JP7405900B2 - Information processing device, information processing method, and information processing program - Google Patents

Description

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

In recent years, there are services that allow users to send and receive messages, data, and the like in real time in a chat format using their terminal devices (for example, see Patent Document 1).

JP2022-58711A

However, with the conventional technology, there is room for improvement in providing better services to users.

The present application has been made in view of the above, and aims to provide an information processing device, an information processing method, and an information processing program that can provide better services.

The information processing device according to the present application includes an extracting section, a specifying section, and a providing section. The extraction unit extracts a product conversation regarding the product from the user's conversation history. The identifying unit identifies a funnel status regarding the product of the user based on the extracted characteristics of the product conversation. The providing unit provides product information regarding the product in a manner according to the specified funnel status.

According to one aspect of the embodiment, it is possible to provide better service.

FIG. 1 is a diagram illustrating processing executed by an information processing apparatus according to an embodiment. FIG. 2 is a diagram illustrating a configuration example of an information processing system according to an embodiment. FIG. 3 is a diagram illustrating a configuration example of an information processing device according to an embodiment. FIG. 4 is a diagram showing an example of user information. FIG. 5 is a flowchart showing a processing procedure of information processing executed by the information processing apparatus according to the embodiment. FIG. 6 is a diagram showing an example of the hardware configuration.

DESCRIPTION OF THE PREFERRED EMBODIMENTS Below, an information processing apparatus, an information processing method, and a form for implementing an information processing program (hereinafter referred to as an "embodiment") according to the present application will be described in detail with reference to the drawings. Note that the information processing apparatus, information processing method, and information processing program according to the present application are not limited to this embodiment. Further, in each of the embodiments below, the same parts are given the same reference numerals, and redundant explanations will be omitted.

(Embodiment)
First, processing executed by the information processing apparatus according to the embodiment will be described using FIG. 1. FIG. 1 is a diagram illustrating processing executed by an information processing apparatus according to an embodiment. Note that FIG. 1 shows an example of the operation of an information processing system S including an information processing device 1 according to an embodiment. As shown in FIG. 1, the information processing system S according to the embodiment includes an information processing device 1 and a user terminal 100.

The information processing system S according to the embodiment extracts features of product conversations, which are conversations about products, from the user's conversation history by sending and receiving messages, identifies the user's funnel status regarding products based on the features, and identifies the funnel status regarding the user's products. Provide product information regarding products in a manner appropriate to the situation.

Specifically, the information processing device 1 first obtains the user's conversation history (step S1). Conversation history includes messages sent by users to other users and messages received from other users in an application (hereinafter referred to as an application) that allows users to have a conversation by sending and receiving messages.

Subsequently, the information processing device 1 extracts a product conversation, which is a conversation about the product, from the conversation history. The product conversation is, for example, a message about the name, function, performance, model, etc. of the product.

Subsequently, the information processing device 1 extracts the characteristics of the extracted product conversation (step S3). Characteristics of the product conversation include the user's degree of understanding and knowledge of the product, whether or not the user owns the product, and the user's evaluation of the product.

Subsequently, the information processing device 1 identifies the funnel status regarding the user's product based on the extracted characteristics of the product conversation (step S4). In FIG. 1, the information processing device 1 specifies which funnel status is recognition, appeal, investigation, action, and recommendation.

Awareness is a funnel situation in which people are aware of the product (know about it, have heard of it), but have not yet become interested in it. The appeal is a funnel situation where the customer is interested in the product but has not reached the point of wanting to own (purchase) it. The survey is a funnel situation in which people are unsure whether to own (purchase) the product, but have not yet taken the action to purchase. The behavior is the intention to own (purchase) the product or the funnel status of owning (purchasing) the product. Recommendation is a funnel situation in which a user owns (purchases) a product and takes action to recommend (or not recommend) other users to own (purchase) the product.

The information processing device 1 identifies the funnel situation using, for example, a learned model that uses the characteristics of the product conversation as an explanatory variable and the funnel situation as an objective variable. Note that when the information processing device 1 specifies that the user does not belong to any funnel status, it specifies that the user is not aware of the product.

Subsequently, the information processing device 1 generates product information in a form according to the specified funnel status (step S5). For example, when the funnel status is recognition, the information processing device 1 provides product information that the user is likely to be interested in, such as product functions and performance, in order to shift to appeal. Such product information may be provided by, for example, analyzing product information that other users have become interested in in the past.

Furthermore, when the funnel status is appeal, the information processing device 1 provides product information such as evaluations (word of mouth, etc.) by other users who have actually used the product, in order to move the product to a survey. In addition, when the funnel status is a survey, the information processing device 1 also provides product information such as evaluations of other users whom the user trusts (closely related to), product sale information, and sales information in order to move the user to action. Provide product information such as pages. Furthermore, when the funnel status is action, the information processing device 1 provides products such as sales pages and sale information when the user does not own (purchase) the product, and when the user has already owned (purchased) the product. In some cases, a product evaluation is requested. Further, when the funnel status is recommended, the information processing device 1 provides (introduces) another user with whom to share the product evaluation performed by the user.

Subsequently, the information processing device 1 provides the user with the generated product information, requests, information on other users to be introduced, etc. (step S6). For example, the information processing device 1 transmits product information, a request, information on other users to be introduced, etc. in a message via the above-mentioned application.

In this way, according to the information processing device 1 according to the embodiment, by providing product information in a manner that corresponds to the user's funnel status regarding the product, it is possible to provide product information that matches the user's current funnel status. That is, according to the information processing device 1 according to the embodiment, better service can be provided to the user.

Next, a configuration example of the information processing system S according to the embodiment will be described using FIG. 2. FIG. 2 is a block diagram showing a configuration example of the information processing system S according to the embodiment. As shown in FIG. 2, in the information processing system S according to the embodiment, an information processing device 1 and a plurality of user terminals 100 are connected to a network N by wire or wirelessly. The network N is, for example, the Internet, WAN (Wide Area Network), LAN (Local Area Network), or the like.

The information processing device 1 is a server device that executes the information processing method according to the embodiment. The information processing device 1 extracts the characteristics of product conversations, which are conversations about products, from the user's conversation history, identifies the user's funnel status regarding the product based on the characteristics, and displays the product in a manner according to the funnel status. Provide product information related to.

The information processing device 1 also cooperates with a plurality of user terminals 100 and provides information such as API (Application Programming Interface) services for various applications (hereinafter referred to as applications) and various data to each user terminal 100. It is a processing device and is realized by a server device, a cloud system, etc.

Further, the information processing device 1 may be an information processing device that provides some kind of web service online to each user terminal 100. For example, the information processing device 1 provides web services such as Internet connection, search service, SNS (Social Networking Service), electronic commerce (EC), electronic payment, online games, online banking, online trading, accommodation and ticket reservations. , video/music distribution, news, maps, route searches, route guidance, route information, operation information, weather forecasts, and other services may be provided. In reality, the information processing device 1 may cooperate with various servers that provide the above-mentioned Web services, and may mediate the Web services, or may be in charge of processing the Web services.

The user terminal 100 is a terminal device owned by a user. The user terminal 100 can be any type of terminal device such as a smartphone, desktop PC, notebook PC, tablet PC, or the like. The user terminal 100 transmits various information to the information processing device 1 and the like, and receives information provided from the information processing device 1 and the like.

Next, a configuration example of the information processing device 1 will be described with reference to FIG. 3.

FIG. 3 is a diagram showing a configuration example of the information processing device 1 according to the embodiment. As shown in FIG. 3, the information processing device 1 includes a communication section 2, a control section 3, and a storage section 4. The control unit 3 includes an acquisition unit 31 , an extraction unit 32 , a specification unit 33 , a generation unit 34 , and a provision unit 35 . The storage unit 4 stores user information 41.

The communication unit 2 is realized by, for example, a NIC (Network Interface Card). The communication unit 2 is connected to a network by wire or wirelessly.

The control unit 3 is a controller that executes various programs (information processing) stored in a storage device inside the information processing device 1 by a processor such as a CPU (Central Processing Unit) or an MPU (Micro Processing Unit). (corresponding to an example of a program) is executed using a RAM or the like as a work area. Further, the control unit 3 is a controller, and may be realized by, for example, an integrated circuit such as an ASIC (Application Specific Integrated Circuit), an FPGA (Field Programmable Gate Array), or a GPGPU (General Purpose Graphic Processing Unit). .

The storage unit 4 is realized by, for example, a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk.

User information 41 is information related to users. FIG. 4 is a diagram showing an example of user information 41. As shown in FIG. 4, the user information 41 includes items such as "user ID", "attribute information", "action history", and "funnel".

"User ID" is identification information that identifies a user. "Attribute information" is information regarding user attributes, and includes psychographic attributes, demographic attributes, and the like. The "behavior history" is the user's behavior history on the network. The "behavior history" is, for example, a user's search behavior, purchase behavior, conversation history, etc. "Funnel" is information indicating the user's current funnel status.

Next, each function (the acquisition section 31, the extraction section 32, the identification section 33, the generation section 34, and the provision section 35) of the control section 3 of the information processing device 1 will be explained.

The acquisition unit 31 acquires the user's conversation history. For example, in an application (hereinafter referred to as an application) in which users have a conversation by sending and receiving messages in a chat format, the acquisition unit 31 may collect messages sent by a user to other users or received from other users. Get conversation history including messages.

More specifically, in addition to the above-mentioned messages, the conversation history includes information on the users who are the senders and receivers of the messages, and the groups with which the users have had conversations. A group is a group in which a plurality of users have conversations by sending and receiving messages in a chat format.

The extraction unit 32 extracts product conversations regarding products from the acquired conversation history. For example, the extraction unit 32 extracts messages such as the product name, function, performance, model, etc. as product conversation.

Further, the extraction unit 32 extracts the content of the product conversation when the above message regarding the product conversation is detected. For example, based on the conversation before and after the message, the extraction unit 32 determines whether the user wishes to buy or sell the product, whether the question is about how to use the product or its malfunction, and the amount of knowledge regarding the product (or product category). , product evaluations, etc.

Next, the extraction unit 32 extracts the characteristics of the product conversation based on the extracted product conversation. The characteristics of the product conversation include, for example, information such as the conversation partner of the above-mentioned product conversation and the content of the product conversation (whether or not the user owns the product, the amount of knowledge about the product, how to use the product, how to deal with product failure, etc.).

The identifying unit 33 identifies the funnel status regarding the user's product based on the characteristics of the product conversation extracted by the extracting unit 32. Specifically, the specifying unit 33 specifies which of the funnels (recognition, appeal, investigation, action, and recommendation) described above is in the state. Note that each funnel is not limited to the example shown in FIG. 1, and may be, for example, a funnel arbitrarily set by the user, or may be another existing funnel.

The specifying unit 33 specifies the funnel situation using, for example, a learned model using the characteristics of the product conversation as an explanatory variable and the funnel situation as an objective variable. Note that when the identifying unit 33 identifies that the user does not belong to any funnel status, it identifies that the user is not aware of the product. Alternatively, the identifying unit 33 may identify the funnel status as "unrecognized", which is a stage before recognition.

The generation unit 34 generates product information in a form according to the specified funnel status. For example, when the funnel status is recognition, the generation unit 34 provides product information that the user is likely to be interested in, such as product functions and performance, in order to shift to appeal. Such product information may be provided by, for example, analyzing product information that other users have become interested in in the past.

Furthermore, when the funnel status is appeal, the generation unit 34 provides product information such as evaluations (word of mouth, etc.) by other users who have actually used the product in order to move the product to a survey. In addition, when the funnel status is a survey, the generation unit 34 generates product information such as evaluations of other users whom the user trusts (closely related to), product sale information, and sales pages in order to move the user to action. Provide product information such as Furthermore, when the funnel status is action, the generation unit 34 provides a sales page or a product such as sale information when the user does not own (purchase) the product, and provides a product such as a sales page or sale information when the user already owns (purchases) the product. Sometimes, we request product reviews. Furthermore, when the funnel status is recommended, the generation unit 34 provides (introduces) another user with whom to share the product evaluation performed by the user.

The providing unit 35 provides the user with generated product information, requests, information on other users to be introduced, and the like. For example, the providing unit 35 sends product information, a request, information on other users to be introduced, etc. in a message via the above-mentioned application.

Next, the processing procedure of information processing executed by the information processing device 1 according to the embodiment will be described using FIG. 5. FIG. 5 is a flowchart showing the processing procedure of information processing executed by the information processing device 1 according to the embodiment.

As shown in FIG. 5, the control unit 3 first obtains the user's conversation history (step S101).

Next, the control unit 3 extracts a product conversation regarding the product from the conversation history (step S102).

Subsequently, the control unit 3 extracts the characteristics of the product conversation (step S103).

Next, the control unit 3 estimates the user's funnel status regarding the product based on the characteristics of the product conversation (step S104).

Subsequently, the control unit 3 generates product information in a manner according to the estimated funnel status (step S105).

Subsequently, the control unit 3 provides the generated product information (step S106), and ends the process.

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

Furthermore, each component of each device shown in the drawings is functionally conceptual, and does not necessarily need to be physically configured as shown in the drawings. In other words, the specific form of distributing and integrating each device is not limited to what is shown in the diagram, and all or part of the devices can be functionally or physically distributed or integrated in arbitrary units depending on various loads and usage conditions. Can be integrated and configured.

For example, part or all of the storage unit 4 shown in FIG. 3 may be held in a storage server or the like instead of being held by each device. In this case, each device obtains various information by accessing the storage server.

[Hardware configuration]
Further, the information processing apparatus 1 according to the embodiments described above is realized by, for example, a computer 1000 having a configuration as shown in FIG. FIG. 6 is a diagram showing an example of the hardware configuration. The computer 1000 is connected to an output device 1010 and an input device 1020, and has an arithmetic device 1030, a primary storage device 1040, a secondary storage device 1050, an output IF (Interface) 1060, an input IF 1070, and a network IF 1080 connected by a bus 1090. has.

The arithmetic unit 1030 operates based on programs stored in the primary storage device 1040 and the secondary storage device 1050, programs read from the input device 1020, and performs various processes. The primary storage device 1040 is a memory device such as a RAM that temporarily stores data used by the arithmetic unit 1030 for various calculations. The secondary storage device 1050 is a storage device in which data used by the calculation device 1030 for various calculations and various databases are registered, and includes ROM (Read Only Memory), HDD (Hard Disk Drive), flash memory, etc. This is realized by

The output IF 1060 is an interface for transmitting information to be output to an output device 1010 that outputs various information such as a monitor or a printer, and is, for example, a USB (Universal Serial Bus), a DVI (Digital Visual Interface), This is realized using a connector compliant with standards such as HDMI (registered trademark) (High Definition Multimedia Interface). Further, the input IF 1070 is an interface for receiving information from various input devices 1020 such as a mouse, a keyboard, and a scanner, and is realized by, for example, a USB or the like.

Note that the input device 1020 is, for example, an optical recording medium such as a CD (Compact Disc), a DVD (Digital Versatile Disc), or a PD (Phase change rewritable disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), or a tape. It may be a device that reads information from a medium, a magnetic recording medium, a semiconductor memory, or the like. Furthermore, the input device 1020 may be an external storage medium such as a USB memory.

Network IF 1080 receives data from other devices via network N and sends it to computing device 1030, and also sends data generated by computing device 1030 to other devices via network N.

Arithmetic device 1030 controls output device 1010 and input device 1020 via output IF 1060 and input IF 1070. For example, the arithmetic device 1030 loads a program from the input device 1020 or the secondary storage device 1050 onto the primary storage device 1040, and executes the loaded program.

For example, when the computer 1000 functions as the information processing device 1, the arithmetic unit 1030 of the computer 1000 realizes the functions of the control unit 3 by executing a program loaded onto the primary storage device 1040.

〔effect〕
As described above, the information processing device 1 according to the embodiment includes the extraction section 32, the identification section 33, and the provision section 35. The extraction unit 32 extracts product conversations regarding products from the user's conversation history. The identifying unit 33 identifies the funnel status regarding the user's product based on the extracted characteristics of the product conversation. The providing unit 35 provides product information regarding the product in a manner according to the specified funnel status. With such a configuration, better services can be provided to users.

Some of the embodiments of the present application have been described above in detail based on the drawings, but these are merely examples, and various modifications and variations may be made based on the knowledge of those skilled in the art, including the embodiments described in the disclosure section of the invention. It is possible to carry out the invention in other forms with modifications.

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

Furthermore, each component of each device shown in the drawings is functionally conceptual, and does not necessarily need to be physically configured as shown in the drawings. In other words, the specific form of distributing and integrating each device is not limited to what is shown in the diagram, and all or part of the devices can be functionally or physically distributed or integrated in arbitrary units depending on various loads and usage conditions. Can be integrated and configured.

Furthermore, the processes described in the embodiments described above can be combined as appropriate within a range that does not conflict with the process contents.

Furthermore, the above-mentioned "section, module, unit" can be read as "means", "circuit", etc. For example, the control unit 3 can be read as a control means or a control circuit.

1 Information processing device 2 Communication unit 3 Control unit 4 Storage unit 31 Acquisition unit 32 Extraction unit 33 Specification unit 34 Generation unit 35 Provision unit 41 User information 100 User terminal S Information processing system

Claims (9)

an extraction unit that extracts product conversations regarding the product from the user's conversation history;
an identification unit that identifies a funnel status regarding the product of the user based on the extracted characteristics of the product conversation;
a providing unit that provides product information regarding the product in a manner according to the specified funnel status;
Equipped with
The extraction section is
When a specific message regarding the product conversation is detected, extracting the conversations before and after the message as the product conversation ,
The funnel status is
including at least awareness, appeal, research, action and recommendation;
The provision department is
When the funnel status is the behavior and the user does not own the product, the product is information related to sales and includes at least one of a sales page of the product or sale information of the product. provide information
Information processing device. The extraction section is
The information processing device according to claim 1, wherein the characteristics include a conversation partner of the product conversation and a content of the product conversation. The specific part is
The information processing device according to claim 1, wherein the funnel status is specified using a learned model using the characteristics of the product conversation as an explanatory variable and the funnel status as an objective variable. The provision department is
The information processing device according to claim 1 , wherein when the funnel status is the appeal, product information regarding evaluations of other users who have used the product is provided. The provision department is
The information processing device according to claim 1 , wherein when the funnel status is the survey, product information regarding evaluations of other users who are closely related to the user or information regarding sales of the product is provided. The provision department is
The information processing device according to claim 1 , wherein when the funnel status is the behavior and the user owns the product, an evaluation of the product is requested instead of providing the product information. The provision department is
The information processing device according to claim 1 , wherein when the funnel status is the recommendation, instead of providing the product information, information on another user with whom product evaluations performed by the user are shared is provided. An information processing method performed by a computer, the method comprising:
an extraction step of extracting product conversations regarding the product from the user's conversation history;
an identification step of identifying a funnel status regarding the product of the user based on the extracted characteristics of the product conversation;
a providing step of providing product information regarding the product in a manner according to the specified funnel status;
including;
The extraction step includes:
When a specific message regarding the product conversation is detected, the conversation before and after the message is extracted as the product conversation ,
The funnel status is
including at least awareness, appeal, research, action and recommendation;
The providing step includes:
When the funnel status is the action and the user does not own the product, the product is information related to sales and includes at least one of a sales page for the product or sale information for the product. provide information
Information processing method. an extraction procedure for extracting product conversations regarding products from a user's conversation history;
an identification procedure for identifying a funnel status regarding the product of the user based on the extracted characteristics of the product conversation;
a provision procedure for providing product information regarding the product in a manner according to the specified funnel status;
make the computer run
The extraction procedure is
When a specific message regarding the product conversation is detected, the conversation before and after the message is extracted as the product conversation ,
The funnel status is
including at least awareness, appeal, research, action and recommendation;
The provision procedure is as follows:
When the funnel status is the action and the user does not own the product, the product is information related to sales and includes at least one of a sales page for the product or sale information for the product. provide information
Information processing program.

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