JPWO2020202299A1 - Chat server and client control program - Google Patents

Abstract

Analyze the tendency of user's answer for each question and contribute to the improvement of conversion rate. The question storage unit 1d holds a question specification including at least the contents of a series of questions to be presented to the user and the presentation order of these series of questions. The chat processing unit 1a generates question data according to the question specifications stored in the question storage unit 1d, and transmits this question data to the client. The chat processing unit 1a receives from the client the content of the answer input by the user and the answer time information that can specify the time required for the user to answer the question sequentially presented in the chat format. The answer storage unit 1e holds the content of the answer received from the client and the answer time information for each question. The answer analysis unit 1c statistically analyzes the answer time information for each question held in the answer storage unit 1e, and presents the analysis result to the management authority. The question editing unit 1b changes the question specifications held in the question storage unit 1d according to the editing by the administrator.

Description

The present invention relates to a chat server and a client control program, and more particularly to a method of sequentially collecting user answers to a predetermined series of questions in a chat format.

Conventionally, a method called chat, which is real-time communication on a network, is known. For example, Patent Document 1 discloses a system that supports communication between an operator and a user when registering a user. Specifically, as shown in FIG. 13, a chat screen 128 for an operator device that provides a registration service is displayed on the display unit of the mobile terminal. This display unit displays the operator message 132 and the user message 136 on the chat screen 128 in chronological order. The message for asking a question for a registered item in the operator message 132 includes a selective interface in which the user can select the answer to the question. A re-entry interface 134 is further attached to the message related to the registration item. When the re-input interface 134 is selected, the operator device is requested to retransmit the operator message 132 related to the registration item.

Japanese Unexamined Patent Publication No. 2016-91463

By the way, in various sites such as questionnaires, job changes, electronic commerce (EC), and affiliates, user information necessary for performing a predetermined procedure is often acquired from a user terminal. As one of the methods for that purpose, there is known a method of transmitting a predetermined form in which a plurality of input items are described to a user terminal and receiving a form filled in by the user. However, there are many cases where the user does not return the completed form, and the conversion rate (that is, the ratio of the number of people who reached the target of the site divided by the number of people who entered the first stage of reaching the target) is not always good. There is. In addition, the site side can only grasp the fact that the form was not answered, and it is difficult to grasp the individual tendency such as which question the user was unable to answer and left. Therefore, the fact is that there is no useful information for reviewing the content and order of questions in order to increase the conversion rate. On the other hand, there is also known a method of encouraging the user to input an answer on each question screen while switching the question screen for each question instead of sending and receiving a form. In this method, the answer status of the user can be grasped for each question by the transition of the question screen, but the content of the answer to the previous question cannot be confirmed on a certain question screen, so that the user can use it. There is a difficulty in convenience.

The present invention has been made in view of such circumstances, and an object of the present invention is to analyze the tendency of the user's answer for each question and contribute to the improvement of the conversion rate.

In order to solve such a problem, the first invention is connected to a client operated by a user via a network, and has a question storage unit, a chat processing unit, an answer storage unit, an answer analysis unit, and a question editing unit. Provide a chat server to have. The question storage unit holds the question specifications. This question specification includes at least the content of a series of questions to be presented to the user and the order in which the series of questions are presented. The chat processing unit generates question data according to the question specifications stored in the question storage unit, and sends this question data to the client. At the same time, the chat processing unit can specify the content of the answer input by the user and the time required for the answer to the question sequentially presented to the user in a chat format based on the question data. And is received from the client. The answer storage unit holds the content of the answer received from the client and the answer time information for each of the questions presented to the user. The answer analysis unit statistically analyzes the answer time information for each question held in the answer storage unit, and presents the analysis result to the management authority. The question editorial department changes the question specifications held in the question storage unit according to the editing of the administrator.

Here, in the first invention, the question data is taken into a computer program executed on the client side as data, whereby the question is presented to the user on the client side. In addition, the above-mentioned question data may include all the contents of a series of questions specified by the question specifications. In this case, it is preferable that the chat processing unit collectively transmits the question data to the client at the timing prior to presenting the question to the user. Alternatively, the question data may include part of the content of a series of questions defined by the question specifications. In this case, it is preferable that the chat processing unit repeatedly transmits the question data to the client at the timing prior to presenting the question to the user and during the communication with the user in the chat format.

In the first invention, the question specification defines the type of user interface for the user to input an answer on the client side for each question, and the question data specifies the type of user interface for each question. Is preferably included. In addition, the above question editorial department adds new questions, changes the content of questions, deletes questions, changes the order in which a series of questions are presented, and types of user interfaces for users to enter answers to questions. It is preferable to allow at least one of the changes in. In addition, the answer analysis unit may present the withdrawal rate of the user for each question as an analysis result. Further, the answer analysis unit may present the analysis results before and after the change of the question specifications in a form that can be compared.

The second invention provides a client control program that causes a client-side computer connected to a chat server to execute a process having the following steps. In the first step, the content of a series of questions to be presented to the user and the question data generated according to the question specifications including at least the order in which the series of questions are presented are received from the external system, and the client control program receives the question data. Import as data. In the second step, questions are sequentially presented to the user in a chat format based on the question data. In the third step, for each of the presented questions, the content of the answer input by the user and the answer time information that can specify the time required for the answer by the user are transmitted to the chat server.

Here, in the second invention, the client control program is described in a language that can be processed by a browser provided by the client, and it is preferable that the client control program operates on this browser.

In the second invention, the question data may include all of the contents of a series of questions defined by the question specifications. In this case, in the first step, it is preferable to collectively receive the question data from the chat server at the timing prior to presenting the question to the user. Alternatively, the question data may include part of the content of a series of questions defined by the question specifications. In this case, it is preferable that the first step repeatedly receives the question data from the chat server at the timing prior to presenting the question to the user and during the communication with the user in the chat format.

In the second invention, the question data may include designation of the type of user interface for the user to input an answer on the client side for each question. In this case, it is preferable that the second step displays a user interface of the type specified by the question data when presenting the question to the user.

According to the first invention, the answer time information regarding each question presented to the user in a chat format is statistically analyzed, and the analysis result is presented to the management authority. The management authority edits the question specifications, such as adding, changing, deleting, and changing the presentation order, by referring to the analysis result. As a result, the question specifications can be reviewed to those that are easier for the user to answer, which can contribute to the improvement of the conversion rate.

According to the second invention, it is necessary for the chat server to perform statistical analysis by incorporating the question data provided by the chat server into the client control program and then executing the client control program on the client side. Answer time information can be appropriately obtained from the client for each user and each question.

Chat service network configuration diagram Chat server block diagram Diagram showing a display example of the question specification setting screen Diagram showing a description example of question data Client control program flowchart Diagram showing a part of the display example of the chat screen by text input Diagram showing a partial display example of the chat screen by button selection Diagram showing a partial display example of the chat screen by uploading a file Diagram showing a partial display example of the chat screen by card selection Conceptual diagram of answer data Diagram showing an example of analysis results of user responses Flowchart of client control program related to modified example Explanatory drawing of the prior art

FIG. 1 is a network configuration diagram of a chat service according to the present embodiment. This chat service provides necessary information (hereinafter referred to as "user information") set by the user when answering questionnaires, registering various sites including job change sites, purchasing electronic commerce (EC) products, registering affiliates, etc. ) Is collected in a chat format, a chat server 1 connected to a network represented by the Internet, an administrator client 2 operated by an administrator, and a client operated by a user (respondent). That is, it is composed of the user terminal 3. The features of this embodiment include the following points. First, the chat server 1 and the user terminal 3 cooperate with each other to sequentially present a series of time-series questions to the user in a chat format. Secondly, the chat server 1 collects and analyzes the answer contents of the user and the time required for the answer for each question, and presents the analysis result to the management authority. Thirdly, the administrator can review and edit the contents of the questions and the order of presentation by referring to the analysis results.

The chat server 1 generates question data and transmits the question data to the user terminal 3. The question to be presented to the user is preset as a question specification described later. Further, the question is presented by the computer program (client control program described later) executed on the user terminal 3 taking in the question data and then controlling the question by the user terminal 3. As a result, a series of questions are presented sequentially and in chronological order in a chat format on the display screen of the user terminal 3. This question data also includes a question that is divided according to the answer from the user. The advantage of using chat as a user interface is that the previous exchanges can be confirmed on the display screen, so it is easier for the user to achieve consistency with the previous answer compared to the display mode in which the screen is switched for each question. Can be mentioned.

Further, the chat server 1 receives from the user terminal 3 information on the answer to each question input by the user and the answer time, and holds the information. Further, the chat server 1 analyzes the tendency of the user's response in response to the request from the administrator client 2, and transmits the analysis result to the authority client 2.

FIG. 2 is a block diagram of the chat server 1. The chat server 1 is mainly composed of a chat processing unit 1a, a question editing unit 1b, an answer analysis unit 1c, a question storage unit 1d, an answer storage unit 1e, and a program providing unit 1f. The chat processing unit 1a generates question data according to the question specifications stored in the question storage unit 1d, and transmits the question data to the user terminal 3. A series of questions presented to the user are defined in advance as question specifications created by the administrator, and are stored and held in the question storage unit 1d. Further, the chat processing unit 3 receives from the user terminal 3 the content of the answer input by the user and the answer time information that can specify the time required for the answer by the user for each question. The content of the answer and the answer time information collected for each user and each question are stored as answer data in the answer storage unit 1e.

The question editing unit 1b newly registers the question specifications in response to the instruction of the management authority, and allows the question specifications held in the question storage unit 1d to be edited afterwards. Subsequent edits include adding new questions, changing question content, deleting questions, changing the order in which a series of questions are presented, and changing the type of user interface for users to enter answers to questions. At least one of these is acceptable as a system specification.

Here, the question specifications set by the administrator include at least the contents of a plurality of questions to be presented to the user and the order in which these questions are presented. FIG. 3 is a display example of the question specification setting screen on the authority client 2 operated by the authority, and shows the collection of user information related to job change as an example. On the setting screen of the figure, for example, the administrator inputs a question to the effect that the user's name should be entered as a dialogue-like text sentence, and as a reaction (optional) to the user's answer, the dialogue-like text. Enter additional sentences. It is also possible to set individual reactions to the user's answers, such as a reaction for the user A for the specific user A and a reaction for the user B for another user B. Further, in the question specification, in addition to the content of the question and the order of presentation thereof, the type of the user interface (UI type) for the user to input the answer can be specified. UI types include text input, button selection, file upload, card selection, calendar selection (date selection), and the like. The question specifications set by the administrator are uploaded to the chat server 1 and stored in the question storage unit 1d via the question editing unit 1b.

The question data is generated according to the question specifications read from the question storage unit 1d. FIG. 4 shows a description example of the question data. This question data is described by, for example, JSON ((JavaScript Object Notation)), which is a lightweight data exchange format, and is structured as data. The figure shows the question items of "id" = "00001". The content of the question is described in "message", the answer text options are described in "label", and the UI type is described in "type". The UI type is specified by "type", for example, a button. "Radio" for single selection, "checkbox" for multiple selection, "text" for text input, "file" for file upload, etc. Also, the two lines from the bottom After the eyes, conditional-00001 "I want to apply for free consultation" stipulates the display conditions, and if this display condition is met, "Thank you! Can you answer some questions when you consult?" Indicates that the message "?" Is displayed as a reaction. In addition, as question data, it is possible to describe a plurality of questions (including all of a series of questions) at once, in which case. Following the description example in the figure, the questions after "id" = "00002" will be described.

The response analysis unit 1c analyzes the response data held in the response storage unit 1e from various angles in response to the instruction of the management authority, and presents the analysis result to the management authority. Various analysis tools are prepared by the answer analysis unit 1c, and as a characteristic, statistical analysis (for example, of answer time) regarding answer time information (for a large number of users) for each question is provided. Mean, distribution, variance, etc.). In addition, there are statistical analysis of answer contents such as selection ratio of question options (answer candidates), and user withdrawal rate for each question described later. From the analysis result presented by the answer analysis unit 1c, for example, it is possible to grasp the tendency of the time required for the user to answer each question, which is useful information for the authority to review the question specifications. Become.

The program providing unit 1f provides a computer program (client control program) necessary for communication with the chat server 1 in response to a download request from the user terminal 3. The user terminal 3 downloads this program each time it is read for the first time, but if it is cached by itself, the cached one may be reused without downloading. The question data received from the chat server 1 is taken into the program as data, and the user terminal 3 side performs necessary control including the presentation of the question to the user. The program providing unit 1f does not necessarily have to be provided in the chat server 1 itself, which is an external system for the user terminal 3, and is downloaded from an external system (download server, etc.) different from the chat server 1. You may.

FIG. 5 is a flowchart of the client control program. This client control program is typically described in a language (for example, JavaScript (registered trademark)) that can be processed by a browser included in the user terminal 3 that is a client, and operates on this browser.

First, in step 1, the question data received from the chat server 1 is incorporated into this program. That is, the chat processing unit 1a included in the chat server 1 collectively transmits a single question data summarizing all the questions to the user terminal 3 at a timing prior to presenting the question to the user.

In step 2, the first question is presented to the user via the display screen of the user terminal 3. The question presentation order is determined in the "order" order (ascending order) described in the question data. When presenting the question, the type of user interface specified by the question data is used and displayed.

In step 3, as the answer time information (question time) regarding the first question, the presentation time ts indicating the time when the question is presented to the user is transmitted from the user terminal 3 to the chat server 1.

In step 4, if the answer to the first question is entered by the user, it will be accepted.

In step 5, this answer is transmitted from the user terminal 3 to the chat server 1. At that time, as the answer time information regarding the first question, the answer time tr indicating the time when the user answered is also transmitted to the chat server 1. The chat server 1 can specify the "time T required for the user to answer" regarding the first question by calculating the difference between the answer time information ts and tr received from the user terminal 3. The "time required for the user to respond" may be calculated on the user terminal 3 side and transmitted to the chat server 1 side.

In step 6, it is determined whether or not this question is the last one. If it is the first question, the process proceeds to the second question (step 7), and the process related to the second question is repeated (steps 2 to 5). After that, the same process is repeated for each question, and when the process of the last question is completed, a series of processes is completed.

FIG. 6 is a diagram showing a partial display example of a chat screen by text input on the user terminal 3. The dialogue between the chat server 1 and the user is performed in chronological order, and proceeds in the order of the user's answer A1 to the question Q1, the user's answer A2 to the question Q2, the reaction R2, and the question Q3. Then, when text input is specified as the UI type of the answer to a certain question Q3, the user inputs the answer in text in the displayed text box and then clicks the send button. Through such exchanges, questions and answers are sequentially added on the display screen. The user can appropriately confirm the previous exchange by scrolling the display screen.

FIG. 7 is a diagram showing a partial display example of a chat screen by button selection. When button selection is specified as the UI type of the answer to a certain question, the user clicks the appropriate one from the plurality of buttons displayed as answer candidates. As a result, what is clicked is accepted as an answer.

FIG. 8 is a diagram showing a partial display example of a chat screen by uploading a file. When file upload is specified as the UI type of the answer to a certain question, the user clicks the displayed icon and selects the file to be sent. This will accept the selected file as an answer.

FIG. 9 is a diagram showing a display example of a part of the chat screen by card selection. When card selection is specified as the UI type for the answer to a question, the user slides the card sideways to select the desired date and then checks the button corresponding to the desired time. As a result, what is clicked is accepted as an answer. In addition to the date selection, the card selection can also be used when setting the contents of prefectures and the like.

The answer received from the user terminal 3 is stored and held in the answer storage unit 1e as answer data for each user. FIG. 10 is a conceptual diagram of response data relating to a certain user. The answer data includes the content of the answer (A1, A2, A3, ...) and the question time (ts1, ts2, ts3, ...) For each of the series of questions (Q1, Q2, Q3, ...). ), The response time (tr1, tr2, tr3, ...) And the response time (T1, T2, T3, ...). Here, the answer time is the time required for the user to answer. For example, the answer time T1 regarding the question Q1 is the question time tr1 (the time when the answer log is saved) and the answer time ts1 (the time when the question log is saved). ) Is calculated as the difference. In the example of the figure, the content of the answer and the answer time information that can specify the time required for the user to answer are managed integrally, but both may be managed separately. Further, as the response time information, it is not always necessary to retain both the transmission / reception time and the response time, and only one of them may be retained.

FIG. 11 is a diagram showing an example of the analysis result of the user response in the response analysis unit 1c. The analysis results include, for example, the average response time (Ta1, Ta2, Ta3, ...) For each of a series of questions (Q1, Q2, Q3, ...) And the user withdrawal rate (R1, R2, R3). , ...) can be calculated. As a result, the authority can grasp the questions that take a long time to answer and the questions with a high withdrawal rate in a series of questions. It is also possible to grasp the correlation between customer information and withdrawal points, the attributes and ratios of customers, the optimum order of questions in collecting information, or the correlation of the response rate for each sequence of questions. In fact, the usefulness of the analysis results is extremely high because the response rate of the former is several times higher than that of the latter when asking the phone number after asking the email address and when asking the phone number in reverse order. high. Further, it is preferable that the answer analysis unit 1c presents the analysis results (for example, the difference in the CV rate) before and after the change of the question specifications to the management authority in a form that can be compared.

If the user leaves during the response, the chat server 1 may retain the data as a "leave user" and reuse the data when the user returns.
A "leaving user" is defined as a user who has opened the chat page more than once and has not answered the conversion question. As the measurement method, first, the number of visits / presence / absence of conversion is recorded for each user. Next, at the time of aggregation, the following [number of withdrawal users] and "number of users" are extracted, then the [withdrawal rate] is calculated, and the withdrawal rate of users for each question is presented as an analysis result.

[Number of withdrawal users]: Users with "1 or more visits" and "no conversion" [Number of users]: Users with "1 or more visits" [Leaving rate (%)] = [Number of leaving users] ÷ [Users] Number] x 100

In addition, on the chat server 1 side, user behavior information (site visit count / PV number (PV: page view), chat visit count / PV count) and information from the user agent (terminal / browser information, etc.) are acquired. Then, they may also be treated as customer information.

As described above, according to the present embodiment, the answer time information regarding each question presented to the user in the chat format is statistically analyzed, and the analysis result is presented to the management authority. The administrator refers to this analysis result and reviews the question specifications so that the user can answer more easily. For example, for questions with a long average response time or questions with a high withdrawal rate, take measures such as dividing them into multiple questions or changing to a selective UI type. In addition, if such a question occurs in the early stage, take measures such as leaving the presentation order later. By taking such measures, the conversion rate can be improved.

Further, according to the present embodiment, by using a chat format that is easy for the user to understand as a user interface for exchanging questions and answers, it is possible to input user information in a natural flow like a conversation. In addition, since the input contents for the previous question can be easily confirmed on the display screen of the user terminal 3, the consistency with the previous answer contents is improved as compared with the display form in which the question screen is switched for each question. , It is possible to improve the convenience for the user.

Further, according to the present embodiment, in the user terminal 3, the question and the answer are dynamically added on one screen without switching the question screen, so that a series of exchanges can be performed seamlessly and at high speed. be able to. In particular, when a series of questions to be presented to the user are collectively transmitted as a single question data, the processing delay due to the communication status can be effectively suppressed.

Further, according to the present embodiment, by executing the client control program incorporating the question data on the user terminal 3 (client) side, the user can obtain the answer time information necessary for the chat server 1 to perform statistical analysis. It can be appropriately obtained from the user terminal 3 for each question and each question.

In the above-described embodiment, an example in which a series of questions to be presented to the user are collectively transmitted as a single question data has been described, but one question data is generated for one question. In addition, question data including a part of the contents of a series of questions may be repeatedly transmitted. In this case, the chat processing unit 1a provided in the chat server 1 transmits the question data regarding the first question to the user terminal 3 at the timing prior to the presentation of the question to the user, and is in the middle of the communication with the user in the chat format. Repeat the transmission of question data for each subsequent question. Further, in this modified example, determination of the presentation order of a series of questions, branching processing accompanied by conditions, and the like are performed on the chat server 1 side. FIG. 12 is a flowchart of a client control program according to this modification.

First, in step 11, the question data received from the chat server 1 is taken in as the data of this program. Next, in step 12, a specific question corresponding to the question data is presented to the user via the display screen of the user terminal 3. Next, in step 13, the presentation time ts indicating the time when the question is presented to the user is transmitted from the user terminal 3 to the chat server 1 as the answer time information (question time) regarding the specific question. Next, in step 14, when the answer to the specific question is input by the user, this is accepted. Then, in step 15, this answer is transmitted from the user terminal 3 to the chat server 1. As a result, a series of processes related to the specific question is completed, and the reception of the next question data from the chat server 1 is awaited.

As described above, according to the present modification, the same operation and effect as those of the above-described embodiment are obtained except that the question data is transmitted from the chat server 1 to the user terminal 3 a plurality of times.

1 Chat server 1a Chat processing unit 1b Question editing unit 1c Answer analysis unit 1d Question storage unit 1e Answer storage unit 1f Program provision unit 2 Administrator client 3 User terminal (client)

Claims (13)

In a chat server connected to the network of the client operated by the user
A question storage unit that holds the contents of a series of questions to be presented to the user and the question specifications including at least the presentation order of the series of questions.
Question data is generated according to the question specifications stored in the question storage unit, the question data is transmitted to the client, and the user sequentially presents the question to the user in a chat format based on the question data. A chat processing unit that receives from the client the content of the answer entered by the client and the answer time information that can specify the time required for the user to answer.
For each of the questions presented to the user, an answer storage unit that holds the content of the answer received from the client and the answer time information, and
An answer analysis unit that statistically analyzes the answer time information for each question held in the answer storage unit and presents the analysis results to the authority.
A chat server having a question editing unit that changes the question specifications held in the question storage unit according to the editing of the administrator. The chat according to claim 1, wherein the question data is taken as data into a computer program executed on the client side, whereby the question is presented to the user on the client side. server. The question data includes all of the contents of the series of questions specified by the question specifications.
The chat server according to claim 2, wherein the chat processing unit collectively transmits the question data to the client at a timing prior to presenting the question to the user. The question data includes a part of the content of the series of questions specified by the question specifications.
The second aspect of claim 2, wherein the chat processing unit repeatedly transmits the question data to the client at a timing prior to presenting a question to the user and in the middle of communication with the user in a chat format. Chat server. The question specification defines the type of user interface for the user to input an answer on the client side for each question.
The chat server according to any one of claims 1 to 4, wherein the question data includes designation of the type of the user interface for each question. The question editorial department adds new questions, changes the content of questions, deletes questions, changes the order in which a series of questions are presented, and changes the type of user interface for users to enter answers to questions. The chat server according to claim 1, wherein at least one of them is allowed. The chat server according to claim 1, wherein the answer analysis unit presents the withdrawal rate of the user for each question as the analysis result. The chat server according to claim 1, wherein the answer analysis unit presents the analysis results before and after the change of the question specifications in a comparable form. In a client control program that runs on a client-side computer that is network-connected to a chat server
The content of a series of questions to be presented to the user and the question data generated according to the question specifications including at least the presentation order of the series of questions are received from the external system and imported as the data of the client control program. 1 step and
Based on the question data, the second step of sequentially presenting questions to the user in a chat format,
A process having a third step of transmitting the content of the answer input by the user and the answer time information capable of specifying the time required for the answer to the chat server for each of the presented questions. A client control program characterized by having a computer execute. The client control program according to claim 9, wherein the client control program is described in a language that can be processed by a browser included in the client, and operates on the browser. The question data includes all of the contents of the series of questions specified by the question specifications.
The client control program according to claim 9, wherein the first step is to collectively receive the question data from the chat server at a timing prior to presenting the question to the user. The question data includes a part of the content of the series of questions specified by the question specifications.
The first step is claimed in claim 9, wherein the question data is repeatedly received from the chat server at a timing prior to presenting the question to the user and in the middle of communication with the user in a chat format. The described client control program. The question data includes specifying the type of user interface for the user to input an answer on the client side for each question.
The client control program according to any one of claims 9 to 11, wherein the second step displays a user interface of the type specified by the question data when presenting a question to the user.

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