Business negotiation status analysis method, information processing device, and program

Abstract

Improve the technology used to analyze the status of business negotiations. [Solution] The method includes the steps of: receiving input of audio data related to a business negotiation; measuring the time required for each stage constituting the negotiation phase based on at least one of the frequency of occurrence of predetermined keywords or the presence or absence of confirmed phrases in the audio data; and outputting the correspondence between each stage and the time required.

Description

Technical Field

[0001] The present disclosure relates to a negotiation state analysis method, an information processing apparatus, and a program.

Background Art

[0002] Conventionally, techniques for analyzing the content of negotiations have been known. For example, Patent Document 1 discloses a dialogue analysis system that checks whether a salesperson explains what should be explained and does not mention what should not be mentioned in negotiations with customers.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] When analyzing whether a negotiation has been effectively conducted or is being conducted based on voice data related to the conversation content of the negotiation by machine learning or the like, it is necessary to measure the time required for each stage of the negotiation in association with each stage. In the technique of Patent Document 1, such time measurement has not been considered. That is, there is room for improvement in the technique for analyzing the negotiation state (hereinafter, also simply referred to as "negotiation state") including the negotiation content and the like.

[0005] In view of such circumstances, an object of the present disclosure is to improve the technique for analyzing the negotiation state.

Means for Solving the Problems

[0006] (1) The method according to an embodiment of the present disclosure is a method executed by an information processing apparatus, a step of receiving an input of voice data related to a negotiation, A step of measuring the time required for each stage constituting the negotiation phase, based on at least one of the frequency of occurrence of predetermined keywords or the presence or absence of confirmed phrases in the audio data, A step of outputting the correspondence between each of the aforementioned stages and the required time, Includes.

[0007] (2) A method according to one embodiment of the present disclosure is the method described in (1), The aforementioned negotiation phase includes approach, needs assessment, vehicle proposal, price negotiation, and contract conclusion.

[0008] (3) A method according to one embodiment of the present disclosure is a method according to (1) or (2), This includes cases where the aforementioned negotiation phase has five stages.

[0009] (4) A method according to one embodiment of the present disclosure is a method according to (1) to (3), The output step includes displaying each of the aforementioned stages and the duration of the audio data in chronological order.

[0010] (5) A method according to one embodiment of the present disclosure is a method according to (1) to (4), The step further includes defining the sequence of stages in the aforementioned negotiation phase, The order of the displays may differ from the order defined in the steps described above.

[0011] (6) A method according to one embodiment of the present disclosure is a method according to (1) to (5), The output step includes cases where at least one of the stages of the negotiation phase is not included.

[0012] (7) A method according to one embodiment of the present disclosure is a method according to (1) to (6), This further includes the step of setting a standard timeline for a standard deal, The output step includes outputting the difference between the standard timeline and the actual business negotiation that took place.

[0013] (8) A method according to one embodiment of the present disclosure is a method according to (1) to (7), The aforementioned standard timeline is set by entering customer attributes.

[0014] (9) A method according to one embodiment of the present disclosure is a method according to (1) to (8), The customer attributes include at least one of the following: the customer's age, family structure, or the likelihood of their purchase intent.

[0015] (10) A method according to one embodiment of the present disclosure is a method according to (1) to (9), The standard timeline is set to be longer when the customer's age is above a predetermined level compared to when the customer's age is below a predetermined level.

[0016] (11) A method according to one embodiment of the present disclosure is a method according to (1) to (10), If the customer is considering purchasing multiple candidate vehicle models, the output step includes outputting the corresponding steps and required time for each of the multiple candidate vehicle models.

[0017] (12) A method according to one embodiment of the present disclosure is a method according to (1) to (11), If the aforementioned business negotiation is in progress, the method further includes the step of analyzing the audio data to determine which of the multiple candidate vehicle models the customer is more interested in, The output step includes prioritizing the display of the sales negotiation information relating to the vehicle model.

[0018] (13) An information processing apparatus according to one embodiment of the present disclosure is an information processing apparatus comprising a processor, The processor executes the method according to any one of (1) to (12).

[0019] (14) A program according to an embodiment of the present disclosure is A program executed by an information processing apparatus, which causes a computer to execute the method according to any one of (1) to (12).

Advantages of the Invention

[0020] According to an embodiment of the present disclosure, the technique for analyzing the negotiation state is improved.

Brief Description of the Drawings

[0021] [Figure 1] It is a block diagram showing a schematic configuration of the system according to this embodiment. [Figure 2] It is a flowchart showing the operation of the information processing apparatus. [Figure 3] It is a diagram showing an example of a user interface output by the information processing apparatus.

Modes for Carrying Out the Invention

[0022] (Overview of the Embodiment) Referring to FIG. 1, the overview and configuration of the system 1 according to this embodiment will be described. The system 1 according to this embodiment includes an information processing apparatus 10 and a terminal apparatus 20. The information processing apparatus 10 and the terminal apparatus 20 are communicably connected to a network 30 including, for example, a mobile communication network and the Internet.

[0023] The information processing apparatus 10 is, for example, a server apparatus installed in a data center or the like. For example, the information processing apparatus 10 is a server belonging to a cloud computing system or other computing system. The information processing apparatus 10 can communicate with the terminal apparatus 20 via the network 30. Although FIG. 1 shows an example in which the system 1 includes one information processing apparatus 10, the present invention is not limited to this. The system 1 may include two or more information processing apparatuses 10.

[0024] The terminal device 20 is any device used by each user. For example, general-purpose electronic devices such as smartphones, tablet devices, and wearable devices, or dedicated electronic devices, can be used as the terminal device 20. Although Figure 1 shows an example where System 1 has one terminal device 20, it is not limited to this. System 1 may have two or more terminal devices 20.

[0025] The following describes the overview of the negotiation status analysis technology according to this embodiment, and details will be described later. The negotiation status analysis technology according to this embodiment is performed by an information processing device 10. First, the information processing device 10 receives input of voice data related to the negotiation. The information processing device 10 measures the time required for each stage constituting the negotiation phase, based on at least one of the frequency of appearance of predetermined keywords or the presence or absence of confirmed phrases in the voice data. The information processing device 10 is characterized by outputting each stage in association with the measured time required.

[0026] Thus, according to this embodiment, the information processing device 10 measures the time required for each stage constituting the business negotiation phase based on predetermined keywords in the audio data related to the business negotiation, and outputs the time required for each stage in association with the measured time required, thereby making the time required for each stage of the business negotiation visible. Therefore, the technology for analyzing the status of a business negotiation, including the content of the business negotiation, is improved in that it provides information that is useful for analyzing whether the business negotiation was conducted or is being conducted effectively.

[0027] Next, the configurations of the information processing device 10 and the terminal device 20 will be described in detail.

[0028] (Configuration of information processing device) As shown in Figure 1, the information processing device 10 comprises a control unit 11, a storage unit 12, an input unit 13, an output unit 14, and a communication unit 15.

[0029] The control unit 11 includes at least one processor, at least one dedicated circuit, or a combination thereof. The processor is a general-purpose processor such as a CPU (central processing unit) or GPU (graphics processing unit), or a dedicated processor specialized for a specific process. The dedicated circuit is, for example, an FPGA (field-programmable gate array) or an ASIC (application-specific integrated circuit). The control unit 11 controls each part of the information processing device 10 and executes processes related to the operation of the information processing device 10.

[0030] The storage unit 12 includes at least one semiconductor memory, at least one magnetic memory, at least one optical memory, or at least two combinations thereof. The semiconductor memory is, for example, RAM (random access memory) or ROM (read-only memory). The RAM is, for example, SRAM (static random access memory) or DRAM (dynamic random access memory). The ROM is, for example, EEPROM (electrically erasable programmable read-only memory). The storage unit 12 functions, for example, as a main memory, auxiliary memory, or cache memory. The storage unit 12 stores data used for the operation of the information processing device 10 and data obtained by the operation of the information processing device 10.

[0031] The input unit 13 includes at least one input interface. The input interface may be, for example, a physical key, a capacitive key, a pointing device, or a touchscreen integrated with a display. Alternatively, the input interface may be, for example, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts operations to input data used for the operation of the information processing device 10. Instead of being integrated into the information processing device 10, the input unit 13 may be connected to the information processing device 10 as an external input device. Any connection method can be used, for example, USB (Universal Serial Bus), HDMI (registered trademark) (High-Definition Multimedia Interface), or Bluetooth (registered trademark).

[0032] The output unit 14 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as sound. The display is, for example, an LCD (liquid crystal display) or an organic EL (electroluminescence) display. The output unit 14 outputs data obtained by the operation of the information processing device 10. Instead of being provided in the information processing device 10, the output unit 14 may be connected to the information processing device 10 as an external output device. Any connection method can be used, for example, USB, HDMI (registered trademark), or Bluetooth (registered trademark).

[0033] The communication unit 15 includes at least one external communication interface. The communication interface may be either a wired or wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN (Local Area Network) interface or a USB (Universal Serial Bus) interface. In the case of wireless communication, the communication interface may be, for example, an interface compatible with mobile communication standards such as LTE (Long Term Evolution), 4G (4th generation), or 5G (5th generation), or an interface compatible with short-range wireless communication such as Bluetooth (registered trademark). The communication unit 15 receives data used for the operation of the information processing device 10 and transmits data obtained by the operation of the information processing device 10.

[0034] The functions of the information processing device 10 are realized by executing the program according to this embodiment on a processor corresponding to the control unit 11. In other words, the functions of the information processing device 10 are realized by software. The program causes the computer to perform the operations of the information processing device 10, thereby causing the computer to function as the information processing device 10. That is, the computer functions as the information processing device 10 by performing the operations of the information processing device 10 according to the program.

[0035] In this embodiment, the program can be recorded on a computer-readable recording medium. The computer-readable recording medium includes non-temporary computer-readable media, such as magnetic recording devices, optical discs, magneto-optical recording media, or semiconductor memory. The program can be distributed, for example, by selling, transferring, or lending portable recording media such as DVDs (digital versatile discs) or CD-ROMs (compact disc read-only memory) on which the program is recorded. Alternatively, the program may be distributed by storing it on the storage of an external server and transmitting it from the external server to other computers. The program may also be provided as a program product.

[0036] Some or all of the functions of the information processing device 10 may be implemented by a dedicated circuit corresponding to the control unit 11. In other words, some or all of the functions of the information processing device 10 may be implemented by hardware.

[0037] (Terminal device configuration) As shown in Figure 1, the terminal device 20 comprises a control unit 21, a storage unit 22, an input unit 23, an output unit 24, and a communication unit 25.

[0038] The control unit 21 includes at least one processor, at least one dedicated circuit, or a combination thereof. The processor is a general-purpose processor such as a CPU (central processing unit) or GPU (graphics processing unit), or a dedicated processor specialized for a specific process. The dedicated circuit is, for example, an FPGA (field-programmable gate array) or an ASIC (application-specific integrated circuit). The control unit 21 controls each part of the terminal device 20 and executes processes related to the operation of the terminal device 20.

[0039] The storage unit 22 includes at least one semiconductor memory, at least one magnetic memory, at least one optical memory, or at least two combinations thereof. The semiconductor memory is, for example, RAM (random access memory) or ROM (read-only memory). The RAM is, for example, SRAM (static random access memory) or DRAM (dynamic random access memory). The ROM is, for example, EEPROM (electrically erasable programmable read-only memory). The storage unit 22 functions, for example, as a main memory, auxiliary memory, or cache memory. The storage unit 22 stores data used for the operation of the terminal device 20 and data obtained by the operation of the terminal device 20.

[0040] The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a capacitive key, a pointing device, or a touchscreen integrated with a display. Alternatively, the input interface may be, for example, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts operations to input data used for the operation of the terminal device 20. Instead of being provided in the terminal device 20, the input unit 23 may be connected to the terminal device 20 as an external input device. Any connection method can be used, for example, USB (Universal Serial Bus), HDMI (registered trademark) (High-Definition Multimedia Interface), or Bluetooth (registered trademark).

[0041] The output unit 24 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as sound. The display is, for example, an LCD (liquid crystal display) or an organic EL (electroluminescence) display. The output unit 24 outputs data obtained by the operation of the terminal device 20. Instead of being provided in the terminal device 20, the output unit 24 may be connected to the terminal device 20 as an external output device. Any connection method can be used, for example, USB, HDMI (registered trademark), or Bluetooth (registered trademark).

[0042] The communication unit 25 includes at least one external communication interface. The communication interface may be either a wired or wireless communication interface. In the case of wired communication, the communication interface may be, for example, a LAN (Local Area Network) interface or a USB (Universal Serial Bus) interface. In the case of wireless communication, the communication interface may be, for example, an interface compatible with mobile communication standards such as LTE (Long Term Evolution), 4G (4th generation), or 5G (5th generation), or an interface compatible with short-range wireless communication such as Bluetooth (registered trademark). The communication unit 25 receives data used for the operation of the terminal device 20 and transmits data obtained by the operation of the terminal device 20.

[0043] The functions of the terminal device 20 are realized by executing the program according to this embodiment on a processor corresponding to the control unit 21. In other words, the functions of the terminal device 20 are realized by software. The program causes the computer to perform the operations of the terminal device 20, thereby causing the computer to function as the terminal device 20. That is, the computer functions as the terminal device 20 by performing the operations of the terminal device 20 according to the program.

[0044] Some or all of the functions of the terminal device 20 may be implemented by a dedicated circuit corresponding to the control unit 21. In other words, some or all of the functions of the terminal device 20 may be implemented by hardware.

[0045] (Operation of information processing device) Referring to Figure 2, the operation of the information processing device 10 according to this embodiment will be described.

[0046] S10: The control unit 11 of the information processing device 10 receives input of voice data related to business negotiations.

[0047] The control unit 11 receives voice data related to business negotiations via the input unit 13. Any other method can be used to receive voice data. For example, the control unit 11 may receive voice data by acquiring voice data from external devices, including terminal devices 20, via the communication unit 15 and the network 30. Alternatively, the control unit 11 may acquire voice data via the input unit 13. The voice data related to business negotiations includes the voices of specific speakers conducting business negotiations, meetings, etc. However, the voice data related to business negotiations is not limited to this and may include any data related to business negotiations, such as telephone conversations with customers and customer support. Specific speakers may be, for example, customers or staff involved in business negotiations. In this embodiment, the business negotiation is, for example, a business negotiation related to the sale of a vehicle.

[0048] S20: The control unit 11 measures the time required for each stage constituting the business negotiation phase, based on at least one of the frequency of occurrence of predetermined keywords in the voice data or the presence or absence of confirmed phrases.

[0049] The negotiation phase is a general term for the stages that occur in a standard negotiation, from the start of negotiations with a customer to the conclusion of a contract. The predetermined keywords are keywords that are likely to appear at each stage in a standard negotiation. The definitive phrases are keywords that definitively indicate which stage a negotiation is in in a standard negotiation. The control unit 11 extracts the predetermined keywords or definitive phrases from the audio data by analyzing the content of the conversation with the customer in the audio data. The control unit 11 analyzes the content of the conversation with the customer in the audio data by applying natural language processing and using machine learning and other technologies to the audio data. Based on the frequency of occurrence of the extracted predetermined keywords or the presence or absence of definitive phrases, the control unit 11 classifies which stage the negotiation in the audio data belongs to. The control unit 11 measures the time required for each classified stage.

[0050] S30: The control unit 11 outputs the corresponding time for each stage.

[0051] The control unit 11 outputs, via the output unit 14, the corresponding time required for each stage of the business negotiation related to the voice data, as measured by the control unit 11. Any method can be used for output processing. For example, the control unit 11 may transmit data related to the output result to the terminal device 20 via the communication unit 15, and the output unit 24 of the terminal device 20 may output the result. The control unit 21 may output the result through a user interface displayed by the output unit 24.

[0052] Here, each stage may include approach (introduction), needs assessment, vehicle proposal, price negotiation, and contract conclusion. The sales phase can be said to have five stages if each stage is approach (introduction), needs assessment, vehicle proposal, price negotiation, and contract conclusion. The specified keywords, when each stage is the above five stages, may include the following, for example.

[0053] Keywords related to the approach may include keywords related to greetings such as "Welcome," "Hello," and "Welcome." In addition, keywords related to the approach may include keywords related to questions or answers about age such as "How old are you?", "How old are you?", and keywords related to questions or answers about whether or not the person has children such as "Do you have children?", "Daughter," and "Son."

[0054] Keywords related to needs assessment may include keywords related to vehicle types such as "compact," "minivan," "sedan," "wagon," "SUV," and "sports," keywords related to vehicle size, and keywords related to questions or answers about parking space size.

[0055] Keywords related to vehicle suggestions may include keywords related to car names such as "Aqua," "Alphard," "Corolla," and "Prius," keywords related to colors such as "white," "black," and "red," and keywords related to questions or answers about equipment and other options.

[0056] Keywords related to price negotiation may include keywords related to questions or answers about price, such as "how much," "how many yen," "how many tens of thousands," "price," and "discount."

[0057] Keywords related to contract formation may include keywords related to questions or answers about contracts or insurance, such as "contract" and "insurance."

[0058] Furthermore, definitive phrases include, for example, the following: Definitive phrases related to needs assessment may include "What kind of car are you looking for?" or "What kind of car are you looking for?" Definitive phrases related to contract formation may include "We will prepare the contract for you."

[0059] The predetermined keywords and confirmed phrases may vary depending on the region, time period, customer base, etc. Therefore, the control unit 11 may use any term other than those mentioned above as the predetermined keywords and confirmed phrases. The control unit 11 may accept input of predetermined keywords and confirmed phrases via the input unit 13. The control unit 11 may store the predetermined keywords and confirmed phrases in the storage unit 12.

[0060] Furthermore, in the output step (S30), the control unit 11 may display each stage and the duration in accordance with the time series of the audio data. The control unit 11 may output each stage and the duration in correspondence with the time series of the business negotiation related to the audio data, for example, as shown in Figure 3.

[0061] A method according to one embodiment of the present disclosure further includes a step of defining the order of stages in the negotiation phase, and the order of display in the output step (S30) may differ from the defined order. If the negotiation phase has five stages, the order of stages may be approach (introduction), needs assessment, vehicle proposal, price negotiation, and contract conclusion.

[0062] Furthermore, the output step (S30) may omit at least one stage of the negotiation phase. Actual negotiations may not result in a contract being concluded in a single negotiation. Therefore, there may be stages in the negotiation phase that are not included in the negotiation related to the voice data. If there are stages that are not included in the negotiation related to the voice data, the control unit 11 may choose not to output information regarding those stages in the output step (S30).

[0063] A method according to one embodiment of this disclosure includes a step of setting a standard timeline for a standard deal, and in the output step (S30), the difference between the standard timeline and the actual deal may be output. The standard timeline is the progression of each stage in the deal phase and the time required for each stage, as assumed in a standard deal.

[0064] The standard timeline may be set by inputting customer attributes. Customer attributes may include at least one of the following: the customer's age, family structure, or the certainty of their purchase intention. The standard timeline may be set longer when the customer's age is above a certain level compared to when the customer's age is below a certain level. When the customer is elderly, a more thorough explanation may be required. Therefore, the control unit 11 may set the standard timeline longer at each stage when the customer's age is, for example, 65 years old, 70 years old or older, compared to other cases. The predetermined age for customers for which the standard timeline is set longer may be 65 years old, 70 years old, or any other age as shown here.

[0065] Furthermore, if the customer is considering purchasing multiple candidate car models, the control unit 11 may output each stage and the required time for each of the multiple candidate car models being considered by the customer in the output step (S30).

[0066] Furthermore, the method according to one embodiment of this disclosure may include, when a business negotiation is in progress, a step of analyzing from the voice data which of several candidate vehicle models the customer is more interested in, and in the output step (S30), the method may include prioritizing the display of negotiation information related to that vehicle model. When the control unit 11 outputs the voice data in association with each stage of the business negotiation and the time required, it may display the information related to the vehicle model the customer is more interested in above the information related to other vehicle models. Alternatively, the control unit 11 may display only the information related to the vehicle model the customer is more interested in.

[0067] As described above, the control unit 11 measures the time required for each stage of a business negotiation based on predetermined keywords in the audio data related to the negotiation, and outputs the time required for each stage in association with the stage, thereby making the time spent at each stage of the negotiation visible. Therefore, the technology for analyzing the status of a business negotiation is improved in that it provides information that is useful for analyzing whether the negotiation was conducted or is being conducted effectively.

[0068] While this disclosure has been described based on the drawings and embodiments, it should be noted that those skilled in the art may make various modifications and alterations based on this disclosure. Therefore, it should be noted that these modifications and alterations are within the scope of this disclosure. For example, the functions, etc., included in each component or step can be rearranged in a logically consistent manner, and multiple components or steps can be combined into one or divided into two. [Explanation of Symbols]

[0069] 10 Information Processing Devices 11 Control Unit 12 Storage section 13 Input section 14 Output section 15 Communications Department 20 Terminal devices 21 Control Unit 22 Memory section 23 Input section 24 Output section 25 Communications Department 30 Networks

Claims

1. A method executed by an information processing device, Steps include receiving audio data related to business negotiations, A step of measuring the time required for each stage constituting the negotiation phase, based on at least one of the frequency of occurrence of predetermined keywords or the presence or absence of confirmed phrases in the audio data, A step of outputting the correspondence between each of the aforementioned stages and the required time, A method that includes this.

2. The method according to claim 1, The aforementioned negotiation phase includes methods such as approach, needs assessment, vehicle proposal, price negotiation, and contract conclusion.

3. The method according to claim 2, A method including a case where the aforementioned negotiation phase has five stages.

4. The method according to claim 1, A method comprising displaying each of the aforementioned steps and the duration of the audio data in chronological order.

5. The method according to claim 4, The step further includes defining the sequence of stages in the aforementioned negotiation phase, A method in which the order of display is different from the order defined in the steps defined above.

6. The method according to claim 1, A method including a step in which the output step does not include at least one of the stages of the negotiation phase.

7. The method according to claim 1, This further includes the step of setting a standard timeline for a standard deal, A method comprising the output step of outputting the difference between the standard timeline and the actual deal that took place.

8. The method according to claim 7, The aforementioned standard timeline is set by entering customer attributes, and this method includes that.

9. The method according to claim 8, The method wherein the customer attributes include at least one of the customer's age, family structure, or degree of certainty of purchase intent.

10. The method according to claim 9, A method comprising setting the standard timeline longer when the customer's age is above a predetermined age compared to when the customer's age is below a predetermined age.

11. The method according to claim 10, A method that, in the output step, outputs each of the steps and the time required for each of the multiple candidate vehicle models, provided that the customer is considering purchasing several candidate vehicle models.

12. The method according to claim 11, If the aforementioned business negotiation is in progress, the method further includes the step of analyzing the audio data to determine which of the multiple candidate vehicle models the customer is more interested in, A method comprising, in the output step, prioritizing the display of information relating to the vehicle type in the business negotiation.

13. An information processing apparatus comprising a processor that performs the method according to any one of claims 1 to 12.

14. A program that causes an information processing device to execute the method described in any one of claims 1 to 12.

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