Information processing device, information processing method, and information processing program

Abstract

To improve the usability of mobile messengers. [Solution] The information processing device according to the present invention comprises a reception unit, a selection unit, and a provision unit. The reception unit receives messages containing business-related consultation content, posted by a first business operator using a first official account, which is a business account established on a mobile messenger application, through the management screen of the official account, which is a business account. The selection unit selects candidate accounts, which are other official accounts, that correspond to the consultation content, based on the consultation content and business information relating to the first business operator. The provision unit provides the first business operator with information on the candidate accounts.

Description

Technical Field

[0001] This application relates to an information processing apparatus, an information processing method, and an information processing program.

Background Art

[0002] Conventionally, as one of the communication tools available on mobile communication terminals, mobile messengers have been widely used. For example, in relation to mobile messengers, technologies for transmitting voice messages between chat participants using mobile messengers have also been proposed (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, the conventional technology has room for improvement in improving the usability of mobile messengers.

[0005] This application has been made in view of the above, and an object thereof is to realize an improvement in the usability of mobile messengers.

Means for Solving the Problems

[0006] The information processing device according to this application comprises a reception unit, a selection unit, and a provision unit. The reception unit receives messages containing business-related consultation content, posted by a first business operator using a first official account, which is a business account established on a mobile messenger application, through the management screen of the official account, which is a business account. The selection unit selects candidate accounts, which are other official accounts, that correspond to the consultation content, based on the consultation content and business information concerning the first business operator. The provision unit provides the first business operator with information on the candidate accounts. [Effects of the Invention]

[0007] According to one embodiment of the present invention, the usability of a mobile messenger can be improved. [Brief explanation of the drawing]

[0008] [Figure 1] Figure 1 is a diagram illustrating an example of information processing (part 1) according to the embodiment. [Figure 2] Figure 2 is a diagram that specifically illustrates the outline of the instruction information according to the embodiment. [Figure 3] Figure 3 is a diagram illustrating an example of information processing (part 2) according to the embodiment. [Figure 4] Figure 4 shows an example of the system configuration of an information processing system according to the embodiment. [Figure 5] Figure 5 shows an example of the configuration of an information processing device according to the embodiment. [Figure 6] Figure 6 is a diagram showing an overview of the business information stored in the business information storage unit according to the embodiment. [Figure 7] Figure 7 is a diagram showing an overview of the consultation history stored in the consultation history storage unit according to this embodiment. [Figure 8] Figure 8 is a flowchart showing an example of the procedure for information processing (part 1) performed by the information processing device according to the embodiment. [Figure 9]Figure 9 is a flowchart showing an example of the procedure for information processing (part 2) performed by the information processing device according to the embodiment. [Figure 10] Figure 10 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device according to the embodiment. [Modes for carrying out the invention]

[0009] The following describes in detail, with reference to the drawings, the embodiments for implementing the information processing apparatus, information processing method, and information processing program according to the present application (hereinafter referred to as "embodiments"). Note that these embodiments do not limit the information processing apparatus, information processing method, and information processing program according to the present application. Furthermore, each embodiment can be appropriately combined as long as the processing content is not inconsistent. Also, the same parts are denoted by the same reference numerals in each of the following embodiments, and redundant descriptions are omitted.

[0010] [Embodiment] [1. An example of information processing] Hereinafter, an example of information processing according to the embodiment will be described with reference to the drawings. Figure 1 is a diagram illustrating an example of information processing (part 1) according to the embodiment. The embodiment described below aims to improve the usability for businesses that are users of mobile messengers by providing a mechanism for creating connections between businesses through mobile messengers.

[0011] The information processing according to this embodiment is realized by an information processing system SYS (see, for example, Figure 4) which includes a terminal device 10-1 shown in Figure 1 and an information processing device 100 shown in Figure 1. The terminal device 10-1 and the information processing device 100 are connected to a network N (see, for example, Figure 4) by wired or wireless means, respectively. The terminal device 10-1 and the information processing device 100 can communicate with other devices through the network N.

[0012] In the following description, when there is no need to particularly distinguish between the terminal device 10-1 and the terminal device 10-2, they will be described generically as "terminal device 10". Also, when there is no need to particularly distinguish between the business operator U-1 and the business operator U-2, they will be described generically as "business operator U".

[0013] The terminal device 10-1 is used by the business operator U-1. The terminal device 10-1 is pre-installed with a mobile messenger application (hereinafter, appropriately referred to as the "messenger app"), which is an application program for using a mobile messenger. The business operator U-1 is an example of a first business operator who uses an official account, which is a business account opened on the messenger app.

[0014] For example, the business operator U-1 operates the terminal device 10-1 to open the management screen of the official account and inputs the business consultation content M-1. The terminal device 10-1 transmits a consultation content message in which the business consultation content M-1 is described to the information processing device 100 according to the operation of the business operator U-1 (step S01).

[0015] When the information processing device 100 receives the consultation content message from the terminal device 10-1, it selects a candidate account, which is another official account corresponding to the consultation content, based on the consultation content M-1 included in the consultation content message and the business operator information regarding the business operator U-1 (step S02).

[0016] Specifically, the information processing device 100 can select a candidate account by using a generative AI (Artificial Intelligence) that has been trained to automatically generate content such as text and images based on input data and the like. The information processing device 100 can use, for example, a text generation AI, which is a language model capable of generating text by means of natural language processing technology, as the generative AI. FIG. 2 is a diagram for specifically explaining the outline of the instruction information according to the embodiment.

[0017] As shown in FIG. 2, the instruction information PRO input to the trained model Md, which is a generative AI, includes the instruction content for the trained model Md and the information of the official account. For example, in the instruction information PRO, the first official account information is the information of the official account used by the business operator U-1 who is the sender of the consultation content message. Also, for example, in the instruction information PRO, the information of the account group is the information of the official accounts that have been registered for use in the messenger app.

[0018] The information processing device 100 inputs the instruction information PRO to the trained model Md, which is a generative AI, to obtain the account information Tx output from the trained model Md, and can adopt the obtained account information Tx as the information of the candidate accounts.

[0019] Also, the information processing device 100 may identify a second business operator within a predetermined distance range from the business base of the business operator U-1 from the business operator information, and pre-filter the official accounts used by the identified second business operator, and adopt them as the account group of the instruction information PRO. The information processing device 100 can identify the second business operator based on the business base included in the business operator information and a predetermined distance defined in advance.

[0020] Also, for example, the information processing device 100 may identify a third business operator who conducts other businesses related to the business conducted by the business operator U-1 from the business operator information, and pre-filter the official accounts used by the identified third business operator, and adopt them as the account group of the instruction information PRO. In this case, the information processing device 100 may identify the third business operator who conducts other businesses related to the business conducted by the business operator U-1 according to a predefined rule-based method, or may input the business operator information to the generative AI to let the generative AI identify the third business operator.

[0021] Alternatively, for example, the information processing device 100 may select candidate accounts from among the official accounts used by a fourth business that has posted consultation content similar to the consultation content. In this case, the information processing device 100 inputs information about the consultation content and information about the group of accounts to the generating AI, instructs it to identify the fourth business that has posted consultation content similar to the consultation content, and then inputs instruction information to instruct the AI ​​to select candidate accounts from among the identified businesses.

[0022] Alternatively, for example, the information processing device 100 may select candidate accounts from among the official accounts used by a fifth business that has posted answers to consultations similar to the consultation content. In this case, the information processing device 100 inputs instruction information to the generating AI, instructing it to input the consultation history information and the account group together, identify the fifth business that has posted answers to consultations similar to the consultation content, and select candidate accounts from among the identified businesses.

[0023] Alternatively, the information processing device 100 may use information indicating the satisfaction level of responses posted to the consultation content to narrow down the fifth business operator to those whose satisfaction level meets a certain standard, and select candidate accounts from the official accounts used by the narrowed fifth business operator. In this case, the information processing device 100 inputs instruction information to the generating AI, instructing it to input the information of the official accounts used by the narrowed fifth business operator and the consultation content of business operator U-1, and to select candidate accounts from the official accounts.

[0024] Furthermore, for example, the information processing device 100 may estimate search keywords related to the consultation content and corresponding search keywords from the search history, and use the estimated search keywords to select candidate accounts from among the official accounts used by a sixth business operator that operates a different business from business operator U-1.

[0025] For example, the information processing device 100 first uses a generating AI to pre-identify the consultation content and corresponding search keywords. Next, the information processing device 100 uses existing technologies such as "Word2Vec" to calculate the similarity between the search keywords corresponding to the consultation content and each search keyword included in the search history. By extracting search keywords whose similarity exceeds a threshold, it is possible to estimate search keywords related to the search keywords corresponding to the consultation content from the search history. The information processing device 100 can use CBOW (Continuous Bag of Words) or Skip-Gram as the "Word2Vec" model. Next, the information processing device 100 inputs the estimated second search keyword, business information, and account group information into the generating AI, and inputs instruction information instructing it to select candidate accounts from among the official accounts used by a sixth business operator that operates a different business from business operator U-1.

[0026] Furthermore, for example, the information processing device 100 may identify a market area from the business bases of business operator U-1 based on market area information indicating the market area of ​​the business operated by business operator U-1, and select candidate accounts from among the official accounts used by other businesses operating in the identified market area. The information processing device 100 inputs business operator information, market area information, and account group information to the generating AI, and inputs instruction information instructing it to identify a market area from the business bases of business operator U-1 and select candidate accounts from among the official accounts used by other businesses operating in the identified market area. The information processing device 100 may estimate the market area information of the business operated by business operator U-1 based on information such as the type and format of the business operated by business operator U-1 and information on business bases, or it may be managed in advance as a rule base.

[0027] Returning to Figure 1, the information processing device 100 provides the information of the selected candidate account to the operator U-1 by transmitting it to the terminal device 10-1 (step S03).

[0028] When terminal device 10-1 receives candidate account information from information processing device 100, it displays the candidate account information on candidate account display screen W-1. The candidate account display screen W-1 shown in Figure 1 displays the consultation content M-1 entered by business operator U-1, the candidate account information M-2 provided by information processing device 100, and a button OB-1 for requesting direct communication with other business operators using the candidate account. Business operator U-1 can request direct communication with other business operators using the candidate account by operating button OB-1.

[0029] The following explanation will use Figure 3 to describe the process for enabling direct communication with other businesses. Figure 3 is a diagram illustrating an example of information processing (part 2) according to the embodiment.

[0030] As shown in Figure 3, in response to operator U-1's operation of button OB-1 (see Figure 1), terminal device 10-1 sends a connect request message to information processing device 100 requesting direct communication with other operators using the candidate account (step S11).

[0031] When the information processing device 100 receives a connect request message from terminal device 10-1, it sends a connect request acknowledgment message to terminal device 10-2 of business operator U-2, which uses the official account to which the received connect request message is directed, to notify that a connect request has been made (step S12).

[0032] When terminal device 10-2 receives a connect request, it notifies the messenger app of the receipt of the connect request. Then, in response to the operation of carrier U-2, terminal device 10-2 displays the contents of the connect request on the connect request details screen W-2.

[0033] The Connect Request details screen W-2 shown in Figure 3 displays information M-3 outlining the Connect Request (inquiry), information M-4 detailing the specific consultation content from the Connect Requester, and a button OB-2 for accepting the Connect Request. By operating button OB-2, business operator U-2 can accept direct communication with business operator U-1, the Connect Requester.

[0034] In response to operator U-2's operation of button OB-2, terminal device 10-2 sends a connect acceptance message to information processing device 100 acknowledging the connect request (step S13).

[0035] When the information processing device 100 receives a connect acceptance message from the terminal device 10-2, it adds the official accounts of the connect acceptor and the connect requestor to each other's account lists (step S14). Specifically, the information processing device 100 adds the official account of business operator U-1, which is the source of the connect request message that gave rise to the received connect acceptance message, to the account list of the messenger app used by business operator U-2, and adds the official account of business operator U-2, which is the source of the connect acceptance message, to the account list of the messenger app used by business operator U-1. From then on, business operators U-1 and U-2 can communicate with each other through the messenger app.

[0036] Furthermore, after adding the official account to the list, the information processing device 100 sends a connect acceptance message to the terminal device 10-1 of business operator U-1, which is the source of the connect request message, to notify it that the connect request has been accepted (step S15).

[0037] [2. System Configuration] The configuration of the information processing system SYS according to this embodiment will be described in detail below with reference to Figure 4. Figure 4 is a diagram showing an example of the system configuration of the information processing system SYS according to this embodiment.

[0038] As shown in Figure 4, the information processing system SYS according to this embodiment includes a plurality of terminal devices 10, such as terminal device 10-1 and terminal device 10-2, and an information processing device 100. Note that Figure 4 is merely an example of the configuration of the information processing system SYS according to this embodiment, and it may also include other devices such as a service provision device that performs processing related to a portal site that provides various online services.

[0039] The terminal device 10 and the information processing device 100 are connected to the network N by wire or wireless connection. Each of the terminal device 10 and the information processing device 100 can communicate with other devices through the network N.

[0040] Network N includes, for example, WANs (Wide Area Networks) such as the Internet, and mobile communication networks such as LTE (Long Term Evolution), 4G (4th Generation), or 5G (5th Generation: 5th Generation Mobile Communication System).

[0041] The terminal device 10 connects to the network N via a mobile communication network or short-range wireless communication such as Bluetooth® or Wi-Fi (Local Area Network), and can communicate with other devices such as the information processing device 100 through the network N.

[0042] Furthermore, terminal device 10 is used by business operator U, which utilizes the messenger application. Terminal device 10 may be, for example, a notebook PC (personal computer), a desktop PC, a smartphone, or a tablet PC.

[0043] Operator U can operate the terminal device 10 to launch the messenger application and send a connect request message through the messenger application. Operator U can also operate the terminal device 10 to launch the messenger application and send a connect acceptance message through the messenger application. Operator U may also access the information processing device 100 via an API (Application Programming Interface) provided by the service provider managing the information processing device 100 and send connect request messages and connect acceptance messages through a predetermined tool displayed on the terminal device 10 as a user interface. The predetermined tool may be a dedicated application program equipped with various functions for performing processes such as sending connect request messages and connect acceptance messages, or it may be a predetermined management screen that can be displayed as a web page via a web browser.

[0044] Furthermore, the terminal device 10 can display content provided by the information processing device 100, for example, using a dedicated application or a web browser. When the terminal device 10 receives control information from the information processing device 100 to perform the information display process, it performs the display process according to the control information.

[0045] Control information is described using, for example, scripting languages ​​such as JavaScript (registered trademark), stylesheet languages ​​such as CSS (Cascading Style Sheets), programming languages ​​such as Java (registered trademark), or markup languages ​​such as HTML (HyperText Markup Language). Alternatively, a predetermined application distributed from the information processing device 100 may be considered as control information.

[0046] The information processing device 100 is operated and managed by a service provider that provides communication services via mobile messenger.

[0047] The information processing device 100 is typically a server device, but it may also be implemented as a mainframe or workstation. Furthermore, if the information processing device 100 is implemented as a server device, it may be implemented as a single server device, or as a cloud system in which multiple server devices and multiple storage devices work together.

[0048] [3. Equipment configuration] Hereinafter, an example of the functional configuration of the information processing device 100 in the information processing system SYS according to the embodiment will be described using Figure 5. Figure 5 is a diagram showing an example of the configuration of the information processing device 100 according to the embodiment. As shown in Figure 5, the information processing device 100 has a communication unit 110, a storage unit 120, and a control unit 130.

[0049] (Communications Department 110) The communication unit 110 is implemented, for example, by a communication module or a NIC (Network Interface Card). The communication unit 110 is connected to the network N by wire or wireless connection. The information processing device 100 transmits and receives information with other devices, such as the terminal device 10, through the network N.

[0050] (Storage unit 120) The storage unit 120 stores, for example, programs and data used for control and calculations by the control unit 130. For example, the storage unit 120 can be implemented using semiconductor memory elements such as RAM (Random Access Memory) or flash memory, or storage devices such as hard disks or optical discs. For example, the storage unit 120 includes a business information storage unit 121, a consultation history storage unit 122, and a model information storage unit 123. The storage unit 120 is not particularly limited to the example shown in Figure 5, and can appropriately store data necessary for executing the information processing according to the embodiment, such as search history in various online services and a database that estimates and outputs market area information indicating the business's market area according to the industry, business type, business location, etc. The search history in various online services may be obtained from other systems as needed.

[0051] (Business information storage unit 121) The business information storage unit 121 stores business information about business operator U, which is a user of the communication service via the messenger application. Figure 6 is a diagram showing an overview of the business information stored in the business information storage unit 121 according to this embodiment.

[0052] As shown in Figure 6, the business information stored in the business information storage unit 121 has multiple fields, such as "User ID," "Account Information," and "Business Information." These fields of business information are interconnected.

[0053] The "User ID" field stores identification information used to identify business operator U within the communication service. The "Account Information" field stores information about the official account used by the business operator within the communication service. The "Business Operator Information" field stores information such as business type, business model, and business locations of business operator U.

[0054] (Consultation history storage unit 122) The consultation history storage unit 122 stores the history of consultations between businesses conducted through the messenger application. Figure 7 is a diagram showing an overview of the behavioral history stored in the consultation history storage unit 122 according to this embodiment.

[0055] As shown in Figure 7, the consultation history stored in the consultation history storage unit 122 has multiple items, such as "reception ID," "consultation content," "answer," and "satisfaction level." These items in the consultation history are interconnected.

[0056] The "Reception ID" field stores identification information to individually identify the history of consultations between businesses. The "Consultation Content" field stores information indicating the content of the consultation posted by business U. The "Response" field stores information indicating the content of the response to the consultation. The "Satisfaction Level" field stores information indicating the satisfaction level with the response posted to the consultation. For example, satisfaction levels are obtained through post-consultation surveys of business U, who posted the consultation, and reflected in the system.

[0057] (Model information storage unit 123) The model information storage unit 123 stores information about a model that performs information processing according to the embodiment. The model information stored in the model information storage unit 123 includes information such as a generating AI that has been trained to generate various types of content based on input data, and a generating AI that selects an official account that matches the content of the consultation posted by business operator U.

[0058] Generative AI is realized by artificial intelligence (AI) such as GPT (Generative Pre-trained Transformer). GPT is a language model that can generate text using natural language processing techniques.

[0059] (Control unit 130) The control unit 130 is a controller, and is realized by the execution of various programs (an example of an "information processing program") stored in the memory device inside the information processing device 100 by a CPU (Central Processing Unit) or MPU (Micro Processing Unit), using RAM as the working area.

[0060] Furthermore, the control unit 130 may be implemented by an integrated circuit such as an ASIC (Application Specific Integrated Circuit), an FPGA (Field Programmable Gate Array), or a GPGPU (General Purpose Graphic Processing Unit).

[0061] As shown in Figure 5, the control unit 130 includes a reception unit 131, a selection unit 132, a supply unit 133, and a connect processing unit 134. These units realize or execute the information processing functions and operations described below.

[0062] The control unit 130 may have multiple internally divided components that realize or execute the functions and operations of the information processing described below. Furthermore, the control unit 130 is not limited to the configuration shown in Figure 5, and may have other configurations as long as they perform the information processing described later, and may have other functional units other than those shown in Figure 5.

[0063] (Reception desk 131) The reception unit 131 receives messages containing business-related inquiries, posted by the first business operator using the first official account, through the management screen of the official account, which is a business account established on the messenger app.

[0064] (Selection Department 132) The selection unit 132 selects candidate accounts, which are other official accounts, that correspond to the consultation content, based on the consultation content received by the reception unit 131 and the business information relating to the first business operator.

[0065] Specifically, the selection unit 132 can select candidate accounts using a generative AI (Artificial Intelligence) that has been trained to automatically generate content such as text and images based on the input data. As the generative AI, the selection unit 132 can use, for example, a text generation AI, which is a language model capable of generating text using natural language processing technology.

[0066] For example, the selection unit 132 inputs instruction information PRO (see, for example, Figure 2) to the trained model Md, which is the generating AI. Analysis target groups can be generated using attribute information and any combination of attribute information. For example, instruction information PRO includes the content of the instructions for the trained model Md and information on official accounts. For example, the official account information included in instruction information PRO includes information on the official accounts used by business operator U-1, the sender of the consultation message, and information on the account group. The account group information is information on official accounts that are registered for use in the messenger app and is subject to selection as a candidate account.

[0067] Furthermore, the selection unit 132 may identify a second business operator located within a predetermined distance range from the business base of the first business operator using the business operator information stored in the business operator information storage unit 121, and select a candidate account from among the official accounts used by the identified second business operator. The selection unit 132 can identify the second business operator based on the business base included in the business operator information and a predetermined distance that is defined in advance.

[0068] Furthermore, the selection unit 132 may identify third businesses that operate other businesses connected to the business operated by the first business from the business information stored in the business information storage unit 121, and select candidate accounts from among the official accounts used by the identified third businesses. The selection unit 132 may identify third businesses that operate other businesses connected to the business operated by the first business using a predetermined rule-based system, or it may have the generating AI identify third businesses by inputting business information.

[0069] Alternatively, the selection unit 132 may select candidate accounts from among the official accounts used by a fourth business that has posted consultation content similar to the consultation content. In this case, the selection unit 132 inputs instruction information to the generating AI, instructing it to input the consultation content information and the account group information together, identify the fourth business that has posted consultation content similar to the consultation content, and select candidate accounts from among the identified businesses.

[0070] Alternatively, the selection unit 132 may select candidate accounts from among the official accounts used by a fifth business that has posted answers to consultations similar to the consultation content. In this case, the selection unit 132 inputs instruction information to the generating AI, instructing it to input the consultation history information and the account group together, identify the fifth business that has posted answers to consultations similar to the consultation content, and select candidate accounts from among the identified businesses.

[0071] Alternatively, the selection unit 132 may use information indicating the satisfaction level of the responses posted to the consultation content to narrow down the fifth business operator to those whose response satisfaction level meets a certain standard, and select candidate accounts from the official accounts used by the narrowed fifth business operator. In this case, the selection unit 132 inputs instruction information to the generating AI, instructing it to input the information of the official accounts used by the narrowed fifth business operator and the consultation content of the first business operator, and to select candidate accounts from the official accounts.

[0072] Alternatively, the selection unit 132 may estimate search keywords related to the consultation content and corresponding search keywords from the search history, and use the estimated search keywords to select candidate accounts from among the official accounts used by a sixth business operator that operates a different business from the first business operator. In this case, first, the selection unit 132 pre-identifies the consultation content and corresponding search keywords using the generation AI. Next, the selection unit 132 uses existing technologies such as "Word2Vec" to calculate the similarity between the consultation content and corresponding search keywords and each search keyword included in the search history, and extracts search keywords whose similarity exceeds a threshold, thereby estimating search keywords related to the consultation content and corresponding search keywords from the search history. Subsequently, the selection unit 132 inputs the estimated second search keywords, business information, and account group information into the generation AI, and inputs instruction information instructing it to select candidate accounts from among the official accounts used by a sixth business operator that operates a different business from the first business operator.

[0073] Alternatively, the selection unit 132 may identify a market area from the business base of the first business operator based on market area information indicating the market area of ​​the business operated by the first business operator, and select candidate accounts from among the official accounts used by other businesses operating in the identified market area. In this case, the selection unit 132 inputs business information, market area information, and account group information to the generating AI, and inputs instruction information instructing it to identify a market area from the business base of the first business operator and select candidate accounts from among the official accounts used by other businesses operating in the identified market area.

[0074] (Provider 133) The provisioning unit 133 provides the first business operator with information on candidate accounts selected by the selection unit 132. For example, the provisioning unit 133 provides the first business operator with information on candidate accounts by transmitting it to the terminal device 10 used by the first business operator via the communication unit 110.

[0075] (Connect Processing Unit 134) The connect processing unit 134 executes the process of connecting official accounts. For example, when the connect processing unit 134 receives a connect request message sent from terminal device 10-1 via the communication unit 110, it sends a connect request acknowledgment message to terminal device 10-2 of carrier U-2, which uses the official account to which the received connect request message is directed, to notify it that a connect request has been made.

[0076] Furthermore, when the connect processing unit 134 receives a connect acceptance message sent from the terminal device 10-2 via the communication unit 110, it adds the official accounts of the connect acceptor and the connect requestor to each other's account lists.

[0077] Specifically, the connect processing unit 134 adds the official account of business operator U-1 (i.e., the connect requester), which is the source of the connect request message that gives rise to the acquired connect acceptance message, to the account list of the messenger application used by business operator U-2, and adds the official account of business operator U-2 (i.e., the connect acceptor), which is the source of the connect acceptance message, to the account list of the messenger application used by business operator U-1. After adding the official accounts to the list, the connect processing unit 134 sends a connect acceptance confirmation message via the communication unit 110 to the terminal device 10-1 of business operator U-1, which is the source of the connect request message, to notify it that the connect request has been accepted.

[0078] [4. Processing procedure according to the embodiment] (4-1. Information Processing (Part 1) Processing Procedure) The following describes the processing procedure of information processing (part 1) performed by the information processing device 100 according to the embodiment, using Figure 8 as an example. Figure 8 is a flowchart of an example of the processing procedure of information processing (part 1) performed by the information processing device according to the embodiment. The processing procedure shown in Figure 8 is performed by the control unit 130 of the information processing device 100. The processing procedure shown in Figure 8 is repeatedly performed while the information processing device 100 is running.

[0079] As shown in Figure 8, the reception unit 131 receives a message posted by the first business operator using the first official account, which is an official account, through the management screen of the official account, which is a business account opened on the messenger app, and which contains a consultation message describing the content of a business consultation (step S101).

[0080] Furthermore, the selection unit 132 selects candidate accounts, which are other official accounts, that correspond to the consultation content based on the consultation content received by the reception unit 131 and the business information relating to the first business operator (step S102).

[0081] Furthermore, the provisioning unit 133 provides the first business operator with information on the candidate accounts selected by the selection unit 132 (step S103), and the processing procedure shown in Figure 8 is completed.

[0082] (4-2. Information Processing (Part 2) Processing Procedure) The following describes the processing procedure of information processing (part 2) performed by the information processing device 100 according to the embodiment, using Figure 9 as an example. Figure 9 is a flowchart showing an example of the processing procedure of information processing (part 2) performed by the information processing device according to the embodiment. The processing procedure shown in Figure 9 is performed by the control unit 130 of the information processing device 100. The processing procedure shown in Figure 9 is repeatedly performed while the information processing device 100 is running.

[0083] As shown in Figure 9, the connect processing unit 134 receives a connect request message from, for example, carrier U-1 (step S201).

[0084] Furthermore, the connect processing unit 134 sends a connect request acknowledgment message to the terminal device 10-2 of business operator U-2, which uses the official account to which the connect request message is sent, to notify it that a connect request has been received (step S202).

[0085] Furthermore, when the connect processing unit 134 receives a connect acceptance message transmitted from the terminal device 10-2 via the communication unit 110, it adds the official accounts of the connect acceptor and the connect requestor to each other's account lists in accordance with the connect acceptance message (step S203).

[0086] Furthermore, the connect processing unit 134 sends a connect acceptance message via the communication unit 110 to the terminal device 10-1 of carrier U-1, which is the source of the connect request message, to notify it that the connect request has been accepted (step S204), and then terminates the processing procedure shown in Figure 9.

[0087] [5. Hardware Configuration] Furthermore, the information processing device 100 according to the above embodiment can be implemented by a computer 1000 having a configuration such as that shown in Figure 10. Figure 10 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device 100 according to the embodiment.

[0088] Computer 1000 is connected to an output device 1010 and an input device 1020, and has a configuration in which an arithmetic unit 1030, a primary storage device 1040, a secondary storage device 1050, an output interface 1060, an input interface 1070, and a network interface 1080 are connected by a bus 1090.

[0089] The arithmetic unit 1030 operates based on programs stored in the primary storage device 1040 and the secondary storage device 1050, as well as programs read from the input device 1020, and executes various processes. The primary storage device 1040 is a memory device, such as RAM, that temporarily stores data used by the arithmetic unit 1030 for various calculations. The secondary storage device 1050 is a storage device where data used by the arithmetic unit 1030 for various calculations and various databases are registered, and is implemented using ROM (Read Only Memory), HDD, flash memory, etc.

[0090] The output IF1060 is an interface for transmitting information to be output to output devices 1010, such as monitors and printers, and is implemented using connectors of standards such as USB (Universal Serial Bus), DVI (Digital Visual Interface), and HDMI (High Definition Multimedia Interface). The input IF1070 is an interface for receiving information from various input devices 1020, such as mice, keyboards, and scanners, and is implemented using, for example, USB.

[0091] The input device 1020 may also be a device that reads information from, for example, an optical recording medium such as a CD (Compact Disc), DVD (Digital Versatile Disc), or PD (Phase Change Rewritable Disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), tape media, magnetic recording media, or semiconductor memory. Furthermore, the input device 1020 may be an external storage medium such as a USB memory stick.

[0092] Network IF1080 receives data from other devices via network N and sends it to the arithmetic unit 1030, and also transmits data generated by the arithmetic unit 1030 to other devices via network N.

[0093] The arithmetic unit 1030 controls the output device 1010 and the input device 1020 via the output IF 1060 and the input IF 1070. For example, the arithmetic unit 1030 loads a program from the input device 1020 or the secondary storage device 1050 onto the primary storage device 1040 and executes the loaded program.

[0094] For example, when the computer 1000 functions as the information processing device 100 according to the embodiment, the arithmetic unit 1030 of the computer 1000 realizes the same functions as the control unit 130 by executing a program (for example, an information processing program) loaded on the primary storage device 1040. That is, the arithmetic unit 1030 realizes the processing by the information processing device 100 according to the embodiment in cooperation with the program (for example, an information processing program) loaded on the primary storage device 1040.

[0095] [6. Others] In the above embodiment, the information processing device 100 may search for the content of messages exchanged between business operator U and the customer through the messenger application. For example, the selection unit 132 may input historical information indicating the content of messages exchanged between business operator U and the customer, the consultation content, and account group information to the generating AI, and instruct the AI ​​to select a candidate account corresponding to the first official account used by business operator U, which is the source of the consultation content, taking into consideration the content of the messages exchanged between business operator U and the customer.

[0096] Furthermore, the information processing device 100 may pre-extract malicious businesses U from the content of the consultation history and exclude the official accounts of malicious businesses U from the selection of candidate accounts.

[0097] Furthermore, the information processing device 100 may, in response to receiving the consultation details, extract potential business challenges and propose solutions.

[0098] Of the processes described in the above embodiments, all or part of the processes described as being performed automatically can be performed manually, or all or part of the processes described as being performed manually can be performed automatically by known methods. In addition, the processing procedures, specific names, and information including various data and parameters shown in the above documents and drawings can be changed at will unless otherwise specified.

[0099] Furthermore, the components of each illustrated device are functionally conceptual and do not necessarily need to be physically configured as shown. In other words, the specific forms of distribution and integration of each device are not limited to those shown, and all or part of them can be functionally or physically distributed and integrated in any unit according to various loads and usage conditions.

[0100] Furthermore, the embodiments described above can be combined as appropriate, provided that the processing content is not contradictory.

[0101] Although embodiments of the present application have been described in detail above with reference to several drawings, these are illustrative examples, and the present invention can be implemented in various other forms with modifications and improvements based on the knowledge of those skilled in the art, starting with the embodiments described in the disclosure section of the invention.

[0102] Furthermore, the terms "section, module, unit" mentioned above can be replaced with "means" or "circuit," etc. For example, a control unit can be replaced with a control means or a control circuit.

[0103] [7. Effects] The information processing device 100 according to this embodiment includes a reception unit 131, a selection unit 132, and a provision unit 133. The reception unit 131 receives a message posted by a first business operator using a first official account, which is a business account established on a mobile messenger application, and which contains a consultation message describing the content of a business consultation. The selection unit 132 selects a candidate account, which is another official account, that corresponds to the consultation content, based on the consultation content and business information about the first business operator. The provision unit 133 provides the first business operator with information on the candidate accounts.

[0104] Furthermore, the selection unit 132 identifies a second business operator located within a predetermined distance range from the business base of the first business operator based on the business operator information, and selects candidate accounts from among the official accounts used by the identified second business operator.

[0105] Furthermore, the selection unit 132 identifies third businesses that operate other businesses connected to the business operated by the first business operator, based on the business operator information, and selects candidate accounts from among the official accounts used by the identified third businesses.

[0106] Furthermore, the selection unit 132 selects candidate accounts from among the official accounts used by the fourth business operator that have posted consultation content similar to the consultation content.

[0107] Furthermore, the selection unit 132 selects the candidate accounts from among the official accounts used by the fifth business operator that have posted answers to consultations similar to the consultation content.

[0108] Furthermore, the selection unit 132 uses information indicating the satisfaction level of the responses posted to the consultation content to narrow down the fifth-party businesses to those that meet a certain satisfaction standard, and selects candidate accounts from the official accounts used by the narrowed-down fifth-party businesses.

[0109] Furthermore, the selection unit 132 estimates search keywords that are relevant to the consultation content and the corresponding search keywords from the search history, and uses the estimated search keywords to select candidate accounts from among the official accounts used by the sixth business operator, which operates a different business from the first business operator.

[0110] Furthermore, the selection unit 132 identifies a market area from the business base of the first business operator based on market area information indicating the market area of ​​the business operated by the first business operator, and selects candidate accounts from among the official accounts used by other businesses operating in the identified market area.

[0111] For these reasons, the information processing device 100 according to this embodiment can improve the usability for businesses that are users of mobile messengers by providing a mechanism for creating connections between businesses through mobile messengers.

[0112] Furthermore, the effects described above can also be achieved by any combination of the processes performed by each of the parts described above, or by any combination of the processes performed by each of the parts. [Explanation of Symbols]

[0113] SYS Information Processing System N Network 10 Terminal devices 100 Information Processing Devices 110 Communications Department 120 Storage section 121 Business information storage unit 122 Consultation History Storage Unit 123 Model Information Storage Unit 130 Control Unit 131 Reception Department 132 Selection Department 133 Provision Department 134 Connect Processing Unit

Claims

1. A reception unit that receives messages containing business-related inquiries, posted by a first business operator using the first official account, which is a business account established on a mobile messenger application, through the management screen of the official account, A selection unit selects candidate accounts, which are other official accounts, that correspond to the consultation content, based on the consultation content and the business information relating to the first business operator. A provision unit that provides the information of the candidate accounts to the first business operator. An information processing device characterized by having the following features.

2. The aforementioned selection unit is From the aforementioned business information, a second business located within a predetermined distance from the business base of the first business is identified, and a candidate account is selected from the official accounts used by the identified second business. The information processing apparatus according to feature 1.

3. The aforementioned selection unit is From the aforementioned business information, a third business operator that operates another business connected to the business operated by the first business operator is identified, and a candidate account is selected from the aforementioned official accounts used by the identified third business operator. The information processing apparatus according to feature 1.

4. The aforementioned selection unit is From among the official accounts used by the fourth business operator that posted a consultation similar to the aforementioned consultation content, the candidate account will be selected. The information processing apparatus according to feature 1.

5. The aforementioned selection unit is From among the official accounts used by the fifth business operator that posted a response to a consultation similar to the aforementioned consultation, the candidate account will be selected. The information processing apparatus according to feature 1.

6. The aforementioned selection unit is Using information indicating the satisfaction level of responses posted to the aforementioned consultation, the following businesses are selected from the five businesses to be those whose satisfaction levels meet a certain standard, and candidate accounts are selected from the official accounts used by the selected five businesses. The information processing apparatus according to feature 5.

7. The aforementioned selection unit is The system estimates search keywords related to the aforementioned consultation content and search keywords from the search history, and uses these estimated search keywords to select candidate accounts from among the official accounts used by a sixth business operator that operates a different business from the first business operator. The information processing apparatus according to feature 1.

8. The aforementioned selection unit is Based on market area information indicating the market area of ​​the business operated by the first business operator, the market area is identified from the business base of the first business operator, and candidate accounts are selected from among the official accounts used by other businesses operating in the identified market area. The information processing apparatus according to feature 1.

9. A method of information processing performed by a computer, A receiving process for receiving messages containing business-related inquiries, posted by a first business operator using the first official account, which is a business account established on a mobile messenger application, through the management screen of the official account, and which contain business-related inquiries. A selection process to select candidate accounts, which are other official accounts corresponding to the consultation content, based on the consultation content and the business information relating to the first business operator, A provision process in which the information of the candidate account is provided to the first business operator. An information processing method characterized by including

10. On the computer, A procedure for receiving messages containing business-related inquiries, posted by a first business operator using the first official account, which is a business account established on a mobile messenger application, through the management screen of the official account, and which contain business-related inquiries; A selection procedure for selecting candidate accounts, which are other official accounts corresponding to the consultation content, based on the consultation content and the business information relating to the first business operator, A procedure for providing information on the candidate accounts to the first business operator. An information processing program characterized by causing the execution of [a specific action].

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