Information Management Apparatus for Chatbot Service Personalization

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Solution Overview

Problem

Providing personalized services using chatbots is challenging due to user reluctance in sharing personal information, leading to difficulties in tailoring services to individual users, and resulting in user resistance and potential service abandonment.

Innovation Solution

An information management method that involves receiving user information, starting a chatbot conversation, sending recommend services based on conversation content, and deleting user information when a service match is established or a predetermined time elapses, ensuring personal information is not accumulated as a log, thereby reducing user resistance.

Engineering Contradictions & Design Principles

VSEngineering Contradiction Analysis

1Adaptability or versatility

If user information is collected and stored to provide personalized services, then service personalization is improved, but user privacy protection deteriorates and user resistance increases

Engineering Contradiction:

Improveservice personalizationVSAvoiduser resistance

Core Design Contradiction:

Adaptability or versatilityVSObject-affected harmful factors

Solution Approach 1:

The system performs preliminary actions by automatically deleting user information after a predetermined time period or upon service completion, before users can object to the storage. This proactive data management approach allows personalized service delivery while preemptively addressing privacy concerns, thereby reducing user resistance.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system implements automatic discarding of user information after it has served its purpose for personalization. By automatically deleting data after a predetermined time or when service is completed, the system recovers user privacy while maintaining adaptability during the service period.

Inventive Principle:

Principle #34Discarding and recovering

2Reliability

If user information is stored for service matching, then service quality is improved, but information security deteriorates due to potential data breaches

Engineering Contradiction:

Improveservice qualityVSAvoiddata breach risk

Core Design Contradiction:

ReliabilityVSObject-generated harmful factors

Solution Approach 1:

The system preemptively deletes user information after a predetermined time period or upon service completion, before potential security incidents can occur. This preliminary data destruction action maintains service quality during the operational period while eliminating future data breach risks.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system treats user information as temporary and disposable rather than permanent. By automatically deleting data after it serves its purpose, the system minimizes the window of vulnerability to data breaches while maintaining service quality during the active period.

Inventive Principle:

Principle #27Cheap short-living objects (Disposable)

3Loss of information

If user information is accumulated as logs, then service analysis capability is improved, but user privacy protection deteriorates

Engineering Contradiction:

Improveservice analysis capabilityVSAvoidprivacy violation

Core Design Contradiction:

Loss of informationVSObject-affected harmful factors

Solution Approach 1:

The system automatically deletes user information after a predetermined time period, performing the privacy protection action before users can complain about log accumulation. This enables service analysis during the operational period while preventing long-term privacy violations.

Inventive Principle:

Principle #10Preliminary action

Solution Approach 2:

The system implements periodic deletion of user information based on predetermined time intervals or service completion events. This periodic action maintains service analysis capability during active periods while systematically preventing privacy violations through regular data purging.

Inventive Principle:

Principle #19Periodic action

Data Source

PatentUS11329934B2Recording medium, information management method, and information management apparatus

Publication Date: 2022.05.10 FUJITSU LTD

AI summary

An information management apparatus starts a conversation with a chatbot on an information processing terminal in response to a received chat start instruction, and based on the content of the conversation, sends recommend information related to a service to the information processing terminal. The information management apparatus sends pass information that enables access to user information received from the information processing terminal, the pass information being sent to an information processing device that corresponds to a provider of the service, when information indicating a desire to use the service is received from the information processing terminal in response to the recommend information. The information management apparatus deletes the user information when receiving from the information processing device, acknowledgment indicating that the service can be provided to the user that corresponds to the user information accessed using the pass information.