Information processing method, information processing system, and program

Abstract

To present a piece of knowledge that a user ought to see from among a plurality of pieces of knowledge to the user.SOLUTION: An information processing method presents an appropriate piece of knowledge data to a user from among a plurality of pieces of knowledge data stored in one or more servers. The information processing method includes: acquiring information relating to a status of the user using a processor; identifying at least one piece of knowledge data from among the plurality of pieces of knowledge data on the basis of the acquired information relating to the status of the user; and outputting information relating to the identified at least one piece of knowledge data.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present disclosure relates to an information processing method, an information processing system, and a program. [Background technology]

[0002] In organizational activities, the importance of sharing increasingly complex knowledge is growing. As a technology for users, who are members of an organization, to find the knowledge they desire, for example, Patent Document 1 discloses a technology that selects a sales case and outputs sales documents with a high degree of suitability for the next phase of the sales. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2006-039691 A Summary of the Invention [Problem to be solved by the invention]

[0004] However, the technology disclosed in the above-mentioned patent document is for a user to specify desired knowledge, and is not for specifying other knowledge that the current user should see.

[0005] Therefore, the present disclosure has been made in consideration of the above-mentioned problems, and its purpose is to provide an information processing method, an information processing system, and a program capable of presenting to a user knowledge that the user should view from among multiple pieces of knowledge. [Means for solving the problem]

[0006] According to the present disclosure, there is provided an information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, the information processing method including: a processor acquiring information relating to the user's status; identifying at least one piece of knowledge data from the plurality of knowledge data based on the acquired information relating to the user's status; and outputting information relating to the identified at least one piece of knowledge data.

[0007] Furthermore, according to the present disclosure, there is provided an information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored on one or a plurality of servers, the information processing system including: an acquisition unit that acquires information regarding the user's status; an identification unit that identifies at least one piece of knowledge data from the plurality of knowledge data based on the information regarding the user's status acquired by the acquisition unit; and an output control unit that outputs information regarding the at least one piece of knowledge data identified by the identification unit.

[0008] Furthermore, according to the present disclosure, there is provided a program that causes a computer to function as an information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored on one or a plurality of servers, the program causing a computer to function as an acquisition unit that acquires information regarding the user's status, an identification unit that identifies at least one piece of knowledge data from the plurality of knowledge data based on the information regarding the user's status acquired by the acquisition unit, and an output control unit that outputs information regarding the at least one piece of knowledge data identified by the identification unit. Effect of the Invention

[0009] According to the present disclosure, knowledge that the user should view from among a plurality of pieces of knowledge can be presented to the user. [Brief description of the drawings]

[0010] [Figure 1] 1 is a diagram illustrating an example of a configuration of an information processing system 1 according to an embodiment of the present disclosure. [Diagram 2] FIG. 2 is a diagram illustrating an example of a hardware configuration of a computer that realizes the server 10 according to the embodiment. [Diagram 3] 2 is a diagram illustrating an example of a software configuration of the server 10 according to the embodiment. FIG. [Figure 4] 11 is a diagram showing an example of the contents of user data stored in a user DB 104 according to the embodiment. FIG. [Diagram 5] FIG. 13 is a diagram showing an example of the contents of knowledge data stored in a knowledge DB 105 according to the embodiment. [Figure 6] 13 is a diagram showing an example of the contents of customer data stored in a customer DB 106 according to the embodiment. FIG. [Figure 7] 11 is a diagram showing an example of an output display mode by an output control unit 114 according to the embodiment. FIG. [Figure 8] 4 is a flowchart illustrating a series of controls in the information processing system 1 according to the embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0011] Hereinafter, preferred embodiments of the present disclosure will be described in detail with reference to the accompanying drawings. In this specification and the drawings, components having substantially the same functional configurations are denoted by the same reference numerals, and redundant description will be omitted.

[0012] <Summary of this Disclosure> 1 is a diagram showing a configuration example of an information processing system 1 according to an embodiment of the present disclosure. As shown in the figure, the information processing system 1 according to the present embodiment includes an information processing server 10 (hereinafter referred to as server 10), and is communicatively connected to user terminals 20 (20A, 20B, 20C, ...) via a network NW. Note that this configuration is an example, and one configuration may combine with other configurations or include other configurations.

[0013] In this embodiment, the network NW is assumed to be the Internet, but may be, for example, an on-premise network, an intranet, etc. The network NW is constructed, for example, by a public telephone line network, a mobile phone line network, a wireless communication network, Ethernet (registered trademark), etc.

[0014] The server 10 is, for example, a computer for managing knowledge shared in an organization such as a company or an organization. The server 10 may be managed by the organization or a third party that handles other knowledge management services.

[0015] Also, for example, the server 10 may be a general-purpose computer such as a workstation or a personal computer, or may be logically realized by cloud computing.

[0016] The user terminal 20 is, for example, a terminal for members (users) U1 (U1A, U1B, U1C, ...) belonging to an organization to access knowledge shared in the organization. For example, the user terminal 20 may be a mobile phone, a smartphone, a tablet computer, a personal computer, or the like.

[0017] An overview of the information processing system 1 according to this embodiment will be described. A user U1 attempts to acquire knowledge stored in a database of a server 10 via a user terminal 20. In this case, conventionally, knowledge desired by user U1 is searched for by user U1 inputting a query for finding the desired knowledge.

[0018] However, the knowledge searched by user U1 here is only what user U1 wants to see, and is not necessarily suitable for user U1. In other words, depending on user U1's level of proficiency in the organization and the contents of the tasks, for example, there may be knowledge that is more suitable for user U1 than the knowledge that user U1 wants to see. There is a possibility that user U1 will not notice such knowledge.

[0019] Therefore, the information processing system 1 according to the present embodiment uses the status of the user U1 belonging to the organization (for example, information on the user's attributes and proficiency, the user's knowledge usage status, etc.) to present the most suitable knowledge. The user's status includes information indicating the situation of the user U1 belonging to the organization. By using such a user's status, appropriate knowledge suited to the situation of the user U1 can be presented to the user U1. For example, if the user U1 has not yet made sales to the customer C1, the information processing system 1 can present to the user terminal 20 knowledge related to information on the customer C1 and the environment surrounding the customer C1. This makes it possible for the user U1 to reliably obtain knowledge that is suitable for the situation in which the user U1 is placed and that the user U1 should see, compared to a case in which the user U1 searches for knowledge by himself / herself. Hereinafter, the details of the present embodiment will be described.

[0020] <Hardware configuration example> 2 is a diagram showing an example of the hardware configuration of a computer that realizes the server 10 according to this embodiment. The computer includes at least a control unit 11, a memory 12, a storage 13, a communication unit 14, and an input / output unit 15. These are electrically connected to each other via a bus 16.

[0021] The control unit 11 is a computing device that controls the operation of the entire server 10, controls the transmission and reception of data between each element, and performs information processing necessary for application execution and authentication processing. For example, the control unit 11 is a processor such as a CPU (Central Processing Unit), and executes programs stored in the storage 13 and deployed in the memory 12 to perform each information processing.

[0022] The memory 12 includes a main memory configured with a volatile storage device such as a DRAM (Dynamic Random Access Memory) and an auxiliary memory configured with a non-volatile storage device such as a flash memory or an HDD (Hard Disc Drive). The memory 12 is used as a work area for the control unit 11, and also stores a BIOS (Basic Input / Output System) executed when the server 10 is started up, various setting information, and the like.

[0023] The storage 13 stores various programs such as application programs. A database that stores data used in each process may be constructed in the storage 13.

[0024] The communication unit 14 connects the server 10 to a network. The communication unit 14 communicates with an external device directly or via a network access point, for example, by a wired LAN (Local Area Network), a wireless LAN, Wi-Fi (Wireless Fidelity, registered trademark), infrared communication, Bluetooth (registered trademark), short-distance or non-contact communication, or the like.

[0025] The input / output unit 15 is, for example, an information input device such as a keyboard, a mouse, a touch panel, etc., and an output device such as a display.

[0026] A bus 16 is commonly connected to all of the above elements, and transmits, for example, address signals, data signals and various control signals.

[0027] The hardware configuration of a terminal such as a computer or a smartphone that realizes the user terminal 20 according to this embodiment is similar to the hardware configuration example of the server 10 shown in FIG. 2, so a description thereof will be omitted.

[0028] <Software configuration example> 3 is a diagram showing an example of the software configuration of the server 10 according to the present embodiment. The server 10 includes an acquisition unit 101, a specification unit 102, an output control unit 103, a user DB (database) 104, a knowledge DB (database) 105, and a customer DB (database) 106. The acquisition unit 101, the specification unit 102, and the output control unit 103 can be realized by the control unit 11 reading out a program stored in the storage 13 into the memory 12 and executing the program. The user DB 104, the knowledge DB 105, and the customer DB 106 can be realized as part of a storage area provided by the memory 12 and the storage 13. The user DB 104, the knowledge DB 105, and the customer DB 106 may be realized as part of an external storage area provided by one or more servers other than the server 10.

[0029] The acquisition unit 101 has a function of acquiring information related to the user's status. The information related to the user's status is stored in, for example, a user DB 104. The information related to the user's status may also be acquired from the user terminal 20. The user's status is included in the user data stored in the user DB 104.

[0030] 4 is a diagram showing an example of the contents of user data stored in the user DB 104 according to this embodiment. As shown in FIG. 4, the user data 1001 according to this embodiment may include a user ID for identifying user data, a user name, and information about a user status. The information about the user status may include, for example, information about a user attribute, a user task, a user experience, a user preference, and a user usage situation.

[0031] The user attributes indicate information on the attributes of the user. The user attributes may include, for example, the rank to which the user belongs in the organization, the department to which the user belongs, the user's occupation, and information on the user's achievements, actions, and abilities. The user's rank indicates, for example, the level of work performance within the company. The user's job title indicates the role and authority, such as chief or section manager. The user's occupation indicates the specific job content, such as sales representative or accounting representative. The user's abilities are parameters that indicate the degree to which the user has acquired the skill set and mindset required in the organization. The user attributes may also include information on the progress of the user's training. The information on the progress of the user's training may include information on the completion of a learning course provided to the user in the organization. In the case where the learning course is composed of knowledge data stored in the knowledge DB 105, for example, the information on the completion of the learning course may include information on the progress of the learning course being studied and information on the use of knowledge included in the learning course. Such user attributes may be acquired, for example, from input from the user (including other users) or from other sales support services, human resources management services, etc.

[0032] A user task indicates information about a task of a business that a user is in charge of. A user task may include one or more tasks. A user task may include a current task, and may also include past or future tasks. Information about these tasks may include, for example, information about the task name, the business partner, the business product / service, progress, and success / failure. Information about the business partner may include, for example, information about the industry of the business partner that has been ordered, the size of the industry of the business partner, the size of the business partner, the person in charge of the business partner, and sales performance with the business partner. Information about the business product / service may include, for example, information about the type, number, price, etc. of products or services that have been proposed / are being proposed to the business partner or have been ordered. Information about progress means, for example, information about sales progress (stages such as understanding the company, understanding competitors, understanding customers, product explanations, hearings, proposals, closing, and the number of sales to customers). Information about success / failure may include information about the success or failure of sales in past tasks. In other words, information about tasks that the user has failed or struggled with in past sales negotiations, sales progress, and information about phases may be included as information about user tasks. By using such information, the user can be provided with appropriate knowledge data to overcome sales phases or customers that the user has difficulty with.

[0033] A user task may include one or more tasks. A user task may include a current task, and may also include past or future tasks. Information about these tasks may include, for example, information about the task name, the business partner, the business product / service, progress, and success / failure. Information about the business partner may include, for example, information about the industry of the business partner for which an order has been placed, the size of the industry of the business partner, the size of the business partner, the person in charge of the business partner, and sales performance with the business partner. Information about the business product / service may include, for example, information about the type, number, price, etc. of products or services proposed / being proposed to the business partner or ordered. Information about progress means, for example, information about sales progress (stages such as understanding the company, understanding competitors, understanding customers, product explanations, hearings, proposals, closing, and the number of sales to customers). Information about success / failure may include information about the success or failure of sales in past tasks. In other words, information about tasks that the user has failed or struggled with in past sales negotiations, sales progress, and information about phases may be included as information about user tasks. By using such information, the user can be provided with appropriate knowledge data to overcome sales phases or customers that the user has difficulty with.

[0034] The user's experience is a synthesis of the information on the user tasks described above, and indicates information on the results and experience of the tasks of business negotiations that the user has been in charge of. The user's experience may include, for example, information on success / failure in business negotiations that the user has experienced. Specifically, the user's experience may include information on successes and failures in the user's customers, products, or business negotiation phases, such as which industries and customers the user has received the most business negotiations from, and which business negotiation phases the user has most failed in. In addition, the user's experience may be linked to information on the usage status of knowledge used in each business negotiation phase for each product of each customer, as described below. By using such information, appropriate knowledge data for overcoming sales phases and customers that the user is weak at may be provided to the user.

[0035] User preferences indicate information about the user's career aspirations within an organization, requests for the organization, areas for improvement, etc. For example, if a user wishes not only to work in sales but also to manage sales in the future, the user preferences may include information about such personnel preferences. Such information about user preferences can be obtained, for example, by conducting a survey of users.

[0036] User usage status indicates information regarding the user's use of knowledge. Information regarding user usage status may include usage data of the user's knowledge data. Usage data of knowledge data may include, for example, a history of usage of the user's knowledge data, such as creation, viewing, editing, bookmarking, rating (e.g., feedback such as "like"), and external sharing. In addition, in the case where knowledge data is used for learning purposes, information regarding the usage of such knowledge data may include information regarding the user's use of the knowledge data for learning. In learning, in the case where a learning course is constructed using multiple knowledge data, information regarding the usage of knowledge data may include information regarding the user's usage status in the learning course (e.g., status such as not having learned, learning, and learning completed).

[0037] For example, suppose that a user uses the user terminal 20 to access an interface (e.g., a web browser) for knowledge sharing by the information processing system 1. At that time, the acquisition unit 101 identifies the accessing user and acquires user data corresponding to the user from the user DB 104. Such user data includes information regarding the user's status.

[0038] The identifying unit 102 has a function of identifying at least one piece of knowledge data from among a plurality of pieces of knowledge data, based on the acquired information on the user's status. Specifically, the identifying unit 102 first accesses the knowledge DB 105 and acquires knowledge information of one or more pieces of knowledge data stored in the knowledge DB 105. Then, based on the acquired information on the user's status, the identifying unit 102 identifies knowledge information that satisfies a predetermined condition for the user's status. The identifying unit 102 identifies knowledge data having knowledge information that satisfies the predetermined condition. Specifically, the identifying unit 102 can identify knowledge data in which various pieces of information linked to the knowledge data, such as those shown below, satisfy the predetermined condition identified by the user's status. The various pieces of information described below can be used in appropriate combination for processing by the identifying unit 102.

[0039] Fig. 5 is a diagram showing an example of the contents of knowledge data stored in the knowledge DB 105 according to this embodiment. As shown in Fig. 5, the knowledge data 1002 according to this embodiment may include a knowledge ID for identifying the knowledge data, a knowledge name, knowledge information, and content. The knowledge information may include, for example, information on knowledge attributes and knowledge usage status. This knowledge information is information used by the identification unit 102 to identify knowledge data based on information on the user's status and customer task information (negotiation characteristics).

[0040] The knowledge attribute indicates information on the attribute of the knowledge. The knowledge attribute may include, for example, information such as category, content type, creator / creation date, updater / update history, related knowledge, and collection department. The category is, for example, an attribute that is classified according to the product type, industry type, or file format of the knowledge and is attached to the knowledge. Specifically, the category may specify which customer the knowledge is for, which product it corresponds to, and in which sales phase it should be used. The content type means, for example, the product or service corresponding to the content, the client's industry type, the size of the client's industry, the size of the client's company, or the location or timing suitable for use. Such content type may include, for example, at least one of business use and learning use. The related knowledge means knowledge that is manually or automatically linked to the knowledge. The collection department indicates a department that compiles knowledge data and adds information on the content type of the knowledge attribute as described above. Furthermore, the knowledge attribute may include information about the space associated with the knowledge. A space is, for example, a division to which knowledge is assigned in each business of an organization. In other words, the space, which is a knowledge attribute, indicates which business or training stage or situation the knowledge corresponds to. More specifically, if the knowledge is sales-related material, the spaces can be divided into "Understanding the Company," "Understanding the Competitors," "Understanding the Customer," "Product Description," "Customer Cases," "Hearings," "Customer Proposals," "Closing," "Templates," "Training," and the like.

[0041] The knowledge usage status indicates information regarding the use of knowledge data. The information regarding the knowledge usage status may include, for example, the number of views of the knowledge data, the number of uses of the knowledge data (use here means practical use such as for explanations in sales, etc.), the number of edits of the knowledge data, the number of bookmarks of the knowledge data or evaluations of the knowledge (e.g., feedback such as likes), information on the user of the knowledge or a history of use such as sharing with the outside. Furthermore, content refers to the content itself (e.g., composed of text, images, videos, audio, etc.) contained in the knowledge data. Furthermore, the information regarding the use of the knowledge data may include information associated with a customer, a product, or a sales phase, such as which customer the knowledge data is used for when receiving an order, which product the knowledge data is used for when receiving an order, or in which sales phase the knowledge data is used.

[0042] The identification unit 102 may identify at least one piece of knowledge data based on, for example, information on the attributes of the user. Specifically, the identification unit 102 may identify at least one piece of knowledge data based on the grade and / or type of job of the user. By using the information on the grade and type of job of the user, it is possible to present the user with suitable knowledge data based on the position of the user in the organization. The identification unit 102 may also identify at least one piece of knowledge data according to the user's proficiency. As a result, for example, when a user who has been newly transferred to the sales department catches up on a sales task, materials related to the proposed client, information on competitors, etc., may be presented instead of suddenly being presented with sales proposal materials. In this way, the identification unit 102 can present knowledge that the user should see in a manner appropriate to the user's situation by using information on the attributes of the user.

[0043] Furthermore, the identification unit 102 may identify at least one piece of knowledge data based on information about other users having attributes that are the same as or related to the attributes of the user. Specifically, by using information about users having attributes that are the same as or related to the attributes of the user (attributes indicating that the user is a superior in the same department as the user or an employee who is a contemporary of the user), it is possible to use information about knowledge data used by other users. This makes it possible to present to the user knowledge data used by other users who are in the same situation as the user.

[0044] Furthermore, the identification unit 102 may identify at least one piece of knowledge data using, for example, information on the user's task. Specifically, the identification unit 102 may use information on a task related to the user's face-to-face side (for example, a task related to a client at the business negotiation destination). In this case, knowledge data according to the client's business negotiation content, customer status, and the like can be presented. Such information on the user's task may include, for example, information on the user's order status, such as which industry the client from whom the user has received an order, and information on the status of the client. Furthermore, the information on the user's task may include information on the progress in each phase of the business negotiation in which the user has received an order. Information on the progress in each phase may include, for example, information on the progress of the business negotiation in each phase and the status of the business negotiation, such as a low progress rate in phase B. In addition, the identification unit 102 may identify knowledge data based on, for example, information on the past business negotiation of the user. For example, knowledge data may be identified based on information on the phase of the business negotiation in which the user failed in the past, the customer, the product, the knowledge data used, and the like. As a result, knowledge data to be used by the user to succeed in the next and subsequent business negotiations may be provided to the user. Furthermore, the identifying unit 102 may identify knowledge data using, for example, information on the tasks of other users. Specifically, the identifying unit 102 may identify knowledge data based on information on the usage status of knowledge data used by other users who have the same tasks as the user. Note that such information on the customer status, the details of business negotiations, etc. may be extracted from customer data stored in the customer DB 106, for example.

[0045] Fig. 6 is a diagram showing an example of the contents of customer data stored in the customer DB 106 according to this embodiment. As shown in Fig. 6, the customer data 1003 according to this embodiment may include a customer ID for identifying the customer data, a customer name, and customer information. The business negotiation information may include, for example, customer basic information and customer task information.

[0046] The customer basic information may include information about the customer or industry, such as contact information, the person in charge at the other end, the person in charge within the company, and the industry / size, size of the customer's industry, etc. The customer task information includes information about tasks related to the client. The task information includes information about the current task and may include information about past or future tasks. For example, the customer task information may include information about the task name, the person in charge at the other end, the person in charge within the company (user), the product or service related to the deal, the progress (sales phase), and success or failure.

[0047] For example, the customer task information may be information linked to each business negotiation. In other words, a customer task may correspond to each business negotiation. For example, the customer task information may include information regarding the phase of a business negotiation. Furthermore, the customer task information may include information regarding knowledge data used in a business negotiation, etc.

[0048] The identification unit 102 may extract information on the client's situation by referring to the customer data, and identify knowledge data based on the information. This allows the user to automatically present knowledge data that is considered to be suitable for the client's situation. That is, the identification unit 102 may identify knowledge data based on business negotiation information. The business negotiation information may include customer information related to the business negotiation, product information related to the business negotiation, and information on the phase of the business negotiation. For example, the identification unit 102 may identify knowledge data based on customer information related to the business negotiation. Also, for example, the identification unit 102 may identify knowledge data based on product information related to the business negotiation. For example, the identification unit 102 may identify knowledge data based on information on the progress of a task (for example, the phase of a business negotiation). Specifically, when the progress of a task is progress in which a customer hearing has been completed, the identification unit 102 may identify knowledge data to be used in the next phase of the customer hearing. Furthermore, the identifying unit 102 may identify other knowledge data related to hearings with a particular customer when the user's negotiations end poorly in a particular negotiation phase with a particular customer. In this way, by identifying knowledge data according to the progress of a task or the phase of negotiations, knowledge data that maximizes the effect of sales to a client can be obtained. For example, appropriate knowledge data can be presented to the user in a negotiation phase such as customer understanding in sales of a particular product to a certain client. In this way, appropriate knowledge data can be obtained according to the phase of negotiations even when selling to the same client.

[0049] The identification unit 102 may identify knowledge data based on customer task information (e.g., information on the characteristics of a business negotiation, knowledge data used in the business negotiation, etc.) without using user information. In other words, the identification unit 102 may match the customer task information with the attributes and usage status of the knowledge data to identify one or more pieces of knowledge data that match the customer task information. For example, the identification unit 102 may identify knowledge data based on at least one of the characteristics of the business negotiation, that is, information on the customer who is the business negotiation destination, information on the product that is the subject of the business negotiation, and the sales phase of the business negotiation. The identified knowledge data may be knowledge data that may have information on attributes and usage status that match the characteristics of the business negotiation. This makes it possible to obtain appropriate knowledge data according to the situation of the business negotiation. In this case, information on the user's status may or may not be used. When there are multiple pieces of customer task information, multiple pieces of business negotiation information, etc., the identification unit 102 may use each piece of information and combine them for use in the identification process.

[0050] The specifying unit 102 may specify at least one piece of knowledge data based on information about the user's inclination. For example, if the user wishes to be transferred to the sales department, materials about clients to whom the user may be assigned in the future, materials about products to be sold to the clients, information about competitors, etc. may be presented to the user. In this way, the specifying unit 102 can present knowledge that the user should see according to changes in the user's future situation by using information about the user's inclination. For example, in a knowledge search, the specifying unit 102 may specify knowledge data based on whether the user is searching for knowledge data for business purposes or for learning purposes. This allows the specification of knowledge data that is suitable for the user to use for either business or learning, even if the knowledge data is related to a specific client and product. The specification process by the specifying unit 102 may be performed based on information about the user's inclination, search conditions, knowledge attributes, etc.

[0051] Furthermore, the identifying unit 102 may identify at least one piece of knowledge data based on information on the user's usage. For example, when a user frequently uses or evaluates knowledge data related to a specific client, the identifying unit 102 may identify knowledge data related to a client that the user has not yet used. Conversely, when a user does not often use knowledge data similar to the knowledge data that the user frequently uses, the identifying unit 102 may identify such knowledge data.

[0052] Furthermore, the identifying unit 102 may identify at least one piece of knowledge data based on the usage status of other users different from the user acquired by the acquiring unit 101. For example, when it is determined that a user does not use or rarely uses knowledge data that is frequently used by other users having a similar status, the identifying unit 102 may identify such knowledge data. This allows the user to view knowledge data that the user has overlooked.

[0053] Furthermore, the identifying unit 102 may identify knowledge data by further using information on the usage status of the knowledge data in addition to the user's status. For example, the identifying unit 102 may identify knowledge data that is frequently viewed by other users who belong to the sales category, which is an attribute of the user, or that shows information on high evaluations of the knowledge data (evaluation information). This allows the information processing system 1 to present to the user knowledge data related to sales that the user should see, without the user having to do anything. Information on the usage status of the knowledge data may be information on viewing and evaluation, such as that shown in FIG. 5, etc. This allows more appropriate knowledge data to be provided to the user based on the value of the knowledge data itself.

[0054] Furthermore, the identifying unit 102 may identify knowledge data based on the user's status information and customer data. For example, if the user has a tendency to have a low success rate in a certain phase of the sales process (e.g., customer proposals), the identifying unit 102 may identify knowledge data that shows a tendency to have a high success rate in that phase. Additionally, the identifying unit 102 may identify knowledge data by appropriately combining various information included in the user's information and various information included in the customer data. This makes it possible to obtain appropriate knowledge data according to the user's characteristics.

[0055] Furthermore, the identifying unit 102 may identify knowledge data by using information on the status of the user who has evaluated the evaluation information attached to the knowledge data. For example, knowledge data that is highly evaluated by a user with a high sales performance is presumed to be very important knowledge data. Therefore, such knowledge data is considered to be important for other users as well. This allows the user to obtain higher quality knowledge data.

[0056] As described above, the identifying unit 102 can identify knowledge data based on information about the user's status, thereby enabling the user to obtain knowledge data that is suitable for the situation the user is in. Furthermore, by using the usage status of the knowledge data, customer data, etc. in addition to that, it becomes easier for the user to obtain high-quality knowledge data, and knowledge data that is suitable for the client can be obtained.

[0057] The identifying unit 102 may perform the process of identifying knowledge data by using, for example, a machine learning model in which information on the user's status is used as input data and knowledge data is used as output data. Such a machine learning model can be constructed using various machine learning techniques as appropriate. In addition, such a machine learning model can be updated as appropriate by feedback based on the accuracy of the knowledge data, which is the output data.

[0058] The identification unit 102 may also identify a learning course that the user should take based on information about the user's status. Such a learning course may be composed of one or more pieces of knowledge data stored in the knowledge DB 105, as described above. Such information related to the learning course may include information related to the attributes or usage status of the learning course. For example, the information related to the attributes of the learning course may be information indicating which customer the learning course should be used for, which product the learning course should be used for, or in which sales phase the learning course should be used. Such information may be attached in the form of a tag or category. Furthermore, the information related to the usage status of the learning course may be information regarding which customer the learning course is used for, which product the learning course is used for, or in which sales phase the learning course is used. The identification unit 102 may identify an appropriate learning course for the user based on, for example, information about the user's status and information related to the learning course. This makes it easy to obtain an appropriate learning course that the user should take as training.

[0059] The output control unit 103 has a function of outputting information about at least one identified knowledge data. For example, the output control unit 103 can output an object or the like indicating the knowledge data in an interface displayed on the user terminal 20 described above.

[0060] FIG. 7 is a diagram showing an example of an output display mode by the output control unit 103 according to the present embodiment. In the example shown in FIG. 7, an example of a screen 1000 of a service for knowledge sharing is displayed on the display unit D1 of the user terminal 20. The screen 1000 is composed of a main screen 1010 and a sub-screen 1020. The main screen 1010 may include, for example, a query input form 1011 for inputting text when searching for knowledge data, an upload button 1012 for uploading knowledge data, a user button 1013 for operating information about a user, and a knowledge data object 1014 for displaying a list of knowledge data. In addition, the sub-screen 1020 may include a selection screen composed of check boxes for selecting a category for narrowing down the knowledge data, etc. The check boxes may include options such as the customer's business type, product, industry size, customer size, sales phase, or use of knowledge use.

[0061] The knowledge data identified by the identification unit 102 is displayed, for example, in association with the knowledge data object 1014 on the screen 1000 being viewed by the user. For example, when the knowledge data object 1014 is selected, the associated knowledge data is displayed. In this manner, the user can access the knowledge data to be viewed simply by displaying the screen 1000. Note that by tracing over the knowledge data object 1014 with a mouse pointer or the like, a part of the content of the knowledge data may be displayed on the knowledge data object 1014. This allows the content of the knowledge data to be previewed without opening the knowledge data. Also, the arrangement method of the knowledge data objects 1014 is not particularly limited, but for example, the knowledge data objects 1014 related to knowledge data more suitable for the user may be arranged at the top, information indicating high priority with numbers, symbols, etc. may be attached to the knowledge data objects 1014, or the knowledge data objects 1014 may be displayed in a manner indicating that the knowledge data objects 1014 are more important than other knowledge data (for example, size, color, effect, etc.). Also, the knowledge data that the user should see may be displayed by the knowledge data objects 1014 based on information such as business negotiation information, product information, and sales phases associated with the business negotiations currently handled by the user. Also, on the screen 1000, the knowledge data that the user should see may be displayed by the knowledge data objects 1014 based on the user's situation (for example, success or failure of past business negotiations, sales phases when successful / failed, business negotiation information, etc.). Such processing may be performed by the output control unit 103.

[0062] It should be noted that examples of output control by the output control unit 103 are not limited to the examples shown in Fig. 7. For example, on a screen for managing individual business negotiations, knowledge data specified based on the phase of the business negotiation (sales), customer information, product information, user information, etc. may be displayed on the screen. As a result, when conducting business negotiations, appropriate knowledge data is preset according to the status of the business negotiation and the status of the user, so that the user can utilize appropriate knowledge data without having to search for knowledge data required for the business negotiations by himself / herself.

[0063] In addition, examples of the output related to knowledge output by the output control unit 103 and the output mode thereof are not limited to the above-mentioned examples. For example, the output control unit 103 may output information related to the agenda of the business negotiation on the management screen of the business negotiation described above. The information related to the agenda of the business negotiation may be specified by the specification unit 102 based on, for example, knowledge data linked to past customer task information and the like (knowledge data is not limited to so-called materials, etc., but also includes minutes linked to customer task information, used knowledge data, and information related to the success or failure of the business negotiation). In addition, the output control unit 103 may output information such as templates of emails and messages to be sent to clients after the business negotiation, etc. Similarly, such information may be specified by the specification unit 102 based on knowledge data linked to past customer task information and the business negotiation conducted. Similarly, the output control unit 103 may output address information for materials to be shared with clients after the business negotiation, etc., when the materials are stored in a cloud server, etc.

[0064] 8 is a flowchart diagram of a series of controls in the information processing system 1 according to this embodiment. First, when a user uses a service provided by the information processing system 1, the acquisition unit 101 acquires information about the status of the user using the service (step SQ101).

[0065] Next, the identifying unit 102 identifies knowledge data to be recommended based on the user's status (step SQ103). The identifying unit 102 may identify knowledge data using information on the knowledge data (e.g., usage status), customer data, usage status of other users, attributes of other users, and the like, other than the user's status.

[0066] Next, the output control section 103 outputs the identified knowledge data to the user terminal 20 (step SQ105).

[0067] As described above, according to the information processing system 1 of this embodiment, at least one piece of knowledge data to be recommended from among a plurality of pieces of knowledge data stored in a server or the like is identified based on information such as the user's status, and the identified knowledge data is presented to the user. This allows the user to obtain knowledge that is recommended for the user to view based on the situation in which the user is placed, the usage status of knowledge data of other users, the status of tasks for clients, etc. Therefore, even if the user does not understand the many pieces of knowledge data stored in a server or the like, it is possible to appropriately obtain knowledge data that the user should view according to the user's situation, etc.

[0068] In this embodiment, sales materials are described as an example of knowledge data, but the present technology is not limited to such an example. For example, in other embodiments of the present technology, knowledge data related to personnel and education of an organization may be used as knowledge data, and materials related to all other business related to the activities of an organization can be used as knowledge data in the present technology. For example, a task related to the face-to-face side of a user may be a task related to a person who is the subject or subject of personnel evaluation, such as a superior or subordinate, within an organization.

[0069] In addition, in the present embodiment, task information such as business negotiations is described as being linked to customer data and managed in the customer DB 106, but the present technology is not limited to such an example. For example, business negotiation information may be stored as business negotiation data for each business negotiation in a business negotiation DB (database) (not shown). In this case, as described above, the business negotiation information may include information on the person in charge of the business negotiation (user), the customer of the business negotiation, the product related to the business negotiation, the business negotiation (sales) phase, the success or failure of the business negotiation, the knowledge data used in the business negotiation, and the like. The identification unit 102 may identify appropriate knowledge data based on the business negotiation information obtained from the business negotiation DB, as described above.

[0070] Although the preferred embodiment of the present disclosure has been described in detail above with reference to the attached drawings, the technical scope of the present disclosure is not limited to such examples. It is clear that a person having ordinary knowledge in the technical field of the present disclosure can conceive of various modified or amended examples within the scope of the technical ideas described in the claims, and it is understood that these also naturally belong to the technical scope of the present disclosure.

[0071] The device described in this specification may be realized as a single device, or may be realized by a plurality of devices (e.g., cloud servers) partially or entirely connected via a network. For example, the control unit 11 and the storage 13 of the information processing server 10 may be realized by different servers connected to each other via a network.

[0072] The series of processes performed by the device described in this specification may be realized using any of software, hardware, and a combination of software and hardware. A computer program for realizing each function of the information processing server 10 according to this embodiment may be created and installed in a PC or the like. A computer-readable recording medium in which such a computer program is stored may also be provided. The recording medium may be, for example, a magnetic disk, an optical disk, a magneto-optical disk, a flash memory, or the like. The above computer program may also be distributed, for example, via a network, without using a recording medium.

[0073] In addition, the processes described herein using flowchart diagrams do not necessarily have to be performed in the order shown. Some process steps may be performed in parallel. Additional process steps may be employed, and some process steps may be omitted.

[0074] In addition, the effects described in this specification are merely descriptive or exemplary and are not limiting. In other words, the technology according to the present disclosure may achieve other effects that are apparent to a person skilled in the art from the description of this specification, in addition to or in place of the above effects.

[0075] Note that the following configurations also fall within the technical scope of the present disclosure. (Item 1) An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, comprising: The processor: obtaining information regarding the status of the user; Identifying at least one piece of knowledge data from the plurality of pieces of knowledge data based on the acquired information on the user's status; outputting information relating to the at least one piece of identified knowledge data; An information processing method comprising: (Item 2) the user's status includes information about attributes of the user; 2. The information processing method according to item 1, further comprising identifying the at least one piece of knowledge data based on the acquired information on attributes of the user. (Item 3) 3. The information processing method according to item 2, wherein the information regarding the attributes of the user includes information regarding at least one of the user's grade, department, job type, and proficiency level. (Item 4) 4. The information processing method according to item 2 or 3, wherein the at least one piece of knowledge data is identified based on information of another user having an attribute that is the same as or related to an attribute of the user. (Item 5) 5. The information processing method according to any one of items 1 to 4, wherein the user's status includes information regarding the user's tasks. (Item 6) 6. The information processing method according to item 5, wherein the user's tasks include tasks related to the opposite side of the user. (Item 7) 7. The information processing method according to item 5 or 6, wherein the information regarding the user's task includes information regarding the progress of the task. (Item 8) 8. The information processing method according to any one of items 1 to 7, wherein the user's status includes information regarding the user's inclination. (Item 9) 9. The information processing method according to any one of items 1 to 8, wherein the user status includes information regarding a usage state of knowledge data stored in the server by the user. (Item 10) The processor, Further obtain information regarding the usage status of other users different from the user; identifying at least one piece of knowledge data from among the plurality of pieces of knowledge data based on the acquired information on the usage status of the other users and the status of the user; Item 9. The information processing method according to item 9. (Item 11) The processor further uses information on a usage state of the plurality of pieces of knowledge data stored in the server to identify at least one piece of knowledge data from the plurality of pieces of knowledge data. 11. The information processing method according to any one of items 1 to 10. (Item 12) Item 12. The information processing method according to item 11, wherein the usage status of the knowledge data includes usage status of the knowledge data by other users different from the user. (Item 13) Item 13. The information processing method according to item 12, wherein the usage status of the knowledge data includes evaluation information of the knowledge data by the other users. (Item 14) Item 14. The information processing method according to item 13, wherein the evaluation information for the knowledge data includes information on the status of the user who performed the evaluation. (Item 15) 15. The information processing method according to any one of items 1 to 14, wherein the processor identifies at least one piece of knowledge data from the plurality of pieces of knowledge data based on business negotiation information. (Item 16) The business negotiation information includes at least one of customer information related to the business negotiation, product information related to the business negotiation, and information related to a phase of the business negotiation; Item 16. The information processing method according to item 15, wherein the processor identifies at least one piece of knowledge data from the plurality of pieces of knowledge data based on at least one of customer information related to the business negotiation, product information related to the business negotiation, and information related to the phase of the business negotiation, or a combination thereof. (Item 17) 17. The information processing method according to any one of items 1 to 16, further comprising identifying a learning course that the user should take based on the acquired information about the user's status. (Item 18) 18. The information processing method according to any one of items 1 to 17, wherein the knowledge data includes knowledge data on sales conducted by an organization that owns the knowledge data and / or knowledge data on the organization. (Item 19) An information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, comprising: An acquisition unit for acquiring information regarding the user's status; an identification unit that identifies at least one piece of knowledge data from the plurality of pieces of knowledge data based on the information on the user's status acquired by the acquisition unit; an output control unit that outputs information regarding at least one piece of knowledge data identified by the identification unit; An information processing system comprising: (Item 20) A program that functions as an information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, Computer, An acquisition unit for acquiring information regarding the user's status; an identification unit that identifies at least one piece of knowledge data from the plurality of pieces of knowledge data based on the information on the user's status acquired by the acquisition unit; an output control unit that outputs information regarding at least one piece of knowledge data identified by the identification unit; A program to function as a [Explanation of symbols]

[0076] 1. Information Processing Systems 10. Information Processing Server 20 User terminals 101 Acquisition Department 102 Specific part 103 Output control section 104 User DB 105 Knowledge DB 106 Customer DB

Claims

1. An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, comprising: The processor: storing business negotiation information including information regarding a phase of the business negotiation of the user; For a specific user, reading out the business negotiation information corresponding to the specific user, and identifying at least one piece of knowledge data from among the plurality of pieces of knowledge data based on a phase of the business negotiation related to the read business negotiation information; outputting information relating to the identified at least one piece of knowledge data to the specific user; An information processing method comprising:

2. An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, comprising: The processor: storing business negotiation information including customer information related to the business negotiation of the user; For a specific user, reading out the business negotiation information corresponding to the specific user, and identifying at least one piece of knowledge data from among the plurality of knowledge data based on the customer information related to the read business negotiation information; outputting information relating to the identified at least one piece of knowledge data to the specific user; An information processing method comprising:

3. An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, comprising: The processor: storing business negotiation information including product information related to the business negotiation of the user; reading out the business negotiation information corresponding to the specific user, and identifying at least one piece of knowledge data from among the plurality of pieces of knowledge data based on the product information related to the read business negotiation information; outputting information relating to the identified at least one piece of knowledge data to the specific user; An information processing method comprising:

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