JP2022175532A - Information processing apparatus, program, and information processing method - Google Patents

Abstract

To provide an information processing apparatus, program and method configured to respond to an inquiry more smoothly online.SOLUTION: An information processing apparatus executes processing of a receiving step, an interaction connection step, a first display control step, and a second display control step. The receiving step receives call information and display information on a user terminal from the user terminal. The interaction connection step provides an interaction environment between an operator and a user, based on the call information. The first display control step displays, based on the display information, a website displayed on the user terminal on an operator terminal while reproducing a display mode thereof, and displays an image of the operator who operates the operator terminal or an avatar image synchronized therewith on the website, in the interaction environment. The second display control step displays guide information for moving on the website or screen transition, based on the operation of the operator, on the website.SELECTED DRAWING: Figure 4

Description

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

In a shopping site or the like, when a user wants to consult about a shop or products, it is common to call the shop or use chat. Patent Literature 1 discloses an information processing device that provides a chat service between a user and a store.

JP 2020-86677 A

However, in the above method, there is a problem that it is difficult to communicate with each other compared to the case where the operator and the user face each other directly, and it is difficult to give a sufficient explanation to the user.

In view of the above circumstances, the present invention provides a technology that enables smoother online inquiry response.

According to one aspect of the present invention, an information processing device is provided. The information processing device is configured to execute a receiving step, an interactive connection step, a first display control step, and a second display control step. In the receiving step, call information and display information of the user terminal are received from the user terminal. In the interactive connection step, an interactive environment between the operator and the user is provided by connecting the operator terminal and the user terminal based on the call information. In the first display control step, based on the display information, the website displayed on the user terminal is reproduced in its display mode and displayed on the operator terminal, and in the interactive environment, the operator terminal is operated on the website. Display an image of the operator or an avatar image synchronized therewith. In the second display control step, guide information for guiding movement or screen transition on the website is displayed on the website based on the operation of the operator.

As a result, it is possible to provide a technology that enables a smoother response to inquiries online.

1 is a diagram showing an overview of the configuration of an information processing system 1 according to this embodiment; FIG. 3 is a block diagram showing the hardware configuration of the information processing device 3; FIG. 3 is a functional block diagram showing functions of the information processing device 3; FIG. 4 is an activity diagram showing an example of information processing by the information processing device 3; FIG. 4 is a diagram showing an example of a screen displayed on the user terminal 2; FIG. 4 is a diagram showing an example of a screen displayed on the user terminal 2; FIG. 4 is a diagram showing an example of a screen displayed on an operator terminal 4; FIG. 4 is a diagram showing an example of a screen displayed on an operator terminal 4; FIG. 2 is a diagram showing an example of a website screen displayed on user terminal 2. FIG. 4 is a diagram showing an example of specialized field information 9. FIG.

Embodiments of the present invention will be described below with reference to the drawings. Various features shown in the embodiments shown below can be combined with each other.

By the way, the program for realizing the software appearing in this embodiment may be provided as a non-transitory computer-readable medium (Non-Transitory Computer-Readable Medium), or may be downloaded from an external server. It may be provided as possible, or may be provided so that the program is activated on an external computer and the function is realized on the client terminal (so-called cloud computing).

Further, in the present embodiment, the term “unit” may include, for example, a combination of hardware resources implemented by circuits in a broad sense and software information processing that can be specifically realized by these hardware resources. . In addition, various information is handled in the present embodiment, and these information are, for example, physical values of signal values representing voltage and current, and signal values as binary bit aggregates composed of 0 or 1. It is represented by high and low, or quantum superposition (so-called quantum bit), and communication and operation can be performed on a circuit in a broad sense.

A circuit in a broad sense is a circuit implemented by appropriately combining at least circuits, circuits, processors, memories, and the like. Application Specific Integrated Circuits (ASICs), programmable logic devices (e.g., Simple Programmable Logic Devices (SPLDs), Complex Programmable Logic Devices (CPLDs), and field It includes a programmable gate array (Field Programmable Gate Array: FPGA).

1. Hardware Configuration This section describes the hardware configuration of this embodiment. FIG. 1 is a diagram showing an overview of the configuration of an information processing system 1 according to this embodiment.

1.1 Information processing system 1
The information processing system 1 includes a user terminal 2, an information processing device 3, and an operator terminal 4, which are configured to be communicable through an electric communication line.

1.2 User terminal 2
The user terminal 2 is operated by the user who browses the website, and if it can access the information processing device 3 and the operator terminal 4 via a smartphone, tablet terminal, computer, or other electric communication line, the form is I don't mind.

The user terminal 2 has a display section, an input section, a communication section, a storage section, and a control section, and these components are electrically connected inside the user terminal 2 via a communication bus. there is

For example, the display unit and the input unit may be included in the housing of the user terminal 2, or may be externally attached. The display unit displays a screen of a graphical user interface (GUI) that can be operated by the user. The input unit may be implemented as a touch panel integrated with the display unit. With a touch panel, the user can input a tap operation, a swipe operation, or the like. Of course, a switch button, a mouse, a QWERTY keyboard, or the like may be employed instead of the touch panel.

For specific descriptions of the communication unit, the storage unit, and the control unit, refer to the description of the communication unit 31, the storage unit 32, and the control unit 33 in the information processing device 3 described below.

1.3 Information processing device 3
FIG. 2 is a block diagram showing the hardware configuration of the information processing device 3. As shown in FIG. The information processing device 3 has a communication section 31 , a storage section 32 and a control section 33 , and these components are electrically connected via a communication bus 30 inside the information processing device 3 . Each component will be further described.

(Communication unit 31)
The communication unit 31 preferably uses wired communication means such as USB, IEEE1394, Thunderbolt, wired LAN network communication, etc., but wireless LAN network communication, mobile communication such as LTE/3G, Bluetooth (registered trademark) communication, etc., can be used as necessary. may be included. That is, it is more preferable to implement as a set of these communication means.

(storage unit 32)
The storage unit 32 stores various information defined by the above description. For example, it can be used as a storage device such as a solid state drive (SSD) for storing various programs related to the information processing device 3 executed by the control unit 33, or as a temporary storage device related to program calculation. It can be implemented as a memory such as a Random Access Memory (RAM) that stores information (arguments, arrays, etc.) required for the . A combination of these may also be used.

(control unit 33)
The control unit 33 processes and controls overall operations related to the information processing device 3 . The control unit 33 is, for example, a central processing unit (CPU) (not shown). The control unit 33 implements various functions related to the information processing device 3 by reading a predetermined program stored in the storage unit 32 . That is, information processing by software (stored in the storage unit 32) is specifically realized by hardware (control unit 33), and each function unit (see FIG. 3) included in the control unit 33 executes can be These are further detailed in the next section. Note that the control unit 33 is not limited to a single unit, and may be implemented to have a plurality of control units 33 for each function. A combination thereof may also be used.

1.4 Operator terminal 4
The operator terminal 4 is operated by an operator who responds to inquiries about the website from users. The operator terminal 4 may be of any form as long as it can access the user terminal 2 and the information processing device 3 via a smart phone, tablet terminal, computer, or other telecommunication line.

The operator terminal 4 has a display section, an input section, a communication section, a storage section, and a control section. It is Please refer to the description of the user terminal 2 and the information processing device 3 for the description of each component.

2. Functional Configuration This section describes the functional configuration of this embodiment. FIG. 3 is a functional block diagram showing functions of the information processing device 3. As shown in FIG. As described above, information processing by software (stored in the storage unit 32 ) is specifically realized by hardware (control unit 33 ), and can be executed as each functional unit included in the control unit 33 .

Specifically, the information processing device 3 (control unit 33) includes a reception unit 331, a dialogue connection unit 332, a display control unit 333, a management unit 334, an estimation unit 335, and a selection unit 336 as functional units. and

(Reception unit 331)
The reception unit 331 is configured to be able to execute the reception step. In the receiving step, the receiving unit 331 is configured to receive information via the communication unit 31 or the storage unit 32 and read it into the working memory. In particular, the reception unit 331 is configured to receive various information from the user terminal 2 and the operator terminal 4 via the network and the communication unit 31 . In this embodiment, various information received by the receiving unit 331 is described as being stored in the storage unit 32 .

(Dialogue connection unit 332)
The dialog connection unit 332 executes the dialog connection step. In the dialog connection step, the dialog connection unit 332 provides an environment for dialog between the operator and the user by connecting the operator terminal 4 and the user terminal 2 . Details are described in the next section.

(Display control unit 333)
The display control unit 333 is configured to be able to execute the display control step. In the display control step, the display control unit 333 is configured to be able to execute the display control step. The display control unit 333 displays various information stored in the storage unit 32 or a screen including the information in a viewable manner on the user terminal 2 . Specifically, the display control unit 333 controls the display unit of the user terminal 2 to display visual information such as screens, images, icons, and messages. The display control unit 333 may generate only rendering information for displaying visual information on the user terminal 2 .

(Management unit 334)
The management unit 334 executes management steps. In the management step, the management section 334 manages various information received by the reception section 331 . For example, the management unit 334 links and manages a plurality of different types of information based on a defined rule. Such rules are not particularly limited, but specific examples will be described in further detail in the next section.

(Estimation unit 335)
The estimation unit 335 performs an estimation step. Based on the display information 6, the estimation unit 335 is configured to be able to estimate the content of the user's consultation. For example, the estimation unit 335 estimates a product that the user wants to consult or an inquiry category. Further details are given in the next section.

(Selection unit 336)
The selection unit 336 executes the selection step. The selection unit 336 refers to the specialized field information 9 and selects the operator most suitable for consultation on the content of the consultation. Further details are given in the next section.

3. Details of Information Processing In Section 3, the information processing of the information processing device 3 described above will be described with reference to activity diagrams. FIG. 4 is an activity diagram showing an example of information processing by the information processing device 3. As shown in FIG. Note that the order of the following processes can be changed as appropriate, a plurality of processes may be executed simultaneously, or not all of the processes may be executed. FIG. 5 is a diagram showing an example of a screen displayed on the user terminal 2. As shown in FIG.

In this embodiment, an example of displaying a website screen on a browser will be described below. In addition, it is assumed that a script or the like capable of realizing the functions described below is installed on the website screen. As shown in FIG. 5, the display unit of the user terminal 2 displays a shopping site screen on the browser. The shopping site screen displays the name of the shopping site and the products purchased at the shopping site. Further, on this screen, a URL 61 of the currently displayed screen that can be purchased by the user, a cursor 63 whose display position is moved based on the user's operation, and the call button 5 are displayed. In particular, in the example of FIG. 5, a plurality of DVD players and the like are displayed as products that can be purchased by the user.

Here, when the user wants to consult about products or how to use the shopping site, the user can press the call button 5 to call the operator for consultation. When the user terminal 2 presses the call button 5, a connection confirmation screen 51 is displayed. FIG. 6 is a diagram showing an example of a screen displayed on the user terminal 2. As shown in FIG. In the example of FIG. 6, when the user selects "yes" on the connection confirmation screen 51 to make a request to start connection with the operator terminal 4, call information indicating the call request of the operator and Display information 6 on the displayed shopping screen is transmitted. Here, the display information 6 includes the URL 61 of the website displayed on the user terminal 2, the window size 62, and the coordinate information of the cursor 63. FIG. More specifically, the URL 61 is the URL 61 of the currently displayed screen that can be purchased by the user, and the coordinate information of the cursor 63 is information indicating the coordinate position of the cursor 63 . Also preferably, the display information 6 includes action information relating to user actions.

Subsequently, the reception unit 331 of the information processing device 3 receives the call information and the display information 6 of the user terminal 2 from the user terminal 2 via the communication unit 31 and the network (A101). FIG. 7 is a diagram showing an example of a screen displayed on the operator terminal 4. As shown in FIG. As shown in FIG. 7 , when the reception unit 331 receives call information and the like, the display control unit 333 displays the connection start screen 52 on the operator terminal 4 . On the connection start screen 52, it is possible to select whether or not to start the connection. Preferably, the connection start screen 52 displays the terms of use for transmitting the display information 6 related to the browser displayed on the user terminal 2 to the operator terminal 4 . When the operator selects connection start, a connection start request is sent to the information processing device 3 .

When the reception unit 331 receives the connection start request, the dialogue connection unit 332 provides an environment for dialogue between the operator and the user by connecting the operator terminal 4 and the user terminal 2 based on the call information (A102). . The interactive environment means a state in which the display information 6 related to the browser displayed on the user terminal 2 can be transmitted to the operator terminal 4, and the operator's image 71, the guide information 8, etc. can be transmitted from the operator terminal 4. That is, the interactive environment means a state in which information can be transmitted and received bidirectionally between the operator terminal 4 and the user terminal 2 .

When the connection between the user terminal 2 and the operator terminal 4 is started by the interaction connection unit 332, the display control unit 333 changes the display mode of the website displayed on the user terminal 2 based on the display information 6. It is reproduced and displayed on the operator terminal 4 (A103). Specifically, the display control unit 333 reproduces the display mode of the website screen displayed on the user terminal 2 and displays it on the operator terminal 4 by displaying an image corresponding to the window size 62 based on the URL 61 . Let

FIG. 8 is a diagram showing an example of a screen displayed on the operator terminal 4. As shown in FIG. As shown in FIG. 8 , the display control unit 333 causes the operator terminal 4 to simulate and display the display mode of the website screen displayed on the user terminal 2 . Here, a cursor 63 indicates the mouse cursor of the user terminal 2, and a cursor 64 indicates the mouse cursor of the operator terminal 4. FIG. At this time, it is preferable that the display position of the cursor 63 is continuously changed according to the movement operation of the cursor 63 by the user. In addition, similar to the change in the display mode accompanying the movement operation of the cursor 63, when the website screen is scrolled on the user terminal 2, the display screen on the operator terminal 4 also appears to change due to the scrolling of the screen. is preferred. However, the operator terminal 4 is not limited to this, and the entire website screen displayed on the user terminal 2 at the start of connection can be displayed on the operator terminal 4, and the operator terminal 4 may be able to scroll arbitrarily.

In this embodiment, the operator terminal 4 does not hack the user terminal 2 so that the screen displayed on the user terminal 2 can be displayed and remotely controlled by the operator terminal 4 . That is, since the screen itself displayed on the user terminal 2 is not shared, screens not intended by the user, such as website screens other than shopping site screens and other personal information, are not displayed on the operator terminal 4. . This allows the operator terminal 4 to display only information related to a specific website screen, taking security and privacy protection into consideration.

Further, the display control unit 333 causes the image 71 of the operator operating the operator terminal 4 or the avatar image 72 synchronized therewith to be displayed on the website displayed on the user terminal 2 in the interactive environment. With such a mode, the operator's image 71 is displayed on the browser for the user, and the operator can serve the user while using gestures. In addition, the display control unit 333 displays on the website the guide information 8 for guiding movement or screen transition on the website based on the operator's operation (A104). FIG. 9 is a diagram showing an example of a website screen displayed on the user terminal 2. As shown in FIG. As shown in FIG. 9, guide information 8 is displayed on the shopping screen displayed on the user terminal 2 . In the example of FIG. 9 , the guide information 8 is information indicating the coordinates of the cursor 63 displayed on the operator terminal 4 . With such an aspect, it is possible to smoothly guide the user when he/she wants the user to pay attention to a specific portion of the website screen when browsing, or when the operator wants to guide the user to the screen transition of the website screen. It becomes possible. At this time, it is preferable that the display control unit 333 displays the guide information 8 without interruption before and after the screen transition. In this case, the operator can serve the user continuously in a series of processes from product explanation to product purchase.

To summarize the above, the information processing method according to this embodiment includes the following steps. The information processing method executed by the information processing device 3 includes a reception step, an interaction connection step, a first display control step, and a second display control step. In the receiving step, the calling information and the display information 6 of the user terminal 2 are received from the user terminal 2 . In the interactive connection step, the operator terminal 4 and the user terminal 2 are connected based on the call information, thereby providing an interactive environment between the operator and the user. In the first display control step, based on the display information 6, the website displayed on the user terminal 2 is reproduced in its display mode and displayed on the operator terminal 4, and in the interactive environment, on the website, the operator terminal An image 71 of the operator who operates 4 or an avatar synchronized therewith is displayed. In the second display control step, guide information 8 for guiding movement or screen transition on the website is displayed on the website based on the operation of the operator.

According to this aspect, the operator can serve the user on the browser as if he were serving the customer at the actual shop without forcing the user to prepare the environment such as installing the application. It becomes possible.

4. Operator Selection Processing In A102, the dialog connection unit 332 connects the operator terminal 4 of an operator who can respond to inquiries regardless of the operator's field of expertise and the user terminal 2. Depending on the content of the consultation, the operator most suitable for the consultation may be selected. In this case, the management unit 334 associates the operator with the specialized field information 9 of the operator and manages them. Further description will be given below with specific examples.

At A<b>101 , when the reception unit 331 receives the call information and the display information 6 , the estimation unit 335 estimates the content of the user's consultation based on the display information 6 . For example, the estimation unit 335 estimates the user's consultation content based on the reference information stored in advance in the storage unit 32 and the display information 6 . Here, the reference information is information in which the URL 61 of the website screen and the product type are associated with each other. In other words, based on the URL 61 accepted by the accepting unit 331, the estimating unit 335 estimates that the product or product category displayed on the website screen that the user is browsing is the content of the user's consultation.

At this time, the estimation unit 335 may estimate the content of the user's consultation based on the browsing history of the website of the user terminal 2 . In this case, the display information 6 includes not only the browsing history within the website, that is, the currently displayed URL 61, but also the URL 61 of the corresponding website displayed on the user terminal 2 within a certain period of time. This allows the estimation unit 335 to more accurately estimate the content of the user's consultation, taking into account the URL 61 that has been browsed in the past.

Subsequently, in A102, the selection unit 336 refers to the specialized field information 9 and selects an operator most appropriate for consultation on the consultation content estimated by the estimation unit 335. FIG. After that, the dialog connection unit 332 connects the operator terminal 4 of the selected operator and the user terminal 2 . FIG. 10 is a diagram showing an example of the specialized field information 9. As shown in FIG. As shown in FIG. 10, the specialized field information 9 is information in which the operator is associated with the product category and product type handled by the operator, and indicates the operator's special field.

5. Others Regarding the information processing system 1 according to the present embodiment, the following aspects may be adopted.
(1) The aspect of this embodiment may be a program. The program causes the computer to execute each step of the information processing device 3 .
(2) In the present embodiment, a case where the guide information 8 is the cursor 64 has been described as an example. 8 may be an avatar image 72 that can be moved based on the coordinates of cursor 64 .
(3) In the present embodiment, the specialized field information 9 is assumed to be a database such as a lookup table, and detailed items included therein have been described, but this is merely an example and is not limited to this. Furthermore, the specialized field information 9 is not limited to a database such as a lookup table in the first place, and may be a mathematical model in which a plurality of information are mathematically related. It may be a trained model that has been trained.
(4) In the interactive environment, the display control unit 333 reproduces the display mode of the website displayed on the user terminal 2 and displays it on the operator terminal 4, but in addition to this, the display control unit 333 is
Based on the browsing history accepted by the accepting unit 331, the operator terminal 4 may display the product category that has been browsed the most on the user terminal 2 and information indicating pages that have not been browsed. This enables the operator to grasp the website pages that the user has already viewed, the pages that the user has not yet viewed, the products that the user is potentially interested in, etc., thereby making inquiries smoother. can respond.
(5) The website screen may be displayed by a dedicated application.
(6) In the interactive environment, an image of the user operating the user terminal 2 or an avatar image synchronized therewith may be displayed on the browser of the operator terminal 4 .

Furthermore, it may be provided in each aspect described below.
In the information processing apparatus, the guide information is information indicating coordinates of a cursor displayed on the operator terminal.
In the information processing device, the guide information is an avatar image that can move based on the coordinates.
In the information processing device, the display information includes action information related to actions of the user, and the guide information is an avatar image capable of acting based on the action information.
In the information processing apparatus, in the second display control step, the guide information is displayed without interruption before and after the screen transition.
In the information processing device, the display information includes a URL of the website displayed on the user terminal, a window size, and cursor coordinate information, and in the first display control step, based on the URL By displaying an image corresponding to the window size, the display mode is reproduced and displayed on the operator terminal.
The information processing apparatus is configured to further execute a management step, an estimation step, and a selection step, and in the management step, the operator and specialized field information of the operator are linked and managed, and In the estimation step, the user's consultation content is estimated based on the display information, and in the selection step, the operator most suitable for consulting the consultation content is selected by referring to the specialized field information, and the dialogue connection is performed. The step connects the operator terminal of the selected operator and the user terminal.
A program that causes a computer to execute each step of the information processing device.
An information processing method executed by an information processing device, comprising steps of the information processing system.
Of course, this is not the only case.

Finally, while various embodiments of the invention have been described, these have been presented by way of example and are not intended to limit the scope of the invention. The novel embodiment can be implemented in various other forms, and various omissions, replacements, and modifications can be made without departing from the scope of the invention. The embodiment and its modifications are included in the scope and gist of the invention, and are included in the scope of the invention described in the claims and equivalents thereof.

1 : Information processing system 2 : User terminal 3 : Information processing device 30 : Communication bus 31 : Communication unit 32 : Storage unit 33 : Control unit 331 : Reception unit 332 : Dialogue connection unit 333 : Display control unit 334 : Management unit 335 : Estimation unit 336 : Selection unit 4 : Operator terminal 5 : Call button 51 : Connection confirmation screen 52 : Connection start screen 6 : Display information 61 : URL
62 : Window size 63 : Cursor 64 : Cursor 71 : Image 72 : Avatar image 8 : Guide information 9 : Specialized field information

According to this aspect, the operator can serve the user on the browser as if he were serving the customer at the actual shop without forcing the user to prepare the environment such as installing the application. becomes.

Claims (9)

An information processing device,
configured to execute a receiving step, an interactive connection step, a first display control step, and a second display control step;
receiving call information from the user terminal and display information of the user terminal in the receiving step;
the interactive connection step provides an environment for interaction between the operator and the user by connecting the operator terminal and the user terminal based on the call information;
In the first display control step,
Based on the display information, reproduce the display mode of the website displayed on the user terminal and display it on the operator terminal,
displaying an image of the operator operating the operator terminal or an avatar image synchronized therewith on the website in the interactive environment;
In the second display control step, guide information for guiding movement or screen transition on the website is displayed on the website based on the operation of the operator;
thing. In the information processing device according to claim 1,
The guide information is information indicating the coordinates of the cursor displayed on the operator terminal,
thing. In the information processing apparatus according to claim 2,
The guide information is an avatar image that can move based on the coordinates,
thing. In the information processing apparatus according to any one of claims 1 to 3,
the display information includes motion information about the user's motion;
The guide information is an avatar image that can act based on the action information.
thing. In the information processing device according to any one of claims 1 to 4,
In the second display control step, the guide information is displayed without interruption before and after the screen transition.
thing. In the information processing apparatus according to any one of claims 1 to 5,
the display information includes a URL of the website displayed on the user terminal, a window size, and cursor coordinate information;
In the first display control step, by displaying an image corresponding to the window size based on the URL, the display mode is reproduced and displayed on the operator terminal;
thing. In the information processing device according to any one of claims 1 to 6,
configured to further perform a management step, an estimation step and a selection step;
In the management step, the operator and the specialized field information of the operator are linked and managed,
In the estimation step, based on the display information, the content of the user's consultation is estimated;
in the selection step, selecting the operator most suitable for consultation of the consultation content by referring to the specialized field information;
In the interactive connection step, the operator terminal of the selected operator and the user terminal are connected;
thing. a program,
causing a computer to execute each step of the information processing apparatus according to any one of claims 1 to 7,
thing. An information processing method executed by an information processing device,
Each step of the information processing system according to any one of claims 1 to 8,
Method.

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