Chatbot control system, chatbot control method, and program

Abstract

To improve user's conveniences.SOLUTION: A chatbot control system according to an embodiment comprises: a communication control unit that performs, between itself and a communication terminal that a user uses, one or more of transmission and reception of messages constituting a chat dialog that indicates conversation between the user and a chatbot; a reception unit that receives a notification notifying the communication terminal of a request for the initiation of a first chat dialog; and a standby control unit that exercises control to keep the first chat dialog corresponding to the notification received by the reception unit waiting while a second chat dialog is executed at the communication terminal. When it is determined that the second chat dialog is not executed while the plurality of first chat dialogs are kept waiting, the communication control unit transmits, to the communication terminal, a list of information that identifies a plurality of first chat dialogs.SELECTED DRAWING: Figure 4

Description

Technical Field

[0001] The present invention relates to a chatbot control system, a chatbot control method, and a program.

Background Art

[0002] In recent years, in social networking services (SNS) and the like, message services for sending and receiving messages between users have been on the rise. The sending and receiving of messages by such message services is not limited to the method performed between users, and services that use a chatbot, which is a program that automatically conducts conversations by text or voice, as a counterpart are also on the rise.

[0003] For example, in order to cooperate with an external system, a technique has been proposed for prompting a user to have a dialogue using a chatbot. As a specific example, a technique has been proposed in which a chatbot generates and outputs a message for interacting with a user based on data acquired from an external system, as described in Patent Document 1. By the chatbot outputting a message and prompting the user to have a dialogue, it facilitates collecting information to be transmitted to the external system.

[0004] Such a dialogue using a chatbot (hereinafter also referred to as a chat dialogue) has, in addition to the method that starts according to the input of a message from the user, a method that starts according to a request from an external system.

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, when a push notification is sent to start a chat dialog in response to a request from an external system, the user who receives the push notification may already be running a chat dialog. A message to start another chat dialog may be inserted while a chat dialog is running. Furthermore, there may be multiple such messages. In such situations, it is necessary to control the user so that they can select and act on the multiple messages.

[0006] In view of the above problems, embodiments of the present invention aim to improve user convenience by implementing control that sends a list of chat dialogs to the user for selection when multiple other chat dialogs are notified while a chat dialog is being executed. [Means for solving the problem]

[0007] To solve the above-mentioned problems, the present invention provides a chatbot control system comprising: a communication control unit that transmits and receives one or more messages constituting a chat dialog representing the interaction between a user and a chatbot to a communication terminal used by the user; a reception unit that receives a notification indicating a request to start a first chat dialog to the communication terminal; and a standby control unit that controls the reception unit to keep the first chat dialog in standby mode while a second chat dialog is being executed on the communication terminal, wherein the communication control unit, when it determines that the second chat dialog is not being executed while a plurality of the first chat dialogs are in standby mode, transmits a list of information identifying the plurality of first chat dialogs to the communication terminal. [Effects of the Invention]

[0008] According to embodiments of the present invention, user convenience is improved by allowing the user to select a chat dialog. [Brief explanation of the drawing]

[0009] [Figure 1] Figure 1 is a diagram showing an example of a business process according to the first embodiment. [Figure 2] Figure 2 is a hardware configuration diagram of the chat cloud service, business management integration cloud service, schedule management integration cloud service, and survey integration cloud service according to the first embodiment. [Figure 3] Figure 3 is a hardware configuration diagram of a smartphone according to the first embodiment. [Figure 4] Figure 4 illustrates the chat cloud service, business management system, business management integration cloud service, schedule management system, schedule management integration cloud service, survey system, survey integration cloud service, and functional blocks implemented on a smartphone according to the first embodiment. [Figure 5] Figure 5 shows a portion of the chat scenarios stored by the chat scenario storage unit 17 according to the first embodiment. [Figure 6] Figure 6 is an example of a display screen shown in a smartphone according to the first embodiment. [Figure 7] Figure 7 is a conceptual diagram illustrating the chatbot control in the business process according to the first embodiment. [Figure 8] Figure 8 is a sequence diagram showing the processes performed in the business process according to the first embodiment. [Figure 9] Figure 9 shows an example of a chat dialog screen corresponding to a business report, displayed on a smartphone according to the first embodiment. [Figure 10] Figure 10 is an example of a list screen displayed on a smartphone according to the first embodiment, for selecting a chat dialog corresponding to a pending push notification. [Figure 11]Figure 11 is a diagram illustrating the chat cloud service, business management system, business management integration cloud service, schedule management system, schedule management integration cloud service, survey system, survey integration cloud service, and functional blocks implemented on a smartphone according to the second embodiment. [Figure 12] Figure 12 is a sequence diagram showing the processes performed in the business process according to the second embodiment. [Figure 13] Figure 13 is a conceptual diagram illustrating the processing that takes place between the external system and the chat cloud service 10 according to the second embodiment. [Figure 14] Figure 14 is a diagram illustrating functional blocks implemented in the third embodiment, including a chat cloud service, business management system, business management integration cloud service, scheduling system, scheduling management integration cloud service, survey system, survey integration cloud service, smartphone, and AI control system. [Figure 15] Figure 15 is a flowchart showing the processing procedure for generating a trained model in the AI ​​control system according to the third embodiment. [Figure 16] Figure 16 is a sequence diagram showing the processes performed in the business process according to the third embodiment. [Figure 17] Figure 17 is a sequence diagram showing the processes performed in the business process according to the fourth embodiment. [Modes for carrying out the invention]

[0010] Hereinafter, with reference to the attached drawings, embodiments of the chatbot control system, chatbot control method, and program according to the present invention applied to business processing will be described in detail.

[0011] (First Embodiment) FIG. 1 is a diagram showing an example of the business processing system 1 according to the first embodiment. In the example shown in FIG. 1, as the business processing system 1 according to the present embodiment, a chat cloud service 10, a business management cooperation cloud service 20, a business management system 25, a schedule management cooperation cloud service 30, a schedule management system 35, a questionnaire cooperation cloud service 40, a questionnaire system 45, and a smartphone 60 are provided.

[0012] The smartphone 60 is a communication terminal capable of communicating with an external system environment such as the chat cloud service 10 via the communication network 100. In the present embodiment, the case where the smartphone 60 is used as an example of the communication terminal used by the user will be described. Note that the present embodiment does not limit the communication terminal used by the user to the smartphone 60. The communication terminal may be any terminal having a communication interface for connecting to the communication network 100, and for example, a tablet terminal, a PC (Personal Computer), a PDA (Personal Digital Assistant), or a wearable PC (such as a sunglass type or a wristwatch type) may be used.

[0013] The smartphone 60 only needs to operate browser software or application software for performing chat. For example, a car navigation device, a game machine, a television receiver, etc. can also be communication terminals used by the user.

[0014] The chat cloud service 10, the business management cooperation cloud service 20, the business management system 25, the schedule management cooperation cloud service 30, the schedule management system 35, the questionnaire cooperation cloud service 40, the questionnaire system 45, and the smartphone 60 are connected via the communication network 100.

[0015] Note that the connection between the business management cooperation cloud service 20 and the business management system 25, between the schedule management cooperation cloud service 30 and the schedule management system 35, and between the questionnaire cooperation cloud service 40 and the questionnaire system 45 is not limited to the mode of being connected via the communication network 100. For example, they may be connected via a LAN (Local Area Network).

[0016] The communication network 100 is a wide area network to which external devices can be connected. For example, it may be the Internet that interconnects a plurality of computer networks. Furthermore, the communication network 100 may include a mobile communication network with base stations at the terminals.

[0017] The chat cloud service 10, the business management cooperation cloud service 20, the schedule management cooperation cloud service 30, and the questionnaire cooperation cloud service 40 are system environments (an example of an external cooperation system) provided to offer the user the business services described later as cloud services via the communication network 100. The business services provided by the chat cloud service 10, the business management cooperation cloud service 20, the schedule management cooperation cloud service 30, and the questionnaire cooperation cloud service 40 according to this embodiment are not limited to cloud services. For example, they may be services provided by an ASP (Application Service Provider).

[0018] The chat cloud service 10, the business management cooperation cloud service 20, the schedule management cooperation cloud service 30, and the questionnaire cooperation cloud service 40 are services realized by, for example, an information processing device having a computer configuration or a system composed of a plurality of computers. The specific hardware configuration of the computer will be described later.

[0019] Furthermore, the chat cloud service 10, the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40 are not limited to a system environment where the provider of business services and the provider of computer-based systems are separate entities, such as cloud services, but may also be provided in an on-premise environment.

[0020] The business management system 25, the scheduling management system 35, and the survey system 45 are one or more information processing devices provided for the purpose of providing business services. The business management system 25, the scheduling management system 35, and the survey system 45 provide business services to external devices (e.g., various integrated cloud services) via the communication network 100 in response to requests from external sources. In this embodiment, the business management system 25, the scheduling management system 35, and the survey system 45 are shown as an example of being operated in an on-premise environment, but they may also be provided as cloud services.

[0021] The business management system 25 is a system for managing business operations. For example, the business management system 25 provides a service for managing business report documents.

[0022] The business report document management service is a service for managing business report documents created by users. The business report document management service receives business report documents created by users and may, if necessary, report those business report documents to the relevant personnel (e.g., supervisors) of the user.

[0023] The business report document management service according to this embodiment uses the business management linkage cloud service 20 and the chat cloud service 10 to allow the user to input the contents of each item in the business report document in the form of questions from a chatbot when creating the business report document.

[0024] The Schedule Management System 35 is a system for providing schedule management services. Schedule management services manage various types of schedules. For example, it can manage user and meeting room schedules within any given company.

[0025] Furthermore, the scheduling service includes functions for coordinating meeting dates and other arrangements between one or more users. For example, the scheduling function could, upon receiving a meeting request from one user, inquire about the availability of multiple users participating in the meeting, thereby enabling the scheduling of a meeting that multiple users can attend. In addition, the scheduling service may also secure meeting rooms for the relevant dates using a meeting room scheduling function.

[0026] Furthermore, the scheduling service may have the following functions: • Share calendars with people in the same group • The person who made the reservation can check the schedule of registered meetings, etc. • Set reminders for a specific time, such as 30 minutes before the scheduled time.

[0027] The scheduling management service according to this embodiment uses the scheduling management integration cloud service 30 and the chat cloud service 10 to execute chat dialogs in the form of questions from a chatbot, allowing users to request meeting scheduling, inquire about available dates and times, check schedules, and receive date and time reminders.

[0028] The survey system 45 is a system for providing survey services. The survey service conducts various surveys for users.

[0029] The survey service according to this embodiment can execute a chat dialog related to survey input in the form of questions from a chatbot by using the survey linkage cloud service 40 and the chat cloud service 10.

[0030] This embodiment describes an example in which business services such as business management, schedule management, and surveys are performed in separate systems, but these business services may also be performed in a single system.

[0031] Thus, the business management system 25, the scheduling management system 35, and the survey system 45 can request the chat cloud service 10 to execute a chat dialog by a chatbot via a linked cloud service (for example, the business management linked cloud service 20, the scheduling linked cloud service 30, and the survey linked cloud service 40). In this embodiment, various business services can be provided by executing the chat dialog.

[0032] To execute the chat dialog, the business management system 25, the scheduling management system 35, and the survey system 45 send the necessary data to the linked cloud service (for example, the business management linked cloud service 20, the scheduling linked cloud service 30, and the survey linked cloud service 40) to execute the chat dialog.

[0033] <Chatbot control system> In this embodiment, a chatbot control system combining the business management integration cloud service 20, the schedule management integration cloud service 30, or the survey integration cloud service 40, and the chat cloud service 10, executes a chatbot dialogue with the user (hereinafter referred to as a chat dialog) in response to a request from a business system (for example, the business management system 25, the schedule management system 35, or the survey system 45). This embodiment is not limited to a combination of the business management integration cloud service 20, the schedule management integration cloud service 30, or the survey integration cloud service 40, and the chat cloud service 10; it may be implemented using various system combinations.

[0034] The business management integration cloud service 20 is a system environment (cloud service) provided for integration with business services (for example, a business report document management service) provided by the business management system 25. In this embodiment, the business management integration cloud service 20 sends a push notification to the chat cloud service 10 that executes a chat dialog in a scenario corresponding to a request from the business management system 25.

[0035] The schedule management integration cloud service 30 is a system environment (cloud service) provided for integration with the schedule management service provided by the schedule management system 35. In this embodiment, the schedule management integration cloud service 30 sends a push notification to the chat cloud service 10 that executes a chat dialog in a scenario corresponding to a request from the schedule management system 35.

[0036] The survey integration cloud service 40 is a system environment (cloud service) provided for integration with the survey service provided by the survey system 45. In this embodiment, the survey integration cloud service 40 sends a push notification to the chat cloud service 10 in response to a request from the survey system 45, in order to execute a chat dialog in a scenario corresponding to the request.

[0037] The chat cloud service (an example of a chat control system) 10 provides various services using a chat system for sharing information such as text, audio, and video among multiple users in real time. The shared information is not limited to text and may include images and audio, but in this embodiment, for the sake of explanation, we will describe a case where text is mainly used for notifications. For example, the chat system may provide a voice call function between groups. The voice call may be one-to-one or one-to-many (≧2).

[0038] While LINE (registered trademark), Slack, and Microsoft Teams (registered trademark) are well-known chat systems, any chat system capable of sending notifications to one or more users via a chatbot (a program that performs pre-defined processes) will suffice.

[0039] The chat cloud service 10 executes a chat dialog using a chatbot with a communication terminal (e.g., a smartphone 60) used by the user. In this embodiment, the chat cloud service 10 can provide the results of the chat dialog to a business system (business management system 25, schedule management system 35, or survey system 45) via a linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40).

[0040] The conditions under which the chat cloud service 10 initiates a chat dialog can be anything; for example, it may be when it receives a message containing a predetermined keyword from a communication terminal used by the user (e.g., a smartphone 60), or when it receives a push notification request from a linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40).

[0041] Next, the hardware configuration of the chat cloud service 10, the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40 will be described. The hardware configuration of the chat cloud service 10, the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40 can consist of one or more information processing devices.

[0042] <<Hardware configuration for chat cloud service, business management integration cloud service, schedule management integration cloud service, and survey integration cloud service>> Figure 2 is a hardware configuration diagram of the chat cloud service 10, business management integration cloud service 20, schedule management integration cloud service 30, and survey integration cloud service 40 according to this embodiment. The hardware configuration shown in Figure 2 is shown as an example. The chat cloud service 10, business management integration cloud service 20, schedule management integration cloud service 30, and survey integration cloud service 40 are implemented by running a general server OS on the hardware configuration shown in Figure 2.

[0043] In particular, the chat cloud service 10, the business management integration cloud service 20, the scheduling integration cloud service 30, and the survey integration cloud service 40 are services built on a platform provided by any vendor, and are therefore not limited to the hardware configuration shown in Figure 2; any hardware configuration is acceptable. By using this platform, business service providers can offer any service without being aware of the hardware configuration.

[0044] As shown in Figure 2, the information processing device for realizing the chat cloud service 10, the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40 is constructed using one or more computers and includes, as shown in Figure 2, a CPU 201, ROM 202, RAM 203, HD 204, HDD (Hard Disk Drive) controller 205, display 206, external device connection I / F (Interface) 208, network I / F 209, data bus 210, keyboard 211, pointing device 212, DVD-RW (Digital Versatile Disk Rewritable) drive 214, and media I / F 216.

[0045] CPU 201 controls the overall operation of each of the following: chat cloud service 10, business management integration cloud service 20, schedule management integration cloud service 30, and survey integration cloud service 40. ROM 202 stores programs used to drive CPU 201, such as IPL. RAM 203 is used as the work area for CPU 201. HD 204 stores various data, such as programs. HDD controller 205 controls the reading or writing of various data to HD 204 according to the control of CPU 201. Display 206 displays various information such as cursors, menus, windows, characters, or images. External device connection I / F 208 is an interface for connecting various external devices. In this case, external devices include, for example, USB (Universal Serial Bus) memory and printers. Network I / F 209 is an interface for data communication using the communication network 100. Data bus 210 is an address bus and data bus, etc., for electrically connecting each component, such as CPU 201, as shown in Figure 2.

[0046] The keyboard 211 is a type of input means equipped with multiple keys for inputting characters, numbers, and various instructions. The pointing device 212 is a type of input means for selecting and executing various instructions, selecting processing targets, and moving the cursor. The DVD-RW drive 214 controls the reading or writing of various data to the DVD-RW 213, which is an example of a removable recording medium. Note that it is not limited to DVD-RW, but may also be DVD-R, etc. The media I / F 216 controls the reading or writing (storage) of data to the recording medium 515, such as flash memory.

[0047] Furthermore, the hardware configuration shown in Figure 2 may be applied to various systems. For example, the hardware configuration shown in Figure 2 may be applied to the business management system 25, the scheduling management system 35, and the survey system 45, respectively.

[0048] <<Smartphone Hardware Configuration>> Figure 3 is a hardware configuration diagram of a smartphone 60 according to the first embodiment. As shown in Figure 3, the smartphone 60 includes a CPU 301, ROM 302, RAM 303, EEPROM 304, CMOS sensor 305, image sensor I / F 306, acceleration / direction sensor 307, media I / F 309, and GPS receiver 311.

[0049] Of these, the CPU 301 controls the overall operation of the smartphone 60. The ROM 302 stores programs used to drive the CPU 301, such as the CPU 301 and IPL. The RAM 303 is used as the work area for the CPU 301. The EEPROM 304 reads or writes various data, such as smartphone programs, according to the control of the CPU 301. The CMOS (Complementary Metal Oxide Semiconductor) sensor 305 is a type of built-in imaging means that captures an image of a subject (mainly a self-portrait) according to the control of the CPU 301 to obtain image data. Note that it may be an imaging means such as a CCD (Charge Coupled Device) sensor instead of a CMOS sensor. The image sensor I / F 306 is a circuit that controls the driving of the CMOS sensor 305. The acceleration / direction sensor 307 is a type of sensor such as an electronic magnetic compass, gyrocompass, or acceleration sensor that detects the Earth's magnetic field. The media I / F 309 controls the reading or writing (storage) of data to or from the recording medium 308, such as flash memory. The GPS receiver 311 receives GPS signals from GPS satellites.

[0050] The smartphone 60 also includes a long-range communication circuit 312, a CMOS sensor 313, an image sensor interface 314, a microphone 315, a speaker 316, an audio input / output interface 317, a display 318, an external device connection interface 319, a short-range communication circuit 320, an antenna 320a for the short-range communication circuit 320, and a touch panel 321.

[0051] Of these, the long-distance communication circuit 312 is a circuit that communicates with other devices via the communication network 100. The CMOS sensor 313 is a type of built-in imaging means that captures an image of a subject and obtains image data according to the control of the CPU 301. The image sensor interface 314 is a circuit that controls the driving of the CMOS sensor 313. The microphone 315 is a built-in circuit that converts sound into electrical signals. The speaker 316 is a built-in circuit that converts electrical signals into physical vibrations to produce sound such as music and speech. The sound input / output interface 317 is a circuit that processes the input and output of sound signals between the microphone 315 and the speaker 316 according to the control of the CPU 301. The display 318 is a type of display means such as liquid crystal or organic EL (electroluminescence) that displays images of the subject and various icons. The external device connection interface 319 is an interface for connecting various external devices. The short-distance communication circuit 320 is a communication circuit such as NFC (Near Field Communication) or Bluetooth (registered trademark). The touch panel 321 is a type of input method that allows the user to operate the smartphone 60 by pressing the display 318.

[0052] Furthermore, the smartphone 60 is equipped with a bus line 310. The bus line 310 is an address bus, data bus, etc., for electrically connecting each component, such as the CPU 301 shown in Figure 3.

[0053] <<Software Configuration>> Figure 4 is a diagram illustrating the functional blocks implemented by the chat cloud service 10, business management system 25, business management linkage cloud service 20, schedule management system 35, schedule management linkage cloud service 30, survey system 45, survey linkage cloud service 40, and smartphone 60 according to this embodiment.

[0054] In this embodiment, the business management service provided by the business management system 25 is provided to the user's smartphone 60 as a chat dialog related to business management via the chat cloud service 10 and the business management linkage cloud service 20.

[0055] Furthermore, the scheduling management service provided by the scheduling management system 35 is delivered to the user's smartphone 60 as a chat dialog related to scheduling management via the chat cloud service 10 and the scheduling management integration cloud service 30.

[0056] Furthermore, the survey service provided by the survey system 45 is delivered to the user's smartphone 60 as a chat dialog related to the survey via the chat cloud service 10 and the survey linkage cloud service 40.

[0057] In this embodiment, various business services (e.g., business management services, scheduling services, and survey services) are provided as chat dialogs in the form of questions from a chatbot. In this case, the user may be interrupted by requests to start chat dialogs corresponding to each of the multiple business services. In other words, a user may be interrupted by a conversation from another chatbot while they are interacting with one chatbot. In such a case, the user may become confused about which chatbot to respond to.

[0058] Therefore, in this embodiment, the chat cloud service 10, the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40 are controlled to ensure that when a user is interacting with one chatbot, the system waits for interaction with other chatbots.

[0059] Furthermore, while a user is interacting with a single chatbot, multiple push notifications indicating requests for further interaction from the chatbot may be sent. In such cases, it is common practice for interactions with chatbots to proceed in the order in which the push notifications were received, after the interaction with the first chatbot has ended.

[0060] However, there are priorities that should be considered when interacting with chatbots. Therefore, if interactions with chatbots are conducted in the order in which push notifications are received, there is a concern that users may not be able to immediately address chat dialogs that require immediate attention.

[0061] Therefore, this embodiment manages chat dialogs received as push notifications while a conversation with the chatbot is taking place. After the conversation with the chatbot ends, a list of the managed chat dialogs is presented to the user. The user can then select a chat dialog they wish to start from the list, and the selected chat dialog will be executed. This allows the user to select a chat dialog they want to start immediately, thereby improving work efficiency. This embodiment describes the case where two chat dialogs are waiting, but three or more chat dialogs may also be waiting. The same control is performed even when three or more chat dialogs are waiting.

[0062] The schedule management integration cloud service 30 sends and receives data with the schedule management system 35 connected to the communication network 100 in order to provide the schedule management service as a chat dialog.

[0063] The schedule management integration cloud service 30 includes a communication control unit 31, a business integration control unit 32, a push notification standby unit 33, and a push notification control unit 34. Each of these functional units of the schedule management integration cloud service 30 is realized by the CPU 201 shown in Figure 2 reading a program stored in the HD 204 and using the RAM 203 as a working area.

[0064] The schedule management integration cloud service 30 according to this embodiment controls the execution of a chat dialog corresponding to the schedule management service provided by the schedule management system 35. For example, when the schedule management integration cloud service 30 according to this embodiment receives data related to a business service from the schedule management system 35, it requests the chat cloud service 10 to execute a chat dialog in a scenario corresponding to the said schedule management service.

[0065] The communication control unit (an example of an external communication control unit) 31 transmits and receives data with external devices connected to the communication network 100 via the network I / F 209.

[0066] For example, the communication control unit 31 sends and receives data related to the schedule management service from the schedule management system 35. Furthermore, the communication control unit 31 sends and receives data related to chat dialogs based on the schedule management service with the chat cloud service 10.

[0067] The business collaboration control unit 32 works in conjunction with the schedule management system 35 to control the provision of business services related to schedule management to users. Furthermore, when the business collaboration control unit 32 receives data related to business services from the schedule management system 35, it identifies the identification information of the scenario corresponding to that business service and sends a request to the push notification waiting unit 33 to inquire about a push notification to start a chat, along with the identification information of that scenario.

[0068] The push notification waiting unit 33 queries the chat cloud service 10 to determine whether or not it is permissible to send a push notification. If the push notification waiting unit 33 receives a response from the chat cloud service 10 indicating that the push notification is permitted, it requests the push notification control unit 34 to send the push notification. On the other hand, if the push notification waiting unit 33 receives a response from the chat cloud service 10A indicating that the push notification is not permitted, it queries again after a predetermined period of time (for example, 5 minutes). This query is repeated until the push notification is permitted.

[0069] In this way, the push notification waiting unit 33 controls the system to wait before sending a push notification to the chat cloud service 10, based on information received from the chat cloud service 10 indicating whether or not to allow push notifications from the chat cloud service 10 (an example of information indicating that notifications should be put on hold).

[0070] After the control to put the device into standby mode is completed, the push notification control unit 34, in accordance with a request from the push notification standby unit 33, sends a push notification of the chat dialog to the chat cloud service 10 via the communication control unit 31, along with the scenario identification information and data related to the business service (e.g., scheduling service). The push notification sent includes the identification information of the smartphone 60 that requested the chat dialog.

[0071] In this manner, the communication control unit 31 of the schedule management integration cloud service 30 sends a push notification to the chat cloud service 10 under the control of the push notification control unit 34.

[0072] The survey integration cloud service 40 sends and receives data with the survey system 45 connected to the communication network 100 in order to provide the survey service as a chat dialog.

[0073] The survey integration cloud service 40 includes a communication control unit 41, a business integration control unit 42, a push notification standby unit 43, and a push notification control unit 44. The communication control unit 41, the business integration control unit 42, the push notification standby unit 43, and the push notification control unit 44 have the same functions as those of the schedule management integration cloud service 30, so their description is omitted.

[0074] The business management integration cloud service 20 includes a communication control unit 21, a business integration control unit 22, a push notification standby unit 23, and a push notification control unit 24. The communication control unit 21, the business integration control unit 22, the push notification standby unit 23, and the push notification control unit 24 have the same functions as those of the schedule management integration cloud service 30, so their description is omitted.

[0075] The chat cloud service 10 includes a communication control unit 11, a chat frontend 12, a chat scenario control unit 13, a chat execution determination unit 14, a push notification reception unit 15, and a push notification management unit 16. Each of these functional units of the chat cloud service 10 is realized by the CPU 201 shown in Figure 2 reading a program stored in the HD 204 and using the RAM 203 as a working area. The chat scenario storage unit 17 is also provided in the HD 204.

[0076] In this embodiment, the chat cloud service 10 can initiate a chat dialogue with the requesting smartphone 60 in a scenario corresponding to the business service, in accordance with push notifications from the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40.

[0077] The chat scenario storage unit (an example of a chat dialog storage unit) 17 stores chat scenarios corresponding to business services. Figure 5 is a diagram showing a part of the chat scenarios stored by the chat scenario storage unit 17 according to this embodiment. In the example shown in Figure 5, the chat scenario, indicated by the identification information, includes a message output by the chatbot and an action object that the user can input in response to that message.

[0078] In this embodiment, a message is information transmitted using language or other symbols, which can be input and output by both the chatbot and the user as a chat dialog (dialogue). In this embodiment, an example in which string information using language is used as a message will be described. Messages in this embodiment are not limited to string information using language, but may also be symbols, stamps (icons), numbers, alphabets, codes, etc. An action object is a message that the user can input.

[0079] The chat information 510 shown in Figure 5 includes "Enter Deal Details" 511 and "Schedule a Meeting" 512 as action objects for starting a chat dialog. The user can enter "Enter Deal Details" 511 or "Schedule a Meeting" 512 by typing text or by clicking the displayed buttons.

[0080] The chat dialog starts when the user enters either "Enter a business opportunity" 511 (an example of an opening message) or "Schedule a meeting" 512 (an example of an opening message). Figure 5 shows the case when "Enter a business opportunity" 511 is entered. The explanation for the case when "Schedule a meeting" 512 is entered is omitted.

[0081] Chat information 520 is a scenario that occurs when the user enters "Enter business negotiation information" 511. The chatbot outputs "Who did you meet with?" 521 according to the scenario shown in chat information 520. The user then enters the name of the person they met with 522 as text in response to the inquiry "Who did you meet with?" 521.

[0082] Chat information 530 is a scenario that occurs when the user enters the name of the person they are meeting with 522. The chatbot outputs "What did you talk about?" 531 according to the scenario shown in chat information 530. The user then enters the meeting details 532 as text in response to the inquiry "What did you talk about?" 531.

[0083] Chat information 540 is a scenario that occurs when the user enters the meeting details 532. The chatbot outputs "Thank you for your hard work. Shall we report this to your supervisor?" 541 according to the scenario shown in chat information 540. The user then responds to the question "Thank you for your hard work. Shall we report this to your supervisor?" 541 with either "Yes" 542 or "No" 543. If "Yes" 542 is entered, the chat dialog continues. If "No" 543 (an example of an ending message) is entered, the chat scenario ends.

[0084] As shown in Figure 5, the chat scenario storage unit 17 stores a series of input or output messages in association with each other, from the start message that marks the beginning of the chat dialog to the end message that marks the end of the chat dialog.

[0085] Furthermore, by having chat dialogues conducted according to scenarios stored in the chat scenario memory unit 17, users can process tasks in a chat format. In the example shown in Figure 5, the user can create and submit a business report for a business negotiation, associating the business partner with the negotiation details, by continuously answering questions from the chatbot.

[0086] Returning to Figure 4, the communication control unit 11 transmits and receives data with external devices connected to the communication network 100 via the network interface 209.

[0087] For example, the communication control unit 11 receives an inquiry from the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40) asking whether it is okay to send a push notification to start a chat dialog. If it is okay to send a push notification, the communication control unit 11 receives a push notification from the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40).

[0088] The push notification receiving unit 15 receives push notifications from the business management integration cloud service 20, the schedule management integration cloud service 30, and the survey integration cloud service 40 via the communication control unit 11, each indicating a request to start a chat dialog.

[0089] Furthermore, the communication control unit 11 sends and receives one or more messages that constitute a chat dialog representing the interaction between the user and the chatbot, to and from the smartphone 60 used by the user.

[0090] The communication control unit 11 sends and receives messages from the time the chat dialog is started by sending or receiving a start message until it sends or receives an end message corresponding to the start message.

[0091] The start message and end message may be messages sent from the chat cloud service 10 to the smartphone 60, or messages sent from the smartphone 60 to the chat cloud service 10. Furthermore, the start message and end message may be string information entered as text, or string information corresponding to a button selected from the display screen.

[0092] The chat execution determination unit 14, upon receiving a push notification inquiry via the communication control unit 11, determines whether or not a chat dialog is being executed between the push notification recipient smartphone 60 and the chatbot. The chat execution determination unit 14 then sends the determination result to the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40).

[0093] For example, if the chat execution determination unit 14 determines that a chat dialog is being executed (in progress) between the smartphone 60 and the chatbot, the chat execution determination unit 14 notifies the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40) to wait for a chat dialog that will respond to push notifications.

[0094] As a result, the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40) will control the waiting period for push notifications. Specifically, the linked cloud service will send another push notification after a predetermined time (for example, 5 minutes) has elapsed.

[0095] The method used by the chat execution determination unit 14 to determine whether or not a chat dialog is being executed can be any method. For example, the chat execution determination unit 14 may determine whether or not a chat dialog is being executed based on the dialog start status. The dialog start status is a status that indicates whether or not a conversation is in progress, and is switched by the chat scenario control unit 13, which will be described later. In other words, the chat execution determination unit 14 determines whether or not a chat dialog is being executed depending on whether or not the dialog start status, which is controlled by the chat scenario control unit 13, which will be described later, is on.

[0096] In this embodiment, the chat scenario control unit 13 sets the dialog start status to ON when it starts a dialogue with the user. The chat scenario control unit 13 sets the dialog start status to OFF when it ends a dialogue. This puts it in a state where it is ready to receive push notifications. When a push notification request is received in this state, the dialog corresponding to the push notification can be executed. In addition, in the chat dialog that corresponds to a push notification, the dialog start status is set to ON at the start, and the chat dialog corresponding to the push notification is started.

[0097] While a chat dialog with a user is running, multiple push notification inquiries may be received. Therefore, the push notification management unit 16 according to this embodiment manages the push notifications for which inquiries have been received.

[0098] For example, while a chat dialog is running, each time a push notification inquiry is received, the chat execution determination unit 14 notifies the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40) to wait for the chat dialog corresponding to the push notification. The push notification management unit 16 then records information about the push notification each time it sends a notification to wait.

[0099] Information regarding push notifications includes, for example, information identifying the chat dialog corresponding to the push notification, the linked cloud service that sent the push notification, and at least one of the reception numbers that received the push notification. Note that any information that identifies the push notification is acceptable.

[0100] After the chat dialog ends, the push notification management unit 16 instructs the chat scenario control unit 13 to send a list containing information identifying the chat dialog corresponding to the recorded push notification (for example, a name that identifies the chat dialog executed by the push notification). The chat scenario control unit 13 then controls the chat frontend 12 to display the list on the smartphone 60 in the form of a question from the chatbot.

[0101] As a result, if the communication control unit 11 determines that no chat dialogs have been executed while multiple push notifications (and their corresponding chat dialogs) are waiting, it sends a list of the names of the chat dialogs corresponding to the waiting push notifications to the smartphone 60, according to the chat frontend 12.

[0102] The chat frontend 12 then receives a response from the smartphone 60 via the communication control unit 11 regarding the next push notification it wants to execute.

[0103] The chat execution determination unit 14, upon receiving a push notification inquiry via the communication control unit 11, determines whether or not to execute a chat dialog corresponding to the push notification based on the response from the smartphone 60. In other words, if it determines that the inquiry from the smartphone 60 is from a push notification that should be executed next, it decides to execute the chat dialog; if it determines that the inquiry is not from a push notification that should be executed next, it decides not to execute the chat dialog.

[0104] The push notification receiving unit 15 receives a push notification indicating a request to start a chat dialog, which is output from the linked cloud service (business management linked cloud service 20, schedule management linked cloud service 30, or survey linked cloud service 40), when the chat execution determination unit 14 determines that it is permissible to execute the chat dialog.

[0105] This executes a chat dialog corresponding to the received push notification. In other words, when the communication control unit 11 receives a selection result from the smartphone 60 from any of the selection items in the list, it sends a message to the smartphone 60 that constitutes the chat dialog indicated by the selected item, in accordance with the control from the chat scenario control unit 13.

[0106] In this embodiment, by performing the control described above, a chat dialog can be executed to respond to user requests.

[0107] The chat scenario control unit 13 refers to the chat scenarios stored in the chat scenario storage unit 17 and performs scenario control to execute a chat dialog based on a push notification.

[0108] In this embodiment, the chat scenario control unit 13 performs scenario control for executing a chat dialog based on a push notification received by the push notification receiving unit 15.

[0109] Based on the control by the chat scenario control unit 13, the chat frontend 12, as a chatbot, controls the sending and receiving of messages with a communication terminal such as a smartphone 60.

[0110] The chatbot according to this embodiment is an application (program) that performs automated tasks in order to engage in a chat-based dialogue with a user. When a user inputs text or voice, the chatbot analyzes the content and presents information according to the scenario control by the chat scenario control unit 13. It also receives text or voice input from the user and executes tasks. The tasks to be executed vary depending on the business service corresponding to the current chat dialogue.

[0111] The chat cloud service 10 according to this embodiment can adjust the timing of initiating a chat dialogue with the smartphone 60 through the control described above.

[0112] The smartphone 60 includes a communication control unit 61 and a chat application 62. These functions of the smartphone 60 are realized when the CPU 301 shown in Figure 3 reads a program stored in the EEPROM 304 and uses the RAM 303 as a working area.

[0113] The communication control unit 61 transmits and receives data to and from external devices connected to the communication network 100 via the long-distance communication circuit 312.

[0114] For example, the communication control unit 61 sends and receives messages according to the control of the chat application 62, which will be described later.

[0115] The chat application 62 is an application for chatting with the chat cloud service 10. The chat application 62 may use any well-known application, as long as it is capable of sending and receiving messages with the chat cloud service 10.

[0116] The display control unit 63 controls the display of the chat application 62 on the display 318.

[0117] Figure 6 is an example of a display screen shown in the smartphone 60 according to this embodiment. The display screen shown in Figure 6 shows a message display field 611 and a text message input field 601.

[0118] As shown in Figure 6, the message display area 611 may also display buttons ("Enter Deal" button 602 and "Schedule" button 603) for entering a message to start the next chat dialog after any chat dialog has ended.

[0119] When the "Enter Deal Details" button 602 is pressed, a chat dialog box will be displayed according to a chat scenario for providing business reports related to the deal.

[0120] Additionally, if the "Schedule Meeting" button 603 is pressed, a chat dialog box will be displayed according to a chat scenario for scheduling a meeting.

[0121] In this embodiment, a chat dialog box provided by the business service can be executed by accepting a press of a button displayed on the screen. In this way, the business service can be easily used through user operation.

[0122] Figure 7 is a conceptual diagram illustrating the chatbot control in the business processing system 1 according to this embodiment. In the example shown in Figure 7, the business management system 25 provides a business system calendar.

[0123] If the business system calendar has a schedule set for User 1 today as "Meeting with Company A from 16:00 to 17:00", the business management system 25 will request the submission of a business report from the business management integration cloud service 20 once 17:00 has passed.

[0124] As a result, the business integration control unit 22 of the business management integration cloud service 20 identifies a scenario (e.g., Scenario 1) that corresponds to the request for submission of a business report, and requests a push notification from the push notification control unit 24 along with the parameters required for Scenario 1 (e.g., 17:00). The push notification control unit 24 then sends a push notification indicating the request for Scenario 1 to the chat cloud service 10. This push notification includes the parameters required for Scenario 1 (e.g., 17:00).

[0125] Then, the chat scenario control unit 13 of the chat cloud service 10 refers to the chat scenario storage unit 17 and reads the first scenario indicated in the push notification. Then, it generates a message by assigning the parameters included in the push notification (e.g., 17:00) to the read first scenario.

[0126] The chat frontend 12 then sends the message generated according to the scenario by the chat scenario control unit 13 to the smartphone 60 used by the first user.

[0127] As a result, a message corresponding to the business service is displayed on the smartphone 60. The first user generates a business report related to the business negotiation by entering various strings according to the message displayed on the screen. The generated business report is provided from the business linkage control unit 22 to the business management system 25 via the communication control unit 21. Furthermore, the generated business report may also be sent from the business linkage control unit 22 to the smartphone 60A used by the first user's supervisor via the communication control unit 21. This enables supervisor reporting regarding meetings.

[0128] Next, since a chat dialog is open when a push notification is sent, we will explain a method to keep the chat dialog corresponding to the push notification in a waiting state.

[0129] Figure 8 is a sequence diagram showing the processing performed in the business processing system 1 according to this embodiment.

[0130] First, the user enters a message (an example of an introductory message) from the chat application 62 to the chatbot regarding business services, requesting to schedule an appointment. This message can be entered as text or by pressing the "Schedule Appointment" button 603.

[0131] As a result, the chat frontend 12 of the chat cloud service 10 receives a message from the smartphone 60 (or its communication control unit 61) indicating a scheduling request (an example of an initiation message) (S801).

[0132] The chat cloud service 10 controls the setting to turn on the dialog start status (S802). Specifically, the chat frontend 12 of the chat cloud service 10 outputs to the chat scenario control unit 13 that it will start a chat dialog for scheduling. When the chat scenario control unit 13 receives input to start the dialog, it outputs an instruction to the chat execution determination unit 14 to set the dialog start status to ON. The chat execution determination unit 14 can determine that a chat dialog is being executed on the smartphone 60 based on the setting from the chat scenario control unit 13 (dialog start status is ON).

[0133] The chat scenario control unit 13 sets the dialog start status and performs scenario control to execute a chat dialog corresponding to scheduling. As a result, a chat dialog for scheduling is executed between the chat frontend 12 and the smartphone 60.

[0134] The chat scenario control unit 13 receives the information necessary for scheduling via a chat dialog with the smartphone 60. The chat cloud service 10 (specifically the chat scenario control unit 13) then sends the scheduling request, along with the entered information, to the scheduling management linkage cloud service 30 via the communication control unit 11 (S803).

[0135] When the business linkage control unit 32 of the schedule management linkage cloud service 30 receives a schedule adjustment request via the communication control unit 31, it sends a schedule adjustment based on the received information to the schedule management system 35 via the communication control unit 31 (S804).

[0136] Subsequently, the scheduling management system 35 processes the scheduling based on the received conditions (S805). In this process, inquiries are made to multiple users regarding their available time slots, and meeting rooms are reserved as needed.

[0137] Meanwhile, the chat scenario control unit 13 of the chat cloud service 10 sends the scheduling request to the scheduling management integration cloud service 30 and then instructs the chat frontend 12 to output a scheduling request completion message (an example of a completion message) to end the scheduling chat dialog.

[0138] The chat frontend 12, in accordance with the instructions, outputs a message to the smartphone 60 indicating that the scheduling request has been completed (an example of a completion message) (S806). This allows the user of the smartphone 60 to recognize that the scheduling request has been completed.

[0139] The chat cloud service 10 then performs control to turn off the dialog start status (S807). Specifically, the chat scenario control unit 13 outputs an instruction to the chat execution determination unit 14 to set the dialog start status to off. This allows the chat execution determination unit 14 to recognize that the chat dialogue with the smartphone 60 has been completed.

[0140] Next, the user enters a message requesting a business report (an example of an opening message) from the chat application 62 to the chatbot. The message requesting a business report can be entered as text, or by pressing the "Enter Business Opportunity" button 602.

[0141] As a result, the chat frontend 12 receives a message from the smartphone 60 (from its communication control unit 61) indicating a request for a business report (an example of an initiation message) (S808).

[0142] The chat cloud service 10 then controls the system to turn on the dialog start status (S809). Specifically, the chat scenario control unit 13 outputs an instruction to the chat execution determination unit 14 to set the dialog start status to ON. As a result, the chat execution determination unit 14 recognizes that a chat dialog is being executed with the smartphone 60.

[0143] The chat scenario control unit 13 sets the dialog start status and performs scenario control to execute a chat dialog corresponding to the business report. As a result, a chat dialog for reporting the business is executed between the chat frontend 12 and the smartphone 60.

[0144] Meanwhile, the survey-linked cloud service 40 (specifically, its push notification waiting unit 43) inquires with the chat cloud service 10 (specifically, its chat execution determination unit 14) whether or not it is acceptable to send a push notification (S810).

[0145] The chat cloud service 10 (specifically the chat execution determination unit 14) checks whether the chat dialog corresponding to the push notification received in S810 can be executed based on the dialog start status (S811). In the sequence diagram shown in Figure 8, the chat execution determination unit 14 determines that it cannot be executed because the dialog start status is ON.

[0146] Figure 9 shows an example of a chat dialog screen corresponding to a business report, displayed on a smartphone 60. In the example screen shown in Figure 9, the user inputs information for a business report in response to questions from the chatbot. In other words, the chat dialog by the chatbot is started when the user presses the "Enter Business Deal" button 602. Then, in response to questions 902 and 904 from the chatbot, the user inputs information 903 and 911 corresponding to the questions as text. In this state, if a message regarding a survey is displayed based on a push notification, the user may not know how to respond. Therefore, in this embodiment, the execution of a chat dialog corresponding to a push notification is suppressed while the chat dialog is in progress.

[0147] Returning to Figure 8, the chat cloud service 10 (specifically its chat execution determination unit 14) sends a message to the survey linkage cloud service 40 via the communication control unit 11 indicating that it will wait for a push notification (push notification NG) (S812). The chat cloud service 10 may also send reception number 1 along with the message that it will wait for a push notification.

[0148] As a result, the push notification waiting unit 43 of the survey-linked cloud service 40 performs control to wait for a predetermined time to elapse before outputting a push notification (S813).

[0149] Meanwhile, the chat cloud service 10 (specifically its push notification management unit 16) records information about the pending push notifications (for example, reception number 1 and the name of the chat dialog to be executed by the push notification) in the RAM 203 (S814).

[0150] After the scheduling management system 35 has finished processing the scheduling adjustment, it outputs information indicating the scheduling adjustment results to the scheduling management linked cloud service 30 (S815).

[0151] When the schedule management collaboration cloud service 30 (the business collaboration control unit 32) receives information indicating the schedule adjustment results, the schedule management collaboration cloud service 30 (the push notification waiting unit 33) inquires with the chat cloud service 10 (the chat execution determination unit 14) whether or not it is OK to send a push notification (S816).

[0152] The chat cloud service 10 (specifically the chat execution determination unit 14) checks whether the chat dialog corresponding to the push notification received in S816 can be executed based on the dialog start status (S817). In the sequence diagram shown in Figure 8, the chat execution determination unit 14 determines that it cannot be executed because the dialog start status is ON.

[0153] The chat cloud service 10 (specifically, its chat execution determination unit 14) sends a message to the schedule management linkage cloud service 30 via the communication control unit 11 indicating that it will wait for a push notification (push notification NG) (S818). The chat cloud service 10 may also send the reception number 2 along with the message indicating that it will wait for a push notification.

[0154] As a result, the push notification waiting unit 33 of the schedule management linked cloud service 30 performs control to wait for a predetermined time to elapse before outputting a push notification (S819).

[0155] Meanwhile, the chat cloud service 10 (specifically its push notification management unit 16) records information about the pending push notifications (for example, reception number 2 and the name of the chat dialog to be executed by the push notification) in the RAM 203 (S820).

[0156] The chat cloud service 10 (specifically the chat scenario control unit 13) receives input of information necessary for business reporting via a chat dialog with the smartphone 60, and then sends the business report request along with the input information to the business management linkage cloud service 20 via the communication control unit 11 (S821). The business management linkage cloud service 20 outputs a business report to the business management system 25 based on the received request. This allows the business management system 25 to manage the business report.

[0157] Meanwhile, the chat frontend 12 outputs a work report completion message (an example of a completion message) to the smartphone 60 (S822). This allows the user of the smartphone 60 to recognize that the work report has been completed.

[0158] Then, the chat cloud service 10 controls the dialog start status to turn it off (S823).

[0159] The chat cloud service 10 (specifically its communication control unit 11) sends a request to the smartphone 60 to display a list of chat dialog names corresponding to the pending push notifications (S824). Specifically, the push notification management unit 16 instructs the chat scenario control unit 13 to send a list containing information identifying the chat dialog corresponding to the recorded push notification (for example, the name of the chat dialog). The chat scenario control unit 13 controls the chat frontend 12 to display the list on the smartphone 60 in the form of a question from the chatbot. As a result, the smartphone 60 displays the list.

[0160] Figure 10 is an example of a list screen displayed on a smartphone 60 for selecting a chat dialog corresponding to a pending push notification. In the example screen shown in Figure 10, after the business report dialog has ended with the termination message 1001, a list message 1002 is displayed.

[0161] In the example shown in Figure 10, the next chat dialogs to be executed are displayed as a survey request button 1011 and a scheduling button 1012. The user can then select either the survey request button 1011 or the scheduling button 1012 as the next chat dialog they wish to execute.

[0162] The chat cloud service 10 (specifically its communication control unit 11) then receives the selection result associated with the button selected from the list screen displayed on the smartphone 60 (S825). In the example shown in Figure 8, the chat cloud service 10 receives that the scheduling button 1012 has been selected.

[0163] After a predetermined amount of time has elapsed, the survey-linked cloud service 40 (specifically, its push notification waiting unit 43) again queries the chat cloud service 10 (specifically, its chat execution determination unit 14) to determine whether or not it is okay to send a push notification (S826). S826 is the second query for reception number 1.

[0164] The chat cloud service 10 (specifically the chat execution determination unit 14) checks in S826 whether a chat dialog corresponding to the push notification that received the inquiry can be executed, based on the dialog start status. Furthermore, even if the dialog start status is off, the chat execution determination unit 14 checks in S826 whether a chat dialog corresponding to the push notification that received the inquiry can be executed, based on the selection result from the list (S827).

[0165] Specifically, the chat execution determination unit 14 determines that the chat dialog should not be executed because the user's selection result (the scheduling button 1012, in other words, the selection of reception number 2) does not match the survey request (reception number 1) received in S826.

[0166] The chat cloud service 10 (specifically, its chat execution determination unit 14) sends a message to the survey integration cloud service 40 via the communication control unit 11 indicating that it will wait for a chat dialog corresponding to a push notification (push notification NG) (S828).

[0167] As a result, the push notification waiting unit 43 of the survey-linked cloud service 40 performs control to wait for a predetermined time to elapse before outputting a push notification (S829).

[0168] After a predetermined amount of time has elapsed, the schedule management integration cloud service 30 (specifically, its push notification waiting unit 33) makes a follow-up inquiry to the chat cloud service 10 (specifically, its chat execution determination unit 14) regarding whether or not it is permissible to send a push notification (S830). S830 is the follow-up inquiry for reception number 2.

[0169] The chat cloud service 10 (specifically the chat execution determination unit 14) checks whether a chat dialog corresponding to a push notification can be executed based on the dialog start status. If it is confirmed that it can be executed, the chat execution determination unit 14 checks whether a chat dialog corresponding to the push notification for which an inquiry was received in S830 can be executed based on the selection result from the list (S831).

[0170] The chat execution determination unit 14 determines that the chat dialog can be executed because the user's selection result (the scheduling button 1012, in other words, the selection of reception number 2) matches the scheduling result (reception number 2) received by S830.

[0171] Then, the chat execution determination unit 14 sends a message to the schedule management integration cloud service 30 indicating that push notifications are permitted (push notification OK) (S832).

[0172] Then, the push notification control unit 34 of the schedule management linked cloud service 30 outputs a request for a push notification to the chat cloud service 10, which includes (information indicating the schedule adjustment result) and scenario identification information (S833).

[0173] Then, the chat cloud service 10 controls the dialog start status to turn on (S834).

[0174] The chat frontend 12 of the chat cloud service 10 executes a chat dialog corresponding to the push notification S833. Specifically, when the push notification receiving unit 15 of the chat cloud service 10 receives a push notification request, the chat scenario control unit 13 generates a chat dialog message to display the scheduling result based on the parameters indicated in the push notification (information indicating the scheduling result) and the scenario identification information.

[0175] Then, the chat frontend 12 starts the chat dialog along with outputting the generated start message (S835).

[0176] The chat cloud service 10 (specifically its push notification management unit 16) deletes information related to the push notification corresponding to the executed chat dialog (for example, reception number 2 and the name of the chat dialog executed by the push notification) from the RAM 203 (S836).

[0177] After outputting the scheduling result, the chat frontend 12 outputs an end message (an example of an end message) to terminate the chat dialog for the scheduling result, in accordance with the instructions of the chat scenario control unit 13 (S837).

[0178] Then, the chat cloud service 10 controls the dialog start status to turn off (S838).

[0179] The chat cloud service 10 (specifically its communication control unit 11) sends a request to the smartphone 60 to display the name of the chat dialog corresponding to the pending push notification (S839). This allows the user to recognize that a push notification is pending.

[0180] After a predetermined amount of time has elapsed, the survey-linked cloud service 40 (specifically, its push notification waiting unit 43) makes a further inquiry to the chat cloud service 10 (specifically, its chat execution determination unit 14) regarding whether or not it is permissible to send a push notification (S840). S840 is a second inquiry for reception number 1.

[0181] The chat cloud service 10 (specifically the chat execution determination unit 14) checks whether the chat dialog corresponding to the push notification (reception number 1) received in S840 can be executed based on the dialog start status (S841). The dialog start status is "off," so it is determined that it can be executed. Since the only push notification under standby control is reception number 1, the chat execution determination unit 14 determines that the chat dialog corresponding to the push notification received in S840 can be executed.

[0182] Then, the chat execution determination unit 14 sends a message to the survey integration cloud service 40 indicating that push notifications are permitted (push notification OK) (S842).

[0183] Then, the push notification control unit 44 of the survey-linked cloud service 40 outputs a push notification request to the chat cloud service 10, which includes (information indicating the scheduling results) and scenario identification information (S843).

[0184] Then, the chat cloud service 10 controls the activation of the dialog start status (S844).

[0185] The chat frontend 12 of the chat cloud service 10 runs a chat dialog that responds to push notifications from S843.

[0186] Then, the chat frontend 12 starts the chat dialog along with outputting the generated start message (S845).

[0187] The chat cloud service 10 (specifically the push notification management unit 16) deletes information related to the push notification corresponding to the executed chat dialog (for example, reception number 1 and the name of the chat dialog executed by the push notification) from the RAM 203 (S846).

[0188] After outputting the survey request, the chat frontend 12 outputs an exit message (an example of an exit message) to terminate the chat dialog for the survey request, in accordance with the instructions of the chat scenario control unit 13 (S847).

[0189] Then, the chat cloud service 10 controls the dialog start status to turn off (S848).

[0190] In this embodiment, the business processing system 1, with the configuration described above, can send chat dialogs to the user at appropriate times. In the embodiment described above, an example of querying at predetermined intervals was explained. However, the method is not limited to querying at predetermined intervals; the linked cloud service may detect whether the dialog start status of the chat cloud service 10 has been turned off and query when it has been turned off. In that case, the linked cloud service corresponding to the push notification selected by the user may be controlled to send another push notification.

[0191] (Second embodiment) In the embodiments described above, an example was explained in which each of the linked cloud services (business management linked cloud service 20, schedule management linked cloud service 30, and survey linked cloud service 40) waits for a chat dialog corresponding to a push notification. However, this does not limit the waiting of the chat dialog corresponding to a push notification to an example where the linked cloud service is responsible for this. Therefore, in the second embodiment, a case in which the chat cloud service is responsible for waiting for the chat dialog corresponding to a push notification will be described.

[0192] <<Software Configuration>> Figure 11 is a diagram illustrating the functional blocks implemented by the chat cloud service 10A, business management system 25, business management linkage cloud service 20A, schedule management system 35, schedule management linkage cloud service 30A, survey system 45, survey linkage cloud service 40A, and smartphone 60 according to this embodiment. In the example shown in Figure 11, the same reference numerals are assigned to components similar to those in the first embodiment, and their descriptions are omitted.

[0193] The business management integration cloud service 20A includes a communication control unit 21, a business integration control unit 22A, and a push notification control unit 24A.

[0194] The business linkage control unit 22A works in conjunction with the business management system 25 to control the provision of business services, such as business management services, to users. For example, when the business linkage control unit 22A receives data related to a business service (e.g., a schedule management service) from the schedule management system 35, it identifies the identification information of the scenario corresponding to that business service and sends a request to the push notification control unit 24 to initiate a chat, along with the identification information of that scenario.

[0195] The push notification control unit 24A, in accordance with a request from the business collaboration control unit 22A, sends a push notification to the chat cloud service 10 via the communication control unit 21, indicating a request to start a chat dialog, along with the scenario identification information and data related to the business service (e.g., scheduling service). The push notification sent includes the identification information of the smartphone 60 to which the chat dialog request will be made.

[0196] The schedule management integration cloud service 30A includes a communication control unit 31, a business integration control unit 32, and a push notification control unit 34A. Each of these functional units in the schedule management integration cloud service 30A has the same functionality as those in the business management integration cloud service 20A, and therefore their descriptions are omitted.

[0197] The survey integration cloud service 40A includes a communication control unit 41, a business integration control unit 42, and a push notification control unit 44A. Each of these functional units in the survey integration cloud service 40A is assumed to have the same functions as those in the business management integration cloud service 20A, and therefore their description is omitted.

[0198] In this embodiment, the business management integration cloud service 20A, the schedule management integration cloud service 30A, and the survey integration cloud service 40A send push notifications. The chat cloud service 10 controls the waiting state of the chat dialog corresponding to the push notification.

[0199] The chat cloud service 10A includes a communication control unit 11, a chat frontend 12, a chat scenario control unit 13, a chat execution determination unit 14A, a push notification reception unit 15A, a push notification management unit 16A, and a standby control unit 18A. The chat scenario storage unit 17 is located in the HD204.

[0200] In this embodiment, the chat cloud service 10A, in accordance with push notifications from the business management integration cloud service 20A, the schedule management integration cloud service 30A, and the survey integration cloud service 40A, initiates a chat dialog by a chatbot in a scenario corresponding to the business service to the requesting smartphone 60.

[0201] The push notification receiving unit 15A receives push notifications from the business management integration cloud service 20A, the schedule management integration cloud service 30A, and the survey integration cloud service 40A via the communication control unit 11, each indicating a request to start a chat dialog.

[0202] When the chat execution determination unit 14A receives a push notification, it determines whether or not a chat dialog is being executed between the smartphone 60 used by the user who is the target of the chat in the push notification and the chatbot.

[0203] After the push notification receiving unit 15A receives a push notification, if the chat execution determination unit 14A determines that a chat dialog is being executed (in progress) between the smartphone 60 and the chatbot, the standby control unit 18A performs control to put the chat dialog based on the push notification into standby mode.

[0204] The standby control unit 18A according to this embodiment controls the smartphone 60 to wait for the chat dialog based on a push notification to the smartphone 60 while the chat dialog is being executed, in other words, from the time an initiation message is sent or received until an end message is sent or received between the smartphone 60 and the smartphone 60.

[0205] While a chat dialog is running, the push notification receiving unit 15A may receive multiple push notifications. In this case, the standby control unit 18A controls the chat dialog corresponding to the multiple push notifications to wait.

[0206] The push notification management unit 16A manages the push notifications that the standby control unit 18A has put into standby mode. Each time the standby control unit 18A performs a standby control, the push notification management unit 16A records information about that push notification.

[0207] After the executed chat dialog has completed, the chat execution determination unit 14A determines that the chat dialog has not been executed. The push notification management unit 16A then instructs the chat scenario control unit 13 to send a list containing information identifying the chat dialog corresponding to the recorded push notification (for example, a name identifying the chat dialog executed by the push notification). The chat scenario control unit 13 then controls the chat frontend 12 to display the list on the smartphone 60 in the form of a question from the chatbot. The processing for displaying the list is the same as in the embodiment described above.

[0208] The chat scenario control unit 13 then performs scenario control to execute a chat dialog based on the push notification presented in the response to the push notification that it wants to be executed next.

[0209] Next, since a chat dialog is running when a push notification is sent, we will explain a method to make the chat dialog corresponding to the push notification wait.

[0210] Figure 12 is a sequence diagram showing the processes performed in the business system according to this embodiment.

[0211] In this embodiment, the request for scheduling is made using the same processing procedure as shown in S801 to S806 of Figure 8 in the first embodiment (S1201 to S1206).

[0212] Next, the user initiates a business report request. This initiates processing related to the business report request (S1208-S1209), similar to the processing procedure shown in S808-S809 of Figure 8 in the first embodiment.

[0213] Meanwhile, the survey-linked cloud service 40 (specifically its push notification control unit 34A) sends a push notification containing identification information for the scenario of requesting the survey to the chat cloud service 10 (specifically its push notification receiving unit 15A) (S1210).

[0214] The chat execution determination unit 14A of the chat cloud service 10, upon receiving a push notification, checks whether a chat dialog is being executed between the smartphone 60 used by the user who is the target of the chat in the push notification and the chatbot (S1211). In the sequence diagram shown in Figure 12, it is determined that a chat dialog is being executed (running) between the smartphone 60 and the chatbot.

[0215] Then, the standby control unit 18A controls the system to put the chat dialog based on the push notification received in S1210 into standby mode, and the push notification management unit 16A records information about the standby push notification (for example, reception number 1 and the name of the chat dialog executed by the push notification) in the RAM 203 (S1212).

[0216] Meanwhile, after the schedule management system 35 has finished processing the schedule adjustment, it outputs information indicating the schedule adjustment results to the schedule management linked cloud service 30A (S1213).

[0217] When the schedule management linked cloud service 30 (the business linkage control unit 32A) receives information indicating the schedule adjustment results, the push notification control unit 34A sends a push notification to the chat cloud service 10 (the push notification receiving unit 15A) to display the schedule adjustment results (S1214).

[0218] When the chat execution determination unit 14A receives a push notification, it checks whether a chat dialog is being executed between the smartphone 60 used by the user who is the target of the chat in the push notification and the chatbot (S1215). In the sequence diagram shown in Figure 12, it is determined that a chat dialog is being executed (running) between the smartphone 60 and the chatbot.

[0219] Then, the standby control unit 18A controls the system to put the chat dialog based on the push notification received in S1213 into standby mode, and the push notification management unit 16A records information about the standby push notification (for example, reception number 2 and the name of the chat dialog executed by the push notification) in the RAM 203 (S1216).

[0220] The chat cloud service 10 (specifically the chat scenario control unit 13) receives the information necessary for the business report via a chat dialog with the smartphone 60, and then sends the business report request along with the entered information to the business management linkage cloud service 20 via the communication control unit 11 (S1217). The business management linkage cloud service 20 outputs the business report to the business management system 25. This allows the business management system 25 to manage the business report.

[0221] Meanwhile, the chat frontend 12 outputs a work report completion message (an example of a completion message) to the smartphone 60 (S1218). This allows the user of the smartphone 60 to recognize that the work report has been completed.

[0222] Then, the chat cloud service 10 controls the dialog start status to turn it off (S1219).

[0223] Subsequently, the chat cloud service 10 (specifically, its chat execution determination unit 14A) confirms, based on the dialog start status, that the chat dialog has finished and that a chat dialog corresponding to a push notification can be executed (S1220).

[0224] Therefore, the chat cloud service 10 (specifically its communication control unit 11) sends a request to the smartphone 60 to display a list of chat dialog names corresponding to the pending push notifications (S1221). Specifically, the push notification management unit 16A instructs the chat scenario control unit 13 to send a list containing information identifying the chat dialog corresponding to the recorded push notification (for example, the name of the chat dialog). The chat scenario control unit 13 controls the chat frontend 12 to display the list on the smartphone 60 in the form of a question from the chatbot. As a result, the smartphone 60 displays the list.

[0225] Then, the chat cloud service 10 (specifically its communication control unit 11) receives the selection result associated with the button selected from the list screen displayed on the smartphone 60 (S1222). In the sequence diagram shown in Figure 12, it is assumed that scheduling (reception number 2) was selected as the selection result.

[0226] Then, the chat cloud service 10 controls the dialog start status to turn on (S1223).

[0227] The chat frontend 12 of the chat cloud service 10 executes a chat dialog corresponding to the push notification S1214. Specifically, the chat scenario control unit 13 generates a chat dialog message to display the scheduling result based on the parameters (information indicating the scheduling result) shown in the push notification S1214 and the scenario identification information.

[0228] Then, the chat frontend 12 starts the chat dialog, along with outputting the generated start message (S1224).

[0229] The chat cloud service 10 (specifically its push notification management unit 16A) deletes information related to the push notification corresponding to the executed chat dialog (for example, reception number 2 and the name of the chat dialog executed by the push notification) from the RAM 203 (S1225).

[0230] After outputting the scheduling result, the chat frontend 12 outputs an end message (an example of an end message) to terminate the chat dialog for the scheduling result, in accordance with the instructions of the chat scenario control unit 13 (S1226).

[0231] Then, the chat cloud service 10 controls the dialog start status to turn off (S1227).

[0232] Subsequently, the chat cloud service 10 (specifically, its chat execution determination unit 14A) confirms, based on the dialog start status, that the chat dialog has finished and that a chat dialog corresponding to a push notification can be executed (S1228).

[0233] Therefore, the chat cloud service 10 (specifically its communication control unit 11) sends a request to the smartphone 60 to display the name of the chat dialog corresponding to the pending push notification (S1229). As a result, the smartphone 60 displays information related to the pending push notification. This allows the user to recognize the chat dialog that requires attention.

[0234] Then, the chat cloud service 10 controls the dialog start status to turn on (S1230).

[0235] The chat frontend 12 of the chat cloud service 10 executes a chat dialog corresponding to the push notification S1210. Specifically, the chat scenario control unit 13 generates a chat dialog message to display a survey request based on the identification information of the scenario indicated in the push notification S1210.

[0236] Then, the chat frontend 12 starts the chat dialog along with outputting the generated start message (S1231).

[0237] The chat cloud service 10 (specifically its push notification management unit 16A) deletes information related to the push notification corresponding to the executed chat dialog (for example, reception number 1 and the name of the chat dialog executed by the push notification) from the RAM 203 (S1232).

[0238] After outputting the scheduling result, the chat frontend 12 outputs an end message (an example of an end message) to terminate the chat dialog for the scheduling result, in accordance with the instructions of the chat scenario control unit 13 (S1233).

[0239] Then, the chat cloud service 10 controls the dialog start status to turn off (S1234).

[0240] Figure 13 is a conceptual diagram illustrating the processing that takes place between the external system and the chat cloud service 10 according to the second embodiment.

[0241] In the example shown in Figure 13, the external systems include a business management system 25, a scheduling management system 35, and a survey system 45.

[0242] A business management integration cloud service 20 is provided between the business management system 25 and the chat cloud service 10, a schedule management integration cloud service 30 is provided between the schedule management system 35 and the chat cloud service 10, and a survey integration cloud service 40 is provided between the survey system 45 and the chat cloud service 10. As described above, the business management system, schedule management system, and survey system 45 have integration cloud services in between them, so they can output push notifications of chat dialogs corresponding to the business services to the chat cloud service 10. Note that in the example shown in Figure 13, the business management integration cloud service 20, schedule management integration cloud service 30, and survey integration cloud service 40 are omitted for the sake of simplicity.

[0243] First, based on user input, the smartphone 60 outputs a scheduling request to the chat scenario control unit 13 via the chat frontend 12 (A1). This prompts the chat scenario control unit 13 to execute the scheduling dialog 1351.

[0244] Then, after the chat scenario control unit 13 has completed input regarding scheduling based on the scheduling dialog 1351, it requests scheduling from the scheduling management system 35 via the scheduling management linkage cloud service 30A (A2).

[0245] The scheduling management system 35 initiates control to adjust the schedule and secure the appointment (A3).

[0246] Next, based on user input, the smartphone 60 outputs a request for a business report to the chat scenario control unit 13 via the chat frontend 12 (B1). As a result, the chat scenario control unit 13 executes the business report dialog 1352.

[0247] Meanwhile, the survey system 45 receives the survey (C1). The survey system 45 then sends a request for push notifications of the survey to the push notification receiving unit 15A of the chat cloud service 10 via the survey linkage cloud service 40 (C2).

[0248] The chat execution determination unit 14A determines whether a push notification for the survey is possible, in other words, whether the chat dialog is currently running (C3). Since the chat dialog is running, the push notification management unit 16A records information regarding the push notification for the survey request (for example, reception number 1 and the name of the chat dialog executed by the push notification) (C4).

[0249] Then, the standby control unit 18A controls the system to wait for the push notification of the survey until the chat dialog ends (C5).

[0250] After scheduling is complete, the scheduling management system 35 outputs a request for a push notification of the scheduling results to the push notification receiving unit 15A of the chat cloud service 10 (A4).

[0251] The chat execution determination unit 14A determines whether or not a push notification of the scheduling result is possible, in other words, whether or not the chat dialog is running (A5). Since the chat dialog is running, the push notification management unit 16A records information regarding the push notification for scheduling (for example, reception number 2 and the name of the chat dialog to be executed by the push notification) (A6).

[0252] Then, the standby control unit 18A controls the system to wait for the push notification of the survey until the chat dialog ends (A7).

[0253] Then, after the chat scenario control unit 13 has finished inputting the business report based on the business report dialog 1352, it requests the business management system 25 to submit the business report via the business management linkage cloud service 20A (B2). The business management system 25 then registers the contents of the business report in the CRM (B3).

[0254] The push notification management unit 16A controls the chat scenario control unit 13 and sends a request to the smartphone 60 to display a list of names of chat dialogs corresponding to the pending push notifications (A8).

[0255] The push notification management unit 16A receives the selection result from the smartphone via the communication control unit 11, indicating that scheduling should be performed next (A9).

[0256] The chat scenario control unit 13 executes the scheduling result dialog 1353 for push notification of the scheduling result in response to a request from the push notification management unit 16 (A10). The scheduling result dialog 1353 pushes the scheduling result to the smartphone 60 (A11).

[0257] The push notification management unit 16A controls the chat scenario control unit 13 to send a request to the smartphone 60 to display the name of the chat dialog corresponding to the pending push notification (C6).

[0258] The chat scenario control unit 13 executes the survey dialog 1354 for the survey push notification in response to a request from the push notification management unit 16 (C7). The survey dialog 1354 pushes the survey to the smartphone 60 (C8).

[0259] Then, the smartphone 60 enters its answers to the survey in the survey dialog 1354 (C9).

[0260] Then, after the input of the survey response based on the survey dialog 1354 is completed, the chat scenario control unit 13 sends the response result to the survey system 45 via the survey linkage cloud service 40A (C10).

[0261] In this embodiment, by performing the control described above, it is possible to realize cooperation with an external system using a chat dialog.

[0262] The business processing system 1A according to this embodiment, by having the above-described configuration, can execute chat dialogs based on priority, thereby enabling the user to receive chat dialogs at an appropriate time.

[0263] (Third embodiment) In the embodiments described above, an example was described in which the messages output by the chatbot to the smartphone 60 are pre-stored in the chat scenario storage unit. However, the messages output by the chatbot are not limited to information pre-set as a scenario, and may also include information output by a trained model learned through AI learning. Therefore, the third embodiment will describe the case in which a trained model is applied. In this embodiment, an AI control system 70 is added to the business processing system 1 shown in the second embodiment.

[0264] Figure 14 is a diagram illustrating the functional blocks implemented by the chat cloud service 10B, business management system 25, business management linkage cloud service 20A, schedule management system 35, schedule management linkage cloud service 30A, survey system 45, survey linkage cloud service 40A, smartphone 60, and AI control system 70 according to this embodiment. In the business processing system 1B according to this embodiment, the chatbot control system is composed of a combination of the chat cloud service 10B, business management linkage cloud service 20A, schedule management linkage cloud service 30A, survey linkage cloud service 40A, and AI control system 70. Note that components identical to those in the second embodiment are assigned the same reference numerals and their descriptions are omitted.

[0265] The chat cloud service 10B differs from the chat cloud service 10A of the second embodiment in that it includes a chat scenario control unit 13B instead of a chat scenario control unit 13.

[0266] The chat scenario control unit 13B has the same functions as the chat scenario control unit 13, but also has the added function of making inquiries to the AI ​​control system 70 regarding the chat dialogue. The details of these inquiries will be described later.

[0267] The AI ​​(Artificial Intelligence) control system 70 may be a service built on a platform provided by any operator, and may have the hardware configuration shown in Figure 2, for example. This embodiment does not restrict the hardware configuration of the AI ​​control system 70, and any hardware configuration is acceptable.

[0268] The AI ​​control system 70 includes a communication control unit 71, a model generation unit 72, and an AI scenario control unit 78. Each of these functional units of the AI ​​control system 70 is realized by the CPU 201 shown in Figure 2 reading a program stored in the HD 204 and using the RAM 203 as a working area. The data lake 74 of the model generation unit 72 is also located in the HD 204. The AI ​​control system 70 performs machine learning training in the model generation unit 72 and machine learning inference in the AI ​​scenario control unit 78.

[0269] The communication control unit 71 transmits and receives data to and from external devices connected to the communication network 100 via the network interface 209.

[0270] For example, the communication control unit 71 receives log information of chat dialogues between the smartphone 60 and the chatbot from the chat cloud service 10. Furthermore, the communication control unit 71 receives an inquiry from the chat cloud service 10 based on the current status of the chat dialogue, and in response to the received inquiry, sends candidate messages to the chat cloud service 10 to be output by the chatbot.

[0271] The model generation unit 72 comprises a data acquisition unit 73, a data lake 74, a training data generation unit 75, a training unit 76, and a model output unit 77. It generates a trained model 79 and outputs the generated trained model 79 to the AI ​​scenario control unit 78.

[0272] The data acquisition unit 73 acquires log information from the chat scenario control unit 13B via the communication control unit 71, which shows the history of a chat dialog, including a series of messages that were input and output in chronological order as a conversation between the chat cloud service 10 and the smartphone 60.

[0273] The data lake 74 stores chat dialog log information, including a series of messages input and output in chronological order, acquired by the data acquisition unit 73. Saving of the chat dialog to the data lake 74 occurs when the chat dialog ends. The data lake 74 contains at least messages entered by the user and the chatbot. Furthermore, the data lake 74 may also contain the time the chat dialog took place, the buttons pressed by the user, user identification information, the type of chat dialog (and related business services), and identification information of the chat dialog scenario.

[0274] The training data generation unit 75 generates training data (also called training data) for generating a trained model, based on the chat dialog log information stored in the data lake 74, according to pre-set conditions (features, algorithms to be used, etc.).

[0275] The training data is used to train the chatbot so that it can output candidate messages that a user might respond to in the current state of the chat dialog. In other words, the training data is generated as a dataset that associates parameters indicating the state of the chat dialog (e.g., the message of the question asked by the chatbot) as input data, and messages entered by the user corresponding to that state (e.g., the message entered by the user in response to the question) as output data.

[0276] Parameters indicating the status of a chat dialog, which are included as training data according to this embodiment, include, for example, the type of chat dialog (e.g., business services such as scheduling or work reporting), the next message output by the chatbot in that situation (e.g., a question message), and the identification information of the user running the chat dialog.

[0277] The learning unit 76 generates a learned model by performing machine learning using the learning data generated by the learning data generation unit 75. For the machine learning, for example, deep learning may be used. The learning unit 76 according to the present embodiment performs learning by, for example, backpropagation as inference using a neural network.

[0278] The learned model 79 is composed of at least one neural network. The neural network includes an input layer, an intermediate layer, and an output layer, and each layer is composed of a plurality of neurons. In the learned model 79, the neurons between the layers are connected, and a weighting coefficient learned by the learning data is determined for each neuron.

[0279] Then, by learning with the above-described learning data, when a parameter (for example, a user, a message that the chatbot will output next) indicating the current situation of the chat dialog is input to the input layer, the learned model 79 causes the computer to function so that candidates where the user may answer are output from the output layer corresponding to the message that the chatbot will output next.

[0280] The model output unit 77 outputs the generated learned model 79 to the AI scenario control unit 78.

[0281] The AI scenario control unit (an example of a model control unit) 78 generates candidates for messages that the user may answer according to the current situation based on the parameter indicating the current situation of the chat dialog input from the chat scenario control unit 13B based on the input learned model 79. The candidates for messages that the user may answer are output to the chat scenario control unit 13B.

[0282] Thereby, in the chat cloud service 10B, the communication control unit 11 transmits the input message to the smartphone 60 in a selectable manner in response to an instruction from the chat front end 12.

[0283] As a result, for example, when the chat frontend 12, acting as a chatbot, displays a question message on the smartphone 60, it simultaneously displays a list of possible answers that the user can select in response to that question message.

[0284] For example, the scheduling chat dialogs stored in the data lake 74 contain many messages in which, in a conversation with user A, the chatbot responds with "User B" and "User C" when it asks "Who would you like to schedule a meeting with?". Then, the training data generation unit 75 generates training data from the scheduling dialogs, and the training unit 76 generates a trained model 79 that has been trained on this training data. The trained model 79 thus generated can output "User B" and "User C" as response candidates from the output layer when the chat partner "User A" and "Who would you like to schedule a meeting with?" are input to the input layer.

[0285] The following describes the circumstances under which the trained model 79 is used. When the chat scenario control unit 13B of the chat cloud service 10 outputs "Who would you like to schedule a meeting with?" to the smartphone 60, before outputting the message, it queries the AI ​​scenario control unit 78, including the chat partner (user A) and the fact that it will output "Who would you like to schedule a meeting with?" next.

[0286] If the AI ​​scenario control unit 78 has a trained model 79 that has learned scheduling, it inputs the parameters entered along with the inquiry (chat partner (user A) and "Who do you want to schedule with?") into the input layer of the trained model 79. The AI ​​scenario control unit 78 sends "user B" and "user C" output from the trained model 79 to the chat scenario control unit 13B of the chat cloud service 10.

[0287] As a result, when the chat frontend 12 displays "Who would you like to schedule a meeting with?" on user A's smartphone 60 in accordance with the scenario control of the chat scenario control unit 13B, it displays "User B" and "User C" as selectable candidates (for example, buttons that can be pressed).

[0288] The pre-trained model 79 for scheduling described above is just one example; other pre-trained models 79 for other situations may also be prepared.

[0289] For example, a pre-trained model 79 for business reports may be prepared. In this case, the learning unit 76 generates a pre-trained model 79 that has learned that the "person in charge" of "Company X" is "Person in charge Y," according to the training data generated from the chat dialogue stored in the data lake 74.

[0290] When the chat scenario control unit 13B outputs "Who did you meet with at Company X?" to the smartphone 60, it queries the AI ​​scenario control unit 78, including that it is currently executing a business report chat dialog and that it will next output "Who did you meet with at Company X?". In this case, the AI ​​scenario control unit 78 inputs the parameters received along with the query into the trained model 79 and sends "담당 Y" output from the trained model 79 to the chat scenario control unit 13B.

[0291] As a result, when the chat frontend 12 displays "Who did you meet with at Company X?" in accordance with the scenario control of the chat scenario control unit 13B, it makes "Responsible Person Y" selectable (for example, as a button).

[0292] In the business processing system 1B according to this embodiment, the above-described configuration reduces the operational burden on the user when responding to questions from the chatbot.

[0293] Next, the processing procedure for generating the trained model 79 in the AI ​​control system 70 according to this embodiment will be described.

[0294] Figure 15 is a flowchart showing the processing procedure for generating a trained model 79 in the AI ​​control system 70 according to this embodiment.

[0295] First, the data acquisition unit 73 acquires log information of the chat dialog each time the chat dialog ends in the chat cloud service 10 (S1401).

[0296] Next, the data acquisition unit 73 saves the acquired chat dialog log information to the data lake 74 (S1402).

[0297] The training data generation unit 75 generates training data based on log information stored in the data lake 74 (S1403). The training data generation unit 75 generates training data that clearly shows the correspondence between the input data and output data of the trained model 79 by following pre-set conditions (features, algorithms to be used, etc.). The pre-set conditions may be determined according to the type of dialog, such as scheduling.

[0298] The learning unit 76 generates or modifies the trained model 79 using the training data generated by the training data generation unit 75 (S1404).

[0299] The model output unit 77 outputs the generated or modified trained model 79 to the AI ​​scenario control unit 78 (S1405).

[0300] The AI ​​control system 70 according to this embodiment can generate a trained model 79 based on a chat dialogue by performing the above-described processing.

[0301] Figure 16 is a sequence diagram showing the processing performed in the business system according to this embodiment. The processing performed in the business processing system 1B of this embodiment is the same as that performed in the business processing system 1A of the second embodiment, as shown in Figure 12, but with the processing of S1601 to S1612. The processing shown in Figure 12 is omitted.

[0302] In the example shown in FIG. 16, in response to the reception of a message (an example of a start message) indicating a schedule adjustment request from the smartphone 60, the chat cloud service 10B (the chat scenario control unit 13B thereof) performs control to turn on the dialog start status (S1201 to S1202).

[0303] Thereby, the chat scenario control unit 13B performs scenario control for conducting a chat dialog corresponding to the schedule adjustment.

[0304] When the chat scenario control unit 13B performs scenario control, it makes an inquiry to the AI control system 70 together with parameters indicating the current situation (S1601).

[0305] When the AI scenario control unit 78 of the AI control system 70 receives the inquiry, it inputs the parameters indicating the current situation into the learned model 79 to generate candidates for messages that the user will reply, and outputs the generated message candidates (the results of machine learning) to the chat cloud service 10 (S1602). Then, the chat scenario control unit 13B performs scenario control using the input message candidates.

[0306] Thereby, the chat front end 12 can display the message candidates generated as the results of machine learning in a selectable manner by the scenario control by the chat scenario control unit 13B.

[0307] After the processing from S1203 to S1207 is completed, the chat scenario control unit 13B outputs the log information of the chat dialog to the AI control system 70 (S1603).

[0308] The AI control system 70 (the data acquisition unit 73 thereof) stores the input log information of the chat dialog in the data lake 74 (S1604).

[0309] Furthermore, upon receiving a message from smartphone 60 indicating a request for a business report (an example of an initiation message) (S1208), the chat cloud service 10B (specifically its chat scenario control unit 13B) performs control to turn on the dialog start status (S1209).

[0310] As a result, the chat scenario control unit 13B performs scenario control to execute a chat dialog corresponding to scheduling.

[0311] When the chat scenario control unit 13B performs scenario control, it queries the AI ​​control system 70 with parameters indicating the current situation (S1605).

[0312] When the AI ​​scenario control unit 78 of the AI ​​control system 70 receives an inquiry, it inputs parameters indicating the current situation into a trained model 79 to generate candidate messages for the user to respond to, and outputs the generated candidate messages (results of machine learning) to the chat cloud service 10 (S1606). The chat scenario control unit 13B then performs scenario control using the input candidate messages.

[0313] Then, after the processing from S1210 to S1219 is completed, the chat scenario control unit 13B outputs the chat dialog log information to the AI ​​control system 70 (S1607).

[0314] The AI ​​control system 70 (data acquisition unit 73) saves the log information of the input chat dialog to the data lake 74 (S1608).

[0315] The same applies to subsequent steps. In other words, after the processing from S1220 to S1227 is completed, the chat scenario control unit 13 outputs the chat dialog log information to the AI ​​control system 70 (S1609). Then, the data acquisition unit 73 of the AI ​​control system 70 saves the input chat dialog log information to the data lake 74 (S1610).

[0316] After the processing from S1228 to S1234 is completed, the chat scenario control unit 13 outputs the chat dialog log information to the AI ​​control system 70 (S1611). Then, the data acquisition unit 73 of the AI ​​control system 70 saves the input chat dialog log information to the data lake 74 (S1612).

[0317] In the business processing system 1B according to this embodiment, the above-described processing enables the display of message candidates generated by the trained model 79. Furthermore, the chat dialog log information is saved each time a chat dialog is used. The AI ​​control system 70 can use this log information to modify the trained model 79 and display more appropriate message candidates. This reduces the burden on the user when entering answers.

[0318] (Fourth embodiment) In the third embodiment, an example was described in which an AI control system was added to the business system shown in the second embodiment. However, the addition of the AI ​​control system is not limited to the business system of the second embodiment; for example, it may be added to the business system of the first embodiment. Therefore, in the fourth embodiment, an example of adding an AI control system to the business system of the first embodiment will be described.

[0319] The business system of the fourth embodiment has an added AI control system 70 compared to the business processing system 1 of the first embodiment, and the configuration within the chat cloud service has been partially modified.

[0320] The chat cloud service of the fourth embodiment differs from the chat cloud service 10 of the first embodiment in that it includes a chat scenario control unit 13B instead of a chat scenario control unit 13.

[0321] The chat scenario control unit 13B has the same functions as the chat scenario control unit 13, and, similar to the third embodiment, it also has the added function of making inquiries to the AI ​​control system 70 regarding the chat dialogue.

[0322] The AI ​​control system 70 has the same configuration as the third embodiment. That is, the AI ​​control system 70 generates a trained model 79 and generates message candidates using the trained model 79 by the same process as the third embodiment.

[0323] Figure 17 is a sequence diagram showing the processing performed in the business system according to this embodiment. In addition to the processing S801 to S848 shown in Figure 8, which is performed in the business processing system 1 of the first embodiment, the processing S1701 to S1710 is also performed in the business system according to this embodiment. The processing by S801 to S848, also shown in Figure 17, is as described above using Figure 8, so its explanation will be omitted.

[0324] Furthermore, the processing in S1701-S1702 shown in Figure 17 is the same as S1601-S1602 in Figure 15. In other words, when the chat scenario control unit 13B performs scenario control, it queries the AI ​​control system 70 with parameters indicating the current situation (S1701). When the AI ​​scenario control unit 78 of the AI ​​control system 70 receives the query, it inputs the parameters indicating the current situation into the trained model 79 to generate candidate messages for the user to respond to, and outputs the generated candidate messages (results of machine learning) to the chat cloud service 10 (S1702).

[0325] The processing in S1703 to S1710 is the same as in S1605 to S1612 in Figure 15. In other words, the process in which the chat scenario control unit 13B outputs the chat dialog log information to the AI ​​control system 70, and the process in which the AI ​​control system 70 (data acquisition unit 73) saves the input chat dialog log information to the data lake 74 are repeated.

[0326] In the business system according to this embodiment, by performing the above-described processing, candidate messages generated by the trained model 79 can be displayed. Furthermore, each time a chat dialog is performed, the log information of the chat dialog is saved. In the AI ​​control system 70, by modifying the trained model 79 using this log information, more appropriate candidate messages can be displayed.

[0327] Each of the functions of the embodiments described above can be realized by one or more processing circuits. Hereinafter, "processing circuit" as used herein includes processors programmed to execute each function by software, such as processors implemented by electronic circuits, as well as devices such as ASICs (Application Specific Integrated Circuits), DSPs (digital signal processors), FPGAs (field programmable gate arrays), and conventional circuit modules designed to execute each of the functions described above.

[0328] <effect> In the above-described embodiment, when a push notification is sent, if a chat dialog is in progress, the chat dialog corresponding to the push notification is put into standby mode. This prevents other chat dialogs from being interrupted by the push notification when a user is in a chat dialog with the chatbot. This prevents the user from simultaneously engaging in multiple types of chat dialogs. Therefore, it prevents the user from becoming confused about how to respond in the chat dialog. Thus, in the above-described embodiment, the user can comfortably input through the chat dialog, thereby improving usability. Furthermore, in the above-described embodiment, interruptions to ongoing chat dialogs are prevented, further improving the comfort of operation.

[0329] Furthermore, in the embodiment described above, if multiple push notifications are received while a chat dialog is in progress, chat dialogs corresponding to those multiple push notifications are put into standby mode. After the chat dialog ends, a list of the standby chat dialogs corresponding to the multiple push notifications is displayed. This allows the user to select the chat dialog they wish to execute. This enables the execution of chat dialogs according to the user's requests, allowing the user to start with high-priority tasks and thus improving work efficiency.

[0330] Although several embodiments for carrying out the present invention have been described above, the present invention is not limited in any way to these embodiments, and various modifications and substitutions can be made without departing from the spirit of the present invention.

[0331] Examples of the present invention are as follows: <1> A communication control unit that performs one or more of the sending and receiving of messages constituting a chat dialog representing the interaction between the user and the chatbot, with the communication terminal used by the user, A receiving unit that receives a notification indicating a request to start a first chat dialog to the aforementioned communication terminal, The system includes a standby control unit that controls the reception unit to wait for the first chat dialog corresponding to the notification it received while the second chat dialog is being executed on the communication terminal, If the communication control unit determines that the second chat dialog is not being executed while a plurality of the first chat dialogs are waiting, it sends a list of information identifying the plurality of first chat dialogs to the communication terminal. Chatbot control system. <2> When the communication control unit receives a selection result from the communication terminal for any of the information shown in the list, it sends the selected message constituting the first chat dialog to the communication terminal. <1> The chatbot control system described above. <3> The communication control unit receives the selection result associated with the button selected from the list screen displayed on the communication terminal. <2> The chatbot control system described above. <4> The system further includes a chat dialog storage unit that associates a start message for the beginning of the chat dialog with an end message for the end of the chat dialog. The communication control unit, after sending or receiving the start message to or from the communication terminal, then sends or receives the end message corresponding to the start message. The standby control unit controls the multiple first chat dialogs to wait from the time the start message, which is the second chat dialog, is sent or received until the end message corresponding to the start message is sent or received. <1> ~ <3> A chatbot control system described in any one of the following: <5> The chatbot control system comprises a chat control system that controls the chat dialog and an external integration system that interacts with external systems. The chat control system is The system comprises the reception unit and the communication control unit, The communication control unit further transmits information to the external cooperating system indicating that it will wait for the notification, based on the second chat dialog. The aforementioned external linkage system is The standby control unit, The system includes an external communication control unit that transmits the notification to the chat control system based on a request from the external system, Based on information received from the chat control system indicating that the notification should be kept on standby, the standby control unit performs control to cause the external communication control unit to wait before transmitting the notification. <1> ~ <3> A chatbot control system described in any one of the following: <6> The chatbot control system comprises a chat control system that controls the chat dialog and an external integration system that interacts with external systems. The aforementioned external linkage system is The system has an external communication control unit that transmits the notification to the chat control system based on a request from the external system, The chat control system is The system comprises the communication control unit, the reception unit, and the standby control unit, The reception unit receives the notification from the external system via the external linkage system. <1> ~ <3> A chatbot control system described in any one of the following: <7> The system further includes a model control unit that generates a message corresponding to the current situation based on parameters indicating the current situation of the chat dialog, by referring to a trained model that has been learned based on a combination of parameters indicating the situation of the chat dialog and the message entered by the user in that situation, The communication control unit transmits the message generated by the model control unit in a selectable manner. <1> ~ <6> A chatbot control system described in any one of the following: <8> A communication step in which one or more messages constituting a chat dialog representing the interaction between the user and the chatbot are sent and received with the communication terminal used by the user, A reception step that receives a notification indicating a request to start a first chat dialog to the communication terminal, A waiting step that controls the first chat dialog corresponding to the notification received by the reception step to wait while the second chat dialog is being executed on the communication terminal, If it is determined that the second chat dialog is not being executed while multiple first chat dialogs are waiting, the transmission step includes sending a list of information identifying the multiple first chat dialogs to the communication terminal. A chatbot control method having the following features. <9> A communication step in which one or more messages constituting a chat dialog representing the interaction between the user and the chatbot are sent and received with the communication terminal used by the user, A reception step that receives a notification indicating a request to start a first chat dialog to the communication terminal, A waiting step that controls the first chat dialog corresponding to the notification received by the reception step to wait while the second chat dialog is being executed on the communication terminal, If it is determined that the second chat dialog is not being executed while multiple first chat dialogs are waiting, the transmission step includes sending a list of information identifying the multiple first chat dialogs to the communication terminal. A program that causes a computer to execute something. [Explanation of symbols]

[0332] 1, 1A, 1B Business Processing System 10, 10A, 10B Chat Cloud Service 11. Communication Control Unit 12 Chat Frontend 13, 13B Chat Scenario Control Unit 14, 14A Chat execution determination unit 15, 15A Push notification reception section 16, 16A Push Notification Management Department 17 Chat Scenario Memory Unit 18A Standby Control Unit 20, 20A Business Management Integration Cloud Service 30, 30A Schedule Management Integration Cloud Service 40, 40A Cloud service for linking surveys 21, 31, 41 Communication Control Unit 22, 22A, 32, 32A, 42, 42A Business Collaboration Control Unit 23, 33, 43 Push notification waiting section 24, 24A, 34, 34A, 44, 44A Push notification control unit 25 Business Management Systems 35 Schedule Management System 45 Survey System 60 Smartphones 61 Communication Control Unit 62 Chat applications 63 Display Control Unit 64 Operation Reception Unit 70 AI control systems 71 Communication Control Unit 72 Model Generation Unit 73 Data Acquisition Unit 74 Data Lakes 75. Training Data Generation Unit 76 Learning Department 77 Model Output Section 78 AI Scenario Control Unit 79 Pre-trained models 100 Communication Networks [Prior art documents] [Patent Documents]

[0333] [Patent Document 1] Japanese Patent Publication No. 2021-117690

Claims

1. A communication control unit that performs one or more of the sending and receiving of messages constituting a chat dialog representing the interaction between the user and the chatbot, with the communication terminal used by the user, A receiving unit that receives a notification indicating a request to start a first chat dialog to the aforementioned communication terminal, The system includes a standby control unit that controls the reception unit to wait for the first chat dialog corresponding to the notification received while the second chat dialog is being executed on the communication terminal, If the communication control unit determines that the second chat dialog is not being executed while a plurality of the first chat dialogs are waiting, it transmits a list of information identifying the plurality of first chat dialogs to the communication terminal. Chatbot control system.

2. When the communication control unit receives a selection result from the communication terminal from any of the information shown in the list, it sends the selected message constituting the first chat dialog to the communication terminal. The chatbot control system according to claim 1.

3. The communication control unit receives the selection result associated with the button selected from the list screen displayed on the communication terminal. The chatbot control system according to claim 2.

4. The system further includes a chat dialog storage unit that associates a start message for the beginning of the chat dialog with an end message for the end of the chat dialog. The communication control unit, after sending or receiving the start message to or from the communication terminal, then sends or receives the end message corresponding to the start message. The standby control unit controls the multiple first chat dialogs to wait from the time the start message, which is the second chat dialog, is sent or received until the end message corresponding to the start message is sent or received. The chatbot control system according to claim 1.

5. The chatbot control system comprises a chat control system that controls the chat dialog and an external integration system that interacts with external systems. The chat control system is The system comprises the reception unit and the communication control unit, The communication control unit further transmits information to the external linkage system indicating that it will wait for the notification, based on the second chat dialog. The aforementioned external linkage system is The standby control unit, The system includes an external communication control unit that transmits the notification to the chat control system based on a request from the external system, Based on information received from the chat control system indicating that the notification should be kept on standby, the standby control unit performs control to cause the external communication control unit to wait before transmitting the notification. The chatbot control system according to claim 1.

6. The chatbot control system comprises a chat control system that controls the chat dialog and an external integration system that interacts with external systems. The aforementioned external linkage system is The system has an external communication control unit that transmits the notification to the chat control system based on a request from the external system, The chat control system is The system comprises the communication control unit, the reception unit, and the standby control unit, The reception unit receives the notification from the external system via the external linkage system. The chatbot control system according to claim 1.

7. The system further includes a model control unit that generates a message corresponding to the current situation based on parameters indicating the current situation of the chat dialog, by referring to a trained model that has been learned based on a combination of parameters indicating the situation of the chat dialog and the message entered by the user in that situation, The communication control unit transmits the message generated by the model control unit in a selectable manner. The chatbot control system according to claim 1.

8. A communication step in which one or more messages constituting a chat dialog representing the interaction between the user and the chatbot are sent and received with the communication terminal used by the user, A reception step that receives a notification indicating a request to start a first chat dialog to the communication terminal, A waiting step that controls the first chat dialog corresponding to the notification received by the reception step to wait while the second chat dialog is being executed on the communication terminal, If it is determined that the second chat dialog is not being executed while multiple first chat dialogs are waiting, the transmission step includes sending a list of information identifying the multiple first chat dialogs to the communication terminal. A chatbot control method having the following features.

9. A communication step in which one or more messages constituting a chat dialog representing the interaction between the user and the chatbot are sent and received with the communication terminal used by the user, A reception step that receives a notification indicating a request to start a first chat dialog to the communication terminal, A waiting step that controls the first chat dialog corresponding to the notification received by the reception step to wait while the second chat dialog is being executed on the communication terminal, If it is determined that the second chat dialog is not being executed while multiple first chat dialogs are waiting, the transmission step includes sending a list of information identifying the multiple first chat dialogs to the communication terminal. A program that causes a computer to execute something.

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