WO2021095263A1 - Programme de liaison de service, procédé de liaison de service et dispositif de traitement d'informations - Google Patents

Programme de liaison de service, procédé de liaison de service et dispositif de traitement d'informations Download PDF

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Publication number
WO2021095263A1
WO2021095263A1 PCT/JP2019/044964 JP2019044964W WO2021095263A1 WO 2021095263 A1 WO2021095263 A1 WO 2021095263A1 JP 2019044964 W JP2019044964 W JP 2019044964W WO 2021095263 A1 WO2021095263 A1 WO 2021095263A1
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Prior art keywords
information
input
processing
chatbot
service
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PCT/JP2019/044964
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English (en)
Japanese (ja)
Inventor
央祐 飯島
博至 松山
慎二 生川
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富士通株式会社
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Priority to JP2021555772A priority Critical patent/JP7327504B2/ja
Priority to PCT/JP2019/044964 priority patent/WO2021095263A1/fr
Publication of WO2021095263A1 publication Critical patent/WO2021095263A1/fr

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F13/00—Interconnection of, or transfer of information or other signals between, memories, input/output devices or central processing units

Definitions

  • the present invention relates to a service cooperation program, a service cooperation method, and an information processing device.
  • Some existing web services do not support input acceptance from smartphones and tablet terminals, and some are difficult to input from smartphones and tablet terminals. Therefore, it is desired to build an easy-to-use service that supports access from smartphones and tablet terminals.
  • the present invention aims to improve the convenience of a web service without changing the existing system for providing the web service.
  • selection information of any web service selected from a plurality of web services in a conversation format with a chat bot on an information processing terminal and the input in a conversation format with the chat bot.
  • the input information corresponding to any of the web services is acquired, the acquired input information corresponds to which input item in any of the web services, and the input information for the specified input item is specified.
  • the input process is executed to specify the progress status of any of the web services based on the input of the input information for the input item, and the type of the web service specified from the acquired selection information and the type of the web service.
  • a response including the progress status information to the information processing terminal may be a conversational means with the chatbot or another means different from the conversational form with the chatbot.
  • a service cooperation program is provided that determines by which means of the above and transmits the response by the determined means.
  • a processing component group that acquires information input in a conversation format with a chatbot on an information processing terminal and inputs the acquired information into an input item of a web service corresponding to the chatbot. Is specified, a response process for the input process is determined based on the specified processing component group, and a service cooperation program is provided that responds to the information processing terminal by the determined response process.
  • FIG. 1 is an explanatory diagram showing a system configuration example of the service cooperation system 100.
  • FIG. 2 is a block diagram showing a hardware configuration example of the information processing device 101.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminal 102.
  • FIG. 4 is an explanatory diagram showing an example of the stored contents of the service type table 130.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the item reading table 140.
  • FIG. 6 is an explanatory diagram showing a display example of a chat window.
  • FIG. 7 is a block diagram showing a functional configuration example of the information processing device 101.
  • FIG. 8 is an explanatory diagram showing a specific example of e-mail.
  • FIG. 9 is an explanatory diagram showing an operation example of the service cooperation system 100.
  • FIG. 10 is an explanatory diagram showing an embodiment of the input process.
  • FIG. 11 is a flowchart (No. 1) showing an example of the service cooperation processing procedure of the information processing apparatus 101.
  • FIG. 12 is a flowchart (No. 2) showing an example of the service cooperation processing procedure of the information processing apparatus 101.
  • FIG. 13 is a flowchart (No. 3) showing an example of the service cooperation processing procedure of the information processing apparatus 101.
  • the service cooperation system 100 is applied to, for example, an FAQ (freaky Asked Question) system using a chatbot.
  • FIG. 1 is an explanatory diagram showing a system configuration example of the service cooperation system 100.
  • the service cooperation system 100 includes an information processing device 101, an information processing terminal 102, an RPA server 103, and a processing server 104.
  • the information processing device 101, the information processing terminal 102, the RPA server 103, and the processing server 104 are connected via a wired or wireless network 110.
  • the network 110 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.
  • the information processing device 101 is a computer capable of controlling the conversation of the chatbot.
  • a chatbot is a computer system that uses artificial intelligence to interact with humans and exchange messages.
  • the information processing device 101 has a FAQ master 120, a service type table 130, and an item reading table 140.
  • the FAQ master 120 stores the FAQ.
  • FAQ means "frequently asked questions" and is a collection of questions and answers to questions that are expected in advance.
  • the question may be a question of how to solve some problem, or it may be a spoken question.
  • the answer is, for example, an answer that indicates a solution to the question asked, or an answer to a spoken question.
  • the conversation with the chatbot is performed according to, for example, a talk script.
  • the talk script is information that defines the chat processing of the chat, and corresponds to the information that defines the conversation flow of the chatbot.
  • the talk script may be prepared for each web service.
  • the talk process is a process for realizing the operation (behavior) of the chatbot.
  • the talk process includes a process of speaking, a process of displaying options, a process of performing a procedure according to the selected option, and the like.
  • the information processing device 101 may have, for example, a script DB (Database) for storing a talk script and a chat log DB for storing a chat log (conversation history).
  • a script DB Database
  • chat log DB for storing a chat log (conversation history).
  • the information processing device 101 is a server.
  • the information processing terminal 102 is a computer used when a user has a conversation with a chatbot.
  • the user can search for a desired answer or use a web service while interacting with the chatbot, for example, by inputting a message or selecting an option.
  • Web services include, for example, account opening, balance inquiry, transfer, address change, etc. provided by financial institutions.
  • the information processing terminal 102 is a smartphone, a tablet-type PC (Personal Computer), or the like.
  • the RPA server 103 is a computer having a processing component group PG of RPA (Robotic Process Automation).
  • RPA is to automate and streamline routine tasks that were manually performed by using robotic technology of software equipped with artificial intelligence.
  • the processing component group PG is provided, for example, corresponding to a web service.
  • the processing component group PG includes, for example, an RPA control unit cr and a robot rb.
  • the RPA control unit cr queues the requested process (job) and controls the robot rb.
  • the robot rb is software that executes processing under the control of the RPA control unit cr.
  • the RPA server 103 may have an RPA processing component group PG corresponding to each web service for a plurality of web services.
  • the processing server 104 is a computer that executes processing related to the web service.
  • Processes related to Web services include, for example, balance inquiry processing, transfer processing, and address change processing at financial institutions.
  • the processing server 104 is a server of a system that operates a web service.
  • chatbot If various information required when using a web service on a smartphone or the like can be input in a conversational format with a chatbot, it is possible to provide a natural and easy-to-understand interface for the user. It is also conceivable to automate the input of information to a web page by linking a chatbot and RPA.
  • the user can use the web service while inputting information in a conversational format with the chatbot.
  • some RPA processing component group PGs perform synchronous processing and asynchronous processing depending on the web service.
  • Synchronous processing is processing that returns processing results in real time, such as balance inquiry processing.
  • the asynchronous process is a process of returning a processing result at a later date, such as an address change process. Therefore, in order to make the web service available by linking the chatbot and the RPA, it is desired to control the RPA according to the function of the processing component group PG.
  • a service cooperation method for improving the convenience of the web service from the information processing terminal 102 for example, a smartphone or a tablet terminal
  • the existing system for providing the web service will be described. ..
  • the information processing device 101 is a web service based on the input of the input information corresponding to the web service input in the conversation format with the chat bot in the information processing terminal 102 into the input item in the web service. Identify progress. Then, the information processing device 101 makes a response to the information processing terminal 102 different from the conversation format means with the chatbot or the conversation format with the chatbot, depending on the specified progress status and the type of the web service. Send by any of the other means.
  • the web service while providing an interface that is easy to input from the information processing terminal 102, control according to the type of the web service is realized, and the convenience of the web service Si from the information processing terminal 102 is improved. Improve.
  • the present invention is not limited to this.
  • the information processing terminal 102 is provided for each user of the service cooperation system 100.
  • the RPA server 103 and the processing server 104 may be provided for each web service.
  • the RPA server 103 may be realized by, for example, the information processing device 101.
  • FIG. 2 is a block diagram showing a hardware configuration example of the information processing device 101.
  • the information processing device 101 includes a CPU (Central Processing Unit) 201, a memory 202, a disk drive 203, a disk 204, a communication I / F (Interface) 205, and a portable recording medium I / F 206. , And a portable recording medium 207. Further, each component is connected by a bus 200.
  • CPU Central Processing Unit
  • the CPU 201 controls the entire information processing device 101.
  • the CPU 201 may have a plurality of cores.
  • the memory 202 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like.
  • the flash ROM stores the OS (Operating System) program
  • the ROM stores the application program
  • the RAM is used as the work area of the CPU 201.
  • the program stored in the memory 202 is loaded into the CPU 201 to cause the CPU 201 to execute the coded process.
  • the disk drive 203 controls data read / write to the disk 204 according to the control of the CPU 201.
  • the disk 204 stores the data written under the control of the disk drive 203. Examples of the disk 204 include a magnetic disk and an optical disk.
  • the communication I / F 205 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the information processing terminal 102, the RPA server 103, and the processing server 104 shown in FIG. 1) via the network 110.
  • the communication I / F 205 controls the interface between the network 110 and the inside of the device, and controls the input / output of data from an external computer.
  • a modem, a LAN adapter, or the like can be adopted for the communication I / F 205.
  • the portable recording medium I / F 206 controls data read / write to the portable recording medium 207 according to the control of the CPU 201.
  • the portable recording medium 207 stores data written under the control of the portable recording medium I / F 206.
  • Examples of the portable recording medium 207 include a CD (Compact Disc) -ROM, a DVD (Digital Versatile Disc), and a USB (Universal Versatile Bus) memory.
  • the information processing device 101 may include, for example, an SSD (Solid State Drive), an input device, a display, or the like, in addition to the above-described components. Further, the information processing device 101 does not have to have, for example, a disk drive 203, a disk 204, a portable recording medium I / F 206, and a portable recording medium 207 among the above-described components. Further, the RPA server 103 and the processing server 104 shown in FIG. 1 can also be realized by the same hardware configuration as the information processing apparatus 101.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminal 102.
  • the information processing terminal 102 includes a CPU 301, a memory 302, a display 303, an input device 304, a communication I / F 305, a camera 306, a speaker 307, and a microphone 308. Further, each component is connected by a bus 300.
  • the CPU 301 controls the entire information processing terminal 102.
  • the CPU 301 may have a plurality of cores.
  • the memory 302 is a storage unit having, for example, a ROM, a RAM, a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and RAM is used as a work area of CPU 301.
  • the program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.
  • the display 303 is a display device that displays data such as a cursor, an icon, a toolbox, a document, an image, and functional information.
  • a liquid crystal display for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.
  • the input device 304 has keys for inputting characters, numbers, various instructions, etc., and inputs data.
  • the input device 304 may be a touch panel type input pad, a numeric keypad, or the like, or may be a keyboard, a mouse, or the like.
  • the communication I / F 305 is connected to the network 110 through a communication line, and is connected to an external computer (for example, an information processing device 101) via the network 110. Then, the communication I / F 305 controls the interface between the network 110 and the inside of the own device, and controls the input / output of data from the external device.
  • an external computer for example, an information processing device 101
  • the camera 306 is a photographing device that captures an image (still image or moving image) and outputs image data.
  • the speaker 307 converts an electric signal into voice and outputs the voice.
  • the microphone 308 receives voice and converts it into an electrical signal.
  • the information processing terminal 102 may include, for example, an HDD (Hard Disk Drive), SSD, short-range wireless communication I / F, portable recording medium I / F, portable recording medium, GPS ( It may have a Global Positioning System) unit or the like.
  • HDD Hard Disk Drive
  • SSD short-range wireless communication I / F
  • portable recording medium I / F
  • portable recording medium GPS ( It may have a Global Positioning System) unit or the like.
  • the service type table 130 is realized by, for example, a storage device such as the memory 202 and the disk 204 shown in FIG.
  • FIG. 4 is an explanatory diagram showing an example of the stored contents of the service type table 130.
  • the service type table 130 has target business and synchronous / asynchronous fields, and by setting information in each field, service type information (for example, service type information 400-1 to 400-3) can be obtained. Store as a record.
  • the target business indicates the name of the web service (service name).
  • Synchronous / asynchronous indicates the type of web service. For example, synchronous / asynchronous "synchronous” indicates that the type of web service is “synchronous processing”. Further, synchronous / asynchronous "asynchronous" indicates that the type of Web service is "asynchronous processing”.
  • the item reading table 140 is realized by, for example, a storage device such as the memory 202 and the disk 204 shown in FIG.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the item reading table 140.
  • the item reading table 140 stores item reading information for each target business (for example, item reading information 500-1,500-2).
  • the item replacement information indicates the correspondence between the chat item and the web page item.
  • the target business indicates a web service.
  • the chat item indicates the variable name of the input item in the chatbot (chat window).
  • the web page item indicates the variable name of the input item on the web page.
  • the input item is an item for inputting information required when using the web service.
  • the item replacement information 500-1 it is possible to specify the correspondence between the input item in the chatbot and the input item in the web page for the target business "balance inquiry".
  • the input item on the web page corresponding to the input item "chat_userid” in the chatbot is "userid”.
  • FIG. 6 is an explanatory diagram showing a display example of a chat window.
  • the chat window 600 is an operation screen for displaying conversations between the user of the information processing terminal 102 and the chatbot in chronological order. However, in FIG. 6, a part of the conversation between the user and the chatbot is excerpted and displayed.
  • the user uses the web service while interacting with the chatbot by selecting an option or inputting information by operating input using the input device 304 (see FIG. 3). Can be done.
  • the icon ic represents a chatbot.
  • chat_userid aaaaaa ⁇
  • chat_refFrom a conversational format in response to the chatbot's call "Please enter the reference period (from)”.
  • chat_refTo “2019/12/31” is input in a conversational format in response to the chatbot's call "Please enter the reference period (to)”.
  • the user can input various information necessary for using the web service "balance inquiry" in a conversation format with the chatbot.
  • FIG. 7 is a block diagram showing a functional configuration example of the information processing device 101.
  • the information processing device 101 includes an acquisition unit 701, a specific unit 702, an execution control unit 703, a determination unit 704, a response unit 705, and a storage unit 710.
  • the acquisition unit 701 to the response unit 705 are functions that serve as control units.
  • the CPU 201 stores a program stored in a storage device such as the memory 202, the disk 204, and the portable recording medium 207 shown in FIG.
  • the function is realized by causing the user to execute the function or by using the communication I / F205.
  • the processing result of each functional unit is stored in a storage device such as a memory 202 or a disk 204, for example.
  • the storage unit 710 is realized by, for example, a storage device such as a memory 202 or a disk 204. Specifically, for example, the storage unit 710 stores the service type table 130 shown in FIG. 4 and the item reading table 140 shown in FIG.
  • the acquisition unit 701 acquires the selection information of one of the web services selected from the plurality of web services in a conversation format with the chatbot on the information processing terminal 102. In addition, the acquisition unit 701 acquires the input information corresponding to the selected web service input in the conversation format with the chatbot in the information processing terminal 102.
  • the plurality of web services are web services that can be used in the information processing terminal 102.
  • a web service is a service that calls and uses the software system of a website.
  • the web service selection information is information that uniquely identifies the selected web service.
  • the input information corresponding to the web service is the information input when using the web service.
  • web services S1 to Sn a plurality of web services that can be used in the information processing terminal 102
  • web services S1 to Sn a plurality of web services that can be used in the information processing terminal 102
  • web services S1 to Sn a plurality of web services that can be used in the information processing terminal 102
  • web service Si the web service selected from the web services S1 to Sn
  • web service Si the web service selected from the web services S1 to Sn
  • the selection of the web service Si and the input of the information required when using the web service Si are performed, for example, in the chat window 600 as shown in FIG. Specifically, for example, the acquisition unit 701 receives the selection information of the selected web service Si and the input information corresponding to the web service Si from the information processing terminal 102, so that the selection information of the web service Si, And, the input information corresponding to the web service Si is acquired.
  • the selection information of the web service Si includes, for example, the service name of the web service Si.
  • the input information corresponding to the web service Si includes, for example, the variable name of the input item in the chatbot (chat window) and the information input about the input item.
  • the acquisition unit 701 may acquire the input information for each input item, or may collectively acquire the input information of the plurality of input items. Further, for example, a room ID is assigned to the selection information and the input information.
  • the room ID indicates the ID of the room in which the chat is performed. The room ID can identify a series of conversations with the chatbot.
  • the identification unit 702 refers to the storage unit 710 and specifies which input item in the web service Si the acquired input information corresponds to.
  • the storage unit 710 stores information indicating the correspondence between the input items in the chatbot and the input items in the web page for the web service Si.
  • the specific unit 702 refers to the item reading table 140 and refers to the web service Si based on the variable name of the input item in the chatbot included in the acquired input information. Specify the input item in Si.
  • the web service Si is specified from the acquired selection information.
  • the web service Si specified from the selection information is set as "balance inquiry", and the variable name of the input item in the chatbot included in the input information is set as "chat_userid”.
  • the specifying unit 702 refers to the item reading table 140 and specifies the input item "userid” on the web page corresponding to the input item "chat_userid” in the chatbot.
  • the specifying unit 702 specifies which input item in the web service Si corresponds to the acquired input information by inquiring to another computer having the item reading table 140 as shown in FIG. 5, for example. You may decide to do it.
  • the execution control unit 703 executes the input processing of the acquired input information for the specified input item, and specifies the progress status of the web service Si based on the input of the input information for the input item.
  • the input information input process is a process of inputting input information into an input item of the web service Si.
  • the input processing of the input information is executed using, for example, the processing component group PG of the RPA corresponding to the web service Si.
  • the execution control unit 703 refers to the storage unit 710 and specifies the processing component group PG of the RPA that inputs and processes the acquired input information to the input item of the web service Si.
  • the storage unit 710 stores information indicating the correspondence relationship between the web service Si and the processing component group PG of the RPA.
  • the storage unit 710 may store the address information accessible to the RPA control unit cr of the processing component group PG in the web service Si in association with the service name of the web service Si.
  • the execution control unit 703 accesses, for example, the RPA control unit cr of the specified processing component group PG, and activates the robot rb that executes the input processing.
  • the execution control unit 703 may specify, for example, the processing component group PG of the RPA that inputs the acquired input information to the input item of the web service Si by inquiring to another computer.
  • the execution control unit 703 converts the variable name of the input item in the chatbot corresponding to the input information into the variable name of the input item in the web page corresponding to the web service Si. Specifically, for example, with reference to the item reading table 140, the variable name of the input item in the chatbot included in the input information is converted into the variable name of the input item in the web page.
  • the execution control unit 703 transmits the input information including the variable name of the input item after conversion to the RPA control unit cr.
  • the RPA control unit cr receives the input information including the variable name of the input item after conversion from the information processing device 101 (execution control unit 703), the RPA control unit cr passes the input information to the activated robot rb. As a result, the robot rb starts executing the input process.
  • the robot rb opens a web page corresponding to the web service Si, and inputs a value in an input item of the web page based on the input information received from the RPA control unit cr.
  • the robot rb requests the processing server 104 to perform the processing related to the web service Si.
  • the robot rb receives the processing result from the processing server 104, it passes it to the RPA control unit cr.
  • the RPA control unit cr transmits the processing result received from the robot rb to the information processing device 101 (execution control unit 703).
  • the RPA control unit cr acquires the processing result of the web service Si by using, for example, Webbook.
  • a room ID is assigned to the processing result. From this room ID, the information processing device 101 can specify, for example, which chat window is the result of the input processing.
  • the processing result is immediately obtained.
  • the type of the web service Si is "asynchronous processing"
  • the processing result cannot be obtained immediately, for example, it can be obtained at a later date. Further, if the processing is not performed normally due to a malfunction of the processing server 104 or the like, the processing result cannot be obtained.
  • the execution control unit 703 specifies "process requested”, “received processing result", “error”, etc. as the progress status of the web service Si.
  • the progress status "error” is, for example, when there is no response from the processing parts group PG within the specified time after the input information is transmitted (processing request) to the processing parts group PG (for example, RPA control unit cr) of the RPA. Is specified in.
  • the information processing device 101 may have the processing component group PG of the RPA.
  • the determination unit 704 responds to the information processing terminal 102 in a conversation format with the chatbot according to the type of the web service Si specified from the acquired selection information and the progress status of the specified web service Si. Decide whether to send by means or other means different from the conversation format with the chatbot.
  • the response to the information processing terminal 102 includes, for example, information on the progress of the web service Si.
  • the progress status information is, for example, information that identifies the progress status and processing result of the web service Si.
  • other means different from the conversation format with the chatbot are, for example, an e-mail service, SMS (Short Message Service), an automatic telephone service, and the like.
  • the e-mail address and telephone number of the user of the information processing terminal 102 are specified from the user information.
  • the user information is stored in a storage device such as a memory 202 or a disk 204 in association with the information processing terminal 102, for example.
  • the determination unit 704 refers to the service type table 130 and specifies the type of the web service Si from the service name included in the acquired selection information. For example, when the service name included in the selection information is "balance inquiry", the type "synchronous processing" of the web service Si is specified. Further, when the service name included in the selection information is "address change”, the type "asynchronous processing" of the web service Si is specified.
  • the determination unit 704 may decide to transmit the response to the information processing terminal 102 by a conversational means with the chatbot. At this time, the determination unit 704 decides to transmit by a conversational means with the chatbot, for example, when the progress status of the web service Si indicates that the processing has been normally performed such as "receive the processing result". You may.
  • the determination unit 704 may decide to transmit the response to the information processing terminal 102 by another means different from the conversation format with the chatbot.
  • the determination unit 704 uses another means different from the conversation format with the chatbot, for example, when the progress status of the web service Si indicates that the processing request has been normally made, such as "processing request completed”. You may decide to send with.
  • the processing result may not be obtained immediately due to an error such as a network failure.
  • the information processing apparatus 101 can obtain the processing result after the error such as the network failure is resolved.
  • the response to the information processing terminal 102 cannot be transmitted in the conversation format with the chatbot.
  • the determination unit 704 sends the information processing terminal 102 to the information processing terminal 102 when the progress status of the web service Si is "error (for example, network failure)". You may decide to send the response by other means than the conversational style with the chatbot.
  • the determination unit 704 determines the information processing terminal when the progress status of the web service Si is "error (for example, a defect of the processing server 104)". You may decide to send the response to 102 by means of conversation with the chatbot.
  • the determination unit 704 may determine the response processing to the input processing based on the specified processing component group PG. Here, depending on the RPA processing component group PG, it may be determined in advance whether to perform "synchronous processing" or "asynchronous processing".
  • the determination unit 704 may determine that when the specified processing component group PG performs "synchronous processing", the response to the information processing terminal 102 is transmitted by a conversational means with the chatbot. .. Further, when the specified processing component group PG performs "asynchronous processing", the determination unit 704 responds to the information processing terminal 102 by another means different from the conversation format with the chatbot. You may decide to send.
  • the response unit 705 transmits a response to the information processing terminal 102 by the determined means. Specifically, for example, when the response unit 705 is determined to transmit by a conversational means with the chatbot, the response unit 705 communicates the response to the information processing terminal 102 with the chatbot via the chat controller (not shown). Send in format. As a result, in the information processing terminal 102, the progress status and the processing result of the web service Si are displayed in the chat window. In the chat window, the progress status and processing result of the web service Si may be displayed as a message from the chatbot.
  • the chat window will contain a message indicating the progress of the web service Si, for example, "Balance inquiry has been completed. Please check.”
  • the balance of the deposit account (processing result) during the reference period is displayed.
  • the response unit 705 transmits the response to the information processing terminal 102 by, for example, an e-mail service or SMS.
  • the response unit 705 may transmit a predetermined message in a conversational format with the chatbot, for example, via a chat controller (not shown).
  • the predetermined message is a message to the effect that the response to the information processing terminal 102 is transmitted by an e-mail service or SMS.
  • the web service Si is referred to as "address change (asynchronous processing)", and the other means is referred to as "email service”.
  • the response unit 705 sends a message such as "The result of the requested procedure will be sent by e-mail after the procedure is completed" in a conversation format with the chatbot. Send to 102.
  • the processing server 104 when the processing request "address change" is completed, for example, the processing server 104 notifies the processing parts group PG (for example, RPA control unit cr or robot rb) to that effect. ..
  • the processing component group PG receives the completion notification of the "address change" requested for processing, the processing component group PG transmits the processing result of the Web service Si (for example, the status notification indicating that the address change is completed) to the information processing apparatus 101.
  • the response unit 705 transmits an e-mail as a response to the information processing terminal 102.
  • the destination of the e-mail can be specified from the user information corresponding to the information processing terminal 102 stored in the storage device such as the memory 202 and the disk 204, for example.
  • FIG. 8 is an explanatory diagram showing a specific example of e-mail.
  • the e-mail 800 is a notification notifying the user who has used the web service “address change” on the information processing terminal 102 that the address change has been completed.
  • E-mail 800 the user requested on January 1, 2020 when the address change process was completed, even if the web service "address change" used while interacting with the chatbot was an asynchronous process. You can know that the procedure (address change) has been completed.
  • the response unit 705 may instruct the processing component group PG to transmit the e-mail 800 from the processing component group PG to the user of the information processing terminal 102.
  • the response unit 705 sends a message determined according to whether or not a response from the processing server 104 corresponding to the web service Si is received to the chatbot. It may be transmitted to the information processing terminal 102 in a conversational format with the information processing terminal 102.
  • the response from the processing server 104 is, for example, the progress status of the web service Si and the processing result.
  • the information processing device 101 receives the response from the processing server 104 via, for example, the processing component group PG of the RPA.
  • the response from the processing server 104 may not be received within a specified time (for example, within a few minutes).
  • the response unit 705 "processes due to a defect in the web service".
  • Etc. may be sent in a conversational format with the chatbot.
  • the response unit 705 further sends a message such as "The result of the requested procedure will be sent by e-mail as soon as the processing result is received" in a conversational format with the chatbot. You may decide to do it. Then, when the response unit 705 receives the processing result of the web service Si from the processing component group PG of the RPA, the response unit 705 transmits an e-mail (including the processing result of the web service Si) as a response to the information processing terminal 102.
  • error for example, network failure
  • response unit 705 receives the response from the processing server 104 within the specified time when the type of the web service Si indicates "synchronous processing", "the processing has been performed normally” or the like. Message may be sent together with the processing result in a conversational format with the chatbot.
  • the response unit 705 responds to the information processing terminal 102 by sending a message such as "The processing cannot be executed at present due to a malfunction of the processing server. Please use the service again.” It may be sent in a conversational format with a chatbot.
  • the response unit 705 may, for example, send a message to the user in a conversational manner with the chatbot, informing the user to that effect and urging the user to restart the use of the Web service Si from the beginning.
  • the input information may be encrypted.
  • a public key cryptosystem can be used for encrypting the input information. More specifically, for example, the information processing terminal 102 encrypts the input information using the public key, and the RPA processing component group PG (for example, the robot rb) uses the private key to encrypt the encrypted input information. Decrypt. As a result, it is possible to prevent personal information and the like included in the input information from being transmitted and received in plain text.
  • FIG. 9 is an explanatory diagram showing an operation example of the service cooperation system 100.
  • FIG. 10 is an explanatory diagram showing an embodiment of the input process.
  • the service cooperation function sc of the chatbot bt receives the selection information and the input information of the web service Si selected in the chat window 600 from the information processing terminal 102.
  • the service cooperation function sc refers to the item reading table 140 and specifies which input item in the web service Si the received input information corresponds to.
  • the service cooperation function sc executes the input processing of the input information for the specified input item by using the processing component group PG of the RPA corresponding to the web service Si.
  • chat_userid chat_refFrom, chat_refTo
  • the service cooperation function sc refers to the item reading table 140 and converts the variable name of the input item in the chatbot included in each input information into the variable name of the input item in the web page.
  • the variable name "chat_userid” of the input item in the chatbot is converted into the variable name "userid” of the input item in the web page.
  • the variable name "chat_refFrom” of the input item in the chatbot is converted into the variable name "kikanFrom" of the input item in the web page.
  • the variable name “chat_refTo” of the input item in the chatbot is converted into the variable name "kikanTo” of the input item in the web page.
  • the service linkage function sc processes each input information (userid “aaaaaa ⁇ ", kikanFrom "2019/01/01” and kikanTo "2019/12/31") including the converted variable name in the RPA processing component group. It is transmitted to the RPA control unit cr of the PG.
  • the robot rb of the RPA processing component group PG opens the web page wp corresponding to the web service "balance inquiry" and inputs information for the input item under the control of the RPA control unit cr.
  • the robot rb opens the web page wp1 corresponding to the web service "balance inquiry", inputs the information "aaaaaa ⁇ " for the input item user, and selects the login button b1. To do.
  • the processing server 104 performs the login process based on the user "aaaaaa ⁇ ", and when the authentication is OK, the web page wp2 is opened.
  • the robot rb inputs the information "2019/01/01" for the input item kikanFrom and the information "2019/12/31" for the input item kikanTo on the web page wp2, and the inquiry button b2. Select.
  • the processing server 104 performs a balance inquiry based on kikanFrom "2019/01/01” and kikanTo "2019/12/31".
  • the RPA control unit cr transmits the processing result to the service cooperation function sc of the chatbot bt.
  • the service cooperation function sc receives the processing result of the web service "balance inquiry" from the RPA control unit cr.
  • the service linkage function sc When the service linkage function sc receives the processing result of the web service "balance inquiry", the response to the information processing terminal 102 is sent by a conversational means with the chatbot or another means different from the conversational form with the chatbot. Determine by which means (eg, email service) the transmission is made.
  • the service cooperation function sc transmits the processing result of the web service "balance inquiry" in a conversation format with the chatbot bt via the chat controller (not shown).
  • 11 to 13 are flowcharts showing an example of the service cooperation processing procedure of the information processing apparatus 101.
  • the information processing apparatus 101 determines whether or not the selection information of the web service Si is received from the information processing terminal 102 (step S1101).
  • the selection information of the web service Si is information for identifying the web service Si selected from the web services S1 to Sn in a conversation format with the chatbot in the information processing terminal 102.
  • the information processing device 101 waits for receiving the selection information of the web service Si (step S1101: No).
  • the information processing apparatus 101 receives the selection information of the web service Si (step S1101: Yes)
  • the information processing apparatus 101 refers to the service type table 130 and specifies the type of the web service Si based on the received selection information (step S1101: Yes). S1102).
  • the information processing device 101 determines whether or not the input information corresponding to the web service Si is received from the information processing terminal 102 (step S1103).
  • the input information corresponding to the web service Si is the information corresponding to the web service Si input in the conversation format with the chatbot in the information processing terminal 102.
  • the information processing device 101 waits for receiving the input information corresponding to the web service Si (step S1103: No).
  • the information processing device 101 receives the input information corresponding to the web service Si (step S1103: Yes)
  • the information processing device 101 refers to the item reading table 140, and the received input information corresponds to the web service Si. It is specified which input item of the web page to be processed corresponds to (step S1104).
  • the information processing device 101 converts the variable name of the input item in the chat window corresponding to the input information into the variable name of the input item in the specified web page (step S1105).
  • the information processing apparatus 101 determines whether the specified web service Si type is synchronous processing or asynchronous processing (step S1106).
  • step S1106 asynchronous processing
  • step S1106 synchronous processing
  • step S1301 the information processing apparatus 101 shifts to step S1301 shown in FIG.
  • the information processing device 101 may collectively receive the selection information of the web service Si and the input information corresponding to the web service Si from the information processing terminal 102. When there are a plurality of input information corresponding to the web service Si, for example, in step S1103, the information processing device 101 may wait for receiving the plurality of input information corresponding to the web service Si. ..
  • the information processing apparatus 101 identifies the processing component group PG of the RPA corresponding to the web service Si (step S1201).
  • the information processing device 101 activates the processing component group PG of the specified RPA (step S1202).
  • the information processing device 101 links the information with the activated RPA processing component group PG and transmits the input information including the variable name of the input item after conversion (step S1203).
  • the information processing device 101 determines that the response to the information processing terminal 102 is transmitted by another means different from the conversation format with the chatbot (step S1204).
  • the information processing device 101 displays a message to the effect that the processing result is transmitted by another means different from the conversation format with the chatbot in the chat window (step S1205), and ends the series of processing according to this flowchart. ..
  • the response to the information processing terminal 102 is transmitted by another means (for example, an e-mail service) different from the conversation format with the chatbot.
  • another means for example, an e-mail service
  • the information processing apparatus 101 receives the processing result from the processing component group PG of the RPA after step S1205, the information processing apparatus 101 transmits the received processing result to the user of the information processing terminal 102 by using the e-mail service. To do.
  • step S1204 the information processing apparatus 101 may decide to transmit the response to the information processing terminal 102 by means of conversation with the chatbot. Then, the information processing device 101 may display a message in the chat window prompting the user to use the Web service Si again due to the failure of the processing server 104. Further, in step S1204, the information processing apparatus 101 may decide to transmit by other means different from the conversation format with the chatbot, for example, based on the specified RPA processing component group PG.
  • the information processing apparatus 101 identifies the processing component group PG of the RPA corresponding to the web service Si (step S1301).
  • the information processing device 101 activates the processing component group PG of the specified RPA (step S1302).
  • the information processing device 101 links the information with the activated RPA processing component group PG and transmits the input information including the variable name of the input item after conversion (step S1303).
  • the information processing apparatus 101 determines whether or not there is a response from the processing component group PG of the RPA (step S1304).
  • step S1304 when there is a response from the processing component group PG (step S1304: Yes), the information processing apparatus 101 determines that the response to the information processing terminal 102 is transmitted by a conversational means with the chatbot (step S1305). ). Then, the information processing device 101 displays the processing result in the chat window (step S1306), and ends the series of processing according to this flowchart.
  • step S1304 when there is no response from the processing component group PG (step S1304: No), the information processing apparatus 101 determines whether or not the specified time has elapsed since the information was linked with the processing component group PG of the RPA. (Step S1307). Here, if the specified time has not elapsed (step S1307: No), the information processing apparatus 101 returns to step S1304.
  • step S1307 when the specified time has elapsed (step S1307: Yes), the information processing apparatus 101 determines that the response to the information processing terminal 102 is transmitted by another means different from the conversation format with the chatbot (step S1308). ).
  • the information processing device 101 displays a message to the effect that the processing result is transmitted by another means different from the conversation format with the chatbot in the chat window (step S1309), and ends the series of processing according to this flowchart. ..
  • the response to the information processing terminal 102 can be transmitted in a conversational format with the chatbot. Even if the type of web service Si is "synchronous processing", if the processing result cannot be obtained within the specified time due to a network failure or the like, a response to the information processing terminal 102 is sent to a conversation with the chatbot. It can be sent by other means (eg, e-mail service, etc.) different from the format.
  • the information processing apparatus 101 receives the processing result from the processing component group PG of the RPA after step S1309, the information processing device 101 sends the received processing result to the user of the information processing terminal 102 by using the e-mail service. Send. Further, in step S1305, the information processing apparatus 101 may decide to transmit, for example, by means of conversation with a chatbot, based on the specified RPA processing component group PG.
  • the selection information of the web service Si selected from the web services S1 to Sn in the conversation format with the chatbot in the information processing terminal 102, and the selection information of the web service Si. It is possible to acquire the input information corresponding to the web service Si input in the conversation format with the chatbot. Further, according to the information processing apparatus 101, it is specified which input item in the web service Si the acquired input information corresponds to, and the input information input process for the specified input item is executed for the input item.
  • the progress status of the web service Si based on the input of the input information can be specified.
  • a response including progress status information to the information processing terminal 102 is chatted according to the type of the web service Si specified from the acquired selection information and the specified progress status. It is possible to decide whether to transmit by a means of talking with the bot or other means different from the way of talking with the chatbot. Other means include, for example, e-mail services, SMS, automatic telephone services and the like. Then, according to the information processing device 101, the response to the information processing terminal 102 can be transmitted by the determined means.
  • the response including the progress information of the web service Si to the information processing terminal 102 is sent by a conversational means with the chatbot or other means (for example, e-mail). It can be sent by any means of service).
  • the information processing device 101 it is possible to specify whether the type of the web service Si is synchronous processing or asynchronous processing.
  • the response to the information processing terminal 102 is made in consideration of whether the web service Si is "synchronous processing" in which the processing result can be obtained immediately or "asynchronous processing” in which the processing result cannot be obtained immediately. , You can decide whether to send by conversational means with the chatbot or by other means (eg, email service).
  • the information processing device 101 sends a response to the information processing terminal 102 as a chatbot. It can be decided to send by means of conversation with.
  • the information processing device 101 sends the processing result of the web service Si to the information processing terminal 102 when the processing result cannot be acquired within the specified time. It can be determined that the response will be sent by other means (eg, an email service).
  • the information processing device 101 can determine that the response to the information processing terminal 102 is transmitted by another means (for example, an e-mail service). On the other hand, even when the type of the web service Si indicates "asynchronous processing", the information processing device 101 processes information when the processing is not normally performed due to a malfunction (failure, failure, etc.) of the processing server 104. It can be determined that the response to the terminal 102 (for example, a message prompting the user to use the Web service Si again) is transmitted by a conversational means with the chatbot.
  • another means for example, an e-mail service.
  • the information processing device 101 chats with a message determined according to whether or not a response from the processing server 104 corresponding to the web service Si is received. It can be transmitted to the information processing terminal 102 in the form of conversation with the bot.
  • the user can be notified to that effect in a conversation format with the chatbot.
  • the information processing device 101 can execute the input processing of the input information corresponding to the web service Si by using the processing component group PG of the RPA corresponding to the web service Si.
  • variable name of the input item in the chatbot included in the input information is set on the web page corresponding to the web service Si. It can be converted to the variable name of the input item.
  • the information processing device 101 decides to transmit by another means (for example, an e-mail service)
  • the information processing device 101 transmits a message to the information processing terminal 102 to transmit a response to the information processing terminal 102 by the other means. be able to.
  • the information processing device 101 acquires information input in a conversation format with the chatbot at the information processing terminal 102, and inputs the acquired information to the input items of the web service Si corresponding to the chatbot.
  • the PG can be identified.
  • the web service Si corresponding to the chatbot is, for example, a web service selected in a conversational manner with the chatbot.
  • the response processing for the input processing can be determined based on the specified processing component group PG, and the determined response processing can be used to respond to the information processing terminal 102.
  • the response to the information processing terminal 102 can be sent by a conversational means with a chatbot or another means (for example, an e-mail service). It is possible to decide which means of transmission.
  • the type of the web service Si is provided while providing an interface that is easy to input from the information processing terminal 102. It is possible to realize the control according to the above. As a result, the convenience of the web service Si from the information processing terminal 102 can be improved without changing the existing system that provides the web service Si. Further, in the information processing terminal 102, various web services can be used only by installing a chat application, so that it is possible to save the trouble of installing a dedicated application for using each web service. ..
  • the service cooperation method described in this embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation.
  • This service cooperation program is executed by being recorded on a computer-readable recording medium such as a hard disk, a flexible disk, a CD-ROM, a DVD, or a USB memory, and being read from the recording medium by the computer.
  • this service cooperation program may be distributed via a network such as the Internet.
  • the information processing apparatus 101 described in the present embodiment can also be realized by a standard cell, an IC for a specific purpose such as a structured ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device) such as an FPGA.
  • a standard cell an IC for a specific purpose such as a structured ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device) such as an FPGA.
  • Service cooperation system 101
  • Information processing device 102
  • Information processing terminal 103
  • RPA server 104
  • Processing server 110
  • Network 120
  • Service type table 140
  • Item replacement table 200 300 Bus 201, 301 CPU 202, 302 Memory 203 Disk drive 204 Disk 205, 305 Communication I / F 206
  • Portable recording medium I / F 207
  • Display 304
  • Input device 306
  • Camera 307
  • Speaker 308 Microphone 600 Chat window 701 Acquisition unit 702 Specific unit 703
  • Storage unit 800 E-mail cr
  • RPA control unit PG processing parts group rb Robot S1-Sn, Si Web service

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  • Engineering & Computer Science (AREA)
  • Theoretical Computer Science (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Information Transfer Between Computers (AREA)

Abstract

Dans la présente invention, lorsque des informations d'entrée correspondant à un service web sont reçues, une fonction de liaison de service (sc) identifie l'élément d'entrée du service web, les informations d'entrée correspondant à, et utilisant un groupe de composants de traitement (PG) d'un RPA correspondant au service web pour exécuter un processus d'entrée d'informations d'entrée pour l'élément d'entrée identifié. Lorsqu'un résultat de traitement du service web est reçu, la fonction de liaison de service (sc) détermine si une réponse à un terminal de traitement d'informations (102) doit être transmise par un moyen de conversation de robot conversationnel ou par un autre moyen (un service de courrier électronique ou similaire) différent du moyen de conversation de robot conversationnel. Par exemple, lorsque le type d'une "demande d'équilibrage" de service web est un "processus de synchronisation" et que l'état de progression est "recevoir un résultat de traitement," la fonction de liaison de service détermine que la transmission sera effectuée par le moyen de conversation de robot conversationnel. Dans ce cas, la fonction de liaison de service (sc) transmet le résultat de traitement de la "demande d'équilibrage" de service web par le moyen de conversation de robot conversationnel.
PCT/JP2019/044964 2019-11-15 2019-11-15 Programme de liaison de service, procédé de liaison de service et dispositif de traitement d'informations WO2021095263A1 (fr)

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PCT/JP2019/044964 WO2021095263A1 (fr) 2019-11-15 2019-11-15 Programme de liaison de service, procédé de liaison de service et dispositif de traitement d'informations

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