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

Abstract

To properly support inputting detail information for extraction items or input items, thereby exerting full supporting functions related to customer management.SOLUTION: An information processing apparatus performs information processing regarding an input item which is an information item on customer management managed in a customer relationship management system, and an extraction item which is an information item displayed on a customer information management screen that is provided by a system different from the customer relationship management system. The information processing apparatus includes: a derivation control unit which controls execution of detail information derivation processing to derive text information corresponding to detail information of the extraction item or the input item, based on sound recorded text data obtained by turning sound recorded data of business negotiations with a customer into text, and text information of the input item; and a presentation processing unit which performs processing to present, to a user, the text information derived by the detail information derivation processing, as information corresponding to the detail information of the extraction item or the input item.SELECTED DRAWING: Figure 8

Description

[Technical Field]

[0001] The present technology relates to an information processing device, a method thereof, a program, and a recording medium, and more particularly to the technical field of information processing for supporting sales activities. [Background technology]

[0002] In the sales activities of companies, etc., customer relationship information is managed using a CRM (Customer Relationship Management) system. For example, matters that need to be elicited during business negotiations with customers are entered into the customer relationship information management screen of the CRM system and shared within the sales team.

[0003] In addition, technologies to support sales activities include, as described in Patent Document 1 below, converting the speech of each person during a business negotiation into text based on recorded data of the business negotiation, and creating a summary of the content of the business negotiation based on the converted speech data.

[0004] Here, on the customer relationship information management screen by CRM, there are a plurality of input items relating to customer relationship information, such as the type of business of the customer, the target of sales, the number of employees, and the like.

[0005] Furthermore, in sales activities, minutes of business negotiations are often prepared, and sales representatives may use a system that supports the preparation of such minutes, separate from the CRM system. In this customer information management screen provided by a separate system, there are multiple fields for entering customer-related information, just like the customer relationship information management screen by CRM described above. Hereinafter, the fields for entering customer-related information on this customer information management screen provided by a system separate from the CRM system will be referred to as "extracted fields."

[0006] The following Patent Document 2 can also be cited as a related prior art. Patent Document 2 discloses a technology for storing call data relating to calls with customers stored in a CRM system in association with the customers. [Prior art documents] [Patent documents]

[0007] [Patent Document 1] Patent No. 7223469 [Patent Document 2] Patent No. 7168262 Summary of the Invention [Problem to be solved by the invention]

[0008] Here, on the customer relationship information management screen provided by the CRM system or the customer information management screen provided by the other system, detailed information is required for input and extraction items. For example, for the "Industry" field, a specific industry name such as "Life Insurance" or "Property Insurance" is required.

[0009] However, since there are multiple input and extraction items, it is time-consuming to enter detailed information into each item. As a result, in actual practice, detailed information is often not entered into the input and extraction items, which means that the system is unable to fully utilize its support functions for customer management.

[0010] This technology was developed in consideration of the above circumstances, and aims to fully utilize the support functions related to customer management by appropriately supporting the input of detailed information for extraction items and input items. [Means for solving the problem]

[0011] The information processing device of the present technology is an information processing device that processes information regarding input items, which are information items for customer management managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, and is equipped with a derivation control unit that controls the execution of a detailed information derivation process that derives text information corresponding to detailed information of the extracted items or the input items based on recorded text data obtained by converting recorded data of business negotiations with customers into text and the text information of the input items, and a presentation processing unit that performs processing to present the text information derived by the detailed information derivation process to a user as information corresponding to detailed information of the extracted items or the input items. This allows a user such as a salesperson to record a business meeting with a customer and receive information corresponding to detailed information on extracted items and input items. [Effects of the Invention]

[0012] According to the present technology, it is possible to appropriately support the input of detailed information for extraction items and input items, and it is possible to fully utilize the support function for customer management. [Brief explanation of the drawings]

[0013] [Figure 1] 1 is a block diagram illustrating an example of the configuration of a minutes-taking support system according to an embodiment. [Figure 2] 1 is a perspective view showing an example of a schematic external appearance of a sound collection device configured as a smartphone. [Figure 3] FIG. 10 is a diagram illustrating an example of placement of a sound pickup device when recording an interview. [Figure 4] FIG. 10 is a diagram showing an example of a screen display of a sound collection device when recording an interview. [Figure 5] 1 is a block diagram illustrating an example of a hardware configuration of a sound collection device according to an embodiment. [Figure 6] FIG. 1 is a block diagram illustrating an example of a hardware configuration of an information processing apparatus according to a first embodiment. [Figure 7]FIG. 2 is a block diagram illustrating an example of the hardware configuration of a minutes management server according to an embodiment. [Figure 8] FIG. 2 is a functional block diagram for explaining functions of the information processing apparatus according to the first embodiment. [Figure 9] FIG. 10 is a diagram showing an example of a CRM side screen in the first embodiment. [Figure 10] FIG. 10 is a diagram illustrating an example of a customer information management screen according to an embodiment. [Figure 11] FIG. 10 is an explanatory diagram of correspondence relationship information. [Figure 12] FIG. 10 is a diagram illustrating an example of a customer information management screen on which a summary sentence for each extracted item is displayed. [Figure 13] FIG. 10 is a diagram showing examples of extracted items and corresponding abstracts. [Figure 14] FIG. 10 is an explanatory diagram of an example of playback of an audio portion corresponding to a summary sentence. [Figure 15] FIG. 11 is a diagram showing an example of a CRM side screen in the second embodiment. [Figure 16] FIG. 10 is a diagram showing an example of option information. [Figure 17] FIG. 10 is a block diagram illustrating an example of a hardware configuration of an information processing apparatus according to a second embodiment. [Figure 18] FIG. 10 is a functional block diagram for explaining functions of an information processing device according to a second embodiment. [Figure 19] FIG. 10 is an explanatory diagram of an example of presentation of derived option information. [Figure 20] 10 is a flowchart illustrating an example of a specific processing procedure to be executed to realize a support method according to a second embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0014] Hereinafter, embodiments of the present technology will be described in the following order. <1. First embodiment> (1-1. System configuration example) (1-2. Configuration examples of each device) (1-3. Support Method as First Embodiment) (1-4. Modification of the first embodiment) 2. Second Embodiment <3. Modifications> <4. Summary of the embodiment>

[0015] <1. First embodiment> (1-1. System configuration example) FIG. 1 is a block diagram showing an example of the configuration of a minutes-taking support system 100 including an information processing device according to a first embodiment of the present technology. As shown in the figure, the minutes support system 100 includes a voice management server 1, a sound collection device 20, and a minutes management server 50.

[0016] The sound collection device 20 is equipped with a plurality of microphones arranged at different positions on the device body and a display unit for displaying information, one of the plurality of microphones being a microphone on the other side for collecting the speech of the other party during the interview, and the other being a microphone on the own side for collecting the speech of the own party during the interview. In this example, the sound collection device 20 is configured as a smartphone, and the minutes support system 100 of this example employs a configuration in which the smartphone is used as a sound collection device for recording the interview.

[0017] Figure 2 is an oblique view showing an example of the general appearance of a sound collection device 20 configured as a smartphone, where Figure 2A is an oblique view of the sound collection device 20 seen from the front side, and Figure 2B is an oblique view of the sound collection device 20 seen from the back (rear) side. Here, the "front" of the sound collection device 20 means the side on which the display surface of the display unit is located. 2A, the display screen of the display unit 27 is disposed on the front side of the sound collection device 20, and a call speaker 28a is disposed above the display screen. A first microphone (microphone) 33a used for NC (noise canceling) is disposed near the call speaker 28a. Further, a second microphone 34a used for collecting sound during a call is disposed below the sound collection device 20, specifically, in this example, on the underside of the sound collection device 20. In this example, two microphones are disposed as the second microphone 34a disposed below the sound collection device 20 to enable stereo sound collection. Here, with regard to the sound collection device 20 configured as a smartphone, the upper and lower parts are concepts in which the side on which the call speaker 28a is arranged is the upper side when the sound collection device is viewed from the front.

[0018] 2B, a camera unit 36 ​​is disposed at one of the left and right ends of the upper part on the back side of the sound collection device 20. The camera unit 36 ​​disposed on the back side allows the user to capture an image of a subject while checking the captured image displayed on the display unit 27. In the sound collection device 20 of this example, a first microphone 33b used for NC is also arranged near the camera unit .

[0019] As can be understood from the above explanation, the sound collection device 20 of this example is provided with first microphones 33a, 33b for NC located on the top of the device body, and second microphones 34a, 34b capable of collecting stereo sound located on the bottom of the device body. In this example, at least one of the first microphones 33a, 33b located at the top is defined as the above-mentioned local microphone, and the second microphones 34a, 34b located at the bottom are defined as the above-mentioned remote microphone. In this example, the first microphone 33a is defined as the local microphone.

[0020] Here, the second microphones 34a and 34b can be said to be microphones with higher performance than the first microphone 33a (or the first microphone 33b) because they are capable of collecting stereo sound.

[0021] In this example, it is assumed that directional microphones are used as the first microphones 33a and 33b and the second microphones 34a and 34b.

[0022] FIG. 3 is a diagram for explaining an example of placement of the sound collection device 20 when recording an interview. In this embodiment, an example of an "interview" is a "business negotiation" between a sales representative Hs and a customer Hc. The sales representative Hs is a person who participates in business negotiations, engages in sales activities, and also prepares minutes of the business negotiations. The sales representative Hs can be considered the host in a business meeting, while the customer Hc can be considered the guest in the meeting. The business negotiation here is premised on a face-to-face format where the sales representative Hs and the customer Hc actually meet face to face.

[0023] In many cases, business negotiations are conducted in a room such as a conference room, with the sales representative Hs seated on one side of a table or desk and the customer Hc seated on the other side. Here, the number of participants in the business negotiation is assumed to be multiple sales representatives Hs and multiple customers Hc (specifically, two of each is used as an example), but it is sufficient for the business negotiation to be conducted with the participation of at least one sales representative Hs and one customer Hc.

[0024] In this case, the sound collection device 20 is a smartphone used by the sales representative Hs. When recording a business negotiation, the sales representative Hs places the sound collection device 20 on a support surface such as the top surface of a table as shown in the figure. As described above, in this example, the second microphones 34a and 34b are defined as the other party's microphones, so when the sound collection device 20 is placed on the support surface for recording, the second microphones 34a and 34b should be directed toward the customer Hc as the other party.

[0025] For this reason, the sound collection device 20 in this example has a function of displaying direction guidance information Id on the display unit 27, which guides the direction in which the other party's microphone (in this example, the second microphones 34a, 34b) can be pointed toward the other party when recording an interview.

[0026] FIG. 4 is a diagram showing an example of how the direction guidance information Id is displayed. As the direction guidance information Id, the display screen of the display unit 27 is configured to display information indicating the side on which at least the microphones on the other side (second microphones 34a, 34b) are located. 4A shows an example in which, as the direction guidance information Id, not only information indicating the side on which the other-side microphone is located (hereinafter referred to as "other-side microphone presentation information") but also information indicating the side on which the own-side microphone (in this example, first microphone 33a) is located (hereinafter referred to as "own-side microphone presentation information") is displayed. Specifically, in FIG. 4A, the other-side microphone presentation information is displayed in an area on the display screen that is closer to the position of second microphones 34a and 34b than the position of first microphone 33a, and the own-side microphone presentation information is displayed in an area on the display screen that is closer to the position of first microphone 33a than the positions of second microphones 34a and 34b, and further, the other-side microphone presentation information includes the characters "other side" and the own-side microphone presentation information includes the characters "own side."

[0027] Here, when both the remote microphone information and the self microphone information are displayed as shown in FIG. 4A, the remote microphone information can be displayed more emphasized than the self microphone information. Various examples of the emphasis can be considered. Examples include emphasis by color, emphasis by display size such as font size, emphasis by adding a specific figure or pattern, etc.

[0028] 4B shows an example in which only the other party's microphone presentation information is displayed as the direction guidance information Id. Specifically, FIG. 4B shows an example in which the other party's microphone presentation information is displayed with the characters "other party" and an arrow indicating the side where the other party's microphone is located (in other words, an arrow indicating the direction to face the other party).

[0029] Although the above example shows only the information presented by the microphone on the other side being displayed as the direction guidance information Id, it is also possible to display only the information presented by the microphone on the own side as the direction guidance information Id. By directing the local microphone toward the user in accordance with the local microphone presentation information, the other user's microphone is correctly directed toward the other user, and therefore the correct placement orientation of the sound collection device 20 can be guided by displaying the local microphone presentation information.

[0030] For confirmation, in the sound collection device 20, the positional relationship of the first microphone 33a and the second microphones 34a and 34b with respect to the display screen of the display unit 27 remains unchanged, so the display process of the direction guidance information Id can be realized as a process of displaying a predetermined image on the display unit 27. The direction guidance information Id may be displayed, for example, in response to the start of an application for recording a business negotiation (a business negotiation management application, which will be described later).

[0031] In FIG. 1, the voice management server 1 and the minutes management server 50 are configured as computer devices equipped with a microcomputer having a CPU (Central Processing Unit), ROM (Read Only Memory), and RAM (Random Access Memory). The sound collection device 20 is capable of performing data communication between the voice management server 1 and the minutes management server 50 via a network NT, which is a predetermined communication network such as the Internet. Furthermore, the voice management server 1 and the minutes management server 50 are also capable of mutual data communication via the network NT.

[0032] The minutes-taking support system 100 of the embodiment has a function of analyzing the contents of a business negotiation based on audio recording data of the business negotiation, and a function of presenting text data showing the results of the analysis (hereinafter referred to as "analysis result text data") to a user on a screen. The user can use the analysis result text data presented on the screen to create minutes of the business negotiation.

[0033] As can be understood from the above description, the sound collection device 20 has a function of recording business negotiations. Specifically, the sound collection device 20 records the sound signals collected by the first microphone 33a and the second microphones 34a and 34b, thereby recording the business negotiations. The recorded data of the business negotiation is transmitted to the voice management server 1 via the network NT, and is stored (accumulated) in the voice management server 1.

[0034] In this embodiment, the function of recording business negotiations is realized by a "business negotiation management application." In this embodiment, the business negotiation management application is assumed to be a software program stored on the voice management server 1 and provided as a service in the form of a so-called SaaS (Software as a Service) format. In this case, various processes of the sound collection device 20 related to recording, such as recording the picked-up signal by the first microphone 33a and the second microphones 34a and 34b, transmitting the recorded data to the sound management server 1, and displaying the aforementioned direction guidance information Id, are performed by the sound collection device 20 under control from the sound management server 1.

[0035] The voice management server 1 has a function of converting the recorded data of the business negotiation into text, i.e., a function of generating text data by converting (transcribed or written down) the spoken portion of the recorded data of the business negotiation, and an analysis function of performing an analysis process related to the content of the business negotiation based on the text data obtained by the text conversion function (hereinafter referred to as "recorded text data"). Specifically, the analysis function in this embodiment includes a function of performing a summary creation process, which is a process of creating a summary of the business negotiation.

[0036] In the minutes support system 100, text data indicating the analysis results obtained by the analysis function of the voice management server 1 as described above (hereinafter referred to as "analysis result text data") is displayed on a screen to the sales representative Hs as a user. Specifically, the analysis result text data indicating the analysis results as a summary sentence or the like created by the summary creation process as described above is displayed on a screen and presented to the user. In this example, the screen display of such analysis result text data is performed on the display unit 27 of the sound collection device 20.

[0037] The user can efficiently create minutes of a business meeting using the text data of the analysis results of the business negotiations presented as described above. For example, if minutes of a business meeting that include a summary sentence as a constituent sentence are automatically generated, the user does not need to input text when creating minutes of a business meeting, which improves the efficiency of creating minutes of a business meeting.

[0038] In this embodiment, the voice management server 1 and the minutes management server 50 are managed by different companies. The minutes management server 50 is managed by a CRM (Customer Relationship Management) company, and the voice management server 1 is managed by a company different from the CRM company.

[0039] Here, the CRM company releases a CRM application (hereinafter referred to as "CRM application"), and in the minutes support system 100 of this embodiment, the sales representative Hs, who is the user of the sound collection device 20, is able to use the CRM application. Specifically, in this example, the CRM application is installed in the sound collection device 20, and the sales representative Hs is able to use various functions provided by the CRM application. In addition, the SaaS model mentioned above can also be adopted for CRM applications.

[0040] (1-2. Configuration examples of each device) An example of the configuration of each device constituting the minutes-taking support system 100 according to the first embodiment will be described with reference to FIGS.

[0041] FIG. 5 is a block diagram showing an example of the hardware configuration of the sound collection device 20. As shown in FIG. 5, the sound collection device 20 includes a CPU 21, a ROM 22, and a RAM 23. The CPU 21 functions as an arithmetic processing unit that performs various processes, and executes the various processes in accordance with a program stored in the ROM 22 or a program loaded from the storage unit 29 into the RAM 23. The RAM 23 also stores data and the like required for the CPU 21 to execute the various processes.

[0042] The CPU 21, ROM 22, and RAM 23 are connected to one another via a bus 24. An input / output interface (I / F) 25 is also connected to this bus 24.

[0043] The input / output interface 25 is connected to an input unit 26 that includes an operator and an operating device. For example, various types of operators and operation devices such as a keyboard, a mouse, keys, a dial, a touch panel, a touch pad, a remote controller, etc. are assumed as the input unit 26. In this example, the touch panel in the input unit 26 is formed on the display screen of the display unit 27, and the user can perform touch operations on the display screen. The input unit 26 detects a user operation, and the CPU 21 interprets a signal corresponding to the input operation.

[0044] Furthermore, the input / output interface 25 is connected integrally or separately to a display unit 27 made up of an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) panel, etc., and an audio output unit 28 made up of a speaker, etc. The display unit 27 is used to display various types of information, and is configured as a display device provided on the housing of the sound collection device 20, for example.

[0045] The display unit 27 displays images for various image processing, moving images to be processed, etc. on the display screen based on instructions from the CPU 21. Furthermore, the display unit 27 displays various operation menus, icons, messages, etc., that is, GUI (Graphical User Interface), based on instructions from the CPU 21.

[0046] The input / output interface 25 may also be connected to a storage unit 29 and a communication unit 30 . The storage unit 29 is configured with a hard disk drive (HDD) or a solid state drive (SSD), and stores various types of information.

[0047] The communication unit 30 performs communication processing via a transmission path such as the Internet, downloads applications, and performs communication with various devices via wired / wireless communication, bus communication, and the like.

[0048] A drive 32 is also connected to the input / output interface 5 as required, and a removable recording medium 31 such as a memory card or optical disk is appropriately attached thereto.

[0049] The drive 32 allows data files such as programs used in various processes to be read from the removable recording medium 31. The read data files are stored in the storage unit 29, and images and sounds contained in the data files are output on the display unit 27 and the audio output unit 28. Furthermore, the computer programs and the like read from the removable recording medium 31 are installed in the storage unit 29 as needed.

[0050] Furthermore, the input / output interface 25 is connected to a first sound collection unit 33 and a second sound collection unit 34 . The first sound collection unit 33 is a comprehensive representation of the sound collection unit for NC, including the first microphones 33a and 33b mentioned above, and is configured to have at least the first microphones 33a and 33b, an amplifier unit that amplifies the collected sound signals, and an A / D conversion unit that A / D converts the amplified collected sound signals. The second sound collection unit 34 is a comprehensive reference to a stereo sound collection unit including the second microphones 34a and 34b described above, and is configured to have at least the second microphones 34a and 34b, an amplifier unit that amplifies the collected sound signals, and an A / D conversion unit that A / D converts the amplified collected sound signals. The audio signals collected by the first audio collection unit 33 and the second audio collection unit 34 are at least temporarily recorded in a storage device such as the storage unit 29, thereby recording the interview.

[0051] A sensor unit 35 is also connected to the input / output interface 25. The sensor unit 35 collectively indicates sensors provided in the sound collection device 20 serving as a smartphone, and the image sensor provided in the camera unit 36 ​​described above is included in this sensor unit 35. The sensor unit 35 also includes an IMU (Inertial Measurement Unit) equipped with an acceleration sensor, an angular velocity sensor, a direction sensor, etc.

[0052] FIG. 6 is a block diagram showing an example of the hardware configuration of the voice management server 1. As shown in FIG. As shown in FIG. 6, the voice management server 1 includes a CPU 1a, a ROM 2, a RAM 3, a bus 4, an analysis unit 1b, an input / output interface 5, an input unit 6, a display unit 7, a voice output unit 8, a memory unit 9, a communication unit 10, and a drive 12. Here, the CPU 1a, ROM 2, RAM 3, bus 4, input / output interface 5, input unit 6, display unit 7, audio output unit 8, storage unit 9, communication unit 10, and drive 12 are similar to the CPU 21, ROM 22, RAM 23, bus 24, input / output interface 25, input unit 26, display unit 27, audio output unit 28, storage unit 29, communication unit 30, and drive 32 in the sound collection device 20, and therefore redundant explanations will be avoided. Similar to the removable recording medium 31 described above, a removable recording medium 11 such as a memory card or optical disk is appropriately attached to the drive 12.

[0053] In the voice management server 1, the analysis unit 1b is connected to the bus 4. The analysis unit 1b performs various analytical processes relating to the contents of the interview based on the recorded interview data. Specifically, in this example, the analysis unit 1b performs at least the summary creation process described above. The analysis unit 1b may perform the analysis using an AI (Artificial Intelligence) model. In this case, the analysis unit 1b may include, for example, a GPU (Graphics Processing Unit), an FPGA (Field-Programmable Gate Array), a DSP (Digital Signal Processor), an ASIC (Application Specific Integrated Circuit), or the like for executing the AI ​​processing. Alternatively, the analysis process may be performed as a rule-based process rather than an AI process, and in that case, the analysis unit 1b includes a CPU for performing the analysis process using the rule-based process. When the analysis process is performed by rule-based processing, the analysis process may be executed by the CPU 1a.

[0054] The CPU 1a performs processing operations based on various programs stored in the memory unit 9, ROM 2, etc., thereby executing the information processing and communication processing necessary to realize the processing of the voice management server 1 as an embodiment described below.

[0055] The voice management server 1 is not limited to being configured as a single computer device as shown in Fig. 6, but may be configured as a system of multiple computer devices. The multiple computer devices may be systemized using a LAN (Local Area Network) or the like, or may be located in a remote location using a VPN (Virtual Private Network) using the Internet or the like. The multiple computer devices may include computer devices as a server group (cloud) available through a cloud computing service.

[0056] FIG. 7 is a block diagram showing an example of the hardware configuration of the minutes management server 50. As shown in FIG. In the following description, parts that are the same as parts that have already been described will be given the same reference numerals and description thereof will be omitted.

[0057] The difference from the voice management server 1 shown in FIG. 6 is that the voice management server 1 does not include the analysis unit 1b. Hereinafter, for the sake of convenience, the CPU 1a included in the minutes management server 50 will be referred to as "CPU 50a."

[0058] The minutes management server 50 is not limited to being configured as a single computer device as shown in Fig. 7, but may be configured as a system of multiple computers. In this case, the multiple computers may be configured as a system using a LAN or the like, or may be located in a remote location using a VPN or the like over the Internet or the like. The multiple computers may include computers as a server group (cloud) available through a cloud computing service.

[0059] (1-3. Support Method as First Embodiment) FIG. 8 is a functional block diagram for explaining the functions of the CPU 1a in the voice management server 1 as an embodiment. As shown in the figure, the CPU 1a has functions as a derivation control unit F1, a presentation processing unit F2, and an association processing unit F3.

[0060] The derivation control unit F1 is a functional unit that processes information about input items, which are information items for customer management managed in the CRM system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system. Specifically, the derivation control unit F1 controls the execution of the following detailed information derivation process. That is, the detailed information derivation process here refers to the process of deriving text information corresponding to the extracted items or detailed information of the input items based on the aforementioned audio-to-text data and the text information of the input items.

[0061] The presentation processing unit F2 performs processing to present the text information derived by the detailed information derivation processing to the user as information corresponding to detailed information of the extracted item or input item.

[0062] The extracted items and input items will be explained below. FIG. 9 shows an example of a CRM screen displayed by the CRM application described above. The CRM screen displays the information for the above input items, i.e., the information items for customer management managed in the CRM system. The figure shows an example in which four input items, A to D, are displayed as input items. The information to be input is to be information on items required for advantageously advancing sales activities. For example, information on topics that should be elicited from customers in sales activities can be listed as information on "challenges the customer faces in their business," "inconveniences," "dissatisfaction with products currently in use," etc. On the CRM screen of the first embodiment, the information for the input items is information that is preset for each customer. For example, the information for the input items on the CRM screen of the first embodiment can include the customer's "industry," "number of employees," and "business issues." Information on input items that are preset for each customer is stored and managed in the CRM system.

[0063] FIG. 10 is a diagram showing an example of the minutes creation screen. The minutes creation screen is a screen displayed by the business negotiation management application described above, and allows users to input information on extracted items to be used for creating summaries. This minutes creation screen also functions as a customer information management screen provided by a system (a system separate from the CRM system) managed by the operator of the voice management server 1.

[0064] The minutes creation screen provides a box for inputting detailed information for each extracted item. A user, such as sales representative Hs, can enter detailed information by entering text into this box. The minutes creation screen also has a summary button B1 and an upload button B2, which will be explained later.

[0065] The derivation control unit F1 shown in Figure 8 controls the execution of a detailed information derivation process that derives text information corresponding to detailed information for either an input item on the CRM side screen or an extracted item on the minutes creation screen based on the recorded text data and the text information of the input item.

[0066] Specifically, the derivation control unit F1 in the first embodiment controls the execution of a detailed information derivation process to derive text information corresponding to detailed information of an extracted item on the minutes creation screen.

[0067] In the first embodiment, the presentation processing unit F2 performs processing to present the text information derived by the detailed information derivation processing to the user as information corresponding to detailed information of the extracted item.

[0068] Here, in the first embodiment, collaboration between applications is realized in such a way that when information is entered into an input field for a certain customer on the CRM side screen, the information of the entered input field is automatically reflected in the extracted item column for that customer on the minutes creation screen. For this purpose, the above-mentioned association processing unit F3 is provided.

[0069] The association processing unit F3 performs association processing to associate text information of input items managed in the CRM system as title information of extracted items.

[0070] In this embodiment, the CRM system notifies the voice management server 1 of the customer's identification information and the information on the input items of the customer.

[0071] In response to notification of the customer identification information and the information of the input items, the association processing unit F3 performs processing to store the association information as shown in FIG. 11 in a predetermined storage device such as the storage unit 9. As shown in the figure, the correspondence information is information that indicates the correspondence between the identification information of the extracted item and the title information of the extracted item, and when the correspondence processing unit F3 is notified of the customer identification information and the input item information from the CRM system as described above, it generates information that corresponds the notified input item information to the extraction item identification information as correspondence information for the relevant customer, and stores this information in a specified storage device such as the memory unit 9.

[0072] In the example of FIG. 11, there is shown a case where there are four pieces of input item information on the CRM screen, and as the correspondence information, information on the notified input items is associated with extracted items 1, 2, 3, and 4, respectively.

[0073] By performing the above-described association process, when the minutes-of-meeting screen for a certain customer is displayed in the business negotiation management app, the minutes-of-meeting screen can be displayed with the title information of the extracted items already reflected, as shown in Fig. 10. In other words, it is possible to eliminate the need for the sales representative Hs or the like to input the title information of the extracted items on the minutes-of-meeting screen, thereby simplifying the input on the minutes-of-meeting screen and reducing the workload of the sales representative Hs or the like.

[0074] In the first embodiment, the derivation control unit F1 executes a process of creating a summary sentence for the speech part of the topic corresponding to the title information of the extracted item as a detailed information derivation process, under the assumption that the matching process is performed by the matching processing unit F3 as described above. In this case, the presentation processing unit F2 performs processing to present the summary to the user as information corresponding to the detailed information of the extracted item.

[0075] Specifically, the derivation control unit F1 controls the creation of a summary of the speech portion of the topic corresponding to the extracted item in response to the operation of the Summary button B1 on the minutes creation screen (see FIG. 10). Specifically, the derivation control unit F1 causes the above-mentioned analysis unit 1b to create a summary of the speech portion of the topic corresponding to the extracted item. For example, in this case, the creation of a summary can be achieved by identifying, for each extracted item, the text section in which the topic corresponding to that item is spoken based on the recorded text data, and creating a summary for each of those text sections. Alternatively, a method may be adopted in which summary sentences are created for a predetermined period of time, such as every five minutes, and then the content of the summary sentences is searched for summary sentences that correspond to each extracted item, thereby obtaining a summary sentence for each extracted item; the specific method is not particularly limited.

[0076] It is possible that a summary of the utterance is not necessary to express the topic corresponding to the extracted item, for example, when the extracted item is "Number of employees" and the corresponding utterance is "There are XX people." In such cases, the detailed information derivation process may specify the text of the corresponding utterance itself as the text to be displayed in the summary display area.

[0077] FIG. 12 shows an example of the minutes creation screen on which a summary for each extracted item is displayed. For reference, FIG. 13 shows examples of extracted items and their corresponding summaries.

[0078] In this example, the minutes creation screen allows the user to edit the displayed summary. This makes it possible to make desired corrections to the created summary, such as correcting any unnatural parts in the created summary.

[0079] When the upload button B2 is operated on the minutes creation screen, the CPU 1a performs a process of uploading the item information of the extracted items displayed on the minutes creation screen and the corresponding summary text to the minutes management server 50 as minutes of the business negotiation. As a result, the minutes management server 50 stores the created minutes data as minutes data (see FIG. 1).

[0080] In this example, the minutes data stored in the minutes management server 50 can be viewed by users such as sales representative Hs using a CRM application.

[0081] In the above example, minutes including summaries created under the control of the derivation control unit F1 are created and uploaded to the minutes management server 50, but uploading the minutes is not essential. For example, it is also possible to display the created summaries on the CRM screen by fitting them to the corresponding input items. In this case, the summaries fitted to each input item may be recorded automatically or in response to an operation on the CRM system side.

[0082] (1-4. Modification of the first embodiment) Here, in the above, we have given an example of creating a summary of the extracted items in response to the operation of the Summary button B1, but it is also possible to start creating a summary of the extracted items at a predetermined timing without user operation, such as when the recording has ended and the text has been converted.

[0083] It is also possible to create a summary that focuses only on the statements made by the customer Hc. Specifically, in this case, the summary would be created based only on the text data of the recording made by the microphone on the other side.

[0084] It is also assumed that multiple business negotiations will be held for the same customer Hc. In this case, a summary for each extracted item will be created for each business negotiation. When another business negotiation is held and a new summary is created, there are two possible ways to create a summary on the minutes creation screen: either appending the new summary to the existing summary or overwriting it. Therefore, it is conceivable that the user can specify whether to append or overwrite the existing summary when a new summary is created.

[0085] Furthermore, it is possible that no speech is made on a topic corresponding to an extracted item during a business meeting. In this case, if no speech is made on a topic corresponding to an extracted item, the minutes creation screen may display information indicating that no speech was made in the summary display area corresponding to the extracted item. For example, as shown in FIG. 13, a message indicating "no speech" may be displayed.

[0086] In this case, if "No comment" occurs repeatedly in multiple negotiations, it may be possible to exclude the corresponding extracted item from the items to be summarized. .

[0087] Here, depending on the extracted items, it is expected that no comments will be made in the second or subsequent business negotiations. For example, for items such as address and company size, questions and answers from the sales representative Hs will be asked for new customers, and comments will be made, but no comments will be made for existing customers (second or subsequent business negotiations). Therefore, rather than carrying over the information of all input items as information of extracted items, it is possible to prevent certain input items from being carried over to extracted items for business negotiations that meet certain conditions, such as the second or subsequent business negotiations.

[0088] Furthermore, on a screen that displays a summary corresponding to an extracted item, such as a minutes creation screen, it is also possible to provide an audio playback button B3 as shown in FIG. The audio playback button B3 is a button associated with a link to the part of the recording data of the business negotiation where the utterance corresponding to the summary sentence is made, and it is considered that it is provided for each summary sentence as shown in the figure. When the audio playback button B3 is operated, the CPU 1a performs processing to play back the audio data indicated by the link information associated with the operated audio playback button B3. In this case, there are two possible types of link information. For example, if the recorded data of a business negotiation is stored as a single audio file, the link information is generated as information indicating section information of the corresponding speech portion in the audio file (for example, information on the playback start position and the playback time from that point). Alternatively, if the recorded data of a business negotiation is divided into audio files for predetermined units, such as for a predetermined time, and the storage destinations of these audio files are managed by URI (Uniform Resource Identifier), the link information can be generated as information indicating the URI of the audio file corresponding to the corresponding speech portion.

[0089] In the above example, the business negotiation management application is assumed to be a SaaS application, and therefore the CPU 1a of the voice management server 1 executes the processes of the derivation control unit F1, the presentation processing unit F2, and the association processing unit F3. However, the business negotiation management application may also be installed in the sound collection device 20 (the display device of the minutes creation screen). That is, the CPU 21 of the sound collection device 20 executes the processes of the derivation control unit F1, the presentation processing unit F2, and the association processing unit F3.

[0090] 2. Second Embodiment In the first embodiment, an example is given in which, as a detailed information derivation process, text information corresponding to detailed information of an "extracted item" is derived based on information of an input item, and as a detailed information presentation process, the text information derived by the detailed information derivation process is presented to the user as information corresponding to detailed information of an "extracted item." In contrast, the second embodiment performs a detailed information derivation process in which text information corresponding to the detailed information of the "input extraction" is derived based on the information of the input item, and a detailed information presentation process in which the text information derived by the detailed information derivation process is presented to the user as information corresponding to the detailed information of the "input item."

[0091] A specific example will be described below. FIG. 15 is a diagram showing an example of a CRM side screen in the second embodiment. In the second embodiment, the CRM system is capable of managing the title information of the input item and detailed information for the title information as information for the input item, and as shown in the figure, the CRM side screen in the second embodiment is a screen provided with an input box bi for entering detailed information for each title information of the input item. As shown in the figure, examples of title information for input items include "industry type," "sales target," "number of employees," and "distribution control flag." "Industry type" refers to the type of business that the customer company is engaged in. "Sales target" refers to the target to which the customer company sells products or services. "Distribution control flag" is information that indicates whether sales information can be distributed to the customer (for example, by email, etc.).

[0092] In this example, the detailed information of the input item is option-type information selected from multiple option information. Therefore, on the CRM side screen of this embodiment, each input box bi is a box that displays a list of option information candidates in a pull-down format, as exemplified in Figures 16A to 16D, and the user can input detailed information (selective input) by performing an operation to specify one of the option information candidates displayed. Just to be clear, in the "Sales Target" section, "toB" means businesses, "toC" means consumers, and "toB&toC" means businesses and consumers.

[0093] Although an example of displaying a list of detailed information candidates has been given here, this is merely one example, and the form in which all candidates are displayed so as to be selectable is not limited to the form of a list display, for example, the displayed candidates may be switched in response to a slide operation.

[0094] As described above, on the CRM side screen in the second embodiment, the user can construct information for customer relationship management by selecting and inputting the option information for the relevant detailed information for each title of the input item. However, because there are many input fields on the CRM screen, it is time-consuming to enter detailed information into each field. As a result, in actual practice, detailed information is often not entered into the input fields, which means that the system is unable to fully utilize its support functions for customer management.

[0095] Therefore, in the second embodiment, as a detailed information derivation process, a process is performed to derive text information corresponding to the detailed information of the input item based on the recorded text data and the title information of the input item, and as a detailed information presentation process, a process is performed to present the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of the input item.

[0096] FIG. 17 is a block diagram showing an example of the hardware configuration of a voice management server 1A according to the second embodiment. Although not shown in the figures, the second embodiment of the minutes support system 100 differs from the first embodiment in that it is equipped with an audio management server 1A instead of the audio management server 1, and the other components, i.e., the audio pickup device 20 and the minutes management server 50, have the same configuration as in the first embodiment.

[0097] The voice management server 1A differs from the voice management server 1 in that it is provided with a CPU 1aA instead of the CPU 1a and an analysis unit 1bA instead of the analysis unit 1b.

[0098] The analysis unit 1bA is configured to be able to perform various processes for deriving option information. The analysis unit 1bA in this example is configured to have at least an AI model that analyzes the content of text. The processing executed by the analysis unit 1bA will be explained later.

[0099] FIG. 18 is a functional block diagram for explaining the functions of the CPU 1aA according to the second embodiment. As shown in the figure, the CPU 1aA has the functions of a derivation control unit F1A and a presentation processing unit F2A. The derivation control unit F1A causes the analysis unit 1bA to execute detailed information derivation processing, which is processing for deriving option information corresponding to detailed information of an input item based on the sound-to-text data and title information of the input item.

[0100] The presentation control unit F2 performs processing to present the option information derived by the detailed information derivation processing to the user as option information corresponding to detailed information of the input item.

[0101] The processing of the derivation control unit F1A will now be described in detail. The derivation control unit F1A is configured to execute different processes depending on whether the title information of the input item is information relating to numerical values ​​or other information. When the title information of an input item is numerical information, the derivation control unit F1A causes the analysis unit 1bA to execute the following process as detailed information derivation processing: In other words, the process identifies text about the spoken part of the topic corresponding to the title information of the input item in the audio-recorded text data, and derives option information corresponding to the detailed information of the input item based on the numerical information in the identified text.

[0102] As a specific example, if the title information relating to a numerical value is the number of employees as in this example, the analysis unit 1bA is instructed to use text data with "number of employees" as a keyword, and the analysis unit 1bA is caused to identify, from the recorded text data, the speech section from the user's side in which the instructed keyword appears and the speech section that is the other party's response to the user's speech. For clarity, it is assumed here that, during a business negotiation, sales representative Hs asks customer Hc about the number of employees. Then, numerical information is identified from the text data in the speech section of the response, and option information corresponding to the numerical information is selected from option information corresponding to the title information of "Number of Employees."

[0103] In addition, even when the title information relating to a numerical value is information other than the number of employees, the corresponding option information can be selected in the same manner as above. However, keywords are used according to the title information. For example, if the title information is "Number of units of product in use," the "Number of units of product in use" is determined as the keyword.

[0104] Furthermore, the derivation control unit F1A causes the analysis unit 1bA to execute the following detailed information derivation process for input items in which the title information is publicly available information, such as "sales target" and "industry type." In other words, the process detects keyword portions associated with the title information of the input item from the recorded text data, and searches a specified database using text information including the text of the detected keyword portions as search key information, thereby deriving option information corresponding to the detailed information of the input item.

[0105] In this example, the keywords associated with the title information of the input items are set as information on the names of multiple companies that may be considered as customers, such as "Uniqlo" and "Mitsubishi Corporation." When the title information is "sales object" or "industry," the derivation control unit F1A first instructs the analysis unit 1bA to use keywords as information on the company name associated with the title information, and then specifies, from the recorded text data, the portion of the utterance containing a statement that matches the keyword (keyword portion). Note that this is based on the premise that, during a business negotiation, for example, a statement about the company name of the customer Hc is made during the exchange of business cards.

[0106] The derivation control unit F1A then causes the analysis unit 1bA to execute a process of searching a predetermined database using text information including the text of the detected keyword portion as search key information. For example, if the detected keyword is "XX Co., Ltd." and the title information is an input item for "sales target," an internet search is performed using, for example, text information "XX Co., Ltd. sales target" as search key information. Alternatively, if the title information is an input item for "industry," an internet search is performed using, for example, text information "XX Co., Ltd. industry" as search key information.

[0107] Then, the analysis unit 1bA derives option information corresponding to the detailed information of the input item based on the search result information. Specifically, in the case of the input item of "sales target," the analysis unit 1bA selects the appropriate option information from option information such as "toB" and "toC" based on the search result information, and in the case of the input item of "industry," the analysis unit 1bA selects the appropriate option information from option information such as "communications," "intermediate distribution," and "major securities" based on the search result information.

[0108] While the above example illustrates a case where a search process using detected keywords as key information is performed via an Internet search, i.e., using an Internet database, the search process can also be performed as a search of a local database using table information stored in the audio management server 1A. The table information here refers to information that associates correct answer information corresponding to title information, such as correct answer information for "sales target" and "industry type," for each possible company name. When using such table information, only the text information of the keyword portion is used as the search key information. When performing such a local search, the work burden of creating table information in advance is imposed, but since a connection to the Internet is not required for the search, communication charges can be reduced.

[0109] This method using a database search can also be applied to the input item "number of employees." Furthermore, the derivation of detailed information about the "item for sale" is not limited to the method using a database search as described above, and if there is a corresponding spoken portion in the recorded text data, it is also possible to adopt a derivation method in which option information is selected based on the text content of that spoken portion.

[0110] For the input item of "Distribution control flag," the question asking permission to distribute sales information is set as the keyword, the keyword portion is detected from the recorded text data, and option information is derived based on the text information of the answer portion to the detected keyword portion. Specifically, for an input item whose title information is "Distribution Control Flag," the derivation control unit F1A instructs the analysis unit 1bA to enter a keyword as a question asking for permission to distribute, and identifies from the recorded text data the part of the speech (keyword part) in which a statement matching the keyword was made, and the part of the other party's response to that. Based on the text information of the identified answer portion, the analysis unit 1bA selects the corresponding option information from "Allow delivery" and "Stop delivery", which are option information of the "Delivery control flag". Specifically, if the text information of the answer portion contains a positive statement such as "Yes", the analysis unit 1bA selects "Allow delivery", and if there is no positive statement, the analysis unit 1bA selects "Stop delivery".

[0111] The presentation processing unit F2A performs processing to present the option information derived under the control of the derivation control unit F1A as option information corresponding to detailed information of the input item to the user.

[0112] FIG. 19 is an explanatory diagram of an example of presentation of derived option information. As shown in the figure, in this example, option information derived for each input item is presented in an input box bi on the CRM screen.

[0113] Here, in the detailed information deriving process, there may be cases where the corresponding option information cannot be derived due to reasons such as the inability to detect keywords from the recorded text data. If there is an input item for which option information could not be derived, the presentation processing unit F2A may present information in the relevant input box bi indicating that the relevant option information could not be derived, such as the message information ``Could not be detected'' as shown in the figure.

[0114] There are various possible timings for executing the detailed information derivation process. For example, the detailed information deriving process may be started in response to the completion of the recording of the business negotiation, or in response to a predetermined operation by the user after the recording of the business negotiation is completed.

[0115] There are also various possibilities for the timing at which the derived option information is presented. For example, after the recording is completed, the derived option information may be presented in response to the user logging in to the CRM system. Alternatively, a button such as "reflect the results derived from the business negotiation" may be provided on the CRM screen to instruct the option information derived in the detailed information derivation process to be reflected on the CRM screen, and the derived option information may be presented in response to the operation of the button.

[0116] Alternatively, the derived option information may be presented after the business negotiation when the user logs in to the system on the voice management server 1A side (a system separate from the CRM system). In this case, the derived option information may be presented on a screen on the separate system side by calling up a CRM screen. For example, a screen similar to the CRM screen shown in FIG. 19 may be called up and displayed on the minutes-of-meeting screen. In this case, the minutes-of-meeting screen allows the user to check whether the derived detailed information for the input items is correct. If the derived detailed information is incorrect, the user can reselect and correct the detailed information (e.g., changing "less than 10" to "10-99" for the number of employees). In this case, the minutes-of-meeting screen may include a transfer button for transferring the contents of the called CRM screen to the CRM side. In response to the operation of the transfer button, the voice management server 1A (CPU 1aA) transfers the contents of the called CRM screen to the CRM side. At this time, if the derived detailed information is modified, the modified detailed information is sent to the CRM side.

[0117] Here, in the second embodiment, when a summary derived based on information entered into an input field as in the first embodiment is presented as detailed information of an extracted item on the minutes management screen, the configuration is provided with a derivation control unit F1, a presentation processing unit F2, and a matching processing unit F3.

[0118] FIG. 20 is a flowchart showing an example of a specific processing procedure to be executed by the CPU 1aA to realize the support method according to the second embodiment described above. First, in step S101, the CPU 1aA performs a process of acquiring title information of input items, that is, acquires predetermined title information for each input item on the CRM screen from the CRM system side.

[0119] In step S102 following step S101, the CPU 1aA controls the execution of the process of deriving option information based on the title information. As described above, in this example, the process of deriving option information performs different processes for input items whose title information is numerical information such as "Number of employees," input items whose title information is information related to public information such as "Sales target" and "Industry," and the input item "Distribution control flag." The specific contents of each detailed information deriving process have already been explained, so a duplicate explanation will be avoided.

[0120] In step S103 following step S102, the CPU 1aA performs a process of presenting the derived option information. Specifically, the CPU 1aA performs a process of presenting the derived option information on the CRM side screen (see FIG. 19).

[0121] After executing the process of step S103, the CPU 1aA ends the series of processes shown in FIG.

[0122] In the above example, all of the detailed information derivation processing is performed by analysis unit 1bA, but it is also possible to configure the detailed information derivation processing to be shared between analysis unit 1bA and CPU 1aA, such that part of the detailed information derivation processing, specifically the processing of detecting keywords in the recorded text data, is performed by analysis unit 1bA, and the remaining processing, for example, the processing of database search based on the text information of the detected keyword part and the processing of selecting option information based on the search result information, is performed by CPU 1aA.

[0123] <3. Modifications> The embodiment is not limited to the specific example described above, and various modified configurations can be adopted. For example, although the above example illustrates a case where business negotiations are conducted face-to-face, the present technology can also be suitably applied to cases where business negotiations are conducted as online negotiations. In the case of online business negotiations, a microphone for picking up the speech of the customer Hc is not required, and the speech of the customer Hc picked up by the terminal of the customer Hc participating in the online business negotiation can be recorded.

[0124] Furthermore, in the above example, the first embodiment has been described with reference to a case where the detailed information of the extracted item is information input as text. However, the detailed information of the extracted item may be multiple-choice information selected from multiple option information, similar to the detailed information of the input item in the second embodiment. When the detailed information of the extracted item is multiple-choice information, it is possible to derive the relevant detailed information for the target extracted item based on the audio-text data. Specifically, for example, if the title information of the target extracted item is "Number of Employees," the relevant option information is derived from option information such as "Less than 10," "10-99," and "100-499" based on the text of the speech portion of the audio-text data that corresponds to the topic of "Number of Employees." This reduces the burden on the user of inputting detailed information about extracted items.

[0125] Furthermore, in the above, with respect to the first embodiment, an example was given in which the device that executes the processes of the derivation control unit F1, the presentation processing unit F2, and the association processing unit F3 is equipped with an analysis unit 1b for creating a summary sentence, but the analysis unit 1b may be provided in a device separate from the device that executes the processes of the derivation control unit F1, the presentation processing unit F2, and the association processing unit F3. Similarly, in the second embodiment, the analysis unit 1bA is not limited to being provided in a device that executes the processing of the derivation control unit F1A and the presentation processing unit F2A, but may also be provided in a device separate from the device that executes the processing of the derivation processing unit F1A and the presentation processing unit F2A.

[0126] <4. Summary of the embodiment> As described above, the information processing device (voice management server 1 or sound collection device 20) as an embodiment is an information processing device that processes information regarding input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, and is equipped with a derivation control unit (F1 or F1A) that controls the execution of a detailed information derivation process that derives text information corresponding to detailed information about the extracted items or input items based on recorded text data obtained by converting recorded data of business negotiations with customers into text and the text information about the input items, and a presentation processing unit (F2 or F2A) that performs processing to present the text information derived by the detailed information derivation process to the user as information corresponding to detailed information about the extracted items or input items. This allows a user such as a salesperson to record a business meeting with a customer and receive information corresponding to detailed information on extracted items and input items. Therefore, it is possible to appropriately support the input of detailed information for extraction items and input items, and it is possible to fully utilize the support function for customer management.

[0127] Furthermore, in the information processing device (voice management server 1 or sound collection device 20) as an embodiment, a matching processing unit (F3) is provided that matches the text information of the input items managed in the customer relationship management system with the title information of the extracted items, and the derivation control unit (F1) executes a process for creating a summary sentence for the speech portion of the topic corresponding to the title information of the extracted items as a detailed information derivation process, and the presentation processing unit (F2) performs a process for presenting the summary sentence to the user as information corresponding to the detailed information of the extracted items. The customer information management screen provided by a system separate from the customer relationship management system may be used as a screen for creating minutes of business negotiations, in which case the extracted items correspond to topic items related to conversations during business negotiations that should be extracted for the minutes. In sales activities, minutes of business negotiations are often created, but if a summary of the entire negotiation is simply saved as minutes, the key points discussed will not be narrowed down, making it difficult to use the minutes afterward. In other words, this will result in a decrease in the usefulness of the minutes for sales activities. Therefore, as in the above configuration, the text information of the input items managed in the customer relationship management system is associated with the title information of the extracted items, and as a detailed information derivation process, a summary sentence is created for the part of the speech on the topic corresponding to the title information of the extracted items, and the created summary sentence is presented to the user as information corresponding to the detailed information of the extracted items. For the customer relationship management system, information on items required for advantageously advancing sales activities is set as input item information, and by associating the information on the input items as title information for the extracted items as described above and creating a summary of the spoken part of the topic corresponding to the extracted items, it is possible to obtain a summary of the business negotiations that contains only summaries of items that are considered to be beneficial to sales activities. This allows for the creation of appropriate minutes that focus on key points extracted from the text data of business negotiations that are beneficial to sales activities. It also simplifies input into the customer information management screen provided by a system separate from the customer relationship management system.

[0128] Furthermore, in an information processing device (voice management server 1A) as an embodiment, the customer relationship management system is capable of managing title information of input items and detailed information for the title information as information of the input items, and the derivation control unit (F1A) executes a process of deriving text information corresponding to the detailed information of the input items based on the recorded text data and the title information of the input items as a detailed information derivation process, and the presentation processing unit (F2A) performs a process of presenting the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of the input items. This allows for appropriate assistance in inputting detailed information into input fields, in cases where the customer relationship information management screen provided by the customer relationship management system is a screen in which detailed information is entered into input fields with specified title information attached, thereby enabling the support function related to customer management to be fully utilized.

[0129] Furthermore, in the information processing device as an embodiment, the detailed information of the input item is option-type information selected from a plurality of option information, and the derivation control unit executes a process of deriving option information corresponding to the detailed information of the input item based on the recorded text data and the title information of the input item as a detailed information derivation process, and the presentation processing unit performs a process of presenting the option information derived by the detailed information derivation process to the user as option information corresponding to the detailed information of the input item. This allows for appropriate assistance in inputting detailed information into input fields, in cases where the customer relationship information management screen provided by the customer relationship management system is a screen in which detailed information is entered (selected) in the form of multiple choice entries into input fields with specified title information, thereby enabling the support function related to customer management to be fully utilized.

[0130] In addition, in the information processing device as an embodiment, the title information of the input item is information related to a numerical value, and the option information is numerical option information, and the detailed information derivation process is a process of identifying text in the recorded text data about the spoken part of the topic corresponding to the title information of the input item, and deriving option information corresponding to the detailed information of the input item based on the numerical information in the identified text. This makes it possible to derive appropriate option information according to the title information based on the recorded text data of the business negotiation, in response to the case where the option information of the input item is set to numerical option information. Therefore, it is possible to appropriately support the input of detailed information into the input fields, and it is possible to fully utilize the support function for customer management.

[0131] Furthermore, in the information processing device as an embodiment, the detailed information derivation process is a process of detecting a keyword portion associated with the title information of the input item from the recorded text data, and searching a specified database using text information including the text of the detected keyword portion as search key information, thereby deriving option information corresponding to the detailed information of the input item. As a result, for example, if the title information of an input item is "Sales Target" and the option information includes "toC," "toB," and "toB&toC," and assuming that appropriate keywords have been set for the title information of the input item, such as by specifying company name information such as "Uniqlo" or "Mitsubishi Corporation" as keywords corresponding to the title information of the input item, when a keyword such as "Uniqlo" is detected from the audio-recorded text data, a database configured to be searchable for company "sales target" can be searched using text information including the text of the keyword as search key information, and relevant option information can be appropriately derived from the search results. In other words, by setting appropriate keywords corresponding to title information such as company names, relevant option information can be appropriately estimated based on the audio-recorded text data and the database. Therefore, it is possible to appropriately support the input of detailed information into the input fields, and it is possible to fully utilize the support function for customer management.

[0132] An information processing method as an embodiment is an information processing method executed by an information processing device that processes information regarding input items, which are information items for customer management managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system.The information processing method controls the execution of a detailed information derivation process that derives text information corresponding to detailed information about the extracted items or input items based on recorded text data obtained by converting recorded data of business negotiations with customers into text and the text information about the input items, and performs processing to present the text information derived by the detailed information derivation process to the user as information corresponding to detailed information about the extracted items or input items. This information processing method can also provide the same functions and effects as the information processing device of the above embodiment.

[0133] The program as an embodiment is a program that causes a target computer device to execute the processing of the CPU 1a or CPU 1aA described above. In other words, the program as an embodiment is a program that can be read by a computer device that processes information regarding input items, which are information items for customer management managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system.The program causes the computer device to execute a function of controlling the execution of a detailed information derivation process that derives text information corresponding to detailed information about the extracted items or input items based on recorded text data, which is text data obtained by converting recorded data of business negotiations with customers, and the text information about the input items, and presenting the text information derived by the detailed information derivation process to the user as information corresponding to detailed information about the extracted items or input items.

[0134] Such a program can realize a computer device that realizes the functions of the voice management server 1 or 1A described in the embodiment. For example, by downloading the program to a personal computer, a portable information processing device, or the like, the personal computer can be made to function as the voice management server 1 or 1A.

[0135] Such a program can be pre-recorded on a hard disk drive (HDD) as a recording medium built into a computer or other device, or on a ROM in a microcomputer having a CPU, etc. It can also be provided by being temporarily or permanently recorded on a removable recording medium such as a memory card or optical disk. Such programs can also be downloaded from a download site via a network such as a LAN (Local Area Network) or the Internet. [Explanation of symbols]

[0136] 100 Minutes Support System 1,1A Audio Management Server 20 Sound collection device 50 Minutes Management Server NT Network Hs Sales Representative Hc customer ID Direction Information 21,1a,1aA,50a CPU 1b,1bA Analysis Department 2,22 ROM 3,23 RAM 4,24 Bus 5,25 Input / Output Interface 6,26 Input section 7,27 Display section 8,28 Audio output section 9,29 Storage part 10,30 Communications Department 11,31 Removable storage media 12,32 drive 28a Speaker for calls 33 First sound collection section 33a, 33b First microphone 34 Second sound collection section 34a, 34b Second microphone 35 Sensor section F1, F1A derivation control section F2, F2A presentation processing section F3 Matching Processor B1 Summary button B2 Upload button B3 Audio play button bi input box

Claims

1. Input items that are information items for customer management managed in a customer relationship management system; and an information processing device that processes information regarding extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, a derivation control unit that controls the execution of a detailed information derivation process that derives text information corresponding to the extracted items or detailed information of the input items based on recorded text data obtained by converting recorded data of business negotiations with customers into text and the text information of the input items; a presentation processing unit that performs processing to present the text information derived by the detailed information derivation processing to a user as information corresponding to detailed information of the extracted item or the input item. Information processing device.

2. a correlation processing unit that correlates text information of the input items managed in the customer relationship management system as title information of the extracted items, The derivation control unit As the detailed information deriving process, a process of creating a summary of the speech portion of the topic corresponding to the title information of the extracted item is executed; The presentation processing unit The summary is presented to the user as detailed information of the extracted item. The information processing device according to claim 1 .

3. the customer relationship management system is capable of managing, as the information of the input items, title information of the input items and detailed information for the title information; The derivation control unit as the detailed information deriving process, a process is executed to derive text information corresponding to detailed information of the input item based on the sound-recorded-text data and title information of the input item; The presentation processing unit The text information derived by the detailed information derivation process is presented to the user as information corresponding to detailed information of the input item. The information processing device according to claim 1 .

4. The detailed information of the input item is option-type information selected from a plurality of option information, The derivation control unit as the detailed information deriving process, a process is executed to derive the option information corresponding to the detailed information of the input item based on the sound-recorded-text data and title information of the input item; The presentation processing unit and presenting the option information derived by the detailed information derivation process to the user as option information corresponding to detailed information of the input item. The information processing device according to claim 3 .

5. the title information of the input item is information relating to a numerical value, and the option information is option information of a numerical value; The detailed information deriving process is a process of identifying text in the recorded text data about a spoken part of a topic corresponding to title information of the input item, and deriving the option information corresponding to detailed information of the input item based on numerical information in the identified text. The information processing device according to claim 4 .

6. The detailed information deriving process is a process of detecting a keyword portion associated with title information of the input item from the sound-recorded text data, and searching a predetermined database using text information including the detected keyword portion as search key information, thereby deriving the option information corresponding to the detailed information of the input item. The information processing device according to claim 4 .

7. An information processing method executed by an information processing device that processes information regarding input items, which are information items for customer management managed in a customer relationship management system, and extraction items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, comprising: Executing and controlling a detailed information derivation process for deriving text information corresponding to the extracted items or detailed information of the input items based on the recorded text data obtained by converting the recorded data of the business negotiation with the customer into text and the text information of the input items; The text information derived by the detailed information derivation process is presented to the user as information corresponding to detailed information of the extracted item or the input item. Information processing methods.

8. A computer-readable program for processing information relating to input items, which are information items for customer management managed in a customer relationship management system, and extraction items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, Executing and controlling a detailed information derivation process for deriving text information corresponding to the extracted items or detailed information of the input items based on the recorded text data obtained by converting the recorded data of the business negotiation with the customer into text and the text information of the input items; and causing the computer device to execute a function of performing a process of presenting the text information derived by the detailed information derivation process to a user as information corresponding to detailed information of the extracted item or the input item. program.

9. A recording medium having recorded thereon a computer-readable program for performing information processing regarding input items, which are information items for customer management managed in a customer relationship management system, and extraction items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, Executing and controlling a detailed information derivation process for deriving text information corresponding to the extracted items or detailed information of the input items based on the recorded text data obtained by converting the recorded data of the business negotiation with the customer into text and the text information of the input items; A program for causing the computer device to execute a function of processing to present the text information derived by the detailed information derivation process to a user as information corresponding to detailed information of the extracted item or the input item is recorded. Recording medium.

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