JP2016153998A - Service evaluation device and method - Google Patents

Abstract

PROBLEM TO BE SOLVED: To evaluate an effect which an ICT service gives to each user.SOLUTION: An evaluation device 10 refers to an answer table 20a of an answer database 20, in which pieces of information of a service name, kind of use, purpose, function, effect, effect level, effect frequency, in use of an ICT service are registered in advance, then collates a keyword included in a free description containing the service name which a valuator desires to evaluate, and the effects of the ICT service accumulated in the answer table 20a of the answer database 20, for specifying the keywords of at least the purpose, function, effect. Then the evaluation device 10 outputs the effect of the ICT service, in which a weighting coefficient of the effect of the ICT service is reflected, based on the effect level and effect frequency corresponding to the keyword in the answer table 20a of the answer database 20.SELECTED DRAWING: Figure 1

Description

  The present invention relates to a service evaluation apparatus and a service evaluation method.

  With the recent diversification of ICT (Information and Communication Technology) services, it is desired to be able to select an ICT service that can achieve the effects required by individual users or businesses regardless of personal use or business use.

  The evaluation of the ICT service use effect by the conventional technology evaluates the effect on the society (for example, see Non-Patent Document 1). In addition to the ICT service, there are many techniques for evaluating the effect of the target service (see, for example, Non-Patent Document 2).

Shinsuke Iibashi, Masayuki Tsuda, Jiro Nakamura, “Environmental Impact Assessment and Social Moisture Index of ICT Services”, NTT Technical Journal 2009 vol. 21 No. 8, August 2014, Nippon Telegraph and Telephone Corporation Kazuhiro Misaka, Toshio Koike, “Watershed Commonality and Regional Differences in River Environment Evaluation Structure”, JSCE Proceedings B Vol. 62 No. 1, 111-121, [online], February 2006, [searched on January 19, 2015], Internet <URL: https://www.jstage.jst.go.jp/article/jscejb/62/1 / 62_1_111 / _pdf>

  However, with the above technology, it is only possible to evaluate the impact of services on society, and it is not possible to evaluate the effect on specific users such as personal use or business operations. Moreover, in the said technique, it cannot respond to the evaluation object or the continuous update of evaluation, such as premised on one-time evaluation. In addition, the above technology does not allow immediate evaluation of services. That is, with the above technique, the effect of the service on individual users cannot be immediately evaluated based on continuously updated data.

  An example of an embodiment disclosed in the present application has been made in view of the above, and an object thereof is to evaluate the influence of an ICT service on individual users.

  An example of an embodiment of the present application receives information on an evaluation target ICT (Information and Communication Technology) service described in a free format. Then, keywords that characterize the service to be evaluated are extracted from the information regarding the accepted service. Then, an effect value corresponding to the keyword that matches the extracted keyword and an evaluation value corresponding to the effect are obtained from a database that stores a keyword that characterizes the service, an effect of the service, and an evaluation value corresponding to the effect. To do. Then, output information in which the extracted keyword is associated with the acquired effect and evaluation value is generated and output.

  In another example of the embodiment of the present application, the service type of the ICT service to be evaluated input by the user is received. Then, the effect associated with the accepted service type and the effect strength of the effect are specified from the database storing the service type of the ICT service, the service effect of each service type, and the effect strength of the effect. To do. Then, the statistical value of the identified effect strength is calculated.

  According to an exemplary embodiment disclosed in the present application, it is possible to evaluate the influence of the ICT service on individual users.

FIG. 1 is a diagram illustrating an example of a configuration of a service evaluation system according to the first embodiment. FIG. 2 is a diagram illustrating an example of a configuration of an answer table of the answer database according to the first embodiment. FIG. 3 is a diagram illustrating an example of a thesaurus table of the keyword database according to the first embodiment. FIG. 4A is a diagram illustrating an example of an answer format according to the first embodiment. FIG. 4B is a diagram illustrating an example of an extraction image of an object, a function, and an effect that are items constituting an answer according to the first embodiment. FIG. 5 is a diagram illustrating an example of a flowchart illustrating an initial construction process of an answer database according to the first embodiment. FIG. 6 is a diagram illustrating an example of a flowchart illustrating service evaluation processing according to the first embodiment. FIG. 7 is a diagram illustrating weighting coefficient calculation according to the first embodiment. FIG. 8A is a diagram illustrating an example of display of an evaluation result according to the first embodiment. FIG. 8B is a diagram illustrating an example of display of an evaluation result according to the first embodiment. FIG. 9 is a diagram illustrating an example of the configuration of the service evaluation system according to the second embodiment. FIG. 10 is a diagram illustrating an example of the configuration of the evaluation table of the evaluation database according to the second embodiment. FIG. 11 is a diagram illustrating an example of an extraction image of an ICT service name and an effect that are items constituting an evaluation according to the second embodiment. FIG. 12 is a diagram illustrating an example of a flowchart illustrating service evaluation processing according to the second embodiment. FIG. 13 is a diagram illustrating an example of a configuration of a service evaluation system according to the third embodiment. FIG. 14 is a diagram illustrating an example of a configuration of a correspondence table of ICT service usage scenes and service names according to the third embodiment. FIG. 15 is a diagram illustrating an example of a flowchart illustrating service evaluation processing according to the third embodiment. FIG. 16 is a diagram illustrating an example of a computer in which an evaluation apparatus is realized by executing a program.

  Hereinafter, embodiments of a service evaluation apparatus and a service evaluation method disclosed in the present application will be described. The following embodiments are merely examples, and do not limit the technology disclosed by the present application. Moreover, you may combine suitably each embodiment shown below within the range which does not contradict. In the following description of each embodiment, the same components or processes that are duplicated are assigned the same reference numerals and description thereof is omitted. The service to be evaluated in the following embodiment is an ICT (Information and Communication Technology) service, but is not limited to this, and a keyword that characterizes the service, an effect of the service, and an evaluation value of the effect can be associated with each other. Any service can be used.

[Embodiment 1]
(Configuration of Service Evaluation System According to Embodiment 1)
FIG. 1 is a diagram illustrating an example of a configuration of a service evaluation system according to the first embodiment. The service evaluation system 1 includes an evaluation device 10, an answer database 20, a keyword database 30, an input device 40, and an output device 50. The input device 40 is an input device such as a keyboard, a mouse, a touch panel, a digitizer, and a voice input device. The output device 50 is an output device such as a display, a printer, or a speaker.

  The answer database 20 has an answer table 20a as shown in FIG. As shown in FIG. 2, the answer table 20 a includes items of “service name”, “use type”, “purpose”, “function”, “effect”, “effect level”, and “effect frequency”. “Service name” is a specific name of the ICT service. “Usage type” indicates whether the ICT service is for personal use or business (company) use. “Purpose” indicates the purpose of use of the ICT service. “Function” indicates a function of the ICT service. “Effect” indicates an effect that the user feels subjectively by using the ICT service. “Effect level” indicates a score obtained by scoring the degree of effect subjectively felt by the user by using the ICT service, for example, on a 10-point scale. “Effect frequency” indicates the score obtained by scoring the effect frequency that the user feels subjectively by using the ICT service, for example, on a 10-point scale. For example, according to FIG. 2, “service name” “service A” is “use type” “personal”, “purpose” “contact”, “function” “letter”, “effect” “ “Rapid”, “effect level” “8”, “effect frequency” “10”.

  The keyword database 30 has a keyword table 30a as shown in FIG. The keyword table 30a is a thesaurus table for indexing synonyms, and includes items of “standard keywords” and “similar keywords”. For example, according to FIG. 3, “similar keyword 1” “early”, “similar keyword 2”, “immediately” are associated with “standard keyword” “rapid”. That is, according to the keyword table 30a shown in FIG. 3, “similar keyword 1” “early”, “similar keyword 2” “immediately” are replaced with “standard keyword” “rapid”. That is, the keyword table 30a extracts expressions such as those shown in the similar keyword as keywords, and replaces the fluctuations in the expressions shown in the similar keyword with the standard keyword to unify the evaluation device. 10 is a function for facilitating the extraction and handling of keywords in FIG.

(Configuration and processing of evaluation apparatus according to Embodiment 1)
The evaluation device 10 includes a data input processing unit 11, a keyword extraction unit 12, an effect identification unit 13, a coefficient calculation unit 14, an effect calculation unit 15, and a data output processing unit 16.

(An initial construction process of an answer database according to the first embodiment)
First, the initial construction process of the answer database 20 will be described. The answer table 20a is based on the premise that a sufficient number of records are accumulated in advance before the evaluation by the service evaluation system 1, and the process of accumulating the sufficient number of records in advance is referred to as an initial construction process of the answer database 20. . Records stored in advance in the answer table 20a are generated from the “answer” as follows and are stored in the answer table 20a.

  That is, an “answer” obtained in accordance with the answer format shown in FIG. 4A is received from a randomly selected ICT service user. FIG. 4A is a diagram illustrating an example of an answer format according to the first embodiment. The “answer” may be obtained by any method such as an individual interview, a group interview, and a questionnaire. The response for generating the record to be stored in the response table 20a includes all items in the response format shown in FIG. 4A ("service name" "usage type" "purpose" "function" "effect" "effect level" " "Effect frequency") is not required to be answered, and at least "effect" and items associated with this "effect" (for example, "service name", "purpose", " Any one of “function”) may be answered.

  Here, the “item” of the answer format shown in FIG. 4A is determined as follows as an example. FIG. 4B is a diagram illustrating an example of an extraction image of “purpose”, “function”, and “effect” that are items constituting “answer”. That is, in order to clarify the evaluation structure of the value felt by the user for the use of the ICT service, the evaluation grid method (registered trademark) (Reference 1: Sakurai et al., “Extraction of the living environment evaluation structure by the repertoire grid development method− A group interview was conducted on subjects consisting of general users using the study on living environment evaluation based on cognitive psychology (1) ", Architectural Institute of Japan Planning Papers, 1986).

  The interview items were “purpose”, “function”, and “(obtained) effect” using ICT for each of positive and negative evaluations. In order to make the ICT service use scenes concrete, use the Information and Communications White Paper (Reference 2: 2014 Information and Communications White Paper, Ministry of Internal Affairs and Communications, 2014 Information and Communications White Paper) to create scenes with high usage and high importance. Extracted and set a theme indicating service category, service name or service function. Group interviews were conducted with subjects on each theme. Next, the contents of the remarks of each subject in the group interview were structured as shown in FIG. 4B, and this was used as the evaluation structure of the ICT service.

  Specifically, the subject's remarks are summarized for each theme, and “purpose”, “function”, and “effect” are organized by hierarchy, and classified based on the content and frequency of remarks, as shown in FIG. 4B. In addition, the result that the “purpose”, “function”, and “effect” are classified into the “improvement of contact width” group and the “improvement of contact density” group was obtained. That is, as shown in FIG. 4B, based on the correspondence between the “purpose” or “function” obtained by accumulating the results of the interview or questionnaire and the “effect”, the ICT service is started from the “purpose” or “function”. It can be seen that it is possible to evaluate.

  FIG. 5 is a diagram illustrating an example of a flowchart illustrating an initial construction process of an answer database according to the first embodiment. In the evaluation apparatus 10, the data input processing unit 11 obtains a “service name”, “use type”, and “(use of ICT service)” in accordance with, for example, the answer format shown in FIG. 4A obtained from a randomly selected ICT service user. "" (Used) function "" (Effect obtained by using) "" Effect level (indicating the degree to feel the effect of ICT service) "" Effect frequency (indicating the frequency to feel the effect of ICT service) " An input of an answer is received via the input device 40. Then, the keyword extraction unit 12 refers to the answer table 20a of the answer database 20 from the inputted answers (“service name”, “use type”, “purpose”, “function”, “effect”, “effect level”, “effect frequency”). Then, keywords of “service name”, “use type”, “purpose”, “function”, and “effect” are extracted (step S11). The “purpose”, “function”, “effect”, “effect level”, and “effect frequency” depend on the subjectivity of the ICT service user who is the respondent.

  Next, the keyword extraction unit 12 refers to the keyword table 30a of the keyword database 30 and replaces the keyword (extracted keyword) extracted in step S11 with a standard keyword (step S12).

  For example, in the example shown in FIG. 4A, the keyword extraction unit 12 stores the keyword table 30a of the keyword database 30 when the “effect” is “I was able to contact early and a reply came soon” in Step S11. Refer to and extract “early” from “effect”. In step S12, the keyword extraction unit 12 refers to the keyword table 30a of the keyword database 30. Since the “standard keyword” corresponding to “similar keyword 1” and “early” is “quick”, “fast” is selected. Replace with “Quick”. Then, the keyword extraction unit 12 registers “effect” and “rapid” in the answer table 20a in association with the corresponding “service name”, “use type”, “purpose”, “function”, “effect level”, and “effect frequency”. To do.

  Next, the keyword extraction unit 12 associates “effect level” and “effect frequency” with the standard keywords of “service name”, “use type”, “purpose”, “function”, and “effect” replaced in step S12, and the response database. 20 is registered in the answer table 20a (step S13). The data input processing unit 11 and the keyword extracting unit 12 execute the processes of steps S11 to S13 for all the inputted answers. This completes the preparation for the reply database 20.

(Service evaluation processing according to Embodiment 1)
A service evaluation process in which the evaluator evaluates the ICT service using the reply database 20 prepared in advance as described above will be described. FIG. 6 is a diagram illustrating an example of a flowchart illustrating service evaluation processing according to the first embodiment. First, the data input processing unit 11 inputs an answer of “service name”, “use type”, “purpose”, “function”, “effect”, “effect level”, and “effect frequency” according to, for example, a free description by the evaluator. Accepted via the device 40 (step S21).

  In the input according to the free description, “purpose”, “function”, “effect”, “effect level”, and “effect frequency” depend on the subjectivity of the input person. In addition, the input according to the free description may be at least one of “purpose” or “function”. This is based on at least “purpose” or “function”, and can search for “effect” corresponding to the corresponding record in the answer database 20, its “effect level”, and “effect frequency”. Alternatively, the evaluation of the ICT service corresponding to the “function” can be output. Further, in step S21, the data input processing unit 11 may accept an input of a reply in the free format of each item in a format according to FIG. 4A instead of a reply according to the free description.

  Next, the keyword extraction unit 12 refers to the answer table 20a of the answer database 20 from the answer according to the free description received in step S21, and keywords “service name”, “use type”, “purpose”, “function”, and “effect”. Is extracted (step S22). Here, the keyword extraction unit 12 only needs to be able to extract at least the “purpose” or “function” keyword and the “effect” keyword.

  Next, the keyword extraction unit 12 refers to the keyword table 30a of the keyword database 30 and replaces the keyword extracted in step S22 with a standard keyword (step S23). Next, the keyword extraction unit 12 associates the standard keyword replaced in step S23 with the “effect level” and “effect frequency” and registers them in the answer table 20a of the answer database 20 (step S24). The keyword extraction unit 12 may store “Null” for items for which there is no corresponding value when registering in the answer table 20 a of the answer database 20. When the evaluator evaluates the ICT service using the evaluation apparatus 10, the process of step S 24 is performed by registering the evaluation of the ICT service in the answer table 20 a of the answer database 20. The purpose is to further improve the evaluation accuracy of the evaluation of the next ICT service using the evaluation apparatus 10.

  Next, the effect specifying unit 13 specifies the “effect” indicated by the corresponding record in the answer table 20a of the answer database 20 based on the keyword converted into the standard keyword in step S23 (step S25). In step S25, when the keyword converted into the standard keyword in step S23 includes the “individual” or “business” “use type”, the response specifying unit 13 corresponds to the “use type”. For only the answer table 20a, the “effect” indicated by the record corresponding to the keyword converted into the standard keyword in step S23 is specified.

  Next, the coefficient calculation unit 14 calculates a weighting coefficient from the “effect level” and “effect frequency” corresponding to the “effect” identified in step S25 (step S26). Specifically, the coefficient calculation unit 14 uses the result obtained by multiplying the “effect level” and “effect frequency” corresponding to the “effect” identified in step S26 in the answer table 20a as shown in FIG. To do. Next, the effect calculation unit 15 calculates the weighting coefficient calculated in step S26 as an “evaluation value” of the corresponding “effect” (step S27). The coefficient calculation unit 14 and the effect calculation unit 15 perform the processes in steps S26 and S27 for all the effects specified in step S25.

  Then, when the same “effect” is specified in a plurality of records in step S25, the coefficient calculation unit 14 and the effect calculation unit 15 take the average of the evaluation values calculated for each and output this as the final output. “Evaluation value” to be included in information. In addition, when a plurality of “effects” are specified in the same record in step S25, the coefficient calculation unit 14 and the effect calculation unit 15 take the sum of evaluation values for each “effect”, and finally calculate this. “Evaluation value” to be included in the output information. The coefficient calculation unit 14 and the effect calculation unit 15 specify a plurality of records when a plurality of “effects” are specified in the same record in step S25 and this “effect” is specified by a plurality of records. For the same “effects” identified in (1), the average of the evaluation values is taken. For the “effects” identified in the same record, the sum of the evaluation values is taken for each “effect”, and these are finalized. “Evaluation value” to be included in the output information.

  Next, the data output processing unit 16 generates output information for the ICT service for which the “effect” and its evaluation value are calculated in step S27, and outputs the output information via the output device 50 (step S28).

  FIG. 8A is a diagram illustrating an example of display of an evaluation result according to the first embodiment. FIG. 8A is an output display example when a specific “service name” is input to the free description in step S21 of FIG. Alternatively, FIG. 8A shows other items (“use type”, “purpose”, “function”, “effect”, etc.) entered in the free description, although no specific “service name” is entered in step S21 of FIG. ) Is an output example when a specific “service name” can be specified. For example, in the output display 50a shown in FIG. 8A, the “service name” “service A” and its “effect” and “evaluation value” are “improved quickness” “80 points”, “improved intimacy” “16 “Point”, “Convenience improvement”, “54 points”, and “Total evaluation value” “150 points” are shown. In other words, the output display 50a shows that the ICT service with “service name” “service A” has the effects of “improving quickness”, “improving intimacy”, and “improving convenience”. "Is 80 points", "16 points", "54 points", and the "total evaluation value" is "150 points". The evaluator using the evaluation apparatus 10 can know the utility value of “service A” with reference to the output display 50a.

  FIG. 8B is a diagram illustrating an example of display of evaluation results according to the first embodiment. FIG. 8B is an output example when a plurality of specific “service names” are input to the free description in step S21 of FIG. Alternatively, FIG. 8B shows other items (such as “use type”, “purpose”, “function”, “effect”, etc.) entered in the free description although no specific “service name” is entered in step S21 of FIG. ) To output a plurality of specific “service names”. For example, the output display 50b illustrated in FIG. 8B indicates “service name” “service A” to “service D”, and “effect”, “evaluation value”, and “total evaluation value”. That is, the output display 50b indicates that the “total evaluation value” is the highest for the ICT service having “service name” “service C”. However, it can be seen that “Service A” is the highest in terms of “improving speed”. The evaluator who uses the evaluation device 10 refers to the output display 50b, compares and evaluates the use value of each service of “service A” to “service D”, and the use of any service has its own purpose. You can know if it is effective to achieve.

[Effects of Embodiment 1]
The evaluation apparatus 10 according to the first embodiment uses “service name”, “use type”, “purpose”, “function”, “effect”, “effect level”, and “effect frequency” to use the ICT service from randomly selected existing ICT service users. And is registered in the answer table 20a of the answer database 20 in advance. Then, the evaluation apparatus 10 receives an input of a free description including “service name” and the like that the evaluator wants to evaluate by the evaluator. Then, the evaluation apparatus 10 refers to the keyword table 30a of the keyword database 30 using, for example, a thesaurus, extracts keywords from the description contents of the evaluator, and stores the ICT stored in the answer table 20a of the keyword and answer database 20 Identify the effectiveness of the service.

  Then, the evaluation device 10 calculates the weighting coefficient of the ICT service effect based on the “effect level” and “effect frequency” in the answer table 20 a of the answer database 20. Then, the evaluation device 10 outputs the effect of the ICT service reflecting the weighting coefficient of the effect of the ICT service. Then, when evaluating the effect of the new ICT service, the evaluation apparatus 10 inputs and evaluates “use type”, “purpose”, “function”, “effect”, “effect level”, and “effect frequency” of the new ICT service. .

  In other words, according to the first embodiment, keywords are extracted from the evaluator's free description and the effect of the ICT service is specified, so that the answer is less arbitrary and more practical than the questionnaire using the options. ICT services can be evaluated based on Alternatively, with regard to a new ICT service whose evaluation is unknown, the estimated effect of the ICT service can be easily calculated by a free description or a reply of a predetermined item by the evaluator. Alternatively, by comparing the effects of the ICT service among the ICT services, the evaluator can select an ICT service that can obtain the most effective effect. In addition, by changing the answer item or keyword according to the purpose, the use effect of the ICT service can be evaluated from various viewpoints.

[Embodiment 2]
(Configuration of service evaluation system according to Embodiment 2)
FIG. 9 is a diagram illustrating an example of the configuration of the service evaluation system according to the second embodiment. The service evaluation system 1A according to the second embodiment includes an evaluation device 10A, an evaluation database 20A, an input device 40, and an output device 50.

  The evaluation database 20A has an evaluation table 20Aa as shown in FIG. As shown in FIG. 10, the evaluation table 20Aa has items of “ICT service use scene”, “effect”, and “effect strength”. The “situation of use of ICT service” is a scene, situation, purpose, etc., in which the ICT service is used, and is also a type of ICT service (service type) according to the function, purpose, etc. “Effect” indicates an effect that the user feels subjectively by using the ICT service. Effects that the user feels subjectively include an effect of positively evaluating the ICT service and an effect of negatively evaluating the ICT service.

  “Effect strength” is an example of an evaluation score given to each “effect”. “Strength” is, for example, a result of collecting whether or not the user feels “effect” of each ICT service strongly from a questionnaire or the like for the user. For example, when expressing the magnitude of “effect intensity” in which “effect” is felt in ascending order of “0”, “1”, “2”, “3”, “4”, “strength” “4” Is 90 points (intermediate value of 80 to 100 points), “strength” “3” is 70 points (intermediate value of 60 to 80 points), and “strength” “2” is 50 points (intermediate value of 40 to 60 points) The “strength” “1” is converted into 30 points (20 to 40 intermediate values), the “strength” “0” is converted into 10 points (0 to 20 intermediate values) and 100 points. The “effect intensity” of each “effect” is a positive value when it is an “effect” that positively evaluates the ICT service, and is “effect” that negatively evaluates the ICT service. Negative value.

  For example, in FIG. 10, when “ICT service use scene” is “SNS (contact)”, “effect” has “abundant amount of information” and “security anxiety”. Are “+70” and “−50”. That is, “ICT service use scene” “SNS (contact)” has “abundance of information” as “effect” of positive “effect strength” “+70”. “ICT service use scene” “SNS (contact)” has “security concerns” as negative “effect strength” “−50” “effect”. And, for “ICT service use scene” and “SNS (contact)”, for example, when “abundance of information” and “security anxiety” are all “effects”, the effect of “SNS (contact)” The total value of intensity is “+ 70−50 = + 20”, that is, the total value of “effect intensity” is “+20”. SNS is an abbreviation for Social Networking Service.

  As described above, the evaluation table 20Aa shown in FIG. 10 determines whether or not the questionnaire subject person applies for each “effect” for each use scene of the ICT service, and sets “not applicable” to the lowest “0”. It is generated based on a questionnaire result that is asked in five stages, with “best fit” being the highest “4”. FIG. 11 is a diagram illustrating an example of an extraction image of an ICT service name and an effect that are items constituting an evaluation according to the second embodiment. The “effect strength” that is a “numerical value” associated with each “strength”, “situation of using the ICT service” shown in FIG. 11 is based on the response data obtained from the questionnaire. The representative “ICT service use scene”, “strength”, and “effect strength” selected by this are information for accumulating in the database.

  As shown in FIG. 11, there is no “effect” in which the questionnaire result is biased to “0” or “1”, and “effect” is generally “2” or more. It is suggested that this is the case. That is, each “effect” shown on the vertical axis of the table of FIG. 11 can be said to be an effect generally recognized in each “situation of use of the ICT service” shown on the horizontal axis of the table of FIG. It is thought to be related to the value of. Thus, it can be said that the evaluation table 20Aa generated based on the questionnaire count result is information that generally represents “effect” and “effect intensity” for evaluating each “ICT service use scene”.

  As illustrated in FIG. 9, the evaluation apparatus 10A includes a data input processing unit 11A, an effect specifying unit 13A, an effect strength calculating unit 15A, and a data output processing unit 16A. For example, the data input processing unit 11 </ b> A accepts input of information on an “ICT service use scene” to be evaluated from the user via the input device 40. For example, a user who wants to obtain “effect” and / or “effect strength” of “ICT service use scene” “SNS (contact)” sends “ICT service use scene” “SNS (contact)” to the evaluation apparatus 10A. ”Is entered. The data input processing unit 11A accepts the input of the “ICT service use scene” “SNS (contact)”.

  The effect identification unit 13A refers to the evaluation table 20Aa and identifies “effect” and “effect intensity” corresponding to the “ICT service use scene” received by the data input processing unit 11A. For example, when the “ICT service use scene” received by the data input processing unit 11A is “SNS (contact)”, the effect specifying unit 13A reads “ICT service use scene” “SNS (contact)”. Corresponding “effect” and “effect intensity”, “rich information amount” and “+70”, “security anxiety” and “−50” are specified.

  The effect strength calculation unit 15A sets “effect strength” for all “effects” and “effect strengths” corresponding to the “ICT service use scenes” received by the data input processing unit 11A specified by the effect specification unit 13A. The total value of is calculated. For example, the effect strength calculation unit 15A performs “effect information” and “effect strength” corresponding to “ICT service use scene” “SNS (contact)”, “rich information amount” and “+70”, “security anxiety”. When “” and “−50” are specified, a total value “+ 70−50 = + 20” of “effect intensity” is calculated.

  The data output processing unit 16A outputs the total value of the “effect intensity” calculated by the effect intensity calculating unit 15A to the output device 50, for example.

(Service evaluation processing according to Embodiment 2)
FIG. 12 is a diagram illustrating an example of a flowchart illustrating service evaluation processing according to the second embodiment. First, the data input processing unit 11A accepts an input of “ICT service use scene” by the evaluator through the input device 40 (step S31). The “ICT service use scene” is, for example, the type of ICT service, and “SNS (contact)”, “SNS (information collection)”, “SNS (information transmission)”, “information search” shown in FIG. 10 and FIG.・ Etc.

  Next, the effect specifying unit 13A refers to the evaluation table 20Aa and specifies the “effect” and “effect strength” corresponding to the “ICT service use scene” received by the data input processing unit 11A (step S32). . Next, the effect strength calculation unit 15A determines all “effects” and “effect strengths” corresponding to the “ICT service use scene” received by the data input processing unit 11A specified by the effect specifying unit 13A. The total value of “effect intensity” is calculated (step S33). Finally, the data output processing unit 16A outputs the total value of the “effect intensity” calculated by the effect intensity calculating unit 15A to, for example, the output device 50 (step S34).

  In step S <b> 33, the effect strength calculation unit 15 </ b> A may calculate various statistical values such as an average of “effect strength” without being limited to the total value of “effect strength”.

  In step S34, the data output processing unit 16A is not limited to outputting the total value of the “effect intensity” calculated by the effect intensity calculating unit 15A, but each “effect” specified by the effect specifying unit 13A and “Effect strength” may be output. Thus, the evaluator can know each “effect” and “effect intensity” of each “effect use scene” to be evaluated.

[Effects of Embodiment 2]
The evaluation apparatus 10A according to the second embodiment preliminarily stores the “effect” and “effect strength” of a typical and general ICT service selected based on the magnitude of the effect strength on the evaluation database 20A based on the response data obtained from the questionnaire. Accumulate. Then, the evaluation apparatus 10A accepts an input including “ICT service use scene” and the like that the evaluator wants to evaluate. Then, the evaluation apparatus 10A refers to the evaluation database 20A, identifies the “effect” and “effect strength” corresponding to the input “ICT service usage scene” and the like, and calculates the total value of the “effect strength”. . The evaluator can know the degree of the effect of the “ICT service use scene” he / she wants to evaluate from the total value of the calculated “effect intensity”. Therefore, according to the second embodiment, the evaluator wants to evaluate “ICT” based on the “effect” and “effect strength” of the typical and general ICT service stored in the evaluation database 20A once constructed. Service usage situations ”can be evaluated. In the second embodiment, the evaluation table 20Aa of the evaluation database 20A covers the main “ICT service use scenes” and their “effects” and “effect strengths”. There is no need to create a new answer table 20a.

[Embodiment 3]
In the second embodiment, an input including an “ICT service use scene” that the evaluator wants to evaluate is received by the evaluator. The evaluator calculates and outputs the total value of “effect” and “effect intensity” corresponding to “ICT service use scene” that the evaluator wants to evaluate. However, the input including the “ICT service use scene” that the evaluator wants to evaluate may be input in a free format. For example, the expression “use scene of ICT service” may not match the “use scene of ICT service” in the evaluation table 20Aa of the evaluation database 20A when input in a free format. In this case, the “effect” and “effect intensity” for the “ICT service use scene” that the evaluator wants to evaluate are not specified, and the total value of the “effect intensity” is not calculated.

  Therefore, in the third embodiment, the evaluator accepts free-form input including the “ICT service use scene” that the evaluator wants to evaluate, and uses the thesaurus etc. Is converted into a corresponding standard "ICT service usage scene" representation. Then, a total value of “effect” and “effect intensity” corresponding to the converted expression of “standard use scene of ICT service” is calculated and output.

(Configuration of service evaluation system according to Embodiment 3)
FIG. 13 is a diagram illustrating an example of a configuration of a service evaluation system according to the third embodiment. The service evaluation system 1B according to the third embodiment includes an evaluation device 10B, an evaluation database 20A, a keyword database 30B, an input device 40, and an output device 50.

  The keyword database 30B has a keyword table 30b as shown in FIG. The keyword table 30b is a thesaurus table for indexing synonyms, and has items of “use scene of ICT service” and “service name”. For example, according to FIG. 14, “service name”, “service A1”, “service A2”,... Are associated with “ICT service use scene” “SNS (contact)”. That is, according to the keyword table 30b shown in FIG. 14, “service name”, “service A1”, “service A2”... Are replaced with “ICT service use scene” “SNS (contact)”. . In other words, the keyword table 30b extracts a plurality of expressions such as those shown in the “service name” as keywords, and the fluctuation of the expression of “ICT service use scene” as shown in the “service name” is standardized. This is a function for facilitating the extraction and handling of the “ICT service usage scene” in the evaluation apparatus 10B by replacing the standard expression and unifying it.

  As shown in FIG. 13, the evaluation apparatus 10B includes a data input processing unit 11B, a keyword extracting unit 12B, an effect specifying unit 13B, an effect strength calculating unit 15B, and a data output processing unit 16B. For example, the data input processing unit 11B accepts input of “ICT service use scene” information to be evaluated from the user described in a free format via the input device 40, for example. For example, a user who wants to acquire “effect” and / or “effect strength” of “service name” “service A1” as “ICT service usage scene” gives the “ICT service usage scene” “service” to the evaluation apparatus 10B. Enter A1 ". The data input processing unit 11B accepts an input of the “ICT service use scene” and “service A1”.

  The keyword extraction unit 12B extracts an expression corresponding to the “service name” from the “ICT service use scene” received by the data input processing unit 11B. For example, if the keyword extraction unit 12B receives an input including “service A1” by the data input processing unit 11B, the keyword extraction unit 12B extracts this “service A1”. Then, the keyword extracting unit 12B refers to the keyword table 30b of the keyword database 30B, and replaces the extracted “service name” with the corresponding “ICT service use scene”. For example, if the keyword extraction unit 12B extracts “service A1”, the keyword extraction unit 12B refers to the keyword table 30b and replaces the extracted “service A1” with the corresponding “ICT service use scene” “SNS (contact)”. To do.

  The effect identification unit 13B refers to the evaluation table 20Aa (see FIG. 10), and identifies “effect” and “effect intensity” corresponding to the “ICT service usage scene” replaced by the keyword extraction unit 12B. For example, when the “ICT service usage scene” replaced by the keyword extraction section 12B is “SNS (contact)”, the effect specifying unit 13B corresponds to “ICT service usage scene” “SNS (contact)”. “Abundant amount of information” and “+70”, “Security anxiety” and “−50” are specified as “effect” and “effect intensity” to be performed.

  The effect strength calculation unit 15B determines “effect strength” for all “effects” and “effect strengths” corresponding to the “ICT service usage scenes” specified by the effect specification unit 13B and replaced by the keyword extraction unit 12B. The total value of is calculated. For example, the effect strength calculation unit 15B performs the “effect” and “effect strength” corresponding to “ICT service use scene” “SNS (contact)”, “rich information amount” and “+70”, “security anxiety”. When “” and “−50” are specified, a total value “+ 70−50 = + 20” of “effect intensity” is calculated.

  The data output processing unit 16B outputs the total value of the “effect intensity” calculated by the effect intensity calculating unit 15B to, for example, the output device 50.

(Service evaluation processing according to Embodiment 3)
FIG. 15 is a diagram illustrating an example of a flowchart illustrating service evaluation processing according to the third embodiment. First, the data input processing unit 11B accepts an input by the evaluator in the free format of “ICT service name use scene” (for example, input of information including “service name”) via the input device 40 (step S41). ). “Service name” is, for example, an individual name of the ICT service, such as “service A1”, “service A2”... Shown in FIG.

  Next, the keyword extraction unit 12B extracts the expression corresponding to the “service name” from the free-form input of the “ICT service usage scene” received by the data input processing unit 11B (step S42). Next, the keyword extracting unit 12B refers to the keyword table 30b and converts the “service name” extracted in step S42 into a corresponding “ICT service use scene” (step S43).

  Next, the effect identification unit 13B refers to the evaluation table 20Aa, and identifies “effect” and “effect intensity” corresponding to the “ICT service use scene” converted by the keyword extraction unit 12B (step S44). Next, the effect strength calculation unit 15B determines “for each“ effect ”and“ effect strength ”corresponding to the“ ICT service use scene ”converted by the keyword extraction unit 12B and specified by the effect specifying unit 13B. The total value of “effect intensity” is calculated (step S45). Finally, the data output processing unit 16B outputs the total value of the “effect strength” calculated by the effect strength calculation unit 15B to, for example, the output device 50 (step S46).

  In step S46, the data output processing unit 16B is not limited to outputting the total value of the “effect strength” calculated by the effect strength calculation unit 15B, but each “effect” and the effect specified by the effect specifying unit 13B. “Effect strength” may be output. Thus, the evaluator can know each “effect” and “effect intensity” of each “effect use scene” to be evaluated.

  Further, the keyword table 30b is not limited to the association between the “ICT service usage scene” and the “service name”, and information such as “ICT service usage scene” and “service characteristics” can be specified. May be associated with each other. In this case, the keyword extraction unit 12B displays an expression corresponding to information that can specify a service such as “service characteristics” from the free-form input of “situation of using the ICT service” received by the data input processing unit 11B. Extract. Then, the keyword extraction unit 12B refers to the keyword table 30b and converts the extracted information such as “service characteristics” and the like to the corresponding “ICT service use scene”. As a result, the evaluator can respond to the corresponding “ICT service usage scene” by inputting the purpose and function even if the “ICT service usage scene” or “service” to be evaluated is ambiguous. “Effect” and “effect intensity” can be known.

[Effects of Embodiment 3]
The evaluation apparatus 10B according to the third embodiment uses the keyword table 30b in which “ICT service usage scenes” and “service names” are associated with each other to select the ICT to be evaluated from the free format input of the “ICT service usage scenes”. The service “effect” and “effect intensity” are specified, and the total value of the “effect intensity” is calculated. As a result, the evaluator can identify the ICT service to be evaluated even if the information specifying the “ICT service use scene” is ambiguous and the “ICT service use scene” is input in a free format. You can know the “effect” and “effect intensity” of the service.

(About the device configuration of the evaluation device)
Each component of the evaluation devices 10, 10A, and 10B shown in the above embodiments is functionally conceptual and does not necessarily need to be physically configured as illustrated. That is, the specific form of distribution and integration of the functions of the evaluation device 10 is not limited to the illustrated one, and all or a part thereof can be functionally or physically in arbitrary units depending on various loads, usage conditions, and the like. It can be configured to be distributed or integrated.

  In addition, each of the processes performed in the evaluation apparatuses 10, 10A, and 10B may be realized by a processing apparatus such as a CPU (Central Processing Unit) or a program that is analyzed and executed by the processing apparatus. . Moreover, each process performed in the evaluation apparatuses 10, 10A, and 10B may be realized as hardware based on wired logic.

  In addition, among the processes described in the above embodiments, all or a part of the processes described as being automatically performed can be manually performed. Alternatively, all or a part of the processes described as being manually performed among the processes described in the above embodiments can be automatically performed by a known method. In addition, the above-described and illustrated processing procedures, control procedures, specific names, and information including various data and parameters can be changed as appropriate unless otherwise specified.

(About the program)
FIG. 16 is a diagram illustrating an example of a computer in which an evaluation apparatus is realized by executing a program. The computer 1000 includes a memory 1010 and a CPU 1020, for example. The computer 1000 also includes a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. In the computer 1000, these units are connected by a bus 1080.

  The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM (Random Access Memory) 1012. The ROM 1011 stores a boot program such as BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to the hard disk drive 1031. The disk drive interface 1040 is connected to the disk drive 1041. For example, a removable storage medium such as a magnetic disk or an optical disk is inserted into the disk drive 1041. The serial port interface 1050 is connected to a mouse 1051 and a keyboard 1052, for example. The video adapter 1060 is connected to the display 1061, for example.

  The hard disk drive 1031 stores, for example, an OS 1091, an application program 1092, a program module 1093, and program data 1094. That is, a program that defines each process of the evaluation devices 10, 10 </ b> A, and 10 </ b> B is stored in, for example, the hard disk drive 1031 as a program module 1093 in which a command executed by the computer 1000 is described. For example, a program module 1093 for executing information processing similar to the functional configuration in the evaluation apparatuses 10, 10 </ b> A, and 10 </ b> B is stored in the hard disk drive 1031.

  The setting data used in the processing of each of the above embodiments is stored as program data 1094 in, for example, the memory 1010 or the hard disk drive 1031. Then, the CPU 1020 reads the program module 1093 and the program data 1094 stored in the memory 1010 and the hard disk drive 1031 to the RAM 1012 as necessary, and executes them.

  Note that the program module 1093 and the program data 1094 are not limited to being stored in the hard disk drive 1031, but may be stored in, for example, a removable storage medium and read out by the CPU 1020 via the disk drive 1041 or the like. Alternatively, the program module 1093 and the program data 1094 may be stored in another computer connected via a network (LAN (Local Area Network), WAN (Wide Area Network), etc.). The program module 1093 and the program data 1094 may be read by the CPU 1020 via the network interface 1070.

  Each of the above embodiments is included in the invention disclosed in the claims and equivalents thereof, as long as it is included in the technology disclosed in the present application.

1, 1A, 1B Service evaluation system 10, 10A, 10B Evaluation device 11, 11A, 11B Data input processing unit 12, 12B Keyword extraction unit 13, 13A, 13B Effect specifying unit 14 Coefficient calculation unit 15 Effect calculation unit 5A, 15B Effect Strength calculation unit 16, 16A, 16B Data output processing unit 20 Answer database 20a Answer table 20A Evaluation database 20Aa Evaluation table 30 Keyword database 30a Keyword table 30B Keyword database 30b Keyword table 40 Input device 50 Output devices 50a, 50b Output display 1000 Computer 1010 Memory 1020 CPU

Claims (10)

A reception unit for receiving information on an ICT (Information and Communication Technology) service to be evaluated written in a free form;
An extraction unit for extracting a keyword characterizing the ICT service to be evaluated from information on the ICT service received by the reception unit;
An effect corresponding to a keyword that matches a keyword extracted by the extraction unit from a database that stores a keyword that characterizes the ICT service, an effect of the ICT service, and an evaluation value corresponding to the effect, and the effect An acquisition unit for acquiring an evaluation value corresponding to
A service evaluation apparatus comprising: an output unit that generates and outputs output information in which a keyword extracted by the extraction unit is associated with an effect and an evaluation value acquired by the acquisition unit. When the acquisition unit acquires a plurality of different effects and evaluation values corresponding to each of the plurality of effects for the matching keyword from the database, the output unit outputs the output information, The service evaluation apparatus according to claim 1, wherein the keyword extracted by the extraction unit is generated in association with the plurality of effects and evaluation values corresponding to the plurality of effects. The output unit obtains the output information when the acquisition unit acquires the same plurality of effects and evaluation values corresponding to each of the plurality of effects for the matching keyword, from the database. The service evaluation according to claim 1, wherein the keyword extracted by the extraction unit is generated in association with the effect and an average value of evaluation values corresponding to each of the plurality of effects. apparatus. The accepting unit further accepts input of an effect by the ICT service and an evaluation value corresponding to the effect as information on the ICT service,
Registration information that associates the keyword extracted from the information related to the ICT service by the extraction unit with the effect of the ICT service received by the reception unit and the evaluation value corresponding to the effect is generated and stored in the database. The service evaluation apparatus according to claim 1, further comprising a registration unit for registration. The evaluation value corresponding to the effect includes an evaluation value of the degree of the effect and an evaluation value of the frequency of the effect,
5. The service according to claim 1, wherein the output unit generates the output information using a product of an evaluation value of the degree of the effect and a frequency of the effect as the evaluation value. Evaluation device. The service according to any one of claims 1 to 5, wherein the effect by the ICT service and the evaluation value corresponding to the effect are user-dependent information depending on each user using the ICT service. Evaluation device. A reception unit that receives a service type of an ICT (Information and Communication Technology) service to be evaluated, which is input by a user;
The effect associated with the service type received by the receiving unit and the effect of the effect from the database storing the service type of the ICT service, the effect of the ICT service of each service type, and the effect strength of the effect. A specific part for specifying the strength,
A service evaluation apparatus comprising: a calculation unit that calculates a statistical value of the effect strength specified by the specification unit. An extraction unit for extracting the service type of the ICT service corresponding to the information specifying the ICT service with reference to a table storing the service type of the ICT service to be evaluated and the information specifying the ICT service in association with each other; Prepared,
The accepting unit accepts an input including information for specifying an ICT service to be evaluated described in a free form;
The extraction unit extracts a service type of the ICT service corresponding to the information to be specified in the input including information specifying the ICT service to be evaluated described in the free format received by the reception unit;
The service evaluation apparatus according to claim 7, wherein the specifying unit extracts an effect associated with a service type of the ICT service extracted by the extraction unit and an effect intensity of the effect from the database. . A service evaluation method executed by an evaluation device for evaluating a service,
A reception process for receiving information on an ICT (Information and Communication Technology) service to be evaluated described in a free form;
An extraction step of extracting a keyword characterizing the ICT service to be evaluated from information on the ICT service received by the reception step;
An effect corresponding to a keyword that matches the keyword extracted by the extraction step from a database that stores a keyword that characterizes the ICT service, an effect of the ICT service, and an evaluation value corresponding to the effect in association with each other, and the effect An acquisition step of acquiring an evaluation value corresponding to
A service evaluation method comprising: an output step of generating and outputting output information in which the keyword extracted in the extraction step is associated with the effect and the evaluation value acquired in the acquisition step. A service evaluation method executed by an evaluation device for evaluating a service,
A reception process for receiving a service type of an ICT (Information and Communication Technology) service to be evaluated, which is input by a user;
The effect associated with the service type accepted by the accepting step and the effect of the effect from the database storing the service type of the ICT service, the effect of the ICT service of each service type, and the effect strength of the effect. A specific process for identifying strength;
And a calculation step of calculating a statistical value of the effect strength specified by the specifying step.

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