JP2026011285A - Business negotiation support system, business negotiation support method - Google Patents

Abstract

[Challenge] To smoothly proceed with business negotiations.
[Solution] The system includes a first acquisition unit that acquires first vital data, which is the measurement result of vital data, from the customer while the salesperson and the customer are conversing before the product is explained; a second acquisition unit that acquires second vital data, which is the measurement result of a vital sensor from the customer while the salesperson is explaining the product to the customer; an emotion estimation unit that estimates first emotion data that represents an emotion corresponding to the first vital data and second emotion data that represents an emotion corresponding to the second vital data; and a countermeasure data generation unit that generates countermeasure data that represents a change to at least one of the salesperson and the product depending on a combination of whether the type of emotion represented by the first emotion data is negative and whether the type of emotion represented by the second emotion data is negative.
[Selected Figure] Figure 1

Description

The present invention relates to a business negotiation support system and a business negotiation support method.

When selling a product, there are cases where the salesperson and the customer meet face-to-face and explain the product to sell the product, etc. For example, a salesperson and a customer may negotiate to have the customer decide on the interior design for a renovation, or to sell insurance or banking products.
In this case, the customer may be attracted to the product and purchase it, but may also be attracted to the personality of the salesperson and purchase the product if it is recommended by that salesperson.

Japanese Patent Application Laid-Open No. 2002-063336

However, even if a customer finds a product attractive, they may not purchase it if they feel they are not compatible with the salesperson. In this case, the customer may recognize that the reason they are not purchasing the product is because they are not compatible with the salesperson, but they may not necessarily recognize this. Therefore, even if a customer is surveyed, it is difficult to understand the reasons why they did not make a purchase.
On the other hand, even if a customer appears to be interested in purchasing a product, the salesperson may not be able to make a sale. In this case, various factors may be considered, such as the customer having the impression that they are not compatible with the salesperson, or the product being explained does not match the customer's needs, but it is difficult to grasp the factors.
Because it is difficult to grasp these factors, it is not easy to proceed with business negotiations smoothly.

The present invention was made in light of these circumstances, and its purpose is to provide a business negotiation support system and method that can smoothly advance business negotiations.

In order to solve the above-mentioned problems, one aspect of the present invention is a sales negotiation support system having a first acquisition unit that acquires first vital data, which is the measurement result of vital data, from a customer while the salesperson and the customer are conversing before the product is explained; a second acquisition unit that acquires second vital data, which is the measurement result of a vital sensor from the customer while the salesperson is explaining the product to the customer; an emotion estimation unit that estimates first emotion data that represents an emotion corresponding to the first vital data and second emotion data that represents an emotion corresponding to the second vital data; and a countermeasure data generation unit that generates countermeasure data that indicates a change to at least one of the salesperson and the product, depending on a combination of whether the type of emotion represented by the first emotion data is negative and whether the type of emotion represented by the second emotion data is negative.

Another aspect of the present invention is a sales negotiation support method executed by a computer, which includes: acquiring first vital data, which is the measurement result of vital data, from a customer during a conversation between a salesperson and the customer before a product explanation is given; acquiring second vital data, which is the measurement result of a vital sensor, from the customer during the salesperson's explanation of the product; estimating first emotion data representing an emotion corresponding to the first vital data; and second emotion data representing an emotion corresponding to the second vital data; and generating countermeasure data representing a change to at least one of the salesperson and the product depending on a combination of whether the type of emotion represented by the first emotion data is negative and whether the type of emotion represented by the second emotion data is negative.

As explained above, this invention allows factors to be narrowed down, and countermeasures can be considered taking into account the narrowed down factors, allowing business negotiations to proceed smoothly.

1 is a schematic block diagram showing the configuration of a business negotiation support system S according to an embodiment of the present invention. FIG. 2 is a functional block diagram showing an outline of functions of an information processing device 30. 3 is a flowchart illustrating the operation of the business negotiation support system S. FIG. 10 is a diagram illustrating an example of generated data.

A business negotiation support system according to an embodiment of the present invention will be described below with reference to the drawings.
FIG. 1 is a schematic block diagram showing the configuration of a business negotiation support system S according to an embodiment of the present invention.
The business negotiation support system S includes a terminal device 10, a vital sensor 15, a learning device 20, an information processing device 30, and an output device 40. The business negotiation support system S is used in situations where business negotiations are conducted in which a sales representative explains a product G to a customer. This business negotiation is conducted, for example, face-to-face between the sales representative and the customer.

The terminal device 10 is an electronic device that is communicatively connected to both the vital sensor 15 and the information processing device 30, and may be, for example, a smartphone, tablet, personal computer, etc.

Vital sensor 15 detects the pulse, breathing, and other vital signs of the subject (here, customer C) from the body surface movements, and generates vital data representing the detection results. Vital data is data in which values representing the measurement results are arranged in chronological order.

The vital sensor 15 may be a contact type that senses the living body of the subject by coming into contact with a part of the subject's body, or a non-contact type that senses the living body without coming into contact with the subject. If the vital sensor 15 is a non-contact type, it will sense the living body by, for example, irradiating the user to be measured with microwaves using a Doppler sensor and detecting the living body based on the reflected waves. The distance from the user that the non-contact vital sensor 15 can measure is arbitrary, but it is also possible to use a model that can perform measurements from a distance of, for example, about 10 cm to several meters.

When the non-contact vital sensor is installed indoors, for example, it may be attached to a wall, ceiling, fixtures, furniture, a table, etc., and used to measure customer C's vital signs.
Non-contact vital signs sensors are increasingly being installed and used in businesses and homes, creating an environment where they can be easily used.
When a non-contact vital sensor is used, the user does not need to wear a sensor to estimate emotions, so there is no bothersomeness in wearing it. For example, there is a technology in which a sensor for measuring brain waves is worn on the head and emotions are estimated based on the brain waves, but when a non-contact vital sensor is used, there is no need to wear such a sensor on the head.
For example, in a reception booth where business negotiations take place, by installing a non-contact vital sensor near the wall or ceiling, vital data can be measured without the customer C having to wear a vital sensor.

The contact-type vital sensor may be, for example, an existing electronic device that is built into a wristwatch and sold. Such wristwatch-type vital sensors are widely available, and the number of users who already own them is increasing. Furthermore, even if the contact-type vital sensor is not built into a wristwatch, it may be a wearable type that can be worn on the wrist, arm, chest, abdomen, or the like.
In this way, at least one of a contact type and a non-contact type may be used as the vital sensor.

The vital sensor 15 is connected to the terminal device 10 via wireless communication after a pairing process is performed, and the measurement results, i.e., vital data, can be transmitted to the terminal device 10 wirelessly or via a wired connection. By associating the device identification information assigned to the terminal device 10 with the business negotiation schedule and registering it in advance in the information processing device 30, it is possible to determine which business negotiation the vital data was acquired from, and also to identify whether it is data for customer C, the business negotiation partner.

The contact-type vital sensor 15 may be attached to the customer C to be measured, and vital data may be transmitted to the information processing device 30 via the terminal device 10 placed near the customer C wearing the sensor.
The non-contact vital sensor 15 may acquire vital data of the person being measured from a position away from the customer C, and transmit the vital data to the information processing device 30 via a terminal device 10 installed near the vital sensor 15.

Furthermore, the vital sensor 15 may be communicably connected to the information processing device 30 via a network or the like, without going through the terminal device 10. In this case, the identification information of the device assigned to the vital sensor 15 is associated with the business negotiation schedule and registered in the information processing device 30, making it possible to determine which business negotiation the vital data was acquired from and to identify which user the vital data transmitted from the vital sensor 15 belongs to.

The learning device 20 performs learning using the training data and generates a trained model.
For example, the learning device 20 learns the relationship between vital data and emotions, and thereby generates an emotion estimation model (trained model) that estimates emotions from vital data.

The information processing device 30 is communicably connected to the terminal device 10, the vital sensor 15, the learning device 20, the output device 40, and the like.
The learning device 20 and the information processing device 30 may each be a physical server, or may be a cloud server provided by a cloud computing service.
The functions of the information processing device 30 may be installed in the terminal device 10, so that the information processing device 30 and the terminal device 10 are configured as an integrated unit.

The output device 40 may be used by an administrator of the organization (company, etc.) to which the sales representative belongs, in a location separate from the negotiation booth. After the negotiation is completed, the administrator can check the data transmitted from the information processing device 30 on the display screen of the output device 40 and consider whether to change the sales representative or the product being introduced to the customer. This allows the negotiation to proceed smoothly.

FIG. 2 is a functional block diagram showing an outline of the functions of the information processing device 30. As shown in FIG.
The information processing device 30 includes a communication unit 301 , a storage unit 302 , a control unit 303 , an acquisition unit 304 , a feeling estimation unit 305 , a countermeasure data generation unit 306 , and an output unit 307 .
The communication unit 301 communicates with external devices via a network.

The storage unit 302 stores various types of data.
The storage unit 302 is configured by a storage medium, such as a hard disk drive (HDD), flash memory, electrically erasable programmable read-only memory (EEPROM), random access read/write memory (RAM), read-only memory (ROM), or any combination of these storage media.
The storage unit 302 may be, for example, a nonvolatile memory.

For example, the storage unit 302 includes an emotion estimation data storage unit 3021 and a generated data storage unit 3022 .
The emotion estimation data storage unit 3021 stores emotion estimation data. The emotion estimation data is data that represents the correspondence between vital data and emotions. The emotion estimation data may be a trained model generated by the learning device 20.
The emotion estimation data may be generated by having the user perform an action specified as a measurement target, and having the learning device 20 learn, as training data, the relationship between vital data obtained by measuring the user with a vital sensor while the user is performing the action and emotions that represent the emotions felt while performing the action. The emotion estimation model generated by the learning device 20 may then be acquired by the information processing device 30 and stored in the emotion estimation data storage unit 3021.

The behavior defined as the measurement target may be viewing video content. The video content may include scenes that are likely to evoke various emotions (positive emotions, negative emotions, etc.). For example, scenes that evoke joy, scenes that are relaxing, scenes that irritate, scenes that evoke stress, scenes that evoke fatigue, etc.
The users to be measured to obtain training data may be customers who are actually involved in business negotiations, or general users who do not participate in business negotiations. In this case, it is sufficient to understand the relationship between the emotions that arise in response to the behaviors that are determined as the measurement targets and the vital data, so the users to be measured do not have to be customers.

In addition, when vital data of a user is obtained while the user is performing an action that is specified as the measurement target, the user's emotions may be determined through a questionnaire, and the combination of the vital data and the questionnaire results may be used as training data.
As a result, by inputting vital data into the emotion estimation model, the information processing device 30 can estimate emotion data from trends in changes in vital data such as heart rate and pulse rate.

The generated data storage unit 3022 stores the generated data. The generated data will be described later.

The control unit 303 controls each part of the information processing device 30.

The acquisition unit 304 acquires various data from the outside. For example, the acquisition unit 304 includes a first acquisition unit 3041 and a second acquisition unit 3042.
The first acquisition unit 3041 acquires first vital data, which is a measurement result of vital data, from the customer while the salesperson and the customer are conversing before the product explanation is given.
The second acquisition unit 3042 acquires second vital data, which is the measurement result of the vital sensor, from the customer while the salesperson is explaining the product to the customer.
Here, there may be multiple types of products introduced to the customer by the salesperson during the negotiation, and the second acquisition unit acquires the second vital data for each type of product being explained.

Here, after negotiations have begun but before the salesperson inquires about the product to the customer, vital data is measured by the vital sensor 15 while the salesperson and customer are communicating, and the measured data is acquired by the first acquisition unit 3041. Then, when the salesperson introduces the product to the customer and explains the product, vital data is measured by the vital sensor 15, and the measured data is acquired by the second acquisition unit 3042.

The emotion estimation unit 305 estimates first emotion data representing an emotion corresponding to the first vital data and second emotion data representing an emotion corresponding to the second vital data. The emotion estimation unit 305 may estimate second emotion data for each piece of second vital data obtained for each type of product.

Here, the emotion data output by the emotion estimation unit 305 as an estimation result from the vital data can be, for example, positive (pleasant) or negative (unpleasant). Positive emotions include categories such as "joy,""relaxation," and "calm." Negative emotions include categories such as "irritation,""stress," and "fatigue."
The emotion deduction unit 305 may extract any one of these emotion types as the emotion corresponding to the vital data. Furthermore, the emotion deduction unit 305 may extract the emotion type corresponding to the vital data and obtain a value representing the degree of the emotion by scoring the emotion type.

The scoring process performed by the emotion estimation unit 305 may, for example, be based on the frequency with which the user being evaluated expresses emotions based on any of the indicators such as "joy," "relaxation," "calmness," "irritation," "stress," and "fatigue" during the evaluation period (such as the communication phase period or the period in which a product is introduced during the product introduction phase).

More specifically, the degree of an emotion corresponding to the index of the subject to be evaluated may be determined by evaluating the emotion based on the cumulative time during which the emotion, whether positive or negative, is expressed.
Alternatively, the degree may be determined by making an evaluation based on the integral value (area) of the region in which positive or negative emotions are expressed.

The countermeasure data generation unit 306 generates countermeasure data indicating a change in at least one of the salesperson and the product, depending on the combination of whether the type of emotion expressed by the first emotion data is negative or not and whether the type of emotion expressed by the second emotion data is negative or not.
The countermeasure data generation unit 306 generates countermeasure data representing a change in at least one of the salesperson and the product, depending on a combination of whether the type of emotion expressed by the first emotion data is negative or not and whether the type of emotion expressed by each of the second emotion data obtained for each product is negative or not.

The countermeasure data generation unit 306 may also generate countermeasure data indicating a change in at least one of the salesperson and the product, depending on the combination of whether the type of emotion represented by the first emotion data is negative and the number of times the type of emotion represented by the second emotion data obtained for each product is determined to be negative.

Furthermore, the countermeasure data generating unit 306 causes the display screen to output which of the products should be replaced based on the countermeasure data.
The countermeasure data generation unit may generate, based on the countermeasure data, data indicating that the sales representative should be changed when the type of emotion represented by the first emotion data and the type of emotion represented by each piece of second emotion data obtained for each product are both negative.
The countermeasure data generating unit 306 may generate data on whether or not the salesperson is responsible for the problem based on the countermeasure data.

The output unit 307 outputs various data. For example, the output unit 307 outputs the countermeasure data generated by the countermeasure data generation unit 306 to the output device 40 via the communication unit 301.

The communication unit 301, control unit 303, acquisition unit 304, emotion estimation unit 305, countermeasure data generation unit 306, and output unit 307 of the information processing device 30 may be configured, for example, by a processing device such as a CPU (central processing unit) or a dedicated electronic circuit.

FIG. 3 is a flowchart illustrating the operation of the business negotiation support system S.
After the sales representative is selected in the organization, the communication phase begins when the customer arrives and the sales negotiation begins. The communication phase is the period from the start of the sales negotiation until the product is introduced.

In the communication phase, the salesperson and customer communicate by exchanging greetings, introducing themselves, and sharing recent events. At this stage, no product has yet been introduced. In the communication phase, the vital sensor 15 measures the customer's vital data (step S101) and transmits the measurement results to the information processing device 30 via the terminal device 10. The first acquisition unit 3041 of the information processing device 30 acquires the vital data measured in the communication phase. The acquired vital data may be stored in the memory unit 302.

Once negotiations have begun and a certain level of communication has been achieved, the salesperson introduces the product to the customer. The period after the product has been introduced is the product introduction phase. The product introduction phase is the period from when the product explanation begins during negotiations until the product explanation ends. The start of the product introduction phase may be notified to the information processing device 30 from the terminal device 10 by the salesperson operating the input unit of the terminal device 10 to input an instruction indicating that the product introduction phase has begun, while the salesperson is in the middle of explaining the product.

In the product introduction phase, the vital sensor 15 measures vital data of the customer (step S201) and transmits the measurement results to the information processing device 30 via the terminal device 10. The second acquisition unit 3042 of the information processing device 30 acquires the vital data measured in the product introduction phase. The acquired vital data may be stored in the storage unit 302.
In some cases, multiple types of products may be introduced to a customer during a single sales negotiation. In such cases, the salesperson will explain the multiple types of products in the order of, for example, product A, product B, and product C. Each time these three types of products are introduced in order, the vital sensor 15 transmits the vital data at the time of explanation of each product to the information processing device 30.

The emotion estimation unit 305 estimates first emotion data representing an emotion corresponding to the first vital data and second emotion data representing an emotion corresponding to the second vital data (steps S102 and S202). The first emotion data is emotion data based on the impression the customer had of the salesperson during the communication phase. Because the product has not yet been introduced, emotion data based on the customer's impression of the salesperson can be obtained without including any emotion related to the product (step S103).
The second emotion data is emotion data based on the impression the customer has of the product in response to its introduction to the customer in the product introduction phase. Here, the introduction of the product turns the customer's attention to the product, and therefore vital data is obtained that is attributable to emotions toward the product rather than emotions toward the salesperson. Therefore, by obtaining second emotion data based on the vital data measured in the product introduction phase, emotion data based on the customer's impression of the product can be obtained (step S203).

Countermeasure data generation section 306 generates countermeasure data relating to how to proceed with the business negotiation by analyzing the relationship between the first emotion data and the second emotion data (step S301).
Here, countermeasure data generation unit 306 identifies whether the type of emotion represented by the first emotion data is negative (step S302), and also identifies whether the type of emotion represented by the second emotion data is negative (step S303). Then, based on these identification results, countermeasure data generation unit 306 generates countermeasure data indicating a change in at least one of the salesperson or the product. Countermeasure data generation unit 306 then outputs the generated countermeasure data to output device 40 via output unit 307 and communication unit 301. As a result, the countermeasure data is displayed on the display screen of output device 40 using characters, symbols, etc.
In addition, there may be multiple products introduced in one business negotiation. In such cases, countermeasure data generation section 306 can generate countermeasure data in accordance with a combination of whether the type of emotion expressed by the first emotion data is negative or not and whether the type of emotion expressed by each piece of second emotion data obtained for each product is negative or not, and output the generated countermeasure data to output device 40.

4 is a diagram showing an example of generated data that represents the relationship between the results of identifying whether the type of emotion represented by the first emotion data is negative, the results of identifying whether the type of emotion represented by each piece of second emotion data obtained for each product is negative, and countermeasure data. This type of generated data may be stored in advance in storage unit 302 as rules for generating countermeasure data, and countermeasure data generation unit 306 may refer to these generation rules when generating countermeasure data, and generate the countermeasure data by reading out countermeasure data that corresponds to the combination of first emotion data and second emotion data.
The generated data includes a number, salesperson information, product information, and countermeasure data.
The number is a number that identifies the relationship between the analysis result of emotions toward the salesperson, the analysis result of emotions toward the product, and the countermeasure data.
The salesperson information indicates whether the type of emotion toward the salesperson is negative or not, based on the first emotion data. Here, "x" indicates negative, and "o" indicates positive.
The product information indicates whether the emotion toward the product is negative or not, based on the second emotion data. Here, "x" indicates negative, and "o" indicates positive.
The countermeasure data is countermeasure data corresponding to a combination of salesperson information and product information, and includes information based on whether it is better to change the salesperson or whether it is better to replace the product.

For combination number 1, the sales representative is "X", and the product information for product a, product b, and product c are all "X", and the countermeasure data corresponding to this combination is "change sales representative or replace product."
When the current negotiation, which is one of several consecutive negotiations, is completed, the countermeasure data generation unit 306 generates countermeasure data based on the generated data. If the combination is the one indicated by number 1, the countermeasure in number 1 is extracted, and the countermeasure data is output to the output device 40 via the output unit 307 and the communication unit 301.

This allows the administrator to consider whether to change the sales representative or the product being introduced at the next sales meeting. In other words, since it is clear that both the sales representative and the product may need to be changed, this countermeasure data can be used to consider how to proceed with the next sales meeting. In addition to the countermeasure data, the administrator can also take into account the sales representative's report on the results of the sales meeting and feedback from the customer to consider whether to change the sales representative in charge of the next sales meeting to a different sales representative or whether to change the product.

For example, in the combination of number 1, the customer's emotional data based on the vital data for each product indicates "negative," which means that all of the products are likely to be bad (the customer does not find them appealing). Furthermore, the customer's emotional data based on the salesperson in the salesperson information indicates "negative," which means that the customer may have a bad impression of the salesperson. In this case, even if the product information identifies a product as "negative," if the degree of "negativity" is less than a predetermined standard level (close to normal emotion), the administrator may take the countermeasure of replacing the product rather than replacing the salesperson, since even if the customer's impression of the salesperson is negative, the customer may have listened to the explanation about the product. Here, the countermeasure data generation unit 306 may output the countermeasure data, and may also output the degree of negativity of the emotional data toward the salesperson and the degree of negativity of the emotional data for each product to the output device 40 along with the countermeasure data. This allows the administrator to consider countermeasures while also taking the degree of negativity into consideration.

Also, even if the impression of the salesperson is "negative" and both products are "negative," if the degree of "negativity" for each product is greater than a predetermined standard level (more negative), a countermeasure can be taken of changing the salesperson and replacing all products. In this case, since the impression of both the salesperson and the products is poor, changing both the salesperson and the products can help to rebuild the situation from the next sales negotiation.

For the combination in number 2, the salesperson is "negative," the product information for products a and b is "positive," and product c is "negative," and the countermeasure data corresponding to this combination is "proceed with negotiations between products a and b."
By referencing this countermeasure data, the manager can proceed with the next sales negotiation for products A and B without changing the sales representative. In this case, although the customer's feelings toward the sales representative are "negative," they are "positive" toward multiple products. Therefore, even if the customer's feelings toward the sales representative are not very good, listening to the sales representative's explanation of the products may have made them aware of the value and appeal of the products, so it is possible that the compatibility between the sales representative and the customer is not necessarily bad. Therefore, the sales negotiation for products A and B can proceed without changing the sales representative.

For the combination in number 3, the salesperson is "negative," the product information for products a and c is "negative," and product b is "positive," and the countermeasure data corresponding to this combination is "change the salesperson or replace products a and c with different products."
By referring to this countermeasure data, the manager can consider whether to change the salesperson for the next sales negotiation, and whether to change products a and c. In this case, if the customer's feelings toward the salesperson are "negative" but "positive" toward product b, and the degree of "negativity" toward products a and c is lower than the reference level, it is possible that listening to the salesperson explain the products has made the customer more aware of the value and appeal of the products, and therefore it is possible that the compatibility between the salesperson and the customer is not necessarily bad. Therefore, it is possible to proceed with the sales negotiation for products a and b without changing the salesperson. Furthermore, if the manager's results show that the degree of "positive" toward product b is lower than the reference level (nearly normal emotions) and the degree of "negativity" toward products a and c is higher than the reference level, it is possible to change the salesperson without changing the products, because having a different salesperson explain the products may change the customer's impression of the products.

For the combination in number 4, the salesperson is "negative" and the product information for products a, b, and c is all "positive," and the countermeasure data corresponding to this combination is "to proceed with negotiations between products a, b, and c."
By referring to this countermeasure data, the manager can consider further negotiations for products A, B, and C at the next sales meeting without changing the sales representative. In this case, although the customer's feelings toward the sales representative are "negative," the customer's feelings toward the introduced products A, B, and C are all "positive." Therefore, the customer's awareness may be directed toward the value and appeal of the products, and it can be assumed that the compatibility between the sales representative and the customer is not necessarily bad. Therefore, it is possible to proceed with negotiations for products A, B, and C without changing the sales representative.

Here, countermeasure data including changing the sales representative, such as numbers 1 and 3, was obtained. However, if the next negotiation is to be held without changing the sales representative, vital data may be measured again using vital sensor 15 at the time of the next consultation. Then, at this next negotiation, it may be determined whether the customer's feelings toward the sales representative are positive or negative, and if negative feelings continue, the manager may change the sales representative, but if positive feelings are obtained, the manager may continue with the sales representative without changing them.

The salesperson is "positive" for all combinations of numbers 11 to 14. Therefore, the manager can consider continuing sales negotiations for the "positive" products among product a, product b, and product c in the product information in the next sales negotiation, and replacing the "negative" products as necessary.
For example, in the case of combination number 11, the manager is "positive" about the sales representative and "negative" about products A, B, and C. In this case, the reason for the difficulty in making progress in the negotiations may not be the sales representative, but rather the type of product introduced may not be good, so it may be possible to consider replacing all the products without changing the sales representative.

Furthermore, for example, combination number 12 is "positive" for the sales representative, "positive" for products a and b, and "negative" for product c, so it is possible to consider proceeding with negotiations for products a and b.

Furthermore, for example, combination number 13 is "positive" for the sales representative, "negative" for products a and c, and "positive" for product b, so it is possible to consider switching products a and c and proceeding with the sales negotiations.

Furthermore, for example, combination number 14 is "positive" for the sales representative and "positive" for products a, b, and c, so it is possible to consider proceeding with negotiations for products a, b, and c.

In the embodiment described above, countermeasure data is generated based on emotions based on vital data obtained from the customer in the communication phase and emotions based on vital data obtained from the customer in the product introduction phase. This makes it possible to consider factors taking the customer's emotions into account when identifying a cause from the various factors that may be causing difficulty in sales negotiations. As a result, if the customer's impression of the product seems good, the next sales negotiation can proceed without changing the sales representative; and if the customer's impression of the product is not good and their impression of the sales representative is also not good, it can be inferred that the cause is likely to be either the product or the sales representative. This makes it possible to narrow down the causes of difficulty in sales negotiations while taking the customer's emotions into account.

Furthermore, according to the embodiment described above, the countermeasure data generation unit 306 transmits countermeasure data to the output device 40, including information on which products should be replaced when replacing products. This makes it possible to display on the display screen of the output device 40 which products should be replaced. This allows the administrator to easily understand which products should be replaced and consider replacing them.

In the above-described embodiment, the countermeasure data generation unit 306 may determine whether the first emotion data is more positive than the second emotion data, and if the first emotion data is more positive than the second emotion data, may generate and output countermeasure data for changing the product without changing the salesperson. Furthermore, if the result of this determination shows that the first emotion data is less positive than the second emotion data, the countermeasure data generation unit 306 may generate and output countermeasure data for changing the salesperson and changing the product as necessary. Here, if multiple products are introduced in a single business negotiation, the magnitude relationship between the magnitude of ...

In addition, in the above-described embodiment, a customer's emotions can be obtained without having to survey the customer about the negotiation after the negotiation, thereby eliminating the need to have the customer answer questions in a survey. Furthermore, when a survey is conducted, it is influenced by the customer's subjective opinions, making it difficult to accurately grasp the actual customer's personality. Therefore, even if one attempts to use the survey results to infer factors that are causing negotiations to stall, the accuracy is not always sufficient. According to the above-described embodiment, there is no need to conduct a survey, and data based on emotions is collected, reducing the influence of the customer's subjective opinions and making it possible to consider factors that are causing negotiations to stall.

In the embodiment described above, it is possible to narrow down the reasons why a product is not purchased (or a deal for the introduced service) during a sales negotiation to whether they are due to the sales representative or the product. Based on the results, it is possible to take action such as changing the sales representative to another one or changing the product, thereby increasing the likelihood of resolving the reasons why the product was not purchased or a deal was not reached. This prevents the number of sales negotiations from increasing, allowing sales negotiations to proceed smoothly.

The information processing device 30 in the above-described embodiment may be implemented by a computer. In this case, a program for implementing this function may be recorded on a computer-readable recording medium, and the program may be loaded into a computer system and executed. Note that the term "computer system" herein includes hardware such as an OS and peripheral devices. Furthermore, "computer-readable recording medium" refers to portable media such as flexible disks, optical magnetic disks, ROMs, and CD-ROMs, as well as storage devices such as hard disks built into a computer system. Furthermore, "computer-readable recording medium" may also include media that dynamically store programs for a short period of time, such as communication lines used when transmitting programs over networks such as the Internet or over communication lines such as telephone lines, or media that store programs for a fixed period of time, such as volatile memory within a computer system that serves as a server or client. The program may also be a program that implements some of the above-described functions, or may be a program that can implement the above-described functions in combination with a program already stored in the computer system, or may be implemented using a programmable logic device such as an FPGA (Field Programmable Gate Array).

The above describes in detail an embodiment of the present invention with reference to the drawings, but the specific configuration is not limited to this embodiment and includes designs that do not deviate from the gist of the present invention.

10 Terminal device 15 Vital sensor 20 Learning device 30 Information processing device 40 Output device 301 Communication unit 302 Storage unit 303 Control unit 304 Acquisition unit 305 Emotion estimation unit 306 Countermeasure data generation unit 307 Output unit 3021 Emotion estimation data storage unit 3022 Generated data storage unit 3041 First acquisition unit 3042 Second acquisition unit C Customer G Product S Business negotiation support system

Claims (7)

a first acquisition unit that acquires first vital data, which is a measurement result of vital data, from the customer during a conversation between the salesperson and the customer before an explanation of the product is given;
a second acquisition unit that acquires second vital data, which is a measurement result of a vital sensor, from the customer while the salesperson is explaining the product to the customer;
a feeling estimation unit that estimates first feeling data representing a feeling according to the first vital data and second feeling data representing a feeling according to the second vital data;
a countermeasure data generation unit that generates countermeasure data indicating that at least one of the salesperson and the product should be changed, depending on a combination of whether the type of emotion expressed by the first emotion data is negative and whether the type of emotion expressed by the second emotion data is negative. The product is of multiple types,
The second acquisition unit acquires the second vital data for each type of product being explained,
the emotion estimation unit estimates second emotion data for each of the second vital data obtained for each of the commodities;
The countermeasure data generation unit
2. The sales negotiation support system according to claim 1, wherein countermeasure data indicating a change of at least one of the salesperson and the product is generated according to a combination of whether the type of emotion expressed by the first emotion data is negative and whether the type of emotion expressed by each of the second emotion data obtained for each type of product is negative. The countermeasure data generation unit
2. The sales negotiation support system according to claim 1, wherein countermeasure data indicating a change of at least one of the salesperson and the product is generated according to a combination of whether the type of emotion expressed by the first emotion data is negative and the number of times the type of emotion expressed by each of the second emotion data obtained for each of the products is determined to be negative. The countermeasure data generation unit
The sales negotiation support system according to claim 2, wherein the system outputs on a display screen which of the products should be replaced based on the countermeasure data. The countermeasure data generation unit
4. The sales negotiation support system according to claim 3, wherein, based on the countermeasure data, data indicating that the sales representative should be changed is generated if the type of emotion expressed by the first emotion data and the type of emotion expressed by each of the second emotion data obtained for each of the products are both negative. The countermeasure data generation unit
The sales negotiation support system according to claim 1 , further comprising: generating data on whether or not the salesperson is responsible for the problem based on the countermeasure data. A business negotiation support method executed by a computer, comprising:
acquiring first vital data, which is a measurement result of vital data, from the customer during a conversation between the salesperson and the customer before the product explanation;
acquiring second vital data, which is a measurement result of a vital sensor, from the customer while the salesperson is explaining the product to the customer;
estimating first emotion data representing an emotion corresponding to the first vital data and second emotion data representing an emotion corresponding to the second vital data;
generating countermeasure data indicating that at least one of the salesperson and the product should be changed, depending on a combination of whether the type of emotion expressed by the first emotion data is negative or not and whether the type of emotion expressed by the second emotion data is negative or not.