Information processing systems, information processing methods, and programs

Abstract

To provide a technology that, when processing multiple target input information in a batch, can quickly reflect the response content determined earlier within the same processing batch in the generation of response drafts corresponding to subsequent target input information, without waiting for persistence to the case memory unit. [Solution] The information processing system receives a start instruction to begin response processing for multiple target input information, or detects the fulfillment of start conditions, and manages the multiple target input information as processing targets according to a predetermined processing order. Based on the target input information that is currently being processed among the multiple target input information, the information processing system generates a response draft corresponding to the target input information that is currently being processed. The information processing system obtains the confirmed response content after the user confirms the response draft, and holds the case information including the confirmed response content as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch. Then, when generating a response draft corresponding to subsequent target input information, the information processing system uses the reflected case information including the provisional case information.

Description

Technical Field

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

Background Art

[0002] In recent years, target input information such as reviews, word-of-mouth, inquiries, messages, etc. regarding products and services has been continuously posted, and store owners, business operators, and operators of various accounts are required to appropriately respond to this target input information. For this reason, various technologies for generating response texts for target input information and assisting in response work have been proposed conventionally.

[0003] For example, in Patent Document 1, when there is a review comment on a review post for a company or store, it is determined whether the evaluation score attached to the post is lower than a predetermined standard or whether there are negative elements in the post, and according to the determination result, an information processing device that outputs a reply text prompt for requesting to generate a reply text for the review comment to a generation AI device is disclosed.

[0004] In addition, when there are a plurality of reviews, inquiries, messages, etc., these may be collectively treated as processing targets, and response texts may be sequentially generated according to a predetermined processing order, and an operation may be performed to proceed with the response process through a confirmation or determination operation by the user.

Prior Art Documents

Patent Documents

[0005]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0006] However, when processing multiple target inputs in a batch, simply generating response drafts sequentially for each target input may not allow for sufficient utilization of response content determined earlier within the same processing batch when generating response drafts for subsequent target inputs.

[0007] For example, when processing multiple reviews in a batch, the user may revise the wording, tone, explanation, or response strategy for the first review before finalizing it. Such finalized responses can be useful for generating response drafts for subsequent reviews related to the same store, business, or account.

[0008] In this regard, conventional technology assumes that even when confirmed response content is used as case information, the configuration involves registering it as case information after the completion of the entire processing batch, or using it after it has been persisted to a case storage unit such as a server. Therefore, there is still room for improvement in immediately reflecting the response content confirmed earlier within the same processing batch in the generation of response texts for subsequent target input information within the same processing batch, without waiting for it to be persisted to the case storage unit. Furthermore, in a configuration that immediately persists confirmed response content to the case storage unit, communication delays or server processing load may occur, and if a cancel, retract, skip, or terminate operation is performed, there is a risk that the response content that was ultimately not adopted will be accumulated as case information.

[0009] Therefore, the present invention aims to enable the generation of response drafts corresponding to subsequent target input information by promptly reflecting the response content determined within the same processing batch, without waiting for it to be persisted to the case memory unit, as provisional case information held locally or temporarily. [Means for solving the problem]

[0010] According to one aspect of the present invention, an information processing system is provided. The information processing system has one or more control units, each receiving a start instruction to start response processing for a plurality of target input information, or detecting the fulfillment of a start condition, managing the plurality of target input information as processing targets in a predetermined processing order, generating a response draft corresponding to the current processing target input information based on the target input information that is the current processing target among the plurality of target input information, obtaining a confirmed response content that has been confirmed after a confirmation operation by the user for the response draft, holding case information including the confirmed response content as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information in the same processing batch containing the plurality of target input information, and using the reflected case information including the provisional case information when generating a response draft corresponding to subsequent target input information. [Brief explanation of the drawing]

[0011] [Figure 1] Figure 1 shows an example of the system configuration of an information processing system. [Figure 2] Figure 2 shows an example of the hardware configuration of a user terminal. [Figure 3] Figure 3 shows an example of the hardware configuration of the management server. [Figure 4] Figure 4 shows an example of the functional configuration of a user terminal. [Figure 5] Figure 5 shows an example of the functional configuration of the management server. [Figure 6] Figure 6 is a flowchart showing an example of the flow of response text generation and case information reflection processing within the same processing batch. [Figure 7] Figure 7 is a flowchart showing an example of the process flow for controlling the retention, persistence, and destruction of provisional case information. [Modes for carrying out the invention]

[0012] The embodiments will be described below with reference to the drawings. The various features shown in the embodiments below can be combined with each other.

[0013] <Embodiment 1> 1. System Configuration Figure 1 shows an example of the system configuration of the information processing system 1000. As shown in Figure 1, the information processing system 1000 may include a user terminal 20 and a management server 30. Furthermore, the information processing system 1000 may include an external generation processing device 40 and a platform server 50 as needed.

[0014] The user terminal 20, management server 30, external generation processing device 40, and platform server 50 may be connected to each other via a network 60. The network 60 may be a wired or wireless communication network and may include, for example, a wide area network (WAN), a local area network (LAN), the internet, an enterprise network, a mobile communication network, or any combination thereof.

[0015] The user terminal 20 may be an information processing device used by a store, business operator, account manager, person in charge, or other user. The user terminal 20 may be, for example, a personal computer (PC), notebook PC, tablet terminal, smartphone, etc. In this embodiment, the user terminal 20 may have extension modules, add-ons, plugins, or dedicated applications that run on a web browser installed on it.

[0016] The user terminal 20 may acquire multiple target input information displayed on the management screen, message screen, inquiry screen, or other interface provided by the platform server 50. The target input information may be, for example, reviews, word of mouth, inquiries, messages, reservation requests, free-response answers in surveys, or other user input information.

[0017] The user terminal 20 may receive a start instruction to start response processing for a plurality of target input information, or detect the fulfillment of a start condition. The start instruction may be, for example, a button, a menu item, a shortcut key, an API call, a start request from an external system, or an instruction similar thereto for collectively processing a plurality of unreturned reviews or unhandled messages. The start condition may include, for example, the arrival of a predetermined time, the accumulation of a predetermined number of target input information, the elapse of a predetermined period, the transition to a predetermined status, or the notification of a predetermined event from an external system. The user terminal 20 may manage a plurality of target input information as processing targets according to a predetermined processing order in response to receiving the start instruction or detecting the fulfillment of the start condition.

[0018] The predetermined processing order may be, for example, the display order on the screen, the posting date and time order, the reception date and time order, the unhandled period order, the evaluation order, the importance order, or the order specified by the user. The user terminal 20 or the management server 30 may hold a plurality of target input information as a processing queue and manage the target input information that is the current processing target and the target input information that is the subsequent processing target.

[0019] The management server 30 may be a device that stores various data used in the information processing system 1000 and provides those data in response to a request from the user terminal 20. The management server 30 may store, for example, user authentication information, contract plan information, store information, merchant information, account information, target input information, response text, confirmed response content, registered case information, provisional case information, processing queue information, progress information, usage history information, and other setting information.

[0020] The registered case information may include past target input information and the response content determined corresponding to the past target input information, and may be information that can be used for subsequent response text generation. The registered case information may be managed in association with, for example, stores, merchants, accounts, business types, service types, platform types, and other classifications.

[0021] The user terminal 20 or the management server 30 may acquire registered case information related to the target input information currently being processed. For example, the user terminal 20 or the management server 30 may acquire relevant registered case information based on the content, evaluation information, type, store information, business information, account information, or platform type information of the target input information currently being processed.

[0022] The user terminal 20, the management server 30, or the external generation processing device 40 may generate a response draft corresponding to the target input information currently being processed, based on the target input information currently being processed and the registered case information. The response draft may include, for example, a reply draft to a review, a response draft to an inquiry, a guidance draft to a reservation request, a response draft to a message, and other drafts.

[0023] The external generation processing device 40 may be an external service that provides a generation model, language model, or inference application programming interface (API) for generating response text. The user terminal 20 or management server 30 may provide the external generation processing device 40 with at least a portion of the target input information, registered case information, case information held within the same processing batch, provisional case information, and other input information to obtain a response text.

[0024] The user terminal 20 may display the generated response draft and accept confirmation, editing, approval, or other confirmation operations from the user. The user terminal 20 may also obtain the confirmed response content after the confirmation operation. The confirmed response content may be content that the user has confirmed after editing the response draft, or content that the user has confirmed without editing the response draft.

[0025] The user terminal 20 or the management server 30 may maintain case information, including the confirmed response content, in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch containing multiple target input information. Here, maintaining in a state that can be reflected is not limited to persisting the case information in the case storage unit of the management server 30. For example, the user terminal 20 or the management server 30 may maintain the case information, including the confirmed response content, as provisional case information in the local storage unit, temporary storage area, cache area or buffer area of ​​the user terminal 20, the temporary storage area or distributed cache of the management server 30, or a temporary storage area associated with the same processing batch or processing queue information, before or without persisting it to the case storage unit.

[0026] Provisional case information may be case information that has been finalized within the same processing batch and has not yet been persisted in the case storage unit. Provisional case information may include, for example, finalized response content, target input information corresponding to said finalized response content, difference information between the response draft and the finalized response content, or information regarding expression, tone, explanation, or response policy extracted from the finalized response content. When the user terminal 20 or management server 30 generates a response draft corresponding to subsequent target input information, it may use case information to be reflected that includes provisional case information held within the same processing batch and not yet persisted in the case storage unit. In this case, the case information to be reflected may further include registered case information.

[0027] This allows, for example, when processing multiple reviews in a batch, the user's finalized expressions, tone, explanations, or response policies for previously processed reviews to be immediately reflected in the generation of response drafts for subsequent reviews within the same processing batch, without waiting for persistence processing to the case memory unit or communication processing. Therefore, it is possible to improve the consistency of expressions, tone, or response policies appropriate to the store, business, or account in the response drafts within the same processing batch.

[0028] The user terminal 20 or the management server 30 may persist the provisional case information as registered case information in the case storage unit when the confirmed response content has been posted, sent, saved, or linked to an external system. On the other hand, the user terminal 20 or the management server 30 may discard the provisional case information or suppress its persistence in the case storage unit when a cancel operation, retraction operation, skip operation, or termination operation is performed. This makes it possible to quickly utilize provisional case information within the same processing batch while preventing responses that were not ultimately adopted from being accumulated as registered case information.

[0029] The platform server 50 may be an external system that provides an interface containing the target input information to the user terminal 20. The platform server 50 may be a server that provides, for example, an online review service, a store information service, a map service, a word-of-mouth management service, an inquiry management service, a reservation management service, a message management service, or other services. The user terminal 20 may display the screen provided by the platform server 50 on a web browser and perform operations such as acquiring the target input information, displaying a draft response, acquiring the confirmed response content, and other processes on that screen.

[0030] In this embodiment, the generation of response texts for multiple target input information and the reflection of case information within the same processing batch are described as examples, but the processing targets are not limited to these. For example, the information processing system 1000 may apply similar processing to response tasks such as replying to reviews, answering inquiries, providing guidance for reservation requests, responding to messages, responding to free-response answers in questionnaires, and other response tasks.

[0031] The main processes described below are described as being performed by the user terminal 20, but are not limited to this. For example, at least some or all of the following may be performed by the management server 30 or the external generation processing device 40: receiving a start instruction, detecting that the start conditions have been met, managing multiple target input information, acquiring registered case information, generating a response draft, acquiring a confirmed response, retaining case information, managing provisional case information, controlling persistence, and reflecting it in subsequent target input information. When the management server 30 performs these processes, the management server 30 may perform the receiving of a start instruction, detecting that the start conditions have been met, acquiring target input information, acquiring a confirmed response, or retaining provisional case information in the claims by receiving a start instruction, information indicating that the start conditions have been met, target input information, information indicating a confirmation operation, confirmed response content, or provisional case information transmitted from the user terminal 20.

[0032] The information processing system described in the claims may consist of multiple devices or a single device. For example, some or all of the functions of the user terminal 20 and the management server 30 may be implemented within the same device, or the user terminal 20 may be responsible for display and operation input, while the management server 30 executes some or all of the processes described in the claims. Furthermore, the functions of the external generation processing device 40 may be incorporated into the management server 30 or the user terminal 20.

[0033] 2. Hardware Configuration (1) Hardware configuration of user terminal 20 Figure 2 shows an example of the hardware configuration of a user terminal 20. As shown in Figure 2, the user terminal 20 includes, as a hardware configuration, a control unit 210, a storage unit 220, an input unit 230, an output unit 240, a communication unit 250, and an internal bus 260. The control unit 210, the storage unit 220, the input unit 230, the output unit 240, and the communication unit 250 are electrically connected via the internal bus 260.

[0034] The control unit 210 is one of the following: a Central Processing Unit (CPU), a Micro Processing Unit (MPU), a System-on-a-Chip (SoC), a Field Programmable Gate Array (FPGA), an Application Specific Integrated Circuit (ASIC), a Graphics Processing Unit (GPU), or a combination of at least two of these, and controls the entire user terminal 20 and executes processing in response to information input from, for example, the input unit 230, the communication unit 250, or the storage unit 220.

[0035] The storage unit 220 is one of the following: Read Only Memory (ROM), Random Access Memory (RAM), Flash Memory, Solid State Drive (SSD), or a combination of at least two of these, and stores the program and data used by the control unit 210 when it executes processing based on the program. The storage unit 220 may store programs corresponding to extension modules, add-ons, plugins, or dedicated applications that operate on a web browser, target input information, processing queue information, processing order information, registered case information, provisional case information, case information to be reflected, response drafts, confirmed response content, progress information, display control information, operation history information, and other temporary processing data. The storage unit 220 is an example of a non-temporary recording medium that can be read by the computer on which the program is recorded.

[0036] In this specification, the data used by the control unit 210 when executing processing based on the program is described as being stored in the storage unit 220, but it may also be stored in the storage unit of another device that can communicate with the user terminal 20. The data may be stored in the storage unit of any device as long as the control unit 210 can access and retrieve it.

[0037] The control unit 210 executes processing based on the program stored in the memory unit 220, thereby realizing the processing shown in the functional configuration and flowcharts described later. For example, the control unit 210 can perform at least some of the following: receiving a start instruction, detecting the fulfillment of start conditions, acquiring multiple target input information, managing multiple target input information according to the processing order, acquiring registered case information related to the target input information that is currently being processed, generating or acquiring a response draft, displaying the response draft, receiving a confirmation operation by the user, acquiring the confirmed response content, provisionally holding case information including the confirmed response content, reflecting the case information in the generation of a response draft corresponding to subsequent target input information, and persisting or discarding the provisional case information. In this embodiment, the main processing for response support for multiple target input information and for reflecting case information within the same processing batch is described as being performed on the user terminal 20, but is not limited to this.

[0038] The input unit 230 is a device that inputs information to the user terminal 20 in response to user operations. The input unit 230 receives operation inputs made by the user. The operation inputs are transmitted as command signals to the control unit 210 via the internal bus 260. The control unit 210 can perform predetermined controls and calculations based on the transmitted command signals as needed. The input unit 230 may be included in the casing of the user terminal 20 or it may be externally mounted. For example, the input unit 230 may be implemented as a touch panel integrated with the output unit 240. When the input unit 230 is implemented as a touch panel, the user can input tap operations, swipe operations, drag operations, etc. to the input unit 230. The input unit 230 may be a keyboard, mouse, trackpad, switch buttons, etc. instead of a touch panel.

[0039] The input unit 230 may accept start instructions, batch start operations, confirmation operations, editing operations, approval operations, posting operations, sending operations, skip operations, cancel operations, undone operations, or end operations. A batch start operation may be an example of a start instruction to start response processing for multiple target input information. A confirmation operation may be an operation to confirm the response content based on the response text draft.

[0040] The output unit 240 is a display unit, such as a display, that outputs information as a graphical user interface (GUI) screen that can be operated by the user. The output unit 240 may be included in the housing of the user terminal 20 or it may be externally attached. More specifically, the output unit 240 may be implemented as a display device such as a liquid crystal display, an organic electroluminescent display, or a plasma display. The output unit 240 may display various information such as target input information, processing queue information, information indicating the current processing target, response draft, confirmed response content, registered case information, provisional case information, progress information, reflection status to subsequent target input information, user operation guidance information, and other information.

[0041] The communication unit 250 is a communication interface that connects the user terminal 20 to the network 60 and mediates communication with other devices. The communication unit 250 can be implemented, for example, by hardware that realizes wired and wireless communication, and circuits that control them. Based on instructions from the control unit 210, the communication unit 250 performs data transmission and reception processing via the network 60 according to predetermined communication protocols such as Transmission Control Protocol (TCP) / Internet Protocol (IP), User Datagram Protocol (UDP), Hypertext Transfer Protocol (HTTP), and HTTP over Transport Layer Security (HTTPS). For example, the communication unit 250 can send and receive authentication information, contract plan information, target input information, processing queue information, registered case information, response draft, confirmed response content, provisional case information, progress information, usage history information, and other information with the management server 30. Furthermore, depending on the embodiment, the communication unit 250 may send and receive response draft generation requests, generation results, screen information, input information, and other information with the external generation processing device 40 or platform server 50.

[0042] The hardware configuration of the user terminal 20 is not limited to the example described above. For example, the user terminal 20 may include multiple control units 210, or the storage unit 220 and communication unit 250 may be implemented in a distributed manner by multiple devices. Furthermore, the user terminal 20 is not limited to a personal computer, but may be a notebook computer, tablet terminal, smartphone, or other portable or stationary information terminal.

[0043] (2) Hardware configuration of the management server 30 Figure 3 shows an example of the hardware configuration of the management server 30. As shown in Figure 3, the management server 30 includes a control unit 310, a storage unit 320, a communication unit 330, and an internal bus 340 as its hardware configuration. The control unit 310, the storage unit 320, and the communication unit 330 are electrically connected via the internal bus 340.

[0044] The control unit 310 is one of the following: a Central Processing Unit (CPU), a Micro Processing Unit (MPU), a System-on-a-Chip (SoC), a Field Programmable Gate Array (FPGA), an Application Specific Integrated Circuit (ASIC), a Graphics Processing Unit (GPU), or a combination of at least two of these, and controls the entire management server 30 and executes processing in response to information input from, for example, a user terminal 20, an external generation processing unit 40, a platform server 50, or a storage unit 320.

[0045] The storage unit 320 is one of the following: a hard disk drive (HDD), read-only memory, random access memory, solid-state drive, or a combination of at least two of these, and stores data used by the program and control unit 310 when executing processing based on the program. The storage unit 320 may store user authentication information, contract plan information, store information, business information, account information, target input information, processing queue information, processing order information, response draft, confirmed response content, registered case information, provisional case information, case information to be reflected, progress information, registration history information, usage history information, and other setting information. Various types of data may be managed in relational databases, key-value stores, document databases, vector databases, or any other format.

[0046] The management server 30 may be configured as a device primarily responsible for memory processing, authentication processing, case information management processing, processing queue management processing, provisional case information management processing, persistence control processing, and data provision processing. For example, the control unit 310 may, in response to a request from the user terminal 20, read and provide registered case information, processing queue information, progress information, authentication-related information, and other information, receive confirmed response content or provisional case information transmitted from the user terminal 20, and control the persistence, updating, or deletion of case information including confirmed response content. On the other hand, the main processing such as receiving a start instruction, detecting the fulfillment of start conditions, acquiring target input information, displaying a response draft, receiving a confirmation operation by the user, acquiring confirmed response content, and locally holding provisional case information may be performed by the user terminal 20.

[0047] The communication unit 330 is a communication interface that connects the management server 30 to the network 60 and mediates communication with other devices. Based on instructions from the control unit 310, the communication unit 330 performs data transmission and reception processing via the network 60 according to a predetermined communication protocol. For example, the communication unit 330 can send and receive authentication information, contract plan information, target input information, processing queue information, registered case information, response draft, confirmed response content, provisional case information, progress information, registration history information, usage history information, and other information with the user terminal 20. The communication unit 330 can also send and receive response draft generation requests and generation results with the external generation processing device 40.

[0048] The hardware configuration of the management server 30 is not limited to the example above. For example, the management server 30 may include multiple control units 310, and the storage unit 320 may be implemented as a single storage device or distributed across multiple storage devices. Similarly, the communication unit 330 may have multiple communication interfaces.

[0049] In this specification, the user terminal 20 performs the main processing, and the management server 30 primarily performs storage processing, authentication processing, case information management processing, processing queue management processing, provisional case information management processing, persistence control processing, and data provision processing. However, the entity executing the processing is not limited to this. For example, the management server 30 may perform some of the processing that the user terminal 20 performs, or the user terminal 20 may perform some of the processing that the management server 30 performs. Furthermore, the external generation processing device 40 or the platform server 50 may perform some of these processing.

[0050] 3. Functional Configuration Figure 4 shows an example of the functional configuration of the user terminal 20. As shown in Figure 4, the user terminal 20 may include a local storage unit 410, a batch start reception unit 420, a target input acquisition unit 430, a processing order management unit 440, a case information acquisition unit 450, a response draft generation unit 460, a confirmation operation reception unit 470, a confirmed response acquisition unit 480, a provisional case holding unit 490, and a reflection control unit 495. Furthermore, in one embodiment, the user terminal 20 may also include a display control unit 498.

[0051] Each of these functional units is a functional block realized by, for example, the control unit 210 executing a program stored in the storage unit 220 and controlling hardware such as the input unit 230, output unit 240, and communication unit 250. In this embodiment, the main processes such as receiving a start instruction, detecting the fulfillment of start conditions, acquiring multiple target input information, managing the processing order, acquiring registered case information, generating a response draft, receiving a confirmation operation, acquiring confirmed response content, holding provisional case information, and controlling the reflection to subsequent target input information within the same processing batch are described as being performed by the user terminal 20.

[0052] The local storage unit 410 may store target input information, processing queue information, processing order information, information indicating the current processing target, registered case information, response draft, confirmed response content, provisional case information, case information to be reflected, progress information, display control information, operation history information, and other information during processing. The local storage unit 410 may also store cache, setting information, generation request information, generation result information, and other information temporarily stored on the user terminal 20.

[0053] In this specification, "local storage unit 410" refers to the logical storage means in the functional configuration shown in Figure 4. The local storage unit 410 can be implemented in the storage unit 220 with the hardware configuration shown in Figure 2, or in an external storage device that can communicate with it. That is, the local storage unit 410 may be implemented on the same physical resources as the storage unit 220 as hardware, or it may be implemented distributed across multiple physical storage resources.

[0054] In this specification, "target input information" refers to input information that is the subject of response text generation. Target input information may include, for example, reviews, word-of-mouth, inquiries, messages, reservation requests, free-response answers in surveys, and other user input information.

[0055] In this specification, "same processing batch" refers to a processing unit that includes multiple target input information identified as processing targets in response to receiving a start instruction or detecting the fulfillment of start conditions. A same processing batch may include, for example, multiple unanswered reviews displayed on the same screen, multiple inquiries received within the same period, multiple messages that have reached a predetermined number, or multiple target input information designated by the user as targets for batch processing.

[0056] In this specification, "processing queue information" refers to information for managing multiple target input information according to a predetermined processing order. Processing queue information may include, for example, identification information of the target input information to be processed, processing order information, information indicating the current processing target, information indicating processed target input information, information indicating subsequent target input information, information indicating skipped target input information, and other information. In this specification, "subsequent target input information" refers to target input information that is located in a later processing order than the target input information that is the current processing target, among multiple target input information included in the same processing batch. Subsequent target input information may be target input information that is processed immediately after the current processing target, or it may be any of multiple target input information that is processed after the current processing target.

[0057] In this specification, "response draft" refers to a draft text that shows the content of the response generated in response to the target input information. A response draft may include, for example, a reply draft to a review, a response draft to an inquiry, a guidance draft to a reservation request, a response to a message, and other draft texts.

[0058] In this specification, "confirmed response content" refers to the response content that has been confirmed by the user after a confirmation operation of the response draft. The confirmed response content may be content that the user has confirmed after editing the response draft, or content that the user has confirmed without editing the response draft.

[0059] In this specification, "registered case information" refers to case information registered in the case memory unit and which can be used for subsequent response text generation. Registered case information may include, for example, past target input information and the response content determined in correspondence with said past target input information. Registered case information may be managed in association with store, business operator, account, industry, service type, platform type, or other classifications.

[0060] In this specification, "provisional case information" refers to case information that includes the content of a finalized response determined within the same processing batch and is held in a state that can be reflected in the generation of a response text corresponding to subsequent target input information within the same processing batch, before it is persisted to the case storage unit, or without waiting for it to be persisted to the case storage unit. Provisional case information may be held, for example, in the local storage unit 410, temporary storage area, cache area, buffer area, browser memory area, extension module temporary storage area, volatile memory area allocated on the extension module process, memory variables referenced during the execution of the extension module, session storage, local storage, management server 30 temporary storage area, distributed cache, or temporary storage area associated with the same processing batch or processing queue information. Here, the extension module temporary storage area may include a volatile memory area allocated in the memory on the execution process of the browser extension and which can be destroyed when a tab, window, browser, or process is terminated. Provisional case information may also include case information that has not yet been persisted to the case storage unit.

[0061] In this specification, "case information to be reflected" refers to case information used when generating a response draft corresponding to target input information or subsequent target input information. At least in the embodiment relating to immediate reflection within the same processing batch of this embodiment, the case information to be reflected includes provisional case information held within the same processing batch. The case information to be reflected may include only provisional case information held within the same processing batch, or it may include both registered case information and provisional case information. The provisional case information included in the case information to be reflected may be before persistence to the case storage unit, and may be included in the generation request, prompt, generation input information, or case selection process corresponding to subsequent target input information. Furthermore, if multiple provisional case information is held within the same processing batch, the case information to be reflected may include all of the multiple provisional case information, or it may include only some of the provisional case information selected based on at least one of the most recent predetermined number, proximity in processing order, quality score, similarity, usage weight, legal risk score, policy violation score, or usage history. Note that an alternative embodiment in continuous reply mode may include an embodiment that uses only registered case information, which will be explained in the modifications described later. In this specification, "placeholder case" refers to provisional case information generated or registered in response to a confirmation operation, which may be updated after posting, transmission, saving, or linking to an external system is completed, based on the final confirmed response content, transmission result, posting result, or saving result. In this specification, "quality score" refers to an index indicating the degree of suitability for using case information or confirmed response content to generate a response draft corresponding to subsequent target input information. The quality score may be calculated based on, for example, the difference between the response draft and the confirmed response content, the amount of user editing, legal risk score, policy violation score, semantic consistency between the target input information and the confirmed response content, evaluation operation by the user, completion of posting or transmission, or cancellation or retraction. In this specification, "analysis results of target input information" refers to information obtained by analyzing the target input information or a screen or interface containing it. The analysis results of target input information may include, for example, at least one of the following: text candidates, evaluation candidates, input area candidates, category candidates, sentiment judgment results, importance, urgency, risk judgment results, or policy conformance judgment results.

[0062] The batch start reception unit 420 receives a start instruction to begin response processing for multiple target input information items, or detects that a start condition has been met. The start instruction may be, for example, a batch start operation for processing multiple unreplied reviews or unanswered messages at once, a button, a menu item, a shortcut key, an API call, a start request from an external system, or a similar instruction. The start condition may include, for example, the arrival of a predetermined time, the accumulation of a predetermined number of target input information items, the passage of a predetermined period of time, a transition to a predetermined status, or notification of a predetermined event from an external system.

[0063] The target input acquisition unit 430 acquires multiple target input information. For example, the target input acquisition unit 430 may acquire multiple target input information displayed on an administration screen, message screen, inquiry screen, or other interface provided by the platform server 50. The target input acquisition unit 430 may also acquire target input information for which a reply or response has not yet been completed, target input information that satisfies predetermined conditions, or target input information specified by the user.

[0064] The processing order management unit 440 manages multiple target input information as processing targets according to a predetermined processing order. The predetermined processing order may be, for example, the order of display on the screen, the order of submission date and time, the order of receipt date and time, the order of unaddressed period, the order of evaluation, the order of importance, or an order specified by the user. The processing order management unit 440 may also manage the target input information that is currently being processed and the subsequent target input information from among the multiple target input information.

[0065] The case information acquisition unit 450 may, if necessary, acquire registered case information related to the target input information that is currently being processed. For example, the case information acquisition unit 450 may acquire relevant registered case information from the management server 30 or local storage unit 410 based on the content, evaluation information, type, store information, business information, account information, industry information, service type information, or platform type information of the target input information that is currently being processed. More specifically, the case information acquisition unit 450 may acquire registered case information based on the string similarity, semantic similarity, distance between embedded representations, identical or similar evaluation ranges, identical or similar industries, identical or similar store categories, identical or similar platform types, or whether they are associated with the same store, business, or account between the target input information that is currently being processed and past target input information. Furthermore, if multiple registered case information entries are acquired, the case information acquisition unit 450 may select or rank the registered case information to be used for response draft generation based on similarity, usage weight, update timing, quality score, or usage history.

[0066] The response text generation unit 460 generates a response text corresponding to the target input information that is currently being processed, based on the target input information that is currently being processed. If registered case information has been acquired by the case information acquisition unit 450, the response text generation unit 460 may generate a response text corresponding to the target input information that is currently being processed, based on the target input information that is currently being processed and the registered case information. The response text generation unit 460 may generate the response text within the user terminal 20, or it may send a generation request to the management server 30 or the external generation processing device 40 and acquire the response text as a response.

[0067] The confirmation operation reception unit 470 accepts confirmation operations from the user regarding the response draft. Confirmation operations may include, for example, operations to approve the response draft, operations to confirm the response draft after editing it, operations to reflect the response draft in the reply input area or response input area, operations to confirm the response draft as a target for transmission, and other operations.

[0068] The confirmed response acquisition unit 480 acquires the confirmed response content after it has been confirmed through a confirmation operation received by the confirmation operation reception unit 470. For example, the confirmed response acquisition unit 480 may acquire the content entered in the reply input area, response input area, message input area, or other input areas based on the response draft as the confirmed response content.

[0069] The provisional case holding unit 490 holds case information, including the confirmed response content, in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch. For example, triggered by a confirmation operation, the provisional case holding unit 490 may hold the case information, including the confirmed response content, as provisional case information in the local storage unit 410, temporary storage area, cache area, buffer area, browser memory area, extension module temporary storage area, or volatile memory area allocated on the extension module process, before persisting it to the case storage unit. The provisional case information may be held, for example, as a variable in memory that is referenced during the execution of the browser extension and may disappear when a tab, window, browser, or process is terminated.

[0070] The reflection control unit 495 controls the generation of a response draft corresponding to subsequent target input information to use reflection target case information that includes at least provisional case information. For example, the reflection control unit 495 may include in the generation request corresponding to the subsequent target input information the final response content contained in the provisional case information, the target input information corresponding to the final response content, or expressions, tone, explanations, or response policies extracted from these. The reflection control unit 495 may also use only provisional case information held within the same processing batch, or both registered case information and provisional case information as reflection target case information. Furthermore, if multiple provisional case information is held within the same processing batch, the reflection control unit 495 may select the most recent predetermined number of provisional case information, provisional case information whose quality score meets predetermined conditions, provisional case information whose similarity to subsequent target input information meets predetermined conditions, or provisional case information whose usage weight meets predetermined conditions as reflection target case information.

[0071] Furthermore, the reflection control unit 495 or the response text generation unit 460 may, triggered by a confirmation operation, pre-generate a response text corresponding to the subsequent target input information using the reflection target case information, which includes provisional case information, before the subsequent target input information is displayed, selected, or set as a processing target. This pre-generation may involve sending a generation request to the external generation processing device 40 or the management server 30 before the user transitions to the next target input information, and obtaining a response text corresponding to the subsequent target input information as a response. This allows the response text corresponding to the subsequent target input information to be quickly displayed or made available for input into the input area when the subsequent target input information becomes the new current processing target.

[0072] The display control unit 498 controls the display of various information, including target input information, processing queue information, information indicating the current processing target, response draft, confirmed response content, registered case information, provisional case information, progress information, and the status of reflection to subsequent target input information. For example, the display control unit 498 may display the number of newly acquired provisional case information items within the same processing batch, the number of processed items, the number of remaining items, the order of the current processing targets, or the status of reflection to subsequent target input information.

[0073] Figure 5 shows an example of the functional configuration of the management server 30. As shown in Figure 5, the management server 30 may include a server storage unit 510, an authentication management unit 520, a configuration information management unit 530, a processing queue management unit 540, a case information management unit 550, a provisional case management unit 560, a case information provision unit 570, and a generation request management unit 580.

[0074] Each of these functional units is a functional block realized, for example, by the control unit 310 executing a program stored in the storage unit 320 and controlling hardware such as the communication unit 330. In this embodiment, the management server 30 is described as being mainly responsible for storage processing, authentication processing, configuration information management processing, processing queue management processing, case information management processing, provisional case information management processing, case information provision processing, and generation request management processing.

[0075] The server storage unit 510 stores user authentication information, contract plan information, store information, business information, account information, target input information, processing queue information, processing order information, response draft, confirmed response content, registered case information, provisional case information, case information to be reflected, progress information, registration history information, usage history information, and other information.

[0076] In this specification, "server storage unit 510" refers to the logical storage means in the functional configuration shown in Figure 5. The server storage unit 510 may be implemented in the storage unit 320 with the hardware configuration shown in Figure 3, or in an external storage device capable of communicating with it. The server storage unit 510 may be implemented on a single physical resource or distributed across multiple physical storage resources.

[0077] The authentication management unit 520 may perform user authentication based on authentication information transmitted from the user terminal 20. The configuration information management unit 530 may manage contract plan information, store information, business information, account information, industry information, platform type information, configuration information related to response draft generation, and other configuration information provided to the user terminal 20.

[0078] The processing queue management unit 540 may manage multiple target input information included in the same processing batch as a processing queue. For example, the processing queue management unit 540 may manage identification information, processing order information, information indicating the current processing target, information indicating processed target input information, information indicating subsequent target input information, information indicating skipped target input information, and other information for multiple target input information.

[0079] The case information management unit 550 manages registered case information. For example, the case information management unit 550 may manage case information, including past target input information and the response content confirmed in response to said past target input information, by associating it with classifications such as store, business operator, account, industry, service type, platform type, etc.

[0080] The provisional case management unit 560 may manage provisional case information, including confirmed response content, within the same processing batch. For example, the provisional case management unit 560 may receive provisional case information sent from the user terminal 20 and temporarily manage the provisional case information in association with the same processing batch or processing queue. Alternatively, the provisional case management unit 560 may persist the provisional case information as registered case information once the confirmed response content has been posted, sent, saved, or linked to an external system.

[0081] Furthermore, the provisional case management unit 560 may discard provisional case information or suppress its persistence as registered case information if a cancellation, retraction, skip, or termination operation is performed on the confirmed response content.

[0082] The case information provision unit 570 provides registered case information or case information to be reflected when generating a response draft corresponding to the target input information that is currently being processed or the subsequent target input information. For example, the case information provision unit 570 may provide registered case information related to the target input information that is currently being processed to the user terminal 20, the generation request management unit 580, or the external generation processing device 40. In addition, the case information provision unit 570 may provide case information to be reflected, including provisional case information, when generating a response draft corresponding to the subsequent target input information. In this case, the case information to be reflected may further include registered case information.

[0083] The generation request management unit 580 manages the generation requests for response drafts. For example, the generation request management unit 580 may generate a generation request that includes target input information, registered case information, provisional case information held within the same processing batch, and setting information as needed, and send it to the external generation processing device 40. Furthermore, when generating a response draft corresponding to the target input information that is the current processing target, the generation request management unit 580 may generate a generation request that includes registered case information, and when generating a response draft corresponding to subsequent target input information, it may generate a generation request that uses only provisional case information, or a reflection target case information that includes both registered case information and provisional case information. In addition, in response to a confirmation operation, the generation request management unit 580 may generate a generation request that uses reflection target case information including provisional case information before the subsequent target input information is set as the new current processing target, and pre-generate a response draft corresponding to the subsequent target input information. The generation request management unit 580 may obtain the response draft from the external generation processing device 40 and provide it to the user terminal 20.

[0084] The functional units of the user terminal 20 and the management server 30 are not limited to the examples described above. For example, at least some or all of the batch start reception unit 420, target input acquisition unit 430, processing order management unit 440, case information acquisition unit 450, response draft generation unit 460, confirmation operation reception unit 470, confirmed response acquisition unit 480, provisional case holding unit 490, reflection control unit 495, and display control unit 498, which were described as being performed by the user terminal 20, may be provided on the management server 30. In this case, the management server 30 may perform at least some or all of the following based on the start instruction, information indicating the fulfillment of the start condition, target input information, operation information, screen information, response draft, information indicating a confirmation operation, confirmed response content, or provisional case information transmitted from the user terminal 20: processing order management of multiple target input information, generation of response drafts, acquisition of confirmed response content, holding of provisional case information, reflection to subsequent target input information, pre-generation, persistence, discarding, or persistence suppression. Furthermore, the user terminal 20 may perform some or all of the functions described as being performed by the management server 30, or the external generation processing device 40 or the platform server 50 may perform some of these functions.

[0085] 4. Information Processing The information processing of Embodiment 1 will be described below.

[0086] (1) Overview of the process The information processing system 1000 receives a start instruction to begin response processing for multiple target input information, or detects that a start condition has been met, and manages the multiple target input information as processing targets according to a predetermined processing order. The information processing system 1000 generates a response draft corresponding to the target input information that is currently being processed, based on the target input information that is currently being processed among the multiple target input information. In one embodiment, the information processing system 1000 may acquire registered case information related to the target input information that is currently being processed, and generate a response draft corresponding to the target input information that is currently being processed, based on the target input information that is currently being processed and the registered case information.

[0087] Furthermore, the information processing system 1000 obtains the confirmed response content after the user has confirmed the response draft. The information processing system 1000 holds the case information, including the confirmed response content, as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch containing multiple target input information, before or without waiting for it to be persisted to the case storage unit. Then, when generating a response draft corresponding to the subsequent target input information, the information processing system 1000 uses the reflected case information, including the provisional case information. In one embodiment, the reflected case information may include registered case information and provisional case information that has not yet been persisted to the case storage unit.

[0088] Here, "target input information" refers to the input information that is the target of response text generation. Target input information may include, for example, reviews, word-of-mouth, inquiries, messages, reservation requests, free-response answers in surveys, and other user input information.

[0089] Furthermore, "start instruction" refers to an instruction to begin response processing for multiple target input information. A start instruction may be, for example, a batch start operation to process multiple unreplied reviews or unaddressed messages together, a button, a menu item, a shortcut key, an API call, a start request from an external system, or a similar instruction. Furthermore, "start condition" refers to a condition for beginning response processing for multiple target input information. A start condition may include, for example, the arrival of a predetermined time, the accumulation of a predetermined number of target input information items, the passage of a predetermined period of time, a transition to a predetermined status, or notification of a predetermined event from an external system. A batch start operation is an example of a start instruction.

[0090] Furthermore, "managing as processing targets according to a predetermined processing order" means managing multiple target input information in a way that allows for the identification of the current target input information and subsequent target input information. The predetermined processing order may be, for example, the order of display on the screen, the order of posting date and time, the order of receiving date and time, the order of unaddressed period, the order of evaluation, the order of importance, or an order specified by the user.

[0091] Furthermore, "registered case information" refers to case information that is registered in the case memory unit and can be used for subsequent response text generation. Registered case information may include, for example, past target input information and the response content that was determined in response to that past target input information. When generating a response text corresponding to the target input information that is currently being processed, the information processing system 1000 may use registered case information, or it may generate a response text based on the target input information or other information without using registered case information.

[0092] Furthermore, "generating a response draft" means generating candidate response content for the target input information that is currently being processed. The response draft may be generated based on, for example, the target input information, store information, business information, account information, industry information, platform type information, or other information. In addition, the response draft may be generated based on registered case information related to the target input information.

[0093] Furthermore, "obtaining the finalized response content" refers to obtaining the response content that was ultimately adopted after the user has confirmed, edited, approved, reflected in the reply input area, issued a posting instruction, and issued a sending instruction for the generated response draft. The finalized response content may be the content after the response draft has been edited, or it may be the content after the response draft has been adopted as is.

[0094] Furthermore, "same processing batch" refers to a processing unit that includes multiple target input information identified as processing targets in response to receiving a start instruction or detecting the fulfillment of start conditions. A same processing batch may include, for example, multiple unanswered reviews displayed on the same screen, multiple inquiries received within the same period, multiple messages that have reached a predetermined number, or multiple target input information designated by the user as targets for batch processing.

[0095] Furthermore, "maintaining in a state where it can be reflected" means maintaining case information, including the confirmed response content, in a state where it can be used to generate a response draft corresponding to subsequent target input information. Maintaining in a state where it can be reflected is not limited to persisting the case information to the case storage unit of the management server 30, but may also include maintaining it as provisional case information in the local storage unit of the user terminal 20, temporary storage area, cache area, buffer area, browser memory area, extension module temporary storage area, volatile memory area allocated on the extension module process, memory variables referenced during the execution of the extension module, session storage, local storage, the temporary storage area of ​​the management server 30, distributed cache, or temporary storage area associated with the same processing batch or processing queue information, before persistence to the case storage unit or without waiting for persistence to the case storage unit. In addition, maintaining in a state where it can be reflected may also include maintaining the confirmed response content itself, maintaining expressions, tone, explanations, response policies, correction differences, summary information, features, or embedded expressions extracted from the confirmed response content, or managing them in a state where they can be included in the generation request corresponding to subsequent target input information.

[0096] Furthermore, "case information to be reflected" refers to case information used when generating a response draft corresponding to the target input information or subsequent target input information. At least in the embodiment relating to immediate reflection within the same processing batch of this embodiment, the case information to be reflected includes provisional case information held within the same processing batch. The case information to be reflected may include only provisional case information held within the same processing batch, or it may include both registered case information and provisional case information. Provisional case information may be included in the case information to be reflected even if it has not yet been persisted in the case storage unit. Also, if multiple provisional case information is held within the same processing batch, the case information to be reflected may include all of the multiple provisional case information, or it may include only some of the provisional case information selected based on at least one of the most recent predetermined number of cases, proximity in processing order, quality score, similarity with subsequent target input information, usage weight, legal risk score, policy violation score, or usage history. Note that another embodiment in continuous reply mode may include an embodiment that uses only registered case information, which will be explained in the modified examples described later.

[0097] By performing such processing, the information processing system 1000 can quickly reflect the response content determined earlier within the same processing batch in the generation of response drafts corresponding to subsequent target input information, without waiting for persistence processing to the case memory unit or communication processing, when processing multiple target input information at once.

[0098] For example, when processing multiple reviews in a batch, the wording, tone, explanation, or response strategy that the user has revised or finalized for the first review can be reflected in the draft response for subsequent reviews within the same processing batch. This improves the consistency and suitability of the response drafts within the same processing batch.

[0099] Furthermore, if case information including confirmed response content is held as provisional case information before being persisted to the case memory unit, it can be reflected in subsequent target input information without waiting for persistence processing to the server or communication processing. This allows confirmed response content to be immediately reflected in response text generation within the same processing batch while minimizing the impact of communication delays or server processing load. In addition, if a cancel, retract, skip, or termination operation is performed, provisional case information can be discarded or persistence to the case memory unit can be suppressed, thereby preventing response content that was ultimately not adopted from being accumulated as registered case information.

[0100] Furthermore, by persisting provisional case information when the finalized response content has been posted, sent, saved, or linked to an external system, and by discarding or suppressing the persistence of provisional case information when a cancellation, retraction, skip, or termination operation is performed, it is possible to prevent responses that were ultimately not adopted from being accumulated as registered case information.

[0101] Therefore, according to the information processing system 1000, when processing multiple target input information at once, the confirmed response content obtained within the processing batch can be immediately used for subsequent response text generation, while flexibly controlling the timing of persistence of case information. This makes it possible to improve the efficiency of response work, enhance the quality of response texts, and suppress the accumulation of unnecessary or inappropriate case information.

[0102] (2) Details of information processing The details of the information processing in this embodiment will be described below with reference to Figures 6 and 7. Figure 6 is a flowchart showing an example of the flow of response draft generation and case information reflection processing within the same processing batch. Figure 7 is a flowchart showing an example of the flow of processing that controls the retention, persistence, and deletion of provisional case information.

[0103] In this specification, "review management interface" means an interface for displaying reviews, word-of-mouth, inquiries, messages, and other target input information, and for inputting or sending responses to such target input information. The review management interface may include, for example, management screens provided by online review services, store information services, word-of-mouth management services, inquiry management services, reservation management services, or message management services.

[0104] In this specification, "provisional case information" refers to case information that includes the content of a finalized response determined within the same processing batch and is held in a state that can be reflected in the generation of a response draft corresponding to subsequent target input information within the same processing batch, before being persisted to the case storage unit, or without waiting for persistence to the case storage unit. Provisional case information may be held in the local storage unit 410, temporary storage area, cache area, buffer area, browser memory area, extension module temporary storage area, volatile memory area allocated on the extension module process, memory variables referenced during the execution of the extension module, session storage, local storage, management server 30 temporary storage area, distributed cache, or temporary storage area associated with the same processing batch or processing queue information.

[0105] In this specification, "persistence" means storing case information, including the confirmed response content, in a case storage unit, server storage unit, database, or similar storage means as registered case information that can be used for subsequent response draft generation. Persistence may be performed at the time of confirmation, when posting, transmission, saving, or linking to an external system is completed, or both.

[0106] (Step S601) The batch start reception unit 420 receives a start instruction to begin response processing for multiple target input information items, or detects that a start condition has been met. The start instruction may be, for example, a batch start operation for processing multiple unreplied reviews, unanswered inquiries, or unanswered messages together, a button, a menu item, a shortcut key, an API call, a start request from an external system, or a similar instruction. The start condition may include, for example, the arrival of a predetermined time, the accumulation of a predetermined number of target input information items, the passage of a predetermined period of time, a transition to a predetermined status, or notification of a predetermined event from an external system. The batch start reception unit 420 then proceeds to step S602.

[0107] (Step S602) The target input acquisition unit 430 acquires multiple target input information in response to receiving a start instruction or detecting that the start conditions have been met. The target input information may be, for example, reviews, word-of-mouth, inquiries, messages, reservation requests, free-response answers in questionnaires, or other user input information. The target input acquisition unit 430 may also acquire multiple reviews that are the target of a reply from among the multiple reviews displayed on the review management interface as target input information. The target input acquisition unit 430 then proceeds to step S603.

[0108] (Step S603) The processing order management unit 440 manages multiple target input information as processing targets according to a predetermined processing order. The predetermined processing order may be, for example, the order of display on the screen, the order of submission date and time, the order of receipt date and time, the order of unaddressed period, the order of evaluation, the order of importance, or an order specified by the user. The processing order management unit 440 may also manage the target input information that is currently being processed and the subsequent target input information in an identifiable manner. The processing sequence management unit 440 then proceeds to step S604.

[0109] (Step S604) The case information acquisition unit 450 may, if necessary, acquire registered case information related to the target input information that is currently being processed. For example, the case information acquisition unit 450 may acquire relevant registered case information based on the content, evaluation information, type, store information, business information, account information, industry information, service type information, or platform type information of the target input information that is currently being processed. The case information acquisition unit 450 then proceeds to step S605.

[0110] (Step S605) The response text generation unit 460 generates a response text corresponding to the target input information that is currently being processed, based on the target input information that is currently being processed. If registered case information has been acquired in step S604, the response text generation unit 460 may generate a response text corresponding to the target input information that is currently being processed, based on the target input information that is currently being processed and the registered case information. Also, if a response text previously generated in step S609 is held for the target input information that is currently being processed, the response text generation unit 460 may acquire the previously generated response text and update or regenerate the response text as necessary. The response text generation unit 460 may generate the response text within the user terminal 20, or it may send a generation request to the management server 30 or the external generation processing device 40 and acquire the response text as a response. The response text generation unit 460 then proceeds to step S606.

[0111] (Step S606) The confirmation operation reception unit 470 accepts confirmation operations from the user regarding the response draft. Confirmation operations may include, for example, operations to approve the response draft, operations to confirm the response draft after editing it, operations to reflect the response draft in the reply input area or response input area, operations to confirm the response draft as a target for transmission, and other operations. The confirmation operation reception unit 470 then proceeds to step S607.

[0112] (Step S607) The confirmed response acquisition unit 480 acquires the confirmed response content after the confirmation operation in step S606. The confirmed response content may be the content after the response draft has been edited by the user, or it may be the content that has been confirmed without the response draft being edited. The confirmed response acquisition unit 480 then proceeds to step S608.

[0113] (Step S608) The provisional case holding unit 490 holds case information, including the confirmed response content, in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch. For example, the provisional case holding unit 490 may, triggered by a confirmation operation, hold the case information, including the confirmed response content, as provisional case information in the local storage unit 410, temporary storage area, cache area, buffer area, browser memory area, extension module temporary storage area, or volatile memory area allocated on the extension module process, before persisting it to the case storage unit. The provisional case holding unit 490 then proceeds to step S609.

[0114] (Step S609) The reflection control unit 495 controls the system to use reflection target case information that includes at least provisional case information when generating a response draft corresponding to subsequent target input information. For example, the reflection control unit 495 may include in the generation request corresponding to the subsequent target input information the final response content contained in the provisional case information, the target input information corresponding to the final response content, or expressions, tone, explanations, or response policies extracted from these. The reflection control unit 495 may also use only provisional case information held within the same processing batch, or both registered case information and provisional case information as reflection target case information. Furthermore, if multiple provisional case information is held within the same processing batch, the reflection control unit 495 may select a predetermined number of the most recent provisional case information, provisional case information whose quality score meets a predetermined condition, provisional case information whose similarity to the subsequent target input information meets a predetermined condition, or provisional case information whose usage weight meets a predetermined condition, and use these to generate a response draft corresponding to the subsequent target input information. In one embodiment, the response text generation unit 460 or the reflection control unit 495 may, triggered by a confirmation operation, pre-generate a response text corresponding to the subsequent target input information using reflection target case information including provisional case information, before the subsequent target input information is displayed, selected, or set as the new current processing target. For example, after receiving a confirmation operation, the response text generation unit 460 or the reflection control unit 495 may, without waiting for a transition operation to the next target input information, generate a generation request for the target input information located in the next processing order or a predetermined number of subsequent target input information, and obtain a response text. This allows the response text corresponding to the subsequent target input information to be quickly displayed or made available for input into the input area when the subsequent target input information is set as the new current processing target. The reflection control unit 495 then proceeds to step S610.

[0115] (Step S610) The processing order management unit 440 determines whether or not there is subsequent target input information within the same processing batch. If there is subsequent target input information, the processing order management unit 440 may set the subsequent target input information as the new current processing target and repeat the processing from step S604 onward. If there is no subsequent target input information, the processing order management unit 440 may terminate the response processing for the same processing batch.

[0116] Through the processing described in steps S601 to S610, the information processing system 1000 can quickly reflect provisional case information, including response content determined earlier within the same processing batch, in the generation of response drafts corresponding to subsequent target input information, without waiting for persistence processing to the case storage unit or communication processing, when processing multiple target input information at once. This improves the consistency and suitability of response drafts within the same processing batch.

[0117] Next, we will explain the process for controlling the retention, persistence, and destruction of provisional case information. Figure 7 is an example of a flowchart related to this process.

[0118] (Step S701) The provisional case holding unit 490 holds case information, including the confirmed response content, as provisional case information. The provisional case information may include case information that has been confirmed within the same processing batch and has not yet been persisted in the case storage unit. The provisional case holding unit 490 may also hold the provisional case information in association with the same processing batch or processing queue information. The provisional case holding unit 490 then proceeds to step S702.

[0119] (Step S702) The provisional case holding unit 490 or the provisional case management unit 560 stores provisional case information in the local storage unit 410, temporary storage area, cache area, buffer area, browser memory area, extension module temporary storage area, volatile memory area allocated on the extension module process, memory variables referenced during extension module execution, session storage, local storage, management server 30 temporary storage area, distributed cache, or temporary storage area associated with the same processing batch or processing queue information. This allows the information processing system 1000 to use provisional case information to generate response drafts corresponding to subsequent target input information without waiting for persistence processing or communication processing to the management server 30. Furthermore, if provisional case information is stored in a volatile memory area allocated on the extension module process or in memory variables, the provisional case information may be deleted when a tab, window, browser, or process is terminated. The provisional case holding unit 490 or the provisional case management unit 560 then proceeds to step S703.

[0120] (Step S703) The provisional case holding unit 490 or the provisional case management unit 560 determines whether the final response content has been posted, transmitted, saved, or linked to an external system. If posting, transmission, saving, or linking to an external system is complete, the provisional case holding unit 490 or the provisional case management unit 560 proceeds to step S704. If posting, transmission, saving, or linking to an external system is not complete, the provisional case holding unit 490 or the provisional case management unit 560 proceeds to step S705.

[0121] (Step S704) The provisional case holding unit 490 or the provisional case management unit 560 persists the provisional case information in the case storage unit as registered case information. For example, the provisional case holding unit 490 or the provisional case management unit 560 may store the confirmed response content, the target input information corresponding to the confirmed response content, processing batch identification information, processing order information, store information, business information, account information, or platform type information in association with each other. The provisional case holding unit 490 or the provisional case management unit 560 then proceeds to step S707.

[0122] (Step S705) The provisional case holding unit 490 or the provisional case management unit 560 determines whether a cancellation, retraction, skip, or termination operation has been performed on the confirmed response content. If a cancellation, retraction, skip, or termination operation has been performed, the provisional case holding unit 490 or the provisional case management unit 560 proceeds to step S706. If no cancellation, retraction, skip, or termination operation has been performed, the provisional case holding unit 490 or the provisional case management unit 560 may monitor for completion of posting, transmission, saving, or linking to an external system, or for the occurrence of a cancellation, retraction, skip, or termination operation. In this case, the provisional case holding unit 490 or the provisional case management unit 560 may repeat the processing in step S703 or step S705 after a predetermined time has elapsed.

[0123] (Step S706) The provisional case storage unit 490 or the provisional case management unit 560 discards provisional case information or suppresses its persistence as registered case information. For example, the provisional case storage unit 490 or the provisional case management unit 560 may delete provisional case information held in the local storage unit 410, temporary storage area, cache area, or buffer area. The provisional case storage unit 490 or the provisional case management unit 560 may also control the execution of registration requests, persistence requests, or placeholder case update requests corresponding to the provisional case information. This prevents responses that were ultimately not adopted from being accumulated as registered case information. The provisional case holding unit 490 or the provisional case management unit 560 then proceeds to step S707.

[0124] (Step S707) The display control unit 498 may display progress information including the number of provisional case information records, the number of registered case information records that have been persisted, the number of discarded cases, the number of processed cases, the number of remaining cases, the order of the current processing targets, or the status of reflection to subsequent target input information. This makes it easier for the user to understand how much case information is generated within the same processing batch and how it is reflected in the subsequent response draft generation.

[0125] In one embodiment, the provisional case holding unit 490 or the provisional case management unit 560 may, in response to a confirmation operation, transmit case information including the confirmed response content to a server device and register it as a placeholder case. The provisional case holding unit 490 or the provisional case management unit 560 may then update the placeholder case after the posting, transmission, or saving of the confirmed response content is completed. This ensures that case information usable for reflection in subsequent target input information is secured at the time of the confirmation operation, while updating to the final confirmed response content after the posting or transmission is completed.

[0126] In one embodiment, the reflection control unit 495 or the case information provision unit 570 may acquire learning control conditions related to the confirmed response content. The learning control conditions may include, for example, evaluation information associated with the target input information, evaluation range, content of the target input information, content of the confirmed response content, amount of user editing, amount of difference, confirmation time, whether or not posting or transmission is complete, legal risk score, policy violation score, progress status, store information, business information, account information, industry information, service type information, or platform type information.

[0127] In one embodiment, the reflection control unit 495 or the case information provision unit 570 may determine learning policy information that includes at least one of the following based on learning control conditions: a registration eligibility condition that determines whether or not to register the confirmed response content as case information; a pool designation condition that determines the registration destination of the case information; and a usage weight condition that determines the contribution of the case information when it is reflected in subsequent target input information or when it is used in the future. The reflection control unit 495 or the case information provision unit 570 may then control the retention, persistence, reflection in subsequent target input information, or usage weight of the provisional case information as case information to be reflected, based on the learning policy information. This makes it possible to adjust the degree to which even confirmed response content is reflected in subsequent generation according to risk, quality, progress, or business conditions.

[0128] In one embodiment, the display control unit 498 may display progress information including at least one of the following: the number of newly acquired case information items within the same processing batch, the quality score of the case information, the trend of the quality score, the number of processed items, the number of remaining items, the order of the current processing target, or the status of reflection to subsequent target input information. The quality score may be calculated based on, for example, at least one of the following: the difference between the response draft and the final response content, the amount of user editing, the presence or absence of prohibited or cautionary expressions in the final response content, the legal risk score, the policy violation score, the semantic consistency between the target input information and the final response content, whether or not the user has performed an approval operation, whether or not posting or sending has been completed, or whether or not it has been canceled or withdrawn. For example, the display control unit 498 or the reflection control unit 495 may calculate a high quality score for case information where the amount of user editing is within a predetermined range, the legal risk score and policy violation score are below a predetermined threshold, and posting or sending has been completed. On the other hand, the display control unit 498 or the reflection control unit 495 may calculate a lower quality score or exclude the case information from being reflected in subsequent target input information if prohibited expressions are included, the policy violation score is above a predetermined threshold, or a cancellation or reversal operation is performed. This allows the user to proceed with response processing while checking the status of the case information generated and retained during batch processing.

[0129] In one embodiment, the response draft generation unit 460, the reflection control unit 495, or the generation request management unit 580 may determine a processing mode for generating a response draft, sending a confirmed response, retaining case information, or persisting case information based on the analysis results of the target input information and business control conditions. The processing mode may include at least one of the following: a fully automatic mode that automatically executes everything from generating to sending the response draft; an automatic mode with confirmation that automatically executes transmission after user approval; and a proposal mode that only presents a response draft. The analysis results of the target input information may include, for example, at least one of the following: a text candidate, an evaluation candidate, an input area candidate, a category candidate, a sentiment judgment result, importance, urgency, a legal risk judgment result, or a policy compliance judgment result.

[0130] In one embodiment, the business control conditions may include at least one of the following: evaluation range, legal risk score, policy violation score, progress, user privileges, contract plan, platform specifications, operational settings for each store or business operator, or the quality score of provisional case information held within the processing batch. The response draft generation unit 460, the reflection control unit 495, or the generation request management unit 580 may select the fully automatic mode, for example, when the legal risk score and policy violation score are below a predetermined threshold and automatic transmission is permitted by the user or store settings. Alternatively, the response draft generation unit 460, the reflection control unit 495, or the generation request management unit 580 may select the automatic mode with confirmation when the evaluation range is in the low evaluation range, when the target input information includes content related to complaints, medical, legal, refunds, accidents, or safety, or when the legal risk score or policy violation score is above the first threshold. Furthermore, the response draft generation unit 460, the reflection control unit 495, or the generation request management unit 580 may select the suggestion mode if the legal risk score or policy violation score is above the second threshold, if automatic transmission is not permitted by the platform specifications, or if the user's privileges do not include transmission privileges. This makes it easier to implement response processing according to operational conditions, such as increasing the degree of automation for low-risk responses and requiring user confirmation for high-risk responses.

[0131] Thus, according to this embodiment, the response content determined within the same processing batch can be retained as provisional example information even before persistence, and can be used to generate response drafts corresponding to subsequent target input information. Therefore, the latest response content obtained within the same processing batch can be reflected in subsequent response draft generation without waiting for writing to the server or persistence processing.

[0132] Furthermore, according to this embodiment, provisional case information can be persisted once posting, transmission, or saving is complete, and provisional case information can be discarded or persistence suppressed if cancellation, retraction, skipping, or termination occurs. Therefore, it is possible to prevent responses that were not ultimately adopted or unnecessary responses from being accumulated as registered case information.

[0133] Furthermore, according to this embodiment, it is possible to control the reflection, persistence, usage weight, or processing mode of provisional case information in subsequent generation based on learning control conditions or business control conditions. Therefore, it is possible to perform flexible response processing according to risk, quality, progress, or operational policy while achieving immediate reflection within the same processing batch.

[0134] The execution order of the steps shown in Figures 6 and 7 is not limited to the examples above. For example, the acquisition of registered case information shown in step S604 may be performed in advance for multiple target input information after receiving a start instruction or after detecting that the start condition has been met. Also, the retention of provisional case information shown in step S608 and the persistence shown in step S704 may be performed simultaneously or at different times, depending on the system configuration or operation settings. Furthermore, the determination shown in step S705 and the discard or persistence suppression shown in step S706 may be performed consecutively in response to the same processing event, or may be performed by different processing entities depending on the type of operation (cancel operation, revoke operation, skip operation, or terminate operation). In addition, at least a portion of each process shown in Figures 6 and 7 may be shared among the user terminal 20, management server 30, external generation processing device 40, and platform server 50.

[0135] (3) Effects of the embodiment According to this embodiment, it is possible to receive a start instruction to begin response processing for multiple target input information, or to detect the fulfillment of a start condition, manage multiple target input information as processing targets according to a predetermined processing order, and generate a response draft corresponding to the target input information that is currently being processed. This makes it possible to efficiently proceed with response processing for multiple reviews, inquiries, messages, etc., in accordance with the processing order.

[0136] Furthermore, according to this embodiment, a response draft can be generated based on the target input information that is currently being processed. In one embodiment, registered case information related to the target input information that is currently being processed can be obtained, and a response draft can be generated based on the target input information that is currently being processed and the registered case information. This makes it easier to generate a response draft that reflects past response cases and makes it easier to generate a response draft that is in line with the response trends of each store, business operator, or account.

[0137] Furthermore, according to this embodiment, the confirmed response content, which has been finalized through a user confirmation operation, can be obtained, and the case information including the finalized response content can be maintained in a state that can be reflected in the generation of response texts corresponding to subsequent target input information within the same processing batch. This makes it possible to quickly reflect the response content that was previously finalized within the same processing batch in the generation of subsequent response texts.

[0138] Furthermore, according to this embodiment, when generating a response draft corresponding to subsequent target input information, it is possible to use the reflected case information, which includes provisional case information held within the same processing batch. Therefore, it is possible to generate a subsequent response draft using the final response content newly obtained during the processing batch. In one embodiment, the reflected case information may include both registered case information that existed before the start of the processing batch and provisional case information newly obtained during the processing batch.

[0139] Furthermore, according to this embodiment, among the multiple reviews displayed on the review management interface, multiple reviews that are the target of a reply can be identified as target input information and managed as a processing queue. This makes it easier to manage the current processing target and subsequent processing targets when replying to multiple reviews sequentially on the review management screen.

[0140] Furthermore, according to this embodiment, upon receiving a start instruction or detecting the fulfillment of a start condition, multiple target input information can be identified, the processing order can be set, and registered case information can be acquired in advance from the case storage unit. This makes it easier to efficiently prepare the necessary case information before starting the generation of response texts for multiple target input information or during the processing.

[0141] Furthermore, according to this embodiment, triggered by a confirmation operation, case information including the confirmed response content can be held as provisional case information in the local storage, temporary storage area, cache area, or buffer area before being persisted in the case storage unit. This makes it easier to reflect the case information in the generation of response texts for subsequent target input information within the same processing batch without waiting for writing to the server or persistence processing.

[0142] Furthermore, according to this embodiment, case information that has been finalized within the same processing batch but has not yet been persisted in the case memory unit can be used as provisional case information for subsequent response draft generation. This makes it possible to reflect the latest response trends obtained within the processing batch in subsequent processing while suppressing the impact of communication delays or server processing load.

[0143] Furthermore, according to this embodiment, case information including the confirmed response content can be persistently stored in the case storage unit when the confirmation operation is performed, when the confirmed response content is posted or transmitted to an external system, or both. This allows for flexible setting of the persistence timing of case information according to the system configuration, communication environment, processing load, or operational policy.

[0144] Furthermore, according to this embodiment, when the finalized response content has been posted, transmitted, saved, or linked to an external system, the provisional case information can be persisted in the case storage unit. When a cancellation, retraction, skip, or termination operation is performed, the provisional case information can be discarded or persistence can be suppressed. This prevents responses that were not ultimately adopted from being accumulated as registered case information.

[0145] Furthermore, according to this embodiment, in response to a confirmation operation, case information including the confirmed response content is sent to the server device and registered as a placeholder case, and the placeholder case can be updated after posting, transmission, or saving is completed. This makes the case information available for subsequent processing at the time of the confirmation operation, while also allowing the case information to be updated based on the final posted or transmitted content.

[0146] Furthermore, according to this embodiment, learning policy information including at least one of registration eligibility conditions, pool designation conditions, and usage weight conditions can be determined based on learning control conditions related to the confirmed response content, and the retention, persistence, reflection in subsequent target input information, or usage weight as reflected target case information can be controlled. As a result, even if the response content is confirmed within the same processing batch, the contribution when it is reflected in subsequent generation or used in the future can be adjusted according to quality, risk, or business conditions.

[0147] Furthermore, according to this embodiment, evaluation information, evaluation range, content of target input information, content of confirmed response, amount of user editing, amount of difference, confirmation time, completion of posting or transmission, legal risk score, policy violation score, progress status, store information, business information, account information, industry information, service type information, or platform type information can be used as learning control conditions. This makes it easier to control the retention, persistence, and reflection of case information in subsequent generation from multiple perspectives.

[0148] Furthermore, according to this embodiment, progress information including the number of newly acquired case information entries within the same processing batch, the quality score of the case information, the trend of the quality score, the number of processed cases, the number of remaining cases, the order of the current processing targets, or the status of reflection to subsequent target input information can be displayed. This allows the user to proceed with response processing while understanding how much case information is being generated and reflected during batch processing.

[0149] Furthermore, according to this embodiment, it is possible to determine the processing mode for generating a response draft, sending a confirmed response, retaining case information, or persisting case information based on the analysis results of the target input information and the business control conditions. This makes it easier to adjust the degree of autonomy of the response processing according to the nature of the response content or business conditions.

[0150] Furthermore, according to this embodiment, it is possible to dynamically switch between fully automatic mode, automatic mode with confirmation, and suggestion mode based on business control conditions. This makes it easier to implement response processing according to operational conditions, such as increasing the degree of automation for low-risk responses and introducing user confirmation for high-risk responses.

[0151] As described above, according to this embodiment, when processing multiple target input information at once, the response content determined within the same processing batch can be immediately reflected in the generation of response text for subsequent target input information. This makes it possible to improve the efficiency of response work, improve the consistency and quality of response text within the same processing batch, reduce the impact of communication delays, and suppress the accumulation of unnecessary or inappropriate case information.

[0152] (modified version) Hereinafter, Modifications 1 to 15 are described as examples of how the configuration and processing according to the embodiment can be implemented with various modifications. The configurations or processing described in each of the following modifications can be implemented in any combination as long as they do not contradict each other. Furthermore, the configurations or processing described in each modification are arbitrary configurations that can be additionally applied to the basic processing that uses the example information when generating a response to the current target input information, and the basic processing can be executed even if the modifications are not applied.

[0153] (Modification 1: Division of responsibilities for executing the process) The division of processing among the user terminal 20, management server 30, external generation processing device 40, and platform server 50 is not limited to the above-described configuration. For example, the user terminal 20 may receive a start command, detect when the start conditions are met, acquire target input information, display a draft response, receive a confirmation operation, and acquire the confirmed response content, while the management server 30 may manage processing queue information, acquire registered case information, manage provisional case information, reflect it in subsequent target input information, and perform persistence control. Alternatively, the management server 30 may perform at least some or all of the following: receiving a start command, detecting when the start conditions are met, acquiring multiple target input information, managing the processing order of multiple target input information, generating a draft response, acquiring the confirmed response content, holding provisional case information, reflecting it in subsequent target input information, pre-generation, persistence, discarding, or persistence suppression, while the user terminal 20 may function as an input / output terminal that sends operation information, target input information, confirmed response content, or display requests to the management server 30 and displays the draft response or progress information acquired from the management server 30.

[0154] This configuration allows for flexible adjustment of processing load depending on the client's computing resources, the server's computing resources, communication load, response speed, security requirements, or the operating environment. Furthermore, it supports not only the execution of each process described in the claim on the user terminal 20, but also on the management server 30, and on the user terminal 20 and the management server 30 working together to execute the processes.

[0155] (Example 2: Transformation of target input information) The target input information is not limited to reviews, testimonials, inquiries, messages, reservation requests, and free-form responses in surveys. For example, the target input information may also include chat logs, email bodies, transcripts of phone calls, customer requests, complaint records, post-visit surveys, sales meeting notes, support tickets, internal application documents, comment section posts, social media posts, and other input information that can be used to generate response drafts.

[0156] With this configuration, the batch processing described in this embodiment can be applied not only to review response tasks, but also to customer service, reservation handling, inquiry handling, sales support, internal processing, and various other response tasks.

[0157] (Variation 3: Variation of the same processing batch and processing order) A single processing batch is not limited to multiple target input information identified at once in response to a batch start operation. For example, a single processing batch may include multiple target input information identified in response to receiving a start instruction or detecting the fulfillment of start conditions. A start instruction is not limited to user operations and may include API calls, start requests from external systems, scheduled execution requests, or similar instructions. Start conditions may include the arrival of a predetermined time, the accumulation of a predetermined number of target input information, the elapsed of a predetermined period, a transition to a predetermined status, or notification of a predetermined event from an external system. Furthermore, a single processing batch may include multiple target input information displayed on the same screen, multiple target input information corresponding to the same store or account, multiple target input information received within the same period, or multiple target input information manually selected by the user. The processing order may also be the order in which the information is displayed on the screen, by posting date and time, by receiving date and time, by evaluation, by importance, by urgency, by the length of time the information has been handled, or by a user-specified order.

[0158] This configuration allows for flexible configuration of the processing targets and their processing order, depending on the business screen, the nature of the input information, the user's operational policies, or the processing load.

[0159] (Variation 4: Modification of confirmation operation and confirmation response content) The confirmation operation is not limited to the operation of approving the response draft. For example, the confirmation operation may be the operation of saving the response draft after editing it, the operation of reflecting the response draft in the reply input area or response input area, the operation of designating the response draft as a target for transmission, the operation of confirming the response draft as a draft, the operation of linking the response draft to an external system, or the operation of specifying that the response draft should be reflected in subsequent generation. Furthermore, the confirmed response content may be the response content that was actually sent, the response content that was saved as a draft before transmission, or the response content that the user designated as a target for reflection in subsequent processing.

[0160] This configuration allows for flexible configuration of the timing and target of acquiring confirmed response content, according to the transmission specifications, user confirmation flow, and operational rules for each platform.

[0161] (Modification example 5: Modification of the location where provisional case information is stored) The location where provisional case information is stored is not limited to the local storage unit 410 of the user terminal 20. For example, provisional case information may be stored in the browser's memory area, the extension module's temporary storage area, session storage, local storage, cache area, the management server 30's temporary storage area, distributed cache, or external storage device. Furthermore, provisional case information may be deleted when the same processing batch ends, after a predetermined time has elapsed, when the user terminates the process, or when the persistence process is completed.

[0162] This configuration allows for flexible configuration of the storage location and retention period of provisional case information, depending on the communication environment, processing speed, security requirements, terminal performance, or server load.

[0163] (Variation 6: Modification of the content reflected in subsequent target input information) The content reflected in the generation of response text corresponding to subsequent target input information is not limited to the entire text of the confirmed response. For example, the reflection control unit 495 may include expressions, tone, level of politeness, expressions of gratitude, expressions of apology, expressions encouraging repeat visits, policies to avoid prohibited expressions, explanatory content, response policies, correction differences, summary information, features, or embedded expressions extracted from the confirmed response in the generation request corresponding to the subsequent target input information. Furthermore, the reflection control unit 495 may not use the provisional case information as is, but may perform predetermined formatting, summarization, anonymization, risk assessment, or weighting before reflecting it in subsequent generation.

[0164] This configuration allows for the extraction and use of information useful for subsequent generation from the confirmed response content, thereby improving the consistency of the response draft while making it easier to suppress the inclusion of unnecessary or risky information.

[0165] (Variation 7: Variation of persistence timing) The timing for persisting case information, including confirmed response details, is not limited to the time of confirmation or completion of posting or transmission. For example, persistence may be performed after saving as a draft, after administrator approval, after integration with an external system is completed, after a predetermined period of time has elapsed, after the completion of the same processing batch, after an explicit save operation by the user, or after the completion of a predetermined inspection process. Alternatively, temporary registration or placeholder registration may be performed at the time of confirmation, and then full registration or update may be performed after completion of posting, transmission, approval, or inspection.

[0166] This configuration allows for the persistence of case information based on whether the confirmed response was actually used, whether it passed administrator verification, or whether subsequent inspections determined that there were no problems.

[0167] (Variation 8: Variation of destruction or suppression of permanence) The discarding or suppression of persistence of provisional case information is not limited to cases where a cancel, retract, skip, or terminate operation is performed. For example, the information processing system 1000 may discard or suppress persistence of provisional case information if the final response is not posted or transmitted, rejected by the user, the legal risk score or policy violation score is above a predetermined threshold, the final response contains prohibited words, the relevance to the target input information is low, or processing is not completed within a predetermined time.

[0168] This configuration prevents responses that were ultimately not adopted, responses with risks, or responses unsuitable for subsequent use from being accumulated as registered case information.

[0169] (Modification 9: Modification of learning control conditions and learning policy information) Learning control conditions are not limited to evaluation information, evaluation range, content of target input information, content of confirmed response, amount of user editing, amount of difference, confirmation date, completion of posting or transmission, legal risk score, policy violation score, progress, store information, business information, account information, industry information, service type information, and platform type information. For example, learning control conditions may include the category of target input information, sentiment judgment result, importance, urgency, poster attributes, language, region, customer response, whether a follow-up inquiry occurred, whether a complaint was filed, user permissions, contract plan, platform specifications, and other conditional information. Furthermore, learning policy information may include whether provisional case information can be retained, whether it can be reflected in subsequent target input information, usage weight when reflected, whether it can be persisted, persistence destination, or discard conditions.

[0170] This configuration allows for fine-grained control over whether responses finalized within the same processing batch are reflected in subsequent generation, persisted, or discarded, depending on quality, risk, progress, and operational conditions.

[0171] (Example 10: Modification of progress information) Progress information is not limited to the number of newly acquired case information entries within the same processing batch, the quality score of the case information, the trend of the quality score, the number of processed cases, the number of remaining cases, the order of the current processing target, and the status of reflection to subsequent target input information. For example, progress information may also include the number of response drafts generated, the number of confirmed drafts, the number of sent drafts, the number of skipped drafts, the number of canceled drafts, the number of provisional case information entries persisted, the number of discarded drafts, the number of errors, the average processing time, processing batch identification information, or the processing mode.

[0172] With this configuration, users can proceed with their response work while checking the progress of response processing during batch processing, the status of the reflection of provisional case information, the persistence status, and the status of exception handling.

[0173] (Variation 11: Variation of processing mode and user involvement) The processing mode is not limited to fully automatic mode, automatic mode with confirmation, and suggestion mode. For example, the processing mode may include draft save mode, administrator approval mode, legal confirmation mode, assignee mode, regeneration request mode, mode that performs only provisional updates, mode that does not perform persistence, or mode that does not perform learning. Furthermore, the processing mode may be determined based on the content of the target input information, evaluation range, legal risk score, policy violation score, progress, user permissions, contract plan, platform specifications, operational settings for each store or business, or other conditions.

[0174] This configuration allows for adjustment of the autonomy and security of response operations, such as streamlining response processing when the risk is low, and requiring verification by users, administrators, or legal personnel when the risk is high.

[0175] (Variation 12: Modification of the prior generation of the subsequent text) The information processing system 1000 may, triggered by a confirmation operation, pre-generate a response draft corresponding to the subsequent target input information using the reflected target case information, which includes provisional case information, before the subsequent target input information is displayed, selected, or set as the new current processing target. The target of pre-generation may be a single subsequent target input information located immediately after the current processing target in the processing order, a predetermined number of subsequent target input information starting immediately after, or subsequent target input information that satisfies predetermined conditions.

[0176] Pre-generation may be performed after the confirmation operation is received, without waiting for a transition operation to the next target input information, a scroll operation, a display switching operation, or a selection operation. Furthermore, the pre-generated response draft may be held in the local storage unit 410, temporary storage area, cache area, or buffer area until the subsequent target input information becomes the target of current processing. This allows the response draft to be presented quickly when the user proceeds to the next target input information, thereby reducing or eliminating waiting time caused by the generation process or server communication.

[0177] (Variation 13: Modification of the selection rules for provisional case information) When multiple provisional case information is held within the same processing batch, the information processing system 1000 may include only a portion of the provisional case information selected based on predetermined selection rules, rather than all of the provisional case information, in the case information to be reflected. The predetermined selection rules may include, for example, a rule to select a predetermined number of recent provisional case information, a rule to prioritize provisional case information that is closer to subsequent target input information in the processing order, a rule to select provisional case information whose quality score meets predetermined conditions, a rule to select provisional case information whose similarity to subsequent target input information meets predetermined conditions, a rule to select provisional case information whose usage weight meets predetermined conditions, or a rule to exclude provisional case information whose legal risk score or policy violation score does not meet predetermined conditions.

[0178] For example, if the information processing system 1000 sequentially accumulates confirmed response content within the same processing batch, it may include the most recent N provisional case information in the case information to be reflected, and sequentially remove provisional case information older than N from the case information to be reflected. This allows for the reflection of recent user editing trends, expression trends, tone, or response policies in subsequent text generation while suppressing an increase in the amount of information to be included in the generation request or prompt corresponding to subsequent target input information.

[0179] (Example 14: Modification of the case information to be reflected in continuous reply mode) In continuous reply mode, the case information to be reflected may include only registered case information, only provisional case information held within the same processing batch, or both registered and provisional case information. In the embodiment using only registered case information, the information processing system 1000 may sequentially generate response drafts corresponding to multiple target input information based on past case information persisted in the case storage unit. In the embodiment using only provisional case information, the information processing system 1000 may generate response drafts corresponding to subsequent target input information using provisional case information containing confirmed response content finalized within the same processing batch in continuous reply mode as the primary context. In the embodiment using both registered and provisional case information, the information processing system 1000 may generate response drafts corresponding to subsequent target input information by combining past case information persisted in the case storage unit with newly held provisional case information within the same processing batch.

[0180] This configuration allows for operation in continuous reply mode that involves acquiring registered case information from the case storage unit, primarily using provisional case information accumulated within the same processing batch, or a combination of both. Therefore, it can accommodate configurations that use provisional case information within the same processing batch as the primary context, without acquiring registered case information from the server as in the current implementation, while also supporting configurations that will use registered case information in conjunction with it in the future.

[0181] (Modification 15: Modification of historical record management and audit information) The information processing system 1000 may store a history of response processing, retention of provisional case information, reflection to subsequent target input information, persistence, discarding, and generation processing within the same processing batch. The history may include processing batch identification information, target input information identification information, processing order information, confirmed response content, provisional case information, case information to be reflected, usage weight at the time of reflection, whether or not it was persisted, whether or not it was discarded, generated response text, user modifications, processing mode, processing date and time, processor, target store, and other information.

[0182] This configuration allows for later verification of how the response content confirmed within the same processing batch was reflected in subsequent target input information, thereby enhancing the transparency and auditability of the immediate reflection process.

[0183] Furthermore, the configurations described in the above modified examples do not limit the technical scope of the invention as described in the claims, and can be appropriately selected or combined depending on the embodiment.

[0184] <Note> This embodiment includes the following disclosures.

[0185] (Note 1) An information processing system, Having one or more control units, The control unit, It receives a start command to begin response processing for multiple target input information, or detects that the start condition has been met. The aforementioned multiple target input information is managed as processing targets according to a predetermined processing order, Based on the target input information that is currently being processed from among the multiple target input information, a response draft corresponding to the target input information that is currently being processed is generated. After the user confirms the response draft, the confirmed response content is obtained. The case information, including the confirmed response content, is held as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch containing the multiple target input information. When generating a response draft corresponding to the aforementioned subsequent target input information, the reflected target case information, including the aforementioned provisional case information, is used. Information processing system.

[0186] According to this note, when processing multiple target input information in a batch, the response content determined earlier within the same processing batch can be quickly reflected in the generation of response text corresponding to subsequent target input information.

[0187] (Note 2) The information processing system described in Appendix 1, The control unit, The registered case information related to the target input information that is currently being processed is obtained, Based on the target input information that is currently being processed and the registered case information, the response draft corresponding to the target input information that is currently being processed is generated. When generating a response draft corresponding to the subsequent target input information, the reflected target case information, which includes the registered case information and the provisional case information, is used. Information processing system.

[0188] According to this note, subsequent response drafts can be generated using registered case information that existed before the processing batch started, and provisional case information newly obtained during the processing batch.

[0189] (Note 3) An information processing system as described in Appendix 1 or Appendix 2, The aforementioned input information includes at least one of the following: reviews, testimonials, inquiries, messages, reservation requests, or free-form responses to surveys. The aforementioned response draft includes at least one of the following: a reply draft, a response draft, a guidance draft, or a confirmation draft for the aforementioned target input information. Information processing system.

[0190] According to this note, the process of reflecting case examples within the same processing batch can be applied not only to review response tasks, but also to inquiry handling, reservation handling, message handling, and various other response tasks.

[0191] (Note 4) An information processing system described in any one of the appendices 1 to 3, The control unit, Among the multiple reviews displayed on the review management interface, the multiple reviews that are the target of a reply are identified as the multiple target input information. The aforementioned multiple reviews are managed as a processing queue, Generate a draft reply corresponding to the review currently being processed. The operation of reflecting the aforementioned reply draft in the reply input area corresponding to the review currently being processed, or the operation of confirming the aforementioned reply draft, is accepted as the confirmation operation. Information processing system.

[0192] According to this note, when responding to multiple reviews sequentially on the review management interface, it becomes easier to manage the current and subsequent review items as a processing queue.

[0193] (Note 5) An information processing system described in any one of the appendices 2 to 4, The control unit, Upon receiving the aforementioned start instruction or detecting that the aforementioned start condition has been met, Identify the multiple target input information, Set the processing order corresponding to the multiple target input information, The registered case information is first obtained from the case storage unit, With respect to the target input information that is currently being processed, the response draft is generated using the registered case information. Information processing system.

[0194] This addendum makes it easier to efficiently prepare the registered case information necessary for generating response drafts at the start or during batch processing.

[0195] (Note 6) An information processing system described in any one of the appendices 1 to 5, The control unit, Triggered by the aforementioned confirmation operation, the case information including the confirmed response content is stored as provisional case information in the local memory, temporary memory area, cache area, buffer area, browser memory area, or volatile memory area allocated on the extension module process before being persisted in the case memory unit. When generating a response draft corresponding to the subsequent target input information, the reflected target case information, including the provisional case information, is used. Information processing system.

[0196] This addendum makes it easier to reflect the finalized response content within the same processing batch into subsequent response draft generation without waiting for server writing or persistence processing. It also makes it easier to support configurations where provisional case information is stored in the volatile memory area of ​​the browser or extension module.

[0197] (Note 7) An information processing system described in any one of the appendices 1 to 6, The control unit, Using the aforementioned confirmation operation as a trigger, before the subsequent target input information is displayed, selected, or set as a processing target, a response draft corresponding to the subsequent target input information is pre-generated using the reflected target case information, which includes the provisional case information. When the subsequent target input information becomes the new current processing target, the previously generated response text is displayed or made available for input into the input area. Information processing system.

[0198] According to this addendum, a response draft corresponding to the subsequent target input information can be generated in advance when a confirmation operation is performed. Therefore, when the user proceeds to the subsequent target input information, the response draft can be promptly presented or made available for input into the input field.

[0199] (Note 8) An information processing system described in any one of the appendices 1 to 7, The control unit, When multiple provisional case information is held within the same processing batch, the provisional case information selected based on predetermined selection rules, rather than all of the multiple provisional case information, is included in the case information to be reflected. Information processing system.

[0200] According to this note, it is possible to generate a response draft using provisional case information suitable for subsequent target input information, while suppressing an increase in the amount of information to be included in the case information to be reflected.

[0201] (Note 9) The information processing system described in Appendix 8, The aforementioned predetermined selection rules are: The system includes at least one of the following rules: a rule for selecting a predetermined number of recent provisional case information; a rule for prioritizing provisional case information that is close to the subsequent target input information in the processing order; a rule for selecting provisional case information whose quality score satisfies predetermined conditions; a rule for selecting provisional case information whose similarity to the subsequent target input information satisfies predetermined conditions; or a rule for selecting provisional case information whose usage weight satisfies predetermined conditions. Information processing system.

[0202] This note makes it easier to appropriately select provisional case information to reflect in subsequent target input information based on recency, proximity in processing order, quality, similarity, or usage weight.

[0203] (Note 10) An information processing system described in any one of the appendices 1 through 9, The aforementioned provisional case information is, The case information, which is determined within the same processing batch and has not yet been persisted in the case storage unit that permanently stores the case information, Information processing system.

[0204] According to this note, case information before persistence to the case memory unit can be used to generate response texts corresponding to subsequent target input information within the same processing batch.

[0205] (Note 11) An information processing system described in any one of the appendices 1 to 10, The control unit, The case information, including the confirmed response content, is persisted in the case storage unit when the confirmation operation is performed, when the confirmed response content is posted or transmitted to an external system, or both when the confirmation operation is performed and when the posting or transmission occurs. Information processing system.

[0206] According to this note, the timing of persistence of case information can be flexibly set according to the system configuration, communication environment, processing load, or operational policy.

[0207] (Note 12) An information processing system described in any one of the appendices 6 to 11, The control unit, When the content of the confirmed response is posted, transmitted, saved, or linked to an external system, the provisional case information is persisted in the case storage unit. If a cancellation, retraction, skip, or termination operation is performed on the confirmed response content, the provisional case information is discarded or its persistence in the case storage unit is suppressed. Information processing system.

[0208] This addendum helps to prevent responses that were ultimately not adopted from being stored as registered case information.

[0209] (Note 13) An information processing system described in any one of the appendices 1 to 12, The control unit, In response to the confirmation operation, the case information including the confirmed response content is sent to the server device and registered as a placeholder case. After the confirmed response content has been posted, sent, or saved, update the placeholder example. Information processing system.

[0210] According to this note, case information can be made available for subsequent processing at the time of confirmation, and the final confirmed response content can be updated after the submission or transmission is complete.

[0211] (Note 14) An information processing system described in any one of the appendices 1 to 13, The control unit, The learning control conditions related to the aforementioned definitive response content are obtained, Based on the learning control conditions, a learning policy information is determined that includes at least one of the following: a registration eligibility condition that determines whether or not to register the confirmed response content as case information; a pool designation condition that determines the destination for registration of the case information; and a usage weight condition that determines the contribution of the case information when it is reflected in subsequent target input information or when it is used in the future. Based on the aforementioned learning policy information, the following controls the retention, persistence, reflection of the aforementioned case information into subsequent target input information, or the usage weight of the aforementioned case information to be reflected. Information processing system.

[0212] According to this note, even if the response content is finalized within the same processing batch, the degree to which it is reflected in subsequent generation can be adjusted depending on quality, risk, or operational conditions.

[0213] (Note 15) The information processing system described in Appendix 14, The aforementioned learning control conditions are: This includes at least one of the following: evaluation information associated with the target input information, evaluation range, content of the target input information, content of the confirmed response, amount of user editing, amount of difference, confirmation date, completion status of posting or transmission, legal risk score, policy violation score, progress, store information, business information, account information, industry information, service type information, or platform type information. Information processing system.

[0214] This addendum makes it easier to control the retention, persistence, and subsequent generation of case information from multiple perspectives.

[0215] (Note 16) An information processing system described in any one of the appendices 1 through 15, The control unit, The system displays progress information including at least one of the following: the number of newly acquired case information entries within the same processing batch, the quality score of the case information, the trend of the quality score, the number of processed cases, the number of remaining cases, the order of the current processing targets, or the status of reflection to the subsequent target input information. Information processing system.

[0216] According to this note, users can proceed with response processing while understanding how much case information is being generated and reflected during batch processing.

[0217] (Note 17) An information processing system described in any one of the appendices 1 through 16, The control unit, Based on the analysis results of the target input information and the business control conditions, a processing mode is determined for generating the response text, sending the confirmed response content, retaining the case information, or persisting the case information. The processing mode includes at least one of the following: a fully automatic mode that automatically performs the entire process from generating the response draft to sending it; an automatic mode with confirmation that automatically performs the transmission after user approval; and a proposal mode that only presents the response draft. Information processing system.

[0218] According to this addendum, it becomes easier to adjust the degree of autonomy in response processing depending on the nature of the response content or business conditions.

[0219] (Note 18) The information processing system described in Appendix 17, The aforementioned business control conditions are: This includes at least one of the following: rating tier, legal risk score, policy violation score, progress, user permissions, contract plan, platform specifications, or store or business-specific operational settings. The control unit dynamically switches between the fully automatic mode, the automatic mode with confirmation, and the proposal mode based on the business control conditions. Information processing system.

[0220] According to this addendum, it becomes easier to implement response processing tailored to operational conditions, such as increasing the degree of automation for low-risk responses and requiring user confirmation for high-risk responses.

[0221] (Note 19) An information processing method performed by an information processing system, It receives a start command to begin response processing for multiple target input information, or detects that the start condition has been met. The aforementioned multiple target input information is managed as processing targets according to a predetermined processing order, Based on the target input information that is currently being processed from among the multiple target input information, a response draft corresponding to the target input information that is currently being processed is generated. After the user confirms the response draft, the confirmed response content is obtained. The case information, including the confirmed response content, is held as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch containing the multiple target input information. When generating a response draft corresponding to the aforementioned subsequent target input information, the reflected target case information, including the aforementioned provisional case information, is used. Information processing methods.

[0222] According to this note, it is possible to understand the processing procedure itself, which is not limited to the device configuration, but rather reflects the confirmed response content within the same processing batch in the subsequent response text generation.

[0223] (Note 20) It is a program, Computers, A program to function as an information processing system as described in any one of the appendices 1 through 18.

[0224] According to this appendix, each of the configurations described in Appendix 1 to Appendix 18 can be implemented on a computer, and therefore can serve as the basis for patenting corresponding to a program product or software distribution format. [Explanation of Symbols]

[0225] 20 user terminals 30 Management Servers 40 External generation processing device 50 Platform Servers 60 Networks 210 Control Unit 220 Storage section 230 Input section 240 Output section 250 Communications Department 260 Internal Bus 1000 Information Processing Systems

Claims

1. An information processing system, Having one or more control units, The control unit, It receives a start command to begin response processing for multiple target input information, or detects that the start condition has been met. The aforementioned multiple target input information is managed as processing targets according to a predetermined processing order, Based on the target input information that is currently being processed from among the multiple target input information, a response draft corresponding to the target input information that is currently being processed is generated. After the user confirms the response draft, the confirmed response content is obtained. The case information, including the confirmed response content, is held as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch containing the multiple target input information. When generating a response draft corresponding to the aforementioned subsequent target input information, the reflected target case information, including the aforementioned provisional case information, is used. Information processing system.

2. The information processing system according to claim 1, The control unit, The registered case information related to the target input information that is currently being processed is obtained, Based on the target input information that is currently being processed and the registered case information, the response draft corresponding to the target input information that is currently being processed is generated. When generating a response draft corresponding to the subsequent target input information, the reflected target case information, which includes the registered case information and the provisional case information, is used. Information processing system.

3. The information processing system according to claim 1, The aforementioned input information includes at least one of the following: reviews, testimonials, inquiries, messages, reservation requests, or free-form responses to surveys. The aforementioned response draft includes at least one of the following: a reply draft, a response draft, or a guidance draft for the aforementioned target input information. Information processing system.

4. The information processing system according to claim 1, The control unit, Among the multiple reviews displayed on the review management interface, the multiple reviews that are the target of a reply are identified as the multiple target input information. The aforementioned multiple reviews are managed as a processing queue, Generate a draft reply corresponding to the review currently being processed. The operation of reflecting the aforementioned reply draft in the reply input area corresponding to the review currently being processed, or the operation of confirming the aforementioned reply draft, is accepted as the confirmation operation. Information processing system.

5. The information processing system according to claim 2, The control unit, Upon receiving the aforementioned start instruction or detecting that the aforementioned start condition has been met, Identify the multiple target input information, Set the processing order corresponding to the multiple target input information, The registered case information is first obtained from the case storage unit, With respect to the target input information that is currently being processed, the response draft is generated using the registered case information. Information processing system.

6. The information processing system according to claim 1, The control unit, Triggered by the aforementioned confirmation operation, the case information including the confirmed response content is stored as provisional case information in the local memory, temporary memory area, cache area, buffer area, browser memory area, or volatile memory area allocated on the extension module process before being persisted in the case memory unit. When generating a response draft corresponding to the subsequent target input information, the reflected target case information, including the provisional case information, is used. Information processing system.

7. The information processing system according to claim 1, The control unit, Using the aforementioned confirmation operation as a trigger, before the subsequent target input information is displayed, selected, or set as a processing target, a response draft corresponding to the subsequent target input information is pre-generated using the reflected target case information, which includes the provisional case information. When the subsequent target input information becomes the new current processing target, the previously generated response text is displayed or made available for input into the input area. Information processing system.

8. The information processing system according to claim 1, The control unit, When multiple provisional case information is held within the same processing batch, the reflected case information includes not all of the multiple provisional case information, but a portion of the provisional case information selected based on at least one of the following: the similarity between the target input information included in the provisional case information and the subsequent target input information, the quality score of the provisional case information, or the utilization weight of the provisional case information. Information processing system.

9. The information processing system according to claim 1, The aforementioned provisional case information is, The case information, which is determined within the same processing batch and has not yet been persisted in the case storage unit that permanently stores the case information, Information processing system.

10. The information processing system according to claim 1, The control unit, The case information, including the confirmed response content, is persisted in the case storage unit when the confirmation operation is performed, when the confirmed response content is posted or transmitted to an external system, or both when the confirmation operation is performed and when the posting or transmission occurs. Information processing system.

11. The information processing system according to claim 6, The control unit, When the content of the confirmed response is posted, transmitted, saved, or linked to an external system, the provisional case information is persisted in the case storage unit. If a cancellation, retraction, skip, or termination operation is performed on the confirmed response content, the provisional case information is discarded or its persistence in the case storage unit is suppressed. Information processing system.

12. The information processing system according to claim 1, The control unit, In response to the confirmation operation, the case information including the confirmed response content is sent to the server device and registered as a placeholder case. After the confirmed response content has been posted, sent, or saved, update the placeholder example. Information processing system.

13. The information processing system according to claim 1, The control unit, The learning control conditions related to the aforementioned definitive response content are obtained, Based on the learning control conditions, a learning policy information is determined that includes at least one of the following: a registration eligibility condition that determines whether or not to register the confirmed response content as case information; a pool designation condition that determines the destination for registration of the case information; and a usage weight condition that determines the contribution of the case information when it is reflected in subsequent target input information or when it is used in the future. Based on the aforementioned learning policy information, the following controls the retention, persistence, reflection of the aforementioned case information into subsequent target input information, or the usage weight of the aforementioned case information to be reflected. Information processing system.

14. The information processing system according to claim 13, The aforementioned learning control conditions are: This includes at least one of the following: evaluation information associated with the target input information, evaluation range, content of the target input information, content of the confirmed response, amount of user editing, amount of difference, confirmation date, completion status of posting or transmission, legal risk score, policy violation score, progress, store information, business information, account information, industry information, service type information, or platform type information. Information processing system.

15. The information processing system according to claim 1, The control unit, The system displays progress information including at least one of the following: the number of newly acquired case information entries within the same processing batch, the quality score of the case information, the trend of the quality score, the number of processed cases, the number of remaining cases, the order of the current processing targets, or the status of reflection to the subsequent target input information. Information processing system.

16. The information processing system according to claim 1, The control unit, Based on the analysis results of the target input information and the business control conditions, a processing mode is determined for generating the response text, sending the confirmed response content, retaining the case information, or persisting the case information. The processing mode includes at least one of the following: a fully automatic mode that automatically performs the entire process from generating the response draft to sending it; an automatic mode with confirmation that automatically performs the transmission after user approval; and a proposal mode that only presents the response draft. Information processing system.

17. The information processing system according to claim 16, The aforementioned business control conditions are: This includes at least one of the following: rating tier, legal risk score, policy violation score, progress, user permissions, contract plan, platform specifications, or store or business-specific operational settings. The control unit dynamically switches between the fully automatic mode, the automatic mode with confirmation, and the proposal mode based on the business control conditions. Information processing system.

18. An information processing method performed by an information processing system, It receives a start command to begin response processing for multiple target input information, or detects that the start condition has been met. The aforementioned multiple target input information is managed as processing targets according to a predetermined processing order, Based on the target input information that is currently being processed from among the multiple target input information, a response draft corresponding to the target input information that is currently being processed is generated. After the user confirms the response draft, the confirmed response content is obtained. The case information, including the confirmed response content, is held as provisional case information in a state that can be reflected in the generation of response drafts corresponding to subsequent target input information within the same processing batch containing the multiple target input information. When generating a response draft corresponding to the aforementioned subsequent target input information, the reflected target case information, including the aforementioned provisional case information, is used. Information processing methods.

19. Computers, A program for functioning as an information processing system according to any one of claims 1 to 17.

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