WO2024127477A1 - プログラム、情報処理装置、製造方法、情報処理方法 - Google Patents

プログラム、情報処理装置、製造方法、情報処理方法 Download PDF

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Publication number
WO2024127477A1
WO2024127477A1 PCT/JP2022/045727 JP2022045727W WO2024127477A1 WO 2024127477 A1 WO2024127477 A1 WO 2024127477A1 JP 2022045727 W JP2022045727 W JP 2022045727W WO 2024127477 A1 WO2024127477 A1 WO 2024127477A1
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Prior art keywords
information
evaluation
dialogue
user
section
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PCT/JP2022/045727
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English (en)
French (fr)
Japanese (ja)
Inventor
泰一 橋本
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Revcomm
Revcomm Inc
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Revcomm
Revcomm Inc
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Priority to PCT/JP2022/045727 priority Critical patent/WO2024127477A1/ja
Priority to JP2024563796A priority patent/JPWO2024127477A1/ja
Publication of WO2024127477A1 publication Critical patent/WO2024127477A1/ja
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04M—TELEPHONIC COMMUNICATION
    • H04M3/00—Automatic or semi-automatic exchanges
    • H04M3/42—Systems providing special services or facilities to subscribers
    • H04M3/50—Centralised arrangements for answering calls; Centralised arrangements for recording messages for absent or busy subscribers ; Centralised arrangements for recording messages
    • H04M3/51—Centralised call answering arrangements requiring operator intervention, e.g. call or contact centers for telemarketing

Definitions

  • This disclosure relates to a program, an information processing device, a manufacturing method, and an information processing method.
  • Patent Document 1 discloses a technique for efficiently sharing know-how and tips on how operators should respond to calls and how to use a response support system.
  • the present disclosure has been made to solve the above problem, and has an object to provide a technique for storing, in an external service, an evaluation of a dialogue held between a plurality of users.
  • a program capable of causing a computer having a processor and a storage unit to provide a specified information service related to a dialogue between multiple users, the program executing a voice storage step in which the processor stores dialogue voice data related to the dialogue, an evaluation reception step in which the processor receives evaluation information related to an evaluation of the dialogue voice data stored in the storage step in response to an input operation by a first user, and an information transmission step in which the processor associates dialogue voice identification information for identifying the dialogue voice data stored in the storage step with the evaluation information received in the evaluation reception step and transmits the information to an external service different from the specified information service.
  • evaluations of conversations between multiple users can be stored in an external service.
  • FIG. 2 is a block diagram showing the functional configuration of the system 1.
  • FIG. 2 is a block diagram showing the functional configuration of the server 10.
  • FIG. 2 is a block diagram showing a functional configuration of a first user terminal 20.
  • FIG. 2 is a block diagram showing a functional configuration of a second user terminal 30.
  • FIG. 2 is a block diagram showing the functional configuration of an external server 60.
  • FIG. 13 is a diagram showing the data structure of a user table 1012.
  • FIG. 11 is a diagram showing the data structure of a group table 1013.
  • FIG. 10 is a diagram showing the data structure of a dialogue table 1014.
  • FIG. 10 is a diagram showing the data structure of a label table 1015.
  • FIG. 13 is a diagram showing the data structure of a speech segment table 1016.
  • FIG. 6 shows the data structure of a shared table 6012.
  • 13 is a flowchart showing the operation of a rating assignment process (first embodiment); 13 is a flowchart showing the operation of a rating assignment process (second embodiment); 11 is a screen example showing the operation of a rating assignment process (first embodiment). 13 is a screen example showing the operation of the evaluation providing process (second embodiment).
  • FIG. 2 is a block diagram showing the basic hardware configuration of a computer 90.
  • the system 1 in the present disclosure is an information processing system that provides an information processing service for evaluating a dialogue between multiple users.
  • the system 1 includes information processing devices, namely, a server 10, a first user terminal 20, a second user terminal 30, an external server 60, and a voice server (PBX) 50, which are connected via a network N.
  • FIG. 1 is a block diagram showing the functional configuration of the system 1.
  • FIG. 2 is a block diagram showing the functional configuration of the server 10.
  • FIG. 3 is a block diagram showing the functional configuration of the first user terminal 20.
  • FIG. FIG. 4 is a block diagram showing the functional configuration of the second user terminal 30.
  • FIG. FIG. 5 is a block diagram showing the functional configuration of the external server 60.
  • Each information processing device is configured by a computer equipped with an arithmetic unit and a storage device.
  • the basic hardware configuration of the computer and the basic functional configuration of the computer realized by the hardware configuration will be described later.
  • the server 10 the first user terminal 20, the second user terminal 30, the external server 60, and the voice server (PBX) 50, descriptions that overlap with the basic hardware configuration and basic functional configuration of the computer described later will be omitted.
  • the server 10 is an information processing device that provides a service of storing and managing data (dialogue data) related to a dialogue (call) conducted between a first user and a second user via a network N.
  • the server 10 in the present disclosure is an information processing device that provides an online interactive service (online interactive service) between a first user who is an operator and a second user who is a customer.
  • the server 10 in the present disclosure may also provide an online interactive service between three or more users including one or more other users in addition to the first and second users.
  • the interaction between the first and second users is performed via a network N, the present embodiment can be applied to a configuration in which the interaction is performed via multiple networks.
  • the network may include networks provided by multiple network providers, or may include networks using different communication standards.
  • the server 10 includes a memory unit 101 and a control unit 104 .
  • the storage unit 101 of the server 10 includes an application program 1011 , a user table 1012 , a group table 1013 , a dialogue table 1014 , a label table 1015 , and a voice segment table 1016 .
  • the application program 1011 is a program for causing the control unit 104 of the server 10 to function as each functional unit.
  • the application program 1011 includes applications such as a web browser application.
  • the application program 1011 includes various APIs (Application Programming Interfaces) for connecting to the external server 60 and performing predetermined control.
  • the APIs include at least an API for accepting and sharing data included in a shared table 6012 of the external server 60, which will be described later.
  • the user table 1012 is a table that stores and manages information about member users (hereinafter, users) who use the service. When a user registers to use the service, the user's information is stored in a new record in the user table 1012. This allows the user to use the service according to the present disclosure.
  • the user table 1012 is a table having columns of user ID, external service ID, group ID, and user name with the user ID as a primary key, and is a table that associates a plurality of IDs.
  • FIG. 6 is a diagram showing the data structure of the user table 1012. As shown in FIG.
  • the user ID is an item for storing user identification information for identifying a user.
  • the user identification information is an item for which a unique value is set for each user.
  • the external service ID is an item that stores user identification information for identifying a user in the external server 60.
  • the user can receive an external information processing service by logging in to the external server 60 using the external service ID.
  • the user ID in the server 10 is associated with the external service ID in the external server 60.
  • the group ID is an item for storing group identification information for identifying a group.
  • the user name is an item for storing the name of the user. The user name may be set to any character string such as a nickname instead of a name.
  • the group table 1013 is a table that stores and manages information (group information) about groups to which a user belongs. Groups include any groups, such as companies, corporations, corporate groups, clubs, various organizations, etc. Groups may be defined for more detailed subgroups, such as company departments (sales department, general affairs department, customer support department, etc.).
  • the group table 1013 is a table having a group ID as a primary key, and columns of group ID, group name, and group attribute.
  • FIG. 7 is a diagram showing the data structure of the group table 1013. As shown in FIG.
  • the group ID is an item for storing group identification information for identifying a group.
  • the group identification information is an item in which a unique value is set for each piece of group information.
  • the group name is an item for storing the name of the group. Any character string can be set as the group name.
  • the group attribute is an item for storing information on group attributes such as group type (company, corporate group, other organization, etc.) and industry (real estate, finance, etc.).
  • the dialogue table 1014 is a table for storing and managing information related to a dialogue between a user and a customer (dialogue information).
  • the dialogue table 1014 is a table having a dialogue ID as a primary key, and columns of a dialogue ID, a user ID, a customer ID, a dialogue category, a sending/receiving type, voice data, video data, and evaluation data.
  • FIG. 8 is a diagram showing the data structure of the dialogue table 1014. As shown in FIG.
  • the dialogue ID is an item for storing dialogue identification information for identifying a dialogue.
  • the dialogue identification information is an item in which a unique value is set for each piece of dialogue information.
  • the user ID is an item for storing user identification information for identifying a user in a dialogue between a user and a customer. A plurality of user IDs may be associated with each piece of dialogue information.
  • the customer ID is an item for storing user identification information for identifying a customer in a dialogue between a user and a customer. User IDs of multiple customers may be associated with each piece of dialogue information.
  • the dialogue category is an item for storing the type (category) of the dialogue between the user and the customer. The dialogue data is classified by the dialogue category.
  • the communication type is an item for storing information for distinguishing whether the conversation between the user and the customer was sent by the user (outbound) or received by the user (inbound). In addition, when a conversation is between three or more users, the communication type "room" is stored.
  • the audio data is an item for storing audio data collected by a microphone. It may also store reference information (path) for an audio data file located in another location. The audio data may be in any format, such as AAC, ATRAC, mp3, or mp4.
  • the voice data may be in a format in which an identifier is set that allows the user's voice and the customer's voice to be independently identifiable.
  • the control unit 104 of the server 10 can perform independent analysis processing on the user's voice and the customer's voice.
  • the user ID of the user and the customer can be identified based on the voice data of the user and the customer.
  • moving image data including audio information may be used instead of audio data.
  • the audio data in the present disclosure includes audio data included in moving image data.
  • the video data is an item that stores video data captured by a camera or the like. It may also store reference information (path) for a video data file located in another location.
  • the video data may be in any data format, such as MP4, MOV, WMV, AVI, or AVCHD.
  • the video data may be in a format in which identifiers are set that allow the user's video and the customer's video to be independently identifiable.
  • the control unit 104 of the server 10 can perform independent analysis processing on the user's video and the customer's video.
  • the user IDs of the user and the customer can be identified based on the video data of the user and the customer.
  • the evaluation data is an item for storing evaluation information regarding an evaluation of dialogue information.
  • the evaluation data includes rating information that evaluates the quality of the dialogue by the user, comment information on the dialogue+CY24 information, reaction information indicating an intention regarding the dialogue information, and share information indicating an intention to share the dialogue information with other users.
  • the rating information includes an index value that evaluates the quality of the dialogue related to the dialogue information in a predetermined numerical scale. For example, the user may evaluate the quality of the dialogue in a five-level numerical scale from 1 (worst) to 5 (best).
  • the evaluation data including the rating information is associated with various information in the dialogue table 1014, but this is not limiting.
  • the result of statistical processing based on the association between the user ID and the evaluation data in the dialogue table 1014 may be included in the user table 1012 or the group table 1013. More specifically, data evaluating the response of the user corresponding to the user ID based on the evaluation data included in the dialogue table may be included in the user table 1012.
  • the reaction information is information indicating a user's reaction to the dialogue information. For example, a user can express support for a certain dialogue information by adding reaction information such as "Like" to the dialogue information.
  • the reaction includes any character string, emoticons, etc., and expresses an intention such as support, anti-support, opposition, neutrality, etc., regarding the notification information.
  • the share information includes information indicating that the user has shared the dialogue information with other users.
  • a user can communicate the content of the dialogue information by sharing certain dialogue information with other users belonging to the same company (group). Since the shared dialogue information is considered to be more useful than the unshared dialogue information, the share information is also included in the evaluation information in the present disclosure.
  • the label table 1015 is a table for storing and managing information relating to labels (label information).
  • the label table 1015 is a table having columns for a conversation ID and label data.
  • FIG. 9 is a diagram showing the data structure of the label table 1015.
  • the dialogue ID is an item for storing dialogue identification information for identifying a dialogue.
  • the label data is an item for storing label information for managing dialogues.
  • the label information is additional information for managing dialogue information, such as a classification name, a label, a classification label, and a tag.
  • the label data may be a character string indicating the name of the label information, or may be a label ID for referencing the name of the label information stored in another table.
  • the label data includes classification information according to the emotional state of a speaker in a particular dialogue.
  • the classification data includes classification information for classifying the speaker's response in a particular dialogue as good or bad.
  • the voice section table 1016 is a table for storing and managing information (voice section information) relating to a plurality of voice sections included in the dialogue information.
  • the voice segment table 1016 is a table having a segment ID as a primary key, and columns of segment ID, dialogue ID, speaker ID, start date and time, end date and time, segment audio data, segment video data, segment reading text, and evaluation data.
  • FIG. 10 is a diagram showing the data structure of the speech segment table 1016. As shown in FIG.
  • the section ID is an item for storing section identification information for identifying a speech section.
  • the section identification information is an item in which a unique value is set for each piece of speech section information.
  • the dialogue ID is an item for storing dialogue identification information for identifying a dialogue with which the voice section information is associated.
  • the speaker ID is an item for storing speaker identification information for identifying a speaker to which the voice section information is associated. Specifically, the speaker ID is an item for storing user IDs of multiple users who participated in the dialogue.
  • the start date and time is an item for storing the start date and time of an audio section or a video section.
  • the end date and time is an item for storing the end date and time of the audio section and the video section.
  • the section audio data is an item that stores audio data included in an audio section.
  • the section audio data may include audio data included in the section video data.
  • the audio data may be in any format, such as AAC, ATRAC, mp3, or mp4.
  • the section video data is an item that stores video data included in the audio section. It may store reference information (path) to a video data file located in another location.
  • the format of the video data may be any data format, such as MP4, MOV, WMV, AVI, or AVCHD.
  • the section reading text is an item that stores text information of the content spoken by a speaker in the section audio data included in the audio section. Specifically, the section reading text may be generated manually or by using a learning model such as any machine learning or deep learning based on the section audio data and the section video data.
  • the evaluation data is an item for storing evaluation information regarding the evaluation of the voice section information. The content of the evaluation data may be the same as the evaluation data in the dialogue table 1014 .
  • the control unit 104 of the server 10 includes a user registration control unit 1041, an assignment unit 1042, and a reference unit 1043.
  • the control unit 104 executes an application program 1011 stored in the storage unit 101, thereby realizing each functional unit.
  • the user registration control unit 1041 performs processing to store information about users who wish to use the service according to the present disclosure in the user table 1012 .
  • the information stored in the user table 1012 is generated when a user opens a web page operated by a service provider from any information processing terminal, enters information into a specific input form, and transmits the information to the server 10.
  • the user registration control unit 1041 stores the information received based on the application from the user in a new record in the user table 1012, and the user registration is completed. This allows the user stored in the user table 1012 to use the service.
  • the service provider may carry out a predetermined examination to restrict whether or not the user is permitted to use the service.
  • the user ID may be any character string or number that can identify the user, any character string or number desired by the user, or an arbitrary character string or number may be automatically set by the user registration control unit 1041.
  • the assigning unit 1042 executes the evaluation assigning process (first embodiment) and the evaluation assigning process (second embodiment). Details will be described later.
  • the reference unit 1043 executes the evaluation reference process. Details will be described later.
  • the first user terminal 20 is an information processing device operated by a first user who uses the service.
  • the first user terminal 20 may be, for example, a stationary PC (Personal Computer) or a laptop PC, or may be a mobile terminal such as a smartphone or a tablet. It may also be a wearable terminal such as an HMD (Head Mount Display) or a wristwatch terminal.
  • the first user terminal 20 includes a storage unit 201 , a control unit 204 , an input device 206 , and an output device 208 .
  • the storage unit 201 of the first user terminal 20 includes a first user ID 2011 and an application program 2012 .
  • the first user ID 2011 stores the user identification information of the first user.
  • the user transmits the first user ID 2011 from the first user terminal 20 to the voice server (PBX) 50.
  • the voice server (PBX) 50 identifies the first user based on the first user ID 2011 and provides the services disclosed herein to the first user.
  • the first user ID 2011 includes information such as a session ID that is temporarily assigned by the voice server (PBX) 50 when identifying the user using the first user terminal 20.
  • the application program 2012 may be pre-stored in the storage unit 201, or may be configured to be downloaded from a web server operated by a service provider via a communication IF.
  • the application programs 2012 include applications such as a web browser application.
  • the application program 2012 includes an interpreted programming language such as JavaScript (registered trademark) that runs on a web browser application stored on the first user terminal 20 .
  • the control unit 204 of the first user terminal 20 includes an input control unit 2041 and an output control unit 2042.
  • the control unit 204 executes an application program 2012 stored in the storage unit 201, thereby realizing each functional unit.
  • the input device 206 of the first user terminal 20 includes a camera 2061, a microphone 2062, a position information sensor 2063, a motion sensor 2064, and a keyboard 2065.
  • the input device 206 may include a contact sensor such as a touch panel (not shown).
  • the output device 208 of the first user terminal 20 includes a display 2081 and a speaker 2082 .
  • the second user terminal 30 is an information processing device operated by a second user who uses the service.
  • the second user terminal 30 may be, for example, a mobile terminal such as a smartphone or a tablet, a stationary personal computer (PC) or a laptop PC, or a wearable terminal such as a head mounted display (HMD) or a wristwatch terminal.
  • the second user terminal 30 includes a storage unit 301 , a control unit 304 , an input device 306 , and an output device 308 .
  • the storage unit 301 of the second user terminal 30 includes an application program 3012 and a telephone number 3013 .
  • the application program 3012 may be pre-stored in the storage unit 301, or may be configured to be downloaded from a web server operated by a service provider via a communication IF.
  • Application programs 3012 include applications such as a web browser application.
  • the application program 3012 includes an interpreted programming language such as JavaScript (registered trademark) that runs on a web browser application stored in the second user terminal 30 .
  • the control unit 304 of the second user terminal 30 includes an input control unit 3041 and an output control unit 3042.
  • the control unit 304 executes an application program 3012 stored in the storage unit 301, thereby realizing each functional unit.
  • the input device 306 of the second user terminal 30 includes a camera 3061 , a microphone 3062 , a position information sensor 3063 , a motion sensor 3064 , and a touch device 3065 .
  • the output device 308 of the second user terminal 30 includes a display 3081 and a speaker 3082 .
  • the external server 60 is an information processing device operated by a business operator different from the dialogue service provider according to the present disclosure, and provides information processing services and the like operated by the business operator.
  • the external server 60 may be an information processing device managed and operated by a business providing a CRM (Customer Relationship Management) service (CRM business).
  • CRM services include Salesforce, HubSpot, Zoho CRM, and Kintone.
  • the external server 60 may be an information processing device managed and operated by a company that provides a chat service. Examples of chat services include Slack, Chatwork, and LINE Works.
  • the external server 60 may be configured to use a different server for each service provided, or may be configured to use one server for multiple services.
  • the external server 60 includes a storage unit 601 and a control unit 604 .
  • the storage unit 601 of the external server 60 includes an application program 6011 and a shared table 6012 .
  • the application program 6011 is a program for causing the control unit 604 of the external server 60 to function as each functional unit.
  • various APIs Application Programming Interfaces
  • the APIs include at least an API that accepts and shares data contained in any of the user table 1012, group table 1013, dialogue table 1014, label table 1015, and voice section table 1016 stored in the memory unit 101 of the server 10.
  • the shared table 6012 is a table for storing and managing information (shared information) that includes dialogue information and the like and is shared with other users.
  • the shared table 6012 is data stored in the storage unit 101 of the server 10, and may include the shared data.
  • the shared table 6012 is a table having columns such as a message ID, a service ID, a dialogue ID, a section ID, speaker data, section reading text, a URL, and evaluation data.
  • FIG. 11 is a diagram showing the data structure of the shared table 6012. As shown in FIG.
  • the message ID is an item for storing shared identification information for identifying shared information.
  • the service ID is service identification information for identifying the information service, such as the interactive service, of which the shared information is related to the present disclosure.
  • the service ID stores information for identifying the interactive service provided by the server 10.
  • the service ID may store information for identifying other interactive services, etc.
  • the dialogue ID is an item for storing dialogue identification information for identifying a dialogue.
  • the section ID is an item for storing section identification information for identifying a voice section.
  • the speaker data is an item that stores information about a group (speaker information) such as a dialogue ID, dialogue information identified by a section ID, the name and title of a speaker in the voice section information, and the name of a group to which the speaker belongs.
  • the section reading text is an item for storing text information of the content spoken by the speaker in the section voice data included in the voice section. The details are similar to those of the section reading text in the voice section table 1016 of the server 10, and therefore a description thereof will be omitted.
  • the URL is an item in which a URL for referencing information related to the shared information is stored. In the present disclosure, the URL stores a URL of a website or the like for referencing the dialogue information and voice section information stored in the shared information in the dialogue service provided by the server 10.
  • a user can select a URL to refer to the dialogue information, the voice data included in the voice section information, video data, and the like in the service provided by the external server 60 using a web browser or the like.
  • the evaluation data is an item for storing evaluation information regarding the evaluation of the shared information.
  • the content of the evaluation data may be the same as the evaluation data in the dialogue table 1014 of the server 10.
  • the control unit 604 of the external server 60 includes a transmission unit 6041.
  • the control unit 604 executes an application program 6011 stored in the storage unit 601, thereby realizing each functional unit.
  • the transmission unit 6041 is a control unit that executes a process of transmitting evaluation data received from a user at the external server 60 to the server 10.
  • the voice server (PBX) 50 is an information processing device that functions as a switchboard that connects the network N and the telephone network T to each other, thereby enabling a conversation between the first user terminal 20 and the second user terminal 30 .
  • the voice server (PBX) 50 includes a storage unit 501 .
  • the storage unit 501 of the voice server (PBX) 50 includes an application program 5011 .
  • the application program 5011 is a program for causing the control unit 504 of the voice (PBX) server 50 to function as each functional unit.
  • the application programs 5011 include applications such as a web browser application.
  • FIG. 12 is a flowchart showing the operation of the evaluation providing process (first embodiment).
  • FIG. 13 is a flowchart showing the operation of the evaluation giving process (second embodiment).
  • FIG. 14 is an example of a screen showing the operation of the evaluation providing process (first embodiment).
  • FIG. 15 is an example of a screen showing the operation of the evaluation providing process (second embodiment).
  • a process in which a first user interacts with a second user will be described below as an interaction process in which multiple users interact in a virtual interaction space called a room.
  • a process in which the first user makes a call and the second user receives a call will be described below as a process in which the first user and the second user are able to interact.
  • Other methods for enabling the first user and the second user to interact with each other are not limited to these.
  • the invention according to the present disclosure is applicable to a method in which a first user and a second user are in a dialogue-enabled state by any method. For example, it is applicable to online conference services such as Zoom, Google Meet, Microsoft Teams, etc.
  • the program according to the present disclosure is applicable to information processing of information (video data, audio data, etc.) related to a dialogue held in an online conference service in which multiple users participate.
  • the program according to the present disclosure does not necessarily need to provide an online conference service, and may be configured to perform information processing on information related to the dialogue acquired from an external online conference service.
  • PBX voice server
  • the first user who will be the organizer of the dialogue operates the input device 206 of the first user terminal 20 to send a request for holding a dialogue to the server 10.
  • the control unit 104 of the server 10 receives the request, it issues room identification information such as a unique room ID and sends a response to the first user terminal 20.
  • the first user sends the received room identification information to the second user, who is the dialogue partner, by any communication means such as email or chat.
  • the first user can enter the room by operating the input device 206 of the first user terminal 20, accessing a URL that provides a service related to the room of the server 10 using a web browser or the like, and inputting the room identification information.
  • the second user can enter the room by operating the input device 306 of the second user terminal 30, accessing a URL that provides a service related to the room of the server 10 using a web browser or the like, and inputting the room identification information.
  • the first user and the second user can have a dialogue via the first user terminal 20 and the second user terminal 30, respectively, in a virtual dialogue space called a room associated with each other by the room identification information.
  • the room identification information By inputting the room identification information, in addition to the first user and the second user, one or more other users can enter one room.
  • This allows three or more users to have a conversation through their respective user terminals in a virtual conversation space called a room associated with each other by the room identification information.
  • the room may be created on the external server 60.
  • the system 1 of the present disclosure may provide an online interactive service (video interactive service) including video data.
  • video interactive service video interactive service
  • the control unit 204 of the first user terminal 20 and the control unit 304 of the second user terminal 30 transmit video data captured by the camera 2061 of the first user terminal 20 or the camera 3061 of the second user terminal 30 to the server 10.
  • the server 10 Based on the received video data, the server 10 transmits the video data captured by the camera 2061 of the first user terminal 20 to the second user terminal 30, or transmits the video data captured by the camera 3061 of the second user terminal 30 to the first user terminal 20.
  • the control unit 204 of the first user terminal 20 displays the received video data captured by the camera 3061 of the second user terminal 30 on the display 2081.
  • the control unit 304 of the second user terminal 30 displays the received video data captured by the camera 2061 of the first user terminal 20 on the display 3081.
  • the server 10 may transmit video data of some or all of the multiple users participating in the online dialogue to the first user terminal 20 and the second user terminal 30.
  • the control unit 204 of the first user terminal 20 displays the received video data of some or all of the multiple users participating in the online dialogue arranged on one screen on the display 2081 of the first user terminal 20. This allows the dialogue status of the multiple users participating in the online dialogue to be confirmed. The same process may be performed in the second user terminal 30.
  • the outgoing call process is a process in which a user (first user) makes an outgoing call (call) to a customer (second user).
  • the call process is a series of processes in which the user selects a customer to whom he/she wishes to make a call from among multiple customers displayed on the screen of the first user terminal 20, and makes a call to the customer by performing a call operation.
  • a case in which the second user is selected as a customer will be described as an example.
  • the user operates the first user terminal 20 to launch a web browser and access the website of the CRM service in the external server 60 provided by the CRM system.
  • the user can display a list of his/her own customers on the display 2081 of the first user terminal 20 by opening a customer management screen provided by the CRM service.
  • the first user terminal 20 transmits the CRM ID 2013 and a request to display a list of customers to the CRM system.
  • the CRM system searches the customer table and transmits information about the user's customers, such as the customer ID, name, telephone number, customer attributes, customer organization name, and customer organization attributes, to the first user terminal 20.
  • the first user terminal 20 displays the received information about the customers on the display 2081 of the first user terminal 20.
  • the user presses and selects a customer (second user) to whom they wish to make a call from the list of customers displayed on the display 2081 of the first user terminal 20. With the customer selected, the user presses the "Call" button or the phone number button displayed on the display 2081 of the first user terminal 20 to send a request including the phone number to the CRM system.
  • the CRM system that receives the request sends the request including the phone number to the server 10.
  • the server 10 that receives the request sends a call request to the voice server (PBX) 50.
  • PBX voice server
  • the voice server (PBX) 50 receives the call request, it makes a call (call) to the second user terminal 30 based on the received phone number.
  • the first user terminal 20 controls the speaker 2082 etc. to ring to indicate that a call is being made by the voice server (PBX) 50.
  • the display 2081 of the first user terminal 20 also displays information indicating that a call is being made by the voice server (PBX) 50 to the customer. For example, the display 2081 of the first user terminal 20 may display the words "Calling".
  • the customer lifts the handset (not shown) of the second user terminal 30 or presses an "Receive" button or the like that is displayed on the input device 306 of the second user terminal 30 when a call is received, thereby making the second user terminal 30 enter a state in which conversation is possible.
  • the voice server (PBX) 50 transmits information indicating that a response has been made by the second user terminal 30 (hereinafter referred to as a "response event") to the first user terminal 20 via the server 10, the CRM system, etc.
  • the user and the customer are able to communicate with each other using the first user terminal 20 and the second user terminal 30, respectively, and can communicate with each other.
  • the user's voice collected by the microphone 2062 of the first user terminal 20 is output from the speaker 3082 of the second user terminal 30.
  • the customer's voice collected by the microphone 3062 of the second user terminal 30 is output from the speaker 2082 of the first user terminal 20.
  • the display 2081 of the first user terminal 20 When the display 2081 of the first user terminal 20 becomes available for interaction, it receives the response event and displays information indicating that an interaction is taking place. For example, the display 2081 of the first user terminal 20 may display the words "Responding.”
  • the incoming call process is a process in which the user receives an incoming call (a call) from a customer.
  • the incoming call process is a series of processes in which, when a user has an application running on the first user terminal 20 and a customer makes a call to the user, the user receives the call.
  • the user operates the first user terminal 20 to launch a web browser and access the website of the CRM service provided by the CRM system in the external server 60.
  • the user is assumed to be logged into the CRM system using his or her own account in the web browser and is in standby. Note that as long as the user is logged into the CRM system, the user may also be performing other tasks related to the CRM service.
  • the customer operates the second user terminal 30, inputs a specific telephone number assigned to the voice server (PBX) 50, and makes a call to the voice server (PBX) 50.
  • the voice server (PBX) 50 receives the call from the second user terminal 30 as an incoming call event.
  • the voice server (PBX) 50 transmits an incoming call event to the server 10. Specifically, the voice server (PBX) 50 transmits an incoming call request including the customer's telephone number 3011 to the server 10. The server 10 transmits the incoming call request to the first user terminal 20 via the CRM system or directly. In response to this, the first user terminal 20 controls the speaker 2082 etc. to ring to indicate that an incoming call is being received by the voice server (PBX) 50.
  • the display 2081 of the first user terminal 20 displays information indicating that an incoming call is being received from a customer by the voice server (PBX) 50. For example, the display 2081 of the first user terminal 20 may display the words "Incoming call".
  • the first user terminal 20 accepts a response operation by the user.
  • the response operation is realized, for example, by lifting a handset (not shown) on the first user terminal 20, or by the user operating the mouse 2066 to press a button displayed as "answer the phone" on the display 2081 of the first user terminal 20.
  • the first user terminal 20 receives the response operation, it transmits a response request to the voice server (PBX) 50 via the CRM system and the server 10.
  • the voice server (PBX) 50 receives the transmitted response request and establishes voice communication. This enables the first user terminal 20 to communicate with the second user terminal 30.
  • the display 2081 of the first user terminal 20 displays information indicating that a conversation is taking place. For example, the display 2081 of the first user terminal 20 may display the words "dialogue in progress.”
  • the dialogue storage process is a process for storing data related to a dialogue between a user and a customer.
  • the dialogue storage process is a series of processes for storing data regarding a dialogue in the dialogue table 1014 when a dialogue is started between a user and a customer.
  • the voice server (PBX) 50 records voice data relating to the conversation between the user and the customer and transmits it to the server 10.
  • the control unit 104 of the server 10 receives the voice data, it creates a new record in the conversation table 1014 and stores the data relating to the conversation between the user and the customer.
  • the control unit 104 of the server 10 stores the user ID, customer ID, conversation category, incoming/outgoing type, and the contents of the voice data in the new record in the conversation table 1014.
  • the voice data relating to the conversation between the user and the customer does not necessarily have to be recorded by the voice server (PBX) 50, and may be recorded in the server 10 or the external server 60.
  • the server 10 executes a voice storage step of storing dialogue voice data relating to the dialogue. Specifically, the control unit 104 of the server 10 acquires the first user ID 2011 of the user from the first user terminal 20 during outgoing call processing or incoming call processing, and stores it in the user ID field of a new record in the dialogue table 1014 . The control unit 104 of the server 10 queries the CRM system based on the telephone number during outgoing or incoming call processing. The CRM system searches the customer table by telephone number to obtain the customer ID and transmits it to the server 10. The control unit 104 of the server 10 stores the obtained customer ID in the customer ID field of a new record in the dialogue table 1014.
  • the control unit 104 of the server 10 stores the value of the dialogue category previously set for each user or customer in the dialogue category item of the new record in the dialogue table 1014.
  • the dialogue category may be stored by the user selecting and inputting a value for each dialogue.
  • the control unit 104 of the server 10 identifies whether the ongoing conversation is initiated by the user or the customer, and stores a value of either outbound (initiated by the user) or inbound (initiated by the customer) in the call receiving/transmitting type field of the new record in the conversation table 1014.
  • the control unit 104 of the server 10 stores the voice data received from the voice server (PBX) 50 in the voice data item of the new record in the dialogue table 1014.
  • the voice data may be stored as a voice data file in another location, and reference information (path) for the voice data file may be stored after the dialogue ends.
  • the control unit 104 of the server 10 may also be configured to store the voice data after the dialogue ends.
  • the control unit 104 of the server 10 stores the video data received from the first user terminal 20 and the second user terminal 30 in the video data item of a new record in the dialogue table 1014.
  • the video data may be stored as a video data file in another location, and reference information (path) for the video data file may be stored after the dialogue ends.
  • the control unit 104 of the server 10 may also be configured to store the video data after the dialogue ends.
  • the control unit 104 of the server 10 executes a voice extraction step of extracting a plurality of section voice data for each speech section from the voice data received in the receiving step. Specifically, the control unit 104 of the server 10 acquires (accepts) the dialogue ID, voice data, and video data stored in the dialogue table 1014. The control unit 104 of the server 10 detects a section (utterance section) in which speech sounds are continuously present from the acquired (accepted) voice data and video data, and extracts the voice data and video data for each utterance section as section voice data and section video data, respectively. For example, the voice data and video data may be divided by silent sections in which there is no speech sound, to extract the section voice data and section video data.
  • the voice data and video data may be divided by sentence units such as segments, sentences, and paragraphs for the contents of speech contained in the voice data and video data, to extract the section voice data and section video data.
  • the section voice data and section video data are associated with the speaker's user ID, the start date and time of the utterance section, and the end date and time of the utterance section for each utterance section.
  • the control unit 104 of the server 10 does not need to detect speech sections from the entire period of the audio data or video data, and may exclude predetermined voice sections such as silent sections and hold sounds from the speech detection section.
  • the control unit 104 of the server 10 performs text recognition on the extracted speech content of the section voice data and section video data, converting the section voice data and section video data into section read-aloud text, which is characters (text), and transcribing it.
  • text recognition is not particularly limited.
  • conversion may be performed by signal processing technology, machine learning using AI (artificial intelligence), deep learning, or the like.
  • the control unit 104 of the server 10 stores the dialogue ID to be processed, the speaker's user ID (first user ID 2011 or second user ID 3011), start date and time, end date and time, section audio data, section video data, and section reading text in the dialogue ID, speaker ID, start date and time, end date and time, section audio data, section video data, and section reading text fields of a new record in the audio section table 1016, respectively.
  • the speech section table 1016 stores the section reading text for each speech section of the voice data as continuous time-series data, associated with the start date and time and the speaker. By checking the section reading text stored in the speech section table 1016, the user can check the dialogue content as text information without checking the content of the voice data.
  • speech recognition processing information that is meaningless in understanding the dialogue between the user and the customer, such as fillers contained in the text, may be removed from the text, and the speech recognition information may be stored in the speech segment table 1016.
  • segment audio data or segment video data into segment read-aloud text
  • predetermined speech segments such as greetings or hold sounds during silent periods may be converted into text that shows an overview of the speech segment, such as the greeting or hold sound.
  • the control unit 104 of the server 10 may transmit dialogue information and speech section information, including the section ID of the speech section, the section read-out text, the URL, the speaker's name, the title, information on the group to which the speaker belongs such as the name of the group, evaluation information, etc., to the external server 60.
  • the configuration may be such that authentication permission is obtained from the external server 60 using the external service ID of the user stored in the user table 1012, etc. before transmission.
  • the control unit 104 of the server 10 may transmit the dialogue information and the voice section information to the external server 60 during the dialogue storage process, or may transmit the dialogue information and the voice section information to the external server 60 at any other timing.
  • the control unit 604 of the external server 60 stores the dialogue information and audio section information, including the received dialogue ID, section ID, speaker information, section reading text, URL, evaluation information, etc., in the dialogue ID, section ID, speaker data, section reading text, URL, and evaluation data items of the shared table 6012, respectively.
  • the control unit 604 of the external server 60 stores service identification information, such as a service ID and service name, for identifying the dialogue information service according to the present disclosure in the service ID item.
  • the service ID is identified based on the information received from the server 10.
  • the rating assignment process (first embodiment) is a process in which a user evaluates (assigns a rating to) a dialogue held between a plurality of users in a dialogue service according to the present disclosure.
  • the evaluation assignment process is a series of processes that display an evaluation screen to the user, accept a selection of interactive voice data from the user, accept a selection of a speech section from the user, accept an input of an evaluation, store the evaluation, and transmit the evaluation to an external server.
  • the evaluation assignment process (first embodiment) is a series of processes that display an evaluation screen to the user, accept a selection of interactive voice data from the user, accept a selection of a speech section from the user, accept an input of an evaluation, store the evaluation, and transmit the evaluation to an external server.
  • an example in which the first user executes the evaluation assignment process (first embodiment) will be described as an example, but any user may execute the process.
  • step S101 the assignment unit 1042 of the server 10 executes a screen presentation step of presenting to the first user an evaluation screen capable of accepting, from the first user, evaluation information for the interactive voice data stored in the storage step and evaluation information for each of the multiple section voice data extracted in the voice extraction step.
  • the first user operates the input device 206 of the first user terminal 20 to execute a browser application or the like, and opens the evaluation page D1 by inputting the URL or the like of a web page (evaluation page) for executing the evaluation assignment process.
  • the control unit 204 of the first user terminal 20 transmits a request including the first user ID 2011 for opening the evaluation page to the server 10.
  • the server 10 When the server 10 receives the request, it generates an evaluation page and sends it to the first user terminal 20.
  • the control unit 204 of the first user terminal 20 presents the evaluation page on the display 2081 of the first user terminal 20.
  • the request from the first user terminal 20 to the server 10 is controlled to be received directly by the server 10, but this is not limited to the above and the request may be controlled to go through another server such as the external server 60.
  • the server 10 searches the user ID or customer ID field in the dialogue table 1014 based on the first user ID 2011, and acquires dialogue information in which the user was previously involved as a speaker. Note that the server 10 may also acquire dialogue information in which other users who belong to the same group as the first user were previously involved as speakers.
  • the assignment unit 1042 of the server 10 transmits the acquired dialogue information to the first user terminal 20.
  • the control unit 204 of the first user terminal 20 displays a list of the received dialogue information on the display 2081 of the first user terminal 20 in a selectable manner.
  • the first user operates the input device 206 of the first user terminal 20 to select one or more pieces of dialogue information to be subjected to the rating assignment process (first embodiment) from the displayed list of the dialogue information.
  • the control unit 204 of the first user terminal 20 transmits a request including the dialogue ID of the selected dialogue information to the server 10.
  • the assignment unit 1042 of the server 10 searches the dialogue ID field in the speech segment table 1016 based on the received dialogue ID, and acquires the speaker ID and the section reading text.
  • the assignment unit 1042 of the server 10 transmits the acquired voice segment information including the start date and time, the speaker ID, and the section reading text to the first user terminal 20.
  • the assignment unit 1042 of the server 10 may execute a summarization step of summarizing the interactive voice data stored in the storage step, and a rating reception step of receiving rating information for the summary information summarized in the summarization step. Specifically, the assigning unit 1042 of the server 10 does not transmit all of the voice section information acquired from the voice section table 1016 to the first user terminal 20, but, for example, calculates the importance of each of the multiple voice section information acquired from the voice section table 1016 and identifies one or more pieces of voice section information identified based on the importance, thereby generating a summary of the dialogue information (summary information). For example, the assigning unit 1042 of the server 10 identifies one or more pieces of voice section information whose importance is equal to or greater than a predetermined value.
  • the importance calculation unit of the server 10 performs an importance calculation process on a text and a text group.
  • the importance calculation method may apply any key sentence extraction algorithm.
  • LexRank is an algorithm that targets multiple input sentences, divides each input sentence into words using morphological analysis, calculates the similarity (e.g., cosine similarity) for each sentence, calculates a graph structure based on the similarity between the sentences, and calculates the importance of each sentence based on the graph structure.
  • the importance calculation unit of the server 10 calculates the importance of each piece of speech section information by applying LexRank to each section reading text included in the speech section information as one input sentence. Note that the importance calculation method may apply any important sentence extraction algorithm.
  • the assignment unit 1042 of the server 10 may treat, for a single piece of speech section information, a text obtained by combining the section reading text contained in the speech section information and the section reading text contained in one or more preceding or succeeding pieces of speech section information as one speech section information group, calculate the importance of the speech section information group, and identify one or more pieces of speech section information or speech section information groups whose importance is equal to or greater than a predetermined value.
  • the assigning unit 1042 of the server 10 transmits the identified one or more pieces of speech section information and speech section information groups to the first user terminal 20.
  • evaluation information such as reaction information to the summary information can be received, and the evaluation information can be associated with the speech section information and the speech section information groups and stored.
  • the summarizing step may be executed in the dialogue storage process instead of in the evaluation process (first embodiment).
  • the screen presenting step executes a step of presenting a plurality of pieces of text information included in the plurality of pieces of section voice data on an evaluation screen.
  • the screen presenting step executes a step of presenting, on the evaluation screen, speech bubbles including each of the plurality of pieces of text information included in the plurality of pieces of section voice data.
  • the control unit 204 of the first user terminal 20 arranges the received voice section information for each of the multiple speech sections in order of start date and time, and displays the information in a list on the display 2081 of the first user terminal 20 .
  • An evaluation page D1 (evaluation screen) is displayed on the display 2081 of the first user terminal 20.
  • the evaluation page D1 includes a dialogue area D11 displaying section readout text of utterance contents uttered by each speaker for each of a plurality of utterance sections related to a selected dialogue, utterance sections D111, D112, D113, ..., a dialogue evaluation button D21 for evaluating the dialogue information displayed in the dialogue area D11, an evaluation result D23, section evaluation buttons D221, D222, D223 for evaluating the utterance sections D111, D112, D113, and evaluation results D231, D232, D233.
  • the control unit 204 of the first user terminal 20 displays the speech sections D111, D112, D113, etc. corresponding to the section reading text displayed in the dialogue area D11 in a list in a manner that makes it possible to identify which speaker spoke which speech section by shifting them to the left or right end for each speaker.
  • a list of reaction candidates D211 that the user can select is displayed.
  • the user can select evaluation information to be assigned to the dialogue by selecting each icon D2111 included in the reaction candidates D211.
  • the section evaluation button D221 is selected, a list of multiple reaction candidates D2211 that the user can select is displayed.
  • the user can select evaluation information to be assigned to the speech section by selecting each icon D22111 included in the reaction candidates D2211.
  • the evaluation result D23 displays the evaluation information stored in the evaluation data item of the dialogue table 1014.
  • the evaluation results D231, D232, and D233 display the evaluation information stored in the evaluation data item of the speech segment table 1016.
  • a reaction corresponding to the icon D2111 selected from the reaction candidates D211 is stored in the evaluation data section of the dialogue table 1014 and is added to the evaluation result D23.
  • a reaction corresponding to the icon D22111 selected from the reaction candidates D2211 is stored in the evaluation data section of the speech segment table 1016 and is added to the evaluation result D231.
  • reaction candidates are intended to allow users to express their support, opposition, neutrality, etc., and include buttons with emojis, emoticons, icons, character strings, etc. Note that the reaction candidates include a Like button.
  • At least one of the following may be displayed: dialogue information, rating information in which the user evaluates the quality of the dialogue voice data for the section voice information, comment information on the dialogue voice data, and share information indicating an intention to share the dialogue voice data with other users.
  • the user can evaluate the quality of the service based on the dialogue voice data and the section voice data using a five-level numerical index (score) from 1 to 5.
  • the user can evaluate the dialogue voice data and the section voice data by adding text information describing the quality of the response as a comment.
  • a user can share information with other users by sending a URL for specifying the dialogue voice data or the section voice data.
  • the referring unit 1043 of the server 10 executes a rating presentation step of presenting the rating information stored in the rating storage step.
  • the evaluation result D23 is an item that displays the evaluation result (evaluation data) performed by using the dialogue evaluation button D21 on the dialogue information displayed in the dialogue area D11.
  • the evaluation results D231, D232, and D233 are items that display the results (evaluation data) of evaluations made with the section evaluation buttons D221, D222, and D223 for the speech sections D111, D112, and D113.
  • the evaluation information stored in association with the interactive voice data in the evaluation storage step can be referenced by a second user who belongs to the same group as the first user, but cannot be referenced by a second user who belongs to the same group as the first user.
  • the evaluation results D23, D231, D232, and D233 are not only evaluation results made by the first user, but also evaluation results made by other users who belong to the same group as the first user.
  • the first user cannot view evaluation results made by other users who belong to a different group from the first user. For example, evaluation results made by other users who belong to a different group from the first user are not included in the evaluation results D231, D232, and D233. This allows the first user to check the quality of the dialogue information and section audio information by referring to the evaluation results made by other users who belong to the same group as the first user.
  • step S102 the control unit 204 of the first user terminal 20 accepts the selection of the dialogue information to be evaluated. Specifically, the first user presses and selects the dialogue evaluation button D21 by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 displays the reaction candidates D211 on the display 2081 of the first user terminal 20.
  • step S103 the control unit 204 of the first user terminal 20 accepts the selection of the voice segment information to be evaluated. Specifically, the first user presses and selects at least one of the section evaluation buttons D221, D222, and D223 by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 displays the reaction candidates D2211 on the display 2081 of the first user terminal 20.
  • the first user may select either the entire dialogue information or each of the multiple speech sections, and not select the other. Also, the first user may be able to select both the entire dialogue information and each of the multiple speech sections. Also, an evaluation of any one of the speech sections may be regarded as an evaluation of the entire dialogue information.
  • the control unit 204 of the first user terminal 20 may transmit the dialogue ID of the selected dialogue information and the section ID of the voice section information to the server 10, and the assignment unit 1042 of the server 10 may identify and accept the dialogue information and voice section information selected by the first user.
  • step S104 the assigning unit 1042 of the server 10 executes an evaluation receiving step of receiving evaluation information regarding the evaluation of the interactive voice data stored in the storing step in response to an input operation by the first user.
  • the evaluation receiving step executes a step of receiving evaluation information regarding the interactive voice data in response to an input operation by the first user on the evaluation screen presented in the screen presenting step.
  • the first user operates the input device 206 of the first user terminal 20 to select at least one of the multiple icons D2111... included in the reaction candidates D211 displayed on the display 2081 of the first user terminal 20.
  • the control unit 204 of the first user terminal 20 transmits to the server 10 the dialogue ID of the selected dialogue information and the reaction information (evaluation information) identified by the selected icon D2111.
  • the assigning unit 1042 of the server 10 receives and accepts the dialogue ID and reaction information selected in step S102.
  • step S104 the evaluation receiving step executes a step of receiving evaluation information for a predetermined one or more pieces of section audio data among the plurality of section audio data extracted in the audio extraction step in response to an input operation by the first user.
  • the evaluation receiving step executes a step of receiving evaluation information on the interactive voice data in response to an input operation by the first user on the text information presented in the screen presenting step.
  • the evaluation receiving step executes a step of receiving evaluation information for a predetermined one or more sections of audio data in response to an input operation by the first user on the plurality of pieces of text information (speech bubbles) presented in the screen presenting step.
  • the first user operates the input device 206 of the first user terminal 20 to select at least one of the multiple icons D22111...
  • the control unit 204 of the first user terminal 20 transmits the section ID of the selected speech section information and the reaction information (evaluation information) identified by the selected reaction candidate D2211 to the server 10.
  • the first user operates the input device 206 of the first user terminal 20 to select an icon D22111... for each of the text information of the multiple speech sections displayed in a list on the display 2081 of the first user terminal 20, thereby transmitting the reaction information for each speech section to the server 10.
  • the first user may operate the input device 206 of the first user terminal 20 to select a speech section D111 in which the section reading text is displayed in a speech bubble, thereby displaying a list of reaction candidates D2211. In this case, the section evaluation button D221 may be omitted.
  • the assignment unit 1042 of the server 10 receives and accepts the section ID and reaction information selected in step S103.
  • the first user selects a reaction candidate for each of a plurality of text information included in a plurality of speech sections, and transmits to the server 10 the section ID of the text information for which the reaction candidate has been selected and reaction information corresponding to the reaction candidate.
  • the first user may select a reaction candidate for all or a portion of the text information included in the dialogue voice data to be processed, and the control unit 204 of the first user terminal 20 may transmit to the server 10 a dialogue ID that identifies the dialogue voice data to be processed, instead of a section ID, and reaction information corresponding to the reaction candidate.
  • the dialogue ID and the reaction information are associated with each other and transmitted to the server 10. That is, in step S104, the first user may evaluate the text information contained in all or a part of the interactive voice data, or may evaluate each of the multiple pieces of text information contained in multiple speech sections.
  • the evaluation receiving step executes a step of receiving evaluation information including at least one of rating information in which the first user evaluates the interactive voice data as to whether it is good or bad, comment information on the interactive voice data, reaction information indicating an intention regarding the interactive voice data, and share information indicating an intention to share the interactive voice data with other users.
  • the first user selects reaction information indicating the user's expression of intent regarding the dialogue voice data for each selected dialogue information and section voice information, but the evaluation information is not limited to reaction information.
  • At least one of rating information in which the user evaluates the quality of the dialogue voice data for the dialogue information, comment information on the dialogue voice data, and share information indicating the user's expression of intent to share the dialogue voice data with other users may be selected, input, and edited. Any configuration may be adopted in which the first user can select evaluation information including at least one of reaction information, rating information, comment information, share information, etc. for each selected dialogue information and section audio information.
  • the assigning unit 1042 of the server 10 may receive and accept evaluation information including at least one of reaction information, rating information, comment information, share information, etc. for each selected dialogue information, dialogue ID that identifies the section audio information, and section ID.
  • step S105 the assigning unit 1042 of the server 10 executes an evaluation storing step of storing the evaluation information accepted in the evaluation accepting step in association with the dialogue voice data. Specifically, when the assignment unit 1042 of the server 10 receives a dialogue ID, the assignment unit 1042 searches the dialogue ID field of the dialogue table 1014 based on the received dialogue ID, and stores the reaction information in the evaluation data field of the record identified by the search. This associates the evaluation information with the dialogue information.
  • step S105 the evaluation storage step executes a step of storing the evaluation information accepted in the evaluation acceptance step in association with one or more predetermined section voice data and text information included in the section voice data. Specifically, when the assigning unit 1042 of the server 10 receives a section ID, the assigning unit 1042 searches the section ID field of the speech section table 1016 based on the received section ID to store the reaction information in the evaluation data field of the record identified. This associates the evaluation information with the section reading text included in the section speech information.
  • step S105 the assignment unit 1042 of the server 10 executes an association storage step of storing information relating to the success or failure of the negotiation and the evaluation information received in the evaluation receiving step in association with each other.
  • the first user is capable of inputting information regarding the success or failure of the business negotiation into the dialogue information regarding the business negotiation stored in the dialogue table 1014 by operating the input device 206 of the first user terminal 20.
  • the information to be inputted is a string of characters such as "business negotiation successful", "business negotiation unsuccessful", etc.
  • the evaluation page D1 is provided with an input field into which the success or failure of the business negotiation can be input into the dialogue information displayed in the dialogue area D11.
  • the control unit 204 of the first user terminal 20 transmits the dialogue ID and the information regarding the success or failure of the business negotiation to the server 10.
  • the control unit 104 of the server 10 stores the received information on the success or failure of the negotiation in association with a record identified by searching the dialogue ID field of the dialogue table 1014 based on the received dialogue ID.
  • the assignment unit 1042 of the server 10 stores the dialogue information identified based on the dialogue ID, the information on the success or failure of the negotiation, and the evaluation information in association with each other.
  • the first user may input information regarding the success or failure of the business negotiation at any time, not limited to the evaluation process.
  • step S105 the assignment unit 1042 of the server 10 executes an association storing step of storing the analysis result information obtained in the analyzing step and the evaluation information accepted in the evaluation accepting step in association with each other.
  • the control unit 104 of the server 10 analyzes, for each piece of dialogue information stored in the dialogue table 1014, the ratio between the user's speaking time and the recipient's speaking time (talk:listen ratio), the number of overlaps, the number of silences, the speaking speed (hereinafter referred to as "speech rate”), the voice recognition results, the automatically summarized documents, etc.
  • the control unit 104 of the server 10 can also perform analysis of the contents of the call.
  • the contents of the call can be transcribed, so that the user can concentrate on the conversation with the other party without having to input data or take notes. Furthermore, fillers (e.g., hesitations such as "um” and "ah") in the speech recognition results can be identified and removed.
  • the control unit 104 of the server 10 may calculate a score regarding the quality of the dialogue for the dialogue information based on the analysis results obtained by the analysis using a machine learning model, a deep learning model, an artificial intelligence model, etc. The control unit 104 of the server 10 may execute the analysis periodically, or may execute the analysis in response to an operation by any user, such as the first user.
  • the control unit 104 of the server 10 stores information on the analysis result (analysis result information) in association with a record identified by searching the dialogue ID field of the dialogue table 1014 based on the dialogue ID of the analyzed dialogue information.
  • the assignment unit 1042 of the server 10 stores the dialogue information identified based on the dialogue ID, the analysis result information, and the evaluation information in association with each other.
  • step S105 the attachment unit 1042 of the server 10 executes an association storing step of storing the label information received in the label receiving step and the evaluation information received in the evaluation receiving step in an associated manner. Specifically, each piece of dialogue information identified by a dialogue ID is associated with label information and stored in the label table 1015. In this way, the assignment unit 1042 of the server 10 associates and stores the dialogue information identified based on the dialogue ID with the label information.
  • step S105 the evaluation storage step executes a step of storing the evaluation information accepted in the evaluation acceptance step in association with one or more predetermined section voice data corresponding to the summary information.
  • the assigning unit 1042 of the server 10 does not transmit all of the speech segment information acquired from the speech segment table 1016 to the first user terminal 20, but transmits summary information consisting of some of the speech segment information to the first user terminal 20.
  • the assigning unit 1042 of the server 10 executes a process of storing the summary information in association with evaluation information.
  • the object to be associated with the evaluation information received in the evaluation receiving step may be something other than those mentioned above, and may be, for example, any of the data contained in the user table 1012, group table 1013, dialogue table 1014, label table 1015, and speech section table 1016.
  • step S106 the assignment unit 1042 of the server 10 executes an information transmission step in which the interactive voice identification information for identifying the interactive voice data stored in the storage step is associated with the evaluation information received in the evaluation reception step, and the associated interactive voice identification information is transmitted to an external service other than the specified information service.
  • the assigning unit 1042 of the server 10 transmits to the external server 60 the dialogue ID of the dialogue information selected by the first user and the section ID of the voice section information.
  • step S106 the information sending step executes a step of associating the text information contained in the interactive voice data stored in the storage step, a URL for identifying the interactive voice data stored in the storage step, speaker information regarding the speaker in the dialogue, and information regarding the name, title, or group to which the speaker belongs in the dialogue with the evaluation information received in the evaluation receiving step, and sending them to an external service.
  • the assignment unit 1042 of the server 10 searches the dialogue ID item in the dialogue table 1014 based on the dialogue ID selected in step S101, and acquires the user ID, customer ID, and evaluation data items.
  • the assignment unit 1042 of the server 10 searches the dialogue ID item in the speech segment table 1016 based on the dialogue ID, and acquires the segment reading text.
  • the assigning unit 1042 of the server 10 generates a URL (URL for identifying dialogue voice data) based on the dialogue ID.
  • the URL may include the dialogue ID or a character string obtained by encrypting the dialogue ID, or may include a character string that can identify the dialogue ID by referring to another table (not shown).
  • the user By opening the URL with a web browser or the like of an information processing terminal, the user can obtain dialogue information identified by the dialogue ID from the dialogue information service of the present disclosure and check the dialogue content.
  • the assignment unit 1042 of the server 10 searches the user ID item of the user table 1012 based on the user ID and customer ID (user ID of the speaker) and acquires the user name (speaker's name and title) and group ID (group ID of the group to which the speaker belongs).
  • the assignment unit 1042 of the server 10 searches the group ID item of the group table 1013 based on the acquired group ID and acquires the group name and group attribute (information on the group to which the speaker belongs).
  • the attachment unit 1042 of the server 10 transmits the acquired dialogue ID, section reading text, URL, speaker name, name, information related to the group to which the speaker belongs (such as the name of the group), and evaluation information to the external server 60.
  • the information sending step may include a step of associating speaker information about a speaker who belongs to a different group than the first user in the dialogue with the evaluation information received in the evaluation receiving step and sending the information to an external service, without including speaker information about a speaker who belongs to the same group as the first user in the dialogue.
  • the assignment unit 1042 of the server 10 searches the user ID item of the user table 1012 based on the user ID and the customer ID (user ID of the speaker), and acquires the user name (speaker's name and title) and group ID (group ID of the group to which the speaker belongs).
  • the assignment unit 1042 of the server 10 excludes user IDs associated with the same group as the first user from the acquired user IDs, and identifies the user ID.
  • the assignment unit 1042 of the server 10 excludes group IDs in the same group as the first user from the acquired group IDs, and identifies them.
  • the assignment unit 1042 of the server 10 searches the group ID item of the group table 1013 based on the identified group ID, and acquires the group name and group attribute (information on the group to which the speaker belongs).
  • the assigning unit 1042 of the server 10 transmits to the external server 60 the name of the identified speaker, the name of the group to which the speaker belongs, and other information about the group, and the evaluation information.
  • step S106 an information transmission step is executed in which, in response to an input operation by the first user on the evaluation screen presented in the screen presentation step, section identification information for identifying one or more specified section audio data is associated with the evaluation information accepted in the evaluation acceptance step and transmitted to an external service other than the specified information service.
  • the attachment unit 1042 of the server 10 considers a case in which the speech section is selected in step S103 and evaluated in step S104.
  • the assignment unit 1042 of the server 10 searches the section ID item of the speech section table 1016 based on the section ID, and acquires the speaker ID and the section reading text.
  • the assignment unit 1042 of the server 10 searches the user ID item of the user table 1012 based on the speaker ID (user ID of the speaker) and acquires the user name (speaker's name and title) and group ID (group ID of the group to which the speaker belongs).
  • the assignment unit 1042 of the server 10 searches the group ID item of the group table 1013 based on the acquired group ID and acquires the group name and group attributes (information on the group to which the speaker belongs).
  • the assignment unit 1042 of the server 10 transmits the dialogue information and speech section information, including the section ID of the speech section, the section reading text, the URL, the speaker's name, the name of the group to which the speaker belongs, and other group-related information, evaluation information, etc., to the external server 60.
  • the control unit 604 of the external server 60 stores the dialogue information and audio section information, including the received dialogue ID, section ID, speaker information, section reading text, URL, evaluation information, etc., in the dialogue ID, section ID, speaker data, section reading text, URL, and evaluation data items of the shared table 6012, respectively.
  • the control unit 604 of the external server 60 stores service identification information, such as a service ID and service name, for identifying the dialogue information service according to the present disclosure in the service ID item.
  • the service ID is identified based on the information received from the server 10.
  • the rating assignment process (second embodiment) is a process in which a user evaluates (assigns a rating to) a dialogue held between multiple users by using an external information processing service different from the dialogue service according to the present disclosure.
  • the rating assignment process (second embodiment) is a series of processes that display an rating screen to a user on an information processing device operated by an operator other than the dialogue service provider of the present disclosure, accepts selection of a thread (message, etc.) from the user regarding the dialogue voice data to be rated, accepts input of a rating, sends the rating to the dialogue service of the present disclosure, and stores the rating in the dialogue service of the present disclosure.
  • a thread messages, etc.
  • sends the rating to the dialogue service of the present disclosure and stores the rating in the dialogue service of the present disclosure.
  • step S111 the first user operates the input device 206 of the first user terminal 20 to execute a browser application or the like, and opens a rating page D4 (described below) by inputting the URL or the like of a web page (rating page) for executing the rating assignment process (second embodiment).
  • the control unit 204 of the first user terminal 20 sends a request including the first user ID 2011 for opening the rating page to the external server 60.
  • the first user uses a CRM service, chat service, or the like provided by the external server 60, rather than the server 10.
  • control unit 604 of the external server 60 When the control unit 604 of the external server 60 receives the request, it searches the shared table 6012 and obtains the service ID, dialogue ID, section ID, speaker data, section reading text, URL, evaluation data, etc. The control unit 604 of the external server 60 generates an evaluation page based on the received information and sends it to the first user terminal 20. The control unit 204 of the first user terminal 20 presents the evaluation page on the display 2081 of the first user terminal 20.
  • the evaluation page D4 includes a thread screen D41 and a message input field D42.
  • the thread is composed of a message posted by a specific user and multiple messages D411, D412, D413 such as reply messages from multiple users to the message.
  • Each of the messages D411, D412, D413 includes a message evaluation button D511, D512, D513, and an evaluation result D531, D532, D533.
  • the user can select evaluation information to be assigned to the message by selecting each icon D51111 included in the reaction candidates D5111.
  • the reaction candidates are the same as the reaction candidates in the evaluation page D1 of the evaluation process (first embodiment), and therefore a description thereof will be omitted. Also in this embodiment, instead of or in addition to the reaction candidates, at least one of rating information that evaluates the good or bad of the message, comment information on the message, and share information that indicates an intention to share the message with other users may be added to the message.
  • control unit 604 of the external server 60 generates a message D421 including a section ID 4211, speaker information 4212, URL 4213, and text information 4214 based on the information in the shared table 6012, and displays it on the thread screen D41.
  • the control unit 604 of the external server 60 displays the section ID, speaker data, URL, section reading text, and evaluation data in the section ID D4111, speaker D4112, URL D4113, message text D4114, and evaluation results D531, D532, and D533 of the messages D411, D412, and D413, respectively.
  • step S112 the control unit 204 of the first user terminal 20 accepts the selection of a message related to the dialogue information to be evaluated. Specifically, the first user presses down and selects the message D411 or the like by operating the input device 206 of the first user terminal 20. The control unit 204 of the first user terminal 20 displays a reaction candidate D5111 on the display 2081 of the first user terminal 20.
  • step S113 the first user operates the input device 206 of the first user terminal 20 to input an evaluation based on at least one of the icons D51111... included in the reaction candidates D5111 displayed on the display 2081 of the first user terminal 20.
  • the control unit 204 of the first user terminal 20 transmits the message ID of the selected message and reaction information (evaluation information) identified by the selected icon D51111 to the external server 60.
  • the first user operates the input device 206 of the first user terminal 20 to select each icon D51111 included in the reaction candidates D5111 for each of the multiple messages D411 displayed in a list on the display 2081 of the first user terminal 20, thereby transmitting reaction information for each speech section to the external server 60.
  • the control unit 604 of the external server 60 receives and accepts the selected message ID and reaction information.
  • step S114 the assignment unit 1042 of the server 10 executes an evaluation receiving step of receiving, from an external service different from the specified information service, specified interactive voice identification information for identifying specified interactive voice data, specified section identification information for identifying a specified speech section, and specified evaluation information regarding the evaluation of the specified interactive voice data.
  • the assigning unit 1042 of the server 10 may receive, from an external service, section identification information for identifying one or more speech sections, and evaluation information regarding the evaluation of the one or more speech sections.
  • the control unit 604 of the external server 60 searches the message ID item in the shared table 6012 based on the selected message ID, and obtains the service ID, conversation ID, and section ID.
  • the control unit 604 of the external server 60 identifies an API endpoint for sending a request to the conversation information service according to the present disclosure based on the obtained service ID.
  • the API endpoint may be identified by referring to a table (not shown).
  • the API endpoint is a URL for sending a request such as an HTTP request to the conversation information service according to the present disclosure.
  • the control unit 604 of the external server 60 transmits a request including the acquired dialogue ID, section ID, and received reaction information to the identified API endpoint.
  • the assignment unit 1042 of the server 10 receives dialogue voice identifying information, section identifying information, such as the dialogue ID and section ID, from the external server 60, and evaluation information for the dialogue voice identifying information and section identifying information.
  • the attachment unit 1042 of the server 10 may be configured to receive at least one of the dialogue voice identification information and the section identification information.
  • the information sent to the API endpoint may include a message ID and a URL for referencing the message identified by the message ID (URL for identifying the message).
  • the URL may include the message ID or a character string obtained by encrypting the message ID, or may include a character string that can identify the message ID by referring to another table (not shown).
  • the user can obtain the message identified by the message ID from an external service (external server 60) and check the contents of at least a part of the message.
  • the attachment unit 1042 of the server 10 receives the message ID and a URL for referencing the message identified by the message ID.
  • the information to be sent to the API endpoint may include related message information consisting of the message ID, message body, etc. of another message linked by the message ID in the external server 60.
  • the related message information includes a reply message to the message identified by the message ID, other messages that mention the message identified by the message ID (other messages that include in their message bodies a link that identifies the message identified by the message ID, etc.).
  • the related message information may include any information related to the message, such as the message ID, the message body, the user ID of the user who posted the message, the user name, and the posting date and time.
  • the attachment unit 1042 of the server 10 receives the related message information.
  • step S115 the assigning unit 1042 of the server 10 executes an evaluation storage step of storing the specified evaluation information received in the evaluation receiving step in association with the specified interactive voice data identified based on the specified interactive voice identifying information.
  • the assignment unit 1042 of the server 10 receives a request including a dialogue ID, it stores reaction information in the evaluation data field of a record identified by searching the dialogue ID field of the dialogue table 1014 based on the received dialogue ID.
  • the evaluation information received in the evaluation receiving step is stored in association with the interactive voice data identified based on the interactive voice identifying information.
  • step S115 the assigning unit 1042 of the server 10 executes an evaluation storing step of storing the predetermined evaluation information received in the evaluation receiving step in association with the predetermined speech section identified based on the predetermined section identifying information.
  • the assignment unit 1042 of the server 10 receives a request including a section ID, it stores reaction information in the evaluation data item of a record identified by searching the section ID item of the speech section table 1016 based on the received section ID.
  • the evaluation information received in the evaluation receiving step is stored in association with one or more speech segments identified based on one or more pieces of segment identification information.
  • step S115 the assignment unit 1042 of the server 10 executes an evaluation storage step in which the message ID, the URL for referencing the message, and the related message information received in the evaluation receiving step are stored in association with a specified interactive voice data identified based on specified interactive voice identification information or a specified speech section identified based on specified section identification information.
  • the attachment unit 1042 of the server 10 receives the message ID, the URL for referencing the message, and the related message information.
  • the assignment unit 1042 of the server 10 receives a request including a dialogue ID, it stores the message ID, a URL for referencing the message, and related message information in items (not shown) of a record identified by searching the dialogue ID item in the dialogue table 1014 based on the received dialogue ID.
  • the message ID, the URL for referencing the message, and the related message information received in the evaluation receiving step are stored in association with the interactive voice data identified based on the interactive voice identification information.
  • the assignment unit 1042 of the server 10 receives a request including a section ID, it stores the message ID, a URL for referencing the message, and related message information in items (not shown) of a record identified by searching the section ID item of the speech section table 1016 based on the received section ID.
  • the message ID, the URL for referencing the message, and the related message information received in the evaluation receiving step are stored in association with one or more speech sections identified based on one or more section identification information.
  • the display 2081 of the first user terminal 20 may display a message ID, a URL for referencing the message, and related message information in association with each of the dialogue area D11 corresponding to the dialogue ID and the speech sections D111, D112, and D113 corresponding to the section ID.
  • This allows the first user to identify not only the content of the evaluation made in the external service, but also the message for which evaluation was made in the external service for the dialogue information and the speech section.
  • the first user can check the content of the message for which evaluation was made in the external service for the dialogue information and the speech section by selecting a URL for referencing the message by operating the input device 206 of the first user terminal 20.
  • the first user can check not only the content of the evaluation made in the external service but also related message information in the external service that replies to or mentions the dialogue information or speech section, for example, the content of replies or mentions made by members of other departments to the dialogue information or speech section.
  • evaluation information is accepted for messages D411, D412, and D413 corresponding to the read-aloud text according to the speech section, but evaluation information may be assigned and accepted for the entire dialogue information identified by the dialogue ID.
  • the first user selects the entire dialogue information, rather than just a portion of it, and selects the reaction information to be assigned to the dialogue information.
  • the assigning unit 1042 of the server 10 and the control unit 604 of the external server 60 may synchronize the evaluation information stored in the shared table 6012 of the external server 60 and the evaluation information stored in the voice section table 1016 of the server 10 so that they are the same information for the same dialogue information (dialogue ID) and section voice data (section ID). This allows the evaluation information stored in the server 10 and associated with each of the dialogue information and section voice data to be linked with the evaluation information stored in the external server 60 and associated with each of the dialogue information and section voice data.
  • the assignment unit 1042 of the server 10 receives evaluation data associated with each of the dialogue IDs and section IDs from the external server 60
  • the assignment unit 1042 compares the evaluation data with the evaluation data associated with each of the dialogue IDs and section IDs stored in the voice section table 1016, and updates the evaluation data stored in the voice section table 1016 so as to be identical to the evaluation data in the external server 60.
  • the assignment unit 1042 of the server 10 may execute a process of updating (refreshing) all of the dialogue IDs and section IDs stored in the voice section table 1016 based on the evaluation data associated with each of the dialogue IDs and section IDs received from the external server 60.
  • control unit 604 of the external server 60 receives evaluation data associated with each of the conversation IDs and section IDs from the server 10, it compares the evaluation data with the evaluation data associated with each of the conversation IDs and section IDs stored in the shared table 6012, and updates the evaluation data stored in the shared table 6012 so that it is identical to the evaluation data in the server 10.
  • the control unit 604 of the external server 60 may execute a process of updating (refreshing) all of the conversation IDs and section IDs stored in the shared table 6012, based on the evaluation data associated with each of the conversation IDs and section IDs received from the server 10.
  • ⁇ Basic computer hardware configuration> 16 is a block diagram showing a basic hardware configuration of a computer 90.
  • the computer 90 includes at least a processor 901, a main storage device 902, an auxiliary storage device 903, and a communication IF 991 (interface). These are electrically connected to each other by a communication bus 921.
  • the computer 90 can be used as the server 10, the first user terminal 20, the second user terminal 30, the external server 60, and the voice server (PBX) 50 in the system 1.
  • the program running on the processor 901 can include applications for implementing the functions of each device included in the system 1.
  • the processor 901 is hardware for executing a set of instructions written in a program.
  • the processor 901 is composed of an arithmetic unit, registers, peripheral circuits, etc.
  • the main memory device 902 is used to temporarily store programs and data processed by the programs.
  • it is a volatile memory such as a DRAM (Dynamic Random Access Memory).
  • the auxiliary storage device 903 is a storage device for saving data and programs.
  • it is a flash memory, a hard disk drive (HDD), a magneto-optical disk, a CD-ROM, a DVD-ROM, a semiconductor memory, etc.
  • the communication IF 991 is an interface for inputting and outputting signals for communicating with other computers via a network using a wired or wireless communication standard.
  • the network is composed of the Internet, a LAN, various mobile communication systems constructed by wireless base stations, etc.
  • the network includes 3G, 4G, 5G mobile communication systems, LTE (Long Term Evolution), wireless networks that can connect to the Internet through a predetermined access point (e.g., Wi-Fi (registered trademark)), etc.
  • communication protocols include, for example, Z-Wave (registered trademark), ZigBee (registered trademark), Bluetooth (registered trademark), etc.
  • the network also includes a network directly connected by a USB (Universal Serial Bus) cable, etc.
  • computers 90 can be virtually realized by distributing all or part of each hardware configuration across multiple computers 90 and connecting them together via a network.
  • the concept of computer 90 includes not only a computer 90 housed in a single housing or case, but also a virtualized computer system.
  • the computer includes at least the functional units of a control unit, a storage unit, and a communication unit.
  • the functional units of the computer 90 can also be realized by distributing all or part of each functional unit across multiple computers 90 that are connected to each other via a network.
  • the concept of computer 90 includes not only a single computer 90 but also a virtualized computer system.
  • the control unit is realized by the processor 901 reading out various programs stored in the auxiliary storage device 903, expanding them in the main storage device 902, and executing processing in accordance with the programs.
  • the control unit can realize functional units that perform various information processing depending on the type of program.
  • the computer is realized as an information processing device that performs information processing.
  • the storage unit is realized by a main storage device 902 and an auxiliary storage device 903.
  • the storage unit stores data, various programs, and various databases.
  • the processor 901 can secure a storage area corresponding to the storage unit in the main storage device 902 or the auxiliary storage device 903 in accordance with a program.
  • the control unit can cause the processor 901 to execute processes for adding, updating, and deleting data stored in the storage unit in accordance with various programs.
  • the term database refers to a relational database, which is used to manage sets of data called masters and tables in a tabular format structurally defined by rows and columns, by associating them with each other.
  • a table is called a table or master
  • a column in a table is called a column
  • a row in a table is called a record.
  • relationships between tables and masters can be set and associated.
  • a column that serves as a primary key for uniquely identifying a record is set in each table and each master, but setting a primary key to a column is not essential.
  • the control unit can cause the processor 901 to add, delete, or update records in a specific table or master stored in the storage unit according to various programs. Furthermore, by storing data, various programs, and various databases in the storage unit, it can be considered that the information processing device and information processing system according to the present disclosure have been manufactured.
  • the communication unit is realized by the communication IF 991.
  • the communication unit realizes the function of communicating with other computers 90 via a network.
  • the communication unit can receive information transmitted from other computers 90 and input it to the control unit.
  • the control unit can cause the processor 901 to execute information processing on the received information in accordance with various programs.
  • the communication unit can transmit information output from the control unit to other computers 90.
  • Appendix 1 A program capable of causing a computer having a processor and a memory unit to provide a specified information service regarding a dialogue between multiple users, wherein the processor executes an audio storage step of storing dialogue voice data regarding the dialogue, an evaluation reception step (S104) of receiving evaluation information regarding an evaluation of the dialogue voice data stored in the storage step in response to an input operation by a first user, and an information transmission step (S106) of associating dialogue voice identification information for identifying the dialogue voice data stored in the storage step with the evaluation information received in the evaluation reception step and transmitting the associated information to an external service other than the specified information service.
  • the evaluation receiving step (S104) is a step of receiving evaluation information including at least one of rating information in which the first user evaluates the interactive voice data as to whether it is good or bad, comment information on the interactive voice data, reaction information indicating an intention regarding the interactive voice data, and share information indicating an intention to share the interactive voice data with other users, in the program described in Appendix 1 or 2. This allows users to evaluate conversations between multiple users in various types of evaluation formats, such as ratings, comments, and reactions.
  • Appendix 4 A program described in any one of appendices 1 to 3, wherein the information sending step (S106) is a step of associating the text information contained in the interactive voice data stored in the storage step with the evaluation information received in the evaluation receiving step and sending it to an external service. This allows other users to use an external service to refer to the evaluation information assigned to the dialogue as well as text information that is a transcription of the dialogue voice data to which the evaluation information has been assigned.
  • Appendix 7 The program described in Appendix 6, wherein the information sending step (S106) is a step of associating the name, title, or information regarding the group to which the speaker belongs in the dialogue with the evaluation information received in the evaluation receiving step and sending it to an external service. This allows other users to use external services to check the evaluation information assigned to the conversation, as well as the name, title, company, department, and other group of the speakers in the conversation to which the evaluation information was assigned.
  • the information sending step (S106) is a step of associating speaker information about speakers who belong to a different group than the first user in the dialogue with the evaluation information received in the evaluation receiving step and sending it to an external service, without including speaker information about speakers who belong to the same group as the first user in the dialogue. This allows a user to check only the information of the other speaker in a conversation to which evaluation information has been assigned, excluding speakers who belong to the same group as the user. Since a user is usually interested in the other speaker in a conversation, the user can omit speakers who belong to the same group as the user, thereby saving on the amount of information.
  • Appendix 9 A program described in any one of Appendices 1 to 8, which executes a voice extraction step in which the processor extracts multiple section voice data by dividing the interactive voice data into multiple speech sections based on the interactive voice data stored in the storage step, wherein the evaluation receiving step (S104) is a step of receiving evaluation information for a predetermined one or more section voice data among the plurality of section voice data extracted in the voice extraction step in response to an input operation by the first user, and the information transmitting step is an information transmitting step (S106) of associating section identification information for identifying the predetermined one or more section voice data with the evaluation information received in the evaluation receiving step and transmitting it to an external service other than the predetermined information service.
  • the evaluation receiving step (S104) is a step of receiving evaluation information for a predetermined one or more section voice data among the plurality of section voice data extracted in the voice extraction step in response to an input operation by the first user
  • the information transmitting step is an information transmitting step (S106) of associating section identification information for
  • Appendix 10 The program described in Appendix 9, wherein the processor executes a screen presentation step (S101) of presenting to the first user an evaluation screen capable of accepting evaluation information from the first user for each of the multiple section audio data extracted in the audio extraction step, and an information transmission step (S106) is a step of associating section identification information for identifying a specific one or more section audio data with the evaluation information accepted in the evaluation acceptance step in response to an input operation by the first user on the evaluation screen presented in the screen presentation step, and transmitting the information to an external service. This allows the user to perform an input operation on the presented screen to evaluate each speech section.
  • Appendix 11 A program described in any one of appendices 1 to 10, in which a processor executes an evaluation receiving step (S114) in which a processor receives, from an external service, predetermined interactive voice identification information for identifying predetermined interactive voice data and predetermined evaluation information regarding an evaluation of the predetermined interactive voice data, and an evaluation storage step (S115) in which the predetermined evaluation information received in the evaluation receiving step is stored in association with the predetermined interactive voice data identified based on the predetermined interactive voice identification information.
  • This allows the user to receive an evaluation of the dialogue voice data performed in the external service, and to assign evaluation information based on the evaluation to the dialogue voice data and store it. The user can evaluate the dialogue voice data in the external service.
  • Appendix 12 A program as described in Appendix 9 or 10, in which a processor executes an evaluation receiving step (S114) in which the processor receives, from an external service, predetermined section identification information for identifying a predetermined speech section and predetermined evaluation information regarding an evaluation of the predetermined speech section, and an evaluation storage step (S115) in which the processor stores the predetermined evaluation information received in the evaluation receiving step in association with a predetermined speech section identified based on the predetermined section identification information.
  • This allows the user to receive an evaluation of a portion of the speech section contained in the dialogue voice data generated by the external service, rather than the entirety of the dialogue voice data, and to assign and store evaluation information based on the evaluation to the speech section. The user can evaluate the speech section in the external service.
  • a program capable of causing a computer having a processor and a memory unit to provide a specified information service regarding a dialogue between multiple users, the program executing a storage step in which the processor stores dialogue voice data regarding the dialogue, an evaluation receiving step (S114) in which the processor receives dialogue voice identification information for identifying dialogue voice data and evaluation information regarding an evaluation of the dialogue voice data from an external service other than the specified information service, and an evaluation storage step (S115) in which the evaluation information received in the evaluation receiving step is stored in association with the dialogue voice data identified based on the dialogue voice identification information.
  • This allows the user to receive an evaluation of the dialogue voice data performed in the external service, and to assign evaluation information based on the evaluation to the dialogue voice data and store it. The user can evaluate the dialogue voice data in the external service.
  • Appendix 14 The program described in Appendix 13, wherein the processor executes a voice extraction step in which, based on the interactive voice data stored in the storage step, the processor extracts multiple section voice data by dividing the interactive voice data into multiple speech sections;
  • the evaluation receiving step (S114) is a step in which the processor receives section identification information for identifying one or more speech sections and evaluation information regarding the evaluation of the one or more speech sections from an external service;
  • the evaluation storage step (S115) is a step in which the evaluation information received in the evaluation receiving step is stored in association with one or more speech sections identified based on the one or more section identification information.
  • the user can evaluate the speech section in the external service.
  • An information processing device comprising a processor and a storage unit, wherein the processor executes a program according to any one of claims 1 to 14. This allows a subjective evaluation of a dialogue between multiple users by a specific user, such as support, opposition, neutrality, etc., to be stored in an external service in association with information identifying the dialogue. Other users can use the external service to refer to the evaluation information assigned to the dialogue.
  • Appendix 16 A method for manufacturing an information processing system including an information processing device having a processor and a storage unit, wherein the processor executes a program according to any one of appendices 1 to 14. This allows a subjective evaluation of a dialogue between multiple users by a specific user, such as support, opposition, neutrality, etc., to be stored in an external service in association with information identifying the dialogue. Other users can use the external service to refer to the evaluation information assigned to the dialogue.
  • Appendix 17 An information processing method executed by a computer having a processor and a memory unit, the computer executing a program according to any one of appendices 1 to 14. This allows a subjective evaluation of a dialogue between multiple users by a specific user, such as support, opposition, neutrality, etc., to be stored in an external service in association with information identifying the dialogue. Other users can use the external service to refer to the evaluation information assigned to the dialogue.

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