Customer service assistance system and customer service assistance method

A customer service assistance method performed by an information processing system including a storage device that stores, for each output screen in a business system as a target of inquiry from a customer, an address of an automated response device accumulating knowledge of a provided business in the output screen, the information processing system executing,

• when an inquiry specifying the address is received from a customer terminal, processing of checking identification information of the output screen and an inquiry sentence indicated by the inquiry against questions-and-answers information held for each output screen of the provided business in the automated response device associated with the address, and estimating a question matching an intention of the inquiry out of questions in the questions-and-answers information according to whether a screen associated with each question included in the questions-and-answers information matches the output screen and a degree of similarity between a sentence of each question included in the questions-and-answers information and the inquiry sentence, and
• processing of extracting an answer to the estimated question from the questions-and-answers information and returning the answer to the customer terminal.