JP7176380B2 - Information processing system, information processing device, and information processing method - Google Patents

Description

The present invention relates to an information processing system, an information processing apparatus, and an information processing method.

Conventionally, in companies that provide office services such as installation and maintenance of equipment, employees such as customer engineers (CE) and salesmen visit customers' offices and other sites to solve problems such as equipment problems. Carry out corresponding work. However, in the field, there are many potential problems other than the target equipment, and in many cases, the customers themselves are not clearly aware of them.

The employee can lead to new business by noticing the customer's problem at the site, but whether or not he/she notices the customer's problem depends on the skill and experience of the employee. There is a problem that a business chance is lost if the customer fails to notice the customer's problem, or if the customer does not take notice of the customer's problem.

In order to solve such problems, a system has been proposed that analyzes conversations with customers during business negotiations and provides information that matches the customer's requirements (Patent Document 1).

However, even if the above company obtains customer request information regarding customer problems from its employees, it may not be possible to respond to the customer request because it is outside the scope of the business. If the customer request information is not utilized in this way, not only will the customer be in trouble, but the efforts of the employee who acquired the customer request information will be wasted.

Information requested by customers that cannot be handled by the above companies may be handled by a third party such as a partner company that conducts other business that is different from the business of the company. Therefore, it is conceivable that the company will provide the customer's request information to a third party to solve the customer's problem. However, providing customer-requested information to a third party free of charge would not only result in a profit for the company concerned, but also would not provide incentives for the employees who obtained the customer-requested information. Decrease in willingness to acquire

The technology disclosed has been devised to solve this problem in view of the above circumstances, and aims to achieve a profit circulation by effectively utilizing customer request information.

The disclosed technique stores the customer request information in an information storage unit in which information including customer request information acquired from a customer is registered, and a service provider terminal used by a service provider who provides services to the customer. an operation display control unit that provides a list screen and provides first detailed information of the customer request information according to the operation of the service provider terminal; a control unit, wherein the deposit/withdrawal control unit collects an information provision fee from the service provider account when the operation display control unit provides the first detailed information to the service provider terminal; Deposit/withdrawal information indicating withdrawal, Deposit/withdrawal information indicating that the information provision fee is deposited into the customer's account, and Incentive information indicating that an incentive is given to the acquirer of the customer request information. registered in the information storage unit, the operation display control unit provides second detailed information including more detailed information than the first detailed information in accordance with the operation of the service provider terminal, and the deposit/withdrawal a control unit for depositing/withdrawing information indicating that the information providing fee is to be withdrawn from the account of the service provider when the operation display control unit provides the second detailed information to the service provider terminal; An information processing system for registering deposit/withdrawal information indicating that an information provision fee is deposited into a customer's account and the incentive information in the information storage unit .

According to the present invention, profit circulation can be achieved by effectively utilizing customer request information.

1 is a configuration diagram of an example of an information processing system according to a first embodiment; FIG. 1 is a hardware configuration diagram of an example of a computer; FIG. FIG. 3 is a diagram illustrating functional blocks of a voice input terminal; FIG. 4 is a diagram illustrating functional blocks of a service provider terminal and a customer terminal; It is a figure which illustrates the functional block of a cloud system. FIG. 2 is a diagram illustrating a data structure in a database; FIG. FIG. 4 is a diagram illustrating functional blocks of a customer request information market application; It is a figure which shows an example of the state transition of customer request information. It is a figure showing an example of the correspondence of a state and an action. It is a figure which shows an example of the e-mail transmitted to a customer terminal. It is a figure which shows an example of a login screen. It is a figure which shows an example of a customer request information list screen. It is a figure which shows an example of the display screen of 1st detailed information. It is a figure which shows an example of the e-mail transmitted to a customer terminal. It is a figure which shows an example of the display screen of 2nd detailed information. It is a figure which shows an example of a contract information input screen. It is a figure which shows an example of an operation confirmation screen. FIG. 10 is a diagram showing an example of a confirmation message displayed on the operation confirmation screen; It is a figure which shows the application example of a deposit/withdrawal rule. It is a figure which shows the modification of a deposit/withdrawal rule. It is a figure which shows an example of the registration sequence of customer request information.

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, embodiments for carrying out the invention will be described with reference to the drawings. In each drawing, the same components are denoted by the same reference numerals, and redundant description may be omitted.

[First embodiment]
<System configuration>
FIG. 1 is a configuration diagram of an example of an information processing system according to the first embodiment. As shown in FIG. 1, an information processing system 1 includes a cloud system 2, a voice input terminal 3, a service provider terminal 4, and a customer terminal 5, which are connected via a network N such as the Internet. be. Note that the voice input terminal 3, the service provider terminal 4, and the customer terminal 5 are not limited to one each, and a plurality of terminals may be connected to the network N.

The cloud system 2 is, for example, a system used by a company that provides office services such as installation and maintenance of equipment. The equipment is, for example, office equipment such as a multifunction machine, a copier, a scanner, a printer, and a laser printer. These devices are installed in the offices of customers to whom the company provides office services.

The voice input terminal 3 is a voice recording terminal used by employees such as customer engineers (CE) and salesmen. The voice input terminal 3 is an electronic device such as a smart phone, a tablet terminal, a voice recorder, etc., and is connected to the network N wirelessly or by wire.

Note that the voice input terminal 3 may be connected to the network N via another electronic device such as a PC. Alternatively, the electronic device may be indirectly connected to the network N via the recording medium by attaching a recording medium such as a memory card that is detachable from the voice input terminal 3 to the electronic device. Also, the voice input terminal 3 may be built in a device such as a multi-function peripheral and connected to the network N via a LAN or the like to which the device is connected. Furthermore, the voice input terminal 3 may be built in a telephone, a PC, or the like of a call center that deals with customers.

The voice input terminal 3 is used by employees such as CEs for the purpose of recording conversations with customers. For example, it is used when an employee visits a customer's office to introduce, maintain, or discuss business with a customer. Also, the voice input terminal 3 may be used in places other than the customer's office or the like.

The voice input terminal 3 transmits voice data recording the customer's remarks to the cloud system 2 via the network N in response to an instruction from the user of the voice input terminal 3 or an acquisition request from the cloud system 2. .

The service provider terminal 4 is a terminal used by a third party such as a partner company that conducts business other than the business of the company. This third party is, for example, a network management company that manages the network of the customer's office, an air conditioning equipment company that manages the air conditioning equipment of the customer's office, or the like. This third party is hereinafter referred to as the service provider.

The service provider terminal 4 is an electronic device having a display unit and an operation unit, such as a PC, smart phone, tablet terminal, etc., and is connected to the network N by wire or wirelessly. The service provider can use the “customer demand information market” provided by the cloud system 2 by operating the service provider terminal 4 . In the customer request information market, service providers can browse customer request information, purchase detailed information, propose services to customers, and perform operations such as contracts. The customer request information is information in which problems expressed by customers are converted into data.

The customer terminal 5 is a terminal installed in a customer's office or the like and used by the customer. The customer terminal 5 is an electronic device having a display unit and an operation unit, such as a PC, a smart phone, a tablet terminal, etc., and is connected to the network N by wire or wirelessly. A customer can use the “customer request information market” provided by the cloud system 2 by operating the customer terminal 5 . In the customer request information market, the customer can view and withdraw his/her own customer request information, contract for services provided by the service provider, and the like.

<Hardware configuration>
The cloud system 2, the voice input terminal 3, the service provider terminal 4, and the customer terminal 5 are implemented, for example, by a computer (information processing device) having the hardware configuration shown in FIG. FIG. 2 is a hardware configuration diagram of an example of a computer.

The computer 500 includes an input device 501, a display device 502, an external I/F 503, a RAM 504, a ROM 505, a CPU 506, a communication I/F 507, an HDD 508, etc., which are interconnected via a bus B. Note that the input device 501 and the display device 502 may be connected and used when necessary.

The input device 501 includes a keyboard, mouse, touch panel, etc., and is used by the user to input various operation signals. The display device 502 includes a display and the like, and displays the processing result by the computer 500 .

A communication I/F 507 is an interface that connects the computer 500 to various networks. Thereby, the computer 500 can perform data communication via the communication I/F 507 .

Also, the HDD 508 is an example of a non-volatile storage device that stores programs and data. The stored programs and data include an OS, which is basic software that controls the entire computer 500, and application software (hereinafter simply referred to as an application) that provides various functions on the OS. Note that the computer 500 may use an SSD (Solid State Drive) instead of the HDD 508 .

An external I/F 503 is an interface with an external device. The external device includes a recording medium 503a and the like. Thereby, the computer 500 can read and/or write to the recording medium 503a via the external I/F 503. FIG. The recording medium 503a includes a flexible disk, CD, DVD, SD memory card, USB memory, and the like.

The ROM 505 is an example of a nonvolatile semiconductor memory (storage device) that can retain programs and data even when the power is turned off. The ROM 505 stores programs and data such as the BIOS, OS settings, and network settings that are executed when the computer 500 is started. A RAM 504 is an example of a volatile semiconductor memory (storage device) that temporarily holds programs and data.

The CPU 506 reads programs and data from storage devices such as the ROM 505 and the HDD 508 onto the RAM 504 and executes processing, so that the cloud system 2, the voice input terminal 3, the service provider terminal 4, and the customer terminal 5 are connected to the computer 500. Various processes are executed depending on the hardware configuration.

In the case of the voice input terminal 3, the computer 500 includes a microphone for acquiring voice, a speaker for outputting voice, and the like. A microphone and a speaker may be connected to the computer 500 via the external I/F 503 as external devices.

Also, the cloud system 2 may be realized by a plurality of computers 500 or a virtual environment.

<Functional configuration>
≪Voice input terminal≫
The voice input terminal 3 is composed of functional blocks shown in FIG. 3, for example. FIG. 3 is a diagram illustrating functional blocks of the voice input terminal 3. As shown in FIG.

The voice input terminal 3 implements an input reception unit 31, a display control unit 32, a voice data generation unit 33, and a voice data storage unit 34 by executing processing based on programs. The input receiving unit 31 receives input from the input device 501 by user operations such as touch panel contact operations and keyboard input operations. The display control unit 32 controls display on the display device 502 .

The audio data generator 33 generates audio data based on the signal collected by the microphone. The voice data storage unit 34 stores voice data generated by the voice data generation unit 33 . The voice data generation unit 33 also functions as a voice data transmission unit that transmits voice data to the cloud system 2 .

Note that the input reception unit 31 and the display control unit 32 may be implemented by installing a web browser in the voice input terminal 3 . In this case, screen information for display is provided from the cloud system 2 .

<<Service provider terminal and customer terminal>>
The service provider terminal 4 and the customer terminal 5 are configured by functional blocks shown in FIG. 4, for example. FIG. 4 is a diagram illustrating functional blocks of the service provider terminal 4 and the customer terminal 5. As shown in FIG.

The service provider terminal 4 and the customer terminal 5 realize an input reception section 41 and a display control section 42 by executing processing based on programs. The input receiving unit 41 receives input from the input device 501 by user operations such as touch panel contact operations and keyboard input operations. The display control unit 42 controls display on the display device 502 .

The input reception unit 41 also functions as an input operation information transmission unit that transmits the received input operation information to the cloud system 2 .

Note that the input reception unit 41 and the display control unit 42 may be implemented by installing a web browser in the voice input terminal 3 . In this case, screen information for display is provided from the cloud system 2 .

≪Cloud system≫
The cloud system 2 is configured by functional blocks shown in FIG. 5, for example. FIG. 5 is a diagram illustrating functional blocks of the cloud system 2. As illustrated in FIG.

The cloud system 2 realizes an application 21, an API (Application Programming Interface) 22, a speech recognition processing section 23, a customer request information extraction section 24, and a database 25 by executing processing based on programs. The application 21 uses the management unit in the API 22 to perform processing such as searching, referring to, and updating the database 25 .

Applications 21 include voice input application 211 and customer request information market application 212 . The voice input application 211 is a web application that provides a user interface (UI) to the voice input terminal 3 when the voice input terminal 3 is a smart phone or a tablet terminal. The voice input application 211 also receives voice data transmitted from the voice input terminal 3 .

The customer request information market application 212 provides the service provider terminal 4 with a graphical user interface (GUI) for displaying a customer request information list screen (to be described later), searching, browsing, purchasing information, and entering contract information. It is a web application that The customer request information market application 212 also provides the customer terminal 5 with a UI for displaying a customer request information list screen, browsing proposals, and inputting contract information. Furthermore, the customer request information market application 212 receives input information based on input operations from the service provider terminal 4 and the customer terminal 5 .

Information purchase means that the service provider purchases customer-requested information on the cloud system 2 . A contract means that a service provider proposes to provide a service to a customer based on the purchased customer request information, and then provides the service to the customer as a result of the customer's agreement to the proposal, and the service provider means a contract under which the Company will be compensated for the provision of services. The contract information includes contract date, contract amount, and the like. Here, the service includes not only maintenance, inspection, etc., but also sales of products such as equipment.

The API 22 includes a voice information management unit 221, a conversation information management unit 222, a customer request information management unit 223, a user information management unit 224, a deposit/withdrawal information management unit 225, an equipment information management unit 226, and employee information. It includes a management section 227 , a remuneration information management section 228 and a contract information management section 229 .

The voice information management unit 221 registers voice data received by the voice input application 211 in the database 25 . Also, the voice information management unit 221 searches, acquires, and deletes voice data from the database 25 .

The conversation information management unit 222 registers conversation information (including utterance information) generated by the voice recognition processing unit 23, which will be described later, in the database 25. FIG. Also, the conversation information management unit 222 searches, acquires, and deletes conversation information from the database 25 .

The customer request information management unit 223 registers customer request information extracted by the customer request information extraction unit 24 described later in the database 25 . Further, the customer request information management unit 223 searches, acquires, and deletes customer request information from the database 25 . Further, the customer request information management unit 223 receives status change requests (detailed information disclosure, proposal start, contract completion) for customer request information.

A user information management unit 224 registers user information in the database 25 . In addition, the user information management unit 224 searches for, acquires, and deletes user information from the database 25 . Here, the user information includes information on the above-mentioned customer and service provider.

The deposit/withdrawal information management unit 225 registers deposit/withdrawal information for users (customers and service providers) in the database 25 . The deposit/withdrawal information management unit 225 searches, acquires, and deletes the deposit/withdrawal information from the database 25 . Here, the deposit/withdrawal information is information representing the amount of deposit/withdrawal when a customer or a service provider trades information.

The device information management unit 226 registers the device information of each device owned by the customer in the database. In addition, the device information management unit 226 searches for, acquires, and deletes device information from the database 25 .

The employee information management unit 227 registers employee information in the database 25 . In addition, the employee information management unit 227 searches for, acquires, and deletes employee information from the database 25 . Here, the employee information is information related to the employee (CE, etc.) who acquires the customer request information.

The remuneration information management unit 228 registers remuneration information in the database 25 . Further, the remuneration information management unit 228 searches, acquires, and deletes remuneration information from the database 25 . Here, remuneration information is information representing a remuneration (for example, salary) to an employee for the service provider's purchase of the information.

The contract information management unit 229 registers the above contract information in the database 25 . Also, the contract information management unit 229 searches, acquires, and deletes contract information from the database 25 .

The speech recognition processing unit 23 analyzes the speech data registered in the database 25, converts it into text data, and registers it in the database 25 as conversation information (including utterance information). Conversation information is information contained in a conversation between a customer and an employee. Speech information is information extracted by specifying conversation information for each speaker (customer and employee). That is, conversation information includes a plurality of utterance information.

The customer request information extraction unit 24 extracts customer request information by analyzing conversation information (including utterance information) registered in the database 25 and registers it in the database 25 . The customer request information extraction unit 24 is composed of, for example, artificial intelligence (AI) capable of natural language processing (syntax analysis, context analysis, semantic analysis, etc.), and extracts customer information from conversation information (including utterance information). Extract information (customer request information) about the troubles of customers. Problems include, for example, equipment troubles and failures in the office, network slowdowns, an increase in the number of fraudulent emails containing malware, malfunctions of air conditioners, and the like.

It is preferable to apply a technology related to machine learning including deep learning to the customer request information extraction unit 24 in order to increase the accuracy of extracting the customer request information. In this case, the learning data includes existing data such as data obtained from CEs and call centers, text data such as maintenance records and business records. It is preferable to use teacher data from which requirements are extracted.

The database 25 is an information storage unit that stores the various types of information described above.

<Data structure>
FIG. 6 is a diagram illustrating the data structure in the database 25. As shown in FIG. As shown in FIG. 6, the database 25 registers user information, deposit/withdrawal information, equipment information, employee information, remuneration information, voice data, conversation information, utterance information, customer request information, and contract information. "1" and "n" attached near lines connecting information (entities) represent multiplicity. n means 1 or more. For example, if the information A side is "1" and the information B side is "n", there is a 1:n relationship between the information A and the information B.

The user information has items such as user ID, password, user classification, user name, address, telephone number, e-mail address, number of employees, industry, deposit/withdrawal account ID, and the like. A user ID is unique identification information registered for each user. A password is a code for authenticating a user. The user classification is classification information for distinguishing whether the user is a customer or a service provider. User name, address, phone number, email address, number of employees, and industry are additional information about the user. The deposit/withdrawal account ID is account identification information of a bank or the like for depositing/withdrawing money.

The deposit/withdrawal information includes items such as a deposit/withdrawal ID, a user ID, a registration date, a deposit/withdrawal classification, and a deposit/withdrawal amount. The deposit/withdrawal ID is identification information for identifying a plurality of pieces of deposit/withdrawal information. The user ID corresponds to the user ID of the user (customer or service provider) included in the user information. The date of registration represents the date when the deposit/withdrawal information was registered in the database 25 . The deposit/withdrawal category is category information for distinguishing between deposits and withdrawals. The deposit/withdrawal amount is the amount of money to be deposited or withdrawn from the user's account.

The device information has items such as a device ID, a user ID, a device type, a model name, and an introduction date. The device ID is unique identification information attached to each device owned by the customer. The user ID corresponds to the user ID of the user (customer) included in the user information. The device type is information representing the type of device. The model name is the name given to the device. The installation date represents the date when the device was installed in the customer's office or the like.

The employee information has items such as employee ID, password, employee name, department name, e-mail address, and account ID. The employee ID is unique identification information registered for each employee. A password is a code for authenticating an employee. Employee name, department name, and email address are additional information about the employee. The account ID is account identification information of a bank or the like for depositing remuneration (salary, etc.).

The remuneration information has items such as a remuneration information ID, an employee ID, a registration date, and a remuneration amount. The reward information ID is identification information for identifying multiple pieces of reward information. The employee ID is unique identification information registered for each employee. The date of registration represents the date when the remuneration information was registered in the database 25 . The remuneration amount is the amount of remuneration to be credited to the employee's account.

The voice data has items such as a voice data ID, a user ID, an acquisition date and time, an employee ID, and a file path. The audio data ID is identification information for identifying multiple pieces of audio data. User ID corresponds to the user ID of the customer from whom the voice data was acquired. Acquisition date and time represents the date and time when the voice data was acquired. The employee ID is an employee ID corresponding to the employee who acquired the voice data. A file path is a character string representing the location of a file containing audio data.

The conversation information ID has items such as conversation information ID, user ID, date and time of acquisition, voice data ID, and the like. The conversation information ID is identification information for identifying a plurality of pieces of conversation information. The user ID is a user ID corresponding to the customer who acquired the conversation information. Acquisition date and time represents the date and time when the voice data was acquired. The voice data ID is a voice data ID corresponding to the source voice data from which conversation information is generated by the voice recognition processing unit 23 .

The statement information has items of statement information ID, conversation information ID, speaker type, and statement content. The statement information ID is identification information for identifying multiple pieces of statement information. The conversation information ID is a conversation information ID corresponding to the conversation information from which the speech information was generated by the speech recognition processing unit 23 . The speaker type is information for identifying the speaker type (customer or employee). The utterance content is text data representing the utterance content in characters.

The customer request information has items of customer request information ID, user ID, registration date, conversation information ID, customer request summary, status, and detailed information viewing count. The customer request information ID is identification information for identifying a plurality of pieces of customer request information. The user ID is a user ID corresponding to the customer whose customer request information is extracted by the customer request information extraction unit 24 . The date of registration represents the date on which the customer request information was registered in the database 25 . The conversation information ID is a conversation information ID corresponding to the conversation information from which the customer request information is generated by the customer request information extraction unit 24 .

The customer request summary is text data representing the summary of the customer request information in characters. The status is information representing the status of customer request information handled by the customer request information market application 212 . The detailed information viewing count represents the number of times (count value) that the detailed information of the customer request information has been viewed by the service provider through the service provider terminal 4 .

<Functional configuration of the customer request information market app>
FIG. 7 is a diagram illustrating functional blocks of the customer request information market application 212. As shown in FIG. The customer request information market application 212 includes a GUI control unit 300, a transmission/reception control unit 301, a state control unit 302, a viewing count unit 303, a deposit/withdrawal control unit 304, and the like.

The GUI control unit 300 is an operation display control unit that performs GUI control including display of various screens and acceptance of input operations for the service provider terminal 4 and the customer terminal 5 in cooperation with the API. The transmission/reception control unit 301 controls transmission/reception of information to/from the service provider terminal 4 and the customer terminal 5 . The state control unit 302 performs control such as changing the state of customer request information based on operation signals from the service provider terminal 4 and the customer terminal 5 .

The number-of-views counting unit 303 counts the number of times detailed information is viewed. The browsing count unit 303 counts the number of users (service providers) who have browsed the detailed information. When counting the number of times of browsing, the number-of-browsing counting unit 303 uses the customer request information management unit 223 of the API 22 to increase the number of times of browsing the detailed information in the database 25 by one. The deposit/withdrawal control unit 304 performs deposit/withdrawal control for distributing the below-described information provision fee paid by the service provider to employees and customers.

<State transition of customer request information>
Next, state transition of customer request information will be described. FIG. 8 is a diagram showing an example of state transition of customer request information.

Customer request information can take three states: "registered", "proposed", and "withdrawn". Under the control of the state control unit 302 , each state transitions according to actions performed by operating the service provider terminal 4 or the customer terminal 5 .

FIG. 9 is a diagram showing an example of correspondence between "state" and "possible action". Similar customer request information list screens are displayed on the service provider terminal 4 and the customer terminal 5, but actions that can be taken are different. Further, on the customer request information list screen of the service provider terminal 4, the customer request information of all registered customers is displayed, but on the customer request information list screen of the customer terminal 5, only the customer request information of the customer is displayed. Is displayed.

In addition, on the customer request information list screen displayed on the service provider terminal 4, the state of "proposing" indicates that the service provider using the service provider terminal 4 has proposed a service to the customer. The display is made by distinguishing between the case where the service provider is present and the case where another service provider (other party) is providing the service to the customer. Similarly, regarding the state of "proposing", the service provider himself using the service provider terminal 4 is proposing a service to the customer, and the other service provider (other) is proposing a service to the customer. It is displayed by distinguishing between the case where the service is provided for

The service provider terminal 4 and the customer terminal 5 are similar terminal devices such as PCs, and the GUI control unit 300 determines whether the service provider or customer is based on the user ID that logs into the customer request information market. By determining, the display contents of the screen are changed. In this embodiment, for the sake of convenience, a terminal used by a service provider who logs in is called a service provider terminal 4 and a terminal which a customer logs in and uses is called a customer terminal 5 .

State transitions of the customer request information will be described below with reference to various screens shown in FIGS. 10 to 18 in addition to the state transition diagram shown in FIG.

The registration state shown in FIG. Registered initial state.

When customer request information is registered in the database 25, the transmission/reception control unit 301 performs control to transmit a registration completion notification to the customer terminal 5 by e-mail or the like. FIG. 10 is a diagram showing an example of an e-mail sent to the customer terminal 5. As shown in FIG. The e-mail indicates that the customer's requested information has been registered in the customer requested information market, a link that enables viewing of the requested information on the customer requested information market, and the like. By operating the customer terminal 5 and clicking on the link, the customer can browse the customer request information on the customer request information list screen (to be described later) of the customer request information market.

Further, it is possible to set conditions in advance by the service provider terminal 4, and the transmission/reception control unit 301, when customer request information satisfying the conditions is registered in the database 25, to the service provider terminal 4, Control may be performed to transmit a registration completion notice similar to that in FIG. 10 by e-mail or the like.

FIG. 11 is a diagram showing an example of a login screen displayed on the service provider terminal 4 or the customer terminal 5 by the GUI control section 300. As shown in FIG. The service provider or customer logs in to the customer request information market provided by the cloud system 2 by entering the user ID and password based on the login screen displayed on the service provider terminal 4 or the customer terminal 5. can be done.

FIG. 12 is a diagram showing an example of a customer request information list screen displayed on the service provider terminal 4 by the GUI control unit 300 after login. On the customer request information list screen, registration date, status, customer request outline, possible actions, etc. are displayed in association with the customer request information ID. Possible actions are displayed according to the correspondence shown in FIG. Links for transitioning to various screens are embedded in the text displayed in the column of possible actions. In addition, a link for transitioning to the detailed information screen is embedded in the customer request information ID. Various requests shown in FIG. 8 correspond to click operations on links in the customer request information list screen.

The service provider can browse the first detailed information by performing a click operation (information browsing request) on the customer request information ID corresponding to the registration status using the service provider terminal 4 .

FIG. 13 is a diagram showing an example of the first detailed information display screen displayed on the service provider terminal 4 by the GUI control unit 300. As shown in FIG. The first detailed information display screen displays the customer request information ID, registration date, status, customer request summary, detailed information viewing frequency, business type, address, number of employees, degree of urgency, conversation information, device information, and the like. The number of detailed information browsing times is the number of times the first detailed information has been browsed by clicking on the customer request information ID corresponding to the registration status.

Each time the service provider makes a request for viewing the first detailed information, the viewing count unit 303 counts the viewing count. At this time, the information provision fee for viewing the first detailed information is registered in the database 25 by the deposit/withdrawal information management unit 225 .

On the display screen of the first detailed information, information that can identify the customer, such as the customer name, telephone number, and e-mail address, is hidden and not displayed. In addition, the address is displayed in outline up to prefectures and municipalities. As a result, the service provider cannot specify the customer's detailed address, but can determine whether or not the service is available in the area.

Also, on the display screen of the first detailed information, a link for downloading the outline of the conversation information and a link for downloading the device information owned by the customer are displayed. The conversation information downloadable on the display screen of the first detailed information is a text file containing excerpts of remarks necessary to understand the customer's request, and does not contain information that can identify the customer. The device information includes model information and the number of units for each model.

By viewing the display screen of the first detailed information, the service provider can determine whether or not to purchase the second detailed information that includes more detailed information than the first detailed information.

A customer request information list screen similar to that shown in FIG. 12 is displayed on the customer terminal 5 by the GUI control unit 300 . When the problem has already been solved, the customer operates the customer terminal 5 and clicks "withdrawal" displayed in the column of possible actions (withdrawal request) to respond to the customer's request. Information can be withdrawn. This withdrawal request is also reflected on the customer request information list screen of the service provider terminal 4 . When a withdrawal request is made, the state of the customer request information transitions to "withdraw", and the service provider and the customer cannot perform any actions (requests) thereafter.

The service provider purchases more detailed second detailed information by performing a click operation (information purchase request) of "Information purchase" displayed in the available action column on the display screen of the first detailed information. can be browsed by When this information purchase request is made, the deposit/withdrawal information management unit 225 registers an information provision fee (information purchase fee) for viewing the second detailed information in the database 25 . As a result, the state of the customer request information transitions to "proposing". The GUI control unit 300 does not accept and rejects an information purchase request (second detailed information provision request) from another service provider while the proposal is in progress.

Further, when the service provider purchases information and the status of the customer request information changes to "proposing", the transmission/reception control unit 301 notifies the customer that there is a proposal from the service provider. Control is performed to send an e-mail or the like to the terminal 5 .

FIG. 14 is a diagram showing an example of an e-mail sent to the customer terminal 5. As shown in FIG. In the e-mail, the fact that the customer's requested information was purchased by the service provider, the name of the service provider, the person in charge, the e-mail address, the link that enables the requested information to be viewed on the customer requested information market, etc. is displayed. By clicking on the link on the customer terminal 5, the customer can view customer request information on a customer request information list screen, which will be described later, on the customer request information market.

FIG. 15 is a diagram showing an example of the display screen of the second detailed information displayed by information purchase. On the second detailed information display screen, customer request information ID, registration date, status, customer request summary, detailed information viewing frequency, customer name, industry, address, telephone number, e-mail address, number of employees, urgency, conversation information , device information, etc. are displayed. The number of times the detailed information has been viewed is the number of times the first detailed information has been viewed by the service provider (including others). This allows the service provider to recognize the presence or absence of competitors.

The degree of urgency represents the level of urgency (high, medium, or low) to deal with each problem of the customer. This degree of urgency is information extracted by the customer request information extraction unit 24 based on the conversation information. For example, the degree of urgency is determined based on the customer's conversational expressions and tone of voice.

In the second detailed information, in addition to the items of the first detailed information, the number of users who browsed, customer name, telephone number, and e-mail address are added. This allows the service provider to identify the customer.

The customer name, telephone number, and email address are detailed customer information for identifying the customer. By referring to the customer detailed information, the service provider can directly contact the customer and propose services based on the customer request information.

In the second detailed information, a link for downloading the full text file of the conversation information and a link for downloading the voice data are displayed in the conversation information. By downloading these files, the service provider can grasp the customer's request information in more detail and propose the optimum service to the customer.

In addition, in the status column of the customer request information list screen, the case where the service provider himself/herself is making a proposal and the case where another service provider (other person) is making a proposal are displayed separately.

When the service provider is in the process of proposing a service, the service provider clicks "end of proposal (contract not concluded)" or "end of proposal (contract concluded)" displayed in the column of possible actions to make a proposal. can be terminated.

"Proposal termination (contract not established)" is an action taken when the service provider terminates the service proposal because the service provider and the customer do not conclude a contract and the contract is concluded. Further, "end of proposal (formation of contract)" is an action taken when a contract is established between the service provider and the customer and the service provider terminates the proposal of the service.

When the service provider makes a "request for termination of proposal (contract not established)", the state of the customer request information changes to "registered", and the display in the state column returns to "registered". If the customer who received the e-mail or the like shown in FIG. state transitions to “withdrawal”.

On the other hand, when the service provider makes a "request to end the proposal (contract establishment)", the GUI control unit 300 causes the service provider terminal 4 to display a contract information input screen.

FIG. 16 is a diagram showing an example of a contract information input screen. As shown in FIG. 16, the contract information input screen displays customer request information ID, customer name, address, telephone number, and the like. The contract information input screen also displays a contract date input box, a contract amount input box, a registration button, and the like.

When the service provider enters the contract date and contract amount of the contract made with the customer into the input boxes and clicks the registration button (contract information registration request), the contract information management unit 229 registers the contract The contract information including the date and contract amount is registered in the database 25. When the contract information is registered, the status of the customer request information transitions to "contracted", and the status column displays "contracted".

In the status column of the customer request information list screen, the case where the service provider itself made a contract and the case where another service provider (other person) made a contract are displayed separately.

When the service provider makes a contract with the customer, the service provider displays the contract details on the service provider terminal 4 by clicking "Display contract details" displayed in the action column. be able to.

Note that the state control unit 302 may change the state to "registered" after a certain period of time has passed without the state changing after the state of the customer request information changed to "proposing". Further, when the state of the customer request information has changed to "withdrawn", the GUI control unit 300 may hide each item of the customer request information.

Further, the GUI control unit 300 may display an operation confirmation screen when the customer or the service provider performs a click operation for making the above various requests. FIG. 17 is a diagram showing an example of an operation confirmation screen. A confirmation message, an OK button, and a cancel button are displayed on the operation confirmation screen. The operator (customer or service provider) can execute the requested operation (action) by clicking the OK button, and can cancel the requested operation by clicking the Cancel button.

FIG. 18 is a diagram showing an example of a confirmation message displayed on the operation confirmation screen. FIG. 18 shows the correspondence between confirmation messages, operators, customer request information states, and requested operations. The GUI control unit 300 displays a confirmation message on the operation confirmation screen based on the correspondence relationship shown in FIG. 18 when the operator performs the above various request operations. Note that the GUI control unit 300 does not display the operation confirmation screen when a request operation that does not correspond to the correspondence shown in FIG. 18 is performed.

<Deposit/withdrawal control>
Next, the deposit/withdrawal control by the deposit/withdrawal control unit 304 will be described.

The deposit/withdrawal control unit 304 controls the deposit/withdrawal information management unit 225 and the remuneration information management unit 228 to register the deposit/withdrawal information and the remuneration information in the database 25 when the service provider performs a predetermined request operation. I do.

FIG. 19 is a diagram showing an application example of a deposit/withdrawal rule according to a request operation. As shown in FIG. 19, the deposit/withdrawal rule has items such as deposit/withdrawal target, operator, requested operation (action), deposit/withdrawal category, amount, classification, and the like. The deposit/withdrawal control unit 304 controls the registration of the deposit/withdrawal amount based on the deposit/withdrawal rule.

The deposit/withdrawal rules are held as parameters by the cloud system 2 and stored in the database 25, for example. The parameters of the deposit/withdrawal rule include, for example, a unit price for browsing information (eg, 100 yen), a unit price for purchasing information (eg, 5,000 yen), and a commission rate (eg, 2%) when a contract is established. Also, the parameters of the deposit/withdrawal rule include, for example, an amount allocated to the customer for viewing information (e.g. 50 yen), an amount allocated to the customer for purchasing information (e.g. 2000 yen), an amount allocated to the employee for viewing information ( 30 yen for example), the amount allocated to the employee for purchasing information (eg 2000 yen), and the allocation rate of the commission to the employee when the contract is concluded (eg 50%).

≪When requesting to view information≫
When the service provider issues an information viewing request for viewing the first detailed information, the deposit/withdrawal control unit 304 charges the account of the service provider 100 yen as an information provision fee (information viewing fee). is registered in the database 25. At this time, the deposit/withdrawal control unit 304 registers in the database 25 deposit/withdrawal information indicating that 50 yen is to be deposited as an information provision fee to the customer's account. Further, at this time, the deposit/withdrawal control unit 304 registers in the database 25 remuneration information indicating that 30 yen is deposited as a remuneration to the employee's account.

In this way, when the service provider requests information browsing, the amount paid by the service provider is distributed between the customer who provided the information and the employee who acquired the information. The remaining amount of 20 yen is distributed to the system administrator.

≪When requesting information purchase≫
When the service provider makes an information purchase request for purchasing the second detailed information, the deposit/withdrawal control unit 304 charges 5,000 yen as an information provision fee (information purchase fee) to the account of the service provider. is registered in the database 25. At this time, the deposit/withdrawal control unit 304 registers in the database 25 deposit/withdrawal information indicating that 2000 yen is to be deposited into the customer's account as an information provision fee. Further, at this time, the deposit/withdrawal control unit 304 registers in the database 25 remuneration information indicating that 2000 yen is deposited as a remuneration to the employee's account.

In this way, when a service provider requests information purchase, the amount paid by the service provider is distributed between the customer who provided the information and the employee who acquired the information. The remaining amount of 1000 yen is distributed to the system administrator.

≪When requesting completion of proposal (conclusion of contract)≫
When the service provider requests the end of the proposal (contract establishment), the deposit/withdrawal control unit 304 deposits/withdraws 10,000 yen as a contract conclusion fee to the account of the service provider. is registered in the database 25. Also, at this time, the deposit/withdrawal control unit 304 registers in the database 25 remuneration information indicating that 5000 yen is deposited as a remuneration to the employee's account.

In this way, when the service provider requests termination of the proposal (contract conclusion), part of the amount paid by the service provider is distributed to the employees. The remaining amount of 5,000 yen is distributed to the system administrator. The deposit/withdrawal control unit 304 determines the contract conclusion fee and the reward for the employee according to the contract money entered on the contract information input screen. For example, in the above example, 2% of the contract fee of 500,000 yen is set as the contract conclusion fee, and 1% is set as the remuneration.

In each of the above cases, a portion of the amount is distributed to system administrators, but distribution to system administrators is not essential.

Also, the actual deposit/withdrawal process for each account is executed by a core system different from the cloud system 2 .

In the example shown in FIG. 19, the information provision charge paid by the service provider at the time of the information purchase request is a fixed amount, but it may be changed according to the estimated amount. For example, before an information purchase request is made, it is possible to input an estimated amount for information purchase and upload a copy of the estimate, and determine the information provision fee according to the estimated amount.

As described above, in the cloud system 2 of the present embodiment, the customer request information acquired by the employee from the customer is provided to the service provider, and the information provision fee paid by the service provider is distributed between the customer and the employee. , customer request information is effectively utilized, and profit circulation is achieved. As a result, the customer is not only able to obtain a service from the service provider to solve the problem, but also receives part of the information provision fee. In addition, employees are rewarded for obtaining customer-requested information and are more motivated to obtain customer-requested information in the future.

<Agency for requesting and collecting contract money>
In the above-described embodiment, the contract fee is billed directly to the customer by the service provider without going through the cloud system 2, but the cloud system 2 may be configured to bill and collect the contract fee on behalf of the customer. In this case, for example, it is preferable to enable uploading of a copy of the contract on the above-mentioned contract information input screen.

FIG. 20 is a diagram showing an application example of the deposit/withdrawal rule when billing and collection of contract money can be performed by proxy. The deposit/withdrawal rule shown in FIG. 20 differs from the deposit/withdrawal rule shown in FIG. 19 only when the service provider requests the end of the proposal (contract establishment).

In the example shown in FIG. 20, when the service provider requests the end of the proposal (contract establishment), the deposit/withdrawal control unit 304 pays 500,000 yen as a contract fee to the customer's account. is registered in the database 25. Also, at this time, the deposit/withdrawal control unit 304 registers deposit/withdrawal information in the database 25 indicating that a contract fee of 480,000 yen is to be deposited into the account of the service provider. Here, 20,000 yen, which is equivalent to 4% of the contract fee of 500,000 yen, is deducted as a commission from the amount deposited to the service provider.

Further, the deposit/withdrawal control unit 304 registers in the database 25 remuneration information indicating that 5000 yen is deposited as a remuneration to the employee's account.

In this way, when the cloud system 2 acts on behalf of billing and collection of the contract money, a fee is deducted when the contract money paid by the customer is deposited into the service provider's account, and a part of this fee is used as remuneration. Distribute to employees. The rest of the fee (15,000 yen) will be distributed to the system administrator.

<Customer request information registration sequence>
A sequence of registering customer request information in the database will be described below. FIG. 21 is a diagram showing an example of a registration sequence of customer request information.

As shown in FIG. 21, voice data acquired by the voice input terminal 3 is transmitted to the voice input application 211 in the cloud system 2 via the network N (step S1). A user ID representing a customer and an employee ID are attached to this voice data.

When the voice input application 211 receives the voice data, it attaches the acquisition date and time to the voice data and transmits the voice data to the voice information management unit 221 (step S2). The voice information management unit 221 transmits the voice data received by the voice input application 211 to the database 25 (step S3), and registers the voice data (step S4). After registering the voice data, the database 25 transmits the corresponding voice data ID to the voice input application 211 via the voice information management unit 221 (steps S5 and S6).

Next, the voice recognition processing unit 23 acquires the user ID and voice data ID of the target customer from the voice input application 211 (step S7), and acquires voice data corresponding to the acquired voice data ID from the database 25 ( Steps S8-10). When the speech recognition processing unit 23 generates conversation information based on the acquired speech data, it registers the conversation information in the database 25 (steps S11 and S12), and receives a conversation information ID corresponding to the registered conversation information from the database 25. (step S13).

Next, steps S14 to S17 are loop processes for extracting a plurality of utterance information from conversation information. In step S14, the speech recognition processing unit 23 analyzes the speech data and converts it into text data. In step S15, utterance information is extracted for each speaker by specifying the speaker from the text data of the conversation information. In steps S16 and S17, the extracted utterance information is registered in the database 25. FIG. In step S<b>18 , the database 25 transmits the utterance information ID corresponding to the registered utterance information to the speech recognition processing section 23 .

When the extraction of all utterance information for one piece of conversation information is completed, the speech recognition processing unit 23 transmits the conversation information ID to the speech input application 211 (step S19).

Next, the customer request information extraction unit 24 acquires the user ID and conversation information ID of the target customer from the voice input application 211 (step S20), and acquires conversation information corresponding to the acquired conversation information ID from the database 25. (Steps S21 to S23). Next, the customer request information extraction unit 24 acquires statement information corresponding to the acquired conversation information from the database 25 (steps S24 to S26).

Then, the customer request information extraction unit 24 analyzes the acquired statement information (step S27), creates customer request information (step S28), and registers it in the database 25 (steps S29 to S30). The database 25 transmits the customer request information ID corresponding to the registered customer request information to the voice input application 211 and the like via the customer request information extraction unit 24 (steps S31 and S32).

<Modification>
In the above embodiment, a list of customer request information is displayed on the customer request information list screen, but a search function and a sorting function may be provided. In addition, an automatic sorting function that displays customer information suitable for the service provider at the top according to the service provider's industry, address, etc., and filtering that extracts and displays only customer information suitable for the service provider. function may be provided.

In addition, the device information displayed in the first detailed information and the second detailed information is information obtained in conjunction with a system that monitors the state of the device, and includes the state of the device, failure history, performance profiling results, and the like. can be anything.

Further, the reward given to the employee may not be money, but may be the employee's evaluation value (sales results, etc.), points, etc. within the organization such as the company to which the employee belongs. That is, the remuneration information is not limited to money, and represents information regarding incentives given to the employee who acquires the customer request information. The remuneration in the above embodiments is an example of incentives, and the remuneration information is an example of incentive information. An employee is an example of an acquirer of customer requested information.

The present invention is not limited to the requirements shown in the above embodiments. These points can be changed within the scope of the present invention, and can be determined appropriately according to the application form.

1 information processing system 2 cloud system 3 voice input terminal 4 service provider terminal 5 customer terminal 21 application 23 voice recognition processing unit 24 customer request information extraction unit 25 database 31 input reception unit 32 display control unit 33 voice data generation unit 34 voice data Storage unit 41 Input reception unit 42 Display control unit 211 Voice input application 212 Customer request information market application 221 Voice information management unit 222 Conversation information management unit 223 Customer request information management unit 224 User information management unit 225 Deposit/withdrawal information management unit 226 Device information Management unit 227 Employee information management unit 228 Remuneration information management unit 229 Contract information management unit 300 GUI control unit 301 Transmission/reception control unit 302 State control unit 303 Browsing count unit 304 Deposit/withdrawal control unit 305 Distribution unit

JP 2015-108997 A

Claims (10)

an information storage unit in which information including customer request information obtained from customers is registered;
providing a list screen of the customer request information to a service provider terminal used by a service provider who provides services to the customer, and providing first detailed information of the customer request information according to an operation of the service provider terminal; an operation display control unit that provides
a deposit/withdrawal control unit for controlling registration of deposit/withdrawal information in the information storage unit;
The deposit/withdrawal control unit has a deposit/withdrawal control unit that indicates that an information providing fee is to be withdrawn from the account of the service provider when the operation display control unit provides the first detailed information to the service provider terminal. registering information, deposit/withdrawal information indicating that the information provision fee is deposited into the account of the customer, and incentive information indicating that an incentive is given to the acquirer of the customer request information in the information storage unit;
The operation display control unit provides second detailed information including more detailed information than the first detailed information in response to an operation of the service provider terminal,
The deposit/withdrawal control unit has a deposit/withdrawal control unit that indicates that an information providing fee is to be withdrawn from the account of the service provider when the operation display control unit provides the second detailed information to the service provider terminal. An information processing system for registering information, deposit/withdrawal information indicating that the information providing fee is deposited into the account of the customer, and the incentive information in the information storage unit . 2. The information processing system according to claim 1 , wherein said first detailed information does not include information specifying said customer, and said second detailed information includes information specifying said customer. 3. The operation display control unit according to claim 1 , wherein when the second detailed information is provided to the service provider terminal, the operation display control unit rejects a request for providing the second detailed information to another service provider terminal. information processing system. Having a counting unit that counts the number of times the first detailed information is provided,
4. The information processing system according to claim 1 , wherein said second detailed information includes the number of times counted by said counting unit. a transmission/reception control unit for transmitting, to the customer terminal used by the customer, a notification containing the fact that the customer request information has been registered in the information storage unit and a link enabling viewing of the customer request information; 5. The information processing system according to any one of claims 1 to 4 . The operation display control unit provides the list screen to the customer terminal, and accepts a withdrawal request for withdrawing the customer request information from the customer and a proposal rejection request for rejecting the proposal from the service provider. Item 6. The information processing system according to item 5 . The operation display control unit provides a contract information input screen to the service provider terminal to enable input of a contract fee,
The deposit/withdrawal control unit determines a contract establishment fee and an incentive in accordance with the contract money entered on the contract information input screen, and determines a deposit/withdrawal fee indicating that the contract establishment fee is withdrawn from the account of the service provider. 7. The information processing system according to any one of claims 1 to 6 , wherein money information and said incentive information are registered in said information storage unit. 8. The information processing system according to any one of claims 1 to 7, further comprising a customer request information extraction unit for extracting the customer request information by analyzing voice data including the customer's utterance. an information storage unit in which information including customer request information obtained from customers is registered;
providing a list screen of the customer request information to a service provider terminal used by a service provider who provides services to the customer, and providing first detailed information of the customer request information according to an operation of the service provider terminal; an operation display control unit that provides
a deposit/withdrawal control unit for controlling registration of deposit/withdrawal information in the information storage unit;
The deposit/withdrawal control unit has a deposit/withdrawal control unit that indicates that an information providing fee is to be withdrawn from the account of the service provider when the operation display control unit provides the first detailed information to the service provider terminal. registering information, deposit/withdrawal information indicating that the information provision fee is deposited into the account of the customer, and incentive information indicating that an incentive is given to the acquirer of the customer request information in the information storage unit;
The operation display control unit provides second detailed information including more detailed information than the first detailed information in response to an operation of the service provider terminal,
The deposit/withdrawal control unit has a deposit/withdrawal control unit that indicates that an information providing fee is to be withdrawn from the account of the service provider when the operation display control unit provides the second detailed information to the service provider terminal. An information processing device for registering information, deposit/withdrawal information indicating that the information providing fee is deposited into the account of the customer, and the incentive information in the information storage unit . a step of registering information including customer request information obtained from a customer in an information storage unit;
providing a list screen of the customer request information to a service provider terminal used by a service provider who provides services to the customer, and providing first detailed information of the customer request information according to an operation of the service provider terminal; and
a step of controlling registration of deposit/withdrawal information in the information storage unit;
Receipt/withdrawal information indicating that the information providing fee is to be withdrawn from the service provider's account when the first detailed information is provided to the service provider terminal, and deposits the information providing fee to the customer's account. and registering in the information storage unit deposit/withdrawal information indicating that an incentive is to be given to the acquirer of the customer request information, and
providing second detailed information including more detailed information than the first detailed information in response to the operation of the service provider terminal;
Deposit/withdrawal information indicating that the information providing fee is to be withdrawn from the account of the service provider when the second detailed information is provided to the service provider terminal, and deposits the information providing fee to the account of the customer. An information processing method for registering deposit/withdrawal information representing the above and the incentive information in the information storage unit .

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