Information management apparatus and information management method

A computer-implemented information management method comprising:

• extracting a first view history of a first user from frequently asked question (FAQ) view histories, the FAQ view histories including a view history for each of a plurality of frequently asked questions (FAQs), the view history for each of the plurality of FAQs including information relating to inquiry information including an identifier of a user for each of the FAQ view histories and contents of inquiries in response to receiving first inquiry information including an identifier of the first user and a content of a first inquiry by determining a match between the identifier of the first user with the identifier of the user of at least one of the FAQ view histories;
• determining whether the first FAQ view history of the first user includes first information relating to the first inquiry information, the first inquiry information including a plurality of items, the first information including an answer to the FAQ of the first FAQ view history, and the determining being based on a ratio of a number of items having same contents between the first inquiry information and the first information to a number of items in the plurality of items;
• and
• modifying a first evaluation value associated with the first information in response to the determining that the first FAQ view history includes the first information.

A non-transitory computer-readable instructions executable by one or more computers, the instructions comprising:

• one or more instructions for extracting a first view history of a first user from frequently asked question (FAQ) view histories, the FAQ view histories including a view history for each of a plurality of frequently asked questions (FAQs), the view history for each of the plurality of FAQs including information relating to inquiry information including an identifier of a user for each of the FAQ view histories and contents of inquiries in response to receiving first inquiry information including an identifier of the first user and a content of a first inquiry by determining a match between the identifier of the first user with the identifier of the user of at least one of the FAQ view histories;
• one or more instructions for determining whether the first FAQ view history of the first user includes first information relating to the first inquiry information, the first inquiry information including a plurality of items, the first information including an answer to the FAQ of the first FAQ view history, and the determining being based on a ratio of a number of items having same contents between the first inquiry information and the first information to a number of items in the plurality of items;
• and
• one or more instructions for modifying a first evaluation value associated with the first information in response to the determining that the first FAQ view history includes the first information.