System

Abstract

A system is provided.SOLUTION: A chat system in which a user can access a concern about unauthorized use, comprising: means for accepting access from the user; means for transmitting an initial response message to the user; means for acquiring detailed information of specific unauthorized use from the user; means for confirming a problem and proposing an appropriate measure based on the acquired detailed information of unauthorized use; means for reporting to a department in charge and temporarily stopping use of a card for investigation of unauthorized use; and means for guiding the user to a contact address of the department in charge.SELECTED DRAWING: Figure 1

Description

[Technical Field]

[0001] The technology of the present disclosure relates to a system. [Background technology]

[0002] Patent document 1 discloses a persona chatbot control method performed by at least one processor, the method including the steps of receiving a user utterance, adding the user utterance to a prompt including an instruction sentence related to a description of the chatbot character, encoding the prompt, and inputting the encoded prompt into a language model to generate a chatbot utterance in response to the user utterance. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-180282 Summary of the Invention [Problem to be solved by the invention]

[0004] When users suspect fraudulent use, there is a lack of a means for them to quickly and effectively report the issue, and a lack of a system for quickly responding to those reports. This results in increased anxiety for users and an increased burden on staff. This can lead to lower customer satisfaction and a loss of credibility for the company. Furthermore, if an efficient response is not possible, losses may increase if fraud actually occurs. [Means for solving the problem]

[0005] The present invention provides a chat system that includes the following means: first, providing a means for a user to access the chat system and report concerns about fraud; second, providing a means for sending an initial response message to the user and obtaining detailed information about the specific fraudulent activity, such as the date and time of the fraud and the amount of the fraud.

[0006] Based on the detailed information obtained, the system provides a means to confirm suspected fraudulent use and suggest appropriate measures to the user (for example, reporting the matter to the relevant department and suspending the card). Furthermore, the system provides a means for automatically reporting these procedures to the relevant department after obtaining the user's consent, and suspending card usage. Furthermore, if the user wishes to report other issues, the system provides a means for providing contact information for the appropriate department, enabling the system to respond to a variety of user inquiries.

[0007] This will quickly alleviate the user's concerns and reduce the burden on the person in charge.

[0008] A "chat system" is a platform for text-based communication between users and the system.

[0009] "User" refers to a person who accesses the chat system and reports concerns of abuse.

[0010] "Access means" refers to a function that provides an interface for users to connect to the chat system and input information.

[0011] The "initial response message" is the response message that is sent first when a user accesses the chat system.

[0012] "Detailed information" refers to specific data collected from users regarding concerns about fraudulent use, such as the date and time of the incident and the amount.

[0013] The "measure suggestion means" refers to a function that suggests appropriate actions to the user based on the acquired detailed information.

[0014] The "consent procedure" is a process in which a user indicates consent to a proposed measure.

[0015] "Automatic reporting means" refers to a function that automatically reports to the relevant department after obtaining the user's consent.

[0016] "Suspension of use" refers to the process of temporarily suspending card use if there is concern about fraudulent use.

[0017] The "means for providing information on contact details of the department in charge" refers to a function that provides the user with information on the contact details of the appropriate department in charge when the user reports another problem. [Brief explanation of the drawings]

[0018] [Figure 1] 1 is a conceptual diagram showing an example of the configuration of a data processing system according to a first embodiment. [Figure 2] 1 is a conceptual diagram showing an example of main functions of a data processing device and a smart device according to a first embodiment. [Figure 3] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a second embodiment. [Figure 4] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and smart glasses according to a second embodiment. [Figure 5] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a third embodiment. [Figure 6] FIG. 11 is a conceptual diagram showing an example of main functions of a data processing device and a headset-type terminal according to a third embodiment. [Figure 7] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a fourth embodiment. [Figure 8] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and a robot according to a fourth embodiment. [Figure 9]1 shows an emotion map onto which multiple emotions are mapped. [Figure 10] 1 shows an emotion map onto which multiple emotions are mapped. [Figure 11] FIG. 3 is a sequence diagram illustrating a processing flow of the data processing system according to the first embodiment. [Figure 12] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system in Application Example 1. [Figure 13] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system according to the second embodiment when an emotion engine is combined. [Figure 14] FIG. 10 is a sequence diagram showing the flow of processing in the data processing system in Application Example 2 when an emotion engine is combined. DETAILED DESCRIPTION OF THE INVENTION

[0019] An example of an embodiment of a system according to the technology of the present disclosure will be described below with reference to the accompanying drawings.

[0020] First, the terms used in the following description will be explained.

[0021] In the following embodiments, a coded processor (hereinafter simply referred to as a "processor") may be a single arithmetic device or a combination of multiple arithmetic devices. Furthermore, a processor may be a single type of arithmetic device or a combination of multiple types of arithmetic devices. Examples of arithmetic devices include a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a GPGPU (General-Purpose computing on Graphics Processing Units), and an APU (Accelerated Processing Unit).

[0022] In the following embodiments, a coded RAM (Random Access Memory) is a memory in which information is temporarily stored and is used as a working memory by a processor.

[0023] In the following embodiments, the coded storage is one or more non-volatile storage devices that store various programs, various parameters, etc. Examples of non-volatile storage devices include flash memory (SSD (Solid State Drive)), magnetic disks (e.g., hard disks), and magnetic tapes.

[0024] In the following embodiments, a communication I / F (Interface) with a symbol is an interface including a communication processor, an antenna, etc. The communication I / F controls communication between multiple computers. Examples of communication standards applied to the communication I / F include wireless communication standards including 5G (5th Generation Mobile Communication System), Wi-Fi (registered trademark), Bluetooth (registered trademark), etc.

[0025] In the following embodiments, "A and / or B" is synonymous with "at least one of A and B." In other words, "A and / or B" means that it may be only A, only B, or a combination of A and B. Furthermore, in this specification, the same concept as "A and / or B" is also applied when three or more things are expressed connected by "and / or."

[0026] [First embodiment]

[0027] FIG. 1 shows an example of the configuration of a data processing system 10 according to the first embodiment.

[0028] 1, a data processing system 10 includes a data processing device 12 and a smart device 14. An example of the data processing device 12 is a server.

[0029] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0030] The smart device 14 includes a computer 36, a reception device 38, an output device 40, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The reception device 38, the output device 40, and the camera 42 are also connected to the bus 52.

[0031] The reception device 38 includes a touch panel 38A, a microphone 38B, and the like, and receives user input. The touch panel 38A detects contact with an indicator (for example, a pen or a finger) to receive user input by the touch of the indicator. The microphone 38B detects the user's voice to receive user input by voice. The control unit 46A transmits data indicating the user input received by the touch panel 38A and the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the data indicating the user input.

[0032] The output device 40 includes a display 40A and a speaker 40B, and presents data to the user 20 by outputting the data in a form of expression that the user 20 can perceive (for example, audio and / or text). The display 40A displays visible information such as text and images in accordance with instructions from the processor 46. The speaker 40B outputs audio in accordance with instructions from the processor 46. The camera 42 is a compact digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor.

[0033] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 control the exchange of various information between the processor 46 and the processor 28 via the network 54.

[0034] FIG. 2 shows an example of the main functions of the data processing device 12 and the smart device 14.

[0035] 2, in the data processing device 12, a specific process is performed by the processor 28. A specific processing program 56 is stored in the storage 32. The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific process is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0036] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0037] In the smart device 14, the processor 46 performs the reception output process. The storage 50 stores a reception output program 60. The reception output program 60 is used in conjunction with the specific processing program 56 by the data processing system 10. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0038] Next, a description will be given of the specific processing performed by the specific processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0039] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[0040] System Overview

[0041] First, a user becomes concerned about fraudulent use and accesses the chat system. They enter information into the chat interface using a device (e.g., a PC or smartphone). When the user accesses the chat system, the server automatically sends an initial response message, preparing to address the user's concerns.

[0042] To give a concrete example, if a user types "I'm concerned about fraud," the server responds with the message, "Let's talk about your concerns about fraud. Please tell us the details." The user then goes on to type, "I recently made an unfamiliar expense."

[0043] After receiving the information from the user, the server moves on to a process of requesting additional details. For example, it may ask a detailed question such as, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information, confirms the problem, and proposes appropriate countermeasures.

[0044] Proposed procedure

[0045] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will automatically report this to the relevant department and begin the process of temporarily suspending your card usage.

[0046] Automated processing and contact with the responsible department

[0047] During this process, the server automates a series of procedures through API, allowing users to check the progress of the procedure step by step and receive real-time results such as, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[0048] Responding to other inquiries

[0049] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact information of our customer support department. Please contact the support desk (telephone number: 0123-456-789)." In this way, the system is designed to provide the user with the information they need promptly.

[0050] The above is an embodiment of the present invention. This system allows users to quickly and effectively resolve concerns about fraudulent use and reduces the burden on staff. It also allows companies to maintain user trust and increase customer satisfaction by providing prompt and appropriate support.

[0051] The processing flow will be explained below.

[0052] Step 1:

[0053] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[0054] Step 2:

[0055] The server receives input from the user, automatically generates an initial response message that says, "Let's talk about your abuse concerns. Please tell us what they are specifically." and sends it to the user.

[0056] Step 3:

[0057] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[0058] Step 4:

[0059] The server receives and analyzes the user's specific information, and then generates a query message requesting detailed information, such as "Please tell me the date and amount of the expenditure," and sends it to the user.

[0060] Step 5:

[0061] In response to the server's question, the user enters detailed information such as "It appears that 10,000 yen was used on October 1st," and submits the request.

[0062] Step 6:

[0063] The server analyzes the details received from the user, determines that there is a suspicion of fraudulent use, generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Are you sure?" and sends it to the user.

[0064] Step 7:

[0065] The user enters a message of consent, such as "Yes, please," in response to the server's confirmation message and submits it.

[0066] Step 8:

[0067] The server reports the suspected fraudulent use to the relevant department and calls an API to suspend card usage. The server receives the results of the processing and generates a procedure completion message stating, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days." and sends it to the user.

[0068] Step 9:

[0069] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[0070] Step 10:

[0071] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." and sends it to the user.

[0072] Example 1

[0073] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0074] There is a need for a means to enable users who suspect fraudulent use occurring over the Internet to respond quickly and effectively. However, many of the systems currently in common use are not effective in obtaining detailed information about fraudulent use, proposing appropriate countermeasures, or providing prompt processing. Furthermore, users must manually check the details of fraudulent use and report them to the relevant departments, which is a time-consuming process. Therefore, a system is needed that reduces the burden on users and allows for prompt and effective response to fraudulent use.

[0075] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0076] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a responsible department and suspending card use for fraudulent use investigation, and means for providing the user with the contact information of the responsible department. This allows the user to quickly and easily provide detailed information about fraudulent use and receive appropriate countermeasures. Furthermore, the automated procedure significantly reduces the burden on the user, enabling faster processing and more effective countermeasures.

[0077] "User" refers to any person or entity who uses the System and accesses it to address concerns of abuse.

[0078] "Server" refers to a central computer system that receives input information sent by users, processes it, and takes any necessary action.

[0079] "Means for accepting access" refers to the functionality, including the interface and authentication mechanisms, that allow users to access the system.

[0080] The "means for sending an initial response message" refers to a function that automatically generates a response message and sends it to a user when the user accesses the system.

[0081] "Means for capturing fraud details" refers to the interfaces and processes for collecting information from users regarding specific fraud concerns.

[0082] "Means for identifying the problem and proposing appropriate measures" refers to the algorithms and logic used to analyze the details of the fraudulent use obtained and to suggest necessary measures and countermeasures to the user.

[0083] "Means for reporting to the appropriate department and suspending card usage" refers to the process by which the system automatically reports to a specific department and temporarily suspends card usage in response to fraudulent use.

[0084] "Means for providing contact details of relevant departments" refers to a function that provides contact details of relevant departments so that users can receive further inquiries or support.

[0085] "Automatic solicitation" refers to algorithms and rule sets that allow the system to automatically request additional details based on the initial information provided by the user.

[0086] "Means of automatic execution through API" refers to a function that uses an API to communicate with external systems and services and automatically performs specified processing.

[0087] The present invention provides a chat system that can quickly and effectively address concerns about fraudulent use. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The following describes in detail the preferred embodiments of the present invention.

[0088] System Overview

[0089] First, a user becomes concerned about misuse and accesses the chat system. The user uses a device (e.g., a PC or smartphone) to input data into the chat interface. The software used on the device can include a web browser (e.g., Google Chrome, Mozilla Firefox) or a dedicated chat app (e.g., WhatsApp, Slack).

[0090] When a user accesses the chat system, the server automatically sends an initial response message, ready to address the user's concerns. The initial response message is generated based on a pre-defined template, such as "Hello, let's talk about your concerns about abuse. Please tell us more about them."

[0091] Gathering and analyzing detailed information

[0092] If the user types "I'm concerned about fraud," the server responds with the message "Let's talk about your fraud concerns. Please tell us more about them." The user then types, "I recently noticed some unfamiliar spending."

[0093] The server receives this and moves on to a process of requesting additional details. For example, it sends a message saying, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information. This analysis is performed using a database engine (such as MySQL or PostgreSQL) and an algorithm that uses a generative AI model.

[0094] Countermeasure proposals and automatic processing

[0095] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and suspend card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will use an API to report this to the relevant department and suspend card usage. RESTful APIs are generally used as the API.

[0096] Progress notification and follow-up actions

[0097] The server notifies the user of the progress of the procedure step by step, sending results in real time such as, "We have reported this to the relevant department and suspended your card. Issuing a new card usually takes 3-5 business days."

[0098] If the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact our support desk (phone number: 0123-456-789)."

[0099] Specific examples

[0100] A specific example of a prompt sentence is as follows:

[0101] User: "I'm concerned about abuse."

[0102] Server: "Let's talk about your concerns about misuse. What are they specifically?"

[0103] User: "I recently made a payment that I don't recognize."

[0104] Server: "Please tell me the date and amount of the expenditure."

[0105] User: "It looks like 10,000 yen was spent on October 1st."

[0106] Server: "I will report this to the appropriate department and suspend your card for investigation. Is that OK?"

[0107] User: "Yes, please."

[0108] Server: "We've notified the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[0109] User: "I had a similar issue last week. I have some other questions I'd like to discuss."

[0110] Server: "For other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[0111] In this way, users can quickly and effectively resolve concerns about fraud. The system reduces the burden on users and provides prompt and appropriate responses. Furthermore, companies can increase customer satisfaction through this system.

[0112] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0113] Step 1:

[0114] User accesses the system

[0115] Users use their device (PC or smartphone) to log in to the chat system's web page or dedicated application. The software used is a web browser (e.g., Google Chrome, Mozilla Firefox) or a chat app (e.g., WhatsApp, Slack). When the user enters their access information and clicks the "Login" button, an access request is sent from the device to the server. The server receives the request and authenticates the user. If authentication is successful, an HTML page for displaying the chat interface is sent to the device.

[0116] Step 2:

[0117] The server sends an initial response message

[0118] When a user logs in to the system, the server automatically generates and sends an initial response message. This message is generated based on a pre-configured template. The template may include content such as "Hello, let's discuss your concerns about abuse. Please tell us the details." The server creates a message based on the template and sends it to the terminal to be displayed in the user's chat window.

[0119] Step 3:

[0120] User enters suspected fraud

[0121] The user enters their fraud concerns into the chat interface, for example, "I recently made an unfamiliar expenditure," and clicks the "Send" button. The user's input is sent from the device to the server, which receives it and prepares to begin the process of collecting specific information about the fraud.

[0122] Step 4:

[0123] The server asks for more information

[0124] After receiving the user's input, the server then moves on to the process of requesting the necessary details. For example, the server might generate a message to send to the user saying, "Please tell me the date and amount of that expense." The server uses a generative AI model to automatically request appropriate additional information based on the user's input. The more detailed the user's input, the more specific and helpful the question the server can generate.

[0125] Step 5:

[0126] User provides details

[0127] The user enters additional details into the chat interface, for example, "It appears that 10,000 yen was spent on October 1st," and clicks the "Send" button. The user's input is sent from the device to the server, which stores the information in a database. The server uses a database engine (e.g., MySQL, PostgreSQL) to store the data for subsequent analysis.

[0128] Step 6:

[0129] The server analyzes the information and proposes countermeasures

[0130] Based on the acquired details, an analysis is performed to determine whether there is a strong suspicion of fraudulent use. The server uses a generative AI model to analyze the entered details. Based on the results of the analysis, the server generates a suggestion message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?" and sends it to the user. The suggestion message is written in simple language to help the user understand.

[0131] Step 7:

[0132] User agrees to the suggestion

[0133] The user decides whether to agree to the proposal. If they agree, they enter "Yes, please" and click the "Submit" button. The user's consent message is sent from the device to the server, and the server confirms consent. This input triggers the server to prepare to execute the automatic process.

[0134] Step 8:

[0135] The server performs automatic processing

[0136] After confirming the user's consent, the server uses an API to report to the relevant department and suspend card usage. For example, the server calls a RESTful API to connect to the system of a financial institution or card company. This allows the card to be suspended immediately. The server receives the API response and confirms that the process is complete.

[0137] Step 9:

[0138] Server notifies you of progress

[0139] The server notifies the user in real time about the progress of the process, for example by generating a message such as "We have reported this to the appropriate department and your card has been suspended. It usually takes 3-5 business days to issue a new card." This allows the user to be assured that their concerns are being addressed appropriately.

[0140] Step 10:

[0141] What to do if the user makes an additional inquiry

[0142] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server generates a standard message saying, "For other issues, please use the contact information in the customer support department. Please contact the support desk (telephone number: 0123-456-789)," and sends it to the user. The server has a function to provide multiple contact methods to ensure that the user's additional inquiry is handled reliably.

[0143] (Application example 1)

[0144] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0145] In recent years, with the spread of the Internet and electronic payments, concerns about fraudulent use have increased. It is particularly important for users to quickly detect fraudulent use of their accounts or cards and take appropriate measures. However, current systems often require users to provide detailed information and take timely action, resulting in complex processes and slow responses. Therefore, there is a need for an efficient system that allows users to safely address concerns about fraud and quickly implement necessary measures.

[0146] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0147] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a department in charge and suspending card use for an investigation of fraudulent use, means for providing the user with contact information for the department in charge, means for generating a program for executing the above procedures, and means for executing the procedures in real time based on the generated program, thereby enabling the user to quickly and reliably resolve the problem of fraudulent use.

[0148] "Means for accepting access from users" refers to a function that provides an interface for users to access the system if they have concerns about unauthorized use.

[0149] The "means for sending an initial response message to a user" is a function that allows the system to automatically send an initial message and start a dialogue when a user accesses the system.

[0150] The "means of obtaining specific details of fraudulent use from the user" is a function that provides a prompt for the user to enter details of fraudulent use, such as the date and amount, and collects that information.

[0151] "Means for identifying problems and proposing appropriate countermeasures based on detailed information on fraudulent use obtained" is a function that analyzes collected information, identifies fraudulent use, and proposes appropriate countermeasures to the user.

[0152] "Means of reporting to the relevant department and suspending card usage for the purpose of investigating fraudulent use" is a function that, when fraudulent use is confirmed, reports the information to the relevant department and temporarily suspends card usage.

[0153] The "means for providing the user with the contact information of the department in charge" is a function for providing the user with the contact information of the department in charge.

[0154] The "means for generating a program for executing the procedure" is a function for generating a program for automatically executing the required procedure based on information input by the user.

[0155] The "means for executing a procedure in real time based on the generated program" is a function for instantly executing a required procedure using the generated program.

[0156] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[0157] First, a user has concerns about fraudulent use and uses a device (e.g., a smartphone or smart glasses) to access the chat system. Once access is accepted, the server automatically sends an initial response message and prepares to address the user's concerns. For example, if the user types "I'm concerned about fraudulent use," the server responds with a message saying, "Let's talk about your concerns about fraud. Please tell us the details."

[0158] Next, if the user enters "I recently made an unfamiliar expenditure," the server will use that information to request additional details. For example, if the user is asked, "Please tell me the date and amount of the expenditure," and the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server will analyze the information, confirm the problem, and propose appropriate measures.

[0159] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server automates a series of procedures through an API (application programming interface). This allows the user to check the progress of the procedures as they occur and receive real-time results such as, "We have reported this to the relevant department and temporarily suspended your card usage. Issuing a new card usually takes 3-5 business days."

[0160] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact the support desk (telephone number: 0123-456-789)."

[0161] As a specific implementation, the following hardware and software are used:

[0162] 1. Hardware: Smartphone or smart glasses

[0163] 2. Software:

[0164] Programming language: Python

[0165] Libraries: requests (API calls), json (data processing)

[0166] API endpoints: APIs of popular security service providers

[0167] An example prompt for this system to automate additional details using a generative AI model:

[0168] "Users have questions about unfamiliar expenses and want to provide more information about them. Use that information to suggest what to do next."

[0169] In this way, users can quickly and effectively resolve their fraud concerns, and businesses can maintain user trust and increase customer satisfaction by providing fast and appropriate support.

[0170] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0171] Step 1:

[0172] The terminal receives concerns about fraudulent use from the user.

[0173] Input: A message from the user saying "I'm concerned about abuse."

[0174] Specific operation: Accepts user input through the chat interface on the device and sends it to the server.

[0175] Step 2:

[0176] The server sends an initial response message to the user.

[0177] Input: The message from the user accepted in step 1.

[0178] Output: A message to the user saying, "Let's talk about your abuse concerns. Please tell us what they are."

[0179] Specific operation: The server receives the user's message and sends a pre-programmed initial response message to the user.

[0180] Step 3:

[0181] The user enters details of the specific fraudulent activity, which the device then sends to the server.

[0182] Input: A message from the user saying, "I recently made an expense that I don't recognize."

[0183] Output: Detailed information about the server (e.g., "It appears that 10,000 yen was used on October 1st.").

[0184] Specific operation: The device accepts the user's details and sends them to the server.

[0185] Step 4:

[0186] The server sends a message to the user requesting additional details.

[0187] Input: The user's specific abuse details received in step 3.

[0188] Output: A message to the user saying "Please tell us the date and amount of the expense."

[0189] Specific operation: The server analyzes the user's message, determines that additional details are needed, and sends a message to the user requesting the additional details.

[0190] Step 5:

[0191] The server analyzes the detailed information, identifies the problem, and suggests appropriate measures.

[0192] Input: User-supplied details (e.g., "It appears that 10,000 yen was spent on October 1st.").

[0193] Output: A message proposing measures (e.g., "We will report this to the relevant department and suspend your card for investigation. Is this OK?").

[0194] What it does: The server analyzes the collected details, assesses whether there is any potential for abuse, and generates and sends a message to the user suggesting appropriate measures.

[0195] Step 6:

[0196] The user inputs whether or not they agree with the proposed measures, and the terminal sends this to the server.

[0197] Input: A "Yes, please" consent message from the user.

[0198] Output: The user consent message sent to the server.

[0199] Specific operation: The device accepts the user's consent message and sends it to the server.

[0200] Step 7:

[0201] The server uses the API to execute the procedure and notify the user of the results.

[0202] Input: The user consent message received in step 6.

[0203] Output: Processing result message ("We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card.").

[0204] Specific operation: The server receives the user's consent message, reports it to the relevant department via API, and carries out the card suspension procedure, then notifies the user of the execution result.

[0205] Step 8:

[0206] If the user has further inquiries, the terminal sends the input to the server, which provides the user with the appropriate contact information.

[0207] Input: A follow-up inquiry from the user (e.g., "I had a similar issue last week. I'd like to discuss something else.").

[0208] Output: A message to the user saying, "For any other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[0209] Specific operation: The terminal sends the user's additional inquiry to the server, and the server provides the user with appropriate contact information accordingly.

[0210] Furthermore, an emotion engine that estimates the user's emotion may be combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0211] This invention combines an emotion engine with a chat system to enable users to respond with confidence when there are concerns about fraudulent use. The system aims to analyze the user's emotional state through text-based communication between the user and the server, and respond effectively and carefully.

[0212] System Overview

[0213] First, a user becomes concerned about abuse and accesses the chat system. They open the chat interface using a device (e.g., a PC or smartphone) and type, "I'm concerned about abuse." When the server receives this message, it sends an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details."

[0214] The user responds, "I recently made an unfamiliar expense." The server then analyzes the user's input text and uses an emotion engine to recognize the user's emotional state. For example, if the server determines that the user is feeling anxious or irritated, it sends a polite, reassuring message that reflects that emotion.

[0215] Next, the server sends a question requesting detailed information, such as "Please tell me the date and amount of the expenditure." The user provides detailed information, such as "It appears that 10,000 yen was spent on October 1st."

[0216] Proposed procedure

[0217] After receiving detailed information from the user, the server again uses the emotion engine to check the user's current emotional state. The server then generates and sends a confirmation message saying, "We will report this to the relevant department for investigation and suspend the use of your card. Are you sure?" This message is also adjusted appropriately to take the user's emotions into consideration.

[0218] If the user agrees by saying "Yes, please," the server automatically reports the request to the relevant department and calls an API to suspend card usage. Once the process is complete, the server sends a further message indicating that the process has been completed, stating, "We have reported the request to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[0219] Automated processing and contact with the responsible department

[0220] During this process, the server continues to utilize the emotion engine to generate and send response messages for each step while appropriately managing the user's emotional state. For example, if the user is feeling anxious, the server adds a reassuring message such as, "We apologize for the concern. We will deal with this matter as soon as possible."

[0221] Responding to other inquiries

[0222] If the user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, too, the server will respond with appropriate words, taking into consideration the user's emotional state.

[0223] As a concrete example, when a user accesses a chat system that uses an emotion engine, the following process occurs.

[0224] 1. The user types, "I'm concerned about fraud."

[0225] 2. The server responds with an initial response: "Let's talk about your concerns about abuse. Please tell us what they are."

[0226] 3. The user responds, "I recently made a payment that I don't recognize."

[0227] 4. The server analyzes the user's emotions, determines that they are anxious, and asks for more information, such as "Please tell us the date and amount of the expense."

[0228] 5. The user provides detailed information, such as "It appears that 10,000 yen was used on October 1st."

[0229] 6. The server performs sentiment analysis again and politely asks, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?"

[0230] 7. The user agrees by saying "Yes, please."

[0231] 8. The server automatically reports to the relevant department, suspends card usage, and reports the result with the message, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[0232] 9. If the user reports other issues, the server will provide contact information for customer support.

[0233] As a result, the system can quickly alleviate users' anxieties and respond appropriately while taking into consideration their emotional state. It also reduces the burden on staff and improves customer satisfaction across the entire company.

[0234] The processing flow will be explained below.

[0235] Step 1:

[0236] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[0237] Step 2:

[0238] The server receives a message from the user. The server generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the specifics." and sends it to the user.

[0239] Step 3:

[0240] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[0241] Step 4:

[0242] The server receives the user's input and analyzes its text content. An emotion engine in the server runs to recognize the user's emotion (e.g., anxiety, irritation).

[0243] Step 5:

[0244] Generate a response message according to the user's emotional state. For example, if the user is feeling anxious, generate a polite message such as "Don't worry. Please tell us more about the situation." and send it to the user.

[0245] Step 6:

[0246] The server asks the user for more information, "Please tell me the date and amount of the expense."

[0247] Step 7:

[0248] The user enters detailed information such as "It appears that 10,000 yen was used on October 1st" and submits the form.

[0249] Step 8:

[0250] The server receives detailed information from the user and again analyzes the user's current emotional state using the emotion engine.

[0251] Step 9:

[0252] The problem is confirmed and appropriate countermeasures are proposed. The server generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend the use of your card. Is this OK?". The words chosen are polite and reassuring, depending on the user's feelings.

[0253] Step 10:

[0254] The user enters a message of consent saying "Yes, please" and submits.

[0255] Step 11:

[0256] The server reports the fraudulent use to the relevant department and calls an API to suspend the card. After the suspension is complete, an automated process sends a message to the user saying, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[0257] Step 12:

[0258] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[0259] Step 13:

[0260] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." The server chooses appropriate words to respond to the user's emotional state.

[0261] Example 2

[0262] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0263] In today's digital society, fraudulent online transactions are a serious issue. While prompt and appropriate responses to fraudulent transactions are required, traditional systems often provide one-sided responses that do not take into account the user's emotional state, leading to stress. Furthermore, coordination with the relevant department is often done manually, which can take a long time. As a result, this can lead to a decline in user satisfaction and a loss of corporate credibility.

[0264] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[0265] In this invention, the server includes means for accepting access from a user and sending an initial response message to the user, means for acquiring specific detailed information from the user, means for analyzing the user's emotions using an emotion analysis engine, means for adjusting and sending a response message to the user based on the analysis results, means for confirming the problem and proposing appropriate countermeasures based on the acquired detailed information, means for reporting to a responsible department for investigation and suspending card usage, and means for providing the user with the contact information of the responsible department. This enables a courteous and prompt response that takes the user's emotions into consideration, thereby improving user satisfaction and maintaining the company's credibility.

[0266] A "chat system" is a system that allows users to communicate with a server in real time using text.

[0267] A "means for accepting access" is a method for receiving communications or requests from users and allowing them to connect to the system.

[0268] An "initial response message" is an automatically generated reply message that the system sends in response to an initial inquiry from a user.

[0269] The "means for obtaining detailed information" is a method for collecting specific information provided by the user.

[0270] A "sentiment analysis engine" is a tool or service that analyzes text data to identify a user's emotional state (e.g., anxiety or irritation).

[0271] The "means for adjusting and transmitting a response message" is a method for generating and transmitting an appropriate message according to the emotional state of the user based on the analysis results.

[0272] The "means for proposing appropriate measures" is a method for presenting solutions to problems to users based on the acquired information and analysis results.

[0273] A "card suspension means" is a method for performing an operation to temporarily disable a user's financial transaction card.

[0274] "Means for providing contact information for the department in charge" refers to a method for providing contact information (telephone number and email address) to the user if further support is required.

[0275] The present invention is a chat system that quickly and effectively addresses users' concerns about abuse. The system analyzes users' emotional states through text-based communication between the user and the server and takes appropriate measures. Several hardware and software components are used to implement the present invention.

[0276] First, a user accesses the chat system's interface using a device (e.g., a PC or smartphone). The interface is typically provided as a web browser or dedicated app. The user enters "I'm concerned about abuse" and presses the send button. The server receives this message and begins processing it using a message queue such as Apache Kafka. The server then generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[0277] Next, when the user responds with, "I recently made an unfamiliar expense," the server uses a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services) to analyze the user's emotional state. The sentiment analysis engine analyzes the text data and determines that the user is feeling anxious. Based on this result, the server adjusts the response message to the user and sends, "Please tell me the date and amount of the expense."

[0278] When the user provides detailed information such as "It appears that 10,000 yen was used on October 1st," the server again uses the emotion analysis engine to confirm the user's current emotional state.The server then generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?" and sends it to the user.

[0279] If the user agrees by saying "Yes, please," the server calls the credit card company's API and suspends the card. Once this process is complete, the server generates a procedure completion message that reads, "We have reported this to the relevant department and suspended the card's use. Issuing a new card usually takes 3-5 business days," and sends it to the user.

[0280] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, the emotion analysis engine will also take into consideration the user's emotional state.

[0281] As a specific example, if a user accesses a chat system and types "I am concerned about fraudulent use," the server will generate and respond with the following prompt:

[0282] "I recently noticed an expense I don't recognize. I'm concerned about fraud. What should I do?"

[0283] As a result, this system can quickly alleviate users' anxieties and respond appropriately, taking into consideration their emotional state, thereby improving user satisfaction and maintaining the company's credibility.

[0284] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0285] Step 1: Access the chat system and enter your initial message

[0286] The user operates a device (PC or smartphone) to open the chat system interface.

[0287] input:

[0288] The user enters "I am concerned about fraudulent use" in the text box and clicks the submit button.

[0289] output:

[0290] The user's message is sent to the server.

[0291] Step 2: Sending the initial response message

[0292] The server receives user input and initiates processing using a message queue such as Apache Kafka.

[0293] input:

[0294] The server receives the message "I'm concerned about fraud" from the user.

[0295] output:

[0296] The server generates an initial response message: "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[0297] Step 3: Provide more information

[0298] The user responds, "I recently made a payment that I don't recognize."

[0299] input:

[0300] A message is sent to the server providing the user's details: "I recently made an unrecognized expenditure."

[0301] output:

[0302] The server receives this message and uses it as input data for sentiment analysis.

[0303] Step 4: Perform sentiment analysis

[0304] The server sends the received text to an emotion analysis engine to analyze the user's emotional state.

[0305] input:

[0306] The user-provided text, "I recently made an unfamiliar expense," is sent to a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services).

[0307] output:

[0308] The emotion analysis engine receives an analysis result indicating that the user is feeling "anxiety."

[0309] Step 5: Respond with Emotional Sensitivity

[0310] The server adjusts the response message to the user based on the emotion analysis results.

[0311] input:

[0312] The result of the emotion analysis engine's analysis was "Users are feeling anxious."

[0313] output:

[0314] The server generates a polite response message saying, "Please tell us the date and amount of the expense." and sends it to the user via the REST API.

[0315] Step 6: Enter your details

[0316] The user provides detailed information such as "It appears that 10,000 yen was used on October 1st."

[0317] input:

[0318] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent to the server.

[0319] output:

[0320] The server receives this detailed information and uses it as input data for further sentiment analysis.

[0321] Step 7: Re-analyze and confirm sentiment

[0322] The server sends the detailed information back to the emotion analysis to ascertain the user's emotional state.

[0323] input:

[0324] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent again to the sentiment analysis engine.

[0325] output:

[0326] Receive the analysis results from the emotion analysis engine and confirm the user's emotional state.

[0327] Step 8: Confirm card suspension

[0328] Based on the results of the emotion analysis, the server generates a confirmation message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?"

[0329] input:

[0330] The results of the sentiment analysis engine and detailed information provided by the user.

[0331] output:

[0332] The server generates a confirmation message and sends it to the user via a REST API.

[0333] Step 9: User consent

[0334] The user agrees by saying "Yes, please."

[0335] input:

[0336] The user answers "Yes, please" and sends it to the server.

[0337] output:

[0338] The server receives this consent message.

[0339] Step 10: Cancellation of card usage

[0340] The server calls the credit card company's API to suspend card usage.

[0341] input:

[0342] User consent and associated card details.

[0343] output:

[0344] The execution result of the card usage suspension process is obtained.

[0345] Step 11: Processing completion notification

[0346] Once the server has completed the card suspension process, it generates a completion notification message stating, "We have reported this to the relevant department and temporarily suspended your card. Issuing a new card usually takes 3-5 business days."

[0347] input:

[0348] Execution result of card suspension process.

[0349] output:

[0350] The server generates a completion notification message and sends it to the user via the REST API.

[0351] Step 12: Responding to additional inquiries

[0352] The user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss."

[0353] The server receives the additional inquiry message and generates a message providing contact information for customer support.

[0354] input:

[0355] An additional query message for the user.

[0356] output:

[0357] The server generates a message stating, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)," and sends it to the user via the REST API.

[0358] (Application example 2)

[0359] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart device 14 will be referred to as a "terminal."

[0360] In today's world, concerns about fraudulent use have a serious impact on users. Conventional chat systems typically respond in a uniform manner without considering the user's emotional state, making it difficult to completely alleviate users' anxiety and frustration. Furthermore, obtaining detailed information about fraudulent use and taking action steps are often slow, often resulting in a loss of user peace of mind. Furthermore, there is an increasing need to automate each process of fraud investigation.

[0361] The identification process by the identification processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes: means for accepting access from a user; means for sending an initial response message to the user; means for acquiring detailed information about specific fraudulent use from the user; means for identifying the problem and proposing appropriate countermeasures based on the acquired detailed information about fraudulent use and the user's emotional state; means for reporting the fraudulent use to a responsible department and temporarily suspending the use of assets for an investigation; means for providing the user with the contact information for the responsible department; means including an engine for analyzing the user's emotional state; and means for generating and sending an appropriate response message based on the user's emotional state. This enables a prompt and accurate response while taking the user's emotions into consideration.

[0362] "User emotional state" refers to the psychological or emotional state that is analyzed from the text that the user enters into the chat system.

[0363] "Sentiment analysis engine" refers to software and algorithms for analyzing user-entered text and determining the user's emotional state from that text.

[0364] An "appropriate response message" refers to a reply message that is tailored to give a sense of security and trust based on the user's emotional state as determined by the emotion analysis engine.

[0365] An "initial response message" refers to a reply message that is automatically sent when a user first accesses the chat system.

[0366] "Fraud Details" refers to specific data and information about suspicious transactions or expenditures reported by users through the chat system.

[0367] "Identifying the problem and proposing appropriate countermeasures" refers to verifying suspected fraudulent use based on the detailed information of the fraudulent use obtained and the user's emotional state, and proposing necessary countermeasures to the user.

[0368] "Asset Suspension" refers to temporarily restricting the use of the relevant credit card or other assets when there is a concern of fraudulent use.

[0369] "Providing contact information for the department in charge" means providing contact information for the department that can respond appropriately when the user makes additional inquiries.

[0370] "Means for reporting to the responsible department and suspending the use of assets" refers to an automated process for automatically reporting to the responsible department based on detailed information about unauthorized use and suspending the use of the relevant assets.

[0371] The present invention is a chat system for providing appropriate responses based on a user's emotional state. The system aims to take prompt and appropriate measures when a user becomes concerned about fraudulent use. An embodiment of the system is described in detail below.

[0372] System configuration

[0373] This system mainly consists of the following components:

[0374] Terminal: The device used by the user to access the service (e.g., a smartphone).

[0375] Server: The central part of the chat system, managing and executing various processes.

[0376] Sentiment analysis engine: Software that analyzes the user's input text and determines their emotional state.

[0377] API: An interface for automatically reporting to the relevant department and suspending asset usage.

[0378] Program processing

[0379] The server processes the following steps: First, when a user accesses the chat system with concerns about abuse, it receives the message. It uses an emotion analysis engine (specifically, OpenAI's API) to determine the user's emotional state from the text they input. It also sends an initial response message and obtains specific details from the user.

[0380] The system then uses the detailed information obtained to identify the problem and propose appropriate solutions.The system also uses a sentiment analysis engine to continuously monitor the user's emotional state and generate and send reassuring response messages as needed.

[0381] Specific examples of hardware and software used

[0382] Hardware: A smartphone for user access.

[0383] software:

[0384] OpenAI's API is used as the sentiment analysis engine.

[0385] Response message generation based on user emotional state

[0386] API interface for reporting to the relevant department and suspending asset usage

[0387] Processing flow

[0388] 1. User Access:

[0389] A user types into the chat system, "I recently made an expense that I don't recognize."

[0390] The server receives this message and uses an emotion analysis engine to determine the user's emotional state (e.g., anxiety).

[0391] 2. Get more information:

[0392] The server automatically sends an initial response message: "We apologize for any inconvenience caused. We will address this matter as soon as possible. Please let us know the details."

[0393] Receive detailed information about specific fraudulent activity from the user (e.g., "It appears that 10,000 yen was used on October 1st.").

[0394] 3. Identifying the problem and proposing solutions:

[0395] The server continues to analyze emotions and proposes appropriate measures based on the user's emotional state.

[0396] Politely confirm by asking, "We will report this to the relevant department and suspend your card usage for investigation purposes. Is that okay?"

[0397] 4. Automating procedures:

[0398] If the user agrees, the relevant department will be notified via API and the card will be temporarily suspended.

[0399] Once the process is complete, you will receive a message stating, "We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[0400] Example prompt sentences

[0401] Here is an example where the following prompt sentence is sent to the sentiment analysis engine in response to input from the user:

[0402] Message from user: I recently made an expense that I don't recognize.

[0403] Analyze the user's emotions and determine if they are anxious or frustrated.

[0404] As a result, it is possible to respond quickly and appropriately while taking into consideration the user's feelings, thereby quickly alleviating the user's anxiety and improving customer satisfaction across the entire company.

[0405] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0406] Step 1:

[0407] The user accesses the chat system and inputs their concerns about fraud. Specifically, the user opens the chat interface on their smartphone and enters a message such as, "I recently made an unfamiliar expenditure." This becomes the input data. The server receives this message and proceeds to the next step.

[0408] Step 2:

[0409] The server sends the input message to the emotion analysis engine, which analyzes the user's emotional state. The emotion analysis engine (OpenAI's API) determines the user's emotion from the text and outputs the result "anxiety." The server receives the result of this emotion analysis.

[0410] Step 3:

[0411] The server generates an initial response message based on the results of the sentiment analysis and sends it to the user. The generated message is "We apologize for causing you concern. We will deal with this matter as soon as possible. Please let us know the details." This becomes the output data. The server sends this message to the user's smartphone.

[0412] Step 4:

[0413] The user enters specific details of fraudulent use in chat. For example, they enter detailed information such as "It appears that 10,000 yen was used on October 1st." This becomes new input data. The server receives this detailed information.

[0414] Step 5:

[0415] The server uses the emotion analysis engine again on the received detailed information to reassess the user's emotion. The analysis engine again outputs the emotion "anxiety." Based on this result, the server generates a confirmation message saying, "We will report this to the relevant department and temporarily suspend the use of the asset for investigation. Is this OK?" and sends it to the user. This becomes the output data.

[0416] Step 6:

[0417] The user responds to the confirmation message by typing "Yes, please." This becomes the next input data. The server receives this consent.

[0418] Step 7:

[0419] The server calls the API to automatically report to the department in charge and suspend the use of the asset. The API notifies the system of the suspension of asset use along with the report, and as a result generates a message saying, "We have reported to the department in charge and suspended the use of the asset. It usually takes 3-5 business days to issue a new card." This is the final output data.

[0420] Step 8:

[0421] The server then sends the final output data to the user's smartphone, completing the process. All the results of the response are displayed on the user's device, providing a situation where the user can deal with the problem with peace of mind.

[0422] The specific processing unit 290 transmits the result of the specific processing to the smart device 14. In the smart device 14, the control unit 46A causes the output device 40 to output the result of the specific processing. The microphone 38B acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0423] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0424] In the above embodiment, an example in which the specific process is performed by the data processing device 12 has been given, but the technology of the present disclosure is not limited to this, and the specific process may be performed by the smart device 14.

[0425] [Second embodiment]

[0426] FIG. 3 shows an example of the configuration of a data processing system 210 according to the second embodiment.

[0427] 3, the data processing system 210 includes the data processing device 12 and smart glasses 214. An example of the data processing device 12 is a server.

[0428] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0429] The smart glasses 214 include a computer 36, a microphone 238, a speaker 240, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, and the camera 42 are also connected to the bus 52.

[0430] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[0431] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0432] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0433] Fig. 4 shows an example of the main functions of the data processing device 12 and the smart glasses 214. As shown in Fig. 4, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0434] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0435] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0436] In the smart glasses 214, the reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0437] Next, a description will be given of the identification process performed by the identification processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as the "server" and the smart glasses 214 will be referred to as the "terminal."

[0438] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[0439] System Overview

[0440] First, a user becomes concerned about fraudulent use and accesses the chat system. They enter information into the chat interface using a device (e.g., a PC or smartphone). When the user accesses the chat system, the server automatically sends an initial response message, preparing to address the user's concerns.

[0441] To give a concrete example, if a user types "I'm concerned about fraud," the server responds with the message, "Let's talk about your concerns about fraud. Please tell us the details." The user then goes on to type, "I recently made an unfamiliar expense."

[0442] After receiving the information from the user, the server moves on to a process of requesting additional details. For example, it may ask a detailed question such as, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information, confirms the problem, and proposes appropriate countermeasures.

[0443] Proposed procedure

[0444] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will automatically report this to the relevant department and begin the process of temporarily suspending your card usage.

[0445] Automated processing and contact with the responsible department

[0446] During this process, the server automates a series of procedures through API, allowing users to check the progress of the procedure step by step and receive real-time results such as, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[0447] Responding to other inquiries

[0448] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact information of our customer support department. Please contact the support desk (telephone number: 0123-456-789)." In this way, the system is designed to provide the user with the information they need promptly.

[0449] The above is an embodiment of the present invention. This system allows users to quickly and effectively resolve concerns about fraudulent use and reduces the burden on staff. It also allows companies to maintain user trust and increase customer satisfaction by providing prompt and appropriate support.

[0450] The processing flow will be explained below.

[0451] Step 1:

[0452] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[0453] Step 2:

[0454] The server receives input from the user, automatically generates an initial response message that says, "Let's talk about your abuse concerns. Please tell us what they are specifically." and sends it to the user.

[0455] Step 3:

[0456] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[0457] Step 4:

[0458] The server receives and analyzes the user's specific information, and then generates a query message requesting detailed information, such as "Please tell me the date and amount of the expenditure," and sends it to the user.

[0459] Step 5:

[0460] In response to the server's question, the user enters detailed information such as "It appears that 10,000 yen was used on October 1st," and submits the request.

[0461] Step 6:

[0462] The server analyzes the details received from the user, determines that there is a suspicion of fraudulent use, generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Are you sure?" and sends it to the user.

[0463] Step 7:

[0464] The user enters a message of consent, such as "Yes, please," in response to the server's confirmation message and submits it.

[0465] Step 8:

[0466] The server reports the suspected fraudulent use to the relevant department and calls an API to suspend card usage. The server receives the results of the processing and generates a procedure completion message stating, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days." and sends it to the user.

[0467] Step 9:

[0468] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[0469] Step 10:

[0470] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." and sends it to the user.

[0471] Example 1

[0472] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0473] There is a need for a means to enable users who suspect fraudulent use occurring over the Internet to respond quickly and effectively. However, many of the systems currently in common use are not effective in obtaining detailed information about fraudulent use, proposing appropriate countermeasures, or providing prompt processing. Furthermore, users must manually check the details of fraudulent use and report them to the relevant departments, which is a time-consuming process. Therefore, a system is needed that reduces the burden on users and allows for prompt and effective response to fraudulent use.

[0474] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0475] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a responsible department and suspending card use for fraudulent use investigation, and means for providing the user with the contact information of the responsible department. This allows the user to quickly and easily provide detailed information about fraudulent use and receive appropriate countermeasures. Furthermore, the automated procedure significantly reduces the burden on the user, enabling faster processing and more effective countermeasures.

[0476] "User" refers to any person or entity who uses the System and accesses it to address concerns of abuse.

[0477] "Server" refers to a central computer system that receives input information sent by users, processes it, and takes any necessary action.

[0478] "Means for accepting access" refers to the functionality, including the interface and authentication mechanisms, that allow users to access the system.

[0479] The "means for sending an initial response message" refers to a function that automatically generates a response message and sends it to a user when the user accesses the system.

[0480] "Means for capturing fraud details" refers to the interfaces and processes for collecting information from users regarding specific fraud concerns.

[0481] "Means for identifying the problem and proposing appropriate measures" refers to the algorithms and logic used to analyze the details of the fraudulent use obtained and to suggest necessary measures and countermeasures to the user.

[0482] "Means for reporting to the appropriate department and suspending card usage" refers to the process by which the system automatically reports to a specific department and temporarily suspends card usage in response to fraudulent use.

[0483] "Means for providing contact details of relevant departments" refers to a function that provides contact details of relevant departments so that users can receive further inquiries or support.

[0484] "Automatic solicitation" refers to algorithms and rule sets that allow the system to automatically request additional details based on the initial information provided by the user.

[0485] "Means of automatic execution through API" refers to a function that uses an API to communicate with external systems and services and automatically performs specified processing.

[0486] The present invention provides a chat system that can quickly and effectively address concerns about fraudulent use. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The following describes in detail the preferred embodiments of the present invention.

[0487] System Overview

[0488] First, a user becomes concerned about misuse and accesses the chat system. The user uses a device (e.g., a PC or smartphone) to input data into the chat interface. The software used on the device can include a web browser (e.g., Google Chrome, Mozilla Firefox) or a dedicated chat app (e.g., WhatsApp, Slack).

[0489] When a user accesses the chat system, the server automatically sends an initial response message, ready to address the user's concerns. The initial response message is generated based on a pre-defined template, such as "Hello, let's talk about your concerns about abuse. Please tell us more about them."

[0490] Gathering and analyzing detailed information

[0491] If the user types "I'm concerned about fraud," the server responds with the message "Let's talk about your fraud concerns. Please tell us more about them." The user then types, "I recently noticed some unfamiliar spending."

[0492] The server receives this and moves on to a process of requesting additional details. For example, it sends a message saying, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information. This analysis is performed using a database engine (such as MySQL or PostgreSQL) and an algorithm that uses a generative AI model.

[0493] Countermeasure proposals and automatic processing

[0494] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and suspend card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will use an API to report this to the relevant department and suspend card usage. RESTful APIs are generally used as the API.

[0495] Progress notification and follow-up actions

[0496] The server notifies the user of the progress of the procedure step by step, sending results in real time such as, "We have reported this to the relevant department and suspended your card. Issuing a new card usually takes 3-5 business days."

[0497] If the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact our support desk (phone number: 0123-456-789)."

[0498] Specific examples

[0499] A specific example of a prompt sentence is as follows:

[0500] User: "I'm concerned about abuse."

[0501] Server: "Let's talk about your concerns about misuse. What are they specifically?"

[0502] User: "I recently made a payment that I don't recognize."

[0503] Server: "Please tell me the date and amount of the expenditure."

[0504] User: "It looks like 10,000 yen was spent on October 1st."

[0505] Server: "I will report this to the appropriate department and suspend your card for investigation. Is that OK?"

[0506] User: "Yes, please."

[0507] Server: "We've notified the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[0508] User: "I had a similar issue last week. I have some other questions I'd like to discuss."

[0509] Server: "For other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[0510] In this way, users can quickly and effectively resolve concerns about fraud. The system reduces the burden on users and provides prompt and appropriate responses. Furthermore, companies can increase customer satisfaction through this system.

[0511] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0512] Step 1:

[0513] User accesses the system

[0514] Users use their device (PC or smartphone) to log in to the chat system's web page or dedicated application. The software used is a web browser (e.g., Google Chrome, Mozilla Firefox) or a chat app (e.g., WhatsApp, Slack). When the user enters their access information and clicks the "Login" button, an access request is sent from the device to the server. The server receives the request and authenticates the user. If authentication is successful, an HTML page for displaying the chat interface is sent to the device.

[0515] Step 2:

[0516] The server sends an initial response message

[0517] When a user logs in to the system, the server automatically generates and sends an initial response message. This message is generated based on a pre-configured template. The template may include content such as "Hello, let's discuss your concerns about abuse. Please tell us the details." The server creates a message based on the template and sends it to the terminal to be displayed in the user's chat window.

[0518] Step 3:

[0519] User enters suspected fraud

[0520] The user enters their fraud concerns into the chat interface, for example, "I recently made an unfamiliar expenditure," and clicks the "Send" button. The user's input is sent from the device to the server, which receives it and prepares to begin the process of collecting specific information about the fraud.

[0521] Step 4:

[0522] The server asks for more information

[0523] After receiving the user's input, the server then moves on to the process of requesting the necessary details. For example, the server might generate a message to send to the user saying, "Please tell me the date and amount of that expense." The server uses a generative AI model to automatically request appropriate additional information based on the user's input. The more detailed the user's input, the more specific and helpful the question the server can generate.

[0524] Step 5:

[0525] User provides details

[0526] The user enters additional details into the chat interface, for example, "It appears that 10,000 yen was spent on October 1st," and clicks the "Send" button. The user's input is sent from the device to the server, which stores the information in a database. The server uses a database engine (e.g., MySQL, PostgreSQL) to store the data for subsequent analysis.

[0527] Step 6:

[0528] The server analyzes the information and proposes countermeasures

[0529] Based on the acquired details, an analysis is performed to determine whether there is a strong suspicion of fraudulent use. The server uses a generative AI model to analyze the entered details. Based on the results of the analysis, the server generates a suggestion message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?" and sends it to the user. The suggestion message is written in simple language to help the user understand.

[0530] Step 7:

[0531] User agrees to the suggestion

[0532] The user decides whether to agree to the proposal. If they agree, they enter "Yes, please" and click the "Submit" button. The user's consent message is sent from the device to the server, and the server confirms consent. This input triggers the server to prepare to execute the automatic process.

[0533] Step 8:

[0534] The server performs automatic processing

[0535] After confirming the user's consent, the server uses an API to report to the relevant department and suspend card usage. For example, the server calls a RESTful API to connect to the system of a financial institution or card company. This allows the card to be suspended immediately. The server receives the API response and confirms that the process is complete.

[0536] Step 9:

[0537] Server notifies you of progress

[0538] The server notifies the user in real time about the progress of the process, for example by generating a message such as "We have reported this to the appropriate department and your card has been suspended. It usually takes 3-5 business days to issue a new card." This allows the user to be assured that their concerns are being addressed appropriately.

[0539] Step 10:

[0540] What to do if the user makes an additional inquiry

[0541] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server generates a standard message saying, "For other issues, please use the contact information in the customer support department. Please contact the support desk (telephone number: 0123-456-789)," and sends it to the user. The server has a function to provide multiple contact methods to ensure that the user's additional inquiry is handled reliably.

[0542] (Application example 1)

[0543] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0544] In recent years, with the spread of the Internet and electronic payments, concerns about fraudulent use have increased. It is particularly important for users to quickly detect fraudulent use of their accounts or cards and take appropriate measures. However, current systems often require users to provide detailed information and take timely action, resulting in complex processes and slow responses. Therefore, there is a need for an efficient system that allows users to safely address concerns about fraud and quickly implement necessary measures.

[0545] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0546] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a department in charge and suspending card use for an investigation of fraudulent use, means for providing the user with contact information for the department in charge, means for generating a program for executing the above procedures, and means for executing the procedures in real time based on the generated program, thereby enabling the user to quickly and reliably resolve the problem of fraudulent use.

[0547] "Means for accepting access from users" refers to a function that provides an interface for users to access the system if they have concerns about unauthorized use.

[0548] The "means for sending an initial response message to a user" is a function that allows the system to automatically send an initial message and start a dialogue when a user accesses the system.

[0549] The "means of obtaining specific details of fraudulent use from the user" is a function that provides a prompt for the user to enter details of fraudulent use, such as the date and amount, and collects that information.

[0550] "Means for identifying problems and proposing appropriate countermeasures based on detailed information on fraudulent use obtained" is a function that analyzes collected information, identifies fraudulent use, and proposes appropriate countermeasures to the user.

[0551] "Means of reporting to the relevant department and suspending card usage for the purpose of investigating fraudulent use" is a function that, when fraudulent use is confirmed, reports the information to the relevant department and temporarily suspends card usage.

[0552] The "means for providing the user with the contact information of the department in charge" is a function for providing the user with the contact information of the department in charge.

[0553] The "means for generating a program for executing the procedure" is a function for generating a program for automatically executing the required procedure based on information input by the user.

[0554] The "means for executing a procedure in real time based on the generated program" is a function for instantly executing a required procedure using the generated program.

[0555] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[0556] First, a user has concerns about fraudulent use and uses a device (e.g., a smartphone or smart glasses) to access the chat system. Once access is accepted, the server automatically sends an initial response message and prepares to address the user's concerns. For example, if the user types "I'm concerned about fraudulent use," the server responds with a message saying, "Let's talk about your concerns about fraud. Please tell us the details."

[0557] Next, if the user enters "I recently made an unfamiliar expenditure," the server will use that information to request additional details. For example, if the user is asked, "Please tell me the date and amount of the expenditure," and the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server will analyze the information, confirm the problem, and propose appropriate measures.

[0558] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server automates a series of procedures through an API (application programming interface). This allows the user to check the progress of the procedures as they occur and receive real-time results such as, "We have reported this to the relevant department and temporarily suspended your card usage. Issuing a new card usually takes 3-5 business days."

[0559] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact the support desk (telephone number: 0123-456-789)."

[0560] As a specific implementation, the following hardware and software are used:

[0561] 1. Hardware: Smartphone or smart glasses

[0562] 2. Software:

[0563] Programming language: Python

[0564] Libraries: requests (API calls), json (data processing)

[0565] API endpoints: APIs of popular security service providers

[0566] An example prompt for this system to automate additional details using a generative AI model:

[0567] "Users have questions about unfamiliar expenses and want to provide more information about them. Use that information to suggest what to do next."

[0568] In this way, users can quickly and effectively resolve their fraud concerns, and businesses can maintain user trust and increase customer satisfaction by providing fast and appropriate support.

[0569] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0570] Step 1:

[0571] The terminal receives concerns about fraudulent use from the user.

[0572] Input: A message from the user saying "I'm concerned about abuse."

[0573] Specific operation: Accepts user input through the chat interface on the device and sends it to the server.

[0574] Step 2:

[0575] The server sends an initial response message to the user.

[0576] Input: The message from the user accepted in step 1.

[0577] Output: A message to the user saying, "Let's talk about your abuse concerns. Please tell us what they are."

[0578] Specific operation: The server receives the user's message and sends a pre-programmed initial response message to the user.

[0579] Step 3:

[0580] The user enters details of the specific fraudulent activity, which the device then sends to the server.

[0581] Input: A message from the user saying, "I recently made an expense that I don't recognize."

[0582] Output: Detailed information about the server (e.g., "It appears that 10,000 yen was used on October 1st.").

[0583] Specific operation: The device accepts the user's details and sends them to the server.

[0584] Step 4:

[0585] The server sends a message to the user requesting additional details.

[0586] Input: The user's specific abuse details received in step 3.

[0587] Output: A message to the user saying "Please tell us the date and amount of the expense."

[0588] Specific operation: The server analyzes the user's message, determines that additional details are needed, and sends a message to the user requesting the additional details.

[0589] Step 5:

[0590] The server analyzes the detailed information, identifies the problem, and suggests appropriate measures.

[0591] Input: User-supplied details (e.g., "It appears that 10,000 yen was spent on October 1st.").

[0592] Output: A message proposing measures (e.g., "We will report this to the relevant department and suspend your card for investigation. Is this OK?").

[0593] What it does: The server analyzes the collected details, assesses whether there is any potential for abuse, and generates and sends a message to the user suggesting appropriate measures.

[0594] Step 6:

[0595] The user inputs whether or not they agree with the proposed measures, and the terminal sends this to the server.

[0596] Input: A "Yes, please" consent message from the user.

[0597] Output: The user consent message sent to the server.

[0598] Specific operation: The device accepts the user's consent message and sends it to the server.

[0599] Step 7:

[0600] The server uses the API to execute the procedure and notify the user of the results.

[0601] Input: The user consent message received in step 6.

[0602] Output: Processing result message ("We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card.").

[0603] Specific operation: The server receives the user's consent message, reports it to the relevant department via API, and carries out the card suspension procedure, then notifies the user of the execution result.

[0604] Step 8:

[0605] If the user has further inquiries, the terminal sends the input to the server, which provides the user with the appropriate contact information.

[0606] Input: A follow-up inquiry from the user (e.g., "I had a similar issue last week. I'd like to discuss something else.").

[0607] Output: A message to the user saying, "For any other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[0608] Specific operation: The terminal sends the user's additional inquiry to the server, and the server provides the user with appropriate contact information accordingly.

[0609] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[0610] This invention combines an emotion engine with a chat system to enable users to respond with confidence when there are concerns about fraudulent use. The system aims to analyze the user's emotional state through text-based communication between the user and the server, and respond effectively and carefully.

[0611] System Overview

[0612] First, a user becomes concerned about abuse and accesses the chat system. They open the chat interface using a device (e.g., a PC or smartphone) and type, "I'm concerned about abuse." When the server receives this message, it sends an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details."

[0613] The user responds, "I recently made an unfamiliar expense." The server then analyzes the user's input text and uses an emotion engine to recognize the user's emotional state. For example, if the server determines that the user is feeling anxious or irritated, it sends a polite, reassuring message that reflects that emotion.

[0614] Next, the server sends a question requesting detailed information, such as "Please tell me the date and amount of the expenditure." The user provides detailed information, such as "It appears that 10,000 yen was spent on October 1st."

[0615] Proposed procedure

[0616] After receiving detailed information from the user, the server again uses the emotion engine to check the user's current emotional state. The server then generates and sends a confirmation message saying, "We will report this to the relevant department for investigation and suspend the use of your card. Are you sure?" This message is also adjusted appropriately to take the user's emotions into consideration.

[0617] If the user agrees by saying "Yes, please," the server automatically reports the request to the relevant department and calls an API to suspend card usage. Once the process is complete, the server sends a further message indicating that the process has been completed, stating, "We have reported the request to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[0618] Automated processing and contact with the responsible department

[0619] During this process, the server continues to utilize the emotion engine to generate and send response messages for each step while appropriately managing the user's emotional state. For example, if the user is feeling anxious, the server adds a reassuring message such as, "We apologize for the concern. We will deal with this matter as soon as possible."

[0620] Responding to other inquiries

[0621] If the user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, too, the server will respond with appropriate words, taking into consideration the user's emotional state.

[0622] As a concrete example, when a user accesses a chat system that uses an emotion engine, the following process occurs.

[0623] 1. The user types, "I'm concerned about fraud."

[0624] 2. The server responds with an initial response: "Let's talk about your concerns about abuse. Please tell us what they are."

[0625] 3. The user responds, "I recently made a payment that I don't recognize."

[0626] 4. The server analyzes the user's emotions, determines that they are anxious, and asks for more information, such as "Please tell us the date and amount of the expense."

[0627] 5. The user provides detailed information, such as "It appears that 10,000 yen was used on October 1st."

[0628] 6. The server performs sentiment analysis again and politely asks, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?"

[0629] 7. The user agrees by saying "Yes, please."

[0630] 8. The server automatically reports to the relevant department, suspends card usage, and reports the result with the message, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[0631] 9. If the user reports other issues, the server will provide contact information for customer support.

[0632] As a result, the system can quickly alleviate users' anxieties and respond appropriately while taking into consideration their emotional state. It also reduces the burden on staff and improves customer satisfaction across the entire company.

[0633] The processing flow will be explained below.

[0634] Step 1:

[0635] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[0636] Step 2:

[0637] The server receives a message from the user. The server generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the specifics." and sends it to the user.

[0638] Step 3:

[0639] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[0640] Step 4:

[0641] The server receives the user's input and analyzes its text content. An emotion engine in the server runs to recognize the user's emotion (e.g., anxiety, irritation).

[0642] Step 5:

[0643] Generate a response message according to the user's emotional state. For example, if the user is feeling anxious, generate a polite message such as "Don't worry. Please tell us more about the situation." and send it to the user.

[0644] Step 6:

[0645] The server asks the user for more information, "Please tell me the date and amount of the expense."

[0646] Step 7:

[0647] The user enters detailed information such as "It appears that 10,000 yen was used on October 1st" and submits the form.

[0648] Step 8:

[0649] The server receives detailed information from the user and again analyzes the user's current emotional state using the emotion engine.

[0650] Step 9:

[0651] The problem is confirmed and appropriate countermeasures are proposed. The server generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend the use of your card. Is this OK?". The words chosen are polite and reassuring, depending on the user's feelings.

[0652] Step 10:

[0653] The user enters a message of consent saying "Yes, please" and submits.

[0654] Step 11:

[0655] The server reports the fraudulent use to the relevant department and calls an API to suspend the card. After the suspension is complete, an automated process sends a message to the user saying, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[0656] Step 12:

[0657] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[0658] Step 13:

[0659] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." The server chooses appropriate words to respond to the user's emotional state.

[0660] Example 2

[0661] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0662] In today's digital society, fraudulent online transactions are a serious issue. While prompt and appropriate responses to fraudulent transactions are required, traditional systems often provide one-sided responses that do not take into account the user's emotional state, leading to stress. Furthermore, coordination with the relevant department is often done manually, which can take a long time. As a result, this can lead to a decline in user satisfaction and a loss of corporate credibility.

[0663] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[0664] In this invention, the server includes means for accepting access from a user and sending an initial response message to the user, means for acquiring specific detailed information from the user, means for analyzing the user's emotions using an emotion analysis engine, means for adjusting and sending a response message to the user based on the analysis results, means for confirming the problem and proposing appropriate countermeasures based on the acquired detailed information, means for reporting to a responsible department for investigation and suspending card usage, and means for providing the user with the contact information of the responsible department. This enables a courteous and prompt response that takes the user's emotions into consideration, thereby improving user satisfaction and maintaining the company's credibility.

[0665] A "chat system" is a system that allows users to communicate with a server in real time using text.

[0666] A "means for accepting access" is a method for receiving communications or requests from users and allowing them to connect to the system.

[0667] An "initial response message" is an automatically generated reply message that the system sends in response to an initial inquiry from a user.

[0668] The "means for obtaining detailed information" is a method for collecting specific information provided by the user.

[0669] A "sentiment analysis engine" is a tool or service that analyzes text data to identify a user's emotional state (e.g., anxiety or irritation).

[0670] The "means for adjusting and transmitting a response message" is a method for generating and transmitting an appropriate message according to the emotional state of the user based on the analysis results.

[0671] The "means for proposing appropriate measures" is a method for presenting solutions to problems to users based on the acquired information and analysis results.

[0672] A "card suspension means" is a method for performing an operation to temporarily disable a user's financial transaction card.

[0673] "Means for providing contact information for the department in charge" refers to a method for providing contact information (telephone number and email address) to the user if further support is required.

[0674] The present invention is a chat system that quickly and effectively addresses users' concerns about abuse. The system analyzes users' emotional states through text-based communication between the user and the server and takes appropriate measures. Several hardware and software components are used to implement the present invention.

[0675] First, a user accesses the chat system's interface using a device (e.g., a PC or smartphone). The interface is typically provided as a web browser or dedicated app. The user enters "I'm concerned about abuse" and presses the send button. The server receives this message and begins processing it using a message queue such as Apache Kafka. The server then generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[0676] Next, when the user responds with, "I recently made an unfamiliar expense," the server uses a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services) to analyze the user's emotional state. The sentiment analysis engine analyzes the text data and determines that the user is feeling anxious. Based on this result, the server adjusts the response message to the user and sends, "Please tell me the date and amount of the expense."

[0677] When the user provides detailed information such as "It appears that 10,000 yen was used on October 1st," the server again uses the emotion analysis engine to confirm the user's current emotional state.The server then generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?" and sends it to the user.

[0678] If the user agrees by saying "Yes, please," the server calls the credit card company's API and suspends the card. Once this process is complete, the server generates a procedure completion message that reads, "We have reported this to the relevant department and suspended the card's use. Issuing a new card usually takes 3-5 business days," and sends it to the user.

[0679] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, the emotion analysis engine will also take into consideration the user's emotional state.

[0680] As a specific example, if a user accesses a chat system and types "I am concerned about fraudulent use," the server will generate and respond with the following prompt:

[0681] "I recently noticed an expense I don't recognize. I'm concerned about fraud. What should I do?"

[0682] As a result, this system can quickly alleviate users' anxieties and respond appropriately, taking into consideration their emotional state, thereby improving user satisfaction and maintaining the company's credibility.

[0683] The flow of the identification process in the second embodiment will be described with reference to FIG.

[0684] Step 1: Access the chat system and enter your initial message

[0685] The user operates a device (PC or smartphone) to open the chat system interface.

[0686] input:

[0687] The user enters "I am concerned about fraudulent use" in the text box and clicks the submit button.

[0688] output:

[0689] The user's message is sent to the server.

[0690] Step 2: Sending the initial response message

[0691] The server receives user input and initiates processing using a message queue such as Apache Kafka.

[0692] input:

[0693] The server receives the message "I'm concerned about fraud" from the user.

[0694] output:

[0695] The server generates an initial response message: "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[0696] Step 3: Provide more information

[0697] The user responds, "I recently made a payment that I don't recognize."

[0698] input:

[0699] A message is sent to the server providing the user's details: "I recently made an unrecognized expenditure."

[0700] output:

[0701] The server receives this message and uses it as input data for sentiment analysis.

[0702] Step 4: Perform sentiment analysis

[0703] The server sends the received text to an emotion analysis engine to analyze the user's emotional state.

[0704] input:

[0705] The user-provided text, "I recently made an unfamiliar expense," is sent to a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services).

[0706] output:

[0707] The emotion analysis engine receives an analysis result indicating that the user is feeling "anxiety."

[0708] Step 5: Respond with Emotional Sensitivity

[0709] The server adjusts the response message to the user based on the emotion analysis results.

[0710] input:

[0711] The result of the emotion analysis engine's analysis was "Users are feeling anxious."

[0712] output:

[0713] The server generates a polite response message saying, "Please tell us the date and amount of the expense." and sends it to the user via the REST API.

[0714] Step 6: Enter your details

[0715] The user provides detailed information such as "It appears that 10,000 yen was used on October 1st."

[0716] input:

[0717] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent to the server.

[0718] output:

[0719] The server receives this detailed information and uses it as input data for further sentiment analysis.

[0720] Step 7: Re-analyze and confirm sentiment

[0721] The server sends the detailed information back to the emotion analysis to ascertain the user's emotional state.

[0722] input:

[0723] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent again to the sentiment analysis engine.

[0724] output:

[0725] Receive the analysis results from the emotion analysis engine and confirm the user's emotional state.

[0726] Step 8: Confirm card suspension

[0727] Based on the results of the emotion analysis, the server generates a confirmation message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?"

[0728] input:

[0729] The results of the sentiment analysis engine and detailed information provided by the user.

[0730] output:

[0731] The server generates a confirmation message and sends it to the user via a REST API.

[0732] Step 9: User consent

[0733] The user agrees by saying "Yes, please."

[0734] input:

[0735] The user answers "Yes, please" and sends it to the server.

[0736] output:

[0737] The server receives this consent message.

[0738] Step 10: Cancellation of card usage

[0739] The server calls the credit card company's API to suspend card usage.

[0740] input:

[0741] User consent and associated card details.

[0742] output:

[0743] The execution result of the card usage suspension process is obtained.

[0744] Step 11: Processing completion notification

[0745] Once the server has completed the card suspension process, it generates a completion notification message stating, "We have reported this to the relevant department and temporarily suspended your card. Issuing a new card usually takes 3-5 business days."

[0746] input:

[0747] Execution result of card suspension process.

[0748] output:

[0749] The server generates a completion notification message and sends it to the user via the REST API.

[0750] Step 12: Responding to additional inquiries

[0751] The user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss."

[0752] The server receives the additional inquiry message and generates a message providing contact information for customer support.

[0753] input:

[0754] An additional query message for the user.

[0755] output:

[0756] The server generates a message stating, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)," and sends it to the user via the REST API.

[0757] (Application example 2)

[0758] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the smart glasses 214 will be referred to as a "terminal."

[0759] In today's world, concerns about fraudulent use have a serious impact on users. Conventional chat systems typically respond in a uniform manner without considering the user's emotional state, making it difficult to completely alleviate users' anxiety and frustration. Furthermore, obtaining detailed information about fraudulent use and taking action steps are often slow, often resulting in a loss of user peace of mind. Furthermore, there is an increasing need to automate each process of fraud investigation.

[0760] The identification process by the identification processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes: means for accepting access from a user; means for sending an initial response message to the user; means for acquiring detailed information about specific fraudulent use from the user; means for identifying the problem and proposing appropriate countermeasures based on the acquired detailed information about fraudulent use and the user's emotional state; means for reporting the fraudulent use to a responsible department and temporarily suspending the use of assets for an investigation; means for providing the user with the contact information for the responsible department; means including an engine for analyzing the user's emotional state; and means for generating and sending an appropriate response message based on the user's emotional state. This enables a prompt and accurate response while taking the user's emotions into consideration.

[0761] "User emotional state" refers to the psychological or emotional state that is analyzed from the text that the user enters into the chat system.

[0762] "Sentiment analysis engine" refers to software and algorithms for analyzing user-entered text and determining the user's emotional state from that text.

[0763] An "appropriate response message" refers to a reply message that is tailored to give a sense of security and trust based on the user's emotional state as determined by the emotion analysis engine.

[0764] An "initial response message" refers to a reply message that is automatically sent when a user first accesses the chat system.

[0765] "Fraud Details" refers to specific data and information about suspicious transactions or expenditures reported by users through the chat system.

[0766] "Identifying the problem and proposing appropriate countermeasures" refers to verifying suspected fraudulent use based on the detailed information of the fraudulent use obtained and the user's emotional state, and proposing necessary countermeasures to the user.

[0767] "Asset Suspension" refers to temporarily restricting the use of the relevant credit card or other assets when there is a concern of fraudulent use.

[0768] "Providing contact information for the department in charge" means providing contact information for the department that can respond appropriately when the user makes additional inquiries.

[0769] "Means for reporting to the responsible department and suspending the use of assets" refers to an automated process for automatically reporting to the responsible department based on detailed information about unauthorized use and suspending the use of the relevant assets.

[0770] The present invention is a chat system for providing appropriate responses based on a user's emotional state. The system aims to take prompt and appropriate measures when a user becomes concerned about fraudulent use. An embodiment of the system is described in detail below.

[0771] System configuration

[0772] This system mainly consists of the following components:

[0773] Terminal: The device used by the user to access the service (e.g., a smartphone).

[0774] Server: The central part of the chat system, managing and executing various processes.

[0775] Sentiment analysis engine: Software that analyzes the user's input text and determines their emotional state.

[0776] API: An interface for automatically reporting to the relevant department and suspending asset usage.

[0777] Program processing

[0778] The server processes the following steps: First, when a user accesses the chat system with concerns about abuse, it receives the message. It uses an emotion analysis engine (specifically, OpenAI's API) to determine the user's emotional state from the text they input. It also sends an initial response message and obtains specific details from the user.

[0779] The system then uses the detailed information obtained to identify the problem and propose appropriate solutions.The system also uses a sentiment analysis engine to continuously monitor the user's emotional state and generate and send reassuring response messages as needed.

[0780] Specific examples of hardware and software used

[0781] Hardware: A smartphone for user access.

[0782] software:

[0783] OpenAI's API is used as the sentiment analysis engine.

[0784] Response message generation based on user emotional state

[0785] API interface for reporting to the relevant department and suspending asset usage

[0786] Processing flow

[0787] 1. User Access:

[0788] A user types into the chat system, "I recently made an expense that I don't recognize."

[0789] The server receives this message and uses an emotion analysis engine to determine the user's emotional state (e.g., anxiety).

[0790] 2. Get more information:

[0791] The server automatically sends an initial response message: "We apologize for any inconvenience caused. We will address this matter as soon as possible. Please let us know the details."

[0792] Receive detailed information about specific fraudulent activity from the user (e.g., "It appears that 10,000 yen was used on October 1st.").

[0793] 3. Identifying the problem and proposing solutions:

[0794] The server continues to analyze emotions and proposes appropriate measures based on the user's emotional state.

[0795] Politely confirm by asking, "We will report this to the relevant department and suspend your card usage for investigation purposes. Is that okay?"

[0796] 4. Automating procedures:

[0797] If the user agrees, the relevant department will be notified via API and the card will be temporarily suspended.

[0798] Once the process is complete, you will receive a message stating, "We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[0799] Example prompt sentences

[0800] Here is an example where the following prompt sentence is sent to the sentiment analysis engine in response to input from the user:

[0801] Message from user: I recently made an expense that I don't recognize.

[0802] Analyze the user's emotions and determine if they are anxious or frustrated.

[0803] As a result, it is possible to respond quickly and appropriately while taking into consideration the user's feelings, thereby quickly alleviating the user's anxiety and improving customer satisfaction across the entire company.

[0804] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[0805] Step 1:

[0806] The user accesses the chat system and inputs their concerns about fraud. Specifically, the user opens the chat interface on their smartphone and enters a message such as, "I recently made an unfamiliar expenditure." This becomes the input data. The server receives this message and proceeds to the next step.

[0807] Step 2:

[0808] The server sends the input message to the emotion analysis engine, which analyzes the user's emotional state. The emotion analysis engine (OpenAI's API) determines the user's emotion from the text and outputs the result "anxiety." The server receives the result of this emotion analysis.

[0809] Step 3:

[0810] The server generates an initial response message based on the results of the sentiment analysis and sends it to the user. The generated message is "We apologize for causing you concern. We will deal with this matter as soon as possible. Please let us know the details." This becomes the output data. The server sends this message to the user's smartphone.

[0811] Step 4:

[0812] The user enters specific details of fraudulent use in chat. For example, they enter detailed information such as "It appears that 10,000 yen was used on October 1st." This becomes new input data. The server receives this detailed information.

[0813] Step 5:

[0814] The server uses the emotion analysis engine again on the received detailed information to reassess the user's emotion. The analysis engine again outputs the emotion "anxiety." Based on this result, the server generates a confirmation message saying, "We will report this to the relevant department and temporarily suspend the use of the asset for investigation. Is this OK?" and sends it to the user. This becomes the output data.

[0815] Step 6:

[0816] The user responds to the confirmation message by typing "Yes, please." This becomes the next input data. The server receives this consent.

[0817] Step 7:

[0818] The server calls the API to automatically report to the department in charge and suspend the use of the asset. The API notifies the system of the suspension of asset use along with the report, and as a result generates a message saying, "We have reported to the department in charge and suspended the use of the asset. It usually takes 3-5 business days to issue a new card." This is the final output data.

[0819] Step 8:

[0820] The server then sends the final output data to the user's smartphone, completing the process. All the results of the response are displayed on the user's device, providing a situation where the user can deal with the problem with peace of mind.

[0821] The specific processing unit 290 transmits the result of the specific processing to the smart glasses 214. In the smart glasses 214, the control unit 46A causes the speaker 240 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0822] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[0823] In the above embodiment, an example in which the specific processing is performed by the data processing device 12 has been given, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the smart glasses 214.

[0824] [Third embodiment]

[0825] FIG. 5 shows an example of the configuration of a data processing system 310 according to the third embodiment.

[0826] 5, the data processing system 310 includes the data processing device 12 and a headset type terminal 314. An example of the data processing device 12 is a server.

[0827] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0828] The headset type terminal 314 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a display 343. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the display 343 are also connected to the bus 52.

[0829] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[0830] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0831] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0832] Fig. 6 shows an example of the main functions of the data processing device 12 and the headset type terminal 314. As shown in Fig. 6, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0833] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0834] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0835] In the headset type terminal 314, a reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0836] Next, a description will be given of the identification process performed by the identification processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as the "server" and the headset type terminal 314 will be referred to as the "terminal."

[0837] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[0838] System Overview

[0839] First, a user becomes concerned about fraudulent use and accesses the chat system. They enter information into the chat interface using a device (e.g., a PC or smartphone). When the user accesses the chat system, the server automatically sends an initial response message, preparing to address the user's concerns.

[0840] To give a concrete example, if a user types "I'm concerned about fraud," the server responds with the message, "Let's talk about your concerns about fraud. Please tell us the details." The user then goes on to type, "I recently made an unfamiliar expense."

[0841] After receiving the information from the user, the server moves on to a process of requesting additional details. For example, it may ask a detailed question such as, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information, confirms the problem, and proposes appropriate countermeasures.

[0842] Proposed procedure

[0843] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will automatically report this to the relevant department and begin the process of temporarily suspending your card usage.

[0844] Automated processing and contact with the responsible department

[0845] During this process, the server automates a series of procedures through API, allowing users to check the progress of the procedure step by step and receive real-time results such as, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[0846] Responding to other inquiries

[0847] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact information of our customer support department. Please contact the support desk (telephone number: 0123-456-789)." In this way, the system is designed to provide the user with the information they need promptly.

[0848] The above is an embodiment of the present invention. This system allows users to quickly and effectively resolve concerns about fraudulent use and reduces the burden on staff. It also allows companies to maintain user trust and increase customer satisfaction by providing prompt and appropriate support.

[0849] The processing flow will be explained below.

[0850] Step 1:

[0851] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[0852] Step 2:

[0853] The server receives input from the user, automatically generates an initial response message that says, "Let's talk about your abuse concerns. Please tell us what they are specifically." and sends it to the user.

[0854] Step 3:

[0855] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[0856] Step 4:

[0857] The server receives and analyzes the user's specific information, and then generates a query message requesting detailed information, such as "Please tell me the date and amount of the expenditure," and sends it to the user.

[0858] Step 5:

[0859] In response to the server's question, the user enters detailed information such as "It appears that 10,000 yen was used on October 1st," and submits the request.

[0860] Step 6:

[0861] The server analyzes the details received from the user, determines that there is a suspicion of fraudulent use, generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Are you sure?" and sends it to the user.

[0862] Step 7:

[0863] The user enters a message of consent, such as "Yes, please," in response to the server's confirmation message and submits it.

[0864] Step 8:

[0865] The server reports the suspected fraudulent use to the relevant department and calls an API to suspend card usage. The server receives the results of the processing and generates a procedure completion message stating, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days." and sends it to the user.

[0866] Step 9:

[0867] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[0868] Step 10:

[0869] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." and sends it to the user.

[0870] Example 1

[0871] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[0872] There is a need for a means to enable users who suspect fraudulent use occurring over the Internet to respond quickly and effectively. However, many of the systems currently in common use are not effective in obtaining detailed information about fraudulent use, proposing appropriate countermeasures, or providing prompt processing. Furthermore, users must manually check the details of fraudulent use and report them to the relevant departments, which is a time-consuming process. Therefore, a system is needed that reduces the burden on users and allows for prompt and effective response to fraudulent use.

[0873] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[0874] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a responsible department and suspending card use for fraudulent use investigation, and means for providing the user with the contact information of the responsible department. This allows the user to quickly and easily provide detailed information about fraudulent use and receive appropriate countermeasures. Furthermore, the automated procedure significantly reduces the burden on the user, enabling faster processing and more effective countermeasures.

[0875] "User" refers to any person or entity who uses the System and accesses it to address concerns of abuse.

[0876] "Server" refers to a central computer system that receives input information sent by users, processes it, and takes any necessary action.

[0877] "Means for accepting access" refers to the functionality, including the interface and authentication mechanisms, that allow users to access the system.

[0878] The "means for sending an initial response message" refers to a function that automatically generates a response message and sends it to a user when the user accesses the system.

[0879] "Means for capturing fraud details" refers to the interfaces and processes for collecting information from users regarding specific fraud concerns.

[0880] "Means for identifying the problem and proposing appropriate measures" refers to the algorithms and logic used to analyze the details of the fraudulent use obtained and to suggest necessary measures and countermeasures to the user.

[0881] "Means for reporting to the appropriate department and suspending card usage" refers to the process by which the system automatically reports to a specific department and temporarily suspends card usage in response to fraudulent use.

[0882] "Means for providing contact details of relevant departments" refers to a function that provides contact details of relevant departments so that users can receive further inquiries or support.

[0883] "Automatic solicitation" refers to algorithms and rule sets that allow the system to automatically request additional details based on the initial information provided by the user.

[0884] "Means of automatic execution through API" refers to a function that uses an API to communicate with external systems and services and automatically performs specified processing.

[0885] The present invention provides a chat system that can quickly and effectively address concerns about fraudulent use. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The following describes in detail the preferred embodiments of the present invention.

[0886] System Overview

[0887] First, a user becomes concerned about misuse and accesses the chat system. The user uses a device (e.g., a PC or smartphone) to input data into the chat interface. The software used on the device can include a web browser (e.g., Google Chrome, Mozilla Firefox) or a dedicated chat app (e.g., WhatsApp, Slack).

[0888] When a user accesses the chat system, the server automatically sends an initial response message, ready to address the user's concerns. The initial response message is generated based on a pre-defined template, such as "Hello, let's talk about your concerns about abuse. Please tell us more about them."

[0889] Gathering and analyzing detailed information

[0890] If the user types "I'm concerned about fraud," the server responds with the message "Let's talk about your fraud concerns. Please tell us more about them." The user then types, "I recently noticed some unfamiliar spending."

[0891] The server receives this and moves on to a process of requesting additional details. For example, it sends a message saying, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information. This analysis is performed using a database engine (such as MySQL or PostgreSQL) and an algorithm that uses a generative AI model.

[0892] Countermeasure proposals and automatic processing

[0893] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and suspend card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will use an API to report this to the relevant department and suspend card usage. RESTful APIs are generally used as the API.

[0894] Progress notification and follow-up actions

[0895] The server notifies the user of the progress of the procedure step by step, sending results in real time such as, "We have reported this to the relevant department and suspended your card. Issuing a new card usually takes 3-5 business days."

[0896] If the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact our support desk (phone number: 0123-456-789)."

[0897] Specific examples

[0898] A specific example of a prompt sentence is as follows:

[0899] User: "I'm concerned about abuse."

[0900] Server: "Let's talk about your concerns about misuse. What are they specifically?"

[0901] User: "I recently made a payment that I don't recognize."

[0902] Server: "Please tell me the date and amount of the expenditure."

[0903] User: "It looks like 10,000 yen was spent on October 1st."

[0904] Server: "I will report this to the appropriate department and suspend your card for investigation. Is that OK?"

[0905] User: "Yes, please."

[0906] Server: "We've notified the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[0907] User: "I had a similar issue last week. I have some other questions I'd like to discuss."

[0908] Server: "For other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[0909] In this way, users can quickly and effectively resolve concerns about fraud. The system reduces the burden on users and provides prompt and appropriate responses. Furthermore, companies can increase customer satisfaction through this system.

[0910] The flow of the identification process in the first embodiment will be described with reference to FIG.

[0911] Step 1:

[0912] User accesses the system

[0913] Users use their device (PC or smartphone) to log in to the chat system's web page or dedicated application. The software used is a web browser (e.g., Google Chrome, Mozilla Firefox) or a chat app (e.g., WhatsApp, Slack). When the user enters their access information and clicks the "Login" button, an access request is sent from the device to the server. The server receives the request and authenticates the user. If authentication is successful, an HTML page for displaying the chat interface is sent to the device.

[0914] Step 2:

[0915] The server sends an initial response message

[0916] When a user logs in to the system, the server automatically generates and sends an initial response message. This message is generated based on a pre-configured template. The template may include content such as "Hello, let's discuss your concerns about abuse. Please tell us the details." The server creates a message based on the template and sends it to the terminal to be displayed in the user's chat window.

[0917] Step 3:

[0918] User enters suspected fraud

[0919] The user enters their fraud concerns into the chat interface, for example, "I recently made an unfamiliar expenditure," and clicks the "Send" button. The user's input is sent from the device to the server, which receives it and prepares to begin the process of collecting specific information about the fraud.

[0920] Step 4:

[0921] The server asks for more information

[0922] After receiving the user's input, the server then moves on to the process of requesting the necessary details. For example, the server might generate a message to send to the user saying, "Please tell me the date and amount of that expense." The server uses a generative AI model to automatically request appropriate additional information based on the user's input. The more detailed the user's input, the more specific and helpful the question the server can generate.

[0923] Step 5:

[0924] User provides details

[0925] The user enters additional details into the chat interface, for example, "It appears that 10,000 yen was spent on October 1st," and clicks the "Send" button. The user's input is sent from the device to the server, which stores the information in a database. The server uses a database engine (e.g., MySQL, PostgreSQL) to store the data for subsequent analysis.

[0926] Step 6:

[0927] The server analyzes the information and proposes countermeasures

[0928] Based on the acquired details, an analysis is performed to determine whether there is a strong suspicion of fraudulent use. The server uses a generative AI model to analyze the entered details. Based on the results of the analysis, the server generates a suggestion message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?" and sends it to the user. The suggestion message is written in simple language to help the user understand.

[0929] Step 7:

[0930] User agrees to the suggestion

[0931] The user decides whether to agree to the proposal. If they agree, they enter "Yes, please" and click the "Submit" button. The user's consent message is sent from the device to the server, and the server confirms consent. This input triggers the server to prepare to execute the automatic process.

[0932] Step 8:

[0933] The server performs automatic processing

[0934] After confirming the user's consent, the server uses an API to report to the relevant department and suspend card usage. For example, the server calls a RESTful API to connect to the system of a financial institution or card company. This allows the card to be suspended immediately. The server receives the API response and confirms that the process is complete.

[0935] Step 9:

[0936] Server notifies you of progress

[0937] The server notifies the user in real time about the progress of the process, for example by generating a message such as "We have reported this to the appropriate department and your card has been suspended. It usually takes 3-5 business days to issue a new card." This allows the user to be assured that their concerns are being addressed appropriately.

[0938] Step 10:

[0939] What to do if the user makes an additional inquiry

[0940] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server generates a standard message saying, "For other issues, please use the contact information in the customer support department. Please contact the support desk (telephone number: 0123-456-789)," and sends it to the user. The server has a function to provide multiple contact methods to ensure that the user's additional inquiry is handled reliably.

[0941] (Application example 1)

[0942] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[0943] In recent years, with the spread of the Internet and electronic payments, concerns about fraudulent use have increased. It is particularly important for users to quickly detect fraudulent use of their accounts or cards and take appropriate measures. However, current systems often require users to provide detailed information and take timely action, resulting in complex processes and slow responses. Therefore, there is a need for an efficient system that allows users to safely address concerns about fraud and quickly implement necessary measures.

[0944] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[0945] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a department in charge and suspending card use for an investigation of fraudulent use, means for providing the user with contact information for the department in charge, means for generating a program for executing the above procedures, and means for executing the procedures in real time based on the generated program, thereby enabling the user to quickly and reliably resolve the problem of fraudulent use.

[0946] "Means for accepting access from users" refers to a function that provides an interface for users to access the system if they have concerns about unauthorized use.

[0947] The "means for sending an initial response message to a user" is a function that allows the system to automatically send an initial message and start a dialogue when a user accesses the system.

[0948] The "means of obtaining specific details of fraudulent use from the user" is a function that provides a prompt for the user to enter details of fraudulent use, such as the date and amount, and collects that information.

[0949] "Means for identifying problems and proposing appropriate countermeasures based on detailed information on fraudulent use obtained" is a function that analyzes collected information, identifies fraudulent use, and proposes appropriate countermeasures to the user.

[0950] "Means of reporting to the relevant department and suspending card usage for the purpose of investigating fraudulent use" is a function that, when fraudulent use is confirmed, reports the information to the relevant department and temporarily suspends card usage.

[0951] The "means for providing the user with the contact information of the department in charge" is a function for providing the user with the contact information of the department in charge.

[0952] The "means for generating a program for executing the procedure" is a function for generating a program for automatically executing the required procedure based on information input by the user.

[0953] The "means for executing a procedure in real time based on the generated program" is a function for instantly executing a required procedure using the generated program.

[0954] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[0955] First, a user has concerns about fraudulent use and uses a device (e.g., a smartphone or smart glasses) to access the chat system. Once access is accepted, the server automatically sends an initial response message and prepares to address the user's concerns. For example, if the user types "I'm concerned about fraudulent use," the server responds with a message saying, "Let's talk about your concerns about fraud. Please tell us the details."

[0956] Next, if the user enters "I recently made an unfamiliar expenditure," the server will use that information to request additional details. For example, if the user is asked, "Please tell me the date and amount of the expenditure," and the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server will analyze the information, confirm the problem, and propose appropriate measures.

[0957] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server automates a series of procedures through an API (application programming interface). This allows the user to check the progress of the procedures as they occur and receive real-time results such as, "We have reported this to the relevant department and temporarily suspended your card usage. Issuing a new card usually takes 3-5 business days."

[0958] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact the support desk (telephone number: 0123-456-789)."

[0959] As a specific implementation, the following hardware and software are used:

[0960] 1. Hardware: Smartphone or smart glasses

[0961] 2. Software:

[0962] Programming language: Python

[0963] Libraries: requests (API calls), json (data processing)

[0964] API endpoints: APIs of popular security service providers

[0965] An example prompt for this system to automate additional details using a generative AI model:

[0966] "Users have questions about unfamiliar expenses and want to provide more information about them. Use that information to suggest what to do next."

[0967] In this way, users can quickly and effectively resolve their fraud concerns, and businesses can maintain user trust and increase customer satisfaction by providing fast and appropriate support.

[0968] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[0969] Step 1:

[0970] The terminal receives concerns about fraudulent use from the user.

[0971] Input: A message from the user saying "I'm concerned about abuse."

[0972] Specific operation: Accepts user input through the chat interface on the device and sends it to the server.

[0973] Step 2:

[0974] The server sends an initial response message to the user.

[0975] Input: The message from the user accepted in step 1.

[0976] Output: A message to the user saying, "Let's talk about your abuse concerns. Please tell us what they are."

[0977] Specific operation: The server receives the user's message and sends a pre-programmed initial response message to the user.

[0978] Step 3:

[0979] The user enters details of the specific fraudulent activity, which the device then sends to the server.

[0980] Input: A message from the user saying, "I recently made an expense that I don't recognize."

[0981] Output: Detailed information about the server (e.g., "It appears that 10,000 yen was used on October 1st.").

[0982] Specific operation: The device accepts the user's details and sends them to the server.

[0983] Step 4:

[0984] The server sends a message to the user requesting additional details.

[0985] Input: The user's specific abuse details received in step 3.

[0986] Output: A message to the user saying "Please tell us the date and amount of the expense."

[0987] Specific operation: The server analyzes the user's message, determines that additional details are needed, and sends a message to the user requesting the additional details.

[0988] Step 5:

[0989] The server analyzes the detailed information, identifies the problem, and suggests appropriate measures.

[0990] Input: User-supplied details (e.g., "It appears that 10,000 yen was spent on October 1st.").

[0991] Output: A message proposing measures (e.g., "We will report this to the relevant department and suspend your card for investigation. Is this OK?").

[0992] What it does: The server analyzes the collected details, assesses whether there is any potential for abuse, and generates and sends a message to the user suggesting appropriate measures.

[0993] Step 6:

[0994] The user inputs whether or not they agree with the proposed measures, and the terminal sends this to the server.

[0995] Input: A "Yes, please" consent message from the user.

[0996] Output: The user consent message sent to the server.

[0997] Specific operation: The device accepts the user's consent message and sends it to the server.

[0998] Step 7:

[0999] The server uses the API to execute the procedure and notify the user of the results.

[1000] Input: The user consent message received in step 6.

[1001] Output: Processing result message ("We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card.").

[1002] Specific operation: The server receives the user's consent message, reports it to the relevant department via API, and carries out the card suspension procedure, then notifies the user of the execution result.

[1003] Step 8:

[1004] If the user has further inquiries, the terminal sends the input to the server, which provides the user with the appropriate contact information.

[1005] Input: A follow-up inquiry from the user (e.g., "I had a similar issue last week. I'd like to discuss something else.").

[1006] Output: A message to the user saying, "For any other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[1007] Specific operation: The terminal sends the user's additional inquiry to the server, and the server provides the user with appropriate contact information accordingly.

[1008] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[1009] This invention combines an emotion engine with a chat system to enable users to respond with confidence when there are concerns about fraudulent use. The system aims to analyze the user's emotional state through text-based communication between the user and the server, and respond effectively and carefully.

[1010] System Overview

[1011] First, a user becomes concerned about abuse and accesses the chat system. They open the chat interface using a device (e.g., a PC or smartphone) and type, "I'm concerned about abuse." When the server receives this message, it sends an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details."

[1012] The user responds, "I recently made an unfamiliar expense." The server then analyzes the user's input text and uses an emotion engine to recognize the user's emotional state. For example, if the server determines that the user is feeling anxious or irritated, it sends a polite, reassuring message that reflects that emotion.

[1013] Next, the server sends a question requesting detailed information, such as "Please tell me the date and amount of the expenditure." The user provides detailed information, such as "It appears that 10,000 yen was spent on October 1st."

[1014] Proposed procedure

[1015] After receiving detailed information from the user, the server again uses the emotion engine to check the user's current emotional state. The server then generates and sends a confirmation message saying, "We will report this to the relevant department for investigation and suspend the use of your card. Are you sure?" This message is also adjusted appropriately to take the user's emotions into consideration.

[1016] If the user agrees by saying "Yes, please," the server automatically reports the request to the relevant department and calls an API to suspend card usage. Once the process is complete, the server sends a further message indicating that the process has been completed, stating, "We have reported the request to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[1017] Automated processing and contact with the responsible department

[1018] During this process, the server continues to utilize the emotion engine to generate and send response messages for each step while appropriately managing the user's emotional state. For example, if the user is feeling anxious, the server adds a reassuring message such as, "We apologize for the concern. We will deal with this matter as soon as possible."

[1019] Responding to other inquiries

[1020] If the user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, too, the server will respond with appropriate words, taking into consideration the user's emotional state.

[1021] As a concrete example, when a user accesses a chat system that uses an emotion engine, the following process occurs.

[1022] 1. The user types, "I'm concerned about fraud."

[1023] 2. The server responds with an initial response: "Let's talk about your concerns about abuse. Please tell us what they are."

[1024] 3. The user responds, "I recently made a payment that I don't recognize."

[1025] 4. The server analyzes the user's emotions, determines that they are anxious, and asks for more information, such as "Please tell us the date and amount of the expense."

[1026] 5. The user provides detailed information, such as "It appears that 10,000 yen was used on October 1st."

[1027] 6. The server performs sentiment analysis again and politely asks, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?"

[1028] 7. The user agrees by saying "Yes, please."

[1029] 8. The server automatically reports to the relevant department, suspends card usage, and reports the result with the message, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[1030] 9. If the user reports other issues, the server will provide contact information for customer support.

[1031] As a result, the system can quickly alleviate users' anxieties and respond appropriately while taking into consideration their emotional state. It also reduces the burden on staff and improves customer satisfaction across the entire company.

[1032] The processing flow will be explained below.

[1033] Step 1:

[1034] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[1035] Step 2:

[1036] The server receives a message from the user. The server generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the specifics." and sends it to the user.

[1037] Step 3:

[1038] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[1039] Step 4:

[1040] The server receives the user's input and analyzes its text content. An emotion engine in the server runs to recognize the user's emotion (e.g., anxiety, irritation).

[1041] Step 5:

[1042] Generate a response message according to the user's emotional state. For example, if the user is feeling anxious, generate a polite message such as "Don't worry. Please tell us more about the situation." and send it to the user.

[1043] Step 6:

[1044] The server asks the user for more information, "Please tell me the date and amount of the expense."

[1045] Step 7:

[1046] The user enters detailed information such as "It appears that 10,000 yen was used on October 1st" and submits the form.

[1047] Step 8:

[1048] The server receives detailed information from the user and again analyzes the user's current emotional state using the emotion engine.

[1049] Step 9:

[1050] The problem is confirmed and appropriate countermeasures are proposed. The server generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend the use of your card. Is this OK?". The words chosen are polite and reassuring, depending on the user's feelings.

[1051] Step 10:

[1052] The user enters a message of consent saying "Yes, please" and submits.

[1053] Step 11:

[1054] The server reports the fraudulent use to the relevant department and calls an API to suspend the card. After the suspension is complete, an automated process sends a message to the user saying, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[1055] Step 12:

[1056] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[1057] Step 13:

[1058] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." The server chooses appropriate words to respond to the user's emotional state.

[1059] Example 2

[1060] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1061] In today's digital society, fraudulent online transactions are a serious issue. While prompt and appropriate responses to fraudulent transactions are required, traditional systems often provide one-sided responses that do not take into account the user's emotional state, leading to stress. Furthermore, coordination with the relevant department is often done manually, which can take a long time. As a result, this can lead to a decline in user satisfaction and a loss of corporate credibility.

[1062] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[1063] In this invention, the server includes means for accepting access from a user and sending an initial response message to the user, means for acquiring specific detailed information from the user, means for analyzing the user's emotions using an emotion analysis engine, means for adjusting and sending a response message to the user based on the analysis results, means for confirming the problem and proposing appropriate countermeasures based on the acquired detailed information, means for reporting to a responsible department for investigation and suspending card usage, and means for providing the user with the contact information of the responsible department. This enables a courteous and prompt response that takes the user's emotions into consideration, thereby improving user satisfaction and maintaining the company's credibility.

[1064] A "chat system" is a system that allows users to communicate with a server in real time using text.

[1065] A "means for accepting access" is a method for receiving communications or requests from users and allowing them to connect to the system.

[1066] An "initial response message" is an automatically generated reply message that the system sends in response to an initial inquiry from a user.

[1067] The "means for obtaining detailed information" is a method for collecting specific information provided by the user.

[1068] A "sentiment analysis engine" is a tool or service that analyzes text data to identify a user's emotional state (e.g., anxiety or irritation).

[1069] The "means for adjusting and transmitting a response message" is a method for generating and transmitting an appropriate message according to the emotional state of the user based on the analysis results.

[1070] The "means for proposing appropriate measures" is a method for presenting solutions to problems to users based on the acquired information and analysis results.

[1071] A "card suspension means" is a method for performing an operation to temporarily disable a user's financial transaction card.

[1072] "Means for providing contact information for the department in charge" refers to a method for providing contact information (telephone number and email address) to the user if further support is required.

[1073] The present invention is a chat system that quickly and effectively addresses users' concerns about abuse. The system analyzes users' emotional states through text-based communication between the user and the server and takes appropriate measures. Several hardware and software components are used to implement the present invention.

[1074] First, a user accesses the chat system's interface using a device (e.g., a PC or smartphone). The interface is typically provided as a web browser or dedicated app. The user enters "I'm concerned about abuse" and presses the send button. The server receives this message and begins processing it using a message queue such as Apache Kafka. The server then generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[1075] Next, when the user responds with, "I recently made an unfamiliar expense," the server uses a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services) to analyze the user's emotional state. The sentiment analysis engine analyzes the text data and determines that the user is feeling anxious. Based on this result, the server adjusts the response message to the user and sends, "Please tell me the date and amount of the expense."

[1076] When the user provides detailed information such as "It appears that 10,000 yen was used on October 1st," the server again uses the emotion analysis engine to confirm the user's current emotional state.The server then generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?" and sends it to the user.

[1077] If the user agrees by saying "Yes, please," the server calls the credit card company's API and suspends the card. Once this process is complete, the server generates a procedure completion message that reads, "We have reported this to the relevant department and suspended the card's use. Issuing a new card usually takes 3-5 business days," and sends it to the user.

[1078] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, the emotion analysis engine will also take into consideration the user's emotional state.

[1079] As a specific example, if a user accesses a chat system and types "I am concerned about fraudulent use," the server will generate and respond with the following prompt:

[1080] "I recently noticed an expense I don't recognize. I'm concerned about fraud. What should I do?"

[1081] As a result, this system can quickly alleviate users' anxieties and respond appropriately, taking into consideration their emotional state, thereby improving user satisfaction and maintaining the company's credibility.

[1082] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1083] Step 1: Access the chat system and enter your initial message

[1084] The user operates a device (PC or smartphone) to open the chat system interface.

[1085] input:

[1086] The user enters "I am concerned about fraudulent use" in the text box and clicks the submit button.

[1087] output:

[1088] The user's message is sent to the server.

[1089] Step 2: Sending the initial response message

[1090] The server receives user input and initiates processing using a message queue such as Apache Kafka.

[1091] input:

[1092] The server receives the message "I'm concerned about fraud" from the user.

[1093] output:

[1094] The server generates an initial response message: "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[1095] Step 3: Provide more information

[1096] The user responds, "I recently made a payment that I don't recognize."

[1097] input:

[1098] A message is sent to the server providing the user's details: "I recently made an unrecognized expenditure."

[1099] output:

[1100] The server receives this message and uses it as input data for sentiment analysis.

[1101] Step 4: Perform sentiment analysis

[1102] The server sends the received text to an emotion analysis engine to analyze the user's emotional state.

[1103] input:

[1104] The user-provided text, "I recently made an unfamiliar expense," is sent to a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services).

[1105] output:

[1106] The emotion analysis engine receives an analysis result indicating that the user is feeling "anxiety."

[1107] Step 5: Respond with Emotional Sensitivity

[1108] The server adjusts the response message to the user based on the emotion analysis results.

[1109] input:

[1110] The result of the emotion analysis engine's analysis was "Users are feeling anxious."

[1111] output:

[1112] The server generates a polite response message saying, "Please tell us the date and amount of the expense." and sends it to the user via the REST API.

[1113] Step 6: Enter your details

[1114] The user provides detailed information such as "It appears that 10,000 yen was used on October 1st."

[1115] input:

[1116] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent to the server.

[1117] output:

[1118] The server receives this detailed information and uses it as input data for further sentiment analysis.

[1119] Step 7: Re-analyze and confirm sentiment

[1120] The server sends the detailed information back to the emotion analysis to ascertain the user's emotional state.

[1121] input:

[1122] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent again to the sentiment analysis engine.

[1123] output:

[1124] Receive the analysis results from the emotion analysis engine and confirm the user's emotional state.

[1125] Step 8: Confirm card suspension

[1126] Based on the results of the emotion analysis, the server generates a confirmation message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?"

[1127] input:

[1128] The results of the sentiment analysis engine and detailed information provided by the user.

[1129] output:

[1130] The server generates a confirmation message and sends it to the user via a REST API.

[1131] Step 9: User consent

[1132] The user agrees by saying "Yes, please."

[1133] input:

[1134] The user answers "Yes, please" and sends it to the server.

[1135] output:

[1136] The server receives this consent message.

[1137] Step 10: Cancellation of card usage

[1138] The server calls the credit card company's API to suspend card usage.

[1139] input:

[1140] User consent and associated card details.

[1141] output:

[1142] The execution result of the card usage suspension process is obtained.

[1143] Step 11: Processing completion notification

[1144] Once the server has completed the card suspension process, it generates a completion notification message stating, "We have reported this to the relevant department and temporarily suspended your card. Issuing a new card usually takes 3-5 business days."

[1145] input:

[1146] Execution result of card suspension process.

[1147] output:

[1148] The server generates a completion notification message and sends it to the user via the REST API.

[1149] Step 12: Responding to additional inquiries

[1150] The user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss."

[1151] The server receives the additional inquiry message and generates a message providing contact information for customer support.

[1152] input:

[1153] An additional query message for the user.

[1154] output:

[1155] The server generates a message stating, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)," and sends it to the user via the REST API.

[1156] (Application example 2)

[1157] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the headset type terminal 314 will be referred to as a "terminal."

[1158] In today's world, concerns about fraudulent use have a serious impact on users. Conventional chat systems typically respond in a uniform manner without considering the user's emotional state, making it difficult to completely alleviate users' anxiety and frustration. Furthermore, obtaining detailed information about fraudulent use and taking action steps are often slow, often resulting in a loss of user peace of mind. Furthermore, there is an increasing need to automate each process of fraud investigation.

[1159] The identification process by the identification processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes: means for accepting access from a user; means for sending an initial response message to the user; means for acquiring detailed information about specific fraudulent use from the user; means for identifying the problem and proposing appropriate countermeasures based on the acquired detailed information about fraudulent use and the user's emotional state; means for reporting the fraudulent use to a responsible department and temporarily suspending the use of assets for an investigation; means for providing the user with the contact information for the responsible department; means including an engine for analyzing the user's emotional state; and means for generating and sending an appropriate response message based on the user's emotional state. This enables a prompt and accurate response while taking the user's emotions into consideration.

[1160] "User emotional state" refers to the psychological or emotional state that is analyzed from the text that the user enters into the chat system.

[1161] "Sentiment analysis engine" refers to software and algorithms for analyzing user-entered text and determining the user's emotional state from that text.

[1162] An "appropriate response message" refers to a reply message that is tailored to give a sense of security and trust based on the user's emotional state as determined by the emotion analysis engine.

[1163] An "initial response message" refers to a reply message that is automatically sent when a user first accesses the chat system.

[1164] "Fraud Details" refers to specific data and information about suspicious transactions or expenditures reported by users through the chat system.

[1165] "Identifying the problem and proposing appropriate countermeasures" refers to verifying suspected fraudulent use based on the detailed information of the fraudulent use obtained and the user's emotional state, and proposing necessary countermeasures to the user.

[1166] "Asset Suspension" refers to temporarily restricting the use of the relevant credit card or other assets when there is a concern of fraudulent use.

[1167] "Providing contact information for the department in charge" means providing contact information for the department that can respond appropriately when the user makes additional inquiries.

[1168] "Means for reporting to the responsible department and suspending the use of assets" refers to an automated process for automatically reporting to the responsible department based on detailed information about unauthorized use and suspending the use of the relevant assets.

[1169] The present invention is a chat system for providing appropriate responses based on a user's emotional state. The system aims to take prompt and appropriate measures when a user becomes concerned about fraudulent use. An embodiment of the system is described in detail below.

[1170] System configuration

[1171] This system mainly consists of the following components:

[1172] Terminal: The device used by the user to access the service (e.g., a smartphone).

[1173] Server: The central part of the chat system, managing and executing various processes.

[1174] Sentiment analysis engine: Software that analyzes the user's input text and determines their emotional state.

[1175] API: An interface for automatically reporting to the relevant department and suspending asset usage.

[1176] Program processing

[1177] The server processes the following steps: First, when a user accesses the chat system with concerns about abuse, it receives the message. It uses an emotion analysis engine (specifically, OpenAI's API) to determine the user's emotional state from the text they input. It also sends an initial response message and obtains specific details from the user.

[1178] The system then uses the detailed information obtained to identify the problem and propose appropriate solutions.The system also uses a sentiment analysis engine to continuously monitor the user's emotional state and generate and send reassuring response messages as needed.

[1179] Specific examples of hardware and software used

[1180] Hardware: A smartphone for user access.

[1181] software:

[1182] OpenAI's API is used as the sentiment analysis engine.

[1183] Response message generation based on user emotional state

[1184] API interface for reporting to the relevant department and suspending asset usage

[1185] Processing flow

[1186] 1. User Access:

[1187] A user types into the chat system, "I recently made an expense that I don't recognize."

[1188] The server receives this message and uses an emotion analysis engine to determine the user's emotional state (e.g., anxiety).

[1189] 2. Get more information:

[1190] The server automatically sends an initial response message: "We apologize for any inconvenience caused. We will address this matter as soon as possible. Please let us know the details."

[1191] Receive detailed information about specific fraudulent activity from the user (e.g., "It appears that 10,000 yen was used on October 1st.").

[1192] 3. Identifying the problem and proposing solutions:

[1193] The server continues to analyze emotions and proposes appropriate measures based on the user's emotional state.

[1194] Politely confirm by asking, "We will report this to the relevant department and suspend your card usage for investigation purposes. Is that okay?"

[1195] 4. Automating procedures:

[1196] If the user agrees, the relevant department will be notified via API and the card will be temporarily suspended.

[1197] Once the process is complete, you will receive a message stating, "We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[1198] Example prompt sentences

[1199] Here is an example where the following prompt sentence is sent to the sentiment analysis engine in response to input from the user:

[1200] Message from user: I recently made an expense that I don't recognize.

[1201] Analyze the user's emotions and determine if they are anxious or frustrated.

[1202] As a result, it is possible to respond quickly and appropriately while taking into consideration the user's feelings, thereby quickly alleviating the user's anxiety and improving customer satisfaction across the entire company.

[1203] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1204] Step 1:

[1205] The user accesses the chat system and inputs their concerns about fraud. Specifically, the user opens the chat interface on their smartphone and enters a message such as, "I recently made an unfamiliar expenditure." This becomes the input data. The server receives this message and proceeds to the next step.

[1206] Step 2:

[1207] The server sends the input message to the emotion analysis engine, which analyzes the user's emotional state. The emotion analysis engine (OpenAI's API) determines the user's emotion from the text and outputs the result "anxiety." The server receives the result of this emotion analysis.

[1208] Step 3:

[1209] The server generates an initial response message based on the results of the sentiment analysis and sends it to the user. The generated message is "We apologize for causing you concern. We will deal with this matter as soon as possible. Please let us know the details." This becomes the output data. The server sends this message to the user's smartphone.

[1210] Step 4:

[1211] The user enters specific details of fraudulent use in chat. For example, they enter detailed information such as "It appears that 10,000 yen was used on October 1st." This becomes new input data. The server receives this detailed information.

[1212] Step 5:

[1213] The server uses the emotion analysis engine again on the received detailed information to reassess the user's emotion. The analysis engine again outputs the emotion "anxiety." Based on this result, the server generates a confirmation message saying, "We will report this to the relevant department and temporarily suspend the use of the asset for investigation. Is this OK?" and sends it to the user. This becomes the output data.

[1214] Step 6:

[1215] The user responds to the confirmation message by typing "Yes, please." This becomes the next input data. The server receives this consent.

[1216] Step 7:

[1217] The server calls the API to automatically report to the department in charge and suspend the use of the asset. The API notifies the system of the suspension of asset use along with the report, and as a result generates a message saying, "We have reported to the department in charge and suspended the use of the asset. It usually takes 3-5 business days to issue a new card." This is the final output data.

[1218] Step 8:

[1219] The server then sends the final output data to the user's smartphone, completing the process. All the results of the response are displayed on the user's device, providing a situation where the user can deal with the problem with peace of mind.

[1220] The specific processing unit 290 transmits the result of the specific processing to the headset type terminal 314. In the headset type terminal 314, the control unit 46A causes the speaker 240 and the display 343 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[1221] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1222] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the headset type terminal 314.

[1223] [Fourth embodiment]

[1224] FIG. 7 shows an example of the configuration of a data processing system 410 according to the fourth embodiment.

[1225] 7, a data processing system 410 includes a data processing device 12 and a robot 414. An example of the data processing device 12 is a server.

[1226] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[1227] The robot 414 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a control target 443. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the control target 443 are also connected to the bus 52.

[1228] The microphone 238 receives instructions and the like from the user 20 by receiving voice uttered by the user 20. The microphone 238 captures the voice uttered by the user 20, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio in accordance with instructions from the processor 46.

[1229] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the surroundings of user 20 (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[1230] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[1231] The control object 443 includes a display device, LEDs in the eyes, and motors for driving the arms, hands, and feet. The posture and gestures of the robot 414 are controlled by controlling the motors of the arms, hands, and feet. Some of the emotions of the robot 414 can be expressed by controlling these motors. In addition, the facial expressions of the robot 414 can also be expressed by controlling the light emission state of the LEDs in the eyes of the robot 414.

[1232] Fig. 8 shows an example of the main functions of the data processing device 12 and the robot 414. As shown in Fig. 8, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[1233] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[1234] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[1235] In the robot 414, the processor 46 performs the reception output process. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50 and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[1236] Next, a description will be given of the specific processing performed by the specific processing unit 290 of the data processing device 12. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1237] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[1238] System Overview

[1239] First, a user becomes concerned about fraudulent use and accesses the chat system. They enter information into the chat interface using a device (e.g., a PC or smartphone). When the user accesses the chat system, the server automatically sends an initial response message, preparing to address the user's concerns.

[1240] To give a concrete example, if a user types "I'm concerned about fraud," the server responds with the message, "Let's talk about your concerns about fraud. Please tell us the details." The user then goes on to type, "I recently made an unfamiliar expense."

[1241] After receiving the information from the user, the server moves on to a process of requesting additional details. For example, it may ask a detailed question such as, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information, confirms the problem, and proposes appropriate countermeasures.

[1242] Proposed procedure

[1243] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will automatically report this to the relevant department and begin the process of temporarily suspending your card usage.

[1244] Automated processing and contact with the responsible department

[1245] During this process, the server automates a series of procedures through API, allowing users to check the progress of the procedure step by step and receive real-time results such as, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[1246] Responding to other inquiries

[1247] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact information of our customer support department. Please contact the support desk (telephone number: 0123-456-789)." In this way, the system is designed to provide the user with the information they need promptly.

[1248] The above is an embodiment of the present invention. This system allows users to quickly and effectively resolve concerns about fraudulent use and reduces the burden on staff. It also allows companies to maintain user trust and increase customer satisfaction by providing prompt and appropriate support.

[1249] The processing flow will be explained below.

[1250] Step 1:

[1251] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[1252] Step 2:

[1253] The server receives input from the user, automatically generates an initial response message that says, "Let's talk about your abuse concerns. Please tell us what they are specifically." and sends it to the user.

[1254] Step 3:

[1255] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[1256] Step 4:

[1257] The server receives and analyzes the user's specific information, and then generates a query message requesting detailed information, such as "Please tell me the date and amount of the expenditure," and sends it to the user.

[1258] Step 5:

[1259] In response to the server's question, the user enters detailed information such as "It appears that 10,000 yen was used on October 1st," and submits the request.

[1260] Step 6:

[1261] The server analyzes the details received from the user, determines that there is a suspicion of fraudulent use, generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Are you sure?" and sends it to the user.

[1262] Step 7:

[1263] The user enters a message of consent, such as "Yes, please," in response to the server's confirmation message and submits it.

[1264] Step 8:

[1265] The server reports the suspected fraudulent use to the relevant department and calls an API to suspend card usage. The server receives the results of the processing and generates a procedure completion message stating, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days." and sends it to the user.

[1266] Step 9:

[1267] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[1268] Step 10:

[1269] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." and sends it to the user.

[1270] Example 1

[1271] Next, a description will be given of Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1272] There is a need for a means to enable users who suspect fraudulent use occurring over the Internet to respond quickly and effectively. However, many of the systems currently in common use are not effective in obtaining detailed information about fraudulent use, proposing appropriate countermeasures, or providing prompt processing. Furthermore, users must manually check the details of fraudulent use and report them to the relevant departments, which is a time-consuming process. Therefore, a system is needed that reduces the burden on users and allows for prompt and effective response to fraudulent use.

[1273] The specific processing by the specific processing unit 290 of the data processing device 12 in the first embodiment is realized by the following means.

[1274] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a responsible department and suspending card use for fraudulent use investigation, and means for providing the user with the contact information of the responsible department. This allows the user to quickly and easily provide detailed information about fraudulent use and receive appropriate countermeasures. Furthermore, the automated procedure significantly reduces the burden on the user, enabling faster processing and more effective countermeasures.

[1275] "User" refers to any person or entity who uses the System and accesses it to address concerns of abuse.

[1276] "Server" refers to a central computer system that receives input information sent by users, processes it, and takes any necessary action.

[1277] "Means for accepting access" refers to the functionality, including the interface and authentication mechanisms, that allow users to access the system.

[1278] The "means for sending an initial response message" refers to a function that automatically generates a response message and sends it to a user when the user accesses the system.

[1279] "Means for capturing fraud details" refers to the interfaces and processes for collecting information from users regarding specific fraud concerns.

[1280] "Means for identifying the problem and proposing appropriate measures" refers to the algorithms and logic used to analyze the details of the fraudulent use obtained and to suggest necessary measures and countermeasures to the user.

[1281] "Means for reporting to the appropriate department and suspending card usage" refers to the process by which the system automatically reports to a specific department and temporarily suspends card usage in response to fraudulent use.

[1282] "Means for providing contact details of relevant departments" refers to a function that provides contact details of relevant departments so that users can receive further inquiries or support.

[1283] "Automatic solicitation" refers to algorithms and rule sets that allow the system to automatically request additional details based on the initial information provided by the user.

[1284] "Means of automatic execution through API" refers to a function that uses an API to communicate with external systems and services and automatically performs specified processing.

[1285] The present invention provides a chat system that can quickly and effectively address concerns about fraudulent use. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS The following describes in detail the preferred embodiments of the present invention.

[1286] System Overview

[1287] First, a user becomes concerned about misuse and accesses the chat system. The user uses a device (e.g., a PC or smartphone) to input data into the chat interface. The software used on the device can include a web browser (e.g., Google Chrome, Mozilla Firefox) or a dedicated chat app (e.g., WhatsApp, Slack).

[1288] When a user accesses the chat system, the server automatically sends an initial response message, ready to address the user's concerns. The initial response message is generated based on a pre-defined template, such as "Hello, let's talk about your concerns about abuse. Please tell us more about them."

[1289] Gathering and analyzing detailed information

[1290] If the user types "I'm concerned about fraud," the server responds with the message "Let's talk about your fraud concerns. Please tell us more about them." The user then types, "I recently noticed some unfamiliar spending."

[1291] The server receives this and moves on to a process of requesting additional details. For example, it sends a message saying, "Please tell me the date and amount of the expenditure." If the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server analyzes the information. This analysis is performed using a database engine (such as MySQL or PostgreSQL) and an algorithm that uses a generative AI model.

[1292] Countermeasure proposals and automatic processing

[1293] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and suspend card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server will use an API to report this to the relevant department and suspend card usage. RESTful APIs are generally used as the API.

[1294] Progress notification and follow-up actions

[1295] The server notifies the user of the progress of the procedure step by step, sending results in real time such as, "We have reported this to the relevant department and suspended your card. Issuing a new card usually takes 3-5 business days."

[1296] If the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact our support desk (phone number: 0123-456-789)."

[1297] Specific examples

[1298] A specific example of a prompt sentence is as follows:

[1299] User: "I'm concerned about abuse."

[1300] Server: "Let's talk about your concerns about misuse. What are they specifically?"

[1301] User: "I recently made a payment that I don't recognize."

[1302] Server: "Please tell me the date and amount of the expenditure."

[1303] User: "It looks like 10,000 yen was spent on October 1st."

[1304] Server: "I will report this to the appropriate department and suspend your card for investigation. Is that OK?"

[1305] User: "Yes, please."

[1306] Server: "We've notified the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[1307] User: "I had a similar issue last week. I have some other questions I'd like to discuss."

[1308] Server: "For other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[1309] In this way, users can quickly and effectively resolve concerns about fraud. The system reduces the burden on users and provides prompt and appropriate responses. Furthermore, companies can increase customer satisfaction through this system.

[1310] The flow of the identification process in the first embodiment will be described with reference to FIG.

[1311] Step 1:

[1312] User accesses the system

[1313] Users use their device (PC or smartphone) to log in to the chat system's web page or dedicated application. The software used is a web browser (e.g., Google Chrome, Mozilla Firefox) or a chat app (e.g., WhatsApp, Slack). When the user enters their access information and clicks the "Login" button, an access request is sent from the device to the server. The server receives the request and authenticates the user. If authentication is successful, an HTML page for displaying the chat interface is sent to the device.

[1314] Step 2:

[1315] The server sends an initial response message

[1316] When a user logs in to the system, the server automatically generates and sends an initial response message. This message is generated based on a pre-configured template. The template may include content such as "Hello, let's discuss your concerns about abuse. Please tell us the details." The server creates a message based on the template and sends it to the terminal to be displayed in the user's chat window.

[1317] Step 3:

[1318] User enters suspected fraud

[1319] The user enters their fraud concerns into the chat interface, for example, "I recently made an unfamiliar expenditure," and clicks the "Send" button. The user's input is sent from the device to the server, which receives it and prepares to begin the process of collecting specific information about the fraud.

[1320] Step 4:

[1321] The server asks for more information

[1322] After receiving the user's input, the server then moves on to the process of requesting the necessary details. For example, the server might generate a message to send to the user saying, "Please tell me the date and amount of that expense." The server uses a generative AI model to automatically request appropriate additional information based on the user's input. The more detailed the user's input, the more specific and helpful the question the server can generate.

[1323] Step 5:

[1324] User provides details

[1325] The user enters additional details into the chat interface, for example, "It appears that 10,000 yen was spent on October 1st," and clicks the "Send" button. The user's input is sent from the device to the server, which stores the information in a database. The server uses a database engine (e.g., MySQL, PostgreSQL) to store the data for subsequent analysis.

[1326] Step 6:

[1327] The server analyzes the information and proposes countermeasures

[1328] Based on the acquired details, an analysis is performed to determine whether there is a strong suspicion of fraudulent use. The server uses a generative AI model to analyze the entered details. Based on the results of the analysis, the server generates a suggestion message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?" and sends it to the user. The suggestion message is written in simple language to help the user understand.

[1329] Step 7:

[1330] User agrees to the suggestion

[1331] The user decides whether to agree to the proposal. If they agree, they enter "Yes, please" and click the "Submit" button. The user's consent message is sent from the device to the server, and the server confirms consent. This input triggers the server to prepare to execute the automatic process.

[1332] Step 8:

[1333] The server performs automatic processing

[1334] After confirming the user's consent, the server uses an API to report to the relevant department and suspend card usage. For example, the server calls a RESTful API to connect to the system of a financial institution or card company. This allows the card to be suspended immediately. The server receives the API response and confirms that the process is complete.

[1335] Step 9:

[1336] Server notifies you of progress

[1337] The server notifies the user in real time about the progress of the process, for example by generating a message such as "We have reported this to the appropriate department and your card has been suspended. It usually takes 3-5 business days to issue a new card." This allows the user to be assured that their concerns are being addressed appropriately.

[1338] Step 10:

[1339] What to do if the user makes an additional inquiry

[1340] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server generates a standard message saying, "For other issues, please use the contact information in the customer support department. Please contact the support desk (telephone number: 0123-456-789)," and sends it to the user. The server has a function to provide multiple contact methods to ensure that the user's additional inquiry is handled reliably.

[1341] (Application example 1)

[1342] Next, a description will be given of Application Example 1. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1343] In recent years, with the spread of the Internet and electronic payments, concerns about fraudulent use have increased. It is particularly important for users to quickly detect fraudulent use of their accounts or cards and take appropriate measures. However, current systems often require users to provide detailed information and take timely action, resulting in complex processes and slow responses. Therefore, there is a need for an efficient system that allows users to safely address concerns about fraud and quickly implement necessary measures.

[1344] The specific processing by the specific processing unit 290 of the data processing device 12 in the application example 1 is realized by the following means.

[1345] In this invention, the server includes means for accepting access from a user, means for sending an initial response message to the user, means for obtaining detailed information about specific fraudulent use from the user, means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information about fraudulent use, means for reporting the fraud to a department in charge and suspending card use for an investigation of fraudulent use, means for providing the user with contact information for the department in charge, means for generating a program for executing the above procedures, and means for executing the procedures in real time based on the generated program, thereby enabling the user to quickly and reliably resolve the problem of fraudulent use.

[1346] "Means for accepting access from users" refers to a function that provides an interface for users to access the system if they have concerns about unauthorized use.

[1347] The "means for sending an initial response message to a user" is a function that allows the system to automatically send an initial message and start a dialogue when a user accesses the system.

[1348] The "means of obtaining specific details of fraudulent use from the user" is a function that provides a prompt for the user to enter details of fraudulent use, such as the date and amount, and collects that information.

[1349] "Means for identifying problems and proposing appropriate countermeasures based on detailed information on fraudulent use obtained" is a function that analyzes collected information, identifies fraudulent use, and proposes appropriate countermeasures to the user.

[1350] "Means of reporting to the relevant department and suspending card usage for the purpose of investigating fraudulent use" is a function that, when fraudulent use is confirmed, reports the information to the relevant department and temporarily suspends card usage.

[1351] The "means for providing the user with the contact information of the department in charge" is a function for providing the user with the contact information of the department in charge.

[1352] The "means for generating a program for executing the procedure" is a function for generating a program for automatically executing the required procedure based on information input by the user.

[1353] The "means for executing a procedure in real time based on the generated program" is a function for instantly executing a required procedure using the generated program.

[1354] This invention is a chat system that allows users to respond with confidence when they are concerned about fraudulent use. The system aims to collect detailed information about fraudulent use through text-based communication between the user and the server, and to quickly propose and implement appropriate countermeasures.

[1355] First, a user has concerns about fraudulent use and uses a device (e.g., a smartphone or smart glasses) to access the chat system. Once access is accepted, the server automatically sends an initial response message and prepares to address the user's concerns. For example, if the user types "I'm concerned about fraudulent use," the server responds with a message saying, "Let's talk about your concerns about fraud. Please tell us the details."

[1356] Next, if the user enters "I recently made an unfamiliar expenditure," the server will use that information to request additional details. For example, if the user is asked, "Please tell me the date and amount of the expenditure," and the user provides information such as, "It appears that 10,000 yen was spent on October 1st," the server will analyze the information, confirm the problem, and propose appropriate measures.

[1357] If the server suspects fraudulent use, it will ask the user, "We will report this to the relevant department and temporarily suspend your card usage for investigation. Is this OK?" If the user agrees with "Yes, please," the server automates a series of procedures through an API (application programming interface). This allows the user to check the progress of the procedures as they occur and receive real-time results such as, "We have reported this to the relevant department and temporarily suspended your card usage. Issuing a new card usually takes 3-5 business days."

[1358] Furthermore, if the user makes a follow-up inquiry such as, "I had a similar problem last week. I have something else I'd like to discuss," the server will respond with, "For other issues, please use the contact details of our customer support department. Please contact the support desk (telephone number: 0123-456-789)."

[1359] As a specific implementation, the following hardware and software are used:

[1360] 1. Hardware: Smartphone or smart glasses

[1361] 2. Software:

[1362] Programming language: Python

[1363] Libraries: requests (API calls), json (data processing)

[1364] API endpoints: APIs of popular security service providers

[1365] An example prompt for this system to automate additional details using a generative AI model:

[1366] "Users have questions about unfamiliar expenses and want to provide more information about them. Use that information to suggest what to do next."

[1367] In this way, users can quickly and effectively resolve their fraud concerns, and businesses can maintain user trust and increase customer satisfaction by providing fast and appropriate support.

[1368] The flow of the specific processing in the application example 1 will be described with reference to FIG.

[1369] Step 1:

[1370] The terminal receives concerns about fraudulent use from the user.

[1371] Input: A message from the user saying "I'm concerned about abuse."

[1372] Specific operation: Accepts user input through the chat interface on the device and sends it to the server.

[1373] Step 2:

[1374] The server sends an initial response message to the user.

[1375] Input: The message from the user accepted in step 1.

[1376] Output: A message to the user saying, "Let's talk about your abuse concerns. Please tell us what they are."

[1377] Specific operation: The server receives the user's message and sends a pre-programmed initial response message to the user.

[1378] Step 3:

[1379] The user enters details of the specific fraudulent activity, which the device then sends to the server.

[1380] Input: A message from the user saying, "I recently made an expense that I don't recognize."

[1381] Output: Detailed information about the server (e.g., "It appears that 10,000 yen was used on October 1st.").

[1382] Specific operation: The device accepts the user's details and sends them to the server.

[1383] Step 4:

[1384] The server sends a message to the user requesting additional details.

[1385] Input: The user's specific abuse details received in step 3.

[1386] Output: A message to the user saying "Please tell us the date and amount of the expense."

[1387] Specific operation: The server analyzes the user's message, determines that additional details are needed, and sends a message to the user requesting the additional details.

[1388] Step 5:

[1389] The server analyzes the detailed information, identifies the problem, and suggests appropriate measures.

[1390] Input: User-supplied details (e.g., "It appears that 10,000 yen was spent on October 1st.").

[1391] Output: A message proposing measures (e.g., "We will report this to the relevant department and suspend your card for investigation. Is this OK?").

[1392] What it does: The server analyzes the collected details, assesses whether there is any potential for abuse, and generates and sends a message to the user suggesting appropriate measures.

[1393] Step 6:

[1394] The user inputs whether or not they agree with the proposed measures, and the terminal sends this to the server.

[1395] Input: A "Yes, please" consent message from the user.

[1396] Output: The user consent message sent to the server.

[1397] Specific operation: The device accepts the user's consent message and sends it to the server.

[1398] Step 7:

[1399] The server uses the API to execute the procedure and notify the user of the results.

[1400] Input: The user consent message received in step 6.

[1401] Output: Processing result message ("We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card.").

[1402] Specific operation: The server receives the user's consent message, reports it to the relevant department via API, and carries out the card suspension procedure, then notifies the user of the execution result.

[1403] Step 8:

[1404] If the user has further inquiries, the terminal sends the input to the server, which provides the user with the appropriate contact information.

[1405] Input: A follow-up inquiry from the user (e.g., "I had a similar issue last week. I'd like to discuss something else.").

[1406] Output: A message to the user saying, "For any other issues, please contact our customer support department. Please contact our support desk at 0123-456-789."

[1407] Specific operation: The terminal sends the user's additional inquiry to the server, and the server provides the user with appropriate contact information accordingly.

[1408] Furthermore, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[1409] This invention combines an emotion engine with a chat system to enable users to respond with confidence when there are concerns about fraudulent use. The system aims to analyze the user's emotional state through text-based communication between the user and the server, and respond effectively and carefully.

[1410] System Overview

[1411] First, a user becomes concerned about abuse and accesses the chat system. They open the chat interface using a device (e.g., a PC or smartphone) and type, "I'm concerned about abuse." When the server receives this message, it sends an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details."

[1412] The user responds, "I recently made an unfamiliar expense." The server then analyzes the user's input text and uses an emotion engine to recognize the user's emotional state. For example, if the server determines that the user is feeling anxious or irritated, it sends a polite, reassuring message that reflects that emotion.

[1413] Next, the server sends a question requesting detailed information, such as "Please tell me the date and amount of the expenditure." The user provides detailed information, such as "It appears that 10,000 yen was spent on October 1st."

[1414] Proposed procedure

[1415] After receiving detailed information from the user, the server again uses the emotion engine to check the user's current emotional state. The server then generates and sends a confirmation message saying, "We will report this to the relevant department for investigation and suspend the use of your card. Are you sure?" This message is also adjusted appropriately to take the user's emotions into consideration.

[1416] If the user agrees by saying "Yes, please," the server automatically reports the request to the relevant department and calls an API to suspend card usage. Once the process is complete, the server sends a further message indicating that the process has been completed, stating, "We have reported the request to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[1417] Automated processing and contact with the responsible department

[1418] During this process, the server continues to utilize the emotion engine to generate and send response messages for each step while appropriately managing the user's emotional state. For example, if the user is feeling anxious, the server adds a reassuring message such as, "We apologize for the concern. We will deal with this matter as soon as possible."

[1419] Responding to other inquiries

[1420] If the user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, too, the server will respond with appropriate words, taking into consideration the user's emotional state.

[1421] As a concrete example, when a user accesses a chat system that uses an emotion engine, the following process occurs.

[1422] 1. The user types, "I'm concerned about fraud."

[1423] 2. The server responds with an initial response: "Let's talk about your concerns about abuse. Please tell us what they are."

[1424] 3. The user responds, "I recently made a payment that I don't recognize."

[1425] 4. The server analyzes the user's emotions, determines that they are anxious, and asks for more information, such as "Please tell us the date and amount of the expense."

[1426] 5. The user provides detailed information, such as "It appears that 10,000 yen was used on October 1st."

[1427] 6. The server performs sentiment analysis again and politely asks, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?"

[1428] 7. The user agrees by saying "Yes, please."

[1429] 8. The server automatically reports to the relevant department, suspends card usage, and reports the result with the message, "We have reported this to the relevant department and suspended card usage. Issuing a new card usually takes 3-5 business days."

[1430] 9. If the user reports other issues, the server will provide contact information for customer support.

[1431] As a result, the system can quickly alleviate users' anxieties and respond appropriately while taking into consideration their emotional state. It also reduces the burden on staff and improves customer satisfaction across the entire company.

[1432] The processing flow will be explained below.

[1433] Step 1:

[1434] A user becomes concerned about fraudulent use and accesses the chat system. The user opens the chat interface using a device (e.g., a PC or smartphone) and enters, "I am concerned about fraudulent use."

[1435] Step 2:

[1436] The server receives a message from the user. The server generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the specifics." and sends it to the user.

[1437] Step 3:

[1438] The user enters specific details, such as "I recently made an expense that I don't recognize," and submits the request.

[1439] Step 4:

[1440] The server receives the user's input and analyzes its text content. An emotion engine in the server runs to recognize the user's emotion (e.g., anxiety, irritation).

[1441] Step 5:

[1442] Generate a response message according to the user's emotional state. For example, if the user is feeling anxious, generate a polite message such as "Don't worry. Please tell us more about the situation." and send it to the user.

[1443] Step 6:

[1444] The server asks the user for more information, "Please tell me the date and amount of the expense."

[1445] Step 7:

[1446] The user enters detailed information such as "It appears that 10,000 yen was used on October 1st" and submits the form.

[1447] Step 8:

[1448] The server receives detailed information from the user and again analyzes the user's current emotional state using the emotion engine.

[1449] Step 9:

[1450] The problem is confirmed and appropriate countermeasures are proposed. The server generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend the use of your card. Is this OK?". The words chosen are polite and reassuring, depending on the user's feelings.

[1451] Step 10:

[1452] The user enters a message of consent saying "Yes, please" and submits.

[1453] Step 11:

[1454] The server reports the fraudulent use to the relevant department and calls an API to suspend the card. After the suspension is complete, an automated process sends a message to the user saying, "We have reported this to the relevant department and suspended the card. It usually takes 3-5 business days to issue a new card."

[1455] Step 12:

[1456] If the user has an additional inquiry, he / she enters "I had a similar problem last week. I have something else I'd like to discuss," and submits the inquiry.

[1457] Step 13:

[1458] The server receives the user's additional inquiry and generates a message saying, "For other issues, please contact our customer support department. Please contact the support desk (telephone number: 0123-456-789)." The server chooses appropriate words to respond to the user's emotional state.

[1459] Example 2

[1460] Next, a description will be given of Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1461] In today's digital society, fraudulent online transactions are a serious issue. While prompt and appropriate responses to fraudulent transactions are required, traditional systems often provide one-sided responses that do not take into account the user's emotional state, leading to stress. Furthermore, coordination with the relevant department is often done manually, which can take a long time. As a result, this can lead to a decline in user satisfaction and a loss of corporate credibility.

[1462] The specific processing by the specific processing unit 290 of the data processing device 12 in the second embodiment is realized by the following means.

[1463] In this invention, the server includes means for accepting access from a user and sending an initial response message to the user, means for acquiring specific detailed information from the user, means for analyzing the user's emotions using an emotion analysis engine, means for adjusting and sending a response message to the user based on the analysis results, means for confirming the problem and proposing appropriate countermeasures based on the acquired detailed information, means for reporting to a responsible department for investigation and suspending card usage, and means for providing the user with the contact information of the responsible department. This enables a courteous and prompt response that takes the user's emotions into consideration, thereby improving user satisfaction and maintaining the company's credibility.

[1464] A "chat system" is a system that allows users to communicate with a server in real time using text.

[1465] A "means for accepting access" is a method for receiving communications or requests from users and allowing them to connect to the system.

[1466] An "initial response message" is an automatically generated reply message that the system sends in response to an initial inquiry from a user.

[1467] The "means for obtaining detailed information" is a method for collecting specific information provided by the user.

[1468] A "sentiment analysis engine" is a tool or service that analyzes text data to identify a user's emotional state (e.g., anxiety or irritation).

[1469] The "means for adjusting and transmitting a response message" is a method for generating and transmitting an appropriate message according to the emotional state of the user based on the analysis results.

[1470] The "means for proposing appropriate measures" is a method for presenting solutions to problems to users based on the acquired information and analysis results.

[1471] A "card suspension means" is a method for performing an operation to temporarily disable a user's financial transaction card.

[1472] "Means for providing contact information for the department in charge" refers to a method for providing contact information (telephone number and email address) to the user if further support is required.

[1473] The present invention is a chat system that quickly and effectively addresses users' concerns about abuse. The system analyzes users' emotional states through text-based communication between the user and the server and takes appropriate measures. Several hardware and software components are used to implement the present invention.

[1474] First, a user accesses the chat system's interface using a device (e.g., a PC or smartphone). The interface is typically provided as a web browser or dedicated app. The user enters "I'm concerned about abuse" and presses the send button. The server receives this message and begins processing it using a message queue such as Apache Kafka. The server then generates an initial response message saying, "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[1475] Next, when the user responds with, "I recently made an unfamiliar expense," the server uses a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services) to analyze the user's emotional state. The sentiment analysis engine analyzes the text data and determines that the user is feeling anxious. Based on this result, the server adjusts the response message to the user and sends, "Please tell me the date and amount of the expense."

[1476] When the user provides detailed information such as "It appears that 10,000 yen was used on October 1st," the server again uses the emotion analysis engine to confirm the user's current emotional state.The server then generates a confirmation message saying, "We will report this to the relevant department for investigation and temporarily suspend your card usage. Is this OK?" and sends it to the user.

[1477] If the user agrees by saying "Yes, please," the server calls the credit card company's API and suspends the card. Once this process is complete, the server generates a procedure completion message that reads, "We have reported this to the relevant department and suspended the card's use. Issuing a new card usually takes 3-5 business days," and sends it to the user.

[1478] If the user makes an additional inquiry saying, "I had a similar problem last week. I have something else I'd like to discuss," the server will send a message saying, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)." In this case, the emotion analysis engine will also take into consideration the user's emotional state.

[1479] As a specific example, if a user accesses a chat system and types "I am concerned about fraudulent use," the server will generate and respond with the following prompt:

[1480] "I recently noticed an expense I don't recognize. I'm concerned about fraud. What should I do?"

[1481] As a result, this system can quickly alleviate users' anxieties and respond appropriately, taking into consideration their emotional state, thereby improving user satisfaction and maintaining the company's credibility.

[1482] The flow of the identification process in the second embodiment will be described with reference to FIG.

[1483] Step 1: Access the chat system and enter your initial message

[1484] The user operates a device (PC or smartphone) to open the chat system interface.

[1485] input:

[1486] The user enters "I am concerned about fraudulent use" in the text box and clicks the submit button.

[1487] output:

[1488] The user's message is sent to the server.

[1489] Step 2: Sending the initial response message

[1490] The server receives user input and initiates processing using a message queue such as Apache Kafka.

[1491] input:

[1492] The server receives the message "I'm concerned about fraud" from the user.

[1493] output:

[1494] The server generates an initial response message: "Let's talk about your abuse concerns. Please tell us the details." and sends it to the user via the REST API.

[1495] Step 3: Provide more information

[1496] The user responds, "I recently made a payment that I don't recognize."

[1497] input:

[1498] A message is sent to the server providing the user's details: "I recently made an unrecognized expenditure."

[1499] output:

[1500] The server receives this message and uses it as input data for sentiment analysis.

[1501] Step 4: Perform sentiment analysis

[1502] The server sends the received text to an emotion analysis engine to analyze the user's emotional state.

[1503] input:

[1504] The user-provided text, "I recently made an unfamiliar expense," is sent to a sentiment analysis engine (such as IBM Watson or Microsoft Azure Cognitive Services).

[1505] output:

[1506] The emotion analysis engine receives an analysis result indicating that the user is feeling "anxiety."

[1507] Step 5: Respond with Emotional Sensitivity

[1508] The server adjusts the response message to the user based on the emotion analysis results.

[1509] input:

[1510] The result of the emotion analysis engine's analysis was "Users are feeling anxious."

[1511] output:

[1512] The server generates a polite response message saying, "Please tell us the date and amount of the expense." and sends it to the user via the REST API.

[1513] Step 6: Enter your details

[1514] The user provides detailed information such as "It appears that 10,000 yen was used on October 1st."

[1515] input:

[1516] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent to the server.

[1517] output:

[1518] The server receives this detailed information and uses it as input data for further sentiment analysis.

[1519] Step 7: Re-analyze and confirm sentiment

[1520] The server sends the detailed information back to the emotion analysis to ascertain the user's emotional state.

[1521] input:

[1522] The details provided by the user, "It appears that 10,000 yen was spent on October 1st," are sent again to the sentiment analysis engine.

[1523] output:

[1524] Receive the analysis results from the emotion analysis engine and confirm the user's emotional state.

[1525] Step 8: Confirm card suspension

[1526] Based on the results of the emotion analysis, the server generates a confirmation message saying, "We will report this to the relevant department and suspend your card usage for investigation. Is this OK?"

[1527] input:

[1528] The results of the sentiment analysis engine and detailed information provided by the user.

[1529] output:

[1530] The server generates a confirmation message and sends it to the user via a REST API.

[1531] Step 9: User consent

[1532] The user agrees by saying "Yes, please."

[1533] input:

[1534] The user answers "Yes, please" and sends it to the server.

[1535] output:

[1536] The server receives this consent message.

[1537] Step 10: Cancellation of card usage

[1538] The server calls the credit card company's API to suspend card usage.

[1539] input:

[1540] User consent and associated card details.

[1541] output:

[1542] The execution result of the card usage suspension process is obtained.

[1543] Step 11: Processing completion notification

[1544] Once the server has completed the card suspension process, it generates a completion notification message stating, "We have reported this to the relevant department and temporarily suspended your card. Issuing a new card usually takes 3-5 business days."

[1545] input:

[1546] Execution result of card suspension process.

[1547] output:

[1548] The server generates a completion notification message and sends it to the user via the REST API.

[1549] Step 12: Responding to additional inquiries

[1550] The user makes a follow-up inquiry, saying, "I had a similar problem last week. I have something else I'd like to discuss."

[1551] The server receives the additional inquiry message and generates a message providing contact information for customer support.

[1552] input:

[1553] An additional query message for the user.

[1554] output:

[1555] The server generates a message stating, "For other issues, please contact our customer support department. Please contact the support desk (phone number: 0123-456-789)," and sends it to the user via the REST API.

[1556] (Application example 2)

[1557] Next, a description will be given of Application Example 2. In the following description, the data processing device 12 will be referred to as a "server" and the robot 414 will be referred to as a "terminal."

[1558] In today's world, concerns about fraudulent use have a serious impact on users. Conventional chat systems typically respond in a uniform manner without considering the user's emotional state, making it difficult to completely alleviate users' anxiety and frustration. Furthermore, obtaining detailed information about fraudulent use and taking action steps are often slow, often resulting in a loss of user peace of mind. Furthermore, there is an increasing need to automate each process of fraud investigation.

[1559] The identification process by the identification processing unit 290 of the data processing device 12 in Application Example 2 is realized by the following means. In this invention, the server includes: means for accepting access from a user; means for sending an initial response message to the user; means for acquiring detailed information about specific fraudulent use from the user; means for identifying the problem and proposing appropriate countermeasures based on the acquired detailed information about fraudulent use and the user's emotional state; means for reporting the fraudulent use to a responsible department and temporarily suspending the use of assets for an investigation; means for providing the user with the contact information for the responsible department; means including an engine for analyzing the user's emotional state; and means for generating and sending an appropriate response message based on the user's emotional state. This enables a prompt and accurate response while taking the user's emotions into consideration.

[1560] "User emotional state" refers to the psychological or emotional state that is analyzed from the text that the user enters into the chat system.

[1561] "Sentiment analysis engine" refers to software and algorithms for analyzing user-entered text and determining the user's emotional state from that text.

[1562] An "appropriate response message" refers to a reply message that is tailored to give a sense of security and trust based on the user's emotional state as determined by the emotion analysis engine.

[1563] An "initial response message" refers to a reply message that is automatically sent when a user first accesses the chat system.

[1564] "Fraud Details" refers to specific data and information about suspicious transactions or expenditures reported by users through the chat system.

[1565] "Identifying the problem and proposing appropriate countermeasures" refers to verifying suspected fraudulent use based on the detailed information of the fraudulent use obtained and the user's emotional state, and proposing necessary countermeasures to the user.

[1566] "Asset Suspension" refers to temporarily restricting the use of the relevant credit card or other assets when there is a concern of fraudulent use.

[1567] "Providing contact information for the department in charge" means providing contact information for the department that can respond appropriately when the user makes additional inquiries.

[1568] "Means for reporting to the responsible department and suspending the use of assets" refers to an automated process for automatically reporting to the responsible department based on detailed information about unauthorized use and suspending the use of the relevant assets.

[1569] The present invention is a chat system for providing appropriate responses based on a user's emotional state. The system aims to take prompt and appropriate measures when a user becomes concerned about fraudulent use. An embodiment of the system is described in detail below.

[1570] System configuration

[1571] This system mainly consists of the following components:

[1572] Terminal: The device used by the user to access the service (e.g., a smartphone).

[1573] Server: The central part of the chat system, managing and executing various processes.

[1574] Sentiment analysis engine: Software that analyzes the user's input text and determines their emotional state.

[1575] API: An interface for automatically reporting to the relevant department and suspending asset usage.

[1576] Program processing

[1577] The server processes the following steps: First, when a user accesses the chat system with concerns about abuse, it receives the message. It uses an emotion analysis engine (specifically, OpenAI's API) to determine the user's emotional state from the text they input. It also sends an initial response message and obtains specific details from the user.

[1578] The system then uses the detailed information obtained to identify the problem and propose appropriate solutions.The system also uses a sentiment analysis engine to continuously monitor the user's emotional state and generate and send reassuring response messages as needed.

[1579] Specific examples of hardware and software used

[1580] Hardware: A smartphone for user access.

[1581] software:

[1582] OpenAI's API is used as the sentiment analysis engine.

[1583] Response message generation based on user emotional state

[1584] API interface for reporting to the relevant department and suspending asset usage

[1585] Processing flow

[1586] 1. User Access:

[1587] A user types into the chat system, "I recently made an expense that I don't recognize."

[1588] The server receives this message and uses an emotion analysis engine to determine the user's emotional state (e.g., anxiety).

[1589] 2. Get more information:

[1590] The server automatically sends an initial response message: "We apologize for any inconvenience caused. We will address this matter as soon as possible. Please let us know the details."

[1591] Receive detailed information about specific fraudulent activity from the user (e.g., "It appears that 10,000 yen was used on October 1st.").

[1592] 3. Identifying the problem and proposing solutions:

[1593] The server continues to analyze emotions and proposes appropriate measures based on the user's emotional state.

[1594] Politely confirm by asking, "We will report this to the relevant department and suspend your card usage for investigation purposes. Is that okay?"

[1595] 4. Automating procedures:

[1596] If the user agrees, the relevant department will be notified via API and the card will be temporarily suspended.

[1597] Once the process is complete, you will receive a message stating, "We have reported this to the appropriate department and suspended your card. It usually takes 3-5 business days to issue a new card."

[1598] Example prompt sentences

[1599] Here is an example where the following prompt sentence is sent to the sentiment analysis engine in response to input from the user:

[1600] Message from user: I recently made an expense that I don't recognize.

[1601] Analyze the user's emotions and determine if they are anxious or frustrated.

[1602] As a result, it is possible to respond quickly and appropriately while taking into consideration the user's feelings, thereby quickly alleviating the user's anxiety and improving customer satisfaction across the entire company.

[1603] The flow of the specific processing in the application example 2 will be described with reference to FIG.

[1604] Step 1:

[1605] The user accesses the chat system and inputs their concerns about fraud. Specifically, the user opens the chat interface on their smartphone and enters a message such as, "I recently made an unfamiliar expenditure." This becomes the input data. The server receives this message and proceeds to the next step.

[1606] Step 2:

[1607] The server sends the input message to the emotion analysis engine, which analyzes the user's emotional state. The emotion analysis engine (OpenAI's API) determines the user's emotion from the text and outputs the result "anxiety." The server receives the result of this emotion analysis.

[1608] Step 3:

[1609] The server generates an initial response message based on the results of the sentiment analysis and sends it to the user. The generated message is "We apologize for causing you concern. We will deal with this matter as soon as possible. Please let us know the details." This becomes the output data. The server sends this message to the user's smartphone.

[1610] Step 4:

[1611] The user enters specific details of fraudulent use in chat. For example, they enter detailed information such as "It appears that 10,000 yen was used on October 1st." This becomes new input data. The server receives this detailed information.

[1612] Step 5:

[1613] The server uses the emotion analysis engine again on the received detailed information to reassess the user's emotion. The analysis engine again outputs the emotion "anxiety." Based on this result, the server generates a confirmation message saying, "We will report this to the relevant department and temporarily suspend the use of the asset for investigation. Is this OK?" and sends it to the user. This becomes the output data.

[1614] Step 6:

[1615] The user responds to the confirmation message by typing "Yes, please." This becomes the next input data. The server receives this consent.

[1616] Step 7:

[1617] The server calls the API to automatically report to the department in charge and suspend the use of the asset. The API notifies the system of the suspension of asset use along with the report, and as a result generates a message saying, "We have reported to the department in charge and suspended the use of the asset. It usually takes 3-5 business days to issue a new card." This is the final output data.

[1618] Step 8:

[1619] The server then sends the final output data to the user's smartphone, completing the process. All the results of the response are displayed on the user's device, providing a situation where the user can deal with the problem with peace of mind.

[1620] The specific processing unit 290 transmits the result of the specific processing to the robot 414. In the robot 414, the control unit 46A causes the speaker 240 and the control target 443 to output the result of the specific processing. The microphone 238 acquires voice indicating a user input regarding the result of the specific processing. The control unit 46A transmits voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[1621] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> ), Gemini (Internet search <url: https: gemini.google.com ?hl="ja">) and other generation AIs. The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating voice, text data indicating text, and image data indicating an image is also input. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization.

[1622] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the robot 414.

[1623] The emotion identification model 59 as an emotion engine may determine the user's emotion according to a specific mapping. Specifically, the emotion identification model 59 may determine the user's emotion according to an emotion map (see FIG. 9), which is a specific mapping. Similarly, the emotion identification model 59 may determine the robot's emotion, and the identification processing unit 290 may perform identification processing using the robot's emotion.

[1624] FIG. 9 is a diagram illustrating an emotion map 400 on which multiple emotions are mapped. In the emotion map 400, emotions are arranged in concentric circles radiating from the center. Emotions closer to the center of the concentric circles are more primitive. Emotions representing states and actions arising from a state of mind are arranged on the outer edges of the concentric circles. The concept of emotion includes both affect and mental states. Emotions generally generated from reactions occurring in the brain are arranged on the left side of the concentric circles. Emotions generally induced by situational judgment are arranged on the right side of the concentric circles. Emotions generally generated from reactions occurring in the brain and induced by situational judgment are arranged on the upper and lower sides of the concentric circles. Furthermore, the emotion of "pleasure" is arranged on the upper side of the concentric circles, and the emotion of "discomfort" is arranged on the lower side. In this way, in the emotion map 400, multiple emotions are mapped based on the structure by which emotions are generated, and emotions that tend to occur simultaneously are mapped close to each other.

[1625] These emotions are distributed in the 3 o'clock direction on emotion map 400, and typically fluctuate between relief and anxiety. In the right half of emotion map 400, situational awareness dominates over internal sensations, resulting in a sense of calm.

[1626] The inside of emotion map 400 represents what is going on in the mind, and the outside of emotion map 400 represents behavior, so the further you go outside emotion map 400, the more visible the emotions become (the more they are expressed in behavior).

[1627] Human emotions are based on various balances, such as posture and blood sugar levels. When these balances deviate from the ideal, a state of discomfort is indicated, and when they approach the ideal, a state of pleasure is indicated. Emotions can also be created for robots, automobiles, and motorcycles, based on various balances, such as posture and remaining battery life. When these balances deviate from the ideal, a state of discomfort is indicated, and when they approach the ideal, a state of pleasure is indicated. An emotion map can be generated, for example, based on Dr. Mitsuyoshi's emotion map (Research on Voice Emotion Recognition and Emotional Brain Physiological Signal Analysis Systems, Tokushima University, Doctoral Dissertation: https: / / ci.nii.ac.jp / naid / 500000375379). The left half of the emotion map lists emotions belonging to the "reaction" domain, where sensation is dominant. The right half of the emotion map lists emotions belonging to the "situation" domain, where situational awareness is dominant.

[1628] The emotion map defines two emotions that promote learning. One is a negative emotion on the situation side, around the middle of "repentance" or "reflection." In other words, this occurs when the robot experiences negative emotions such as "I never want to feel this way again" or "I don't want to be scolded again." The other is a positive emotion on the response side, around "desire." In other words, this occurs when the robot experiences positive feelings such as "I want more" or "I want to know more."

[1629] The emotion identification model 59 inputs user input into a pre-trained neural network, obtains emotion values ​​indicating each emotion shown in the emotion map 400, and determines the user's emotion. This neural network is pre-trained based on multiple pieces of training data that are combinations of user input and emotion values ​​indicating each emotion shown in the emotion map 400. Furthermore, this neural network is trained so that emotions that are located close to each other have similar values, as in the emotion map 900 shown in FIG. 10. FIG. 10 shows an example in which multiple emotions, "relieved," "calm," and "reassuring," have similar emotion values.

[1630] The system according to the present disclosure has been described above mainly with respect to the functions of the data processing device 12, but the system according to the present disclosure is not necessarily implemented on a server. The system according to the present disclosure may be implemented as a general information processing system. The present disclosure may be implemented, for example, as a software program running on a personal computer or an application running on a smartphone, etc. The method according to the present disclosure may be provided to users in the form of SaaS (Software as a Service).

[1631] In the above embodiment, an example was given in which the specific processing is performed by one computer 22, but the technology of the present disclosure is not limited to this, and the specific processing may be distributed and performed by a plurality of computers including the computer 22. For example, the data generation model 58 may be provided in an external device of the data processing device 12, and data may be generated in the external device in accordance with input data.

[1632] In the above embodiment, an example in which the specific processing program 56 is stored in the storage 32 has been described, but the technology of the present disclosure is not limited to this. For example, the specific processing program 56 may be stored in a portable, computer-readable, non-transitory storage medium such as a USB (Universal Serial Bus) memory. The specific processing program 56 stored in the non-transitory storage medium is installed in the computer 22 of the data processing device 12. The processor 28 executes the specific processing in accordance with the specific processing program 56.

[1633] Alternatively, the specific processing program 56 may be stored in a storage device such as a server connected to the data processing device 12 via the network 54, and the specific processing program 56 may be downloaded and installed on the computer 22 in response to a request from the data processing device 12.

[1634] It is not necessary to store all of the specific processing program 56 in a storage device such as a server connected to the data processing device 12 via the network 54, or to store all of the specific processing program 56 in the storage 32; only a portion of the specific processing program 56 may be stored.

[1635] The hardware resource for executing a specific process can be any of the following processors: An example of a processor is a CPU, which is a general-purpose processor that functions as a hardware resource for executing a specific process by executing software, i.e., a program. Another example of a processor is a dedicated electrical circuit, such as an FPGA (Field-Programmable Gate Array), a PLD (Programmable Logic Device), or an ASIC (Application Specific Integrated Circuit), which is a processor with a circuit configuration designed specifically for executing a specific process. Each processor has built-in or connected memory, and each processor uses the memory to execute the specific process.

[1636] The hardware resource that executes the specific processing may be configured with one of these various processors, or may be configured with a combination of two or more processors of the same or different types (for example, a combination of multiple FPGAs, or a combination of a CPU and an FPGA). Also, the hardware resource that executes the specific processing may be a single processor.

[1637] As an example of a system configured with a single processor, first, one processor is configured by combining one or more CPUs and software, and this processor functions as a hardware resource that executes a specific process. Second, there is a system that uses a processor that realizes the functions of an entire system including multiple hardware resources that execute a specific process on a single IC chip, as typified by SoC (System-on-a-chip). In this way, a specific process is realized using one or more of the above-mentioned various processors as hardware resources.

[1638] Furthermore, the hardware structure of these various processors can be, more specifically, an electric circuit that combines circuit elements such as semiconductor devices. The specific processing described above is merely an example. Therefore, it goes without saying that unnecessary steps may be deleted, new steps may be added, or the processing order may be rearranged, without departing from the spirit of the invention.

[1639] The above-described description and illustrations are a detailed explanation of the parts related to the technology of the present disclosure and are merely an example of the technology of the present disclosure. For example, the above description of the configuration, functions, actions, and effects is an explanation of an example of the configuration, functions, actions, and effects of the parts related to the technology of the present disclosure. Therefore, it goes without saying that unnecessary parts may be deleted, new elements may be added, or replacements may be made to the above-described description and illustrations within the scope of the gist of the technology of the present disclosure. Furthermore, to avoid confusion and facilitate understanding of the parts related to the technology of the present disclosure, the above-described description and illustrations omit explanations of common technical knowledge that do not require particular explanation to enable the implementation of the technology of the present disclosure.

[1640] All publications, patent applications, and technical standards mentioned in this specification are herein incorporated by reference to the same extent as if each individual publication, patent application, or technical standard was specifically and individually indicated to be incorporated by reference.

[1641] The following is further disclosed regarding the above embodiment.

[1642] (Claim 1)

[1643] A chat system that is accessible to users to address concerns about fraudulent use,

[1644] means for accepting access from a user;

[1645] means for sending an initial response message to the user;

[1646] a means for obtaining specific details of the fraudulent use from the user;

[1647] A means of identifying the problem and proposing appropriate countermeasures based on the detailed information of the fraudulent use obtained;

[1648] To investigate fraudulent use, we will report it to the relevant department and temporarily suspend the use of the card.

[1649] A system including a means for providing users with contact information for the relevant department.

[1650] (Claim 2)

[1651] 10. The system of claim 1, further comprising means for automatically requesting additional details based on the specific details of the fraudulent use entered by the user at the time of initial access.

[1652] (Claim 3)

[1653] The system according to claim 1, further comprising means for automatically reporting to the responsible department and suspending card usage through an API.

[1654] "Example 1"

[1655] (Claim 1)

[1656] means for accepting access from a user;

[1657] means for sending an initial response message to the user;

[1658] a means for obtaining specific details of the misuse from the user;

[1659] A means of identifying the problem and proposing appropriate measures based on the details of the misuse obtained; and

[1660] To investigate fraudulent use, we will report it to the relevant department and temporarily suspend the use of the card.

[1661] A system including a means for directing users to the contact details of the department in charge.

[1662] (Claim 2)

[1663] 10. The system of claim 1, further comprising means for automatically requesting additional details based on the specific details of the fraudulent use entered by the user upon initial access.

[1664] (Claim 3)

[1665] The system according to claim 1, further comprising means for automatically reporting to the relevant department and suspending card usage through an API.

[1666] "Application Example 1"

[1667] (Claim 1)

[1668] A chat system that is accessible to users to address concerns about fraudulent use,

[1669] means for accepting access from a user;

[1670] means for sending an initial response message to the user;

[1671] a means for obtaining specific details of the fraudulent use from the user;

[1672] A means of identifying the problem and proposing appropriate countermeasures based on the detailed information of the fraudulent use obtained;

[1673] To investigate fraudulent use, we will report it to the relevant department and temporarily suspend the use of the card.

[1674] A means for providing the user with the contact details of the department in charge;

[1675] means for generating a program for executing the procedure;

[1676] A system including means for executing procedures in real time based on the generated program.

[1677] (Claim 2)

[1678] 10. The system of claim 1, further comprising means for automatically requesting additional details based on the specific details of the fraudulent use entered by the user at the time of initial access.

[1679] (Claim 3)

[1680] The system according to claim 1, further comprising means for automatically reporting to the responsible department and suspending card usage through an API.

[1681] "Example 2: Combining Emotion Engines"

[1682] (Claim 1)

[1683] 1. A user-accessible chat system comprising:

[1684] means for accepting access from a user;

[1685] means for sending an initial response message to the user;

[1686] a means for obtaining specific details from the user;

[1687] A means for analyzing user emotions using an emotion analysis engine;

[1688] means for adjusting and sending a response message to the user based on the analysis results;

[1689] A means for identifying the problem and proposing appropriate countermeasures based on the obtained detailed information;

[1690] We will report the incident to the appropriate department for investigation and suspend the use of the card.

[1691] A system including a means for providing users with contact information for the relevant department.

[1692] (Claim 2)

[1693] 10. The system of claim 1, further comprising means for automatically prompting for additional detailed information based on specific details entered by the user upon initial access.

[1694] (Claim 3)

[1695] The system according to claim 1, further comprising means for automatically reporting to the responsible department and suspending card usage through an API.

[1696] "Application example 2 when combining emotion engines"

[1697] (Claim 1)

[1698] 1. A user-accessible chat system comprising:

[1699] means for accepting access from a user;

[1700] means for sending an initial response message to the user;

[1701] a means for obtaining specific details of the fraudulent use from the user;

[1702] A means for identifying the problem and proposing appropriate countermeasures based on the acquired detailed information of the fraudulent use and the emotional state of the user;

[1703] To investigate the misuse, we will report it to the relevant department and temporarily suspend the use of the assets.

[1704] A means for providing the user with the contact details of the department in charge;

[1705] means including an engine for analyzing the emotional state of a user;

[1706] A means for generating and sending appropriate response messages based on the user's emotional state.

[1707] A system including:

[1708] (Claim 2)

[1709] 10. The system of claim 1, further comprising means for automatically requesting additional detailed information based on specific details of the fraudulent use entered by the user at the time of initial access and sentiment analysis.

[1710] (Claim 3)

[1711] The system according to claim 1, further comprising means for automatically reporting to the responsible department and suspending the use of assets through an API. [Explanation of symbols]

[1712] 10, 210, 310, 410 Data Processing Systems 12 Data Processing Device 14 Smart Devices 214 Smart Glasses 314 Headset-type terminal 414 Robot< / url:> < / url:> < / url:> < / url:>

Claims

1. A chat system that is accessible to users to address concerns about fraudulent use, means for accepting access from a user; means for sending an initial response message to the user; a means for obtaining specific details of the fraudulent use from the user; A means of identifying the problem and proposing appropriate countermeasures based on the detailed information of the fraudulent use obtained; To investigate fraudulent use, we will report it to the relevant department and temporarily suspend the use of the card. A system including a means for providing users with contact information for the relevant department.

2. 2. The system of claim 1, further comprising means for automatically requesting additional detailed information based on specific details of fraudulent use entered by the user at the time of initial access.

3. The system according to claim 1, further comprising means for automatically reporting to a responsible department and suspending card usage through an API.

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