Negotiation state analysis method, information processing device, and program

Abstract

The invention relates to a negotiation state analysis method, an information processing device, and a program. The present invention addresses the problem of improving a technique for analyzing a negotiation state. A method performed by an information processing apparatus includes the steps of: accepting an input of voice data involved in negotiation; according to the voice data, judging which of the negotiation stages the negotiation is in; and notifying a user terminal of the prescribed user of an alarm according to the determined stage.

Description

Technical Field

[0001] This invention relates to a negotiation status analysis method, information processing device, and program. Background Technology

[0002] Previously, techniques for analyzing the content of negotiations were known. For example, Patent Document 1 discloses a dialogue analysis system that checks whether a salesperson has explained matters that should be explained and whether they have explained matters that should not be explained during negotiations with a customer.

[0003] Patent Document 1: Japanese Patent Application Publication No. 2019-28910 Summary of the Invention

[0004] To facilitate successful negotiations, it is necessary to reduce customer waiting time (waiting time) caused by reasons such as staff calling the store manager during price negotiations. Patent Document 1 does not address reducing this waiting time. Furthermore, it is desirable to utilize technologies such as machine learning. Therefore, there is room for improvement in technologies that analyze the negotiation status (hereinafter referred to as "negotiation status"), including the content of the negotiation.

[0005] In view of this situation, the object of the present invention is to improve the technique for analyzing the negotiation status.

[0006] One embodiment of the present invention relates to a method executed by an information processing device, which includes the following steps: receiving input of voice data related to a negotiation; determining, based on the voice data, which stage of the negotiation in the voice data is in; and, based on the determined stage, notifying a user terminal of a designated user of an alarm.

[0007] Invention Effects

[0008] According to one embodiment of the present invention, the technique for analyzing the negotiation status is improved. Attached Figure Description

[0009] Figure 1 This is a block diagram illustrating the general structure of the system involved in this embodiment.

[0010] Figure 2 It is a flowchart illustrating the operation of an information processing device. Detailed Implementation

[0011] The embodiments of the present invention will be described below. (See references) Figure 1The overview and structure of System 1 according to this embodiment will be described. System 1 according to this embodiment includes an information processing device 10, a user terminal 20, and a worker terminal 30. The information processing device 10 is, for example, a server device installed in a data center. The user terminal 20 and the worker terminal 30 are any devices used by each user or worker. These devices are communicatively connected via a network 40 such as the Internet. Furthermore, in Figure 1 In the diagram, one unit each of the information processing device 10, user terminal 20, and staff terminal 30 is shown, but the system 1 may also have multiple of these devices.

[0012] First, an overview of the negotiation status analysis technology involved in this embodiment will be given; detailed explanations will follow. The negotiation status analysis technology involved in this embodiment is executed by the information processing device 10. First, the information processing device 10 receives input of voice data related to the negotiation. Based on the voice data, the information processing device 10 determines which stage of the negotiation process is being conducted. Based on the determined stage, the information processing device 10 sends an alarm notification to the user terminal 20 of the designated user.

[0013] Thus, according to this embodiment, the information processing device 10 determines which stage of the negotiation in the voice data is in the negotiation process and notifies an alarm, sharing the negotiation status with the designated user's user terminal 20, thereby helping to shorten customer waiting time. Therefore, from the viewpoint of determining which stage of the negotiation in the voice data is in the negotiation process and notifying the user terminal 20 of information that helps to shorten customer waiting time, the technology for analyzing the negotiation status, including the negotiation content, has been improved.

[0014] Next, the structures of the information processing device 10, user terminal 20, and staff terminal 30 will be described in detail. For example... Figure 1As shown, the information processing device 10 includes a control unit 11, a storage unit 12, an input unit 13, an output unit 14, and a communication unit 15. The control unit 11 includes at least one processor. The processor is a general-purpose processor such as a CPU or a dedicated processor for specific processing. The control unit 11 controls each part of the information processing device 10 and performs processing related to the operation of the information processing device 10. The storage unit 12 includes at least one semiconductor memory, such as RAM or ROM. The storage unit 12 functions as a main storage device or an auxiliary storage device, for example. The storage unit 12 stores data used in the operation of the information processing device 10 and data obtained through the operation of the information processing device 10. The input unit 13 includes at least one input interface, such as a physical key, a touchscreen, a voice sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts operations that input data used in the operation of the information processing device 10. The output unit 14 includes at least one output interface, such as a display that outputs information as images or a speaker that outputs information as voice. The output unit 14 outputs data obtained through the operation of the information processing device 10. The communication unit 15 includes at least one external communication interface. This communication interface can be either a wired or wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN or USB interface. In the case of wireless communication, the communication interface may be, for example, an interface corresponding to mobile communication standards such as 5G, or an interface corresponding to short-range wireless communication. The communication unit 15 receives data used in the operation of the information processing device 10 and transmits data obtained through the operation of the information processing device 10.

[0015] And, as Figure 1As shown, the user terminal 20 includes a control unit 21, a storage unit 22, an input unit 23, an output unit 24, and a communication unit 25. The control unit 21 includes at least one processor. The processor is a general-purpose processor such as a CPU or a dedicated processor for specific processing. The control unit 21 controls each part of the user terminal 20 and performs processing related to the operation of the user terminal 20. The storage unit 22 includes at least one semiconductor memory, such as RAM or ROM. The storage unit 22 functions as a main storage device or an auxiliary storage device, for example. The storage unit 22 stores data used in the operation of the user terminal 20 and data obtained through the operation of the user terminal 20. The input unit 23 includes at least one input interface, such as a physical key, a touchscreen, a voice sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts operations that input data used in the operation of the user terminal 20. The output unit 24 includes at least one output interface, such as a display that outputs image information or a speaker that outputs voice information. The output unit 24 outputs data obtained through the actions of the user terminal 20. The communication unit 25 includes at least one external communication interface. This communication interface can be either a wired or wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN or USB interface. In the case of wireless communication, the communication interface may be, for example, an interface corresponding to mobile communication standards such as 5G, or an interface corresponding to short-range wireless communication. The communication unit 25 receives data used in the actions of the user terminal 20 and transmits data obtained through the actions of the user terminal 20.

[0016] Similarly, as Figure 1 As shown, the staff terminal 30 includes a control unit 31, a storage unit 32, an input unit 33, an output unit 34, and a communication unit 35. The structure and function of each part of the staff terminal 30 are the same as those of the user terminal 20. That is, the control unit 31 and control unit 21, the storage unit 32 and storage unit 22, the input unit 33 and input unit 23, the output unit 34 and output unit 24, and the communication unit 35 and communication unit 25 have the same structure and function.

[0017] The functions of the information processing device 10, user terminal 20, or worker terminal 30 are implemented by a processor, equivalent to control unit 11 or control unit 21, executing the program involved in this embodiment. That is, the functions of the information processing device 10, user terminal 20, or worker terminal 30 are implemented by software. The program causes the computer to perform the actions of the information processing device 10, user terminal 20, or worker terminal 30, thereby enabling the computer to function as the information processing device 10, user terminal 20, or worker terminal 30. In other words, the computer functions as the information processing device 10, user terminal 20, or worker terminal 30 by executing the actions of the information processing device 10, user terminal 20, or worker terminal 30 according to the program. In this embodiment, the program can be recorded on a computer-readable recording medium. Computer-readable recording media include non-transitory computer-readable media, such as magnetic recording devices, semiconductor memory, etc. The program can be distributed, for example, through the sale, transfer, or lending of portable recording media such as DVDs containing the program. Furthermore, the program can also be distributed by storing the program in the memory of an external server and sending the program from the external server to other computers. Furthermore, the program can also be provided as a program product. Some or all of the functions of the information processing device 10, user terminal 20, or worker terminal 30 can also be implemented via dedicated circuitry equivalent to control unit 11, control unit 21, or control unit 31. That is, some or all of the functions of the information processing device 10, user terminal 20, or worker terminal 30 can also be implemented via hardware.

[0018] refer to Figure 2 The operation of the information processing apparatus 10 according to this embodiment will be described. First, the control unit 11 of the information processing apparatus 10 accepts input of voice data related to the negotiation (step S10). The voice data can be accepted using any method. For example, the control unit 11 may accept voice data input via the input unit 13. Alternatively, the control unit 11 may accept voice data input from external devices such as the user terminal 20 or the staff terminal 30 via the communication unit 15 and the network 40. Furthermore, the voice data related to the negotiation includes the voice of a specific speaker conducting the negotiation, meeting, etc. The voice data related to the negotiation is not limited to this; it may include telephone responses to customers, customer service, and any data related to the negotiation. The specific speaker may be, for example, a customer or staff member conducting the negotiation. In this embodiment, the negotiation is, for example, a negotiation related to vehicle sales.

[0019] Next, the control unit 11 determines, based on the voice data, which stage of the negotiation in the voice data is in (step S20). A negotiation stage is a collective term for all stages in a standard negotiation, from the start of the conversation with the customer to the conclusion of a contract. Negotiation stages may include, for example, five stages: opening remarks (introduction), needs listening, vehicle model proposal, price negotiation, and contract conclusion. However, negotiation stages are not limited to these five stages and may also consist of stages other than these five. The control unit 11 determines which stage of the negotiation in the voice data is in by analyzing the dialogue content in the voice data. Specifically, the control unit 11 extracts prescribed keywords or specific phrases from the voice data by analyzing the dialogue content with the customer in the voice data. Here, prescribed keywords are keywords that are highly likely to appear in each stage of a standard negotiation. Prescribed keywords may vary by stage. Prescribed keywords may include, for example, greetings related to the opening remarks, questions or answers related to age or whether the customer has children, etc. Furthermore, specific phrases are keywords that definitively indicate which stage of the negotiation is in a standard negotiation. Specific phrases may vary by stage. The selected phrases may include, for example, phrases related to reaching a contract, such as "We will prepare the contract." The control unit 11 performs natural language processing on the voice data and uses techniques such as machine learning to analyze the dialogue content with the customer within the voice data. Based on the frequency of extracted, prescribed keywords or the presence or absence of selected phrases, the control unit 11 determines which stage of the negotiation in the voice data corresponds to.

[0020] Next, the control unit 11 notifies the designated user's terminal 20 of the alarm based on the determined stage (step S30). The designated user is the person who receives the alarm notification from the control unit 11. The designated user includes people other than the staff conducting the negotiation. The output processing can be performed using any method. For example, the control unit 11 can send the data related to the output result to the designated user's terminal 20 via the communication unit 15, and the output unit 24 of the user terminal 20 can output the result. The control unit 21 can display the output result through the user interface of the output unit 24.

[0021] Here, the method according to one embodiment of the present invention may further include a step of detecting a signal to begin price negotiation or to offer tea, and upon detecting such a signal, a step of notifying the user terminal 20 of the designated user of an alarm. Furthermore, the signal to begin price negotiation or to offer tea can be detected by either analyzing the dialogue content in the voice data or receiving input from the staff conducting the negotiation. When detecting the signal to begin price negotiation by analyzing the dialogue content in the voice data, the control unit 11 can detect the signal when it determines that the negotiation in the voice data has entered the price negotiation stage. And when detecting the signal to offer tea by analyzing the dialogue content in the voice data, the control unit 11 can detect the signal when keywords such as "tea" or "beverage" are extracted.

[0022] Furthermore, one embodiment of the present invention includes a step of obtaining the status information of a specified user and a step of notifying the staff terminal 30 of the staff conducting the negotiation of a proposal regarding the manner of the negotiation based on the status information of the specified user. Here, the proposal regarding the manner of the negotiation may include an instruction to avoid starting price negotiations. The specified user may be the supervisor, store manager, or person responsible for serving tea to the staff conducting the negotiation. The specified user's status information may include information on whether the specified user is able to go to the negotiation location. The specified user's status information may include, for example, information such as busy, available, or temporarily away. If the specified user's status information is busy, the control unit 11 may notify the staff terminal 30 of an instruction to avoid starting price negotiations. The instruction to avoid starting price negotiations need only be a prompt to avoid starting price negotiations. For example, the instruction to avoid starting price negotiations may directly instruct to avoid starting price negotiations. Furthermore, the instruction to avoid starting price negotiations may also be an instruction related to topics such as the promotional points of a car model that the customer is interested in, or ideas related to life after the purchase.

[0023] As described above, the information processing device 10 determines which stage of the negotiation is being conducted based on the voice data involved in the negotiation, and sends an alarm notification to the user terminal 20 of the designated user.

[0024] Based on this structure, the information processing device 10 determines which stage of the negotiation in the voice data is in the negotiation process and notifies the user terminal 20 of the designated user of information that will help shorten the customer's waiting time. From this point of view, the technology for analyzing the negotiation status, including the negotiation content, is improved.

[0025] Although the present invention has been described with reference to the accompanying drawings and embodiments, those skilled in the art should note that various modifications and alterations can be made according to the present invention. Therefore, it should be understood that such modifications and alterations are included within the scope of the present invention. For example, the functions included in each component or step can be reconfigured in a logically consistent manner, and multiple components or steps can be combined into one or divided.

[0026] For example, in the above embodiments, it is also possible to implement an embodiment in which the structure and operation of the information processing device 10, user terminal 20, or worker terminal 30 are distributed among multiple computers capable of communicating with each other. Furthermore, in the above embodiments, system 1 may also be configured to exclude the worker terminal 30. That is, system 1 may also be configured to include both the information processing device 10 and the user terminal 20.

[0027] Symbol Explanation

[0028] 10-Information processing device, 11-Control unit, 12-Storage unit, 13-Input unit, 14-Output unit, 15-Communication unit, 20-User terminal, 21-Control unit, 22-Storage unit, 23-Input unit, 24-Output unit, 25-Communication unit, 30-Staff terminal, 31-Control unit, 32-Storage unit, 33-Input unit, 34-Output unit, 35-Communication unit, 40-Network.

Claims

1. A method characterized by, which is executed by an information processing apparatus, and includes the steps of: accepting input of voice data relating to a negotiation; determining, from the voice data, which stage in a negotiation stage the negotiation in the voice data is in; and notifying an alert to a user terminal of a prescribed user in accordance with the determined stage.

2. The method according to claim 1, further comprising the step of detecting a signal of starting a price negotiation or a tea ceremony, which includes the step of notifying an alert to the user terminal in the case where the signal is detected.

3. The method according to claim 2, wherein the signal includes any one of detection by analyzing the voice data or accepting input of a staff member who is conducting the negotiation. Further comprising the steps of:

4. The method of claim 3, wherein, acquiring state information of the prescribed user; notifying a proposal on a proceeding manner of the negotiation to a staff terminal of the staff member based on the state information of the prescribed user.

5. The method according to claim 4, wherein the proposal on the proceeding manner of the negotiation contains an instruction to avoid starting a price negotiation. ​

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