Information processing device, method of operating the information processing device, and program for the information processing device

Abstract

To improve the training efficiency of sales representatives. [Solution] The information processing device includes a storage unit that stores information of a first utterance made by a representative when the representative hears the customer's needs during a business negotiation with the customer, and information of a second utterance made by the customer indicating the needs, in association with each other, and a control unit that outputs the information of the first utterance and the information of the second utterance according to the search conditions.

Description

Technical Field

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[0001] The present disclosure relates to an information processing apparatus, an operation method of the information processing apparatus, and a program of the information processing apparatus.

Background Art

[0002] In various businesses, since the skill of negotiation for promoting the purchase of products by customers depends on the personal skills of the salesperson, various techniques for supporting the improvement of the negotiation skills of the salesperson have been proposed. For example, Patent Document 1 discloses a technique for searching for a dialogue that needs to be monitored from the content of explanations to customers.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In a technique for supporting the improvement of the negotiation skills of a salesperson using machine learning or the like, there is room for improving the training efficiency of the salesperson.

[0005] In view of the above, an information processing apparatus and the like that can improve the training efficiency of a salesperson will be disclosed below.

Means for Solving the Problems

[0006] The information processing apparatus in the present disclosure includes a storage unit that stores, in association with each other, information on a first utterance of the salesperson when the salesperson listens to the needs of the customer in a negotiation with the customer and information on a second utterance of the customer indicating the needs, and a control unit that outputs the information on the first utterance and the information on the second utterance according to a search condition.

[0007] The method of operation of the information processing device in this disclosure is a method of operation of the information processing device that stores in association information the first utterance of a person in charge when the person in charge hears the needs of the customer during a business negotiation with the customer and information the second utterance of the customer indicating the needs, and includes outputting the information of the first utterance and the information of the second utterance according to the search conditions.

[0008] The program for the information processing device in this disclosure causes the information processing device, which stores information of a first utterance made by a representative when the representative hears the customer's needs during a business negotiation with the customer, and information of a second utterance made by the customer indicating those needs, to output the information of the first utterance and the information of the second utterance according to the search conditions. [Effects of the Invention]

[0009] The information processing device described in this disclosure makes it possible to improve the training efficiency of sales personnel. [Brief explanation of the drawing]

[0010] [Figure 1] This is a diagram showing an example of the configuration of an information processing system. [Figure 2] This is a diagram explaining the sales negotiation history information. [Figure 3] This is a flowchart illustrating an example of the operation procedure for a server device. [Figure 4] This is a flowchart illustrating an example of the operation procedure for a server device. [Figure 5] This is a flowchart illustrating an example of the operation procedure for a server device. [Modes for carrying out the invention]

[0011] The embodiments of this disclosure will be described below.

[0012] Figure 1 shows an example configuration of one embodiment. The information processing system 1 comprises one or more server devices 10 and terminal devices 12 connected to the server devices 10 via a network 11 for information communication. The server devices 10 are, for example, one or a plurality of server computers capable of information communication with each other, and the server computers are appropriately installed, for example, in one or more sales offices of a vehicle sales company, one or more data centers, on the cloud, or a combination thereof. The server devices 10 correspond to the "information processing device" in this embodiment. The terminal devices 12 are, for example, one or a plurality of information processing devices capable of information communication with each other, equipped with communication functions and voice input functions, such as personal computers, portable tablet terminal devices, smartphones, etc. The terminal devices 12 are appropriately installed, for example, in one or more vehicle sales offices and used by sales staff. The terminal devices 12 are equipped with communication interfaces such as mobile communication and LAN (Local Area Network) and are connected to the network 11 for information communication. The terminal devices 12 also have a microphone to acquire the voice of conversations between sales staff and customers and a processor to process the voice information. Network 11 may be, for example, a LAN within a branch office, the Internet, an ad-hoc network, a MAN (Metropolitan Area Network), a mobile communication network, or another network, or any combination thereof.

[0013] The information processing system 1 in this embodiment supports sales representatives of vehicles in negotiations with customers. During negotiations with customers, the sales representative engages in various conversations, such as listening to the customer's needs, proposing products that meet those needs, and encouraging the customer to purchase the product once they have gained an understanding of and are satisfied with it. Here, "products" include physical goods such as vehicles like passenger cars and commercial vehicles, vehicle accessories, and maintenance, as well as services such as vehicle maintenance services and roadside assistance.

[0014] The server device 10 of the information processing system 1 has a storage unit 102 and a control unit 103. The storage unit 102 stores negotiation history information 104 that associates information on the first utterance of the salesperson when the salesperson listened to the customer's needs during a negotiation with the customer (hereinafter referred to as "guiding utterance information") with information on the customer's second utterance indicating the needs (hereinafter referred to as "response utterance information"). The control unit 103 outputs information on the guiding utterance and information on the response utterance according to the search conditions. A salesperson or their supervisor can search for and learn guiding utterances used to obtain response utterances in past negotiations conducted by salespeople for the products they are responsible for selling, using arbitrary search conditions, thereby improving the training efficiency of salespeople.

[0015] Next, the communication unit 101, storage unit 102, and control unit 103 of the server device 10 will be described. If the server device 10 is composed of multiple server computers, the communication unit 101, storage unit 102, and control unit 103 may be appropriately distributed and arranged across multiple server computers.

[0016] The communication unit 101 includes one or more communication interfaces. These communication interfaces are, for example, LAN interfaces. The communication unit 101 receives information used in the operation of the server device 10 and transmits information obtained through the operation of the server device 10. The server device 10 is connected to the network 11 via the communication unit 101 and communicates information with the terminal device 12 via the network 11.

[0017] The storage unit 102 includes, for example, one or more semiconductor memories that function as a main memory device, an auxiliary memory device, or a cache memory, one or more magnetic memories, one or more optical memories, or a combination of at least two of these. The semiconductor memory is, for example, a RAM (Random Access Memory) or a ROM (Read Only Memory). The RAM is, for example, a SRAM (Static RAM) or a DRAM (Dynamic RAM). The ROM is, for example, an EEPROM (Electrically Erasable Programmable ROM). The storage unit 102 stores a control / processing program necessary for the operation of the server device 10, various information necessary for the server device 10 to execute the control / processing program, and information obtained by the operation of the server device 10.

[0018] The control unit 103 includes one or more processors, one or more dedicated circuits, or a combination of these. The processor is, for example, a general-purpose processor such as a CPU (Central Processing Unit), or a dedicated processor such as a GPU (Graphics Processing Unit) specialized for specific processing. The dedicated circuit is, for example, an FPGA (Field-Programmable Gate Array), an ASIC (Application Specific Integrated Circuit), etc. The control unit 103 executes information processing related to the operation of the server device 10 while controlling each part of the server device 10.

[0019] In the present embodiment, the storage unit 102 stores negotiation history information 104. As shown in FIG. 2, the negotiation history information 104 has one or more negotiation histories 20. Each negotiation history 20 has one or more combinations of negotiation date and time, induced speech information, response speech information, proposal speech information, and decision speech information.

[0020] The leading conversation information is the information of the leading conversation conducted by the person in charge to listen to the customer's needs in the business negotiation, and includes the voice and text of the conversation, the summary of the conversation content, and the pattern information indicating the leading pattern. The pattern is, for example, a direct question pattern that directly asks about the customer's needs, an indirect question pattern with small talk to indirectly listen to the needs, etc.

[0021] The response conversation information is the information of the response conversation regarding the needs made by the user in response to the leading conversation in the business negotiation, and includes the voice and text of the conversation, and the summary of the conversation content. The needs include the intention to purchase, family composition, purpose of using the vehicle, hobbies, life events, living environment, etc.

[0022] The proposal conversation information is the information of the proposal conversation made by the salesperson in response to the user's needs in the business negotiation, and includes the voice and text of the conversation, the summary of the conversation content, and the information of the proposed product. The proposal is a proposal of a product, and the product includes vehicles such as passenger cars and commercial vehicles, vehicle accessories, maintenance supplies, vehicle maintenance services, road services, etc.

[0023] The decision conversation information is the information indicating that the customer has accepted or rejected the purchase of the product or service proposed by the person in charge in the business negotiation, and includes the voice and text of the conversation when the customer accepts or rejects the purchase of the product or service.

[0024] Also, the business negotiation history information 104 has analysis information 21 derived from a plurality of business negotiation histories 20. The analysis information 21 includes information on the acceptance rate of each product associated with the product information. The acceptance rate is the number of business negotiation histories 20 in which the decision conversation information indicates acceptance of the purchase with respect to the total number of business negotiation histories 20 corresponding to a certain product. The product information of the business negotiation history information 104 is associated with the information of the product included in the proposal conversation information of the business negotiation history 20.

[0025] Returning to Figure 1, the memory unit 102 also stores the Large Language Model (LLM) 105. If the server device 10 consists of multiple server computers, the LLM 105 may be stored in any server computer, for example, a server computer that provides cloud services. The LLM 105 is a model that has been machine-learned using a large amount of text data to perform natural language processing, and is a language model that can perform natural language processing such as information extraction, text summarization, and question and answer in a general-purpose manner.

[0026] Next, an example configuration of the terminal device 12 will be described.

[0027] The terminal device 12 includes a communication unit 121, a storage unit 122, a control unit 123, a positioning unit 124, an input unit 125, and an output unit 126.

[0028] The communication unit 121 includes a communication module compatible with wired or wireless LAN standards, a module compatible with mobile communication standards such as LTE (Long Term Evolution), 4G (4th Generation), or 5G (5th Generation). The terminal device 12 is connected to the network 11 via the communication unit 121 through a nearby router device or mobile communication base station, and communicates information with other devices via the network 11.

[0029] The storage unit 122 includes one or more semiconductor memories, one or more magnetic memories, one or more optical memories, or a combination of at least two of these. Semiconductor memories are, for example, RAM or ROM. RAM is, for example, SRAM or DRAM. ROM is, for example, EEPROM. The storage unit 122 functions, for example, as a main memory, auxiliary memory, or cache memory. The storage unit 122 stores information used in the operation of the control unit 123 and information obtained through the operation of the control unit 123.

[0030] The control unit 123 includes one or more processors, one or more dedicated circuits, or a combination thereof. The processor is a general-purpose processor such as a CPU, or a dedicated processor such as a GPU specialized for a specific process. The dedicated circuit is, for example, an FPGA or ASIC. The control unit 123 controls each part of the terminal device 12 and performs information processing related to the operation of the terminal device 12.

[0031] The positioning unit 124 includes one or more GNSS (Global Navigation Satellite System) receivers. GNSS includes, for example, at least one of GPS (Global Positioning System), QZSS (Quasi-Zenith Satellite System), BeiDou, GLONASS (Global Navigation Satellite System), and Galileo. The positioning unit 124 sends the positioning result to the control unit 123, which then obtains the location information of the terminal device 12.

[0032] The input unit 125 includes one or more input interfaces. The input interfaces are, for example, a microphone that accepts voice input, physical keys, capacitive keys, a pointing device, or a touchscreen integrated with a display. The input unit 125 accepts operations to input information used for the operation of the control unit 123 and sends the input information to the control unit 123.

[0033] The output unit 126 includes one or more output interfaces. The output interfaces are, for example, a speaker or a display. The display is, for example, an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) display. The output unit 126 outputs information obtained by the operation of the control unit 123.

[0034] The functions of the control unit 123 are realized by executing a control / processing program on the processor included in the control unit 123. The control / processing program is a program that causes the computer to execute the processing steps included in the operation of the control unit 123, thereby realizing the functions corresponding to the processing of those steps. In other words, the control / processing program is a program that causes the computer to function as the control unit 123. Furthermore, some or all of the functions of the control unit 123 may be realized by dedicated circuits included in the control unit 123.

[0035] Figures 3 to 5 are flowcharts illustrating an example of the operation of the server device 10. Each step in Figures 3 to 5 is executed by the control unit 103 of the server device 10.

[0036] The procedure example in Figure 3 is an example of the procedure for storing sales negotiation history information 104 in the server device 10, and is an example of the procedure executed by the control unit 103 of the server device 10 when a user activates the sales negotiation support function of the server device 10 using the terminal device 12. When a sales representative requests the sales negotiation support function by operating the terminal device 12, the terminal device 12 sends a request to activate the support function to the server device 10.

[0037] In S30, when the control unit 103 of the server device 10 receives a request to activate the support function, it activates the business negotiation support function in response to the activation request.

[0038] In S31, the control unit 103 acquires the conversation audio. When a salesperson conducts a business negotiation with a customer, the terminal device 12 acquires the audio of the negotiation, and the audio data of the negotiation is sent from the terminal device 12 to the server device 10.

[0039] In S32, the control unit 103 generates the conversation text of the business negotiation. The control unit 103 is triggered, for example, by receiving information from the terminal device 12 indicating that the business negotiation has ended, such as information about a period of silence lasting a certain amount of time or longer, and performs speech recognition processing on the audio data included in the conversation information to generate the conversation text of the business negotiation. At this time, the control unit 103 separates the utterances of the salesperson and the customer by extracting features from the audio waveform, detecting acoustic changes when speakers switch, and clustering the audio data, and generates the utterance texts of the salesperson and the customer respectively.

[0040] In step S33, the control unit 103 generates a sales negotiation history from the sales negotiation conversation text. A detailed procedure for step S33 is shown in Figure 4.

[0041] Figure 4 is a flowchart illustrating an example of the procedure when the control unit 103 generates a sales negotiation history.

[0042] In S40, the control unit 103 extracts various utterances from the conversation text of the business negotiation, including guiding utterances, response utterances, proposal utterances, and decision utterances. The control unit 103 derives the date and time of the business negotiation from the timestamp of the conversation information, and analyzes the speaker-separated conversation text using the LLM 105 to extract various utterances. The control unit 103 also generates summaries of the various utterances using the LLM 105.

[0043] Leading utterances are statements made by a salesperson during a business negotiation to elicit the customer's needs, and include wording and context that directly asks questions about the customer's purchase intentions, family structure, purpose of vehicle use, hobbies, life events, living environment, etc., or that indirectly ask questions through casual conversation.

[0044] Response utterances are utterances made by the customer in response to leading utterances during a business negotiation, and include wording and context that express the customer's purchase intentions, family structure, purpose of vehicle use, hobbies, life events, living environment, etc.

[0045] A proposal utterance is an utterance made by a salesperson during a business negotiation to make a proposal that meets the user's needs, and includes wording and context that proposes vehicles such as passenger cars and commercial vehicles, vehicle accessories, maintenance supplies, vehicle maintenance services, roadside assistance, etc.

[0046] A decision utterance is an utterance made by a customer in a business negotiation to accept or reject a salesperson's proposal and to agree to or reject the purchase of a product or service. It includes the wording and context that expresses the intention to accept or reject the purchase. A rejection of purchase includes cases where the customer is hesitant about making a purchase.

[0047] In S41, the control unit 103 determines whether or not a response utterance has been extracted. If it has been extracted (Yes in S41), the control unit 103 proceeds to step S42; otherwise, it terminates the procedure shown in Figure 4 (No in S41).

[0048] In S42, the control unit 103 determines whether or not the guiding utterance that elicited the response utterance has been extracted. If it has been extracted (Yes in S42), the control unit 103 proceeds to step S43; otherwise, it terminates the procedure shown in Figure 4 (No in S42).

[0049] In S43, the control unit 103 determines whether or not a suggested utterance has been extracted in response to the utterance. If it has been extracted (Yes in S43), the control unit 103 proceeds to step S44; otherwise, it proceeds to step S46.

[0050] In S44, the control unit 103 determines whether or not a decision utterance has been extracted in response to the suggestion utterance. If it has been extracted (Yes in S44), the control unit 103 proceeds to step S45; otherwise, it proceeds to step S47.

[0051] In S45, the control unit 103 generates a business negotiation history by associating guidance utterance information related to guidance utterances, response utterance information related to response utterances, proposal utterance information related to proposal utterances, and decision utterance information related to decision utterances, and then completes the procedure shown in Figure 4.

[0052] In S46, the control unit 103 generates a business negotiation history by associating the guidance speech information with the response speech information, and the procedure shown in Figure 4 is completed.

[0053] In S47, the control unit 103 generates a business negotiation history by associating the guidance utterance information, the response utterance information, and the proposal utterance information related to the proposal utterance, and then terminates the procedure shown in Figure 4.

[0054] Returning to Figure 3, in S34, the control unit 103 derives the analysis information 21. The control unit 103 derives the analysis information 21 by calculating the acceptance rate as the percentage of business negotiations in the negotiation history 20 where the decision utterance indicates acceptance of purchase for each identical product or service. Note that if no leading utterances and response utterances are extracted in step S33, steps S34 and S35 are omitted, and if no proposal utterances or decision utterances are extracted in step S33, step S34 is omitted.

[0055] In S35, the control unit 103 stores or updates the negotiation history information 104, which includes the negotiation history 20 and the analysis information 21. The negotiation history 20 includes at least guidance utterance information and response utterance information, and if a proposal utterance or a decision utterance in addition to the proposal utterance is extracted, it further includes proposal utterance information or a decision utterance information in addition to the proposal utterance. The control unit 103 then completes the procedure shown in Figure 3.

[0056] The procedure example in Figure 5 is an example of a procedure for searching for information corresponding to search conditions from the sales negotiation history information 104 on the server device 10. This procedure is executed by the control unit 103 of the server device 10 when the user specifies the search conditions to the server device 10 using the terminal device 12. When a salesperson operates the terminal device 12 to specify the search conditions, the terminal device 12 sends the search condition information to the server device 10. The search condition information is specified by, for example, product information pre-stored in the terminal device 12 being presented to the user, and the user selecting from the presented product information as appropriate. Alternatively, the product information may be pre-stored in the storage unit 102 of the server device 10 and sent from the server device 10 to the user. The search condition information may also include the acceptance rate. The user can set any acceptance rate by operating the terminal device 12. Alternatively, the search conditions may be any keywords, for example, words that indicate customer needs, or words that can be used in a sales negotiation.

[0057] In S51, the control unit 103 of the server device 10 acquires information on the search criteria.

[0058] In S52, the control unit 103 searches the sales history information 104 for sales history records 20 that match the search criteria. If a product is specified as a search criterion, the sales history records 20 in which the specified product was proposed are searched. If an acceptance rate is specified as a search criterion, the sales history records 20 in which a product with the specified acceptance rate or higher was proposed are searched. Furthermore, if a keyword is specified as a search criterion, the sales history records 20 containing utterances that include the specified keyword are searched.

[0059] In S53, the control unit 103 determines whether it was able to find a business negotiation history 20 that matches the search criteria. If the control unit 103 was able to find one (Yes in S53), it proceeds to step S54; otherwise, it proceeds to step S55.

[0060] In S54, the control unit 103 outputs the information of the sales negotiation history 20 to the terminal device 12. When outputting multiple sales negotiation histories 20, the control unit 103 may sort them in descending order of acceptance rate, or select and present the sales negotiation history 20 corresponding to the product with the highest acceptance rate. Then, the control unit 103 completes the procedure shown in Figure 5.

[0061] In S55, the control unit 103 outputs a search failure notification to the terminal device 12. Then, the control unit 103 terminates the procedure shown in Figure 5.

[0062] When the terminal device 12 receives information on the searched sales negotiation history 20, it outputs to the user information such as guiding utterances, response utterances, proposal utterances, decision utterances, and acceptance rates contained in the sales negotiation history 20. Conversely, when it receives a search failure notification, it outputs to the user information indicating that no sales negotiation history 20 matching the search criteria exists. The user, i.e., the salesperson or their supervisor, can learn how to conduct past sales negotiations, such as those conducted by experienced salespeople, by checking the guiding utterances, response utterances, proposal utterances, decision utterances, or summaries thereof, which are displayed or output audibly. In particular, if the salesperson or their supervisor specifies a desired acceptance rate as a search criterion, they can learn how to conduct sales negotiations to achieve that desired acceptance rate. This makes it possible to improve the training efficiency of salespeople. Alternatively, the salesperson can search past sales negotiation history while conducting a sales negotiation to help with the operation of the negotiation.

[0063] In a modified example, the negotiation history 20 may include identification information of the sales representative who conducted the negotiation. For example, when a sales representative activates the negotiation support function by operating the terminal device 12, the terminal device 12 sends identification information to the server device 10, and when the server device 10 generates the negotiation history 20, the sales representative's identification information can be included in the negotiation history 20. Furthermore, the analysis information 21 may include the acceptance rate for each sales representative. By specifying a sales representative as a search criterion using the terminal device 12, the utterance information from past negotiations of the specified sales representative can be retrieved. This allows, for example, an inexperienced sales representative to learn the negotiation management techniques of a sales representative with excellent sales performance. Alternatively, by specifying the acceptance rate of a sales representative as a search criterion using the terminal device 12, the utterance information from past negotiations of sales representatives with an acceptance rate higher than the specified acceptance rate can be retrieved.

[0064] In the above-described embodiment, some or all of the operations of the server device 10 may be performed by the terminal device 12. In that case, some or all of the sales negotiation history information 104 may be stored in the storage unit 122 of the terminal device 12 after being acquired from the server device 10, and some or all of the procedures in Figures 3 to 5 may be performed by the control unit 133. In that case, the server device 10 and the terminal device 12, or the terminal device 12 alone, correspond to the "information processing device" of this embodiment.

[0065] In the above-described embodiment, the processing and control program that defines the operation of the terminal device 12 may be stored in the storage unit 102 of the server device 10 or in the storage unit of another server device and downloaded to the terminal device 12 via the network 11, or it may be stored in a non-transient recording and storage medium readable by the terminal device 12 and read by the terminal device 12 from the medium.

[0066] As described above, embodiments have been explained based on various drawings and examples, but it should be noted that those skilled in the art will find it easy to make various modifications and alterations based on this disclosure. Therefore, it should be noted that these modifications and alterations are within the scope of this disclosure. For example, the functions, etc., included in each means, each step, etc., can be rearranged in a logically consistent manner, and multiple means, steps, etc., can be combined into one or divided.

[0067] Some embodiments of the present disclosure are described below. However, it should be noted that the embodiments of the present disclosure are not limited to these. [Note 1] A storage unit that stores information of the first utterance made by the person in charge when the person in charge hears the needs of the customer during a business negotiation with the customer, and information of the second utterance made by the customer indicating the needs, in association with each other. A control unit that outputs information of the first utterance and information of the second utterance according to the search conditions, An information processing device having [Note 2] In Appendix 1, The memory unit further stores information of a third utterance made by the person in charge in accordance with the needs, in association with the information of the first and second utterances. The control unit outputs the information of the third utterance along with the information of the first and second utterances. Information processing device. [Note 3] In Appendix 2, The memory unit further stores information of a fourth utterance indicating the customer's intention regarding the proposal, in association with the information of the first, second, and third utterances. The aforementioned search conditions are search conditions relating to the aforementioned intention, The control unit outputs information about the fourth utterance along with information about the first, second, and third utterances. Information processing device. [Note 4] In any of the appendices 1 to 3, The information of the first and second utterances includes the audio of the first and second utterances extracted from the audio of the business negotiation by the control unit. Information processing device. [Note 5] In any of the appendices 1 to 4, The control unit generates information about the first utterance and information about the second utterance from the audio of the business negotiation and stores them in the storage unit. Information processing device. [Note 6] In Appendix 2 or 3, The control unit generates information of the third utterance from the audio of the business negotiation and stores it in the storage unit. Information processing device. [Note 7] In Appendix 3, The control unit generates information of the fourth utterance from the audio of the business negotiation and stores it in the storage unit. Information processing device. [Note 8] A method for operating an information processing device that stores information of a first utterance made by a representative when the representative hears the customer's needs during a business negotiation with the customer, and information of a second utterance made by the customer indicating those needs, in association with each other. This includes outputting information about the first utterance and information about the second utterance according to the search conditions. The operation method of an information processing device. [Note 9] In Appendix 8, The information processing device further stores information of a third utterance made by the person in charge in accordance with the needs, in association with the information of the first and second utterances. Further including outputting information about the third utterance along with information about the first and second utterances, The operation method of an information processing device. [Note 10] In Appendix 9, The information processing device further stores information of a fourth utterance indicating the customer's intention regarding the proposal, in association with the information of the first, second, and third utterances. The aforementioned search conditions are search conditions relating to the aforementioned intention, Further includes outputting information about the fourth utterance along with information about the first, second, and third utterances, The operation method of an information processing device. [Note 11] In any of the appendices 8 to 10, The information of the first and second utterances includes the audio of the first and second utterances extracted from the audio of the business negotiation. The operation method of an information processing device. [Note 12] In any of the appendices 8 to 11, The system further includes generating and storing information of the first utterance and information of the second utterance from the audio of the business negotiation. The operation method of an information processing device. [Note 13] In Appendix 9 or 10, The further includes generating and storing information of the third utterance from the audio of the aforementioned business negotiation. The operation method of an information processing device. [Note 14] In Appendix 10, The further includes generating and storing information of the fourth utterance from the audio of the aforementioned business negotiation. The operation method of an information processing device. [Note 15] An information processing device that stores information of the first utterance made by the person in charge when he hears the customer's needs during a business negotiation with the customer, and information of the second utterance made by the customer indicating those needs, in association with the customer's needs, The system outputs information about the first utterance and information about the second utterance according to the search criteria. A program for an information processing device. [Note 16] In Appendix 15, The information processing device further stores information of a third utterance made by the person in charge in accordance with the needs, in association with the information of the first and second utterances. The information processing device is further instructed to output information about the third utterance along with the information about the first and second utterances. A program for an information processing device. [Note 17] In Appendix 16, The information processing device further stores information of a fourth utterance indicating the customer's intention regarding the proposal, in association with the information of the first, second, and third utterances. The aforementioned search conditions are search conditions relating to the aforementioned intention, The information processing device is further instructed to output information about the fourth utterance along with information about the first, second, and third utterances. A program for an information processing device. [Note 18] In any of the appendices 15 to 17, The information of the first and second utterances includes the audio of the first and second utterances extracted from the audio of the business negotiation by the control unit. A program for an information processing device. [Note 19] In any of the appendices 15-18, The information processing device generates information of the first utterance and information of the second utterance from the audio of the business negotiation. A program for an information processing device. [Note 20] In Appendix 16 or 17, The information processing device generates the information of the third utterance from the audio of the business negotiation. A program for an information processing device. [Explanation of symbols]

[0068] 10: Server equipment 11: Network 12: Terminal device 101, 121: Communications Department 102, 122: Storage section 103, 133: Control Unit 104: Sales negotiation history information, 105: Large-scale language models 124: Positioning Unit 125: Input section 126: Output section

Claims

1. A storage unit that stores information of the first utterance made by the person in charge when the person in charge hears the needs of the customer during a business negotiation with the customer, and information of the second utterance made by the customer indicating the needs, in association with each other. A control unit that outputs information of the first utterance and information of the second utterance according to the search conditions, An information processing device having

2. In claim 1, The memory unit further stores information of a third utterance made by the person in charge in accordance with the needs, in association with the information of the first and second utterances. The control unit outputs the information of the third utterance along with the information of the first and second utterances. Information processing device.

3. In claim 2, The memory unit further stores information of a fourth utterance indicating the customer's intention regarding the proposal, in association with the information of the first, second, and third utterances. The aforementioned search conditions are search conditions relating to the aforementioned intention, The control unit outputs information about the fourth utterance along with information about the first, second, and third utterances. Information processing device.

4. In claim 1, The information of the first and second utterances includes the audio of the first and second utterances extracted from the audio of the business negotiation by the control unit. Information processing device.

5. In claim 1, The control unit generates information of the first utterance and information of the second utterance from the audio of the business negotiation and stores them in the storage unit. Information processing device.

6. In claim 2, The control unit generates information of the third utterance from the audio of the business negotiation and stores it in the storage unit. Information processing device.

7. In claim 3, The control unit generates information of the fourth utterance from the audio of the business negotiation and stores it in the storage unit. Information processing device.

8. A method for operating an information processing device that stores information of a first utterance made by a representative when the representative hears the customer's needs during a business negotiation with the customer, and information of a second utterance made by the customer indicating those needs, in association with each other. This includes outputting information about the first utterance and information about the second utterance according to the search conditions. The operation method of an information processing device.

9. In claim 8, The information processing device further stores information of a third utterance made by the person in charge in accordance with the needs, in association with the information of the first and second utterances. Further includes outputting the information of the third utterance along with the information of the first and second utterances, The operation method of an information processing device.

10. In claim 9, The information processing device further stores information of a fourth utterance indicating the customer's intention regarding the proposal, in association with the information of the first, second, and third utterances. The aforementioned search conditions are search conditions relating to the aforementioned intention, Further includes outputting information about the fourth utterance along with information about the first, second, and third utterances, The operation method of an information processing device.

11. In claim 8, The information of the first and second utterances includes the audio of the first and second utterances extracted from the audio of the business negotiation. The operation method of an information processing device.

12. In claim 8, The system further includes generating and storing information of the first utterance and information of the second utterance from the audio of the business negotiation. The operation method of an information processing device.

13. In claim 9, The further includes generating and storing information of the third utterance from the audio of the aforementioned business negotiation. The operation method of an information processing device.

14. In claim 10, This further includes generating and storing information of the fourth utterance from the audio of the business negotiation. The operation method of an information processing device.

15. An information processing device that stores information of the first utterance made by the person in charge when he hears the customer's needs during a business negotiation with the customer, and information of the second utterance made by the customer indicating those needs, in association with each other, The system outputs information from the first utterance and information from the second utterance according to the search criteria. A program for an information processing device.

16. In claim 15, The information processing device further stores information of a third utterance made by the person in charge in accordance with the needs, in association with the information of the first and second utterances. The information processing device is further instructed to output information about the third utterance along with the information about the first and second utterances. A program for an information processing device.

17. In claim 16, The information processing device further stores information of a fourth utterance indicating the customer's intention regarding the proposal, in association with the information of the first, second, and third utterances. The aforementioned search conditions are search conditions relating to the aforementioned intention, The information processing device is further instructed to output information about the fourth utterance along with the information about the first, second, and third utterances. A program for an information processing device.

18. In claim 15, The information of the first and second utterances includes the audio of the first and second utterances extracted from the audio of the business negotiation by the control unit. A program for an information processing device.

19. In claim 15, The information processing device generates information of the first utterance and information of the second utterance from the audio of the business negotiation. A program for an information processing device.

20. In claim 16, The information processing device generates the third utterance information from the audio of the business negotiation. A program for an information processing device.

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