Information processing apparatus, information processing method, and program

Abstract

An information processing apparatus according to one aspect of the present disclosure comprises: a creation unit that creates, on the basis of information related to a dialog in interpersonal business of a user, one or more assistance information items for assisting in the interpersonal business; and a notification unit that notifies, in accordance with equipment that is used by the user, the equipment of at least some of the one or more assistance information items.

Description

Information processing device, information processing method, and program

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

[0002] Techniques for supporting interpersonal work such as sales activities have been known for some time. For example, Non-Patent Document 1 discloses a decision support system that uses machine learning technology to support decision-making in sales activities.

[0003] Yoshito Nakayama, Masahiro Mori, Yoshinori Narisue, Hiroyuki Morikawa, "Discovering Decision-Making Processes in Sales Activities: An Applied Approach to Process Mining," Journal of Information Systems, Vol. 14, No. 1, 2018, pp. 26-38.

[0004] However, conventional technologies have not been able to effectively provide notifications to support the work of users who perform interpersonal tasks (e.g., salespeople) depending on the devices used by the users.

[0005] The present disclosure has been made in consideration of the above points, and aims to provide a technology that can effectively support a user's work depending on the device that the user uses.

[0006] An information processing device according to one aspect of the present disclosure includes a creation unit that creates one or more pieces of support information to support a user's interpersonal work based on information regarding the user's dialogue in the interpersonal work, and a notification unit that notifies the device used by the user of at least some of the one or more pieces of support information.

[0007] A technology is provided that can effectively support a user's work depending on the device that the user uses.

[0008] 1 is a diagram illustrating an example of a hardware configuration of a business support device according to an embodiment of the present invention; FIG. 2 is a diagram illustrating an example of a functional configuration of a business support device according to an embodiment of the present invention; FIG. 3 is a diagram illustrating an example of a talk script chart; and FIG. 4 is a flowchart illustrating an example of business support processing according to an embodiment of the present invention; FIG. 4 is a diagram illustrating an example of a state transition in a talk script chart (part 1). FIG. 5 is a diagram illustrating an example of a state transition in a talk script chart (part 2). FIG. 5 is a diagram illustrating an example of a business support screen (part 1). FIG. 6 is a diagram illustrating an example of a business support screen (part 6). FIG. 6 is a diagram illustrating an example of a pre-setting screen; and FIG. 7 is a flowchart illustrating an example of a talk script chart update processing according to an embodiment of the present invention; FIG. 7 is a diagram illustrating an example of a response dialogue history; FIG. 8 is a diagram illustrating an example of a response dialogue history divided into topic units; FIG. 8 is a diagram illustrating an example of a prompt (part 1). FIG. 8 is a diagram illustrating an example of a prompt; FIG. 9 is a diagram illustrating an example of an update proposal; FIG. 9 is a flowchart illustrating an example of a talk script chart generation processing according to an embodiment of the present invention; FIG. 10 is a diagram (part 3) showing an example of a prompt. FIG. 11 is a diagram (part 4) showing an example of a prompt. FIG. 12 is a flowchart showing a modified example of the talk script chart update process according to the present embodiment. FIG. 13 is a diagram (part 5) showing an example of a prompt. FIG. 14 is a diagram (part 6) showing an example of a prompt.

[0009] An embodiment of the present invention will be described below with reference to the drawings. The following embodiment is intended to describe a business support device 10 that can effectively provide notifications to support a user's business, based on a user device 20 used by the user, and is intended to primarily involve a user engaged in interpersonal work such as sales. However, sales is only one example of interpersonal work, and the business support device 10 according to this embodiment can also be applied to support a user engaged in various interpersonal work other than sales (e.g., personnel interviews, classes and career counseling in the education field, customer support, medical examinations, etc.). Note that interpersonal work refers to work in which dialogue (including not only verbal communication but also non-verbal communication such as gestures, facial expressions, etc.) takes place between people.

[0010] In the following, as an example, we will assume that interpersonal work is primarily business negotiations regarding the sale of products, services, etc. Furthermore, the user conducting the business negotiations will be referred to as a "sales representative" and the business partner as a "customer." However, it goes without saying that business negotiations are just one example.

[0011] <Example of Hardware Configuration of Business Support Device 10> An example of the hardware configuration of the business support device 10 according to this embodiment is shown in Fig. 1. As shown in Fig. 1, the business support device 10 according to this embodiment is realized by a general computer (information processing device) or computer system (information processing system), and includes an input device 101, a display device 102, an external I / F 103, a communication I / F 104, a RAM (Random Access Memory) 105, a ROM (Read Only Memory) 106, an auxiliary storage device 107, and a processor 108. Each of these pieces of hardware is connected to each other via a bus 109 so as to be able to communicate with each other.

[0012] The input device 101 is, for example, a keyboard, a mouse, a touch panel, a physical button, etc. The display device 102 is, for example, a display, a display panel, etc. Note that the business assistance device 10 does not necessarily have to have at least one of the input device 101 and the display device 102, for example.

[0013] The external I / F 103 is an interface with an external device such as a recording medium 103a. Examples of the recording medium 103a include a CD (Compact Disc), a DVD (Digital Versatile Disk), an SD memory card (Secure Digital memory card), and a USB (Universal Serial Bus) memory card.

[0014] The communication I / F 104 is an interface for communicating with various devices such as the user device 20. The RAM 105 is a volatile semiconductor memory (storage device) that temporarily stores programs and data. The ROM 106 is a non-volatile semiconductor memory (storage device) that can store programs and data even when the power is turned off. The auxiliary storage device 107 is a non-volatile storage device such as a hard disk drive (HDD), a solid state drive (SSD), or a flash memory. The processor 108 is a computing device such as a central processing unit (CPU) or a graphics processing unit (GPU).

[0015] 1 is an example, and the hardware configuration of the business assistance device 10 is not limited to this. The business assistance device 10 may have, for example, multiple auxiliary storage devices 107 or multiple processors 108, may not have some of the hardware shown in the figure, or may have various hardware other than the hardware shown in the figure.

[0016] <Example of Functional Configuration of Business Support Device 10> Fig. 2 shows an example of the functional configuration of the business support device 10 according to this embodiment. As shown in Fig. 2, the business support device 10 according to this embodiment includes an analysis unit 201, a selection unit 202, a notification unit 203, and a chart generation / update unit 204. Each of these units is realized, for example, by a process in which one or more programs installed in the business support device 10 are executed by the processor 108 or the like. The business support device 10 according to this embodiment also includes a chart storage unit 205. The chart storage unit 205 is realized, for example, by a storage area of ​​the auxiliary storage device 107 or the like. However, the chart storage unit 205 may also be realized, for example, by a storage area of ​​a storage device (e.g., a storage device provided in a database server) communicably connected to the business support device 10.

[0017] <Analysis Unit 201> The analysis unit 201 receives dialogue information, supplementary / target information, and a talk script chart as input, analyzes the dialogue information, and outputs intermediate information. The dialogue information, supplementary / target information, talk script chart, and intermediate information will be described below.

[0018] (Dialogue Information) Dialogue information is information that represents the content of a dialogue during a business negotiation. Specific examples of dialogue information include voice information of the dialogue during a business negotiation, and voice recognition results obtained by voice recognition of that voice information using voice recognition technology. In addition to these, dialogue information may also include, for example, results of extracting non-verbal information (e.g., estimated emotion value, positive / negative level, resonance level, number of reactions, etc.) from the voice information of the dialogue during a business negotiation, images or videos of the speaker (at least one of the sales representative and the customer), vital information of the speaker (e.g., heart rate, etc.), etc. Hereinafter, dialogue information is assumed to include voice recognition results obtained by voice recognition of the voice information of the dialogue during a business negotiation, and non-verbal information (e.g., estimated emotion value, positive / negative level, resonance level, number of reactions, etc.).

[0019] (Supplementary / Goal Information) Supplementary / Goal Information refers to information that includes supplementary information, which is supplementary information about a business negotiation, and goal information, which is information that indicates the goal of the business negotiation. Supplementary information includes, for example, customer information (e.g., family composition, hobbies, age, gender, etc.), environmental information (e.g., the time of day when the business negotiation is held, the weather at that time, the type of business negotiation (business negotiation via web conference / face-to-face business negotiation), etc.), personality type information of the customer and sales representative, etc. Goal information includes the final goal of the business negotiation (e.g., the product or service for which a contract is to be concluded), the total time spent on the business negotiation, and when multiple business negotiations are held, the goal of each business negotiation and the time spent on each business negotiation, etc. In addition, goal information may include information on various goals (e.g., concluding a contract for a product or service with a customer, concluding a contract for a high-priced product or service with a customer, securing an appointment for the next business meeting, getting an introduction to friends or acquaintances, having the customer leave with a good impression, having the customer leave without feeling tired from the business meeting, etc.), and goals may also be referred to as "purposes." Goals can be expressed, for example, as points on a talk script chart (talk script). For example, if the final goal is "contracting for a certain product," the goal can be expressed as a point in the talk script corresponding to the contract for that product. Personality type information is information that represents a personality type that classifies a person's personality based on certain criteria. Specific examples of personality types include "analytical," "driver," "amiable," and "expressive." Analytical is an analytical personality type, characterized by, for example, meticulousness, caution, and logic. Driver is an execution-oriented personality type, characterized by, for example, calmness, practicality, and action. Amiable is a gentle personality type, characterized by being modest, affable, and cooperative, while Expressive is an intuitive personality type, characterized by being cheerful, bright, and intuitive.

[0020] In the following, it is assumed that the goal information does not change during the negotiation, but the user may be able to change the goal information during the negotiation. As a specific example, the user may be able to change the goal during the negotiation, change the total time spent on the negotiation, or change the products or services that the user wants to contract with the customer.

[0021] (Talk Script Chart) A talk script chart is a scenario that describes the flow of a typical or ideal business negotiation. A talk script chart is generally expressed in the form of a directed graph in which text called a talk script changes in response to changes in the topic (also called "scenes" or "occasions"). A talk script is a predetermined speech content and speech sequence.

[0022] A typical sales negotiation flow refers to a common sales negotiation flow for a certain product or service, etc., and a specific example would be the sales negotiation flow seen by many sales representatives. An ideal sales negotiation flow refers to an ideal sales negotiation flow for achieving a goal (e.g., concluding a contract) for a certain product or service, etc., and a specific example would be the sales negotiation flow when a goal is achieved or the sales negotiation flow seen by an excellent sales representative. However, the talk script chart being a scenario describing a typical or ideal sales negotiation flow is just one example, and is not limited to this. For example, in order to realize a warning when a bad sales negotiation has taken place, the talk script chart may be a scenario describing the flow of a bad sales negotiation (e.g., a sales negotiation that fails to achieve a goal, a sales negotiation that leaves the customer feeling unhappy, etc.).

[0023] An example of a talk script is shown in Figure 3. The talk script shown in Figure 3 is composed of talk scripts TS1 to TS12. Talk script TS1 is a talk script for the topic "Opening," talk script TS2 is a talk script for the topic "Hearing about customer issues," and talk scripts TS3 to TS5 are talk scripts for the topic "Proposing Product A." Similarly, talk script TS6 is a talk script for the topic "Proposing optional products for Product A," talk script TS7 is a talk script for the topic "Proposing Product D," and talk script TS8 is a talk script for the topic "Cutting up the proposal." The same applies to the other talk scripts. Note that each talk script includes, for example, text representing typical or ideal speech content for the relevant topic and hints to encourage such speech. However, talk scripts are not necessarily limited to text and may include, for example, images, etc.

[0024] (Intermediate Information) Intermediate information is information obtained as a result of analysis by the analysis unit 201. The intermediate information includes information for supporting the user's business negotiations (hereinafter also referred to as support information). For example, the intermediate information includes at least one of the support information items (1) to (5) below.

[0025] (1) Current position on the talk script chart; (2) Current match score; (3) Next recommended talk script on the talk script chart; (4) Milestone flag; (5) Talk script path (or route) on the talk script chart to reach a goal with a high match score and the match score at that time. Here, the current position on the talk script chart refers to the position indicating which talk script on the talk script chart corresponds to the current state of the negotiation. The match score is an index value indicating the degree to which the salesperson's speech matches the customer and the customer's challenges. However, the match score may also be an index value indicating the degree to which the speech matches the customer's needs, interests, and concerns. Details of the match score will be described later. The next recommended talk script refers to the talk script recommended to the user when there are multiple talk scripts to which the user can transition from the current position. The recommended talk script refers to a talk script that contributes to achieving the goal. As will be described later, the next recommended talk script is the talk script with the highest match score among multiple talk scripts. Depending on the definition of the match score, the recommended talk script is selected based on criteria such as the degree to which it contributes to solving the customer's problem or the degree to which it matches the customer's needs, interests, and concerns. A milestone flag indicates whether the current position in the talk script chart is a talk script that represents a milestone in the business negotiation. Examples of milestone talk scripts (hereinafter referred to as milestone talk scripts) include a talk script indicating that it is better to end the business negotiation early (talk script TS8 in the example shown in FIG. 3 ) and a talk script indicating that an additional proposal is effective (talk script TS9 in the example shown in FIG. 3 ). Alternatively, a milestone talk script may represent a crossroads in the business negotiation (e.g., a talk script with multiple or a predetermined number of transition destination candidate talk scripts).

[0026] However, the above (1) to (5) are examples of support information, and the analysis unit 201 may create intermediate information that includes support information other than these. For example, as described below, summaries of past talk scripts and summaries of future talk scripts may be created as support information, and intermediate information that includes this support information may be created. Furthermore, for example, not only the next recommended talk script but also recommended talk scripts that precede the next recommended talk script on the talk script chart, such as the next-next recommended talk script, may be created as support information. In addition, various information displayed on the business support screen described below may be created as support information, and intermediate information that includes this support information may be created.

[0027] <<Selection Unit 202>> The selection unit 202 receives output destination device constraint information, usage information, and intermediate information as input, and selects one or more pieces of support information from the intermediate information to output notification information.

[0028] (Destination Device Constraint Information) Destination device constraint information is information that represents the hardware and software constraints of the user device 20. Hereinafter, as an example, the destination device constraint information will be assumed to include whether or not a screen is present, and, if a screen is present, the screen size. However, this is just an example, and the destination device constraint information may also include information that represents various constraints related to the hardware and software of the user device 20 (e.g., communication bandwidth, processing speed, whether or not sound can be output, model number, etc.). Furthermore, in addition to information that represents constraints related to hardware and software, the destination device constraint information may also include information that represents arbitrarily set constraints, such as the installation location.

[0029] (Usage Information) The usage information is information that indicates the usage of the notification information. In the following, the usage information is assumed to be a "real-time use" that supports the user's business negotiations in real time during the negotiations, and an "analysis use" that supports tasks such as reviewing and analyzing the business negotiations after the negotiations.

[0030] (Notification information) Notification information refers to information contained in the support information selected by the selection unit 202, or new support information created from that support information (e.g., control information for controlling the vibration or blinking of the light of the user device 20, etc.).

[0031] <Notification Unit 203> The notification unit 203 receives notification information as input and outputs the notification information to the user device 20. As a result, the user device 20 notifies the user of information for supporting the user's business negotiations.

[0032] <<Chart Creation and Update Unit 204>> The chart creation and update unit 204 receives the conversation history as input and creates or updates a talk script chart.

[0033] (Responsive Dialogue History) The reactive dialogue history is text that represents the content of dialogue between a sales representative and a customer in past business negotiations (particularly business negotiations in which typical or ideal dialogues were conducted).

[0034] <Chart Storage Unit 205> The chart storage unit 205 stores one or more talk script charts. The chart storage unit 205 stores a talk script chart corresponding to each condition related to supplementary / goal information. This makes it possible to use a talk script chart corresponding to the personality type information of a salesperson and a customer, for example. Similarly, it makes it possible to use a talk script chart corresponding to a product targeted for negotiation, for example.

[0035] <Example of Business Support Processing> An example of business support processing according to this embodiment will be described with reference to FIG.

[0036] Step S101: The analysis unit 201 receives dialogue information, supplementary / goal information, and a talk script chart, analyzes the dialogue information, and outputs intermediate information. At this time, the analysis unit 201 receives, from the chart storage unit 205, a talk script chart that corresponds to the conditions satisfied by the supplementary / goal information.

[0037] When the usage information input to the selection unit 202 is "real-time usage," the dialogue information is input sequentially during the negotiation. In this case, the supplementary / target information and the talk script chart only need to be input once at the beginning. On the other hand, when the usage information input to the selection unit 202 is "analysis usage," the dialogue information from the start to the end of a past negotiation is input.

[0038] <<Example of Processing by the Analysis Unit 201 (Part 1)>> (1) Current Position in Talk Script Chart The talk script at the start position of the talk script chart is set as the initial current position. In this case, the analysis unit 201 calculates, for example, the similarity (e.g., keyword content rate, character string similarity, match score, weighted sum of two or more of these) between the sales representative's utterance and a talk script to which the current position can be transitioned, and if the similarity exceeds a predetermined threshold, transitions the current position to the corresponding talk script.

[0039] (2) Current Match Score A score called a match score is defined for each talk script included in the talk script chart. As an example, the initial value of the match score is set to 50, and the match score takes a value between 1 and 100.

[0040] Define the match score as the weighted sum of the following two scores: first score and second score:

[0041] (First Score) The first score is a score that indicates the degree of match with the customer's issues. In other words, the first score is an index for transitioning to a talk script that better matches the customer's situation and can make proposals that will resonate with the customer.

[0042] The first score can be calculated, for example, by first associating a customer issue, its solution, and a reference value, and then correcting the reference value corresponding to the solution depending on the similarity between the talk script of the candidate transition destination and the solution (e.g., keyword content rate, string similarity, etc.).

[0043] (Second Score) The second score is a score that indicates whether the salesperson's speech resonates with the customer. In other words, the second score is an index for making additional proposals or ending the proposal depending on the customer's good or bad reaction to the salesperson's proposal (i.e., whether the sales activities resonate with the customer). This makes it possible, for example, to transition to a talk script that proposes products that are more difficult to close if the customer's reaction is good, or to transition to a talk script that aims to make additional proposals, while ending the negotiation if the customer's reaction is bad.

[0044] The second score may be calculated, for example, as a cumulative score calculated from the customer's speech and non-verbal information after pre-scoring non-verbal information (emotion estimation value, positive / negative level, resonance level, number of reactions, etc.) and linguistic information (words and phrases expressing agreement, denial, empathy, going along with the conversation, etc.).

[0045] In this case, the weights are α and β, and the analysis unit 201 calculates the match score by the formula: match score=α×first score+β×second score.

[0046] The weights α and β may be fixed in the talk script chart or may be variable depending on the topic in the talk script chart. For example, since the reliability of the second score is low in the early stages of a sales negotiation, such as an opening or hearing about customer issues, the value of α may be large and the value of β may be small. On the other hand, the value of α may be small and the value of β may be large in the late stages of a sales negotiation, such as cross-selling or upselling, or when wrapping up the sales negotiation.

[0047] (3) Next Recommended Talk Script in Talk Script Chart The analysis unit 201 may select the talk script with the highest matching score as the next recommended talk script from among a plurality of talk scripts to which a transition can be made from the current position.

[0048] For example, assume that the current position is talk script TS2 as shown in Figure 5. At this time, the transition destination candidate talk scripts are talk scripts TS3 to TS5, and their respective match scores are "80," "50," and "30." In this case, the analysis unit 201 selects talk script TS3 as the next recommended talk script.

[0049] However, to enable transition to a talk script for ending the business negotiation, the analysis unit 201 may further use an adjustment condition for adjusting the value of the match score. For example, if a talk script corresponding to the topic "ending the proposal" exists among the talk scripts of the transition destination candidates and the second score is less than a predetermined threshold, an adjustment condition may be used such that a predetermined value is added to the match score of the talk script corresponding to the topic "ending the proposal." This is because, according to the definition of the match score described above, the value of the match score of the talk script corresponding to the topic "ending the proposal" will be low, and therefore, the value needs to be adjusted.

[0050] Other heuristic conditions may be used as the adjustment conditions, such as conditions related to linguistic indicators (e.g., the number of questions asked by customers, the number of references to product prices, etc.) or non-linguistic indicators (e.g., the number or percentage of customer expressions of a specific emotion, etc.).

[0051] (4) Milestone Flag If the current position in the talk script chart is a milestone talk script, the analysis unit 201 sets the value of the milestone flag to “1” (i.e., it corresponds to a milestone in the business negotiation); otherwise, the analysis unit 201 sets the value of the milestone flag to “0” (i.e., it does not correspond to a milestone in the business negotiation).

[0052] (5) In the talk script chart, the path of talk scripts leading to a goal with a high match score and the match score at that time By recursively calculating the match scores of talk scripts that can be transitioned from each talk script starting from the current position, it is possible to calculate the match score for each talk script ahead of the current position. Therefore, the analysis unit 201 can use these match scores to calculate, for example, the talk script sequence with the highest total match score and its total value (or the average value).

[0053] At this time, the total match score may be corrected using the final goal of the business negotiation or the goals of each business negotiation included in the supplementary / goal information. That is, for example, the total match score may be corrected so that the total match score of talk script sequences that match the goals included in the supplementary / goal information is high, and the total match score of talk script sequences that do not match the goals is low. Additionally, the total match score may be corrected using information on various goals included in the supplementary / goal information (e.g., signing a contract with a customer for a product or service, signing a contract with a customer for a high-priced product or service, securing an appointment for the next business negotiation, getting an introduction from a friend or acquaintance, leaving the customer with a good impression, leaving the customer feeling comfortable after the business negotiation, etc.). Similarly, the total match score may be corrected so that the total match score of talk script sequences that contribute to goal achievement is high, and the total match score of talk script sequences that do not contribute to goal achievement is low.

[0054] <<Processing Example (Part 2) of the Analysis Unit 201>> (5) In the talk script chart, the path of talk scripts to reach a goal with a high match score and the match score at that time. For each talk script, an estimated time required for an utterance to be made according to the talk script and the essentiality of the talk script may be associated. In this case, the analysis unit 201 may use the time spent on negotiation included in the supplementary / goal information to, for example, calculate a talk script sequence that skips talk scripts with a low essentiality or calculate a talk script sequence that includes talk scripts with a shorter estimated time.

[0055] For example, suppose the time to be spent on the business negotiation included in the supplementary / target information is "60 minutes." Also, suppose that the current position is talk script TS6 and the elapsed time is "40" in the talk script chart shown in FIG. 6 . In this case, a talk script sequence including talk scripts TS9s and TS11s is calculated, rather than a talk script sequence including talk scripts TS9 and TS11. This is because a talk script sequence including talk scripts TS9 and TS11 would exceed the time to be spent on the business negotiation of "60 minutes."

[0056] The talk script TS9s and the talk script TS11s represent shortened versions of the talk script TS9 and the talk script TS11, respectively.

[0057] Furthermore, the talk script sequence may be calculated by correcting the match score using, for example, the difference between the time spent on negotiation and the elapsed time included in the supplementary / target information and the estimated time of the talk script. For example, in the above example, the match score may be corrected so that the talk script sequence including talk script TS9s and talk script TS11s has a higher match score than the talk script sequence including talk script TS9 and talk script TS11. This makes it possible to select which talk script sequence to recommend based on the match score.

[0058] Step S102: The selection unit 202 receives as input the output destination device constraint information, the usage information, and intermediate information that includes at least one of the support information (1) to (5) above, and outputs notification information by selecting one or more support information from the intermediate information.

[0059] The selection unit 202 may select the support information using, for example, the selection method shown in Fig. 7. That is, first, the selection unit 202 refers to the usage purpose information and determines whether the usage purpose is "real-time usage" or "analysis usage."

[0060] If it is determined that the application is for "real-time use," the selection unit 202 refers to the output destination device constraint information and determines whether the application is for "a screen that is equal to or larger than a predetermined size," "a screen that is equal to or smaller than a predetermined size," or "no screen."

[0061] If it is determined that "a screen is present and the screen size is equal to or larger than a predetermined size," the selection unit 202 outputs notification information that includes all of the support information (1) to (5). This is the case, for example, when the user device 20 is a PC (personal computer) or the like. This is because when the user device 20 is a PC or the like, all of the support information (1) to (5) can be displayed.

[0062] If it is determined that "a screen is present and the screen size is smaller than a predetermined size," the selection unit 202 outputs notification information including, for example, the support information shown in (3) and (4). This is the case when the user device 20 is a device with a relatively small screen size, such as a smartphone or tablet terminal. In this case, the user device 20 does not have a sufficient display area and is therefore unable to display all of the support information shown in (1) to (5). However, outputting notification information including the support information shown in (3) and (4) is merely an example and is not limited to this.

[0063] If the user device 20 is determined to have a "screenless" state, the selection unit 202 generates control information for controlling the user device 20 in accordance with (2) or (4) and outputs notification information including the control information. This is the case, for example, when the user device 20 is a small device such as a wearable device. In this case, the user device 20 does not have a sufficient display area, and therefore the milestone flag and the match score need to be expressed using non-verbal information such as blinking or vibration. Expressing the milestone flag using non-verbal information means, for example, blinking a lamp or vibrating the user device 20 when the milestone flag value becomes "1." Similarly, expressing the match score using non-verbal information means, for example, blinking a lamp or vibrating the user device 20 when the match score exceeds or falls below a certain threshold. Note that the control information may include, for example, information for blinking or vibrating the user device 20. However, this is just an example, and the control information is not limited to information for making the user device 20 blink or vibrate.

[0064] On the other hand, if it is determined that the purpose is "analysis," the selection unit 202 refers to the output destination device constraint information and determines whether the purpose is "with screen" or "without screen."

[0065] If it is determined that a screen is present, the selection unit 202 outputs notification information that includes all of the support information (1) to (5). This is because, for analytical purposes, a PC is generally used as the user device 20.

[0066] If it is determined that the device has no screen, the selection unit 202 does not create notification information. This is because it is generally not expected that a user device 20 without a screen will be used for analysis purposes.

[0067] Step S103: The notification unit 203 receives notification information and outputs the notification information to the user device 20. As a result, the user device 20 that has received the notification information notifies the user of the assistance information included in the notification information.

[0068] <Examples of Business Support Screens> The following describes business support screens for displaying support information on a user device 20 having a screen. Note that the following business support screen examples (1) to (5) are primarily for real-time use, and the business support image example (6) is primarily for analytical use.

[0069] <<Example of Business Support Screen (Part 1)>> FIG. 8 shows a business support screen G1000 when the match score is relatively high. The business support screen G1000 shown in FIG. 8 includes a display field G1100 displaying a graph G1101 representing the time series of the match score, a display field G1200 displaying a recommended talk script, and a display field G1300 displaying the speech recognition result. The display field G1200 includes a policy and rationale for the recommended talk script G1210 and the content of the recommended talk script G1220. Note that in the display field G1300, for example, an utterance that is the basis for calculating a high match score is displayed in a highlight G1301. Here, the policy and rationale for the recommended talk script can be generated by any method. For example, it is conceivable that they could be generated by a generation AI using the speech recognition result and the recommended talk script as input. Note that the generation AI may be included in the analysis unit 201, or may be provided as an external service.

[0070] The graph G1101 displayed in the display field G1100 shows the time series (temporal progression) of the match score, with the horizontal axis representing time and the vertical axis representing the match score. However, this is just one example, and the temporal progression of the match score may be represented in a form other than the graph G1101, such as a line graph or bar graph, or may be displayed in other formats. Furthermore, at times corresponding to milestone talk scripts (i.e., times when there is a crossroads during a business negotiation), a marker such as an icon may be displayed on the graph G1101 (in the example shown in FIG. 8 , an icon G1102 representing times corresponding to milestone talk scripts is displayed on the graph G1101). However, the icon G1102 is just one example, and is not limited thereto. For example, the time corresponding to milestone talk scripts may be displayed in a color change, a highlight, or a word such as "crossroads." Other display modes may also be used.

[0071] 8 also includes a display field 1400 that includes a display field 1401 that displays information such as future progress, and a display field 1402 that displays other information. The display field G1402 displays various information, such as photos or deformed icons of products or services, URLs to product or service introduction pages, and information indicating the selling points of the products or services. The display field 1401 may also display information such as a talk script path to reach a goal with a high match score. In addition to this, the display field 1401 may also display, for example, summaries of past talk scripts, summaries of future talk scripts, and other information.

[0072] <<Example of Business Support Screen (Part 2)>> A business support screen G1000 when the match score is relatively low is shown in Fig. 9. In a display field G1300 included in the business support screen G1000 shown in Fig. 9, for example, an utterance that is the basis for calculating the low match score is displayed in highlight G1301.

[0073] Example of Business Support Screen (Part 3) The business support screen G2000 shown in FIG. 10 includes a display field G2100 displaying the speech recognition results, a display field G2200 displaying the customer's non-verbal information (in the example shown in FIG. 10 , the resonance level, positive / negative, and number of reactions), a display field G2300 displaying the overall topic flow and the current topic, and a display field G2400 displaying information related to the current topic. The display field 2400 also includes a summary G2410 of past talk script sequences, a display field G2420 displaying candidate talk scripts including recommended talk scripts, and a display field G2430 displaying a summary of future talk script sequences. However, for example, only one of the summaries of past talk script sequences or future talk script sequences may be displayed. The summary can be generated by any method, but it may be generated by a summary model (or a generation AI, etc.) that inputs a talk script or its sequence and outputs a summary. The summary model (or the generation AI) may be possessed by the analysis unit 201, or may be provided as an external service.

[0074] The summaries displayed in the display field G2430 are, for example, summaries of each talk script sequence (i.e., each talk script sequence up to the goal) obtained when generating the support information shown in (5). In the example shown in FIG. 10 , the display field G2430 displays one summary for each talk script sequence, but multiple summaries may be created and displayed for each talk script sequence. For example, for each talk script sequence, a summary of the talk script sequence from the present to a future topic, a summary of the talk script sequence from that topic to the next topic, and a summary of the talk script sequence from the next topic to the goal may be created and displayed. In this case, for example, the number of characters in the summary may be reduced as the talk script sequence progresses further into the future. Similarly, multiple summaries may be created for summaries of past talk script sequences, with the number of characters in the summary being reduced, for example, as the time goes further back in time (more generally, the number of characters in the summary may be reduced as the time goes further away from the present).

[0075] 10 also includes a display field 2440 that displays whether points to be earned have been earned or not. The points to be earned and the conditions for earning points are predetermined, and the analysis unit 201 determines whether the conditions are met from the speech recognition results.

[0076] <<Example of Business Support Screen (Part 4)>> The business support screen G3000 shown in Fig. 11 includes a display field 3100 that displays a talk script path leading to a goal with a high match score in the talk script chart. In the example shown in Fig. 11, a talk script chart consisting of talk scripts TS101 to TS108 is displayed, with talk script TS102 being the current position and talk scripts TS102, TS105, and TS108 being displayed as a talk script sequence leading to a goal with a high match score (the "5,000 yen plan" in the example shown in Fig. 11). Furthermore, because there are multiple talk scripts that are transition destination candidates in talk script TS102, talk script TS102 is a milestone talk script, and as a result of the milestone flag value being "1," the phrase "We are at a crossroads now" is also displayed.

[0077] By referring to the display field 3100, the user can know that the probability of signing up for the "5,000 yen plan" is the highest, for example. The user can also know that the current situation is a crossroads (i.e., an important stage (turning point) in the business negotiations).

[0078] The business support screen G3000 shown in Figure 11 includes a display field G3200 that displays the elapsed time and the remaining time for the negotiation, and a display field G3300 that displays the personality types of the sales representative and the other party (customer).

[0079] 12 includes a display field G4100 that displays an image or video of the other party (customer) captured in real time, a display field G4200 that displays the current match score, a display field G4300 that displays a facial image that represents the customer's estimated emotion value, and a display field G4400 that displays the other party's (customer's) personality type. This allows the user to proceed with business negotiations while referring to the customer's actual facial expression, the facial image that represents the customer's estimated emotion value, and the current match score.

[0080] 13 includes a graph G5100 showing the time progression of the actual match score, a graph G5200 showing the time progression of the ideal match score in a business negotiation, and a match score threshold G5300 required to achieve a goal. This allows the user to compare the time progression of the match score in an actual business negotiation with the ideal progression.

[0081] Furthermore, on the business support screen G5000 shown in Fig. 13, when the user selects any point on the graph G5100, an explanation is displayed indicating what happened at the time represented by the point. The example shown in Fig. 13 shows the case where point P on the graph G5100 is selected, and an explanation G5400 is displayed indicating what happened at the time represented by point P. Note that, for example, such an explanation may use the speech recognition results for the relevant time or the times before and after that, or a summary of those speech recognition results, or may use non-verbal information for the relevant time or the times before and after that in addition to the speech recognition results and summary.

[0082] Furthermore, by selecting a certain time range on the task support screen G5000 shown in Fig. 13, an explanation is displayed showing what happened during that time range. The example shown in Fig. 13 shows the case where a time range Q is selected. This allows the user to know what happened during that time range. Note that, for example, such an explanation may use the speech recognition results for a time range including the relevant time range and times before and after it, or a summary of those speech recognition results, or may use non-verbal information for a time range including the relevant time range and times before and after it in addition to the speech recognition results and summary.

[0083] 14 includes a customer and environment information setting field G6100 in which customer information and environment information can be set, and a personality type information setting field G6200 in which personality type information of the sales representative and customer can be set. The pre-setting screen G6000 shown in FIG. 14 also includes a target information setting field G6300 in which the final goal of the negotiation, the total time to be spent on the negotiation, the goal of the current negotiation, and the time to be spent on the current negotiation.

[0084] If a previous business negotiation has been conducted, the pre-setting screen G6000 shown in FIG. 14 displays the match degree score after the previous business negotiation in a display field G6400.

[0085] The user can set supplemental information (customer information, environmental information, personality type information) and goal information by selecting the setting button G6500 on the pre-setting screen G6000 shown in FIG.

[0086] <Example of Talk Script Chart Update Process> An example of the talk script chart update process according to this embodiment will be described with reference to FIG.

[0087] Step S201: The chart generating and updating unit 204 receives a response dialogue history as an input and divides the dialogues included in the response dialogue history into topic units.

[0088] <<Response Dialogue History>> A response dialogue history is text representing the content of a dialogue between a sales representative and a customer in a past business negotiation (especially a business negotiation in which a typical or ideal dialogue took place). The response dialogue history may be text obtained by using speech recognition technology to recognize voice data representing the content of a dialogue between a sales representative and a customer in a past business negotiation, or may be text manually transcribed from that voice data, or may be text obtained by other methods. A specific example of a response dialogue history is shown in FIG. 16. The response dialogue history 1000 shown in FIG. 16 is obtained by using speech recognition technology to recognize voice data representing the content of a dialogue between a sales representative and a customer in a past business negotiation.

[0089] <<Response dialogue history divided by topic>> Figure 17 shows a response dialogue history obtained by dividing the response dialogue history 1000 shown in Figure 16 into topic units. As shown in Figure 17, the response dialogue history 1000 shown in Figure 16 is divided into a response dialogue history 1101 for the topic "opening," a response dialogue history 1102 for the topic "problem extraction," a response dialogue history 1103 for the topic "product proposal," a response dialogue history 1104 for the topic "cross-selling / up-selling," and a response dialogue history 1105 for the topic "closing." Note that the topics shown in Figure 17 are all examples, and appropriate topics can be set depending on the type or category of the response dialogue history.

[0090] <<Example of a method for dividing into topic units>> Any method can be used to divide the conversation history into topic units, but for example, a method using a generation AI realized by a large language model (LLM) can be used. Note that the generation AI may be included in the chart generation / update unit 204, or may be provided as an external service.

[0091] The chart generating and updating unit 204 can divide the response dialogue history into topic units by, for example, providing the generation AI with a prompt 2000 shown in Fig. 18. Here, the response dialogue history is set in "Response dialogue history" of the prompt 2000 shown in Fig. 18.

[0092] Step S202: The chart generating and updating unit 204 extracts a talk script for each topic from an existing talk script chart. For example, the chart generating and updating unit 204 uses a talk script chart designated as an update target among the talk script charts stored in the chart storage unit 205, and extracts a talk script for each topic from the talk script chart.

[0093] Step S203: The chart generation / update unit 204 generates and presents an update proposal for a pre-specified topic using the conversation history divided in step S201 and the talk script extracted in step S202. The topic to be updated is specified, for example, by a person in charge of updating the talk script chart (hereinafter also referred to as the "updater"). The update proposal can be presented in any manner, for example, by displaying it on the display of a terminal used by the updater.

[0094] The chart generation / update unit 204 can generate an update proposal by, for example, providing the generation AI with a prompt 3000 shown in Fig. 19. Here, the "talk script of the relevant topic" in the prompt 3000 shown in Fig. 18 is set to a talk script of a pre-specified topic from the talk scripts extracted in step S202 above. Similarly, the "response dialogue history of the relevant topic" in the prompt 3000 shown in Fig. 18 is set to a response dialogue history of the topic from the response dialogue history divided in step S201 above.

[0095] <<Example of Update Proposal (Part 1)>> As an example, an example of an update proposal (Part 1) for the talk script for the topic "product proposal" is shown in Figure 20. The update proposal shown in Figure 20 includes the talk script before the change and the talk script after the change. This allows the person in charge of updating the talk script to compare and confirm the talk script before and after the change.

[0096] <<Example of Update Proposal (Part 2)>> As an example, an example of an update proposal (Part 2) for the talk script for the topic "product proposal" is shown in Figure 21. The update proposal shown in Figure 21 is a proposal that indicates the direction of the change. This allows the person in charge of updating the talk script to know in what direction the talk script should be changed.

[0097] Step S204: The chart generating / updating unit 204 modifies the existing talk script chart. That is, for example, if the update proposal presented in step S203 above is approved by the person in charge of updating, the chart generating / updating unit 204 updates the corresponding talk script included in the corresponding talk script chart in accordance with the update proposal. This updates the corresponding talk script chart.

[0098] <Example of Talk Script Chart Generation Process> An example of talk script chart generation process according to this embodiment will be described with reference to FIG.

[0099] Step S301: The chart generation / update unit 204 receives a plurality of conversation histories and extracts from them sections related to a specific topic designated in advance. The topic to be extracted is designated, for example, by a person in charge of generating the talk script chart (hereinafter also referred to as the "generator").

[0100] The chart generating and updating unit 204 can extract the part related to the topic "Proposal for Product A" by providing the generation AI with the prompt 4000 shown in Fig. 23. Here, a response dialogue history is set in each of "Response dialogue history 1" to "Response dialogue history N" of the prompt 4000 shown in Fig. 23.

[0101] Step S302: The chart generating and updating unit 204 extracts commonalities and ingenious points from the points extracted in step S302, and generates a talk script.

[0102] The chart generating and updating unit 204 can generate a talk script by, for example, providing the generation AI with a prompt 5000 shown in Fig. 24. Here, the parts extracted in step S301 above are set in "'Relevant part of topic A in response dialogue history 1'" to "'Relevant part of topic A in response dialogue history N'" of the prompt 5000 shown in Fig. 24, respectively.

[0103] Step S303: The chart generation and update unit 204 generates a talk script chart using the talk script generated for each topic in steps S301 and S302. The talk script chart generated by the chart generation and update unit 204 is stored in the chart storage unit 205.

[0104] The chart generation and update unit 204 can create a talk script chart by, for example, treating each talk script as a node and connecting the nodes with directed edges according to a predetermined topic order. At this time, talk scripts whose interconnections are unclear may be presented to a generator, and directed edges may be set according to the generator's instructions. Furthermore, the threshold for transitioning to the next talk script (threshold for the similarity with talk scripts that can be transitioned from the current position) and the estimated time for each talk script may be set according to the generator's instructions. However, for example, the estimated time for each talk script may be calculated from the number of characters in the text that constitutes the talk script.

[0105] <Modification of Talk Script Chart Generation Process> A modification of the talk script chart generation process according to this embodiment will be described with reference to FIG.

[0106] Step S401: The chart generation and update unit 204 receives a plurality of interaction histories as input, and extracts from the interaction histories portions related to a specific topic designated in advance, similar to step S301 in Fig. 22. The topic to be targeted here is designated, for example, by the person in charge of updating.

[0107] Step S402: The chart generating and updating unit 204 extracts commonalities and ingenuity points from the points extracted in step S401 above. The chart generating and updating unit 204 can extract ingenuity points and commonalities, for example, by providing the generation AI with a prompt 6000 shown in FIG. 26. Here, the points extracted in step S401 above are set in "'Relevant points of topic A in response dialogue history 1'" to "'Relevant points of topic A in response dialogue history N'" of the prompt 6000 shown in FIG. 24, respectively.

[0108] Step S403: The chart generation and update unit 204 generates an update proposal from the innovation points extracted in step S402 above. The chart generation and update unit 204 can generate an update proposal by, for example, providing the prompt 7000 shown in FIG. 27 to the generation AI. Here, the talk script to be updated is set in "Talk script for topic A" in the prompt 7000 shown in FIG. 27, and the innovation points extracted in step S402 above are set in "Innovative points for sales activities of high performers."

[0109] Step S404: The chart generating / updating unit 204 modifies the existing talk script chart. That is, for example, if the update proposal presented in step S403 above is approved by the person in charge of updating, the chart generating / updating unit 204 updates the corresponding talk script included in the corresponding talk script chart in accordance with the update proposal. This updates the corresponding talk script chart.

[0110] The following supplementary notes are further disclosed in relation to the above embodiments. (Supplementary Item 1) An information processing device including: a memory; and at least one processor connected to the memory, wherein the processor creates one or more pieces of support information for supporting an interpersonal task based on information about a dialogue in the interpersonal task of a user; and notifies the device using the user of at least some of the one or more pieces of support information. (Supplementary Item 2) The information processing device according to Supplementary Item 1, which notifies the device of information expressing at least some of the one or more pieces of support information as non-verbal information. (Supplementary Item 3) The information processing device according to Supplementary Item 2, wherein the non-verbal information includes vibration of the device or blinking of a light by the device. (Supplementary Item 4) The information processing device according to Supplementary Item 1, which creates the one or more pieces of support information including a route to a predetermined goal on a talk script chart based also on a talk script chart describing the flow of a talk script representing the dialogue in the interpersonal task. (Supplementary Item 5) The information processing device according to Supplementary Item 4, which creates the one or more pieces of support information including at least one of a summary of a talk script that is older than the current position on the talk script chart and a summary of a talk script that is later than the current position. (Supplementary Item 6) The information processing device according to Supplementary Item 5, which creates a summary with fewer characters the further in time from the current position is. (Supplementary Item 7) The information processing device according to Supplementary Item 1, which creates the one or more pieces of support information including one or more routes to the last talk script on the talk script chart, and a predetermined score for each of the one or more routes, also based on a talk script chart that describes the flow of talk scripts representing a dialogue in the interpersonal business. (Supplementary Item 8) The information processing device according to Supplementary Item 7, wherein the score is an index value that represents the degree to which a talk script included in the route matches a customer of the interpersonal business and the customer's issues, needs, interests or concerns when the interpersonal business is performed using the talk script included in the route.(Supplementary Item 9) The information processing device according to Supplementary Item 7 or 8, which creates the one or more pieces of support information including a talk script recommended to the user from among a plurality of talk scripts that are at least next to the current position on the talk script chart. (Supplementary Item 10) The information processing device according to Supplementary Item 9, which selects, from the plurality of talk scripts, a talk script that contributes to achieving a goal of the interpersonal work as a talk script to be recommended to the user, and creates the one or more pieces of support information including the talk script recommended to the user. (Supplementary Item 11) The information processing device according to Supplementary Item 4, which creates the one or more pieces of support information including a time required to reach the goal. (Supplementary Item 12) The information processing device according to Supplementary Item 4, which creates the one or more pieces of support information including the route to reach the goal by the time set by the user or the talk script, based on the time set by the user. (Supplementary Item 13) The information processing device according to Supplementary Item 7, which dynamically changes the score based on at least one of the passage of time in the interpersonal work, a change in the goal, a reaction of the other party in the interpersonal work, and a transition on the talk script chart. (Appendix 14) A non-transitory storage medium storing a program that causes a computer to execute a process for supporting a user's interpersonal work, wherein the process for supporting the user's interpersonal work includes the following processes: creating one or more pieces of support information for supporting the interpersonal work based on information regarding a dialogue in the user's interpersonal work; and notifying the device used by the user of at least some of the one or more pieces of support information.

[0111] The present invention is not limited to the above-described specifically disclosed embodiments, and various modifications, changes, and combinations with known technologies are possible without departing from the scope of the claims.

[0112] REFERENCE SIGNS LIST 10 Business support device 20 User device 101 Input device 102 Display device 103 External I / F 103a Recording medium 104 Communication I / F 105 RAM 106 ROM 107 Auxiliary storage device 108 Processor 109 Bus 201 Analysis unit 202 Selection unit 203 Notification unit 204 Chart generation / update unit 205 Chart storage unit

Claims

1. An information processing device having: a creation unit that creates one or more pieces of support information to support a user's interpersonal work based on information regarding a dialogue in the interpersonal work; and a notification unit that notifies a device used by the user of at least some of the one or more pieces of support information.

2. The information processing device according to claim 1, wherein the notification unit notifies the device of information that expresses at least a portion of the one or more pieces of support information in non-verbal information.

3. The information processing device according to claim 2, wherein the non-verbal information includes vibration of the device or blinking of a light by the device.

4. The information processing device of claim 1, wherein the creation unit creates the one or more pieces of support information including a route to a predetermined goal on a talk script chart based on a talk script chart that describes the flow of a talk script representing a dialogue in the interpersonal business.

5. The information processing device according to claim 4, wherein the creation unit creates the one or more pieces of support information including at least one of a summary of a talk script that is older than the current position on the talk script chart and a summary of a talk script that is later than the current position.

6. The information processing device according to claim 5, wherein the creation unit creates a summary with fewer characters the further away in time a location is from the current location.

7. The information processing device of claim 1, wherein the creation unit creates the one or more pieces of support information based on a talk script chart that describes the flow of a talk script representing a dialogue in the interpersonal business, the support information including one or more paths to the final talk script on the talk script chart and a predetermined score for each of the one or more paths.

8. The information processing device described in claim 7, wherein the score is an index value representing the degree to which the talk script included in the route matches the customer of the interpersonal business and the customer's issues, needs, interests or concerns when the interpersonal business is conducted using the talk script included in the route.

9. An information processing device as described in claim 7 or 8, wherein the creation unit creates the one or more pieces of support information including a talk script recommended to the user from among a plurality of talk scripts at least at the next position from the current position on the talk script chart.

10. The information processing device described in claim 9, wherein the creation unit selects, from the plurality of talk scripts, a talk script that contributes to achieving the interpersonal work goal as a talk script to be recommended to the user, and creates the one or more pieces of support information including the talk script recommended to the user.

11. The information processing device according to claim 4, wherein the creation unit creates the one or more pieces of support information that include the time required to reach the goal.

12. The information processing device according to claim 4, wherein the creation unit creates the route to reach the goal by the time set by the user, or the one or more pieces of support information including the talk script.

13. The information processing device according to claim 7, wherein the score dynamically changes based on at least one of the passage of time in the interpersonal business, a change in the goal, the reaction of the other party in the interpersonal business, and a transition on the talk script chart.

14. An information processing method in which a computer executes the following steps: a creation procedure for creating one or more pieces of support information for supporting a user's interpersonal work based on information regarding a dialogue in the interpersonal work; and a notification procedure for notifying a device used by the user of at least some of the one or more pieces of support information.

15. A program that causes a computer to execute the following steps: a creation procedure for creating one or more pieces of support information to support a user's interpersonal work based on information regarding a dialogue in the interpersonal work; and a notification procedure for notifying a device used by the user of at least some of the one or more pieces of support information.

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