Information processing device, information processing method, recording medium, and server device

Abstract

To provide appropriate guidance to the host in synchronous shared communication.SOLUTION: An information processing device includes a progress information presentation control unit that acquires at least interview phase information in which an interview for a case such as a transaction is divided into a plurality of stages and time allocation information for the current interview phase, and performs processing to cause a host terminal to display a guide image indicating the current interview phase for the case and the time allocation for the current interview during synchronous display between the host terminal and a guest terminal.SELECTED DRAWING: Figure 16

Description

[Technical field]

[0001] The present invention relates to an information processing device, an information processing method, a recording medium, and a server device, and in particular to a technology related to synchronous shared communication, which is communication between users by synchronously displaying display content including a common image on a guest terminal and a host terminal. [Background technology]

[0002] In recent years, synchronous shared communication has become widespread as communication between users via a network such as the Internet. The synchronous shared communication here refers to communication between users that is carried out by synchronously displaying display content including, for example, a common image on a guest terminal and a host terminal. For example, by sharing display content including captured images of each user as the display content, each user can realize communication while checking the appearance of the other user and themselves.

[0003] The following Patent Document 1 discloses a technique for realizing synchronous shared communication. The following Patent Document 2 discloses a technique for assisting the progress of a video conference. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent Publication No. 2021-64383 [Patent Document 2] Japanese Patent Application Publication No. 3-186410 Summary of the Invention [Problem to be solved by the invention]

[0005] Synchronous shared communication is also used, for example, in business negotiations. By using a synchronous shared communication system, a customer and a sales representative in a remote location can proceed with a discussion while seeing each other or sharing explanatory materials.

[0006] When considering business negotiations based on synchronous shared communication from the company's perspective, it is desirable for the sales representative to proceed smoothly and without forgetting to provide necessary explanations. However, if the sales representative is a staff member with little experience in business negotiations, it may be difficult to proceed with the negotiations in the desired manner. In addition, when a salesperson has many customers, it is difficult for him or her to accurately remember which customers each transaction has with which stage of the sales negotiations has progressed. This can lead to the salesperson repeating the same explanation or forgetting necessary explanations.

[0007] Therefore, the present invention provides a technique that enables appropriate guidance to be given to sales representatives during business negotiations through synchronous shared communication. [Means for solving the problem]

[0008] The information processing device of the present invention is an information processing device used in a system that synchronously displays interview images on a guest terminal, which is an information processing device used by a guest user, and a host terminal, which is an information processing device used by a host user, and is equipped with a progress information presentation control unit that performs a process of at least acquiring information on interview phases in which an interview for a single case is divided into multiple stages and time allocation information for the current interview phase, and a process of causing the host terminal to display a guide image showing the current interview phase for the case and the time allocation for this interview while the synchronous display is being performed between the host terminal and the guest terminal. That is, on the host terminal side, it becomes possible to confirm at what stage an ongoing business negotiation or other interview is in the transaction or other case, and the time allocation for the interview.

[0009] In addition, the server device of the present invention is a server device capable of communicating with an information processing device that controls the synchronous display of interview images on a guest terminal, which is an information processing device used by a guest user, and a host terminal, which is an information processing device used by a host user, and is equipped with a database that stores at least information on interview phases in which an interview for a single case is divided into multiple stages corresponding to the case, information indicating the current interview phase, and time allocation information corresponding to the interview phase. By storing and managing interview phase information, current interview phase information, and time allocation information for transaction cases in a server device that handles customer management, the information processing device acting as a communication support device is able to display the current interview phase and time allocation information on the interview screen between the host terminal and guest terminal. Effect of the Invention

[0010] According to the present invention, a guide display suitable for synchronous shared communication, in particular the current interview phase among interview phases divided into multiple stages, is presented, and a guide image is further presented, thereby providing the host user with an appropriate guide for the interview. [Brief description of the drawings]

[0011] [Figure 1] 1 is a block diagram of a schematic configuration example of a communication support system according to an embodiment. [Diagram 2] FIG. 2 is an explanatory diagram of display contents synchronously displayed in the communication support system according to the embodiment. [Diagram 3] 2 is a block diagram showing an example of a hardware configuration of a communication support device and an information processing device serving as a customer management server according to an embodiment. [Figure 4] 3 is a block diagram showing an example of a hardware configuration of a guest terminal and a host terminal according to an embodiment. [Diagram 5] FIG. 11 is an explanatory diagram of an example of a procedure for starting synchronous shared communication in an embodiment. [Figure 6]FIG. 13 is an explanatory diagram of a number issuing page according to an embodiment. [Figure 7] 4 is an explanatory diagram of association information between a communication ID and terminal identification information according to an embodiment. FIG. [Figure 8] 11 is an explanatory diagram of an example of a synchronous shared screen displayed on the host terminal of the embodiment; [Figure 9] FIG. 2 is an explanatory diagram of a functional configuration of the communication support device according to the embodiment; [Figure 10] FIG. 1 is an explanatory diagram of the flow of a business negotiation. [Figure 11] FIG. 4 is an explanatory diagram of information in a database according to an embodiment. [Figure 12] FIG. 13 is an explanatory diagram of an information display and input screen of the customer management server. [Figure 13] FIG. 4 is an explanatory diagram of time allocation information according to an embodiment. [Figure 14] FIG. 13 is an explanatory diagram of a synchronous shared screen in a business negotiation according to an embodiment. [Figure 15] FIG. 4 is an explanatory diagram of a guide table according to the embodiment. [Figure 16] 13 is a flowchart of an example of a process performed when a business negotiation is carried out according to an embodiment. [Figure 17] 13 is a flowchart of an example of a process performed when a business negotiation is carried out according to an embodiment. [Figure 18] 11 is an explanatory diagram of a display mode of a guide table according to an embodiment. FIG. [Figure 19] FIG. 11 is an explanatory diagram of a screen display when a material is shared according to an embodiment. [Figure 20] 13 is an explanatory diagram of an alert display in the guide table according to the embodiment. [Figure 21] 11 is a flowchart of an example of a process at an information organizing and recording stage according to an embodiment. [Figure 22] 13 is a flowchart of an example of a process at an update stage according to the embodiment. [Figure 23] FIG. 11 is an explanatory diagram of updating time allocation information according to an embodiment. [Figure 24] FIG. 11 is an explanatory diagram of an update according to an embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0012] BEST MODE FOR CARRYING OUT THE DISCLOSURE Hereinafter, with reference to the accompanying drawings, an embodiment of the present invention will be described in the following order. <1. System configuration> <2. Configuration of information processing device> <3. How to start communication> <4. Functional configuration> <5. Display and setting of information managed by the customer management server> <6. Processing when negotiations are carried out> <7. Organizing information after negotiations and processing records> <8. Update process> <9. Effects and Modifications of the Embodiments>

[0013] <1. System configuration> FIG. 1 is a block diagram showing an example of a schematic configuration of a communication support system 100 according to an embodiment of the present invention. As shown in the figure, the communication support system 100 includes a communication support device 1 (hereinafter referred to as “support device 1”), a web server device 2, a guest terminal 5, a host terminal 6, and a customer management server device .

[0014] The support device 1, web server device 2, guest terminal 5, host terminal 6, and customer management server device 7 are configured as information processing devices equipped with a microcomputer having a CPU (Central Processing Unit), ROM (Read Only Memory), and RAM (Random Access Memory).

[0015] In this example, a support device 1, a web server device 2, a guest terminal 5, a host terminal 6, and a customer management server device 7 are capable of performing data communication with each other via a network 4 such as the Internet.

[0016] The guest terminal 5 is an information processing device used by a guest user U1, and the host terminal 6 is an information processing device used by a host user U2. In the embodiment, an example will be described in which the communication support system 100 is used in business negotiations for a transaction, so the guest user U1 is a customer and the host user U2 is a sales representative. Therefore, in the following, the guest user U1 will be referred to as "customer U1" and the host user U2 will be referred to as "sales representative U2." In addition, as an example of an interview regarding a certain matter, a "business negotiation" regarding a "transaction matter" will be given. However, this does not mean that the communication support system 100 of the embodiment is applicable only to business negotiations between a person in charge and a customer. The communication support system 100 of the embodiment is applicable to communication support regarding various cases between users in various relationships, not limited to the relationship between a customer and a person in charge. For example, the communication support system 100 is suitable as a system for supporting communication within an organization such as a company or a school, communication within a community, communication between friends, communication within a family, etc.

[0017] The support device 1 is an information processing device that performs various processes for performing synchronous shared communication between a customer U1 and a person in charge U2, and is used by a service manager who operates a service that provides synchronous shared communication.

[0018] The synchronous shared communication referred to here means communication between users by synchronously displaying display content including a common image on the guest terminal 5 and the host terminal 6 . 2A and 2B show examples of display contents that are synchronously displayed to a customer U1 and a person in charge U2 in synchronous shared communication. Here, an example is shown of the display content when the images provided from the guest terminal 5 and the host terminal 6 are captured images of each user, with Figure 2A showing an example of the display content on the guest terminal 5 and Figure 2B showing an example of the display content on the host terminal 6. In this case, the guest terminal 5 displays a large image of the person in charge U2 as the communication partner (image provided by the host terminal 6) and a small image of the customer U1 as the user himself as shown in Fig. 2A. Similarly, the host terminal 6 displays a large image of the customer U1 as the communication partner (image provided by the guest terminal 5) and a small image of the person in charge U2 as the user himself as shown in Fig. 2B. For example, business negotiations can be carried out while viewing each other's images like this.

[0019] In addition, in Fig. 2, an example of synchronous display of display contents in synchronous shared communication is shown in which captured images are displayed synchronously on each other's terminals, but the images to be displayed synchronously are not limited to captured images. For example, it is also conceivable that the customer U1 and the person in charge U2 may share some kind of document instead of captured images, in which case the image to be displayed synchronously would be an image showing the document. In this case, the synchronous display may be performed in such a way that, for example, when one of the users, the customer U1 or the person in charge U2, who is the provider of the document, performs a page forward operation on the document, the other user also forwards the page of the document. Furthermore, when sharing materials as described above, the materials to be shared may be materials that the user has previously uploaded to the communication support device 1. In this case, the support device 1 may convert the uploaded materials into a format suitable for a slide show and store them, and during synchronous shared communication, it may be possible to synchronously display slides (slide images) of the materials stored in this manner on the guest terminal 5 and the host terminal 6. In this disclosure, "business negotiation images" is a general term for images displayed during business negotiations, such as images captured by each other's cameras, materials shared and displayed on the screen for explanation purposes, and controls such as icons.

[0020] The guest terminal 5 and the host terminal 6 are configured as information processing devices having an imaging function and a calling function. The calling function here is not limited to a function for calling via a telephone line, but broadly means a function for calling via a communication line other than a telephone line, such as an Internet line. Specifically, the host terminal 6 and the guest terminal 5 may each be configured as, for example, a personal computer, a tablet terminal, or a smartphone.

[0021] In Figure 1, the support device 1 receives images provided from a guest terminal 5 and a host terminal 6, and performs various processes to enable synchronous shared communication between a customer U1 and a person in charge U2, such as processing to synchronously display display content between the guest terminal 5 and the host terminal 6.

[0022] 1 shows only one pair of guest terminal 5 and host terminal 6 as the target terminals of the synchronous shared communication, but the support device 1 can perform processing for synchronous shared communication not only for one pair of guest terminal 5 and host terminal 6, but also for multiple pairs of guest terminals 5 and host terminals 6. That is, although not shown in the figure, in the communication support system 100 in this example, there are actually multiple guest terminals 5 and multiple host terminals 6. In this example, the synchronous shared communication is one-to-one communication between users, and the support device 1 performs necessary processing such as connection between terminals for multiple pairs of such one-to-one synchronous shared communication. However, since the processing for synchronous shared communication performed by the support device 1 is similar for each pair of a guest terminal 5 and a host terminal 6, in the following explanation, only one representative pair of a guest terminal 5 and a host terminal 6 will be cited to explain the processing related to synchronous shared communication. Although one-to-one user pair will be described as an example, one-to-many synchronous shared communication is also possible with, for example, one host terminal 6 and multiple guest terminals 5. For example, one person in charge U2 is giving a presentation to multiple customers U1. Furthermore, many-to-many synchronous shared communication is also possible with multiple host terminals 6 and multiple guest terminals 5.

[0023] The web server device 2 is an information processing device that provides web page data 2a that should be acquired by the guest terminal 5 in order to realize synchronous shared communication.

[0024] In this example, the web server device 2 is an information processing device managed by a service operator of synchronous shared communication, and constitutes a service operation system 3 together with the support device 1 . In the service operation system 3, data communication may be performed between the support device 1 and the web server device 2 via a network 4. The support device 1 and the web server device 2 may be configured to enable data communication via a communication line other than the network 4. Furthermore, the support device 1 and the web server device 2 may be configured as an integrated device.

[0025] The customer management server device 7 is a server that manages customer information, the progress of negotiations, etc., for each transaction that is the object of the negotiations. In other words, the customer management server device 7 can be said to be a type of so-called CRM (Customer Relationship Management) server, and in this example, it is capable of providing information to the support device 1 and the host terminal 6, and handling information input and information update instructions by the support device 1 and the host terminal 6. The database 7a is a database that stores information for each transaction. Hereinafter, the database will be abbreviated as "DB."

[0026] In the communication support system 100 according to the present embodiment, the users, the customer U1 and the person in charge U2 who are the subjects of the synchronous shared communication, are assumed to be users negotiating a certain transaction. The support device 1 performs processes to support the user of the host terminal 6, that is, the person in charge U2, including various kinds of guidance, during preparations before, during, and after the negotiation.

[0027] <2. Configuration of information processing device> An example of the hardware configuration of the support device 1, the web server device 2, the customer management server device 7, the guest terminal 5, and the host terminal 6 shown in FIG. 1 will be described with reference to FIG. 3 and FIG. FIG. 3 is a block diagram showing an example of the hardware configuration of an information processing device 10 that can function as the support device 1, the web server device 2, and the customer management server device 7. As shown in FIG.

[0028] 3, the information processing device 10 includes a CPU 11. The CPU 11 functions as an arithmetic processing unit that performs various processes, and executes the various processes according to a program stored in a ROM 12 or a program loaded from a storage unit 19 to a RAM 13. The RAM 13 also stores data and the like required for the CPU 11 to execute the various processes, as appropriate.

[0029] The CPU 11, the ROM 12, and the RAM 13 are connected to one another via a bus 14. To this bus 14, an input / output interface (I / F) 15 is also connected.

[0030] An input unit 16 consisting of operators and operation devices is connected to the input / output interface 15. For example, the input unit 16 may be various operators and operation devices such as a keyboard, a mouse, a key, a touch panel, a touch pad, a dial, a remote controller, or the like. An operation is detected by the input unit 16, and a signal corresponding to the detected operation is interpreted by the CPU 11.

[0031] Further, the input / output interface 15 is connected, either integrally or separately, to a display unit 17 formed of an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) panel, or the like, and an audio output unit 18 formed of a speaker, or the like. The display unit 17 is used to display various types of information, and is configured by, for example, a display device provided in the housing of the information processing device 10, a separate display device connected to the information processing device 10, or the like.

[0032] The display unit 17 executes display of images for various image processing, moving images to be processed, etc. on the display screen based on instructions from the CPU 11. Furthermore, the display unit 17 performs display of various operation menus, icons, messages, etc., that is, as a GUI (Graphical User Interface), based on instructions from the CPU 11.

[0033] A storage unit 19 and a communication unit 20 may be connected to the input / output interface 15 . The storage unit 19 is composed of a hard disk drive (HDD) or a solid state drive (SSD), and stores various information. A DB may be constructed in the storage unit 19. For example, in the case of an information processing device 10 functioning as the customer management server device 7, it is also possible to consider that a DB 7a is constructed in the storage unit 19.

[0034] The communication unit 20 performs communication processing via a transmission path such as the Internet, and communication with various devices via wired / wireless communication, bus communication, and the like.

[0035] A drive 22 is also connected to the input / output interface 15 as required, and a removable recording medium 21 such as a memory card or an optical disk is appropriately attached thereto.

[0036] The drive 22 allows data files such as programs used in each process to be read from the removable recording medium 21. The read data files are stored in the storage unit 19, and images and sounds contained in the data files are output on the display unit 17 and the sound output unit 18. In addition, the computer programs and the like read from the removable recording medium 21 are installed in the storage unit 19 as necessary.

[0037] In an information processing device having the above hardware configuration, for example, software for the processing of this embodiment can be installed via network communication by the communication unit 20 or the removable recording medium 21. Alternatively, the software may be stored in advance in the ROM 12, the storage unit 19, etc.

[0038] The CPU 11 performs processing operations based on various programs, whereby information processing and communication processing required for the support device 1, the web server device 2, or the customer management server device 7, for example, are executed.

[0039] The support device 1, the web server device 2, and the customer management server device 7 are not limited to being configured as a single computer device as shown in Fig. 3, but may be configured as a system of multiple computer devices. The multiple computer devices may be systemized using a LAN (Local Area Network) or the like, or may be located in a remote location using a VPN (Virtual Private Network) using the Internet or the like. The multiple computer devices may include computer devices as a server group (cloud) available through a cloud computing service.

[0040] 4 is a block diagram showing an example of a hardware configuration of an information processing device 10A serving as a guest terminal 5 or a host terminal 6. In the following description, parts that are similar to parts that have already been described will be given the same reference numerals and description thereof will be omitted.

[0041] As shown in the figure, the information processing device 10A has a CPU 11, a ROM 12, a RAM 13, a bus 14, an input / output interface 15, an input unit 16, a display unit 17, a memory unit 19, a communication unit 20, and a drive 22, similar to the information processing device 10 shown in FIG.

[0042] The information processing device 10A further includes a camera unit 23 and a telephone function unit 24 as devices connected to the input / output interface 15.

[0043] The camera unit 23 includes an image sensor, such as a charge coupled device (CCD) image sensor or a complementary metal oxide semiconductor (CMOS) image sensor, and captures an image of a subject to obtain captured image data in the form of digital data. This captured image data is image data that shows, for example, the faces of the customer U1 and the person in charge U2, and is used as a business negotiation image.

[0044] The telephone function unit 24 performs various processes for realizing voice calls via telephone lines (mobile phone lines). The telephone function unit 24 includes an antenna and a transmission / reception circuit for communicating with a base station, a microphone for picking up the speech of the customer U1 and the person in charge U2, and the like. The telephone function unit 24 does not necessarily have to be provided in the information processing device 10A. For example, it is assumed that the person in charge U2 uses both the host terminal 6 and another telephone set.

[0045] <3. How to start communication> In the synchronous shared communication service of this example, it is assumed that one user and the other user are in a call state when the one user attempts synchronous shared communication with the other user. When starting synchronous shared communication, the one user first verbally guides the other user to search the Web and access a page that issues a connection number for starting communication. At this time, the one user has a reception screen open for accepting input of a connection number and an instruction operation to start communication. The other user responds to the above guidance by accessing the number issuing page, performing a number issuing operation, and receiving the number. At this time, the number issuance request destination is the support device 1, and the support device 1 issues the number. The other user verbally (by phone call) communicates the issued number to the first user. The one user who has received the number inputs the number on the reception screen and performs an operation to start communication. In response to this operation, a communication start request is made to the support device 1. This starts synchronous shared communication between the one user terminal and the other user terminal via the support device 1.

[0046] As described above, in this embodiment, it is assumed that users who perform synchronous shared communication are a customer U1 and a person in charge U2 who are negotiating a transaction. The procedure for starting communication in this case will be described with reference to the flowchart in Fig. 5. Note that the description will be given on the assumption that the customer U1 and the person in charge U2 are in a 1:1 relationship, but if there are multiple customers U1, for example, the processing on the guest terminal 5 side will perform the procedure described below. The following start procedure is merely an example, and there are other start procedures that utilize sending of a URL link, for example, without requiring the guest terminal 5 to perform a web search.

[0047] 5 is based on the premise that the customer U1 and the person in charge U2 are on the phone, as shown in steps S11 and S21. This may be the case where the person in charge U2 calls the customer U1, or the opposite case where the customer U1 calls the person in charge U2 to inquire.

[0048] The person in charge U2 provides the customer U1 with information about a page for issuing a connection number for synchronous shared communication (hereinafter, referred to as "number issuing page Pg1") (step S23). Specifically, the person in charge U2 orally informs the customer U1 that the number issuing page Pg1 can be accessed by searching the web.

[0049] After receiving the information, the customer U1 searches the number issuing page Pg1 on the Web using the guest terminal 5 (step S12), and performs a number issuing operation on the number issuing page Pg1. In response to this number issuing operation, a number issuing request is made to the support device 1 on the service management side (step S13).

[0050] FIG. 6A shows an example of a number issuing page Pg1. As shown in the figure, a number issue button B1 is provided on the number issue page Pg1, and the customer U1 can request the support device 1 to issue a number by operating the number issue button B1.

[0051] 5, in response to the number issuance request from the guest terminal 5, the support device 1 first acquires the IP address of the guest terminal 5 (step S31). Then, a number is issued (step S32). The number (connection number) here functions as an identifier (communication ID) of the synchronous shared communication performed between the customer U1 and the person in charge U2. In this example, a four-digit number is issued as this number. The support device 1 notifies the guest terminal 5 (the terminal that issued the number issuance request) of the issued number (step S33). The IP address acquisition process of the guest terminal 5 may be executed after the number is issued or notified.

[0052] The guest terminal 5 displays the notified number on the number issuing page Pg1 (step S14). FIG. 6B is an example of the number issuance page Pg1 on which the notification number is displayed. As mentioned above, in this example, the number is a four-digit number, and in response to the number being issued and notified in response to the operation of the number issue button B1 described above, the four-digit number is displayed on the number issue page Pg1.

[0053] Here, as shown in FIG. 5, in response to issuing or notifying a number as a communication ID, the support device 1 performs a process of associating the number with an IP address (step S34). That is, the number issued in step S32 and the IP address of the guest terminal 5 that has made the number issuance request, which was acquired in step S31, are managed in association with each other.

[0054] FIG. 7 shows an example of association information between numbers (communication IDs) and IP addresses managed by the support device 1. In FIG. As shown in the figure, the association information is information in which the issued number is associated (linked) with the IP address of the guest terminal 5 that has requested the issuance of that number.

[0055] In FIG. 5, on the customer U1 side, after the guest terminal 5 displays the notification number, the customer U1 orally conveys the displayed number to the person in charge U2 (step S15).

[0056] On the person in charge U2's side, after the person in charge U2 guides the customer U1 to the number issuance page (step S23) as described above, the number input screen (number input screen G2 in FIG. 8B) is displayed (step S24).

[0057] Here, an example of a GUI displayed on the host terminal 6 when an inquiry from the customer U1 is received will be described with reference to FIGS. 8A, 8B, and 8C. FIG. 8A shows an example of a synchronized shared screen G1 displayed on the host terminal 6. This synchronous shared screen G1 is a screen displayed by, for example, dedicated software for synchronous shared communication installed in the host terminal 6. Note that the host terminal 6 can also display the synchronous shared screen G1 without using dedicated software by browsing a specific site or by using an image provided by the communication support device 1.

[0058] As shown in the figure, the synchronous shared screen G1 is provided with a shared image display area Ac. The shared image display area Ac is an area where an image that is synchronously displayed with the guest terminal 5 is displayed when synchronous shared communication with the customer U1 is started.

[0059] The synchronous shared screen G1 is also provided with a shared mode transition button B2. The shared mode transition button B2 is a button for instructing transition to a mode that enables synchronous display of display content for synchronous shared communication. In the figure, the share mode transition button B2 is shown as being arranged outside the shared image display area Ac on the synchronous shared screen G1, but the share mode transition button B2 can also be arranged inside the shared image display area Ac.

[0060] When the share mode transition button B2 is operated on the synchronous share screen G1, a number input screen G2 as shown in FIG. 8B is displayed on the host terminal 6. As shown in the figure, the number input screen G2 is provided with an input box b1 for inputting a number, and a connection start button B3 for requesting the support device 1 to start a connection for synchronous shared communication. On the number input screen G2, before a number is input in the input box b1, the connection start button B3 is displayed in an inactive state, such as grayed out, as shown in the figure.

[0061] When a number is entered in the input box b1, the connection start button B3 becomes active as shown in Fig. 8C. When the connection start button B3 is operated in this state, the host terminal 6 makes a connection start request specifying the input number to the support device 1.

[0062] 5, the person in charge U2 inputs the number transmitted from the customer U1 in step S15 on the number input screen G2 (step S25). After inputting the number, the person in charge U2 operates the connection start button B3 on the number input screen G2 to cause the host terminal 6 to execute a communication start request (a communication start request specifying the input number) to the support device 1 (step S26).

[0063] The support device 1 that has received the communication start request identifies a shared terminal based on the specified number and association information (step S35). That is, based on the association information (management information that manages the association between the issue number and the IP address) illustrated in Fig. 7 and the number specified in the communication start request, the support device 1 identifies the IP address of the guest terminal 5 as the communication partner terminal for the host terminal 6 that has made the communication start request.

[0064] Then, the support device 1 performs a connection process for connecting the guest terminal 5 indicated by the identified IP address and the host terminal 6 that has made the communication start request so that synchronous shared communication is possible (step S36). Completion of this connection process enables the guest terminal 5 and the host terminal 6 to start synchronous display of the display content, as shown in steps S16 and S27.

[0065] In the above connection process (step S36), the support device 1 first performs a process of establishing a session between the guest terminal 5 and the host terminal 6, i.e., a process of connecting the guest terminal 5 and the host terminal 6. In this example, synchronous display of the display content after the session is established is realized by inter-terminal communication between the guest terminal 5 and the host terminal 6. Here, in this example, a process conforming to the WebSocket standard is performed for establishing a session between the guest terminal 5 and the host terminal 6 for synchronous shared communication. However, the session establishment is not limited to WebSocket, and may conform to other standards such as HTTP (Hypertext Transfer Protocol) and WebRTC (Web Real-Time Communication). A signaling server is used to communicate for synchronous shared communication between the guest terminal 5 and the host terminal 6. After a session is established between the guest terminal 5 and the host terminal 6, communication can be performed by P2P (Peer to Peer) communication. In this case, for example, a STUN (Session Traversal Utilities for NAT) server or a TURN (Traversal Using Relay around NAT) server for NAT (Network Address Translation) is appropriately used.

[0066] Here, the term "synchronous display" as used herein means that, for example, for images whose information content changes, such as moving images, the image information content is displayed in a synchronized manner. Strict synchronization is not necessarily required here, and a certain degree of time lag, including delays that can actually be expected, such as communication delays, is acceptable.

[0067] In the above, we have assumed that the person in charge U2 makes a request to start synchronous shared communication, and given an example in which customer U1 transmits a communication ID to person in charge U2. However, it is also possible to consider the opposite, where the request to start synchronous shared communication is made by customer U1, and person in charge U2 transmits the communication ID to customer U1.

[0068] In this example, it is assumed that customer U1 and person in charge U2 are on the phone before the synchronous shared communication starts, but this is because the synchronous shared communication service in this example provides only a synchronous sharing function for images, and does not provide a synchronous sharing function for voice during the call. In other words, in this example, the voice exchange during the synchronous shared communication between customer U1 and person in charge U2 is realized by continuing the call that was taking place between them before the synchronous shared communication started. For example, if customer U1 and person in charge U2 were on the phone via a telephone line before the synchronous shared communication started, the voice exchange during the synchronous shared communication will continue via the telephone line. Note that the person in charge U2 may not use the host terminal 6 to talk to the customer U1, but may use another telephone (eg, a mobile phone or a landline phone owned by the person in charge U2).

[0069] As described above, by performing the communication of the voice during the synchronous shared communication through a line dedicated to the voice as a telephone line, the quality of the voice can be improved. For example, the quality of the voice can be improved in that the voice of the other party can be easily heard because muting processing when the timing of speech overlaps between the customer U1 and the person in charge U2 is eliminated. Furthermore, since telephone lines generally tend to be less prone to communication congestion than network lines other than telephone lines, the call is less likely to be interrupted and the stability of the call can be improved.

[0070] Of course, it goes without saying that the synchronous shared communication service can provide not only an image synchronous sharing function, but also an audio synchronous sharing function. Also, a telephone call may be switched to a voice call using the synchronous sharing function. For example, audio may be synchronously shared in addition to images by an arbitrary operation by the customer U1 or the person in charge U2 during a business negotiation, or by automatic control at a specific timing. Conversely, it may be possible to operate or automatically control the device so that, during a business meeting, when the synchronous sharing of image and audio is in progress, the synchronous sharing of audio is stopped and the connection is returned to a telephone line connection.

[0071] In the above, an example was given in which the customer U1 searches the number issuing page Pg1 on the web by himself to issue a number, but the method for starting the synchronous shared communication is not limited to the method in which the user searches the number issuing page Pg1 on the web by himself. For example, it is possible to provide an email generation button for generating an email with a link to the number issuing page Pg1 on the synchronous shared screen G1 of the host terminal 6, and to send an email with the link (for example, an SMS email addressed to the phone number of the guest terminal 5) to the guest terminal 5 in response to the operation of the email generation button. This allows the customer U1 to easily access the number issuing page Pg1 based on the link information in the received email, without having to search the number issuing page Pg1 on the web by himself. Furthermore, it is not necessary to issue a number when starting synchronous shared communication. It is also possible to include a URI (Uniform Resource Identifier) ​​for connecting to the host terminal 6 in the above email, so that when customer U1 clicks (or taps) on the URI, a connection is made between the guest terminal 5 and the host terminal 6.

[0072] <4. Functional configuration> The communication support system 100 according to the embodiment supports the person in charge U2 of the host terminal 6 by displaying various kinds of guidance and updating (optimizing) information related to business negotiations. The functional configuration for carrying out these processes will be described below. These processes can be performed by the control process of the CPU 11 in the information processing device 10 serving as the support device 1. Alternatively, these processes may be performed as processes executed by the CPU 11 of the host terminal 6 in accordance with application software for synchronous shared communication provided by the support device 1, which is installed in the host terminal 6. Therefore, the functional configuration described below can be considered as a functional configuration provided in the CPU 11 of the information processing device 10 serving as the support device 1, or the CPU 11 of the information processing device 10A serving as the host terminal 6.

[0073] As shown in FIG. 9, the CPU 11 of the information processing device 10 or the information processing device 10A is implemented with functions as a synchronous display control unit 11a, a progress information presentation control unit 11b, a judgment processing unit 11c, and an update processing unit 11d by a program, and the CPU 11 is enabled to execute processing by these functions. The synchronous display control unit 11a, the progress information presentation control unit 11b, the determination processing unit 11c, and the update processing unit 11d do not necessarily have to be provided in one information processing device, and may be provided separately in the information processing device 10 or the information processing device 10A.

[0074] The synchronous display control unit 11a is a function that controls the synchronous display of business negotiation images between the host terminal 6 and the guest terminal 5. In other words, it is a function that displays a synchronous shared screen in a state where the host terminal 6 and the guest terminal 5 are connected as described in FIG.

[0075] The progress information presentation control unit 11b has a function of performing a process to acquire at least information on the negotiation phase, which divides the negotiation of a transaction case into multiple stages, and information on the time allocation in the current negotiation phase, and a process to cause the host terminal 6 to display a guide image showing the current negotiation phase in the transaction case and the time allocation for this negotiation while synchronous display is being performed between the host terminal 6 and the guest terminal 5. A sales negotiation phase is a stage in which a sales negotiation for a single transaction is divided, and is an example of an interview phase. Specific examples of negotiation phases will be given later, but negotiations for one transaction are not completed in one go, but rather go through multiple stages, such as the stage of understanding customer needs, the proposal stage, the negotiation stage, etc., before a transaction is finalized and a deal is concluded. For the sake of explanation, each such stage will be called a negotiation phase. The time allocation information is information that indicates the time allocation for one business negotiation.

[0076] For example, the support device 1 or the host terminal 6 acquires, by the function of the progress information presentation control unit 11b, information on the negotiation phase for a transaction case for which negotiation is to be started and time allocation information in the current negotiation phase from the customer management server device 7. Then, the support device 1 executes the display of a guide image (a guide table 55 described later) on the negotiation screen. This guide image (guide table 55) presents multiple negotiation phases in negotiations for a transaction, presents the current negotiation phase, and indicates the time allocation for this negotiation. In addition, the guide image may also show confirmation and action items for this negotiation phase.

[0077] The determination processing unit 11c is a function for making various determinations regarding the negotiation after the negotiation. For example, the determination processing unit 11c compares text data generated from the conversation voice of the negotiation performed by executing the synchronous display between the host terminal 6 and the guest terminal 5 with the end condition of the negotiation phase that has been set, and judges the transition of the negotiation phase. The determination processing unit 11c may also determine the usage status of materials regarding business negotiations. The determination processing unit 11c may also make a determination regarding the interest of the customer U1 in business negotiations.

[0078] The update processing unit 11d performs a process for updating information in the DB 7a that stores information on the negotiation phase of a transaction case, for example, a process for instructing the customer management server device 7 to update various pieces of information in accordance with the determination of the determination processing unit 11c. For example, information on the current negotiation phase, time allocation information, information on materials, information on customer interests, etc. are successively updated in DB7a.

[0079] By using the functions of the progress information presentation control unit 11b, the judgment processing unit 11c, and the update processing unit 11d, the CPU 11 can perform the process ST1 related to preparation and optimization, the process ST2 during negotiation, and the process ST3 related to organizing and updating information, as shown in FIG. 10.

[0080] The process ST2 during the business negotiation is executed mainly by the progress information presentation control unit 11b, and is a process for displaying a guide to the person in charge U2 during the business negotiation. The process ST3 relating to sorting and updating of information is executed mainly by the determination processing section 11c and the update processing section 11d, and is a process for making various determinations regarding the business negotiation and updating the information in the DB 7a after the business negotiation. The preparation / optimization process ST1 is initially a process in which the customer management server device 7 sets negotiation phases and time allocation information for each transaction case in response to input from the host terminal 6, but the process executed by the judgment processing unit 11c and update processing unit 11d of the support device 1 or the host terminal 6 is a process in which the time allocation settings, settings according to customer attributes, etc. are optimized in response to the accumulation of negotiation information.

[0081] <5. Display and setting of information managed by the customer management server> In the communication support system 100 according to the embodiment, the support device 1 or the host terminal 6 is provided with the functions shown in Fig. 9, so that necessary information can be obtained from the customer management server device 7 and appropriate guidance can be displayed to the person in charge U2 during negotiations. Information on the customer management server device 7 is also updated so that it can be used to promote smooth progress of negotiations and to educate salespeople.

[0082] FIG. 11 shows an example of information managed for each transaction case, which is stored in the DB 7a of the customer management server device 7. For example, host information, guest information, negotiation title, history information, current information, time allocation information, reference video information, and information on materials used are stored in association with a management number set for one transaction.

[0083] The host information is information on the person in charge U2 side, such as the company, department, person in charge, and person in charge name. The guest information is information on the customer U1 side, and includes the name / name, address, telephone number, customer name, customer attribute information, etc. Note that the customer U1 may be an individual or an organization such as a company. The business negotiation title is a title indicating the business matter to be negotiated.

[0084] The history information includes various historical items regarding the business negotiations so far in the transaction case. The current information includes information indicating the current negotiation phase of the transaction, text data, image data, etc. indicating the current situation. It may also include confirmation and action items in the current negotiation phase. The time allocation information is information that indicates each negotiation phase in the transaction case and the time allocation for one negotiation set corresponding to each phase. The reference video information is an image that can be used as a reference for the next sales negotiation by the person in charge U2. For example, an image of a success story, an image of a sales negotiation by a veteran sales staff, etc. are assumed. The information on materials used includes information indicating materials used in business negotiations, and information on whether each material was used in the business negotiations.

[0085] The above is just one example, and in DB7a, information is managed for each transaction case in this manner, for example. Initially, such recording of information for each transaction case is performed in response to input from the host terminal 6 side.

[0086] A terminal device of a company that conducts some kind of sales is assumed as the host terminal 6. When negotiating with an individual or customer of a business partner, the person in charge U2 inputs various information in preparation for the negotiation. For example, an input screen 30 as shown in Fig. 12 is provided to the host terminal 6 by the customer management server device 7. This enables the person in charge U2 to input information regarding the transaction.

[0087] On the input screen 30, for example, a negotiation title field 31, a main information field 32, a table setting field 33, a detailed information field 34, and a history information field 35 are displayed, and various information that has already been input is displayed. The person in charge U2 can input necessary information on this input screen 30, and can correct or update information that has already been input. Any title of the transaction can be entered in the business negotiation title field 31. For example, a title such as "Sales of XX to XX" can be entered. The main information field 32 allows the entry of key information regarding the transaction. In the detailed information field 34, detailed information regarding the transaction can be entered. In the history information field 35, various types of history information such as past business negotiation results and progress information can be entered.

[0088] The table setting field 33 is provided with a phase display section 41 that displays the negotiation phase for this transaction case. The phase display section 41 displays the negotiation phase for each stage by the set name, for example, "new business negotiation", "needs analysis", "creation of proposal", "presentation of proposal", "negotiation", etc. The number of stages and contents of this negotiation phase are set by input from the host terminal 6. In other words, the company etc. on the host terminal 6 side sets the negotiation phase according to the type and contents of its own sales business, and inputs it in the table setting field 33, thereby setting multiple stages of negotiation phase for the transaction case. In addition, the current negotiation phase is also displayed in a specific display format. In the example shown in the figure, "Needs Analysis" is crossed out, but the current stage of "Needs Analysis" can be indicated by displaying it in a specific color or highlighted.

[0089] Corresponding to each negotiation phase, a reference video setting section 42, a time allocation setting section 43, and a material display section 44 are provided.

[0090] For example, when the person in charge U2 operates the reference video setting unit 42, an input dialog box (not shown) is displayed. The person in charge U2 can specify a reference video for the corresponding negotiation phase by performing an operation such as specifying an arbitrary video file through the input dialog box. Moreover, if a reference video has already been set, the person in charge U2 can operate the reference video setting section 42 to view the set video.

[0091] Moreover, the person in charge U2 can set time allocation by operating the time allocation setting unit 43. The time allocation is information on the time allocation for one interview. For example, Fig. 13A shows a schematic diagram of a time allocation template being called in response to a certain negotiation phase. For example, initially, when the time allocation setting unit 43 is operated, it is considered that the time allocation is set according to the time allocation template. For example, when the person in charge U2 selects the "Proposal Presentation" sales phase in Figure 13A, a time allocation template corresponding to "Proposal Presentation" is displayed as shown in Figure 13B. The time allocation template shown is an example of one sales meeting divided into four parts: "Ice Breaking," "Hearing," "Product Explanation," and "Closing." The horizontal direction represents time, and the time for each part is set according to its horizontal length. In such a time allocation template, the parts and their time allocation are clearly indicated.

[0092] The person in charge U2 may use this time allocation template as is, or may customize it. For example, as shown in FIG. 13C, the time length of each part can be changed depending on the customer.

[0093] Furthermore, by performing a predetermined input operation, the materials to be used for each part can be registered. For example, Fig. 13C shows a state in which "material A" is registered for the "hearing" part, and "material B," "material C," and "material D" are registered for the "product description" part. For example, when person in charge U2 specifies a part and performs a predetermined operation, an input dialog (not shown) is displayed, and person in charge U2 can register a material corresponding to that part by performing an operation to specify an arbitrary material file. The materials registered in this manner are also displayed in the material display section 44 of FIG.

[0094] Using this table setting field 33, the person in charge U2 can set and confirm multiple negotiation phases for a transaction, the current negotiation phase, time allocation, and the like.

[0095] Moreover, various information inputted through the input screen 30 is stored in the DB 7a of FIG. For example, multiple negotiation phases and time allocations are stored as time allocation information, and information on the current negotiation phase is stored as history information or current information. In addition, the designated reference video is stored as reference video information, and the information of the registered materials is stored as used material information.

[0096] However, the above is a process corresponding to the arbitrary input of the business by the person in charge U2 of the host terminal 6. In other words, it is a process in which the person in charge U2 accesses the customer management server device 7 from the host terminal 6 and sets and registers information about his / her sales business. In this embodiment, the support device 1 executes various support processes for the person in charge U2 using the information for each transaction case in the customer management server device 7. These processes are steps ST1, ST2, and ST3 in FIG. Process ST2 can be said to be a process that uses information from DB7a to support the progress of business negotiations. The processes ST1 and ST3 can be said to be processes for updating the information in DB7a so as to optimize it based on the state of past business negotiations.

[0097] <6. Processing when negotiations are carried out> An example of the process for supporting the progress of negotiations when negotiations are being carried out, shown previously as process ST2 in FIG. 10, will be described below. 14 shows an example of a screen (hereinafter referred to as a "host screen 50") displayed on the host terminal 6 during business negotiations. For example, this can be considered as one specific example of the screen described in FIG. 2B.

[0098] The host screen 50 includes a guest camera area 51, a host camera area 52, a shared memo area 53, and an icon area 54. In the guest camera area 51, an image captured by a camera on the guest terminal 5 side, for example, an image of the customer U1, is displayed. In the host camera area 52, an image captured by a camera on the host terminal 6 side, for example, an image of the person in charge U2, is displayed. The shared memo area 53 is an area in which the customer U1 and the person in charge U2 who are sharing the screen can each arbitrarily record a memo.

[0099] Icons for various operations are displayed in the icon area 54. For example, icons for document sharing operations, file transmission operations, whiteboard operations, question input operations, connection termination operations, etc. may be displayed. In addition, icons for marking operations by personnel and part transition operations may also be provided.

[0100] In particular, in the case of this embodiment, the support device 1 executes a process of displaying a guide to the person in charge U2 during the business negotiation on the host screen 50. Specifically, a guide table 55 is displayed as a guide image.

[0101] The guide table 55 is shown in an enlarged scale in FIG. 15A. The guide table 55 includes a phase bar 60. This phase bar 60 shows multiple negotiation phases set for the current negotiation (transaction case). For example, each phase, such as "new negotiation," "needs analysis," "creating a proposal," "presenting a proposal," and "negotiation," is clearly indicated.

[0102] Furthermore, it is also indicated which negotiation phase the current negotiation is in. In this example, a marker 61 is displayed to indicate that the current negotiation is in the "proposal presentation" stage. The current negotiation phase may be indicated by a display mode other than the marker 61, such as by changing the color of the relevant portion on the phase bar 60 or highlighting it.

[0103] The guide table 55 also includes a time allocation bar 62. The time allocation bar 62 indicates the time allocation in the business negotiation for this "presentation of proposal." In this example, the four parts of "ice breaking," "listening," "product explanation," and "closing" are displayed with lengths according to the allocated time for each part. This time allocation bar 62 corresponds to the scheduled time of the actual business negotiation. For example, if the business negotiation lasts for 60 minutes, the total length of the time allocation bar 62 corresponds to 60 minutes, and each part is displayed at a length according to the time allocation.

[0104] An elapsed time pointer 63 is displayed, for example, superimposed on the time allocation bar 62. The elapsed time pointer 63 is positioned at the left end of the time allocation bar 62 at the start of the business negotiation, and moves to the right on the time allocation bar 62 as time progresses. This elapsed time pointer 63 is moved in accordance with the actual progress of time.

[0105] Furthermore, document icons 64 indicating documents to be used in the business negotiations are displayed corresponding to each part in the time allocation bar 62. For example, in this example, "Document A," "Document B," and "Document C" are displayed corresponding to the "Product Description" part.

[0106] The support device 1 or the host terminal 6 can generate an image of such a guide table 55 by reading the information in FIG. 11 relating to the transaction case from DB7a, such as historical information, current information, time allocation information, and information on materials used, and can display it on the host terminal 6 by superimposing it on the synchronous shared screen. By displaying this guide table 55, the person in charge U2 can understand what stage the current business negotiation is at in the overall business negotiation for the transaction, and can also confirm what kind of conversation he or she should have at this time depending on the progress of the business negotiation.

[0107] Note that the time allocation bar 62 shows the time allocation for one business meeting, but one business meeting phase is not necessarily completed in one business meeting. For example, in the business meeting phase of "presentation of proposal", three business meetings may be scheduled in advance. Also, the business meeting may not end as scheduled and the matter may be carried over to the next time. Therefore, when multiple negotiations are conducted in one negotiation phase, it is possible to display multiple markers 61 in one negotiation phase as shown in FIG. 15B, and to indicate which of the markers 61 the time allocation bar 62 corresponds to. FIG. 15B shows a case where two negotiations are conducted in the negotiation phase of "needs analysis" and three negotiations are conducted in the negotiation phase of "presentation of proposal". Numbers are also added within the markers 61, and it is also clear which meeting is conducted in one negotiation phase. In this example, the time allocation bar 62 shown at the bottom indicates the time allocation for the second negotiation in "presentation of proposal". This allows the person in charge U2 to understand which negotiation stage and which negotiation the current negotiation is in, even if multiple negotiations are held in one negotiation phase.

[0108] The process of displaying the above-mentioned guide table 55 on the host terminal 6 during negotiation will be described with reference to Fig. 16 and Fig. 17. This is an example of a process executed by the CPU 11 of the information processing device 10 as the support device 1 mainly using the function of the progress information presentation control unit 11b in Fig. 9. Alternatively, this process can be considered as an example of a process executed by the CPU 11 in the information processing device 10A as the host terminal 6 in which application software for communication support has been installed mainly using the function of the progress information presentation control unit 11b in Fig. 9. In the flowchart, "c1" and "c2" indicate connections.

[0109] The process in FIG. 16 starts from the point in time when synchronous display between the guest terminal 5 and the host terminal 6 is started in steps S16 and S27 due to the connection process in step S36 in FIG. The CPU 11 of the information processing device 10 or 10A performs control to start recording audio and video of the business negotiation in step S101. For example, the CPU 11 starts a process of recording images and audio of the business negotiation in the storage unit 19.

[0110] In step S102, the CPU 11 makes an information request to the customer management server device 7. This is a process for requesting information necessary for displaying the guide table 55. That is, the transaction to be negotiated this time is specified, and the history information, current information, time allocation information, and information on materials used, etc., relating to the transaction recorded in DB 7a are requested. In response, the customer management server device 7 reads out the relevant information from DB 7a and transmits it. In step S 103 , the CPU 11 acquires the relevant information transmitted from the customer management server device 7 .

[0111] In step S104, the CPU 11 generates an image of the guide table 55 based on the information acquired from the customer management server device 7, and starts displaying it on the negotiation screen of the host terminal 6. Also, in step S105, the CPU 11 starts the progress of time in the guide table 55. This is a control to start the movement of the elapsed time pointer 63 on the time allocation bar 62 of the guide table 55. As a result, the elapsed time pointer 63, which was initially at the left end as shown in Fig. 15A, moves to the right as time passes. Fig. 18A shows the state in which the elapsed time pointer 63 has moved to the right.

[0112] Also, in step S106 in Fig. 16, the CPU 11 starts processing for analyzing and determining the interests of the customer U1. This is processing for estimating the contents in which the customer U1 is interested by, for example, determining the customer's remarks, the volume of his / her voice, facial expressions, or the points of interest in the documents through image analysis and voice analysis. Note that, as processing during the business negotiation, processing may be performed in which the points of interest of the customer in the documents or conversation, or the points at which characteristics appeared in the display, are pointed out, and analysis may be performed based on these points after the business negotiation. Alternatively, processing may be performed simply by collecting words that the customer U1 has uttered multiple times. Also, the person in charge U2 may be allowed to perform a marking operation on a specific icon in the icon area 54, and the marking operation may be performed when the customer U1 shows an interest, and the CPU 11 may determine the timing of the marking.

[0113] After executing the above processing at the start of the negotiation, the CPU 11 repeats the processing from step S107 to step S117 in FIG. 17 during the negotiation.

[0114] In step S107, the CPU 11 determines whether the negotiation is over. For example, the CPU 11 determines that the negotiation is over when the connection between the host terminal 6 and the guest terminal 5 is released or the synchronous shared screen is closed. In that case, the CPU 11 performs the necessary end process in step S120 and ends the process in FIGS. 16 and 17.

[0115] In step S108, the CPU 11 performs a process of storing information on the customer's interests. For example, by starting to determine the parts or topics in which the customer is interested in step S106, the determination results are obtained one after another. The CPU 11 sequentially stores the obtained determination results in step S108. For example, information indicating the words in which the customer U1 is interested, the time when it is determined that the customer has shown interest, the notable parts of the document, the timing of marking by the person in charge, etc. are sequentially stored.

[0116] In step S109, the CPU 11 determines whether or not a document sharing operation has been performed. The documents may be supplied using icons in the icon area 54, but it may also be possible to operate the operation from, for example, the guide table 55. For example, when document icons 64 for "Document A," "Document B," and "Document C" are displayed in the "Product Description" part as shown in FIG. 18A, clicking on "Document A" by the person in charge U2 is considered to be the sharing operation of document A.

[0117] In this way, for example, when the person in charge U2 performs an operation to share and display the material on the guest terminal 5 and the host terminal 6, the CPU 11 proceeds to step S121 to start the shared display of the material. Furthermore, in step S122, the CPU 11 changes the display mode of the guide table 55.

[0118] 19 shows the display state of the host terminal 6 when a document sharing area 56 is provided on the business negotiation screen and document images are shared between the guest terminal 5 and the host terminal 6. In response to document sharing, the guest camera area 51 and the host camera area 52 are made smaller, the display location is changed, and a larger document sharing area 56 is provided for displaying the documents. In this case, the display of the guide table 55 is changed to a small display. For example, the guide table 55 is made small in size with only the time allocation bar 62 and the elapsed time pointer 63, so that the material is easy to see without taking up as much of the screen as possible. The time allocation bar 62 and the elapsed time pointer 63 may be displayed as a so-called see-through display, so that the area behind them (part of the materials) can be seen to some extent.

[0119] In the process of changing the display mode in step S122, the contents of the guide table 55, i.e., the phase bar 60, the marker 61, the time allocation bar 62, the elapsed time pointer 63, and the document icon 64, are displayed as they are, but they may be displayed simply as reduced images so as to not interfere with the display of the documents. Alternatively, when sharing materials, it is possible to erase the guide table 55 so as not to interfere with the display of the materials. However, if it is completely erased, it becomes difficult for the person in charge U2 to understand the passage of time, so it is preferable to at least display the time allocation bar 62 and the elapsed time pointer 63.

[0120] In step S110 of FIG. 17, the CPU 11 determines whether or not an operation to end the material sharing has been performed. If an operation to end the shared display of the material on the guest terminal 5 and the host terminal 6 is performed, for example, by the person in charge U2, the CPU 11 proceeds to step S123, ends the shared display of the material, and returns to the normal display, for example, the display shown in FIG. 14. In step S124, the CPU 11 returns the display of the guide table 55 to the normal mode, that is, displays the guide table 55 in the normal size as shown in FIG.

[0121] In step S125, the CPU 11 performs a process of changing the display mode of the document icon 64 in response to the use of the document during the business negotiation. For example, assume that the sharing of document A has ended. In that case, as shown in Fig. 18B, the color or brightness of the document icon 64 for "Document A" is changed so that the person in charge U2 knows that the document has already been explained. For example, it is conceivable to make it less noticeable by graying it out.

[0122] In step S111, the CPU 11 performs a part end determination. Each part, such as "ice breaking," "interview," "product explanation," and "closing," is shown in the time allocation bar 62, and it is determined whether each part has been completed as an actual business negotiation. For example, it is assumed that the person in charge ends each part during a business negotiation by operating an icon, and the CPU 11 determines whether or not the part end operation has been performed. For example, the person in charge performs a part end operation when finishing the first ice breaker and starting the interview. Also, the person in charge performs a part end operation when finishing the interview and starting the product explanation. By doing this, the CPU 11 can determine the progress of each part of the business negotiation. Alternatively, the CPU 11 can automatically determine the progress of a part. For example, when a shared document is set for each part, the end of the part can be estimated when the sharing of the document ends. In addition, by checking statements made during negotiations, it is possible to determine the end or transition of a part by determining the context or checking keywords, etc. For example, if the person in charge U2 says something like "Now, I will explain about the product," it can be assumed that the "interview" has ended and the transition has taken place to "product explanation."

[0123] When it is determined that a certain part has ended and transition has occurred to the next part, the CPU 11 proceeds from step S112 to step S130, and performs processing to change the display mode of the part in the time allocation bar 62. For example, the completed part is grayed out, etc., so that the progress of the part is clearly indicated. FIG. 18B shows a time point when "Ice Breaking" and "Hearing" have already ended, but shows a state in which the display manner of "Ice Breaking" and "Hearing" in the time allocation bar 62 has been changed.

[0124] In step S113, the CPU 11 performs a deviation judgment. The deviation judgment is a judgment as to whether or not there is a deviation between the actual progress of time and the progress of the part. For example, if the time allocation for "ice breaking" has already been exceeded by a large amount, but it has not yet been determined that the ice breaking has ended, it is judged that there is a deviation. Conversely, if the "ice breaking" and "interview" are finished shortly after the start and "product explanation" has begun, it is also judged that there is a deviation. In other words, it is a judgment as to whether or not the actual progress of the business negotiation is deviating from the set time allocation. For example, the CPU 11 compares the end time of each part on the time allocation bar 62 with the current time indicated by the elapsed time pointer 63, and determines that there is a discrepancy if a part that should be ended at a certain point in time has not been ended even after a predetermined time has passed from that point in time.

[0125] If it is determined that there is a deviation, the CPU 11 proceeds from step S114 to step S140, and performs alert output start control. For example, as shown in Fig. 20A, the discrepancy is notified to the person in charge U2 by a display mode such as blinking the alert lamp 65. Fig. 20A shows an alert because the elapsed time indicated by the elapsed time pointer 63 is already in the middle of the "product explanation", but the "interview" has not yet ended. The alert display may be displayed in various ways. For example, as shown in FIG. 20B, the part that should be ended in the time allocation bar 62 (in this example, "Hearing") may be displayed by flashing. Although an alert sound may be output from the host terminal 6, since the audio and video are shared between the person in charge U2 and the customer U1, it is desirable that the alert only be displayed on the host terminal 6 side so that the customer does not notice.

[0126] If the CPU 11 determines in the deviation determination in step S113 after it has been determined that a deviation has occurred as described above that the deviation has been eliminated, the process proceeds from step S115 to step S141, and performs control to end the alert output.

[0127] In step S116, CPU 11 determines whether an operation related to the whiteboard has been performed, and if so, performs whiteboard processing in step S150. For example, when a whiteboard start operation has been performed, CPU 11 causes the whiteboard screen and written contents to be shared and displayed. When a whiteboard end operation has been performed, CPU 11 ends the whiteboard screen.

[0128] In step S117, it is determined whether or not a question has been input, and if so, a corresponding process is carried out in step S160. For example, in response to an oral question posed by customer U1, CPU 11 transmits the content of the oral question to a cloud service, obtains an answer, and outputs or displays the answer on a screen.

[0129] For example, by performing the above-mentioned processes shown in Figs. 16 and 17, the guide table 55 is displayed during the business negotiation, and appropriate guidance can be given to the person in charge U2 depending on the display mode of each part of the guide table 55.

[0130] <7. Organizing information after negotiations and processing records> Next, an example of the process of sorting and updating information after a business negotiation, shown as process ST3 in Fig. 10, will be described with reference to Fig. 21. This is an example of the process executed by the CPU 11 of the information processing device 10 as the support device 1 or the CPU 11 in the information processing device 10A as the host terminal 6 mainly by the functions of the determination processing unit 11c and the update processing unit 11d in Fig. 9.

[0131] The CPU 11 checks the unused materials for the business negotiation that was ended in step S201. That is, it checks whether or not each material displayed by the material icon 64 in the guide table 55 was used during the business negotiation.

[0132] In step S202, the CPU 11 determines which materials the customer U1 was interested in. For example, the CPU 11 performs an analysis based on the information sequentially stored in step S108 of Fig. 16, identifies the part in which the customer was interested, and determines which part of which material it is.

[0133] In step S203, the CPU 11 converts the contents of the conversation during the completed business negotiation into text data, thereby enabling the contents of the business negotiation to be confirmed in text form. The processes in steps S201, S202, and S203 may be performed in any order.

[0134] In step S204, the CPU 11 compares the phase end condition with the negotiation text data to determine whether or not the current negotiation phase has ended. For example, in a transaction case in which the negotiation phases of "new business negotiation," "needs analysis," "creating a proposal," "presenting a proposal," and "negotiation" are set, assume that a negotiation at the "needs analysis" stage has taken place. In this case, the CPU 11 analyzes the text data of the negotiation and determines whether or not the customer's needs analysis can be evaluated as being completed based on the content. For example, if the person in charge U2 says something to the effect of "Now, we will create a proposal that meets those requests" just before the end of the negotiation, it can be evaluated that the "needs analysis" negotiation phase has ended. In addition, an analysis may be performed as to whether or not an agreement necessary to move to the next negotiation phase has been reached with the customer U1. For example, a possible condition for ending the sales negotiation phase of "presenting a proposal" could be a statement to the effect of "These are all of the options that we can propose." In addition, the condition for ending the sales negotiation phase of "negotiation" could be a statement by the person in charge U2 to the effect of "We will send you the contract," or a statement by the customer U1 to the effect of "The internal proposal has been approved."

[0135] The CPU 11 sets a condition for determining whether or not the negotiation phase is to end, and performs an analysis using the text data to determine whether or not the condition for the end of the negotiation phase and the transition are satisfied.

[0136] In step S205, the CPU 11 performs a report notification process. For example, it creates a data file that compiles unused materials, information on the customer's interests, text data on the business negotiation, and a transition determination of the business negotiation phase, and transmits the file to the superior of the person in charge U2. This allows the progress of the business negotiation to be automatically reported to the superior.

[0137] In step S206, a final judgment response process is performed. For example, the input of the superior's approval for the report is checked, and it is judged whether the current content may be reflected in DB 7a. For example, based on the superior's approval information such as whether it is OK to move to the next negotiation phase, whether the points of interest of the customer are appropriate, etc., it is judged whether to reflect the content in DB 7a.

[0138] In step S207, the CPU 11 performs DB reflection processing in response to the final decision. For example, in response to approval of the transition of the negotiation phase, the CPU 11 requests the customer management server device 7 to update the information on the current negotiation phase. The CPU 11 also requests the customer management server device 7 to update information on used / unused materials, information on the customer's interests, and the like. As a result, the customer management server device 7 updates the information on the transaction as necessary. As a result, the information on the transaction is updated every time a business negotiation is conducted.

[0139] <8. Update process> Next, an example of the preparation and optimization process shown as process ST1 in Fig. 10 will be described with reference to Fig. 22. However, the preparation process is performed by input from the host terminal 6 side as described above, and the optimization process will be mainly described here.

[0140] The optimization process here refers to a process of updating the time allocation for a specific transaction or the time allocation as a template based on information obtained from the results of many business negotiations, or updating the time allocation or reference videos according to the attributes of the customer. The information to be updated for optimization may be information set for a specific transaction, or information set for multiple transactions targeting similar customer attributes.

[0141] The process in FIG. 22 is an example of processing executed by the CPU 11 of the information processing device 10 as the support device 1 or the CPU 11 in the information processing device 10A as the host terminal 6 mainly by the functions of the determination processing unit 11c and update processing unit 11d in FIG.

[0142] In step S301, the CPU 11 extracts successful negotiation cases. For example, among negotiations of transaction cases similar to the transaction case to be updated (e.g., negotiations of the same product), the CPU 11 extracts negotiation cases that can be evaluated as successful, such as negotiations that led to a contract or negotiations by a person with good performance.

[0143] In step S302, the CPU 11 specifies optimal time allocation, materials, reference videos, etc. according to the attributes of each customer.

[0144] In step S303, the CPU 11 updates the reference videos and time allocations associated with each negotiation phase.

[0145] By the above process, for example, in cases where the same product is handled, the information on the results of the business negotiation is used to update the reference video and time allocation settings for multiple transaction cases of the product. In other words, the reference video and time allocation settings are optimized. Of course, optimization may be performed only for a specific transaction case.

[0146] Figure 23 shows an example of updating time allocation. For example, the optimal time allocation before and after the update for the sales negotiation phase of "needs analysis" is shown. This was updated based on the result that it was determined that the time for product explanation should be longer.

[0147] An example of such an update process is shown in FIG. For example, for a certain negotiation phase of a certain product, successful cases are extracted from the negotiation results by each person in charge. For example, cases in which the negotiation phase has been completed may be extracted as successful cases. The system then collects information about the time allocation for successful cases, the materials used, and customer attributes (such as age group and gender), performs AI analysis, and determines the optimal time allocation and materials used for each customer. Based on this, the system updates the time allocation and materials used set for each transaction. It also registers successful cases as reference videos.

[0148] In this way, the time allocation and materials are optimized for each negotiation phase. In a subsequent negotiation in the same negotiation phase, a guide table 55 is generated and displayed based on the optimized time allocation and materials.

[0149] Furthermore, the person in charge U2 can view the reference video from, for example, the input screen 30 shown in FIG. 12, and can use the video of the success case as a reference for the next business negotiation. As reference videos, each person in charge U1 may be able to view his / her own past success story videos, as well as success story videos of other people in charge.

[0150] <9. Effects and Modifications of the Embodiments> According to the above embodiment, the following effects can be obtained. In the information processing device 10 or 10A of the embodiment, the synchronous display control unit 11a controls the synchronous display of business negotiation images on the guest terminal 5, which is an information processing device used by a guest side user (customer U1), and the host terminal 6, which is an information processing device used by a host side user (person in charge U2). Then, using the function of the progress information presentation control unit 11b, the information processing device 10 or 10A performs a process of at least acquiring information on the negotiation phase in which negotiation for one transaction is divided into multiple stages and time allocation information for the current negotiation phase, and a process of causing the host terminal 6 to display a guide image (guide table 55) showing the current negotiation phase in the transaction and the time allocation for this negotiation while synchronous display is being performed between the host terminal 6 and the guest terminal 5 (see Figures 9, 16, and 17). For example, by displaying the phase bar 60 and marker 61 on the guide table 55 on the host terminal 6 side, the person in charge U2 can understand which stage of the transaction the current negotiation is at and can provide an appropriate explanation to the customer U1. For example, it is possible to prevent the person in charge U2 from forgetting the progress of the negotiation up to that point and giving a duplicate explanation or omitting an explanation. Also, by displaying the time allocation bar 62 on the guide table 55, the person in charge U2 can understand how to allocate time for this negotiation, which serves as a guide for smoothly progressing the negotiation. As a result, an improvement in the rate of successful negotiations can be expected. Incidentally, since the guide table 55 is intended only to guide the person in charge U2, it is preferable not to display it on the screen of the guest terminal 5 side.

[0151] In addition, an information processing device equipped with such a progress information presentation control unit 11b is expected to be realized as an information processing device 10 functioning as the support device 1, as well as an information processing device 10A functioning as the host terminal 6.

[0152] The guide table 55 exemplified as the guide image in the embodiment includes a phase bar 60 and a marker 61 as an image indicating the current negotiation phase among multiple negotiation phases in a transaction case, and a time allocation bar 62 as an image indicating the time allocation corresponding to the current negotiation phase (see Figure 14). The guide table 55 shows all phases of the series of negotiations for a transaction (or some of the negotiation phases when there are too many to display them all), while indicating the current negotiation phase. A time allocation bar 62 indicating the time allocation is displayed in accordance with the current negotiation phase. This makes it easy for the person in charge U2 to visually grasp the progress of the ongoing negotiation within the overall flow of the transaction. This makes it easier for the person in charge U2 to appropriately judge the content of the explanation and adjust the pace of the conversation while negotiating.

[0153] In the embodiment, the guide table 55 includes a material icon 64 as an image indicating a material to be displayed in association with the time allocation bar 62 (see FIG. 14). This allows the person in charge U2 of the host terminal 6 to proceed with the business negotiation while understanding the materials that should be explained in each part of the ongoing business negotiation.

[0154] In the embodiment, in the guide table 55, an image indicating the progress time from the start of the current negotiation, for example, an elapsed time pointer 63, is displayed in association with the image indicating the time allocation (see FIG. 16 and FIG. 18A). In the guide table 55, an elapsed time pointer 63 is displayed along a time allocation bar 62, and as the time progresses, the person in charge U2 can proceed with the negotiation while grasping the relationship between the elapsed time and the time allocation of each part. This allows the person in charge U2 to appropriately adjust the pace and provide necessary explanations, etc.

[0155] In the embodiment, an example has been given in which a determination is made as to whether each part, for which a time allocation has been set, deviates from the set time allocation, and alert output control is performed in accordance with the determination result (see FIGS. 17 and 20). This enables the person in charge U2 to realize that the sales negotiation is not being carried out according to the scheduled time allocation.

[0156] In the embodiment, an example has been given in which a process for changing the display mode of the guide table 55 is performed while the shared display of the material is being performed between the guest terminal 5 and the host terminal 6 (see FIGS. 16 and 19). For example, in order not to impede the visibility of the shared and displayed material, the guide table 55 may be minimized as shown in Fig. 19, or the display of the guide table 55 may be turned off. This makes it possible to prevent the guide table 55 from impeding the visibility of the shared and displayed material.

[0157] In the embodiment, an example is given in which, after a document is shared and displayed on the guest terminal 5 and the host terminal 6, a process is performed in the guide table 55 to change the display mode of an image (document icon 64) showing the document that has been shared and displayed (see Figures 17 and 18B). For example, after a document is shared, the display mode is changed, such as by graying out the document icon 64. This allows the person in charge U2 to recognize that the document has already been explained. The change in the display mode is not limited to a change in color, and may be a change in brightness, size, shape, etc. of the document icon 64.

[0158] In the embodiment, an example has been given in which an end determination is performed for each part for which a time allocation is set, and a process is performed to change the display target of the part depending on the determination result (see FIG. 17 and FIG. 18B). This makes it easier for the person in charge U2 to recognize the progress of the part through the time allocation bar 62 during the business negotiation. This is also suitable for pacing explanations and negotiations.

[0159] The information processing device 10 or 10A of the embodiment is equipped with a judgment processing unit 11c that compares text data generated from conversational voice of a business negotiation performed by executing synchronous display between the host terminal 6 and the guest terminal 5 with the termination conditions of the set business negotiation phase to judge the transition of the business negotiation phase, and an update processing unit 11d that performs processing to update the information on the business negotiation phase in DB 7a that stores information on the business negotiation phase of the transaction case according to the judgment of the judgment processing unit 11c (see Figures 9 and 21). This allows the system to automatically determine when to end one negotiation phase and move on to the next. By reflecting the determination result in DB7a, it becomes possible to provide appropriate information to U2, the person in charge, at the time of the next negotiation.

[0160] In the embodiment, the determination processing unit 11c determines the material usage status for the business negotiation, and the update processing unit 11d performs processing for storing information on the material usage status in the DB 7a (see FIG. 21). This allows you to manage the documents used and unused in one business meeting, and accumulate information on business meetings. This information can be used for measures to be taken for the business meeting of the transaction, or for training the host's staff to improve their skills.

[0161] In the embodiment, the determination processing unit 11c performs a determination regarding the interests of the customer U1 in the business negotiation, and the update processing unit 11d performs a process of storing information regarding the interests of the customer U1 in the DB 7a (see FIG. 21). This allows you to accumulate and manage materials and topics that customer U1 was interested in during business negotiations. This can also be used to prepare for future business negotiations for the transaction, or to educate the host's staff.

[0162] In the embodiment, an example has been given in which the update processing unit 11d performs processing to update time allocation information associated with a transaction case based on information acquired through past negotiations in DB7a, which stores information on the negotiation phase of the transaction case (see Figures 22 to 24). For each transaction, the optimal time allocation can be calculated based on the attributes of the customer U1, the person in charge, the sales negotiation record, etc., so that the information can be utilized for subsequent sales negotiations. In other words, the time allocation information can be optimized successively.

[0163] In the embodiment, an example has been given in which the update processing unit 11d performs processing to update a reference negotiation video associated with a transaction case in DB7a, which stores information on the negotiation phase of the transaction case, based on information acquired through past negotiations. By linking videos of desirable business negotiations to transaction cases, they can be used for preparation and training of the host's sales representative for interviews. For example, the best videos can be selected from success stories and updated. This allows the best reference business negotiation videos to always be stored in DB7a and can be referenced at will.

[0164] In the embodiment, the customer management server device 7 is a server device capable of communicating with an information processing device (e.g., the support device 1 or the host terminal 6) that controls the synchronous display of negotiation images including a common image on the guest terminal 5 and the host terminal 6. The customer management server device 7 includes a DB 7a that stores at least negotiation phase information in which negotiation for one transaction case is divided into a plurality of stages corresponding to the transaction case, information indicating the current negotiation phase, and time allocation information corresponding to the negotiation phase. By storing the negotiation phase of a transaction and the current negotiation phase, as well as storing time allocation information divided into parts, a DB system can be constructed that provides the current situation and information that will be useful for future negotiations.

[0165] In addition, the customer management server device 7 is capable of updating information indicating the current negotiation phase and time allocation information corresponding to the negotiation phase in response to an update request from the support device 1 or the information processing device 10 or 10A as the host terminal 6. By continuously updating the sales negotiation phase and time allocation information, the system keeps the most appropriate information stored for each transaction case.

[0166] The program according to the embodiment is a program that causes the CPU 11 to execute the processes in FIGS. 16 and 17 and the processes in FIGS. The program is a program that causes an information processing device 10 or 10A used in a system for synchronously displaying negotiation images including a common image on a guest terminal 5 and a host terminal 6 to execute a process of acquiring at least information on negotiation phases in which negotiations for a single transaction are divided into multiple stages and time allocation information for the current negotiation phase, and a process of displaying a guide image such as a guide table 55 showing the current negotiation phase in the transaction and the time allocation for this negotiation on the host terminal 6 side while the synchronous display is being performed between the host terminal 6 and the guest terminal 5.

[0167] Such a program can realize the information processing device 10 or 10A that displays the guide table 55 described in the embodiment. For example, by downloading the program to a personal computer, a portable information processing device, or the like, the personal computer or the like can be made to function as the information processing device 10 or 10A.

[0168] Such a program can be pre-recorded in a HDD as a recording medium built into a device such as a computer device, or in a ROM in a microcomputer having a CPU, etc. Also, the program can be provided by recording it on a removable recording medium such as a memory card or an optical disk. Such programs can also be downloaded from a download site via a network such as a LAN (Local Area Network) or the Internet.

[0169] The communication support system 100 of the embodiment is used for business negotiations between a person in charge U2 and a customer U1, but it can also be used for interviews in the fields of medicine, education, distribution, etc. Cases are not limited to business transactions, but also include meetings, seminars, lectures, distribution, etc. For example, in a remote lecture, the guide table 55 may be displayed to the host teacher. In other words, it is possible to treat various interview stages as interview phases, manage them like the business negotiation phases in the embodiment, and provide guidance to the host. [Explanation of symbols]

[0170] 1. Communication support devices (support devices) 5. Guest terminal 6 Host terminal 7 Customer management server device 10, 10A Information processing device 11 CPU 11a Synchronous display control unit 11b Progress information presentation control unit 11c Judgment processing unit 11d Update processing section 55 Guide Table 60 Phase Bar 61 Marker 62 Time Allocation Bar 63 Elapsed Time Pointer 64 Document Icon 65 Alert Lamp 100 Communication Support System

Claims

1. An information processing device used in a system for synchronously displaying interview images on a guest terminal, which is an information processing device used by a guest user, and a host terminal, which is an information processing device used by a host user, The present invention is provided with a progress information presentation control unit that performs a process of acquiring at least information on interview phases in which an interview for one case is divided into a plurality of stages and information on time allocation in the current interview phase, and a process of causing the host terminal to display a guide image showing the current interview phase in the case and the time allocation of the current interview during the execution of synchronous display between the host terminal and the guest terminal. Information processing device.

2. The guide image includes an image showing a current interview phase among a plurality of interview phases in a case, and an image showing a time allocation corresponding to the current interview phase. The information processing device according to claim 1 .

3. The guide image includes an image showing a material to be displayed in association with an image showing a time allocation.

3. The information processing device according to claim 1 or 2.

4. The progress information presentation control unit displays an image indicating the progress time from the start of the current interview in association with the image indicating the time allocation in the guide image.

4. The information processing device according to claim 1.

5. The progress information presentation control unit determines whether each part, for which a time allocation has been set, deviates from the set time allocation, and controls an alert output in accordance with the determination result.

5. The information processing device according to claim 1.

6. The progress information presentation control unit performs processing to change the display mode of the guide image while the shared display of the material is being performed between the guest terminal and the host terminal.

6. The information processing device according to claim 1.

7. The guide image includes an image showing a material to be displayed in association with an image showing a time allocation, The progress information presentation control unit performs processing for changing a display mode of an image showing the material that has been shared and displayed in the guide image after the material is shared and displayed in the guest terminal and the host terminal.

7. The information processing device according to claim 1.

8. The progress information presentation control unit performs a process of determining the end of each part for which a time allocation is set, and changing a display target of the part according to a result of the determination.

8. The information processing device according to claim 1.

9. a determination processing unit that compares text data generated from conversational voices of an interview conducted by executing synchronous display between the host terminal and the guest terminal with a set end condition of the interview phase, and determines a transition of the interview phase; and an update processing unit that performs processing to update information on the interview phase in a database that stores information on the interview phase of a transaction case according to the determination of the determination processing unit.

9. The information processing device according to claim 1.

10. a determination processing unit that determines a material usage status for an interview that is conducted by executing synchronous display between the host terminal and the guest terminal; and an update processing unit that performs a process of storing information on the material usage status in a database that stores information on the interview phase of the case in accordance with the determination of the determination processing unit.

9. The information processing device according to claim 1.

11. a determination processing unit that determines the interests of a guest user in an interview conducted by executing synchronous display between the host terminal and the guest terminal; and an update processing unit that performs a process of storing information about the interests of the guest user in a database that stores information about the interview phase of the transaction case in accordance with the determination by the determination processing unit.

9. The information processing device according to claim 1.

12. An update processing unit is provided that performs processing to update time allocation information associated with a case based on information acquired from past interviews in a database that stores information on interview phases of cases.

9. The information processing device according to claim 1.

13. An update processing unit is provided that performs a process of updating a reference interview video associated with a case based on information acquired from a past interview in a database that stores information on the interview phase of the case.

9. The information processing device according to claim 1.

14. As an information processing method performed by an information processing device used in a system for synchronously displaying interview images on a guest terminal, which is an information processing device used by a guest user, and a host terminal, which is an information processing device used by a host user, At least information on interview phases in which an interview for one case is divided into multiple stages and time allocation information in the current interview phase are obtained; During execution of the synchronous display between the host terminal and the guest terminal, a process is performed to display on the host terminal a guide image showing the current interview phase in the case and the time allocation of the current interview. Information processing methods.

15. An information processing device used in a system for synchronously displaying interview images on a guest terminal, which is an information processing device used by a guest user, and a host terminal, which is an information processing device used by a host user, A process of acquiring at least information on interview phases in which an interview for one case is divided into a plurality of stages and time allocation information in the current interview phase; During the execution of the synchronous display between the host terminal and the guest terminal, a process of displaying a guide image on the host terminal side, the guide image showing the current interview phase of the case and the time allocation of the current interview; A recording medium on which a program for executing the above is recorded temporarily or permanently.

16. A server device capable of communicating with an information processing device that controls synchronous display of interview images on a guest terminal, which is an information processing device used by a guest user, and a host terminal, which is an information processing device used by a host user, In response to the case, Information on the interview phase, which divides the interview for one case into multiple stages, and Information indicating the current interview phase, Time allocation information corresponding to the interview phase, A database that stores at least Server device.

17. In response to an update request from the information processing device, the information indicating the current interview phase and the time allocation information corresponding to the interview phase can be updated. The server device according to claim 16.

Images