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

Abstract

To allow information acquired from an external system to be properly treated in a chat bot function.SOLUTION: The present invention is directed to an information processing apparatus for providing a chat bot function for, based on scenario information associating a scenario with an object leading from inquiry information to reply information in the scenario, automatically answering, as the reply information, item name and an item value obtained by transmission of the inquiry information to an external system. The apparatus has a display control unit for, in setting the object in the scenario information, receiving settings of identification information for use in identifying the item name. When the identification information corresponding to the item name acquired from the external system is set, the display control unit changes the item name to the identification information.SELECTED DRAWING: Figure 9

Description

[Technical field]

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

[0002] Nowadays, so-called chatbots are known that recognize patterns of text, voice, or images input by users via the cloud, and carry out conversations, respond to questions, control machines, etc. As such chatbots, those that perform interactive communication to send and receive information by interacting with users in a dialogue (chat) format are known.

[0003] For example, Patent Document 1 discloses a chatbot system that provides a user with information acquired from an external system based on chatbot scenario information created in advance. More specifically, in a conventional chatbot system, an external system that has been called via an API (Application Programming Interface) often responds with a set of a key (item name) and a value (item value), for example, in JSON format. The chatbot system can identify the corresponding value (item value) by using this key (item name). Summary of the Invention [Problem to be solved by the invention]

[0004] However, according to the conventional chatbot system, when acquiring information from multiple external systems, there is a problem that the keys (item names) of the information responded from the external systems may be duplicated.Furthermore, according to the conventional chatbot system, when acquiring information from the same external system multiple times and wanting to use the information acquired each time while distinguishing it, there is a problem that the keys (item names) of this information may be duplicated.

[0005] Thus, conventional chatbot systems have the problem that it may be difficult to properly handle information obtained from external systems.

[0006] The present invention has been made in consideration of the above, and aims to enable a chatbot function to appropriately handle information obtained from an external system. [Means for solving the problem]

[0007] In order to solve the above-mentioned problems and achieve the objective, the present invention provides an information processing device that provides a chatbot function that automatically responds with an item name and item value obtained by sending question information to an external system as response information based on scenario information that matches a scenario with an object in the scenario that leads from question information to response information, and is characterized in that it has a display control unit that accepts the setting of identification information for identifying the item name in setting the object in the scenario information, and when the identification information corresponding to the item name obtained from the external system is set, the display control unit changes the item name to the identification information. Effect of the Invention

[0008] According to the present invention, it is possible to appropriately handle information obtained from an external system in a chatbot function. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram illustrating an example of a system configuration including an automatic response system according to an embodiment. [Diagram 2] FIG. 2 is a diagram illustrating an example of a hardware configuration of the chatbot service server and the external cooperation server. [Diagram 3] FIG. 3 is a diagram illustrating an example of a functional configuration of the automatic response system. [Figure 4] FIG. 4 is a diagram illustrating an example of a functional configuration of the internal registration unit. [Diagram 5] FIG. 5 is a diagram illustrating an example of a data configuration of the FAQ table. [Figure 6] FIG. 6 is a diagram illustrating an example of a data configuration of the external linkage table. [Figure 7] FIG. 7 is a diagram illustrating an example of a data configuration of the scenario table. [Figure 8-1] FIG. 8-1 is a diagram illustrating an example of a data configuration of the object management table (text). [Figure 8-2] FIG. 8-2 is a diagram illustrating an example of a data configuration of the object management table (default). [Figure 8-3] FIG. 8-3 is a diagram illustrating an example of a data configuration of the object management table (system data display). [Figure 8-4] FIG. 8-4 is a diagram illustrating an example of a data configuration of the object management table (API linkage). [Figure 9] FIG. 9 is a diagram showing an example of a scenario setting screen displayed by the management screen input / output unit. [Figure 10] FIG. 10 is a diagram showing an example of a scenario setting screen displayed by the management screen input / output unit. [Figure 11] FIG. 11 is a diagram showing an example of a scenario setting screen displayed by the management screen input / output unit. [Figure 12] FIG. 12 is a diagram illustrating problems in a conventional chatbot system. [Figure 13] FIG. 13 is a sequence diagram showing the flow of a chat screen update process. [Figure 14] FIG. 14 is a flowchart showing the flow of the process of storing the acquired information. [Figure 15] FIG. 15 is a diagram illustrating an example of the acquired information management table. [Figure 16] FIG. 16 is a diagram showing an example of a chat screen displayed by the chatbot service. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, embodiments of an information processing device, an information processing system, a program, and an information processing method will be described in detail with reference to the accompanying drawings.

[0011] 1 is a diagram showing an example of a system configuration of an information processing system 100 including an automatic response system 1 according to an embodiment. The information processing system 100 includes the automatic response system 1, a user terminal 3 which is a terminal device, an administrator terminal 4, and an external system 6. The automatic response system 1 is a system for automatically or semi-automatically responding to questions and the like from a user (conversation user) who uses the user terminal 3, using a so-called chatbot.

[0012] 1, an automatic response system 1 is communicatively connected to a user terminal 3 via a network 2, and is communicatively connected to an administrator terminal 4 and external systems 6A, 6B, ... via a network 5. Hereinafter, when there is no need to distinguish between the multiple external systems 6A, 6B, ..., they may be referred to as external system 6.

[0013] The user terminal 3 is a terminal device used by a user (conversation user). The user terminal 3 is, for example, a PC (Personal Computer), a tablet terminal, a smartphone, etc. The administrator terminal 4 is a terminal device used by an administrator (administrative user) who manages the content of the exchange realized by the automatic answering system 1. The administrator terminal 4 is, for example, a PC, a tablet terminal, a smartphone, etc. There may be multiple user terminals 3 and multiple administrator terminals 4.

[0014] The external system 6 is a computer system capable of providing predetermined information. The external system 6 is, for example, a system configured by one or more computers (servers, PCs, etc.). The number of external systems 6 should not be particularly limited, and may be one or three or more. In this embodiment, the external system 6A is a customer management system, and the external system 6B is a tracking system. Hereinafter, the external system 6A is referred to as the customer management system 6A, and the external system 6B is referred to as the tracking system 6B. The customer management system 6A is a system that manages the order history of customers, etc. The tracking system 6B is a system that manages tracking information related to the shipment of products ordered by customers.

[0015] The networks 2 and 5 are, for example, the Internet, a LAN (Local Area Network), etc. The networks 2 and 5 may be independent of each other, or may overlap or cooperate with each other.

[0016] The automatic response system 1 of the present embodiment includes a chatbot service server 11, which is an information processing device, and an external linking server 12. Note that in the present embodiment, the chatbot service server 11 and the external linking server 12 are separate entities, but the present invention is not limited thereto, and the chatbot service server 11 and the external linking server 12 may be integrated.

[0017] The chatbot service server 11 establishes interactive communication with the user terminal 3 based on preregistered scenario information, and performs processing for transmitting response information to question information transmitted from the user terminal 3 to the user terminal 3 that transmitted the question information. Here, the scenario information is a flow that leads a scenario-type chatbot from question information to response information (i.e., a flow used for conversation with the user terminal 3).

[0018] The external link server 12 performs processing for acquiring necessary information from the external system 6 (customer management system 6A, tracking system 6B) in order to generate appropriate response information.

[0019] 2 is a diagram showing an example of a hardware configuration of the chatbot service server 11 and the external link server 12. The chatbot service server 11 and the external link server 12 of this embodiment are constructed by a computer. The chatbot service server 11 and the external link server 12 include a CPU (Central Processing Unit) 21, a ROM (Read Only Memory) 22, a RAM (Random Access Memory) 23, a HD (Hard Disk) 24, a HDD (Hard Disk Drive) controller 25, a display 26, an external device connection I / F (Interface) 28, a network I / F 29, a bus line 30, a keyboard 31, a pointing device 32, a DVD-RW (Digital Versatile Disc Rewritable) drive 34, and a media I / F 36.

[0020] The CPU 21 controls the overall operation of the chatbot service server 11 or the external linking server 12. The ROM 22 stores programs used to drive the CPU 21, such as an IPL (Initial Program Loader). The RAM 23 is used as a work area for the CPU 21.

[0021] The HD 24 stores various data such as programs, etc. The HDD controller 25 controls reading and writing of various data from and to the HD 24 under the control of the CPU 21.

[0022] The display 26 displays various information such as a cursor, a menu, a window, characters, an image, etc. The external device connection I / F 28 is an interface for connecting various external devices. In this case, the external devices are, for example, a USB (Universal Serial Bus) memory, a printer, etc. The network I / F 29 is an interface for data communication using the networks 2 and 5. The bus line 30 is an address bus, a data bus, etc. for electrically connecting each component such as the CPU 21.

[0023] The keyboard 31 is a type of input means having a plurality of keys for inputting characters, numbers, various instructions, etc. The pointing device 32 is a type of input means for selecting and executing various instructions, selecting a processing target, moving a cursor, etc.

[0024] The DVD-RW drive 34 controls reading and writing of various data from and to a DVD-RW 33 as an example of a removable recording medium. Note that the medium is not limited to a DVD-RW, and may be a DVD-R or the like. The media I / F 36 controls reading and writing (storing) of data from and to a recording medium 35 such as a flash memory.

[0025] Next, we will explain the functional configuration of the automatic response system 1, which is realized by the CPU 21 of the chatbot service server 11 executing a program stored in HD 24, and by the CPU 21 of the external connection server 12 executing a program stored in HD 24.

[0026] 3 is a diagram showing an example of a functional configuration of the automatic response system 1. The automatic response system 1 includes a communication unit 101, a linkage determination unit 102, a search unit 103, a linkage unit 104, a registration unit 105, an FAQ table 131 (internal registration information), an external linkage table 132 (external linkage information), and a scenario table 133 (scenario information).

[0027] The communication unit 101 performs processing for executing interactive communication for transmitting and receiving information between an unspecified number of user terminals 3 (3A, 3B, 3C). Interactive communication is for transmitting and receiving information by carrying out a dialogue (chat)-style exchange between a user terminal and a chatbot. Hereinafter, when there is no need to distinguish between the multiple user terminals 3A, 3B, 3C, they may be referred to as user terminals 3. The communication unit 101 has a receiving unit 111 that receives information transmitted from the user terminal 3, and a transmitting unit 112 that transmits information to the user terminal 3. The receiving unit 111 receives question information from the user terminal 3. The transmitting unit 112 transmits response information to the received question information to the user terminal 3 that transmitted the question information.

[0028] In the example shown in Fig. 3, three user terminals 3A, 3B, and 3C are shown which have different means for performing interactive communication. The user terminal 3A establishes interactive communication using a browser (internet browser) 41. The user terminal 3B establishes interactive communication using a communication tool 42 such as a specific SNS (Social Networking Service). The user terminal 3C establishes interactive communication using the browser 41 and / or the specific communication tool 42. In this way, the means on the user terminal 3 side for establishing interactive communication can be set arbitrarily.

[0029] The linkage determination unit 102 determines whether or not linkage with the external system 6 is necessary when acquiring response information to the question information received by the receiving unit 111. The linkage determination unit 102 determines whether to execute a normal mode or an external linkage mode based on a keyword included in the question information received from the user terminal 3. The linkage determination unit 102 can also make a determination based on the question information acquired in the interactive communication and the scenario table 133. The normal mode is a mode in which response information is acquired based on the FAQ table 131 in which elements included in the question information (e.g., options selected by the user, free words entered by the user, etc.) are associated with response information. The external linkage mode is a mode in which response information is acquired by linking with the external system 6 based on the external linkage table 132 in which elements included in the question information are associated with information on the external system 6 to be linked.

[0030] When the cooperation determination unit 102 determines that the normal mode is to be executed, the search unit 103 acquires response information from the FAQ table 131. The search unit 103 may also acquire response information by referring to the scenario table 133 in addition to the FAQ table 131.

[0031] The collaboration unit 104 performs a process for acquiring information from the external system 6 when the collaboration determination unit 102 determines that the external collaboration mode is to be executed. The collaboration unit 104 of this embodiment includes a collaboration control unit 115 included in the chatbot service server 11 and a collaboration processing unit 116 included in the external collaboration server 12. When the collaboration determination unit 102 determines that the external collaboration mode is to be executed, the collaboration control unit 115 acquires information on the external system 6 to be linked from the external collaboration table 132. The collaboration processing unit 116 establishes communication with the target external system 6 based on the information on the external system 6 acquired by the collaboration control unit 115, and performs a process for acquiring necessary information from the external system 6. Note that the configuration of the collaboration unit 104 is an example, and the collaboration control unit 115 and the collaboration processing unit 116 may be mounted on the same hardware.

[0032] The registration unit 105 performs processing for registering (including generating, editing, deleting, etc.) the FAQ table 131, the external linkage table 132, and the scenario table 133 based on registration information transmitted from the administrator terminal 4, which is a specific terminal other than the user terminal 3. The registration unit 105 of this embodiment includes an internal registration unit 121 that performs processing for registering the FAQ table 131 and the scenario table 133, and an external registration unit 122 that performs processing for registering the external linkage table 132.

[0033] Here, the functional configuration of the internal registration unit 121 will be described in detail.

[0034] 4 is a diagram showing an example of a functional configuration of the internal registration unit 121. As shown in FIG.

[0035] The management screen input / output unit 301 functions as an example of a display control unit that provides a UI (User Interface) for managing question information and response information (hereinafter referred to as question and answer data) required for conversation by the chatbot, and information of the user who sets up the chatbot. The management screen input / output unit 301 also executes a scenario-type chatbot that receives message information from the user terminal 3 and transmits message information responding to the received message to the user terminal 3 according to the scenario information and setting information. Here, the scenario information is a flow that leads from question information to response information, as described above. Also, the setting information is information that associates question information with response information.

[0036] For example, the management screen input / output unit 301 receives input text input by conversation with a chatbot as message information (inquiry information). Here, the input text may be input by characters or voice, for example, but is not limited to this as long as it is information that can be converted into text. Furthermore, when the management screen input / output unit 301 adds or edits question and answer data included in the setting information, it passes the new question and answer data to the question management unit 302.

[0037] Based on various information (e.g., question and answer data) sent from the management screen input / output unit 301, the question management unit 302 registers the various information in the FAQ table 131, or obtains various information from the FAQ table 131 and returns it to the management screen input / output unit 301.

[0038] Furthermore, when adding / editing question and answer data, the question management unit 302 registers the question and answer data received from the management screen input / output unit 301 in the FAQ table 131 if the data can be registered.

[0039] The FAQ table 131 stores various information such as question and answer data used by the chatbot to send message information, and the category of the question and answer data.

[0040] The scenario management unit 306 has a role of acquiring scenario information from the scenario table 133 and returning it to the management screen input / output unit 301. Here, as described above, the scenario information is a flow that leads a scenario-type chatbot from question information to response information (i.e., a flow used for conversation with the user terminal 3). In addition to the scenario table 133, the scenario management unit 306 manages object management tables 140-1 to 140-5, which will be described later. The object management tables 140-1 to 140-5 manage various information related to objects (buttons) related to the scenario table 133.

[0041] The scenario table 133 stores scenario information that the chatbot uses in a conversation with the user terminal 3.

[0042] Next, the data structures of the various tables will be described.

[0043] FIG. 5 is a diagram showing an example of the data configuration of the FAQ table 131. As shown in FIG. 5, the FAQ table 131 of this embodiment associates "question ID," "question content," and "response information." The "question ID" is identification information for identifying a combination of the "question content" and "response information" (a row of the FAQ table 131 in this embodiment). The "question content" is information indicating the content of a question input by a user in interactive communication, and is an example of an "element" included in the question information. The "question content" may be, for example, an option selected by the user from a plurality of options, a free word input by the user, a synonym thereof, or the like. The "response information" is information indicating the content of a response corresponding to the question content, and here, information indicating the URL of a homepage viewable on the Internet is exemplified.

[0044] 6 is a diagram showing an example of a data configuration of the external linkage table 132. As shown in FIG. 6, the external linkage table 132 of this embodiment includes a link destination table 135 and a necessary information table 136.

[0045] The link destination table 135 of this embodiment is information indicating a method of accessing an external service (a service provided by the external system 6) to be used to obtain appropriate response information, and associates an "external service URL", an "linked ID", a "type", a "keyword", and a "call ID". The "external service URL" is a URL for accessing an external service provided by the external system 6. The "external service URL" may be, for example, a URL for accessing a specific homepage assigned to each of the customer management system 6A, the tracking system 6B, .... The "linked ID" is identification information for identifying a combination of a "keyword", a "type", and a "call ID" (a row of the link destination table 135 in this embodiment). The "type" is information indicating the type of the call ID. Here, the type of the "call ID" is illustrated as a function. The "keyword" is a phrase, a phrase, a sentence, etc. that a user can select, input, etc. in interactive communication, and is an example of an "element" included in the question information. The "call ID" is information required to obtain target information within an external service, and may be, for example, information indicating a specific link destination on a homepage corresponding to the "external service URL". The above-mentioned linkage destination table 135 may be generated for each of the customer management system 6A, the tracking system 6B, . . .

[0046] The necessary information table 136 is a table for identifying parameters (necessary information) required to establish communication with the external system 6 (to use an external service) for each of the customer management system 6A, the tracking system 6B, ... (for each external service URL and call ID in this embodiment). The necessary information table 136 in this embodiment associates "external service URL", "call ID", "parameter", "type", "reply information", "user input information", and "end message". The "external service URL" and "call ID" in the necessary information table 136 correspond to the "external service URL" and "call ID" in the above-mentioned link destination table 135. "Parameters" are information required (requested by the external system 6) to obtain necessary information from the external system 6 (external service), and are determined for each "call ID" in this embodiment. In the example shown in FIG. 6, it is shown that the user's name, organization name, and email address are required to obtain information corresponding to the call ID: HttpConnector?code=02 in the external service corresponding to the URL: https: / / △△△△△.net / api / . "Type" is information indicating the type (input condition, etc.) of the "parameter". "Reply information" is information indicating text or audio output to the user terminal 3 to prompt the user to input "parameters." "User input" is information indicating parameters input to the user terminal 3. "End message" is information indicating a message output to the user terminal 3 after all parameters have been acquired.

[0047] Fig. 7 is a diagram showing an example of the data configuration of the scenario table 133. As shown in Fig. 7, the scenario table 133 of this embodiment stores scenarios that the chatbot uses in conversation with the user terminal 3. The scenario table 133 stores, in association with each other, a scenario ID (identification information for identifying a scenario), a scenario name that is the name of the scenario, a card ID that is the ID of a card included in the scenario (identification information for identifying a card), a card type, an object ID that is identification information of an object (button) included in the card, and a caller object ID.

[0048] The card type classifies cards included in a scenario into either "general" or "system". Cards classified as "system" are not displayed on the user screen of the user terminal 3. The caller object ID is the caller of the object ID.

[0049] Next, the object management tables 140-1 to 140-5 for managing objects (buttons) related to the scenario table 133 will be described.

[0050] Fig. 8-1 is a diagram showing an example of the data configuration of the object management table (text) 140-1. As shown in Fig. 8-1, the object management table (text) 140-1 stores text indicating details of an object (button) in association with an object ID.

[0051] FIG. 8-2 is a diagram showing an example of the data configuration of the object management table (default) 140-2. As shown in FIG. 8-2, the object management table (default) 140-2 stores an object type, which is a type of object (button), in association with an object ID. For example, a "return to start" that automatically returns to the first card is stored as an object type. In this case, since it automatically returns to the first card, there is no need to register it in the calling object ID.

[0052] Fig. 8-3 is a diagram showing an example of the data configuration of the object management table (system data display) 140-3. As shown in Fig. 8-3, the object management table (system data display) 140-3 stores the display contents (system data display) of objects (buttons) in association with object IDs.

[0053] FIG. 8-4 is a diagram showing an example of the data configuration of the object management table (API integration) 140-4. As shown in FIG. 8-4, the object management table (API integration) 140-4 stores various items related to "API integration", such as an integration destination URL, a method type, a request header, a request body, a response type, a response body, and a change in key name of the response body, in association with a display text ID to be displayed on the object (button). For example, when the object (button) is an "order history", the "integration destination URL" is a URL indicating the order history managed in the customer management system 6A. The "method type" indicates whether the type of the HTTP method is "GET" or "POST". The "request header" is an HTTP header used in the HTTP request. The "request body" is an HTTP body used in the HTTP request. The "response type" indicates whether it is "JSON" or "XML". The "change in key name of the response body" stores a variable name and a conversion source key name for the variable name. Details of the variable name will be described later.

[0054] Next, a scenario setting screen, which is an example of a UI displayed on the administrator terminal 4 by the management screen input / output unit 301, will be described.

[0055] 9 to 11 are diagrams showing an example of a scenario setting screen displayed by the management screen input / output unit 301. In this embodiment, as shown in Fig. 9, the management screen input / output unit 301 displays a scenario setting screen G1 on the administrator terminal 4, on which scenario information of a scenario-type chatbot can be set. As shown in Fig. 9, the scenario setting screen G1 includes a card C1 to be included in the scenario information, and an object addition button (e.g., "add action object") B1 that can instruct the addition of the card C1.

[0056] Here, we will explain the creation of an order history API as an example.

[0057] First, the management screen input / output unit 301 accepts the creation of a card C1 of a scenario start screen. For example, as shown in Fig. 9, the card C1 of the scenario start screen includes card text (e.g., "Please select an item you want to search") T1, objects to be included in the card C1 (e.g., "Order history" O1, "Point balance" O2, "Member information" O3), the type of the object (e.g., text, API linkage, system data display, etc.), and an object addition button (e.g., "Add action object") B1 that can instruct the addition of the object.

[0058] When the add object button B1 is clicked, the management screen input / output unit 301 accepts the creation of a card C2 (not shown) that allows the type of object to be added (text, API integration, system data display, etc.) to be selected.

[0059] For example, if the selected type is "text", the management screen input / output unit 301 accepts settings for the text to be displayed in the object and the card to be displayed next when the object is clicked.

[0060] For example, if the selected type is "system data display", the management screen input / output unit 301 inputs only the text to be displayed in the object (no setting of the card to be displayed next is made).

[0061] Next, a case where the selected type is "API Integration" will be described. When "API Integration" is selected, card C2 includes, as shown in FIG. 9, an object to be included in the card (e.g., "API Integration" O4), an object addition button that can instruct the addition of the object (e.g., "Add Action Object") B2, and the like. The card type of card C2 is "System". Card C2 with a card type of "System" is displayed on the scenario setting screen G1 of the administrator terminal 4, but is not displayed on the user screen of the user terminal 3.

[0062] Furthermore, when the selected type is "API integration", the management screen input / output unit 301 displays screen G2 shown in Fig. 9 to accept the settings of each item. When the selected type is "API integration", screen G2 shown in Fig. 9 accepts the settings of each item related to "API integration", namely "integration destination URL", "method type", "request header", "request body", "response type", and "response body", to complete the setting of "API integration" object O4 included in card C2.

[0063] For example, if the object is an "order history", the URL indicating the order history managed in the customer management system 6A is input as the "linked URL".

[0064] "Method type" allows the user to select whether the HTTP method type is "GET" or "POST".

[0065] "Request header" is an HTTP header used in HTTP requests. For example, to specify that order history from the last 30 days should be obtained, enter "Period" as the name to indicate the period, and "30" as the value.

[0066] A "request body" is the HTTP body used in an HTTP request.

[0067] "Response type" allows you to select either "JSON" or "XML".

[0068] The "response body" prompts the user to input a variable name, which is identification information for the item name, and the source key name for the variable name (item name). Note that the identification information is not limited to the variable name, and various types of information can be used. The reason for prompting the user to input a variable name, which is identification information for the item name, is as follows.

[0069] FIG. 12 is a diagram showing problems with conventional chatbot systems. As shown in FIG. 12, conventional chatbot systems have a problem in that when acquiring information from multiple external systems, the keys (item names) of the information responded to from the external systems may overlap. In the example shown in FIG. 12, the item name "date" of the response body from the customer management system and the item name "date" of the response body from the delivery tracking system overlap. Furthermore, conventional chatbot systems have a problem in that when acquiring information from the same external system multiple times and it is desired to use the information acquired each time in a differentiated manner, the keys (item names) of the information may overlap.

[0070] Therefore, in this embodiment, the management screen input / output unit 301 is adapted to receive the setting of a variable name, which is identification information for identifying duplicated item names, in the setting of an object in the scenario information. When identification information corresponding to an item name acquired from an external system is set, the management screen input / output unit 301 changes the item name to a variable name, which is identification information. In the example shown in FIG. 9, "order_date" is input as the variable name for the item name "date".

[0071] The information entered on screen G2 shown in FIG. 9 is stored in the object management table (API linkage) shown in FIG. 8-4.

[0072] Note that separate user authentication is required, but is omitted in this embodiment. For example, if a user has already logged in with a username and password, when starting a scenario and calling the order history API, API authentication can be performed with the username and password entered during login.

[0073] Also, as shown in FIG. 9, when the user connects an object O1 (e.g., text such as "Order History") contained in one card C1 to the other card C2 with a line L1 on the scenario setting screen G1, the management screen input / output unit 301 sets the text in the object O1 contained in the one card C1 as the display conditions for the other card C2.

[0074] Similarly, when an object addition button B2 included in card C2 is clicked, the management screen input / output unit 301 accepts creation of the next card C3. For example, the next card C3 includes objects to be included in card C3 (e.g., "Recent orders..." O5, "Check delivery status" O6, "Back to beginning" O7), the types of the objects O5 to O7 (e.g., text, API integration, system data display, etc.), an object addition button (e.g., "Add action object") B3 that can instruct the addition of the objects, etc., as shown in Fig. 10.

[0075] Here, for object O5 of the "System Data Display" type shown in Fig. 10, text may be entered directly into card C3, or may be entered on another screen (for example, a screen similar to screen G2 of "API Integration"). The contents of the object of the "System Data Display" type entered here are stored in the object management table (System Data Display) shown in Fig. 8-3.

[0076] When the add object button B3 is clicked, the management screen input / output unit 301 accepts the creation of a card C3 (not shown) that allows the type of object to be added (text, API integration, system data display, etc.) to be selected.

[0077] When "API Integration" is selected, for example, the management screen input / output unit 301 displays card C4 shown in FIG. 10. When "API Integration" is selected, card C4 includes, as shown in FIG. 10, an object to be included in the card (e.g., "API Integration" O8), an object addition button that can instruct the addition of the object (e.g., "Add Action Object") B4, and the like. The card type of card C4 is "System". Card C4 with a card type of "System" is displayed on the scenario setting screen G1 of the administrator terminal 4, but is not displayed on the user screen of the user terminal 3.

[0078] Furthermore, when the selected type is "API integration", the management screen input / output unit 301 displays screen G2 shown in Fig. 10 to accept the settings of each item. When the selected type is "API integration", screen G2 shown in Fig. 10 accepts the settings of each item related to "API integration", namely "integration destination URL", "method type", "request header", "request body", "response type", and "response body", to complete the setting of "API integration" object O8 included in card C4. In the example shown in Fig. 10, "delivery_date" is entered as the variable name of the item name "date".

[0079] As described above, in the case of "API integration," the management screen input / output unit 301 causes the user to input a variable name and a source key name in the "response body" of screen G2 shown in Fig. 10. Here, the management screen input / output unit 301 executes an error check. For example, if the management screen input / output unit 301 inputs "order_date," which has already been registered as the variable name input in Fig. 9, it displays an error message informing the administrator of this.

[0080] By repeating the above process, the scenario generation result shown in Fig. 11 and the scenario table 133 shown in Fig. 7 are obtained. As shown in Fig. 11, the management screen input / output unit 301 can also display different variable names ("order_date" and "delivery_date") associated with the same item name on the same screen, like card C5. In this way, even if the keys (item name: date) of the information responded to from the external system are duplicated, they can be displayed separately.

[0081] In addition, the management screen input / output unit 301 performs an error check on the text input. For example, a case will be described where the setting of the "API linkage" object 08 included in the card C4 is completed and the variable name of "delivery_date" is registered. In such a case, when the management screen input / output unit 301 sets "delivery_date" to the "system data display" object O5 included in the card C3 before the card C4 and receives a click of the "input completion" button (not shown), the setting is not completed and an error message is displayed (notified). Specifically, the management screen input / output unit 301 judges the card C4 including the object O8 in which {{delivery_date}} is set based on the context with the card C3 including the object 05 in which the {{delivery_date}} is used. In the example shown in FIG. 11, the management screen input / output unit 301 judges that the setting of the {{delivery_date}} is incorrect because the card C4 is after the card C3.

[0082] Next, the flow of the chat screen update process will be described.

[0083] Here, Fig. 13 is a sequence diagram showing the flow of the update process of the chat screen. As shown in Fig. 13, when the user terminal 3 accepts the selection of a specific "text" object by a user (conversation user) (step S1), the user terminal 3 transmits a selection notification to the chatbot service server 11 (step S2).

[0084] When the chatbot service server 11 receives the selection notification transmitted from the user terminal 3, it identifies a card corresponding to a specific "text" object (step S3). In addition, the chatbot service server 11 identifies an object included in the identified card (step S4).

[0085] Next, if an "API integration" object is included, the chatbot service server 11 acquires the setting information of the object from the object management table (API integration) 140-4 (step S5).

[0086] Next, the chatbot service server 11 generates a request to the external system 6 (step S6).

[0087] Next, the chatbot service server 11 performs a process of calling an API for the external system 6 via the external connection server 12 (sending a request header and a request body) (step S7). After that, the chatbot service server 11 receives a response (response body) from the external system 6 via the external connection server 12 (step S8).

[0088] Next, the chatbot service server 11 analyzes the response sent from the external system 6 (step S9). After that, the chatbot service server 11 stores the acquired information (step S10).

[0089] Here, the process of storing the acquired information in step S10 will be described in detail.

[0090] Fig. 14 is a flowchart showing the flow of the process of saving acquired information. As shown in Fig. 14, the chatbot service server 11 acquires a set of each key (item name) and value (item value) included in the response body (step S21). Thereafter, the process (steps S22 to S25) is repeated for each key name.

[0091] First, the chatbot service server 11 sets the key name of each key (item name) as a "conversion key name" and acquires a "variable name" corresponding to the "conversion key name" (step S22).

[0092] Next, the chatbot service server 11 judges whether the "variable name" has been acquired (step S23).

[0093] When the chatbot service server 11 determines that the "variable name" has been acquired (Yes in step S23), it registers the acquired "variable name" and value (item value) in association with each other in the acquired information management table (step S24).

[0094] Here, Fig. 15 is a diagram showing an example of the acquired information management table 150. As shown in Fig. 15, the acquired information management table 150 stores the acquired "variable name", a value (item value), and the type of the acquired "variable name" in association with each other. The type of "variable name" is a number, a character string, etc.

[0095] If the chatbot service server 11 determines that it cannot acquire the "variable name" (No in step S23), it registers the key (item name) and the value (item value) in association with each other (step S25).

[0096] Returning to FIG. 13, the chatbot service server 11 identifies a card corresponding to the object (step S11), and returns to step S4 (step S12).

[0097] On the other hand, if the "system data display" object is included, the chatbot service server 11 acquires a value corresponding to each object ID from the acquisition information stored in the object management table (system data display) 140-3 (step S13).

[0098] Next, the chatbot service server 11 generates text by combining the variable name with text other than the variable name (step S14).

[0099] Finally, the chatbot service server 11 generates a screen for the card to be displayed next (step S15), and responds with screen data for the card to be displayed next to the user terminal 3 (step S16).

[0100] When the user terminal 3 receives the screen data of the card to be displayed next, it updates the user screen (chat screen) (step S17).

[0101] 16 is a diagram showing an example of a chat screen displayed by the chatbot service. In this embodiment, the management screen input / output unit 301 displays a chat screen G3 on the user terminal 3 as shown in FIG.

[0102] The management screen input / output unit 301 displays a card C including question information (e.g., "Please select an item you would like to check") and message information M (e.g., "Order history") input by the user on the chat screen G3. The user can also input message information M by clicking a button displayed in the card C included in the chat screen G3.

[0103] Thus, according to the present embodiment, a display control unit is provided that accepts the setting of identification information for identifying item names when setting objects in scenario information, and when identification information corresponding to an item name obtained from an external system is set, the display control unit changes the item name to the identification information. This provides the effect that, when setting a scenario for a chatbot, identification information for identifying information obtained from an external system can be appropriately set, and the information obtained from the external system can be appropriately handled.

[0104] In this embodiment, when setting objects in scenario information, a display control unit is provided that accepts the setting of identification information for identifying item names, and when identification information corresponding to an item name obtained from an external system is set, the display control unit changes the item name to the identification information. However, this is not limited to this and can be applied to purposes other than setting objects in scenario information.

[0105] In addition, in this embodiment, a "variable name" is used as identification information corresponding to the item name obtained from the external system, but this is not limited to this, and for example, an image that can identify multiple item names may be added.

[0106] In this way, according to the automatic response system 1 of this embodiment, if a specific portion of the registered response information is different from a specific portion of existing response information, the registered response information is made clear by highlighting or the like, enabling the administrator to more efficiently correct the response information and reducing the deviation of the specific portion of the response information to be registered.

[0107] The program executed by the chatbot service server 11 of this embodiment is provided in a state where it is pre-installed in the ROM 22 or the like. The program executed by the chatbot service server 11 of this embodiment may be provided by being recorded in a computer-readable recording medium such as a CD-ROM, a flexible disk (FD), a CD-R, or a digital versatile disk (DVD) in the form of a file in an installable or executable format.

[0108] Furthermore, the program executed by the chatbot service server 11 of this embodiment may be stored on a computer connected to a network such as the Internet and provided by being downloaded via the network. Also, the program executed by the chatbot service server 11 of this embodiment may be provided or distributed via a network such as the Internet.

[0109] The program executed by the chatbot service server 11 in this embodiment has a modular structure including the above-mentioned units (communication unit 101, collaboration judgment unit 102, search unit 103, collaboration unit 104, and registration unit 105), and in terms of actual hardware, the CPU 21 (an example of a processor) reads out the program from the ROM 22 and executes it, thereby loading the above-mentioned units onto the main memory device, and the communication unit 101, collaboration judgment unit 102, search unit 103, collaboration unit 104, and registration unit 105 are generated on the main memory device.

[0110] 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.

[0111] The devices described in the examples merely illustrate one of a number of computing environments for implementing the embodiments disclosed herein. In one embodiment, the chatbot service server 11 includes a number of computing devices, such as a server cluster. The computing devices are configured to communicate with each other via any type of communication link, including a network, shared memory, and the like, and perform the processes disclosed herein. Similarly, the external link server 12 can include a number of computing devices configured to communicate with each other. In addition, each element of the chatbot service server 11 and the external link server 12 may be integrated into one server device or may be separated into multiple devices.

[0112] The chatbot service server 11 is not limited to a PC as long as it is a device equipped with a communication function. The chatbot service server 11 may be, for example, a PJ (Projector), an IWB (Interactive White Board: a white board with an electronic blackboard function capable of mutual communication), an output device such as a digital signage, a HUD (Head Up Display) device, an industrial machine, an imaging device, a sound collecting device, a medical device, a network home appliance, an automobile (Connected Car), a notebook PC (Personal Computer), a mobile phone, a smartphone, a tablet terminal, a game machine, a PDA (Personal Digital Assistant), a digital camera, a wearable PC, a desktop PC, or the like.

[0113] The tables in the specification may be generated by the learning effect of machine learning. Here, machine learning is a technology for making a computer acquire human-like learning capabilities, and refers to a technology in which a computer autonomously generates an algorithm required for judgment such as data identification from learning data previously acquired, and applies this to new data to make predictions. The learning method for machine learning may be any of supervised learning, unsupervised learning, semi-supervised learning, reinforcement learning, and deep learning, or may be a combination of these learning methods. Any learning method for machine learning is acceptable.

[0114] The above-described embodiment is presented as an example, and is not intended to limit the scope of the present invention. This novel embodiment can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the gist of the invention. In addition, the embodiment and modifications of the embodiment are included in the scope and gist of the invention, and are included in the scope of the invention and its equivalents described in the claims. [Explanation of symbols]

[0115] 3 Terminal Equipment 11 Information processing equipment 100 Information Processing Systems 301 Display control unit [Prior art documents] [Patent documents]

[0116] [Patent Document 1] JP 2020-071563 A

Claims

1. An information processing device that provides a chatbot function for automatically responding to a question by sending the question to an external system and providing an item name and an item value obtained as the response information, based on scenario information that associates a scenario with an object that leads to response information from the question information, the information processing device comprising: a display control unit that receives setting of identification information for identifying the item name in setting of the object in the scenario information, When the identification information corresponding to the item name acquired from the external system is set, the display control unit changes the item name to the identification information.

23. An information processing apparatus comprising:

2. The display control unit registers the item value in association with the identification information.

2. The information processing apparatus according to claim 1,

3. The display control unit displays different pieces of identification information related to the same item name on one screen.

2. The information processing apparatus according to claim 1,

4. When information that has already been set as the identification information is input, the display control unit notifies the user that the information has already been set.

2. The information processing apparatus according to claim 1,

5. An information processing system that provides a chatbot function that automatically responds to a terminal device with an item name and an item value obtained by transmitting question information to an external system based on scenario information that associates the scenario with an object that leads to response information from question information, the information processing system comprising: a display control unit that receives setting of identification information for identifying the item name in setting of the object in the scenario information, When the identification information corresponding to the item name acquired from the external system is set, the display control unit changes the item name to the identification information. An information processing system comprising:

6. a computer that controls an information processing device that provides a chatbot function that automatically responds with an item name and an item value obtained by transmitting question information to an external system based on scenario information that associates the scenario with an object that leads to response information from question information, functioning as a display control unit that accepts setting of identification information for identifying the item name in setting of the object in the scenario information; When the identification information corresponding to the item name acquired from the external system is set, the display control unit changes the item name to the identification information. A program characterized by:

7. An information processing method for an information processing device that provides a chatbot function for automatically responding to a question by sending the question to an external system and providing an item name and an item value obtained as the response information, based on scenario information that associates a scenario with an object that leads to response information from question information, comprising: a display control step of receiving, by a display control unit, setting of identification information for identifying the item name in a setting of the object in the scenario information; When the identification information corresponding to the item name acquired from the external system is set, the display control unit changes the item name to the identification information.

23. An information processing method comprising:

Images