Search

JP-2026075345-A - Information processing device and program

JP2026075345AJP 2026075345 AJP2026075345 AJP 2026075345AJP-2026075345-A

Abstract

[Problem] To provide an evaluation method for real staff that takes into account the activity record of virtual users acting as representatives of real users. [Solution] In the information processing device, the processor 11 comprises: a real staff activity information acquisition unit 111 that receives information relating to the activities of real staff from an SNS server or a blog server; a real staff activity performance score calculation unit 112 that calculates the activity performance score of real staff based on the received information; a virtual staff activity information receiving unit 113 that receives information relating to the activities of virtual staff acting as proxies for real staff on an e-commerce site from an e-commerce site server; a virtual staff activity performance score calculation unit 114 that calculates the activity performance score of virtual staff on an e-commerce site based on the received information; and a total score calculation unit 117 that calculates a total score for real staff by adding the virtual staff activity performance score to the real staff activity performance score in at least one of the SNS and blog services. [Selection Diagram] Figure 5

Inventors

  • 高松 睦
  • 渡辺 求
  • 高島 孝太郎

Assignees

  • ＡＩＱ株式会社

Dates

Publication Date
20260508
Application Date
20241022

Claims (11)

  1. A first receiving unit receives information relating to the activity records of actual staff members in at least one of the SNS server and blog server, from at least one of the SNS server and blog server that provides functions related to the blog service. A real staff activity performance score calculation unit calculates a real staff activity performance score, which represents the degree of activity performance of the real staff in at least one of the SNS and the blog service, based on the information relating to the activity performance of the real staff that has been received. A second receiving unit receives information from an e-commerce site server that provides functions related to the e-commerce site, regarding the activity record of virtual staff who are dispatched on behalf of the actual staff in response to a request from the e-commerce site server on the e-commerce site, A virtual staff activity performance score calculation unit calculates a virtual staff activity performance score that represents the degree of activity performance of the virtual staff on the e-commerce site based on the received information relating to the activity performance of the virtual staff, A total score calculation unit calculates the total score of the actual staff by adding the virtual staff activity performance score to the actual staff activity performance score, An information processing device equipped with the following.
  2. The actual staff activity performance score calculation unit calculates, based on the received information relating to the actual staff's activity performance, an actual staff activity evaluation score that evaluates the content of the actual staff's proactive activities on at least one of the SNS and the blog service, and an actual staff performance evaluation score that represents the evaluation of others' proactive activities by the actual staff, and calculates the actual staff activity performance score based on the actual staff activity evaluation score and the actual staff performance evaluation score. The information processing apparatus according to claim 1.
  3. The aforementioned real-world staff activity evaluation score is calculated based on the number of posts made by the real-world staff to at least the aforementioned SNS and blog service. The information processing apparatus according to claim 2.
  4. The aforementioned performance evaluation score for the actual staff member is calculated based on, at least, the number of followers following the account of the actual staff member on the aforementioned SNS and blog service, and the number of impressions representing the number of times the article posted by the actual staff member has been displayed. The information processing apparatus according to claim 2.
  5. The virtual staff activity performance score calculation unit calculates a virtual staff activity evaluation score that evaluates the content of customer service activities by the virtual staff on the e-commerce site and a virtual staff performance evaluation score that evaluates the results of customer service activities by the virtual staff, based on the received information relating to the activity performance of the actual staff, and calculates the virtual staff activity performance score based on the virtual staff activity evaluation score and the virtual staff performance evaluation score. The information processing apparatus according to claim 1.
  6. The virtual staff activity evaluation score is calculated based on the number of customers served by the virtual staff, at least on the e-commerce site. The information processing apparatus according to claim 5.
  7. The virtual staff performance evaluation score is calculated based on the sales amount generated by the virtual staff, at least on the e-commerce site. The information processing apparatus according to claim 5.
  8. The information processing apparatus according to claim 1, further comprising a distribution calculation unit that calculates the distribution amount to the actual staff or the percentage of the distribution amount to the actual staff based on the overall score of the actual staff.
  9. An information processing device that calculates an overall evaluation of a real user based on the activity record of a real user on at least one of a social networking service (SNS) and a blogging service, and the activity record of a virtual user acting as a proxy for the real user.
  10. An information processing device that calculates an overall evaluation of a real user based on the activity record of a virtual user acting as a proxy for a real user.
  11. A computer connected to at least one of the following servers: an SNS server that provides SNS-related functions and a blog server that provides blog service functions, A means for receiving information relating to the activities of actual staff members in at least one of the SNS server and the blog server, A means for calculating a real staff activity performance score, which represents the degree of activity performance of the real staff, based on the received information relating to the activity performance of the real staff, in at least one of the SNS and the blog service, A means for receiving information from an e-commerce site server that provides functions related to an e-commerce site, regarding the activities of virtual staff who are dispatched on behalf of real staff in response to requests from the e-commerce site server on the e-commerce site, A means for calculating a virtual staff activity performance score that represents the degree of activity performance of the virtual staff on the e-commerce site, based on the received information relating to the activity performance of the virtual staff, A program that functions as a means for calculating the overall score of a real staff member by adding the virtual staff member activity performance score to the real staff member activity performance score in at least one of the SNS and the blog service.

Description

This disclosure relates to an information processing device and a program. Currently, e-commerce sites (online sales) for apparel and other products are commonplace, and it is anticipated that opportunities to open virtual stores in online shopping malls (metaverse) on the internet will increase in the future. In this context, providing one-on-one customer service—where staff interact with users to recommend products, uncover user needs and create desired items, and address various inquiries—is considered crucial from a sales promotion perspective, just as it is for physical stores. Generally, the number of users visiting e-commerce sites is significantly higher than the number of customers visiting physical stores. Therefore, it's not practical for real staff to provide individual customer service to every user visiting an e-commerce site. The idea is to create virtual staff (also called digital staff) on a computer to serve users in place of real staff. However, there has been no method to evaluate real staff by taking into account the customer service provided by virtual staff and the sales generated by that service. Figure 1 is a diagram showing the overall system configuration including the information processing device according to this embodiment.Figure 2 shows the hardware configuration of the information processing device shown in Figure 1.Figure 3 shows an example of a rule sheet for evaluating the activity performance of actual staff members, stored in the memory device shown in Figure 2.Figure 4 shows an example of a rule sheet for evaluating the activity performance of virtual staff stored in the memory device shown in Figure 2.Figure 5 shows the functional configuration of the information processing device shown in Figure 2.Figure 6 shows the data flow of the overall system in Figure 1 and the processing of the information processing device.Figure 7 shows an example of the chat room shown in Figure 6.Figure 8 is a diagram that assists in explaining the effects of the information processing device according to this embodiment.Figure 9 shows the functional configuration of an information processing device according to a modified example of this embodiment.Figure 10 is a supplementary diagram illustrating the processing of the distribution calculation unit shown in Figure 9. Embodiments of the present invention will be described below with reference to the drawings. The inventors anticipate that in the future, virtual staff on the internet, acting as agents or substitutes for real staff, will be dispatched to e-commerce sites to actually serve customers. They believe that an evaluation method is needed that takes into account the customer service and sales generated by these virtual staff as part of the evaluation of the real staff from which the virtual staff were created, and thus arrived at the present invention. In this embodiment, "real staff" refers to actual store staff who sell products such as clothing, while "virtual staff" refers to virtual staff on the internet who act as agents or substitutes for the real staff. For example, virtual staff members are made to use AI to generate responses to customer statements by referencing content actually created and posted by real staff members themselves on social networking services (SNS), which are community-type services that promote and support connections between real people, and blog services, where users post and display articles about their daily lives and thoughts. This ensures that the content of the virtual staff member's statements sounds as if it were spoken by the real staff member it represents, and that it uses language that the real staff member would likely use, making it natural and believable. Of course, the virtual staff member may also be software created based on the profile information, behavioral history, and preference information of the real staff member it represents. Examples of social networking services (SNS) include Instagram (registered trademark), Facebook (registered trademark), and Twitter (registered trademark), which is currently known as X. Examples of blogging services include FC2 (registered trademark). Examples of e-commerce sites include e-commerce malls such as Rakuten (registered trademark), but brand-owned e-commerce sites operated directly by the company's own brand are also acceptable. The information processing device according to this embodiment is a computer device that has the function of comprehensively evaluating real staff by taking into account the activity record of real staff on SNS and blog services, as well as the activity record of virtual staff on e-commerce sites. Typically, it is configured as follows. As shown in Figure 1, the information processing device 1 according to this embodiment is typically connected to an internet network 9 as a communication network, along with an SNS server 2-1 that provides SNS, a blog service server 2-2 that provides blog services, an e-commerce site s