Information processing device, information processing method, program, recording medium

Abstract

When the customer relationship management screen provided by the customer relationship management system is a type of screen that presents input fields for each tab, the system will be able to appropriately reflect information about the topics of the extracted items obtained from the audio transcription data into the corresponding input fields. [Solution] The information processing device is an information item presented on a customer information management screen provided by a system separate from the customer relationship management system. For each extraction item, which indicates a topic item to be extracted from the recorded text data, which is a text version of recorded conversation data with a customer, the device performs a process to detect input items with matching item content and generates correspondence information that allows the user to identify which tab the input item belongs to, based on the correspondence between the extracted item and the input item whose item content matches. The device also includes a presentation control unit that controls the presentation to the user so that the topic information of the extracted item obtained based on the recorded text data is presented to the user as information of an input item whose item content matches that extracted item, as identified based on the correspondence information.

Description

Technical Field

[0001] This technology relates to an information processing apparatus, its method, a program, and a recording medium, and particularly relates to the technical field of information processing for supporting business activities.

Background Art

[0002] In business activities of companies and the like, customer relationship information is managed using a CRM (Customer Relationship Management) system. For example, matters to be elicited in negotiations with customers are input into the customer relationship management screen by the CRM system and shared within the sales team.

[0003] Also, as a technology for supporting business activities, there is a technology such as in Patent Document 1 below, which converts the speech of each person in a negotiation into text or creates a summary of the negotiation content based on the recorded negotiation data.

[0004] Here, in the customer relationship management screen by CRM, there are a plurality of input items related to customer relationship information, such as the industry type of the customer, the number of employees, sales targets, etc.

[0005] Also, in business activities, minutes of negotiations are created, but sales staff may use a system that supports the creation of such minutes separately from the CRM system. Also, in the customer information management screen provided by this separate system, as in the customer relationship management screen by CRM described above, there are a plurality of items for inputting information related to the customer. The items presented on the customer information management screen provided by this separate system are information indicating items of topics to be extracted from the recorded text data of the negotiation, and are called "extraction items".

[0006] Furthermore, Patent Document 2 below can also be cited as a related prior art. Patent Document 2 below discloses a technology for storing call data related to calls with customers in a CRM system in association with the customer. [Prior art documents] [Patent Documents]

[0007] [Patent Document 1] Patent No. 7223469 [Patent Document 2] Patent No. 7168262 [Overview of the project] [Problems that the invention aims to solve]

[0008] Here, as a function to link the aforementioned separate system with the CRM system, it is being considered to reflect information about topics extracted from the recorded text data according to the information of the extracted items in the customer information management screen as information in the corresponding input items (input items whose content matches the extracted items) in the customer relationship management screen. For example, this function would reflect the text information "life insurance" extracted from the recorded text data according to the information of the extracted item "industry" as information in the "industry" input item in the customer relationship management screen.

[0009] In this case, the customer relationship management screen provided by the CRM system may be a type of screen that has tabs for each classification item, which is a higher-level attribute than the input fields, and when a tab is selected, information about the input fields belonging to the classification item of the selected tab is displayed. If a customer relationship management screen of this type is used, there is a risk that information obtained from the transcribed audio data will not be properly reflected in the corresponding input fields unless the differences in tabs are taken into consideration.

[0010] This technology was developed in light of the above circumstances, and aims to enable the appropriate reflection of information related to the topics of extracted items obtained based on recorded text data into the corresponding input fields when the customer relationship management screen provided by the customer relationship management system is of the type that presents input fields on a tab-by-tab basis. [Means for solving the problem]

[0011] The information processing device relating to this technology is a customer relationship management screen that presents information on input items, which are customer management information items managed in a customer relationship management system, and has tabs for each classification item, which are higher attribute items than the input items, and presents information on the input items belonging to the classification item of the selected tab when a tab is selected, and an extraction item, which is an information item presented on a customer information management screen provided by a system separate from the customer relationship management system, and indicates topic items to be extracted from recorded text data, which is a text of recorded data of business negotiations with customers, and is an information processing device that performs information processing on input items that have matching item content for each extraction item, and generates correspondence information that can identify which tab the input item is in, and a presentation control unit that controls the presentation to the user so that the topic information of the extraction item obtained based on the recorded text data is presented to the user as information on the input item whose item content matches the extraction item identified based on the correspondence information. As described above, by using correspondence information that can identify which tab an input item belongs to, in order to show the correspondence between extracted items and input items that have matching content, it becomes possible to appropriately identify input items that match the derived items, especially when the customer relationship management screen is a type of screen that presents input items for each tab. [Effects of the Invention]

[0012] According to the present technology, when the customer relationship management screen provided by the customer relationship management system is a type of screen that presents input items for each tab, information regarding the topic of the extraction items obtained based on the recorded text data can be appropriately reflected in the corresponding input items.

Brief Description of the Drawings

[0013] [Figure 1] It is a block diagram showing a configuration example of a sales activity support system as an embodiment. [Figure 2] It is a perspective view showing a schematic external appearance example of a sound collection device configured as a smartphone. [Figure 3] It is a diagram for explaining an example of placing the sound collection device when recording an interview. [Figure 4] It is a diagram showing an example of a screen display of the sound collection device when recording an interview. [Figure 5] It is a block diagram showing a hardware configuration example of the sound collection device in the embodiment. [Figure 6] It is a block diagram showing a hardware configuration example of an information processing device as an embodiment. [Figure 7] It is a block diagram showing a hardware configuration example of a customer relationship management server in the embodiment. [Figure 8] It is a functional block diagram for explaining the functions of an information processing device as an embodiment. [Figure 9] It is a diagram showing an example of a minutes creation screen (customer information management screen) in the embodiment. [Figure 10] It is a diagram showing an example of a CRM side screen (customer relationship management screen) in the embodiment. [Figure 11] Similarly, it is a diagram showing an example of a CRM side screen in the embodiment. [Figure 12] It is an explanatory diagram of an example of option information. [Figure 13] It is an explanatory diagram of correspondence relationship information. [Figure 14] It is a diagram showing an example of a minutes creation screen where the derived detailed information is presented. [Figure 15] This is a diagram showing an example of a CRM side screen where detailed information is presented. [Figure 16] Similarly, this is a diagram showing an example of a CRM side screen where detailed information is presented. [Figure 17] This is a flowchart of a process related to the generation of correspondence relationship information. [Figure 18] This is a flowchart of a process related to the presentation of the derived detailed information. [Figure 19] This is a diagram showing an example of a mode for emphasizing a tab. [Figure 20] This is a diagram showing an example of a mode for emphasizing an input item. [Figure 21] This is a flowchart of a process for identifying the tab and input item where alert information should be presented. [Figure 22] This is a flowchart of a process for presenting alert information based on the identified information. [Figure 23] This is a flowchart of a process related to the completion notification of AI processing. [Figure 24] This is a diagram showing an example of the display of completion notification information. [Figure 25] This is a diagram showing an example of a negotiation management screen displayed by a negotiation management application. [Figure 26] This is a diagram illustrating the negotiation management screen when the detailed display button is operated. [Figure 27] This is a diagram illustrating the negotiation management screen that has transitioned from the state of FIG. 26 to the display state during playback. [Figure 28] This is a diagram illustrating the negotiation management screen in an editable state. [Figure 29] This is a diagram showing an example of a negotiation management screen when batch linking is enabled. [Figure 30] This is a diagram showing an example of a negotiation management screen in batch linking mode.

Embodiments for Carrying Out the Invention

[0014] Hereinafter, embodiments of the present technology will be described in the following order. <1. Example System Configuration> <2. Examples of each device configuration> <3. Support Methods as Embodiments> <4. Processing Procedure> <5. Variation> <6. AI Processing Completion Notification and CRM Integration> [6-1. AI Processing Completion Notification] [6-2. Indicating whether the CRM is linked or not] <7. Summary of Embodiments>

[0015] <1. Example System Configuration> Figure 1 is a block diagram showing an example configuration of a sales activity support system 100 equipped with an information processing device as an embodiment of the present technology. As shown in the figure, the sales activity support system 100 includes a voice management server 1, a sound collection device 20, and a customer relationship management server 50. In this example, the information processing device as an embodiment is the voice management server 1.

[0016] The sound-collecting device 20 is equipped with multiple microphones positioned at different locations on the device body and a display unit for displaying information. One of the multiple microphones is designated as the other party microphone to collect the other party's speech during the interview, and the other is designated as the self-side microphone to collect the self-speaking speech during the interview. In this example, the sound-collecting device 20 is configured as a smartphone, and the sales activity support system 100 uses the smartphone as a sound-collecting device for recording business negotiations.

[0017] Figure 2 is a perspective view showing a schematic external view example of a sound-collecting device 20 configured as a smartphone. Figure 2A is a perspective view of the sound-collecting device 20 from the front, and Figure 2B is a perspective view of the sound-collecting device 20 from the back (rear) side. Here, the "front" of the sound-collecting device 20 refers to the side on which the display surface of the display unit is located. As shown in Figure 2A, the display screen of the display unit 27 is located on the front side of the sound pickup device 20, and a communication speaker 28a is located above the display screen. A first microphone 33a used for noise cancellation (NC) is located near the communication speaker 28a. Furthermore, a second microphone 34a, used for voice pickup during calls, is positioned at the bottom of the sound pickup device 20, specifically on the underside of the sound pickup device 20 in this example. In this example, two microphones are arranged as the second microphone 34a positioned at the bottom of the sound pickup device 20 to enable stereo sound pickup. Here, with respect to the sound-collecting device 20 configured as a smartphone, the upper / lower parts are defined as the side on which the communication speaker 28a is located when the sound-collecting device is viewed from the front being considered the upper side.

[0018] In Figure 2B, a camera unit 36 ​​is positioned on one of the left or right ends of the upper part of the back side of the sound-collecting device 20. This camera unit 36 ​​on the back side allows the user to capture images of the subject while checking the captured image displayed on the display unit 27. In the sound collection device 20 of this example, the first microphone 33b used for noise cancellation is also positioned near the camera unit 36.

[0019] As can be understood from the above description, the sound pickup device 20 in this example is equipped with first microphones 33a and 33b for noise cancellation located at the top of the device body, and second microphones 34a and 34b capable of stereo sound pickup located at the bottom of the device body. In this example, at least one of the first microphones 33a and 33b, located at the top, is designated as the user's microphone as described above, and the second microphones 34a and 34b, located at the bottom, are designated as the other party's microphone as described above. In this example, we will assume that the first microphone 33a is designated as the microphone on the user's side.

[0020] Here, since the second microphones 34a and 34b are capable of stereo sound pickup, they can be said to be high-performance microphones compared to the first microphone 33a (or first microphone 33b).

[0021] Furthermore, in this example, directional microphones are used for the first microphones 33a and 33b, and the second microphones 34a and 34b.

[0022] Figure 3 is a diagram illustrating an example of how the sound recording device 20 is positioned when recording business negotiations. The business negotiation takes place between the sales representative Hs and the customer Hc. Sales representative Hs is a person who participates in sales negotiations and conducts sales activities, and is positioned as a user of sales activity support system 100. In this example, sales representative Hs is the person who should create the minutes of the sales negotiations.

[0023] Sales representative Hs can be seen as the host in a business meeting. On the other hand, customer Hc can be seen as the guest in the meeting. The business negotiations described here are based on the premise of face-to-face negotiations between the sales representative Hs and the customer Hc.

[0024] Business negotiations are often conducted in a room such as a conference room, with the sales representative Hs seated on one side of a table or desk and the customer Hc seated on the other side. Here, we assume that there are multiple participants in both the sales representative Hs and the customer Hc (specifically, two of each), but a business negotiation is acceptable as long as there is at least one participant from both the sales representative Hs and the customer Hc.

[0025] In this case, the sound-collecting device 20 is assumed to be a smartphone used by sales representative Hs. When recording a business negotiation, sales representative Hs places the sound-collecting device 20 on a surface such as the top of a table, as shown in the diagram. As mentioned above, in this example, the second microphones 34a and 34b are designated as the other party's microphones, so when placing the sound-collecting device 20 on a surface for recording, the second microphones 34a and 34b should be pointed towards the customer Hc, who is the other party.

[0026] For this purpose, the sound recording device 20 in this example has a function to display direction guidance information Id on the display unit 27, which guides the other party to point their microphone (second microphones 34a and 34b in this example) towards the other party when recording an interview.

[0027] Figure 4 shows an example of the display of directional guidance information ID. As the directional guidance information ID, the display screen of the display unit 27 will display information indicating at least the side where the other party's microphone (second microphones 34a, 34b) is located. Figure 4A shows an example where, as directional guidance information Id, information indicating the side on which the other party's microphone is located (hereinafter referred to as "other party microphone information") is displayed, as well as information indicating the side on which the user's own microphone (first microphone 33a in this example) is located (hereinafter referred to as "user microphone information"). Specifically, in Figure 4A, the other party microphone information is displayed in an area on the display screen that is closer to the placement positions of the second microphones 34a and 34b than to the placement position of the first microphone 33a, and the user's microphone information is displayed in an area on the display screen that is closer to the placement position of the first microphone 33a than to the placement positions of the second microphones 34a and 34b. Furthermore, the other party microphone information includes the word "other party," and the user's microphone information includes the word "user."

[0028] Here, as illustrated in Figure 4A, when displaying both the other party's microphone-generated information and the user's microphone-generated information, the other party's microphone-generated information can be highlighted more than the user's microphone-generated information. There are various possible forms of highlighting. For example, highlighting by color, highlighting by display size such as font size, highlighting by adding specific shapes or patterns, etc., are some possible forms.

[0029] Figure 4B shows an example where only the information presented by the other party's microphone is displayed as the directional guidance information ID. Specifically, Figure 4B shows an example where the information presented by the other party's microphone includes the word "other party" and an arrow indicating the side where the other party's microphone is located (in other words, an arrow indicating the direction to point towards the other party).

[0030] Note that while the above example only shows the information presented by the other party's microphone as the directional guidance information ID, it is also possible to display only the information presented by one's own microphone as the directional guidance information ID. By directing the user's microphone towards themselves according to the information displayed on their own microphone, the other party's microphone will be correctly directed towards the other party. Therefore, the display of information on the user's microphone can also guide the user towards the correct mounting orientation of the sound pickup device 20.

[0031] For clarification, in the sound collection device 20, the positional relationship between the first microphone 33a and the second microphones 34a and 34b and the display screen of the display unit 27 remains constant. Therefore, the display processing of the direction guidance information Id can be implemented as a process of displaying a predetermined image on the display unit 27. The display of the directional guidance information ID could be done, for example, in response to the launch of an application for recording business negotiations (the negotiation management application described later).

[0032] In Figure 1, the voice management server 1 and the customer relationship management server 50 are configured as computer devices equipped with a microcomputer having a CPU (Central Processing Unit), ROM (Read Only Memory), and RAM (Random Access Memory). The sound collection device 20 is capable of communicating data with the voice management server 1 and the customer relationship management server 50 via a predetermined communication network, such as the Internet, which is called Network NT. Furthermore, the voice management server 1 and the customer relationship management server 50 are also capable of communicating data with each other via the network NT.

[0033] The sales activity support system 100 of this embodiment has a function to perform analysis of the content of business negotiations based on recorded data of those negotiations, and a function to present text data showing the results of the analysis (hereinafter referred to as "analysis result text data") to the user on the screen. The user can use the analysis result text data presented on the screen to create minutes of the business negotiations.

[0034] As can be understood from the above description, the sound recording device 20 has a function for recording business negotiations. Specifically, the sound recording device 20 records the sound signals picked up by the first microphone 33a and the second microphones 34a and 34b, thereby recording the business negotiations. The recorded data of the business negotiation is transmitted to the voice management server 1 via the network NT and stored (accumulated) on the voice management server 1.

[0035] In this embodiment, the function related to recording business negotiations is implemented by a "business negotiation management application." In this embodiment, the business negotiation management application is provided in a so-called SaaS (Software as a Service) form, where the software (software program) of the business negotiation management application is stored on the voice management server 1 and the software is provided as a service. In this case, various processes of the sound pickup device 20 related to recording, such as recording the sound pickup signals from the first microphone 33a and the second microphones 34a and 34b, transmitting the recorded data to the voice management server 1, and displaying the aforementioned directional guidance information Id, will be performed by the sound pickup device 20 based on control from the voice management server 1.

[0036] The voice management server 1 has a function to transcribe recorded business negotiation data into text, that is, a function to generate text data by transcribing (writing down) the spoken portions of the recorded business negotiation data into text, and an analysis function that performs analysis processing related to the content of the business negotiation based on the text data obtained by the transcription function (hereinafter referred to as "recorded text data"). Specifically, the analysis function in this embodiment includes a function to perform summary creation processing, which is the process of creating a summary of the business negotiation. In particular, in this embodiment, this analysis function also includes a function to perform detailed information derivation processing, which derives information about the topics of the extracted items described later, specifically detailed information about the extracted items, based on the recorded text data, but this detailed information derivation processing will be explained again later.

[0037] The sales activity support system 100 is capable of displaying text data (hereinafter referred to as "analysis result text data") showing the analysis results from the analysis function of the voice management server 1 as described above to the sales representative Hs as a user. Specifically, it displays text data as a summary created by the summary creation process as described above, and text data derived by the derivation process, on the screen and presents them to the user. In this example, the display of such analysis result text data is performed on the display unit 27 of the sound collection device 20.

[0038] As described above, users can efficiently create meeting minutes using the provided text data of the business negotiation analysis results. For example, if the system automatically generates meeting minutes that include a summary as a structural element, it eliminates the need for users to manually input text during the creation of meeting minutes, thereby improving the efficiency of meeting minute creation. Similarly, if the system uses the text data derived as detailed information based on the audio transcript data through the detailed information derivation process described above, it also eliminates the need for users to manually input text during the creation of meeting minutes, further improving the efficiency of meeting minute creation.

[0039] In this embodiment, the voice management server 1 and the customer relationship management server 50 are managed by different operators. The customer relationship management server 50 is managed by a CRM (Customer Relationship Management) provider, while the voice management server 1 is managed by a different provider than the CRM provider.

[0040] In this case, the CRM provider has released a CRM application (hereinafter referred to as "CRM application"), and in the sales activity support system 100 of this embodiment, the sales representative Hs, as a user of the sound collection device 20, is able to use the CRM application. Specifically in this example, the CRM application is installed on the sound collection device 20, and the sales representative Hs is able to use the various functions provided by the CRM application. Furthermore, it is also possible to adopt the SaaS model described above for CRM applications.

[0041] <2. Examples of each device configuration> Referring to Figures 5 to 7, an example of the configuration of each device constituting the sales activity support system 100 as an embodiment will be described.

[0042] Figure 5 is a block diagram showing an example of the hardware configuration of the sound collection device 20. As shown in Figure 5, the sound collection device 20 includes a CPU 21, a ROM 22, and a RAM 23. The CPU 21 functions as an arithmetic processing unit that performs various operations and executes various operations according to the program stored in the ROM 22 or the program loaded into the RAM 23 from the storage unit 29. The RAM 23 also appropriately stores data necessary for the CPU 21 to perform various operations.

[0043] The CPU 21, ROM 22, and RAM 23 are interconnected via a bus 24. An input / output interface (I / F) 25 is also connected to this bus 24.

[0044] An input section 26, consisting of operators and operating devices, is connected to the input / output interface 25. For example, the input unit 26 could be various types of controls or operating devices such as a keyboard, mouse, keys, dial, touch panel, touchpad, or remote controller. In this example, the touch panel in the input unit 26 is formed on the display screen of the display unit 27, and the user can perform touch operations on the display screen. The input unit 26 detects user operations, and the CPU 21 interprets the signals corresponding to the input operations.

[0045] Furthermore, a display unit 27, such as an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) panel, and an audio output unit 28, such as a speaker, are connected to the input / output interface 25, either as an integrated unit or as separate components. The display unit 27 is used for displaying various types of information and is configured, for example, as a display device provided on the housing of the sound collection device 20.

[0046] The display unit 27 displays images for various image processing tasks and videos to be processed on the display screen based on instructions from the CPU 21. The display unit 27 also displays various operation menus, icons, messages, etc., i.e., a GUI (Graphical User Interface), based on instructions from the CPU 21.

[0047] The input / output interface 25 may also be connected to a storage unit 29 or a communication unit 30. The memory unit 29 consists of HDDs (Hard Disk Drives) and SSDs (Solid State Drives), and performs various types of information storage.

[0048] The communications unit 30 performs communication processing via transmission lines such as the internet, downloads applications, wired / wireless communication with various devices, and bus communication.

[0049] The input / output interface 5 is also connected to a drive 32 as needed, and removable recording media 31 such as memory cards or optical discs are installed as appropriate.

[0050] Drive 32 allows the system to read data files, such as programs used for various processes, from the removable recording medium 31. The read data files are stored in the storage unit 29, or images and sounds contained in the data files are output by the display unit 27 and the audio output unit 28. Computer programs and other data read from the removable recording medium 31 are installed in the storage unit 29 as needed.

[0051] Furthermore, the input / output interface 25 is connected to the first sound pickup unit 33 and the second sound pickup unit 34. The first sound pickup unit 33 comprehensively represents the sound pickup unit for noise cancellation, including the first microphones 33a and 33b mentioned above, and is composed of at least the first microphones 33a and 33b, an amplifier unit that amplifies their sound pickup signals, and an A / D (analog to digital) conversion unit that performs A / D (analog to digital) conversion of the amplified sound pickup signals. The second sound pickup unit 34 comprehensively represents the stereo sound pickup unit including the second microphones 34a and 34b described above, and is configured to include at least the second microphones 34a and 34b, an amplifier unit that amplifies their sound pickup signals, and an A / D conversion unit that performs A / D conversion on the amplified sound pickup signals. The sound signals from the first sound-collecting unit 33 and the second sound-collecting unit 34 are recorded at least temporarily in a storage device such as the memory unit 29, thereby enabling the recording of the interview.

[0052] Furthermore, the sensor unit 35 is connected to the input / output interface 25. The sensor unit 35 comprehensively represents the sensors provided by the sound collection device 20 as a smartphone, and the image sensor provided by the aforementioned camera unit 36 ​​is included in this sensor unit 35. The sensor unit 35 also includes an IMU (Inertial Measurement Unit) equipped with an accelerometer, angular velocity sensor, and compass sensor, etc.

[0053] Figure 6 is a block diagram showing an example of the hardware configuration of the voice management server 1. As shown in Figure 6, the voice management server 1 comprises a CPU 1a, ROM 2, RAM 3, bus 4, analysis unit 1b, input / output interface 5, input unit 6, display unit 7, voice output unit 8, storage unit 9, communication unit 10, and drive 12. Here, the CPU 1a, ROM 2, RAM 3, bus 4, input / output interface 5, input unit 6, display unit 7, audio output unit 8, storage unit 9, communication unit 10, and drive 12 are the same as the CPU 21, ROM 22, RAM 23, bus 24, input / output interface 25, input unit 26, display unit 27, audio output unit 28, storage unit 29, communication unit 30, and drive 32 in the sound collection device 20, so redundant explanations will be avoided. A removable recording medium 11, such as a memory card or optical disc, is appropriately mounted in drive 12, similar to the removable recording medium 31 described above.

[0054] In the voice management server 1, the analysis unit 1b is connected to bus 4. Analysis unit 1b performs various analytical processes related to the content of the business negotiation based on the recorded data of the negotiation. Specifically, in this example, it performs at least the above-mentioned process of generating the audio transcript data, creating a summary, and deriving detailed information. In the analysis unit 1b, the analysis process may be performed using an AI (Artificial Intelligence) model. In that case, the analysis unit 1b may be equipped with, for example, a GPU (Graphics Processing Unit), FPGA (Field-Programmable Gate Array), DSP (Digital Signal Processor), ASIC (Application Specific Integrated Circuit), etc., for executing the AI ​​processing. Alternatively, the analysis process could be performed as rule-based processing rather than AI processing, in which case the analysis unit 1b would be equipped with a CPU for performing the rule-based analysis process. Furthermore, if the analysis process is performed using rule-based processing, the analysis process may be executed by CPU1a.

[0055] The CPU 1a performs processing operations based on various programs stored in the memory unit 9, ROM 2, etc., thereby executing the information processing and communication processing necessary to realize the processing of the voice management server 1 as described later in the embodiment.

[0056] Furthermore, the voice management server 1 is not limited to being a single computer device as shown in Figure 6, but may be configured as a system of multiple computer devices. These multiple computer devices may be systematized via a LAN (Local Area Network), or they may be located remotely via a VPN (Virtual Private Network) using the Internet, etc. The multiple computer devices may also include computer devices that function as a group of servers (cloud) available through cloud computing services.

[0057] Figure 7 is a block diagram showing an example of the hardware configuration of the customer relationship management server 50. In the following explanation, parts that are the same as those already explained will be denoted by the same reference numeral and their explanation will be omitted.

[0058] The difference from the voice management server 1 shown in Figure 6 is that it does not have an analysis unit 1b. For the sake of clarity, the CPU 1a of the customer relationship management server 50 will be referred to as "CPU50a" below.

[0059] The customer relationship management server 50 is not limited to being a single computer device as shown in Figure 7; it may also be configured as a system of multiple computer devices. In this case, the multiple computer devices may be systematized via a LAN, etc., or they may be located in remote locations via a VPN using the Internet, etc. The multiple computer devices may include computer devices that function as a group of servers (cloud) available through cloud computing services.

[0060] <3. Support Methods as Embodiments> Figure 8 is a functional block diagram illustrating the functions of the CPU 1a in the voice management server 1 as an embodiment. As shown in the figure, CPU1a has the functions of a correspondence relationship information generation unit F1, a derivation control unit F2, and a presentation control unit F3.

[0061] In this specification, the terms "extracted items" and "input items" are used. "Extracted items" refer to the topics to be extracted from the audio transcript data. "Input items" refer to customer management information items managed within the CRM system.

[0062] In this example, the extracted items are presented on the meeting minutes creation screen, which is displayed by the aforementioned sales opportunity management application.

[0063] Figure 9 shows an example of a meeting minutes creation screen. As shown in the diagram, the meeting minutes creation screen is designed to allow users to input detailed information for multiple extraction items. Each extraction item is associated with a title information "It" that indicates the item's content. Title information "It" is text information that indicates the topic item to be extracted from the recorded text data. These title information "It" may be arbitrarily entered by the user, or the user may select them from predetermined preset values.

[0064] In the example shown, the extraction items are listed as "Industry," "Number of Employees," "Target Market," "Business Challenges," "Dissatisfaction with Currently Used Products," and "Products Under Consideration." "Industry" refers to the type of business the customer company conducts, and "Number of Employees" refers to the number of employees the customer company has. "Target Market" refers to the target market for the products and services the customer company sells, and "Business Challenges" refers to the customer's business challenges. "Dissatisfaction with Currently Used Products" refers to the customer's dissatisfaction with the products they are currently using, and "Products Under Consideration" refers to the products the customer is considering implementing.

[0065] On the meeting minutes creation screen, an input box (bi) is provided for entering detailed information for each extracted item. In the sales negotiation management application of this embodiment, based on the title information It of the extracted items and the recorded text data, detailed information corresponding to the title information It is derived for each extracted item, and the derived detailed information is automatically entered into the input box bi. This eliminates the need for users to manually review recordings and input detailed information for each extracted item when creating meeting minutes, thereby reducing the burden of meeting minute creation.

[0066] Here, meeting minutes are to be created for each business negotiation. When meeting minutes are created for each business negotiation, a meeting minutes creation screen is prepared for each negotiation. In this case, the type of negotiation can be managed by the customer name, contact person, and negotiation date and time information. In the sales activity support system 100 in this example, it is assumed that the user will create a meeting minutes creation screen with the customer name, contact person, and negotiation date and time entered before conducting a negotiation. Also, when recording a negotiation, the user will enter the customer name and contact person information into the negotiation management app so that the negotiation to be recorded can be identified. In this example, the negotiation management app associates the date and time information of the recording with the recording data of the negotiation, and by having the user enter the customer name and contact person information when recording as described above, it is possible to identify which meeting minutes creation screen the recording data corresponds to.

[0067] The meeting minutes creation screen is provided with a detailed information extraction button B1 and an upload button B2. The detailed information extraction button B1 is a button that instructs the user to perform the extraction of the detailed information described above. The upload button B2 is a button that instructs the user to upload text data showing the correspondence between the title information It of each extracted item presented on the meeting minutes creation screen and its detailed information, as meeting minutes data to a designated server device.

[0068] Here, the meeting minutes creation screen shown in Figure 9 also functions as a customer information management screen, provided by a system managed by the operator of the voice management server 1 (a system separate from the CRM system).

[0069] Figure 10 shows an example of the CRM screen presented by the aforementioned CRM application. The CRM-side screen is a screen that displays information representing the input fields mentioned above, that is, information items related to customer management managed within the CRM system. In this embodiment, the CRM screen is envisioned to have tabs Tb for each classification item, which are higher-level attribute items than the input items, and when a tab Tb is selected, information about the input items belonging to the classification item of the selected tab Tb is displayed.

[0070] In this example, the CRM screen has tabs Tb for each category item, as shown in the figure: "Opportunity," "Lead," "Customer," "Campaign," and "Calendar." Figure 10 shows an example of the CRM screen when the "Customer" tab Tb is selected, and in this case, the CRM screen displays information for each input item belonging to the "Customer" category. Furthermore, Figure 11 illustrates the CRM screen when the "Opportunities" tab (Tb) is selected. In this case, the CRM screen displays information for each input field belonging to the "Opportunities" category. Although not shown in the illustration, similar information for input fields belonging to the category of the selected tab (Tb) is displayed when the other tabs (Tb) such as "Leads," "Campaigns," and "Calendar" are selected. Note that "Lead" refers to the sales activity process leading up to an opportunity.

[0071] On the CRM screen when tab Tb is selected, the title information Ii for the input fields belonging to the classification items of the selected tab Tb is displayed, and for each title information Ii, an input box bi or input box bs is provided for entering detailed information about the corresponding input field. Here, input box bi is defined as a box into which the user can enter arbitrary text information, while input box bs is defined as an input box that corresponds to a case where the detailed information of the input item is a choice-type information from which the user selects from multiple options. Specifically, the input box bs in this example is a box that displays a list of candidate options in a pull-down format, as illustrated in Figures 12A to 12C. The user can input detailed information (selection input) by selecting one of the displayed candidate options.

[0072] While this example shows a list of detailed information options, it is merely one example. The format for displaying all options as selectable is not limited to a list view; for example, the displayed options may switch depending on the slide operation.

[0073] In this example, input box bs is provided as a box for entering detailed information such as "Industry," "Number of Employees," and "Target Customers," which are presented when the "Customer" tab Tb is selected. To clarify, regarding the "Target Audience" item, "toB" means businesses, "toC" means consumers, and "toB&toC" means both businesses and consumers.

[0074] In this example, the CRM screen is created for each customer-side representative. These customer-side representative CRM screens are created when the user inputs detailed information such as "customer name" and "representative," which are managed as input fields belonging to the "customer" category, into the CRM application.

[0075] Thus, the CRM screen is designed to be created by entering detailed information such as "customer name" and "contact person." Furthermore, as mentioned earlier, the meeting minutes creation screen is also designed to be created by the user entering the customer name and contact person's information. Therefore, in the sales activity support system 100 of this example, it is possible to identify which meeting minutes creation screen corresponds to which CRM screen based on the customer name and contact person information associated with each screen.

[0076] In the CRM screen, there are two types of input fields: preset fields and custom fields. Preset fields are pre-configured input fields, while custom fields are input fields that the user can set arbitrarily or from a selection of options. In this example, "Customer Name," "Location," "Web Page," "Industry," "Number of Employees," "Target Customers," "Contact Person," "Phone Number," and "Email Address" are set as preset input fields, while "Business Challenges," "Dissatisfaction with the Currently Used Product," and "Products Under Consideration" (see Figure 11) are set as custom input fields.

[0077] In this embodiment, as an application-to-application link between the sales opportunity management application and the CRM application, the detailed information derived from the extracted items on the meeting minutes creation screen is reflected as the detailed information of the input items with matching content on the CRM side screen.

[0078] In this case, if the CRM screen is of the type that presents input fields for each tab Tb, as illustrated in Figures 10 and 11, there is a risk that the derived detailed information may not be properly reflected in the corresponding input fields unless the differences between the tabs Tb are taken into consideration.

[0079] For this purpose, this embodiment includes the correspondence relationship information generation unit F1 (see Figure 8) described above.

[0080] The correspondence relationship information generation unit F1 performs a process to detect input items with matching item content for each extracted item, and generates correspondence relationship information that allows it to identify which tab the input item belongs to, based on the correspondence between the extracted item and the input item with matching item content. Hereafter, the process of detecting input items whose content matches the extracted items will be referred to as the "matching item detection process." While the matching item detection process basically involves detecting input items whose content matches the extracted items, the correspondence relationship information generation unit F1 in this example performs a process to detect not only input items whose terms match the extracted items, but also input items whose terms are similar to the extracted items.

[0081] Specifically, the correspondence information generation unit F1 in this example performs a matching item detection process to detect input items in each extracted item on the target meeting minutes creation screen where the term in title information Ii matches or is similar to the term in title information It. Here, whether or not the terms in both title information are similar can be determined based on the percentage of matching characters or words in the terms of both title information, based on dictionary information that defines similar terms, or by using an AI model trained to determine whether or not two input terms are similar, but the specific method is not particularly limited.

[0082] The correspondence relationship information generation unit F1 generates correspondence relationship information that shows the correspondence between extracted items and input items whose item contents match, based on the results of the matching item detection process described above.

[0083] Figure 13 is a diagram showing an example of correspondence information. As shown in the diagram, the correspondence information is defined as information that associates the identifiers of extracted items that are deemed to have matching item content with each identifier of the extracted item. In this case, the identifier of the input item is information that includes the identifier of the tab Tb, corresponding to the fact that the CRM screen is a type of screen where input items are presented for each tab Tb, as mentioned above. Specifically, in the illustrated example, the uppercase alphabet part of the input item identifier indicates the classification item of the tab Tb, and the lowercase alphabet part indicates the input item that belongs to the classification item of that tab Tb. Thus, the correspondence information in this embodiment is information that allows for the identification of which tab Tb the input item belongs to, based on the correspondence between extracted items and input items whose item contents match.

[0084] For clarification, the correspondence information that allows identification of which tab Tb an input item belongs to is not limited to the example in Figure 13. For example, using uppercase letters for the classification item of tab Tb and lowercase letters for the input item belonging to that classification item is merely an illustrative example and is not limited to this. The information about the input item described in the correspondence information could also be, for example, information consisting of a predetermined number of bits, where the upper predetermined number of bits indicate the classification item of tab Tb and the lower predetermined number of bits indicate the input item belonging to that classification item.

[0085] In Figure 8, the derivation control unit F2 performs execution control for the detailed information derivation process, which is the process of deriving text information corresponding to the detailed information of the extracted items. Specifically, the derivation control unit F2 controls the system so that the detailed information derivation process described above is executed for each extracted item in response to the operation of the detailed information derivation button B1 on the meeting minutes creation screen (see Figure 9). In this example, the detailed information derivation process is performed by the analysis unit 1b, as explained in Figure 6, so the derivation control unit F2 gives various instructions to the analysis unit 1b to perform the detailed information derivation process.

[0086] In this example, the derivation control unit F2 is configured to perform different processing depending on whether the title information It of the extracted item is numerical information or other information. If the title information It of the extracted item is numerical information, the derivation control unit F2 instructs the analysis unit 1b to perform the following process as detailed information derivation processing. That is, it identifies the text of the utterance portion of the topic corresponding to the title information It in the recorded text data, and derives the numerical information in the identified text as detailed information of the extracted item.

[0087] As a concrete example, if the title information related to the numerical value is the number of employees, as in this example, the analysis unit 1b is instructed to use the text data "number of employees" as a keyword, and from the recorded text data, it identifies the section of the user's speech in which the instructed keyword appears, and the section of speech in which the other party responds to the user's speech. For clarification, it should be stated that this assumes that during a business negotiation, sales representative Hs asks customer Hc a question about the number of employees. Furthermore, numerical information is identified from the text data within the utterance segment of the response, and this identified numerical information is derived as detailed information corresponding to the title information "Number of Employees".

[0088] Furthermore, even if the title information related to numerical values ​​is information other than the number of employees, the corresponding detailed information can be derived using the same method as described above. However, the keywords used should be those appropriate to the title information. For example, if the title information is "Number of products used," then "Number of products used" should be defined as the keyword.

[0089] Furthermore, for extracted items where the title information is publicly available information such as "target market" or "industry," the derivation control unit F2 instructs the analysis unit 1b to perform the following detailed information derivation process. In other words, this process involves detecting keyword portions associated with the title information "It" of the extracted item from the transcribed audio data, and then using the text information containing the detected keyword portions as search key information to search a predetermined database, thereby deriving text information corresponding to the detailed information of the extracted item.

[0090] In this example, keywords associated with the title information "It" of the extracted items include company names of multiple companies that could potentially be considered customers, such as "Uniqlo" and "Mitsubishi Corporation." If the title information It is "Target Sales" or "Industry," the derivation control unit F2 first instructs the analysis unit 1b to provide keywords representing company names associated with the title information It, and then identifies the utterance portion (keyword portion) from the recorded text data that matches those keywords. Here, it is assumed that in a business negotiation, for example, during the exchange of business cards, the customer Hc's company name is mentioned.

[0091] The derivation control unit F2 then instructs the analysis unit 1b to perform a search of a predetermined database using the text information containing the detected keyword portion as search key information. For example, if the detected keyword is "○○ Corporation" and the title information It is "Target Sales," then the text information "○○ Corporation Target Sales" is used as the search key, and an internet search is performed. Alternatively, if the title information It is "Industry," then the text information "○○ Corporation Industry" is used as the search key, and an internet search is performed.

[0092] Then, the analysis unit 1b derives detailed information on the extracted items based on the search results. Specifically, if the extracted item is "target of sale," it identifies the target of sale, such as "toB" or "toC," based on the search results. If the extracted item is "industry," it identifies the industry, such as "telecommunications," "intermediate distribution," or "major securities," based on the search results.

[0093] In the above example, the search process using the detected keywords as key information was performed via an internet search, i.e., using a database on the internet. However, this search process can also be performed as a search targeting a local database using table information stored in the voice management server 1. Here, table information refers to information that associates correct information corresponding to the title information It, such as correct information about "target customers" and "industry," for each possible company name. When using such table information, only the text information of the keyword portion is used as the key information for the search. While this type of local search requires the additional work of creating table information beforehand, it eliminates the need for an internet connection during the search, thus reducing communication costs.

[0094] Furthermore, this database search method can also be applied to extracting the "number of employees" item. Furthermore, the derivation of detailed information on "target products" is not limited to the database search method described above. If the relevant utterance is found in the transcribed audio data, a derivation method that uses the text information of that utterance as detailed information is also conceivable.

[0095] Furthermore, if the title information It of the extracted item is not numerical information and is not publicly available information, the derivation control unit F2 causes the analysis unit 1b to perform a process to derive the relevant detailed information based on the text information of the corresponding utterance in the recorded text data. For example, for the extracted items "Dissatisfaction with the product currently in use" and "Products under consideration," the analysis process of the recorded text data of the business negotiation identifies the utterance on the relevant topic, and then performs a process to derive the text data of the identified utterance as detailed information, or to derive text data as a summary of the identified utterance as detailed information.

[0096] The CPU 1a of the voice management server 1 processes the information derived in response to the operation of the detailed information extraction button B1 on the minutes creation screen for a certain business negotiation, and displays it in the detailed information input box bi on the minutes creation screen.

[0097] Figure 14 shows an example of a meeting minutes creation screen where the detailed information derived in this way is presented. This example shows how detailed information is derived for each extraction item, such as "industry," "number of employees," "target market," and "business challenges," and how this derived detailed information is presented in the input box BI for each extraction item.

[0098] In this process of deriving detailed information, there are cases where the relevant detailed information cannot be derived due to reasons such as the inability to detect keywords from the transcribed audio data. As an example, Figure 14 illustrates a case where the relevant detailed information could not be derived for the extracted items "Dissatisfaction with the product currently in use" and "Products under consideration." If there are any extracted items for which the relevant detailed information could not be derived, CPU1a will display information indicating that the relevant detailed information could not be derived in the corresponding input box bi, such as the message information "Deduction failed" as illustrated in the figure.

[0099] In this embodiment, on the meeting minutes creation screen where the derived detailed information is presented in the input box bi, the user can edit the information presented in the input box bi. Specifically, it is possible to add or modify sentences to the text data that is derived and presented as detailed information. This prevents errors in the derived detailed information from being directly reflected in the meeting minutes. Furthermore, in this embodiment, errors in the derived detailed information can be prevented from being reflected in the detailed information of the corresponding input field on the CRM screen.

[0100] In Figure 8, the presentation control unit F3 controls the system so that information about the topic of the extracted item obtained based on the recorded text data is presented to the user as information about an input item whose content matches that of the extracted item identified based on the correspondence information. Specifically, the presentation control unit F3 in this example controls the detailed information of the extracted items derived by the detailed information derivation process described above to be presented on the CRM-side screen as detailed information of the input items whose content matches the extracted items.

[0101] Figures 15 and 16 show examples of CRM-side screens where detailed information is displayed under the control of the presentation control unit F3. Here, as illustrated in Figure 14, detailed information is derived for the extraction items "Industry," "Number of Employees," "Target Market," and "Business Challenges," but detailed information cannot be derived for the extraction items "Dissatisfaction with Products Currently in Use" and "Products Under Consideration." As shown in the diagram, for each input item of "Industry," "Number of Employees," "Target Market," and "Business Challenges," the derived detailed information is displayed in input box bs or input box bi. At this time, the presentation control unit F3 identifies the correspondence between the extracted item from which detailed information was derived and the input item based on the aforementioned correspondence information. Furthermore, for input items in which the detailed information is in the form of multiple-choice information, the unit ensures that the multiple-choice information that matches the derived detailed information is displayed in the corresponding input box bs.

[0102] Furthermore, for input items whose content matches the extracted items for which detailed information could not be derived (in this case, "Dissatisfaction with the product currently being implemented" and "Product under consideration"), the presentation control unit F3 will display information in input box bi (or input box bs) indicating that the corresponding detailed information could not be derived.

[0103] Here, the CPU 1a of the voice management server 1 sends the detailed information presented for each input item to the customer relationship management server 50. As a result, the customer relationship management server 50 can manage the corresponding detailed information in association with each input item on the CRM side screen.

[0104] There are various possible timings for displaying the detailed information derived from the CRM screen. For example, after the recording of a business negotiation is complete, the system could display a CRM screen reflecting the derived detailed information once the user logs into the CRM system. Alternatively, a button could be placed on the CRM screen to instruct the user to "reflect results derived from business negotiation," and the detailed information derived during the detailed information extraction process could be displayed in response to the user's operation of that button.

[0105] Alternatively, the presentation of the derived detailed information could occur after the business negotiation, when the user logs into the system on the voice management server 1 (a system separate from the CRM system). In that case, the presentation of the derived detailed information could be done by calling up the CRM screen on the screen of the separate system and displaying it on that screen. For example, the CRM screen could be called up and presented on the meeting minutes creation screen. In this case, on the meeting minutes creation screen, the user can check whether the derived detailed information for each input item is correct. If the detailed information is incorrect, it can be corrected (for example, correcting the number of employees from "less than 10" to "10-99"). On the meeting minutes creation screen in this case, a transfer button is provided to instruct the system to transfer the contents of the called CRM screen to the CRM system, and the voice management server 1 (CPU1a) processes the transfer of the contents of the called CRM screen to the CRM system in response to the operation of the transfer button. At this time, if the derived detailed information has been corrected, the corrected detailed information is sent to the CRM system.

[0106] <4. Processing Procedure> Figures 17 and 18 are flowcharts showing specific processing steps that CPU 1a should execute to implement the support method as described above. Figure 17 is a flowchart of the process related to the generation of correspondence information, and Figure 18 is a flowchart of the process related to the presentation of the derived detailed information. The CPU 1a executes the processes shown in Figures 17 and 18 based on a program stored in a predetermined storage device, such as ROM 2 or memory unit 9.

[0107] In this example, the generation of correspondence information is performed when a predetermined generation start condition is met. For example, if the user manually enters the title information "It" for each extracted item on the meeting minutes creation screen, the generation start condition could be that the input of the title information "It" for each extracted item has been completed. Alternatively, if each extracted item is a preset item, the generation start condition could be that the user has performed an operation to instruct the generation of correspondence information. CPU1a starts the process shown in Figure 17 in response to the fulfillment of such generation start conditions.

[0108] In Figure 17, CPU 1a first performs the process of obtaining the input item identifier and title information Ii in step S101. That is, it performs the process of obtaining the input item identifier and title information Ii from the CRM system for the CRM-side screen corresponding to the meeting minutes creation screen being processed. Here, as can be understood from the explanation above, in this example, it is possible to identify which CRM-side screen corresponds to the meeting minutes creation screen being processed by the "customer name" and "person in charge" information entered in the meeting minutes creation screen and the CRM-side screen, respectively. In other words, in this case, CPU 1a obtains the information of the input item identifier and title information Ii from the CRM-side screen corresponding to the meeting minutes creation screen being processed by sending a transmission request to the CRM system specifying the "customer name" and "person in charge" information entered in the meeting minutes creation screen being processed as a transmission request for the input item identifier and title information Ii.

[0109] In step S102, following step S101, CPU1a sets the processing target identifier n to "1". The processing target identifier n is an identifier used to identify the extraction item to be processed.

[0110] In step S103, following step S102, CPU1a determines whether or not there is an input item whose content matches the nth extracted item. In other words, among the input items from which title information Ii was obtained in step S101, it is determined whether or not there is an input item to which title information It of the nth extracted item matches or is similar in terminology. By treating items as matching not only when the terms are identical but also when they are similar, it becomes unnecessary to ensure an exact terminology match between the extracted items and the input items when reflecting topical information obtained from the audio-text data into the corresponding input items. Therefore, it is possible to reduce the burden of preparatory work when reflecting information about the topics of the extracted items obtained based on the audio-transcribed data into the corresponding input items.

[0111] In step S103, if it is determined that there is an input item whose content matches the nth extracted item, the CPU 1a proceeds to step S104 and performs item mapping processing. That is, it processes the matching of the nth extracted item with the input item whose content was determined to match.

[0112] CPU1a proceeds to step S105 after executing the mapping process in step S104.

[0113] On the other hand, if in step S103 it is determined that there is no input item whose content matches the nth extracted item, the CPU 1a skips the mapping process in step S104 and proceeds to step S105.

[0114] In step S105, CPU1a determines whether the processing target identifier n is greater than or equal to the maximum value nMAX. Here, the maximum value nMAX is the maximum value of the processing target identifier n, and it matches the number of extracted items for which title information It is set in the meeting minutes creation screen for processing.

[0115] In step S105, if it is determined that the processing target identifier n is not greater than or equal to the maximum value nMAX, the CPU 1a proceeds to step S106, increments the processing target identifier n by 1, and then returns to step S103. As a result, for each extracted item on the meeting minutes creation screen, a determination is made (S103) as to whether or not there is an input item with matching content, and a mapping process is performed (S104) for the input item whose content is found to match with the extracted item.

[0116] In step S105, if it is determined that the processing target identifier n is greater than or equal to the maximum value nMAX, the CPU 1a proceeds to step S107 to generate correspondence information. That is, it generates correspondence information that reflects the result of the correspondence between the extracted items and the input items performed in the correspondence processing in step S104. As illustrated in Figure 13 above, in this embodiment, the identifier of the input item described in the correspondence information includes information indicating which tab Tb (classification item) it belongs to. Therefore, the correspondence information is generated as information that can identify which tab Tb the input item belongs to, showing the correspondence between the extracted item and the input item whose item content matches.

[0117] CPU 1a completes the series of processes shown in Figure 17 after executing the process in step S107.

[0118] Next, we will explain the process shown in Figure 18. Here, it is assumed that the process shown in Figure 18 is executed only after the process related to generating the correspondence information shown in Figure 17 and the detailed information derivation process described above have already been completed. As mentioned above, in this example, the process of deriving detailed information is executed in response to the operation of the detailed information deriving button B1 on the meeting minutes creation screen. Furthermore, in this example, different processes are performed for extraction items where the title information It is numerical information, such as "Number of Employees"; extraction items where the title information It is publicly available information, such as "Target Sales" and "Industry"; and extraction items where the title information It is neither numerical nor publicly available information, such as "Business Issues." Since the specific details of each detailed information derivation process have already been explained, we will avoid repeating the explanation.

[0119] In Figure 18, CPU 1a waits in step S201 for the presented condition to be met. As mentioned above, one possible timing for presenting the derived detailed information is when the user logs into the CRM system after the sales meeting recording is complete. Alternatively, if the CRM screen has a button (hereinafter referred to as the "reflection instruction button") that instructs the system to reflect the detailed information derived from the sales meeting onto the CRM screen, then the timing for presenting the detailed information could be when the reflection instruction button is pressed. In the former case, step S201 waits for the user to log in to the CRM system. In the latter case, step S201 waits for the above-mentioned update instruction button to be pressed.

[0120] There are various possibilities regarding what conditions should be set for the offer. For example, if the CRM screen is called up and displayed on the meeting minutes creation screen as described above, the display condition in step S201 could be that the detailed information extraction process for each extracted item on the meeting minutes creation screen has been completed.

[0121] If it is determined in step S201 that the presentation conditions have been met, CPU1a proceeds to step S202 and controls the system so that the CRM screen reflecting the derived detailed information based on the correspondence relationship information is presented. In other words, the detailed information derived for each extracted item is displayed on the display unit 27 in the manner that it appears in the input box bi or input box bs of the corresponding input item (the input item whose content matches) identified based on the correspondence information. Here, as mentioned above, for input boxes bi or bs of input items for which detailed information could not be derived, information indicating that detailed information could not be derived will be displayed (see Figure 16).

[0122] CPU1a completes the series of processes shown in Figure 18 after executing the process in step S202.

[0123] <5. Variation> Furthermore, the embodiments are not limited to the specific examples described above, and various modified configurations can be adopted. In this context, business negotiations can take place multiple times with the same representative on the other side. For example, detailed information that was not discussed and could not be derived in the first negotiation may be discussed and derived in subsequent negotiations.

[0124] Therefore, when new detailed information is derived, the corresponding input field will be highlighted on the CRM screen. Specifically, in this case, the presentation control unit F3 controls the CRM screen so that, if new information about the topic of the extracted item is obtained based on the recorded text data, a screen is presented in which a tab Tb that presents an input item whose content matches the extracted item is highlighted.

[0125] Figure 19 shows an example of a configuration that emphasizes the tab Tb. Specifically, this example shows the CRM screen when new detailed information is derived for an input field belonging to the "Deal" category. Here, we show an example of highlighting a tab Tb by displaying alert information Ia at the position corresponding to the tab Tb. For example, information indicating that new detailed information has been derived and reflected could be displayed, such as the word "new" shown in the diagram.

[0126] Furthermore, there are various methods for highlighting tabs Tb, not limited to the method of displaying the alert information Ia described above. For example, one could use a different color for the relevant tab Tb than other tabs Tb, or make the text information of the classification item bold or larger. Another option is to add a specific animation to the relevant tab Tb (for example, the tab Tb repeatedly expanding and contracting, or the text of the classification item shaking). There are various methods for highlighting the relevant tab (Tb), and it is not limited to any particular method.

[0127] Furthermore, in this example, if new detailed information is derived, not only the corresponding tab Tb but also the corresponding input field will be highlighted, as illustrated in Figure 20. Specifically, Figure 20 shows an example of highlighting input items when new detailed information is derived for the input items "Dissatisfaction with the product currently in use" and "Products under consideration." Figure 20 shows an example where alert information Ia is presented for the corresponding input item. However, as with the highlighting of tab Tb, there are various methods for highlighting, and the method is not limited to a specific one.

[0128] Figures 21 and 22 are flowcharts illustrating specific processing steps to be taken to highlight tabs Tb and input items when new detailed information is derived as described above. Figure 21 shows the process for identifying the tab Tb and input fields where alert information Ia should be displayed, and Figure 22 shows the process for displaying alert information Ia based on the identified information.

[0129] In Figure 21, CPU 1a waits for the derivation process to finish in step S301. In other words, in this example, it waits until the detailed information derivation process for each extracted item, which was started by operating the detailed information derivation button B1 mentioned above, is completed.

[0130] Once the detailed information derivation process for each extracted item is complete and the CPU 1a determines that the derivation process is finished, it proceeds to step S302 to determine whether there are any extracted items for which new detailed information has been derived. If there are no extracted items for which new detailed information has been derived, the CPU 1a proceeds to step S306 to turn OFF the alert notification flag and completes the series of processes shown in Figure 21.

[0131] On the other hand, if there are any extracted items for which new detailed information has been derived, CPU1a proceeds to step S303 to turn on the alert display flag, and then in step S304 identifies the tab Tb and input items for which an alert should be displayed. This identification can be done based on the identifier of the extracted item for which new detailed information has been derived and the correspondence information illustrated in Figure 13.

[0132] In step S305, following step S304, the CPU 1a processes information about the tab Tb and input items to be displayed as an alert. For example, this information may be stored in a predetermined storage device in the voice management server 1, such as the storage unit 9.

[0133] CPU 1a completes the series of processes shown in Figure 21 after executing the storage process in step S305.

[0134] Next, we will explain the process shown in Figure 22. First, CPU 1a executes the waiting process described in step S201 in Figure 18 above, that is, the process of waiting for the conditions for presenting the CRM-side screen that reflects the derived detailed information to be met.

[0135] In this case, if CPU1a determines in step S201 that the presentation conditions are met, it proceeds to step S401 to determine whether the alert presentation flag is ON or not. If the alert notification flag is not ON (i.e., OFF), CPU 1a performs the process of step S202 as described in Figure 18, that is, a process to control the display of the CRM side screen that reflects the detailed information derived based on the correspondence information.

[0136] On the other hand, if the alert notification flag is ON, CPU 1a proceeds to step S402 and controls the display of the CRM-side screen including the alert information Ia. That is, it controls the display of a CRM-side screen that reflects the derived detailed information, with the alert information Ia attached to the corresponding tab Tb, as illustrated in Figure 19. At this time, if the tab Tb with the alert information Ia attached (highlighted tab Tb) is selected, CPU 1a controls the display of the alert information Ia attached to the corresponding input item, as illustrated in Figure 20.

[0137] The above example shows how to highlight tabs Tb and input fields from which new detailed information has been derived. However, highlighting tabs Tb and input fields can be applied not only when new detailed information is derived for an input field, but also when different detailed information is derived for an input field from which detailed information has already been derived and reflected. In this case, the alert information Ia could be information that notifies that the content has been updated, such as a message saying "Update available".

[0138] In the explanation so far, we have given an example where detailed information is derived in response to the operation of the detailed information extraction button B1. However, it is also possible to start the extraction of detailed information at a predetermined time that is not dependent on user operation, such as when the recording is finished and the text conversion is complete.

[0139] Furthermore, while the above explanation has given an example where the entire detailed information derivation process is performed by the analysis unit 1b, it is also conceivable to configure the system so that the detailed information derivation process is divided between the analysis unit 1b and the CPU 1a. For example, the analysis unit 1b may perform some of the detailed information derivation processes, specifically, the keyword detection process in the recorded text data, while the CPU 1a performs the remaining processes, such as the database search based on the text information of the detected keywords and the selection of option information based on the search results.

[0140] Furthermore, in the explanations above, we have given an example in which the device that performs the processing of the correspondence information generation unit F1, the derivation control unit F2, and the presentation control unit F3 is equipped with an analysis unit 1b for analyzing the recorded text data. However, the analysis unit 1b may be equipped with a separate device from the device that performs the processing of the correspondence information generation unit F1, the derivation control unit F2, and the presentation control unit F3.

[0141] Furthermore, in the explanations so far, we have assumed the adoption of a SaaS-type sales opportunity management application, and have given examples where the CPU 1a of the voice management server 1 performs the processing of the correspondence relationship information generation unit F1, the derivation control unit F2, and the presentation control unit F3. However, it is also possible that the sales opportunity management application is installed on the sound collection device 20 (the display device for the meeting minutes creation screen). In other words, the CPU 21 of the sound collection device 20 performs the processing of the correspondence relationship information generation unit F1, the derivation control unit F2, and the presentation control unit F3.

[0142] Furthermore, while the above explanation has used the example of a business negotiation conducted in person, this technology can also be suitably applied to business negotiations conducted online. In the case of online negotiations, a microphone is not required to capture the customer's speech; it is sufficient to record the customer's speech captured by the customer's terminal participating in the online negotiation.

[0143] <6. AI Processing Completion Notification and CRM Integration> [6-1. AI Processing Completion Notification] Here, the voice management server 1 can use the aforementioned analysis unit 1b to perform AI processing (processing using an AI model), such as generating audio-to-text data, creating summaries, and deriving detailed information. It should be noted that these processes—generating audio-to-text data, creating summaries, and deriving detailed information—can also be performed using a large-scale AI model, such as an LLM (Large-Scale Language Model).

[0144] When the voice management server 1 performs the above-described AI processing on the recorded data transmitted from the sound acquisition device 20, it is conceivable that it will notify the sales representative Hs, who is the user of the sound acquisition device 20, of the completion of the processing.

[0145] The specific processing flow will be explained by referring to the flowchart in Figure 23. Note that the entity executing the processing in Figure 23 is the CPU 1a of the voice management server 1. The processing shown in this figure is assumed to start when the recording of a business negotiation is started in the sound collection device 20 using the aforementioned business negotiation management application.

[0146] First, in step S501, CPU 1a waits until the recording termination operation is performed. That is, it waits until the sound recording device 20 performs the operation to terminate the recording of the business negotiation.

[0147] If it is determined in step S501 that a recording termination operation has occurred, the CPU 1a proceeds to step S502 and executes a process to send the recorded data. In other words, the CPU 1a instructs the sound acquisition device 20 to send the recorded data obtained from the recording whose termination operation was detected in step S501 to the voice management server 1.

[0148] In step S503, following step S502, CPU 1a performs AI processing. Specifically, it performs at least one of the following processes on the transmitted audio recording data: generating audio recording text data, creating a summary, or deriving detailed information. Hereinafter, as an example for explanatory purposes, the AI ​​processing will be exemplified as the process of generating audio recording text data.

[0149] In step S504, following step S503, the CPU 1a performs a process to notify the sound collection device 20 that processing is complete.

[0150] In this example, the sound collection device 20 receives notification of the completion of step S504 via the aforementioned business negotiation management application function, and in response, displays notification information Ic on the display unit 27 indicating the completion of the AI ​​processing.

[0151] Figure 24 shows an example of the display of notification information Ic. Here, we illustrate the notification information Ic that is displayed on the display unit 27 in response to the notification in step S504 when the sound receiving device 20, which is configured as a smartphone, is in sleep mode. Of course, the notification information is also displayed on the display unit 27 when the device is not in sleep mode.

[0152] In step S505, following step S504, CPU1a waits until notification information Ic is operated on. The operation in question here is, for example, tapping notification information Ic.

[0153] For example, if notification information Ic is tapped and step S505 determines that notification information Ic has been operated, CPU 1a proceeds to step S506 and performs the process of displaying the business opportunity management screen. That is, it performs the process of displaying a predetermined screen as the business opportunity management screen on the display unit 27 of the sound collection device 20.

[0154] Here, the sales opportunity management screen is a screen displayed by the sales opportunity management application, and it displays a list of sales opportunities for which AI processing (in this example, the process of generating transcribed audio data) has been performed on the recorded audio data. In this example's sales opportunity management screen, it is possible to link the data obtained from the AI ​​processing (transcribed audio data, summary text, derived detailed information: in this example, transcribed audio data) to the CRM side. Here, "linking" means managing the target data as information related to the same sales opportunity managed on the CRM side. The example of the sales opportunity management screen in this case will be explained in more detail later.

[0155] CPU 1a completes the series of processes shown in Figure 23 after executing the process in step S506.

[0156] Furthermore, the notification information indicating the completion of AI processing could be presented not only as visual information like the notification information Ic exemplified above, but also as auditory information or tactile information such as vibration.

[0157] [6-2. Indicating whether the CRM is linked or not] Figure 25 shows an example of a sales opportunity management screen displayed by a sales opportunity management application. The sales negotiation management screen is a screen for managing sales negotiations that have been recorded using the sales negotiation management app, and is configured as a screen that can display a list of such sales negotiations, as shown in the diagram. In the sales opportunity management screen, information for each sales opportunity is displayed in a sales opportunity information display slot Sr. Here, we show an example where each sales opportunity information display slot Sr displays the sales opportunity information, including the sales opportunity title, a portion of the beginning of the transcribed audio data, the date and time of the sales opportunity, and the length of the recording of the sales opportunity. In addition, each sales opportunity information display slot Sr has a detail display button B5 to indicate the display of detailed information about the sales opportunity.

[0158] In this example, the sales opportunity information display slot Sr displays the integration identification information Ir. The integration identification information Ir is data obtained from the AI ​​processing performed on the sales opportunity recording data, specifically in this example, the recorded text data, indicating whether or not it has been integrated with the CRM system.

[0159] The linking identification information Ir causes the sound pickup device 20 to display the corresponding information (linked / not linked) depending on whether the CPU 1a has performed the linking process for the recorded text data in response to an operation by the user instructing linking, such as the operation of the linking button B9 described later.

[0160] Figure 26 shows an example of the sales opportunity management screen when the detailed display button B5 in the sales opportunity information display slot Sr is operated. When the Details Display button B5 is pressed, the sales opportunity management screen displays the audio recording data for the corresponding sales opportunity, i.e., the sales opportunity information displayed in the sales opportunity information display slot Sr where the Details Display button B5 was pressed. At this time, the audio recording data is displayed in a way that allows for the identification of the other party's utterances and the user's utterances. For example, as shown in the diagram, the user's utterances are displayed on the right and the other party's utterances on the left, making it possible to distinguish between the other party's and the user's utterances.

[0161] When the details display button B5 is pressed, the sales opportunity management screen is provided with a play button B6, an edit button B7, and a back button B8. The back button B8 is intended to return to the sales opportunity management screen shown in Figure 25, which was the screen before the detail display button B5 was operated.

[0162] The playback button B6 is used to perform operations related to the playback of the recorded data of the relevant business negotiation. Initially, the playback button B6 is displayed as a button with a playback mark as shown in the figure, and the user can start playback of the recorded data by operating the playback button B6 in its initial state.

[0163] When playback of the recorded data begins, the business negotiation management screen transitions from the display state shown in Figure 26 to the playback state shown in Figure 27. As shown in Figure 27, the sales opportunity management screen during playback displays playback position information Ib and Im. Playback position information Ib is information in which a bar indicating the current playback position is displayed within a frame that shows the recording section from the start position to the end position of the recording. Furthermore, the playback position display information Im indicates the utterance portion corresponding to the current playback position among the utterance portions of the other party's and your own party's utterances displayed on the negotiation management screen. As playback continues, the bar in the playback position display information Ib gradually extends, and the playback position display information Im sequentially moves to the next utterance portion.

[0164] When playback of the recorded data begins, the playback control button B6 transitions from showing a play icon to showing a stop icon, as shown in the diagram. The user can stop playback of the recorded data by operating the playback control button B6 when it is showing the stop icon.

[0165] The edit button B7 is intended to bring up the editable sales opportunity management screen, as illustrated in Figure 28. As shown in Figure 28, in the editable opportunity management screen, relevant information about the relevant opportunity, such as the name of the other party's company, budget, and decision-maker, can be displayed. If relevant information for the relevant opportunity has been set in advance, the settings will be reflected and displayed on this editable opportunity management screen. In the editable opportunity management screen, the user can edit the relevant information displayed in this way. Furthermore, if the relevant information has not been set in the editable opportunity management screen, the user can set the information content for each item, such as company name and decision-maker.

[0166] As shown in the diagram, the editable opportunity management screen is provided with a link button B9 and a back button B10. The link button B9 is a button that instructs the system to link the audio recording text data of the relevant opportunity as related information for the same opportunity on the CRM side. The back button B10 is a button that returns to the opportunity management screen (Figure 26 or Figure 27) that was in the state immediately before the edit button B7 was operated.

[0167] In response to the operation of the link button B9, CPU1a processes the audio recording data of the relevant business negotiation to link it as related information for that negotiation on the CRM side. Specifically, CPU1a processes the audio recording data of the relevant business negotiation, along with the contact person's name, the other party's company name, and the negotiation date and time information, which are managed as related information for the relevant business negotiation, to the customer relationship management server 50. As a result, the customer relationship management server 50 can process the data to manage as related information for the business negotiations it manages that match the contact person's name, company name, and negotiation date and time information sent (i.e., business negotiations that can be considered identical). In other words, the audio recording data is linked. Furthermore, when linking the recorded text data as related information for the same business negotiation, it is sufficient to send at least the name of the person in charge and the date and time of the negotiation to the customer relationship management server 50.

[0168] In the example above, instructions for linking transcribed audio data were given individually for each business negotiation. However, it is also possible to make these linking instructions available for all unlinked business negotiations at once.

[0169] Figure 29 shows an example of the sales opportunity management screen in this case. As shown in the figure, the sales opportunity management screen in this case displays a list of sales opportunity information display slots Sr, and also provides a checkbox cb for selecting unlinked data in bulk. By operating this checkbox cb, the user can instruct the system to select all the audio recordings and text data of sales opportunities that are managed as unlinked.

[0170] Figure 30 shows an example of the deal management screen in batch integration mode, which is displayed in response to the operation of the checkbox cb. When the checkbox cb is clicked, a dialog box Dl appears on the opportunity management screen, displaying a message asking whether or not to perform the bulk linking, along with a "Yes" button B11 and a "No" button B12, as shown in the diagram. In this dialog box Dl, if the "Yes" button B12 is pressed, CPU1a performs processing to link the recorded text data of all sales opportunities that are currently managed as unlinked. If the "No" button B12 is pressed, the screen display returns to the opportunity management screen shown in Figure 29 (the opportunity management screen before the checkbox cb was pressed).

[0171] The above explanation assumes that only one audio recording exists for each business negotiation. However, if, for example, business negotiations are categorized by combinations of the person in charge and the name of the other party's company, and multiple audio recordings may exist for a single business negotiation, it is conceivable that the business negotiation management screen could display the number of times a linked negotiation has been linked in the past.

[0172] Furthermore, the sales negotiation management screen could be designed to filter and display short recordings or recordings that were only used for testing purposes.

[0173] Furthermore, while the above example showed that the data to be linked was audio recording text data, the data to be linked can also be other AI-processed data, such as a summary or detailed information (detailed information of input items) about the relevant business negotiation.

[0174] For example, when linking detailed information from input fields, one could display a screen in the sales opportunity management app with a linking button for linking the derived detailed information, and then reflect the derived detailed information on the CRM screen in response to the operation of this linking button.

[0175] In this case, the title information for the input items may include, for example, if the customer is a customer for whom sales activities are conducted, "Current sales situation and challenges," "Characteristics and effects of services provided," "Summary of this business negotiation," "Structure and number of people in the sales department, and negotiation format," "Average negotiation time per deal," "Number of business negotiations per day," and "Requests for product features and the reasons for them."

[0176] <7. Summary of Embodiments> As described above, the information processing device (voice management server 1 or sound collection device 20) as an embodiment is a customer relationship management screen (CRM side screen) that presents information on input items, which are customer management information items managed in a customer relationship management system (CRM system), and has tabs (Tb) for each classification item, which are items with higher attributes than the input items, and presents information on input items belonging to the classification item of the selected tab when a tab is selected, and information items presented on a customer information management screen (meeting minutes creation screen) provided by a system separate from the customer relationship management system, which is used to text recording data of business negotiations with customers. An information processing device that performs information processing on extraction items, which indicate topic items to be extracted from synthesized audio text data, comprising: a correspondence information generation unit (F1) that processes each extraction item to detect input items with matching item content and generates correspondence information that allows identification of which tab an input item belongs to, based on the correspondence relationship between the extracted item and the input item with matching item content; and a presentation control unit (F3) that controls the presentation of information on the topic of the extracted item obtained based on the audio text data to the user as information on an input item whose item content matches that extracted item, as identified based on the correspondence information. As described above, by using correspondence information that can identify which tab an input item belongs to, in order to show the correspondence between extracted items and input items that have matching content, it becomes possible to appropriately identify input items that match the derived items, especially when the customer relationship management screen is a type of screen that presents input items for each tab. Therefore, if the customer relationship management screen provided by the CRM system is a type of screen that presents input fields for each tab, information related to the topics of the extracted items obtained based on the recorded text data can be appropriately reflected in the corresponding input fields. In other words, the support performance for sales activities can be improved.

[0177] Furthermore, in the information processing apparatus as an embodiment, the correspondence relationship information generation unit performs a process to detect input items whose content matches the extracted items, including not only input items whose terminology matches the extracted items, but also input items whose terminology is similar to the extracted items. This eliminates the need for exact terminology matching between the extracted items and the input items when reflecting information about the topics of the extracted items obtained from the audio-text data into the corresponding input items. Therefore, it is possible to reduce the burden of preparatory work when reflecting information about the topics of the extracted items obtained based on the audio-transcribed data into the corresponding input items.

[0178] Furthermore, in the information processing device as an embodiment, the presentation control unit controls the display to show a customer relationship management screen in which, when new information regarding the topic of the extracted item is obtained based on the recorded text data, a tab is highlighted that presents input items whose content matches the extracted item. This reduces the likelihood that users might overlook newly reflected information in input fields, thereby improving the support capabilities for sales activities.

[0179] The information processing method as an embodiment is an information processing device that performs information processing on an information processing device, which performs information processing on an input item in a customer relationship management screen that presents information on an input item which is an information item for customer management managed in a customer relationship management system, and which has tabs for each classification item which is an item of higher attribute than the input item, and presents information on an input item belonging to the classification item of the selected tab when a tab is selected, and an extraction item which is an information item presented on a customer information management screen provided by a system separate from the customer relationship management system, and which indicates the topic items to be extracted from the recorded text data which is a text of recorded data of business negotiations with customers, and the information processing device performs information processing on an input item which is an information item that extraction item which is identified based on the correspondence information. This information processing method can also provide the same functions and effects as the information processing apparatus described in the above-described embodiment.

[0180] The program as an embodiment is a program that causes the target computer device to execute the processing of CPU1a as described above. In other words, the program as an embodiment is a computer program readable by a computer device that performs information processing on the following: an input item screen that presents information on input items which are customer management information items managed in a customer relationship management system, and has tabs for each classification item which is an item of higher attribute than the input item, and presents information on input items belonging to the classification item of the selected tab depending on the tab selected; and an extraction item which is an information item presented on a customer information management screen provided by a system separate from the customer relationship management system, and indicates topic items to be extracted from recorded text data which is a text of recorded data of business negotiations with customers. The program performs a process to detect input items with matching item content for each extraction item, and generates correspondence information that can identify which tab the input item belongs to, based on the correspondence information. The program causes the computer device to execute a presentation control process which controls the presentation of information on the topic of the extraction item obtained based on the recorded text data to be presented to the user as information on an input item whose item content matches that of the extraction item identified based on the correspondence information.

[0181] Such a program makes it possible to realize a computer device that performs the functions of the voice management server 1 as described in the embodiment. For example, by downloading the program to a personal computer, portable information processing device, etc., the personal computer, etc. can be made to function as the voice management server 1.

[0182] Such programs can be pre-recorded on storage media such as HDDs built into computer devices, or on ROMs within microcomputers with CPUs. They can also be temporarily or permanently recorded and provided on removable storage media such as memory cards or optical discs. Furthermore, such programs can also be downloaded from download sites via networks such as LANs (Local Area Networks) and the Internet. [Explanation of Symbols]

[0183] 100 Sales Activity Support System 1. Voice management server 20 Sound collection device 50 Customer Relationship Management Server Microsoft Network Hs Sales Representative Hc customer ID Directional Information 21,1a,50a CPU 1b Analysis Department 2.22 ROM 3.23 RAM 4,24 bus 5.25 Input / Output Interfaces 6.26 Input section 7,27 Display section 8.28 Audio Output Section 9,29 Storage part 10,30 Communications Department 11,31 Removable recording media 12,32 drives 28a Speaker for phone calls 33 First sound collection section 33a, 33b First microphone 34 Second sound recording section 34a, 34b Second microphone 35 Sensor section F1 Correspondence Relationship Information Generation Unit F2 Derivation Control Unit F3 Display Control Unit B1 Detailed Information Derivation Button B2 Upload button Tb tab It, II Title Information bi,bs input box

Claims

1. An information processing device that performs information processing on the following: an input item in a customer relationship management screen that displays information on an input item which is an information item for customer management managed in a customer relationship management system, and has tabs for each classification item which is an item with higher attributes than the input item, and when a tab is selected, information on the input item belonging to the classification item of the selected tab is displayed; and an extraction item which is an information item displayed on a customer information management screen provided by a system separate from the customer relationship management system, and indicates topic items to be extracted from the transcribed audio data which is a text version of the audio recording of a business negotiation with a customer. A correspondence information generation unit performs a process to detect the input items that match the content of each extracted item, and generates correspondence information that indicates which tab the input item belongs to, based on the correspondence between the extracted item and the input item whose content matches. The system includes a presentation control unit that controls the presentation of information related to the topic of the extracted item, obtained based on the recorded text data, to the user as information of the input item whose content matches the extracted item identified based on the correspondence information. Information processing device.

2. The aforementioned correspondence relationship information generation unit, As a process for detecting input items whose content matches the extracted items, the process involves detecting not only input items whose terminology matches the extracted items, but also input items whose terminology is similar to the extracted items. The information processing apparatus according to claim 1.

3. The presentation control unit, If new information regarding the topic of the extracted item is obtained based on the recorded text data, the customer relationship management screen is controlled to display a screen in which the tabs that present the input items whose content matches the extracted item are highlighted. The information processing apparatus according to claim 1 or claim 2.

4. An information processing method executed by an information processing device, which performs information processing on the following: an input item in a customer relationship management screen that displays information on an input item which is an information item for customer management managed in a customer relationship management system, and which has tabs for each classification item which is an item with higher attributes than the input item, and which displays information on the input item belonging to the classification item of the selected tab when a tab is selected; and an extraction item which is an information item displayed on a customer information management screen provided by a system separate from the customer relationship management system, and which indicates topic items to be extracted from audio transcription data which is a text transcription of audio recordings of business negotiations with customers, the method being performed by an information processing device, For each of the extracted items, a process is performed to detect the input items whose content matches, and a correspondence information generation process is performed to generate correspondence information that can identify which tab the input item belongs to, based on the correspondence between the extracted items and the input items whose content matches. The presentation control process is executed to control the presentation of information about the topic of the extracted item obtained based on the recorded text data so that it is presented to the user as information about the input item whose content matches the extracted item identified based on the correspondence information. Information processing methods.

5. A customer relationship management screen that displays information on input items, which are customer management information items managed in a customer relationship management system, and has tabs for each classification item, which are higher-level attribute items than the input items, and when a tab is selected, information on the input items belonging to the classification item of the selected tab is displayed; and a program readable by a computer device that performs information processing on the input items in the customer relationship management screen, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, and which indicates topic items to be extracted from the transcribed audio data, which is a text version of the audio recording of a business negotiation with a customer. For each of the extracted items, a process is performed to detect the input items whose content matches, and a correspondence information generation process is performed to generate correspondence information that can identify which tab the input item belongs to, based on the correspondence between the extracted items and the input items whose content matches. The computer device is instructed to perform a presentation control process that controls the presentation of information related to the topic of the extracted item, obtained based on the recorded text data, to the user as information of the input item whose content matches the extracted item identified based on the correspondence information. program.

6. A customer relationship management screen that displays information on input items, which are customer management information items managed in a customer relationship management system, and has tabs for each classification item, which are higher-level attribute items than the input items, and when a tab is selected, information on the input items belonging to the classification item of the selected tab is displayed; and an extraction item, which is an information item displayed on a customer information management screen provided by a system separate from the customer relationship management system, and indicates topic items to be extracted from the transcribed audio data, which is a text version of recorded audio data of business negotiations with customers, and a recording medium on which a program readable by a computer device that performs information processing on the input items in the customer relationship management screen, and an extraction item, which is an information item provided on a customer information management screen provided by a system separate from the customer relationship management system, and which indicates topic items to be extracted from transcribed audio data, which is a text version of recorded audio data of business negotiations with customers, is recorded, For each of the extracted items, a process is performed to detect the input items whose content matches, and a correspondence information generation process is performed to generate correspondence information that can identify which tab the input item belongs to, based on the correspondence between the extracted items and the input items whose content matches. A program is recorded that causes the computer device to execute a presentation control process that controls the presentation of information about the topic of the extracted item, obtained based on the recorded text data, to the user as information about the input item whose content matches that of the extracted item identified based on the correspondence information. Recording medium.

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