Information processing methods, programs, and information processing systems

Abstract

This provides an information processing method that facilitates understanding of evaluation results. [Solution] In an information processing system comprising a server as an information processing device and a plurality of user terminals, which are interconnected via a network N to enable mutual communication, the information processing method performed by the information processing device includes: an evaluation target data display step of displaying an evaluation target data display unit on the user interface for displaying text data to be evaluated; an evaluation item display step of displaying evaluation items that represent viewpoints for evaluating the text data in a selectable manner; and an evaluation result display step of displaying the results of evaluating the text data using the selected evaluation items.

Description

Technical Field

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

Background Art

[0002] In Patent Document 1, as a system for assisting in the performance evaluation of trainees, a system is disclosed in which an evaluator selects evaluation items for content (video or audio data) in which a trainer has recorded lectures or speeches of the trainees, and assigns evaluations and comments. In this system, the evaluator performs evaluations while viewing the content, and the evaluation results are associated with a specific time axis. Then, the trainees can view the evaluation results on the playback screen and review their own performance.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the case of the above prior art, since the input of evaluations and the confirmation of results are performed through the playback screen, trainees need to play back the content to confirm the evaluation results, and it is difficult to quickly grasp specific evaluation points.

[0005] In consideration of the above facts, an object of the present invention is to facilitate the understanding of evaluation contents.

Means for Solving the Problems

[0006] According to an information processing method according to one embodiment, the information processing method executed by the information processing device includes: an evaluation target data display step for displaying an evaluation target data display unit for displaying text data to be evaluated on a user interface; an evaluation item display step for displaying evaluation items representing viewpoints for evaluating the text data in a selectable manner; and an evaluation result display step for displaying the results of evaluating the text data using the selected evaluation items.

[0007] According to a program of one embodiment, the information processing device is made to execute an information processing method that includes: an evaluation target data display step which displays an evaluation target data display unit on the user interface for displaying the text data to be evaluated; an evaluation item display step which displays evaluation items representing viewpoints for evaluating the text data in a selectable manner; and an evaluation result display step which displays the results of evaluating the text data using the selected evaluation items.

[0008] According to an information processing system according to one embodiment, the information processing system executed by the information processing device includes: an evaluation target data display processing unit for displaying text data to be evaluated; an evaluation item display processing unit for displaying selectable evaluation items representing viewpoints for evaluating the text data; and an evaluation result display processing unit for displaying the results of evaluating the text data using the selected evaluation items. [Effects of the Invention]

[0009] According to one embodiment, the evaluation content can be easily understood. [Brief explanation of the drawing]

[0010] [Figure 1] This figure shows an example of the configuration of an information processing system according to the first embodiment. [Figure 2] This figure shows an example of the server hardware configuration according to the first embodiment. [Figure 3] This figure shows an example of the functional configuration of a server according to the first embodiment. [Figure 4] This figure shows an example of the processing flow of the information processing system according to the first embodiment. [Figure 5] This figure shows an example of a screen display in the information processing system according to the first embodiment. [Figure 6] This figure shows an example of a screen display in the information processing system according to the first embodiment. [Figure 7] This figure shows an example of a screen display in the information processing system according to the first embodiment. [Modes for carrying out the invention]

[0011] (Embodiment) A first embodiment of the information processing system according to the present invention will be described below with reference to Figures 1 to 7. In each figure, identical or equivalent components and parts are given the same reference numerals. Furthermore, the dimensional ratios in the drawings are exaggerated for illustrative purposes and may differ from actual ratios.

[0012] (System Overview) First, an overview of the information processing system 10 according to this embodiment will be described. The information processing system 10 according to this embodiment is a system that acquires conversational audio data from a call center, etc., evaluates the text data obtained by transcribing it, and generates and presents to the user U an evaluation of the conversational skills of the call center operators and feedback for skill improvement. Further details will be described later.

[0013] (System Configuration) Figure 1 shows an example of the configuration of the information processing system 10 according to this embodiment. As shown in Figure 1, the information processing system 10 according to this embodiment comprises a server 12 as an information processing device and a plurality of user terminals 14, which are connected to each other via a network N so as to be able to communicate with one another. The network N is, for example, a wired LAN (Local Area Network), a wireless LAN, the Internet, a public telephone network, a mobile data communication network, or a combination thereof.

[0014] The user terminal 14 is an example of an information processing device for the user U to perform operations for inputting and displaying various information. The user terminal 14 may be a PC (Personal Computer), a smartphone, a tablet terminal, a server device, a microcomputer, a wearable device, or a combination thereof. Note that the user U may be not only an operator of a call center but also other persons such as an administrator.

[0015] The server 12 is an example of an information processing device that acquires information input from the user terminal 14, performs processing based on the information, and outputs a result. The server 12 may be a PC (Personal Computer), a smartphone, a tablet terminal, a server device, a microcomputer, or a combination thereof. The specific configuration and operation of the server 12 will be described later.

[0016] (Hardware Configuration) FIG. 2 is a block diagram showing the hardware configuration of the server 12. The server 12 includes a processor 120, a memory 122, a storage 124, a communication I / F 126, an input / output I / F 128, an input device 132, an output device 130, and a drive device 134, which are communicably connected to each other via a bus B.

[0017] The processor 120 controls each component of the server 12 and realizes the functions of the server 12 by expanding and executing various programs stored in the storage 124 in the memory 122. The programs executed by the processor 120 include, but are not limited to, the OS (Operating System) and the program 220 described later. By the processor 120 executing these programs, a part of the state visualization method according to the present embodiment is realized. The processor 120 is, for example, a CPU (Central Processing Unit), MPU (Micro Processing Unit), GPU (Graphics Processing Unit), ASIC (Application Specific Integrated Circuit), DSP (Digital Signal Processor), or a combination thereof.

[0018] The memory 122 is, for example, a ROM (Read Only Memory), RAM (Random Access Memory), or a combination thereof. The ROM is, for example, a PROM (Programmable ROM), EPROM (Erasable Programmable ROM), EEPROM (Electrically Erasable Programmable ROM), or a combination thereof. The RAM is, for example, a DRAM (Dynamic RAM), SRAM (Static RAM), MRAM (Magnetoresistive RAM), or a combination thereof.

[0019] The storage 124 stores the OS, various programs described later, and various data. The storage 124 is, for example, a flash memory, HDD (Hard Disk Drive), SSD (Solid State Drive), SCM (Storage Class Memories), or a combination thereof.

[0020] The communication interface 126 is an interface for connecting the server 12 to external devices, including the user terminal 14 and the imaging device 16, via the network N, and for controlling communication. The communication interface 126 is, for example, an adapter compliant with Bluetooth®, Wi-Fi®, ZigBee®, Ethernet®, or optical communication (e.g., Fibre Channel).

[0021] The input / output interface 128 is an interface for connecting input devices 132 and output devices 130 to the server 12. Input devices 132 include, for example, a mouse, keyboard, touch panel, microphone, scanner, camera, various sensors, operation buttons, or a combination thereof. Output devices 130 include, for example, a display, projector, printer, speaker, vibrator, or a combination thereof.

[0022] The drive device 134 reads and writes data to the disk media 136. The drive device 134 is, for example, a magnetic disk drive, an optical disk drive, a magneto-optical disk drive, or a combination thereof. The disk media 136 is, for example, a CD (Compact Disc), a DVD (Digital Versatile Disc), an FD (Floppy Disk), an MO (Magneto-Optical disk), a BD (Blu-ray® Disc), or a combination thereof.

[0023] In this embodiment, the program may be written to memory 122 or storage 124 during the manufacturing stage of server 12, or it may be provided to server 12 via network N, or it may be provided to server 12 via a non-temporary, computer-readable recording medium such as disk media 136.

[0024] Furthermore, the hardware configuration of the user terminal 14 is substantially the same as that of the server 12 described above, so a detailed explanation will be omitted. The user terminal 14 is equipped with a display as an example of a user interface 34.

[0025] (Functional Configuration) Next, the functional configuration of server 12 will be described. Figure 3 shows an example of the functional configuration of server 12. When executing various programs, server 12 uses the above hardware resources to realize various functions. Server 12 has a communication unit 20, a storage unit 22, and a control unit 24 as the functional configuration that server 12 realizes. Each functional configuration is realized when the processor 120 reads and executes a program 220 stored in memory 122 or storage 124.

[0026] The communication unit 20 is implemented by the communication interface 126. The communication unit 20 sends and receives information with the user terminal 14 via the network N. The communication unit 20 receives information input from the user terminal 14. The communication unit 20 also sends information to the user terminal 14 and receives requests from user U from the user terminal 14.

[0027] The memory unit 22 is implemented by memory 122 and storage 124. The memory unit 22 stores the program 220, the trained model 222, the evaluation target text data DB224, the evaluation item DB226, the evaluation result DB228, and the user information DB230.

[0028] The control unit 24 is realized by the processor 120 reading and executing the program 220 from the memory 122 (see Figure 2) and cooperating with other hardware components. The control unit 24 includes an information acquisition unit 242, an information processing unit 244, and an output unit 246. The information acquisition unit 242, for example, uses conversational text data 30 as the text data to be evaluated. This text data may be acquired directly from an external source, or conversational audio data may be acquired and the information processing unit 244 may transcribe this data to obtain text data. The output unit 246 displays the evaluation target data display unit 36, the evaluation item display unit 40, and the evaluation result display unit 42, which will be described later, on the user interface 34. Therefore, the output unit 246 corresponds to the "evaluation target data display processing unit," "evaluation item display processing unit," and "evaluation result display processing unit" described in claim 6. The information processing unit 244 performs the information processing necessary for the output unit 246 to output the various information described above.

[0029] (Processing performed by the information processing system 10) Figure 4 is a flowchart showing the processes performed by the information processing system 10. The processes performed by the information processing system 10 are as shown in Figure 4.

[0030] Figure 5 is a schematic diagram showing an example of a screen displayed on the user terminal 14. Figure 5 shows an example of a system comprising: an evaluation target data display unit 36 ​​that displays the text data 30, which is the subject of evaluation and is transcribed from audio acquired by the information processing system 10, on the user interface 34 of the user terminal 14; an evaluation item display unit 40 that displays multiple evaluation items 38 representing the viewpoints for evaluating the text data 30 in a selectable manner on the user interface 34; and an evaluation result display unit 42 that displays the results of evaluating the text data 30 using the selected evaluation items 38 on the user interface 34. The evaluation result display unit 42 evaluates the text data 30 using the evaluation criteria corresponding to the selected evaluation items 38 and displays a corresponding display 44 overlaid on the corresponding part of the text data 30. In Figure 5, this corresponding display 44 is shown as an underline as an example, but it is not limited to this, and other display style changes such as covering the entire character or changing the color of the character may be used so that the user U can recognize the difference from other parts. Furthermore, the evaluation result display unit 42 displays a feedback display 46 in the corresponding part of the text data 30, indicating the feedback on the evaluation of the text data 30 based on the evaluation criteria corresponding to the selected evaluation item 38. Here, "feedback" is a concept that includes information and instructions provided to help the user correct or improve their speech or writing, or to identify strengths that should be continuously addressed. As an example, it may include the following specific examples. For example, if the subject of evaluation is a conversation of a call center operator, it may point out misuse of honorifics or unclear expressions, and also provide more appropriate examples of expressions and recommended phrases for customer service. It may also list strengths (good points) such as speaking in a friendly tone and naturally connecting the flow of the conversation. If the operator is able to respond quickly to customer requests, this point may be shown as a good example. Alternatively, when evaluating a sales pitch, it may point out that the questions did not adequately meet the user's needs, and provide examples of additional questions to be asked or specific suggestions for approaches. Furthermore, the feedback includes examples where the flaws in the overall logical structure of the text are pointed out, followed by guidance on paragraph restructuring and the use of conjunctions.This allows user U to understand not only the evaluation results but also specific measures to improve those results. In this way, by clearly showing not only areas for improvement through feedback but also the user's strengths and achievements, those being evaluated can recognize their own positive aspects and understand how to work towards further improvement.

[0031] Furthermore, the multiple evaluation items 38 displayed in the evaluation item display unit 40 may be read from the evaluation item DB 226 and displayed as predetermined evaluation items 38, or the evaluation items 38 may be determined by other methods. An example of this is shown below. (1) Automatic generation of evaluation items using a trained model The information processing unit 244 can use the trained model 222 to automatically generate evaluation items according to the content of the text data. This makes it possible to provide evaluation items optimized for the data being evaluated. (2) Acquisition of evaluation items through user input The information acquisition unit 242 can directly receive input of evaluation items from the user. When trainers have their own evaluation criteria or when evaluations tailored to specific needs are required, it is possible to acquire customized evaluation items. (3) Obtaining evaluation items from an external database or API The information acquisition unit 242 can connect with external evaluation item databases and APIs to obtain the latest evaluation criteria and evaluation items specific to particular fields. This makes it possible to always perform evaluations based on the most up-to-date information. (4) Acquisition of evaluation items based on metadata of text data The information acquisition unit 242 can refer to metadata associated with the text data (e.g., genre, difficulty level, topic, etc.) and retrieve the corresponding evaluation items from the evaluation item DB 226 of the storage unit 22. This makes it possible to provide evaluation items that are appropriate to the attributes of the data being evaluated. (5) Recommendation of evaluation items based on past evaluation history The information processing unit 244 analyzes the user's past evaluation history and can prioritize the acquisition and display of frequently used evaluation items and highly relevant evaluation items. This enables efficient evaluation tailored to the user's evaluation tendencies. (6) Acquisition of evaluation items through real-time analysis The information processing unit 244 can analyze the data to be evaluated in real time and select and acquire appropriate evaluation items according to its content and characteristics. For example, it can adjust evaluation items based on the sentiment analysis results of the text. (7) Obtain evaluation items according to the user's permissions and roles. The information acquisition unit 242 can acquire appropriate evaluation items according to the user's authority level and role (e.g., beginner trainer, expert, etc.). This makes it possible to provide evaluation items optimized for each user. (8) Use of customizable evaluation item templates The information acquisition unit 242 can be configured to allow users to select and customize evaluation items from pre-prepared templates. This makes it possible to achieve both efficiency and flexibility in the evaluation process. As described above, in this embodiment, by providing diversity in the method of acquiring evaluation items, flexible evaluations tailored to the data to be evaluated and the user's needs can be achieved.

[0032] Figure 6 is a schematic diagram showing an example of a screen displayed on the user terminal 14. As shown in Figure 6, an example is shown in which the information processing system 10 receives a text data 30 acquired by the information processing system 10, inputs a prompt for correction instructions to the trained model 222 (which may be input by the user U or automatically by the system), and displays the resulting suggested corrections and the original text data 30 that were the target of the suggested corrections. In this example, the entire text data 30 is divided in a predetermined way (for example, by sentence), each is corrected, and the text data 30 that does not reach a predetermined threshold as a result of the corrections (in other words, does not meet the criteria) is extracted. The suggested corrections for these extracted text data 30 are then displayed on the user interface 34 of the user terminal 14 in a comparative manner.

[0033] Figure 7 is a schematic diagram showing an example of a screen displayed on the user terminal 14. Figure 7 shows an example of displaying a list of evaluation results for each evaluation item for the text data 30 acquired by the information processing system 10.

[0034] Although one embodiment of the present invention has been described above, the present invention is not limited to the embodiments described above, and any modifications, improvements, etc. that can achieve the objectives of the present invention are included in the present invention.

[0035] Furthermore, the series of processes described above can be executed by hardware or by software. In other words, the functional configuration is merely illustrative and not particularly limited. That is, it is sufficient for the information processing system to have the functionality to execute the series of processes described above as a whole, and there is no particular limitation on what functional blocks are used to realize this functionality. Also, the location of the functional blocks is not particularly limited and can be arbitrary. For example, the functional blocks of a server may be delegated to a user terminal, etc. Conversely, the functional blocks of a user terminal may be delegated to a server, etc. Moreover, a single functional block may be composed of hardware alone, software alone, or a combination of both.

[0036] For example, when a series of processes are executed by software, the programs that make up that software are installed on a computer or other device from a network or storage medium. The computer may be a computer built into dedicated hardware. Alternatively, the computer may be a computer capable of performing various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

[0037] Furthermore, for example, a recording medium containing such a program may consist not only of removable media (not shown) distributed separately from the main unit of the device to provide the program to the user, but also of a recording medium provided to the user in a state where it is pre-installed in the main unit of the device.

[0038] In this specification, the step of describing a program to be recorded on a recording medium includes not only processes that are performed chronologically in that order, but also processes that are not necessarily performed chronologically, but are executed in parallel or individually. Furthermore, in this specification, the term "system" refers to an overall system composed of multiple devices, means, etc.

[0039] In other words, a program to which the present invention applies only needs to have the following configuration, and can take various forms. In other words, the program to which the present invention applies is used in an information processing device. A step to display the data to be evaluated, which involves displaying the data to be evaluated on the user interface, and An evaluation item display step involves displaying an evaluation item display unit on the user interface to allow users to select and display evaluation items that represent the perspectives for evaluating the text data, The process includes an evaluation result display step of displaying an evaluation result display unit on the user interface to display the results of evaluating the text data using the selected evaluation items.

[0040] This makes it easier to understand the evaluation results.

[0041] <Note> This embodiment includes the following disclosures.

[0042] (Note 1) An information processing method performed by an information processing device, A step to display the data to be evaluated, which involves displaying the data to be evaluated on the user interface, and An evaluation item display step involves displaying an evaluation item display unit on the user interface to allow users to select and display evaluation items that represent the perspectives for evaluating the text data, An evaluation result display step involves displaying an evaluation result display unit on the user interface to show the results of evaluating the text data using the selected evaluation items, Information processing methods including

[0043] (Note 2) The evaluation result display unit displays the corresponding portion of the text data that was evaluated using the selected evaluation item. The information processing method described in Appendix 1.

[0044] (Note 3) The evaluation result display unit displays feedback indicating the results of the evaluation of the text data using the selected evaluation item in the corresponding portion of the text data. The information processing method described in Appendix 1.

[0045] (Note 4) The text data being evaluated is unstructured text data written in natural language. The information processing method described in Appendix 1.

[0046] (Note 5) In an information processing device, A step to display the data to be evaluated, which involves displaying the data to be evaluated on the user interface, and An evaluation item display step involves displaying an evaluation item display unit on the user interface to allow users to select and display evaluation items that represent the perspectives for evaluating the text data, An evaluation result display step involves displaying an evaluation result display unit on the user interface to show the results of evaluating the text data using the selected evaluation items, A program for executing an information processing method that includes this method.

[0047] (Note 6) An information processing system executed by an information processing device, An evaluation target data display processing unit that displays an evaluation target data display unit on the user interface for displaying the text data to be evaluated, An evaluation item display processing unit displays an evaluation item on the user interface for displaying selectable evaluation items that represent the perspectives for evaluating the text data, An evaluation result display processing unit that displays an evaluation result display unit on the user interface for displaying the results of evaluating the text data using the selected evaluation items, An information processing system having

[0048] The embodiments disclosed herein should be considered in all respects to be illustrative and not restrictive. The scope of the present invention is indicated by the claims, not in the sense described above, and is intended to include all modifications in the sense and scope equivalent to the claims. Furthermore, the present invention is not limited to the embodiments described above, and various modifications are possible within the scope of the claims, and embodiments obtained by appropriately combining the technical means disclosed in different embodiments are also included in the technical scope of the present invention. [Explanation of Symbols]

[0049] 10 Information Processing Systems 12. Server (Information Processing Device) 34 User Interface 36. Display section for data to be evaluated 40 Evaluation Item Display Section 42 Evaluation Result Display Section 220 programs 246 Output section (evaluation target data display processing section, evaluation item display processing section, evaluation result display processing section)

Claims

1. An information processing method performed by an information processing device, A step to display the data to be evaluated, which involves displaying the data to be evaluated on the user interface, and An evaluation item display step involves displaying an evaluation item display unit on the user interface to allow users to select and display evaluation items that represent the perspectives for evaluating the text data, An evaluation result display step involves displaying an evaluation result display unit on the user interface to show the results of evaluating the text data using the selected evaluation items, Information processing methods including

2. The evaluation result display unit displays the corresponding portion of the text data that was evaluated using the selected evaluation item. The information processing method according to claim 1.

3. The evaluation result display unit displays feedback indicating the results of evaluating the text data using the selected evaluation item in the corresponding portion of the text data. The information processing method according to claim 1.

4. The text data being evaluated is unstructured text data written in natural language. The information processing method according to claim 1.

5. In an information processing device, A step to display the data to be evaluated, which involves displaying the data to be evaluated on the user interface, and An evaluation item display step involves displaying an evaluation item display unit on the user interface to allow users to select and display evaluation items that represent the perspectives for evaluating the text data, An evaluation result display step involves displaying an evaluation result display unit on the user interface to show the results of evaluating the text data using the selected evaluation items, A program for executing an information processing method that includes this method.

6. An information processing system executed by an information processing device, An evaluation target data display processing unit that displays an evaluation target data display unit on the user interface for displaying the text data to be evaluated, An evaluation item display processing unit displays an evaluation item on the user interface for displaying selectable evaluation items that represent the perspectives for evaluating the text data, An evaluation result display processing unit that displays an evaluation result display unit on the user interface for displaying the results of evaluating the text data using the selected evaluation items, An information processing system having

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