Information processing device, information processing method and information processing program

Abstract

To provide an information processing device which can derive a situation that should preferentially handled for each facility among requests, and can recognize the situation that should be preferentially handled.SOLUTION: An information processing device 2 includes: a collecting unit 221 that collects request information relating to a request; a coordinate information creating unit 222 which identifies, from the collected pieces of request information, the situation of a facility subjected to the request, and which creates, for each facility, coordinate information; a situation evaluating unit 2231 which estimates, using the coordinate information, whether the identified situation is a situation that should be handled or not, and which evaluates the importance level of the identified situation; a presentation information creating unit 2232 that creates presentation information which associates the identified situation with the importance level; and a presenting unit 224 that presents the presentation information.SELECTED DRAWING: Figure 2

Description

Technical Field

[0001] The present disclosure relates to an information processing apparatus, an information processing method, and an information processing program.

Background Art

[0002] Techniques have been proposed for generating and providing specific measures for opinions or needs collected from multiple people. For example, Patent Document 1 describes a tourism support method for efficiently providing tourism-related information, which makes specific proposals for tourism such as regional tourism concepts or tourism designs.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Since the conventional technology described in Patent Document 1 only transmits proposal information related to tourism based on opinions or needs, there is a problem that it is impossible to recognize what should be prioritized for each facility from the transmitted proposal information.

[0005] The present disclosure solves the above problems, and an object thereof is to obtain an information processing apparatus that leads to a situation where each facility should be prioritized for handling from requests and can recognize the situation that should be prioritized for handling.

Means for Solving the Problems

[0006] The information processing apparatus according to the present disclosure includes a collection unit that collects request information regarding requests, an organized information creation unit that identifies the situation for each facility that is the target of the request from the collected request information and creates organized information for each facility, a situation evaluation unit that estimates whether the identified situation is a situation to be addressed using the organized information and evaluates the degree of importance of the identified situation, a presentation information creation unit that creates presentation information associating the identified situation with the degree of importance, and a presentation unit that presents the presentation information.

Effect of the Invention

[0007] According to the present disclosure, from the request information, the situation for each facility that is the target of the request is identified, organized information is created for each facility, using the organized information, it is estimated whether the identified situation is a situation to be addressed, the degree of importance of the identified situation is evaluated, and presentation information associating the identified situation with the degree of importance is created and presented. The information processing apparatus according to the present disclosure summarizes requests, identifies the situations corresponding to the issues for each facility, and by referring to the presentation information presented by associating the identified situations with the degree of importance, it is possible to recognize the situations that should be addressed preferentially from among the requests.

Brief Description of the Drawings

[0008]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Embodiment for Carrying Out the Invention

[0009] Embodiment 1. FIG. 1 is a block diagram showing a configuration example of an information processing system 1 including an information processing apparatus 2 according to Embodiment 1. In FIG. 1, the information processing system 1 is a system in which an information processing apparatus 2, a user terminal 3, a Web server 4, an SNS server 5, a public information server 6, a facility manager terminal 7, and a cooperating company terminal 8 are connected via a network 9. The network 9 is a telecommunication line including the Internet. The information processing system 1 is used to provide an information processing service.

[0010] The information processing apparatus 2 is a server that creates presentation information provided in an information processing service. The presentation information is information in which the situation to be addressed for each facility derived from the received requests and the degree of importance thereof are associated. That is, the situation indicated by the presentation information is an issue to be addressed at the facility where the request was received or in the vicinity of the facility. Also, the degree of importance of the situation at the location indicated by the presentation information is the degree to which it should be addressed preferentially.

[0011] The information processing apparatus 2 collects request information regarding requests for each facility from any of a plurality of information sources. The request information is, for example, when the facility is a railway station building, information describing requests in the station building or the area around the station building. For example, specifically, it is posted information such as "I want a place to rest quietly at the nearest station."

[0012] The plurality of information sources include the user terminal 3, the Web server 4, the SNS server 5, the public information server 6, the facility manager terminal 7, or the cooperating business operator terminal 8. Each information source is specified, for example, by a URL (Uniform Resource Locator). The data formats of the information provided by the information sources can be various formats such as HTML (HyperText Markup Language), CSV (Comma Separated Value), JSON (JavaScript Object Notation), and XML (Extensible Markup Language). The information processing apparatus 2 collects information in various data formats provided by the information sources via the network 9.

[0013] The demand information regarding demands is, for example, information transmitted from the user terminal 3 managed by a user living near the facility to the information processing apparatus 2, information collected from the homepage (hereinafter abbreviated as HP) provided by the Web server 4, or information collected from the SNS (Social Network System) managed by the SNS server 5. For example, the demand information regarding the railway station building among the demand information is information transmitted from the user terminal 3 managed by a user living near the station building to the information processing apparatus 2, information collected from the HP provided by the Web server 4, or information collected from the SNS managed by the SNS server 5. The HP has, for example, a free description column or a selection column of the HP managed by the railway operator who is the facility manager, a posting column of the HP managed by the cooperating enterprise that has introduced equipment in the station building, or a posting column of the issues around the station building in the HP managed by the local government. The collection from the HP is performed using the information input in these columns.

[0014] The information processing apparatus 2 identifies the situation for each facility that is the target of the request from the request information regarding the request, and creates organized information for each facility by associating the identified facility with the situation. Some of the request information regarding the request can specify the detailed location of the facility that is the target of the request. In that case, organized information associating the detailed location of the identified facility with the situation may be created. Then, the information processing apparatus 2 estimates the situation to be addressed from the identified situations included in the organized information based on the number of organized information for each facility, the request evaluation information related to the organized information, or the number of approvals for the organized information. For example, when identifying the situation to be addressed based on the number of organized information for each facility, the information processing apparatus 2 compares the number of organized information with a threshold for estimation, and estimates that the situations indicated by the number of organized information exceeding the threshold for estimation are the situations to be addressed. When the situation to be addressed cannot be estimated or is not estimated based on the number of organized information for each facility, and when estimating the situation to be addressed including information other than the number of organized information for each facility, the information processing apparatus 2 estimates the situation to be addressed based on the request evaluation information, or transmits the organized information externally to aggregate the number of approvals, and estimates the situation to be addressed based on the aggregation result. When estimating the situation to be addressed based on the aggregation result of the number of approvals, similar to identifying the situation to be addressed based on the number of organized information, the number of approvals is compared with a threshold for approval for estimation, and it is estimated that the situations indicated by the organized information with the number of approvals exceeding the threshold for approval for estimation are the situations to be addressed. Note that the request evaluation information is composed of past cases such as the number of past requests or evaluation information in past requests.

[0015] The information processing apparatus 2 evaluates the degree of importance of the identified situation. The degree of importance of the identified situation uses the basis for estimating that the identified situation should be addressed. For example, the degree of importance of the identified situation is evaluated based on the degree of coincidence between the identified situation and the situation derived from past requests, the number of organized information including the identified situation, or the number of approvals for the organized information transmitted externally. Evaluating the degree of the identified situation based on the degree of coincidence between the identified situation and the situation derived from past requests means evaluating the degree of importance of the identified situation based on the number of cases where the identified situation coincides with the situation derived from past requests.

[0016] The information processing apparatus 2 creates presentation information associating the specified situation with the evaluated degree of importance. For example, the information processing apparatus 2 creates display information for displaying the presentation information and transmits the display information to the facility manager terminal 7 used by the manager of the facility including the location indicated by the presentation information. The facility manager terminal 7 displays the situation and the degree of importance indicated by the presentation information on the display screen according to the display information received from the information processing apparatus 2. By referring to the situation and the degree of importance displayed on the facility manager terminal 7, the facility manager can recognize the situation to be prioritized for handling. That is, the situation can also be said to be the result of aggregating a plurality of requests created by one person by the information processing apparatus 2 and comparing them with past cases or facility information.

[0017] The user terminal 3 is a terminal used by a user who uses the information processing service provided by the information processing apparatus 2. The user terminal 3 is a terminal device capable of communicating with at least the information processing apparatus 2 via the network 9, and is, for example, a smartphone, a tablet terminal, or a PC (Personal Computer).

[0018] A dedicated application for using the information processing service (hereinafter referred to as the "service dedicated application") is installed on the user terminal 3. Alternatively, the information processing service may be provided to the user terminal 3 in the form of SaaS (Software as a Service). When the information processing service is provided in the form of SaaS, since the service application for providing the information processing service is executed on the information processing apparatus 2, the user terminal 3 can receive the provision of the information processing service on the web browser without installing the service dedicated application.

[0019] The Web server 4 is a server that provides a website, which is an HP, via the network 9. On the website, there are, for example, a free description column where a railway operator solicits requests from users, a selection column where the railway operator allows users to select from preset options of requests, a submission column where a cooperating company solicits questions from users, or a submission column for submitting issues related to a facility or its surroundings that a local government has made an issue.

[0020] The SNS server 5 is a server that provides an SNS to the user terminal 3 via the network 9. Examples of the SNS include X, Instagram (registered trademark), TikTok (registered trademark), YouTube (registered trademark), or Facebook (registered trademark).

[0021] The public information server 6 is a server that provides public information via the network 9. The public information handled by the information processing system 1 is information indicating issues related to a facility or its surroundings that a local government has made an issue. For example, it is information related to infrastructure facilities.

[0022] The facility manager terminal 7 is a terminal used by a facility manager who uses the information processing service provided by the information processing device 2. The facility manager terminal 7 is at least a terminal device capable of communicating with the information processing device 2 via the network 9, and is, for example, a smartphone, a tablet terminal, or a PC. Further, the facility manager terminal 7 may be the Web server 4 that provides the website managed by the facility manager.

[0023] A service - dedicated app for using the information processing service is installed on the facility manager terminal 7. Or, the information processing service may be provided to the facility manager terminal 7 in the form of SaaS. When the information processing service is provided in the form of SaaS, since the service - application for providing the information processing service is executed on the information processing device 2, the facility manager terminal 7 can receive the provision of the information processing service on the web browser without installing the service - dedicated app.

[0024] The cooperating vendor terminal 8 is a terminal used by a cooperating vendor who utilizes the information processing service provided by the information processing apparatus 2. The cooperating vendor terminal 8 is a terminal device that can communicate with at least the information processing apparatus 2 via the network 9, and is, for example, a smartphone, a tablet terminal, or a PC. Further, the cooperating vendor terminal 8 may be a web server 4 that provides a website managed by the cooperating vendor.

[0025] A service-exclusive application for using the information processing service is installed in the cooperating vendor terminal 8. Alternatively, the information processing service may be provided to the cooperating vendor terminal 8 in the form of SaaS. When the information processing service is provided in the form of SaaS, since the service application that provides the information processing service is executed in the information processing apparatus 2, the cooperating vendor terminal 8 can receive the provision of the information processing service on a web browser without installing a service-exclusive application.

[0026] FIG. 2 is a block diagram showing a configuration example of the information processing apparatus 2 according to Embodiment 1. As shown in FIG. 2, the information processing apparatus 2 that provides the above information processing service includes a communication unit 21, an arithmetic unit 22, and a storage unit 23. The communication unit 21 communicates with the user terminal 3 etc. via the network 9. For example, the communication unit 21 can communicate via the network 9 with the user terminal 3 etc. capable of mobile communication using a communication method such as LTE, 3G, 4G, or 5G. The arithmetic unit 22 controls the overall operation of the information processing apparatus 2. The arithmetic unit 22 realizes various functions by executing an information processing application for creating and transmitting presentation information.

[0027] The storage unit 23 stores the information processing application and the information used for the arithmetic processing of the arithmetic unit 22. Further, the storage unit 23 stores organization information in which places and situations that have been the targets of requests in the past are associated. Furthermore, request evaluation information composed of past cases such as the number of past requests or evaluation information in past requests is stored.

[0028] The calculation unit 22 includes a collection unit 221, an organized information creation unit 222, an aggregation unit 223, and a presentation unit 224. By executing an information processing application, the calculation unit 22 realizes the functions of the collection unit 221, the organized information creation unit 222, the aggregation unit 223, and the presentation unit 224.

[0029] The collection unit 221 collects requirement information regarding the requirements of each facility. For example, the collection unit 221 collects requirement information from information sources such as the user terminal 3, the Web server 4, the SNS server 5, the public information server 6, the facility manager terminal 7, or the cooperating company terminal 8 via the network 9. The collection unit 221 collects requirement information based on preset collection rules. The collection rules include, for example, the URL of the information source, the format of the information to be collected, and the collection frequency.

[0030] As the URL of the information source, for example, when the facility is a railway station building, a URL for connecting to a description column (free description column and posting column) in which requirements regarding the railway station building or its surroundings are described on the Web page of the railway company is set. As the format of the information to be collected, the data format of the requirement information is set, for example, HTML.

[0031] As the collection frequency, for example, the frequency of collecting requirement information from the Web page of the railway company is set. That is, the collection unit 221 collects requirement information at a predetermined frequency according to the collection rules. For example, the collection frequency of the requirement information may be once every three days. By setting the collection frequency as a collection rule, it is possible to set at what frequency the requirement information is collected for each information source such as a Web page.

[0032] The organized information creation unit 222 includes a location organization unit 2221 and a concretization unit 2222.

[0033] The location organizing unit 2221 identifies the facilities that are the targets of requests from the collected request information, organizes the facility information included in the plurality of request information, and organizes the information for each facility. For example, the location organizing unit 2221 searches the request information using a search keyword indicating a preset location for each facility, and identifies the information indicating the facility.

[0034] When the facility is a railway station building, the search keywords are text information such as a route name like "△△ Line" and a station name like "○○ Station". The location organizing unit 2221 identifies the facility that is the target of the request for each piece of request information using the search keyword. For example, when the request information is text information such as "I want a place where I can relax and rest at ○○ Station.", the location organizing unit 2221 identifies the text "○○ Station" from this request information as the facility that is the target of the request, and associates the text information indicating the identified facility with the request information.

[0035] In addition, when the text information of the facility that matches the above search keyword is not included in the request information, the location organizing unit 2221 may estimate the facility that is the target of the request included in the request information using, for example, the personal information of the request information submitter. For example, when the submitter registers for the use of the information processing service provided by the information processing apparatus 2, personal information including the submitter's address is set in the location organizing unit 2221 via the network 9 using the user terminal 3.

[0036] For example, when the request information is text information such as "I want a place where I can relax and rest at the nearest station.", the location organizing unit 2221 extracts the address included in the personal information of the submitter of this request information, and searches for "nearest station" using the address information as a search keyword. When the station closest to the submitter's address is "○○ Station", the location organizing unit 2221 estimates that the submitter's "nearest station" is "○○ Station". The location organizing unit 2221 identifies the estimated "○○ Station" as the facility that is the target of the request, and associates the information indicating the identified facility with the request information.

[0037] The concretization unit 2222 identifies the situation of each facility that is the target of the request from the request information collected for each facility by the collection unit 221. For example, the concretization unit 2222 extracts and concretizes the sentence part or word that means something is requested by performing morphological analysis on the text of the request information, thereby identifying the situation of each facility. It organizes the information on the situation of each facility included in the plurality of request information and creates organized information for each facility that associates the identified facility with the identified situation.

[0038] For example, when the request information is text information such as "I want a café where I can relax near ○○ Station.", the concretization unit 2222 identifies the text "I want a café where I can relax" as the situation of each facility by performing morphological analysis on this request information. It associates the text information indicating the identified situation with the said request information. The concretization unit 2222 creates organized information that associates "○○ Station" identified by the location organization unit 2221 with the situation of "I want a café where I can relax".

[0039] Also, when the concretization unit 2222 cannot identify the text information indicating a specific situation, it may estimate the specific situation of the facility based on the result of morphological analysis of the request information. For example, when the request information is "I want a place where I can relax near ○○ Station.", the concretization unit 2222 searches for the words corresponding to the sentence part "a place where I can relax" from the plurality of request information associated with the facility "○○ Station" identified as the target of the request. Here, for example, if the number of times the word "café" is searched as the word corresponding to the sentence part "a place where I can relax" exceeds a preset threshold, the concretization unit 2222 estimates that the "place where I can relax" that is the target of the request is "café".

[0040] The aggregation unit 223 aggregates the plurality of organized information by identifying the situations to be addressed from the plurality of organized information, evaluating the degree of importance of the identified situations, and creating presentation information that associates the identified situations with their degrees of importance. The aggregation unit 223 includes a situation evaluation unit 2231 and a presentation information creation unit 2232.

[0041] The situation evaluation unit 2231 estimates whether the identified situation should be addressed based on the number of pieces of sorting information for each facility, the demand evaluation information regarding the sorting information, or the number of approvals for the sorting information. For example, the situation evaluation unit 2231 acquires a plurality of pieces of sorting information from the sorting information creation unit 222, and among the acquired plurality of pieces of sorting information, compares the number of pieces of sorting information indicating similar situations with a threshold for estimation, and estimates that the situation indicated by the number of pieces of sorting information exceeding the threshold for estimation should be addressed. Alternatively, for example, the situation evaluation unit 2231 estimates whether the situation indicated by the sorting information should be addressed based on the demand evaluation information. Alternatively, for example, the situation evaluation unit 2231 transmits the sorting information to the outside to count the number of approvals, compares the number of approvals with a threshold for approval for estimation, and estimates that the situation indicated by the sorting information with the number of approvals exceeding the threshold for approval for estimation should be addressed.

[0042] For example, the situation evaluation unit 2231 may determine whether the situations are similar among the sorting information based on the similarity of the types of facilities and the similarity of the meanings of the text portions indicating the situations, and if they are similar, count the number of pieces of sorting information used for estimating whether they should be addressed. For example, it is determined that the types of facilities of "cafe" and "coffee shop" are similar, and "there is no cafe" and "want a coffee shop" are determined to be texts indicating similar situations.

[0043] The situation evaluation unit 2231 may acquire a plurality of pieces of sorting information obtained by the sorting information creation unit 222 at a time retroactively from the current time for a certain period in the past, or may acquire a plurality of pieces of sorting information when the sorting information creation unit 222 creates a predetermined number of pieces of sorting information. When the situation evaluation unit 2231 estimates whether the situation identified based on the number of pieces of sorting information should be addressed, the threshold for estimation used therefor is a threshold regarding the number of pieces of sorting information, and whether it should be addressed is defined by whether it exceeds this threshold. For example, when the threshold for estimation is 20 pieces, the situation evaluation unit 2231 estimates that this situation should be addressed if the number of pieces of sorting information indicating similar situations exceeds 20 pieces.

[0044] In addition, when the situation evaluation unit 2231 cannot estimate the situation to be addressed based on the number of pieces of sorting information, it acquires the demand evaluation information and estimates the situation to be addressed based on the acquired demand evaluation information. For example, when the number of pieces of sorting information indicating a similar situation is equal to or less than the estimation threshold value, the situation evaluation unit 2231 determines that it cannot estimate the situation to be addressed based on the number of pieces of sorting information. In this case, the situation evaluation unit 2231 estimates the situation to be addressed based on the demand evaluation information. The demand evaluation information is composed of past cases such as the number of past demands or evaluation information in past demands, and is stored in the storage unit 23.

[0045] In addition, when the situation evaluation unit 2231 cannot estimate the situation to be addressed based on the number of pieces of sorting information, it transmits the sorting information to the outside to aggregate the number of approvals, compares the number of approvals with the estimation approval threshold value, and estimates that the situation indicated by the sorting information with the number of approvals exceeding the estimation approval threshold value is the situation to be addressed. For example, the situation evaluation unit 2231 creates posting information describing a situation with a number of cases equal to or less than the estimation threshold value, and posts it to the posting site managed by the SNS server 5 via the network 9 by the communication unit 21. Next, the situation evaluation unit 2231 acquires, from the SNS server 5, the number of times the posting information has been positively evaluated, for example, the number of "likes", that is, the number of approvals, within a certain period via the network 9 by the communication unit 21, and when the acquired number exceeds the estimation threshold value, estimates that the situation described in the posting information is the situation to be addressed. The demand evaluation information is evaluation information collected from an unspecified number of users, and the number of approvals may be added.

[0046] Also, when the facility is a station, the situation evaluation unit 2231 creates display information for displaying a situation where the number of cases is equal to or less than the threshold for estimation, and transmits it via the network 9 by the communication unit 21 to a display device that is a sign at the station. The display device displays, on the screen, the situation where the number of cases was equal to or less than the threshold for estimation according to the display information received from the situation evaluation unit 2231. Subsequently, the situation evaluation unit 2231 acquires, via the network 9 by the communication unit 21, from the Web server 4, the number of cases in which the information displayed on the station sign has been positively evaluated within a certain period on the railway operator's Web site, and if the acquired number of cases exceeds the threshold for estimation, estimates that the situation displayed on the sign is a situation that should be addressed.

[0047] For example, when seeking evaluations from an unspecified large number of users such as station users or facility users, the situation evaluation unit 2231 may use e-mail, communication applications, sign devices, etc.

[0048] The situation evaluation unit 2231 evaluates the degree of importance of the estimated situation based on the degree of coincidence between the estimated situation and the situation derived from past requests. For example, the situation evaluation unit 2231 evaluates the degree of importance regarding the estimated situation based on the number of cases where the estimated situation matches the situation for each facility that was the subject of past requests.

[0049] The storage unit 23 stores organized information in which facilities and situations that were the subject of requests in the past are associated. For example, the situation evaluation unit 2232 searches the storage unit 23 using the estimated situation as search information, and as a result of this search, identifies the number of cases where the estimated situation matches the situation for each facility that was the subject of past requests. The situation evaluation unit 2231 compares the identified number of cases with the threshold range, and if the number of matching cases exceeds the upper limit of the threshold range, evaluates that the degree of importance is "high", and if the number of matching cases is less than the lower limit of the threshold range, evaluates that the degree of importance is "low". Furthermore, the situation evaluation unit 2231 evaluates that the degree of importance is "medium" when the number of matching cases is within the threshold range.

[0050] The prompt information creation unit 2232 creates prompt information associating the estimated situation with the degree of importance. For example, a template for prompting is set in the prompt information creation unit 2232, and the situation and degree of importance obtained from the situation evaluation unit 2231 are set in the template to create the prompt information. The prompt information may be display information for display on the user terminal 3, the web server 4, the SNS server 5, the public information server 6, the facility manager terminal 7, or the cooperating business operator terminal 8, etc. The prompt information may be any information as long as the situation to be addressed and its degree of importance can be recognized by referring to it.

[0051] The prompt unit 224 presents the prompt information. The prompt information may be presented in a manner that allows the situation to be addressed and its degree of importance to be recognized by referring to it. The prompt information may be displayed on the screen of the terminal or voice information may be output together with the display. For example, the prompt information regarding the request "I want a café where I can relax near ○○ Station." from a station user is presented to the railway operator in a manner of being displayed on the facility manager terminal 7. That is, the railway operator is the decision maker who decides on the response to the said request.

[0052] When the degree of importance for the request "I want a café where I can relax near ○○ Station." is evaluated as "high", for example, the railway operator can judge that since there is no café where many users of ○○ Station can relax, the satisfaction of the users will decrease, and it should be dealt with more urgently than requests with a degree of importance of "medium" or "low". Also, it can prevent requests with a degree of importance of "medium" or "low" from being dealt with earlier than those with a degree of importance of "high".

[0053] FIG. 3 is a block diagram showing a hardware configuration for realizing the functions of the information processing apparatus 2. For example, as a hardware configuration, the information processing apparatus 2 includes a communication interface 100, an input / output interface 101, a processor 102, and a memory 103. Each function of the collection unit 221, the organized information creation unit 222, the aggregation unit 223, and the presentation unit 224 included in the information processing apparatus 2 is realized by these hardware configurations.

[0054] The communication interface 100 outputs data received from an external device via the network 9 to the processor 102, and transmits data generated by the processor 102 to the facility manager terminal 7 or the like via the network 9. The processor 102 reads and writes data to and from the storage unit 23 via the input / output interface 101. The storage unit 23 is realized by a storage device accessible by a computer functioning as the information processing apparatus 2.

[0055] The information processing application programs for realizing the respective functions of the collection unit 221, the organized information creation unit 222, the aggregation unit 223, and the presentation unit 224 included in the information processing apparatus 2 are stored in the storage unit 23 shown in FIG. 1. The processor 102 reads out the information processing application program stored in the storage unit 23 via the input / output interface 101, loads it into the memory 103, and executes the program loaded into the memory 103. Thereby, the processor 102 realizes the respective functions of the collection unit 221, the organized information creation unit 222, the aggregation unit 223, and the presentation unit 224. Note that the memory 103 is, for example, a RAM (Random Access Memory).

[0056] Next, the information processing method according to Embodiment 1 will be described. FIG. 4 is a flowchart showing the information processing method according to Embodiment 1. The collection unit 221 collects request information regarding requests (step ST1). The location organizing unit 2221 identifies the facility that is the target of the request from the collected request information, and organizes the facility information included in the plurality of request information (step ST2). The concretization unit 2222 identifies the situation for each facility that is the target of the request from the request information collected by the collection unit 221. The situation information for each facility included in the plurality of request information is organized, the identified facility and situation are associated, and organized information for each facility is created (step ST3).

[0057] The situation evaluation unit 2231 determines whether it is possible to estimate the situation to be addressed for each facility based on the number of pieces of organized information for each facility (step ST4). When the situation evaluation unit 2231 can estimate the situation to be addressed based on the number of pieces of organized information (step ST4; YES), the situation evaluation unit 2231 compares the number of pieces of organized information with an estimation threshold value, and estimates the situation indicated by each piece of organized information exceeding the estimation threshold value as the situation to be addressed.

[0058] When the situation evaluation unit 2231 cannot estimate the situation to be addressed based on the number of pieces of organized information (step ST4; NO), the situation evaluation unit 2231 acquires request evaluation information (step ST5). Then, the situation evaluation unit 2231 estimates the situation to be addressed based on the request evaluation information. The situation evaluation unit 2231 evaluates the degree of importance of the identified situation. The degree of importance of the identified situation uses the basis for estimating that the identified situation should be addressed (step ST6). When the situation evaluation unit 2231 cannot estimate the situation to be addressed based on the number of pieces of organized information (step ST4; NO), and the organized information is transmitted externally to count the number of approvals, and the number of approvals is compared with an estimation approval threshold value, and the situation indicated by the organized information with a number of approvals exceeding the estimation approval threshold value is estimated as the situation to be addressed, the explanation of the situation evaluation unit 2231 is self-evident, so the explanation by the flowchart is omitted.

[0059] The presentation information creation unit 2232 creates presentation information associating the estimated situation and the degree of importance evaluated by the situation evaluation unit 2231 (step ST7). The presentation unit 224 presents the presentation information (step ST8). In this way, by referring to the presentation information presented when the information processing apparatus 2 executes a series of processes from step ST1 to step ST8, it is possible to recognize, from among the requests, the situations that should be preferentially addressed.

[0060] (Requests from residents around the facility) The information processing service provided by the information processing apparatus 2 may convey requests from residents around the facility or facility users to the administrator of the facility and prompt the administrator to address those requests. For example, when there is a request from a user in the service area such as "I want a café where I can relax and rest in the ○○ service area", the information processing apparatus 2 causes the facility administrator terminal 7 of the road administrator to display presentation information in which the situation (there is no café where one can relax and rest) of the facility (○○ service area) that is the target of the request and the degree of importance thereof are associated. The road administrator, who is the decision maker, can determine that the above situation should be resolved promptly when the degree of importance is "high".

[0061] (Requests from the facility administrator) The information processing service provided by the information processing apparatus 2 may convey requests from the facility administrator to cooperating companies, residents around the facility, or facility users and prompt them to address those requests. For example, when there is a request from a railway operator such as "There is a shortage of cleaners at ○○ Station", the information processing apparatus 2 causes, for example, the cooperating company terminal 8 of the cooperating company to display presentation information in which the situation (there is a shortage of cleaners) of the facility (○○ Station) that is the target of the request and the degree of importance thereof are associated. The cooperating company, who is the decision maker, can determine that the above situation should be resolved promptly when the degree of importance is "high".

[0062] In addition, the information processing device 2 may cause a user terminal 3 used by residents or facility users around the facility to display presentation information in which the situation of the facility (○○ Station) that is the target of the request (there is a shortage of cleaners) is associated with the degree of importance thereof. In this case, when the degree of importance is "high" for the residents or facility users around the facility, who are the decision-makers, they can judge that the above situation should be resolved promptly and take measures such as recruiting volunteers.

[0063] (Requests for passenger services) The information processing service provided by the information processing device 2 may convey requests from users of passenger services to the railway operator and prompt the railway operator to address those requests. For example, when there is a request from a user of passenger services such as "I want station staff support at ○○ Station at △△ time", the information processing device 2 causes the facility manager terminal 7 of the railway operator to display presentation information in which the situation of the facility (○○ Station) that is the target of the request (wanting station staff support at △△ time) is associated with the degree of importance thereof. The situation indicated by this presentation information has occurred a certain number of times or more based on a comparison with the situations of each facility that has been the target of requests in the past. The railway operator, who is the decision-maker, can allocate station staff promptly to resolve the issue when the degree of importance is "high", and if there is a shortage of station staff resources, can recruit professional service providers or volunteers.

[0064] (Real-time requests) The information processing service provided by the information processing device 2 may convey real-time requests from facility users to the manager of that facility and prompt the manager to address those requests. For example, when there are requests from users of ○○ Station such as "There is a suspicious person at ○○ Station.", "Please clean up the vomit on the platform of ○○ Station.", or "Please mediate the fight on the platform of ○○ Station.", the information processing device 2 causes the facility manager terminal 7 of the railway operator to display presentation information in which the situation of the facility (○○ Station) that is the target of the request (there is a suspicious person, etc.) is associated with the degree of importance thereof.

[0065] The railway operator, who is the decision maker, can handle the situation according to the degree of importance. For example, when the degree of importance of the situation of "arbitrating a quarrel" is "high", the degree of importance of the situation of "there is a suspicious person" is "medium", and the degree of importance of the situation of "cleaning up vomit on the platform" is "low", the railway operator can instruct the station staff to handle them in the order of "arbitrating a quarrel", "there is a suspicious person", and "cleaning up vomit on the platform". In addition, the railway operator can also adopt measures to entrust the security company or the police to handle the situation according to the degree of importance.

[0066] (Request from a cooperating company that wants to introduce facilities or stores, etc. at the station) The information processing service provided by the information processing device 2 may convey the request from a cooperating company that wants to introduce a store or the like into a certain facility to the administrator of that facility and prompt the handling of that request. For example, when there is a request from a cooperating company saying "We are considering installing △△ facilities at ○○ Station. Those who agree, please give an evaluation.", the information processing device 2 displays, for example, presentation information in which the situation (evaluation when agreeing to the installation of △△ facilities) and the degree of importance of the facility (○○ Station), which is the target of the request, are associated with the user terminal 3 of the user presumed to be a user of ○○ Station. The user, who is the decision maker, can judge that it is a request to be evaluated when the degree of importance is "high". As a result, the evaluation can be carried out promptly without being postponed.

[0067] (Needs survey) The information processing service provided by the information processing device 2 may convey the request from a company that wants to survey the needs for launching a product to be installed in a certain facility or a new service to be provided at a certain facility to the users of that facility and prompt the handling of that request. For example, when there is a request from a company saying, "We are trying to launch a new service called △△ at ○○ Station. Please evaluate if you agree.", the information processing device 2 causes, for example, the user terminal 3 of a user presumed to be a user of ○○ Station to display presentation information in which the situation of the facility (○○ Station) that is the target of the request (evaluate if agreeing to the new service called △△) is associated with the degree of importance. The user, who is the decision maker, can determine that it is a request to be evaluated when the degree of importance is "high". This enables an accurate needs survey.

[0068] (Use from an economic perspective) The information processing service provided by the information processing device 2 may convey to the facility manager of a certain facility a request from a user who can provide financial assistance for measures to solve the request for that facility, and prompt the facility manager to handle the request. For example, if the user has set at the time of registering for the above information processing service that financial assistance is possible as personal information, the request from the user is preferentially handled. When there is a request from a user saying, "I hope to install a bulletin board at ○○ Station.", if the information processing device 2 determines from the personal information of this user that financial assistance is possible for the purchase of the bulletin board, the information processing device 2 causes the facility manager terminal 7 of the railway operator to display presentation information in which the situation of the facility (○○ Station) that is the target of the request (hoping to install a bulletin board) is associated with the degree of importance. The situation evaluation unit 2231 sets the degree of importance corresponding to the amount of financial assistance that can be provided to the user or the number of points in lieu thereof. Also, when the situation evaluation unit 2231 cannot estimate the situation to be handled based on the number of pieces of sorted information, the situation evaluation unit 2231 may assign a weight to the request evaluation information from a user who can provide financial assistance, and estimate the situation to be handled based on the request evaluation information including the weight. This enables preferentially handling the requests of users who can provide financial assistance.

[0069] As described above, the information processing apparatus 2 according to Embodiment 1 includes a collection unit 221 that collects request information regarding requests, an arrangement information creation unit 222 that identifies the situation of a facility that is the target of a request from the collected request information and creates arrangement information for each facility, a situation evaluation unit 2231 that estimates whether the identified situation is a situation to be addressed and evaluates the degree of importance of the identified situation using the arrangement information, a presentation information creation unit 2232 that creates presentation information associating the identified situation with the degree of importance, and a presentation unit 224 that presents the presentation information. Since the information processing apparatus 2 summarizes requests, identifies the situation for each location that is a problem for each facility, and presents the identified situation in association with the degree of importance, by referring to the presentation information, it is possible to recognize the situations that should be prioritized from among the requested situations.

[0070] In the information processing apparatus 2 according to Embodiment 1, the situation evaluation unit 2231 estimates that the situations indicated by the arrangement information with a number exceeding the estimation threshold are situations to be addressed by comparing the number of pieces of arrangement information with the estimation threshold. Thereby, it is possible to estimate the situations to be addressed from among various pieces of arrangement information.

[0071] In the information processing apparatus 2 according to Embodiment 1, when the situation evaluation unit 2231 cannot estimate the situations to be addressed based on the number of pieces of arrangement information, it acquires request evaluation information indicating whether the situation should be addressed and estimates the situations to be addressed based on the request evaluation information. Thereby, it is possible to estimate the situations to be addressed from among various pieces of arrangement information.

[0072] In the information processing apparatus 2 according to Embodiment 1, the situation evaluation unit 2231 evaluates the degree of importance based on the number of cases where the estimated situation matches the situation that has been addressed in the past. Thereby, it is possible to accurately determine the degree of importance of the situation estimated to be addressed, that is, whether it should be prioritized for handling.

[0073] The information processing method according to Embodiment 1 includes steps where a collection unit 221 collects request information regarding requests, an arrangement information creation unit 222 identifies the situation for each facility that is the target of the request from the collected request information, and creates arrangement information for each facility, a situation evaluation unit 2231 estimates whether the identified situation is a situation to be addressed using the arrangement information, and evaluates the degree of importance of the identified situation, a presentation information creation unit 2232 creates presentation information associating the identified situation and the degree of importance, and a presentation unit 224 presents the presentation information. By referring to the presentation information presented when the information processing apparatus 2 executes this method, the information processing apparatus 2 can recognize, from among the requests, the situations that should be addressed preferentially.

[0074] The program according to Embodiment 1, when executed by a computer, causes the computer to function as the information processing apparatus 2. Thus, by referring to the presentation information, the information processing apparatus 2 can recognize, from among the requested situations, the situations that should be addressed preferentially.

[0075] Embodiment 2. FIG. 5 is a block diagram showing the configuration of an information processing apparatus 2A according to Embodiment 2. In FIG. 5, the information processing apparatus 2A is a server that creates presentation information provided by an information processing service, formulates countermeasures for solving the situation (problems) at the location indicated by the presentation information, and creates an execution plan for actually executing the countermeasure plan. That is, in the system shown in FIG. 1, the information processing apparatus 2A is used in place of the information processing apparatus 2.

[0076] The presentation information is information in which the situation to be addressed for each facility derived from the received requests and the degree of importance thereof are associated. When it is determined to address the situation indicated by the presentation information, the information processing apparatus 2A creates countermeasure information regarding the countermeasure plan. In Embodiment 2, components and the like that are common to Embodiment 1 are denoted by the same reference numerals or the same terms are used, and detailed descriptions thereof are omitted.

[0077] An information processing apparatus 2A that provides information processing services includes a communication unit 21, an arithmetic unit 22A, and a storage unit 23A. The communication unit 21 communicates with a user terminal 3, a Web server 4, an SNS server 5, a public information server 6, a facility manager terminal 7, and a cooperating vendor terminal 8 via a network 9. For example, the communication unit 21 can communicate with the user terminal 3, etc. that is capable of mobile communication by a communication method such as LTE, 3G, 4G, or 5G via the network 9. The arithmetic unit 22A controls the overall operation of the information processing apparatus 2A. The arithmetic unit 22A realizes various functions by executing an information processing application for creating and presenting presentation information, countermeasure case information, and an execution plan.

[0078] The storage unit 23A stores an information processing application and information used for the arithmetic processing of the arithmetic unit 22A. For example, the storage unit 23A stores, in addition to the sorting information in which the facilities and situations that were the objects of requests in the past were associated as shown in the first embodiment, countermeasure performance information regarding the countermeasures adopted in the past.

[0079] The arithmetic unit 22A includes a collection unit 221, a sorting information creation unit 222, an aggregation unit 223, a presentation unit 224, a countermeasure case creation unit 225, a countermeasure case evaluation unit 226, an execution plan creation unit 227, and an analysis unit 228. By the arithmetic unit 22A executing the information processing application, the functions of the collection unit 221, the sorting information creation unit 222, the aggregation unit 223, the presentation unit 224, the countermeasure case creation unit 225, the countermeasure case evaluation unit 226, the execution plan creation unit 227, and the analysis unit 228 are realized. For example, as a hardware configuration, the information processing apparatus 2A has a communication interface 100, an input / output interface 101, a processor 102, and a memory 103 shown in FIG. 3. The functions of the collection unit 221, the sorting information creation unit 222, the aggregation unit 223, the presentation unit 224, the countermeasure case creation unit 225, the countermeasure case evaluation unit 226, the execution plan creation unit 227, and the analysis unit 228 included in the information processing apparatus 2A are realized by these hardware configurations.

[0080] The countermeasure plan creation unit 225 creates countermeasure plan information regarding a countermeasure plan for the situation indicated by the presented information based on the countermeasure performance information regarding the countermeasures adopted in the past for the situation indicated by the presented information. For example, for the presented information "I want a café where I can relax and take a break near ○○ Station", if there is countermeasure performance information that a cooperating company opened a café at the adjacent station, the countermeasure plan creation unit 225 compares the two pieces of information, identifies whether there are different countermeasures between the case of opening a café at ○○ Station and the case of opening it at the adjacent station, and extracts the information necessary for the case of opening a café at ○○ Station. Then, the countermeasure plan creation unit 225 formulates a countermeasure plan including the extracted differential information and creates countermeasure plan information indicating this. For creating the countermeasure plan information, a learned model that outputs the countermeasure plan information when the presented information and the countermeasure performance information are input may be used. Also, the countermeasure plan creation unit 225 may obtain the countermeasure plan information manually created using the presented information and the countermeasure performance information.

[0081] When there is no countermeasure performance information corresponding to the situation indicated by the presented information, the countermeasure plan creation unit 225 obtains the countermeasure plan information created externally for the situation indicated by the presented information. For example, when there is no countermeasure performance information in the storage unit 23A, the countermeasure plan creation unit 225 creates inquiry information for requesting the creation of a countermeasure plan regarding the presented information and transmits it to the cooperating company terminal 8 via the network 9 by the communication unit 21. The cooperating company creates the countermeasure plan information in response to the inquiry information and returns it to the information processing apparatus 2A via the network 9. Thereby, the countermeasure plan creation unit 225 can obtain the countermeasure plan information created externally for the situation indicated by the presented information. Also, the countermeasure plan creation unit 225 may request an external AI that creates the countermeasure plan information using a learned model that outputs the countermeasure plan information when the presented information is input, to create the countermeasure plan information.

[0082] The countermeasure plan evaluation unit 226 acquires countermeasure evaluation information indicating whether or not to adopt the countermeasure plan regarding the countermeasure plan information, and evaluates the countermeasure plan information based on the acquired countermeasure evaluation information. For example, when the degree of importance of the situation indicated by the presented information is low, the countermeasure plan evaluation unit 226 acquires the countermeasure evaluation information and evaluates the countermeasure plan information based on the countermeasure evaluation information.

[0083] The countermeasure evaluation information is information indicating whether or not to adopt the countermeasure plan indicated by the countermeasure case information, and is, for example, evaluation information collected from an unspecified number of users. For example, the countermeasure plan evaluation unit 226 creates posting information indicating the countermeasure case information, and posts it to the posting site managed by the SNS server 5 via the network 9 by the communication unit 21. Next, the countermeasure plan evaluation unit 226 acquires, from the SNS server 5 via the network 9 by the communication unit 21, the number of times the posting information has been positively evaluated within a certain period, for example, the number of "likes", and if the acquired number exceeds the threshold, evaluates that the countermeasure plan described in the posting information should be adopted.

[0084] In addition to the countermeasure evaluation information, the countermeasure plan evaluation unit 226 acquires point information indicating points corresponding to the cost of the countermeasure plan, and includes the acquired point information in the countermeasure case information corresponding to the countermeasure evaluation information. For example, the countermeasure plan evaluation unit 226 creates posting information requesting a donation of point information, and posts it to the posting site managed by the SNS server 5 via the network 9 by the communication unit 21. Next, the countermeasure plan evaluation unit 226 acquires, from the SNS server 5 via the network 9 by the communication unit 21, the point information donated within a certain period, and includes the acquired point information in the countermeasure case information corresponding to the countermeasure evaluation information. Thereby, it is possible to use the points for the cost of the countermeasure plan.

[0085] The execution plan creation unit 227 creates an execution plan for executing the countermeasure plan regarding the countermeasure case information. The execution plan includes, for example, information indicating the detailed content of the countermeasure, the result of the needs survey of the countermeasure, the presence or absence of cooperating vendors, the cost required for the countermeasure, the difficulty of implementation, and the impact on the future due to the execution of the countermeasure. For example, the execution plan creation unit 227 uses the template information in which the above items necessary for executing the countermeasure plan are set, acquires the information to be registered in each item from the countermeasure performance information, and acquires it from the user terminal 3, the Web server 4, the SNS server 5, the public information server 6, the facility manager terminal 7, and the cooperating vendor terminal 8. The execution plan creation unit 227 creates an execution plan by registering the acquired information in each item of the template information. Further, when information to be registered in each of the above items is input, the execution plan creation unit 227 may create an execution plan using a learned model that outputs an execution plan.

[0086] The analysis unit 228 acquires execution status information regarding the execution status of the countermeasure, and creates information associating the acquired execution status information with the execution plan as countermeasure performance information. For example, the countermeasure performance information created by the analysis unit 228 is stored in the storage unit 23A. Thereby, the countermeasure plan creation unit 225 can create countermeasure plan information using the countermeasure performance information stored in the storage unit 23A.

[0087] Note that when countermeasure evaluation information for evaluating the execution content of the countermeasure is input, the analysis unit 228 may infer the effect of the countermeasure using a learned model that outputs the effect of the countermeasure. Based on the effect of the countermeasure included in the countermeasure performance information, the countermeasure plan creation unit 225 may determine the priority order for creating the countermeasure plan information.

[0088] Next, an information processing method according to Embodiment 2 will be described. FIG. 6 is a flowchart showing an information processing method according to Embodiment 2. The countermeasure plan creation unit 225 acquires the presentation information stored in the storage unit 23A (step ST1A). Next, the countermeasure plan creation unit 225 determines whether countermeasure performance information regarding countermeasures adopted in the past for the situation indicated by the presentation information is stored in the storage unit 23A (step ST2A).

[0089] When the countermeasure plan creation unit 225 determines that the countermeasure performance information corresponding to the presentation information is not stored in the storage unit 23A (step ST2A; NO), it requests the external party to create countermeasure plan information via the network 9 by the communication unit 21 (step ST3A). Then, the countermeasure plan creation unit 225 acquires the countermeasure plan information created externally for the situation indicated by the presentation information.

[0090] Also, when the countermeasure result information corresponding to the presented information is stored in the storage unit 23A (step ST2A; YES), the countermeasure plan creation unit 225 creates countermeasure plan information regarding the countermeasure plan for the situation indicated by the presented information based on the countermeasure result information read from the storage unit 23A (step ST4A).

[0091] Next, the countermeasure plan evaluation unit 226 determines whether a needs confirmation survey is necessary based on the importance level of the situation (problem) corresponding to the countermeasure plan information (step ST5A). When a needs confirmation survey is necessary (step ST5A; YES), the countermeasure plan evaluation unit 226 acquires countermeasure evaluation information indicating whether to adopt the countermeasure plan regarding the countermeasure plan information, and evaluates the countermeasure plan information based on the acquired countermeasure evaluation information (step ST6A). When the countermeasure plan information has a predetermined or higher evaluation (when there is a need), the process proceeds to step ST7A.

[0092] The execution plan creation unit 227 creates an execution plan for executing the countermeasure plan regarding the countermeasure plan information (step ST7A). Subsequently, the execution plan creation unit 227 presents the execution plan (step ST8A). In this way, by the information processing apparatus 2A executing a series of processes from step ST1A to step ST8A and causing the presented execution plan to be executed, it is possible to address the situation for each facility that is the target of the request.

[0093] FIG. 7 is a flowchart showing the learning process in the second embodiment. The analysis unit 228 acquires execution status information regarding the execution status of the countermeasure of the execution plan (step ST1B). Next, the analysis unit 228 infers the effect of the countermeasure using a learned model that outputs the effect of the countermeasure when countermeasure evaluation information for evaluating the execution content of the countermeasure is input (step ST2B). The analysis unit 228 creates information associating the acquired execution status information and the execution plan as countermeasure result information (step ST3B).

[0094] As described above, the information processing apparatus 2A according to the second embodiment includes a countermeasure plan creation unit 225 that creates countermeasure plan information regarding a countermeasure plan for the situation indicated by the presentation information based on the countermeasure result information regarding the countermeasures adopted in the past for the situation indicated by the presentation information. Thereby, the information processing apparatus 2A can formulate a desired countermeasure based on the result information of the countermeasures adopted in the past.

[0095] In the information processing apparatus 2A according to the second embodiment, when there is no countermeasure result information corresponding to the situation indicated by the presentation information, the countermeasure plan creation unit 225 acquires the countermeasure plan information created externally for the situation indicated by the presentation information. Thereby, even when there is no result information of the countermeasures, the information processing apparatus 2A can obtain the desired countermeasure plan information.

[0096] In the information processing apparatus 2A according to the second embodiment, a countermeasure plan evaluation unit 226 is provided that acquires countermeasure evaluation information indicating whether or not to adopt a countermeasure plan regarding the countermeasure plan information, and evaluates the countermeasure plan information based on the acquired countermeasure evaluation information. Thereby, the information processing apparatus 2A can determine the countermeasure plan information to be adopted from among a plurality of pieces of countermeasure plan information.

[0097] In the information processing apparatus 2A according to the second embodiment, the countermeasure plan evaluation unit 226 acquires, in addition to the countermeasure evaluation information, point information indicating points corresponding to the cost of the countermeasure plan, and includes the acquired point information in the countermeasure plan information corresponding to the countermeasure evaluation information. Thereby, the information processing apparatus 2A can determine the countermeasure plan information to be adopted from among a plurality of pieces of countermeasure plan information based on the cost of the countermeasure plan.

[0098] In the information processing apparatus 2A according to the second embodiment, an execution plan creation unit 227 is provided that creates an execution plan for executing the countermeasure plan regarding the countermeasure plan information. Thereby, the information processing apparatus 2A can formulate an execution plan for actually executing the desired countermeasure.

[0099] In the information processing apparatus 2A according to Embodiment 2, an analysis unit 228 is provided that acquires execution status information regarding the execution status of countermeasures and creates information associating the acquired execution status information with the execution plan as countermeasure performance information. Thereby, the information processing apparatus 2A can accumulate countermeasure performance information used when creating countermeasure case information.

[0100] In the information processing apparatus 2A according to Embodiment 2, when countermeasure evaluation information for evaluating the execution content of countermeasures is input, the analysis unit 228 infers the effect of the countermeasures using a learned model that outputs the effect of the countermeasures. Thereby, the information processing apparatus 2A can grasp the effect of the executed response and can also create countermeasure performance information including the effect of the countermeasures.

[0101] The information processing method according to Embodiment 2 includes a step in which a collection unit 221 collects request information regarding a request, a step in which an organization information creation unit 222 identifies the situation for each facility that is the target of the request from the collected request information and creates organization information for each facility, a step in which a situation evaluation unit 2231 estimates whether the identified situation is a situation to be addressed using the organization information and evaluates the degree of importance of the identified situation, a step in which a presentation information creation unit 2232 creates presentation information associating the identified situation with the degree of importance, a step in which a presentation unit 224 presents the presentation information, a step in which a countermeasure plan creation unit 225 creates countermeasure case information regarding a countermeasure plan for the situation at the location indicated by the presentation information based on countermeasure performance information regarding countermeasures adopted in the past for the situation indicated by the presentation information, and a step in which an execution plan creation unit 227 creates an execution plan for executing the countermeasure plan regarding the countermeasure case information. By the information processing apparatus 2A referring to the presented presentation information by executing this method, it is possible to recognize, from among the requested situations, the situations that should be addressed preferentially. Furthermore, it is possible to formulate countermeasures according to the degree of importance of the request and present an execution plan for executing this countermeasure.

[0102] When the program according to Embodiment 2 is executed by a computer, the computer functions as the information processing apparatus 2A. Thus, by referring to the presentation information, it is possible to recognize, from among the desired situations, the situations that should be preferentially addressed. Further, it is possible to formulate countermeasures according to the importance of the desires and present an execution plan for executing these countermeasures.

[0103] Hereinafter, various aspects of the present disclosure will be summarized and described as appendices.

[0104] (Appendix 1) A collection unit that collects desire information regarding desires; An organized information creation unit that specifies the situation for each facility that is the target of the desire from the collected desire information and creates organized information for each facility; A situation evaluation unit that estimates whether the specified situation is a situation to be addressed and evaluates the degree of importance of the specified situation using the organized information; A presentation information creation unit that creates presentation information associating the specified situation with the degree of importance; An information processing apparatus including a presentation unit that presents the presentation information. (Appendix 2) The information processing apparatus according to Appendix 1, wherein the situation evaluation unit estimates, by comparing the number of pieces of the organized information with a threshold value for estimation, that the situations indicated by the organized information having a number exceeding the threshold value for estimation are situations to be addressed. (Appendix 3) The information processing apparatus according to Appendix 1 or Appendix 2, wherein when the situation evaluation unit cannot estimate the situation to be addressed based on the number of pieces of the organized information, the situation evaluation unit acquires desire evaluation information indicating whether the situation is a situation to be addressed and estimates the situation to be addressed based on the desire evaluation information. (Appendix 4) The information processing apparatus according to any one of Appendices 1 to 3, wherein the situation evaluation unit evaluates the degree of importance based on the number of times the specified situation matches the situation for each facility that has been the target of the desire in the past. (Appendix 5) An information processing apparatus according to any one of Appendices 1 to 4, comprising a countermeasure plan creation unit that creates countermeasure plan information regarding a countermeasure plan for the situation indicated by the prompt information based on countermeasure performance information regarding countermeasures adopted in the past for the situation indicated by the prompt information. (Appendix 6) The information processing apparatus according to Appendix 5, wherein the countermeasure plan creation unit acquires the countermeasure plan information created externally for the situation indicated by the prompt information when there is no countermeasure performance information corresponding to the situation indicated by the prompt information. (Appendix 7) An information processing apparatus according to Appendix 5 or Appendix 6, comprising a countermeasure plan evaluation unit that acquires countermeasure evaluation information indicating whether or not the countermeasure plan regarding the countermeasure plan information should be adopted, and evaluates the countermeasure plan information based on the acquired countermeasure evaluation information. (Appendix 8) The information processing apparatus according to Appendix 7, wherein the countermeasure plan evaluation unit acquires, in addition to the countermeasure evaluation information, point information indicating points corresponding to the cost of the countermeasure plan, and includes the acquired point information in the countermeasure plan information corresponding to the countermeasure evaluation information. (Appendix 9) An information processing apparatus according to any one of Appendices 5 to 8, comprising an execution plan creation unit that creates an execution plan for executing the countermeasure plan regarding the countermeasure plan information. (Appendix 10) An information processing apparatus according to Appendix 9, comprising an analysis unit that acquires execution status information regarding the execution status of the countermeasure, and creates information associating the acquired execution status information with the execution plan as the countermeasure performance information. (Appendix 11) The information processing apparatus according to Appendix 10, wherein the analysis unit infers the effect of the countermeasure using a learned model that outputs the effect of the countermeasure when countermeasure evaluation information for evaluating the execution content of the countermeasure is input. (Appendix 12) An information processing method executed by an information processing apparatus, comprising: a step in which a collection unit collects request information regarding a request; A step in which an organizing information creation unit identifies the situation for each facility that is the target of the request from the collected request information and creates organizing information for each facility; A step in which a situation evaluation unit estimates whether the identified situation is a situation to be addressed using the organizing information and evaluates the degree of importance of the identified situation; A step in which a presentation information creation unit creates presentation information associating the identified situation and the degree of importance; A step in which a presentation unit presents the presentation information, and an information processing method comprising the same. (Appendix 13) A step in which a countermeasure plan creation unit creates countermeasure plan information regarding a countermeasure plan for the situation indicated by the presentation information based on countermeasure performance information regarding countermeasures adopted in the past for the situation indicated by the presentation information; A step in which an execution plan creation unit creates an execution plan for executing the countermeasure plan regarding the countermeasure plan information, and the information processing method described in Appendix 12 comprising the same. (Appendix 14) An information processing program for causing a computer to function as the information processing apparatus described in any one of Appendices 1 to 11.

[0105] Note that combinations of each embodiment or modifications of any constituent elements of each embodiment or omissions of any constituent elements in each embodiment are possible.

Explanation of Signs

[0106] 1 Information processing system, 2, 2A Information processing device, 3 User terminal, 4 Web server, 5 SNS server, 6 Public information server, 7 Facility manager terminal, 8 Cooperative business operator terminal, 9 Network, 21 Communication unit, 22, 22A Arithmetic unit, 23, 23A Memory unit, 100 Communication interface, 101 Input / output interface, 102 Processor, 103 Memory, 221 Collection unit, 222 Organized information creation unit, 223 Aggregation unit, 224 Presentation unit, 225 Countermeasure plan creation unit, 226 Countermeasure plan evaluation unit, 227 Execution plan creation unit, 228 Analysis unit, 2221 Location organization unit, 2222 Materialization unit, 2231 Situation evaluation unit, 2232 Presentation information creation unit.

Claims

1. A collection unit that collects request information related to requests; a sorting information creation unit that identifies a situation for each facility that is the subject of the request from the collected request information and creates sorting information for each facility; a situation evaluation unit that estimates whether the identified situation is a situation that requires action by using the sorting information and evaluates the importance of the identified situation; a presentation information creation unit that creates presentation information that links the specified situation with the importance level; A presentation unit that presents the presentation information.

2. The information processing device according to claim 1 , wherein the situation evaluation unit estimates that a situation indicated by each of the sorting information pieces, the number of which exceeds the estimation threshold, is a situation requiring action by comparing the number of the sorting information pieces with an estimation threshold.

3. The information processing device according to claim 1 , wherein the situation evaluation unit, when unable to estimate the situation to be addressed based on the number of items of the sorted information, acquires need evaluation information indicating whether the situation requires addressing or not, and estimates the situation to be addressed based on the need evaluation information.

4. The information processing apparatus according to claim 1 , wherein the situation evaluation unit evaluates the degree of importance based on the number of times the specified situation matches a situation for each facility that was previously the subject of the request.

5. The information processing apparatus according to claim 1 , further comprising a countermeasure plan creating unit that creates countermeasure plan information regarding a countermeasure plan for the situation indicated by the presentation information, based on countermeasure performance information regarding countermeasures adopted in the past for the situation indicated by the presentation information.

6. The information processing apparatus according to claim 5 , wherein the countermeasure plan creating unit acquires the countermeasure plan information created externally for the situation indicated by the presentation information when the countermeasure result information corresponding to the situation indicated by the presentation information is not present.

7. The information processing apparatus according to claim 5 , further comprising a countermeasure plan evaluation unit that acquires countermeasure evaluation information indicating whether or not the countermeasure plan related to the countermeasure plan information should be adopted, and evaluates the countermeasure plan information based on the acquired countermeasure evaluation information.

8. The information processing device according to claim 7 , wherein the countermeasure proposal evaluation unit acquires, in addition to the countermeasure evaluation information, point information indicating points corresponding to the cost of the countermeasure proposal, and includes the acquired point information in the countermeasure proposal information corresponding to the countermeasure evaluation information.

9. The information processing apparatus according to claim 5 , further comprising an execution plan creating section that creates an execution plan for executing the countermeasure plan related to the countermeasure plan information.

10. The information processing apparatus according to claim 9 , further comprising an analysis unit configured to obtain execution status information relating to an execution status of the countermeasure, and to generate information linking the obtained execution status information with the execution plan as the countermeasure performance information.

11. The information processing device according to claim 10 , wherein the analysis unit infers the effect of the countermeasure by using a trained model that outputs the effect of the countermeasure when countermeasure evaluation information for evaluating an execution content of the countermeasure is input.

12. An information processing method executed by an information processing device, A collection unit collects request information relating to the request; a sorting information creation unit identifying a situation of each facility that is the subject of the request from the collected request information and creating sorting information for each facility; a situation evaluation unit using the sorting information to estimate whether the identified situation is a situation that requires action and evaluate the importance of the identified situation; A presentation information generating unit generates presentation information linking the identified situation with the degree of importance; A presentation unit presents the presentation information.

13. A countermeasure plan creating unit creates countermeasure plan information on a countermeasure plan for the situation indicated by the presentation information based on countermeasure performance information on countermeasures adopted in the past for the situation indicated by the presentation information; The information processing method according to claim 12 , further comprising: a step of: creating, by an execution plan creation unit, an execution plan for executing the countermeasure proposal related to the countermeasure proposal information.

14. Computer, A collection department that collects request information related to requests; a sorting information creation unit that identifies a situation for each facility that is the subject of the request from the collected request information and creates sorting information for each facility; a situation evaluation unit that estimates whether the identified situation is a situation that requires action using the sorting information and evaluates the importance of the identified situation; a presentation information creation unit that creates presentation information linking the specified situation with the degree of importance; An information processing program for causing the presentation unit to function as a presentation unit that presents the presentation information.

15. The computer further comprises: a countermeasure plan creating unit that creates countermeasure plan information regarding a countermeasure plan for the situation indicated by the presentation information based on countermeasure performance information regarding countermeasures previously adopted for the situation indicated by the presentation information; 15. The information processing program according to claim 14, for causing the information processing program to function as an execution plan creating section that creates an execution plan for executing the countermeasure plan related to the countermeasure plan information.

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