To provide a customers' knowledge discovering/analyzing program in a customer consulting center or call center for products and services of a company, for analyzing large-sized database storing therein data on questions and answers about the products and services exchanged between customers and operators to discover the knowledge about the customers' opinions or desires or FAQ.

A large quantity of question and answer data stored by an operator 1 is stored in a response recording DB6. The question and answer data is composed of questions and opinions from customers and responses from the operator 1. An analyzing mechanism 9 extracts a typical response pattern from document data of short document length, and extracts unintentional response patterns from document data of long document length. The analyzing mechanism 9 determines the degree of importance of the extracted question and answer pattern, and indicates this to users. The users can create FAQ based on the degree of importance.