WO2021144896A1 - 会話制御プログラム、会話制御方法および情報処理装置 - Google Patents

会話制御プログラム、会話制御方法および情報処理装置 Download PDF

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Publication number
WO2021144896A1
WO2021144896A1 PCT/JP2020/001129 JP2020001129W WO2021144896A1 WO 2021144896 A1 WO2021144896 A1 WO 2021144896A1 JP 2020001129 W JP2020001129 W JP 2020001129W WO 2021144896 A1 WO2021144896 A1 WO 2021144896A1
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WIPO (PCT)
Prior art keywords
conversation
information
information processing
chatbot
advertisement
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Ceased
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PCT/JP2020/001129
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English (en)
French (fr)
Japanese (ja)
Inventor
樹 柳沼
海人 畠山
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Fujitsu Ltd
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Fujitsu Ltd
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Priority to PCT/JP2020/001129 priority Critical patent/WO2021144896A1/ja
Priority to JP2021570550A priority patent/JP7334803B2/ja
Publication of WO2021144896A1 publication Critical patent/WO2021144896A1/ja
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; 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 conversation control program, a conversation control method, and an information processing device.
  • chatbots automatic response systems that use a technology called chatbots.
  • chatbots automatic response systems that use a technology called chatbots.
  • an advertisement distribution form when an advertisement distributed by a website is accessed, a transition to a landing page is performed to prompt a procedure related to the advertisement.
  • the chat server sends a chat message that has the property of changing over time, and generates hyperlink-style link information to obtain advertisements and other announcement information associated with the content of this message. , Some send this link information along with the sending of the message.
  • the conventional technology has a problem that the convenience of the user is lowered when the advertisement is delivered using the chatbot.
  • the present invention aims to improve user convenience when delivering advertisements using chatbots.
  • the first conversation in the first chatbot in the information processing terminal is started, and one of the display areas corresponding to the first conversation.
  • the advertisement information is output to the area of the unit, and in response to the selection of the output advertisement information, the second conversation in the second chatbot corresponding to the advertisement information in the information processing terminal is started.
  • a conversation control program is provided.
  • FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment.
  • FIG. 2 is an explanatory diagram showing a system configuration example of the conversation control system 200.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101.
  • FIG. 4 is a block diagram showing a hardware configuration example of the information processing terminal 201.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the script table 240.
  • FIG. 6 is an explanatory diagram showing a specific example of script information.
  • FIG. 7 is an explanatory diagram showing an example of the stored contents of the advertisement management DB 250.
  • FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101.
  • FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101.
  • FIG. 9 is an explanatory diagram showing an operation example of the conversation control system 200.
  • FIG. 10 is an explanatory diagram (No. 1) showing a screen example of the chat screen.
  • FIG. 11 is an explanatory diagram (No. 2) showing a screen example of the chat screen.
  • FIG. 12 is an explanatory diagram (No. 1) showing another display example of the advertisement information.
  • FIG. 13 is an explanatory diagram (No. 2) showing another display example of the advertisement information.
  • FIG. 14 is a flowchart (No. 1) showing an example of the conversation control processing procedure of the information processing device 101.
  • FIG. 15 is a flowchart (No. 2) showing an example of the conversation control processing procedure of the information processing apparatus 101.
  • FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment.
  • the information processing device 101 is a computer that controls 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 terminal 102 is a computer used when a user has a conversation with a chatbot.
  • the information processing terminal 102 is a portable information processing terminal owned by an individual or rented out at a store or the like.
  • the information processing terminal 102 may be an information processing terminal installed in a highly public place such as a station or an airport, or a place for providing goods or services such as a store or a commercial facility.
  • the user can search for a desired answer or use a service while interacting with the chatbot, for example, by inputting a message or selecting an option.
  • the answer is, for example, FAQ (freaky Asked Question).
  • 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. Answers include answers that indicate how to solve the question being asked and answers to spoken questions.
  • advertisements may be delivered using chatbots.
  • the advertisement is for promoting information such as a product or a service, for example.
  • displaying the advertisement information in a conversational format in a chatbot it is possible to deliver the advertisement in a form that is natural and easy for the user to understand.
  • the landing page is a page that the user first accesses (views) through search engine search results, Internet advertisements, and the like.
  • the chatbot and the landing page have different UIs (User Interface). Therefore, when the conversation in the chatbot is changed to the landing page, the user's operation feeling may change and the usability may deteriorate. In addition, the landing page tends to display a lot of information, and it may take time and effort for the user to find the desired information.
  • UIs User Interface
  • the user's operability is prevented from changing and the usability is deteriorated, and the advertisement is delivered using the chatbot.
  • a conversation control method for improving the convenience of the user will be described.
  • a processing example of the information processing apparatus 101 will be described.
  • the information processing device 101 When the information processing device 101 receives the chat start instruction from the information processing terminal 102, the information processing device 101 starts the first conversation in the first chatbot on the information processing terminal 102.
  • the chat start instruction is for starting a conversation between the user and the chatbot.
  • the information processing device 101 receives a chat start instruction from the information processing terminal 102 and also receives identification information corresponding to the information processing terminal 102. Then, the information processing device 101 starts the first conversation in the first chatbot in the information processing terminal 102 based on the received identification information.
  • the identification information corresponding to the information processing terminal 102 may be information that uniquely identifies the information processing terminal 102. Further, the identification information corresponding to the information processing terminal 102 may be information indicating the terminal type of the information processing terminal 102. Examples of terminal types include digital boards and smartphones. Digital boards are stationary information processing terminals installed in highly public places such as train stations and airports, stores, and commercial facilities.
  • the information processing device 101 determines the script information to be applied to the conversation of the chatbot at the information processing terminal 102 based on the identification information corresponding to the information processing terminal 102.
  • the script information is information (scenario) that defines the processing related to the conversation in the chatbot.
  • the information processing device 101 starts the first conversation in the first chatbot in the information processing terminal 102 by using the determined script information.
  • the information processing device 101 may start the first conversation in the first chatbot at the information processing terminal 102 by using the script information determined in advance.
  • the information processing device 101 displays the advertisement information in a part of the display area corresponding to the first conversation in the first chatbot.
  • a part of the display area corresponding to the first conversation is, for example, a part of the chat screen corresponding to the first conversation.
  • the chat screen corresponding to the first conversation is an operation screen for displaying messages and options related to the first conversation.
  • the information processing device 101 determines that the posting condition of the advertisement information is satisfied based on the conversation history of the first conversation, a part of the display area corresponding to the first conversation. Advertising information may be output to the area. That is, the information processing device 101 causes the information processing terminal 102 to display the advertisement information in a part of the display area corresponding to the first conversation. Further, the information processing device 101 may output advertisement information at a predetermined timing as a conversation of the first chatbot according to the determined script information.
  • the advertisement information 112 is displayed as the conversation of the avatar 111 of the chatbot A on the chat screen 110 corresponding to the conversation in the chatbot A.
  • the advertisement information 112 displays a message, an image, or the like for attracting interest in the product XX.
  • the information processing device 101 starts a second conversation in the second chatbot corresponding to the advertisement information in the information processing terminal 102 in response to the selection of the output advertisement information.
  • the information processing device 101 refers to the information indicating the correspondence between the advertisement and the chatbot, and starts the second conversation in the second chatbot corresponding to the selected advertisement information. do.
  • the information processing terminal 102 starts a conversation with the chatbot B corresponding to the advertisement information 112 as a result of selecting the advertisement information 112 displayed in the chat screen 110.
  • the chat screen 120 corresponding to the conversation in the chatbot B for example, the product description and the purchase procedure related to the advertisement information 112 are performed in the conversation format with the avatar 121 of the chatbot B.
  • the second page corresponds to the advertisement information instead of transitioning to the landing page.
  • the conversation control system 200 is applied to, for example, a computer system that provides a service using two-way communication in cooperation with a chatbot.
  • FIG. 2 is an explanatory diagram showing a system configuration example of the conversation control system 200.
  • the conversation control system 200 includes an information processing device 101, a plurality of information processing terminals 201 (three in the example of FIG. 2), and an operator terminal 202.
  • the information processing device 101, the plurality of information processing terminals 201, and the operator terminal 202 are connected via a wired or wireless network 210.
  • the network 210 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.
  • the information processing device 101 has an FAQ master 220, a chat log DB (Database) 230, a script table 240, and an advertisement management DB 250, and controls the conversation of the chatbot.
  • the information processing device 101 is a server.
  • the FAQ master 220 stores the FAQ.
  • the chat log DB 230 stores the chat log.
  • the chat log is a conversation history related to a conversation between a user and a chatbot.
  • the chat log is stored in the chat log DB 230 in association with the room ID, for example.
  • the room ID can identify a series of conversations with the chatbot.
  • the stored contents of the script table 240 and the advertisement management DB 250 will be described later with reference to FIGS. 5 and 7.
  • the information processing terminal 201 is a computer used when a user has a conversation with a chatbot.
  • the information processing terminal 201 is a smartphone, tablet PC, or the like that is owned by the user or rented out at a store or the like.
  • the information processing terminal 201 may be a digital board installed in a station, an airport, a store, a commercial facility, or the like.
  • the information processing terminal 102 shown in FIG. 1 corresponds to, for example, the information processing terminal 201.
  • the operator terminal 202 is a computer used by the operator.
  • An operator is a person who responds to a user when switching from a chatbot-enabled conversation to a manned-enabled conversation.
  • the operator can communicate with the user by using the telephone function of the operator terminal 202, text communication, or the like.
  • the operator terminal 202 is a PC or a tablet PC.
  • the conversation control system 200 includes, for example, a web server that provides various websites (including landing pages). Further, in the example of FIG. 2, only one operator terminal 202 is displayed, but the conversation control system 200 may include a plurality of operator terminals 202.
  • FIG. 3 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) 301, a memory 302, a disk drive 303, a disk 304, a communication I / F (Interface) 305, and a portable recording medium I / F 306. , And a portable recording medium 307. Further, each component is connected by a bus 300.
  • CPU Central Processing Unit
  • the CPU 301 controls the entire information processing device 101.
  • the CPU 301 may have a plurality of cores.
  • the memory 302 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 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 disk drive 303 controls data read / write to the disk 304 according to the control of the CPU 301.
  • the disk 304 stores the data written under the control of the disk drive 303. Examples of the disk 304 include a magnetic disk and an optical disk.
  • the communication I / F 305 is connected to the network 210 through a communication line, and is connected to an external computer (for example, the information processing terminal 201, the operator terminal 202, etc. shown in FIG. 2) via the network 210.
  • the communication I / F 305 controls the interface between the network 210 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 305.
  • the portable recording medium I / F 306 controls data read / write to the portable recording medium 307 according to the control of the CPU 301.
  • the portable recording medium 307 stores the data written under the control of the portable recording medium I / F 306.
  • Examples of the portable recording medium 307 include a CD (Compact Disc) -ROM, a DVD (Digital Any Disk), and a USB (Universal Serial 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 apparatus 101 does not have to have, for example, a disk drive 303, a disk 304, a portable recording medium I / F 306, and a portable recording medium 307 among the above-described components.
  • SSD Solid State Drive
  • I / F portable recording medium
  • FIG. 4 is a block diagram showing a hardware configuration example of the information processing terminal 201.
  • the information processing terminal 201 includes a CPU 401, a memory 402, a display 403, an input device 404, a communication I / F 405, a camera 406, a speaker 407, and a microphone 408. Further, each component is connected by a bus 400.
  • the CPU 401 controls the entire information processing terminal 201.
  • the CPU 401 may have a plurality of cores.
  • the memory 402 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 the RAM is used as a work area of the CPU 401.
  • the program stored in the memory 402 is loaded into the CPU 401 to cause the CPU 401 to execute the coded process.
  • the display 403 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, an organic EL (Electroluminescence) display, or the like can be adopted.
  • the input device 404 has keys for inputting characters, numbers, various instructions, etc., and inputs data.
  • the input device 404 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 405 is connected to the network 210 through a communication line, and is connected to an external computer (for example, an information processing device 101, an operator terminal 202) via the network 210. Then, the communication I / F 405 controls the interface between the network 210 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, an operator terminal 202
  • Camera 406 is a photographing device that captures an image (still image or moving image) and outputs image data.
  • the speaker 407 converts an electric signal into voice and outputs the voice.
  • the microphone 408 receives voice and converts it into an electric signal.
  • the information processing terminal 201 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.
  • the operator terminal 202 shown in FIG. 2 can also be realized by the same hardware configuration as the information processing terminal 201.
  • the FAQ master 220, chat log DB 230, script table 240, and advertisement management DB 250 shown in FIG. 2 are realized by, for example, a storage device such as the memory 302 and the disk 304 shown in FIG.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the script table 240.
  • the script table 240 has terminal attributes and script fields, and by setting information in each field, script management information (for example, script management information 500-1,500-2) is stored as a record. do.
  • the terminal attribute represents the feature of the information processing terminal 201.
  • the terminal attribute is specified by, for example, the terminal type of the information processing terminal 201.
  • the terminal type of the information processing terminal 201 distinguishes which type of terminal (for example, smartphone, digital board, etc.) the information processing terminal 201 is.
  • the terminal attribute may be specified by the user type of the information processing terminal 201.
  • the user type of the information processing terminal 201 distinguishes the characteristics of the user who uses the information processing terminal 201. Examples of the user type include age, gender, language, location information, weather information, and the like.
  • the script is script information that defines the conversation flow of the chatbot, and is prepared in association with the terminal attributes.
  • the script ID for example, SP1, SP2, . That identifies the script information is described.
  • a terminal attribute for example, an attribute that targets all terminals, such as "ALL", may be provided.
  • the script management information 500-1 indicates the script information SP1 corresponding to the terminal attribute C1.
  • script information (Specific example of script information)
  • the script information SP1 corresponding to the terminal attribute C1 will be described as an example.
  • FIG. 6 is an explanatory diagram showing a specific example of script information.
  • the script information SP1 is information (scenario) that defines the conversation flow of the chatbot.
  • a part of the script information SP1 is excerpted and displayed.
  • the script information SP1 is information that defines chat processing.
  • Talk processing is processing for realizing the operation (behavior) of the chatbot.
  • the talk process is a process of speaking, a process of displaying options, a process of selecting an option according to a user operation, a process of performing a procedure according to a selected option or input information, and a process of ending a talk process. And so on.
  • STR-1 indicates the start of talk processing.
  • TXT-1 indicates a process of uttering a message.
  • SLC-2 indicates a process for displaying the options of OPT-3 to OPT-8.
  • the FAQ-1 is a process of searching and displaying FAQs according to options.
  • ERR-10 indicates error processing.
  • the FAQ search is performed using, for example, the FAQ master 220 shown in FIG.
  • FIG. 7 is an explanatory diagram showing an example of the stored contents of the advertisement management DB 250.
  • the advertisement management DB 250 has fields of advertisement ID, advertisement information, script, posting rule, and URL, and by setting information in each field, advertisement management information (for example, advertisement management information 700-1, 700-2) is stored as a record.
  • the advertisement ID is an identifier that uniquely identifies the advertisement.
  • Advertising information is information for displaying a message, an image, or the like for attracting interest in a product or service.
  • the advertisement information includes information that identifies the design and display pattern of the advertisement.
  • the advertisement information may include coupon information.
  • the script is script information that defines the conversation flow of the chatbot, and is prepared in association with the advertisement information. However, there are cases where the script corresponding to the advertisement information is not prepared, or the script corresponding to the advertisement information is under maintenance. If the script corresponding to the advertisement information does not exist, "-(Null)" is set in the script field.
  • the posting rule represents the condition (posting condition) for displaying the advertisement information during the conversation with the chatbot.
  • Posting conditions are specified, for example, by keywords that appear during a chatbot conversation.
  • the URL is the URL of the landing page (Uniform Resource Locator) corresponding to the advertisement information.
  • the advertisement management information 700-1 indicates the advertisement information ad1 of the advertisement A1, the script information SP-A1, the posting rule R1, and the URL "https://www.111.com/jp/.../”.
  • the advertisement management DB 250 may include, for example, a FAQ master dedicated to chatbots corresponding to advertisement information.
  • the FAQ search in the conversation in the chatbot corresponding to the advertisement information is performed using the FAQ master dedicated to the chatbot.
  • the advertisement management DB 250 may include information that specifies the number of impressions of each advertisement, the contract rate, and the like.
  • the content of each advertisement is determined according to, for example, the provider of the chatbot (for example, a company, a department, a store, etc.).
  • the script in the advertisement management DB 250 may correspond to any script in the script table 240 shown in FIG. 5, for example.
  • FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101.
  • the information processing device 101 includes a communication unit 801, a determination unit 802, a conversation control unit 803, and a storage unit 810.
  • the communication unit 801 to the conversation control unit 803 causes the CPU 301 to execute a program stored in a storage device such as the memory 302, the disk 304, and the portable recording medium 307 shown in FIG.
  • the function is realized by the communication I / F 305.
  • the processing result of each functional unit is stored in a storage device such as a memory 302 or a disk 304, for example.
  • the storage unit 810 is realized by a storage device such as a memory 302 or a disk 304, for example. Specifically, for example, the storage unit 810 stores the script table 240 shown in FIG. 5, the advertisement management DB 250 shown in FIG. 7, and the like.
  • the communication unit 801 receives a chat start instruction from the information processing terminal 201. Further, the communication unit 801 may receive the chat start instruction from the information processing terminal 201 and also receive the identification information corresponding to the information processing terminal 201.
  • the identification information corresponding to the information processing terminal 201 includes, for example, the terminal type of the information processing terminal 201 and the user type of the information processing terminal 201.
  • the terminal type of the information processing terminal 201 is information for distinguishing what type of terminal the information processing terminal 201 is.
  • the terminal type of the information processing terminal 201 is stored in advance in, for example, the memory 402 shown in FIG.
  • the user type of the information processing terminal 201 is information that distinguishes the characteristics of the user who uses the information processing terminal 201.
  • Examples of user types include age, gender, language, emotions, presence / absence of companions, location information, weather information, and the like.
  • the emotions are pleasant, unpleasant, angry, and the like.
  • the position information is information indicating the current position of the user (for example, latitude and longitude).
  • the weather information is information (for example, weather, weather) indicating the weather at the user's current position.
  • the user type of the information processing terminal 201 is acquired by, for example, the information processing terminal 201.
  • the information processing terminal 201 may be made to input the user type by the operation input of the user using the input device 404 shown in FIG.
  • the information processing terminal 201 transmits the input identification information including the user type to the information processing device 101 together with the chat start instruction.
  • the information processing terminal 201 analyzes image information (for example, a moving image) taken by the camera 406 shown in FIG. 4 to acquire a user type such as a user's age, gender, emotion, and presence / absence of a companion. You may. In this case, the information processing terminal 201 transmits the identification information including the acquired user type to the information processing device 101 together with the chat start instruction.
  • image information for example, a moving image
  • the information processing terminal 201 transmits the identification information including the acquired user type to the information processing device 101 together with the chat start instruction.
  • the information processing terminal 201 may analyze the voice information received by the microphone 408 shown in FIG. 4 to acquire the user type such as the user's gender, language, and emotion. Further, the information processing terminal 201 may acquire weather information such as temperature, humidity, and weather by using an environment sensor (not shown) or by inquiring to an external server.
  • the information processing terminal 201 may acquire position information indicating the current position by a GPS unit (not shown). However, when the information processing terminal 201 is a stationary computer such as a digital board, the position information indicating the installation position of the information processing terminal 201 may be stored in the memory 402 in advance.
  • the communication unit 801 may receive the image information taken by the camera 406 and the voice information received by the microphone 408.
  • the information processing device 101 may acquire the user type from the received image information and voice information. That is, the process of analyzing the image information and the audio information may not be performed on the information processing terminal 201 side, but may be performed on the information processing device 101 side.
  • Any existing technology may be used as a technology for acquiring information representing a user's characteristics from image information and audio information. For example, information such as age, gender, clothes, language, and presence / absence of a companion may be extracted from the feature quantities of images and sounds by a method based on machine learning such as deep learning.
  • the determination unit 802 determines the first script information to be applied to the chatbot conversation on the information processing terminal 201. Specifically, for example, the determination unit 802 may determine the first script information based on the identification information corresponding to the received information processing terminal 201.
  • the identification information corresponding to the information processing terminal 201 includes a terminal type indicating that the digital board is installed at a station, an airport, or the like.
  • the determination unit 802 determines, for example, the script information stored in advance for the terminal installed in a highly public place as the first script information.
  • the identification information corresponding to the information processing terminal 201 includes a terminal type indicating that the information processing terminal 201 is a smartphone, tablet PC, or the like.
  • the determination unit 802 determines, for example, the script information stored in advance for the personal terminal as the first script information.
  • the determination unit 802 determines, for example, the script information stored in advance for a woman in her twenties as the first script information.
  • the determination unit 802 specifies the terminal attribute of the information processing terminal 201 from the terminal type and / or the user type included in the identification information corresponding to the received information processing terminal 201. Then, the determination unit 802 determines the script information corresponding to the specified terminal attribute as the first script information with reference to the script table 240 shown in FIG.
  • the determination unit 802 may refer to the script table 240 and determine the script information corresponding to the terminal attribute "ALL" as the first script information.
  • the conversation control unit 803 starts the first conversation in the first chatbot in the information processing terminal 201. Specifically, for example, the conversation control unit 803 starts the first conversation in the first chatbot in the information processing terminal 201 by using the determined first script information. More specifically, for example, the conversation control unit 803 uses the first chatbot to speak, display options, and execute procedures according to the selected options according to the first script information. do.
  • chat log The conversation history between the chatbot and the user in the information processing terminal 201 (so-called chat log) is stored in, for example, the chat log DB 230 shown in FIG.
  • chat log DB 230 A screen example of the chat screen corresponding to the first conversation in the first chatbot will be described later with reference to FIG.
  • the conversation control unit 803 displays the advertisement information in a part of the display area corresponding to the first conversation.
  • the advertising information is information for displaying a message, an image, or the like for attracting interest in a product or service.
  • a part of the display area corresponding to the first conversation may be, for example, a part of the chat screen corresponding to the first conversation, or the chat screen corresponding to the first conversation. It may be an area in another screen that pops up above.
  • the conversation control unit 803 determines whether or not the posting condition of the advertisement information is satisfied based on the conversation history of the first conversation.
  • the conversation history of the first conversation is specified from, for example, the chat log DB 230. Then, when it is determined that the posting condition is satisfied, the conversation control unit 803 outputs the advertisement information to a part of the display area corresponding to the first conversation. That is, the conversation control unit 803 causes the information processing terminal 102 to display the advertisement information in a part of the display area corresponding to the first conversation. On the other hand, if it is determined that the posting condition is not satisfied, the conversation control unit 803 does not output the advertisement information.
  • any advertisement may be referred to as "advertisement A”. Further, the advertisement information of the advertisement A may be described as “advertisement information ad”, and the posting rule of the advertisement A may be described as “posting rule R”.
  • the conversation control unit 803 specifies the posting rule R of the advertisement A with reference to the advertisement management DB 250 shown in FIG. 7. Next, the conversation control unit 803 determines whether or not the posting condition of the advertisement information ad is satisfied based on the conversation history of the first conversation with reference to the specified posting rule R.
  • the determination as to whether or not the posting condition is satisfied may be performed for all the advertisements in the advertisement management DB 250, for example. Further, for example, advertisement information for determining whether or not the posting condition is satisfied during the first conversation in the first chatbot may be set in advance in association with the first chatbot.
  • the conversation control unit 803 determines that the posting condition of the advertisement information ad is satisfied when a specific keyword is included in the message input during the first conversation or the selected option. You may. Specific keywords are, for example, product names, service names, and the like. However, the conversation control unit 803 may determine that the posting condition of the advertisement information ad is satisfied when a synonym of the specific keyword is included even if the conversation control unit 803 does not completely match the specific keyword. Synonyms for a particular keyword are identified, for example, from a synonym dictionary (not shown).
  • the conversation control unit 803 may determine that the posting condition of the advertisement information ad is satisfied when the input speed of the message input during the first conversation is equal to or higher than a preset threshold value.
  • the input speed is represented by, for example, the number of input characters per unit time.
  • the conversation control unit 803 may determine whether or not the posting condition of the advertisement information ad is satisfied based on the user type of the information processing terminal 201 with reference to the posting rule R.
  • the user type of the information processing terminal 201 is included in the identification information corresponding to the information processing terminal 201, which is received together with the chat start instruction, for example.
  • the conversation control unit 803 may determine that the posting condition of the advertisement information ad is satisfied when the location information specified by the user type indicates a specific place. As a result, when the user is in a specific place, it is possible to display the advertisement information ad related to that place.
  • the conversation control unit 803 may determine that the posting condition of the advertisement information ad is not satisfied when the emotion specified from the user type is "anger” or "unpleasant". As a result, it is possible to prevent the advertisement from being delivered to the user who is uncomfortable or angry.
  • the conversation control unit 803 may determine that the posting condition of the advertisement information ad is satisfied when the language specified from the user type is a specific language. As a result, when the user uses a specific language, it is possible to display the advertisement information ad related to the area (for example, the place of origin) in which the language is used.
  • the conversation control unit 803 decides to output the advertisement information ad as the conversation of the first chatbot on the chat screen corresponding to the first conversation. May be good.
  • a display example in which the advertisement information ad is output as the conversation of the first chatbot on the chat screen will be described later with reference to FIG.
  • the conversation control unit 803 may output the advertisement information ad at a predetermined position in the chat screen corresponding to the first conversation.
  • the predetermined position can be arbitrarily set, and is set at the upper end or the lower end of the chat screen, for example.
  • a display example in which the advertisement information ad is output at a predetermined position on the chat screen will be described later with reference to FIG.
  • the conversation control unit 803 may output the advertisement information ad to the pop-up screen displayed on the chat screen corresponding to the first conversation.
  • a display example when the advertisement information ad is output to the pop-up screen will be described later with reference to FIG.
  • the conversation control unit 803 starts a second conversation in the second chatbot corresponding to the advertisement information in the information processing terminal 201 in response to the selection of the output advertisement information.
  • the second conversation is, for example, a conversation related to a procedure related to advertising information, and is a conversation that can accept input of information required by the procedure.
  • the advertisement information is selected, for example, by tapping or clicking on the advertisement information.
  • the conversation control unit 803 refers to the storage unit 810 that stores information indicating the correspondence between the advertisement and the chatbot in response to the selection of the output advertisement information, and the advertisement information. Determines if there is a second chatbot corresponding to.
  • the information indicating the correspondence between the advertisement and the chatbot is, for example, the advertisement management information in the advertisement management DB 250.
  • the conversation control unit 803 starts the second conversation in the second chatbot in the information processing terminal 201.
  • the conversation control unit 803 may instruct the information processing terminal 201 to access the landing page corresponding to the advertisement information.
  • the conversation control unit 803 refers to the advertisement management DB 250 in response to the selection of the output advertisement information ad, and a script corresponding to the advertisement information ad (second script information). To identify. When the script field is "-", the second script information corresponding to the advertisement information ad is not specified.
  • the conversation control unit 803 determines that the second chatbot corresponding to the advertisement information ad exists. Then, the conversation control unit 803 starts the second conversation in the second chatbot in the information processing terminal 201 by using the specified second script information.
  • the conversation control unit 803 determines that the second chatbot corresponding to the advertisement information ad does not exist. In this case, the conversation control unit 803 refers to the advertisement management DB 250 and specifies the URL corresponding to the advertisement information ad.
  • the conversation control unit 803 transmits the specified URL to the information processing terminal 201, and makes the URL access the information processing terminal 201 to transition to the landing page corresponding to the advertisement information ad. That is, if the script corresponding to the advertisement information ad has not been created or is under maintenance, the transition to the landing page corresponding to the advertisement information ad is performed.
  • the conversation control unit 803 may maintain the first conversation in the background without ending it. Specifically, for example, the conversation control unit 803 interrupts the first conversation in the information processing terminal 201 in response to the selection of the output advertisement information, and the second chatbot in the second chatbot. Start a conversation.
  • the conversation control unit 803 may restart the first conversation from the interrupted position. good. Further, when the second conversation in the information processing terminal 201 ends, the conversation control unit 803 may restart the first conversation from the interrupted position. However, the conversation control unit 803 may end the first conversation when starting the second conversation in the second chatbot in the information processing terminal 201.
  • a plurality of script information corresponding to the advertisement information ad may be prepared.
  • the advertisement management DB 250 may store script information corresponding to each of the plurality of terminal attributes in association with the advertisement ID.
  • the terminal attribute is specified by, for example, at least one of the terminal type and the user type of the information processing terminal 201.
  • the conversation control unit 803 refers to, for example, the advertisement management DB 250, and from a plurality of script information corresponding to the advertisement information ad, the script information corresponding to the terminal attribute of the information processing terminal 201 is obtained from the second script information. Identify as. Then, the conversation control unit 803 starts the second conversation in the second chatbot in the information processing terminal 201 by using the specified second script information. As a result, the content and flow of the conversation related to the advertisement A can be dynamically changed according to the terminal type and the user type of the information processing terminal 201.
  • the script information may describe a process of switching from a chatbot-compatible conversation to a manned-compatible conversation when a specific condition is satisfied based on the conversation history of the chatbot. For example, whether or not the conversation control unit 803 satisfies a specific condition based on the conversation history of the first conversation after starting the first conversation in the first chatbot according to the first script information. To judge.
  • the conversation control unit 803 may determine that a specific condition is satisfied when a predetermined keyword is input based on the conversation history of the first conversation.
  • a predetermined keyword can be set arbitrarily.
  • the predetermined keyword may be a complaint keyword such as "put out the person in charge” or "put out the boss", or may be a business keyword such as "luxury French” or "resort".
  • the conversation control unit 803 may determine that a specific condition is satisfied when a specific option is selected a plurality of times based on the conversation history of the first conversation, for example.
  • the specific option is selected when the desired information such as "not in this" or "no" is not available.
  • the information processing terminal 201 may display an operation button capable of switching from a chatbot-compatible conversation to a manned-compatible conversation. Then, the conversation control unit 803 may connect the information processing terminal 201 and the operator terminal 202 to switch from the chatbot-compatible conversation to the manned-compatible conversation in response to the selection of the operation button.
  • each functional unit of the information processing device 101 described above may be realized by a plurality of computers (for example, the information processing device 101 and the information processing terminal 201) in the conversation control system 200. Further, each functional unit of the above-mentioned information processing device 101 may be realized by each information processing terminal 201.
  • FIG. 9 is an explanatory diagram showing an operation example of the conversation control system 200.
  • the information processing device 101 when the information processing device 101 receives a chat start instruction from the information processing terminal 201, the information processing device 101 refers to the script table 240 and starts a conversation in the chatbot of company A at the information processing terminal 201.
  • the chat screen 910 is a chat screen corresponding to a conversation with the chatbot of company A.
  • the advertisement information 911 is displayed as a result of inputting a specific keyword during the conversation in the chatbot of the company A.
  • Advertising information 911 is advertising information related to the service of company D.
  • the information processing device 101 refers to the advertisement management DB 250 in response to the selection of the output (displayed) advertisement information 911, and starts a conversation in the chatbot of company D on the information processing terminal 201.
  • the chat screen 920 is a chat screen corresponding to a conversation with the chatbot of company D.
  • the user can confirm the contents of the service of the company D while interacting with the chatbot of the company D.
  • the advertisement information (advertisement information 911) of company D displayed during the conversation in the chatbot of company A is selected, the company D does not move to the landing page but corresponds to the advertisement information. You can start a chatbot conversation. Therefore, even after accessing the advertisement, the user can perform an operation of confirming the content of the service of Company D with the same UI.
  • chat screen (Screen example of chat screen) Next, a screen example of a chat screen displayed on the display 403 of the information processing terminal 201 will be described with reference to FIGS. 10 and 11. On each chat screen, a message can be input and an option can be selected by a user's operation input using the input device 404 shown in FIG.
  • chat screen 1000 is an operation screen corresponding to a conversation in the chatbot of XX Company, and is an example of a chat screen corresponding to the first conversation in the first chatbot.
  • avatar 1001 is a character representing a person in charge of personnel (Ayano) of XX company.
  • the user can enter a message or select an option to interact with the XX chatbot (avatar 1001) and provide XX personnel chat support provided by XX. Can be used.
  • option 1002 is selected from options 1002 to 1004 in response to the question "What kind of business do you have today?" Of avatar 1001.
  • chatbot avatar 1001 of XX company.
  • message 1011 is entered in the input box 1010 in response to the question "This is an inquiry about annual leave. Please tell us in detail.” Of Avatar 1001.
  • the message 1011 is displayed as the user's remark, the FAQ corresponding to the message 1011 is searched, and the options 1021 and 1022 corresponding to the searched FAQ are displayed.
  • the keyword "travel" included in the message 1011 is a specific keyword that satisfies the posting condition of the advertisement information 1023 regarding 1-day insurance.
  • the advertisement information 1023 is displayed together with the options 1021 and 1022.
  • the chat screen 1100 as shown in FIG. 11 is displayed on the display 403 of the information processing terminal 201.
  • the chat screen 1100 is an operation screen corresponding to the conversation in the chatbot of YY, and is an example of the chat screen corresponding to the second conversation in the second chatbot.
  • the avatar 1101 is a character representing an insurance officer (Haru) of YY Company.
  • the user can enter a message or select an option to interact with the YY chatbot (avatar 1101) and provide YY insurance chat support provided by YY. Can be used.
  • option 1104 is selected from options 1102 to 1104 in response to the question "We will inform you about the application for 1-day insurance” of Avatar 1101.
  • a conversation regarding the 1-day insurance application procedure is started between the user and the chatbot of YY (avatar 1101).
  • the message 1111 is input to the input box 1110 in response to the question "Please enter your name” of the avatar 1101.
  • the message 1111 is displayed as the user's remark, and the next question "Please enter the address" from the avatar 1101 is displayed.
  • the user can start a conversation about the 1-day insurance application procedure by inputting a message or selecting an option, and the information required in the procedure (for example,). , Name, address, etc.) can be entered.
  • FIG. 12 is an explanatory diagram (No. 1) showing another display example of the advertisement information.
  • the chat screen 1200 is an operation screen corresponding to a conversation in the chatbot of XX company, and is the same as the chat screen 1000 shown in FIG. 10 except for the method of displaying the advertisement information.
  • the options 1021 and 1022 corresponding to the searched FAQ are displayed, and the lower end of the message display area 1201 in the chat screen 1200 is displayed. , Advertising information 1210 is displayed.
  • the advertisement information 1210 can be fixedly displayed at the lower end of the screen like an anchor advertisement or a scroll tracking advertisement, and it is possible to display an advertisement that is more noticeable to the user.
  • the advertisement information 1210 is selected, for example, the chat screen 1100 shown in FIG. 11 is displayed.
  • FIG. 13 is an explanatory diagram (No. 2) showing another display example of the advertisement information.
  • the chat screen 1310 is an operation screen corresponding to a conversation in the chatbot of XX company, and is the same as the chat screen 1000 shown in FIG. 10 except for the method of displaying the advertisement information.
  • the pop-up screen 1320 is displayed on the chat screen 1310. Advertising information 1321 regarding 1-day insurance is displayed on the pop-up screen 1320.
  • the screen occupancy rate of the information processing terminal 201 is high, and it is possible to display advertisements with high visibility.
  • the advertisement information 1321 is selected, for example, the chat screen 1100 shown in FIG. 11 is displayed.
  • step S1401 the information processing device 101 determines whether or not the information processing terminal 201 has received the identification information corresponding to the information processing terminal 201 together with the chat start instruction (step S1401).
  • the information processing device 101 waits for receiving the identification information together with the chat start instruction (step S1401: No). Then, when the information processing device 101 receives the identification information together with the chat start instruction (step S1401: Yes), the information processing device 101 refers to the script table 240 and based on the identification information corresponding to the received information processing terminal 201, the first The script information of 1 is determined (step S1402).
  • the information processing device 101 starts the first conversation in the first chatbot in the information processing terminal 201 using the determined first script information (step S1403). Then, the information processing device 101 refers to the posting rule R of the advertisement A in the advertisement management DB 250, and determines whether or not the posting condition of the advertisement information ad is satisfied based on the conversation history of the first conversation ( Step S1404).
  • the information processing device 101 determines whether or not to end the first conversation in the first chatbot in the information processing terminal 201. (Step S1405).
  • the chatbot conversation ends, for example, according to the script information or according to the user's forced termination operation.
  • step S1405: No if the first conversation is not ended (step S1405: No), the information processing apparatus 101 returns to step S1404. On the other hand, when ending the first conversation (step S1405: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1404 when the posting condition of the advertisement information ad is satisfied (step S1404: Yes), the information processing apparatus 101 outputs the advertisement information ad to a part of the display area corresponding to the first conversation (step S1404: Yes). Step S1406). Then, the information processing device 101 determines whether or not the output advertisement information ad is selected (step S1407).
  • step S1407 when the advertisement information ad is not selected (step S1407: No), the information processing device 101 determines whether or not to end the first conversation in the first chatbot in the information processing terminal 201. (Step S1408).
  • step S1408: No if the first conversation is not ended (step S1408: No), the information processing apparatus 101 returns to step S1407. On the other hand, when ending the first conversation (step S1408: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1407 Yes
  • the information processing apparatus 101 shifts to step S1501 shown in FIG.
  • the information processing apparatus 101 refers to the advertisement management DB 250 and determines whether or not the second script information corresponding to the selected advertisement information ad exists (step S1501).
  • the second script information exists (step S1501: Yes)
  • the second script information is used to start the second conversation in the second chatbot on the information processing terminal 201 (step S1502). ).
  • step S1502 when starting the second conversation in the second chatbot, the information processing device 101 may end the first conversation or back up without ending the first conversation. It may be maintained on the ground.
  • the information processing device 101 determines whether or not to end the second conversation in the second chatbot in the information processing terminal 201 (step S1503).
  • the information processing device 101 waits for the second conversation to end (step S1503: No).
  • the information processing apparatus 101 determines whether or not the first conversation is maintained in the background (step S1504).
  • step S1504: Yes when the first conversation is maintained in the background (step S1504: Yes), the information processing apparatus 101 returns to step S1408 shown in FIG. On the other hand, when the first conversation is not maintained in the background (step S1504: No), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1501 when the second script information does not exist (step S1501: No), the information processing apparatus 101 refers to the advertisement management DB 250 and specifies the URL corresponding to the selected advertisement information ad (step S1501: No). Step S1505).
  • the information processing device 101 transmits the specified URL to the information processing terminal 201 and accesses the URL to display the landing page corresponding to the advertisement information ad on the information processing terminal 201 (step S1506).
  • step S1506 when displaying the landing page, the information processing device 101 may end the first conversation, or may maintain the first conversation in the background without ending it. ..
  • the information processing device 101 determines whether or not the connection between the information processing terminal 201 and the web server that provides the landing page is terminated (step S1507). Specifically, for example, the information processing device 101 determines that the connection between the information processing terminal 201 and the web server has been terminated by the notification from the information processing terminal 201.
  • the information processing device 101 waits for the connection between the information processing terminal 201 and the web server to be completed (step S1507: No). Then, when the connection between the information processing terminal 201 and the web server is completed (step S1507: Yes), the information processing device 101 shifts to step S1504.
  • the conversation in the second chatbot corresponding to the advertisement information ad is started, and the procedure related to the advertisement A is started. Etc. can be performed in a conversational format. If the chatbot corresponding to the advertisement information ad does not exist, the landing page corresponding to the advertisement information ad can be transitioned to.
  • the information processing device 101 determines that the posting condition of the other advertisement information ad is satisfied before the advertisement information ad output in step S1406 is selected, the information processing device 101 replaces the displayed advertisement information ad.
  • Other advertising information ad may be output.
  • the information processing device 101 may output a plurality of advertisement information ad.
  • the chat start instruction when the chat start instruction is received from the information processing terminal 201, the first conversation in the first chatbot in the information processing terminal 201 is started. Then, the advertisement information ad can be output to a part of the display area corresponding to the first conversation. Then, according to the information processing device 101, in response to the selection of the output advertisement information ad, the second conversation in the second chatbot corresponding to the selected advertisement information ad in the information processing terminal 201. Can be started.
  • the second conversation is, for example, a conversation related to a procedure related to the advertisement information ad, and is a conversation that can accept input of information required by the procedure.
  • the conversation in the second chatbot corresponding to the advertisement information ad is performed instead of transitioning to the landing page. You can start. Therefore, even after accessing the advertisement A, the user can perform an operation such as having a conversation about a procedure related to the advertisement A and inputting information required by the procedure on the same UI.
  • the storage unit 810 (for example, the advertisement management DB 250) that stores the information indicating the correspondence between the advertisement and the chatbot is referred to in response to the selection of the output advertisement information ad. Then, it can be determined whether or not there is a second chatbot corresponding to the advertisement information ad. Then, according to the information processing device 101, when the second chatbot exists, the second conversation in the second chatbot in the information processing terminal 201 is started, and the second chatbot does not exist. Can instruct the information processing terminal 201 to access the landing page corresponding to the advertisement information ad.
  • a chat start instruction is received from the information processing terminal 201, identification information corresponding to the information processing terminal 201 is received, and the information processing terminal 201 is based on the received identification information.
  • the first conversation in the first chat bot can be started.
  • the content and flow of the conversation in the chatbot on the information processing terminal 201 can be dynamically changed according to the terminal type and the user type of the information processing terminal 201.
  • the information processing terminal 201 is a mobile terminal, the options for displaying at one time can be suppressed, and if the information processing terminal 201 is a digital board provided with a large display, the options for displaying at one time can be increased.
  • frequently selected FAQs and services change depending on the age and gender, it is possible to narrow down the options to be displayed at one time and reduce the script hierarchy.
  • the information processing device 101 it is determined whether or not the posting condition of the advertisement information ad is satisfied based on the conversation history of the first conversation, and when it is determined that the posting condition is satisfied, the first conversation.
  • the advertisement information ad can be output to a part of the display area corresponding to. Further, according to the information processing device 101, when it is determined that the posting condition of the advertisement information ad is not satisfied, the advertisement information ad can be prevented from being output.
  • the information processing device 101 in response to the selection of the output advertisement information ad, the first conversation in the information processing terminal 201 is interrupted, and the second conversation in the second chatbot is performed. Can be started. Then, according to the information processing device 101, when the operation input for returning to the first conversation is received after starting the second conversation, the first conversation can be restarted from the interrupted portion.
  • the advertisement information ad can be output as the conversation of the first chatbot on the chat screen corresponding to the first conversation.
  • the advertisement information ad can be displayed in a conversation format with the chatbot, and the advertisement can be delivered in a form that is natural and easy for the user to understand.
  • the advertisement information ad can be output at a predetermined position in the chat screen corresponding to the first conversation.
  • the advertisement information ad can be fixedly displayed at a predetermined position on the chat screen like an anchor advertisement or a scroll tracking advertisement, and it becomes possible to display an advertisement that is more noticeable to the user.
  • the advertisement information ad can be output to the pop-up screen displayed on the chat screen corresponding to the first conversation.
  • the conversation control system 200 even after the advertisement displayed during the chat is accessed, the contents of the product or service can be confirmed and the application procedure can be performed with the same UI. Therefore, it is possible to improve the convenience of the user when the advertisement is delivered by using the chatbot. In addition, by narrowing down the target users and advertising timing from the conversation content in the chatbot, it is possible to improve the advertising effectiveness and reduce the advertising cost. Further, since the user does not have to see the advertisement uniformly delivered during the chat, it is possible to suppress the discomfort associated with the advertisement display.
  • the conversation control method described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation.
  • This conversation control program is recorded on a computer-readable recording medium such as a hard disk, flexible disk, CD-ROM, DVD, or USB memory, and is executed by being read from the recording medium by the computer. Further, this conversation control program may be distributed via a network such as the Internet.
  • the information processing device 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 structured ASIC Application Specific Integrated Circuit
  • PLD Programmable Logic Device
  • Information processing device 102 101 Information processing device 102,201 Information processing terminal 200 Conversation control system 202 Operator terminal 210 Network 220 FAQ master 230 Chat log DB 240 Script table 250 Advertising management DB 300,400 Bus 301,401 CPU 302,402 Memory 303 Disk drive 304 Disk 305,405 Communication I / F 306 Portable recording medium I / F 307 Portable recording medium 403 Display 404 Input device 406 Camera 407 Speaker 408 Microphone 801 Communication unit 802 Decision unit 803 Conversation control unit 810 Storage unit

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