WO2021181488A1

WO2021181488A1 - Dialog control program, dialog control method, and information processing device

Info

Publication number: WO2021181488A1
Application number: PCT/JP2020/010125
Authority: WO
Inventors: 雄三黒瀬; 智和辻; 博至松山
Original assignee: 富士通株式会社
Priority date: 2020-03-09
Filing date: 2020-03-09
Publication date: 2021-09-16
Also published as: JPWO2021181488A1

Abstract

When this information processing device outputs, to the screen of an information processing terminal (201) and in response to a chat initiation instruction from the information processing terminal (201), a first dialog that is uttered by a chatbot as a response regarding a plurality of matters including matters related to events that can occur due to disaster occurrence, if a disaster is detected, then the information processing device switches from the first dialog to a second dialog that indicates, in a manner that matches the occurrence of the disaster, matters related to events that can occur due to disaster occurrence. For example, a menu screen (1300) is an operation screen for selecting one item from among a plurality of items relating to a webpage (1200) of "XX Insurance Company," and is an example of the second dialog. In the menu screen (1300), operation items for entering a question about matters related to events that can occur due to disaster occurrence are displayed in preference to operation items for entering a question about other matters.

Description

Conversation control program, conversation control method and information processing device

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

In recent years, the number of websites with chatbots has increased. For example, a chatbot attached to the website of an insurance company may be used to receive questions from users regarding various insurance products and services.

As a prior art, for example, an earthquake information banner that includes earthquake information and is displayed by switching to a banner advertisement at the position of a banner advertisement displayed on a web page is generated, and the earthquake information banner is output by switching to the banner advertisement. There is an advertisement distribution server.

Japanese Unexamined Patent Publication No. 2007-066287

However, the conventional technology has a problem that when a disaster occurs, the user operation for asking a question about the disaster may become complicated when receiving a question from the user using the chatbot.

In one aspect, the present invention aims to improve usability when using a chatbot in the event of a disaster.

In one embodiment, the first in a chatbot that responds to a chat start instruction received from an information processing terminal to the information processing terminal with respect to a plurality of matters including matters relating to an event that may occur due to the occurrence of a disaster. When outputting a conversation, it is determined whether or not the occurrence of a disaster has been detected, and if the occurrence of the disaster has been detected, the first conversation is performed in the mode corresponding to the occurrence of the disaster. A conversation control program is provided that switches to a second conversation that displays and responds to matters related to the information and outputs the information to the information processing terminal.

According to one aspect of the present invention, it is possible to improve the usability when using the chatbot in the event of a disaster.

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 display control setting DB 250. FIG. 8 is an explanatory diagram showing an example of displaying a web page in a normal state. FIG. 9 is an explanatory diagram showing a display example of a menu screen in a normal state. FIG. 10 is a block diagram showing a functional configuration example of the information processing device 101. FIG. 11 is an explanatory diagram showing a specific example of the display control setting file. FIG. 12 is an explanatory diagram showing a display example of a web page at the time of a disaster. FIG. 13 is an explanatory diagram showing a display example of a menu screen at the time of a disaster. FIG. 14 is an explanatory diagram (No. 1) showing a screen example of a chat screen at the time of a disaster. FIG. 15 is an explanatory diagram (No. 2) showing a screen example of a chat screen at the time of a disaster. FIG. 16 is a flowchart showing an example of the disaster detection processing procedure of the information processing device 101. FIG. 17 is a flowchart showing an example of the first conversation control processing procedure of the information processing device 101. FIG. 18 is a flowchart showing an example of the conversation control processing procedure of the information processing device 101. FIG. 19 is a flowchart showing an example of the display control setting update processing procedure of the information processing apparatus 101. FIG. 20 is a flowchart showing an example of the display control processing procedure of the information processing terminal 201.

The conversation control program, the conversation control method, and the embodiment of the information processing apparatus according to the present invention will be described in detail with reference to the drawings below.

(Embodiment)
FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment. In FIG. 1, 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. For example, the information processing terminal 102 may be an information processing terminal owned by an individual, or may be an information processing terminal rented out at a store or the like. Further, the information processing terminal 102 may be an information processing terminal installed in a store, a commercial facility, a station, an airport, or the like.

In the information processing terminal 102, 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.

Here, a chatbot may be added to the website of a company that sells products or provides services. In this case, while displaying information related to the product or service on the website, the chatbot attached to the website accepts questions about the product or service.

Taking the website of an insurance company as an example, the screen for chatbot conversations is often designed to make it easy to enter questions about various insurance products. However, when a disaster occurs, questions about disaster insurance (fire insurance, earthquake insurance, etc.) and events such as accidents caused by the occurrence of a disaster tend to be concentrated.

Therefore, in the event of a disaster, user operations for asking questions about disasters may become complicated on a highly versatile screen that takes into consideration the ease of entering questions about various insurance products. For example, options related to life insurance and student insurance are displayed with priority, and many operations (selection operation, scroll operation, etc.) may be required to select options related to disaster insurance.

Therefore, in the present embodiment, when a disaster occurs, the display (for example, screen design) when having a conversation with a chatbot is switched to a display that makes it easy to enter a question about the disaster to improve usability. The conversation control method will be described. Hereinafter, a processing example of the information processing apparatus 101 will be described.

(1) The information processing device 101 receives a chat start instruction from the information processing terminal 102. Here, the chat start instruction is for starting a conversation between the user and the chatbot. For example, the chat start instruction is given by the user's operation input at the information processing terminal 102, and is transmitted from the information processing terminal 102 to the information processing device 101.

(2) The information processing device 101 determines whether or not the occurrence of a disaster has been detected when the first conversation by the chatbot is output to the screen of the information processing terminal 102 in response to the chat start instruction. Then, when the occurrence of a disaster is detected, the information processing device 101 switches the first conversation to the second conversation and outputs it to the information processing terminal 102. Here, the first conversation is a conversation in a chatbot that responds to a plurality of matters including matters relating to an event that may occur due to the occurrence of a disaster.

The second conversation is a chatbot conversation that displays and responds to matters related to events that may occur due to the occurrence of a disaster in a manner that responds to the occurrence of a disaster. Disasters are disasters caused by natural phenomena, accidents, infectious diseases, etc., such as typhoons, earthquakes, heavy snowfalls, wind disasters, fires, and flood disasters. Events that can occur due to the occurrence of a disaster are, for example, damage to buildings, equipment, vehicles, fire accidents, injuries, illnesses, and the like.

Matters related to events that may occur due to the occurrence of a disaster are, for example, information indicating disaster insurance products such as earthquake insurance and fire insurance, and compensation contents of various disaster insurance. In addition, matters other than matters relating to events that may occur due to the occurrence of a disaster are, for example, information about insurance products and services other than disaster insurance.

In the example of FIG. 1, the information processing terminal 102 has a screen 110 including a first area 111 and a second area 112. The first area 111 is an area for displaying the conversation in the chatbot. The first conversation or the second conversation is displayed in the first area 111. The second region 112 corresponds to the first region 111 and is different from the first region 111.

In the second area 112, information related to a plurality of items including items related to an event that may occur due to the occurrence of a disaster is displayed. For example, the insurance company's website (homepage, etc.) is displayed in the second area 112, and the first area 111 is for asking questions about various insurance products introduced on the insurance company's website. The chat screen is displayed.

Specifically, for example, the information processing device 101 displays a chat screen 120 of normal specifications in the first area 111 in the screen 110 of the information processing terminal 102 in response to a chat start instruction. At this time, when the occurrence of a disaster is detected, the information processing device 101 displays the chat screen 130 of the disaster specification in the first area 111 in the screen 110 of the information processing terminal 102.

The normal specification chat screen 120 is a screen that outputs the first conversation in the chatbot. For example, input a question about various insurance products introduced on the insurance company's website (second area 112). It is a highly versatile screen that takes ease into consideration. The disaster specification chat screen 130 is a screen for outputting a second conversation in the chatbot, and is, for example, a screen specialized for easy input of a question regarding a disaster.

As described above, according to the information processing device 101, if the occurrence of a disaster is detected when the chatbot starts the conversation in response to the chat start instruction from the information processing terminal 201, the disaster occurs. You can improve usability by switching to a display that makes it easier to enter questions about.

In the example of FIG. 1, the chat screen displayed in the first area 111 in the screen 110 of the information processing terminal 102 is switched from the chat screen 120 of the normal specification to the chat screen 130 of the disaster specification in response to the occurrence of a disaster. be able to. This makes it easier to enter questions about the disaster when a disaster occurs, and it is possible to suppress withdrawal from chat. As a result, for example, it is possible to efficiently handle the rapidly increasing number of inquiries in the event of a disaster by using a chatbot attached to the website of an insurance company.

(System configuration example of conversation control system 200)
Next, a system configuration example of the conversation control system 200 including the information processing device 101 shown in FIG. 1 will be described. 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. In FIG. 2, 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. In the conversation control system 200, 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.

Here, the information processing device 101 has an FAQ master 220, a chat log DB (Database) 230, a script table 240, and a display control setting DB 250, and controls the conversation of the chatbot. For example, 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 display control setting 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. For example, the information processing terminal 201 is a smartphone, a tablet PC (Personal Computer), a PC, 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. For example, the operator can communicate with the user by using the telephone function of the operator terminal 202, text communication, or the like. For example, the operator terminal 202 is a PC or a tablet PC.

Although not shown, the conversation control system 200 includes, for example, a web server that provides various websites. 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.

(Example of hardware configuration of information processing device 101)
FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101. In FIG. 3, 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.

Here, 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. Specifically, for example, the flash ROM stores the OS (Operating System) program, the ROM stores the application program, and 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. For the communication I / F 305, for example, a modem, a LAN adapter, or the like can be adopted.

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 Versailles 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-mentioned 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.

(Hardware configuration example of information processing terminal 201)
FIG. 4 is a block diagram showing a hardware configuration example of the information processing terminal 201. In FIG. 4, 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.

Here, 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. As the display 403, for example, 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.

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.

In addition to the components described above, 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 GPS unit receives radio waves from GPS satellites and outputs the position information of the information processing terminal 201. The position information of the information processing terminal 201 is information that identifies one point on the earth, such as latitude and longitude. Further, as the satellite, for example, a satellite of the quasi-zenith satellite system may be used.

Further, the operator terminal 202 shown in FIG. 2 can also be realized by the same hardware configuration as the information processing terminal 201.

(Stored contents of script table 240)
Next, the stored contents of the script table 240 included in the information processing apparatus 101 will be described with reference to FIG. The FAQ master 220, chat log DB 230, script table 240, and display control setting DB 250 shown in FIG. 2 are realized by, for example, storage devices 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. In FIG. 5, the script table 240 has fields of a page ID, a script name, a normal script, and a disaster script, and by setting information in each field, script management information (for example, script management information 500-1). ~ 500-3) is stored as a record.

Here, the page ID is an identifier that uniquely identifies the web page on which the chatbot is installed. For example, the page ID is represented by the URL (Uniform Resource Identifier) of the web page. The script name is the name of the script (script information) applied to the chatbot.

The normal time script is script information used in normal time (normal time) when no disaster has occurred. The disaster script is script information used when a disaster occurs. The script information is the script information that defines the conversation flow of the chatbot, and is prepared in association with the web page. However, here, the script ID (for example, S1-1, S1-2) that identifies the script information is described.

For example, the script management information 500-1 indicates the normal script information S1-1 and the disaster script S1-2 with the script name “for insurance products” corresponding to the web page P1.

(Specific example of script information)
Here, a specific example of the script information will be described with reference to FIG. Here, the normal script information S1-1 corresponding to the web page P1 will be described as an example.

FIG. 6 is an explanatory diagram showing a specific example of script information. In FIG. 6, the normal time script S1-1 is information (scenario) that defines the conversation flow of the chatbot in the normal time (normal time) when no disaster has occurred. However, in FIG. 6, a part of the normal script S1-1 is excerpted and displayed.

Specifically, for example, the normal script S1-1 is information that defines chat talk processing. The talk process is a process for realizing the operation (behavior) of the chatbot. For example, 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.

In the normal script S1-1, for example, 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.

(Specific example of script information)
Next, the stored contents of the display control setting DB 250 will be described with reference to FIG. 7.

FIG. 7 is an explanatory diagram showing an example of the stored contents of the display control setting DB 250. In FIG. 7, the display control setting DB 250 sets the fields of the site ID, installation URL, script name, smartphone banner URL, PC banner URL, disaster smartphone banner URL, disaster PC banner URL, and disaster area flag. Have. By setting information in each field, display control setting information (display control setting information 700-1, 700-2) is stored as a record.

Here, the site ID is an identifier that uniquely identifies a website including one or more web pages. For example, the site ID is represented by the URL of the home page of the website. The installation URL is the URL of the web page on which the chatbot is installed. The script name is the name of the script applied to the chatbot installed on the web page. The banner URL for smartphones is the URL of the banner image for smartphones displayed on the web page. The banner image is an image for instructing the start of chat.

The banner URL for PC is the URL of the banner image for PC displayed on the web page. The banner URL for a smartphone at the time of a disaster is the URL of the banner image for a smartphone at the time of a disaster displayed on a web page. The banner URL for a PC at the time of a disaster is the URL of the banner image for a PC at the time of a disaster displayed on a web page.

The disaster area flag is a bit string indicating whether or not a disaster has occurred for each area. Here, it is assumed that Japan is divided into eight regions (Hokkaido, Tohoku, Kanto, Chubu, Kinki, Chugoku, Shikoku, and Kyushu Okinawa), and each bit in the bit string indicates the presence or absence of a disaster in each region. For example, when a disaster such as heavy rain occurs in Kanto, the third bit (flag) from the left of the disaster area flag is reached, and the disaster area flag is "00100000".

Although not shown, the date and time when each bit is turned ON (1) is recorded in each display control setting information, for example, for each bit of the disaster area flag of each display control setting information. In addition, each display control setting information may include information for specifying a target period for displaying a banner image for instructing the start of chat. Further, each display control setting information may include a disaster area flag for each disaster type (typhoon, earthquake, etc.).

(Example of normal web page display)
Next, a display example of a normal web page displayed on the display 403 (see FIG. 4) of the information processing terminal 201 will be described with reference to FIG.

FIG. 8 is an explanatory diagram showing an example of displaying a web page in a normal state. In FIG. 8, the web page 800 is displayed in the window wd2 of the display 403 of the information processing terminal 201. The window wd2 is a display area for displaying the web page 800, and corresponds to the second area 112 shown in FIG.

Web page 800 is the homepage of "XX insurance company" and is an example of a normal web page where no disaster has occurred. According to the web page 800, the user can check various insurance products sold by "XX insurance company" and various services provided by "XX insurance company". ..

In addition, the banner image bn1 is displayed on the web page 800. The banner image bn1 is for instructing the start of chat, and is an example of a banner image in a normal time when no disaster has occurred. In the banner image bn1, an avatar av (character) representing an insurer of "XX insurance company" is displayed.

When the banner image bn1 displayed on the web page 800 is selected by the user's operation input using the input device 404 (see FIG. 4) in the information processing terminal 201, the menu screen 900 as shown in FIG. 9 is displayed on the web. It is superimposed and displayed on page 800.

FIG. 9 is an explanatory diagram showing a display example of the menu screen in a normal state. In FIG. 9, the menu screen 900 is displayed in the window wd1 of the display 403 of the information processing terminal 201. The window wd1 is a display area for displaying the menu screen 900, and corresponds to the first area 111 shown in FIG.

The menu screen 900 is an operation screen for selecting one of a plurality of items related to the web page 800 of the "XX insurance company", and is an example of a normal menu screen in which no disaster has occurred. be. On the menu screen 900, the items "insurance premium deduction certificate" and "contract termination procedure", which are frequently asked questions throughout the year, are displayed with priority.

On the menu screen 900, when the item button 901 is selected by the user's operation input, a chat screen for asking a question about "insurance premium deduction certificate" is displayed in the window wd1. When the item button 902 is selected on the menu screen 900, a chat screen for asking a question about the "contract termination procedure" is displayed in the window wd1.

Further, when the item button 903 is selected on the menu screen 900, the display contents of the menu screen 900 can be updated and the selectable items can be changed. That is, if the item to be asked is not displayed on the menu screen 900, the user selects the item button 903 to update the displayed contents and searches for the desired item.

(Example of functional configuration of information processing device 101)
FIG. 10 is a block diagram showing a functional configuration example of the information processing device 101. In FIG. 10, the information processing device 101 includes a detection unit 1001, a communication unit 1002, and a conversation control unit 1003. Specifically, for example, the detection unit 1001 to the conversation control unit 1003 cause 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. Alternatively, 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 detection unit 1001 detects the occurrence of a disaster. The disasters to be detected are disasters caused by natural phenomena, accidents, infectious diseases, etc., such as typhoons, earthquakes, heavy snowfalls, wind disasters, fires, and flood disasters. Specifically, for example, the detection unit 1001 acquires emergency information distributed from disaster prevention related sites of each prefecture when a disaster occurs.

Here, the emergency information is disaster prevention information regarding a disaster. Emergency information includes, for example, information that identifies the location of a disaster, evacuation level, and information that indicates the scale of a disaster (seismic intensity, magnitude, etc.). The evacuation level is information (warning level) indicating the timing of evacuation. The evacuation level is represented by, for example, levels 1 to 5, and the higher the level, the higher the risk. The emergency information is delivered by, for example, RSS (RDF Site Summery / Rich Site Summery / Really Simple Synthesis).

Note that the detection unit 1001 may acquire emergency information from an existing information collection server, for example. In addition, the detection unit 1001 cites a sentence containing a specific keyword (for example, heavy rain, special warning) posted by the Japan Meteorological Agency or the like by the posting application, and when the number of reposted sentences exceeds a certain number. , The occurrence of a disaster (for example, heavy rain) may be detected.

Then, the detection unit 1001 detects the occurrence of a disaster based on the acquired emergency information, for example. More specifically, for example, the detection unit 1001 detects the occurrence of a disaster with respect to a typhoon, flood damage, and tsunami when the evacuation level is level 4 or higher. Further, regarding an earthquake, the detection unit 1001 detects the occurrence of a disaster when the magnitude is 7.0 or more.

Next, the detection unit 1001 identifies the area where the disaster occurred based on the acquired emergency information. The area where the disaster occurred is identified from, for example, eight areas (Hokkaido, Tohoku, Kanto, Chubu, Kinki, Chugoku, Shikoku, Kyushu Okinawa). Then, the detection unit 1001 turns on (1) the bit of the corresponding area among the disaster area flags of each display control setting information in the display control setting DB 250.

For example, when a typhoon of evacuation level 4 or higher occurs in Tokyo, the detection unit 1001 sets the third bit from the left of the disaster area flag of the display control setting information 700-1 shown in FIG. 7 to "1". do. Further, the detection unit 1001 records in the display control setting information 700-1 the date and time when the third bit from the left of the disaster area flag is turned ON (1).

The communication unit 1002 receives a chat start instruction from the information processing terminal 201. The chat start instruction is given, for example, by a user's operation input on the screen displayed on the information processing terminal 201. The screen displayed on the information processing terminal 201 is, for example, a screen for displaying the web page 800 shown in FIG. 8 and the web page 1200 shown in FIG. 12 described later.

Taking the web page 800 as an example, when the banner image bn1 displayed on the web page 800 is selected, the information processing terminal 201 sends a chat start instruction to the information processing device 101. The chat start instruction includes, for example, the URL (installation destination URL) of the web page 800, the script name, the terminal type, and the like. The terminal type is information for distinguishing which type of terminal the information processing terminal 201 is. Examples of the terminal type include smartphones and PCs.

The conversation control unit 1003 determines whether or not the occurrence of a disaster has been detected in response to the chat start instruction. Here, when the occurrence of a disaster is not detected, the conversation control unit 1003 outputs the first conversation in the chatbot to the information processing terminal 201. The first conversation is a chatbot conversation that responds to a plurality of matters, including matters relating to an event that may occur due to the occurrence of a disaster.

For example, the information processing terminal 201 has a screen including a first area and a second area. This screen is displayed, for example, on the display 403 of the information processing terminal 201. The first area is an area for displaying the conversation in the chatbot, and is provided corresponding to the second area. The second area is an area for displaying information related to a plurality of items including items related to events that may occur due to the occurrence of a disaster. The conversation control unit 1003 outputs the first conversation to, for example, the first area included in the screen of the information processing terminal 201.

Specifically, for example, if the occurrence of a disaster is not detected, the conversation control unit 1003 refers to the script table 240 shown in FIG. 5 and includes the installation destination URL (or script) included in the chat start instruction. The normal script corresponding to the name) is determined as the talk script. The talk script is script information applied to a conversation in a chatbot at the information processing terminal 201.

Then, the conversation control unit 1003 starts the first conversation in the chatbot on the information processing terminal 201 by using the determined talk script (normal time script). More specifically, for example, the conversation control unit 1003 uses the chatbot to speak, display options, and execute procedures according to the selected options according to the talk script.

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. The first conversation corresponds to, for example, the menu screen 900 shown in FIG.

Further, when the occurrence of a disaster is detected in response to the chat start instruction, the conversation control unit 1003 conducts the first conversation in a manner corresponding to the occurrence of the disaster, and an event that may occur due to the occurrence of the disaster. It switches to the second conversation which displays and responds to the matters related to, and outputs it to the information processing terminal 201.

Specifically, for example, in the conversation control unit 1003, the operation item for inputting a question about an event that may occur due to the occurrence of a disaster in the first conversation is for inputting a question about other matters. Switch to the second conversation that is displayed with priority over the operation items of.

In addition, the conversation control unit 1003 displays the first conversation by classifying the operation items for inputting a question about an event that may occur due to the occurrence of a disaster according to the type of disaster. You may switch to. The types of disasters are, for example, typhoons, earthquakes, heavy snowfalls, wind disasters, and flood disasters.

Further, when the occurrence of a disaster is detected, the conversation control unit 1003 switches the first conversation to the second conversation based on the disaster occurrence location information and the area information corresponding to the information processing terminal 201. You may do it. The disaster occurrence location information is information that identifies the location where the disaster has occurred, and is, for example, a disaster area flag of the display control setting information in the display control setting DB 250.

The area information corresponding to the information processing terminal 201 is information for specifying the location corresponding to the information processing terminal 201. For example, the area information corresponding to the information processing terminal 201 is information that identifies the place of residence of the user of the information processing terminal 201. Further, the regional information corresponding to the information processing terminal 201 may be information that identifies the current location of the information processing terminal 201.

More specifically, for example, the conversation control unit 1003 displays in the first area in the screen of the information processing terminal 201 when the place of residence of the user of the information processing terminal 201 is an area where a disaster has occurred. The conversation of 1 is switched to the second conversation and output. The second conversation corresponds to, for example, the menu screen 1300 shown in FIG. 13 described later and the chat screen 1400 shown in FIGS. 14 and 15 described later.

Further, when the occurrence of a disaster is detected, the conversation control unit 1003 displays the first banner image for instructing the start of the chat to be output to the screen of the information processing terminal 201 to be the first banner image designed according to the occurrence of the disaster. You may switch to the banner image of 2. The first banner image is, for example, a normal banner image displayed on a web page. The second banner image is, for example, a banner image at the time of a disaster displayed on a web page.

Specifically, for example, the conversation control unit 1003 determines whether or not the information processing terminal 201 has accessed the web page. Here, the web page is a web page on which the chatbot is installed, for example, a web page in which the installation destination URL is registered in the display control setting DB 250.

The access notification indicating the access from the information processing terminal 201 to the web page is transmitted from the information processing terminal 201 to the information processing device 101, for example, when the information processing terminal 201 accesses the web page. Further, when the information processing terminal 201 accesses the web page, an access notification may be transmitted from the web server that provides the web page to the information processing device 101.

For example, when the conversation control unit 1003 receives the access notification from the information processing terminal 201 (or the web server), it determines that the information processing terminal 201 has accessed the web page. When the information processing terminal 201 accesses the web page, the conversation control unit 1003 acquires the display control setting information corresponding to the web page accessed by the information processing terminal 201 from the display control setting DB 250.

At this time, the conversation control unit 1003 may acquire the display control setting information corresponding to all the web pages in the website including the web page accessed by the information processing terminal 201 from the display control setting DB 250. Then, the conversation control unit 1003 transmits the display control setting file including the acquired display control setting information to the information processing terminal 201. The display control setting file is information for controlling the conversation in the chatbot on the information processing terminal 201.

Here, a specific example of the display control setting file will be described with reference to FIG.

FIG. 11 is an explanatory diagram showing a specific example of the display control setting file. In FIG. 11, the display control setting file 1100 includes display control setting information 1100-1 and 1100-2. Here, the display control setting information corresponding to the web page accessed by the information processing terminal 201 is referred to as display control setting information 1100-1.

The display control setting information 1100-1 is information for controlling the conversation in the chatbot installed on the web page of the installation destination URL "https: // XX ...". In the following description, the web page of the installation destination URL "https: // XX ..." of the display control setting information 1100-1 may be referred to as "web page P1".

The information processing terminal 201 specifies, for example, the place of residence of the user of the information processing terminal 201 by referring to the area information corresponding to the own terminal. The area information corresponding to the information processing terminal 201 is stored in the information processing terminal 201, for example. The information processing terminal 201 specifies an area (residential area) including the specified residential area.

Next, the information processing terminal 201 refers to the disaster area flag of the display control setting information 1100-1 and determines whether or not the bit corresponding to the specified residential area is ON (1). For example, if the residence of the user of the information processing terminal 201 is "Tokyo", the residence area "Kanto" is specified, and whether or not the third bit from the left of the disaster area flag is ON (1). Judged.

Here, when the bit corresponding to the residential area is OFF (0), the information processing terminal 201 refers to the display control setting file 1100, and among the smartphone banner URL and the PC banner URL, the terminal type of the own terminal. Specify the banner URL corresponding to. Then, the information processing terminal 201 accesses the specified banner URL and displays the first banner image corresponding to the web page P1.

The first banner image corresponds to, for example, the banner image bn1 displayed on the web page 800 shown in FIG.

On the other hand, when the bit corresponding to the residential area is ON (1), the information processing terminal 201 refers to the display control setting file 1100, and among the disaster smartphone banner URL and the disaster PC banner URL, the information processing terminal 201 owns the terminal. Specify the banner URL corresponding to the terminal type of. Then, the information processing terminal 201 accesses the specified banner URL and displays the second banner image corresponding to the web page P1.

The second banner image corresponds to, for example, the banner image bn2 displayed on the web page 1200 shown in FIG. 12 described later.

As a result, in response to the occurrence of a disaster, the banner image for instructing the start of the chat to be output to the screen of the information processing terminal 201 whose place of residence of the user is included in the disaster area is the banner image at the normal time (first). It is possible to switch from the banner image) to the banner image (second banner image) at the time of a disaster.

Note that the display control setting information in the display control setting file 1100 may include information that specifies the target period for displaying the banner image. In this case, the information processing terminal 201 may determine, for example, whether or not the current date and time is included in the target period, and if the current date and time is not included in the target period, the banner image may not be displayed.

When the banner image displayed corresponding to the web page P1 is selected, the information processing terminal 201 transmits a chat start instruction to the information processing device 101. The chat start instruction may include, for example, information (banner URL) that identifies the selected banner image.

For example, when the first banner image is selected, a chat start instruction including the banner URL of the first banner image (smartphone banner URL or PC banner URL) is transmitted. When the second banner image is selected, a chat start instruction including the banner URL of the second banner image (banner URL for a smartphone at the time of a disaster or banner URL for a PC at the time of a disaster) is transmitted.

Thereby, in the information processing device 101, it is possible to determine whether to apply the normal time script or the disaster time script from the banner URL included in the chat start instruction. For example, when the banner URL of the first banner image is included, it is determined that the normal script is applied. If the banner URL of the second banner image is included, it is determined that the disaster script is applied.

However, the information processing device 101 refers to the display control setting DB 250, and based on the installation destination URL included in the chat start instruction, the script name, and the area information corresponding to the information processing terminal 201, the normal time script or You may decide which of the disaster scripts to apply. The area information corresponding to the information processing terminal 201 is acquired from, for example, the information processing terminal 201.

Further, the conversation control unit 1003 switches the conversation displayed in the first area of the screen of the information processing terminal 201 from the first conversation to the second conversation, and then the second conversation in the screen of the information processing terminal 201. It may be determined to switch the information displayed in the area. Then, the conversation control unit 1003 decides to switch the conversation to be displayed in the first area in the screen of the information processing terminal 201 from the second conversation to the first conversation and output it based on the determination result. May be good.

The information displayed in the second area of the screen of the information processing terminal 201 may be changed according to the occurrence of a disaster. For example, in the event of some kind of disaster, the content of the web page displayed in the second area may be changed to a disaster specification that includes a message such as "To all the victims of this disaster". be.

Specifically, for example, the conversation control unit 1003 determines whether or not a predetermined time has elapsed since any bit of the disaster area flag of the display control setting information in the display control setting DB 250 was turned ON (1). .. The date and time when the disaster area flag bit is turned ON (1) is recorded in, for example, the display control setting information. The predetermined time can be arbitrarily set, and is set to, for example, a time of about one week.

Here, when the predetermined time elapses, the conversation control unit 1003 accesses the installation destination URL of the display control setting information and captures the screen of the web page. Next, the conversation control unit 1003 analyzes the content of the captured screen and determines whether or not a specific keyword is included. Specific keywords can be set arbitrarily, for example, "this disaster", "damaged people", and the like.

Here, when a specific keyword is included, the conversation control unit 1003 determines that the content of the web page has been changed according to the occurrence of a disaster. On the other hand, when the specific keyword is not included, the conversation control unit 1003 determines that the content of the web page changed according to the occurrence of the disaster has returned to the original state.

That is, if the content of the web page does not include a specific keyword after a predetermined time has passed since the occurrence of the disaster was detected, the conversation control unit 1003 determines that the content of the web page has been switched from the disaster specification to the normal specification. do. However, the content of the web page may remain the normal specification without being changed to the disaster specification. In this case as well, the conversation control unit 1003 determines that the content of the web page has been switched from the disaster specification to the normal specification.

When the conversation control unit 1003 determines that the content of the web page has been switched from the disaster specification to the normal specification, the conversation control unit 1003 switches the second conversation displayed in the first area on the screen of the information processing terminal 201 to the first conversation. .. Specifically, for example, when the conversation control unit 1003 determines that the content of the web page has been switched from the disaster specification to the normal specification, the bit of the disaster area flag of the display control setting information corresponding to the web page is turned off (0). Change to.

Further, the conversation control unit 1003 determines whether or not the content of the web page has been switched from the disaster specification to the normal specification by inquiring to the web server that provides the web page, for example, after a predetermined time has elapsed since the occurrence of the disaster was detected. May be determined.

Also, the second conversation may be decided according to the type of disaster. In this case, for example, when the occurrence of a disaster is detected, the conversation control unit 1003 may switch the first conversation to the second conversation according to the type of disaster and output it. For example, as a disaster script in the script table 240, script information corresponding to the disaster type may be prepared.

Note that 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.

(Example of displaying a web page in the event of a disaster)
Next, a display example of a web page at the time of a disaster displayed on the display 403 of the information processing terminal 201 will be described with reference to FIG.

FIG. 12 is an explanatory diagram showing a display example of a web page at the time of a disaster. In FIG. 12, the web page 1200 is displayed in the window wd2 of the display 403 of the information processing terminal 201.

Web page 1200 is the homepage of "XX insurance company" and is an example of a web page in the event of a disaster. On the web page 1200, a message (for example, messages 1201, 1202) to people who have been damaged by the disaster is displayed.

In addition, the banner image bn2 is displayed on the web page 1200. The banner image bn2 is for instructing the start of chat, and is an example of a banner image at the time of a disaster. The banner image bn2 does not display the avatar av (see, for example, FIG. 8) representing the insurer of the “XX insurance company”.

When the banner image bn2 displayed on the web page 1200 is selected by the user's operation input using the input device 404 in the information processing terminal 201, the menu screen 1300 as shown in FIG. 13 is superimposed and displayed on the web page 1200. Will be done.

FIG. 13 is an explanatory diagram showing a display example of a menu screen at the time of a disaster. In FIG. 13, the menu screen 1300 is displayed in the window wd1 of the display 403 of the information processing terminal 201. The menu screen 1300 is an operation screen for selecting one of a plurality of items related to the web page 1200 of the “XX insurance company”, and is an example of a menu screen at the time of a disaster.

On the menu screen 1300, the operation items (item buttons 1301, 1302) for inputting questions about events that may occur due to the occurrence of a disaster have priority over the operation items for inputting questions about other items. Is displayed.

On the menu screen 1300, when the item button 1301 is selected by the user's operation input, a chat screen for asking a question about "accident reception" is displayed in the window wd1. When the item button 1302 is selected on the menu screen 1300, a chat screen for asking a question about "accident response / confirmation of compensation contents" is displayed in the window wd1.

According to the menu screen 1300, operation items for inputting questions about matters related to events that may occur due to a disaster are displayed preferentially, so that the number of user operations for selecting disaster-related options is reduced. , Can make it easier to enter questions about disasters. When the item button 1303 is selected on the menu screen 1300, the display contents of the menu screen 1300 can be updated and the selectable items can be changed.

(Screen example of chat screen at the time of disaster)
Next, a screen example of a chat screen at the time of a disaster displayed on the display 403 of the information processing terminal 201 will be described with reference to FIGS. 14 and 15. Here, a chat screen displayed when the item button 1302 is selected on the menu screen 1300 shown in FIG. 13 will be described as an example.

14 and 15 are explanatory views showing a screen example of a chat screen at the time of a disaster. In FIG. 14, the chat screen 1400 is displayed in the window wd1. The chat screen 1400 is a screen for outputting a second conversation in the chatbot, and is an operation screen for asking a question about "accident response / confirmation of compensation contents". In FIGS. 14 and 15, the avatar av is a character representing an insurer of "XX insurance company".

According to the chat screen 1400, the user can use the chat support while interacting with the chatbot (avatar av) of the "XX insurance company" by selecting an option or inputting a message. can.

On the chat screen 1400, operation items (item buttons 1401 to 1405) for inputting questions about matters related to events that may occur due to the occurrence of a disaster are classified and displayed according to the type of disaster. When the item button 1401 is selected by the user's operation input on the chat screen 1400, the operation items for asking a question about the accident response / compensation content when a "typhoon" occurs are displayed.

Also, when the item button 1402 is selected on the chat screen 1400, operation items for asking questions about accident response / compensation contents when an "earthquake" occurs are displayed. When the item button 1403 is selected on the chat screen 1400, an operation item for asking a question about accident response / compensation content when "heavy snow" occurs is displayed.

Also, when the item button 1404 is selected on the chat screen 1400, operation items for asking questions about accident response / compensation contents when a "wind disaster" occurs are displayed. When the item button 1405 is selected on the chat screen 1400, operation items for asking a question about accident response / compensation contents when a "flood disaster" occurs are displayed.

Note that you can enter a message by selecting box 1406 on the chat screen 1400. Further, by selecting the send button 1407 on the chat screen 1400, the message input in the box 1406 can be transmitted to the chatbot side (information processing device 101).

Here, it is assumed that the item button 1401 is selected on the chat screen 1400. In this case, the chat screen 1400 displays operation items (item buttons 1408, 1409) for asking a question about the insurance product to be covered when a "typhoon" occurs.

On the chat screen 1400, when the item button 1408 is selected by the user's operation input, the operation items for asking a question about "fire insurance" when a "typhoon" occurs are displayed. Further, when the item button 1409 is selected on the chat screen 1400, an operation item for asking a question about "auto insurance" when a "typhoon" occurs is displayed.

Here, it is assumed that the item button 1408 is selected on the chat screen 1400. In this case, as shown in FIG. 15, operation items (item buttons 1501 to 1504) for asking a question about "fire insurance" when a "typhoon" occurs are displayed on the chat screen 1400.

For example, on the chat screen 1400, if the item button 1501 is selected by the user's operation input, the question "Will you be compensated if damage occurs due to a strong wind such as a typhoon?" Can be input. Also, if you select the item button 1503 on the chat screen 1400, "If the storeroom on the premises is blown away by a typhoon, will you be covered by the insurance for the" building "? You can enter the question.

In this way, according to the chat screen 1400, operation items for inputting questions about matters related to events that may occur due to the occurrence of a disaster are displayed for each type of disaster, making it easier to input questions related to disasters. be able to. For example, a user can easily identify an insurance product related to a disaster that has occurred and ask a question about that insurance product.

(Various processing procedures of the information processing device 101)
Next, various processing procedures of the information processing apparatus 101 will be described with reference to FIGS. 16 to 19. First, the disaster detection processing procedure of the information processing apparatus 101 will be described with reference to FIG.

FIG. 16 is a flowchart showing an example of the disaster detection processing procedure of the information processing device 101. In the flowchart of FIG. 16, first, the information processing device 101 determines whether or not the emergency information distributed from the disaster prevention related site of each prefecture has been acquired (step S1601). Here, the information processing device 101 waits for the emergency information to be acquired (step S1601: No).

When the information processing device 101 acquires emergency information (step S1601: Yes), the information processing device 101 refers to the acquired emergency information and determines whether or not the type of disaster is "earthquake" (step S1602). Here, when the type of disaster is "earthquake" (step S1602: Yes), the information processing device 101 refers to the acquired emergency information and determines whether or not the magnitude is 7.0 or more (step S1603). ).

Here, when the magnitude is less than 7.0 (step S1603: No), the information processing apparatus 101 ends a series of processes according to this flowchart. On the other hand, when the magnitude is 7.0 or more (step S1603: Yes), the information processing apparatus 101 shifts to step S1605.

Further, in step S1602, when the type of disaster is not "earthquake" (step S1602: No), the information processing device 101 refers to the acquired emergency information and determines whether or not the evacuation level is equal to or higher than the predetermined level. Determine (step S1604). The predetermined level can be arbitrarily set, and is set to, for example, level 4.

Here, if the level is less than the predetermined level (step S1604: No), the information processing apparatus 101 ends a series of processes according to this flowchart. On the other hand, when the level is equal to or higher than the predetermined level (step S1604: Yes), the information processing apparatus 101 detects the occurrence of a disaster (step S1605).

Then, the information processing device 101 refers to the acquired emergency information and identifies the area where the disaster has occurred (step S1606). Next, the information processing device 101 turns on (1) the bit of the specified area (corresponding area) among the disaster area flags of each display control setting information in the display control setting DB 250 (step S1607).

Then, the information processing device 101 records the date and time when the bit of the disaster area flag of the display control setting information in the display control setting DB 250 is turned ON (step S1608), and ends a series of processes according to this flowchart. As a result, it is possible to detect disasters of a predetermined scale or larger that have occurred in various places by using the information distributed from the disaster prevention related sites of each prefecture.

Next, the first conversation control processing procedure of the information processing device 101 will be described with reference to FIG.

FIG. 17 is a flowchart showing an example of the first conversation control processing procedure of the information processing device 101. In the flowchart of FIG. 17, first, the information processing device 101 determines whether or not the access to the web page from the information processing terminal 201 is detected (step S1701). However, the web page is a web page on which a chatbot is installed.

Here, the information processing device 101 waits for detecting access to the web page from the information processing terminal 201 (step S1701: No). Then, when the information processing device 101 detects the access to the web page from the information processing terminal 201 (step S1701: Yes), the information processing device 101 acquires the display control setting information corresponding to the access destination web page from the display control setting DB 250. (Step S1702).

Then, the information processing device 101 transmits a display control setting file including the acquired display control setting information to the information processing terminal 201 (step S1703), and ends a series of processes according to this flowchart. As a result, control information for controlling the conversation in the chatbot at the information processing terminal 201 can be transmitted to the information processing terminal 201.

Next, the second conversation control processing procedure of the information processing apparatus 101 will be described with reference to FIG.

FIG. 18 is a flowchart showing an example of the conversation control processing procedure of the information processing device 101. In the flowchart of FIG. 18, first, the information processing device 101 determines whether or not a chat conversation start instruction has been received from the information processing terminal 201 (step S1801). Here, the information processing device 101 waits for receiving the chat start instruction (step S1801: No).

Then, when the information processing apparatus 101 receives the chat start instruction (step S1801: Yes), the information processing device 101 refers to the script table 240 and sets the installation destination URL, the script name, and the banner URL included in the received chat start instruction. Based on this, a talk script to be applied to the chatbot conversation in the information processing terminal 201 is determined (step S1802).

Specifically, for example, the information processing device 101 refers to the script table 240 and specifies the script management information corresponding to the installation destination URL (or script name) included in the chat start instruction. Next, the information processing device 101 refers to the banner URL included in the chat start instruction, and determines either the normal script or the disaster script of the specified script management information as the talk script. That is, the information processing device 101 determines the talk script according to whether or not the occurrence of a disaster has been detected.

For example, when the banner URL included in the chat start instruction is a banner URL for a smartphone at the time of a disaster or a banner URL for a PC at the time of a disaster, the information processing device 101 determines the disaster script of the specified script management information as a talk script. When the banner URL included in the chat start instruction is a smartphone banner URL or a PC banner URL, the information processing device 101 determines the normal time script of the specified script management information as the talk script.

If the banner URL is not included in the chat start instruction, the information processing device 101 refers to the disaster area flag of the specified script management information, and if any of the bits is ON, the information processing device 101 refers to the disaster area flag. The disaster script of the script management information may be determined as the talk script.

Next, the information processing device 101 starts a conversation with the chatbot on the information processing terminal 201 using the determined talk script (step S1803). Next, the information processing device 101 determines whether or not a specific condition is satisfied based on the conversation history (so-called chat log) between the chatbot and the user in the information processing terminal 201 (step S1804).

Specifically, for example, the information processing apparatus 101 may determine that a specific condition is satisfied when a specific keyword is input or a specific option is selected a plurality of times. The specific keyword is a keyword that is input when desired information such as "operator" or "don't know" cannot be obtained. A particular option is one that is selected when the desired information, such as "not in this" or "no", is not available.

Here, when the specific condition is not satisfied (step S1804: No), the information processing device 101 determines whether or not to end the conversation in the chatbot on the information processing terminal 201 (step S1805). The chatbot conversation ends, for example, according to a talk script or in response to a user forced termination operation.

Here, when the conversation in the chatbot is not ended (step S1805: No), the information processing apparatus 101 returns to step S1804. On the other hand, when ending the conversation in the chatbot (step S1805: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.

Further, in step S1804, when a specific condition is satisfied (step S1804: Yes), the information processing device 101 connects the information processing terminal 201 and the operator terminal 202 to change from chatbot support to manned conversation by the operator. Switching (step S1806). Then, the information processing device 101 ends a series of processes according to this flowchart.

As a result, it is possible to control the flow of conversation in the chatbot on the information processing terminal 201 according to the presence or absence of a disaster.

Next, the display control setting update processing procedure of the information processing apparatus 101 will be described with reference to FIG.

FIG. 19 is a flowchart showing an example of the display control setting update processing procedure of the information processing device 101. In the flowchart of FIG. 19, first, the information processing apparatus 101 determines whether or not a predetermined time has elapsed after turning on the bit of the disaster area flag of the display control setting information in the display control setting DB 250 (step S1901).

Here, the information processing device 101 waits for a predetermined time to elapse (step S1901: No). Then, when the predetermined time elapses (step S1901: Yes), the information processing device 101 accesses the installation destination URL of the display control setting information and determines whether or not the web page has been switched from the disaster specification to the normal specification (step S1901: Yes). Step S1902).

Here, if the disaster specification has not been switched to the normal specification (step S1902: No), the information processing apparatus 101 waits for a certain period of time (step S1903), and then returns to step S1902. The fixed time can be arbitrarily set, and is set to, for example, a time of several hours to several days.

On the other hand, when the disaster specification is switched to the normal specification (step S1902: Yes), the information processing apparatus 101 turns off the bit of the disaster area flag of the display control setting information in the display control setting DB 250 (step S1904). The series of processing by the flowchart is completed.

As a result, the disaster area flag of the display control setting information in the display control setting DB 250 can be initialized according to the change of the content of the web page from the disaster specification to the normal specification. As a result, the banner image displayed corresponding to the web page can be switched from the banner image at the time of disaster to the banner image at normal time.

The display control setting update process of the information processing device 101 may be executed, for example, for each bit in which the disaster area flag of the display control setting information in the display control setting DB 250 is turned ON.

(Display control processing procedure of information processing terminal 201)
Next, the display control processing procedure of the information processing terminal 201 will be described with reference to FIG. The display control process of the information processing terminal 201 is executed, for example, when there is an access to a web page on which a chatbot is installed.

FIG. 20 is a flowchart showing an example of the display control processing procedure of the information processing terminal 201. In the flowchart of FIG. 20, first, the information processing terminal 201 receives the display control setting file from the information processing device 101 (step S2001). The display control setting file contains the display control setting information corresponding to the access destination web page.

Then, the information processing terminal 201 identifies the residential area of the user of the information processing terminal 201 by referring to the area information corresponding to the own terminal (step S2002). Next, the information processing terminal 201 refers to the disaster area flag of the display control setting information corresponding to the access destination web page in the received display control setting file, and the bit corresponding to the specified residential area is turned ON (1). ) Is determined (step S2003).

Here, when the bit corresponding to the residential area is ON (step S2003: Yes), the information processing terminal 201 refers to the display control setting information and is displayed on the web page at the time of a disaster based on the terminal type of the own terminal. (Step S2004) is displayed, and a series of processes according to this flowchart is completed.

On the other hand, when the bit corresponding to the residential area is OFF (step S2003: No), the information processing terminal 201 refers to the display control setting information and is normally displayed on the web page based on the terminal type of the own terminal. A banner image is displayed (step S2005), and a series of processes according to this flowchart is completed.

This makes it possible to switch the design of the banner image displayed corresponding to the web page according to the presence or absence of a disaster.

Note that the display control setting file may include display control setting information corresponding to all web pages in the website including the accessed web page. In this case, the information processing terminal 201 does not have to re-receive the display control setting file from the information processing device 101 when transitioning between web pages in the same site.

As described above, according to the information processing apparatus 101 according to the embodiment, the first conversation by the chatbot is displayed on the screen of the information processing terminal 201 in response to the chat start instruction received from the information processing terminal 201. At the time of output, it is possible to determine whether or not the occurrence of a disaster has been detected. Then, according to the information processing device 101, when the occurrence of a disaster is detected, the first conversation can be switched to the second conversation and output to the information processing terminal 201. The first conversation is a chatbot conversation that responds to a plurality of matters, including matters relating to an event that may occur due to the occurrence of a disaster. The second conversation is a conversation that displays and responds to matters related to an event that may occur due to the occurrence of a disaster in a manner corresponding to the occurrence of a disaster.

As a result, when a chatbot conversation is started in response to a chat start instruction from the information processing terminal 201, if a disaster has been detected, it is easy to enter a question about the disaster. You can switch to the display to improve usability.

Further, according to the information processing device 101, when the occurrence of a disaster is detected, the first conversation is changed to the second conversation based on the disaster occurrence location information and the area information corresponding to the information processing terminal 201. You can switch to and output.

As a result, when the residence of the user of the information processing terminal 201 is included in the area where the disaster has occurred, it is possible to control such as switching to the display of the disaster specifications, and the same specifications are displayed even for the users who have not been affected by the disaster. Can be prevented from being done.

Further, according to the information processing device 101, after switching the conversation in the chat bot displayed in the first area of the screen of the information processing terminal 201 from the first conversation to the second conversation, the information processing terminal 201 It is possible to determine the switching of the information displayed in the second area on the screen. The second area is a different area from the first area and is an area for displaying information related to a plurality of items including items related to an event that may occur due to the occurrence of a disaster. The information displayed in the second area is, for example, information on a web page related to a plurality of matters. Then, according to the information processing device 101, based on the determination result, the conversation in the chatbot displayed in the first area can be switched from the second conversation to the first conversation and output.

As a result, when the design of the web page has returned from the disaster specification to the normal specification, the display when having a conversation with the chatbot can be returned to the normal specification.

Further, according to the information processing device 101, when the occurrence of a disaster is detected, the first banner image for instructing the start of the chat to be output to the screen of the information processing terminal 201 is designed according to the occurrence of the disaster. You can switch to the second banner image of.

As a result, the banner image for instructing the start of chat to be output to the screen of the information processing terminal 201 can be switched from the normal banner image to the disaster banner image in response to the occurrence of a disaster. For example, as the design of the web page is changed from the normal specification to the disaster specification, the design of the banner image can be changed so as not to stimulate the emotions of the victim.

Further, according to the information processing device 101, in the first conversation, the operation item for inputting a question about an event that may occur due to the occurrence of a disaster is an operation item for inputting a question about another item. You can switch to a second conversation that is displayed with priority over.

This gives priority to the operation items for entering questions about events that may occur due to the occurrence of a disaster, reducing the number of user operations for selecting disaster options and asking questions about disasters. Can be made easier to enter.

Further, according to the information processing device 101, the operation items for inputting the question about the matter related to the event that may occur due to the occurrence of the disaster in the first conversation are classified and displayed according to the type of the disaster. You can switch to the conversation.

This makes it easier to enter questions about disasters because the operation items for entering questions about events that may occur due to the occurrence of a disaster are displayed for each type of disaster.

Further, according to the information processing device 101, it is possible to acquire emergency information distributed from a disaster prevention related site and detect the occurrence of a disaster based on the acquired emergency information.

This makes it possible to detect the occurrence of a disaster in real time by using the emergency information delivered from the disaster prevention related sites of each prefecture when a disaster occurs.

Based on these facts, according to the information processing device 101, in response to the occurrence of a disaster, the display when having a conversation with the chatbot attached to the web page is switched to a display that makes it easy to enter a question about the disaster. Usability can be improved. In addition, since the display can be automatically switched according to the occurrence of a disaster, the workload and working time required for switching the display can be reduced. In addition, since it is not necessary to ask the chatbot administrator or the like to switch each time the design of the web page is changed, real-time switching can be realized. In addition, with the improvement of usability, the number of inquiries that can be processed by the chatbot increases, and the number of inquiries to insurance companies and the like can be suppressed to reduce the workload of the operator.

The conversation control 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 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.

Further, 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.

101

Information processing device

102, 201 Information processing terminal 110 screen 111 First area 112

Second area

120, 130, 1400 Chat screen 200 Conversation control system 202 Operator terminal 210 Network 220 FAQ master 230 Chat log DB
240 Script table 250 Display control setting 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

800, 1200

Web page

900, 1300 Menu screen 1001 Detection unit 1002 Communication unit 1003 Conversation control unit 1100 Display control setting file

Claims

When outputting a first conversation in a chatbot that responds to a plurality of matters including matters related to an event that may occur due to the occurrence of a disaster to the information processing terminal in response to a chat start instruction received from the information processing terminal. , Determine if a disaster has been detected,
When the occurrence of the disaster is detected, the first conversation is switched to the second conversation that displays and responds to matters related to the event in an manner corresponding to the occurrence of the disaster, and the information processing terminal. Output to
A conversation control program characterized by having a computer execute processing.
The output process is
When the occurrence of the disaster is detected, the first conversation is switched to the second conversation and output based on the disaster occurrence location information and the area information corresponding to the information processing terminal. The conversation control program according to claim 1.
The information processing terminal has a screen including a first area for displaying a conversation in the chatbot and a second area for displaying information related to the plurality of matters.
After switching the conversation in the chatbot displayed in the first area from the first conversation to the second conversation, it is determined that the information displayed in the second area is switched.
Based on the determination result, the conversation in the chatbot displayed in the first area is switched from the second conversation to the first conversation and output.
The conversation control program according to claim 1, wherein the computer executes the process.
When the occurrence of the disaster is detected, the first banner image for instructing the start of the chat output to the information processing terminal is switched to the second banner image designed according to the occurrence of the disaster.
The conversation control program according to claim 1, wherein the computer executes the process.
The second conversation is characterized in that an operation item for inputting a question about the event is displayed in preference to an operation item for inputting a question about another item. The conversation control program according to claim 1.
The conversation control program according to claim 1, wherein in the second conversation, operation items for inputting a question about the event are classified and displayed according to the type of the disaster. ..
The conversation control program according to claim 3, wherein the information displayed in the second area is information on a web page related to the plurality of items.
Obtain emergency information delivered from disaster prevention related sites,
Detect the occurrence of a disaster based on the acquired emergency information,
The conversation control program according to claim 1, wherein the computer executes the process.
When outputting a first conversation in a chatbot that responds to a plurality of matters including matters related to an event that may occur due to the occurrence of a disaster to the information processing terminal in response to a chat start instruction received from the information processing terminal. , Determine if a disaster has been detected,
When the occurrence of the disaster is detected, the first conversation is switched to the second conversation that displays and responds to matters related to the event in an manner corresponding to the occurrence of the disaster, and the information processing terminal. Output to
A conversation control method characterized by a computer performing processing.
The communication unit that receives the chat start instruction from the information processing terminal,
A disaster occurs when outputting a first conversation in a chatbot that responds to a plurality of matters including matters related to an event that may occur due to the occurrence of a disaster to the information processing terminal in response to the chat start instruction. A second method in which it is determined whether or not the disaster has occurred, and if the occurrence of the disaster is detected, the first conversation is responded by displaying matters related to the event in a manner corresponding to the occurrence of the disaster. A conversation control unit that switches to conversation and outputs to the information processing terminal,
An information processing device characterized by having.