JP7633224B2 - Information processing device, information processing method, and information processing program - Google Patents

Description

This application relates to an information processing device, an information processing method, and an information processing program.

Technology has been proposed to conduct dialogue with customers based on dialogue scenarios, with the aim of eliminating the need for questionnaire surveys and monitor surveys and making it possible to easily collect and utilize market needs (see, for example, Patent Document 1).

In recent years, services have been provided that allow users to send and receive messages and data in real time in a chat format using their terminal devices (see, for example, Patent Document 2).

JP 2002-324158 A JP 2022-58711 A

However, the conventional techniques described above leave room for improvement in terms of increasing the effectiveness of processing in online services.

The present application has been made in consideration of the above, and aims to provide an information processing device, an information processing method, and an information processing program that can improve the effectiveness of processing in online services.

The information processing device according to the present application has a determination unit and an execution unit. The determination unit determines whether or not to execute communication on the online service with the service user through a chatbot based on the situation of the service user who uses the online service. When the determination unit determines that communication is to be executed, the execution unit displays the chatbot together with the content and executes processing related to the communication.

According to one aspect of the embodiment, it is possible to improve the effectiveness of processing in online services.

FIG. 1 is a diagram showing an overview of information processing executed by an information processing apparatus according to an embodiment. FIG. 2 is a diagram showing an overview of information processing executed by the information processing apparatus according to the embodiment. FIG. 3 is a block diagram illustrating an example of the configuration of the information processing device according to the embodiment. FIG. 4 is a diagram showing an overview of content information stored in the content information storage unit according to the embodiment. FIG. 5 is a diagram showing an overview of the service usage history stored in the service usage history storage unit according to the embodiment. FIG. 6 is a diagram illustrating an overview of user information stored in a user information storage unit according to the embodiment. FIG. 7 is a flowchart showing an example of a control procedure for the execution timing of communication according to the embodiment. FIG. 8 is a flowchart illustrating an example of a processing procedure of the recommendation process according to the embodiment. FIG. 9 is a hardware configuration diagram showing an example of a computer that realizes the functions of the information processing device according to the embodiment or each of the modified examples.

Below, the information processing device, information processing method, and information processing program according to the present application will be described in detail with reference to the drawings. Note that the information processing device, information processing method, and information processing program according to the present application are not limited to these embodiments. Furthermore, the embodiments can be appropriately combined as long as they do not cause inconsistencies in the processing content. Furthermore, the same parts in the following embodiments will be given the same reference numerals, and duplicated explanations will be omitted.

(Embodiment)
1. System configuration according to the embodiment
An overview of information processing executed by the information processing device 100 according to the embodiment will be described below with reference to Fig. 1 and Fig. 2. Fig. 1 and Fig. 2 show an overview of information processing executed by the information processing device 100 according to the embodiment.

First, before describing the overview of the information processing performed by the information processing device 100 according to the embodiment, an example of the configuration of an information processing system SYS including the information processing device 100 according to the embodiment will be described with reference to FIG. 1.

As shown in FIG. 1, the information processing system SYS has a user terminal 10 and an information processing device 100. The user terminal 10 and the information processing device 100 are connected to a network such as the Internet (for example, the network N shown in FIG. 3) by wire or wirelessly. The user terminal 10 and the information processing device 100 can communicate with each other through the network. Note that the configuration of the information processing system SYS shown in FIG. 1 is an example, and the system may include more user terminals 10 than the example shown in FIG. 1, or may include other information processing devices different from the information processing device 100.

The user terminal 10 is an information processing terminal used by a service user U who is a service user of various online services provided by the information processing device 100. For example, the user terminal 10 can be realized by a smartphone, a desktop PC (Personal Computer), a notebook PC, a tablet terminal, a mobile phone, a PDA (Personal Digital Assistant), etc.

In addition, the user terminal 10 has communication functions for performing wireless communication networks such as LTE (Long Term Evolution), 4G (4th Generation: fourth generation mobile communication system), and 5G (5th Generation: fifth generation mobile communication system), as well as short-range wireless communication such as Bluetooth (registered trademark) and wireless LAN (Local Area Network), and can connect to a network using these communication functions.

The user terminal 10 can also display web content provided by the information processing device 100, for example, using a web browser or an application. When the user terminal 10 receives control information for realizing information display processing from the information processing device 100 or the like, the user terminal 10 realizes the display processing in accordance with the control information.

The service user U can operate the user terminal 10 to browse websites of various online services displayed by a web browser and use web content displayed by the web browser. In addition, the service user U can download a dedicated application program (hereinafter referred to as a "dedicated app") for using websites of various online services from the information processing device 100 and install it on the user terminal 10. In this case, the service user U can use the content of various online services configured for the dedicated app by operating the dedicated app.

The information processing device 100 is an information processing device that provides various online services to each service user and executes information processing according to the embodiment. The information processing device 100 is typically a server device, but may be realized by a mainframe, a workstation, or the like. Furthermore, when the information processing device 100 is realized by a server device, it may be realized by a single server device, or may be realized by a cloud system in which multiple server devices and multiple storage devices operate in cooperation with each other.

The various online services provided by the information processing device 100 may include Internet connection, search services, SNS (Social Networking Service), electronic commerce services, electronic payment services, online games, online banking services, online trading services, hotel reservation services, ticket reservation services, video distribution services, music distribution services, news distribution services, map information services, route search services, route guidance services, line information services, operation information services, and weather information services. The various online services may also include API (Application Programming Interface) services corresponding to various applications.

When providing various online services, the information processing device 100 creates a user account including a user ID, which is user identification information for identifying each service user (for example, service user U). The user ID included in this user account is set arbitrarily by the service user (for example, service user U) when registering to use the online service, or is assigned individually by the information processing device 100. The information processing device 100 records a service usage history, which is a usage history of the online service, by linking it to the user account of each service user (for example, service user U), and manages the recorded service usage history for each service user. In addition, the information processing device 100 can distribute a dedicated app for using various online services in response to a request from the service user (for example, service user U).

2. Information Processing According to the Embodiment
[2-1. Example of communication execution timing control]
An overview of information processing executed by the information processing device 100 according to the embodiment will be described below with reference to Fig. 1. Fig. 1 illustrates an example of control of execution timing of communication through a chatbot (also referred to as a "communication bot") executed by the information processing device 100 in an information processing system SYS.

For example, in online services, there is a demand to obtain reviews (evaluation information) for trading objects such as products and services provided through the online service. For this reason, online services are generally configured to be able to accept reviews posted by service users. However, whether or not to post a review is left to the discretion of the service user, and the current situation is that the rate of review acquisition is not very high. In view of this situation, the information processing device 100 according to the embodiment executes communication with the service user through a chatbot on the online service based on the status of the service user who uses the online service. In this way, the information processing device 100 aims to improve the effectiveness of processing in the online service. Specifically, the information processing device 100 communicates with the service user at an appropriate timing when the service user is expected to post a review of the trading object, and can present a questionnaire to elicit a review of the trading object during a dialogue with the service user. As a result, the information processing device 100 can encourage the service user to answer the questionnaire, and can be expected to have the effect of efficiently acquiring reviews of the trading object.

Figure 1 illustrates an overview of information processing when the online service used by the service user is a hotel reservation service, but the information processing according to the embodiment can be similarly applied to services other than hotel reservation services. In the following explanation, the user terminal 10 may be referred to as the service user U. In other words, the service user U can be read as the user terminal 10.

As shown in FIG. 1, a service user U operates a user terminal 10 to access a hotel reservation service (step S01). For example, the user terminal 10 transmits a request to the information processing device 100 to obtain information for displaying service content for the hotel reservation service in accordance with the operation of the service user U.

Meanwhile, the information processing device 100 provides service content for the accommodation reservation service in response to a request from the service user U (step S02). For example, the information processing device 100 transmits information for displaying the service content for the accommodation reservation service to the user terminal 10.

In addition, the information processing device 100 performs a communication execution determination to determine whether or not to execute communication on the online service with the service user U through a chatbot, based on the status of the service user U who uses the online service (step S03).

Furthermore, when it is determined that communication is to be performed, the information processing device 100 displays the chatbot together with the service content provided to the service user U (step S04). Furthermore, the information processing device 100 executes processing related to communication with the service user U (step S05). The processing related to communication executed by the information processing device 100 includes dialogue processing for automatically conducting dialogue with the service user U through text or voice. The dialogue processing may include processing for conducting non-task-oriented dialogue, such as casual chatting or light-hearted conversation, with the service user U, and processing for conducting task-oriented dialogue for carrying out tasks related to the online service on behalf of the service user U at his/her request.

In the above-mentioned step S03, the information processing device 100 determines whether or not to communicate with the service user U through a chatbot, which is estimated based on the service usage history of each online service by the service user U.

For example, the information processing device 100 determines whether or not to execute communication based on the time elapsed since a specified conversion obtained from the service usage history. To give a specific example, if one of the specified conversions is a product purchase, the information processing device 100 derives a determination result that communication will be executed with the service user U through a chatbot if a predetermined period of time has passed since the date of the product purchase at the time of determining whether to execute communication.

For example, the information processing device 100 determines whether or not to communicate based on the relevance between a transaction object such as a product or service linked to a predetermined conversion obtained from the service usage history and the content of the service currently being used by the service user U. As a specific example, if the information processing device 100 determines that there is a relevance between a travel bag obtained from the purchase history of the service user U's EC site as a product linked to a predetermined conversion and the accommodation reservation service currently being used by the service user U, it derives a determination result that it will communicate with the service user U. Note that the information processing device 100 can determine whether or not there is a relevance between a transaction object such as a product or service linked to a predetermined conversion obtained from the service usage history and the content of the service content currently being viewed by the service user U based on a predetermined rule base, etc.

The information processing device 100 may also execute a questionnaire about a transaction object linked to a predetermined conversion during a dialogue with the service user U through the chatbot. As a specific example, if it is determined that there is an association between a travel bag obtained from the purchase history of the service user U's EC site and the service site of the accommodation reservation service that the service user U is viewing, a questionnaire about the travel bag is executed during a dialogue with the service user U.

In this way, the information processing device 100 communicates with the service user through a chatbot on the online service based on the status of the service user who uses the online service. In this way, the information processing device 100 aims to improve the effectiveness of processing in the online service. Specifically, the information processing device 100 communicates with the service user at an appropriate timing when the service user is expected to post a review of the transaction target, and can present a questionnaire to elicit a review of the transaction target during the dialogue with the service user. As a result, the information processing device 100 can encourage the service user to answer the questionnaire, and can be expected to have the effect of efficiently obtaining reviews of the transaction target.

In addition, the information processing device 100 may conduct a survey again for the same trading object that was the subject of the survey after a predetermined period of time has elapsed since conducting the survey. At this time, the content of the survey conducted by the information processing device 100 may be the same as that of the previous survey, or may be different from that of the previous survey.

In addition, the information processing device 100 may provide information to the service user U during a dialogue with the service user U through a chatbot, based on the status of the service user using the online service. For example, the information processing device 100 may provide information to a service user U who is using a certain online service to guide (guide) the user to another online service.

[2-2. Information display example]
An example of information displayed on the user terminal 10 based on information provided by the information processing device 100 will be described below with reference to FIG.

By the processing of step S04 described above, the user terminal 10 displays a chatbot CB (dialogue screen) together with service content CT for the accommodation reservation service based on the information provided by the information processing device 100 (step S11). For example, the chatbot CB shown in FIG. 1 displays communication information JH based on the service usage history of the service user U. The chatbot CB shown in FIG. 1 also displays objects OB1-1 and OB1-2 for receiving actions related to the communication information JH from the service user U.

Furthermore, by the processing of step S05 described above, the chatbot shown in FIG. 1 displays a questionnaire Q following the communication information JH (step S12). The questionnaire Q may be displayed in response to an action by the service user U, or may be displayed automatically regardless of the service user U. Furthermore, the chatbot CB shown in FIG. 1 displays objects OB2-1, OB2-2, and OB2-3 for receiving responses to the questionnaire Q from the service user U.

[2-3. Examples of using survey responses]
Hereinafter, an example of using answers obtained from the service user U to a questionnaire presented to the service user U by the information processing shown in Fig. 1 will be described with reference to Fig. 2. Fig. 2 shows an example of a process in which the information processing device 100 in the information processing system SYS provides a recommendation to the service user U based on the answer of the service user U to the questionnaire.

2, the information processing device 100 executes an evaluation process for evaluating the service user U's satisfaction with the transaction object based on the service user U's response to the questionnaire (step S21). Then, the information processing device 100 executes a recommendation based on the evaluation result of the service user U's satisfaction (step S22). For example, the information processing device 100 displays on the user terminal 10 recommended items and content related to the service site that the service user U is browsing based on the transaction object with which the service user U has high satisfaction. In addition, the information processing device 100 may provide (feed back) information about the service user U's satisfaction with the transaction object evaluated by the above-mentioned evaluation process to, for example, a provider (such as a store or manufacturer) that provides the transaction object through an online service. The above-mentioned information about the service user U's satisfaction is based on the service user U's response to the questionnaire, and is highly reliable and can be useful information for the provider of the transaction object.

The information processing device 100 may evaluate in advance the reliability (credibility) of responses to questionnaires obtained from the service user U based on the service usage history. For example, the information processing device 100 may conduct a questionnaire about products for the service user U, and if the service user U responds about a product for which there is no purchase history, the information processing device 100 may lower the reliability of the service user U. In other words, the information processing device 100 may score the service user U so that the reliability is relatively lower than that of a service user U who has a purchase history for the product that is the subject of the questionnaire. For example, if a service user U who has been evaluated as having a low reliability responds to a questionnaire about a product that this service user U has purchased, the information processing device 100 may determine that the reliability of the response is low.

The survey here is conducted by identifying in advance from the service usage history of the service user U products that the service user U has never purchased or services that the service user U has never used. In other words, in order to score the credibility of the service user U in advance, for example, the information processing device 100 deliberately asks about the impressions of products that the service user U has never purchased in the past through the survey, and if the answer "I don't know because I haven't bought it" is selected, the reliability (trust) of the answer by the service user U in question can be evaluated as high, and if the answer "It was very good" is selected, the reliability (trust) of the answer by the service user U in question can be evaluated as low.

In addition, the contents of the questionnaire used to score the service user's credit do not need to be based on the service usage history, but may be based on attribute information indicating the attributes of the service user U. In addition, the scoring of the service user's credit does not need to be carried out by a questionnaire, but may be carried out in a dialogue with the chatbot CB. Specifically, when the information processing device 100 can identify that the address of the service user U is "Kanagawa Prefecture" based on the attribute information indicating the attributes of the service user U, the information processing device 100 asks the service user U a question, "Do you live in Kansai?" in a dialogue through the chatbot CB. That is, the information processing device 100 asks a question that is different from the information identified from the attribute information linked to the service user U. Then, when the service user U answers to this question by denying the content of the question, the information processing device 100 evaluates the reliability of the answer by the service user U as high, and on the other hand, when the service user U answers to the question by affirming the content of the question, the information processing device 100 evaluates the reliability of the answer by the service user U as low. In this way, the information processing device 100 can use questionnaires and questions of any content as long as it is possible to evaluate the reliability of the answers given by the service user U. Furthermore, for service users whose answers have low reliability (credibility), the information processing device 100 may strengthen user authentication when using online services, not use answers to chats, or not conduct questionnaires.

3. Configuration of the information processing device according to the embodiment
An example of the configuration of the information processing device 100 according to the embodiment will be described with reference to Fig. 3. Fig. 3 shows an example of the configuration of the information processing device 100 according to the embodiment. As shown in Fig. 3, the information processing device 100 has a communication unit 110, a storage unit 120, and a control unit 130.

(Regarding communication unit 110)
The communication unit 110 is realized by, for example, a network interface card (NIC) or the like. The communication unit 110 is connected to a network N by wire or wirelessly. The information processing device 100 transmits and receives information to and from other devices such as a user terminal 10 via the network N.

(Regarding the storage unit 120)
The storage unit 120 stores, for example, programs and data used for control and calculation by the control unit 130. For example, the storage unit 120 is realized by a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk. For example, the storage unit 120 has a content information storage unit 121, a service usage history storage unit 122, and a user information storage unit 123. Note that the storage unit 120 is not limited to the example shown in FIG. 3, and may store information related to service content of an online service.

(Content information storage unit 121)
The content information storage unit 121 stores information about content corresponding to various online services used by a service user (for example, the service user U shown in FIG. 1). FIG. 4 shows an overview of the content information stored in the content information storage unit 121 according to the embodiment.

As shown in FIG. 4, the content information stored in the content information storage unit 121 has multiple items such as a "service" item, a "service content" item, and a "related transaction target" item. These items in the content information are associated with each other.

The "Service" field stores unique identification information assigned to each online service. The "Service Content" field stores information indicating the content of the online service, such as Internet connection, search service, SNS (Social Networking Service), e-commerce service, electronic payment service, online game, online banking service, online trading service, and hotel reservation service. The "Related Transaction Object" field stores information indicating the transaction object, such as a product or service that is related to the content of the online service. The "Related Transaction Object" field is set in advance by the administrator of the information processing device 100.

According to FIG. 4, the service content of the online service identified by the identification information "Service #001" is "Content C-1," and the related transaction objects related to the online service content are "Object X-1, Object X-2, ...." For example, in the case of a hotel reservation service, travel items such as travel bags and compression bags, and information magazines providing tourist information are expected to be closely related transaction objects.

(Service Usage History Storage Unit 122)
The service usage history storage unit 122 stores the service usage history of each online service used by a service user of the online service (for example, the service user U shown in FIG. 1). FIG. 5 shows an overview of the service usage history stored in the service usage history storage unit 122 according to the embodiment.

As shown in FIG. 5, the service usage history stored in the service usage history storage unit 122 according to the embodiment has multiple items such as a "user ID" item, a "search history" item, a "travel history" item, a "purchase history" item, and a "browsing history" item. These items in the service usage history are associated with each other.

The "user ID" field stores user identification information for the online service that is individually assigned to the service user when registering to use the online service. The "search history" field stores information indicating the service user's search history in the online service. The "movement history" field stores information indicating the service user's movement history in the online service. The "purchase history" field stores information indicating the service user's purchase history in the online service. Note that the information indicating the purchase history includes information indicating the date and time when a predetermined conversion was made (for example, the date and time of purchase of a product or the date and time of use of a service). The "browsing history" field stores information indicating the service user's browsing history in the online service. Note that the service usage history storage unit 122 may store behavioral information of the service user obtained from the service usage history.

(User information storage unit 123)
The user information storage unit 123 stores user information related to a service user of an online service (for example, the service user U shown in FIG. 1). FIG. 6 shows an overview of the user information stored in the user information storage unit 123 according to the embodiment.

As shown in FIG. 6, the user information stored in the user information storage unit 123 according to the embodiment has multiple items such as a "user ID" item, a "personal information" item, a "satisfaction level information" item, and a "response reliability" item. These items in the user information are associated with each other.

The "User ID" field stores user identification information for the online service that is individually assigned to the service user when registering to use the online service. The "Personal Information" field stores personal information about the service user. The "Satisfaction Information" field stores information indicating the service user's satisfaction with the transaction object linked to a specified conversion. The "Response Reliability" field stores information indicating the reliability of the service user's response to the questionnaire.

(Regarding the control unit 130)
The control unit 130 is realized by a central processing unit (CPU) or a micro processing unit (MPU) executing various programs stored in a storage device inside the information processing device 100 using a RAM as a working area. The control unit 130 is also realized by an integrated circuit such as an application specific integrated circuit (ASIC) or a field programmable gate array (FPGA).

The control unit 130 shown in FIG. 3 has a display control unit 131, a determination unit 132, and an execution unit 133, and these units realize or execute the functions and actions of the information processing described below. Note that the control unit 130 may have multiple internal configurations divided into processing units that realize or execute the functions and actions of the information processing described below. Also, the control unit 130 is not limited to the configuration shown in FIG. 3, and may have other configurations as long as they perform the information processing described below, and may have other functional units other than those shown in FIG. 3.

(Display Control Unit 131)
The display control unit 131 causes the user terminal 10 of a service user (for example, service user U shown in FIG. 1 ) to display service content corresponding to a request from the service user. For example, when the display control unit 131 acquires an access request for an online service from the user terminal 10 via the communication unit 110, the display control unit 131 acquires information on the service content corresponding to the access request. Then, the display control unit 131 transmits the acquired information on the service content via the communication unit 110 to the user terminal 10 that is the sender of the access request.

(Determination unit 132)
The judgment unit 132 judges whether or not to execute communication on the online service through a chatbot with a service user (for example, service user U shown in FIG. 1) based on the status of the service user using the online service.

For example, the determination unit 132 may determine whether or not to communicate with a service user through a chatbot based on the service user's situation estimated based on the service usage history.

For example, the determination unit 132 may determine whether or not to execute communication based on the time that has elapsed since a predetermined conversion obtained from the service usage history. That is, when the determination unit 132 wishes to obtain a review on the usage of a product purchased by a service user, the determination unit 132 determines that communication with the service user should be executed on the condition that at least the time that is estimated to have elapsed since the product was used has elapsed. The predetermined conversion includes not only the purchase of a product but also the use of a service. The type of the predetermined conversion is set arbitrarily by the administrator of the information processing device 100.

For example, the determination unit 132 may determine whether or not to execute communication based on the relevance between a transaction object linked to a predetermined conversion acquired from the service usage history and the content of the service being used by the service user. Specifically, the determination unit 132 refers to the content information storage unit 121 and determines whether or not the transaction object linked to the predetermined conversion is included in the related transaction object associated with the content of the service being used by the service user. That is, for example, when the determination unit 132 wants to acquire a review on the usability of a product purchased by the service user, the determination unit 132 determines to execute communication at the timing when the service user is using a service related to the target product. This is expected to produce a natural flow of dialogue and increase the accuracy of acquiring a review on the usability of the product. The determination unit 132 may use the content of the service content being used by the service user as the content of the service for judging the presence or absence of relevance with the transaction object.

The determination unit 132 may also record the service usage status when a response to a questionnaire was obtained for each service user, and derive a determination result that communication will be executed if the service user's status indicates a history of responding to questionnaires. For example, for a service user who has a history of receiving responses to questionnaires while using a news distribution service, the determination unit 132 may derive a determination result that communication will be executed on the condition that the news distribution service is being used.

The determination unit 132 may take into account information other than the service usage history as information for estimating the service user's status. For example, the determination unit 132 may acquire user information such as acceleration detected on the user terminal 10, voice input by the service user, and operations input by the service user, and estimate the service user's status. For example, when it is determined from the service usage history that the usage time of the search service exceeds a predetermined time and the service user is not walking based on the acceleration or the like, the determination unit 132 may estimate that the service user is concentrating on collecting information.

(Executing Unit 133)
When the determination unit 132 determines that communication is to be executed, the execution unit 133 displays the chatbot together with the content and executes processing related to the communication with a service user (for example, service user U shown in Figure 1).

For example, when the determination unit 132 determines that communication is to be executed, the execution unit 133 may execute a questionnaire about a transaction object linked to a specified conversion during a dialogue with the service user.

For example, the execution unit 133 may conduct a survey again for the same trading target that was the subject of the survey after a predetermined period of time has elapsed since the survey was conducted.

For example, the execution unit 133 may evaluate the service user's satisfaction with the transaction target based on the service user's response to a questionnaire, and perform a recommendation based on the evaluation result.

For example, the execution unit 133 may evaluate the reliability of responses to a questionnaire obtained from a service user based on the service usage history.

4. Processing Procedure According to the Embodiment
[4-1. Control procedure for communication execution timing]
The procedure of information processing executed by the information processing device 100 according to the embodiment will be described below. First, an example of a procedure for controlling the execution timing of communication according to the embodiment will be described with reference to FIG. 7. FIG. 7 is a flowchart showing an example of a procedure for controlling the execution timing of communication according to the embodiment. The processing procedure shown in FIG. 7 is executed by the control unit 130 of the information processing device 100. The processing procedure shown in FIG. 7 is repeatedly executed while the information processing device 100 is in operation.

As shown in FIG. 7, the providing unit 131 provides the service user with service content corresponding to the access request (step S101).

The determination unit 132 also determines whether or not there is a specific conversion linked to the service user based on the service usage history of the service user (step S102).

When the determination unit 132 determines that there is a specific conversion linked to the service user (step S102; Yes), it determines whether the elapsed time from the specific conversion exceeds a predefined threshold value (step S103).

When the determination unit 132 determines that the time elapsed since the specified conversion exceeds a predefined threshold (step S103; Yes), it determines whether there is a correlation between the transaction object linked to the specified conversion and the content of the service currently being used by the service user (step S104).

In addition, if the determination unit 132 determines that there is a correlation between the transaction object linked to the specified conversion and the content of the service currently being used by the service user (step S104; Yes), the execution unit 133 causes the chatbot to display the service content and execute a questionnaire about the transaction object linked to the specified conversion (step S105), and ends the processing procedure shown in FIG. 7.

In the above-mentioned step S104, if the determination unit 132 determines that there is no correlation between the transaction object linked to the specified conversion and the content of the service being used by the service user (step S104; No), the execution unit 133 causes the chatbot to display the service content, provides information based on the situation of the service user (step S106), and ends the processing procedure shown in FIG. 7.

In step S103 described above, if the execution unit 133 determines that the elapsed time from the specified conversion does not exceed a predefined threshold (step S103; No), the processing proceeds to step S106 described above.

In step S102 described above, if the execution unit 133 determines that there is no specific conversion linked to the service user (step S102; No), the processing proceeds to step S106 described above.

[4-2. Recommendation Processing Procedure]
Next, an example of a processing procedure of the recommendation processing according to the embodiment will be described with reference to Fig. 8. Fig. 8 is a flowchart showing an example of a processing procedure of the recommendation processing according to the embodiment. The processing procedure shown in Fig. 8 is executed by the control unit 130 of the information processing device 100. The processing procedure shown in Fig. 8 is repeatedly executed while the information processing device 100 is in operation.

As shown in FIG. 8, the execution unit 133 obtains responses to a questionnaire for each transaction target for the service user to be processed (step S201).

The execution unit 133 also evaluates the satisfaction level for each transaction target based on the obtained questionnaire responses (step S202).

The execution unit 133 also makes recommendations to the service user based on the evaluation results of the satisfaction level for each transaction object (step S203), and ends the processing procedure shown in FIG. 8.

5. Modifications
The information processing device, the information processing method, and the information processing program according to the present application may be embodied in various different forms other than the above-described embodiment. Modifications of the above-described embodiment will be described below.

(5-1. Use of trained models)
In the above embodiment, the information processing device 100 may use a trained model trained by machine learning to determine whether or not to execute online communication with a service user through a chatbot. For example, the information processing device 100 uses a trained model that has learned characteristics of the relationship between the situation of the service user and the timing of execution of communication with the service user through the chatbot to determine whether or not to execute communication with the service user through the chatbot.

(5-2. Other trained models)
In the above embodiment, the information processing device 100 may estimate the status of the service user using a trained model trained by machine learning. For example, the information processing device 100 may estimate the status of the service user using a trained model that has learned the characteristics of the relationship between the service usage history and user information and the status of the service user. In this case, the information processing device 100 may collect information such as the content of the service content, the type of service being used, and the frequency of use of the service content as the service usage history, and use it as learning data. In addition, the information processing device 100 may collect information such as the behavior of the service user in the service content, sensor information in the user terminal 10, and the content of the dialogue with the service user as the user information, and use it as learning data.

(5-3. Conversation patterns)
In the above embodiment, the information processing device 100 may communicate with the service user by using a conversation pattern prepared in advance. Specifically, the execution unit 133 selects a conversation pattern from the conversation patterns prepared in advance according to the content of the service being used by the service user and the service usage history, and provides information or conducts a questionnaire through a chatbot.

For example, when providing information to a service user, the execution unit 133 acquires a dialogue pattern that matches the content of the service being used by the service user from among the dialogue patterns corresponding to the information provision. The execution unit 133 then executes communication with the service user to provide the information in accordance with the acquired dialogue pattern. Also, for example, when conducting a survey of the service user, the execution unit 133 acquires a dialogue pattern for conducting a survey on a transaction target linked to a specified conversion from among the dialogue patterns corresponding to conducting the survey. The execution unit 133 then executes communication with the service user to conduct the survey in accordance with the acquired dialogue pattern.

(5-4. Continuous display of chatbot)
In the above embodiment, the information processing device 100 may continuously display the chatbot displayed together with the content for the service currently being used by the service user even if the online service used by the service user is changed.

[6. Effects]
The information processing device 100 according to the embodiment includes a determination unit 132 and an execution unit 133. The determination unit 132 determines whether or not to execute communication on the online service with the service user through a chatbot, based on the situation of the service user who uses the online service. When the determination unit 132 determines that communication is to be executed, the execution unit 133 displays the chatbot together with the content, and executes processing related to the communication.

The information processing device 100 further includes a storage unit 120 that stores the service usage history of each online service by the service user. The determination unit 132 determines whether or not to communicate with the service user through a chatbot based on the service user's status estimated based on the service usage history.

In addition, the determination unit 132 determines whether or not to execute communication based on the elapsed time from a specified conversion obtained from the service usage history.

In addition, the determination unit 132 determines whether or not to execute communication based on the relevance between the transaction object linked to a specific conversion obtained from the service usage history and the content of the service being used by the service user.

In addition, when the determination unit 132 determines that the communication is to be executed, the execution unit 133 executes a questionnaire about the transaction object linked to a specified conversion in the communication.

In addition, the execution unit 133 conducts a survey again for the same trading object that was the subject of the survey after a predetermined period of time has elapsed since the survey was conducted.

In addition, the execution unit 133 evaluates the service user's satisfaction with the transaction target based on the service user's response to the questionnaire, and makes recommendations based on the evaluation results.

In addition, the execution unit 133 evaluates the reliability of the answers to the questionnaire obtained from the service user based on the service usage history.

In addition, the determination unit 132 determines whether or not to execute communication using a trained model that has learned the characteristics of the relationship between the service user's situation and the timing of communication execution.

For this reason, the information processing device 100 according to the embodiment can improve the effectiveness of processing in online services by the processes executed by each of the above-mentioned units, or any combination of the units. For example, the information processing device 100 can communicate with the service user at an appropriate time when the service user is expected to post a review of the transaction target, and can present a questionnaire to elicit a review of the transaction target during the dialogue with the service user. As a result, the information processing device 100 can encourage the service user to answer the questionnaire, and can be expected to have the effect of efficiently obtaining reviews of the transaction target.

[7. Hardware Configuration]
Moreover, the information processing devices according to the above-described embodiments and each modified example are realized, for example, by a computer 1000 having a configuration as shown in Fig. 9. Fig. 9 is a hardware configuration diagram showing an example of a computer that realizes the functions of the information processing devices according to the embodiments and each modified example.

The computer 1000 is connected to an output device 1010 and an input device 1020, and has a configuration in which a calculation device 1030, a primary storage device 1040, a secondary storage device 1050, an output IF (Interface) 1060, an input IF 1070, and a network IF 1080 are connected by a bus 1090.

The arithmetic device 1030 operates based on programs stored in the primary storage device 1040 and the secondary storage device 1050, programs read from the input device 1020, and the like, and executes various processes. The primary storage device 1040 is a memory device, such as a RAM, that primarily stores data used by the arithmetic device 1030 for various calculations. The secondary storage device 1050 is a storage device in which data used by the arithmetic device 1030 for various calculations and various databases are registered, and is realized by a ROM (Read Only Memory), HDD, flash memory, etc.

The output IF 1060 is an interface for transmitting information to be output to an output device 1010 such as a monitor or printer, which outputs various types of information, and is realized, for example, by a connector conforming to a standard such as USB (Universal Serial Bus), DVI (Digital Visual Interface), or HDMI (registered trademark) (High Definition Multimedia Interface). The input IF 1070 is an interface for receiving information from various input devices 1020 such as a mouse, keyboard, and scanner, and is realized, for example, by a USB.

The input device 1020 may be a device that reads information from, for example, an optical recording medium such as a CD (Compact Disc), a DVD (Digital Versatile Disc), or a PD (Phase change rewritable Disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), a tape medium, a magnetic recording medium, or a semiconductor memory. The input device 1020 may also be an external storage medium such as a USB memory.

The network IF 1080 receives data from other devices via the network N and sends it to the computing device 1030, and also transmits data generated by the computing device 1030 to other devices via the network N.

The arithmetic unit 1030 controls the output device 1010 and the input device 1020 via the output IF 1060 and the input IF 1070. For example, the arithmetic unit 1030 loads a program from the input device 1020 or the secondary storage device 1050 onto the primary storage device 1040 and executes the loaded program.

For example, when the computer 1000 functions as the information processing device 100 according to the embodiment, the arithmetic device 1030 of the computer 1000 executes a program (e.g., an information processing program) loaded onto the primary storage device 1040, thereby realizing functions similar to those of the control unit 130. That is, the arithmetic device 1030 cooperates with the program (e.g., an information processing program) loaded onto the primary storage device 1040 to realize processing by the information processing device 100 according to the embodiment.

[8. Other]
Of the processes described in the above embodiments, all or part of the processes described as being performed automatically can be performed manually, or all or part of the processes described as being performed manually can be performed automatically by a known method. In addition, the information including the process procedures, specific names, various data and parameters shown in the above documents and drawings can be changed arbitrarily unless otherwise specified.

In addition, each component of each device shown in the figure is a functional concept, and does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or part of them can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc.

Furthermore, the above-mentioned embodiments can be combined as appropriate to the extent that they do not cause any contradictions in the processing content.

The above describes the embodiments of the present application in detail with reference to several drawings, but these are merely examples, and the present invention can be embodied in other forms with various modifications and improvements based on the knowledge of those skilled in the art, including the forms described in the disclosure section of the invention.

The above-mentioned "section, module, unit" can be read as "means" or "circuit." For example, a control unit can be read as a control means or a control circuit.

N network SYS information processing system 10 user terminal 100 information processing device 110 communication unit 120 storage unit 121 seller information storage unit 122 product information storage unit 123 inventory information storage unit 130 control unit 131 provision unit 132 determination unit 133 execution unit

Claims (11)

A storage unit that stores a service usage history of each online service by a service user who uses the online service;
a determination unit that determines whether or not to execute communication on an online service with the service user through a chatbot based on a state of the service user estimated based on the service usage history;
an execution unit that displays the chatbot together with content corresponding to the online service when the determination unit determines that the communication is to be executed, and executes a process related to the communication;
The determination unit is
an information processing device which, when a specific conversion obtained from the service usage history includes a product purchase, derives a determination result to execute the communication with the service user through a chatbot, on the condition that a predetermined period of time has passed since the date of purchase of the product at the time of determining whether to execute the communication. A storage unit that stores a service usage history of each online service by a service user who uses the online service;
a determination unit that determines whether or not to execute communication on an online service with the service user through a chatbot based on a state of the service user estimated based on the service usage history;
an execution unit that displays the chatbot together with content corresponding to the online service when the determination unit determines that the communication is to be executed, and executes a process related to the communication;
The determination unit is
an information processing device which, based on a predetermined rule base for determining whether or not there is a relevance between a transaction object linked to a specified conversion obtained from the service usage history and the content of a service currently being used by the service user, derives a determination result to execute the communication when it is determined that there is a relevance between a transaction object obtained from the service usage history of a first service, among a first service and a second service, included in the online service, as a transaction object linked to a specified conversion, and the second service currently being used by the service user. The execution unit is
The information processing device according to claim 1 or 2, wherein, when the determination unit determines that the communication is to be executed, a questionnaire about a transaction object linked to the predetermined conversion is executed in the communication. The execution unit is
4. The information processing apparatus according to claim 3, further comprising: a second questionnaire for the same transaction object as the transaction object that was the subject of the questionnaire, the second questionnaire being conducted after a predetermined period of time has elapsed since the questionnaire was conducted. The execution unit is
The information processing apparatus according to claim 3 , further comprising: evaluating the service user's degree of satisfaction with the transaction object based on the service user's response to the questionnaire; and executing a recommendation based on a result of the evaluation. The execution unit is
The information processing apparatus according to claim 3 , further comprising: a step of evaluating reliability of responses to the questionnaire obtained from the service user based on the service usage history. The determination unit is
The information processing device according to claim 1 , further comprising: a trained model that learns characteristics of a relationship between a situation of the service user and a timing of execution of the communication, and determines whether or not to execute the communication. 1. A computer-implemented information processing method, comprising:
a determination step of determining whether or not to execute communication on the online service with a service user through a chatbot, based on a status of the service user estimated based on a service usage history of each online service by the service user who uses the online service;
and an execution step of displaying the chatbot together with content corresponding to the online service and executing a process related to the communication when it is determined in the determination step that the communication is to be executed;
The determination step includes:
An information processing method characterized by deriving a determination result that, when a product purchase is included in the specified conversion obtained from the service usage history, the communication with the service user through a chatbot will be executed, on condition that a predetermined period of time has passed since the date of purchase of the product at the time of determining whether to execute the communication. On the computer,
a determination step of determining whether or not to execute communication on the online service through a chatbot with a service user based on a status of the service user using the online service estimated based on a service usage history of each online service by the service user who uses the online service;
an execution step of displaying the chatbot together with content corresponding to the online service and executing a process related to the communication when it is determined that the communication is to be executed by the determination step;
The determination procedure includes:
When a product purchase is included in the specified conversion obtained from the service usage history, an information processing program derives a determination result that the communication with the service user through a chatbot will be carried out, on the condition that a predetermined period of time has passed since the date of purchase of the product at the time of determining whether to carry out the communication. 1. A computer-implemented information processing method, comprising:
a determination step of determining whether or not to execute communication on the online service with a service user through a chatbot, based on a status of the service user estimated based on a service usage history of each online service by the service user who uses the online service;
and an execution step of displaying the chatbot together with content corresponding to the online service and executing a process related to the communication when it is determined in the determination step that the communication is to be executed;
The determination step includes:
an information processing method comprising: deriving a determination result to execute the communication when it is determined that there is a correlation between a transaction object obtained from the service usage history of a first service, which is one of a first service and a second service included in the online service, as a transaction object linked to a specified conversion obtained from the service usage history, and the second service being used by the service user, based on a predetermined rule base for determining whether or not there is a correlation between the transaction object linked to a specified conversion obtained from the service usage history and the content of a service being used by the service user. On the computer,
a determination step of determining whether or not to execute communication on the online service through a chatbot with a service user based on a status of the service user using the online service estimated based on a service usage history of each online service by the service user who uses the online service;
an execution step of displaying the chatbot together with content corresponding to the online service and executing a process related to the communication when it is determined that the communication is to be executed by the determination step;
The determination procedure includes:
an information processing program that derives a determination result to execute the communication when it is determined that there is a correlation between a transaction object obtained from the service usage history of a first service, which is one of a first service and a second service included in the online service, as a transaction object linked to a specified conversion obtained from the service usage history, and the second service being used by the service user, based on a predetermined rule base for determining whether or not there is a correlation between the transaction object linked to a specified conversion obtained from the service usage history and the content of a service being used by the service user.

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