U.S. patent application number 15/268163 was filed with the patent office on 2017-03-30 for information provision system, information provision method, and storage medium.
The applicant listed for this patent is Universal Entertainment Corporation. Invention is credited to Takuo HENMI, Shigefumi IINUMA, Takaaki OKADE.
Application Number | 20170091846 15/268163 |
Document ID | / |
Family ID | 58406452 |
Filed Date | 2017-03-30 |
United States Patent
Application |
20170091846 |
Kind Code |
A1 |
HENMI; Takuo ; et
al. |
March 30, 2017 |
INFORMATION PROVISION SYSTEM, INFORMATION PROVISION METHOD, AND
STORAGE MEDIUM
Abstract
Provided is an information provision system which determines
preference of a user based on a dialogue with the user utilizing an
Internet shopping site and determines a recommended commodity based
on the determined preference. An information provision server in an
information provision system receives utterance (input) by a user
utilizing an Internet shopping site via a user terminal and
provides a response thereto onto the user terminal, thereby
performing control so as to have a conversation with the user.
Further, based on the input by the user and user attributes, the
information provision server determines a user type of the user and
when a recommended commodity is presented to the user, determines
the recommended commodity from among commodities purchased by other
user whose user type is the same as the user type of the user.
Inventors: |
HENMI; Takuo; (Tokyo,
JP) ; IINUMA; Shigefumi; (Tokyo, JP) ; OKADE;
Takaaki; (Tokyo, JP) |
|
Applicant: |
Name |
City |
State |
Country |
Type |
Universal Entertainment Corporation |
Tokyo |
|
JP |
|
|
Family ID: |
58406452 |
Appl. No.: |
15/268163 |
Filed: |
September 16, 2016 |
Current U.S.
Class: |
1/1 |
Current CPC
Class: |
G06Q 30/0625 20130101;
G06F 16/9535 20190101; G06Q 30/016 20130101 |
International
Class: |
G06Q 30/06 20060101
G06Q030/06; G06Q 30/00 20060101 G06Q030/00; G06F 17/30 20060101
G06F017/30 |
Foreign Application Data
Date |
Code |
Application Number |
Sep 25, 2015 |
JP |
2015-188769 |
Claims
1. An information provision system comprising: an input reception
device for receiving an input by a user from a user terminal
operated by the user; a response determination device for
determining contents of a response to be outputted to the user
terminal in response to the input; and a user type determination
device for determining a user type of the user by using words
obtained based on the input, the response determination device
determining a commodity or a service to be presented to the user
based on the determined user type of the user, the response
determination device controlling information pertinent to the
determined commodity or service so as to be included in the
contents of the response.
2. The information provision system according to claim 1, wherein
based on the determined user type of the user and a category
selected by the user on the user terminal, the response
determination device determines the commodity or the service to be
presented to the user.
3. The information provision system according to claim 1, wherein
based on purchase information related to a user whose user type is
the same as or similar to the determined user type of the user, the
response determination device determines the commodity or the
service to be presented to the user.
4. The information provision system according to claim 1, wherein
based on the words obtained based on the input and attributes of
the user, the user type determination device determines the user
type of the user.
5. The information provision system according to claim 1, wherein
in accordance with the words received over time, the user type
determination device updates the user type of the user.
6. An information provision method implemented on an information
provision server in an information provision system, the method
comprising: an input reception step of receiving an input by a user
from a user terminal operated by the user; a response determination
step of determining contents of a response to be outputted to the
user terminal in response to the input; and a user type
determination step of determining a user type of the user by using
words obtained based on the input, wherein at the response
determination step, based on the determined user type of the user,
the commodity or the service to be presented to the user is
determined, and information pertinent to the determined commodity
or service is controlled so as to be included in the contents of
the response.
7. A non-transitory computer-readable storage medium having stored
therein a program for causing a computer to function as: an input
reception device for receiving an input by a user from a user
terminal operated by the user; a response determination device for
determining contents of a response to be outputted to the user
terminal in response to the input; and a user type determination
device for determining a user type of the user by using words
obtained based on the input, the response determination device
determining a commodity or a service to be presented to the user
based on the determined user type of the user, the response
determination device controlling information pertinent to the
determined commodity or service so as to be included in the
contents of the response.
Description
CROSS-REFERENCE TO RELATED APPLICATION
[0001] This application claims the benefit of Japanese Patent
Application No. 2015-188769, filed on Sep. 25, 2015, which
application is incorporated herein by reference in its
entirety.
FIELD OF THE INVENTION
[0002] The present invention relates to an information provision
system which provides information in response to a user input.
BACKGROUND OF THE INVENTION
[0003] In recent years, vigorous studies on a system which is
operable to search an optimum solution to a question from a user
and to respond thereto have been carried out. Further, in
connection with the development of the above-mentioned system,
studies on a natural language processing technology and an
artificial intelligence technology for analyzing a syntax and
meaning of a question inputted from a user and for searching a
solution to the question have also been in progress.
[0004] For example, a question answering system which is operable
to output answer candidates evaluated as optimum ones in response
to a question has been proposed (refer to U.S. Patent Application
Publication No. 2015/0026106). This question answering system is
configured such that answer candidates to a question are searched;
with respect to each combination of each of the answer candidates
and the question, a score indicating a degree of each of the answer
candidates being a correct answer to said question is calculated by
using a learning function; and based on the calculated score, an
answer candidate which is most likely to be a correct answer to the
question is outputted.
[0005] In addition, a request content identification system which
is operable to analyze an input sentence obtained by describing a
request from a user in a natural language; to determine whether the
request content of said input sentence corresponds to the request
content previously defined; and to thereby identify and output the
request content of the input sentence has been disclosed (refer to
U.S. Patent Application Publication No. 2009/0099840).
[0006] On the other hand, on the existing Internet shopping sites,
on each of which a user purchases commodities and the like via the
Internet, a recommendation function with which when a user selects
a desired commodity by a name or a category of a commodity,
commodities which other user having purchased the selected
commodity has purchased concurrently with purchasing the selected
commodity and commodities which this other user has so far
purchased are presented as "recommended commodities" has been
provided.
[0007] However, although on the above-described existing Internet
shopping sites, by using the recommendation function, the
commodities purchased by other user can be presented as the
recommended commodities to a utilizing user, in the relationship
between the utilizing user and other user, only the point that the
utilizing user and other user have purchased the common commodity
(or the utilizing user and other user have examined purchasing of
the common commodity) is shared by the utilizing user and other
user, no information based on actual preference or attributes of
the utilizing user is available, and any information related to
optimum commodities based on preference of a utilizing user cannot
be presented.
[0008] In addition, on the above-described existing Internet
shopping sites, a function with which even in a case where a
utilizing user inputs ambiguous search words, inference based on
the search words is conducted, and commodities which are
appropriate for the utilizing user are presented is not available.
In addition, a function with which through a dialogue with a
utilizing user, words for determining preference of the utilizing
user are drawn out or a side of an Internet shopping site actively
induces a utilizing user to purchase a specific commodity has also
not been provided.
[0009] In the above-described question answering system disclosed
in U.S. Patent Application Publication No. 2015/0026106 and the
request content identification system disclosed in U.S. Patent
Application Publication No. 2009/0099840, in response to a user's
input, answer candidates can be presented. However, the mere
combination of these systems and the system of the existing
Internet shopping sites does not allow preference and the like of a
utilizing user to be grasped through a dialogue with said utilizing
user doing Internet shopping. As a result, a function to present
appropriate recommended commodities to said utilizing user cannot
be realized.
[0010] Therefore, an object of the present invention is to provide
an information provision system which is operable to determine
preference of a utilizing user through a dialogue with the user
shopping on an Internet shopping site and based on the determined
preference, to determine a recommended commodity.
BRIEF SUMMARY OF THE INVENTION
[0011] The present invention provides an information provision
system, an information provision method, and a storage medium
described below.
[0012] A first aspect according to the present invention is an
information provision system (for example, an information provision
system 1) including:
[0013] an input reception device (for example, an input reception
part 201 in an information provision server 200 shown in FIG. 7)
for receiving an input (for example, character string data obtained
from a character string and voice inputted by a user 10 from a user
terminal 100) by a user from a user terminal (for example, the user
terminal 100) operated by the user (for example, the user 10);
[0014] a response determination device (for example, a response
determination part 203C included in a response control part 203 in
the information provision server 200 shown in FIG. 7) for
determining contents of a response (for example, a response
sentence and a sound effect output instruction transmitted from the
information provision server 200 to the user terminal 100) to be
outputted to the user terminal in response to the input; and
[0015] a user type determination device (for example, a
recommendation related data updating part 203B included in the
response control part 203 in the information provision server 200
shown in FIG. 7) for determining a user type of the user (for
example, user types A to X shown in FIG. 13) by using words (for
example, key words associated with picky-about items shown in FIG.
12) obtained based on the input,
[0016] the response determination device determining a commodity or
a service to be presented to the user based on the determined user
type of the user,
[0017] the response determination device controlling information
(for example, a commodity name, image data, detailed information (a
URL), and the like) pertinent to the determined commodity or
service so as to be included in the contents of the response (for
example, such that such information pertinent to the commodity,
included in the contents of the response, is displayed as a list of
recommended commodities in a commodity display part 126 shown in
FIG. 3).
[0018] By employing the above-described configuration of the
present invention, through a dialogue with a user utilizing an
Internet shopping site, preference of the user is determined and
based on the determined preference, recommended commodities to be
presented to the user are determined. Therefore, the preference of
the user is grasped in a specific and detailed manner and
commodities which are appropriate for the user are presented as the
recommended commodities.
[0019] In the first aspect, a second aspect according to the
present invention is configured such that based on the determined
user type of the user and a category (for example, a category
selected by the user on a screen of an Internet shopping site
displayed on the user terminal 100 and a category of the displayed
and selected commodity) selected by the user on the user terminal,
the response determination device determines the commodity or the
service to be presented to the user.
[0020] By employing the above-described configuration of the
present invention, in the form in which the category of the
commodity or the like in which the user utilizing the Internet
shopping site is currently interested is reflected, recommended
commodities are determined. Therefore, the preference of the user
and the category in which the user is currently interested are
grasped in a specific and detailed manner, and commodities which
are appropriate for the user are presented as the recommended
commodities.
[0021] In the first aspect, a third aspect according to the present
invention is configured such that based on purchase information
(for example, information pertinent to the purchase or the
reservation of a commodity or a service such as purchase results
grasped from purchase history data (including ranking or the like
related to purchased commodities in a predetermined period of
time), purchase examining commodities, and commodity browse
history) related to a user whose user type is the same as or
similar to the determined user type of the user (for example,
having predetermined communality with the user type of the user or
belonging to the same superordinate classification), the response
determination device determines the commodity or the service to be
presented to the user.
[0022] By employing the above-described configuration of the
present invention, based on the commodities purchased by other user
whose user type is the same as or similar to the user type of the
user utilizing the Internet shopping site, the recommended
commodities are determined. Therefore, the commodities or the like
purchased by other user having the preference in common with this
user are grasped in a specific and detailed manner, and commodities
which are appropriate for the user are presented as the recommended
commodities.
[0023] In the first aspect, a fourth aspect according to the
present invention is configured such that based on the words
obtained based on the input and attributes of the user (for
example, sex and age of the user), the user type determination
device determines the user type of the user.
[0024] By employing the above-described configuration of the
present invention, a user type of a user having the same attributes
as those of the user utilizing the Internet shopping site is set,
and based on commonality in such user attributes, recommended
commodities are determined. Therefore, the preference of the user
and the attributes of the user are grasped in a specific and
detailed manner, and commodities which are appropriate for the user
are presented as the recommended commodities.
[0025] In the first aspect, a fifth aspect according to the present
invention is configured such that in accordance with the words
received over time, the user type determination device updates the
user type of the user (for example, after the lapse of a
predetermined period of time, when predetermined words inputted by
the user are often extracted and the preference or the picky-about
items of the user seem to change to others, in addition to the
current user type (or instead of the current user type), a new user
type is set).
[0026] By employing the above-described configuration of the
present invention, when the preference of the user utilizing the
Internet shopping site has changed, based on the user type for
which the changed preference is reflected, recommended commodities
are determined. Therefore, in accordance with the change in the
preference of the user according to the lapse of time, said
preference is grasped in a specific and detailed manner, and
commodities which are appropriate for the user are presented as the
recommended commodities on an as needed basis.
[0027] A sixth aspect according to the present invention is an
information provision method implemented on an information
provision server in an information provision system, the method
including:
[0028] an input reception step of receiving an input by a user from
a user terminal operated by the user;
[0029] a response determination step of determining contents of a
response to be outputted to the user terminal in response to the
input; and
[0030] a user type determination step of determining a user type of
the user by using words obtained based on the input, wherein at the
response determination step, based on the determined user type of
the user, the commodity or the service to be presented to the user
is determined, and information pertinent to the determined
commodity or service is controlled so as to be included in the
contents of the response.
[0031] By employing the above-described configuration of the
present invention, through a dialogue with a user utilizing an
Internet shopping site, preference of the user is determined and
based on the determined preference, recommended commodities to be
presented to the user are determined. Therefore, the preference of
the user is grasped in a specific and detailed manner and
commodities which are appropriate for the user are presented as the
recommended commodities.
[0032] A seventh aspect according to the present invention is a
non-transitory computer-readable storage medium having stored
therein a program for causing a computer to function as:
[0033] an input reception device for receiving an input by a user
from a user terminal operated by the user;
[0034] a response determination device for determining contents of
a response to be outputted to the user terminal in response to the
input; and
[0035] a user type determination device for determining a user type
of the user by using words obtained based on the input,
[0036] the response determination device determining a commodity or
a service to be presented to the user based on the determined user
type of the user, the response determination device controlling
information pertinent to the determined commodity or service so as
to be included in the contents of the response.
[0037] By employing the above-described configuration of the
present invention, through a dialogue with a user utilizing an
Internet shopping site, preference of the user is determined and
based on the determined preference, recommended commodities to be
presented to the user are determined. Therefore, the preference of
the user is grasped in a specific and detailed manner and
commodities which are appropriate for the user are presented as the
recommended commodities.
[0038] By the information provision system according to the present
invention, through a dialogue with a user utilizing an Internet
shopping site, preference of the user is determined, and based on
said determined preference, recommended commodities are determined.
Therefore, the preference of the user is grasped in a specific and
detailed manner, and commodities matching such preference are
presented as recommended commodities. In addition, the commodities
matching such preference are presented as the recommended
commodities, thereby allowing various advantages in Internet shops,
such as enhancing of sales per customer (including promotion of
up-selling and cross-selling), boosting of profitability, and an
increase in repeat users, to be expected.
BRIEF DESCRIPTION OF THE DRAWINGS
[0039] FIG. 1 is a diagram illustrating an outline of an
information provision system according to one embodiment of the
present invention;
[0040] FIG. 2 is a diagram exemplifying a top screen of an Internet
shopping site, according to the one embodiment of the present
invention;
[0041] FIG. 3 is a diagram exemplifying a conversation screen on
the Internet shopping site, according to the one embodiment of the
present invention;
[0042] FIG. 4 is a diagram exemplifying a recommendation history
display screen on the Internet shopping site, according to the one
embodiment of the present invention;
[0043] FIG. 5 is a diagram exemplifying a conversation history
display screen on the Internet shopping site, according to the one
embodiment of the present invention;
[0044] FIG. 6 is a functional block diagram showing a user terminal
in the information provision system according to the one embodiment
of the present invention;
[0045] FIG. 7 is a functional block diagram showing an information
provision server in the information provision system according to
the one embodiment of the present invention;
[0046] FIG. 8 is a diagram for explaining in details functions of
one part of the information provision server in the information
provision system according to the one embodiment of the present
invention;
[0047] FIG. 9 is a diagram showing an example of member information
data in the information provision system according to the one
embodiment of the present invention;
[0048] FIG. 10 is a diagram showing an example of commodity data in
the information provision system according to the one embodiment of
the present invention;
[0049] FIG. 11 is a diagram conceptually showing a method of
determining recommended commodities in the information provision
system according to the one embodiment of the present
invention;
[0050] FIG. 12 is a diagram showing an example of a key word and
picky-about item correspondence table in a first pattern of user
type management in the information provision system according to
the one embodiment of the present invention;
[0051] FIG. 13 is a diagram showing an example of a user type
correspondence table in the first pattern of the user type
management in the information provision system according to the one
embodiment of the present invention;
[0052] FIG. 14 is a diagram conceptually showing a method of
determining a user type in the first pattern of the user type
management in the information provision system according to the one
embodiment of the present invention;
[0053] FIG. 15 is a flowchart for explaining a processing procedure
for determining a user type in the first pattern of the user type
management in the information provision system according to the one
embodiment of the present invention;
[0054] FIG. 16 is a diagram conceptually showing a method of
determining recommended commodities in the first pattern of the
user type management in the information provision system according
to the one embodiment of the present invention;
[0055] FIG. 17 is a flowchart for explaining a processing procedure
for determining recommended commodities in the first pattern of the
user type management in the information provision system according
to the one embodiment of the present invention;
[0056] FIG. 18 is a diagram showing an example of basic user types
in a second pattern of the user type management in the information
provision system according to the one embodiment of the present
invention;
[0057] FIG. 19 is a diagram showing an example of applying a user
to one of basic user types in the second pattern of the user type
management in the information provision system according to the one
embodiment of the present invention;
[0058] FIG. 20 is a diagram conceptually showing a method of
determining a user type in the second pattern of the user type
management in the information provision system according to the one
embodiment of the present invention;
[0059] FIG. 21 is a diagram showing an example of basic user types
in a third pattern of the user type management in the information
provision system according to the one embodiment of the present
invention;
[0060] FIG. 22 is a diagram showing an example of distribution of
user types in the third pattern of the user type management in the
information provision system according to the one embodiment of the
present invention;
[0061] FIG. 23 is a diagram conceptually showing a method of
determining a user type in the third pattern of the user type
management in the information provision system according to the one
embodiment of the present invention;
[0062] FIG. 24 is a diagram exemplifying a situation in which a
user and a concierge have a conversation on a conversation screen
in the information provision system according to the one embodiment
of the present invention;
[0063] FIG. 25 is a diagram exemplifying a situation in which a
user and the concierge have a conversation on a conversation screen
in the information provision system according to the one embodiment
of the present invention;
[0064] FIG. 26 is a diagram exemplifying a situation in which a
user and the concierge have a conversation on a conversation screen
in the information provision system according to the one embodiment
of the present invention;
[0065] FIG. 27 is a diagram exemplifying a situation in which a
user and the concierge have a conversation on a conversation screen
in the information provision system according to the one embodiment
of the present invention;
[0066] FIG. 28 is a diagram exemplifying a top screen of an
Internet shopping site in the information provision system
according to the one embodiment of the present invention;
[0067] FIG. 29 is a diagram exemplifying a situation in which a
user and a concierge have a conversation on a conversation screen
in the information provision system according to the one embodiment
of the present invention;
[0068] FIG. 30 is a diagram exemplifying the situation in which the
user and the concierge have the conversation on the conversation
screen in the information provision system according to the one
embodiment of the present invention;
[0069] FIG. 31 is a diagram exemplifying the situation in which the
user and the concierge have the conversation on the conversation
screen in the information provision system according to the one
embodiment of the present invention;
[0070] FIG. 32 is a diagram exemplifying the situation in which the
user and the concierge have the conversation on the conversation
screen in the information provision system according to the one
embodiment of the present invention;
[0071] FIG. 33 is a diagram exemplifying the situation in which the
user and the concierge have the conversation on the conversation
screen in the information provision system according to the one
embodiment of the present invention;
[0072] FIG. 34 is a diagram exemplifying the situation in which the
user and the concierge have the conversation on the conversation
screen in the information provision system according to the one
embodiment of the present invention;
[0073] FIG. 35 is a diagram exemplifying the situation in which the
user and the concierge have the conversation on the conversation
screen in the information provision system according to the one
embodiment of the present invention;
[0074] FIG. 36 is a flowchart showing a typical pattern of a user
serving processing procedure in the information provision system
according to the one embodiment of the present invention;
[0075] FIG. 37 is a diagram for explaining how to determine
recommendation timing at which a recommended commodity is displayed
and how to conduct recommendation in the information provision
system according to the one embodiment of the present invention;
and
[0076] FIG. 38 is a diagram showing an example of a hardware
configuration of a computer constituting the information provision
server included in the information provision system according to
the present invention.
DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENT
[0077] Hereinafter, an information provision system 1 according to
one embodiment of the present invention will be described with
reference to the accompanying drawings.
[0078] FIG. 1 is a diagram illustrating an outline of a system
including the information provision system 1 which responds to an
input, thereby providing customer service and sales on an Internet
shop.
[0079] A user 10 inputs a character string into an input area of a
predetermined WEB page displayed by a WEB browser which is executed
on a user terminal 100 (refer to an upper portion in FIG. 1) (for
example, by using a keyboard or a touch panel of the user terminal
100). Here, the character string inputted by the user 10 is in the
form of a text (input sentence) in general; includes, for example,
questions and the like related to products of a company providing a
WEB site having the above-mentioned WEB page; and is represented by
a natural language. Hereinafter, for the sake of convenience, an
input from a user is referred to as an "input sentence". However,
it is not required for the input from a user to be in the form of
the text, and the input sentence means a variety of input character
strings which include words and a part of a sentence.
[0080] In addition, here, the predetermined WEB page displayed by
the WEB browser is, for example, a WEB page (site) of the so-called
Internet shopping in which commodities are sold on the Internet.
The user 10 causes the user terminal 100 to display information
pertinent to detailed information and a purchasing procedure of a
commodity as a response from the information provision system 1
according to the present embodiment and confirms the displayed
information, thereby performing a conversation related to the
commodity and the purchasing procedure.
[0081] It is to be noted that although in the present embodiment,
the site of the Internet shopping on which the commodities are sold
is described as an example, various sites on which convenience is
provided for a user, such as sites of the Internet shopping on
which services are provided and reservation or the like is made,
are included as targets of the present invention.
[0082] The character string inputted by the user is provided via a
network 300 to the information provision system 1 by the WEB
browser of the user terminal 100. Here, the network 300 is, for
example, a network including the Internet.
[0083] Upon receiving a character string from the user terminal
100, the information provision system 1 determines a character
string (a response sentence in general) and a commodity (group) as
a response corresponding to the character string and transmits this
response via the network 300 to the user terminal 100. As described
above, when the user 10 has input a character string in the input
area of the WEB page, the response (character string) and
information or the like related to a commodity corresponding
thereto are displayed in an output area of the WEB page. For
example, when the user 10 has input a question related to a
commodity in the input area of the WEB page, an answer to the
question is displayed in an response display area of the WEB page,
and in some case, information or the like related to the commodity
is displayed in an commodity display area.
[0084] The information provision system 1 is configured to include
an information provision server 200. The information provision
server 200 is provided with an information provision management DB
(database) 250 including member information data and commodity
data. The information provision server 200 determines a character
string having contents which are appropriate as a response
corresponding to the input received from the user terminal 100
based on data stored in the information provision management DB 250
and transmits response data to the user terminal 100 to cause the
character string of said response to be displayed in the response
display area (a response display area of a WEB page displayed by
the WEB browser executed on the user terminal 100).
[0085] In addition, in response to the input received from the user
terminal 100, the information provision server 200 determines
information related to a recommended commodity by using this
information provision management DB 250 and transmits response data
to the user terminal 100 to cause the information related to the
commodity (group) to be displayed in the commodity display area (a
commodity display area of a WEB page displayed by the WEB browser
executed on the user terminal 100).
[0086] Functions of the information provision server 200 and
contents of the information provision management DB 250 will be
described later in details.
[0087] Here, when the information provision system 1 is provided as
a system which can be used by unspecified users, as the user 10,
general users who ask questions to companies and organizations
(related to commodities, services, and the like thereof) which
provide WEB sites are supposed, and the user terminal 100 is a PC
(personal computer) or the like in general which can be connected
to the Internet or the like and the user 10 has.
[0088] In FIG. 1, the configuration is arranged such that the user
10 inputs a character string in the input area of the WEB site by
using a keyboard or the like, thereby providing the information
provision system 1 with a question and the like. However, any
method or any route may be employed to input a character string to
the information provision system 1. For example, when the user 10
issues a question by voice, this voice is subjected to voice
recognition processing to be converted to a character string, and
said converted character string can be provided for the information
provision system 1. In addition, a printed question or the like is
converted to a character string by using OCR (Optical Character
Recognition), and said converted character string can also be
provided for the information provision system 1.
[0089] It is to be noted that the information provision server 200
according to the present embodiment also has a function of a WEB
server which is operable to perform data transmission and reception
by a WEB browser executed on the user terminal 100 and a protocol
such as HTTP and to cause said WEB browser to display a
predetermined WEB page.
[0090] In addition, although the information provision server 200
is shown as one computer here, the information provision server 200
can also be configured as a plurality of computers, thereby
allowing the same function to be shared and executed by the
plurality of computers. In addition, the information provision
management DB 250 can also be configured such that the data stored
therein is divided into various units to be shared by a plurality
of sites and computers.
[0091] Further, in the present embodiment, a plurality of
information provision servers 200 can be arranged, and each of the
information provision servers 200 is associated with one Internet
shopping site or one site of a company providing commodities or the
like. One Internet shopping site can also be subdivided to be
realized by the plurality of information provision servers 200.
Conversely, functions of a plurality of Internet shopping sites can
also be realized by one information provision server 200.
[0092] FIG. 2 is a diagram exemplifying a top screen 110 of an
Internet shopping site. The user 10 activates a WEB browser on the
user terminal 100, inputs a URL of the Internet shopping site there
(selects the URL thereof from bookmarks, directly inputs the URL,
and so forth), and displays the top screen 110 shown in FIG. 2 on a
display of the user terminal 100.
[0093] On the top screen 110, a top screen display part 111 is
arranged, and in an upper portion therein, a title is displayed and
on a left side, a list of categories is displayed. The user 10
browses a variety of pieces of information displayed on this top
screen display part 111 and clicks a linked text or image by using
a mouse or the like, thereby causing information of a commodity to
be displayed in a further detailed manner or conducting the
procedure of purchasing a desired commodity. In addition, on a
right side in the top screen display part 111, a concierge image
112 provided by the information provision system 1 according to the
present embodiment is shown. The user 10 clicks this concierge
image 112 by using the mouse or the like to select the concierge
image 112, whereby the user 10 can have a conversation (the
information provision system 1 responds to an input from the user
10) with the information provision system 1 with respect to the
purchase of a commodity and the like.
[0094] In the information provision system 1 according to the
present embodiment, the concierge image 112 represents a concierge
(a guide or an agent) who provides the user 10 with a variety of
pieces of information (by using artificial intelligence or the
like).
[0095] FIG. 3 is a diagram illustrating a conversation screen 120
displayed by the WEB browser on the user terminal 100 after the
user 10 has selected the concierge image 112 in the top screen
display part 111 shown in FIG. 2. Although upon selecting the
concierge image 112, a login window for inputting a user ID and a
password is displayed, here, the login window is omitted.
[0096] On the conversation screen 120 shown in FIG. 3, in an upper
portion, a conversation display part 121 is arranged, and on a
right side in the upper portion, a concierge image 122 is
displayed. Below the conversation display part 121, an input part
124 in which a character string typed by the user 10 is inputted is
arranged, and on a right side thereof, a "Speak" button 125 which
functions as a transmission button for transmitting the character
string inputted by the user 10 to the information provision system
1 is arranged.
[0097] Further, below the input part 124, a commodity display part
126 in which a list of commodities recommended by the information
provision system 1 to the user 10 is displayed is arranged. In this
example, in a commodity icon 126A, an image of a commodity S1 is
shown, and therebelow, an "Add to Cart" button with which a
commodity is put into a cart (a shopping basket temporarily used
for purchasing) is displayed. In addition, in a commodity icon
126B, an image of a commodity S2 is shown, and therebelow, an "Add
to Cart" button with which a commodity is put into a cart is
displayed; in a commodity icon 126C, an image of a commodity S3 is
shown, and therebelow, an "Add to Cart" button with which a
commodity is put into a cart is displayed; and in a commodity icon
126D, an image of a commodity S4 is shown, and therebelow, an "Add
to Cart" button with which a commodity is put into a cart is
displayed.
[0098] Upon clicking the commodity icon such as the commodity icon
126A by the mouse or the like, detailed information of the
corresponding commodity is displayed.
[0099] In the lowermost portion of the conversation screen 120, a
button display part 128 is arranged, and in the button display part
128, a recommendation history button 128A, a conversation history
button 128B, a HELP button 128C, and a Thanks button 128D are
displayed. Here, the recommendation history button 128A is a button
for displaying a recommendation history display screen (refer to
FIG. 4); the conversation history button 128B is a button for
displaying a conversation history display screen (refer to FIG. 5);
the HELP button 128C is a button for displaying a HELP screen (not
shown) related to the information provision system 1; and the
Thanks button 128D is a button clicked when the user 10 appreciates
or evaluates a response from the information provision system 1. A
number of times at which the Thanks button 128D is clicked is used
to determine a degree of satisfaction of the user 10.
[0100] FIG. 4 is a diagram illustrating a recommendation history
display screen 130 displayed by the WEB browser on the user
terminal 100 when on the conversation screen 120 shown in FIG. 3,
the recommendation history button 128A is selected by the user
10.
[0101] On the recommendation history display screen 130 shown in
FIG. 4, a recommendation history display part 131 in which a list
of commodities so far recommended as responses by the information
provision system 1 to the user 10 is displayed is arranged, and on
a right side thereof, a concierge image 132 is displayed. It is to
be noted that in this example, the most recent 100 commodities so
far recommended are displayed, and other commodities other than
those shown therein can be displayed by using a scroll bar
displayed on a right side in the recommendation history display
part 131.
[0102] In the lowermost portion of the recommendation history
display screen 130, as with the conversation screen 120, a button
display part 133 is arranged, and in the button display part 133, a
"Speak with a concierge" button 133A, a conversation history button
133B, and a HELP button 133C are displayed. Here, the "Speak with a
concierge" button 133A is a button to shift to a mode in which a
conversation with the concierge is made; and the conversation
history button 133B and the HELP button 133C are the same as the
conversation history button 128B and the HELP button 128C of the
conversation screen 120 shown in FIG. 3, respectively.
[0103] FIG. 5 is a diagram illustrating a conversation history
display screen 140 displayed by the WEB browser on the user
terminal 100 when on each of the conversation screen 120 shown in
FIG. 3 and the recommendation history display screen 130 shown in
FIG. 4, each of the conversation history buttons (128B and 133B) is
selected by the user 10.
[0104] On the conversation history display screen 140 shown in FIG.
5, a conversation history display part 141 in which contents of
responses so far displayed to the user 10 as responses from the
information provision system 1 and contents inputted by the user 10
(contents shown in the conversation display part 121 of the
conversation screen 120 shown in FIG. 2) are displayed as the
history is arranged, and on a right side thereof, a concierge image
142 is displayed. It is to be noted that in this example, all of
the history of the conversation can be displayed, and contents not
displayed in the conversation history display part 141 can be
browsed by using a scroll bar displayed on a right side in the
conversation history display part 141.
[0105] In the lowermost portion of the conversation history display
screen 140, as with the conversation screen 120 and the
recommendation history display screen 130, a button display part
143 is arranged, and in the button display part 143, a "Speak with
a concierge" button 143A, a recommendation history button 143B, and
a HELP button 143C are displayed. The respective buttons are the
same as those described with respect to the conversation screen 120
and the recommendation history display screen 130.
[0106] Next, with reference to FIG. 6, a configuration of the user
terminal 100 will be described. FIG. 6 is a functional block
diagram showing the user terminal 100.
[0107] The user terminal 100 shown in FIG. 6 includes an input
control part 101, a WEB browser 102, and a network I/F (interface)
part 103.
[0108] When the user 10 has operated an input device such as a
mouse, a keyboard, and a touch panel connected to the user terminal
100, the input control part 101 receives a signal generated by said
operation as input information. The WEB browser 102 displays a
specified WEB page and causes the input information received by the
input control part 101 to be displayed in an input area of the WEB
page. In addition, in response to the operation by the user 10 (for
example, clicking or the like of the "Speak" button 125 functioning
as the transmission button), an HTTP request is transmitted via the
network I/F part 103 to the information provision system 1
functioning as a WEB server.
[0109] Further, upon receiving HTML data or the like including
response data via the network I/F part 103 from the information
provision server 200 or the like of the information provision
system 1, based on the data, a WEB page is displayed (a display of
the WEB browser is updated).
[0110] The network I/F part 103 is connected to the network 300 and
controls data transmission and reception to and from the
information provision server 200 or the like of the information
provision system 1.
[0111] FIG. 7 is a functional block diagram showing the information
provision server 200 in the information provision system 1.
[0112] The information provision server 200 shown in FIG. 7
includes an input reception part 201, an input analysis part 202, a
response control part 203, a commodity purchase control part 204, a
recommendation history and conversation history management part
205, a WEB access control part 206, and a network I/F (interface)
part 207.
[0113] The response control part 203 further includes an input
evaluation part 203A, a recommendation related data updating part
203B, and a response determination part 203C.
[0114] In addition, the information provision server 200 is
provided with an information provision management DB 250. The
information provision management DB 250 includes dictionary data
251, member information data 261, commodity data 262, user type
determination data 263, preferred commodity data 264,
recommendation history data 271, purchase history data 272,
conversation history data 273, scenario data 281, FAQ answer
collection 282, HTML data 291, and image data 292.
[0115] The input reception part 201 receives a character string
inputted by the user 10 onto the user terminal 100 via the network
300 and the network I/F part 207, for example, according to a
protocol such as HTTP.
[0116] The input analysis part 202 extracts key words through
natural language processing using the dictionary data 251 (for
example, key word extraction by a morphological analysis or the
like is conducted).
[0117] The input evaluation part 203A of the response control part
203 stores a conversation constituted of inputs from the user 10
and responses by the information provision system 1 and conducts
conversion and supplementation of the extracted key words as
needed.
[0118] The recommendation related data updating part 203B of the
response control part 203 determines a user type of the user 10 and
updates as needed user attribute data used when the response
determination part 203C determines recommended commodities for the
user 10.
[0119] The response determination part 203C of the response control
part 203 determines recommended commodities and determines a
response sentence and information provided for the user 10 in the
form of responses from the concierge based on a responding
policy.
[0120] When the user 10 purchases a commodity, the commodity
purchase control part 204 controls a procedure of purchasing and
guiding of a procedure of purchasing by the response determination
part 203C by using the scenario data 281 or the like. In addition,
the commodity purchase control part 204 stores the commodity
purchased by the user 10 in the purchase history data 272.
[0121] The recommendation history and conversation history
management part 205 stores recommended commodities determined by
the response determination part 203C in the recommendation history
data 271 and stores contents of the conversation by the user 10 and
the concierge in the conversation history data 273. In addition, as
shown in FIG. 4, in response to the operation by the user 10, the
recommendation history and conversation history management part 205
performs control so as to display recommended commodity information
stored in the recommendation history data 271 on the recommendation
history display screen 130 and as shown in FIG. 5, in response to
the operation by the user 10, to display conversation information
stored in the conversation history data 273 on the conversation
history display screen 140.
[0122] When an HTTP request is transmitted from the WEB browser on
the user terminal 100 in response to the operation by the user 10,
the WEB access control part 206 receives and analyzes this HTTP
request, prepares data corresponding thereto, and sends a reply as
an HTTP response to the WEB browser on the user terminal 100. The
data sent as the HTTP response includes HTML data for, for example,
displaying a recommended commodity, generated by the response
determination part 203C of the response control part 203, and in
addition thereto, HTML data generated for causing the
recommendation history and conversation history management part 205
to display the recommendation history display screen 130 and the
conversation history display screen 140. In addition, the data sent
as the HTTP response also includes the HTML data 291 and the image
data 292 in the information provision management DB 250. The HTML
data 291 is HTML data for displaying a WEB page and the image data
292 is image data and moving image data displayed in the WEB
page.
[0123] The network I/F (interface) part 207 is connected to the
network 300 and controls data transmission and reception to and
from the user terminal 100 or the like.
[0124] It is to be noted that although in the present
specification, it is described that the variety of pieces of data
including the member information data 261 and the like are stored
in the information provision management DB 250, said variety of
pieces of data can be stored as data having a variety of structures
and formats including a table of a relational database and a flat
file.
[0125] In addition, the information provision server 200 can also
be configured such that the information provision server 200 itself
does not have at least one part of the data, which is shown as
being stored in the information provision management DB 250 in FIG.
7 (for example, the commodity data 262, the scenario data 281, and
the like), and obtains these pieces of data externally (for
example, from an external server connected via a network such as
the Internet) by using predetermined commands.
[0126] FIG. 8 is a diagram for explaining the functions of one part
of the information provision server 200 in a further detailed
manner. In FIG. 8, the respective function parts of the response
control part 203 shown in FIG. 7 (namely, the input evaluation part
203A, the recommendation related data updating part 203B, and the
response determination part 203C) in the information provision
server 200 are shown.
[0127] The input evaluation part 203A stores a conversation
constituted of inputs from the user 10 and responses by the
information provision system 1 in the conversation history data
273. Further, the input evaluation part 203A converts, or
complements, the extracted key word to a word which is easily hit
upon searching, interprets said key word, and converts, or
complements, said key word to be in the form so as to allow the
information provision system 1 to easily handle said key word (for
example, in the form in which the information provision system 1
easily utilizes the scenario data 281 and the like).
[0128] The recommendation related data updating part 203B
determines a user type of the user 10 based on the received
utterance of the user 10 and data obtained from the member
information data 261. Contents of the utterance of the user 10 can
be obtained from the conversation history data 273 and can also be
obtained via the input reception part 201 from the user terminal
100 at near-real-time timing. In addition, upon determining the
user type, a key word and picky-about item correspondence table
(refer to FIG. 12) and a user type correspondence table (refer to
FIG. 13) which are stored in the user type determination data 263
are referenced.
[0129] In addition, with reference to a variety of pieces of data
including picky-about item scores and basic user types stored in
the user type determination data 263, the preferred commodity data
264, the recommendation history data 271, the purchase history data
272, and the like, a user type can be determined. The determined
user type of the user 10 is stored in the member information data
261 so as to be associated with said user 10.
[0130] In addition, the recommendation related data updating part
203B stores and updates a variety of pieces of user attribute data
as needed. For example, the recommendation related data updating
part 203B stores picky-about item scores related to each user 10 as
user type determination data 263. Further, the recommendation
related data updating part 203B stores data of user preferred
commodities, user preference targets, purchase examining
commodities, a commodity browse history, and the like related to
each user 10 as preferred commodity data 264. The user attribute
data stored in this way, as described above, is used when the
response determination part 203C determines a recommended commodity
for a user 10.
[0131] The response determination part 203C obtains a user type of
the user 10 from the member information data 261, obtains
information pertinent to purchased commodities related to a user
whose user type is the same as the user type of the user 10 from
the purchase history data 272, and based on these pieces of
information, determines a recommended commodity to be presented to
the user 10 from among commodities stored in the commodity data
262. The determined recommended commodity is stored in the
recommendation history data 271.
[0132] In addition, upon determining a recommended commodity, the
response determination part 203C can determine a commodity
appropriate for the user 10 by utilizing the conversation history
data 273, the preferred commodity data 264, the recommendation
history data 271, and the like. In addition, based on purchased
commodities, purchase examining commodities, browsed commodities,
and the like related to not only the user whose user type is the
same as the user type of the user 10 but also a user of a user type
similar thereto, recommended commodities can be determined.
[0133] Further, with reference to the scenario data 281 and the
like, the response determination part 203C determines a responding
policy for the user 10 and determines contents of a response to the
user 10 based on data such as the scenario data 281 and the FAQ
answer collection. In addition, with reference to a variety of
pieces of data such as the conversation history data 273, the
member information data 261, the recommendation history data 271,
the purchase history data 272, and the commodity data 262, based on
these pieces of data, the response determination part 203C can
determine the contents of a response. In the scenario data 281,
response patterns corresponding to input patterns of the user 10
are defined, and based on these response patterns, the responding
policy and the contents of a response are determined. The scenario
data 281 includes knowledge data, and said knowledge data can be
configured to be updated by learning through the conversation with
the user 10.
[0134] By the above-described response determination part 203C, the
information provision system 1 not merely receives an input from
the user 10 and returns a passive response in accordance with the
contents thereof but also can output, to the user terminal 100, as
a response an active question which draws out additional key words
and information from the user 10 in order to determine recommended
commodities and the like in a more specific manner with high
precision.
[0135] In addition, a scenario is configured such that users are
purposefully guided to surplus inventory commodities in the
information provision system 1 and commodities whose profitability
ratios are high, thereby allowing said commodities to be presented
as recommended commodities in a conversation with the user 10.
[0136] It is to be noted that although in FIG. 8, accesses of the
respective function parts which are the input evaluation part 203A
and the others with the variety of pieces of data are indicated by
arrows, these merely indicate accesses related to representative
processes of the respective function parts, and the present
invention is not limited thereto.
[0137] FIG. 9 is a diagram showing an example of the member
information data 261 included in the information provision
management DB 250 utilized by the information provision server 200
or the like in the information provision system 1.
[0138] As shown in FIG. 9, in the member information data 261, for
example, a user ID, a password, a user type, a name, sex, an
occupation, age, the date of birth, an habitation area, marriage,
hobbies, interesting categories, uninteresting categories, events
of personal interest, a purchase history, a purchase price, a
number of times of visiting, a degree of satisfaction, and the like
are stored.
[0139] Among these items, the user ID, the user type, the purchase
history, the purchase price, the number of times of visiting, and
the degree of satisfaction are system setting items which are
automatically set and updated by the information provision system
1, and the other items are user registration items which are
registered when the user 10 makes membership registration.
[0140] The user ID is an ID which is automatically numbered by the
information provision system 1 when the user 10 initially makes the
membership registration. The password is inputted by the user 10
upon logging-in and is set by the user 10 when the user 10
initially makes the membership registration.
[0141] The information provision system 1 classifies respective
users as user types based on contents of conversations of the users
10, member information such as sex and age, and the like. The user
type is data (for example, "A", "C", and the like) indicating a
user type determined for each of the respective users as belonging
thereto. The determination of the above-mentioned user types will
be described later in details.
[0142] The name is a name of himself or herself which is set by the
user 10 and may be a nickname or the like. The sex, the occupation,
the age, the date of birth, the habitation area, the marriage, the
hobbies, the interesting categories, the uninteresting categories,
and the events of personal interest are selected from choices shown
in the information provision system 1 to be set when the user 10
initially makes the membership registration or the like.
[0143] In the purchase history, based on the purchase history data
272 in which the commodities so far purchased by the user 10 are
recorded, for example, the commodities purchased last time,
categories of often purchased commodities, and the like are set. In
the purchase price, based on the above-mentioned purchase history
data 272, for example, an average price of purchased commodities, a
total amount of prices of purchased commodities, and the like are
set.
[0144] In the number of times of visiting, based on the
conversation history data 273 in which a history of the
conversation which the user 10 has so far had with the information
provision system 1 is recorded, for example, data for
distinguishing between a frequency of five to nine times and a
frequency of ten times or more is set. In the degree of
satisfaction, for example, a number of times at which the Thanks
button 128D displayed on the conversation screen 120 shown in FIG.
3 is clicked is counted, and the counted number is set.
[0145] FIG. 10 is a diagram showing an example of the commodity
data 262 included in the information provision management DB 250
utilized by the information provision server 200 or the like in the
information provision system 1.
[0146] As shown in FIG. 10, in the commodity data 262, for example,
a commodity ID, a commodity name, a maker name, a commodity
category, detailed information, recommendation information,
discount information, customer information, new model information,
economy-size model information, and the like are stored.
[0147] In the commodity category, categories classified by a
plurality of criteria can be included. For example, the commodity
category can be configured so as to include commodity categories by
basic classification based on commodity classification and
by-purpose categories by classification based on purposes of using
commodities.
[0148] The detailed information is, for example, information
pertinent to content quantities, ingredients, explanation about
commodities, and the like. The recommendation information includes
words of recommending said products, seasonal recommendation
messages, and the like, which can also be prepared by each maker
and each Internet shop. The discount information is information
pertinent to discount and campaigns, which an Internet shop
prepares and adds. The discount information may be associated with
a plurality of commodity groups, a predetermined category, and
other classification, instead of each commodity.
[0149] In the customer information, for example, customers'
comments and purchasers' use feeling are stored for each commodity.
In the new model information, for example, new models of
commodities and information pertinent to the new models are stored.
In the economy-size model, for example, commodity IDs of
economy-size commodity models, which are commodities with larger
economy sizes, are stored.
[0150] Next, FIG. 11 is a diagram conceptually showing how in the
information provision system 1 according to the present embodiment,
recommended commodities to be presented to the user 10 are
determined. The presentation of the recommended commodities to the
user 10 by the information provision system 1 is conducted, for
example, in a case where when "Mr. (or Ms.) XX" who is the user 10
inputs (utters) "I want a stylish table." in the conversation
display part 121 of the conversation screen 120 shown in FIG. 3, a
"concierge" who is an agent of the information provision system 1
responds, saying "How about ones like these?" and concurrently
displays the recommended commodities in the commodity display part
126.
[0151] In FIG. 11, when the recommended commodities are determined,
a category of commodities is first selected and thereafter, the
recommended commodities are selected from among commodities
purchased by a user whose user type is the same as the user type of
the user 10 who has uttered based on predetermined criteria.
[0152] For example, a first recommended commodity is a commodity
belonging to a category which the user 10 is currently browsing in
a WEB page and is determined by identifying a commodity which ranks
first among commodities purchased by the other user whose user type
is the same as the user type of this user 10. It is to be noted
that as in the conversation display part 121 of the conversation
screen 120 shown in FIG. 3, when a specific commodity category (in
this example, the "table") is cited, based on the cited content of
the utterance, commodities are searched from the commodity category
(table). In addition, in this example, the ranking shows a ranking
within the most recent one week.
[0153] A second recommended commodity is a commodity belonging to
the category which the user 10 is currently browsing in the WEB
page and is determined by identifying a commodity which ranks
second among the commodities purchased by the other user whose user
type is the same as the user type of this user 10.
[0154] A third recommended commodity is a commodity not belonging
to the category (daringly) which the user 10 is currently browsing
in the WEB page and is determined by identifying a commodity which
ranks first among commodities purchased by the other user whose
user type is the same as the user type of this user 10.
[0155] A fourth recommended commodity is a commodity not belonging
to the category (daringly) which the user 10 is currently browsing
in the WEB page and is determined by identifying a commodity which
ranks second among the commodities purchased by the other user
whose user type is the same as the user type this user 10.
[0156] A fifth recommended commodity is determined without
identifying a category particularly and by randomly selecting one
from among commodities purchased by the other user whose user type
is the same as the user type of this user 10.
[0157] As described above, in the information provision system 1
according to the present embodiment, based on the purchase
information related to other user whose user type is the same as
the user type of the user 10 (for example, information pertinent to
what commodities the user 10 is interested in), recommended
commodities can be determined. As the purchase information,
information pertinent to commodities actually purchased by other
user (including hot-selling ranking or the like) is included. In
addition, information pertinent to behavior of other user before
purchasing such as information pertinent to commodities browsed in
a WEB page and information pertinent to commodities which are
examined for the purchase in the conversation with the information
provision system 1 is also included as the purchase
information.
[0158] Next, with reference to FIG. 12 to FIG. 15, a first pattern
of user type management in the information provision system 1
according to the present embodiment will be described.
[0159] FIG. 12 is a correspondence table (key word and picky-about
item correspondence table) in which key words and picky-about items
are associated with each other. Utterance of the user 10 inputted
to the information provision system 1 is subjected to natural
language processing using the dictionary data 251 or the like, and
key words related to determination of a user type as shown in the
key word and picky-about item correspondence table in FIG. 12 are
extracted. In the key word and picky-about item correspondence
table in FIG. 12, key words are considered to show preference of a
user, respective key words and kinds of pickiness related thereto
are set. It is to be noted that in the present specification, the
key words embrace concept such as phrases and sentences including a
plurality of words.
[0160] For example, when the user 10 utters key words,
"marine-taste", "adorable", and "it is cool" in a conversation with
the concierge, the user 10 is evaluated as being picky about a
design, and said user is associated with a picky-about item of a
"design" (NO. 1).
[0161] In addition, when the user 10 utters key words,
"ecological", "quick", and "excellent effect" in a conversation
with the concierge, the user 10 is evaluated as being picky about
functionality, effect, and efficacy, and said user is associated
with a picky-about item of "functionality, effect, and efficacy"
(NO. 2).
[0162] Hereinafter, similarly as shown in the key word and
picky-about item correspondence table in FIG. 12, said user 10 is
associated with picky-about items of NO. 1 to NO. 10.
[0163] FIG. 13 is a user type correspondence table showing
association of user types (here, A to X) based on picky-about item
NOs (picky-about items NO. 1 to NO. 10 in FIG. 12 shown above),
sex, and age.
[0164] For example, when a user 10 whose picky-about item is
evaluated to be a picky-about item NO. 1 (design) with reference to
the key word and picky-about item correspondence table in FIG. 12
is a male in his 10's, a user type of the user 10 is determined to
be "G". A user of the user type "G" is a user who has, as
attributes, great pickiness about a design, feeling, and taste (in
setting in this example).
[0165] In addition, when a user 10 whose picky-about item is
evaluated to be a picky-about item NO. 2 (functionality, effect,
and efficacy) with reference to the key word and picky-about item
correspondence table in FIG. 12 is a female in her 30's, a user
type of the user 10 is determined to be "E". A user of the user
type "E" is a user who has, as attributes, great pickiness about
functionality, effect, efficacy, usability, and quality (in setting
in this example).
[0166] Hereinafter, similarly, based on the picky-about items
evaluated with reference to the key word and picky-about item
correspondence table in FIG. 12, sex, and age, user types are
determined with reference to the user type correspondence table in
FIG. 13.
[0167] FIG. 14 is a diagram conceptually showing how the user type
is determined with respect to each user 10 in the information
provision system 1 according to the present embodiment. As shown in
FIG. 14, based on data inputted by that user 10 to the user
terminal 100 (for example, utterance of the user 10 included in the
conversation history data 273, which includes utterance before
purchasing a commodity and utterance after purchasing the
commodity) and member information (for example, data pertinent to
sex and age included in the member information data 261), a user
type of the user 10 is determined (refer to the user type
correspondence table shown in FIG. 13).
[0168] In addition, as shown in FIG. 14, based on the user type
determined as described above, a scenario with respect to the
utterance of the user 10 is searched, and in accordance with the
scenario, a response is generated.
[0169] In addition, since the user type of a user 10 shows
attributes of a user, a plurality of user types can also be set for
each user 10. In addition, since the utterance of the user 10 is
accumulated each time the user 10 accesses the information
provision system 1, such contents of the utterance are extracted at
predetermined timing and a user type or user types can also be
thereby re-examined.
[0170] FIG. 15 is a flowchart for explaining a processing procedure
for determining a user type from the utterance of the user 10 based
on the key word and picky-about item correspondence table shown in
FIG. 12 and the user type correspondence table shown in FIG. 13.
The processing shown in FIG. 15 is called up, for example, each
time the user 10 utters.
[0171] First, at step S11, the information provision server 200 of
the information provision system 1 receives an input (utterance) of
the user 10 from the user terminal 100 and through the natural
language processing or the like using the dictionary data 251 or
the like, extracts key words from the input. Next, at step S12, it
is determined whether or not key words to be extracted are present.
When the key words are not present (NO at step S12), the processing
is finished.
[0172] When the key words are present (YES at step S12), at step
S13, it is determined whether or not the extracted key words
correspond to any of the picky-about items (that is, it is
determined whether or not any picky-about item corresponding to any
of key words is present with reference to the key word and
picky-about item correspondence table in FIG. 12). When the
extracted key words do not correspond to any of the picky-about
items (NO at step S13), the processing returns to step S11 and
processing for the next key words is conducted.
[0173] When the extracted key words correspond to any of the
picky-about items (YES at step S13), at step S14, frequencies at
which key words correspond any of the picky-about items are
totalized for each user. The totalized frequencies of the
picky-about items are stored, for example, as the user type
determination data 263.
[0174] Thereafter, at step S15, it is determined whether or not the
totalized frequencies of the picky-about items satisfy
predetermined criteria. When the predetermined criteria are not
satisfied (NO at step S15), the processing returns to step S1l and
processing for the next key words is conducted. When the
predetermined criteria are satisfied (YES at step S15), at step
S16, with reference to the member information data 261, age and sex
of the corresponding user 10 are obtained.
[0175] Next, at step S17, with reference to the user type
correspondence table (the user type correspondence table shown in
FIG. 13), based on a combination of the picky-about items
determined as satisfying the predetermined criteria and the age and
sex of the user obtained at step S16, a user type is obtained and
determined as the user type of the user 10.
[0176] Thereafter, at step S18, the determined user type is set as
the corresponding user type of the user 10 in the member
information data 261 (updated in a case where the determined user
type has already been set).
[0177] It is to be noted that although in this example, when the
user 10 utters the key words corresponding to the picky-about items
several times, it is determined that the predetermined criteria are
satisfied, and these picky-about items are set as the picky-about
items of the user 10, by employing a method other than this, based
on the utterance of the user 10, picky-about items of the user 10
may be determined.
[0178] Next, with reference to FIG. 16 and FIG. 17, a method of
determining recommended commodities in the information provision
system 1 according to the present embodiment will be described.
[0179] FIG. 16 is a diagram conceptually showing how the
recommended commodities are determined. As shown in FIG. 16, in
this example, based on criteria related to commodity categories and
criteria related to commodities purchased by other user whose user
type is the same as the user type of the user 10, or only based on
the criteria related to the commodities purchased by the other user
whose user type is the same as the user type of the user 10,
recommended commodities are determined and presented to the user
10. It is to be noted that in this example, the commodity category
is the commodity category which the user 10 is displaying on a WEB
page.
[0180] In addition, for the determination of the above-described
recommended commodities, other criteria related to commodity
categories can also be used and other criteria related to
commodities purchased by other user whose user type is the same as
the user type of the user 10 can also be used. Further, for the
determination of the recommended commodities, criteria other than
the criteria related to the commodity categories and other than the
criteria related to the commodities purchased by the other user
whose user type is the same as the user type of the user 10 can
also be used.
[0181] Further, in this example, the recommended commodities are
determined based on the purchase information of other user whose
user type is the same as the user type of the user 10. However,
based on purchase information related to other user whose user type
is similar to the user type of the user 10 and purchase information
related to other user who is considered, from a predetermined
viewpoint, to belong to the same classification as classification
to which the user 10 belongs, recommended commodities can be
determined. For example, as in the user type correspondence table
shown in FIG. 13, user types A, B, C, D, E, and F can be considered
to belong to the same classification in that users of these user
types have common attributes. In addition, user types G, H, and I
can be considered to belong to the same classification in that the
sex thereof is the same as one another and users of these user
types have common attributes.
[0182] Next, with reference to a flowchart in FIG. 17, based on a
user type of the user 10 determined in the processing procedure
shown in the flowchart in FIG. 15, a processing procedure for
determining recommended commodity for the user 10 will be
described. It is to be noted that in this example, a pattern in
which based on a commodity category which the user 10 is browsing
and a user type, recommended commodity are determined will be
described.
[0183] First, at step S21, utterance of the user 10 is received,
and from the utterance, recommendation timing is determined. In
this processing, for example, from the utterance of the user 10,
key words are extracted through natural language processing or the
like using the dictionary data 251 or the like, and from the
extracted key words and the scenario data 281 or the like, the
recommendation timing at which recommended commodities are
presented to the user 10 is determined. Next, at step S22, it is
determined whether or not the present time is recommendation
timing, and when the present time is not the recommendation timing
(NO at step S22), the processing returns to step S21 and utterance
of the user 10 is received.
[0184] When the present time is the recommendation timing (YES at
step S22), at step S23, a commodity category in a WEB page which
the user 10 is currently browsing is obtained. Next, at step S24,
from the member information data 261, a user type is obtained.
Here, since the user 10 has logged in by using a user ID upon
browsing the WEB page for Internet shopping, the current user 10
can be identified therefrom and the user type corresponding thereto
can be obtained from the member information data 261.
[0185] Next, at step S25, with reference to the purchase history
data 272, ranking of commodities purchased by the user of the same
user type, with respect to the same (or different) category as the
obtained commodity category, is obtained. Here, when the purchase
history data 272 has only the purchase history recorded therein,
all of the related purchase history is obtained, and from that
history, ranking data is generated.
[0186] Thereafter, at step S26, a commodity in predetermined
ranking (for example, in the commodity category currently being
browsed, a commodity which ranks first among commodities purchased
by a user who user type is the same as the user type of the user
10) is determined as a recommended commodity, and HTML data for
presenting the determined recommended commodity to the user 10 is
generated.
[0187] Next, with reference to FIG. 18 to FIG. 20, a second pattern
in the user type management in the information provision system 1
according to the present embodiment will be described.
[0188] In the second pattern, as shown in FIG. 18, three basic user
types (TYPE-1, TYPE-2, and TYPE-3) are prepared, and with respect
to each of the basic user types, degrees of picky-about items are
defined from three viewpoints.
[0189] For example, with respect to the TYPE-1, degrees of
picky-about items are defined such that a degree of being picky
about a product is low (a score: 20 to 40), a degree of being picky
about a price is high (a score: 75 to 95), and a degree of
accepting recommendation (in other words, a user of the TYPE-1 is
in need of the presentation of recommended commodities provided
from the information provision system 1 and has a stance in which
the user accepts said presentation) is high (a score: 75 to
95).
[0190] In addition, with respect to the TYPE-2, degrees of
picky-about items are defined such that a degree of being picky
about a product is very high (a score: 80 to 100), a degree of
being picky about a price is very high (a score: 80 to 100), and a
degree of accepting recommendation is extremely high (a score: 0 to
10). Further, with respect to the TYPE-3, degrees of picky-about
items are defined such that a degree of being picky about a product
is slightly low (a score: 30 to 50), a degree of being picky about
a price is medium (a score: 40 to 60), and a degree of accepting
recommendation is slightly high (a score: 50 to 60).
[0191] On a left side of FIG. 19, with respect to an individual
user type of the user 10, scores of picky-about items from the
three viewpoints (that is, the pickiness about a product, the
pickiness about a price, and the pickiness about recommendation)
are shown. These scores of the picky-about items are adjusted by
performing addition and subtraction based on key words extracted
from utterance of the user 10. Each of these scores takes a value
of 0 to 100. For example, each time the user 10 utters key words
indicating that a degree of being picky about a product is low,
subtraction from the score related to the degree of being picky
about a product as the picky-about item is performed, and in this
example, a value of the score is adjusted to be 28. Similarly, the
score related to a degree of being picky about a price is adjusted
to be 80 and the score related to a degree of accepting
recommendation is adjusted to be 80, respectively.
[0192] On a right side of FIG. 19, with respect to the basic user
type "TYPE-1" shown in FIG. 18, under which the individual user
type of the user 10 shown on the left side of FIG. 19 falls and
which is determined as the user type "TYPE-1" among the basic user
types, ranges of scores thereof are shown. Specifically, with
respect to the individual user type shown on the left side of FIG.
19, the score related to the degree of being picky about a product
is 28 and falls in a range of 20 to 40 of the score related to the
degree of being picky about a product with respect to the basic
user type "TYPE-1" shown on the right side thereof. In addition,
with respect to the individual user type shown on the left side of
FIG. 19, the score related to the degree of being picky about a
price is 80 and falls in a range of 75 to 95 of the score related
to the degree of being picky about a price with respect to the
basic user type "TYPE-1" shown on the right side thereof.
Similarly, with respect to the individual user type shown on the
left side of FIG. 19, the score related to the degree of accepting
recommendation is 80 and falls in a range of 75 to 95 of the score
related to the degree of accepting recommendation with respect to
the basic user type "TYPE-1" shown on the right side thereof. Of
course, since each time the user 10 utters, the scores related to
the picky-about items of the individual user type change, a
corresponding basic user type is likely to change over time.
[0193] FIG. 20 is a diagram conceptually showing how each of the
user types related to the user 10 is determined in the
above-described second pattern. As shown in FIG. 20, based on data
inputted by the user 10 onto the user terminal 100 (for example,
utterance by the user 10 included in the conversation history data
273, including utterance before purchasing a commodity and
utterance after purchasing the commodity), the member information,
and the like, scores of the respective picky-about items of the
user type of the user 10 are adjusted.
[0194] In addition, also based on a result of an initial diagnostic
test conducted for the user 1, the purchase history stored in the
purchase history data 272, behavior related to the purchase, and
the like, the scores can be adjusted. In addition, as initial
values of a user type, scores of a predetermined basic user type
can also be used.
[0195] For a predetermined period of time, the scores are adjusted
as described above, and based on the adjusted scores, a basic user
type which falls under any one among the user types is determined
and is determined as the user type of the user 10.
[0196] In addition, as shown in FIG. 20, based on the basic user
type determined as described above, a scenario with respect to the
utterance by the user 10 is searched, and in accordance with the
scenario, a response is generated.
[0197] In addition, since each time the user 10 accesses the
information provision system 1, the user 10 utters and the
utterance is accumulated, such contents of the utterance are
extracted at predetermined timing, and the user type can also be
thereby re-examined.
[0198] It is to be noted that although in this example, based on
the member information, the user type is determined, the user type
can also be determined without using the member information.
[0199] Next, with reference to FIG. 21 to FIG. 23, a third pattern
of the user type management in the information provision system 1
according to the present embodiment will be described.
[0200] As shown in FIG. 21, in the third pattern, in accordance
with degrees of picky-about items from two viewpoints, nine user
types are set. One of the picky-about items is a product and the
other thereof is a price. Each of the picky-about items is
evaluated at four levels: "having pickiness", "having moderate
pickiness", "having little or no pickiness", and "having no
pickiness". In accordance with these combinations, nine user types
are defined, and further, these plurality of user types are
classified into several groups.
[0201] For example, as shown in FIG. 21, a user type having
pickiness about a product and having little or no pickiness about a
price (type A), a user type having pickiness about a product and
also having pickiness about a price (type C), and a user type
having pickiness about a price and having little or no pickiness
about a product (type I) are classified as a "picky group".
[0202] In addition, a user type having pickiness about a product
and having moderate pickiness about a price (type B) and a user
type having pickiness about a price and having moderate pickiness
about a product (type F) are classified as a "partially picky
group".
[0203] In addition, a user type having no pickiness about a price
and having moderate pickiness about a product (type D) and a user
type having no pickiness about a product and having moderate
pickiness about a price (type H) are classified as a "slightly
picky group".
[0204] In addition, a user type having moderate pickiness about a
product and having moderate pickiness about a price (type E) is
classified as a "normally picky group". A user type having no
pickiness about a product and having no pickiness about a price
(type G) is classified as a "non-picky group".
[0205] FIG. 22 is a graph showing distribution of the user types
described above. Here, scores related to the basic user type E
(normally picky group) are set as initial values upon determining a
user type of the user 10.
[0206] FIG. 23 is a diagram conceptually showing how a user type
with respect to each user 10 is determined in the above-described
third pattern. As shown in FIG. 23, based on data inputted by the
user 10 onto the user terminal 100 (for example, utterance by the
user 10 included in the conversation history data 273, including
utterance before purchasing a commodity and utterance after
purchasing the commodity) and the like, picky-about items of a user
type of the user 10 (degrees of picky-about items) are
determined.
[0207] In addition, in this example, as the initial values of a
user type, those of the user type E are used as mentioned
above.
[0208] For a predetermined period of time, determination of degrees
of picky-about items is conducted, and a user type corresponding to
the determined degrees of the picky-about item is determined and is
determined as a user type of the user 10.
[0209] In addition, as shown in FIG. 23, based on the user type
determined as mentioned above, a scenario with respect to the
utterance by the user 10 is searched, and in accordance with the
scenario, a response is generated.
[0210] In addition, since the utterance of the user 10 is
accumulated each time the user 10 accesses the information
provision system 1, such contents of the utterance are extracted at
predetermined timing and a user type can also be thereby
re-examined.
[0211] Next, with reference to FIG. 24, a situation in which in the
commodity search by the user 10, "Mr. (or Ms.) XX" who is the user
10 and a "concierge who is the agent of the information provision
system 1 have a conversation will be specifically exemplified. FIG.
24 is a diagram showing an input by the user 10 and contents of a
response from the information provision system 1 displayed in the
conversation display part 121 of the conversation screen 120 shown
in FIG. 3. Here, for the sake of convenience, as the conversation
display part 121, a conversation display part 601 which is
vertically long is shown, and contents sequentially displayed by
operating a scroll bar are concurrently displayed (the same is
applied to a conversation display part shown hereinafter).
[0212] It is to be noted that in this example, the user type
management in the above-described first pattern is used.
[0213] In the conversation displayed in the conversation display
part 601 shown in FIG. 24, first, in response to logging-in by the
user 10, the information provision system 1 makes a response 602
such as "Welcome!". Thereafter, the user 10 makes an input 603
saying "I am looking for an easy-to-carry headset."
[0214] Here, the information provision system 1 extracts words
"easy-to-carry" from the input by the user 10 and converts key
words such as "light-weight" and "compact" which are easily hit
upon searching. In addition, as key words, a "headset" and a
"wireless headset" are also extracted.
[0215] In addition, at this time, the information provision system
1 sets a picky-about item of this user 10 to be "usability" (NO. 6
shown in FIG. 12) based on the key word "compact" and determines a
user type="A" (the user 10 is a male in his 10's) from this
picky-about item with reference to the user type correspondence
table shown in FIG. 13.
[0216] Next, the information provision system 1 displays a prompt
to select a maker from a plurality of candidates (response 604) and
displays a list of makers of a headset in the commodity display
part 126 (the commodity display part 126 of the conversation screen
120 shown in FIG. 3) (display processing 605). At this time, the
information provision system 1 references the commodity data 262 or
the like for searching and displays the list of makers of the
headset, obtained as a result of searching.
[0217] Thereafter, when the user 10 selects a maker 1 from the list
of makers displayed (selection processing 606), the information
provision system 1 references the purchase history data 272 or the
like, searches headsets manufactured by the maker 1, which are
purchased by other user belonging to the user type="A" and satisfy
conditions of the key words "light-weight" and "compact", and
displays a list of the headsets obtained as a result of searching
in the commodity display part 126 (display processing 607).
[0218] It is to be noted that when the information provision system
1 displays the list of makers in the display processing 605, the
information provision system 1 may conduct narrowing-down based on
a user type and conditions of key words. In addition, the
information provision system 1 can also make an inquiry as to
color, a price range, and the like to the user 10 and conduct the
narrowing-down of commodities based on these pieces of information.
Further, the information provision system 1 can also present (or
sort) commodities whose models are the latest ones and whose prices
are the lowest ones in accordance with preference of the user 10.
The preference of the user 10 can be grasped, for example, based on
a user type and by referencing the preferred commodity data 264 or
the like.
[0219] Next, the information provision system 1 prompts the user 10
to browse commodities in a detailed manner, in which the user 10 is
interested (response 608). In response thereto, the user 10 selects
a commodity 1 from among the displayed list of commodities
(selection processing 609).
[0220] In response to the selection processing by the user 10, the
information provision system 1 displays explanation regarding the
selected commodity 1, displays information pertinent to a new
version of said model, and prompts the user 10 to browse a detailed
page (response 610). The explanation of the commodity 1 and the
information pertinent to the new version of the model can be
obtained, for example, with reference to recommendation
information, new model information, and the like in the commodity
data 262.
[0221] Thereafter, the information provision system 1 controls the
commodity display part 126 to display a WEB page of a maker, in
which detailed explanation of the commodity 1 is given (display
processing 611). In addition, when the user 10 performs an
operation to display the information regarding the new model, the
information provision system 1 sets a picky-about item of this user
10 to be "hot-selling" (NO. 7 in FIG. 12), determines a user
type="S" from the picky-about item with reference to the user type
correspondence table in FIG. 13, and updates the member information
data 261 by replacing the user type="A" determined as above with
the user type="S" as a user type of the user 10 (or setting the
user type="S" together with the user type="A"). As described above,
in accordance with not only the input by the user 10 but also
various behavior including selection operation such as clicking
operation by the user 10, the information provision system 1 can
determines a user type.
[0222] As described above, the information provision system 1
extracts the key words utilized for determining a user type from
the input by the user 10 and extracts the key words for narrowing
down the commodities, displays the list of commodities satisfying
conditions based on the user type and the key words, and thereby
can provide the information pertinent to commodities which are
appropriate for the user 10.
[0223] Next, with reference to FIG. 25, a situation in the scene of
recommendation and collection of evaluation related to a purchased
commodity in which "Mr. (or Ms.) YY" who is a user 10 and a
"concierge" who is an agent of the information provision system 1
have a conversation will be more specifically exemplified.
[0224] It is to be noted that in this example, the user type
management in the above-described first pattern is used.
[0225] In the conversation shown in a conversation display part 621
in FIG. 25, first, in response to logging-in by the user 10, the
information provision system 1 greets the user 10, saying
"Welcome!" and the like and subsequently, makes a response 622,
providing information pertinent to a campaign and asking evaluation
as to the purchased commodity. Such contents of the response by the
information provision system 1 can be adjusted in accordance with a
total amount of purchase prices and a number of times of visiting
of the logging-in user 10. It is to be noted that the total amount
of purchase prices and the number of times of visiting thereof by
the user 10 are stored in the member information data 261.
[0226] In response to this response 622, the user 10 inputs
feedback as to the purchased commodity (input 623), saying "it is
good because it is very light-weight, compact, and convenient in
carrying". Here, the information provision system 1 extracts key
words "light-weight" and "compact" from this input, sets a
picky-about item of the user 10 to be "usability" (NO. 6 in FIG.
12) based on the key word "compact", and determines a user type="D"
from the picky-about item with reference to the user type
correspondence table in FIG. 13 (the user 10 is defined as a female
in her 20's).
[0227] Next, information provision system 1 proposes introduction
of recommended commodities to the user 10 (response 624), and the
user 10 accepts this (input 625). In response thereto, the
information provision system 1 recommends five commodities, makes a
response that a wireless headset manufactured by a maker 1 is
particularly recommended among the recommended commodities
(response 626), and displays the five commodities in the commodity
display part 126 (display processing 627). These recommended
commodities are selected based on a user type of the user 10, an
average purchase price, a number of times of visiting, hot-selling
ranking, user attributes (in 20's and female), and the like.
[0228] Further, here, when the information provision system 1 makes
an inquiry as to whether the user 10 browses details of the
particularly recommended commodity (the wireless headset
manufactured by the maker 1) (response 628), the user 10 expresses
her intention to browse said details (input 629). In response
thereto, the information provision system 1 controls the commodity
display part 126 to display a WEB page of the maker in which
detailed explanation of the recommended commodity is given (display
processing 630).
[0229] Next, with reference to FIG. 26, a situation in the scene of
making a request by a customer in which "Mr. (or Ms.) XX" who is a
user 10 and a "concierge" who is an agent of the information
provision system 1 have a conversation will be more specifically
exemplified.
[0230] In the conversation shown in a conversation display part 641
in FIG. 26, first, the user 10 makes an inquiry as to whether
"Noshi", Japanese gift wrapping paper, can be attached to a
commodity (input 642). In response thereto, the information
provision system 1 displays a corresponding response sentence
previously prepared based on contents of the input (response 643)
and displays, as a link text, a URL of a WEB page in which the
"Noshi" is explained in details (link text 644).
[0231] Thereafter, the information provision system 1 prompts the
user 10 to click a Thanks button when the problem is solved
(response 645), and in response to this, the user 10 clicks the
Thanks button (selection processing 646). A number of times at
which the Thanks button is clicked is counted and is stored as a
degree of satisfaction in the member information data 261.
[0232] Next, with reference to FIG. 27, a situation in the scene of
addressing a complaint in which "Mr. (or Ms.) XX" who is a user 10
and a "concierge" who is an agent of the information provision
system 1 have a conversation will be more specifically
exemplified.
[0233] In the conversation shown in a conversation display part 661
in FIG. 27, first, the user 10 conveys a message regarding
inadequacy of a commodity and makes an inquiry as to whether the
commodity can be returned (input 662). In response thereto, the
information provision system 1 displays a corresponding response
sentence previously prepared based on contents of the input
(response 663), displays a screen of a telephone and a live chat in
the commodity display part 126, and starts addressing by an
operator (addressing processing 664).
[0234] Next, with reference to FIG. 28 to FIG. 35, a situation, in
the scene where the user 10 undergoes the commodity searching and
purchase addressing by the information provision system 1 and
purchases commodities, in which "Mr. (or Ms.) ZZ" who is a user 10
and a "concierge" who is an agent of the information provision
system 1 have a conversation will be more specifically
exemplified.
[0235] FIG. 28 is a diagram illustrating a top screen 701 of an
Internet shopping site (AA on-line shop). The user 10 activates a
WEB browser on the user terminal 100, inputs a URL of the AA
on-line shop (for example, selects the URL from bookmarks or the
like or directly inputs the URL), and displays the top screen 701
in FIG. 28 on a display of the user terminal 100.
[0236] On the top screen 701, a top screen display part 702 is
arranged, and in an upper portion thereof, a title is displayed and
on a left side thereof, a list of categories is displayed. The user
10 browses a variety of pieces of information displayed in this top
screen display part 702 and clicks linked texts and images by using
a mouse or the like, thereby causing information pertinent to
commodities to be displayed in a further detailed manner and
conducting a procedure of purchasing desired commodities.
[0237] On a right side of the top screen display part 702, a log-in
part 703 for connecting to the information provision system 1
according to the present embodiment is displayed, and the user 10
inputs a user ID and a password here and clicks a log-in button by
using a mouse or the like. By clicking this log-in button, the user
10 can have a conversation with the information provision system 1
as to purchasing of commodities and the like (in response to the
input by the user 10, the information provision system 1
responds).
[0238] Upon logging-in, shifting to a conversation screen is
conducted, and this conversation screen is the same as the
conversation screen 120 shown in FIG. 3. Each of FIG. 29 to FIG. 35
is a diagram showing contents of inputs by the user 10 and contents
of responses by the information provision system 1, displayed in a
display part corresponding to the conversation display part 121 of
the conversation screen 120 shown in FIG. 3. Here, for the sake of
convenience, as the display part corresponding to the conversation
display part 121, a conversation display part which is vertically
long is shown, and contents sequentially displayed by operating a
scroll bar are concurrently displayed. In other words, conversation
display parts from a conversation display part 711 shown in FIG. 29
to a conversation display part 771 shown in FIG. 35 constitute one
connected display part.
[0239] It is to be noted that in this example, the user type
management in the above-described second pattern is used.
[0240] In a conversation shown in the conversation display part 711
in FIG. 29, first, the user 10 logs in the site of the AA on-line
shop, and in response thereto, the information provision system 1
greets the user 10, saying "Mr. (or Ms.) ZZ, Long time no see. Have
you been well?" or the like and makes a response 712 including
announcement of a campaign and the like. Based on a nickname,
campaign information, a previous browsing period of time, and the
like, the above-mentioned greeting is generated based on a
scenario.
[0241] Here, the user 10 makes an input 713 saying "I am thinking
about the purchase of the commodity recommended before". Here,
based on the input by the user 10, the information provision system
1 makes a response 714 asking whether or not the commodity
(commodity AA01) recommended before is put into a cart. The
commodity recommended to the user 10 before is stored as a purchase
examining commodity, for example, in the recommendation history
data 271 and the preferred commodity data 264. In addition, at this
time, the information provision system 1 deems that with respect to
the user 10, a preference degree as to said commodity is increased
and performs addition to a preference degree score of said
commodity. The above-mentioned preference degree score can be
recorded in the preferred commodity data 264.
[0242] The information provision system 1 displays information
pertinent to the commodity AA01 together with the above-mentioned
response 714 in a commodity display part corresponding to the
commodity display part 126 of the conversation screen 120 shown in
FIG. 3 (display processing 715).
[0243] Here, the information provision system 1 asks whether or not
the commodity AA01 is put into the cart (response 716), and in
response thereto, the user 10 expresses her intention to put the
commodity AA01 into the cart (input 717).
[0244] At this time, the information provision system 1 deems that
the user 10 purchases the recommended commodity without having
further pickiness and performs addition by a predetermined number
to a score of the picky-about item "a degree of accepting
recommendation" of the user 10. When due to a change in the
above-mentioned score, the user 10 comes to belong to other user
type, the member information data 261 is updated so as to associate
the user 10 with said changed user type.
[0245] In response to the input 717 by the user 10, the information
provision system 1 makes a response 718 saying "Very glossy
eyelashes are lovely, aren't they?" This is cited from, for
example, recommendation information related to said commodity AA01
stored in the commodity data 262.
[0246] Here, the information provision system 1 controls the user
terminal 100 to output sound effect indicating that the commodity
AA01 is put into the cart (sound effect output processing 719).
[0247] The conversation proceeds to contents shown in a
conversation display part 721 in FIG. 30, and the user 10 issues an
instruction to purchase the usual commodity which the user 10 often
purchases (input 722). In response to this input 722, the
information provision system 1 references the purchase history data
272 and identifies the usual makeup remover (commodity AA02). At
this time, the information provision system 1 deems that the user
10 has attributes of preferring commodities which the user 10 gets
used to using and thus, performs addition by a predetermined number
to a score of the picky-about item "being picky about a product".
In addition, when due to this, the user type is changed, as
described above, the member information data 261 is updated.
[0248] In addition, the information provision system 1 deems that
with respect to the user 10, a preference degree related to said
commodity is increased and performs addition to a preference degree
score of said commodity.
[0249] Next, the information provision system 1 confirms with the
user 10 that the usual commodity is the commodity AA02 (response
723).
[0250] Here, the user 10 confirms whether an economy size of the
commodity AA02 is available (input 724). Here, the information
provision system 1 references the commodity data 262 and checks
whether or not the economy-size model of the commodity AA02 is
available. In addition, the information provision system 1 deems
that the user 10 has attributes of being conscious about economical
commodities and thus, performs addition by a predetermined number
to a score of the picky-about item "being picky about a price". In
addition, when due to this, the user type is changed, as described
above, the member information data 261 is updated.
[0251] Since the economy-size model of the commodity AA02 is
confirmed to be available, the information provision system 1
generates and displays the fact and information pertinent to
comparison with the commodity AA02 (response 725). Here, when the
user 10 makes a request as to a discount (input 726), the
information provision system 1 deems that the user 10 has
attributes of being conscious about economical commodities and
thus, performs addition by a predetermined number to a score of the
picky-about item "being picky about a price". In addition, when due
to this, the user type is changed, as described above, the member
information data 261 is updated.
[0252] The conversation proceeds to contents shown in a
conversation display part 731 in FIG. 31, and there, the
information provision system 1 conveys a message that the discount
is impossible (response 732). This information can be confirmed by
referencing discount information pertinent to said commodity in the
commodity data 262.
[0253] Next, the user 10 accepts the impossibility thereof and
issues an instruction to purchase the economy-size model of the
commodity AA02 (input 733). In response to this input 733, the
information provision system 1 makes a response 734 saying "It is
good to use plenty of it since a little burden is given to the
skin, isn't it?" This is cited from, for example, recommendation
information pertinent to said commodity AA02 (180 g) stored in the
commodity data 262.
[0254] The information provision system 1 controls the user
terminal 100 to output sound effect indicating that the commodity
AA02 (180 g) is put into the cart (sound effect output processing
735).
[0255] Thereafter, the user 10 makes an input 736 saying "Thanks
you". In response to this, the information provision system 1 makes
a response 737 asking that there is other request. Here, while the
user 10 is making an input 738 so as to recall other request (or
after the elapse of a predetermined period of time since the
response 737), the information provision system 1 determines that
it is better to wait a response for a little while and controls a
look of a character of the concierge to be changed so as to wait
with the expression of expectation (look change processing
739).
[0256] The conversation proceeds to contents shown in a
conversation display part 741 in FIG. 32, and the user 10 inputs a
request related to a countermeasure against freckles (input 742).
Here, the information provision system 1 deems that with respect to
the user 10, a preference degree related to a freckle
countermeasure commodity is increased and performs addition to a
preference degree score of said commodity. The above-mentioned
preference degree score can be recorded in the preferred commodity
data 264.
[0257] Next, the information provision system 1 makes a prompt to
display a list of freckle-related commodities (response 743). At
this time, the information provision system 1 references the
purchase history of other user whose user type is the same as the
user type of the user 10 and displays the list of freckle-related
commodities based on predetermined criteria (for example, in the
well-selling order) (display processing 744). In addition, upon
determining the recommended commodities as mentioned above, the
information provision system 1 references the purchase history and
the commodity browse history of the user 10 and based on these, can
determine the recommended commodities and the order of displaying
the recommended commodities.
[0258] Here, further, the information provision system 1 makes sure
the user 10 has not purchased any freckle countermeasure commodity
and makes an inquiry saying "Do you have any question?" (response
745). In response thereto, the user 10 makes an input saying "I
have no idea which one is good" (input 746), and then, the
information provision system 1 proposes classifying the
freckle-related commodities by purposes (response 747). It is to be
noted that in the commodity data 262, in addition to the commodity
categories, by-purpose classifications are associated with the
respective commodities.
[0259] Here, when the user 10 makes an input murmuring "I want to
remove freckles" (input 748), the information provision system 1
determines that the input by the user 10 aims at "caring for
freckles" and determines a commodity AA03 as a recommended
commodity (response 749). It is to be noted that here, the
information provision system 1 deems that with respect to the user
10, a preference degree related to caring for the freckles is
increased and performs addition to a preference degree score of a
preference target which is the caring for the freckles. The
preference degree score as mentioned above can be recorded in the
preferred commodity data 264.
[0260] The conversation proceeds to contents shown in a
conversation display part 751 in FIG. 33, and the user 10 makes a
question related to the recommended commodity AA03, asking "Does
this clear the freckles?" (input 752). At this time, the
information provision system 1 deems that the user 10 has
attributes of caring about effect and performs addition by a
predetermined number to a score of a picky-about item "being picky
about a product". In addition, when due to this, the user type is
changed, as described above, the member information data 261 is
updated.
[0261] Next, in response to the question of the user 10, the
information provision system 1 explains active ingredients and
introduces comments of customers (response 753). In addition, the
information provision system 1 controls the commodity display part
corresponding to the commodity display part 126 to sequentially
display the comments of customers in a pop-up manner together with
this response 753 (display processing 754). It is to be noted that
the explanation on the active ingredients and the comments of
customers are extracted from detailed information of commodities
and customer information stored in the commodity data 262 based on
predetermined criteria.
[0262] Thereafter, when the user 10 makes an input 755 saying "It
seems nice . . . ", the information provision system 1 determines
based on this input 755 that now, it is recommendation timing,
extracts feeling in use from customer information of the commodity
stored in the commodity data 262, allows the user 10 to feel a use
image by displaying the extracted feeling in use, and provides a
positive comment, which prompts the user 10 to purchase the
commodity, for the user 10 (response 756).
[0263] Thereafter, when the user 10 makes an input 757 saying "But
it's not now, I'll buy it on a payday!", the information provision
system 1 determines that the recommendation timing is finished and
causes a response 758, which makes an offer of examining the
commodity next time, to be displayed. In addition, here, the
information provision system 1 stores the commodity AA03 as a
purchase examining commodity of the user 10 in the preferred
commodity data 264.
[0264] The conversation proceeds to contents shown in a
conversation display part 761 in FIG. 34. Next, the user 10 asks a
question as to a procedure upon moving home (input 762). At this
time, the information provision system 1 collates contents of the
question with the FAQ answer collection 282 and causes a way of
answering FAQ corresponding to the question (response 763) to be
displayed. Here, the information provision system 1 prompts the
user 10 to make notification by using an inquiry form or by a phone
call and displays the inquiry form and a phone number in the
commodity display part corresponding to the commodity display part
126 (display processing 764).
[0265] Then, the user 10 makes an input 765 saying "Well, I make a
phone call." and the information provision system 1 makes a
response 766 saying "Yes, I am waiting for your call."
[0266] Thereafter, when the user 10 conducts an address change
procedure by the phone call (address change processing 767) and
makes an input 768 saying "The address change completed, thank
you", the information provision system 1 determines that here, the
user 10 intends to finish shopping and provides information as to
free shipping in addition to a reply to the words of thanks from
the user 10 (response 769).
[0267] The conversation proceeds to contents shown in a
conversation display part 771 in FIG. 35. The user 10 asks a
question as to a shipping cost (input 772). Then, the information
provision system 1 collates contents of the question with the FAQ
answer collection 282 and causes a way of answering FAQ
corresponding to the question (response 773) to be displayed. The
information provision system 1 calculates a shipping cost based on
relationship between a total amount of prices of commodities in the
cart and a shipping cost and notifies the user 10 of the calculated
money amount of the shipping cost. In addition thereto, the
information provision system 1 notifies the user 10 of a money
amount required for further shopping with which free shipping is
applied and includes, in a response 773, information that if the
commodity AA03 which is the purchase examining commodity is
purchased, the free shipping is applied.
[0268] Thereafter, when the user 10 makes an input 774 saying
"Certainly, . . . what should I do", the information provision
system 1 determines that now, it is recommendation timing and
causes a seasonal recommendation sentence included in
recommendation information related to the commodity AA03 and
campaign information included in discount information stored in the
commodity data 262 to be displayed as a response 775.
[0269] Here, when the user 10 makes an input 776 saying "Hm, well,
I'll buy it!", the information provision system 1, because the user
10 has accepted the recommended commodity, performs addition by a
predetermined number to a score of the picky-about item "accepting
recommendation". In addition, when due to this, the user type is
changed, as described above, the member information data 261 is
updated.
[0270] Base on the indication of the intention of the purchase by
the user 10 (input 776), the information provision system 1 causes
words of thanks and a comment of recommendation from recommendation
information related to the commodity AA03 (stored in the commodity
data 262) to be displayed (response 777). The information provision
system 1 shifts the conversation screen to a cart information
confirmation screen for conducting a procedure of purchasing
(display processing 778). In addition, at this time, the
information provision system 1 stores the commodity AA03 in the
purchase history data 272 so as to be associated with the user 10.
In addition, success rates of recommended commodities may be
separately registered.
[0271] Next, with reference to FIG. 36, a typical pattern of the
above-described user serving processing in the information
provision system 1 according to the present embodiment will be
described. FIG. 36 is a flowchart showing a typical procedure of
the user serving processing.
[0272] First, at step S31, logging-in by the user 10 is accepted. A
user ID and a password inputted from the user terminal 100 of the
user 10 (for example, from a top screen of Internet shopping) are
authenticated based on the member information data 261 in the
information provision system 1. When the authentication thereof is
OK, the processing proceed to the next step, and when the
authentication thereof is not OK, an error message is outputted
onto the user terminal 100.
[0273] Next, at step S32, based on contents of utterance (input) by
the user 10, extracted key words, and the like, the information
provision system 1 determines either to provide the user 10 with
information pertinent to recommended commodities (that is, to make
recommendation) or to wait for utterance by the user 10 (that is,
to make a hearing).
[0274] When it is determined that the hearing is made, the
processing proceeds to step S33, the information provision system 1
waits for the utterance by the user 10 there, and further, outputs
a response so as to draw out utterance related to commodity
preference of the user 10, thereby having a conversation with the
user 10. Next, at step S34, the information provision system 1
determines whether or not to continue the conversation with the
user 10, and upon determining from contents of the utterance by the
user 10 that the user 10 is not interested in a commodity or
commodities or purchasing the commodity or the commodities (NO at
step S34), the processing is finished.
[0275] Upon determining therefrom that the user 10 is interested in
the commodity or commodities or purchasing the commodity or the
commodities (YES at step S34), the processing returns to step S32
again, and the determination as to either the recommendation or the
hearing is repeated.
[0276] At step S32, upon determining that the recommendation is
made, the processing proceeds to step S35, and there, based on a
user type of the user 10, contents of the utterance, a purchase
history, and the like, a recommended commodity or commodities is or
are determined. The determination of the recommended commodity or
commodities is conducted, for example, in the procedure shown in
the flowchart in FIG. 17. Next, at step S36, the information
provision system 1 controls the display of the user terminal 100 to
display the determined recommended commodity (or a list of
recommended commodities) (for example, causes the commodity display
part corresponding to the commodity display part 126 to display the
determined recommended commodity).
[0277] Next, at step S37, it is determined whether or not the user
10 is interested in the displayed recommended commodity or
commodities, and when the user 10 is not interested in the
displayed recommended commodity or commodities (NO at step S37),
with the conversation being continues, the processing returns to
step S32 again, and the determination as to either the
recommendation or the hearing is repeated.
[0278] At step S37, when it is determined that the user 10 is
interested in the displayed recommended commodity or commodities
(YES at step S37), at step S38, further detailed information
pertinent to the recommended commodity or commodities (for example,
positive comments such as words of recommendation, campaign
information, and comments of customers) is displayed, and the user
10 is prompted to click a commodity icon displayed in the commodity
display part.
[0279] Next, at step S39, it is determined based on utterance and
behavior of the user 10 whether or not the user 10 has intention of
purchasing. At step S39, upon determining that the user 10 has no
intention of purchasing (NO at step S39), with the conversation
being continued, the processing returns to step S32 again, and the
determination as to either the recommendation or the hearing is
repeated.
[0280] Upon determining that the user 10 has the intention of
purchasing (YES at step S39), at step S40, a flow of the procedure
of purchasing is executed, and information related to a procedure
required for purchasing the commodity is provided for the user
10.
[0281] Next, with reference to FIG. 37, in the information
provision system 1 according to the present embodiment, how to
determine recommendation timing at which the recommended commodity
is displayed and how to recommend a commodity will be described.
FIG. 37 is a diagram showing several examples in which kinds of
inputs by user 10, determination on the kinds of inputs, and final
policies of recommendation based on the determination on the kinds
of inputs are shown.
[0282] In a NO. 1 pattern in FIG. 37, when key words such as "So it
is", "It's true", and "Certainly" are extracted from the input by
the user 10, it is determined that the user 10 shows simple
affirmation; and when key words such as "I'm not so sure" and "Not
really" are extracted therefrom, it is determined that the user 10
shows simple negation.
[0283] In a NO. 2 pattern in FIG. 37, when key words such as "Aye",
"It is so", "I know it", and "it's nice" are extracted from the
input by the user 10, it is determined that the user 10 shows
interest; and when key words such as "Is there anything else?" are
extracted therefrom, it is determined that the user 10 shows no
interest.
[0284] In a NO. 3 pattern in FIG. 37, when an input by the user 10
is a comment "it is inorganic feeling, rather than cool one, isn't
it", such an input is determined to be a comment including
evaluation items such as a design, a price, a function, usability,
and reputation.
[0285] In a NO. 4 pattern in FIG. 37, when an input by the user 10
is a comment "Certainly, the design is good, but the price is . . .
", it is determined that the user 10 shows composite negation. In
addition, in a NO. 5 pattern, when an input by the user 10 is a
comment "Is there any benefit for a member?", the input is
classified as other kind.
[0286] In the above-described NO. 1 to NO. 3 patterns, the
information provision system 1 controls the recommendation in
accordance with a scenario so as to proceed to a flow in which that
commodity or a commodity different from that commodity is
recommended while probing whether the user 10 has purchasing
willingness, as recommendation policy.
[0287] On the other hand, in the above-described NO. 4 pattern,
when comments of affirmation and negation related to evaluation
target items are inputted, the information provision system 1
recommends a commodity by providing follow-up information pertinent
to the targeted evaluation items and adding other evaluation items
and controls the recommendation in accordance with a scenario so as
to proceed to a flow in which that commodity or a commodity
different from that commodity is recommended while probing whether
the user 10 has purchasing willingness, as recommendation
policy.
[0288] In addition, in the above-described NO. 5 pattern, on
condition that there is no relation with the above-described
patterns, when the user 10 makes an input or after that input, the
information provision system 1 makes a confirmation for that input
and controls the recommendation in accordance with a scenario so as
to introduce the next commodity or stand by as it is.
[0289] Next, with reference to FIG. 38, an example of a hardware
configuration of a computer constituting the information provision
server 200 in the information provision system 1 according to the
embodiment of the present invention will be described. It is to be
noted that the configuration of the information provision server
200 shown in FIG. 38 merely exemplifies a representative
configuration.
[0290] The information provision server 200 includes a CPU (Central
Processing Unit) 1001, a RAM (Random Access Memory) 1002, a ROM
(Read Only Memory) 1003, a network interface 1004, an audio control
part 1005, a microphone 1006, a speaker 1007, a display controller
1008, a display 1009, an input device interface 1010, a keyboard
1011, a mouse 1012, an external storage device 1013, an external
recording medium interface 1014, and a bus 1015 mutually connecting
these constituent parts.
[0291] The CPU 1001 controls operation of the respective
constituent parts in the information provision server 200 and under
the control of OS, controls execution of the input analysis part
202, the response control part 203, and the like according to the
present invention.
[0292] The RAM 1002 has temporarily stored therein programs for
executing each processing executed by the CPU 1001 and data used
during executing each of these programs. The ROM 1003 has stored
therein programs and the like executed upon booting the information
provision server 200.
[0293] The network interface 1004 is an interface for connecting to
the network 1020. The network 1020 is, for example, a network
between the information provision server 200 and the user terminal
100 and correspond to the network 300 shown in FIG. 1.
[0294] The audio control part 1005 controls the microphone 1006 and
the speaker 1007, controlling inputting and outputting of voice.
The display controller 1008 is a dedicated controller for actually
processing drawing instructions issued by the CPU 1001. The display
1009 is a display device constituted of, for example, an LCD
(Liquid Crystal Display) or a CRT (Cathode Ray Tube). The display
1009 can also be constituted of a touch panel display which can be
operated by touching.
[0295] The input device interface 1010 receives signals inputted
from the keyboard 1011 and the mouse 1012 and transmits, to the CPU
1001, predetermined commands in accordance with signal
patterns.
[0296] The external storage device 1013 is, for example, a storage
device such as a hard disk and a semiconductor memory and has
stored therein the above-mentioned programs and data, and upon
executing the programs, as needed, the above-mentioned programs and
data are loaded to the RAM 1002. For example, the information
provision management DB 250 shown in FIG. 1 and the like can be
stored in the external storage device 1013.
[0297] The external recording medium interface 1014 accesses the
external recording medium 1030 and reads data recorded therein. The
external recording medium 1030 is, for example, a portable flash
memory, a CD (Compact Disc), a DVD (Digital Versatile Disc), or the
like. Programs, executed by the CPU 1001, for realizing the
respective functions of the present invention are provided via this
external recording medium interface 1014 from the external
recording medium 1030. In addition, as other distribution form in
which the programs for realizing the respective functions of the
present invention are provided, a route or the like in which the
programs and the like are provided from a predetermined server on a
network via the network 1020 and the network interface 1004 and
stored in the external storage device 1013 or the RAM 1002 can also
be considered.
[0298] The one example of the hardware configuration of the
information provision server 200 in the information provision
system 1 according to the one embodiment of the present invention
is described. Basically, the user terminal 100 according to the
present invention also is a computer having the same configuration
as above. However, here, as for the information provision server
200, the audio control part 1005, the microphone 1006, the speaker
1007, the display controller 1008, the display 1009, the input
device interface 1010, the keyboard 1011, and the mouse 1012 are
not indispensable constituent parts.
[0299] It is to be noted that although hereinabove, the information
provision system 1 according to the one embodiment of the present
invention is described by illustrating the specific examples which
allow the present invention to be implemented, each of these
specific examples is merely one example for describing the present
invention, and the scope of the right of the present invention is
not limited to these specific examples. By employing various other
methods and configurations, the technical idea of the present
invention can be realized.
REFERENCE SIGNS LIST
[0300] 1 information provision system [0301] 10 user [0302] 100
user terminal [0303] 200 information provision server [0304] 250
information provision management DB [0305] 300 network [0306] 1001
CPU [0307] 1002 RAM [0308] 1003 ROM [0309] 1004 network interface
[0310] 1005 audio control part [0311] 1006 microphone [0312] 1007
speaker [0313] 1008 display controller [0314] 1009 display [0315]
1010 input device interface [0316] 1011 keyboard [0317] 1012 mouse
[0318] 1013 external storage device [0319] 1014 external recording
medium interface [0320] 1015 bus
* * * * *