JP2020087111A - Processing apparatus, processing method and program - Google Patents

Abstract

To mitigate the problem of cancellation without permission.SOLUTION: According to the present invention, a processing apparatus 10 that comprises: a customer information storage section 11 that stores customer information with which customer identification information, voiceprint information and credit information are associated; a first inquiry reception section 12 that acquires first inquiry information including voice data from a first external apparatus; a generation section 13 that generates voiceprint information from the voice data; a reply section 14 that replies the credit information associated with the generated voiceprint information to the first external apparatus; a result acquisition section 15 that acquires result information including the customer identification information and a result of reservation from a second external apparatus; and an update section 16 that updates the credit information on the basis of result information, is provided.SELECTED DRAWING: Figure 3

Description

The present invention relates to a processing device, a processing method, and a program.

In a service industry such as a restaurant, a beauty salon, a dentist, a vehicle dispatcher, an accommodation facility, and a delivery service that accepts reservations in advance, there are problems such as unauthorized cancellation. Unauthorized cancellation is an act in which a customer who has made a reservation abandons the reservation without contacting the service provider and does not perform what the reservation date and time should be (for example, appearing in a predetermined place such as a store).

Patent Document 1 discloses an apparatus for arranging accommodations in response to a request from a user, and limiting an arrangement of accommodations to a user who is highly likely to cancel a reservation. The device counts up the number of cancellations by the user, and when the number of cancellations reaches a prescribed number, the user is registered in the blacklist. Then, when the device receives an accommodation request from the user, the device executes a process according to the verification result, which verifies whether the user is registered in the blacklist.

In Patent Document 2, the voiceprint information of a malicious actor is registered in a blacklist, the voiceprint data of the other party of the call is collated with the voiceprint information registered in the blacklist, and if a matching one is registered, A voice authentication system for issuing a warning is disclosed.

JP, 2004-326431, A JP, 2008-244796, A

The technique described in Patent Document 1 registers a user number for identifying a user of a service that arranges accommodation at a blacklist, and verifies whether or not each user is registered at the blacklist by using the user number. I do. In this case, if a user who is registered in the blacklist newly makes a user registration, obtains a new user number, and uses the new user number to make an accommodation request, the user is blacklisted. Cannot be detected as a user registered in.

The technique described in Patent Document 2 does not provide means for solving the problem of unauthorized cancellation.

An object of the present invention is to reduce the problem of unauthorized cancellation.

According to the invention,
A customer information storage unit that stores customer information in which customer identification information, voiceprint information, and credit information are associated with each other;
First inquiry receiving means for acquiring first inquiry information including voice data from a first external device;
Generating means for generating voice print information from the voice data,
Reply means for returning the credit information associated with the generated voiceprint information to the first external device,
Result acquisition means for acquiring result information including the customer identification information and the reservation result from a second external device;
Updating means for updating the credit information based on the result information,
There is provided a processing device having:

Further, according to the present invention,
A customer information storage unit that stores customer information in which customer identification information and voice print information are associated with each other;
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which customer identification information and reservation date and time are associated with each other,
An inquiry receiving means for acquiring inquiry information including voice data and a reservation date and time from an external device;
Generating means for generating voice print information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. Determination means for determining the presence or absence of, and returning the determination result to the external device,
There is provided a processing device having:

Further, according to the present invention,
Computer
Stores customer information that associates customer identification information, voiceprint information, and credit information,
A first inquiry receiving step of acquiring first inquiry information including voice data from a first external device;
A generation step of generating voiceprint information from the voice data,
A reply step of returning the credit information associated with the generated voice print information to the first external device,
A result acquisition step of acquiring result information including the customer identification information and a reservation result from a second external device;
An updating step of updating the credit information based on the result information,
A processing method for performing is provided.

Further, according to the present invention,
Computer,
Customer information storage means for storing customer information in which customer identification information, voice print information, and credit information are associated with each other,
First inquiry receiving means for acquiring first inquiry information including voice data from a first external device,
Generating means for generating voice print information from the voice data,
Reply means for returning the credit information associated with the generated voiceprint information to the first external device,
Result acquisition means for acquiring result information including the customer identification information and the reservation result from a second external device,
Updating means for updating the credit information based on the result information,
A program to function as is provided.

Further, according to the present invention,
Computer
Stores customer information that associates customer identification information with voiceprint information,
Shows the reservation status of the services of a plurality of service providers, stores the reservation information in which the customer identification information and the reservation date and time are linked,
An inquiry receiving step of acquiring inquiry information including voice data and a reservation date and time from an external device,
A generation step of generating voiceprint information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. A determination step of determining the presence or absence of, and returning the determination result to the external device,
A processing method for performing is provided.

Further, according to the present invention,
Computer,
Customer information storage means for storing customer information in which customer identification information and voice print information are associated with each other,
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which customer identification information and reservation date and time are associated with each other,
Inquiry receiving means for obtaining inquiry information including voice data and a reservation date and time from an external device,
Generating means for generating voice print information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. Determination means for determining the presence or absence of, and returning the determination result to the external device,
A program to function as is provided.

According to the present invention, the problem of unauthorized cancellation is reduced.

It is an example of a functional block diagram of a processing system of the present embodiment. It is a figure which shows an example of the hardware constitutions of the processing apparatus of this embodiment. It is an example of a functional block diagram of a processing apparatus of the present embodiment. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a flowchart which shows an example of the flow of a process of the processing apparatus of this embodiment. It is a flowchart which shows an example of the flow of a process of the processing apparatus of this embodiment. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is an example of a functional block diagram of a processing apparatus of the present embodiment. It is a figure which shows typically an example of the information which the processing apparatus of this embodiment processes. It is a flowchart which shows an example of the flow of a process of the processing apparatus of this embodiment. It is an example of a functional block diagram of a processing apparatus of the present embodiment. It is an example of a functional block diagram of a processing system of the present embodiment.

<First Embodiment>
An overall image of the processing system of this embodiment will be described using the functional block diagram of FIG. The processing system includes a processing device 10, a reservation system 20, and a service provider terminal 30. The processing device 10, the reservation system 20, and the service provider terminal 30 can communicate with each other via a communication network such as the Internet. Although a plurality of reservation systems 20 are shown in the figure, the number of reservation systems 20 may be one.

The service provider terminal 30 is a terminal used by the service provider. The service provider is a company that provides a customer with a predetermined service, and includes, but is not limited to, a restaurant, a beauty salon, a dentist, a vehicle dispatcher, an accommodation facility, a delivery service, and the like. The service provider provides a reservation service that accepts reservations by telephone in advance. It should be noted that the service provider may be able to accept a reservation for another means (eg, online reservation) in addition to the telephone call.

Examples of the service provider terminal 30 include, but are not limited to, personal computers, smartphones, tablet terminals, mobile phones, dedicated terminals, and the like.

The reservation system 20 is a system that manages reservations for services provided by each service provider. The reservation system 20 stores a reservation situation such as a reservation person (customer), a reservation date, and reservation contents for each service provider. Then, the reservation system 20 allows the reservation status to be browsed and accepts updates such as registration, change, and deletion according to the request of the service provider. For example, the service provider operates the service provider terminal 30 to log in to the reservation system 20 and perform a predetermined operation on the website or application to browse the reservation status or register a new reservation. Or change or delete a registered reservation.

The reservation system 20 may accept a reservation application from a customer and update the reservation status of the service provider based on the application. A customer operates his/her terminal (personal computer, smartphone, tablet terminal, mobile phone, etc.) to log in to the reservation system 20, and performs a predetermined operation on the website or application of the reservation service provider to obtain a desired service provider. Search for a desired service, check the reservation status of the service provider or the service, apply for a reservation, change a reservation, or delete a reservation.

The processing device 10 stores customer information in which customer identification information for identifying a customer, customer voiceprint information, and customer credit information are associated with each other. The voiceprint information is, for example, an image in which an observed voice is displayed as a spectrogram (time×frequency), and includes individual characteristics. Note that "A and B are associated" can be rephrased as "A and B are linked", "A and B are associated", and the like.

Then, when the processing device 10 acquires the first inquiry information including the voice data from the first external device, the processing device 10 generates voiceprint information from the voice data, and firstly outputs the credit information associated with the generated voiceprint information to the first credit information. Reply to the external device.

For example, a service provider may record a customer voice when accepting a reservation over the phone. Next, the service provider operates the service provider terminal 30 to perform an operation of transmitting the first inquiry information including the voice data to the processing device 10. Then, the service provider browses the credit information returned from the processing device 10 via the service provider terminal 30.

Further, the processing device 10 acquires result information including the customer identification information and the reservation result from the second external device, and updates the credit information based on the result information. The result information includes, for example, information such as whether or not the reserved service has been canceled.

As described above, the processing device 10 of the present embodiment associates and registers the biometric information of the customer and the credit information of the customer. Then, the processing device 10 can read the credit information of the customer using the biometric information of the customer acquired when accepting the reservation, and can provide the credit information to the service provider. Since biometric information is used, fraudulent acts such as spoofing can be suppressed, and highly reliable credit information can be provided to the service provider.

Further, the processing device 10 of the present embodiment uses voiceprint information as the biometric information of the customer. There are various kinds of biometric information such as fingerprints, irises, etc., but it is not easy to acquire biometric information other than a voiceprint when accepting a reservation by telephone. For example, there may be customers who are reluctant to require fingerprint or iris input at the time of reservation (psychological difficulty). Further, there may be a customer who does not have a device for inputting biometric information such as a fingerprint or an iris when making a reservation by telephone (physical difficulty). The voice print information can be acquired without causing the customer to be aware of such psychological and physical difficulties.

Next, the configuration of the processing device 10 will be described in detail. First, an example of the hardware configuration of the processing device 10 will be described. Each functional unit included in the processing device 10 includes a CPU (Central Processing Unit) of an arbitrary computer, a memory, a program loaded in the memory, a storage unit such as a hard disk that stores the program (stored from a stage of shipping the device in advance). In addition to existing programs, it can also store storage media such as CDs (Compact Discs) and programs downloaded from servers on the Internet), and any combination of hardware and software centered on a network connection interface. To be done. It will be understood by those skilled in the art that there are various modified examples of the method and device for realizing the same.

FIG. 2 is a block diagram illustrating a hardware configuration of the processing device 10. As shown in FIG. 2, the processing device 10 has a processor 1A, a memory 2A, an input/output interface 3A, a peripheral circuit 4A, and a bus 5A. The peripheral circuit 4A includes various modules. The processing device 10 may not have the peripheral circuit 4A. The processing device 10 may be composed of a plurality of physically and/or logically separated devices. In this case, each of the plurality of devices can have the above hardware configuration.

The bus 5A is a data transmission path for the processor 1A, the memory 2A, the peripheral circuit 4A, and the input/output interface 3A to mutually transmit and receive data. The processor 1A is an arithmetic processing unit such as a CPU or a GPU (Graphics Processing Unit). The memory 2A is a memory such as a RAM (Random Access Memory) or a ROM (Read Only Memory). The input/output interface 3A includes an interface for acquiring information from an input device, an external device, an external server, an external sensor, a camera, an output device, an external device, an interface for outputting information to the external server, and the like. .. The input device is, for example, a keyboard, a mouse, a microphone, or the like. The output device is, for example, a display, a speaker, a printer, a mailer, or the like. The processor 1A can issue a command to each module and perform a calculation based on the calculation result.

Next, an example of the functional configuration of the processing device 10 will be described. As shown in the functional block diagram of FIG. 3, the processing device 10 includes a customer information storage unit 11, a first inquiry reception unit 12, a generation unit 13, a reply unit 14, a result acquisition unit 15, and an update unit. 16 and.

The customer information storage unit 11 stores customer information in which customer identification information for identifying a customer, customer voiceprint information, and customer credit information are associated with each other. 4 and 5 schematically show an example of customer information. FIG. 4 is information in which customer identification information and voiceprint information are associated with each other. FIG. 5 is information in which customer identification information and credit information are associated with each other.

The credit information is information indicating whether or not the customer can be trusted to be a customer who can provide the reserved service according to the reservation without any unauthorized cancellation or cancellation immediately before the reservation date. In the present embodiment, the credit information is assumed to have values of five levels of “A”, “B”, “C”, “D”, and “E”, but this is merely an example and the present invention is not limited to this. "A" has the highest credit level, and "E" has the lowest credit level. The credit information is updated by the updating unit 16. The configuration of the updating unit 16 will be described later.

The first inquiry receiving unit 12 acquires the first inquiry information including the voice data from the first external device.

For example, a service provider may record a customer voice when accepting a reservation over the phone. Then, the service provider saves the voice data in a storage device accessible from the service provider terminal 30 of itself. Next, the service provider operates his/her service provider terminal 30 to log in to the reservation system 20, designates the voice data on the website or application, and inquires the customer's credit using the designated voice data. Make an input. In response thereto, the first inquiry information including the designated voice data is transmitted from the service provider terminal 30 to the processing device 10 via the reservation system 20 or without passing through the reservation system 20. It The first inquiry receiving unit 12 acquires the first inquiry information from the reservation system 20 or the service provider terminal 30, which is the first external device.

The generation unit 13 generates voiceprint information from the voice data included in the first inquiry information.

The reply unit 14 searches the customer information (see FIGS. 4 and 5) stored in the customer information storage unit 11 using the voiceprint information generated by the generation unit 13 as a key. Then, the reply unit 14 obtains the credit information associated with the key (voiceprint information) from the customer information. For example, the reply unit 14 identifies the customer identification information associated with the key (voiceprint information), and acquires the credit information associated with the identified customer identification information. Next, the reply unit 14 returns the acquired credit information to the first external device.

The result acquisition unit 15 acquires result information including the customer identification information and the reservation result from the second external device. The second external device and the first external device may be the same device or different devices.

The result information may include information indicating whether the reservation has been canceled. For example, the result information may include information indicating whether "the service is provided as reserved" or "the reservation is canceled". Further, when the reservation is canceled, the result information may include information indicating details of the cancellation. For example, the result information includes information indicating "unauthorized cancellation", "cancellation on the same day", "cancellation on the day before", "cancellation XX days before the reservation date", "cancellation XX days before the reservation date", etc. But it's okay. Further, the result information may include information indicating the amount of the reserved service (reservation amount), the reservation date, the reservation time, the telephone number used by the customer at the time of reservation, and the like. In addition, the result information may include the type of food reserved, whether or not only a seat is reserved, the number of people reserved, and the like. Further, the result information may include information indicating a delay with respect to the reservation time, such as “delay” or “delay by XX minutes”.

For example, the service provider operates his/her service provider terminal 30 to log in to the reservation system 20 and designates one reservation on the website or application (designation of customer identification information) of the designated reservation. Input the result and perform the registration operation. In response to this, the designated customer identification information and the result information including the input result of the reservation are passed through the reservation system 20 or without passing through the reservation system 20. Is transmitted to the processing device 10. The result acquisition unit 15 acquires result information from the reservation system 20 or the service provider terminal 30, which is the second external device.

The update unit 16 updates the credit information stored in the customer information storage unit 11 based on the result information acquired by the result acquisition unit 15. The update unit 16 may update the credit information based on only the latest result information, or may update the credit information based on the latest result information and the past result information.

For example, a credit determination rule that determines the value (A to E) of the credit information based on the result information may be registered in the updating unit 16 in advance. Then, the updating unit 16 may determine the value of the credit information of each customer based on the credit determination rule and the result information, and update the credit information stored in the customer information storage unit 11 to the determined value.

It should be noted that the updating unit 16 can perform not only the update for changing the value to the one with lower trust but also the update for changing the value to the one with higher trust.

The timing at which the updating unit 16 updates the credit information is, for example, a timing at which new result information is acquired or a predetermined timing (eg, a predetermined time every day), but is not limited thereto. For example, the update unit 16 may update the credit information at the time when the information indicating that the result information is confirmed is acquired after the new result information is acquired. If the credit information is updated after the result information is confirmed in this way, it is possible to suppress the inconvenience that the credit information is updated based on incorrect result information.

Next, an example of the processing flow of the processing device 10 will be described with reference to the flowchart of FIG.

When the processing device 10 obtains the first inquiry information including the voice data from the first external device (S10), the voiceprint information is generated from the voice data (S11). Next, the processing device 10 searches for customer information (see FIGS. 4 and 5) in which the customer identification information, the voiceprint information, and the credit information are associated with each other, using the voiceprint information generated in S11 as a key, and uses the key (voiceprint information) as the key (voiceprint information). After identifying the associated customer identification information (S12), the credit information associated with the identified customer identification information is acquired (S13). Then, the processing device 10 returns the acquired credit information to the first external device (S14).

Next, an example of the flow of another process of the processing device 10 will be described using the flowchart of FIG. 7.

When the processing device 10 acquires the result information including the customer identification information and the reservation result from the second external device (S20), the processing device 10 determines the value of the credit information of the customer based on the acquired result information, and the customer information. The credit information of the customer included in is updated to the newly determined value (S21).

The processing device 10 of this embodiment described above associates and registers the biometric information of the customer and the credit information of the customer. Then, the processing device 10 can read the credit information of the customer using the biometric information of the customer acquired when accepting the reservation, and can provide the credit information to the service provider. Since biometric information is used, fraudulent acts such as spoofing can be suppressed, and highly reliable credit information can be provided to the service provider.

Further, the processing device 10 of the present embodiment uses voiceprint information as the biometric information of the customer. There are various kinds of biometric information such as fingerprints, irises, etc., but it is not easy to acquire biometric information other than a voiceprint when accepting a reservation by telephone. For example, there may be customers who are reluctant to require fingerprint or iris input at the time of reservation (psychological difficulty). Further, there may be a customer who does not have a device for inputting biometric information such as a fingerprint or an iris when making a reservation by telephone (physical difficulty). The voice print information can be acquired without causing the customer to be aware of such psychological and physical difficulties.

Further, the processing device 10 of the present embodiment can update the credit information of the customer based on the reservation result. As described above, the processing device 10 has the function of updating the credit information based on the actual results, and thus can provide the credit information with high reliability to the service provider.

<Second Embodiment>
The processing system of this embodiment is different from that of the first embodiment in that the credit information executed by the processing device 10 is embodied. The other configuration of the processing system of this embodiment is the same as that of the first embodiment.

An example of the hardware configuration of the processing device 10 is the same as that of the first embodiment.

An example of a functional block diagram of the processing device 10 is shown in FIG. 3 as in the first embodiment. The configurations of the first inquiry reception unit 12, the generation unit 13, the reply unit 14, and the result acquisition unit 15 are the same as those in the first embodiment.

The update unit 16 updates the credit information based on the credit determination rule and the result information. The update unit 16 determines whether or not the executed cancellation is unauthorized, based on at least one of the canceled timing, the canceled time, the frequency of cancellation, the content of the canceled reservation, and the number of times the cancellation is accumulated. Update your credit information.

For example, in the credit decision rule, if an unauthorized cancellation occurs, the value of the credit information may be lowered (eg, the lowest value (E), or a value two ranks lower than the current value (B→D), etc.). It may be set. In addition, the credit determination rule may specify that the value of the credit information is determined based on the number of times of unauthorized cancellation accumulation. In this case, the value of the credit information decreases as the number of times of unauthorized cancellation accumulation increases. In addition, the value of the credit information may be determined based on the frequency of unauthorized cancellation within the latest observation period (eg, the latest one year). In this case, the higher the frequency, the lower the value of the credit information.

In addition, in the credit decision rule, if canceled at a predetermined timing (eg, the same day, the day before), the value of the credit information is lowered (eg, the second lowest value (D) from the bottom, the current value). It may be defined that the value is one rank lower (B→C). In addition, the credit determination rule may specify that the value of the credit information is determined based on the number of times cancellation is accumulated at the predetermined timing. In this case, the value of the credit information becomes lower as the number of times of accumulation of cancellation at the predetermined timing increases. In addition, the value of the credit information may be determined based on the frequency of cancellation at the predetermined timing within the latest observation period. In this case, the higher the frequency, the lower the value of the credit information.

In addition, in the credit decision rule, when the cancellation time is within a predetermined period (eg, a busy period such as April or December), the value of the credit information is lowered (eg: the second lowest value from the bottom ( D), a value one rank lower than the current value (B→C), etc.) may be defined. In addition, the credit determination rule may specify that the value of the credit information is determined based on the number of times cancellation is accumulated in the predetermined period. In this case, the value of the credit information becomes lower as the number of times cancellation is accumulated in the predetermined period increases. In addition, the value of the credit information may be determined based on the frequency of cancellation in the above-mentioned predetermined period within the latest observation period. In this case, the higher the frequency, the lower the value of the credit information.

In addition, in the credit determination rule, a rule for determining the value of the credit information may be set for each reservation content of the canceled reservation (for example, "for each reservation amount", "for each reservation number", etc.). ..

For example, if the reservation details of the canceled reservation (eg, the reservation amount and the number of people reserved) satisfy a predetermined condition (eg, the reservation amount is X yen or more and the number of people reserved is Y or more), the value of the credit information is lowered ( Example: It may be defined that the value is set to the second lowest value (D) from the bottom, or one rank lower than the current value (B→C). Further, the degree of reduction in rank at this time may differ depending on the reservation amount or the number of people reserved.

In addition, the credit determination rule may determine that the value of the credit information is determined based on the number of times the reservation content satisfying the predetermined condition is canceled. In this case, the value of the credit information becomes lower as the number of times the reservation content satisfying the above-mentioned predetermined condition is accumulated more times. Alternatively, the value of the credit information may be determined based on the frequency of cancellation of the reservation content satisfying the above-described predetermined condition within the latest observation period. In this case, the higher the frequency, the lower the value of the credit information.

The customer information storage unit 11 may store the result information acquired by the result acquisition unit 15 as a reservation result history. FIG. 8 schematically shows an example of the reservation result history. The reservation result history shown in the figure includes a reservation date, a reservation time, a reservation content (reservation amount), a result (information indicating whether or not the reservation has been canceled, and information indicating cancellation details when the reservation is canceled), at the time of reservation. Telephone numbers used by customers are registered in association with each other. The other configuration of the customer information storage unit 11 is the same as that of the first embodiment.

The updating unit 16 may determine the value of the credit information of each customer based on the latest result information, or may determine the value of the credit information of each customer based on the latest result information and past result information. .. When the credit information value is determined using past result information, the reservation result history stored in the customer information storage unit 11 is used.

The reservation result history stored in the customer information storage unit 11 may be viewable by the user and may be updated in content. For example, the service provider may operate the service provider terminal 30 having a display to browse or update the reservation result history. The service provider terminal 30 transmits/receives various kinds of information to/from the processing device 10 via the reservation system 20 or not via the reservation system 20, whereby the above browsing and updating are realized. When the reservation result history stored in the customer information storage unit 11 is updated, the updating unit 16 may redetermine the value of the credit information of the customer whose reservation result history is updated. ..

The processing device 10 may generate a list of customers whose credit information values satisfy a predetermined condition (eg, E) as a black list. Then, the processing device 10 may provide the blacklist to the service provider. Similarly, the processing device 10 may generate a list of customers whose credit information values satisfy other predetermined conditions (eg, A) as a white list. Then, the processing device 10 may provide the whitelist to the service provider. The providing means may be provided on the application, provided on the login page of the website, provided by email, or the like, but is not limited thereto.

According to the processing device 10 of the present embodiment described above, the same operational effects as those of the first embodiment can be realized. Moreover, according to the processing apparatus 10 of the present embodiment, the credit information of the customer can be determined by a method having a high degree of reliability in consideration of the customer's performance. Therefore, the processing device 10 can provide highly reliable credit information to the service provider.

<Third Embodiment>
The processing system of the present embodiment does not manage one credit information for one customer, but manages the credit information for each of a plurality of cases for one customer. Different from the embodiment. Other configurations of the processing system of this embodiment are the same as those of the first or second embodiment.

An example of the hardware configuration of the processing device 10 is similar to that of the first and second embodiments.

An example of a functional block diagram of the processing device 10 is shown in FIG. 3 as in the first and second embodiments. The configurations of the generation unit 13 and the result acquisition unit 15 are similar to those of the first or second embodiment.

As shown in FIG. 4, the customer information storage unit 11 stores the customer identification information and the voice print information in a one-to-one association. Then, the customer information storage unit 11, as shown in FIGS. 9 and 10, stores the customer identification information and the credit information in a one-to-many association. That is, the customer information storage unit 11 stores the credit information of each customer in each of a plurality of cases in association with the customer identification information. Other configurations of the customer information storage unit 11 are the same as those of the first or second embodiment.

In the case of the example in FIG. 9, the updating unit 16 determines the value of the credit information for each telephone number used by the customer at the time of reservation and stores the value in the customer information storage unit 11. The updating unit 16 divides the customer result information into groups for each telephone number used by the customer at the time of reservation, and determines the credit information value corresponding to each group using the result information included in each group.

In the case of the example in FIG. 10, the updating unit 16 divides one year into a plurality of periods, determines the value of the credit information for each period, and stores the value in the customer information storage unit 11. The updating unit 16 divides the result information of the customer into a plurality of groups corresponding to each of a plurality of times based on the reservation date and time, and determines the value of the credit information corresponding to each group using the result information included in each group. ..

The other configuration of the updating unit 16 is similar to that of the first or second embodiment.

The first inquiry receiving unit 12 acquires, in addition to the voice data, the first inquiry information including case identification information indicating which of the plurality of cases the case corresponds to. The case identification information includes a telephone number used by the customer at the time of reservation and a reservation date and time. The other configuration of the first inquiry receiving unit 12 is the same as that of the first or second embodiment.

The reply unit 14 acquires the customer identification information specified by the voiceprint information generated by the generation unit 13 and the credit information associated with the case specified by the case specification information from the customer information storage unit 11, 1 to the external device. The other configuration of the reply unit 14 is the same as that of the first or second embodiment.

According to the processing device 10 of the present embodiment described above, the same operational effects as those of the first or second embodiment can be realized. Further, according to the processing device 10 of the present embodiment, it is possible to manage the customer's credit information for each case and provide the service provider with the customer's credit information in the case corresponding to the reservation.

For example, when making a reservation on a certain phone (own phone), sincerely responding to avoid registering the own phone number in blacklist etc., but when making a reservation on another phone (other people's phone), Since there is no such concern, there are customers who respond in dishonesty.

Also, at times when events such as New Year's party, year-end party, welcome party for newcomers, etc. are concentrated, it becomes a self-promoting way to succeed the event, but at other times, there are customers who proceed in good faith.

According to the processing apparatus 10 of the present embodiment, since the credit information of the customer having different credit degree for each case can be managed for each case, the credit information with higher reliability can be provided to the service provider.

<Fourth Embodiment>
The processing system of this embodiment is different from the first to third embodiments in that it has a function of determining the presence/absence of double booking by using the reservation status of the services of each of a plurality of service providers. The other configuration of the processing system of this embodiment is the same as that of any of the first to third embodiments.

An example of the hardware configuration of the processing device 10 is similar to that of the first to third embodiments.

A functional block diagram of the processing device 10 is shown in FIG. As illustrated, the processing device 10 includes a customer information storage unit 11, a first inquiry reception unit 12, a reply unit 14, a result acquisition unit 15, an update unit 16, a reservation information storage unit 17, and a first information reception unit 14. 2 has an inquiry receiving unit 18 and a determining unit 19.

The configurations of the customer information storage unit 11, the first inquiry reception unit 12, the generation unit 13, the result acquisition unit 15, and the update unit 16 are the same as in any of the first to third embodiments.

The reservation information storage unit 17 stores reservation information. The reservation information is information indicating the reservation status of the services of a plurality of service providers, and the customer identification information and the reservation date and time are associated with each other.

FIG. 12 schematically shows an example of reservation information. The illustrated reservation information indicates the reservation status on November 16, 2018. In the illustrated reservation information, the service provider identification information for identifying the service provider, the customer identification information of the customer who reserves the service of the service provider, and the reservation time are associated with each other. The reservation information may further include other information.

For example, the reservation system 20 transmits information in which the service provider identification information, the customer identification information, and the reservation time are associated with each other to the processing device 10 based on the reservation status managed by the own system. Then, the processing device 10 stores the acquired information in the reservation information storage unit 17.

Returning to FIG. 11, the second inquiry receiving unit 18 acquires the second inquiry information including the voice data and the reservation date and time from the third external device. The third external device and the first external device may be the same device or different devices. Further, the third external device and the second external device may be the same device or different devices.

For example, a service provider may record a customer voice when accepting a reservation over the phone. Then, the service provider saves the voice data in a storage device accessible from the service provider terminal 30 of itself. Next, the service provider operates his/her service provider terminal 30 to log in to the reservation system 20, designates the voice data on the website or application, and designates the reservation date and time, and then double-books. Input to confirm. In response to this, the second inquiry information including the designated voice data and the designated date and time is processed from the service provider terminal 30 via the reservation system 20 or without passing through the reservation system 20. It is transmitted to the device 10. The second inquiry receiving unit 18 acquires the second inquiry information from the reservation system 20 or the service provider terminal 30, which is the third external device.

The generation unit 13 generates voiceprint information from the voice data included in the second inquiry information. The other configuration of the generation unit 13 is the same as that of any of the first to third embodiments.

The determination unit 19 identifies the customer identification information associated with the voice print information generated from the voice data included in the second inquiry information (see FIG. 4). Next, the determination unit 19 searches the reservation information (see FIG. 12) using the specified customer identification information as a key, and doubles the reservation information (the reservation status of the customer) and the reservation date and time indicated by the second inquiry information. Determine if there is a booking. That is, it is confirmed whether or not another reservation is made at the date and time that coincides with the reservation date and time indicated by the second inquiry information. Then, the determination unit 19 returns the determination result to the third external device.

Note that the reservation information (see FIG. 12) may hold the position information of the reserved store along with the reservation time. Further, the second inquiry information may also hold the position information of the reserved store. Then, the determination unit 19 may determine the presence or absence of double booking by further considering the travel time between stores estimated based on the position of the store. Even when the determination unit 19 does not coincide with the reservation date and time indicated by the second inquiry information, the time after “the scheduled service end time of the previous reservation” and “the travel time between stores” is “the later reservation”. It is determined that there is a double booking if it is after the service start time. For example, the second inquiry information indicates “store position: Tokyo, reservation time 19:00 to 21:00”, and the customer's reservation information includes “store position: Okinawa, reservation time 17:00 to 18:50. , The reservation time itself does not overlap, but the customers are not able to reach the second shop according to the reservation because the shops are far apart. In the case of such a relationship, 19 determines that there is a double booking.

The reply unit 14 returns the determination result of the determination unit 19 to the third external device. It should be noted that the reply unit 14 may notify the service provider of the other reservation that has been double-booked with the reservation indicated by the second inquiry information, to the effect that the double-booking has occurred. Further, in the case of the example in which the booked time itself does not overlap, but is determined to be the double booking in consideration of the travel time between stores, the reply unit 14 may notify the arrival delay time of the customer. The arrival delay time is the difference between the time after the "travel time between stores" and the "service start time for the subsequent reservation" from the "scheduled service end time for the previous reservation". The notification means may be, but is not limited to, notification on the application, notification on the login page of the website, notification by e-mail, and the like. The other configuration of the reply unit 14 is the same as that of any of the first to third embodiments.

Next, an example of the processing flow of the processing device 10 will be described using the flowchart of FIG.

When the processing device 10 acquires the second inquiry information including the voice data and the reservation date and time from the third external device (S30), it generates voice print information from the voice data (S31). Next, the processing device 10 searches the customer information (see FIG. 4) in which the customer identification information and the voiceprint information are associated with each other, using the voiceprint information generated in S31 as a key, and the customer identification associated with the key (voiceprint information). The information is specified (S32). Next, the processing device 10 searches the reservation information (see FIG. 12) using the customer identification information specified in S32 as a key, and specifies the reservation status of the customer (S33). Then, the processing device 10 determines the presence/absence of double booking based on the reservation status specified in S33 and the reservation date and time indicated by the second inquiry information (S34), and returns the determination result to the third external device. (S35).

According to the processing device 10 of the present embodiment described above, the same operational effects as those of any of the first to third embodiments can be realized. Further, according to the processing device 10 of the present embodiment, it is possible to detect the double booking and notify the service provider by collectively managing the service reservation status of each of the plurality of service providers. In this way, the processing device 10 of the present embodiment can provide useful information to the service provider.

<Fifth Embodiment>
FIG. 14 shows an example of a functional block diagram of the processing device 40 of this embodiment. As illustrated, the processing device 40 includes a reservation information storage unit 41, a generation unit 42, a second inquiry reception unit 43, a determination unit 44, and a reply unit 45.

The configuration of the reservation information storage unit 41 is the same as the configuration of the reservation information storage unit 17 described in the fourth embodiment.

The configuration of the second inquiry receiving unit 43 is similar to the configuration of the second inquiry receiving unit 18 described in the fourth embodiment.

The configuration of the determination unit 44 is the same as the configuration of the determination unit 19 described in the fourth embodiment.

The generation unit 42 generates voiceprint information from the voice data included in the second inquiry information.

The reply unit 45 returns the judgment result of the judgment unit 44 to the third external device. It should be noted that the reply unit 45 may notify the service provider of the other reservation that has been double-booked with the reservation indicated by the second inquiry information, to the effect that the double-booking has occurred. The notification means may be, but is not limited to, notification on the application, notification on the login page of the website, notification by e-mail, and the like.

An example of the hardware configuration of the processing device 40 is the same as the example of the hardware configuration of the processing device 10.

An example of the processing flow of the processing device 40 is the same as the example described with reference to the flowchart of FIG. 13 in the fourth embodiment.

According to the processing device 40 of the present embodiment, it is possible to detect the double booking and notify the service provider by collectively managing the service reservation status of each of the plurality of service providers. In this way, the processing device 10 of the present embodiment can provide useful information to the service provider.

<Modification>
Here, a modification applicable to the first to fifth embodiments will be described with reference to FIG. In the processing system described with reference to FIG. 1, the service provider performs various operations via the website and the application provided by the reservation system 20, and sends the first inquiry information and the second inquiry information to the processing device 10. I was sending. In the modification, the processing device 10 (40) provides a website or an application having a function of transmitting the first inquiry information and the second inquiry information to the processing device 10. Then, the service provider performs various operations via the website or the application provided by the processing device 10 (40) and transmits the first inquiry information and the second inquiry information to the processing device 10. Also in the modified example, the same operation and effect as those of the first to fifth embodiments can be realized.

Another modification will be described. The processing device 10 may estimate the age or physique of the customer from the voice data and store the estimated information in the customer information storage unit 11. Also in the modified example, the same operation and effect as those of the first to fifth embodiments can be realized.

Another modification will be described. The customer information storage unit 11 may store customer information in which customer identification information, voiceprint information, credit information, and a customer's telephone number are associated with each other. Then, the first inquiry accepting unit 12 may acquire the first inquiry information including the voice data and the telephone number. When the voice print information is generated from the voice data, the reply unit 14 returns the credit information associated with the generated voice print information to the first external device. On the other hand, when the voiceprint information cannot be generated from the voice data due to noise or the like, the reply unit 14 returns the credit information associated with the telephone number included in the first inquiry information to the first external device. Also in the modified example, the same operation and effect as those of the first to fifth embodiments can be realized. Even if voiceprint information cannot be obtained, credit information can be extracted based on the telephone number and provided to the service provider.

Another modification will be described. Although voiceprint information is used as the biometric information of the customer in the above-described embodiment, biometric information such as a face image, an iris, a fingerprint, and an image of a person may be used in addition to or instead of the voiceprint. In the case of a configuration for accepting a reservation by a call including image information such as a video call, such biometric information can be acquired without making the customer aware when accepting a reservation by telephone.

Another modification will be described. The credit decision rule itself may be updatable. The credit determination rule may be updated based on the level of creditworthiness of the customer (frequency of cancellation of the entire customer, number of times, etc.). By updating the credit decision rule according to the situation of the entire store user (customer), the credit of the customer can be accurately evaluated in stages even when the credit level of the entire customer rises and falls.

As the credit determination rule, a credit information rule corresponding to each reservation system 20 may be set separately. Further, it may be set for each service provider terminal 30 or may be set for each group including a plurality of preset service provider terminals 30. With this configuration, the range of design is widened, and the credit decision rule can be easily managed.

Another modification will be described. For example, when services of different natures such as a vehicle dispatch service and reservation of a restaurant are reserved at a close date and time, the processing terminal 10 acquires the corresponding third information according to the nature of the reserved service, and doubles the information. A booking or a delay prediction may be determined. For example, if a restaurant is booked after the reservation time of the vehicle dispatch service, whether the customer can visit the restaurant at the scheduled time will affect the operation status of the vehicle dispatch service used by the customer. May be done. In that case, the processing terminal may acquire the third information such as the operation status and the traffic jam status of the vehicle dispatch service, and may determine whether or not the arrival at the restaurant is delayed based on the acquired third information. .. By acquiring the third information corresponding to the implementation status of the service to be implemented first (or the visit status to the reserved store) or the like among the plurality of services (or stores) reserved at such a close date and time. It is possible to determine a double booking or a delay prediction in a service (or a visit to a reserved store) scheduled to be performed later.

Another modification will be described. When a customer holds a plurality of reservations and cancels one of the plurality of reservations, the customer is present in the service provider terminal 30 of the service provider who is receiving another reservation of the customer. You may send a notice that you canceled the reservation. The notification may include the reservation time of the canceled reservation, the service content of the canceled reservation, the date and time of the cancellation, and the like.

Note that the notification may be given only to the service provider terminal 30 of the service provider who has received another reservation whose reservation time is included within the predetermined period specified based on the canceled reservation or the like. Examples of the predetermined period include, but are not limited to, “the same day as the reservation date of the canceled reservation”, “within a predetermined time from the timing of cancellation”, “within a predetermined time from the reservation date and time of the canceled reservation”, etc. Not done.

If a customer reserves two or more stores (or services) on the same day and the cancellation occurs at the first store in chronological order, the customer's schedule on that reservation date changes at that time. It can be inferred that there was an event. In that case, cancellation may occur even at the second store. By notifying that the second store has canceled at the first store prior to the scheduled time for the second store to visit, the second store staff can follow up with the customer at an earlier stage. Can be prompted with.

The above-described embodiments and modified examples can be appropriately combined and changed in design without departing from the spirit of the present invention.

Hereinafter, an example of the reference mode will be additionally described.
1. A customer information storage unit that stores customer information in which customer identification information, voiceprint information, and credit information are associated with each other;
First inquiry receiving means for acquiring first inquiry information including voice data from a first external device;
Generating means for generating voice print information from the voice data,
Reply means for returning the credit information associated with the generated voiceprint information to the first external device,
Result acquisition means for acquiring result information including the customer identification information and the reservation result from a second external device;
Updating means for updating the credit information based on the result information,
A processing device having.
2. In the processing device described in 1,
The said result information is a processing apparatus containing the information which shows whether the reservation was canceled, and the information which shows the details of cancellation when it cancels.
3. In the processing device described in 1 or 2,
The updating unit updates the credit information based on at least one of unauthorized cancellation, timing of cancellation, timing of cancellation, frequency of cancellation, content of canceled reservation and number of accumulated cancellations. Processing equipment.
4. In the processing apparatus according to any one of 1 to 3,
The customer information storage means,
The customer identification information and the voice print information are linked and stored in a one-to-one correspondence,
The customer identification information and the credit information are stored in a one-to-many association with each other,
A processing device that stores the credit information in each of a plurality of cases in association with the customer identification information.
5. In the processing device described in 4,
The customer information storage means,
A processing device that stores the credit information for each telephone number used by the customer at the time of reservation in association with the customer identification information.
6. In the processing device described in 4,
The customer information storage means,
A processing device that divides one year into a plurality of periods, associates the customer identification information, and stores the credit information at each period.
7. In the processing device according to any one of 1 to 6,
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which the customer identification information and the reservation date and time are associated with each other,
Second inquiry receiving means for acquiring second inquiry information including voice data and a reservation date and time from a third external device;
The customer identification information associated with the voiceprint information generated from the voice data included in the second inquiry information is specified, the reservation information is searched using the specified customer identification information as a key, and the search result and the Determination means for determining the presence or absence of double booking based on the reservation date and time indicated by the second inquiry information and returning the determination result to the third external device;
A processing device further comprising:
8. A customer information storage unit that stores customer information in which customer identification information and voice print information are associated with each other;
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which customer identification information and reservation date and time are associated with each other,
An inquiry receiving means for acquiring inquiry information including voice data and a reservation date and time from an external device;
Generating means for generating voice print information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. Determination means for determining the presence or absence of, and returning the determination result to the external device,
A processing device having.
9. Computer
Stores customer information that associates customer identification information, voiceprint information, and credit information,
A first inquiry receiving step of acquiring first inquiry information including voice data from a first external device;
A generation step of generating voiceprint information from the voice data,
A reply step of returning the credit information associated with the generated voice print information to the first external device,
A result acquisition step of acquiring result information including the customer identification information and a reservation result from a second external device;
An updating step of updating the credit information based on the result information,
The processing method to execute.
10. Computer,
Customer information storage means for storing customer information in which customer identification information, voice print information, and credit information are associated with each other,
First inquiry receiving means for acquiring first inquiry information including voice data from a first external device,
Generating means for generating voice print information from the voice data,
Reply means for returning the credit information associated with the generated voiceprint information to the first external device,
Result acquisition means for acquiring result information including the customer identification information and the reservation result from a second external device,
Updating means for updating the credit information based on the result information,
Program to function as.
11. Computer
Stores customer information that associates customer identification information with voiceprint information,
Shows the reservation status of the services of a plurality of service providers, stores the reservation information in which the customer identification information and the reservation date and time are linked,
An inquiry receiving step of acquiring inquiry information including voice data and a reservation date and time from an external device,
A generation step of generating voiceprint information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. A determination step of determining the presence or absence of, and returning the determination result to the external device,
The processing method to execute.
12. Computer,
Customer information storage means for storing customer information in which customer identification information and voice print information are associated with each other,
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which customer identification information and reservation date and time are associated with each other,
Inquiry receiving means for obtaining inquiry information including voice data and a reservation date and time from an external device,
Generating means for generating voice print information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. Determination means for determining the presence or absence of, and returning the determination result to the external device,
Program to function as.

1A processor 2A memory 3A input/output I/F
4A peripheral circuit 5A bus 10 processing device 11 customer information storage unit 12 first inquiry reception unit 13 generation unit 14 reply unit 15 result acquisition unit 16 update unit 17 reservation information storage unit 18 second inquiry reception unit 19 determination unit 20 reservation System 30 Service provider terminal 40 Processing device 41 Reservation information storage unit 42 Generation unit 43 Second inquiry reception unit 44 Judgment unit 45 Reply unit

Claims (12)

A customer information storage unit that stores customer information in which customer identification information, voiceprint information, and credit information are associated with each other;
First inquiry receiving means for acquiring first inquiry information including voice data from a first external device;
Generating means for generating voice print information from the voice data,
Reply means for returning the credit information associated with the generated voiceprint information to the first external device,
Result acquisition means for acquiring result information including the customer identification information and the reservation result from a second external device;
Updating means for updating the credit information based on the result information,
A processing device having. The processing apparatus according to claim 1,
The said result information is a processing apparatus containing the information which shows whether the reservation was canceled, and the information which shows the details of cancellation when it cancels. The processing apparatus according to claim 1 or 2,
The updating unit updates the credit information based on at least one of unauthorized cancellation, timing of cancellation, timing of cancellation, frequency of cancellation, content of canceled reservation and number of accumulated cancellations. Processing equipment. The processing apparatus according to any one of claims 1 to 3,
The customer information storage means,
The customer identification information and the voice print information are linked and stored in a one-to-one correspondence,
The customer identification information and the credit information are stored in a one-to-many association with each other,
A processing device that stores the credit information in each of a plurality of cases in association with the customer identification information. The processing apparatus according to claim 4,
The customer information storage means,
A processing device that stores the credit information for each telephone number used by the customer at the time of reservation in association with the customer identification information. The processing apparatus according to claim 4,
The customer information storage means,
A processing device that divides one year into a plurality of periods, associates the customer identification information, and stores the credit information at each period. The processing device according to any one of claims 1 to 6,
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which the customer identification information and the reservation date and time are associated with each other,
Second inquiry receiving means for acquiring second inquiry information including voice data and a reservation date and time from a third external device;
The customer identification information associated with the voiceprint information generated from the voice data included in the second inquiry information is specified, the reservation information is searched using the specified customer identification information as a key, and the search result and the Determination means for determining the presence or absence of double booking based on the reservation date and time indicated by the second inquiry information and returning the determination result to the third external device;
A processing device further comprising: A customer information storage unit that stores customer information in which customer identification information and voice print information are associated with each other;
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which customer identification information and reservation date and time are associated with each other,
An inquiry receiving means for acquiring inquiry information including voice data and a reservation date and time from an external device;
Generating means for generating voice print information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. Determination means for determining the presence or absence of, and returning the determination result to the external device,
A processing device having. Computer
Stores customer information that associates customer identification information, voiceprint information, and credit information,
A first inquiry receiving step of acquiring first inquiry information including voice data from a first external device;
A generation step of generating voiceprint information from the voice data,
A reply step of returning the credit information associated with the generated voice print information to the first external device,
A result acquisition step of acquiring result information including the customer identification information and a reservation result from a second external device;
An updating step of updating the credit information based on the result information,
The processing method to execute. Computer,
Customer information storage means for storing customer information in which customer identification information, voice print information, and credit information are associated with each other,
First inquiry receiving means for acquiring first inquiry information including voice data from a first external device,
Generating means for generating voice print information from the voice data,
Reply means for returning the credit information associated with the generated voiceprint information to the first external device,
Result acquisition means for acquiring result information including the customer identification information and the reservation result from a second external device,
Updating means for updating the credit information based on the result information,
Program to function as. Computer
Stores customer information that associates customer identification information with voiceprint information,
Shows the reservation status of the services of a plurality of service providers, stores the reservation information in which the customer identification information and the reservation date and time are linked,
An inquiry receiving step of acquiring inquiry information including voice data and a reservation date and time from an external device,
A generation step of generating voiceprint information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. A determination step of determining the presence or absence of, and returning the determination result to the external device,
The processing method to execute. Computer,
Customer information storage means for storing customer information in which customer identification information and voice print information are associated with each other,
Reservation information storage means for indicating reservation statuses of services of a plurality of service providers and storing reservation information in which customer identification information and reservation date and time are associated with each other,
Inquiry receiving means for obtaining inquiry information including voice data and a reservation date and time from an external device,
Generating means for generating voice print information from the voice data,
The customer identification information associated with the generated voiceprint information is specified, the reservation information is searched using the specified customer identification information as a key, and double booking is performed based on the search result and the reservation date and time indicated by the inquiry information. Determination means for determining the presence or absence of, and returning the determination result to the external device,
Program to function as.

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