Program, information processing device, manufacturing method, and information processing method

Abstract

A program capable of causing a computer, comprising a processor and a storage unit, to provide a predetermined information service relating to a conversation among a plurality of users, wherein the processor executes an audio storage step for storing conversation audio data relating to a conversation, an evaluation reception step for receiving evaluation information regarding evaluation of the conversation audio data stored in the storage step according to an input operation performed by a first user, and an information transmission step for transmitting conversation audio identification information which identifies the conversation audio data stored in the storage step and associated with the evaluation information received in the evaluation reception step to an external service different from the predetermined information service.

Description

Program, information processing device, manufacturing method, and information processing method

[0001] The present disclosure relates to a program, an information processing device, a manufacturing method, and an information processing method.

[0002] Online call services between multiple users are known. Patent Document 1 discloses a technology that allows operators to efficiently share know-how and tips on how to respond to calls and how to use a call support system.

[0003] Japanese Patent Application Laid-Open No. 2010-011002

[0004] There is a problem in that evaluations of conversations between multiple users cannot be stored in an external service. Therefore, the present disclosure has been made to solve the above problem, and its purpose is to provide a technology for storing evaluations of conversations between multiple users in an external service.

[0005] A program capable of causing a computer having a processor and a memory unit to provide a specified information service regarding a dialogue between multiple users, wherein the processor executes an audio storage step of storing dialogue audio data regarding the dialogue, an evaluation receiving step of receiving evaluation information regarding an evaluation of the dialogue audio data stored in the storage step in response to an input operation by a first user, and an information transmission step of associating dialogue audio identification information for identifying the dialogue audio data stored in the storage step with the evaluation information received in the evaluation receiving step and transmitting the information to an external service different from the specified information service.

[0006] According to the present disclosure, evaluations of conversations between multiple users can be stored in an external service.

[0007] 1 is a block diagram showing the functional configuration of the system 1. FIG. 1 is a block diagram showing the functional configuration of the server 10. FIG. 1 is a block diagram showing the functional configuration of the first user terminal 20. FIG. 1 is a block diagram showing the functional configuration of the second user terminal 30. FIG. 1 is a block diagram showing the functional configuration of the external server 60. FIG. 2 is a diagram showing the data structure of a user table 1012. FIG. 3 is a diagram showing the data structure of a group table 1013. FIG. 4 is a diagram showing the data structure of a dialogue table 1014. FIG. 5 is a diagram showing the data structure of a label table 1015. FIG. 6 is a diagram showing the data structure of a speech segment table 1016. FIG. 7 is a diagram showing the data structure of a shared table 6012. FIG. 8 is a flowchart showing the operation of the rating assignment process (first embodiment). FIG. 9 is a flowchart showing the operation of the rating assignment process (second embodiment). FIG. 10 is an example screen showing the operation of the rating assignment process (first embodiment). FIG. 11 is an example screen showing the operation of the rating assignment process (second embodiment). FIG. 12 is a block diagram showing the basic hardware configuration of a computer 90.

[0008] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. In all drawings describing the embodiments, common components are designated by the same reference numerals, and repeated description will be omitted. Note that the following embodiments do not unduly limit the content of the present disclosure described in the claims. Furthermore, not all components shown in the embodiments are necessarily essential components of the present disclosure. Furthermore, each drawing is a schematic diagram and is not necessarily a precise illustration.

[0009] <Configuration of System 1> System 1 in the present disclosure is an information processing system that provides an information processing service for evaluating a dialogue between multiple users. System 1 includes information processing devices, such as a server 10, a first user terminal 20, a second user terminal 30, an external server 60, and a voice server (PBX) 50, which are connected via a network N. Fig. 1 is a block diagram showing the functional configuration of system 1. Fig. 2 is a block diagram showing the functional configuration of the server 10. Fig. 3 is a block diagram showing the functional configuration of the first user terminal 20. Fig. 4 is a block diagram showing the functional configuration of the second user terminal 30. Fig. 5 is a block diagram showing the functional configuration of the external server 60.

[0010] Each information processing device is configured by a computer equipped with an arithmetic unit and a storage device. The basic hardware configuration of the computer and the basic functional configuration of the computer realized by the hardware configuration will be described later. For each of the server 10, the first user terminal 20, the second user terminal 30, the external server 60, and the voice server (PBX) 50, descriptions that overlap with the basic hardware configuration and basic functional configuration of the computer will be omitted.

[0011] <Configuration of Server 10> The server 10 is an information processing device that provides a service for storing and managing data (dialogue data) related to a dialogue (call) between a first user and a second user via a network N. The server 10 in the present disclosure is an information processing device that provides an online dialogue service (online dialogue service) between a first user who is an operator and a second user who is a customer. The server 10 in the present disclosure may also provide an online dialogue service between three or more users, including the first user, the second user, and one or more other users. While the dialogue between the first user and the second user is conducted via the network N, the present invention can also be applied to a configuration in which the dialogue is conducted via multiple networks. For example, the server 10 may include networks provided by multiple network providers or networks using different communication standards. The server 10 includes a storage unit 101 and a control unit 104.

[0012] <Configuration of Storage Unit 101 of Server 10 > The storage unit 101 of the server 10 includes an application program 1011 , a user table 1012 , a group table 1013 , a conversation table 1014 , a label table 1015 , and a speech segment table 1016 .

[0013] The application program 1011 is a program that causes the control unit 104 of the server 10 to function as each functional unit. The application program 1011 includes applications such as a web browser application. The application program 1011 includes various APIs (Application Programming Interfaces) for connecting to the external server 60 and performing predetermined control. The APIs include at least an API that accepts and shares data included in a shared table 6012 of the external server 60, which will be described later.

[0014] The user table 1012 is a table that stores and manages information about member users (hereinafter, "users") who use the service. When a user registers to use the service, the user's information is stored in a new record in the user table 1012. This allows the user to use the service according to the present disclosure. The user table 1012 is a table that uses the user ID as the primary key and has columns for the user ID, external service ID, group ID, and user name, and associates multiple IDs. FIG. 6 is a diagram showing the data structure of the user table 1012.

[0015] The user ID is an item that stores user identification information for identifying a user. The user identification information is an item that is set to a unique value for each user. The external service ID is an item that stores user identification information for identifying a user in the external server 60. A user can receive external information processing services by logging in to the external server 60 using the external service ID. The user ID in the server 10 is associated with the external service ID in the external server 60. The group ID is an item that stores group identification information for identifying a group. The user name is an item that stores the user's name. The user name may not be a name, but may be any character string such as a nickname.

[0016] The group table 1013 is a table that stores and manages information (group information) about groups to which users belong. Groups include any group, such as a company, corporation, corporate group, club, or various organizations. Groups may also be defined for more detailed subgroups, such as company departments (sales department, general affairs department, customer support department). The group table 1013 is a table that uses the group ID as the primary key and has columns for group ID, group name, and group attributes. FIG. 7 is a diagram showing the data structure of the group table 1013.

[0017] The group ID is an item that stores group identification information for identifying a group. The group identification information is an item in which a unique value is set for each piece of group information. The group name is an item that stores the name of the group. Any character string can be set as the group name. The group attribute is an item that stores information about the attributes of the group, such as the group type (company, corporate group, other organization, etc.) and industry (real estate, finance, etc.).

[0018] The dialogue table 1014 is a table for storing and managing information (dialogue information) related to dialogues between users and customers. The dialogue table 1014 is a table with a dialogue ID as a primary key and has columns for dialogue ID, user ID, customer ID, dialogue category, sending / receiving type, voice data, video data, and evaluation data. Figure 8 is a diagram showing the data structure of the dialogue table 1014.

[0019] The conversation ID is an item that stores conversation identification information for identifying a conversation. The conversation identification information is an item that is assigned a unique value for each conversation information. The user ID is an item that stores user identification information for identifying a user in a conversation between a user and a customer. Multiple user IDs may be associated with each conversation information. The customer ID is an item that stores user identification information for identifying a customer in a conversation between a user and a customer. Multiple user IDs may be associated with each conversation information. The conversation category is an item that stores the type (category) of a conversation between a user and a customer. The conversation data is classified by the conversation category. The conversation category stores values ​​such as telephone operator, telemarketing, customer support, and technical support depending on the purpose of the conversation between the user and the customer. The call type is an item that stores information for distinguishing whether the conversation between the user and the customer was initiated by the user (outbound) or received by the user (inbound). In addition, when a conversation involves three or more users, the call type "room" is stored. The audio data is an item that stores audio data collected by a microphone. It may also store reference information (path) for audio data files located elsewhere. The audio data may be in any format, such as AAC, ATRAC, MP3, or MP4. The audio data may be in a format in which identifiers are set that allow the user's voice and the customer's voice to be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processing on the user's voice and the customer's voice. Furthermore, the user IDs of the user and the customer can be identified based on the user's and customer's voice data. In the present disclosure, video data containing audio information may be used instead of audio data. Furthermore, the audio data in the present disclosure also includes audio data included in video data. The video data is an item that stores video data captured by a camera or the like. It may also store reference information (path) for video data files located elsewhere.The video data may be in any format, such as MP4, MOV, WMV, AVI, or AVCHD. The video data may be in a format in which the user's video and the customer's video are assigned identifiers that allow them to be independently identified. In this case, the control unit 104 of the server 10 can perform independent analysis processes on the user's video and the customer's video. Furthermore, the user IDs of the user and the customer can be identified based on the user's and customer's video data. The evaluation data is an item that stores evaluation information related to the user's evaluation of the dialogue information. The evaluation data includes rating information that evaluates the quality of the dialogue by the user, comment information on the dialogue + CY24 information, reaction information indicating the user's intention regarding the dialogue information, and share information indicating the user's intention to share the dialogue information with other users. The rating information includes an index value that evaluates the quality of the dialogue related to the dialogue information on a predetermined numerical scale. For example, the user may evaluate the quality of the dialogue on a five-point scale from 1 (worst) to 5 (best). In the present embodiment, an example has been described in which evaluation data including rating information is associated with various information in the dialogue table 1014. However, this is not limiting. For example, the results of statistical processing based on the association between user IDs and evaluation data in the dialogue table 1014 may be included in the user table 1012 or the group table 1013. More specifically, data evaluating the responses of users corresponding to user IDs based on the evaluation data included in the dialogue table may be included in the user table 1012. Reaction information is information indicating a user's reaction to dialogue information. For example, a user can express support for certain dialogue information by adding reaction information such as "Like" to the dialogue information. Reactions include any character string, emoticons, etc., and express intentions such as support, opposition, opposition, or neutrality regarding the notification information. Share information includes information indicating that a user has shared dialogue information with other users. For example, a user can communicate the content of dialogue information by sharing certain dialogue information with other users belonging to the same company (group).Shared dialogue information is considered to be more useful than non-shared dialogue information, and therefore, in this disclosure, shared information is also included in evaluation information.

[0020] The label table 1015 is a table for storing and managing information about labels (label information). The label table 1015 has columns for conversation IDs and label data. FIG. 9 shows the data structure of the label table 1015.

[0021] The dialogue ID is an item that stores dialogue identification information for identifying a dialogue. The label data is an item that stores label information for managing dialogues. The label information is additional information for managing dialogue information, such as a classification name, label, classification label, or tag. The label data may be a character string indicating the name of the label information, or may be a label ID for referencing the name of label information stored in another table. The label data includes classification information according to the emotional state of a speaker in a specific dialogue. The classification data includes classification information for classifying the speaker's response in a specific dialogue as good or bad.

[0022] The voice segment table 1016 is a table for storing and managing information (voice segment information) related to multiple voice segments included in dialogue information. The voice segment table 1016 is a table having a section ID as a primary key and columns for section ID, dialogue ID, speaker ID, start date and time, end date and time, section voice data, section video data, section readout text, and evaluation data. Fig. 10 shows the data structure of the voice segment table 1016.

[0023] The section ID is an item that stores section identification information for identifying a voice section. The section identification information is an item in which a unique value is set for each voice section information. The dialogue ID is an item that stores dialogue identification information for identifying a dialogue with which the voice section information is associated. The speaker ID is an item that stores speaker identification information for identifying a speaker with which the voice section information is associated. Specifically, the speaker ID is an item that stores the user IDs of multiple users who participated in the dialogue. The start date and time is an item that stores the start date and time of a voice section or a video section. The end date and time is an item that stores the end date and time of a voice section or a video section. The section audio data is an item that stores audio data included in a voice section. Reference information (path) to an audio data file located in another location may be stored. Furthermore, a reference to audio data for the period from the start date and time to the end date and time of the audio data in the dialogue table 1014 may be stored based on the start date and time and the end date and time. Furthermore, the section audio data may include audio data included in the section video data. The audio data may be in any data format, such as AAC, ATRAC, MP3, or MP4. The section video data is an item that stores video data included in an audio section. It may also store reference information (path) to a video data file located in another location. Furthermore, a reference to video data for a period from the start date / time to the end date / time of the video data in the dialogue table 1014 may be stored based on the start date / time and the end date / time. The video data may be in any data format, such as MP4, MOV, WMV, AVI, or AVCHD. The section reading text is an item that stores text information about the content spoken by a speaker in the section audio data included in an audio section. Specifically, the section reading text may be generated manually or using a learning model such as machine learning or deep learning based on the section audio data and the section video data. The evaluation data is an item that stores evaluation information regarding an evaluation of the audio section information. The content of the evaluation data may be the same as the evaluation data in the dialogue table 1014.

[0024] <Configuration of control unit 104 of server 10> The control unit 104 of the server 10 includes a user registration control unit 1041, an assignment unit 1042, and a reference unit 1043. The control unit 104 executes an application program 1011 stored in the storage unit 101, thereby realizing each functional unit.

[0025] The user registration control unit 1041 performs a process of storing information about users who wish to use the service disclosed herein in the user table 1012. The information stored in the user table 1012 is generated when a user opens a webpage operated by the service provider from an information processing terminal, enters information into a predetermined input form, and transmits the information to the server 10. The user registration control unit 1041 stores the information received based on the user's application in a new record in the user table 1012, completing the user registration. This allows the user stored in the user table 1012 to use the service. Before the user registration control unit 1041 registers the user information in the user table 1012, the service provider may conduct a predetermined screening process to restrict whether the user can use the service. The user ID may be any string or number that can identify the user. It may be any string or number desired by the user, or the user registration control unit 1041 may automatically set any string or number.

[0026] The assigning unit 1042 executes the evaluation assigning process (first embodiment) and the evaluation assigning process (second embodiment), the details of which will be described later.

[0027] The reference unit 1043 executes an evaluation reference process, the details of which will be described later.

[0028] <Configuration of First User Terminal 20> The first user terminal 20 is an information processing device operated by a first user who uses a service. The first user terminal 20 may be, for example, a desktop personal computer (PC) or a laptop PC, or may be a mobile terminal such as a smartphone or a tablet. It may also be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch terminal. The first user terminal 20 includes a storage unit 201, a control unit 204, an input device 206, and an output device 208.

[0029] <Configuration of Storage Unit 201 of First User Terminal 20> The storage unit 201 of the first user terminal 20 includes a first user ID 2011 and an application program 2012.

[0030] The first user ID 2011 stores user identification information of the first user. The user transmits the first user ID 2011 from the first user terminal 20 to the voice server (PBX) 50. The voice server (PBX) 50 identifies the first user based on the first user ID 2011 and provides the first user with the service described herein. The first user ID 2011 includes information such as a session ID temporarily assigned by the voice server (PBX) 50 to identify the user using the first user terminal 20.

[0031] The application program 2012 may be pre-stored in the storage unit 201, or may be downloaded from a web server operated by a service provider via a communication IF. The application program 2012 includes an application such as a web browser application. The application program 2012 includes an interpreter-type programming language such as JavaScript (registered trademark) that is executed on the web browser application stored in the first user terminal 20.

[0032] <Configuration of control unit 204 of first user terminal 20> The control unit 204 of the first user terminal 20 includes an input control unit 2041 and an output control unit 2042. The control unit 204 executes an application program 2012 stored in the storage unit 201, thereby realizing each functional unit.

[0033] <Configuration of input device 206 of first user terminal 20> The input device 206 of the first user terminal 20 includes a camera 2061, a microphone 2062, a position information sensor 2063, a motion sensor 2064, and a keyboard 2065. The input device 206 of the first user terminal 20 may also include a contact sensor such as a touch panel (not shown).

[0034] <Configuration of Output Device 208 of First User Terminal 20 > The output device 208 of the first user terminal 20 includes a display 2081 and a speaker 2082 .

[0035] <Configuration of Second User Terminal 30> The second user terminal 30 is an information processing device operated by a second user who uses a service. The second user terminal 30 may be, for example, a mobile terminal such as a smartphone or tablet, or may be a stationary personal computer (PC) or laptop PC. It may also be a wearable terminal such as a head-mounted display (HMD) or a wristwatch-type terminal. The second user terminal 30 includes a storage unit 301, a control unit 304, an input device 306, and an output device 308.

[0036] <Configuration of Storage Unit 301 of Second User Terminal 30 > The storage unit 301 of the second user terminal 30 includes an application program 3012 and a telephone number 3013 .

[0037] The application program 3012 may be pre-stored in the storage unit 301, or may be downloaded from a web server operated by a service provider via a communication IF. The application program 3012 includes an application such as a web browser application. The application program 3012 includes an interpreter-type programming language such as JavaScript (registered trademark) that is executed on the web browser application stored in the second user terminal 30.

[0038] <Configuration of the control unit 304 of the second user terminal 30> The control unit 304 of the second user terminal 30 includes an input control unit 3041 and an output control unit 3042. The control unit 304 executes an application program 3012 stored in the storage unit 301, thereby realizing each functional unit.

[0039] <Configuration of Input Device 306 of Second User Terminal 30 > The input device 306 of the second user terminal 30 includes a camera 3061 , a microphone 3062 , a position information sensor 3063 , a motion sensor 3064 , and a touch device 3065 .

[0040] <Configuration of Output Device 308 of Second User Terminal 30 > The output device 308 of the second user terminal 30 includes a display 3081 and a speaker 3082 .

[0041] <Configuration of External Server 60> The external server 60 is an information processing device operated by a business other than the dialogue service provider according to the present disclosure. The external server 60 is an information processing device that provides information processing services, etc., operated by the business. The external server 60 may be an information processing device managed and operated by a business that provides CRM (Customer Relationship Management) services (CRM business). CRM services include Salesforce, HubSpot, Zoho CRM, and Kintone. The external server 60 may also be an information processing device managed and operated by a business that provides chat services. Chat services include Slack, Chatwork, and LINE Works. The external server 60 may be configured to use different servers for each service provided, or may be configured to use a single server for multiple services. The external server 60 includes a memory unit 601 and a control unit 604.

[0042] <Configuration of Storage Unit 601 of External Server 60 > The storage unit 601 of the external server 60 includes an application program 6011 and a shared table 6012 .

[0043] The application program 6011 is a program for causing the control unit 604 of the external server 60 to function as each functional unit. In the application program 6011, various APIs (Application Programming Interfaces) for connecting to the external server 60 and performing predetermined control are provided by the provider of the external server 60. The APIs include at least an API for accepting and sharing data included in any one of the user table 1012, group table 1013, conversation table 1014, label table 1015, and speech segment table 1016 stored in the storage unit 101 of the server 10.

[0044] The shared table 6012 is a table for storing and managing information (shared information) that is shared with other users, including dialogue information, etc. The shared table 6012 is data stored in the storage unit 101 of the server 10, and may include shared data. The shared table 6012 is a table having columns such as a message ID, a service ID, a dialogue ID, a section ID, speaker data, section reading text, a URL, and evaluation data. FIG. 11 is a diagram showing the data structure of the shared table 6012.

[0045] The message ID is an item that stores shared identification information for identifying the shared information. The service ID is service identification information for identifying the shared information, such as a dialogue service according to the present disclosure. For example, in the present disclosure, the service ID stores information for identifying a dialogue service provided by the server 10. For example, the service ID may store information for identifying other dialogue services, etc. The dialogue ID is an item that stores dialogue identification information for identifying a dialogue. The section ID is an item that stores section identification information for identifying a speech section. The speaker data is an item that stores the dialogue ID, dialogue information identified by the section ID, and information about a group (speaker information), such as the name and title of the speaker of the speech section information, and the name of the group to which the speaker belongs. The section reading text is an item that stores text information about the content spoken by the speaker in the section audio data included in the audio section. Details are similar to those of the section reading text in the audio section table 1016 of the server 10, and therefore will not be described here. The URL is an item that stores a URL for referencing information about the shared information. In the present disclosure, the URL stores the URL of a website or the like for referencing the dialogue information and voice section information stored in the shared information in the dialogue service provided by the server 10. For example, by selecting the URL, a user can refer to the dialogue information, audio data, video data, etc. included in the voice section information in the service provided by the external server 60 using a web browser or the like. The evaluation data is an item for storing evaluation information regarding evaluation of the shared information. The content of the evaluation data may be the same as the evaluation data in the dialogue table 1014 of the server 10.

[0046] <Configuration of Control Unit 604 of External Server 60> The control unit 604 of the external server 60 includes a transmission unit 6041. The control unit 604 executes an application program 6011 stored in the storage unit 601, thereby realizing each functional unit.

[0047] The transmitting unit 6041 is a control unit that executes a process of transmitting evaluation data received from a user in the external server 60 to the server 10 .

[0048] <Configuration of Voice Server (PBX) 50> The voice server (PBX) 50 is an information processing device that functions as a switch that connects the network N and the telephone network T to each other, thereby enabling conversation between the first user terminal 20 and the second user terminal 30. The voice server (PBX) 50 includes a storage unit 501.

[0049] <Configuration of Storage Unit 501 of Voice Server (PBX) 50 > The storage unit 501 of the voice server (PBX) 50 includes an application program 5011 .

[0050] The application programs 5011 are programs for causing the control unit 504 of the voice (PBX) server 50 to function as each functional unit. The application programs 5011 include applications such as a web browser application.

[0051] <Operation of System 1> Each process of System 1 will be described below. Fig. 12 is a flowchart showing the operation of the rating assignment process (first embodiment). Fig. 13 is a flowchart showing the operation of the rating assignment process (second embodiment). Fig. 14 is an example screen showing the operation of the rating assignment process (first embodiment). Fig. 15 is an example screen showing the operation of the rating assignment process (second embodiment).

[0052] In the present disclosure, the process of a dialogue between a first user and a second user is described below as a dialogue process in which multiple users dialogue in a virtual dialogue space called a room. Also described below is a process in which the first user makes a call and the second user receives a call, thereby enabling the first and second users to dialogue. Other methods for enabling the first and second users to dialogue are not limited to these. The present disclosure is applicable to any method for enabling the first and second users to dialogue. For example, the present disclosure is applicable to online conference services such as Zoom, Google Meet, and Microsoft Teams. That is, the program according to the present disclosure can be applied to information processing (video data, audio data, etc.) related to a dialogue conducted in an online conference service in which multiple users participate. Note that the program according to the present disclosure does not necessarily need to provide an online conference service, and may be configured to perform information processing on dialogue information obtained from an external online conference service.

[0053] <Dialogue Processing> One method involves creating a virtual dialogue space called a room on the server 10 for a dialogue between a first user and a second user. The first and second users access the room via a web browser or application program stored in the first user terminal 20 and the second user terminal 30, respectively, to enable dialogue. In this case, the voice server (PBX) 50 is not required. Specifically, the first user, who will be the host of the dialogue, operates the input device 206 of the first user terminal 20 to send a request to the server 10 to hold a dialogue. Upon receiving the request, the control unit 104 of the server 10 issues room identification information such as a unique room ID and transmits a response to the first user terminal 20. The first user then transmits the received room identification information to the second user, with whom the dialogue is intended, via any communication means, such as email or chat. The first user can enter the room by operating the input device 206 of the first user terminal 20, using a web browser or the like to access a URL that provides a service related to the room on the server 10, and entering the room identification information. Similarly, the second user can enter a room by operating the input device 306 of the second user terminal 30, accessing a URL that provides a room-related service on the server 10 using a web browser or the like, and entering the room identification information. This allows the first user and the second user to converse with each other via the first user terminal 20 and the second user terminal 30, respectively, in a virtual conversation space called a room associated with each other by the room identification information. By entering the room identification information, one or more other users can enter a single room in addition to the first and second users. This allows three or more users to converse with each other via their respective user terminals in a virtual conversation space called a room associated with each other by the room identification information. While the present embodiment illustrates an example in which a room for a conversation between the first user and the second user is created on the server 10, it may also be created on an external server 60.

[0054] <Video Interaction> The system 1 according to the present disclosure may provide an online interaction service (video interaction service) that includes video data. For example, the control unit 204 of the first user terminal 20 and the control unit 304 of the second user terminal 30 transmit video data captured by the camera 2061 of the first user terminal 20 or the camera 3061 of the second user terminal 30 to the server 10, respectively. Based on the received video data, the server 10 transmits the video data captured by the camera 2061 of the first user terminal 20 to the second user terminal 30, or transmits the video data captured by the camera 3061 of the second user terminal 30 to the first user terminal 20. The control unit 204 of the first user terminal 20 displays the received video data captured by the camera 3061 of the second user terminal 30 on the display 2081. The control unit 304 of the second user terminal 30 displays the received video data captured by the camera 2061 of the first user terminal 20 on the display 3081. The server 10 may transmit video data of some or all of the multiple users participating in the online dialogue to the first user terminal 20 and the second user terminal 30. In this case, the control unit 204 of the first user terminal 20 displays the received video data of some or all of the multiple users participating in the online dialogue on a single screen on the display 2081 of the first user terminal 20. This allows the dialogue status of the multiple users participating in the online dialogue to be confirmed. A similar process may also be performed in the second user terminal 30.

[0055] <Call Processing> The call processing is processing in which a user (first user) calls (places a call) to a customer (second user).

[0056] <Outline of Call Processing> The call processing is a series of processes in which the user selects a customer to whom they wish to make a call from among multiple customers displayed on the screen of the first user terminal 20 and performs a call operation to make a call to the customer. In the present disclosure, a case in which a second user is selected as a customer will be described as an example.

[0057] <Details of Call Processing> The call processing of the system 1 when a user calls a customer will be described.

[0058] When a user makes a call to a customer, the following process is executed in the system 1.

[0059] The user operates the first user terminal 20 to launch a web browser and access the CRM service website on the external server 60 provided by the CRM system. The user can display a list of their own customers on the display 2081 of the first user terminal 20 by opening a customer management screen provided by the CRM service. Specifically, the first user terminal 20 sends the CRM ID 2013 and a request to display a list of customers to the CRM system. Upon receiving the request, the CRM system searches the customer table and sends information about the user's customers, such as customer ID, name, telephone number, customer attributes, customer organization name, and customer organization attributes, to the first user terminal 20. The first user terminal 20 displays the received customer information on the display 2081 of the first user terminal 20.

[0060] The user presses and selects a customer (second user) to whom they wish to make a call from the list of customers displayed on the display 2081 of the first user terminal 20. With the customer selected, the user presses the "Call" button or the phone number button displayed on the display 2081 of the first user terminal 20 to send a request including the phone number to the CRM system. The CRM system, which receives the request, sends the request including the phone number to the server 10. The server 10, which receives the request, sends a call request to the voice server (PBX) 50. When the voice server (PBX) 50 receives the call request, it makes a call (calls) to the second user terminal 30 based on the received phone number.

[0061] In response to this, the first user terminal 20 controls the speaker 2082 or the like to make a sound indicating that an outgoing call (call) is being made by the voice server (PBX) 50. The display 2081 of the first user terminal 20 also displays information indicating that an outgoing call (call) is being made to the customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Calling."

[0062] The customer lifts the receiver (not shown) of the second user terminal 30 or presses an "answer" button or the like that is displayed on the input device 306 of the second user terminal 30 when a call arrives, thereby placing the second user terminal 30 in a conversation-enabled state. Accordingly, the voice server (PBX) 50 transmits information indicating that the second user terminal 30 has responded (hereinafter referred to as a "response event") to the first user terminal 20 via the server 10, the CRM system, or the like. This places the user and the customer in a conversation-enabled state using the first user terminal 20 and the second user terminal 30, respectively, allowing a conversation between the user and the customer. Specifically, the user's voice collected by the microphone 2062 of the first user terminal 20 is output from the speaker 3082 of the second user terminal 30. Similarly, the customer's voice collected by the microphone 3062 of the second user terminal 30 is output from the speaker 2082 of the first user terminal 20.

[0063] When the display 2081 of the first user terminal 20 becomes ready for interaction, the display 2081 receives the response event and displays information indicating that an interaction is taking place. For example, the display 2081 of the first user terminal 20 may display the words "Responding."

[0064] <Incoming call processing> Incoming call processing is processing in which the user receives an incoming call (call) from a customer.

[0065] <Outline of Incoming Call Processing> Incoming call processing is a series of processes in which, when a user has an application running on the first user terminal 20 and a customer makes a call to the user, the user receives the call.

[0066] <Details of Incoming Call Processing> An incoming call processing of the system 1 when the user receives an incoming call (call) from a customer will be described.

[0067] When the user receives a call from a customer, the following process is performed in the system 1.

[0068] The user operates the first user terminal 20 to launch a web browser and access the website of the CRM service provided by the CRM system on the external server 60. At this time, the user is assumed to be logged in to the CRM system using his or her own account and is on standby. Note that the user only needs to be logged in to the CRM system, and may be performing other tasks related to the CRM service.

[0069] The customer operates the second user terminal 30, inputs a predetermined telephone number assigned to the voice server (PBX) 50, and makes a call to the voice server (PBX) 50. The voice server (PBX) 50 receives the call from the second user terminal 30 as an incoming call event.

[0070] The voice server (PBX) 50 transmits an incoming call event to the server 10. Specifically, the voice server (PBX) 50 transmits an incoming call request including the customer's telephone number 3011 to the server 10. The server 10 transmits the incoming call request to the first user terminal 20 via the CRM system or directly. In response to this, the first user terminal 20 controls the speaker 2082 or the like to make a sound indicating that an incoming call is being received by the voice server (PBX) 50. The display 2081 of the first user terminal 20 displays information indicating that an incoming call is being received from the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Incoming call."

[0071] The first user terminal 20 accepts a response operation by the user. The response operation is realized, for example, by lifting the receiver (not shown) of the first user terminal 20, or by the user operating the mouse 2066 to press a button labeled "Answer Call" on the display 2081 of the first user terminal 20. When the first user terminal 20 accepts the response operation, it transmits a response request to the voice server (PBX) 50 via the CRM system and server 10. The voice server (PBX) 50 receives the transmitted response request and establishes voice communication. This enables the first user terminal 20 to interact with the second user terminal 30. The display 2081 of the first user terminal 20 displays information indicating that an interaction is taking place. For example, the display 2081 of the first user terminal 20 may display the words "Interactive."

[0072] <Dialogue Storage Processing> The dialogue storage processing is processing for storing data relating to a dialogue between a user and a customer.

[0073] <Outline of Dialogue Storage Processing> The dialogue storage processing is a series of processes for storing data relating to a dialogue in the dialogue table 1014 when a dialogue is started between a user and a customer.

[0074] <Details of Dialogue Storage Process> When a dialogue between a user and a customer begins, the voice server (PBX) 50 records voice data relating to the dialogue between the user and the customer and transmits it to the server 10. When the control unit 104 of the server 10 receives the voice data, it creates a new record in the dialogue table 1014 and stores the data relating to the dialogue between the user and the customer. Specifically, the control unit 104 of the server 10 stores the user ID, customer ID, dialogue category, call reception / transmission type, and the content of the voice data in the new record in the dialogue table 1014. Note that the voice data relating to the dialogue between the user and the customer does not necessarily have to be recorded by the voice server (PBX) 50, and may be recorded in the server 10 or the external server 60.

[0075] The server 10 executes a voice storage step of storing dialogue voice data related to the dialogue. Specifically, the control unit 104 of the server 10 acquires the first user ID 2011 of the user from the first user terminal 20 during outgoing call processing or incoming call processing, and stores the acquired first user ID 2011 in the user ID field of a new record in the dialogue table 1014. The control unit 104 of the server 10 queries the CRM system based on the telephone number during outgoing call processing or incoming call processing. The CRM system acquires the customer ID by searching the customer table by telephone number, and transmits the customer ID to the server 10. The control unit 104 of the server 10 stores the acquired customer ID in the customer ID field of the new record in the dialogue table 1014. The control unit 104 of the server 10 stores a dialogue category value set in advance for each user or customer in the dialogue category field of the new record in the dialogue table 1014. Note that the dialogue category may be stored by the user selecting and inputting a value for each dialogue. The control unit 104 of the server 10 identifies whether the ongoing conversation was initiated by the user or the customer, and stores either the value of outbound (initiated by the user) or inbound (initiated by the customer) in the incoming / outgoing call type field of the new record in the conversation table 1014.

[0076] The control unit 104 of the server 10 stores the voice data received from the voice server (PBX) 50 in the voice data field of a new record in the dialogue table 1014. Note that the voice data may be stored as a voice data file in another location, and reference information (path) for the voice data file may be stored after the dialogue ends. The control unit 104 of the server 10 may also be configured to store the voice data after the dialogue ends.

[0077] Furthermore, in the video dialogue service, the control unit 104 of the server 10 stores video data received from the first user terminal 20 and the second user terminal 30 in the video data field of a new record in the dialogue table 1014. Note that the video data may be stored as a video data file in another location, and reference information (path) for the video data file may be stored after the dialogue ends. The control unit 104 of the server 10 may also be configured to store the video data after the dialogue ends.

[0078] The control unit 104 of the server 10 executes an audio extraction step of extracting multiple pieces of section audio data for each speech section from the audio data received in the receiving step. Specifically, the control unit 104 of the server 10 acquires (accepts) the dialogue ID, audio data, and video data stored in the dialogue table 1014. The control unit 104 of the server 10 detects sections (speech sections) in which speech is continuously present from the acquired (accepted) audio data and video data, and extracts the audio data and video data for each speech section as section audio data and section video data, respectively. For example, the section audio data and section video data may be extracted by dividing the audio data and video data by silent sections in which no speech is present. Furthermore, the section audio data and section video data may be extracted by dividing the audio data and video data into sentence units, such as segments, sentences, and paragraphs, for the content of the speech contained in the audio data and video data. The section audio data and section video data are associated with the speaker's user ID, the start date and time of the speech section, and the end date and time of the speech section for each speech section. The control unit 104 of the server 10 does not need to detect speech intervals from the entire period of the audio data or video data, and may exclude predetermined speech intervals such as silent intervals and hold sounds from the speech detection interval. The control unit 104 of the server 10 performs text recognition on the speech content of the extracted section audio data and section video data, thereby converting the section audio data and section video data into section read-aloud text, which is characters (text), and transcribing it. The specific method of text recognition is not particularly limited. For example, conversion may be performed using signal processing technology, machine learning using AI (artificial intelligence), deep learning, or the like.

[0079] The control unit 104 of the server 10 stores the dialogue ID to be processed, the speaker's user ID (first user ID 2011 or second user ID 3011), start date and time, end date and time, section audio data, section video data, and section reading text in the dialogue ID, speaker ID, start date and time, end date and time, section audio data, section video data, and section reading text fields of a new record in the audio section table 1016, respectively.

[0080] The voice segment table 1016 stores the section reading text for each speech segment of the voice data as continuous time-series data, associated with the start date and time and the speaker. By checking the section reading text stored in the voice segment table 1016, the user can check the dialogue content as text information without checking the content of the voice data.

[0081] During the text recognition process, information that is meaningless in understanding the dialogue between the user and the customer, such as fillers contained in the text, may be removed from the text beforehand, and the speech recognition information may be stored in the speech segment table 1016. When converting segment audio data or segment video data into segment readout text, it is not necessary to literally transcribe the results of the text recognition into text. For example, predetermined speech segments such as silent periods, greetings, and hold music may be converted into text that outlines the speech segments, such as greetings and hold music.

[0082] The control unit 104 of the server 10 may transmit dialogue information and voice section information, including the section ID of the speech section, the section read-out text, the URL, the speaker's name, title, information about the group such as the name of the group to which the speaker belongs, evaluation information, etc., to the external server 60. Note that when transmitting dialogue information and voice section information to the external server 60, the configuration may be such that the dialogue information and voice section information are transmitted after obtaining authentication permission from the external server 60 using the external service ID of the user stored in the user table 1012, etc. The control unit 104 of the server 10 may transmit the dialogue information and voice section information to the external server 60 during dialogue storage processing, or may transmit the dialogue information and voice section information to the external server 60 at any other timing.

[0083] The control unit 604 of the external server 60 stores the received dialogue information and speech section information, including the dialogue ID, section ID, speaker information, section reading text, URL, evaluation information, etc., in the dialogue ID, section ID, speaker data, section reading text, URL, and evaluation data items of the shared table 6012. The control unit 604 of the external server 60 stores service identification information, such as a service ID and service name, for identifying the dialogue information service according to the present disclosure in the service ID item. The service ID is identified based on the information received from the server 10.

[0084] <Evaluation Assignment Process (First Embodiment)> The evaluation assignment process (first embodiment) is a process in which a user evaluates (assigns an evaluation to) a dialogue held between a plurality of users in a dialogue service according to the present disclosure.

[0085] <Outline of Rating Assignment Process (First Embodiment)> The rating assignment process (first embodiment) is a series of processes that display a rating screen to a user, accept a selection of dialogue voice data from the user, accept a selection of a speech section from the user, accept an input of a rating, store the rating, and transmit the rating to an external server. In the present disclosure, an example in which a first user executes the rating assignment process (first embodiment) will be described as an example, but any user may execute the process.

[0086] <Details of Evaluation Assignment Process (First Embodiment)> Details of the evaluation assignment process (first embodiment) shown in FIG. 12 will be described below.

[0087] In step S101, the assigning unit 1042 of the server 10 executes a screen presenting step of presenting to the first user an evaluation screen capable of accepting, from the first user, evaluation information for the interactive voice data stored in the storing step and evaluation information for each of the plurality of section voice data extracted in the voice extracting step. Specifically, the first user operates the input device 206 of the first user terminal 20 to execute a browser application or the like, and opens the evaluation page D1 by inputting, for example, the URL of a web page (evaluation page) for executing the evaluation assignment process. The control unit 204 of the first user terminal 20 transmits a request including the first user ID 2011 for opening the evaluation page to the server 10.

[0088] Upon receiving the request, the server 10 generates an evaluation page and transmits it to the first user terminal 20. The control unit 204 of the first user terminal 20 presents the evaluation page on the display 2081 of the first user terminal 20. In this embodiment, the request from the first user terminal 20 to the server 10 is controlled to be received directly by the server 10, but this is not limiting and the request may be received via another server such as the external server 60.

[0089] For example, the server 10 searches the user ID or customer ID field in the dialogue table 1014 based on the first user ID 2011, and acquires dialogue information in which the user previously participated as a speaker. Note that dialogue information in which other users belonging to the same group as the first user previously participated as a speaker may also be acquired. The assigning unit 1042 of the server 10 transmits the acquired dialogue information to the first user terminal 20. The control unit 204 of the first user terminal 20 displays a list of the received dialogue information on the display 2081 of the first user terminal 20 in a selectable manner. The first user operates the input device 206 of the first user terminal 20 to select one or more pieces of dialogue information to be subjected to the evaluation assignment process (first embodiment) from the displayed list of the dialogue information. The control unit 204 of the first user terminal 20 transmits a request including the dialogue ID of the selected dialogue information to the server 10. The assigning unit 1042 of the server 10 searches the dialogue ID field in the speech segment table 1016 based on the received dialogue ID, and acquires the speaker ID and the segment reading text. The assigning unit 1042 of the server 10 transmits the acquired speech section information including the start date and time, the speaker ID, and the section reading text to the first user terminal 20 .

[0090] The assigning unit 1042 of the server 10 may execute a summarizing step of summarizing the dialogue voice data stored in the storing step, and a rating receiving step of receiving rating information for the summary information summarized in the summarizing step. Specifically, the assigning unit 1042 of the server 10 does not transmit all of the voice segment information acquired from the voice segment table 1016 to the first user terminal 20. Instead, the assigning unit 1042 of the server 10 may calculate an importance level for each of the voice segment information acquired from the voice segment table 1016 and identify one or more pieces of voice segment information identified based on the importance level, thereby generating a summary (summary information) of the dialogue information. For example, the assigning unit 1042 of the server 10 may identify one or more pieces of voice segment information whose importance level is equal to or greater than a predetermined value. For example, the importance calculation unit of the server 10 may perform an importance calculation process on text and text groups. The importance calculation method may employ any key sentence extraction algorithm. In the present disclosure, an importance calculation method using an algorithm called LexRank will be described as an example. LexRank is an algorithm that takes multiple input sentences, divides each input sentence into words using morphological analysis, calculates the similarity (e.g., cosine similarity) for each sentence, calculates a graph structure based on the similarity between the sentences, and calculates the importance of each sentence based on the graph structure. The importance calculation unit of the server 10 calculates the importance of each piece of speech segment information by treating each piece of section reading text included in the speech segment information as one input sentence and applying LexRank. Note that any important sentence extraction algorithm may be used as a method for calculating the importance. Note that the assignment unit 1042 of the server 10 may treat a text obtained by combining the section reading text included in the speech segment information and the section reading text included in one or more preceding and following pieces of speech segment information as one speech segment information group, calculate the importance of the speech segment information group, and identify one or more pieces of speech segment information or speech segment information groups whose importance is equal to or greater than a predetermined value. The assigning unit 1042 of the server 10 transmits the identified one or more pieces of voice segment information or voice segment information group to the first user terminal 20 .As a result, in steps S102 to S105 described below, evaluation information such as reaction information to the summary information can be received, and the evaluation information can be associated with the speech section information and speech section information group and stored. Note that the summarizing step may be executed in the dialogue storage process, rather than in the evaluation assignment process (first embodiment).

[0091] The screen presentation step executes a step of presenting a plurality of pieces of text information contained in the plurality of section audio data on an evaluation screen. The screen presentation step executes a step of presenting speech bubbles containing each of the plurality of pieces of text information contained in the plurality of section audio data on the evaluation screen. Specifically, the control unit 204 of the first user terminal 20 arranges the received speech section information in order of start date and time for each of the plurality of speech sections, and displays a list of the information on the display 2081 of the first user terminal 20.

[0092] 14 is an example screen showing the operation of the evaluation assignment process (first embodiment). An evaluation page D1 (evaluation screen) is displayed on the display 2081 of the first user terminal 20. The evaluation page D1 includes a dialogue area D11 displaying section readout text of utterances spoken by each speaker for each of a plurality of utterance sections related to the selected dialogue, utterance sections D111, D112, D113, ..., a dialogue evaluation button D21 for evaluating the dialogue information displayed in the dialogue area D11, an evaluation result D23, section evaluation buttons D221, D222, D223 for evaluating the utterance sections D111, D112, D113, and evaluation results D231, D232, D233. The control unit 204 of the first user terminal 20 displays a list of the speech sections D111, D112, D113, etc. corresponding to the section readout text displayed in the dialogue area D11, by moving each speaker to the left or right edge, so that it is possible to identify which speaker spoke which speech section. When the dialogue evaluation button D21 is selected, a list of multiple reaction candidates D211 that the user can select is displayed. The user can select evaluation information to be assigned to the dialogue by selecting each icon D2111 included in the reaction candidates D211. When the section evaluation button D221 is selected, a list of multiple reaction candidates D2211 that the user can select is displayed. The user can select evaluation information to be assigned to the speech section by selecting each icon D22111 included in the reaction candidates D2211. The same applies to the section evaluation buttons D222 and D223.

[0093] The evaluation result D23 displays the evaluation information stored in the evaluation data item of the dialogue table 1014. The evaluation results D231, D232, and D233 display the evaluation information stored in the evaluation data item of the speech segment table 1016. A reaction corresponding to the icon D2111 selected from the reaction candidates D211 is stored in the evaluation data item of the dialogue table 1014 and added to the evaluation result D23. A reaction corresponding to the icon D22111 selected from the reaction candidates D2211 is stored in the evaluation data item of the speech segment table 1016 and added to the evaluation result D231.

[0094] The reaction candidates are intended to express the user's intentions such as support, opposition, neutrality, etc., and include buttons with emoticons, emoticons, icons, character strings, etc. The reaction candidates include a like button.

[0095] Instead of or in addition to the reaction candidates, at least one of rating information indicating the user's evaluation of the quality of the dialogue voice data for the dialogue information or section voice information, comment information on the dialogue voice data, and share information indicating an intention to share the dialogue voice data with other users may be displayed. A user can evaluate the quality of the interaction in the dialogue voice data or section voice data using a numerical index (score) on a scale of 1 to 5. A user can evaluate the dialogue voice data or section voice data by adding text information describing the quality of the interaction as a comment. A user can share information with other users by sending a URL for identifying the dialogue voice data or section voice data.

[0096] The reference unit 1043 of the server 10 executes an evaluation presentation step of presenting the evaluation information stored in the evaluation storage step. The evaluation result D23 is an item that displays the evaluation result (evaluation data) performed using the dialogue evaluation button D21 for the dialogue information displayed in the dialogue area D11. The evaluation results D231, D232, and D233 are items that display the evaluation results (evaluation data) performed using the section evaluation buttons D221, D222, and D223 for the speech sections D111, D112, and D113.

[0097] The evaluation information stored in association with the dialogue voice data in the evaluation storage step can be viewed by a second user who belongs to the same group as the first user, but cannot be viewed by a second user who belongs to the same group as the first user. The evaluation results D23, D231, D232, and D233 are not only evaluation results made by the first user, but also evaluation results made by other users who belong to the same group as the first user. On the other hand, the first user cannot view evaluation results made by other users who belong to a different group from the first user. For example, evaluation results D231, D232, and D233 do not include evaluation results made by other users who belong to a different group from the first user. This allows the first user to check the quality of the dialogue information and section voice information by referring to the evaluation results made by other users who belong to the same group as the first user.

[0098] In step S102, the control unit 204 of the first user terminal 20 accepts the selection of dialogue information to be evaluated. Specifically, the first user presses and selects the dialogue evaluation button D21 by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 displays reaction candidates D211 on the display 2081 of the first user terminal 20.

[0099] In step S103, the control unit 204 of the first user terminal 20 accepts selection of speech section information to be evaluated. Specifically, the first user presses and selects at least one of section evaluation buttons D221, D222, and D223 by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 displays reaction candidates D2211 on the display 2081 of the first user terminal 20.

[0100] In steps S102 and S103, the first user may select either the entire dialogue information or each of the multiple speech segments, without selecting the other. Alternatively, the first user may select both the entire dialogue information or each of the multiple speech segments. Alternatively, the evaluation of any one of the speech segments may be used as the evaluation of the entire dialogue information. Alternatively, the control unit 204 of the first user terminal 20 may transmit the dialogue ID of the selected dialogue information and the segment ID of the voice segment information to the server 10, and the assigning unit 1042 of the server 10 may identify and accept the dialogue information and voice segment information selected by the first user.

[0101] In step S104, the assigning unit 1042 of the server 10 executes an evaluation receiving step of receiving evaluation information regarding the evaluation of the interactive voice data stored in the storing step in response to an input operation by the first user. The evaluation receiving step executes a step of receiving evaluation information regarding the interactive voice data in response to an input operation by the first user on the evaluation screen presented in the screen presenting step. Specifically, the first user operates the input device 206 of the first user terminal 20 to select at least one of the multiple icons D2111... included in the reaction candidates D211 displayed on the display 2081 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the dialogue ID of the selected dialogue information and reaction information (evaluation information) identified by the selected icon D2111 to the server 10. The assigning unit 1042 of the server 10 receives and accepts the dialogue ID and reaction information selected in step S102.

[0102] In step S104, the evaluation receiving step receives evaluation information for one or more predetermined section voice data from the plurality of section voice data extracted in the voice extraction step in response to an input operation by the first user. The evaluation receiving step receives evaluation information for the dialogue voice data in response to an input operation by the first user on the text information presented in the screen presentation step. The evaluation receiving step receives evaluation information for one or more predetermined section voice data in response to an input operation by the first user on the plurality of text information (speech bubbles) presented in the screen presentation step. Specifically, the first user operates the input device 206 of the first user terminal 20 to select at least one of the plurality of icons D22111... included in the reaction candidate D2211 displayed on the display 2081 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the section ID of the selected voice section information and reaction information (evaluation information) identified by the selected reaction candidate D2211 to the server 10. That is, the first user operates the input device 206 of the first user terminal 20 to select an icon D22111... for each of the text information of multiple utterance sections displayed in a list on the display 2081 of the first user terminal 20, thereby transmitting reaction information for each utterance section to the server 10. Note that the first user may operate the input device 206 of the first user terminal 20 to select an utterance section D111 in which section reading text is displayed in a speech bubble, thereby displaying a list of reaction candidates D2211. In this case, the section evaluation button D221 may be omitted. The assignment unit 1042 of the server 10 receives and accepts the section ID and reaction information selected in step S103.

[0103] Further, in the present disclosure, the first user is configured to select reaction candidates for each of a plurality of pieces of text information included in a plurality of speech segments, and thereby transmit to the server 10 the section ID of the text information for which the reaction candidates were selected and reaction information corresponding to the reaction candidates. In this case, the first user may select reaction candidates for all or a portion of the text information included in the interactive voice data to be processed, and the control unit 204 of the first user terminal 20 may transmit to the server 10 a dialogue ID that identifies the interactive voice data to be processed and reaction information corresponding to the reaction candidates, instead of a section ID. For example, depending on the first user's selection of reaction candidates for all of the text information included in the interactive voice data or at least a portion of the plurality of pieces of text information, the dialogue ID and reaction information are associated and transmitted to the server 10. That is, in step S104, the first user may evaluate the text information included in all or a portion of the interactive voice data, or may evaluate each of the plurality of pieces of text information included in the plurality of speech segments.

[0104] In step S104, the evaluation receiving step receives evaluation information including at least one of rating information indicating the first user's evaluation of the interactive voice data, comment information regarding the interactive voice data, reaction information indicating the user's intention regarding the interactive voice data, and share information indicating the user's intention to share the interactive voice data with other users. Specifically, in the present disclosure, as an example, the first user selects reaction information indicating the user's intention regarding the interactive voice data for each selected dialogue information or section voice information. However, the evaluation information is not limited to reaction information. For example, instead of or in addition to reaction candidates, the first user may select, input, or edit at least one of rating information indicating the user's evaluation of the interactive voice data for the dialogue information, comment information regarding the interactive voice data, and share information indicating the user's intention to share the interactive voice data with other users. Any configuration is acceptable as long as the first user can select evaluation information including at least one of reaction information, rating information, comment information, share information, etc. for each selected dialogue information or section voice information. The assignment unit 1042 of the server 10 may receive and accept evaluation information including at least one of the selected dialogue information, a dialogue ID that identifies the section audio information, reaction information, rating information, comment information, share information, etc. for each section ID.

[0105] In step S105, the assigning unit 1042 of the server 10 executes an evaluation storing step of storing the evaluation information received in the evaluation receiving step in association with the dialogue voice data. Specifically, when the assigning unit 1042 of the server 10 receives a dialogue ID, the assigning unit 1042 stores reaction information in the evaluation data field of the record identified by searching the dialogue ID field in the dialogue table 1014 based on the received dialogue ID. This associates the evaluation information with the dialogue information.

[0106] In step S105, an evaluation storage step executes a step of storing the evaluation information received in the evaluation receiving step in association with one or more predetermined section audio data and text information included in the section audio data. Specifically, when the assignment unit 1042 of the server 10 receives a section ID, the assignment unit 1042 stores reaction information in the evaluation data field of the record identified by searching the section ID field in the audio section table 1016 based on the received section ID. This associates the evaluation information with the section reading text included in the section audio information.

[0107] In step S105, the assigning unit 1042 of the server 10 executes an association storing step of associating and storing information regarding the success or failure of the negotiation with the evaluation information received in the evaluation receiving step. Specifically, the first user is assumed to be able to input information regarding the success or failure of the negotiation for the dialogue information regarding the negotiation stored in the dialogue table 1014 by operating the input device 206 of the first user terminal 20. The input information is a string of characters such as "negotiation successful" or "negotiation failed." Specifically, the evaluation page D1 is assumed to have an input field in which the success or failure of the negotiation can be input for the dialogue information displayed in the dialogue area D11. The control unit 204 of the first user terminal 20 transmits the dialogue ID and the information regarding the success or failure of the negotiation to the server 10. The control unit 104 of the server 10 stores the received information regarding the success or failure of the negotiation in association with a record identified by searching the dialogue ID field in the dialogue table 1014 based on the received dialogue ID. As a result, the assigning unit 1042 of the server 10 associates and stores the dialogue information identified based on the dialogue ID, the information regarding the success or failure of the negotiation, and the evaluation information. Note that the input of the information regarding the success or failure of the negotiation by the first user may be performed at any time, not limited to the evaluation assignment process.

[0108] In step S105, the assigning unit 1042 of the server 10 executes an association storage step in which the analysis result information obtained in the analysis step and the evaluation information received in the evaluation receiving step are stored in association with each other. Specifically, the control unit 104 of the server 10 analyzes, for each piece of dialogue information stored in the dialogue table 1014, the ratio between the user's speaking time and the callee's speaking time (talk:listen ratio), the number of overlaps, the number of silences, the speaking speed (hereinafter referred to as "speaking speed"), the speech recognition results, the automatically summarized documents, and the like. The control unit 104 of the server 10 can also analyze the content of the call. Furthermore, the content of the call can be transcribed, allowing the user to focus on the conversation with the callee without having to type or take notes. Furthermore, fillers (e.g., hesitations such as "um" and "ah") in the speech recognition results can be identified and removed. Furthermore, the control unit 104 of the server 10 may calculate a score for the dialogue information regarding the quality of the dialogue using a machine learning model, a deep learning model, an artificial intelligence model, or the like based on the analysis results obtained by the analysis. The control unit 104 of the server 10 may perform the analysis periodically or in response to an operation by an arbitrary user, such as the first user. The control unit 104 of the server 10 stores information regarding the analysis result (analysis result information) in association with a record identified by searching the dialogue ID field in the dialogue table 1014 based on the dialogue ID of the analyzed dialogue information. As a result, the assignment unit 1042 of the server 10 associates and stores the dialogue information identified based on the dialogue ID, the analysis result information, and the evaluation information.

[0109] In step S105, the assigning unit 1042 of the server 10 executes an association storing step of storing the label information received in the label receiving step and the evaluation information received in the evaluation receiving step in association with each other. Specifically, in the label table 1015, each piece of dialogue information identified by a dialogue ID is stored in association with label information. As a result, the assigning unit 1042 of the server 10 associates and stores the dialogue information identified based on the dialogue ID with the label information.

[0110] In step S105, the evaluation storage step executes a step of storing the evaluation information received in the evaluation receiving step in association with one or more predetermined section speech data corresponding to the summary information. Specifically, consider a case in which, in step S101, the assigning unit 1042 of the server 10 does not transmit all of the speech section information acquired from the speech section table 1016 to the first user terminal 20, but transmits summary information consisting of some of the speech section information to the first user terminal 20. In this case, in steps S102 to S104, the assigning unit 1042 of the server 10 executes a process of storing the evaluation information in association with the summary information.

[0111] In step S105, the object to be associated with the evaluation information received in the evaluation receiving step may be other than those listed above, and may be, for example, any of the data contained in the user table 1012, group table 1013, dialogue table 1014, label table 1015, or speech section table 1016.

[0112] In step S106, the assigning unit 1042 of the server 10 executes an information transmitting step of associating the dialogue voice specifying information for specifying the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step and transmitting the associated dialogue voice specifying information to an external service different from the predetermined information service. Specifically, the assigning unit 1042 of the server 10 transmits the dialogue ID of the dialogue information selected by the first user and the section ID of the voice section information to the external server 60.

[0113] In step S106, the information transmitting step executes a step of associating the text information included in the dialogue voice data stored in the storing step, a URL for identifying the dialogue voice data stored in the storing step, speaker information about the speaker in the dialogue, and information about the speaker's name, title, or group to which the speaker belongs with the evaluation information received in the evaluation receiving step, and transmitting the associated information to an external service. Specifically, the assigning unit 1042 of the server 10 searches the dialogue ID field in the dialogue table 1014 based on the dialogue ID selected in step S101, and acquires the user ID, customer ID, and evaluation data fields. The assigning unit 1042 of the server 10 searches the dialogue ID field in the speech segment table 1016 based on the dialogue ID, and acquires the segment reading text. The assigning unit 1042 of the server 10 generates a URL (a URL for identifying the dialogue voice data) based on the dialogue ID. The URL may include the dialogue ID or a character string obtained by encrypting the dialogue ID, or may include a character string that can identify the dialogue ID by referencing another table (not shown). By opening the URL in a web browser or the like of an information processing terminal, the user can obtain the dialogue information identified by the dialogue ID from the dialogue information service of the present disclosure and check the dialogue content. The assigning unit 1042 of the server 10 searches the user ID item of the user table 1012 based on the user ID and customer ID (speaker's user ID) and obtains the user name (speaker's name and title) and group ID (group ID of the group to which the speaker belongs). The assigning unit 1042 of the server 10 searches the group ID item of the group table 1013 based on the obtained group ID and obtains the group name and group attribute (information about the group to which the speaker belongs). The assigning unit 1042 of the server 10 transmits the obtained dialogue ID, section reading text, URL, speaker's name, title, information about the group to which the speaker belongs, etc., and evaluation information to the external server 60.

[0114] In step S106, the information transmitting step may include a step of associating speaker information about speakers who belong to a different group from the first user in the dialogue with the evaluation information received in the evaluation receiving step, without including speaker information about speakers who belong to the same group as the first user in the dialogue, and transmitting the information to the external service. Specifically, the assigning unit 1042 of the server 10 searches the user ID field in the user table 1012 based on the user ID and customer ID (speaker's user ID), and obtains the user name (speaker's name and title) and group ID (group ID of the group to which the speaker belongs). The assigning unit 1042 of the server 10 identifies user IDs by excluding user IDs associated with the same group as the first user from the acquired group IDs. The assigning unit 1042 of the server 10 identifies user IDs by excluding group IDs that belong to the same group as the first user from the acquired group IDs. The assigning unit 1042 of the server 10 searches the group ID item in the group table 1013 based on the identified group ID, and acquires the group name and group attributes (information about the group to which the speaker belongs). The assigning unit 1042 of the server 10 transmits the identified speaker's name, title, information about the group to which the speaker belongs, such as the name of the group, and evaluation information, to the external server 60.

[0115] In step S106, the information transmitting step executes an information transmitting step in which, in response to an input operation by the first user on the evaluation screen presented in the screen presenting step, section identification information for identifying one or more predetermined section audio data is associated with the evaluation information received in the evaluation receiving step and transmitted to an external service different from the predetermined information service. Specifically, consider a case in which a speech section is selected in step S103 and an evaluation is performed in S104. The assigning unit 1042 of the server 10 searches the section ID item in the speech section table 1016 based on the section ID, and acquires a speaker ID and section reading text. The assigning unit 1042 of the server 10 searches the user ID item in the user table 1012 based on the speaker ID (user ID of the speaker), and acquires a user name (speaker's name and title) and a group ID (group ID of the group to which the speaker belongs). The assigning unit 1042 of the server 10 searches the group ID item in the group table 1013 based on the acquired group ID, and acquires the group name and group attributes (information about the group to which the speaker belongs).

[0116] The assignment unit 1042 of the server 10 transmits to the external server 60 dialogue information and speech section information, including the section ID of the speech section, the section reading text, the URL, the speaker's name, name, information about the group to which the speaker belongs such as the name of the group, evaluation information, etc.

[0117] The control unit 604 of the external server 60 stores the received dialogue information and speech section information, including the dialogue ID, section ID, speaker information, section reading text, URL, evaluation information, etc., in the dialogue ID, section ID, speaker data, section reading text, URL, and evaluation data items of the shared table 6012. The control unit 604 of the external server 60 stores service identification information, such as a service ID and service name, for identifying the dialogue information service according to the present disclosure in the service ID item. The service ID is identified based on the information received from the server 10.

[0118] <Rating assignment process (second embodiment)> The rating assignment process (second embodiment) is a process in which a user evaluates (assigns a rating to) a dialogue between multiple users using an external information processing service different from the dialogue service disclosed herein.

[0119] <Outline of Rating Assignment Process (Second Embodiment)> The rating assignment process (second embodiment) is a series of processes that displays a rating screen to a user on an information processing device operated by a business other than the dialogue service provider according to the present disclosure, accepts a selection of a thread (message, etc.) related to dialogue voice data related to a rating target from the user, accepts input of a rating, transmits the rating to the dialogue service according to the present disclosure, and stores the rating in the dialogue service according to the present disclosure. In the present disclosure, an example in which a first user executes the rating assignment process (second embodiment) is described as an example, but any user may execute it.

[0120] <Details of Evaluation Assignment Process (Second Embodiment)> Details of the evaluation assignment process (second embodiment) shown in FIG. 13 will be described below.

[0121] In step S111, the first user operates the input device 206 of the first user terminal 20 to execute a browser application or the like, and opens a rating page D4 (described later) by inputting the URL or the like of a web page (rating page) for executing the rating assignment process (second embodiment). The control unit 204 of the first user terminal 20 sends a request including the first user ID 2011 for opening the rating page to the external server 60. In the rating assignment process (second embodiment), the first user uses a CRM service, a chat service, or the like provided by the external server 60, rather than the server 10.

[0122] When the control unit 604 of the external server 60 receives the request, it searches the shared table 6012 and obtains the service ID, dialogue ID, section ID, speaker data, section reading text, URL, evaluation data, etc. The control unit 604 of the external server 60 generates an evaluation page based on the received information and transmits it to the first user terminal 20. The control unit 204 of the first user terminal 20 presents the evaluation page on the display 2081 of the first user terminal 20.

[0123] FIG. 15 shows an example of a rating screen in the rating assignment process (second embodiment). A rating page D4 is displayed on the display 2081 of the first user terminal 20. In the present disclosure, the rating page D4 will be described as a chat service screen as an example. The rating page D4 includes a thread screen D41 and a message input field D42. The thread is composed of a message posted by a specific user and multiple messages D411, D412, and D413, such as reply messages from multiple users to the message. Each of the messages D411, D412, and D413 includes a message rating button D511, D512, or D513, and a rating result D531, D532, or D533. When the message rating button D511 is selected, a list of multiple reaction candidates D5111 that the user can select is displayed. The user can select rating information to assign to the message by selecting each icon D51111 included in the reaction candidate D5111. The reaction candidates are the same as the reaction candidates on the rating page D1 in the rating assignment process (first embodiment), and therefore a description thereof will be omitted. Also in this embodiment, instead of or in addition to the reaction candidates, at least one of rating information that evaluates the quality of the message, comment information on the message, and share information that indicates an intention to share the message with other users may be assigned to the message.

[0124] Specifically, the control unit 604 of the external server 60 generates a message D421 including a section ID 4211, speaker information 4212, a URL 4213, and text information 4214 based on the information in the shared table 6012, and displays the message D421 on the thread screen D41. The control unit 604 of the external server 60 displays the section ID, speaker data, URL, section reading text, and evaluation data in the section ID D4111, speaker D4112, URL D4113, message text D4114, and evaluation results D531, D532, and D533 of the messages D411, D412, and D413, respectively.

[0125] In step S112, the control unit 204 of the first user terminal 20 accepts the selection of a message related to the dialogue information to be evaluated. Specifically, the first user presses and selects message D411 or the like by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 displays reaction candidate D5111 on the display 2081 of the first user terminal 20.

[0126] In step S113, the first user operates the input device 206 of the first user terminal 20 to input an evaluation based on at least one of the icons D51111... included in the reaction candidates D5111 displayed on the display 2081 of the first user terminal 20. The control unit 204 of the first user terminal 20 transmits the message ID of the selected message and reaction information (evaluation information) identified by the selected icon D51111 to the external server 60. That is, the first user operates the input device 206 of the first user terminal 20 to select each icon D51111 included in the reaction candidates D5111 for each of the multiple messages D411 displayed in a list on the display 2081 of the first user terminal 20, thereby transmitting reaction information for each utterance section to the external server 60. The control unit 604 of the external server 60 receives and accepts the selected message ID and reaction information.

[0127] In step S114, the assigning unit 1042 of the server 10 executes an evaluation receiving step of receiving, from an external service different from the predetermined information service, predetermined dialogue voice identification information for identifying predetermined dialogue voice data, predetermined section identification information for identifying predetermined utterance sections, and predetermined evaluation information regarding evaluations of the predetermined dialogue voice data. The assigning unit 1042 of the server 10 may receive section identification information for identifying one or more utterance sections and evaluation information regarding evaluations of one or more utterance sections from the external service. Specifically, the control unit 604 of the external server 60 searches the message ID item in the shared table 6012 based on the selected message ID and obtains the service ID, dialogue ID, and section ID. The control unit 604 of the external server 60 identifies an API endpoint for sending a request to the dialogue information service according to the present disclosure based on the obtained service ID. For example, the API endpoint may be identified by referring to a table (not shown). The API endpoint is a URL for sending a request, such as an HTTP request, to the dialogue information service according to the present disclosure. The control unit 604 of the external server 60 transmits a request including the acquired dialogue ID, section ID, and received reaction information to the identified API endpoint. The assignment unit 1042 of the server 10 receives dialogue voice identification information, section identification information, such as the dialogue ID and section ID, and evaluation information for the dialogue voice identification information and section identification information from the external server 60. Note that the assignment unit 1042 of the server 10 may be configured to receive at least one of the dialogue voice identification information and section identification information.

[0128] The information sent to the API endpoint may include a message ID and a URL for referencing the message identified by the message ID (URL for identifying the message). The URL may include the message ID or a character string obtained by encrypting the message ID, or may include a character string that can identify the message ID by referencing another table (not shown). By opening the URL using a web browser on an information processing terminal or the like, a user can obtain the message identified by the message ID from an external service (external server 60) and check the contents of at least a portion of the message. In this case, the assignment unit 1042 of the server 10 receives the message ID and the URL for referencing the message identified by the message ID.

[0129] The information sent to the API endpoint may include related message information including the message ID, message body, etc. of another message linked by the message ID in the external server 60. For example, the related message information includes a reply message to the message identified by the message ID, other messages that mention the message identified by the message ID (such as other messages that include a link in the message body that identifies the message identified by the message ID). Note that the related message information may include any information related to the message, such as the message ID, message body, user ID of the user who posted the message, user name, and posting date and time. In this case, the attachment unit 1042 of the server 10 receives the related message information.

[0130] In step S115, the assigning unit 1042 of the server 10 executes an evaluation storing step of storing the predetermined evaluation information received in the evaluation receiving step in association with the predetermined dialogue voice data identified based on the predetermined dialogue voice identifying information. Specifically, when the assigning unit 1042 of the server 10 receives a request including a dialogue ID, the assigning unit 1042 stores reaction information in the evaluation data field of the record identified by searching the dialogue ID field in the dialogue table 1014 based on the received dialogue ID. As a result, the evaluation information received in the evaluation receiving step is stored in association with the dialogue voice data identified based on the dialogue voice identifying information.

[0131] In step S115, the assigning unit 1042 of the server 10 executes an evaluation storing step of storing the predetermined evaluation information received in the evaluation receiving step in association with a predetermined speech section identified based on the predetermined section identifying information. Specifically, when the assigning unit 1042 of the server 10 receives a request including a section ID, the assigning unit 1042 stores reaction information in the evaluation data field of a record identified by searching the section ID field of the speech section table 1016 based on the received section ID. As a result, the evaluation information received in the evaluation receiving step is stored in association with one or more speech sections identified based on one or more section identifying information.

[0132] In step S115, the assigning unit 1042 of the server 10 executes an evaluation storing step in which the message ID, the URL for referencing the message, and the related message information received in the evaluation receiving step are stored in association with predetermined dialogue voice data identified based on predetermined dialogue voice identification information or a predetermined speech section identified based on predetermined section identification information. Specifically, the assigning unit 1042 of the server 10 receives the message ID, the URL for referencing the message, and the related message information. When the assigning unit 1042 of the server 10 receives a request including a dialogue ID, the assigning unit 1042 stores the message ID, the URL for referencing the message, and the related message information in an item (not shown) of a record identified by searching the dialogue ID item in the dialogue table 1014 based on the received dialogue ID. As a result, the message ID, the URL for referencing the message, and the related message information received in the evaluation receiving step are stored in association with the dialogue voice data identified based on the dialogue voice identification information. When the assignment unit 1042 of the server 10 receives a request including a section ID, the assignment unit 1042 stores the message ID, a URL for referencing the message, and related message information in items (not shown) of a record identified by searching the section ID item of the speech section table 1016 based on the received section ID. As a result, the message ID, URL for referencing the message, and related message information received in the evaluation receiving step are stored in association with one or more speech sections identified based on one or more section identification information.

[0133] For example, in a screen example showing the operation of the rating assignment process (first embodiment) such as FIG. 14 , the display 2081 of the first user terminal 20 may display a message ID, a URL for referencing the message, and related message information in association with each of the dialogue area D11 corresponding to the dialogue ID and the speech sections D111, D112, and D113 corresponding to the section ID. This allows the first user to identify not only the content of the rating made in the external service but also the message for which the rating was made in the external service for the dialogue information or speech section. By operating the input device 206 of the first user terminal 20 and selecting a URL for referencing the message, the first user can check the content of the message for which the rating was made in the external service for the dialogue information or speech section. Furthermore, the first user can check not only the content of the rating made in the external service but also related message information in the external service that replies to or mentions the dialogue information or speech section. For example, the first user can check the content of the replies to or mentions made by members of other departments or the like for the dialogue information or speech section.

[0134] In the evaluation process (second embodiment), evaluation information is received for messages D411, D412, and D413 corresponding to the text read aloud according to the speech section. However, evaluation information may be received for the entire dialogue information identified by the dialogue ID. In this case, the first user selects the entire dialogue information, rather than a portion of the dialogue information, and selects reaction information to be assigned to the dialogue information.

[0135] The assigning unit 1042 of the server 10 and the control unit 604 of the external server 60 may synchronize the evaluation information stored in the shared table 6012 of the external server 60 with the evaluation information stored in the voice segment table 1016 of the server 10 so that they are the same for the same dialogue information (dialogue ID) and section audio data (section ID). This makes it possible to link the evaluation information stored in the server 10 associated with each of the dialogue information and section audio data with the evaluation information stored in the external server 60 associated with each of the dialogue information and section audio data. Specifically, when the assigning unit 1042 of the server 10 receives evaluation data associated with each of the dialogue ID and section ID from the external server 60, it compares the evaluation data with the evaluation data associated with each of the dialogue ID and section ID stored in the voice segment table 1016, and updates the evaluation data stored in the voice segment table 1016 so that it is the same as the evaluation data in the external server 60. The assigning unit 1042 of the server 10 may execute a process of updating (replacing) all of the dialogue IDs and section IDs stored in the speech section table 1016, based on the evaluation data associated with the dialogue IDs and section IDs, respectively, received from the external server 60. Similarly, when the control unit 604 of the external server 60 receives evaluation data associated with the dialogue IDs and section IDs, respectively, from the server 10, it compares the received evaluation data with the evaluation data associated with the dialogue IDs and section IDs, respectively, stored in the shared table 6012, and updates the evaluation data stored in the shared table 6012 to be identical to the evaluation data in the server 10. The control unit 604 of the external server 60 may execute a process of updating (replacing) all of the dialogue IDs and section IDs stored in the shared table 6012, based on the evaluation data associated with the dialogue IDs and section IDs, respectively, received from the server 10.

[0136] <Basic Hardware Configuration of Computer> Fig. 16 is a block diagram showing the basic hardware configuration of a computer 90. The computer 90 includes at least a processor 901, a main memory device 902, an auxiliary memory device 903, and a communication IF 991 (interface). These components are electrically connected to each other by a communication bus 921. The computer 90 can be used as the server 10, the first user terminal 20, the second user terminal 30, the external server 60, and the voice server (PBX) 50 in the system 1. The program running on the processor 901 can include applications for implementing the functions of each device included in the system 1.

[0137] The processor 901 is hardware for executing an instruction set written in a program, and is composed of an arithmetic unit, a register, a peripheral circuit, and the like.

[0138] The main storage device 902 is for temporarily storing programs, data to be processed by the programs, etc. For example, it is a volatile memory such as a DRAM (Dynamic Random Access Memory).

[0139] The auxiliary storage device 903 is a storage device for saving data and programs, such as a flash memory, a hard disk drive (HDD), a magneto-optical disk, a CD-ROM, a DVD-ROM, or a semiconductor memory.

[0140] The communication IF 991 is an interface for inputting and outputting signals for communicating with other computers via a network using a wired or wireless communication standard. The network is composed of the Internet, a LAN, various mobile communication systems constructed using wireless base stations, etc. For example, the network includes 3G, 4G, and 5G mobile communication systems, LTE (Long Term Evolution), and wireless networks (e.g., Wi-Fi (registered trademark)) that can connect to the Internet via a predetermined access point. In the case of a wireless connection, communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), and Bluetooth (registered trademark). In the case of a wired connection, the network also includes a network that is directly connected using a USB (Universal Serial Bus) cable, etc.

[0141] It should be noted that the computer 90 can be virtually realized by distributing all or part of each hardware configuration across multiple computers 90 and interconnecting them via a network. In this way, the concept of the computer 90 includes not only a computer 90 housed in a single housing or case, but also a virtualized computer system.

[0142] <Basic Functional Configuration of Computer 90> A description will be given of the functional configuration of the computer realized by the basic hardware configuration (FIG. 16) of the computer 90. The computer includes at least the functional units of a control unit, a storage unit, and a communication unit.

[0143] The functional units of the computer 90 can also be realized by distributing all or part of the functional units among multiple computers 90 interconnected via a network. The computer 90 is a concept that includes not only a single computer 90 but also a virtualized computer system.

[0144] The control unit is realized by the processor 901 reading various programs stored in the auxiliary storage device 903, loading them into the main storage device 902, and executing processing in accordance with the programs. The control unit can realize functional units that perform various types of information processing depending on the type of program. In this way, the computer is realized as an information processing device that performs information processing.

[0145] The storage unit is realized by a main storage device 902 and an auxiliary storage device 903. The storage unit stores data, various programs, and various databases. The processor 901 can allocate a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 in accordance with the programs. The control unit can cause the processor 901 to add, update, and delete data stored in the storage unit in accordance with the various programs.

[0146] The term "database" refers to a relational database, which manages data sets called tables and masters in a tabular format structurally defined by rows and columns, by associating them with each other. In a database, a table is called a table, a master, a column in a table is called a column, and a row in a table is called a record. In a relational database, relationships between tables and masters can be established and associated. Typically, each table and each master is assigned a column that serves as a primary key to uniquely identify a record, but assigning a primary key to a column is not required. The control unit can cause the processor 901 to add, delete, or update records in specific tables and masters stored in the storage unit according to various programs. Furthermore, by storing data, various programs, and various databases in the storage unit, the information processing device and information processing system according to the present disclosure can be considered to have been manufactured.

[0147] Note that the databases and masters in this disclosure may include any data structure in which information is structurally defined (such as a list, dictionary, associative array, or object). The data structure also includes data that can be considered as a data structure by combining data with functions, classes, methods, etc. written in any programming language.

[0148] The communication unit is realized by the communication IF 991. The communication unit realizes the function of communicating with other computers 90 via a network. The communication unit can receive information transmitted from other computers 90 and input the information to the control unit. The control unit can cause the processor 901 to execute information processing on the received information in accordance with various programs. Furthermore, the communication unit can transmit information output from the control unit to other computers 90.

[0149] <Additional Notes> The matters described in the above embodiments will be added below.

[0150] (Supplementary Note 1) A program capable of causing a computer including a processor and a storage unit to provide a predetermined information service regarding a dialogue between multiple users, wherein the processor executes the following steps: a voice storage step of storing dialogue voice data regarding the dialogue; a rating reception step (S104) of receiving, in response to an input operation by a first user, rating information regarding an evaluation of the dialogue voice data stored in the storage step; and an information transmission step (S106) of transmitting dialogue voice identification information for identifying the dialogue voice data stored in the storage step to an external service different from the predetermined information service, in association with the rating information received in the rating reception step. This allows a predetermined user's subjective evaluation of a dialogue between multiple users, such as support, opposition, or neutrality, to be stored in the external service in association with information identifying the dialogue. Other users can refer to the rating information assigned to the dialogue using the external service.

[0151] (Supplementary Note 2) The program according to Supplementary Note 1, wherein the external service is a CRM service or a chat service different from the predetermined information service, thereby enabling a user to share evaluation information assigned to conversations between multiple users with employees in other departments, etc., via the CRM service, chat service, etc.

[0152] (Supplementary Note 3) The evaluation receiving step (S104) is a step of receiving evaluation information including at least one of rating information in which the first user evaluates the quality of the interactive voice data, comment information on the interactive voice data, reaction information indicating an expression of intent regarding the interactive voice data, and share information indicating an expression of intent to share the interactive voice data with other users, in the program according to Supplementary Note 1 or 2. This allows users to evaluate conversations between multiple users in various types of evaluation forms, such as ratings, comments, and reactions.

[0153] (Supplementary Note 4) The program according to any one of Supplementary Notes 1 to 3, wherein the information transmitting step (S106) is a step of associating the text information included in the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step and transmitting the text information to an external service. This allows other users to use the external service to refer to the evaluation information assigned to the dialogue as well as text information transcribed from the dialogue voice data to which the evaluation information has been assigned.

[0154] (Supplementary Note 5) The program according to any one of Supplementary Notes 1 to 4, wherein the information transmitting step (S106) is a step of associating a URL for identifying the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step and transmitting the URL to an external service. This allows other users to use the external service to refer to the URL for checking the dialogue voice data to which the evaluation information has been added, along with the evaluation information added to the dialogue. The other users can check the dialogue voice data to which the evaluation information has been added by opening the URL using a web browser or the like.

[0155] (Supplementary Note 6) The program according to any one of Supplementary Notes 1 to 5, wherein the information sending step (S106) is a step of associating speaker information about a speaker in the dialogue with the evaluation information received in the evaluation receiving step and transmitting the information to an external service. This allows other users to use the external service to check the evaluation information assigned to the dialogue as well as the speakers in the dialogue to which the evaluation information has been assigned.

[0156] (Supplementary Note 7) The program according to Supplementary Note 6, wherein the information sending step (S106) is a step of associating the name, title, or group information of the speaker in the dialogue with the evaluation information received in the evaluation receiving step and sending the information to an external service. This allows other users to use the external service to check the evaluation information assigned to the dialogue, as well as the name, title, company, department, or other group of the speaker in the dialogue to which the evaluation information has been assigned.

[0157] (Supplementary Note 8) The program according to Supplementary Note 6 or 7, wherein the information sending step (S106) is a step of associating speaker information about speakers who belong to a different group from the first user in the dialogue with the evaluation information received in the evaluation receiving step and transmitting the information to an external service, without including speaker information about speakers who belong to the same group as the first user in the dialogue. This allows the user to view only the information about the speaker at the other end of the dialogue, excluding speakers who belong to the same group as the user, among the speakers in the dialogue to whom evaluation information has been assigned. Since the user is usually interested in the speaker at the other end of the dialogue, the user can omit speakers who belong to the same group as the user, thereby saving on the amount of information.

[0158] (Supplementary Note 9) A program according to any one of Supplementary Notes 1 to 8, wherein the processor executes a speech extraction step in which, based on the dialogue speech data stored in the storage step, the processor extracts a plurality of section speech data obtained by dividing the dialogue speech data into a plurality of speech sections; the evaluation receiving step (S104) is a step in which evaluation information for a predetermined one or a plurality of section speech data from the plurality of section speech data extracted in the speech extraction step is received in response to an input operation by the first user; and the information transmitting step is an information transmitting step (S106) in which section identification information for identifying the predetermined one or a plurality of section speech data is associated with the evaluation information received in the evaluation receiving step and transmitted to an external service different from the predetermined information service. This allows evaluations for each of the speech sections included in the dialogue speech data to be stored in the external service, rather than for the entire dialogue speech data. Other users can refer to the evaluation information assigned to the speech sections using the external service.

[0159] (Supplementary Note 10) The program according to Supplementary Note 9, wherein the processor executes a screen presenting step (S101) of presenting to the first user an evaluation screen capable of accepting evaluation information for each of the plurality of section audio data extracted in the audio extracting step from the first user, and an information transmitting step (S106) of associating section identification information for identifying one or more predetermined section audio data with the evaluation information accepted in the evaluation accepting step in response to an input operation by the first user on the evaluation screen presented in the screen presenting step, and transmitting the information to an external service. This allows the user to evaluate each of the speech sections by performing an input operation on the presented screen.

[0160] (Supplementary Note 11) The program according to any one of Supplementary Notes 1 to 10, wherein the processor executes an evaluation receiving step (S114) of receiving, from an external service, predetermined dialogue voice identification information for identifying predetermined dialogue voice data and predetermined evaluation information related to an evaluation of the predetermined dialogue voice data, and an evaluation storing step (S115) of storing the predetermined evaluation information received in the evaluation receiving step in association with the predetermined dialogue voice data identified based on the predetermined dialogue voice identification information. This allows a user to receive an evaluation of the dialogue voice data performed in the external service, and assign evaluation information based on the evaluation to the dialogue voice data and store it. The user can evaluate the dialogue voice data in the external service.

[0161] (Supplementary Note 12) The program according to Supplementary Note 9 or 10, wherein the processor executes an evaluation receiving step (S114) of receiving, from an external service, predetermined section identification information for identifying a predetermined speech section and predetermined evaluation information related to an evaluation of the predetermined speech section, and an evaluation storing step (S115) of storing the predetermined evaluation information received in the evaluation receiving step in association with the predetermined speech section identified based on the predetermined section identification information. This allows the user to receive an evaluation of a portion of the speech section included in the dialogue voice data, rather than the entire dialogue voice data performed in the external service, and assign and store evaluation information based on the evaluation to the speech section. The user can evaluate the speech section in the external service.

[0162] (Supplementary Note 13) A program capable of causing a computer having a processor and a storage unit to provide a predetermined information service related to a dialogue between multiple users, wherein the processor executes the following steps: a storage step of storing dialogue voice data related to the dialogue; an evaluation receiving step (S114) of receiving, from an external service different from the predetermined information service, dialogue voice identification information for identifying the dialogue voice data and evaluation information related to an evaluation of the dialogue voice data; and an evaluation storing step (S115) of storing the evaluation information received in the evaluation receiving step in association with the dialogue voice data identified based on the dialogue voice identification information. This allows a user to receive an evaluation of the dialogue voice data conducted in the external service, and assign evaluation information based on the evaluation to the dialogue voice data and store it. The user can evaluate the dialogue voice data in the external service.

[0163] (Supplementary Note 14) The program according to Supplementary Note 13, wherein the processor executes a speech extraction step of extracting, based on the dialogue speech data stored in the storage step, a plurality of section speech data obtained by dividing the dialogue speech data into a plurality of speech sections; the evaluation receiving step (S114) is a step of receiving, from an external service, section identification information for identifying one or more speech sections and evaluation information regarding evaluations of the one or more speech sections; and the evaluation storing step (S115) is a step of storing the evaluation information received in the evaluation receiving step in association with one or more speech sections identified based on the one or more section identification information. This allows the user to receive an evaluation of a portion of the speech sections included in the dialogue speech data, rather than the entire dialogue speech data performed in the external service, and assign and store evaluation information based on the evaluation to the speech section. The user can evaluate the speech section in the external service.

[0164] (Supplementary Note 15) An information processing device including a processor and a storage unit, wherein the processor executes a program according to any one of Supplements 1 to 14. This allows a subjective evaluation by a specific user of a dialogue between multiple users, such as support, opposition, or neutrality, to be stored in an external service in association with information identifying the dialogue. Other users can use the external service to refer to the evaluation information assigned to the dialogue.

[0165] (Supplementary Note 16) A method for manufacturing an information processing system including an information processing device having a processor and a storage unit, wherein the processor executes a program according to any one of Supplements 1 to 14. This allows a subjective evaluation by a specific user of a dialogue between multiple users, such as support, opposition, or neutrality, to be stored in an external service in association with information identifying the dialogue. Other users can use the external service to refer to the evaluation information assigned to the dialogue.

[0166] (Supplementary Note 17) An information processing method executed by a computer having a processor and a storage unit, wherein the computer executes a program according to any one of Supplements 1 to 14. This allows a subjective evaluation by a specific user of a dialogue between multiple users, such as support, opposition, or neutrality, to be stored in an external service in association with information identifying the dialogue. Other users can use the external service to refer to the evaluation information assigned to the dialogue.

[0167] 1 System, 10 Server, 101 Memory unit, 104 Control unit, 106 Input device, 108 Output device, 20 First user terminal, 201 Memory unit, 204 Control unit, 206 Input device, 208 Output device, 30 Second user terminal, 301 Memory unit, 304 Control unit, 306 Input device, 308 Output device, 60 External server, 601 Memory unit, 604 Control unit, 606 Input device, 608 Output device, 50 Voice server (PBX), 501 Memory unit, 504 Control unit, 506 Input device, 508 Output device

Claims

1. A program that can cause a computer having a processor and a storage unit to provide a predetermined information service related to a dialogue between a plurality of users, the processor: a storage step of storing dialogue voice data relating to the dialogue; an evaluation receiving step of receiving evaluation information regarding an evaluation of the interactive voice data stored in the storing step in response to an input operation by a first user; an information transmitting step of associating dialogue voice identification information for identifying the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step, and transmitting the information to an external service different from the predetermined information service; Run the external service is a CRM service or a chat service different from the predetermined information service, the information transmitting step includes a step of transmitting information identifying the information service to the external service. program.

2. The information transmitting step is a step of transmitting information to the external service after obtaining authorization for authentication from the external service based on the identification information of the first user in the external service stored in the storage unit. The program according to claim 1.

3. The evaluation receiving step is a step of receiving evaluation information including at least one of rating information in which the first user evaluates the quality of the interactive voice data, comment information on the interactive voice data, reaction information indicative of an intention to share the interactive voice data with other users, and share information indicative of an intention to share the interactive voice data with other users. The program according to claim 1.

4. the information transmitting step is a step of associating text information included in the interactive voice data stored in the storing step with the evaluation information received in the evaluation receiving step and transmitting the text information to the external service. The program according to claim 1.

5. the information transmitting step is a step of associating a URL for identifying the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step and transmitting the URL to the external service. The program according to claim 1.

6. the information transmitting step is a step of associating speaker information about a speaker in the dialogue with the evaluation information received in the evaluation receiving step and transmitting the speaker information to the external service. The program according to claim 1.

7. the information transmitting step is a step of associating the name or title of the speaker in the dialogue or information about a group to which the speaker belongs with the evaluation information received in the evaluation receiving step, and transmitting the information to the external service. The program according to claim 6.

8. the information transmitting step is a step of associating speaker information about speakers in the dialogue who belong to a different group from the first user with the evaluation information received in the evaluation receiving step, without including speaker information about speakers in the dialogue who belong to the same group as the first user, and transmitting the speaker information to the external service. The program according to claim 5.

9. the processor: a voice extraction step of extracting a plurality of section voice data by dividing the dialogue voice data into a plurality of speech sections based on the dialogue voice data stored in the storage step; Run the evaluation receiving step is a step of receiving, in response to an input operation by the first user, the evaluation information for a predetermined one or a plurality of section audio data among the plurality of section audio data extracted in the audio extracting step, the information transmitting step is an information transmitting step of associating section identification information for identifying the predetermined one or more section voice data with the evaluation information received in the evaluation receiving step, and transmitting the information to an external service different from the predetermined information service; The program according to claim 1.

10. the processor: a screen presenting step of presenting to the first user an evaluation screen capable of accepting evaluation information for each of the plurality of section audio data extracted in the audio extracting step from the first user; Run the information transmitting step is a step of associating section identification information for identifying the predetermined one or more section audio data in response to an input operation by the first user on the evaluation screen presented in the screen presenting step with the evaluation information received in the evaluation receiving step, and transmitting the information to the external service. The program according to claim 9.

11. A program capable of causing a computer having a processor and a storage unit to provide a predetermined information service regarding a dialogue between a plurality of users, comprising: the processor: a storage step of storing dialogue voice data relating to the dialogue; an evaluation receiving step of receiving evaluation information regarding an evaluation of the interactive voice data stored in the storing step in response to an input operation by a first user; an information transmitting step of associating dialogue voice identification information for identifying the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step, and transmitting the information to an external service different from the predetermined information service; an evaluation receiving step of receiving, from the external service, predetermined dialogue voice identification information for identifying predetermined dialogue voice data and predetermined evaluation information regarding an evaluation of the predetermined dialogue voice data; an evaluation storage step of storing the predetermined evaluation information received in the evaluation receiving step in association with the predetermined interactive voice data identified based on the predetermined interactive voice identifying information; A program that executes.

12. A program capable of causing a computer having a processor and a storage unit to provide a predetermined information service regarding a dialogue between a plurality of users, comprising: the processor: a storage step of storing dialogue voice data relating to the dialogue; an evaluation receiving step of receiving evaluation information regarding an evaluation of the interactive voice data stored in the storing step in response to an input operation by a first user; an information transmitting step of associating dialogue voice identification information for identifying the dialogue voice data stored in the storing step with the evaluation information received in the evaluation receiving step, and transmitting the information to an external service different from the predetermined information service; an evaluation receiving step of receiving, from the external service, predetermined section identification information for identifying a predetermined utterance section and predetermined evaluation information regarding an evaluation of the predetermined utterance section; an evaluation storage step of storing the predetermined evaluation information received in the evaluation receiving step in association with the predetermined utterance section identified based on the predetermined section identification information; A program that executes.

13. A program that can cause a computer having a processor and a storage unit to provide a predetermined information service related to a dialogue between a plurality of users, the processor: a storage step of storing dialogue voice data relating to the dialogue; an evaluation receiving step of receiving, from an external service different from the predetermined information service, dialogue voice identification information for identifying the dialogue voice data and evaluation information regarding an evaluation of the dialogue voice data; an evaluation storage step of storing the evaluation information received in the evaluation receiving step in association with the interactive voice data identified based on the interactive voice identifying information; A program that executes.

14. the processor: a voice extraction step of extracting a plurality of section voice data by dividing the dialogue voice data into a plurality of speech sections based on the dialogue voice data stored in the storage step; Run the evaluation receiving step is a step of receiving, from the external service, section identification information for identifying one or more utterance sections and the evaluation information regarding evaluations of the one or more utterance sections; the evaluation storage step is a step of storing the evaluation information received in the evaluation reception step in association with the one or more utterance sections identified based on the one or more section identification information. The program according to claim 12.

15. An information processing device including a processor and a storage unit, The processor executes a program according to any one of claims 1 to 14. Information processing device.

16. A method for manufacturing an information processing system including an information processing device having a processor and a storage unit, The processor executes a program according to any one of claims 1 to 14. A method for manufacturing an information processing system.

17. An information processing method executed by a computer including a processor and a storage unit, The computer executes the program according to any one of claims 1 to 14. Information processing methods.