JP6339892B2 - Remote monitoring system and remote monitoring method - Google Patents

Description

  The present invention relates to a remote monitoring system and a remote monitoring method for elevator equipment, and is particularly suitable for application to a remote monitoring system and a remote monitoring method for elevator equipment including a voice recognition device.

  In general, elevator equipment includes various devices. For example, Patent Document 1 discloses elevator equipment that includes a user interface such as a camera, a microphone, and an operation panel, and a display device such as a monitor, a speaker, and a lamp.

  According to this Patent Document 1, the user of the elevator is specified by the user interface, and the information to be presented according to the specified individual user is presented by the presentation device. It is said that this time can be utilized more effectively.

JP 2010-95339 A

  By the way, although the elevator installation of patent document 1 is provided with comparatively many apparatuses, even if it is general elevator equipment, it is provided with the intercom for an external communication at least. When an emergency such as a fire or an accident occurs, a user of the elevator equipment can talk with an operator of the control center by pressing a button attached to the intercom.

  Here, if a large-scale disaster occurs, it is assumed that intercom buttons are pressed simultaneously from a plurality of elevator equipment. In this case, in the control center, the operator contacts the user of the elevator equipment in the order in which the interphone buttons are pressed. Therefore, when the communication from the elevator equipment with low urgency is earlier than the communication from the elevator equipment with high urgency, there is a problem that the response of the elevator equipment with high urgency is delayed.

  In addition, the communication from the elevator equipment with a low degree of urgency corresponds to the communication from the elevator equipment in which the interphone button is pressed due to mischief or mistake. In addition, the communication from the elevator equipment with a high degree of urgency corresponds to the communication from the elevator equipment in which the button of the interphone is pressed by the user who actually encountered an emergency. In addition, the degree of urgency varies depending on the number of injured persons and the degree of injury among the contacts from users who have encountered an emergency.

  The present invention has been made in consideration of the above points, and proposes a remote monitoring system and a remote monitoring method capable of responding to the communication from the elevator equipment according to the degree of urgency.

In order to solve such a problem, in the present invention, in a remote monitoring system configured by connecting an elevator equipment and a control center, the elevator equipment includes a voice recognition device in an elevator device, and a voice recognition device. A control device that controls the operation, and the voice recognition device is capable of making a call between the user and an operator in the control center when the user of the elevator device presses a button for external communication Before entering the state, a voice for grasping the local situation is generated and output to the user, and the voice uttered by the user is input and analyzed with respect to the voice. Based on the results, it is determined whether or not all the information necessary for grasping the local situation has been acquired. If it is determined that all information has been obtained, it is necessary to grasp the acquired local situation. Sends such information to the control device, said control device, based on the information necessary to grasp the situation of the local, determines the urgency and generates interaction data, before Symbol interactive data and said send urgency to the server device in the control center, the control center, the comprises a interaction processor in the server device, the interaction processor, based on the interaction data and previous SL urgency, and wherein transmitting the information and the previous SL urgency required to grasp the situation of the local generates screen data to be presented to the operator, the said screen data to the operator terminal operated by an operator To do.

In order to solve such a problem, in the present invention, in the remote monitoring method of the remote monitoring system configured by connecting the elevator equipment and the control center, the elevator equipment includes a voice recognition device in the elevator device, A control device for controlling the operation of the voice recognition device, and the voice recognition device, when a button for external communication is pressed by a user of the elevator device, the user and the control center Before being able to talk with the operator, a voice for grasping the local situation is generated and output to the user, and the voice spoken by the user is input to the voice. Analyzing and determining whether or not all the information necessary for grasping the local situation has been acquired based on the result of the analysis, and if it is determined that all have been acquired, the acquired local situation A first step of transmitting information necessary for grasping to the control device, and the control device generates dialogue data and urgency based on information necessary for grasping the local situation. determination, and a second step of transmitting a pre-Symbol interaction data and the urgency to the server device in the control center, the control center, the comprises a interaction processor in the server device, the interaction process device, the interaction data and based on the previous SL urgency information and pre Symbol urgency required to grasp the situation of the local generates screen data to be presented to the operator, the said screen data And a third step of transmitting to an operator terminal operated by the operator.

  ADVANTAGE OF THE INVENTION According to this invention, it can respond to the communication from elevator equipment according to the degree of urgency.

1 is an overall configuration diagram of a remote monitoring system in the present embodiment. It is an internal block diagram of the dialog data produced | generated by a control apparatus. It is an internal block diagram of the screen data produced | generated by the processing apparatus for dialogue. It is a flowchart which shows the process sequence of a remote monitoring process. It is a flowchart which shows the process sequence of a priority determination process.

  Hereinafter, an embodiment of the present invention will be described in detail with reference to the drawings.

(1) Overall Configuration of Remote Monitoring System FIG. 1 shows an overall configuration of a remote monitoring system 1 in the present embodiment. The remote monitoring system 1 is configured such that the elevator equipment 10 and the control center 20 are communicably connected via a communication line N. The communication line N is, for example, a LAN (Local Area Network), a telephone network, or the like, and is wired or wirelessly connected between the equipment in the elevator equipment 10 and the equipment in the control center 20 so that they can communicate and communicate with each other. is there.

(1-1) Configuration of Elevator Equipment The elevator equipment 10 includes an elevator apparatus 11. The elevator device 11 includes a control device 12, a dialogue output device 13, a voice recognition device 14, and a communication line processing device 15. The control device 12 includes a CPU (Central Processing Unit) and the like, and comprehensively controls operations of the dialogue output device 13, the speech recognition device 14, and the communication line processing device 15.

  The dialogue output device 13 is an intercom for external communication, for example, and includes a microphone and a speaker. When the button attached to the intercom is pressed, the dialogue output device 13 detects the button press and notifies the voice recognition device 14 of the button press. Upon receiving the button press notification, the voice recognition device 14 generates a control signal and outputs it to the dialogue output device 13.

  The control signal includes the voice generated by the voice recognition device 14. When the dialog output device 13 receives the control signal, the voice included in the control signal is output to the user 100 through the speaker. To do. On the other hand, the dialogue output device 13 inputs the voice uttered by the user 100 through a microphone and outputs the input voice to the voice recognition device 14.

  The voice recognition device 14 includes a CPU or the like, and when a button press notification is input from the dialog output device 13, generates a voice for external output, and outputs the generated voice to the dialog output device 13 by including the generated voice in a control signal. To do. As described above, the dialogue output device 13 outputs the voice from the voice recognition device 14 toward the user 100 through the speaker.

  Here, the content of the speech generated by the speech recognition device 14 is content that enables acquisition of information necessary for grasping the local situation. For example, voices with contents such as “Tell me your name”, “Is there an injured person”, “Is the elevator stopped?”, “Is electricity turned on?”, Etc. are generated.

  The voice recognition device 14 continues to generate voice so as to continue the dialogue with the user 100 until necessary information is obtained. However, when the necessary information cannot be obtained even after a certain amount of dialogue. Determines that the interphone button has been pressed due to mischief or mistake, and ends the sound generation. Alternatively, depending on the state of dialogue with the user 100, it may be determined that the degree of urgency is high, and a request for direct talk may be transmitted to the control center 20.

  On the other hand, when the speech uttered by the user 100 is input via the dialogue output device 13, the speech recognition device 14 analyzes the input speech based on a general speech analysis model such as an acoustic model and a language model, The analysis result is converted into character data and output to the control device 12.

  When the character data from the voice recognition device 14 is input, the control device 12 generates dialogue data 231 according to a predetermined format. The dialogue data 231 may be in a format such as CSV (Comma Separated Values) or other format.

  Although the priority order corresponding to the degree of urgency is associated with the dialog data 231 at this time, the process of determining the priority order and associating it with the dialog data 231 may be executed after being transmitted to the control center 20. The internal configuration of the dialogue data 231 will be described later (FIG. 2).

  The communication line processing device 15 is, for example, a NIC (Network Interface Card) or the like, and transmits the conversation data 231 and priority information generated by the control device 12 to the server device 21 of the control center 20 via the communication line N. To do.

(1-2) Configuration of Control Center The control center 20 includes a server device 21. The server device 21 includes a communication line processing device 22, a local dialogue data server 23, and a dialogue processing device 24. The communication line processing device 22 is, for example, a NIC or the like. Upon receiving the dialogue data 231 from the communication line processing device 15, the communication line processing device 22 outputs the received dialogue data 231 to the local dialogue data server 23.

  The local dialogue data server 23 is a storage medium such as an HDD (Hard Disk Drive) and receives and stores dialogue data 231 from the communication line processing device 22. Although the dialogue data 231 from a single elevator equipment 10 is shown here, the dialogue data 231 from other elevator equipment 10 is actually stored.

  The dialogue processing device 24 includes a CPU, a microphone, a speaker, and the like. When the dialogue data 231 is stored in the local dialogue data server 23, the dialogue processing device 24 detects that there is an emergency call from the elevator equipment 10, and the dialogue data 231. The screen data 241 to be presented to the operator 200 is generated with reference to the associated priority order. The configuration of the screen data 241 will be described later (FIG. 3).

  Then, the dialogue processing device 24 transmits the generated screen data 241 to the operator terminal operated by the operator 200 and displays it on the display screen of the operator terminal, so that the operator 200 has an emergency call from the elevator equipment 10. And the priority order of the elevator equipment 10 to be connected.

  The operator 200 refers to the presented priority order and attempts to interact with the user 100 of the elevator equipment 10 having the highest degree of urgency at the present time and arranges to send maintenance personnel to the site.

  When the elevator equipment 10 to be tried to interact with is selected by the operator 200, the dialogue processing device 24 is operated by the operator 200 so that the user 100 of the selected elevator equipment 10 can interact with the operator 200. The spoken voice is transmitted to the elevator equipment 10 via the communication line processing device 22. The voice received from the elevator equipment 10 via the communication line processing device 22 is output to the operator 200 through a speaker.

  On the elevator equipment 10 side, the voice received from the control center 20 via the communication line processing device 15 is output to the user 100 by the dialogue output device 13, and the voice spoken by the user 100 is processed by the communication line processing. The data is transmitted to the control center 20 via the device 15. Through these processes, the user 100 and the operator 200 can speak directly.

  In the present embodiment, as described above, when there is a connection request from the elevator equipment 10 by pressing an interphone button or the like, the operator 200 of the control center 20 responds in the order in which the connection request is made. Instead, the priority order of the elevator equipment 10 to be connected is determined according to the urgency among the elevator equipment 10 requested to be connected so that the operator 200 can contact the user 100 according to the priority order. It is a thing.

(2) Configuration of Dialog Data FIG. 2 shows the internal configuration of the dialog data 231. The dialogue data 231 is data including information necessary for grasping the local situation, and is generated by the control device 12.

  Here, examples of information necessary to understand the local situation include “injured person or pregnant woman”, “bad person”, “electricity in the car”, and “number of people in the car”. ing. For example, the voice recognition device 14 generates a voice such as “Is there an injured person or a pregnant woman?” And causes the user 100 to answer information about “whether there is an injured person or a pregnant woman”. And the reply from the user 100 with respect to this sound is analyzed.

  When the speech recognition device 14 analyzes the answer uttered by the user 100 and converts it into character data, the control device 12 generates the dialogue data 231 according to a predetermined format.

  Note that the order of voices generated by the voice recognition device 14 is an order in which the level of urgency can be quickly determined. Specifically, here, a voice is generated that causes the user 100 to answer “whether there is an injured person or a pregnant woman”. In this case, depending on the answer from the user 100, it can be determined whether the degree of urgency is very high or not so high.

  In other words, when there are “injured persons or pregnant women” in the car, it can be determined that the situation is very urgent. In this case, the control device 12 increases the urgency weighting for the dialogue data 231. Alternatively, a request for direct talk may be transmitted to the control center 20 without generating a voice following the voice recognition device 14.

(3) Configuration of Screen Data FIG. 3 shows the internal configuration of the screen data 241. The screen data 241 is data for presenting that the operator 200 has an emergency call and the priority order of the elevator equipment 10 to be connected, and is generated by the interactive processing device 24.

  Here, screen data 241 in which the priority order of the elevator equipment 10 to be connected is “7” is shown. The screen data 241 also includes information about the site where the failure occurred (address and identification information of the elevator equipment 10), the sales office that manages the elevator equipment 10 and the local situation (information about the presence or absence of an injured person or a pregnant woman). Etc. are included.

  This screen data 241 is generated for each elevator equipment 10 in which a failure has occurred, and each includes priority. By displaying the screen data 241 on the display screen of the operator terminal, the operator 200 can respond in order from the elevator equipment 10 having the highest urgency according to the priority order.

  As for the display mode of the screen data 241, for example, the screen data 241 may be arranged and displayed from the top in order of high priority, or the screen data 241 having high priority may be displayed in a blinking manner or other low priority. It may be displayed so as to be differentiated from the screen data 241. Further, the screen data 241 may be superimposed on the map and displayed so that the location of the site where the failure has occurred can be grasped at a glance.

(4) Flowchart FIG. 4 shows a processing procedure for remote monitoring processing. This remote monitoring process is executed by each device provided in the elevator equipment 10 and the control center 20.

  First, when the interphone button provided is pressed by the user 100, the dialog output device 13 detects the button press and notifies the voice recognition device 14 (SP1).

  Upon receiving the button press notification, the voice recognition device 14 generates a voice for grasping the local situation and outputs the voice generated through the dialogue output device 13. Voices spoken by the user 100 are input and information necessary for grasping the local situation is collected (SP2).

  Next, the voice recognition device 14 determines whether all necessary information has been collected (SP3). If a negative result is obtained in this determination, the speech recognition apparatus 14 returns to step SP2, and repeats generation and output of speech and speech input from the user 100 until necessary information is acquired.

  On the other hand, when the speech recognition apparatus 14 obtains a positive result in the determination at step SP3, it converts the collected information into character data and transmits it to the control apparatus 12. The control device 12 records the character data from the voice recognition device 14 in a predetermined format and generates dialogue data 231.

  And the control apparatus 12 determines the priority of the elevator installation 10 which should be connected to the operator 200 with respect to the produced | generated dialogue data 231 (SP4). Details of the processing for determining the priority order in step SP4 will be described later (FIG. 5).

  Next, the control device 12 associates the determined priority order with the dialogue data 231 and transmits the dialogue data 231 to the control center 20 (SP5). On the control center 20 side, the local dialogue data server 23 stores the dialogue data 231 (SP6).

  When the dialogue processing device 24 detects that the dialogue data 231 is stored in the local dialogue data server 23, the dialogue processing device 24 generates screen data 241 and transmits the screen data 241 to the operator terminal operated by the operator 200 (SP7). ).

  Upon receiving the screen data 241 from the interactive processing device 24, the operator 200 terminal displays it on the display screen (SP8). The operator 200 can respond in order from the elevator facility 10 with the highest degree of urgency by referring to the screen data 241 displayed on the display screen. Thus, the remote monitoring process in the present embodiment is completed.

  FIG. 5 shows a processing procedure for priority order determination processing. This priority order determination process is executed by the control device 12.

  The control device 12 refers to the interaction data 231 and reads the rows 2311 to 2314. Then, the urgent level is weighted sequentially from the top row 2311. The initial value of the urgency is 0. Specifically, the control device 12 first reads the row 2311 and determines “whether there is an injured person or a pregnant woman” (SP41).

  If a positive result is obtained in the determination at step SP41, the control device 12 weights the urgency level for the dialogue data 231 by +5 (SP42). On the other hand, if a negative result is obtained in the determination at step SP41, the control device 12 next reads the row 2312 and determines "the presence or absence of a person who feels bad" (SP43).

  If a positive result is obtained in the determination at step SP43, the control device 12 weights the urgency level for the dialogue data 231 by +3 (SP44). On the other hand, if a negative result is obtained in the determination at step SP43, the control device 12 next reads the row 2313 and determines "the presence / absence of electricity in the car" (SP45).

  If a negative result is obtained in the determination at step SP45, the control device 12 weights the degree of urgency for the dialogue data 231 by +1 (SP46). On the other hand, if a positive result is obtained in the determination at step SP45, the control device 12 next reads the row 2314 and obtains “the number of people in the car” (SP47).

  Then, the control device 12 determines the priority order for the dialogue data 231 based on the weighted urgency level and the number of people in the car (SP48), and ends this process.

  For example, when the urgency level of one dialogue data 231 is +5 and the urgency level of the other dialogue data 231 is +3, the control device 12 determines the priority of the dialogue data 231 having the urgency level +5 as 1. The priority order of the dialogue data 231 whose urgency level is +3 is determined to be 2. Further, when the urgency levels of the two dialog data 231 are the same as +3, the control device 12 determines the priority order of the person with more (or less) persons in the car based on the number of persons in the car. .

(5) Effects of the present embodiment As described above, according to the remote monitoring system 1 of the present embodiment, information necessary for grasping the local situation is acquired in advance from each elevator equipment 10 and acquired. The urgency level is determined for the information, the priority order of the elevator equipment 10 to be connected to the operator 200 is determined according to the urgency level, and the communication from the elevator equipment 10 is connected to the operator 200 based on the priority order. Therefore, it is possible to promptly respond to communication from the elevator device 10 having a high degree of urgency.

  In particular, when a large-scale disaster occurs and communications from a plurality of elevator equipment 10 enter the control center 20 at a time, the elevator equipment 10 with a high degree of urgency is obtained even under a situation where the number of operators 200 is limited. It is possible to respond appropriately in order. In addition, since the operator 200 can refer to the screen data 241 in advance, the operator 200 can be dispatched efficiently while talking directly with the user 100.

  Even when the user 100 presses the interphone button due to mischief or mistake, the user 100 speaks primarily for the voice generated by the voice recognition device 14 instead of the operator 200. Therefore, the operator 200 does not have to take unnecessary measures.

(6) Other Embodiments In the present embodiment described above, information necessary for grasping the local situation when the user 100 speaks the voice generated by the voice recognition device 14. However, the present invention is not necessarily limited to this. For example, the operation panel is attached to the elevator device 11 in place of or in combination with the voice recognition device 14, and the information necessary for the operation panel to grasp the local situation. May be obtained. In this case, even if the user 100 is a hearing impaired person, necessary information can be acquired in advance.

DESCRIPTION OF SYMBOLS 1 Remote monitoring system 10 Elevator equipment 11 Elevator apparatus 12 Control apparatus 13 Dialogue output apparatus 14 Speech recognition apparatus 20 Control center 21 Server apparatus 23 Local dialog data server 231 Dialog data 24 Dialog processing apparatus 241 Screen data 100 User 200 Operator

Claims (5)

In the remote monitoring system configured by connecting the elevator equipment and the control center,
The elevator equipment includes a speech recognition device in an elevator device, and a control device that controls the operation of the speech recognition device.
The speech recognition device
When a button for external communication is pressed by the user of the elevator device, before the user and the operator in the control center are ready to talk,
Generate a voice to understand the local situation and output it to the user,
Input and analyze voice spoken by the user with respect to the voice,
Based on the result of the analysis, it is determined whether or not all information necessary for grasping the local situation has been acquired. If it is determined that all information has been acquired, it is necessary to grasp the acquired local situation. Sending information to the control device;
The controller is
Based on the information necessary to grasp the local situation, generate dialogue data and determine the urgency ,
To send before Symbol interactive data and the degree of urgency to the server device in the control center,
The control center includes a dialogue processing device in the server device,
The interactive processing device comprises:
The interaction data and based on the previous SL urgency information and pre Symbol urgency required to grasp the situation of the local generates screen data to be presented to the operator, the said screen data is the operator A remote monitoring system characterized by being transmitted to an operator terminal to be operated. The voice for grasping the local situation generated by the voice recognition device is
Whether the user has an injured person or a pregnant woman, whether the user has a bad feeling, whether the elevator apparatus has electricity, or how many users, or The remote monitoring system according to claim 1, wherein the remote monitoring system includes content that causes the user to answer all questions. The controller is
After generating the dialogue data, the urgency level is weighted for each piece of information necessary for grasping the local situation included in the dialogue data, and the urgency level is determined based on the total weighting. The remote monitoring system according to claim 1. Screen data to be presented to the operator is
Before SL urgency, the elevator installation address or identification information, the remote monitoring system according to claim 1, characterized in that it comprises any or all of the competent office or the interaction data to manage the elevator installation . In the remote monitoring method of the remote monitoring system configured by connecting the elevator equipment and the control center,
The elevator equipment includes a speech recognition device in an elevator device, and a control device that controls the operation of the speech recognition device.
The speech recognition device
When a button for external communication is pressed by the user of the elevator device, before the user and the operator in the control center are ready to talk,
Generate a voice to understand the local situation and output it to the user,
Input and analyze voice spoken by the user with respect to the voice,
Based on the result of the analysis, it is determined whether or not all information necessary for grasping the local situation has been acquired. If it is determined that all information has been acquired, it is necessary to grasp the acquired local situation. A first step of transmitting information to the control device;
The control device is
Based on the information necessary to grasp the local situation, generate dialogue data and determine the urgency ,
A second step of transmitting a pre-Symbol interaction data and the urgency to the server device in the control center,
The control center includes a dialogue processing device in the server device,
The interactive processing device comprises:
The interaction data and based on the previous SL urgency information and pre Symbol urgency required to grasp the situation of the local generates screen data to be presented to the operator, the said screen data is the operator And a third step of transmitting to the operator terminal to be operated.

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