JP2023064660A - Information processing method, information processing program, and information processing system - Google Patents

Abstract

To provide an information processing apparatus which avoids, when discouraging a user who is willing to cancel a service from cancellation through interactions with a chatbot, a situation in which the user is forced to retract his or her intention to cancel the service.SOLUTION: In an information processing method, a bot display unit 0201 displays a chatbot on a predetermined page. A predetermined information acquisition unit 0202 receives, in accordance with an output of information through the displayed chatbot, an input reception of predetermined information including identification information for identifying a user. A transaction result information acquisition unit 0203 acquires, using the received identification information, transaction result information which is information on transaction records of the user regarding a commodity or a service. An interaction control unit 0204 controls outputting information through the chatbot based on the acquired transaction result information. A response acquisition unit 0205 acquires a response of the user to the output of the controlled information.SELECTED DRAWING: Figure 2

Description

TECHNICAL FIELD The present invention relates to an information processing method and the like that contributes to simplification of exchanges with users regarding transaction records of products or services on the web.

In services that provide products and services online, it is rare to adopt a business model that charges for each purchase or use, as well as a business model that charges on an ongoing basis, such as the so-called subscription model. do not have. In any business model, online businesses can easily encourage users, who are consumers, to purchase products or use services, but on the other hand, they can also easily cancel such purchases. It is necessary to analyze the background circumstances that led to the decision to withdraw or cancel.

In relation to this point, Patent Literature 1 discloses a technique for dissuading a user from canceling a service through dialogue with a chatbot.

Japanese Patent Application Laid-Open No. 2021-060952

However, the technology described in Patent Literature 1 may force a user who has already intended to cancel the service to withdraw the intention to cancel the service, and it is difficult to say that it is comfortable for the user. As a result, a user who does not have a strong intention to terminate the contract may repel the contract, which may lead to the termination of the contract.

In order to solve the above-described problems, the present invention provides a bot display step of displaying an interactive chatbot on a predetermined page related to the supply of goods or services; a predetermined information obtaining step of receiving an input of predetermined information including identification information that is information for identifying a user; A transaction performance information acquisition step of acquiring transaction performance information, which is information; a dialogue control step of controlling information output through a chatbot based on the acquired transaction performance information; An information processing method is proposed in which a reaction obtaining step of obtaining a reaction is executed by a computer.

Further, in relation to the above information processing method, an information processing method is also proposed, in which the interaction control step further includes a cancellation-related interaction control substep for controlling to output information regarding cancellation of the transaction of goods or services by the user. do.

Further related, an information processing method further comprising a status assigning step of linking an identifier for outputting a predetermined message to a predetermined user including the user in response to the user's reaction acquired in the reaction step, etc. also propose.

Further related, a performance change information acquisition step for receiving an input of status-related information, which is information related to a status change in transaction performance of goods or services of the user as information from the user in response to the processing of the interaction control step; Also proposed is an information processing method, etc., further comprising a status change processing step of performing processing for changing the transaction record of the user's goods or services based on the status-related information.

Further related, the reaction step has an end request acquisition sub-step of acquiring, as a user reaction, a dialogue end request requesting end of the dialogue with the chatbot, and is associated with the user and the chat with the user. a transaction progress information acquiring step of acquiring transaction progress information, which is information including the progress of a transaction of goods or services related to the transaction performance information used in the dialogue with the bot; said interaction termination request; and said transaction progress. Also proposed is an information processing method that further includes a tracking information obtaining step of obtaining tracking information by associating it with information.

Further related, by using the transaction performance information, the output of information through a chatbot based on the transaction performance information, and the user's reaction to the output, other users related to transactions of the same type of goods or services Also proposed is an information processing method that further includes a reporting step of displaying the correlation with the reaction of the user.

We also propose inventions of programs and inventions of systems corresponding to the above inventions.

According to the present invention mainly configured as described above, it is possible to present a response that smoothly and appropriately reflects the user's intention regarding the transaction record.

A diagram showing an outline of an information processing system of the present invention 1 is a diagram showing an example of functional blocks of an information processing system according to a first embodiment; FIG. A diagram showing an example of a screen display of an EC site using the information processing system of the first embodiment. FIG. 4 is a diagram showing another example of screen display of an EC site using the information processing system of the first embodiment; FIG. 4 is a diagram showing another example of screen display of an EC site using the information processing system of the first embodiment; FIG. 4 is a diagram showing another example of screen display of an EC site using the information processing system of the first embodiment; FIG. 4 is a diagram showing an example of display of reporting processing results using the information processing system of the first embodiment; FIG. 1 is a schematic diagram showing an example of a configuration when each functional configuration of the information processing system of Embodiment 1 is collectively realized as one piece of hardware; 4 is a diagram showing an example of the flow of processing in the information processing system of the first embodiment; FIG. FIG. 4 is a diagram showing another example of the flow of processing in the information processing system of the first embodiment; FIG. 10 is a diagram showing an example of functional blocks of an information processing system according to a second embodiment; FIG. 11 is a diagram showing an example of the flow of processing in the information processing system of the second embodiment; FIG. 11 is a diagram showing an example of functional blocks of an information processing system according to a third embodiment; FIG. 12 is a diagram showing an example of the flow of processing in the information processing system of the third embodiment; FIG. FIG. 11 is a diagram showing an example of functional blocks of an information processing system according to a fourth embodiment; FIG. 12 is a diagram showing an example of the flow of processing in the information processing system of the fourth embodiment; FIG.

First, FIG. 1 is shown. This figure is a diagram showing the outline of the present invention. As shown in the figure, the present invention comprises a supplier server 0121, which is a server for operating a website containing web pages related to the supply of goods or services, and a server managed by a user of the website. With respect to communication via the network between user terminals 0111, 0112, and 0113, which are terminals that communicate with each other, a chatbot is displayed to mediate the communication by conducting interactive communication with the user. It is realized by one or a plurality of servers 0101 and 0102 having functions.

The content of the web page or website provided through the supplier server is not particularly limited, and may be an EC site, an introduction page of products or services, a company's corporate site, or the like. As long as these web pages or web sites have some relationship with the supply of predetermined goods or services, they can be arbitrarily set and selected.

Next, with regard to the user terminal, as long as it is configured to be able to use the above web service, the type is not particularly limited. , smart watches, and smart pens.

Also, as mentioned above, the present invention can be implemented by one or more servers 0101 and 0102 . Specific examples of using multiple servers include a chatbot server for starting and controlling an interactive chatbot, an information holding server for holding transaction performance information obtained from suppliers and users, and A reaction holding server or the like for holding the reaction in association with the user is conceivable, and it is conceivable that a plurality of these servers are connected to each other via a network offline or online.

Furthermore, with regard to the management authority of each server, it is possible for individual servers to be connected to each other in the form of API linkage, etc., and to appropriately utilize the functions of servers managed and provided by other business operators. is also possible. By combining these servers, it is possible not only to respond to various demands of users, but also by configuring each server to be connectable via a network, while providing various geographical bases, Enables highly efficient service provision.

Each embodiment of the present invention will be described below with reference to the drawings. First, mutual relationships between the embodiments and the claims are as follows. First, Embodiment 1 mainly corresponds to claims 1, 2, 6, 7, 8, and the like. Embodiment 2 mainly corresponds to claim 3 and the like. Embodiment 3 mainly corresponds to claim 4 and the like. Embodiment 4 mainly corresponds to claim 5 and the like.

In addition, the present invention is not limited to these embodiments at all, and has the technical idea described in each claim of the claims according to common general technical knowledge, and various can be implemented in any manner.

<<Embodiment 1>>
<Overview>
FIG. 2 is a diagram showing an example of functional blocks of the information processing system of this embodiment. As shown in the figure, the "information processing system" 0200 of this embodiment includes a "bot display unit" 0201, a "predetermined information acquisition unit" 0202, a "transaction record information acquisition unit" 0203, and a " It has a "dialogue control unit" 0204 and a "reaction acquisition unit" 0205.

In addition, the information processing system described in detail below can also be configured so that one or more of its functions are realized by a plurality of devices, and the functional blocks are either hardware or software. can be realized as Taking a computer as an example, CPU, main memory, GPU, TPU, image memory, bus, secondary storage device (hard disk or non-volatile memory), keyboard, microphone, touch panel, electronic pen for touching the touch panel Various input devices such as, speakers, displays and other various output devices, hardware components such as other external peripheral devices, interfaces for external peripheral devices, communication interfaces, and driver programs for controlling those hardware and other application programs.

Then, by arithmetic processing according to the program developed on the main memory, data input from input devices and other interfaces and held in memory and hardware are processed and accumulated, and each hardware and software described above is processed and accumulated. Create commands to control. Here, the above program may be realized as a plurality of modularized programs, or may be realized as one program by combining two or more programs by cloud computing or other methods.

Further, the present invention, including this embodiment, technically transmits and receives information between a supplier server, which is a server of a company that supplies predetermined goods or services, and a user terminal. It has it as a feature. That is, the present invention can be implemented using technical resources such as computers managed by a third party who is neither the operator of the supplier server nor the user who is the supply destination of the product. In particular, for suppliers, if they prepare their own website, they can outsource the complicated processing associated with contact information such as questions and cancellations from users after that, and they can sell products without stressing users. Since the supply of such products can be realized, one's own technical resources can be focused on supplying user-friendly products.

As a preferred mode of adopting such a configuration in a web service, a promotion page, which is a web page for promoting the use of the web service, is displayed on the web browser, and the promotion web page and the web service are: It is conceivable to perform association processing using an HTML iframe element. By adopting this configuration, a user of a given web service can input information through the execution of an interactive program without discomfort.

3A-D are shown here. Each figure shows an example of a screen display of an EC site using the information processing system of the present embodiment. First, FIG. 3A shows that there is an EC site that deals with fashion items, and a regular subscription page of a certain magazine is displayed on the browser 0301 . A user identified by an ID of "A1b2c3" is browsing the site, and a product introduction page is displayed to which a men's fashion magazine "ABC" can be subscribed. A user who likes the displayed magazine clicks a button labeled "subscription" on the site and performs input processing of necessary information such as selection of payment method and delivery address of the product.

<Functional configuration>
The 'bot display unit' 0201 is configured to display an interactive chatbot on a predetermined page regarding the supply of goods or services. The predetermined pages referred to here are web pages for supplying goods or services, i.e., pages for purchasing goods or applying for service use, as well as pages for accepting selection of goods, etc. A page associated with a specific product or service is conceivable, such as a product description page that describes the content of a product or the like. In addition, it may be any page on the website, including the cancellation page, which is a page that describes the cancellation of the product, etc., and the FAQ page, which is a page that describes FAQs related to transactions. is not done. The page on which the interactive chatbot is to be displayed can be appropriately set and changed by the provider.

The meaning of displaying an interactive chatbot "on" a predetermined page will be explained in more detail. Here, "above" refers to a configuration in which a new web page displaying an interactive chatbot is displayed so as to be superimposed on a predetermined page, and in addition, a predetermined page is displayed. Any display mode in which the display of the web page on which the interactive chatbot is displayed does not become difficult to see is included in the configuration of displaying "on a predetermined page" here. By adopting this configuration, the user can confirm the contents of each display without the trouble of switching the display on the screen one by one, and it is possible to encourage smooth information input.

By the way, if you want to provide the function, display a dialogue page, which is a web page for accepting information input by an interactive program in relation to the website on the web browser, and display the dialogue page It is conceivable to perform a process of associating the website with the above website using an iframe element of HTML. At this time, the site operator can appropriately select and designate which web page in the website is displayed when the dialog page is to be displayed. By adopting this configuration, the website operator can easily link with the chatbot display page operated by an external business operator without having to build and operate the chatbot display page themselves. This makes it possible to reduce costs in terms of human costs in terms of construction and operation.

FIG. 3B is shown here. This figure shows part of a page in which information related to inquiries, questions, and other FAQs when using the EC site shown in FIG. 3A is described. When you click the button corresponding to the question "What if you want to pause the chat?", a page 0303 for interactive communication with the chatbot is displayed on the right side of the screen so as to be superimposed on the above web page. situation is shown. In this way, the interactive chatbot is not limited to the web page 0301 related to the supply of specific goods or services, but may be configured to display an interactive chatbot on a web page that is broadly related to the supply of goods or services in general. By adopting this configuration, it is possible to provide effective means of communication corresponding to various user leads.

The 'predetermined information acquisition unit' 0202 is configured to accept input of predetermined information including identification information, which is information for identifying a user, in accordance with information output through the displayed chatbot. . The specific content of the information output through the chatbot may be the message output in response to the information input acceptance process that triggered the initial display of the chatbot. In the example shown in FIG. , in response to the display of "What if you want to pause your subscription?"

In addition to the aspects described above, chatbots are capable of outputting various types of information, given that they are interactive communication means. For example, in the case of the example of FIG. 3B described above, there may be a configuration for outputting detailed answers to the FAQ items for which selection has been accepted, or information about campaigns and presents in progress at the time, such as information about the user's There may be arrangements for outputting information related to direct or indirect benefits. By adopting this configuration, it is possible to compactly provide users with timely information for business operators.

Furthermore, here, the chatbot may be configured to output selected information in response to acceptance of input of information by the user. By outputting information corresponding to the information input by the user, it is possible to take advantage of the interactive communication of the chatbot and prepare an information providing environment that does not stress the user. Specifically, as in the example shown in FIG. 3B, when receiving the information input "Yes" in response to the information output asking for a request for temporary suspension of the subscription, the status of the subscription A configuration is conceivable in which the input of identification information for confirming is prompted. In addition, when the information input of "No" is accepted, the information having the content of providing general information about temporary suspension is output.

Thus, in order to output information corresponding to information input from the user, it is conceivable to store a predetermined scenario in advance and generate an interactive program for controlling the chatbot based on the scenario. The interactive program here is a program for executing a created scenario. It is possible to prompt the input of information through The content of the interactive program may have various effects, and it should be possible to execute processing for promoting information input by the user and avoiding withdrawal during input. Conceivable. A plurality of types of interactive programs may be prepared according to the flow line of the user, and their contents can be changed and updated as appropriate.

A technical feature of the predetermined information acquisition unit is that it receives an input of predetermined information including identification information, which is information for identifying a user. That is, it is essential to receive input of information corresponding to the information output from the chatbot described above. As explained so far, the acceptance of input of identification information can be done at any time after information is output from the chatbot. Of course, a configuration that accepts input of identification information is also conceivable.

In addition, in the case of the example using FIG. 3B, the input of the user's e-mail address is accepted as an example of the identification information. This shows how the user with "ID: A1b2c3" displayed as the logged-in user in FIG. 3A is inputting the email address registered during user registration. Acquiring it as identification information makes it possible to acquire information related to the transaction record of the user with "ID: A1b2c3" in the transaction record information acquisition unit described later.

By the way, in the above example, input of an e-mail address was accepted, but any other information registered in advance as information capable of identifying a specific user at the time of user registration can be used as identification information. Each piece of information may be used as identification information alone, or a plurality of pieces of information may be combined and used as identification information. Therefore, at the time of user registration, a question that can only be answered by the user, such as a "secret question", is linked to the answer corresponding to the question, and the answer is held as identification information. In that case, the chatbot will output the question. In addition, eKYC and other external services may be used for the purpose of avoiding automatic information input processing by robots, etc. In such cases, information resulting from the use of such external services may be used as identification information. Conceivable. By adopting a configuration that can appropriately employ such means, it is possible to improve accuracy when a person other than the supplier of the product or service performs identity verification of the user.

The 'acquisition unit for transaction record information' 0203 is configured to acquire transaction record information, which is information relating to the transaction record of the product or service of the user, using the identification information that has received the input. The information related to transaction performance referred to here must be at least information related to transaction performance related to the supply of goods or services that caused identification information to be obtained, and typically includes product purchases, subscriptions, It is conceivable that the information is related to the use of subscription-model web services. More specifically, information such as the content of the purchased product, the date and time of purchase, the status of payment, whether or not cancellation is possible, and the conditions thereof can be considered as an example of the transaction record information. Other transaction record information may include information on transactions completed in the past, or information on the transaction preparation stage before the transaction is completed.

The transaction record information acquisition unit acquires the transaction record information using the identification information, and there are various ways of using the identification information here. For example, output identification information through the API function of the web service of a business that supplies goods or services, log in to the service operated by the above business according to the output result, and supply business in relation to the service A method of acquiring the transaction record information of the user linked with the identification information managed by , or a method of outputting the identification information using the RPA function and acquiring the transaction record information are also conceivable. Including the method using these mechanisms, by using the identification information provided by the user, the user does not have to go through the process of logging in to the service where the user made the transaction, and the transaction is performed by logging in on behalf of the user. The performance information can be acquired, the burden on the user can be reduced, and the psychological burden of subsequent processing can be reduced.

The 'dialogue control unit' 0204 is configured to control the output of information through the chatbot based on the acquired transaction record information. The control here may be realized through the dialogue program described above, and the output of information using the transaction record information may be realized using a program different from the dialogue program.

FIG. 3C is shown here. This figure shows a part of the display prompting the user to input information regarding the reason for the temporary suspension of the transaction described with reference to FIGS. 3A and 3B. That is, in the figure, the magazine "ABC" entered the same information through the selection of the FAQ regarding the temporary suspension of the subscription shown in FIG. 3B and the acceptance of the input of the identification information to the chatbot A state in which information for confirming that the user is "ID: A1b2c3" who has applied for a regular subscription to is being output. As shown in the figure, there are cases where information is output such that the reason for requesting a temporary suspension of the subscription is accepted in a multiple-choice format. Subsequent processing can be performed smoothly only by selecting a reason for approximation.

In FIG. 3C, the user has checked the item "I want to resume subscription when the time comes when I want to subscribe" among the options presented by the chatbot. , control processing so that the chatbot outputs further information.

So far, the information processing system of the present invention has been described assuming the case of outputting information related to cancellation of transaction of goods or services, such as temporary suspension or cancellation of goods purchase. For this reason, for users who are conscious of canceling a transaction, in addition to outputting information to casually respond to the cancellation, information is output so that cancellation avoidance information, which is information for avoiding cancellation, is output. A configuration for controlling the is also conceivable. Specifically, information that will be used as content to appeal to users regarding the specific content, features, and appealing effects of products and services, and reports on successful experiences of other users through the use of such products and services. The information for avoiding cancellation can be output target cancellation avoidance information, such as information for the purpose of receiving the goods or services, and further information on benefits such as coupons given to the user of the product or service, and information on presents. However, since there is a possibility of causing distrust and anger of the user, it is preferable that the method of outputting the cancellation avoidance information can be appropriately adjusted based on the details of the goods and services and other circumstances.

It should be noted that the information processing system of this embodiment is not necessarily specialized for processing related to cancellation of transactions, and can of course be applied to various other transactions. For example, it is conceivable that a user who is conducting a specific transaction can apply for a present that can be applied for, or change the transaction conditions (shipping address, payment method, etc.) in an existing transaction. By making the method applicable, the user can easily proceed with processing associated with various transactions through interaction with the chatbot without having to log in to the service each time.

A 'reaction obtaining unit' 0205 is configured to obtain the user's reaction to the controlled output of information. Here, the user's reaction refers to the fact that the input of various types of information has been accepted and the contents of the information displayed on the chatbot, which has been explained so far, and the fact that the input has not been accepted, that is, the fact that the user has left the information input. It can also include facts that have been lost. "Withdrawal" here means that the subsequent information input has been abandoned. Assuming the transaction cancellation process described above, it can be evaluated that the user has withdrawn from the transaction cancellation process, that is, the user has stopped canceling the transaction. Yes, and configured to obtain various responses to enable their evaluation.

FIG. 3D is shown here. This figure is a diagram showing a part of the subsequent display of the transmission/reception result of the information related to the temporary suspension of the transaction described using FIG. 3C. In the figure, after receiving the selection input of the reason for requesting a temporary suspension of the subscription in FIG. is displayed, and the user is about to click a button labeled "pause" as a reaction corresponding to the displayed content. If the click process is accepted here, the user's reaction to the effect that the subscription to the magazine "ABC" will be suspended will be obtained. On the other hand, if a process is performed to delete the web page where the interactive display with the chatbot is displayed without clicking the above button, or the FAQ page on which the relevant page is superimposed, etc., the processing result will be displayed to the user It will be obtained as a reaction. By adopting this configuration, it is possible to acquire the user's intention regarding the transaction record without performing complicated processing such as login processing by the user, and to analyze it from various perspectives.

In addition to the functional configurations described so far, the transaction performance information, the output of information through a chatbot based on the transaction performance information, and the user's reaction to the output, Alternatively, it is conceivable to employ a configuration in which a reporting unit is further provided that displays and outputs to the user the correlation with other users' reactions regarding service transactions. In other words, it is not limited to simply analyzing the reaction of a single user from multiple perspectives, but also targets a specific product or service, targets the service as a whole, furthermore, a user group of a predetermined population, or a transaction It is also possible to comprehend and analyze the user's reaction to transaction results for a limited period of time.

FIG. 4 is shown here. The figure is a display that enables Company A, the operator of the website dealing with periodic subscriptions to magazines explained with reference to FIG. It is a figure which shows an example of a screen. In this way, the user's reaction acquired by the reaction acquisition unit is stored in association with the content of the user's reaction and the identification information of the user who is the acquisition source, and is stored in association with other users. In addition, it can be used for analysis processing, and the analysis processing result can be visibly displayed and output in various ways.

In the same figure, the number of suspensions for one month in October 2021 and the reasons for suspension are illustrated, and on the contrary, due to the output of cancellation avoidance information and other reasons, information from the user about suspension once After accepting the input, the case where the response indicating the intention to pause was not acquired as a result is visualized with a numerical value of "pause prevention rate" together with a pie chart. These pieces of information can be arbitrarily set as appropriate in a manner in which the correlation of each user's reaction can be grasped, and the display manner can also be changed. By adopting it, it becomes possible for business operators to provide information for taking various measures related to how to output chatbots, how to structure web pages, and how to provide goods or services. It will be possible to contribute to the improvement of conversion of

<Specific configuration>
FIG. 5 is shown here. This figure is a schematic diagram showing an example of a configuration when each functional configuration of the information processing system of the present embodiment is collectively realized as one piece of hardware. Each device has a "CPU" 0501, a "storage device (storage medium)" 0502, a "main memory" 0503, an "input/output interface" 0504, and a "network interface" for executing various arithmetic processing. 0507, and transmits/receives information to/from an external peripheral device such as a "display" 0505 or a "touch panel" 0506 via an input/output interface. It also transmits and receives information to and from external devices such as a "user terminal" 0508 and a "supplier server" 0509 via a network interface. The specific aspect of this network interface may be wired or wireless, and the communication method may be direct or indirect. Therefore, it is possible to adopt a form of so-called cloud computing in which information is transmitted and received between a specific external device or a user of the same device and a server managed by a third party.

Various programs as described below are stored in the storage device, and the CPU reads these various programs into the work area of the main memory, expands them, and executes them. These components are interconnected by a data communication path such as a "system bus" 0599, and perform information transmission/reception and processing (the basic configuration of the above configuration may be used by any of the other devices described below). The same is true for

(Specific configuration of the bot display section)
The bot display unit is composed of a computer program and computer hardware. Specifically, the CPU reads the "bot display program" 0520 from the storage device into the main memory and executes it, and displays the Outputs a display page of the interactive chatbot associated with the page.

(Specific Configuration of Predetermined Information Acquisition Unit)
The predetermined information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "predetermined information acquisition program" 0530 from the storage device into the main memory and executes it, and according to the information output through the displayed chatbot by executing the above-mentioned dialogue program, etc., Predetermined information including identification information, which is information for identifying a user, is input from the user terminal and stored in a predetermined address of the main memory.

(Specific configuration of transaction record information acquisition unit)
The transaction record information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "transaction record information acquisition program" 0540 from the storage device into the main memory and executes it, reads out the identification information obtained by executing the predetermined information acquisition program, and sends the same information to the supplier It outputs to a server or other computer to be managed, acquires transaction performance information, which is information relating to the transaction performance of the user's goods or services corresponding to the output result, and stores it in a predetermined address of the main memory.

(Specific configuration of dialog control unit)
The dialogue control unit is specifically composed of a computer program and computer hardware. Specifically, the CPU reads the "dialogue control program" 0550 from the storage device to the main memory and executes it, reads the transaction record information acquired by executing the transaction record information acquisition program, and based on the information, Controls the output of information through chatbots to user terminals managed by linked users.

(Specific Configuration of Reaction Acquisition Unit)
The reaction acquisition unit is specifically configured by a computer program and computer hardware. Specifically, the CPU reads the "reaction acquisition program" 0560 from the storage device into the main memory and executes it, acquires the user's reaction to the output of information controlled by the execution of the dialogue control program, and obtains the reaction. It is stored in a predetermined address of the main memory in association with the user and transaction record information.

(Specific composition of the reporting department)
When the information processing system of the present embodiment is provided with a reporting unit, the reporting unit is specifically composed of a computer program and computer hardware. Specifically, the CPU reads a "reporting program" (not shown) from the storage device into the main memory and executes it, outputs the transaction performance information and information through the chatbot based on the transaction performance information, The reaction of the user to the output is read, and using the same information, the correlation with the reaction of other users regarding transactions of similar goods or services is displayed and output to the user.

<Process flow>
FIG. 6 is a diagram showing an example of the flow of processing in the information processing system of this embodiment. The flow of processing in each figure consists of the following steps. First, in step S0601, an interactive chatbot is displayed on a predetermined page regarding the supply of goods or services (bot display step). After that, in step S0602, it is determined whether or not there is identification information or other input for the predetermined page. If the judgment result is that there is no input, the same processing is continued until there is an input.

In step S0603, according to the output of information through the chatbot displayed in the bot display step, reception of input of predetermined information including identification information that is information for identifying the user is received (predetermined information acquisition step ), in step S0604, using the input-accepted identification information, the transaction record information, which is the information on the transaction record of the user's goods or services, is acquired (transaction record information acquisition step). Then, in step S0605, the output of information through the chatbot is controlled based on the acquired transaction record information (interaction control step), and in step S0606, it is determined whether or not the user reacts to the controlled information. If the result of determination here is yes, the reaction of the user is acquired in step S0607 (reaction acquisition step). Even if the judgment result is no, the same processing is continued until the predetermined timing, and at the same timing (for example, there is no particular reaction to the information output from the bot, and the web browser display itself is canceled) After a certain timing) has passed, the process of the reaction acquisition step is performed.

Note that FIG. 7 is shown here. This figure shows an example of the flow of processing in the information processing system explained in FIG. 6 from the viewpoint of the flow of transmission and reception of information between each server and each terminal. In the figure, from the left, processing is shown in the user terminal, the information processing system of the present embodiment, and the supplier server. Incidentally, although not shown in the figure, the user terminal appropriately transmits and receives information to and from the supplier server, and performs processing for viewing and displaying a predetermined web page.

In step S0701, processing for displaying a chatbot from the information processing system to the user terminal is performed (bot display step). Receive input (predetermined information acquisition step). After that, in step S0703, in the information processing system, using the acquired identification information, information is transmitted and received with the supplier server to acquire transaction record information (transaction record information acquisition step), and in step S0704, information processing In the system, information output to the user terminal is controlled based on the acquired transaction record information (dialogue control step). After that, in step S0705, the reaction of the user at the user terminal is acquired in the information processing system (reaction acquisition step).

In the flow of processing described above, the order of processing in the reporting unit is not particularly limited. However, information that has not undergone the reaction acquisition step may not be included in the target of display output by the reporting unit.

<effect>
By using the information processing system that employs the above configuration, it is possible to present a response that smoothly and appropriately captures the user's intentions regarding the transaction results, to have the user voluntarily withdraw various intentions related to the transaction such as cancellation, Even if the contract ends in cancellation, it is possible to make it easier to grasp the cause from multiple perspectives.

<<Embodiment 2>>
<Overview>
The information processing system of this embodiment is basically the same as the technical feature of the information processing system described in Embodiment 1, but according to the reaction of the user, a predetermined A further feature is that an identifier for outputting the message of is linked.

<Functional configuration>
FIG. 8 is a diagram showing an example of functional blocks when the information processing system of this embodiment is realized by one computer (apparatus). As shown in the figure, the "information processing system" 0800 of this embodiment includes a "bot display unit" 0801, a "predetermined information acquisition unit" 0802, a "transaction record information acquisition unit" 0803, and a " It has a "dialogue control unit" 0804, a "reaction acquisition unit" 0805, and a "status assignment unit" 0806. Since the basic configuration is the same as that of the information processing system described with reference to FIG. 2 of the first embodiment, the function of the 'status assigning unit' 0806, which is the difference, will be described below.

The 'status assigning unit' 0806 is configured to associate an identifier for outputting a predetermined message to a predetermined user including the user according to the user's reaction acquired in the reaction step. The identifier here can be given in correspondence with the content, type, and other distinctions of the reaction acquired in the reaction step. It is conceivable that identifiers related to responses such as whether or not transaction history information has been changed and how it has been changed, such as "users who temporarily suspended", "users who canceled transactions", "users who refrained from canceling transactions", etc., can be linked. be done.

Here, an example of predetermined message output according to the user's reaction will be described. As mentioned above, in the case of canceling a transaction as an example, for the "suspended user", a message prompting the user to simply resume the transaction or information to the effect that a limited-time coupon will be provided is output. It is conceivable that In addition, for the "user who canceled the transaction", it is conceivable to output a message that recommends products similar to the product or service for which the transaction was made. For the "user", it is conceivable to output a message requesting an answer to a questionnaire asking the reason for not giving up, a message giving a privilege in reward for staying, or the like.

These messages are not only output to the user who acquired the reaction, but can be output to multiple users with the same identifier all at once. The timing of outputting the message may also be set as appropriate. For example, a configuration is conceivable in which the message is output at the timing when a number of identifiers exceeding a threshold has been assigned to a plurality of users within a predetermined period of time. By adopting this structure, it is possible to respond to external factors such as media introductions and business scandals, as well as time factors such as the end of the month and before payday, at the right timing according to the objective situation. A message can be output, and it can function as a measure for improving the user's satisfaction with using the service.

<Specific configuration>
The hardware configuration of each device constituting the information processing system of this embodiment is basically the same as the hardware configuration of the information processing system of the first embodiment described using FIG. Therefore, the specific processing of the "status assigning unit", which has not been described so far, will be described below.

(Specific Configuration of Status Giving Unit)
The status giving section is composed of a computer program and computer hardware. Specifically, the CPU reads out the "status granting program" from the storage device to the main memory and executes it, acquires the reaction of the user obtained by executing the reaction program, An identifier for outputting a predetermined message to the user is linked and stored at a predetermined address in the main memory.

<Process flow>
FIG. 9 is a diagram showing an example of the flow of processing in the information processing system of this embodiment. The flow of processing in each figure consists of the following steps. First, in step S0901, an interactive chatbot is displayed on a predetermined page regarding the supply of goods or services (bot display step). After that, in step S0902, it is determined whether or not there is identification information or other input for the predetermined page. If the judgment result is that there is no input, the same processing is continued until there is an input.

In step S0903, according to the output of information through the chatbot displayed in the bot display step, reception of input of predetermined information including identification information that is information for identifying the user is received (predetermined information acquisition step ), in step S0904, by using the input-accepted identification information, transaction record information, which is information relating to the user's transaction record of goods or services, is acquired (transaction record information acquisition step). Then, in step S0905, the output of information through the chatbot is controlled based on the acquired transaction record information (interaction control step), and in step S0906, it is determined whether or not the user reacts to the controlled information. If the result of determination here is yes, the reaction of the user is acquired in step S0907 (reaction acquisition step). Even if the judgment result is no, the same processing is continued until the predetermined timing, and at the same timing (for example, there is no particular reaction to the information output from the bot, and the web browser display itself is canceled) After a certain timing) has passed, the process of the reaction acquisition step is performed. Then, in step S0908, a process of giving a status according to the reaction acquired in the reaction acquisition step is performed (status imparting step).

<effect>
By using the information processing system of this embodiment, compared to the case of using the information processing system of the first embodiment, it is possible to improve the satisfaction of users in various statuses in using the service.

<<Embodiment 3>>
<Overview>
The information processing system of this embodiment is basically the same as the technical features of the information processing system described in Embodiment 1, except that the status-related It is further characterized by acquiring the reaction of the user together with the information, and performing processing for changing the transaction record of the product or service of the user based on the status-related information.

<Functional configuration>
FIG. 10 is a diagram showing an example of functional blocks when the information processing system of this embodiment is realized by one computer (apparatus). As shown in the figure, the "information processing system" 1000 of this embodiment includes a "bot display unit" 1001, a "predetermined information acquisition unit" 1002, a "transaction record information acquisition unit" 1003, and a " It has a "dialogue control section" 1004, a "reaction acquisition section" 1005, and a "status change processing section" 1006, and the reaction acquisition section further has a "result change information acquisition means" 1015. Since the basic configuration is the same as that of the information processing system described with reference to FIG. will be explained.

The 'record change information acquisition means' 1015 is configured to acquire the reaction of the user together with the status-related information, which is information regarding the status change of the transaction record of the goods or services of the user, in the reaction step. Status-related information, using the transaction cancellation example above, could be the status of a transaction that has already been accepted, such as "suspend a subscription", "cancel a product purchase", or "change a service plan". It is the information of the content which changes the content of the achievement. The status-related information may be acquired as part of the reaction by the reaction acquisition unit, or may be acquired as information separate from the reaction.

The 'status change processing unit' 1006 is configured to perform processing for changing the transaction record of the user's goods or services based on the status-related information. The process for changing the transaction results here means logging in to the supplier's service using the above-mentioned identification information and inputting information to change the transaction results according to the content of the status-related information. The processing to be performed is assumed. That is, in this case, the processing for changing the actual transaction results is performed by the server of the supplier, and the status change processing unit inputs information for prompting the processing in the server of the supplier. matter.

<Specific configuration>
The hardware configuration of each device constituting the information processing system of this embodiment is basically the same as the hardware configuration of the information processing system of the first embodiment described using FIG. Therefore, in the following, specific processing of the "result change information acquisition means" and the "status change processing section", which have not been explained so far, will be explained.

(Specific configuration of result change information acquisition means)
The performance change information acquisition means is composed of a computer program and computer hardware. Specifically, when executing the reaction program, the CPU reads out the "result change information acquisition subprogram" from the storage device into the main memory and executes it, along with the reaction of the user, the status of the transaction results of the user's goods or services. Acquire status-related information, which is information about the change, and store it at a predetermined address in the main memory.

(Specific configuration of status change processing unit)
The status change processing unit is composed of a computer program and computer hardware. Specifically, the CPU reads a "status change processing program" from the storage device into the main memory and executes it, and the result change information acquisition means Read the status-related information obtained by the execution, and perform transmission/reception processing of information for changing the transaction results of the user's goods or services linked with the status-related information with the supplier server.

<Process flow>
FIG. 11 is a diagram showing an example of the flow of processing in the information processing system of this embodiment. The flow of processing in each figure consists of the following steps. First, in step S1101, an interactive chatbot is displayed on a predetermined page regarding the supply of goods or services (bot display step). After that, in step S1102, it is determined whether or not there is identification information or other input for the predetermined page. If the judgment result is that there is no input, the same processing is continued until there is an input.

In step S1103, according to the output of information through the chatbot displayed in the bot display step, reception of input of predetermined information including identification information that is information for identifying the user is received (predetermined information acquisition step ), in step S1104, using the input-accepted identification information, transaction record information, which is information relating to the user's transaction record of goods or services, is acquired (transaction record information acquisition step). Then, in step S1105, the output of information through the chatbot is controlled based on the acquired transaction record information (interaction control step), and in step S1106, it is determined whether or not the user reacts to the controlled information. If the determination result here is yes, in step S1107, the user's reaction and status-related information, which is information on the status change of the transaction record of the user's goods or services, are acquired ( result change information acquisition step). Even if the judgment result is no, the same processing is continued until the predetermined timing, and at the same timing (for example, there is no particular reaction to the information output from the bot, and the web browser display itself is canceled) After a certain timing) has passed, the process of the reaction acquisition step is performed. Then, in step S1108, based on the status-related information, processing is performed to change the transaction record of the user's goods or services (status change processing step).

<effect>
By using the information processing system of the present embodiment, it is possible to change the transaction status without requiring the user to take special time and effort compared to the case of using the information processing system of the first or second embodiment. It will be possible to reduce or suppress further amplification of complaints and stress.

<<Embodiment 4>>
<Overview>
The information processing system of this embodiment is basically the same as the technical features of the information processing system described in Embodiment 1. However, as a user's reaction, a dialogue end request requesting the end of the dialogue with the chatbot is sent. Acquiring transaction progress information, which is information associated with the user and associated with the transaction performance information used in the interaction between the user and the chatbot, and including the progress of the transaction of goods or services, A further feature is that the dialogue end request and the transaction progress information are linked and acquired as tracking information.

<Functional configuration>
FIG. 12 is a diagram showing an example of functional blocks when the information processing system of this embodiment is realized by one computer (apparatus). As shown in the figure, the "information processing system" 1200 of this embodiment includes a "bot display unit" 1201, a "predetermined information acquisition unit" 1202, a "transaction history information acquisition unit" 1203, and a " 1204, a “reaction acquisition unit” 1205, a “transaction progress information acquisition unit” 1206, and a “tracking information acquisition unit” 1207, and the reaction acquisition unit has a “termination request acquisition unit” 1215. have more. Since the basic configuration is the same as that of the information processing system described using FIG. The function of the 'tracking information acquisition unit' 1207 will be described.

The 'acquisition means for end request' 1215 is configured to acquire a dialogue end request requesting the end of the dialogue with the chatbot as the user's reaction in the reaction acquisition unit. The specific contents of the dialog end request to be acquired may take various forms depending on the display output method of the chatbot, the configuration of a predetermined page on which the chatbot is displayed, and other factors. For example, in the content of a dialogue with a chatbot, a dialogue to the effect that "end the dialogue" is performed, and in the case where processing for ending the dialogue is performed in the chatbot, the dialogue end processing can be a dialogue end request. Also, in the case of accepting a process of deleting the display of a predetermined page so that the contents of the conversation with the chatbot up to that point are not displayed, the acceptance of the deletion process can be treated as a dialog end request. A configuration is conceivable in which one or more of these various modes are processed in advance to indicate a dialogue termination request, and the dialogue termination request is acquired when the user performs processing to prompt the processing.

Note that the dialogue end request is a request to end the dialogue as a reaction of the user. It cannot be a trigger for getting a request. In other words, the dialogue end request does not include dialogue termination processing when it is determined that the purpose of the dialogue has been completed as the content of the dialogue program with the chatbot. Specifically, in the case where a dialogue requesting cancellation of a predetermined transaction is held and the dialogue for the cancellation is completed, it can be said that the purpose of the dialogue with the chatbot has been completed. cannot be a trigger for acquisition of a dialogue termination request. Specifically, through dialogue with the chatbot, if the customer expresses his/her intention to refrain from canceling the transaction that was once about to proceed, or deletes the page display that forcibly terminates the dialogue for the cancellation. Such processing can trigger acquisition of a dialogue end request. By adopting this configuration, it is possible to grasp the user who can be evaluated as having refrained from changing the transaction record and the relevant transaction record through dialogue with the chatbot.

The 'transaction progress information acquisition unit' 1206 is information that is associated with the user and includes the progress of the transaction of goods or services related to the transaction performance information used in the dialogue between the user and the chatbot. configured to obtain transaction progress information; Proceeding a transaction related to the transaction record information means that the status of the transaction, which is the content of the transaction record information once acquired, changes toward the completion of the transaction. In the case of the example explained using This is a case where the payment confirmation information for the next month is displayed and output without the suspension processing being performed regarding the subscription transaction. In other words, the transaction progress information here can be said to be information relating to changes in information relating to a predetermined transaction in the supplier server.

In addition, as an acquisition mode of the transaction progress information in the transaction progress information acquisition unit, for example, at a predetermined timing (for example, every day, every other day, at a specific time on a specific day of the week), the above-mentioned specific user is sent to the supplier server. A configuration is conceivable in which the identification information for identification is used to log in and the transaction progress information of the user is obtained. Also, a configuration is conceivable in which input of transaction progress information is received from a user via a user terminal. Further, there may be a configuration that receives input of transaction progress information related to a transaction linked with a specific user at a predetermined timing from the supplier server. As will be described later, by using the transaction progress information, it is possible for the supplier to improve the quality of transaction results, so there may be a motivation for the supplier to output the transaction progress information. In such a case, in order to prevent the acquisition of excessive personal information, etc., as the content of the transaction progress information, the content of the transaction progress information should be as simple as "to continue the transaction." It is desirable to be By adopting this configuration, it becomes possible to deal with user concerns regarding information management.

The 'tracking information acquisition unit' 1207 is configured to link the interaction end request and the transaction progress information and acquire them as tracking information. As described above, the dialogue end request is a dialogue end request based on the user's reaction, and is information that reminds the user that the user once intended to change the transaction record has withdrawn that intention. Since such information and transaction progress information are linked, the tracking information positioned as such means that the intention to change the transaction performance was reversed through interaction with the chatbot and the transaction was continued. In particular, if the conversation with the chatbot is negative for the supplier, such as regarding the cancellation of a transaction, the acquisition of the tracking information may indicate that the above-mentioned negative situation has occurred. It reminds us that the

When tracking information is acquired, various ways of using the information are conceivable. For example, a configuration is conceivable in which incentive information, which is information relating to incentives, is output to the supplier according to the content of the tracking information. The incentive information referred to here may be information of content requesting a reward for deterring the change of the transaction record information and proceeding with the transaction. In addition, tracking information is stored, and when the information processing system of the present invention is used again for another transaction due to the relationship with the user associated with the content, the content of the tracking information is used. It is also possible to select a dialogue program for use in chatbot dialogue processing, or to change the processing method. By adopting this configuration, it is possible not only to improve the accuracy of dialogue processing in the chatbot, but also to use the improvement in accuracy to improve transaction results.

<Specific configuration>
The hardware configuration of each device constituting the information processing system of this embodiment is basically the same as the hardware configuration of the information processing system of the first embodiment described using FIG. Therefore, in the following, specific processing of the "end request acquisition means", "transaction progress information acquisition section", and "tracking information acquisition section", which have not been explained so far, will be explained.

(Specific Configuration of Termination Request Acquisition Means)
The termination request acquisition unit is composed of a computer program and computer hardware. Specifically, when executing the response acquisition program, the CPU reads out the "end request acquisition subprogram" from the storage device into the main memory and executes it, and at a predetermined timing, terminates the dialogue with the chatbot as the user's response. Acquire the requested dialogue end request and store it at a predetermined address in the main memory.

(Specific Configuration of Transaction Progress Information Acquisition Unit)
The transaction progress information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "transaction progress information acquisition program" from the storage device into the main memory and executes it, and from the user terminal, the supplier server, or other external terminal, it is linked with the user, Acquire transaction progress information, which is information including the progress of transactions of goods or services related to the transaction performance information used in the dialogue with the chatbot, and store it at a predetermined address in the main memory.

(Specific Configuration of Tracking Information Acquisition Unit)
The tracking information acquisition unit is composed of a computer program and computer hardware. Specifically, the CPU reads out the "tracking information acquisition program" from the storage device into the main memory and executes it, reads out the dialogue end request and the transaction progress information, and associates each information as tracking information. Acquire and store at a predetermined address in the main memory.

<Process flow>
FIG. 13 is a diagram showing an example of the flow of processing in the information processing system of this embodiment. The flow of processing in each figure consists of the following steps. First, in step S1301, an interactive chatbot is displayed on a predetermined page regarding the supply of goods or services (bot display step). After that, in step S1302, it is determined whether or not there is identification information or other input for the predetermined page. If the judgment result is that there is no input, the same processing is continued until there is an input.

In step S1303, in accordance with the output of information through the chatbot displayed in the bot display step, reception of input of predetermined information including identification information that is information for identifying the user is received (predetermined information acquisition step ), in step S1304, using the input-accepted identification information, transaction record information, which is information relating to the user's transaction record of goods or services, is acquired (transaction record information acquisition step). Then, in step S1305, the output of information through the chatbot is controlled based on the acquired transaction record information (interaction control step), and in step S1306, it is determined whether or not the user reacts to the controlled information. If the result of determination here is yes, the reaction of the user is acquired in step S1307 (reaction acquisition step). Even if the judgment result is no, the same processing is continued until the predetermined timing, and at the same timing (for example, there is no particular reaction to the information output from the bot, and the web browser display itself is canceled) After a certain timing) has passed, the process of the reaction acquisition step is performed.

At this time, if the user's reaction is a dialogue end request requesting the end of the dialogue with the chatbot, the dialogue end request is acquired as a reaction acquisition step of step S1307 (dialogue end request acquisition step). . Thereafter, in step S1308, acquisition of transaction progress information, which is information linked to the user and including the progress of transactions of products or services related to the transaction performance information used in the dialogue between the user and the chatbot. It is determined whether or not there is, and if the content of the determination result here is yes, transaction progress information is acquired in step S1309 (transaction progress information acquisition step). If the content is "none", the subsequent processing is not performed. Then, in step S1310, the interaction end request and the transaction progress information are linked and acquired as tracking information (tracking information acquisition step).

<effect>
By using the information processing system of this embodiment, compared with the case of using the information processing systems of Embodiments 1 to 3, it is possible to improve the accuracy of interactive processing in chatbots and also improve transaction results.

0200... Information processing system 0201... Bot display unit 0202... Predetermined information acquisition unit 0203... Transaction record information acquisition unit 0204... Dialogue control unit 0205... Reaction acquisition unit

Claims (8)

a bot display step causing an interactive chatbot to be displayed on a predetermined page relating to the supply of goods or services;
a predetermined information obtaining step of receiving an input of predetermined information including identification information, which is information for identifying a user, in accordance with information output through the displayed chatbot;
a transaction record information acquisition step of acquiring transaction record information, which is information relating to the user's transaction record of goods or services, using the identification information for which the input has been received;
a dialog control step of controlling output of information through the chatbot based on the acquired transaction performance information;
a reaction obtaining step of obtaining the user's reaction to the controlled output of information;
Information processing method that executes on a computer. 2. The information processing method according to claim 1, wherein the interaction control step further comprises a cancellation-related interaction control substep for controlling output of information relating to cancellation of transaction of goods or services by said user. 3. Information according to claim 1 or 2, further comprising a status assigning step of linking an identifier for outputting a predetermined message to a predetermined user including the user according to the user's reaction obtained in the reaction step. Processing method. The reaction acquisition step further includes a performance change information acquisition substep of acquiring the reaction of the user together with status-related information, which is information relating to a status change in the transaction performance of the product or service of the user,
a status change processing step of performing a process for changing the transaction performance of the user's goods or services based on the status-related information;
The information processing method according to any one of claims 1 to 3, further comprising: The reaction obtaining step further has a termination request obtaining substep of obtaining a dialogue termination request requesting termination of the dialogue with the chatbot as the user's reaction,
Acquisition of transaction progress information that is linked to the user and is information including the progress of the transaction of goods or services related to the transaction performance information used in the interaction between the user and the chatbot a step;
a tracking information acquisition step of linking the dialogue end request and the transaction progress information and acquiring them as tracking information;
The information processing method according to any one of claims 1 to 4, further comprising: Correlation with reactions of other users regarding transactions of the same type of goods or services by using the transaction performance information, the output of information through a chatbot based on the transaction performance information, and the user's reaction to the output 6. The information processing method according to any one of claims 1 to 5, further comprising a reporting step of displaying the relationship to the user. a bot display step causing an interactive chatbot to be displayed on a predetermined page relating to the supply of goods or services;
a predetermined information obtaining step of receiving an input of predetermined information including identification information, which is information for identifying a user, in accordance with information output through the displayed chatbot;
a transaction record information acquisition step of acquiring transaction record information, which is information relating to the user's transaction record of goods or services, using the identification information for which the input has been received;
a dialog control step of controlling output of information through the chatbot based on the acquired transaction performance information;
a reaction obtaining step of obtaining the user's reaction to the controlled output of information;
Information processing program for running on a computer. a bot display unit for displaying an interactive chatbot on a predetermined page regarding the supply of goods or services;
a predetermined information acquisition unit that receives input of predetermined information including identification information, which is information for identifying a user, in response to output of information through the displayed chatbot;
a transaction record information acquisition unit that acquires transaction record information, which is information related to the user's transaction record of goods or services, using the input-accepted identification information;
a dialog control unit that controls output of information through a chatbot based on the acquired transaction performance information;
a reaction acquisition unit that acquires the user's reaction to the controlled output of information;
An information processing system having

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