Information processing device, information processing system, information processing method, and program

Abstract

To improve convenience for users or service providers. [Solution] An information processing device comprising: an acquisition unit that acquires multiple pieces of target information which are combinations of first information regarding an inquiry about a service input by a user to an unmanned chat and second information regarding an inquiry about a service input after the unmanned chat to a manned service where a human responds to the inquiry; and a processing unit that references at least the content of the second information of the target information, classifies the second information by content type, and displays classification information on a display unit of a terminal device of a service provider that associates the classification results corresponding to the first information with an indicator indicating the number of types as information for improving the information provided by the unmanned chat.

Description

[Technical field]

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

[0002] Conventionally, there is known a customer support system that includes a public solution database that a customer support entity makes public to users, and an internal solution database that is usually used within the customer support entity (see Patent Document 1). This customer support system is characterized in that when the user inquires of the customer support entity, the search results of the public solution database by the user are sent to the customer support entity together with the contents of the inquiry, and the answer obtained by searching the internal solution database and processing by an agent is displayed on the customer terminal of the user. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2004-46670 A Summary of the Invention [Problem to be solved by the invention]

[0004] Conventionally, when a computer cannot provide a response, an operator provides the response instead of the computer. In this case, the response may not be available during busy times, or it may be costly, resulting in poor convenience for users or service providers.

[0005] The present invention has been made in consideration of the above circumstances, and has as its object to provide an information processing device, an information processing system, an information processing method, and a program that can help improve the convenience of users or service providers. For example, information for improving the mechanism by which a computer responds can be provided. [Means for solving the problem]

[0006] One aspect of the present invention is an information processing device that includes an acquisition unit that acquires multiple pieces of target information that are a combination of first information regarding an inquiry about a service input by a user to an unmanned chat and second information regarding an inquiry about a service input after the unmanned chat to a manned service in which a human responds to the inquiry, and a processing unit that references the content of at least the second information of the target information, classifies the second information by content type, and displays classification information on a display unit of a terminal device of a service provider that associates the classification results corresponding to the first information with an indicator indicating the number of types as information for improving the information provided by the unmanned chat. Effect of the Invention

[0007] According to one aspect of the present invention, it is possible to provide an information processing device, an information processing system, an information processing method, and a program that can help improve convenience for users or service providers (or administrators). [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram showing an example of a configuration for realizing an electronic payment service. [Diagram 2] This is a sequence diagram (part 1) illustrating the general flow of electronic payment. [Diagram 3] This is a sequence diagram (part 2) illustrating the general flow of electronic payment. [Figure 4] FIG. 2 is a configuration diagram of a payment server 100 according to the embodiment. [Diagram 5] FIG. 13 is a diagram showing an example of the contents of user information 172. [Figure 6] FIG. 13 is a diagram showing an example of the contents of affiliated store / store information 176. [Figure 7] FIG. 2 illustrates an example of a functional configuration of a card server 200. [Figure 8] FIG. 4 illustrates an example of a functional configuration of an information processing device 400. [Figure 9] 13 is a diagram showing an example of an interface screen IM1 provided by the card server 200 and the mini appli 30. FIG. [Figure 10] FIG. 13 is a diagram showing an example of the contents of log information 276. [Figure 11] 10 is a diagram for explaining an example of a flow of processing executed by the information processing device 400. FIG. [Figure 12] FIG. 13 is a diagram showing an example of an analysis result. [Figure 13] FIG. 11 is a diagram showing another example of the analysis result. [Figure 14] FIG. 11 is a diagram showing another example of the analysis result. [Figure 15] FIG. 13 is a diagram for explaining a comparative example and the present embodiment. [Figure 16] FIG. 13 is a diagram showing chat information 274 before an update and chat information 274 after an update. [Figure 17] 11A and 11B are diagrams for explaining an example of updating a display mode. [Figure 18] FIG. 13 is a diagram showing a transition in the number of manned chat inflows during a predetermined period. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] Hereinafter, with reference to the drawings, an embodiment of an information processing device, an information processing system, an information processing method, and a program of the present invention will be described. Various devices for providing services to users and performing internal analysis, such as the "server" that will be described below, may be realized by a group of distributed devices, and each device may be operated by a different business operator. Furthermore, the owner of the hardware of the device (the cloud server provider) and the business operator that actually operates the device may also be different. An application program and a payment server work together to provide an electronic payment service. In the following description, the application program is referred to as a payment application. An electronic payment service is a service that supports payments related to the purchase of goods and services at a store. A store is, for example, a physical store (real store) that exists in the real world, but may also include a virtual store for electronic commerce. A virtual store may include a store provided by an entity different from the operator of the electronic payment service. In that case, when making a payment for shopping at a virtual store, the screen may be controlled to transition to an interface screen of the electronic payment service. In an electronic payment service, a store is treated as belonging to, for example, an affiliated store (brand), and processing such as payment when a purchase is made at a store is mainly performed between the user and the affiliated store. Alternatively, processing such as payment may be carried out between the user and the store.

[0010] [Electronic payment service] FIG. 1 is a diagram showing an example of the configuration of an electronic payment system in which an electronic payment service is realized. The electronic payment service is realized mainly by a payment server 100. The electronic payment system that realizes the electronic payment service includes, for example, one or more user terminal devices 10, one or more first store terminal devices 50, one or more second store terminal devices 70, a payment server 100, a card server 200, a manned chat terminal device 300, an information processing device 400, and a management device 500. These devices communicate with each other via a network NW, for example. The network NW includes, for example, the Internet, a LAN (Local Area Network), a wireless base station, a provider device, and the like. A part or all of the functional configuration included in the electronic payment system may be distributed to multiple devices in any form, or may be integrated into any device.

[0011] [User terminal device] The user terminal device 10 is, for example, a portable terminal device such as a smartphone or a tablet terminal. The user terminal device 10 is a computer device having at least an optical reading function, a communication function, a display function, an input acceptance function, and a program execution function. In the following description, components for realizing these functions are referred to as a camera, a communication device, a touch panel, a CPU (Central Processing Unit), and the like. In the user terminal device 10, a processor such as a CPU executes a payment application 20, and the device operates to provide an electronic payment service to a user in cooperation with a payment server 100. The payment application 20 is installed in the user terminal device 10 from, for example, an application store, and controls the camera, the communication device, the touch panel, and the like. A mini application 30 that operates within the payment application 20 is installed in the user terminal device 10. The mini application 30 provides, for example, a credit card-related service to a user in cooperation with a card server 200.

[0012] [First store terminal device] The first store terminal device 50 is installed, for example, in a store. The first store terminal device 50 is a computer device having at least a product price acquisition function, an optical reading function, a program execution function, and a communication function. The first store terminal device 50 includes a so-called POS (Point of Sale) device, and the product price acquisition function and the optical reading function may be realized by the POS device. The store code image 60 is placed in the store, and is a code image such as a QR code (registered trademark) printed on a paper or plastic medium. The store code image 60 may be displayed on a display placed in the store (which may be the display of a terminal device such as a smartphone).

[0013] [Second store terminal device] The second store terminal device 70 is used by the operator of the affiliated store. The second store terminal device 70 is a smartphone, a tablet terminal, a personal computer, or the like. An interface 72 for affiliated stores runs on the second store terminal device 70. The interface 72 for affiliated stores may be an app for affiliated stores or a browser. The interface 72 for affiliated stores accepts coupon settings and the like made by the operator of the affiliated store and transmits them to the payment server 100. The second store terminal device 70, which is a smartphone, has the function of displaying a code image corresponding to a store code image and reading a code image displayed by the user terminal device 10 by executing the app for affiliated stores.

[0014] [Payment server] The payment server 100 realizes electronic payment based on payment information received from the user terminal device 10 or the first store terminal device 50. The first store terminal device 50 may include a POS device and an affiliated store server, in which case the payment information is sent from the POS device via the affiliated store server to the payment server 100. In the following explanation, no distinction is made between these two and it is assumed that the payment information is sent from the first store terminal device 50.

[0015] 2 and 3 are sequence diagrams illustrating the general flow of electronic payment. There may be two patterns of electronic payment: pattern 1 and pattern 2.

[0016] In the case of pattern 1 (hereinafter referred to as user scan) shown in FIG. 2, the user terminal device 10 with the payment application 20 activated decodes the store code image 60 by the optical reading function (S1). The store code image 60 includes store URL (Uniform Resource Locator) information. This store URL is an electronic payment service domain to which store-identifying information is added, and is associated with an affiliated store ID, a store ID, etc. in the payment server 100 (described later). The payment application 20 transmits the first payment information including the store URL and the account ID to the payment server 100 (S2). The payment server 100 searches for store information (described later) from the affiliated store ID and the store ID corresponding to the store URL, acquires the affiliated store name and the store name information (S3), and transmits it to the payment application 20 (S4). The user inputs the payment amount into the user terminal device 10 on the screen on which the affiliated store name and the store name are displayed (S5). Then, the user terminal device 10 generates second payment information including at least the payment amount, and transmits it to the payment server 100 (S6). The payment server 100 performs electronic payment based on the received second payment information (S7). The payment server 100 then transmits a payment completion notice (information for displaying a payment completion screen) to the payment application 20 (S8), and the payment application 20 displays the payment completion screen (S9). Note that when the store code image 60 is displayed on a display installed in the store, the store code image 60 may include not only the store URL but also information on the payment amount. In this case, the step of the user inputting the payment amount is omitted, and the information on the payment amount is included in the first payment information and transmitted to the payment server 100. Information on the affiliated store name and the store name may be included in the payment completion screen and displayed.

[0017] In the case of pattern 2 (hereinafter referred to as store scan) shown in FIG. 3, when the payment application 20 is started, when a payment operation is performed in the payment application 20, when an automatic update timing (e.g., every minute) occurs, and at other timings, the payment application 20 transmits a request for issuing a one-time code to the payment server 100 (S11). The payment server 100 generates a one-time code (S12) and transmits it to the payment application 20 (S13). The payment application 20 displays a code image such as a QR code or a barcode generated based on the one-time code (S14). The user holds (presents) the display surface of the user terminal device 10 over the first store terminal device 50, and the first store terminal device 50 decodes the code image by an optical reading function and obtains the one-time code, etc. (S15). The first store terminal device 50 then generates payment information including the one-time code, payment amount, affiliated store ID, store ID, etc., and transmits it to the payment server 100 (S16). The payment amount information is acquired in advance by reading a barcode or manually entering it. The payment server 100 identifies the user corresponding to the one-time code based on the received information and performs electronic payment (S17). The payment server 100 then transmits a payment completion notice to the payment application 20 (S18), and the payment application 20 displays a payment completion screen (S19).

[0018] Note that electronic payment may be performed using only one of the above patterns. Furthermore, the "account ID" described in FIG. 2 may be other information (e.g., a phone number) that can be used as user identification information. Furthermore, issuance of a one-time code may be omitted in the store scan, and the payment application 20 may display a code image generated based on the user's account ID. In this case, the payment server 100 identifies the user corresponding to the account ID instead of identifying the user corresponding to the one-time code.

[0019] [Payment server functional configuration] 4 is a configuration diagram of the payment server 100. The payment server 100 includes, for example, a communication unit 110, a content providing unit 120, a payment processing unit 130, an information management unit 140, and a storage unit 170. The components other than the communication unit 110 and the storage unit 170 are realized by, for example, a hardware processor such as a CPU executing a program (software). Some or all of these components may be realized by hardware (including circuitry) such as an LSI (Large Scale Integration), an ASIC (Application Specific Integrated Circuit), an FPGA (Field-Programmable Gate Array), a GPU (Graphics Processing Unit), or a SOC (System On Chip), or may be realized by cooperation between software and hardware. The program may be stored in advance in a storage device (a storage device with a non-transient storage medium) such as an HDD (Hard Disk Drive) or flash memory, or may be stored in a removable storage medium (non-transient storage medium) such as a DVD or CD-ROM, and installed in the storage device by inserting the storage medium into a drive device.

[0020] The storage unit 170 is a HDD, a flash memory, a RAM (Random Access Memory), or the like. The storage unit 170 may be a NAS (Network Attached Storage) device that the payment server 100 can access via a network. The storage unit 170 stores information such as user information 172, content information 174, and affiliated store / shop information 176. Some of this information may be stored in the storage unit of the user terminal device 10. Details of each piece of information will be described later.

[0021] The communication unit 110 is a communication interface for connecting to the network NW. The communication unit 110 is, for example, a network interface card.

[0022] The content providing unit 120 has, for example, a function of a web server, and provides information (content) for displaying various screens of the electronic payment service to the user terminal device 10. The content providing unit 120 reads out necessary content from the content information 174 as appropriate and provides it to the user terminal device 10. The user terminal device 10 accepts various inputs by the user while the content is being played by the payment application 20, and transmits the above-mentioned payment information and the like to the payment server 100. The above content may be generated by the payment application 20. In this case, the content providing unit 120 provides the payment application 20 with information required for generating the content.

[0023] The payment processing unit 130 performs payment processing based on the payment information transmitted by the user terminal device 10 or the first store terminal device 50. The payment processing unit 130 performs payment processing while referring to the user information 172.

[0024] [User information] FIG. 5 is a diagram showing an example of the contents of the user information 172. The user information 172 is an example of the registration information of a user. The user information 172 is, for example, a user URL, an account ID, a telephone number, a password, as well as information associated with an email address, a user ID, a name, an address, a date of birth, a registration date, a charge balance, a credit payment setting, a credit payment limit, a credit payment amount used, a credit payment available amount, a payment method setting, a bank account, a credit card number, charge history information, and payment history information. The user URL is used for a remittance process between users. When registering for the electronic payment service, it is necessary to register a telephone number and a password. The account ID is issued to the user by the payment server 100, and the user ID is an ID that can be set by the user at will (does not have to be set). Similarly, the email address, and the name, address, and date of birth are information that can be set by the user at will (does not have to be set). The registration date is the date on which the user registered for the electronic payment service (the date on which the account was created). Hereinafter, the user's instance (electronic payment account) to which this information is associated will be referred to as an account.

[0025] The charge balance is information indicating the balance of electronic money set by a user by transferring money to an account in advance. Means of transfer include transfer from an ATM (Automatic Teller Machine) of a designated business (bank) and transfer from a registered bank account. The credit payment setting is information indicating whether or not the setting for enabling electronic payment by credit payment using the payment application 20 has been completed, and is set to either "completed" or "not completed". The credit payment limit is the credit payment limit that can be used each month, the credit payment usage amount is the amount of credit payment already used in the current month, and the credit payment available amount is the amount of credit payment that can be used in the current month, which is calculated by subtracting the credit payment usage amount from the credit payment limit. Although only one credit payment limit is shown in the figure, in reality, there is also a daily upper limit, and the lower of these may be set as the credit payment limit. Further details of the credit payment will be described later. The payment method setting is setting information indicating whether the user will perform electronic payment using the charge balance or payment by credit payment at that time. The bank account and credit card number are information on a bank account or credit card number (account number, card number) that can be used to deposit funds into an electronic payment service. Charge history information is a history of the user's previous transfers to the electronic payment service to increase the charge balance. Payment history information is information that indicates the details of payments made by the user for each payment (date and time, store ID of the store where the purchase was made, payment amount, payment method, etc.).

[0026] [Affiliated store / store information] 6 is a diagram showing an example of the contents of affiliated store / store information 176. The affiliated store / store information 176 includes, for example, a first table 176A in which an affiliated store ID and a store ID are associated with a store URL, a second table 176B in which an affiliated store name and sales amount (described above) are associated with an affiliated store ID, and a third table 176C in which a store ID is associated with a store name. In addition to this information, the affiliated store / store information 176 may also include information such as the category of the affiliated store or store, the location of the store, and payment patterns.

[0027] The information management unit 140 acquires information provided by other server devices and the card server 200. The information management unit 140 manages user information 172 and affiliated store / store information 176 based on information acquired from the user terminal device 10 and the second store terminal device 70. The information management unit 140 adds new records to, edits, and deletes the user information 172 and affiliated store / store information 176.

[0028] [Electronic payment] When payment information is acquired from the user terminal device 10 or the first store terminal device 50, the payment processing unit 130 refers to the user information 172 to acquire the "payment method setting" of the user. For a user whose "payment method setting" is set to "charge balance", the payment processing unit 130 performs electronic payment as follows. For example, the payment processing unit 130 performs electronic payment by decreasing the charge balance managed in association with the user ID and increasing the item value of the affiliated store's sales. The item value of the affiliated store's sales is not used as electronic money itself, for example, and an amount corresponding to the item value of the sales is transferred to a bank account in a cycle according to an agreement between the affiliated store and the electronic payment service.

[0029] The payment processing unit 130 performs electronic payment for users whose "setting information" is set to "credit payment (credit payment using code information)" as follows. Credit payment is a payment method in cooperation with a credit card company, which is a separate entity from the operator of the electronic payment service, and the operator of the electronic payment service acts as a creditor and allows electronic payment that is not dependent on the charge balance within the credit payment limit. In order to receive the credit payment service, a credit card provided by the operator of the electronic payment service may be required. The amount used in the credit payment is settled on the payment date of the following month, for example, by debiting from a bank account, for one month. In this case, the payment processing unit 130 performs provisional payment by adding the payment amount to the credit payment amount and subtracting the same amount from the available credit payment amount, and when the closing date comes, it performs processing to debit the payment for the current month on the payment date of the following month as described above, or requests the operator of the credit card company to perform such processing. In addition, if the payment amount exceeds the available credit payment amount at the time of provisional payment, an error notification is returned to the payment application 20.

[0030] [Card Server] The card server 200 cooperates with the payment application 20 or the mini application 30 to provide credit card related services to the user terminal device 10. Hereinafter, it is assumed that the mini application 30 provides the credit card related services. For example, in response to the user's operation on the mini application 30, the card server 200 causes the display unit of the user terminal device 10 to display various information such as the credit card usage history and information related to the credit card usage fee.

[0031] 7 is a diagram showing an example of the functional configuration of card server 200. Card server 200 includes, for example, communication unit 210, content providing unit 220, chat processing unit 230, information processing unit 240, and storage unit 270. A part or all of the functional configuration included in card server 200 may be included in payment server 100.

[0032] The components other than the communication unit 210 and the storage unit 270 are realized, for example, by a hardware processor such as a CPU executing a program (software). Some or all of these components may be realized by hardware (including circuitry) such as an LSI, ASIC, FPGA, GPU, or SOC, or may be realized by a combination of software and hardware. The program may be stored in advance in a storage device such as an HDD or flash memory (a storage device having a non-transient storage medium), or may be stored in a removable storage medium (non-transient storage medium) such as a DVD or CD-ROM, and installed in the storage device by mounting the storage medium in a drive device.

[0033] The storage unit 270 is a HDD, a flash memory, a RAM, etc. The storage unit 270 may be a NAS device that the card server 200 can access via a network. The storage unit 270 stores information such as content information 272, chat information 274, and log information 276. Details of each information will be described later.

[0034] The communication unit 210 is a communication interface for connecting to the network NW. The communication unit 210 is, for example, a network interface card.

[0035] The content providing unit 220 has, for example, a function of a web server, and provides information (content) for displaying various screens of the service to the user terminal device 10. The content providing unit 220 reads out necessary content from the content information 272 as appropriate, and provides it to the user terminal device 10. The user terminal device 10 accepts various inputs by the user while the content is being played back by the payment application 20, and transmits the above-mentioned payment information and the like to the card server 200. The above content may be generated by the payment application 20. In this case, the content providing unit 220 provides the payment application 20 with information required for generating the content.

[0036] The chat processing unit 230 cooperates with the content providing unit 220 to carry out unattended chat with the user. The chat processing unit 230 refers to the chat information 274 to provide the user with options and answers to inquiries.

[0037] The information processing unit 240 updates the chat information 274 and manages the log information 276 .

[0038] [Manned chat terminal device] The manned chat terminal device 300 is a terminal device operated by an operator of an administrator (service provider). When the chat processing unit 230 cannot reply to a user's inquiry in unmanned chat, the operator uses the manned chat terminal device 300 to chat with the user via the user terminal device 10 and provides a reply to the inquiry. For example, when the chat processing unit 230 determines that it cannot reply to a user's inquiry in unmanned chat, the chat processing unit 230 notifies the manned chat terminal device 300 and provides the manned chat terminal device 300 with a history of unmanned chats up to now. In response to the notification, the operator refers to the history of unmanned chat and provides a reply that matches the user's intention.

[0039] [Information processing device] FIG. 8 is a diagram showing an example of the functional configuration of the information processing device 400. The information processing device 400 includes, for example, an acquisition unit 410, a processing unit 420, and a storage unit 470. The components of the acquisition unit 410 and the processing unit 420 are realized by, for example, a hardware processor such as a CPU executing a program (software). Some or all of these components may be realized by hardware (including circuitry) such as an LSI, ASIC, FPGA, GPU, or SOC, or may be realized by cooperation between software and hardware. The program may be stored in a storage device (storage device having a non-transient storage medium) such as an HDD or flash memory in advance, or may be stored in a removable storage medium (non-transient storage medium) such as a DVD or CD-ROM, and may be installed in the storage device by mounting the storage medium in a drive device.

[0040] The storage unit 470 is a HDD, a flash memory, a RAM, or the like. The storage unit 470 may be a NAS device that the information processing device 400 can access via a network. The storage unit 470 stores information such as log information 472 and analysis information 474. The log information 472 is the log information 276 provided by the card server 200. The analysis information 474 is information on the processing result of the processing unit 420.

[0041] The acquiring section 410 acquires the log information 472 (target information) from the card server 200. The processing section 420 analyzes the log information 472 and causes the display section of the management device 500 of the administrator to display the analysis result.

[0042] [Management device] The management device 500 is, for example, a terminal device used by an administrator. The management device 500 is a device to which the processing result of the card server 200 is provided. The administrator refers to the processing result of the information processing device 400 and updates the contents of the chat information 274 of the card server 200.

[0043] [overview] The information processing device 400 acquires a plurality of pieces of target information that are combinations of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input to a manned service where a person responds to the inquiry after the unmanned chat. The processing unit 420 refers to the content of at least the second information of the target information and classifies the second information by content type. The processing unit 420 displays, on the display unit of the management device 500 of the administrator, classification information that corresponds to the first information and associates the classification result with an indicator indicating the number of types. The indicator indicating the number may be the number itself, or may be an indicator indicating a degree such as "many" or "few".

[0044] The above-mentioned manned service is a manned chat or a manned telephone service. Also, instead of the manned service, a service different from the unmanned chat may be targeted. The different service is, for example, a service that imposes a larger load or cost on the card server 200 or an administrator than the unmanned chat. In the following description, the manned service will be described as being the manned chat.

[0045] [Regarding inquiries from users] A user can make an inquiry about a credit card by operating the mini app 30. FIG. 9 is a diagram showing an example of an interface screen IM1 provided by the card server 200 and the mini app 30. For example, the chat processing unit 230 refers to the chat information 274 and presents options corresponding to the inquiry entered by the user. The chat processing unit 230 recognizes the meaning of the entered inquiry using a language processing algorithm, and presents options corresponding to the inquiry with the recognized meaning. For example, the chat processing unit 230 presents the next option corresponding to the option selected from the options.

[0046] The chat information 274 includes a scenario of an unmanned chat. The chat information 274 is, for example, information in which an option or an answer is associated with an inquiry or the meaning of the inquiry. The chat information 274 is also information in which one or more options or answers are associated with an option.

[0047] A user inputs an inquiry into the interface screen IM1, which is a chat screen, and receives a response to the inquiry by chatting with the unmanned chat. For example, when a user inputs that he / she would like to apply for a certain service, the unmanned chat displays a method for applying for the certain service on the display unit of the user terminal device 10.

[0048] Although it is possible to obtain an answer as described above, in some cases an answer cannot be obtained. For example, this may occur when the user selects the wrong option, or when an option that matches the user's intent is not available. In such cases, manned chat is used. The use of manned chat increases costs and causes congestion, making it undesirable for administrators. In addition, since users would prefer to easily obtain answers to their inquiries through unmanned chat, it can also be inconvenient for users.

[0049] For example, if the reason is that options that match the user's intention are not available, the use of manned chat can be suppressed by providing the user with more appropriate options, inquiries, answers, etc. In this embodiment, the information processing device 400 supports improving the convenience of the user or the administrator by providing the administrator with classification information for identifying more appropriate options, inquiries, answers, etc. The information processing device 400 can provide information for improving the mechanism by which the computer responds (for example, information for improving the chat information 274).

[0050] [Log information] FIG. 10 is a diagram showing an example of the contents of the log information 276. The log information 276 is information in which an inquiry made by a user in an unmanned chat (an example of "first information") is associated with a response to the inquiry (an example of "second information"). The inquiry includes, for example, among options for the inquiry provided by the unmanned chat, at least an option (pressed FAQ) selected by the user that was the starting point for transitioning to a manned service, or at least an option (pressed FAQ) selected last by the user. In the following explanation, it is assumed to be the option last operated by the user. For example, if a user operates the option "I have a bill I don't recognize" from multiple options and transitions to a manned chat, the inquiry becomes "I have a bill I don't recognize."

[0051] In addition, in an unmanned chat, the options "Resolved" and "Not resolved" are displayed immediately before connecting to a manned chat, and if "Not resolved" is selected, the user may be connected to a manned chat. The above "last option selected by the user" is, for example, the option last selected immediately before or before the above "Resolved" or "Not resolved" options. The "option selected by the user as the starting point" is the option that triggered the connection to the manned chat, which is different from "Resolved" or "Not resolved."

[0052] The inquiry may be information input by an operator of a manned chat, or may be information automatically registered in the log information 276 based on a user's operation. For example, when the operator inputs the inquiry, the information processing device 400 may allow the operator to easily select the type of inquiry using a pull-down button or the like in advance. In addition, the inquiry may be identified by a number, a symbol, or the like.

[0053] The answer to the inquiry includes, for example, an answer provided in the manned chat. The answer is, for example, information input by an operator of the manned chat via the manned chat terminal device 300. In addition to (or instead of) the answer, the content of the inquiry in the manned chat (another example of "second information") may be used.

[0054] The information processing device 400 analyzes the log information 276 to help improve the convenience of the user or the administrator. This process will be described below.

[0055] [Processing flow] 11 is a diagram for explaining an example of the flow of processing executed by information processing device 400. (1) Acquisition unit 410 of information processing device 400 acquires log information 472. (2) Next, processing unit 420 of information processing device 400 deletes personal information from log information 472. Processing unit 420 deletes information estimated to be personal information from log information 472, for example, by using a natural language algorithm. (3) Next, processing unit 420 analyzes log information 472, and (4) provides the analyzed classification result to management device 500.

[0056] [About the analysis] The processing unit 420 analyzes the target information in the log information 472 and classifies the target information into classes (types). The processing unit 420 classifies the target information (or the second information) into content types based on words included in the content of the target information. The target information is a combination of an inquiry and a response to the inquiry. The target information (second information) may include the above information as well as the content of the response of an operator of a manned service. The target information may include the content of a chat between a user and an unmanned chat in an unmanned chat, or may include information on an option selected by a user in an unmanned chat (for example, an operation or chat history).

[0057] The processing unit 420, for example, extracts a predetermined number of characteristic words in the content of the target information, identifies the frequency of appearance of the characteristic words, etc. The processing unit 420 extracts the characteristic words using a language processing algorithm such as TF-IDF.

[0058] The processing unit 420 classifies the target information into which class it belongs using the above processing results. For example, the processing unit 420 identifies a class according to one or both of the characteristic words (or word types) and the frequency of appearance of the words (word types). FIG. 12 is a diagram showing an example of the analysis result. For example, the target information is classified into classes (C1-C5) according to the patterns of the characteristic words, and further, the number of each classification result is displayed in association with the characteristic words and inquiries (operations) as shown in FIG. 12. This information and the information in FIG. 13 described later are displayed on the display unit of the management device 500. The number of classes to be classified may be a number specified by the administrator.

[0059] The processing unit 420 may display the analysis results in a graph. FIG. 13 is a diagram showing another example of the analysis results. As shown in FIG. 13, the types of target information may be represented by different symbols. Each symbol corresponds to one piece of target information. When the administrator operates the management device 500 to select one piece of target information, a query included in the target information and a response to the query may be displayed on the display unit.

[0060] The class of the analysis result may be associated with the content of the user's inquiry. The content of the user's inquiry is, for example, the true content of the inquiry estimated from the target information. For example, as shown in FIG. 13, the content of an inquiry for a certain class is "remaining lump sum", the content of an inquiry for another certain class is "unknown destination", and the content of an inquiry for another certain class is "lost, reissue".

[0061] The information shown in FIG. 13 is an example of "classification information in which the result of the classification (information expressed by types of symbols) corresponding to the first information is associated with an index (number of symbols) indicating the number of types, as information for improving the information provided by the unmanned chat." The information shown in FIG. 13 is an example of "classification information in which the result of the classification, an index indicating the number of types, and an inquiry content recognized from the second information are associated with each other, corresponding to the first information." The inquiry of the first information (the option selected by the user) is "no match," the result of the classification is expressed by types of symbols, and the index is expressed by the number of symbols. The inquiries recognized from the second information are "lump sum remaining," "unknown destination," and "reissue due to loss."

[0062] The process of identifying the true inquiry (true inquiry) may be performed by the administrator manually identifying the true inquiry and associating it with the classification result, or may be performed automatically by the information processing device 400 to identify or estimate the true inquiry and associate it with the classification result. The true inquiry content is information associated by the administrator with reference to the second information of the classification result, or information estimated by the processing unit 420 from the second information of the classification result.

[0063] The content of the inquiry is, for example, the content specified by the administrator with reference to the contents of the target information. For example, the administrator operates the management device 500 to select an appropriate inquiry content from among the inquiry contents prepared in advance and displayed on the interface screen provided by the processing unit 420, and the inquiry content is associated with a class as shown in FIG.

[0064] For example, the processing unit 420 may identify the true inquiry by using a learning model (not shown). The learning model is a model that is trained to output the true inquiry content corresponding to the target information when the target information (for example, a response to the inquiry in the log information 472) is input. The learning model may be a generation AI that has learned the above information. The learning model may be a model that is trained to output the true inquiry content corresponding to the target information by inputting, instead of the target information, a characteristic word contained in the target information (second information) used to classify the target information. When multiple true inquiries are obtained for a certain type of target information, the processing unit 420 performs statistical processing or the like to identify the true inquiry to be adopted. This allows the processing unit 420 to identify the true inquiry content (for example, "destination unknown") from the target information.

[0065] The processing unit 420 may display information associating the inquiry (operation), the content of the inquiry (the content of the real inquiry), and the number of cases on the display unit of the management device 500, as shown in Fig. 14. Fig. 14 is a diagram showing another example of the analysis result. The administrator can check the details of the log information 472 of the record by performing a predetermined operation.

[0066] The information shown in FIG. 14 is an example of "classification information in which the result of the classification (information expressed in each record) corresponding to the first information is associated with an index (number of cases) indicating the number of types, as information for improving the information provided by the unmanned chat." The information shown in FIG. 14 is an example of "classification information in which the result of the classification, an index indicating the number of types, and inquiry content recognized from the second information are associated with each other, corresponding to the first information." The inquiry of the first information (the option selected by the user) is "no match," the result of the classification is represented by records, and the index is represented by the number of cases. The inquiries recognized from the second information are "lump sum remaining," "unknown destination," and "reissue due to loss."

[0067] 13, 14, etc., the administrator can consider whether or not unmanned chat can handle the contents of true inquiries that are greater than or equal to a certain number. For example, if unmanned chat can handle the contents of true inquiries, the administrator can consider what options or inquiries should be presented to the user, and update the scenario of chat information 274 to include appropriate options or inquiries.

[0068] In the classification information as shown in Fig. 13 or 14 above, information indicating whether the inquiry requires manned service or can be handled by unmanned chat may be added to the classification result. The information processing device 400 displays information indicating whether the inquiry content recognized from the second information is an inquiry that can be handled by unmanned chat, and information associated with the inquiry, on the display unit of the management device 500. The information indicating whether the inquiry content recognized from the second information is an inquiry that can be handled by unmanned chat is information associated by the administrator with reference to the inquiry content, or information estimated by the processing unit 420 from the inquiry content.

[0069] For example, the log information 472 may be associated with information indicating that the inquiry required manned service input by the operator or information indicating that the inquiry can be handled by unmanned chat for each piece of target information. In this case, the information processing device 400 may refer to the information input by the operator in the log information 472, and display on the display unit information indicating that the inquiry required manned service or information indicating that the inquiry can be handled by unmanned chat in association with the classification result. For example, when both information indicating that the inquiry required manned service and information indicating that the inquiry can be handled by unmanned chat are associated with the same type of target information, the information processing device 400 prioritizes the inquiry that satisfies the criteria using statistical processing or the like. This allows the administrator to easily recognize inquiries that can be handled by unmanned chat, which are targets for improvement.

[0070] The information processing device 400 may acquire (estimate) information indicating whether the inquiry requires manned service or can be handled by unmanned chat using a learning model (not shown). The learning model is a model in which label information indicating whether the inquiry requires manned service or can be handled by unmanned chat and target information (second information) are associated with each other. The learning model is a model that has been learned to output label information corresponding to the target information when the target information (second information) is input. The information processing device 400 inputs each of the target information included in the results of each classification into the learning model and performs statistical processing on the label information output by the learning model, thereby specifying whether the classification result is an inquiry requiring manned service or an inquiry that can be handled by unmanned chat. The learning model may be a generation AI that has learned the above information. In this processing, if different results are obtained for the results of a certain classification, it is determined by statistical processing whether manned service was required or the inquiry could be handled by unmanned chat.

[0071] [Comparison between Comparative Example and Present Embodiment] Fig. 15 is a diagram for explaining a comparative example and this embodiment. (A) of Fig. 15 is a diagram for explaining the comparative example. In (A), when the user clicks on "Other" that is displayed after clicking on "Inquiries other than the above", there is no applicable option, so the card server 200 connects the user terminal device 10 to manned chat. The user can get a response by using manned chat.

[0072] Fig. 15(B) is a diagram for explaining this embodiment. When "Other" is clicked as shown in Fig. 15(B), an option "Card re-creation due to magnetic failure or damage" is displayed, and when the user clicks this option, the card server 200 displays an interface screen that accepts the re-creation of the card. Then, the user can request the card to be re-created through unmanned chat.

[0073] In this embodiment, the administrator confirms that the real inquiry of the user who clicked "Other" is "re-creating a card due to magnetic failure or damage, etc." and that the number of inquiries of this type is equal to or greater than a predetermined number in manned chat. The administrator updates chat information 274 so that the option "re-creating a card due to magnetic failure or damage, etc." is displayed after "Other" is clicked in chat information 274. This realizes a solution in unmanned chat as shown in (B) of FIG. 15 above.

[0074] 16 is a diagram showing chat information 274 before an update and chat information 274 after an update. For example, the card server 200 cooperates with the management device 500 to accept updates to the scenarios used by the unmanned chat so that the unmanned chat can respond to inquiries that the unmanned chat could not respond to. The card server 200 performs an update to include responses to inquiries that the unmanned chat could not respond to in the scenarios of the chat information 274 based on an instruction via the management device 500 made by an administrator who referred to the classification information. The card server 200 refers to the updated scenario and provides the user with responses to inquiries that the unmanned chat could not respond to before the update in the unmanned chat.

[0075] The processing unit 420 may identify the answer to the true inquiry content (or an inquiry to be added) by using a learning model (not shown). The information processing device 400 may be equipped with a learning model that outputs an answer to an inquiry (or an inquiry to be added) when the inquiry content is input. The learning model is a model that is trained to output an answer to an inquiry when an inquiry is input. The information processing device 400 inputs an inquiry that could not be answered by the unmanned chat to the learning model, and obtains the answer output by the learning model. The information processing device 400 registers the answer output by the learning model in the scenario of the chat information 274 as an answer to the inquiry that could not be answered by the unmanned chat, and updates the scenario. The learning model may be a generation AI that has learned the above information.

[0076] In chat information 274 before the update in Fig. 16(A), a scenario was generated so that when "Other" was clicked, a chat with a person was connected. In contrast, in chat information 274 after the update in Fig. 16(B), the scenario has been updated so that when "Other" is clicked, the option "Recreate card due to magnetic failure or damage" is displayed.

[0077] As described above, the card server 200 can assist in solving inquiries through unmanned chat by having the administrator refer to the analysis results and update the chat information 274.

[0078] [Example of updating the display format of the information provided] FIG. 17 is a diagram for explaining an example of updating the display mode. It is assumed that the processing unit 420 classifies the target information and recognizes that the true content of the inquiry is "account request form sending guide." The user has reached the information indicating the account request form sending guide, but since the administrator is using manned chat, it can be assumed that the reply text is difficult for the user to understand. In the above case, the administrator updates the chat information 274 to correct the reply text. For example, it is possible to make the key characters in the reply text provided by the unmanned chat stand out or to display the above characters as a link, so that the user can obtain the answer in the unmanned chat.

[0079] [Connection to manned chat after update] Fig. 18 is a diagram showing the transition of the number of inflows of manned chats in a predetermined period. The vertical axis of Fig. 18 is the number of inflows of manned chats, and the horizontal axis is the period (months). After M1, the chat information 274 was updated so that a reply could be obtained in an unmanned chat. After the update, the number of inflows of manned chats for M2 became lower than the number of inflows of manned chats for M1.

[0080] As described above, by updating the chat information 274 using the analysis results of the processing unit 420, the number of manned chat inflows can be suppressed, thereby improving the convenience for users or administrators.

[0081] [Consider Attributes] In this embodiment, the above analysis may be performed for each attribute of the user. For example, the users may be classified based on gender, age, occupation, address, etc., and an analysis may be performed for each user. Then, chat information 274 may be prepared for each attribute, and the prepared chat information 274 may be updated. In this case, the card server 200 acquires the user's identification information from the user terminal device 10, and recognizes the attribute corresponding to the user's identification information by referring to the information in which the user's identification information and attributes are associated. The card server 200 chats with the user using the chat information 274 corresponding to the attribute. For example, even for the same inquiry, depending on the user's attributes, it may be more appropriate to connect to a manned service rather than an unmanned chat. For example, for a certain inquiry, it is appropriate to connect to a manned service to provide an answer to a user of a certain age.

[0082] As described above, the true inquiry content can be recognized for each attribute. The administrator can update the chat information 274 by referring to this information.

[0083] According to the embodiment described above, the card server 200 acquires multiple pieces of target information which are a combination of first information regarding an inquiry about a service input by a user to an unmanned chat and second information regarding an inquiry about a service input after the unmanned chat to a manned service in which a human responds to the inquiry, refers to the content of at least the second information of the target information, classifies the second information by content type, and displays classification information on the display unit of the terminal device of an administrator (service provider) which associates the classification result corresponding to the first information with an indicator indicating the number of types as information for improving the information provided by the unmanned chat, thereby improving the convenience for the user or administrator.

[0084] The above describes the form for carrying out the present invention using an embodiment, but the present invention is not limited to such an embodiment, and various modifications and substitutions can be made within the scope that does not deviate from the gist of the present invention. [Explanation of symbols]

[0085] 10 User terminal device 20. Payment App 100 Payment Server 120 Contents Provider 130 Payment processing unit 140 Information Management Department 230 Chat Processing Unit 400 Information processing device 410 Acquisition Department 420 Processing section

Claims

1. an acquisition unit that acquires a plurality of pieces of target information each being a combination of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input after the unmanned chat to a manned service where a person responds to the inquiry; Referring to at least the content of the second information of the target information, classifying the second information by content type; a processing unit that displays classification information that associates the first information, inquiry contents recognized from the second information, and an index indicating the number of types on a display unit of a terminal device of a service provider as information for improving information provided by the unmanned chat; An information processing device comprising:

2. an acquisition unit that acquires a plurality of pieces of target information each being a combination of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input after the unmanned chat to a manned service where a person responds to the inquiry; Referring to at least the content of the second information of the target information, classifying the second information by content type; a processing unit that displays, on a display unit of a terminal device of a service provider, classification information that associates the result of the classification, an indicator indicating the number of types, and inquiry contents recognized from the second information, which correspond to the first information, as information for improving information provided by the unmanned chat; An information processing device comprising:

3. The inquiry is, Information associated by an administrator with reference to the second information of the classification result, or The information is estimated by the processing unit from the second information of the result of the classification. The information processing device according to claim 2 .

4. The processing unit performs the estimation using a learning model that has been trained to output information indicating a content of an inquiry recognized from the second information when the second information is input. The information processing device according to claim 3 .

5. The processing unit causes a display unit of a terminal device of a service provider to display information indicating whether or not the inquiry content recognized from the second information is an inquiry that can be handled by the unmanned chat, and information associated with the inquiry content. The information processing device according to claim 2 .

6. The information indicating whether the inquiry content recognized from the second information is an inquiry that can be handled by the unmanned chat is Information associated by the administrator with reference to the inquiry content, or The information is estimated by the processing unit from the content of the inquiry. The information processing device according to claim 5 .

7. The processing unit performs the estimation using a learning model that has been trained to output information indicating whether the inquiry content can be handled by the unmanned chat when the inquiry content is input. The information processing device according to claim 6.

8. An information processing device according to claim 3, a chat device that receives an update of a scenario used by the unmanned chat so that the unmanned chat can respond to the inquiry that the unmanned chat was unable to respond to; the chat device updates the scenario to include a response to the inquiry that the unmanned chat was unable to answer, based on an instruction given by the manager via the manager's terminal device with reference to the classification information; Information processing system.

9. the chat device refers to the updated scenario and provides the user with a response to the inquiry that could not be answered before the update through the unmanned chat. The information processing system according to claim 8.

10. a learning model that, when the content of the inquiry is input, outputs a response to the inquiry; the learning model is trained to output an answer to a query when the query is input; The information processing device includes: inputting the inquiry that could not be answered by the unmanned chat into the learning model, and acquiring the answer output by the learning model; registering the answer output by the learning model in the scenario as an answer to the inquiry that the unmanned chat could not answer, thereby updating the scenario; The information processing system according to claim 9.

11. The first information includes at least an option selected by the user that was the starting point for transitioning to the manned service, or at least an option last selected by the user, among options for an inquiry provided by the unmanned chat, The information processing device according to claim 1 .

12. The processing unit classifies the second information into content types based on words included in the content. The information processing device according to claim 1 .

13. The computer Obtaining a plurality of pieces of target information each being a combination of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input after the unmanned chat to a manned service in which a human responds to the inquiry; Referring to at least the content of the second information of the target information, classifying the second information by content type; displaying, on a display unit of a terminal device of a service provider, classification information in which the first information, inquiry contents recognized from the second information, and an index indicating the number of types are associated with each other as information for improving information provided by the unmanned chat; Information processing methods.

14. On the computer, A process of acquiring a plurality of pieces of target information each being a combination of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input after the unmanned chat to a manned service where a human responds to the inquiry; A process of classifying the second information by content type by referring to at least the content of the second information of the target information; A process of displaying classification information, which associates the first information, inquiry contents recognized from the second information, and an index indicating the number of types, on a display unit of a terminal device of a service provider, as information for improving information provided by the unmanned chat; A program that executes the following.

15. The computer Obtaining a plurality of pieces of target information each being a combination of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input after the unmanned chat to a manned service in which a human responds to the inquiry; Referring to at least the content of the second information of the target information, classifying the second information by content type; displaying, on a display unit of a terminal device of a service provider, classification information in which the classification result, an indicator indicating the number of types, and inquiry contents recognized from the second information are associated with each other, the classification information corresponding to the first information, as information for improving information provided by the unmanned chat; Information processing methods.

16. On the computer, A process of acquiring a plurality of pieces of target information each being a combination of first information about an inquiry about a service input by a user to an unmanned chat and second information about an inquiry about a service input after the unmanned chat to a manned service where a human responds to the inquiry; A process of classifying the second information by content type by referring to at least the content of the second information of the target information; A process of displaying, on a display unit of a terminal device of a service provider, classification information in which the classification result, an index indicating the number of types, and inquiry contents recognized from the second information corresponding to the first information are associated with each other as information for improving information provided by the unmanned chat; A program that executes the following.

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