Dialog control system

• US 20030202017A1
• Filed: 10/15/2002
• Published: 10/30/2003
• Est. Priority Date: 04/28/2000
• Status: Abandoned Application

• Current Assignee: Fujitsu Limited
• Original Assignee: Fujitsu Limited
• Inventors: Okumura, Hitoshi, Uwabu, Yuichi, Miyata, Ryosuke, Fukuoka, Toshiyuki
• Application Number:
  US10/270,102
• Publication Number:
  US 20030202017A1
• Time in Patent Office: Days
• US Class Current: 715/809
• CPC Class Codes: G06Q 30/06 Buying, selling or leasing transactions

Abstract

There is provided a system for controlling a dialog flow so that a user can purchase goods with the feeling closer to face-to-face sales in the sales of goods using the Internet.

A dialog with a user is input/output via a dialog interface 10. A dialog contents analyzing part 20 analyzes the contents of a dialog input by the user. A feature value control part 40 extracts/manages a feature value to be a parameter for evaluating the state of the user from the analysis results. A dialog flow control part 70 controls a dialog flow by dynamically inferring the contents of a dialog to be output to the user, based on the feature value of a feature value control part 40, a dialog history of a dialog contents history holding part 30, goods knowledge of a goods knowledge part 50, a goods sales strategy of a goods sales strategy knowledge part 60, and held dialog knowledge 71. A dialog expression expressing part 80 generates/outputs the expression of a dialog representing the contents of the dialog inferred by the dialog flow control part 70, based on dialog expression knowledge 81.

Claims

1. A dialog control system, comprising:

a dialog interface for inputting/outputting a dialog with a user;

a dialog contents analyzing part for analyzing contents of the dialog input by the user;

a feature value control part for extracting/managing one or a plurality of feature values to be parameters for evaluating a state of the user based on analysis results of the contents of the dialog by the dialog contents analyzing part;

a goods knowledge part for holding goods knowledge;

a goods sales strategy knowledge part concerning a goods sales strategy; and

a dialog flow control part including dialog knowledge, for controlling a dialog flow by inferring contents of a dialog to be output, based on the feature values from the feature value control part, the goods knowledge of the goods knowledge part, the goods sales strategy of the goods sales strategy knowledge part, and the dialog knowledge,

wherein the dialog flow is controlled in accordance with the state of the user.

2. A dialog control system according to claim 1, comprising a dialog contents history holding part for holding a history of the contents of the dialog,

wherein the dialog flow control part controls the dialog flow by inferring the contents of the dialog to be output, based on a dialog history from the dialog contents history holding part, the feature values from the feature value control part, the goods knowledge of the goods knowledge part, the goods sales strategy of the goods sales strategy knowledge part, and the dialog knowledge.

3. A dialog control system according to claim 1, comprising a dialog expression generating part having dialog expression knowledge holding knowledge regarding a dialog expression, for generating/outputting the contents of the dialog inferred by the dialog flow control part as a dialog expression in accordance with attributes of the user.

4. A dialog control system according to claim 1, wherein one of the feature values represents reliability of a sales entity of the user, and

the dialog contents analyzing part analyzes/extracts contents representing the reliability of the sales entity of the user from the contents of the dialog input by the user, and increases/decreases the feature values representing the reliability.

5. A dialog control system according to claim 4, comprising a user recognizing part for recognizing a user individually and a timer for managing an access time on a user basis,

wherein the feature values include a feature value representing an elapsed time from a previous access time to a current access time on a user basis and a feature value representing an access frequency on a user basis, and

the feature value representing the reliability of the sales entity of the user extracted by the dialog contents analyzing part is combined with the feature value representing the elapsed time and the feature value representing the access frequency to evaluate the reliability of the sales entity of the user.

6. As dialog control system according to claim 1, wherein one of the feature values is a feature value representing a demand of the user for goods regarding a function and quality,

the dialog flow control part controls a flow of the contents of the dialog by inferring the contents of the dialog to be output so as to obtain contents of a dialog for extracting the demand of the user for the goods as a demand investigation mode, and

the dialog flow control part infers goods matching or satisfying the feature value representing the demand of the user for the goods, based on a dialog history of the demand of the user for the goods and the goods knowledge of the goods knowledge part, and deals with the goods as recommended goods.

7. A dialog control system according to claim 6, wherein the sales entity comprises a recommended goods specifying part for specifying goods of which sales is recommended,

the goods knowledge part contains information on the recommended goods, information on comparison goods to be a comparison object belonging to a goods category to which the recommended goods belong, and information on an advantage of the recommended goods with respect to the comparison goods, and

the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents presenting the information on the advantage of the recommended goods to the user based on specification of the recommended goods input from the recommended goods specifying part.

8. A dialog control system according to claim 7, wherein the goods knowledge part comprises disadvantage information on a disadvantage of the comparison goods with respect to the recommended goods, and

the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents presenting the information on the disadvantage of the comparison goods before obtaining contents presenting the information on the advantage of the recommended goods to the user.

9. A dialog control system according to claim 7, wherein one of the feature values represents a demand of the user for goods regarding a function and quality, in a case where the feature value representing the demand does not satisfy a predetermined value, the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents of a dialog for obtaining the demand of the user for the goods as a demand investigation mode, and

in a case where a predetermined time has passed after shifting to the demand investigation mode, the demand investigation mode is completed, and the recommended goods specifying part presents the recommended goods.

10. A dialog control system according to claim 7, wherein one of the feature values represents a demand of the user for goods regarding a function and quality, in a case where the feature value representing the demand does not satisfy a predetermined value, the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents of a dialog for obtaining the demand of the user for the goods as a demand investigation mode before obtaining contents presenting the information on the advantage of the recommended goods to the user.

11. A dialog control system according to claim 7, wherein one of the feature values represents a demand of the user for goods regarding a function and quality, in a case where the feature value representing the demand does not satisfy a predetermined value, the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents of a dialog for obtaining the demand of the user for the goods as a demand investigation mode, and

in a case where the feature value representing the demand satisfies the predetermined value, the dialog flow control part infers goods matching or satisfying the feature value representing the demand of the user for the goods, based on a dialog history of the demand of the user for the goods and the goods knowledge of the goods knowledge part, and deals with the goods as recommended goods.

12. A dialog control system according to claim 11, wherein, in a case where the recommended goods are inferred, the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents of a dialog for asking the user a question of confirming whether or not the user intends to purchase goods if goods satisfying the demand are recommended, before setting the dialog flow to contents for suggesting the recommended goods.

13. A dialog control system according to claim 7, wherein the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents for presenting the information on the advantage of the recommended goods and describing the information on the disadvantage of the recommended goods and information on the disadvantage of the other goods while using the information on a function of the goods satisfying the demand of the user.

14. A dialog control system according to claim 1, wherein the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents for getting satisfaction points and dissatisfaction points regarding the goods purchased by the user

15. A dialog control system according to claim 1, wherein the dialog flow control part controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents for asking the user whether or not the user recommends the same goods to an acquaintance, and in a case of obtaining contents of a dialog of an answer that the user recommends the same goods, controls a flow of contents of a dialog by inferring the contents of the dialog to be output so as to obtain contents for seeking for information on the acquaintance containing address information of the acquaintance on the Internet, thereby obtaining the information on the acquaintance.

16. A dialog control system according to claim 1, wherein the dialog flow control part controls a flow of contents of a dialog by checking a dialog history and utilizing a number of histories on a basis of contents of questions from the system to the user, a number of histories on a basis of contents of explanations from the system to the user, a ratio of a number of dialog outputs from the system to the user with respect to a number of dialog inputs from the user to the system, and a ratio of a time of a dialog output from the system to the user with respect to a time of a dialog input from the user to the system, thereby inferring the contents of the dialog to be output.

17. A dialog control system according to claim 1, wherein the dialog flow control part controls, as development of the dialog flow, a dialog flow by classifying contents of questions from the system to the user based on whether answers to the questions from the user to the system are in a selection answer form or in a free answer form, in a case where there are a plurality of questions from the system to the user, and giving a higher priority on the latter rather than the former.

18. A dialog control system according to claim 1, wherein the dialog flow control part controls, as development of the dialog flow, a dialog flow by ranking contents of questions from the system to the user in accordance with a privacy level in a case where there are a plurality of questions from the system to the user, and giving a higher priority on a question at a lower privacy level.

19. A dialog control system according to claim 1, wherein in a client server system using the Internet,

the dialog contents analyzing part, the dialog contents history holding part, the feature value control part, the goods knowledge part, the dialog flow control part, and the dialog expression generating part are provided on a server side, and

the dialog interface is provided on a client side,

whereby a dialog of sales with the user is realized on the Internet.

20. A computer-readable recording medium storing a processing program including processing operations for realizing a dialog control system that controls a dialog flow in accordance with a state of a user, the processing program comprising:

dialog interface control processing of inputting/outputting a dialog with the user;

dialog contents analysis processing of analyzing contents of the dialog input by the user;

feature value control processing of extracting/managing one or a plurality of feature values to be parameters for evaluating the state of the user based on analysis results of the contents of the dialog by the dialog contents analysis processing;

goods knowledge control processing of holding goods knowledge;

goods sales strategy knowledge control processing concerning a goods sales strategy; and

dialog flow control processing of controlling a dialog flow by inferring contents of a dialog to be output to the user, based on dialog knowledge, the feature values in the feature value control processing, the goods knowledge in the goods knowledge control processing, and the goods sales strategy in the goods sales strategy knowledge control processing.