AI Negotiation Guidance Using Voice-Based Opportunity Stage Estimation
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Solution Overview
Problem
Existing systems fail to provide adequate support for inexperienced staff members during business negotiations, as evidenced by Japanese Unexamined Patent Application Publication No. 2019-28910 (JP 2019-28910 A), which does not address the need for supporting inexperienced staff in following the negotiation methods of skilled members.
Innovation Solution
A system utilizing a trained learning model to input voice data from business negotiations, presume the negotiation phase, and suggest appropriate topics or questions based on the phase, displayed on a terminal device to support inexperienced staff.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If an inexperienced staff member conducts a business negotiation alone, then the staff member gains independence and operational experience, but the negotiation quality and success rate deteriorate due to lack of skill
Solution Approach 1:
An AI support system acts as an intermediary between the inexperienced staff member and the negotiation process. The system analyzes voice data in real-time, identifies the current negotiation phase, and provides suggested topics and questions through a terminal device, enabling the staff member to conduct negotiations independently while maintaining quality comparable to skilled staff
Solution Approach 2:
The system copies the negotiation expertise of skilled staff members by training a machine learning model on their negotiation patterns, phases, and effective questioning strategies. This allows the inexperienced staff member to access and apply the same negotiation knowledge base without requiring years of experience
2Reliability
If a skilled staff member conducts the negotiation, then the negotiation quality is maintained, but the loss of time for training and supervision increases
Solution Approach 1:
The AI support system enables inexperienced staff members to serve themselves by providing real-time guidance during negotiations. The system automatically analyzes the negotiation flow, identifies phases, and suggests appropriate topics and questions without requiring external supervision or intervention from skilled staff members
Solution Approach 2:
The system performs preliminary action by pre-training the machine learning model on extensive negotiation data from skilled staff members before deployment. This preliminary training encapsulates years of expertise into an algorithm that can guide inexperienced staff immediately, eliminating the need for lengthy on-the-job training periods
Data Source
AI summary
An information processing method, comprising: inputting voice data related to an opportunity to a learned learning model; further estimating a stage of the opportunity in the estimating step; estimating a topic or a question to be next thrown to a customer according to the estimated stage of the opportunity; and displaying the estimated result on a terminal device.