Information processing device, information processing method, program, recording medium

Abstract

To properly support inputting detail information for extraction items or input items, thereby exerting full supporting functions related to customer management.SOLUTION: An information processing apparatus performs information processing regarding an input item which is an information item on customer management managed in a customer relationship management system, and an extraction item which is an information item displayed on a customer information management screen that is provided by a system different from the customer relationship management system. The information processing apparatus includes: a derivation control unit which controls execution of detail information derivation processing to derive text information corresponding to detail information of the extraction item or the input item, based on sound recorded text data obtained by turning sound recorded data of business negotiations with a customer into text, and text information of the input item; and a presentation processing unit which performs processing to present, to a user, the text information derived by the detail information derivation processing, as information corresponding to the detail information of the extraction item or the input item.SELECTED DRAWING: Figure 8

Description

Technical Field

[0001] This technology relates to an information processing apparatus, its method, a program, and a recording medium, and particularly relates to the technical field of information processing for supporting business activities.

Background Art

[0002] In business activities of companies and the like, customer relationship information is managed using a CRM (Customer Relationship Management) system. For example, matters to be asked during a business negotiation with a customer are input into the customer relationship information management screen by the CRM system and shared within the sales team.

[0003] Also, as a technology for supporting business activities, as in Patent Document 1 below, there are technologies such as converting the speech of each person in a business negotiation into text based on the recorded data of the business negotiation, or creating a summary of the business negotiation content based on the text-converted data of the speech.

[0004] Here, on the customer relationship information management screen by CRM, there are a plurality of input items related to customer relationship information, such as the industry type of the customer, sales target, number of employees, etc.

[0005] Also, in business activities, a business negotiation record is created, and sales staff may use a system that supports the creation of such a business negotiation record separately from the CRM system. Even in the customer information management screen provided by this separate system, similar to the customer relationship information management screen by CRM described above, there are a plurality of items for inputting information related to the customer. Hereinafter, in the customer information management screen provided by a separate system from the CRM system in this way, the items targeted for information input related to the customer are referred to as "extraction items".

[0006] Furthermore, Patent Document 2 below can also be cited as a related prior art. Patent Document 2 below discloses a technology for storing call data related to calls with customers in a CRM system in association with the customer. [Prior art documents] [Patent Documents]

[0007] [Patent Document 1] Patent No. 7223469 [Patent Document 2] Patent No. 7168262 [Overview of the project] [Problems that the invention aims to solve]

[0008] Here, in the customer relationship information management screen provided by the CRM system, or the customer information management screen provided by the other system mentioned above, detailed information is required for input fields and extraction fields. For example, for the "Industry" field, a specific industry name such as "Life Insurance" or "Non-Life Insurance" must be entered.

[0009] However, because there are multiple input and extraction fields, entering detailed information for each field is time-consuming. As a result, in actual practice, detailed information for input and extraction fields is often not entered, preventing the customer management support functions from being fully utilized.

[0010] This technology was developed in light of the above circumstances, and aims to ensure that customer management support functions are fully realized by appropriately assisting in the input of detailed information for extracted and input items. [Means for solving the problem]

[0011] The information processing device relating to this technology is an information processing device that processes information regarding input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, and comprises a derivation control unit that controls the execution of a detailed information derivation process that derives text information corresponding to the extracted items or the detailed information of the input items based on recorded audio data converted into text from recorded audio data of business negotiations with customers and the text information of the input items, and a presentation processing unit that processes the text information derived by the detailed information derivation process to present to the user as information corresponding to the detailed information of the extracted items or the input items. This allows users, such as sales representatives, to record business negotiations with customers and receive detailed information corresponding to the extracted and input fields. [Effects of the Invention]

[0012] This technology allows for appropriate support in entering detailed information for extracted and input items, ensuring that customer management support functions are fully utilized. [Brief explanation of the drawing]

[0013] [Figure 1] This is a block diagram showing an example configuration of a meeting minutes support system as an embodiment of the system. [Figure 2] This is a perspective view showing a schematic example of the external appearance of a sound-collecting device configured as a smartphone. [Figure 3] This diagram illustrates an example of how to position a sound recording device when recording an interview. [Figure 4] This diagram shows an example of the screen display of a sound recording device used when recording an interview. [Figure 5] This is a block diagram showing an example of the hardware configuration of the sound collection device in the embodiment. [Figure 6] This is a block diagram showing an example of the hardware configuration of an information processing device as a first embodiment. [Figure 7]It is a block diagram showing an example of the hardware configuration of the minutes management server in the embodiment. [Figure 8] It is a functional block diagram for explaining the functions of the information processing apparatus as the first embodiment. [Figure 9] It is a diagram showing an example of the CRM side screen in the first embodiment. [Figure 10] It is a diagram showing an example of the customer information management screen as an embodiment. [Figure 11] It is an explanatory diagram of the correspondence relationship information. [Figure 12] It is a diagram illustrating a customer information management screen on which abstracts for each extraction item are displayed. [Figure 13] It is a diagram showing an example of an extraction item and the abstract corresponding thereto. [Figure 14] It is an explanatory diagram of an example related to the reproduction of the voice part corresponding to the abstract. [Figure 15] It is a diagram showing an example of the CRM side screen in the second embodiment. [Figure 16] It is a diagram showing an example of the option information. [Figure 17] It is a block diagram showing an example of the hardware configuration of the information processing apparatus as the second embodiment. [Figure 18] It is a functional block diagram for explaining the functions of the information processing apparatus as the second embodiment. [Figure 19] It is an explanatory diagram of an example of presenting the derived option information. [Figure 20] It is a flowchart showing an example of a specific processing procedure to be executed to realize the support method as the second embodiment.

Embodiments for Carrying Out the Invention

[0014] Hereinafter, embodiments according to the present technology will be described in the following order. <1. First Embodiment> (1-1. Example of System Configuration) (1-2. Example of Configuration of Each Device) (1-3. Support Method as the First Embodiment) (1-4. Modifications of the first embodiment) <2. Second Embodiment> <3. Variant> <4. Summary of Embodiments>

[0015] <1. First Embodiment> (1-1. Example System Configuration) Figure 1 is a block diagram showing an example configuration of a meeting minutes support system 100 equipped with an information processing device as a first embodiment of the present technology. As shown in the diagram, the meeting minutes support system 100 includes an audio management server 1, a sound collection device 20, and a meeting minutes management server 50.

[0016] The sound-collecting device 20 is equipped with multiple microphones positioned at different locations on the device body and a display unit for displaying information. One of the multiple microphones is designated as the other party microphone to collect the other party's speech during the interview, and the other is designated as the self-side microphone to collect the self-speaking speech during the interview. In this example, the sound-collecting device 20 is configured as a smartphone, and the meeting minutes support system 100 in this example uses the smartphone as a sound-collecting device for recording interviews.

[0017] Figure 2 is a perspective view showing a schematic external view example of a sound-collecting device 20 configured as a smartphone. Figure 2A is a perspective view of the sound-collecting device 20 from the front, and Figure 2B is a perspective view of the sound-collecting device 20 from the back (rear) side. Here, the "front" of the sound-collecting device 20 refers to the side on which the display surface of the display unit is located. As shown in Figure 2A, the display screen of the display unit 27 is located on the front side of the sound pickup device 20, and a communication speaker 28a is located above the display screen. A first microphone 33a used for noise cancellation (NC) is located near the communication speaker 28a. Furthermore, a second microphone 34a, used for voice pickup during calls, is positioned at the bottom of the sound pickup device 20, specifically on the underside of the sound pickup device 20 in this example. In this example, two microphones are arranged as the second microphone 34a positioned at the bottom of the sound pickup device 20 to enable stereo sound pickup. Here, with respect to the sound-collecting device 20 configured as a smartphone, the upper / lower parts are defined as the side on which the communication speaker 28a is located when the sound-collecting device is viewed from the front being considered the upper side.

[0018] In Figure 2B, a camera unit 36 ​​is positioned on one of the left or right ends of the upper part of the back side of the sound-collecting device 20. This camera unit 36 ​​on the back side allows the user to capture images of the subject while checking the captured image displayed on the display unit 27. In the sound collection device 20 of this example, the first microphone 33b used for noise cancellation is also positioned near the camera unit 36.

[0019] As can be understood from the above description, the sound pickup device 20 in this example is equipped with first microphones 33a and 33b for noise cancellation located at the top of the device body, and second microphones 34a and 34b capable of stereo sound pickup located at the bottom of the device body. In this example, at least one of the first microphones 33a and 33b, located at the top, is designated as the user's microphone as described above, and the second microphones 34a and 34b, located at the bottom, are designated as the other party's microphone as described above. In this example, we will assume that the first microphone 33a is designated as the microphone on the user's side.

[0020] Here, since the second microphones 34a and 34b are capable of stereo sound pickup, they can be said to be high-performance microphones compared to the first microphone 33a (or first microphone 33b).

[0021] Furthermore, in this example, directional microphones are used for the first microphones 33a and 33b, and the second microphones 34a and 34b.

[0022] Figure 3 is a diagram illustrating an example of how the sound recording device 20 is positioned when recording an interview. In this embodiment, an example of a "meeting" is a "business negotiation" conducted between a sales representative Hs and a customer Hc. Sales representative Hs is responsible for participating in sales negotiations and conducting sales activities, as well as creating meeting minutes. They are also positioned as a user of the meeting minutes support system 100. Sales representative Hs can be seen as the host in a business meeting. On the other hand, customer Hc can be seen as the guest in the meeting. The business negotiations described here are based on the premise of face-to-face negotiations between the sales representative Hs and the customer Hc.

[0023] Business negotiations are often conducted in a room such as a conference room, with the sales representative Hs seated on one side of a table or desk and the customer Hc seated on the other side. Here, we assume that there are multiple participants in both the sales representative Hs and the customer Hc (specifically, two of each), but a business negotiation is acceptable as long as there is at least one participant from both the sales representative Hs and the customer Hc.

[0024] In this case, the sound-collecting device 20 is assumed to be a smartphone used by sales representative Hs. When recording a business negotiation, sales representative Hs places the sound-collecting device 20 on a surface such as the top of a table, as shown in the diagram. As mentioned above, in this example, the second microphones 34a and 34b are designated as the other party's microphones, so when placing the sound-collecting device 20 on a surface for recording, the second microphones 34a and 34b should be pointed towards the customer Hc, who is the other party.

[0025] For this purpose, the sound recording device 20 in this example has a function to display direction guidance information Id on the display unit 27, which guides the other party to point their microphone (second microphones 34a and 34b in this example) towards the other party when recording an interview.

[0026] Figure 4 shows an example of the display of directional guidance information ID. As the directional guidance information ID, the display screen of the display unit 27 will display information indicating at least the side where the other party's microphone (second microphones 34a, 34b) is located. Figure 4A shows an example where, as directional guidance information Id, information indicating the side on which the other party's microphone is located (hereinafter referred to as "other party microphone information") is displayed, as well as information indicating the side on which the user's own microphone (first microphone 33a in this example) is located (hereinafter referred to as "user microphone information"). Specifically, in Figure 4A, the other party microphone information is displayed in an area on the display screen that is closer to the placement positions of the second microphones 34a and 34b than to the placement position of the first microphone 33a, and the user's microphone information is displayed in an area on the display screen that is closer to the placement position of the first microphone 33a than to the placement positions of the second microphones 34a and 34b. Furthermore, the other party microphone information includes the word "other party," and the user's microphone information includes the word "user."

[0027] Here, as illustrated in Figure 4A, when displaying both the other party's microphone-generated information and the user's microphone-generated information, the other party's microphone-generated information can be highlighted more than the user's microphone-generated information. There are various possible forms of highlighting. For example, highlighting by color, highlighting by display size such as font size, highlighting by adding specific shapes or patterns, etc., are some possible forms.

[0028] Figure 4B shows an example where only the information presented by the other party's microphone is displayed as the directional guidance information ID. Specifically, Figure 4B shows an example where the information presented by the other party's microphone includes the word "other party" and an arrow indicating the side where the other party's microphone is located (in other words, an arrow indicating the direction to point towards the other party).

[0029] Note that while the above example only shows the information presented by the other party's microphone as the directional guidance information ID, it is also possible to display only the information presented by one's own microphone as the directional guidance information ID. By directing the user's microphone towards themselves according to the information displayed on their own microphone, the other party's microphone will be correctly directed towards the other party. Therefore, the display of information on the user's microphone can also guide the user towards the correct mounting orientation of the sound pickup device 20.

[0030] For clarification, in the sound collection device 20, the positional relationship between the first microphone 33a and the second microphones 34a and 34b and the display screen of the display unit 27 remains constant. Therefore, the display processing of the direction guidance information Id can be implemented as a process of displaying a predetermined image on the display unit 27. The display of the directional guidance information ID could be done, for example, in response to the launch of an application for recording business negotiations (the negotiation management application described later).

[0031] In Figure 1, the voice management server 1 and the minutes management server 50 are configured as computer devices equipped with a microcomputer having a CPU (Central Processing Unit), ROM (Read Only Memory), and RAM (Random Access Memory). The sound collection device 20 is capable of communicating data with the voice management server 1 and the minutes management server 50 via a predetermined communication network, such as the Internet, which is called Network NT. Furthermore, the voice management server 1 and the meeting minutes management server 50 are also capable of communicating data with each other via the NT network.

[0032] The meeting minutes support system 100 of this embodiment has a function to perform analysis of the content of a business negotiation based on the audio recording of the negotiation, and a function to present text data showing the results of the analysis (hereinafter referred to as "analysis result text data") to the user on the screen. The user can use the analysis result text data presented on the screen to create meeting minutes for the business negotiation.

[0033] As can be understood from the above description, the sound recording device 20 has a function for recording business negotiations. Specifically, the sound recording device 20 records the sound signals picked up by the first microphone 33a and the second microphones 34a and 34b, thereby recording the business negotiations. The recorded data of the business negotiation is transmitted to the voice management server 1 via the network NT and stored (accumulated) on the voice management server 1.

[0034] In this embodiment, the function related to recording business negotiations is implemented by a "business negotiation management application." In this embodiment, the business negotiation management application is provided in a so-called SaaS (Software as a Service) form, where the software (software program) of the business negotiation management application is stored on the voice management server 1 and the software is provided as a service. In this case, various processes of the sound pickup device 20 related to recording, such as recording the sound pickup signals from the first microphone 33a and the second microphones 34a and 34b, transmitting the recorded data to the voice management server 1, and displaying the aforementioned directional guidance information Id, will be performed by the sound pickup device 20 based on control from the voice management server 1.

[0035] The voice management server 1 has a function to transcribe recorded business negotiation data into text, that is, a function to generate text data by transcribing (writing down) the spoken portions of the recorded business negotiation data into text, and an analysis function that performs analysis processing related to the content of the business negotiation based on the text data obtained by the transcription function (hereinafter referred to as "recorded text data"). Specifically, the analysis function in this embodiment includes a function to perform a summary creation process, which is the process of creating a summary of the business negotiation.

[0036] The meeting minutes support system 100 displays text data (hereinafter referred to as "analysis result text data") showing the analysis results from the analysis function of the audio management server 1 as described above, to the sales representative Hs as a user. Specifically, the analysis result text data showing the analysis results, such as a summary created by the summary creation process described above, is displayed on the screen and presented to the user. In this example, the display of such analysis result text data is performed on the display unit 27 of the sound collection device 20.

[0037] As described above, users can efficiently create meeting minutes using the provided text data of the business negotiation analysis results. For example, if the system automatically generates meeting minutes that include a summary as a structural element, it eliminates the need for users to manually input text during the minute-taking process, thereby improving the efficiency of minute-taking.

[0038] In this embodiment, the voice management server 1 and the meeting minutes management server 50 are managed by different operators. The meeting minutes management server 50 is managed by a CRM (Customer Relationship Management) provider, while the voice management server 1 is managed by a different provider than the CRM provider.

[0039] In this case, the CRM provider has released a CRM application (hereinafter referred to as "CRM application"), and in the meeting minutes support system 100 of this embodiment, sales representative Hs, as a user of the sound recording device 20, is able to use the CRM application. Specifically in this example, the CRM application is installed on the sound recording device 20, and sales representative Hs is able to use the various functions provided by the CRM application. Furthermore, it is also possible to adopt the SaaS model described above for CRM applications.

[0040] (1-2. Examples of each device configuration) Referring to Figures 5 to 7, an example of the configuration of each device constituting the meeting minutes support system 100 as the first embodiment will be described.

[0041] Figure 5 is a block diagram showing an example of the hardware configuration of the sound collection device 20. As shown in Figure 5, the sound collection device 20 includes a CPU 21, a ROM 22, and a RAM 23. The CPU 21 functions as an arithmetic processing unit that performs various operations and executes various operations according to the program stored in the ROM 22 or the program loaded into the RAM 23 from the storage unit 29. The RAM 23 also appropriately stores data necessary for the CPU 21 to perform various operations.

[0042] The CPU 21, ROM 22, and RAM 23 are interconnected via a bus 24. An input / output interface (I / F) 25 is also connected to this bus 24.

[0043] An input section 26, consisting of operators and operating devices, is connected to the input / output interface 25. For example, the input unit 26 could be various types of controls or operating devices such as a keyboard, mouse, keys, dial, touch panel, touchpad, or remote controller. In this example, the touch panel in the input unit 26 is formed on the display screen of the display unit 27, and the user can perform touch operations on the display screen. The input unit 26 detects user operations, and the CPU 21 interprets the signals corresponding to the input operations.

[0044] Furthermore, a display unit 27, such as an LCD (Liquid Crystal Display) or an organic EL (Electro-Luminescence) panel, and an audio output unit 28, such as a speaker, are connected to the input / output interface 25, either as an integrated unit or as separate components. The display unit 27 is used for displaying various types of information and is configured, for example, as a display device provided on the housing of the sound collection device 20.

[0045] The display unit 27 displays images for various image processing tasks and videos to be processed on the display screen based on instructions from the CPU 21. The display unit 27 also displays various operation menus, icons, messages, etc., i.e., a GUI (Graphical User Interface), based on instructions from the CPU 21.

[0046] The input / output interface 25 may also be connected to a storage unit 29 or a communication unit 30. The memory unit 29 consists of HDDs (Hard Disk Drives) and SSDs (Solid State Drives), and performs various types of information storage.

[0047] The communications unit 30 performs communication processing via transmission lines such as the internet, downloads applications, wired / wireless communication with various devices, and bus communication.

[0048] The input / output interface 5 is also connected to a drive 32 as needed, and removable recording media 31 such as memory cards or optical discs are installed as appropriate.

[0049] Drive 32 allows the system to read data files, such as programs used for various processes, from the removable recording medium 31. The read data files are stored in the storage unit 29, or images and sounds contained in the data files are output by the display unit 27 and the audio output unit 28. Computer programs and other data read from the removable recording medium 31 are installed in the storage unit 29 as needed.

[0050] Furthermore, the first sound pickup unit 33 and the second sound pickup unit 34 are connected to the input / output interface 25. The first sound pickup unit 33 comprehensively represents the sound pickup unit for noise cancellation, including the first microphones 33a and 33b mentioned above, and is composed of at least the first microphones 33a and 33b, an amplifier unit that amplifies their sound pickup signals, and an A / D (analog to digital) conversion unit that performs A / D (analog to digital) conversion of the amplified sound pickup signals. The second sound pickup unit 34 comprehensively represents the stereo sound pickup unit including the second microphones 34a and 34b described above, and is configured to include at least the second microphones 34a and 34b, an amplifier unit that amplifies their sound pickup signals, and an A / D conversion unit that performs A / D conversion on the amplified sound pickup signals. The sound signals from the first sound-collecting unit 33 and the second sound-collecting unit 34 are recorded at least temporarily in a storage device such as the memory unit 29, thereby enabling the recording of the interview.

[0051] Furthermore, the sensor unit 35 is connected to the input / output interface 25. The sensor unit 35 comprehensively represents the sensors provided by the sound collection device 20 as a smartphone, and the image sensor provided by the aforementioned camera unit 36 ​​is included in this sensor unit 35. The sensor unit 35 also includes an IMU (Inertial Measurement Unit) equipped with an accelerometer, angular velocity sensor, and compass sensor, etc.

[0052] Figure 6 is a block diagram showing an example of the hardware configuration of the voice management server 1. As shown in Figure 6, the voice management server 1 comprises a CPU 1a, ROM 2, RAM 3, bus 4, analysis unit 1b, input / output interface 5, input unit 6, display unit 7, voice output unit 8, storage unit 9, communication unit 10, and drive 12. Here, the CPU 1a, ROM 2, RAM 3, bus 4, input / output interface 5, input unit 6, display unit 7, audio output unit 8, storage unit 9, communication unit 10, and drive 12 are the same as the CPU 21, ROM 22, RAM 23, bus 24, input / output interface 25, input unit 26, display unit 27, audio output unit 28, storage unit 29, communication unit 30, and drive 32 in the sound collection device 20, so redundant explanations will be avoided. A removable recording medium 11, such as a memory card or optical disc, is appropriately mounted in drive 12, similar to the removable recording medium 31 described above.

[0053] In the voice management server 1, the analysis unit 1b is connected to bus 4. Analysis unit 1b performs various analytical processes related to the content of the interview based on the recorded interview data. Specifically, in this example, it performs at least the summary creation process described above. In the analysis unit 1b, the analysis process may be performed using an AI (Artificial Intelligence) model. In that case, the analysis unit 1b may be equipped with, for example, a GPU (Graphics Processing Unit), FPGA (Field-Programmable Gate Array), DSP (Digital Signal Processor), ASIC (Application Specific Integrated Circuit), etc., for executing the AI ​​processing. Alternatively, the analysis process could be performed as rule-based processing rather than AI processing, in which case the analysis unit 1b would be equipped with a CPU for performing the rule-based analysis process. Furthermore, if the analysis process is performed using rule-based processing, the analysis process may be executed by CPU1a.

[0054] The CPU 1a performs processing operations based on various programs stored in the memory unit 9, ROM 2, etc., thereby executing the information processing and communication processing necessary to realize the processing of the voice management server 1 as described later in the embodiment.

[0055] Furthermore, the voice management server 1 is not limited to being a single computer device as shown in Figure 6, but may be configured as a system of multiple computer devices. These multiple computer devices may be systematized via a LAN (Local Area Network), or they may be located remotely via a VPN (Virtual Private Network) using the Internet, etc. The multiple computer devices may also include computer devices that function as a group of servers (cloud) available through cloud computing services.

[0056] Figure 7 is a block diagram showing an example of the hardware configuration of the meeting minutes management server 50. In the following explanation, parts that are the same as those already explained will be denoted by the same reference numeral and their explanation will be omitted.

[0057] The difference from the voice management server 1 shown in Figure 6 is that it does not have an analysis unit 1b. For the sake of clarity, the CPU 1a of the meeting minutes management server 50 will be referred to as "CPU50a" below.

[0058] The minutes management server 50 is not limited to being a single computer device as shown in Figure 7; it may also be configured as a system of multiple computer devices. In this case, the multiple computer devices may be systematized via a LAN, or they may be located in remote locations via a VPN using the Internet, etc. The multiple computer devices may include computer devices that function as a group of servers (cloud) available through cloud computing services.

[0059] (1-3. Support Method as the First Embodiment) Figure 8 is a functional block diagram illustrating the functions of the CPU 1a in the voice management server 1 as an embodiment. As shown in the figure, CPU1a has the functions of a derivation control unit F1, a presentation processing unit F2, and a mapping processing unit F3.

[0060] The derivation control unit F1 is a functional unit that processes information related to input items, which are customer management information items managed in the CRM system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system. Specifically, the derivation control unit F1 controls the execution of the following detailed information derivation process. That is, the detailed information derivation process referred to here means the process of deriving text information corresponding to the extracted items or detailed information of the input items based on the aforementioned audio transcription data and the text information of the input items.

[0061] The presentation processing unit F2 performs the process of presenting the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of the extracted item or input item.

[0062] The following describes the extraction items and input items. Figure 9 shows an example of the CRM screen displayed by the CRM application mentioned above. The CRM screen displays information representing the customer management information items managed within the CRM system, as described above. The diagram shows an example where four input items, A through D, are displayed. The information in the input fields should include items that are necessary for conducting sales activities effectively. For example, the information in the input fields could include topics that should be elicited from customers during sales activities, such as "customer's operational challenges," "points they find inconvenient," and "dissatisfaction with the products they are currently using." In the CRM screen of the first embodiment, the information in the input fields is pre-configured for each customer. For example, the information in the input fields on the CRM screen of the first embodiment could include the customer's "industry," "number of employees," and "business challenges." Information from pre-configured input fields for each customer is stored and managed within the CRM system.

[0063] Figure 10 shows an example of a meeting minutes creation screen. The meeting minutes creation screen is the screen displayed by the aforementioned business negotiation management application, and it is a screen where information on extracted items to be included in the summary creation can be entered. This meeting minutes creation screen also functions as a customer information management screen provided by a system (a separate system from the CRM system) managed by the operator of the voice management server 1.

[0064] On the meeting minutes creation screen, a box is provided for each extracted item to enter detailed information. Users such as sales representative Hs can enter detailed information by typing text into these boxes. The meeting minutes creation screen includes a summary button (B1) and an upload button (B2), which will be explained in more detail later.

[0065] The derivation control unit F1 shown in Figure 8 controls the execution of detailed information derivation processing, which derives text information corresponding to the detailed information for either the input items on the CRM side screen or the extracted items on the meeting minutes creation screen, based on the recorded text data and the text information of the input items.

[0066] Specifically, in the first embodiment, the derivation control unit F1 performs execution control for the process of deriving text information corresponding to the detailed information of the extracted items on the meeting minutes creation screen, as part of the detailed information derivation process.

[0067] In the first embodiment, the presentation processing unit F2 performs a process to present the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of the extracted item.

[0068] In this first embodiment, as an example of inter-app collaboration, when information is entered into an input field for a particular customer on the CRM screen, the information entered in that input field is automatically reflected in the extraction field for that customer on the meeting minutes creation screen. For this purpose, the aforementioned mapping processing unit F3 is provided.

[0069] The mapping processing unit F3 performs mapping processing to associate the text information of input items managed in the CRM system with the title information of extracted items.

[0070] In this embodiment, the CRM system notifies the voice management server 1 of the customer's identification information and the customer's input information.

[0071] Upon receiving notification of the customer's identification information and the information of the input items, the correspondence processing unit F3 performs a process to store the correspondence relationship information, as shown in Figure 11, in a predetermined storage device such as the storage unit 9. As shown in the figure, the correspondence information is information that shows the correspondence between the identification information of the extracted item and the title information of the extracted item. When the correspondence processing unit F3 receives customer identification information and input item information from the CRM system as described above, it generates information that associates the notified input item information with the identification information of the extracted item as correspondence information for the relevant customer, and stores it in a predetermined storage device such as the storage unit 9.

[0072] In the example shown in Figure 11, where there are four input fields on the CRM screen, the corresponding relationship information is shown, with the notified input field information associated with extraction fields 1, 2, 3, and 4, respectively.

[0073] As a result of the mapping process described above, when displaying the meeting minutes creation screen for a particular customer in the sales opportunity management application, the meeting minutes creation screen will be displayed with the extracted item title information already reflected, as illustrated in Figure 10. In other words, sales representatives such as Hs will no longer need to input the extracted item title information on the meeting minutes creation screen, simplifying input on the meeting minutes creation screen and reducing the workload of sales representatives such as Hs.

[0074] In the first embodiment, the derivation control unit F1, under the premise that the correspondence processing by the correspondence processing unit F3 described above is performed, causes the derivation control unit F1 to perform a process of creating a summary sentence for the utterance portion of the topic corresponding to the title information of the extracted item, as a detailed information derivation process. In this case, the presentation processing unit F2 performs the process of presenting the summary text to the user as information corresponding to the detailed information of the extracted items.

[0075] Specifically, the derivation control unit F1 controls the creation of a summary text for the spoken portion of the topic corresponding to the extracted item, in response to the operation of the summary button B1 on the meeting minutes creation screen (see Figure 10). Specifically, the aforementioned analysis unit 1b is used to create the summary text for the spoken portion of the topic corresponding to the extracted item. For example, in this case, the creation of a summary could be achieved by identifying the text section containing the utterance corresponding to the topic for each extracted item, based on the audio transcript data, and then creating a summary for each text section. Alternatively, one could create summary statements for predetermined periods, such as every 5 minutes, and then search for the summary statement corresponding to each extracted item based on the content of the summary statements to obtain a summary statement for each extracted item. The specific method is not particularly limited.

[0076] Furthermore, it is conceivable that there may be cases where summarizing the relevant utterance is unnecessary to express the topic corresponding to the extracted item, such as when the extracted item is "Number of employees" and the corresponding utterance is "There are XX people." In such cases, the detailed information derivation process may identify the text of the relevant utterance itself as the text to be displayed in the summary display area.

[0077] Figure 12 shows an example of a meeting minutes creation screen where summary sentences for each extracted item are displayed. For reference, Figure 13 shows examples of extracted items and their corresponding summary sentences.

[0078] In this example's meeting minutes creation screen, the displayed summary can be edited by the user. This makes it possible to make desired revisions to the generated summary, such as correcting any unnatural parts in the summary.

[0079] When the upload button B2 is pressed on the meeting minutes creation screen, CPU1a processes the item information of the extracted items displayed on the meeting minutes creation screen and the corresponding summary text to upload them to the meeting minutes management server 50 as meeting minutes for the business negotiation. As a result, the meeting minutes data created is stored as meeting minutes data (see Figure 1) on the meeting minutes management server 50.

[0080] In this example, the meeting minutes data stored on the meeting minutes management server 50 can be viewed by users such as sales representatives Hs using a CRM application.

[0081] In the above example, a meeting minutes document including a summary created by the derivation control unit F1 is created and uploaded to the meeting minutes management server 50. However, uploading the meeting minutes is not mandatory. For example, the created summary could be displayed on the CRM screen, applied to each corresponding input field. In this case, the summary applied to each input field may be recorded automatically or in response to user input by the CRM system.

[0082] (1-4. Modifications of the first embodiment) Here, we have given an example where a summary of the extracted items is created in response to the operation of the summary button B1. However, it is also possible to start creating a summary of the extracted items at a predetermined time, regardless of user operation, such as when the recording is finished and the text conversion is complete.

[0083] Alternatively, the summary could be created by focusing solely on the customer's (Hc) statements. Specifically, in this case, the summary could be created using only the text data from the recording made using the other party's microphone.

[0084] Furthermore, it is anticipated that multiple business negotiations will take place with the same customer Hc. In this case, a summary document will be created for each negotiation, based on the extracted items. When a new negotiation takes place and a new summary document is created, the meeting minutes creation screen can either append the new summary document to the existing one or overwrite it. Therefore, one possible approach is to allow users to specify whether to append or overwrite the existing summary document when a new one is created.

[0085] Furthermore, in business negotiations, it is conceivable that no utterances on topics corresponding to the extracted items may occur. In such cases, where no utterances on topics corresponding to the extracted items occur, the meeting minutes creation screen may display information indicating that the relevant utterance was not made in the summary display area corresponding to the extracted item. For example, as illustrated in Figure 13, a message such as "No utterances" could be displayed.

[0086] In this case, if "no comments" occurs in multiple business negotiations, it may be advisable to exclude the relevant extracted items from the items to be summarized. .

[0087] Here, depending on the extracted items, it is expected that no comments will be made in subsequent business negotiations. For example, for items such as address and company size, new customers will have comments made through questions from sales representative Hs and answers to those questions, but it is expected that existing customers (second negotiation onwards) will not make any comments. Therefore, instead of carrying over information from all input fields as information from the extracted fields, it might be possible to prevent certain input fields from being carried over to the extracted fields for deals that meet specific conditions, such as second or subsequent deals.

[0088] Furthermore, on screens that display summary texts corresponding to extracted items, such as the meeting minutes creation screen, it is also possible to include an audio playback button B3, as exemplified in Figure 14. The audio playback button B3 is a button associated with a link to the portion of the recorded business negotiation data in which the utterance corresponding to the summary sentence is spoken. As shown in the diagram, it is conceivable to have one for each summary sentence. When the audio playback button B3 is pressed, the CPU 1a performs the process of playing the audio data indicated by the link information associated with the pressed audio playback button B3. In this case, there are two possible types of link information. For example, assuming that the recorded data of the business negotiation is saved as a single audio file, the link information would be generated as information indicating the section information of the relevant utterance in that audio file (for example, information on the playback start position and playback time from there). Alternatively, if the recorded data of the business negotiation is divided and saved as audio files in predetermined units, such as at predetermined time intervals, and the storage locations of these audio files are managed by URIs (Uniform Resource Identifiers), then the link information could be generated as information indicating the URI of the audio file corresponding to the relevant utterance.

[0089] Furthermore, while the above example assumes the adoption of a SaaS-type sales opportunity management application, and therefore the CPU 1a of the voice management server 1 performs the processing of the derivation control unit F1, presentation processing unit F2, and mapping processing unit F3, it is also possible that the sales opportunity management application is installed on the sound collection device 20 (display device for the meeting minutes creation screen). In other words, the CPU 21 of the sound collection device 20 performs the processing of the derivation control unit F1, presentation processing unit F2, and mapping processing unit F3.

[0090] <2. Second Embodiment> In the first embodiment, an example was given in which, as a detailed information derivation process, text information corresponding to the detailed information of the "extracted item" is derived based on the information of the input item, and as a detailed information presentation process, the text information derived by the detailed information derivation process is presented to the user as information corresponding to the detailed information of the "extracted item". In contrast, the second embodiment performs a detailed information derivation process based on the information of the input items, and then "input itemThis process derives text information corresponding to the detailed information of "[Input Item]", and as a detailed information presentation process, it presents the text information derived through the detailed information deriving process to the user as information corresponding to the detailed information of the "[Input Item]".

[0091] The following are specific examples. Figure 15 shows an example of the CRM-side screen in the second embodiment. In the second embodiment, the CRM system is capable of managing input item information, including the title information of the input item and detailed information relating to the title information. As shown in the figure, the CRM screen in the second embodiment is a screen in which an input box bi is provided for each title information of the input item to input its detailed information. As shown in the diagram, examples of input field titles include "Industry," "Target Customers," "Number of Employees," and "Delivery Control Flag." "Industry" refers to the type of business conducted by the customer company. "Target Customers" refers to the target customers to whom the customer company sells its products or services. "Delivery Control Flag" indicates whether or not sales information can be delivered to the customer (e.g., via email).

[0092] In this example, the detailed information of the input items is provided as selectable information, chosen from multiple options. Therefore, in the CRM screen of this embodiment, each input box bi is a box that displays a list of candidate options in a pull-down format, as illustrated in Figures 16A to 16D. The user can input detailed information (selection input) by selecting one of the displayed candidate options. To clarify, regarding the "Target Audience" item, "toB" means businesses, "toC" means consumers, and "toB&toC" means both businesses and consumers.

[0093] While this example shows a list of detailed information options, it is merely one example. The format of displaying all options as selectable is not limited to a list view; for example, the displayed options may switch depending on the slide operation.

[0094] As described above, in the CRM screen of the second embodiment, the user can build information for customer relationship management by selecting and inputting the corresponding detailed information options for each input field title. However, because there are numerous input fields on the actual CRM screen, entering detailed information for each field is time-consuming. As a result, in practice, detailed information is often not entered for each input field, preventing the customer management support functions from being fully utilized.

[0095] Therefore, in the second embodiment, as a detailed information derivation process, a process is performed to derive text information corresponding to the detailed information of the input item based on the recorded text data and the title information of the input item, and as a detailed information presentation process, a process is performed to present the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of the input item.

[0096] Figure 17 is a block diagram showing an example of the hardware configuration of the voice management server 1A as a second embodiment. Although not shown in the diagram, the second embodiment of the meeting minutes support system 100 differs from the first embodiment in that it is equipped with an audio management server 1A instead of the audio management server 1, while the other components, namely the sound collection device 20 and the meeting minutes management server 50, are configured in the same way as in the first embodiment.

[0097] Voice management server 1A differs from voice management server 1 in that it is equipped with CPU 1aA instead of CPU 1a, and with analysis unit 1bA instead of analysis unit 1b.

[0098] The analysis unit 1bA is configured to perform various processes for deriving choice information. In this example, the analysis unit 1bA is configured to have at least an AI model that performs text content analysis. The processes performed by analysis unit 1bA will be explained in more detail later.

[0099] Figure 18 is a functional block diagram illustrating the functions of CPU1aA as a second embodiment. As shown in the figure, CPU1aA has the functions of a derivation control unit F1A and a presentation processing unit F2A. The derivation control unit F1A instructs the analysis unit 1bA to perform a process to derive the option information corresponding to the detailed information of the input item based on the recorded text data and the title information of the input item, as part of the detailed information derivation process.

[0100] The presentation control unit F2 performs a process to present the option information derived by the detailed information derivation process to the user as option information corresponding to the detailed information of the input item.

[0101] The details of the processing in the derivation control unit F1A will be explained. The derivation control unit F1A is configured to perform different processing depending on whether the title information of the input item is numerical information or other information. If the title information of an input item is numerical information, the derivation control unit F1A instructs the analysis unit 1bA to perform the following process as detailed information derivation processing: that is, it identifies the text of the utterance portion of the topic corresponding to the title information of the input item in the recorded text data, and derives the option information corresponding to the detailed information of the input item based on the numerical information in the identified text.

[0102] As a concrete example, if the title information related to the numerical value is the number of employees, as in this example, the analysis unit 1bA is instructed to use the text data "number of employees" as a keyword, and from the recorded text data, it identifies the section of the user's speech in which the specified keyword appears, and the section of speech in which the other party responds to the user's speech. For clarification, it should be stated that this assumes that during a business negotiation, sales representative Hs asks customer Hc a question about the number of employees. Then, the system identifies numerical information from the text data within the utterance segment of the response and selects the option corresponding to that numerical information from the options corresponding to the title information "Number of Employees".

[0103] Furthermore, even if the title information related to numerical values ​​is information other than the number of employees, the same method as described above can be used to select the corresponding option information. However, the keyword should be one that corresponds to the title information. For example, if the title information is "Number of products used," then "Number of products used" should be set as the keyword.

[0104] Furthermore, for input items where the title information is publicly available information such as "target market" or "industry," the derivation control unit F1A instructs the analysis unit 1bA to perform the following detailed information derivation process. In other words, this process involves detecting keyword portions associated with the title information of input items from the transcribed audio data, and then using the text information containing the detected keyword portions as search key information to search a predetermined database, thereby deriving the option information corresponding to the detailed information of the input item.

[0105] In this example, keywords associated with the title information of the input field are defined as the names of several companies that could potentially be customers, such as "Uniqlo" and "Mitsubishi Corporation." If the title information is "Target Sales" or "Industry," the derivation control unit F1A first instructs the analysis unit 1bA to provide keywords representing company names associated with the title information, and then identifies the utterance portion (keyword portion) that matches those keywords from the recorded text data. Here, it is assumed that in a business negotiation, for example, during the exchange of business cards, the customer Hc's company name is mentioned.

[0106] Then, the derivation control unit F1A instructs the analysis unit 1bA to perform a search of a predetermined database using the text information containing the detected keyword portion as search key information. For example, if the detected keyword is "○○ Corporation" and the title information is in the "Target Audience" input field, the text information "○○ Corporation Target Audience" will be used as the search key to perform an internet search. Alternatively, if the title information is in the "Industry" input field, the text information "○○ Corporation Industry" will be used as the search key to perform an internet search.

[0107] Then, based on the search results, the analysis unit 1bA derives the corresponding option information for the detailed information of the input item. Specifically, if the input item is "Target Audience," it selects the appropriate option information from the options such as "toB" and "toC" based on the search results. Similarly, if the input item is "Industry," it selects the appropriate option information from the options such as "Telecommunications," "Intermediate Distribution," and "Major Securities" based on the search results.

[0108] In the above example, the search process using the detected keywords as key information was performed via an internet search, i.e., using a database on the internet. However, this search process can also be performed as a search targeting a local database using table information stored in the voice management server 1A. Here, table information refers to information that associates correct information corresponding to title information, such as correct information about "target customers" and "industry," for each possible company name. When using such table information, only the text information of the keyword portion is used as the key information for the search. While this type of local search requires the additional work of creating table information beforehand, it eliminates the need for an internet connection during the search, thus reducing communication costs.

[0109] Furthermore, this database search method can also be applied to the "number of employees" input field. Furthermore, the derivation of detailed information on "target products" is not limited to the database search method described above. If the relevant utterance is found in the transcribed audio data, a derivation method could also be employed in which the text content of that utterance is used to select the appropriate options.

[0110] For the input field of the "distribution control flag," a question asking for permission to distribute sales information is set as the keyword. The keyword portion is detected from the recorded text data, and the answer choices are derived based on the text information of the response portion corresponding to the detected keyword portion. Specifically, for input items where the title information is "distribution control flag," the derivation control unit F1A instructs the analysis unit 1bA to provide a keyword as a question asking for permission to distribute, and then identifies the utterance portion (keyword portion) that matches the keyword and the corresponding response portion from the other party from the recorded text data. Analysis unit 1bA selects the appropriate option from the "Distribution Control Flag" options, "Allow Distribution" and "Stop Distribution," based on the text information of the identified response portion. Specifically, if the text information of the response portion contains a positive statement such as "Yes," it selects "Allow Distribution," and if there is no such positive statement, it selects "Stop Distribution."

[0111] The presentation processing unit F2A performs the process of presenting the derived option information, which is obtained in accordance with the control of the derivation control unit F1A as described above, to the user as option information corresponding to the detailed information of the input item.

[0112] Figure 19 is an explanatory diagram illustrating an example of how derived option information is presented. As shown in the diagram, in this example, the selection information derived for each input field is displayed in the input box 'bi' on the CRM screen.

[0113] In this process of deriving detailed information, there are cases where the relevant option information cannot be derived due to reasons such as the inability to detect keywords from the transcribed audio data. If the presentation processing unit F2A finds an input item for which it could not derive option information, it may display information indicating that it could not derive the corresponding option information in the corresponding input box bi, such as the message "Could not be detected" as exemplified in the figure.

[0114] There are various possible timings for executing the detailed information derivation process. For example, the process of deriving detailed information could be initiated once the recording of the business negotiation is complete. Alternatively, the process of deriving detailed information could be initiated after the recording of the business negotiation is complete, and a predetermined operation is performed by the user.

[0115] Furthermore, there are various possible timings for presenting the derived option information. For example, after the recording is complete, the derived options information could be presented in response to the user logging into the CRM system. Alternatively, a button could be placed on the CRM screen to instruct the user to reflect the options information derived during the detailed information extraction process, such as "Reflect results derived from the sales opportunity," and the derived options information could be presented in response to the user's operation of that button.

[0116] Alternatively, the derived options information could be presented after the business negotiation, when the user logs into the system on the voice management server 1A side (a system separate from the CRM system). In that case, the derived options information could be presented by calling up the CRM-side screen on the screen of the separate system and displaying it on that screen. For example, on the meeting minutes creation screen, a screen similar to the CRM-side screen in Figure 19 could be called up and displayed. In this case, on the meeting minutes creation screen, the user can check whether the detailed information of the derived input items is correct or not. If the derived detailed information is incorrect, the user can select and correct the detailed information (for example, changing "less than 10" for the number of employees to "10-99"). On the meeting minutes creation screen in this case, a transfer button is provided to instruct the user to transfer the contents of the called CRM-side screen to the CRM side, and the voice management server 1A (CPU1aA) processes the transfer of the contents of the called CRM-side screen to the CRM side in response to the operation of the transfer button. If any modifications are made to the derived detailed information at this time, the modified detailed information will be sent to the CRM.

[0117] In this second embodiment, as in the first embodiment, when a summary text derived based on the information entered in the input fields is presented as detailed information of the extracted items on the meeting minutes management screen, the configuration includes a derivation control unit F1, a presentation processing unit F2, and a correspondence processing unit F3.

[0118] Figure 20 is a flowchart showing an example of a specific processing procedure that CPU1aA should execute in order to realize the support method as the second embodiment described above. First, in step S101, CPU1aA performs the process of obtaining the title information of the input items. That is, it obtains predetermined title information for each input item on the CRM side screen from the CRM system.

[0119] In step S102, following step S101, CPU1aA controls the execution of the process for deriving choice information based on title information. As mentioned above, in this example, the process for deriving choice information performs different processing for input items where the title information is numerical, such as "number of employees," input items where the title information is publicly available, such as "target market" and "industry," and the input item "distribution control flag." Since the specific details of each detailed information derivation process have already been explained, we will avoid repeating the explanation.

[0120] In step S103, following step S102, CPU1aA performs the process of presenting the derived option information. Specifically, it performs the process of presenting the derived option information on the CRM screen (see Figure 19).

[0121] CPU1aA completes the series of processes shown in Figure 20 after executing the process in step S103.

[0122] In the above example, the analysis unit 1bA performed all of the detailed information derivation process. However, it is also possible to configure the system so that the detailed information derivation process is divided between the analysis unit 1bA and the CPU 1aA. For example, the analysis unit 1bA could perform some of the detailed information derivation process, specifically, the keyword detection process in the recorded text data, while the CPU 1aA performs the remaining processing, such as the database search based on the text information of the detected keywords and the selection of option information based on the search results.

[0123] <3. Variant> Furthermore, the embodiments are not limited to the specific examples described above, and various modified configurations can be adopted. For example, while the above example illustrates a case where a business negotiation is conducted in person, this technology can also be suitably applied when the negotiation is conducted online. In the case of an online negotiation, a microphone is not required to capture the customer's speech; it is sufficient to record the customer's speech captured by the customer's terminal participating in the online negotiation.

[0124] Furthermore, while the first embodiment exemplifies a case where the detailed information of the extracted items is entered as text, it is also conceivable that the detailed information of the extracted items be in the form of multiple-choice information, similar to the detailed information of the input items in the second embodiment. In such a case where the detailed information of the extracted items is in the form of multiple-choice information, it is conceivable that the relevant detailed information for the target extracted item is derived based on the recorded text data. Specifically, for example, if the title information of the target extracted item is "Number of Employees," the relevant choice information can be derived from among the choice information such as "Less than 10," "10-99," and "100-499" based on the text of the utterance corresponding to the topic of "Number of Employees" in the recorded text data. This reduces the burden on users to input detailed information about the extracted items.

[0125] Furthermore, in the first embodiment, an example was given in which the device that performs the processing of the derivation control unit F1, the presentation processing unit F2, and the correspondence processing unit F3 includes an analysis unit 1b for creating a summary text. However, the analysis unit 1b may be provided in a separate device from the device that performs the processing of the derivation control unit F1, the presentation processing unit F2, and the correspondence processing unit F3. Similarly, in the second embodiment, the analysis unit 1bA is not limited to being provided in the device that performs the processing of the derivation control unit F1A and the presentation processing unit F2A, but may be provided in a separate device from the device that performs the processing of the derivation processing unit F1A and the presentation processing unit F2A.

[0126] <4. Summary of Embodiments> As described above, the information processing device (voice management server 1 or sound collection device 20) as an embodiment is an information processing device that processes information related to input items, which are customer management information items managed in the customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system. The device comprises a derivation control unit (F1 or F1A) that controls the execution of a detailed information derivation process that derives text information corresponding to the detailed information of the extracted item or input item based on the recorded text data, which is a text version of the recorded data of a business negotiation with a customer, and the text information of the input item, and a presentation processing unit (F2 or F2A) that processes the text information derived by the detailed information derivation process to present to the user as information corresponding to the detailed information of the extracted item or input item. This allows users, such as sales representatives, to record business negotiations with customers and receive detailed information corresponding to the extracted and input fields. Therefore, it is possible to appropriately support the input of detailed information for extracted items and input items, and to ensure that the customer management support functions are fully utilized.

[0127] Furthermore, in the information processing device (voice management server 1 or sound collection device 20) as an embodiment, there is a mapping processing unit (F3) that associates the text information of input items managed in the customer relationship management system with the title information of extracted items, and the derivation control unit (F1) executes a process to create a summary sentence for the spoken portion of the topic corresponding to the title information of the extracted item as detailed information derivation processing, and the presentation processing unit (F2) performs a process to present the summary sentence to the user as information corresponding to the detailed information of the extracted item. The customer information management screen, provided by a system separate from the customer relationship management system, may be used as a screen for creating meeting minutes for business negotiations. In this case, the extraction items would correspond to the topics that should be extracted for the meeting minutes regarding the conversation during the business negotiation. In sales activities, it is common practice to create minutes of business negotiations. However, if the minutes simply summarize the entire negotiation, the key points of the discussion are not highlighted, making them difficult to use afterward. In other words, it leads to a decrease in the usefulness of the sales activity. Therefore, as described above, the text information of the input items managed in the customer relationship management system is associated with the title information of the extracted items, and as a detailed information derivation process, a summary sentence is created for the utterance portion of the topic corresponding to the title information of the extracted items, and the created summary sentence is presented to the user as information corresponding to the detailed information of the extracted items. For the customer relationship management system, the input fields are set to contain information on items necessary for conducting sales activities advantageously. By associating the information of these input fields with the title information of the extracted items, as described above, and creating a summary of the spoken parts of the topics corresponding to the extracted items, it becomes possible to obtain a summary of the business negotiation containing only the summaries of items that are considered beneficial for sales activities. Therefore, it becomes possible to create appropriate meeting minutes by focusing on points that are considered beneficial for sales activities when extracting data from the text of business negotiations. In addition, it becomes possible to simplify input on the customer information management screen provided by a system separate from the customer relationship management system.

[0128] Furthermore, in the information processing device (voice management server 1A) as an embodiment, the customer relationship management system is capable of managing the title information of the input item and the detailed information relating to the title information as information of the input item. The derivation control unit (F1A) executes a process to derive text information corresponding to the detailed information of the input item based on the recorded text data and the title information of the input item as detailed information derivation processing. The presentation processing unit (F2A) presents the text information derived by the detailed information derivation processing to the user as information corresponding to the detailed information of the input item. This allows for appropriate support in entering detailed information into input fields when the customer relationship information management screen provided by the customer relationship management system is designed to accept input fields with predetermined title information, thereby ensuring that the customer management support functions are fully utilized.

[0129] Furthermore, in the information processing apparatus as an embodiment, the detailed information of an input item is defined as choice-type information selected from multiple choice-type information, and the derivation control unit performs a detailed information derivation process to derive choice-type information corresponding to the detailed information of the input item based on the recorded text data and the title information of the input item, and the presentation processing unit performs a process to present the choice-type information derived by the detailed information derivation process to the user as choice-type information corresponding to the detailed information of the input item. This allows for appropriate support in entering detailed information into input fields when the customer relationship information management screen provided by the customer relationship management system is designed to allow users to select (select) detailed information into input fields that have predetermined title information, thereby ensuring that the customer management support functions are fully utilized.

[0130] Furthermore, in the information processing device as an embodiment, the title information of the input item is defined as numerical information, and the option information is defined as numerical option information. The detailed information derivation process identifies the text of the utterance portion of the topic corresponding to the title information of the input item in the recorded text data, and derives option information corresponding to the detailed information of the input item based on the numerical information in the identified text. This allows the system to derive appropriate answer choices based on the title information, even when the input field's answer choices are numerical. This is done by using the transcribed audio data of the business negotiation. Therefore, it is possible to appropriately support the input of detailed information into the input fields, and to ensure that the customer management support functions are fully utilized.

[0131] Furthermore, in the information processing device as an embodiment, the detailed information derivation process involves detecting keyword portions associated with the title information of input items from the recorded text data, and then searching a predetermined database using the text information containing the detected keyword portions as search key information, thereby deriving option information corresponding to the detailed information of the input items. This means that, for example, if the title information of an input item is "Target Audience" and the options are "toC," "toB," and "toB&toC," and assuming that appropriate keywords are set for the title information of the input item, such as defining company names like "Uniqlo" and "Mitsubishi Corporation" as keywords corresponding to the title information of the input item, when keywords such as "Uniqlo" are detected in the audio-text data, the text information containing the text of that keyword can be used as the search key information to search a database configured to allow searching of the company's "Target Audience," and the corresponding option information can be appropriately derived from the search results. In other words, by setting appropriate keywords corresponding to the title information, such as company names, the corresponding option information can be appropriately estimated based on the audio-text data and the database. Therefore, it is possible to appropriately support the input of detailed information into the input fields, and to ensure that the customer management support functions are fully utilized.

[0132] The information processing method as an embodiment is an information processing method executed by an information processing device that performs information processing on input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system. The method controls the execution of a detailed information derivation process that derives text information corresponding to the detailed information of an extracted item or an input item based on the recorded text data, which is a text version of recorded data of a business negotiation with a customer, and the text information of the input item, and presents the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of an extracted item or an input item. This information processing method can also provide the same functions and effects as the information processing apparatus described in the above-described embodiment.

[0133] The program as an embodiment is a program that causes the target computer device to execute the processing of CPU1a and CPU1aA as described above. In other words, the program as an embodiment is a program readable by a computer device that performs information processing on input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system. The program controls the execution of a detailed information derivation process that derives text information corresponding to the detailed information of an extracted item or an input item based on the recorded text data, which is a text version of recorded data of a business negotiation with a customer, and the text information of the input item, and causes the computer device to execute a process that presents the text information derived by the detailed information derivation process to the user as information corresponding to the detailed information of an extracted item or an input item.

[0134] Such a program makes it possible to realize a computer device that performs the functions of the voice management server 1 or 1A as described in the embodiment. For example, by downloading the program to a personal computer, portable information processing device, etc., the personal computer, etc. can be made to function as the voice management server 1 or 1A.

[0135] Such programs can be pre-recorded on storage media such as HDDs built into computer devices, or on ROMs within microcomputers with CPUs. They can also be temporarily or permanently recorded and provided on removable storage media such as memory cards or optical discs. Furthermore, such programs can also be downloaded from download sites via networks such as LANs (Local Area Networks) and the Internet. [Explanation of Symbols]

[0136] 100 Meeting Minutes Support System 1.1A Voice Management Server 20 Sound collection device 50 Meeting minutes management server Microsoft Network Hs Sales Representative Hc customer ID Directional Information 21,1a,1aA,50a CPU 1b,1bA Analysis Department 2.22 ROM 3.23 RAM 4,24 Bus 5.25 Input / Output Interfaces 6.26 Input section 7,27 Display section 8.28 Audio Output Section 9,29 Storage part 10,30 Communications Department 11,31 Removable recording media 12,32 drives 28a Speaker for phone calls 33 First sound collection section 33a, 33b First microphone 34 Second sound recording section 34a, 34b Second microphone 35 Sensor section F1, F1A Derivation Control Unit F2, F2A Presentation Processing Unit F3 Mapping Processing Unit B1 Summary button B2 Upload button B3 Audio Playback Button bi input box

Claims

1. Input fields are customer management information items managed in a customer relationship management system, An information processing device that performs information processing on extracted items, which are information items displayed on a customer information management screen provided by a system separate from the aforementioned customer relationship management system, A mapping processing unit that associates the text information of the input items managed in the customer relationship management system with the title information of the extracted items, A derivation control unit controls the execution of a detailed information derivation process that derives text information corresponding to the detailed information of an extracted item based on the audio-text data obtained by converting the audio-text data of title information of the extracted item, and the title information of the extracted item. The system includes a presentation processing unit that performs processing to present meeting minutes information to the user, which includes the text information derived by the detailed information derivation process and the title information of the extracted items. Information processing device.

2. The system includes a transmission processing unit that transmits the meeting minutes information to the customer relationship management system. The information processing apparatus according to claim 1.

3. The transmission processing unit transmits the meeting minutes information to the customer relationship management system in response to instructions from the user. The information processing apparatus according to claim 2.

4. An information processing method performed by an information processing device that processes information related to input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, The text information of the input items managed in the customer relationship management system is associated with the title information of the extracted items. Based on the audio-text data obtained by converting the audio recording of a business meeting with a customer into text, and the title information of the extracted item, the execution control of the detailed information derivation process is performed to derive text information corresponding to the detailed information of the extracted item. The process involves presenting the user with meeting minutes information that includes the text information derived by the detailed information derivation process and the title information of the extracted items. Information processing methods.

5. A computer program that can read information processing information relating to input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, The text information of the input items managed in the customer relationship management system is associated with the title information of the extracted items. Based on the audio-text data obtained by converting the audio recording of a business meeting with a customer into text, and the title information of the extracted item, the execution control of the detailed information derivation process is performed to derive text information corresponding to the detailed information of the extracted item. The computer device is instructed to perform a function that presents the user with meeting minutes information, which includes the text information derived by the detailed information derivation process and the title information of the extracted items. program.

6. A recording medium on which a computer device that performs information processing on input items, which are customer management information items managed in a customer relationship management system, and extracted items, which are information items displayed on a customer information management screen provided by a system separate from the customer relationship management system, has a program recorded on it that can be read by the computer device, The text information of the input items managed in the customer relationship management system is associated with the title information of the extracted items. Based on the audio-text data obtained by converting the audio recording of a business meeting with a customer into text, and the title information of the extracted item, the execution control of the detailed information derivation process is performed to derive text information corresponding to the detailed information of the extracted item. A program is recorded that causes the computer device to execute a function that presents the user with meeting minutes information, which includes the text information derived by the detailed information derivation process and the title information of the extracted items. Recording medium.

Images