Method for evaluating business conversations

Abstract

The present disclosure provides a business talk evaluation method. The business talk evaluation method executed by an information processing apparatus includes: acquiring sound data related to a business talk; extracting, from the sound data, a required time for a product explanation, an acquisition timing of personal information, a question content at the time of acquisition of the personal information, and a timing at which the personal information has been used for a proposal in the business talk; and calculating and presenting information related to the required time and quantitative data related to the personal information.

Description

Technical Field

[0001] This disclosure pertains to methods for evaluating business conversations. Background Technology

[0002] Previously, techniques for analyzing the content of business conversations related to products were known. For example, Japanese Patent Application Publication No. 2019-28910 disclosed a dialogue analysis system that examines whether a sales manager explains what should be explained and does not mention what should not be mentioned during business conversations with customers. Summary of the Invention

[0003] Although Japanese Patent Application Publication No. 2019-28910 discloses a technology for analyzing business conversation content using machine learning, to date, there has been insufficient research on evaluating business conversation content, identifying areas for improvement in how business conversations progress, and so on. Therefore, there is room for improvement in business conversation evaluation techniques.

[0004] The purpose of this disclosure is to improve the technology for evaluating business conversations, given the above circumstances.

[0005] One embodiment of the present invention is a business conversation evaluation method,

[0006] A business conversation evaluation method executed by an information processing device, wherein the business conversation evaluation method includes:

[0007] Acquire audio data related to business conversations;

[0008] The time required to extract product descriptions from the aforementioned audio data, the timing of obtaining personal information, the questions asked when obtaining personal information, and the timing of proposals that the personal information has been used in business conversations; and

[0009] Calculate and present information related to the required time and quantitative data related to personal information.

[0010] According to one embodiment of this disclosure, an improved business conversation evaluation technique is provided. Attached Figure Description

[0011] The features, advantages, and technical and industrial significance of exemplary embodiments of the present invention will be described below with reference to the accompanying drawings, in which the same reference numerals denote the same elements, and wherein:

[0012] Figure 1 This is a block diagram illustrating the general structure of the system according to this embodiment.

[0013] Figure 2 It is a flowchart illustrating the operation of an information processing device. Detailed Implementation

[0014] The embodiments of this disclosure are described below. (Refer to...) Figure 1 This section describes the overview and structure of System 1 according to this embodiment. System 1 according to this embodiment includes an information processing device 10 and a terminal device 20. The information processing device 10 is, for example, a server device installed in a data center. The terminal device 20 is any device used by users such as business communication workers. These devices are communicatively connected via a network 30 such as the Internet. Although in Figure 1 The diagram shows one information processing device 10 and one terminal device 20, but system 1 may include multiple such devices.

[0015] First, an overview of this embodiment will be given, followed by a detailed explanation. In this embodiment, a business conversation is, for example, a business conversation involving the sale of a vehicle, and the offering involved in the business conversation is a vehicle, but it is not limited to this. For example, a business conversation can be a meeting for the purpose of signing various contracts, such as the sale of real estate, insurance contracts, or the sale of financial products. In addition, in this embodiment, the offering related to the business conversation can be goods, services, digital content, licenses, data / information, financial products, real estate, intangible assets, other tradable rights, etc. The business conversation evaluation method of this embodiment is performed by the information processing device 10. First, the information processing device 10 acquires audio data related to the business conversation. In addition, the information processing device 10 extracts from the audio data the time required for product description, the timing of acquiring personal information of the customer in the business conversation (hereinafter also referred to as personal information), the content of the questions asked when acquiring personal information, and the timing of the proposal that the personal information has been used in the business conversation. Then, the information processing device 10 calculates and presents information related to the time required and quantitative data related to the personal information.

[0016] As described above, according to this embodiment, the information processing device 10 calculates and presents information about the required time and quantitative data about personal information based on the audio data related to the business conversation. Therefore, since quantitative evaluation information about the business conversation is automatically obtained, the business conversation evaluation technology is improved in terms of objectivity and efficiency.

[0017] Next, the structures of the information processing device 10 and the terminal device 20 will be described in detail.

[0018] like 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 performs processing related to the operation of the information processing device 10 while controlling various parts 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 for the operation of the information processing device 10 and data obtained through the operation of the information processing device 10. For example, a learned model is stored in the storage unit 12. The learned model is a model created using machine learning algorithms. For example, the learned model can be a machine learning model based on decision trees, a model generated by deep learning algorithms such as Convolutional Neural Networks (CNNs), Recurrent Neural Networks (RNNs), etc. The input unit 13 includes at least one input interface. The input interface can be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts and processes data used for the operation of the information processing device 10. The output unit 14 includes at least one output interface. The output interface can be, for example, a display that outputs information images, or a speaker that outputs information sounds. 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. The communication interface can be any interface between a wired communication interface and a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, 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 for the operation of the information processing device 10 and transmits data obtained through the operation of the information processing device 10.

[0019] In addition, such as Figure 1As shown, the terminal device 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 various parts of the terminal device 20 and performs processing related to the operation of the terminal device 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 for the operation of the terminal device 20 and data obtained through the operation of the terminal device 20. The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts operations that input data used for the operation of the terminal device 20. The output unit 24 includes at least one output interface. The output interface may be, for example, a display that outputs information images, or a speaker that outputs information sounds. The output unit 24 outputs data obtained through the operation of the terminal device 20. The communication unit 25 includes at least one external communication interface. This communication interface can be any interface, either a wired or wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, 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 by the operation of the terminal device 20 and transmits data obtained through the operation of the terminal device 20.

[0020] The functions of the information processing device 10 or the terminal device 20 are realized by executing the program according to this embodiment on a processor corresponding to the control unit 11 or the control unit 21. That is, the functions of the information processing device 10 or the terminal device 20 are implemented by software. The program causes the computer to perform the actions of the information processing device 10 or the terminal device 20, thereby enabling the computer to function as the information processing device 10 or the terminal device 20. In other words, the computer performs the actions of the information processing device 10 or the terminal device 20 according to the program, thereby enabling it to function as the information processing device 10 or the terminal device 20. 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 is distributed, for example, by selling, transferring, or lending a portable recording medium such as a DVD containing the program. Furthermore, the program can be distributed by storing it in the memory of an external server and sending it from the external server to other computers. Additionally, the program can be provided as a program product. Some or all of the functions of the information processing device 10 or the terminal device 20 can be implemented by a dedicated circuit corresponding to the control unit 11 or the control unit 21. That is, some or all of the functions of the information processing device 10 or the terminal device 20 can be implemented by hardware.

[0021] Reference Figure 2 The operation of the information processing apparatus 10 according to this embodiment will be described. Here, we will mainly describe an example of a business conversation, such as a business conversation related to vehicle sales, where the offering in the business conversation is a vehicle. First, the control unit 11 of the information processing apparatus 10 acquires audio data related to the business conversation (S10). The acquisition process of the audio data related to the business conversation can be performed using any method. For example, the control unit 11 can acquire the audio data related to the business conversation from an external device, including the terminal device 20, via the communication unit 15 and the network 30. Alternatively, for example, the control unit 11 can acquire the audio data related to the business conversation via the input unit 13.

[0022] Next, the control unit 11 extracts the time required for product descriptions, the timing of personal information acquisition, the content of questions asked when acquiring personal information, and the timing of proposals that personal information has been used in business conversations from the voice data (S20). Here, personal information includes information such as family structure, interests, lifestyle, information related to currently owned vehicles, income and expenditure preferences, and customer values. Information on family structure includes spouse, presence or absence of children, and age group within the family. Information on interests includes preferences for driving, outdoor activities, sports, and music. Information on lifestyle includes commuting methods, frequency, and purpose of vehicle use. Information related to currently owned vehicles includes the type of vehicle owned, years of use, and reasons for replacement purchases. Information on income and expenditure preferences includes budget and loan information. Information on customer values ​​includes priorities such as safety, fuel efficiency, and brand preference.

[0023] Any method can be used to extract and process relevant information. For example, the control unit 11 can input voice data into the learning model to extract the time required for product descriptions, the timing of personal information acquisition, the content of questions asked when acquiring personal information, and the timing of proposals that personal information has been used in business conversations.

[0024] Next, the control unit 11 calculates and presents information related to the time required for product description and quantitative data related to personal information (S30). The information related to the time required for product description includes the ratio of the time required for product description to the total business conversation time. The quantitative data related to personal information includes at least one of the acquisition rate related to personal information and the utilization rate related to personal information. The acquisition rate related to personal information is an indicator representing the extent to which personal information desired to be obtained in a business conversation is obtained during the business conversation. For example, the acquisition rate related to personal information can be determined using the following formula (1).

[0025] (Mathematical Formula 1)

[0026]

[0027] The utilization rate related to personal information is an indicator of the extent to which personal information obtained in business negotiations is directly or indirectly used in the proposal of goods / services. Any standard can be used to determine whether personal information has been directly or indirectly used in the proposal of goods / services. For example, it can be determined that personal information has been directly or indirectly used in the proposal of goods / services in the following circumstances:

[0028] Based on information about family composition, recommendations are made for vehicles (e.g., minivans, SUVs, etc.) suitable for families with children.

[0029] Based on information about their interests, we recommended four-wheel drive vehicles to customers who enjoy outdoor activities.

[0030] • Utilizing lifestyle information (such as commuting distance and frequency) to recommend vehicle models with excellent fuel efficiency.

[0031] • Proposals to replace vehicles are made based on information about the currently owned vehicles (e.g., years of use, frequency of breakdowns, etc.), highlighting the advantages of the replacement purchase.

[0032] Based on income and spending preferences, it presents information on vehicles that match the budget, optimal loan terms, and other relevant factors.

[0033] • It reflects values ​​and introduces vehicles equipped with advanced safety features to customers who value safety performance.

[0034] For example, the utilization rate related to personal information can be determined by the following formula (2).

[0035] (Mathematical Formula 2)

[0036]

[0037] Any method can be used to present and process information related to the time required for product descriptions and quantitative data related to personal information. For example, the control unit 11 can send data to the terminal device 20 via the communication unit 15, and output the information through the user interface displayed on the output unit 24 of the terminal device 20. Alternatively, the control unit 11 can also output the information through the user interface displayed on the output unit 14.

[0038] As described above, the information processing apparatus 10 according to this embodiment calculates and presents information about the required time and quantitative data about personal information based on the audio data related to the business conversation. Therefore, since quantitative evaluation information about the business conversation is automatically obtained, the business conversation evaluation technology is improved in terms of objectivity and efficiency.

[0039] Although this disclosure has been described with reference to the accompanying drawings and examples, it should be noted that various modifications and variations can be made by those skilled in the art based on this disclosure. Therefore, it should be understood that such modifications and variations are included within the scope of this disclosure. For example, the functions contained 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.

[0040] For example, the control unit 11 of the information processing device 10 can present information about the time required to explain a product and quantitative data about personal information in a manner that can be compared with corresponding information and quantitative data about excellent business negotiation staff (hereinafter also referred to as "excellent employees"). In this way, business negotiation staff can compare their own methods with those of excellent employees and specifically identify areas for improvement and effective approaches. In addition, by referring to indicators based on the success stories of excellent employees, it is expected that the overall business negotiation skills of staff can be improved and the success rate of business negotiations can be increased.

[0041] Furthermore, for example, the control unit 11 of the information processing device 10 can display information and quantitative data on the time allocation for product explanations in a particular employee's past business conversations. This allows the business conversation employee to understand their own communication style, explanation time preferences, etc., making it easier to identify areas for improvement and pathways to successful communication. Moreover, it is anticipated that based on past trend data, the optimal time allocation for specific product explanations can be learned, thereby improving the effectiveness of business conversations.

[0042] Furthermore, quantitative data related to personal information can include a natural conversation score. A natural conversation score is an indicator of how natural and smooth a conversation in a business setting is. For example, it can be determined based on the openness of questions, their relevance, customer responses, the number of questions asked, and the variation in the questions asked. Openness of questions can be an indicator where a higher proportion of open-ended questions results in a higher score. Relevance of questions can be an indicator where a higher relevance to previous conversations results in a higher score. Customer responses can be an indicator where more affirmative responses increase the score. The number of questions asked can be an indicator where fewer questions are asked to obtain necessary information, resulting in a higher score. Variation in questions can be an indicator where a greater number of different questions are asked to obtain the same information, resulting in a higher score.

[0043] Furthermore, for example, in the above embodiments, the configuration and operation of the information processing device 10 may be implemented by distributing it among multiple computers capable of communicating with each other.

Claims

1. A method for evaluating business conversations, executed by an information processing device, wherein, The methods for evaluating business conversations include: Acquire audio data related to business conversations; The time required to extract product descriptions from the aforementioned audio data, the timing of obtaining personal information, the questions asked when obtaining personal information, and the timing of proposals that the personal information has been used in business conversations; and Calculate and present information related to the required time and quantitative data related to personal information.

2. The business conversation evaluation method according to claim 1, wherein, Quantitative data relating to the personal information include at least one of the personal information acquisition rate and the personal information utilization rate.

3. The business conversation evaluation method according to claim 2, wherein, The acquisition rate of the personal information is calculated by weighting the information according to its priority.

4. The business conversation evaluation method according to claim 1, wherein, Quantitative data related to the personal information includes natural conversation scores.

5. The business conversation evaluation method according to claim 4, wherein, The natural dialogue score is determined based on the openness of the question, the relevance of the question, the customer's response, the number of questions asked, and the variation in the questions asked.

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