CN112051923A - Method and device for intelligent welcome of customers by robot in hotel reception desk - Google Patents

Method and device for intelligent welcome of customers by robot in hotel reception desk Download PDF

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CN112051923A
CN112051923A CN202010853589.5A CN202010853589A CN112051923A CN 112051923 A CN112051923 A CN 112051923A CN 202010853589 A CN202010853589 A CN 202010853589A CN 112051923 A CN112051923 A CN 112051923A
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支涛
王宇航
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Beijing Yunji Technology Co Ltd
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    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
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    • G06V40/00—Recognition of biometric, human-related or animal-related patterns in image or video data
    • G06V40/10—Human or animal bodies, e.g. vehicle occupants or pedestrians; Body parts, e.g. hands
    • G06V40/16—Human faces, e.g. facial parts, sketches or expressions
    • G06V40/161—Detection; Localisation; Normalisation
    • G06V40/166—Detection; Localisation; Normalisation using acquisition arrangements

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Abstract

The application discloses a method for welcoming customers at the front of a hotel by an intelligent robot and the robot. The method comprises the following steps: acquiring user information of a customer, wherein the user information at least comprises stored guest greeting information defined by the customer; and calling and outputting corresponding guest greeting service data in the customized guest greeting information when guest greeting interaction is carried out with a customer. By the method, the personalization of the guest welcoming service of the hotel foreground robot is improved, and further the customer experience and the customer service satisfaction are improved.

Description

Method and device for intelligent welcome of customers by robot in hotel reception desk
Technical Field
The application relates to the field of intelligent robots, in particular to a method and a device for intelligently welcoming customers in hotel reception desks through a robot.
Background
With the continuous development of information technology, robots are widely used in various fields. For example, the robot is applied to intelligent guests in hotels.
In the prior art, most hotel guest greeting robots are guests according to a preset guest greeting program, the guest greeting process is completed completely according to a set language or action, and a user cannot effectively interact with the robots.
Therefore, the existing hotel guest welcoming robot has at least the following problems: it is difficult to provide more personalized services for different customer choices.
Content of application
The main aim at of this application provides a hotel proscenium intelligence usher robot to improve the service satisfaction of hotel proscenium usher robot, upgrade user experience.
In order to achieve the purpose, the application provides a method for welcoming customers at the front of a hotel by an intelligent robot.
In a second aspect of the invention, the invention further provides a robot for welcoming customers in the hotel reception desk.
In a third aspect of the present invention, a system for welcoming customers in the hotel reception desk is also presented.
In view of the above, according to a first aspect of the present invention, a method for a smart robot to welcome customers at a hotel front desk is provided, including: acquiring user information of a customer, wherein the user information at least comprises stored guest greeting information defined by the customer; and calling and outputting corresponding guest greeting service data in the customized guest greeting information when guest greeting interaction is carried out with a customer.
Preferably, when the user information of the customer is acquired, the method further comprises: obtaining customer-defined welcome information, comprising: providing a custom interaction interface of the welcome information to the customer; picking up custom greeting information input by a customer; and matching the custom greeting information input by the customer with the identity information in the user information.
Further, the customized interactive interface for providing customized greeting information to the customer is specifically realized by the following modes: outputting the questioning data of the welcome information to the customer; the user-defined greeting information input by the customer is picked up as follows: response data of the customer to the question data is acquired.
Further, outputting the voice question data of the greeting information to the customer is specifically realized as follows: calling RNN (neural network) to train to obtain a dialogue model processed by natural language; and outputting the voice question data of the greeting information by utilizing the dialogue model.
Further, when response data of the customer with respect to the question data is acquired, an instruction that triggers a preference inquiry is generated.
Further, outputting preference inquiry data to the current customer; when the preference data of the customer is acquired, updating the user information of the customer; when the customer is identified, the current customer demand is matched, and service data corresponding to the preference data is output.
In a second aspect of the invention, a robot is provided that welcomes customers at the hotel counter. The method comprises the following steps: the information acquisition module is used for acquiring user information of a customer, wherein the user information at least comprises stored guest greeting information defined by the customer; and the human-computer interaction module calls and outputs the corresponding guest greeting service data in the customized guest greeting information when interacting with a customer.
Further, the welcome information acquisition module includes: obtaining customer-defined welcome information, which is realized by the following steps: providing a custom interaction interface of the welcome information to the customer; picking up custom greeting information input by a customer; and matching the custom greeting information input by the customer with the identity information in the user information.
Further, the welcome information obtaining module is specifically implemented/configured to: the questioning module is used for outputting questioning data of the greeting information to the customer; the response data receiving module is used for picking up the custom greeting information input by the customer and specifically comprises the following steps: response data of the customer to the question data is acquired.
A third aspect of the present invention provides a system for welcoming customers in a hotel reception desk, comprising: a robot implementing the method as claimed in the above method;
a server that trains and runs a conversation model and includes a background database that stores the user information.
The technical scheme provided by the embodiment of the application can have the following beneficial effects:
in the method for welcoming customers at the hotel foreground by the intelligent robot, aiming at the problems that the welcoming mode of the hotel robot in the prior art is only single fixed welcoming word output and the welcoming modes of different customers are uniform, the customer-defined welcome information stored in the user information is utilized, and when the welcome interaction is carried out with the customers, the corresponding welcome service data in the user-defined welcome information is called and output, namely: when the customer enters the hotel again, the robot can provide customized greeting information of the customer, such as welcome words and byttes, so that personalized welcome service is realized in the hotel foreground, the customer experience is improved, and the customer satisfaction is improved.
Drawings
The accompanying drawings, which are incorporated in and constitute a part of this application, serve to provide a further understanding of the application and to enable other features, objects, and advantages of the application to be more apparent. The drawings and their description illustrate the embodiments of the invention and do not limit it. In the drawings:
fig. 1 is a schematic flowchart of a method for a smart robot to welcome customers at a hotel front desk according to the present application;
fig. 2 is a schematic flowchart of a method for a smart robot to welcome customers at a hotel front desk according to the present application;
fig. 3 is a schematic flow chart of a method for a smart robot to welcome customers at a hotel front desk according to the present application;
fig. 4 is a schematic structural diagram of a robot welcoming customers at a hotel reception desk according to the present application;
FIG. 5 is a block diagram of another embodiment of a system for welcoming customers at the hotel reception desk;
fig. 6 is a schematic structural diagram of a system for welcoming customers in the reception desk of the hotel provided by the present application.
Detailed Description
In order to make the technical solutions better understood by those skilled in the art, the technical solutions in the embodiments of the present application will be clearly and completely described below with reference to the drawings in the embodiments of the present application, and it is obvious that the described embodiments are only partial embodiments of the present application, but not all embodiments. All other embodiments, which can be derived by a person skilled in the art from the embodiments given herein without making any creative effort, shall fall within the protection scope of the present application.
It should be noted that the terms "first," "second," and the like in the description and claims of this application and in the drawings described above are used for distinguishing between similar elements and not necessarily for describing a particular sequential or chronological order. It should be understood that the data so used may be interchanged under appropriate circumstances such that embodiments of the application described herein may be used. Furthermore, the terms "comprises," "comprising," and "having," and any variations thereof, are intended to cover a non-exclusive inclusion, such that a process, method, system, article, or apparatus that comprises a list of steps or elements is not necessarily limited to those steps or elements expressly listed, but may include other steps or elements not expressly listed or inherent to such process, method, article, or apparatus.
In this application, the terms "upper", "lower", "left", "right", "front", "rear", "top", "bottom", "inner", "outer", "middle", "vertical", "horizontal", "lateral", "longitudinal", and the like indicate orientations or positional relationships based on the orientations or positional relationships shown in the drawings. These terms are used primarily to better describe the present application and its embodiments, and are not used to limit the indicated devices, elements or components to a particular orientation or to be constructed and operated in a particular orientation.
Moreover, some of the above terms may be used to indicate other meanings besides the orientation or positional relationship, for example, the term "on" may also be used to indicate some kind of attachment or connection relationship in some cases. The specific meaning of these terms in this application will be understood by those of ordinary skill in the art as appropriate.
Furthermore, the terms "mounted," "disposed," "provided," "connected," and "sleeved" are to be construed broadly. For example, "connected" may be a fixed connection, a detachable connection, or a unitary construction; can be a mechanical connection, or an electrical connection; may be directly connected, or indirectly connected through intervening media, or may be in internal communication between two devices, elements or components. The specific meaning of the above terms in the present application can be understood by those of ordinary skill in the art as appropriate.
Fig. 1 is a schematic flowchart of a method for a smart robot to welcome customers at a hotel front desk, provided by the present application, and as shown in fig. 1, the method includes the following steps:
s101: acquiring user information of a customer, wherein the user information at least comprises stored guest greeting information defined by the customer;
specifically, the method for welcoming customers by the intelligent robot at the hotel forecourt provided by the embodiment of the application can be executed by the robot for welcoming customers at the hotel forecourt provided by the embodiment of the application, and the robot can be configured in a guest welcoming service area of the hotel forecourt so as to provide personalized guest welcoming service for the customers.
The service area can realize the area for welcoming guests of the hotel and can be determined according to the type and the environment of the hotel. For example, the hotel guest greeting robot may be disposed at a hotel reception desk, and implement guest greeting service for customers in a hotel service hall.
The obtained user information of the customer at least comprises the self-defined greeting information stored in the customer, and also comprises the basic identity information of the customer, namely name, telephone number, facial feature information, voiceprint data and the like.
Fig. 2 shows a process for obtaining customer-defined greeting information, comprising:
s201: providing a custom interaction interface of the welcome information to the customer;
the guest greeting information can be provided for the customer through a custom interface of the guest greeting information, such as a human-computer interaction interface of a robot, robot voice and visual interaction functions, namely, through a screen presentation and/or question and answer mode, after the customer answers to the questioning data, the robot picks up the custom guest greeting information input by the customer through the response data of the customer.
S202: picking up custom greeting information input by a customer;
when the robot outputs the questioning data of the guest-greeting information and the customer selects a voice form, the RNN recurrent neural network is called to train to obtain a dialogue model processed by natural language, and the dialogue model is used for outputting the voice questioning data of the guest-greeting information customized by the user.
When zhang san the customer first enters hotel a, the robot outputs a "ask for you, how do you want me to welcome you next time? "when the voice answer of Zhang three is obtained," you so, welcome coming to hotel a again ";
s203: and matching the custom greeting information input by the customer with the identity information in the user information.
Storing the customized greeting information of Zhang III in user information for answering 'you so welcome to visit hotel A again' in a voice manner, matching identity information, wherein the identity information is used for identifying Zhang III customers, and calling the customized greeting information when carrying out greeting interaction with the customers.
Referring to fig. 1, S102: and carrying out welcome interaction with the customer.
The robot identifies the face of a customer according to the camera, embedded face identification hardware of the robot can be used, a background face identification interface can be called to perform face identification, face information and customer ID are uploaded to a server, Mysql can be used as a database to store faces, and a background can select a public cloud platform.
The robot identifies the customer by voiceprint recognition and uploads the identification result and the customer ID to the server.
When the greeting service data is subjected to greeting interaction with a customer, after the greeting service data is identified through a face or a voiceprint, the robot calls the greeting service data corresponding to the greeting information of the customer from a background, and the greeting service data can be voice, images, robot displacement and robot actions, and is not limited.
If the customer Zhang III enters hotel A, the robot acquires the user information of the customer Zhang III by identifying Zhang III, the telephone 158X 009, the facial image 6, the voiceprint information and the custom greeting information 'you are good o, welcome to hotel A again'. When Zhang III enters the welcome service area, the personalized welcome language is called and is simultaneously output to the client Zhang III through a voice and screen welcome interface.
S103: and calling and outputting corresponding guest greeting service data in the customized guest greeting information.
The greeting information may be stored in the customer's user information.
The robot outputs the service corresponding to the guest greeting information of the customer, so that more personalized welcome service is provided for different customers, the service satisfaction is improved, and the customer experience is upgraded.
Fig. 3 is a schematic flow chart of a method for an intelligent robot to welcome a customer at a hotel front desk according to the present application, and based on the illustration in fig. 2 and the description thereof, when obtaining a custom welcome language of the customer, the robot may further obtain favorite data of the customer, including:
s301: when response data of a customer for the question data is acquired, an instruction for triggering a preference inquiry is generated.
The response data aiming at the questioning data comprises personalized greeting languages such as welcome language/billed language.
After the custom greeting information of Zhang III is acquired, a mechanism of the robot for inquiring the preference of the customer can be triggered, and an instruction for inquiring the preference of the customer is generated.
The mechanism for triggering the preference inquiry is that the robot generates a preference inquiry command, namely: the expansion model can be called through a robot display screen or according to a preference inquiry instruction generated by the robot, natural language-based interaction is carried out, and preference data of customers are asked.
S302: when the preference data of the customer is acquired, the user information of the customer is updated.
When the robot acquires the preference data of the customer, the robot records and uploads the preference data to the background, after the preference data are uploaded to the background, the preference data are used as the new addition of user information, and the robot updates the user information of the customer and records the updated user information on the background.
S303: when the customer is identified, the current customer demand is matched, and service data corresponding to the preference data is output.
When the customer enters the hotel again, the robot determines user identity information according to the facial feature information, the voiceprint information, basic identity information (name, telephone) and the like, matches customer preference data information according to the user identity information, and outputs service data corresponding to preference data.
The service data corresponding to the preference data is personal preference of the customer, such as favorite music, food, birthday, etc., and is not limited in detail here.
And aiming at the output of the preference data, the front and back realization sequence of the greeting service data corresponding to the output greeting information of the robot is not limited.
For the welcome, the service data corresponding to the favorite data of the customer can be realized, the robot outputs the welcome service corresponding to the welcome information after confirming the user information, for example, when the robot outputs custom welcome information of 'you are good' to Zusanlang and welcomes to visit the hotel A again ', the robot can synchronously output favorite music of Zusanlang' song of Zusanlang ', or the robot outputs custom welcome information of' you are good 'to Zusanlang and welcomes to visit the hotel A again', and then plays 'song of Zusanlang'.
Certainly, for service data corresponding to preference data of a customer cannot be realized during welcoming, after the identity information of the user is confirmed, the robot transmits the preference data of the customer to a hotel service system, so that the hotel can conveniently perform subsequent services, for example, Zhang Sanliang likes to eat watermelons, and when a three-dining room is used for dining in the same day, the hotel can give the watermelons through the three-dining room robot.
In one possible embodiment, fig. 4 is a schematic structural diagram of a robot welcomed by a hotel reception desk provided by the present application.
As shown in fig. 4, the robot for welcoming customers in the hotel reception desk comprises:
the information acquisition module 41 is used for acquiring customer-defined guest greeting information, and the user information at least comprises stored customer-defined guest greeting information;
and the human-computer interaction module 42 calls and outputs the corresponding guest greeting service data in the customized guest greeting information when interacting with the customer.
Fig. 5 is a schematic structural diagram of another robot for welcoming customers in the hotel reception desk according to the present application, including:
a question module 51 for outputting question data of the guest greeting information to the customer;
and the response data receiving module 52 is used for picking up the custom greeting information input by the customer and acquiring the response data of the customer aiming at the questioning data.
And the number of the first and second groups,
the preference data acquisition module 53, when acquiring the response data of the customer to the question data, triggers a preference inquiry command, outputs preference inquiry data to the current customer, and acquires the preference data of the customer.
And the preference data processing module 54 records and uploads the acquired preference data of the customer to the pan-tilt, and updates the user information of the customer.
When the customer is identified, the service data output module 55 matches the current customer demand and outputs service data corresponding to the preference data.
The output service data can be voice, image, robot displacement, robot action, service information uploaded to a hotel system, and the like, without limitation.
The specific manner of performing the operation of each unit in the above embodiment has been described in detail in the embodiment of the method, and will not be elaborated herein.
Figure 6 shows a schematic diagram of a system architecture for welcoming customers at the hotel front desk,
the robot 61 implements the steps and functions corresponding to fig. 1-3, and the detailed implementation process refers to the corresponding diagrams of fig. 1-3 and their descriptions, which are not described herein again.
A server 62 that trains and runs the dialogue model and includes a background database that stores the user information.
In summary, the following steps:
in the application, when a customer enters a hotel, after the identity information of the customer is identified, the user information of the customer is obtained, the user information at least comprises stored customer-defined guest greeting information, when guest greeting interaction is carried out with the customer, corresponding guest greeting service data in the customer-defined guest greeting information is called and output, and a robot outputs services corresponding to the guest greeting information of the customer, so that more personalized welcome services are provided for different customers. When a customer enters a hotel for the first time, the robot records user information and uploads the user information to a background in a man-machine interaction mode or/and a voice question-answer mode and the like, wherein the user information comprises: identity information of the customer, customer-defined greeting language, and customer preferences. By the method, when a customer enters the hotel again, the robot identifies the customer, acquires user information of the customer, calls and outputs corresponding guest service data in the customized guest information when guest interaction is carried out with the customer, outputs guest service, outputs personalized service for different customers, upgrades user experience, and improves customer satisfaction.
It should be noted that the steps illustrated in the flowcharts of the figures may be performed in a computer system such as a set of computer-executable instructions and that, although a logical order is illustrated in the flowcharts, in some cases, the steps illustrated or described may be performed in an order different than presented herein.
It will be apparent to those skilled in the art that the various elements or steps of the present application described above may be implemented by a general purpose computing device, centralized on a single computing device or distributed across a network of multiple computing devices, or alternatively, may be implemented by program code executable by a computing device, such that the program code may be stored in a memory device and executed by a computing device, or may be implemented by individual integrated circuit modules, or by a plurality of modules or steps included in the program code as a single integrated circuit module. Thus, the present application is not limited to any specific combination of hardware and software.
The above description is only a preferred embodiment of the present application and is not intended to limit the present application, and various modifications and changes may be made by those skilled in the art. Any modification, equivalent replacement, improvement and the like made within the spirit and principle of the present application shall be included in the protection scope of the present application.

Claims (10)

1. A method for welcoming customers at the front desk of a hotel by an intelligent robot is characterized by comprising the following steps:
acquiring user information of a customer, wherein the user information at least comprises stored guest greeting information defined by the customer;
and calling and outputting the corresponding guest greeting service data of the customized guest greeting information when guest greeting interaction is carried out with a customer.
2. The method of claim 1, further comprising:
obtaining customer-defined welcome information, comprising:
providing a custom interaction interface of the welcome information to the customer;
picking up custom greeting information input by a customer;
and matching the custom greeting information input by the customer with the identity information in the user information.
3. The method of claim 2, wherein the custom interactive interface for providing custom greeting information to the customer is implemented by:
outputting the questioning data of the welcome information to the customer;
the user-defined greeting information input by the customer is picked up as follows: response data of the customer to the question data is acquired.
4. The method of claim 3, wherein outputting the quiz data of the guest greeting information to the customer is embodied as:
calling RNN (neural network) to train to obtain a dialogue model processed by natural language;
and outputting the voice question data of the greeting information by utilizing the dialogue model.
5. The method of claim 3,
when response data of a customer for the question data is acquired, an instruction that triggers a preference inquiry is generated.
6. The method of any one of claims 2-5, after obtaining customer-defined greeting information, further comprising:
outputting preference inquiry data to the current customer;
when the preference data of the customer is acquired, updating the user information of the customer;
when the customer is identified, the current customer demand is matched, and service data corresponding to the preference data is output.
7. A robot for welcoming customers at a hotel counter, comprising:
the information acquisition module is used for acquiring user information of a customer, wherein the user information at least comprises stored guest greeting information defined by the customer;
and the human-computer interaction module calls and outputs the corresponding guest greeting service data in the customized guest greeting information when interacting with a customer.
8. The robot of claim 7, further comprising:
the welcome information acquisition module realizes that:
providing a custom interaction interface of the welcome information to the customer;
picking up custom greeting information input by a customer;
and matching the custom greeting information input by the customer with the identity information in the user information.
9. The robot of claim 8, wherein the welcome information acquisition module is embodied as:
the questioning module is used for outputting questioning data of the greeting information to the customer;
the response data receiving module is used for picking up the custom greeting information input by the customer and specifically comprises the following steps: response data of the customer to the question data is acquired.
10. A system for welcoming customers at a hotel counter, comprising:
a robot, carrying out the steps of any of claims 7-9;
a server that trains and runs a conversation model and includes a background database that stores the user information.
CN202010853589.5A 2020-08-21 2020-08-21 Method and device for intelligent welcome of customers by robot in hotel reception desk Pending CN112051923A (en)

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CN113327130A (en) * 2021-06-01 2021-08-31 深圳市爱深盈通信息技术有限公司 Control method of greeting robot, greeting robot and storage medium
CN113706758A (en) * 2021-08-20 2021-11-26 苏州交驰人工智能研究院有限公司 Visitor reception method, system, equipment and storage medium
CN113934825A (en) * 2021-12-21 2022-01-14 北京云迹科技有限公司 Question answering method and device and electronic equipment
CN114172954A (en) * 2021-12-02 2022-03-11 上海景吾智能科技有限公司 Intelligent gateway system and method for dispatching robot active voice welcome

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