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

Abstract

To more effectively support grasping of a prospective customer's interest in commodities.SOLUTION: An information processing apparatus has: a behavior history recording unit that records the history of behaviors of a reader in a web site that is the collection of one or more web pages for promoting the sales of commodities, in a behavior history storage unit in association with the reader; an interaction recording unit that records the details of an interaction between the reader and a computer performed along with browsing of the web site, in an interaction history storage unit in association with the reader; and a transmission unit that transmits, to a terminal, display information including the behavior history recorded in the behavior history storage unit in association with the reader, and the details of the interaction recorded in the interaction history recording unit in association with the reader.SELECTED DRAWING: Figure 3

Description

[Technical Field]

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

[0002] Websites are used in the marketing of products (including services) (see, for example, Patent Document 1). For example, a seller may send emails or make phone calls to potential customers who have converted on the seller's website. Conversion here refers to inputting information necessary for inside sales, such as a phone number or email address. On a website, potential customers can be enticed to convert by, for example, requesting information materials or applying to participate in a seminar.

[0003] Traditionally, behavioral data refers to information such as "which pages on a website were viewed." Sellers check this information to infer the interests and concerns of prospective customers who have converted, and use this information when making emails or phone calls. Summary of the Invention [Problem to be solved by the invention]

[0004] While conventional technology can utilize information such as "which pages on a website were viewed," it is difficult to grasp the interests and concerns of potential customers regarding matters not listed on the website. As a result, the interests and concerns that a seller can grasp about a potential customer are limited to the matters listed on the website, and there is a possibility that the content of emails or phone calls to potential customers will be irrelevant to them.

[0005] The present invention has been made in consideration of the above points, and aims to more effectively support understanding the interests and concerns of potential customers of a product. [Means for solving the problem]

[0006] In order to solve the above problem, the information processing device has a behavior history recording unit that associates a viewer's behavior history on a website, which is a collection of one or more web pages for promoting product sales, with the viewer and records it in a behavior history memory unit; an interaction recording unit that associates the content of the interaction between the viewer and a computer that occurs when the website is viewed with the viewer and records it in the interaction history memory unit; and a transmission unit that transmits display information to a terminal, including the behavior history associated with a certain viewer and recorded in the behavior history memory unit, and the content of the interaction associated with the viewer and recorded in the interaction history memory unit. [Effects of the Invention]

[0007] This can more effectively help understand the interests and concerns of potential customers for the product. [Brief explanation of the drawings]

[0008] [Figure 1] 1 is a diagram illustrating an example of a configuration of an information processing system 1 according to an embodiment of the present invention. [Figure 2] 1 is a diagram illustrating an example of a hardware configuration of an information processing device 10 according to an embodiment of the present invention. [Figure 3] 1 is a diagram illustrating an example of a functional configuration of an information processing system 1 according to an embodiment of the present invention. [Figure 4] FIG. 10 is a sequence diagram illustrating an example of a processing procedure executed when a Web page is viewed. [Figure 5] FIG. 2 is a diagram showing a first example of a definition of a Web page according to the present embodiment. [Figure 6] FIG. 2 is a diagram illustrating an example of the configuration of a behavior history storage unit 121. [Figure 7] 10 is a flowchart illustrating an example of a processing procedure based on keisoku.js. [Figure 8] FIG. 10 is a diagram showing a second example of a definition of a Web page according to the present embodiment. [Figure 9]10 is a flowchart illustrating an example of a processing procedure based on chatbot.js. [Figure 10] FIG. 10 is a diagram illustrating a display example of a chat screen. [Figure 11] 10 is a flowchart illustrating an example of a processing procedure executed by a customer terminal 30 in a chat process. [Figure 12] 10 is a flowchart illustrating an example of a processing procedure executed by a chatbot server in a chat process. [Figure 13] FIG. 2 is a diagram illustrating an example of the configuration of a dialogue history storage unit 123. [Figure 14] FIG. 2 is a diagram illustrating an example of the configuration of a form definition storage unit 122. [Figure 15] 10 is a flowchart illustrating an example of a processing procedure executed by a transmission unit 13 in response to a request from a seller terminal 40. [Figure 16] 10 is a flowchart illustrating an example of a processing procedure for generating and transmitting a CV list screen. [Figure 17] FIG. 10 is a diagram showing a display example of a CV list screen. [Figure 18] 10 is a flowchart illustrating an example of a processing procedure for generating and transmitting a CV result screen. [Figure 19] FIG. 10 is a diagram showing an example of a CV result screen display. [Figure 20] 10 is a flowchart illustrating an example of a processing procedure for action (summary) screen generation and transmission processing. [Figure 21] FIG. 10 is a diagram showing a display example of an action (summary) screen. [Figure 22] 10 is a flowchart illustrating an example of a processing procedure for generating and transmitting an action (time series) screen. [Figure 23] FIG. 10 is a diagram showing a display example of a behavior (time series) screen. DETAILED DESCRIPTION OF THE INVENTION

[0009] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. Fig. 1 is a diagram showing an example of the configuration of an information processing system 1 according to an embodiment of the present invention. As shown in Fig. 1, the information processing system 1 includes a web server 20, one or more customer terminals 30, one or more seller terminals 40, and an information processing device 10.

[0010] The web server 20 is one or more computers that provide a website for the purpose of promoting the sale of a certain product (i.e., for marketing purposes). In this embodiment, a product includes not only tangible objects but also software, services, and any other object or thing that can be the subject of commercial transactions. A website is a collection of one or more web pages. The web pages that make up a website are related by unidirectional or bidirectional links. Therefore, one website can be represented by a directed graph with web pages as nodes and links as edges.

[0011] The customer terminal 30 is a terminal used by a viewer of a website (hereinafter simply referred to as "website") provided by the web server 20. Since the website is a website for promoting the sale of a product, the viewer is basically a potential customer of the product.

[0012] Seller terminal 40 is a terminal used by a person (seller) who sells a product that is the subject of sales promotion on a website. A seller may be an organization such as a corporation, or a natural person. However, in the context of a user of seller terminal 40, a seller is a natural person who belongs to the seller as an organization.

[0013] The information processing device 10 is one or more computers that support product sales promotion via a website. The information processing device 10 records the behavioral history of viewers on the website and the content of the viewers' interactions with a computer (chatbot). The behavioral history refers to the history of the viewers' actions. The viewer's actions, for example, refer to the browsing of web pages that make up the website. One browsing of one web page constitutes one action. However, actions may be distinguished for each operation by the viewer on each web page. The information processing device 10 also transmits information including the behavioral history and the content of the interactions (hereinafter referred to as "customer information") to the seller terminal 40 in response to a request from the seller terminal 40. A seller who views the customer information can obtain useful information about the interests and concerns of the viewer, who is a potential customer. The behavioral history and the content of the interactions are recorded in association with each viewer.

[0014] The customer terminal 30 or the terminal serving as the viewing terminal is, for example, a smartphone, a tablet terminal, or a PC (Personal Computer).

[0015] 2 is a diagram showing an example of the hardware configuration of an information processing device 10 according to an embodiment of the present invention. The information processing device 10 in FIG. 2 includes a drive device 100, an auxiliary storage device 102, a memory device 103, a processor 104, and an interface device 105, which are all interconnected via a bus B.

[0016] A program for realizing processing in the information processing device 10 is provided by a recording medium 101 such as a CD-ROM. When the recording medium 101 storing the program is set in the drive device 100, the program is installed from the recording medium 101 to the auxiliary storage device 102 via the drive device 100. However, the program does not necessarily have to be installed from the recording medium 101, but may be downloaded from another computer via a network. The auxiliary storage device 102 stores the installed program as well as necessary files, data, etc.

[0017] When an instruction to start a program is received, the memory device 103 reads and stores the program from the auxiliary storage device 102. The processor 104 is a CPU or a GPU (Graphics Processing Unit), or a CPU and a GPU, and executes functions related to the information processing device 10 in accordance with the program stored in the memory device 103. The interface device 105 is used as an interface for connecting to a network.

[0018] The Web server 20, the customer terminal 30, and the seller terminal 40 may also have the same hardware configuration as that shown in FIG.

[0019] FIG. 3 is a diagram showing an example of a functional configuration of the information processing system 1 according to the embodiment of the present invention.

[0020] The customer terminal 30 has a web browser 31. The web browser 31 is a general (general-purpose) web browser. The web browser 31 is used to browse websites.

[0021] The seller terminal 40 has a web browser 41. The web browser 41 is a general (general-purpose) web browser. The web browser 41 is used to view customer information.

[0022] The information processing device 10 has a behavior history recording unit 11, a dialogue recording unit 12, and a transmission unit 13. Each of these units is realized by processing that one or more programs installed in the information processing device 10 executes on the processor 104. The information processing device 10 also uses a behavior history storage unit 121, a form definition storage unit 122, and a dialogue history storage unit 123. Each of these storage units can be realized using, for example, the auxiliary storage device 102, or a storage device connectable to the information processing device 10 via a network.

[0023] The behavior history recording unit 11 associates the behavior history of a viewer on a website with the viewer and records it in the behavior history storage unit 121. Strictly speaking, for each behavior of a viewer, the behavior history recording unit 11 records information indicating the behavior (hereinafter referred to as "behavior information") in the behavior history storage unit 121. The behavior information is information indicating who viewed which web page, when, and so on.

[0024] The dialogue recording unit 12 records the content of a dialogue (content of message exchange) between a viewer and a computer (chatbot) that occurs when the viewer browses a website in the dialogue history storage unit 123, associating each message with the viewer. Therefore, the dialogue history storage unit 123 records a history of messages from the viewer and messages from the chatbot. The dialogue between the viewer and the chatbot refers to a message (question, etc.) from the viewer and a response from the chatbot to the message. The dialogue is carried out, for example, in the form of a chat. In this case, the dialogue recording unit 12 records the content of the dialogue using the chatbot.

[0025] In this embodiment, a chatbot is software composed of a chatbot UI and a chatbot server. The chatbot server is a computer that automatically responds to messages from a viewer. In this embodiment, the dialogue recording unit 12 functions as the chatbot server. The chatbot UI is a program that runs on the web browser 31 and displays messages from the chatbot server and transmits information input by a viewer to the chatbot server. The chatbot UI is implemented by a script such as JavaScript (registered trademark). In this embodiment, a script serving as the chatbot UI is embedded in one or more web pages that make up a website.

[0026] When automatically responding, the dialogue recording unit 12 as a chatbot server refers to the form definition storage unit 122 as necessary. The form definition storage unit 122 stores definitions of forms to be used when requesting the viewer to input information in a predetermined format.

[0027] In response to a request from the seller terminal 40, the transmission unit 13 transmits to the seller terminal 40 information (customer information) including a behavior history associated with a certain viewer and recorded in the behavior history storage unit 121, and a dialogue content associated with the viewer and recorded in the dialogue history storage unit 123. More specifically, in response to a request from the seller terminal 40, the transmission unit 13 transmits to the seller terminal 40 a list of dialogue contents including information on one or more viewers from the dialogue contents recorded in the dialogue history storage unit 123. In addition, in response to a request from the seller terminal 40, the transmission unit 13 transmits to the seller terminal 40 information including a behavior history associated with a viewer related to dialogue content selected from the list of dialogue contents and the dialogue content associated with the viewer. Furthermore, in response to a request from the seller terminal 40, the transmission unit 13 transmits to the seller terminal 40 information including, in chronological order, a behavior history associated with a viewer related to dialogue content selected from the list of dialogue contents and the dialogue content associated with the viewer.

[0028] The functional units of the information processing device 10 may be distributed among multiple computers. In this case, the distribution form is not limited to a specific one.

[0029] The following describes the processing procedures executed in the information processing system 1. Fig. 4 is a sequence diagram for explaining an example of the processing procedures executed when browsing a Web page.

[0030] In step S101, when a viewer inputs a URL for a website into the web browser 31 of the customer terminal 30, the web browser 31 sends an HTTP request to the URL.

[0031] In response to the HTTP request, the Web server 20 transmits an HTTP response including a Web page (for example, the homepage of a Web site) corresponding to the URL to the customer terminal 30 (S102).

[0032] FIG. 5 is a diagram showing a first example of a definition of a Web page in this embodiment. FIG. 5 shows the definition of a Web page in HTML format. The definition of a Web page includes definition d1 in addition to a definition related to the display content of the Web page. Definition d1 is a definition that instructs the calling (execution) of a script named keisoku.js, and is written in the Web page so that it is executed when the Web page is loaded. keisoku.js is a script that causes the customer terminal 30 to acquire behavioral information and transmit the behavioral information to the information processing device 10, and is downloaded to the customer terminal 30 along with the Web page. The behavioral information here is information indicating who viewed the Web page and when. Definition d1 is embedded in advance in all Web pages that make up the Website.

[0033] Next, the Web browser 31 calls keisoku.js according to the definition d1, thereby acquiring behavioral information based on the definition of keisoku.js, and transmits the behavioral information to the behavior history recording unit 11 of the information processing device 10 (S103).

[0034] When the behavior history recording unit 11 receives the behavior information, it records the behavior information in the behavior history storage unit 121 (S104).

[0035] Fig. 6 is a diagram showing an example of the configuration of the behavior history storage unit 121. One record in the behavior history storage unit 121 corresponds to one piece of behavior information. As shown in Fig. 6, each record (each piece of behavior information) in the behavior history storage unit 121 includes a date and time, a URL, a behavior tag device ID, etc.

[0036] The date and time is the date and time when the behavior was performed. The date and time when the behavior was performed is the date and time when the behavior history recording unit 11 received the behavior information, or the date and time when the behavior information was recorded in the behavior history storage unit 121. The URL is the URL of the viewed web page. The behavior tag device ID is information for identifying the customer terminal 30 that sent the behavior information. The behavior tag device ID is assigned in step S103. In this embodiment, the viewer is distinguished for each customer terminal 30. Therefore, the behavior tag device ID can also be said to be identification information for the viewer. By including the behavior tag device ID in each piece of behavior information, each piece of behavior information (i.e., behavior history) is associated with the viewer.

[0037] Note that steps S101 and subsequent steps in Figure 4 are executed each time a web page within the website is viewed, such as when a viewer clicks on a link within the currently displayed web page to transition to another web page within the website.

[0038] Next, the details of step S103 will be described. Fig. 7 is a flowchart for explaining an example of a processing procedure based on keisoku.js.

[0039] In step S201, the web browser 31 acquires the value of the key name: “behavior tag device ID” from the HTTP cookie as the behavior tag device ID. The behavior tag device ID is information for identifying the customer terminal 30 related to each behavior information.

[0040] If the acquisition of the behavior tag device ID fails, i.e., if the value of the key name: "behavior tag device ID" is not stored in the HTTP cookie (No in S202), the web browser 31 generates a behavior tag device ID (S203). The behavior tag device ID may be any value as long as it is not duplicated between customer terminals 30. For example, a value such as "UUID V4" may be generated as the behavior tag device ID. Next, the web browser 31 saves the generated behavior tag device ID as the value of the HTTP cookie key name: "behavior tag device ID" (S204). As a result, the next time definition d1 is executed on any web page within the website, the behavior tag device ID can be acquired in step S201.

[0041] If step S202 is Yes, or following step S204, the web browser 31 acquires the URL and title of the currently displayed web page (S205). Then, the web browser 31 transmits behavior information including the behavior tag device ID, the URL, and the title acquired in step S205 to the behavior history recording unit 11 (S206). Note that the address information (URL, etc.) of the destination of the behavior information (i.e., the behavior history recording unit 11) is described in keisoku.js.

[0042] Next, we will explain how to record the content of the conversation between the viewer and the chatbot server. The conversation between the viewer and the chatbot server is executed when the web browser 31 of the customer terminal 30 receives a web page including an instruction to execute the chatbot UI in step S102 of Figure 4.

[0043] Fig. 8 is a diagram showing a second example of the definition of a Web page in this embodiment. In Fig. 8, the same parts as in Fig. 5 are given the same reference numerals, and their description will be omitted.

[0044] The web page of FIG. 8 further includes definition d2. Definition d2 is a definition that instructs the calling (execution) of a script named chatbot.js, and is written in the web page so that it is executed when the web page is loaded. chatbot.js is a script that causes the customer terminal 30 to execute the following: displaying a screen for dialogue, displaying messages from the dialogue recording unit 12 as a chatbot server on that screen, and transmitting information (messages) entered by a viewer on that screen to the dialogue recording unit 12, and is downloaded to the customer terminal 30 along with the web page. Definition d2 may be embedded in some of the web pages that make up the website. However, definition d2 may also be embedded in all of the web pages that make up the website.

[0045] If the web page includes definition d2, the web browser 31 launches the chatbot UI according to definition d2. The chatbot UI executes processing based on the definition of chatbot.js.

[0046] FIG. 9 is a flowchart illustrating an example of a processing procedure based on chatbot.js.

[0047] In step S301, the chatbot UI acquires the value of the key name: "action tag device ID" from the HTTP cookie as the action tag device ID.

[0048] Next, the chatbot UI acquires the value of the key name: "Chatbot device ID" from the HTTP cookie as the chatbot device ID (S302). The chatbot device ID is information that enables identification of the customer terminal 30 with which the chatbot UI is conducting a conversation.

[0049] If the Chatbot UI fails to obtain the Chatbot device ID, i.e., if the value of the key name: "Chatbot device ID" is not stored in the HTTP Cookie (No in S303), the Chatbot UI generates a Chatbot device ID (S304). The behavior tag device ID may be any value as long as it is not duplicated between customer terminals 30. For example, a value such as "UUID V4" may be generated as the behavior tag device ID, and the behavior tag device ID and the Chatbot device ID may be the same value in the same customer terminal 30. Next, the Chatbot UI saves the generated Chatbot device ID as the value of the HTTP Cookie key name: "Chatbot device ID" (S305). As a result, the next time definition d2 is executed on any web page in the website, the Chatbot device ID can be obtained in step S302.

[0050] Next, the chatbot UI displays the chat screen (S306).

[0051] Fig. 10 is a diagram showing a display example of a chat screen. A chat screen 510 shown in Fig. 10 includes a dialogue display area 511, a message input area 512, a send button 513, and the like.

[0052] The dialogue display area 511 is an area where the contents of the dialogue so far (messages from the information processing device 10 and messages from the viewer) are displayed. For convenience, the dialogue contents are already shown in FIG. 10 , but nothing is displayed in the dialogue display area 511 immediately after step S306 is executed. Note that messages mu1 and mu2, represented by speech bubbles on the right side of the figure, are messages input by the viewer, and messages ms1, ms2, and ms3 are messages from the dialogue recording unit 12 as a chatbot server. Some messages from the chatbot server, such as message ms2, include a form (input screen) for prompting the viewer to input predetermined information. Such messages include a send button within the message. Hereinafter, a message including a form for prompting the viewer to input predetermined information will be referred to as a “form message.” Note that form messages are generated with reference to the form definition storage unit 122.

[0053] The message input area 512 is an area for receiving input information (message) from the viewer.

[0054] Send button 513 is a button for accepting an instruction to send the message input in message input area 512 .

[0055] Following step S306, the chatbot UI executes chat processing.

[0056] The details of step S306 will now be described. Fig. 11 is a flowchart for explaining an example of a processing procedure executed by the customer terminal 30 in the chat processing.

[0057] When the send button 513 on the chat screen 510 (FIG. 10) is selected (Yes in S401), the chatbot UI transmits the message entered in the message input area 512, the behavior tag device ID, the Chatbot device ID, the title, and the URL to the dialogue recording unit 12, which is the chatbot server (S402). The viewer can enter various questions about the product in the message input area 512. For example, the viewer enters a question about something that is not listed on the website (such as a use case of the product) in the message input area 512.

[0058] The address information (URL, etc.) of the message destination (i.e., the dialogue recording unit 12) is described in chatbot.js. Here, the title and URL are the title and URL of the web page including the definition d2 that is the basis of the chatbot UI in FIG. 11. At this time, the chatbot UI displays the sent message by adding a speech bubble from the customer side that includes the message to the dialogue display area 511.

[0059] Furthermore, when the send button of a form message (message ms2 in FIG. 10) is selected (Yes in S403), the chatbot UI sends the form ID to the dialogue recording unit 12, which is the chatbot server, in addition to the message including the input information for the form included in the form message, the behavior tag device ID, the chatbot device ID, the title, and the URL (S404). The form ID refers to identification information assigned to the send button of the form included in the form message.

[0060] Here, the reason why a Chatbot device ID is assigned to the same customer terminal 30 in addition to a behavior tag device ID will be explained.

[0061] If both definition d1 and definition d2 are in the body tag of a web page, the processing procedure of FIG. 7 based on definition d1 may not necessarily be executed when the chatbot UI is started (when the processing procedure of FIG. 9 starts), and the behavior tag device ID may not necessarily be generated. In other words, the processing procedure of FIG. 9 may be executed before step S204 of FIG. 7 is executed.

[0062] 9, it may not be possible to obtain the behavior tag device ID. In this case, when a message is sent in step S402 or S404, there will be no identification information for the customer terminal 30 that is the sender of the message. In other words, the behavior tag device ID is not necessarily sent in step S402 or S404. Therefore, within Chatbot.jp, a Chatbot device ID is assigned to the customer terminal 30 separately from the behavior tag device ID.

[0063] In this case, the correspondence between the behavior tag device ID and the Chatbot device ID for the same customer terminal 30 becomes an issue. However, if the behavior tag device ID has not yet been obtained when step S402 or S404 is executed, the process of obtaining the value of the key name: "behavior tag device ID" from the HTTP cookie as the behavior tag device ID can be performed each time, as in step S301 of FIG. 9. By doing so, the behavior tag device ID is generated while the conversation is taking place, and both the behavior tag device ID and the Chatbot device ID are sent in step S402 or S404. As a result, the correspondence between the behavior tag device ID and the Chatbot device ID becomes clear, and the behavior tag device ID can be associated with past messages in which only the Chatbot device ID was sent.

[0064] When the chatbot UI receives a message from the dialogue recording unit 12, which is the chatbot server (Yes in S405), it displays the message by adding a speech bubble from the chatbot server containing the message to the dialogue display area 511 (S406).

[0065] Steps S401 to S406 are repeated until an end instruction is input by the viewer. When an end instruction is input by the viewer (Yes in S407), the chat process ends.

[0066] Next, a processing procedure executed on the chatbot server side in the chat processing will be described.

[0067] FIG. 12 is a flowchart illustrating an example of a processing procedure executed by the chatbot server in the chat processing.

[0068] The dialogue recording unit 12 as a chatbot server waits for reception of a message from the chatbot UI (S501). The message from the chatbot UI is the message sent in step S402 or S404 of FIG.

[0069] When the dialogue recording unit 12 receives a message from the chatbot UI (Yes in S501), it records the message and the information received together with the message in the dialogue history storage unit 123 (S502). The information received together with the message includes the action tag device ID, the Chatbot device ID, the title, and the URL. In addition, for the message sent in step S404, the form ID is also included in the information received together with the message.

[0070] FIG. 13 is a diagram illustrating an example of the configuration of the dialogue history storage unit 123. In FIG. 13, one record corresponds to one (single) message from the chatbot UI or the chatbot server. Each record includes values for items such as date and time, sender, system message, user message, conversion flag, behavior tag device ID, Chatbot device ID, title, and URL. The date and time of a certain record is the date and time when the record was recorded in the dialogue history storage unit 123. The sender of a certain record is an item that indicates whether the sender of the message corresponding to the record is the chatbot UI or the chatbot server. In the case of a message from the chatbot UI (viewer), the sender value is "USER", and in the case of a message from the chatbot server, the sender value is "SYSTEM". The system message of a certain record is an item for storing the message (hereinafter referred to as "system message") corresponding to the record when the message is a message from the chatbot server. The user message of a certain record is an item for storing a message (hereinafter referred to as a "user message") corresponding to the record if the message is a message from a chatbot UI (viewer). The conversion flag of a certain record is an item for indicating whether the message corresponding to the record is a conversion or not, and TRUE is recorded if the message is a conversion. The behavior tag device ID of a certain record is an item for storing the behavior tag device ID of the customer terminal 30 that is running the chatbot UI corresponding to the record. The Chatbot device ID of a certain record is an item for storing the Chatbot device ID of the customer terminal 30 that is running the chatbot UI corresponding to the record. The title of a certain record is an item for storing the title of a webpage that includes a definition d2 related to the chatbot UI corresponding to the record. The URL of a certain record is an item for storing the URL of a webpage that includes a definition d2 related to the chatbot UI corresponding to the record.

[0071] In this embodiment, viewers are distinguished for each customer terminal 30. Therefore, like the behavior tag device ID, the Chatbot device ID can also be said to be identification information of the viewer. By including the Chatbot device ID in each record, each record (i.e., the conversation content) is associated with a viewer.

[0072] In step S502, the interaction recording unit 12 adds a record containing the current date and time, the sender being USER, the user message being a received message, and the received action tag device ID, Chatbot device ID, title, and URL to the interaction history storage unit 123. Furthermore, if a form ID is received, the interaction recording unit 12 refers to the form definition storage unit 122 and determines whether or not to set the conversion flag of the record to TRUE.

[0073] Fig. 14 is a diagram showing an example of the configuration of the form definition storage unit 122. As shown in Fig. 14, the form definition storage unit 122 stores form definitions and conversion flags in association with form IDs.

[0074] The form ID is identification information for the form. The form definition is a definition regarding the configuration of the form. The form definition in Figure 14 corresponds to the form for message ms2 in Figure 10. The conversion flag is an item that indicates whether the information input into the form is a conversion. In this case, conversion refers to the input of information required for inside sales, such as a phone number or email address.

[0075] 14 shows only a record related to one form, multiple forms may be defined, in which case the value of the conversion flag may differ for each form.

[0076] If the conversion flag corresponding to the received form ID is TRUE in the form definition storage unit 122, the dialogue recording unit 12 sets the conversion flag of the record to be added to the dialogue history storage unit 123 to TRUE.

[0077] As described above, there is a possibility that the behavior tag device ID will not be received, in which case the interaction recording unit 12 leaves the behavior tag device ID of the record blank. On the other hand, if the behavior tag device ID is received, the interaction recording unit 12 records the behavior tag device ID in a record that includes the Chatbot device ID received together with the behavior tag device ID and in which no behavior tag device ID is recorded.

[0078] Next, the dialogue recording unit 12 automatically generates a system message as a response to the received user message (S503). At this time, the dialogue recording unit 12 references the form definition storage unit 122 (FIG. 14) as necessary and generates a form message including a form as a response system message. For example, if the user message includes both "materials" and "request" or includes a message including both "seminar" and "participation," the dialogue recording unit 12 generates a form based on the form definition of the form corresponding to each request (request for materials or participation in a seminar), and assigns the form ID of the form as information to be transmitted when the submit button of the form is selected. Note that the automatic generation of system messages (including form messages) may be performed using publicly known technology. In this case, the system message may be generated by inputting the received user message into a machine learning model that has learned the correspondence between user messages and system messages (including form messages) as responses thereto.

[0079] Here, machine learning is a technology that allows a computer to acquire human-like learning capabilities, where the computer autonomously generates the algorithms necessary for making judgments such as data classification from training data that is input in advance, and applies these to new data to make predictions. The learning method for machine learning may be any of supervised learning, unsupervised learning, semi-supervised learning, reinforcement learning, or deep learning, or may be a combination of these learning methods; the learning method for machine learning is not important.

[0080] Next, the dialogue recording unit 12 transmits the generated system message to the chat UI of the customer terminal 30 (S504).

[0081] Next, the interaction recording unit 12 records a record corresponding to the system message in the interaction history storage unit 123 (FIG. 13) (S505). Specifically, the interaction recording unit 12 adds to the interaction history storage unit 123 a record in which the date and time is the current date and time, the sender is SYSTEM, the system message is a generated system message, and the action tag device ID, Chatbot device ID, title, and URL are the same as those of the record recorded in step S502.

[0082] Then, the process returns to step S501.

[0083] Next, a processing procedure executed by the transmitting unit 13 of the information processing device 10 in response to a request from the seller terminal 40 will be described.

[0084] FIG. 15 is a flowchart illustrating an example of a processing procedure executed by the transmission unit 13 in response to a request from the seller terminal 40.

[0085] The transmission unit 13 waits to receive a request from the seller terminal 40. When the transmission unit 13 receives a CV list request from the seller terminal 40 (S610), it executes a CV list screen generation and transmission process (S620). Note that CV is an abbreviation for conversion, and a CV list refers to a list of conversions.

[0086] The details of step S620 will now be described. Fig. 16 is a flowchart for explaining an example of the processing procedure for the CV list screen generation and transmission processing.

[0087] In step S621, the transmission unit 13 searches the dialogue history storage unit 123 for a record whose conversion flag value is TRUE.

[0088] Next, the transmission unit 13 acquires the date and time and the user message from each of the retrieved records (S622).

[0089] Next, the transmission unit 13 generates display information (web page) for the CV list screen including the acquired date and time and a list of user messages (S623).

[0090] Next, the transmission unit 13 transmits the generated web page to the seller terminal 40 (S624). The web browser 41 of the seller terminal 40 displays a CV list screen based on the web page.

[0091] 17 is a diagram showing a display example of a CV list screen. As shown in Fig. 17, the CV list screen 610 includes buttons b1 to b3 corresponding to each conversion. Each button is labeled with the date and time of the conversion and information included in the user message (last name, first name, company name, email address).

[0092] By referring to the conversion list screen 610, the seller can grasp a list of conversions that have been made in the past.

[0093] When the seller selects a button corresponding to one of the conversions, the seller terminal 40 transmits to the information processing device 10 a conversion result request for that conversion.

[0094] When the transmission unit 13 of the information processing device 10 receives the conversion result request (Yes in step S630 of FIG. 15), it executes a conversion result screen generation and transmission process (S640). The conversion result screen is a screen that displays one conversion selected on the conversion list screen 610.

[0095] Details of step S640 will now be described. Fig. 18 is a flowchart for explaining an example of the processing procedure for the CV result screen generation and transmission process.

[0096] In step S641, the transmission unit 13 acquires, from the dialogue history storage unit 123, a user message of a record corresponding to the selected conversion (hereinafter referred to as the "target conversion").

[0097] Next, the transmission unit 13 generates display information (web page) for the CV result screen based on the user message (S642).

[0098] Next, the transmission unit 13 transmits the generated web page to the seller terminal 40 (S643). The web browser 41 of the seller terminal 40 displays a CV result screen based on the web page.

[0099] 19 is a diagram showing an example of the display of a conversion result screen. As shown in Fig. 19, the conversion result screen 630 is a screen in which tab 621 is selected on screen 620. The conversion result screen 630 displays information (last name, first name, company name, email address) included in the user message corresponding to the target conversion.

[0100] When the seller selects the tab 622 on the screen 620, the seller terminal 40 transmits to the information processing device 10 a request to display the behavior (summary) related to the target conversion.

[0101] When the transmission unit 13 of the information processing device 10 receives the action (summary) display request (Yes in step S650 of FIG. 15), it executes an action (summary) generation and transmission process (S660).

[0102] The details of step S660 will now be described. Fig. 20 is a flowchart for explaining an example of the processing procedure for the action (summary) screen generation and transmission processing.

[0103] In step S661, the transmission unit 13 searches the behavior history memory unit 121 (Figure 6) for a record that includes the same behavior tag device ID as the behavior tag device ID stored in the interaction history memory unit 123 (Figure 13) for the target conversion (i.e., the behavior history associated with the viewer related to the target conversion).

[0104] Next, the transmission unit 13 counts the number of retrieved records by URL (S662). That is, the transmission unit 13 classifies the retrieved records into groups with the same URL, and counts the number of records belonging to each group. The counting result indicates the number of times each URL was viewed by a viewer (hereinafter referred to as the "number of visits").

[0105] Next, the transmission unit 13 sorts the URLs in descending order of the counting results (S663).

[0106] Next, the transmission unit 13 searches the interaction history storage unit 123 (FIG. 13) for records that include the same Chatbot device ID as the Chatbot device ID stored in the interaction history storage unit 123 (FIG. 13) for the target conversion (S664). That is, the history of interactions associated with the viewer related to the target conversion when the target conversion was performed is searched. At this time, the records to be searched may be limited to records whose date and time are earlier than the target conversion.

[0107] Next, the transmission unit 13 acquires the date and time of each searched record and the system message or user message (S665).

[0108] Next, the transmission unit 13 generates display information (web page) of the action (summary) screen including the sorting result of step S662 and information including the system messages or user messages acquired in step S665 in chronological order (S666).

[0109] Next, the transmission unit 13 transmits the generated Web page to the seller terminal 40 (S667). The Web browser 41 of the seller terminal 40 displays an action (summary) screen based on the Web page.

[0110] Figure 21 is a diagram showing an example of the behavior (summary) screen. In Figure 21, the same parts as in Figure 19 are assigned the same reference numerals. As shown in Figure 21, the behavior (summary) screen 640 is a screen displayed when tab 622 is selected on screen 620. The behavior (summary) screen 640 includes the titles and URLs of web pages viewed by the viewer in relation to the target conversion, in descending order of the number of visits, as well as a history of interactions that took place in relation to the target conversion.

[0111] The behavior (summary) screen 640 is a convenient screen for "quickly getting a feel for" the interests and concerns of potential customers.

[0112] When the seller selects the tab 623 on the screen 620, the seller terminal 40 transmits a request to display the behavior (time series) related to the target conversion to the information processing device 10.

[0113] When the transmission unit 13 of the information processing device 10 receives the action (time series) display request (Yes in step S670 of FIG. 15), it executes an action (time series) generation and transmission process (S680).

[0114] The details of step S680 will now be described. Fig. 22 is a flowchart for explaining an example of the processing procedure for the action (time-series) screen generation and transmission processing.

[0115] In step S681, the transmission unit 13 searches the interaction history storage unit 123 (FIG. 13) for a record that includes the same Chatbot device ID as the Chatbot device ID stored in the interaction history storage unit 123 (FIG. 13) for the target conversion. That is, the history of the interaction when the target conversion was performed (the history of the interaction associated with the viewer related to the target conversion) is searched. At this time, the records to be searched may be limited to records whose date and time are earlier than the target conversion.

[0116] Next, the transmission unit 13 acquires the date and time of each searched record and the system message or user message (S682).

[0117] Next, the transmission unit 13 searches the behavior history memory unit 121 (Figure 6) for a record that includes the same behavior tag device ID as the behavior tag device ID stored in the interaction history memory unit 123 (Figure 13) for the target conversion (i.e., the behavior history associated with the viewer related to the target conversion) (S683).

[0118] Next, the transmission unit 13 acquires the date and time, title, and URL of each of the retrieved records (S684).

[0119] Next, the transmission unit 13 arranges the information acquired in step S682 and the information acquired in step S684 in chronological order based on their respective dates and times (S685). The arrangement is performed without distinguishing between the dialogue history (system messages or user messages) and the action history (titles and URLs).

[0120] Next, the transmission unit 13 generates display information (web page) of the behavior (time series) screen including the sorting result (S686).

[0121] Next, the transmission unit 13 transmits the generated Web page to the seller terminal 40 (S687). The Web browser 41 of the seller terminal 40 displays a behavior (time series) screen based on the Web page.

[0122] Fig. 23 is a diagram showing an example of the behavior (chronological) screen display. In Fig. 23, the same parts as in Fig. 19 are given the same reference numerals. As shown in Fig. 23, the behavior (chronological) screen 650 is a screen in which tab 623 is selected on screen 620. On the behavior (chronological) screen 650, the behavior history and interaction history related to the target conversion are arranged in chronological order.

[0123] By referring to the behavior (time series) screen 650, the seller can grasp the behavior and conversation content of the viewer (prospective customer) in chronological order, which allows the seller to consider, for example, the interests and concerns of the prospective customer in detail.

[0124] For the sake of convenience, the above description is given with reference to an example in which there is one Web server 20 (website), but there may be a plurality of Web servers 20 (websites).

[0125] As described above, according to this embodiment, for example, the behavior (summary) screen 640, the behavior (timeline) screen 650, etc., display not only the behavior history of a viewer who is a potential customer of a product (i.e., which web pages of the website the viewer viewed), but also the content of the conversation that took place while the viewer was browsing the website. The content of the conversation, in particular, may include user messages, which are information not published on the web pages that make up the website, and may also include information (questions) related to the viewer's interests and concerns. As a result, the seller can be more likely to accurately grasp the viewer's interests and concerns. This can more effectively support the seller in grasping the interests and concerns of potential customers of the product.

[0126] For example, suppose there is a website that lists examples of how product A is used, but the website does not list examples of how A is used in libraries.

[0127] A user who wants to know about examples of how A is used in libraries asks the chatbot, "Please tell me about examples of how it is used in libraries." The chatbot does not have the answer, so it replies, "I don't know." After that, the user converts.

[0128] In this case, the viewer cannot obtain the desired information, but the seller can confirm the question (user message) "Please tell me about use cases in libraries" via the behavior (summary) screen 640, the behavior (time series) screen 650, etc. In other words, the seller can understand that the viewer's interest and concern lies in use cases in libraries. As a result, the seller can, for example, understand the details of use cases in libraries before calling the viewer and approach the viewer based on those use cases. In this way, according to this embodiment, by also utilizing the dialogue history of the chatbot, it is possible to send emails and make calls to converted viewers more effectively than with conventional techniques.

[0129] The functions of the above-described embodiments can be realized by one or more processing circuits. Here, the term "processing circuit" in this specification includes a processor programmed to execute each function by software, such as a processor implemented by an electronic circuit, as well as devices such as an ASIC (Application Specific Integrated Circuit), a DSP (Digital Signal Processor), an FPGA (Field Programmable Gate Array), and conventional circuit modules designed to execute each of the above-described functions.

[0130] Additionally, the devices described herein represent only one of several computing environments for implementing the embodiments disclosed herein.

[0131] In one embodiment, the information processing device 10 includes multiple computing devices, such as a server cluster, configured to communicate with each other over any type of communications link, including a network, shared memory, etc., to perform the processes disclosed herein. Similarly, the merchant terminal 40 may include multiple computing devices configured to communicate with each other.

[0132] Although the embodiments of the present invention have been described in detail above, the present invention is not limited to such specific embodiments, and various modifications and variations are possible within the scope of the gist of the present invention as described in the claims.

[0133] For example, aspects of the present invention are as follows. <1> a behavior history recording unit that records a behavior history of a viewer on a website that is a collection of one or more web pages for promoting sales of a product in a behavior history storage unit in association with the viewer; an interaction recording unit that records the content of an interaction between the viewer and a computer that occurs in association with the viewer while the website is being viewed in an interaction history storage unit; a transmission unit that transmits, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; An information processing device comprising: <2> The dialogue content includes a question about the product. Characterized by <1> The information processing device described. <3> the dialogue recording unit uses a chatbot to record the dialogue content in the dialogue history storage unit; Characterized by <1> or <2> The information processing device described. <4> the transmission unit, in response to a request from the terminal, transmits to the terminal a list of the dialogue contents recorded in the dialogue history storage unit, the list including information about the viewer; Characterized by <1> ~ <3> Any of the information processing devices described above. <5> the transmission unit transmits to the terminal display information including the behavior history associated with the viewer related to the dialogue content selected at the terminal from the list and the dialogue content associated with the viewer. Characterized by <4> The information processing device described. <6> the transmission unit transmits to the terminal display information including, in chronological order, the behavior history associated with the viewer related to the dialogue content selected at the terminal from the list and the dialogue content associated with the viewer. Characterized by <5> The information processing device described. <7> a behavior history recording unit that records a behavior history of a viewer on a website that is a collection of one or more web pages for promoting sales of a product in a behavior history storage unit in association with the viewer; an interaction recording unit that records the content of an interaction between the viewer and a computer that occurs in association with the viewer while the website is being viewed in an interaction history storage unit; a transmission unit that transmits, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; An information processing system comprising: <8> a behavior history recording step of recording a behavior history of a viewer on a website, which is a collection of one or more web pages for promoting sales of a product, in a behavior history storage unit in association with the viewer; an interaction recording step of recording, in an interaction history storage unit, the content of an interaction between the viewer and a computer that occurs in association with the viewer while the website is being viewed, and a transmission step of transmitting, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; An information processing method characterized by being executed by a computer. <9> a behavior history recording step of recording a behavior history of a viewer on a website, which is a collection of one or more web pages for promoting sales of a product, in a behavior history storage unit in association with the viewer; an interaction recording step of recording, in an interaction history storage unit, the content of an interaction between the viewer and a computer that occurs in association with the viewer while the website is being viewed, and a transmission step of transmitting, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; A program characterized by causing a computer to execute the above. [Explanation of symbols]

[0134] 1. Information Processing Systems 10. Information processing equipment 11 Behavioral History Recording Section 12 Dialogue Recording Section 13 Transmitter 20 Web Server 30 Customer terminals 31 Web Browser 41 Web Browser 40 Merchant Terminal 100 Drive device 101 Recording media 102 Auxiliary storage 103 Memory Device 104 processors 105 Interface Device 121 Action History Memory Unit 122 Form definition storage section 123 Dialogue history memory unit B Bus [Prior art documents] [Patent documents]

[0135] [Patent Document 1] Japanese Patent Publication No. 2020-184126

Claims

1. a behavior history recording unit that records a behavior history of a viewer on a website, which is a collection of one or more web pages for promoting sales of a product, in a behavior history storage unit in association with the viewer; a dialogue recording unit that records dialogue content between the viewer and a computer that occurs in association with the viewer in a dialogue history storage unit; a transmission unit that transmits, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the viewer and recorded in the dialogue history storage unit; An information processing device comprising:

2. The dialogue content includes a question about the product.

2. The information processing apparatus according to claim 1, wherein:

3. the dialogue recording unit uses a chatbot to record the dialogue content in the dialogue history storage unit; 2. The information processing apparatus according to claim 1, wherein:

4. the transmission unit, in response to a request from the terminal, transmits to the terminal a list of the dialogue contents recorded in the dialogue history storage unit, the list including information about the viewer; 2. The information processing apparatus according to claim 1, wherein:

5. the transmission unit transmits to the terminal display information including the behavior history associated with the viewer related to the dialogue content selected at the terminal from the list and the dialogue content associated with the viewer.

5. The information processing apparatus according to claim 4.

6. the transmission unit transmits to the terminal display information including, in chronological order, the behavior history associated with the viewer related to the dialogue content selected at the terminal from the list and the dialogue content associated with the viewer.

6. The information processing apparatus according to claim 5,

7. a behavior history recording unit that records a behavior history of a viewer on a website, which is a collection of one or more web pages for promoting sales of a product, in a behavior history storage unit in association with the viewer; a dialogue recording unit that records dialogue content between the viewer and a computer that occurs in association with the viewer in a dialogue history storage unit; a transmission unit that transmits, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; An information processing system comprising:

8. a behavior history recording step of recording a behavior history of a viewer on a website, which is a collection of one or more web pages for promoting sales of a product, in a behavior history storage unit in association with the viewer; an interaction recording step of recording the content of an interaction between the viewer and a computer that occurs in association with the viewer while the website is being viewed in an interaction history storage unit; a transmission step of transmitting, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; An information processing method characterized by being executed by a computer.

9. a behavior history recording step of recording a behavior history of a viewer on a website, which is a collection of one or more web pages for promoting sales of a product, in a behavior history storage unit in association with the viewer; an interaction recording step of recording the content of an interaction between the viewer and a computer that occurs in association with the viewer while the website is being viewed in an interaction history storage unit; a transmission step of transmitting, to a terminal, display information including the behavior history associated with a certain viewer and recorded in the behavior history storage unit, and the dialogue content associated with the certain viewer and recorded in the dialogue history storage unit; A program characterized by causing a computer to execute the above.

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