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

Abstract

To provide an information processing apparatus which avoids, when discouraging a user who is willing to cancel a service from cancellation through interactions with a chatbot, a situation in which the user is forced to retract his or her intention to cancel the service.SOLUTION: In an information processing method, a bot display unit 0201 displays a chatbot on a predetermined page. A predetermined information acquisition unit 0202 receives, in accordance with an output of information through the displayed chatbot, an input reception of predetermined information including identification information for identifying a user. A transaction result information acquisition unit 0203 acquires, using the received identification information, transaction result information which is information on transaction records of the user regarding a commodity or a service. An interaction control unit 0204 controls outputting information through the chatbot based on the acquired transaction result information. A response acquisition unit 0205 acquires a response of the user to the output of the controlled information.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to an information processing method that contributes to simplifying communication with users regarding trading results of products or services on the web. [Background technology]

[0002] Services that provide products or services online often adopt business models that charge for each purchase or use, as well as subscription models that charge continuously. In either business model, online businesses can easily encourage users, who are consumers, to purchase products or use services, but they can also easily cancel them, so businesses need to retain these users and analyze the background circumstances that led to their cancellation decisions.

[0003] In relation to this point, Patent Document 1 discloses a technology that dissuades a user who is about to cancel a service from canceling the service through dialogue with a chatbot. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Patent Publication No. 2021-060952 Summary of the Invention [Problem to be solved by the invention]

[0005] However, the technology described in Patent Document 1 may force users who already have the intention to cancel the service to retract their intention to cancel, which is not comfortable for the users. Therefore, users who are not yet strongly inclined to cancel may be repelled, which may induce them to cancel instead. [Means for solving the problem]

[0006] In order to solve the above problems, the present invention proposes an information processing method which is executed by a computer, comprising: a bot display step of displaying an interactive chatbot on a specified page related to the supply of goods or services; a specified information acquisition step of accepting input of specified information including identification information which is information for identifying a user in accordance with the output of information through the displayed chatbot; a transaction performance information acquisition step of acquiring transaction performance information which is information related to the user's transaction performance for goods or services using the accepted identification information; an interaction control step of controlling the output of information through the chatbot based on the acquired transaction performance information; and a reaction acquisition step of acquiring the user's reaction to the output of the controlled information.

[0007] In addition, in relation to the above information processing method, the present invention also proposes an information processing method in which the dialogue control step further includes a cancellation-related dialogue control sub-step for controlling to output information regarding the cancellation of a transaction for a product or service by the user.

[0008] Further related, The above reaction acquisition We also propose an information processing method that further includes a status assignment step of linking an identifier for outputting a predetermined message to predetermined users including the user in question depending on the user's reaction acquired in the step.

[0009] In addition, in relation to this, we also propose an information processing method which further includes a performance change information acquisition step for accepting input of status-related information, which is information relating to a status change of the user's trading performance for a product or service, as information from the user in response to the processing of the dialogue control step, and a status change processing step for performing processing to change the user's trading performance for a product or service based on the status-related information.

[0010] Further related, The above reaction acquisitionAn information processing method further comprising: a step of acquiring a dialogue termination request as a user's response, the dialogue termination request being a request to terminate the dialogue with the chatbot; a step of acquiring transaction progress information, the transaction progress information being information including the progress of a transaction of a product or service related to transaction performance information used in the dialogue between the user and the chatbot; and a step of acquiring tracking information, the transaction termination request being associated with the transaction progress information and the transaction progress information being acquired as tracking information. We also suggest.

[0011] In addition, in relation to this, we also propose an information processing method which further includes a reporting step of displaying and outputting to the user a correlation between the reactions of other users regarding transactions of the same kind of goods or services using the transaction performance information, the output of information through a chatbot based on the transaction performance information, and the user's reaction to the output.

[0012] We also propose program inventions and system inventions that correspond to the above-mentioned inventions. Effect of the Invention

[0013] The present invention, which is mainly configured as described above, makes it possible to present a response that smoothly and appropriately reflects the user's intention regarding trading performance. [Brief description of the drawings]

[0014] [Figure 1] FIG. 1 is a diagram showing an overview of an information processing system according to the present invention. [Diagram 2] FIG. 1 is a diagram showing an example of a functional block of an information processing system according to a first embodiment. [Figure 3A] FIG. 1 is a diagram showing an example of a screen display of an EC site that uses the information processing system of the first embodiment. [Figure 3B] FIG. 13 is a diagram showing another example of a screen display of an EC site that uses the information processing system of the first embodiment. [Figure 3C]FIG. 13 is a diagram showing another example of a screen display of an EC site that uses the information processing system of the first embodiment. [Figure 3D] FIG. 13 is a diagram showing another example of a screen display of an EC site that uses the information processing system of the first embodiment. [Figure 4] FIG. 13 is a diagram showing an example of a display of a reporting process result using the information processing system of the first embodiment. [Diagram 5] FIG. 1 is a schematic diagram showing an example of a configuration in which each functional component of the information processing system according to the first embodiment is realized as one piece of hardware; [Figure 6] FIG. 1 is a diagram showing an example of a processing flow in the information processing system according to the first embodiment. [Figure 7] FIG. 11 is a diagram showing another example of the processing flow in the information processing system of the first embodiment. [Figure 8] FIG. 13 is a diagram showing an example of a functional block of an information processing system according to a second embodiment. [Figure 9] FIG. 13 is a diagram showing an example of a processing flow in an information processing system according to a second embodiment. [Figure 10] FIG. 13 is a diagram showing an example of a functional block of an information processing system according to a third embodiment. [Figure 11] FIG. 11 is a diagram showing an example of a processing flow in an information processing system according to a third embodiment. [Figure 12] FIG. 13 is a diagram showing an example of a functional block of an information processing system according to a fourth embodiment. [Figure 13] FIG. 13 is a diagram showing an example of a processing flow in an information processing system according to a fourth embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0015] First, Fig. 1 is shown. This figure is a diagram showing an outline of the present invention. As shown in the figure, the present invention is realized by one or more servers 0101, 0102 having a function of mediating communication between a supplier server 0121, which is a server for operating a website including web pages related to the supply of goods or services, and user terminals 0111, 0112, 0113, which are terminals managed by users of the website, by displaying a chatbot and carrying out interactive communication with the users, in relation to communication via a network between the supplier server 0121, which is a server for operating a website including web pages related to the supply of goods or services, and user terminals 0111, 0112, 0113, which are terminals managed by users of the website.

[0016] Here, there is no particular limitation on the content of the web pages or websites provided through the supplier server, and possible examples include e-commerce sites, product or service introduction pages, corporate websites, etc. As long as these web pages or websites have some kind of relationship with the supply of a specific product or service, they can be set and selected arbitrarily.

[0017] Next, as for the user terminal, there is no particular limitation on the type as long as it is configured to be capable of using the above-mentioned web service. Examples of such terminals include personal computers 0111, smartphones 0112, and tablets 0113, as well as smart glasses, smart watches, and smart pens.

[0018] As described above, the present invention can be realized by one or more servers 0101, 0102. Specific examples of using multiple servers include a chatbot server for activating and controlling an interactive chatbot, an information storage server for storing transaction performance information acquired from suppliers and users, and a reaction storage server for storing the reaction of the user in association with the user, and the like, and these multiple servers can be used by connecting to each other offline or online via a network.

[0019] Furthermore, with regard to the nature of the management authority of each server, individual servers can be interconnected through API integration, etc., and it is also possible to appropriately utilize the functions of servers managed and provided by other businesses. Not only can the combination of these servers respond to the diverse needs of users, but by configuring each server to be connectable via a network, it is possible to provide highly efficient services while establishing diverse geographical bases.

[0020] Hereinafter, each embodiment of the present invention will be described with reference to the drawings. First, the relationship between the embodiments and the claims is as follows. First, embodiment 1 mainly corresponds to claims 1, 2, 6, 7, 8, etc.; embodiment 2 mainly corresponds to claim 3, etc.; embodiment 3 mainly corresponds to claim 4, etc.; embodiment 4 mainly corresponds to claim 5, etc.

[0021] It should be noted that the present invention is not limited to these embodiments, but rather has the technical ideas described in each claim in accordance with common technical knowledge, and can be embodied in various forms without departing from the spirit of the invention.

[0022] <<Embodiment 1>> <Summary> 2 is a diagram showing an example of a functional block of the information processing system of this embodiment. As shown in the figure, the "information processing system" 0200 of this embodiment has a "bot display unit" 0201, a "predetermined information acquisition unit" 0202, a "transaction performance information acquisition unit" 0203, a "dialogue control unit" 0204, and a "response acquisition unit" 0205.

[0023] The information processing system described in detail below can be configured to realize one or more of its functions using multiple devices, and each of its functional blocks can be realized as hardware or software. Examples of the information processing system using a computer include hardware components such as a CPU, main memory, GPU, TPU, image memory, bus, secondary storage device (hard disk or non-volatile memory), various input devices such as a keyboard, microphone, touch panel, and electronic pen for touching the touch panel, speakers, displays, and other various output devices, and other external peripheral devices, as well as interfaces for the external peripheral devices, communication interfaces, driver programs for controlling the hardware, and other application programs.

[0024] Then, by performing arithmetic processing according to the program deployed on the main memory, data input from an input device or other interface and held in the memory or hardware is processed and stored, and instructions for controlling the above-mentioned hardware and software are created. Here, the above-mentioned program may be realized as a plurality of modularized programs, or two or more programs may be combined by cloud computing or other methods to be realized as one program.

[0025] Furthermore, the present invention, including the present embodiment, has a technical feature of transmitting and receiving information between a supplier server, which is a server of a business that supplies a specific product or service, and a user terminal. That is, the present invention can be realized using technical resources such as a computer managed by a third party that is neither the operator of the supplier server nor the user to whom the product or service is to be supplied. In particular, for a supplier, if the supplier prepares its own website, it is possible to supply products and the like without causing stress to users while outsourcing the complicated processing associated with subsequent contact matters such as questions and cancellations from users, and therefore the supplier can focus its own technical resources on supplying products and the like in a user-friendly manner.

[0026] A suitable mode for adopting such a configuration in a web service is to display a promotion page, which is a web page for promoting the use of the web service, on a web browser and to associate the promotion web page with the web service using an HTML iframe element. By adopting such a configuration, a user of a given web service can input information through the execution of an interactive program without feeling uncomfortable.

[0027] Here, Figs. 3A to 3D are shown. Each of these figures is a diagram showing an example of a screen display of an EC site using the information processing system of this embodiment. First, Fig. 3A shows an EC site that handles fashion items, and a subscription page for a magazine is displayed on a browser 0301. The user browsing the site is identified by the ID "A1b2c3", and the product introduction page for a men's fashion magazine "ABC" that can be subscribed to is displayed. If the user likes the displayed magazine, he or she clicks on a button on the site that says "Subscribe" and performs processing to input necessary information such as the selection of a payment method and the address to which the product will be delivered.

[0028] <Functional configuration> The "bot display unit" 0201 is configured to display the interactive chatbot on a predetermined page related to the supply of goods or services. The predetermined page mentioned here may be a web page for supplying goods or services, i.e., a page for applying to purchase goods or use services, as well as a page associated with a specific goods or service, such as a list display page for accepting the selection of the goods, a product description page for explaining the contents of the goods, etc. In addition, the page may be any page on the website, including a cancellation page that describes how to cancel goods, etc., and an FAQ page that describes FAQs related to transactions, and is not particularly limited. The specific page on which the interactive chatbot is to be displayed can be appropriately set and changed by the provider.

[0029] The meaning of displaying the chatbot "on" a specific page will be explained in more detail. Here, "on" refers to a configuration in which a webpage on which the chatbot is displayed is newly displayed so as to be superimposed on the specific page. In addition, any display mode in which the webpage on which the chatbot is displayed is not difficult to see due to the specific page being displayed is included in the configuration of displaying "on a specific page". By adopting this configuration, the user can check the contents of each display without having to take the trouble of switching the display on the screen each time, which makes it possible to smoothly input information.

[0030] Incidentally, when the function is to be provided, it is conceivable to display an interactive page, which is a web page for receiving input of information by an interactive program in relation to the website, on a web browser, and to associate the interactive page with the website using an HTML iframe element. In this case, the site operator can appropriately select and specify which web page of the website the interactive page is to be displayed when. By adopting this configuration, the website operator can easily link with a page for displaying a chatbot operated by an external business operator without having to build and operate the page for displaying the chatbot himself, thereby reducing the personnel costs in terms of construction and operation.

[0031] Here, Fig. 3B is shown. This figure shows a part of a page on which information regarding inquiries, questions and other FAQs when using the EC site shown in Fig. 3A is described, and shows how, by clicking a button on the web page 0302 corresponding to the question "What if I want to temporarily suspend my subscription?", a page 0303 for interactive communication with a chatbot is displayed on the right side of the screen so as to be superimposed on the web page. In this way, it is possible to have a configuration in which an interactive chatbot is displayed not only on the web page 0301 related to the supply of a specific product or service, but also on web pages related to the supply of products or services in general, and by adopting this configuration, it is possible to provide an effective means of communication corresponding to the leads of various users.

[0032] The "predetermined information acquisition unit" 0202 is configured to accept input of predetermined information including identification information, which is information for identifying a user, in response to the output of information through the displayed chatbot. A specific content of the information output through the chatbot can be a message output in response to the input acceptance process of the information that initially triggered the display of the chatbot, and in the example shown in Fig. 3B, information with the content "Do you want to temporarily suspend your subscription?" is output through the chatbot in response to the display of "What if you want to temporarily suspend your subscription?" clicked by the user on the FAQ page.

[0033] In addition to the above-mentioned aspects, the chatbot is capable of outputting various kinds of information, taking into consideration that it is an interactive means of communication. For example, in the case of the example of FIG. 3B described above, the chatbot may be configured to output a detailed answer to the FAQ item selected, or may be configured to output information related to the direct or indirect benefit of the user, such as information about campaigns or gifts currently being carried out. By adopting such a configuration, it becomes possible to provide the user with compact information that is appropriate for the business.

[0034] Furthermore, the chatbot may be configured to output selected information in response to the reception of information input by the user. By outputting information corresponding to the information input by the user, it is possible to take advantage of the interactive communication of the chatbot and provide an information provision environment that does not cause stress to the user. Specifically, as shown in the example of FIG. 3B, when the information input of "yes" is received in response to an information output asking whether the user wishes to temporarily suspend a subscription, the chatbot may be configured to prompt the user to enter identification information to confirm the status of the subscription. When the information input of "no" is received, information providing general information regarding the temporary suspension is output.

[0035] In this way, in order to output information corresponding to information input from a user, it is conceivable to hold a predetermined scenario in advance and generate an interactive program for controlling the chatbot based on the scenario. The interactive program here is a program for executing the created scenario, and by executing such a program, it is possible to prompt a user browsing a predetermined website or webpage to input information through the execution of the interactive program. The contents of the interactive program may have various effects, and it is conceivable to execute a process for encouraging the user to input information or to prevent the user from abandoning the program midway through input. Multiple types of interactive programs may be prepared according to the user's movement line, and the contents of the programs can be changed and updated as appropriate.

[0036] The specific information acquisition unit has a technical feature of accepting input of specific information including identification information, which is information for identifying a user. In other words, it is essential to accept input of information corresponding to the information output from the chatbot described above. As explained so far, the input of the identification information may be accepted at any time after the information output from the chatbot, and it is of course conceivable to have a configuration in which the input of the identification information is accepted after accepting the input of information other than the identification information several times.

[0037] In the example shown in Fig. 3B, the input of the user's email address is accepted as an example of identification information. This shows the state in which the user "ID: A1b2c3" displayed as the logged-in user in Fig. 3A inputs the email address registered during user registration. By acquiring this information as identification information, it becomes possible for a transaction record information acquisition unit described later to acquire information related to the transaction record of the user "ID: A1b2c3".

[0038] Incidentally, in the above example, the input of an email address was accepted, but any other information that is registered in advance as information that can identify a specific user during user registration can be used as identification information. Each piece of information may be used alone as identification information, or multiple pieces of information may be combined and used as identification information. Therefore, when a question that only the user can answer, such as a "secret question," is associated with an answer corresponding to the question during user registration, and the answer is stored as identification information, the chatbot will output the question. In addition, eKYC or other external services that aim to avoid automatic information input processing by robots may be used, and in such cases, information resulting from the use of the external service may be used as identification information. By adopting a configuration that can appropriately adopt such means, it is possible to improve the accuracy of user identity verification by parties other than the supplier of goods or services.

[0039] The "transaction history information acquisition unit" 0203 is configured to acquire transaction history information, which is information about the transaction history of the user's product or service, using the identification information that has been received as input. The information about the transaction history referred to here must be information about the transaction history related to at least the supply of the product or service that caused the acquisition of the identification information, and is typically considered to be information about the purchase of a product, subscription, or use of a subscription-model web service. More specifically, information such as the content of the purchased product, the purchase date and time, the payment status, and the possibility and conditions of cancellation can be considered as examples of the transaction history information. Other transaction history information may include information about transactions that have been completed in the past, or information about the transaction preparation stage before the transaction is completed.

[0040] The transaction history information acquisition unit acquires transaction history information using the identification information, and various modes of using the identification information are conceivable. For example, a method of outputting the identification information through an API function in a web service of a business that supplies goods or services, logging in to a service operated by the business according to the output result, and acquiring transaction history information of a user associated with the identification information that is managed by the supply business in relation to the service, or a method of outputting the identification information using an RPA function and acquiring transaction history information are conceivable. By using the identification information provided by a user, as well as the method using these mechanisms, it is possible to perform a login process on behalf of the user and acquire transaction history information without the user having to go through the trouble of logging in to the service where the transaction was made, thereby reducing the burden on the user and, ultimately, reducing the psychological burden of subsequent processes.

[0041] The "dialogue control unit" 0204 is configured to control the output of information through the chatbot based on the acquired transaction history information. The control here may be realized through the above-mentioned dialogue program, or the output of information using the transaction history information may be realized using a program other than the dialogue program.

[0042] FIG. 3C is shown here. This figure is a diagram showing a part of the display for prompting input of information regarding the reason for suspending a transaction, as described with reference to FIGS. 3A and 3B. That is, this figure shows the output of information for confirming that the person who inputted the information is the user "ID:A1b2c3" who applied for a subscription to the magazine "ABC" through the selection of the FAQ regarding the temporary suspension of a subscription shown in FIG. 3B and the input and acceptance of identification information to the chatbot. As shown in this figure, there are cases where information is output such that the reason for wanting to suspend a subscription is input and accepted in a multiple-choice format, and with this configuration, the user can smoothly carry out subsequent processing by simply selecting the reason that most closely matches his or her intention.

[0043] In FIG. 3C, the user checks the option "I would like to resume subscription when the time comes when I want to subscribe" from the options presented by the chatbot, and in response to this input, the dialogue control unit performs control processing to cause the chatbot to output further information.

[0044] Up to this point, the information processing system of the present invention has been described assuming that the information processing system outputs information regarding the cancellation of a transaction of a product or service, such as a temporary suspension or the cancellation of a product purchase. Therefore, for a user who is conscious of canceling a transaction, in addition to outputting information to respond to the cancellation in a casual manner, it is also possible to control the output of information so as to output cancellation avoidance information, which is information for avoiding cancellation. Specifically, the cancellation avoidance information to be output may be information that serves as content for appealing the specific contents, features, and appealing effects of the product or service to the user again, information for reporting the successful experiences of other users through the use of the product or service, and information on special offers such as coupons and gifts given to users of the product or service. However, since there is a possibility of causing distrust or anger to the user, it is preferable that the output method of the cancellation avoidance information be appropriately adjustable in consideration of the contents of the product or service and other circumstances.

[0045] The information processing system of this embodiment is not necessarily specialized in processing related to transaction cancellations, and can of course be applied to various other transactions. For example, it is possible to accept applications for gifts that a user who is performing a specific transaction can enter, or changes to transaction conditions (shipping address, payment method, etc.) in an existing transaction, and by making these methods applicable, the user can easily proceed with processing associated with various transactions through dialogue with a chatbot, without having to log in to the service each time.

[0046] The "response acquisition unit" 0205 is configured to acquire the user's reaction to the output of the controlled information. The user's reaction here may include the fact of accepting input of various information in response to the display contents of the chatbot as described above and the contents of the information, as well as the fact of not accepting input, i.e., the fact of abandoning information input. The abandonment here means abandoning subsequent information input, and assuming the transaction cancellation process described above, it can be evaluated as an abandonment from the transaction cancellation process, i.e., the user refraining from canceling the transaction, and is configured to acquire various reactions to enable such evaluation.

[0047] FIG. 3D is shown here. This figure is a diagram showing a part of the subsequent display of the transmission and reception results of information related to the temporary suspension of a transaction described with reference to FIG. 3C. In this figure, after the selection input of the reason for requesting the temporary suspension of a subscription is accepted in FIG. 3C, a message indicating that the temporary suspension is accepted is output in the chatbot, and further, disadvantages and other points of caution associated with the temporary suspension are displayed and output, and the user is about to click a button indicating "temporarily suspend" as a reaction corresponding to the displayed content. If the click process is accepted here, the user's reaction to the content of the temporary suspension of the subscription to the magazine "ABC" is acquired. On the other hand, if the web page on which the dialogue with the chatbot is displayed or the FAQ page on which the page is superimposed is deleted without clicking the button, the result of the process is acquired as the user's reaction. By adopting this configuration, it is possible to acquire the user's intention regarding the transaction performance without making the user perform complicated processes such as login process, and to analyze it from various angles.

[0048] In addition to the functional configurations described so far, it is also possible to adopt a configuration in which a reporting unit is further provided to display and output to the user a correlation with the reactions of other users regarding transactions of the same kind of product or service, using the transaction record information, the output of information through a chatbot based on the transaction record information, and the user's reaction to the output. In other words, it is possible to grasp and analyze not only the reaction of one user from multiple angles, but also the reaction of users to transaction records for a specific product or service, or for the entire service, or even for a group of users of a predetermined population, or for a limited transaction period.

[0049] Here, Fig. 4 is shown. This figure is a diagram showing an example of a display screen that enables Company A, the operator of a website that handles magazine subscriptions and the like, described with reference to Fig. 3, to analyze information regarding temporary suspension of subscriptions by users of the website. In this way, the user reactions acquired by the reaction acquisition unit, together with their contents, are stored in association with the user from which they were acquired and the identification information of that user, and can be used in analysis processing together with information stored in association with other users, and the results of the analysis processing can be displayed and output so as to be visible in various ways.

[0050] The figure illustrates the number of temporary suspensions in the month of October 2021 and the reasons for the temporary suspension, and conversely, it shows a visualization of cases in which, after accepting information input from users regarding temporary suspension due to the output of cancellation avoidance information or other reasons, a response indicating the intention to suspend was not obtained as a result, along with a pie chart, using the numerical value of the "suspension prevention rate." This information can be set arbitrarily as appropriate in a manner that allows the correlation of the responses of each user to be grasped, and the display mode can also be changed. By adopting the configuration that displays and outputs such information in an analyzable manner, it becomes possible for businesses to provide information for taking various measures regarding how to output chatbots, the structure of web pages, and how to provide products or services, which can ultimately contribute to improving the conversion of the business.

[0051] <Specific configuration> FIG. 5 is shown here. This figure is a schematic diagram showing an example of a configuration when each functional configuration of the information processing system of this embodiment is realized as one hardware. Each device has a "CPU" 0501, a "storage device (storage medium)" 0502, a "main memory" 0503, an "input / output interface" 0504, and a "network interface" 0507 for executing various arithmetic processing, and transmits and receives information to and from external peripheral devices such as a "display" 0505 and a "touch panel" 0506 via the input / output interface. Also, transmits and receives information to and from external devices such as a "user terminal" 0508 and a "supplier server" 0509 via the network interface. The specific form of this network interface may be wired or wireless, and the communication method may be direct or indirect. Therefore, it is also possible to adopt a so-called cloud computing format in which information is transmitted and received between a specific external device or a server managed by a third party linked to the user of the device.

[0052] The storage device stores various programs as described below, and the CPU reads, expands, and executes these programs in the work area of ​​the main memory. These components are interconnected by a data communication path such as a "system bus" 0599, and transmit and receive information and perform processing (the basic configuration described above is the same for any of the other devices described below).

[0053] (Specific configuration of the bot display section) The bot display unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "bot display program" 0520 from the storage device to the main memory, executes it, and outputs a display page of the interactive chatbot related to a specific page related to the supply of goods or services displayed on the user terminal of a specific user.

[0054] (Specific Configuration of Prescribed Information Acquisition Unit) The specific information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "specific information acquisition program" 0530 from the storage device into the main memory and executes it, and accepts input of specific information including identification information, which is information for identifying a user, from the user terminal in response to the output of information through the chatbot displayed by executing the dialogue program, and stores the information at a specific address in the main memory.

[0055] (Specific configuration of transaction performance information acquisition unit) The transaction history information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "transaction history information acquisition program" 0540 from the storage device into the main memory, executes it, reads out the identification information obtained by executing the predetermined information acquisition program, outputs the information to a server or other computer managed by the supplier, obtains transaction history information, which is information related to the transaction history of the user's product or service corresponding to the output result, and stores it in a predetermined address of the main memory.

[0056] (Specific configuration of the dialogue control unit) The dialogue control unit is specifically composed of a computer program and computer hardware. Specifically, the CPU reads out the "dialogue control program" 0550 from the storage device to the main memory and executes it, reads out the transaction history information acquired by executing the transaction history information acquisition program, and controls the output of information through the chatbot to the user terminal managed by the user associated with the information, based on the information.

[0057] (Specific configuration of the reaction acquisition unit) The reaction acquisition unit is specifically composed of a computer program and computer hardware. Specifically, the CPU reads out the "reaction acquisition program" 0560 from the storage device into the main memory, executes it, acquires the user's reaction to the output of information controlled by the execution of the dialogue control program, and stores the reaction in a specified address of the main memory in association with the user and transaction record information.

[0058] (Specific composition of the reporting department) In addition, when a reporting unit is provided in the information processing system of this embodiment, the unit is specifically composed of a computer program and computer hardware. Specifically, the CPU reads out a "reporting program" (not shown) from the storage device to the main memory and executes it, reads out the transaction performance information, the output of information through the chatbot based on the transaction performance information, and the user's reaction to the output, and uses the information to display and output to the user a correlation with the reactions of other users regarding transactions of the same kind of product or service.

[0059] <Processing flow> Fig. 6 is a diagram showing an example of a process flow in the information processing system of this embodiment. The process flow in each diagram consists of the following steps. First, in step S0601, an interactive chatbot is displayed on a predetermined page related to the supply of goods or services (bot display step). Then, in step S0602, it is determined whether there is any input of identification information or other information on the predetermined page, and if it is determined that there is, the process proceeds to step S0603. If it is determined that there is no input, the same process is continued until there is input.

[0060] In step S0603, in response to the output of information through the chatbot displayed in the bot display step, input of predetermined information including identification information for identifying the user is accepted (predetermined information acquisition step), and in step S0604, the accepted input of identification information is used to acquire transaction history information, which is information related to the transaction history of the user's product or service (transaction history information acquisition step). In step S0605, the output of information through the chatbot is controlled based on the acquired transaction history information (dialogue control step), and in step S0606, it is determined whether or not the user has reacted to the controlled information. If the determination result here is yes, the user's reaction is acquired in step S0607 (reaction acquisition step). Even if the determination result is no, the same process is continued until a predetermined timing, and the process of the reaction acquisition step is performed after the same timing (for example, the timing when there is no particular reaction to the information output from the bot and the display itself of the web browser is canceled) has passed.

[0061] Now, let us turn to Fig. 7. This figure shows an example of the process flow in the information processing system described in Fig. 6 from the viewpoint of the flow of information transmission and reception between each server and terminal. From the left, this figure shows the processes being performed in the user terminal, the information processing system of this embodiment, and the supplier server. Incidentally, although not shown in this figure, the user terminal transmits and receives information to and from the supplier server as appropriate, and processes for viewing and displaying a specified web page are performed.

[0062] In step S0701, the information processing system displays the chatbot on the user terminal (bot display step), and in step S0702, the information processing system accepts input of predetermined information including identification information from the user terminal (predetermined information acquisition step). Then, in step S0703, the information processing system uses the acquired identification information to send and receive information to and from the supplier server and acquires transaction history information (transaction history information acquisition step), and in step S0704, the information processing system controls information output to the user terminal based on the acquired transaction history information (dialogue control step). Then, in step S0705, the information processing system acquires the reaction of the user at the user terminal (reaction acquisition step).

[0063] In the above-described process flow, the order of the processes in the reporting unit is not particularly limited. However, information that does not undergo a reaction acquisition step may not be included in the display output of the reporting unit.

[0064] <Effects> By utilizing an information processing system having the above configuration, it becomes possible to present responses that smoothly and appropriately reflect the user's intentions regarding transaction performance, to allow the user to voluntarily withdraw cancellations or other intentions regarding transactions, and, even if a contract is terminated, to make it easier to understand the cause from multiple angles.

[0065] <<Embodiment 2>> <Summary> The information processing system of this embodiment basically has the same technical features as the information processing system described in embodiment 1, but has an additional feature in that it links an identifier for outputting a predetermined message to certain users, including the user, depending on the user's reaction.

[0066] <Functional configuration> Fig. 8 is a diagram showing an example of a functional block in the case where the information processing system of this embodiment is realized by one computer (device). As shown in the figure, the "information processing system" 0800 of this embodiment has a "bot display unit" 0801, a "predetermined information acquisition unit" 0802, a "transaction performance information acquisition unit" 0803, a "dialogue control unit" 0804, a "response acquisition unit" 0805, and a "status assignment unit" 0806. The basic configuration is common to the information processing system described using Fig. 2 of the first embodiment, so the function of the "status assignment unit" 0806, which is the difference, will be described below.

[0067] The "status assignment unit" 0806 is The above reaction Acquisition department The system is configured to link an identifier for outputting a predetermined message to a predetermined user including the user in accordance with the user's reaction acquired by the above method. Acquisition department In the case of the cancellation of a transaction as previously explained, for example, an identifier related to the reaction, such as whether or not there was a change in transaction performance information and the nature of that change, may be linked to the relevant user group, such as "users who temporarily suspended the transaction," "users who canceled the transaction," and "users who decided not to cancel."

[0068] Here, an example of a predetermined message output according to a user's reaction will be described. As described above, in the case of canceling a transaction, it is possible to output a message simply encouraging the "user who temporarily paused the transaction" to resume the transaction, or to output information that a limited-time coupon will be provided. In addition, it is possible to output a message recommending a product similar to the product or service that was the subject of the transaction to a "user who canceled the transaction," and it is possible to output a message requesting the user to answer a questionnaire asking why they decided not to cancel, or a message offering a special benefit as a reward for deciding not to cancel.

[0069] These messages are not only output to the user who has obtained a response, but can be output simultaneously to multiple users who share the same identifier. The timing of outputting the message may be set as appropriate, but for example, a configuration may be considered in which a message is output when a number of identifiers exceeding a threshold value are assigned to multiple users within a specified time. By adopting this configuration, messages can be output at appropriate times depending on objective circumstances such as external factors such as media coverage or a company scandal, or temporal factors such as the end of the month or before payday, and this can function as a measure to improve users' satisfaction with the service.

[0070] <Specific configuration> The hardware configuration of each device constituting the information processing system of this embodiment is basically the same as the hardware configuration in the information processing system of the first embodiment described with reference to Fig. 5. Therefore, in the following, specific processing of the "status assignment unit" that has not been described so far will be described.

[0071] (Specific configuration of the status granting unit) The status giving unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "status giving program" from the storage device into the main memory, executes it, acquires the user's reaction acquired by executing the reaction program, associates an identifier for outputting a predetermined message to predetermined users including the user in response to the reaction, and stores it at a predetermined address in the main memory.

[0072] <Processing flow> Fig. 9 is a diagram showing an example of a process flow in the information processing system of this embodiment. The process flow in each diagram consists of the following steps. First, in step S0901, an interactive chatbot is displayed on a predetermined page related to the supply of goods or services (bot display step). Then, in step S0902, it is determined whether there is any input of identification information or other information on the predetermined page, and if it is determined that there is, the process proceeds to step S0903. If it is determined that there is no input, the same process is continued until there is input.

[0073] In step S0903, in response to the output of information through the chatbot displayed in the bot display step, input of predetermined information including identification information for identifying the user is accepted (predetermined information acquisition step), and in step S0904, the accepted input of identification information is used to acquire transaction history information, which is information related to the transaction history of the user's product or service (transaction history information acquisition step). In step S0905, the output of information through the chatbot is controlled based on the acquired transaction history information (dialogue control step), and in step S0906, it is determined whether or not the user has reacted to the controlled information. If the determination result here is "yes," the user's reaction is acquired in step S0907 (reaction acquisition step). Even if the determination result is "no," the same process is continued until a predetermined timing, and after the same timing (for example, the timing when there is no particular reaction to the information output from the bot and the display itself of the web browser is canceled) has passed, the reaction acquisition step is performed. In step S0908, a process of assigning a status according to the reaction acquired in the reaction acquisition step is performed (status assignment step).

[0074] <Effects> By using the information processing system of this embodiment, it is possible to improve the degree of satisfaction of users with various statuses in using services, compared to the case where the information processing system of the first embodiment is used.

[0075] <<Embodiment 3>> <Summary> The information processing system of this embodiment basically has the same technical features as the information processing system described in embodiment 1, but has an additional feature in that it obtains the user's response along with status-related information, which is information related to a status change in the user's trading history for goods or services, and performs processing to change the user's trading history for goods or services based on the status-related information.

[0076] <Functional configuration> FIG. 10 is a diagram showing an example of a functional block in the case where the information processing system of this embodiment is realized by one computer (device). As shown in the figure, the "information processing system" 1000 of this embodiment has a "bot display unit" 1001, a "predetermined information acquisition unit" 1002, a "transaction performance information acquisition unit" 1003, a "dialogue control unit" 1004, a "response acquisition unit" 1005, and a "status change processing unit" 1006, and the response acquisition unit further has a "performance change information acquisition means" 1015. Since the basic configuration is common to the information processing system described using FIG. 2 of the first embodiment, the following describes the functions of the "performance change information acquisition means" 1015 and the "status change processing unit" 1006, which are the differences.

[0077] The "achievement change information acquisition means" 1015 is The above reaction Acquisition department is configured to acquire the user's reaction along with status-related information, which is information related to a status change in the transaction record of the user's product or service. Using the above-mentioned example of canceling a transaction, the status-related information is information that changes the content of the transaction record that has already been accepted, such as "temporarily suspending a subscription," "cancelling a product purchase," or "changing a service plan." The status-related information may be acquired by the reaction acquisition unit as part of the reaction, or may be acquired as information separate from the reaction.

[0078] The "status change processing unit" 1006 is configured to perform processing for changing the transaction record of the user's product or service based on the status-related information. The processing for changing the transaction record referred to here is assumed to be processing for logging into the supplier's service using the above-mentioned identification information and inputting information for changing the transaction record according to the content of the status-related information. That is, in this case, the processing for changing the actual transaction record is performed on the supplier's server, and the status change processing unit inputs information for prompting processing on the supplier's server.

[0079] <Specific configuration> The hardware configuration of each device constituting the information processing system of this embodiment is basically the same as the hardware configuration in the information processing system of the first embodiment described with reference to Fig. 5. Therefore, in the following, specific processing of the "achievement change information acquisition means" and the "status change processing unit" that have not been described so far will be described.

[0080] (Specific Configuration of Performance Change Information Acquisition Means) The performance change information acquisition means is composed of a computer program and computer hardware. Specifically, when the reaction program is executed, the CPU reads out the "performance change information acquisition subprogram" from the storage device into the main memory and executes it, and acquires the user's reaction as well as status-related information, which is information related to the status change of the transaction performance of the user's product or service, and stores them in a predetermined address in the main memory.

[0081] (Specific configuration of the status change processing unit) The status change processing section is composed of a computer program and computer hardware. Specifically, the CPU reads out a "status change processing program" from the storage device to the main memory and executes it, reads out the status-related information obtained by executing the performance change information acquisition means, and performs a process of transmitting and receiving information between the supplier server and the status change processing section to change the transaction performance of the user's product or service that is linked to the status-related information.

[0082] <Processing flow> Fig. 11 is a diagram showing an example of a processing flow in the information processing system of this embodiment. The processing flow in each diagram consists of the following steps. First, in step S1101, an interactive chatbot is displayed on a predetermined page related to the supply of goods or services (bot display step). Then, in step S1102, it is determined whether there is any input of identification information or other information on the predetermined page, and if it is determined that there is, the process proceeds to step S1103. If it is determined that there is no input, the same process is continued until there is input.

[0083] In step S1103, in response to the output of information through the chatbot displayed in the bot display step, input of predetermined information including identification information for identifying the user is accepted (predetermined information acquisition step), and in step S1104, the accepted input of identification information is used to acquire transaction record information, which is information related to the transaction record of the user's product or service (transaction record information acquisition step). In step S1105, the output of information through the chatbot is controlled based on the acquired transaction record information (dialogue control step), and in step S1106, it is determined whether or not the user has responded to the controlled information. If the determination result here is "yes," then in step S1107, the user's response and status-related information, which is information related to a status change of the transaction record of the user's product or service, are acquired (record change information acquisition step). Even if the determination result is "no," the same process is continued until a predetermined timing, and the process of the reaction acquisition step is performed after the timing (for example, the timing when there is no particular reaction to the information output from the bot and the display itself of the web browser is canceled) has passed. Then, in step S1108, a process is performed to change the transaction record of the user for the product or service based on the status-related information (status change process step).

[0084] <Effects> By using the information processing system of this embodiment, it is possible to change the transaction status without requiring the user to take any special effort, compared to when using the information processing system of embodiments 1 and 2, and it is possible to reduce or prevent the user's complaints and stress about the transaction from increasing any further.

[0085] <<Embodiment 4>> <Summary> The information processing system of this embodiment basically has the same technical features as the information processing system described in embodiment 1, but has an additional feature in that when it receives a dialogue end request requesting the end of the dialogue with the chatbot as a user's response, and receives transaction progress information that is linked to the user and includes information about the progress of a transaction for goods or services related to the transaction performance information used in the dialogue between the user and the chatbot, it links the dialogue end request to the transaction progress information and acquires them as tracking information.

[0086] <Functional configuration> FIG. 12 is a diagram showing an example of a functional block in the case where the information processing system of this embodiment is realized by one computer (device). As shown in the figure, the "information processing system" 1200 of this embodiment has a "bot display unit" 1201, a "predetermined information acquisition unit" 1202, a "transaction performance information acquisition unit" 1203, a "dialogue control unit" 1204, a "response acquisition unit" 1205, a "transaction progress information acquisition unit" 1206, and a "tracking information acquisition unit" 1207, and the response acquisition unit further has a "termination request acquisition means" 1215. Since the basic configuration is common to the information processing system described using FIG. 2 of the first embodiment, the following describes the functions of the "termination request acquisition means" 1215, the "transaction progress information acquisition unit" 1206, and the "tracking information acquisition unit" 1207, which are the differences.

[0087] The "termination request acquisition means" 1215 is configured to acquire, in the reaction acquisition unit, a dialogue termination request that requests the termination of dialogue with the chatbot as a user's reaction. The specific contents of the dialogue termination request to be acquired may take various forms depending on the display output of the chatbot, the configuration of a specific page that displays the chatbot, and other elements. For example, in the content of the dialogue with the chatbot, when a dialogue is conducted to the effect of "terminating the dialogue" and a process to terminate the dialogue is conducted in the chatbot, the dialogue termination process may be a dialogue termination request. In addition, in the case of accepting a process to delete the display of a specific page so that the dialogue content with the chatbot up to that point is not displayed, the acceptance of the deletion process may be treated as a dialogue termination request. A configuration is conceivable in which one or more of the various forms are processed in advance as a dialogue termination request, and a dialogue termination request is acquired when a process is conducted in the user to prompt the user to perform the process.

[0088] In addition, since the dialogue end request is merely a response of the user to request the dialogue to end, if a process that inevitably ends the dialogue in the course of the dialogue regardless of the user's request is performed, the process cannot trigger the acquisition of the dialogue end request. In other words, the dialogue end process in the case where the purpose of the dialogue is determined to be completed as the content of the dialogue program with the chatbot is not included in the dialogue end request. Specifically, if a dialogue is performed to request the cancellation of a specific transaction, and the dialogue for the cancellation is completed, it can be said that the purpose of the dialogue with the chatbot is completed, and the subsequent process cannot trigger the acquisition of the dialogue end request. Specifically, the dialogue end request can be triggered when, through the dialogue with the chatbot, a user expresses an intention to refrain from canceling a transaction that was once intended to proceed, or when a process such as deleting a page display that forcibly ends the dialogue for the cancellation is performed. By adopting this configuration, it is possible to grasp users who can be evaluated as having refrained from changing the transaction record through the dialogue with the chatbot, and the transaction record.

[0089] The "transaction progress information acquisition unit" 1206 is configured to acquire transaction progress information, which is information associated with the user and includes the progress of a transaction of a product or service related to the transaction history information used in the dialogue between the user and the chatbot. The progress of a transaction related to the transaction history information means that the status of the transaction, which is the content of the transaction history information once acquired, changes its content toward completion of the transaction. In the example described with reference to FIG. 3, the transaction history information used in the dialogue with the chatbot was "Suspend subscription to magazine "ABC" for one month", but after that, information for confirming the withdrawal of the next month's payment was displayed without the suspension process being performed for the subscription transaction. In other words, the transaction progress information here can be said to be information about changes in information about a specific transaction in the supplier server.

[0090] As a mode of acquiring the transaction progress information in the transaction progress information acquiring unit, for example, a configuration is conceivable in which the transaction progress information acquiring unit logs in to the supply service provider server at a predetermined timing (for example, every day, every other day, or at a specific time on a specific day of the week) using identification information for identifying the specific user, and acquires the transaction progress information of the user. Also, a configuration is conceivable in which the input of the transaction progress information is accepted from the user via a user terminal. Also, a configuration may be adopted in which the supply service provider server accepts input of transaction progress information related to a transaction linked to a specific user at a predetermined timing. As will be described later, by using the transaction progress information, the supply service provider can improve the quality of the transaction performance, so that the supply service provider may be motivated to output the transaction progress information. In such a case, it is desirable that the content of the transaction progress information be simple, such as meaning "transaction continuation", so as not to acquire excessive personal information or other information. By adopting such a configuration, it is possible to address users' concerns regarding information management.

[0091] The "tracking information acquisition unit" 1207 is configured to link the dialogue end request with the transaction progress information and acquire them as tracking information. As described above, the dialogue end request is a dialogue end request based on the user's reaction, and is information that reminds the user that the user, who once intended to change the transaction record, has withdrawn that intention. Since such information is linked with the transaction progress information, the tracking information positioned in this way means that the intention to change the transaction record was reversed through the dialogue with the chatbot, and the transaction was continued. In particular, when the dialogue with the chatbot is negative for the supplier, such as regarding the cancellation of the transaction, acquiring the tracking information reminds the supplier that the dialogue with the chatbot has prevented the above-mentioned negative situation from occurring.

[0092] When the tracking information is acquired, various methods of using the information are conceivable. For example, a configuration is conceivable in which incentive information, which is information related to incentives, is output to the supplier according to the content of the tracking information. The incentive information here is information requesting a reward for preventing changes to the transaction performance information and progressing with the transaction. In addition, when the tracking information is stored and the information processing system of the present invention is used again for another transaction in relation to a user associated with the content of the tracking information, it is also possible to use the content of the tracking information to select a dialogue program to be used in the dialogue processing of the chatbot or to change the processing method. By adopting this configuration, not only is it possible to improve the accuracy of the dialogue processing in the chatbot, but it is also possible to use the improved accuracy to improve the transaction performance.

[0093] <Specific configuration> The hardware configuration of each device constituting the information processing system of this embodiment is basically the same as the hardware configuration in the information processing system of the first embodiment described with reference to Fig. 5. Therefore, in the following, specific processing of the "completion request acquisition means", "transaction progress information acquisition unit", and "tracking information acquisition unit" which have not been described so far will be described.

[0094] (Specific Configuration of Termination Request Acquisition Means) The end request acquisition unit is composed of a computer program and computer hardware. Specifically, when the reaction acquisition program is executed, the CPU reads out the "end request acquisition subprogram" from the storage device into the main memory and executes it, and at a predetermined timing, acquires a dialogue end request that requests the end of the dialogue with the chatbot as a user's reaction, and stores it at a predetermined address in the main memory.

[0095] (Specific configuration of transaction progress information acquisition unit) The transaction progress information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out a "transaction progress information acquisition program" from the storage device into the main memory and executes it, and acquires transaction progress information, which is information including the progress of a transaction of a product or service related to the transaction performance information used in the dialogue between the user and the chatbot, from an external terminal such as a user terminal or a supplier server, which is linked to the user, and is stored in a predetermined address of the main memory.

[0096] (Specific configuration of tracking information acquisition unit) The tracking information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "tracking information acquisition program" from the storage device into the main memory and executes it, reads out the dialogue end request and the transaction progress information, associates each piece of information, acquires them as tracking information, and stores them in a specified address in the main memory.

[0097] <Processing flow> Fig. 13 is a diagram showing an example of a processing flow in the information processing system of this embodiment. The processing flow in each diagram consists of the following steps. First, in step S1301, an interactive chatbot is displayed on a predetermined page related to the supply of goods or services (bot display step). Then, in step S1302, it is determined whether there is any input of identification information or other information on the predetermined page, and if it is determined that there is, the process proceeds to step S1303. If it is determined that there is no input, the same process is continued until there is input.

[0098] In step S1303, in response to the output of information through the chatbot displayed in the bot display step, input of predetermined information including identification information for identifying the user is accepted (predetermined information acquisition step), and in step S1304, the accepted input of identification information is used to acquire transaction history information, which is information related to the transaction history of the user's product or service (transaction history information acquisition step). In step S1305, the output of information through the chatbot is controlled based on the acquired transaction history information (dialogue control step), and in step S1306, it is determined whether or not the user has reacted to the controlled information. If the determination result here is yes, the user's reaction is acquired in step S1307 (reaction acquisition step). Even if the determination result is no, the same process is continued until a predetermined timing, and the process of the reaction acquisition step is performed after the same timing (for example, the timing when there is no particular reaction to the information output from the bot and the display itself of the web browser is canceled) has passed.

[0099] At this time, if the user's reaction is a dialogue end request that requests the end of the dialogue with the chatbot, the dialogue end request is acquired as a reaction acquisition step in step S1307 (dialogue end request acquisition step). After that, in step S1308, it is determined whether or not transaction progress information, which is information that is linked to the user and includes the progress of a transaction of a product or service related to the transaction record information used in the dialogue between the user and the chatbot, has been acquired, and if the determination result here is yes, the transaction progress information is acquired in step S1309 (transaction progress information acquisition step). If the determination result is no, the subsequent processing is not performed. Then, in step S1310, the dialogue end request and the transaction progress information are associated with each other and acquired as tracking information (tracking information acquisition step).

[0100] <Effects> By using the information processing system of this embodiment, it is possible to improve the accuracy of dialogue processing in a chatbot as well as improve trading results compared to the case where the information processing system of embodiments 1 to 3 is used. [Explanation of symbols]

[0101] 0200: information processing system, 0201: bot display unit, 0202: predetermined information acquisition unit, 0203: transaction performance information acquisition unit, 0204: dialogue control unit, 0205: response acquisition unit

Claims

1. a bot display step of displaying an interactive chatbot on a predetermined page related to the supply of goods or services; a predetermined information acquisition step of accepting input of predetermined information including identification information for identifying a user in response to output of information through the displayed chatbot; a transaction record information acquisition step of acquiring transaction record information, which is information regarding a transaction record of a product or service of the user, using the identification information that has been received; A dialogue control step of controlling an output of information through a chatbot based on the acquired transaction performance information; A reaction acquisition step of acquiring a reaction of the user to the output of the controlled information; An information processing method implemented by a computer.

2. An information processing method as described in claim 1, wherein the dialogue control step further includes a cancellation-related dialogue control sub-step for controlling the output of information regarding the cancellation of a transaction for goods or services by the user.

3. An information processing method as described in claim 1 or 2, further comprising a status assignment step of linking an identifier for outputting a predetermined message to predetermined users including the user in accordance with the user's reaction acquired in the reaction acquisition step.

4. The reaction acquisition step further includes a performance change information acquisition sub-step of acquiring the reaction of the user together with status-related information, which is information regarding a status change of the transaction performance of the user's product or service; a status change processing step for performing a process for changing the transaction record of the user's product or service based on the status-related information; The information processing method according to claim 1 , further comprising:

5. The reaction acquisition step further includes a termination request acquisition sub-step of acquiring an interaction termination request requesting an end of the interaction with the chatbot as a reaction of the user; A transaction progress information acquisition step of acquiring transaction progress information, which is information including the progress of a transaction of a product or service related to transaction performance information associated with the user and used in a dialogue between the user and the chatbot; a tracking information acquisition step of linking the interaction end request with the transaction progress information and acquiring the information as tracking information; The information processing method according to claim 1 , further comprising:

6. An information processing method as described in any one of claims 1 to 5, further comprising a reporting step of displaying and outputting to the user a correlation between the transaction performance information, the output of information through a chatbot based on the transaction performance information, and the user's reaction to the output and the reactions of other users regarding transactions of the same type of goods or services.

7. a bot display step of displaying an interactive chatbot on a predetermined page related to the supply of goods or services; a predetermined information acquisition step of accepting input of predetermined information including identification information for identifying a user in response to output of information through the displayed chatbot; a transaction record information acquisition step of acquiring transaction record information, which is information regarding a transaction record of a product or service of the user, using the identification information that has been received; A dialogue control step of controlling an output of information through a chatbot based on the acquired transaction performance information; A reaction acquisition step of acquiring a reaction of the user to the output of the controlled information; An information processing program for executing on a computer.

8. a bot display unit that displays an interactive chatbot on a predetermined page related to the supply of goods or services; a predetermined information acquisition unit that receives input of predetermined information including identification information that is information for identifying a user in response to an output of information through the displayed chatbot; a transaction record information acquiring unit that acquires transaction record information, which is information regarding a transaction record of a product or service of the user, by using the identification information that has been received; A dialogue control unit that controls output of information through a chatbot based on the acquired transaction performance information; A reaction acquisition unit that acquires a reaction of the user to the output of the controlled information; An information processing system having the above configuration.

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