Server device, control method for server device, and program

Abstract

We provide server equipment that offers useful information for the management of hotels and other similar businesses. [Solution] The server device comprises a first acquisition means, a first control means, and an analysis means. The first acquisition means acquires inquiries from a first user and answers to those inquiries. If the answer to the acquired inquiry is negative, the first control means 102 generates request information, which is information about the first user's request to the hotel, based on the acquired inquiry. The first control means stores the generated request information. The analysis means outputs a first analysis result obtained by analyzing a plurality of stored request information.

Description

Technical Field

[0001] The present invention relates to a server device, a control method for the server device, and a program.

Background Art

[0002] There is a technology for analyzing evaluations from users for accommodation facilities.

[0003] For example, Patent Document 1 describes that evaluation information from users of accommodation facilities is effectively utilized to increase the opportunity for guest room sales and improve profitability. The information providing device of Patent Document 1 includes a storage device and an arithmetic device. The storage device holds word-of-mouth information from customers of accommodation facilities. The arithmetic device determines an evaluation attribute of a predetermined event related to the accommodation facility based on the vocabulary included in the word-of-mouth information, specifies an improvement measure for an event whose evaluation attribute falls below a predetermined standard according to a predetermined rule, and outputs information on the improvement measure to a predetermined terminal.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] As disclosed in Patent Document 1, analysis of word-of-mouth from users is performed for the purpose of improving the management of accommodation facilities (hotels). However, the word-of-mouth of users may lack reliability in terms of information. As a result, there may be cases where useful information for hotel management cannot be obtained even by analyzing the word-of-mouth.

[0006] The main object of the present invention is to provide a server device, a control method for the server device, and a program that contribute to providing useful information for the management of hotels and the like.

Means for Solving the Problems

[0007] According to a first aspect of the present invention, a server device is provided comprising: a first acquisition means for acquiring inquiries from a first user and answers to those inquiries; a first control means for generating request information, which is information relating to the first user's requests for a hotel, based on the acquired inquiries, if the answers to the acquired inquiries are negative, and storing the generated request information; and an analysis means for outputting a first analysis result obtained by analyzing a plurality of the stored request information.

[0008] A control method for a server device is provided, comprising: a first acquisition step of acquiring inquiries from a first user and answers to those inquiries; a first control step of generating request information, which is information relating to the first user's requests for a hotel, based on the acquired inquiries, if the answers to the acquired inquiries are negative, and storing the generated request information; and an analysis step of outputting a first analysis result obtained by analyzing a plurality of the stored request information.

[0009] A third aspect of the present invention is provided, which causes a computer mounted on a server device to execute a first acquisition process for acquiring an inquiry from a first user and an answer to the inquiry; a first control process for generating request information, which is information relating to the first user's request for a hotel based on the acquired inquiry, if the answer to the acquired inquiry is negative, and storing the generated request information; and an analysis process for outputting a first analysis result obtained by analyzing a plurality of the stored request information. [Effects of the Invention]

[0010] According to each aspect of the present invention, a server device, a control method for the server device, and a program are provided that contribute to providing information useful for the management of hotels and the like. However, the effects of the present invention are not limited to those described above. The present invention may produce other effects in lieu of or in conjunction with the effects described above. [Brief explanation of the drawing]

[0011] [Figure 1] Figure 1 is a diagram illustrating the outline of one embodiment. [Figure 2] Figure 2 is a flowchart illustrating the overview of the operation of one embodiment. [Figure 3] Figure 3 shows an example of a schematic configuration of an information processing system according to the embodiment of this disclosure. [Figure 4] Figure 4 is a diagram illustrating the operation of an information processing system according to an embodiment of this disclosure. [Figure 5] Figure 5 is a diagram illustrating the operation of an information processing system according to an embodiment of this disclosure. [Figure 6] Figure 6 is a diagram illustrating the operation of an information processing system according to an embodiment of this disclosure. [Figure 7] Figure 7 shows an example of the processing configuration of a server device according to an embodiment of this disclosure. [Figure 8] Figure 8 shows an example of the display on a hotel terminal according to the embodiment of this disclosure. [Figure 9] Figure 9 shows an example of a request information management database according to an embodiment of this disclosure. [Figure 10] Figure 10 shows an example of an evaluation information management database according to the embodiment of this disclosure. [Figure 11] Figure 11 shows an example of the display on a hotel terminal according to an embodiment of this disclosure. [Figure 12] Figure 12 shows an example of the display on a hotel terminal according to an embodiment of this disclosure. [Figure 13] Figure 13 shows an example of the display on a hotel terminal according to the embodiment of this disclosure. [Figure 14] FIG. 14 is a diagram showing an example of the display of a hotel terminal according to an embodiment of the present disclosure. [Figure 15] FIG. 15 is a flowchart showing an example of the operation of a server device according to an embodiment of the present disclosure. [Figure 16] FIG. 16 is a diagram showing an example of the processing configuration of a server device according to a modified example of an embodiment of the present disclosure. [Figure 17] FIG. 17 is a diagram showing an example of the hardware configuration of a server device according to the present disclosure. [Figure 18] FIG. 18 is a diagram showing an example of the display of a hotel terminal according to a modified example of an embodiment of the present disclosure. [Figure 19] FIG. 19 is a diagram showing an example of the display of a hotel terminal according to a modified example of an embodiment of the present disclosure.

Mode for Carrying Out the Invention

[0012] First, an overview of an embodiment will be described. Note that the reference numerals in the drawings appended to this overview are appended to each element for convenience as an example to assist understanding, and the description of this overview is not intended to be limiting in any way. Also, unless otherwise specified, the blocks described in each drawing represent a configuration in terms of functional units, not hardware units. The connection lines between the blocks in each figure include both bidirectional and unidirectional ones. The one-way arrow schematically shows the flow of the main signal (data) and does not exclude bidirectionality. In this specification and the drawings, for elements that can be similarly described, duplicate description may be omitted by assigning the same reference numerals.

[0013] A server device 100 according to one embodiment includes a first acquisition means 101, a first control means 102, and an analysis means 103 (see Figure 1). The first acquisition means 101 acquires inquiries from a first user and answers to those inquiries (step S1 in Figure 2). If the answer to the acquired inquiry is negative, the first control means 102 generates request information, which is information about the first user's request to the hotel, based on the acquired inquiry (step S2). The first control means 102 stores the generated request information (step S3). The analysis means 103 outputs a first analysis result obtained by analyzing a plurality of stored request information (step S4).

[0014] The server device 100 stores requests from users for which the hotel could not provide a positive response, as request information (information regarding requests from users to the hotel). In other words, the server device 100 stores as request information services that users have requested but the hotel has not been able to provide. Furthermore, by analyzing the multiple requests stored, the server device 100 generates and outputs information useful for hotel management, etc. In other words, the server device 100 can provide information useful for the management of hotels, etc.

[0015] Specific embodiments will be described in more detail below with reference to the drawings.

[0016] [First Embodiment] The first embodiment will be described in more detail with reference to the drawings.

[0017] [System Configuration] Figure 3 is a diagram showing an example of the schematic configuration of an information processing system according to the embodiment of the present disclosure. As shown in Figure 3, the information processing system includes a server device 10.

[0018] The server device 10 performs the main operations of accommodation facilities such as hotels. Specifically, the server device 10 controls room reservations, check-in procedures for guests, and check-out procedures.

[0019] Furthermore, the server device 10 has a function to collect requests and evaluations of the hotel from hotel users (e.g., those who have made reservations, guests). The server device 10 also has a function to analyze the collected requests and evaluations and provide the analysis results to hotel operators, hotel managers, etc.

[0020] The server device 10 may be installed within the hotel, or it may be installed on a network (on the cloud).

[0021] As shown in Figure 3, a hotel terminal 20 is installed in the hotel. Hotel employees use the hotel terminal 20 to perform front desk duties and other tasks. Alternatively, the hotel operator uses the hotel terminal 20 to access the server device 10.

[0022] Hotel users (for example, hotel guests) possess a device 30 such as a smartphone. Users access the server device 10, etc., via the device 30.

[0023] The devices shown in Figure 3 are interconnected. Specifically, the server device 10, hotel terminal 20, and terminal 30 are connected by wired or wireless communication means and are configured to communicate with each other.

[0024] The configuration of the information processing system shown in Figure 3 is illustrative and not intended to limit its configuration. For example, the system may include multiple server devices 10. Load balancing and redundancy may be achieved by using multiple server devices 10. Alternatively, a hotel may have multiple hotel terminals 20 installed.

[0025] [General operation] Next, we will describe the general operation of the information processing system according to the first embodiment.

[0026] <Collection of requested information> The server device 10 has a function to store information exchanged between hotel users (those who have made reservations, guests, etc.) and the hotel (hotel staff). More specifically, the server device 10 stores inquiries made to the hotel by users before or during their stay, and the responses from the hotel (hotel staff).

[0027] More specifically, when hotel staff receive inquiries from hotel guests via telephone or email, they respond to those inquiries and input the received inquiries and responses into the server device 10 via the hotel terminal 20 (see Figure 4). For example, the hotel terminal 20 may analyze the telephone and email exchanges between hotel staff and hotel guests to generate received inquiries and responses, and input the generated received inquiries and responses into the server device 10.

[0028] For example, a hotel employee might input an inquiry such as, "Can you arrange a surprise for my spouse's birthday?" and the answer "Yes, we can," into the server device 10. Alternatively, a hotel employee might input an inquiry such as, "Can you provide meals that take allergies into consideration?" and the answer "No, we cannot." into the server device 10.

[0029] Furthermore, hotel staff input the inquirer's information (e.g., name, gender, age, hobbies, hotel usage history, etc.) and their own information (e.g., name, employee ID, etc.) into the server device 10.

[0030] The server device 10 stores information about hotel guests who have made inquiries to the hotel (e.g., name), information about the person who handled the inquiry (e.g., name of the hotel employee), the inquiry, and the answer as "handover information." The server device 10 makes it possible for other hotel employees working at the same hotel to refer to the stored handover information, thereby facilitating smooth hotel operations. For example, other employees working at the same hotel may be able to refer to the stored handover information if employee authentication is possible, such as through facial recognition.

[0031] The server device 10 generates "request information" using the handover information. The request information is information about the requests that the user has for the hotel, based on the inquiries received from the user. More specifically, the request information is information about the inquiries received from the user that the hotel staff could not answer affirmatively.

[0032] For example, negative responses include the following:

[0033] • Answers that include explicit negative expressions (such as "I can't," "It's impossible," or "It's not feasible") • Responses lacking specificity (responses that do not offer concrete solutions or actions, but instead use generic phrases such as: "We will consider your request," "We do not currently offer such a service," or "We apologize, but we are currently reviewing the matter.") • Ambiguous answers (where the response avoids directly addressing the inquiry. For example, "We will do our best to meet your request," or "We have taken your feedback into consideration.")

[0034] From now on, "non-positive responses" will be referred to as "negative responses."

[0035] For example, the server device 10 generates request information by associating the inquirer's attribute information (e.g., gender, age, etc.) with the inquiry items for which a negative response was given.

[0036] In the example above, the hotel employee responded to the inquiry, "Can you arrange a surprise for my spouse's birthday?" with "Yes, we can," so this inquiry is not considered requested information.

[0037] In contrast, when asked, "Can you provide meals that take allergies into consideration?", the hotel staff responded, "No, we cannot." Therefore, this inquiry is adopted as requested information. In this case, "40s male: Can you provide meals that take allergies into consideration?" is generated as requested information.

[0038] <Collection of evaluation information> The server device 10 acquires information regarding the hotel guests' evaluations of the hotel (and the services provided by the hotel) during their stay. For example, the server device 10 requests guests to answer a questionnaire about the services provided (or provided) by the hotel during their stay or after check-out (see Figure 5). For example, the server device 10 sends an email requesting the guest to complete the questionnaire to their email address. The server device 10 then retrieves the questionnaire responses from the guests.

[0039] Alternatively, the server device 10 may obtain ratings from hotel users from websites or other sources. For example, the server device 10 may conduct a survey on its own hotel's homepage and obtain the results of the survey.

[0040] Alternatively, the server device 10 may obtain ratings for its hotel from review sites provided by OTAs (Online Travel Agents) or internet search service providers.

[0041] Alternatively, the server device 10 may analyze SNS (Social Networking Service) posts. Specifically, the server device 10 may automatically collect posts about the hotel from SNS platforms using specific hashtags (e.g., #[hotel name]) and location information.

[0042] Alternatively, the server device 10 can collect real-time evaluations during a guest's stay using tablet devices installed in the hotel lobby or guest rooms. Furthermore, the server device 10 can utilize speech recognition technology to automatically transcribe users' verbal comments into text and record them as evaluation information.

[0043] Alternatively, the server device 10 can introduce an AI (Artificial Intelligence) equipped chatbot to collect detailed evaluation information in a conversational format. Furthermore, the server device 10 can collect evaluation information that transcends language barriers by enabling evaluations to be expressed using emojis and stamps.

[0044] Alternatively, the server device 10 can implement a system that awards points or rewards to users who provide evaluation information, thereby improving the data collection rate.

[0045] Alternatively, the server device 10 can collect evaluation information by, for example, analyzing usage history data of hotel facilities (elevators, room keys, etc.).

[0046] Alternatively, the server device 10 can implement a system utilizing QR (Quick Response) codes (registered trademark). By placing QR codes (registered trademark) in each guest room and key locations within the building, and providing users with an evaluation form that they can easily access on their smartphones, the server device 10 can collect evaluation information.

[0047] Alternatively, a system could be implemented in which the server device 10 utilizes IoT (Internet of Things) devices to automatically estimate satisfaction levels based on the usage of facilities within the guest rooms. For example, comfort levels could be evaluated based on factors such as the frequency and temperature settings of air conditioner use and lighting usage patterns, allowing for the collection of evaluation information without requiring explicit input.

[0048] Alternatively, the server device 10 can collect evaluation information by minimizing the number of evaluation items and adopting a simple format consisting only of a 5-point rating scale and a comment section, thereby reducing the burden on users and improving the response rate.

[0049] Alternatively, the server device 10 can efficiently collect evaluation information from users with time constraints by introducing an ultra-simple evaluation system that can be completed within 30 seconds using a dedicated terminal, simultaneously with the return of the key at checkout.

[0050] Alternatively, the server device 10 may have a function to mutually verify information obtained from multiple collection methods in order to ensure the reliability of the collected evaluation information. For example, the server device 10 can check the consistency between survey responses and automatically collected data (such as information from IoT devices) and use only highly reliable evaluation information for analysis.

[0051] Alternatively, the server device 10 may have a function to appropriately protect personal information and privacy-related data obtained during the evaluation information collection process, anonymize it, and then use it for analysis. This makes it possible to utilize useful evaluation information while protecting the privacy of users.

[0052] The server device 10 generates "evaluation information" based on survey responses and reviews. The evaluation information is information about hotel users' evaluations of the hotel. For example, the server device 10 generates evaluation information by associating survey responses and review content with attribute information (e.g., gender, age) of survey respondents and review posters.

[0053] For example, the server device 10 stores information such as "Woman in her 30s: The food was delicious," "Man in his 60s: The hallway is dark," and "Woman in her 80s: It's far from the station" as evaluation information. Alternatively, the server device 10 may store a score that evaluates the hotel and the services provided as "evaluation information." For example, the server device 10 may store an evaluation score out of 5 as evaluation information.

[0054] <Information analysis and presentation of results> The server device 10 analyzes request information and evaluation information in response to requests from hotel operators and other parties, and provides the analysis results to the hotel operators.

[0055] For example, the server device 10 calculates the items with the most inquiries for each segment, such as "meals," "room amenities," and "reservation." Alternatively, the server device 10 calculates the items with the most positive and negative evaluations for each segment.

[0056] The server device 10 provides these analysis results to hotel operators and others via the hotel terminal 20 (see Figure 6).

[0057] Alternatively, the server device 10 may generate advice on areas for improvement in hotel management based on the analysis results and provide the generated advice to the hotel operator.

[0058] For example, the server device 10 uses the results of its analysis of the request information to present to the hotel operator the priorities for hotel management. In doing so, the server device 10 may also present to the hotel operator the benefits that can be obtained by improving the identified issues.

[0059] Alternatively, the server device 10 may use the results of the evaluation information analysis to provide the hotel operator with advice on how to address items that receive many negative evaluations.

[0060] Next, we will describe the details of each device included in the information processing system according to the first embodiment.

[0061] [Server equipment] Figure 7 shows an example of the processing configuration (processing module) of the server device 10 according to the embodiment disclosed herein. Referring to Figure 7, the server device 10 comprises a communication control unit 201, a request information control unit 202, an evaluation information control unit 203, an analysis control unit 204, and a storage unit 205.

[0062] The communication control unit 201 is a means for controlling communication with other devices. For example, the communication control unit 201 receives data (packets) from the hotel terminal 20. The communication control unit 201 also transmits data to the hotel terminal 20. The communication control unit 201 passes the data received from other devices to other processing modules. The communication control unit 201 transmits the data obtained from other processing modules to other devices. In this way, other processing modules send and receive data with other devices via the communication control unit 201. The communication control unit 201 has the function of a receiving unit that receives data from other devices and the function of a transmitting unit that transmits data to other devices.

[0063] Here, the server device 10 uses a learning model when collecting request information and evaluation information, and when analyzing this information. Therefore, we will outline the learning model and how to generate it.

[0064] A learning model is a model that generates responses to requests. For example, when a learning model receives a prompt (query) generated based on a request from a user, it outputs a response corresponding to that prompt.

[0065] For example, a learning model is composed of a language model. This language model may, but is not limited to, what is called an LLM (Large Language Model).

[0066] A language model is a machine learning model (also called a generative model) that takes language as input and outputs language. A language model learns the relationships between words in a text and generates related strings from a given string. By using a language model trained on sentences and texts in various contexts, it is possible to generate related strings with appropriate content related to the given string.

[0067] For example, let's consider the case where a language model is used in question answering. The language model accepts the question "What kind of country is Japan?" as input. The language model generates a string such as "Japan is an island nation in the Northern Hemisphere" as an answer to the question.

[0068] The method for training a language model is not particularly limited, but one example is one that is trained to output at least one sentence containing the input string. Specifically, the language model is a Generative Pre-trained Transformer (GPT) that outputs a sentence containing the input string by predicting the string that is most likely to follow the input string.

[0069] Other examples of language models include T5 (Text-to-Text Transfer Transformer), BERT (Bidirectional Encoder Representations from Transformers), RoBERTa (Robustly optimized BERT approach), and ELECTRA (Efficiently Learning an Encoder that Classifies Token Replacements Accurately).

[0070] The content generated by a language model is not limited to strings. For example, a language model may generate image data, video data, audio data, or other data formats corresponding to the input string.

[0071] Learning models (language models) are generated based on training data. For example, large-scale language models are generated using hotel operation manuals or vast amounts of text from the internet.

[0072] The request information control unit 202 is a means for performing control related to request information.

[0073] The request information control unit 202 includes the function of a first acquisition means and the function of a first control means. The first acquisition means acquires inquiries from a first user and answers to those inquiries. If the answer to the acquired inquiry is negative, the first control means generates request information, which is information about the first user's request to the hotel, based on the acquired inquiry. The first control means stores the generated request information.

[0074] When a hotel employee or other user accesses a designated webpage, the request information control unit 202 retrieves the handover information from that webpage. For example, the request information control unit 202 displays a GUI (Graphical User Interface) as shown in Figure 8 on the hotel terminal 20.

[0075] The request information control unit 202 acquires information about the user who made the inquiry to the hotel (e.g., name, gender, age), information about the person who handled the inquiry (e.g., name of the hotel employee), the inquiry, and the answer as "handover information."

[0076] The request information control unit 202 stores the handover information it has received. For example, the request information control unit 202 stores the handover information it has received from hotel employees in a predetermined database.

[0077] Alternatively, if the handover information control unit 202 is based on an inquiry from a user who has made a reservation or is already staying at the hotel, the handover information control unit 202 may store the handover information in the database that manages the hotel reservations of the user.

[0078] The database that manages accommodation reservations stores the name, gender, date of birth, address, telephone number, email address, and room number of the assigned room for each guest.

[0079] For example, the request information control unit 202 searches the hotel's reservation database using the name of the inquirer (for example, a prospective guest who has inquired about the hotel) entered by a hotel employee as the key. The request information control unit 202 stores the specific inquiry details in the entry for the prospective guest identified through the search.

[0080] Hotel staff access the contents (entries) of databases for handover information and reservation management via the hotel terminal 20. Hotel staff provide services to hotel guests according to the information stored in these databases. For example, if another hotel staff member answers "Yes" to guest A's inquiry, "Can you arrange a surprise for my spouse's birthday?", the hotel staff member will provide guest A with the surprise service.

[0081] The request information control unit 202 generates "request information" using the handover information. Specifically, when the request information control unit 202 stores the handover information in the database, it selects the inquiries from the hotel employees that received negative responses.

[0082] For example, the request information control unit 202 determines that an inquiry is one in which a hotel employee has given a negative response to a user's inquiry if the response includes content (phrasing) such as "it cannot be done," "it is impossible," or "it is not feasible."

[0083] Alternatively, the request information control unit 202 may use a large-scale language model to identify inquiries for which the hotel employee's response is negative.

[0084] The request information control unit 202 generates request information by associating the inquiry items for which the answer was negative with the attribute information of the hotel user (inquirer) who made the inquiry. In other words, the request information control unit 202 generates request information consisting of the attribute information of the user who made the request (inquiry) to the hotel (e.g., gender, age group) and the specific inquiry items.

[0085] Furthermore, if the hotel employee has not entered the inquirer's information (e.g., gender or age), the request information control unit 202 may obtain the inquirer's attribute information from the database that manages accommodation reservations. Alternatively, if the request information control unit 202 cannot obtain the inquirer's information, it may generate request information that does not include the inquirer's information.

[0086] The request information control unit 202 stores the generated request information in the request information management database (see Figure 9). As shown in Figure 9, the request information control unit 202 stores the registration date and time of the request information, the attribute information of the requester, and the specific inquiry details (inquiry content) in the request information management database. Note that the request information management database shown in Figure 9 is an example and is not intended to limit the items to be stored.

[0087] The evaluation information control unit 203 is a means for performing control related to evaluation information. The evaluation information control unit 203 includes the function of a second acquisition means and the function of a second control means. The second acquisition means acquires reviews or survey responses regarding the hotel from a second user. The second control means generates evaluation information regarding the second user's evaluation of the hotel based on the reviews or survey responses. The second control means stores the generated evaluation information.

[0088] The evaluation information control unit 203 collects survey responses, word-of-mouth, and other information necessary for generating evaluation information.

[0089] Specifically, the evaluation information control unit 203 periodically or at predetermined intervals accesses the database that manages accommodation reservations and extracts users who are requested to respond to a questionnaire. For example, the evaluation information control unit 203 extracts guests who are staying on the day of check-out.

[0090] The evaluation information control unit 203 sends an email to the extracted guest email addresses, including a request to respond to a survey about the services provided by the hotel. The evaluation information control unit 203 receives the survey responses from the user's terminal 30.

[0091] Alternatively, the evaluation information control unit 203 may conduct a survey on a website managed and operated by the hotel and obtain the response results.

[0092] Alternatively, the evaluation information control unit 203 may obtain reviews of its own hotel from review sites provided by OTAs (Online Travel Agents) or internet search service providers. The evaluation information control unit 203 accesses web pages where reviews of its own hotel are posted periodically or at predetermined intervals. The evaluation information control unit 203 obtains new reviews posted on review sites.

[0093] The evaluation information control unit 203 generates evaluation information using survey responses and reviews. Specifically, the evaluation information control unit 203 generates evaluation information by associating evaluation content such as survey responses and reviews with attribute information (e.g., gender, age) of survey respondents and review posters.

[0094] The evaluation information control unit 203 stores the generated evaluation information and registration date and time in the evaluation information management database (see Figure 10). Furthermore, if attribute information (e.g., gender, age group) of survey respondents or review posters is available, the evaluation information control unit 203 may also store this attribute information in association with the specific evaluation content.

[0095] Alternatively, the evaluation information control unit 203 may store information about the information source corresponding to each entry in the evaluation information management database (e.g., survey responses, review site names) in the evaluation information management database.

[0096] The analysis control unit 204 is a means for performing control related to the analysis of request information and / or evaluation information. The analysis control unit 204 analyzes all or part of the request information and / or evaluation information.

[0097] The analysis control unit 204 outputs a first analysis result obtained by analyzing multiple request information stored in the request information management database. The analysis control unit 204 also outputs a second analysis result obtained by analyzing multiple evaluation information stored in the evaluation information management database.

[0098] When a hotel operator or the like accesses a designated webpage, the analysis control unit 204 obtains information from that webpage regarding the analysis targets desired by the hotel operator and whether advice based on the analysis results is needed.

[0099] The analysis control unit 204 analyzes request information and evaluation information collected during a predetermined period (e.g., one month, three months, etc.) in response to the hotel operator's operation. Alternatively, the analysis control unit 204 may set the request information and evaluation information collected during a predetermined period as the target of analysis, regardless of the hotel operator's selection.

[0100] First, let's explain how to analyze requirements information.

[0101] The analysis control unit 204 extracts the request information to be analyzed from the request information management database. Once the request information to be analyzed is extracted, the analysis control unit 204 determines the segment (business category in hotel services) to which each extracted request information belongs. For example, the analysis control unit 204 determines which segment each request information belongs to, such as "meals," "room amenities," "reservation," "front desk services," "housekeeping," or "concierge services."

[0102] The analysis control unit 204 may determine the above segments using a pre-prepared learning model. For example, the analysis control unit 204 may obtain the segment to which each request information belongs by inputting an appropriate prompt to a Large Language Model (LLM).

[0103] For example, the analysis control unit 204 generates a prompt such as, "Please classify the request information: Can you provide meals that take allergies into consideration?" into one of the following segments defined as hotel operations, and inputs the generated prompt into the large-scale language model. Note that the actual prompt will list specific segment names.

[0104] Once the segment of each extracted request information is determined, the analysis control unit 204 performs analysis processing of the segmented request information.

[0105] For example, the analysis control unit 204 uses segmented request information to calculate the items that are frequently queried for each segment. In this case, the analysis control unit 204 may use a large-scale language model to calculate the items that are frequently queried for each segment.

[0106] For example, the analysis control unit 204 inputs a prompt to the large-scale language model containing instructions such as, "For each segment, aggregate the number of duplicate inquiries, and output the inquiries in descending order along with the number of inquiries," along with segmented request information.

[0107] The analysis control unit 204 obtains analysis results from a large-scale language model, summarizing the items with the highest number of inquiries for each segment (for each category of hotel service). The analysis control unit 204 displays the obtained analysis results on the hotel terminal 20. For example, the analysis control unit 204 displays a screen on the hotel terminal 20 as shown in Figure 11.

[0108] Next, we will explain how to analyze evaluation information.

[0109] The analysis control unit 204 extracts evaluation information to be analyzed from the evaluation information management database, similar to the request information. Furthermore, the analysis control unit 204 segments each of the extracted evaluation information.

[0110] Once the segment of each extracted evaluation information is determined, the analysis control unit 204 executes the analysis process of the segmented evaluation information.

[0111] For example, the analysis control unit 204 identifies positive and negative evaluations for each segment of the segmented evaluation information. In doing so, the analysis control unit 204 uses a large-scale language model to identify positive and negative evaluation items for each segment.

[0112] For example, the analysis control unit 204 inputs a prompt containing segmented evaluation information to the large-scale language model, along with instructions such as, "For each segment, classify each evaluation into either a positive or negative evaluation. Then, count the number of evaluations with overlapping content. Finally, output the evaluation content in descending order along with the number of each positive and negative evaluation."

[0113] The analysis control unit 204 obtains analysis results from a large-scale language model, including information on positive and negative evaluation content for each segment. The analysis control unit 204 displays the obtained analysis results on the hotel terminal 20. For example, the analysis control unit 204 displays a screen on the hotel terminal 20 as shown in Figure 12.

[0114] The analysis control unit 204 may generate advice based on the analysis results of the requested information and / or evaluation information and provide it to the hotel operator, etc. That is, the analysis control unit 204 may provide information useful to the hotel operator, etc. (information related to hotel management) based on the analysis results.

[0115] For example, the analysis control unit 204 uses the analysis results of the request information to select the item with the most inquiries in each segment and advises on how to address the selected item. In doing so, the analysis control unit 204 may also present to the hotel operator the effects that can be obtained by addressing the proposed item.

[0116] For example, based on the analysis results shown in Figure 11, the analysis control unit 204 generates advice such as, "Many customers would like to be provided with meals that take allergies into consideration. How about offering a menu that takes allergies into consideration?"

[0117] Furthermore, the analysis control unit 204 also presents the effects of providing allergy-friendly meals in accordance with the advice. For example, the analysis control unit 204 might present an effect such as, "We received 50 inquiries in the last three months, so there is a possibility of an increase of 50 customers (50 groups)."

[0118] Furthermore, the analysis control unit 204 can use a large-scale language model to generate advice and calculate effects. The analysis control unit 204 generates prompts that instruct the generation of advice and the calculation of effects using the analysis results of the request information, and obtains the above-mentioned advice and effects by inputting the generated prompts into the large-scale language model.

[0119] The analysis control unit 204 displays the generated advice and calculated effects on the hotel terminal 20 (see Figure 13).

[0120] Thus, the analysis control unit 204 may generate first advice regarding hotel management based on the first analysis results obtained by analyzing the request information, and output the generated first advice. Furthermore, the analysis control unit 204 may output the first effect of implementing the generated first advice along with the generated first advice.

[0121] The analysis control unit 204 may use the analysis results of the evaluation information to generate advice and effects. For example, the analysis control unit 204 may advise on how to deal with items that receive many negative evaluations, or present to the hotel operator the effects that can be obtained by dealing with those items that receive many negative evaluations. In this case, the analysis control unit 204 may use a large-scale language model, similar to the request information, to obtain the advice and effects to present to the hotel operator.

[0122] For example, the analysis control unit 204 displays a screen on the hotel terminal 20 that includes advice generated and calculated effects based on the analysis results of the evaluation information (see Figure 14).

[0123] Thus, the analysis control unit 204 may generate a second piece of advice regarding hotel management based on the second analysis result obtained by analyzing the evaluation information, and output the generated second piece of advice. Furthermore, the analysis control unit 204 may output a second effect of implementing the generated second piece of advice along with the generated second piece of advice.

[0124] The memory unit 205 is a means for storing information necessary for the operation of the server device 10.

[0125] The operation of server device 10 is summarized in the flowchart shown in Figure 15.

[0126] The server device 10 acquires the inquiry details and generates request information from them. The server device 10 stores the generated request information (step S01).

[0127] The server device 10 acquires survey responses and reviews, and generates evaluation information from the acquired survey responses and reviews. The server device 10 stores the generated evaluation information (step S02).

[0128] The server device 10 analyzes request information and / or evaluation information in response to requests from hotel operators, etc. (step S03).

[0129] The server device 10 outputs the analysis results (step S04). For example, the server device 10 sends the analysis results to the hotel terminal 20. Alternatively, the server device 10 may send the analysis results to the hotel operator's email address or print the analysis results.

[0130] Furthermore, the server device 10 uses a large-scale language model to analyze request information, etc. More specifically, the server device 10 uses the large-scale language model to obtain at least one of the following: a first analysis result, a second analysis result, a first piece of advice, a first effect, a second piece of advice, and a second effect.

[0131] [Hotel terminal] Examples of the hotel terminal 20 include mobile devices such as smartphones, mobile phones, game consoles, and tablets, as well as computers (personal computers, laptops, etc.). The hotel terminal 20 can be any device or equipment as long as it can receive user input and communicate with the server device 10, etc. The configuration and operation of the hotel terminal 20 are clear to those skilled in the art, so a detailed explanation of the hotel terminal 20 is omitted.

[0132] [Terminal] Examples of terminal 30 include mobile devices such as smartphones, mobile phones, game consoles, and tablets, as well as computers (personal computers, laptops, etc.). Terminal 30 can be any device or equipment as long as it can receive user input and communicate with the server device 10, etc. The configuration and operation of terminal 30 are clear to those skilled in the art, so a detailed explanation of terminal 30 is omitted.

[0133] Next, a modified example of the first embodiment will be described.

[0134] <Example 1> The server device 10 may also include a function to support hotel employees in responding to comments posted on review sites, etc.

[0135] In this case, the server device 10 includes a word-of-mouth control unit 206 (see Figure 16). The word-of-mouth control unit 206 is a means for performing control related to word-of-mouth.

[0136] When the evaluation information control unit 203 obtains a new comment from the review site, it passes the obtained comment to the review control unit 206.

[0137] The review control unit 206 determines whether the acquired comment (review) is positive or negative. For example, the review control unit 206 uses a large-scale language model to determine whether the posted comment is positive or negative.

[0138] The review control unit 206 generates a proposed response to a negative review (such as a complaint) if the submitted review contains negative content. The review control unit 206 generates the proposed response to the negative review using a large-scale language model.

[0139] For example, the review control unit 206 generates a prompt such as, "Please create a proposed response to a comment from a hotel guest that the hallway is dark," and obtains a proposed response by inputting the generated prompt into a large-scale language model.

[0140] For example, the review control unit 206 may work in conjunction with the hotel's reservation system to obtain the user's past stay history, reservation information, and membership status. The review control unit 206 may then analyze this information and generate personalized responses that take into account the user's preferences and behavioral patterns.

[0141] For example, the review control unit 206 may interact with an external API (Application Programming Interface) to obtain weather information, local event information, traffic conditions, etc., when comments are posted or during a stay. The review control unit 206 may consider these environmental factors and generate appropriate responses or suggestions according to the situation.

[0142] For example, the review control unit 206 analyzes not only text comments but also photos and videos posted by users on social media, etc. The review control unit 206 may use image recognition technology to identify equipment and scenery in photos and include specific information and improvement measures related to them in its response.

[0143] For example, the word-of-mouth control unit 206 may use natural language processing technology to analyze the emotional tone of the comments. The word-of-mouth control unit 206 may identify emotional categories such as positive, negative, and neutral, and generate responses with appropriate responses and wording for each.

[0144] For example, the review control unit 206 generates content in an appropriate format depending on the situation, not just text-based responses. For instance, when explaining improvements to a facility, the review control unit 206 may automatically generate before-and-after images, or create short video clips to introduce new services.

[0145] For example, the review control unit 206 analyzes the user's past stay patterns and reservation information and automatically generates suggestions for their next stay. For instance, the review control unit 206 may include in its responses information about services not used on the previous stay or event information relevant to the time of the stay.

[0146] For example, the word-of-mouth control unit 206 may implement an interactive system that allows for continued dialogue with the user rather than ending with a single response. For instance, the word-of-mouth control unit 206 may be able to provide more detailed information or alternatives in response to additional questions or responses from the user.

[0147] For example, the review control unit 206 considers the user's language settings and nationality information and generates a response in the appropriate language. Furthermore, the review control unit 206 may use expressions and suggestions that take into account cultural backgrounds and customs. For example, for users from a specific cultural sphere, the review control unit 206 may use greetings and idioms appropriate to that culture in its response.

[0148] For example, the review control unit 206 may continuously monitor user reactions to the generated answers (e.g., "helpful" ratings, click-through rates), feed this information back to a machine learning model, and continuously improve the quality of the answers.

[0149] For example, the word-of-mouth control unit 206 analyzes past data patterns and predicts potential problems and requests that may arise in the future. Based on this, the word-of-mouth control unit 206 may include proactive measures and explanations for potential issues in its responses.

[0150] For example, the review control unit 206 may be configured to automatically create a follow-up message after a certain period of time has elapsed since a review was submitted. This message may include information on the progress of improvements made to issues pointed out during the previous stay, as well as information on newly introduced services.

[0151] The review control unit 206 sends the generated response drafts (response drafts obtained from the large-scale language model) along with the comments posted on the review site to the person in charge. For example, the review control unit 206 sends an email containing the above response drafts and comments to a predetermined email address.

[0152] The person in charge reviews the received comments, modifies the draft response sent from the server device 10 as needed, and posts the draft response to the review site.

[0153] Thus, if the review control unit 206 receives a negative review, it may generate a draft response to the negative review and provide the generated draft response to the hotel staff. In other words, the server device 10 determines whether a comment posted on a review site or the like requires a quick response. If the server device 10 determines that a quick response is necessary, it generates a draft response to the comment and presents it to the person in charge. As a result, the person in charge only needs to judge the validity of the draft response and can respond to the posted comment quickly.

[0154] <Modification 2> The server device 10 may also collect evaluation information about hotels of the same grade as its own hotel (hotels with similar room rates). The server device 10 may collect reviews and other information about hotels designated in advance by the hotel operator, etc., and manage and store the collected reviews and other information as evaluation information for the other designated hotels.

[0155] Furthermore, the evaluation information control unit 203 may use its own hotel's evaluation information and evaluation information of other hotels to analyze its own hotel's strengths and weaknesses. The evaluation information control unit 203 may also use a large-scale language model to perform this analysis.

[0156] For example, the evaluation information control unit 203 generates a prompt that includes the analysis results of its own hotel and other hotels, and instructs the unit to calculate the strengths and weaknesses of its own hotel. The evaluation information control unit 203 inputs the generated prompt into a large-scale language model to obtain the strengths and weaknesses of its own hotel.

[0157] The evaluation information control unit 203 provides the acquired strengths and weaknesses to the hotel operator, etc. Alternatively, the evaluation information control unit 203 may use a large-scale language model to calculate countermeasures to improve the acquired weaknesses and provide the calculated countermeasures to the hotel operator, etc.

[0158] <Variation 3> The server device 10 may provide hotel operators, etc., with more detailed analysis results using attribute information included in the request information and evaluation information. Alternatively, the server device 10 may generate advice based on the more detailed analysis results and provide the generated advice to hotel operators, etc.

[0159] For example, the analysis control unit 204 may provide hotel operators, etc., with analysis results indicating the most frequently asked questions for each attribute (gender, age group). For example, the analysis control unit 204 may provide hotel operators, etc., with analysis results such as, "Many inquiries about meals come from men in their 30s."

[0160] Furthermore, the analysis control unit 204 may analyze and aggregate the content of reviews and other evaluations for each attribute. For example, the analysis control unit 204 may provide the operator of the website with analysis results such as, "Many women in their 30s give positive reviews about food."

[0161] Furthermore, the analysis control unit 204 may generate advice (management advice) using the analysis results for each attribute and provide it to hotel operators, etc.

[0162] <Modification 4> The analysis control unit 204 may integrate the analysis results of the request information and evaluation information to generate more comprehensive advice.

[0163] The analysis control unit 204 extracts and analyzes request information from the request information management database and extracts and analyzes evaluation information from the evaluation information management database. For each segment (e.g., meals, room amenities), the analysis control unit 204 compares the analysis results of the request information and evaluation information to identify issues that appear commonly in both data sources and issues that appear strongly in one or the other. For example, based on the comparison results, the analysis control unit 204 identifies high-priority issues and generates integrated advice using a large-scale language model (LLM).

[0164] For example, if the analysis results of the requirements information show that "there are many requests for 'allergy-friendly meals' in the 'meals' segment," and the analysis results of the evaluation information show that "there are many negative evaluations of 'limited menu options' in the 'meals' segment," the analysis control unit 204 compares the analysis results of the requirements information and the evaluation information, identifies that issues related to "meals" have been confirmed in both data sources, and generates integrated advice using LLM.

[0165] Examples of integrated advice are as follows: Improving our meal service is a top priority. Please pay particular attention to the following two points: 1. Introduction of allergy-friendly meals: This will be in response to numerous customer requests and will lead to improved service. 2. Menu diversification: There are many complaints in current customer reviews, and there is room for improvement. These improvements are expected to significantly increase customer satisfaction with meals, potentially leading to the acquisition of new customers and the retention of existing ones. Specifically, the introduction of allergy-friendly meals is projected to attract approximately 50 new customers per month, and menu diversification is expected to reduce the current negative feedback rate (30% of all ratings) to 15%.

[0166] The addition of this integrated advice generation function will significantly contribute to improving customer satisfaction and increasing the operational efficiency of hotels.

[0167] As described above, the server device 10 according to the first embodiment stores as request information items that hotel employees could not answer positively to among the inquiries made by hotel users. By analyzing the stored request information, the server device 10 generates and outputs information useful for hotel management, etc. As a result, useful information is provided to hotel operators, etc. Furthermore, the server device 10 generates and stores evaluation information using reviews posted on review sites, survey responses, etc. By including this stored evaluation information in the analysis, the server device 10 can perform information analysis and provide information from a broader perspective. In other words, more useful information is provided to hotel operators, etc.

[0168] Next, we will describe the hardware of each device that makes up the information processing system. Figure 17 shows an example of the hardware configuration of server device 10.

[0169] The server device 10 can be configured using an information processing device (a so-called computer), and has the configuration illustrated in Figure 17. For example, the server device 10 includes a processor 311, memory 312, input / output interface 313, and communication interface 314, etc. The components of the processor 311, etc. are connected by an internal bus or the like and are configured to communicate with each other.

[0170] However, the configuration shown in Figure 17 is not intended to limit the hardware configuration of the server device 10. The server device 10 may include hardware not shown, and it may not have to have an input / output interface 313 if necessary. Also, the number of processors 311 etc. included in the server device 10 is not intended to be limited to the example in Figure 17; for example, the server device 10 may include multiple processors 311.

[0171] The processor 311 is a programmable device such as a CPU (Central Processing Unit), MPU (Micro Processing Unit), or DSP (Digital Signal Processor). Alternatively, the processor 311 may be a device such as an FPGA (Field Programmable Gate Array) or ASIC (Application Specific Integrated Circuit). The processor 311 executes various programs, including an operating system (OS).

[0172] Memory 312 includes RAM (Random Access Memory), ROM (Read Only Memory), HDD (Hard Disk Drive), SSD (Solid State Drive), etc. Memory 312 stores the OS program, application programs, and various data.

[0173] The input / output interface 313 is an interface for a display device or input device (not shown). The display device is, for example, a liquid crystal display. The input device is, for example, a device that accepts user input such as a keyboard, mouse, or touch panel.

[0174] The communication interface 314 is a circuit, module, etc., that communicates with other devices. For example, the communication interface 314 includes a NIC (Network Interface Card), etc.

[0175] The functions of the server device 10 are realized by various processing modules. These processing modules are realized, for example, by the processor 311 executing a program stored in memory 312. The program can also be recorded on a computer-readable storage medium. The storage medium can be a non-transitory material such as semiconductor memory, hard disk, magnetic recording medium, or optical recording medium. In other words, the present invention can also be embodied as a computer program product. Furthermore, the program can be downloaded via a network or updated using the storage medium on which the program is stored. Moreover, the processing module may be realized by a semiconductor chip.

[0176] Furthermore, hotel terminals 20 and 30 can also be configured using information processing devices, similar to server device 10, and their basic hardware configuration is no different from that of server device 10, so a detailed explanation will be omitted.

[0177] The server device 10 is equipped with a computer, and its functions can be realized by having the computer execute a program. Furthermore, the server device 10 executes a control method for the server device 10 using this program.

[0178] [Differentiation] The configuration and operation of the information processing system described in the above embodiment are illustrative examples and are not intended to limit the system configuration.

[0179] In the above embodiment, the information processing system was described in the context of performing information analysis and providing information for hotels. However, the information processing system may also perform information analysis and provide information for businesses belonging to other industries and sectors. For example, the information processing system may perform information analysis and provide information for restaurants, retail stores, medical institutions, etc.

[0180] The server device 10 may also analyze handover information obtained from hotel employees. For example, the analysis control unit 204 may provide the hotel operator with analysis results such as the ratio of inquiries to the total number of handover items obtained during the evaluation period of the requested information.

[0181] In the above embodiment, the server device 10 was described as generating and storing information about the user's requests to the hotel based on the acquired inquiry when the response to the inquiry from the hotel employee is negative. However, the server device 10 may also generate request information based on the acquired inquiry when the response from the hotel employee is positive. The server device 10 may analyze not only inquiries for which negative responses were given, but also those for which positive responses were given, in order to visualize the needs of hotel users or to provide suggestions (proposals) that will lead to strengthening the strengths of its own hotel.

[0182] The server device 10 may provide an interface that allows the user (hotel operator) to select the segments to be analyzed and advised on. The analysis control unit 204 may perform analysis and provide information only on the segments specified by the user.

[0183] When generating a response to a review, the server device 10 may change the style and tone of the text in the response depending on the content and tone of the submitted review (comment). For example, the review control unit 206 may select a casual style (tone) for a response to a friendly review and a formal style for complaints, etc. In this case, the review control unit 206 can simply instruct the large-scale language model to generate a response with a specified style.

[0184] The server device 10 may set predetermined restrictions on the suggested responses to the reviews. For example, the review control unit 206 may set a limit on the number of times phrases like "Thank you" can be included in the suggested responses. By setting such limits, the review control unit 206 may make efforts to make the suggested responses more human-like. In this case, the review control unit 206 can instruct the large-scale language model to generate suggested responses by specifying predetermined phrases and the number of times those phrases are permitted to be used.

[0185] The analysis results described above are illustrative examples, and the server device 10 can provide hotel operators with various useful management advice. For example, the server device 10 may generate and provide advice such as those shown in Figures 18 and 19 to hotel operators.

[0186] In the above embodiment, the case in which the request information management database and the evaluation information management database are configured inside the server device 10 was described, but these databases may be built on an external database server or the like. In other words, some functions of the server device 10 may be implemented in another device. More specifically, it is sufficient that the "analysis control unit (analysis control means)" etc. described above are implemented in any device included in the system.

[0187] The form of data transmission and reception between each device (server device 10, hotel terminal 20) is not particularly limited, but the data transmitted and received between these devices may be encrypted. Personal information of users is transmitted and received between these devices, and in order to properly protect this information, it is desirable that encrypted data be transmitted and received.

[0188] In the flowcharts (sequence diagrams) used in the above description, multiple processes (processes) are shown in order, but the execution order of the processes performed in the embodiment is not limited to the order in which they are shown. In the embodiment, the order of the illustrated processes can be changed to the extent that it does not impair the content, for example, by executing each process in parallel.

[0189] The embodiments described above are explained in detail to facilitate understanding of the disclosure, and it is not intended that all the configurations described above are necessary. Furthermore, when multiple embodiments are described, each embodiment may be used individually or in combination. For example, it is possible to replace parts of the configuration of one embodiment with those of another embodiment, or to add configurations from other embodiments to the configuration of one embodiment. In addition, it is possible to add, delete, or replace parts of the configuration of one embodiment with those of another.

[0190] As described above, the industrial applicability of the present invention is clear, and it is particularly suitable for application to information processing systems that analyze information related to hotels.

[0191] Some or all of the above embodiments may also be described as follows, but are not limited to the following:

[0192] [Note 1] A first acquisition means for obtaining inquiries from a first user and answers to those inquiries, If the response to the acquired inquiry is negative, the first control means generates request information, which is information regarding the first user's request to the hotel, based on the acquired inquiry, and stores the generated request information. An analysis means that outputs a first analysis result obtained by analyzing a plurality of the stored request information, A server device equipped with the following features.

[0193] [Note 2] A second means of obtaining reviews or survey responses regarding the aforementioned hotel from a second user, The system further comprises a second control means that generates evaluation information relating to the second user's evaluation of the hotel based on the aforementioned reviews or survey responses, and stores the generated evaluation information. The analysis means is a server device as described in Appendix 1, which outputs a second analysis result obtained by analyzing a plurality of stored evaluation information.

[0194] [Note 3] The analysis means is a server device as described in Appendix 2, which generates first advice regarding the management of the hotel based on the first analysis results and outputs the generated first advice.

[0195] [Note 4] The server device described in Appendix 3, wherein the analysis means outputs the first effect of the generated first advice being implemented, along with the generated first advice.

[0196] [Note 5] The server device described in Appendix 4, wherein the analysis means generates a second piece of advice regarding the management of the hotel based on the second analysis result and outputs the generated second piece of advice.

[0197] [Note 6] The server device described in Appendix 5, wherein the analysis means outputs the second effect of the generated second advice being implemented, along with the generated second advice.

[0198] [Note 7] The server device according to Appendix 6, wherein the analysis means uses a large-scale language model to obtain at least one of the first analysis result, the second analysis result, the first advice, the first effect, the second advice, and the second effect.

[0199] [Note 8] The server device according to any one of the appendices 2 to 7, further comprising a review control means for generating a proposed response to a negative review and providing the generated proposed response to the hotel staff if the review is negative.

[0200] [Note 9] A first acquisition step involves obtaining inquiries from a first user and answers to those inquiries, If the answer to the acquired inquiry is negative, a first control step is to generate request information, which is information regarding the first user's request to the hotel, based on the acquired inquiry, and store the generated request information. An analysis step which outputs a first analysis result obtained by analyzing multiple stored request information, A control method for a server device, comprising the following features.

[0201] [Note 10] A second acquisition step involves obtaining reviews or survey responses regarding the aforementioned hotel from a second user, The system further comprises a second control step of generating evaluation information relating to the second user's evaluation of the hotel based on the aforementioned reviews or survey responses, and storing the generated evaluation information. The control method for the server device described in Appendix 9, wherein the analysis step outputs a second analysis result obtained by analyzing a plurality of stored evaluation information.

[0202] [Note 11] The control method for the server device described in Appendix 10, wherein the analysis step generates first advice regarding the management of the hotel based on the first analysis results and outputs the generated first advice.

[0203] [Note 12] The control method for a server device as described in Appendix 11, wherein the analysis step outputs the first effect of implementing the generated first advice along with the generated first advice.

[0204] [Note 13] The control method for the server device described in Appendix 12, wherein the analysis step generates second advice regarding the management of the hotel based on the second analysis results, and outputs the generated second advice.

[0205] [Note 14] The control method for the server device described in Appendix 13, wherein the analysis step outputs a second effect of the generated second advice being implemented, along with the generated second advice.

[0206] [Note 15] The control method for a server device according to Appendix 14, wherein the analysis step involves using a large-scale language model to obtain at least one of the first analysis result, the second analysis result, the first advice, the first effect, the second advice, and the second effect.

[0207] [Note 16] A control method for a server device according to any one of the appendices 10 to 15, further comprising a review control step of generating a proposed response to a negative review and providing the generated proposed response to the hotel staff if the review is negative.

[0208] [Note 17] The computer installed in the server device A first acquisition process that obtains the inquiry from the first user and the answer to the said inquiry, If the answer to the acquired inquiry is negative, a first control process generates request information, which is information regarding the first user's request to the hotel, based on the acquired inquiry, and stores the generated request information. An analysis process that outputs a first analysis result obtained by analyzing multiple stored request information, A program to execute.

[0209] [Note 18] A second acquisition process involves obtaining reviews or survey responses regarding the aforementioned hotel from a second user, A second control process is further executed, which generates evaluation information regarding the second user's evaluation of the hotel based on the aforementioned reviews or survey responses, and stores the generated evaluation information. The analysis process is a program described in Appendix 17 that outputs a second analysis result obtained by analyzing a plurality of stored evaluation information.

[0210] [Note 19] The program described in Appendix 18 generates first advice regarding the management of the hotel based on the first analysis results and outputs the generated first advice.

[0211] [Note 20] The program described in Appendix 19 outputs the first effect of the generated first advice being implemented, along with the generated first advice.

[0212] [Note 21] The program described in Appendix 20 generates a second piece of advice regarding the management of the hotel based on the second piece of analysis results, and outputs the generated second piece of advice.

[0213] [Note 22] The program described in Appendix 21 outputs the second effect of the generated second advice being implemented, along with the generated second advice.

[0214] [Note 23] The program described in Appendix 22 uses a large-scale language model to obtain at least one of the following: the first analysis result, the second analysis result, the first advice, the first effect, the second advice, and the second effect.

[0215] [Note 24] The program described in any one of the appendices 18 to 23, which further performs review control processing, including generating a proposed response to a negative review and providing the generated proposed response to the hotel staff, if the review is negative.

[0216] Furthermore, some or all of the configurations described in Appendices 2 to 8, which are subordinate to Appendice 1 above, may also be subordinate to Appendices 9 and 17 in the same way as those described in Appendices 2 to 8. Moreover, not limited to Appendices 1, 9 and 17, some or all of the configurations described as appendices may also be subordinate to various hardware, software, various recording means for recording software, or systems, without departing from the embodiments described above.

[0217] Furthermore, each disclosure of the above-mentioned prior art documents cited herein is incorporated herein by reference. Although embodiments of the present invention have been described above, the present invention is not limited to these embodiments. It will be understood by those skilled in the art that these embodiments are merely illustrative and that various modifications are possible without departing from the scope and spirit of the present invention. That is, the present invention naturally includes the entire disclosure, including the claims, and various modifications and alterations that can be made by those skilled in the art in accordance with the technical idea. [Explanation of symbols]

[0218] 10 Server devices 20 Hotel Terminals 30 devices 100 Server Devices 101 First means of acquisition 102 First control means 103 Analysis methods 201 Communication Control Unit 202 Request Information Control Unit 203 Evaluation Information Control Unit 204 Analysis and Control Unit 205 Storage section 206 Customer Review Control Team 311 Processors 312 memory 313 Input / Output Interfaces 314 Communication Interface

Claims

1. A first acquisition means for obtaining inquiries from a first user and answers to those inquiries, If the answer to the acquired inquiry is negative, the first control means generates request information, which is information regarding the request the first user has for the hotel, based on the acquired inquiry, and stores the generated request information. An analysis means that outputs a first analysis result obtained by analyzing a plurality of the aforementioned stored request information, A server device equipped with the following features.

2. A second means of obtaining reviews or survey responses regarding the aforementioned hotel from a second user, The system further comprises a second control means that generates evaluation information relating to the second user's evaluation of the hotel based on the aforementioned reviews or survey responses, and stores the generated evaluation information. The server device according to claim 1, wherein the analysis means outputs a second analysis result obtained by analyzing a plurality of stored evaluation information.

3. The server device according to claim 2, wherein the analysis means generates first advice regarding the management of the hotel based on the first analysis results and outputs the generated first advice.

4. The server device according to claim 3, wherein the analysis means outputs a first effect of the generated first advice being implemented, together with the generated first advice.

5. The server device according to claim 4, wherein the analysis means generates a second piece of advice regarding the management of the hotel based on the second analysis result and outputs the generated second piece of advice.

6. The server device according to claim 5, wherein the analysis means outputs a second effect of the generated second advice being implemented, together with the generated second advice.

7. The server device according to claim 6, wherein the analysis means uses a large-scale language model to obtain at least one of the first analysis result, the second analysis result, the first advice, the first effect, the second advice, and the second effect.

8. The server device according to any one of claims 2 to 7, further comprising a review control means for generating a proposed response to a negative review and providing the generated proposed response to the hotel staff if the review is negative.

9. A first acquisition step involves obtaining inquiries from a first user and answers to those inquiries, If the answer to the acquired inquiry is negative, a first control step is to generate request information, which is information regarding the request the first user has for the hotel, based on the acquired inquiry, and store the generated request information. An analysis step that outputs a first analysis result obtained by analyzing multiple stored request information, A control method for a server device, comprising the following features.

10. The computer installed in the server device A first acquisition process that obtains the inquiry from the first user and the answer to the said inquiry, If the answer to the acquired inquiry is negative, a first control process generates request information, which is information regarding the first user's request to the hotel, based on the acquired inquiry, and stores the generated request information. An analysis process that outputs a first analysis result obtained by analyzing multiple stored request information, A program to execute.

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