Information processing device, information processing method, and program

Abstract

To properly improve the dialogue skills of a target audience by appropriately evaluating the content and manner of the target person's dialogue.SOLUTION: A server 1 acquires a video showing a conversation between a general user UI (target) and a conversation partner C regarding a predetermined case as a dialogue video. The server 1 analyzes the dialogue video to generate a piece of information that includes quantification of one or more elements of the conversation as evaluation support information. The server 1 generates a piece of visualization information VJ that includes the dialogue video and the evaluation support information and provides the same to an evaluator terminal 3.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] Conventionally, sales activities using dialogue (business negotiations) have been commonly carried out, and there are also technologies that support this (for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2002-269335 Summary of the Invention [Problem to be solved by the invention]

[0004] However, with conventional technologies, including the technology described in Patent Document 1, it was difficult to make an appropriate evaluation when a specific case, such as a sales transaction, was carried out through a dialogue (negotiation) between a sales representative (target person) and a customer (interviewee). In other words, in conventional technology, evaluation of the target person did not take into consideration the content or manner of the dialogue, and was limited to evaluation based on sales performance (e.g., closing rate, number of deals) or evaluation from customers (e.g., questionnaires). However, in order to improve the success rate of sales and other business activities, conversation skills (negotiation skills) are also important, and to do so, it is necessary to properly evaluate the content and manner of the target person's conversation (negotiation).However, with conventional technologies, including the technology described in Patent Document 1, it was difficult to make an appropriate evaluation.

[0005] The present invention has been made in consideration of such circumstances, and aims to provide an appropriate evaluation of the content and manner of a subject's dialogue when a specific case, such as a sales transaction, is carried out through a dialogue between the subject and a dialogue partner, thereby appropriately improving the subject's dialogue skills. [Means for solving the problem]

[0006] In order to achieve the above object, an information processing device according to one aspect of the present invention comprises: A dialogue video acquisition means for acquiring a video showing a dialogue between a subject and a dialogue partner regarding a predetermined case as a dialogue video of the predetermined case; an analysis means for analyzing the dialogue video of the predetermined case to generate information including quantified information of one or more elements of the dialogue of the predetermined case as dialogue content analysis information; an evaluation support information generating means for generating, as evaluation support information, information including at least the dialogue content analysis information, which is information that will be of assistance when evaluating the dialogue of the predetermined case or the subject; a visualization means for generating, based on the dialogue video and the dialogue content analysis information for the predetermined case, visualization information that can be visually recognized by a person by being displayed on a predetermined display device, and providing the visualization information to a terminal of an evaluator who performs the evaluation; Equipped with.

[0007] An information processing method and a program according to one aspect of the present invention are respectively a method and a program corresponding to the information processing device according to the above aspect of the present invention. [Effects of the Invention]

[0008] According to the present invention, when a specific case such as a sales transaction is carried out through a dialogue between a subject and a dialogue partner, it is possible to appropriately evaluate the content and manner of the subject's dialogue, and ultimately to appropriately improve the subject's dialogue skills. [Brief explanation of the drawings]

[0009] [Figure 1] FIG. 1 is a conceptual diagram showing an overview of the present service that can be realized by an information processing system including a server according to an embodiment of the information processing device of the present invention. [Figure 2]2 is a diagram showing an example of the configuration of an information processing system that realizes the present service of FIG. 1, that is, an information processing system including a server according to an embodiment of the information processing device of the present invention. FIG. [Figure 3] 3 is a block diagram showing an example of a hardware configuration of a server in the information processing system of FIG. 2. FIG. [Figure 4] FIG. 4 is a functional block diagram showing an example of the functional configuration of the server in FIG. 3. [Figure 5] 10 is a diagram showing an example of visualization information regarding evaluation support information including a dialogue video and dialogue content analysis information. FIG. [Figure 6] FIG. 10 is a diagram showing an example of visualization information about a GUI, which is one piece of evaluation support information. [Figure 7] FIG. 10 is a diagram showing an example of visualization information regarding evaluation support information including dialogue content analysis information. [Figure 8] 8A and 8B are diagrams showing specific examples of the priority and next action display areas in the visualized information in FIG. 7. [Figure 9] FIG. 10 is a diagram showing an example of visualization information regarding evaluation support information including dialogue content analysis information. DETAILED DESCRIPTION OF THE INVENTION

[0010] Hereinafter, an embodiment of the present invention will be described with reference to the drawings.

[0011] FIG. 1 is a conceptual diagram showing an overview of a service (hereinafter referred to as "this service") that can be realized by an information processing system including a server according to an embodiment of the information processing device of the present invention.

[0012] This service is a service that realizes an appropriate evaluation of a conversation or a general user UI by quantifying and visualizing multiple elements of a conversation between a general user UI who conducts sales through a conversation (negotiation) with a conversation partner C who is a customer or a potential customer, and ultimately supports the improvement of the sales negotiation skills of the general user UI.

[0013] Specifically, for example, in this service, the conversation between a general user UI and a conversation partner C regarding a specific sales case is recorded, and the resulting video data (hereinafter referred to as "conversation video") is provided to the server 1.

[0014] In the server 1, the content of the dialogue video is analyzed to obtain information in which multiple elements of the dialogue are quantified. Such information is hereinafter referred to as "dialogue content analysis information." As will be described later, the dialogue content analysis information is presented to an evaluator UH who evaluates the dialogue or general user UI as support for the evaluation. Note that information that supports the evaluation of the dialogue or general user UI is hereinafter referred to as "evaluation support information." The dialogue content analysis information is an example of evaluation support information.

[0015] The "elements of dialogue" that are included in the dialogue content analysis information in a quantified form include, for example, the amount of conversation between the general user UI and the dialogue partner C, and the number of extended questions and closed questions that the general user UI asks the dialogue partner C. Specific examples of these will be described later with reference to FIG. 5. Further, for example, the number of characters spoken per second (dialogue speed) between the general user UI and the dialogue partner C, and a word cloud relating to the entire dialogue are also examples of "dialogue elements." Specific examples of these will be described later with reference to FIG. 7. Furthermore, since it is also possible to analyze whether or not a pre-registered keyword is included in a dialogue, a keyword is also an example of a "dialogue element." Here, "a keyword is included in a dialogue" does not mean that a single word or phrase is included in the dialogue, but also means that a combination of multiple words or phrases is included in the dialogue. Specific examples of keywords, such as dominant keywords and next action keywords, will be described later with reference to Figures 7 and 8.

[0016] In this way, the evaluator UH can view the dialogue video of a specific sales case and use the dialogue content analysis information, in which the elements of the dialogue are quantified, as evaluation support information, to make an appropriate evaluation of the dialogue or general user UI. For example, the evaluator UH can view a video of a conversation and use check boxes to evaluate the "visual, auditory, and conversational content" of the conversation. The evaluator UH or administrator UK can also provide written feedback on the entire conversation or part of it. Feedback can be positive (highly rated) or negative (lowly rated). Check items for such evaluations and fields for inputting feedback are also provided to the evaluator UH etc. as a GUI (Graphical User Interface), and are therefore also examples of evaluation support information. A specific example of such a GUI screen will be described later with reference to FIG.

[0017] In this way, the evaluation of the dialogue for a specific sales case or the general user UI is not only performed by the evaluator UH, etc., but also, in this embodiment, by the server 1 or the provider of this service. Information indicating the results of evaluations performed by not only the evaluators UH etc. but also the server 1 or the provider of this service will be referred to as "evaluation information" hereinafter. The evaluation information may include not only the evaluation results but also dialogue content analysis information as appropriate. A specific example of the evaluation information will be described later with reference to FIG.

[0018] To summarize, when a conversation takes place between a general user UI and a conversation partner C for the kth time (k is any integer value between 1 and n) regarding a specific sales case, a conversation video, evaluation support information, and evaluation information are generated, and information including these is stored on the server 1 as conversation case information TJk. That is, the dialogue case information TJ1 to TJn is stored and managed in the server 1 as history information of the first to nth predetermined cases, respectively.

[0019] When each of the dialogue case information TJ1 to TJn is used by a general user UI, an evaluator UH, and an administrator UK, it is converted into visualization information VJ in the server 1 and provided. Visualized information VJ refers to information that can be viewed by people (in the example of FIG. 1, the general user UI, the evaluator UH, and the administrator UK) by being displayed on a specified display device. Therefore, text information consisting of numbers and letters (sentences), such as the content of the feedback described below, is also an example of visualized information VJ. However, it is preferable that the visualized information VJ includes information whose meaning can be easily understood by people (in the example of FIG. 1, the general user UI, the evaluator UH, and the administrator UK) simply by looking at it, such as timelines and various graphs and charts. A specific example of the visualization information VJ will be described later with reference to FIGS.

[0020] For example, the general user UI can display the visualization information VJ on a terminal 2 (hereinafter referred to as a "general user terminal 2") that the general user UI manages, and can use it in the following ways. That is, when the general user UI is having a conversation with the conversation partner C about the kth predetermined case, the general user UI instructs the general user terminal 2 to record the conversation video, and the conversation video is stored in the server 1. Then, when dialogue case information TJk is generated, which includes evaluation support information and evaluation information for the kth specified case or the evaluation of the general user UI, the general user UI displays the dialogue case information TJk as visualization information VJ on the general user terminal 2, thereby viewing the evaluation, etc. Furthermore, the general user UI displays the dialogue video (accumulated dialogue video archive) in the pth (p is any integer value between 1 and n other than k) dialogue case information TJp and the dialogue video (own dialogue video) in the kth dialogue case information TJk as visualization information VJ on the general user terminal 2. This allows the general user UI to compare the accumulated dialogue video archive with his own dialogue video and learn areas for improvement, etc.

[0021] In summary, the general user UI has the following functions that allow the general user to use this service by operating the general user terminal 2. The general user UI has a function to record his / her own business negotiation (dialogue on a specific case) and save it in the server 1 as a dialogue video. There is a function to view and share your own conversation videos stored on Server 1. There is a function to search and view other people's conversation videos stored on the server 1. There is a function to view detailed evaluations (own evaluation information) of one's own dialogue video stored in the server 1 as shown in FIG. 9, which will be described later. There is a function to reply to feedback on one's own interactive video stored on server 1 (feedback from evaluator UH or administrator UK as part of one's own evaluation information).

[0022] Furthermore, for example, the evaluator UH can display the visualization information VJ on a terminal 3 that he or she manages (hereinafter referred to as "evaluator terminal 3") and use it in the following ways. That is, the evaluator UH views the dialogue video for the kth predetermined case resulting from the dialogue between the general user UI and the dialogue partner C by displaying the dialogue video on the evaluator terminal 3 as visualization information VJ. Then, the evaluator UH displays the evaluation support information for the kth specified case as visualization information VJ on the evaluator terminal 3, and operates the evaluator terminal 3 to check the check items and enter text in the feedback field, thereby evaluating the dialogue or general user UI for the kth specified case. In addition, the evaluator UH can use accumulated dialogue videos and evaluation information (dialogue video archives) about general user UI to design systematic training and develop general user UI skills.

[0023] In summary, the following functions are available for the evaluator UH to use in this service by operating the evaluator terminal 3: There is a function to view and share the interactive videos of the general user UI stored on the server 1. There is a function to search for and view other people's conversation videos stored on the server 1 (from the perspective of the general user UI). There is a function to view detailed evaluations (evaluation information of the general user UI and other users) of the general user UI and other users stored in the server 1, as shown in FIG. 9, which will be described later. There is a function to register feedback and evaluations for the interactive videos of general users stored in the server 1 (a function to input feedback into an input field or check items as part of the evaluation support information). If a reply is received from the general user UI in response to feedback you have registered, there is a function to reply again.

[0024] Furthermore, for example, the administrator UK can display the visualization information VJ on a terminal 4 that he or she manages (hereinafter referred to as the "administrator terminal 4") and use it in the following ways. That is, the administrator UK operates the administrator terminal 4 to manage the account authority of those under his / her control, including the general users UI and the evaluators UH. The administrator UK operates the administrator terminal 4 to register and set "keywords" that are important in this service, and to design and operate the overall policy for operating this service. Specific examples of keywords, such as dominant keywords and next action keywords, will be described later with reference to Figures 7 and 8.

[0025] In summary, the administrator UK can use the service by operating the administrator terminal 4 with the following functions: There is a function to view and share the interactive videos of the general user UI stored on the server 1. There is a function to search for and view other people's conversation videos stored on the server 1 (from the perspective of the general user UI). There is a function to view detailed evaluations (evaluation information of the general user UI and other users) of the general user UI and other users stored in the server 1, as shown in FIG. 9, which will be described later. There is a function to register feedback for the interactive video of a general user stored in the server 1 (a function to input feedback into an input field as part of the evaluation support information). If a reply is received from the general user UI in response to feedback you have registered, there is a function to reply again. There is a function to add or delete accounts. There is a function to register various keywords.

[0026] In this way, according to the service shown in Figure 1, when a specific case such as a sales transaction is carried out through a dialogue (business negotiation) between a general user UI and a dialogue partner C, evaluation support information and evaluation information, which are objective information about the content and manner of the dialogue between the general user UI, are presented to the evaluator UH in the form of easily visible visualization information VJ. This makes it possible to properly evaluate the content and manner of dialogue (business negotiation) of the general user UI, and ultimately to properly improve the dialogue skills (business negotiation skills) of the general user UI.

[0027] Next, the configuration of the information processing system that realizes this service shown in FIG. 1 will be described. FIG. 2 is a diagram showing an example of the configuration of an information processing system that realizes the present service of FIG. 1, that is, an information processing system including a server according to an embodiment of the information processing device of the present invention.

[0028] The information processing system shown in FIG. 2 is configured to include a server 1, a general user terminal 2, an evaluator terminal 3, and an administrator terminal 4. The server 1, the general user terminal 2, the evaluator terminal 3, and the administrator terminal 4 are connected to one another via a predetermined network such as the Internet.

[0029] The server 1 is an information processing device managed by the provider of this service (not shown in FIG. 1) in Fig. 1. The server 1 executes various processes to realize this service while communicating appropriately with the general user terminal 2, the evaluator terminal 3, and the administrator terminal 4.

[0030] The general user terminal 2 is an information processing device operated by a general user UI. The evaluator terminal 3 is an information processing device operated by the evaluator UH. The administrator terminal 4 is an information processing device operated by the administrator UK. Each of the general user terminal 2, evaluator terminal 3, and administrator terminal 4 is composed of, for example, a personal computer, smartphone, tablet, etc., and displays the visualization information VJ provided from the server 1 via a network such as the Internet, and information entered into a GUI screen (for example, the GUI screen in Figure 6 described below) from the visualization information VJ is provided to the server 1 via the network.

[0031] FIG. 3 is a block diagram showing an example of a hardware configuration of a server in the information processing system of FIG.

[0032] The server 1 includes a CPU (Central Processing Unit) 11, a ROM (Read Only Memory) 12, a RAM (Random Access Memory) 13, a bus 14, an input / output interface 15, an input unit 16, an output unit 17, a memory unit 18, a communication unit 19, and a drive 20.

[0033] The CPU 11 executes various processes according to a program recorded in the ROM 12 or a program loaded from the storage unit 18 into the RAM 13 . The RAM 13 also stores data and the like necessary for the CPU 11 to execute various processes.

[0034] The CPU 11, ROM 12, and RAM 13 are connected to one another via a bus 14. An input / output interface 15 is also connected to this bus 14. An input unit 16, an output unit 17, a storage unit 18, a communication unit 19, and a drive 20 are connected to the input / output interface 15.

[0035] The input unit 16 is composed of various hardware buttons and the like, and inputs various information in response to instructions and operations by the operator. The output unit 17 is configured with a display such as a liquid crystal display, and displays various images.

[0036] The storage unit 18 is configured with a DRAM (Dynamic Random Access Memory) or the like, and stores various data. The communication unit 19 controls communication with other devices (the general user terminal 2, the evaluator terminal 3, and the manager terminal 4) via a network N including the Internet.

[0037] The drive 20 is provided as needed. Removable media 31, such as a magnetic disk, optical disk, magneto-optical disk, or semiconductor memory, is appropriately attached to the drive 20. Programs read from the removable media 31 by the drive 20 are installed in the storage unit 18 as needed. The removable media 31 can also store various data stored in the storage unit 18 in the same way as the storage unit 18.

[0038] Although not shown, the general user terminal 2, the evaluator terminal 3, and the administrator terminal 4 in the information processing system of FIG. 2 also have the hardware configuration shown in FIG.

[0039] 1, various processes can be executed on the server 1. As a result, the service provider (not shown) can provide the above-described service to the general user UI, the evaluator UH, and the administrator UK.

[0040] FIG. 4 is a functional block diagram illustrating an example of the functional configuration of the server of FIG.

[0041] As shown in FIG. 4, the CPU 11 of the server 1 functions as a recording control unit 51, an interactive video acquisition unit 52, an analysis unit 53, an evaluation support information generation unit 54, an evaluation feedback reception unit 55, an evaluation unit 56, an evaluation information generation unit 57, a case information generation unit 58, a visualization unit 59, and a keyword registration unit 60.

[0042] The recording control unit 51 controls the general user terminal 2 to record the state of the conversation between the general user UI and the conversation partner C regarding a predetermined sales case. As a result, a video showing the state of the conversation between the general user UI and the conversation partner C regarding the predetermined case is transmitted from the general user terminal 2 to the server 1 as a conversation video of the predetermined case. The dialogue video acquisition unit 52 acquires a dialogue video of a predetermined case.

[0043] The analysis unit 53 analyzes the dialogue video of a predetermined case to generate dialogue content analysis information including information obtained by quantifying one or more elements of the dialogue of the predetermined case. Specific examples of the dialogue content analysis information will be described with reference to FIGS. 5, 7, and 8.

[0044] The evaluation support information generating unit 54 generates, as evaluation support information, information that supports the evaluation of the dialogue of the predetermined case or the general user UI, including dialogue content analysis information of the predetermined case.

[0045] For example, the evaluation support information generation unit 54 generates, as one piece of evaluation support information, a GUI for receiving an evaluation input operation by the evaluator UH, etc. Here, the evaluation input operation is not particularly limited, but in this embodiment, as shown in Fig. 6 described later, there are input operations such as an input operation for evaluating "sight, hearing, and conversation content" of the dialogue using check items, and an operation for inputting text as feedback on all or part of the dialogue. The dialogue content analysis information of the predetermined case and the evaluation support information including the GUI are converted into visualization information VJ by a visualization unit 59 described later and provided to the terminal 3 for assessing the user. The evaluator UH visually checks the visualization information VJ (for example, the screens shown in Figures 5 to 8 described below) displayed on the browser of the evaluator terminal 3, and uses the GUI to input an evaluation including feedback on the dialogue for a specific case. The operation of inputting feedback may be performed by the administrator UK at the administrator terminal 4 as appropriate. The evaluation feedback receiving unit 55 receives an evaluation including feedback on a predetermined case input by such an evaluator UH (or manager UK, if necessary).

[0046] The evaluation unit 56 autonomously evaluates the dialogue of a predetermined case based on the dialogue content analysis information of the predetermined case.

[0047] The evaluation information generation unit 57 generates evaluation information based on the evaluation output from the evaluation unit 56 and the evaluation including feedback from the evaluator UH (or manager UK, if necessary) received by the evaluation feedback receiving unit 55.

[0048] The case information generating unit 58 stores the dialogue video, the evaluation support information, and the evaluation information for a predetermined case in the storage unit 18 of FIG. 3 as case information for the predetermined case.

[0049] In this way, case information for each of a plurality of cases is accumulated in the storage unit 18.

[0050] When a predetermined terminal (hereinafter referred to as an "access terminal") among the general user terminal 2, the evaluator terminal 3, and the administrator terminal 4 accesses the visualization unit 59, the visualization unit 59 extracts one or more pieces of information for one or more cases requested by the access terminal from the case information of each of the multiple cases, and converts the extracted one or more pieces of information into visualization information VJ. The visualization information VJ is presented to the access terminal.

[0051] The keyword registration unit 60 registers keywords that are to be analyzed by the analysis unit 53 and that are designated by an operation on the administrator terminal 4 by the administrator UK. That is, when analyzing the dialogue video of a specified case, the analysis unit 53 analyzes whether or not the keyword registered by the keyword registration unit 60 exists in the dialogue of the specified case, and if so, how many times the keyword has appeared. The analysis results of the analysis unit 53 on the keywords, such as the number of times the keywords appear, are also included in the dialogue content analysis information (evaluation support information). Details of these will be described later with reference to FIGS.

[0052] Further, specific examples of interactive videos, evaluation support information, and visualization information VJ of evaluation information will be described below with reference to FIGS.

[0053] FIG. 5 shows an example of visualized information about evaluation support information including a dialogue video and dialogue content analysis information. The visualization information VJ in FIG. 5 includes a playback area 61, a dialogue content analysis information presentation area 62, an in-conversation search area 63, and a feedback presentation area 64.

[0054] The playback area 61 is an area where a video showing a conversation between a general user UI and a conversation partner C about a specific sales case, that is, a conversation video, is played.

[0055] The dialogue content analysis information presentation area 62 includes a phase timeline 621, a general user timeline 622, a dialogue partner timeline 623, a silent time timeline 624, and a self-questioning timeline 625 as timelines that visualize the dialogue content in the time direction (hereinafter referred to as "dialogue timelines").

[0056] The phase timeline 621 is a timeline that indicates, when the content of a dialogue for a given case is divided into a plurality of phases, the proportion of each of the plurality of phases included in each time period. That is, the analysis unit 53 (Figure 4) analyzes the dialogue video of a specified case, divides the content of the dialogue of the specified case into multiple phases, calculates the time period and proportion for each of the multiple phases, and includes them as part of the dialogue content analysis information. 5, information such as chat (20%), external environment (20%), explanation (20%), needs confirmation (15%), and proposed conditions (7%) is generated as part of the dialogue content analysis information. The visualization unit 59 generates a phase timeline 621 based on the information.

[0057] The general user timeline 622 is a timeline that indicates in black the amount of conversation (length of conversation and time period) of the general user UI in the dialogue of a predetermined case. The dialogue partner timeline 623 is a timeline that indicates in black the amount of dialogue (length of dialogue and time period) of dialogue of dialogue partner C in the dialogue of a predetermined case. That is, the analysis unit 53 (Figure 4) analyzes the dialogue video of a specified case, calculates the amount of dialogue (length and time period) of the general user UI and the amount of dialogue (length and time period) of the dialogue partner C from the dialogue of the specified case, and includes them as part of the dialogue content analysis information. Based on this information, the visualization unit 59 generates a general user timeline 622 and a dialogue partner timeline 623, and arranges them side by side, as shown in Figure 5, so that the amount of conversation between the general user UI and dialogue partner C can be compared.

[0058] Here, in each of the general user timeline 622 and the dialogue partner timeline 623, the mark OQ indicates a point where an open question was asked, and the mark CQ indicates a point where a closed question was asked. That is, the analysis unit 53 (Figure 4) analyzes the dialogue video of a specified case, detects the points in the dialogue of the specified case where the general user UI or dialogue partner C asked an expanded question and the points where they asked a closed question, and includes the detection information (detected points and number of detections = number of expanded questions / closed questions) as part of the dialogue content analysis information. Based on the detection information, the visualization unit 59 marks OQ at the locations where an expanded question was asked and marks CQ at the locations where a closed question was asked in each of the general user timeline 622 and the dialogue partner timeline 623.

[0059] The silence timeline 624 is a timeline that indicates in black the silence time (length and time period of conversation) of the general user UI or the conversation partner C in the conversation of a predetermined case. That is, the analysis unit 53 (Figure 4) analyzes the dialogue video of a specified case, detects the silence period (length and time period) of the general user UI or dialogue partner C in the dialogue of the specified case, and includes the detected information as part of the dialogue content analysis information. The visualization unit 59 generates a silence timeline 624 based on the detection information.

[0060] The self-questioning timeline 625 is a timeline that shows in black the self-questioning and answering (by the same speaker) of the general user UI or the dialogue partner C in the dialogue of a predetermined case. That is, the analysis unit 53 (Figure 4) analyzes the dialogue video of a specified case, detects the length and time period of the self-questioning of the general user UI or dialogue partner C in the dialogue of the specified case, and includes the detected information as part of the dialogue content analysis information. The visualization unit 59 generates a self-questioning timeline 625 based on the detected information.

[0061] The conversation search area 63 is an area for searching for a location where a predetermined keyword, specific phrase, or conjunction appears in the dialogue of a predetermined case. The feedback presentation area 64 is an area for presenting the content of feedback given to the entire dialogue of a predetermined case or to a predetermined point. Feedback will be described later with reference to FIG.

[0062] FIG. 6 shows an example of visualization information about a GUI, which is one type of evaluation support information. The visualized information VJ in FIG. 6 includes a check item area 71 and a feedback area 72.

[0063] The check item area 71 displays multiple check items for evaluating the "visual, auditory, and conversation content" of the dialogue for a specific case, and is an area where the evaluator UH can check the items that he or she deems appropriate from the multiple check items. The feedback area 72 is an area where the evaluator UH (or the administrator UK, if necessary) inputs "feedback" for the dialogue of a predetermined case in text format together with a positive label 72P or a negative label 72N. The general user UI can also operate the general user terminal 2 to reply to the “feedback” in the feedback area 72.

[0064] FIG. 7 shows an example of visualized information about evaluation support information including dialogue content analysis information. The visualized information VJ in FIG. 7 is a list display of the dialogue content analysis information of each of a plurality of general user UIs that are the subject of evaluation by the evaluator UH (or under the management of the administrator UK, if necessary). The visualization information VJ in Figure 7 includes a question detection result display area 81, a conversation speed detection result display area 82, a priority and next action display area 83, a work cloud display area 84, an in-conversation search area 85, and a feedback presentation area 86. The intra-conversation search area 85 and the feedback presentation area 86 are similar to the intra-conversation search area 63 and the feedback presentation area 64 in FIG. 5, and therefore will not be described here.

[0065] The question detection result display area 81 is an area that displays a list of the number of times that an expanded question and a closed question were asked in a conversation for each of multiple general user UIs (personnel A to C in the example of Figure 7) or multiple conversation partners C. That is, the analysis unit 53 (Figure 4) analyzes dialogue videos for multiple general user UIs (personnel A to C in the example of Figure 7) and multiple dialogue partners C, detects the points in each dialogue where expanded questions were asked and the points where closed questions were asked, and includes the detection information (detected points and number of detections = number of expanded questions / closed questions) as part of each dialogue content analysis information. The visualization unit 59 displays a list as shown in FIG. 7 in the question detection result display area 81 based on the detection information for each of multiple general user UIs (personnel A to C in the example of FIG. 7) or multiple dialogue partners C.

[0066] The conversation speed detection result display area 82 is an area that displays a list of the number of characters spoken per second (conversation speed) in a conversation for each of multiple general user UIs or multiple conversation partners C (Mr. A to Mr. D in the example of Figure 7). That is, the analysis unit 53 (Figure 4) analyzes the dialogue video for each of multiple general user UIs or multiple dialogue partners C (Mr. A to Mr. D in the example of Figure 7), detects the number of characters spoken per second in each dialogue (conversation speed), and includes the detected information as part of each dialogue content analysis information. The visualization unit 59 displays a list as shown in FIG. 7 in the conversation speed detection result display area 82 based on the detection information for each of the multiple general user UIs or multiple conversation partners C (Mr. A to Mr. D in the example of FIG. 7).

[0067] FIG. 8 shows a specific example of the advantage and next action display areas in the visualized information of FIG. In the example of Figure 8, the superiority and next action display area 83 includes a first other person superiority phrase display area 831, a second other person superiority phrase display area 832, a first next action display area 833, and a second next action display area 834.

[0068] Here, it is assumed that the administrator UK has operated the administrator terminal 4 to register one or more first other-dominant keywords, one or more second other-dominant keywords, one or more first next action keywords, and one or more second next action keywords in advance on the server 1. That is, the keyword registration unit 60 (Figure 4) registers one or more first other-dominant keywords, one or more second other-dominant keywords, one or more first next action keywords, and one or more second next action keywords in the memory unit 18 (Figure 3). The first superiority keyword is a word or phrase that indicates that the organization (corporation, etc.) to which Administrator UK belongs has an advantage over others (competitors, etc.) in relation to the sales case. The second superiority keyword is a word or phrase that gives an impression that the organization (corporation, etc.) to which the administrator UK belongs can solve the problem in the sales case. The first next action keyword is a word or phrase that indicates the upcoming schedule. The second next action keyword is a word or phrase that indicates the next action.

[0069] The first other-dominant phrase display area 831 includes a timeline. The timeline indicates in black the portions (length and time period of the conversation) that include the first other-dominant keyword in the conversation of the general user UI in the dialogue of a predetermined case. That is, the analysis unit 53 (Figure 4) analyzes the dialogue video of a specified case, detects the part of the dialogue of the specified case where the general user UI is having a conversation including the first other person keyword (length of the conversation and time period), and includes the detected information as part of the dialogue content analysis information. The visualization unit 59 generates a timeline based on the detection information.

[0070] The first other person superiority phrase display area 831 further includes an implementation judgment as one piece of evaluation information. The implementation determination is a determination of whether or not a conversation including a combination of first other-person dominance keywords has been carried out by the general user UI at an appropriate timing (appropriate phase, etc.) in the dialogue of a predetermined case. That is, the evaluation unit 56 (FIG. 4) determines whether the general user UI conducted a conversation including a combination of first other person keywords at an appropriate timing based on the detection information that is the basis of the timeline in the first other person dominant phrase display area 831 in FIG. 8. That is, it is determined whether the first other person dominant keyword was appealed to the conversation partner C at an appropriate timing during the business negotiation (dialogue). Here, it is assumed that the appropriate timing is, for example, the value presentation phase in the latter half of the dialogue. In this case, according to the timeline of the first other person superiority phrase display area 831 in Fig. 8, the value presentation phase in the latter half of the dialogue is displayed in black, that is, the general user UI is carrying out a conversation including a combination of the first other person keywords in the value presentation phase in the latter half of the dialogue, and the result of the implementation determination is "o".

[0071] The second other-person superiority phrase display area 832 also includes a timeline and an implementation decision. The explanation of the timeline and implementation decision in the second other person's superiority phrase display area 832 is equivalent to the explanation of the timeline and implementation decision in the first other person's superiority phrase display area 831, except that the first other person's superiority keyword is replaced with the second other person's superiority keyword. Therefore, the explanation will be omitted here. However, if the appropriate timing is, for example, the value presentation phase in the latter half of the dialogue, according to the timeline of the second other-dominant phrase display area 832 in Figure 8, black is not shown in the value presentation phase in the latter half of the dialogue, that is, the general user UI does not conduct a conversation including a combination of the first other-keywords in the value presentation phase in the latter half of the dialogue, so the result of the implementation judgment will be ``X''.

[0072] The first next action display area 833 also includes a timeline and an implementation decision. The explanation of the timeline and implementation decision in the first next action display area 833 is equivalent to the explanation of the timeline and implementation decision in the first other-predominant phrase display area 831, except that the first other-predominant keyword is replaced with the first next action keyword. Therefore, the explanation will be omitted here.

[0073] The second next action display area 834 also includes a timeline and an implementation decision. The explanation of the timeline and implementation decision in the second next action display area 834 is equivalent to the explanation of the timeline and implementation decision in the first other-predominant phrase display area 831, except that the first other-predominant keyword is replaced with the second next action keyword. Therefore, the explanation will be omitted here.

[0074] FIG. 9 shows an example of visualized information about evaluation support information including dialogue content analysis information. The visualization information VJ in Figure 9 is a comparison of evaluation information 91S showing the evaluation results of the sales dialogue for a specific case or the general user UI, and evaluation information 91A showing the evaluation results for other cases.

[0075] In the example of Figure 9, six evaluation items are provided: vision, hearing, conversation content, conversation volume, questions, conversation speed, superiority confirmation, and next action confirmation. For each of these six evaluation items, the results evaluated according to predetermined criteria are presented in a visualized form such as a radar chart. Note that the radar chart is an image and is not particularly limited to this. Furthermore, the evaluation items are not particularly limited to the six items in the example of Fig. 9, and any number of any types of items may be combined. That is, the evaluation information is sufficient if it includes visualization information VJ in which any number of any types of evaluation items are visualized according to some criteria.

[0076] Furthermore, the evaluation information 91S contains feedback in the form of text information about what is good compared to the evaluation information 91A and what needs to be improved. The feedback here may be input by the evaluator UH or the administrator UK, or may be input by the evaluation unit 56 (FIG. 4) of the server 1 or the provider of the service in FIG. 1.

[0077] In the example of FIG. 9, among the six evaluation items, the evaluations of the visual, auditory, and conversational content are based on input by the evaluator UH (see the check item area 71 in FIG. 6). On the other hand, among the six evaluation items, the evaluations of conversation volume, interrogative sentences, conversation speed, superiority confirmation, and next action confirmation are based on the processing results of the evaluation unit 56 (FIG. 4) using the dialogue content analysis information output from the analysis unit 53. Specifically, for example, the evaluations of conversation volume and interrogative sentences are based on the display content of the dialogue content analysis information presentation area 62 in FIG. 5 and the interrogative sentence detection result display area 81 in FIG. 7. The evaluation of conversation speed is based on the conversation speed detection result display area 82 in FIG. 7. The evaluation of superiority confirmation is based on the first other person superiority phrase display area 831 and the second other person superiority phrase display area 832 in FIG. 8. The evaluation of next action confirmation is based on the first next action display area 833 and the second next action display area 834 in FIG. 8.

[0078] However, the method for evaluating each evaluation item is not particularly limited to the example in FIG. 9, and any method can be adopted. For example, the evaluation results obtained by machine learning may be used for at least part of the evaluation of visual, auditory, and conversational content.

[0079] Although one embodiment of the present invention has been described above, the present invention is not limited to the above-described embodiment, and modifications, improvements, etc. within the scope of achieving the object of the present invention are included in the present invention.

[0080] For example, in the above embodiment, the dialogue video is assumed to be a video recorded by the general user terminal 2 as if the dialogue had taken place in a web conference, but this is not particularly limited. For example, a video camera may be separately prepared, and a video of a face-to-face conversation in a normal conference room may be captured by the video camera and used as the dialogue video.

[0081] For example, in the above-described embodiment, the form of this service is provided by accessing a website managed by server 1 (visualization information VJ is displayed in the browser on the terminal), but this is not particularly limited to this. For example, the service may be made available on the general user terminal 2, the evaluator terminal 3, and the administrator terminal 4 by launching various application software installed on the general user terminal 2, the evaluator terminal 3, and the administrator terminal 4.

[0082] Furthermore, according to this service to which the present invention can be applied, in addition to the above-mentioned functions, the following functions can be implemented. For example, a function for grouping and comparing based on the characteristics and evaluation of general user UI may be implemented. Specifically, for example, a function for grouping based on dialogue using a unique index or evaluation of general user UI, and for searching, comparing, and viewing the grouping may be implemented. For example, a function may be implemented that allows searching for the time when a specified word or phrase was spoken within a conversation. For example, a function may be implemented to store recorded dialogue videos, their audio, and transcribed text data and make them accessible in an archive. Also, for example, a function may be implemented that allows the user to search and view dialogue records that match specified words or phrases from recorded dialogue videos, their audio, and transcribed text data.

[0083] Furthermore, the hardware configuration of the server 1 shown in FIG. 3 is merely an example for achieving the object of the present invention, and is not particularly limited.

[0084] 4 is merely an example and is not particularly limited. That is, it is sufficient for the information processing system to have the function of executing the above-described series of processes as a whole, and the type of functional block used to realize this function is not particularly limited to the example in FIG.

[0085] Furthermore, the locations of the functional blocks are not limited to those shown in FIG. 4 and may be arbitrary. Furthermore, one functional block may be configured as a single piece of hardware, a single piece of software, or a combination thereof.

[0086] When the processing of each functional block is performed by software, the program that constitutes the software is installed into a computer or the like from a network or a recording medium. The computer may be a computer built into dedicated hardware, or may be a computer capable of executing various functions by installing various programs, such as a server, a general-purpose smartphone, or a personal computer.

[0087] The recording medium containing such a program may not only be composed of removable media that is distributed separately from the device itself in order to provide the program to each user, but may also be composed of recording media that are provided to each user in a state where they are pre-installed in the device itself.

[0088] In this specification, the steps describing the program to be recorded on the recording medium include not only processes that are performed in chronological order, but also processes that are not necessarily performed in chronological order but are performed in parallel or individually.

[0089] In addition, in this specification, the term "system" refers to an overall device that is made up of a plurality of devices, a plurality of means, etc.

[0090] In summary, the information processing apparatus to which the present invention is applied is sufficient if it has the following configuration, and can take on a variety of different embodiments. That is, an information processing device to which the present invention is applied (for example, the server 1 in FIG. 4) A dialogue video acquisition means (for example, a dialogue video acquisition unit 52 in FIG. 4) for acquiring a video showing a dialogue between a target person (for example, the general user UI in FIG. 1) and a dialogue partner (for example, dialogue partner C in FIG. 1) for a predetermined case as a dialogue video (for example, see FIG. 1) for the predetermined case; an analysis means (for example, the analysis unit 53 in FIG. 4) that analyzes the dialogue video of the predetermined case to generate information including quantified information of one or more elements of the dialogue of the predetermined case as dialogue content analysis information; an evaluation support information generating means (e.g., the evaluation support information generating unit 54 in FIG. 4 ) that generates, as evaluation support information (e.g., see FIG. 1 ), information including at least the dialogue content analysis information, which is information that will be useful when evaluating the dialogue of the predetermined case or the subject; a visualization means (e.g., the visualization unit 59 in FIG. 4) that generates visualized information (e.g., the visualized information VJ in FIGS. 1, 5, 7, and 8) based on the dialogue video and the dialogue content analysis information for the predetermined case, so that the information can be displayed on a predetermined display device and be visible to a person, and provides the visualized information to a terminal (e.g., the evaluator terminal 3) of an evaluator (e.g., the evaluator UH in FIG. 1) who performs the evaluation; Equipped with.

[0091] In this way, when a specific case, such as a sales pitch, is carried out through a dialogue (business negotiations, etc.) between the subject and the interlocutor, evaluation support information, which is objective information about the content and manner of the subject's dialogue, is presented to the evaluator in the form of easily visible visualized information. This makes it possible to properly evaluate the content and manner of the target person's dialogue (business negotiation), and ultimately to properly improve the target person's dialogue skills (business negotiation skills, etc.).

[0092] The visualization means further provides, to the terminal of the evaluator, a GUI (Graphical User Interface) (e.g., the GUI in FIG. 6 ) including a first area (e.g., the check item area 71 in FIG. 6 ) for accepting input operations by the evaluator regarding one or more evaluation items (e.g., vision, hearing, conversation content) among the multiple evaluation items to be evaluated, in the visualization information. It is possible.

[0093] The GUI further includes a second area (e.g., a feedback area 72 in FIG. 6) for receiving a feedback input operation from the evaluator who has viewed the interactive video. It is possible.

[0094] an evaluation means (e.g., the evaluation unit 56 in FIG. 4) for executing an evaluation for one or more evaluation items among the plurality of evaluation items based on the dialogue content analysis information of the predetermined case; evaluation information generating means (e.g., evaluation information generating unit 57 in FIG. 4) that generates information including the contents of the evaluations received by the GUI and the evaluations made by the evaluation means as evaluation information (e.g., see FIG. 1); a case information generating means (for example, the case information generating unit 58 in FIG. 4) for generating case information (for example, the interactive case information TJ1 to TJn in FIG. 1) including the interactive video, the evaluation support information, and support information for each of a plurality of cases; Furthermore, The visualization means comprises: generating the visualization information based on at least a portion of the case information of one or more cases among the plurality of cases; The visualized information can be provided to at least some of the terminals (e.g., general user terminal 2, evaluator terminal 3, or administrator terminal 4) of multiple parties including the subject and the evaluator (e.g., general user UI, evaluator UH, and administrator UK in Figure 1).

[0095] The plurality of evaluation items include items for visual perception, auditory perception, and conversation content regarding the dialogue (see, for example, FIG. 9 ); The first area of the GUI is an area for inputting evaluations of the visual, auditory, and conversation content of the dialogue of the predetermined case (for example, a check item area 71 in FIG. 6 ). It is possible.

[0096] The plurality of evaluation items include items of conversation volume, interrogative sentences, and conversation speed in the dialogue (see, for example, FIG. 9 ); The dialogue content analysis information for the predetermined case includes information on the conversation volume, the interrogative sentences, and the conversation speed of the target person and the conversation partner (for example, the conversation volume is based on information on the general user timeline 622 and the conversation partner timeline 623 in FIG. 5 , the interrogative sentences are based on information on marks OQ and CQ in FIG. 6 , and the conversation speed is based on information displayed in the conversation speed detection result display area 82 in FIG. 7 ). It is possible.

[0097] The plurality of evaluation items include an item from the viewpoint of whether predetermined keywords (e.g., the above-mentioned first and second other-dominant keywords and the first and second next action keywords) are included in the conversation (e.g., see FIG. 9 ); The dialogue content analysis information of the predetermined case includes information about the conversation in the dialogue that includes the keyword of the target person (for example, information shown in the priority and next action display area 83 in FIG. 8 ). It is possible.

[0098] The visualization means comprises: Generate the visualized information (see, for example, FIG. 9 ) in which the evaluation information (e.g., evaluation information 91S, 91A in FIG. 9 ) of two or more of the multiple cases is arranged in positions where it can be compared. It is possible.

[0099] The visualization means comprises: Generate the visualized information including information in which each of the plurality of evaluation items included in the evaluation information is visualized using a predetermined evaluation standard (for example, a radar chart displayed above each of the evaluation information 91S and 91A in FIG. 9). It is possible. [Explanation of symbols]

[0100] 1: Server, 2: General user terminal, 3: Evaluator terminal, 4: Administrator terminal, 11: CPU, 12: ROM, 13: RAM, 14: Bus, 15: Input / output interface, 16: Input unit, 17: Output unit, 18: Memory unit, 19: Communication unit, 20: Drive, 31: Removable media, 51: Recording control unit, 52: Dialogue video acquisition unit, 53: Analysis unit, 54: Evaluation support information generation unit, 55: Evaluation feedback reception unit, 56: Evaluation unit, 57: Evaluation information generation unit, 58: Case information generation unit, 59: Visualization unit, 60: Keyword registration unit, 61: Playback area, 62: Dialogue content analysis information presentation area, 63: In-conversation search area, 64: Feedback presentation area, 71: Check item area, 72: Feedback area, 72P: Positive label ,72N: Negative label, 81: Question detection result display area, 82: Conversation speed detection result display area, 83: Dominance and next action display area, 84: Work cloud display area, 85: Search within conversation area, 86: Feedback presentation area, 621: Phase timeline, 622: General user timeline, 623: Dialogue partner timeline, 624: Silence timeline, 625: Self-questioning timeline, 831: First other's dominance phrase display area, 832: Second other's dominance phrase display area, 833: First next action display area, 834: Second next action display area, UI: General user, UH: Evaluator, UK: Administrator, C: Dialogue partner, TJ1 to TJn: Case information, VJ: Visualization information

Claims

1. A dialogue video acquisition means for acquiring a video showing a dialogue between a subject and a dialogue partner regarding a predetermined case as a dialogue video of the predetermined case; an analysis means for analyzing the dialogue video of the predetermined case to generate, as dialogue content analysis information, information including quantified information of one or more elements of the dialogue of the predetermined case, the elements including at least the amount of conversation between the subject and the dialogue partner, the question types of the subject and the dialogue partner, and the silent time between the subject and the dialogue partner; an evaluation support information generating means for generating, as evaluation support information, information including at least the dialogue content analysis information, which is information that will be useful when evaluating the dialogue of the predetermined case or the subject; a visualization means for generating visualized information based on the dialogue video and the dialogue content analysis information for the predetermined case, the visualized information being visible to a person when displayed on a predetermined display device, the visualized information including a dialogue timeline of the dialogue, and providing the visualized information to a terminal of an evaluator who performs the evaluation; An information processing device comprising:

2. The visualization means further provides, to the terminal of the evaluator, a GUI (Graphical User Interface) including a first area for accepting input operations by the evaluator for one or more evaluation items among the plurality of evaluation items to be evaluated, in the visualization information. The information processing device according to claim 1 .

3. The GUI further includes a second area for receiving a feedback input operation by the evaluator who has viewed the interactive video. The information processing device according to claim 2 .

4. an evaluation means for executing an evaluation for one or more evaluation items among the plurality of evaluation items based on the dialogue content analysis information of the predetermined case; evaluation information generating means for generating, as evaluation information, information including the contents of the evaluations received by the GUI and the evaluations made by the evaluation means; a case information generating means for generating case information including the interactive video, the evaluation support information, and support information for each of a plurality of cases; Furthermore, The visualization means comprises: generating the visualization based on at least a portion of the file information for each of one or more files among a plurality of files; The visualization information is provided to at least some of the terminals of a plurality of people including the subject and the evaluator. The information processing device according to claim 2 .

5. the plurality of evaluation items include items for visual perception, auditory perception, and conversation content regarding the dialogue; the first area of the GUI is an area for inputting evaluations of the visual, auditory, and conversation content of the dialogue of the predetermined case; The information processing device according to claim 4 .

6. the plurality of evaluation items include items of conversation volume, interrogative sentences, and conversation speed in the dialogue, The dialogue content analysis information of the predetermined case includes information on the amount of conversation, the interrogative sentences, and the conversation speed of the target person and the dialogue partner, The information processing device according to claim 4 .

7. the plurality of evaluation items include an item from the viewpoint of whether a predetermined keyword is included in the conversation; The dialogue content analysis information of the predetermined case includes information about a conversation in the dialogue that includes the keyword of the target person. The information processing device according to claim 4 .

8. The visualization means comprises: generating the visualization information in which the evaluation information of two or more of the multiple cases is arranged in positions that allow comparison; The information processing device according to claim 4 .

9. The visualization means comprises: generating the visualization information including information obtained by visualizing each of the plurality of evaluation items included in the evaluation information using a predetermined evaluation standard; The information processing device according to claim 4 .

10. An information processing method executed by an information processing device, a dialogue video acquisition step of acquiring a video showing a dialogue between a target person and a dialogue partner regarding a predetermined case as a dialogue video of the predetermined case; an analysis step of analyzing the dialogue video of the predetermined case to generate, as dialogue content analysis information, information including quantified information of one or more elements of the dialogue of the predetermined case, the elements including at least the amount of conversation between the target person and the dialogue partner, the question types of the target person and the dialogue partner, and the silence time between the target person and the dialogue partner; an evaluation support information generating step of generating, as evaluation support information, information including at least the dialogue content analysis information, which is information that will be useful when evaluating the dialogue of the predetermined case or the subject; a visualization step of generating visualized information based on the dialogue video and the dialogue content analysis information for the predetermined case, the visualized information being visible to a person when displayed on a predetermined display device, the visualized information including a dialogue timeline of the dialogue, and providing the visualized information to a terminal of an evaluator who performs the evaluation; An information processing method including:

11. On the computer, a dialogue video acquisition step of acquiring a video showing a dialogue between a target person and a dialogue partner regarding a predetermined case as a dialogue video of the predetermined case; an analysis step of analyzing the dialogue video of the predetermined case to generate, as dialogue content analysis information, information including quantified information of one or more elements of the dialogue of the predetermined case, the elements including at least the amount of conversation between the target person and the dialogue partner, the question types of the target person and the dialogue partner, and the silence time between the target person and the dialogue partner; an evaluation support information generating step of generating, as evaluation support information, information including at least the dialogue content analysis information, which is information that will be useful when evaluating the dialogue of the predetermined case or the subject; a visualization step of generating visualized information based on the dialogue video and the dialogue content analysis information for the predetermined case, the visualized information being visible to a person when displayed on a predetermined display device, the visualized information including a dialogue timeline of the dialogue, and providing the visualized information to a terminal of an evaluator who performs the evaluation; A program that executes control processing including:

Images