Method and system for providing electronic information and computer program therefor

A method for providing electronic information, said method being carried out on a computer system having a communication mechanism and an information storage device in which electronic information for dialogue support is recorded, the communication mechanism performing two-way communications with an operator terminal that is manipulated by an operator who orally answers questions about a predetermined product from an inquiring person, said method comprising the steps of:

• specifying rules of providing information according to different knowledge levels for each electronic information;
• receiving a request for information from the operator terminal through the communication mechanism;
• determining a knowledge level of the inquiring person in response to the reception of the request for information;
• editing the electronic information that corresponds to the received request for information according to a rule of providing information designated to the knowledge level that has been determined;
• and
• supplying the edited electronic information to the operator terminal through the communication mechanism.

A system for providing electronic information comprising:

• a communication mechanism for two-way communications with an information processing terminal that is manipulated by a person requesting information;
• an information storage device in which electronic information to be supplied to the person requesting information is recorded;
• setting means for specifying rules of providing information according to different knowledge levels;
• request for information receiving means for receiving a request for information from the information processing terminal through said communication mechanism;
• knowledge level determination means for determining a knowledge level of the person requesting information in response to the reception of the request for information by said request for information receiving means;
• information editing means for editing the electronic information that corresponds to the received request for information according to a rule of providing information designated to the knowledge level determined by said knowledge level determination means;
• and
• information output means that produces the electronic information edited by said information editing means to the information processing terminal through said communication mechanism.

A system for providing electronic information comprising:

• a communication mechanism for two-way communications with an operator terminal that is manipulated by an operator who orally answers questions about a predetermined product from an inquiring person;
• an information storage device in which electronic information for dialogue support is recorded;
• setting means for specifying rules of providing information according to different knowledge levels for each electronic information;
• request for information receiving means for receiving a request for information from the operator terminal through said communication mechanism;
• knowledge level determination means for determining a knowledge level of the inquiring person in response to the reception of the request for information by said request for information receiving means;
• information editing means for editing the electronic information that corresponds to the received request for information according to a rule of providing information designated to the knowledge level determined by said knowledge level determination means;
• and
• information output means that produces the electronic information edited by said information editing means to the operator terminal through said communication mechanism.

A computer program that forms, in a computer having a communication mechanism for two-way communications with an information processing terminal that is manipulated by a person requesting information, and an information storage device in which electronic information to be supplied to the person requesting information is recorded, the following:

• setting means for specifying rules of providing information according to different knowledge levels;
• request for information receiving means for receiving a request for information from the information processing terminal through said communication mechanism;
• knowledge level determination means for determining a knowledge level of the person requesting information in response to the reception of the request for information by said request for information receiving means;
• information editing means for editing the electronic information that corresponds to the received request for information according to a rule of providing information designated to the knowledge level determined by said knowledge level determination means;
• and
• information output means that produces the electronic information edited by said information editing means to the information processing terminal through said communication mechanism.

A computer program that forms, in a computer having a communication mechanism for two-way communications with an operator terminal that is manipulated by an operator who orally answers questions about a predetermined product from an inquiring person, and an information storage device in which electronic information for dialogue support is recorded, the following:

• setting means for specifying rules of providing information according to different knowledge levels for each electronic information;
• request for information receiving means for receiving a request for information from the operator terminal through said communication mechanism;
• knowledge level determination means for determining a knowledge level of the inquiring person in response to the reception of the request for information by said request for information receiving means;
• information editing means for editing the electronic information that corresponds to the received request for information according to a rule of providing information designated to the knowledge level determined by said knowledge level determination means;
• and
• information output means that produces the electronic information edited by said information editing means to the operator terminal through said communication mechanism.