Information processing device, information processing method, and program

Abstract

To provide an information processing device, an information processing method, and a program capable of interpreting a user's request and selecting an appropriate corresponding channel. [Solution] An information processing device comprising: a first processing unit that acquires text information obtained by converting a request made by a user into text, and inputs input information including the text information into a first model to acquire first model output information representing the request output by the first model; and a second processing unit that inputs at least the first model output information into a second model constructed as a model different from the first model to acquire second model output information indicating which of multiple corresponding channels output by the second model matches the request of the user, and selects a corresponding channel that corresponds to the request of the user based on the second model output information.

Description

[Technical Field]

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

[0002] Various services have attempted to automatically provide some kind of answer to natural language input in the form of voice or text. For example, Patent Document 1 discloses an invention in which a generation AI is used to make abstract questions from users more concrete, and an answering system presents an answer based on keywords output by the generation AI. Furthermore, Patent Document 2 discloses an invention in which a database is searched for comment sentences containing question keywords included in a question sentence, the comment sentences are classified into multiple topic groups based on the distribution of words that appear, the similarity between a group of comment sentences included in each topic group and sentences included in each answer sentence is calculated, and an answer sentence with a high similarity is output. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent No. 7488617 [Patent Document 2] Patent No. 5711674 Summary of the Invention [Problem to be solved by the invention]

[0004] Conventional technologies are limited to outputting a response in some form, and are sometimes unable to interpret the user's request and select an appropriate response channel.

[0005] The present invention has been made in consideration of these circumstances, and one of its objects is to provide an information processing device, an information processing method, and a program that are capable of interpreting a user's requests and selecting an appropriate corresponding channel. [Means for solving the problem]

[0006] One aspect of the present invention is an information processing device that includes a first processing unit that acquires text information obtained by converting a request made by a user into text, and inputs input information including the text information into a first model to acquire first model output information that represents the request output by the first model; and a second processing unit that inputs at least the first model output information into a second model constructed as a model different from the first model to acquire second model output information that indicates which of a plurality of corresponding channels output by the second model matches the user's request, and selects a corresponding channel that corresponds to the user's request based on the second model output information. [Effects of the Invention]

[0007] According to one aspect of the present invention, a user's request can be interpreted and an appropriate corresponding channel can be selected. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 illustrates basic aspects of brick-and-mortar electronic payment. [Figure 2] FIG. 1 is a diagram illustrating an example of a configuration for performing electronic payment (terminal payment) using a payment application. [Figure 3] FIG. 10 is a diagram showing an example of the contents of user information 191. [Figure 4] FIG. 10 is a diagram showing an example of the contents of affiliated store / shop information 192. [Figure 5] FIG. 10 is a diagram showing an outline of a processing flow when a user scan is performed. [Figure 6] FIG. 10 is a diagram showing an outline of the processing flow when a store scan is performed. [Figure 7] FIG. 1 is a diagram showing an example of a configuration for performing electronic payment (card payment) using a payment card. [Figure 8] FIG. 1 is a diagram illustrating an outline of processing by an information processing device. [Figure 9]FIG. 10 is a diagram illustrating an outline of processing performed by an estimation unit 150. [Figure 10] FIG. 1 is a diagram (part 1) illustrating an example of the operation of an information processing device. [Figure 11] FIG. 2 is a diagram (part 2) illustrating an example of the operation of the information processing device. DETAILED DESCRIPTION OF THE INVENTION

[0009] [overview] Hereinafter, with reference to the drawings, embodiments of an information processing device, an information processing method, and a program according to the present invention will be described. The information processing device provides additional functions to a network service, such as an electronic payment service. The network service has response channels such as frequently asked questions, chatbots, automated procedures, coupon distribution, and human support. The information processing device acquires text information obtained by converting a user's natural language request, such as through voice or text input, into text, and selects a response channel through cooperation between a first model and a second model configured separately from each other. The information processing device may be a function of a service server for the network service (a payment server in the case of an electronic payment service), i.e., a virtual machine, or may be a device configured independently of such a server. In the following description, the information processing device is assumed to be a function of a payment server that provides an electronic payment service.

[0010] An electronic payment service will now be described. An application program, a payment server, and a credit card server work together to provide the electronic payment service. In the following description, the application program will be referred to as a payment app. The electronic payment service is a service that supports payments for the purchase of goods and services at a store. A store is, for example, a physical store (real store) that exists in real space, but may also include a virtual store for e-commerce. A virtual store may also include one provided by an entity other than the operator of the electronic payment service. In such cases, when paying for purchases at the virtual store, the user is controlled to transition to the interface screen of the electronic payment service. In an electronic payment service, a store is treated as belonging to, for example, an affiliated store (brand), and processing such as payment when a purchase is made at a store is primarily conducted between the user and the affiliated store. Alternatively, processing such as payment may be conducted between the user and the store.

[0011] The payment app has a function for accepting requests via voice or text input. The information processing device, for example, acquires the request acquired by the payment app from the payment app and performs the above-mentioned processing. Alternatively, the information processing device may acquire the request via the website of the electronic payment service.

[0012] [Electronic payment methods at brick-and-mortar stores] FIG. 1 illustrates the basic aspects of brick-and-mortar electronic payments. Electronic payments are generally carried out by three parties: a medium M held by a user U, store equipment E, and a payment system S. The medium M may be a portable computer device such as a smartphone or a credit card. The store equipment E resides in a physical store (hereinafter simply referred to as the store) in real space and may include a POS device, a wireless communication device, a credit card reader, a printed code image such as a QR Code (registered trademark), or a display device displaying the code image. In brick-and-mortar electronic payments, information that can identify the user and information about the payment amount are first shared unidirectionally or bidirectionally between the medium M and the store equipment E. At this time, either the medium M or the store equipment E optically reads various information from a code image displayed by the other, provides information via near-field communication (NFC), or reads the PAN (primary account number) using a credit card reader. Then, either the medium M or the store equipment E (the party that obtains information from the other) transmits the payment information required for the payment to the payment system S via a network NW. Both the medium M and the store equipment E may send some information to the payment system S. The payment system S manages various information about the user U and performs electronic payments between the store and the user U in various ways. Electronic payments are performed using either or both of a prepaid system and a postpaid system, or by other methods. In addition, electronic payments may also include so-called online shopping, which is performed between the user's terminal device and the payment system. The network NW includes, for example, the Internet, a LAN (Local Area Network), a wireless base station, a provider device, etc. The various devices that communicate via the network NW, which will be described below, are assumed to have communication devices such as network cards and wireless communication modules.

[0013] [Configuration (Terminal Payment)] 2 is a diagram showing an example of the configuration for performing electronic payment (terminal payment) using a payment app. This electronic payment is performed mainly by a payment app 20 running on a user terminal device 10, which is one of the media M, one or more store payment terminals 30 and one or more store code images 40, which are one of the store facilities E, and a payment server 100, which constitutes part of a payment system S. The payment server 100 communicates with the user terminal device 10, the store payment terminal 30, and one or more information terminals 50 via a network NW.

[0014] The user terminal device 10 is a portable terminal device such as a smartphone or tablet. The user terminal device 10 is a computer device having at least an optical reading function, a communication function, a display function, an input acceptance function, and a program execution function. In the following description, components for realizing these functions are referred to as a camera, a communication device, a touch panel, a central processing unit (CPU), etc. In the user terminal device 10, a processor such as a CPU executes a payment application 20, which operates in cooperation with a payment server 100 to provide electronic payment services to users. The payment application 20 is installed on the user terminal device 10 from, for example, an application distribution server (not shown) and controls the camera, communication device, touch panel, etc. of the user terminal device 10. In the following description, the terms "send information to the user terminal device 10 (or receive / acquire information from the user terminal device 10)" and "send information to the payment application 20 (or receive / acquire information from the payment application 20)" may be used interchangeably, but these terms are merely different expressions and are not intended to distinguish between them.

[0015] The store payment terminal 30 is installed, for example, in a store. The store payment terminal 30 is a computer device (or a collection of these) that has at least a product price acquisition function, an optical reading function, a program execution function, and a communication function. The store payment terminal 30 includes a so-called POS (Point of Sale) device, and the POS device may have a product price acquisition function and an optical reading function.

[0016] The store code image 40 is placed in a store and is a code image such as a QR code (registered trademark) printed on a paper or plastic medium. The store code image 40 may be displayed on a display placed in the store (or on a display of a terminal device such as a smartphone or tablet terminal).

[0017] The information terminal 50 is used by the operator of the affiliated store who oversees the stores. In electronic payment services, customers who provide goods or services are treated as affiliated stores (brands), and one or more stores exist under the affiliated store. An affiliated store may operate only one store. The information terminal 50 is a smartphone, tablet terminal, personal computer, etc. An affiliated store interface 55 runs on the information terminal 50. The affiliated store interface 55 may be an affiliated store app or a web page displayed by a general-purpose browser. The affiliated store interface 55 accepts coupon settings and the like from the affiliated store operator and transmits them to the payment server 100. By executing the affiliated store interface 55, the information terminal 50 may have the function of displaying a code image corresponding to the store code image 40 or reading a code image displayed by the user terminal device 10 (in the latter case, an optical reading function is required).

[0018] The payment server 100 communicates with the credit card server 200 via a network NW. The payment server 100 has, for example, a content providing unit 110, an information management unit 120, a payment processing unit 130, a first processing unit 140, an estimation unit 150, a second processing unit 160, a correspondence processing unit 170, and a memory unit 190. The components other than the memory unit 190 are realized by, for example, a hardware processor such as a CPU executing a program (software). Some or all of these components may be implemented using a large scale integration (LSI), an application specific integrated circuit (ASIC), a field programmable gate array (FPGA), or the like. The program may be realized by hardware (including circuitry) such as a Gate Array (GPU) or a Graphics Processing Unit (GPU), or may be realized by a combination of software and hardware. The program may be stored in advance in a storage device (a storage device with a non-transitory storage medium) such as a hard disk drive (HDD) or flash memory, or may be stored in a removable storage medium (a non-transitory storage medium) such as a DVD or CD-ROM, and installed in the storage device by inserting the storage medium into a drive device.

[0019] The storage unit 190 is a hard disk drive (HDD), flash memory, RAM (Random Access Memory), or the like. The storage unit 190 may be a NAS (Network Attached Storage) device that the payment server 100 can access via a network. The storage unit 190 stores information such as user information 191, affiliated store / shop information 192, knowledge database 193, first model 194, and second model 195. The first processing unit 140, the estimation unit 150, the second processing unit 160, the response processing unit 170, the knowledge database 193, the first model 194, and the second model 195 are collectively an example of an information processing device. These functions will be explained after the explanation of the electronic payment service.

[0020] The content providing unit 110 has, for example, a function of a web server, and provides information (content) for displaying various screens of the electronic payment service to the user terminal device 10. The content providing unit 110 provides the content to the user terminal device 10 in the form of a web page, and provides the user terminal device 10 with parameters required for the payment application 20 to render an image.

[0021] The information management unit 120 manages user information 191 and affiliated store / shop information 192 by editing, adding, deleting, etc.

[0022] FIG. 3 is a diagram showing an example of the contents of user information 191. User information 191 is information in which, for example, user URL, account ID, phone number, password, registration date, charge balance, electronic money type, terminal payment method, card payment method, various history information, identity verification flag, name, address, date of birth, email address, bank account, deferred payment settings, deferred payment condition information, etc. are associated with each other. Hereinafter, a user instance (electronic payment account) in which this information is associated may be referred to as an account. In the figure, items marked with "-" indicate that they are not set.

[0023] The user URL is used for remittance processing between users. When registering for the electronic payment service, registration of a phone number and password is required. The account ID is issued to the user by the payment server 100. The registration date is the date on which the user registered for the electronic payment service (the date on which the account was created). The charge balance is information indicating the balance of electronic money that the user has set by transferring money to the account in advance. Remittance methods include depositing money into an ATM (Automatic Teller Machine) of a designated service provider (bank) or transferring money from a registered bank account. The type of electronic money is information indicating, for example, whether the electronic money can be withdrawn or can only be used for electronic payments. The terminal payment method is setting information indicating whether the user will make electronic payment using the charge balance (balance payment) or by deferred payment in terminal payment. The card payment method is setting information indicating whether the user will make electronic payment using the charge balance (balance payment) or by deferred payment in card payment. The various historical information includes charge history, which is a history of the user transferring money to the electronic payment service in advance to increase the charge balance, payment history, which shows the details of the payments made by the user for each payment (date and time, store ID of the store where the purchase was made, affiliated store ID, payment amount, payment method, etc.), P2P transfer history, P2P deposit history, withdrawal history, etc.

[0024] The identity verification flag is information indicating whether or not the user has completed identity verification using an ID document. Deferred payment can be selected if identity verification has been completed, and the user with account ID "002" in the figure has not completed identity verification and can only select balance payment as the terminal payment method. The bank account is the account number of a bank account that can be used to deposit funds into the electronic payment service. Deferred payment settings is information indicating whether or not the settings have been completed to make deferred payment selectable. Deferred payment condition information is information indicating various conditions such as the deferred payment limit and the amount used for the current month.

[0025] In addition to the information shown in FIG. 3, the user information 191 may include attribute information such as age and occupation, affiliated store information such as the type of business of the affiliated store used and the place of payment, asset management information such as whether a bank loan has been used, whether there are any overdue payments on card loans, whether the user has an account, investment experience, and motivation for use, coupon information showing details of coupon acquisition and use, and electronic flyer information such as the type of business of the affiliated store related to the viewed electronic flyer and payments made after the electronic flyer was viewed.

[0026] 4 is a diagram showing an example of the contents of affiliated store / store information 192. The affiliated store / store information 192 includes, for example, a first table 192A in which an affiliated store ID and a store ID are associated with a store URL, a second table 192B in which an affiliated store ID is associated with an affiliated store name and sales amount (described above), and a third table 192C in which a store ID is associated with a store ID. In addition to this information, the affiliated store / store information 192 may also include information such as the category of the affiliated store or store, the store's location, and payment patterns.

[0027] The payment processing unit 130 performs various processes for electronic payment. There are two methods for terminal payment: a first method (user scan) and a second method (store scan), which will be explained below.

[0028] FIG. 5 shows an overview of the process flow when a user scan is performed. First, the user terminal device 10, with the payment app 20 running, reads and decodes the store code image 40 using its optical reading function (S1). The store code image 40 contains store URL information. The payment app 20 sends first payment information, including the store URL and the user's account ID, to the payment server 100 (S2). The payment server 100 searches the affiliated store / store information 192 using the affiliated store ID and store ID corresponding to the store URL, acquires information about the affiliated store name and store name (S3), and sends this to the payment app 20 (S4). The user enters the payment amount into the payment app 20 on the screen displaying the affiliated store name and store name (S5). The payment app 20 then generates second payment information including at least the payment amount and sends it to the payment server 100 (S6).

[0029] If the "Terminal Payment Method" in the user information 191 of the user is set to "Balance Payment," the payment processing unit 130 of the payment server 100 performs electronic payment based on the received second payment information (S7-1). At this time, the payment processing unit 130 performs electronic payment by, for example, decreasing the charge balance managed in association with the user ID and increasing the item value of the affiliated store's sales proceeds. The item value of the affiliated store's sales proceeds is not used as electronic money itself, for example, but rather the amount corresponding to the item value of the sales proceeds is transferred to a bank account in a cycle determined by an agreement between the affiliated store and the electronic payment service. On the other hand, if the "Terminal Payment Method" is set to "Deferred Payment," the payment processing unit 130 transmits the first payment information and the second payment information to the credit card server 200 to request electronic payment (S7-2). The credit card server 200 performs electronic payment by adding the payment amount to the user's monthly usage amount based on the received information and deducting the monthly usage amount from the user's bank account after the closing date (S7-3).

[0030] Then, the payment processing unit 130 sends a payment completion notice (information for displaying a payment completion screen) to the payment app 20 via the content providing unit 110 (S8), and the payment app 20 displays the payment completion screen (S9). When the store code image 40 is displayed on a display installed in the store, the store code image 40 may include information on the payment amount in addition to the store URL. In this case, the procedure for the user to input the payment amount is omitted, and the information on the payment amount is included in the first payment information and sent to the payment server 100. Information on the affiliated store name and store name may be included and displayed on the payment completion screen.

[0031] FIG. 6 is a diagram showing an overview of the processing flow when a store scan is performed. First, when the payment app 20 is launched, when a payment operation is performed using the payment app 20, when an automatic update timing (e.g., every minute) occurs, and at other timings, the payment app 20 sends a request to issue a one-time code to the payment server 100 (S11). The payment processing unit 130 of the payment server 100 generates a one-time code (S12) and sends it to the payment app 20 (S13). The payment app 20 displays a code image, such as a QR code or barcode, generated based on the one-time code (S14). The user holds (presents) the display surface of the user terminal device 10 over the store payment terminal 30, and the store payment terminal 30 reads and decodes the code image using its optical reading function to obtain the one-time code, etc. (S15). The store payment terminal 30 then generates payment information including the one-time code, payment amount, affiliated store ID, store ID, etc., and sends it to the payment server 100 (S16). The payment amount information is acquired in advance by reading a barcode or manually entering it.

[0032] The payment processing unit 130 of the payment server 100 identifies the user corresponding to the one-time code based on the received information, and if the "terminal payment method" in the user information 191 of the user is set to "balance payment," it performs electronic payment based on the received second payment information (S17-1). The processing content at this time is the same as the processing of S7-1 in FIG. 5. On the other hand, if the "terminal payment method" is set to "post-payment," the payment server 100 sends the first payment information and the second payment information to the credit card server 200 to request electronic payment (S17-2). The credit card server 200 adds the payment amount to the user's monthly usage amount based on the received information, and performs electronic payment by deducting the monthly usage amount from the user's bank account after the closing date (S17-3).

[0033] Then, the payment processing unit 130 transmits a payment completion notification to the payment application 20 via the content providing unit 110 (S18), and the payment application 20 displays a payment completion screen (S19).

[0034] Note that electronic payment may be performed using only one of the above patterns. Furthermore, the "account ID" described in FIG. 2 may be other information (e.g., a phone number) that can be used as user identification information. Furthermore, issuing a one-time code may be omitted in store scanning, and the payment application 20 may display a code image generated based on the user's account ID. In this case, the payment server 100 identifies the user corresponding to the account ID instead of identifying the user corresponding to the one-time code.

[0035] It should be noted that the "post-payment" settlement may be performed within the settlement server 100, rather than being managed by the credit card server 200. In this case, the components such as the settlement card 60 and the credit card server 200 may be omitted.

[0036] [Configuration (Card Payment)] 7 is a diagram showing an example of a configuration for performing electronic payment (card payment) using a payment card. This electronic payment is performed mainly using a payment card 60, which is one of the media M, a credit card processing terminal 70, which is one of the store facilities E, a payment server 100, which constitutes part of a payment system S, and a credit card server 200. The credit card server 200 communicates with the credit card processing terminal 70 via a network NW.

[0037] The credit processing terminal 70 is installed in the store, similar to the in-store payment terminal 30. The credit processing terminal 70 includes, for example, a credit card reader and a POS device. The credit card terminal reads a personal identification number (PIN) from an inserted or held-up credit card and compares it with the PIN entered by the user. It also transmits a primary account number (PAN) read from the credit card to the credit card server 200 via the POS device. The POS device cooperates with the credit card terminal to transmit information such as the payment amount to the credit card server 200. A payment agent (acquirer) server may be interposed between the credit card processing terminal 70 and the credit card server 200; however, for simplicity, the following description omits the server. The payment card 60 is, for example, similar to a commonly used credit card, with a communication chip embedded in the card substrate. The communication chip incorporates a storage medium storing the PIN and communicates with an external device via a contactor (or a wireless antenna). Alternatively, the payment card 60 may be a magnetic card. The information (messages) sent and received when using a credit card include an authorization message for authentication and a sales message for conveying the payment amount, but detailed explanations distinguishing between these will be omitted below.

[0038] The credit card server 200 communicates with the payment server 100 via a network NW. The credit card server 200 includes, for example, an information management unit 210, a credit interface 220, a payment allocation unit 230, a credit payment processing unit 240, and a memory unit 270. The components other than the memory unit 270 are implemented by, for example, a hardware processor such as a CPU executing a program (software). Some or all of these components may be implemented by hardware (including circuitry) such as an LSI, ASIC, FPGA, or GPU, or may be implemented by a combination of software and hardware. The program may be stored in advance in a storage device such as an HDD or flash memory (a storage device with a non-transitory storage medium), or may be stored in a removable storage medium (a non-transitory storage medium) such as a DVD or CD-ROM, and installed in the storage device by inserting the storage medium into a drive device. The memory unit 270 stores information such as card user information 272.

[0039] The information management unit 210 edits, adds, deletes, etc., and manages the card user information 272. The card user information 272 is information in which, for example, information unique to a user (e.g., PAN), a card payment method, and the user's account ID (used by the payment server 100) are associated with one another. The card payment method is setting information that indicates whether the user will make electronic payment using the charged balance (balance payment) or deferred payment when making a card payment.

[0040] The credit interface 220 determines whether the BIN (Bank Identification Number) in the PAN included in the message received from the credit processing terminal 70 is a code for the company, and if it is a code for the company, passes the message received from the credit processing terminal 70 to the payment allocation unit 230, and if it is not a code for the company, discards the received message.

[0041] The payment allocating unit 230 refers to the card user information 272 of the user corresponding to the message obtained from the credit interface 220, and determines whether the "card payment method" is set to "post-payment." If the "card payment method" is set to "post-payment," the payment allocating unit 230 notifies the credit interface 220 of this and passes the message obtained from the credit interface 220 to the credit payment processing unit 240. On the other hand, if the "card payment method" is set to "balance payment," the payment allocating unit 230 adds the user's account ID to the message obtained from the credit interface 220 and sends it to the payment server 100, requesting electronic payment. When requested to make electronic payment, the payment server 100 performs the same processes as S7-1 in Figure 5 and S17-1 in Figure 6.

[0042] The credit interface 220 checks the PAN and expiration date, and verifies whether the cumulative payment amount exceeds the current month's upper limit, etc. The credit payment processing unit 240 adds the payment amount to the user's monthly usage amount based on the information contained in the message obtained from the payment allocation unit 230, and performs electronic payment by deducting the monthly usage amount from the user's bank account after the closing date.

[0043] [Select compatible channel] The processing by the information processing device will be described below. FIG. 8 is a diagram showing an overview of the processing by the information processing device. The first processing unit 140 acquires a request made by the user by voice, text input, or the like via the payment application 20. Then, a process of converting the voice into text is performed to acquire the converted text information. The process of converting the voice into text may be performed by the payment application 20, by any functional unit of the payment server 100, or by the first processing unit 140.

[0044] The first processing unit 140 inputs input information, including text information, into the first model 194. The first model 194 is a large-scale language model (LLM) constructed based on collective intelligence, which is a knowledge database 193 and crawl data, and is sometimes referred to as a generative AI. The large-scale language model learns large amounts of text data to understand patterns of human language and perform natural language generation (NLG) tasks. For example, the first model 194 divides the input information into tokens (morphemes), converts them into vectors, and inputs the vectors into a trained model to output first model output information (standardized / abstracted to a level that can be processed by the second model 195) representing a request based on context understanding obtained. Furthermore, if the first model 194 determines on its own that the request cannot be sufficiently standardized / abstracted, it may ask the user again via the payment app 20 to specify the request, and repeat this process several times to determine the first model output information.

[0045] The knowledge database 193 is a collection of, for example, behavioral history of each user (payment history, charge history, chat history, history of requests made to the electronic payment service (which may include inquiry history), etc.) collected by the payment server 100, as well as attribute information such as age and gender. The data for each user contained in the knowledge database 193 is included in the input information, and statistical data obtained from the knowledge database 193 is used to build the first model 194. Because the knowledge database 193 contains personal information of users, the first model 194 is uniquely owned by the information processing device (including those connected via dedicated lines, not public lines), unlike large-scale language models made public on a network. This allows the user's unique information to be reflected in the processing results, while protecting the user's personal information.

[0046] The knowledge database 193 may also include estimated user tendency information. The user tendency information is estimated by the estimation unit 150. FIG. 9 is a diagram illustrating an overview of the processing performed by the estimation unit 150. The estimation unit 150 acquires estimated user tendency information by inputting estimation source information, such as the user's behavioral history, into an estimation model. As illustrated, the estimation source information includes attribute information such as the user's age and occupation; payment information such as the payment time, day of the week, and payment amount; merchant information such as the merchant's type of business and payment location; balance information such as deposit and withdrawal history and various balances; P2P history information such as P2P deposit history and withdrawal history (amount / date and time); bank information such as whether the user has an account, details of loan usage, and whether there are any overdue payments; asset management information such as whether the user has an account, investment experience, and motivation for use; coupon-related information including coupon acquisition and usage history; and electronic flyer information such as the merchant's type of business related to the viewed electronic flyer and payments made after the electronic flyer was viewed. The tendency information includes the user's behavioral age. The behavioral age may not be output as a single value, but may be output as a probability value for each age group. The estimation model is, for example, a model generated by supervised learning using various information about users whose tendency information is known as training data and estimation source information as learning data. By including user tendency information in the knowledge database 193, the accuracy of the corresponding channel selection by the second processing unit 160, which will be described later, can be improved. For example, if the user is estimated to be an elderly person who is not familiar with operating the payment app 20, processing can be performed such as increasing the probability of having a human respond.

[0047] The knowledge database 193 may also include information on the classification of the frequency of use of electronic payment services, information on the classification of user types, information on estimated user hobbies and preferences, etc. These pieces of information may also be estimated by the estimation unit 150.

[0048] The second processing unit 160 inputs at least the first model output information into a second model 195 constructed as a model different from the first model 194, thereby obtaining second model output information output by the second model 195 indicating which of the multiple supported channels matches the user's request, and selects a supported channel that meets the user's request based on the second model output information. A portion of information from the knowledge database 193 may also be input to the second model 195. The second model 195 is constructed by supervised learning, for example, using the first model output information and a portion of the information from the knowledge database 193 as learning data and user feedback (satisfaction with the service) obtained later through a questionnaire or the like as training data. The second model output information is, for example, vector data to which a probability value indicating the suitability of each supported channel is assigned. The second processing unit 160, for example, selects the supported channel with the highest probability value and outputs channel selection information indicating the selected supported channel to the response processing unit 170. In addition, the second processing unit 160 may acquire the degree of congestion (crowding) for each corresponding channel in advance, and if the corresponding channel with the highest probability value has a high degree of congestion, select the corresponding channel with the second highest probability value.

[0049] The response processor 170 activates at least one of a plurality of response channels in response to the channel selection information. The plurality of response channels include, for example, the presentation of frequently asked questions, a chatbot, an automatic procedure, the issuance of a coupon, manned support, guidance to mini-apps for other services, guidance to other services, and the like (at least two of these). For example, when the response processor 170 activates the presentation of frequently asked questions, it transitions the screen of the payment app 20 to a corresponding page; when the response processor 170 activates a chatbot, it activates a chatbot engine (not shown) (which may be different from the first model 194) to cause the payment app 20 to start a chat; when the response processor 170 activates an automatic procedure, it performs an automatic procedure such as changing the charge upper limit; when the response processor 170 activates coupon provision, it activates a mini-app of a coupon issuer and displays a screen for coupon provision; and when the response processor 170 activates manned support, it arranges for an operator, etc. Furthermore, when the response processor 170 activates guidance to mini-apps for other services, it causes the payment app 20 to display mini-apps provided by other services (such as shopping, auctions, flea markets, finance, insurance, securities, and real estate) that are linked to the electronic payment service. A mini-app is displayed within the payment app 20 screen or in a pop-up format, and the display content is controlled or determined by the other service. By directing users to the mini-apps of other services, service collaboration based on the concept of cross-selling can be realized. When directing users to other services, the corresponding processing unit 170 causes the payment app 20 to display, for example, a phone number for contacting the other service (same as above) that collaborates with the electronic payment service, or a URL for accessing the site of the other service. The first model 194 (first processing unit 140) causes the payment app 20 to display a screen or message corresponding to the second processing unit 160's selection of a corresponding channel.

[0050] By performing this processing, the information processing device can interpret the user's request and select an appropriate response channel. Specifically, by separately configuring the first model 194 and the second model 195, each can be specialized for the required function, preventing hallucination of the AI. Furthermore, in constructing the second model 195 for selecting a response channel, premise information specific to the service to which the information processing device is applied is required rather than broad information including collective intelligence. Therefore, by separating this from the construction of the first model 194, it becomes possible to appropriately select a response channel.

[0051] 10 and 11 are diagrams illustrating the operation of an information processing device. In the example of FIG. 10, (1) the user issues a message to the information processing device via the payment application 20, saying, "I can't charge. Why?" (2) The first processing unit 140 references the user's information in the knowledge database 193 and replies with a message saying, "It appears the amount you attempted to charge exceeds the daily charge limit (set by the user). Would you like to raise the limit?" (3) The user issues a message to the information processing device saying, "I see. Then raise the limit by 10,000 yen." (4) The first processing unit 140 outputs first model output information to the second processing unit 160, such as "Charge limit exceeded, TOPUP_DAILY_USER_DEFINED_LIMIT error occurred." (5) The second processing unit 160 selects "automatic procedure" by inputting the first model output information into the second model 195. In response to this, the handling processing unit 170 automatically raises the user's charge limit by 10,000 yen. (6) The second processing unit 160 feeds back the result of the selection of the compatible channel to the first processing unit 140. (7) The first processing unit 140 replies with a message saying, "Got it! The upper charge limit has been changed from 30,000 yen to 40,000 yen."

[0052] In the example of FIG. 11 , (1) the user sends a message to the information processing device through the payment application 20, saying, "My card payment is about to be delayed..." (2) The first processing 140 refers to the response rules for the payment server 100 in the knowledge database 193 and replies with the message, "We cannot answer questions about card payments. Please check with the card counter. Number: xxx-xxx-xxx." (3) The user sends a message to the information processing device, saying, "I don't want to call, do you have an email address?" (4) The first processing unit 140 outputs first model output information, for example, "Card-related inquiries cannot be resolved by the payment server," to the second processing unit 160. (5) The second processing unit 160 selects "Guide to other services" by inputting the first model output information into the second model 195. The response processing unit 170 then notifies each unit of a phone number or URL for guidance to other services. (6) The second processing unit 160 feeds back the selection result of the corresponding channel to the first processing unit 140. (7) The first processing unit 140 returns a message saying, "We will introduce the phone number and URL of another service. Number: XXX XXX XXX, URL: XXXXXX."

[0053] According to the embodiment described above, it is possible to interpret the user's request and select an appropriate corresponding channel.

[0054] The above describes the form for carrying out the present invention using an embodiment, but the present invention is not limited to such an embodiment, and various modifications and substitutions can be made within the scope that does not deviate from the gist of the present invention. [Explanation of symbols]

[0055] E. Store Facilities M medium S payment system 10 User terminal device 20. Payment App 100 Payment Server 110 Contents Provider 120 Information Management Department 130 Payment processing unit 140 First Processing Section 150 Estimation part 160 Second Processing Section 170 Response Department 190 Storage section 193 Knowledge Database 194 1st model 195 2nd model

Claims

1. An information processing device applied to an electronic payment service, a first processing unit that acquires text information obtained by converting a request issued by a user into text, and inputs input information including the text information into a first model, thereby acquiring first model output information that represents the request output by the first model; a second processing unit that inputs at least the first model output information into a second model constructed as a model different from the first model, thereby obtaining second model output information indicating which of a plurality of corresponding channels output by the second model matches the request of the user, and selects a corresponding channel that matches the request of the user based on the second model output information; Equipped with The input information includes personal information of the user, The personal information includes information on the user's payment history in the electronic payment service, The first model is a large language model (LLM) that is not publicly available on the network. Information processing device.

2. The response channel includes at least two of the following: displaying frequently asked questions, chatbots, automated procedures, providing coupons, human support, linking to mini-apps for other services, and linking to other services; 2. The information processing device according to claim 1.

3. The personal information includes information on the history of requests made by the user to the electronic payment service.

2. The information processing device according to claim 1.

4. The system further includes an estimation unit that estimates tendency information of a user, The personal information includes estimated tendency information of the user.

2. The information processing device according to claim 1.

5. The tendency information includes behavioral age.

5. The information processing device according to claim 4.

6. The first model further outputs the first model output information based on collective intelligence obtained on the network.

2. The information processing device according to claim 1.

7. the first model queries the user to acquire the text information again before outputting the first model output information; 2. The information processing device according to claim 1.

8. the second processing unit inputs, to the second model, at least a part of the information input to the first model in addition to the first model output information; 2. The information processing device according to claim 1.

9. An information processing device applied to an electronic payment service, a first process of acquiring text information obtained by converting a request issued by a user into text, and inputting input information including the text information into a first model, thereby acquiring first model output information representing the request output by the first model; a second process of inputting at least the first model output information into a second model constructed as a model different from the first model, thereby obtaining second model output information indicating which of a plurality of corresponding channels output by the second model matches the request of the user, and selecting a corresponding channel that matches the request of the user based on the second model output information; Run The input information includes personal information of the user, The personal information includes information on the user's payment history in the electronic payment service, The first model is a large language model (LLM) that is not publicly available on the network. Information processing methods.

10. An information processing device applied to an electronic payment service, a first process of acquiring text information obtained by converting a request issued by a user into text, and inputting input information including the text information into a first model, thereby acquiring first model output information representing the request output by the first model; a second process of inputting at least the first model output information into a second model constructed as a model different from the first model, thereby obtaining second model output information indicating which of a plurality of corresponding channels output by the second model matches the request of the user, and selecting a corresponding channel that matches the request of the user based on the second model output information; A program for executing The input information includes personal information of the user, The personal information includes information on the user's payment history in the electronic payment service, The first model is a large language model (LLM) that is not publicly available on the network. program.

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