JP2023107302A - Communication assistance system, communication assistance method, and communication assistance program - Google Patents

Abstract

To provide a communication assistance system, a communication assistance method and a communication assistance program with which it is possible to appropriately provide information in a manner in which the natural intent of potential customers is respected.SOLUTION: A communication assistance device 100 comprises: a storage device 101 for holding information of community participants in a network; and an arithmetic device 104 for acquiring an inquiry regarding a submission to the community by a participant from the terminal of other participants, comparing at least one of the submission and the inquiry against information of the community participants to identify an event that interests the other participants and is known to the participant, and submitting information regarding the event to the community or outputting it to the terminal of the other participants.SELECTED DRAWING: Figure 2

Description

The present invention relates to a communication support system, a communication support method, and a communication support program.

A generation (for example, the Z generation) is emerging that is naturally exposed to the Internet environment and freely uses various services such as SNS (Social Networking Service) and chat tools. And in this generation, there are many cases where the motives, means, and sense of purpose when communicating with people other than oneself are different from those of previous generations.
As a conventional technique related to communication, there has been proposed a communication support server (see Patent Document 1) that proposes disclosure of personal information that has not been disclosed in accordance with relational information between users.

This server has a personal information storage unit that stores personal information of a user, and whether or not to disclose the personal information of the first user stored in the personal information storage unit to a second user is determined by the first user. a disclosure condition determining unit that determines whether or not related information corresponding to a relationship between a user and the second user satisfies a disclosure condition; and an information disclosure proposing unit for generating proposal display information for proposing to the first user that the first user's personal information is disclosed to the second user when it is determined.

Similarly, there has also been proposed a technology (see Patent Literature 2) that multidimensionally enhances user experience by integrating social network services centering on instant messaging services.

This technology is an interface display method for providing a social network service through an anonymous-based profile performed by a user's terminal, using the first area of the first page within the interface of the instant message service. displaying a first list corresponding to a list of at least one anonymous-based chat room created by a user account of said instant messaging service using a first area of a second page within said instant messaging service interface; displaying a second list corresponding to a list of a plurality of anonymous-based profiles generated in conjunction with said second list; and displaying an interface for providing said social network service through said anonymous-based profile, wherein each of said plurality of anonymous-based profiles has an anonymous-based chat for one-to-one chat with the corresponding anonymous-based profile. Link information for joining the room is provided, and each of the at least one anonymous-based chat room is accessible via the link information provided to the corresponding anonymous-based profile, and the corresponding anonymous-based profile and The present invention relates to an interface display method for providing social network services through anonymous-based profiles, which are chat rooms for one-on-one chats.

JP 2021-86234 A JP 2021-34055 A

For people of the above generation or those who have a similar feeling, so-called push-type one-way information provision and sales activities through old platforms and means will result in products and services that are not of interest to them. It is easy to be perceived as being pushed. Therefore, not only is the provision of information and the like useless, but there is even a possibility that it may lead to a dislike of the information and services.
SUMMARY OF THE INVENTION Accordingly, it is an object of the present invention to provide a technique capable of providing appropriate information in a manner that respects the natural intentions of potential customers.

A communication support system according to the present invention for solving the above problems includes a storage device that holds information about participants of a community on a network; A process of acquiring a question from a terminal, and a process of matching at least one of the post and the question with the information to identify an event that the other participant is interested in and is known to the participant. and an arithmetic device that executes a process of posting information about the specified event to the community or outputting the information to the terminals of the other participants.
Further, in the communication support method of the present invention, the information processing device retains information about participants of a community on the network in a storage device, and the information about the contributions made by the participants to the community is shared by other participants different from the participants. a process of acquiring a question from the terminal of the participant, and comparing at least one of the post and the question with the information to identify an event that the other participant is interested in and known to the participant. and a process of posting information about the specified event to the community or outputting the information to the terminals of the other participants.

In addition, the communication support program of the present invention stores, in an information processing device that holds information about participants of a community on a network in a storage device, information about other participants different from the participant regarding posts to the community by the participant. and matching at least one of the post and the question with the information to identify an event that the other participant is interested in and is known to the participant. and a process of posting information about the specified event to the community or outputting the information to the terminal of the other participant.

According to the present invention, appropriate information can be provided in a manner that respects the natural intentions of potential customers.

It is a figure which shows the structural example of the communication support system in this embodiment. It is a figure which shows the hardware structural example of the communication assistance apparatus in this embodiment. It is a figure which shows the structural example of community management DB of this embodiment. It is a figure which shows the structural example of real experience management DB of this embodiment. It is a figure which shows the structural example of participant DB of this embodiment. It is a figure which shows the structural example of contract management DB of this embodiment. It is a figure which shows the structural example of goods DB of this embodiment. It is a figure which shows the flow example of the communication support method of this embodiment. It is a figure which shows the conceptual example of the communication assistance method in this embodiment. It is a figure which shows the flow example of the communication support method of this embodiment. It is a figure which shows the example of a dialogue scenario and the concept of a count-up in this embodiment.

<Regarding the historical background and the premise of the invention>
As various services such as SNS (Social Networking Service) develop on the Internet, a generation born with an Internet environment as a matter of course, that is, Generation Z has emerged. Therefore, it can be said that it is necessary to search for a sales form that is conscious of the Z generation, who can be a new customer base, in addition to the conventional sales form by sales staff and mail-order sites.

However, Generation Z has an awareness of JOMO (Joy Of Missing Out), and if the sales format is not in line with this awareness, it may even lead to disgust for the product or service. Therefore, in the present invention, it is possible to provide appropriate information to the above-mentioned Z generation or those who have a similar intention, respecting the consciousness in a natural way.

In order to simplify the explanation, in the present embodiment, the Z generation is taken as an example of the group of participants in the community, but it is of course not limited to this.
<Network configuration>
Embodiments of the present invention will be described in detail below with reference to the drawings. FIG. 1 is a diagram showing a configuration example of a communication support system 10 according to this embodiment. A communication support system 10 shown in FIG. 1 is a computer system capable of providing appropriate information in a form that respects the natural intentions of potential customers.

As shown in FIG. 1, the communication support system 10 of this embodiment has a configuration in which a communication support device 100, a user terminal 200, and a business operator system 400 are communicably connected via an appropriate network 1 such as the Internet. It has become. Also, the business operator system 400 can include a consultation desk terminal 300 and a person in charge terminal 450 . Therefore, all of these may be collectively referred to as the communication support system 10 .

Among the above, the communication support device 100 of the present embodiment can be assumed to be a server device that operates the website of each community in the network 1 and cooperates with the business operator system 400 that handles insurance products and the like.

The user terminal 200 is a terminal for accessing a website managed by the communication support device 100 and for posting or browsing in a desired community by the user. Specifically, smartphones, tablet terminals, personal computers, and the like can be assumed.

Also, the business operator system 300 is a system of a business operator that intends to provide its participants with products and services through the above-mentioned community. Therefore, the business operator system 300 holds and operates at least a contract management DB 325 and a product DB 326 . Details of these databases will be described later.

In addition, the consultation window terminal 350 is a window terminal opened (on the Internet) by a product or service provider for selling the product or making a contract. This consultation desk terminal 350 serves as a terminal of a person in charge who responds to questions from the participants in connection with the user terminals 200 operated by the participants of the community. Specifically, smartphones, tablet terminals, personal computers, and the like can be assumed.
<Hardware configuration>
Further, the hardware configuration of the communication support device 100 of this embodiment is shown in FIG. 2 as follows. That is, communication support device 100 includes storage device 101 , memory 103 , arithmetic device 104 , and communication device 105 .

Among them, the storage device 101 is composed of an appropriate non-volatile storage element such as an SSD (Solid State Drive) or a hard disk drive.

Also, the memory 103 is composed of a volatile memory element such as a RAM.

Arithmetic device 104 is a CPU that reads program 102 stored in storage device 101 into memory 103 and executes it, performs overall control of the device itself, and performs various determinations, calculations, and control processes.

Also, the communication device 105 is assumed to be a network interface card or the like that connects to the network 1 and performs communication processing with the user terminal 200 and the provider system 300 .

Note that the communication support device 100 of the present embodiment may further include an input device that receives key input and voice input from the user, and an output device such as a display that displays processed data.

In the storage device 101, in addition to the program 102 for implementing the functions necessary for the communication support device of this embodiment, at least a community management DB 125, an actual experience management DB 126, and a participant DB 127 are stored. . However, the details of these databases will be described later.
<Data structure example>
Next, various types of information used by the communication support device 100 of this embodiment will be described. FIG. 3 shows an example of the community management DB 125 in this embodiment. The community management DB 125 of this embodiment is a database that stores information on each community managed by the communication support device 100 .

The community management DB 125 is a collection of records in which, for example, with the community name as a key, data such as the URL of the website of the community, participant identification information, and post history of the participant are linked. .

Further, FIG. 4 shows a configuration example of the actual experience management DB 126 of this embodiment. The real-experience management DB 126 of the present embodiment is a database that obtains, stores, and manages information on events actually experienced by community participants from the user terminals 200 of the participants.

This actual experience management DB 126 is, for example, a collection of records in which data such as the content of the actual experience, the link destination, the actual experience label, and the keyword are linked with the identification information of the participant who is the information provider of the actual experience as a key. It has become.

Among these, the information of "link destination" is a link destination of information related to the product or service purchased during the actual experience. Specifically, it is possible to assume the storage location URL of the sales and contract history information of the product etc. managed by the business operator system 300 (the contract management DB 325) of the business operator (providing business operator) who provided the product etc. .

Further, the information of the "actual experience label" is a sentence extracted by the participant or the system from the description of the "actual experience content". This actual experience label is a sentence that simply indicates the actual experience. The "keyword" information is a keyword extracted by the participant or the system from the description of the "actual experience content".

Further, FIG. 5 shows a configuration example of the participant DB 127 of this embodiment. The participant DB 127 of the present embodiment is a collection of records in which data such as frequency of access to the website of the community, average stay time, number of posts, number of responses, and consent rate are associated with the participants of each community. It has become.

In addition, the above-mentioned number of responses indicates the number of responses to inquiries from other participants in response to the above-described contribution by the participant. In addition, the agreement rate indicates the rate at which the other participant showed a sense of satisfaction, that is, consent was obtained, regarding the response to the inquiry about the posting. It is possible to assume that the communication support device 100 acquires this "agreement" count by distributing a confirmation request to the other participant to the user terminal 200, or the like.

Further, FIG. 6 shows a configuration example of the contract management DB 325 of this embodiment. The contract management DB 325 of this embodiment is a database operated by the provider system 300 . The contract management DB 325 serves as a database for accumulating and managing information on closed cases relating to products and services of the business operator.

Specifically, it is a set of records in which values such as the item ID of the item closed in the item, the contractor, the date and time of the contract, and the details of the contract are linked with the item ID as a key.

Further, FIG. 7 shows a configuration example of the product DB 326 of this embodiment. The product DB 326 of the present embodiment is a database that stores and manages information on products and services handled by the business operators described above. Specifically, it is an aggregate of records in which data such as product names and product details are associated with product IDs as keys. The product IDs managed by this product DB 326 are common to the product IDs in the records of the contract management DB 325 .
<Flow example of communication support method>
The actual procedure of the communication support method according to this embodiment will be described below with reference to the drawings. Various operations corresponding to the communication support method described below are realized by a program read out to a memory or the like and executed by each device constituting the communication support system 10 . This program is composed of codes for performing various operations described below.

FIG. 8 is a diagram showing a flow example of the communication support method according to this embodiment, and FIG. 9 is a diagram showing a conceptual example of the communication support method according to this embodiment. In this case, the communication support device 100 first receives from the user terminal 200 of a participant in a certain community information about an event actually experienced by the participant (s10).

The information provided by the participants includes, for example, a community of people who have been hospitalized due to a sudden illness or injury, such as the following: It is possible to imagine the content of actual experiences such as "I felt uneasy, but after talking to my parents, I was able to pay for it with medical insurance," or information about that "medical insurance," such as "○○ life insurance's ○○ medical insurance."

Next, the communication support device 100 associates the information on the actual experience received from the user terminal 200 with the identification information of the participant and stores the information in the actual experience management DB 126 (s11).

In addition, based on the information about "medical insurance" obtained in s10, the communication support device 100, for example, searches for product introduction and contract application pages of the corresponding medical insurance on the product site of the corresponding insurance company, The URL of the relevant page is stored in the "link destination" column of the relevant record of the actual experience management DB 126 (s12).

By the processing up to this point, a new record has been generated and stored in the actual experience management DB 126 for the participant described above. Among the participants of each community, those who have had actual experiences that are likely to be helpful to other people by posting to the community shall appropriately input information on their actual experiences as described above. As a result, the actual experience management DB 126 is enriched over time.

After the actual experience is input and the actual experience management DB 126 is generated, the following processing is executed. FIG. 10 is a diagram showing a flow example of a communication support method according to this embodiment.

Here, a certain participant (that is, another participant) is added to the community of the above-mentioned participants (those who have input the information of the actual experience), that is, the community of "a person who was hospitalized due to a sudden illness or injury." operates the user terminal 200 and accesses.

The communication support device 100 distributes the posted contents of each participant posted to the community to the user terminals 200 of the other participants in a thread format, a chat format, etc., and displays them on the screen (see FIG. 9). (s100).

The other participants view the posted content displayed on the screen, and operate the user terminal 200 to post what they are interested in or concerned about in line with the purpose of this community. Upon receiving this posting operation, the user terminal 200 transmits the posted content data to the communication support apparatus 100 via the network 1 .

The communication support device 100 displays the posted content received from the user terminals 200 of the other participants on the website (s101).

In addition, the communication support device 100 stores information regarding the other participant's posting as the posting history of the other participant in the record of the community in the community management DB 125 (s102). In addition, the communication support device 100 updates each value of the frequency of access to the website of the community, the average stay time, and the number of times of posting of the other participants of the community in the participant DB 127 based on the post.

Therefore, it is assumed that a participant who has already registered real experience information in this community notices and browses the post by the above-mentioned other participant. Alternatively, the above-mentioned postings by the above-mentioned other participants may be written in response to the postings of such actual experience registered participants.

When the above-mentioned participant operates his or her own user terminal 200, browses the above-mentioned posts (that can be said to be questions or inquiries about troubles, etc.) by other participants, and recognizes that the information on his/her actual experience is likely to be useful. , Respond to the post with your own experience. An example of this response is, "After talking to my parents, I was able to cover the cost of treatment with this."

In this case, the participant's user terminal 200 transmits the above response data to the communication support device 100 .

The communication support device 100 refers to each data of the other participant's post received in s101 and the participant's response transmitted in s102, identifies a keyword commonly included in them, and uses this keyword as a key to perform the execution. A search is performed in the experience management DB 126 (s103).

In this search, a record containing the above-described keyword as a key is specified in any of the columns of "experience content", "experience label", and "keyword" in the experience management DB 126. FIG. As a result of such a search, the communication support device 100 identifies events that are of interest to the other participants and that are known to the participants, that is, actual experiences.

Subsequently, the communication support device 100 extracts from the real experience management DB 126 the information related to the real experience specified in the search in s103, and posts it to the community website or outputs it to the user terminals 200 of the other participants (s104). ).

Note that, as described above, when outputting information related to the actual experience as the identified event, the communication support device 100 reads the post of the participant in the community (in the above example, "If you consult your parents... It is preferable to output as the recommended information 500 (see FIG. 9) that is appropriately linked, such as a thread of "I was able to cover the medical expenses with this"). The recommended information 500 exemplified in FIG. 9 is a display object that includes the actual experience label value of “support with medical insurance”.

When the recommended information 500 is output, the communication support device 100 sends the product or service indicated by the recommended information 500 to the business operator system 300 of one or more providers of the product or service indicated by the recommended information 500. A request to open a consultation window is notified (s105).

On the other hand, one or a plurality of business operator systems 300 that have received the request to open a consultation desk execute processing for opening a consultation service through judgment and instructions by the person in charge of the business concerned (s106). For example, this opening process may be assumed to automatically generate a Web site that serves as the consultation desk and to publish it at a URL prepared in advance.

This website conducts communication sequentially between the above-mentioned other participants and the person in charge of the business operator, with the contract of financial products etc. as the final destination (respecting the free will of the other participants). Provide a chat function that provides an interface for

In addition, the operator system 300 asks the other participants about the necessity of providing specific information, such as actual experiences regarding the use of the above-mentioned products, etc., at the established consultation desk. Do you want to hear it?" (see Fig. 11) is posted (s107). The business operator system 300 displays an interface for describing, for example, concerns for the above-mentioned other participants who have selected "yes" here, and waits for description.

When the operator system 300 acquires the contents described in the above interface, it determines that the depth of dialogue with the other participant may be increased by one level, that is, after counting up, the general specific advice information (superficial information, not individual specific product proposals, etc.) is extracted from a pre-stored response list, or input from the person in charge of the business operator, and directed to the above-mentioned other participants It is displayed as an answer (s108).

The business operator system 300 performs a series of processes such as confirmation of necessity, receipt of an inquiry accompanying the inquiry, and response to the inquiry, each time the response to the necessity or non-necessity is received, that is, each time the count is performed, the sales procedure for the product or the like is performed. Toward the necessity confirmation, the necessity confirmation is performed step by step (s109). It should be noted that, in such count-up processing, for example, the business operator system 300 receives dialogue requests and necessity responses from other participants (for example, other A counter that counts the chances of occurrence of an event that responds by performing In addition, the value of the counter managed in this way is set for each stage in the dialogue scenario between the business operator and other participants, with the product contract procedure as the final stage (e.g., from experience stories to cooperation, general answers, Corresponding product response, proposal/estimate, contract procedure) are linked in advance.

Therefore, when such count-up continues and reaches the contract procedure stage, the business operator system 300 executes the contract procedure procedure for the product (s110), and terminates this flow. Of course, while the above-described count-up is proceeding step by step, if there is a response from the above-described other participant that the provision of information is unnecessary, this flow similarly ends.
<Others: community generation, etc.>
In the explanation so far, the community is prepared in advance, but the communication support device 100 may automatically generate it. In that case, the communication support device 100 uses the information of the participant DB 127 held in the storage device 101 to execute processing. The information is behavior histories of the participants and other participants on the website of each community of the network 1 .

The communication support device 100 is a behavior history indicated by the participant DB 127, for example, the frequency of access to a certain website (not limited to that of the community, but may include various websites open to the public on the network 1); Based on the average length of stay, the number of posts, the number of responses, and the consent rate, we identify events that have caused participants and other participants to behave beyond a certain standard.

The "event" here is, for example, a matter dealt with on the website, and can be assumed to include various things such as child-rearing, nursing care, housing loans, insurance, and retirement funds. Also, "beyond a certain standard" is assumed to be, for example, a situation in which at least one of access frequency, average length of stay, number of responses, and consent rate exceeds a certain value during a certain period of time.

Moreover, the communication support device 100 forms a community regarding the identified event. Forming a community means, for example, linking each participant (including other participants) managed by the participant DB 127 to a community corresponding to a specified event, and automatically generating a website for the community. can be assumed.

Although the best mode for carrying out the present invention has been specifically described above, the present invention is not limited to this, and can be variously modified without departing from the scope of the invention.

According to this embodiment, it is possible to appropriately provide information in a manner that respects the natural intentions of potential customers.

At least the following will be clarified by the description of this specification. That is, in the communication support system of the present embodiment, the computing device acquires, from the terminal of the participant, information on the actual experience and information on the product or service used in the actual experience as the information on the known event. and storing the information as information of the participant in the storage device, and when identifying the known event, using a keyword included in at least one of the post and the question as a key, the participation It is also possible to specify information including the keyword among the actual experience and the product or service information, which is the information of the person.

According to this, among the participants of the community, it is possible to efficiently identify the knowledge of those who have had some kind of actual experience that is useful for the community as information for other participants who are interested in the actual experience. becomes. As a result, it becomes possible to provide more appropriate information in a form that respects the natural intentions of potential customers.

Further, in the communication support system of the present embodiment, when outputting the information about the specified event, the computing device outputs as recommended information linked to the post of the participant in the community. good too.

According to this, it is possible to present the knowledge of the actual experience as described above in a form that is associated with the post that caused the other participants to become interested in the event. As a result, more appropriate information can be provided in a form that respects the natural intentions of potential customers.

Further, in the communication support system of the present embodiment, when the recommended information is output, the computing device sends a message to the other participant to the system of the provider of the product or service indicated by the recommended information. It may be configured to notify the opening of a consultation window.

According to this, it is possible to present an opportunity for a natural business activity with community participants as potential targets to the provider of products, etc., and generate an opportunity for efficiently considering the response. As a result, it becomes possible to provide more appropriate information in a form that respects the natural intentions of potential customers.

Further, in the communication support system of the present embodiment, a storage device that holds information about the product or the service, and a response from the other participant's terminal regarding necessity of information provision via the consultation desk. When repeating the process of receiving and sending the provided information entered by the person in charge of the provider according to the content of the reply to the terminal of the other participant in response to the request of the other participant, the final and a computing device that notifies the terminal of the other participant of the step-by-step confirmation of the necessity of the sales procedure of the product or the service, and the system of the provider. good too.

According to this, communication between the provider of the product, etc. and the participants who are interested in the product, etc. will naturally escalate in accordance with the intention of the participant, and it will be impossible to close the contract, etc. It is also expected that there will be no more. As a result, it becomes possible to provide more appropriate information in a form that respects the natural intentions of potential customers.

Further, in the communication support system of the present embodiment, the storage device further holds behavior histories of the participants and the other participants in the network, and the computing device, based on the behavior histories, The other participants may specify an event in which the behavior exceeds a certain standard, form a community regarding the event, and execute each of the processes with respect to the community.

According to this, even if the above-mentioned participants do not actively act, they can belong to the community in a natural manner according to their actions and thoughts. As a result, it becomes possible to provide more appropriate information in a form that respects the natural intentions of potential customers.

1 network 10 communication support system 100 communication support device 101 storage device 102 program 103 memory 104 arithmetic device 105 communication device 125 community management DB
126 Actual Experience Management DB
127 Participant DB
200 User terminal 300 Business operator system 325 Contract management DB
326 Product DB
350 Consultation desk terminal 500 Recommended information

Claims (8)

a storage device that holds information about community participants on the network;
a process of acquiring a question from a terminal of another participant different from the participant regarding a post by the participant to the community; A computing device that executes a process of identifying an event that a participant is interested in and known to the participant, and a process of posting information about the identified event to the community or outputting it to the other participant's terminal and,
A communication support system comprising an information processing device comprising: The computing device is
Acquire from the terminal of the participant, as the information on the known event, the information of the actual experience and the information of the product or service used in the actual experience, and store the information as the information of the participant in the storage device. perform further processing to
When identifying the known event, using the keyword included in at least one of the post and the question as a key, the information of the actual experience and the product or service that is the information of the participant that includes the keyword which identifies
The communication support system according to claim 1, characterized by: The computing device is
When outputting the information about the identified event, it is output as recommended information linked to the post of the participant in the community,
3. The communication support system according to claim 2, characterized by: The computing device is
Along with the output of the recommended information, the system of the provider of the product or service indicated by the recommended information is notified of a request to open a consultation desk for the other participants.
4. The communication support system according to claim 3, characterized by: a storage device that holds information about the product or the service;
Regarding the confirmation of the necessity of information provision via the consultation desk, the response of necessity is received from the terminal of the other participant, and the provided information entered by the person in charge of the provider according to the content of the response of necessity, When repeating the process of transmitting to the other participant's terminal in response to the request of the other participant, the stepwise confirmation of the necessity ultimately leads to confirmation of the necessity of the sales procedure of the product or the service. A computing device that notifies the terminals of the other participants;
5. The communication support system according to claim 4, comprising said provider's system comprising: The storage device
Further retain behavior history in the network by the participant and the other participant,
The computing device is
Based on the behavior history, identify an event in which the participant and the other participants behaved beyond a certain standard, form a community about the event, and execute each of the processes for the community. is a
The communication support system according to claim 1, characterized by: The information processing device
Holding information of community participants on the network in a storage device,
a process of acquiring a question from a terminal of another participant different from the participant regarding a post by the participant to the community; Performing a process of identifying an event that a participant is interested in and known to the participant, and a process of posting information about the identified event to the community or outputting it to the terminal of the other participant,
A communication support method characterized by: An information processing device that holds information on community participants on a network in a storage device,
a process of acquiring a question from a terminal of another participant different from the participant regarding a post by the participant to the community; A process of identifying an event that a participant is interested in and known to the participant, and a process of posting information about the identified event to the community or outputting it to the terminal of the other participant,
A communication support program characterized by executing.

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