Intelligence provision methods

Abstract

Improve the technology that supports business negotiations. [Solution] An information provision method performed by an information processing device, comprising: acquiring evaluation information related to the likelihood of purchase in multiple business negotiations; and presenting the evaluation information for each business negotiation to a manager.

Description

Technical Field

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[0001] This disclosure relates to an information providing method.

Background Art

[0002] Conventionally, techniques for analyzing the content of negotiations related to products are known. For example, Patent Document 1 discloses a dialogue analysis system that checks whether a salesperson explains what should be explained and does not mention what should not be mentioned in negotiations with customers.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] Although Patent Document 1 shows a technique for analyzing the content of negotiations by machine learning, the provision of evaluation information related to the customer's purchase possibility to support negotiations has not been sufficiently studied so far. Thus, there has been room for improvement in the technique for supporting negotiations like this.

[0005] In view of such circumstances, an object of the present disclosure is to improve a technique for providing evaluation information related to the customer's purchase possibility to support negotiations.

Means for Solving the Problems

[0008] [Figure 1] This is a block diagram showing the schematic configuration of the system according to this embodiment. [Figure 2] This is a flowchart showing the operation of an information processing device. [Modes for carrying out the invention]

[0009] The embodiments of this disclosure will now be described. Referring to Figure 1, the overview and configuration of System 1 according to this embodiment will be described. System 1 according to this embodiment comprises an information processing device 10, a terminal device 20, and a terminal device 30. The information processing device 10 is a server device installed, for example, in a data center. The terminal device 20 is any device used by users such as staff. The terminal device 30 is any device used by users such as managers who manage staff. These devices are connected to each other so as to be able to communicate via a network 40 such as the Internet. In Figure 1, one information processing device 10, one terminal device 20, and one terminal device 30 are shown, but System 1 may comprise multiple units of these devices.

[0010] First, an overview of the information provision method according to this embodiment will be described, and details will be described later. In this embodiment, a business negotiation is, for example, a business negotiation related to the sale of a vehicle, and the offering related to the business negotiation is a vehicle, but is not limited to this. For example, a business negotiation may be a meeting aimed at concluding various types of contracts, such as the buying and selling of real estate, the contract of insurance products, or the sale of financial products. In addition, the offering related to the business negotiation in this embodiment may be goods, services, digital content, licenses, data / information, financial products, real estate, intangible assets, other tradable rights, etc. The information processing device 10 according to this embodiment acquires evaluation information related to the possibility of purchase in multiple business negotiations. Multiple business negotiations may be, for example, multiple business negotiations being conducted simultaneously at the same store. The evaluation information related to the possibility of purchase may include quantitative information such as a purchase possibility score. The purchase possibility score may be defined, for example, by a numerical value indicating the possibility of purchase (0 to 100%, etc.), a rank (1 to 5, etc.), a category classification (low, medium, high, etc.), etc. The evaluation information related to the possibility of purchase may also include qualitative information related to the possibility of purchase. Qualitative information includes, for example, information related to the purpose of the visit, past purchase history, vehicle models of interest, options, whether a test drive has been conducted, browsing history on websites, budget, and comparisons with competing vehicle models. Purposes of visit include, for example, considering a new car purchase, trading in a currently owned vehicle, seeking advice on repairs and maintenance, gathering information on vehicle models, booking a test drive, participating in specific campaigns or events, etc. The information processing device 10 then presents the manager with evaluation information regarding the likelihood of purchase in each negotiation.

[0011] Thus, according to this embodiment, the information processing device 10 acquires evaluation information regarding the likelihood of purchase in multiple business negotiations and presents it to the manager. Because the manager can easily grasp the evaluation information regarding the likelihood of purchase, the technology supporting business negotiations is improved in that it can appropriately seize sales opportunities.

[0012] Next, the configurations of the information processing device 10, terminal device 20, and terminal device 30 will be described in detail. As shown in Figure 1, the information processing device 10 comprises a control unit 11, a storage unit 12, an input unit 13, an output unit 14, and a communication unit 15. The control unit 11 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for a specific process. The control unit 11 controls each part of the information processing device 10 and executes processes related to the operation of the information processing device 10. The storage unit 12 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 12 functions, for example, as a main memory or auxiliary memory. The storage unit 12 stores data used for the operation of the information processing device 10 and data obtained by the operation of the information processing device 10. The input unit 13 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 13 accepts operations to input data used in the operation of the information processing device 10. The output unit 14 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 14 outputs data obtained by the operation of the information processing device 10. The communication unit 15 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 15 receives data used in the operation of the information processing device 10 and transmits data obtained by the operation of the information processing device 10.

[0013] As shown in Figure 1, the terminal device 20 comprises a control unit 21, a storage unit 22, an input unit 23, an output unit 24, and a communication unit 25. The control unit 21 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for specific processing. The control unit 21 controls each part of the terminal device 20 and executes processing related to the operation of the terminal device 20. The storage unit 22 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 22 functions, for example, as a main memory or auxiliary memory. The storage unit 22 stores data used for the operation of the terminal device 20 and data obtained by the operation of the terminal device 20. The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 23 accepts operations to input data used for the operation of the terminal device 20. The output unit 24 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 24 outputs data obtained by the operation of the terminal device 20. The communication unit 25 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 25 receives data used in the operation of the terminal device 20 and transmits data obtained by the operation of the terminal device 20.

[0014] As shown in Figure 1, the terminal device 30 comprises a control unit 31, a storage unit 32, an input unit 33, an output unit 34, and a communication unit 35. The control unit 31 includes at least one processor. The processor is a general-purpose processor such as a CPU, or a dedicated processor specialized for specific processing. The control unit 31 controls each part of the terminal device 30 and executes processing related to the operation of the terminal device 30. The storage unit 32 includes at least one semiconductor memory, etc. The semiconductor memory is, for example, RAM or ROM. The storage unit 32 functions, for example, as a main memory or auxiliary memory. The storage unit 32 stores data used for the operation of the terminal device 30 and data obtained by the operation of the terminal device 20. The input unit 23 includes at least one input interface. The input interface may be, for example, a physical key, a touchscreen, a sound sensor that accepts voice input, or a camera that accepts gesture input. The input unit 33 accepts operations to input data used for the operation of the terminal device 30. The output unit 34 includes at least one output interface. The output interface is, for example, a display that outputs information as video, or a speaker that outputs information as audio. The output unit 34 outputs data obtained by the operation of the terminal device 30. The communication unit 35 includes at least one external communication interface. The communication interface may be either a wired communication interface or a wireless communication interface. In the case of wired communication, the communication interface is, for example, a LAN or USB. In the case of wireless communication, the communication interface is, for example, an interface compatible with a mobile communication standard such as 5G, or an interface compatible with short-range wireless communication. The communication unit 25 receives data used for the operation of the terminal device 20 and transmits data obtained by the operation of the terminal device 30.

[0015] The functions of the information processing device 10, terminal device 20, or terminal device 30 are realized by executing a program according to this embodiment on a processor corresponding to the control unit 11, control unit 21, or control unit 31. In other words, the functions of the information processing device 10, terminal device 20, or terminal device 30 are realized by software. The program causes the computer to function as the information processing device 10, terminal device 20, or terminal device 30 by having the computer execute the operations of the information processing device 10, terminal device 20, or terminal device 30. In other words, the computer functions as the information processing device 10, terminal device 20, or terminal device 30 by executing the operations of the information processing device 10, terminal device 20, or terminal device 30 according to the program. In this embodiment, the program can be recorded on a computer-readable recording medium. Computer-readable recording media include non-temporary computer-readable media, such as magnetic recording devices and semiconductor memory. The program is distributed, for example, by selling, transferring, or lending portable recording media such as DVDs on which the program is recorded. Furthermore, program distribution may be carried out by storing the program in the storage of an external server and sending the program from the external server to other computers. Alternatively, the program may be provided as a program product. Some or all of the functions of the information processing device 10, terminal device 20, or terminal device 30 may be implemented by dedicated circuits corresponding to the control unit 11, control unit 21, or control unit 31. In other words, some or all of the functions of the information processing device 10, terminal device 20, or terminal device 30 may be implemented by hardware.

[0016] Referring to Figure 2, the operation of the information processing device 10 according to this embodiment will be described. First, the control unit 11 of the information processing device 10 acquires evaluation information related to the likelihood of purchase in multiple business negotiations (S10).

[0017] Any method can be used for acquiring evaluation information. For example, evaluation information may be acquired from audio information during business negotiations. Any method can be used for acquiring audio information. For example, the control unit 11 may acquire audio information from external devices, including the staff's terminal device 20, via the communication unit 15 and the network 40. Alternatively, the control unit 11 may acquire audio information via the input unit 13. The control unit 11 may then estimate evaluation information based on the audio information during business negotiations and acquire the estimation result as evaluation information. Any method can be used for the estimation process. For example, the control unit 11 may input the audio information during business negotiations as explanatory variables into a learning model and estimate evaluation information related to purchase possibility as the output of the learning model. The learning model is a model created by machine learning using a machine learning algorithm. The learning model may be, for example, a machine learning model constructed based on a decision tree, a Convolutional Neural Network (CNN), a Recurrent Neural Network (RNN), or a model generated based on other machine learning algorithms such as deep learning.

[0018] The evaluation information may be obtained based on the input information of the staff involved in the sales negotiation. For example, the evaluation information may be determined based on the input information related to the sales negotiation with the customer entered into the staff's terminal device 20. Such input information includes the customer's needs, desired conditions (vehicle type, options, color, etc.), budget, preferred payment method, estimated purchase timing, status of consideration of competing vehicle types, past visit history, whether or not a test drive was taken, interest in campaigns and benefits, questions from the customer, progress of the sales negotiation, and likelihood of closing the deal. The control unit 11 may obtain the evaluation information based on this information.

[0019] Note that the evaluation information may be estimated based on the customer's image information in each negotiation. The image information includes still image information and moving image information. For example, the control unit 11 may acquire image information from an external device such as the staff terminal device 20 via the communication unit 15 and the network 40. Also, for example, the control unit 11 may acquire image information via the input unit 13. Then, the control unit 11 may estimate the evaluation information based on the image information during the negotiation and obtain the estimation result as the evaluation information. Any method may be adopted for the estimation process. For example, the control unit 11 may input the image information during the negotiation as an explanatory variable into the learning model and estimate the evaluation information as the output of the learning model.

[0020] Next, the control unit 11 presents the evaluation information regarding the purchase possibility in each negotiation to the manager (S20). Any method can be adopted for the presentation process of the evaluation information in each negotiation. For example, the control unit 11 may transmit data to the manager's terminal device 30 via the communication unit 15, and present the evaluation information regarding the purchase possibility through the user interface displayed and output by the output unit 34 of the terminal device 30. Alternatively, the control unit 11 may present the evaluation information regarding the purchase possibility to the manager through the user interface displayed and output by the output unit 14.

[0021] As described above, according to this embodiment, the information processing device 10 acquires the evaluation information regarding the purchase possibility in a plurality of negotiations and presents it to the manager. Since the manager can easily grasp the evaluation information regarding the purchase possibility, the technology for supporting negotiations is improved in terms of appropriately capturing sales opportunities.

[0022] Although the present disclosure has been described based on the drawings and examples, it should be noted that those skilled in the art may make various modifications and alterations based on the present disclosure. Therefore, it should be noted that these modifications and alterations are included in the scope of the present disclosure. For example, the functions etc. included in each component or each step etc. can be rearranged so as not to be logically contradictory, and it is possible to combine or divide a plurality of components or steps etc. into one.

[0023] For example, in the above S20, the control unit 11 of the information processing apparatus 10 may visually present the evaluation information regarding the purchase possibility of each negotiation by means of objects such as a heat map, an icon, etc. on a virtual office simulating the negotiation room. For example, corresponding to a negotiation with a high purchase possibility, the room related to the negotiation may be highlighted by a heat map, an icon, etc. This enables the manager to easily grasp visually which negotiation has a high response priority.

[0024] Also, for example, the control unit 11 of the information processing apparatus 10 may determine the negotiation in which the manager should participate based on the evaluation information regarding the purchase possibility in each negotiation, and present the negotiation. By doing so, among a plurality of negotiations, it is possible to easily grasp which negotiation the manager should prioritize to respond to. For example, the negotiation in which the manager should participate may have a purchase possibility of not less than a first predetermined value (for example, 50% or more). In the case of a negotiation with a high purchase possibility, the conclusion probability may be improved by the manager's participation. Alternatively, the negotiation in which the manager should participate may have a purchase possibility of less than a second predetermined value (for example, less than 90%). This is because in the case of a negotiation with an extremely high purchase possibility, a conclusion can be reached even without the manager's participation. Also, the negotiation in which the manager should participate may be determined based on the history information of the negotiation staff. The history information of the negotiation staff may include, for example, the past conclusion rate of the negotiation staff. For example, in the case of a staff member with a low conclusion rate alone, the manager may be prioritized to participate. On the other hand, in the case of a staff member with a high conclusion rate alone, the priority may be lowered. Furthermore, the control unit 11 may determine the timing for the manager to participate in the negotiation and present the timing. The timing for the manager to participate in the negotiation may also be determined based on the history information of the negotiation staff. For example, in the case of a staff member with a low conclusion rate alone, the manager may be made to participate immediately. On the other hand, in the case of a staff member with a high conclusion rate alone, the manager may participate in the negotiation later.

[0025] For example, when estimating evaluation information related to purchase possibility based on voice information, the control unit 11 of the information processing device 10 may calculate the accuracy of the estimation. The control unit 11 may also output the evaluation information along with the accuracy. By doing so, the reliability of the evaluation information can be improved, and users can make decisions while considering the accuracy of the evaluation information.

[0026] For example, when estimating evaluation information related to purchase possibility based on voice information, if the control unit 11 of the information processing device 10 cannot estimate the evaluation information related to purchase possibility for each customer in multiple business negotiations with a predetermined degree of certainty or higher within a predetermined time, it may present information that the purchase possibility of that business negotiation is unknown (hereinafter also referred to as suggestion information) to the terminal device 20. The predetermined time may be any time, for example, 30 minutes. The predetermined degree of certainty may be any probability, for example, 50%. In this way, if the evaluation information related to purchase possibility remains unknown for a predetermined time or longer, suggestion information can be presented to the staff's terminal device 20 to encourage the staff to extract the evaluation information related to purchase possibility. The suggestion information may also include questions to elicit the evaluation information related to purchase possibility. Including such questions makes it easier to obtain information from the customer.

[0027] Furthermore, in the embodiment described above, it is also possible to have an embodiment in which the configuration and operation of the information processing device 10 are distributed among multiple computers that can communicate with each other. [Explanation of Symbols]

[0028] 1: System, 10: Information Processing Unit, 11: Control Unit, 12: Storage Unit, 13: Input Unit, 14: Output Unit, 15: Communication Unit, 20: Terminal Device, 21: Control Unit, 22: Storage Unit, 23: Input Unit, 24: Output Unit, 25: Communication Unit, 30: Terminal Device, 31: Control Unit, 32: Storage Unit, 33: Input Unit, 34: Output Unit, 35: Communication Unit, 40: Network

Claims

1. An information provision method performed by an information processing device, To obtain evaluation information regarding the likelihood of purchase in multiple business negotiations, The evaluation information for each business negotiation will be presented to the manager, Information provision methods, including those mentioned above.

2. The information provision method according to claim 1, The aforementioned evaluation information is estimated based on audio information from business negotiations, and the method of providing this information is as follows:

3. The information provision method according to claim 1, The aforementioned evaluation information is obtained based on input from staff members during each business negotiation; this is the method of providing the information.

4. The information provision method according to claim 1, The aforementioned evaluation information is estimated based on image information of the customer in each business negotiation, and this is the method of providing the information.

5. The information provision method according to claim 1, further, A method of providing information, including determining and presenting business opportunities that the manager should participate in based on the aforementioned evaluation information.

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