Information processing device, processing method, and program

Abstract

This invention provides an information processing device, a processing method, and a program that can assist in creating responses that take into account the type of response to an inquiry. [Solution] The inquiry receiving unit 101 of the information processing device 100 receives an inquiry from the inquirer. The answer type selection unit 104 selects one of the answer types from a predetermined list of answer type candidates, which indicates the type of answer to the inquiry. The acquisition unit 105 acquires the answer to the received inquiry by having the generation AI generate it based on the received inquiry and the selected answer type. The presentation unit 106 presents the acquired answer to the respondent who will provide the answer to the inquiry.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, a processing method, and a program.

Background Art

[0002] Conventionally, with regard to sellers who sell items in the electronic market or online auctions, there is a known technology for assisting in creating responses to inquiries from potential buyers or buyers. For example, Patent Document 1 discloses a technology in which the content of a question and information about an item are input into an AI (artificial intelligence) agent, and the AI agent generates a response to support the creation of a response by the item's seller.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] On the other hand, the content of inquiries covers a wide range, including questions about items, questions about delivery, claims, cancellations, etc. Depending on the content of the inquiry, the types of responses also differ. Respondents who answer inquiries desire support in creating responses according to the types of responses.

[0005] The present invention solves the above problems and aims to provide an information processing apparatus, a processing method, and a program capable of assisting in creating responses considering the types of responses to inquiries.

Means for Solving the Problems

[0006] The information processing apparatus according to the present invention is The inquiry reception department receives inquiries from those making inquiries, A response type indicating the type of response to the aforementioned inquiry, comprising a response type selection unit that selects one of the response types from a predetermined list of candidate response types, An acquisition unit that acquires a response to the received inquiry by having a generation AI generate a response based on the received inquiry and the selected response type. A presentation unit that presents the obtained response text to the respondent who is providing the response to the inquiry text, It is characterized by having the following features. [Effects of the Invention]

[0007] According to the present invention, it is possible to provide an information processing device, a processing method, and a program that can support the creation of answers that take into account the type of answer to an inquiry. [Brief explanation of the drawing]

[0008] [Figure 1] This diagram shows the relationship between the information processing device, the respondent terminal, the electronic market server, and the inquirer terminal according to this embodiment. [Figure 2] This figure shows the hardware configuration of the information processing device according to the embodiment. [Figure 3] This figure shows the functional configuration of the information processing device according to the embodiment. [Figure 4] This figure shows an example of an inquiry management page according to the embodiment. [Figure 5] This figure shows an example of a response creation support dialog according to the embodiment. [Figure 6] This figure shows an example of a response creation support dialog according to the embodiment. [Figure 7] This figure shows an example of an inquiry management page according to the embodiment. [Figure 8] This is a diagram illustrating the response creation support process performed by the information processing device according to the embodiment. [Figure 9]This figure shows an example of a dialog box that assists in creating response texts related to modified expressions. [Modes for carrying out the invention]

[0009] (1. Overall structure) As shown in Figure 1, the information processing device 100 according to an embodiment of the present invention is connected to a respondent terminal 200 and an electronic market server 300 via a computer communication network 500 such as the Internet. The respondent terminal 200 is also connected to the electronic market server 300 via the computer communication network 500, and the electronic market server 300 is connected to an inquirer terminal 400 via the computer communication network 500.

[0010] The information processing device 100 is a device that assists respondents using the respondent terminal 200 in creating answers to inquiries they have received. For example, the information processing device 100 provides the respondent terminal 200 with an answer in response to a request from the respondent terminal 200, and accepts edits to the answer provided by the respondent terminal 200. The information processing device 100 also obtains information from the electronic market server 300 regarding communication between shops selling items in the electronic market and shoppers who have purchased or are considering purchasing items.

[0011] The respondent terminal 200 is a terminal used by a respondent who answers an inquiry, and is, for example, a device used by a shop that sells items in an electronic market managed by the electronic market server 300. For example, a shop using the respondent terminal 200 receives inquiries made to the shop in the electronic market via the electronic market server 300, uses the information processing device 100 to create an answer to the received inquiry, and sends the answer to the shopper who made the inquiry. The respondent terminal 200 is, for example, a smartphone or a tablet computer.

[0012] The electronic market server 300 is a server that manages an electronic market and performs processes related to the sale and purchase of items. Also, the electronic market server 300 mediates and manages the communication between a shop that sells items in the electronic market and a shopper who purchases or is considering purchasing an item. For example, the electronic market server 300 receives an inquiry from the inquirer terminal 400 to the shop and notifies the responder terminal 200 of the received inquiry. Also, the electronic market server 300 receives an answer to the inquiry from the responder terminal 200 and notifies the inquirer terminal 400 of the received answer.

[0013] The inquirer terminal 400 is a terminal used by an inquirer who makes an inquiry to a responder, and for example, is a device used by a shopper who purchases or is considering purchasing an item in the electronic market managed by the electronic market server 300. For example, a shopper who uses the inquirer terminal 400 makes an inquiry to the shop via the electronic market server 300 and receives an answer from the shop to the inquiry. The inquirer terminal 400 is, for example, a smartphone, a tablet computer, or the like.

[0014] (2. Hardware Configuration of the Information Processing Device) FIG. 2 is a block diagram showing the hardware configuration of the information processing device 100.

[0015] As shown in FIG. 2, the information processing device 100 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM 13, a recording medium 14, an output device 15, a communication device  16, and an input device 17. Each component is connected by a bus 18.

[0016] The CPU 11 controls the operation of the entire information processing device 100, is connected to each component, and exchanges control signals and data.

[0017] ' ROM12 stores the operating program and various data necessary for controlling the overall operation of the information processing device 100.

[0018] RAM13 is for temporarily storing data and programs, and it holds programs and data read from the recording medium 14, as well as other data necessary for communication.

[0019] The recording medium 14 consists of a hard disk, flash memory, etc., and records data to be processed by the information processing device 100.

[0020] The output device 15 includes a display device such as an LCD (Liquid Crystal Display) and an audio output device such as a speaker. Under the control of the CPU 11, the output device 15 outputs data output from the CPU 11, for example.

[0021] The communication device 16 includes a communication interface for connecting the information processing device 100 to a computer communication network such as the Internet, and communicates with other information processing devices, etc., via the communication device 16.

[0022] The input device 17 includes input devices such as buttons, a keyboard, a touch panel, and a microphone. The input device 17 receives operation input from the user of the information processing device 100 and outputs a signal corresponding to the received operation input to the CPU 11.

[0023] (3. Functional configuration of the information processing device of the embodiment) The functional configuration of the information processing device 100 will be explained using Figure 3.

[0024] Functionally, the information processing device 100 comprises an inquiry receiving unit 101, an answer content receiving unit 102, a politeness level selection unit 103, an answer type selection unit 104, an acquisition unit 105, and a presentation unit 106. In this embodiment, the CPU 11 and the communication device 16 function as the inquiry receiving unit 101, the answer content receiving unit 102, the politeness level selection unit 103, the answer type selection unit 104, the acquisition unit 105, and the presentation unit 106.

[0025] In the following, the information processing device 100 will provide the respondent terminal 200 with an inquiry management page for managing inquiries made to shops in the electronic marketplace.

[0026] Figure 4 shows an example of an inquiry management page. The inquiry management page 600 in Figure 4 is used by "Shop S1" to manage inquiries received from shoppers using the electronic marketplace. The inquiry management page 600 includes an area 601 that displays a list 601-1 of inquiries made to the shop, an area 602 that displays the content of the selected inquiry from list 601-1 and the response text to the inquiry, a button 603 for requesting assistance in creating the response text, and a button 604 for sending the created response text to the shopper who made the inquiry. In the inquiry management page 600 in Figure 4, inquiry 601-2 has been selected from list 601-1, and the content of the selected inquiry 601-2 is displayed in area 602. Area 602 includes a field 602-1 for entering the response text.

[0027] Inquiry reception unit 101 receives inquiry messages from callers.

[0028] An inquiry is a sentence that describes the content of the inquiry made by the inquirer to the respondent. For example, the inquiry is the sentence that describes the content of the inquiry included in List 601-1 in Figure 4.

[0029] For example, if "Shop S1" selects button 603 on the inquiry management page 600 in Figure 4, the inquiry reception unit 101 receives the inquiry text "When will this item be restocked?" for the currently selected inquiry 601-2.

[0030] Furthermore, when button 603 is selected on the inquiry management page 600 in Figure 4, the information processing device 100 displays a response creation support dialog on the screen of the respondent terminal 200 to assist in creating a response to the inquiry.

[0031] Figure 5 shows an example of a response creation support dialog. The response creation support dialog 700-1 in Figure 5 includes a field 701 for entering the content of the response, a field 702 for selecting the level of formality of the response, a field 703 for selecting the type of response, a field 704 for entering the rules for the response, a button 705 for saving the content entered in field 704, a button 706 for generating a response based on the information entered in fields 701 and 704 and the information selected in fields 702 and 703, a field 707 for displaying the generated response, and a button 708 for displaying the response shown in field 707 in field 602-1 of the response management page in Figure 4.

[0032] The response reception unit 102 receives the content of the response to the inquiry from the respondent.

[0033] The content of the response refers to the answer to the inquiry and is the content that should be included in the response text that the acquisition unit 105 (described later) has the generation AI generate. For example, the response text acquired by the acquisition unit 105 includes a sentence that indicates the information shown in the content of the response.

[0034] For example, as shown in Figure 6, if "Shop S1" enters "We plan to restock at the beginning of next month" in column 701, the response reception unit 102 will accept "We plan to restock at the beginning of next month" as the response.

[0035] The politeness level selection unit 103 selects a politeness level that indicates the degree of politeness of the response to the inquiry. Specifically, the politeness level selection unit 103 selects the politeness level by having the respondent choose it.

[0036] The politeness level indicates the degree of politeness in the response to the inquiry, and represents the level of politeness of the response generated by the generation AI in the acquisition unit 105. In the following, there are four levels of politeness, with the lowest level being "1 (friendly)" and the highest level being "4 (strict)". Levels "2" and "3" are between "1" and "4", with "3" being more polite than "2". For example, the higher the politeness level, the more polite, respectful, and humble language will be included in the response obtained by the acquisition unit 105.

[0037] For example, when a selection operation such as clicking is performed in column 702, a list of politeness levels from "1 (Friendly)" to "4 (Strict)" is displayed, and the politeness level can be selected by choosing one from the list. For example, as shown in Figure 6, if "Shop S1" selects "4 (Strict)" in column 702, the politeness level selection unit 103 selects "4 (Strict)" as the politeness level.

[0038] The response type selection unit 104 selects a response type that indicates the type of response to the inquiry, from a predetermined list of response type candidates. Specifically, the response type selection unit 104 selects the response type by having the respondent choose it.

[0039] The response type indicates the type of response to the inquiry, and indicates the type of response that the acquisition unit 105 will have the generation AI generate. Candidate response types are predetermined by the administrator of the information processing device 100. Below, the candidate response types will be described as indicating the situation in which the respondent provides a response, and will consist of four types: "Not Set", "Apology", "Addressing Your Point", and "Initial Response". The response type "Not Set" indicates that the type of response to the response is not specified. For example, the response acquired by the acquisition unit 105 will be a response generated based on the inquiry, the content of the response, the level of politeness, etc. The response type "Apology" indicates that the situation of the response is one in which an apology is made for the inquiry. For example, the response acquired by the acquisition unit 105 will be a response intended as an apology, based on the inquiry, the content of the response, the level of politeness, etc. Furthermore, the response type "Addressing the Issues" indicates that the response is addressing the issues raised in the inquiry. For example, the response text obtained by the acquisition unit 105 will be a response intended to address the issues raised, based on the inquiry text, response content, level of politeness, etc. The response type "First Response" indicates that the response is providing a first response to the inquiry. For example, the response text obtained by the acquisition unit 105 will be a response intended to provide a first response, based on the inquiry text, response content, level of politeness, etc.

[0040] For example, as shown in Figure 6, if "Shop S1" selects the "Do not set" radio button 709 in field 703, the response type selection unit 104 will select "Do not set" as the response type.

[0041] The acquisition unit 105 acquires the response text to the received inquiry text by having the generation AI generate the response text based on the received inquiry text, the content of the received response, the selected politeness level, and the selected response type.

[0042] Generative AI is an AI technology that automatically generates various types of content. For example, it generates text data corresponding to a prompt by providing a large-scale language model with a prompt indicating the content of the instruction. The generative AI may be provided by the information processing device 100, or by another information processing device that can communicate with the information processing device 100, and the information processing device 100 may utilize the generative AI provided by the other information processing device.

[0043] For example, if "Shop S1" selects button 706 in the response creation support dialog 700-1 in Figure 6, the acquisition unit 105 creates a prompt requesting the creation of a response to the inquiry "When will this product be restocked?", with the response content "It is scheduled to be restocked at the beginning of next month," the politeness level of the response set to "4 (strict)," and the response type set to "Not set," and inputs this prompt into the generation AI. Note that the prompt created by the acquisition unit 105 is created by inputting the received inquiry and response content, the selected politeness level, and the response type into this template, which is provided in advance.

[0044] Here, the acquisition unit 105 generates a response text based on the response rules for the response text that have been predetermined by the respondent.

[0045] The response rules are rules concerning the response text and are predetermined by the respondent. These rules may include formal rules regarding the structure of the response text, rules regarding sentences to be inserted at the beginning or end of the response text, and rules regarding information to be included in the response text, such as the name of the person in charge or the item number. For example, the response text acquired by the acquisition unit 105 will conform to the response rules. The response rules entered by the respondent in field 704 can be saved to the information processing device 100 or the respondent terminal 200 when button 705 is selected. Furthermore, if response rules are saved, the most recently saved response rules may be displayed in field 704 when button 603 is selected.

[0046] For example, as shown in Figure 6, if "Shop S1" enters "Write a thank you for the initial inquiry" in column 704, the acquisition unit 105 further adds the instruction "Write a thank you for the initial inquiry" as a response rule to the created prompt, and inputs the prompt containing the response rule instruction into the generation AI.

[0047] Note that the content of the response and the response rules do not need to be specified. For example, if only the politeness level and the response type are selected, the acquisition unit 105 will cause the generation AI to generate a response based on the received inquiry text, the politeness level, and the response type. The politeness level may also be omitted.

[0048] The presentation unit 106 presents the acquired response text to the respondent who is providing the response to the inquiry. Here, presentation to the respondent by the presentation unit 106 means transmitting the information to the respondent terminal 200.

[0049] For example, if the acquisition unit 105 acquires a response text from the generation AI corresponding to the input prompt, the presentation unit 106 transmits the information of the acquired response text to the respondent terminal 200 of "Shop S1". On the screen of the respondent terminal 200 of "Shop S1", the acquired response text is displayed in column 707, as shown in Figure 6.

[0050] Furthermore, when "Shop S1" selects button 708 in the response creation support dialog 700-1 shown in Figure 6, the acquired response text is displayed in column 602-1 of the inquiry management page 600, as shown in Figure 7. "Shop S1" can edit the response text displayed in column 602-1. Also, when "Shop S1" selects button 604, the response text displayed in column 602-1 is notified to "Shopper U1," who made inquiry 601-2.

[0051] (4. Support process for creating answers using the information processing device of the embodiment) The response creation support process performed by the information processing device 100 in this embodiment will be explained with reference to Figure 8. When the information processing device 100 receives a request from the respondent terminal 200 for assistance in creating a response to an inquiry, it starts the response creation support process shown in Figure 8. For example, when button 603 is selected on the inquiry management page 600 in Figure 4, the information processing device 100 starts the response creation support process shown in Figure 8.

[0052] The inquiry reception unit 101 receives the inquiry from the inquirer (step S101).

[0053] For example, the inquiry reception unit 101 receives the inquiry text "When will this item be restocked?" for inquiry 601-2, which is selected on the inquiry management page 600 in Figure 4.

[0054] The response content receiving unit 102 receives the content of the response to the inquiry from the respondent (step S102).

[0055] For example, as shown in Figure 6, if "Shop S1" enters "We plan to restock at the beginning of next month" in column 701, the response reception unit 102 will accept "We plan to restock at the beginning of next month" as the response.

[0056] The politeness level selection unit 103 selects a politeness level that indicates the degree of politeness of the response to the inquiry (step S103).

[0057] For example, as shown in Figure 6, if "Shop S1" selects "4 (Strict)" in column 702, the politeness level selection unit 103 will select "4 (Strict)" as the politeness level.

[0058] The response type selection unit 104 is a response type that indicates the type of response to the inquiry, and selects one of the response types from a predetermined list of candidate response types (step S104).

[0059] For example, as shown in Figure 6, if "Shop S1" selects the "Do not set" radio button 709 in field 703, the response type selection unit 104 will select "Do not set" as the response type.

[0060] The acquisition unit 105 determines whether or not there has been an instruction to acquire the response text (step S105). If the acquisition unit 105 determines that there has been an instruction to acquire the response text (step S105; YES), it acquires the response text for the received inquiry text by having the generation AI generate it based on the received inquiry text, the content of the received response, the selected politeness level, the selected response type, and the predetermined response rules (step S106). On the other hand, if the acquisition unit 105 determines that there has been no instruction to acquire the response text (step S105; NO), it remains in standby mode.

[0061] For example, if "Shop S1" selects button 706 in the response creation support dialog 700-1 in Figure 6, the acquisition unit 105 creates a prompt with the inquiry text set to "When will this product be restocked?", the response content to "It is scheduled to be restocked at the beginning of next month," the politeness level to "4 (strict)," the response type to "Do not set," and the response rule to "Write a thank you for the initial inquiry." This prompt is then input into the generation AI, and the response text output from the generation AI is acquired.

[0062] The presentation unit 106 presents the acquired response text to the respondent who is providing the response to the inquiry text (step S107).

[0063] For example, if the acquisition unit 105 acquires a response text from the generation AI corresponding to the input prompt, the presentation unit 106 transmits the information of the acquired response text to the respondent terminal 200 of "Shop S1". On the screen of the respondent terminal 200 of "Shop S1", the acquired response text is displayed in column 707, as shown in Figure 6.

[0064] According to this embodiment, a response to an inquiry received from an inquirer is obtained by having a generation AI generate a response based on the inquiry and the type of response, and the obtained response is presented to the respondent who is to answer the inquirer. This makes it possible to support the creation of a response that takes into account the type of response to the inquiry.

[0065] Furthermore, according to this embodiment, the type of response is selected by the respondent. This makes it possible to present the respondent with a response that aligns with their preferences regarding the type of response.

[0066] Furthermore, according to this embodiment, the AI ​​generates a response based on the content of the response received from the respondent. This makes it possible to present the respondent with a response that includes the content requested by the respondent.

[0067] Furthermore, according to this embodiment, the respondent is allowed to select the level of politeness of the answer, and the answer is generated based on that level of politeness. This makes it possible to present the respondent with an answer that they deem to be appropriately polite in response to the inquiry.

[0068] Furthermore, according to this embodiment, the response text is generated based on response rules predetermined by the respondent. This makes it possible to present the respondent with a response text that aligns with the respondent's preferences regarding the structure of the response text.

[0069] (5. Variant) Although embodiments of the present invention have been described above, various modifications and applications are possible when implementing the present invention.

[0070] In the above embodiment, the information processing device 100 is said to acquire information regarding communication between the responding shop and the inquiring shopper from the electronic market server 300, but it is not limited to this. The information processing device 100 may be connected to the inquiring terminal 400 in a communicative manner, and the inquiry receiving unit 101 may receive inquiries directly from the inquiring terminal 400.

[0071] Furthermore, in the above embodiment, the respondent is defined as a shop that sells items in the electronic market managed by the electronic market server 300, and the inquirer is defined as a shopper who purchases or considers purchasing items in the electronic market managed by the electronic market server 300. However, the respondent and inquirer are not limited to these definitions. The respondent is simply a person who answers an inquiry, and the inquirer is simply a person who makes an inquiry to the respondent.

[0072] Furthermore, in the above embodiment, the politeness level selection unit 103 selects the politeness level by having the respondent select it, but this is not limited to that. The politeness level selection unit 103 may also select the politeness level based on at least one of the content of the inquiry and the information of the inquirer. The information of the inquirer may include, for example, attribute information such as the inquirer's age or inquiry history information.

[0073] For example, the politeness level selection unit 103 uses a sentiment analysis tool to estimate the inquirer's emotions from the content of the inquiry and selects an appropriate politeness level based on the estimated emotions. The sentiment analysis tool is a tool that has a model that judges the emotions expressed by the words contained in the input text and calculates an emotion score for the input text based on the judged emotions. Types of emotion scores include, for example, "positive," which indicates emotions such as expectation, goodwill, and admiration; "negative," which expresses emotions such as dissatisfaction, discomfort, and anger; and "neutral," which does not use words expressing emotions or indicates neutral emotions.

[0074] The politeness level selection unit 103 estimates the emotion indicated by the emotion score of the inquiry text as the emotion of the inquirer, and selects a politeness level from "1 (friendly)" to "4 (strict)" based on the estimated emotion. For example, if the emotion score of the input text indicates "negative," the politeness level selection unit 103 selects "4 (strict)" as the politeness level. If the emotion score of the input text indicates "positive," the politeness level selection unit 103 selects "1 (friendly)" as the politeness level. If the emotion score of the input text indicates "neutral," the politeness level selection unit 103 selects either "2" or "3" as the politeness level. The administrator or respondent of the information processing device 100 can arbitrarily set which politeness level to select.

[0075] Furthermore, for example, the politeness level selection unit 103 selects a higher politeness level the older the shopper who made the inquiry is. Alternatively, the politeness level selection unit 103 selects a politeness level based on the shopper's past inquiry history. For example, if the shopper has previously inquired with the same shop about a defect in an item, the politeness level selection unit 103 will select "4 (strict)" as the politeness level.

[0076] This configuration allows for the automatic selection of the appropriate level of politeness based on the content of the inquiry or the inquirer's information, saving the respondent time while providing a response with the appropriate level of politeness.

[0077] Furthermore, in the above embodiment, the response type selection unit 104 selects the response type by having the respondent select it, but this is not limited to this. The response type selection unit 104 may also select the response type based on the content of the inquiry.

[0078] For example, the response type selection unit 104 inputs a prompt to the generating AI instructing it to select a response type for the inquiry from a predetermined list of candidate response types based on the content of the inquiry, and then selects the response type output by the generating AI as the response type. Alternatively, the response type selection unit 104 selects a response type from the received inquiry using a trained model that outputs a response type in response to an inquiry.

[0079] This configuration allows the system to automatically select the response type based on the content of the inquiry, saving the respondent time while providing a response that takes the type of response into consideration.

[0080] Furthermore, in the above embodiment, the candidate response types included in the response creation support dialog 700-1 were set to four: “Do not set,” “Apology,” “Address your concerns,” and “Initial response,” but the candidate response types are not limited to these. The response type selection unit 104 may change the predetermined candidate response types based on the content of the inquiry and allow the respondent to select one of the changed candidate response types.

[0081] For example, if the received inquiry is "Please cancel my order," the response type selection unit 104 changes the candidate response types in field 703 of the response creation support dialog 700-2 to four options: "Do not set," "Cancellable," "Cannot be cancelled," and "Initial response," as shown in Figure 9. Then, for example, if "Shop S1" selects the response type "Cancellable" and selects button 706 with the response content field 701 left blank, a response including a sentence to the effect that "Cancellation is possible" will be displayed in field 707.

[0082] This configuration allows the response type to be changed according to the content of the inquiry, and appropriate response type options can be presented to the respondent.

[0083] Furthermore, although the response creation support process is shown in Figure 8 in the above embodiment, the response creation support process executed by the information processing device 100 is not limited to this. For example, the order of steps S102 to S104 in Figure 8 may be changed. Also, in the response creation support process in Figure 8, a step of accepting response rules may be included before step S105.

[0084] Furthermore, by applying an operating program that defines the operation of the information processing device 100 according to the above embodiment to an existing personal computer or information terminal device, it is also possible to make the personal computer or information terminal device function as the information processing device 100 according to the embodiment.

[0085] (Note) [1] The inquiry reception department receives inquiries from those making inquiries, A response type indicating the type of response to the aforementioned inquiry, comprising a response type selection unit that selects one of the response types from a predetermined list of candidate response types, An acquisition unit that acquires a response to the received inquiry by having a generation AI generate a response based on the received inquiry and the selected response type. A presentation unit that presents the obtained response text to the respondent who is providing the response to the inquiry text, An information processing device characterized by comprising:

[0086] [2] The response type selection unit selects the response type by having the respondent select it. The information processing apparatus according to [1], characterized in that

[0087] [3] The response type selection unit selects the response type based on the content of the inquiry. The information processing apparatus according to [1], characterized in that

[0088] [4] The system further includes a response content receiving unit that receives the content of the response to the inquiry from the aforementioned respondent. The acquisition unit then generates the response text based on the content of the received response. An information processing apparatus according to any one of [1] to [3], characterized by the above.

[0089] [5] The system further includes a politeness level selection unit that selects a politeness level indicating the degree of politeness of the response to the aforementioned inquiry, The acquisition unit then generates the response text based on the selected level of politeness. An information processing apparatus according to any one of [1] to [4], characterized by the following:

[0090] [6] The aforementioned politeness level selection unit selects the politeness level by having the respondent select it. The information processing apparatus according to [5], characterized in that

[0091] [7] The politeness level selection unit selects the politeness level based on at least one of the content of the inquiry and the information of the inquirer. The information processing apparatus according to [5], characterized in that

[0092] [8] The acquisition unit generates the response text based on the response rules for the response text predetermined by the respondent. An information processing device according to any one of [1] to [7], characterized by the following:

[0093] [9] The aforementioned response type selection unit is, Based on the content of the aforementioned inquiry, the predetermined candidate response types will be changed. The respondent is asked to select one of the modified response types from the candidates. The information processing apparatus according to [2], characterized in that

[0094]

[10] A processing method executed by an information processing device, The inquiry step for receiving inquiries from those making inquiries, A response type indicating the type of response to the aforementioned inquiry, comprising a response type selection step of selecting one of the response types from a predetermined list of candidate response types, The acquisition step involves having a generating AI generate a response to the received inquiry based on the received inquiry and the selected response type, thereby obtaining the response. A presentation step in which the obtained response text is presented to the respondent who is to respond to the inquiry text, A processing method characterized by comprising:

[0095]

[11] Computers, The inquiry reception department receives inquiries from those making inquiries. A response type indicating the type of response to the aforementioned inquiry, and a response type selection unit that selects one of the response types from a predetermined list of candidate response types. The acquisition unit acquires the response text to the received inquiry text by having the generation AI generate the response text based on the received inquiry text and the selected response type. A display unit that presents the obtained response text to the respondent who is providing the response to the inquiry text. A program characterized by being designed to function as such.

[0096] The above program may be recorded on a non-transitory recording medium. Non-transitory recording media can be distributed and sold independently of computers. Here, a non-transitory recording medium refers to a tangible recording medium. Examples of non-transitory recording media include compact disks, flexible disks, hard disks, magneto-optical disks, digital video disks, magnetic tapes, and semiconductor memory. A transient recording medium refers to the transmission medium (propagating signal) itself. Examples of transient recording media include electrical signals, optical signals, and electromagnetic waves. A temporary storage area is an area for temporarily storing data or programs, such as volatile memory like RAM (Random Access Memory).

[0097] This invention allows for various embodiments and modifications without departing from the broad spirit and scope of the invention. Furthermore, the embodiments described above are for illustrative purposes only and do not limit the scope of the invention. In other words, the scope of the invention is indicated not by the embodiments, but by the claims. Various modifications made within the scope of the claims and the equivalent scope of the meaning of the invention are considered to be within the scope of this invention. [Industrial applicability]

[0098] According to the present invention, it is possible to provide an information processing device, a processing method, and a program that can support the creation of answers that take into account the type of answer to an inquiry. [Explanation of symbols]

[0099] 11 CPU 12 ROM 13 RAM 14 Recording media 15 Output Devices 16 Communication devices 17 Input Devices 18 bus 100 Information Processing Devices 101 Inquiry Reception Department 102 Response Reception Department 103 Politeness Level Selection Section 104 Answer Type Selection Section 105 Acquisition Department 106 Presentation section 200 respondent terminals 300 Electronic Market Servers 400 Inquirer terminal 500 Computer Communication Networks 600 Inquiry Management Page 601,602 areas 601-1 List 601-2 Inquiry Buttons 603, 604, 705, 706, 708 Columns 602-1, 701, 702, 703, 704, 707 700-1, 700-2 Answer text creation support dialog

Claims

1. The inquiry reception department receives inquiries from those making inquiries, A response type indicating the type of response to the aforementioned inquiry, comprising a response type selection unit that selects one of the response types from a predetermined list of candidate response types, An acquisition unit that acquires a response to the received inquiry by having a generating AI generate the response based on the received inquiry and the selected response type. A presentation unit that presents the obtained response text to the respondent who is providing the response to the inquiry text, An information processing device characterized by comprising:

2. The response type selection unit selects the response type by having the respondent select it. The information processing apparatus according to feature 1.

3. The response type selection unit selects the response type based on the content of the inquiry. The information processing apparatus according to feature 1.

4. The system further includes a response content receiving unit that receives the content of the response to the inquiry from the aforementioned respondent. The acquisition unit then generates the response text based on the content of the received response. The information processing apparatus according to any one of claims 1 to 3.

5. The system further includes a politeness level selection unit that selects a politeness level indicating the degree of politeness of the response to the aforementioned inquiry, The acquisition unit then generates the response text based on the selected level of politeness. The information processing apparatus according to any one of claims 1 to 3.

6. The aforementioned politeness level selection unit selects the politeness level by having the respondent select it. The information processing apparatus according to feature 5.

7. The politeness level selection unit selects the politeness level based on at least one of the content of the inquiry and the information of the inquirer. The information processing apparatus according to feature 5.

8. The acquisition unit generates the response text based on the response rules for the response text predetermined by the respondent. The information processing apparatus according to any one of claims 1 to 3.

9. The aforementioned response type selection unit is, Based on the content of the aforementioned inquiry, the predetermined candidate response types will be changed. The respondent is asked to select one of the modified response types from the candidates. The information processing apparatus according to feature 2.

10. A processing method executed by an information processing device, The inquiry step for receiving inquiries from those making inquiries, A response type indicating the type of response to the aforementioned inquiry, comprising a response type selection step of selecting one of the response types from a predetermined list of candidate response types, The acquisition step involves having a generating AI generate a response to the received inquiry based on the received inquiry and the selected response type, thereby obtaining the response. A presentation step in which the obtained response text is presented to the respondent who is to respond to the inquiry text, A processing method characterized by comprising:

11. Computers, The inquiry reception department receives inquiries from those making inquiries. A response type indicating the type of response to the aforementioned inquiry, and a response type selection unit that selects one of the response types from a predetermined list of candidate response types. The acquisition unit acquires the response text to the received inquiry text by having the generation AI generate the response text based on the received inquiry text and the selected response type. A display unit that presents the obtained response text to the respondent who is providing the response to the inquiry text. A program characterized by being designed to function as such.

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