Information processing system, information processing apparatus, information processing method, and program

Abstract

To provide an information processing system that evaluates communication, such as business negotiations, and to evaluate communication while considering the content of the communication.SOLUTION: An information processing system has: an acquisition unit that acquires voices uttered by a participant and the other participants participating in communication; a calculation unit that calculates an index indicating the state of utterance in the communication on the basis of the uttered voices; and an evaluation unit that evaluates the communication on the basis of a result of the communication and a result of comparison between the calculated index and an index to be a reference.SELECTED DRAWING: Figure 5

Description

[Technical field]

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

[0002] 2. Description of the Related Art Conference systems in which content data such as video and audio is transmitted and received between a plurality of terminal devices to hold a conference or the like are in widespread use.

[0003] In addition, a sales activity support system is known that creates an evaluation report that evaluates the activities of a sales representative based on activity management information or sales case information, and creates advice information regarding the activities of the sales representative, and transmits these to a terminal device (see, for example, Patent Document 1). Summary of the Invention [Problem to be solved by the invention]

[0004] In the conventional technology disclosed in Patent Document 1, advice information is created regarding the activities of participants in business negotiations based on the number of successful business negotiations. However, in reality, even if a business negotiation is conducted well, the business negotiation may not be concluded. In the conventional technology, when evaluating communication such as business negotiations, the content of the communication cannot be taken into consideration in evaluating the communication.

[0005] One embodiment of the present invention has been made in consideration of the above problems, and makes it possible to evaluate communication, such as in business negotiations, by taking into account the content of the communication. [Means for solving the problem]

[0006] In order to solve the above problem, an information processing system according to one embodiment of the present invention has an acquisition unit that acquires speech sounds of a participant participating in a communication and other participants, a calculation unit that calculates an index indicating a speech situation of the communication based on the speech sounds, and an evaluation unit that evaluates the communication based on a result of the communication and a comparison result between the calculated index and a reference index. Effect of the Invention

[0007] According to one embodiment of the present invention, in an information processing system for evaluating communication such as business negotiations, it becomes possible to evaluate the communication taking into account the content of the communication. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an example of a system configuration of an information processing system according to an embodiment. [Diagram 2] FIG. 2 is a diagram illustrating another example of a system configuration of an information processing system according to an embodiment. [Diagram 3] FIG. 2 is a diagram illustrating an example of a hardware configuration of a computer according to an embodiment. [Figure 4] FIG. 2 is a diagram illustrating an example of a hardware configuration of a terminal device according to an embodiment. [Diagram 5] FIG. 1 is a diagram illustrating an example of a functional configuration of an information processing system according to an embodiment. [Figure 6] FIG. 4 is a diagram illustrating an example of a functional configuration of a data processing unit according to an embodiment. [Figure 7] 10 is a flowchart illustrating an example of processing of a terminal device according to an embodiment. [Figure 8] FIG. 11 is a diagram illustrating an example of a display screen of a terminal device according to an embodiment. [Figure 9] 1 is a flowchart illustrating an example of data processing according to an embodiment. [Figure 10] 1 is a flowchart (1) illustrating an example of an evaluation process according to the first embodiment. [Figure 11] FIG. 4 is a diagram for explaining an example of a fit rate according to the first embodiment. [Figure 12] FIG. 4 is a diagram showing an example of an evaluation message according to the first embodiment. [Figure 13] 11 is a flowchart (2) illustrating an example of the evaluation process according to the first embodiment. [Figure 14] FIG. 11 is a diagram for explaining an example of use of an evaluation result according to the second embodiment. [Figure 15] 13 is a flowchart showing an example of a process for creating an analysis report according to the second embodiment. [Figure 16] FIG. 11 is a diagram for explaining an example of a method for extracting negotiations to be managed according to the second embodiment. [Figure 17] FIG. 11 is a diagram illustrating an example of an analysis report according to the second embodiment. [Figure 18] FIG. 11 is a diagram showing an example of a confirmation screen according to the second embodiment. [Figure 19] 10 is a flowchart showing an example of audio reproduction processing according to the second embodiment. [Figure 20] 13 is a flowchart showing an example of a process for creating an analysis report according to the third embodiment. [Figure 21] FIG. 13 is a diagram illustrating an example of an analysis report according to the third embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

[0010] <System configuration> 1 and 2 are diagrams showing an example of a system configuration of an information processing system according to an embodiment. The information processing system 1 includes, as an example, an external system 3 connected to a communication network 2 such as the Internet or a LAN (Local Area network), an information processing device 10, a plurality of terminal devices 100a, 100b, 100c, 100d, and an administrator terminal 101. In the following description, when referring to any of the plurality of terminal devices 100a, 100b, 100c, 100d, and the like, the term "terminal device 100" is used.

[0011] The information processing system 1 is, for example, a system for evaluating online business negotiations (hereinafter simply referred to as "business negotiations") conducted by transmitting and receiving at least voice between a terminal device 100 and another terminal device 100. Note that the online business negotiations are one example, and business negotiations conducted face-to-face may also be used. In this case, it is desirable to acquire speech voices of a participant participating in the business negotiation and other participants by one terminal device 100. Furthermore, business negotiations are one example of communication, and may include, for example, face-to-face meetings, web conferences, remote medical care, face-to-face medical care, counseling, remote lectures, face-to-face lectures, school consultations, and the like. Here, the following description will be given assuming that the communication is business negotiations.

[0012] The terminal device 100 is a general-purpose information terminal such as a PC (Personal Computer), a tablet terminal, or a smartphone used by participants in a business negotiation. Alternatively, the terminal device 100 may be an electronic device having an online conference function such as a video conferencing device or an IWB (Interactive White Board). An IWB is an electronic whiteboard having a function of a blackboard that allows mutual communication, and is also called an electronic blackboard. Here, the following description will be given assuming that the terminal device 100 is a general-purpose information terminal as an example.

[0013] The external system 3 is a system that provides, for example, an online conference service, a sales support service, or an emotion recognition service. For example, a participant participating in a business negotiation can conduct a business negotiation with other participants through an online conference by using an online conference application installed in the terminal device 100, a web browser, or the like to access the online conference service provided by the external system 3. Note that in this embodiment, the online conference service provided by the external system 3 may be any online conference service.

[0014] Furthermore, the information processing device 10 can acquire various information, such as, for example, business negotiation case information, customer information, or sales member behavior information, from a sales support service provided by the external system 3. The sales support service is a service that supports sales activities, and is also called SFA (Sales Force Automation).

[0015] Furthermore, the information processing device 10 can acquire emotion information such as the motivation of participants who have participated in a business negotiation by using an emotion estimation service or the like provided by the external system 3. The emotion estimation service is a service that estimates emotions or changes in feelings from human voices, facial expressions, or the like by using emotion estimation AI (Artificial Intelligence), for example.

[0016] The information processing device 10 is, for example, an information processing device having a computer configuration, or a system including multiple computers. The information processing device 10 acquires speech sounds between a participant participating in a business negotiation and other participants, and evaluates the business negotiation based on the acquired speech sounds. Preferably, the information processing device 10 provides an analysis report to a manager or the like who manages multiple sales members, which indicates members who need guidance in business negotiations or members who need motivation support, based on the evaluation results of the business negotiations of multiple sales members.

[0017] The manager terminal 101 is an information terminal such as a PC, a tablet terminal, or a smartphone, which is used by a manager who manages multiple sales members. The manager can access the information processing device 10 using a web browser or the like provided in the manager terminal 101, and display the evaluation results of negotiations or analysis reports provided by the information processing device 10.

[0018] 1 is an example. For example, at least some of the online conference service, sales support service, and emotion estimation service provided by the external system 3 may be included in the information processing device 10. In this case, the information processing system 1 may not include the external system 3 as shown in FIG.

[0019] (Processing Overview) In the conventional technology disclosed in Patent Document 1, advice information is created regarding the activities of participants in business negotiations based on the number of successful business negotiations. However, in reality, even if a business negotiation is conducted well, it may not be possible to appropriately evaluate the business negotiation when the business negotiation is unsuccessful.

[0020] Therefore, the information processing system 1 according to the present embodiment acquires speech voices of participants (sales members) and other participants (customers) participating in the business negotiation, and calculates an index indicating the speech situation of the business negotiation based on the acquired speech voices. For example, the information processing system 1 calculates an index indicating the speech situation of the business negotiation (for example, turn density = number of turns / minute) based on the number of turns of the speech voice during the business negotiation.

[0021] Furthermore, the information processing system 1 evaluates unsuccessful negotiations based on the results of comparing the calculated index with a reference index. Here, the reference index is, for example, an index indicating speech information of the negotiation (e.g., turn density, etc.) calculated from multiple negotiations by sales members with good sales performance.

[0022] Preferably, the information processing system 1 evaluates failed business negotiations based on the result of comparing the calculated index with a reference index and whether the lead quality of the business negotiation is a hot lead or a cold lead. Here, a hot lead is a lead (prospect) who has a high interest in the product (goods or service) that is the subject of the business negotiation and is expected to close the business negotiation in the near future. On the other hand, a cold lead is a lead who has a low interest in the product that is the subject of the business negotiation and has a low desire to purchase at the present time.

[0023] Alternatively, the information processing system 1 may evaluate a failed business negotiation based on the result of comparing the calculated index with a reference index and the reason why the business negotiation was not concluded.

[0024] This allows the information processing system 1 to more appropriately evaluate a business negotiation when the negotiation is unsuccessful.

[0025] <Hardware configuration> (Computer hardware configuration) The external system 3, the information processing device 10, and the administrator terminal 101 each have, for example, a hardware configuration of a computer 300 as shown in Fig. 3. The external system 3 and the information processing device 10 may be realized by a plurality of computers 300. The terminal device 100 may also have, for example, a hardware configuration of the computer 300 as shown in Fig. 3.

[0026] Fig. 3 is a diagram showing an example of a hardware configuration of a computer according to an embodiment. For example, as shown in Fig. 3, a computer 300 includes a CPU (Central Processing Unit) 301, a ROM (Read Only Memory) 302, a RAM (Random Access Memory) 303, a HD (Hard Disk) 304, a HDD (Hard Disk Drive) controller 305, a display 306, an external device connection I / F (Interface) 307, a network I / F 308, a keyboard 309, a pointing device 310, a DVD-RW (Digital Versatile Disk Rewritable) drive 312, a media I / F 314, and a bus line 315.

[0027] Furthermore, when the computer 300 is the terminal device 100, the computer 300 further includes, for example, a microphone 321, a speaker 322, an audio input / output I / F 323, a CMOS (Complementary Metal Oxide Semiconductor) sensor 324, and an imaging element I / F 325.

[0028] Of these, the CPU 301 controls the overall operation of the computer 300. The ROM 302 stores programs used to start up the computer 300, such as an IPL (Initial Program Loader). The RAM 303 is used, for example, as a work area for the CPU 301. The HD 304 stores programs such as an OS (Operating System), applications, device drivers, and various data. The HDD controller 305 controls the reading and writing of various data from and to the HD 304, for example, under the control of the CPU 301. The HD 304 and the HDD controller 305 are examples of storage devices included in the computer 300.

[0029] The display 306 displays various types of information such as a cursor, a menu, a window, characters, or an image. The display 306 may be provided outside the computer 300. The external device connection I / F 307 is an interface for connecting various external devices to the computer 300. The network I / F 308 is an interface for connecting the computer 300 to the communication network 2 and communicating with other devices.

[0030] The keyboard 309 is a type of input means having a plurality of keys for inputting characters, numbers, various instructions, etc. The pointing device 310 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc. Note that the keyboard 309 and the pointing device 310 may be provided outside the computer 300.

[0031] The DVD-RW drive 312 controls reading and writing of various data from and to a DVD-RW 311, which is an example of a removable recording medium. The DVD-RW 311 is not limited to a DVD-RW, and may be another recording medium. The media I / F 314 controls reading and writing (storing) of data from and to a medium 313, such as a flash memory.

[0032] The microphone 321 is a built-in circuit that converts sound into an electrical signal. The speaker 322 is a built-in circuit that converts the electrical signal into physical vibrations to generate sound such as music or voice. The audio input / output I / F 323 is a circuit that processes input and output of audio signals between the microphone 321 and the speaker 322 under the control of the CPU 301.

[0033] The CMOS sensor 324 is a type of built-in imaging means that captures an image of a subject (e.g., a self-portrait) and obtains image data under the control of the CPU 301. Note that the computer 300 may have an imaging means such as a CCD (Charge Coupled Device) sensor instead of the CMOS sensor 324. The imaging element I / F 325 is a circuit that controls the driving of the CMOS sensor 324.

[0034] The bus line 315 includes an address bus, a data bus, and various control signals for electrically connecting the above-mentioned components.

[0035] (Terminal device hardware configuration) 4 is a diagram showing an example of a hardware configuration of a terminal device according to an embodiment. Here, an example of the hardware configuration of the terminal device 100 in the case where the terminal device 100 is an information terminal such as a smartphone or a tablet terminal will be described. Note that the terminal device 100 may be, for example, a video conferencing device or an electronic device having a computer configuration such as an IWB and an online conference function. In addition, the administrator terminal 101 may have the hardware configuration of the terminal device 100 as shown in FIG. 4.

[0036] In the example of FIG. 4, the terminal device 100 includes a CPU 401, a ROM 402, a RAM 403, a storage device 404, a CMOS sensor 405, an image sensor I / F 406, an acceleration / direction sensor 407, a media I / F 409, a GPS (Global Positioning System) receiver 410, and the like.

[0037] Of these, the CPU 401 executes a predetermined program to control the overall operation of the terminal device 100. The ROM 402 stores a program used to start up the CPU 401, such as an IPL. The RAM 403 is used as a work area for the CPU 401. The storage device 404 is a large-capacity storage device that stores programs such as an OS and applications, and various data, and is realized by, for example, an SSD (Solid State Drive) or a flash ROM.

[0038] The CMOS sensor 405 is a type of built-in imaging means that captures an image of a subject (mainly a self-portrait) under the control of the CPU 401 to obtain image data. The terminal device 100 may have an imaging means such as a CCD sensor instead of the CMOS sensor 405. The imaging element I / F 406 is a circuit that controls the driving of the CMOS sensor 405. The acceleration / direction sensor 407 is various sensors such as an electronic magnetic compass or gyrocompass that detects geomagnetism, and an acceleration sensor. The media I / F 409 controls the reading or writing (storage) of data from a media (storage media) 408 such as a flash memory. The GPS receiver 410 receives a GPS signal (positioning signal) from a GPS satellite.

[0039] The terminal device 100 also includes a long-distance communication circuit 411, an antenna 411a of the long-distance communication circuit 411, a CMOS sensor 412, an image sensor I / F 413, a microphone 414, a speaker 415, an audio input / output I / F 416, a display 417, an external device connection I / F 418, a short-distance communication circuit 419, an antenna 419a of the short-distance communication circuit 419, and a touch panel 420.

[0040] Of these, the long-distance communication circuit 411 is a circuit that communicates with other devices, for example, via the communication network 2. The CMOS sensor 412 is a type of built-in imaging means that captures an image of a subject and obtains image data under the control of the CPU 401. The image sensor I / F 413 is a circuit that controls the driving of the CMOS sensor 412. The microphone 414 is a built-in circuit that converts sound into an electrical signal. The speaker 415 is a built-in circuit that converts an electrical signal into physical vibrations to generate sound such as music or voice. The audio input / output I / F 416 is a circuit that processes the input and output of audio signals between the microphone 414 and the speaker 415 under the control of the CPU 401.

[0041] The display 417 is a type of display means such as a liquid crystal or organic EL (Electro Luminescence) that displays an image of a subject, various icons, etc. The external device connection I / F 418 is an interface for connecting various external devices. The short-distance communication circuit 419 includes a circuit for performing short-distance wireless communication. The touch panel 420 is a type of input means that allows a user to operate the terminal device 100 by pressing the display 417.

[0042] The terminal device 100 also includes a bus line 421. The bus line 421 includes an address bus, a data bus, and the like for electrically connecting the components such as the CPU 401 shown in FIG.

[0043] 4 is an example of the hardware configuration of the terminal device 100. The terminal device 100 may have various other hardware configurations as long as it has a computer configuration, a communication circuit, a display, a microphone, a speaker, and the like.

[0044] <Functional configuration> Next, a description will be given of an example of the functional configuration of the information processing system 1. Fig. 5 is a diagram showing an example of the functional configuration of the information processing system according to an embodiment. Here, the following description will be given assuming that the information processing system 1 has the system configuration shown in Fig. 1.

[0045] (Functional configuration of terminal device) Here, the following description will be given on the assumption that the terminal device 100 has the hardware configuration of a computer 300 as shown in FIG.

[0046] The terminal device 100 realizes the functional configuration of the terminal device 100 as shown in FIG. 5 by the CPU 301 executing a program stored in a storage medium such as the HD 304, the DVD-RW 311, or the medium 313. In the example of FIG. 5, the terminal device 100 has a communication unit 501, a conference control unit 502, an audio transmission unit 503, a display control unit 504, and an operation reception unit 505. At least a part of the above functional configurations may be realized by hardware. In FIG. 5, the terminal devices 100b,... may have any functional configuration as long as they can hold an online conference with the terminal device 100a via the communication network 2 and the external system 3, etc.

[0047] The communication unit 501, for example, uses the network I / F 308 or the like to connect the terminal device 100 to the communication network 2, and executes communication processing to communicate with other devices, such as an external system 3, an information processing device 10, or other terminal devices 100.

[0048] The conference control unit 502 executes a series of processes related to the online conference, such as connecting to the online conference, transmitting and receiving the conference video (or conference audio) of the online conference, and inputting and outputting the conference video (or conference audio), etc. The processes executed by the conference control unit 502 may be the same as those of a general online conference.

[0049] The voice transmitting unit 503 executes a voice transmitting process to acquire the speech of the participant participating in a business negotiation using an online conference and the speech of other participants participating in the same business negotiation, and transmits the speech to the information processing device 10. For example, the voice transmitting unit 503 acquires the speech (speech of the participant) acquired by the microphone and the speech (speech of other participants) output from the speaker from the sound input / output I / F 323 or the like, and transmits the acquired speech (voice data) to the information processing device 10. In this way, the information processing device 10 can acquire the speech of the participant participating in a business negotiation using an arbitrary online conference service, and the speech of other participants.

[0050] However, without being limited thereto, the voice transmitting unit 503 may acquire the speech voice of the participant and the speech voice of other participants from the conference control unit 502 or the like, and transmit the acquired speech voice (voice data) to the information processing device 10. Note that the voice transmitting unit 503 is realized, for example, by the CPU 301 executing an application program (hereinafter referred to as an app) for the information processing system 1.

[0051] The display control unit 504 executes a display control process for displaying a display screen on a display unit such as the display 306. The operation reception unit 505 executes an operation reception process for receiving operations by participants using an input device such as the keyboard 309 or the pointing device 310. The conference control unit 502, the display control unit 504, and the operation reception unit 505 are realized by, for example, a web browser included in the terminal device 100.

[0052] (Functional configuration of information processing device) The information processing device 10 realizes each functional configuration of the information processing device 10 as shown in Fig. 5 by the CPU 301 or the like executing a program stored in a storage medium such as the HD 304, the DVD-RW 311, or the medium 313. In the example of Fig. 5, the information processing device 10 has functional configurations such as a communication unit 511, an acquisition unit 512, a data processing unit 513, an information management unit 514, an evaluation unit 515, a proposal unit 516, a provision unit 517, and an output unit 518. Note that at least a part of each of the above functional configurations may be realized by hardware.

[0053] Furthermore, the information processing device 10 realizes a storage unit 519 by using storage devices such as the HD 304 and the HDD controller 305, for example.

[0054] The communication unit 511 connects the information processing device 10 to the communication network 2 using the network I / F 308 or the like, and executes communication processing for communicating with other devices such as the terminal device 100 and the administrator terminal 101.

[0055] The acquisition unit 512 executes an acquisition process to acquire the speech voices (speech data) of the participant participating in the communication and the other participants. As a specific example, when the communication is a business negotiation, the acquisition unit 512 acquires the speech voices of the participant participating in the business negotiation and the other participants. For example, the acquisition unit 512 acquires the speech voices of the participant and the other participants transmitted by the voice transmission unit 503 of the terminal device 100a used by the participant.

[0056] The data processing unit 513 performs data processing on the speech voices (voice data) of the participant and other participants acquired by the acquisition unit 512. The data processing unit 513 includes, for example, a conversation voice creation unit 601, a calculation unit 602, etc., as shown in FIG.

[0057] The conversation voice creation unit 601 executes a conversation voice creation process that synthesizes the participant's speech voice acquired by the acquisition unit 512 with the speech voice of other participants to create a conversation voice including the participant's speech voice and the speech voice of other participants.

[0058] The calculation unit 602 executes a calculation process to calculate an index indicating an utterance situation of a communication based on the utterance voices of the participant and other participants acquired by the acquisition unit 512. As a specific example, when the communication is a business negotiation, the calculation unit 602 calculates an index indicating an utterance situation of the business negotiation based on the utterance voices of the participant and other participants acquired by the acquisition unit 512. For example, the calculation unit 602 calculates the number of turns and turn density (number of turns / minute) of the business negotiation (communication) from the conversation voice created by the conversation voice creation unit 601. Here, a turn is one utterance from when one speaker starts speaking to when he or she finishes speaking, and is also called a speaker change or a speaking order.

[0059] Furthermore, the calculation unit 602 calculates the speech volume of the participant and the other participants from the conversation voice created by the conversation voice creation unit 601. Preferably, the calculation unit 602 calculates the speech volume of the participant and the speech volume of the other participants for each predetermined period (for example, about several seconds to several tens of minutes) by calculating a moving average of the speech volume of the participant and the speech volume of the other participants. Note that the turn density and the speech volume are examples of indices indicating the speech state of communication.

[0060] The information management unit 514 executes information management processing to acquire various information, such as business negotiation case information, customer information, or sales member behavior information, from sales support services provided by the external system 3, and store the information in the memory unit 519, etc.

[0061] The evaluation unit 515 executes an evaluation process for evaluating the communication based on the result of the communication and the comparison result between the index indicating the speech state of the communication calculated by the calculation unit 602 and the reference index. For example, when the result of the communication is poor (when the communication does not go well), the evaluation unit 515 executes an evaluation process for evaluating the communication based on the comparison result between the calculated index indicating the speech information of the communication and the reference index.

[0062] For example, when the communication is a business negotiation, the evaluation unit 515 evaluates the business negotiation based on the result of the business negotiation and the comparison result between the calculated index and the reference index. As a specific example, when the business negotiation is unsuccessful, the evaluation unit 515 evaluates the business negotiation based on the comparison result of the turn density of the business negotiation with the reference turn density and the reason why the business negotiation was unsuccessful. Alternatively, when the business negotiation is unsuccessful, the evaluation unit 515 may evaluate the business negotiation based on the comparison result of the turn density of the business negotiation with the reference turn density and whether the lead quality of the consultation is a hot lead or a cold lead. Details of the evaluation process performed by the evaluation unit 515 will be described later.

[0063] Examples of poor results from communication (when things do not go well) include failure to conclude a business deal, failure of a meeting, and having to conduct counseling again.

[0064] The proposal unit 516 has a proposal unit that proposes management for the participant based on the evaluation result of the multiple business negotiations that the participant participated in by the evaluation unit 515. For example, the proposal unit 516 extracts a business negotiation to be managed from among the multiple business negotiations based on the evaluation result of the multiple business negotiations that the participant participated in, and proposes management for the participant based on the business negotiation to be managed.

[0065] For example, the suggestion unit 516 presents to the manager, etc., an analysis report proposing guidance for a member who needs guidance in business negotiations among multiple members managed by the manager, etc. Also, the suggestion unit 516 presents to the manager, etc., an analysis report proposing care for a member who, among multiple members managed by the manager, etc., is able to conduct business negotiations well but has failed to conclude the business negotiations.

[0066] The providing unit 517 executes a providing process for providing a display screen that displays the speech status of the participant and other participants in chronological order based on the speech voice of the business negotiation to be managed extracted by the proposing unit 516. For example, the providing unit 517 causes the manager terminal 101 or the like to display a display screen that displays the speech volume of the participant and other participants in chronological order. The speech volume is an example of the speech status. The speech status may be expressed, for example, by speech speed, conversation density, turn density, or the like.

[0067] The output unit 518 executes an output process of outputting the speech content of a selected portion from the speech situations of the participant and other participants displayed on the display screen by the providing unit 517. For example, the output unit 518 plays back the speech voice of a selected portion from the speech situations of the participant and other participants. Note that the output unit 518 may display, for example, in a chat format, a character string obtained by converting the speech voice into text, instead of (or in addition to) playing back the speech voice.

[0068] The memory unit 519 stores various information, data, programs, etc., such as the speech voice acquired by the acquisition unit 512, the conversation voice and indicators created by the data processing unit 513, the information acquired by the information management unit 514, and the evaluation results of the evaluation unit 515.

[0069] (Functional configuration of administrator terminal) The administrator terminal 101 realizes each functional configuration of the administrator terminal 101 as shown in Fig. 5 by the CPU 301 executing a program stored in a storage medium such as the HD 304, the DVD-RW 311, or the medium 313. In the example of Fig. 5, the administrator terminal 101 has the functional configuration of the administrator terminal 101 such as a communication unit 521, a display control unit 522, and an operation reception unit 523. Note that at least a part of each of the above functional configurations may be realized by hardware.

[0070] The communication unit 521 connects the administrator terminal 101 to the communication network 2 using, for example, the network I / F 308, and executes communication processing for communicating with other devices such as the information processing device 10, for example.

[0071] The display control unit 522 executes, for example, a display control process for displaying a display screen provided from the information processing device 10 or the like on a display unit such as the display 306. The operation acceptance unit 523 executes, for example, an operation acceptance process for accepting an operation by an administrator or the like on the display screen displayed by the display control unit 522. Note that the display control unit 522 and the operation acceptance unit 523 may be realized by, for example, a web browser or the like provided in the administrator terminal 101. For example, the administrator terminal 101 may be a general-purpose information terminal or the like provided with a web browser.

[0072] The functional configuration of the information processing system 1 shown in Fig. 5 is an example. For example, the functions of the external system 3 may be possessed by the information processing device 10. At least a part of the functional configuration of the information processing device 10 may be possessed by the terminal device 100, the administrator terminal 101, or the like. Furthermore, at least a part of the functional configuration of the terminal device 100 may be possessed by the information processing device 10, the external system 3, or the like. In short, each functional configuration of the information processing system 1 shown in Fig. 5 may be possessed by any of the devices included in the information processing system 1.

[0073] <Processing flow> Next, the process flow of the information processing method according to this embodiment will be described.

[0074] (Terminal device processing) Fig. 7 is a flowchart showing an example of processing of a terminal device according to an embodiment. This processing shows an example of processing executed by a terminal device 100 (for example, the terminal device 100a) having the functional configuration described in Fig. 5. At the start of the processing shown in Fig. 7, the terminal device 100 (for example, the terminal device 100a) used by a participant participates in a business negotiation using the same online conference as a terminal device (for example, the terminal device 100b) used by another participant, and is in a state where at least a voice conversation is possible.

[0075] In step S701, when the operation receiving unit 505 receives an operation to start recording of conversation voice, the terminal device 100 executes the processes in step S702 and thereafter.

[0076] Fig. 8 is a diagram showing an example of an operation screen of a terminal device according to an embodiment. The terminal device 100 can display, for example, an operation screen as shown in Fig. 8(A) or Fig. 8(B) by executing an application corresponding to the information processing system 1. In addition, a participant can start recording of conversation voice by selecting a "record" button 811 on an operation screen 810 as shown in Fig. 8(A), for example.

[0077] In step S702, the voice transmitting unit 503 acquires the speech voice of the participant participating in the business negotiation and the speech voice of other participants participating in the same business negotiation, and starts a speech voice transmission process to transmit the acquired speech voice to the information processing device 10.

[0078] In step S703, the operation receiving unit 505 determines whether or not a recording stop operation has been received. When a participant selects a "record" button 811 on an operation screen 810 as shown in Fig. 8(A), the terminal device 100 displays, for example, an operation screen 820 as shown in Fig. 8(B). In addition, a participant can perform a recording stop operation by selecting a "stop" button 821 on the operation screen 820 as shown in Fig. 8(B), for example.

[0079] If an operation to stop recording has been received, the operation receiving unit 505 shifts the process to step S704. On the other hand, if an operation to stop recording has not been received, the operation receiving unit 505 repeatedly executes, for example, the process of step S703.

[0080] In step S704, the voice transmitting unit 503 stops or ends the transmission process of the uttered voice. By the process of FIG.

[0081] (Data Processing) Fig. 9 is a flowchart showing an example of data processing according to an embodiment. This processing shows an example of data processing executed by the information processing device 10 when the terminal device 100 receives participants and their speech sounds to be transmitted to the information processing device 10 by the processing of the terminal device described in Fig. 7.

[0082] In step S901, when the acquisition unit 512 starts receiving the speech voices of the participant and other participants transmitted by the terminal device 100, the information processing device 10 executes the processes in and after step S902.

[0083] In step S902, the data processing unit 513 detects and stores turns of the speech voices of the participant and other participants acquired by the acquisition unit 512. For example, the data processing unit 513 stores one utterance as one turn from the speech voices of the participant and other participants in the storage unit 519 or the like with a timestamp.

[0084] In step S903, the data processing unit 513, for example, in parallel with the process of step S902, calculates and stores the speech volumes of the participant and other participants acquired by the acquisition unit 512. For example, the data processing unit 513 attaches a timestamp to the calculated speech volumes and stores them in the storage unit 519 or the like.

[0085] In step S904, the acquisition unit 512 determines whether the reception of the speech voice has been stopped. If the reception of the speech voice has not been stopped, the information processing device 10 executes the processes of steps S902 to S904 again. On the other hand, if the reception of the speech voice has been stopped, the acquisition unit 512 shifts the process to step S905.

[0086] When proceeding to step S905, the data processing unit 513 synthesizes the speech voice of the participant acquired by the acquisition unit 512 with the speech voice of the other participants to create a conversation voice including the speech voice of the participant and the speech voice of the other participants.

[0087] In step S906, the data processing unit 513 calculates an index indicating the speech state of the participant and the other participants. For example, the data processing unit 513 calculates the moving average of the speech volume of the participant for each predetermined period from the speech volume data of the participant at each time point of the business negotiation. Similarly, the data processing unit 513 calculates the moving average of the speech volume of the other participants for each predetermined period from the speech volume data of the other participants at each time point of the business negotiation.

[0088] Furthermore, the data processing unit 513 calculates a turn density (e.g., turns / minute) that is the number of turns per unit time, from the data of turns of speech voice stored in the storage unit 519 etc. Note that the speech volume of the participant per given time, the speech volume of the other participants per given time, and the turn density are examples of indices that indicate the speech situation of the participant and the other participants.

[0089] In step S907, the data processing unit 513 stores the calculated index and the created conversational voice in the storage unit 519 or the like.

[0090] Through the process of FIG. 9, the information processing device 10 can acquire the speech sounds of the participant and other participants participating in the business negotiation, as well as indicators indicating the speech situations of the participant and other participants, and store them in the memory unit 519 or the like.

[0091] [First embodiment] Next, the evaluation process according to the first embodiment will be described.

[0092] (Evaluation process 1) Fig. 10 is a flowchart (1) showing an example of evaluation processing according to the first embodiment. This processing shows an example of evaluation processing in which the information processing device 10 evaluates a business negotiation to be evaluated. It is assumed that at the start of the processing in Fig. 10, the information processing device 10 has already executed the data processing described in Fig. 9.

[0093] In step S1001, the evaluation unit 515 of the information processing device 10 acquires information on the business negotiation to be evaluated from the information management unit 514. This business negotiation information includes, for example, information on the participants (sales representatives) who participated in the business negotiation and other participants (customers), the business negotiation result (whether the business negotiation was concluded or not, and if not, the reason for the failure), etc.

[0094] In step S1002, the evaluation unit 515 acquires, from the storage unit 519 or the like, the conversation voice and the index of the business negotiation to be evaluated.

[0095] In step S1003, the evaluation unit 515 judges whether the business negotiation has been concluded based on the acquired information on the business negotiation. If the business negotiation has been concluded, the evaluation unit 515, for example, does not perform an evaluation and ends the processing of Fig. 10. On the other hand, if the business negotiation has not been concluded (if the business negotiation has not been concluded), the evaluation unit 515 shifts the processing to step S1004.

[0096] In step S1004, the evaluation unit 515 determines whether the lead quality of the business deal is a hot lead based on the acquired information about the business deal.

[0097] As an example, the evaluation unit 515 judges whether a lead (prospect) is a hot lead with a high willingness to purchase or a cold lead with a low willingness to purchase based on the reason for the failure of the business negotiation contained in the acquired business negotiation information. For example, if the reason for the failure of the business negotiation is due to some of the contract conditions, such as "cost," "concerns about the contract period," "currently under contract with another company's media," or "no track record of hiring foreigners," the evaluation unit 515 judges the lead to be a hot lead. On the other hand, if the reason for the failure of the business negotiation is "currently satisfied," "information gathering," or "no contact," such that the possibility of the business negotiation being successful even if the contract conditions are revised, the evaluation unit 515 judges the lead to be a cold lead.

[0098] As another example, the acquired information on the business negotiation may include information indicating whether the lead quality of the business negotiation is a hot lead or a cold lead. In this case, the evaluation unit 515 judges whether the lead quality of the business negotiation is a hot lead or a cold lead from the acquired information on the business negotiation.

[0099] If the lead quality is not a hot lead (if the lead quality is a cold lead), the evaluation unit 515 transitions the process to step S1005. On the other hand, if the lead quality is a hot lead, the evaluation unit 515 transitions the process to step S1008.

[0100] In step S1005, the evaluation unit 515 determines whether the fit rate of the turn density of the negotiation to be evaluated is 90% or more.

[0101] FIG. 11 is a diagram for explaining an example of the fit rate according to the first embodiment. Table 1101 in FIG. 11 illustrates the relationship between turn density (number of turns / minute), winning rate, number of negotiations, and number of orders in negotiations in which multiple sales representatives a to f participated. According to this table 1101, it can be seen that the winning rates of sales representatives a, b, and f, who have a relatively high turn density, are higher than those of sales representatives c, d, and e, who have a relatively low turn density. In particular, this tendency is remarkable when comparing sales representatives a and b with sales representatives c and d. Note that while the winning rate of sales representative e, who has a relatively low turn density, is relatively high, it was found from the results of an interview that sales representative e's winning rate is high because of his thorough follow-up after negotiations.

[0102] If we exclude sales representative e, who has a relatively high success rate in post-negotiation follow-ups, the turn density (number of turns / minute) of sales negotiations is relatively high, and sales representatives a, b, and f have high success rates. This suggests that there is a correlation between the turn density of sales negotiations and the success of sales negotiations.

[0103] Therefore, the evaluation unit 515 in this embodiment evaluates the negotiation based on the fit rate, which indicates how well the turn density of the negotiation being evaluated matches the turn density of the negotiation between sales representatives a and b, who have relatively high turn density and order rate, "13.689."

[0104] For example, the evaluation unit 515 determines the fit rate from the turn density of the negotiation to be evaluated by assuming that the turn density of "13.689 or more" of the negotiation of sales representatives a and b, who have a relatively high success rate, is 100% as shown in Table 1102. In the example of Table 1102, if the turn density of the negotiation to be evaluated is "12.3", the fit rate is "90%", and if the turn density is "7.1", the fit rate is "52%".

[0105] The evaluation unit 515 may calculate the number of fits not only from the turn density (number of turns / minute) but also from, for example, the number of turns per hour, the number of turns during a business negotiation, etc. Here, returning to FIG. 10, the explanation of the flowchart will be continued.

[0106] In step S1005, if the fit rate is 90% or more, the evaluation unit 515 shifts the process to step S1006. On the other hand, if the fit rate is less than 90%, the evaluation unit 515 shifts the process to step S1007. Note that the fit rate "90%" is an example of a threshold value, and may be a value other than "90%".

[0107] When the process proceeds to step S1006, the evaluation unit 515 evaluates the sales negotiation to be evaluated as "Type A." For "Type A," the sales negotiation was not concluded (no contract was concluded) due to poor lead quality, but since the fit rate was high, it is considered that there was no problem with the sales negotiation. In this case, the evaluation unit 515 may output an evaluation message such as "The sales negotiation was conducted as per the standard, although the sales negotiation was lost due to poor lead quality" based on a table 1200 as shown in FIG. 12, for example.

[0108] When the process proceeds to step S1007, the evaluation unit 515 evaluates the negotiation to be evaluated as "Type B." "Type B" is a negotiation with poor lead quality and an insufficient fit rate, so there may have been a problem with the negotiation. In this case, the evaluation unit 515 does not need to output a particular message based on, for example, a table 1200 as shown in FIG.

[0109] In step S1008, the evaluation unit 515 judges whether the fit rate of the turn density of the negotiation to be evaluated is 90% or more. If the fit rate is 90% or more, the evaluation unit 515 shifts the process to step S1009. On the other hand, if the fit rate is less than 90%, the evaluation unit 515 shifts the process to step S1010.

[0110] When the process proceeds to step S1009, the evaluation unit 515 evaluates the business negotiation to be evaluated as "Type C." Since "Type C" has high lead quality and a high fit rate, there is a possibility that there is a problem with the product. In this case, the evaluation unit 515 may output an evaluation message such as "The business negotiation is conducted according to a formula, so there may be a problem with the product" based on a table 1200 as shown in FIG. 12, for example.

[0111] When the process proceeds to step S1010, the evaluation unit 515 evaluates the business negotiation to be evaluated as "Type D." Since "Type D" has high lead quality and a low fit rate, there may have been a problem with the business negotiation. In this case, the evaluation unit 515 may output an evaluation message such as "There is an issue with the way the members proceed with the business negotiation" based on a table 1200 as shown in FIG. 12, for example.

[0112] By the process of FIG. 13, the information processing device 10 can more appropriately evaluate the business negotiation even when the business negotiation is unsuccessful.

[0113] (Evaluation process 2) Fig. 13 is a flowchart (2) showing an example of the evaluation process according to the first embodiment. This process shows another example of the evaluation process in which the information processing device 10 evaluates the business negotiation to be evaluated. It is assumed that at the start of the process in Fig. 13, the information processing device 10 has already executed the data processing described in Fig. 9.

[0114] Among the processes shown in FIG. 13, the processes in steps S1001 to S1010 are similar to the processes in steps S1001 to S1010 described in FIG. 10, and therefore will not be described here.

[0115] In step S1003, if the business negotiation to be evaluated is concluded, the evaluation unit 515 shifts the process to step S1301.

[0116] In step S1301, the evaluation unit 515 determines whether or not the participants who participated in the business negotiation changed the customer's (other participants') opinion. If the customer's opinion has changed, the evaluation unit 515 transitions the process to step S1302. On the other hand, if the customer's opinion has not changed, the evaluation unit 515 ends the process of FIG. 13.

[0117] When the process proceeds to step S1302, the evaluation unit 515 evaluates the business negotiation to be evaluated as "Type E." It is considered that a business negotiation of "Type E" was concluded because the participants changed the customer's thinking. In this case, the evaluation unit 515 may output an evaluation message such as "This was a good business negotiation that changed the customer's thinking."

[0118] In this manner, the information processing device 10 may evaluate not only unsuccessful business negotiations but also successful business negotiations.

[0119] [Second embodiment] Fig. 14 is a diagram for explaining an example of use of the evaluation result according to the second embodiment. As an example, the evaluation result obtained by the evaluation process according to the first embodiment explained in Fig. 13 may be notified to a plurality of sales representatives (hereinafter referred to as members) managed by an administrator or the like, or may be notified to an administrator or the like who manages a plurality of members.

[0120] As another example, the information processing system 1 may create an analysis report 1402 including evaluation results of business negotiations in which each member participated, based on multiple business negotiations 1401 in which each member participated, and make management suggestions to a manager or the like, as shown in Fig. 14. This allows a manager or the like to easily determine, for example, members (or business negotiations) that require guidance or members whose motivation needs attention from the analysis report 1402, without having to check all the business negotiations. In the second embodiment, the process of creating an analysis report will be described.

[0121] (Analysis report creation process) FIG. 15 is a flowchart illustrating an example of a process for creating an analysis report according to the second embodiment.

[0122] In step S1501, the proposal unit 516 of the information processing device 10 executes the process 1500 of steps S1502 to S1505 for each member managed by the administrator or the like.

[0123] In step S1502, the proposal unit 516 acquires information on multiple business negotiations in which the member participated.

[0124] In step S1503, the proposal unit 516 acquires the evaluation results of each business negotiation in which the member participated. For example, the proposal unit 516 acquires the evaluation results of each business negotiation in which the member participated that are stored by the evaluation unit 515 in the memory unit 519, etc. Note that if the evaluation results of each business negotiation evaluated by the evaluation unit 515 are not stored in the memory unit 519, etc., the proposal unit 516 uses the evaluation unit 515 to evaluate each business negotiation in which the member participated and acquires the evaluation results.

[0125] In step S1504, the proposal unit 516 extracts negotiations to be managed from the information and evaluation results of each negotiation.

[0126] FIG. 16 is a diagram for explaining an example of a method for extracting business negotiations to be managed according to the second embodiment. As an example, as shown in FIG. 16, the suggestion unit 516 divides the evaluation results of each business negotiation in which the member participated into types A to D. The suggestion unit 516 also determines the type with the largest number of business negotiations (type C in the example of FIG. 16) as the type of the member. Furthermore, the suggestion unit 516 picks out one business negotiation from the type of the member and determines it as "a business negotiation to be managed."

[0127] For example, the suggestion unit 516 may pick up a business deal with the lowest fit rate or a business deal with a medium fit rate based on the fit rate. Alternatively, the suggestion unit 516 may randomly pick up one business deal from multiple business deals, or may pick up the latest interview.

[0128] In step S1505, the suggestion unit 516 acquires motivation information of the member. For example, the suggestion unit 516 may acquire the motivation information of the member from a sales support service or the like provided by the external system 3. Alternatively, the suggestion unit 516 may utilize an emotion estimation service or the like provided by the external system 3 to estimate the motivation of the member using the member's spoken voice or the like.

[0129] When the process 1500 of steps S1502 to S1505 is completed for a plurality of members managed by an administrator or the like, the proposal unit 516 executes the process of step S1506.

[0130] In step S1506, the proposal unit 516 creates an analysis report 1700, for example, as shown in FIG. 17, based on the evaluation results of the business negotiations to be managed by each member.

[0131] Fig. 17 is a diagram showing an example of an analysis report according to the second embodiment. This diagram shows an example of an analysis report 1700 that the proposal unit 516 causes to be displayed on the manager terminal 101 or the like. In the example of Fig. 17, the analysis report 1700 includes information such as items such as "members," "number of negotiations," "lost rate," "fit rate," "management proposals," "proposals to be managed," and "good proposals."

[0132] "Members" is information showing the names of members managed by an administrator, etc. Preferably, pictograms 1701 showing each member's motivation and changes in motivation are displayed next to the member's names, etc. This allows the administrator, etc. to easily grasp each member's motivation and changes in motivation.

[0133] The "number of negotiations" is information indicating, for example, the number of negotiations in which each member participated within a specified period (for example, within one week). The "number of lost sales" is information indicating the number of negotiations in which each member participated that did not result in an order. For example, the proposal unit 516 obtains information on the "number of negotiations" and the "number of lost sales" from the information on the negotiations obtained in step S1502 of FIG. 5.

[0134] "Management proposal" is information proposing management to each member. In the example of Fig. 17, the proposing unit 516 makes the evaluation result of the business negotiation to be managed, extracted in step S1504 of Fig. 15, into a management proposal.

[0135] In "business negotiations to be managed", link information 1702 for displaying a confirmation screen for confirming the details of the business negotiations to be managed extracted in step S1504 of Fig. 15 is displayed. For example, an administrator or the like can select link information 1702 corresponding to the business negotiation to be confirmed, thereby causing a confirmation screen 1800 as shown in Fig. 18 to be displayed on the administrator terminal 101 or the like.

[0136] Fig. 18 is a diagram showing an example of a confirmation screen according to the second embodiment. In the example of Fig. 18, a confirmation screen 1800 displays a display screen 1810 that displays, in chronological order, a speech state 1811 of a participant (member a) who participated in the business negotiation and a speech state 1812 of another participant (customer N).

[0137] The administrator or the like can move the bar 1813 indicating the playback position by moving the button 1814 for setting the playback position to the left or right. In addition, the administrator or the like can play back the speech of the participant or other participants from the position of the bar 1813 indicating the playback position by selecting the playback button 1815.

[0138] Preferably, the suggestion unit 516 may display characters 1820 converted from the spoken voice, for example in a chat format, in addition to (or instead of) playing back the spoken voice of the participant or other participants from the position of the bar 1813 indicating the playback position.

[0139] Preferably, the suggestion unit 516 may display a marker 1816 at a point in time when the speech volume of the participant's speech situation 1811 or the speech situation 1812 of another participant becomes louder, when the turn density becomes higher, or when the speech rate becomes faster. Alternatively, the suggestion unit 516 may display a marker 1816 at a point that becomes an issue during a business negotiation.

[0140] A confirmation screen 1800 as shown in FIG. 18 allows the manager or the like to easily confirm the details of the business negotiations that he or she is to manage.

[0141] (Speech playback processing) Fig. 19 is a flowchart showing an example of a conversation voice reproduction process according to the second embodiment. This process shows an example of a process executed by the information processing device 10 when link information 1702 is selected in an analysis report 1700 as shown in Fig. 17, for example.

[0142] In step S1901, the providing unit 517 obtains the conversation voice of the target business negotiation and an index indicating the speech situation. For example, the providing unit 517 obtains the conversation voice and the index stored by the evaluation unit 515 in step S907 of FIG. 9 from the storage unit 519, etc.

[0143] In step S1902, the providing unit 517 provides a display screen showing indicators indicating speech situations of the business negotiation in chronological order. For example, the providing unit 517 causes the manager terminal 101 or the like to display a display screen 1810 showing speech situations 1811 of the participants who participated in the business negotiation and speech situations 1812 of other participants in chronological order, as shown in FIG.

[0144] In step S1903, the output unit 518 determines whether or not a playback position designation operation has been received. For example, when an administrator or the like moves button 1814 for setting a playback position on a confirmation screen 1800 as shown in Fig. 18, the output unit 518 determines that a playback position designation operation has been received. When a playback position designation operation has been received, the output unit 518 shifts the process to step S1904. On the other hand, when a playback position designation operation has not been received, the output unit 518 executes the process of step S1903 again.

[0145] When the process proceeds to step S1904, the output unit 518 acquires the time t corresponding to the specified playback position. For example, when an administrator or the like moves a button 1814 for setting a playback position on a confirmation screen 1800 as shown in Fig. 18, the providing unit 517 moves a bar 1813 indicating the playback position to the set position. In addition, the output unit 518 acquires the time t corresponding to the position of the bar 1813 indicating the playback position.

[0146] In step S1905, the output unit 518 determines whether or not a playback operation of the conversation voice has been accepted. For example, when an administrator or the like selects the playback button 1815 on a confirmation screen 1800 as shown in Fig. 18, the output unit 518 determines that the playback operation has been accepted. If the playback operation has been accepted, the output unit 518 shifts the process to step S1906. On the other hand, if the playback operation has not been accepted, the output unit 518 returns the process to step S1903, for example.

[0147] In step S1906, the output unit 518 plays the conversation voice (the participant's speech voice or the speech voice of another participant) from the acquired time t. For example, the output unit 518 transmits audio data of the conversation voice from time t onwards to the administrator terminal 101, thereby causing the administrator terminal 101 to output the conversation voice from time t onwards.

[0148] In step S1907, the information processing device 10 determines whether or not the administrator or the like has closed the display screen. If the display screen has not been closed, the information processing device 10 returns the process to step S1903. On the other hand, if the display screen has been closed, the information processing device 10 ends the process of FIG.

[0149] Through the processing of FIG. 19, the information processing system 1 can display a confirmation screen 1800 as shown in FIG. 18 and play back the speech of the participant who participated in the business negotiation or other participants from a position specified by an administrator, etc.

[0150] 19 is just an example. For example, the output unit 518 may execute the processes of steps S1903 and S1904 and the processes of steps S1905 and S1906 in parallel.

[0151] [Third embodiment] In the example of FIG. 17, the proposal unit 516 displays the evaluation results of the business negotiation by the evaluation unit 515 in the “Management proposal” section of the analysis report 1700 .

[0152] However, this is just one example. For example, the suggestion unit 516 may suggest management for the member based on the evaluation result of the business negotiation by the evaluation unit 515 and the motivation of the member.

[0153] (Analysis report creation process) Fig. 20 is a flowchart showing an example of a process for creating an analysis report according to the third embodiment. Note that, among the processes shown in Fig. 20, the processes in steps S1501 to S1506 are similar to the processes in steps S1501 to S1506 described in Fig. 15, and therefore the description thereof will be omitted here.

[0154] When the process 1500 of steps S1502 to S1505 is completed for a plurality of members managed by an administrator or the like, the proposal unit 516 executes the processes of steps S2001 and S2002.

[0155] In step S2001, the proposing unit 516 creates a management proposal based on the evaluation results of the business negotiation to be managed and the motivation of the members.

[0156] In step S2002, the proposal unit 516 creates an analysis report including the created management proposal. For example, the proposal unit 516 creates an analysis report 2100 as shown in FIG.

[0157] Fig. 21 is a diagram showing an example of an analysis report according to the third embodiment. Similar to the analysis report 1700 described in Fig. 17, the analysis report 2100 shown in Fig. 21 includes information such as "members", "number of negotiations", "lost rate", "fit rate", "management proposals", "proposals to be managed", and "good proposals" as items. Of these, the information other than "management proposals" may be similar to that of the analysis report 1700 described in Fig. 17.

[0158] In addition, in the "Management Proposal" section, in addition to the evaluation results 2101 of the business negotiations to be managed extracted in step S1504 of FIG. 15, a management proposal 2102 that takes into account the motivation 2104 of the members is displayed.

[0159] For example, in Figure 21, member A has a high fit rate and is therefore considered to have been conducting good sales negotiations. However, due to poor lead quality (many cold leads), sales negotiations are not being concluded, and there is a possibility that motivation is declining.

[0160] In this case, no guidance is required for the member A on business negotiations, but it is desirable for the manager or the like to take care of the member A so that his motivation does not drop. Therefore, the suggestion unit 516 displays, for example, a message such as "Listen to good business negotiations and give them an evaluation" as a management suggestion 2102 taking into account the member's motivation 2104.

[0161] In this case, it is preferable that the suggestion unit 516 displays, in the analysis report 2100, link information 2105 for displaying a confirmation screen for "good business negotiations" instead of "business negotiations to be managed."

[0162] 21, member b has a relatively low fit rate, and is therefore considered to have a problem with the way negotiations are conducted. However, member b's motivation has not decreased, and it is desirable for the manager or the like to provide guidance on how to conduct negotiations as soon as possible. Therefore, the suggestion unit 516 displays, for example, a message such as "Please listen to the negotiations to be managed and provide guidance" as a management suggestion 2103 that takes into account the member's motivation.

[0163] In addition, the proposal unit 516 may make management proposals that take motivation into consideration by using a machine learning model that has been pre-trained by machine learning, for example, to output management proposals based on the evaluation results of the business negotiation by the evaluation unit 515 and the motivation of the members.

[0164] Here, machine learning is a technology for making a computer acquire a human-like learning ability, in which the computer autonomously generates an algorithm required for judgment such as data identification from learning data previously acquired, and applies this to new data to make predictions. Furthermore, the learning method for machine learning is not limited to supervised learning, and may be, for example, unsupervised learning, semi-supervised learning, reinforcement learning, deep learning, or the like.

[0165] According to the third embodiment, the information processing system 1 can make a more appropriate management proposal by proposing management to a member based on the evaluation result of the business negotiation by the evaluation unit 515 and the motivation of the member.

[0166] As described above, according to each embodiment of the present invention, in an information processing system for evaluating communication such as business negotiations, it becomes possible to evaluate communication taking into account the content of the communication.

[0167] <Supplementary Information> Each function of each embodiment described above can be realized by one or more processing circuits. Here, the term "processing circuit" in this specification includes a processor programmed to execute each function by software, such as a processor implemented by an electronic circuit, and a device such as an ASIC (Application Specific Integrated Circuit), a DSP (digital signal processor), an FPGA (field programmable gate array), or a conventional circuit module designed to execute each function described above.

[0168] Moreover, the group of devices described in the examples merely shows one of a plurality of computing environments for implementing the embodiments disclosed herein. In one embodiment, the external system 3 and the information processing device 10, etc. include a plurality of computing devices, such as a server cluster. The plurality of computing devices are configured to communicate with each other via any type of communication link, including a network, a shared memory, etc., and execute the processes disclosed herein.

[0169] Furthermore, the information processing device 10, the terminal device 100, and the administrator terminal 101 can be configured to share the disclosed processing steps, for example, the processes shown in Figures 9, 10, 13, 15, 19, and 20, in various combinations. For example, a process executed by the information processing device 10 can be executed by the terminal device 100 or the administrator terminal 101. Also, a process executed by the terminal device 100 and a process executed by the administrator terminal 101 can be executed by the information processing device 10. Furthermore, each element of the information processing device 10 may be integrated into one device or may be divided into multiple devices.

[0170] <Additional Notes> This specification discloses the following information processing system, information processing device, information processing method, and program. (Section 1) An acquisition unit that acquires speech sounds of a participant participating in communication and other participants; a calculation unit that calculates an index indicating a speech situation of the communication based on the speech voice; an evaluation unit that evaluates the communication based on a result of the communication and a comparison result between the calculated index and a reference index; An information processing system having the above configuration. (Section 2) 2. The information processing system according to claim 1, wherein the calculation unit calculates the index based on the number of turns of the communication. (Section 3) 3. The information processing system according to claim 1, wherein the index includes a turn density, which is the number of turns per unit time. (Section 4) the communication is a business negotiation involving the participant and the other participant; The information processing system described in any one of claims 1 to 3, wherein the evaluation unit evaluates the business negotiation based on a comparison result between the calculated indicator and the reference indicator if the business negotiation is unsuccessful. (Section 5) 5. The information processing system of claim 4, wherein the evaluation unit evaluates the business negotiation further based on the reason why the business negotiation was not concluded. (Section 6) 5. The information processing system of claim 4, wherein the evaluation unit evaluates the sales opportunity further based on whether the lead quality of the sales opportunity is a hot lead or a cold lead. (Section 7) 7. The information processing system according to any one of claims 4 to 6, wherein the evaluation unit outputs an evaluation result including information indicating whether or not there is a problem with the way the business negotiation is being conducted. (Section 8) 7. An information processing system according to any one of claims 4 to 6, further comprising a proposal unit that proposes management for the participant based on an evaluation result obtained by the evaluation unit of a plurality of business negotiations in which the participant participated. (Section 9) 9. The information processing system according to claim 8, wherein the suggestion unit suggests management for the participants based further on the motivation of the participants. (Section 10) The suggestion unit, extracting a business negotiation to be managed from among the plurality of business negotiations based on the evaluation results of the plurality of business negotiations in which the participant participated; 10. The information processing system according to claim 8 or 9, which proposes management to the participants based on the business negotiation to be managed. (Section 11) a providing unit that provides a display screen that displays speech situations of the participant and the other participants in chronological order based on the speech of the business negotiation to be managed; an output unit that outputs a speech content of a selected part from the speech situations of the participant and the other participants displayed on the display screen; 11. The information processing system according to claim 10, (Section 12) An acquisition unit that acquires speech sounds of a participant participating in communication and other participants; a calculation unit that calculates an index indicating a speech situation of the communication based on the speech voice; an evaluation unit that evaluates the communication based on a result of the communication and a comparison result between the calculated index and a reference index; An information processing device having the above configuration. (Section 13) A process of acquiring speech sounds of a participant participating in communication and other participants; A process of calculating an index indicating a speech situation of the communication based on the speech voice; evaluating the communication based on a result of the communication and a comparison result between the calculated index and a reference index; An information processing method implemented by a computer. (Section 14) A process of acquiring speech sounds of a participant participating in communication and other participants; A process of calculating an index indicating a speech situation of the communication based on the speech voice; evaluating the communication based on a result of the communication and a comparison result between the calculated index and a reference index; A program to be executed by a computer, or a storage medium on which a program is stored.

[0171] Although an embodiment of the present invention has been described above, the present invention is not limited to such a specific embodiment, and various modifications and applications are possible within the scope of the gist of the present invention described in the claims. [Explanation of symbols]

[0172] 1. Information Processing Systems 2. Communication Network 3 External Systems 10. Information processing device 100, 100a, 100b, 100c, 100d Terminal equipment 101 Administrator terminal 300 Computers 512 Acquisition Department 515 Evaluation Department 516 Proposal Department 517 Provision Department 518 Output section 602 Calculation section 1800 Confirmation screen (display screen) [Prior art documents] [Patent documents]

[0173] [Patent Document 1] JP 2004-318865 A

Claims

1. An acquisition unit that acquires speech sounds of a participant participating in communication and other participants; a calculation unit that calculates an index indicating a speech situation of the communication based on the speech voice; an evaluation unit that evaluates the communication based on a result of the communication and a comparison result between the calculated index and a reference index; An information processing system having the above configuration.

2. The information processing system according to claim 1 , wherein the calculation unit calculates the index based on a number of turns of the communication.

3. The information processing system according to claim 2 , wherein the index includes a turn density, which is the number of turns per unit time.

4. the communication is a business negotiation involving the participant and the other participant; The information processing system according to claim 1 , wherein the evaluation unit evaluates the negotiation based on a result of comparing the calculated index with the reference index when the negotiation is unsuccessful.

5. The information processing system according to claim 4 , wherein the evaluation unit evaluates the negotiation further based on a reason why the negotiation was unsuccessful.

6. The information processing system according to claim 4 , wherein the evaluation unit evaluates the sales opportunity further based on whether a lead quality of the sales opportunity is a hot lead or a cold lead.

7. The information processing system according to claim 4 , wherein the evaluation unit outputs an evaluation result including information indicating whether or not there is a problem with the way the business negotiation is conducted.

8. 7. The information processing system according to claim 4, further comprising a proposal unit that proposes management for the participant based on an evaluation result obtained by the evaluation unit evaluating a plurality of business negotiations in which the participant participated.

9. The information processing system according to claim 8 , wherein the suggestion unit proposes management for the participant further based on the motivation of the participant.

10. The suggestion unit, extracting a business negotiation to be managed from among the plurality of business negotiations based on the evaluation results of the plurality of business negotiations in which the participant participated; 9. The information processing system according to claim 8, further comprising: a management proposal for the participants based on the business negotiation to be managed.

11. a providing unit that provides a display screen that displays speech situations of the participant and the other participants in chronological order based on the speech of the business negotiation to be managed; an output unit that outputs a speech content of a selected part from the speech situations of the participant and the other participants displayed on the display screen; The information processing system according to claim 9 .

12. An acquisition unit that acquires speech sounds of a participant participating in communication and other participants; a calculation unit that calculates an index indicating a speech situation of the communication based on the speech voice; an evaluation unit that evaluates the communication based on a result of the communication and a comparison result between the calculated index and a reference index; An information processing device having the above configuration.

13. A process of acquiring speech sounds of a participant and other participants participating in the communication; A process of calculating an index indicating a speech situation of the communication based on the speech voice; evaluating the communication based on a result of the communication and a comparison result between the calculated index and a reference index; An information processing method implemented by a computer.

14. A process of acquiring speech sounds of a participant and other participants participating in the communication; A process of calculating an index indicating a speech situation of the communication based on the speech voice; evaluating the communication based on a result of the communication and a comparison result between the calculated index and a reference index; A program that a computer runs.

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