JP6905812B2 - Store reception system - Google Patents

Description

The present invention relates to a store reception system that accepts customers who visit a store.

Conventionally, stores such as financial institutions have been equipped with a store reception system for guiding customers who come to the store to the counter or the like in the order of reception. For example, in the reception system described in Patent Document 1, a reception tag issuing device arranged in a lobby or an entrance issues a reception tag printed with a reception number. Then, by displaying the reception number on the display panel of the counter or calling by voice, the customer is guided to the counter.

Japanese Unexamined Patent Publication No. 2005-4443

By introducing such a store reception system, the labor required for reception work can be reduced by automation, and there is a great merit of reducing labor costs for the store side. However, inexperienced customers may not know how to operate the device, or may not know where to go after issuing the reception ticket or calling the reception number. If this happens, the store operations may be delayed. In addition, the customer who visits the store picks up the reception ticket from the reception ticket issuing device, waits in the lobby, and then is called to the counter to contact the staff. Some customers may feel cold from such services, and there is room for improvement in terms of hospitality to customers.

Some financial institutions have a so-called concierge in the lobby, which guides customers to operate the equipment and guide them to the counter. In this case, the hospitality to the customer is perfect, and it is possible to carry out sales using the waiting time. However, the merit of reducing labor costs by introducing the store reception system is reduced.

The present invention is for solving the above-mentioned problems of the prior art, and while suppressing an increase in labor costs, it enhances hospitality for customers and appropriately accepts customers who are unfamiliar with store or device operation. The purpose is to provide a store reception system that can provide services such as guidance guidance.

In order to solve the above-mentioned problems and achieve the object, the present invention is a store reception system having a reception means, a self-propelled communication robot, and a customer information storage unit, and the reception means is used in a store. The purpose of visiting the store is acquired from the customer who has visited the store, the communication robot communicates with the customer to acquire customer information, and the customer information storage unit has the purpose of visiting the customer acquired by the reception means and the communication robot. The communication robot stores the acquired customer information, and is characterized in that the communication robot guides and guides the customer based on the customer's store visit purpose or customer information stored in the customer information storage unit.

According to such a store reception system, the communication robot communicates with the customer and guides the customer, so that the customer is provided with appropriate reception, guidance guidance, and other services without allocating personnel such as a concierge. be able to. In other words, to provide a store reception system that can suppress the increase in labor costs, enhance hospitality for customers, and provide appropriate reception, guidance guidance, and other services to customers who are unfamiliar with store and equipment operations. Can be done.

Further, the present invention is characterized in that the reception means is provided in the communication robot, and the communication robot communicates with the customer to acquire the purpose of visiting the store from the customer.

According to such a store reception system, the communication robot communicates with the customer to acquire the purpose of the customer's visit, so that even a customer who is unfamiliar with device operation can appropriately receive the customer. Can improve hospitality for.

Further, in the present invention, the reception means issues a reception number to the customer when the customer who visits the store obtains the purpose of visiting the store, and the communication robot receives the reception number from the customer through communication with the customer. It is characterized in that it is acquired and the estimated waiting time corresponding to the acquired reception number is transmitted to the customer.

According to such a store reception system, since the communication robot informs the customer of the estimated waiting time through communication with the customer, even a customer who is unfamiliar with device operation can easily know the estimated waiting time. In addition, even if the customer is dissatisfied after waiting for a long time, it is possible to alleviate the customer's dissatisfaction by communicating the estimated waiting time through communication with the customer, and to provide hospitality to the customer. Can be improved.

Further, the present invention is characterized in that the communication robot has a microphone that receives information input by voice, and uses the microphone to acquire the reception number from the voice of the customer.

According to such a store reception system, the customer can know the estimated waiting time by transmitting the reception number to the communication robot by voice, so that even a customer who is unfamiliar with device operation can easily know the estimated waiting time. Can be suitable.

Further, the present invention is characterized in that the communication robot has a contact input receiving means for receiving information input by contact using fingers, and obtains the receiving number through the contact input receiving means.

According to such a store reception system, the customer can inform the communication robot of the reception number by using a so-called touch panel or a numeric keypad to know the estimated waiting time, which is a preferable form for the customer who wants to avoid vocalization at the store. It is preferable because the estimated waiting time can be known.

The present invention also has a number tag for displaying the reception number or a number display providing means for providing image information to a customer, and the communication robot has a camera for capturing a still image or a moving image, and the camera. The number tag or the image information presented by the customer is photographed using the above, and the reception number is acquired.

According to such a store reception system, the customer can tell the reception number by showing the number tag or image information to the communication robot and know the estimated waiting time, so that the customer is unfamiliar with the device operation. Is also suitable because the estimated waiting time can be easily known.

Further, the present invention is characterized in that the communication robot has a speaker that emits voice to transmit information to a customer, and uses the speaker to transmit the estimated waiting time to the customer by voice.

According to such a store reception system, since the communication robot conveys the estimated waiting time to the customer by voice, it is preferable because the hospitality to the customer can be enhanced.

Further, the present invention has a moving destination determination unit that determines a moving destination that is a destination of the customer based on the purpose of visiting the store or the customer information, and the communication robot has the moving destination for the customer. It is characterized by providing guidance to.

According to such a store reception system, since the communication robot guides the customer to the moving destination, even a customer who is unfamiliar with the store can provide appropriate guidance and guide to the moving destination.

Further, the present invention is characterized in that the communication robot provides guidance to a customer to the moving destination by performing a gesture or a gesture that changes its own posture.

According to such a store reception system, since the communication robot provides guidance by gesturing or gesturing, it becomes easy for the customer to recognize the position and direction of the moving destination. That is, it is possible to provide easy-to-understand guidance guidance to customers who are unfamiliar with the store, and it is possible to further enhance hospitality for customers.

Further, the present invention is characterized in that the communication robot moves to the moving destination to guide the customer to the moving destination.

According to such a store reception system, since the communication robot moves to the moving destination and guides the customer, the customer can clearly recognize the position of the moving destination. That is, it is possible to provide more easy-to-understand guidance to customers who are unfamiliar with the store, and it is possible to further enhance hospitality for customers.

The present invention is also characterized in that the communication robot has a speaker that emits voice to transmit information to the customer, and uses the speaker to make a call to the customer by voice.

According to such a store reception system, since the communication robot calls the customer by voice, the hospitality to the customer can be enhanced.

Further, the present invention is characterized in that, when the communication robot makes a call to a customer, it changes its posture and faces the customer to be called.

According to such a store reception system, since the communication robot makes a call toward the customer to be called, it is possible to enhance the familiarity of the customer with the communication robot and further enhance the hospitality to the customer.

Further, in the present invention, the customer information storage unit stores the current position of the customer to be called, the communication robot has a direction control unit that controls the direction in which the communication robot faces, and the direction control unit From the current position of the call target customer acquired from the customer information storage unit and the current position of the communication robot, the customer direction, which is the direction in which the call target customer is located, is calculated, and the communication robot determines the customer direction. It is characterized in that the direction in which the communication robot faces is controlled so as to face.

According to such a store reception system, the communication robot calculates the direction in which the customer is located based on the current position of the customer to be called stored in the customer information storage unit, and makes a call in that direction. , The customer's feeling of familiarity with the communication robot can be enhanced, and the hospitality to the customer can be further enhanced.

Further, the present invention is characterized in that the communication robot moves to the vicinity of the customer to be called when making a call to the customer.

According to such a store reception system, since the communication robot moves to the vicinity of the customer to be called and makes a call, it is possible to enhance the familiarity of the customer with the communication robot and further enhance the hospitality to the customer.

Further, the present invention has a call detecting means for detecting a call of a communication robot from a customer, and the communication robot calls the communication robot when the call detecting means detects a call of the communication robot from the customer. It is characterized by moving to the vicinity of the customer.

According to such a store reception system, when a customer calls a communication robot by raising his hand or calling, for example, when he / she wants to know his / her waiting time, the call detection means detects it and the communication robot moves to the vicinity of the customer. Since it moves, it is possible to increase the familiarity of the customer with the communication robot and thereby further enhance the hospitality to the customer.

Further, the present invention is characterized in that, when the purpose of visiting the store requires filling in a slip, the communication robot guides the customer to the electronic bookkeeping table.

According to such a store reception system, when the purpose of visiting the store is to fill out a slip, the communication robot guides the customer to the electronic bookkeeping table, so that the slip creation proceeds smoothly. Store operations proceed smoothly and are suitable.

Further, in the present invention, when the purpose of visiting the store requires filling in a slip, the communication robot inquires the customer whether or not to use the electronic bookkeeping table, and the customer asks the customer whether or not to use the electronic bookkeeping table. When the communication robot responds to the effect of using the above, the communication robot guides the customer to the electronic bookkeeping table.

According to such a store reception system, the communication robot first inquires the customer whether or not to use the electronic bookkeeping table. When the customer replies that the customer uses the electronic bookkeeping table, the communication robot guides the customer to the electronic bookkeeping table, so that the slip creation proceeds smoothly and the store operations proceed smoothly, which is preferable. If the customer does not want to use the electronic bookkeeping table, for example, he / she can be guided to a normal bookkeeping table or a window, so that the store can be operated according to the customer's wishes and the hospitality to the customer can be further enhanced. can.

Further, in the present invention, the communication robot has a camera for taking a face photograph of a customer, and the store reception system has a VIP customer's face photograph stored in advance in the customer information storage unit and the communication robot. It is characterized by having a VIP customer determination unit that compares with a customer's face photograph taken by a camera and determines whether or not the customer is a VIP customer who should give priority.

According to such a store reception system, the communication robot takes a photograph of the customer's face and determines whether or not the customer is a VIP customer. Therefore, if the customer is a VIP customer, the guidance priority can be changed. , It is possible to take measures such as notifying the staff to respond, and it is preferable because the service of the store can be further improved.

Further, in the present invention, the communication robot has a camera for taking a face photograph of a customer, and the store reception system has a face photograph of a customer requiring attention stored in advance in the customer information storage unit and the communication robot. It is characterized by having a customer requiring attention determination unit for determining whether or not the customer is a customer requiring attention requiring attention by comparing with a customer's face photograph taken by the camera.

According to such a store reception system, the communication robot takes a photograph of the customer's face and determines whether or not the customer is a customer requiring attention. Therefore, if the customer is a customer requiring attention, the staff is notified. It is preferable that the service of the store can be further improved by taking measures such as calling attention and having the staff respond directly.

Further, in the present invention, the communication robot has a camera for taking a photograph of a customer's face, the store reception system has a store leaving customer photographing means, and a returning customer determination unit, and the store leaving customer photographing. The means is to take a face photo of the customer leaving the store and store it in the customer information storage unit, and the return visit customer determination unit includes the face photo of the customer leaving the store stored in the customer information storage unit and the said. It is characterized in that it is determined whether or not the customer is a returning customer who visited the store again after leaving the store by comparing with the customer's face photograph taken by the camera of the communication robot.

According to such a store reception system, a photograph of a customer leaving the store is taken, a communication robot takes a photograph of the customer who visited the store, and whether or not the customer is a returning customer who visited the store again. In the case of a returning customer, it is possible to take measures such as simplifying the reception process and resetting the order of calls, which is preferable because the service of the store can be further improved. be.

Further, the present invention has a reception photography means, the reception photography means takes a face photograph of a customer who has visited the store, and the reception means obtains the purpose of visiting the store from the customer who has visited the store. The customer's reception number is issued, the customer information storage unit stores the customer's reception number in association with the face photo, and the customer's call is stored in the customer information storage unit in the face photo. It is characterized in that it is performed based on.

According to such a store reception system, a face photo of a customer who visits the store is taken and associated with the reception number, and the customer is called based on the face photo. Therefore, the reception number does not need to be given to the customer who visited the store. You can make a call. Therefore, it is possible to simplify the reception work by omitting the issuance of the number tag, and it is possible to avoid the situation where the customer loses the number tag and does not answer the call. In addition, for visually impaired people who have difficulty in visually recognizing the reception number of the number tag, the use of the counter reception machine at a bank store or the like has a great psychological resistance. Since it is not necessary to visually confirm the above, it is possible to realize a store or the like that is easy for the visually impaired to use.

Further, the present invention has a reception photography means and a visually impaired person determination unit, the reception photography means photographs a customer who has visited the store, and the visually impaired person determination unit is the reception photography means. It is characterized in that it is determined whether or not the customer who visits the store is visually impaired based on the photograph of the customer taken by.

According to such a store reception system, it is possible to determine whether or not a customer who visits a store is a visually impaired person based on a photograph of the customer, and take appropriate measures for the visually impaired person. For example, it is possible to omit the issuance of number tags at the time of reception, or to notify the staff to respond. As a result, it is possible to realize a store or the like that is easy for the visually impaired to use.

Further, in the present invention, when the communication robot calls a customer, if the customer to be called is a customer determined to be a visually impaired person by the visually impaired person determination unit, the call target customer is close to the customer. It is characterized by moving.

According to such a store reception system, the communication robot moves to the vicinity of the visually impaired person at the time of calling, so that the visually impaired person can be called reliably and the store is easy for the visually impaired person to use. Etc. can be realized and is suitable.

According to the present invention, a store reception system that can suppress an increase in labor costs, enhance hospitality for customers, and provide appropriate reception, guidance guidance, and other services to customers who are unfamiliar with store and equipment operations. Can be provided.

It is explanatory drawing for demonstrating communication with a customer by a communication robot. It is explanatory drawing for demonstrating the guidance guidance of a customer by a communication robot. It is explanatory drawing for demonstrating communication with a customer by a communication robot. It is a figure which shows the system configuration of the store reception system. It is a figure which shows the arrangement of each apparatus which constitutes a store reception system. It is a block diagram which shows the internal structure of a communication robot. It is a block diagram which shows the internal structure of a controller. It is a figure which shows an example of the reception information data. It is a figure which shows an example of VIP customer data. It is a figure which shows an example of the attention-sensitive customer data. It is a figure which shows an example of the closing customer data. It is a flowchart which shows the outline of the customer judgment process. It is a flowchart which shows the outline of the store visit reception process. It is a flowchart which shows the outline of the customer state confirmation processing. It is a flowchart which shows the outline of the customer call processing. It is a flowchart which shows the outline of the guidance guidance processing. It is a flowchart which shows the outline of the electronic book stand recommendation process. It is a flowchart which shows the outline of call correspondence processing. It is a flowchart which shows the outline of the estimated waiting time answer processing. It is a flowchart which shows the outline of the exit customer photography processing. It is explanatory drawing for demonstrating reception | reception of a visually impaired person by a communication robot which concerns on another embodiment. It is explanatory drawing for demonstrating reception of the visually impaired person by the window reception machine which concerns on other embodiment. It is a block diagram which shows the internal structure of the window reception machine which concerns on other embodiment. It is a block diagram which shows the internal structure of the controller which concerns on other embodiment. It is a figure which shows an example of the reception information data which concerns on other embodiment. It is a flowchart which shows the outline of the customer determination process which concerns on other embodiment. It is a flowchart which shows the outline of the visually impaired person reception process which concerns on other embodiment. It is a flowchart which shows the outline of the customer call / guidance processing which concerns on other embodiment.

Hereinafter, preferred embodiments of the store reception system according to the present invention will be described in detail with reference to the accompanying drawings.

First, the communication with the customer and the guidance of the customer by the communication robot according to the present embodiment will be described with reference to FIGS. 1 to 3. In this embodiment, a case where the store reception system is applied to a store of a financial institution such as a bank will be described as an example.

As shown in FIG. 1, a customer P who visits a store such as a bank is greeted by a communication robot 10 installed in the lobby and asked about the purpose of the visit. When the customer P speaks the purpose of visiting the store to the communication robot 10 by voice, the communication robot 10 recognizes the purpose of visiting the store of the customer P from the voice input to the microphone 11 and transmits the purpose to the controller 90. Further, the communication robot 10 takes a face photograph (customer image) of the customer P with the camera 13, issues a reception number (95th), and transmits the data to the controller 90. Then, when the number tag T on which the reception number is printed is printed by the printer 20, the communication robot 10 urges the customer P to receive the number tag T and wait in the lobby.

When the turn of the customer P with the reception number 95 arrives, the staff member Q at the counter performs an operation to call the customer P on the teller operation terminal 60. Then, as shown in FIG. 2, the communication robot 10 self-propelled by using the wheel 16 to the vicinity of the customer P with the reception number 95, informs the customer P that the turn has arrived, and responds to the customer P. Guidance to 67 is provided. Specifically, the customer speaks by voice from the speaker 14 that the destination to move is the third window 67, indicates the direction of the third window 67 by a hand gesture using the hand 15, and follows the customer. After informing P, the wheel 16 is used to self-propell to the third window 67.

Further, as shown in FIG. 3, the communication robot 10 responds to an inquiry about the estimated waiting time from the customer P. When the customer P shows the number tag T to the communication robot 10, the communication robot 10 photographs the number tag T using the camera 13 and acquires the reception number (95th) written on the number tag T by image recognition. .. Then, the communication robot 10 transmits the acquired reception number to the controller 90, and acquires the corresponding estimated waiting time (15 minutes) and the currently calling number (89) from the controller 90. The communication robot 10 utters an apology to the customer P for waiting for a long time, displays the estimated waiting time and the currently calling number on the display input unit 12, and transmits the estimated waiting time to the customer P.

As described above, the communication robot 10 communicates with the customer P and provides guidance to the customer P. In the present embodiment, the communication between the communication robot 10 and the customer P, that is, the transmission of information, intention, and instruction is performed by the method exemplified below. That is, the communication robot 10 listens to the voice spoken by the customer P with the microphone 11 and grasps the meaning by voice recognition, and the number tag T or the like indicated by the customer P is photographed by the camera 13 of the communication robot 10 to obtain an image. Acquiring information by recognition, customer P touching the display input unit 12 of the communication robot 10 to input, the communication robot 10 detects the input and acquires information, the communication robot 10 displays information and the like. This is performed by displaying on the input unit 12 and allowing the customer P to visually recognize the information, the communication robot 10 uttering a voice from the speaker 14, and the customer P listening to the voice.

Further, in the present embodiment, in the guidance guidance of the customer P by the communication robot 10, the communication robot 10 displays information or the like on the display input unit 12, the customer P visually recognizes the information, and the communication robot 10 holds the hand 15. It is performed by pointing a direction by using the communication robot 10 and moving by itself using the wheels 16 to take the customer P to the moving destination.

Next, the system configuration of the store reception system 100 according to the present embodiment will be described with reference to FIG. The store reception system 100 includes a reception means A, a communication robot 10, a printer 20 (number display providing means C), an electronic book stand 30, ATMs 40 and 41, a call number display device 50, and a teller operation terminal 60. It has an in-store camera 70 (call detection means D), an exit camera 80 (store exit customer photographing means E), and a controller 90. In the present embodiment, the communication robot 10 also functions as a reception means A for acquiring the purpose of visiting the store from the customer P who has visited the store. Each of these devices is connected via a network such as a wired LAN (Local Area Network) or a wireless LAN.

As shown in FIG. 5, each device constituting the store reception system 100, a normal bookkeeping table 35, a first window 65, a second window 66, and a third window 67 are arranged in a bank store. ..

The communication robot 10 is a self-propelled robot made to imitate a humanoid shape, and is a microphone 11 (call detection means D), a display input unit 12 (contact input reception means B), a camera 13, and a speaker. It has a 14, a hand 15, and a wheel 16.

The microphone 11 is provided at the position of the ear of the head of the communication robot 10 and acquires an external sound as voice data. The display input unit 12 is provided on the body of the communication robot 10, displays images, characters, tables, and the like, and receives information input from the customer P by contact with fingers. The camera 13 is provided at the position of the eyes of the head of the communication robot 10, and captures a face photograph of the customer P and the situation inside the store and acquires them as image data. The speaker 14 is provided at the position of the mouth of the head of the communication robot 10 and emits a sound (voice, guidance sound, etc.). The communication robot 10 communicates with the customer P using these configurations, and transmits the acquired customer information to the controller 90.

The hands 15 are provided on both sides of the body of the communication robot 10 and point to the destination when guiding the customer P, or move when communicating with the customer P to assist information transmission and emotional expression. conduct. The wheels 16 are provided in the lower part of the body of the communication robot 10 and are used for moving and changing the posture of the communication robot 10.

As shown in FIG. 5, the communication robot 10 is arranged in front of the entrance / exit H of the store, welcomes the visit of the customer P, and accepts the visit of the customer P. Then, the communication robot 10 moves inside the store to guide the customer P to the electronic bookkeeping table 30 in the store, each window, an ATM, or the like, or moves to the vicinity of the customer P whose turn has arrived. Make a call to.

The printer 20 prints a number tag T that displays the reception number of the customer P. As shown in FIG. 5, the printer 20 is arranged in front of the entrance / exit H of the store. Then, when the communication robot 10 accepts the visit of the customer P, the guide number corresponding to the customer P is received from the controller 90, and the number tag T is printed. The number tag T can be a thin paper or a card, but the material and shape of the number tag T may be used as long as the guide number can be identified.

The electronic bookkeeping table 30 is a device that supports customer P's slip creation. The electronic bookkeeping table 30 receives an input of customer information from the customer P using a touch pen or the like and transmits the input to the controller 90. Then, the necessary information is transmitted from the controller 90 to the printer at each window, and the slip required for the procedure is printed. As shown in FIG. 5, the electronic bookkeeping table 30 and the normal bookkeeping table 35 that creates a handwritten slip are arranged on the left side of the entrance / exit H of the store.

The communication robot 10 recommends that the customer P use the electronic bookkeeping table 30 when it is necessary to create a slip according to the purpose of the customer P's visit (the electronic bookkeeping table recommendation process described later). When the customer P informs the communication robot 10 that the electronic bookkeeping table 30 is used, the communication robot 10 guides the customer P to the electronic bookkeeping table 30 and also explains the operation of the electronic bookkeeping table 30. When the customer P informs the communication robot 10 that the electronic bookkeeping table 30 is not used, the communication robot 10 guides the customer P to the normal bookkeeping table 35 that creates a handwritten slip.

The ATM 40 and ATM 41 are automatic cash deposit machines that handle cash deposits and cash withdrawals from customer P. As shown in FIG. 5, the ATMs 40 and 41 are located on the right side of the store entrance / exit H. The ATMs 40 and 41 transmit their own operating status (operating / stopped, etc.) to the controller 90. The communication robot 10 provides an operation explanation and a response in the event of a device malfunction to the customer P who performs the procedure at the ATM 40 (or ATM 41).

For example, suppose that when the device is stopped due to a shortage of 10,000 tickets at the ATM 40, the customer P does not know that the device has stopped and waits for a while in front of the ATM 40. When the communication robot 10 detects that the ATM 40 is stopped and the customer P is on standby, the communication robot 10 moves to the vicinity of the ATM 40 and calls out to the customer P. Then, the suspension of the ATM 40 is explained and an apology is given, and the customer P is guided to the operating ATM 41.

The call number display device 50 is a device that displays the reception number printed on the reception tag, and is used for calling the customer P whose turn has come. The call number display device 50 displays the reception number corresponding to the customer P who has come in turn triggered by the operation of the teller operation terminal 60 by a staff member (teller) who performs business at the counter. Although the call number display device 50 is installed at each window (see FIG. 5), it may be installed for each group consisting of a plurality of windows performing the same business.

The teller operation terminal 60 is a terminal operated by a staff member (teller) who performs business at the counter, displays reception information provided by the controller 90, extracts predetermined information from reception information, and arranges reception information. In addition to accepting input of search conditions for replacement, it is used for calling customer P, recalling, and the like. Further, the teller operation terminal 60 performs a process of transmitting the call time and the transaction end time to the controller 90 in association with the reception number. The teller operation terminal 60 is installed at each window (see FIG. 5).

The 1st window 65, the 2nd window 66, and the 3rd window 67 are the windows for making transactions such as transfer, deposit, and withdrawal in front of the customer P, and as shown in FIG. 5, the front back of the entrance / exit H of the store. They are arranged side by side. A waiting space is provided between the doorway H and each window for the customer P to wait for a transaction, and a sofa or the like is arranged.

The in-store camera 70 is arranged on the right side of the store entrance / exit H, takes a picture of the inside of the store, and transmits the imaged data to the controller 90. The controller 90 analyzes the image data in the store from the in-store camera 70 to identify the current position of the customer P after receiving the visit to the store, and detects the call of the communication robot 10 by the customer P by raising his / her hand or the like. To do. That is, the in-store camera 70 functions as a call detecting means D for detecting a call of the communication robot 10 from the customer P.

The exit camera 80 is arranged near the entrance / exit H of the store, takes a picture of the customer P leaving the store, and transmits the imaged data to the controller 90.

The controller 90 includes data such as images transmitted from the communication robot 10, the in-store camera 70, the exit camera 80, etc., reception information data 93a, VIP customer data 93b, caution customer data 93c, exit customer data 93d, etc., which will be described later. To manage. Further, the controller 90 instructs the communication robot 10 that the customer P is called to each window and that the communication robot 10 is being called by the customer P, or a VIP customer or a customer requiring attention visits the store. Notify the teller operation terminal 60 to that effect.

Next, the internal configuration of the communication robot 10 will be described with reference to the block diagram of FIG. The communication robot 10 includes a communication unit 17 and a control unit 18 in addition to the microphone 11, display input unit 12, camera 13, speaker 14, hand 15 and wheel 16 described above. The communication unit 17 is an interface unit for performing data communication with the controller 90 via a wireless LAN.

The control unit 18 is a control unit that controls the entire communication robot 10, and is a movement control unit 18a, a direction control unit 18b, a communication control unit 18c, a customer information acquisition unit 18d, a store visit purpose acquisition unit 18e, and a reception number issuing unit 18f. Has. Actually, the programs corresponding to these functional parts are stored in a ROM or non-volatile memory (not shown), and these programs are loaded into the CPU (Central Processing Unit) and executed, so that the corresponding processes can be executed. Will be executed.

The movement control unit 18a controls the wheels 16 to move the communication robot 10 by itself. In response to an instruction from the controller 90, the movement control unit 18a moves to the vicinity of the customer P to be called, moves to the movement destination when guiding the customer P, and calls the communication robot 10. Controls movement to the vicinity.

Further, the movement control unit 18a controls the movement of the communication robot 10 so as to avoid contact with obstacles or the like when moving according to the instruction from the controller 90 described above. Further, the movement control unit 18a moves the communication robot 10 so that the distance to the customer P who is currently communicating is constant, or the distance to the customer who moves together toward the moving destination becomes constant. Control the movement of the communication robot 10. In order to realize such control, the communication robot 10 has a sensor that measures the distance to an obstacle or the customer P, and the movement control unit 18a controls the movement of the communication robot 10 based on the output of the sensor. ..

The direction control unit 18b controls the wheels 16 to control the direction in which the communication robot 10 faces. When the direction control unit 18b calls the customer P according to the instruction from the controller 90, the direction control unit 18b determines the direction, that is, the posture of the communication robot 10 so that the communication robot 10 faces the customer P to be called. Change. Specifically, the direction control unit 18b acquires the current position of the customer P to be called from the customer information storage unit 93 of the controller 90, and is in the direction in which the customer P to be called is located from the current position of the communication robot 10. Calculate a certain customer direction. Then, the direction in which the communication robot 10 faces is controlled so that the communication robot 10 faces the customer.

Further, when the direction control unit 18b receives a call from the customer P, the direction control unit 18b changes the direction in which the communication robot 10 faces so that the communication robot 10 faces the direction of the customer P. At this time, the direction control unit 18b calculates the customer direction in the same manner as in the above case.

Further, when the direction control unit 18b calls the customer P whose turn has arrived, the direction control unit 18b changes the direction in which the communication robot 10 faces so as to face the customer P. Further, the movement control unit 18a changes the direction of the communication robot 10 so that the customer P can easily understand the direction of the moving destination when guiding the customer P to the moving destination. For example, the direction of the communication robot 10 is changed so that the moving destination is the front direction of the communication robot 10.

The communication control unit 18c controls the microphone 11, the display input unit 12, the camera 13, the speaker 14, and the hand 15 described above to control communication with the customer P.
For example, the communication control unit 18c records the remarks of the customer P through the microphone 11, performs language recognition processing on the recorded data, and grasps the remarks of the customer P. Further, the communication control unit 18c receives information input from the customer P through the display input unit 12. Further, the communication control unit 18c photographs the face of the customer P through the camera 13, performs image recognition processing on the captured data, and grasps the emotion of the customer P.

Based on the input from the customer P and the instruction from the controller 90, the communication control unit 18c determines the response to the customer P. For example, in response to an input for the purpose of visiting the store from the customer P (voice or information input from the display input unit 12), the communication control unit 18c controls the speaker 14 and utters "I understand", and the display input unit 12 is controlled to display the input purpose of visiting the store.

For example, the communication control unit 18c controls the speaker 14 to "wait" in response to the statement from the customer P that "the turn is not yet done" and the feeling of anger grasped from the face photograph of the customer P. I'm very sorry. Please wait a little longer. ", Control the display input unit 12 to display the estimated waiting time acquired from the controller 90, control the hand 15 and put the left and right hands together in front of you to apologize. Express your intentions. In this way, the communication robot 10 communicates with the customer P under the control of the communication control unit 18c.

The customer information acquisition unit 18d acquires customer information from the customer P by using the microphone 11, the display input unit 12, and the camera 13. For example, the customer information acquisition unit 18d records the remark of the customer P (for example, the remark of "95") through the microphone 11, performs language recognition processing on the recorded data, and obtains the reception number (for example, 95). Obtained as customer information. For example, the customer information acquisition unit 18d acquires the purpose of visiting the store, the reception number, the name, and the like as customer information by inputting information from the customer P to the display input unit 12. For example, the customer information acquisition unit 18d acquires a face photograph of the customer P, a reception number of the number tag T, and the like as customer information by taking a picture with the camera 13. The acquired customer information is transmitted to the controller 90 and stored in the customer information storage unit 93 of the controller 90.

The store visit purpose acquisition unit 18e acquires the store visit purpose from the customer P by using the microphone 11 and the display input unit 12. For example, the store visit purpose acquisition unit 18e records the customer P's remark (for example, remark "pay tax") through the microphone 11, performs language recognition processing on the recorded data, and performs the store visit purpose ("tax"). To get. For example, the store visit purpose acquisition unit 18e detects the pressing of the "tax" button from the customer P on the display input unit 12 and acquires the store visit purpose ("tax"). The acquired purpose of visiting the store is transmitted to the controller 90 and stored in the customer information storage unit 93 of the controller 90.

The reception number issuing unit 18f refers to the reception information data 93a stored in the customer information storage unit 93 of the controller 90, and issues the reception number according to the customer P's store visit purpose acquired by the store visit purpose acquisition unit 18e. The issued reception number is transmitted to the controller 90, stored in the customer information storage unit 93, transmitted to the printer 20, and printed on the number tag T.

The store visit purpose acquisition unit 18e and the reception number issuing unit 18f described above function as reception means A. The reception means A acquires the purpose of visiting the store from the customer P who has visited the store, and issues a reception number to the customer P at that time. In the present embodiment, the reception means A is provided in the communication robot 10, but it is also possible to provide a reception device provided with the reception means A separately from the communication robot 10. In that case, the reception device may include the printer 20.

Next, the internal configuration of the controller 90 will be described with reference to the block diagram of FIG. The controller 90 includes a communication unit 91, a control unit 92, and a customer information storage unit 93. The communication unit 91 is an interface unit for performing data communication with the controller 90 via a wireless LAN.

The customer information storage unit 93 includes an HDD (Hard Disk Drive) and a non-volatile RAM (Random Access).
It is composed of a storage device such as Memory), and stores reception information data 93a, VIP customer data 93b, attention-requiring customer data 93c, and store exit customer data 93d.

The reception information data 93a is data including information related to the customer P who has received a visit to the store. As shown in FIG. 8, the reception information data 93a includes a "customer image", a "reception number", a "purpose of visiting a store", an "issue time", a "location", a "call", and a "customer type". , "Closed time", and "Revisit time".

The "customer image" is captured data taken by the camera 13 when the communication robot 10 accepts the visit of the customer P, is transmitted from the communication robot 10, and is stored in the reception information data 93a. The "reception number" is a number issued by the reception number issuing unit 18f when the communication robot 10 accepts the visit of the customer P, and is transmitted from the communication robot 10 and recorded in the reception information data 93a.

The "store visit purpose" is data acquired by the store visit purpose acquisition unit 18e through the microphone 11 and the display input unit 12 when the communication robot 10 accepts the visit of the customer P, and is transmitted from the communication robot 10 to receive information data 93a. Is remembered in. The "issue time" is the time when the reception number issuing unit 18f issues the reception number, which is transmitted from the communication robot 10 and recorded in the reception information data 93a.

The “position” is data related to the position of the customer P grasped by the customer position tracking unit 92d described later through the in-store camera 70, and is recorded in the reception information data 93a in the form of coordinates in the store.
The "call" is data indicating whether or not the customer P has completed the call to the counter or the like, and is updated when the staff at the counter operates the teller operation terminal 60 to call the customer P.

The "customer type" is data indicating the type of the customer P. The VIP customer determination unit 92e and the attention-requiring customer determination unit 92f, which will be described later, determine whether the visiting customer P is a VIP customer or a customer requiring attention, and the result is stored in the reception information data 93a. Recorded. The “store exit time” is data indicating the time when the customer P leaves the store, and is determined by the store exit customer determination unit 92g, which will be described later, and recorded in the reception information data 93a. The “re-visit time” is data indicating the time when the customer P who left the store returned to the store, and is determined by the return-visit customer determination unit 92h, which will be described later, and recorded in the reception information data 93a.

The VIP customer data 93b is data including information on VIP customers registered in advance, such as a large depositor. As shown in FIG. 9, the VIP customer data 93b includes a "customer image" which is a face photograph of the customer P, a "name", a "customer number", and a "previous visit" which is the date of the previous visit. It's information. The VIP customer data 93b is referred to by the VIP customer determination unit 92e, which will be described later, and is used to determine whether or not the customer P who has visited the store is a VIP customer.

The customer requiring attention data 93c is data including information on a customer requiring attention registered in advance, such as a complaint problem occurring in the past. As shown in FIG. 10, the customer data 93c requiring attention includes a "customer image", which is a face photograph of the customer P, a "name", a "customer number", and a "previous visit" which is the date of the previous visit. This is the information included. The customer requiring attention data 93c is referred to by the customer requiring attention determination unit 92f, which will be described later, and is used to determine whether or not the customer P who has visited the store is a customer requiring attention.

The store exit customer data 93d is data including information regarding the customer P who has exited the store.
As shown in FIG. 11, the store exit customer data 93d is information including a “customer image”, a “store exit time”, and a “re-visit time”. The "customer image" is a face photograph of the customer P leaving the store, taken by the exit camera 80. The “store exit time” is data indicating the time when the exit camera 80 takes a picture of the customer P who leaves the store. The “re-visit time” is data indicating the time when the customer P who has left the store visits the store again, and is determined by the return-visit customer determination unit 92h, which will be described later, and recorded in the store exit customer data 93d.

The control unit 92 is a control unit that controls the entire store reception system 100, and includes a movement destination determination unit 92a, a waiting time estimation unit 92b, a call detection unit 92c, a customer position tracking unit 92d, and a VIP customer determination unit 92e. Attention It has a customer determination unit 92f, a store exit customer determination unit 92g, and a return visit customer determination unit 92h. Actually, the programs corresponding to these functional parts are stored in a ROM or non-volatile memory (not shown), and these programs are loaded into the CPU (Central Processing Unit) and executed, so that the corresponding processes can be executed. Will be executed.

The movement destination determination unit 92a determines the movement destination, which is the destination of the customer P, based on the customer P's store visit purpose or customer information stored in the customer information storage unit 93. For example, when the purpose of the customer P's visit is to pay taxes, the destination of movement is determined to be each window (the window that made the call), the electronic bookkeeping table 30, or the normal bookkeeping table 35. It should be noted that which of the electronic bookkeeping table 30 and the normal bookkeeping table 35 is used to create the slip is determined by the selection of the customer P in the electronic bookkeeping table recommendation process described later. For example, when the customer P requests the communication robot 10 to guide the communication robot 10 to the ATM 40, that fact is stored as customer information in the customer information storage unit 93, and the movement destination determination unit 92a sets the movement destination to the ATM 40. decide. The movement destination determined by the movement destination determination unit 92a is transmitted to the communication robot 10, and the communication robot 10 guides the customer P to the movement destination.

The waiting time estimation unit 92b calculates the estimated waiting time of the customer P related to the reception number transmitted from the communication robot 10 until the turn arrives. For example, when calculating the estimated waiting time of customer P whose purpose is to pay taxes, the number of people waiting at the counter W is calculated, and the estimated waiting time Tw is set to Tw by using the average response time t at the counter and the number n of the counter. Calculate as = W × t / n. The estimated waiting time calculated by the waiting time estimation unit 92b is transmitted to the communication robot 10 and transmitted from the communication robot 10 to the customer.

The call detection unit 92c detects the call of the communication robot 10 from the customer P by using the microphone 11 of the communication robot 10 and the in-store camera 70. The call detection unit 92c continuously acquires image data in the store from the in-store camera 70. Then, when the data is subjected to image recognition processing and the raising of the hand of the customer P, the beckoning toward the communication robot 10, or the like is detected, it is determined that the communication robot 10 has been called from the customer P.

The call detection unit 92c continuously acquires voice data in the store from the microphone 11 of the communication robot 10. Then, the language recognition process is performed on the data, and when the customer P detects a statement such as "I'm sorry" or "a little robot-kun" that means to call the communication robot 10, it is determined that the communication robot 10 has been called from the customer P. do. When the call detection unit 92c detects the call of the communication robot 10 from the customer P, the call response process described later is performed, and the communication robot 10 responds to the customer P, moves to the vicinity of the customer P, and the like.

The customer position tracking unit 92d detects the current position of the customer who has received the reception using the in-store camera 70, and stores it in the customer information storage unit 93. The customer position tracking unit 92d continuously acquires image data in the store from the in-store camera 70. Then, when the movement of the customer P is detected by performing image recognition processing on the data, the customer's position data (“position” of the reception information data 93a) recorded in the reception information data 93a of the customer information storage unit 93 is displayed. Update to the moved data.

The VIP customer determination unit 92e compares the VIP customer's face photograph (VIP customer data 93b) stored in advance in the customer information storage unit 93 with the customer P's face photograph taken by the camera 13 of the communication robot 10. It is determined whether or not the customer P who visits the store is a VIP customer who should give priority to the customer. The VIP customer data 93b records the facial photographs of a plurality of VIP customers, and the facial photograph data of the plurality of VIP customers is compared with the facial photograph data of the customer P who visited the store. If there is no VIP customer whose degree of matching with the face photograph of the customer P who visited the store is higher than a predetermined threshold value, it is determined that the customer P who visited the store is not a VIP customer. When there is a VIP customer whose degree of matching with the face photograph of the customer P who visited the store is higher than a predetermined threshold value, the VIP customer having the highest degree of matching is determined, and the customer P who visited the store is determined to be the VIP customer. Then, the fact that the customer P is a VIP customer is recorded in the "customer type" of the reception information data 93a.

The attention-requiring customer determination unit 92f compares the face photograph of the customer requiring attention (customer data requiring attention 93c) stored in advance in the customer information storage unit 93 with the face photograph of the customer P taken by the camera 13 of the communication robot 10. Then, it is determined whether or not the customer P who has visited the store is a customer who needs attention to deal with. In the customer requiring attention data 93c, facial photographs of a plurality of customers requiring attention are recorded, and the facial photograph data of the plurality of customers requiring attention is compared with the facial photograph data of the customer P who has visited the store. If there is no customer requiring attention whose degree of matching with the face photo of the customer P who visited the store is higher than a predetermined threshold value, it is determined that the customer P who visited the store is not a customer requiring attention. If there is a customer requiring attention whose degree of matching with the face photo of the customer P who visited the store is higher than a predetermined threshold, the customer requiring attention having the highest degree of matching is determined, and the customer P who visited the store is determined to be the customer requiring attention. do. Then, in the "customer type" of the reception information data 93a, it is recorded that the customer P is a customer requiring attention.

The store exit customer determination unit 92g determines which of the accepted customers the customer P who has left the store corresponds to. The exiting customer determination unit 92g compares the face photograph data of the exiting customer P taken by the exit camera 80 with the “customer image” of the accepted customer recorded in the reception information data 93a.
Then, when there is an accepted customer whose degree of matching with the face photo of the customer P who has left the store is higher than a predetermined threshold value, the accepted customer with the highest degree of matching is determined, and it is determined that the accepted customer has left the store. do. Then, the time when the customer P's face photo is taken is determined as the customer P's exit time, and is recorded in the "store exit time" of the reception information data 93a.

The return-visit customer determination unit 92h compared the face photo of the customer P who left the store stored in the customer information storage unit 93 with the face photo of the customer P taken by the camera 13 of the communication robot 10 and visited the store this time. It is determined whether or not the customer P is a returning customer who has returned to the store after leaving the store. In the reception information data 93a, facial photographs of a plurality of accepted customers are recorded, and the facial photograph data of the plurality of accepted customers is compared with the facial photograph data of the customer P who has visited the store. If there is no accepted customer whose degree of matching with the face photo of the customer P who visited the store is higher than a predetermined threshold value, it is determined that the customer P who visited the store is not a customer who visited the store again but a customer who newly visited the store. If there is a received customer whose degree of matching with the face photo of the customer P who visited the store is higher than a predetermined threshold value, the received customer with the highest degree of matching is determined, and the customer P who visited the store is determined to be the received customer. do. Then, the time when the face photograph of the customer P who visited the store is taken is determined as the return time of the customer P, and is recorded in the "re-visit time" of the reception information data 93a.

Next, various processes performed by the store reception system 100 will be described with reference to the flowcharts of FIGS. 12 to 20.

First, with reference to FIG. 12, a customer determination process for determining whether or not the visiting customer P is a VIP customer, whether or not the customer needs attention, and whether or not the customer is a returning customer will be described.

When the customer P comes to the store from the entrance / exit H of the store, the customer information acquisition unit 18d of the communication robot 10 takes a face photo of the customer P using the camera 13 (step # 101). The image data of the photographed face photograph is transmitted to the controller 90.

Subsequently, the VIP customer determination unit 92e of the control unit 92, the attention-requiring customer determination unit 92f, and the returning customer determination unit 92h store the image data of the face photograph of the customer P who visited the store and the customer information storage unit 93. A comparison process with the image data of the customer's face photograph is performed (step # 102).

The return-visit customer determination unit 92h compares the image data of the face photograph of the customer P who visited the store with the "customer image" of the reception information data 93a, and determines whether or not the customer is a return-visit customer (step # 103). .. When it is determined that the customer P who has visited the store is a customer who has returned to the store (step # 103: Yes), the return visit registration process is performed (step # 104). Specifically, the time when the face photo of the returning customer is taken is recorded in the "re-visit time" of the reception information data 93a and the "re-visit time" of the leaving customer data 93d, and as a new customer. (Reception process for store visits, which will be described later) will not be performed, and customers will be treated as return customers. For example, from the speaker 14 of the communication robot 10, "Isn't it correct for the customer with reception number 413? Thank you for coming back to the store. We will call you one by one, so please wait for a while." Communicate that the store reception system 100 recognizes that it is a returning customer. Then, the customer determination process is completed.

When it is determined that the customer P who visited the store is not a customer who visited the store again (step # 103: No), the process proceeds to the next step, and the VIP customer determination unit 92e uses the image data of the face photo of the customer P who visited the store and the VIP customer. It is determined whether or not the customer is a VIP customer by comparing with the "customer image" of the data 93b (step # 105). When it is determined that the customer P who has visited the store is a VIP customer (step # 105: Yes), the VIP customer handling process is performed (step # 106). Specifically, the fact that the customer is a VIP customer is recorded in the "customer type" of the reception information data 93a. The controller 90 may notify the communication control unit 18c of the communication robot 10 that the customer P is a VIP customer, and instruct the communication control unit 18c to perform specially polite communication different from that of a normal customer. The controller 90 may notify the store clerk Q that a VIP customer has come to the store, and the clerk Q may respond to the customer P. The controller 90 may change the reception information data 93a so that the guidance guidance and the call of the customer P have a higher priority. Then, the customer determination process is completed.

When it is determined that the customer P who visited the store is not a VIP customer (step # 105: No), the process proceeds to the next step, and the customer determination unit 92f requiring attention has the image data of the face photograph of the customer P who has visited the store and caution. By comparing with the "customer image" of the customer data 93c, it is determined whether or not the customer needs attention (step # 107). When it is determined that the customer P who has visited the store is a customer requiring attention (step # 107: Yes), the processing for dealing with the customer requiring attention is performed (step # 108). The controller 90 may notify the communication control unit 18c of the communication robot 10 that the customer P is a customer requiring attention, and instruct the communication control unit 18c to perform careful communication different from that of a normal customer. The controller 90 may notify the store clerk Q that a customer requiring attention has come to the store, and the clerk Q may respond to the customer P. Then, the customer determination process is completed.

Next, with reference to FIG. 13, a store visit reception process for receiving the customer P who has visited the store will be described.

First, the communication robot 10 approaches the customer P who has visited the store and gives a greeting of the visit (step # 201). For example, the speaker 14 speaks to customer P, "Welcome. Thank you for visiting us."

Subsequently, the operation of the store visit reception is explained to the customer P who visited the store by the communication robot 10 (step # 202). For example, the speaker 14 speaks to customer P, "Ask for your request. Please tell us your desired transaction. Or touch the screen to select." The display input unit 12 may display "Please press the requested button."

Then, for a predetermined time, the customer P waits for the input for the purpose of visiting the store (step # 203). During this time, the microphone 11 and the display input unit 12 are kept in a state where the input from the customer P can be accepted.

Upon receiving the input of the store visit purpose from the customer P (step # 204: Yes), the store visit purpose acquisition unit 18e acquires the store visit purpose. For example, the microphone 11 records the customer P's utterance of "pay tax" and acquires the "tax" for the purpose of visiting the store by language recognition processing. For example, the customer P detects the contact with the "tax" button of the display input unit 12 and acquires the "tax" for the purpose of visiting the store. If customer P's utterance is unclear and the purpose of visiting the store cannot be obtained, the speaker 14 speaks to customer P, "Sorry, please tell me again." And goes to the input standby process (step # 203). You may go back.

Subsequently, the customer information acquisition unit 18d of the communication robot 10 takes a face photograph of the customer P using the camera 13 and acquires the customer image data (step # 207).

Subsequently, the reception number issuing unit 18f of the communication robot 10 issues the reception number of the customer P who has visited the store (step # 208). Specifically, the reception number issuing unit 18f refers to the reception information data 93a stored in the customer information storage unit 93 of the controller 90, and obtains the reception number according to the customer P's store visit purpose acquired by the store visit purpose acquisition unit 18e. Issue.

Subsequently, the printer 20 prints a number tag T displaying the issued reception number (step # 209). Then, the purpose of the customer P's visit, the image data of the customer P's face photograph, and the reception number of the customer P are sent from the communication robot 10 to the controller 90 and stored in the reception information data 93a of the customer information storage unit 93. (Step # 210). Then, the store visit reception process is completed. At this time, the communication robot 10 may make an utterance prompting the customer P to wait, such as "Please take the number tag and wait for a while."

If there is no input for the purpose of visiting the store from the customer P (step # 204: No), if the predetermined time (for example, 30 seconds) has not elapsed (step # 205: No), the input standby is continued (step # 203). ). When a predetermined time (for example, 30 seconds) has elapsed (step # 205: Yes), the operation of the store visit reception is explained again (step # 206). Here, the communication robot 10 may say "Are you in trouble?" And ask the customer P any unclear points. Further, when the customer P does not input the purpose of visiting the store (step # 204: No), the camera 13 may take a photograph of the customer P's face and estimate the customer's emotion from the image. When it is determined that the customer P is in trouble, the communication robot 10 immediately speaks "Are you in trouble?" Without waiting for the lapse of a predetermined time, and asks the customer P for an unknown store. Alternatively, a simpler operation explanation may be given. After that, the input standby is continued (step # 203).

Next, with reference to FIG. 14, a customer status confirmation process for confirming the status of the customer in the store will be described. In this customer status confirmation process, the position information of the customer P in the store is updated, and whether or not the communication robot 10 is called by the customer P is confirmed. It is preferable that this process is always performed at predetermined time intervals (for example, 10 seconds).

First, the customer position tracking unit 92d of the controller 90 captures the entire view of the store using the in-store camera 70 and acquires it as image data (step # 301). Then, the movement of the customer P is detected by comparing with the image data taken in the previous customer status confirmation process. When the movement of the customer P is detected (step # 302: Yes), the "position" of the reception information data 93a is updated with new data for the customer P (step # 303). If the movement of the customer P is not detected (step # 302: No), the process proceeds to the next process (step # 304). By constantly repeating this customer status confirmation process, the position of the customer P in the store is grasped and recorded in the reception information data 93a, and when the customer P whose turn has arrived is called, communication is made to the vicinity of the customer P. The robot 10 can be moved to make a call from near the customer P.

Subsequently, a process for confirming whether or not the communication robot 10 is called by the customer P is performed (step # 304). The call detection unit 92c of the controller 90 acquires the image data in the store from the in-store camera 70, and acquires the voice data in the store from the microphone 11 of the communication robot 10. Then, it is confirmed from these captured data / voice data whether or not the communication robot 10 is called by the customer P by the above-mentioned method. When there is a call (step # 305: Yes), the call correspondence process described later is performed (step # 306). If there is no call (step # 305: No), the customer status confirmation process ends.

Next, with reference to FIG. 15, a customer call process for making a call to the customer P whose turn has arrived will be described.

It is assumed that the turn of customer P with the reception number 95 has arrived. The person in charge at the counter operates the teller operation terminal 60 to input that the customer P having the reception number 95 is called. Then, the control unit 92 of the controller 90 confirms the position of the customer P having the reception number 95 by referring to the “position” of the reception information data 93a (step # 401).

If the position data is recorded in the "position" column of the reception number 95 and the position of the customer P can be confirmed (step # 402: Yes), the communication robot 10 accepts the control unit 92 of the controller 90. It is determined whether or not it is possible to move to the vicinity of the customer P having the number 95 (step # 403). To determine whether or not the robot can move, for example, the movement route of the communication robot 10 is examined from the current position of the communication robot 10 and the position of the customer P, and obstacles are confirmed from the image data in the store by the in-store camera 70. , It is determined that the vehicle can move when there is no obstacle on the movement route (step # 404: Yes).

Then, the control unit 92 of the controller 90 instructs the movement control unit 18a of the communication robot 10 to move the communication robot 10 by itself to the position of the customer P having the reception number 95. Based on this instruction, the movement control unit 18a controls the wheels 16, and the communication robot 10 self-propells to the position of the customer P having the reception number 95 (step # 405).

Subsequently, the direction control unit 18b of the communication robot 10 controls the wheels 16 so that the communication robot 10 faces the customer P having the reception number 95, and changes the direction of the communication robot 10 (step # 406). .. Subsequently, the communication control unit 18c of the communication robot 10 emits a voice using the microphone 11 to call the customer P having the reception number 95. For example, the microphone 11 utters "Customer No. 95, please go to the window No. 3!" To call customer P (step # 407). At this time, "95" may be displayed on the call number display device 50 of the third window 67. Then, the customer call process is terminated.

If the position data is not recorded in the "position" column of the reception number 95 and the position of the customer P cannot be confirmed (step # 402: No), the self-propelled movement process to the vicinity of the customer P to be called , And the posture change process facing the customer P cannot be executed, so the above-mentioned voice call process (step # 407) is performed to end the customer call process.

If it is determined that it is impossible to move to the vicinity of customer P with reception number 95, such as when there is an obstacle on the movement route (step # 404: No), self-propelled movement processing (step # 405). ) Is not performed, and the above-mentioned posture change process (step # 406) and voice call process (step # 407) are performed to end the customer call process.

Next, with reference to FIG. 16, a guidance guidance process for providing guidance guidance to the customer P will be described. This guidance guidance process is performed when the customer P who is called when the turn arrives is guided to a window or the like, or when the customer P is guided to the electronic bookkeeping table 30 or the normal bookkeeping table 35 after the store visit reception process. Will be.

First, the moving destination determination unit 92a of the controller 90 mainly refers to the “purpose of visiting the store” of the reception information data 93a to determine the moving destination that is the destination of the customer P (step # 501). For example, if the purpose of visiting the store is to make a transaction at a counter such as "tax" or "deposit" and the staff at the counter is calling, the purpose of moving is to move to the called counter (for example, counter 67). Determined as the ground. For example, when the customer P replies that the electronic book stand 30 will be used in the electronic book stand recommendation process described later, the electronic book stand 30 is determined as the moving destination. For example, when the customer P instructs the communication robot 10 to guide the communication robot 10, the ATM 40 is determined as the moving destination. Then, the movement destination determined by the movement destination determination unit 92a is transmitted to the movement control unit 18a of the communication robot 10.

Subsequently, the control unit 92 of the controller 90 determines whether or not the communication robot 10 can move to the determined movement destination (step # 502). To determine whether or not the robot can move, for example, the movement route of the communication robot 10 is examined from the current position of the communication robot 10 and the movement destination, and obstacles are confirmed from the image data in the store by the in-store camera 70. When there is no obstacle on the movement path, it is determined that the movement is possible (step # 503: Yes).

Then, the control unit 92 of the controller 90 instructs the movement control unit 18a of the communication robot 10 to self-propell the communication robot 10 to the movement destination. Then, the movement control unit 18a controls the wheels 16, and the communication robot 10 self-propells to the position of the customer P having the reception number 95 (step # 504).
Prior to the self-propelled movement, the communication control unit 18c may control the speaker 14 and notify the customer P that the communication robot 10 self-propelled to the moving destination and guides the customer P. For example, you may start the self-propelled movement after saying "Customer No. 95, we will guide you to the window No. 3. Please go here."

When the communication robot 10 reaches the moving destination, the communication control unit 18c controls the speaker 14 and declares to the customer P that the communication robot 10 has reached the moving destination (step # 505). For example, say, "This is the third window." At this time, it is more preferable that the communication control unit 18c controls the hand 15 to point to the third window 67, which is the destination of movement. Then, the guidance guidance process is completed.

If it is determined that it is impossible to move to the destination, such as when there is an obstacle on the movement route (step # 503: No), the self-propelled movement process (step # 504) is not performed and the posture Change processing (step # 506) and voice guidance processing (step # 507) are performed.
In the posture change process (step # 506), the communication control unit 18c controls the hand 15 so that the hand 15 points to the third window 67, which is the movement destination. At this time, it is more preferable that the direction control unit 18b controls the direction in which the communication robot 10 faces so that the communication robot 10 faces the third window 67, which is the destination of movement.

That is, in the posture change processing (step # 506) in the guidance guidance processing, the communication robot 10 performs guidance guidance to the moving destination by performing gestures and gestures that change its own posture. The above-mentioned posture change process (step # 506) is not limited to the case where it is determined that the movement to the destination cannot be performed, but also when the store is crowded or when another customer P is immediately called. This may be performed when it is necessary or when the need for guidance guidance by self-propelled movement is low because the customer P is young.

In the voice guidance process (step # 507), the communication control unit 18c controls the speaker 14 to convey to the customer P that the communication robot 10 is performing guidance guidance to the moving destination by the posture change process. For example, say to customer P, "Customer No. 95, please come to the counter No. 3. The counter No. 3 will be over there." Then, the guidance guidance process is completed.

At this time, in addition, the customer P may inquire whether or not the customer P has recognized the destination of the move by saying "Do you know the location of the third window?". By communicating with the customer P in this way, it is possible to eliminate the anxiety of the customer and provide a better service.

Next, with reference to FIG. 17, an electronic book stand recommendation process for recommending the use of the electronic book stand 30 to the customer P will be described. For example, when the purpose of visiting the store entered by the customer P into the communication robot 10 is to create a slip such as deposit, withdrawal, transfer, and payment of tax and public money, the following processing is performed.

First, the communication control unit 18c of the communication robot 10 describes the electronic bookkeeping table using the speaker 14 and the display input unit 12 (step # 601). For example, the speaker 14 said, "You need to fill out a slip. Why don't you use the electronic bookkeeping table? You can create a slip immediately with a simple operation with a touch pen." The explanation video of the electronic book stand is displayed on.

Subsequently, the communication control unit 18c inquires the customer P whether or not to use the electronic bookkeeping table 30 (step # 602). For example, the speaker 14 utters "Do you want to use the electronic bookkeeping table?", Displays "Yes" and "No" buttons on the display input unit 12, and waits for a voice or input response from the customer P.

When the customer P replies that the electronic bookkeeping table 30 is used (step # 603: Yes), the communication control unit 18c of the communication robot 10 informs the movement destination determination unit 92a of the controller 90 to that effect. Notify. Then, the movement destination determination unit 92a sets the movement destination on the electronic bookkeeping table 30, and notifies the movement control unit 18a of the communication robot 10 to that effect (step # 604). Then, the guidance guidance process described above is performed toward the electronic book stand 30 which is the destination of movement (step # 605), and the electronic book stand recommendation process is completed.

When the customer P replies that the electronic bookkeeping table 30 is not used (step # 603: No), the communication control unit 18c of the communication robot 10 informs the movement destination determination unit 92a of the controller 90 to that effect. Notify. Then, the movement destination determination unit 92a sets the movement destination on the normal bookkeeping table 35, and notifies the movement control unit 18a of the communication robot 10 to that effect (step # 606). Then, the guidance guidance process described above is performed toward the normal bookkeeping table 35, which is the destination of movement (step # 605), and the electronic bookkeeping table recommendation process is completed.

Next, with reference to FIG. 18, a call handling process performed when the customer P calls the communication robot 10 will be described. For example, the customer P may want to know the waiting time or may remember another purpose of visiting the store and call the communication robot 10 by raising his hand or speaking. When the call of the communication robot 10 from the customer P is detected in the customer status confirmation process described above, the following process is performed.

The call detection unit 92c of the controller 90 confirms the position of the customer P who called the communication robot 10 (step # 701). For example, when the call is detected from the image captured by the in-store camera 70, the position of the customer P is confirmed from the image.

When the position of the customer P who called the communication robot 10 can be confirmed (step # 702: Yes), the following processing is performed toward the customer P. First, the direction control unit 18b of the communication robot 10 changes the posture of the communication robot 10 so that the communication robot 10 faces the customer P (step # 704). This process is the same as the attitude change process (step # 406) of the customer call process described above. Subsequently, the communication control unit 18c uses the speaker 14 to make a voice response to the customer P to the effect that the call is to be made (step # 706).
For example, say, "Customers, please wait for a while as we will come to you." Then, the movement control unit 18a acquires the position of the customer P from the call detection unit 92c, moves the communication robot 10 by itself to the vicinity of the customer P (step # 706), and ends the call response process.

When the call detection unit 92c cannot confirm the position of the customer P who called the communication robot 10, for example, when only the voice call is detected (step # 702: No), the position of the customer P is confirmed. Inquire about the position of the customer P (step # 703). For example, the communication control unit 18c of the communication robot 10 controls the speaker 14 and says, "Who is the customer who called me? It would be helpful if you could raise your hand." Then, the confirmation process of the position of the customer P (step # 701) is performed again.

Next, with reference to FIG. 19, the estimated waiting time response processing performed when the customer P inquires of the communication robot 10 about his / her waiting time will be described.

First, the communication control unit 18c of the communication robot 10 explains to the customer P the operation when inquiring about the estimated waiting time (step # 801). For example, using the speaker 14, say "Please show me the number tag T. Or enter the reception number on the touch panel or talk to me." And display the same sentence on the display input unit 12. do.

Then, for a predetermined time, the customer P waits for the input of the reception number (step # 802). During this time, the microphone 11, the display input unit 12, and the camera 13 are kept in a state where the input from the customer P can be accepted.

When the reception number is input from the customer P (step # 803: Yes), the customer information acquisition unit 18d acquires the reception number. For example, the microphone 11 records the customer P's utterance "It is number 95" and acquires the reception number "95" by the language recognition process. For example, the input of "95" to the display input unit 12 by the customer P is detected, and the reception number "95" is acquired. For example, the customer P shows the number tag T in front of the camera 13, the camera 13 takes an image of the number tag T, and acquires the reception number "95" by image recognition processing. If customer P's utterance is unclear and the purpose of visiting the store cannot be obtained, the speaker 14 speaks to customer P, "Sorry, please tell me again." And waits for input (step). You may return to # 802).

Subsequently, a process of confirming with the customer P whether or not the reception number input from the customer P and acquired by the customer information acquisition unit 18d is correct is performed (step # 806). For example, the communication control unit 18c utters "Is the reception number correct with this number?" On the speaker 14, and displays "95" on the display input unit 12. Then, when the input from the customer P indicating that the number is correct is received from the microphone 11 or the display input unit 12, the process proceeds to the next process (step # 807). When the input from the customer P indicating that the number is incorrect is accepted, the input of the correct number is waited for.

The waiting time estimation unit 92b of the controller 90 acquires the reception number (“95”) from the customer information acquisition unit 18d, refers to the reception information data 93a, calculates the estimated waiting time from the number of people waiting at the counter, and communicates. Notify the communication control unit 18c of the robot 10. The communication control unit 18c displays the estimated waiting time on the display input unit 12, transmits the estimated waiting time to the customer P (step # 807), and ends the estimated waiting time response process. At this time, the speaker 14 may say, for example, "I'm sorry to have kept you waiting. Please wait a little longer." Further, the estimated waiting time may be transmitted by voice from the speaker 14.

If the reception number is not input from the customer P (step # 803: No), and if the predetermined time (for example, 30 seconds) has not elapsed (step # 804: No), the input standby is continued (step # 802). .. When a predetermined time (for example, 30 seconds) has elapsed (step # 804: Yes), the operation of inputting the reception number will be described again (step # 805). Here, the communication robot 10 may say "Are you in trouble?" And ask the customer P any unclear points. Further, when the customer P does not input the reception number (step # 803: No), the camera 13 may take a photograph of the customer P's face and estimate the customer's emotion from the image. When it is determined that the customer P is in trouble, the communication robot 10 immediately speaks "Are you in trouble?" Without waiting for the lapse of a predetermined time, and asks the customer P for an unknown store. Alternatively, a simpler operation explanation may be given. After that, the input standby is continued (step # 802).

Next, with reference to FIG. 20, a store exit customer shooting process for photographing the customer leaving the store P will be described.

When the customer P leaves the store through the entrance / exit H of the store, the exit camera 80 takes a photo of the customer P's face (step # 901). The exit of the customer P can be detected, for example, by opening the automatic door of the doorway H.

The captured image data is sent to the customer information storage unit 93 of the controller 90 and recorded in the "customer image" of the store exit customer data 93d (step # 902). At this time, the shooting time of the image data is recorded in the "closed time" of the closed customer data 93d.

Subsequently, the store exit customer determination unit 92g of the controller 90 compares the “customer image” of the store exit customer data 93d with the “customer image” of the reception information data 93a. If the two match, the “closed time” of the closed customer data 93d is recorded in the “closed time” of the reception information data 93a (step # 903). In this way, whether or not the receiving customer P has left the store is reflected in the reception information data 93a.

<Other Embodiments>
Hereinafter, other embodiments of the store reception system according to the present invention will be described in detail with reference to the accompanying drawings. The store reception system according to this embodiment is configured with the intention of realizing a store that is easy for the visually impaired to use. By the way, the store reception system of the present embodiment is also useful for customers who are not visually impaired. In the following description of other embodiments, the same reference numerals may be given to the same configurations as those of the above-described embodiments, and the description may be omitted.

First, when a visually impaired person visits a store, communication and reception by a communication robot and a store visit reception machine will be described with reference to FIGS. 21 to 22. In this embodiment, a case where the store reception system is applied to a store of a financial institution such as a bank will be described as an example.

As shown in FIG. 21, a visually impaired customer P who visits a store such as a bank is greeted by a communication robot 10 installed in the lobby. At this time, the communication robot 10 photographs the customer P holding the white cane R with the camera 13, and determines that the customer P who came to the store is a visually impaired person from the photographed image. Then, in the following communication with the customer P, the store reception system of the present embodiment is configured so that the customer P can be dealt with in consideration of the fact that the customer P is a visually impaired person.

The communication robot 10 informs the customer P that he / she is a communication robot, and then asks the purpose of visiting the store. When the customer P speaks the purpose of visiting the store to the communication robot 10 by voice, the communication robot 10 recognizes the purpose of visiting the store of the customer P from the voice input to the microphone 11 and transmits the purpose to the controller 90. Further, the communication robot 10 takes a face photograph (customer image) of the customer P with the camera 13 (reception photography means F), issues a reception number (for example, 102), and transmits the data to the controller 90. Then, the communication robot 10 urges the customer P to wait in the store.

FIG. 22 shows an example in which a visually impaired customer P who visits a store such as a bank receives a reception at the counter reception machine 110. At this time, the window reception machine 110 photographs the customer P with the white cane R and the guide dog S with the camera 113, and determines that the customer P who came to the store is a visually impaired person from the photographed image. Then, in the following communication with the customer P, the store reception system of the present embodiment is configured so that the customer P can be dealt with in consideration of the fact that the customer P is a visually impaired person.

The window reception machine 110 informs the customer P that the window reception machine is in front of the customer P, and then urges the customer P to speak the purpose of visiting the store. When the customer P speaks the purpose of visiting the store to the counter reception machine 110, the counter reception machine 110 recognizes the purpose of visiting the store of the customer P from the voice input to the microphone 111 and transmits it to the controller 90. Further, the window reception machine 110 takes a face photograph (customer image) of the customer P with the camera 113 (reception photography means F), issues a reception number (for example, 102), and transmits the data to the controller 90. .. Then, the window reception machine 110 urges the customer P to wait in the store.

When the customer P is visually impaired in this way, the number tag T is not printed by the printer 20, and the reception number is not transmitted to the customer P. Then, when the turn comes, the call of the customer P is made based on the face photograph of the customer P taken by the reception photography means F.

As described above, the store reception system 100 of the present embodiment has a window reception machine 110 in addition to the configuration of the store reception system 100 according to the above-described embodiment. In the present embodiment, both the communication robot 10 and the counter reception machine 110 function as reception means A for acquiring the purpose of visiting the store from the customer P who has visited the store. Then, both the camera 13 of the communication robot 10 and the camera 113 of the window reception machine 110 function as the reception photography means F.

As shown in FIG. 22, the window reception machine 110 is a stationary device, and is a microphone 111 (call detection means D), a display input unit 112 (contact input reception means B), and a camera 113 (reception photography means). F) and a speaker 114. The window reception machine 110 is arranged near the entrance of the store and accepts the visit of the customer P.

The microphone 111 is provided in front of the counter reception machine 110, and acquires external sounds as voice data. The display input unit 112 is provided above the window reception machine 110, displays images, characters, tables, etc., and receives information input from the customer P by contact with fingers. The camera 113 is provided above the display input unit 112, and takes a face photograph or an entire photograph of the customer P and acquires it as image data. The speaker 114 is provided below the display input unit 112, and emits a sound (voice, guidance sound, etc.). The window reception machine 110 communicates with the customer P using these configurations, and transmits the acquired customer information to the controller 90.

Next, the internal configuration of the window reception machine 110 will be described with reference to the block diagram of FIG. The window reception machine 110 includes a communication unit 117 and a control unit 118 in addition to the microphone 111, the display input unit 112, the camera 113, and the speaker 114 described above. The communication unit 117 is an interface unit for performing data communication with the controller 90 via a wireless LAN.

The control unit 118 is a control unit that controls the entire counter reception machine 110, and has a communication control unit 118c, a customer information acquisition unit 118d, a store visit purpose acquisition unit 118e, and a reception number issuing unit 118f. Actually, the programs corresponding to these functional parts are stored in a ROM or non-volatile memory (not shown), and these programs are loaded into the CPU (Central Processing Unit) and executed, so that the corresponding processes can be executed. Will be executed. The functions and operations of the communication control unit 118c, the customer information acquisition unit 118d, the store visit purpose acquisition unit 118e, and the reception number issuing unit 118f of the counter reception machine 110 are the communication control unit 18c, the customer information acquisition unit 18d, and the store visit of the communication robot 10. Since the functions and operations are the same as those of the purpose acquisition unit 18e and the reception number issuing unit 18f, the description thereof will be omitted.

Next, the internal configuration of the controller 90 will be described with reference to the block diagram of FIG. 24. The controller 90 of the present embodiment has a communication unit 91, a control unit 92, and a customer information storage unit 93, as in the above-described embodiment. A window reception machine 110 is connected to the communication unit 91, and the control unit 92 has a visually impaired person determination unit 92j.

The visually impaired person determination unit 92j determines whether or not the customer P who has visited the store is a visually impaired person based on the photograph of the customer P taken by the reception photography means F (camera 13 or camera 113). For example, the visually impaired person determination unit 92j performs image recognition on the photograph of the customer P, and when the customer P is recognized as having the white cane R, or when the customer P is recognized as having a guide dog S. In this case, it is determined that the customer P who visits the store is a visually impaired person. Then, the fact that the customer P is a visually impaired person is recorded in the "customer type" of the reception information data 93a.

As shown in FIG. 25, the reception information data 93a of the present embodiment has the same as the above-described embodiment, that is, the “customer image”, the “reception number”, the “purpose of visiting the store”, the “issue time”, and the “position”. , "Call", "Customer type", "Closed time", and "Revisit time". The "customer type" is data indicating the type of the customer P. According to the VIP customer determination unit 92e, the customer determination unit 92f requiring attention, and the visually impaired person determination unit 92j described above, the customer P who has visited the store is a VIP customer, a customer requiring attention, or a visually impaired person. Whether or not it is determined, and the result is recorded in the reception information data 93a. In the reception information data 93a, as shown in FIG. 25, the reception number of the customer P and the face photograph (customer image) are stored in association with each other.

Next, among the various processes performed by the store reception system 100 according to the present embodiment, the processes specific to the present embodiment will be described with reference to the flowcharts of FIGS. 26 to 28.

First, with reference to FIG. 26, it is determined whether or not the customer P who visited the store is a VIP customer, whether or not the customer needs attention, whether or not the customer returns to the store, and whether or not the customer is visually impaired. The customer determination process of the present embodiment will be described.

When the customer P comes to the store from the entrance / exit H of the store, the customer information acquisition unit 18d of the communication robot 10 takes a face photograph and a full-body photograph of the customer P using the camera 13. Alternatively, the customer information acquisition unit 118d of the counter reception machine 110 takes a face photograph and a full-body photograph of the customer P using the camera 113 (step # 1001). The image data of the photograph taken is transmitted to the controller 90.

The subsequent processes from the face photo comparison process (step # 1002) to the attention-requiring customer response process (step # 1008) are from the face photo comparison process (step # 102) of the above-described embodiment to the attention-requiring customer response process (step # 100). The process up to 108) is performed in the same manner.

When it is determined that the customer P who has visited the store is not a customer requiring attention (step # 1007: No), the process proceeds to the next step, and the visually impaired person determination unit 92j receives the reception photography means F (camera 13 or camera 113). Based on the photograph of the customer P taken, it is determined whether or not the customer P who has visited the store is visually impaired (step # 1009). When it is determined that the customer P who has visited the store is visually impaired (step # 1009: Yes), the fact that the customer is visually impaired is recorded in the "customer type" of the reception information data 93a, and the visually impaired person reception process described later is performed. I do. When it is determined that the customer P who has visited the store is not visually impaired (step # 1009: No), the customer determination process is terminated.

Next, with reference to FIG. 27, a visually impaired person reception process for receiving the visually impaired customer P will be described. In the visually impaired person reception process, unlike the store visit reception process according to the above-described embodiment, the number tag T is not printed and the reception number is not transmitted to the customer P. The reception of the visually impaired customer P can be performed by either the communication robot 10 which is the reception means A or the window reception machine 110, but the following description describes an example in which the communication robot 10 accepts.

First, the communication robot 10 approaches the customer P who has visited the store and gives a greeting of the visit (step # 1101). At this time, the visually impaired customer P may not be able to see what is being spoken to him. Therefore, it is preferable to inform the customer P that the communication robot 10 (or the window reception machine 110) is talking. For example, the speaker 14 speaks to customer P, "Welcome. I am a communication robot. Thank you for visiting us."

Subsequently, the operation of the store visit reception is explained to the customer P who visited the store by the communication robot 10 (step # 1102). For example, the speaker 14 speaks to customer P, "I'm asking you for your business. Please tell us your desired transaction."

Then, for a predetermined time, the customer P waits for the voice input for the purpose of visiting the store (step # 1103). During this time, the microphone 11 is kept in a state where it can accept the input from the customer P.

Upon receiving the input of the store visit purpose from the customer P (step # 1104: Yes), the store visit purpose acquisition unit 18e acquires the store visit purpose. For example, the microphone 11 records the customer P's utterance "Please transfer", and obtains the purpose of visiting the store "transfer" by language recognition processing. If customer P's utterance is unclear and the purpose of visiting the store cannot be obtained, the speaker 14 speaks to customer P, "Sorry, please tell me again." And goes to the input standby process (step # 1103). You may go back.

Subsequently, the customer information acquisition unit 18d of the communication robot 10 takes a face photograph of the customer P using the camera 13 (reception photography means F) and acquires the customer image data (step # 1107).

Subsequently, the reception number issuing unit 18f of the communication robot 10 issues the reception number of the customer P who has visited the store (step # 1108). Specifically, the reception number issuing unit 18f refers to the reception information data 93a stored in the customer information storage unit 93 of the controller 90, and obtains the reception number according to the customer P's store visit purpose acquired by the store visit purpose acquisition unit 18e. Issue.

Then, the purpose of the customer P's visit, the image data of the customer P's face photograph, and the reception number of the customer P are sent from the communication robot 10 to the controller 90 and stored in the reception information data 93a of the customer information storage unit 93. (Step # 1109). Then, the reception process for the visually impaired is completed. At this time, the communication robot 10 may make a utterance prompting the customer P to wait, such as "The reception has been completed. We will call you when it is your turn. Please wait for a while in the store."

If there is no input for the purpose of visiting the store from the customer P (step # 1104: No), if a predetermined time (for example, 30 seconds) has not elapsed (step # 1105: No), the input standby is continued (step # 1103). ). When a predetermined time (for example, 30 seconds) has elapsed (step # 1105: Yes), the operation of the store visit reception is described again (step # 1106). Here, the communication robot 10 may say "Are you in trouble?" And ask the customer P any unclear points. Further, when there is no input for the purpose of visiting the store from the customer P (step # 1104: No), the camera 13 may take a photograph of the customer P's face and estimate the customer's emotion from the image. When it is determined that the customer P is in trouble, the communication robot 10 immediately speaks "Are you in trouble?" Without waiting for the lapse of a predetermined time, and asks the customer P for an unknown store. Alternatively, a simpler operation explanation may be given. After that, the input standby is continued (step # 1103).

Next, with reference to FIG. 28, a customer call / guidance process for making a call to the customer P whose turn has arrived will be described. In the store reception system 100 of the present embodiment, when calling a customer, if the customer to be called is a customer determined to be visually impaired by the visually impaired person determination unit 92j, the following customer call / guidance process is performed. , And the communication robot 10 moves to the vicinity of the customer to be called. Then, the customer's face photo is used to confirm that the customer is the call target, and the customer is guided to the destination.

When the customer to be called is a customer determined not to be visually impaired by the visually impaired person determination unit 92j, the customer calling process (FIG. 15) and the guidance guidance process (FIG. 16) of the above-described embodiment are performed. Or the customer call / guidance process of the present embodiment may be performed. Further, when calling a customer who has not transmitted the reception number regardless of whether or not he / she is visually impaired, it is preferable to perform the customer calling / guidance processing of the present embodiment.

It is assumed that the turn of customer P with reception number 102 has arrived. A staff member at the counter operates the teller operation terminal 60 to input that the customer P having the reception number 102 is called. Then, the control unit 92 of the controller 90 confirms the position of the customer P of the reception number 102 by referring to the “position” of the reception information data 93a (step # 1201).

The control unit 92 of the controller 90 instructs the movement control unit 18a of the communication robot 10 to move the communication robot 10 by itself to the position of the customer P having the reception number 102. Based on this instruction, the movement control unit 18a controls the wheels 16, and the communication robot 10 self-propells to the position of the customer P having the reception number 102 (step # 1202).

After the communication robot 10 moves to the position of the customer P having the reception number 102, the customer information acquisition unit 18d of the communication robot 10 takes a face photograph of the customer P using the camera 13 (step # 1203). The image data of the photographed face photograph is transmitted to the controller 90.

The control unit 92 of the controller 90 refers to the reception information data 93a, compares the customer image of the reception number 102 with the face photograph transmitted from the communication robot 10, and the customer P in front of the communication robot 10 makes a comparison. It is confirmed whether or not the customer is the customer to be called, that is, the customer with the reception number 102 (step # 1204).

When it is determined that the customer P in front of the communication robot 10 is the customer to be called (step # 1204: Yes), the process proceeds to the next step, and the communication control unit 18c of the communication robot 10 uses the microphone 11 to make a voice. Is issued to call the customer P with the reception number 102. For example, Mike 11 says, "Customer, I'm sorry to have kept you waiting. We will guide you through the transfer procedure." And call customer P (step # 1205). It is preferable not to include the reception number in the content of the utterance at the time of this call. At this time, "102" may be displayed on the call number display device 50 of the third window 67.

Subsequently, a process of guiding the customer P to be called to the three window 67 is performed. First, the moving destination determination unit 92a of the controller 90 mainly refers to the “purpose of visiting the store” of the reception information data 93a to determine the moving destination that is the destination of the customer P. For example, for the customer with the reception number 102, the contact point of the call destination (for example, the third window 67) is determined as the moving destination. Then, the movement destination determined by the movement destination determination unit 92a is transmitted to the movement control unit 18a of the communication robot 10.

The control unit 92 of the controller 90 instructs the movement control unit 18a of the communication robot 10 to move the communication robot 10 by itself to the movement destination. Then, the movement control unit 18a controls the wheels 16, and the communication robot 10 self-propells to the movement destination, that is, the callee's window (for example, the third window 67) (step # 1206).

Prior to the self-propelled movement, the communication control unit 18c may control the speaker 14 and notify the customer P that the communication robot 10 self-propelled to the moving destination and guides the customer P. For example, you may start self-propelled movement after saying, "Then, I will guide you to the third window. Please follow me."

When the communication robot 10 reaches the moving destination, the communication control unit 18c controls the speaker 14 and declares to the customer P that the communication robot 10 has reached the moving destination (step # 1207). For example, say, "We have arrived at the 3rd window. Please tell the person in charge of the window about your requirements." At this time, it is more preferable that the communication control unit 18c controls the hand 15 to point to the third window 67, which is the destination of movement. Then, the customer call / guidance process is completed.

When it is determined that the customer P in front of the communication robot 10 is not the customer to be called (step # 1204: No), the customer call / guidance process is terminated. In this case, in order to call the customer with the reception number 102, the in-store camera 70 is used to search for the customer with the reception number 102, or the staff member searches for the customer with the reception number 102 based on the customer image of the reception information data 93a. You may look for it.

<Another Embodiment>
(1) In the above-described embodiment, one communication robot 10 is linked to the store reception system 100. A plurality of communication robots 10 may be operated in cooperation with the store reception system 100. In that case, after the communication robot 10 moves to the vicinity of the customer P whose turn has arrived and makes a call, another communication robot 10 may provide guidance to the moving destination. Then, there is an advantage that the moving distance of the communication robot 10 can be suppressed and the guidance of the customer P can be promptly performed.

(2) In the above-described embodiment, the printer 20 prints a number tag T for displaying the reception number, but the reception number is displayed in numbers as well as in a coded form such as a bar code or a two-dimensional code. It can also be displayed and issued. Further, instead of the number tag T, it can be provided as electronic data or as image information. In this case, the control unit 92 of the controller 90 and the control unit 18 of the communication robot 10 can provide the customer P with the display of the reception number by e-mail or the like. That is, as the number display providing means C for providing the number tag for displaying the reception number or the image information to the customer, a form such as a control unit 92 of the printer 20 or the controller 90, a control unit 18 of the communication robot 10 or the like is possible. ..

(3) In the above-described embodiment, the display input unit 12 has been described as an example of the contact input receiving means B for receiving the information input by the contact using the fingers from the customer P, but the contact is made by a mechanical keyboard, a numeric keypad, or the like. It is also possible to configure the input receiving means B.

(4) In the above-described embodiment, the in-store camera 70 and the microphone 11 of the communication robot 10 have been described as examples as the call detection means D for detecting the call of the communication robot 10 from the customer P. As the call detection means D, the camera 13 of the communication robot 10 may be used, or a microphone may be provided in the store.

(5) In the above-described embodiment, the exit camera 80 has been described as an example of the exit camera 80 as the exit customer photographing means E for photographing the face photograph of the customer leaving the store. The camera 13 of the communication robot 10 may be used as the exit customer photographing means E.

(6) In the above-described embodiment, the case where the store reception system 100 is used for a bank store has been described, but the application target of the store reception system 100 is not limited to this, and can be applied to mobile phone shops, insurance stores, and the like. Is.

Further, each configuration shown in the above-described embodiment is a schematic function, and does not necessarily have to be physically illustrated. That is, the form of distribution / integration of each device is not limited to the one shown in the figure, and all or part of the device is functionally or physically distributed / integrated in an arbitrary unit according to various loads and usage conditions. Can be configured.

As described above, the store reception system according to the present invention enhances hospitality for customers while suppressing an increase in labor costs, and provides appropriate reception, guidance guidance, and other services to customers who are unfamiliar with store and device operations. It can be performed.

10: Communication robot 11: Microphone 12: Display input unit 13: Camera 14: Speaker 15: Hand 16: Wheel 17: Communication unit 18: Control unit 18a: Movement control unit 18b: Direction control unit 18c: Communication control unit 18d: Customer Information acquisition unit 18e: Purpose of visit acquisition unit 18f: Reception number issuing unit 20: Printer 30: Electronic bookkeeping table 35: Normal bookkeeping table 40, 41: ATM
50: Call number display device 60: Teller operation terminal 65: 1st window 66: 2nd window 67: 3rd window 70: In-store camera 80: Exit camera 90: Controller 91: Communication unit 92: Control unit 92a: Destination Decision unit 92b: Waiting time estimation unit 92c: Call detection unit 92d: Customer position tracking unit 92e: VIP customer determination unit 92f: Attention customer determination unit 92g: Exit customer determination unit 92h: Return visit customer determination unit 92j: Visually impaired Person determination unit 93: Customer information storage unit 93a: Reception information data 93b: VIP customer data 93c: Customer data requiring attention 93d: Store exit customer data 100: Store reception system 110: Counter reception machine 111: Mike 112: Display input unit 113 : Camera 114: Speaker 117: Communication unit 118: Control unit 118c: Communication control unit 118d: Customer information acquisition unit 118e: Customer information acquisition unit 118e: Store visit purpose acquisition unit 118f: Reception number issuing unit A: Reception means B: Contact input reception means C: Number display Providing means D: Call detection means E: Exit customer photography means F: Receptionist photography means H: Doorway P: Customer Q: Staff R: White cane S: Blind dog T: Number tag

Claims (20)

A store reception system having a reception means, a self-propelled communication robot, and a customer information storage unit. The reception means acquires a store visit purpose from a customer who visits a store, and the communication robot communicates with a customer. Communication is performed to acquire customer information, the customer information storage unit stores the customer's visit purpose acquired by the reception means and the customer information acquired by the communication robot, and the communication robot stores the customer information. Guidance and guidance of customers based on the customer's store visit purpose or customer information stored in the storage unit,
A store reception system in which the communication robot guides a customer to an electronic bookkeeping table when the purpose of visiting the store is to fill out a slip. A store reception system having a reception means, a self-propelled communication robot, and a customer information storage unit. The reception means acquires a store visit purpose from a customer who visits a store, and the communication robot communicates with a customer. Communication is performed to acquire customer information, the customer information storage unit stores the customer's visit purpose acquired by the reception means and the customer information acquired by the communication robot, and the communication robot stores the customer information. Guidance and guidance of customers based on the customer's store visit purpose or customer information stored in the storage unit,
When the purpose of visiting the store is to fill out a slip, the communication robot inquires the customer whether or not to use the electronic bookkeeping table, and the customer uses the electronic bookkeeping table. A store reception system in which the communication robot guides customers to an electronic bookkeeping table when they answer a communication robot. It is a store reception system having a reception means, a self-propelled communication robot, a customer information storage unit, and a customer determination unit requiring attention, and the reception means acquires the purpose of visiting a store from a customer who has visited the store. The communication robot communicates with the customer to acquire customer information, and the customer information storage unit stores the customer's visit purpose acquired by the reception means and the customer information acquired by the communication robot, and the customer information is described. The communication robot guides and guides the customer based on the customer's visit purpose or customer information stored in the customer information storage unit.
The communication robot has a camera that takes a photograph of the customer's face.
The attention-requiring customer determination unit compares the face photograph of the customer requiring attention stored in advance in the customer information storage unit with the customer's face photograph taken by the camera of the communication robot, and the customer responds. A store reception system that determines whether or not a customer needs attention. It is a store reception system having a reception means, a self-propelled communication robot, a customer information storage unit, a store leaving customer shooting means, and a return visit customer determination unit, and the reception means is a customer who has visited the store. The communication robot communicates with the customer to acquire the customer information, and the customer information storage unit obtains the customer's purpose of visiting the store acquired by the reception means and the customer acquired by the communication robot. The communication robot stores information and guides and guides the customer based on the customer's store visit purpose or customer information stored in the customer information storage unit.
The communication robot has a camera that takes a photograph of the customer's face.
The exiting customer photographing means takes a photograph of the face of the customer leaving the store and stores it in the customer information storage unit, and the returning customer determination unit captures the customer information storage unit stored in the customer information storage unit. A store reception system that compares a face photograph with a face photograph of a customer taken by the camera of the communication robot and determines whether or not the customer is a returning customer who has returned to the store after leaving the store. It is a store reception system having a reception means, a self-propelled communication robot, a customer information storage unit, a reception photography means, and a visually impaired person judgment unit, and the reception means is from a customer who visits the store. The purpose of visiting the store is acquired, the communication robot communicates with the customer to acquire customer information, and the customer information storage unit obtains the purpose of visiting the customer acquired by the reception means and the customer information acquired by the communication robot. The communication robot guides and guides the customer based on the customer's visit purpose or customer information stored in the customer information storage unit.
The reception photography means takes a picture of a customer who comes to the store and takes a picture of the customer.
The visually impaired person determination unit determines whether or not the customer who visits the store is a visually impaired person based on the photograph of the customer taken by the reception photography means.
When calling a customer, the communication robot is a store reception system that moves to the vicinity of the customer to be called if the customer to be called is a customer determined to be visually impaired by the visually impaired person determination unit. .. When the reception means obtains the purpose of visiting the store from the customer who visited the store, the reception means issues a reception number to the customer.
The communication robot has a microphone that accepts voice information input, and any of claims 1 to 5 that uses the microphone to transmit to the customer an estimated waiting time corresponding to the reception number acquired from the customer's voice. The store reception system described in item 1. When the reception means obtains the purpose of visiting the store from the customer who visited the store, the reception means issues a reception number to the customer.
The communication robot has a contact input receiving means for receiving information input by contact using fingers, and claims 1 to 5 for transmitting to a customer an estimated waiting time corresponding to the receiving number acquired through the contact input receiving means. The store reception system described in any one of the items. Has a numbered display provides hands-stage,
When the reception means obtains the purpose of visiting the store from the customer who visited the store, the reception means issues a reception number to the customer.
The number display providing means provides a number tag or image information for displaying the reception number to a customer, and provides the customer with the number tag or image information.
The communication robot has a camera that shoots a still image or a moving image, and uses the camera to obtain an estimated waiting time corresponding to the number tag presented by the customer or the reception number obtained by shooting the image information. The store reception system according to any one of claims 1 to 5, which is transmitted to the customer. The communication robot has a speaker that emits voice to transmit information to a customer, and the estimated waiting time is transmitted to the customer by voice using the speaker according to any one of claims 6 to 8. Store reception system. The store reception system according to any one of claims 1 to 9, wherein the reception means is provided in the communication robot, and the communication robot communicates with the customer to acquire the purpose of visiting the store from the customer. The communication robot has a moving destination determination unit that determines a moving destination that is a destination of the customer based on the purpose of visiting the store or the customer information, and the communication robot provides the customer with guidance to the moving destination. The store reception system according to any one of claims 1 to 10. The store reception system according to claim 11, wherein the communication robot guides a customer to a destination by performing a gesture or a gesture that changes his / her posture. The store reception system according to claim 11 or 12, wherein the communication robot moves to the moving destination to guide the customer to the moving destination. The store reception system according to any one of claims 1 to 13, wherein the communication robot has a speaker that emits voice to transmit information to the customer, and uses the speaker to call the customer by voice. .. The store reception system according to claim 14, wherein the communication robot changes its posture when making a call to a customer and faces the customer to be called. The customer information storage unit stores the current position of the customer to be called, the communication robot has a direction control unit that controls the direction in which the communication robot faces, and the direction control unit has the customer information. From the current position of the call target customer acquired from the storage unit and the current position of the communication robot, the customer direction, which is the direction in which the call target customer is located, is calculated, and the communication robot faces the customer direction. The store reception system according to claim 15, which controls the direction in which the communication robot faces. The store reception system according to claim 15 or 16, wherein the communication robot moves to the vicinity of the customer to be called when calling the customer. The communication robot has a call detecting means for detecting a call of the communication robot from a customer, and when the call detecting means detects a call of the communication robot from the customer, the communication robot of the customer who has called the communication robot. The store reception system according to any one of claims 1 to 17, which moves to a vicinity. Has a VIP customer judgment unit
The communication robot has a camera that takes a photograph of the customer's face.
The VIP customer determination unit compares the VIP customer's face photo stored in advance in the customer information storage unit with the customer's face photo taken by the camera of the communication robot, and the customer gives priority to the customer. The store reception system according to any one of claims 1 to 18, which determines whether or not the customer is a VIP customer. Has reception photography means,
The reception photography means takes a photograph of the face of a customer who has visited the store, and then takes a photograph of the face of the customer.
When the reception means obtains the purpose of visiting the store from the customer who visited the store, the reception means issues the reception number of the customer.
From claim 1, the customer information storage unit stores the customer's reception number in association with the face photo, and the customer is called based on the face photo stored in the customer information storage unit. The store reception system according to any one of 19.

Images