Information processing device and program

Abstract

To provide a method for evaluating real staff members that takes into account the activity results of virtual users acting as substitutes for real users. [Solution] In the information processing device, the processor 11 comprises a real staff activity information acquisition unit 111 that receives information related to the activities of real staff from an SNS server or a blog server, a real staff activity performance score calculation unit 112 that calculates the activity performance score of the real staff based on the received information, a virtual staff activity information receiving unit 113 that receives information related to the activities of virtual staff acting as representatives of real staff on the EC site from the EC site server, a virtual staff activity performance score calculation unit 114 that calculates the activity performance score of the virtual staff on the EC site based on the received information, and an overall score calculation unit 117 that calculates an overall score of the real staff by adding the virtual staff activity performance score to the real staff activity performance score on at least one of the SNS and blog service.

Description

[Technical Field]

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

[0002] E-commerce sites (online sales) for apparel and other products are becoming commonplace, and it is expected that in the future there will be more opportunities to open virtual stores in shopping malls in virtual spaces (metaverses) on the Internet. In this environment, just like in real stores, it is important from the perspective of sales promotion that e-commerce sites have staff who can recommend products through dialogue with users, uncover user needs and help realize the products they want, and provide one-on-one customer service to respond to various inquiries.

[0003] Generally, the number of users visiting an e-commerce site is far greater than the number of customers visiting a physical store. Therefore, it is not realistic for real staff to personally serve all users who visit an e-commerce site. It is assumed that virtual staff (also called digital staff) will be created on a computer to replace real staff and serve users in place of the real staff. However, there was no way to evaluate real staff on an e-commerce site, taking into account the customer service provided by the virtual staff and the sales generated by that service. Summary of the Invention [Problem to be solved by the invention]

[0004] The purpose is to provide a method for evaluating actual staff members that takes into account the activity performance of virtual staff members acting as substitutes for the actual staff members. [Means for solving the problem]

[0005] The information processing device of this embodiment comprises a first receiving unit that receives information related to the activities of real staff members in at least one of the SNS and blog service from at least one of an SNS server that provides functions related to the SNS and a blog server that provides functions related to the blog service; a real staff activity performance score calculation unit that calculates a real staff activity performance score that indicates the level of activity performance of the real staff members in at least one of the SNS and blog service based on the received information related to the activities of the real staff members; a second receiving unit that receives information related to the activities of virtual staff members at the EC site who are dispatched in response to a request from the EC site server that provides functions related to the EC site; a virtual staff activity performance score calculation unit that calculates a virtual staff activity performance score that indicates the level of activity performance of the virtual staff members at the EC site based on the received information related to the activities of the virtual staff members; and an overall score calculation unit that calculates an overall score for the real staff members by taking the virtual staff activity performance score into account in the real staff activity performance score in at least one of the SNS and blog service. [Brief explanation of the drawings]

[0006] [Figure 1] FIG. 1 is a configuration diagram of an entire system including an information processing device according to this embodiment. [Figure 2] FIG. 2 is a diagram illustrating a hardware configuration of the information processing apparatus of FIG. [Figure 3] FIG. 3 is a diagram showing an example of an activity performance evaluation rule sheet for existing staff members stored in the storage device of FIG. [Figure 4] FIG. 4 is a diagram showing an example of a virtual staff member activity performance evaluation rule sheet stored in the storage device of FIG. [Figure 5] FIG. 5 is a diagram illustrating a functional configuration of the information processing apparatus of FIG. [Figure 6] FIG. 6 is a diagram showing the data flow of the entire system of FIG. 1 and the processing of the information processing device. [Figure 7]FIG. 7 is a diagram showing an example of the chat room of FIG. [Figure 8] FIG. 8 is a diagram for assisting in explaining the effects of the information processing device according to this embodiment. [Figure 9] FIG. 9 is a diagram showing the functional configuration of an information processing device according to a modified example of this embodiment. [Figure 10] FIG. 10 is a supplementary diagram for explaining the processing of the dividend calculation processing unit in FIG. DETAILED DESCRIPTION OF THE INVENTION

[0007] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. The inventors envisioned that in the future, virtual staff on the Internet who act as substitutes or stand-ins for real staff will be dispatched to e-commerce sites and actually serve customers on the e-commerce sites. They believed that an evaluation method was needed that would take into account the customer service and sales of virtual staff when evaluating the real staff who generated the virtual staff, and thus came up with the present invention.

[0008] In this embodiment, real staff are actual store staff who sell products such as clothes, and virtual staff are virtual staff on the Internet who act as substitutes or stand in for real staff.

[0009] For example, virtual staff members can refer to content (such as posts, articles, reviews, ratings, and messages) actually created and posted by real staff members on social networking services (hereinafter referred to as "SNS"), which are community-based services that promote and support connections between real people, and blog services that allow users to post and display articles about everyday matters and thoughts, and have a generation AI generate comments in response to customer comments, thereby ensuring that the content of the virtual staff members' comments sounds as if they were coming from the real staff members they represent, and that they use language that is natural and would not be out of place as the real staff members would use.Of course, virtual staff members can also be software created based on the profile information, behavioral history, preference information, etc. of the real staff members they represent.

[0010] Typical examples of SNS include Instagram (registered trademark), Facebook (registered trademark), and Twitter (registered trademark), which is now X. Typical examples of blog services include FC2 (registered trademark). Typical examples of e-commerce sites include e-commerce malls such as Rakuten (registered trademark), but they can also be e-commerce sites directly operated by the brand itself.

[0011] The information processing device of this embodiment is a computer device that has the function of comprehensively evaluating real staff by taking into account the activity records of real staff on SNS and blog services as well as the activity records of virtual staff on an EC site, and is typically configured as follows.

[0012] 1, an information processing device 1 according to this embodiment is connected to a communication network, typically an Internet network 9, together with an SNS server 2-1 that provides an SNS, a blog service server 2-2 that provides a blog service (blog service), an EC site server 3 that provides functions related to the EC site, a virtual staff dispatching device 4 that dispatches virtual staff to the EC site, a staff terminal 5 used by real staff, a customer terminal 6 used by real customers, and a company terminal 7 managed by a company to which the real staff belongs. The staff terminal 5, customer terminal 6, and company terminal 7 are realized by PCs, smartphones, tablets, etc.

[0013] As shown in FIG. 2, the information processing device 1 includes a processor 11. A RAM 12, a ROM 13, a storage device 14, and a communication interface (I / F) 17 are connected to the processor 11 via a system bus 10. The SNS server 2-1, the blog service server 2-2, the EC site server 3, the staff terminal 5, the customer terminal 6, and the company terminal 7 are connected to the processor 11 via the communication interface 17. The processor 11 is configured, for example, with a central processing unit (CPU) and a graphics processing unit (GPU). The processor 11 executes programs loaded from the storage device 14 and the ROM 13 into the RAM 12 to perform various calculation processes. The RAM 12 functions as the main memory, work area, etc. of the processor 11. The ROM 13 or the storage device 14 stores a basic input / output system (BIOS), an operating system program (OS), a total score calculation program according to this embodiment, various data required for processing related to the total score calculation program, and the like, all of which are executed by the processor 11. The various types of data include a database that records information on the activities of real staff on SNS and blog services (real staff activity information database), a database that records information on the activities of virtual staff on e-commerce sites (virtual staff activity information database), a sheet that describes the rules for scoring the activities of real staff (scoring sheet for real staff), and a sheet that describes the rules for scoring the activities of virtual staff (scoring sheet for virtual staff).

[0014] Various data such as the overall score calculation program stored in the storage device 14 may be recorded on a removable medium (non-temporary storage medium) such as a USB and distributed to users, or may be distributed by being downloaded to the information processing device 1 via the network 9.

[0015] 3 shows an example of a scoring sheet for real staff stored in storage device 14. As shown in FIG. 3, the scoring sheet for real staff describes multiple evaluation items for evaluating the activity performance of real staff on SNS and blog services. The multiple evaluation items include the number of posts, the number of comments (by the user), the number of reaches (by the user), the number of likes (by the user), the number of saves (by the user), the number of follows, the number of followers, the number of impressions, the number of reaches (by others), the number of likes (by others), the number of saves (by others), the number of website clicks (by others), etc.

[0016] The number of posts indicates the number of times a real staff member posted an article on social media or blog services. The number of comments (by myself) indicates the number of comments that a real staff member made on articles posted by others on social media or blog services. The number of reaches (by myself) indicates the number of times a real staff member viewed content such as articles, photos, or videos posted by others. The number of likes (by myself) indicates the number of times a real staff member responded favorably (empathized) with an article posted by others. The number of saves (by myself) indicates the number of times a real staff member saved content such as articles, photos, or videos posted by others. The number of follows indicates the number of other accounts that a real staff member follows. The number of posts, number of comments (by myself), number of reaches (by myself), number of likes (by myself), number of saves (by myself), and number of follows indicate the active activities of real staff members on social media and blog services and can be used as indicators to evaluate the activities of real staff members on social media and blog services. These numbers indicate the number of times a real staff member responded favorably (empathized) with an article posted by others.

[0017] The number of followers represents the number of users following a real staff member's account and is an indicator of the staff member's popularity and influence. The number of impressions represents the number of times an article posted by a real staff member has been viewed by users and is an indicator of the article's popularity and influence. The number of reaches (by others) refers to the number of times a piece of content, such as an article, photo, or video, posted by a real staff member has been viewed by a unique user. Even if the same user views the content multiple times, the reach of that content is counted as 1. The number of likes (by others) represents the number of times a positive response (sympathy) was shown to an article posted by a real staff member. The number of saves (by others) represents the number of times users saved an article, photo, video, or other content posted by a real staff member. The number of website clicks (by others) represents the number of times a link included in an article posted by a real staff member or in the staff member's profile was clicked by a real staff member and was redirected to the corresponding website. The number of followers, impressions, reaches (by others), likes (by others), saves (by others), and website clicks (by others) represent the evaluations of other people regarding the active activities of real staff on SNS and blog services, and can be used as indicators to evaluate the performance of real staff on SNS and blog services. These numbers represent the number of times others have responded favorably (empathized) with the posts of real staff.

[0018] Comments, reach, likes, saves, and website clicks are indicators of how users interact with a post (article), and are also called engagement, which measures the connection with users and the level of interest they have. The number of reaches, likes, saves, and website clicks are collectively referred to as the number of engagements.

[0019] At the very least, the number of followers is an indicator of the customer-attracting power (sales ability) of actual staff on SNS and blog services, and can also be said to be an indicator for evaluating the inherent abilities of actual staff on SNS and blog services.

[0020] Each evaluation item has a scoring rule. For example, the scoring rule "+20 / 1 time" is set for the evaluation item "Number of posts." This means that the evaluation organization accumulates a "+20" as the actual staff activity performance score each time a real staff member posts an article. Similarly, for the evaluation items "Number of comments (by self)," "Number of reaches (by self)," "Number of likes (by self)," "Number of saves (by self)," "Number of reaches (by others)," "Number of likes (by others)," "Number of saves (by others)," and "Number of website clicks (by others)," a corresponding score is accumulated as the actual staff activity performance score each time the evaluation item is carried out during the evaluation period. Furthermore, the scoring rule "+10 / 1 person" is set for the evaluation item "Number of followers." This means that the actual staff activity performance score accumulates a "+10" for each additional follower during the evaluation period. Similarly, the scoring rule "+1 / 1 time" is set for the evaluation item "Number of impressions." This means that during the evaluation period, every time the number of impressions increases by one, a score of "+1" is accumulated as the actual staff activity performance score.

[0021] It is also possible to set conditions for counting a post as one. For example, for the evaluation item "number of posts," conditions such as the number of characters and the presence or absence of an image may be set so that simple posts are not counted as one post. For the evaluation item "number of likes (by others)," conditions may be set so that multiple "likes" by the same user are counted as one post.

[0022] The scoring rules are not limited to those described above. For example, the scoring rules for the evaluation items "number of followers" and "number of impressions" may use the absolute values ​​of the number of followers and number of impressions at the time of evaluation, or may use the change (increase or decrease) since the previous evaluation. The scoring rules for the evaluation items "number of comments (by user)," "number of reaches (by user)," "number of likes (by user)," "number of saves (by user)," "number of reaches (by others)," "number of likes (by others)," "number of saves (by others)," and "number of website clicks (by others)" may use the change (increase or decrease) since the previous evaluation. For the evaluation items "number of followers" and "number of impressions," a condition may be set that the number of users with a specified attribute is the subject of scoring. Here, the attribute refers to information about followers, such as age, gender, place of residence, hobbies, and preferences. For example, even if a user has 1,000 followers, 700 followers who meet the conditions of age "in their 20s" and gender "female" may be the target number for scoring. Similarly, conditions for scoring may be set for each evaluation item.

[0023] Fig. 4 shows an example of a scoring sheet for virtual staff stored in the storage device 14. As shown in Fig. 4, the scoring sheet for virtual staff describes multiple evaluation items for evaluating the activity performance of the virtual staff on the EC site. The multiple evaluation items include the number of customers served (new), the number of customers served (existing), the number of sessions, the number of customers referred, the number of direct mail replies, the sales amount, the number of sales points, the number of customers who purchased (new), the number of customers who purchased (existing), the conversion rate, the repeat rate, the average customer unit price, etc.

[0024] The number of customers served (new) and the number of customers served (existing) represent the number of new customers and the number of existing customers (repeat customers) who the virtual staff served in the evaluation period, respectively. The number of sessions represents the number of times the virtual staff responded to messages from customers served in chat rooms during the evaluation period. For example, if a virtual staff member responds to a customer's question in a chat room, the number of sessions is counted as one. The number of referred customers represents the number of times customers served during the evaluation period transitioned to a website directed by the virtual staff member in the chat room. The number of direct mail replies represents the number of times a reply was received to a direct mail message, such as a product introduction, sent by the virtual staff member during the evaluation period. For example, a direct mail message from a virtual staff member is sent to a customer who the virtual staff member previously served. The number of served customers (new), the number of served customers (existing), the number of sessions, the number of referred customers, and the number of direct mail replies represent the content of the customer service activities of the virtual staff member on the e-commerce site and can be used as indicators to evaluate the activities of the virtual staff member on the e-commerce site.

[0025] The sales amount and sales points represent the sales amount and sales points, respectively, of the virtual staff member during the evaluation period. The number of purchasers (new) and number of purchasers (existing) represent the number of new customers and existing customers, respectively, who were served by the virtual staff member and ended up purchasing products during the evaluation period. The conversion rate (CV) represents the percentage of customers who were served by the virtual staff member during the evaluation period and ended up purchasing products. The repeat rate represents the percentage of customers who were served by the virtual staff member in the past and purchased products who request the same virtual staff member. The average customer spending represents the average amount spent on products purchased by customers who were served by the virtual staff member and ended up purchasing products. The sales amount, sales points, number of purchasers (new), number of purchasers (existing), conversion rate, repeat rate, and average customer spending represent the results of the virtual staff member's customer service activities on the e-commerce site and can be used as indicators to evaluate the performance of the virtual staff member on the e-commerce site.

[0026] As shown in Figure 4, for example, a scoring rule of "+2 / 1 person" is set for the evaluation item "Number of customers served (new)," and a scoring rule of "+1 / 1 person" is set for the evaluation item "Number of customers served (existing)." This means that during the evaluation period, each time a virtual staff member serves a customer on the e-commerce site, if the customer is a new customer, the virtual staff member activity performance score is increased by "+2," and if the customer is an existing customer, the virtual staff member activity performance score is increased by "+1." Furthermore, a scoring rule of "-1 / 1 time" is set for the evaluation item "Number of sessions." The number of sessions tends to increase when the virtual staff member is unable to provide appropriate answers to customer questions or when the virtual staff member is unable to effectively guide customers to product pages. Therefore, a scoring rule is set for the evaluation item "Number of sessions" such that the virtual staff member activity performance score decreases as the number of sessions increases.

[0027] The scoring rule "10% of sales" is set for the evaluation item "Sales Amount." This means that 10% of the amount of sales made by the virtual staff member during the evaluation period will be added to the virtual staff member activity performance score. The scoring rule "Repeat Rate x 10,000" is set for the evaluation item "Repeat Rate." This means that the repeat rate calculated for the evaluation period multiplied by 10,000 will be added to the virtual staff member activity performance score. A high repeat rate indicates that the quality of customer service provided by the virtual staff member, including their customer service content and attitude, is high, and that they are at least well-received by customers. Therefore, a scoring rule is set for the evaluation item "Repeat Rate" that will increase the virtual staff member activity performance score.

[0028] A scoring rule of "Conversion rate x 1000" is set for the evaluation item "Conversion rate." This means that the conversion rate calculated for the evaluation period multiplied by 1000 will be added to the virtual staff activity performance score. A scoring rule of "5% of average customer unit price" is set for the evaluation item "Average customer unit price." This means that 5% of the average customer unit price calculated for the evaluation period will be added to the virtual staff activity performance score. A high conversion rate and average customer unit price mean that the virtual staff is efficient at serving customers, and so scoring rules are set for the evaluation items "Conversion rate" and "Average customer unit price" that will increase the virtual staff activity performance score.

[0029] As shown in Figure 5, by executing the overall score calculation program, the processor 11 functions as an actual staff activity information acquisition unit 111, an actual staff activity performance score calculation unit 112, a virtual staff activity information receiving unit 113, a virtual staff activity performance score calculation unit 114, a recording unit 115, an overall score acquisition request receiving unit 116, an overall score calculation unit 117, and a transmission unit 118.

[0030] The real staff activity information acquisition unit 111 sends a request to acquire activity information along with each real staff member's account to each of the SNS server 2-1 and the blog service server 2-2, and receives activity information of the real staff member (real staff activity information) from each of the SNS server 2-1 and the blog service server 2-2. The recording unit 115 associates the received real staff member activity information with the real staff member's identification ID and records it in the real staff activity information database. The real staff activity information includes information on multiple evaluation items used to evaluate the real staff member's activity performance, such as the number of posts, the number of comments (by the user), the number of reaches (by the user), the number of likes (by the user), the number of saves (by the user), the number of follows, the number of followers, the number of impressions, the number of reaches (by others), the number of likes (by others), the number of saves (by others), and the number of website clicks (by others), or information for deriving these items.

[0031] The real staff activity performance score calculation unit 112 calculates a real staff activity performance score that indicates the level of the real staff's activity performance on at least one of the SNS and the blog service, based on the real staff activity information. Specifically, the real staff activity performance score calculation unit 112 analyzes the real staff activity information for a predetermined evaluation period, counts the number of times and the number of people for each evaluation item evaluated as the real staff activity performance, scores the counting results for each evaluation item according to the rules specified in the real staff scoring sheet, and normalizes the total score to calculate the real staff's activity performance score for the evaluation period.

[0032] The evaluation period may be a period specified by the user, or may be a predetermined period such as one month or one year.

[0033] The method of scoring the activity performance of actual staff members is not limited to the above, and the activity performance of actual staff members may be scored using a function with multiple evaluation items as variables to calculate the actual staff member activity performance score. Furthermore, instead of adding up and normalizing the scores for each evaluation item, other methods may be used. For example, a weighted average may be used in which a different weighting coefficient is assigned to the score for each evaluation item and the score is adjusted according to the importance. The weighting coefficient and importance may be user-changeable. Alternatively, the score for each evaluation item or the total score for each evaluation item may be converted into a ranking among the multiple actual staff members being evaluated, and the score corresponding to that ranking may be used as the actual staff member activity performance score.A method using standard deviation that indicates how far the score for each evaluation item is from the average may also be used.

[0034] The virtual staff activity information receiving unit 113 receives activity information of the virtual staff (virtual staff activity information) from the EC site server 3. The recording unit 115 records the received virtual staff activity information in the virtual staff activity information database in association with the identification ID of the actual staff represented by the virtual staff. The virtual staff activity information includes information on multiple evaluation items used to evaluate the activity performance of the virtual staff, such as the number of customers served (new), the number of customers served (existing), the number of sessions, the number of customers referred, the number of direct mail replies, the sales amount, the number of sales points, the number of purchasers (new), the number of purchasers (existing), the conversion rate, the repeat rate, and the average customer unit price, or information for deriving these items.

[0035] The virtual staff activity information includes virtual staff customer service information. The virtual staff customer service information corresponds to the chat log between customers who use the chat service provided on the e-commerce site and the virtual staff who serve the customers on the chat service. The chat log includes information on the content of the message, the sender of the message, the date and time the message was sent, the recipient of the message, and customer operation information. By analyzing the chat log, it is possible to identify the number of customers served (new), the number of customers served (existing), the number of sessions, and the number of customers referred.

[0036] The virtual staff activity information also includes virtual staff sales information. The virtual staff sales information includes the customer ID that identifies the customer, the products purchased by the customer, the prices of the products purchased, and the date and time of purchase. By analyzing the sales information, it is possible to identify the sales amount of the virtual staff, the number of purchases (new) and the number of purchases (existing) that purchased products through the virtual staff's customer service, the conversion rate, the repeat rate, and the average price per customer.

[0037] The virtual staff activity performance score calculation unit 114 calculates a virtual staff activity performance score that represents the level of the virtual staff's activity performance on at least one of the SNS and blog services based on the virtual staff activity information. Specifically, the virtual staff activity performance score calculation unit 114 analyzes the virtual staff activity information for a specified evaluation period, counts the number of times, number of people, and amount of money for each evaluation item evaluated as the virtual staff's activity performance, scores the counted results for each evaluation item according to the rules specified in the real staff scoring sheet, and normalizes the total score to calculate the virtual staff's activity performance score for the evaluation period. Note that the evaluation period may be a period specified by the user or may be a predetermined period such as one month or one year. Furthermore, the method for scoring the virtual staff's activity performance is not limited to the above, and various methods such as function, weighted average, score assignment based on ranking, and standard deviation can be used, as in the calculation of the real staff activity performance score.

[0038] The total score acquisition request receiving unit 116 receives a total score acquisition request from the company terminal 7. The total score acquisition request includes an identification ID that identifies the actual staff member for whom the total score is to be calculated, and information regarding the evaluation period designated by the user, which is the period for which the total score is to be calculated.

[0039] The overall score calculation unit 117 calculates a real staff overall score that represents the degree of sales contribution of a real staff member by adding the real staff member's real staff activity performance score and the virtual staff member's activity performance score acting as a substitute for the real staff member during a predetermined evaluation period. Specifically, the overall score calculation unit 117 calculates the average of the real staff member activity performance score and the virtual staff member activity performance score as the real staff member overall score. Of course, as long as the higher the real staff member activity performance score, the higher the real staff member overall score, and the higher the virtual staff member activity performance score, the higher the real staff member overall score, the calculation method for the real staff member overall score is not limited to this. For example, the overall score calculation unit 117 may calculate a weighted average of the real staff member activity performance score and the virtual staff member activity performance score as the real staff member overall score, or may rank the combined score of the real staff member activity performance score and the virtual staff member activity performance score among the staff members to be evaluated, and use the score corresponding to that ranking as the real staff member overall score. The weightings assigned to the actual staff activity performance scores and the virtual staff activity performance scores may be changeable by the user.

[0040] The transmission unit 118 transmits the actual staff member total score to the company terminal 7 together with an identification ID that identifies the actual staff member.

[0041] A specific example of the processing of the virtual staff activity performance score calculation unit 114 will be described below with reference to FIG. 7. FIG. 7 shows the content of messages sent and received between a customer and a virtual staff member via a chat room. As shown in FIG. 7, for example, when six messages are exchanged between a customer and a virtual staff member in a chat room, the virtual staff activity performance score calculation unit 114 analyzes the content of the six sessions and calculates the number of people, the number of sessions, the amount, and the score for each evaluation item. In this example, the following are calculated: number of customers served (existing): 1; number of sessions: 6; number of customers referred: 3; sales amount: 30,000 yen; sales points: 2; number of purchases: 1. The virtual staff activity performance score calculation unit 114 then refers to the virtual staff scoring sheet (see FIG. 4), scores the content of each identified evaluation item, and adds up the scores to calculate a virtual staff activity performance score of "3,175 points."

[0042] Hereinafter, a procedure for the total score calculation process by the information processing device 1 according to this embodiment will be described with reference to Fig. 6. Fig. 6 shows not only the total score calculation process but also the pre-processing for collecting and accumulating various pieces of information that are the basis for calculating the total score.

[0043] As shown in FIG. 6, the real staff activity information acquisition unit 111 transmits a request to acquire real staff activity information together with the account information of the real staff to each of the SNS server 2-1 and the blog service server 2-2 (S11). The real staff activity information is received together with the account information of the real staff from each of the SNS server 2-1 and the blog service server 2-2 (S12). The recording unit 115 then records the received real staff activity information together with the real staff member's identification number in the real staff activity information management database (S13). The processing of steps S11 to S13 is performed, for example, at a fixed time every day, and the activity information of the real staff member for the previous day is acquired. Of course, the processing of steps S11 to S13 may be repeatedly performed at shorter or longer intervals.

[0044] As shown in Fig. 6, the virtual staff dispatching device 4 dispatches virtual staff to serve customers to the EC site server 3. Specifically, the virtual staff dispatching device 4 transmits information about the virtual staff (virtual staff information) such as the virtual staff's identification number and profile information to the EC site server 3. The EC site server 3 registers the virtual staff information received from the virtual staff dispatching device 4 (S21). The process of step S21 is repeatedly executed every time a virtual staff member is dispatched from the virtual staff dispatching device 4, and multiple virtual staff members are registered in the EC site server 3.

[0045] When a customer has a question about a product while shopping on an EC site, the customer sends a request to the EC site server 3, which operates the EC site, via the customer terminal 6 to open a chat room (chatbot) for one-on-one conversation. The EC site server 3 selects a virtual staff member from multiple virtual staff members to serve the customer, and opens a chat room between the customer and the virtual staff member (S22). For example, a virtual staff member who has previously served the same customer is selected, or if a real staff member has served the customer in a physical store, a virtual staff member is selected to represent the real staff member. The method for determining a virtual staff member is not limited to these methods.

[0046] Customers can send messages to the virtual staff via the chat room, such as questions about products. When the EC site server 3 receives a customer's message from the customer terminal 6, it forwards the received message to the virtual staff dispatching device 4 along with the customer's profile information and the identification ID of the selected virtual staff. The virtual staff dispatching device 4 references information about the real staff represented by the virtual staff, which is stored in the SNS and blog service, to generate a response message for the virtual staff member responding to the customer's message (S23), and sends the generated response message to the EC site server 3. As a result, the response message of the virtual staff member dispatched by the virtual staff dispatching device 4 is displayed in the chat room.

[0047] When a customer closes the chat room, the EC site server 3 transmits customer service information (chat log) representing the history of message transmission and reception between the customer and the virtual staff member via the chat room to the information processing device 1. The customer service information is an example of virtual staff member activity information. Of course, the customer service information may be transmitted in real time or periodically. The virtual staff member activity information receiving unit 113 receives the customer service information from the EC site server 3 (S24), and the recording unit 115 records the information in the virtual staff member activity information management database (S25). The processes of steps S22 to S25 are repeatedly executed each time the virtual staff member serves a customer, and thereby the virtual staff member activity information is accumulated in the information processing device 1.

[0048] As shown in FIG. 7, when the EC site server 3 receives a product purchase request from the customer terminal 6, it executes various processes such as payment processing and delivery arrangement processing (S31), and transmits sales information to the information processing device 1, including a product ID identifying the purchased product, the price of the purchased product, a customer ID identifying the purchasing customer, and an identification ID of the actual staff member representing the virtual staff member who served the customer. Sales information is an example of virtual staff activity information. The virtual staff activity information receiving unit 113 receives the sales information from the EC site server 3 (S32), and the recording unit 115 records the received sales information in the virtual staff activity information database (S33). The processes of steps S31 to S33 are repeatedly executed each time a customer served by a virtual staff member purchases a product, and virtual staff activity information is thereby accumulated in the information processing device 1.

[0049] As shown in FIG. 7, the total score acquisition request receiving unit 116 receives a total score acquisition request from the company terminal 7 (S41). Upon receiving the total score acquisition request, each unit executes a calculation process for each score for the evaluation period specified by the user. The actual staff activity performance score calculation unit 112 refers to the actual staff activity information database, analyzes the actual staff activity information, and calculates the actual staff activity performance score for the evaluation period according to the actual staff scoring sheet (S42). The virtual staff activity performance score calculation unit 114 refers to the virtual staff activity information database, analyzes the virtual staff activity information, and calculates the virtual staff activity performance score for the evaluation period according to the virtual staff scoring sheet (S43). The total score calculation unit 117 calculates the total score for the actual staff for the evaluation period by adding the virtual staff activity performance score for the evaluation period to the actual staff activity performance score for the evaluation period (S44). The transmission unit 118 transmits the actual staff member overall score to the company terminal 7 together with an identification ID that identifies the actual staff member in response to the overall score acquisition request from the company terminal 7 (S45). Note that the process of calculating and transmitting the actual staff member overall score may be executed periodically, without being triggered by the reception of an acquisition request.

[0050] The effects of the information processing device 1 according to this embodiment will be described below with reference to FIG. 8. As shown in FIG. 8, the information processing device 1 according to this embodiment can provide a new evaluation method for calculating an overall score representing the degree of sales contribution by real staff members, by adding a virtual staff member activity performance score representing the degree of activity performance of virtual staff members acting as a proxy for real staff members on an e-commerce site to a real staff member activity performance score representing the degree of activity performance of real staff members on an SNS and blog service. One feature of this new evaluation method is that the calculation of the overall score for real staff members takes into account not only the activity performance of real staff members but also the activity performance of virtual staff members. Because virtual staff members are substitutes (clones) of real staff members and are generated using information about real staff members, the activity performance of the virtual staff members can be considered to be the activity performance of the real staff members. Therefore, by adding the activity performance of the virtual staff members to the overall score for real staff members, real staff members can be fairly evaluated.

[0051] It is also important to evaluate the activity performance of real staff members based on their active activities on SNS and blog services, such as the number of posts, comments (by them), reaches (by them), likes (by them), saves (by them), and follows. Such active activities by real staff members on SNS and blog services may increase the number of users who show interest in the real staff members, and these users may purchase products introduced by the real staff members. Therefore, it is important to consider the evaluation of the active activities of real staff members on SNS and blog services when calculating the activity performance score (total score) of the real staff members in order to properly evaluate the real staff members. In particular, in cases where, as in the present embodiment, the comments made by virtual staff members when serving customers are generated by a generation AI that references past posts made by real staff members on SNS and blog services, the active activities of real staff members on SNS and blog services affect the customer service quality of the virtual staff members, such as their knowledge, content of comments, and tone of voice. Therefore, the active activities of real staff on SNS and blog services indirectly contribute to the activity performance of virtual staff. For this reason, it is important to take into account the active activity evaluation of real staff on SNS and blog services when calculating the activity performance score (total score) of real staff in order to fairly evaluate real staff.

[0052] Similarly, it is also important to evaluate the activity performance of real staff members based on the evaluations of their active activities on social media and blogging services by others, such as the number of followers, impressions, reach (by others), likes (by others), saves (by others), and website clicks (by others). Others' evaluations of the active activities of real staff members can be said to represent the popularity and influence of the real staff members. Naturally, therefore, products introduced by popular (influential) real staff members are likely to be purchased by others who evaluate the real staff members. Therefore, taking into account the evaluations of other people's active activities on social media and blogging services when calculating the real staff member's activity performance score (overall score) is important for fair evaluation of real staff members.

[0053] It is also important to evaluate the performance of virtual staff based on the content of their customer service activities on the e-commerce site, such as the number of customers served (new), the number of customers served (existing), the number of sessions, the number of customers referred, and the number of direct mail replies. Naturally, the more opportunities virtual staff have to serve customers online, and the more customers they refer to a product site, the more likely the customer is to purchase a product. Therefore, it is important to take into account the content of the customer service activities of virtual staff on the e-commerce site when calculating the virtual staff's performance score (the overall score of real staff) in order to properly evaluate real staff.

[0054] It is also important to evaluate the performance of virtual staff members based on the results of their customer service activities on the e-commerce site, such as sales amount, sales points, number of purchasers (new), number of purchasers (existing), conversion rate, repeat rate, and average customer spending. Because these evaluation items directly represent the sales contribution of virtual staff members, it is important to consider the results of the customer service activities of virtual staff members on the e-commerce site when calculating the virtual staff members' performance score (total score of real staff members) in order to fairly evaluate real staff members.

[0055] In this embodiment, the total score of the actual staff member is calculated from two types of scores, the virtual staff member activity performance score and the actual staff member activity performance score. As shown in Figure 8, the real staff activity performance score can be divided into multiple types of scores depending on the content of the activity performance. For example, the real staff activity performance score can be divided into a real staff activity evaluation score, which is an index that evaluates the active activities of real staff on SNS and blog services, and a real staff performance evaluation score, which is an index of others' evaluations of the active activities of real staff on SNS and blog services. The real staff activity evaluation score is calculated based on the number of posts, number of comments (by the user), number of reaches (by the user), number of likes (by the user), number of saves (by the user), and number of follows. The real staff performance evaluation score is calculated based on the number of followers, number of impressions, number of reaches (by others), number of likes (by others), number of saves (by others), and number of website clicks (by others).

[0056] As shown in Figure 8, the virtual staff activity performance score can be divided into several types of scores depending on the content of the activity performance. For example, the virtual staff activity performance score can be divided into a virtual staff activity evaluation score that evaluates the content of the customer service activities of the virtual staff on the e-commerce site, and a virtual staff performance evaluation score that evaluates the results of the customer service activities by the virtual staff. The virtual staff activity evaluation score is calculated based on the number of customers served (new), the number of customers served (existing), the number of sessions, the number of referred customers, and the number of direct mail replies. The virtual staff performance evaluation score is calculated based on the sales amount, sales points, the number of purchasers (new), the number of purchasers (existing), the conversion rate, the repeat rate, and the average customer unit price.

[0057] The total score of the actual staff may be calculated based on at least one of the actual staff activity evaluation score and the actual staff activity evaluation score, and one of the virtual staff activity evaluation score and the virtual staff performance evaluation score. Of course, the total score of the actual staff may be calculated based on at least one of the four types of scores shown in Figure 8, or may be calculated based on at least one evaluation item out of all evaluation items.

[0058] An important concept of the present invention is to evaluate real users based on the online activity records of virtual users acting as surrogates for the real users. The virtual users are evaluated based on their personality, knowledge, speech, and other factors, and are then dispatched to e-commerce sites, virtual museums, virtual exhibitions, virtual companies, and virtual research laboratories. The virtual users' personality, knowledge, speech, and other factors are influenced by information about the real users used to generate the virtual users. Information about real users reflects the real users' thoughts, experiences, and careers, such as profile information of real staff, information posted by real staff on social networking sites and blogging services, and written information created by real staff to generate the virtual users. Therefore, the online activity records of virtual users should be evaluated as the activity records of the real users who generated them. Evaluating real users based on the activity records of virtual users ensures a fair evaluation of real users.

[0059] Therefore, the method for evaluating the activity records of real users, the method for evaluating the activity records of virtual users, and the method for comprehensively evaluating real users based on the activity records of real users and the activity records of virtual users are not limited to this embodiment. Furthermore, the method for acquiring various information necessary for calculating the overall score of real staff members is also not limited to this embodiment. For example, the information acquired from the SNS server 2-1, the blog service server 2-2, and the EC site server 3 may be acquired via another server, or may be acquired by connecting an external storage device, such as a USB memory stick, on which the information acquired from the SNS server 2-1, the blog service server 2-2, and the EC site server 3 is stored to the information processing device 1.

[0060] In this embodiment, the activity records of the virtual staff on the e-commerce site are taken into account in addition to the activity records of the real staff on the SNS and blog service. However, the real staff may be evaluated comprehensively, including not only the activity records of the real staff on the SNS and blog service but also the activity records of the real staff at the physical store. Furthermore, the activity records of the real staff at the physical store may be used instead of the activity records of the real staff on the SNS and blog service. Furthermore, the destination of the virtual user is not limited to the e-commerce site. That is, the information processing device may calculate a comprehensive evaluation of the real user by taking into account the activity records of the real staff on at least one of the SNS and blog service and the activity records of the virtual user on the Internet. For example, the virtual user may be dispatched as a virtual guide at a virtual art museum or exhibition realized on the Internet, as a virtual receptionist at a virtual company realized on the Internet, or as a virtual researcher at a virtual research institute on the Internet.

[0061] The information processing device 1 according to this embodiment performs the calculation process for the total score of the actual staff member, but may also be configured to perform the calculation process for the dividend based on the total score of the actual staff member. Hereinafter, the information processing device 1 according to the modified example will be described with reference to Figs. 9 to 11.

[0062] 9, the processor 11 executes the dividend calculation program stored in the storage device 24, thereby functioning as an actual staff activity information acquisition unit 111, an actual staff activity performance score calculation unit 112, a virtual staff activity information receiving unit 113, a virtual staff activity performance score calculation unit 114, a recording unit 115, a total score acquisition request receiving unit 116, a total score calculation unit 117, a transmitting unit 118, a dividend calculation request receiving unit 121, and a dividend calculation unit 122. Here, the dividend calculation request receiving unit 121 and the dividend calculation unit 122, and the components related to their processing will be described.

[0063] The dividend calculation request receiving unit 121 receives a dividend calculation request from the company terminal 7. The dividend calculation request includes an identification ID that identifies each of the multiple actual staff members who are the subject of calculation, and information regarding the evaluation period. The evaluation period is specified by the user.

[0064] The distribution calculation unit 122 calculates the total sales amount via the virtual staff member from the virtual staff member activity information acquired by the virtual staff member activity information receiving unit 113, and calculates the total distribution amount, which is the source of distribution funds, by multiplying the total sales amount by a predetermined rate. Of course, the method of determining the total sales amount is not limited to the above. For example, information regarding the total sales amount via the virtual staff member may be received from the EC site server 3. The distribution calculation unit 122 calculates the distribution rate for each real staff member based on the overall score of each real staff member, and calculates the distribution amount to be distributed to each real staff member by multiplying the total distribution amount by the distribution rate of the real staff member. For example, the real staff members are ranked according to their overall score, and a predetermined distribution rate for each ranking is determined as the distribution rate for that real staff member. Of course, the method of calculating the distribution rate is not limited to this, and various calculation methods can be used so that the higher the overall score, the higher the distribution rate. For example, as shown in FIG. 10, if 10% of the total sales amount via the virtual staff member is the source of the distribution (N yen), and the distribution rate for actual staff member A with an overall score of 95 is 20%, 20% of the source of the distribution (N x 0.2) is calculated as the distribution. The transmission unit 118 transmits information about the distribution (N x 0.2) to the company terminal 7 together with an ID that identifies the corresponding actual staff member. Of course, since it is sufficient for the company to calculate the distribution amount to be distributed to each actual staff member, the transmission unit 118 may transmit information about the distribution rate (20%) to the company terminal 7 together with an ID that identifies the corresponding actual staff member.

[0065] In this embodiment, the dividend to be distributed to each real staff member from the total sales amount via the virtual staff member is calculated based on the overall score of each real staff member. However, the method of calculating the dividend to be distributed to each real staff member from the total sales amount via the virtual staff member is not limited to this. For example, the dividend to be distributed to each real staff member who represents the virtual staff member may be calculated from the total sales amount via the virtual staff member based on the activity performance score of each virtual staff member.

[0066] Although several embodiments of the present invention have been described, these embodiments are presented as examples and are not intended to limit the scope of the invention. These embodiments can be implemented in various other forms, and various omissions, substitutions, and modifications can be made without departing from the spirit of the invention. These embodiments and their modifications are included within the scope and spirit of the invention, as well as within the scope of the invention described in the claims and their equivalents. [Explanation of symbols]

[0067] 1...information processing device, 2-1...SNS server, 2-2...blog service server, 3...EC site server, 4...virtual staff dispatching device, 5...staff terminal, 6...customer terminal, 7...company terminal.

Claims

1. a first receiving unit that receives information related to the activity results of actual staff members in the SNS and the blog service from an SNS server that provides a function related to the SNS and a blog server that provides a function related to the blog service; an actual staff member activity performance score calculation unit that calculates an actual staff member activity performance score that indicates the level of the actual staff member's activity performance in the SNS and the blog service based on the received information related to the actual staff member's activity performance; a second receiving unit that receives, from an EC site server that provides functions related to the EC site, information related to the activity results of virtual staff members who are dispatched in response to a request from the EC site server and act as substitutes for the actual staff members at the EC site; a virtual staff activity performance score calculation unit that calculates a virtual staff activity performance score that indicates the level of the activity performance of the virtual staff at the EC site based on the received information related to the activity performance of the virtual staff; a total score calculation unit that calculates a total score of the actual staff member by adding the virtual staff member activity performance score to the actual staff member activity performance score; Equipped with The virtual staff is generated based on profile information of the real staff; The information relating to the activity record of the actual staff member includes the number of posts made by the actual staff member to the SNS and the blog service, which represent customer attraction activities for guiding users to the EC site; The information relating to the activity performance of the virtual staff includes the number of customers who have served, which represents customer service activities for users who have visited the EC site. Information processing device.

2. the actual staff activity performance score calculation unit calculates an actual staff activity evaluation score that evaluates the active activities of the actual staff in the SNS and the blog service and an actual staff performance evaluation score that represents the evaluations of others on the active activities of the actual staff based on the received information related to the activity performance of the actual staff, and calculates the actual staff activity performance score based on the actual staff activity evaluation score and the actual staff performance evaluation score; 2. The information processing device according to claim 1.

3. The actual staff activity evaluation score is calculated based on the number of posts.

3. The information processing device according to claim 2.

4. The information relating to the activity record of the actual staff member includes the number of followers following the account of the actual staff member on the SNS and the blog service, and the number of impressions representing the number of times an article posted by the actual staff member has been displayed; The actual staff performance evaluation score is calculated based on the number of followers and the number of impressions.

3. The information processing device according to claim 2.

5. the virtual staff activity performance score calculation unit calculates a virtual staff activity evaluation score that evaluates the content of the customer service activities by the virtual staff at the EC site and a virtual staff performance evaluation score that evaluates the results of the customer service activities by the virtual staff based on the received information related to the activity performance of the virtual staff, and calculates the virtual staff activity performance score based on the virtual staff activity evaluation score and the virtual staff performance evaluation score; 2. The information processing device according to claim 1.

6. The virtual staff activity evaluation score is calculated based on the number of customers served.

6. The information processing device according to claim 5.

7. The information relating to the activity performance of the virtual staff member includes the amount of sales made by the virtual staff member on the EC site, The virtual staff performance evaluation score is calculated based on the sales amount.

6. The information processing device according to claim 5.

8. Further provided is a distribution calculation unit that calculates a distribution to the actual staff or a ratio of a distribution to the actual staff based on the overall score of the actual staff, The distribution amount is distributed to the actual staff member based on sales made through the virtual staff member on the EC site.

2. The information processing device according to claim 1.

9. A computer connected to an SNS server that provides functions related to an SNS and a blog server that provides functions related to a blog service, means for receiving information relating to the activity results of actual staff members in the SNS and the blog service from the SNS server and the blog server; a means for calculating an actual staff member activity performance score representing the level of the actual staff member's activity performance in the SNS and the blog service based on the received information relating to the actual staff member's activity performance; means for receiving, from an EC site server that provides functions related to the EC site, information on the activity results of virtual staff members who are dispatched to the EC site in response to a request from the EC site server and who act as substitutes for the actual staff members; a means for calculating a virtual staff member activity performance score representing the degree of the virtual staff member's activity performance at the EC site based on the received information relating to the activity performance of the virtual staff member; the virtual staff activity performance score is added to the actual staff activity performance score in the SNS and the blog service to calculate a total score of the actual staff; The virtual staff is generated based on profile information of the real staff; The information relating to the activity record of the actual staff member includes the number of posts made by the actual staff member to the SNS and the blog service, which represent customer attraction activities for guiding users to the EC site; The information on the activity performance of the virtual staff includes the number of customers who have served, which represents customer service activities for users who have visited the EC site. program.

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