Information processing method

Abstract

An object of the present application is to improve negotiation support technology. An information processing method, executed by an information processing apparatus, includes the steps of associating commodity service information with each attribute that a person can have and storing the same in a database, storing an attribute that a staff member of a sales store has, acquiring a voice in a negotiation between the staff member and a customer, and when a topic related to the attribute that the staff member has or commodity service information associated with the attribute is detected from a content of a statement of the customer determined based on the voice, notifying support information that promotes a statement associated with the attribute.

Description

Technical Field

[0001] This invention relates to an information processing method. Background Technology

[0002] Previously, techniques for analyzing negotiation content related to products were known. Patent Document 1 discloses a negotiation support device that enables users to accurately grasp negotiation risks during the negotiation preparation stage.

[0003] Patent Document 1: Japanese Patent Application Publication No. 2009-054021 Summary of the Invention

[0004] For example, in a car dealership, there's a desire to improve staff's negotiation skills. Experienced staff with high negotiation skills tend to be more self-disclosureist (sharing personal experiences) at appropriate times during negotiations. However, for staff with lower negotiation skills, judging the appropriate timing for self-disclosure is difficult. Previous frameworks based on machine learning haven't been sufficiently researched to support improvements in these negotiation skills. Therefore, there's room for improvement in negotiation support technologies.

[0005] The purpose of this invention is to improve negotiation support technology.

[0006] According to the present invention, an information processing method is executed by an information processing device, the information processing method comprising the following steps:

[0007] Link product and service information with various attributes that a person may have, and store them in a database;

[0008] The attributes possessed by the staff of a storage and sales store;

[0009] Acquire the audio recordings of the conversation between the staff and the customer; and

[0010] When a topic related to the attribute possessed by the staff member or product / service information associated with the attribute is detected from the customer's speech content determined based on the speech, support information is provided to facilitate speech associated with the attribute.

[0011] Invention Effects

[0012] According to one embodiment of the present invention, negotiation support technology can be improved. Attached Figure Description

[0013] Figure 1 This is a diagram illustrating a structural example of a system according to an embodiment of the present invention.

[0014] Figure 2 This is a flowchart illustrating an example of the operation of a system according to an embodiment of the present invention. Detailed Implementation

[0015] Hereinafter, an embodiment of the present invention will be described with reference to the accompanying drawings.

[0016] Figure 1 This is a diagram illustrating a structural example of system 1 according to an embodiment of the present invention. (See reference) Figure 1 The structure and overview of System 1, which is involved in the embodiments of the present invention, will be described.

[0017] System 1 includes an information processing device 10 and a terminal device 20. System 1 notifies the appropriate time for self-disclosure during negotiations via the terminal device 20 used by the sales staff.

[0018] The information processing device 10 is, for example, a server device installed in a data center. The information processing device 10 can be provided via cloud services.

[0019] Terminal device 20 can be any device used by users such as negotiators. Terminal device 20 can be, for example, a general electronic device or a dedicated electronic device such as a smartphone, tablet, wearable device, or personal computer (PC).

[0020] Network 30 can be any communication medium such as the Internet or mobile communication network. Information processing device 10 and terminal device 20 can be communicatively connected via network 30.

[0021] In addition, Figure 1 In this example, one unit each of the information processing device 10 and the terminal device 20 is shown, but the system 1 may also have multiple such devices. Hereinafter, an example of a user operating the terminal device 20 will be described, but the user may also operate the information processing device 10.

[0022] In this embodiment, the negotiation is, for example, a negotiation related to the sale of a vehicle, and the offering related to the negotiation is a vehicle, but it is not limited to this. For example, the negotiation can be a meeting aimed at concluding various types of contracts, such as the sale of real estate, insurance contracts, or financial products. Furthermore, the offering related to the negotiation in this embodiment can be goods, services, digital content, licenses, data / information, financial products, real estate, intangible assets, or other tradable rights.

[0023] The information processing method described in this embodiment is executed by an information processing device 10. The information processing device 10 associates product / service information with various attributes that a person may possess and stores these associations in a database. The information processing device 10 stores the attributes possessed by the sales staff. The information processing device 10 acquires the voice recordings of conversations between staff and customers. When the information processing device 10 detects a topic related to an attribute possessed by the staff or product / service information associated with that attribute from the customer's speech content determined based on the voice recording, it notifies the staff of support information promoting speech (self-disclosure) associated with that attribute. Therefore, according to the present invention, staff can learn when to make self-disclosure through the notification of support information and can make self-disclosure at the appropriate time.

[0024] like Figure 1 As shown, the information processing device 10 includes a control unit 11, a storage unit 12, a communication unit 13, an input unit 14, and an output unit 15.

[0025] The control unit 11 includes at least one processor. The processor is a general-purpose processor such as a central processing unit (CPU) or a dedicated processor for specific processing. While controlling each part of the information processing device 10, the control unit 11 performs processing related to the operation of the information processing device 10.

[0026] The storage unit 12 includes at least one semiconductor memory, magnetic memory, or optical memory, etc. The storage unit 12 functions as, for example, a main storage device or an auxiliary storage device. The storage unit 12 stores data used for the operation of the information processing device 10 and data obtained through the operation of the information processing device 10. For example, the storage unit 12 stores a learned model. The learned model is a model created using machine learning algorithms. The learned model can be, for example, a machine learning model built on a decision tree, a model generated based on a convolutional neural network (CNN), a recurrent neural network (RNN), or other deep learning machine learning algorithms.

[0027] The communication unit 13 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 is, for example, a Local Area Network (LAN). 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 13 receives data for the operation of the information processing device 10 and transmits data obtained through the operation of the information processing device 10.

[0028] The input unit 14 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor (microphone) for receiving voice input, or a camera for receiving gesture input. The input unit 14 receives data input for actions of the terminal device 20.

[0029] The output unit 15 includes at least one output interface. The output interface may be, for example, a display unit (monitor) for outputting image information or a speaker for outputting voice information. The output unit 15 outputs data obtained through the operation of the terminal device 20.

[0030] The information processing device 10 can be implemented by a single computer or by the collaboration of multiple computers.

[0031] The functions of the information processing device 10 are implemented by the processor, which corresponds to the control unit 11, executing the program involved in this embodiment. That is, the functions of the information processing device 10 are implemented by software. The program causes the computer to perform the actions of the information processing device 10, thus enabling the computer to function as the information processing device 10. In other words, the computer functions as the information processing device 10 by executing the actions of the information processing device 10 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 memories, 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 storage device of an external server and sending the program from the external server to other computers. The program can also be provided as a program product. Some or all of the functions of the information processing device 10 can also be implemented by a dedicated circuit, which corresponds to the control unit 11. That is, some or all of the functions of the information processing device 10 can also be implemented by hardware.

[0032] like Figure 1 As shown, the terminal device 20 includes a control unit 21, a storage unit 22, a communication unit 23, an input unit 24, and an output unit 25.

[0033] The control unit 21 includes at least one processor. The processor is a general-purpose processor such as a CPU or a dedicated processor specifically designed for certain processing. While controlling each part of the terminal device 20, the control unit 21 performs processing related to the operation of the terminal device 20.

[0034] The storage unit 22 includes at least one semiconductor memory, magnetic memory, or optical memory, etc. The storage unit 22 functions as, for example, a main storage device or an auxiliary storage device. 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.

[0035] The communication unit 23 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 is, for example, a LAN. 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 23 receives data for the operation of the terminal device 20 and transmits data obtained through the operation of the terminal device 20.

[0036] The input unit 24 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor (microphone) for receiving voice input, or a camera for receiving gesture input. The input unit 24 receives data input for actions of the terminal device 20.

[0037] The output unit 25 includes at least one output interface. The output interface may be, for example, a display unit (monitor) for outputting image information or a speaker for outputting voice information. The output unit 25 outputs data obtained through the operation of the terminal device 20.

[0038] Terminal device 20 can be implemented by a single computer or by the collaboration of multiple computers. Some or all of the functions of terminal device 20 can be implemented by software, similar to information processing device 10, or by hardware.

[0039] Figure 2 This is a flowchart illustrating an example of the operation of system 1 according to an embodiment of the present invention. (See reference) Figure 2 The actions of the system 1 described can be equivalent to one of the methods performed by the information processing device 10. Figure 2 The actions of each step can be executed according to the control of the control unit 11 based on the information processing device 10.

[0040] S1: The control unit 11 associates the product and service information with the various attributes that the person may have, and stores them in the database of the storage unit 12.

[0041] For example, when storing vehicle information as commodity service information, the control unit 11 can cause the information processing device 10 to store the following information: regarding the attribute "interest", for the interest "fishing", store vehicle information such as "stain resistant" and "model A", and for the interest "camping", store vehicle information such as "strong off-road performance" and "model B".

[0042] S2: Attributes possessed by staff of the Control Department 11 Storage and Sales Store.

[0043] For example, the control unit 11 can establish a corresponding association between the input attribute "interest" and the identification information of the sales store staff and store it in the storage unit 12.

[0044] S3: Control unit 11 acquires the voice recordings of staff and customers during their conversations.

[0045] For example, the control unit 11 can acquire the voice of the ongoing negotiation in real time via the terminal device 20, or it can acquire the voice of previously recorded conversations.

[0046] S4: When the control unit 11 detects a topic related to the attributes of the staff or product / service information associated with the attributes from the content of the customer's speech determined based on voice, it notifies the staff of support information to promote speech associated with the attributes.

[0047] For example, control unit 11 acquires the voice recordings of conversations between staff and customers, and detects topics related to any attribute or product / service information (e.g., vehicle information) from the customer's speech. When a staff member possesses an attribute related to the detected topic (or an attribute associated with a characteristic of the product / service related to the detected topic), control unit 11 notifies the staff member of information that promotes self-disclosure (sharing personal experiences) associated with that attribute.

[0048] Support information may include prompts for statements (self-disclosure) that are related to the attributes possessed by the staff. For example, control unit 11 may send out messages such as "Based on your experience of 'fishing,' what do you think of recommending a 'dirt-resistant' vehicle?" as support information.

[0049] As described above, the information processing device 10 associates product and service information with various attributes that a person may possess and stores them in a database. The information processing device 10 stores the attributes possessed by the sales store's staff. The information processing device 10 acquires the voice recordings of conversations between staff and customers. When the information processing device 10 detects a topic related to an attribute possessed by the staff or product and service information associated with that attribute from the customer's speech content determined based on the voice recording, it notifies the customer of support information that promotes speech associated with that attribute.

[0050] Thus, according to the present invention, during negotiations, for example, when a customer speaks about topics related to attributes common to the staff or about product / service information associated with the staff's attributes, support information is provided. Therefore, according to the present invention, even staff with low negotiation skills can determine the appropriate time for self-disclosure. Therefore, according to the present invention, negotiation support technology can be improved.

[0051] Furthermore, this invention can also be used for staff training and evaluating staff negotiation skills. For example, the information processing device 10 can pre-store sample negotiation audio and play it. Staff can press a button at a time when they deem it appropriate to listen to the sample audio while making statements related to their own attributes (self-disclosure). The information processing device 10 can compare the timing when it detects topics related to the staff's attributes from the customer's statements in the sample audio with the timing when the staff presses the button. When the timings are roughly consistent, the information processing device 10 can add points to the staff's evaluation.

[0052] Thus, the information processing device 10 can acquire sample conversation audio as speech. The information processing device 10 can play the conversation audio and receive a selection action from the user at a time when the user deems it appropriate to make a statement related to their attributes. Based on the timing of detecting topics related to the employee's attributes or product / service information associated with those attributes from the customer's speech in the conversation audio and the timing of receiving the selection action, the information processing device 10 can evaluate the user's negotiation skills. The information processing device 10 can output the evaluated negotiation skills as a score, etc.

[0053] According to this structure, users can receive evaluations from System 1 regarding the appropriateness of the timing of self-disclosure (sharing personal experiences), which can improve their negotiation skills.

[0054] This invention is not limited to the embodiments described above. For example, the multiple blocks shown in the block diagram may be integrated, or a single block may be divided. The multiple steps shown in the flowchart may be executed in parallel or in a different order, depending on the processing capability of the device executing each step or as needed, instead of being executed according to the described time sequence. Furthermore, modifications can be made without departing from the spirit of this invention.

[0055] Symbol Explanation

[0056] 1-System, 10-Information processing device, 11-Control unit, 12-Storage unit, 13-Communication unit, 14-Input unit, 15-Output unit, 20-Terminal device, 21-Control unit, 22-Storage unit, 23-Communication unit, 24-Input unit, 25-Output unit, 30-Network.

Claims

1. An information processing method, executed by an information processing device, characterized in that it includes the following steps: Link product and service information with various attributes that a person may have, and store them in a database; The attributes possessed by the staff of a storage and sales store; Acquire the audio recordings of the conversation between the staff and the customer; and When a topic related to the attribute possessed by the staff member or product / service information associated with the attribute is detected from the customer's speech content determined based on the speech, support information is provided to facilitate speech associated with the attribute.

2. The information processing method according to claim 1, characterized in that, The support information includes prompts for statements associated with the attributes possessed by the staff member.

3. The information processing method according to claim 1 or 2, characterized in that, Perform the following processing: Acquire sample conversation audio as the audio; Play the aforementioned conversation audio, and when the user deems it appropriate to speak in relation to the aforementioned attribute, receive a selection action from the user; and The user's negotiation skills are evaluated by comparing the timing at which the information processing device detects topics related to the attributes of the staff member or product / service information associated with the attributes from the customer's speech in the conversation with the timing of receiving the selection operation.

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