JP2023177716A - Information processing device, information processing method, and program - Google Patents

Abstract

To provide an information processing device that appropriately promote posting on a consumer generation media.SOLUTION: In an information processing device 10, an acquisition unit 11 obtains information indicating a user's answer for a question investigation on at least either a service or product of a store. A control unit 12 transmits, to a terminal of the user, a request to post an evaluation of at least either the service or product of the store to a consumer generation media, based on the information indicating the answer which is obtained by the acquisition unit 11.SELECTED DRAWING: Figure 3

Description

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

Traditionally, consumer reviews (user-generated content) about services at stores such as restaurants and accommodation facilities, and various products sold on EC (Electronic Commerce) sites, etc., have been collected via the Internet, etc. The services provided are known. This service is also referred to as, for example, consumer-generated media. Consumer-generated media includes, for example, so-called word-of-mouth sites.

Regarding this technology, Patent Document 1 discloses a technology that allows only those who have actually used a store's products or services to post reviews.

Patent No. 6563556

However, the conventional technology has a problem in that, for example, it may not be possible to appropriately promote posting to consumer-generated media.

An object of the present disclosure is to provide technology that can appropriately promote posting to consumer-generated media.

In a first aspect of the present disclosure, an acquisition unit that acquires information indicating answers to a questionnaire survey regarding at least one of store services and products by a user; and a consumer generation An information processing device is provided that includes a control unit that transmits to the user's terminal a request to post an evaluation of at least one of the store's services and products to the media.

Further, in a second aspect of the present disclosure, information indicating answers to a questionnaire survey regarding at least one of the store's services and products by the user is acquired, and based on the acquired information, the store's response to consumer-generated media is An information processing method is provided in which a request for posting an evaluation regarding at least one of a service and a product is sent to the user's terminal.

Further, in a third aspect of the present disclosure, information indicating answers to a questionnaire survey regarding at least one of the store's services and products by the user is acquired, and based on the acquired information, the store's response to consumer-generated media is A program is provided that causes a computer to execute a process of transmitting a request for posting an evaluation regarding at least one of a service and a product to the user's terminal.

According to one aspect, postings to consumer-generated media can be appropriately promoted.

1 is a diagram illustrating a configuration example of an information processing system according to an embodiment. 1 is a diagram illustrating an example of a hardware configuration of an information processing device according to an embodiment. FIG. 1 is a diagram illustrating an example of the configuration of an information processing device according to an embodiment. FIG. 2 is a sequence diagram illustrating an example of processing of the information processing system according to the embodiment. It is a figure showing an example of information stored in user DB (database) concerning an embodiment.

The principles of the present disclosure are explained with reference to several exemplary embodiments. It is to be understood that these embodiments are described for illustrative purposes only and do not suggest limitations as to the scope of the disclosure, and to assist those skilled in the art in understanding and practicing the disclosure. The disclosure described herein may be implemented in a variety of ways other than those described below.
In the following description and claims, unless defined otherwise, all technical and scientific terms used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this disclosure belongs. has.
Embodiments of the present disclosure will be described below with reference to the drawings.

<System configuration>
With reference to FIG. 1, the configuration of an information processing system 1 according to an embodiment will be described. FIG. 1 is a diagram illustrating a configuration example of an information processing system 1 according to an embodiment. In the example of FIG. 1, the information processing system 1 includes an information processing device 10 and a consumer-generated media server 40. Further, the information processing system 1 includes a user terminal 20A, a user terminal 20B, and a user terminal 20C (hereinafter also simply referred to as "user terminal 20" if there is no need to distinguish between them). Further, the information processing system 1 includes a store terminal 30A, a store terminal 30B, and a store terminal 30C (hereinafter also simply referred to as "store terminal 30" if there is no need to distinguish between them). In the example of FIG. 1, the information processing device 10, the user terminal 20, the store terminal 30, and the consumer-generated media server 40 are connected via a network N so that they can communicate. Note that the number of information processing devices 10, user terminals 20, store terminals 30, and consumer-generated media servers 40 is not limited to the example in FIG. 1.

Examples of the network N include, for example, the Internet, a mobile communication system, a wireless LAN (Local Area Network), a LAN, and a bus. Examples of mobile communication systems include 5th generation mobile communication systems (5G), 6th generation mobile communication systems (6G, Beyond 5G), 4th generation mobile communication systems (4G), and 3rd generation mobile communication systems ( 3G) etc.

The information processing device 10 is, for example, a server, a cloud, a personal computer, a smartphone, or the like. The information processing device 10 provides services such as prompting users who are customers of the store to post to the consumer-generated media server 40, for example.

The user terminal 20 is, for example, a terminal such as a smartphone or a tablet owned by the user. The store terminal 30 is, for example, a terminal such as a POS (Point Of Sales) terminal, a personal computer, a tablet, or a smartphone installed in a physical store.

Consumer-generated media server 40 may be, for example, a server, a cloud, or other device. The consumer-generated media server 40 provides the user terminal 20 with consumer-generated media services created by user-generated content (UGC, for example, word-of-mouth), which is content generated by users (consumers). . The consumer-generated media server 40 collects text and information posted by users via, for example, word-of-mouth sites, map services, blogs, wikis, SNS (Social Networking Services), Internet bulletin boards, video sharing services, customer review sections of e-commerce sites, etc. Content such as images may also be provided. Note that below, user-generated content is also simply referred to as "word of mouth" as appropriate.

<Hardware configuration>
FIG. 2 is a diagram showing an example of the hardware configuration of the information processing device 10 according to the embodiment. In the example of FIG. 2, the information processing device 10 (computer 100) includes a processor 101, a memory 102, and a communication interface 103. These parts may be connected by a bus or the like. Memory 102 stores at least a portion of program 104. Communication interface 103 includes interfaces necessary for communication with other network elements.

When the program 104 is executed by the cooperation of the processor 101, the memory 102, etc., the computer 100 performs at least part of the processing of the embodiment of the present disclosure. Memory 102 may be of any type suitable for the local technology network. Memory 102 may be, by way of non-limiting example, a non-transitory computer-readable storage medium. Memory 102 may also be implemented using any suitable data storage technology, such as semiconductor-based memory devices, magnetic memory devices and systems, optical memory devices and systems, fixed memory and removable memory. Although only one memory 102 is shown in computer 100, there may be several physically different memory modules present in computer 100. Processor 101 may be of any type. Processor 101 may include one or more of a general purpose computer, a special purpose computer, a microprocessor, a digital signal processor (DSP), and a processor based on a multi-core processor architecture, by way of non-limiting example. Computer 100 may have multiple processors, such as application specific integrated circuit chips, that are time dependent on a clock that synchronizes the main processors.

Embodiments of the present disclosure may be implemented in hardware or special purpose circuitry, software, logic or any combination thereof. Some aspects may be implemented in hardware, while other aspects may be implemented in firmware or software that may be executed by a controller, microprocessor, or other computing device.

The present disclosure also provides at least one computer program product tangibly stored on a non-transitory computer readable storage medium. A computer program product includes computer-executable instructions, such as instructions contained in program modules, that are executed on a device on a target real or virtual processor to perform the processes or methods of the present disclosure. Program modules include routines, programs, libraries, objects, classes, components, data structures, etc. that perform particular tasks or implement particular abstract data types. The functionality of the program modules may be combined or divided among program modules as desired in various embodiments. Machine-executable instructions of program modules can be executed locally or within distributed devices. In distributed devices, program modules can be located in both local and remote storage media.

Program code for implementing the methods of this disclosure may be written in any combination of one or more programming languages. These program codes are provided to a processor or controller of a general purpose computer, special purpose computer, or other programmable data processing device. When the program code is executed by a processor or controller, the functions/acts illustrated in the flowcharts and/or implementing block diagrams are performed. Program code can run entirely on a machine, partially on a machine, as a standalone software package, partially on a machine, partially on a remote machine, or entirely on a remote machine or server. Ru.

The program can be stored and provided to a computer using various types of non-transitory computer-readable media. Non-transitory computer-readable media includes various types of tangible storage media. Examples of non-transitory computer-readable media include magnetic recording media, magneto-optical recording media, optical disk media, semiconductor memory, and the like. Magnetic recording media include, for example, flexible disks, magnetic tapes, hard disk drives, and the like. The magneto-optical recording medium includes, for example, a magneto-optical disk. Optical disc media include, for example, Blu-ray discs, CDs (Compact Discs)-ROMs (Read Only Memory), CD-Rs (Recordables), CD-RWs (ReWritables), and the like. Semiconductor memories include, for example, solid state drives, mask ROMs, PROMs (Programmable ROMs), EPROMs (Erasable PROMs), flash ROMs, RAMs (Random Access Memory), and the like. The program may also be provided to the computer on various types of temporary computer-readable media. Examples of transitory computer-readable media include electrical signals, optical signals, and electromagnetic waves. The temporary computer-readable medium can provide the program to the computer via wired communication channels, such as electrical wires and fiber optics, or wireless communication channels.

<Configuration>
Next, with reference to FIG. 3, the configuration of the information processing device 10 according to the embodiment will be described. FIG. 3 is a diagram illustrating an example of the configuration of the information processing device 10 according to the embodiment. The information processing device 10 includes an acquisition section 11, a control section 12, and a provision section 13. Each of these units may be realized by cooperation between one or more programs installed in the information processing device 10 and hardware such as the processor 101 and the memory 102 of the information processing device 10.

The acquisition unit 11 acquires information indicating answers to a survey of questions regarding at least one of services and products of a store (a physical store or a virtual store on an EC site) by a user. Based on the information acquired by the acquisition unit 11, the control unit 12 transmits to the user terminal 20 a request to post reviews of evaluations regarding at least one of the store's services and products to the consumer-generated media server 40. The providing unit 13 provides (grants) to the user a benefit according to the evaluation regarding at least one of the store's services and products, which is posted by the user to the consumer-generated media server 40 .

<Processing>
Next, an example of the processing of the information processing system 1 according to the embodiment will be described with reference to FIGS. 4 and 5. FIG. 4 is a sequence diagram showing an example of processing of the information processing system 1 according to the embodiment. FIG. 5 is a diagram showing an example of information stored in the user DB (database) 501 according to the embodiment. The following processing may be executed, for example, when a user purchases a product or the like at a store. Note that the information processing apparatus 10 may combine or replace each of the following processes as appropriate.

In step S101, the control unit 12 of the information processing device 10 refers to the user DB 501 and transmits information on an evaluation questionnaire (an example of a "questionnaire survey") regarding at least one of the store's services and products to the user terminal 20. . In the example of FIG. 5, the user DB 501 records information indicating user attributes, contact information, action history, and held benefits in association with a user ID.

The user ID is user identification information. User attributes may include, for example, the user's gender, age (age), whether the user is accompanied by children, whether the user is accompanied by a pet, and the like. Contact information may include, for example, the user's mobile phone number and email address. The behavior history is a behavior history related to consumption by the user. The behavior history may include, for example, the date and time of reservation for seats at a physical store, purchase history at the store, and the like. The purchase history at a store includes, for example, the name of the store, the amount purchased by the user at the store, the product purchased by the user at the store, and the location of the actual store, in association with the date and time when the user purchased a product or service at the store. Information such as an employee's evaluation of the user may also be included. The held privilege is a privilege granted to the user. The benefits may be, for example, points (electronic value) or coupons that are given to the user when purchasing a product at a store and can be used for discounts on subsequent payments or in exchange for prizes.

The user DB 501 may be recorded in an internal storage device of the information processing device 10, or may be recorded in an external storage device. The user ID, user attributes, and contact information recorded in the user DB 501 may be registered by the user, for example, when the user registers an account for a service provided by the information processing device 10. , the information processing device 10 may register based on answers to a questionnaire from the user.

Further, the behavior history information recorded in the user DB 501 may be registered from the user terminal 20 or the store terminal 30, or may be registered by the information processing device 10 based on the answers to a questionnaire from the user. Good too. In this case, the information included in the purchase history at the store may be, for example, information input by an employee and registered by the store terminal 30.

The information processing device 10 may, for example, transmit the URL (Uniform Resource Locator) of the questionnaire website by SMS (Short Message Service) or email. Further, the information processing device 10 may cause the user terminal 20 to read the URL from a two-dimensional code on a poster posted at a physical store. Further, the information processing device 10 may display the questionnaire information on an application installed on the user terminal 20 for payment, seat reservation, or management of held benefits (for example, points, coupons).

Subsequently, the user terminal 20 receives input of responses to the questionnaire from the user (step S102). Here, the user terminal 20 may, for example, display a questionnaire display screen based on the information received from the information processing device 10, and may accept input operations for answers to questions on the display screen.

Subsequently, the acquisition unit 11 of the information processing device 10 acquires information input by the user, such as responses to an evaluation questionnaire regarding at least one of the store's services and products (step S103). Here, the acquisition unit 11 may acquire evaluation results in a predetermined number of stages (for example, 5 stages) regarding stores and the like, for example. Further, the acquisition unit 11 may acquire the evaluation results in the form of a message (text) for a store or the like, for example.

The acquisition unit 11 also collects, for example, information indicating at least one of the amount of purchases made by the user at the store, the products purchased by the user at the store, the evaluation of the user by an employee of the physical store, and the attributes of the user. It may be acquired from the answer or user DB 501.

Next, the control unit 12 of the information processing device 10 causes the consumer-generated media server 40 to post an evaluation regarding at least one of the store's services and products based on the answers to the questionnaire acquired by the acquisition unit 11. It is determined whether or not to request the user (step S104). Here, the control unit 12 may determine to request posting, for example, when the user's satisfaction with at least one of the store's services and products is equal to or higher than a threshold. For example, the control unit 12 converts representative values (e.g., average value, median value, most frequent value) of evaluation results in a predetermined number of stages for one or more predetermined questions included in the questionnaire into a satisfaction level value. It may be determined as Further, the control unit 12 may estimate (infer) the satisfaction level by, for example, analyzing messages in response to one or more predetermined questions included in the questionnaire using AI (Artificial Intelligence) or the like.

Further, the control unit 12 may control the control unit 12, for example, when at least one of the purchase amount by the user at the store, the product purchased by the user at the store, the evaluation of the user by an employee at the physical store, and the user's attributes match a specific condition. , it may be determined that posting is requested. In this case, the control unit 12 may use, as a condition for requesting posting, for example, that the purchase amount by the user at the store is equal to or greater than a threshold value (for example, 1000 yen). Further, it may be used as a condition for requesting posting that a specific product (for example, a recommended product at the store) is included in the products purchased by the user at the store.

Further, the control unit 12 may use, for example, as a condition for requesting posting, that the evaluation of the user by an employee of the physical store is equal to or higher than a threshold value. Thereby, for example, a user who is determined by an employee to be a good customer can be requested to post. Further, the control unit 12 may use, for example, as a condition for requesting posting, that the user's attributes match a specific condition. Thereby, for example, a store can request posts from users who are its main customer group (for example, families).

Note that if it is determined in the process of step S104 that posting to the consumer-generated media server 40 is not requested, the process ends. On the other hand, if it is determined in the process of step S104 that posting to the consumer-generated media server 40 is requested, the control unit 12 of the information processing device 10 selects the content for posting based on the answers to the questionnaire input by the user. (default content, content proposal) is generated (determined) (step S105). Here, the control unit 12 may generate posting content according to the information acquired by the acquisition unit 11 using AI or the like. Thereby, for example, a message posted by a user to a word-of-mouth site or the like can be automatically generated based on the survey results, thereby reducing the user's effort when posting.

In this case, the control unit 12 may determine the writing style of the text to be generated based on attributes such as the user's gender and age. Furthermore, the control unit 12 may generate positive sentences for items for which the degree of satisfaction is equal to or higher than a threshold in the responses to the questionnaire. In this case, the control unit 12 may, for example, respond to a question regarding the store clerk's customer service with the highest rating on a five-point scale (e.g., "5" or "very satisfied"), and the control unit 12 may respond with, "The store clerk was very kind." ” etc. may be generated.

Further, the control unit 12 may generate content for posting that includes a keyword according to the information acquired by the acquisition unit 11. This increases the possibility that users will post reviews that include keywords that are useful for searching for reviews on review sites and the like.

In this case, the control unit 12 may, for example, generate content for posting that includes keywords corresponding to items for which the degree of satisfaction is equal to or higher than a threshold in the responses to the questionnaire. This increases the possibility that, for example, users who are highly satisfied with ramen's char siu will post reviews that include the keyword "char siu."

Further, the control unit 12 may generate information indicating an image to be posted according to the information acquired by the acquisition unit 11 among the one or more images taken by the user terminal 20 as the content to be posted. . In this way, for example, image candidates to be posted as word of mouth etc. can be presented to the user. In this case, the control unit 12 selects, for example, images taken at the store among images stored in the storage device of the user terminal 20 and images stored (uploaded) from the user terminal 20 in a cloud storage service or the like. Images may also be extracted. In this case, the control unit 12 determines whether the image was taken at a store based on, for example, the type of the subject estimated by image recognition, the shooting date and time, and location information included in the image metadata. You may. Then, the control unit 12 may generate content for posting including, for example, images of subjects corresponding to items for which satisfaction levels are equal to or higher than a threshold value in responses to the questionnaire. This increases the possibility that, for example, users who are highly satisfied with the char siu ramen will post reviews that include an image of "char siu".

Subsequently, the control unit 12 of the information processing device 10 transmits posting request information to the user terminal 20 (step S106). The posting request information may include, for example, the default content generated in step S104, the URL or link of the consumer-generated media server 40, a message requesting posting to the consumer-generated media, and the like.

Subsequently, the user terminal 20 displays a display screen based on the received posting request information and accepts an operation for posting from the user (step S107). Here, the user terminal 20 may receive, for example, an operation for editing (correcting) text included in the default content and a posting operation from the user. Subsequently, the user terminal 20 transmits (posts) information such as word of mouth to the consumer-generated media server 40 (step S108). This allows other users to view the reviews etc. via the Internet or the like.

Subsequently, the providing unit 13 of the information processing device 10 provides (grants) benefits to the user according to word of mouth etc. by the user (step S109). Here, the providing unit 13 may acquire information such as user word of mouth from the user terminal 20 or the consumer-generated media server 40, for example. The providing unit 13 may record the granted benefits such as points in the user DB 501 as the benefits held by the user. Further, the providing unit 13 may transmit an image of the provided coupon or the like to the user terminal 20.

Further, the providing unit 13 may, for example, estimate the value of word of mouth etc. by the user using AI or the like, and provide the user with points or the like in an amount corresponding to the estimated value. This can motivate users to post valuable reviews and the like. In this case, the providing unit 13 estimates, for example, that the more positive keywords (for example, "delicious") included in sentences such as reviews, the higher the value, and the more negative keywords, the lower the value. It's okay. Further, the providing unit 13 may be configured to receive reviews from other users on the consumer-generated media server 40 that have a high evaluation (e.g., number of "helpful", "like", "like", etc.). It may be determined that the higher the value, the higher the value.

<Modified example>
The information processing device 10 may be a device included in one housing, but the information processing device 10 of the present disclosure is not limited to this. Each part of the information processing device 10 may be realized by cloud computing configured by, for example, one or more computers. Furthermore, the information processing device 10 and at least one of the user terminal 20, the store terminal 30, and the consumer-generated media server 40 may be configured as the same information processing device. Further, at least one of the user terminal 20, the store terminal 30, and the consumer-generated media server 40 may execute at least part of the processing of each functional unit of the information processing device 10. Information processing apparatuses 10 such as these are also included in an example of the "information processing apparatus" of the present disclosure.

Note that the present invention is not limited to the above embodiments, and can be modified as appropriate without departing from the spirit.

1 Information processing system 10 Information processing device 11 Acquisition unit 12 Control unit 13 Providing unit 20 User terminal 30 Store terminal 40 Consumer-generated media server

Claims (9)

an acquisition unit that acquires information indicating answers to a survey of questions regarding at least one of the store's services and products by the user;
a control unit that transmits, to the user terminal, a request to post an evaluation of at least one of the store's services and products to consumer-generated media, based on the information acquired by the acquisition unit;
An information processing device having: The control unit transmits posting content according to the information acquired by the acquisition unit to the user's terminal.
The information processing device according to claim 1. The information processing device includes a providing unit that provides the user with a benefit according to an evaluation of at least one of the store's services and products posted by the user on the consumer-generated media.
The information processing device according to claim 1 or 2. The control unit transmits posting content including a keyword according to the information acquired by the acquisition unit to the user's terminal.
The information processing device according to claim 1 or 2. The acquisition unit acquires information indicating at least one of a purchase amount by the user at the store, a product purchased by the user at the store, an evaluation of the user by an employee of the store, and an attribute of the user. do,
The information processing device according to claim 1 or 2. The control unit transmits a request to post an evaluation regarding at least one of the store's service and product, when the user's satisfaction level regarding at least one of the store's service and product is equal to or higher than a threshold.
The information processing device according to claim 1 or 2. The control unit transmits, to the user's terminal, information indicating an image for posting according to the information acquired by the acquisition unit, among the one or more images taken by the user's terminal.
The information processing device according to claim 1 or 2. Obtaining information indicating answers to a survey of questions regarding at least one of the store's services and products by the user;
Based on the acquired information, transmitting to the user's terminal a request to post an evaluation of at least one of the store's services and products to consumer-generated media;
Information processing method. Obtaining information indicating answers to a survey of questions regarding at least one of the store's services and products by the user;
Based on the acquired information, transmitting to the user's terminal a request to post an evaluation of at least one of the store's services and products to consumer-generated media;
A program that causes a computer to perform a process.

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