JP2010186317A - Instruction method, instruction program and instruction system - Google Patents

Abstract

<P>PROBLEM TO BE SOLVED: To decide a use language of a customer in a restaurant or the like, to select a worker having language capability to the use language of the customer, and to transmit a work instruction to a mobile terminal carried by the selected worker. <P>SOLUTION: An instruction system 10 has: the mobile terminals 1 each including a means for obtaining position information and language information, and a means for transmitting digital data including the obtained position information and language information to a work-instructing server 2; and the work-instructing server 2 including a means for receiving the digital data transmitted from the mobile terminal 1, a worker language information database 30 including worker language information in worker information, a means for selecting one mobile terminal 1 in reference to the worker language information database 30, and a means for transmitting instruction information to the one mobile terminal 1. <P>COPYRIGHT: (C)2010,JPO&INPIT

Description

  The present invention relates to an instruction method, an instruction program, and an instruction system for transmitting an instruction from an instruction server to a portable terminal carried by an operator.

  When there are multiple workers (workers) in a restaurant or the like, when a customer who enters the store and sits in an order places an order, I listen to customers and serve customers. At this time, if the customer uses a language that the worker cannot understand, such as a foreigner, it is desirable to search for a worker who can understand and speak the customer's language and serve the customer.

  The following Patent Document 1 discloses a business management system including a worker-specific skill database that stores information indicating proficiency (skill level) for each worker, and the worker-specific skill database includes , “Total working hours, processing time for each work content, number of complaints, skill level, usable language, and information indicating language ability for each language are stored”.

JP 2008-226085 A

However, in order to find the best worker to serve customers who use a foreign language, the manager, etc. knows the language ability of each worker and uses the language of the customer who enters the store and sits Therefore, it is necessary to call a worker who has language ability for the language used by the customer and to instruct the customer service.
As information indicating the language ability of each worker, for example, if the skill level database for each worker described in Patent Document 1 is used, even those who do not know the language ability of each worker can refer to this Although it is possible to call a worker with language ability, it is still necessary to have a person who makes a judgment and directs.
Furthermore, considering the current position of each worker (an operator close to the customer is desirable) and whether or not the hand is available (whether working), the optimum worker (customer's It is difficult and inefficient to find a worker who has language ability for the language used.

  An object of the present invention is to solve the above-mentioned problems. In a restaurant or the like, a customer's language is determined, a worker who has language ability for the customer's language is selected, and the selected worker is An object is to provide an instruction method, an instruction program, and an instruction system for transmitting an instruction to a portable terminal that is carried.

In order to achieve the above object, an instruction method of the present invention is an instruction method for transmitting instruction information from a server to a mobile terminal,
The portable terminal is
Obtaining location information;
Obtaining linguistic information based on the collected sound;
Transmitting the digital data including the acquired position information and the language information to the server, and
The server
Receiving the digital data transmitted from the mobile terminal;
Selecting one mobile terminal based on the position information and the language information included in the digital data;
Transmitting the instruction information to the one portable terminal.
According to the above instruction method, in a restaurant or the like, the language used by the customer is determined, an operator having language ability for the language used by the customer is selected, and an instruction is given to the portable terminal carried by the selected operator. Can be sent.
Preferably, the step of acquiring the language information includes
The sound is acquired, the sound is recognized as voice to acquire voice information, the language is identified with reference to the language correspondence table for the voice information, and the language information is acquired.
According to the above instruction method, the worker or the customer utters what the customer's language is used, so that the portable terminal can acquire the language information used by the customer.
Preferably, the step of acquiring the language information specifies the language based on input information from an input device.
According to the above instruction method, the portable terminal can specify the language of the customer by the operator inputting from the input device what the customer's language is used.
Also preferably, the server is
One portable terminal is selected with reference to the worker information.
According to the above instruction method, for example, it is possible to instruct a worker who is currently unoccupied (non-working) to serve the customer with reference to the worker information.
Also preferably, the server is
The one portable terminal is selected with reference to worker language information in the worker information of the worker.
According to the above instruction method, it is possible to instruct the worker who has the highest proficiency in the language used by the customer to serve the customer.
Also preferably, the server is
The position information of the portable terminal is referred to, and the one portable terminal closest to the position is selected as compared with predetermined position information.
According to the above instruction method, since it is possible to instruct the worker closest to the customer's position to serve the customer, the time for waiting the customer can be shortened.
Preferably, the mobile terminal is
Based on the language information, a worker proficiency level is determined, and the one portable terminal is selected.
According to the instruction method, an operator who is proficient in the language can be selected.

In order to achieve the above object, the instruction program of the present invention causes the control unit of the portable terminal and the server to execute each step of the instruction method.
Thereby, in a restaurant or the like, the language used by the customer is determined, a worker who has language ability for the language used by the customer is selected, and a work instruction is transmitted to the portable terminal carried by the selected worker. Can do.

In order to achieve the above object, the pointing system of the present invention includes means for acquiring position information and language information to be used, means for transmitting digital data including the acquired position information and the language information to a server, and A mobile terminal comprising,
A means for receiving the digital data transmitted from the portable terminal, a worker language information database including worker language information in worker information, and a portable terminal selected with reference to the worker language information database A server comprising: means; and means for transmitting instruction information to the one portable terminal;
It is characterized by having.
According to the above instruction system, in a restaurant or the like, a customer's language is determined, a worker who has a language ability for the customer's language is selected, and a work instruction is given to the portable terminal carried by the selected worker. Can be sent.

It is a schematic diagram explaining the system for performing the instruction | indication method which concerns on embodiment of this invention. It is a block diagram which shows the functional structure of a portable terminal. It is a block diagram which shows the detailed functional structure of the speech recognition part (module) of a portable terminal. It is a flowchart for demonstrating an example of the data processing procedure based on the position detection by the portable terminal and the server for work instructions. It is a flowchart for demonstrating the instruction | indication method which concerns on embodiment of this invention. It is a table | surface which shows an example of the worker information containing a worker language information database (worker language information).

Embodiments of an instruction system and an instruction method according to the present invention will be described below with reference to the drawings. FIG. 1 is a schematic diagram for explaining an instruction system according to an embodiment of the present invention.
A work instruction system 10 shown in FIG. 1 uses a work instruction server 2 that gives a work instruction to a portable terminal held by a worker (a clerk).
In FIG. 1, the work instruction system 10 mainly includes a mobile terminal 1, a work instruction server 2 (server), and a worker language information database 30.
The portable terminal 1 is held by each worker (store clerk A, B, C, D, E,...) Who performs customer service at a restaurant or the like, and details will be described later.
The work instruction server 2 is wirelessly connected to the portable terminal 1 carried by each worker and is transmitted from the portable terminal 1. Each worker's voice data, voice data acquisition time, and worker position data are transmitted from the portable terminal 1. Are transmitted to the portable terminal 1 to support the customer service to the worker. The storage unit of the work instruction server stores restaurant floor map data and the like in advance.

  The RFID tag 3 stores information on the absolute position (table position) in the restaurant, and is a TTO (Table Top Oderring) terminal fixedly placed on each table on which a customer placed on the floor of the restaurant sits. Built in. The RFID tag 3 includes a transmission / reception unit 3-1 including a short-range communication dedicated CPU, an antenna 3-2, and a battery (it is not necessarily a battery because it is a fixed unit, and may be a commercial power supply). Yes. Note that the RFID tag 3 does not necessarily have to be built in the TTO terminal, and may be disposed in the vicinity of each table.

  In the worker language information database 30, the proficiency level of each language (for example, Japanese, English, Chinese, Korean, etc.) related to each worker is registered. Specifically, as shown in the table of FIG. 6 to be described later, the mobile terminal ID (and the instruction language by the mobile terminal), the worker name, and the proficiency level of each language (Japanese, English, Chinese, Korean) are preliminarily set. It is registered. Furthermore, the latest information on the current position and work status of each worker is stored at regular intervals.

Next, the configuration of the mobile terminal 1 will be described in detail with reference to FIGS.
Reference numeral 1 in FIG. 2 denotes a portable terminal held by an operator (a store clerk), which is used in a pair with a headset including a microphone and a speaker set on each operator's head. Communication between the portable terminal and the headset may be wired or wireless.

  The mobile terminal 1 includes a communication unit 1-4 that performs communication among the absolute position detection unit 1-1, the relative position detection unit 1-2, the voice recognition unit 1-3, and the work instruction server 2. (Wireless LAN communication in FIG. 2), a control unit (main CPU) 1-5 for controlling them, and a power source (battery) (not shown) are included.

Next, the configuration of the mobile terminal will be described in detail.
The absolute position detection unit provided in the portable terminal of FIG. 2 absolutely uses the short-range communication radio waves transmitted from the RFID tags 3 arranged on the plurality of tables arranged on the floor of the restaurant via the antenna. The signal is received by the antenna 1-1a of the position detection unit 1-1 and processed by the short-range communication dedicated CPU 1-1b to calculate the absolute position where the mobile terminal is present.

  As short-range communication usable in the present invention, in addition to the short-range communication using RFID, “Bluetooth” (10 m to 100 m), “ZigBee” (10 m to 70 m), “Wibree” (10 m), “UWB” (10 m).

  In the short-range communication dedicated CPU of the absolute position detection unit, the positions of the antennas are determined in advance by receiving radio waves transmitted from the plurality of antennas 3-2 arranged on the floor. The absolute position where the mobile terminal is present can be calculated from the phase difference of the radio waves received from the mobile phone.

The relative position detection unit 1-2 in FIG. 2 includes a triaxial gyro sensor 1-2a, a triaxial acceleration sensor 1-2b, an atmospheric pressure sensor 1-2c, and a ground axis sensor 1-2d as relative position detection sensors. Yes.
The mobile terminal in FIG. 2 is provided with the above-described four types of relative position detection sensors. However, depending on the application field of the mobile terminal and its management system, the four types of relative position detection sensors are not necessarily required. Any one of the four types of sensors or a relative position detection sensor other than the four types may be provided. In addition, a timer for measuring time and time is provided, and time information can be acquired.

Relative position data detected by the relative position detection sensors 1-2a to 1-2d is processed by a position detection CPU, and a predetermined time (for each time) according to the application to which the portable terminal and the management system are applied. B) Relative position data indicating in which direction and at what speed and with the number of steps is calculated.
For the calculation of the relative position data, a relative position calculation program stored in advance in the memory (ROM, RAM) 1-2f is used, and the calculation result is stored in the memory as necessary.

  Relative position data, which is calculated by the position detection CPU 1-2e and in which direction and at what speed and step count, is transmitted to the main CPU 1-5 for a predetermined time (every time).

  1-4 is a wireless LAN communication unit. In addition, as shown in FIG. 3, an instruction for work is given through a headset including a microphone and a speaker set on the head of the worker holding the portable terminal.

  Reference numeral 1-3 denotes a voice recognition unit (module) unique to the present invention, which recognizes a voice emitted by the worker mainly from a microphone set on the head of the worker holding the portable terminal.

Details of the voice recognition unit (module) will be described in detail below with reference to FIG.
FIG. 3 shows a voice recognition / generation unit (module) 1-3 that includes a position detection unit (absolute position detection unit 1-1, relative position detection unit 1-2) and a control unit (main CPU) as other parts of the mobile terminal. ) 1-5 is a diagram showing a functional configuration of a portion related to voice recognition and voice generation.

Reference numeral 1-3 in FIG. 3 denotes a voice recognition / generation unit (module) of the portable terminal held by the worker, and includes a microphone 1-6b and a speaker 1-6a of the headset set on the worker's head. They are connected so that they can communicate by wire or wireless.
The voice recognition / generation unit (module) is composed of a dedicated IC for voice recognition / voice generation. The voice generated by the worker is acquired and recognized by the headset microphone set on the worker's head (voice input discrimination). Then, it is converted into digital data (text data or code data) and sent to the control unit (main CPU).
Also, a headset set on the operator's head after converting digital data (text data, code data, etc.) such as instructions to the worker sent from the control unit (main CPU) into voice data (voice conversion) Sent from the speaker.

The voice input discrimination and voice conversion require a large database and processing time to realize unconditional conversion (discrimination), but the mobile terminal exists by referring to detection data by the position detection unit. The processing time is reduced by using a database focused on terms that may be used at the location (location).
That is, if the location where the mobile terminal is located is different, the database used for conversion can be changed.

Next, an example of a data processing procedure based on position detection will be described below using the flowchart of FIG.
-Position detection is performed on detection outputs of the 3-axis gyro sensor 1-2a, the 3-axis acceleration sensor 1-2b, the atmospheric pressure sensor 1-2c, and the ground axis sensor 1-2d, which are relative position detection sensors constituting the relative position detection unit 1-2. It transmits to CPU1-2e. (Step S1)
The position detection CPU 1-2e transmits the sensor detection output selected to the main CPU 1-5 in consideration of the characteristics of each sensor and the application to which the work instruction server is applied among the detection outputs of all sensors. To do. (Step S2)
The main CPU 1-5 calculates the integral of the movement distance from the detection output of the 3-axis gyro sensor and the detection output of the 3-axis acceleration sensor. (Step S3)

The main CPU 1-5 calculates the number of steps and the movement distance according to the number of steps from the detection output of the 3-axis gyro sensor and the detection output of the 3-axis acceleration sensor. (Step S4)
The main CPU 1-5 calculates the movement direction (orientation) of the worker from the detection output of the 3-axis gyro sensor. (Step S5)

The absolute position data of the portable terminal obtained by executing processing of a plurality of received radio waves received by the antenna 1-1a of the absolute position detecting unit 1-1 by the short-range communication dedicated CPU is transmitted to the main CPU 1-5. (Step S6)
The recognition result obtained by converting (recognizing) the voice acquired by the microphone 1-6b into digital data by the voice recognition module is transmitted to the main CPU 1-5. (Step S7)

The main CPU 1-5 corrects the received absolute position data with the data calculated by the main CPU 1-5, such as the number of steps, the moving distance, and the terminal orientation, and includes the floor including the orientation of the worker (mobile terminal). The voice recognition result data of the worker is associated with the corrected current position data of the worker and transmitted to the work instruction server 2 via the wireless LAN 1-4. (Step S8)
Note that the relative position data calculated in steps S3 to S5, such as the movement distance, the number of steps, and the movement direction, and the absolute position data calculated in step S6 are transmitted to the work instruction server 2 together with the voice recognition result data. You can also. Here, the relative position data is mainly used for correcting the absolute position data. However, the relative position data may be designated based on the relative position data.
The work instruction server 2 receives the worker's voice recognition result data and the worker's corrected current position data received via the wireless LAN, and stores the worker's work instructions stored in advance for each work place. The work contents of the worker are specified based on the voice database related to the work. (Step S9)

The work instruction server 2 creates instruction data to be given to the worker next based on the specified work content and transmits it to the portable terminal 1 via the wireless LAN. (Step S10)
The portable terminal 1 converts the instruction data received via the wireless LAN into voice by the voice generation IC and transmits the voice to the worker via the speaker. (Step S11)

Next, an instruction system and an instruction method according to the embodiment of the present invention will be described with reference to FIGS. 1 and 5. FIG. 5 is a flowchart for explaining an instruction method according to the embodiment of the present invention.
In the instruction system 10 shown in FIG. 1, each portable terminal 1A, 1B, 1C, 1D carried by each worker (store clerk A, B, C, D) transmits voice recognition result data and current position data as needed. (Step S21).
The work instruction server 2 receives the voice recognition result data and the current position data transmitted from each portable terminal 1A, 1B, 1C, 1D carried by each worker (store clerk A, B, C, D) ( Step S22).
Based on the received voice recognition result data, current position data, and acquisition time of each worker, the server 2 for each work instruction indicates the location and work status (whether working or not working) of each worker. The distinguished data is written into the worker language information database 30 (step S23).

  FIG. 1 shows a situation 40 in which the clerk A is called by the customer F in the third table, and the clerk A sets the language used by the customer F (which language is used by the customer F) to the microphone 1. Speak into -6b. For example, say “cyuu-goku” or “China”. In this case, the voice of the customer may be used.

The mobile terminal 1A recognizes the sound collected from the microphone 1-6b (the voice of the clerk A) and converts the collected sound into text data (text such as cyuu-goku or China). Furthermore, compared with this text data and the language correspondence table registered in the portable terminal 1A (for example, the correspondence table indicating that the language corresponding to the above cyuu-goku and China is “Chinese”, etc.) The language used by the customer F uttered by the clerk A is specified from the digital data. Then, the language information used by the identified customer F is transmitted to the work instruction server 2 as digital data. At the same time, the mobile terminal 1A transmits the current position information (for example, the vicinity of the third table) to the work instruction server 2 as digital data (step S24).
Further, the language to be used may be selected by pressing the switch 1-7 assigned to any language in FIG. The switch 1-7 in FIG. 2 includes a plurality of push button switches SW1, SW2, SW3 (three in the figure, but may be more) and a switch input circuit 1-7a. For example, English is assigned to the push button switch SW1, Chinese is assigned to SW2, and Korean is assigned to SW3. When nothing is pressed (default), it is set to Japanese. Not) When any one of the push button switches (SW1, SW2, SW3) is pushed, a signal indicating the language used corresponding to each push button switch (SW1, SW2, SW3) is sent via the switch input circuit 1-7a. To the control unit (main CPU) 1-5.

  In this way, the transmitted digital data is received by the work instruction server 2 to obtain language information and position information used by the customer F. Based on this position information, the position where the customer F is located is recognized as the third table (step S25).

  As described above, when the language used by the customer F is “Chinese”, the work instruction server 2 refers to the worker language information database 30 in which the worker information such as the table shown in FIG. 6 is stored. Then, a worker who has a higher Chinese language proficiency level and is currently not working is searched (step S26). In the example of the table of FIG. 6, “A” is a high level of language proficiency, “B” is a standard level of language proficiency, and “C” is a low level of language proficiency. The language proficiency level is not limited to three levels, and may be set at an arbitrary level.

Referring to the worker information in the table of FIG. 6, when a worker who has the highest Chinese language proficiency level and is currently not working is searched, salesclerk B corresponds. When a plurality of workers are applicable, the worker closest to the customer F is selected from the current position information in the worker information in the table of FIG. 6 (step S27).
As a result, the work instruction server 2 determines that the clerk B is optimal for the customer F, and transmits the instruction information of the customer service instruction for the customer F to the mobile terminal 1B of the clerk B (step S28).

  This instruction information is transmitted, for example, as an instruction command for digital data, and the portable terminal 1B receives this instruction command (step S29), converts it into sound corresponding to the instruction command, and transmits it from the speaker 1-6a, for example. A voice instruction “Please serve customer F in table 3” is output in Chinese (the native language of clerk B) (step S30).

  That is, the portable terminal carried by each worker outputs a voice instruction in the native language of each worker. For example, in FIG. 4, the mobile terminal 1B of the clerk B is set to output a voice instruction in Chinese. The output language can be set, for example, by inserting an IC card or flash memory card set for outputting a predetermined language into the portable terminal 1.

Further, taking the case where the language used by the customer F is another language as an example, the description will be continued with reference to the table of FIG.
(1) When the language used by the customer F is “Japanese” When the language used by the customer F is “Japanese”, from the table in FIG. If a worker who has a high level of proficiency and is not currently working is searched, salesclerk A corresponds. As a result, the work instruction server 2 determines that the clerk A is optimal for the customer F, and transmits the instruction information of the customer service instruction for the customer F to the mobile terminal 1A of the clerk A.

(2) When the language used by the customer F is “English” When the language used by the customer F is “English”, the most proficient English language proficiency among non-working workers is shown in the table of FIG. If a worker who is high and is not currently working is searched, store clerk A and store clerk B correspond. Thus, when a plurality of workers are applicable, a worker closer to the customer F is searched. Since the clerk A is near the third table same as the customer F and the clerk B is near the first table, the work instruction server 2 determines that the clerk A is optimal for the customer F. Then, the instruction information of the customer service instruction for the customer F is transmitted to the mobile terminal 1A of the clerk A.

(3) When customer F's native language is "Korean" When customer F's language is "Korean", the most proficient Korean language proficiency among non-working workers from the table in FIG. When searching for a worker who has a high degree and is not currently working, salesclerk E corresponds. Accordingly, the work instruction server 2 determines that the clerk E is optimal for the customer F, and transmits the instruction information of the customer service instruction for the customer F to the mobile terminal 1E of the clerk E.

  Note that the clerk A called by the customer F is “not working” at this point (see the table in FIG. 6). As a result, when all other workers are working, the clerk A is instructed from the portable terminal 1A to serve customers as it is regardless of the language used by the customer F.

  In the above embodiment, the worker obtains the voice information by speaking the language used by the customer (the language used by the customer) to the microphone 1-6b, and the voice information For example, the language is specified by referring to the language correspondence table and the language information used by the customer is acquired or the language used is selected by pressing the switch 1-7. It is also possible to provide the language information to be used by providing a numeric input key or the like and inputting a character string or the like indicating the language used by the customer from this character or numeric input key.

  DESCRIPTION OF SYMBOLS 1 ... Portable terminal, 2 ... Work instruction server (server), 3 ... RFID tag, 10 ... Work instruction system, 30 ... Worker language information database

Claims (9)

An instruction method for transmitting instruction information from a server to a mobile terminal,
The portable terminal is
Obtaining location information;
Obtaining linguistic information based on the collected sound;
Transmitting the digital data including the acquired position information and the language information to the server, and
The server
Receiving the digital data transmitted from the mobile terminal;
Selecting one mobile terminal based on the position information and the language information included in the digital data;
Transmitting the instruction information to the one portable terminal. The step of acquiring the language information includes
The language information is acquired by acquiring the sound, acquiring voice information by recognizing the sound, referring to a language correspondence table for the voice information, and acquiring the language information. The instruction method according to 1.   The instruction method according to claim 1, wherein the step of acquiring the language information specifies the language based on input information from an input device. The server
The instruction method according to claim 1, wherein the one portable terminal is selected with reference to worker information. The server
The instruction method according to claim 4, wherein the one portable terminal is selected with reference to worker language information in the worker information. The server
4. The instruction method according to claim 1, wherein the position information of the mobile terminal is referred to, and the closest mobile terminal is selected in comparison with predetermined position information. 5. The server
2. The instruction method according to claim 1, wherein an operator's proficiency level is determined based on the language information, and the one portable terminal is selected.   An instruction program causing the control unit and the server of the portable terminal to execute each step of the instruction method according to any one of claims 1 to 7. A portable terminal comprising: means for acquiring position information and language information; and means for transmitting digital data including the acquired position information and language information to a server;
A means for receiving the digital data transmitted from the portable terminal, a worker language information database including worker language information in worker information, and a portable terminal selected with reference to the worker language information database A server comprising: means; and means for transmitting instruction information to the one portable terminal;
An instruction system comprising:

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