JP2023019732A - Apparatus for evaluating service provided by service provider, method and program to be executed on the apparatus - Google Patents

Abstract

To provide an apparatus, method and program for evaluating a service to be provided by a service provider.SOLUTION: Processing to be executed in a server device for implementing a service evaluating method includes: a step of receiving visual data related to a service; a step of receiving voice data related to the service; a step of evaluating the service on the basis of the visual data and the voice data; and a step of executing processing for presenting a result of evaluating the service to a person who is provided with the service.SELECTED DRAWING: Figure 4

Description

The present invention relates to a device for evaluating services provided by a service provider, a method and a program executed in the device.

2. Description of the Related Art Conventionally, a service is known in which a store clerk explains the details of a product to a customer before purchasing the product and/or before concluding a contract regarding the purchase of the product.

Node Place Co., Ltd., “Explaining the work content, how to become a mobile shop clerk, annual income, qualifications, etc.”, [online], [searched on July 21, 2021], Internet <URL: https://careergarden. jp/keitaishop-tenin/>

However, prior to purchasing an item and/or concluding a contract for the purchase of an item, it is important to assess the quality of the service provided by the store clerk (e.g., whether the item description is sufficient, whether the contract related to the purchase of the item is adequately explained, etc.). There was no way for the customer to know if it was correct.

SUMMARY OF THE INVENTION It is an object of the present invention to provide a device for evaluating services provided by a service provider, a method executed by the device, and a program.

In one aspect of the present invention, the device of the present invention is a device for evaluating a service provided by a service provider, said device comprising means for receiving visual data relating to said service; means for receiving associated audio data; and means for performing an evaluation of said service based on said visual data and said audio data.

In one embodiment of the present invention, the voice data includes speech data of the service provider speaking to the service recipient and speech data of the service recipient speaking to the service provider. wherein the visual data includes first image data showing the face of the service provider when the service provider is speaking to the service recipient; and second image data showing the face of the service provider when speaking to the provider, the means for performing an evaluation of the service based on the visual data and the audio data, comprising: Means may be included for evaluating the service based on the speech data of the service provider, the speech data of the service recipient, the first image data, and the second image data.

In one embodiment of the invention, the device performs a first evaluation of the service while the service provider is speaking, based on the speech data of the service provider and the first image data. calculating a second evaluation value of the service while the service recipient is speaking, based on the service recipient's utterance data and the second image data; wherein the means for evaluating the service based on the visual data and the audio data evaluates the service based on the first evaluation value and the second evaluation value. may include means for

In one embodiment of the present invention, said first image data and said second image data include facial parameters associated with one or more parts of said service provider's face, said first evaluation value includes means for calculating the first evaluation value based on speech data of the service provider and face parameters included in the first image data, and calculating the second evaluation value The means for calculating may include means for calculating the second evaluation value based on speech data of the service provider and face parameters included in the second image data.

In one embodiment of the present invention, the service provider's speech data and the service provider's speech data include at least one speech parameter of speech volume, rate, tone, and interval; The means for calculating one evaluation value includes means for calculating the first evaluation value based on at least one speech parameter of the speech data of the service provider and the first image data, The means for calculating the evaluation value of may include means for calculating the second evaluation value based on at least one speech parameter of the speech data of the service provider and the second image data .

In one embodiment of the invention, the visual data may include third image data of documents associated with the service.

In one embodiment of the invention, said apparatus may further comprise means for performing optical character recognition of said third image data.

In one embodiment of the present invention, the device further comprises means for calculating a third evaluation value associated with the document based on the optical character recognized third image data, and the service may be further based on the third evaluation value.

In one embodiment of the invention, the device may further comprise means for presenting the results of the evaluation of the service to the service provider in a language-independent manner.

In one embodiment of the invention, said means for receiving visual data may comprise means for receiving said visual data via a camera.

In one embodiment of the invention, said means for receiving audio data may include means for receiving said audio data via a microphone.

In one embodiment of the invention, the apparatus may include a wearable device worn by the service provider.

In one embodiment of the present invention, the wearable device may include a glasses-type wearable device that can be worn on the eyes of the service provider.

In one aspect of the present invention, the method of the present invention is a method performed in a device for evaluating a service provided by a service provider, said device comprising a processor unit, said method comprising: a unit receiving visual data associated with the service; the processor unit receiving audio data associated with the service; and conducting an evaluation of the service.

In one aspect of the present invention, a program of the present invention is a program executed in a device for evaluating services provided by a service provider, the device comprising a processor section, the program comprising the processor receiving visual data associated with the service; receiving audio data associated with the service; and performing an evaluation of the service based on the visual data and the audio data. and at least the processor unit.

INDUSTRIAL APPLICABILITY According to the present invention, it is possible to provide a device for evaluating services provided by a service provider, a method executed in the device, and a program.

An example of a scene in which a service provider provides a service to a service recipient 1 shows an example of evaluation results of a service presented to the service provider 110 by the user device 130; An example of the configuration of a system 200 for realizing a new service evaluation method is shown. A part of the configuration of information stored in the database unit 240 is shown. 1 shows an example of the flow of processing executed in the server device 210; 4 shows an example of the processing of step S403 shown in FIG. Show an example of changes in evaluation values over time

The terms used in this specification are defined below.

In this specification, the term "service provider" refers to a person who provides a service, and the term "service recipient" refers to a person to whom a service is provided. That is, services are provided to service recipients by service providers.

Also, "service" herein can be any service, but is typically provided by the service provider when the service provider actually (physically) meets the service recipient. can be In one embodiment, a service provider may provide a "service" to a service recipient remotely via a display.

An example of a "service" is a service in which a service provider (e.g., store clerk) explains a product to a service recipient (e.g., a customer) (if necessary, a contract is made after the explanation of the product). In this specification, goods may be physical goods or non-physical services.

1. A new service evaluation method Applicant proposes a new service evaluation method to enable service recipients to judge the quality of the service when (or after) the service provider is providing the service to the service recipient. proposes a new service evaluation technique for providing and/or presenting the results of the evaluation of the service of the service provider to the service recipient. According to such a new service evaluation method, the service provider uses, for example, a user device (for example, a glasses-type wearable device) worn by the service provider to evaluate the service of the service provider. Visual data (e.g., image data of the service provider's face) and audio data associated with the service provider's services (e.g., conversational data between the service provider and the service recipient (i.e., the service provider utterance data indicating the utterance content of the service provider and the utterance data indicating the utterance content of the service provider)) and provided to a server device that can communicate with the user device, and the server device receives the visual data and the voice data based on the The user device can provide and/or present the results of the evaluation of the service provider's service to the service provider.

BEST MODE FOR CARRYING OUT THE INVENTION Hereinafter, embodiments of the present invention will be described with reference to the drawings.

FIG. 1A shows an example of a scene in which a service provider is providing a service to a service recipient.

In the embodiment shown in FIG. 1A, a service provider 100 (e.g., a store clerk) faces a service recipient 110 (e.g., a customer visiting a store) and submits documents related to the service. 120 (e.g., contracts relating to goods) are used to provide services (e.g., services describing details of goods sold in a store and contracts relating to those goods).

In the embodiment shown in FIG. 1A, the service recipient 110 is wearing a user device 130 (eg, a glasses-type wearable device). The service provider 110 uses the user device 130 (for example, the microphone of the user device 130) to use the voice related to the service (for example, the speech of the service provider 100 spoken to the service provider 110 and the service provision). The utterance of the service provider 110 uttered to the person 100) is picked up to obtain voice data related to the service. Service-related audio data is used for service evaluation.

In the embodiment shown in FIG. 1A, service provider 110 uses user device 130 (eg, a camera of user device 130) to capture images associated with the service (eg, images of service provider 100 (eg, service provider 100)). A face image)) of the provider 100 is captured to obtain visual data related to the service. Visual data associated with the service is used for service evaluation.

In the embodiment shown in FIG. 1A, the service recipient 110 may further image the document 120 using the user device 130 (eg, the camera of the user device 130) to obtain the image data of the document 120. . Image data of document 120 may be used for service evaluation.

When the service provider 110 obtains the visual data associated with the service and the audio data associated with the service (or obtains the visual data associated with the service, the audio data associated with the service, and the image data of the document 120), the service provider 110 , you can see the results of the evaluation of the service. The service evaluation result is presented to the service provider 110 by the user device 130, for example. As a result, the service provider 110 can grasp the quality of the service provided by the service provider 100, and can determine whether or not to purchase the product and/or make a contract related to the product. can do.

The results of the evaluation of the service may be presented to the service recipient 110 while the service is being provided by the service provider 100 to the service recipient 110 (i.e., in real time), or may be presented to the service recipient 110 by the service provider. It may be presented to the service provider 110 after it has been provided by the service provider 100 to the service provider 110 (ie, after the provision of the service has been completed).

In the embodiment shown in FIG. 1A, the example in which the service provider 100 and the service recipient 110 face each other to provide the service has been described, but the present invention is not limited to this. The service provider 100 may, for example, remotely provide the service to the service provider 110 (eg, via a display) while the service provider 100 (eg, the face of the service provider 100) is visible to the service provider 110. may be provided to

Also, in the embodiment shown in FIG. 1A, an example in which the service provider 110 wears the user device 130 has been described, but the present invention is not limited to this. User device 130 may not be wearable by service provider 110 . The user device 130 can be any device as long as it is capable of presenting the service provider 110 with the results of the evaluation of the service.

FIG. 1B shows an example of evaluation results of a service presented to service provider 110 by user device 130 .

In the embodiment shown in FIG. 1B, the service evaluation results are represented in a three-dimensional fashion combining a two-dimensional planar coordinate system and illustration movement. Specifically, in the embodiment shown in FIG. 1B, the two-dimensional planar coordinate system takes the "skill"-related rating of the service provider's service on the horizontal axis, and the "mind"-related rating on the vertical axis. configured for the axis. In addition, the movement of the illustration shows the evaluation related to the "listening comfort" of the service provider's speech during service provision. For example, when the evaluation value related to “listening comfort” is 0 to 3 out of 10, the illustration moves in a spiral shape, and the evaluation value related to “listening comfort” is 3 to 5 out of 10. If it is a point, it moves in a triangular shape, and if the evaluation value related to "listening comfort" is 5 to 8 points out of 10, it moves horizontally, and the evaluation value related to "listening comfort" is 10. If the score is 8 to 10 out of 10 points, it moves vertically. A non-limiting example of an illustration is a bee.

In the embodiment shown in FIG. 1B, the service provider's rating associated with the "skill" of the service is 8 points, the service provider's rating associated with the "heart" of the service is 9 points, and the service provider's rating associated with the "mind" of the service is 9 points. The evaluation value related to the "comfort of hearing" of speech during service provision by the provider is 3 points.

As shown in FIG. 1B, the results of the service evaluation are preferably presented to the service provider 110 in a language-independent manner (eg, using numbers, illustrations, movement of illustrations, etc.). In this way, by presenting the results of the service evaluation to the service provider in a language-independent manner, the service provider can use a specific language (for example, Japanese, English, Chinese, Korean, (Russian, etc.), the user can intuitively understand the service evaluation results (that is, whether the service is good or bad).

In the embodiment shown in FIG. 1B, an example of presenting service evaluation results in a three-dimensional mode that combines a two-dimensional coordinate system and illustration movement has been described, but the present invention is not limited to this. . The results of the service evaluation may be presented to the service recipient more simply in a rank format (e.g., in a 5-point evaluation format), or may be presented to the service recipient using a numerical value (e.g., percentage). may be

2. System Configuration for Realizing the New Service Evaluation Method FIG. 2 shows an example of the configuration of a system 200 for realizing the new service evaluation method.

The system 200 comprises a server device 210 and user devices 220 ₁ to 220 _N used by service providers. Server device 210 is configured to be able to communicate with each of user devices 220 ₁ to 220 _N via Internet 230 . Here, N is an integer of 1 or more.

In the embodiment shown in FIG. 2 , the server device 210 includes an interface section 211 , a processor section 212 including one or more CPUs (Central Processing Units), and a memory section 213 . The server device 210 is connected to the database section 240 . The hardware configuration of the server device 210 is not particularly limited as long as its functions can be realized, and may be configured by a single machine or may be configured by combining a plurality of machines.

The interface unit 211 controls communication with each of the user devices 220 ₁ to 220 _N.

The memory unit 213 stores programs required for executing processes, data required for executing the programs, and the like. Here, it does not matter how the program is stored in the memory unit 213 . For example, the program may be pre-installed in memory unit 213 . Alternatively, the program may be installed in the memory unit 213 by being downloaded via a network such as the Internet 340, or installed in the memory unit 213 via a storage medium such as an optical disc or USB. You may do so.

The processor unit 212 controls the operation of the server device 210 as a whole. The processor unit 212 reads a program stored in the memory unit 213 and executes the program. Accordingly, the server device 210 can function as a device that executes desired steps, and the processor unit 212 of the server device 210 can operate as means for achieving desired functions.

Each of user devices 220 ₁ to 220 _N is configured to be able to communicate with server device 210 via Internet 230 . One of each of user devices 220 ₁ -220 _N includes user device 130 shown in FIG. 1A. For example, each of the user devices 220 ₁ to 220 _N may be a mobile wireless terminal such as a mobile phone, a smart phone, a tablet terminal, smart glasses (glasses-type wearable device), a smart watch terminal, a laptop PC, a notebook A personal computer such as a PC may be used.

In the embodiment shown in FIG. 2, the user device 220 ₁ collects voice data related to the service (eg, speech data of the service provider 100 spoken to the service recipient 110 and speech data to the service provider 100). speech data of the service provider 110) (for example, equipped with a microphone (not shown) capable of picking up voice related to the service, and the microphone is (configured to obtain audio data associated with the service using

In the embodiment shown in FIG. 2, user device 220 ₁ is capable of receiving visual data associated with a service (eg, an image of service provider 100 (eg, an image of service provider 100's face)). (For example, a camera (not shown) capable of capturing an image of the service provider 100 is provided, and the image of the service provider 100 is acquired using the camera. ).

In the embodiment shown in FIG. 2, the user device 220 ₁ presents to the service recipient 110 the results of the service evaluation performed based on the service-related visual data and the service-related audio data. is configured to allow For example, the user device ₂₂₀₁ may be provided with a display (not shown), and the result of the service evaluation may be presented to the service provider by displaying the result of the service evaluation on the display. Alternatively, for example, the user device 220 ₁ is a device capable of enabling augmented reality and/or mixed reality (eg, a device with a head-mounted augmented reality display and/or a mixed reality display) and uses augmented reality technology and / Or the results of the evaluation of the service may be presented to the service provider using mixed reality technology.

In the embodiment shown in FIG. 2, it has been described that the user devices 220 ₁ to 220 _N can communicate with the server device 210 via the Internet 230, but the present invention is not limited to this. Any type of network could be used in place of the Internet 230 . It should be noted that it is also within the scope of the present invention to have the user devices 220 ₁ -220 _N electrically coupled to the server device 210 without going through the Internet 230 or any network in its place. Furthermore, a system in which both the functions of the user device _220-1 and the functions of the server device 210 are integrated (that is, a stand-alone system) may be constructed as the server device 210 or the user device _220-1 . Such stand-alone server devices 210 or user devices ₂₂₀₁ are also within the scope of the present invention.

Moreover, in the embodiment shown in FIG. 2, the database unit 240 is provided outside the server device 210, but the present invention is not limited to this. It is also possible to provide the database unit 240 inside the server device 210 . The configuration of database unit 240 is not limited to a specific hardware configuration. For example, the database unit 240 may be configured with a single hardware component, or may be configured with a plurality of hardware components. For example, the database unit 240 may be configured as a single external hard disk device of the server device 210, or may be configured as cloud storage connected via a network.

FIG. 3 shows part of the configuration of information stored in the database unit 240. As shown in FIG.

In the embodiment shown in FIG. 3, the database unit 240 stores information for service evaluation. Information for service evaluation includes, for example, the correspondence between facial parameters and evaluation values associated with one or more parts of the face of the service provider, the speech data of the service provider and the service recipient. It may include correspondence between parameters and evaluation values, text to be written in documents related to services, and correspondence between documents related to services and evaluation values.

Face parameters include, but are not limited to, pupil size, eye size, eye corner displacement, mouth width, mouth opening degree, mouth corner displacement, and head displacement in three-dimensional space. . Voice parameters include, but are not limited to, voice volume, speed, tone, intervals between voices, for example.

The correspondence between the face parameters and the evaluation values may be defined by, for example, a function (for example, a differential equation) with the face parameters as variables, or a range of absolute values of the difference between the threshold and the face parameters. It may be defined by a correspondence relationship with the evaluation value (for example, a correspondence relationship in which the absolute value 0 to ±1 corresponds to the evaluation value 5). The threshold may be a predetermined threshold, or may be a different threshold for each type of face parameter.

The correspondence relationship between the speech parameter and the evaluation value may be defined by, for example, a function (for example, a differential equation) with the speech parameter as a variable, or a certain range of the absolute value of the difference between the threshold and the speech parameter. It may be defined by a correspondence relationship with the evaluation value (for example, a correspondence relationship in which the absolute value 0 to ±1 corresponds to the evaluation value 5). The threshold may be a predetermined threshold, or may be a different threshold for each type of speech parameter.

The correspondence relationship between the service-related documents and the evaluation value is defined, for example, by the percentage of the text that should be written in the service-related documents that is actually written in the service-related documents. good too. Alternatively, the correspondence relationship between the service-related documents and the evaluation value may be defined by, for example, the ratio of the text included in the service provider's voice data to the text to be described in the service-related documents. good.

3. Processing of Server Device FIG. 4 shows an example of the flow of processing executed in the server device 210 . Each step shown in FIG. 4 is executed by the processor unit 211 of the server device 210, for example. Each step shown in FIG. 4 will be described below.

Step S401: Visual data associated with a service is received. Visual data may be received from the user device _220-1 via a camera of the user device _220-1 , for example. The visual data includes image data A showing the face of the service provider when the service provider is speaking to the service recipient, and image data A showing the face of the service provider when the service recipient is speaking to the service provider. and image data B showing the face of the service provider. The visual data may further include image data C of the document associated with the service. Image data A and image data B may include facial parameters associated with one or more parts of the service provider's face. Face parameters include, for example, pupil size, eye size, eye corner displacement, mouth width, mouth opening degree, mouth corner displacement, and head displacement in three-dimensional space.

Step S402: Audio data related to the service is received. Audio data may be received from the user device _220-1 via a microphone of the user device _220-1 , for example. The voice data includes speech data of the service provider who speaks to the service recipient and speech data of the service recipient who speaks to the service provider. The service provider's speech data may include voice parameters (e.g., voice volume, rate, tone, interval between voices), and the service provider's speech data may also include voice parameters (e.g., voice volume, rate, etc.). , tones, intervals between voices).

Step S403: Visual data received in step S401 (eg, image data A and image data B) and audio data received in step S402 (eg, service provider speech data and service recipient speech data) Evaluation of the service provider's service is carried out on the basis of This produces a result of evaluating the service of the service provider. Generating the results of the evaluation of the service provider's service is described in more detail below with reference to FIG.

Step S404: A process for presenting the service provider with the service evaluation result generated in step S403 is executed. This process includes, for example, a process of displaying the service evaluation result on the user device 220 ₁ (eg, the display of the user device 220 ₁ ). As a result, the result of service evaluation is presented to the service provider by the user device ₂₂₀₁ .

FIG. 5 shows an example of the processing of step S403 shown in FIG. Each step shown in FIG. 5 will be described below.

Step S501: Speech data of the service provider speaking to the service recipient (for example, speech parameters included in the speech data of the service provider) and the service provider speaking to the service recipient Evaluation of the service while the service provider is speaking based on image data A showing the face of the service provider at that time (for example, facial parameters of the service provider when the service provider is speaking) A value α is calculated. This process is executed with reference to the database unit 240 .

Each face parameter of the service provider when the service provider is speaking may be included in the image data A, or the server device 210 may scan the image data A based on the image data A (for example, scan the image data A). by).

The evaluation value α of the service while the service provider is speaking is, for example, the information stored in the database unit 240 (for example, the correspondence relationship between the face parameter and the evaluation value and the relationship between the voice parameter and the evaluation value). (correspondence between face parameters) and converting face parameters and voice parameters into evaluation values.

Step S502: Speech data of the service recipient speaking to the service provider (for example, speech parameters included in the speech data of the service recipient) and the speech data of the service recipient speaking to the service provider while the service recipient is speaking based on the image data B showing the face of the service provider when the service recipient is speaking (for example, the face parameter of the service provider when the service recipient is speaking) A service evaluation value β is calculated. This process is executed with reference to the database unit 240 .

Each facial parameter of the service provider when the service recipient is speaking may be included in the image data B, or the server apparatus 210 may scan the image data B based on the image data B (for example, scan the image data B). by doing).

The evaluation value β of the service while the service provider is speaking is, for example, the information stored in the database unit 240 (for example, the correspondence relationship between the face parameter and the evaluation value and the relationship between the voice parameter and the evaluation value). ) and converting the facial parameters and voice parameters into evaluation values.

Step S503: The service of the service provider is evaluated based on the evaluation value α calculated in step S501 and the evaluation value β calculated in step S502. Thereby, for example, a comprehensive evaluation value of the service of the service provider is generated as a result of evaluation of the service of the service provider. The comprehensive evaluation value of the service of the service provider may be calculated using a function having the evaluation value α and the evaluation value β as variables. Alternatively, both the evaluation value α and the evaluation value β may be used as the overall evaluation value of the service of the service provider.

Note that the server device 210 (for example, the processor unit 211 of the server device 210) may be configured to be capable of performing optical character recognition on the image data C. FIG. If the image data C of the service-related document is included in the visual data, the server device 210 reads the text written on the service-related document by performing optical character recognition on the image data C. , with reference to information stored in the database unit 240 (e.g., texts to be described in service-related documents, correspondence relationships between service-related documents and evaluation values), evaluations associated with documents The value γ may be calculated. At this time, in step S503, the server device 210 may evaluate the service of the service provider based on the evaluation value α, the evaluation value β, and the evaluation value γ. In this case, the comprehensive evaluation value of the service of the service provider may be calculated using a function having the evaluation value α, the evaluation value β, and the evaluation value γ as variables. Alternatively, all of the evaluation value α, the evaluation value β, and the evaluation value γ may be used as the comprehensive evaluation value of the service of the service provider.

Further, the server device 210 (for example, the processor unit 211 of the server device 210) may calculate each of the evaluation value α and the evaluation value β (and the evaluation value γ) from multiple viewpoints. For example, the evaluation value α is calculated from the evaluation value of the viewpoint X (for example, Hardware) calculated from the image data A, the evaluation value of the viewpoint Y (for example, Love) calculated from the image data A, and the image data A. Viewpoint P calculated using (e.g., averaging, summing, and accumulating) the evaluation value of the obtained viewpoint Z (e.g., Rush) and from the speech parameters of the service provider (e.g., Hospitality), an evaluation value of a point of view Q (e.g., Explanation) calculated from the voice parameters of the service provider, and a point of view R (e.g., Closing) calculated from the voice parameters of the service provider. ) (for example, by averaging, summing, and integrating). Similarly, the evaluation value β is the evaluation value of the viewpoint X calculated from the image data B, the evaluation value of the viewpoint Y calculated from the image data B, and the evaluation value of the viewpoint Z calculated from the image data B. Using (e.g., averaging, summing, and accumulating) and the evaluation value of the viewpoint P calculated from the service provider's speech parameters and the service provider's speech parameters It may be calculated using the evaluation value of the viewpoint Q and the evaluation value of the viewpoint R calculated from the speech parameters of the service provider (for example, averaging, summing, and accumulating). The evaluation value α and the evaluation value β having such a plurality of viewpoints are expressed in terms of the service using a multi-dimensional expression (for example, a three-dimensional expression combining a two-dimensional plane coordinate system and motion) as shown in FIG. 1B. The results of the evaluation can be presented to the user.

FIG. 6 shows an example of changes in evaluation values over time.

In the embodiment shown in FIG. 6, when the service provider utters the line "xxx" to the service recipient at time _t1 , the service evaluation value is 8 points, and at time _t2 , the service recipient is 8 points. When the provider utters the line "yyy" to the service provider, the evaluation value of the service is 5 points, and at time _t3 , the service provider utters the line "zzz" to the service recipient. The evaluation value of the service at this time is 6 points, and the evaluation value of the service at time _t4 when the service recipient utters the line "www" to the service provider is 3 points.

The utterance data of the service provider speaking to the service recipient and the speech data of the service recipient speaking to the service provider are time data indicating the timing of speech as shown in FIG. may be provided.

In the embodiment shown in FIG. 6, service evaluation is performed in accordance with the switching of speakers, and service evaluation values are calculated at times t ₁ , t ₂ , t ₃ , and t ₄ . In this way, the server device 210 may calculate a plurality of evaluation values according to the switching of speakers in chronological order.

In the embodiments shown in FIGS. 4 to 6, an example was explained in which the processor unit 211 of the server device 210 executes the steps shown in FIGS. 4 and 5 and the processing explained in FIG. The invention is not so limited. For example, a processor unit of a stand-alone user device ₂₂₀₁ incorporating the functions of the server device 210 may perform the steps shown in FIGS. 4 and 5 and the processing described in FIG. In this case, the information stored in the database unit 240 may be stored in the memory unit of the standalone user device ₂₂₀₁ , for example.

In the embodiments shown in FIGS. 4 to 6, the processing of each step shown in FIGS. 4 and 5 and the processing described in FIG. has been described, but the invention is not limited to this. At least part of the steps shown in FIGS. 4 and 5 and the processing described in FIG. 6 may be implemented by a hardware configuration such as a control circuit.

Although the present invention has been illustrated using the preferred embodiment of the invention as described above, the invention should not be construed as being limited to this embodiment. It is understood that the invention is to be construed in scope only by the claims. It is understood that a person skilled in the art can implement an equivalent range from the description of specific preferred embodiments of the present invention based on the description of the present invention and common technical knowledge.

INDUSTRIAL APPLICABILITY The present invention is useful as providing a device for evaluating services provided by a service provider, a method, a program, etc. executed in the device.

200 System 210 Server Device 220 ₁ to 220 _N User Device 230 Internet 240 Database Section

Claims (15)

A device for evaluating a service provided by a service provider, said device comprising:
means for receiving visual data associated with said service;
means for receiving audio data associated with said service;
means for performing an evaluation of said service based on said visual data and said audio data. The voice data includes speech data of the service provider who speaks to the service provider and speech data of the service provider who speaks to the service provider,
The visual data includes first image data showing the face of the service provider when the service provider is speaking to the service recipient; and second image data showing the face of the service provider when speaking to
The means for evaluating the service based on the visual data and the audio data includes speech data of the service provider, speech data of the service recipient, the first image data, and the second image. 2. Apparatus according to claim 1, comprising means for performing an evaluation of said service based on said data. The device comprises:
means for calculating a first evaluation value of the service while the service provider is speaking based on the speech data of the service provider and the first image data;
means for calculating a second evaluation value of the service while the service recipient is speaking based on the speech data of the service recipient and the second image data;
The means for evaluating the service based on the visual data and the audio data includes means for evaluating the service based on the first evaluation value and the second evaluation value. Item 3. The device according to item 2. the first image data and the second image data include facial parameters associated with one or more parts of the service provider's face;
the means for calculating the first evaluation value includes means for calculating the first evaluation value based on speech data of the service provider and face parameters included in the first image data;
wherein the means for calculating the second evaluation value includes means for calculating the second evaluation value based on speech data of the service provider and facial parameters included in the second image data. Item 4. Apparatus according to item 3. the service provider's speech data and the service provider's speech data include at least one speech parameter of speech volume, rate, tone, and interval;
The means for calculating the first evaluation value includes means for calculating the first evaluation value based on at least one speech parameter of the speech data of the service provider and the first image data,
The means for calculating the second evaluation value includes means for calculating the second evaluation value based on at least one speech parameter of the speech data of the service provider and the second image data, 5. Apparatus according to claim 3 or claim 4. Apparatus according to any preceding claim, wherein said visual data comprises third image data of documents associated with said service. 7. The apparatus of claim 6, further comprising means for performing optical character recognition of said third image data. further comprising means for calculating a third evaluation value associated with the document based on the optical character recognized third image data;
8. The apparatus of claim 7, wherein said service rating implementation is further based on said third rating value. Apparatus according to any preceding claim, further comprising means for presenting the results of the service evaluation to the service provider in a language-independent manner. An apparatus according to any preceding claim, wherein said means for receiving visual data comprises means for receiving said visual data via a camera. Apparatus according to any preceding claim, wherein said means for receiving audio data comprises means for receiving said audio data via a microphone. The device according to any one of claims 1 to 11, wherein said device comprises a wearable device worn by a service provider. 13. The apparatus of claim 12, wherein the wearable device comprises an eyeglass-type wearable device that can be worn on the eyes of the service provider. A method, performed in an apparatus for evaluating a service provided by a service provider, comprising:
The device comprises a processor unit,
The method includes:
the processor unit receiving visual data associated with the service;
the processor unit receiving audio data associated with the service;
said processor unit conducting an evaluation of said service based on said visual data and said audio data. A program executed in a device for evaluating services provided by a service provider,
The device comprises a processor unit,
When the program is executed by the processor unit,
receiving visual data associated with the service;
receiving audio data associated with the service;
and performing an evaluation of the service based on the visual data and the audio data.

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