JP6865052B2 - Guidance device - Google Patents

Description

The present invention relates to a guidance device that sequentially changes and outputs the content to be guided to the user.

As a device for providing guidance, for example, there is a ticket vending machine at a station. That is, the ticket vending machine informs the user about the sale of tickets. It should be noted that not only the ticket vending machines at stations but also various devices having an interface for users are considered to be guidance devices for providing guidance.

As a technique related to a ticket vending machine, one having a function of learning the proficiency level of a staff member (see Patent Document 1) and one having a function of learning about a touch operation of a charge button (see Patent Document 2) are known.

In a ticket vending machine at a station as an example of a guidance device, it is considered that guidance until ticket issuance is generally given to all users in a uniform procedure. However, if the guidance device guides all users in the same procedure, some users may want more polite guidance depending on the proficiency level of each user. On the contrary, some users may want to skip the polite guidance and proceed quickly with as few steps as possible. For example, with regard to the guidance procedure up to ticket issuance at a ticket vending machine at a station as a guidance device, inexperienced people tend to want to proceed while receiving detailed explanations one by one, but those who are accustomed to it If so, it is assumed that there is a tendency to reduce the number of steps as much as possible and receive the necessary tickets. In other words, it was not always possible to respond to the proficiency level of individual users.

Japanese Unexamined Patent Publication No. 8-83310 Japanese Unexamined Patent Publication No. 10-31475

The present invention has been made in view of the above points, and when changing the content to be guided to the user, the method of changing the output content differs depending on the proficiency level of each user. By doing so, it is an object of the present invention to provide a guidance device that is easier to operate for various users.

The guide device for achieving the above object, to obtain information about the use status of the user, and proficiency estimation unit that estimates a proficiency based on the information, with reference to the guide state database, according to the learning level information It is provided with a guidance state selection unit for selecting a state to be performed, and a guidance output unit for guiding the user based on the state selected by the guidance state selection unit.

In the above guidance device, the proficiency level estimation unit estimates the user's proficiency level based on the information on the user's usage state, and the guidance state selection unit provides guidance according to the proficiency level while referring to the guidance state database. A state is selected, and guidance is given to the user based on the state selected by the guidance output unit. This makes it possible to change the output content of the guidance procedure and the like according to the proficiency level of the user, and it is possible to provide guidance that is easier to operate to various users with different proficiency levels.

A specific aspect of the present invention further includes a guidance state data update unit that updates data related to guidance stored in the guidance state database. In this case, the guidance status data update unit can update the guidance data.

In another aspect of the present invention, the guidance state database stores the guidance state data together with the evaluation value as a reference for the state change, and the guidance state data update unit updates the evaluation value stored in the guidance state database. To do. In this case, it is possible to perform learning to update the evaluation value that is the reference of the state change according to the characteristics of the user and the like.

In yet another aspect of the present invention, the guidance state data update unit acquires at least one of information on the user's facial expression and information on the quickness of the user's operation, and uses it as information for updating the evaluation value. Use. In this case, learning to update the evaluation value based on the information on the user's facial expression and the information on the quickness of the user's operation so as to change the state in a more preferable order for the user, that is, to guide the user. You can.

In yet another aspect of the present invention, in the guidance state database, the evaluation value is stored for each proficiency level estimated by the proficiency level estimation unit. In this case, the evaluation value can be updated for each user's proficiency level.

In yet another aspect of the present invention, in the guidance state database, the evaluation value is stored for each combination of the guidance state, the input content made by the user's operation, and the proficiency level. In this case, by updating the evaluation values stored for each of the above combinations, it is possible to learn to guide the user in a more preferable order from among various selectable state change patterns.

In yet another aspect of the present invention, the proficiency level estimation unit estimates the proficiency level based on the image information of the user's face. In this case, it is possible to estimate the proficiency level from, for example, gender, age, nationality, etc. from the image information of the user's face.

In yet another aspect of the present invention, the proficiency level estimation unit estimates proficiency level using any of a database, a decision tree, and a model formula for user information. In this case, the proficiency level can be estimated more appropriately or more quickly according to the set estimation method.

In yet another aspect of the present invention, there is an operation status acquisition unit that acquires the operation status of the user when the guidance input by the operation of the user is received, and an appearance information acquisition unit that acquires information on the appearance of the user. Further prepare. In this case, in addition to acquiring information for estimating proficiency, for example, from the operation status acquisition unit and the appearance information acquisition unit, for example, a guidance state data update unit for updating the guidance data stored in the guidance status database is further provided. In some cases, it is conceivable to obtain information for updating the data.

In yet another aspect of the present invention, the appearance information acquisition unit has a camera capable of detecting the user's face. In this case, the user information can be acquired from the user's face detected by the camera.

In yet another aspect of the present invention, the user's ID information is received, and an existing information calling unit that calls the existing input information by the user's operation, which is stored in association with the received ID information, is further provided for guidance. The state selection unit selects a state to be guided according to the information called by the existing information calling unit. In this case, since it is possible to provide guidance based on the existing input information by the called user's operation, for example, it is possible to provide guidance from the continuation part regarding the content of the operation performed by the user halfway.

In yet another aspect of the present invention, the guidance device is a ticket vending machine that guides the user about the sale of tickets. In this case, in ticket sales, it is possible to guide various users who have different proficiency in purchasing tickets by ticket vending machines to purchase tickets by a procedure that is easier to operate.

It is a block diagram for demonstrating one configuration example of a ticket vending machine as a guide device which concerns on 1st Embodiment. It is a figure for demonstrating the case of using a database as an example of estimating the proficiency level of a user in a proficiency level estimation unit. (A) to (C) are diagrams for explaining an example of output display to a user based on a guiding state. It is a figure for exemplifying the state to guide. It is a figure for demonstrating the evaluation value stored in a guidance state database. It is a flowchart which shows an example of the processing of the whole apparatus. It is a flowchart which shows an example of the process of proficiency level estimation. It is a flowchart which shows an example of the process of data update of a guidance state database. It is a flowchart which shows an example of the calculation process of easy-to-understand among the process shown in FIG. It is a flowchart which shows an example of the process of the state change from one state to the next state about the state to be guided. (A) to (F) are diagrams for explaining an example of guidance to a user with a low proficiency level. (A) to (E) are diagrams for explaining an example of guidance to a user with a standard proficiency level. (A) to (E) are diagrams for explaining an example of guidance for users with a high degree of proficiency. (A) is a diagram for explaining a case where a decision tree is used as another example of estimating the proficiency level of the user in the proficiency level estimation unit, and (B) is a diagram for explaining the case where the proficiency level estimation unit estimates the user's proficiency level. It is a figure for demonstrating the case where the model formula is used as another example of estimating the proficiency level. It is a block diagram for demonstrating one configuration example of a ticket vending machine as a guide device which concerns on 2nd Embodiment. It is a block diagram for demonstrating one configuration example of the management system including a ticket vending machine. It is a figure for demonstrating an example of the preservation process of the guide state in a ticket vending machine. It is a figure for demonstrating an example of the restoration process of the guide state in a ticket vending machine.

[First Embodiment]
Hereinafter, an outline of an example of the guidance device according to the first embodiment of the present invention will be described with reference to FIG. 1 and the like. Here, as an example of the guidance device, a ticket vending machine 100 that sells tickets at a station will be described.

The ticket vending machine 100 as a guidance device according to the present embodiment includes a guidance input unit 1, a sensor input unit 2, a control unit 3, and a guidance output unit 4.

The guidance input unit 1 includes, for example, a touch panel TP for enabling touch input by a user who intends to use the ticket vending machine 100, a microphone MC for enabling voice input based on the user's generation, and the like. It constitutes an interface unit for accepting various inputs by the user's operation and making it possible to acquire the user's information.

The sensor input unit 2 is configured to have a camera CA capable of acquiring, for example, the presence or absence of a person such as CMOS or infrared rays and the shape thereof as image information, and the device itself voluntarily and automatically acquires user information. It constitutes a sensing function unit to enable it. In the present embodiment, it is possible to acquire image data related to the user's face.

The control unit 3 performs various controls to make the ticket vending machine 100 function as a guidance device for guiding the sale of tickets to the user. The control unit 3 includes an information reception processing unit 10, a proficiency level estimation unit 20, a guidance state selection unit 30, a guidance state data update unit 40, and a guidance state database DB.

The guidance output unit 4 guides the user based on the state selected by the guidance state selection unit 30 of the control unit 3, and is composed of, for example, a speaker, a liquid crystal monitor, or the like, such as voice output or image display. Performs various output operations for the user.

Hereinafter, each part of the control unit 3 for controlling the ticket sales, which is the main operation of the ticket vending machine 100, will be described.

Among the control units 3, the information reception processing unit 10 receives various information about the user acquired from the guidance input unit 1 and the sensor input unit 2 and processes the received information. Therefore, the information reception processing unit 10 receives information from the guidance input unit 1 and performs these signal processing, and receives information from the sensor input unit 2 and performs these signal processing. It has a sensor information reception processing unit 12.

The input information reception processing unit 11 processes input information regarding items selected by the user to purchase a ticket via the touch panel TP or the like of the guidance input unit 1. Further, for example, the time interval between the operation of one touch and the operation of the next touch is also acquired as user information. That is, the input information reception processing unit 11 also functions as an operation status acquisition unit that acquires the operation status of the user when the guidance input by the user's operation is received.

The sensor information reception processing unit 12 processes information regarding the presence or absence of a user from the image information acquired by the camera CA of the sensor input unit 2. In addition, for example, an image analysis method such as a face recognition function is used to analyze (guess) the age, gender, and nationality (whether or not the person is Japanese) of the image of the user's face acquired by the camera CA. Acquire the analysis result as user information. Alternatively, the facial expression of the user and its change are also captured and acquired as the user's information. That is, the sensor information reception processing unit 12 also functions as an appearance information acquisition unit that acquires information on the appearance of the user.

As described above, the information reception processing unit 10 cooperates with the guidance input unit 1 and the sensor input unit 2 to passively accept the movement of the user and acquire it as the user's information, or actively use it. It is configured to detect a person and automatically acquire information. In other words, the ticket vending machine 100 passively accepts the movement of the user and acquires information on the quickness of the operation of the user, or actively senses the user and acquires information on the facial expression of the user. By doing so, it is possible to acquire information from a wide variety of users.

The proficiency level estimation unit 20 acquires information on the usage state of the user and estimates the proficiency level based on the information. Specifically, the proficiency level estimation unit 20 has a database as an example of estimating the proficiency level of the user as shown in FIG. 2, for example, in the sensor information reception processing unit 12 of the information reception processing unit 10. By referring to the database for the acquired age, gender, and nationality information, the proficiency level of the user to be analyzed is estimated (determined). In this embodiment, in order to simplify the explanation, as an example, the proficiency level of the user is classified as belonging to one of three stages of "low", "medium", and "high". That is, the user of the information reception processing unit 10 is presumed to be a person who is not very accustomed to the operation of the ticket vending machine 100 (proficiency level "low") or has a standard operation ability (proficiency level "medium"). ) Or a person who is accustomed to the operation (proficiency level "high"), and the ticket vending machine 100 guides in a different manner for each determined proficiency level. Is to be done. In the example shown in Fig. 2, it is set that the younger the age, the higher the proficiency level of males than females, and the higher the proficiency level of Japanese than foreigners, but for the sake of simplicity. Needless to say, various cases (for example, when the relationship between low, middle and high is completely different) may occur, not limited to such cases, depending on the content of guidance and the intended use.

The guidance state selection unit 30 selects a state for guiding the user according to the proficiency level estimated by the proficiency level estimation unit 20. Further, when selecting a state for shifting from one guiding state to the next, the guidance state selection unit 30 refers to a guidance state database DB having a series of data about the guiding state. The guidance state database DB stores data of a list of states for guidance as data related to guidance (see FIG. 5). By selection by the guidance state selection unit 30, for example, specific guidance displays as illustrated in FIGS. 3 (A) to 3 (C) are displayed on the panel display surface PP constituting the guidance output unit 4, and these Changes according to the operation. In order to manage the state of each item related to guidance when displaying at each stage, the state related to guidance as illustrated in FIG. 4 is fixed one by one. The guidance state database DB aggregately stores data for each state defined for such guidance.

Returning to FIG. 1, the guidance state data update unit 40 updates a part of the data stored in the guidance state database DB. By updating the data by the guidance state data update unit 40, the method and procedure for changing the guidance state can be changed.

Hereinafter, with reference to FIG. 3 and the like, an outline of the change in the guidance display based on the change in the guidance state described above will be described. Here, as an example, as shown in FIG. 3A, the ticket vending machine 100 has a touch panel TP mechanism attached to the surface of the ticket vending machine 100 with the display image BT1 of "purchasing a ticket" and the display image BT2 of "charging an IC card". It is displayed as an initial screen on the panel display surface PP. Here, for example, when the user touches the display image BT1 of "purchase of ticket", the display mode changes to the display mode as shown in FIG. 3 (B) or the display mode is changed to the display mode as shown in FIG. 3 (C). It changes. Here, in the proficiency level estimation unit 20, the display mode is changed to the display mode as shown in FIG. 3B, for example, so as to provide a more polite explanation to the user whose proficiency level is estimated to be “low”. To do. On the other hand, for the user whose proficiency level is estimated to be "medium", the display mode is changed to the display mode as shown in FIG. 3C, for example, so that the operation can be performed more efficiently. As described above, in the present embodiment, by changing the order and mode of state change (or state transition) according to the proficiency level, guidance is provided to various users with different proficiency levels for easier operation. It has become something that can be done. Specific operation examples for each proficiency level will be described later. Further, in the above operation, the ticket vending machine 100, which is the side that provides guidance to the user, changes the guidance state. For example, when the display of FIG. 3A is displayed at the start of operation of the ticket vending machine 100, when the display image BT1 of "purchase of ticket" is touched by the user, the state shown on the left side of FIG. 4 is displayed. And transition. That is, the state in which no decision item is made shifts to the state in which the input content for "purpose" among the items in the left column of the figure is "purchase of ticket". That is, the purpose of the guidance is "purchase of tickets", but the specific station name and the like are uncertain. In this case, it was also decided that the items in the left column of the figure are "departure station" in addition to "purpose". Further, as an example of other guidance states, when the display image BT2 of "IC card charge" is touched by the user when the display of FIG. 3 (A) is made, the example is shown on the right side of FIG. It transitions to the other state. As described above, the ticket vending machine 100 manages the content to be guided while changing the state to be guided from one state to another according to the input operation of the user or the like. However, in the above-mentioned changes in the state, the display mode may differ depending on the proficiency level, as illustrated with reference to FIG.

The guidance state database DB is used to change the state from one state to the next as shown in FIG. 5 in order to enable the state change of the guidance by the guidance state selection unit 30 as described above. It stores a list together with the data of the state that guides the data related to the reference evaluation value. That is, as shown in FIG. 5, in the guidance state database DB, the evaluation values are stored for each proficiency level (three stages of low, middle, and high) estimated by the proficiency level estimation unit 20, and in particular, each state to be guided. , It is stored for each combination of input contents that can be made by the user's operation in each state and the proficiency level of the user who performs the operation.

The guidance state selection unit 30 refers to each state, the input content corresponding to each state, and the evaluation values of a plurality of state candidates that can be selected for each user's proficiency level, and from the plurality of states, the next state is selected. The state with the highest evaluation value is selected as the optimum one.

The guidance state data update unit 40 updates the evaluation value which is a part of the data stored in the guidance state database DB. The guidance state data update unit 40 acquires, for example, information on the facial expression of the user and information on the quickness of the operation of the user from the information reception processing unit 10, and updates the evaluation value in the guidance state database DB. Use as. By updating the evaluation value, the selection criteria in the guidance state selection unit 30 change, so that the most preferred one is selected from the candidates of a plurality of states, that is, the options of a plurality of display modes, and more. It is possible to let the user receive comfortable guidance.

Hereinafter, an example of processing of the entire device in the ticket vending machine 100 will be described with reference to the flowchart illustrated in FIG.

First, the control unit 3 confirms whether or not the user's input has been detected in the information reception processing unit 10 (step S101). Even if the user's input is not detected in step S101 (step S101: No), the image is acquired from the camera CA of the sensor input unit 2 (step S102a), and the acquired image is taken from the ticket vending machine 100. It is confirmed whether or not the user has been detected (step S103a). If the user is not detected in step S103a (step S103a: No), the control unit 3 confirms whether or not the user's input has been detected again (step S101). On the other hand, when the user is detected in step S103a (step S103a: Yes), the control unit 3 estimates the user's proficiency level in the proficiency level estimation unit 20 (step S104a). An example of the specific processing operation defined for step S104a will be described later with reference to FIG. 7. Further, the control unit 3 causes the guidance output unit 4 to perform a guidance output for prompting the user to input by operating the guidance input unit 1 or the like (step S105a), and the input operation is performed by the user. (Step S106). When the input operation by the user is performed in step S106, the control unit 3 starts a series of operation SAs that are dialogues with the user in step S107 and thereafter.

On the other hand, when the user's input is detected in step S101 (step S101: Yes), an image is acquired from the camera CA of the sensor input unit 2 (step S102b) as in the case of step S102a. The information of the user of the ticket vending machine 100 is acquired in the image (step S103b), the proficiency level of the user is estimated as in the case of step S104a (step S104b), and the dialogue with the user in step S107 or lower is performed. A series of operation SA is started. An example of the specific processing operation defined for step S104b is the same as that for step S104a, and will be described later with reference to FIG. 7. Further, in this case, since the input operation by the user is performed in step S101, the operation for prompting input as in step S105a is not performed.

Next, the control unit 3 that has completed the input operation in step S106 or the operation of estimating the proficiency level in step S104b is subjected to the guidance state database DB by the guidance state data update unit 40 as the first operation in the series of operation SAs. Data update processing is performed (step S107), and further, regarding guidance, the guidance state selection unit 30 performs processing for determining a state for changing from the current state to the next state (step S108). An example of the operation of steps S107 and S108 will be described later with reference to FIGS. 8 to 10. The control unit 3 causes the guidance output unit 4 to perform guidance corresponding to the state determined in step S108 (step S109), confirms whether the guidance has ended (step S110), and if it has not ended (step S110). : No), waiting for the next input by the user again (step S106), and repeating the above-mentioned series of operation SAs until the guidance is completed (step S110: Yes), the dialogue with the user is continued and the guidance is performed. The state of doing is gradually changed.

Hereinafter, an example of the process of step S104a or step S104b among the above processes will be described with reference to FIG. 7. As described above, here, the process of estimating the proficiency level of the user is performed. Therefore, the control unit 3 first detects the user's face (step S201). That is, the control unit 3 extracts the image data of the user's face from the image information acquired from the camera CA in the input information reception processing unit 11 of the information reception processing unit 10. Further, the control unit 3 recognizes the user's attribute from the extracted image data (step S202). Here, as the attributes of the user, the age, gender, and nationality (whether or not they are Japanese) of the user are specified (estimated). Specifically, the input information reception processing unit 11 uses an image analysis method related to face recognition to determine the above-mentioned attributes of the user from the extracted image data of the user's face. For example, the above attributes are specified from various relationships such as hairstyle, color of hair, skin, eyes, etc., number of wrinkles, arrangement of eyes, nose and mouth, and acquired as user information. Next, the proficiency level of the user is estimated based on the above attributes (step S203). That is, as described above, the proficiency level estimation unit 20 estimates (determines) which of the three levels the user's proficiency level belongs to by collating the above attributes with, for example, the database illustrated in FIG.

The above is an example of the user's proficiency level estimation process in step S104a or step S104b.

Next, an example of the process of step S107 will be described among the processes shown with reference to FIG. 6 with reference to FIGS. 8 and 9. As described above, here, the guidance state data update unit 40 processes the data update of the guidance state database DB. The guidance state data update unit 40 changes the evaluation value among the data stored in the guidance state database DB. Therefore, first, as shown in FIG. 8, the guidance state data update unit 40 acquires the user's proficiency level information from the proficiency level estimation unit 20 (step S301), and further, the guidance state selection unit 30 presents (Step S302), the information on the state of the above is acquired, and the presupposed situation is grasped. Next, the guidance state data update unit 40 relates to the immediately preceding operation based on the operation of the user immediately before the current state, that is, the operation from the state immediately before the current state to the current state. The degree of comprehensibility is calculated (step S303). An example of the easy-to-understand calculation process in step S303 will be described later with reference to FIG. Next, the guidance state data update unit 40 determines whether or not the ease of understanding in step S303 is higher (larger value) than a predetermined threshold value (step S304). When it is determined in step S304 that the value is higher than the threshold value (step S304: Yes), one of the cells containing the evaluation value of the guidance state database DB illustrated in FIG. 5 is in the current state. The evaluation value of the cell corresponding to the selected portion when going from the previous state to the current state is changed by one (+1) (step S305). On the other hand, in step S304, when it is determined that the value is not higher than the threshold value (step S304: No), the evaluation value of the corresponding cell is changed to be lowered by one (-1) (step S306).

Hereinafter, with reference to FIG. 9, an example of a process for calculating the degree of comprehensibility shown in step S303 will be described among the above-mentioned data update processes of the guidance state database DB. _{First, the guidance state data update unit 40 acquires the information of the time t 1} of the input operation immediately before the user from the input information reception processing unit 11 of the information reception processing unit 10 (step S401), and inputs two previous inputs. The information of the operation time t ₂ is acquired (step S402), and the difference Δt = t _{1 −} t ₂ is obtained (step S403). That is, the time Δt required for the immediately preceding input operation is obtained. In this case, the smaller the value of time Δt, the faster the user moved (input was selected), and it is presumed that the state was more preferable and easy for the user to understand. Here, it is assumed that the reciprocal 1 / Δt of the time Δt is taken, and that the larger the value of 1 / Δt is, the more preferable the state is. _{In step S402, t 2} = 0 may be set at the time of the first input operation in which the previous input operation does not exist.

On the other hand, apart from steps S401 to S403, the guidance state data update unit 40 is used as a result of analyzing the image data of the user's face during the input operation from the sensor information reception processing unit 12 of the information reception processing unit 10. Recognize a person's facial expression or a change in facial expression (step S404). A score is set in advance for the user's facial expression or change in facial expression. For example, when it is determined that the user has a smile (or changes to a smile), the score is +1 and the expression is expressionless (or changes to a facial expression). If it was determined that the face was angry or dissatisfied or confused (or changed to angry or dissatisfied), it was set to -1 and recognized in step S404. The facial expression information is scored (step S405). Here, the scored value is defined as the facial expression point Se (step S405). In this case, it is presumed that the larger the value of the facial expression point Se, the more preferable the state.

As described above, the index C indicating the degree of comprehensibility is determined from the calculated time Δt and the facial expression point Se (step S406). That is, the clarity in step S303 of FIG. 8 is calculated. Here, as an example, it is assumed that the exponent C is defined by the formula C = a × 1 / Δt + b × Se of the linear combination using the weighting coefficients a and b which are predetermined fixed values. In this case, it is presumed that the larger the value of the index C (the higher the value), the more preferable the state. Therefore, in step S304 of FIG. 8, if the index C is larger than the predetermined threshold value, the evaluation value is increased as a more preferable selection, and conversely, if the index C is not larger than the predetermined threshold value, it is not so much. The evaluation value is lowered because it is an unfavorable choice.

The above is an example of the data update process in step S107 of FIG. In addition to the above example, various methods for determining the index C and parameters for determining the index C can be considered, and the facial expression point Se, which is information on the user's facial expression as described above, and the user's operation. In addition to the time Δt, which is information on the quickness of the above, the number of operations such that the same input operation is performed many times can be an element that determines a guideline to be changed.

Next, an example of the process of step S108 will be described with reference to FIG. 10 among the processes shown with reference to FIG. As described above, here, the guidance state selection unit 30 processes the state determination for changing from the current state to the next state. Therefore, first, the guidance state selection unit 30 acquires the user's proficiency level information from the proficiency level estimation unit 20 (step S501), and further confirms the current state information (step S502), and presupposes. Understand the situation. Next, the guidance state selection unit 30 stores in the guidance state database DB illustrated in FIG. 5 based on the information of the current state, the proficiency level of the user, and the input of the user in step S101 or step S106. The data related to the guidance to be provided is read out, the corresponding row is extracted (step S503), the state having the highest evaluation value is selected from the candidates for the next state in the line (step S504), and the corresponding one is next. (Step S505).

The above is an example of the process of determining the state change in step S108.

In the ticket vending machine 100, the control unit 3 performs the above-mentioned operations to provide various guidance such as ticket sales to the user. In particular, in the present embodiment, even when providing guidance for the same purpose (for example, buying a ticket to the destination), the guidance procedure or the like is changed for each user according to the proficiency level of the user. be able to.

Hereinafter, with reference to FIGS. 11 to 13, the guidance procedure changes according to the difference in the state of the ticket sales process, which differs depending on the proficiency level of the ticket vending machine 100 according to the present embodiment, that is, the proficiency level of the user. This will be described with reference to specific examples.

First, the example of FIG. 11 shows a state of guidance to a user whose proficiency level is estimated to be "low" when the estimation operation is performed in the ticket vending machine 100. Here, in the flow of a series of operation examples shown in FIG. 11A, the step surrounded by the square indicates the operation by the ticket vending machine 100, and the step surrounded by the track shape indicates the input operation by the user. It shall be shown. In this case, every time a step surrounded by a square occurs, an operation corresponding to a series of operation SAs shown in FIG. 6 is performed, that is, from one state selected by the guidance state selection unit 30 to the next state. Along with the change to, learning is being performed by updating the data of the guidance state database DB by the guidance state data update unit 40. This operation is repeated for each input by the user shown in the step surrounded by the track shape, and continues until the guidance is completed.

In the case of the state change / input flow illustrated in FIG. 11A, first, the ticket vending machine 100 provides guidance for selecting the usage purpose of the ticket vending machine 100 shown in FIG. 11B (step S1a). On the other hand, the user selects "purchase of ticket" (step S1b). Then, the ticket vending machine 100 provides guidance for selecting the destination designation method shown in FIG. 11 (C) (step S2a). On the other hand, the user selects, for example, "specify from the station name" (step S2b). Then, the ticket vending machine 100 provides guidance by displaying an input screen for inputting the station name shown in FIG. 11 (D) (step S3a). On the other hand, the user appropriately inputs the station name of the destination (step S3b). Then, the ticket vending machine 100 provides guidance for selecting the route shown in FIG. 11 (E) (step S4a). In this case, the ticket vending machine 100 also displays the fare and the required time for each route as shown in the figure. On the other hand, the user appropriately selects a route (step S4b). Then, the ticket vending machine 100 gives an instruction to prompt the fare display and the insertion of money shown in FIG. 11 (F) (step S5a). According to this, when the user inserts money or the like (step S5b), the ticket vending machine 100 sends out a ticket or change (step S6), and ends the ticket selling operation.

FIG. 12 shows a state of guidance to a user whose proficiency level is estimated to be “medium”. In the flow of FIG. 12A, steps S1a and S1b are the same as above, as shown in FIG. 12B. On the other hand, in the next step S2a, as shown in FIG. 12C, the display mode of the screen is different. That is, the destination can be specified from the tabs displayed for the route, station name, and the like. On the other hand, the user may be able to specify the station name by selecting, for example, the "station name" tab and entering the station name, or by selecting from the list of station names. In this case, the operation can be shortened as compared with the case of FIG. 11 because two specific operations such as a station name and the like based on the selection of the destination designation method and the selected designation method can be performed on one screen. When the station name is specified, the ticket vending machine 100 provides guidance for selecting the route shown in FIG. 12 (D), and the fare display and money shown in FIG. 12 (E), as in the case of FIG. An instruction is given to prompt the player to put in the ticket, and a ticket or change is sent (steps S3a, S4a, S5). In response to these, the user also performs appropriate inputs and operations such as route selection and money input (steps S3b and S4b). Through the above, the ticket vending machine 100 ends the ticket sales operation.

FIG. 13 shows a state of guidance to a user whose proficiency level is estimated to be “high”. In the flow of FIG. 13 (A), steps S1a and S1b are the same as above, as shown in FIG. 13 (B). On the other hand, in the next step S2a, as shown in FIGS. 13 (C) and 13 (D), the display mode of the screen is different. That is, in the case of the illustration, the display mode is such that the destination can be specified and the route can be input at once. Input the destination and route from the state shown in FIG. 13 (C), and when the input is completed, a display showing the fare and the required time as shown in FIG. 13 (D) is displayed, and the confirmation button being displayed is pressed. When touched (step S2b), as in the case of FIGS. 11 and 12, an instruction is given to display the fare shown in FIG. 13 (E) and prompt for input of money, and a ticket or change is sent (steps S3a and S4). .. In response to these, the user also performs an appropriate operation such as inserting money (step S3b). Through the above, the ticket vending machine 100 ends the ticket sales operation.

As described above, in the present embodiment, the proficiency level estimation unit 20 estimates the user's proficiency level based on the information on the user's usage state, and the guidance state selection unit 30 refers to the guidance state database DB. , The guidance state is selected according to the proficiency level, and guidance is provided to the user based on the state selected by the guidance output unit 4. As a result, as illustrated in FIGS. 11 to 13, it is possible to change the output content of the guidance procedure, etc. according to the proficiency level of the user, and for various users with different proficiency levels. Guidance that is easier to operate can be provided.

Further, in the present embodiment, in changing the guided state, the evaluation value that serves as a selection criterion for the change of the state stored together with the guided state in the guided state database DB can be updated. As a result, the ticket vending machine 100 can learn to update the evaluation value so as to change the state in a more preferable order for the user, that is, to guide the user. For example, in the above embodiment, for example, among the three selectable tabs of "route", "station name", and "peripheral facility" in FIG. 12C, "route" is in the foreground by default. It is easy to come and choose. However, since users often select the tabs of "station name" and "peripheral facilities" from the situation of input operation, the evaluation value is updated by the guidance state data update unit 40 to reflect this, and " The guidance procedure in the ticket vending machine 100 has been changed so that the tabs for "station name" and "peripheral facilities" are in front of the tabs for "route", making it possible for users to use it more easily. ..

なお、ここでは、線形結合の式となっているが、これ以外の態様の数式を利用するものとなっていてもよい。 Hereinafter, a modified example of the proficiency level estimation will be described with reference to FIGS. 14 (A) and 14 (B). In the above, the proficiency level is estimated using the database as shown in FIG. 2 as an example, but the proficiency level is not limited to this, and a predetermined decision tree as shown in FIG. 14 (A) is used, for example. It may be a thing. That is, the proficiency level may be estimated according to the decision tree for the acquired user information. Furthermore, a predetermined model formula may be used. For example, the proficiency level may be estimated according to the table shown in FIG. 14B and the rules described in the following mathematical formulas. That is, as shown in the table, the age value is used as _{it is as the variable x 1 , the variable x 2} is +1 if the gender is male, -1 if the female, and the variable x ₃ is +1 if the nationality is Japanese, foreigner. If -1, the proficiency level may be estimated by the magnitude relationship with respect to a predetermined threshold (0 and 40 in the example below) for the value y obtained by substituting each variable into the following formula 1.

Although the formula is a linear combination here, a formula of another aspect may be used.

[Second Embodiment]
Hereinafter, a ticket vending machine as a guidance device and a ticket sales management system including the ticket vending machine according to the second embodiment will be described with reference to FIG. 15 and the like.

FIG. 15 is a block diagram for explaining a configuration example of the ticket vending machine 200 as a guide device according to the present embodiment, and is a diagram corresponding to FIG. 1 of the first embodiment. The ticket vending machine 200 as a guidance device according to the present embodiment has the same configuration as the ticket vending machine 100 of the first embodiment, except that it further includes an existing information calling unit IC that calls existing input information operated by the user. Therefore, detailed explanation of each part will be omitted.

As shown in FIG. 16, in the present embodiment, a plurality of ticket vending machines 200, 200 ... Are incorporated in the management system 500 that centrally manages ticket sales between stations.

The management system 500 manages the station data server SD that manages a plurality of ticket vending machines 200, 200, etc. arranged at each station, and the station data server SD of each station via a network, enabling communication via a network NT. It is provided with a central server CS that performs the above.

As shown in FIG. 15, each ticket vending machine 200 arranged at each station is provided with an existing information calling unit IC, and the ticket vending machine 200 is provided with a station data server SD of each station via the existing information calling unit IC. Furthermore, it is possible to communicate with the central server CS. By having the existing information calling unit IC, the ticket vending machine 200 can call the existing input information operated by the user and provide guidance based on the existing input information.

The existing information calling unit IC can receive information from the guidance input unit 1 via the input information receiving processing unit 11. Here, the ID information of the user can be accepted. As a result, the existing information calling unit IC can call the existing input information by the operation of the user, which is associated with the ID information and saved based on the received ID information. In this case, for example, the contents of the operation performed halfway by the user in one ticket vending machine 200 are saved, and the operation performed halfway in another ticket vending machine 200 is called again to receive guidance from the following part. Becomes possible. For example, in ticket reservation, it is conceivable to use such a storage function when some matters are decided, such as the number of people is undecided although the destination and the date and time are fixed.

Hereinafter, an example of the process of saving the state during the operation of the ticket vending machine 200 according to the present embodiment will be described with reference to the flowchart shown in FIG.

First, in the ticket vending machine 200, an input operation is performed by the user (step S601). The control unit 3 of the ticket vending machine 200 confirms whether or not the input operation for the storage function provided in the ticket vending machine 200 has been performed as the input performed in step S601 (step S602). If the input operation for the save function is not performed (step S602: No), the normal process is continued (step S603). Typically, if there is no end of operation or the like, the input operation by the user (step S601) is continuously performed. On the other hand, when it is determined in step S601 that the input operation for the save function has been performed (step S602: Yes), the existing information calling unit IC of the control unit 3 determines whether the user's ID information has been acquired. (Step S604). As the ID information here, various information that can identify the user, such as a credit card number, is assumed. If it is determined in step S604 that the user's ID information has not been acquired (step S604: No), the existing information calling unit IC is required to input the ID information and acquire the user's ID information. Perform various operations. That is, the user's ID information is acquired by receiving the input information from the guidance input unit 1 via the input information reception processing unit 11 (step S605). If new ID information is acquired in step S605, or if it is determined in step S604 that the user's ID information has already been acquired (step S604: Yes), the existing information calling unit IC should save the current information. The status of is acquired directly from the guidance status database DB or from the guidance status selection unit 30, and is linked to the user's ID information to create data in the middle of operation (step S606), and the data is used as a station. It is transmitted to the data server SD or the central server CS (step S607). The station data server SD and the central server CS store and manage the ID information of the received user.

Hereinafter, an example of the process of restoring the saved state in the ticket vending machine 200 according to the present embodiment will be described with reference to the flowchart shown in FIG. Here, the operation intermediate data created by using the existing ticket vending machine 200 will be described as being restored by another ticket vending machine 200.

First, in the other ticket vending machine 200, an input operation is performed by the user (step S701). The control unit 3 of the ticket vending machine 200 confirms whether or not the input operation for the reading function for restoring the data in the middle of the operation provided in the ticket vending machine 200 has been performed as the input performed in step S701 (step S702). If no input operation for the read function is performed (step S702: No), normal processing is continued (step S703). Typically, if there is no end of operation or the like, the input operation by the user (step S701) is continuously performed. On the other hand, when it is determined in step S701 that the input operation for the read function has been performed (step S702: Yes), the existing information calling unit IC of the control unit 3 determines whether the user's ID information has been acquired. (Step S704). That is, it is determined whether the user ID information associated with the previously performed creation of the operation intermediate data has been input to the ticket vending machine 200 for which the operation intermediate data is to be restored. If it is determined in step S704 that the user's ID information has not been acquired (step S704: No), the existing information calling unit IC causes the user to input the ID information (step S705). When the user inputs his / her own ID information in step S705, or when it is determined in step S704 that the user's ID information has already been acquired (step S704: Yes), the existing information calling unit IC Communicates with the station data server SD and the central server CS, calls the operation intermediate data corresponding to the ID information, starts the operation of reading the data (step S706), and guides according to the operation intermediate data. Is displayed (step S707). That is, the existing information calling unit IC transmits the called operation intermediate data to the guidance state database DB and reads it, and the guidance state selection unit 30 of the control unit 3 responds to the operation intermediate data stored in the guidance state database DB. Select the state to guide.

As described above, also in the present embodiment, the proficiency level estimation unit 20 estimates the user's proficiency level based on the information on the user's usage state, and the guidance state selection unit 30 refers to the guidance state database DB. At the same time, a state for guiding is selected according to the proficiency level, and guidance is provided to the user based on the state selected by the guidance output unit 4. This makes it possible to change the output content of the guidance procedure and the like according to the proficiency level of the user, and it is possible to provide guidance that is easier to operate to various users with different proficiency levels. Further, in the present embodiment, as a further aspect of the guidance, the guidance based on the operation intermediate data saved by the user is also possible.

[Other]
The present invention is not limited to the above-described embodiment, and can be implemented in various embodiments without departing from the gist thereof.

First, in each of the above embodiments, guidance for ticket sales by a ticket vending machine has been described as a guidance device, but the present invention is not limited to this, and can be applied to various guidance. That is, since there is a range of choices for guidance in which there may be a plurality of explanation methods and procedures, by applying the present invention, more preferable guidance for the user becomes possible.

Further, in the above, the proficiency level is classified as belonging to any of the three stages of "low", "medium", and "high", but the proficiency level is not limited to this and various aspects can be considered. That is, it may be divided into three or more stages, and it is also conceivable to make a multidimensional classification according to individuality or type rather than a unified stage division. It is also conceivable to divide it into two types. Further, as a method of setting the proficiency level, any one of the database, the decision tree and the model formula is used in the above, but a more suitable method is used according to the various possible proficiency level settings as described above. You can choose.

Further, in the above, in the guidance state data updating unit 40, when updating the evaluation value, the information on the facial expression of the user and the information on the quickness of the operation of the user are used. , Not limited to this, various things can be applied, and the method of use is not limited to the one in which the above-mentioned mathematical formula is determined and determined by the threshold value, and various aspects can be considered. Further, the selection based on the evaluation value in the guidance state selection unit 30 is not limited to the mode of selecting the one having the highest evaluation value, and for example, any one of a plurality of states that can be selected with a probability proportional to the evaluation value. It is also conceivable to adopt the state of.

1 ... Guidance input unit, 2 ... Sensor input unit, 3 ... Control unit, 4 ... Guidance output unit, 10 ... Information reception processing unit, 11 ... Input information reception processing unit, 12 ... Sensor information reception processing unit, 20 ... Proficiency level Estimating unit, 30 ... Guidance status selection unit, 40 ... Guidance status data update unit, 100, 200 ... Ticket vending machine, 500 ... Management system, BT1, BT2 ... Display image, CA ... Camera, CS ... Central server, DB ... Guidance status Database, IC ... Existing information caller, MC ... Mike, NT ... Network, PP ... Panel display surface, SA ... Operation, SD ... Station data server, Se ... Expression point, t1, t2 ... Time, TP ... Touch panel, Δt ... time

Claims (10)

And proficiency estimation unit that estimates a proficiency based on the user's information,
A guidance state selection unit that selects a guidance state according to the proficiency level by referring to a guidance state database that stores data of the guidance state together with an evaluation value that serves as a reference for the state change.
A guidance output unit that guides the user based on the state selected by the guidance state selection unit ,
A guidance device including a guidance state data update unit that updates the evaluation value stored in the guidance state database. The guidance state data update unit acquires at least one of the information on the user's facial expression as the user's information and the information on the quickness of the user's operation, and uses it as information for updating the evaluation value. use, guide apparatus according to claim 1. The guidance device according to any one of claims 1 and 2 , wherein in the guidance state database, the evaluation value is stored for each of the proficiency levels estimated by the proficiency level estimation unit. The guidance device according to claim 3 , wherein in the guidance state database, the evaluation value is stored for each combination of the guidance state, the input content made by the operation of the user, and the proficiency level. The guidance device according to any one of claims 1 to 4 , wherein the proficiency level estimation unit estimates the proficiency level based on the image information of the user's face as the user information. The proficiency estimation unit, said database of user information, decision tree and using any of the model formula for estimating the proficiency guiding device according to any one of claims 1 to 5 .. The operation status acquisition unit that acquires the user's operation status when receiving the guidance input by the user's operation as the user's information, and the appearance information acquisition that acquires the information about the user's appearance as the user's information. The guide device according to any one of claims 1 to 6 , further comprising a unit. The guidance device according to claim 7 , wherein the appearance information acquisition unit has a camera capable of detecting a user's face. In addition to accepting the user's ID information as the user's information, it is further provided with an existing information calling unit that calls the existing input information by the user's operation, which is stored in association with the received ID information.
The guidance device according to any one of claims 1 to 8 , wherein the guidance state selection unit selects a state to be guided according to information called by the existing information calling unit. The guidance device according to any one of claims 1 to 9 , which is a ticket vending machine that guides users about ticket sales.

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