Information processing device

Abstract

To improve convenience for sales representatives during business negotiations. [Solution] The information processing device includes a communication unit and a control unit that sends a message to the customer's terminal device via the communication unit, which is generated using a language model based on information indicating the content of a business negotiation between the product salesperson and the customer, to propose the product to the customer.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus.

Background Art

[0002] In various businesses, since the skill of negotiation for promoting customers to purchase products depends on the personal skills of salespersons, various technologies for supporting the improvement of the negotiation skills of salespersons have been proposed. For example, Patent Document 1 discloses a technology for processing sentences necessary for dealing with customers using artificial intelligence.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In the technology for supporting the negotiation of salespersons using artificial intelligence or the like, there is room for improving the convenience of salespersons.

[0005] In view of the above, an information processing apparatus and the like that enable improvement of the convenience of salespersons in negotiation will be disclosed below.

Means for Solving the Problems

[0006] The information processing apparatus in the present disclosure includes a communication unit and a control unit that sends, via the communication unit, a message for proposing the product to the customer, which is generated using a language model based on information indicating the content of negotiation between a salesperson of the product and the customer, to the customer's terminal device.

Effects of the Invention

[0007] According to the information processing apparatus and the like in the present disclosure, it is possible to improve the convenience of salespersons in negotiation. [Brief explanation of the drawing]

[0008] [Figure 1] This is a diagram showing an example of the configuration of an information processing system. [Figure 2] This is a sequence diagram showing an example of the operating procedure of an information processing system. [Modes for carrying out the invention]

[0009] Embodiments of the present invention will be described below.

[0010] Figure 1 shows an example configuration of one embodiment. The information processing system 1 includes one or more server devices 10 and a plurality of terminal devices 12 connected to the server devices 10 via a network 11 so as to be able to communicate information. The server device 10 is, for example, one or a plurality of server computers that can communicate information with each other, and the server computers are appropriately installed, for example, in one or more business offices of a vehicle sales company, one or more data centers, on the cloud, or a combination thereof. The server device 10 corresponds to the "information processing device" in this embodiment. The terminal devices 12 (hereinafter, when distinguishing between a plurality of terminal devices 12, they will be numbered 12-1, 12-2, etc.) are equipped with communication interfaces such as mobile communication and LAN (Local Area Network), are connected to the network 11 so as to be able to communicate information, and are equipped with a microphone for acquiring voice, a processor for processing voice information, and a display for displaying various information generated by the processor. The terminal devices 12 are, for example, personal computers, portable tablet terminal devices, smartphones, etc. Network 11 is, for example, a LAN, the Internet, an ad-hoc network, a MAN (Metropolitan Area Network), a mobile communication network, or another network, or a combination thereof. Terminal device 12-1 is, for example, appropriately installed in one or more vehicle sales offices and used by sales staff. It acquires audio of conversations between sales staff and customers and sends the audio information to server device 10, and displays information received from server device 10 to the sales staff. Another terminal device 12-2 is used by customers and displays information received from server device 10 to the customers.

[0011] The information processing system 1 in this embodiment supports sales representatives of products in negotiations with customers. Products include goods and services. Goods include, for example, vehicles such as passenger cars and commercial vehicles, vehicle accessories, maintenance supplies, etc. Services include vehicle maintenance services, roadside assistance, etc. During negotiations with customers, sales representatives listen to the customer's preferences or needs and provide information on products that match those preferences or needs. Furthermore, sales representatives continue to provide information to customers even after the negotiation to promote the customer's understanding and satisfaction with the products.

[0012] The server device 10 of the information processing system 1 includes a communication unit 101 and a control unit 103 that sends a message (hereinafter referred to as a follow-up message) to the customer's terminal device 12-2 via the communication unit 101. This message is generated using a language model, such as a Large Language Model (LLM) 104, based on information indicating the content of a business negotiation between a salesperson and a customer. The customer's terminal device 12-2, upon receiving the follow-up message, displays or otherwise presents the message to the customer, allowing the customer to consider purchasing the product even after the business negotiation. The salesperson can send a follow-up message corresponding to the content of the business negotiation to the customer with simple operation of the terminal device 12-1, thereby improving the convenience of the salesperson.

[0013] 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.

[0014] 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.

[0015] The storage unit 102 includes, for example, one or more semiconductor memories, one or more magnetic memories, one or more optical memories, or a combination of at least two of these, which function as main memory, auxiliary memory, or cache memory. The semiconductor memory is, for example, RAM (Random Access Memory) or ROM (Read Only Memory). The RAM is, for example, SRAM (Static RAM) or DRAM (Dynamic RAM). The ROM is, for example, EEPROM (Electrically Erasable Programmable ROM). The storage unit 102 stores control and processing programs necessary for the operation of the server device 10, various information required by the server device 10 to execute the control and processing programs, and information obtained through the operation of the server device 10.

[0016] The control unit 103 includes one or more processors, one or more dedicated circuits, or a combination thereof. The processors are, for example, general-purpose processors such as CPUs (Central Processing Units) or dedicated processors such as GPUs (Graphics Processing Units) specialized for specific processing. The dedicated circuits are, for example, FPGAs (Field-Programmable Gate Arrays) or ASICs (Application Specific Integrated Circuits). The control unit 103 controls each part of the server device 10 and performs information processing related to the operation of the server device 10.

[0017] In this embodiment, the storage unit 102 stores the LLM 104. If the server device 10 is composed of multiple server computers, the LLM 104 may be stored in any server computer, for example, a server computer that provides cloud services. The LLM 104 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 generally perform natural language processing such as information extraction, text summarization, question and answer, and text creation.

[0018] Figure 2 is a sequence diagram illustrating the operation procedure of the information processing system 1 in this embodiment. Figure 2 shows the procedure for the coordinated operation of the server device 10 and terminal devices 12-1 and 12-2. The steps related to various information processing of the server device 10 in Figure 2 are executed by the control unit 103. In addition, the steps related to sending and receiving various information of the server device 10 are executed by the control unit 103 sending and receiving information via the communication unit 101. In the server device 10, the control unit 103 appropriately stores the information to be sent, received, and processed in the storage unit 102.

[0019] The procedure shown in Figure 2 is performed when a sales representative operates the terminal device 12-1 to establish communication with the server device 10 for negotiation support while conducting business negotiations with a customer.

[0020] Terminal device 12-1 acquires audio of the business negotiation between the salesperson and the customer (S20). Terminal device 12-1 collects the audio of the negotiation using a microphone, and generates audio information by applying noise reduction and encoding processing to the acquired audio data. Terminal device 12-1 can generate audio information at intervals such as the arrival of a silent period or the elapsed of a certain amount of time. Next, terminal device 12-1 sends the generated audio information of the negotiation to server device 10 (S21).

[0021] The server device 10 performs a process of converting the voice information of the business negotiation into text (S22). The server device extracts an acoustic feature amount from the voice information, and separates the voices of the salesperson and the customer based on the acoustic feature amount. The server device 10 performs a speech recognition process on the separated voice information to extract phonemes, words, etc., generate a word sequence, and generate text for each speaker. Next, the server device 10 generates proposal information using the LLM 104 based on the text of the business negotiation (S23). By the LLM 104, the context of the text of the business negotiation is analyzed, the speech intention, key points, etc. are extracted, and the product information that matches the extracted intention is selected from the database. A database containing such product information is stored in the storage unit 102 in advance. The product information includes information such as product descriptions, features, advantages, purchase methods, and promotion information. Then, the LLM 104 generates proposal information including proposal candidates. Here, the candidates are ranked based on, for example, their relevance to the product. Then, the server device 10 sends the generated proposal information to the terminal device 12-1.

[0022] Next, the terminal device 12-1 displays the proposal information sent from the server device 10 to the salesperson and prompts for confirmation (S25). The salesperson selects one of the displayed proposal candidates, for example, while referring to the ranking. Next, the salesperson operates the terminal device 12-1 and sends an instruction for dealing with the customer to the server device 10 (S26). The response instruction includes the necessity of sending a follow-up message. The instruction to send a follow-up message includes information such as the proposal content selected by the salesperson from the candidates, the identification information and contact information (e-mail address, SNS (Social Networking Service) account, etc.) of the customer. The response instruction may also include a specification of the format including the tone (formal or casual) of the follow-up message.

[0023] When the response instruction includes a follow-up message sending instruction (Yes in S27), the server device 10 generates a follow-up message using the LLM 104 (S28). In the LLM 104, based on the product information of the proposed target, a text sentence corresponding to the negotiation context is generated, and a follow-up message including the text sentence is generated. The follow-up message includes, for example, information such as the vehicle model, color, grade, quotation according to the options that the customer considered purchasing, delivery date, etc., information on similar products that could not be introduced during the negotiation, or a URL where information on similar products can be referred to. The follow-up message includes the product information of the proposed target. The follow-up message may further include an image, voice, etc. for product description. Furthermore, the follow-up message may include general greeting words such as gratitude to the customer. Next, the server device 10 sends the follow-up message to the terminal device 12-2 (S29). The server device 10 sends the follow-up message to the terminal device 12-2 based on the customer identification information and contact information obtained from the terminal device 12-1. In the customer identification information, for example, the customer number, etc., the customer's email address, etc. may be associated and stored in the storage unit 102 in advance. Note that when the response instruction does not include a follow-up message sending instruction (No in S27), the procedure in FIG. 2 ends.

[0024] The terminal device 12-2 displays the follow-up message received from the server device 10 to the customer (S30). By checking the follow-up message, the customer can continue to consider purchasing the product from the negotiation.

[0025] According to this embodiment, a salesperson can easily send a follow-up message corresponding to the negotiation content to the customer. For example, even if the negotiation is recorded and a language model is used, compared with the case where the salesperson gives instructions one by one such as text conversion of the negotiation, summary creation, and follow-up message drafting, it is possible to send the follow-up message more easily. Therefore, it is possible to improve the convenience of the salesperson.

[0026] 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. [Explanation of Symbols]

[0027] 10: Server equipment, 11: Network, 12: Terminal equipment, 101: Communications department 102: Memory unit, 103: Control unit, 104: Large-scale language model

Claims

1. Communications Department and, A control unit sends a message to the customer's terminal device via the communication unit, which is generated using a language model based on information indicating the content of a business negotiation between the product salesperson and the customer, to propose the product to the customer. An information processing device having

2. In claim 1, The message includes at least one of the information about the product the customer considered purchasing and other similar products that could not be introduced during the negotiation. Information processing device.

3. In claim 1, The control unit sends the message on the condition that it receives instructions from the sales representative's terminal device. Information processing device.

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