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

Abstract

To properly answer an inquiry from a user.SOLUTION: An information processing apparatus includes: a receiving unit which receives inquiry data indicating an inquiry from a user; an acquisition unit which acquires attribute information indicating an organization that the user belongs to; and a proposal unit which outputs, based on the inquiry data and the attribute information, proposal information indicating a service to be provided to the organization.SELECTED DRAWING: Figure 4

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] Services that perform business operations on behalf of organizations such as companies are used. Providers of these types of services may receive various inquiries from users of the services. In some cases, inquiries from users are handled collectively by a single department, such as a help desk.

[0003] There are known techniques for responding to inquiries from users. For example, Patent Document 1 discloses a contact center system that prepares a database that associates inquiries with answers, searches the database for relevant answers using information extracted from the user's inquiry, and automatically returns the answer. Summary of the Invention [Problem to be solved by the invention]

[0004] However, the prior art leaves room for better answers to queries. For example, the prior art searches for answers based solely on the query from the user, without taking into account information about the user.

[0005] In view of the above technical problems, an object of one embodiment of the present invention is to provide an appropriate response to inquiries from users. [Means for solving the problem]

[0006] An information processing device according to one embodiment of the present invention includes a reception unit that receives inquiry data indicating an inquiry from a user, an acquisition unit that acquires attribute information regarding the organization to which the user belongs, and a proposal unit that outputs proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information. [Effects of the Invention]

[0007] According to one embodiment of the present invention, it is possible to provide an appropriate response to an inquiry from a user. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a schematic diagram illustrating an example of a business support service according to an embodiment. [Figure 2] 1 is a schematic diagram illustrating an example of the overall configuration of an information processing system according to an embodiment. [Figure 3] FIG. 2 is a block diagram illustrating an example of a hardware configuration of a computer according to an embodiment. [Figure 4] FIG. 1 is a block diagram illustrating an example of a functional configuration of an information processing system according to an embodiment. [Figure 5] FIG. 10 is a diagram illustrating an example of user information according to an embodiment. [Figure 6] FIG. 10 is a diagram illustrating an example of service information according to an embodiment. [Figure 7] 1 is a flowchart illustrating an example of a business support method according to an embodiment. [Figure 8] FIG. 10 is a diagram showing a first example of an inquiry screen according to an embodiment. [Figure 9] FIG. 10 is a diagram showing a second example of an inquiry screen according to an embodiment. [Figure 10] FIG. 10 is a diagram illustrating an example of a relationship between inquiry content and suggested services according to an embodiment. [Figure 11] 1 is a flowchart illustrating an example of a business support method according to an embodiment. [Figure 12] FIG. 10 illustrates an example of a prompt according to one embodiment. [Figure 13] FIG. 10 is a diagram illustrating an example of an evaluation screen according to an embodiment. [Figure 14] FIG. 10 is a diagram illustrating an example of a presentation screen according to an embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0009] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments of the present invention will be described in detail with reference to the accompanying drawings. In the drawings, components having the same functions are designated by the same reference numerals, and redundant description will be omitted.

[0010] [Embodiment] One embodiment of the present invention is an information processing system that provides a business support service that supports the business of a user. In this embodiment, the business support service provides a service that manages IT assets (an example of a resource) used by the user on behalf of the user. In this embodiment, the resource may include software or electronic equipment.

[0011] The software may include, for example, applications used for any purpose, such as word processing applications, messaging applications, online storage, business development tools, and source control tools.

[0012] The electronic device may include any device used within an organization, such as a personal computer, a smartphone, a tablet terminal, a printer, a digital multifunction peripheral, or an electronic whiteboard.

[0013] In this embodiment, the business support service includes an information processing service provided electronically through a communication network. Furthermore, the business support service is not limited to an electronically provided service, and may include an outsourcing service that performs physical work on behalf of the user.

[0014] <Overview of business support services> The business support service according to this embodiment will be described with reference to Fig. 1. Fig. 1 is a schematic diagram showing an example of a business support service according to an embodiment.

[0015] A service user U is an organization that uses business support services. A service user U may be, for example, a single company, a department within a company, multiple companies, or multiple departments within a single company. A system administrator U1 and a system user U2 belong to the service user U. The system administrator U1 is one or more members who manage the resources available to the service user U. The system user U2 is one or more members who use the resources available to the service user U.

[0016] In this embodiment, an example will be described in which the service user U is a company, and the system administrator U1 and system users U2 are employees of the service user U. The system administrator U1 may be an employee of the information systems department, or an employee of a business department other than the information systems department who also handles system management duties.

[0017] The service provider P is an organization that provides business support services. The service provider P may be, for example, a single company, a department within a company, multiple companies, or multiple departments within a single company. The service provider P is made up of a sales representative P1 and a help desk staff member P2. The sales representative P1 is a member who plans, proposes, sells, etc. the business support services. The help desk staff member P2 is a member who responds to inquiries from the service users U.

[0018] The application provider V1 is an organization that supplies applications provided through the business support service. The application provider V1 may, for example, sell packaged software or provide cloud services.

[0019] The device provider V2 is an organization that supplies devices provided through the business support service. The device provider V2 may, for example, sell the devices or lend them by rental or lease.

[0020] The application provider V1 and the device provider V2 may be, for example, a single company, a division within a company, multiple companies, or multiple divisions within a single company. The application provider V1 may include multiple organizations that provide different applications. The device provider V2 may include multiple organizations that provide different devices. The application provider V1 and the device provider V2 may be a single organization that provides applications and devices.

[0021] The business support service may provide a service to manage applications used by the service user U. The management of applications may include, for example, account management, ordering licenses, assigning licenses to accounts, managing the number of licenses, and monitoring usage status.

[0022] The business support service may provide a service to manage devices used by the service user U. The management of devices may include, for example, ordering devices, creating a management ledger, kitting devices, installing devices, maintaining devices, and disposing of devices.

[0023] The business support service may provide services that respond to inquiries from service users U. The inquiries may include, for example, inquiries about the service content of the business support service, inquiries about the operation of an application or device, etc. The response to the inquiries may include, for example, remote or on-site support, service proposals according to requests, etc. An information processing system such as a chatbot may automatically respond to the inquiries. Depending on the content of the inquiry, a sales representative P1 or a help desk representative P2 may respond to the inquiry.

[0024] A system administrator U1 of a service user U can manage applications or devices that are used by a system user U2 through the business support service. The system administrator U1 can have the service provider P manage the applications or devices on his / her behalf, thereby reducing the burden of managing the applications or devices.

[0025] Through the business support service, the system administrator U1 can respond to inquiries from the system user U2 regarding applications or devices. The system administrator U1 can have the service provider P handle inquiries from the system user U2 on his behalf, thereby reducing the burden of responding to inquiries from the system user U2.

[0026] <Overall configuration of information processing system> The overall configuration of the information processing system according to this embodiment will be described with reference to Fig. 2. Fig. 2 is a schematic diagram showing an example of the overall configuration of the information processing system according to one embodiment.

[0027] 2, the information processing system 1000 includes an information processing device 10, two terminal devices 20 (20-1, 20-2), and a generating device 30. The information processing device 10, the two terminal devices 20, and the generating device 30 are each connected to a communication network N. The communication network N is configured so that the connected devices can communicate with each other.

[0028] Hereinafter, when there are multiple terminal devices 20, they will be distinguished from one another by using sub-numbers such as "terminal device 20-1," "terminal device 20-2," etc. When simply referring to "terminal device 20," this applies to all terminal devices 20.

[0029] The communication network N is constructed by a network using wired communication, such as the Internet, a local area network (LAN), or a wide area network (WAN). The communication network N may include not only wired communication but also wireless communication, such as a wireless LAN or short-range wireless communication, or a network using mobile communication, such as WiMAX (Worldwide Interoperability for Microwave Access), LTE (Long Term Evolution), or 5G (5th Generation).

[0030] The information processing device 10 is an example of an information processing device that provides a business support service. The information processing device 10 may be, for example, a computer such as a personal computer, a workstation, or a server.

[0031] In this embodiment, the business support service provided by the information processing device 10 is a multi-tenant system. In a multi-tenant system, multiple tenants (for example, service users such as companies or customers) share resources, and an account can be created for each tenant. The information processing device 10 in the multi-tenant system may create a tenant for each service user U.

[0032] The terminal device 20-1 is an example of an information processing terminal operated by a user A1 (an example of a user) of the business support service. The user A1 may include, for example, a system administrator U1 of the service user U. The terminal device 20-1 may be, for example, a computer such as a personal computer, a smartphone, or a tablet terminal.

[0033] The terminal device 20-2 is an example of an information processing terminal operated by a user A2 (an example of a second user) of the information processing system 1000. The user A2 may include, for example, a sales representative P1 of the service provider P. The terminal device 20-2 may be, for example, a computer such as a personal computer, a smartphone, or a tablet terminal.

[0034] The generating device 30 is an example of an information processing device that executes a generation task of generating predetermined data. The generating device 30 may generate the predetermined data based on a trained generative model. The generating device 30 may be, for example, a computer such as a personal computer, a workstation, or a server.

[0035] The terminal device 20 is not limited to an information processing device as long as it is a device equipped with a communication function. The terminal device 20 may be, for example, an image forming device (printer, fax machine, MFP (Multifunction Peripheral / Product / Printer: digital multifunction device), scanner device), PJ (Projector: projector), IWB (Interactive White Board: white board with electronic blackboard function capable of mutual communication), output device such as digital signage, HUD (Head Up Display) device, industrial machinery, imaging device, sound collection device, medical equipment, network home appliance, automobile (Connected Car), notebook PC (Personal Computer), mobile phone, smartphone, tablet terminal, game console, PDA (Personal Digital Assistant), digital camera, wearable PC, desktop PC, etc.

[0036] The overall configuration of the information processing system 1000 shown in FIG. 2 is an example, and various system configuration examples are possible depending on the application and purpose. For example, the information processing system 1000 may include multiple units of one or more of the information processing device 10, the terminal device 20, and the generation device 30. For example, the information processing device 10 or the generation device 30 may be realized by multiple computers, or may be realized as a cloud computing service. For example, the information processing device 10 and the generation device 30 may be realized by standalone computers that have the functions that each device should have. The classification of devices such as the information processing device 10, the terminal device 20, and the generation device 30 shown in FIG. 2 is an example.

[0037] <Hardware configuration of information processing system> The hardware configuration of the information processing system 1000 will be described with reference to FIG.

[0038] Computer The information processing device 10, the terminal device 20, and the generating device 30 may be realized by a computer. Fig. 3 is a block diagram showing an example of a hardware configuration of a computer according to an embodiment.

[0039] As shown in FIG. 3, the computer 500 includes a CPU 501, a ROM 502, a RAM 503, a HD (Hard Disk) 504, a HDD (Hard Disk Drive) controller 505, a display 506, an external device connection I / F (Interface) 508, a network I / F 509, a bus line 510, a keyboard 511, a pointing device 512, a DVD-RW (Digital Versatile Disk Rewritable) drive 514, and a media I / F 516.

[0040] Of these, the CPU 501 controls the overall operation of the computer 500. The ROM 502 stores programs used to drive the CPU 501, such as the IPL. The RAM 503 is used as a work area for the CPU 501. The HD 504 stores various data such as programs. The HDD controller 505 controls the reading and writing of various data from and to the HD 504 under the control of the CPU 501.

[0041] The display 506 displays various types of information such as a cursor, menus, windows, characters, or images. The external device connection I / F 508 is an interface for connecting various types of external devices. In this case, the external devices are, for example, USB (Universal Serial Bus) memories, printers, etc. The network I / F 509 is an interface for data communication using the communication network N. The bus line 510 is an address bus, data bus, etc. for electrically connecting each component such as the CPU 501.

[0042] The keyboard 511 is a type of input means having multiple keys for inputting characters, numbers, various instructions, etc. The pointing device 512 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc. The DVD-RW drive 514 controls reading and writing of various data from a DVD-RW 513, which is an example of a removable recording medium. Note that this is not limited to a DVD-RW, and may be a DVD-R, etc. The media I / F 516 controls reading and writing (storing) of data from a recording medium 515, such as a flash memory.

[0043] <Functional configuration of information processing system> The functional configuration of the information processing system 1000 will be described with reference to Fig. 4. Fig. 4 is a block diagram showing an example of the functional configuration of the information processing system according to an embodiment.

[0044] <Information processing device> As shown in FIG. 4, the information processing device 10 includes a user memory unit 101, a service memory unit 102, a query memory unit 103, a reception unit 110, an acquisition unit 120, an extraction unit 130, a proposal unit 140, a generation unit 150, an evaluation unit 160, and a presentation unit 170.

[0045] The user storage unit 101, the service storage unit 102, and the query storage unit 103 are realized, for example, by using the HD 504 shown in Fig. 3. Reading or writing of data stored in the HD 504 is performed, for example, via an HDD controller 505.

[0046] The reception unit 110, acquisition unit 120, extraction unit 130, proposal unit 140, generation unit 150, evaluation unit 160, and presentation unit 170 are realized, for example, by a program expanded from ROM 502 to RAM 503 shown in FIG. 3 and executed by CPU 501 and network I / F 509.

[0047] User information is stored in the user storage unit 101. The user information is information relating to a service user U. The user information includes attribute information of the service user U.

[0048] (User information) 5 is a diagram showing an example of user information according to an embodiment. As shown in FIG. 5, the user information may include, as data items, a user's name, a job type, a used application, a used device, a size of the business, etc. The job type, the used application, the used device, and the size of the business are examples of attribute information.

[0049] The occupation is information indicating the occupation of the service user U's employee. The application used is information indicating the application used by the service user U. The device used is information indicating the device used by the service user U. The size is information indicating the size of the company of the service user U.

[0050] Service information is stored in the service storage unit 102. The service information is information about services that can be provided to the service user U through the business support service. The service information includes the terms and conditions for using the service.

[0051] (Service Information) 6 is a diagram illustrating an example of service information according to an embodiment. As illustrated in FIG. 6, the service information may include, as data items, a service name, a service overview, a user's occupation, related applications, related devices, a usage fee, sales information, the number of users, an expected scale, etc. The user's occupation, related applications, related devices, a usage fee, sales information, and an expected scale are examples of usage conditions.

[0052] The user occupation is information indicating the occupation of the system user U2 who is using the service. The related application is information indicating the application related to the service. The related device is information indicating the device related to the service. The usage fee is the fee paid when using the service. The sale information is information regarding discounts on the service. The number of users is the number of service users U who are using the service. The expected size is information indicating the expected size of the company that will be used by the service user U.

[0053] The inquiry storage unit 103 stores history information regarding inquiries from the service user U. The history information may be, for example, data indicating the content of the inquiry received from the service user U, or data indicating the analysis result of the content of the inquiry. The analysis result may include, for example, the result of extracting keywords included in the inquiry or the result of classifying the inquiry. The classification of the inquiry may be performed, for example, by inputting text data indicating the inquiry into a trained machine learning model.

[0054] The reception unit 110 receives inquiry data indicating an inquiry from a service user U. The inquiry may include a question regarding services that can be provided through the business support service. For example, the reception unit 110 may receive inquiry data entered into an inquiry screen provided by the business support service. For example, the reception unit 110 may receive inquiry data via a communication means such as email or instant message. In this embodiment, an example of receiving inquiry data via an inquiry screen will be described.

[0055] The acquisition unit 120 acquires user information related to the service user U. The acquisition unit 120 may identify the service user U based on authentication information input by the user A1. The acquisition unit 120 may read the user information related to the identified service user U from the user storage unit 101.

[0056] The extraction unit 130 extracts service information based on the inquiry data accepted by the acceptance unit 110 and the attribute information included in the user information acquired by the acquisition unit 120. The extraction unit 130 may generate extraction conditions based on the inquiry data and the attribute information. The extraction unit 130 may read out service information that matches the generated extraction conditions from the service storage unit 102.

[0057] The extraction unit 130 may repeatedly extract service information while gradually relaxing the extraction conditions. For example, if service information is not extracted based on extraction conditions generated based on both the inquiry data and the attribute information, the extraction unit 130 may extract the service information again based on extraction conditions based only on the inquiry data.

[0058] The suggestion unit 140 outputs proposal information indicating a service to be provided to the service user U based on the service information extracted by the extraction unit 130. The proposal information may include, for example, the name, description, usage fee, and sale information of the service.

[0059] The suggestion unit 140 may transmit screen data including the suggestion information to the terminal device 20-1. The screen data is, for example, screen data written in HTML (HyperText Markup Language) or the like, and may include an application written in JavaScript (registered trademark) or the like.

[0060] The generation unit 150 generates service candidates based on the inquiry data received by the reception unit 110. The service candidates are ideas for new services. The generation unit 150 may acquire the service candidates generated by inputting the inquiry data into a trained generative model. The generative model may be, for example, a large language model (LLM).

[0061] The prompt input to the generative model may include query data and instruction information. The instruction information may be, for example, information instructing the generation of service candidates that satisfy the query content. The prompt may include attribute information included in the user information read from the user storage unit 101 or service information read from the service storage unit 102.

[0062] The evaluation unit 160 obtains an evaluation result for the service candidates generated by the generation unit 150. The evaluation unit 160 may present the service candidates to the user A1 and obtain an evaluation result indicating the result of the user A1's evaluation of the service candidates.

[0063] The presentation unit 170 presents reference information for developing a new service to the user A2. Specifically, the presentation unit 170 transmits screen data including the reference information to the terminal device 20-2. The reference information may include, for example, statistical information of the query data stored in the query storage unit 103. The reference information may include, for example, service candidates generated by the generation unit 150. The reference information may include, for example, the evaluation result of the user A1 acquired by the evaluation unit 160.

[0064] Terminal Device As shown in FIG. 4, the terminal device 20 includes a display control unit 210, an operation reception unit 220, and a communication control unit 230.

[0065] The display control unit 210, the operation reception unit 220, and the communication control unit 230 are realized, for example, by processing that is executed by the CPU 501 and the network I / F 509 in accordance with a program loaded from the ROM 502 onto the RAM 503 shown in FIG.

[0066] The display control unit 210 controls the display of a screen provided by the business support service on the display 506 based on the screen data received from the information processing device 10. The display control unit 210 of the terminal device 20-1 may, for example, display an inquiry screen and an evaluation screen on the display 506. The display control unit 210 of the terminal device 20-2 may, for example, display a presentation screen on the display 506. The inquiry screen, the evaluation screen, and the presentation screen may, for example, be displayed on a web browser pre-installed on the terminal device 20.

[0067] The operation receiving unit 220 receives operations on the screen displayed on the display 506 by the display control unit 210. The operation receiving unit 220 may receive, for example, an operation to open various screens, an operation to send an inquiry, or an operation to send an evaluation result.

[0068] The communication control unit 230 controls communication with the information processing device 10. The communication control unit 230 may transmit inquiry data to the information processing device 10. The communication control unit 230 may receive screen data from the information processing device 10.

[0069] <Information processing system processing procedure> The processing procedure of the business support method executed by the information processing system 1000 will be described with reference to Fig. 7 to Fig. 12. Fig. 7 is a flowchart showing an example of the business support method according to an embodiment.

[0070] In step S1, user A1 performs an operation to open an inquiry screen on terminal device 20-1. The inquiry screen is a screen for inputting an inquiry and displaying suggested information. The operation to open the inquiry screen may include an operation to input authentication information. The authentication information may be, for example, identification information and a password that identify user A1.

[0071] In response to an operation by user A1, the communication control unit 230 of terminal device 20-1 transmits a request to acquire an inquiry screen to the information processing device 10. The request to acquire an inquiry screen may include authentication information input by user A1.

[0072] In step S2, the reception unit 110 of the information processing device 10 receives a request to acquire an inquiry screen from the terminal device 20-1. The reception unit 110 authenticates the user A1 based on the authentication information included in the acquisition request. If the authentication is successful, the reception unit 110 can identify the tenant to which the account of the user A1 belongs, and can identify the service user U who uses the tenant. Here, the description will continue assuming that the authentication is successful.

[0073] The reception unit 110 generates screen data for displaying the inquiry screen, and transmits the screen data of the inquiry screen to the terminal device 20-1.

[0074] In step S3, the communication control unit 230 of the terminal device 20-1 receives the screen data of the inquiry screen from the information processing device 10. The display control unit 210 displays the inquiry screen on the display 506 based on the screen data of the inquiry screen.

[0075] Fig. 8 is a diagram showing a first example of an inquiry screen according to an embodiment. Fig. 8 shows an example of an inquiry screen for inputting an inquiry. As shown in Fig. 8, an inquiry screen 600 has a menu display section 601, an inquiry input section 602, and a send button 603.

[0076] The menu display section 601 displays a list of menus. In this embodiment, the list of menus includes a help desk menu. When the user A1 selects the help desk menu, the inquiry screen 600 displays an inquiry input section 602 and a send button 603.

[0077] The query input section 602 is a screen component for inputting the content of a query. The query input section 602 may be capable of inputting text, voice, images, etc. When user A1 inputs the content of the query into the query input section 602 and then presses the send button 603, an operation to send the query is accepted.

[0078] In step S4, user A1 performs an operation to send an inquiry on the inquiry screen 600. The operation acceptance unit 220 of terminal device 20-1 accepts the operation to send an inquiry. The operation acceptance unit 220 generates inquiry data in response to the operation by user A1. In this embodiment, the inquiry data is data indicating the content of the inquiry entered in the inquiry input unit 602 of the inquiry screen 600. The communication control unit 230 transmits the inquiry data to the information processing device 10.

[0079] In step S5, the receiving unit 110 of the information processing device 10 receives the inquiry data from the terminal device 20-1. The receiving unit 110 sends the inquiry data to the extracting unit .

[0080] The reception unit 110 generates history information based on the inquiry data. The reception unit 110 may extract keywords from the inquiry content indicated in the inquiry data. The reception unit 110 may classify the inquiry data by inputting the inquiry data to a trained model. The history information may include the inquiry data itself, keywords extracted from the inquiry data, or a classification result of the inquiry data. The reception unit 110 stores the history information in the inquiry storage unit 103.

[0081] In step S6, the acquisition unit 120 of the information processing device 10 reads out the user information relating to the service user U identified in step S2 from the user storage unit 101. The acquisition unit 120 sends the read out user information to the extraction unit .

[0082] In step S7, the extraction unit 130 of the information processing device 10 receives inquiry data from the reception unit 110. The extraction unit 130 also receives user information from the acquisition unit 120. The extraction unit 130 acquires attribute information from the user information. The extraction unit 130 extracts service information stored in the service storage unit 102 based on the inquiry data and the attribute information.

[0083] Specifically, the extraction unit 130 generates extraction conditions based on the inquiry data and attribute information. The extraction unit 130 may generate extraction conditions by appropriately combining keywords, job types, applications, devices, and scales. The extraction unit 130 reads service information that matches the extraction conditions from the service storage unit 102.

[0084] The extraction conditions may include multiple conditions. The multiple conditions may include, for example, a condition indicating whether a keyword extracted from the inquiry data is included in the service name or service summary of the service information. The multiple conditions may include, for example, a condition indicating whether the user occupation of the service information includes the occupation of the attribute information. The multiple conditions may include, for example, a condition indicating whether the target application of the service information includes the use application of the attribute information. The multiple conditions may include, for example, a condition indicating whether the target device of the service information includes the use device of the attribute information. The multiple conditions may include, for example, a condition indicating whether the expected scale of the service information matches the scale of the attribute information.

[0085] In step S8, the extraction unit 130 determines whether or not the extraction of service information in step S7 was successful. Specifically, if one or more pieces of service information are extracted in step S7, the extraction unit 130 determines that the extraction was successful. On the other hand, if no service information is extracted in step S7, the extraction unit 130 determines that the extraction was unsuccessful.

[0086] If the extraction of the service information is successful (YES), the extraction unit 130 sends the service information to the proposal unit 140, and the process proceeds to step S9. On the other hand, if the extraction of the service information is unsuccessful (NO), the extraction unit 130 sends the query data to the generation unit 150, and the process proceeds to step S11 (see FIG. 11).

[0087] In step S9, the proposing unit 140 receives the service information from the extracting unit 130. Based on the service information, the proposing unit 140 generates proposal information indicating a service to be proposed to the user A1. The proposing unit 140 transmits the proposal information to the terminal device 20-1.

[0088] In step S10, the communication control unit 230 of the terminal device 20-1 receives the proposed information from the information processing device 10. The display control unit 210 of the terminal device 20-1 notifies the inquiry screen that the proposed information has been received. The display control unit 210 displays the proposed information on the inquiry screen in response to an operation by the user A1 in response to the notification. The display control unit 210 may automatically display the proposed information on the inquiry screen.

[0089] Fig. 9 is a diagram showing a second example of an inquiry screen according to an embodiment. Fig. 9 shows an example of an inquiry screen when displaying suggested information. As shown in Fig. 9, an inquiry screen 610 has a menu display section 601 and a suggestion display section 604.

[0090] The suggestion display unit 604 is a screen component for displaying suggestion information. The suggestion display unit 604 may be capable of outputting text, audio, images, etc. The suggestion display unit 604 displays suggestion information received from the information processing device 10.

[0091] 10 is a diagram illustrating an example of the relationship between inquiry content and proposed services according to an embodiment. As shown in FIG. 10, for example, if the inquiry content includes keywords such as "PC" and "kitting," a "PC kitting" service that performs PC kitting work on behalf of the user may be proposed. For example, if a business support service can provide multiple "PC kitting" services that target different applications or devices, a "PC kitting" service that targets the application or device used by the service user U may be proposed.

[0092] The description will now proceed to Fig. 11. Fig. 11 is a flowchart showing an example of a business support method according to an embodiment.

[0093] In step S11, the generation unit 150 of the information processing device 10 receives inquiry data from the reception unit 110. The generation unit 150 reads service information from the service storage unit 102. The generation unit 150 generates a prompt to be input to the generative model based on the inquiry data and the service information.

[0094] 12 is a diagram showing an example of a prompt according to an embodiment. As shown in FIG. 12, a prompt 700 includes service information 701, a query 702, and instruction information 703. Service information read from the service storage unit 102 is embedded in the service information 701. Query data received by the receiving unit 110 is embedded in the query 702. The instruction information 703 includes an instruction to generate multiple service candidates that satisfy the query 702 with reference to the service information 701.

[0095] By including the service information 701 in the prompt 700, the generative model can generate service candidates that take existing services into consideration. As a result, it is possible to prevent the generation of service candidates that are unchanged from existing services or service candidates that are not suitable as services to be provided in business support services.

[0096] By including the attribute information of the service user U in the prompt 700, the generative model can generate service candidates that take into account the attribute information of the service user U. As a result, it is expected that service candidates appropriate for the service user U will be generated.

[0097] The generation unit 150 transmits the prompt to the generation device 30. The generation device 30 inputs the prompt received from the information processing device 10 into the generation model. The generation model executes a predetermined generation task according to the input prompt and outputs a generation result. In this embodiment, the generation result of the generation model may include multiple service candidates. The service candidates may include a tentative name, overview, terms of use, etc. of the service. The generation device 30 transmits the generation result of the generation model to the information processing device 10.

[0098] 11 , in step S12, the generation unit 150 of the information processing device 10 receives the generation result from the generation device 30. The generation unit 150 acquires the service candidates included in the generation result. The generation unit 150 sends the acquired service candidates to the evaluation unit 160.

[0099] The evaluation unit 160 receives the service candidates from the generation unit 150. The evaluation unit 160 generates screen data for displaying an evaluation screen. The evaluation screen is a screen for evaluating the service candidates. The evaluation unit 160 embeds the service candidates in the screen data of the evaluation screen. The evaluation unit 160 transmits the screen data of the evaluation screen to the terminal device 20-1.

[0100] In step S13, the communication control unit 230 of the terminal device 20-1 receives the screen data of the evaluation screen from the information processing device 10. The display control unit 210 of the terminal device 20-1 displays the evaluation screen on the display 506 based on the screen data of the evaluation screen.

[0101] 13 is a diagram showing an example of an evaluation screen according to an embodiment. As shown in FIG. 13, an evaluation screen 620 has a service display section 621, an evaluation selection section 622, an evaluation input section 623, and an evaluation button 624.

[0102] The service display unit 621 displays a list of service candidates. The service display unit 621 displays information about each service candidate. For example, the service display unit 621 may display the tentative name and service overview of each service candidate.

[0103] The evaluation selection section 622 is a screen component for selecting service candidates displayed in the service display section 621. In this embodiment, the evaluation selection section 622 is a screen component for selecting service candidates that user A1 has given high ratings to. The evaluation selection section 622 shown in FIG. 13 is configured with check boxes that allow multiple selections, but may be configured with any screen component as long as the display format allows selection of service candidates. For example, the registration selection section 612 may be configured with radio buttons for single selection.

[0104] The evaluation input section 623 is a screen component for inputting evaluation information about the service candidates. The evaluation input section 623 may be capable of inputting text, audio, images, etc. When user A1 presses the evaluation button 624, an operation to transmit the evaluation results is accepted. The evaluation button 624 may be controlled so as to become pressable when one or more service candidates are input in the evaluation selection section 622 or when evaluation information is input in the evaluation input section 623.

[0105] 13 is configured to select highly rated service candidates, but it may also be configured to set an evaluation ranking for each service candidate. For example, the evaluation selection section 622 may be configured with a screen component such as a combo box with numerical options, and user A1 may set the evaluation ranking for each service candidate by selecting an evaluation ranking in the evaluation selection section 622.

[0106] In step S14, user A1 performs an operation to send the evaluation result on the evaluation screen 620. The operation reception unit 220 of terminal device 20-1 receives the operation to send the evaluation result. The operation reception unit 220 generates the evaluation result in response to the operation by user A1. In this embodiment, the evaluation result is data indicating at least one of the service candidate selected in the evaluation selection unit 622 of the evaluation screen 620 or the evaluation information input in the evaluation input unit 623 of the evaluation screen 620. The communication control unit 230 transmits the evaluation result to the information processing device 10.

[0107] In step S15, the evaluation unit 160 of the information processing device 10 receives the evaluation result from the terminal device 20-1. The evaluation unit 160 sends the service candidates and the evaluation result to the presentation unit 170. The presentation unit 170 receives the service candidates and the evaluation result from the evaluation unit 160.

[0108] The presentation unit 170 generates reference information based on the service candidates and the evaluation results. The reference information is information that serves as a reference for creating a new service. The reference information may include at least one of the service candidates or the evaluation results. The reference information may also include both the service candidates and the evaluation results.

[0109] The presentation unit 170 may generate reference information based on the history information. In this case, the presentation unit 170 reads out the history information from the query storage unit 103. The reference information may include information obtained by processing the history information. The information obtained by processing the history information may include, for example, statistical information on keywords or classification results, or results of clustering the query data.

[0110] The presentation unit 170 generates screen data for displaying a presentation screen. The presentation screen is a screen for presenting reference information. The presentation unit 170 embeds the reference information in the screen data of the presentation screen. The presentation unit 170 transmits the screen data of the presentation screen to the terminal device 20-2.

[0111] In step S16, the display control unit 210 of the terminal device 20-1 receives the screen data of the presentation screen from the information processing device 10. The display control unit 210 displays the presentation screen on the display 506 based on the screen data of the presentation screen.

[0112] 14 is a diagram showing an example of a presentation screen according to an embodiment. As shown in FIG. 14, a presentation screen 630 has a service display section 631, a keyword display section 632, and an inquiry display section 633.

[0113] The service display unit 631 displays a list of service candidates. The service display unit 631 may arrange the service candidates from the top in descending order of the rating by the user A1. The service display unit 631 displays information about each service candidate. For example, the service display unit 631 may display the rating ranking, tentative name, and service overview of each service candidate.

[0114] The keyword display unit 632 displays statistical information of keywords extracted from the inquiry data. The statistical information may be displayed in various graphs such as pie charts, bar graphs, line graphs, etc. The keyword display unit 632 may also display changes in the statistical information of keywords over time.

[0115] The query display unit 633 displays a list of query data. The query display unit 633 may extract and display query data classified into a specific cluster. For example, the query display unit 633 may extract and display query data that includes the keyword selected in the keyword display unit 632.

[0116] User A2 can use the reference information displayed on terminal device 20-2 as a reference when creating a new service. Because the inquiry data reflects what service user U feels is lacking, user A2 can appropriately create a service that is insufficient in existing services. In addition, because the service candidates are generated using a generative model, user A2 can create a novel service that is not bound by preconceived notions. Furthermore, because the evaluation results are the result of evaluating the service candidates from the perspective of service user U, user A2 can create a service that meets the needs of service user U.

[0117] <Modification> In the business support method according to this embodiment, if no service information is extracted in step S8, service candidates generated by the generative model are presented to user A1. Here, if no service information is extracted in step S8, user A1 may be notified that no suitable service is being provided, and user A1 may be allowed to choose whether or not to accept a proposal for a new service candidate. In other words, if user A1 requests a proposal for a new service candidate, the process may proceed to step S11.

[0118] In the business support method according to this embodiment, the service candidates generated in step S12 are presented to user A1. Here, the service candidates generated in step S12 may be presented to user A2, and if user A2 gives permission, the service candidates may be presented to user A1. If user A2 does not give permission, the service candidates may be regenerated based on the generation model.

[0119] <Effects of the embodiment> The information processing device 10 in this embodiment outputs proposal information indicating services to be provided to the service user U based on inquiry data indicating an inquiry from a system administrator U1 belonging to the service user U and attribute information regarding the service user U. By proposing services based on the attribute information of the service user U, it is possible to propose more appropriate services for the service user U. In one aspect, according to this embodiment, it is possible to provide a device capable of proposing appropriate services.

[0120] The attribute information may include information regarding the occupations of members belonging to the service user U. The attribute information may include information regarding the size of the service user U. The attribute information may include information regarding resources available to the service user U. According to this embodiment, it is possible to propose services that are appropriate for the service user U from various perspectives.

[0121] The information processing device 10 may extract service information related to a service based on the inquiry data and the attribute information, and may propose the service based on the extracted service information. If service information cannot be extracted based on both the inquiry data and the attribute information, the information processing device 10 may extract the service information based on the inquiry data. According to this embodiment, service information can be repeatedly extracted while gradually relaxing the extraction conditions until appropriate service information is extracted.

[0122] If service information is not extracted, the information processing device 10 may present information indicating the trend of the inquiry data to the sales representative P1. According to this embodiment, the sales representative P1 can create more appropriate services by referring to the trend of the inquiry data.

[0123] If no service information is extracted, the information processing device 10 may present to the sales representative P1 service candidates generated by inputting the inquiry data into a generative model. The information processing device 10 may also generate service candidates by further inputting at least one of service information and attribute information into the generative model. According to this embodiment, the sales representative P1 can create novel services that are not bound by preconceived notions.

[0124] The information processing device 10 may acquire the evaluation result of the system administrator U1 on the service candidates and present the evaluation result and the service candidates to the sales representative P1. According to this embodiment, the sales representative P1 can create a service that meets the needs of the service user U.

[0125] [supplement] Each function 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 perform 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 perform each of the above-described functions.

[0126] The devices described in the examples are merely illustrative of one of several computing environments for implementing the embodiments disclosed herein. In some embodiments, information processing device 10 or generating device 30 includes multiple computing devices, such as a server cluster, configured to communicate with each other via any type of communication link, including a network, shared memory, etc., and to perform the processes disclosed herein.

[0127] For example, aspects of the present invention are as follows. (Appendix 1) a reception unit that receives inquiry data indicating an inquiry from a user; an acquisition unit that acquires attribute information related to an organization to which the user belongs; a proposal unit that outputs proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; An information processing device comprising: (Appendix 2) The attribute information includes information about the occupations of members belonging to the organization. 2. The information processing device according to claim 1. (Appendix 3) The attribute information includes information about the scale of the organization. 10. The information processing device according to claim 1 or 2. (Appendix 4) the attribute information includes information about resources available to the organization; An information processing device according to any one of Supplementary Note 1 to Supplementary Note 3. (Appendix 5) an extraction unit that extracts service information related to the service based on the inquiry data and the attribute information; the proposal unit outputs the proposal information including the extracted service information. An information processing device according to any one of Supplementary Note 1 to Supplementary Note 4. (Appendix 6) When the service information is not extracted based on both the inquiry data and the attribute information, the extraction unit extracts the service information based on the inquiry data. 6. The information processing device according to claim 5. (Appendix 7) a presentation unit that presents information indicating a trend of the inquiry data to a second user when the service information is not extracted; 7. The information processing device according to claim 5 or 6. (Appendix 8) a generation unit that acquires service candidates generated by inputting the query data into a generation model, a presentation unit that presents the generated service candidates to a second user when the service information is not extracted; An information processing device according to any one of Supplementary Note 5 to Supplementary Note 7. (Appendix 9) the generation unit generates the service candidates by further inputting at least one of the service information and the attribute information into the generation model. 9. The information processing device according to claim 8. (Appendix 10) an evaluation unit that acquires evaluation results of the service candidates by the users; the presentation unit presents the evaluation result and the service candidates to the second user. 10. The information processing device according to claim 8 or 9. (Appendix 11) An information processing system in which a terminal device operated by a user and an information processing device can communicate with each other via a network, The terminal device a communication control unit that transmits inquiry data indicating an inquiry from the user to the information processing device; The information processing device includes: a reception unit that receives the inquiry data; an acquisition unit that acquires attribute information related to an organization to which the user belongs; a proposal unit that outputs proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; An information processing system comprising: (Appendix 12) The information processing device receiving inquiry data indicating an inquiry from a user; acquiring attribute information relating to an organization to which the user belongs; a step of outputting proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; An information processing method that performs the above. (Appendix 13) In the information processing device, receiving inquiry data indicating an inquiry from a user; acquiring attribute information relating to an organization to which the user belongs; a step of outputting proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; A program to execute.

[0128] Although the embodiments of the present invention have been described in detail above, the present invention is not limited to these embodiments, and various modifications and changes are possible within the scope of the gist of the present invention described in the claims. [Explanation of symbols]

[0129] 10: Information processing device 20: Terminal device 30:Generation device 101: User storage unit 102: Service memory unit 103: Query storage unit 110: Reception 120: Acquisition Department 130: Extraction part 140: Proposal Department 150: Generation part 160: Evaluation section 170: Presentation part 210: Display control unit 220: Operation reception section 230: Communication control unit 1000: Information Processing Systems [Prior art documents] [Patent documents]

[0130] [Patent Document 1] Japanese Patent Application Laid-Open No. 2004-192521

Claims

1. a reception unit that receives inquiry data indicating an inquiry from a user; an acquisition unit that acquires attribute information related to an organization to which the user belongs; a proposal unit that outputs proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; An information processing device comprising:

2. The attribute information includes information about the occupations of members belonging to the organization. The information processing device according to claim 1 .

3. The attribute information includes information about the scale of the organization. The information processing device according to claim 1 .

4. the attribute information includes information about resources available to the organization; The information processing device according to claim 1 .

5. an extraction unit that extracts service information related to the service based on the inquiry data and the attribute information; the proposal unit outputs the proposal information including the extracted service information.

5. The information processing device according to claim 1.

6. When the service information is not extracted based on both the inquiry data and the attribute information, the extraction unit extracts the service information based on the inquiry data. The information processing device according to claim 5 .

7. a presentation unit that presents information indicating a trend of the inquiry data to a second user when the service information is not extracted; The information processing device according to claim 5 .

8. a generation unit that acquires service candidates generated by inputting the query data into a generation model, a presentation unit that presents the generated service candidates to a second user when the service information is not extracted; The information processing device according to claim 5 .

9. the generation unit generates the service candidates by further inputting at least one of the service information and the attribute information into the generation model. The information processing device according to claim 8 .

10. an evaluation unit that acquires evaluation results of the service candidates by the users; the presentation unit presents the evaluation result and the service candidates to the second user. The information processing device according to claim 8 .

11. An information processing system in which a terminal device operated by a user and an information processing device can communicate with each other via a network, The terminal device a communication control unit that transmits inquiry data indicating an inquiry from the user to the information processing device; The information processing device includes: a reception unit that receives the inquiry data; an acquisition unit that acquires attribute information related to an organization to which the user belongs; a proposal unit that outputs proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; An information processing system comprising:

12. The information processing device receiving inquiry data indicating an inquiry from a user; acquiring attribute information relating to an organization to which the user belongs; a step of outputting proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; An information processing method that performs the above.

13. In the information processing device, receiving inquiry data indicating an inquiry from a user; acquiring attribute information relating to an organization to which the user belongs; a step of outputting proposal information indicating services to be provided to the organization based on the inquiry data and the attribute information; A program to execute.

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