Specification
Description
Title of Invention: INFORMATION PROCESSING APPARATUS,
INFORMATION PROCESSING METHOD, AND PROGRAM
Technical Field
[0001] The present disclosure relates to an information processing apparatus capable of
providing feedback information from a user on shops such as restaurants and facilities,
and to an information processing method and a program for the information processing
apparatus.
Background Art
[0002] From the past, a user who received service from a service provider such as a
restaurant have posted, on a predetermined website, feedback information (comment,
review, and word of mouth) on the service of the service provider.
[0003] On the other hand, an administrator of the website has performed moderation
processing for checking whether the posted feedback information contains inap
propriate feedback such as slander/defamation and a biased opinion and has released
only feedback information that is considered as appropriate information on the website.
[0004] However, in the moderation processing, it is difficult to determine whether the
feedback information is slander/defamation or an opinion in a case where the service
of the service provider was poor in reality. Therefore, there is a tendency that disad
vantageous feedback information for a service provider is all deleted and only ad
vantageous (favorable) feedback information is released. In other words, released
feedback information is biased and there arises a problem that information useful to a
service user and a service provider is not practically released.
[0005] In relation to the moderation processing, Patent Literature 1 below discloses a system
in which, based on a writing count at which a specific user writes a message to a
bulletin board and a browsing count at which the message of the specific user is
browsed, an influence rate to the specific user is calculated and a score given to
specific service by the specific user is weighted in accordance with the influence rate.
Citation List
Patent Literature
[0006] PTL 1: Japanese Patent Application Laid-open No. 2010-128849
Summary of Invention
[0007] In the technique disclosed in Patent Literature 1, however, the influence rate is
calculated based on the writing count and the browsing count, and therefore a user who
has not actually used service to be scored obtains a higher influence rate if his/her
writing count and browsing count are large. Conversely, the influence rate of a user
who has actually used the service becomes lower if his/her writing count and browsing
count are small. In other words, there is a possibility that the influence rate of a user
who may be incapable of appropriately evaluating service becomes higher and the
influence rate of a user who can appropriately evaluate service becomes lower.
Therefore, it is difficult to say that a degree of reliability of the scoring is high.
[0008] In view of the circumstances as described above, it is desirable to provide an in
formation processing apparatus, an information processing method, and a program that
are capable of improving a degree of reliability of feedback information on service.
[0009] According to an embodiment of the present disclosure, there is provided an in
formation processing apparatus including a communication unit, a storage, and a
controller. The communication unit is capable of receiving first use information in
dicating that a first user has used a first service-providing facility and first feedback in
formation on service of the first service-providing facility, the first feedback in
formation being input in a user terminal and associated with the first use information.
The storage is capable of storing the received first use information and first feedback
information in association with each other. The controller is capable of executing pre
determined information processing for indicating that the stored first feedback in
formation has high reliability.
[0010] With this configuration, the information processing apparatus executes the prede
termined information processing in the case where the use information of the user and
the feedback information are associated with each other, to thereby improve reliability
of the feedback information on service. Here, the "service-providing facility" includes,
in addition to shops like a restaurant and a hair salon, all facilities such as a hospital
and a hotel that provide users with some service. Further, the "use information" is, for
example, payment information or information provided only to a user who has used a
service-providing facility. Furthermore, the "predetermined information processing"
includes, in addition to processing of adding some information to the first feedback in
formation or modifying the first feedback information, processing of releasing only the
first feedback information without releasing on a website other feedback information
that is not associated with the use information. For example, the first feedback in
formation may be released with information indicating that it is feedback information
of a user who has used service in reality. Further, in the case where the first feedback
information has an evaluation score of service, a predetermined weight may be applied
to the evaluation score.
[001 1] The communication unit may be capable of receiving second feedback information
on the service, which is not associated with the first use information. In this case, the
storage may be capable of storing the received second feedback information. In this
case, the controller may be capable of processing the first feedback information so as
to be distinguishable from the second feedback information.
[0012] With this configuration, the information processing apparatus processes the first
feedback information so as to be distinguishable from the second feedback in
formation, which allows the user to easily recognize high reliability of the first
feedback information.
[0013] The first use information may be payment information that is transmitted from the
first service -providing facility and includes first electronic money identification in
formation for identifying an electronic money used by the first user for payment in the
first service -providing facility. In this case, the communication unit may execute first
communication processing of receiving the payment information and second commu
nication processing of receiving the first feedback information and second electronic
money identification information for identifying an electronic money used by a user
who has input the first feedback information. In this case, the controller may execute
the predetermined information processing in a case where the first electronic money
identification information included in the payment information received by the first
communication processing coincides with the second electronic money identification
information received by the second communication processing.
[0014] With this configuration, when the electronic money identification information
included in the payment information in the service -providing facility coincides with
the electronic money identification information received together with the feedback in
formation, the information processing apparatus can ensure that the user who has
transmitted the feedback information is a user of the service-providing facility and
improve reliability of the feedback information. The "electronic money identification
information" used herein is, for example, a card ID used when payment is made using
a non-contact IC card or a terminal (smartphone or mobile phone) in which a noncontact
IC chip is incorporated. In other words, after the user makes payment by
passing the card or terminal over a reader/writer of the service-providing facility, the
payment information is transmitted to the information processing apparatus via the
reader/writer. Further, the feedback information may be input in the terminal with
which the payment has been made and then transmitted, or may be input in another
terminal (PC etc.) that is different from the terminal with which the payment has been
made, and then transmitted. In the latter case, the card ID is read out with a reader/
writer of another terminal and transmitted together with the feedback information
when the feedback information is transmitted.
[0015] The user terminal may read out, from an IC tag set in the first service-providing
facility, a tag ID for identifying the IC tag and transmit the first feedback information
to the information processing apparatus together with the tag ID. In this case, the com
munication unit may receive the tag ID as the first use information.
[0016] With this configuration, the information processing apparatus can ensure, by
reception of the tag ID, that the user who has transmitted the feedback information is a
user of the service-providing facility.
[0017] The storage may store positional information items of a plurality of service-providing
facilities including the first service-providing facility. In this case, the communication
unit may receive second feedback information on service of a second service-providing
facility that is different from the first service-providing facility. In this case, the
controller may execute, in a case of determining based on the positional information
items that a distance between the first service-providing facility and the second
service-providing facility is within a predetermined range, predetermined information
processing for indicating that the second feedback information has high reliability.
[0018] With this configuration, even if the use of a service-providing facility as a feedback
target has not been recorded, in the case where the use of another service-providing
facility located near the service-providing facility has been recorded, the information
processing apparatus can improve reliability of the feedback information by
analogizing that the service-providing facility as a feedback target has also been used
in reality.
[0019] The communication unit may receive, from the first service-providing facility, reply
information with respect to the first feedback information and discount information
allowing a discount to be given at a time of payment for service that can be provided
later to the first user in the first service-providing facility. In this case, the storage may
store the received reply information and discount information. In this case, the
controller may control the communication unit to transmit the reply information and
information indicating presence of the discount information to the user terminal and to
transmit the discount information to one of the user terminal and the first serviceproviding
facility.
[0020] With this configuration, the information processing apparatus can notify a user of the
reply information with respect to the feedback information and register the discount in
formation in the first service-providing facility or in the user terminal so that discount
can be given to future payment. In the case where the discount information is
transmitted to the user terminal, the discount information is written in a payment IC
chip of the user terminal so that discount cab be given to the next payment of the user.
Further, in the case where the discount information is transmitted to the first serviceproviding
facility, the discount information is written in a payment terminal of the first
service-providing facility so that discount can be given to the next payment of the user.
[0021] The payment information may include third electronic money identification in
formation for identifying an electronic money of another user provided with the service
in the first service-providing facility, together with the first user who has made the
payment. In this case, the controller may execute the predetermined information
processing also in a case where the third electronic money identification information
coincides with the second electronic money identification information.
[0022] With this configuration, in the case where one of a plurality of users makes payment
for service provided to them, even if feedback information is transmitted by another
user other than the user who has made payment, the information processing apparatus
can handle other users in the same way as in the case of the user who has made
payment and improve reliability of the feedback information.
[0023] The first use information may include information indicating a date and time of
usage at which the first user has used the first service-providing facility. In this case,
the controller may execute the predetermined information processing in a case where a
period of time from the date and time of usage to a date and time at which the first
feedback information has been received is within a predetermined period of time.
[0024] With this configuration, the information processing apparatus can lower reliability of
the feedback information transmitted after a period of time has elapsed since the date
and time of usage.
[0025] According to another embodiment of the present disclosure, there is provided an in
formation processing method including receiving use information indicating that a user
has used a service-providing facility and feedback information on service of the
service-providing facility, the feedback information being input in a user terminal and
associated with the use information. The received use information and feedback in
formation are stored in association with each other. Then, predetermined information
processing for indicating that the stored feedback information has high reliability is
executed.
[0026] According to still another embodiment of the present disclosure, there is provided a
program causing an information processing apparatus to execute a reception step, a
storage step, and a release step. In the reception step, use information indicating that a
user has used a service-providing facility and feedback information on service of the
service-providing facility are received, the feedback information being input in a user
terminal and associated with the use information. In the storage step, the received use
information and feedback information are stored in association with each other. In the
release step, predetermined information processing for indicating that the stored
feedback information has high reliability is executed.
[0027] As described above, according to the present disclosure, it is possible to improve r e
liability of feedback information on service.
Brief Description of Drawings
[0028] [fig. 1]FIG. 1 is a diagram showing a configuration of a review posting system in a first
embodiment of the present disclosure.
[fig.2]FIG. 2 is a diagram showing a hardware configuration of a moderation server
according to the first embodiment of the present disclosure.
[fig.3]FIG. 3 is a sequence diagram showing a basic operation flow of the review
posting system in the first embodiment of the present disclosure.
[fig.4]FIG. 4 is a sequence diagram showing a moderation processing flow using p o
sitional information of a restaurant in the first embodiment of the present disclosure.
[fig.5]FIG. 5 is a diagram showing a relationship between a position of a restaurant and
a degree of reliability of review information in the first embodiment of the present
disclosure.
[fig.6]FIG. 6 is a sequence diagram showing an example of a processing flow in the
case where discount is given after the moderation processing in the first embodiment
of the present disclosure.
[fig.7]FIG. 7 is a sequence diagram showing another example of a processing flow in
the case where discount is given after the moderation processing in the first em
bodiment of the present disclosure.
[fig.8]FIG. 8 is a sequence diagram showing another example of a processing flow in
the case where discount is given after the moderation processing in the first em
bodiment of the present disclosure.
[fig.9]FIG. 9 is a sequence diagram showing a flow of the moderation processing in the
case where a representative of a plurality of users makes payment for service provided
to them in the first embodiment of the present disclosure.
[fig. 10]FIG. 10 is a sequence diagram showing a basic operation flow of a review
posting system in a second embodiment of the present disclosure
[fig. 11]FIG. 11 is a sequence diagram showing a basic operation flow of a review
posting system in a third embodiment of the present disclosure.
Description of Embodiments
[0029] Hereinafter, embodiments of the present disclosure will be described with reference
to the drawings.
[0030]
Documents
Application Documents
| # |
Name |
Date |
| 1 |
8328-CHENP-2013 PCT PUBLICATION 15-10-2013.pdf |
2013-10-15 |
| 2 |
8328-CHENP-2013 ENGLISH TRANSLATION 15-10-2013.pdf |
2013-10-15 |
| 3 |
8328-CHENP-2013 DRAWINGS 15-10-2013.pdf |
2013-10-15 |
| 4 |
8328-CHENP-2013 DESCRIPTION(COMPLETE) 15-10-2013.pdf |
2013-10-15 |
| 5 |
8328-CHENP-2013 CLAIMS 15-10-2013.pdf |
2013-10-15 |
| 6 |
8328-CHENP-2013 POWER OF ATTORNEY 15-10-2013.pdf |
2013-10-15 |
| 7 |
8328-CHENP-2013 FORM-2 FIRST PAGE 15-10-2013.pdf |
2013-10-15 |
| 8 |
8328-CHENP-2013 CLAIMS SIGNATURE LAST PAGE 15-10-2013.pdf |
2013-10-15 |
| 9 |
8328-CHENP-2013 FORM-5 15-10-2013.pdf |
2013-10-15 |
| 10 |
8328-CHENP-2013 FORM-3 15-10-2013.pdf |
2013-10-15 |
| 11 |
8328-CHENP-2013 FORM-1 15-10-2013.pdf |
2013-10-15 |
| 12 |
8328-CHENP-2013 CORRESPONDENCE OTHERS 15-10-2013.pdf |
2013-10-15 |
| 13 |
8328-CHENP-2013.pdf |
2013-10-22 |
| 14 |
8328-CHENP-2013 FORM-3 30-01-2014.pdf |
2014-01-30 |
| 15 |
8328-CHENP-2013 CORRESPONDENCE OTHERS 30-01-2014.pdf |
2014-01-30 |
| 16 |
abstract8328-CHENP-2013.jpg |
2014-07-11 |