Information processing apparatus and program
The information processing apparatus calculates empathy and reliability scores to enhance virtual customer service interactions by adjusting virtual staff dialogue, addressing the mechanical nature of existing systems and improving user engagement and sales.
JP2025113100AActive Publication Date: 2025-08-01AIQ INC
Patent Information
- Application Number
- JP2024032472
- Authority / Receiving Office
- JP · JP
- Patent Type
- Applications
- Current Assignee / Owner
- Filing Date
- 2024-03-04
- Publication Date
- 2025-08-01
- Estimated Expiration
- 2044-01-19
AI Technical Summary
Technical Problem
Existing virtual customer service systems using generative AI for e-commerce sites lack the ability to gauge user empathy and adjust conversations effectively, leading to mechanical and unengaging interactions.
Method used
An information processing apparatus that calculates empathy, reliability, and intimacy scores based on user responses, adjusting the virtual staff's speech to match user sentiment and enhance engagement.
Benefits of technology
Enhances user engagement by dynamically adjusting virtual staff dialogue to increase empathy and reliability, thereby improving customer interaction and potential sales outcomes.
✦ Generated by Eureka AI based on patent content.
Smart Images
Figure 2025113100000001_ABST
Abstract
To estimate how a user feels empathy.SOLUTION: A processor of an information processing apparatus 1 executes a program to function as: means (S2) for receiving data of a speech of a real user from a user terminal; means (S9) for transmitting, to a speech sentence generation apparatus, a request to generate a speech of a virtual user together with data of histories of speeches of the real user and the virtual user; means (S10) for receiving data of a speech of the virtual user from the speech sentence generation apparatus; means (S12) for transmitting, to the user terminal, the received data of the speech of the virtual user; means (S23) for determining, based on the speech of the real user, whether the real user agrees with or disagrees with the speech of the virtual user; and means (S24, S25, S26) for calculating, based on a result of the determination, the empathy score indicating how the real user feels empathy with the virtual user.SELECTED DRAWING: Figure 5
Need to check novelty before this filing date? Find Prior Art
Citation Information
Patent Citations
Device and method for processing information and recording medium
JP2001188779A
Server device, information processing system, and information processing method
JP2014210025A
Dialog device
JP2022025917A
Information processing method, information processing device, information processing system, and computer program
WO2022118869A1
KR20230169681A