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

Abstract

To support accurate hearing of a latent problem of a customer.SOLUTION: An information processing apparatus according to an embodiment includes a first generator that generates question content including at least an initial question and an answer input form capable of receiving an input of an answer, and support content that supports asking an additional question that is a second or subsequent question. A second generation unit configured to generate support content including at least the answer and a comment input form capable of receiving an input of a comment to the answer, and an update unit configured to add the received comment to the support content in response to receiving the comment input via the comment input form, and control the support content to which the comment is added to be displayed on at least one of the second terminal device and the third terminal device.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] The effectiveness of on-the-job training (OJT) is well known in the development of sales representatives. By having a sales representative negotiate with a customer together with a mentor who has more sales experience than the sales representative, the sales representative can receive support from the mentor during the negotiation and feedback on the sales activities from the mentor after the negotiation. In recent years, technology has become known that allows sales representatives to receive support for negotiations from a mentor remotely. Patent Document 1 discloses a sales support method that allows a sales representative to access a management server using an information processing terminal device and receive real-time advice from a mentor remotely. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-020149 Summary of the Invention [Problem to be solved by the invention]

[0004] However, the sales support method described in Patent Document 1 merely automatically extracts advice points, which are items on which a mentor should provide advice, based on the transitions in topics recorded in minutes of business negotiations. In this regard, in sales activities, it is important to listen to potential issues that the customer has not yet noticed, or that have not yet been made apparent or verbalized. Therefore, if the automatically extracted advice points are not in line with the customer's potential issues, or if the sales representative repeatedly asks questions unrelated to the customer's potential needs, the customer's potential issues will not be heard, and sales activities that lead to a deal will not be realized.

[0005] The present invention has been made in view of the above-mentioned problems, and aims to provide an information processing method that supports accurate hearing of potential problems of customers. [Means for solving the problem]

[0006] An information processing device according to one aspect of the present disclosure is an information processing device interconnected via a network with a first terminal device, a second terminal device, and a third terminal device, each of which is operated by a different operator, and includes a first generation unit that generates question content including at least an initial question that is a first question to the operator of the first terminal device and an answer input form that can accept input of an answer to the initial question, a first control unit that displays the question content generated by the first generation unit on the first terminal device, a receiving unit that receives the answer input accepted via the answer input form, and support content that supports asking a follow-up question that is a second or subsequent question to the operator of the first terminal device, the support content including at least the answer input accepted via the answer input form and a previous a second generation unit that generates support content including at least a comment input form that can accept input of comments on the answer; a second control unit that displays the support content generated by the second generation unit on the second terminal device operated by an operator different from the first terminal device, and on the third terminal device operated by an operator different from the first terminal device and the second terminal device; and an update unit that adds the received comment to the support content in response to the receiving unit receiving the comment accepted as input via the comment input form, wherein the second control unit displays the support content to which the comment has been added by the update unit on at least one of the second terminal device and the third terminal device. [Effects of the Invention]

[0007] According to the present disclosure, an information processing method can be realized that supports accurate hearing of potential customer issues. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an example of an outline of information processing according to an embodiment. [Figure 2] FIG. 2 is a diagram illustrating an example of the configuration of an information processing system according to the embodiment. [Figure 3] FIG. 3 is a diagram illustrating an example of the configuration of the information processing device according to the embodiment. [Figure 4] FIG. 4 is a diagram illustrating an example of management information stored in the planning database according to the embodiment. [Figure 5] FIG. 5 is a diagram showing an example of the contents of management information stored in the question DB according to the embodiment. [Figure 6] FIG. 6 is a diagram showing an example of the contents of management information stored in the comment DB according to the embodiment. [Figure 7] FIG. 7 is a diagram illustrating an example of the configuration of a terminal device according to the embodiment. [Figure 8] FIG. 8 is a diagram illustrating an example of an information processing sequence according to the embodiment. [Figure 9] FIG. 9 is a diagram illustrating an example of question content according to the embodiment. [Figure 10] FIG. 10 is a diagram illustrating an example of report content according to the embodiment. [Figure 11] FIG. 11 is a diagram illustrating an example of support content according to the embodiment. [Figure 12] FIG. 12 is a diagram illustrating an example of a screen transition of the support content according to the embodiment. [Figure 13] FIG. 13 is a diagram illustrating an example of a display screen of a question setting content according to the embodiment. [Figure 14] FIG. 14 is a diagram showing an example of a display screen of managed content according to the embodiment. [Figure 15] FIG. 15 is a flowchart showing an example of a procedure for sorting monitor windows according to the embodiment. [Figure 16] FIG. 16 is a diagram illustrating an example of the hardware configuration of a computer according to the embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0009] The information processing device, the information processing method, and the information processing program according to the present application (hereinafter referred to as "embodiments") will be described in detail with reference to the drawings. Note that the information processing device, the information processing method, and the information processing program are not limited to the embodiments. Furthermore, the same components in the following embodiments are denoted by the same reference numerals, and duplicated descriptions will be omitted.

[0010] [Embodiment] [Outline of information processing according to the embodiment] An overview of information processing according to the embodiment will be described below with reference to Fig. 1. Fig. 1 is a diagram illustrating an overview of information processing according to the embodiment.

[0011] The server 100 is an information processing device that provides sales activity support services, including sending and receiving information related to sales activity support. The server 100 can be implemented as a standalone information processing device or a cloud system.

[0012] The sales terminal device 200 is used by a sales representative SR, who is a service user of the sales activity support service. The sales terminal device 200 is, for example, a notebook PC (Personal Computer). The sales activity support service of the embodiment is a service in which the sales representative SR receives advice via a network on how the sales representative SR should interact with a customer CL during a business negotiation with the customer CL. The sales representative SR can use various services through a sales activity support application program (hereinafter sometimes referred to as an "app") that has a function for linking the server 100 and the sales terminal device 200, which is pre-installed in the sales terminal device 200. Note that various services of this sales activity support service can also be used by accessing a site provided by the server 100 using a general web browser pre-installed in the sales terminal device 200.

[0013] The customer terminal device 300 is used by the customer CL, for whom the sales representative SR conducts sales activities. The customer terminal device 300 is, for example, a tablet-type information processing terminal device. In the sales activity support service of the embodiment, for example, the sales representative SR temporarily lends the customer terminal device 300 to the customer CL during business negotiations with the customer CL. However, the customer CL may access the server 100 using the customer terminal device 300 that the sales representative SR owns. In the embodiment, business negotiations between the sales representative SR and the customer CL are primarily assumed to be face-to-face negotiations at the customer site where the customer CL resides. However, the sales activity support service can also be applied to so-called remote business negotiations in which the terminal devices are interconnected via a network. The sales representative SR can use various services through a sales activity support app that has a function for linking the server 100 and the customer terminal device 300 and that is pre-installed on the customer terminal device 300.

[0014] In S101, the server 100 transmits question content to the customer terminal device 300. The question content is a question that the salesperson SR asks the customer CL, and includes an initial question, which is the first question the salesperson SR asks in a business negotiation with the customer CL. The initial question does not only refer to the first meeting between the salesperson SR and the customer CL, but also includes a first meeting between the salesperson SR and the customer CL for different products and different transactions, even if the salesperson SR has previously met the customer CL. Furthermore, the question content includes an answer input form that can accept input of an answer to the initial question. In S102, the customer CL checks the question content displayed on the customer terminal device 300 handed to them by the salesperson SR, and inputs an answer to the initial question into the answer input form. When the customer CL inputs answers to the answer input form, in S103 the customer terminal device 300 sequentially transmits the input answers to the server 100. Details of the question content will be described later.

[0015] In S104, the server 100 generates report content based on the answers from the customer CL. In the sales activity support service of the embodiment, for example, report content is generated in which answers from the customer CL are associated with each question item. Details of the report content will be described later.

[0016] Next, in S105, the server 100 transmits the report content to the customer terminal device 300. Upon receiving the report content from the server 100, the customer terminal device 300 displays the received report content on the display unit 750 of the customer terminal device 300.

[0017] In S106, the server 100 generates support content based on the answers from the customer CL. The support content is content that supports the sales representative SR in accurately interviewing the customer CL, and includes, in addition to the contents of the report content, a comment input form that can accept comments for each question item. Unlike the report content, the support content is displayed only on the display unit 750 of the sales terminal device 200 and the display unit 750 of the advisor terminal device 400. The sales representative SR and the sales advisor SV can exchange comments between the sales terminal device 200 and the advisor terminal device 400 via the support content provided by the server 100.

[0018] In S107, the server 100 transmits the support content to the advisor terminal device 400. In addition, in S108, the server 100 transmits the support content to the sales terminal device 200.

[0019] The advisor terminal device 400 is used by a sales advisor SV, who is the other service user of the sales activity support service. The advisor terminal device 400 is, for example, a notebook PC. The sales advisor SV is assumed to be the supervisor or boss of the sales representative SR, but may also be, for example, an external collaborator (so-called consultant or advisor) who belongs to a company other than the company to which the sales representative SR belongs. In the embodiment, an example will be described in which the advisor terminal device 400 is used at a site different from the client site that the sales representative SR is visiting for business negotiations, but the sales advisor SV may also be used at the client site after accompanying the sales representative SR to the business negotiations.

[0020] In S109, the advisor terminal device 400 accepts a comment from the sales advisor SV via a comment input form included in the assistance content. The comment input form of the assistance content is provided corresponding to each question item. Therefore, if the sales advisor SV is interested in an answer from the customer CL, he / she can input a comment for the question item to which the answer was elicited from the customer CL. An example of a comment input by the sales advisor SV is a follow-up question to the answer from the customer CL, known as a follow-up question. By asking a follow-up question to an answer, for example, it is possible to encourage the customer CL to explain in his / her own words the background and reasons behind the answer he / she gave. Note that while FIG. 1 shows a single sales advisor SV inputting a comment, multiple sales advisor SVs may each operate the advisor terminal device 400 to input comments. In S110, the advisor terminal device 400 transmits the comment that has been input to the server 100.

[0021] In S111, the server 100 updates the assistance content by adding the received comment to the assistance content in response to receiving the comment from the advisor terminal device 400. Next, in S112, the server 100 transmits the updated assistance content to the sales terminal device 200.

[0022] During negotiations with the customer CL, the sales representative SR can check points of concern in the content of the answers from the customer CL by viewing the support content (S108) received by the sales terminal device 200. By viewing the support content, the sales representative SR can advance the dialogue with the customer CL while considering follow-up questions himself. In addition, by viewing the updated support content (S112), the sales representative SR can also check comments from the sales advisor SV in real time. The comments from the sales advisor SV are mainly follow-up questions for the customer CL. In this regard, although the sales representative SR can consider follow-up questions for the customer CL himself, it is useful in that he can obtain knowledge about follow-up questions that he himself may not have noticed from someone with more sales experience than the sales representative SR.

[0023] In S113, the sales terminal device 200 accepts a comment from the sales representative SR via a comment input form included in the support content. The comment input form included in the updated support content may be a comment input form in a so-called message thread format. By managing the exchange of comments in a message thread format, it is possible to record the exchange of comments between the sales representative SR and the sales advisor SV in chronological order for each question item. Next, in S114, the sales terminal device 200 transmits the comment that has been input to the server 100.

[0024] In S115, in response to receiving the comment from the sales terminal device 200, the server 100 adds the received comment to the assistance content and updates the assistance content. Subsequently, the sales representative SR and the sales advisor SV repeatedly input comments in accordance with the progress of the Q&A session between the sales representative SR and the customer CL at the customer site. The server 100 repeats the assistance content update process of S106, S111, and S115 in response to receiving these comments from the sales terminal device 200 and the advisor terminal device 400. Then, when the business negotiation at the customer site is completed, the sales terminal device 200 or the advisor terminal device 400 receives an instruction to terminate the session that has been exchanged between the server 100, the sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400 via the network. In this embodiment, the series of sessions is terminated in response to pressing an end button (not shown) displayed on the display unit 750 of the sales terminal device 200 or the display unit 750 of the advisor terminal device 400, but the embodiment is not limited thereto.

[0025] [Example of information processing system configuration] 2 is a diagram showing an example of the configuration of an information processing system according to an embodiment. The information processing system SYS includes a server 100, a sales terminal device 200, a customer terminal device 300, and an advisor terminal device 400. These information processing devices are connected to each other via a network NW so that they can communicate with each other. The network NW may be wired or wireless, or a combination of wired and wireless, such as a LAN (Local Area Network), a WAN (Wide Area Network), or the Internet.

[0026] In FIG. 2, each device except for the sales terminal device 200 is shown as a single information processing device, but this is merely an example and each device may be configured with multiple devices. Also, other devices than those shown in FIG. 2 may be included. The sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400 can connect to a network NW via a wireless communication network such as LTE (Long Term Evolution) or a 5G (5th Generation) mobile communication system, and communicate with other information processing devices. The sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400 can connect to a network NW via short-range wireless communication such as Bluetooth (registered trademark) and WiFi, and communicate with other information processing devices.

[0027] [Server Configuration] Fig. 3 is a diagram showing an example of the configuration of the server 100 according to the embodiment. The server 100 is an example of an information processing device. An example of the functional configuration of the server 100 will be described below with reference to Fig. 3. The server 100 according to the embodiment includes a communication unit 110, a storage unit 120, and a control unit 130.

[0028] (Communication unit 110) The communication unit 110 is, for example, a network interface card (NIC). The communication unit 110 is connected to the network NW by wire or wirelessly, and exchanges information with the sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400.

[0029] (Storage unit 120) The storage unit 120 is, for example, a hard disk drive (HDD). The storage unit 120 stores programs and data used for control and calculation in the control unit 130. The storage unit 120 is realized by a storage device such as an HDD, or a semiconductor memory element such as a random access memory (RAM). The storage unit 120 of the embodiment includes a negotiation database (DB) 121, a question DB 122, and a comment DB 123.

[0030] (Business negotiation DB121) The negotiation DB 121 stores management information related to service users (sales representatives SR and sales advisors SV) of the sales activity support service. FIG. 4 is a diagram showing an example of the content of management information stored in the negotiation DB 121 according to the embodiment. As shown in FIG. 4, the negotiation DB 121 includes the following fields: "negotiation ID," "product / project," "customer ID," "sales representative ID," and "sales advisor ID," and these fields are associated with each other.

[0031] The "business negotiation ID" is an identifier for uniquely identifying a business negotiation that is managed by the sales activity support service. The business negotiation ID is assigned when question content is generated. "Product / Project" is information about the merchandise in a business negotiation, and in the example of Figure 4, "XX Image Analysis Device" and "YY Application Development Project" are shown as examples. The information stored in correspondence with the "Product / Project" item may be a product / service that the customer CL is currently using, or a product / service that the sales representative SR wants to sell. The "customer ID" is an identifier for uniquely identifying the customer CL who is the target of the sales activities of the sales representative SR. As long as the customer CL can be uniquely identified, the name of the customer CL or the name of the company to which the customer CL belongs may be stored in the business negotiation DB 121 instead of the ID (identifier). The customer ID is assigned when registering to use the sales activity support service. The "Salesperson ID" is an identifier for uniquely identifying the salesperson SR in charge of the business negotiation identified by the business negotiation ID. As long as it can uniquely identify the salesperson SR, it can be the name or nickname of the salesperson SR, regardless of the ID (identifier). The salesperson ID is also assigned when registering to use the sales activity support service. The "Sales Advisor ID" is an identifier for uniquely identifying the sales advisor SV in charge of the business negotiation identified by the business negotiation ID. As long as it can uniquely identify the sales advisor SV, it can be the name or nickname of the sales advisor SV, regardless of the ID (identifier). The sales advisor ID is also assigned when registering to use the sales activity support service.

[0032] (Question DB122) The question DB 122 stores management information for managing questions exchanged between the server 100 and the customer terminal device 300 in the sales activity support service. Fig. 5 is a diagram showing an example of the contents of the management information stored in the question DB 122 according to the embodiment. As shown in Fig. 5, the question DB 122 includes the items of "negotiation ID," "question ID," "question," "answer," and "satisfaction level," and these items are associated with each other.

[0033] The "question ID" is an identifier for uniquely identifying a question to be asked to the customer CL through the question content during a business negotiation with the customer CL. The question ID is assigned when the question content is generated. The "question" is the specific content of the question identified by the question ID, and is preferably stored in text format in the question DB 122. The questions stored in the question DB 122 can be set in advance by the sales representative SR via the question setting content before the business negotiation. "Answer" is the specific content of the answer input from the customer CL via the question content of the customer terminal device 300. In the question content according to the embodiment, a multiple-choice question is presented to the customer CL. In the example of FIG. 5, the content of the option selected by the customer CL is stored in the "Answer" item of the question DB 122. The "satisfaction level" is an index indicating how positive or negative the customer's response to a multiple-choice question is. In the question content according to the embodiment, percentage indicators of "100%, 75%, 50%, 25%, and 0% are pre-assigned to each of the options "Applicable," "Somewhat Applicable," "Neither Applicable nor Disagreeable," "Not Very Applicable," and "Not Applicable." As shown in FIG. 5 , when the option "Not Very Applicable" is selected for the question IQ#001, the satisfaction level for the question IQ#001 is 25%, indicating that the customer's view is somewhat negative. The satisfaction level is primarily displayed on the support content, and the sales representative SR and the sales advisor SV can intuitively recognize the customer's reaction to the question by referring to the satisfaction level rather than the specific content of the response. In the sales activity support service according to the embodiment, the "satisfaction level" is used as one form of response.

[0034] (Comment DB123) The comment DB 123 stores management information for managing comments exchanged between the sales terminal device 200 and the advisor terminal device 400 in the sales activity support service. Fig. 6 is a diagram showing an example of the contents of the management information stored in the comment DB 123 according to the embodiment. As shown in Fig. 6, the comment DB 123 includes the items of "Question ID," "Entry time," "Entry by," and "Comment," and these items are associated with each other.

[0035] The "time of entry" is the time when the sales terminal device 200 or the advisor terminal device 400 accepts the comment input, or the time when the server 100 receives the comment via the network, and is stored for each comment. In other words, the time of entry is time stamp information. The information on the time of entry is used, for example, in the support content, to display comments in chronological order. "Author" stores information about the person who wrote the comment. In the example shown in FIG. 6, the information is stored in the form of a sales representative ID and a sales advisor ID, but it may also be a name or nickname. Also, multiple sales advisor SVs may be involved in a single business negotiation, in which case the multiple sales advisor SVs are each stored in the comment DB 123 with different sales advisor IDs. "Comment" is the specific content of a comment that is received as input from the sales representative SR and the sales advisor SV via the support content of the sales terminal device 200 and the advisor terminal device 400. In the example of Fig. 6, the content of the comment is stored in the "comment" item of the comment DB 123 in text format, but it may also be stored in the "comment" item of the comment DB 123 as audio data.

[0036] (control unit 130) The control unit 130 is realized by a CPU (Central Processing Unit) or an MPU (Micro Processing Unit), and is realized by executing various programs stored in the storage unit 120 of the server 100 using RAM (Random Access Memory) as a work area. The type of processor is not limited to these, and the control unit 130 can also be realized by an integrated circuit such as an FPGA (Field Programmable Gate Array) or an ASIC (Application Specific Integrated Circuit). The control unit 130 of the embodiment has a generation unit 131, an update unit 132, an evaluation unit 133, and a sorting unit 134.

[0037] (Generation unit 131) The generation unit 131 generates each content to be displayed on the display unit 750 of each terminal device (200, 300, 400). The content in the embodiment is, for example, question content for obtaining an answer from the customer CL, report content generated based on the answer from the customer CL, and support content for supporting the sales representative SR in accurately interacting with the customer CL. In addition, the generation unit 131 also generates question setting content for setting a question to be displayed in the question content, and management content for supporting the sales advisor SV in managing multiple business negotiations.

[0038] (Updated part 132) The update unit 132 updates the target content based on the information transmitted from each terminal device (200, 300, 400) to the server 100. Specifically, the update unit 132 adds the comment received from the advisor terminal device 400 to the assistance content and executes the update process.

[0039] (Evaluation Section 133) The evaluation unit 133 performs a predetermined calculation using the satisfaction level for each negotiation as an input based on the response from the customer CL transmitted from the customer terminal device 300 to the server 100, and derives an evaluation score for each negotiation.

[0040] (Sorting section 134) The sorting unit 134 sorts the evaluation scores derived by the evaluation unit 133. The sorting unit 134 also executes display control to sort a plurality of monitor windows in order and display them on the display screen 1400 of the managed content.

[0041] [Terminal device configuration] Fig. 7 is a diagram showing an example of the configuration of a terminal device 700 according to an embodiment. In the embodiment, the terminal device 700 realizes the sales terminal device 200, the customer terminal device 300, and the advisor terminal device 400. An example of the functional configuration of the terminal device 700 will be described below with reference to Fig. 7. The terminal device 700 according to the embodiment has a communication unit 710, a storage unit 720, a control unit 730, an input unit 740, and a display unit 750.

[0042] (Communication unit 710) The communication unit 710 is, for example, a NIC. The communication unit 710 is connected to the network NW by wire or wirelessly, and exchanges information with the server 100 and other devices.

[0043] (Storage unit 720) The storage unit 720 stores programs and data used for control and calculation in the control unit 730. The storage unit 720 is realized by a storage device such as an HDD, a semiconductor memory element such as a RAM, or the like.

[0044] (Control unit 730) The control unit 730 is realized by a CPU, an MPU, or the like, and is realized by executing various programs stored in the storage unit 720 of the terminal device using RAM as a work area. The type of processor is not limited to these, and the control unit 730 can also be realized by an integrated circuit such as an FPGA or an ASIC. The control unit 730 of the embodiment has a display control unit 731.

[0045] (Display control unit 731) The display control unit 731 executes control for displaying and outputting various contents transmitted from the server 100 on the display unit 750. Information transmitted from the server 100 to the terminal device 700 may be information described in, for example, a style sheet language such as CSS (Cascading Style Sheets) or a markup language such as XML (Extensible Markup Language) or HTML (Hypertext Markup Language). Alternatively, information transmitted from the server 100 to the terminal device 700 may be information described in a data description language such as JSON (JavaScript Object Notation). In this case, the display control unit 731 interprets the content of these description languages ​​and generates display information to be drawn on the display unit 750.

[0046] (Input unit 740) The input unit 740 is, for example, one of various input devices such as a mouse, a keyboard, a scanner, and a microphone, and can accept input of various information from the operator of the terminal device 700.

[0047] (Display section 750) The display unit 750 is, for example, a display, and can display the drawing information generated by the display control unit 731. The display unit 750 may also be an external display connected to the outside of the terminal device via an input / output interface such as a USB. If the display unit 750 is a touch panel display, the touch panel display performs the functions of both the input unit 740 and the display unit 750.

[0048] [Information processing sequence according to the embodiment] An information processing sequence according to the embodiment will be described below with reference to Fig. 8. Fig. 8 is a diagram illustrating an information processing sequence according to the embodiment.

[0049] In S801, the control unit 130 of the server 100 (hereinafter simply referred to as "server 100") transmits question content to the customer terminal device 300. The question content is a question that the sales representative SR asks the customer CL, and includes an initial question, which is the first question the sales representative SR asks in a business negotiation with the customer CL. FIG. 9 is a diagram illustrating an example of a display screen 900 for question content according to an embodiment. The display screen 900 for question content is displayed on the display unit 750 of the customer terminal device 300 and includes a question 910, an answer form 920, and a re-entry button 930. For example, the question 910 may read, "The current method, existing product, or equipment has aaa function or a function equivalent thereto, and replacement can be completed within 30 minutes." The question content may include multiple questions 910. In the example shown in FIG. 9, multiple questions 910 are set for each category, such as "functions and specifications," "performance," "quality," "price and delivery time," and "maintenance and support."

[0050] The questions 910 are questions to be asked of the customer CL, and can be stored in advance in the question DB 122 of the server 100 by the sales representative SR before visiting the customer CL. The sales representative SR may determine the content of the questions 910 himself or herself, or may determine the content of the questions 910 in consultation with the sales advisor SV. An answer form 920 is provided in association with each question 910, and preferably a multiple-choice answer form is used. The embodiment is not limited to this, and a text input form may also be used. The re-input button 930 is a UI (User Interface) mainly for accepting input by the customer CL. Pressing this re-input button 930 clears the answers that the customer CL has input into the answer form 920, allowing the customer CL to input an answer to the question content from the beginning.

[0051] In S802, the control unit 730 of the customer terminal device 300 (hereinafter simply referred to as "customer terminal device 300") accepts input of an answer to the question 910 from the customer CL via the answer form 920. Next, in S803, the customer terminal device 300 transmits the answer accepted in S802 to the server 100. In this embodiment, the customer terminal device 300 sequentially transmits information related to the answer to each question item for which an answer has been accepted to the server 100. For example, in the example shown in FIG. 9, if "Not really applicable" is selected in the answer form 920 as the answer corresponding to the question item "1. Functions and specifications," the information of "Not really applicable," which is the answer to "1," is transmitted to the server 100 without waiting for an answer to be entered corresponding to the next question item "2. Performance."

[0052] In S804, the generation unit 131 of the server 100 generates report content based on the answers from the customer CL. The report content according to the embodiment is content for presenting the content of the answers entered by the customer CL to the customer CL, and is content in which the answers from the customer CL are associated with each question item. For example, if the answer form 920 is a multiple-choice format, the report content may be generated so as to include the satisfaction level for each option entered by the customer CL. If the answer form 920 is a fill-in format, the answers obtained in text form may be input into a generation AI (large-scale language model) that has been trained on answers obtained in past business negotiations to obtain a summary, and the report content may be generated so as to include the summary of the obtained answer.

[0053] In S805, the server 100 transmits the report content to the customer terminal device 300. When the customer terminal device 300 receives the report content from the server 100, the display control unit 731 of the customer terminal device 300 (hereinafter simply referred to as the "customer terminal device 300") displays the received report content on the display unit 750 of the customer terminal device 300. FIG. 10 is a diagram showing an example of a display screen 1000 of the report content according to the embodiment. The display screen 1000 of the report content is displayed on the display unit 750 of the customer terminal device 300 and includes at least an answer 1010 corresponding to a question 910. The display screen 1000 of the report content according to the embodiment shows that the answer "Not very applicable" is selected in response to the question 910, "The current method, existing product / equipment has aaa function or a function equivalent thereto, and replacement can be completed within 30 minutes," and the "satisfaction level" for the question 910 is displayed as 25%. In the example of report content shown in Fig. 10, a satisfaction level of "25%" is associated with question 910, but the selected answer "not very applicable" may also be associated with it. Furthermore, the report content may include not only questions 910 and answers 1010, but also graphs 1020 that visualize the evaluation scores for each question item. The display screen in Fig. 10 shows how graphs 1020 in radar chart format are displayed for each question item.

[0054] By viewing the report content displayed on the display unit 750 of the customer terminal device 300, the customer CL can easily understand a summary of their own answers. The report content shown in FIG. 10 is also included in the support content described below. From the perspective of the sales representative SR, by viewing the report content, the sales representative SR can intuitively recognize which questions the customer CL answered positively and which questions they answered negatively. In addition, by obtaining the customer CL's answers to the question content, the sales representative SR can visualize the areas on which the sales representative SR should advance their dialogue with the customer CL. Therefore, the sales representative SR does not need to verbally ask unnecessary questions to the customer CL. As a result, from the customer CL's perspective, this is useful in that it eliminates the need to waste time on negotiations, and from the sales representative SR's perspective, it allows for more efficient sales activities.

[0055] In S806, the server 100 generates support content based on the answers from the customer CL. The support content is content that supports the sales representative SR to have an appropriate dialogue with the customer CL, and includes, in addition to the contents of the report content, a comment input form that can accept input of comments for each question item.

[0056] In S807, the server 100 transmits the support content to the advisor terminal device 400. In addition, in S808, the server 100 transmits the support content to the sales terminal device 200. When the advisor terminal device 400 and the sales terminal device 200 receive the support content from the server 100, they display the received support content on their respective display units 750. FIG. 11 is a diagram showing an example of a display screen 1100 of the support content according to this embodiment. The display screen 1100 of the support content is the same as the display screen 1000 of the report content in that a question 910 and an answer 1010 are displayed in association with each other. In addition, the display screen 1100 of the support content includes at least a management information display area 1110 showing information about the sales representative SR, etc., and a comment input form 1120. The comment input form 1120 is included in both the support content displayed on the display unit 750 of the sales terminal device 200 and the support content displayed on the display unit 750 of the advisor terminal device 400. The sales representative SR can input comments via the input unit 740 of the sales terminal device 200, and the sales advisor SV can input comments via the input unit 740 of the advisor terminal device 400. In the support content according to the embodiment, a tag 1121 is provided in the comment input form 1120. The tag 1121 is a mark for indicating which question the comment is related to, and the same number of tags as the questions included in the updated content are displayed. In the support content example shown in FIG. 11, the tag "IQ#001" is provided in correspondence with the question about "1. Functions and Specifications." For example, when the sales advisor SV places the mouse cursor on any tag and clicks the tag to which the comment is to be made, the tag is highlighted. This allows the comment written in the comment input form 1120 to be tagged, making it easy to see which question the comment is related to.

[0057] Next, an embodiment in which the update unit 132 of the server 100 updates the support content will be described. In S809, the control unit 730 of the advisor terminal device 400 (hereinafter simply referred to as "advisor terminal device 400") accepts input of a comment from the sales advisor SV via the comment input form 1120 of the assistance content. In S810, the advisor terminal device 400 transmits the accepted comment to the server 100. In S811, the update unit 132 of the server 100 adds the received comment to the assistance content in response to receiving the comment from the advisor terminal device 400. When the update unit 132 of the server 100 receives a new comment from the advisor terminal device 400, it stores the content of the comment in the corresponding record of the comment DB 123. Specifically, it identifies the question ID that is the subject of the comment, and stores a timestamp (the time the comment was entered by the advisor terminal device 400 or the time the comment was received by the server 100), information about the commenter, and the content of the comment in the record corresponding to the question ID. Next, in S812, the server 100 transmits the updated content to the sales terminal device 200.

[0058] FIG. 12 is a screen transition diagram showing how assistance content is updated in an embodiment. In response to receiving updated assistance content from the server 100, the display control unit 731 of the sales terminal device 200 additionally displays a comment display area 1210 within the assistance content. In the example screen display of the assistance content shown in FIG. 12, a tag display indicating which question the comment is for, header information 1211 including the sales advisor ID of the person who posted the comment and timestamp information are displayed in the comment display area 1210. In addition, in the example screen display shown in FIG. 12, a comment body 1212 has been added to prompt the sales representative SR to ask the customer CL an additional question: "The satisfaction level for the 'functions and specifications' item is low. Which specific image analysis function is the problem?"

[0059] By displaying the updated content with the comment text 1212 added on the display unit 750 of the sales terminal device 200, the sales representative SR can check the support details from the sales advisor SV in real time during negotiations with the customer CL. If the sales representative SR becomes unsure of what questions to ask the customer CL during negotiations in sales activities, the negotiations (interviews) may end at that point, or the sales representative SR may be unable to ask appropriate questions, making it difficult to extract useful information from the customer CL. According to the sales activity support method of the embodiment, the sales representative SR can avoid the above situation by checking the comments from the sales advisor SV displayed on the sales terminal device 200.

[0060] Consider the following case where sales representative SR, having reviewed comment body 1212, verbally asks customer CL a follow-up question: "According to the report, the satisfaction level for 'function' is calculated to be low. There seems to be an issue with the function of the existing image analysis device. Can you tell me what the specific issue is?" In response to this follow-up question, customer CL verbally replies, for example, "The resolution that can be set on the image analysis device is low."

[0061] Upon receiving the response from the customer CL, the sales representative SR can input a comment into the comment input form 1120 of the assistance content. The screen transition example shown in FIG. 12 shows the comment "The resolution that can be set by image analysis is low." As described above, when the sales terminal device 200 accepts the input of the comment (S813), the update unit 132 of the server 100 adds the comment and updates the assistance content (S815). Next, the updated assistance content is sent to the sales terminal device 200 (S816), and the comment display area 1210 is additionally displayed.

[0062] Thereafter, the end button (not shown) is pressed on the sales terminal device 200 and the advisor terminal device 400, and once S816 is completed, the process returns to (1) again, and comment input from each terminal device and updating of the support content by the update unit 132 of the server 100 are repeated until the series of sessions corresponding to this business negotiation is completed.

[0063] In the example screen transition shown in Figure 12, the sales advisor SV's comment, "What will be improved if you solve that problem? What will be improved if you can set a high resolution for image analysis?" is added to the updated content and displayed. In response to this comment added by the sales advisor SV, the sales representative SR can further advance the dialogue with the customer CL. Specifically, the sales representative SR can ask an additional verbal question during the sales negotiation: "What specifically will be improved if you solve that problem?" and can elicit a verbal response from the customer CL: "If you can set a high resolution, you will no longer miss microcracks in the object being inspected."

[0064] The sales representative SR then asks a follow-up question verbally: "What specific improvements can you expect if you no longer miss microcracks in the objects being inspected?", and is able to elicit the verbal answer from the customer CL: "If we can reliably detect microcracks in the objects being inspected, it will reduce rework and lead to improved productivity."

[0065] The above describes the relationship between the dialogue between the sales representative SR and the customer CL and the exchange of comments between the sales representative SR and the sales advisor SV, which is realized by the information processing method of the embodiment. In the series of exchanges from when a comment is input into the sales terminal device 200 (S813) to when the updated assistance content is sent to the sales terminal device 200 (S816), the comment is displayed in the updated content in a message thread format. Displaying added comments in a message thread format allows the exchanged comments to be recorded in chronological order. Note that in the sequence diagram shown in FIG. 8, the advisor terminal device 400 accepts the comment input first, but the comment input order is not limited to the embodiment, and the sales terminal device 200 can accept the comment input first. For ease of explanation, the sequence diagram shown in FIG. 8 illustrates how, when the update unit 132 of the server 100 updates the assistance content, the updated content is sent to either the sales terminal device 200 or the advisor terminal device 400. In this regard, the embodiment is not limited to this, and may be configured such that once the update unit 132 of the server 100 updates the support content, the updated support content is sent to the sales terminal device 200 and the advisor terminal device 400.

[0066] [Question setting procedure] Next, a procedure for setting a question according to the embodiment will be described with reference to Fig. 13. Fig. 13 is a diagram showing an example of a display screen 1300 for question setting content according to the embodiment. The display screen 1300 for question setting content is displayed on the display unit 750 of the sales terminal device 200 and the display unit 750 of the advisor terminal device 400. The display screen 1300 for the question content includes a theme input form 1310, a question input form 1320, an answer field setting form 1330, a set button 1340, and a complete button 1350.

[0067] The sales representative SR can set the questions to be displayed in the question content before negotiating with the customer CL. As mentioned above, the questions to be displayed in the question content are questions to be asked to the customer CL during the first business negotiation with the customer CL or during business negotiations for a new product / service. In principle, the sales representative SR needs to set the questions to be displayed in the question content before negotiating with the customer CL.

[0068] The theme input form 1310 is an input form for accepting input of the theme (category) of a question. The question input form 1320 is an input form for accepting input of the main text of a question in text format. The answer field setting form 1330 is an input form for setting the display mode of the answer form displayed in the question content, and in this embodiment, the number of options can be selected in the form of radio buttons. The setting button 1340 is a button UI for transitioning to the next question setting page, and the completion button 1350 is a button UI for ending the question setting procedure. Information accepted through these input forms is transmitted from the sales terminal device 200 or the advisor terminal device 400 to the server 100 and recorded in a record of the question DB 122. Then, when the sales representative SR negotiates with the customer CL, the question content is displayed on the display unit 750 of the customer terminal device 300 (S801). At this time, the customer terminal device 300 requests question content from the server 100, and the server 100 reads out preset questions from the question DB 122, generates question content including these questions, and transmits it to the customer terminal device 300. During business negotiations with the customer CL, the sales representative SR hands the customer terminal device 300 to the customer CL with the question content displayed on the display unit 750 of the customer terminal device 300, and prompts the customer CL to answer.

[0069] As described above, according to the embodiment, questions to be asked to the customer CL can be flexibly set via the question setting content shown in FIG. 13 . Therefore, the sales representative SR can efficiently ask the customer CL a group of questions covering a wide range of topics. Furthermore, by providing multiple-choice answers to the questions, the sales representative SR can obtain answers for each question using an index (satisfaction level) indicating whether the customer CL has a positive or negative opinion. Therefore, the sales representative SR can efficiently identify themes that should be focused on in interviews with the customer CL or the customer CL's latent needs. The question setting content may also include a comment display field 1360 and a comment input form 1370. By displaying comments received from the sales advisor SV in the comment display field 1360 or exchanging comments via the comment input form 1370, the sales representative SR can receive support from the sales advisor SV when setting questions.

[0070] [Procedure for managing business opportunities] Next, a procedure for managing business negotiations according to an embodiment will be described with reference to FIGS. 14 and 15. FIG. 14 is a diagram showing an example of a display screen 1400 for managed content according to an embodiment. The display screen 1400 for managed content is displayed on the display unit 750 of the advisor terminal device 400 and has a function of displaying a list of multiple business negotiations that the sales advisor SV manages or supports. The display screen 1400 for managed content includes monitor windows 1410 and 1420. These monitor windows 1410 and 1420 are provided for each business negotiation (business negotiation ID). By clicking or tapping anywhere in the monitor windows 1410 and 1420 via the input unit 740 of the advisor terminal device 400, the display screen 1400 for managed content can be transitioned to the display screen 1100 for support content corresponding to each business negotiation ID.

[0071] The monitor window 1410 contains information indicating an overview of the business negotiation, such as "Customer: ABC Co., Ltd.", "Customer Representative: Customer Taro," "Sales Representative: Sales Taro," and "Product / Project: XX Image Analysis Device." The monitor window 1410 also contains an indicator 1411. The indicator 1411 according to the embodiment is made up of the numbers "1," "2," "3," "4," and "5," which correspond to the question items presented to the customer CL, namely, "Functions / Specifications," "Performance," "Quality," "Price, Delivery Time, etc.", and "Maintenance / Support." In other words, the "1," "2," "3," "4," and "5" in the indicator 1411 are number displays indicating the question items presented to the customer CL in the question content.

[0072] In response to receiving an answer from the customer terminal device 300 (S803), the update unit 132 of the server 100 changes the manner of displaying the number corresponding to the question that is the source of the answer. Changing the manner of the number display here is exemplified by switching the display color of the number display. On the display screen 1400 of the management content according to the embodiment, the number display "1" is grayed out when an answer to the question item "functions and specifications" has not been received. Then, when an answer to the question item "functions and specifications" is received, the update unit 132 of the server 100 cancels the graying out of the number display "1." The change in the manner of the number display in the indicator 1411 allows the sales advisor SV to intuitively recognize that Customer Taro (sales representative SR) has input an answer to the question content during a business negotiation between Salesperson Taro and Customer Taro (customer CL).

[0073] Furthermore, the update unit 132 of the server 100 changes the manner of displaying the number corresponding to the question on which the answer is based, depending on the content of the answer received from the customer terminal device 300. Here, changing the manner of displaying the number is exemplified by changing the font size of the number display. On the display screen 1400 of the management content according to the embodiment, when an option with a satisfaction level below a predetermined standard is selected, the font size of the number corresponding to the question on which the answer is based is enlarged.

[0074] It is estimated that the question items with low satisfaction are likely to include not only elements that the customer CL is dissatisfied with, but also elements that the customer CL perceives as potential issues. From the perspective of the sales representative SR and the sales advisor SV, these elements that the customer CL is dissatisfied with and elements that the customer CL perceives as potential issues are nothing but the customer CL's latent needs. The display control of the indicator 1411 in the embodiment is designed based on the above knowledge. That is, by enlarging the number display of question items with low customer CL satisfaction, the management content display screen 1400 can more efficiently attract the sales advisor SV's attention. From the perspective of the sales advisor SV, the large font size displayed on the indicator 1411 allows them to take action, such as entering a comment on that question item, as a priority.

[0075] In the example of the indicator 1411 shown in FIG. 14, "Not applicable (0%)" is selected for the question items "Functions and specifications" and "Performance," and the number indicators "1" and "2" are displayed in the largest font size. Furthermore, "Not very applicable (25%)" is selected for the question item "Quality," and the number indicator "3" is enlarged to a font size one step smaller than "1" and "2." On the other hand, "Somewhat applicable (75%)" or "Applicable (100%)" is selected for the question items "Price, delivery time, etc." and "Maintenance and support," and the number indicators "4" and "5" are displayed in the smallest font size (default size) without being enlarged. As described above, in the display control of the indicator 1411 according to the embodiment, for questions with a satisfaction level of 50% or less, the display number of the question that inspired the question is enlarged in stages according to the satisfaction level.

[0076] Next, a procedure for sorting the monitor windows 1410 and 1420 will be described with reference to FIGS. 14 and 15. On the managed content display screen 1400 according to the embodiment, the multiple monitor windows 1410 and 1420 are sorted (rearranged) and displayed within the managed content display screen 1400. As an example, consider a case where the top left corner of the managed content display screen 1400 is defined as the top position when the managed content display screen 1400 is viewed from the front. In this case, the update unit 132 of the server 100 sorts the multiple monitor windows from the top left corner, which is the top position, to the bottom right corner, which is the bottom position, and displays them on the managed content display screen 1400. Note that the multiple monitor windows may be sorted horizontally starting from the top left corner, or vertically starting from the top left corner.

[0077] In the display control of the indicator 1411 according to the embodiment, the enlargement of the display number of the question is controlled according to the satisfaction level associated with the question item. On the other hand, in the sorting control of the monitor window according to the embodiment, the evaluation unit 133 of the server 100 performs a predetermined calculation using the satisfaction level for each business negotiation as an input, and derives an evaluation score for each business negotiation. Next, the sorting unit 134 of the server 100 sorts (rearranges) the monitor windows according to the evaluation scores and displays them on the display screen 1400 of the managed content.

[0078] The evaluation unit 133 can derive an evaluation score for each negotiation using various methods. In the examples shown in FIGS. 14 and 15, the evaluation score is derived by adding up point values, for example. Specifically, a point value is associated in advance with each option displayed on the question content or each satisfaction level, and the point values ​​are added up in response to receiving an answer from the customer CL. This total value is output as the evaluation score.

[0079] In the example of the monitor window 1410 shown in FIG. 14, "Not applicable (0%)" is selected for the question items "Functions and specifications" and "Performance," and the pre-assigned points "5" and "5" are identified. Next, "Not very applicable (25%)" is selected for the question item "Quality," and the pre-assigned point "3" is identified. Next, for the question items "Price, delivery time, etc." and "Maintenance and support," if "Somewhat applicable (75%)" or "Applicable (100%)" is selected, or if no answer is entered (selected), the pre-assigned points "0" and "0" are identified. Then, the evaluation unit 133 of the server 100 adds up the identified points and obtains an evaluation score of 5 + 5 + 3 + 0 + 0 = 13.

[0080] Similarly, in the example of the monitor window 1420 shown in Fig. 14, when "Not applicable (0%)" is selected for the question items "Functions and specifications" and "Performance," the pre-associated points "5" and "5" are identified. Next, when "Somewhat applicable (75%)" or "Applicable (100%)" is selected for the question items "Quality," "Price, delivery time, etc." and "Maintenance and support," or when no answer is entered (selected), the pre-associated points "0" and "0" are identified. Then, the evaluation unit 133 of the server 100 adds up the identified points and obtains an evaluation score of 5 + 5 + 0 + 0 + 0 = 10.

[0081] Once the derivation of the evaluation score for each business negotiation is completed, the sorting unit 134 of the server 100 sorts the monitor windows 1410 and 1420 according to these evaluation scores and displays them on the management content display screen 1400. In the example of the display screen 1400 shown in Figure 14, the monitor window 1410 corresponding to the business negotiation with an evaluation score of "13" is displayed higher than the monitor window 1420 corresponding to the business negotiation with an evaluation score of "10".

[0082] Next, an example will be described in which the display positions of the monitor window 1410 and the monitor window 1420 are swapped on the display screen of the management content according to the embodiment. Consider a situation in which, during a business negotiation shown in the monitor window 1420, the customer CL (customer Jiro) inputs the answer option "Not applicable (0%)" to the question item "Price, delivery date, etc." via the customer terminal device 300. As described above, in the information processing method according to the embodiment, each time an answer input is accepted (each time an option is selected), the accepted answer is transmitted from the customer terminal device 300 to the server 100. The server 100 receives the answer as a trigger, and the evaluation unit 133 executes the evaluation score derivation process again.

[0083] In the example of the monitor window 1430 shown in FIG. 14, "Not applicable (0%)" is selected for the question items "Functions and specifications" and "Performance," and the pre-assigned points "5" and "5" are identified. Next, for the question item "Price, delivery time, etc.", the answer option is changed from being blank to being selected as "Not applicable (100%)," and the pre-assigned point "5" is identified. Next, for the question items "Quality" and "Maintenance and support," if "Somewhat applicable (75%)" or "Applicable (100%)" is selected, or if no answer option is entered (selected), the pre-assigned point "0" is identified. Then, the evaluation unit 133 of the server 100 adds up the identified points and obtains an evaluation score of 5 + 5 + 0 + 5 + 0 = 15.

[0084] Once the derivation of the evaluation score for each business negotiation is completed, the sorting unit 134 of the server 100 sorts the monitor windows 1410 and 1420 according to these evaluation scores and displays them on the managed content display screen 1400. In the example of the display screen 1400 shown in Figure 14, a monitor window 1430 corresponding to a business negotiation with an evaluation score of "15" is newly displayed above the monitor window 1410 corresponding to a business negotiation with an evaluation score of "13."

[0085] As mentioned above, it is estimated that the question items with low satisfaction are likely to include not only elements that the customer CL is dissatisfied with, but also elements that the customer CL perceives as potential issues. Based on this knowledge, the evaluation unit 133 evaluates that if there is a tendency for satisfaction with each business negotiation to be low, the potential needs of the customer CL are higher. As a result, the sales advisor SV is controlled to display the corresponding monitor window higher in order to encourage priority handling of business negotiations with a tendency for low satisfaction.

[0086] 15 is a flowchart showing an example of a procedure for sorting a monitor window according to an embodiment. Details of the procedure for sorting a monitor window according to an embodiment will be described below with reference to the flowchart in FIG.

[0087] In S1501, in response to receiving the response from the customer terminal device 300, the evaluation unit 133 of the server 100 performs a predetermined calculation using the satisfaction level for each negotiation as an input, and derives an evaluation score for each negotiation.

[0088] In S1502, the sorting unit 134 of the server 100 sorts the evaluation scores derived in S1501. As described above, in the sorting process according to the embodiment, the negotiations with the highest evaluation score are sorted in descending order.

[0089] In S1503, the sorting unit 134 of the server 100 executes display control to sort the multiple monitor windows in the order determined in S1502 and display them on the managed content display screen 1400. By executing the above processing procedure, the managed content display screen 1400 transitions to the screen shown in Fig. 14. When the processing of S1503 is completed, the procedure of the flowchart shown in Fig. 15 ends.

[0090] [Computer hardware configuration] The server 100 and the terminal device 700 according to the embodiment can be realized, for example, by a computer 2000 shown in Fig. 16. Fig. 16 is a diagram illustrating an example of the hardware configuration of the computer 2000 that realizes the functions of the server 100 and the terminal device 700 according to the embodiment.

[0091] In the computer 2000, a CPU 2110, a ROM (Read Only Memory) 2120, a RAM 2130, a storage device 2140, a network interface 2150, and an input / output interface 2160 are interconnected via a bus 2100. The computer 2000 is connected to a network NW via the network interface 2150. Furthermore, the computer 2000 is connected to a display device 2200, an input device 2300, and an output device 2400 via the input / output interface 2160.

[0092] The CPU 2110 reads out programs stored in the ROM 2120, RAM 2130, and storage device 2140 into a primary storage area and executes various processes. The RAM 2130 is preferably used as the primary storage area. The ROM 2120 and storage device 2140 are preferably used as secondary storage areas, and store data used by the CPU 2110 for calculations and various databases. The CPU 2110 realizes functions similar to those of the control unit 130 of the server 100 or the control unit 730 of the terminal device 700 by reading out programs into the primary storage area and executing them.

[0093] The network interface 2150 is, for example, a NIC, and receives data from other computers connected to the network NW, and transmits data to other computers connected to the network NW. The input / output interface 2160 is, for example, a USB (Universal Serial Bus), and is an interface that accepts information input from various input devices 2300, such as a mouse, keyboard, scanner, and microphone. The input / output interface 2160 is also an interface for transmitting information to various output devices 2400, such as a display monitor, printer, and speaker. Smartphones and tablet-type information terminals can accept various information inputs via a touch panel display. In this case, the touch panel display provides both the functions of the input device 2300 and the output device (display) 2400.

[0094] As described above, the information processing method according to the embodiment allows the sales representative SR to advance the initial dialogue with the customer CL through question content including the initial question from the sales representative SR to the customer CL. This allows the sales representative SR to conduct efficient sales activities during face-to-face business negotiations with the customer without wasting time on initial interviews to find out the customer's potential needs.

[0095] In addition to the above functions, the information processing method according to the embodiment allows the sales representative SR and the sales advisor SV to exchange support content generated and updated by the server 100 in real time via their respective terminal devices. This allows the sales representative SR, who is face-to-face with the customer CL, to receive advice (support) from the sales advisor, who has more experience in sales activities than the sales representative SR, regarding the specific content of follow-up questions to the customer that the sales representative SR would not have noticed on his / her own. The functions provided by the information processing method according to the embodiment allow the sales representative SR to accurately support the customer CL in resolving potential issues.

[0096] Furthermore, the sales advisor SV can monitor the sales activities of multiple sales representatives SR via the management content. The management content clarifies which sales negotiations the sales advisor SV should prioritize, thereby improving the efficiency of sales activities. Furthermore, since on-the-job training opportunities can be provided simultaneously and in real time to multiple sales representatives SR, the cost of training sales representatives SR can be reduced. Furthermore, according to the information processing method and information processing method of the embodiment, the sales advisor SV can provide information to sales representatives SR in the form of specific follow-up questions on how to specifically proceed with a dialogue with a customer CL in order to discover potential issues with the customer CL. Therefore, not only can training costs be reduced, but opportunities for growth can also be provided for sales representatives SR.

[0097] Although the present embodiment has been described in detail above with reference to the drawings, these are merely examples, and the present invention can be implemented in various forms based on the knowledge of those skilled in the art. [Explanation of symbols]

[0098] 100 servers 110 Communications Department 120 Storage section 121 Business negotiation DB 122 Question DB 123 Comments DB 130 Control Unit 200 Sales terminal equipment 300 Customer terminal device 400 Advisor terminal device 900 Question content display screen 1000 Report Contents Display Screen 1100 Support content display screen 1300 Question setting content display screen 1400 Management content display screen SYS Information Processing System NW Network

Claims

1. An information processing device connected to a first terminal device, a second terminal device, and a third terminal device via a network, each of which is operated by a different operator, a first generation unit that generates question content including at least an initial question that is an initial question to be asked to an operator of the first terminal device and an answer input form that can accept input of an answer to the initial question; a first control unit that causes the first terminal device to display the question content generated by the first generation unit; a receiving unit that receives the answer inputted via the answer input form; a second generation unit that generates assistance content to support the operator of the first terminal device in asking a follow-up question, which is a second or subsequent question, the assistance content including at least the answer inputted via the answer input form and a comment input form that can accept input of a comment on the answer; and a second control unit that displays the support content generated by the second generation unit on the second terminal device operated by an operator different from the first terminal device, and on the third terminal device operated by an operator different from the first terminal device and the second terminal device; an update unit that adds the received comment to the support content in response to receiving the comment that has been input by the receiving unit via the comment input form, The second control unit displays the support content to which the comment has been added by the update unit on at least one of the second terminal device and the third terminal device. Information processing device.

2. a third generation unit that generates report content in which the answer received via the answer input form is associated with an index indicating how positive or negative the answer to the initial question is; The information processing device according to claim 1, further comprising: a third control unit that displays the report content generated by the third generation unit on at least one of the first terminal device, the second terminal device, and the third terminal device.

3. a fourth generation unit that generates question setting content having a question input form that can accept input of the initial question; the second control unit causes the question setting content generated by the fourth generation unit to be displayed on at least one of the second terminal device and the third terminal device; The information processing device according to claim 1 , wherein the first control unit causes the first terminal device to display the question content including the initial question input via the question input form.

4. The information processing device according to claim 1, characterized in that the second control unit displays the support content on at least one of the second terminal device and the third terminal device in a manner that allows reference to the comments previously added by the update unit.

5. a management unit that manages interviews in which an operator of the second terminal device interacts with an operator of the first terminal device by associating each interview with an identifier that can be uniquely identified; a fifth generation unit that generates, for each of the plurality of interviews, management content having a display area including information indicating an outline of the interview and information related to the answers; The information processing device according to claim 1 , further comprising: a fourth control unit that causes the management content generated by the fifth generation unit to be displayed on the third terminal device operated by an operator different from the operator of the second terminal device.

6. an evaluation unit that evaluates the answers received via the answer input form based on predetermined criteria; The information processing device according to claim 5 , further comprising a sorting unit that sorts and displays the display areas corresponding to the plurality of interviews based on the evaluations in the managed content.

7. An information processing apparatus executed by a computer connected to a first terminal device, a second terminal device, and a third terminal device via a network, each of which is operated by a different operator, a first generation step of generating question content including at least an initial question that is an initial question to be asked to an operator of the first terminal device and an answer input form that can accept input of an answer to the initial question; a first control step of causing the first terminal device to display the question content generated in the first generation step; a receiving step of receiving the answer inputted via the answer input form; a second generation step of generating assistance content that supports the operator of the first terminal device in asking a follow-up question, the assistance content including at least the answer input via the answer input form and a comment input form that can accept input of a comment on the answer; and a second control step of displaying the support content generated in the second generation step on the second terminal device operated by an operator different from the first terminal device, and on the third terminal device operated by an operator different from the first terminal device and the second terminal device; an update step of adding the received comment to the support content in response to receiving the comment input via the comment input form in the receiving step, In the second control step, the support content to which the comment has been added in the update step is displayed on at least one of the second terminal device and the third terminal device. Information processing methods.

8. A computer is connected to a first terminal device, a second terminal device, and a third terminal device, each of which is operated by a different operator, via a network. a first generation step of generating question content including at least an initial question that is an initial question to be asked to an operator of the first terminal device and an answer input form that can accept input of an answer to the initial question; a first control procedure for displaying the question content generated in the first generation procedure on the first terminal device; a receiving step of receiving the answer inputted via the answer input form; a second generation step of generating assistance content that supports the operator of the first terminal device in asking a follow-up question, which is a second or subsequent question, and that includes at least the answer input via the answer input form and a comment input form that can accept input of a comment on the answer; a second control procedure for displaying the support content generated in the second generation procedure on the second terminal device operated by an operator different from that of the first terminal device, and on the third terminal device operated by an operator different from that of the first terminal device and the second terminal device; an update step of adding the received comment to the support content in response to receiving the comment input via the comment input form in the receiving step, In the second control step, the support content to which the comment has been added in the update step is displayed on at least one of the second terminal device and the third terminal device. Information processing program.

Images