JP7368910B1 - Program, information processing device, manufacturing method, information processing method - Google Patents

Abstract

[Problem] In web services etc. provided on a web browser, there is a problem in that a user must perform complicated input work.
[Solution] A program for causing a computer including a processor and a storage unit to execute the program, which includes a viewing acquisition step in which the processor acquires viewing information regarding the viewing of a web service by a user; If the condition acquisition step acquires support conditions, which are conditions for presenting support information to the browsing user, and the viewing information acquired in the viewing acquisition step satisfies the support conditions acquired in the condition acquisition step, the web A program that executes a presentation step of presenting support information to a user viewing a service.
[Selection diagram] Figure 8

Description

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

2. Description of the Related Art Techniques for automating various operations performed by users on web pages and the like are known.
Patent Document 1 discloses a content prefetching technology that can speed up the display of content desired by a user on a website.

Japanese Patent Application Publication No. 2023-8249

BACKGROUND ART There is a problem in web services provided on a web browser that it is not possible to support users in viewing the web services.
Therefore, the present disclosure has been made to solve the above problems, and its purpose is to provide a technology that supports users in viewing web services.

A program to be executed by a computer comprising a processor and a storage unit, the processor comprising: a viewing acquisition step in which the processor acquires viewing information regarding the viewing of the web service by a user; and, in the web service, viewing the web service. If the condition acquisition step acquires support conditions, which are conditions for presenting support information to the user, and the viewing information acquired in the viewing acquisition step satisfy the support conditions acquired in the condition acquisition step, the web service is viewed. A program that executes a presentation step of presenting support information to a user who is

According to the present disclosure, it is possible to support a user's browsing of web services.

1 is a block diagram showing the functional configuration of system 1. FIG. 1 is a block diagram showing the functional configuration of a server 10. FIG. 2 is a block diagram showing the functional configuration of a user terminal 20. FIG. 3 is a diagram showing a data structure of a user table 1012. FIG. 3 is a diagram showing a data structure of a viewing status table 1013. FIG. 3 is a diagram showing a data structure of a support table 1014. FIG. It is a flow chart showing operation of support processing. It is an example of a screen showing operation of support processing. 2 is a block diagram showing the basic hardware configuration of a computer 90. FIG.

Embodiments of the present disclosure will be described below with reference to the drawings. In all the figures explaining the embodiments, common components are given the same reference numerals and repeated explanations 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 essential components of the present disclosure. Furthermore, each figure is a schematic diagram and is not necessarily strictly illustrated.

<System 1 configuration>
A system 1 in the present disclosure is an information processing system that provides an information processing service that supports input operations on a web browser by a user.
The system 1 includes information processing devices such as a server 10 and a user terminal 20, which are connected via a network N.
FIG. 1 is a block diagram showing the functional configuration of the system 1. As shown in FIG.
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 user terminal 20.

Each information processing device is composed of a computer including 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. Regarding each of the server 10 and the user terminal 20, explanations that overlap with the basic hardware configuration of the computer and the basic functional configuration of the computer, which will be described later, will be omitted.

<Configuration of server 10>
The server 10 is an information processing device that provides information processing services that support input operations by users on a web browser.
The server 10 includes a storage section 101 and a control section 104.

<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 viewing status table 1013, and a support table 1014.

The application program 1011 is a program for causing the control unit 104 of the server 10 to function as each functional unit.
Application programs 1011 include applications such as web browser applications.

The user table 1012 is a table that stores and manages information about member users (hereinafter referred to as users) who use the service. When a user registers to use a 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 a primary key and has columns of user ID and user name.
FIG. 4 is a diagram showing the data structure of the user table 1012.

The user ID is an item that stores user identification information for identifying a user. The user identification information is an item in which a unique value is set for each user.
The user name is an item that stores the user's name. The user name may be any character string such as a nickname instead of a full name.

The viewing status table 1013 is a table for a user to store and manage information (browsing information) regarding viewing of content of a predetermined website on the user terminal 20. Specifically, in the web browser of the user terminal 20, the period during which the user is viewing a website and the history (log) of input operations performed on the website are stored and managed. Note that in the browsing status table, browsing information is stored in one record for each session of website browsing by a user. Note that by using information such as a cookie, a configuration may be adopted in which viewing information by a user is stored in one record across a plurality of sessions.
The viewing status table 1013 is a table having columns of user ID, URL, content data, viewing status data, operation target data, event data, and date and time.
FIG. 5 is a diagram showing the data structure of the viewing status table 1013.

The user ID is an item that stores user identification information for identifying a user.
The URL is an item that stores service identification information such as the URL and domain name of the website that the user is viewing on the web browser of the user terminal 20.
Further, the URL may store a character string for identifying the name and type of the web service specified by the URL, domain name, etc. The URL may be a character string that specifies the service name of a website that the user views and operates on in a web browser.
Content data is an item that stores content information of a website that the user is viewing.
Specifically, it includes information such as the HTML (Hyper Text Markup Language) code of the website and the DOM (Document Object Model) element generated by executing JavaScript (registered trademark) or the like by a web browser.
The viewing status data is an item that stores information regarding the viewing status of website content by the user (viewing status information). Specifically, the viewing state data includes information on the content and display period of the content displayed on the user terminal 20 of the user among the website content. Further, for example, information regarding when and for what period of time the user is viewing which part (location) of the content is stored on the user terminal 20. The viewing state data includes information regarding input operations such as website scrolling performed by the user operating the input device 206 of the user terminal 20. The viewing state data includes at least one of the amount of scrolling, the number of clicks, and the number of input characters in the web service by the user.
The operation target data stores information (object information) that specifies a drawing object that is the target of an input operation by the user. Specifically, the drawing object's object type (tag name indicating the type of HTML element), object ID, CSS class, style attributes (inline style properties applied to the tag), size and position (width, height) , position, bounding box, etc.), attribute values (e.g., src attribute of images, href attribute of links, etc.), child elements (relationships with child elements according to the tree structure of HTML elements), parent elements (relationships with child elements according to the tree structure of HTML elements) (relationship with parent element), contents such as labels (contents of elements such as text and images).
Drawing objects include buttons (button tag), input fields (input tag, textarea tag), checkboxes (such as when the type attribute of the input tag is checkbox), radio buttons (such as when the type attribute of the input tag is radio), It includes an input form (form tag) such as a drop-down list (select tag) and a list box (if the multiple attribute of the select tag is specified).
The drawing object includes a link (a tag) and an image (img tag).
The drawing object includes the entire page (document object).
Other drawing objects include tables (table tag), table rows (tr tag), table cells (td tag, th tag), and HTML (Hyper Text) such as arbitrary general-purpose blocks (div, span, p). The object may include any object defined in the Markup Language standard, the ECMAScript (registered trademark) standard such as JavaScript (registered trademark), or the like. Further, the drawing objects may also include drawing objects independently defined by a business providing a web service.
The event data is an item that stores information (event information) about an event that is fired by a drawing object that is the target of an input operation stored in the operation target data. Specifically, the event data includes the event name, which is the name of the event that specifies the type of event, the name of the function executed when the event is fired, the name of the method, the event handler regarding information such as the processing content, and the drawing object as text. In the case of an input field (Input, Textare, etc.), information on the input value such as a character string input into the input field is included.
For example, the following event information can be defined for each drawing object. Note that any event information defined in the HTML standard, the ECMAScript standard such as JavaScript (registered trademark), etc. may be included. Further, the event information may include events uniquely defined by a business providing a web service.
- Button tag: click event, mouseover event, mouseout event, etc. - Input field (input tag, textarea tag): change event, keyup event, keydown event, blur event, etc. - Checkbox (type attribute of input tag is checkbox) ): change event, click event, etc. - Link (a tag): click event, mouseover event, mouseout event, etc. - Radio button (if the type attribute of the input tag is radio): change event, click event, etc. - Dropdown List (select tag): change event, click event, etc. - List box (if the multiple attribute of the select tag is specified): change event, click event, etc. - Form (form tag): submit event, reset event, etc. For example, When a user performs a pressing operation by clicking on a drawing object, a click event is fired, and the processing related to the event handler assigned to the click event is executed. Various events can be assigned to each drawing object.

Note that this disclosure discloses, as an example, a configuration in which, in the input operation table, a drawing object to be operated and an event fired by the drawing object are stored separately as items of operation target data and event data, but the present disclosure is limited thereto. There's no need. For example, the operation target data and event data may be stored together without distinction, or the information stored in each of the operation target data and event data may be classified into finer-grained data and input operation tables may be created for each. It does not matter if it is stored in a different column.
The date and time is an item that stores the storage date and time when a new record is stored or updated in the viewing status table 1013. Specifically, the date and time when the user viewed (opened) the website is stored.

The support table 1014 is a table for storing and managing information (support information) for supporting users viewing a website.
The support table 1014 is a table having columns for support data and support conditions.
FIG. 6 is a diagram showing the data structure of the support table 1014.

The support data is an item that stores information (support information) for supporting a user viewing a website. Specifically, the support data includes the contents of the chat form (contents of messages, buttons, etc.) presented to the user. The support data includes information on events that occur on the website. The support data includes the content of the message presented to the user.
The support condition is an item that stores conditions (rules) for presenting support information to the user.
Specifically, the support conditions can be set as arbitrary conditions based on the information (viewing information) stored in the viewing status table 1013. Usually, the support conditions can set conditions for various information included in the viewing information, such as viewing state data, operation target data, and event data.
For example, the support conditions include conditions related to the website viewing time (viewing time of the entire website, viewing time of a specific part of the website, etc.) included in the viewing status data, input operations performed by the user on the website, etc. include.
URL is an item that stores the URL of a website to which support data and support conditions are applied. As the support conditions, different conditions may be set individually for each website (URL), or, for example, the same conditions may be set for a plurality of websites (URLs) all at once.

<Configuration of control unit 104 of server 10>
The control unit 104 of the server 10 includes a user registration control unit 1041, a storage control unit 1042, and a support unit 1043. The control unit 104 realizes each functional unit by executing the application program 1011 stored in the storage unit 101.

The user registration control unit 1041 performs a process of storing information of users who wish to use the service according to the present disclosure in the user table 1012.
Information stored in the user table 1012 is transmitted to the server 10 by a user opening a web page operated by a service provider from any information processing terminal, inputting information into a predetermined input form, and transmitting the information to the server 10 . The user registration control unit 1041 stores the received information in a new record of the user table 1012, and the user registration is completed. This allows the users stored in the user table 1012 to use the service.
Prior to the registration of user information in the user table 1012 by the user registration control unit 1041, the service provider may perform a predetermined examination to restrict whether or not the user can use the service.
The user ID may be any character string or number that can identify the user, and may be any character string or number desired by the user, or may be automatically set by the user registration control unit 1041. .

The storage control unit 1042 executes a process of storing input operation information regarding the user's input operation on the user terminal 20 in the viewing state table 1013. Details will be described later.

The support unit 1043 executes support processing. Details will be described later.

<Configuration of user terminal 20>
The user terminal 20 is an information processing device operated by a user who uses the service. The user terminal 20 may be, for example, a mobile terminal such as a smartphone or a tablet, a stationary PC (Personal Computer), or a laptop PC. Further, it may be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch type terminal.
The user terminal 20 includes a storage section 201, a control section 204, an input device 206, and an output device 208.

<Configuration of storage unit 201 of user terminal 20>
The storage unit 201 of the user terminal 20 includes a user ID 2011 and an application program 2012.

User ID 2011 is the user's account ID. The user transmits the user ID 2011 from the user terminal 20 to the server 10. The server 10 identifies the user based on the user ID 2011 and provides the service according to the present disclosure to the user. Note that the user ID 2011 includes information such as a session ID temporarily given by the server 10 to identify the user using the user terminal 20.

The application program 2012 may be stored in advance in the storage unit 201, or may be downloaded from a web server operated by a service provider via a communication IF.
Application programs 2012 include applications such as web browser applications. Includes web browser application extension programs installed on the web browser application.
Application program 2012 includes an interpreted programming language such as JavaScript® that is executed on a web browser application stored on user terminal 20.

<Configuration of control unit 204 of user terminal 20>
The control unit 204 of the user terminal 20 includes an input control unit 2041 and an output control unit 2042. The control unit 204 realizes each functional unit by executing the application program 2012 stored in the storage unit 201.

<Configuration of input device 206 of user terminal 20>
The input device 206 of the user terminal 20 includes a camera 2061, a microphone 2062, a position information sensor 2063, a motion sensor 2064, and a touch device 2065.

<Configuration of output device 208 of user terminal 20>
The output device 208 of the user terminal 20 includes a display 2081 and a speaker 2082.

<Operation of system 1>
Each process of the system 1 will be explained below.
FIG. 7 is a flowchart showing the operation of the support process.
FIG. 8 is an example of a screen showing the operation of the support process.

<Support processing>
The support process is a process of presenting information (support information) for supporting the user browsing the website while the user is browsing the website.

<Summary of support processing>
The support process is a series of processes that acquires browsing information when a user is browsing a website or the like, specifies support information based on the browsing information, and presents the specified support information to the user.
In the present disclosure, an example in which a website or the like is mainly viewed will be described as an example, but the present disclosure is not limited to websites and can be applied to any web service such as an application or a web application.
In the present disclosure, a configuration is exemplified in which viewing information on the user terminal 20 is transmitted to the server 10, and the server 10 analyzes the viewing information and providing support information, but the configuration is not limited thereto. For example, the user terminal 20 may be configured to include a viewing status table 1013 and a support table 1014. For example, the user terminal 20 may configure data corresponding to the viewing status table 1013 and the support table 1014 based on the information received from the server 10, and execute support processing without going through the server 10.

<Details of support processing>
The details of the support processing will be explained below.

In step S101, the support unit 1043 of the server 10 executes a viewing acquisition step of acquiring viewing information regarding the viewing of the web service by the user.
Specifically, the user inputs the URL of a predetermined website into a web browser or the like by operating the input device 206 of the user terminal 20, and opens a web service page provided by the website. The user terminal 20 receives a web page from a web server provided by a website operator or the like and displays it on the display 2081 of the user terminal 20.

FIG. 8 is an example of a support screen in support processing. The website D1 is displayed on the display 2081 of the user terminal 20. The website D1 includes a content screen D10 and a support screen D11. The content screen D10 includes content D101 and a support button D102. The support screen D11 includes a chat form D111 and a response field D112 for information input and transmitted in the chat form. By inputting and transmitting unknown points and questions about the website into the chat form D111, the user can receive answers to the unclear points and questions from the answer column D112.
When the user opens the website D1 on the user terminal 20, the support screen D11 is hidden and only the content D101 is displayed on the display 2081 of the user terminal 20. The user can display the support screen D11 at any timing by operating the input device 206 of the user terminal 20 and selecting the support button D102.

The user views a web page displayed on the display 2081 of the user terminal 20. The user can scroll the web page displayed on the display 2081 of the user terminal 20 by operating the input device 206 of the user terminal 20 to view any part of the web page.
The user may perform various input operations on the drawing object drawn on the web browser by operating the input device 206 of the user terminal 20. For example, by operating the input device 206 of the user terminal 20, the user can click a button or link placed on the web browser, or input a character string into an input field placed on the web browser. can.

The control unit 204 of the user terminal 20 controls the user's control of the website, such as the scroll position, display period, viewing period, etc. of the website displayed on the display 2081 of the user terminal 20, in accordance with the user's input operation on the input device 206 of the user terminal 20. Information regarding the viewing status of the content of the site (viewing status information) is transmitted to the server 10.
The control unit 204 of the user terminal 20, in accordance with the user's input operation on the input device 206 of the user terminal 20, generates a drawing that includes information regarding the object type, object ID, CSS class, and label of the drawing object for which the user has performed the input operation. Event information including object information (object information) and the event name of the event fired by the drawing object is transmitted to the server 10.
Further, the control unit 204 of the user terminal 20 transmits service identification information for identifying a web service such as a website URL and a domain name, and a user ID 2011 to the server 10.

Note that in the present disclosure, the extended function program is executed on the web browser application executed by the control unit 204 of the user terminal 20, so that the user can perform operations on the web browser using the input device 206 of the user terminal 20. A configuration may also be adopted in which input operation information related to input operations is transmitted to the server 10. Specifically, the Mutation Observer mechanism in the web browser application can be used to acquire input operation information regarding input operations performed by the user on the input device 206 of the user terminal 20.

The storage control unit 1042 of the server 10 receives viewing state information, object information, event information, service identification information, and user ID 2011 from the user terminal 20. The storage control unit 1042 of the server 10 stores the received user ID 2011, service identification information, viewing state information, object information, and event information as the user ID, service ID, viewing state data, and operation target data of the viewing state table 1013, respectively. , is stored in the event data item. Note that the user terminal 20 always transmits input operation information received on the web browser to the server 10. Thereby, the support unit 1043 of the server 10 acquires and accepts viewing information such as viewing state data, operation target data, and event data.

Note that the control unit 204 of the user terminal 20 periodically transmits viewing information to the server 10 while the web page is open on the display 2081 of the user terminal 20. Specifically, the control unit 204 of the server 10 periodically transmits viewing information to the server 10 at intervals of approximately 10 milliseconds to 5 seconds.

<Identification of support conditions (first embodiment)>
In step S102, the support unit 1043 of the server 10 executes a condition acquisition step of acquiring support conditions, which are conditions for presenting support information to a user viewing the web service, in the web service.
Specifically, the support unit 1043 of the server 10 refers to the support table 1014 and obtains a plurality of support data and support conditions associated with each of the plurality of support data.

<Identification of support conditions (second embodiment)>
In step S102, the condition acquisition step executes a step of acquiring support conditions determined based on statistical information regarding past browsing in the web service.
Specifically, the support conditions do not need to be static conditions for viewing information, and may be dynamically determined based on viewing information by users who have viewed the website in the past. For example, the condition may be the degree of deviation from the average viewing information of users who have viewed the website in the past. Specifically, the support condition is when there is a deviation of more than a predetermined value from the statistical values (average, average value, median value, maximum value, minimum value, etc.) of the viewing period (viewing time) by users who viewed the website in the past. good. For example, the support condition may be set such that the viewing period is four times or more longer than the statistical value of viewing periods by past users.
Based on the distribution of viewing periods by users who have viewed a website in the past, it may be determined that the viewing period is an outlier as a support condition. For example, with respect to the distribution of viewing periods by viewing users, a viewing period that is 3σ or more apart in standard deviation (in the case of a long viewing period) may be considered to be an outlier. 3σ, which is the support condition in this case, is called a viewing period threshold (browsing information threshold).
Thereby, it is possible to support the user in viewing the website at a more desirable timing, depending on the statistical information regarding past viewing by the user.

In step S102, the condition acquisition step executes a step of acquiring support conditions determined based on statistical information regarding browsing by users having the same attributes as the user in the past in the web service.
Specifically, in cases where support conditions are dynamically determined based on viewing information by users who have viewed the website in the past, the support processing in this disclosure will be performed instead of the viewing information of all users who have viewed the website. The support conditions may be dynamically determined based only on viewing information of users who have the same attributes as the user who is currently using the service.
For example, if the user who is executing the support process in this disclosure is a man in his 20s, based on the average viewing information (statistical information regarding viewing) by male users in their 20s who have viewed the website in the past, The degree of deviation may be used as a condition.
This makes it possible to support website browsing at more desirable timings depending on the user's attributes (age, gender, occupation, type of job, etc.).

<Identification of support conditions (third embodiment)>
In step S102, the support unit 1043 of the server 10 executes a calculation step of calculating the amount of activity that quantifies the user's input operations for the web service based on the viewing information acquired in the viewing acquisition step.
Specifically, the support unit 1043 of the server 10 calculates the amount of activity that quantifies the user's input operations for the web service based on the viewing information acquired in step S101. Specifically, the amount of activity may be calculated by dividing the number of events by the viewing period. The activity amount becomes a larger value as the number of events increases. The activity amount becomes a smaller value as the viewing period becomes longer.
The amount of activity may be obtained as output data by applying any machine learning model, deep learning model, artificial intelligence model, etc. to the viewing information as input data.

In step S102, the condition acquisition step executes a step of acquiring an activity amount threshold determined based on statistical information on past activity amounts in the web service.
Specifically, the support conditions do not need to be static conditions for viewing information, and may be conditions determined based on the amount of activity calculated based on viewing information by users who have viewed the website in the past. For example, the condition may be the degree of deviation from the average amount of activity calculated from viewing information of users who have viewed the website in the past. Specifically, the support condition may be a case where the statistical value (average, mean value, median value, maximum value, minimum value, etc.) of the amount of activity of users who have viewed the website in the past deviates by a predetermined amount or more. For example, the support condition may be set such that the amount of activity is one-fourth or less of the statistical value of the amount of activity by the user in the past.

In step S102, the condition acquisition step executes a step of acquiring an activity amount threshold value determined according to a predetermined section of the past activity amount distribution in the web service.
Specifically, based on the distribution of the amount of activity of users who have viewed the website in the past, it may be determined that the amount of activity has become an outlier as a support condition. For example, an activity amount that is 3σ or more apart in standard deviation from the distribution of activity amounts by viewing users (in the case where the activity amount is small) may be regarded as an outlier. 3σ, which is the support condition in this case, is called the activity amount threshold.
Thereby, it is possible to support the user's browsing of the website at a desired timing according to the user's activity level.

<Identification of support conditions (fourth embodiment)>
In step S102, the support unit 1043 of the server 10 executes a content acquisition step of acquiring content information of the web service.
Specifically, the support unit 1043 of the server 10 searches the URL item of the viewing status table 1013 based on the URL of the website that the user is viewing in the support processing according to the present disclosure, and acquires content data.

In step S102, the condition acquisition step executes a step of acquiring support conditions determined based on the content information acquired in the content acquisition step.
Specifically, the support unit 1043 of the server 10 calculates support conditions based on the acquired content data. For example, the support unit 1043 of the server 10 calculates support conditions for a user's viewing period based on the number of characters included in the acquired content data. For example, if the number of characters is within 10,000 to 15,000 characters, a support condition that requires the viewing period to be 15 minutes or more is calculated. In other words, the support condition is satisfied when the user views the website for 15 minutes or more. Note that the support unit 1043 of the server 10 may obtain the support conditions by referring to a table (not shown) or the like based on the content data.

In step S102, the condition acquisition step executes a step of acquiring support conditions determined based on the correlation between statistical information regarding past browsing in the web service and content information of the web service.
Specifically, the support unit 1043 of the server 10 browses the content data as input data based on the correlation between the content data and average viewing information (statistical information regarding viewing) by users who viewed the content data. Build a model that outputs information (support conditions). For example, data on the average viewing period by users for each piece of content data is accumulated in advance, and based on this data, a model is constructed that uses the content data as input data and outputs the viewing period. The model may be a machine learning model, a deep learning model, or any artificial intelligence model.
The support unit 1043 of the server 10 sets the support condition to four times the viewing period (the average period required for an average user to view the content) output by inputting the acquired content data into the model. .
As a result, even if there are few or no users who have browsed the website related to the support processing of the present disclosure in the past, it is possible to support the user's browsing of the website at a desirable timing.

In step S102, the condition acquisition step executes a step of acquiring an activity amount threshold determined based on the content information acquired in the content acquisition step.
Specifically, the support unit 1043 of the server 10 uses the content data as input data to determine the amount of activity (support conditions) based on the correlation between the content data and the average amount of activity of the users who viewed the content data. Build the model to output. For example, data on the average amount of activity of users for each content data is accumulated in advance, and based on this data, a model is constructed that outputs the amount of activity using the content data as input data. The model may be a machine learning model, a deep learning model, or any artificial intelligence model.
The support unit 1043 of the server 10 inputs the acquired content data into the model and outputs one quarter or less of the amount of activity (the average amount of activity when the average user views the content). The support condition may be that the amount of activity is as follows.

The model not only infers browsing information (browsing period) and activity amount, but also infers the distribution and interval of browsing information and activity amount, such as the confidence interval of browsing information (browsing period) and the confidence interval of activity amount, respectively. It may also be a model that outputs the information shown. In this case, an outlier may be determined as a support condition based on the viewing information and the distribution of the amount of activity. For example, a case where the viewing information and the activity amount deviate from each other by 3σ or more in standard deviation with respect to the distribution of the viewing information and the activity amount may be regarded as an outlier.

<Identification of support information>
In step S102, the support unit 1043 of the server 10 executes a specifying step of specifying support information for the user viewing the web service, according to the viewing information acquired in the viewing acquisition step.
Specifically, the support unit 1043 of the server 10 specifies the support condition that the viewing information satisfies based on the viewing information acquired in step S101. Note that the support unit 1043 of the server 10 may specify a plurality of support conditions, or may be configured to specify one support condition based on information such as priority set for each piece of support information, for example.
The support unit 1043 of the server 10 identifies support data associated with the identified support condition. That is, based on the viewing information, the support unit 1043 of the server 10 identifies support information associated with one or more support conditions that the viewing information satisfies in the support table 1014.

Note that if the viewing information acquired in step S101 does not satisfy any of the support conditions, the support unit 1043 of the server 10 ends the process without proceeding to step S103.

<Presentation of support information>
In step S103, if the viewing information acquired in the viewing acquisition step satisfies the support conditions acquired in the condition acquisition step, the support unit 1043 of the server 10 provides support information to the user viewing the web service. Execute a presentation step to present. The presentation step is a step of presenting the support information specified in the identification step to the user.
Specifically, the support unit 1043 of the server 10 transmits support data according to the support conditions specified in step S102 to the user terminal 20. The control unit 204 of the user terminal 20 outputs support information from the output device 208 of the user terminal 20 based on the support data.

In step S103, the presenting step is to present the chat form to the user viewing the web service without accepting any input operation from the user.
Specifically, the control unit 204 of the user terminal 20 displays a predetermined message, dialog, pop-up window, etc. on the display 2081 of the user terminal 20. Messages, dialogs, and pop-up windows may include web forms, such as free-text chat forms that accept inquiries from users. Furthermore, the control unit 204 of the user terminal 20 may perform effects such as enlarging and displaying a predetermined area (part) of the website based on the support information. A predetermined area of a website displayed by applying such an effect is also included in the assistance information presented in this disclosure.
The chat form may include text in response to inquiries from users. The chat form may include a predetermined message text depending on the user's viewing status information. For example, the chat form includes a message text that corresponds to the troubles of the user who is browsing the website, which is estimated based on the user's browsing status information. Further, the chat form may include a message text for urging the user to purchase a predetermined product or service specified based on the user's viewing status information.
The chat form may include questions frequently asked by users in the past on the website and selected answers. The chat form may include message texts that are estimated based on frequently asked questions from users in the past on the website and answers that have been selected, and that correspond to the problems of users viewing the website.
For example, the control unit 204 of the user terminal 20 displays the chat form D111 on the display 2081 of the user terminal 20 without pressing the support button D102.
This allows users who are viewing a website to input information about their problems or what they want to know in the chat form, etc., and then provide information to support the user's browsing of the website. It can be offered without being accepted.

The support information may be provided by voice from the speaker 2082 of the user terminal 20. Further, input from the user may be received from the microphone 2062 of the user terminal 20.

In step S103, the presentation step includes a step of presenting support information to the user viewing the web service when the activity amount acquired in the calculation step is equal to or greater than the activity amount threshold acquired in the condition acquisition step. Execute. The presentation step is a step of presenting support information to the user viewing the web service when the amount of activity calculated in the calculation step deviates from the distribution of the amount of activity by a predetermined amount or more.
Specifically, if the support condition related to the activity amount threshold is specified based on the support condition specification (third embodiment) (fourth embodiment) in step S102, the calculation is performed based on the viewing information acquired in step S101. When the amount of activity to be performed is the activity amount threshold, the support information is presented to the first user.

In the present disclosure, a process of modifying or changing the support conditions may be executed based on the user's reaction to the support information presented to the user.
Specifically, the support conditions are modified or changed depending on whether or not the user has asked a question in the chat form presented to the user. For example, if the user closes the chat form presented to the user without asking any questions, it is likely that the chat form was presented to the user too early, and in such a case, support will be provided. Delay the timing of presenting support information to users who meet the conditions.
Further, in the present disclosure, the configuration is such that the support information is specified according to the support condition in step S102, but the present disclosure is not limited thereto. For example, a configuration may be adopted in which support information is randomly specified in step S102 regardless of viewing state information, support conditions, and the like. Specifically, when a user browses a website, support information may be randomly specified as a test for about 10 to 20% of the users.
In this case, the support unit 1043 of the server 10 modifies or changes the support conditions associated with the randomly specified support information, depending on the user's reaction to the support information. Thereby, it is possible to improve the support conditions while providing the web service while taking into account the reactions of the web service users to the support information.

<Support processing (modified example)>
In addition, in this disclosure, although the configuration in which the viewing information is transmitted to the server 10 in step S101 is taken as an example, the viewing information does not necessarily need to be transmitted to the server 10. Further, the process in step S102 may be omitted.
For example, it is possible to estimate the support conditions in advance for the website that the user started viewing in step S101. For example, in specifying support conditions (second embodiment), specifying support conditions (third embodiment), and specifying support conditions (fourth embodiment), based on the average user viewing mode for each website, Support conditions related to viewing information such as viewing period (viewing period that is 4 times or more from the statistical value of viewing periods by past users, viewing period that is 3σ or more in standard deviation from the distribution of viewing periods, etc.), support conditions regarding activity amount (Activity amount threshold such as activity amount that is less than 1/4 of the statistical value of activity amount by past users, activity amount that is 3σ or more in standard deviation with respect to the distribution of activity amount by viewed users) can.

In this case, the support unit 1043 of the server 10 can embed the support condition in the website to be sent to the user terminal 20 and send it. For example, conditions for viewing information, such as a viewing period, and conditions for an amount of activity, such as an activity amount threshold, are embedded in the website. Furthermore, it is also possible to embed support data in accordance with the conditions on the website. For example, it can be embedded using a programming language such as JavaScript (registered trademark).
In this case, the control unit 204 of the user terminal 20 acquires viewing information such as the viewing period, activity amount, etc. in response to the user's operation of the input device 206 of the user terminal 20, and acquires viewing information such as the viewing period, activity amount, etc. It may be configured such that it is determined whether the amount, etc. satisfies the support conditions, and when the support conditions are satisfied, the support data is displayed on the display 2081 of the user terminal 20 and presented. Thereby, it is possible to support the user's browsing of web services without communicating between the user terminal 20 and the server 10.
For example, the support unit 1043 of the server 10 transmits website data including support conditions regarding a viewing period of N seconds (N is variable depending on the website) to the user terminal 20. When the viewing period of the website exceeds N seconds, the control unit 204 of the user terminal 20 presents the chat form related to the support data to the user without accepting input operations from the user.

<Basic hardware configuration of the computer>
FIG. 9 is a block diagram showing the basic hardware configuration of the computer 90. The computer 90 includes at least a processor 901, a main storage device 902, an auxiliary storage device 903, and a communication IF 991 (interface). These are electrically connected to each other by a communication bus 921.

The processor 901 is hardware for executing an instruction set written in a program. The processor 901 includes an arithmetic unit, registers, peripheral circuits, and the like.

The main storage device 902 is for temporarily storing programs, data processed by the programs, and the like. For example, it is a volatile memory such as DRAM (Dynamic Random Access Memory).

The auxiliary storage device 903 is a storage device for storing data and programs. Examples include flash memory, HDD (Hard Disc Drive), magneto-optical disk, CD-ROM, DVD-ROM, semiconductor memory, and the like.

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 various mobile communication systems constructed using the Internet, LAN, wireless base stations, and the like. For example, the network includes 3G, 4G, 5G mobile communication systems, LTE (Long Term Evolution), a wireless network (for example, Wi-Fi (registered trademark)) that can be connected to the Internet through a predetermined access point, and the like. When connecting wirelessly, communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), Bluetooth (registered trademark), and the like. In the case of a wired connection, the network includes a network that is directly connected using a USB (Universal Serial Bus) cable or the like.

Note that the computers 90 can be virtually realized by distributing all or part of each hardware configuration to a plurality of computers 90 and interconnecting them via a network. In this way, the concept of the computer 90 includes not only the computer 90 housed in a single housing or case, but also a virtualized computer system.

<Basic functional configuration of computer 90>
The functional configuration of the computer realized by the basic hardware configuration (FIG. 9) of the computer 90 will be explained. The computer includes at least functional units of a control section, a storage section, and a communication section.

Note that the functional units included in the computer 90 can also be implemented by distributing all or part of each functional unit to a plurality of 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.

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 according to the programs. The control unit can implement a functional unit that performs various information processing depending on the type of program. Thereby, the computer is realized as an information processing device that performs information processing.

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. Further, the processor 901 can secure a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 according to the program. Further, the control unit can cause the processor 901 to execute processing for adding, updating, and deleting data stored in the storage unit according to various programs.

A database refers to a relational database, which is used to manage a data set called a master, which is a tabular table whose structure is defined by rows and columns, in relation to each other. In a database, a table is called a table or a master, a table column is called a column, and a table row is called a record. In a relational database, you can set and associate relationships between tables and masters.
Usually, each table and each master is set with a column that serves as a primary key to uniquely identify a record, but it is not essential to set a primary key on a column. The control unit can cause the processor 901 to add, delete, or update records to a specific table or master stored in the storage unit according to various programs.
Further, by storing data, various programs, and various databases in the storage unit, the information processing device and the information processing system according to the present disclosure can be considered as manufactured.

Note that the database and master in the present disclosure may include any data structure (list, dictionary, associative array, object, etc.) in which information is structurally defined. Data structures include data that can be considered as a data structure by combining data with functions, classes, methods, etc. written in any programming language.

The communication unit is realized by a communication IF 991. The communication unit realizes a function of communicating with other computers 90 via a network. The communication unit can receive information transmitted from other computers 90 and input it to the control unit. The control unit can cause the processor 901 to execute information processing on the received information according to various programs. Further, the communication unit can transmit information output from the control unit to another computer 90.

<Additional notes>
The matters explained in each of the above embodiments are additionally described below.

(Additional note 1)
A program for causing a computer including a processor and a storage unit to execute the program, which includes a viewing acquisition step (S101) in which the processor acquires viewing information regarding viewing of a web service by a user; a condition acquisition step (S102) of acquiring support conditions that are conditions for presenting support information for users who are , a presentation step (S103) of presenting support information to a user viewing a web service.
Thereby, it is possible to support the user's browsing of web services.

(Additional note 2)
The program according to appendix 1, wherein the condition acquisition step (S102) is a step of acquiring support conditions determined based on statistical information regarding past browsing in the web service.
Thereby, it is possible to support the user in viewing the web service at a more desirable timing, depending on the statistical information regarding past viewing by the user.

(Additional note 3)
The program according to supplementary note 2, wherein the condition acquisition step (S102) is a step of acquiring support conditions determined based on statistical information regarding browsing by users having the same attributes as the user in the past in the web service.
Thereby, it is possible to support browsing of web services at a more desirable timing depending on the user's attributes (age, gender, occupation, type of job, etc.).

(Additional note 4)
The processor executes a specifying step (S102) for specifying support information for a user viewing the web service according to the viewing information acquired in the viewing acquisition step, and the presenting step (S103) is performed in accordance with the viewing information acquired in the viewing acquisition step. The program according to supplementary note 1, which is a step of presenting the identified support information to the user.
Thereby, it is possible to support browsing of web services according to the user's browsing state.

(Appendix 5)
The processor executes a calculation step (S102) of calculating an activity amount that quantifies the user's input operation to the web service based on the viewing information acquired in the viewing acquisition step, and the condition acquisition step (S102) This is a step of acquiring an activity amount threshold determined based on past activity amount statistical information in the service, and the presentation step (S103) is a step in which the activity amount obtained in the calculation step is equal to or greater than the activity amount threshold obtained in the condition acquisition step. The program according to supplementary note 1, which is a step of presenting support information to a user who is viewing a web service.
Thereby, it is possible to support the user in viewing web services at a desirable timing depending on the user's activity level.

(Appendix 6)
The condition acquisition step (S102) is a step of acquiring an activity amount threshold value determined according to a predetermined section of the past activity amount distribution in the web service, and the presentation step (S103) is a step of obtaining an activity amount threshold value determined in accordance with a predetermined section of the past activity amount distribution in the web service, and a presentation step (S103) is a step of obtaining an activity amount threshold value determined in accordance with a predetermined section of the past activity amount distribution in the web service. The program according to appendix 5, which is a step of presenting support information to a user viewing a web service when the activity amount deviates from the distribution of a predetermined amount or more.
Thereby, it is possible to support the user's browsing of the web service at a desirable timing according to the statistical distribution of the amount of activity in the web service.

(Appendix 7)
The processor executes a content acquisition step (S102) of acquiring content information of the web service, and the condition acquisition step (S102) is a step of acquiring support conditions determined based on the content information acquired in the content acquisition step. , the program described in Appendix 1.
As a result, even if there are few or no users who have viewed the web service in the past, it is possible to support users in viewing the web service at a desirable timing.

(Appendix 8)
The program according to appendix 7, wherein the condition acquisition step (S102) is a step of acquiring support conditions determined based on the correlation between statistical information regarding past browsing in the web service and content information of the web service.
As a result, even if there are few or no users who have viewed the web service in the past, it is possible to support users in viewing the web service at a desirable timing.

(Appendix 9)
The processor executes a calculation step (S102) of calculating an activity amount that quantifies the user's input operation to the web service based on the viewing information acquired in the viewing acquisition step, and the condition acquisition step (S102) is performed based on the viewing information acquired in the viewing acquisition step. This is a step of acquiring an activity amount threshold determined based on the content information acquired in the acquisition step, and the presentation step (S103) is a step of acquiring an activity amount threshold determined based on the content information acquired in the acquisition step. , the program according to appendix 7, which is a step of presenting support information to a user viewing a web service.
As a result, even if there are few or no users who have viewed the web service in the past, it is possible to support the user in viewing the web service at a desirable timing depending on the user's activity level.

(Appendix 10)
The program according to supplementary note 1, wherein the viewing information includes at least one of viewing status information regarding the viewing status of the web service by the user and input operation information regarding the input operation for the web service by the user.
Thereby, it is possible to support browsing of web services according to the user's browsing state.

(Appendix 11)
The program according to appendix 10, wherein the viewing state information includes at least one of the amount of scrolling, the number of clicks, and the number of input characters in the web service by the user.
Thereby, it is possible to support browsing of web services according to the user's browsing status.

(Appendix 12)
The program according to supplementary note 1, wherein the presenting step (S103) is a step of presenting a chat form to a user viewing the web service without accepting an input operation from the user.
Thereby, it is possible to support the user's browsing of the web service using the chat form depending on the user's browsing state.

(Appendix 13)
The program according to supplementary note 1, wherein the web service is an information service provided by displaying a predetermined website using a web browser application stored in an information processing terminal.
Thereby, it is possible to support website browsing according to the user's browsing status.

(Appendix 14)
The program according to appendix 1, wherein the web service is an information service provided by an application stored in an information processing terminal.
Thereby, it is possible to support application viewing according to the user's viewing state.

(Appendix 15)
An information processing device comprising a processor and a storage unit, wherein the processor executes a program according to any one of Supplementary Notes 1 to 14.
Thereby, it is possible to support browsing of web services according to the user's browsing state.

(Appendix 16)
A method for manufacturing an information processing system including an information processing device including a processor and a storage unit, the method comprising providing the information processing device with the program according to any one of appendices 1 to 14. Method.
Thereby, it is possible to support browsing of web services according to the user's browsing state.

(Appendix 17)
An information processing method executed by a computer including a processor and a storage unit, the computer executing a program according to any one of appendices 1 to 14.
Thereby, it is possible to support browsing of web services according to the user's browsing state.

Reference Signs List 1 system, 10 server, 101 storage unit, 104 control unit, 106 input device, 108 output device, 20 user terminal, 201 storage unit, 204 control unit, 206 input device, 208 output device

Claims (15)

A program to be executed by a computer including a processor and a storage unit, the processor comprising:
a viewing acquisition step of acquiring viewing information regarding the website viewing by the user;
a content acquisition step executed by a web browser to acquire content information including a code for generating a drawing object to be drawn on the website;
a condition acquisition step of acquiring support conditions, which are conditions for presenting support information to the user viewing the website, based on the content information acquired in the content acquisition step;
a presentation step of presenting the support information to the user viewing the website when the viewing information acquired in the viewing acquisition step satisfies the support conditions acquired in the condition acquisition step; and execute
In the condition acquisition step, based on the correlation between statistical information regarding past browsing by multiple users on multiple websites and content information of the website, a model is created in advance that outputs support conditions using content information as input data. a step of acquiring the support conditions determined by inputting the constructed and acquired content information into the model;
program. 2. The program according to claim 1, wherein the condition acquisition step is a step of acquiring the support condition determined based on statistical information regarding past browsing on the website . 3. The program according to claim 2, wherein the condition acquisition step is a step of acquiring the support condition determined based on statistical information regarding past browsing of the website by users having the same attributes as the user. The processor,
a specifying step of specifying the support information for the user viewing the website according to the viewing information acquired in the viewing acquisition step;
2. The program according to claim 1, wherein the presenting step is a step of presenting the support information specified in the specifying step to the user. The processor,
a calculation step of calculating an activity amount that quantifies the user's input operations on the website based on the viewing information acquired in the viewing acquisition step;
The condition acquisition step is a step of acquiring an activity amount threshold determined based on statistical information of past activity amount on the website ,
The presentation step includes presenting the support information to the user viewing the website when the activity amount obtained in the calculation step is equal to or greater than the activity amount threshold obtained in the condition obtaining step. 2. The program according to claim 1, which is a step of presenting. The condition acquisition step is a step of acquiring the activity amount threshold determined according to a predetermined section of the past activity amount distribution on the website ,
The presentation step is a step of presenting the support information to the user viewing the website when the activity amount calculated in the calculation step deviates from the distribution of the activity amount by a predetermined amount or more. The program according to claim 5. The processor,
a calculation step of calculating an activity amount that quantifies the user's input operations on the website based on the viewing information acquired in the viewing acquisition step;
The condition acquisition step is a step of acquiring an activity amount threshold determined based on the content information acquired in the content acquisition step,
The presentation step includes presenting the support information to the user viewing the website when the activity amount obtained in the calculation step is equal to or greater than the activity amount threshold obtained in the condition obtaining step. 2. The program according to claim 1 , which is a step of presenting. 2. The program according to claim 1, wherein the viewing information includes at least one of viewing status information regarding the viewing status of the website by the user and input operation information regarding the input operation on the website by the user. 9. The program according to claim 8 , wherein the viewing state information includes at least one of the amount of scrolling on the website by the user, the number of clicks, and the number of characters input. 2. The program according to claim 1, wherein the presenting step is a step of presenting a chat form to the user who is viewing the website without accepting an input operation from the user. 2. The program according to claim 1, wherein the website is an information service provided by displaying a predetermined website using a web browser application stored in an information processing terminal. The program according to claim 1, wherein the website is an information service provided by an application stored in an information processing terminal. An information processing device comprising a processor and a storage unit, wherein the processor executes the program according to any one of claims 1 to 12. 13. A method of manufacturing an information processing system including an information processing device including a processor and a storage unit, the method comprising: providing the program according to any one of claims 1 to 12 to the information processing device. manufacturing method. An information processing method executed by a computer comprising a processor and a storage unit, wherein the computer executes the program according to any one of claims 1 to 12.