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Information Processing Apparatus Information Processing Method And Program

Abstract: To improve reliability of feedback information on service provided is an information processing apparatus including a communication unit a storage and a controller. The communication unit is capable of receiving first use information indicating that a first user has used a first service providing facility and first feedback information on service of the first service providing facility the first feedback information 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 predetermined information processing for indicating that the stored first feedback information has high reliability.

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Patent Information

Application #
Filing Date
15 October 2013
Publication Number
32/2014
Publication Type
INA
Invention Field
COMPUTER SCIENCE
Status
Email
remfry-sagar@remfry.com
Parent Application

Applicants

SONY CORPORATION
1 7 1 Konan Minato ku Tokyo 1080075

Inventors

1. ANZAI Tetsunoshin
c/o SONY CORPORATION1 7 1 Konan Minato ku Tokyo 1080075

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