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

Abstract

Improve the technology used to analyze the status of business negotiations. [Solution] A method executed by an information processing device 10, comprising the steps of: receiving input of voice data relating to a business negotiation; determining which stage of the business negotiation phase the voice data is in; and notifying a predetermined user's user terminal 20 of an alert based on the determined stage.

Description

Technical Field

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[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 matters to be explained and does not mention matters that should not be mentioned in negotiations with customers.

Prior Art Documents

Patent Documents

[0003] <00000​​​​​​​​​​​​​​​​​​​​​​​​A method according to one embodiment of the present disclosure is a method executed by an information processing device, comprising the steps of: receiving input of voice data relating to a business negotiation; determining, based on the voice data, which stage of the business negotiation phase the business negotiation in the voice data is in; and notifying a user terminal of a predetermined user of an alert based on the determined stage. [Effects of the Invention]

[0007] According to one embodiment of this disclosure, the technology for analyzing the status of business negotiations is improved. [Brief explanation of the drawing]

[0008] [Figure 1] This is a block diagram showing the schematic configuration of the system according to this embodiment. [Figure 2] This is a flowchart showing the operation of an information processing device. [Modes for carrying out the invention]

[0009] The embodiments of this disclosure will now be described. Referring to Figure 1, the overview and configuration of System 1 according to this embodiment will be described. System 1 according to this embodiment comprises an information processing device 10, a user terminal 20, and a staff terminal 30. The information processing device 10 is a server device installed, for example, in a data center. The user terminal 20 and the staff terminal 30 are arbitrary devices used by each user or each staff member. These devices are connected to each other so as to be able to communicate via a network 40 such as the Internet. In Figure 1, one each of the information processing device 10, user terminal 20, and staff terminal 30 is shown, but System 1 may comprise multiple units of these devices.

[0010] First, an overview of the negotiation status analysis technology according to this embodiment will be described, and details will be described later. The negotiation status analysis technology according to this embodiment is performed by the information processing device 10. First, the information processing device 10 receives input of voice data related to the negotiation. Based on the voice data, the information processing device 10 determines which stage of the negotiation phase the negotiation in the voice data is in. Based on the determined stage, the information processing device 10 notifies the user terminal 20 of a predetermined user of an alert.

[0011] Thus, according to this embodiment, the information processing device 10 determines which stage of the negotiation phase the negotiation is in based on the voice data and notifies an alert, thereby sharing the status of the negotiation with a designated user's user terminal 20, and thus contributing to reducing customer waiting times. Therefore, the technology for analyzing the negotiation status, including negotiation content, is improved by determining which stage of the negotiation phase the negotiation is in based on the voice data and notifying the user terminal 20 of information that contributes to reducing customer waiting times.

[0012] Next, the configurations of the information processing device 10, the user terminal 20, and the staff terminal 30 will be described in detail. 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. The control unit 11 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for a specific process. 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. The storage unit 12 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 12 functions, for example, as a main memory or auxiliary 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. The input unit 13 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts operations to input data used in the operation of the information processing device 10. 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 audio. The output unit 14 outputs data obtained by the operation of the information processing device 10. The communication unit 15 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 15 receives data used in the operation of the information processing device 10 and transmits data obtained by the operation of the information processing device 10.

[0013] As shown in Figure 1, the user terminal 20 comprises a control unit 21, a storage unit 22, an input unit 23, an output unit 24, and a communication unit 25. The control unit 21 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for specific processing. The control unit 21 controls each part of the user terminal 20 and executes processing related to the operation of the user terminal 20. The storage unit 22 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 22 functions, for example, as a main memory or auxiliary memory. The storage unit 22 stores data used for the operation of the user terminal 20 and data obtained by the operation of the user terminal 20. The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, 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 user terminal 20. 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 audio. The output unit 24 outputs data obtained by the operation of the user terminal 20. The communication unit 25 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 25 receives data used in the operation of the user terminal 20 and transmits data obtained by the operation of the user terminal 20.

[0014] Similarly, as shown in Figure 1, the staff terminal 30 comprises a control unit 31, a storage unit 32, an input unit 33, an output unit 34, and a communication unit 35. The configuration and function of each part of the staff terminal 30 are equivalent to those of the user terminal 20. That is, the control unit 31 and the control unit 21, the storage unit 32 and the storage unit 22, the input unit 33 and the input unit 23, the output unit 34 and the output unit 24, and the communication unit 35 and the communication unit 25 each have equivalent configurations and functions.

[0015] The functions of the information processing device 10, user terminal 20, or staff terminal 30 are realized by executing a program according to this embodiment on a processor corresponding to the control unit 11 or control unit 21. In other words, the functions of the information processing device 10, user terminal 20, or staff terminal 30 are realized by software. The program causes the computer to perform the operations of the information processing device 10, user terminal 20, or staff terminal 30, thereby causing the computer to function as the information processing device 10, user terminal 20, or staff terminal 30. That is, the computer functions as the information processing device 10, user terminal 20, or staff terminal 30 by performing the operations of the information processing device 10, user terminal 20, or staff terminal 30 according to the program. In this embodiment, the program can be recorded on a computer-readable recording medium. Computer-readable recording media include non-temporary computer-readable media, such as magnetic recording devices and semiconductor memory. The program can be distributed, for example, by selling, transferring, or lending a portable recording medium such as a DVD on which the program is recorded. Alternatively, the program may be distributed by storing the program in the storage of an external server and transmitting the program from the external server to another computer. The program may also be provided as a program product. Some or all of the functions of the information processing device 10, user terminal 20, or staff terminal 30 may be implemented by dedicated circuits corresponding to the control unit 11, control unit 21, or control unit 31. In other words, some or all of the functions of the information processing device 10, user terminal 20, or staff terminal 30 may be implemented by hardware.

[0016] Referring to Figure 2, the operation of the information processing device 10 according to this embodiment will be described. First, the control unit 11 of the information processing device 10 receives input of voice data related to a business negotiation (step S10). Any method can be used to receive the voice data. For example, the control unit 11 may receive input of voice data via the input unit 13. Alternatively, the control unit 11 may receive input of voice data from an external device, including a user terminal 20 or a staff terminal 30, via the communication unit 15 and the network 40. The voice data related to the business negotiation includes the voice of a specific speaker conducting a business negotiation, meeting, etc. However, the voice data related to the business negotiation is not limited to this and may include any data related to the business negotiation, such as telephone conversations with customers or customer support. The specific speaker may be, for example, a customer or staff member in a business negotiation. In this embodiment, the business negotiation is, for example, a business negotiation related to the sale of a vehicle.

[0017] Next, the control unit 11 determines, based on the voice data, which stage of the negotiation phase the voice data is in (step S20). The negotiation phase is a general term for the stages that a standard negotiation goes through from the start of negotiations with a customer until the contract is concluded. The negotiation phase includes, for example, five stages: approach (introduction), needs hearing, vehicle proposal, price negotiation, and contract conclusion. The negotiation phase is not limited to these five stages and may consist of stages other than these five. The control unit 11 determines which stage of the negotiation phase the voice data is in by analyzing the conversation content in the voice data. Specifically, the control unit 11 extracts predetermined keywords or definite phrases from the voice data by analyzing the conversation content with the customer in the voice data. Here, the predetermined keywords are keywords that are likely to appear at each stage in a standard negotiation. The predetermined keywords may differ from stage to stage. The predetermined keywords may include, for example, those related to the approach, such as greetings, questions or answers regarding age or whether or not there are children. Furthermore, definitive phrases are keywords that definitively indicate which stage a business negotiation is in during a standard negotiation. Definitive phrases may differ depending on the stage. Definitive phrases may include, for example, "We will prepare the contract" as they relate to the conclusion of a contract. The control unit 11 applies natural language processing to the audio data and analyzes the content of the conversation with the customer in the audio data using techniques such as machine learning. Based on the frequency of occurrence of predetermined keywords extracted or the presence or absence of definitive phrases, the control unit 11 determines which stage the business negotiation in the audio data belongs to.

[0018] Next, the control unit 11 notifies the user terminal 20 of a designated user of an alert based on the determined stage (step S30). The designated user is a person who receives alert notifications from the control unit 11. The designated user includes persons other than the staff conducting the business negotiation. Any method can be used for output processing. For example, the control unit 11 may transmit data related to the output result to the user terminal 20 of the designated user via the communication unit 15, and the output unit 24 of the user terminal 20 may output the result. The control unit 21 may output the result via a user interface displayed by the output unit 24.

[0019] Herein, the method according to one embodiment of the present disclosure further includes a step of detecting a signal to start price negotiations or to offer tea, and when such a signal is detected, it may include notifying a predetermined user's user terminal 20 of an alert. Furthermore, the signal to start price negotiations or to offer tea may be detected by either analyzing the content of the conversation in the voice data or by receiving input from the staff conducting the business negotiation. When the control unit 11 detects a signal to start price negotiations by analyzing the content of the conversation in the voice data, it may detect the signal to start price negotiations when it determines that the business negotiation in the voice data has moved to the price negotiation stage. Furthermore, when the control unit 11 detects a signal to offer tea by analyzing the content of the conversation in the voice data, it may detect the signal to offer tea when it extracts keywords that suggest a drink, such as "tea" or "a drink."

[0020] Furthermore, the method according to an embodiment of the present disclosure may include the steps of obtaining status information of a predetermined user and notifying a staff terminal 30 of a staff member conducting the negotiation of a proposal regarding how to proceed with the negotiation according to the status information of the predetermined user. Here, the proposal regarding how to proceed with the negotiation may include an instruction to avoid starting price negotiation. The predetermined user may be a supervisor, a store manager, or a tea-presenting staff member of the staff member conducting the negotiation. The status information of the predetermined user may include information regarding whether the predetermined user can attend the negotiation site. The status information of the predetermined user may include information such as busy, available, away, etc. The control unit 11 may notify the staff terminal 30 of an instruction to avoid starting price negotiation when the status information of the predetermined user is busy. The instruction to avoid starting price negotiation may be anything that gives a suggestion to avoid starting price negotiation. For example, the instruction to avoid starting price negotiation may directly instruct to avoid starting price negotiation. Also, the instruction to avoid starting price negotiation may be an instruction regarding topics such as appeal points of a vehicle model that the customer is interested in and an image regarding life after purchase.

[0021] As described above, based on the voice data related to the negotiation, the information processing apparatus 10 determines at which stage of the negotiation phase the negotiation in the voice data is, and notifies the user terminal 20 of the predetermined user of an alert.

[0022] According to such a configuration, in that the information processing apparatus 10 determines at which stage of the negotiation phase the negotiation in the voice data is and notifies the user terminal 20 of the predetermined user of information contributing to shortening the customer's waiting time, the technology for analyzing the negotiation state including the negotiation content and the like is improved.

[0023] Although the present disclosure has been described based on the drawings and examples, it should be noted that those skilled in the art may make various modifications and alterations based on the present disclosure. Therefore, it should be noted that these modifications and alterations are included within the scope of the present disclosure. For example, the functions and the like included in each component or each step, etc. can be rearranged so as not to be logically inconsistent, and it is possible to combine or divide a plurality of components or steps, etc. into one.

[0024] For example, in the above-described embodiments, an embodiment in which the configurations and operations of the information processing apparatus 10, the user terminal 20, or the staff terminal 30 are distributed to a plurality of computers capable of communicating with each other is also possible. Further, in the above-described embodiments, the system 1 may be configured not to include the staff terminal 30. That is, the system 1 may be configured to include the information processing apparatus 10 and the user terminal 20.

Description of Reference Numerals

[0025] 10: Information processing apparatus, 11: Control unit, 12: Storage unit, 13: Input unit, 14: Output unit, 15: Communication unit, 20: User terminal, 21: Control unit, 22: Storage unit, 23: Input unit, 24: Output unit, 25: Communication unit, 30: Staff terminal, 31: Control unit, 32: Storage unit, 33: Input unit, 34: Output unit, 35: Communication unit, 40: Network

Claims

1. A method executed by an information processing device, Steps include receiving audio data related to business negotiations, A step of determining, based on the aforementioned audio data, which stage of the negotiation phase the negotiation is in, Based on the determined stage, the process involves notifying the user terminal of a designated user of an alert, A method that includes this.

2. The method according to claim 1, The process further includes a step to detect the start of price negotiations or a signal to serve tea, A method including notifying the user terminal of an alert when the aforementioned sign is detected.

3. The method according to claim 2, A method for detecting the aforementioned sign, including either analyzing the aforementioned voice data or receiving input from the staff conducting the aforementioned business negotiation.

4. The method according to claim 3, The steps include: acquiring status information of the predetermined user; A method further comprising the step of notifying the staff terminal of the staff member of a suggestion on how to proceed with the business negotiation in accordance with the status information of the predetermined user.

5. The method according to claim 4, The proposed method for conducting the aforementioned business negotiations includes instructions to avoid initiating price negotiations.

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