Information processing apparatus, information processing method, and information processing program

Abstract

To improve the effectiveness of processing in an online service.SOLUTION: An information processing device according to this application includes a storage unit, a determination unit, and a proposal unit. The storage unit stores information about a prescribed task to be proposed to a service user. The determination unit determines whether there is a prescribed task suitable for a service user in the prescribed task on the basis of user information related to the service user to be a processing object. The proposal unit proposes the execution of the prescribed task to the service user through a chatbot in the case that the determination unit determines that there is the prescribed task suitable for the service user.SELECTED DRAWING: Figure 5

Description

[Technical field]

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

[0002] Conventionally, technologies have been proposed for conducting dialogue with customers based on dialogue scenarios with the aim of eliminating the need for questionnaire surveys and monitor surveys and easily collecting and utilizing market needs (see, for example, Patent Document 1).

[0003] Furthermore, in recent years, services have been provided that enable users to send and receive messages and data in real time in a chat format using their terminal devices (see, for example, Patent Document 2). [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2002-324158 A [Patent Document 2] Patent Publication No. 2022-58711 Summary of the Invention [Problem to be solved by the invention]

[0005] However, the above-mentioned conventional techniques have room for improvement in terms of increasing the effectiveness of processing in online services. For example, there is a demand for efficient collection of information from service users through online services, but the above-mentioned conventional techniques are techniques related to dialogue and are not intended to efficiently collect information, so there is considerable room for improvement.

[0006] The present application has been made in consideration of the above, and has an object to provide an information processing device, an information processing method, and an information processing program that can improve the effectiveness of processing in online services. [Means for solving the problem]

[0007] The information processing device according to the present application is an information processing device that provides an interactive service through a chatbot to a service user who is using service content for utilizing an online service, and has a memory unit, a determination unit, and a suggestion unit. The memory unit stores information related to a predetermined task to be proposed to the service user. The determination unit determines whether or not there is a predetermined task suitable for the service user among the predetermined tasks based on user information related to the service user to be processed. When the determination unit determines that there is a predetermined task suitable for the service user, the suggestion unit suggests to the service user to perform the predetermined task through the chatbot. Effect of the Invention

[0008] According to one aspect of the embodiment, it is possible to improve the effectiveness of processing in online services. [Brief description of the drawings]

[0009] [Figure 1] FIG. 1 is a diagram showing an overview of information processing executed by an information processing device according to an embodiment. [Diagram 2] FIG. 2 is a diagram showing an overview of information processing executed by the information processing device according to the embodiment. [Diagram 3] FIG. 3 is a block diagram illustrating an example of the configuration of the information processing device according to the embodiment. [Figure 4] FIG. 4 is a diagram showing an outline of content information stored in the content information storage unit according to the embodiment. [Diagram 5] FIG. 5 is a block diagram illustrating an example of the configuration of the information processing device according to the embodiment. [Figure 6] FIG. 6 is a diagram illustrating an outline of task information stored in the task information storage unit according to the embodiment. [Figure 7]FIG. 7 is a diagram illustrating an overview of user information stored in a user information storage unit according to the embodiment. [Figure 8] FIG. 8 is a flowchart illustrating an example of an information processing procedure executed by the information processing device according to the embodiment. [Figure 9] FIG. 9 is a hardware configuration diagram showing an example of a computer that realizes the functions of the information processing device according to the embodiment or each of the modified examples. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0010] Hereinafter, the information processing device, information processing method, and information processing program according to the present application will be described in detail with reference to the drawings. Note that the information processing device, information processing method, and information processing program according to the present application are not limited to these embodiments. In addition, the embodiments can be appropriately combined as long as the processing contents are not contradictory. In addition, the same parts in the following embodiments are given the same reference numerals, and duplicated explanations will be omitted.

[0011] (Embodiment) [1. System configuration according to the embodiment] An overview of information processing executed by an information processing device 100, which is an example of an information processing device according to the present application, will be described below with reference to Fig. 1 and Fig. 2. Fig. 1 and Fig. 2 show an overview of information processing executed by the information processing device 100 according to the embodiment.

[0012] First, before describing an overview of information processing executed by the information processing device 100 according to the embodiment, a configuration example of an information processing system SYS including the information processing device 100 according to the embodiment will be described with reference to FIG.

[0013] As shown in FIG. 1, the information processing system SYS has a user terminal 10 and an information processing device 100. The user terminal 10 and the information processing device 100 are connected to a network such as the Internet (for example, network N shown in FIG. 5) by wire or wirelessly. The user terminal 10 and the information processing device 100 can communicate with each other through the network. Note that the configuration of the information processing system SYS shown in FIG. 1 is an example, and it may include more user terminals 10 than the example shown in FIG. 1, or may include other information processing devices different from the information processing device 100.

[0014] The user terminal 10 is an information processing terminal used by a service user U who is a service user of various online services provided by the information processing device 100. For example, the user terminal 10 can be realized by a smartphone, a desktop PC (Personal Computer), a notebook PC, a tablet terminal, a mobile phone, a PDA (Personal Digital Assistant), or the like.

[0015] In addition, the user terminal 10 has communication functions for performing wireless communication networks such as LTE (Long Term Evolution), 4G (4th Generation: fourth generation mobile communication system), and 5G (5th Generation: fifth generation mobile communication system), as well as short-range wireless communication such as Bluetooth (registered trademark) and wireless LAN (Local Area Network), and can connect to a network using these communication functions.

[0016] Furthermore, the user terminal 10 can display, for example, web content provided by the information processing device 100 using a web browser or an application. When the user terminal 10 receives control information for realizing information display processing from the information processing device 100 or the like, the user terminal 10 realizes the display processing according to the control information.

[0017] The service user U can use service content such as websites and web content of various online services displayed by a web browser by operating the user terminal 10. In addition, the service user U can download a dedicated application program (hereinafter referred to as a "dedicated app") for using various online services from the information processing device 100 and install it on the user terminal 10. In this case, the service user U can use service content of various online services configured for the dedicated app by operating the dedicated app.

[0018] The information processing device 100 is an information processing device that provides various online services to each service user and executes information processing according to the embodiment. In addition, the information processing device 100 provides an interactive service through a chatbot to the service user in conjunction with the provision of various online services. The information processing device 100 is typically a server device, but may be realized by a mainframe, a workstation, or the like. In addition, when the information processing device 100 is realized by a server device, it may be realized by a single server device, or may be realized by a cloud system in which multiple server devices and multiple storage devices operate in cooperation with each other.

[0019] The various online services provided by the information processing device 100 may include Internet connection, search services, SNS (Social Networking Service), electronic commerce services, electronic payment services, online games, online banking services, online trading services, hotel reservation services, ticket reservation services, video distribution services, music distribution services, news distribution services, map information services, route search services, route guidance services, line information services, operation information services, weather information services, etc. The various online services may include API (Application Programming Interface) services corresponding to various applications.

[0020] When providing various online services, the information processing device 100 creates a user account including a user ID, which is user identification information for identifying each service user (for example, service user U shown in FIG. 1). The user ID included in this user account is set arbitrarily by the service user (for example, service user U) when registering to use the online service, or is assigned individually by the information processing device 100. The information processing device 100 records user information related to the service user, such as a service usage history, which is a usage history of the online service, in association with the user account of each service user, and manages the recorded user information for each service user. In addition, the information processing device 100 can distribute a dedicated application for using various online services in response to a request from the service user.

[0021] [2. Information Processing According to the Embodiment] (2-1. Task proposal processing) An overview of information processing executed by the information processing device 100 according to the embodiment will be described below with reference to Fig. 1. Fig. 1 shows an overview of processing in which the information processing device 100 proposes a predetermined task to a service user U through a chatbot in an information processing system SYS.

[0022] In an online service, a dialogue service through a chatbot may be provided to a service user (for example, service user U shown in FIG. 1) who is using the online service. In this case, the dialogue service may suggest to the service user to perform a predetermined task, such as answering a questionnaire.

[0023] However, whether or not to interact with a chatbot is left to the discretion of the service user, and there may be service users who do not wish to interact with a chatbot. In addition, while conversational communication with a chatbot has the potential to encourage spontaneous actions such as speaking by the service user, there is a possibility that the service user's interest in communicating with a chatbot may gradually wane. Thus, even for service users who have a low psychological threshold for communicating with a chatbot, when a specific task is proposed to the service user, it is necessary to devise a way to increase the possibility that the specific task will be performed.

[0024] In view of such circumstances, when it is determined that a predetermined task is suitable for a service user, the information processing device 100 according to the embodiment proposes to the service user to execute the predetermined task through a chatbot. In this way, the information processing device 100 aims to improve the effectiveness of processing in online services.

[0025] 1 illustrates an overview of information processing when the online service used by the service user is a hotel reservation service, but the information processing according to the embodiment can be similarly applied to services other than the hotel reservation service. In the following description, the user terminal 10 may be referred to as the service user U. In other words, the service user U can be read as the user terminal 10.

[0026] As shown in Fig. 1, the information processing device 100 provides an interactive service through a chatbot CB to a service user U who is using service content CT (step S01). For example, the information processing device 100 displays, on the user terminal 10, an interactive screen for displaying the contents of an interaction with the chatbot CB together with the service content CT. The information processing device 100 can realize an interactive service by an interactive process in which the chatbot CB automatically interacts with the service user U through text or voice. The interactive process may include a process for the chatbot CB to have a non-task-oriented interaction such as casual conversation or trivial conversation with the service user U, and a process for the chatbot CB to have a task-oriented interaction in which the chatbot CB performs a task related to an online service on behalf of the service user U in response to a request from the service user U.

[0027] In addition, the service user U provides the information processing device 100 with behavioral information in the service content as the service user U uses the content (step S02). For example, the user terminal 10 transmits to the information processing device 100 behavioral information such as operation information on operations performed by the service user U in the service content and response information to the chatbot CB. For example, in the case of a hotel reservation service, the operation information is assumed to be information on accommodations searched for by the service user U and information on accommodations viewed by the service user U. The response information includes, for example, information indicating the content of a response to the chatbot CB generated by the service user U's voice input or text input.

[0028] The information processing device 100 determines whether or not there is a predetermined task suitable for the service user U based on the user information related to the service user U (step S03). Here, the predetermined task may include, for example, a questionnaire related to the content for the service, posting of a review, and a task ordered as crowdsourcing. The information processing device 100 can acquire content related to the task ordered as crowdsourcing as the predetermined task from a providing server (an example of an "external device") that provides a service related to crowdsourcing. For example, the information processing device 100 can sequentially acquire content related to the task suitable for the user information such as the attributes and service usage history of the service user U from the above-mentioned providing server among the tasks ordered as crowdsourcing, and propose the execution of the predetermined task to the service user U based on the acquired content.

[0029] For example, the information processing device 100 determines whether or not the service user U to be processed (currently using the service content) corresponds to a target person associated with a predetermined task, based on attribute information indicating the attributes of the service user U. As a specific example, when the predetermined task is a questionnaire, the information processing device 100 determines whether or not the demographic attributes of the service user U, such as age and gender, satisfy the target person conditions set in advance as a questionnaire target. This enables the information processing device 100 to realize task suggestions corresponding to the attributes of the service user U.

[0030] For example, the information processing device 100 determines whether or not the service user corresponds to a target person associated with a predetermined task based on the service usage history linked to the service user. As a specific example, when the predetermined task is a questionnaire about a hotel reservation service, the information processing device 100 determines whether or not the service usage history such as the accommodation history of the service user U satisfies the target person conditions such as the number of stays and the time of stay that are preset as the survey target. In this way, the information processing device 100 can realize task suggestions corresponding to the service usage status of the service user U.

[0031] When proposing a predetermined task, the information processing device 100 may sequentially acquire content related to the work ordered as crowdsourcing from a provision server (an example of an "external device") that provides a service related to crowdsourcing. For example, when proposing a predetermined task, the information processing device 100 acquires content related to the work that matches user information such as attributes and service usage history of the service user U to be processed from the provision server among the work ordered as crowdsourcing, and proposes the execution of the predetermined task to the service user U based on the acquired content.

[0032] Furthermore, the information processing device 100 may estimate whether the service user U to be processed is in a situation where a predetermined task can be expected to be performed based on the duration of stay in the service content, the content of the conversation with the chatbot CB, or the number of points available for use in the online service. This allows the information processing device 100 to increase the possibility that the service user U will perform the task.

[0033] For example, when the time spent by the service user U in the service content exceeds a predetermined threshold, the information processing device 100 estimates that the service user U can be expected to perform a predetermined task. In other words, when the service user U stays in the service content for a certain period of time, the information processing device 100 estimates that the service user U has enough time to perform the predetermined task.

[0034] Also, for example, the information processing device 100 calculates a score indicating the relevance between the wording included in the service user U's response and the service content being used from the content of the service user U's response in the conversation with the chatbot CB, and if the calculated score is less than a predetermined threshold, it determines that the service user U is in a situation where he or she can be expected to perform a predetermined task. That is, if the information processing device 100 can determine from the content of the service user U's response that the service user U is enjoying chatting with the chatbot CB, it estimates that the service user U has enough time to perform a predetermined task. Note that the information processing device 100 may perform scoring based on a list of wording related to the service content by setting in advance for each service content, or may perform scoring using a trained model that has learned the characteristics of the relevance between the service content and wording by machine learning.

[0035] Furthermore, for example, when the number of points available for use in an online service is less than a predetermined threshold, the information processing device 100 determines that the service user U is in a situation where he or she can be expected to perform a predetermined task. In other words, when the number of points available to the service user U is small, the information processing device 100 estimates that there is a possibility that the service user U will desire to perform a predetermined task.

[0036] Furthermore, when the information processing device 100 determines in step S03 that there is a predetermined task suitable for the service user U, it proposes the execution of the predetermined task to the service user U through the chatbot CB (step S04). For example, in the example shown in FIG. 1, an image G corresponding to the chatbot CB, information H-1 indicating the contents of the utterance of the chatbot CB, information H-2 indicating the contents of the response of the service user U, information T1-1 indicating the predetermined task, and objects OB1-1 and OB1-2 corresponding to the predetermined task are displayed on the dialogue screen of the chatbot CB displayed on the user terminal 10. As shown in FIG. 1, the information processing device 100 starts a dialogue with the service user U in a natural flow and proposes the execution of an answer to a questionnaire as the predetermined task. Here, the information processing device 100 can select, for example, a questionnaire about travel in general or travel goods related to the accommodation reservation service currently being used by the service user U as the predetermined task, and propose an answer to the selected questionnaire. Furthermore, when an operation of the service user U on the object OB1-1 is detected, the information processing device 100 starts processing related to the predetermined task. On the other hand, when an operation by the service user U on the object OB1-2 is detected, the information processing device 100, for example, minimizes the dialogue screen and displays the service content CT of the accommodation reservation service being used by the service user U in the foreground.

[0037] In this way, the information processing device 100 according to the embodiment can increase the possibility that the service user U will execute the predetermined task by proposing a predetermined task suitable for the service user U at a timing when the execution of the predetermined task can be expected during the flow of the dialogue with the chatbot CB. In this way, the information processing device 100 according to the embodiment can improve the effectiveness of processing in online services.

[0038] Furthermore, when suggesting the execution of a predetermined task, the information processing device 100 may also present information about rewards that the service user U can obtain by performing the predetermined task. For example, when suggesting a questionnaire about a hotel reservation service, the information processing device 100 may present information about rewards that the service user U can obtain by answering the questionnaire to the service user U through the chatbot CB. This enables the information processing device 100 to arouse the service user U's interest in the predetermined task.

[0039] In addition, when suggesting the execution of a predetermined task, the information processing device 100 may also present information on a predetermined task that can earn a reward equivalent to the difference between the number of points required to receive a trading object that the service user U is interested in and the number of points held by the service user U. For example, when the number of points required to stay at a lodging facility registered in a favorite in a lodging reservation service is 5000 points and the number of points held by the service user U is 3000 points, the information processing device 100 may also present information on a predetermined task that can earn 2000 points. Note that the information processing device 100 may also suggest the execution of a predetermined task that is necessary to earn a reward equivalent to the difference between the number of points required to receive a trading object that the service user U is interested in and the number of points held by the service user U. This allows the information processing device 100 to increase the possibility of further stimulating the interest of the service user U in the predetermined task.

[0040] The information processing device 100 may also manage the balance of electronic money (hereinafter referred to as "money balance") associated with the service user U. For example, when points can be used at a rate of 1 point, the information processing device 100 adds up the balance of electronic money and the number of points held by the service user U, and compares the total amount with the amount required to receive a transaction object in which the service user U is interested. The information processing device 100 may then calculate the difference between the total amount of the money balance and the number of points and the amount required to receive a transaction object in which the service user U is interested, and present information on a predetermined task that can earn a reward equivalent to the calculated difference. As a specific example, when the selling price of a product registered in a shopping cart linked to the service user U in an electronic commerce service is "1000 yen", the money balance linked to the service user U is "500 yen", and the number of points held by the service user U is "300 points (equivalent to 300 yen)", the information processing device 100 can present to the service user U, through the chatbot CB, information on a predetermined task for which points equivalent to the difference of 200 yen can be acquired. In this way, the information processing device 100 can improve the usability of the online service by increasing the degree of freedom in payment in the online service, while increasing the possibility of further stimulating the interest of the service user U in the predetermined task.

[0041] (2-2. Task display example) 2 to 4, a display example of a predetermined task proposed to a service user U by the information processing device 100 according to the embodiment will be described below. FIG. 2 to FIG. 4 are diagrams showing a display example of a predetermined task proposed to a service user U by the information processing device 100 according to the embodiment.

[0042] Fig. 2 shows an example of a task display when the predetermined task is posting a review. For example, in the example shown in Fig. 2, an image G corresponding to the chatbot CB, information H-1 indicating the content of the utterance of the chatbot CB, information H-2 indicating the content of the response of the service user U, information T1-2 indicating the predetermined task, and objects OB2-1 and OB2-2 corresponding to the predetermined task are displayed on the dialogue screen of the chatbot CB displayed on the user terminal 10.

[0043] 2, the information processing device 100 starts a dialogue with the service user U in a natural flow and suggests that the service user U execute a review posting as a predetermined task. When the information processing device 100 detects an operation of the service user U on the object OB2-1, the information processing device 100 starts processing of the predetermined task corresponding to the information T1-2. On the other hand, when the information processing device 100 detects an operation of the service user U on the object OB2-2, for example, the information processing device 100 minimizes the dialogue screen and displays the service content CT of the accommodation reservation service being used by the service user U in the foreground.

[0044] Fig. 3 shows an example of a task display when a predetermined task is a job ordered as crowdsourcing. For example, in the example shown in Fig. 3, an image G corresponding to the chatbot CB, information H-1 indicating the contents of the utterance of the chatbot CB, information H-2 indicating the contents of the response of the service user U, information T1-3 indicating the predetermined task, and objects OB3-1 and OB3-2 corresponding to the predetermined task are displayed on the dialogue screen of the chatbot CB displayed on the user terminal 10.

[0045] As shown in FIG. 3, the information processing device 100 starts a dialogue with the service user U in a natural flow and proposes the execution of a task ordered as crowdsourcing as a predetermined task. When the information processing device 100 detects an operation of the service user U on the object OB3-1, the information processing device 100 displays icon images corresponding to each of the tasks J1-1 to J1-4 ordered as crowdsourcing on the dialogue screen of the chatbot CB. In this case, when the information processing device 100 detects an operation of the service user U on the icon image corresponding to the task J, it executes a process related to the task J corresponding to the icon image on which the operation was detected. On the other hand, when the information processing device 100 detects an operation of the service user U on the object OB3-2, for example, it minimizes the dialogue screen and displays the service content CT of the accommodation reservation service being used by the service user U in the foreground.

[0046] Fig. 4 shows a display example in which information on a reward that the service user U can obtain is also presented when suggesting the execution of a predetermined task. For example, in the example shown in Fig. 4, an image G corresponding to the chatbot CB, information H-1 indicating the content of the utterance of the chatbot CB, information H-2 indicating the content of the response of the service user U, information T1-4 indicating the predetermined task, and objects OB4-1 and OB4-2 corresponding to the predetermined task are displayed on the dialogue screen of the chatbot CB displayed on the user terminal 10. In addition, the information T1-4 indicating the predetermined task includes information indicating a reward that the service user U can obtain by executing the predetermined task.

[0047] As shown in Fig. 4, the information processing device 100 starts a dialogue with the service user U in a natural flow and proposes the execution of a task ordered as crowdsourcing as a predetermined task. The information processing device 100 also presents information on rewards that the service user U can obtain by executing the predetermined task. When the information processing device 100 detects an operation of the service user U on an object OB4-1, it executes a process related to the predetermined task corresponding to information T1-4. On the other hand, when the information processing device 100 detects an operation of the service user U on an object OB4-2, it minimizes the dialogue screen, for example, and displays the service content CT of the accommodation reservation service being used by the service user U in the foreground.

[0048] Furthermore, when the information processing device 100 estimates that the service user U is in a situation where the service user U can be expected to perform a predetermined task, the information processing device 100 may change the display mode of the image G (see, for example, FIGS. 1 to 4) corresponding to the chatbot. For example, the information processing device 100 may change the display color or display size of the image G of the chatbot CB, or add a visual effect such that the image G of the chatbot CB is shaking. When the information processing device 100 detects an operation of the service user U on the image G corresponding to the chatbot CB, the information processing device 100 may suggest the service user U to perform a predetermined task.

[0049] [3. Configuration of the information processing device according to the embodiment] An example of the configuration of the information processing device 100 according to the embodiment will be described with reference to Fig. 5. Fig. 5 shows an example of the configuration of the information processing device 100 according to the embodiment. As shown in Fig. 5, the information processing device 100 has a communication unit 110, a storage unit 120, and a control unit 130.

[0050] (Regarding communication unit 110) The communication unit 110 is realized by, for example, a network interface card (NIC). The communication unit 110 is connected to a network N by wire or wirelessly. The information processing device 100 transmits and receives information to and from other devices such as a user terminal 10 via the network N.

[0051] (Regarding the storage unit 120) The storage unit 120 stores, for example, programs and data used for control and calculation by the control unit 130. For example, the storage unit 120 is realized by a semiconductor memory element such as a random access memory (RAM) or a flash memory, or a storage device such as a hard disk or an optical disk. For example, the storage unit 120 has a task information storage unit 121 and a user information storage unit 122. Note that the storage unit 120 is not limited to the example shown in FIG. 5, and may store information related to service content of an online service.

[0052] (Task information storage unit 121) The task information storage unit 121 stores task information related to a predetermined task. Fig. 6 shows an overview of the task information stored in the task information storage unit 121 according to the embodiment.

[0053] 6, the task information stored in the task information storage unit 121 has a number of items such as a "task ID" item, a "task information" item, a "reward" item, etc. These items in the task information are associated with each other.

[0054] The "task ID" field stores unique identification information assigned to each specific task. The "task information" field stores information related to the specific task. For example, the specific task may include a survey related to the content for the service, a review post, or work ordered as crowdsourcing. The information related to the specific task may include, for example, content for displaying the specific task on the user terminal 10, and a URL (Uniform Resource Locator) where this content is managed.

[0055] The "target condition" field stores information indicating conditions related to the service user targeted by the specified task. For example, conditions based on the attributes of the service user designated as the target (e.g., a man in his 30s) and conditions based on the service user's service usage history (e.g., the most recent usage record of the specified service) are assumed. The "reward" field stores information indicating reward to be given to the service user in response to the execution of the specified task.

[0056] (User information storage unit 122) The user information storage unit 122 stores user information related to a service user who is a user of an online service. Fig. 7 shows an overview of the user information stored in the user information storage unit 122 according to the embodiment.

[0057] 7, the user information stored in the user information storage unit 122 has a number of items such as a "user ID" item, an "attribute information" item, a "service usage history" item, an "acquired number of points" item, etc. These items in the user information are associated with each other.

[0058] The "User ID" field stores user identification information for online services that is individually assigned to service users when they register to use the online service. The "Attribute Information" field stores attribute information indicating the attributes of the service user. The "Service Usage History" field stores information regarding the service user's usage history of the online service. The "Number of Points Owned" field stores information indicating the number of points the service user has available for use in the online service.

[0059] (Regarding the control unit 130) The control unit 130 is realized by a CPU (Central Processing Unit), an MPU (Micro Processing Unit), or the like executing various programs stored in a storage device inside the information processing device 100 using a RAM as a working area. The control unit 130 is also realized by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

[0060] The control unit 130 shown in Fig. 5 has a determination unit 131, an estimation unit 132, a proposal unit 133, and a change unit 134, and these units realize or execute the functions and actions of the information processing described below. The control unit 130 may have a plurality of internal configurations divided into processing units that realize or execute the functions and actions of the information processing described below. The control unit 130 is not limited to the configuration shown in Fig. 5, and may have other configurations as long as they perform the information processing described below, and may have other functional units other than those shown in Fig. 5.

[0061] (Judgment unit 131) The determination unit 131 determines whether or not there is a predetermined task suitable for a service user to be processed (for example, service user U shown in FIG. 1) among the predetermined tasks, based on user information related to the service user to be processed.

[0062] For example, the determination unit 131 determines whether or not the service user corresponds to a target person associated with a predetermined task based on attribute information indicating the attributes of the service user. Also, for example, the determination unit 131 determines whether or not the service user corresponds to a target person associated with a predetermined task based on a service usage history linked to the service user.

[0063] Also, for example, when the estimation unit 132 described later estimates that the service user is in a situation in which the service user can be expected to perform a specified task, the judgment unit 131 may determine whether or not there is a specified task that is suitable for the service user.

[0064] (Estimation part 132) The estimation unit 132 estimates whether the service user being processed is in a situation where he or she can be expected to perform a specified task based on the time spent in the service content, the content of the conversation with a chatbot (for example, the chatbot CB shown in FIG. 1), or the number of points available for use in online services.

[0065] (Proposal Department 133) When the determining unit 131 determines that there is a predetermined task suitable for the service user, the suggesting unit 133 suggests to the service user to execute the predetermined task through a chatbot (for example, the chatbot CB shown in FIG. 1).

[0066] Furthermore, when proposing the execution of a predetermined task, the suggestion unit 133 may also present information about a reward that the service user can obtain by executing the predetermined task.

[0067] In addition, when suggesting the execution of a specified task, the suggestion unit 133 may also present information regarding the specified task that can earn a reward equivalent to the difference between the number of points required to receive a trading object in which the service user is interested and the number of points held by the service user.

[0068] In addition, when detecting an operation of a service user on an image (for example, image G shown in FIG. 1) corresponding to a chatbot (for example, chatbot CB shown in FIG. 1), the suggestion unit 133 may suggest the execution of a predetermined task.

[0069] Furthermore, when proposing a predetermined task, the suggestion unit 133 may sequentially acquire content related to the work ordered as crowdsourcing from a provision server (an example of an "external device") that provides a service related to crowdsourcing. For example, when proposing a predetermined task, the information processing device 100 acquires content related to the work that matches user information such as attributes and service usage history of the service user U to be processed, among the work ordered as crowdsourcing, from the provision server, and proposes the execution of the predetermined task to the service user U based on the acquired content.

[0070] (Change 134) The modification unit 134 modifies the display mode of an image (for example, image G shown in FIG. 1) corresponding to a chatbot (for example, chatbot CB shown in FIG. 1) when the estimation unit 132 estimates that a service user (for example, service user U shown in FIG. 1) is in a situation where execution of a predetermined task can be expected. For example, the modification unit 134 can change the display color or display size of the chatbot image, or add a visual effect such that the chatbot image is shaking.

[0071] 4. Processing Procedure According to the Embodiment The information processing procedure executed by the information processing device 100 according to the embodiment will be described below. First, the information processing procedure executed by the information processing device 100 according to the embodiment will be described with reference to Fig. 8. Fig. 8 is a flowchart showing an example of the information processing procedure executed by the information processing device 100 according to the embodiment. The processing procedure shown in Fig. 8 is executed by the control unit 130 of the information processing device 100. The processing procedure shown in Fig. 8 is repeatedly executed while the information processing device 100 is operating.

[0072] As shown in FIG. 8, the determination unit 131 starts an interactive service through a chatbot with a service user who is using an online service (step S101).

[0073] Furthermore, the determination unit 131 acquires user information related to the service user to be processed (step S102).

[0074] The estimation unit 132 estimates whether or not the service user is in a situation where the service user can be expected to execute a predetermined task, based on the user information acquired in step S102 (step S103).

[0075] When the estimation unit 132 estimates that the service user is in a situation where a specified task can be expected to be performed (step S103; Yes), the judgment unit 131 judges whether or not there is a specified task that is suitable for the service user (step S104).

[0076] When the determining unit 131 determines that there is a predetermined task suitable for the service user (step S104; Yes), the suggesting unit 133 suggests the execution of the predetermined task through the chatbot (step S105).

[0077] The determination unit 131 determines whether or not the service user has finished using the online service (Step S106).

[0078] When the determining unit 131 determines that the service user has finished using the online service (step S106; Yes), the process procedure shown in FIG. 8 ends.

[0079] On the other hand, when the determining unit 131 determines that the service user has not finished using the online service (step S106; No), the process proceeds to the processing procedure of the above-mentioned step S102.

[0080] In the above-mentioned step S104, if the determination unit 131 determines that there is no predetermined task suitable for the service user (step S104; No), the proposing unit 133 ends the processing procedure shown in FIG.

[0081] In the above-mentioned step S103, if the estimation unit 132 estimates that the service user is not in a situation in which the execution of a predetermined task can be expected (step S103; No), the determination unit 131 ends the processing procedure shown in FIG.

[0082] [5. Modifications] The information processing device, the information processing method, and the information processing program according to the present application may be embodied in various different forms other than the above-described embodiment. Modifications of the above-described embodiment will be described below.

[0083] (5-1. Tasks related to content for the service) In the above embodiment, the information processing device 100, which is an example of the information processing device according to the present application, may propose a predetermined task related to the service content being used (viewed) by the service user. For example, if the service user is using an electronic commerce service, the suggestion unit 133 may propose a task such as a questionnaire about a product being viewed by the service user or posting a review about a product that the service user has purchased. In addition, the suggestion unit 133 may select a predetermined task from among tasks ordered as crowdsourcing, which allows the service user to earn points equivalent to the difference between the number of points required to purchase a product registered in the service user's shopping cart and the number of points held by the service user, and propose the task to the service user.

[0084] (5-2. User interests) In the above embodiment, the information processing device 100 may collect information indicating the interests of a service user (for example, service user U shown in FIG. 1) from the content of the response of the service user in the dialogue service through the chatbot, and manage the information for each service user. In this case, the information processing device 100 may use the collected information on the interests of the service user to determine whether or not there is a predetermined task suitable for the service user.

[0085] (5-3. About dialogue patterns) In the above embodiment, the information processing device 100 may execute communication with the service user by using a dialogue pattern prepared in advance. Specifically, the determination unit 131 selects a dialogue pattern from the dialogue patterns prepared in advance according to the content of the service being used by the service user (for example, the content of the service content) and the service usage history, and starts a dialogue service with the service user by using the selected dialogue pattern.

[0086] (5-4. About the continuous display of chatbots) In the above embodiment, the information processing device 100 may continuously display the chatbot displayed together with the content for the service currently being used by the service user even if the online service used by the service user is changed.

[0087] [6. Effects] The information processing device 100 according to the embodiment includes a storage unit 120, a determination unit 131, and a suggestion unit 133. The storage unit 120 stores information related to a predetermined task to be proposed to a service user. The determination unit 131 determines whether or not there is a predetermined task suitable for the service user among the predetermined tasks, based on user information related to the service user to be processed. When the determination unit 131 determines that there is a predetermined task suitable for the service user, the suggestion unit 133 suggests to the service user to perform the predetermined task through a chatbot.

[0088] Furthermore, the determination unit 131 determines whether or not the service user corresponds to a target person associated with a predetermined task, based on attribute information indicating the attributes of the service user.

[0089] Furthermore, the determination unit 131 determines whether or not the service user corresponds to a target person associated with a predetermined task, based on the service usage history linked to the service user.

[0090] The information processing device 100 further includes an estimation unit 132. The estimation unit 132 estimates whether or not the service user to be processed is in a situation where the service user can be expected to perform a predetermined task, based on the duration of stay in the service content, the content of the conversation with the chatbot, or the number of points held in the online service. When the estimation unit 132 estimates that the service user is in a situation where the service user can be expected to perform a predetermined task, the determination unit 131 determines whether or not there is a predetermined task suitable for the service user.

[0091] In addition, when proposing the execution of a predetermined task, the suggestion unit 133 also presents information about a reward that the service user can obtain by executing the predetermined task.

[0092] In addition, when suggesting the execution of a specified task, the suggestion unit 133 also presents information regarding the specified task that can earn a reward equivalent to the difference between the number of points required to receive a trading object in which the service user is interested and the number of points held by the service user.

[0093] The information processing device 100 further includes a change unit 134. When the determination unit 131 determines that there is a predetermined task suitable for the service user, the change unit 134 changes the display mode of the image corresponding to the chatbot. When the suggestion unit 133 detects an operation of the service user on the image corresponding to the chatbot, the suggestion unit 133 suggests the execution of a predetermined task.

[0094] The predetermined tasks also include surveys related to content for the service, posting of reviews, and work ordered as crowdsourcing.

[0095] In addition, when proposing a given task, the proposing unit 133 acquires content related to work that matches the user information from among the work ordered as crowdsourcing, from an external device that provides a service related to crowdsourcing.

[0096] For this reason, the information processing device 100 according to the embodiment can improve the effectiveness of the processing in the online service by the processing executed by each of the above-mentioned units or any combination of the units. For example, the information processing device 100 can increase the possibility that the service user will execute the predetermined task by suggesting a predetermined task suitable for the service user during the flow of the dialogue with the chatbot.

[0097] [7. Hardware configuration] Moreover, the information processing device according to the above-described embodiment and each modified example is realized, for example, by a computer 1000 having a configuration as shown in Fig. 9. Fig. 9 is a hardware configuration diagram showing an example of a computer that realizes the functions of the information processing device according to the embodiment and each modified example.

[0098] The computer 1000 is connected to an output device 1010 and an input device 1020, and has a configuration in which an arithmetic unit 1030, a primary storage device 1040, a secondary storage device 1050, an output IF (Interface) 1060, an input IF 1070, and a network IF 1080 are connected via a bus 1090.

[0099] The arithmetic device 1030 operates based on programs stored in the primary storage device 1040 and the secondary storage device 1050 and programs read from the input device 1020, and executes various processes. The primary storage device 1040 is a memory device, such as a RAM, that temporarily stores data used by the arithmetic device 1030 for various calculations. The secondary storage device 1050 is a storage device in which data used by the arithmetic device 1030 for various calculations and various databases are registered, and is realized by a ROM (Read Only Memory), HDD, flash memory, etc.

[0100] The output IF 1060 is an interface for transmitting information to be output to an output device 1010 that outputs various types of information, such as a monitor or a printer, and is realized by a connector conforming to a standard such as USB (Universal Serial Bus), DVI (Digital Visual Interface), or HDMI (High Definition Multimedia Interface), a registered trademark. The input IF 1070 is an interface for receiving information from various input devices 1020, such as a mouse, keyboard, and scanner, and is realized by a USB, for example.

[0101] The input device 1020 may be a device that reads information from, for example, an optical recording medium such as a CD (Compact Disc), a DVD (Digital Versatile Disc), or a PD (Phase change rewritable Disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), a tape medium, a magnetic recording medium, or a semiconductor memory. The input device 1020 may also be an external storage medium such as a USB memory.

[0102] The network IF 1080 receives data from other devices via the network N and sends it to the arithmetic device 1030, and also transmits data generated by the arithmetic device 1030 to other devices via the network N.

[0103] The arithmetic unit 1030 controls the output device 1010 and the input device 1020 via the output IF 1060 and the input IF 1070. For example, the arithmetic unit 1030 loads a program from the input device 1020 or the secondary storage device 1050 onto the primary storage device 1040 and executes the loaded program.

[0104] For example, when the computer 1000 functions as the information processing device 100 according to the embodiment, the arithmetic device 1030 of the computer 1000 executes a program (e.g., an information processing program) loaded onto the primary storage device 1040, thereby realizing a function similar to that of the control unit 130. That is, the arithmetic device 1030 cooperates with the program (e.g., an information processing program) loaded onto the primary storage device 1040 to realize the processing by the information processing device 100 according to the embodiment.

[0105] [8.Other] Of the processes described in the above embodiments, all or part of the processes described as being performed automatically can be performed manually, or all or part of the processes described as being performed manually can be performed automatically by a known method. In addition, the information including the process procedures, specific names, various data and parameters shown in the above documents and drawings can be changed arbitrarily unless otherwise specified.

[0106] In addition, each component of each device shown in the figure is a functional concept, and does not necessarily have to be physically configured as shown in the figure. In other words, the specific form of distribution and integration of each device is not limited to that shown in the figure, and all or part of them can be functionally or physically distributed and integrated in any unit according to various loads, usage conditions, etc.

[0107] Furthermore, the above-described embodiments can be appropriately combined as long as the processing contents are not contradictory.

[0108] The above describes the embodiments of the present application in detail with reference to several drawings. However, these are merely examples, and the present invention can be embodied in other forms that incorporate various modifications and improvements based on the knowledge of those skilled in the art, including the aspects described in the Disclosure of the Invention section.

[0109] Moreover, the above-mentioned "section, module, unit" can be read as "means" or "circuit", etc. For example, a control section can be read as control means or a control circuit. [Explanation of symbols]

[0110] N Network SYS Information Processing System 10 User terminal 100 Information processing device 110 Communications Department 120 Storage section 121 Task information storage unit 122 User information storage unit 130 Control section 131 Judgment section 132 Estimation Department 133 Proposal Department 134 Changes

Claims

1. An information processing device that provides an interactive service through a chatbot to a service user who is using service content for using an online service, A storage unit that stores information regarding a predetermined task to be proposed to the service user; a determination unit that determines whether or not the predetermined tasks include a predetermined task that is suitable for the service user based on user information related to the service user to be processed; a suggestion unit that, when the determination unit determines that the predetermined task is suitable for the service user, proposes to the service user to execute the predetermined task through the chatbot; 13. An information processing device comprising:

2. The determination unit is Based on attribute information indicating attributes of the service user, it is determined whether the service user corresponds to a target person associated with the predetermined task.

2. The information processing apparatus according to claim 1,

3. The determination unit is Based on a service usage history associated with the service user, it is determined whether the service user corresponds to a target person associated with the predetermined task.

2. The information processing apparatus according to claim 1,

4. an estimation unit that estimates whether the service user to be processed is in a situation in which the execution of the predetermined task can be expected based on the duration of stay in the service content, the content of the conversation with the chatbot, or the number of points held in the online service; and The determination unit is When the estimation unit estimates that the service user is in a situation where the execution of the predetermined task by the service user can be expected, the estimation unit determines whether or not there is a predetermined task that is suitable for the service user.

2. The information processing apparatus according to claim 1,

5. The suggestion unit, When suggesting the execution of the predetermined task, information about a reward that the service user can obtain by executing the predetermined task is also presented.

2. The information processing apparatus according to claim 1,

6. The suggestion unit, When suggesting the execution of the predetermined task, information on the predetermined task for which a reward equivalent to the difference between the number of points required to receive a trading object in which the service user is interested and the number of points held by the service user is also presented.

2. The information processing apparatus according to claim 1,

7. a change unit that changes a display mode of an image corresponding to the chatbot when the determination unit determines that the predetermined task is suitable for the service user; and The suggestion unit, When an operation of the service user on an image corresponding to the chatbot is detected, the service user is prompted to perform the predetermined task.

5. The information processing apparatus according to claim 4.

8. The predetermined task is: This includes surveys related to the content of the service, reviews, and work ordered as crowdsourcing.

2. The information processing apparatus according to claim 1,

9. The suggestion unit, When proposing the predetermined task, content related to work that matches the user information among the work ordered as the crowdsourcing is obtained from an external device that provides a service related to the crowdsourcing.

9. The information processing apparatus according to claim 8,

10. An information processing method executed by a computer for providing an interactive service through a chatbot to a service user who is using service content for an online service, comprising: a determination step of referring to a storage unit that stores information related to a predetermined task proposed to the service user, and determining whether or not the predetermined task is suitable for the service user based on user information related to the service user to be processed; a suggestion step of proposing to the service user, through the chatbot, execution of the predetermined task, when the determination step determines that the predetermined task is suitable for the service user; 13. An information processing method comprising:

11. A computer that provides an interactive service through a chatbot to a service user who is using service content for an online service, a determination step of referring to a storage unit that stores information about a predetermined task to be proposed to the service user, and determining whether or not the predetermined task is suitable for the service user based on user information related to the service user to be processed; a proposal step of proposing to the service user, through the chatbot, execution of the predetermined task, when the determination step determines that the predetermined task is suitable for the service user; An information processing program characterized by causing the program to execute the above steps.

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