JP2023087088A - Information processing method, information processing system, and program - Google Patents

Abstract

To present a piece of knowledge that a user ought to see from among a plurality of pieces of knowledge to the user.SOLUTION: An information processing method presents an appropriate piece of knowledge data to a user from among a plurality of pieces of knowledge data stored in one or more servers. The information processing method includes: acquiring information relating to a status of the user using a processor; identifying at least one piece of knowledge data from among the plurality of pieces of knowledge data on the basis of the acquired information relating to the status of the user; and outputting information relating to the identified at least one piece of knowledge data.SELECTED DRAWING: Figure 3

Description

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

In organizational activities, the importance of sharing increasingly complex knowledge is increasing. As a technology for users who are members of an organization to find the knowledge they desire, for example, in Patent Document 1, by selecting a sales project, a highly relevant sales document is output in the next phase of sales. A technique for doing so is disclosed.

JP 2006-039691 A

However, the technique disclosed in the above-mentioned patent document is for specifying knowledge desired by the user himself/herself, and is not for specifying other knowledge that the current user should see.

Therefore, the present disclosure has been made in view of the above problems, and an object thereof is to provide an information processing method, an information processing system, and an information processing method capable of presenting to the user knowledge that the user should see among a plurality of knowledge. to provide the program.

According to the present disclosure, an information processing method for presenting appropriate knowledge data to a user from multiple pieces of knowledge data stored in one or more servers, wherein a processor obtains information about the status of the user. specifying at least one knowledge data from the plurality of knowledge data based on the obtained information about the status of the user; and outputting information about the specified at least one knowledge data; An information processing method is provided comprising:

Further, according to the present disclosure, an information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers, an acquisition unit that acquires information about the status of the user a specifying unit that specifies at least one piece of knowledge data from the plurality of pieces of knowledge data based on the information about the status of the user acquired by the acquiring unit; and at least one piece of knowledge data specified by the specifying unit. and an output control unit that outputs information about the information processing system.

Further, according to the present disclosure, a program that functions as an information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored in one or a plurality of servers, wherein the computer displays the user's status an acquisition unit that acquires information about the status of the user; an identification unit that identifies at least one knowledge data from the plurality of knowledge data based on the information regarding the status of the user that is obtained by the acquisition unit; and identification by the identification unit a program for functioning as an output control unit for outputting information about at least one piece of knowledge data that has been obtained is provided.

Advantageous Effects of Invention According to the present disclosure, it is possible to present knowledge that the user should see among a plurality of pieces of knowledge to the user.

1 is a diagram illustrating a configuration example of an information processing system 1 according to an embodiment of the present disclosure; FIG. It is a figure which shows the hardware structural example of the computer which implement|achieves the server 10 which concerns on the same embodiment. It is a figure which shows the software structural example of the server 10 which concerns on the same embodiment. It is a figure which shows an example of the content of the user data stored in user DB104 which concerns on the same embodiment. It is a figure which shows an example of the content of the knowledge data stored in knowledge DB105 which concerns on the same embodiment. It is a figure which shows an example of the content of the customer data stored in customer DB106 which concerns on the same embodiment. It is a figure which shows an example of the output display mode by the output control part 114 which concerns on the same embodiment. It is a flowchart figure concerning a series of control in the information processing system 1 which concerns on the same embodiment.

Preferred embodiments of the present disclosure will be described in detail below with reference to the accompanying drawings. In the present specification and drawings, constituent elements having substantially the same functional configuration are denoted by the same reference numerals, thereby omitting redundant description.

<Summary of this disclosure>
FIG. 1 is a diagram showing a configuration example of an information processing system 1 according to an embodiment of the present disclosure. As illustrated, an information processing system 1 according to the present embodiment includes an information processing server 10 (hereinafter referred to as server 10), user terminals 20 (20A, 20B, 20C, . . . ) and a network NW. communicatively connected via In addition, this configuration is an example, and a configuration may have other configurations or may include other configurations.

Although the network NW is assumed to be the Internet in this embodiment, it may be a network such as an on-premises network or an intranet. The network NW is constructed by, for example, a public telephone line network, a mobile phone line network, a wireless communication network, Ethernet (registered trademark), or the like.

The server 10 is, for example, a computer for managing knowledge shared in an organization such as a company or group. Such a server 10 may be managed, for example, by the above organization or by a third party that offers other knowledge management services.

Also, for example, the server 10 may be a general-purpose computer such as a workstation or personal computer, or may be logically implemented by cloud computing.

The user terminal 20 is, for example, a terminal for members (users) U1 (U1A, U1B, U1C, . . . ) belonging to an organization to access knowledge shared in the organization. For example, the user terminal 20 can be a mobile phone, smart phone, tablet computer, personal computer, or the like.

An overview of the information processing system 1 according to the present embodiment will be described. User U1 attempts to acquire knowledge stored in the database of server 10 via user terminal 20 . At that time, conventionally, the knowledge desired by the user U1 is searched by the user U1 inputting a query for finding the desired knowledge.

However, the knowledge searched by the user U1 here is what the user U1 wants to see, and is not necessarily suitable for the user U1. That is, for example, depending on the user U1's level of proficiency in the organization and the content of the task, there may be knowledge that is more suitable for the user U1 than the knowledge that the user U1 wants to see. User U1 may not be aware of such knowledge.

Therefore, the information processing system 1 according to the present embodiment uses the status of the user U1 belonging to the organization (for example, information such as the user's attribute and proficiency level, the user's knowledge usage status, etc.) in order to present the optimum knowledge. use. The user status includes information indicating what kind of situation the user U1 who belongs to the organization is in. By using this user status, it is possible to present the user U1 with appropriate knowledge that matches the situation of the user U1. For example, if the user U1 has no experience of conducting business with the customer C1, the information processing system 1 can present the user terminal 20 with information about the customer C1 and knowledge about the environment surrounding the customer C1. As a result, compared to the case where the user U1 searches for knowledge by himself/herself, it is possible for the user U1 to reliably obtain the knowledge that the user U1 should see, which is suitable for the situation in which the user U1 is placed. Details of the present embodiment will be described below.

<Hardware configuration example>
FIG. 2 is a diagram showing a hardware configuration example of a computer that implements the server 10 according to this embodiment. The computer includes at least a control unit 11, a memory 12, a storage 13, a communication unit 14, an input/output unit 15, and the like. These are electrically connected to each other through bus 16 .

The control unit 11 is an arithmetic unit that controls the overall operation of the server 10, controls transmission and reception of data between elements, executes applications, performs information processing necessary for authentication processing, and the like. For example, the control unit 11 is a processor such as a CPU (Central Processing Unit), and executes a program or the like stored in the storage 13 and developed in the memory 12 to perform each information process.

The memory 12 includes a main memory composed of a volatile memory device such as a DRAM (Dynamic Random Access Memory), and an auxiliary memory composed of a non-volatile memory device such as a flash memory or a HDD (Hard Disc Drive). . The memory 12 is used as a work area for the control unit 11, and stores a BIOS (Basic Input/Output System) executed when the server 10 is started, various setting information, and the like.

The storage 13 stores various programs such as application programs. A database storing data used for each process may be constructed in the storage 13 .

The communication unit 14 connects the server 10 to the network. The communication unit 14 is, for example, a wired LAN (Local Area Network), wireless LAN, Wi-Fi (Wireless Fidelity, registered trademark), infrared communication, Bluetooth (registered trademark), short-distance or contactless communication, or the like. Communicate with the device directly or through a network access point.

The input/output unit 15 is, for example, information input devices such as a keyboard, mouse, and touch panel, and output devices such as a display.

A bus 16 is commonly connected to the above elements and transmits, for example, address signals, data signals and various control signals.

A hardware configuration of a terminal such as a computer or a smart phone that implements the user terminal 20 according to the present embodiment is the same as the hardware configuration example of the server 10 shown in FIG. 2, and thus description thereof is omitted.

<Software configuration example>
FIG. 3 is a diagram showing a software configuration example of the server 10 according to this embodiment. The server 10 includes an acquisition unit 101 , an identification unit 102 , an output control unit 103 , a user DB (database) 104 , a knowledge DB (database) 105 and a customer DB (database) 106 . The acquisition unit 101, the identification unit 102, and the output control unit 103 can be realized by the control unit 11 reading a program stored in the storage 13 to the memory 12 and executing the program. Also, the user DB 104 , knowledge DB 105 and customer DB 106 can be implemented as part of the storage areas provided by the memory 12 and storage 13 . User DB 104, knowledge DB 105, and customer DB 106 may be implemented as part of an external storage area provided by one or more servers other than server 10. FIG.

Acquisition unit 101 has a function of acquiring information about a user's status. Information about user status is stored in the user DB 104, for example. Also, information about the user's status may be acquired from the user terminal 20 . User status is included in the user data stored in the user DB 104 .

FIG. 4 is a diagram showing an example of the contents of user data stored in the user DB 104 according to this embodiment. As shown in FIG. 4, user data 1001 according to the present embodiment may include information on user ID, user name and user status that identify user data. Information about user status may include, for example, information about user attributes, user tasks, user experience, user preferences, and user usage.

A user attribute indicates information about a user's attribute. User attributes may include, for example, the rank to which the user belongs in the organization, the department to which the user belongs, the user's occupation, and information on the user's achievements, behavior, and abilities. A user's grade is, for example, a user who indicates the level of business performance within the company. A user's job title indicates a role or authority such as chief or section manager. A user's job title indicates a specific job description, such as sales or accounting. A user's capabilities are parameters that indicate the level of mastery of the skill sets and mindsets required by the user's organization. User attributes may also include information about the user's training progress. Information regarding the progress of a user's training may include information regarding the completion of learning courses offered to the user at the organization. For example, when a learning course is composed of knowledge data stored in the knowledge DB 105, the information on training of the learning course includes information on the progress of the learning course being studied and information on the use of knowledge included in the learning course. obtain. Such user attributes can be acquired, for example, from inputs from users (including other users), other sales support services, personnel management services, and the like.

A user task indicates information related to a business task that a user is in charge of. User tasks may include one or more tasks. User tasks include current tasks and may include past or future scheduled tasks. Information about these tasks can include, for example, information about task names, business partners, business products/services, progress and success/failure, and the like. The information about the business negotiation partner may include, for example, the industry of the business negotiation destination that has received the order, the size of the interview destination industry, the business negotiation destination size, the person in charge of the business negotiation destination, and the information on the business performance with the business negotiation destination. The information on products and services for business negotiations may include, for example, information on the types, numbers, prices, etc. of products and services that have been proposed to, or have been ordered for, customers in business negotiations. Information on progress means, for example, information on progress on sales (stages such as company understanding, competition understanding, customer understanding, product explanation, hearing, proposal, closing, etc., number of sales to customers, etc.). Information about success or failure may include information about sales success or failure in past tasks. In other words, the user task information may include information on tasks in which the user failed or had difficulty in business negotiations in the past, the progress of sales, information on phases, and the like. By using such information, the user can be provided with appropriate knowledge data for overcoming the sales phase and customers that the user is not good at.

User tasks may include one or more tasks. User tasks include current tasks and may include past or future scheduled tasks. Information about these tasks can include, for example, information about task names, business partners, business products/services, progress and success/failure, and the like. The information about the business negotiation partner may include, for example, the industry of the business negotiation destination that has received the order, the size of the interview destination industry, the business negotiation destination size, the person in charge of the business negotiation destination, and the information on the business performance with the business negotiation destination. The information on products and services for business negotiations may include, for example, information on the types, numbers, prices, etc. of products and services that have been proposed to, or have been ordered for, customers in business negotiations. Information on progress means, for example, information on progress on sales (stages such as company understanding, competition understanding, customer understanding, product explanation, hearing, proposal, closing, etc., number of sales to customers, etc.). Information about success or failure may include information about sales success or failure in past tasks. In other words, the user task information may include information on tasks in which the user failed or had difficulty in business negotiations in the past, the progress of sales, information on phases, and the like. By using such information, the user can be provided with appropriate knowledge data for overcoming the sales phase and customers that the user is not good at.

The user's experience is a synthesis of the above-described user task information, and indicates information about the results and experiences of the business negotiation tasks that the user has been in charge of so far. The user's experience may include, for example, information regarding the success/failure of previously experienced business negotiations. Specifically, the user's experience includes success events and failure events in the user's customers, products, and negotiation phases, such as which industry and customer's business negotiations the user wins the most, and in which negotiation phases the user fails the most. may contain information about In addition, as will be described later, the user's experience can be associated with information on the usage status of knowledge used in each negotiation phase regarding each product of each customer. By using such information, the user can be provided with appropriate knowledge data for overcoming the sales phase and customers that the user is not good at.

The user orientation indicates information about the user's career hopes in the organization, requests for the organization, points for improvement, and the like. For example, if the user desires to manage sales in the future, rather than just practicing sales, the user orientation may include information regarding such personnel aspirations. Such information on user preferences can be obtained, for example, by conducting a questionnaire to users.

User usage indicates information about the user's use of knowledge. User usage information may include user knowledge data usage data. The usage data of knowledge data may include, for example, a history of usage such as creation, viewing, editing, bookmarking, evaluation (for example, feedback such as likes), and external sharing of knowledge data by the user. Note that when knowledge data is used for learning purposes, the information on the use of the knowledge data may include information on the user's use of the knowledge data for learning. In learning, if a learning course is constructed from multiple pieces of knowledge data, the information on the use of knowledge data is related to the user's usage status in the learning course (e.g. status of not learning, learning, learning completed, etc.) may contain information;

For example, assume that the user uses the user terminal 20 to access an interface (for example, a web browser, etc.) for knowledge sharing by the information processing system 1 . At that time, the acquiring unit 101 acquires the accessing user as an identifier and the user data corresponding to the user from the user DB 104 . Such user data includes information about the user's status.

The identifying unit 102 has a function of identifying at least one piece of knowledge data from a plurality of pieces of knowledge data based on the acquired information about the user's status. Specifically, first, the identification unit 102 accesses the knowledge DB 105 and acquires knowledge information of one or more knowledge data stored in the knowledge DB 105 . Then, the identifying unit 102 identifies knowledge information that satisfies a predetermined condition for the user's status based on the acquired information about the user's status. The specifying unit 102 specifies knowledge data having knowledge information that satisfies a predetermined condition. Specifically, the identification unit 102 can identify knowledge data in which various types of information linked to knowledge data as described below satisfy a predetermined condition identified by a user's status. Various types of information described below can be appropriately combined and used for processing by the identifying unit 102 .

FIG. 5 is a diagram showing an example of the contents of knowledge data stored in the knowledge DB 105 according to this embodiment. As shown in FIG. 5, knowledge data 1002 according to the present embodiment may include knowledge IDs that identify knowledge data, knowledge names, knowledge information, and content. Knowledge information may include, for example, knowledge attributes and knowledge usage information. These pieces of knowledge information are information used by the identifying unit 102 to identify knowledge data based on user status information and customer task information (characteristics of negotiations).

The knowledge attribute indicates information about the attribute of knowledge. Knowledge attributes may include, for example, information such as category, content type, creator/date of creation, updater/update history, related knowledge and collection department. A category is, for example, an attribute assigned to knowledge classified by product type, industry, file format of knowledge, or the like. Specifically, the category may specify which customer the knowledge is for, which products it corresponds to, and in which sales phase it should be used. The content type means, for example, a product or service corresponding to the content, the client's industry, the size of the client's industry, the size of the client's company, or the location or timing suitable for use. Such content types may include, for example, at least one of business use and learning use. Related knowledge means knowledge that is manually or automatically associated with that knowledge. The collection department indicates a department or the like that collects the knowledge data or adds the information about the content type of the knowledge attribute as described above. Knowledge attributes may also include information about spaces associated with the knowledge. A space is, for example, a division to which knowledge is assigned in each task of an organization. That is, the space, which is a knowledge attribute, indicates which work or training stage or situation the knowledge corresponds to. More specifically, when the knowledge is sales-related materials, the space is used for "understanding the company", "understanding the competition", "understanding the customer", "product description", "customer case study", "interview", "customer proposal", "closing", " It can be divided into templates, training, and the like.

The knowledge usage status indicates information on the usage of knowledge data. Information on the status of knowledge usage includes, for example, the number of views of knowledge data, the number of uses of knowledge data (usage here means practical use such as used for explanations in sales etc.), editing of knowledge data It may include the number of times, the number of bookmarks of knowledge data or the evaluation of knowledge (for example, feedback such as likes), the information of users of knowledge, or the history of use such as sharing to the outside. Also, the content means the content itself (for example, composed of text, images, moving images, sounds, etc.) included in the knowledge data. In addition, information on the use of knowledge data will be collected from customers, products, sales, etc. It may contain information associated with the phase.

The identifying unit 102 may identify at least one piece of knowledge data, for example, based on information about attributes of the user. Specifically, the identifying unit 102 may identify at least one piece of knowledge data based on the user's grade and/or occupation. By using the user's grade and occupation information, it is possible to present the user with appropriate knowledge data based on the user's position in the organization. Further, the identifying unit 102 may identify at least one piece of knowledge data according to the user's proficiency level. As a result, for example, when a user newly transferred to the sales department catches up on sales tasks, instead of being suddenly presented with sales proposal materials, materials related to the proposed client, information about competitors, etc. can be presented. In this way, the specifying unit 102 can present the knowledge that the user should see in a manner suitable for the user's situation by using the information about the user's attribute.

The identifying unit 102 may also identify at least one piece of knowledge data, for example, based on information about other users having attributes that are the same as or related to the attributes of the user. Specifically, by using the information of users who have attributes that are the same as or related to the attributes of users (attributes indicating that the user belongs to the same department as a boss, or an employee of the same period as the user, etc.) You can use knowledge data information used by users. This makes it possible to present the user with knowledge data used by other users who are in the same situation as the user.

Further, the identifying unit 102 may identify at least one piece of knowledge data using, for example, information about the user's task. Specifically, the identifying unit 102 may use information about a task related to the user's facing side (for example, a task related to a client with whom business negotiations are conducted). In this case, it is possible to present the knowledge data according to the content of the client's negotiations, the customer situation, and the like. Such information about the user's task may include information about the user's order status and the status of the order recipient, such as from which industry the user has received the order. The information on the user's task may also include information on progress in each phase of the business negotiation that the user is accepting. The information about the progress in each phase can include information about the progress of negotiations in each phase, the status of negotiations, and the like, such as a low progress rate in phase B, for example. Alternatively, the identifying unit 102 may identify knowledge data based on, for example, information on past negotiations of the user. For example, the knowledge data may be specified based on information such as the phase of negotiations that the user failed in the past, customers, products, knowledge data used, and the like. As a result, the user can be provided with knowledge data that should be used for the user to be successful in subsequent negotiations. Further, the identifying unit 102 may identify knowledge data using, for example, information related to tasks of other users. Specifically, the identifying unit 102 may identify knowledge data based on information about the usage status of knowledge data used by other users who have tasks similar to the user. Information such as the customer status and the content of business negotiations may be extracted from customer data stored in the customer DB 106, for example.

FIG. 6 is a diagram showing an example of customer data stored in the customer DB 106 according to this embodiment. As shown in FIG. 6, customer data 1003 according to this embodiment can include a customer ID, customer name, and customer information that identify customer data. Opportunity information may include, for example, customer basic information and customer task information.

Customer basic information may include information about the customer and industry, such as contact information, contact person, company person and industry/size, size of the customer's industry. Customer task information includes information of tasks for the client. The task information includes current task information and may include past or future task information. For example, the customer task information may include task name, contact person, internal contact person (user), products and services related to negotiations, progress (sales phase), and information on success or failure.

For example, the customer task information may be information associated with each negotiation. That is, a customer task may correspond to each one of the deals. For example, customer task information includes information about the phases of a deal. Also, the customer task information may include information related to knowledge data used in business negotiations and the like.

The identification unit 102 may refer to customer data to extract information about the client's situation, and identify knowledge data based on the information. This allows the user to be automatically presented with knowledge data considered to be appropriate for the client's situation. That is, the identifying unit 102 may identify knowledge data based on the negotiation information. The business negotiation information can include customer information related to business negotiations, product information related to business negotiations, and information related to phases of business negotiations. For example, the identifying unit 102 may identify knowledge data based on customer information related to business negotiations. Further, for example, the identifying unit 102 may identify knowledge data based on product information related to business negotiations. For example, the identifying unit 102 may identify knowledge data based on information about task progress (for example, the phase of negotiations). Specifically, when the progress of the task is the completion of the interview with the customer, the identifying unit 102 can identify the knowledge data to be used in the next phase of the customer interview. In addition, the identifying unit 102 may identify other knowledge data related to hearings of a customer when the user does not succeed in negotiations in a particular phase of negotiations with a particular customer. In this way, by specifying knowledge data according to the progress of tasks and phases of negotiations, it is possible to obtain knowledge data that maximizes the effectiveness of sales to clients. For example, appropriate knowledge data can be presented to the user in a business negotiation phase such as customer understanding in sales of a specific product with a certain client. In this way, it is possible to obtain appropriate knowledge data according to the phase of negotiations, even for sales to the same client.

Note that the identifying unit 102 may identify knowledge data based on customer task information (for example, information such as characteristics of business negotiations and knowledge data used in business negotiations) without using user information. In other words, the identification unit 102 may identify one or more pieces of knowledge data that match the customer task information by collating the customer task information with the attributes and usage conditions of the knowledge data. For example, the identifying unit 102 may identify the knowledge data based on at least one of the features of the negotiation, that is, the information of the customer who is the negotiation partner, the information of the product that is the target of the negotiation, and the sales phase of the negotiation. The identified knowledge data can be knowledge data that can have attributes and usage information that match the characteristics of such negotiations. As a result, it is possible to obtain appropriate knowledge data according to the situation of negotiations. In this case, the user's status information may or may not be used. When there is a plurality of pieces of customer task information, business negotiation information, and the like, the identification unit 102 may use each piece of information, combine them, and use them for identification processing.

Further, the specifying unit 102 may specify at least one piece of knowledge data based on information about user's preference. For example, if the user wishes to be transferred to the sales department, the user may receive materials related to the client to whom the proposal may be assigned in the future, materials related to products to be sold to the client, information related to competitors, etc. can be presented to In this way, the specifying unit 102 can present knowledge that the user should see according to future changes in the user's situation by using information about the user's preferences. Further, for example, in a knowledge search, the identifying unit 102 may identify knowledge data based on whether the user is searching for knowledge data for business use or for learning knowledge data. . As a result, even if the knowledge data is related to specific clients and products, it is possible to identify knowledge data suitable for the user to use for either work or learning. The specifying process by the specifying unit 102 can be performed based on, for example, information about user's intentions, search conditions, knowledge attributes, and the like.

Further, the specifying unit 102 may specify at least one piece of knowledge data based on the information regarding the usage status of the user. For example, if the user frequently uses or evaluates knowledge data related to a specific client, the specifying unit 102 may specify knowledge data related to the client that the user has not yet used. Conversely, when the user does not use knowledge data similar to the knowledge data that the user frequently uses, the identifying unit 102 may identify such knowledge data.

Further, the specifying unit 102 may specify at least one piece of knowledge data based on the usage status of a user different from the user acquired by the acquiring unit 101 . For example, when it is determined that knowledge data frequently used by another user having a similar status is not used by the user or is not used by the user, the identifying unit 102 may identify such knowledge data. This allows the user to see knowledge data that the user has overlooked.

Further, the identification unit 102 may identify the knowledge data by further using information regarding the usage status of the knowledge data in addition to the user's status. For example, the identification unit 102 may identify knowledge data that is frequently viewed by other users belonging to the sales attribute of the user, or that indicates information (evaluation information) regarding high evaluation of the knowledge data. As a result, the information processing system 1 can present to the user the knowledge data related to sales that the user should see without the user doing anything. As the information on the usage status of knowledge data, information on viewing and evaluation as shown in FIG. 5 and the like can be used. This makes it possible to provide users with more appropriate knowledge data based on the value of the knowledge data itself.

The identifying unit 102 may also identify knowledge data based on user status information and customer data. For example, if the success rate is low in a certain phase of the sales process (for example, customer proposal) as a user preference, the identifying unit 102 may identify knowledge data that indicates a tendency for a high success rate in this phase. In addition, the specifying unit 102 may specify knowledge data by appropriately combining various types of information included in user information and various types of information included in customer data. As a result, appropriate knowledge data can be obtained according to the characteristics of the user.

Further, the identifying unit 102 may identify knowledge data using information about the status of the user who made the evaluation, regarding the evaluation information attached to the knowledge data. For example, knowledge data highly evaluated by users with high sales performance is presumed to be very important knowledge data. Therefore, it is thought that such knowledge data will be used heavily by other users as well. This allows users to obtain knowledge data of higher quality.

As described above, the specifying unit 102 can specify knowledge data based on information about the user's status, thereby allowing the user to obtain knowledge data suitable for the user's situation. In addition, by using knowledge data usage status, customer data, etc., it becomes easier for the user to obtain high-quality knowledge data, and knowledge data corresponding to the client can be obtained.

Note that the identifying unit 102 may perform processing for identifying knowledge data using, for example, a machine learning model that uses information about the user's status as input data and knowledge data as output data. Such a machine learning model can be appropriately constructed using various machine learning techniques. Also, such a machine learning model can be appropriately updated by feedback based on the correctness or incorrectness of knowledge data, which is output data.

The identifying unit 102 may also identify the learning course that the user should take based on the information about the user's status. Such a learning course may consist of one or more pieces of knowledge data stored in the knowledge DB 105, as described above. Such learning course information may include learning course attributes or usage information. For example, the learning course attribute information indicates whether the learning course should be used for business negotiations for which customers, which products should be explained, or which sales phase should be used. can be information. Such information may be attached in the form of tags and categories. Also, the information on the usage status of the learning course can be information on which business negotiations with which customers the learning courses are used, which product explanations are used, or which sales phases the courses are used. The identifying unit 102 can identify the appropriate learning course for the user, for example, based on information about the user's status and information about the learning course. This makes it easy for the user to obtain an appropriate learning course for training.

The output control unit 103 has a function of outputting information about at least one specified knowledge data. For example, the output control unit 103 can output an object or the like indicating knowledge data in the interface displayed on the user terminal 20 described above.

FIG. 7 is a diagram showing an example of an output display mode by the output control unit 103 according to this embodiment. In the example shown in FIG. 7, an example of a screen 1000 of a service for sharing knowledge is displayed on the display unit D1 of the user terminal 20. FIG. The screen 1000 is composed of a main screen 1010 and a sub-screen 1020 . The main screen 1010 includes, for example, a query input form 1011 for entering text when searching for knowledge data, an upload button 1012 for uploading knowledge data, and a user button 1013 for operating information about users. , may include a knowledge data object 1014 that displays a list of knowledge data. Also, the sub-screen 1020 may include a selection screen configured with check boxes or the like for selecting categories for narrowing down knowledge data. The checkboxes may include, for example, options such as customer industry, product, industry size, customer size, sales phase, or knowledge use application.

The knowledge data specified by the specifying unit 102 is displayed in association with the knowledge data object 1014 of the screen 1000 being viewed by the user, for example. For example, selecting knowledge data object 1014 displays the associated knowledge data. Thus, the user can access the knowledge data to be viewed simply by displaying such screen 1000 . A part of the contents of the knowledge data may be displayed on the knowledge data object 1014 by tracing the knowledge data object 1014 with a mouse pointer or the like. As a result, the content of the knowledge data can be previewed without opening the knowledge data. The arrangement method of the knowledge data objects 1014 is not particularly limited. may be attached to the knowledge data object 1014, or the knowledge data object 1014 may be shown in a manner (eg, size, color, effect, etc.) that indicates that it is more important than other knowledge data. In addition, knowledge data that the user should see is displayed by the knowledge data object 1014 based on information such as negotiation information, product information, sales phase, etc. associated with the negotiation that the user is currently in charge of. good too. Also, on the screen 1000, knowledge data that the user should see is displayed by a knowledge data object 1014 based on the user's situation (for example, the success or failure of past business negotiations, sales phases in the event of success/failure, business negotiation information, etc.). may have been Such processing can be performed by the output control unit 103 .

An example of output control by the output control unit 103 is not limited to the example shown in FIG. For example, on a screen for managing individual negotiations, knowledge data specified based on the negotiation (sales) phase, customer information, product information, user information, etc. may be displayed on the screen. As a result, when conducting a business negotiation, appropriate knowledge data is preset according to the situation of the business negotiation and the user's situation, etc. Therefore, even if the user does not search for the knowledge data necessary for the business negotiation by himself/herself, the appropriate knowledge data can be obtained. can be utilized.

Further, examples of output related to knowledge output by the output control unit 103 and its output mode are not limited to the examples described above. For example, the output control unit 103 may output information related to the business negotiation agenda on the above-described business negotiation management screen. Information related to business negotiation agendas is, for example, knowledge data linked to past customer task information, etc. (including knowledge data, information on the success or failure of negotiations, etc.). In addition, the output control unit 103 may output information such as templates of emails and messages to be sent to clients after business negotiations. Such information can also be specified by the specifying unit 102 based on past customer task information and knowledge data linked to negotiations that have been held. Similarly, the output control unit 103 may output address information for a material shared with a client after a business meeting or the like when the material is stored in a cloud server or the like.

FIG. 8 is a flowchart showing a series of controls in the information processing system 1 according to this embodiment. First, when a user uses a service provided by the information processing system 1, the acquisition unit 101 acquires information about the status of the user using the service (step SQ101).

Next, the identifying unit 102 identifies knowledge data to be recommended based on the user's status (step SQ103). The identifying unit 102 identifies the knowledge data by using not only user status but also information related to knowledge data (for example, usage status), customer data, usage status of other users, attributes of other users, and the like. You may

Next, the output control unit 103 outputs the identified knowledge data to the user terminal 20 (step SQ105).

As described above, according to the information processing system 1 according to the present embodiment, at least one knowledge data to be recommended among a plurality of knowledge data stored in a server or the like is selected based on information such as user status. identify and present such knowledge data to the user. As a result, the user can obtain knowledge that the user is recommended to view based on the situation in which the user is placed, the usage status of other users' knowledge data, the status of tasks for clients and the like. Therefore, even if the user does not know much of the knowledge data stored in the server or the like, it is possible for the user to appropriately obtain the knowledge data to be viewed according to the user's situation or the like.

In addition, in the present embodiment, sales materials have been described as an example of knowledge data, but the present technology is not limited to such an example. For example, in other embodiments of the present technology, knowledge data related to personnel and education of an organization may be used as knowledge data, and materials related to all other operations related to the activities of the organization may be used as knowledge data in this technology. It is possible to For example, the task related to the user's face-to-face side may be a task related to a subject or subject of personnel evaluation, such as a superior or a subordinate, within an organization.

Further, in the present embodiment, task information such as business negotiations has been described as being managed in association with customer data in the customer DB 106, but the present technology is not limited to such an example. For example, the negotiation information may be stored as negotiation data for each negotiation in a negotiation DB (database) (not shown). In this case, as described above, the business negotiation information includes the person in charge (user) of the business negotiation, the customer of the business negotiation, the product related to the business negotiation, the phase of the business negotiation (sales), the success or failure of the business negotiation, the knowledge data used for the business negotiation, etc. can include The specifying unit 102 may specify appropriate knowledge data based on the information on the business negotiations obtained from the business negotiation DB in the same manner as described above.

Although the preferred embodiments of the present disclosure have been described in detail above with reference to the accompanying drawings, the technical scope of the present disclosure is not limited to such examples. It is obvious that those who have ordinary knowledge in the technical field of the present disclosure can conceive of various modifications or modifications within the scope of the technical idea described in the claims. is naturally within the technical scope of the present disclosure.

The devices described herein may be implemented as a single device, or may be implemented by a plurality of devices (eg, cloud servers) partially or wholly connected via a network, or the like. For example, the control unit 11 and the storage 13 of the information processing server 10 may be implemented by different servers connected to each other via a network.

The sequence of operations performed by the apparatus described herein may be implemented using software, hardware, or a combination of software and hardware. It is possible to prepare a computer program for realizing each function of the information processing server 10 according to the present embodiment and to implement it in a PC or the like. A computer-readable recording medium storing such a computer program can also be provided. The recording medium is, for example, a magnetic disk, an optical disk, a magneto-optical disk, a flash memory, or the like. Also, the above computer program may be distributed, for example, via a network without using a recording medium.

Also, the processes described with reference to flowcharts in this specification do not necessarily have to be executed in the illustrated order. Some processing steps may be performed in parallel. Also, additional processing steps may be employed, and some processing steps may be omitted.

Also, the effects described herein are merely illustrative or exemplary, and are not limiting. In other words, the technology according to the present disclosure can produce other effects that are obvious to those skilled in the art from the description of this specification in addition to or instead of the above effects.

Note that the following configuration also belongs to the technical scope of the present disclosure.
(Item 1)
An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers,
the processor
obtaining information about the user's status;
identifying at least one knowledge data from the plurality of knowledge data based on the obtained information about the status of the user;
outputting information about the identified at least one knowledge data;
Information processing method including.
(Item 2)
the user's status includes information about attributes of the user;
The information processing method according to item 1, wherein the at least one piece of knowledge data is specified based on the acquired information about the attribute of the user.
(Item 3)
3. The information processing method according to item 2, wherein the information about the attributes of the user includes information about at least one of the user's grade, department, occupation, and proficiency level.
(Item 4)
4. The information processing method according to item 2 or 3, wherein the at least one piece of knowledge data is specified based on information of another user having an attribute that is the same as or related to the attribute of the user.
(Item 5)
5. The information processing method according to any one of items 1 to 4, wherein the user's status includes information about the user's task.
(Item 6)
The information processing method according to item 5, wherein the user's task includes a task related to the user's facing side.
(Item 7)
7. The information processing method according to item 5 or 6, wherein the information on the user's task includes information on progress of the task.
(Item 8)
8. The information processing method according to any one of items 1 to 7, wherein the user's status includes information about the user's preference.
(Item 9)
9. The information processing method according to any one of items 1 to 8, wherein the user's status includes information on how the knowledge data stored in the server is used by the user.
(Item 10)
The processor
further obtain information about the usage of other users different from said user;
Identifying at least one knowledge data from the plurality of knowledge data based on the obtained information about the usage status of the other user and the status of the user;
The information processing method according to item 9.
(Item 11)
wherein the processor identifies at least one piece of knowledge data from the plurality of knowledge data by further using information about the usage status of the plurality of knowledge data stored in the server;
The information processing method according to any one of items 1 to 10.
(Item 12)
12. The information processing method according to item 11, wherein the usage status of the knowledge data includes usage status of the knowledge data by another user different from the user.
(Item 13)
13. The information processing method according to item 12, wherein the usage status of the knowledge data includes evaluation information of the knowledge data by the other users.
(Item 14)
14. The information processing method according to item 13, wherein the evaluation information for the knowledge data includes information about the status of the evaluated user.
(Item 15)
15. The information processing method according to any one of items 1 to 14, wherein the processor identifies at least one piece of knowledge data from the plurality of pieces of knowledge data based on negotiation information.
(Item 16)
The negotiation information includes at least one of customer information related to the negotiation, product information related to the negotiation, and information related to the phase of the negotiation,
The processor identifies at least one piece of knowledge data from the plurality of knowledge data based on at least one or a combination of customer information related to the business negotiation, product information related to the business negotiation, and information related to the phase of the business negotiation. 16. The information processing method according to item 15.
(Item 17)
17. The information processing method according to any one of items 1 to 16, wherein a learning course to be taken by the user is specified based on the obtained information about the user's status.
(Item 18)
18. The information processing method according to any one of items 1 to 17, wherein said knowledge data includes knowledge data relating to sales conducted by an organization owning said knowledge data and/or knowledge data relating to said organization.
(Item 19)
An information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers,
an acquisition unit that acquires information about the status of the user;
an identifying unit that identifies at least one piece of knowledge data from the plurality of knowledge data based on the information about the status of the user obtained by the obtaining unit;
an output control unit that outputs information about at least one piece of knowledge data specified by the specifying unit;
An information processing system comprising
(Item 20)
A program that functions as an information processing system that presents appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers,
the computer,
an acquisition unit that acquires information about the status of the user;
an identifying unit that identifies at least one piece of knowledge data from the plurality of knowledge data based on the information about the status of the user obtained by the obtaining unit;
an output control unit that outputs information about at least one piece of knowledge data specified by the specifying unit;
A program to function as

1 information processing system 10 information processing server 20 user terminal 101 acquisition unit 102 identification unit 103 output control unit 104 user DB
105 Knowledge DB
106 Customer database

Claims (3)

An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers,
the processor
storing opportunity information including information about the stage of the user's opportunity;
Reading the business negotiation information corresponding to the specific user for the specific user, and specifying at least one piece of knowledge data from the plurality of knowledge data based on the phase of the business negotiation related to the read business negotiation information. and,
outputting information about the identified at least one knowledge data to the specific user;
Information processing method including. An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers,
the processor
storing business negotiation information including customer information related to business negotiations of the user;
reading the business negotiation information corresponding to the specific user, and identifying at least one piece of knowledge data from the plurality of knowledge data based on the customer information related to the read business negotiation information; ,
outputting information about the identified at least one knowledge data to the specific user;
Information processing method including. An information processing method for presenting appropriate knowledge data to a user from a plurality of knowledge data stored in one or more servers,
the processor
storing business negotiation information including product information related to the user's business negotiation;
reading the business negotiation information corresponding to the specific user, and identifying at least one piece of knowledge data from the plurality of knowledge data based on the product information related to the read business negotiation information; ,
outputting information about the identified at least one knowledge data to the specific user;
Information processing method including.

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