Tabulation device and program

Abstract

To provide a tabulation device and a program capable of acquiring a further appropriate advice.SOLUTION: A tabulation device 1 for tabulating reviews by users for each store includes a collection unit 12 for collecting reviews corresponding to a store, a tabulation unit 14 for tabulating the number of hit keywords for each store, an extraction unit 17 for extracting other stores having a business status similar to that of the store, a comparison unit 18 for comparing a tabulation result of the store with tabulation results of the extracted other stores, and an advice creation unit 20 for creating an advice to the store on the basis of a comparison result.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to a counting device and a program. [Background technology]

[0002] Conventionally, review sites have been known in which users can freely provide reviews (word of mouth) about establishments such as restaurants. On review sites, for example, users can freely post their impressions of their visits. This allows other users who wish to visit the restaurant to refer to the reviews and obtain advance knowledge about the atmosphere and quality of service of the establishment. Furthermore, establishments can refer to user reviews to improve their products and services.

[0003] On the other hand, because users can freely provide reviews, there are cases where reviews can be posted by people pretending to be users. The existence of such reviews can lead to the loss of credibility of the review site. It is also difficult for users and stores to determine whether reviews are from genuine users or not. As a result, a system has been proposed that allows only those who have actually used the store's products or services to post word-of-mouth reviews (see, for example, Patent Document 1). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2019-194795 A Summary of the Invention [Problem to be solved by the invention]

[0005] Meanwhile, it would be preferable for a store to be able to obtain more appropriate advice when referring to user reviews to improve its products, services, etc. It would also be preferable to obtain more appropriate advice when a situation occurs that requires an early response.

[0006] An object of the present invention is to provide a tabulation device and a program that enable more appropriate advice to be obtained. [Means for solving the problem]

[0007] The present invention relates to a counting device that counts user reviews for each store, the counting device including a collection unit that collects reviews corresponding to each store, a counting unit that counts the number of keywords that hit for each store, an extraction unit that extracts other stores that have a similar business model to that of the store, a comparison unit that compares the counting results of the store with the counting results of the extracted other stores, and an advice creation unit that creates advice for the store based on the comparison results.

[0008] In addition, it is preferable that the extraction unit extracts the other stores located in the same area as the store.

[0009] In addition, it is preferable that the comparison unit compares the extracted advantages and areas for improvement with respect to other stores based on the positivity and negativity of the keywords, and the advice creation unit creates advice to the store based on the advantages and areas for improvement.

[0010] It is also preferable that the counting unit counts the presence or absence of a warning keyword included in the review, and the advice creating unit creates advice for notifying the store of the presence of the warning keyword based on the counting result.

[0011] It is also preferable that the counting unit counts the changes in the reviews for a predetermined period of time, and the advice creating unit creates new advice when the counting result indicates that the number of highly negative keywords is on the rise.

[0012] In addition, it is preferable that the aggregation unit aggregates changes in keywords contained in reviews before a response is encouraged at regular intervals, and the advice creation unit creates new advice if the aggregation result shows that the number of negative keywords has increased by more than a predetermined value compared to before the occurrence of a warning keyword.

[0013] It is also preferable that the advice creating unit creates advice when an instruction input to the store is obtained based on a result of the comparison.

[0014] The present invention also relates to a program that causes a computer to function as a tallying device that tallys up user reviews for each store, causing the computer to function as a collection unit that collects reviews corresponding to stores, a tallying unit that tallys up the number of keywords that hit for each store, an extraction unit that extracts other stores that have a similar business model to that of the store, a comparison unit that compares the tallying results of the store with the tallying results of the extracted other stores, and an advice creation unit that creates advice to the store based on the comparison results. Effect of the Invention

[0015] According to the present invention, it is possible to provide a tabulation device and a program that enable more appropriate advice to be obtained. [Brief description of the drawings]

[0016] [Figure 1] 1 is a schematic diagram showing a network including a counting device according to a first embodiment of the present invention. [Diagram 2] 1 is a block diagram showing a configuration of a tallying device according to a first embodiment; [Diagram 3] Fig. 2 is a screen diagram showing a narrowing-down screen provided to a headquarters-side terminal by the tallying device of the first embodiment Fig. 3 is a schematic diagram showing a screen provided to a headquarters-side terminal by the tallying device of the first embodiment; [Figure 4]Fig. 2 is a screen diagram showing a screen provided to a store-side terminal by the tallying device of the first embodiment Fig. 3 is a schematic diagram showing a screen provided to a store-side terminal by the tallying device of one embodiment. [Diagram 5] 4 is a screen diagram showing a screen provided to a headquarters terminal by the tallying device of the first embodiment. FIG. [Figure 6] 4 is a screen diagram showing a screen provided to a headquarters terminal by the tallying device of the first embodiment. FIG. [Figure 7] 4 is a screen diagram showing a screen provided to a headquarters terminal by the tallying device of the first embodiment. FIG. [Figure 8] 4 is a screen diagram showing a screen provided to a headquarters terminal by the tallying device of the first embodiment. FIG. [Figure 9] 4 is a screen diagram showing a screen provided to a headquarters terminal by the tallying device of the first embodiment. FIG. [Figure 10] 4 is a screen diagram showing a screen provided to a headquarters terminal by the tallying device of the first embodiment. FIG. [Figure 11] 10 is a flowchart showing the flow of operations of a counting device according to a second embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0017] Hereinafter, a tallying device 1 and a program according to each embodiment of the present invention will be described with reference to FIGS. First, an overview of the tallying device 1 according to each embodiment will be described.

[0018] The tallying device 1 is, for example, a computer. The tallying device 1 is connected to a network as shown in Fig. 1. The tallying device 1, for example, patrols review sites of multiple review servers to collect reviews, ratings, and insight information of specific users (for example, highly trustworthy users). The tallying device 1 collects, as insight information, for example, the number of inquiries made to a store by phone, the number of accesses, and the number of route searches (location searches).

[0019] The tallying device 1 tallyes user reviews for each store. The tallying device 1 also tallyes changes in user reviews due to replies (responses) made by stores to user reviews. In this embodiment, the tallying device 1 uses the collected reviews to tally up review trends for each store. The tallying device 1 also provides the tallying results to the terminal of each store (store terminal 200). If the tallying device 1 determines that there are few reviews for a store, it sends a review request for that store to a terminal (not shown) used by a specific user.

[0020] In this embodiment, the tallying device 1 is a device capable of providing tallying results to, for example, the headquarters and the store of a franchised store. The tallying device 1 provides, for example, the tallying results of each store in a chain to the headquarters terminal 300. The tallying device 1 also provides, for example, for each store, the tallying results of only that store to the store terminal 200. The tallying device 1 is a device capable of transmitting advice based on the tallying results and advice received from the headquarters terminal 300 to the store terminal 200.

[0021] Based on a request from the headquarters terminal 300, the tallying device 1 compares the results of one store that is the target of tallying with the results of other stores narrowed down based on the conditions transmitted from the headquarters terminal 300. For example, the tallying device 1 compares the results of the one store with the results of other stores narrowed down by area, review collection period, and business type. The tallying device 1 provides the headquarters terminal 300 with the comparison results and advice regarding the results.

[0022] [First embodiment] Next, a tallying device 1 according to a first embodiment of the present invention will be described with reference to Fig. 1 to Fig. 10. As shown in Fig. 2, the tallying device 1 includes a store information storage unit 11, a collection unit 12, a keyword storage unit 13, a tallying unit 14, a tallying result storage unit 15, a narrowing condition acquisition unit 16, an extraction unit 17, a comparison unit 18, an advice storage unit 19, an advice creation unit 20, a display data creation unit 21, and a data provision unit 22.

[0023] The store information storage unit 11 is, for example, a storage medium such as a hard disk. The store information storage unit 11 stores information about stores from which reviews are collected as store information. The store information storage unit 11 stores the name of the store, the location (area) of the store, the business details, the franchise name, etc. as the store information.

[0024] The collection unit 12 is realized, for example, by the operation of a CPU. The collection unit 12 collects reviews corresponding to stores. For example, the collection unit 12 patrols review sites at regular intervals to collect reviews, ratings, and insight information of stores corresponding to store information. In addition, the collection unit 12 also collects keywords corresponding to store information from community sites such as social network services and electronic bulletin boards in response to the aggregation of occurrences of warning keywords by the aggregation unit 14 described below.

[0025] The keyword storage unit 13 is, for example, a storage medium such as a hard disk. The keyword storage unit 13 stores keywords indicating specific phrases included in reviews. The keyword storage unit 13 stores keywords classified as having a positive meaning (positive connotation), such as, for example, "kind," "polite," and "clean." The keyword storage unit 13 also stores keywords classified as having a negative meaning (negativity), such as, for example, "slow," "expensive," and "difficult to understand."

[0026] The counting unit 14 is realized by, for example, the operation of a CPU. The counting unit 14 counts the number of occurrences of words included in collected reviews for each store. The counting unit 14 counts the words included in the reviews and their frequencies for each store, for example, using TF-IDF or chi-square test. The counting unit 14 counts the words included in the reviews and their frequencies for each store, for example, using store- or area-specific words as feature words. In addition, the counting unit 14 counts keywords included in the same review for each counted word. For example, the counting unit 14 counts the frequency of occurrence of the word "toilet" for all reviews for the store, and also counts keywords included in reviews that include the word "toilet". In addition, the counting unit 14 counts the transition of the number of reviews posted over time, the numerical rating (score), and insight information for each store, for example.

[0027] The tally result storage unit 15 is, for example, a storage medium such as a hard disk. The tally result storage unit 15 stores the tally results obtained by the tally unit 14. The tally result storage unit 15 stores, for example, the results tally obtained for each store.

[0028] The narrowing condition acquisition unit 16 is realized by, for example, the operation of a CPU. The narrowing condition acquisition unit 16 acquires information identifying the stores to be compared from the headquarters terminal. The narrowing condition acquisition unit 16 acquires, for example, information identifying one store to be compared. The narrowing condition acquisition unit 16 acquires, for example, a store name identifying one store included in a franchise. The narrowing condition acquisition unit 16 also acquires narrowing conditions for other stores that compete with one store and are to be compared. For example, as shown in FIG. 3, the narrowing condition acquisition unit 16 acquires narrowing conditions of area, aggregation period, and business type for competing stores (other stores) to be compared. The narrowing condition acquisition unit 16 acquires, for example, food and beverage, beauty, medical, etc. as business types.

[0029] The extraction unit 17 is realized, for example, by the operation of a CPU. The extraction unit 17 extracts other stores narrowed down by the acquired narrowing-down conditions. The extraction unit 17 extracts other stores that match the narrowing-down conditions from the store information stored in the store information storage unit, for example. In addition, the extraction unit 17 extracts the tallying results related to the extracted other stores from the tallying result storage unit 15.

[0030] According to the above-described extraction unit 17 and counting unit 14, the counting unit 14 counts, for other stores extracted by the extraction unit 17, the average number of occurrences of the same words that appear in reviews of one store. The counting unit 14 also counts the average number of occurrences of words that appear in reviews of other stores. Then, for each counted word, the counting unit 14 counts the average number of occurrences of keywords included in the same review. Furthermore, the counting unit 14 counts the average value of the change in the number of reviews posted over time for other stores, the average value of the rating numerical values, and the average value of the insight information.

[0031] The comparison unit 18 is realized, for example, by the operation of a CPU. The comparison unit 18 compares the tabulation results of one store with the tabulation results of the extracted other stores. In addition, the comparison unit 18 compares advantages and improvements of the average of the tabulation results of the extracted other stores based on the positivity and negativity of keywords related to the words in the tabulation results of one store. The comparison unit 18 compares, for example, the average score, the number of reviews, the number of reviews by score, frequently occurring words, the number of positive keywords, the number of negative keywords, the number of keywords used simultaneously with frequently occurring words, the number of insights, the ratio of the number of searches, the change in the number of reviews over time, and the number of review requests to users between the one store and the other stores.

[0032] The advice storage unit 19 is, for example, a storage medium such as a hard disk. The advice storage unit 19 stores advice to be provided to the store. For example, the advice storage unit 19 stores advice that serves as a guideline for future improvements.

[0033] The advice creating unit 20 is realized by, for example, the operation of a CPU. The advice creating unit 20 creates advice for one store based on the tallying result for one store. The advice creating unit 20 generates advice according to, for example, the tallying result for keywords included in reviews at the same time as frequently occurring words. Specifically, when the number of highly positive keywords is greater than the number of highly negative keywords, the advice creating unit 20 generates advice indicating that the relevant words are a significant point for one store. Also, when the number of highly negative keywords is greater than the number of highly positive keywords, the advice creating unit 20 generates advice indicating that the relevant words are an improvement point for one store. For example, the advice creating unit 20 creates advice leading to improvement as advice. Also, the advice creating unit 20 creates advice for the store terminal 200 based on advice for the store terminal 200 inputted by the headquarters terminal 300.

[0034] The display data creation unit 21 is realized, for example, by the operation of a CPU. The display data creation unit 21 creates display data to be transmitted to the store terminal 200 and the headquarters terminal. For example, as display data to be transmitted to each store, the display data creation unit 21 creates display data including the average score, the number of reviews, the number of keywords, the aggregation results including the keywords included in the reviews together with the frequently occurring words, aggregated by the aggregation unit 14, and the advice created by the advice creation unit 20, as shown in Fig. 4. Furthermore, the display data creation unit 21 creates display data including the result of the narrowed search for one store in Fig. 3 in addition to the display data to be transmitted to the store terminal 200, as display data to be transmitted to the headquarters terminal 300. The display data creation unit 21 creates display data including, for example, as shown in Figures 5 to 10, the average score of one store (store A), the average score of other stores in the narrowed down area, the position and score of each store in the area, the number of reviews by score, a comparison of the number of frequently occurring words in one store to the number of words in other stores, a comparison of the number of frequently occurring words in one store to the number of frequently occurring words in other stores, a comparison between one store and other stores regarding the occurrence rate of positive and negative keywords included in reviews for one word, a comparison of insight information, a comparison of the number of direct searches and the number of indirect searches between one store and other stores, a comparison of the trends in the number of reviews and the number of review requests, and advice.

[0035] The data providing unit 22 is realized, for example, by the operation of a CPU. The data providing unit 22 transmits the created display data to the store terminal 200 and the headquarters terminal 300.

[0036] Next, the flow of operations of the counting device 1 will be described. First, the collection unit 12 collects reviews of each store based on the store information, and then the tabulation unit 14 searches for keywords contained in the reviews.

[0037] Next, the tallying unit 14 tallys up reviews for the one store. Next, the extraction unit 17 extracts other stores of the same business type as the one store. Next, the comparison unit 18 compares the tallying results for the one store with the tallying results for the other stores. Next, the advice creation unit 20 creates advice based on the tallying results. Next, the display data creation unit 21 creates display data. Next, the data providing unit 22 provides the created display data.

[0038] Next, the program of this embodiment will be described. Each component included in the tallying device 1 can be realized by hardware, software, or a combination of these. Here, being realized by software means being realized by a computer reading and executing a program.

[0039] The program can be stored and provided to the computer using various types of non-transitory computer readable media. The non-transitory computer readable media includes various types of tangible storage media. Examples of the non-transitory computer readable media include magnetic recording media (e.g., flexible disks, magnetic tapes, hard disk drives), magneto-optical recording media (e.g., magneto-optical disks), CD-ROMs (Read Only Memory), CD-Rs, CD-R / Ws, and semiconductor memories (e.g., mask ROMs, PROMs (Programmable ROMs), EPROMs (Erasable PROMs), flash ROMs, and RAMs (random access memories)). The display program may also be provided to the computer by various types of transitory computer readable media. Examples of the transitory computer readable media include electrical signals, optical signals, and electromagnetic waves. The transitory computer readable media can provide the program to the computer via wired communication paths such as electric wires and optical fibers, or wireless communication paths.

[0040] As described above, the tallying device 1 and the program according to the first embodiment have the following advantages. (1) A counting device 1 that counts user reviews for each store, and includes a collection unit 12 that collects reviews corresponding to each store, a counting unit 14 that counts the number of keywords that hit for each store, an extraction unit 17 that extracts other stores that have a similar business model to the store, a comparison unit 18 that compares the counting results of the store with the counting results of the extracted other stores, and an advice creation unit 20 that creates advice to the store based on the comparison results. The program also causes a computer to function as a counting device 1 that counts user reviews for each store, and causes the computer to function as a collection unit 12 that collects reviews corresponding to stores, a counting unit 14 that counts the number of keywords that hit for each store, an extraction unit 17 that extracts other stores that have a similar business model to that of the store, a comparison unit 18 that compares the counting results of the store with the counting results of the extracted other stores, and an advice creation unit 20 that creates advice to the store based on the comparison results. This allows comparison with other stores with a similar business format, enabling more appropriate advice to be given.

[0041] (2) The extraction unit 17 extracts other stores located in the same area as the store. This allows comparison with other stores under similar conditions, thereby improving the accuracy of advice.

[0042] (3) The comparison unit 18 compares the advantages and areas for improvement of the extracted store with other stores based on the positive and negative aspects of the keywords, and the advice creation unit 20 creates advice for the store based on the advantages and areas for improvement. This makes it possible to clarify areas for growth and areas for improvement.

[0043] [Second embodiment] Next, a tallying device 1 and a program according to a second embodiment of the present invention will be described with reference to Fig. 11. In describing the second embodiment, the same components as those in the above-described embodiment are denoted by the same reference numerals, and descriptions thereof will be omitted or simplified. The tallying device 1 according to this embodiment notifies the store terminal 200 and the headquarters terminal 300 when a review contains a keyword that requires an urgent response (hereinafter also referred to as a warning keyword). This causes the tallying device 1 to prompt the store terminal 200 and the headquarters terminal 300 to take urgent action, such as quickly replying to the review. Note that a "warning keyword" is, for example, a keyword that could cause a fatal negative reputation for a store. In the tallying device 1 according to the second embodiment, the keyword storage unit 13, tallying unit 14, and advice creation unit 20 have additional configurations.

[0044] The keyword storage unit 13 stores warning keywords that require an urgent response. The keyword storage unit 13 stores, for example, keywords that are particularly negative as warning keywords.

[0045] The counting unit 14 judges whether or not a warning keyword is included in the review. For example, the counting unit 14 judges that a warning keyword is present when a highly negative keyword appears in the review a predetermined number of times or more. If the counting unit 14 judges that a warning keyword is present, it also judges whether or not the store name of the relevant store and negative keywords appear on community sites (bulletin boards, SNS, etc.).

[0046] The advice creating unit 20 creates advice to notify the store (headquarters terminal and store terminal) of the presence of the warning keyword based on the judgment result. The advice creating unit 20 creates advice to encourage a response (e.g., a reply) by indicating, for example, the type of warning keyword and the review site included.

[0047] According to the counting unit 14 and advice creating unit 20 described above, the counting unit 14 counts changes in keywords included in reviews for a predetermined period after creating advice. The counting unit 14 also counts changes in keywords included in reviews from before encouraging a response at regular intervals. The advice creating unit 20 creates new advice if the counting result shows that highly negative keywords are on the rise. The advice creating unit 20 also creates new advice if the counting result shows that the number of negative keywords has increased by more than a predetermined value compared to before the occurrence of a warning keyword.

[0048] Next, the flow of operations of the counting device 1 will be described with reference to the flowchart of FIG. First, the counting unit 14 judges whether or not the counting result contains a warning keyword (step S1). If the warning keyword is present (step S1: YES), the process proceeds to step S2. On the other hand, if the warning keyword is not present (step S1: NO), the process according to this flow ends.

[0049] In S2, the advice generating unit 20 generates advice notifying that a warning keyword is included. Next, the counting unit 14 counts the change in the reviews (step S3). If the review trend has not worsened by more than a predetermined amount, and there is no increase in negative keywords (step S4: YES), the processing according to this flow ends. On the other hand, if the review trend has worsened by more than a predetermined amount, or the number of negative keywords has increased (step S4: NO), the processing returns to step S2.

[0050] As described above, the counting device 1 and the program according to the second embodiment have the following advantages. (4) The tallying unit 14 tallies the reviews containing warning keywords, and the advice creating unit 20 creates advice to notify the store of the presence of the warning keywords based on the tallying result. This makes it possible to notify the store of a situation that requires an emergency response, and thus encourage the store to take action more quickly.

[0051] (5) In addition, the tallying unit 14 tallies changes in keywords included in reviews for a predetermined period of time, and the advice creating unit 20 creates advice again if the tallying result indicates an increasing trend in the number of highly negative keywords. This makes it possible to measure the effect of the response after the response and provide advice on whether further action is necessary.

[0052] (6) The counting unit 14 counts the change in keywords included in the reviews from before the action was prompted at regular intervals, and the advice creating unit 20 creates new advice if the result of the counting shows that the number of negative keywords has increased by more than a predetermined value compared to before the occurrence of the warning keyword. This makes it possible to provide advice not only about sudden deterioration in reviews, but also about long-term deterioration in reviews.

[0053] Although a preferred embodiment of the tallying device and program of the present invention has been described above, the present invention is not limited to the above embodiment and can be modified as appropriate. For example, in the above embodiment, the advice creating unit 20 creates advice using the advice read out from the advice storage unit 19, but this is not limited to this. For example, the advice creating unit 20 may create instructions from the headquarters terminal 300, presentation of target values, instructions to implement a campaign, etc. as advice to the store terminal 200. The advice creating unit 20 may obtain instruction contents based on the comparison result input to the headquarters terminal 300 and create advice.

[0054] In the above embodiment, the display data creation unit 21 creates different display data for the store terminal 200 and the headquarters terminal 300, but this is not limiting. The display data creation unit 21 may create the same display data for the store terminal 200 and the headquarters terminal 300.

[0055] In the above embodiment, the tallying device 1 may include a reflection execution unit (not shown) that reflects posts from the headquarters terminal 300 or the store terminal 200 on the review site. This allows for a faster response.

[0056] In the second embodiment, the tabulation device 1 creates advice when a warning keyword is included in a review, but the present invention is not limited to this. The advice creation unit 20 may create advice when an instruction input to a store is acquired based on a comparison result. Specifically, the advice creation unit 20 may create advice when, for example, an instruction content based on a comparison result is acquired from the headquarters terminal 300 as a trigger. [Explanation of symbols]

[0057] 1. Counting device 12 Collection Department 14. Tabulation Department 17 Extraction part 18 Comparison section 20 Advice Creation Department

Claims

1. A tabulation device that tabulates reviews by users for each store, a collection unit that collects reviews corresponding to stores; A counting unit that counts the number of keywords hit for each store; An extraction unit that extracts other stores similar to the business format of the store; A comparison unit that compares the tabulation result of the store with the tabulation results of the extracted other stores; an advice creation unit that creates advice for the store based on a result of the comparison; A counting device comprising:

2. The tallying device according to claim 1 , wherein the extraction unit extracts the other stores located in the same area as the store.

3. The comparison unit compares the extracted advantages and areas for improvement with respect to the other stores based on the positivity and negativity of the keywords, The tallying device according to claim 2 , wherein the advice creating unit creates advice to the store based on the advantages and the areas for improvement.

4. The counting unit counts the presence or absence of a warning keyword included in the review, 4. The tallying device according to claim 1, wherein the advice creating unit creates advice for notifying the store of the presence of the warning keyword based on the tallying result.

5. The aggregation unit aggregates the changes in the reviews for a predetermined period of time, The tallying device according to claim 4 , wherein the advice creating section re-creates advice when the number of highly negative keywords is on the rise as a result of the tallying.

6. The tabulation unit tabulates changes in keywords included in reviews before the action is prompted at regular intervals, 6. The tallying device according to claim 5, wherein the advice creating section creates new advice when the tallying result shows that the number of negative keywords has increased by more than a predetermined value compared to before the occurrence of the warning keyword.

7. The tallying device according to claim 1 , wherein the advice creating unit creates advice when an instruction input to the store is obtained based on a result of the comparison.

8. A program that causes a computer to function as a tabulation device that tabulates reviews by users for each store, The computer, a collection department that collects reviews corresponding to stores; A counting section that counts the number of keywords hit for each store; An extraction unit that extracts other stores similar to the business format of the store; a comparison unit that compares the tabulation result of the store with the extracted tabulation results of the other stores; an advice creation unit that creates advice to the store based on the comparison result; A program that functions as a

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