Information processing systems, information processing devices, information processing methods, programs

Abstract

This invention provides a business negotiation system, information processing device, information processing method, and program for appropriately evaluating the content of business negotiations. [Solution] In the information processing system 1, the information processing device 10 includes an acquisition unit 512 that acquires the spoken voice of a first participant on the selling side and the spoken voice of a second participant on the buying side, recorded in online communication regarding business negotiations for goods; a text data acquisition unit 513 that acquires text data converted from the spoken voice by speech recognition; and an analysis result acquisition unit 514 that acquires an evaluation of the business negotiation output by analyzing the text data based on definitions of statements for evaluating the business negotiation.

Description

Technical Field

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

Background Art

[0002] There is known an information processing system that performs online communication by transmitting and receiving voice or further transmitting and receiving content data including video between a plurality of terminal devices. Such online communication may be used for business negotiations, but there may be differences in the negotiation results depending on the abilities and experiences of salespersons.

[0003] Techniques for improving the skills of salespersons have been devised (see, for example, Patent Document 1). Patent Document 1 discloses a technique for presenting the sales skills lacking in a salesperson, evaluating the sales skills possessed by the salesperson while referring to the results achieved by the salesperson, and proposing the acquisition of necessary skills.

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the conventional technology, it may be difficult to appropriately evaluate the negotiation content. For example, depending on the customer or the purpose of evaluation, the definition of what kind of speech is good or bad for business negotiations may change. Therefore, it may not be easy to appropriately evaluate without a definition regarding the speech that serves as an evaluation criterion, condition, or policy, etc.

[0005] In view of the above problems, the present invention provides a technique for appropriately evaluating negotiation content.

Means for Solving the Problems

[0006] In view of the above issues, the present invention includes an acquisition unit that acquires spoken audio of a first participant on the selling side and a second participant on the buying side recorded in online communication relating to a business negotiation for a product; a text data acquisition unit that acquires text data converted from the spoken audio by speech recognition; and an analysis result acquisition unit that acquires an evaluation of the business negotiation output by analyzing the text data based on definitions relating to statements for evaluating the business negotiation. [Effects of the Invention]

[0007] This invention allows for the appropriate evaluation of the content of business negotiations. [Brief explanation of the drawing]

[0008] [Figure 1] This diagram illustrates the inputs to a Large-Scale Language Model (LLM) and the outputs from the LLM. [Figure 2] This figure shows an example of the system configuration of an information processing system. [Figure 3] This figure shows a modified example of the system configuration of an information processing system. [Figure 4] This diagram shows an example of a computer hardware configuration. [Figure 5] This figure shows an example of the hardware configuration of a terminal device. [Figure 6] This figure shows an example of the functional configuration of an information processing system. [Figure 7] This figure shows an example of sales negotiation information stored in the sales negotiation information storage unit. [Figure 8] This figure shows an example of a business negotiation analysis result stored in the analysis result memory unit. [Figure 9] This figure shows an example of read information stored in the read information storage unit. [Figure 10] This figure shows an example of frequently asked questions (FAQ) information stored in the FAQ memory unit. [Figure 11] This diagram shows examples of lead definitions and opportunity definitions. [Figure 12]It is a diagram showing an example of the correspondence between negotiation types and lead definitions. [Figure 13] It is a diagram explaining the process of creating frequently asked question information. [Figure 14] It is a sequence diagram explaining an example of the process in which an information processing system creates negotiation analysis results from spoken voices. [Figure 15] In step S5 of FIG. 14, it is a flowchart diagram showing an example of the processing of a terminal device. [Figure 16] It is a diagram showing an example of an operation screen of a terminal device. [Figure 17] It is a diagram showing an example of a negotiation list screen displayed on a manager terminal or a terminal device of a salesperson. [Figure 18] It is a diagram showing an example of a negotiation report screen displayed on a manager terminal or a terminal device of a salesperson. [Figure 19] It is a diagram showing an example of a negotiation analysis result display screen displayed on a manager terminal or a terminal device of a salesperson. [Figure 20] It is a diagram showing an example of a negotiation analysis result display screen based on frequently asked question information. [Figure 21] It is a diagram showing an example of a text display screen displayed on a manager terminal or a terminal device of a salesperson. [Figure 22] It is a diagram showing a modified example of the functional configuration of an information processing system.

Mode for Carrying Out the Invention

[0009] Hereinafter, as an example of a mode for implementing the present disclosure, an information processing system and an information processing method performed by the information processing system will be described.

[0010] <Negotiation analysis result> When a salesperson negotiates with a customer, it is known that differences in negotiation results may occur depending on the salesperson's ability, experience, etc. As a supervisor (hereinafter referred to as a manager), it is desired to attend the subordinates' negotiations, but it is difficult to attend all negotiations. It is also difficult for the manager to check the voice data recorded during all negotiations of all subordinates in terms of time. Therefore, the current situation is that we have no choice but to trust the reports from subordinates. Also, we want to guide the salesperson early to avoid missing business opportunities, but there are cases where the report is delayed or the guidance is delayed because the manager is busy.

[0011] Therefore, in this embodiment, after the salesperson conducts an online negotiation, the information processing system evaluates the negotiation based on the negotiation content. As a result, the information processing system can objectively evaluate all negotiations of the salesperson. In addition, the information processing system performs the evaluation based on definitions set by managers and others. Therefore, the information processing system can evaluate the negotiation content based on definitions set according to the purpose of evaluation and definitions considered to be good or bad negotiations for the company or department. If there is a negotiation with a low evaluation based on such objective and uniform criteria, the supervisor can provide guidance, so that the business opportunity can be avoided and the salesperson who should be guided can be accurately guided.

[0012] In this embodiment, a large language model (LLM) is used for the analysis of communication content. Also, in this embodiment, the negotiation is mainly used as an example of communication for explanation. The information processing system inputs the negotiation content into the large language model and obtains the negotiation analysis result created by the large language model based on insights.

[0013] Figure 1 is a diagram for explaining the input to the large language model and the output from the large language model. The input to the large language model 304 mainly consists of three elements: text data 301, definitions 302, and prompts 303. (1) For example, the speech audio of a meeting is converted into text data 301 by speech recognition. (2) In addition, the person in charge of the system, the sales representative, or the manager of this embodiment sets a definition of a bad deal. Various definitions are possible, but for example, "A bad deal is one in which the ultimate goal (higher-level goal), which can be understood by digging deeper, is not heard, rather than just the superficial specific objective." (3) Prompt 303 is conventionally a chat message sent by the user to the large-scale language model 304. In this embodiment, it is a request, instruction, or command input by the information processing device to the large-scale language model 304. Prompt 303 is, for example, an evaluation criterion.

[0014] The large-scale language model 304 outputs a sales opportunity analysis result 305 for such input. The details of the sales opportunity analysis result 305 will be described later, but they include, for example, an evaluation of the sales opportunity, issues during the sales opportunity, areas of the issues, and solutions. • Business negotiations are evaluated using a scale such as S, A, B, C, D, or 1-5, for example, an N-level rating system. • Issues during the negotiation include, for example, "We failed to delve deeply into the client's specific challenges and goals. The discussion remained superficial, focusing only on the shortage of personnel, and there were no questions about more fundamental management challenges or long-term vision." These comments serve to justify the evaluation of the negotiation. • The "issue areas" are the comments that point out the issues when problems are extracted from the text data. The issue areas are associated with the sales representative's spoken audio and text data. A solution is, for example, a proposal to resolve a problem.

[0015] In this embodiment, the information processing system can evaluate business negotiations based on definitions. Because the evaluation is based on definitions, it can be evaluated using objective and uniform criteria according to the purpose of the evaluation. Managers can provide guidance to sales representatives early on to avoid missing business opportunities. This makes it possible to raise the overall level of the sales department. Since the issues and solutions are associated with recorded speech and text data, managers can provide guidance while listening to the audio data of some of the business negotiations that need improvement.

[0016] <About Terminology> Communication refers to conveying opinions, ideas, etc., to another person through words, gestures, facial expressions, etc. The content of communication is not restricted; it can be any interaction between two or more people. The interaction can be online or in person. Furthermore, the analysis method of this embodiment may be applied to seminars where one party speaks unilaterally. For example, communication may include business negotiations, meetings, medical consultations, telemedicine, classes, distance lectures, seminars, or counseling conducted using web conferencing.

[0017] Merchandise refers to goods or services that are sold or provided to customers. Examples of goods include printing equipment, projectors, interactive whiteboards (IWBs), digital signage and other output devices, head-up displays (HUDs), industrial machinery, imaging devices, sound collection devices, medical equipment, networked home appliances, automobiles (connected cars), personal computers (PCs), mobile phones, smartphones, tablet devices, game consoles, personal digital assistants (PDAs), and digital cameras. In addition, any goods that are the subject of commercial transactions are considered merchandise. Services include, for example, services provided directly by store employees to customers, and various data provision and data processing services provided to users via the internet or corporate networks.

[0018] Information regarding the likelihood of securing a sale refers to information that allows one to determine whether the likelihood of securing a sale is high or low, such as whether or not there is a likelihood of securing a sale. It may also include cases where the information regarding the likelihood of securing a sale is neither high nor low. Information regarding the likelihood of securing a sale may also include the probability (percentage or ratio) of securing a sale. Information regarding the likelihood of securing a sale is sometimes referred to as lead quality. Lead quality is indicated by terms such as "hot leads," which represent prospects or potential deals with a high likelihood of securing a sale, and "cold leads," which represent non-prospects or non-prospects with a low likelihood of securing a sale.

[0019] The large-scale language model (held by the text analysis device described later) is a so-called generative AI that provides a service allowing users to converse with artificial intelligence (AI) in natural language. The large-scale language model is a natural language processing model trained using a large amount of text data. The large-scale language model takes in a vast amount of text beforehand and learns knowledge from it using deep learning, reinforcement learning, etc. The large-scale language model uses this knowledge to provide response messages in response to prompts.

[0020] Examples of large-scale language models or systems incorporating large-scale language models include GPT-3, GPT-4, Transformer, and BERT (all registered trademarks). Other large-scale language models may also be used.

[0021] A definition is the process of clearly defining the meaning of something using words. A definition can be the criteria, conditions, or policies used to evaluate a sales opportunity. A lead quality definition clarifies how a large-scale language model determines the likelihood of a sale when analyzing text data. A sales opportunity definition clarifies how a large-scale language model evaluates a sales opportunity when analyzing text data. A sales opportunity definition clarifies how a large-scale language model evaluates a sales opportunity when analyzing text data based on frequently asked questions.

[0022] The first and second participants are those participating in the business negotiation, with one being the seller and the other the buyer. In this embodiment, these will be described using the terms sales representative and customer.

[0023] <System Configuration> Figure 2 shows an example of the system configuration of an information processing system 1 according to one embodiment. The information processing system 1 includes, for example, an external system 3 connected to a communication network 2 such as the Internet or a LAN (Local Area Network), an information processing device 10, a text analysis device 5, multiple terminal devices 100a, 100b, 100c, 100d, ..., and an administrator terminal 101, etc. Of these, the external system 3 and the text analysis device 5 do not necessarily have to be included in the information processing system 1, and the information processing device 10 may use these services as appropriate. In the following description, when referring to any terminal device among the multiple terminal devices 100a, 100b, 100c, 100d, ..., the term "terminal device 100" will be used.

[0024] Information processing system 1 is a system that analyzes or evaluates online business negotiations (hereinafter simply referred to as "business negotiations") conducted by sending and receiving at least voice between terminal device 100 and other terminal devices 100. Note that online business negotiations are just one example; business negotiations may also be conducted face-to-face. Furthermore, business negotiations are an example of communication. Here, the following explanation assumes that communication is defined as a business negotiation.

[0025] Terminal device 100 is a general-purpose information terminal used by sales representatives and customers participating in business negotiations, such as a PC (Personal Computer), tablet, or smartphone. Alternatively, terminal device 100 may be an electronic device with online meeting capabilities, such as a video conferencing system or an IWB (Interactive White Board). An IWB is a whiteboard with electronic blackboard functionality that allows for mutual communication, and is also called an electronic blackboard. Here, as an example, the following explanation will be given assuming that terminal device 100 is a general-purpose information terminal.

[0026] External system 3 is a system that provides, for example, an online meeting service, a sales support service, or an emotion recognition service. For example, a sales representative participating in a business negotiation can conduct a business negotiation with a customer via online meeting by using an online meeting application installed on terminal device 100, or a web browser, etc., to access the online meeting service provided by external system 3. In this embodiment, the online meeting service provided by external system 3 may be any online meeting service.

[0027] Furthermore, the information processing device 10 can acquire various types of information from the sales support service provided by the external system 3, such as deal negotiation information, customer information, or sales member activity information. The sales support service is a service that assists sales activities and is also known as SFA (Sales Force Automation).

[0028] Furthermore, the information processing device 10 can acquire emotional information, such as the motivation of customers participating in business negotiations, by utilizing an emotion estimation service provided by the external system 3. The emotion estimation service is, for example, a service that uses emotion estimation AI to estimate emotions or changes in feelings from human voice or facial expressions.

[0029] The information processing device 10 is, for example, an information processing device having the configuration of a computer, or a system including multiple computers. The information processing device 10 acquires the spoken voices of the sales representatives and customers participating in the business negotiation and converts the acquired spoken voices into text data using speech recognition. The information processing device 10 requests the text analysis device 5 to analyze the text data. The analysis of the text data is an analysis of the content of the business negotiation.

[0030] The text analysis device 5 analyzes text data using a large-scale language model and provides a text analysis service that outputs sales opportunity analysis results and lead quality. The text analysis device 5 exposes an API (Application Programming Interface), and the information processing device 10 calls this API and sends text data, etc., to which the information processing device 10 obtains the sales opportunity analysis results and lead quality. The information processing device 10 sends the sales opportunity analysis results and lead quality to the administrator terminal 101 or the sales representative's terminal device 100.

[0031] The administrator terminal 101 is an information terminal, such as a PC, tablet, or smartphone, used by administrators or others who manage multiple sales representatives. Administrators can use the web browser or other software provided on the administrator terminal 101 to access the information processing device 10 and view the sales negotiation analysis results and other information provided by the information processing device 10.

[0032] Note that the system configuration of the information processing system 1 shown in Figure 2 is just one example. For example, at least some of the online meeting service, sales support service, and sentiment estimation service provided by the external system 3 may be provided by the information processing device 10. In this case, the information processing system 1 does not need to have the external system 3, as shown in Figure 3.

[0033] Furthermore, the information processing device 10 may also have a text analysis device 5 (large-scale language model).

[0034] <Hardware Configuration> (Computer hardware configuration) The external system 3, the information processing device 10, and the administrator terminal 101 each have a hardware configuration of a computer 200, for example, as shown in Figure 4. Note that the external system 3 and the information processing device 10 may be implemented by multiple computers 200. Furthermore, the terminal device 100 may, as an example, have a hardware configuration of a computer 200, as shown in Figure 4.

[0035] Figure 4 shows an example of the hardware configuration of a computer according to one embodiment. The computer 200 includes, for example, a CPU (Central Processing Unit) 201, ROM (Read Only Memory) 202, RAM (Random Access Memory) 203, HD (Hard Disk) 204, HDD (Hard Disk Drive) controller 205, display 206, external device connection I / F (Interface) 207, network I / F 208, keyboard 209, pointing device 210, DVD-RW (Digital Versatile Disk Rewritable) drive 212, media I / F 214, GPU 226, and bus line 215, as shown in Figure 4.

[0036] Furthermore, if the computer 200 is the terminal device 100, the computer 200 may also include, for example, a microphone 221, a speaker 222, an audio input / output interface 223, a CMOS (Complementary Metal Oxide Semiconductor) sensor 224, and an image sensor interface 225.

[0037] Of these, the CPU 201 controls the overall operation of the computer 200. The ROM 202 stores programs used to start the computer 200, such as the IPL (Initial Program Loader). The RAM 203 is used, for example, as a work area for the CPU 201. The HD 204 stores programs such as the OS (Operating System), applications, device drivers, and various data. The HDD controller 205 controls the reading or writing of various data to the HD 204, for example, according to the control of the CPU 201. Note that the HD 204 and the HDD controller 205 are examples of storage devices provided by the computer 200.

[0038] Display 206 displays various information, such as a cursor, menu, window, text, or image. Note that display 206 may be located outside of computer 200. External device connection I / F 207 is an interface for connecting various external devices to computer 200. Network I / F 208 is an interface for connecting computer 200 to communication network 2 and communicating with other devices.

[0039] The keyboard 209 is a type of input device equipped with multiple keys for inputting characters, numbers, and various instructions. The pointing device 210 is a type of input device for selecting and executing various instructions, selecting processing targets, moving the cursor, and so on. The keyboard 209 and the pointing device 210 may be located outside the computer 200.

[0040] The DVD-RW drive 212 controls the reading or writing of various data to the DVD-RW 211, which is an example of a removable recording medium. Note that the DVD-RW 211 is not limited to DVD-RW; other recording media may also be used. The media interface 214 controls the reading or writing (storage) of data to the media 213, such as flash memory.

[0041] Microphone 221 is a built-in circuit that converts sound into electrical signals. Speaker 222 is a built-in circuit that converts electrical signals into physical vibrations to produce sounds such as music and speech. Audio input / output interface 223 is a circuit that processes the input and output of audio signals between microphone 221 and speaker 222 according to the control of CPU 201.

[0042] The CMOS sensor 224 is a type of built-in imaging means that captures an image of a subject (e.g., a self-portrait) and obtains image data according to the control of the CPU 201. The computer 200 may have other imaging means, such as a CCD (Charge Coupled Device) sensor, instead of the CMOS sensor 224. The image sensor interface 225 is a circuit that controls the driving of the CMOS sensor 224.

[0043] Bus line 215 includes an address bus, a data bus, and various control signals for electrically connecting the above-mentioned components.

[0044] (Terminal device hardware configuration) Figure 5 shows an example of the hardware configuration of a terminal device 100 according to one embodiment. Here, an example of the hardware configuration of the terminal device 100 when the terminal device 100 is an information terminal such as a smartphone or a tablet terminal will be described. Note that the terminal device 100 may also be an electronic device equipped with a computer configuration such as a video conferencing device or an IWB and online conferencing functions. Furthermore, the administrator terminal 101 may have the hardware configuration of the terminal device 100 as shown in Figure 5.

[0045] In the example shown in Figure 5, the terminal device 100 includes a CPU 401, ROM 402, RAM 403, storage device 404, CMOS sensor 405, image sensor I / F 406, acceleration / direction sensor 407, media I / F 409, GPS (Global Positioning System) receiver 410, and the like.

[0046] Of these, the CPU 401 controls the operation of the entire terminal device 100 by executing a predetermined program. The ROM 402 stores programs used to start the CPU 401, such as an IPL. The RAM 403 is used as the work area for the CPU 401. The storage device 404 is a large-capacity storage device that stores programs such as the OS and applications, and various data, and is implemented by, for example, an SSD (Solid State Drive) or flash ROM.

[0047] The CMOS sensor 405 is a type of built-in imaging means that captures an image of a subject (mainly a self-portrait) and obtains image data according to the control of the CPU 401. The terminal device 100 may have imaging means such as a CCD sensor instead of the CMOS sensor 405. The image sensor interface 406 is a circuit that controls the driving of the CMOS sensor 405. The acceleration / direction sensor 407 is a type of sensor such as an electronic magnetic compass, gyrocompass, or acceleration sensor that detects the Earth's magnetic field. The media interface 409 controls the reading or writing (storage) of data to or from the media (storage medium) 408, such as flash memory. The GPS receiver 410 receives GPS signals (positioning signals) from GPS satellites.

[0048] Furthermore, the terminal device 100 includes a long-range communication circuit 411, an antenna 411a for the long-range communication circuit 411, a CMOS sensor 412, an image sensor interface 413, a microphone 414, a speaker 415, an audio input / output interface 416, a display 417, an external device connection interface 418, a short-range communication circuit 419, an antenna 419a for the short-range communication circuit 419, and a touch panel 420.

[0049] Of these, the long-distance communication circuit 411 is a circuit that communicates with other devices, for example, via the communication network 2. The CMOS sensor 412 is a type of built-in imaging means that captures an image of a subject and obtains image data according to the control of the CPU 401. The image sensor interface 413 is a circuit that controls the driving of the CMOS sensor 412. The microphone 414 is a built-in circuit that converts sound into electrical signals. The speaker 415 is a built-in circuit that converts electrical signals into physical vibrations to produce sounds such as music and speech. The sound input / output interface 416 is a circuit that processes the input and output of sound signals between the microphone 414 and the speaker 415 according to the control of the CPU 401.

[0050] The display 417 is a type of display means, such as a liquid crystal or organic EL (electroluminescence), that displays images of the subject and various icons. The external device connection I / F 418 is an interface for connecting various external devices. The short-range communication circuit 419 includes a circuit for performing short-range wireless communication. The touch panel 420 is a type of input means that allows the user to operate the terminal device 100 by pressing the display 417.

[0051] Furthermore, the terminal device 100 is equipped with a bus line 421. The bus line 421 includes an address bus, a data bus, and the like for electrically connecting each component, such as the CPU 401 shown in Figure 5.

[0052] Note that the hardware configuration of the terminal device 100 shown in Figure 5 is just one example. The terminal device 100 may have any other hardware configuration as long as it has a computer configuration, communication circuit, display, microphone, speaker, etc.

[0053] <Functional Configuration> Next, an example of the functional configuration of the information processing system 1 will be described. Figure 6 is a diagram showing an example of the functional configuration of the information processing system 1 according to one embodiment. Here, the following explanation will be given assuming that the information processing system 1 has the system configuration shown in Figure 2.

[0054] (Functional configuration of terminal devices) The terminal device 100 achieves the functional configuration shown in Figure 6 by having the CPU 201 execute a program stored on a storage medium such as an HD204, DVD-RW211, or media 213. In the example in Figure 6, the terminal device 100 includes a communication unit 501, a conference control unit 502, an audio transmission unit 503, a display control unit 504, an operation reception unit 505, and an audio playback unit 506, etc. At least some of the above functional configurations may be implemented by hardware. Also, in Figure 6, terminal devices 100b, ... may have any functional configuration as long as they can conduct online conferences with terminal device 100a via the communication network 2 and external system 3, etc.

[0055] The communication unit 501 connects the terminal device 100 to the communication network 2 using, for example, a network interface 208, and performs communication processing to communicate with other devices such as an external system 3, an information processing device 10, or another terminal device 100.

[0056] The conference control unit 502 performs a series of processes related to online meetings, such as connecting to an online meeting, sending and receiving spoken audio (and video) of the online meeting, and inputting and outputting spoken audio (and video). The processes performed by the conference control unit 502 may be the same as those for a typical online meeting.

[0057] The audio transmission unit 503 acquires the spoken voice of a sales representative participating in a business negotiation using an online meeting, as well as the spoken voice of a customer participating in the same negotiation, and performs audio transmission processing to send it to the information processing device 10. For example, the audio transmission unit 503 acquires the voice acquired by the microphone (spoken voice of the sales representative) and the voice output from the speaker (spoken voice of the customer) from the audio input / output interface 223, etc., and transmits the acquired spoken voice (audio data) to the information processing device 10. As a result, the information processing device 10 can acquire the spoken voice of a sales representative participating in a business negotiation using any online meeting service, as well as the spoken voice of a customer.

[0058] However, the audio transmission unit 503 may also acquire the spoken voice of the sales representative and the customer from the conference control unit 502, etc., and transmit the acquired spoken voice (audio data) to the information processing device 10. The audio transmission unit 503 is implemented, for example, by the CPU 201 executing an application program (hereinafter referred to as "app") for the information processing system 1.

[0059] The display control unit 504 performs display control processing to display a screen on a display unit such as the display 206. The operation reception unit 505 performs operation reception processing to receive operations from participants in a business meeting using an input device such as the keyboard 209 or the pointing device 210. The meeting control unit 502, the display control unit 504, and the operation reception unit 505 may be implemented by, for example, a web browser provided by the terminal device 100.

[0060] The audio playback unit 506 performs audio playback processing, which outputs sound from the speaker 222 by playing sound source data.

[0061] (Functional configuration of information processing equipment) The information processing device 10 realizes the various functional configurations of the information processing device 10 as shown in Figure 6 by having the CPU 201, etc., execute a program stored on a storage medium such as HD204, DVD-RW211, or media 213. In the example in Figure 6, the information processing device 10 has a communication unit 511, an acquisition unit 512, a text data acquisition unit 513, an analysis result acquisition unit 514, a business negotiation result recording unit 515, a setting reception unit 516, a provision unit 517, a frequently asked questions creation unit 518, and a storage unit 519. At least some of the above functional configurations may be realized by hardware.

[0062] Furthermore, the memory unit 519 is implemented by storage devices such as the HD204 and HDD controller 205 shown in Figure 4.

[0063] The communication unit 511 connects the information processing device 10 to the communication network 2 using, for example, a network interface 208, and performs communication processing to communicate with other devices such as the terminal device 100, the text analysis device 5, the external system 3, and the administrator terminal 101.

[0064] The acquisition unit 512 performs an acquisition process to acquire the spoken voices (voice data) of the sales representatives and customers participating in the communication. As a specific example, if the communication is a business negotiation, the acquisition unit 512 acquires the spoken voices of the sales representatives and customers participating in the negotiation. For example, the acquisition unit 512 acquires the spoken voice of the sales representative and the spoken voice of the customer transmitted by the voice transmission unit 503 of the terminal device 100a used by the sales representative.

[0065] The text data acquisition unit 513 acquires text data based on the spoken voices (audio data) of the sales representative and the customer acquired by the acquisition unit 512. First, the text data acquisition unit 513 synthesizes the spoken voices of the sales representative and the customer acquired by the acquisition unit 512 and performs a conversation voice creation process to create a conversation voice that includes the spoken voices of the sales representative and the customer. Then, the text data acquisition unit 513 performs existing speech recognition processing to convert the spoken voice into text data. Alternatively, the text data may be obtained by separately recognizing the spoken voices of the sales representative and the customer. In this case, text data related to the spoken voice of the sales representative and text data related to the spoken voice of the customer are generated as text data for a single business negotiation. Therefore, the speaker of the text data is identified. The text data acquisition unit 513 may perform speech recognition itself, or it may request speech recognition from an external speech recognition server and acquire text data as a response.

[0066] The analysis result acquisition unit 514 requests the text analysis device 5 to analyze the text data along with definitions and prompts by calling the API exposed by the text analysis device 5, and in response, it acquires the opportunity analysis results and lead quality from the text analysis device 5.

[0067] The sales negotiation result recording unit 515 records the acquired sales negotiation results and lead quality. The sales negotiation result recording unit 515 assigns a sales negotiation analysis result ID and stores the sales negotiation results in the analysis result storage unit 532, and the lead quality in the lead information storage unit 533.

[0068] The configuration reception unit 516 accepts various settings from administrators and sales representatives. In this embodiment, one of the settings is the sales opportunity definition and the lead definition, which will be described later. The configuration reception unit 516 may also accept prompts.

[0069] The provisioning unit 517 performs a provisioning process to provide a sales opportunity analysis results display screen and a sales opportunity list screen. For example, upon request from the administrator terminal 101, the provisioning unit 517 displays the sales opportunity analysis results display screen and the sales opportunity list screen on the administrator terminal 101, etc. The provisioning unit 517 may send the URLs of the sales opportunity analysis results display screen and the sales opportunity list screen to the administrator terminal 101 by email or other means, or by SNS or other means. The provisioning unit 517 may send the sales opportunity analysis results and lead quality to the administrator terminal 101 by email or other means, or by SNS or other means. The sales opportunity analysis results and lead quality may be created upon request from a sales representative or administrator, or they may be created automatically at a predetermined time. The provisioning unit 517 may print the sales opportunity analysis results and lead quality using a printing device.

[0070] The Frequently Asked Questions (FAQ) creation unit 518 creates FAQ information using the accumulated sales negotiation text data and the text analysis device 5. The FAQ information includes frequently asked questions and their answers. FAQ information is sometimes referred to as "FAQ." "FAQ" is an abbreviation for "Frequently Asked Questions," meaning "questions that are frequently asked." It is preferable that the sales negotiation text data used is text data that has received a certain level of evaluation in the sales negotiation analysis results. Alternatively, it is preferable that the manager selects a high-performing sales representative, and the sales negotiation text data of that sales representative is used.

[0071] The memory unit 519 stores various information, data, and programs, such as spoken audio acquired by the acquisition unit 512, one or more text data acquired by the text data acquisition unit 513, sales negotiation analysis results, and lead quality.

[0072] (Administrator terminal function configuration) The administrator terminal 101 implements the various functional configurations of the administrator terminal 101 as shown in Figure 6 by having the CPU 201 execute a program stored on a storage medium such as HD204, DVD-RW211, or media 213. In the example in Figure 6, the administrator terminal 101 has a functional configuration including a communication unit 521, a display control unit 522, an operation reception unit 523, and an audio playback unit 524. At least some of the above functional configurations may be implemented by hardware.

[0073] The communication unit 521 connects the administrator terminal 101 to the communication network 2 using, for example, a network interface 208, and performs communication processing to communicate with other devices, such as the information processing device 10.

[0074] The display control unit 522 performs display control processing, for example, to display a display screen provided by the information processing device 10, etc., on a display unit such as the display 206. The operation reception unit 523 performs operation reception processing, for example, to receive operations from an administrator or the like on the display screen displayed by the display control unit 522. The display control unit 522 and the operation reception unit 523 may be implemented, for example, by a web browser provided on the administrator terminal 101. For example, the administrator terminal 101 may be a general-purpose information terminal equipped with a web browser.

[0075] The audio playback unit 524 performs audio playback processing, which outputs sound from the speaker 222 by playing sound source data.

[0076] Note that the functional configuration of the information processing system 1 shown in Figure 6 is just one example. For example, the functions of the external system 3 may be provided by the information processing device 10. Also, at least a part of the functional configuration of the information processing device 10 may be provided by the terminal device 100 or the administrator terminal 101, etc. Furthermore, at least a part of the functional configuration of the terminal device 100 may be provided by the information processing device 10 or the external system 3, etc. In short, each functional configuration of the information processing system 1 shown in Figure 6 may be provided by any of the devices included in the information processing system 1.

[0077] (Business negotiation information storage unit 531) Figure 7 shows an example of sales negotiation information stored in the sales negotiation information storage unit 531. The sales negotiation information contains information about sales negotiations conducted by sales representatives. • The Opportunity ID field contains unique identification information that identifies the opportunity. • The sales representative section will list the sales representatives who have communicated with customers for the purpose of business negotiations. The "Meeting Date and Time" field will contain the start and end dates and times of the meeting. • The customer information fields include the name of the company and the name of the contact person involved in the business negotiation. The "Deal Analysis Result ID" field contains unique identification information that identifies the deal analysis result, which is the result of analyzing the deal in question. Multiple deal analysis result IDs may be associated with a single deal. For example, if analysis is performed using different deal definitions, multiple deal analysis result IDs may be registered. The "Data URL" field will contain the URLs for the video and audio recordings of the business meeting, as well as the URLs for the text data obtained through speech recognition. • The self-evaluation section includes an N-level evaluation of the sales negotiation (subjective good or bad) entered by the sales representative. The "Deal Type" field specifies the type of deal selected from the list. The deal type can be changed depending on the customer's industry, etc. For example, the deal type can be determined by the size of the funds the customer is handling. Additionally, the deal type can be arbitrarily set based on factors such as company size and product / service. The "Order Received" item indicates whether or not the deal ultimately resulted in an order being received. For example, "Success" indicates that an order was received, while "Failure" indicates that an order was not received (e.g., purchase of a competitor's product, budget cuts).

[0078] (Analysis result storage unit 532) Figure 8 shows an example of a sales opportunity analysis result stored in the analysis result storage unit 532. The sales opportunity analysis result is the result of analyzing a sales opportunity and is stored in association with a sales opportunity analysis result ID.

[0079] The Deal Analysis Result ID is an identifier that uniquely identifies the deal analysis result, which is the result of analyzing the deal in question. The Deal Definition is an identifier that identifies the deal definition used to evaluate the deal in question.

[0080] • The evaluation criteria for a business negotiation include evaluations based on the business negotiation definition. Specifically, the evaluation is based on an N-level scale to determine whether the negotiation was conducted in accordance with the business negotiation definition. The following is an example. S: Excellent achievement A: Slightly above average B: Meets the standard requirements C: Achievement is somewhat insufficient. D: Not achieved at all • The "Challenges During Negotiation" section includes the reasons why the text analysis device 5 determined the above evaluation based on the text data, negotiation definitions, and prompts. An example is shown in Figure 19.

[0081] • The "Issue Location" field contains the locations where issues were extracted during the analysis by the text analysis device 5. These locations are identified by the time elapsed since the start of the business negotiation. Since there are usually multiple issue locations, they are identified by the "Issue ID." The "Issue Details" field contains the specific details of the issues generated by the text analysis device 5. The "Issue Details" field may also be the text data itself.

[0082] The solution section contains the improvements for each individual problem area generated by the text analysis device 5.

[0083] Below the FAQ section are the results of a sales negotiation analysis regarding whether sales representatives are responding according to the frequently asked questions information. The content of each item is the same as the sales negotiation analysis results other than the frequently asked questions information.

[0084] • The evaluation criteria for a business opportunity will be based on frequently asked questions from the business opportunity definition.

[0085] • The "Issues During Negotiation" section includes the reasons why the negotiation's evaluation was determined in that way. For example, the "Issues During Negotiation" section may include comments on whether the negotiation as a whole followed the frequently asked questions information guidelines.

[0086] • The "issue area" item is set to the customer's question (Q in the diagram) that the text analysis device 5 determined was not answered in accordance with the frequently asked questions information. Issue areas are identified by the time elapsed since the start of the business negotiation. Also, since there are usually multiple issue areas, they are identified by the issue ID. The questions in the issue areas are those that the text analysis device 5 extracted from the text data and that match the questions registered in the frequently asked questions information. The "Solution" field contains the sales representative's response, extracted from the text data by the text analysis device 5. Additionally, the "Solution" field contains a model answer. The model answer is a response to a customer question from the frequently asked questions section.

[0087] (Read information storage unit 533) Figure 9 shows an example of lead information stored in the lead information storage unit 533. The lead information includes lead quality determined by the text analysis device 5 based on text data, deal definitions, and prompts, and is stored in association with the deal analysis result ID. • The "Deal Analysis Result ID" field contains unique identification information that identifies the deal analysis result, which is the result of analyzing the deal in question. • The Lead Definition field contains identification information that identifies the definition used to determine the lead quality of the opportunity. • The Lead Quality item is set to the lead quality of the deal as determined by the text analysis device 5 based on the content of the business negotiation. Lead quality can be set to, for example, cold, hot, or neither. Lead quality may also be expressed as a percentage, on an N scale, that is expected to result in an order. The "Reason" field contains the reason for the lead quality determination. The text analysis device 5 returns the lead quality along with the reason for that determination to the information processing device 10. The reason is the identification information (item number in the diagram) of the corresponding lead definition. The reason also records how much time has passed since the start of the business negotiation that the text data used to determine the lead quality was detected. Based on the elapsed time, the information processing device 10 can identify the spoken audio and text data used to determine the lead quality.

[0088] (Frequently Asked Questions, Section 534) Figure 10 shows an example of frequently asked questions (FAQ) information stored in the FAQ memory unit 534. The FAQ information consists of frequently asked questions and their answers, created by the text analysis device 5 using text data accumulated from past business negotiations.

[0089] Furthermore, the frequently asked questions information does not necessarily have to be created by the text analysis device 5. For example, it could be created by a human reading text data accumulated from past business negotiations, or it could be created by collecting questions asked by a human to the text analysis device 5 and the answers from the text analysis device 5.

[0090] <About definitions and prompts> Next, we will explain the lead definition and prompt that the analysis result acquisition unit 514 transmits when acquiring lead quality information from the text analysis device 5. Note that the lead definition may be included in the prompt, or the prompt may be included in the lead definition; there is no need to strictly distinguish between the two. The prompt is fixed, while the lead definition can be set by the system administrator, sales representative, or manager.

[0091] Figure 11(a) shows an example of a lead definition. A lead definition includes definitions for cold leads and hot leads. Only one of the definitions may be included. For example, an administrator may set only a lead definition for cold leads and have opportunities that do not meet that definition be considered hot leads. Alternatively, an administrator may set only a lead definition for hot leads and have opportunities that do not meet that definition be considered cold leads.

[0092] Definition of cold leads (1) Purpose of information gathering (2) No immediate hiring plans Definition of a hot read (1) Under consideration of competing services (2) Concerns only regarding price Thus, a cold lead is defined as a statement that suggests a low probability of securing an order, while a hot lead is defined as a statement that suggests a high probability of securing an order.

[0093] The text analysis device 5 determines the lead quality of the business opportunity based on these definitions and prompts.

[0094] Figure 11(b) shows an example of a sales negotiation definition. A sales negotiation definition is a definition of statements made to evaluate a sales negotiation, and as an example, it defines a bad sales negotiation. "Bad" refers to statements that hinder the order of the product. In other words, it refers to a sales negotiation in which the parties do not achieve the expected result (for example, the product is not sold). A sales negotiation definition may also define a good sales negotiation. In addition, it may define whether a good relationship has been built with the customer, whether the required information has been obtained, whether the required actions have been promised, etc. 1. Poor listening skills "A bad business deal is one where you don't hear the ultimate goal (higher objective) that can be understood by digging deeper, rather than just the superficial, specific objectives." 2. Poor ability to address concerns. "If the sales team fails to adequately address or follow up on any issues raised by the client, it's a bad deal." Thus, the sales negotiation definition defines statements that hinder the sale of an order (bad statements). The text analysis device 5 generates sales negotiation analysis results by performing sales negotiation analysis based on these sales negotiation definitions and prompts.

[0095] 3. Are the questions and answers being handled according to the FAQ? "Are you able to answer questions according to the FAQ you've prepared? If not, it's a bad deal." "According to the FAQ" means whether the customer's question was answered in accordance with frequently asked questions information. The text analysis device 5 generates the opportunity analysis results by performing opportunity analysis based on such opportunity definitions and prompts.

[0096] Furthermore, as shown in Figure 12, lead definitions may be switched for each opportunity type. Figure 12 shows an example of the correspondence between opportunity types and lead definitions. In Figure 12, opportunity types are categorized by annual sales, but they may also be categorized by other factors such as product type or company size. It is preferable that lead definitions appropriate to the opportunity type be set. For example, in Figure 12, let's assume annual sales X > annual sales Y. In this case, the lead definition for annual sales X (hot lead definition) and the lead definition for annual sales Y (hot lead definition) are set as follows, as an example. Annual sales X: "The price of over 10 million yen is a concern." Annual sales Y: "The price of over 5 million yen is a concern." By setting the price threshold for the merchandise to correspond to annual sales, the text analysis device 5 can more easily determine whether a lead is a hot lead or a cold lead. When switching lead definitions for each opportunity type, the analysis result acquisition unit 514 obtains the opportunity type from the opportunity information and transmits the lead definition associated with the opportunity type to the text analysis device 5.

[0097] A prompt is an input sentence or question used to give instructions to artificial intelligence (AI) or a computer. The prompt determines how the text analysis device 5 responds. The clearer and more detailed the prompt, the more accurate and relevant the response obtained from the text analysis device 5 will be.

[0098] The lead quality determination prompt in this embodiment includes, for example, a procedure for determining lead quality based on the definitions of hot leads and cold leads (e.g., which definition to prioritize). The lead quality determination prompt includes a request to determine lead quality based on customer text data. There are two types of opportunity evaluation prompts: an overall opportunity evaluation prompt and an FAQ evaluation prompt. The overall opportunity evaluation prompt includes the ratio of the number of items met to the total number of items in the opportunity definition, and the position of that ratio in the N-level evaluation. The overall opportunity evaluation prompt includes a request to create an opportunity analysis result based on the sales representative's text data. The FAQ evaluation prompt includes the ratio of the number of items met to the total number of items in the opportunity definition (items related to FAQs), and the position of that ratio in the N-level evaluation. The FAQ evaluation prompt includes a request to create an opportunity analysis result based on the sales representative's and customer's text data. In addition, the frequently asked questions information in Figure 10 is also transmitted to the text analysis device 5 along with the FAQ evaluation prompt.

[0099] <How to create frequently asked questions information> Figure 13 illustrates the process for creating frequently asked questions (FAQ) information. As shown in Figure 13, FAQ information is created in the following manner. S-1: The text data acquisition unit 513 of the information processing device 10 converts spoken audio during a business negotiation into text data. S-2: The frequently asked questions (FAQ) generation unit 518 of the information processing device 10 requests the text analysis device 5 to extract questions and answers from the text data. At this time, the FAQ generation unit 518 requests that the questions be ordered in descending order of the number of occurrences of the same question. S-3: The Frequently Asked Questions (FAQ) creation unit 518 selects questions and their answers that appear in a certain order or in a certain number of the same questions to be included in the FAQ information. If different answers are found for the same question, the FAQ creation unit 518 may request the text analysis device 5 to merge the different answers, or it may associate multiple answers with a single question.

[0100] Furthermore, the Frequently Asked Questions (FAQ) section 518 should add a note such as "Confirmation Required" to questions that only have one answer. When administrators review FAQ information, they can focus on checking questions and answers that have been marked "Confirmation Required."

[0101] <Processing flow> Next, the processing flow of the information processing method according to this embodiment will be described.

[0102] (Overall processing of Information Processing System 1) Figure 14 is a sequence diagram illustrating the process flow by which the information processing system 1 creates business negotiation analysis results from spoken audio.

[0103] S1, S3: The terminal device 100 used by the sales representative (for example, terminal device 100a) participates in a business negotiation using the same online conference as the terminal device used by the customer (for example, terminal device 100b), and is in a state where at least voice conversation is possible. The conference control unit 502 of terminal device 100a connects to a URL obtained from the external system 3. The conference control unit 502 of terminal device 100b also connects to the same URL. This enables online conferencing between terminal devices 100a and 100b. The communication unit 501 of terminal device 100a transmits video data and spoken audio to the external system 3. The communication unit 501 of terminal device 100b transmits video data and spoken audio to the external system 3. Note that video data does not necessarily have to be transmitted or received. Therefore, the spoken audio is separated into the sales representative's voice and the customer's voice.

[0104] S2, S4: External system 3 receives video data and spoken audio from terminal device 100a. External system 3 transmits video data and spoken audio to terminal device 100b. External system 3 receives video data and spoken audio from terminal device 100b. External system 3 transmits video data and spoken audio to terminal device 100a. Terminal devices 100a and 100b repeat steps S1 to S4.

[0105] S5: The audio transmission unit 503 of the terminal device 100a transmits the voice of the sales representative and the voice of the customer participating in the same business negotiation to the information processing device 10. The process in step S5 will be explained in detail in Figure 15. The audio transmission unit 503 may also transmit video data.

[0106] S6: The communication unit 511 of the information processing device 10 receives the spoken voice of the sales representative and the spoken voice of the customer participating in the same business negotiation. If video data is transmitted, the communication unit 511 also receives the video data. The text data acquisition unit 513 performs speech recognition on these spoken voices and acquires text data. The text data is associated with the sales representative or customer in its entirety, by length divided by silent time, or by predetermined length intervals. The text data acquisition unit 513 stores the text data and spoken voice in the storage unit 519. Video data may be stored together with the audio data as recorded video data.

[0107] The amount of text data gradually increases as the online meeting (business negotiation) progresses. The memory unit 519 stores one text data entry for each business negotiation. Furthermore, if another business negotiation takes place, text data corresponding to that negotiation is stored in the memory unit.

[0108] S7: Opportunity analysis and lead quality assessment may be performed automatically or by instruction from the administrator. Furthermore, when an opportunity ends, the information processing device 10 may notify the administrator terminal 101 via email or push notification that the opportunity has ended. The administrator can then check the notification and perform opportunity analysis and lead quality assessment for any opportunities where they wish to review the analysis results and lead quality.

[0109] If instructed by the administrator, the administrator connects the administrator terminal 101 to the information processing device 10 and performs opportunity analysis and lead quality assessment. At or before this time, the administrator (which may be a system-side representative or a sales representative) can set the opportunity definitions and lead definitions to be used for opportunity analysis and lead quality assessment. The administrator may enter new definitions or select existing definitions. The default opportunity definitions and lead definitions may also be used. The setting reception unit 516 accepts the settings for the opportunity definitions and lead definitions.

[0110] S8: The analysis result acquisition unit 514 of the information processing device 10 requests the text analysis device 5 to perform a sales opportunity analysis and lead quality judgment. In this embodiment, for the sake of explanation, the sales opportunity analysis and lead quality judgment are requested in the same step, but it is not a problem if they are requested at different times. The sales opportunity analysis request includes text data accumulated for each online meeting, a sales opportunity definition, frequently asked questions information, and a prompt for evaluating the sales opportunity. The prompt for overall sales opportunity evaluation may include a statement that the analysis should focus on the sales representative's spoken voice. The prompt for FAQ evaluation may include a statement that the analysis should focus on the spoken voice of the sales representative and the customer. The lead quality judgment request includes text data accumulated for each online meeting (the text data only needs to be sent once), a lead definition, and a prompt for judging lead quality. The prompt for judging lead quality may include a statement that the analysis should focus on the customer's spoken voice.

[0111] Furthermore, the analysis result acquisition unit 514 may acquire the lead definition associated with the business opportunity type and transmit it to the text analysis device 5.

[0112] The analysis result acquisition unit 514 may request a sales opportunity analysis and a lead quality assessment at the following times. Note that the sales opportunity analysis request and the lead quality assessment request may be sent at different times. • Each time an online meeting ends In this case, the information processing device 10 is suitable for generating sales negotiation analysis results early. For example, it can be used by sales representatives for daily reports, etc. Also, managers can provide early guidance to sales representatives. • At regular intervals (for example, every day, every three days, every week, every two weeks, etc.) In this case, the information processing device 10 can obtain negotiation analysis results and lead quality information from negotiations conducted over a certain period. Administrators can review the negotiation analysis results and lead quality information for relatively unimportant negotiations at their convenience. Furthermore, sales representatives can use this information for weekly or monthly reports, for example. • After a certain number of business deals are completed (for example, a reasonable number such as 3 to 10 is pre-set) In this case, the information processing device 10 can always obtain deal analysis results and lead quality information for a fixed number of deals. - When requested from the administrator terminal 101 or the sales representative's terminal device 100 In this case, for example, a manager can obtain opportunity analysis results and lead quality information at any time they want to check the results of opportunity analysis for important deals or deals conducted by sales representatives they are supervising. Furthermore, a manager can arbitrarily select multiple opportunities and obtain opportunity analysis results and lead quality information for each.

[0113] S9: The analysis result acquisition unit 514 of the information processing device 10 receives the opportunity analysis result and lead quality information as a response to the opportunity analysis request and the lead quality judgment request. The opportunity analysis result and lead quality information are created for each opportunity. At this time, the opportunity analysis result includes the information shown in Figure 8. The lead quality information includes the information shown in Figure 9. The opportunity result recording unit 515 assigns an opportunity analysis result ID. The opportunity result recording unit 515 also assigns a reference ID to the problem areas where the content of a bad opportunity was detected and saves the opportunity analysis result to the analysis result storage unit 532. The opportunity result recording unit 515 saves the lead quality information to the lead information storage unit 533.

[0114] S10: The information processing unit 517 of the information processing device 10 creates a sales opportunity analysis results display screen for displaying sales opportunity analysis results and a sales opportunity list screen for displaying lead quality. In this case, it is assumed that a web application or native application is running on the administrator terminal 101, and the sales opportunity analysis results and lead quality are created based on instructions from the administrator terminal. As described above, the sales opportunity analysis results display screen and the sales opportunity list screen are not necessarily sent in the same step, and each screen is displayed according to screen transitions in response to user operations. The information processing unit 517 may also send the URLs of the sales opportunity analysis results display screen and the sales opportunity list screen to the administrator terminal 101. Alternatively, the information processing unit 517 may create the sales opportunity analysis results and lead quality information as a PDF file or the like, and notify the administrator terminal 101 of the file itself or the URL via email or push notification.

[0115] S11: The communication unit 511 of the information processing device 10 transmits screen information of the sales opportunity analysis results display screen and the sales opportunity list screen to the administrator terminal 101. Screen information of either the sales opportunity analysis results display screen or the sales opportunity list screen may be transmitted. In this case, screen information of the sales opportunity analysis results display screen and the sales opportunity list screen are transmitted, but they are not displayed simultaneously. For example, the screen may transition from the sales opportunity list screen to the sales opportunity analysis results display screen.

[0116] S12: The communication unit 521 of the administrator terminal 101 receives screen information for the business negotiation analysis results display screen and the business negotiation list screen, and the display control unit 522 displays the business negotiation list screen and the business negotiation analysis results display screen on the display 417 (see Figures 17 and 19).

[0117] (Processing by terminal device) Figure 15 is a flowchart illustrating an example of the processing performed by the terminal device 100a in step S5 of Figure 14.

[0118] In step S21, when the operation reception unit 505 receives an operation to start recording spoken voice, the terminal device 100 executes the processes from step S22 onward.

[0119] Figure 16 shows an example of the operation screen of a terminal device according to one embodiment. The terminal device 100 can display an operation screen such as that shown in Figure 16(a) or Figure 16(b) by executing an application corresponding to the information processing system 1. In addition, participants in a business negotiation can start recording their spoken voice by selecting the "Record" button 811 on the operation screen 810, such as that shown in Figure 16(a).

[0120] In step S22, the voice transmission unit 503 acquires the voices of the sales representatives participating in the business negotiation and the voices of the customers participating in the same business negotiation, and starts a voice transmission process to send the acquired voices to the information processing device 10.

[0121] In step S23, the operation reception unit 505 determines whether or not it has received a request to stop recording. If a participant selects the "Record" button 811 on the operation screen 810 as shown in Figure 16(a), the terminal device 100 displays, for example, the operation screen 820 as shown in Figure 16(b). The participant can also stop recording by selecting the "Stop" button 821 on the operation screen 820 as shown in Figure 16(b).

[0122] If the operation to stop recording is received, the operation reception unit 505 proceeds to step S24. On the other hand, if the operation to stop recording is not received, the operation reception unit 505 repeatedly executes the process in step S23, for example.

[0123] When the process moves to step S24, the voice transmission unit 503 stops or terminates the process of transmitting the spoken voice. Through the process shown in Figure 15, the terminal device 100 can transmit the spoken voices of the sales representative and the customer to the information processing device 10.

[0124] <Example of a business negotiation list screen> Figure 17 shows an example of a sales opportunity list screen displayed by the administrator terminal 101 or the sales representative's terminal device 100. The sales opportunity list screen 600 displays sales opportunity information and lead quality, etc., for multiple sales opportunities on a single screen, with each opportunity representing one record. The column for "Date and Time 602" displays the date and time the business negotiation took place. • Column 603 of the sales opportunity report displays a button to transition to the sales opportunity analysis results screen. Icon 614 indicates that the evaluation of the sales opportunity analysis results is below a certain level (e.g., C, D or below). The "Title 604" column displays the meeting name and agenda for the online meeting. The "Lead Quality 605" column displays the lead quality determined by the text analysis device 5. "Hot" and "Cold" in the lead quality column indicate whether or not there is a prospect of securing the order, respectively. The lead quality could also represent the probability of securing the order. The column for Client Company 606 displays the name of the client company. The column for Client Contact Person 607 displays the name of the client's contact person. The column for "Responsible Person 608" displays the name of the sales representative. The column for rating 609 displays the self-assessment entered by the sales representative. The "Opportunity Type 610" column displays the opportunity type for that opportunity as entered by the sales representative. The column for Order 611 displays the success, failure, and incomplete status of the order entered by the sales representative.

[0125] Note that search field 601 is for entering the search key for each column.

[0126] Figure 17 displays the lead quality 605 for each opportunity, and sales representatives are required to close every deal that is identified as a hot lead. First, managers allocate the time and effort of sales representatives to deals identified as hot leads. Furthermore, managers can determine that they should provide guidance to sales representatives if a deal identified as a hot lead fails to close. For this reason, hot leads that failed to close are highlighted in Figure 17. In Figure 17, hot leads that failed to close are highlighted with a background color such as red 612. The entire record may also be highlighted. Therefore, managers can identify deals that require guidance from among many opportunities and provide appropriate guidance to sales representatives.

[0127] Furthermore, when an administrator or sales representative hovers over or clicks on an opportunity in, for example, the Lead Quality 605 column, the reason 613 for that lead quality is displayed in a pop-up window. A column for Reason 613 may also exist. Reason 613 indicates which of the multiple items in the lead definition the lead corresponds to.

[0128] In addition, the 600-screen list of business opportunities is organized by sales representative. The ratio of hot leads to the total number of deals, The ratio of cold leads to the total number of deals, The ratio of successful orders to the total number of hot leads, The ratio of failed orders to the total number of hot leads, The ratio of successful orders to the total number of cold leads, The ratio of failed orders to the total number of cold leads may also be displayed. The opportunity list screen 600 may display such statistics by opportunity type, department, company as a whole, etc.

[0129] Furthermore, lead quality 605 or its URL may be notified to the appointment setter via email or other means. The appointment setter can prioritize scheduling appointments for hot leads over cold leads.

[0130] When an administrator or sales representative clicks on any opportunity in column 603 of the opportunity report, the screen transitions from the opportunity list screen 600 to the opportunity report screen 640 shown in Figure 18. Alternatively, the opportunity list screen 600 may transition directly to the opportunity analysis results display screen 630 shown in Figure 19 without going through the opportunity report screen 640.

[0131] Figure 18 is an excerpt of the sales opportunity report screen 640 displayed on the administrator terminal 101 or the sales representative's terminal device 100. The sales opportunity report screen 640 is a screen that displays reports related to sales opportunities, including an overview of the sales opportunity and its results.

[0132] The sales opportunity report screen 640 has an analysis results button 641 for transitioning to the sales opportunity analysis results display screen. The analysis results button 641 also displays an icon 642, which indicates that the evaluation of the sales opportunity analysis results is below a certain level (for example, C, D or below).

[0133] Furthermore, the sales negotiation report screen 640 also displays bibliographic information 643 and a summary focusing on the spoken words 644. The summary focusing on the spoken words 644 is a summary of the sales negotiation generated by the text analysis device 5 by analyzing the text data, and is associated with the elapsed time since the start of the sales negotiation. When any summary focusing on the spoken words 644 is pressed, the administrator terminal 101 or the sales representative's terminal device 100 displays the text data that formed the basis of the summary focusing on the spoken words 644, and the audio playback units 506 and 524 automatically play the spoken audio corresponding to the text data.

[0134] <Opportunity analysis results display screen> Figure 19 shows an example of a sales opportunity analysis results display screen 630 displayed on the administrator terminal 101 or the sales representative's terminal device 100. The sales opportunity analysis results display screen 630 displays the following information on a single screen. • 631 business negotiation ratings • 632 challenges during business negotiations • Issue 633 ·Solution 634 All of this information is stored in the analysis result storage unit 532 and is included in the sales negotiation analysis results created by the text analysis device 5. The manager can check the evaluation of the sales negotiation 631 to grasp the overall evaluation, and can also understand the reasons for that evaluation from the issues 632 during the sales negotiation. In addition, the manager can check the specific issues and their solutions 634 from the issue locations 633. When the manager presses the issue location 633 or the solution 634, the text data that formed the basis for judging the issue location 633 as an issue is displayed, and the audio playback units 506 and 524 automatically play the spoken audio corresponding to the text data (see Figure 21). The manager and sales representatives can view the text data that formed the basis of the judgment and check the actual spoken audio.

[0135] Figure 20 shows a sales opportunity analysis results display screen 650, which is displayed on the administrator terminal 101 or the sales representative's terminal device 100, and is based on frequently asked questions information. The sales opportunity analysis results display screen 650 in Figure 20 may be accessed by a predetermined operation from the sales opportunity analysis results display screen 630, or it may be the second page of the sales opportunity analysis results display screen 630, etc. The sales opportunity analysis results display screen 650 in Figure 20 may also be displayed as part of the sales opportunity analysis results display screen 630 in Figure 19. The sales opportunity analysis results display screen 650 displays the following content on one screen. • 651 business opportunities evaluated based on frequently asked questions. • 652 issues identified during negotiations based on frequently asked questions. • 654 responses from sales representatives identified as having issues based on frequently asked questions. Customer question 653 corresponding to sales representative's response 654 ·Model answer 655 All of this information is stored in the analysis result storage unit 532 and is included in the sales negotiation analysis results created by the text analysis device 5. The manager checks the sales negotiation evaluation 651 to understand whether the answers are in accordance with the frequently asked questions information. The manager can understand the reasons for that evaluation based on the issues 652 during the sales negotiation.

[0136] Customer question 653 matches a question that can be considered to be a match in the frequently asked questions (FAQ) information. The text analysis device 5 searches the FAQ information for customer question 653, identifies the correct answer, and compares it with the sales representative's answer in the text data. If there is no match, the text analysis device 5 determines that the sales representative's answer that does not match is an area for improvement. Thus, the sales representative's answer 654 is the sales representative's answer that did not match the correct answer in the FAQ information.

[0137] Model answer 655 is the correct answer in the frequently asked questions section. For example, a sales representative can check model answer 655 to identify an incorrect answer they provided.

[0138] For example, when an administrator or sales representative presses a customer question 653 or a sales representative's answer 654, the administrator terminal 101 or the sales representative's terminal device 100 displays the pressed customer question 653 or sales representative's answer 654 in the chronologically displayed text data of the business negotiation (see Figure 21). In addition, the audio playback units 506 and 524 automatically play the spoken audio corresponding to the customer question 653 or the sales representative's answer 654. In this way, administrators and sales representatives can view the customer question 653 or the sales representative's answer 654 and confirm the actual spoken audio.

[0139] <Automatic display of text and playback of spoken audio when transitioning from the sales negotiation report or sales negotiation analysis results screen.> When the summary 644 focusing on the statement in Figure 18, the problem area 633 or solution 634 in Figure 19, or the customer's question 653 or the sales representative's answer 654 in Figure 20 is pressed, the administrator terminal 101 or the sales representative's terminal device 100 displays the corresponding text data and automatically plays the spoken audio corresponding to the text data. The following explanation assumes that the problem area 633 or solution 634 in Figure 19 has been pressed.

[0140] Figure 21 shows an example of a text display screen 700 displayed by the administrator terminal 101 or the sales representative's terminal device 100. The text display screen 700 in Figure 21 includes time-series conversation information 311, negotiation results 312, lead quality column 313, and utterance timeline 314. The time-series conversation information 311 displays the volume 316 when the salesperson spoke, the volume 317 when the customer spoke, and the conversation ratio 318, corresponding to the elapsed time since the start of the business negotiation. The conversation ratio 318 is the ratio (moving average) of the customer's speaking time to the salesperson's speaking time in the most recent fixed period (e.g., 1 minute).

[0141] The time-series conversation information 311 has the time at which the spoken audio was uttered on the horizontal axis. The display control unit 504 of the administrator terminal 101 or the sales representative's terminal device 100 highlights the same time in frame 322 as the text data that formed the basis for the problem area 633 or solution 634 in Figure 19. In the example in Figure 21, the time "02:00" is highlighted in frame 322, and in the speech timeline 314 described later, the time "02:00" is also highlighted in frame 315. "02:00" is the elapsed time from the start of the business negotiation. The highlighting may be done by changing the color of the text, the boldness of the text, the font, the background color, etc. Furthermore, the administrator terminal 101 or the sales representative's terminal device 100 automatically plays the spoken audio at the time "02:00" from the speaker. Therefore, administrators, etc., can check the text data and spoken audio that formed the basis for the problem area 633 in Figure 19. Administrators can also press a button to select a time and start playback from that point.

[0142] Furthermore, the time-series conversation information 311 displays time-series video data 319. The time-series video data 319 consists of still images periodically extracted from video data recorded during the business negotiation, or still images taken immediately after content changes. The time-series video data 319 may also allow for playback of the video data itself.

[0143] • The negotiation result 312 displays information related to the outcome of the negotiation, such as negotiation details entered by the sales representative and materials obtained during the negotiation.

[0144] • The Lead Quality column 313 displays the lead quality information determined for the deal in question. The Lead Quality column 313 displays the lead definition, lead quality, reason, and elapsed time, as shown in Figure 9.

[0145] The speech timeline 314 displays the text data, converted by speech recognition, of what the customer and sales representative said, in chronological order. The text data is displayed in correspondence with the elapsed time since the start of the business negotiation. In addition, the voice data of the customer and sales representative is acquired separately according to the input terminal devices 100a and 100b, so it is possible to identify whether the speaker is a sales representative or a customer. Therefore, each statement is associated with either the customer or the sales representative.

[0146] In the speech timeline 314, the text data that formed the basis for issue 633 or solution 634 in Figure 19 is enclosed in a frame 315. Administrators can easily identify the text data that formed the basis for issue 633 or solution 634 in Figure 19.

[0147] Similarly, when the summary 644 focusing on the statement in Figure 18 is pressed, the time and text data are highlighted in a frame, and the spoken audio that formed the basis of the summary 644 focusing on the statement is automatically played. The same applies when the customer's question 653 or the sales representative's answer 654 in Figure 20 is pressed, but in this case, the question and answer are highlighted together, and the spoken audio corresponding to the question and the spoken audio corresponding to the answer are automatically played.

[0148] <Main effects> The information processing system 1 of this embodiment can immediately evaluate the content of a business negotiation based on definitions once the negotiation is completed. Because the information processing system 1 evaluates based on definitions, it can evaluate objectively and uniformly according to the purpose of the evaluation. Managers can provide guidance to sales representatives early on to avoid missing business opportunities. This makes it possible to raise the overall level of the sales department. Since issues and solutions are associated with recorded speech and text data, managers can provide guidance while listening to the audio data of parts of the negotiation that need improvement.

[0149] <Supplement> Although embodiments of the present invention have been described above, the present invention is not limited to these specific embodiments, and various modifications and applications are possible within the scope of the gist of the present invention as described in the claims.

[0150] For example, in this embodiment, the information processing device 10 acquires the sales opportunity analysis results and lead quality information from the text analysis device 5, but the administrator terminal 101 may acquire the sales opportunity analysis results and lead quality information from the text analysis device 5.

[0151] In this case, as shown in Figure 22, the administrator terminal 101 has some of the functions of the information processing device 10. Figure 22 is a diagram showing a modified example of the functional configuration of the information processing system 1. The administrator terminal 101 has the functions of the information processing device 10 shown in Figure 6: a text data acquisition unit 513, an analysis result acquisition unit 514, a sales negotiation result recording unit 515, a setting reception unit 516, a provision unit 517, and a frequently asked questions creation unit 518. The sales negotiation result recording unit 515 transmits the sales negotiation analysis results and lead quality acquired from the text analysis device 5 to the information processing device 10 via the communication unit 501. The frequently asked questions creation unit 518 transmits frequently asked questions information created using the text analysis device 5 to the information processing device 10 via the communication unit 501. The administrator terminal 101 may also have a copy of the storage unit 519. Similar to Figure 22, the sales representative's terminal device 100 may also have some of the functions of the information processing device 10.

[0152] Furthermore, although this embodiment describes an online business negotiation as an example, the negotiation may also be conducted in person. In this case, the meeting device for the negotiation records the spoken audio and video. The meeting device should preferably be able to capture 360 ​​degrees horizontally. The meeting device determines whether the spoken audio belongs to the customer or the sales representative by detecting the direction of the audio. For example, the meeting device may be set up so that the customer is facing the device and the sales representative is on the opposite side. Alternatively, the sales representative may connect their terminal device 100 to the meeting device and set who is in which direction on the application screen.

[0153] Furthermore, the configuration examples in Figure 6 and other figures are divided according to their main functions to facilitate understanding of the processing performed by the information processing device 10. The present invention is not limited by the way the processing units are divided or their names. The processing of the information processing device 10 can be further divided into many more processing units depending on the processing content. It is also possible to divide it so that one processing unit includes even more processing.

[0154] Each function of the embodiments described above can be realized by one or more processing circuits. Hereinafter, "processing circuit" as used herein includes processors programmed to execute each function by software, such as processors implemented by electronic circuits, as well as devices such as ASICs (Application Specific Integrated Circuits), DSPs (digital signal processors), FPGAs (field programmable gate arrays), and conventional circuit modules designed to execute each function described above.

[0155] Furthermore, the apparatus described in the examples represents only one of several computing environments for carrying out the embodiments disclosed herein. In one embodiment, the external system 3 and the information processing device 10, etc., include multiple computing devices such as a server cluster. The multiple computing devices are configured to communicate with each other via any type of communication link, including a network and shared memory, and perform the processing disclosed herein.

[0156] Furthermore, the information processing device 10, the terminal device 100, and the administrator terminal 101 can be configured to share the disclosed processing steps, for example, the processes shown in Figure 14, in various combinations. For example, a process executed by the information processing device 10 may be executed by the terminal device 100 or the administrator terminal 101. Also, a process executed by the terminal device 100 and a process executed by the administrator terminal 101 may be executed by the information processing device 10. Furthermore, each element of the information processing device 10 may be combined into a single device or divided into multiple devices.

[0157] <Mode> [Aspect 1] An acquisition unit that acquires the voice recordings of the first participant (the seller) and the second participant (the buyer) during online communication related to a business negotiation for a product, A text data acquisition unit that acquires text data converted from the aforementioned spoken audio by speech recognition, An analysis result acquisition unit obtains an evaluation of a business negotiation by analyzing the text data based on the definition of statements used to evaluate a business negotiation, An information processing system having [a certain feature]. [Aspect 2] The above definition defines the statements made by the first participant that hinder the order of the product, The analysis result acquisition unit acquires the evaluation of the business negotiation output by analyzing the text data based on the statements of the first participant that hinder the order of the product. The information processing system described in Embodiment 1. [Aspect 3] The above definition defines that the evaluation is based on whether the first participant made a statement in accordance with the frequently asked questions and answers. The analysis result acquisition unit inputs the text data, the definitions, and the frequently asked questions and answers into a large-scale language model, and as an evaluation of the business negotiation, obtains from the large-scale language model an evaluation of whether the first participant made a statement in accordance with the frequently asked questions and answers. The information processing system according to embodiment 1 or 2. [Aspect 4] A setting reception unit that accepts the above definition, An information processing system according to any one of the embodiments 1 to 3. [Aspect 5] It has a display control unit that displays negotiation information for multiple negotiations on a single screen, The display control unit highlights on the screen any business negotiations whose evaluation obtained by the analysis result acquisition unit is below a certain level. An information processing system as described in any one of the four descriptions (1 to 4). [Aspect 6] The analysis result acquisition unit inputs the text data and the definition into a large-scale language model, and acquires from the large-scale language model the evaluation of the business opportunity, along with the reasons for the evaluation. The display control unit displays the evaluation of the business negotiation and the reasons for the evaluation on a single screen. The information processing system described in aspect 5. [Aspect 7] The analysis result acquisition unit inputs the text data and the definitions into a large-scale language model, and, along with the evaluation of the business negotiation, acquires from the large-scale language model the issues and solutions determined based on the statements of the first participant. The display control unit displays the evaluation of the business negotiation, the issues, and the solutions on a single screen. The information processing system described in aspect 5. [Aspect 8] The analysis result acquisition unit acquires information that identifies the text data that formed the basis for determining that there was a problem, along with the evaluation of the business negotiation, the issues, and the solutions. If a click is received for the aforementioned problem or the aforementioned solution, The display control unit displays the text data that formed the basis for determining that the problem exists, based on the information that identifies the text data. The information processing system described in Embodiment 7. [Aspect 9] Furthermore, it has an audio playback unit that plays back the spoken audio that was the basis for the text data that was used to determine that the aforementioned problem exists. The information processing system described in aspect 8. [Aspect 10] The analysis result acquisition unit, along with evaluating the business negotiation, acquires from the large-scale language model the answers made by the first participant that were determined not to have been made by the first participant, in accordance with the frequently asked questions and answers, and the corresponding questions from the second participant. The system includes a display control unit that displays the evaluation of the business negotiation, the response of the first participant, the question from the second participant, and the answer based on the frequently asked questions and answers, all on a single screen. The information processing system described in Embodiment 3. [Aspect 11] The analysis result acquisition unit further acquires from the large-scale language model information that identifies responses made by the first participant that were determined not to have been made by the first participant, in accordance with the frequently asked questions and answers. If the response from the first participant or the question from the second participant is received, The display control unit, In a screen that displays the text data acquired by the text data acquisition unit in chronological order, Based on the information identifying the response of the first participant, highlight the response of the first participant. The information processing system described in aspect 10. [Aspect 12] Furthermore, it has an audio playback unit that plays back the spoken audio that formed the basis of the first participant's response, The information processing system described in Embodiment 11. [Aspect 13] The text data acquired by the text data acquisition unit is stored, It has a frequently asked questions generation unit that generates frequently asked questions and answers using the accumulated text data, The information processing system described in Embodiment 3. [Explanation of Symbols]

[0158] 1. Information Processing System 2. Communication Network 3. External Systems 10 Information Processing Devices 100, 100a, 100b, 100c, 100d Terminal devices 101 Administrator Terminal [Prior art documents] [Patent Documents]

[0159] [Patent Document 1] Japanese Patent Publication No. 2021-086607

Claims

1. An acquisition unit that acquires the voice recordings of the first participant (the seller) and the second participant (the buyer) during online communication related to business negotiations for a product, A text data acquisition unit that acquires text data converted from the aforementioned spoken audio by speech recognition, An analysis result acquisition unit obtains an evaluation of a business negotiation by analyzing the text data based on the definition of statements used to evaluate a business negotiation, An information processing system having [a certain feature].

2. The above definition defines the statements made by the first participant that hinder the order of the product, The analysis result acquisition unit analyzes the text data based on the statements of the first participant that hinder the order of the product and acquires the evaluation of the business negotiation output. The information processing system according to claim 1.

3. The above definition defines that the evaluation is based on whether the first participant made a statement in accordance with the frequently asked questions and answers. The analysis result acquisition unit inputs the text data, the definitions, and the frequently asked questions and answers into a large-scale language model, and as an evaluation of the business negotiation, obtains from the large-scale language model an evaluation of whether the first participant made a statement in accordance with the frequently asked questions and answers. The information processing system according to claim 1 or 2.

4. A setting reception unit that accepts the above definition, The information processing system according to claim 1, having the following features.

5. It has a display control unit that displays negotiation information for multiple negotiations on a single screen, The display control unit highlights on the screen any business negotiations whose evaluation obtained by the analysis result acquisition unit is below a certain level. The information processing system according to claim 1.

6. The analysis result acquisition unit inputs the text data and the definition into a large-scale language model, and acquires from the large-scale language model the evaluation of the business opportunity, along with the reasons for the evaluation. The display control unit displays the evaluation of the business negotiation and the reasons for the evaluation on a single screen. The information processing system according to claim 5.

7. The analysis result acquisition unit inputs the text data and the definitions into a large-scale language model, and, along with the evaluation of the business negotiation, acquires the issues and solutions determined based on the statements of the first participant from the large-scale language model. The display control unit displays the evaluation of the business negotiation, the issues, and the solutions on a single screen. The information processing system according to claim 5.

8. The analysis result acquisition unit acquires information that identifies the text data that formed the basis for determining that there was a problem, along with the evaluation of the business negotiation, the issues, and the solutions. If a click is received for the aforementioned problem or the aforementioned solution, The display control unit displays the text data that formed the basis for determining that the problem exists, based on the information that identifies the text data. The information processing system according to claim 7.

9. Furthermore, it has an audio playback unit that plays back the spoken audio that was the basis for the text data that was used to determine that the aforementioned problem exists. The information processing system according to claim 8.

10. The analysis result acquisition unit, along with evaluating the business negotiation, acquires from the large-scale language model the answers made by the first participant that were determined not to have been made by the first participant, in accordance with the frequently asked questions and answers, and the corresponding questions from the second participant. The system includes a display control unit that displays the evaluation of the business negotiation, the response of the first participant, the question from the second participant, and the answer based on the frequently asked questions and answers, on a single screen. The information processing system according to claim 3.

11. The analysis result acquisition unit further acquires from the large-scale language model information that identifies responses made by the first participant that were determined not to have been made by the first participant, in accordance with the frequently asked questions and answers. If the response from the first participant or the question from the second participant is received, The display control unit, In a screen that displays the text data acquired by the text data acquisition unit in chronological order, Based on the information identifying the response of the first participant, highlight the response of the first participant. The information processing system according to claim 10.

12. Furthermore, it has an audio playback unit that plays back the spoken audio that formed the basis of the first participant's response, The information processing system according to claim 11.

13. The text data acquired by the text data acquisition unit is stored, It has a frequently asked questions generation unit that generates frequently asked questions and answers using the accumulated text data, The information processing system according to claim 3.

14. An acquisition unit that acquires the voice recordings of the first participant (the seller) and the second participant (the buyer) during online communication related to business negotiations for a product, A text data acquisition unit that acquires text data converted from the aforementioned spoken audio by speech recognition, An analysis result acquisition unit obtains an evaluation of a business negotiation by analyzing the text data based on the definition of statements used to evaluate a business negotiation, An information processing device having

15. An information processing method performed by an information processing device. The acquisition unit processes the acquisition of spoken audio from a first participant (the seller) and a second participant (the buyer) recorded during online communication regarding business negotiations for a product. A text data acquisition unit, and a process for acquiring text data obtained by converting the spoken audio using speech recognition, The analysis result acquisition unit performs a process of acquiring the evaluation of the business negotiation by analyzing the text data based on the definition of statements used to evaluate the business negotiation, An information processing method that performs this task.

16. Information processing equipment, An acquisition unit that acquires the voice recordings of the first participant (the seller) and the second participant (the buyer) during online communication related to business negotiations for a product, A text data acquisition unit that acquires text data converted from the aforementioned spoken audio by speech recognition, An analysis result acquisition unit obtains an evaluation of a business negotiation by analyzing the text data based on the definition of statements used to evaluate a business negotiation. A program designed to function as such.

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