To discriminate whether a routine consultation or an expert staff consultation according to consultation contents on the basis of past consultation examples and to make a connection to a member of an expert staff matching the consultation contents.
The figure shows the center part of the consultation system and the center is connected to a user terminal through a communication network. A service management device 30 decides which of the fixed type consultation and expert staff consultation the consultation contents correspond to by referring to a history information storage device 70 and transfers the consultation contents to an unmanned information server 20 or staff operation information server 10. The unmanned information server 20 generates a consultation record sheet according to the consultation contents and a member of the staff performs retrieval from a consultation example data base 90 by using an input device 1 and an output device 2 to obtain a consultation answer. The obtained consultation answer is sent to the user terminal through the service management device 30.
MIZUNO HIROTAKA
KOJIMA HIROYUKI
OMURA MASATOSHI
| JPS6270969A | 1987-04-01 |