FAQ CONSOLIDATION ASSISTANCE DEVICE, FAQ CONSOLIDATION ASSISTANCE METHOD, AND PROGRAM

A FAQ maintenance support device 1 includes a question determining unit 12 to extract determined question items determined as question items of a customer, from contents of an inquiry from the customer and a response to the customer; a query log extracting unit 14 to extract search queries, which corresponds to the question items of the customer stored in a FAQ search system and have been determined such that all FAQ as search results for the search query are useless for the customer; and a maintenance question candidate extracting unit 15 to perform clustering with elements of question items of FAQ registered in the FAQ search system, the determined question items, and the search queries, and based on the clustering result, extract a candidate question item of FAQ to be maintained, and thereby, maintenance such as addition and deletion of FAQ can be performed easily.