JP7195230B2 - Notification device, notification method and notification program - Google Patents

Description

The present invention relates to a notification device, notification method, and notification program.

Communication networks have become widespread, and services through communication networks are being actively provided. For example, shopping services available online are provided. In such services, various measures are introduced in order to improve user's customer satisfaction.

For example, in electronic commerce systems via the Internet, there is known a technology that provides convenience to customers by obtaining answers to questions from experts, etc., and storing the obtained answers in a knowledge base. there is Also known is a commercial transaction intermediation system that uses a purchase indicator that indicates the willingness of a buyer to purchase in commercial transactions over a network. Also, there is known a technique of searching for information on other related products in relation to a user's inquiry about a specific product that has been put up for sale in an online shop.

Japanese Patent Application Laid-Open No. 2003-296628 Japanese Patent No. 4562205 Japanese Patent No. 5395195

However, the conventional technology described above cannot always provide useful information to the user. For example, even if a user posts a question about a product put up for sale on a network service, it is not always possible to obtain useful information from the product provider in response to the question.

The present application has been made in view of the above, and an object thereof is to provide a notification device, a notification method, and a notification program capable of providing useful information to the user.

A notification device according to the present application includes: a first reception unit that receives a question about a predetermined product handled at a shopping mall from a user via a product page of the predetermined product; a specifying unit that specifies product identification information that uniquely identifies the predetermined product, and a predetermined store that handles the product corresponding to the product identification information based on the product identification information specified by the specifying unit a notification unit that specifies a predetermined store that opens in the shopping mall and notifies the predetermined store of the question; and a plurality of questions for one product identified based on the product identification information. and a generation unit that generates content that can be individually answered by the predetermined store for each of the plurality of questions.

According to one aspect of the embodiment, there is an effect that useful information can be provided to the user.

FIG. 1 is a diagram (1) illustrating an example of information processing according to an embodiment. FIG. 2 is a diagram (2) illustrating an example of information processing according to the embodiment; FIG. 3 is a diagram (3) illustrating an example of information processing according to the embodiment; FIG. 4 is a diagram (4) illustrating an example of information processing according to the embodiment; FIG. 5 is a diagram illustrating a configuration example of an information processing system according to the embodiment; FIG. 6 is a diagram illustrating a configuration example of an information processing apparatus according to the embodiment; 7 is a diagram illustrating an example of a store information storage unit according to the embodiment; FIG. 8 is a diagram illustrating an example of a product information storage unit according to the embodiment; FIG. 9 is a diagram illustrating an example of a question information storage unit according to the embodiment; FIG. 10 is a diagram illustrating an example of an evaluation information storage unit according to the embodiment; FIG. FIG. 11 is a flowchart (1) showing a processing procedure according to the embodiment; FIG. 12 is a flowchart (2) showing a processing procedure according to the embodiment; FIG. 13 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing apparatus.

Embodiments for implementing the notification device, notification method, and notification program according to the present application (hereinafter referred to as "embodiments") will be described in detail below with reference to the drawings. Note that the notification device, notification method, and notification program according to the present application are not limited to this embodiment. Further, each embodiment can be appropriately combined within a range that does not contradict the processing contents. Also, in each of the following embodiments, the same parts are denoted by the same reference numerals, and overlapping descriptions are omitted.

[1. Example of information processing according to the embodiment]
First, an example of information processing according to the embodiment will be described with reference to FIGS. 1 to 4. FIG. FIG. 1 is a diagram (1) illustrating an example of information processing according to an embodiment. FIG. 1 illustrates an example in which information processing (notification processing, storage processing, and calculation processing) according to an embodiment is executed by an information processing device 100, which is an example of a notification device according to the present application.

An information processing apparatus 100 shown in FIG. 1 is a server apparatus operated by an administrator who manages a shopping mall on a network. The information processing apparatus 100 allows users to access content related to shopping malls (for example, websites including portal pages of shopping malls, store pages of stores that open in shopping malls, product pages of products sold by each store, etc.). provide to The information processing apparatus 100 also performs various processes in accordance with requests received from stores that open stores in the shopping mall.

A user terminal 10 shown in FIG. 1 is an information processing terminal used by a user. In the example of FIG. 1, the user terminal 10 is used by a user U01 (not shown) who is an example of a user. For example, the user terminal 10 is a smart phone or a tablet terminal. In this specification, the user terminal 10 and the user using the user terminal 10 may be regarded as the same. For example, "providing content to the user U01" actually means "providing content to the user terminal 10 used by the user U01" in some cases.

A store terminal 20 shown in FIG. 1 is an information processing terminal used by a store owner who opens a store. The store terminal 20 is, for example, a desktop PC, a notebook PC, or the like. For example, the store terminal 20 manages store sales information in the shopping mall, uploads product information handled in the store to the information processing device 100, and updates store information in the shopping mall, according to the operation of the store owner. process. In the example of FIG. 1, the store terminal 20 is operated by a store manager E01 who is an example of a store owner. In addition, in this specification, the store terminal 20 may be regarded as the same as the person in charge of the store E01 or the store who uses the store terminal 20 . For example, "to provide content to the store manager E01 (or store)" actually means "to provide the content to the store terminal 20 used by the store manager E01".

In general, a user who uses a shopping mall searches for a desired product by using a portal page of the shopping mall or the like. Here, when a product that the user wishes to purchase is retrieved, the user may wish to ask the store about the product. However, shopping malls on the network have a much larger number of stores than real shopping malls, etc., and the number of products they handle is enormous. For example, many stores sell the same item, and the user may not know which store to post the question to. Also, depending on the store, there is a possibility that the question from the user will not be answered promptly or that an appropriate answer will not be given. Therefore, even if the user asks a question to the store, it may not be possible to obtain useful information.

Therefore, the information processing apparatus 100 according to the embodiment provides useful information to the user by performing information processing described below.

Specifically, when the information processing apparatus 100 receives a question from a user regarding a predetermined product handled at a shopping mall, the information processing apparatus 100 generates product identification information that uniquely identifies the predetermined product based on the information regarding the received question. Identify. Then, the information processing apparatus 100 notifies information regarding the question to a predetermined store that opens in the shopping mall, based on the specified product identification information. As a result, the information processing apparatus 100 can quickly notify the store that handles the product that the question has been asked. In addition, when the information processing apparatus 100 receives a question about a predetermined product from the user, the information processing apparatus 100 identifies the purchase status indicating whether or not the user has already purchased the predetermined product. Then, the information processing device 100 stores the information about the question in the storage unit in association with the specified purchase status. In other words, the information processing apparatus 100 builds a database that associates the user's purchase status with questions. As a result, the information processing apparatus 100 can appropriately store an answer that matches the user's situation. Further, the information processing apparatus 100 receives a question about a predetermined product from a user, receives an answer from a predetermined store that opens, and calculates an evaluation value of the predetermined store that sent the answer based on the information about the answer. . In other words, the information processing apparatus 100 evaluates the stores according to the quality of the responses, thereby clarifying which stores in the shopping mall are the stores that give appropriate responses.

As described above, the information processing apparatus 100 according to the embodiment executes each of the above information processes so that useful information can be obtained when the user asks a question. Moreover, according to the configuration according to the embodiment, the store can serve as a place for appealing the store to users who are looking for products, so that they are motivated to actively respond. Therefore, according to the information processing apparatus 100, it is possible to prevent a situation in which a question posed by a user is not answered, and to provide many prompt and appropriate answers to the user. Hereinafter, an example of information processing according to the embodiment will be described along the flow with reference to FIGS. 1 to 4. FIG.

In the example shown in FIG. 1, the user U01 operates the user terminal 10 to access the product page of the product that the user wishes to purchase (step S10). For example, user U01 accesses the store page of store A01, which is an example of a store in a shopping mall, and further accesses product page C01 of product B01, which is an example of products handled by store A01. The information processing device 100 distributes the product page C01 according to the request from the user terminal 10 (step S12).

The product page C01 includes, for example, an image of the product B01 and a description 40 of the product B01. The information processing apparatus 100 displays the product page C01 on the user terminal 10 according to control information (eg, JAVA Script (registered trademark), a predetermined API (Application Programming Interface), etc.) included in the product page C01. to control.

When the user U01 desires to make an inquiry about the product B01 to the store A01, the user U01 touches the inquiry button 42 included in the product page C01 with the finger 90 to post the question.

When the information processing apparatus 100 detects that the inquiry button 42 has been touched, the information processing apparatus 100 controls display so that the question posting page C02 is displayed on the user terminal 10 . On the question posting page C02, the user U01 selects a button 44 for selecting his own purchase status, a pull-down 46 for selecting the category of the question, and the like. Also, the user U01 inputs a description column 48 or the like for describing the content of the question. Furthermore, the user U01 may indicate that the question may be made public to users other than himself/herself. For example, the user U01 can set his/her own question to be “public” by checking the public setting button 50 . When the input of the content of the question is completed, the user U01 touches the post button 52 to post the question (step S13).

When a question is posted by the user U01, the information processing apparatus 100 collects product identification information and the purchase status of the user based on information related to the posted question (for example, information input by the user U01 on the question posting page C02). is specified (step S14). The product identification information is information for uniquely identifying a product, such as a JAN code (Japanese Article Number).

As in the example of FIG. 1, when a question is asked via the product page C01, the information processing apparatus 100 associates the question with the product B01 displayed on the product page C01. Then, the information processing apparatus 100 identifies the product identification information related to the posted question by referring to the product identification information associated with the product B01. When a question is received without going through the product page C01, the information processing apparatus 100 retrieves the information from a database related to products exhibited at the shopping mall based on the product name, category, etc. input by the user on the question posting page C02. Product identification information may be specified.

The information processing apparatus 100 also identifies the purchase status of the product B01 of the user U01 who asked the question. This is because, in general, the tendency of questions before and after purchase of a product changes. For example, the store side can give a more appropriate answer if it can grasp whether the question was posted before the purchase of the product or posted after the purchase of the product. Therefore, the information processing apparatus 100 identifies the purchase status of the user when receiving a question so that the store can appropriately answer the question.

As in the example of FIG. 1, when a question is asked via the product page C01, the information processing apparatus 100 may associate the result of the purchase status selection button 44 selected by the user U01 with the question. good. Note that the information processing apparatus 100 refers to, for example, a shopping mall database, regardless of the selection made by the user U01, based on the purchase history indicating whether or not the user U01 has purchased the product B01 in the past. , may specify the purchase status.

In this way, the information processing apparatus 100 associates the product identification information corresponding to the posted question with the purchase status of the user. Subsequently, the information processing apparatus 100 associates the identified product identification information, the purchase status of the user, and the store to which the question was posted (the store A01 in the example of FIG. 1) to generate information about the question. Store in the storage unit (step S15).

Subsequently, the information processing apparatus 100 controls display so as to reflect the question posted by the user U01 on the product page C01 (step S16). For example, the information processing device 100 updates the product page C01 to include the content of the question received from the user terminal 10 . Then, the information processing apparatus 100 controls the user terminal 10 to display the updated product page C01. Through such control, the user terminal 10 can dynamically update the display content of the product page C01 using, for example, the control information described above (such processing is sometimes referred to as real-time web technology, etc.). .

In the updated product page C01, the question message 56 posted by the user U01 is displayed together with the description 54 of the product. The content displayed in the question message 56 is, for example, the content entered by the user U01 in the description column 48 of the question posting page C02. Also, a posting status 58 is displayed along with the question message 56 on the product page C01. The posting status 58 includes the date and time when the user U01 posted the question, and the read status such as "unread" or "read" indicating whether the question has been confirmed by the store A01. For example, when the store A01 transmits to the information processing apparatus 100 that the question message 56 has been confirmed, the display of the posting status 58 is updated from "unread" to "read".

Moreover, the question column 60 of another user may be displayed on the goods page C01. So-called Q&A, such as questions and answers about products, may be viewed and referred to by users other than the user who asked the question. Therefore, the information processing apparatus 100 can provide useful information to users other than the user who asked the question by displaying the question column 60 of another user on the product page C01. For example, the user U01 can browse the contents of the questions and answers by touching the question column of interest with the finger 90 .

Then, when receiving a question from the user U01, the information processing apparatus 100 notifies a predetermined store that the question has been posted by the user U01 (step S17). For example, when the information processing apparatus 100 receives a question via the product page C01 related to the product B01 exhibited by the store A01, the information processing device 100 notifies the store terminal 20 corresponding to the store A01. Note that the information processing apparatus 100 may notify other stores other than the store A01 in the shopping mall that sells the product B01. Further, when the information processing apparatus 100 receives a question regarding the product B01 and the store is not specified, the information processing apparatus 100 may notify a predetermined store in the shopping mall that sells the product B01. For example, the information processing apparatus 100 may notify all stores in the shopping mall that sell the product B01, or may select and notify a predetermined number of stores with higher evaluation values, which will be described later.

In the example of FIG. 1, it is assumed that the store terminal 20 corresponding to the store A01 receives the notification transmitted from the information processing device 100. FIG. In this way, the information processing apparatus 100 notifies the store A01 that the question has been posted, so that the store A01 can promptly reply to the user U01.

Next, the processing of the information processing device 100 accepting a reply from the store A01 will be described with reference to FIG. FIG. 2 is a diagram (2) illustrating an example of information processing according to the embodiment;

After confirming the question notified in step S17 in FIG. 1, the store clerk E01 transmits an answer to the information processing device 100 via the store terminal 20 (step S21). The store clerk E01 may send the reply via the product page C01, or may send the reply via a predetermined contact page for store management in the shopping mall.

When the answer is received, the information processing apparatus 100 controls to reflect the answer on the product page C01 (step S22). Specifically, the information processing apparatus 100 dynamically updates the content of the product page C01 so that the answer to the question is displayed on the product page C01. As shown in FIG. 2, a question message 62 and an answer message 64 are displayed on the updated product page C01. The content of the reply message 64 is the same as the content of the reply sent via the store terminal 20 by the store manager E01.

After confirming the reply message 64, the user U01 may send a reply to the store A01. For example, the user U01 can further send a message to the store A01 by touching the button 66 labeled "Reply". The user U01 creates a thank-you message such as "Thank you for your reply" and posts a reply (step S23).

The information processing device 100 receives the reply posted by the user U01 and notifies the store terminal 20 that the reply has been posted (step S24).

When the store manager E01 determines that the series of Q&A has been completed based on the content of the received reply, it transmits a completion status indicating that the Q&A has been completed to the information processing apparatus 100 (step S25). When the completion status is transmitted, the information processing apparatus 100 treats it as having completed the series of Q&A. Then, the information processing apparatus 100 controls display so as to reflect the completion status on the product page C01 (step S26). In this case, the product page C01 displays an indication 68 indicating that the series of Q&As has been completed. Note that even after the Q&A transitions to the completion status, the user U01 may send a request to the information processing apparatus 100 to further ask questions or reply if desired.

Next, with reference to FIG. 3, a process of generating a Q&A page for each product by the information processing apparatus 100 will be described. FIG. 3 is a diagram (3) illustrating an example of information processing according to the embodiment;

1 and 2 show an example in which the user U01 sends a question to the store A01, but as described above, the exchange of Q&A between the user and the store can be useful content for other users as well. . Therefore, the information processing apparatus 100 may generate content (for example, a web page that can be accessed in a shopping mall, etc.) in which Q&As for each product are collected based on the product identification information specified in the question. Specifically, the information processing apparatus 100 generates a Q&A page for each product associated with the questions accumulated in the storage unit (step S31).

Then, the information processing apparatus 100 provides the generated Q&A page, for example, in the shopping mall (step S32). As shown in FIG. 3, the Q&A page C05 displays a list of questions and answers regarding the product B01. Specifically, the Q&A page C05 displays a question message 70 posted by a user U02 who is an example of a user, a question message 72 posted by a user U03, and the like. For example, the user U01 viewing the Q&A page C05 can display the answer corresponding to the question message by touching the question message of interest.

Also, the information processing apparatus 100 may receive answers from various stores via the Q&A page C05. For example, when the information processing apparatus 100 generates the Q&A page C05 related to the product B01, the information processing apparatus 100 generates the Q&A page C05 for each store in the shopping mall that handles the product B01, or the question is posted on the Q&A page C05. be notified.

When receiving an answer from a predetermined store, the information processing apparatus 100 controls display so as to dynamically reflect the display of the Q&A page C05 (step S33). Specifically, the information processing apparatus 100 updates the display of the Q&A page C05 so as to display the answer received from the store.

For example, when receiving an answer to the question message 70 from the store, the information processing apparatus 100 controls to display the content of the answer together with the identification information (name, etc.) of the store that has responded. In the example of FIG. 3, the reply message 74 indicates that the store A02, which is an example of the store, sent a reply corresponding to the question message 72 to the information processing apparatus 100 at "12:00 on March 30, 2018". showing. Also, the reply message 78 indicates that the store A03, which is an example of the store, sent a reply corresponding to the question message 72 to the information processing apparatus 100 at "13:00 on March 30, 2018".

The user U01 who viewed the Q&A page C05 can contact the store that answered the question, regardless of whether the user asked the question. For example, the user U01 can make contact such as sending a message to the store A02 by touching a button 76 for sending a contact to the store A02.

As described with reference to FIGS. 1 to 3, the information processing apparatus 100 receives answers from stores to user questions. Then, the information processing apparatus 100 calculates the evaluation value of the store based on the reply received from the store. The information processing apparatus 100 also executes various information processes based on the calculated evaluation value. This point will be described with reference to FIG. FIG. 4 is a diagram (4) illustrating an example of information processing according to the embodiment;

The information processing apparatus 100 calculates the evaluation value of the store based on the answer from each store in the Q&A between the user and the store as described with reference to FIGS. 1 to 3 (step S41). Although the details will be described later, the information processing apparatus 100 calculates the evaluation value of the store based on, for example, the time until the store answers the question, the number of times the question has been answered, and the like.

Then, the information processing apparatus 100 controls display of each content so that the calculated evaluation value is reflected in various content in the shopping mall (step S42). Display example 1 shown in FIG. 4 is a Q&A page C10 regarding product B02. Q&A page C10 shows an example in which an unspecified number of stores respond to a question message 80 posted by user U04. In this example, the store A01 is assumed to be a store with a higher evaluation value than the other stores.

At this time, the information processing apparatus 100 controls to display the mark 84 indicating a relatively high evaluation value on the Q&A page C10 together with the reply message 82 posted by the store A01. On the other hand, the information processing apparatus 100 controls not to display the mark 84 in the reply message 86 posted by the store A04.

With this display, the user who browsed the Q&A page C10 can evaluate the store A01's answers, such as that the store A01 is more positive about answers than other stores, or that the store A01 is a store that gives appropriate answers. can be learned. In other words, the information processing apparatus 100 can indicate to the user that the store A01 is a trustworthy store by labeling the store A01 as highly rated.

Display example 2 shown in FIG. 4 is the search result page C11 displayed when the user searches for the product B02 in the shopping mall. As shown in Display Example 2, the information processing apparatus 100 displays a mark 88 indicating that the evaluation value of the store A01 is relatively high when displaying a list of stores handling the product B02 on the search result page C11. Note that the information processing apparatus 100 may not only display the mark 88, but also perform various processes according to the evaluation value. For example, when the product B02 is searched by the user, the information processing apparatus 100 adjusts the score calculation related to the search so that the store A01 is displayed at the top of the search results among the stores handling the product B02. processing may be performed.

As described with reference to FIGS. 1 to 4, the information processing apparatus 100 according to the embodiment receives questions from users regarding predetermined products handled at shopping malls. The information processing apparatus 100 also identifies product identification information that uniquely identifies a predetermined product based on the information regarding the received question. Then, the information processing apparatus 100 notifies information regarding the question to a predetermined store that opens in the shopping mall, based on the specified product identification information.

In this way, the information processing apparatus 100 according to the embodiment can reliably notify the store that handles the product corresponding to the question that the question has been posted by the user. As a result, the information processing apparatus 100 can improve the answer rate of the store's response to the question. For example, according to the information processing apparatus 100, it is possible to avoid situations that are undesirable for the user, such as no response to a question.

Further, the information processing apparatus 100 according to the embodiment receives an answer to the received question from a predetermined store opened in the shopping mall. Then, the information processing apparatus 100 calculates the evaluation value of the predetermined store that sent the reply, based on the information about the received reply.

In this way, the information processing apparatus 100 according to the embodiment can motivate the store to respond by evaluating the store based on the responses. With such a configuration as well, the information processing apparatus 100 can improve the response rate of the store to the question.

Further, the information processing apparatus 100 according to the embodiment identifies purchase status indicating whether or not the user has already purchased a predetermined product based on the received question. Then, the information processing device 100 stores the information about the question in the storage unit in association with the specified purchase status.

In this way, the information processing apparatus 100 according to the embodiment stores the question in association with the purchase status of the user who asked the question. As a result, the store can refer to the purchase status of the user, so that the store can give an appropriate answer according to the user's status. That is, the information processing apparatus 100 can provide useful information to the user through each of the information processes described above.

Hereinafter, the configuration and the like of the information processing system 1 including the information processing apparatus 100 that performs the information processing described with reference to FIGS. 1 to 4 will be described in detail.

[2. Configuration of information processing system]
Next, the configuration of the information processing system 1 including the information processing device 100 according to the embodiment will be described using FIG. FIG. 5 is a diagram showing a configuration example of the information processing system 1 according to the embodiment. As illustrated in FIG. 5, the information processing system 1 according to the embodiment includes a user terminal 10, a store terminal 20, and an information processing device 100. FIG. These various devices are communicably connected via a network N (for example, the Internet) by wire or wirelessly. Note that the number of devices included in the information processing system 1 shown in FIG. 5 is not limited to the illustrated one. For example, the information processing system 1 may include a plurality of user terminals 10 and the like.

The user terminal 10 is, for example, a smart phone, a desktop PC (Personal Computer), a notebook PC, a tablet terminal, a mobile phone, a PDA (Personal Digital Assistant), an information processing device such as a wearable device (Wearable Device). is. The user terminal 10 acquires content related to the shopping mall by accessing the information processing device 100 according to the user's operation. The user terminal 10 then displays the acquired content on a display device (for example, a liquid crystal display).

The store terminal 20 is an information processing terminal used by a store owner who opens a store. The store terminal 20 is, for example, a desktop PC, a notebook PC, or the like. The store terminal 20 uploads product information to the information processing device 100 and posts answers to questions posted by users in accordance with operations of a store owner (store manager) who opens a store in the shopping mall.

The information processing device 100 is a server device that provides content related to shopping malls. For example, the information processing apparatus 100 provides a product page including introduction of products exhibited by each store and sales information. The information processing apparatus 100 also provides content that displays questions received from users, such as product pages and Q&A pages. The information processing apparatus 100 also provides various contents such as a shopping mall portal page and a product search page.

Note that the content distributed by the information processing apparatus 100 may include a recommendation frame and an advertising space for displaying recommendations and advertisements. The content including the recommendation frame and the advertisement frame includes an acquisition command for acquiring the recommendation and advertisement to be displayed in the frame. For example, in an HTML (HyperText Markup Language) file or the like that forms content, the URL of a server that distributes advertisements and recommendations is described as an acquisition command. In this case, the user terminal 10 receives recommendations and advertisements from a predetermined server by accessing URLs described in HTML files and the like.

Further, the information processing apparatus 100 executes each information processing described with reference to FIGS. 1 to 4. FIG. Through such processing, the information processing apparatus 100 provides useful information to the user who asked the question and the user who uses the shopping mall.

[3. Configuration of Information Processing Device]
Next, the configuration of the information processing apparatus 100 according to the embodiment will be described using FIG. FIG. 6 is a diagram illustrating a configuration example of the information processing apparatus 100 according to the embodiment. As shown in FIG. 6, the information processing apparatus 100 has a communication section 110, a storage section 120, and a control section . Note that the information processing apparatus 100 includes an input unit (for example, a keyboard, a mouse, etc.) that receives various operations from an administrator or the like who uses the information processing apparatus 100, and a display unit (for example, a liquid crystal display, etc.) for displaying various information. ).

(Regarding communication unit 110)
The communication unit 110 is realized by, for example, a NIC (Network Interface Card) or the like. The communication unit 110 is connected to the network N by wire or wirelessly, and transmits and receives information to and from the user terminal 10, the store terminal 20, and the like via the network N.

(Regarding storage unit 120)
The storage unit 120 is realized by, for example, a semiconductor memory device such as a RAM (Random Access Memory) or flash memory, or a storage device such as a hard disk or an optical disk. Storage unit 120 has store information storage unit 121 , product information storage unit 122 , question information storage unit 123 , and evaluation information storage unit 124 .

(Regarding store information storage unit 121)
The store information storage unit 121 stores information about stores that open in shopping malls. FIG. 7 shows an example of the store information storage unit 121 according to the embodiment. FIG. 7 is a diagram showing an example of the store information storage unit 121 according to the embodiment. In the example shown in FIG. 7, the store information storage unit 121 has items such as "store ID", "store owner ID", "merchandise information", "purchase history information", and "business day information".

"Store ID" indicates identification information for identifying a store. "Store owner ID" indicates identification information for identifying a store owner who opens a store. The shop owner ID may be read as a store account issued by the shopping mall to the store. In this specification, identification information such as that shown in FIG. 7 may be used as a reference code. For example, the store identified by the store ID "A01" may be referred to as "store A01".

"Product information" indicates information on products handled in the store. In the example shown in FIG. 7, the product information is represented by a concept such as "F01", but in reality, the item of product information includes the name and price of each product uploaded from the store, Concrete information such as product category is stored. The product information may also include the number of sales of each product, the inventory status indicating whether or not the store has inventory, and the like. In addition, when uploading product information to the shopping mall, the store gives product identification information to each product. The product identification information is, for example, a JAN code.

"Purchase history information" indicates information about the user's purchase history for the store. In the example shown in FIG. 7, the purchase history information is indicated by a concept such as "G01", but in reality, items of the purchase history information include the item purchased, the user who made the purchase, the date and time of purchase, and the date and time of purchase. and other specific information is stored.

Although illustration in FIG. 7 is omitted, the information processing apparatus 100 provides user ID, which is identification information for identifying the user, user attribute information, usage in the shopping mall of each user, for the user who purchased the product. It is assumed that the history and the like are held as a database. The attribute information includes information such as the user's age, gender, place of residence, user rank in the shopping mall (for example, membership type set according to the amount of money purchased at the shopping mall during the year, or whether it is a paid member). included. Items in the usage history include product information of products purchased by the user (for example, product name, category, price, etc.), product information of products viewed by the user at the shopping mall, information of advertisements clicked by the user, contains information on stores frequently visited by

"Business day information" indicates information on business days of the store. In the example shown in FIG. 7, the business day information is represented by a concept such as "X01", but in reality, the business day information items include the day of the week and date registered as the business day of the store, Specific information such as time is stored.

That is, the example data shown in FIG. 7 indicates that the store A01 identified by the store ID "A01" is managed by the store owner identified by the store owner ID "E01". Also, the product information of the product handled by the store A01 is "F01", the purchase history information is "G01", and the business day information is "X01".

Although not shown in FIG. 7, the store information storage unit 121 may further store various information and settings related to the store. For example, the store information storage unit 121 may store categories of products mainly handled by the store. For example, the store owner notifies the information processing apparatus 100 of the category of products handled in the store, and registers the category. For example, if the question received from the user includes information such as designation of a product category, the information processing apparatus 100 preferentially posts the question to the store in which the designated category is registered. may be notified. In other words, the categories of products handled are given to each store as tags indicating the characteristics of the store.

(Regarding product information storage unit 122)
The product information storage unit 122 stores information on products handled at the shopping mall. FIG. 8 shows an example of the product information storage unit 122 according to the embodiment. FIG. 8 is a diagram showing an example of the product information storage unit 122 according to the embodiment. In the example shown in FIG. 8, the product information storage unit 122 has items such as "product name", "product identification information", "identification information type", and "category".

"Product name" indicates the name of the product. "Product identification information" indicates identification information that uniquely identifies a product. "Identification information type" indicates the type of product identification information. As a type of product identification information, for example, there is a JAN code or the like. The type of the product identification information is not limited to the JAN code, and may be various codes according to the category of the product or the country or economic zone in which the product is handled. For example, the identification information type may be the International Standard Book Number (ISBN) used for books, the European Product Code (EAN), or the like. Also, the type of product identification information may be a product code or the like uniquely assigned by the shopping mall.

"Category" indicates the category of each product. The product category may be set independently by the shopping mall, may be set by the manufacturer or the like, or may be set by the store that sells the product.

That is, an example of the data shown in FIG. 8 is that the product with the product name “B01” is a product that is uniquely identified by the product identification information “H01”, the type of the identification information is “JAN code”, It indicates that the category is "fashion".

(Regarding Question Information Storage Unit 123)
The question information storage unit 123 stores information about questions posted by users. FIG. 9 shows an example of the question information storage unit 123 according to the embodiment. FIG. 9 is a diagram showing an example of the question information storage unit 123 according to the embodiment. In the example shown in FIG. 9, the question information storage unit 123 stores “question ID”, “posting date and time”, “posting user ID”, “product identification information”, “purchase status”, “posting destination store ID”, “ It has items such as "question content", "disclosure status", and "answer content".

"Question ID" indicates identification information for identifying a question. Note that the question ID is not assigned to one question, but rather to a series of interactions (sometimes referred to as a topic, etc.) including a question, an answer, and a reply. may be granted.

"Posted date and time" indicates the date and time when the question was posted. "Posting user ID" indicates a user ID that identifies the user who posted the question.

"Product identification information" indicates the product identification information of the product corresponding to the question. The product identification information is specified based on, for example, the name of the product posted on the product page on which the question was posted, a phrase included in the content of the question, and the like.

"Purchase status" indicates whether or not the user has already purchased the product corresponding to the question. The purchase status is identified based on, for example, self-reported information of the user who posted the question, purchase history information for each store, purchase history of the user held in the user account, and the like.

“Posting destination store ID” indicates the store ID of the store to which the question is posted. Note that if the question does not specify a store, the entry for the destination store ID is blank (or all stores that handle the product).

"Question content" indicates the specific content of the question. In the example shown in FIG. 9, the question content is indicated by a concept such as "K01", but in reality, the question content items include the title of the question and the specific detailed content of the question. and specific information such as the reply deadline specified by the questioner.

"Publication status" indicates whether or not the user permits the question to be made public to other users. When the user permits disclosure, the information processing apparatus 100 performs display control so that other users can view the questions and answers. If the user does not permit disclosure, the information processing apparatus 100 performs display control so that other users cannot browse the questions and answers. Note that the disclosure status may be automatically set according to the purchase status of the user. For example, there is a high possibility that a question after purchasing a product contains the user's personal information, and it may be desirable not to disclose it. For this reason, the information processing apparatus 100 may automatically set the disclosure status to "private" for a question whose purchase status is "after purchase," for example.

"Answer content" indicates the answer from the store to the question. In the example shown in FIG. 9, the content of the answer is indicated by a concept such as "L01", but in reality, the item of the content of the answer includes the specific detailed content of the answer to the question and the content of the store. Link information etc. are included. In addition, the content of the reply may include the content of the reply from the user to the reply.

"Status" indicates the current status of the interaction between the user and the store. For example, if the status is "completed", it indicates that the exchange of the question and the answer has been completed. Also, if the status is "incomplete", it indicates that the exchange of the question and the answer has not been completed, and the answer or reply is still being received.

That is, an example of the data shown in FIG. This indicates that the question was posted by U01. Further, it indicates that the product identification information associated with the question J01 is "H01" and that the user U01 has "before purchasing" the product corresponding to the product identification information H01. The question J01 is posted to the store A01 identified by the store ID "A01", the question content is "K01", the disclosure status is "disclosure permitted", and the answer content is "L01". , indicating that the status is "Completed".

(Regarding the evaluation information storage unit 124)
The evaluation information storage unit 124 stores information regarding store evaluations. FIG. 10 shows an example of the evaluation information storage unit 124 according to the embodiment. FIG. 10 is a diagram showing an example of the evaluation information storage unit 124 according to the embodiment. In the example shown in FIG. 10, the evaluation information storage unit 124 stores "store ID", "number of questions", "average response time", "next business day response rate", "seven business day response rate", "evaluation value ” has items such as

"Store ID" corresponds to the same item shown in FIG. "Number of questions" indicates the number of questions posted to the store from users. As for the number of questions, the number of questions for each predetermined period (for example, the last three months) and the cumulative number of questions may be tallied.

"Average time to answer" indicates the amount of time elapsed before the store responded to the question. The average response time may be measured by the elapsed time from the time the question was posted, or the elapsed time from the store's most recent business opening time after the question was posted. good.

"Next business day response rate" indicates the rate at which the store responded by the store's most recent business day after the question was posted. "Response rate within 7 business days" indicates the rate of response by the store by the store's seventh business day after the question was posted.

“Evaluation value” indicates the evaluation value of the store calculated by the information processing apparatus 100 . In the example shown in FIG. 10, the evaluation value is indicated by a concept such as "M01", but in reality, the evaluation value item is indicated by a specific numerical value (for example, 100 steps or 5 steps) value), evaluation information (highest evaluation, low evaluation, etc.) when compared relatively with other stores, etc. are stored.

That is, in the example data shown in FIG. 10, the number of questions for store A01 identified by store ID "A01" is "500", the average answer time for store A01 is "43.0 hours", and the following The business day response rate is "57.00%", the within seven business day response rate is "91.00%", and the evaluation value is "M01".

Note that the data shown in FIG. 10 is merely an example, and the evaluation information storage unit 124 may store various types of information regarding store evaluations. For example, the evaluation information storage unit 124 stores the cumulative number of responses from the store to questions, the number of responses for each predetermined period (for example, the most recent week, the most recent month, etc.), and the number of responses within 30 business days. A response rate or the like may be stored. In addition, the evaluation information storage unit 124 may store information regarding user reactions to answers. User reactions to answers are, for example, the number of user reactions indicating that the answers from the store were useful, the number of user reactions indicating that the answers from the store were not useful, and the like. Also, the evaluation information storage unit 124 may store information about the reaction of the user who posted the question and the reaction of a third party who did not post the question.

(Regarding the control unit 130)
The control unit 130 is a controller, and for example, various programs (an example of a notification program) stored in a storage device inside the information processing apparatus 100 by a CPU (Central Processing Unit), MPU (Micro Processing Unit), etc. ) is executed using the RAM as a work area. Also, the control unit 130 is a controller, and is implemented by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or an FPGA (Field Programmable Gate Array).

As shown in FIG. 6, the control unit 130 includes an acquisition unit 131, a first reception unit 132, an identification unit 133, a storage unit 134, a notification unit 135, a display control unit 136, a generation unit 137, It has a second reception unit 138 and a calculation unit 139, and realizes or executes the information processing functions and actions described below. Note that the internal configuration of the control unit 130 is not limited to the configuration shown in FIG. 6, and may be another configuration as long as it performs information processing described later. Moreover, the connection relationship between the processing units of the control unit 130 is not limited to the connection relationship shown in FIG. 6, and may be another connection relationship.

(Regarding the acquisition unit 131)
Acquisition unit 131 acquires various types of information. For example, the acquisition unit 131 acquires product identification information of products handled in the store. The acquisition unit 131 acquires product identification information from, for example, an external server that manages product identification information. The acquisition unit 131 also acquires information on each product uploaded from the store. Note that the acquisition unit 131 may acquire various types of information by crawling a server or the like that stores information about stores that open in shopping malls.

Acquisition unit 131 stores the acquired information in storage unit 120 . For example, the acquisition unit 131 stores the acquired information about the store in the store information storage unit 121 . The acquisition unit 131 also stores the acquired product identification information in the product information storage unit 122 . Note that the acquisition unit 131 may acquire predetermined information from the storage unit 120 as appropriate according to information processing.

(Regarding the first reception unit 132)
The first reception unit 132 receives various requests and the like from users who use the shopping mall. For example, the first reception unit 132 receives a content acquisition request from the user terminal 10 . Specifically, the first reception unit 132 receives an HTTP (HyperText Transfer Protocol) request as a request to acquire content related to the shopping mall. Note that the first reception unit 132 may receive information about the user from the user when using the shopping mall. Information about the user is information such as a user account given to the user when using the shopping mall.

The first reception unit 132 receives various requests and the like from users who use the shopping mall. For example, the first reception unit 132 receives a question from the user regarding a predetermined product handled at the shopping mall.

For example, the first reception unit 132 receives questions via a product page of a predetermined product provided by a store that handles the predetermined product. For example, the first reception unit 132 receives question content input to the question posting page C02 from the user who touched the inquiry button 42 included in the product page C01 shown in FIG.

The first reception unit 132 may receive a question along with the purchase status selected by the user. Note that the identifying unit 133, which will be described later, may rely on the purchase status or the like selected by the user and associate the purchase status with the question, or may identify the purchase status from the purchase history or the like at the shopping mall. In this way, the first reception unit 132 receives questions via the same user interface (for example, product page) regardless of the user's purchase status (before or after purchase). Therefore, shopping malls and stores can centrally manage questions.

In addition, the first reception unit 132 may receive from the user a reaction to an answer received from a predetermined store. For example, the first reception unit 132 may receive a further reply from the user in response to the store's reply. Also, the first reception unit 132 may receive an evaluation of the store's answer from the user. For example, the first reception unit 132 receives the answer through an operation of the user touching a button on which a message such as "Was this answer useful?" Accept user reactions.

The first reception unit 132 stores the received various information in the storage unit 120 . For example, the first reception unit 132 stores information regarding the received question in the question information storage unit 123 . Note that the first reception unit 132 may not only receive information from the user terminal 10, but may also receive various types of information through an input operation by, for example, a manager of a shopping mall.

(Regarding the specifying unit 133)
The identifying unit 133 identifies product identification information that uniquely identifies a predetermined product based on the information about the question received by the first receiving unit 132 . For example, when a question is received via a product page, the identifying unit 133 identifies product identification information based on the name of the product included in the product page and information associated with the product. Further, the specifying unit 133 may specify product identification information based on the product name or the like specified by the user on the question posting page.

For example, the specifying unit 133 specifies a JAN code associated with a predetermined product as the product identification information. Note that the specifying unit 133 may specify any information other than the JAN code as long as the information can uniquely identify the product.

Further, the identifying unit 133 identifies purchase status indicating whether or not the user has already purchased a predetermined product based on the question received by the first receiving unit 132 . For example, the specifying unit 133 specifies the purchase status of the user according to the selection item indicating "whether or not the product has been purchased" selected when the user asks a question. The identifying unit 133 also identifies the user who asked the question based on the purchase history information held for each store, refers to the history indicating whether or not the user has purchased a predetermined product, and determines whether the user has purchased the product. You can specify the situation.

(Regarding storage unit 134)
The storage unit 134 stores the information about the question in the storage unit 120 in association with the purchase status specified by the specifying unit 133 . That is, the storage unit 134 builds a database (question information storage unit 123 in the embodiment) related to questions associated with the user's purchase status.

Further, the storage unit 134 stores the information about the question in the question information storage unit 123 in association with the product identification information specified by the specifying unit 133 . In addition, when the question is associated with a store to which the question is posted, the storage unit 134 stores information about the question in the question information storage unit 123, including the ID of the store to which the question is posted.

Note that the storage unit 134 may set various types of information in the stored questions based on the associated information. For example, the storage unit 134 may store the question after setting the availability status of the question according to the specified purchase status. For example, when the purchase status specified in the question is "purchased", the storage unit 134 associates the question with a setting that the content related to the shopping mall is not open to the public. On the other hand, when the purchase status is not purchased, the storage unit 134 stores the information on the question in the question information storage unit 123 in association with the setting that the question is made public in the content on the shopping mall. Thereby, the storage unit 134 can prevent the user's question after the purchase from being disclosed to a third party.

Note that the storage unit 134 may set the availability status according to the user's designation. In other words, regardless of the purchase status specified in the question, the storage unit 134 supports the setting of making the question public in the shopping mall-related content when the user who has sent the question designates the permission to disclose the question. The information about the question may be stored in the question information storage unit 123 by attaching it to the question.

Further, when the answer to the question is accepted by the second accepting unit 138, which will be described later, the storage unit 134 stores the information related to the question stored in the question information storage unit 123 as the answer received by the second accepting unit 138. Information about the answer is associated with the information about the answer and stored in the question information storage unit 123 . In this way, the storage unit 134 constructs a database in which questions and answers are associated with each other, thereby generating contents (such as a Q&A page) in which a series of exchanges between the user and the store is accumulated, and providing answers to questions. It is possible to quickly grasp the speed of the response, the store that responded, etc.

(Regarding the notification unit 135)
The notification unit 135 notifies various information. For example, the notification unit 135 notifies a predetermined store in the shopping mall of information regarding the question based on the product identification information specified by the specifying unit 133 .

For example, when a question is received via a product page of a predetermined product provided by a store, the notification unit 135 notifies information about the question to the store that provided the product page.

In addition, when a question is received through a product page of a predetermined product, the notification unit 135 may be a store that provides the product page and a store that opens in a shopping mall and handles the predetermined product. The store may be notified of information regarding the question. For example, the notification unit 135 refers to the product information of each store and notifies another store that handles the product specified by the product identification information that the user has asked a question. Such processing can increase the possibility of obtaining answers from stores other than the store that provides the product page on which the question is posted. Note that the notification unit 135 may not notify other stores when a question is posted to a certain store and the question does not permit disclosure.

Further, when a question regarding a predetermined product is accepted, the notification unit 135 may notify all stores that handle the predetermined product, the question not specifying a store. Also, the notification unit 135 may notify only stores with relatively high evaluation values instead of all stores.

For example, the notification unit 135 notifies the store of at least one of the title of the question, the text indicating the detailed content of the question, and the product category related to the question as the content of the question received by the first reception unit 132 .

Further, when an answer is posted from the store, the notification unit 135 may notify the user who asked the question that the answer has been posted. Further, when the user replies to the answer, the notification unit 135 may further notify the store that sent the reply that the reply has been made.

Note that the notification performed by the notification unit 135 may be in any form. For example, the notification unit 135 may perform notification in any manner, such as e-mail, push notification, or display of notification content on a dedicated page for the user or store account.

(Regarding the display control unit 136)
The display control unit 136 controls display of content related to the shopping mall. For example, when a question is received via a product page of a predetermined product, the display control unit 136 controls to display information related to the question on the product page. With this process, the user viewing the product page can check the content of the question posted by the user in real time and whether the question has been confirmed by the store (specifically, the status of "unread" changes to "read"). (did you do it?), etc.

In addition, the display control unit 136 controls to display the store side's answer to the question on the product page together with the information on the question. For example, the display control unit 136 controls display of the product page C01 so as to provide an interactive display in which the user and the store can exchange messages with each other like the product page C01 shown in FIG. Note that the display control unit 136 may use various known techniques for display control processing.

Further, the display control unit 136 may control the display of the product page so that the questions posted via the product page are displayed as a list. This allows the user to browse the content of questions posted by other users and the answers in the store.

Note that the display control unit 136 may control display based on information set in the question. For example, when a question is associated with a setting to be made public in content about a shopping mall, the display control unit 136 controls to display information about the question in the content about the shopping mall. As described above, the public setting may be automatically set according to the user's purchase status, or may be set by the user's designation. Public settings may also be set by a store that wants to publish (or keep private) questions and answers.

In addition, the display control unit 136 may perform control so that when a question is displayed, information associated with the question is also displayed. For example, when displaying information about a question, the display control unit 136 may control to display the purchase status specified in the question. For example, the display control unit 136 controls to display information indicating whether or not the user has purchased the product near the question message. This allows the store or a third party to know whether the question was posted by a user who has already purchased the item or a user who is considering purchasing the item.

In addition, the display control unit 136 may perform control so that the question is displayed in different contents for each purchase situation specified in the question. Specifically, the display control unit 136 separates the content in which questions posted by users who have purchased products are displayed and the content in which questions posted by users who have not purchased products are displayed. to control the display. For example, if the user who posted the question is “purchased”, the display control unit 136 displays the questions posted by the “purchased” user for all other questions on the product page viewed by the user. control so that Similarly, if the user who posted the question is “unpurchased”, the display control unit 136 displays questions posted by “unpurchased” users for all other questions on the product page viewed by the user. control so that As a result, the user can view only the questions posted by the user who has the same purchasing status as the user, and thus can quickly search for the information that the user desires. Note that the content is not limited to the product page, and may be a Q&A page or the like generated by the generation unit 137, which will be described later.

Further, when a plurality of answers are given to a question, the display control unit 136 may control the display order of displaying the plurality of answers based on the evaluation value of the respondent (store). That is, when a question is answered by multiple stores, it may be difficult for the user to determine which answer is useful. In this case, it is assumed that the display control unit 136 provides useful information to the user by referring to the evaluation value of each store and controlling to preferentially display answers from stores with high evaluation values. It is possible to display store answers preferentially.

In addition, the display control unit 136 may perform control so that a mark corresponding to an evaluation value calculated by the calculation unit 139, which will be described later, is displayed on predetermined content related to the shopping mall.

For example, the display control unit 136 controls to display notations corresponding to a predetermined store along with questions and answers on a product page of a predetermined product provided by a predetermined store and a Q&A page for each product. good. Also, the display control unit 136 may control to display a mark corresponding to a predetermined store on a search result page provided by the shopping mall.

Specifically, the display control unit 136 displays a mark 84 or a mark 88 indicating that the store A01 has a higher evaluation value than the other stores, as in the display examples 1 and 2 shown in FIG. control to Note that the display control unit 136 not only displays the mark 84 and the mark 88, but also changes the character color or the size of characters indicating a store with a high evaluation value to display the corresponding store. may indicate to the user that the evaluation value of is high.

(Regarding the generator 137)
The generation unit 137 generates various contents. For example, based on the product identification information, the generating unit 137 identifies a product associated with the question received by the first receiving unit 132, and generates content including questions and answers regarding the product. Specifically, as shown in FIG. 3, the generation unit 137 generates a Q&A page C05 or the like, which is content different from the product page and displays a list of questions for each specific product.

Further, when an answer to the question is accepted by the second accepting unit 138 described later, the generating unit 137 generates content including the answer accepted by the second accepting unit 138 and the question accepted by the first accepting unit 132. to generate That is, the generation unit 137 generates a Q&A page in which questions and answers are listed for each specified product. By browsing the Q&A page of the desired product, the user using the shopping mall can refer to the Q&A regarding the product without posting the question by himself/herself.

Note that the generation unit 137 may generate content including a question with permission from the user who sent the question and an answer with permission from a predetermined store to which the answer was sent. For example, the generating unit 137 generates a Q&A page by excluding questions that the user does not allow to be disclosed, questions posted by the user after purchasing a product, questions that the store side does not want to be disclosed, and the like. good too.

Moreover, the generation unit 137 may update the content each time a question or answer is obtained. For example, when a question about a predetermined product is posted, the generation unit 137 may update the Q&A page so that the question is added to the Q&A page of the product. Moreover, the generation unit 137 may update the Q&A page when an answer to the question is obtained.

(Regarding the second reception unit 138)
The second reception unit 138 receives various requests and information from stores that open stores in the shopping mall. For example, the second reception unit 138 receives an answer to the question received by the first reception unit 132 from a predetermined store.

For example, when a specific store is associated with a question as a posting destination, the second receiving unit 138 receives an answer from the posting destination store. Further, when a specific store is not associated with a question as a posting destination, the second receiving unit 138 may receive an answer from a predetermined store that handles products associated with the question.

Specifically, the second reception unit 138 receives an answer to the question from the predetermined store notified by the notification unit 135 . For example, the second reception unit 138 may receive a response via a product page or a Q&A page, or via a dedicated page for communication between the store and the shopping mall management side (that is, the information processing device 100). may be accepted.

Also, the second reception unit 138 may receive notification of completion status regarding a series of interactions between the user and the store. For example, when the store side determines that the series of exchanges has ended, the person in charge of the store transmits to the information processing apparatus 100 a communication indicating that the series of exchanges has been completed. The second receiving unit 138 controls not to receive further replies or answers regarding the series of exchanges when such contact is received. It should be noted that the second reception unit 138 may perform control to receive further replies and answers regarding a series of exchanges that have been closed once, if requested by the store or the user.

(Regarding the calculator 139)
The calculation unit 139 calculates the evaluation value of the predetermined store that has sent the reply, based on the information regarding the reply received by the second reception unit 138 . For example, when the number of responses from a certain store exceeds a predetermined threshold, the calculation unit 139 executes a process of calculating an evaluation value indicating an evaluation of the store's response. After that, the calculation unit 139 may update the evaluation value each time the store responds.

For example, the calculation unit 139 calculates the evaluation value according to the speed of answering the question. Specifically, the calculation unit 139 calculates the evaluation value of the predetermined store based on the time from when the question is notified to the predetermined store until the answer to the question is received from the predetermined store. For example, the calculation unit 139 may calculate a higher evaluation value for the store as the response time from the notification of the question is shorter.

Further, the calculation unit 139 may calculate the evaluation value of the predetermined store based on the time from when the question is confirmed by the predetermined store until the answer to the question is received from the predetermined store. For example, there may be a situation where the store cannot confirm the question from the user depending on the network environment. In such a case, the calculation unit 139 may measure the time until the answer when the store confirms the question. The confirmation of the question by the store is made, for example, by viewing the product page on which the question was posted by the store terminal, or by making an explicit statement from the store (transmitting confirmation of the question to the information processing device 100, etc.). may be broken. When the store confirms the question, the question posted on the product page viewed by the user is controlled so that the status "read" is displayed.

Further, the calculation unit 139 may calculate the evaluation value of the predetermined store based on the relationship between the time until the answer to the question is received from the predetermined store and the business hours of the predetermined store.

In general, a shopping mall on a network has a large number of stores with various business types and business forms. Therefore, if the evaluation value is calculated simply based on the time from when the question is accepted until the answer is given, depending on the store, there is a possibility that it will be treated unfavorably due to the business days. For this reason, the calculation unit 139 does not measure the time from when the store is notified that the question has been posted until the next opening of the store, and based on the time after the opening of the store, Measure store response time. For example, the calculation unit 139 may calculate a higher evaluation value for a store in which fewer business days or business hours have elapsed between the time when the question was notified and the time when the question was answered. As a result, the calculation unit 139 can avoid disadvantageous treatment based on the business hours of the store, and can evaluate the store substantially according to the response speed while the store is in operation.

For example, the calculation unit 139 calculates the evaluation value of a given store based on whether or not an answer to the question has been received from the given store by a given business day of the given store. Specifically, the calculation unit 139 may calculate the evaluation value of a given store based on whether or not an answer to the question has been received from the given store by the next business day of the given store. For example, the calculation unit 139 calculates a relatively high evaluation value for stores that respond quickly, such as the next business day.

Further, the calculation unit 139 may calculate the evaluation value of the predetermined store based on the number of business days of the predetermined store that have elapsed until the reply to the question is received from the predetermined store. For example, the calculation unit 139 may calculate the average number of business days (or average business hours) elapsed until the store responds, and calculate the evaluation value of the store based on the calculated numerical value. This allows the user to know the average time it takes for a given store to respond, so he can predict how long it will take to get an answer before asking a question.

Further, the calculation unit 139 evaluates the predetermined store based on the relationship between the number of questions regarding the predetermined store received by the first reception unit 132 and the number of answers received by the second reception unit 138. value may be calculated. For example, the calculation unit 139 calculates the evaluation value of the store based on the ratio between the number of questions and the number of answers. As a result, the user can know the unanswered rate of a given store, and can predict whether or not an appropriate answer can be obtained before asking a question. .

The calculation unit 139 may calculate the evaluation value by appropriately combining the various variables described above. Further, the calculation unit 139 may calculate the evaluation value of the store using various known statistical methods.

Further, when the reaction to the answer is received from the user by the first reception unit 132, the calculation unit 139 may calculate the evaluation value of the predetermined store based on the reaction from the user. For example, the display control unit 136 controls to display a button showing a message such as "Was this answer useful?" on the product page or Q&A page where the answer from the store is posted. The user then evaluates the answer by clicking this button. Then, the calculation unit 139 may calculate the evaluation value of the store that gave the answer, according to the number or ratio of clicks on the button. For example, the calculation unit 139 may calculate the evaluation value of the store according to the percentage of responses that received favorable responses from users.

Further, the calculation unit 139 may calculate an evaluation value of a store that posted an answer according to the number or ratio of users who contacted the store through the answer. As shown in display example 1 of FIG. 4, the user can contact the store that has responded and access the product page provided by the store through the response. In general, such user behavior is triggered by liking or being interested in the response from the store. Therefore, the calculation unit 139 can also calculate the evaluation value of the store by measuring the number and ratio of such user actions.

The calculation unit 139 stores the measured time and number, the evaluation value calculated for the store, and the like in the evaluation information storage unit 124 . For example, the display control unit 136 refers to the evaluation information storage unit 124, and evaluates a store having an evaluation value higher than a certain number or a store having a relatively high evaluation value among the plurality of stores displayed in the content. Controls the display of high value indicators.

[4. Processing procedure]
Next, a procedure of processing by the information processing apparatus 100 according to the embodiment will be described with reference to FIGS. 11 and 12. FIG. First, with reference to FIG. 11, the procedure of processing for receiving a question from the user by the information processing apparatus 100 will be described. FIG. 11 is a flowchart (1) showing a processing procedure according to the embodiment;

As shown in FIG. 11, the information processing apparatus 100 determines whether or not a question has been received from the user (step S101). If no question has been received from the user (step S101; No), the information processing apparatus 100 waits until a question is received.

On the other hand, when a question has been received from the user (step S101; Yes), the information processing apparatus 100 identifies product identification information related to the question (step S102). Further, the information processing device 100 identifies the purchase status of the user who posted the question (step S103).

Then, the information processing apparatus 100 associates the product identification information with the purchase status and stores the question in the storage unit 120 (step S104).

Subsequently, the information processing apparatus 100 determines whether or not the store to which the question is posted is associated with the question (step S105). In other words, the information processing apparatus 100 determines whether or not the question has been posted targeting a specific store.

If the store is associated with the question (step S105; Yes), the information processing apparatus 100 notifies the posting destination store that the question has been posted by the user (step S106). Then, the information processing apparatus 100 controls to display the question on the product page (step S107).

On the other hand, if the store is not associated with the question (step S105; No), the information processing device 100 identifies the product based on the product identification information associated with the question, and asks the store that handles the product. is posted (step S108). After that, the information processing device 100 generates a Q&A page for each product for which the question has been posted (step S109).

Note that the above-described processing is merely an example, and the information processing apparatus 100 does not necessarily have to generate a Q&A page for each product in step S109, for example. For example, the information processing apparatus 100 may generate a Q&A page for a product when a predetermined number or more of questions about a product have been collected.

Next, with reference to FIG. 12, the procedure of the processing in which the information processing apparatus 100 receives an answer from the store and calculates an evaluation value based on the answer will be described. FIG. 12 is a flowchart (2) showing a processing procedure according to the embodiment;

As shown in FIG. 12, the information processing apparatus 100 determines whether or not an answer has been received from the store (step S201). If an answer has not been received from the store (step S201; No), the information processing apparatus 100 waits until an answer is received.

On the other hand, if an answer has been received from the store (step S201; Yes), the information processing apparatus 100 controls to display the answer on the content (product page, Q&A page, etc.) (step S202).

Then, the information processing apparatus 100 determines whether or not the number of responses from a predetermined store exceeds a predetermined threshold (step S203). If the number of responses does not exceed the predetermined threshold (step S203; No), the information processing apparatus 100 repeats the process of receiving responses from the store.

On the other hand, if the number of responses exceeds the predetermined threshold (step S203; Yes), the information processing apparatus 100 calculates the evaluation value of the store regarding the responses (step S204). Then, the information processing apparatus 100 stores the calculated evaluation value in the storage unit 120 (step S205).

[5. Modification]
The information processing apparatus 100 described above may be embodied in various forms other than the above embodiment. Therefore, other embodiments of the information processing apparatus 100 will be described below.

[5-1. Response time]
In the above embodiment, the information processing apparatus 100 has shown an example in which the evaluation value is calculated based on the response time from the store. Here, the reply time does not necessarily have to match the time at which the store responded. For example, one question may be repeatedly exchanged such as a reply via a product page or the like. In this case, the information processing apparatus 100 may measure the time until the first question is answered as the answer time, and does not need to measure subsequent answers.

Also, the store may respond directly to the user by telephone or the like, rather than through the contents of the shopping mall. In this case, by transmitting to the information processing apparatus 100 that the store has responded, the information processing apparatus 100 may treat the time at which the transmission was performed as the response time.

[5-2. Evaluation value]
The information processing device 100 may calculate the evaluation value using various methods. For example, the information processing apparatus 100 controls the user terminal 10 to display content including three types of buttons that allow the user to evaluate the answers in the store. For example, the buttons are displayed with messages corresponding to three types of user emotions, such as "Very nice!", "Like", and "Give me another answer".

Then, when the user selects a button, the information processing apparatus 100 measures the type of button selected and the number of times. At this time, the information processing apparatus 100 defines predetermined index values for the buttons in advance. For example, the information processing apparatus 100 adds “3 points” to the evaluation value of the store when the user selects a button “Very Like!” It is defined that "1 point" is added to the evaluation value of the store. Further, the information processing apparatus 100 defines, for example, that "1 point" is subtracted from the evaluation value of the store when the user selects a button such as "Give me another answer". The information processing apparatus 100 may calculate an evaluation value regarding the store's response by aggregating these user reactions. Note that the evaluation value may not be an absolute value, but may be expressed by a deviation value obtained by comparing reactions with other stores, for example.

Information processing apparatus 100 receives reactions to answers from users (third parties) other than the user who posted the question, and calculates an evaluation value based on the reactions from users other than the user who posted the question. good too. That is, the information processing apparatus 100 may evaluate the respondent based on not only the reply from the questioner, but also the reactions from other users who browsed the exchange and other stores.

Further, the information processing apparatus 100 may calculate the evaluation value not only based on the explicit reaction from the user, but also based on the number of subsequent conversions such as the user purchasing a product. In this case, the information processing apparatus 100 may refer to the user's purchase history at the shopping mall or the like to determine whether or not the user has purchased the product.

[5-3. Completion status]
The information processing apparatus 100 may receive the completion status of the question from the user instead of from the store side. For example, if the answer contains the information that the user wants to hear, the user can obtain the information they need by changing the status to "Completed" without the trouble of replying to the store afterwards. You can let the store know.

[5-4. Publication of questions]
If the user wants other users to view the content of the question, the user may request the information processing apparatus 100 to make the question public, even if the question is after purchase. In addition, even if the user requests disclosure, the information processing apparatus 100 does not respond to the question if the content of the question includes inappropriate expressions (personal information such as the user's address, slander, etc.). You may control the display so that the question is not made public.

In addition, the information processing apparatus 100 may receive a request from the user to make the answer public when there is an answer to a private question. For example, when the user determines that the answer he or she has received is useful to other users, he or she requests the information processing apparatus 100 to make the answer public. As a result, not only the user who asked the question but also the user can enjoy useful information. Also, by accumulating and publishing such Q&As, the store can omit answering duplicate questions to each user individually. In addition, by accumulating Q&A, shopping malls and stores can learn about users' concerns about products, such as what kind of information users want to know.

[5-5. Use of evaluation value]
The information processing device 100 may perform various information processing based on the calculated evaluation value. For example, the information processing apparatus 100 may use the evaluation value regarding the answer for the evaluation of the store in the shopping mall (for example, the evaluation of the best store of the year). Further, the information processing apparatus 100 may perform processing such as preferentially displaying link information of a store with a high evaluation value when an inquiry about a certain product is made by the user.

[5-6. service〕
In the above embodiments, a shopping mall on a network in which a plurality of stores participate has been described, but the information processing according to the embodiments may be used in various commercial forms. For example, the information processing according to the embodiment may be applied to a so-called network auction service in which a plurality of individual exhibitors participate.

[5-7. medium]
In the above-described embodiment, a website or the like is exemplified as content related to a shopping mall. However, the content is not limited to the website, and may be, for example, content to be displayed by a dedicated application for smartphones.

[5-8. study〕
The information processing apparatus 100 may perform learning based on the text data described in the question headings and the detailed content of the questions, and extract stores to be notified based on the learning results.

For example, the information processing apparatus 100 morphologically analyzes the headline and detailed contents of the question, and extracts the feature amount of the question. Then, the information processing apparatus 100 extracts stores having attributes close to the feature amount of the question. Specifically, the information processing apparatus 100 determines the product, category, etc. intended by the question based on the extracted feature amount. Then, the information processing apparatus 100 extracts a store that handles the product intended by the question, and notifies the extracted store that the question has been asked. As a result, the information processing apparatus 100 can notify a store that is suitable as a respondent even if the product associated with the question is not clear. Note that various known techniques may be used for the learning process described above.

[6. Hardware configuration]
The information processing apparatus 100, the user terminal 10, and the store terminal 20 according to the above-described embodiments are implemented by a computer 1000 configured as shown in FIG. 13, for example. The information processing apparatus 100 will be described below as an example. FIG. 13 is a hardware configuration diagram showing an example of a computer 1000 that implements the functions of the information processing apparatus 100. As shown in FIG. The computer 1000 includes a CPU 1100, a RAM 1200, a ROM (Read Only Memory) 1300, a HDD (Hard Disk Drive) 1400, a communication interface (I/F) 1500, an input/output interface (I/F) 1600, and a media interface (I/F). ) 1700.

The CPU 1100 operates based on programs stored in the ROM 1300 or HDD 1400 and controls each section. The ROM 1300 stores a boot program executed by the CPU 1100 when the computer 1000 is started, programs depending on the hardware of the computer 1000, and the like.

The HDD 1400 stores programs executed by the CPU 1100, data used by the programs, and the like. Communication interface 1500 receives data from other devices via communication network 500 (corresponding to network N shown in FIG. 5), sends data to CPU 1100, and transmits data generated by CPU 1100 to other devices via communication network 500. Send to device.

The CPU 1100 controls output devices such as displays and printers, and input devices such as keyboards and mice, through an input/output interface 1600 . CPU 1100 acquires data from an input device via input/output interface 1600 . Also, CPU 1100 outputs the generated data to an output device via input/output interface 1600 .

Media interface 1700 reads programs or data stored in recording medium 1800 and provides them to CPU 1100 via RAM 1200 . CPU 1100 loads such a program from recording medium 1800 onto RAM 1200 via media interface 1700, and executes the loaded program. The recording medium 1800 is, for example, an optical recording medium such as a DVD (Digital Versatile Disc) or a PD (Phase change rewritable disc), a magneto-optical recording medium such as an MO (Magneto-Optical disk), a tape medium, a magnetic recording medium, or a semiconductor memory. etc.

For example, when the computer 1000 functions as the information processing apparatus 100 according to the embodiment, the CPU 1100 of the computer 1000 implements the functions of the control unit 130 by executing programs loaded on the RAM 1200 . In addition, the data in storage unit 120 is stored in HDD 1400 . CPU 1100 of computer 1000 reads these programs from recording medium 1800 and executes them, but as another example, these programs may be obtained from other devices via communication network 500 .

[7. others〕
Further, among the processes described in the above embodiments, all or part of the processes described as being automatically performed can be manually performed, or the processes described as being performed manually can be performed manually. All or part of this can also be done automatically by known methods. In addition, information including processing procedures, specific names, various data and parameters shown in the above documents and drawings can be arbitrarily changed unless otherwise specified. For example, the various information shown in each drawing is not limited to the illustrated information.

Also, each component of each device illustrated is functionally conceptual, and does not necessarily need to be physically configured as illustrated. In other words, the specific form of distribution and integration of each device is not limited to the one shown in the figure, and all or part of them can be functionally or physically distributed and integrated in arbitrary units according to various loads and usage conditions. Can be integrated and configured. For example, the first reception unit 132 and the second reception unit 138 shown in FIG. 6 may be integrated. Further, for example, the information stored in the storage unit 120 may be stored via the network N in a predetermined external storage device.

Further, in the above-described embodiment, an example is shown in which the information processing apparatus 100 performs a reception process for accepting questions, a storage process for storing questions, a notification process for notifying a store, a calculation process for calculating an evaluation value, and the like. rice field. However, the information processing device 100 described above may be separated into a receiving device that performs receiving processing, a notification device that performs notification processing, a storage device that performs storage processing, a calculation device that calculates an evaluation value, and the like. The processing by the information processing apparatus 100 described above is realized by the information processing system 1 having a reception device, a storage device, a calculation device, a calculation device, and the like.

Also, the above-described embodiments and modifications can be appropriately combined within a range that does not contradict the processing contents.

[8. effect〕
As described above, the information processing apparatus 100 according to the embodiment has the first reception unit 132 , the identification unit 133 and the notification unit 135 . The first accepting unit 132 accepts questions from the user regarding predetermined products handled at the shopping mall. The identifying unit 133 identifies product identification information that uniquely identifies a predetermined product based on the information about the question received by the first receiving unit 132 . The notification unit 135 notifies a predetermined store in the shopping mall of information regarding the question based on the product identification information specified by the specifying unit 133 .

As described above, the information processing apparatus 100 according to the embodiment identifies product identification information corresponding to a user's question, and notifies the store handling the product based on the identified information. As a result, the information processing apparatus 100 can improve the answer rate of the store's response to the question. For example, according to the information processing apparatus 100, it is possible to avoid situations that are not desirable for the user, such as no response to a question, and to provide useful information to the user.

In addition, the first reception unit 132 receives questions via the product page of a predetermined product provided by a store that handles the predetermined product. The notification unit 135 notifies information about the question to the store that provided the product page when a question is received via the product page of a predetermined product.

In this way, the information processing apparatus 100 according to the embodiment can reliably notify the store that provides the product page by accepting the question via the product page.

In addition, when a question is received through a product page of a predetermined product, the notification unit 135 notifies the store that provided the product page and other stores that handle the predetermined product in the shopping mall. to provide information about the question.

In this way, the information processing apparatus 100 according to the embodiment notifies stores other than the store that provides the product page, thereby improving the probability of obtaining responses from more stores. Thereby, the information processing apparatus 100 can increase the probability that useful information is provided to the user.

Further, the information processing apparatus 100 according to the embodiment further includes a display control unit 136 that controls to display information about the question on the product page when a question is received via the product page of a predetermined product.

In this way, the information processing apparatus 100 according to the embodiment displays the question on the product page, so that the content of the question asked by the user and the situation such as whether or not the store side has confirmed the question can be clearly displayed to the user. I can tell you.

In addition, the display control unit 136 performs control so that the store's answer to the question is displayed on the product page together with the information about the question.

In this way, the information processing apparatus 100 according to the embodiment displays a series of exchanges of questions and answers on the product page, so that the store's answer can be conveyed to the user in real time.

Further, the information processing apparatus 100 according to the embodiment identifies the product associated with the question received by the first reception unit 132 based on the product identification information, and generates content including the question and the answer regarding the product. It further has a generator 137 .

In this way, the information processing apparatus 100 according to the embodiment may generate content such as a Q&A page that collects questions for each product. Accordingly, the information processing apparatus 100 can allow the user and the store to easily grasp information such as what kind of questions have been posted regarding a certain product.

Further, the information processing apparatus 100 according to the embodiment further includes a second reception unit 138 that receives answers to questions from predetermined stores that are notified by the notification unit 135 . Generation unit 137 generates content including the answer received by second reception unit 138 and the question received by first reception unit 132 .

In this way, the information processing apparatus 100 according to the embodiment may generate content in which exchanges of questions and answers are accumulated. As a result, the information processing apparatus 100 can provide the user with content in which a plurality of pieces of information that the user wants to know about the product can be browsed, in addition to the product introduction and sales pages provided by the store. In other words, the information processing apparatus 100 can provide useful information regarding products to the user.

In addition, the generation unit 137 generates content including a question with permission from the user who sent the question and an answer with permission from the predetermined store that sent the answer.

In this way, the information processing apparatus 100 according to the embodiment may generate content using only questions that are set to be public. Accordingly, the information processing apparatus 100 can provide useful information to the user while considering the user's personal information.

Further, the identifying unit 133 identifies a JAN code associated with a predetermined product as product identification information.

In this manner, the information processing apparatus 100 according to the embodiment may specify products using JAN codes. As a result, the information processing apparatus 100 can uniquely identify a product using a code that is common across a wide range in Japan, rather than a code unique to a shopping mall. The generation process can be performed more smoothly.

Further, the information processing apparatus 100 according to the embodiment may have a configuration including the first reception unit 132 , the second reception unit 138 , and the calculation unit 139 . The first accepting unit 132 accepts questions from the user regarding predetermined products handled at the shopping mall. Second reception unit 138 receives an answer to the question received by first reception unit 132 from a predetermined store in the shopping mall. The calculation unit 139 calculates the evaluation value of the predetermined store that has sent the reply, based on the information regarding the reply received by the second reception unit 138 .

In this way, the information processing apparatus 100 according to the embodiment can motivate the store to respond by evaluating the store based on the responses. As a result, the information processing apparatus 100 can improve the possibility of obtaining an appropriate answer to the user's question from the store, and thus can provide useful information to the user.

Further, the calculation unit 139 calculates the evaluation value of the predetermined store based on the time from when the question is notified to the predetermined store until the answer to the question is received from the predetermined store.

In this way, the information processing apparatus 100 according to the embodiment can motivate the store to respond more quickly by evaluating the store based on the response time.

Further, the calculation unit 139 evaluates the predetermined store based on the relationship between the time from when the question is confirmed by the predetermined store until the answer to the question is received from the predetermined store and the business hours of the predetermined store. Calculate the value.

In this way, the information processing apparatus 100 according to the embodiment may evaluate the store based on the amount of time that has elapsed since the store confirmed the question. As a result, the information processing apparatus 100 can calculate a fair evaluation value so that a store or the like that cannot be confirmed due to some problem is not treated disadvantageously.

Further, the calculation unit 139 calculates the evaluation value of the predetermined store based on the relationship between the time until the response to the question is received from the predetermined store and the business hours of the predetermined store.

In this way, the information processing apparatus 100 according to the embodiment may evaluate the store by considering the business days of the store. As a result, the information processing apparatus 100 can calculate a fair evaluation value so that a store or the like that takes a long time to respond is not treated disadvantageously due to business hours.

Further, the calculation unit 139 calculates the evaluation value of the predetermined store based on whether or not an answer to the question has been received from the predetermined store by the next business day of the predetermined store.

In this way, the information processing apparatus 100 according to the embodiment evaluates the store based on whether or not the response has been made by the next business day, thereby improving the convenience of the user, such as highly evaluating the store that responds quickly. It is possible to calculate an index value that contributes to sexuality.

In addition, the calculation unit 139 calculates the evaluation value of the predetermined store based on the number of business days of the predetermined store that have elapsed until the reply to the question is received from the predetermined store.

In this way, the information processing apparatus 100 according to the embodiment evaluates the store based on the average number of response days, thereby reflecting the information such as how long it takes to receive a response from the store. It is possible to calculate the evaluation value considering the nature.

Further, the calculation unit 139 evaluates the predetermined store based on the relationship between the number of questions regarding the predetermined store received by the first reception unit 132 and the number of answers received by the second reception unit 138. Calculate the value.

In this way, the information processing apparatus 100 according to the embodiment calculates the evaluation value based on the response rate of the store, thereby determining the response attitude of the store, such as what kind of store responds sincerely to the user's question. can be evaluated.

Also, the first reception unit 132 receives from the user a reaction to the response received from the predetermined store. The calculation unit 139 calculates the evaluation value of the predetermined store based on the user's reaction to the answer received by the first reception unit 132 .

In this way, the information processing apparatus 100 according to the embodiment can appropriately evaluate a store that has provided a useful answer to the user by calculating an evaluation value based on the user's reaction.

In addition, the information processing apparatus 100 according to the embodiment further includes a display control unit 136 that controls to display the mark corresponding to the evaluation value calculated by the calculation unit 139 on predetermined content related to the shopping mall.

In this way, the information processing apparatus 100 according to the embodiment can provide the user with information about which store is providing excellent service by displaying the mark indicating the evaluation value on the content.

In addition, the display control unit 136 controls to display a mark corresponding to the predetermined store along with the question and answer on the product page of the predetermined product provided by the predetermined store.

In this way, the information processing apparatus 100 according to the embodiment can provide the user with information about which store is providing excellent support by displaying the mark indicating the evaluation value on the product page. .

In addition, the display control unit 136 controls to display the mark corresponding to the predetermined store on the search result page provided by the shopping mall.

In this way, the information processing apparatus 100 according to the embodiment can provide the user with information about which store is providing excellent support by marking the search result page. As a result, the information processing apparatus 100 can enhance the branding effect of the store, and can motivate the store to give better answers.

Further, the information processing apparatus 100 according to the embodiment may have a configuration including the first reception unit 132 , the identification unit 133 , and the storage unit 134 . The first accepting unit 132 accepts questions from the user regarding predetermined products handled at the shopping mall. Based on the question received by the first receiving unit 132, the identifying unit 133 identifies the purchase status indicating whether or not the user has already purchased the predetermined product. The storage unit 134 stores the information about the question in the storage unit 120 in association with the purchase status specified by the specifying unit 133 .

As described above, the information processing apparatus 100 according to the embodiment stores the question in association with the purchase status of the user who asked the question, thereby making it possible to centrally accept questions regardless of the purchase status. In addition, the information processing apparatus 100 stores the questions in association with the purchase status, so that the questions can be used for various information processing, such as having the store give an appropriate answer considering the purchase status of the user, for example. can be done. That is, the information processing apparatus 100 can respond to various inquiries from users without hindrance, and can reduce the management burden on the store side.

In addition, when the purchase status specified in the question is "purchased", the storage unit 134 associates the question with a setting that the question is not disclosed in the content related to the shopping mall. Information related to the question is stored in the storage unit 120 in association with the setting of being open to the public in the content.

In this manner, the information processing apparatus 100 according to the embodiment may automatically set public settings according to purchase status. As a result, the information processing apparatus 100 can prevent personal information from being leaked due to the disclosure of questions that are not set to be public.

In addition, regardless of the purchase status specified in the question, the storage unit 134 associates the question with the setting of making the question public in the content related to the shopping mall when the user who sent the question designates the setting of disclosure permission. , the information about the question is stored in the storage unit 120 .

As described above, the information processing apparatus 100 according to the embodiment may set the question to be made public and store the question when the user desires the question to be made public. As a result, the information processing apparatus 100 can publish the question as desired by the user.

The information processing apparatus 100 according to the embodiment further includes a second reception unit 138 that receives an answer to the question received by the first reception unit 132 from a predetermined store that opens in the shopping mall. The storage unit 134 associates the information regarding the question stored in the storage unit 120 with the information regarding the answer received by the second receiving unit 138 and stores the information regarding the answer in the storage unit 120 .

In this way, the information processing apparatus 100 according to the embodiment may store questions and answers in association with each other. Thereby, the information processing apparatus 100 can centrally manage a series of exchanges between the user and the store.

Further, the information processing apparatus 100 according to the embodiment controls the display control unit 136 to control to display the information about the question in the content about the shopping mall when the question is associated with the setting to be made public in the content about the shopping mall. have more.

In this way, the information processing apparatus 100 according to the embodiment can provide users with useful information such as user questions and store answers by controlling stored questions to be displayed as content.

Further, when a question is received via a product page of a predetermined product provided by a store that handles the predetermined product, the display control unit 136 controls to display information regarding the question on the product page.

In this way, the information processing apparatus 100 according to the embodiment displays a series of exchanges of questions and answers on the product page, so that the store's answer can be conveyed to the user in real time.

Moreover, the display control unit 136 controls to display the purchase status specified in the question when displaying the information about the question.

In this way, the information processing apparatus 100 according to the embodiment displays the user's purchase status, thereby allowing other users and the store to refer to the situation of the user who asked the question. can be done. As a result, the store and other users viewing the question can take appropriate measures according to the situation.

In addition, the display control unit 136 performs control so that questions are displayed in mutually different content for each purchase situation specified in the question.

In this manner, the information processing apparatus 100 according to the embodiment may display questions in content that matches the user's situation. This allows other users to easily search for questions that match their situation. In addition, the store can grasp the content of questions that are likely to be asked according to the user's situation.

As described above, the embodiments of the present application have been described in detail with reference to the drawings, but these are examples, and various modifications and improvements, including the aspects described in the section of the disclosure of the invention, can be made based on the knowledge of those skilled in the art. It is possible to implement the invention in other forms.

Also, the above-mentioned "section, module, unit" can be read as "means" or "circuit". For example, the acquisition unit can be read as acquisition means or an acquisition circuit.

1 information processing system 10 user terminal 20 store terminal 100 information processing device 110 communication unit 120 storage unit 121 store information storage unit 122 product information storage unit 123 question information storage unit 124 evaluation information storage unit 130 control unit 131 acquisition unit 132 first reception Part 133 Identification Part 134 Storage Part 135 Notification Part 136 Display Control Part 137 Generation Part 138 Second Reception Part 139 Calculation Part

Claims (10)

a first reception unit that receives a question about a predetermined product handled at the shopping mall from a user via the product page of the predetermined product;
a specifying unit that specifies product identification information that uniquely identifies the predetermined product based on information about the predetermined product included in the product page as information related to the question received by the first reception unit;
Based on the product identification information specified by the specifying unit, a specified store that handles products corresponding to the product identification information and that opens in the shopping mall is specified, and the question is sent to the specified store. a notification unit that notifies the store;
a generating unit that includes a plurality of questions about one product identified based on the product identification information, and generates content that can be individually answered by the predetermined store for each of the plurality of questions;
A notification device comprising: The first reception unit,
Accepting questions via a product page of the predetermined product provided by a store that handles the predetermined product as the product page of the predetermined product,
The notification unit
When a question is received via the product page of the predetermined product, notifying the store that provided the product page of information on the question,
The notification device according to claim 1, characterized by: The notification unit
When a question is received via the product page of the predetermined product, the question is sent to the store that provided the product page and to other stores that are opened in the shopping mall and that handle the predetermined product. to inform you about the question,
3. The notification device according to claim 1 or 2, characterized by: a display control unit that, when a question is received via the product page of the predetermined product, controls to display information related to the question on the product page;
4. The notification device according to claim 2 or 3, further comprising: The display control unit
controlling to display the store's answer to the question on the product page together with information about the question;
5. The notification device according to claim 4, characterized by: a second reception unit that receives an answer to the question from a predetermined store that is notified by the notification unit;
further comprising
The generating unit
generating the content including the answer received by the second reception unit and the question received by the first reception unit;
The notification device according to any one of claims 1 to 5, characterized in that: The generating unit
generating the content including questions with permission from the user who submitted the question and answers with permission from a predetermined store that submitted the answer;
7. The notification device according to claim 6, characterized by: The identification unit
identifying a JAN (Japanese Article Number) code associated with the predetermined product as the product identification information;
The notification device according to any one of claims 1 to 7, characterized in that: A computer implemented notification method comprising:
a first receiving step of receiving a question about a predetermined product handled at the shopping mall from a user via the product page of the predetermined product;
a identifying step of identifying product identification information that uniquely identifies the predetermined product based on the information of the predetermined product included in the product page as information related to the question received in the first receiving step;
Based on the product identification information specified by the specifying step, a predetermined store that handles products corresponding to the product identification information and that opens in the shopping mall is specified, and the question is asked to the shopping mall. a notification step of notifying a predetermined store to open a store in
a generation step of generating content that includes a plurality of questions about one product identified based on the product identification information, and that the predetermined store can individually answer each of the plurality of questions;
A notification method comprising: a first reception procedure for receiving a question about a predetermined product handled at the shopping mall from a user via the product page of the predetermined product;
a specifying step of specifying product identification information that uniquely identifies the predetermined product based on the information of the predetermined product included in the product page as information related to the question received by the first receiving procedure;
Based on the product identification information identified by the identification procedure, a predetermined store that handles the product corresponding to the product identification information and that opens in the shopping mall is identified, and the question is sent to the predetermined store. a notification procedure for notifying the store;
a generation procedure for generating content that includes a plurality of questions about one product identified based on the product identification information, and that the predetermined store can individually answer each of the plurality of questions;
A notification program characterized by causing a computer to execute

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