JP6562844B2 - In-vehicle terminal, information service center system, and connection destination selection method for in-vehicle terminal - Google Patents

Description

  The present invention relates to an in-vehicle terminal that receives a service from an operator by a call between a vehicle occupant and an operator of the information service center, an information service center system, and a connection destination selection method for the in-vehicle terminal.

  2. Description of the Related Art Conventionally, a method for supporting an information service center operator who responds to a telephone inquiry from a user has been proposed. For example, the system for an information service center described in Patent Document 1 estimates an emotion from a user's voice and provides it to an operator.

JP 2010-124256 A

  According to Patent Document 1, the operator of the information service center can determine the situation on the user side. On the contrary, there is a problem that the user cannot determine the situation on the information service center side. For this reason, it is unclear what quality service the user can receive until actually receiving the service. Further, in the waiting time that occurs to the user during the operator's work, the user cannot confirm whether or not his / her request is correctly transmitted to the operator. Also, for example, the user cannot drive efficiently due to the time lag from when the user driving the vehicle requests the operator to search for the route to the destination until the search result is received. It was.

  The present invention has been made to solve the above-described problems. The quality of the information service center is improved for the passenger before and during the voice call between the vehicle passenger and the operator of the information service center. The purpose is to present.

An in-vehicle terminal according to the present invention includes a voice call unit that performs a voice call between a vehicle passenger and an operator of the information service center, operator quality information indicating the quality of the operator of the information service center, and a request based on the voice call of the passenger A data communication unit that receives service information set by the operator from the communication server of the information service center, an operation unit that operates based on the service information that the data communication unit receives from the communication server, and voice by the voice call unit. in at least one of before or voice call during the call initiation, and quality confirmation unit the data communication unit to confirm the quality of the operator based on the operator quality information received from the communication server, and outputs the quality check results by the quality check unit, connected Accept at least one of the selection of the destination operator or the destination communication server And a output control unit for outputting to the voice call unit or data communications unit Te, the quality check unit, based on an operator quality information, understanding the status of the occupant of the request by the operator, the operator of the working course for passenger's request situation, or the operator in response to a request of the occupant is shall be checked at least one of the answering rate setting service information.

  According to the present invention, at least one of the quality of the operator, the quality of the voice call, or the quality of the communication is confirmed at least before the start of the voice call or during the voice call, and the result is output to the output unit. Therefore, the quality of the information service center can be presented to the passenger before the voice call is started and during the voice call. In addition, the passenger can select a connection destination based on the presented quality, and can receive a service with high satisfaction.

1 is a diagram illustrating a configuration of an information service center system according to Embodiment 1. FIG. FIG. 3 is a block diagram illustrating configurations of an in-vehicle terminal and a communication server in the information service center system according to Embodiment 1. 3A and 3B are diagrams illustrating the hardware configurations of the in-vehicle terminal and the communication server in the information service center system according to Embodiment 1. FIG. 6 is a sequence diagram showing operations of an in-vehicle terminal, a communication server, and a control server in the information service center system according to Embodiment 1. FIG. 6 is a sequence diagram showing operations of an in-vehicle terminal, a communication server, and a control server in the information service center system according to Embodiment 1. It is an example of a screen of an operator's quality confirmation result shown to a passenger before a voice call starts. It is an example of a screen of the communication quality confirmation result presented to the passenger. 3 is a flowchart showing an operation of a quality confirmation unit of the in-vehicle terminal according to the first embodiment. 3 is a flowchart showing an operation of a control server of the information service center system according to the first embodiment. FIG. 10 is a sequence diagram showing operations of an in-vehicle terminal, a communication server, and a control server in the information service center system according to Embodiment 2. 6 is a flowchart showing an operation of a quality confirmation unit of the in-vehicle terminal according to the second embodiment. 6 is a block diagram illustrating a configuration of an in-vehicle terminal according to Embodiment 2. FIG. 10 is a sequence diagram showing operations of an in-vehicle terminal, a communication server, and a control server in an information service center system according to Embodiment 3. FIG. FIG. 10 is a block diagram illustrating a configuration of an in-vehicle terminal according to a fourth embodiment. FIG. 10 is a sequence diagram illustrating operations of an in-vehicle terminal, a communication server, and a control server in an information service center system according to a fourth embodiment. FIG. 10 is a block diagram illustrating a configuration of an in-vehicle terminal according to a fifth embodiment. 14 is a flowchart showing the operation of the navigation unit of the in-vehicle terminal according to the sixth embodiment.

Embodiment 1 FIG.
FIG. 1 is a diagram showing the configuration of an information service center system according to Embodiment 1 of the present invention. The information service center system includes an in-vehicle terminal 101 mounted on the vehicle 100, a communication server 201 of the information service center 200, a control server 303 of the information service center 300, and the like. The information service center 200 and the information service center 300 are connected by a communication network N1. The in-vehicle terminal 101 and the information service center 200 are connected by a communication network N2. The in-vehicle terminal 101 and the information service center 300 are connected by a voice network N3.
Note that the information service center 200 and the information service center 300 may be in the same place or in separate places.

  The information service center 300 includes an operator terminal 301, a headset 302, a control server 303, and the like. The operator uses the headset 302 connected to the operator terminal 301 to make a voice call with the passenger of the vehicle 100 via the voice network N3. In addition, the operator operates the operator terminal 301 to perform service according to the request of the passenger and set service information. The operator terminal 301 outputs the set service information to the control server 303.

In addition, when the operator, the operator terminal 301, and the headset 302 are set as one set, it is assumed that there are one or more sets in the information service center 300. Further, it is assumed that the information service center 200 also has one or more communication servers 201.
In each embodiment of the present invention, the in-vehicle terminal 101 of the vehicle 100 can select a connection destination of a voice call from one or more operators of the information service center 300, and is one of the information service centers 200. It is assumed that a connection destination of data communication can be selected from the communication server 201 described above.

  The control server 303 is connected to the in-vehicle terminal 101 via the voice network N3, receives a voice call start request from the in-vehicle terminal 101, selects an operator, and selects the operator's headset 302 from the in-vehicle terminal 101. The voice call is output. In addition, the control server 303 transmits the setting command received from the operator terminal 301 to the communication server 201 of the information service center 200 via the communication network N1.

FIG. 2 is a block diagram illustrating configurations of the in-vehicle terminal 101 and the communication server 201 in the information service center system according to the first embodiment.
First, a configuration example of the in-vehicle terminal 101 will be described.
The in-vehicle terminal 101 includes a voice call unit 102, a data communication unit 103, a navigation unit 104, a quality confirmation unit 105, and an input / output control unit 106. The in-vehicle terminal 101 is mounted on the vehicle 100. The in-vehicle terminal 101 is connected to a microphone 111, a speaker 112, a display 113, and a touch sensor 114 mounted on the vehicle. The speaker 112 and the display 113 are examples of an “output unit” for outputting information from the in-vehicle terminal 101 to a passenger. The touch sensor 114 is an example of an “input unit” for inputting information from the passenger to the in-vehicle terminal 101. The input unit is not limited to the touch sensor 114, and may be a mechanical button, a remote controller, a voice input device, or the like.

  The voice call unit 102 receives the voice spoken by the passenger of the vehicle 100 via the microphone 111 and the input / output control unit 106, and transmits the voice to the control server 303 of the information service center 300 via the voice network N3. The voice call unit 102 receives voice uttered by the operator of the information service center 300 from the control server 303 via the voice network N3 and outputs the voice from the speaker 112 via the input / output control unit 106.

  The data communication unit 103 receives the service information set by the operator in response to the request by the voice call of the passenger from the communication server 201 of the information service center 200 via the communication network N2, and outputs the service information to the navigation unit 104. Further, the data communication unit 103 receives operator quality information indicating the quality of the operator of the information service center 300 from the communication server 201 of the information service center 200 via the communication network N2, and outputs it to the quality confirmation unit 105.

The navigation unit 104 receives service information from the data communication unit 103 and operates based on the service information. For example, when the navigation unit 104 receives service information indicating a destination, the navigation unit 104 executes a route search process from the current location of the vehicle 100 to the destination, sets a route to the destination, and performs guidance. The navigation unit 104 displays a guidance screen on the display 113 via the input / output control unit 106 or outputs a guidance voice from the speaker 112.
The navigation unit 104 is an example of an “operation unit”, and can be appropriately configured as long as it has a function that operates based on service information.

  The quality confirmation unit 105 confirms the quality of the service that the in-vehicle terminal 101 receives from the information service centers 200 and 300 before at least one of the voice call unit 102 starts the voice call and during the voice call, and performs input / output control on the quality confirmation result. Unit 106 or voice call unit 102. The input / output control unit 106 displays the quality confirmation result on the display 113 so that the passenger can select a connection destination based on the quality confirmation result. The voice call unit 102 disconnects and resumes the voice call in accordance with instructions from the quality confirmation unit 105.

  For example, the quality confirmation unit 105 receives operator quality information indicating the quality of the operator of the information service center 300 from the communication server 201 of the information service center 200 via the communication network N2, and determines the quality of the operator of the information service center 300. Check. Operator quality information is set by the operator according to the waiting time from the operator call to the connection, the understanding of the passenger's request by the operator, the operator's work progress with respect to the passenger's request, or the passenger's request At least one of the response speeds. The operator quality information may include at least one of an elapsed time from the start to the end of the voice call between the passenger and the operator, a time from the end of the voice call to the reception of the service information, or the number of receptions of the service information. Good.

  For example, the quality confirmation unit 105 confirms the quality of the voice call between the voice call unit 102 and the control server 303. The quality confirmation unit 105 determines the quality of the voice call based on the signal-to-noise (SN) ratio of the voice network N3, the number of disconnections, the operation rate, and the like. Further, the quality confirmation unit 105 may determine disconnection and resumption of the voice call based on the quality of the voice call, and may instruct the voice call unit 102.

  For example, the quality confirmation unit 105 confirms the quality of communication between the operator terminal 301 of the information service center 300 and the communication server 201 of the information service center 200. The quality confirmation unit 105 determines communication quality based on the SN ratio, packet loss, transmission delay, and the like of the communication network N1. The quality confirmation unit 105 may confirm the communication quality of the communication network N1, but the data communication unit 202 may confirm and the quality confirmation unit 105 may receive the confirmation result from the data communication unit 202.

  For example, the quality confirmation unit 105 confirms the quality of the data communication unit 103 and the communication server 201 of the information service center 200. The quality confirmation unit 105 determines communication quality based on the SN ratio, packet loss, transmission delay, and the like of the communication network N2.

  The quality confirmation unit 105 confirms at least one of operator quality, voice call quality, and communication quality, and outputs the confirmation result to the input / output control unit 106 or the voice call unit 102.

  The input / output control unit 106 receives information input to the microphone 111 and the touch sensor 114 and outputs the information to each unit of the in-vehicle terminal 101. The input / output control unit 106 receives information from each unit of the in-vehicle terminal 101 and outputs the information to the speaker 112 and the display 113.

Next, a configuration example of the communication server 201 will be described.
The communication server 201 includes a data communication unit 202, an in-vehicle terminal information management unit 203, an in-vehicle terminal information storage unit 204, a quality information management unit 205, a quality information storage unit 206, a service information management unit 207, and a service information storage unit 208.
The data communication unit 202 receives information input from the in-vehicle terminal 101 and the control server 303 and outputs the information to each unit of the communication server 201. In addition, the data communication unit 202 receives information from each unit of the communication server 201 and outputs the information to the in-vehicle terminal 101 and the control server 303.

The in-vehicle terminal information management unit 203 causes the in-vehicle terminal information storage unit 204 to store the current position information of the in-vehicle terminal input from the in-vehicle terminal 101 together with the identification number of the in-vehicle terminal. Further, the in-vehicle terminal information management unit 203 reads out the in-vehicle terminal information stored in the in-vehicle terminal information storage unit 204 according to the information acquisition instruction message received from the data communication unit 103, and outputs it to the data communication unit 202.
The in-vehicle terminal information storage unit 204 stores an identification number, a current location, and the like for each in-vehicle terminal 101. The in-vehicle terminal information storage unit 204 stores information indicating an exclusive operator of the in-vehicle terminal 101.

The quality information management unit 205 acquires operator quality information indicating the operator quality from the work information of the operator of the information service center 300, and stores it in the quality information storage unit 206 together with the operator attributes. Further, the quality information management unit 205 may cause the quality information storage unit 206 to store the communication quality confirmation result of the communication network N1 acquired by the data communication unit 202. In addition, the quality information management unit 205 reads out operator quality information and the like stored in the quality information storage unit 206 according to the information acquisition instruction message received from the in-vehicle terminal 101 via the data communication unit 202 and outputs the information to the in-vehicle terminal 101. To do.
The quality information storage unit 206 stores a destination number, operator quality information, and the like for each operator of the information service center 300. Further, the quality information storage unit 206 may store a confirmation result of the communication quality of the communication network N1.

The service information management unit 207 acquires a setting command set by the operator in the control server 303 via the data communication unit 202. The service information management unit 207 acquires the service information of the corresponding in-vehicle terminal 101 according to the acquired setting command, and outputs it to the in-vehicle terminal 101 via the data communication unit 202.
The service information storage unit 208 stores service information for each in-vehicle terminal 101. The service information includes information such as a destination name, latitude / longitude, telephone number, and address.

Next, a hardware configuration example of the in-vehicle terminal 101 and the communication server 201 will be described.
FIG. 3A is a diagram illustrating a hardware configuration example of the in-vehicle terminal 101.
As shown in FIG. 3A, the voice call unit 102 in the in-vehicle terminal 101 is a voice call device 123 that makes a voice call with the control server 303 via the voice network N3. The data communication unit 103 is a data communication device 124 that performs data communication with the communication server 201 via the communication network N2.
In addition, the navigation unit 104, the quality confirmation unit 105, and the input / output control unit 106 in the in-vehicle terminal 101 are realized by a processing circuit. That is, the in-vehicle terminal 101 confirms at least one of the operator quality, the voice call quality, and the communication quality, and performs a process for selecting at least one of a connection destination operator and a connection destination communication server. Provide a circuit. The processing circuit is a CPU (Central Processing Unit) 122 that executes a program stored in the memory 121.

  The functions of the navigation unit 104, the quality confirmation unit 105, and the input / output control unit 106 are realized by software, firmware, or a combination of software and firmware. Software or firmware is described as a program and stored in the memory 121. The CPU 122 reads out and executes the program stored in the memory 121, thereby realizing the functions of the navigation unit 104, the quality confirmation unit 105, and the input / output control unit 106. In other words, the in-vehicle terminal 101 includes a memory 121 for storing a program that, when executed by the CPU 122, results in each step to be described later being executed. These programs can be said to cause a computer to execute the procedures or methods of the navigation unit 104, the quality confirmation unit 105, and the input / output control unit 106.

Here, the CPU 122 and a CPU 222 to be described later are, for example, a central processing unit, a processing unit, an arithmetic unit, a processor, a microprocessor, a microcomputer, or a DSP (Digital Signal Processor).
The memory 121 and the memory 221 to be described later are, for example, a nonvolatile or volatile semiconductor memory such as a RAM (Random Access Memory), a ROM (Read Only Memory), a flash memory, an EPROM (Erasable Programmable ROM), or an EEPROM (Electrically EPROM). It may be a magnetic disk such as a hard disk or a flexible disk, or an optical disk such as a mini disk, a CD (Compact Disc), or a DVD (Digital Versatile Disc).

FIG. 3B is a diagram illustrating a hardware configuration example of the communication server 201.
As shown in FIG. 3B, the data communication unit 202 in the communication server 201 performs data communication with the in-vehicle terminal 101 via the communication network N2, and performs data communication with the control server 303 via the communication network N1. This is a data communication device 223 that performs.
Moreover, the in-vehicle terminal information management unit 203, the quality information management unit 205, and the service information management unit 207 in the communication server 201 are realized by a processing circuit. That is, the communication server 201 includes a processing circuit for storing operator quality information indicating the quality of the operator and service information set by the operator in response to a request by a voice call of a passenger of the vehicle 100. The processing circuit is a CPU 222 that executes a program stored in the memory 221.

  The functions of the in-vehicle terminal information management unit 203, the quality information management unit 205, and the service information management unit 207 are realized by software, firmware, or a combination of software and firmware. Software or firmware is described as a program and stored in the memory 221. The CPU 222 implements the functions of each unit by reading and executing the program stored in the memory 221. In other words, the communication server 201 includes a memory 221 for storing a program that, when executed by the CPU 222, results in each step to be described later being executed. These programs can be said to cause a computer to execute the procedures or methods of the in-vehicle terminal information management unit 203, the quality information management unit 205, and the service information management unit 207.

Next, the operation of the information service center system will be described.
4A and 4B are sequences showing operations of the in-vehicle terminal 101, the communication server 201, and the control server 303 of the information service center system according to Embodiment 1.
First, the communication server 201 stores the operator attributes and operator work information transmitted from the control server 303, the communication quality confirmation result of the communication network N1, and the like in the corresponding storage areas (step ST101). A passenger of the vehicle 100 operates the touch sensor 114 or inputs voice through the microphone 111, and a connection request to the operator is input to the input / output control unit 106 of the in-vehicle terminal 101 (step ST102). Based on the connection request, the input / output control unit 106 outputs an information acquisition instruction for acquiring operator quality information and the like to the data communication unit 103 (step ST103). Based on the information acquisition instruction, the data communication unit 103 transmits a quality information acquisition request to the communication server 201 of the information service center 200 via the communication network N2 (step ST104). The quality information acquisition request includes the identification number of the in-vehicle terminal 101 and the current location.

  The communication server 201 acquires the quality information of the corresponding operator based on the quality information acquisition request transmitted in step ST104, and transmits it to the in-vehicle terminal 101 (step ST105). The data communication unit 103 of the in-vehicle terminal 101 receives the quality information and outputs it to the quality confirmation unit 105 (step ST106). The quality information includes a destination number for connecting to the operator, an authentication result including the possibility of connection to the operator, operator quality information, and the like. Further, the quality information may include a confirmation result of the communication quality of the communication network N1. The quality confirmation unit 105 performs outgoing call determination using the input quality information (step ST107). Details of the call determination will be described later.

Quality confirmation unit 105 outputs a call instruction to the operator who has decided to make a call to voice call unit 102 (step ST108). The voice call unit 102 transmits a voice call start request to the control server 303 of the information service center 300 via the voice network N3 in accordance with the outgoing call instruction (step ST109). The voice call start request includes the destination number of the operator. The control server 303 selects the operator specified in the voice call start request (step ST110), and transmits the operator's voice utterance response input by the selected operator's headset 302 to the in-vehicle terminal 101 (step ST111). Voice call section 102 receives the operator's voice utterance response, and outputs it as voice output information to input / output control section 106 (step ST112). The input / output control unit 106 outputs a sound according to the input sound output information (step ST113).
As a result, a voice call between the passenger of the vehicle 100 and the operator of the information service center 300 becomes possible.

  An occupant of the vehicle 100 inputs, for example, information on a location that he / she wants to set as a destination to the input / output control unit 106 by voice call via the microphone 111 (step ST114). The input / output control unit 106 outputs the voice input information to the voice call unit 102 (step ST115). Voice call section 102 transmits a voice utterance response corresponding to the input voice input information to control server 303 (step ST116). By repeating the processing from step ST111 to step ST116, the voice call between the passenger of the vehicle 100 and the operator of the information service center 300 is continued.

When the voice call is continued, the in-vehicle terminal 101 repeatedly performs the processes of steps ST117 to ST123 shown below. The following description will be made assuming that the quality confirmation unit 105 periodically receives quality information when the voice call is continued.
When the voice call between the passenger of the vehicle 100 and the operator of the information service center 300 starts, the quality confirmation unit 105 displays the quality of the voice call, the communication quality, or the operation quality indicating whether the in-vehicle terminal 101 is operating normally. At least one of them is periodically confirmed (step ST117). Details of the quality confirmation method will be described later.

  In step ST117, the quality confirmation unit 105 determines that the voice call is disconnected when quality deterioration occurs, and automatically reconnects after the quality is restored. For example, the quality confirmation unit 105 determines that the voice call is disconnected when the quality of the voice call is less than a predetermined quality level during the voice call of the voice call unit 102 and instructs the voice call unit 102 to disconnect. (Step ST118). Voice call section 102 disconnects the voice call based on the input disconnection instruction (step ST119).

  Then, if the quality of the voice call exceeds a predetermined quality level after disconnection, quality checking unit 105 instructs voice call unit 102 to resume the voice call (step ST120). Voice call section 102 resumes the voice call based on the input restart instruction (step ST121).

  The quality confirmation unit 105 outputs the quality confirmation result in step ST117, the disconnection determination result determined to disconnect the voice call in step ST118, and the restart determination result determined to restart the voice call in step ST120 to the input / output control unit 106. (Step ST122). The input / output control unit 106 displays the input quality check result, disconnection determination result, and restart determination result on the display 113 or outputs the sound from the speaker 112 (step ST123). In the sequence diagram of FIG. 4B, the process of step ST123 is shown after step ST122. However, the quality confirmation result, the cut determination result, or the restart determination is performed at the subsequent stage of step ST117, the subsequent stage of step ST119, and the subsequent stage of step ST121. Any of the results may be displayed on the display 113 or may be configured to output sound from the speaker 112.

  When the voice call is continued, the operator selects information appropriate to the passenger's request, such as searching for a destination according to the passenger's request, based on the passenger's voice utterance response. When the operator finishes selecting appropriate information through the voice call from step ST111 to step ST116, the control server 303 transmits a voice call end request to the in-vehicle terminal 101 (step ST124). The voice call unit 102 of the in-vehicle terminal 101 ends the voice call based on the voice call end request (step ST125a). The control server 303 similarly ends the voice call (step ST125b). Control server 303 sets a command according to the information selected by the operator, and outputs the setting command to communication server 201 (step ST126). Communication server 201 acquires service information corresponding to the input setting command and transmits it to in-vehicle terminal 101 (step ST127).

  The data communication unit 103 of the in-vehicle terminal 101 outputs a route setting request to the destination indicated by the received service information to the navigation unit 104 (step ST128). The navigation unit 104 performs route guidance processing based on the input route setting request (step ST129). The navigation unit 104 outputs the route setting result and the route guidance information set by the route guidance process to the input / output control unit 106 (step ST130). The input / output control unit 106 displays a map screen showing the route set by the navigation unit 104 on the display 113, displays a guidance screen for guiding the route on the display 113, and provides guidance voice from the speaker 112. (Step ST131). The process ends here.

Next, details of the transmission determination process of the quality confirmation unit 105 shown in step ST107 of the sequence of FIG. 4 will be described.
The quality confirmation unit 105 outputs to the input / output control unit 106 at least one confirmation result among the operator quality, voice call quality, and communication quality. The input / output control unit 106 displays the quality confirmation result received from the quality confirmation unit 105 on the display 113 or outputs the sound from the speaker 112 to the passenger.

FIG. 5 is a screen example of the operator quality confirmation result presented to the passenger before the start of the voice call. In the screen example of FIG. 5, the waiting time, the response speed, and the communication quality are displayed for the operator with the destination number “BBB” in the information service center 300 named “AAA”. The passenger determines whether to connect to an operator of this quality and instructs the in-vehicle terminal 101 to connect. Incidentally, with respect to passenger output control unit 106, may be registered or emphasizes beforehand what quality, input-output control unit 106, from the operator candidates, preferentially of high quality rider emphasis operator It may be displayed on the screen, or only a high quality operator may be extracted and displayed on the screen.
The input / output control unit 106 outputs information on the operator that the passenger has instructed connection to the quality confirmation unit 105. And the quality confirmation part 105 determines with transmitting to this operator. If the passenger does not request connection with the operator and the operator to be sent is not determined, the voice call connection processing is terminated.

Next, details of the quality confirmation processing of the quality confirmation unit 105 shown in step ST117 of the sequence of FIG. 4 will be described.
The quality confirmation unit 105 confirms the quality of voice call, the quality of communication, or the operation quality of the in-vehicle terminal 101. Various quality confirmation methods can be applied. For example, a value required to provide an appropriate service for each quality is set in advance as a quality level, and the quality level, operator quality, and voice call are set. Or quality of communication is compared with information obtained by quantification. The set quality level can also be used when the quality confirmation unit 105 determines to resume the voice call.

FIG. 6 is a screen example of a communication quality confirmation result presented to the passenger.
In the screen example of FIG. 6, the voice call status, the voice call disconnection status, and the voice call resume status are displayed for the voice call with the operator having the destination number “BBB” in the information service center 300 named “AAA”. By referring to the screen of FIG. 6, the passenger can grasp the situation where the voice call is disconnected and the reconnection is performed so that the voice call is resumed because the voice call quality is poor. it can.

FIG. 7 is a flowchart showing a quality confirmation processing operation of the quality confirmation unit 105 of the in-vehicle terminal 101 according to the first embodiment.
The quality confirmation unit 105 refers to the voice call unit 102 and determines whether or not the passenger and the operator are talking (step ST141). If the passenger and the operator are not in a call (step ST141; NO), the process is terminated.

  On the other hand, when the passenger and the operator are in a call (step ST141; YES), the quality confirmation unit 105 has a voice call quality, a communication quality, or an operation quality of the in-vehicle terminal 101 equal to or higher than a set quality level. Is determined (step ST142). If the quality is not equal to or higher than the set quality level (step ST142; NO), the quality confirmation unit 105 instructs the voice call unit 102 to disconnect the voice call (step ST143). The quality confirmation unit 105 refers again to the quality of the voice call, the quality of communication, or the operation quality of the in-vehicle terminal 101, and determines whether or not the quality has recovered to the quality level or higher (step ST144). When the quality is recovered (step ST144; YES), the quality confirmation unit 105 instructs the voice call unit 102 to resume the voice call (step ST145). On the other hand, when quality does not recover (step ST144; NO), the determination process of step ST144 is repeated.

When the quality is equal to or higher than the set quality level (step ST142; YES) and when the process of step ST145 is completed, the quality confirmation unit 105 outputs the quality confirmation result to the input / output control unit 106 (step ST146). Exit.
Note that after instructing disconnection of the voice call in step ST143 described above, the disconnection result is output to the input / output control unit 106, and after instructing resumption of the voice call in step ST145, the restart result is output to the input / output control unit 106. Also good.

The operation of the control server 303 that operates in parallel with the quality confirmation process of the quality confirmation unit 105 of the in-vehicle terminal 101 described above will be described.
FIG. 8 is a flowchart showing search processing of the operation of the control server 303 of the information service center system according to the first embodiment. In the example of FIG. 8, an example in which the control server 303 searches for a destination will be described. However, the information is not limited to the destination and can be appropriately changed as long as the information is desired by the passenger.
Control server 303 determines whether or not the passenger and the operator are busy (step ST151). If the passenger and the operator are not in a call (step ST151; NO), the process ends.

  On the other hand, when the passenger and the operator are busy (step ST151; YES), the control server 303 searches for the destination desired by the passenger based on the operator's input operation (step ST152). The control server 303 determines whether the operator has found a destination (step ST153). When the destination is not found (step ST153; NO), the process returns to step ST152. On the other hand, when the destination is found (step ST153; YES), the control server 303 outputs a voice call end request to the in-vehicle terminal 101 (step ST154). In addition, control server 303 transmits the found destination as a setting command to communication server 201 (step ST155), and ends the process.

  As described above, according to the first embodiment, the quality of the operator based on the operator quality information received from the communication server 201 by the data communication unit 103, the quality of the voice call, the communication between the operator terminal 301 and the communication server 201 If at least one of the qualities is confirmed and the quality of the voice call is less than a predetermined quality level during the voice call, the voice call unit 102 is instructed to disconnect the voice call, and then the voice call When the quality exceeds a predetermined quality level, since it is configured to include the quality confirmation unit 105 for instructing the resumption of the voice call, the vehicle-mounted terminal mounted on the mobile body whose situation changes every moment like a vehicle Therefore, it is possible to connect with an operator who can expect to receive a high-quality service. In addition, even if sudden changes occur in the voice communication of the in-vehicle terminal, the passenger can understand the cause of the change by referring to the information in the quality confirmation unit, and the passenger's service satisfaction The degree can be improved.

Embodiment 2. FIG.
The second embodiment shows a configuration in which the quality confirmation unit 105 reduces the information amount of the voice signal and transmits the information to the control server 303 when it is determined that the quality of the voice call is degraded.
Since the configurations of the in-vehicle terminal 101, the communication server 201, and the control server 303 of the second embodiment are the same as those of the first embodiment shown in FIGS. 1 and 2, the description of the block diagram is omitted.

  The quality confirmation unit 105 refers to the voice call quality of the voice call unit 102 and instructs the voice call unit 102 to encode a voice signal when the quality of the voice call does not satisfy the set quality level.

  The voice call unit 102 encodes the voice signal in accordance with the coding instruction input from the quality confirmation unit 105, and outputs the voice coded signal to the control server 303 via the voice network N3. The voice call unit 102 receives voice uttered by the operator as a voice encoded signal from the control server 303 via the voice network N3. The voice call unit 102 decodes the received voice encoded signal into a voice signal, and outputs the voice from the speaker 112 via the input / output control unit 106.

  As a method of encoding, a method of converting an audio signal into code information, a method of converting an audio signal into a character string, or the like can be applied. When converting an audio signal into encoded information, the audio signal is quantized and encoded. In addition, when the voice signal is converted into a character string, the voice information is recognized and converted into a character string to be converted into text information.

Next, operations of the in-vehicle terminal 101 according to Embodiment 2 will be described focusing on the operations of the quality confirmation unit 105 and the voice call unit 102.
FIG. 9 is a sequence diagram illustrating operations of the in-vehicle terminal 101, the communication server 201, and the control server 303 of the information service center system according to the second embodiment. 9, the description of the same steps as those in the sequence diagram of the first embodiment shown in FIG. 4 is omitted or the same reference numerals are given and the description thereof is omitted.

After the voice call is started, the quality confirmation unit 105 of the in-vehicle terminal 101 periodically confirms at least one of the quality of the voice call, the communication quality, and the operation quality of the in-vehicle terminal 101 as step ST117.
If the quality of the voice call has deteriorated in the quality check in step ST117, the quality check unit 105 instructs the voice call unit 102 to perform voice encoding (step ST201). The voice call unit 102 encodes a voice utterance response corresponding to the voice input information input via the input / output control unit 106 in accordance with the voice encoding instruction, and transmits the voice encoded information to the control server 303 (step ST202). ).

  The control server 303 transmits the voice encoded information obtained by encoding the operator's voice utterance response to the voice call unit 102 of the in-vehicle terminal 101 (step ST203). Voice call section 102 decodes the received voice encoded information and outputs a voice signal to input / output control section 106 (step ST204). The input / output control unit 106 outputs the input audio signal as audio to the speaker 112 (step ST205). After that, in the quality check in step ST117, when the communication quality or the operation quality of the in-vehicle terminal 101 is deteriorated, the processing after step ST118 is performed as in the first embodiment. Further, in the quality confirmation in step ST117, when the communication quality or the operation quality of the in-vehicle terminal 101 has not deteriorated, the processing after step ST124 is performed as in the first embodiment.

Next, details of the quality confirmation processing of the quality confirmation unit 105 will be described.
FIG. 10 is a flowchart showing the operation of the quality confirmation unit 105 of the in-vehicle terminal 101 according to the second embodiment. In FIG. 10, the same steps as those in the flowchart of the first embodiment shown in FIG.
When the passenger and the operator are in a call (step ST141; YES), the quality confirmation unit 105 determines whether or not the quality of the voice call is equal to or higher than the set quality level (step ST211). When the quality level is not equal to or higher than the set quality level (step ST211; NO), the quality confirmation unit 105 instructs the voice call unit 102 to encode the voice signal to be transmitted and decode the received voice signal (step ST212). On the other hand, when the quality of the voice call is equal to or higher than the set quality level (step ST211; YES), the process proceeds to step ST146.

  The quality confirmation unit 105 determines whether or not the communication quality and the operation quality of the in-vehicle terminal 101 are equal to or higher than the set quality level (step ST213). If it is not higher than the set quality level (step ST213; NO), the quality confirmation unit 105 proceeds to the process of step ST143. If the quality level is equal to or higher than the set quality level (step ST213; YES), the quality confirmation unit 105 proceeds to the process of step ST146.

  As described above, according to the second embodiment, when the voice quality is less than a predetermined quality level during a voice call, the passenger's voice call is converted into code information or text information to control server 303. Since the voice call unit 102 that converts the text information or code information of the voice call of the operator into a voice signal and outputs the voice to the speaker 112 is provided, even when the quality of the voice call is deteriorated, The passenger can continue to communicate with the operator, and the passenger can receive a service with a high degree of satisfaction.

Embodiment 3 FIG.
Embodiment 3 shows a configuration for checking the quality of an operator and determining an optimum connection destination.
FIG. 11 is a block diagram illustrating a configuration of the in-vehicle terminal 101a according to the third embodiment. The in-vehicle terminal 101a according to Embodiment 3 has a configuration in which a connection destination selection unit 107 is added to the in-vehicle terminal 101 according to Embodiment 1 shown in FIG. 11, parts that are the same as or correspond to those in FIG. 1 are given the same reference numerals, and descriptions thereof are omitted.

  Based on the quality information of the operator, the quality confirmation unit 105 waits from the call origination to the connection, the understanding status of the passenger's request by the operator, the progress of the operator's work with respect to the passenger's request, or the passenger's request The operator confirms at least one of the response speeds for setting the setting command.

  The connection destination selection unit 107 performs at least one of selection of a connection destination operator or selection of a connection destination communication server based on the quality confirmation result of the quality confirmation unit 105. For example, in a situation where it is confirmed that the communication quality has deteriorated, the connection destination selection unit 107 preferentially selects an operator with a short waiting time as a connection destination. The quality confirmation unit 105 makes a call determination for at least one of the operator or the communication destination server selected by the connection destination selection unit 107 using the quality information of connectable candidates extracted by the communication server.

  The understanding status of the request described above is determined by using signal noise and understanding level information transmitted by the operator himself / herself. The work progress status is determined using work information during work transmitted by the operator himself. The work progress information may include result acquisition information that is determined by using the number of retrieved results, content information, and the like transmitted by the operator. The response speed is calculated from the time before the operator's work is completed after connecting to the operator and the number of results provided.

Next, the operation of the in-vehicle terminal 101a according to Embodiment 3 will be described focusing on the operation of the quality confirmation unit 105.
FIG. 12 is a sequence diagram illustrating operations of the in-vehicle terminal 101a, the communication server 201, and the control server 303 according to the third embodiment. In FIG. 12, the same steps as those in the sequence diagram of the first embodiment shown in FIG. 4 are not described, or the same reference numerals are given and description thereof is omitted.

  When the data communication unit 103 receives the quality information transmitted from the communication server 201 in step ST105 in response to the quality information acquisition request transmitted in step ST104, the in-vehicle terminal 101 receives the quality information received from the quality communication unit 103. It outputs to the confirmation part 105 (step ST106). Based on the input quality information, the quality confirmation unit 105 waits from the call of the operator to the connection, the understanding state of the passenger's request by the operator, the operator's work progress with respect to the passenger's request, or the passenger's work In response to the request, the operator confirms at least one of the response speeds for setting the service information (step ST301).

  Quality confirmation unit 105 outputs the quality confirmation result to connection destination selection unit 107 (step ST302). The connection destination selection unit 107 creates a connection request list including at least one of the connection destination candidates of the operator or the connection destination candidates of the communication server based on the quality confirmation result (step ST303). The connection destination selection unit 107 transmits the created connection request list to the communication server 201 via the data communication unit 103 (steps ST304 and 305).

  The communication server 201 extracts connectable candidates including at least one connectable operator or connectable communication server from the received connection request list, and transmits the connection destination candidates to the data communication unit 103 of the in-vehicle terminal 101 ( Steps ST306, 307). Data communication section 103 outputs the received connectable candidates to quality confirmation section 105 (step ST308). The quality confirmation unit 105 performs outgoing call determination using the quality information of the connectable candidate operator (step ST107). Thereafter, the in-vehicle terminal 101 performs the processes after step ST108.

  As described above, according to the third embodiment, the quality confirmation unit 105 waits from an operator call to connection, the understanding status of the passenger's request by the operator, the operator's work progress status with respect to the passenger's request, Alternatively, the quality confirmation unit 105 confirms at least one of the response speeds at which the operator sets service information in response to a passenger's request, and the connection destination operator selection or connection destination communication from the quality confirmation result of the quality confirmation unit 105 Since the connection destination selection unit 107 that performs at least one server selection is provided, it is possible to connect to an optimal operator or an optimal communication server. Thereby, the passenger can receive a service with high satisfaction.

Embodiment 4 FIG.
FIG. 13 is a block diagram illustrating a configuration of the in-vehicle terminal 101b according to the fourth embodiment. The in-vehicle terminal 101b according to the fourth embodiment has a vehicle operation information acquisition unit 108 added to the in-vehicle terminal 101a in the third embodiment shown in FIG. 11, and the connection destination selection unit 107 is changed to the connection destination selection unit 107a. It is the structure which was made. In FIG. 13, the same or corresponding parts as in FIG.

  The vehicle operation information acquisition unit 108 acquires vehicle operation information including the position, speed, direction, and surrounding map of the vehicle 100 from the navigation unit 104. When the vehicle operation information acquisition unit 108 acquires information from the navigation unit 104, for example, that the current position is before and after the tunnel, the traveling direction is the tunnel direction, and the speed is equal to or greater than a certain threshold, the vehicle travels in the tunnel. It is possible to acquire the vehicle operation information that is predicted.

In addition to the quality confirmation result by the quality confirmation unit 105, the connection destination selection unit 107a performs at least one of selection of a connection destination operator, selection of a connection destination communication server, or connection timing based on the vehicle operation information. Do.
In the situation where the quality confirmation unit 105 performs the outgoing call determination, the connection destination selection unit 107a determines at least one of the connection destination candidates of the operator or the connection destination candidates of the communication server based on the current position of the vehicle 100 and the quality confirmation result. A connection request list including one and connection timing is created. Here, for example, when it is predicted that the vehicle travels in the tunnel, the connection timing is disconnected when the tunnel travel is predicted to start, and resumed when the tunnel travel is predicted to end. This is information indicating the timing for connecting or disconnecting a voice call.
In a situation where the quality confirmation unit 105 performs quality confirmation during a call with the operator, the connection destination selection unit 107a determines whether to disconnect the voice call based on the current position of the vehicle 100 and the quality confirmation result or the voice call. Make a restart decision.

  The vehicle operation information acquisition unit 108 acquires, for example, vehicle operation information that is traveling in a place where voice communication or communication is cut off in the tunnel. Moreover, the quality confirmation part 105 confirms that the understanding condition of an operator's request | requirement is bad, for example. The connection destination selection unit 107a determines to disconnect the voice call with the operator. In addition to disconnecting the voice call with the operator, the restart of the voice call may be delayed until it is determined that traveling in the tunnel has ended and communication has been recovered. The determination that the communication has been restored can be made, for example, by comparing the signal-to-noise ratio with a threshold value.

Next, the operation will be described.
FIG. 14 is a sequence diagram illustrating operations of the in-vehicle terminal 101b, the communication server 201, and the control server 303 of the information service center system according to the fourth embodiment. In FIG. 14, the same steps as those in the sequence diagram of the first embodiment shown in FIG. 4 are not described or given the same reference numerals and the description thereof is omitted.

When the in-vehicle terminal 101 receives the quality information transmitted from the communication server 201 in step ST105 in response to the quality information acquisition request transmitted in step ST104, the in-vehicle terminal 101 outputs the quality information received by the data communication unit 103 to the quality confirmation unit 105. (Step ST106). Based on the input quality information, the quality confirmation unit 105 waits from the call of the operator to the connection, the understanding state of the passenger's request by the operator, the operator's work progress with respect to the passenger's request, or the passenger's work In response to the request, the operator confirms at least one of the response speeds for setting the service information (step ST301). Quality confirmation unit 105 outputs the quality confirmation result to connection destination selection unit 107a (step ST302).
It is assumed that the vehicle operation information acquisition unit 108 constantly acquires vehicle operation information and outputs it to the connection destination selection unit 107a (step ST401).

  The connection destination selection unit 107a creates a connection request list including connection timing and at least one of the connection destination candidates of the operator or the connection destination candidates of the communication server based on the quality confirmation result and the vehicle operation information (step ST402). The connection destination selection unit 107a transmits the created connection request list to the communication server 201 via the data communication unit 103 (steps ST403 and 404).

  The communication server 201 extracts a connectable candidate including at least one connectable operator or connectable communication server and connection timing from the received connection request list, and transmits it to the data communication unit 103 of the in-vehicle terminal 101 ( Steps ST405 and 406). Data communication section 103 outputs the received connectable candidate to quality confirmation section 105 (step ST407). The quality confirmation unit 105 performs outgoing call determination using the quality information of the connectable candidate operator (step ST107). Thereafter, the in-vehicle terminal 101 performs processing from step ST108 to step ST116.

The quality confirmation unit 105 confirms at least one of the quality of voice call, the quality of communication, and the operation quality of the in-vehicle terminal 101, and outputs the quality confirmation result to the connection destination selection unit 107a (steps ST117 and 408). ).
The connection destination selection unit 107a determines whether quality degradation has occurred or quality degradation is predicted based on the input quality confirmation result and the vehicle operation information that has been continuously input (Step S107). ST409)
For example, when quality degradation occurs or quality degradation is predicted, the connection destination selection unit 107a determines to disconnect the voice call and instructs the voice call unit 102 to disconnect (step ST410). Voice call section 102 disconnects the voice call based on the input disconnection instruction (step ST411).

  If the quality of the voice call exceeds a predetermined quality level after disconnection, connection destination selection section 107a instructs voice call section 102 to resume the voice call (step ST412). Voice call section 102 resumes the voice call based on the input resume instruction (step ST413).

  The quality confirmation unit 105 outputs the quality confirmation result in step ST117, and the connection destination selection unit 107a outputs the disconnection determination result in step ST409 and the restart determination result in step ST412 to the input / output control unit 106 (steps ST414 and 415). The input / output control unit 106 displays the input quality confirmation result, disconnection determination result, and resumption determination result on the display 113 or outputs the sound from the speaker 112 (step ST123).

  As described above, according to the fourth embodiment, the waiting time from the calling of the operator to the connection, the understanding state of the passenger's request by the operator, the progress of the operator's work with respect to the passenger's request, or the passenger's request A quality confirmation unit 105 that confirms at least one of the response speeds for which the operator sets service information according to the vehicle, a vehicle operation information acquisition unit 108 that acquires information on the position and travel route of the vehicle, and a quality confirmation unit 105. A connection destination selection unit 107a that performs at least one of selection of a connection destination operator, selection of a connection destination communication server, or selection of connection timing from the quality confirmation result of the vehicle and the acquisition information of the vehicle operation information acquisition unit 108. Therefore, reducing the number of communications that fail to acquire service information due to the deterioration of the quality of voice calls between passengers and operators Can, it is possible to properly obtain the service information. Thereby, the passenger can receive a service with high satisfaction.

Embodiment 5. FIG.
FIG. 15 is a block diagram showing a configuration of in-vehicle terminal 101c according to the fifth embodiment.
The in-vehicle terminal 101c according to Embodiment 5 has a configuration in which a quality evaluation unit 109 is added to the in-vehicle terminal 101 according to Embodiment 1 shown in FIG. In FIG. 15, the same or corresponding parts as those in FIG.

  The quality evaluation unit 109 refers to the elapsed time from the start to the end of the voice call, the time from the end of the voice call to the reception of the service information acquired by referring to the communication between the voice call unit 102 and the data communication unit 103, or the service information Based on at least one of the reception times, the operator's quality is evaluated and operator quality information is generated. The operator quality information is generated after the voice call is terminated and the service information is acquired from the communication server 201.

  The data communication unit 103 transmits the operator quality information generated by the quality evaluation unit 109 to the communication server 201 via the communication network N2. The quality information management unit 205 of the communication server 201 stores the operator quality information received by the data communication unit 202 in the quality information storage unit 206 together with the operator attributes.

  Further, the data communication unit 103 receives the operator quality information generated by the quality evaluation unit of itself or an in-vehicle terminal other than itself stored in the quality information storage unit 206 of the communication server 201, and sends the input / output control unit 106. It may be configured to display on the display 113. In addition to being displayed on the display 113, it may be stored in a primary storage area (not shown), read from the temporary storage area based on a request input from the passenger, and displayed on the display 113.

  The operator quality information stored in the quality information storage unit 206 of the communication server 201 includes the acquired elapsed time from the start to the end of the voice call, the time from the end of the voice call to the reception of the service information, or the number of times the service information has been received. In addition to operator evaluation information evaluated based on at least one of them, qualitative evaluation information estimated from the operator evaluation information may be included. The qualitative evaluation information is information indicating that the service quality is poor, for example, when the time from the end of the voice call to the reception of the service information is long. Further, for example, when the number of times the passenger changes and sets the route information after the service ends, the operator cannot set the route expected by the passenger, indicating that the service quality is poor.

  As described above, according to the fifth embodiment, based on at least one of the elapsed time from the start to the end of the voice call, the time from the end of the voice call to the reception of the service information, or the number of receptions of the service information. The quality evaluation unit 109 for evaluating the operator quality and generating operator quality information and the data communication unit 103 for transmitting the generated operator quality information to the communication server 201 are provided. Can be collected and stored in a communication server.

  Further, according to the fifth embodiment, the data communication unit 103 that receives the operator quality information stored in the quality information storage unit 206 of the communication server 201 and generated by the quality evaluation unit of the in-vehicle terminal other than itself is provided. Therefore, the passenger can check the quality of each operator before starting the voice call.

Embodiment 6 FIG.
Embodiment 6 shows a configuration in which a route being guided is changed using operator quality information received from the communication server 201 when a passenger and an operator make a voice call.
Since the configuration of the in-vehicle terminal according to the sixth embodiment is the same as the configuration of the in-vehicle terminal according to the first embodiment shown in FIG. 2, description of the block diagram is omitted.

  The data communication unit 103 searches the position information searched by the operator in response to the request for the destination search by the passenger during the voice call between the passenger and the operator or the search position information indicating the position information the operator has finished searching. Is received from the communication server 201. The communication server 201 transmits the search position information at regular timing intervals during a voice call.

  The navigation unit 104 changes the route being guided based on the position information indicated by the received search position information before the data communication unit 103 receives the service information from the communication server 201. Thereafter, when the data communication unit 103 receives the search position information, the navigation unit 104 guides a route to the destination indicated by the received search position information. Specifically, the navigation unit 104 inserts the position information indicated by the search position information via the currently set route, or corrects the currently set route information in the direction indicated by the search position information. .

  For example, the navigation unit 104 determines in advance that the position information after the search indicated by the search position information is within a predetermined angle range from a straight line connecting the current position of the vehicle 100 and the destination and from the current position of the vehicle 100. The route being guided is changed based on the position information indicated by the search position information.

  Moreover, the navigation part 104 may notify the guidance based on the positional information which the received search positional information shows. For example, when the vehicle 100 is traveling on an expressway and the position information indicated by the search position information is close to the next exit on the expressway, the navigation unit 104 notifies the passenger of deceleration. As a result, it is possible to prevent the exit of the expressway from passing before the search for the operator is completed.

  Here, the navigation unit 104 determines whether the vehicle 100 is traveling on the expressway from the route information and the vehicle information. Further, the navigation unit 104 calculates the arrival time from the distance from the exit of the highway to the current position of the vehicle 100 and the current traveling speed of the vehicle 100 based on the route information, and the arrival time is less than a predetermined threshold. If it is short, it is determined that it is close to the next exit of the expressway.

Next, operation | movement of the navigation part 104 of the vehicle-mounted terminal 101 is demonstrated.
FIG. 16 is a flowchart showing the operation of the navigation unit 104 of the in-vehicle terminal 101 according to the sixth embodiment.
The quality confirmation unit 105 refers to the voice call unit 102 and determines whether or not the passenger and the operator are talking (step ST501). If the passenger and the operator are not in a call (step ST501; NO), the process returns to step ST501.

  When the passenger and the operator are in a call (step ST501; YES), the navigation unit 104 acquires the search position information received via the data communication unit 103 (step ST502). The navigation unit 104 determines whether to change the route being guided using the position information based on the acquired position information of the searched position information and the current position information of the vehicle 100 (step ST503). When changing the route being guided (step ST503; YE), the navigation unit 104 changes the route being guided using the position information (step ST504). Thereafter, the process returns to step ST501. On the other hand, when the route being guided is not changed (step ST503; NO), the process returns to step ST501.

  As described above, according to the sixth embodiment, during the voice call between the passenger and the operator, the position information or the data that the data communication unit 103 is searching for in response to the destination search request by the passenger or Before the navigation unit 104 receives service information, the route being guided is changed based on the location information indicated by the received search location information. Since it comprised so, the route guidance according to the search condition of an operator can be performed.

  Further, according to the sixth embodiment, since the navigation unit 104 is configured to notify the guidance based on the position information indicated by the search position information, the vehicle terminal has passed the destination after the search is completed. Can be prevented in advance.

  In the present invention, within the scope of the invention, any combination of each embodiment, any component of each embodiment can be modified, or any component of each embodiment can be omitted.

  DESCRIPTION OF SYMBOLS 100 Vehicle, 101 In-vehicle terminal, 102 Voice communication part, 103 Data communication part, 104 Navigation part, 105 Quality confirmation part, 106 Input / output control part, 107 Connection destination selection part, 108 Vehicle operation information acquisition part, 109 Quality evaluation part, 111 microphone, 112 speaker, 113 display, 114 touch sensor, 121, 221 memory, 122, 222 CPU, 123 voice communication device, 124 data communication device, 200, 300 information service center, 201 communication server, 202 data communication unit, 203 In-vehicle terminal information management unit 204 In-vehicle terminal information storage unit 205 Quality information management unit 206 Quality information storage unit 207 Service information management unit 208 Service information storage unit 223 Data communication device 301 Operator terminal 302 Headset Door, 303 control server.

Claims (10)

A voice call unit for making a voice call between a vehicle passenger and an operator of the information service center;
A data communication unit for receiving operator quality information indicating the quality of the operator of the information service center and service information set by the operator in response to a request by voice communication of the passenger from a communication server of the information service center;
An operation unit that operates based on service information received by the data communication unit from the communication server;
In at least one of before or during a voice call voice call initiated by the voice communication unit, a quality check unit for the data communication unit to check the quality of the operator based on the operator quality information received from the communication server,
An input / output control unit that outputs a quality confirmation result by the quality confirmation unit, receives an instruction of selection of a connection destination operator or selection of a connection destination communication server, and outputs the instruction to the voice call unit or the data communication unit; Prepared ,
Based on the operator quality information, the quality confirmation unit is configured so that an operator can obtain service information according to an understanding status of the passenger's request by the operator, an operator's work progress status with respect to the passenger's request, or the passenger's request. vehicle terminal you, characterized in that to check at least one of the answering rate to set. The quality confirmation unit further confirms the quality of the voice call. If the quality of the voice call is less than a predetermined quality level during the voice call , the quality confirmation unit instructs the voice call unit to disconnect the voice call. 2. The in-vehicle terminal according to claim 1, wherein when the quality of the voice call exceeds the predetermined quality level, the voice call is instructed to be resumed.   The in-vehicle terminal according to claim 1, wherein the voice call unit converts the voice call of the passenger into text information or code information and transmits the text information or code information to the information service center.   The in-vehicle terminal according to claim 1, further comprising: a connection destination selection unit that performs at least one of selection of a connection destination operator or selection of a connection destination communication server based on a quality confirmation result by the quality confirmation unit. A vehicle operation information acquisition unit for acquiring information on the position and travel route of the vehicle;
The connection destination selection unit is configured to select a connection destination operator, a connection destination communication server, or a connection timing based on a quality confirmation result by the quality confirmation unit and information acquired by the vehicle operation information acquisition unit. 5. The in-vehicle terminal according to claim 4, wherein at least one is performed. Evaluation of operator quality based on at least one of the elapsed time from the start to the end of the voice call between the passenger and the operator, the time from the end of the voice call to the reception of the service information, or the number of receptions of the service information A quality evaluation unit for generating the operator quality information,
The in-vehicle terminal according to claim 1, wherein the data communication unit transmits the operator quality information generated by the quality evaluation unit to the communication server. The in-vehicle terminal according to claim 6 , wherein the data communication unit receives operator quality information generated by a quality evaluation unit of another in-vehicle terminal stored in the communication server. The data communication unit receives, from the communication server, the search position information indicating the position information searched by the operator or the position information that has been searched in response to a request for a destination search by the passenger during a voice call. ,
The operation unit is a navigation unit for guiding the route of the vehicle, and the route being guided based on the position information indicated by the search position information received before the data communication unit receives the service information. The vehicle-mounted terminal according to claim 1, wherein when the data communication unit receives the service information, the route to the destination indicated by the service information is guided. A communication server for storing operator quality information indicating the quality of the operator of the information service center, and service information set by the operator in response to a request by a voice call of a vehicle passenger;
Based on a voice call unit that performs a voice call between a passenger of the vehicle and an operator of the information service center, a data communication unit that communicates with the communication server, and service information that the data communication unit receives from the communication server An in-vehicle terminal equipped with an operation unit that operates,
The in-vehicle terminal is
At least one of during a voice call before or voice call by the voice communication unit, a quality check unit for the data communication unit to check the quality of the operator based on the operator quality information received from the communication server,
An input / output control unit that outputs a quality confirmation result by the quality confirmation unit, receives an instruction of selection of a connection destination operator or selection of a connection destination communication server, and outputs the instruction to the voice communication unit or the data communication unit ,
Based on the operator quality information, the quality confirmation unit is configured so that an operator can obtain service information according to an understanding status of the passenger's request by the operator, an operator's work progress status with respect to the passenger's request, or the passenger's request. information service center system that is characterized in that to check at least one of the answering rate to set. A voice call unit that performs a voice call between a vehicle occupant and an information service center, a data communication unit that communicates with a communication server of the information service center, and the passenger received from the communication server by the data communication unit A connection destination selection method for an in-vehicle terminal provided with an operation unit that operates based on service information set by an operator in response to a request by voice call,
The data communication unit receiving operator quality information indicating the quality of the operator of the information service center from the communication server;
A step quality verification unit, at least one of a voice call before or Voice Call by the voice communication unit, to check the quality of the operator based on the operator quality information the data communication unit has received from the communication server,
The input / output control unit outputs the quality confirmation result by the quality confirmation unit, receives at least one instruction of selection of a connection destination operator or selection of a connection destination communication server, and outputs the instruction to the voice call unit or the data communication unit With steps ,
Based on the operator quality information, the quality confirmation unit is configured to provide service information to the operator in response to an understanding status of the passenger's request by the operator, an operator's work progress status with respect to the passenger's request, or the passenger's request. connection destination selecting method of the in-vehicle terminal, characterized that you check at least one of the answering rate to set.

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