In an information processing apparatus, a question information acquisition unit acquires question information from a user terminal apparatus. A chat data acquisition unit acquires chat data including one or more pieces of second question data and one or more pieces of second answer data. Each piece of second question data is a collection of one or more pieces of similar first question data selected from FAQ data including the pieces of first question data and first answer data thereto. The second answer data is data obtained by simplifying corresponding one or more pieces of first answer data. An answer data acquisition unit acquires a piece of second answer data corresponding to a piece of second question data identical or similar to the question information. A transmission unit transmits the piece of second answer data acquired by the answer data acquisition unit to the user terminal apparatus.