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

Abstract

To provide an information processing apparatus, information processing system, information processing method, and program for evaluating service usage status and displaying the evaluation result on a screen.SOLUTION: In an information processing system 7, an information processing apparatus 5 that provides a service for transmitting response information in response to input information for each contractor's terminal, comprises: a storage unit 101 for storing history information on service usage for each contractor; and an evaluation unit 103 for evaluating service usage status by a first contractor based on predetermined criteria using first history information about the service usage by the first contractor and second history information about the service usage by a second contractor different from the first contractor; and a third communication unit 106 for transmitting screen information including the evaluation of the usage status to the terminal based on a request received from the terminal.SELECTED DRAWING: Figure 4

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] In recent years, the use of services using chatbots has expanded in order to reduce costs and improve operational efficiency in providing information and inquiries about products and services. Known types of chatbots include an option-based chatbot that conducts conversations in a selective manner based on a set scenario, a dictionary-based chatbot that responds to registered words and registered words, and a log-based chatbot that uses a conversation log to respond in a context-relevant manner. Patent Document 1 discloses a technology for improving operational efficiency by improving the accuracy of answers to questions in a system using a chatbot. Summary of the Invention [Problem to be solved by the invention]

[0003] However, the conventional technology had a problem in that it was not possible to evaluate the usage of chatbot services.

[0004] In view of the above-mentioned problems, an embodiment of the present invention aims to evaluate the usage status of a service. [Means for solving the problem]

[0005] In order to solve the above-mentioned problems, the present invention provides: Input from the user's terminal device A service that sends response information in response to input information information to the administrator's terminal device. an information processing device for providing the service, Service a storage unit that stores information for each contractor, and an evaluation unit that uses first history information on the use of the service by a first contractor and second history information on the use of the service by a second contractor different from the first contractor to evaluate a usage situation of the service by the first contractor based on a predetermined criterion; For the administrator Based on a request received from a terminal device, screen information including the evaluation of the usage status is displayed. , for the administrator and a communication unit for transmitting the information to the terminal device. Effect of the Invention

[0006] According to an embodiment of the present invention, the usage status of a service can be evaluated. [Brief description of the drawings]

[0007] [Figure 1] FIG. 1 is a diagram showing an example of a schematic diagram of an information processing system according to an embodiment of the present invention. [Diagram 2] FIG. 11 is a diagram showing an example of a chat screen by a chatbot in the information processing system according to the embodiment of the present invention. [Diagram 3] FIG. 2 is a diagram illustrating an example of a hardware configuration of an information processing device and a terminal device according to an embodiment of the present invention. [Figure 4] FIG. 1 is a diagram showing an example of a functional block diagram of an information processing system according to an embodiment of the present invention; [Diagram 5] FIG. 4 is a diagram illustrating an example of a data structure of an inquiry history DB according to the embodiment of the present invention. [Figure 6] FIG. 2 is a diagram showing an example of a data structure of a chatbot configuration DB according to an embodiment of the present invention. [Figure 7] FIG. 2 is a diagram showing an example (1) of a setting screen for configuring a chatbot according to an embodiment of the present invention. [Figure 8] FIG. 13 is a diagram showing an example (2) of a chatbot configuration setting screen according to an embodiment of the present invention. [Figure 9] FIG. 13 is a diagram showing an example of a scenario setting screen according to an embodiment of the present invention. [Figure 10] 4 is a diagram illustrating an example of a data structure of a tenant DB according to the embodiment of the present invention. FIG. [Figure 11] FIG. 11 is a diagram illustrating an example of a relationship between a utilization rate and an evaluation value of a chatbot according to an embodiment of the present invention. [Figure 12] FIG. 11 is a diagram illustrating an example of a flowchart showing a process of presenting an evaluation value of a utilization rate of a chatbot and recommended setting values ​​according to an embodiment of the present invention. [Figure 13] FIG. 2 is a diagram showing an example of a management screen in the information processing system according to the embodiment of the present invention. [Figure 14] FIG. 11 is a diagram showing an example of an evaluation result screen of a chatbot utilization rate in the information processing system according to the embodiment of the present invention. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0008] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments of an information processing device, an information processing system, an information processing method, and a program according to the present invention will be described in detail with reference to the accompanying drawings.

[0009] [First embodiment] In this embodiment, the information processing device 5 provides, for each tenant, a service using a chatbot that transmits a response message (or response information) in response to an inquiry message (or inquiry information) received from the terminal device 2 for a user. The information processing device 5 can evaluate the usage status of the service by using a usage rate calculated using history information related to the service using the chatbot. The information processing device 5 can calculate a correct answer value for the chatbot settings using history information of the services provided by all tenants, and present the correct answer value to the terminal device 4 for an administrator as a recommended setting value. Here, the tenant is, for example, a company or the like. More specifically, for example, the tenant is a business operator, company, organization, or the like (contractor) that has concluded a contract to use the service provided by the information processing device 5. In other words, it is a unit of a customer who embeds a chatbot in an inquiry screen on a homepage and uses it, and may be an organizational unit such as a company or a department unit within an organization. History information related to the use of the service received from the terminal device 2 for a user and information such as the settings of the chatbot set from the terminal device 4 for an administrator are stored in a database for each tenant. The information processing device 5 can refer to the information of all tenants stored in the database 6.

[0010] <System Overview> FIG. 1 is a diagram showing an example of a schematic diagram of an information processing system according to an embodiment of the present invention. The information processing system 7 is configured such that a user terminal device 2 such as a personal computer 8 and a smartphone 3, an administrator terminal device 4, and an information processing device 5 are connected to a communication network 1. A user may use a service from an operation panel of an electronic device such as an image forming device connected to the communication network 1. The information processing device 5 is capable of displaying a chatbot built by embedding it in a homepage for each tenant using a database 6 on the screen of the user terminal device 2. The database 6 is composed of an inquiry history DB 11, a chatbot configuration DB 12, a response scenario DB 13, and a tenant DB 14. Each DB will be described in detail in the following figures. Furthermore, the information processing device 5 is capable of displaying a management screen for the chatbot on the administrator terminal device 4. The administrator of the tenant can check and set the settings related to the configuration of the chatbot from the management screen, and can check the utilization rate and evaluation of the utilization rate of the chatbot calculated by the information processing device 5. When the evaluation of the utilization rate is lower than the overall average value, the information processing device 5 can present recommended setting values ​​as a method of improving the settings of the chatbot.

[0011] 2 is a diagram showing an example of a chat screen by a chatbot in an information processing system according to an embodiment of the present invention. A chat button 22 is embedded in an inquiry screen 20 on the homepage along with a message 21 saying "Do you have any questions?" When a user clicks on the chat button 22, a chat window 23 is displayed. At the top of the chat window 23, a title 24 saying "Inquiries" is displayed, at the center a chatbot icon 25 and a starting message 26 are displayed, and at the bottom a character input space 27 where the user can input an inquiry message or the like is displayed.

[0012] <Hardware configuration example> Fig. 3 is a diagram showing an example of the hardware configuration of the information processing device 5 and the terminal devices 2 and 4 according to an embodiment of the present invention. As shown in Fig. 3, the information processing device 5 and the terminal devices 2 and 4 are constructed by a computer, and include a CPU 501, a ROM 502, a RAM 503, an HD 504, an HDD (Hard Disk Drive) controller 505, a display 506, an external device connection I / F (Interface) 508, a network I / F 509, a data bus 510, a keyboard 511, a pointing device 512, a DVD-RW (Digital Versatile Disk Rewritable) drive 514, and a media I / F 516.

[0013] Among these, the CPU 501 controls the overall operation of the information processing device 5 and the terminal devices 2 and 4. The ROM 502 stores a program such as an IPL used to drive the CPU 501. The RAM 503 is used as a work area for the CPU 501. The HD 504 stores various data such as programs. The HDD controller 505 controls the reading or writing of various data from the HD 504 under the control of the CPU 501. The display 506 displays various information such as a cursor, a menu, a window, a character, or an image. The external device connection I / F 508 is an interface for connecting various external devices. In this case, the external device is, for example, a USB (Universal Serial Bus) memory or a printer. The network I / F 509 is an interface for data communication using the communication network 1. The data bus 510 is an address bus, a data bus, or the like for electrically connecting each component such as the CPU 501 shown in FIG. 5.

[0014] Moreover, the keyboard 511 is a type of input means having a plurality of keys for inputting characters, numbers, various instructions, etc. The pointing device 512 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc. The DVD-RW drive 514 controls reading and writing of various data from a DVD-RW 513 as an example of a removable recording medium. Note that this is not limited to DVD-RW, and may be DVD-R, etc. The media I / F 516 controls reading and writing (storing) of data from a recording medium 515 such as a flash memory.

[0015] <About the function> Fig. 4 is a diagram showing an example of a functional block diagram of an information processing system 7 according to an embodiment of the present invention. As shown in Fig. 4, the information processing system 7 includes a database 6, an information processing device 5, a user terminal device 2, and an administrator terminal device 4.

[0016] Furthermore, the database 6 includes an inquiry history DB11, a chatbot configuration DB12, a response scenario DB13, and a tenant DB14.

[0017] The inquiry history DB11 is a database that stores information about the history of inquiries made by users using chatbot services. FIG. 5 is a diagram showing an example of the data structure of the inquiry history DB according to an embodiment of the present invention. In FIG. 5, Date is the date and time when the inquiry history was compiled. Sessions, Boot, and Inquiry are the compiled values, which are the number of visits to the homepage in which the chatbot is embedded, the number of times the chatbot was activated, and the number of inquiries, respectively.

[0018] A boot (number of chatbot activations) is the number of times a chatbot service is activated by a user pressing a chat button embedded in a homepage, and may also be called the number of service activations. A boot (number of chatbot activations) is counted as one activation even if the chatbot is activated, the chat window 23 is opened, and then closed and activated again within a certain period of time.

[0019] The number of inquiries may be the number of times a user makes an inquiry to the chatbot after the chatbot is launched, or the number of times the information processing device 5 receives an inquiry message (or information) from a user (number of inquiry messages received, number of inquiry information received), or the number of times an inquiry is completed.

[0020] Returning to FIG. 4, the chatbot configuration DB 12 is a database that stores configuration information of the chatbot. FIG. 6 is a diagram showing an example of the data structure of the chatbot configuration DB according to the embodiment of the present invention. In FIG. 6, Title corresponds to the title 24 in FIG. 2, and sets the title to be displayed at the top of the chat window 23. Message corresponds to the message 21 in FIG. 2, and sets the message to be displayed at the top of the chat button 22. Icon corresponds to the icon 25 in FIG. 2, and sets a prepared icon (sets 1 to 7) or a unique icon (sets -1) as the icon of the chatbot. Color sets the basic color of the chatbot, such as the color of the chat button 22 and the text. ButtonType sets the type of chat button (0: round / 1: tab type / -1: custom). ButtonSize sets the size of the chat button (0: standard / 1: large / 2: extra large). AutoBoot sets the chat window 23 to be automatically opened (sets 0) after a certain time has passed, the chat button 22 to make an appeal such as vibrating (sets 1), or does nothing (sets 2). BootTime sets the time from when chat button 22 is displayed until chat window 23 is automatically opened when Autoboot is selected to open automatically (set 1). Also, when Autoboot is selected to show off (set 2), it sets the time interval for vibrating chat button 22. Other settings such as the position where chat window 23 is displayed and the height and width of chat window 23 may also be stored.

[0021] 7 and 8 are diagrams showing an example of a chatbot configuration setting screen according to an embodiment of the present invention. The title 41, message 42, icon 43, and color 44 of the chat window displayed on the chatbot configuration setting screen 40 in FIG. 7 are items for setting the Title, Message, Icon, and Color, respectively, of the data structure shown in FIG. 6. Also, the type 46 of the chat button, the size 47 of the chat button, the operation 48 of the chat button, and the time until operation 49 displayed on the chatbot configuration setting screen 45 in FIG. 8 are ButtonType, ButtonSize, AutoBoot, and BootTime, respectively, of the data structure shown in FIG. 6.

[0022] Returning to Fig. 4, the response scenario DB 13 is a database that stores dialogue scenario information of the chatbot. Fig. 9 is a diagram showing an example of a scenario setting screen according to an embodiment of the present invention. In the scenario setting screen 50, as the chatbot start setting 51, the wording of the start message 52 and the wording of the start options 53 can be set, and as the setting during automatic answering 54, the wording when multiple answer candidates are displayed 55 can be set. Each wording can be changed after setting, and as for the start options 53, it is also possible to delete options and add new options.

[0023] Returning to Fig. 4, the tenant DB 14 is a database that stores information on tenants who are customers. Fig. 10 is a diagram showing an example of a data structure of the tenant DB according to the embodiment of the present invention. In Fig. 10, numbers are numbers assigned to each tenant.

[0024] For ID, set the ID (Identification) assigned to identify the tenant. For industry, set the industry of the tenant.

[0025] HowToUse sets how the chatbot will be used (e.g., internal inquiries, external inquiries).

[0026] The sales amount is set to the sales amount for the most recent fiscal year of the relevant tenant company or organization. The number of employees is set to the number of employees of the tenant company or organization.

[0027] Each tenant has its own database other than the tenant DB 14 (inquiry history DB 11, chatbot configuration DB 12, and response scenario DB 13), that is, the chatbot is set up and managed independently for each tenant.

[0028] Returning to FIG. 4, the information processing device 5 includes a storage unit 101, a calculation unit 102, an evaluation unit 103, a search unit 104, a control unit 105, and a third communication unit 106.

[0029] The storage unit 101 stores chatbot history information (usage information) such as the number of visits by users to a homepage in which a chatbot is embedded, the number of times the chatbot has been activated, and the number of inquiries, for each tenant. The number of visits to the homepage and the number of times the chatbot has been activated may not be counted if the same user visits the homepage or activates the chatbot consecutively within a certain period of time.

[0030] The calculation unit 102 calculates the usage rate of the chatbot using the usage information (inquiry history information) of the chatbot stored in the storage unit 101. The calculation method is as follows, where A=the number of times the chatbot is started, B=the number of times a homepage in which the chatbot is embedded is visited, and C=the number of inquiries: Utilization rate=A / B Utilization rate=C / B Utilization rate=C / A There are three calculation methods to choose from: Utilization rate is calculated for each tenant Utilization rate is calculated by period, such as daily, monthly, or yearly.

[0031] The evaluation unit 103 determines an evaluation value for the chatbot usage rate (or usage status) of a certain tenant calculated by the calculation unit 102. The evaluation of the usage rate is performed based on a predetermined standard determined by the usage rate of the relevant tenant and the average and standard deviation of the usage rates of all tenants. FIG. 11 is a diagram showing an example of the relationship between the usage rate of the chatbot and the evaluation value according to an embodiment of the present invention. The evaluation value is determined in stages according to the width of the standard deviation centered on the average value, and the higher the usage rate, the higher the evaluation value and the better the evaluation, and the lower the usage rate, the lower the evaluation value and the worse the evaluation. If the usage rate of the chatbot in a certain tenant is R, the average usage rate of all tenants is AVE, and the standard deviation is σ, the evaluation value E of the usage rate R of a certain tenant is determined according to the relationship shown in FIG. 11. AVE and σ are calculated by the following formulas.

number

number

[0032] Returning to FIG. 4, the search unit 104 determines the correct answer value of the chatbot setting in the data structure of the chatbot configuration DB shown in FIG. 6 based on the chatbot usage rate of each tenant, the evaluation value of the usage rate determined by the evaluation unit 103, the weight (W) shown in FIG. 11, and the information obtained by searching the database 6. The weight may be called a magnification. Below, a method of calculating the correct answer value for each setting is explained. First, the weight function W(n), (n=1,2,3,4,5,6) is defined as W(1)=W(2)=W(3)=0, W(4)=W(5)=W(6)=1, and E(i) is defined as the evaluation value of the usage rate of the i-th tenant. In addition, N is the total number of tenants.

[0033] The weights are used to reflect the set values of tenants with high evaluation values in the determination of the correct values. Alternatively, in order not to reflect the set values of tenants with less experience in the determination of the correct values when operating the chatbot, the weights for such tenants may be set to 0. Or, when it is desired to narrow down the conditions based on the industry type, usage method, number of employees, etc. of the tenant and determine the correct value, the weights of the corresponding tenants may be set to 0. Also, the weight values may be set not only to 0 and 1, but also to negative values, decimal values, values greater than or equal to 1, etc.

[0034] <Calculation Method of the Correct Value of Title> The correct value of Title is determined as follows. First, calculate the following True and False values.

Number

Number

[0035] Next, compare the calculated True and False values. As a result, if True is greater, it means that the Title is set, and if not, it means that the Title is not set, which is taken as the correct value of Title. The correct value determined in this way reflects the tendency of the set values of tenants with high utilization rates, that is, high evaluation values of the utilization rate (E = 4, 5, 6). That is, the correct value is determined based on the set values of tenants with high utilization rates (evaluation values).

[0036] Therefore, for tenants whose Title settings are different from the correct values, the information processing device 5 presents an improvement method for the settings by recommending to change the correct value settings. Alternatively, it may be recommended only for tenants whose utilization rate is lower than the overall average value.

[0037] In addition, the functions TitleTrue and TitleFalse used when calculating the values of True and False may be realized by sequentially searching the set values of Title for each tenant in the database.

[0038] Hereafter, regarding the set values of Message, Icon, Color, ButtonType, and ButtonSize as well, the method for calculating the correct value will be similarly described. Similar to the case of Title, for tenants with different correct values, the information processing apparatus 5 recommends changing to the correct value setting, thereby presenting an improvement method for the setting. Alternatively, it may be recommended only for tenants with a utilization rate lower than the overall average value.

[0039] <Calculation method of the correct value of Message> The correct value of Message is determined as follows. First, calculate the following True and False values. [Number] [Number] Here, MessageTrue(i) is a function that takes a value of 1 when the Message of the i-th tenant is set and 0 when it is not set, and MessageFalse(i) is a function that takes a value of 0 when the Message of the i-th tenant is set and 1 when it is not set.

[0040] Next, compare the calculated True and False values. As a result, if True is greater, it means that Message is set, and if not, it means that Title is not set, which is the correct value of Message.

[0041] <Calculation method of the correct value of Icon> The correct value of the Icon is determined as follows. First, the following NumIcon(j) is defined as the number of tenants whose Icon setting value is set to j (j = -1, 1, 2, 3, 4, 5, 6, 7), and its value is calculated by the following formula.

Number

[0042] Next, NumIcon(j) is calculated for all j = -1, 1, 2, 3, 4, 5, 6, 7, and the j for which the value of NumIcon(j) is the largest is taken as the correct value of the Icon setting value.

[0043] <Calculation method of the correct value of Color> The correct value of Color is determined as follows. First, the following NumColor(j) is defined as the number of tenants whose Color setting value is set to j (j = 1, 2, 3, 4, 5 = (blue, red, yellow, green, black)), and its value is calculated by the following formula.

Number

[0044] Next, NumColor(j) is calculated for all j = 1, 2, 3, 4, 5, and the j for which the value of NumColor(j) is the largest is taken as the correct value of the Color setting value.

[0045] <Calculation method of the correct value of ButtonType> The correct value of ButtonType is determined as follows. First, define the following NumButtonType(j) as the number of tenants in which the installed value of ButtonType is set to j (j = -1, 0, 1 = (custom, round, tabular)), and calculate its value using the following formula.

Number

[0046] Next, calculate NumButtonType(j) for all j = -1, 0, 1, and set the j for which the value of NumButtonType(j) is the largest as the correct value of the set value of ButtonType.

[0047] <Calculation method for the correct value of ButtonSize> The correct value of ButtonSize is determined as follows. First, define the following NumButtonSize(j) as the number of tenants in which the installed value of ButtonSize is set to j (j = 0, 1, 2 = (standard, large, extra-large)), and calculate its value using the following formula.

Number

[0048] Next, calculate NumButtonSize(j) for all j = 0, 1, 2, and set the j for which the value of NumButtonSize(j) is the largest as the correct value of the set value of ButtonSize.

[0049] <Calculation method for the average number of characters in the chatbot's messages> The average number of characters in a chatbot's messages, AveMessageLetter, is calculated using the following formula.

number

[0050] For a tenant with fewer characters than the correct answer value, the information processing device 5 recommends making the message more detailed (increasing the number of characters in the message). Conversely, for a tenant with more characters than the correct answer value, the information processing device 5 presents a method of improving the settings by recommending to make the message more concise (reducing the number of characters in the message). This recommendation may be made only to tenants whose usage rate is lower than the overall average value.

[0051] Returning to FIG. 4, the control unit 105 controls the activation of the chatbot in the information processing device 5 and the processing related to the management settings of the chatbot.

[0052] The user terminal device 2 includes a first display control unit 110, a first operation receiving unit 111, and a first communication unit 112. The manager terminal device 4 includes a second display control unit 120, a second operation receiving unit 121, and a second communication unit 122.

[0053] The first display control unit 110 and the second display control unit 120 display screen information and the like received from the information processing device 5 on the displays of the user terminal device 2 and the administrator terminal device 4, respectively.

[0054] The first operation reception unit 111 and the second operation reception unit 121 respectively receive input operations such as chatbot messages and chatbot setting values ​​to be sent to the information processing device 5 entered by the user and the administrator on the terminal device 2 for the user and the terminal device 4 for the administrator.

[0055] The first communication unit 112, the second communication unit 122, and the third communication unit 106 transmit and receive data between the information processing device 5 and the terminal device 2 for the user and the terminal device 4 for the administrator via the communication network 1. Home page screen information and chatbot message information are transmitted from the information processing device 5 to the terminal device 2 for the user. User input information accepted by the first operation acceptance unit 111 is transmitted from the terminal device 2 for the user to the information processing device 5. Chatbot management screen information is transmitted from the information processing device 5 to the terminal device 4 for the administrator. Messages requesting the display of a management screen, a utilization rate calculated by the information processing device 5, and an evaluation of the utilization rate are transmitted from the terminal device 4 for the administrator to the information processing device 5 as input information of the administrator accepted by the second operation acceptance unit 121.

[0056] <Flowchart of process for evaluating utilization rate and suggesting how to improve settings> 12 is a diagram showing an example of a flowchart showing a process of presenting an evaluation value and recommended setting values ​​of a chatbot according to an embodiment of the present invention. Each step of the process in which the information processing device 5 evaluates the utilization rate of the chatbot and presents a method for improving the settings will be described below.

[0057] Step S61: The administrator operates the administrator's terminal device 4 to access the management screen of the information processing device 5 and create a chatbot for a tenant. After setting up the chatbot configuration DB 12, the corresponding scenario DB 13, and the tenant scenario DB 14, the administrator starts operation of the service by embedding the chatbot in the inquiry screen of the homepage, etc.

[0058] Step S62: After starting operation of the chatbot service, the storage unit 101 of the information processing device 5 stores in the inquiry history DB11 history information of inquiries from the terminal device 2 for users.

[0059] Step S63: The calculation unit 102 calculates the usage rate of the chatbot based on the inquiry history information. As a calculation method, the three types of calculation methods described in the description of the function of the calculation unit 102 can be used. The administrator can check the usage rate on the management screen of the chatbot. The third communication unit 106 of the information processing device 5 transmits screen information of the management screen 31 to the second communication unit 122 of the terminal device 4 for the administrator. The second display control unit 120 of the terminal device 4 for the administrator displays the received screen information on the display. FIG. 13 is a diagram showing an example of the management screen in the information processing system according to the embodiment of the present invention. The management screen 31 displays an execution button 35 for the chatbot usage rate 32, the chatbot usage rate transition 33, and the chatbot usage rate evaluation 34.

[0060] Returning to FIG.

[0061] Step S64: In order to request an evaluation of the usage status of the chatbot service, the administrator presses the execute button 35 of the chatbot usage rate evaluation 34 displayed on the management screen 31 in Fig. 13 via the second operation receiving unit 121 of the administrator's terminal device 4. The evaluation unit 103 of the information processing device 5 calculates an evaluation value of the usage rate from the relationship between the usage rate and the evaluation value in Fig. 11, using the usage rate calculated by the calculation unit 102 and the average value and standard deviation of the usage rates of all the tenants. The average value and standard deviation of the usage rates of all the tenants may be calculated by the calculation unit 102 or the evaluation unit 103.

[0062] Step S65: The evaluation unit 103 judges whether the utilization rate of the tenant is lower than the overall average value, and if it is lower, the process proceeds to step S66, and if not, the process ends.

[0063] Step S66: The search unit 104 calculates the correct answer value of the chatbot settings by the method described in the description of the function of the search unit 104. The administrator can check the evaluation result of the utilization rate (or may be called the utilization status evaluation result) on the management screen of the chatbot. The third communication unit 106 of the information processing device 5 transmits screen information of the evaluation result screen 71 to the second communication unit 122 of the terminal device 4 for the administrator. The second display control unit 120 of the terminal device 4 for the administrator displays the received screen information on the display. FIG. 14 is a diagram showing an example of an evaluation result screen of the chatbot utilization rate in the information processing system according to the embodiment of the present invention. The evaluation result screen 71 displays a chatbot utilization rate evaluation value 72 and a recommended setting 73 of the chatbot. Since the value of the chatbot utilization rate evaluation value 72 is 3, which is an evaluation value lower than the average value, the correct answer value, which is the recommended setting value, is displayed as the recommended setting 73 of the chatbot for the setting value whose current setting value is different from the correct answer value. Although an example of setting values ​​with a scale of 1 to 6 has been shown, it is also possible to present corresponding evaluation comments in a scale such as "bad" to "good."

[0064] In addition, when calculating the evaluation value in step S64 and the correct answer value in step S66, the conditions may be narrowed down based on the industry of the entire tenants, the usage method of the chatbot, sales revenue, number of employees, etc. that serve as a reference.

[0065] Through the above process, the information processing device 5 can calculate the utilization rate of a chatbot of a certain tenant using history information, and can calculate an evaluation value based on the average value and standard deviation of the utilization rates calculated using history information of other tenants. The information processing device 5 can also present the correct answer value calculated based on the inquiry history of other tenants and information on the chatbot settings as a recommended setting value to the administrator terminal device 4 together with the utilization rate evaluation value.

[0066] Although several forms for carrying out the present invention have been described above, the present invention is not limited to these embodiments, and various modifications and substitutions can be made within the scope that does not deviate from the gist of the present invention.

[0067] For example, the example of the functional block configuration diagram in FIG. 4 is divided according to main functions to facilitate understanding of the processing by the information processing device 5 and the information processing system 7. The present invention is not limited by the manner in which the processing units are divided or the names of the processing units. The processing by the information processing device 5 can be further divided into more processing units depending on the processing contents. Also, it can be divided so that one processing unit includes more processes.

[0068] Each function of the above-described embodiments can be realized by one or more processing circuits. Here, the term "processing circuit" in this specification includes a processor programmed to execute each function by software, such as a processor implemented by an electronic circuit, and a device such as an ASIC (Application Specific Integrated Circuit), a DSP (digital signal processor), an FPGA (field programmable gate array), or a conventional circuit module designed to execute each function described above.

[0069] Additionally, the described devices are merely one of several computing environments for implementing the embodiments disclosed herein. In one embodiment, the information processing device 5 or information processing system 7 includes a plurality of computing devices, such as a server cluster, configured to communicate with each other via any type of communication link, including a network, shared memory, etc., to implement the processes disclosed herein.

[0070] Moreover, the terminal device 2 for the user may be called a first terminal device, and the terminal device for the administrator may be called a second terminal device, and so on.

[0071] In addition, historical information regarding the use of a service received from the user terminal device 2 may be called first historical information, and historical information regarding the use of a service received from the administrator terminal device 4 may be called second historical information, etc. [Explanation of symbols]

[0072] 1. Communication Network 2, 4 Terminal equipment 5. Information processing equipment 6 Database 7. Information Processing Systems 11 Inquiry history DB 12 Chatbot configuration DB 13 Compatible scenario database 14 Tenant DB 101 Storage section 102 Calculation section 103 Evaluation Department 104 Search Department 105 Control section 106 3rd Communications Department 110 First display control unit 111 First operation reception section 112 First Communications Department 120 Second display control unit 121 Second operation reception section 122 2nd Communications Department [Prior art documents] [Patent documents]

[0073] [Patent Document 1] Patent Publication No. 2021-21990

Claims

1. An information processing device that provides, to a terminal device for an administrator, information relating to a service that transmits response information in response to input information input from a terminal device for a user, comprising: a storage unit that stores history information regarding the use of the service for each subscriber of the service; an evaluation unit that evaluates a usage status of the service by the first subscriber based on a predetermined criterion using first history information on the usage of the service by the first subscriber and second history information on the usage of the service by a second subscriber different from the first subscriber; a communication unit that transmits screen information including the evaluation of the usage state to the manager's terminal device based on a request received from the manager's terminal device; 13. An information processing device comprising:

2. a calculation unit that calculates an average value and a standard deviation of the utilization rate of the service by using the first history information and the second history information; The information processing apparatus according to claim 1 , wherein the evaluation unit determines the evaluation in stages based on the width of the standard deviation centered on the average value.

3. 3. The information processing device according to claim 2, wherein the calculation unit calculates the utilization rate of the service using at least one of the number of visits to a web page of the contractor, the number of inquiries received, and the number of times a service is started, which are stored as the history information.

4. a search unit that calculates a recommended setting value for the service to make the utilization rate higher than the average value; 4. The information processing apparatus according to claim 3, wherein the screen information includes information relating to at least one of the recommended setting values.

5. 5. The information processing apparatus according to claim 4, wherein the search unit calculates the recommended setting value based on setting values ​​in the use of the service of a contractor whose utilization rate is higher than the average value, the setting values ​​being searched from the second history information.

6. 6. The information processing device according to claim 5, wherein the search unit limits the contractors to be searched for from the second history information using at least one of the contractor's industry, method of using the service, sales revenue, or number of employees.

7. An information processing system having an information processing device that provides information on a service that transmits response information in response to input information input from a terminal device for a user to a terminal device for an administrator, a storage unit that stores history information regarding the use of the service for each subscriber of the service; an evaluation unit that evaluates a usage status of the service by the first subscriber based on a predetermined criterion using first history information on the usage of the service by the first subscriber and second history information on the usage of the service by a second subscriber different from the first subscriber; a communication unit that transmits screen information including the evaluation of the usage state to the manager's terminal device based on a request received from the manager's terminal device; An information processing device having a terminal device for the administrator, the terminal device having a display control unit for displaying the screen information including the evaluation of the utilization state received from the information processing device; An information processing system comprising:

8. A method for providing, to a terminal device for an administrator, information on a service that transmits response information in response to input information input from a terminal device for a user, comprising: storing history information regarding the use of the service for each subscriber of the service; a step of evaluating a usage situation of the service by the first subscriber based on a predetermined criterion using first history information on the usage of the service by the first subscriber and second history information on the usage of the service by a second subscriber different from the first subscriber; transmitting screen information including the evaluation of the usage state to the manager's terminal device based on a request received from the manager's terminal device; An information processing method comprising the steps of:

9. An information processing device that provides, to an administrator's terminal device, information regarding a service that transmits response information in response to input information input from a user's terminal device, storing history information regarding the use of the service for each subscriber of the service; a step of evaluating a usage situation of the service by the first subscriber based on a predetermined criterion using first history information on the usage of the service by the first subscriber and second history information on the usage of the service by a second subscriber different from the first subscriber; transmitting screen information including the evaluation of the usage state to the manager's terminal device based on a request received from the manager's terminal device; A program for executing the above.

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