Information processing device, information processing method, and information processing program

Abstract

We help customers accurately identify potential issues. [Solution] An information processing device according to an embodiment has a first generation unit that generates question content that includes at least an initial question and an answer input form that can accept input of an answer, a second generation unit that generates support content that supports asking additional questions, which are second or subsequent questions, and that includes at least the answer and a comment input form that can accept input of a comment on the answer, and an update unit that, in response to receiving the comment that has been input via the comment input form, adds the received comment to the support content, and controls the support content with the comment added to be displayed on at least one of the second terminal device and the third terminal device.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and an information processing program.

Background Art

[0002] In the training of salespersons, the effectiveness of OJT (On the Job Training) is known. A salesperson can face a negotiation with a customer together with a mentor who has more experience in sales activities than the salesperson, and can receive support from the mentor during the negotiation or receive feedback on sales activities from the mentor after the negotiation. And in recent years, a technology that enables a salesperson to receive negotiation support from a mentor remotely is known. Patent Document 1 discloses a sales support method in which a salesperson accesses a management server using an information processing terminal device and can receive real-time advice remotely from a mentor.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, the sales support method described in Patent Document 1 merely automatically extracts advice points—items that a mentor should advise on—based on the transition of topics recorded in the meeting minutes of a business negotiation. In this regard, sales activities place great importance on hearing about potential issues that the customer themselves has not yet noticed, or that have not yet been made apparent or articulated. Therefore, if the automatically extracted advice points are inconsistent with the customer's potential issues, or if the salesperson repeatedly asks questions unrelated to the customer's potential needs, it will not lead to hearing about the customer's potential issues, and sales activities that lead to closing a deal will not be achieved.

[0005] This invention has been made in view of the above-mentioned problems, and aims to provide an information processing method that supports the accurate gathering of customers' potential problems. [Means for solving the problem]

[0006] An information processing device according to one aspect of the present disclosure is an information processing device that is interconnected via a network with a first terminal device, a second terminal device, and a third terminal device, each operated by a different operator, and comprises: a first generation unit that generates question content which includes at least an initial question which is the first question asked to the operator of the first terminal device, and an answer input form which can accept input of an answer to the initial question; a first control unit that causes the question content generated by the first generation unit to be displayed on the first terminal device; a receiving unit that receives the answer which has been received via the answer input form; and support content which assists in asking additional questions which are the second and subsequent questions asked to the operator of the first terminal device, and which includes the answer which has been received via the answer input form, and The device comprises: a second generation unit that generates support content which includes at least a comment input form that can accept input of comments on the given answer; a second control unit that causes the support content generated by the second generation unit to be displayed on a second terminal device operated by a different operator than the first terminal device, and on a third terminal device operated by a different operator than the first and second terminal devices; and an update unit that adds the received comment to the support content in response to the receiving unit receiving the comment input via the comment input form, wherein the second control unit causes the support content to which the comment has been added by the update unit to be displayed on at least one of the second and third terminal devices. [Effects of the Invention]

[0007] According to this disclosure, an information processing method can be realized that supports the accurate gathering of customers' potential challenges. [Brief explanation of the drawing]

[0008] [Figure 1] Figure 1 is a diagram showing an overview example of information processing according to an embodiment. [Figure 2] Figure 2 shows an example of the configuration of an information processing system according to the embodiment. [Figure 3] Figure 3 shows an example of the configuration of an information processing device according to the embodiment. [Figure 4] Figure 4 shows an example of the contents of the management information stored in the business opportunity database according to this embodiment. [Figure 5] Figure 5 shows an example of the contents of the management information stored in the question database according to this embodiment. [Figure 6] Figure 6 shows an example of the contents of the management information stored in the comment database according to this embodiment. [Figure 7] Figure 7 shows an example of the configuration of a terminal device according to this embodiment. [Figure 8] Figure 8 is a diagram illustrating an example of an information processing sequence according to the embodiment. [Figure 9] Figure 9 shows an example of question content according to this embodiment. [Figure 10] Figure 10 shows an example of report content according to the embodiment. [Figure 11] Figure 11 shows an example of support content according to the embodiment. [Figure 12] Figure 12 shows an example of screen transitions for support content according to this embodiment. [Figure 13] Figure 13 shows an example of a display screen for question setting content according to the embodiment. [Figure 14] Figure 14 shows an example of a display screen for management content according to the embodiment. [Figure 15] Figure 15 is a flowchart showing an example of the sorting procedure for a monitor window according to the embodiment. [Figure 16] Figure 16 shows an example of the hardware configuration of a computer according to this embodiment. [Modes for carrying out the invention]

[0009] An information processing apparatus, an information processing method, and a form for implementing an information processing program according to the present application (hereinafter referred to as "embodiment") will be described in detail with reference to the drawings. Note that the information processing apparatus, the information processing method, and the information processing program are not limited by this embodiment. In the following embodiments, the same components are denoted by the same reference numerals, and duplicate descriptions are omitted.

[0010] [Embodiment] [Outline of Information Processing According to Embodiment] Hereinafter, with reference to FIG. 1, the outline of the information processing according to the embodiment will be described. FIG. 1 is a diagram for explaining the outline of the information processing according to the embodiment.

[0011] The server 100 is an information processing apparatus that provides a business activity support service for performing business activity support and transmitting and receiving information related to business activity support. The server 100 can be realized either as a single information processing apparatus or as a cloud system.

[0012] The business terminal device 200 is used by a salesperson SR who is a service user of the business activity support service. The business terminal device 200 is, for example, a notebook PC (Personal Computer). The business activity support service of the embodiment is, for example, a service in which a salesperson SR can receive advice via a network on how to interact with a customer CL during a business negotiation with the customer CL. The salesperson SR can use various services through an application program for business activity support (hereinafter sometimes referred to as "app") having a cooperation function between the server 100 and the business terminal device 200 by installing the app in the business terminal device 200 in advance. Note that this business activity support service can also use various services by accessing a site provided by the server 100 using a general web browser pre-installed in the business terminal device 200.

[0013] The customer terminal device 300 is used by a customer CL who is the target of the salesperson SR's sales activities. The customer terminal device 300 is, for example, a tablet-type information processing terminal device. In the sales activity support service of the embodiment, for example, the salesperson SR temporarily lends this customer terminal device 300 to the customer CL during a business negotiation with the customer CL, but the customer CL may access the server 100 using the customer terminal device 300 owned by the customer CL itself. In the embodiment, the business negotiation between the salesperson SR and the customer CL is mainly assumed to be a face-to-face negotiation at the customer site which is the residence of the customer CL, but this sales activity support service can also be applied to a so-called remote negotiation in which each terminal device is connected to each other via a network. The salesperson SR can use various services through the app by pre-installing an app for sales activity support with a cooperation function between the server 100 and the customer terminal device 300 on the customer terminal device 300 in advance.

[0014] In S101, the server 100 transmits question content to the customer terminal device 300. The question content is a question that the salesperson SR asks the customer CL, and is content including an initial question which is the first question in the business negotiation between the salesperson SR and the customer CL. The term "initial" includes not only the first face-to-face meeting between the salesperson SR and the customer CL, but also the first face-to-face meeting between the salesperson SR and the customer CL for different business materials and different transactions even if the salesperson SR and the customer CL have known each other in the past. Further, the question content includes a response input form capable of receiving an input of a response to the initial question. In S102, the customer CL checks the question content displayed on the customer terminal device 300 handed over by the salesperson SR and inputs a response to the initial question into the response input form. When the customer CL inputs a response to the response input form, in S103, the customer terminal device 300 sequentially transmits the received response to the server 100. Details of the question content will be described later.

[0015] In S104, the server 100 generates report content based on the customer CL's responses. In the sales activity support service of this embodiment, for example, report content is generated that associates the customer CL's responses with each question item. Details of the report content will be described later.

[0016] Next, in S105, the server 100 transmits the report content to the customer terminal device 300. Upon receiving the report content from the server 100, the customer terminal device 300 displays the received report content on its display unit 750.

[0017] In S106, the server 100 generates support content based on the customer CL's responses. The support content is designed to help the sales representative SR conduct accurate interviews with the customer CL, and in addition to the report content, it includes a comment input form that allows for comments to be entered for each question item. Unlike the report content, the support content is displayed only on the display unit 750 of the sales terminal device 200 and the display unit 750 of the advisor terminal device 400. The sales representative SR and sales advisor SV can exchange comments between the sales terminal device 200 and the advisor terminal device 400 via the support content provided by the server 100.

[0018] In S107, the server 100 transmits the support content to the advisor terminal device 400. In S108, the server 100 also transmits the support content to the sales terminal device 200.

[0019] The advisor terminal device 400 is used by the sales advisor SV, who is the other service user of the sales activity support service. The advisor terminal device 400 is, for example, a notebook PC. The sales advisor SV is envisioned to be the supervisor or boss of the sales representative SR, but may also be, for example, an external collaborator (a so-called consultant or advisor) belonging to a company other than the company to which the sales representative SR belongs. In this embodiment, the advisor terminal device 400 is described as being used at a site different from the customer site that the sales representative SR is visiting for a business negotiation, but the sales advisor SV may also accompany the sales representative SR to the business negotiation and use it at the customer site.

[0020] In S109, the advisor terminal device 400 receives comments from the sales advisor SV via a comment input form included in the support content. The comment input form for the support content is provided in correspondence with each question item. Therefore, if the sales advisor SV is interested in the customer CL's answer, they can input comments on the question item from which they elicited that answer from the customer CL. An example of a comment that the sales advisor SV may input is a follow-up question, which is an additional question in response to the customer CL's answer. By asking additional questions in response to an answer, for example, the sales advisor SV can encourage the customer CL to explain in their own words the background and reasons why they gave that answer. Although Figure 1 shows a single sales advisor SV inputting comments, multiple sales advisors SV may each operate the advisor terminal device 400 to input comments. In S110, the advisor terminal device 400 sends the received comment to the server 100.

[0021] In S111, the server 100 receives a comment from the advisor terminal device 400 and updates the support content by adding the received comment. Then, in S112, the server 100 sends the updated support content to the sales terminal device 200.

[0022] During negotiations with customers, sales representatives (SRs) can review support content (S108) received by the sales terminal device 200 to identify points of interest in the customer's responses. By reviewing the support content, SRs can formulate additional questions themselves while continuing their conversation with the customer. In addition, by viewing updated support content (S112), SRs can also check comments from sales advisors (SVs) in real time. These comments primarily consist of additional questions for the customer. While SRs can formulate additional questions for the customer themselves, it is useful for them to gain insights into additional questions that they might not have considered, from someone with more sales experience.

[0023] In S113, the sales terminal device 200 receives comments from the sales representative (SR) via a comment input form included in the support content. The comment input form included in the updated support content may be a so-called message thread format comment input form. By managing the exchange of comments in a message thread format, the exchange of comments between the sales representative (SR) and the sales advisor (SV) can be recorded chronologically for each question item. Next, in S114, the sales terminal device 200 sends the received comment to the server 100.

[0024] In S115, the server 100 updates the support content by adding the received comment to the support content in response to receiving a comment from the sales terminal device 200. Subsequently, the input of comments by the sales representative SR and the sales advisor SV is repeated according to the progress of the Q&A between the sales representative SR and the customer CL at the customer site. The server 100 repeats the support content update process in S106, S111, and S115 in response to receiving these comments from the sales terminal device 200 and the advisor terminal device 400. When the business negotiation at the customer site is completed, the sales terminal device 200 or the advisor terminal device 400 receives an instruction to terminate the session that was being exchanged via the network between the server 100, the sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400. In this embodiment, it is exemplified that the series of sessions are terminated when an end button (not shown) displayed on the display unit 750 of the sales terminal device 200 or the display unit 750 of the advisor terminal device 400 is pressed, but the embodiment is not limited to this.

[0025] [An example of an information processing system configuration] Figure 2 shows an example configuration of an information processing system according to an embodiment. The information processing system SYS includes a server 100, a sales terminal device 200, a customer terminal device 300, and an advisor terminal device 400. These information processing devices are connected to each other via a network NW so that they can communicate with one another. The network NW may be wired, wireless, or a combination of wired and wireless, and may be, for example, a LAN (Local Area Network), a WAN (Wide Area Network), or the Internet.

[0026] In Figure 2, all information processing devices except the sales terminal device 200 are shown as single units; however, these are merely examples, and multiple units of each device may be included. Furthermore, other devices not shown in Figure 2 may also be included. The sales terminal device 200, customer terminal device 300, and advisor terminal device 400 can connect to a network NW via wireless communication networks such as LTE (Long Term Evolution) and 5G (5th Generation) mobile communication systems, and communicate with other information processing devices. The sales terminal device 200, customer terminal device 300, and advisor terminal device 400 can connect to a network NW via short-range wireless communication such as Bluetooth® and WiFi, and communicate with other information processing devices.

[0027] [Server Configuration] Figure 3 is a diagram showing an example configuration of server 100 according to the embodiment. Server 100 is an example of an information processing device. Hereinafter, an example of the functional configuration of server 100 will be described with reference to Figure 3. Server 100 according to the embodiment has a communication unit 110, a storage unit 120, and a control unit 130.

[0028] (Communications Department 110) The communication unit 110 is, for example, a NIC (Network Interface Card). The communication unit 110 is connected to the network NW by wire or wireless and exchanges information with the sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400.

[0029] (Storage unit 120) The storage unit 120 is, for example, an HDD (Hard Disk Drive). The storage unit 120 stores programs and data used for control and calculations in the control unit 130. The storage unit 120 is implemented by a storage device such as an HDD or a semiconductor memory element such as RAM (Random Access Memory). The storage unit 120 in this embodiment has a business negotiation DB (Data Base) 121, a question DB 122, and a comment DB 123.

[0030] (Business negotiation DB121) The Opportunity DB121 stores management information about service users of the sales activity support service (sales representatives SR and sales advisors SV). Figure 4 shows an example of the contents of the management information stored in the Opportunity DB121 according to this embodiment. As shown in Figure 4, the Opportunity DB121 includes the fields "Opportunity ID," "Product / Project," "Customer ID," "Sales Representative ID," and "Sales Advisor ID," and these fields are linked to each other.

[0031] The "Deal ID" is an identifier used to uniquely identify a deal managed by the sales activity support service. The Deal ID is assigned when question content is generated. "Product / Project" refers to information about the goods or services involved in a business negotiation. In the example in Figure 4, "XX Image Analysis Device" and "YY App Development Project" are given as examples. The information stored in the "Product / Project" field may be a product or service currently used by the customer (CL), or a product or service that the sales representative (SR) wants to sell. The "Customer ID" is an identifier used to uniquely identify a customer CL (Customer Client) that is the target of a sales representative's (SR) sales activities. If a customer CL can be uniquely identified, the customer CL's name or the name of the company they belong to may be stored in the sales opportunity database (DB121) instead of using the ID (identifier). The Customer ID is assigned when registering to use the sales activity support service. The "Sales Representative ID" is an identifier used to uniquely identify the sales representative (SR) responsible for a deal identified by the Deal ID. Any identifier that uniquely identifies the sales representative (SR) is acceptable, such as their name or nickname, rather than an ID (identifier). The Sales Representative ID is also assigned when registering for the sales activity support service. The "Sales Advisor ID" is an identifier used to uniquely identify the sales advisor (SV) responsible for a sales opportunity identified by the "Deal ID." The ID can be the sales advisor's name or nickname, as long as it uniquely identifies the sales advisor. The Sales Advisor ID is also assigned when registering for the sales activity support service.

[0032] (Question DB122) The Question DB 122 stores management information for managing questions exchanged between the server 100 and the customer terminal device 300 in the sales activity support service. Figure 5 shows an example of the contents of the management information stored in the Question DB 122 according to this embodiment. As shown in Figure 5, the Question DB 122 includes the items "Deal ID", "Question ID", "Question", "Answer", and "Satisfaction", and these items are associated with each other.

[0033] The "Question ID" is an identifier used to uniquely identify questions asked to the customer through question content during a business negotiation with the customer. The Question ID is assigned when the question content is generated. A "question" is the specific content of a question identified by a question ID, and is preferably stored in question DB122 in text format. Questions stored in question DB122 can be pre-configured by a sales representative (SR) via question setting content before a business negotiation. "Answer" refers to the specific content of the response received from the customer CL via the question content of the customer terminal device 300. In the example of this embodiment, a multiple-choice question is presented to the customer CL. In the example of Figure 5, the content of the option selected by the customer CL is stored in the "Answer" item of the question DB 122. "Satisfaction level" is an indicator that shows how positive or negative a customer's response is to a multiple-choice question. In the question content according to the embodiment, each option, such as "applies," "somewhat applies," "neither agree nor disagree," "somewhat disagrees," and "disapplies," is pre-assigned to percentage indicators of "100%," "75%," "50%," "25%," and "0%." As shown in Figure 5, if the option "somewhat disagrees" is selected for question IQ#001, the satisfaction level corresponding to question IQ#001 is 25%, indicating that the customer's view is somewhat negative. The satisfaction level is mainly displayed on the support content, and sales representatives (SRs) and sales advisors (SVs) can more intuitively understand the customer's response to a question by referring to the satisfaction level value rather than the specific content of the answer. In the sales activity support service according to the embodiment, this "satisfaction level" is used as one form of response.

[0034] (Comment DB123) The comment database 123 stores management information for managing comments exchanged between the sales terminal device 200 and the advisor terminal device 400 in the sales activity support service. Figure 6 shows an example of the contents of the management information stored in the comment database 123 according to this embodiment. As shown in Figure 6, the comment database 123 includes the items "Question ID," "Time of entry," "Entry person," and "Comment," and these items are associated with each other.

[0035] The "entry time" is the time when the sales terminal device 200 or advisor terminal device 400 receives the comment input, or the time when the server 100 receives the comment via the network, and this information is stored for each comment. In other words, the entry time is timestamp information. This entry time information is used, for example, in support content to display comments in chronological order. The "Commenter" field stores information about the person who wrote the comment. In the example shown in Figure 6, the information is stored in the format of Sales Representative ID and Sales Advisor ID, but it could also be a name or nickname. Furthermore, multiple Sales Advisors (SV) may be involved in a single business deal, in which case each of the multiple Sales Advisors (SV) will be stored in the comment DB123 with a different Sales Advisor ID. "Comments" refer to the specific content of comments received from sales representatives (SR) and sales advisors (SV) via the support content of the sales terminal device 200 and the advisor terminal device 400. In the example in Figure 6, the content of the comments is stored in text format in the "Comments" field of the comment DB 123, but it may also be stored in the "Comments" field of the comment DB 123 as audio data.

[0036] (Control unit 130) The control unit 130 is implemented by a CPU (Central Processing Unit) or MPU (Micro Processing Unit), and is executed by various programs stored in the storage unit 120 of the server 100 using RAM (Random Access Memory) as the working area. The type of processor is not limited to these, and it can also be implemented by integrated circuits such as FPGAs (Field Programmable Gate Arrays) or ASICs (Application Specific Integrated Circuits). The control unit 130 in this embodiment has a generation unit 131, an update unit 132, an evaluation unit 133, and a sorting unit 134.

[0037] (Generation unit 131) The generation unit 131 generates content to be displayed on the display unit 750 of each terminal device (200, 300, 400). The content in this embodiment includes, for example, question content for obtaining answers from customer CLs, report content generated based on the answers from customer CLs, and support content to help sales representatives (SRs) communicate effectively with customer CLs. In addition, the generation unit 131 also generates question setting content for setting questions to be displayed in the question content, and management content to help sales advisors (SVs) manage multiple business negotiations.

[0038] (Updated part 132) The update unit 132 updates the target content based on information transmitted from each terminal device (200, 300, 400) to the server 100. Specifically, the update unit 132 adds comments received from the advisor terminal device 400 to the support content and performs the update process.

[0039] (Evaluation Section 133) The evaluation unit 133 takes the satisfaction level for each business negotiation as input and performs a predetermined calculation based on the response from the customer CL transmitted from the customer terminal device 300 to the server 100, and derives an evaluation score for each business negotiation.

[0040] (Sort section 134) The sorting unit 134 sorts the evaluation scores derived by the evaluation unit 133. The sorting unit 134 also performs display control to sort multiple monitor windows in order and display them on the management content display screen 1400.

[0041] [Terminal device configuration] Figure 7 shows an example of the configuration of a terminal device 700 according to an embodiment. In this embodiment, the terminal device 700 implements a sales terminal device 200, a customer terminal device 300, and an advisor terminal device 400. Hereinafter, an example of the functional configuration of the terminal device 700 will be described with reference to Figure 7. The terminal device 700 according to this embodiment has a communication unit 710, a storage unit 720, a control unit 730, an input unit 740, and a display unit 750.

[0042] (Communications Department 710) The communication unit 710 is, for example, a network interface card (NIC). The communication unit 710 is connected to the network NW by wire or wireless connection and exchanges information with the server 100 and other devices.

[0043] (Storage unit 720) The memory unit 720 stores programs and data used for control and calculations in the control unit 730. The memory unit 720 is implemented using a storage device such as an HDD or a semiconductor memory element such as RAM.

[0044] (Control unit 730) The control unit 730 is implemented by a CPU or MPU, and is executed by various programs stored in the terminal device's memory unit 720 using RAM as a working area. The type of processor is not limited to these, and it can also be implemented by integrated circuits such as FPGAs or ASICs. The control unit 730 in this embodiment includes a display control unit 731.

[0045] (Display control unit 731) The display control unit 731 performs control to output various content transmitted from the server 100 to the display unit 750. The information transmitted from the server 100 to the terminal device 700 may be information described in a stylesheet language such as CSS (Cascading Style Sheets), or a markup language such as XML (Extensible Markup Language) or HTML (Hypertext Markup Language). Alternatively, the information transmitted from the server 100 to the terminal device 700 may be information described in a data description language such as JSON (JavaScript Object Notation). In this case, the display control unit 731 interprets the contents of these description languages ​​and generates display information to be drawn on the display unit 750.

[0046] (Input section 740) The input unit 740 is, for example, a mouse, keyboard, scanner, microphone, or various other input devices, and can receive various types of information from the operator of the terminal device 700.

[0047] (Display section 750) The display unit 750 is, for example, a display and can display drawing information generated by the display control unit 731. Alternatively, the display unit 750 may be an external display connected to the outside of the terminal device via an input / output interface such as USB. If the display unit 750 is a touch panel display, the touch panel display performs the functions of both the input unit 740 and the display unit 750.

[0048] [Profile Information Processing Sequence] The information processing sequence according to the embodiment will be described below with reference to Figure 8. Figure 8 is a diagram illustrating the information processing sequence according to the embodiment.

[0049] In S801, the control unit 130 of the server 100 (hereinafter simply referred to as "server 100") transmits the question content to the customer terminal device 300. The question content is a question that the sales representative SR asks the customer CL, and includes the initial question, which is the first question asked by the sales representative SR in negotiations with the customer CL. Figure 9 is a diagram showing an example of the display screen 900 of the question content according to the embodiment. The display screen 900 of the question content is displayed on the display unit 750 of the customer terminal device 300 and includes a question 910, an answer form 920, and a re-entry button 930. For example, the question 910 may be displayed as, "The current method, existing products / equipment have aaa function or a similar function, and replacement can be completed within 30 minutes." The question content may include multiple questions 910, and in the example shown in Figure 9, multiple questions 910 are set for each category such as "function / specification," "performance," "quality," "price / delivery time, etc.," and "maintenance / support."

[0050] Question 910 is a question posed to the customer CL, and can be stored in the question DB 122 of the server 100 in advance by the sales representative SR before visiting the customer CL. The sales representative SR may decide on the content of Question 910 themselves, or may decide on the content of Question 910 in consultation with the sales advisor SV. An answer form 920 is provided in association with each question 910, and preferably a multiple-choice answer form is used. The embodiment is not limited to this, and a text input form may also be used. The re-entry button 930 is a UI (User Interface) mainly for receiving input from the customer CL, and when this re-entry button 930 is pressed, the answers from the customer CL that have been entered into the answer form 920 up to that point are cleared, and the customer CL can enter answers to the question content from the beginning.

[0051] In S802, the control unit 730 of the customer terminal device 300 (hereinafter simply referred to as "customer terminal device 300") receives input of an answer to question 910 from customer CL via the answer form 920. Then, in S803, the customer terminal device 300 sends the answer received in 802 to the server 100. In this embodiment, the customer terminal device 300 sequentially sends information about the answer to each item of the question for which an answer has been received. For example, in the example shown in Figure 9, if "not very applicable" is selected in the answer form 920 as the answer to the question item "1. Function / Specifications", the information of "not very applicable", which is the answer to "1", is sent to the server 100 without waiting for input of an answer to the next question item "2. Performance".

[0052] In S804, the generation unit 131 of the server 100 generates report content based on the customer CL's responses. The report content according to this embodiment is content for presenting the customer CL with the content of the answers they have entered, and is content that associates the customer CL's answers with each question item. For example, if the response form 920 is multiple-choice, the report content may be generated to include the satisfaction level for each option entered by the customer CL. If the response form 920 is fill-in-the-blank, the answers obtained as text may be input into a generation AI (large-scale language model) that has been trained on answers obtained in past business negotiations to obtain a summary, and the report content may be generated to include the summary of the obtained answers.

[0053] In S805, the server 100 transmits the report content to the customer terminal device 300. When the customer terminal device 300 receives the report content from the server 100, the display control unit 731 of the customer terminal device 300 (hereinafter simply referred to as "customer terminal device 300") displays the received report content on the display unit 750 of the customer terminal device 300. Figure 10 is a diagram showing an example of the report content display screen 1000 according to the embodiment. The report content display screen 1000 is displayed on the display unit 750 of the customer terminal device 300 and includes at least the answer 1010 corresponding to the question 910. In the report content display screen 1000 according to the embodiment, the answer "not very applicable" is selected for the question 910, "The current method, existing products / equipment have aaa function or a similar function, and replacement can be completed within 30 minutes," and the "satisfaction level" for the question 910 is displayed as 25%. In the example report content shown in Figure 10, question 910 is associated with a satisfaction rating of "25%", but the selected answer "not really applies" could also be associated with it. Furthermore, the report content may include not only question 910 and answer 1010, but also a graph 1020 that visualizes the evaluation score for each item of the question. The display screen in Figure 10 shows a radar chart-style graph 1020 for each item of the question.

[0054] Customer CLs can easily grasp a summary of their responses by viewing the report content displayed on the display unit 750 of the customer terminal device 300. The report content shown in Figure 10 is also included in the support content described later. From the sales representative's (SR) perspective, by viewing the report content, the sales representative can intuitively recognize which questions the customer CL is positive about and which questions the customer CL is negative about. In addition, by obtaining the customer CL's answers to the question content, the sales representative can visualize the items on which they should continue the dialogue with the customer CL. As a result, the sales representative does not need to ask the customer CL unnecessary questions verbally. This is useful because, from the customer CL's perspective, they do not need to waste time on negotiations, and from the sales representative's (SR) perspective, they can conduct sales activities more efficiently.

[0055] In S806, server 100 generates support content based on responses from customer CLs. The support content is designed to help sales representatives (SRs) communicate effectively with customer CLs, and includes a comment input form that allows for comments to be entered for each question item, in addition to the report content.

[0056] In S807, the server 100 transmits the support content to the advisor terminal device 400. In S808, the server 100 transmits the support content to the sales terminal device 200. When the advisor terminal device 400 and the sales terminal device 200 receive the support content from the server 100, they display the received support content on their respective display units 750. Figure 11 shows an example of a support content display screen 1100 according to the embodiment. The support content display screen 1100 is the same as the report content display screen 1000 in that the question 910 and the answer 1010 are displayed in association. In addition, the support content display screen 1100 includes at least a management information display area 1110 showing information related to sales representatives SR, etc., and a comment input form 1120. The comment input form 1120 is included in the support content displayed on the display unit 750 of the sales terminal device 200 and in the support content displayed on the display unit 750 of the advisor terminal device 400. Sales representatives (SRs) can input comments via the input unit 740 of the sales terminal device 200, and sales advisors (SVs) can input comments via the input unit 740 of the advisor terminal device 400. In the support content according to this embodiment, tags 1121 are provided within the comment input form 1120. Tags 1121 are marks to clearly indicate which question a comment relates to, and the same number of tags are displayed as the number of questions included in the updated content. In the example of support content shown in Figure 11, the tag "IQ#001" is provided to correspond to the question "1. Functions and Specifications". For example, if a sales advisor (SV) places the mouse cursor over a tag and clicks on the tag to which they want to comment, the tag will be highlighted. As a result, comments written in the comment input form 1120 are tagged, making it easy to see which question a comment relates to.

[0057] Next, an embodiment in which the update unit 132 of the server 100 updates the support content will be described. In S809, the control unit 730 of the advisor terminal device 400 (hereinafter simply referred to as "advisor terminal device 400") receives comments from the sales advisor SV via the support content comment input form 1120. In S810, the advisor terminal device 400 sends the received comments to the server 100. In S811, the update unit 132 of the server 100 adds the received comments to the support content in response to receiving comments from the advisor terminal device 400. When the update unit 132 of the server 100 receives a new comment from the advisor terminal device 400, it stores the content of the comment in the corresponding record in the comment DB 123. Specifically, it identifies the question ID to which the comment applies and stores the timestamp (the time the advisor terminal device 400 entered the comment or the time the server 100 received the comment), information about the person who entered the comment, and the content of the comment in the record corresponding to the question ID. Then, in S812, the server 100 sends the updated content to the sales terminal device 200.

[0058] Figure 12 is a screen transition diagram showing how support content is updated in the embodiment. Upon receiving updated support content from the server 100, the display control unit 731 of the sales terminal device 200 adds and displays a comment display area 1210 within the support content. In the example of the support content screen display shown in Figure 12, a tag display to indicate which question the comment corresponds to, and header information 1211 including the sales advisor ID of the comment writer and timestamp information are displayed in the comment display area 1210. In addition, in the example of the screen display shown in Figure 12, the comment body 1212 includes the comment text, "The satisfaction level for the 'Functions / Specifications' item is low, but specifically, which image analysis function is the problem?", which prompts the sales representative SR to ask the customer CL additional questions.

[0059] When the updated content with comment text 1212 is displayed on the display unit 750 of the sales terminal device 200, the sales representative (SR) can check the support content from the sales advisor (SV) in real time during negotiations with customers (CL). In sales activities, if a sales representative (SR) is unsure what questions to ask the customer (CL) during a negotiation, the negotiation (hearing) may end at that point, or the sales representative (SR) may be unable to ask appropriate questions, making it difficult to extract useful information from the customer (CL). According to the sales activity support method of this embodiment, the sales representative (SR) can avoid the above situation by checking the comments from the sales advisor (SV) displayed on the sales terminal device 200.

[0060] Let's consider the following scenario where a sales representative (SR) who has reviewed comment 1212 verbally asks the customer (CL) an additional question: "According to the report, the satisfaction level for 'function' is calculated as low. It seems there are issues with the functionality of the existing image analysis device. Could you tell me the specific issues?" The customer (CL) might verbally respond to this additional question by saying, "The resolution that can be set on the image analysis device is low."

[0061] Upon receiving a response from the customer CL, the sales representative SR can enter a comment in the support content comment input form 1120. In the example screen transition shown in Figure 12, the comment "The resolution that can be set in image analysis is low" is entered at this point. As mentioned above, when the sales terminal device 200 receives the input of a comment (S813), the update unit 132 of the server 100 updates the support content by adding the comment (S815). Next, the updated support content is sent to the sales terminal device 200 (S816), and the comment display area 1210 is added and displayed.

[0062] Subsequently, until the end button (not shown) is pressed on the sales terminal device 200 and the advisor terminal device 400, and the series of sessions corresponding to this business negotiation are completed, S816 ends and returns to (1) again, and comment input from each terminal device and updating of support content in the update unit 132 of the server 100 are repeated.

[0063] In the example screen transition shown in Figure 12, the sales advisor (SV) adds a comment to the updated content, asking, "What will improve once this issue is resolved? What will improve if you can set a high resolution in the image analysis?" Following this comment from the sales advisor (SV), the sales representative (SR) can further engage in dialogue with the customer (CL). Specifically, the sales representative (SR) can ask a follow-up question during the sales meeting, such as, "What specifically will improve once this issue is resolved?" and elicit a verbal response from the customer (CL) such as, "If we can set a higher resolution, we will no longer miss minute cracks in the object being inspected."

[0064] Then, the sales representative (SR) asks a follow-up question verbally, "What specific improvements can be expected if we stop missing minute cracks in the inspected objects?" and elicits a verbal response from the customer (CL) such as, "If we can reliably detect minute cracks in the inspected objects, rework will decrease, leading to increased productivity."

[0065] The above describes the relationship between the dialogue between the sales representative (SR) and the customer (CL) and the exchange of comments between the sales representative (SR) and the sales advisor (SV), as realized by the information processing method of this embodiment. In the series of exchanges from when a comment is entered on the sales terminal device 200 (S813) until the updated support content is sent to the sales terminal device 200 (S816), the comments are displayed in a message thread format within the updated content. By displaying added comments in a message thread format, it becomes possible to record comments exchanged in chronological order. In the sequence diagram shown in Figure 8, the advisor terminal device 400 receives comment input first, but the order of comment input is not limited to this embodiment, and the sales terminal device 200 can receive comment input first. Also, for the sake of explanation, the sequence diagram shown in Figure 8 illustrates that when the update unit 132 of the server 100 updates the support content, it sends the updated content to either the sales terminal device 200 or the advisor terminal device 400. In this regard, the embodiment is not limited thereto, and once the update unit 132 of the server 100 updates the support content, it may be configured to transmit the updated support content to the sales terminal device 200 and the advisor terminal device 400.

[0066] [Steps for setting up questions] Next, the procedure for setting up questions according to the embodiment will be described with reference to Figure 13. Figure 13 is a diagram showing an example of the display screen 1300 of the question setting content according to the embodiment. The question setting content display screen 1300 is displayed on the display unit 750 of the sales terminal device 200 and the display unit 750 of the advisor terminal device 400. The question content display screen 1300 includes a theme input form 1310, a question input form 1320, an answer field setting form 1330, a setting button 1340, and a completion button 1350.

[0067] Sales representatives (SRs) can set the questions to be displayed in the question content prior to a meeting with a customer (CL). As mentioned above, the questions to be displayed in the question content are those to be asked to the CL during the initial meeting or during a meeting regarding a new product / service. In principle, sales representatives (SRs) must set the questions to be displayed in the question content before a meeting with a customer (CL).

[0068] The theme input form 1310 is an input form for receiving the theme (category) of the question. The question input form 1320 is an input form for receiving the question text in text format. The answer field setting form 1330 is an input form for setting the display manner of the answer form displayed in the question content, and in this embodiment, the number of options can be selected in radio button format. The setting button 1340 is a button UI for transitioning to the next question setting page, and the completion button 1350 is a button UI for ending the question setting procedure. The information received through these input forms is sent from the sales terminal device 200 or advisor terminal device 400 to the server 100 and recorded in the question DB 122 record. Then, when the sales representative SR is in negotiation with the customer CL, the question content is displayed on the display unit 750 of the customer terminal device 300 (S801). At this time, the customer terminal device 300 requests question content from the server 100, and the server 100 reads pre-configured questions from the question DB 122, generates question content containing these questions, and sends it to the customer terminal device 300. In a business meeting with customer CL, the sales representative SR hands the customer terminal device 300 to customer CL with the question content displayed on the display unit 750 of the customer terminal device 300 and prompts them to answer.

[0069] As described above, according to this embodiment, questions to be asked of the customer CL can be flexibly set via the question setting content shown in Figure 13. Therefore, the sales representative (SR) can efficiently ask the customer CL a wide range of questions on various themes. Furthermore, by making the answer format for the questions selectable, the customer CL can provide answers for each question item using an indicator (satisfaction level) that shows whether they are positive or negative. Therefore, the sales representative (SR) can efficiently identify themes that should be focused on when interviewing the customer CL, or the customer CL's potential needs. The question setting content may also include a comment display field 1360 and a comment input form 1370. By displaying comments received from the sales advisor (SV) in the comment display field 1360, or by exchanging comments via the comment input form 1370, the sales representative (SR) can receive support from the sales advisor (SV) when setting up questions.

[0070] [Procedures for managing sales opportunities] Next, with reference to Figures 14 and 15, the procedure for managing business opportunities according to the embodiment will be described. Figure 14 is a diagram showing an example of the management content display screen 1400 according to the embodiment. The management content display screen 1400 is displayed on the display unit 750 of the advisor terminal device 400 and has the function of displaying a list of multiple business opportunities that are the target of management or support by the sales advisor SV. The management content display screen 1400 includes monitor windows 1410 and 1420. These monitor windows 1410 and 1420 are provided for each business opportunity (business opportunity ID). Then, by clicking or tapping at any location within the monitor windows 1410 and 1420 via the input unit 740 of the advisor terminal device 400, the management content display screen 1400 can be transitioned to the support content display screen 1100 corresponding to each business opportunity ID.

[0071] The monitor window 1410 contains information that outlines the business negotiation, such as "Customer: ABC Corporation," "Customer Representative: Taro Customer," "Sales Representative: Taro Sales," and "Product / Project: XX Image Analysis Device." Furthermore, the monitor window 1410 includes an indicator 1411. The indicator 1411 according to this embodiment consists of the numbers "1," "2," "3," "4," and "5," which correspond to the question items presented to the customer CL, such as "Function / Specifications," "Performance," "Quality," "Price, Delivery Date, etc.," and "Maintenance / Support." In other words, the numbers "1," "2," "3," "4," and "5" on the indicator 1411 are numbered displays indicating the question items presented to the customer CL on the question content.

[0072] The update unit 132 of the server 100 changes the display pattern of the number corresponding to the question from which the answer was received (S803) when it receives an answer from the customer terminal device 300. Changing the display pattern of the number means, in this case, switching the display color of the number. In the management content display screen 1400 according to the embodiment, the number "1" is grayed out when an answer to the question item "Function / Specifications" has not been received. When an answer to the question item "Function / Specifications" is received, the update unit 132 of the server 100 ungrays out the number "1". The sales advisor SV can intuitively recognize that customer Taro has entered an answer to the question content in the sales negotiation that salesperson SR is conducting with customer CL by seeing the change in the display pattern of the number on the indicator 1411.

[0073] Furthermore, the update unit 132 of the server 100 changes the display of the number corresponding to the question from which the answer originated, according to the content of the answer received from the customer terminal device 300. Changing the display of the number in this case is exemplified by switching the font size of the number display. In the management content display screen 1400 according to the embodiment, if an option with a satisfaction level below a predetermined standard is selected, the font size of the number display corresponding to the question from which the answer originated is enlarged.

[0074] Regarding the questions with low satisfaction levels, it is highly likely that they include not only elements that the customer CL is dissatisfied with, but also elements that the customer CL perceives as potential issues. From the perspective of sales representatives (SRs) and sales advisors (SVs), these elements that the customer CL is dissatisfied with, and elements that the customer CL perceives as potential issues, are nothing more than the customer CL's potential needs. The display control of indicator 1411 in the embodiment is designed based on the above findings. That is, by enlarging the display of the number for questions with low customer satisfaction levels, the management content display screen 1400 can more efficiently attract the attention of sales advisors (SVs). From the perspective of sales advisors (SVs), the larger font size displayed on indicator 1411 allows them to prioritize taking action such as entering comments on those questions.

[0075] In the example of indicator 1411 shown in Figure 14, when "Not Applicable (0%)" is selected for the "Function / Specifications" and "Performance" questions, the numbers "1" and "2" are displayed in the largest font size. Furthermore, when "Somewhat Not Applicable (25%)" is selected for the "Quality" question, the number "3" is enlarged to a font size one step smaller than "1" and "2". On the other hand, when "Somewhat Applicable (75%)" or "Applicable (100%)" is selected for the "Price, Delivery Time, etc." and "Maintenance / Support" questions, the numbers "4" and "5" are displayed in the smallest font size (default size) without any enlargement. As described above, in the display control of indicator 1411 according to this embodiment, for questions where the satisfaction level is 50% or less, the display number of the question from which the question originated is enlarged in stages according to the satisfaction level.

[0076] Next, the sorting procedure for monitor windows 1410 and 1420 will be described with reference to Figures 14 and 15. In the management content display screen 1400 according to this embodiment, the multiple monitor windows 1410 and 1420 are sorted (rearranged) and displayed within the management content display screen 1400. As an example, consider the case where the top left of the display screen 1400 is defined as the upper position when the management content display screen 1400 is viewed from the front. In this case, the update unit 132 of the server 100 sorts the multiple monitor windows from the top left, which is the upper position, to the bottom right, which is the lower position, and displays them on the management content display screen 1400. Note that the multiple monitor windows may be sorted horizontally starting from the top left, or vertically starting from the top left.

[0077] In the display control of the indicator 1411 according to the embodiment, the enlargement of the number display was controlled according to the satisfaction level associated with the question items. On the other hand, in the sort control of the monitor window according to the embodiment, the evaluation unit 133 of the server 100 takes the satisfaction level for each business negotiation as input and performs a predetermined calculation to derive an evaluation score for each business negotiation. Then, the sort unit 134 of the server 100 sorts (rearranges) the monitor window according to this evaluation score and displays it on the management content display screen 1400.

[0078] The evaluation unit 133 can derive an evaluation score for each business negotiation using various methods. In the example shown in Figures 14 and 15, the evaluation score is derived by adding up point values. Specifically, point values ​​are pre-associated with each option displayed on the question content or with each satisfaction level, and the point values ​​are added up as responses are received from the customer CL. This summed value is output as the evaluation score.

[0079] In the example of the monitor window 1410 shown in Figure 14, "Not Applicable (0%)" is selected for the questions "Function / Specifications" and "Performance," and the pre-assigned points "5" and "5" are identified. Next, "Somewhat Not Applicable (25%)" is selected for the question "Quality," and the pre-assigned point "3" is identified. Then, for the questions "Price, Delivery Time, etc." and "Maintenance / Support," if "Somewhat Applicable (75%)" or "Applicable (100%)" is selected, or if no answer is entered (selected) for the options, the pre-assigned points "0" and "0" are identified. The evaluation unit 133 of the server 100 then adds up the identified points to obtain an evaluation score of 5+5+3+0+0=13.

[0080] Similarly, in the example of the monitor window 1420 shown in Figure 14, if "Not Applicable (0%)" is selected for the questions "Function / Specifications" and "Performance," the pre-assigned points "5" and "5" are identified. Next, if "Somewhat Applicable (75%)" or "Applicable (100%)" is selected for the questions "Quality," "Price, Delivery Time, etc." and "Maintenance / Support," or if no answer is entered (selected) for the options, the pre-assigned points "0," "0," and "0" are identified. Then, the evaluation unit 133 of the server 100 adds up the identified points to obtain an evaluation score such as 5+5+0+0+0=10.

[0081] Once the evaluation score for each business opportunity has been derived, the sorting unit 134 of the server 100 sorts the monitor windows 1410 and 1420 according to these evaluation scores and displays them on the management content display screen 1400. In the example of the display screen 1400 shown in Figure 14, the monitor window 1410 corresponding to the business opportunity with an evaluation score of "13" is displayed higher than the monitor window 1420 corresponding to the business opportunity with an evaluation score of "10".

[0082] Next, we will describe an example in which the display positions of monitor window 1410 and monitor window 1420 are swapped in the display screen of the management content according to the embodiment. Consider a scenario in which, in a business negotiation shown in monitor window 1420, customer CL (customer Jiro) inputs the answer "not applicable (0%)" to the question item "price, delivery date, etc." via customer terminal device 300. As mentioned above, in the information processing method according to the embodiment, each time an answer is received (each time an option is selected), the received answer is sent from customer terminal device 300 to server 100. Triggered by server 100 receiving the answer, evaluation unit 133 executes the evaluation score derivation process again.

[0083] In the example of the monitor window 1430 shown in Figure 14, "Not Applicable (0%)" is selected for the questions "Function / Specifications" and "Performance," and the pre-assigned points "5" and "5" are identified. Next, for the question "Price, Delivery Time, etc.," the answer to the option is changed from "Not Applicable (100%)" to "Not Applicable (100%)," and the pre-assigned point "5" is identified. Next, for the questions "Quality" and "Maintenance / Support," if "Somewhat Applicable (75%)" or "Applicable (100%)" is selected, or if no answer to the option is entered (selected), the pre-assigned point "0" is identified. Then, the evaluation unit 133 of the server 100 adds up the identified points to obtain an evaluation score such as 5+5+0+5+0=15.

[0084] Once the evaluation score for each business opportunity has been derived, the sorting unit 134 of the server 100 sorts the monitor windows 1410 and 1420 according to these evaluation scores and displays them on the management content display screen 1400. In the example of the display screen 1400 shown in Figure 14, the monitor window 1430 corresponding to the business opportunity with an evaluation score of "15" is newly displayed above the monitor window 1410 corresponding to the business opportunity with an evaluation score of "13".

[0085] As mentioned above, it is presumed that the questions with low satisfaction levels likely include not only elements that the customer CL is dissatisfied with, but also elements that the customer CL perceives as potential issues. Based on this finding, the evaluation unit 133 evaluates that if there is a tendency for low satisfaction levels for each deal, the potential customer CL needs are higher. As a result, the system controls the display of the corresponding monitor window to a higher position, encouraging sales advisors (SV) to prioritize dealings with low satisfaction levels.

[0086] Figure 15 is a flowchart showing an example of the sorting procedure for the monitor window according to the embodiment. The details of the sorting procedure for the monitor window according to the embodiment will be described below with reference to the flowchart in Figure 15.

[0087] In S1501, the evaluation unit 133 of the server 100 receives a response from the customer terminal device 300, performs a predetermined calculation using the satisfaction level for each business negotiation as input, and derives an evaluation score for each business negotiation.

[0088] In S1502, the sorting unit 134 of the server 100 sorts the evaluation scores derived in S1501. As described above, in the sorting process according to this embodiment, the business opportunities are sorted in descending order based on the opportunity with the highest evaluation score.

[0089] In S1503, the sorting unit 134 of the server 100 performs display control to sort the multiple monitor windows in the order determined in S1502 and display them on the management content display screen 1400. By executing the above processing steps, the management content display screen 1400 transitions as shown in Figure 14. Once the processing in S1503 is complete, the steps in the flowchart shown in Figure 15 are finished.

[0090] [Computer hardware configuration] The server 100 and terminal device 700 of this embodiment can be implemented, for example, by the computer 2000 shown in Figure 16. Figure 16 is a diagram showing an example of the hardware configuration of the computer 2000 that implements the functions of the server 100 and terminal device 700 according to this embodiment.

[0091] Computer 2000 is interconnected via bus 2100, with a CPU 2110, ROM (Read Only Memory) 2120, RAM 2130, storage device 2140, network interface 2150, and input / output interface 2160. Computer 2000 is connected to a network NW via network interface 2150. Furthermore, computer 2000 is connected to a display device 2200, an input device 2300, and an output device 2400 via input / output interface 2160.

[0092] The CPU 2110 reads programs stored in the ROM 2120, RAM 2130, and storage device 2140 into the primary storage area and executes various processes. The RAM 2130 is preferably used as the primary storage area. The ROM 2120 and storage device 2140 are preferably used as the secondary storage area, and store data used by the CPU 2110 for calculations and various databases. By reading programs into the primary storage area and executing them, the CPU 2110 realizes functions similar to the control unit 130 of the server 100, or functions similar to the control unit 730 of the terminal device 700.

[0093] The network interface 2150 is, for example, a NIC, which receives data from other computers connected to the network NW and transmits data to other computers connected to the network NW. The input / output interface 2160 is, for example, a USB (Universal Serial Bus), which is an interface that accepts information input from various input devices 2300 such as a mouse, keyboard, scanner, and microphone. The input / output interface 2160 is also an interface for transmitting information to various output devices 2400 such as a display monitor, printer, and speaker. Smartphones and tablet-type information terminals can accept various types of information input via a touch panel display. In this case, the touch panel display provides both the functions of an input device 2300 and an output device (display) 2400.

[0094] As described above, according to the information processing method of the embodiment, the sales representative (SR) can proceed with the initial conversation with the customer (CL) through question content including the initial question asked by the sales representative (SR) to the customer (CL). This allows the sales representative (SR) to conduct efficient sales activities in face-to-face business negotiations with customers without wasting time on initial interviews to understand the customer's potential needs.

[0095] In addition to the functions described above, according to the information processing method of this embodiment, the support content generated and updated by the server 100 can be exchanged in real time between the sales representative (SR) and the sales advisor (SV) via their respective terminal devices. This allows the sales representative (SR), who is face-to-face with the customer (CL), to receive advice (support) from the sales advisor, who has more experience in sales activities, regarding specific additional questions for the customer that they might not have noticed on their own. The functions provided by the information processing method of this embodiment enable the sales representative (SR) to accurately support the potential challenges of the customer (CL).

[0096] Furthermore, the Sales Advisor (SV) can monitor the sales activities of multiple Sales Representatives (SRs) through management content. This management content clarifies which deals the Sales Advisor (SV) should prioritize supporting, thereby improving the efficiency of sales activities. Additionally, on-the-job training (OJT) opportunities can be provided simultaneously and in real time to multiple Sales Representatives (SRs), thus reducing the training costs for them. Moreover, according to the information processing method and the embodiment described, the Sales Advisor (SV) can provide information to Sales Representatives (SRs) in the form of specific additional questions, indicating how to specifically proceed with dialogue with Customer Clients (CLs) to discover their potential challenges. Therefore, this not only reduces training costs but also provides opportunities for growth for Sales Representatives (SRs).

[0097] Although this embodiment has been described in detail above with reference to the drawings, these are merely examples, and the present invention can be implemented in various forms based on the knowledge of those skilled in the art. [Explanation of symbols]

[0098] 100 servers 110 Communications Department 120 Storage section 121 Business negotiation DB 122 Question Database 123 Comments Database 130 Control Unit 200 Sales terminal equipment 300 Customer terminal devices 400 Advisor Terminal Device 900 Question Content Display Screen 1000 Report Content Display Screen 1100 Display screen for support content 1300 Question Setting Content Display Screen 1400 Display screen for managed content SYS Information Processing System NW Network

Claims

1. An information processing device that is interconnected via a network with a first terminal device, a second terminal device, and a third terminal device, each operated by a different operator, A first generation unit generates question content which includes at least an initial question, which is the first question posed to the operator of the first terminal device, and an answer input form that can receive an answer to the initial question from the operator of the first terminal device. A first control unit that causes the question content generated by the first generation unit to be displayed on the first terminal device, A receiving unit that receives the response input from the operator of the first terminal device via the response input form, A second generation unit generates support content that assists in asking additional questions, which are subsequent questions to the operator of the first terminal device, and which includes at least the answer received from the operator of the first terminal device via the answer input form, and a comment input form that can accept the input of comments on the answer. A second control unit that causes the support content generated by the second generation unit to be displayed on a second terminal device operated by a different operator than the first terminal device, and on a third terminal device operated by a different operator than the first and second terminal devices, In response to the receiving unit receiving the comment that was entered via the comment input form, an update unit adds the received comment to the support content, It includes a fourth generation unit that generates question setting content having a question input form capable of accepting the input of the initial question, The first control unit displays the question content, including the initial question received via the question input form, on the first terminal device. The second control unit is characterized in that it displays the question setting content generated by the fourth generation unit on at least one of the second terminal device and the third terminal device, and displays the support content to which the comments have been added by the update unit on at least one of the second terminal device and the third terminal device. Information processing device.

2. A third generation unit generates report content that associates the responses received via the aforementioned response input form with an index indicating how positive or negative the responses are to the initial question. The information processing apparatus according to claim 1, further comprising a third control unit that causes the report content generated by the third generation unit to be displayed on at least one of the first terminal device, the second terminal device, and the third terminal device.

3. The information processing apparatus according to claim 1, characterized in that the second control unit displays the support content on at least one of the second terminal device and the third terminal device in a manner that allows reference to the comments previously added by the update unit.

4. A management unit manages interviews in which the operator of the second terminal device interacts with the operator of the first terminal device, by associating each interview with a uniquely identifiable identifier, A fifth generation unit generates management content for each of the multiple interviews, having a display area that includes information indicating an overview of the interview and information regarding the answers; The information processing apparatus according to claim 1, further comprising: a fourth control unit that causes the management content generated by the fifth generation unit to be displayed on the third terminal device operated by an operator different from the operator of the second terminal device.

5. An evaluation unit that evaluates the responses received via the aforementioned response input form based on predetermined criteria, The information processing apparatus according to claim 4, further comprising: a sorting unit that sorts and displays the display areas corresponding to each of the multiple interviews in the management content based on the evaluation.

6. An information processing method performed by a computer that is interconnected via a network with a first terminal device, a second terminal device, and a third terminal device, each operated by a different operator, A first generation step of generating question content that includes at least an initial question, which is the first question posed to the operator of the first terminal device, and an answer input form that can receive an answer to the initial question from the operator of the first terminal device; A first control step which causes the question content generated in the first generation step to be displayed on the first terminal device, A receiving step of receiving the response that has been received from the operator of the first terminal device via the response input form, A second generation step for generating support content that assists in asking additional questions, which are second and subsequent questions, to the operator of the first terminal device, and which includes at least the answer received from the operator of the first terminal device via the answer input form, and a comment input form that can accept the input of comments on the answer, A second control step in which the support content generated in the second generation step is displayed on a second terminal device operated by a different operator than the first terminal device, and on a third terminal device operated by a different operator than the first and second terminal devices. In the receiving step, upon receiving the comment that was entered via the comment input form, an update step is performed to add the received comment to the support content. A fourth generation step includes generating question setting content having a question input form capable of accepting the input of the initial question, In the first control step, the question content, including the initial question received via the question input form, is displayed on the first terminal device. The second control step is characterized in that the question setting content generated in the fourth generation step is displayed on at least one of the second terminal device and the third terminal device, and the support content to which the comments were added in the update step is displayed on at least one of the second terminal device and the third terminal device. Information processing methods.

7. The first terminal device, the second terminal device, and the third terminal device, each operated by a different operator, are interconnected via a network with a computer. A first generation procedure for generating question content that includes at least an initial question, which is the first question posed to the operator of the first terminal device, and an answer input form that can receive an answer to the initial question from the operator of the first terminal device; A first control procedure for displaying the question content generated in the first generation procedure on the first terminal device, A receiving procedure for receiving the response that has been received from the operator of the first terminal device via the response input form, A second generation procedure for generating support content that assists in asking additional questions, which are subsequent questions to the operator of the first terminal device, and which includes at least the answer received from the operator of the first terminal device via the answer input form, and a comment input form that can accept the input of comments on the answer, A second control procedure for causing the support content generated in the second generation procedure to be displayed on a second terminal device operated by a different operator than the first terminal device, and on a third terminal device operated by a different operator than the first and second terminal devices, In the aforementioned receiving procedure, an update procedure is performed to add the received comment to the support content in response to the receipt of the comment that was entered via the comment input form. A fourth generation procedure includes generating question setting content having a question input form capable of accepting the input of the aforementioned initial question, In the first control procedure, the question content, including the initial question received via the question input form, is displayed on the first terminal device. The second control procedure is characterized in that the question setting content generated in the fourth generation procedure is displayed on at least one of the second terminal device and the third terminal device, and the support content to which the comments were added in the update procedure is displayed on at least one of the second terminal device and the third terminal device. Information processing program.

Images