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

Abstract

To reduce the number of operations required for a user to select a final option and the time required for guidance output.SOLUTION: An information processing apparatus 10 comprises: a calculation unit for calculating, for each process, a usage rate, which is the ratio of usage information for each process to the total number of pieces of the usage information within a specified validity period, for the usage information indicating the process selected by a user in response to guidance output in order from the highest layer according to a response flow in which the guidance for explaining each process is structured in a plurality layers, and the order of guidance output for each layer is specified; and an update unit for moving a process whose usage rate exceeds a predetermined threshold to a higher layer than the current layer and updating the response flow so that the order of guidance output for the processes included in each layer is in descending order of the usage rate.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] 2. Description of the Related Art Conventionally, a technique has been disclosed in which voice guidance in an IVR (Interactive Voice Response) system is used as an automatic response.

[0003] For example, Patent Document 1 describes a system that records the number of calls from a customer and the connection status with the operator, and the next time the same customer calls, changes the automated voice that is played depending on the number of calls and the connection status with the operator.

[0004] For example, Patent Document 2 describes a system that presents options to a user in a predetermined presentation order, monitors the user's selections through the system, counts the frequency with which each option is selected, and updates the presentation order of the options based on the frequency with which the user selects them. [Prior art documents] [Patent documents]

[0005] [Patent Document 1] Japanese Patent Application Laid-Open No. 2010-258855 [Patent Document 2] Japanese Patent Application Laid-Open No. 2000-078296 Summary of the Invention [Problem to be solved by the invention]

[0006] However, although the technology described in Patent Document 1 allows the user to change the audio guidance to be played back, the playback order is limited to a predetermined order that is registered in advance.

[0007] Furthermore, the technology described in Patent Document 2 can update the presentation order of options in the multi-level response flow of the reproduced audio guidance, but the presentation order is based on the frequency of past selections by the user. The options desired by the current user may change depending on the season, situation, etc., but the technology described in Patent Document 2 does not necessarily present the options desired by the current user in the same order.

[0008] Therefore, when the voice guidance being played is composed of a multi-layered response flow, in order to receive the desired service, the user may need to check the contents of the numerous voice guidance pieces being played and select an option, which poses the problem of additional time, effort, and communication costs being required to reach the desired service.

[0009] The present disclosure has been made in consideration of the above points, and aims to provide an information processing device, an information processing method, and an information processing program that can reduce the number of operations and the guidance output time until a user selects a final option. [Means for solving the problem]

[0010] The information processing device of the first aspect is configured with a calculation unit that calculates, for each process, a usage ratio, which is the ratio of the usage information for each process selected by the user in response to the guidance output from the highest hierarchy according to a response flow in which the guidance for explaining each process is configured in multiple hierarchies and the output order of the guidance is specified for each hierarchy, to the total number of usage information within a specified validity period; and an update unit that moves the process whose usage ratio exceeds a specified threshold to a higher hierarchy than the current hierarchy, and updates the response flow so that the output order of the guidance for the processes included in each hierarchy is in descending order of the usage ratio.

[0011] According to the information processing device of the first aspect, it is possible to reduce the number of operations required for the user to select a final option and the time required for outputting guidance.

[0012] The second aspect is an information processing method in which guidance for explaining each process is composed of multiple hierarchies, and for usage information indicating a process selected by a user in response to the guidance output from the highest hierarchies according to a response flow in which the output order of the guidance for each hierarchies is specified, a usage rate, which is the ratio of the usage information for each process to the total number of usage information within a specified validity period, is calculated for each process, and processes whose usage rate exceeds a specified threshold are moved to a higher hierarchies than the current hierarchies, and the response flow is updated so that the output order of the guidance for the processes included in each hierarchies is in descending order of the usage rate.

[0013] A third aspect is an information processing program that causes a computer to execute the following process: guidance for explaining each process is composed of multiple hierarchies, and for usage information indicating a process selected by a user in response to the guidance output from the highest hierarchies according to a response flow in which the output order of the guidance for each hierarchies is specified, the program calculates, for each process, a usage rate, which is the ratio of the usage information for each process to the total number of usage information within a specified validity period; moves a process whose usage rate exceeds a specified threshold to a higher hierarchical level than the current hierarchical level; and updates the response flow so that the output order of the guidance for the processes included in each hierarchical level is in descending order of the usage rate. [Effects of the Invention]

[0014] According to the present disclosure, it is possible to reduce the number of operations required for a user to select a final option and the time required for outputting guidance. [Brief explanation of the drawings]

[0015] [Figure 1] 1 is an explanatory diagram showing the overall configuration of an IVR system according to an embodiment of the present invention; [Figure 2] 1 is a block diagram showing a hardware configuration of an information processing device according to an embodiment of the present invention; [Figure 3]1 is a block diagram showing a functional configuration of an information processing device according to an embodiment of the present invention; [Figure 4] FIG. 10 is a diagram illustrating an example of a message table. [Figure 5] FIG. 10 is a diagram illustrating an example of a guidance content table. [Figure 6] FIG. 10 is a diagram illustrating an example of a button number table. [Figure 7] FIG. 10 is a diagram illustrating an example of a response flow table. [Figure 8] FIG. 10 is a diagram illustrating an example of a definition table. [Figure 9] FIG. 10 is a diagram illustrating an example of a usage ratio table. [Figure 10] 10 is a diagram illustrating an example of an updated response flow table of the order of guidances exceeding a threshold according to the present embodiment. FIG. [Figure 11] FIG. 10 is a diagram illustrating an example of an updated response flow table for the entire guidance according to the embodiment. [Figure 12] 10 is a flowchart showing the flow of a response process according to the present embodiment. [Figure 13] 10 is a flowchart showing the flow of update processing according to the present embodiment. [Figure 14] FIG. 10 is a diagram showing an example of an updated response flow table showing the order of guidances exceeding a second threshold according to a modified example. [Figure 15] FIG. 10 is a diagram illustrating an example of an updated response flow table for the entire guidance according to a modified example. DETAILED DESCRIPTION OF THE INVENTION

[0016] An example of an embodiment of the present disclosure will be described below with reference to the drawings. The same reference numerals are used throughout the drawings to designate identical or equivalent components and parts. The dimensional proportions of the drawings are exaggerated for illustrative purposes and may differ from the actual proportions.

[0017] FIG. 1 is an explanatory diagram showing the overall configuration of an IVR system 100 according to this embodiment. The overall configuration will be described below using FIG. 1. In FIG. 1, the configuration when the IVR system 100 is in use is explained using schematic diagrams of each device. Note that the number of each device is not limited to the example in FIG. 1.

[0018] In the IVR system 100 according to this embodiment, an exchange 53 is connected to the information processing device 10. The exchange 53 also connects calls to each agent device 55. The information processing device 10 and the exchange 53 may be integrated. In this embodiment, an example will be described in which the exchange 53 is separately connected to the information processing device 10.

[0019] The information processing device 10 is communicatively connected to the exchange 53 and also connected to a communication line N, and receives a call from a user device 50 in an external area. When the information processing device 10 recognizes that it has received a call from the user device 50, it transmits guidance to the user device 50.

[0020] The exchange 53 connects the line between the user device 50 and one of the multiple staff devices 55. The exchange 53 allocates the connection destination of the line between the user device 50 and one of the multiple staff devices 55 according to the process finally selected by the information processing device 10 (details will be described later).

[0021] The staff device 55 is a device used by a staff member (operator) belonging to a business establishment or the like, and for example, a plurality of staff devices 55 are provided in each department, and the line to the user device 50 is connected via the switchboard 53 to the staff device 55 provided in the department that can handle the processing finally selected by the information processing device 10. The staff device 55 is, for example, a laptop computer, a tablet terminal, a landline phone, a mobile phone, a smartphone, a softphone, or the like.

[0022] The user device 50 is a telephone terminal, such as a landline phone, a mobile phone, a smartphone, a softphone, etc. It is assumed that a large number of user devices 50 are connected to the information processing device 10 at the same time, and the information processing device 10 is capable of transmitting and receiving data to and from a large number of user devices 50.

[0023] The communication line N is a network for transmitting and receiving data between the information processing device 10 and a user device 50 located in an area external to the information processing device 10.

[0024] Fig. 2 is a block diagram showing the hardware configuration of information processing device 10. As shown in Fig. 2, information processing device 10 has a CPU (Central Processing Unit) 32, memory 34, storage device 36, input device 38, output device 42, storage medium reader 44, and communication I / F 46. CPU 32, memory 34, storage device 36, input device 38, output device 42, storage medium reader 44, and communication I / F 46 are connected via an internal bus 48 so as to be able to communicate with each other.

[0025] The CPU 32 is a central processing unit that executes various programs and controls each component. That is, the CPU 32 reads the programs from the storage device 36 and executes the programs using the memory 34 as a work area. The CPU 32 controls each component and performs various arithmetic operations in accordance with the programs stored in the storage device 36.

[0026] The memory 34 is configured by RAM (Random Access Memory) and serves as a working area for temporarily storing programs and data.

[0027] The storage device 36 is configured with a ROM (Read Only Memory), an HDD (Hard Disk Drive), an SSD (Solid State Drive), etc., and stores various programs including an operating system and various data. The storage device 36 also stores an update program for executing the update process of the response flow, which will be described later.

[0028] The input device 38 includes a pointing device such as a mouse and a keyboard, and is used to perform various inputs.

[0029] The output device 42 is, for example, a liquid crystal display, and is a device for outputting various types of information. The output device 42 may employ a touch panel system and function as the input device 38. The output device 42 may also include a speaker or the like as an audio output means.

[0030] The storage medium reader 44 reads data stored in various storage media such as CD (Compact Disc)-ROM, DVD (Digital Versatile Disc)-ROM, Blu-ray Disc, and USB (Universal Serial Bus) memory, and writes data to the storage media.

[0031] The communication I / F 46 is an interface for communicating with other devices including the user device 50. For this communication, for example, a wired communication standard such as Ethernet (registered trademark), FDDI, or a public line network (the Internet, a telephone line network, or an IP telephone line network), or a wireless communication standard such as 4G, 5G, or Wi-Fi (registered trademark) is used.

[0032] Next, the functional configuration of the information processing device 10 according to this embodiment will be described with reference to Fig. 3. As shown in Fig. 3, the information processing device 10 according to this embodiment includes a calculation unit 12 and an update unit 14. In addition, a storage unit 20 is provided in a predetermined storage area of ​​the memory 34 or the storage device 36. The CPU 32 executes an update program stored in the storage device 36, thereby functioning as the calculation unit 12 and the update unit 14.

[0033] The guidance used for the automatic response of the IVR system 100 is preset as a response flow and stored in the storage unit 20. The response flow is configured with multiple layers of guidance for explaining each process, which is an option selected by the user, and the order in which the guidance is output is specified for each layer. As will be described in detail later, guidance for each process is output in the specified output order at the top layer according to the response flow, then moves to a lower layer corresponding to the process selected by the user, and guidance for each process is output in the specified output order at that lower layer. By repeating this process, the user selects the final process (option).

[0034] In this embodiment, various information related to response flows is stored in the storage unit 20 in tables. The storage unit 20 is configured with a database or the like. Specifically, the storage unit 20 stores a message table 21, a guidance content table 22, a button number table 23, a response flow table 24, a definition table 25, and a usage ratio table 26. Each table will be explained below using an example in which the response flow is configured in three layers.

[0035] The guidance for explaining each process is roughly divided into message section guidance and button number guidance. First, the voice guidance for the message section will be described.

[0036] Fig. 4 shows an example of the message table 21. As shown in Fig. 4, in the message table 21, guidance for the first layer, guidance for the second layer, and guidance for the third layer are set as guidance in the message section for each process name in association with the process name of each process. Note that the process name corresponds to a unique code that identifies each process.

[0037] However, for processes in higher hierarchies, guidance for use in lower hierarchies does not need to be set. This point will be explained in more detail. In the example of FIG. 4, a process named A (hereinafter referred to as "process A"; the same applies to other processes), process B, and process C are set as processes in the highest hierarchical level (first hierarchical level). Processes Aa, Ab, and Ac are set as processes in the lower hierarchical level (second hierarchical level) of process A. Processes Aa1, Aa2, and Aa3 are set as processes in the lower hierarchical level (third hierarchical level) of process Aa. The same is true for the lower hierarchical levels (third hierarchical level) of process Ab and process Ac. The same is true for the second and third hierarchical levels of process B and process C. In this case, only guidance for the first hierarchical level is set for process A, which belongs to the first hierarchical level, and guidance for the second hierarchical level is set for process Aa, which belongs to the second hierarchical level, as well as guidance for the first hierarchical level. Note that the shaded areas in FIG. 4 indicate that guidance setting is not required.

[0038] Figure 4 will be explained in more detail. In the message table 21 of Figure 4, for example, "for Aa head" refers to the guidance in the message section for the first tier set for process Aa set for the second tier. Also, for example, "for Aa1 head" refers to the guidance in the message section for the first tier set for process Aa1 set for the third tier. The reason for setting head (first tier) guidance for processes at lower tiers in this way is that when a process at a lower tier is moved to the first tier, the explanation provided by using the same guidance content as is would be unnatural.

[0039] In the message table 21 of Fig. 4, for example, the process Aa1 in the third row has the same guidance Aa1 set for both the second and third layers, but this does not cause any problems depending on the process (options) in each layer. For example, the user may be asked to select the first objective in the first layer, the type of target product in the second layer, and the model of the target product in the third layer. In this case, even though the granularity of the options differs between the second and third layers, both refer to products, so the guidance content does not become unnatural even when the process in the third layer is moved to the second layer.

[0040] 5 shows an example of the guidance content table 22. In the guidance content table 22, a "guidance item" and a "guidance content" are set in association with the process name of each process. The guidance item is an option corresponding to each process, and the guidance content is the content output to the user. For example, the guidance content for process A is "Regarding purchases," the guidance content for process Aa is "Television," and the guidance content for process Aa1 is "Television XType."

[0041] 4, since the guidance for each process is set in multiple layers, the granularity of the guidance items and guidance contents is set according to the depth of the layer in the guidance content table 22. When initially registering the guidance in the message section, the granularity of the guidance items and guidance contents is set finer as the depth of the layer increases.

[0042] The message portion of the guidance to be output is determined by combining the message table 21 and the guidance content table 22. For example, if the user finally selects process Aa1, which belongs to the third hierarchical level, the guidance "Aa1" for "third hierarchical level" in the third row of the message table 21 in FIG. 4 is identified, and the guidance content is "TV XType" in the fifth row of the guidance content table 22 in FIG. 5. If the user finally selects process Aa1, which has been moved to the first hierarchical level, the guidance "for the beginning of Aa1" is identified from the message table 21. In this case, the guidance content is "Regarding the purchase of TV XType," which is a combination of "TV XType" corresponding to the process name "Aa1" and "Regarding purchase" corresponding to the process name "A" that corresponds to the top hierarchical level of process Aa1.

[0043] In this way, by setting the message table 21 and the guidance content table 22, no problem occurs with the guidance content regardless of the layer at which each process is selected.

[0044] Next, the guidance for guiding button numbers will be described. Fig. 6 shows an example of the button number table 23. In the button number table 23 of Fig. 6, guidance for guiding button numbers is set for the numbers 0 to 9 of the button numbers. The content of the guidance for guiding button numbers is omitted in Fig. 6, but for example, the guidance content for button number "1" is "If you want to know, please press number 1."

[0045] In addition, a message section guidance is inserted before the guidance for the button number, and the overall content of the guidance will be, for example, "If you want to know about TV XType, please press number 3."

[0046] FIG. 7 shows an example of the response flow table 24. As described above, the response flow specifies the order in which guidance for each process is output. Message guidance and button number guidance are output in order from the first level according to the response flow, and the next second level guidance is output depending on the button number selected by the user. In the example of FIG. 7, when the user selects the third level, the subsequent response is determined. The subsequent response may be, for example, connecting the line to the agent device 55.

[0047] As shown in the response flow table 24 in FIG. 7, a combination of message guidance and button number guidance is set for each process name for each layer. When the user progresses from the first layer to the third layer, the user's button operation is confirmed. For example, in the first row of FIG. 7, the user's button operation is "1, 1, 1." A button number is set for each process name so that the user's button operation becomes a unique combination of button numbers and is linked to the process name. Button numbers are assigned starting from 1 for processes in the first layer in the order in which the guidance is output. Next, in the second layer, numbers are assigned starting from 1 for a group of processes linked to the same process in the first layer in the order in which the guidance is output. For example, in the example in FIG. 7, processes Aa, Ab, and Ac in the second layer linked to process A in the first layer are a group of processes (hereinafter referred to as the "category of process A"; the same applies to other processes). Therefore, button number 1 is assigned to process Aa, button number 2 to process Ab, and button number 3 to process Ac. Similarly, the button number assigned to process Ba is 1, the button number assigned to process Bb is 2, and the button number assigned to process Bc (this is the process B category). Similarly, the button number assigned to process Ca is 1, the button number assigned to process Cb is 2, and the button number assigned to process Cc (this is the process C category) is 3. The numbering method for the third layer is the same as for the second layer, and in the third layer, the button numbers are again assigned sequentially starting from 1 for each group of processes linked to the processes in the second layer.

[0048] The storage unit 20 also stores usage information including the button number selected by the user for each level in response to the guidance output in accordance with the response flow, the name of the process finally selected, and the date on which the selection was made.

[0049] The definition table 25 shown in FIG. 8 and the utilization ratio table 26 shown in FIG. 9 will be explained together with the calculation unit 12 and the update unit 14, which will be described later.

[0050] The calculation unit 12 outputs guidance according to the current response flow set in the response flow table 24. For example, when outputting voice guidance, the calculation unit 12 outputs voice data of the guidance identified according to the response flow to the user device 50. This causes the voice guidance to be played on the user device 50. The user operates the buttons in accordance with the voice guidance played on the user device 50 to input a button number. The input button number is then transmitted from the user device 50. The calculation unit 12 acquires the button number transmitted from the user device 50 and stores usage information including the hierarchical level, button number, and date of the output guidance in the storage unit 20.

[0051] For example, suppose that guidance is output in accordance with the response flow set in the response flow table 24 of FIG. 7, and the user's selection is confirmed as Aa2 in the third layer. In this case, the calculation unit 12 identifies the button numbers selected in each layer, arranged in order from the highest layer to the lowest, as "1, 1, 2," as the user's button operation. The calculation unit 12 also identifies the process name corresponding to the user's button operation by referring to the response flow table 24. For example, in the case of the response flow table 24 shown in FIG. 7, the calculation unit 12 identifies the process name of the finally selected process as "Aa2" from the user's button operation "1, 1, 2." The calculation unit 12 then stores the user's button operation, the selected process name, and the date in the storage unit 20 as a single piece of usage information.

[0052] Furthermore, when the number of usage information within a predetermined valid period among the usage information stored in the storage unit 20 is equal to or greater than a predetermined valid number, the calculation unit 12 calculates, for each hierarchical level, a usage ratio, which is the ratio of usage information for each process belonging to that hierarchical level to the total number of usage information within the valid period. Specifically, when the expiration date is defined as one month as in the example of the definition table 25 in FIG. 8, the valid period is defined as the period from one month before the current day to the current day. Furthermore, when the definition table 25 defines the valid number as 1,000 or more, the calculation unit 12 counts the total number of usage information and the number of usage information for each process and calculates the usage ratio for each process when the total number of usage information within the valid period is 1,000 or more.

[0053] For example, suppose the total number of usage information items within the validity period set in the response flow table 24 in Fig. 7 is 1,000, and 10 usage information items indicate that process Aa2 was ultimately selected. In this case, the calculation unit 12 calculates the usage rate of process Aa2 to be 1%. Furthermore, for each process in the second tier, the calculation unit 12 calculates the sum of the usage rates calculated for processes in the third tier included in the category of that process as the usage rate of each process in the second tier. Furthermore, for each process in the first tier, the calculation unit 12 calculates the sum of the usage rates calculated for processes in the second tier included in the category of that process as the usage rate of each process in the second tier.

[0054] The calculation unit 12 stores the calculated utilization ratio for each process in each hierarchical level in a utilization ratio table 26 as shown in Fig. 9. Fig. 9 shows an example of a utilization ratio table that stores utilization ratios in association with the process name for each hierarchical level, message section guidance, button number guidance, user button operation, and selected process name.

[0055] The update unit 14 moves processes whose usage rates exceed a predetermined threshold to a higher hierarchical level than the current hierarchical level, and updates the response flow so that the order in which guidance is output for processes included in each hierarchical level is the order of highest usage rate. Specifically, as shown in the definition table 25 of FIG. 8, a case will be described in which the threshold for the second hierarchical level is defined as 20% and the threshold for the third hierarchical level is defined as 10%. The usage rate table 26 of FIG. 9 shows the usage rate for each guidance. In FIG. 9, the processes that exceed the thresholds defined in FIG. 8 are Cb (usage rate: 23%), which exceeds the threshold for the second hierarchical level of 20%, and Aa3 (usage rate: 15%) and Bb2 (usage rate: 13%), which exceed the threshold for the third hierarchical level of 10%. That is, it can be seen that users frequently used processes Cb1, Cb2, Cb3, Aa3, and Bb2 during the period from today to one month ago. The update unit 14 sorts the processes whose usage rates exceed the thresholds in order of highest usage rate. For the second-level processes, the third-level processes included in the category of that process may be sorted in descending order of usage rate, which would be Cb (Cb1 (usage rate: 9%), Cb3 (usage rate: 8%), Cb2 (usage rate: 6%)), Aa3, and Bb2.

[0056] The update unit 14 updates the response flow so that processes that exceed these thresholds are moved to the top layer after sorting them in descending order of usage rate. Moving a process means moving the entire combination of the process name, message section guidance, and button number guidance. Figure 10 shows the updated response flow, post-update response flow table 27. The message section guidance used for the process moved to the top layer is the leading guidance set in the message table 21 of Figure 4.

[0057] Furthermore, the update unit 14 updates the response flow so that guidance is output first for processes whose utilization rates do not exceed the threshold in descending order of utilization rate. Specifically, as shown in the updated response flow table 28 of FIG. 11 , the update unit 14 updates the response flow by arranging the processes included in the first layer before the update in descending order of utilization rate so that the processes whose utilization rates do not exceed the threshold are output later in the order of utilization rate than the processes whose utilization rates exceed the threshold, for the highest layer (first layer). In the updated response flow table 28 of FIG. 11 , the update unit 14 updates the first layer so that the processes A, B, and C included in the first layer before the update are arranged in descending order of utilization rate (B, A, C) after the processes whose utilization rates exceed the threshold (Cb, Aa3, Bb2 in the output order). Note that when rearranging, the update unit 14 subtracts the utilization rates of the processes already arranged (Cb, Aa3, Bb2 in the example of FIG. 11 ) and then tallies the utilization rates for each category of each process, and updates the response flow so that the processes are arranged in descending order of utilization rate (B: 22%, A: 16%, C: 11%). Furthermore, for the second layer, the update unit 14 updates the processes that have not exceeded the threshold, i.e., the processes that have not been moved to the top layer, so that they are arranged in descending order of usage rate for each category in the first layer. For example, the processes in the second layer that are included in the category of process B in the first layer are updated to be arranged in the order of Ba, Bc, and Bb. The processes in the second layer that are included in the category of process C in the first layer are updated to be arranged in the order of Cc and Ca. The same applies to the third layer, where the update unit 14 updates the processes that have not exceeded the threshold, i.e., the processes that have not been moved to the top layer, so that they are arranged in descending order of usage rate for each category in the second layer (Ba1, Ba3, Ba2, Bc1, Bc2, Bc3, Bb1, Bb3, Ac2, Ac1, Ac3, Ab2, Ab3, Ab1, Aa1, Aa2, Cc3, Cc2, Cc1, Ca3, Ca1, Ca2).

[0058] Next, the operation of the information processing device 10 according to this embodiment will be described. Fig. 12 is a flowchart showing the flow of response processing during operation of the IVR system 100. Fig. 13 is a flowchart showing the flow of update processing when updating the response flow according to the usage rate. The information processing device 10 executes the response processing shown in Fig. 12 and the update processing shown in Fig. 13. Each process in the information processing device 10 is executed by the CPU 32 functioning as the calculation unit 12 and the update unit 14. The update processing is an example of an information processing method of the present invention.

[0059] First, the response process in FIG. 12 will be described. 12, the CPU 32 receives a call from a user. Specifically, when a call is made from the user device 50 of the user, the CPU 32 recognizes that the call from the user has been received.

[0060] In step S103, the CPU 32 outputs the guidance for the first layer in accordance with the response flow.

[0061] In step S105, the CPU 32 receives the button number operated by the user.

[0062] In step S107, the CPU 32 outputs the guidance of the second layer in accordance with the button number and response flow received in step S105.

[0063] In step S109, the CPU 32 receives the button number operated by the user.

[0064] In step S111, the CPU 32 outputs the guidance of the third layer in accordance with the button number and response flow received in step S109.

[0065] In step S113, the CPU 32 receives the button number operated by the user.

[0066] In step S115, the CPU 32 determines whether the user's selection has been confirmed. The CPU 32 may determine that the user's selection has been confirmed when it receives a button number for the guidance in the third layer, or may receive a button number indicating selection confirmation separately from the user. If the CPU 32 determines that the user's selection has been confirmed (step S115: YES), the process proceeds to step S117. On the other hand, if the CPU 32 determines that the user's selection has not been confirmed (step S115: NO), the process returns to step S103.

[0067] In step S117, CPU 32 stores the usage information in storage unit 20. Specifically, CPU 32 stores the button number operated by the user, the date, the name of the selected process, and the like as usage information in storage unit 20. Then, the process ends.

[0068] Next, the update process of FIG. 13 will be described. In step S201 of FIG. 13, the CPU 32 acquires the usage information from the storage unit 20.

[0069] In step S203, the CPU 32 determines whether or not the number of pieces of usage information within the valid period is equal to or greater than the valid number. If the CPU 32 determines that the number of pieces of usage information within the valid period is equal to or greater than the valid number (step S203: YES), the process proceeds to step S205. On the other hand, if the CPU 32 determines that the number of pieces of usage information within the valid period is not equal to or greater than the valid number (step S203: NO), the process ends.

[0070] In step S205, the CPU 32 calculates the usage rate of each process for each hierarchical level using the usage information within the validity period.

[0071] In step S207, CPU 32 determines whether or not each tier (second tier and third tier) has a utilization rate that exceeds the threshold defined for that tier. If CPU 32 determines that each tier has a utilization rate that exceeds the threshold (step S207: YES), the process proceeds to step S209. On the other hand, if CPU 32 determines that each tier does not have a utilization rate that exceeds the threshold (step S207: NO), the process proceeds to step S211.

[0072] In step S209, the CPU 32 updates the response flow by rearranging the processes whose utilization ratio exceeds the threshold in descending order of utilization ratio and moving them to the first hierarchical level.

[0073] In step S211, the CPU 32 updates the response flow by rearranging, within each layer, the processes included in the first layer before the update for the first layer, and the processes whose usage rates do not exceed the threshold for the second and third layers, in descending order of usage rate.

[0074] In step S213, the CPU 32 stores the updated response flow in the storage unit 20. Then, the process ends.

[0075] (summary) As described above, the information processing device 10 of this embodiment is configured with a calculation unit 12 that calculates, for each process, a usage rate, which is the ratio of usage information for each process to the total number of usage information within a specified validity period, for usage information indicating a process selected by a user in response to guidance output from the highest hierarchical level in accordance with a response flow in which guidance for explaining each process is configured in multiple hierarchical levels and the output order of the guidance for each hierarchical level is specified; and an update unit 14 that moves a process whose usage rate exceeds a specified threshold to a higher hierarchical level than the current hierarchical level and updates the response flow so that the output order of the guidance for processes included in each hierarchical level is in descending order of usage rate.

[0076] In this way, by updating the response flow according to the usage rate of the process, i.e., by placing processes with high usage rates at the top level, the user can reduce the number of button operations required when selecting guidance and the guidance output time. Furthermore, since the usage rate is reflected in seasonal and situational changes, for example, if it is summer, the usage rate will increase due to an increase in inquiries about AC air conditioners, and the response flow will be updated accordingly. For example, if a new model of television is released, the usage rate will increase due to an increase in inquiries about Aa3 ZType televisions, and the response flow will be updated accordingly. Therefore, according to the information processing device 10 of this embodiment, the response flow of the voice guidance is updated according to the season and situation, so guidance can be provided in an order that is appropriate to the actual situation.

[0077] Furthermore, the information processing device 10 according to the present embodiment automatically executes a series of operations, including calculating the usage rate, comparing it with a threshold, moving the guidance processes that exceed the threshold to the top layer, and sorting them in descending order of usage rate. This eliminates the need to manually change data when changing the configuration of the voice guidance response flow, as in conventional IVR systems, thereby improving efficiency.

[0078] (Variation) In the first embodiment, if the usage rate of guidance at a level two or more levels lower than the highest level exceeds a threshold, the guidance is moved to the highest level and updated, but in the modified example, a process of moving the guidance to a level other than the highest level and updating it will be described. In the modified example, if the usage rate of guidance at a level two or more levels lower than the highest level exceeds a second threshold, the guidance is moved to the level one level above the current level and the response flow is updated. Note that parts with the same configuration as in the first embodiment are assigned the same reference numerals and their description will be omitted.

[0079] A specific example will be described using the values ​​of the usage ratios in the usage ratio table 26 in FIG. 9. Here, the second threshold is a threshold set for hierarchical layers from the third hierarchical layer onward, and is set to a value smaller than the first threshold, which is the threshold in the first embodiment. As an example, assume that the second threshold is set to 5%. Focusing on the usage ratio of the third hierarchical layer in FIG. 9, the processes that do not exceed the first threshold but exceed the second threshold are "Ba1" (6%) and "Bc1" (5%). These processes that exceed the second threshold are sorted in descending order of usage ratio and moved to a hierarchical layer one level higher than the current hierarchical layer, and the response flow is updated. The sorting order of the updated guidance is shown in the updated response flow table 29 in FIG. 14. As shown in FIG. 14, Ba1 and Bc1 have been moved from the third hierarchical layer to the second hierarchical layer. The sorting result of the guidances that did not exceed the second threshold in descending order of usage ratio is shown in the updated response flow table 30 in FIG. 15.

[0080] Note that repeated updates of the response flow depending on the season and circumstances may result in many options being accumulated in a higher hierarchy than the hierarchy at the time of initial registration. Therefore, when the usage rate of the guidance falls below a threshold depending on the season, the guidance is demoted to a lower hierarchy to return to the original hierarchy, or to a hierarchy that exceeds the threshold. Specifically, in the example of FIG. 15, if the usage rate of Bb2 falls to 11%, Bb2 is demoted from the first hierarchy to the second hierarchy. At that time, the guidance in the message section is also changed from "Bb2 first" to "Bb2." Also, as an example, if the usage rate of Bc1 in FIG. 15 falls to 3%, Bc1 is demoted to the original hierarchy, the third hierarchy. Note that in both the first embodiment and the modified example, when the response flow is repeatedly updated, the comparison between the usage rate of each process and the threshold applies the threshold of the current hierarchy of the updated process.

[0081] (remarks) In the above embodiment, an example in which the response flow is configured with three layers has been described, but the response flow is not limited to this. The response flow may be configured with two layers, or with four or more layers.

[0082] In the above embodiment, the guidance output is not limited to voice guidance. Any guidance output may be made in accordance with the response flow, and for example, text indicating the guidance may be displayed on a display. Furthermore, the user's selection of options is not limited to button operation, and may be voice input, etc.

[0083] Furthermore, the update process executed by the CPU after reading the software (program) in each of the above embodiments may be executed by various processors other than the CPU. Examples of such processors include programmable logic devices (PLDs) whose circuit configuration can be changed after manufacture, such as field-programmable gate arrays (FPGAs), and dedicated electrical circuits, such as application-specific integrated circuits (ASICs), which are processors with circuit configurations specifically designed to execute specific processes. The update process may be executed by one of these various processors, or by a combination of two or more processors of the same or different types (e.g., multiple FPGAs, or a combination of a CPU and an FPGA). The hardware structure of these various processors is, more specifically, an electrical circuit that combines circuit elements such as semiconductor devices.

[0084] In addition, in the above-described embodiments, the update program is described as being pre-stored (installed) in the storage device, but this is not limiting. The update program may be provided in a form recorded on a recording medium such as a CD-ROM, a DVD-ROM (Digital Versatile Disc Read Only Memory), or a USB (Universal Serial Bus) memory. The update program may also be downloaded from an external device via a network. [Explanation of symbols]

[0085] 10. Information processing equipment 12 Calculation section 14 Update section 20 Storage area 21 Message Table 22 Guidance Content Table 23 Button Number Table 24 Response Flow Table 25 Definition Table 26 Usage Rate Table 27 Updated response flow table 28 Updated response flow table 29 Updated response flow table 30 Updated response flow table 32 CPU 34 memory 36 Storage device 38 Input Devices 42 Output Devices 44 Storage media reader 46 Communication I / F 48 Bus 50 User equipment 53 Switchboard 55 Personnel Device 100 IVR Systems N communication line

Claims

1. a calculation unit that calculates, for each of the processes, a usage rate that is a rate of the usage information for each of the processes to the total number of usage information within a predetermined validity period, for usage information indicating a process selected by a user in response to the guidance, the guidance being configured in multiple hierarchical layers and output from a higher hierarchical layer in accordance with a response flow in which the output order of the guidance for each of the layers is specified; an update unit that moves the process whose utilization rate exceeds a predetermined threshold to a higher hierarchical level than the current hierarchical level and updates the response flow so that the order of outputting guidance for the process included in each hierarchical level is in descending order of the utilization rate; An information processing device comprising:

2. the calculation unit calculates the usage ratio when the total number of the usage information is equal to or greater than a predetermined valid number during the validity period. The information processing device according to claim 1 .

3. The threshold is set for each of the layers.

3. The information processing device according to claim 1.

4. when the update unit moves the process to a higher hierarchical level than the current hierarchical level, the update unit moves the process to the highest hierarchical level and updates the response flow. The information processing device according to claim 3 .

5. when the utilization rate of the process included in the highest tier falls below the threshold, the update unit moves the process to a tier lower than the highest tier and updates the response flow. The information processing device according to claim 4 .

6. In a hierarchy lower than the highest hierarchy, the guidance for explaining each process includes guidance for the lower hierarchy and guidance for a higher hierarchy to be used when the process is moved from the lower hierarchy to a higher hierarchy, when updating the response flow by moving the process at a layer lower than the highest layer to a layer higher than a current layer, the update unit updates the response flow by replacing the guidance of the process to be moved with guidance for the higher layer. The information processing device according to claim 5 .

7. guidance for explaining each process is composed of multiple layers, and for usage information indicating a process selected by a user in response to the guidance output in order from the highest layer according to a response flow in which the output order of the guidance for each layer is specified, calculating a usage rate for each process, which is the rate of the usage information for each process to the total number of the usage information within a predetermined validity period; a process of moving the process whose utilization rate exceeds a predetermined threshold to a higher hierarchical level than the current hierarchical level, and updating the response flow so that the order of outputting guidance for the process included in each hierarchical level is in descending order of the utilization rate; A computer-implemented information processing method.

8. guidance for explaining each process is composed of multiple layers, and for usage information indicating a process selected by a user in response to the guidance output in order from the highest layer according to a response flow in which the output order of the guidance for each layer is specified, calculating a usage rate for each process, which is the rate of the usage information for each process to the total number of the usage information within a predetermined validity period; a process of moving the process whose utilization rate exceeds a predetermined threshold to a higher hierarchical level than the current hierarchical level, and updating the response flow so that the order of outputting guidance for the process included in each hierarchical level is in descending order of the utilization rate; An information processing program executed by a computer.

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