JP7118821B2 - Service guide program, service guide device, and service guide system - Google Patents

Description

The embodiments of the present invention relate to a reception guide program, a reception guide device, and a reception guide system.

2. Description of the Related Art Techniques for monitoring or evaluating the treatment of visitors by staff at hospital receptions and the like are known. For example, the customer service response evaluation device evaluates the response of a store clerk at the time of customer service by using the face image of the store clerk. In addition, the customer service response evaluation device further uses the customer's facial expression, the voice data of the store, and the like to evaluate the customer service response by the salesclerk.

JP 2011-87784 A WO2016/88369 JP 2017-102846 A

The problem to be solved by the present invention is to output reception guide information that prompts the person in charge of reception to make improvements.

A hospitality guide program according to an embodiment causes a computer to execute a process of acquiring first information about the behavior of a person in charge of hospitality and second information about the behavior of a subject who receives the hospitality. The hospitality guide program causes the computer to output guide information that prompts the person in charge to improve his or her behavior based on at least one of the first information and the second information.

FIG. 1 is a diagram showing an example of the configuration of a reception guide system according to the first embodiment. FIG. 2 is a diagram for explaining an implementation example of the reception guide system according to the first embodiment. FIG. 3 is a diagram showing an example of a reception guide screen displayed on the reception terminal according to the first embodiment. FIG. 4 is a diagram showing an example of functional blocks of the reception guide system according to the first embodiment. FIG. 5 is a diagram showing an example of person-in-charge behavior information according to the first embodiment. FIG. 6 is a diagram showing an example of target person behavior information according to the first embodiment. FIG. 7 is a diagram showing an example of guide information according to the first embodiment. FIG. 8 is a flowchart illustrating an example of registration processing according to the first embodiment. FIG. 9 is a flowchart illustrating an example of guide processing according to the first embodiment. FIG. 10 is a diagram showing another example of the reception guide screen displayed on the reception terminal according to the first embodiment. FIG. 11 is a diagram showing an example of a reception guide screen displayed on the doctor terminal according to the first embodiment. FIG. 12 is a diagram showing an example of functional blocks of a reception guide system according to the second embodiment. FIG. 13 is a diagram showing an example of target person behavior information according to the second embodiment. FIG. 14 is a flowchart illustrating an example of guide processing according to the second embodiment. FIG. 15 is a diagram showing an example of a reception guide screen displayed on the doctor terminal according to the second embodiment. FIG. 16 is a diagram showing an example of functional blocks of a reception guide system according to the third embodiment. FIG. 17 is a diagram showing an example of advice information according to the third embodiment. FIG. 18 is a diagram showing an example of a reception guide screen according to the third embodiment. FIG. 19 is a flowchart illustrating an example of guide processing according to the third embodiment. FIG. 20 is a diagram showing another example of the reception guide screen according to the third embodiment.

Embodiments of a reception guide program, a reception guide device, and a reception guide system will be described in detail below with reference to the drawings. Also, hereinafter, the “service guide” may be simply referred to as “guide”.

(First embodiment)
First, an overview of the reception guide system according to the first embodiment will be described. FIG. 1 is a diagram showing an example of the configuration of a reception guide system according to the first embodiment. As shown in FIG. 1, a reception guide system 1 according to the first embodiment is implemented, for example, in a hospital, and includes a guide server 2, a reception terminal 3, cameras 4 and 5, a doctor terminal 6, cameras 7 and 8. and The guide server 2, the reception terminal 3, the cameras 4 and 5, the doctor terminal 6, and the cameras 7 and 8 are interconnected via a network N such as an in-hospital LAN (Local Area Network) installed in the hospital, for example. Communication is possible. As will be described later, the reception terminal 3 and the doctor terminal 6 may have the same functions, for example, and may be realized by the same terminal having the functions of the reception terminal 3 and the doctor terminal 6. may be In the following, when the reception terminal 3 and the doctor terminal 6 are expressed without distinction, they may simply be described as "terminals, etc.".

Although one reception terminal 3 and one doctor terminal 6 are shown in FIG. 1, the number of each terminal is arbitrary. may be connected. In addition, it may be configured to include only one of the reception terminal 3 and the doctor terminal 6, and may include other terminals such as the terminal of the administrator of the reception guide system 1. good too. The reception terminal 3 may be a computer incorporating at least one of the cameras 4 and 5, and the doctor terminal 6 may be a computer incorporating at least one of the cameras 7 and 8. In addition, the guide server 2 is directly connected to each server device (not shown) included in other hospital systems such as a medical accounting system (not shown) and an electronic medical record system (not shown) through the network N, or Indirectly, they are communicatively connected to each other.

The guide server 2 shown in FIG. 1 uses the information acquired from the cameras 4 and 5 and the cameras 7 and 8 to specify guide information to be output to a terminal or the like. The guide server 2 transmits the specified guide information to the terminal or the like through the network N. FIG. The guide server 2 is operated by, for example, an administrator (not shown) of the reception guide system 1 .

The reception terminal 3 is installed, for example, at the reception of a hospital, and outputs guide information to reception personnel. The reception terminal is, for example, a desktop computer as shown in FIG. 1, but is not limited to this, and may be a portable computer such as a smart phone or a tablet. FIG. 2 is a diagram for explaining an implementation example of the reception guide system according to the first embodiment. As shown in FIG. 2, reception terminal 3 and cameras 4 and 5 are installed, for example, at reception 10 of a hospital. The reception terminal 3 outputs the guide information acquired from the guide server 2 through the network N on the screen. The reception terminal 3 is operated by a receptionist 30, for example.

Cameras 4, 5, 7 and 8 capture video and collect audio. The camera 4 captures, in real time, an image of an action that the subject is actually performing, for example, the facial expression of a receptionist 20 at the hospital, such as a patient or his/her family. In addition, the camera 4 collects in real time the voice of what the subject actually utters. Similarly, the camera 5 captures, in real time, a video of the action being performed by the person in charge, for example, the facial expression of the receptionist 30 at the hospital. In addition, the camera 5 collects in real time the voice related to what the person in charge actually utters. Note that the sound may be collected by a microphone or the like other than the camera. The video captured by the camera 5 and the audio collected are examples of the first information, and the video captured by the camera 4 and the audio collected are examples of the second information. Further, hereinafter, the reception target person 20 may be simply referred to as "subject", and the receptionist 30 may simply be referred to as "person in charge".

A doctor terminal 6 is installed, for example, in an examination room (not shown) of a hospital, and outputs guide information to a doctor (not shown). The doctor terminal 6 is operated by a doctor, for example. The camera 7 captures in real time the facial expression of a person (not shown) being examined by a doctor, such as a patient or his/her family, and also collects the utterances of the person being examined in real time. Similarly, the camera 5 captures the doctor's facial expressions in real time and collects the doctor's utterances in real time. In the first embodiment, a person receiving medical examination is an example of a person to be treated, and a doctor is an example of a person in charge of the treatment.

A configuration example of guide information displayed on a terminal or the like will be described with reference to FIG. FIG. 3 is a diagram showing an example of a reception guide screen displayed on the reception terminal according to the first embodiment. As shown in FIG. 3, the reception guide screen 300 according to the first embodiment is displayed, for example, on the reception terminal 3, and includes a patient information column 301, a work information column 311, a guide information column 321, and a mode switching screen. button 322;

In FIG. 3, a patient information column 301 displays information about the receptionist 20 whom the receptionist 30 is currently treating. As shown in FIG. 3, the patient information column 301 displays the patient's ID (Identifer), the patient's name, the type of first visit or repeat visit, and the like. In the patient information column 301, "patient ID" indicates information that uniquely identifies a patient. In addition, in FIG. 3, the work information column 311 contains various information such as information related to reception work, reservation work, or accounting work, basic patient information, information related to electronic medical records, etc. acquired from, for example, a medical accounting system or an electronic medical record system. to display information about The business information column 311 may display various types of information at the same time, or may switch and display each type of information.

The guide information column 321 displays, for example, guide information that prompts the receptionist 30 who is serving the customer to improve his/her hospitality. The guide information column 321 is blank in the initial state, for example. The mode switching button 322 receives an input for switching the reception mode from the receptionist 30 . In the first embodiment, the service mode is a pattern of the situation, etc., when the person in charge treats the target person. As shown in FIG. 3, when the mode switching button 322 is selected, a mode switching menu 323 including service modes to be selected is displayed. In the following description, the "service mode" may be simply referred to as "mode".

In the first embodiment, the mode switching menu 323 includes, for example, four reception modes of "normal", "complaint", "sad", and "VIP". Among the service modes, the "normal" mode is a service mode in which the target person is in a normal state. The "normal" mode is selected, for example, as an initial state at the start of the service, and the "complaint" mode is selected when the subject complains of dissatisfaction. The "sad" mode is selected when the subject is sad and an unusual treatment is required. The "VIP" mode is selected, for example, when dealing with a specific subject requiring special consideration. The modes described above are only examples, and instead of the reception scene, the modes are subdivided according to the attributes of the patient, such as "male" and "female", "elderly" and "children", etc. may

Next, the function of each device in the reception guide system 1 will be described. FIG. 4 is a diagram showing an example of functional blocks of the reception guide system according to the first embodiment. As shown in FIG. 4 , the guide server 2 has a communication I/F (Interface) 21 , an input I/F 22 , a display 23 , a storage circuit 24 and a processing circuit 25 .

The communication I/F 21 is connected to the processing circuit 25 and controls transmission and communication of various data with the guide server 2 connected via the network N. For example, the communication I/F 21 is implemented by a network card, network adapter, NIC (Network Interface Controller), or the like.

The input I/F 22 is connected to the processing circuit 25 , converts an input operation received from an administrator into an electrical signal, and outputs the electrical signal to the processing circuit 25 . For example, the input I/F 22 is a switch button, mouse, keyboard, touch panel, or the like.

The display 23 is connected to the processing circuit 25 and displays various information and various image data output from the processing circuit 25 . For example, the display 23 is realized by a liquid crystal monitor, a CRT (Cathode Ray Tube) monitor, a touch panel, or the like.

The storage circuit 24 is connected to the processing circuit 25 and stores various data. For example, the storage circuit 24 is implemented by a semiconductor memory device such as a RAM (Random Access Memory) or flash memory, a hard disk, an optical disk, or the like. In this embodiment, the storage circuit 24 stores, for example, person-in-charge behavior information 241, subject person behavior information 242, and guide information 243, as shown in FIG.

The behavior information 241 of the person in charge is information used when evaluating the behavior of the person in charge, and includes criteria for judging facial expressions and vocalizations. Here, the person-in-charge behavior information 241 is set by, for example, a standard setting function 255 to be described later. In addition, the person-in-charge behavior information 241 can be arbitrarily set for each medical institution and updated as appropriate. The person in charge behavior information 241 and the target person behavior information 242 are examples of reference behavior.

FIG. 5 is a diagram showing an example of person-in-charge behavior information according to the first embodiment. For example, the person-in-charge behavior information 241 includes, as shown in FIG. ', 'Condition', and 'Guide Code' are associated with each other. Here, "employee ID" in FIG. 5 indicates an identifier that uniquely identifies an employee to whom the criteria are applied. The employee is an example of a person in charge of hospitality. "Mode" indicates information identifying the service mode to which the criteria apply. "Data type" indicates the type of reference to be determined. "Unit" indicates the unit for measuring the data type. "Criteria (from)" and "Criteria (to)" indicate the scope of the criteria. "Condition" indicates a condition corresponding to the criterion. "Guide Code" indicates information that uniquely identifies a comment to be displayed when the condition is met.

For example, the criteria in the first row of the table shown in FIG. 5 are applied when the person in charge with the staff ID "1" is served in the "normal" mode, and the "eyebrow angle" is "-5 to 10 degrees". indicates that the comment of the guide code "1" is to be output to the terminal or the like when it falls within the range of . In addition, the criteria on the second row of the table shown in FIG. 5 are applied when the person in charge with the staff ID "1" is served in the "normal" mode, and the "eyebrow interval" is in the range of "10 to 15 mm". , the comment of Guide Code "1" is to be output to the terminal or the like. Also, for example, the criteria in the third row of the table shown in FIG. 5 are applied to all persons in charge, and are applied when dealing with customers in the "complaint" mode. The criteria in the third row of the table shown in FIG. If it fits, it indicates that the person in charge's eyes are shaking, and that the comment of Guide Code "2" is to be output to the terminal or the like.

In FIG. 5, as in the criteria on the third row of the table, the record with the patient ID of "ALL" indicates that the condition is applied to all patients regardless of the patient ID. show. Similarly, when the mode is "ALL", it indicates that the condition of the record is applicable in any reception mode. Also, the record may be such that only one of the "reference (from)" and the "reference (to)" is registered. The same applies to the target person behavior information 242 shown in FIG. 6 and other tables described below.

The target person's behavior information 242 is information used when evaluating the target person's behavior, and includes criteria for determining facial expressions and vocalizations. Here, the target person behavior information 242 is set by the reference setting function 255, for example. In addition, the target person behavior information 242 can be arbitrarily set for each medical institution and updated as appropriate. FIG. 6 is a diagram showing an example of target person behavior information according to the first embodiment. For example, the subject behavior information 242 includes, as shown in FIG. ', 'Condition', and 'Guide Code' are associated with each other. Here, "patient ID" in FIG. 6 indicates an identifier that uniquely identifies the patient who is the person in charge to whom the criteria are applied. Further, since other items shown in FIG. 6 are the same as the items shown in FIG. 5, detailed description thereof will be omitted.

For example, the criteria in the first row of the table shown in FIG. 6 are applied when a patient with a patient ID of "1001" is treated in the "complaint" mode, and the "eyebrow angle" is "-5 to 10 degrees". indicates that a comment of Guide Code "4" is to be output to a terminal or the like when deviating from the range of . Similarly, the criteria in the second row of the table shown in FIG. 6 are applied when treating the patient with the patient ID "1001" in the "complaint" mode, and the "eyebrow interval" is in the range of "10 to 20 mm". , the comment of Guide Code "4" is to be output to the terminal or the like. Also, for example, the criteria on the third row of the table shown in FIG. This indicates that the comment of Guide Code “5” is to be output to a terminal or the like.

The guide information 243 is output to a terminal or the like when the behavior of the person in charge matches the conditions stored in the behavior information 241 of the person in charge, or when the behavior of the target matches the condition stored in the behavior information 242 of the target person. information. Here, the information stored in the guide information 243 is set by, for example, a reference setting function 255 to be described later, but is not limited to this, and may be input in advance by, for example, an administrator of the reception guide system 1 . FIG. 7 is a diagram showing an example of guide information according to the first embodiment. For example, as shown in FIG. 7, the guide information 243 is information in which "guide code" and "comment" are associated with each other. In FIG. 7, "Guide Code" indicates information for uniquely identifying information to be output. "Comment" indicates information to be output.

For example, Guide Code "1" in the table shown in FIG. 7 corresponds to the comment "You have a nice expression." Similarly, the guide code "2" in the table shown in FIG. 7 corresponds to the comment "My line of sight is unsettled. Let's look at the other party carefully and talk." Similarly, Guide Codes "3" to "5" are, respectively, "Your expression is stiff, so let's relax and smile." "You seem to be dissatisfied." .” in response to each comment. For example, the guide code “1” corresponding to the comment “You have a good expression” is output when the “eyebrow angle” and “eyebrow interval” of the person in charge are within a predetermined range, that is, when the facial expression is close to good. . Also, for example, Guide Code "5" corresponding to the comment "Let's speak slowly and gently." Or output when estimated to be sad. Note that the comment is intended to encourage the person in charge to improve his/her behavior corresponding to Guide Code "2", for example, but is not limited to this. It may be something that shows that it is. In addition, comments are input based on past reception cases, such as the comment of Guide Code "4", for example.

Returning to FIG. 4, processing circuit 25 performs control function 251 , mode setting function 252 , determination function 253 , output function 254 and reference setting function 255 . Here, the control function 251 is an example of the first acquisition unit and the second acquisition unit. The determination function 253 is an example of a determination unit. Also, the output function 254 is an example of an output unit. Here, for example, each processing function of the control function 251, the mode setting function 252, the determination function 253, the output function 254, and the reference setting function 255, which are components of the processing circuit 25 shown in FIG. is recorded in the storage circuit 24 in the form of The processing circuit 25 reads each program from the storage circuit 24 and executes each read program to realize the function corresponding to each program. In other words, the processing circuit 25 with each program read has each function shown in the processing circuit 25 of FIG.

Note that even if all the processing functions of the control function 251, the mode setting function 252, the determination function 253, the output function 254, and the reference setting function 255 are recorded in the storage circuit 24 in the form of one program that can be executed by a computer. good. For example, such programs are also referred to as hospitality guide programs. In this case, the processing circuit 25 reads out the reception guide program from the storage circuit 24, and executes the read reception guide program to perform a control function 251, a mode setting function 252, a determination function 253, and a control function 251 corresponding to the reception guide program. It implements the output function 254 and the reference setting function 255 .

A control function 251 in the processing circuit 25 controls operations on the guide server 2, various processes related to communication with other devices, and various processes related to data acquisition from other devices. For example, in response to a trigger for starting the guide processing, the control function 251 uses the behavior information 241 corresponding to the person in charge of customer service and the target of customer service that match the current mode as guide setting criteria. The target person behavior information 242 corresponding to the target person is acquired from the storage circuit 24 . The trigger for starting the guide process may be received from the administrator of the guide server 2 via the input I/F 22, or may be received from a terminal or the like via the communication I/F 21, for example. In addition, the control function 251 identifies the person in charge and the subject by receiving the staff ID of the person in charge and the patient ID of the subject from a terminal or the like, for example. For example, the person in charge and the target person may be identified.

For example, when the current mode is "normal" and the employee ID of the person in charge at the reception of the hospital is "1", the control function 251 selects the first record included in the person in charge behavior information 241 shown in FIG. Get the top record and the second record from the top. Similarly, when the current mode is "normal" and the subject's patient ID is "1001", the control function 251 controls the third record from the top among the records included in the subject's behavior information 242 shown in FIG. Get records.

In addition, the control function 251 acquires first information about the behavior of the person in charge of the service and second information about the behavior of the person who receives the service. For example, the control function 251 acquires video and audio of the target person from the camera 4 and also acquires video and audio of the person in charge from the camera 5 via the communication I/F 21 .

The mode setting function 252 accepts mode selection in the reception guide process and executes a process related to mode setting. For example, the mode setting function 252 receives information about mode setting from the reception terminal 3 via the communication I/F 21 and sets the reception mode. For example, the mode setting function 252 changes the setting from the current reception mode to the "sad" mode when the "sad" mode is selected in the mode switching menu 323 as shown in FIG. Also, the mode setting function 252 changes the guide setting criteria according to the set mode. Note that the mode set by the mode setting function 252 may be inherited as it is when a person in charge other than the person in charge who set the mode treats the target person. For example, when the "sad" mode is selected in the mode switching menu 323 displayed on the reception terminal 3 as shown in FIG. The selected "sad" mode may also be taken over in the reception guide process between.

For example, when the mode setting function 252 receives information for changing the mode to "complaint" when the current mode is "normal", among the records included in the person in charge behavior information 241 shown in FIG. Get the third record from the top. Similarly, the mode setting function 252 acquires the top record and the second record from the top among the records included in the target person behavior information 242 shown in FIG.

The determination function 253 compares a reference behavior used as a criterion for selecting guide information with at least one of the first information and the second information, and determines guide information to be output based on the comparison result. The determination function 253 determines, for example, whether or not the video or audio of the person in charge or the subject acquired from the cameras 4, 5, 7, or 8 matches the guide setting criteria. For example, the determination function 253 analyzes the image acquired from the camera 4 using a known image analysis technique, and calculates numerical values related to the facial expression of the person in charge, such as the eyebrow angle and eyebrow interval of the person in charge. Further, the determination function 253 analyzes the sound acquired from the camera 4 using a known sound analysis technique, and calculates numerical values related to the person in charge's utterance, such as variations in volume and tone. Then, if the determination function 253 determines that the calculated numerical value related to the facial expression or the numerical value related to the utterance matches the guide setting criteria, the determination function 253 outputs the guide code corresponding to the guide setting criteria to the output function 254 .

For example, if the mode is "normal" and the eyebrow angle of the person in charge is "5 degrees", the judgment function 253 will fit within the guide setting standard "-5 degrees" to "15 degrees". , guide Code “1” to the output function 254 . In this case, the terminal or the like outputs the guide information saying "Your facial expression is good." In addition, when the mode is "complaint", the determination function 253 determines that if the period of flickering of the eyes of the person in charge is "600 ms", it does not fall within the guide setting standard of "500 ms". Do not output guide code "2".

The output function 254 outputs guide information based on at least one of the first information and the second information. For example, the output function 254 outputs guide information corresponding to the guide code. Specifically, the output function 254 extracts from the storage circuit 24 the record of the guide information 243 corresponding to the guide code output from the determination function 253 . Then, the output function 254 outputs the extracted guide information to a terminal or the like.

For example, when the output function 254 receives the output of the guide code "1" during the reception guide processing at the reception of the hospital, the output function 254 receives the output of the guide code "1" of the guide information 243 shown in FIG. .” is extracted and transmitted to the reception terminal 3 via the communication I/F 21 . In addition, when the output function 254 receives the output of the guide code "4" during the reception guide processing in the examination room, the output function 254 outputs the comment "my gaze is calm" corresponding to the guide code "4" of the guide information 243 shown in FIG. No, let's take a good look at the other party and have a conversation."

The reference setting function 255 sets various information described above. Specifically, the reference setting function 255 accepts inputs relating to the person in charge behavior information 241 shown in FIG. 5, the target person behavior information 242 shown in FIG. 6, and the guide information shown in FIG. For example, the reference setting function 255 receives, via the input I/F 22, an input of evaluation in a specific mode with respect to the acquired video or audio of the person in charge or the subject. The reference setting function 255 receives, for example, a score input as an evaluation of the video or audio of the person in charge or the subject. The reference setting function 255 calculates a numerical value related to the expression of the person in charge or the subject analyzed from the corresponding video, or a numerical value related to the utterance of the person in charge or the subject analyzed from the corresponding audio at the time when the evaluation is input. do. Then, the reference setting function 255 associates the input evaluation with the numerical value related to facial expression or the numerical value related to utterance, and creates a record of the person in charge behavior information 241 shown in FIG. 5 and a record of the subject person behavior information 242 shown in FIG. , or as a record of the guide information 243 shown in FIG. Note that the reference setting function 255 registers information to be stored in the person-in-charge behavior information 241 using, for example, video and audio acquired at the hospital reception 10 as a reference, but is not limited to this, and may be stored in another location. Images and sounds may be obtained using a camera provided, or previously obtained images and sounds relating to the person in charge may be used. Also, the reference setting function 255 may register information to be stored in the target person speech/behavior information 242 by similar processing. Note that the reference setting function 255, for example, acquires video and audio in advance and registers information to be stored in the behavior information 241 of the person in charge or the behavior information 242 of the target person. Information to be stored in the person-in-charge behavior information 241 or the subject person behavior information 242 may be registered using video and audio.

The reference setting function 255 stores, for example, the guide code corresponding to the evaluation score by including it in the record of the person in charge behavior information 241 or the record of the subject person behavior information 242 . For example, the reference setting function 255 determines that when the evaluation score is "80 points or more" when the "eyebrow angle" is "5 degrees" as a numerical value related to facial expression, As shown in the top record, the guide code "1 ” are associated with each other and stored. For example, when it is determined that the target person's utterance-related evaluation score is "less than 40," the reference setting function 255 sets the third record from the top of the target person's behavior information 242 in FIG. , "Let's talk slowly and gently." is associated with the guide code "5" and stored.

When setting the criteria, the criteria setting function 255 may statistically process the input evaluations by a known method, for example. For example, the reference setting function 255 calculates the average value, the median value, the variance, etc. of the numerical values relating to the facial expression corresponding to the input evaluation, and sets the range. For example, when the eyebrow angles evaluated as having a score of “80 points or more” are distributed between “−7 degrees” and “18 degrees”, the reference setting function 255 sets the reference eyebrow angle range may be set between "-5 degrees" and "15 degrees".

The reception terminal 3 has a communication I/F 31, an input I/F 32, a display 33, a storage circuit 34, and a processing circuit 25, as shown in FIG. process. Since the doctor terminal 6 has the same functions as the reception terminal 3, detailed description thereof will be omitted.

The communication I/F 31 is connected to the processing circuit 35 and controls transmission and communication of various data with the guide server 2 connected via the network N. For example, the communication I/F 31 is implemented by a network card, network adapter, or the like.

The input I/F 32 is connected to the processing circuit 35 , converts an input operation received from the person in charge of reception 30 into an electric signal, and outputs the electric signal to the processing circuit 35 . The input I/F 32 receives input operations such as mode selection by the person in charge, for example. For example, the input I/F 32 is a switch button, mouse, keyboard, touch panel, or the like.

The display 33 is connected to the processing circuit 35 and displays various information output from the processing circuit 35 . The display 33 displays a guide screen including the guide information received from the guide server 2, as shown in FIG. 3, for example. For example, the display 33 is implemented by a liquid crystal monitor, CRT monitor, touch panel, or the like.

The storage circuit 34 is connected to the processing circuit 35 and stores various data. For example, the storage circuit 34 is realized by a semiconductor memory device such as a RAM or flash memory, a hard disk, an optical disk, or the like.

The processing circuit 35 performs overall control of the reception terminal 3 . For example, the processing circuit 35 executes various processes according to input operations received from the receptionist 30 via the input I/F 32 . For example, the processing circuit 35 stores information input via the input I/F 32 in the storage circuit 34 or transmits the information to the guide server 2 via the communication I/F 31 . Further, the processing circuit 35 receives various information and GUI from the guide server 2 via the communication I/F 31 and controls the display 33 to display the information.

Next, a procedure of processing by the reception guide system 1 according to the first embodiment will be described with reference to FIGS. 8 and 9. FIG. FIG. 8 is a flowchart illustrating an example of registration processing according to the first embodiment. Here, step S201 in FIG. 8 is realized, for example, by the processing circuit 25 reading out a program corresponding to the control function 251 from the storage circuit 24 and executing the program. Further, steps S210, S211, S220 and S221 are realized by, for example, the processing circuit 25 reading a program corresponding to the reference setting function 255 from the storage circuit 24 and executing it.

For example, as shown in FIG. 8, in the hospitality guide system 1 according to the present embodiment, first, the processing circuit 25 acquires the video and audio of the receptionist 30 from the camera 5 through the network N ( step S201).

Subsequently, processing circuitry 25 determines whether or not an evaluation has been obtained (step S210). When the processing circuit 25 determines not to acquire the evaluation (No at step S210), the processing circuit 25 proceeds to step S220.

On the other hand, if the processing circuit 25 determines that the evaluation has been acquired (Yes at step S210), the processing circuit 25 associates the acquired information regarding the evaluation with the information regarding the motion such as the numerical value regarding the facial expression or the numerical value regarding the utterance, and stores the information in the storage circuit 24. Store (step S211). After that, the process proceeds to step S220.

Then, the processing circuit 25 determines whether or not an end instruction has been received (step S220). When the processing circuit 25 determines that the end instruction has not been received (No at step S220), the processing circuit 25 proceeds to step S201 and repeats the processing. On the other hand, if the processing circuit 25 determines that the end instruction has been received (Yes at step S220), the processing circuit 25 statistically processes the stored evaluation information and registers it in the storage circuit 24 as the person-in-charge behavior information 241 (S221). exit. In the same registration process, the processing circuit 25 may acquire the video and audio of the candidate receptionist 20 from the camera 4, accept the input of the evaluation, and store the evaluation result as the behavior information 242 of the receptionist. good. In addition, the processing circuit 25 receives an evaluation input from the receptionist 30 or other users during the reception guidance process, which will be described later, and stores the evaluation result as the person-in-charge behavior information 241 or the subject person behavior information 242. may

Next, the reception guidance process using the registered person-in-charge speech/behavior information 241 will be described. FIG. 9 is a flowchart illustrating an example of guide processing according to the first embodiment. Here, steps S101, S102, and S160 in FIG. 9 are realized, for example, by the processing circuit 25 reading a program corresponding to the control function 251 from the storage circuit 24 and executing it. Further, steps S120 and S131 are realized by, for example, the processing circuit 25 reading a program corresponding to the mode setting function 252 from the storage circuit 24 and executing the program. Further, step S140 is realized, for example, by the processing circuit 25 reading out a program corresponding to the determination function 253 from the storage circuit 24 and executing the program. Further, step S141 is realized, for example, by the processing circuit 25 reading out a program corresponding to the output function 254 from the storage circuit 24 and executing the program.

For example, as shown in FIG. 9, in the service guide system 1 according to the present embodiment, the processing circuit 25 first identifies the person in charge of the service, the target person, and the initial state of the service mode. Next, the processing circuit 25 acquires, from the storage circuit 24, guide setting criteria such as the person in charge behavior information 241 corresponding to the person in charge and the target person behavior information 242 corresponding to the target person that corresponds to the current mode. (Step S101). Next, the processing circuit 25 acquires video and audio from the cameras 4 and 5 through the network N (step S102).

Subsequently, the processing circuit 25 determines whether or not a mode switching instruction has been received (step S120). When the processing circuit 25 determines that the mode switching instruction is not accepted (No at step S120), the processing circuit 25 proceeds to step S140.

On the other hand, when the processing circuit 25 determines that the mode switching instruction has been received (Yes at step S120), the processing circuit 25 sets guide settings such as new person-in-charge behavior information 241 and target person behavior information 242 corresponding to the post-change mode from the storage circuit 24. A reference is obtained (step S131). After that, the process proceeds to step S140.

Next, processing circuitry 25 determines whether or not the video or audio satisfies the acquired guide setting criteria (step S140). When the processing circuit 25 determines that the acquired guide setting criteria are not satisfied (No at step S140), the processing circuit 25 proceeds to step S160.

On the other hand, when the processing circuit 25 determines that the acquired guide setting criteria are satisfied (Yes at step S140), the processing circuit 25 outputs the guide information to the reception terminal 3 (step S141), and proceeds to step S160.

Then, the processing circuit 25 determines whether or not an end instruction has been received (step S160). When the processing circuit 25 determines that the end instruction has not been received (No at step S160), the processing circuit 25 proceeds to step S102 and repeats the processing. On the other hand, when the processing circuit 25 determines that the end instruction has been received (Yes at step S160), the processing ends.

A configuration example of the guide information output in the reception guide process shown in FIG. 9 will be described with reference to FIGS. 10 and 11. FIG. FIG. 10 is a diagram showing another example of the reception guide screen displayed on the reception terminal according to the first embodiment. FIG. 10 shows that the "sad" mode is selected in the mode switching menu 323 shown in FIG. An example of the service guide screen after transition when matching is shown.

As shown in FIG. 10, on the service guide screen 300 after transition, the mode switching button 322 displays information indicating that the current service mode is the "sad" mode. Further, as shown in FIG. 10, in the guide information column 321 of the reception guide screen 300, the comment "Good expression." corresponding to the guide code "1" of the guide information 243 shown in FIG. 7 is displayed. 10, when the mode switching button 322 is selected, the mode switching menu 323 shown in FIG. 3 is displayed, and the setting of the service mode can be performed again. may be

A guide screen having the same configuration as the guide screen shown in FIG. 10 is also displayed on the doctor terminal 6 . FIG. 11 is a diagram showing an example of a reception guide screen displayed on the doctor terminal according to the first embodiment. As shown in FIG. 11 , the reception guide screen 600 according to the first embodiment has a patient information column 301 , an electronic medical record information column 611 , a guide information column 621 and a mode switching button 622 . In addition, in the following description, the same reference numerals are given to the same parts as the parts shown in the previously described drawings, and duplicate explanations will be omitted.

In FIG. 11, an electronic medical chart information column 611 displays electronic medical chart information about the patient, etc., acquired from an electronic medical chart system, for example. Similar to the guide information column 321, the guide information column 621 displays, for example, guide information for prompting the doctor who is treating the patient to improve his/her service. In the example shown in FIG. 11, the comment "I can't calm down my line of sight, let's look at the other party carefully" corresponding to the guide code "4" of the guide information 243 shown in FIG. 7 is displayed.

In the service guide screen 600 shown in FIG. 11, as in the service guide screen 300 shown in FIG. 10, the mode switching button 622 displays information indicating that the current service mode is the "complaint" mode. be. 11, when the mode switching button 622 is selected, the mode switching menu 323 shown in FIG. 3 is displayed, and the reception mode can be set again. may

As described above, the service guide system 1 according to the first embodiment can output the service guide information that prompts the service staff to improve. If it is not possible to do so, prompt improvement At that time, the reception guide system 1 may display guide information corresponding to different modes such as "complaint" and "sad". As a result, the reception guide system 1 makes it possible to output appropriate guide information according to the situation.

(Second embodiment)
Next, a reception guide system 1a according to a second embodiment will be described. FIG. 12 is a diagram showing an example of functional blocks of a reception guide system according to the second embodiment. The reception guide system 1a according to the second embodiment is different from the reception guide system 1 according to the first embodiment in that the mode setting function 252a sets the reception mode without the operation by the person in charge. different. In the following embodiments, the same reference numerals are given to the same parts as the parts shown in the previously described drawings, and overlapping explanations will be omitted.

As shown in FIG. 12, the reception guide system 1a according to the second embodiment has a guide server 2a, a reception terminal 3, cameras 4, 5, 7 and 8, and a doctor terminal 6. FIG. A guide server 2a according to the second embodiment has a communication I/F 21, an input I/F 22, a display 23, a storage circuit 24a, and a processing circuit 25a. The storage circuit 24a stores, for example, person-in-charge behavior information 241, subject person behavior information 242a, and guide information 243, as shown in FIG.

FIG. 13 is a diagram showing an example of target person behavior information according to the second embodiment. As shown in FIG. 13, the target person behavior information 242a according to the second embodiment stores, in addition to each item stored in the target person behavior information 242 shown in FIG. do. In FIG. 13, "mode" indicates the currently selected or set mode, and "mode setting" indicates the reception mode changed from the current mode when the "condition" is met. For example, the subject person behavior information 242a shown in FIG. Remember to set the sympathy mode to "sad". Further, for example, the target person behavior information 242a shown in FIG. , to set the service mode to "complaint". Further, for example, the subject's behavior information 242a shown in FIG. Regardless, remember to set the hospitality mode to "VIP". Furthermore, for example, the target person behavior information 242a shown in FIG. Remember to set the service mode to "complaint". In the target person speech/behavior information 242a shown in FIG. 13, the current reception mode is maintained even if the conditions are met for the criteria for which the mode setting is "-". In addition, in the target person speech/behavior information 242a shown in FIG. 13, with respect to the reference where the guide code is "-", when the conditions are met, the reception mode is set, but the guide information is not output.

In addition, the target person behavior information 242a corresponds to the patient ID of the target person, with the service mode set when the target person was treated in the past as the service mode set when the target person is treated next time. may include attached information. In this case, the mode setting corresponding to the patient ID may be stored regardless of the speech and behavior of the other person in charge or the subject. For example, the object person behavior information 242a stores that the treatment mode for the object person whose patient ID is "1010" was set to "VIP" in the past treatment. In this case, when the target person with the patient ID "1010" is newly treated after that, the service mode is set to "VIP" regardless of the behavior of the person in charge or the target person.

The target person behavior information 242a may also include information in which, for example, keywords included in the target person's utterance are associated with mode settings. In this case, the mode setting corresponding to the keyword may be stored regardless of the subject's patient ID, the current service mode, and the speech and behavior of the person in charge and the subject. For example, the subject's speech/behavior information 242a stores that the service mode to be set when it is determined that the subject's utterance includes a keyword such as "slow" is "complaint".

Returning to FIG. 12, the processing circuit 25 executes a control function 251, a mode setting function 252a, a determination function 253, an output function 254, and a reference setting function 255. FIG. The mode setting function 252a receives information about mode setting from, for example, a terminal, and sets the reception mode in the same manner as the mode setting function 252 in the first embodiment.

Also, the mode setting function 252a specifies the mode using the information that identifies the subject. For example, when the patient ID "1010" for identifying the subject is stored in the subject behavior information 242a, the mode setting function 252a changes the current mode to the mode "1010" set in association with the patient ID. Switch to VIP.

Also, the mode setting function 252a specifies the mode using the result of comparing at least one of the first information and the second information with the reference behavior. For example, the mode setting function 252a determines whether or not the subject's facial expression or vocalization matches the conditions stored in the subject's behavior information 242a shown in FIG. For example, when the mode setting function 252a detects that the target person's voice volume is "35 dB", the condition of the third record from the top of the target person behavior information 242a shown in FIG. less than". In this case, the current mode is switched to the mode "sad" set in association with the condition.

Also, the mode setting function 252a specifies the mode using the keyword included in the first information or the second information. For example, when the mode setting function 252a detects that the target person's utterance includes the word "slow", it determines that the condition of the bottommost record of the target person behavior information 242a shown in FIG. 13 is met. In this case, the current mode is switched to the mode "complaint" set in association with the condition.

Furthermore, the mode setting function 252a specifies the mode using the mode selected in the past service by the person in charge or the past service to the subject. Note that the mode setting function 252a may store, in the target person behavior information 242a in advance, the mode selected in the past reception by the person in charge or the past reception of the target person. For example, the mode setting function 252a sets the patient ID "1010" and the mode "VIP" to the target person behavior information 242a when the reception mode "VIP" is selected in the past reception for the patient ID "1010". are stored in association with each other. Further, the mode setting function 252a may store information about mode setting in the person in charge behavior information 241a in association with the employee ID of the person in charge. Thereby, the mode setting function 252a switches the service mode based on the mode selected in the past service by the person in charge or the mode selected in the past service for the target person.

Next, a procedure of processing by the reception guide system 1a according to the second embodiment will be described with reference to FIG. FIG. 14 is a flowchart illustrating an example of guide processing according to the second embodiment. In the following description, the same reference numerals as those of the steps shown in FIG. 9 are the same steps, so detailed description thereof will be omitted and steps S121 and S130 will be described. Here, steps S121 and S130 in FIG. 14 are realized, for example, by the processing circuit 25a reading out a program corresponding to the mode setting function 252a from the storage circuit 24 and executing it.

For example, as shown in FIG. 14, in the reception guide system 1a according to the present embodiment, when the processing circuit 25a determines in step S120 that the mode switching instruction has been received (Yes in step S120), after the received switching The mode is associated with, for example, the patient ID and stored in the subject's behavior information 242a (S121). On the other hand, when the processing circuit 25a determines in step S120 that the mode switching instruction is not accepted (No in step S120), it determines whether or not the condition regarding mode setting is met (step S130). When the processing circuit 25a determines that the condition regarding mode setting is not satisfied (No at step S130), the processing circuit 25a proceeds to step S140.

On the other hand, if the processing circuit 25a determines that the condition regarding mode setting is met (Yes at step S130), the processing circuit 25a changes to the mode corresponding to the condition that is met, and proceeds to step S131.

Next, the guide information output in the hospitality guide process shown in FIG. 14 includes information regarding the mode after setting, for example, like the guide information shown in FIG. 10 or 11 in the first embodiment. FIG. 15 is a diagram showing an example of a reception guide screen displayed on the doctor terminal according to the second embodiment. FIG. 15 shows an example of the reception guide screen 600 displayed on the doctor terminal 6 when the subject's patient ID is "1010" as shown in the patient information column 601. FIG. As described with reference to FIG. 13, the subject behavior information 242a sets the reception mode to " Remember to set it to "VIP". Therefore, as shown in FIG. 15, the mode switching button 622 on the service guide screen 600 displays information indicating that the current service mode is the "VIP" mode.

In the second embodiment, the mode setting function 252a refers to the behavior information 242a of the target person and sets the reception mode based on the behavior of the target person. is not limited to For example, the memory circuit 24a stores the person-in-charge behavior information 241a including the item of "mode setting", and the mode setting function 252a refers to the person-in-charge behavior information 241a and treats the person in charge based on the person's behavior. mode can be set. Also, even after setting the service mode, the mode setting function 252a may receive mode selection from a terminal or the like and change the service mode again.

Further, in the second embodiment, when the service mode is selected by the person in charge or the like, the mode setting function 252a associates the selected service mode with the patient ID of the subject, and sets the behavior information of the subject. 242a has been described, the embodiment is not limited to this. For example, the mode setting function 252a allows a specific patient ID among the records stored in the target person behavior information 242a in association with the patient ID to be selected even when the reception mode is selected by the person in charge or the like. It may be configured not to store the received service mode. Further, when different service modes are selected for the same patient ID, the mode setting function 252a may store, for example, the most recently selected service mode in the subject person behavior information 242a. The service mode that is frequently used may be stored in the subject person behavior information 242a.

As described above, the reception guide system 1a according to the second embodiment can set an appropriate reception mode even when there is no mode setting operation by the person in charge. Even in such a case, it is possible to output appropriate guide information according to the situation.

(Third Embodiment)
Next, a reception guide system 1b according to a third embodiment will be described. FIG. 16 is a diagram showing an example of functional blocks of a reception guide system according to the third embodiment. In the hospitality guide system 1b according to the third embodiment, as described later, the storage circuit 24b of the guide server 2b further includes advice information 244b, and the processing circuit 25b of the guide server 2b further includes an information registration function 256b. It is different from the reception guide system 1a according to the second embodiment in this respect. In the following embodiments, the same reference numerals are given to the same parts as the parts shown in the previously described drawings, and overlapping explanations will be omitted.

As shown in FIG. 16, the reception guide system 1b according to the third embodiment has a guide server 2b, a reception terminal 3, cameras 4, 5, 7 and 8, and a doctor terminal 6. FIG. A guide server 2b according to the third embodiment has a communication I/F 21, an input I/F 22, a display 23, a storage circuit 24b, and a processing circuit 25b. For example, as shown in FIG. 16, the storage circuit 24b stores person-in-charge behavior information 241, subject person behavior information 242a, guide information 243, and advice information 244b.

In the third embodiment, the advice information 244b stores advice such as free words input by the person in charge, for example. The advice information 244b is registered by the information registration function 256b, for example. FIG. 17 is a diagram showing an example of advice information according to the third embodiment. As shown in FIG. 17, the advice information 244b according to the third embodiment stores "patient ID", "mode", and "detailed advice" in association with each other. In FIG. 17, "patient ID" and "mode" store the subject's patient ID and treatment mode as conditions for outputting advice described in detailed advice. "Detailed advice" stores advice output when the patient ID and mode match.

Returning to FIG. 16, the processing circuit 25b executes a control function 251, a mode setting function 252a, a determination function 253, an output function 254b, a reference setting function 255, and an information registration function 256b. The output function 254b, like the output function 254 in the first embodiment, extracts the record of the guide information 243 corresponding to the guide code output from the determination function 253 from the storage circuit 24, and outputs it to a terminal or the like. . In addition, the output function 254b refers to the advice information 244b, selects and outputs guide information including information on past receptions to a terminal or the like. For example, the output function 254b extracts detailed advice registered in a record that matches the patient ID of the current subject and the current service mode.

For example, when the service mode is "complaint", the output function 254b extracts an example of complaint content and an example of response as shown in FIG. do. Further, for example, the output function 254b, when the patient ID of the current target person is "1010" and the service mode is "VIP", extracts the assumed questions and answers and response examples as shown in FIG. etc. Also, for example, the output function 254b, when the current service mode is "sad", extracts the detailed advice "Let's speak in a straight tone" regardless of the patient ID of the current subject, and outputs it to the terminal. etc.

The information registration function 256b accepts the input of information regarding the past treatment of the subject. The information registration function 256b also stores the input information about the service in association with the target person and the mode specified or selected at the time of the past service. For example, the information registration function 256b receives input of advice from the manager of the hospitality guide system 1b or the receptionist 30 or the doctor through the input I/F 22 or the communication I/F 21 of the guide server 2b during the hospitality guidance. . The information registration function 256b, upon receiving an input of advice, specifies the current subject's patient ID and the current service mode. The information registration function 256b registers the received advice in the advice information 244b in association with the specified patient ID and treatment mode.

A configuration example of information displayed when the information registration function 256b accepts input of advice will be described with reference to FIG. FIG. 18 is a diagram showing an example of a reception guide screen according to the third embodiment. As shown in FIG. 18, the reception guide screen 300 according to the third embodiment further includes a registration button 302 in addition to each item shown on the reception guide screen 300 as shown in FIG.

A reception guide screen 300 shown in FIG. 18 is displayed on the reception terminal 3, for example. The information registration function 256b of the guide server 2b displays an advice input window 303 on the reception terminal 3, for example, when it detects that the registration button 302 has been selected on the reception terminal 3. FIG. As shown in FIG. 18, the advice input window 303 includes, for example, a pull-down menu for selecting the patient ID, a pull-down menu for selecting the current mode, and input fields for inputting the content of the advice. As shown in FIG. 18, the advice input window 303 highlights, for example, the current patient ID of the receptionist 20 and the current service mode. The configuration may be such that selection is possible. When the reception terminal 3 detects that the input button has been selected in the advice input window 303, the reception terminal 3 transmits the selected patient ID and treatment mode, and the content of the input advice to the guide server 2b.

The information registration function 256b of the guide server 2b registers the selected patient ID and treatment mode, and the content of the input advice in the advice information 244b. The information registration function 256b registers "ALL" in the "patient ID" of the advice information 244b when "all patients" is selected in the advice input window 303 shown in FIG. 18, for example. Similarly, the information registration function 256b registers "ALL" in the "mode" of the advice information 244b when "all mode" is selected in the advice input window 303 shown in FIG. 18, for example. For example, in the advice input window 303 shown in FIG. The third record from the top of the advice information 244b as shown in 17 is registered.

Next, a procedure of processing by the reception guide system 1a according to the third embodiment will be described with reference to FIG. FIG. 19 is a flowchart illustrating an example of guide processing according to the third embodiment. In the following description, steps S110, S111, S150, and S151 will be described since the same reference numerals as those of the steps shown in FIG. 14 are the same steps, and detailed description thereof will be omitted. Here, steps S110 and S111 in FIG. 19 are realized, for example, by the processing circuit 25b reading a program corresponding to the information registration function 256b from the storage circuit 24b and executing it. Further, steps S150 and S151 are realized by, for example, the processing circuit 25b reading out a program corresponding to the output function 254b from the storage circuit 24b and executing the program.

For example, as shown in FIG. 19, in the reception guide system 1b according to the present embodiment, the processing circuit 25b acquires video and audio in step S102 and determines whether or not advice has been input (S110). When the processing circuit 25b determines that no advice has been input (No at step S110), the processing circuit 25b proceeds to S120.

If the processing circuit 25b determines that advice has been input (Yes at step S110), the processing circuit 25b associates the input advice with the subject's patient ID and service mode, and registers it in the advice information 244b (S111). The process proceeds to S120.

Further, when the setting criteria are changed in step S131, the processing circuit 25b refers to the advice information 244b and determines whether advice corresponding to the changed service mode and current patient ID is registered. (Step S122). When the processing circuit 25a determines that the advice is not registered (No at step S122), the processing circuit 25a proceeds to step S140.

On the other hand, when the processing circuit 25a determines that advice is registered (Yes at step S122), the processing circuit 25a extracts the advice registered in the advice information 244b from the storage circuit 24a and outputs it to a terminal or the like (step S151). . After that, the process proceeds to step S140.

Next, a configuration example of guide information including the registered advice information 244b output in the service guide process shown in FIG. 19 will be described with reference to FIG. FIG. 20 is a diagram showing another example of the reception guide screen according to the third embodiment. A reception guide screen 600 shown in FIG. 20 is displayed on the doctor terminal 6, for example. As shown in FIG. 20, in the reception guide screen 600 according to the third embodiment, in the guide information column 621, instead of the guide information displayed in the guide information column 621 of FIG. Let's speak in a demasu tone" is displayed. Both the advice information and the guide information may be displayed in the guide information column 621 of the reception guide screen 600 shown in FIG.

As described above, the service guide system 1b according to the third embodiment can output the advice information input by the person in charge in the past in correspondence with the corresponding target person and mode. To make it possible to notify other persons in charge of the know-how previously input by a person in charge of a high level when conditions are met.

The word "processor" used in the description of each embodiment described above is, for example, a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), or an application specific integrated circuit (ASIC), a programmable Means circuits such as logic devices (for example, Simple Programmable Logic Device (SPLD), Complex Programmable Logic Device (CPLD), and Field Programmable Gate Array (FPGA)) do. Here, instead of storing the program in the memory, the program may be configured to be directly embedded in the circuit of the processor. In this case, the processor implements its functions by reading and executing the program embedded in the circuit. Further, each processor of the present embodiment is not limited to being configured as a single circuit for each processor, and may be configured as one processor by combining a plurality of independent circuits to realize its function. good.

Here, the program executed by the processor is preinstalled in a ROM (Read Only Memory), storage unit, or the like and provided. This program is a file in a format that can be installed in these devices or in a format that can be executed, such as CD (Compact Disk)-ROM, FD (Flexible Disk), CD-R (Recordable), DVD (Digital Versatile Disk), etc. may be provided on a computer readable storage medium. Also, this program may be provided or distributed by being stored on a computer connected to a network such as the Internet and downloaded via the network. For example, this program is composed of modules containing each functional part. As actual hardware, the CPU reads out a program from a storage medium such as a ROM and executes it, so that each module is loaded onto the main storage device and generated on the main storage device.

Further, the configuration of the reception guide system in each embodiment is not limited to the above. For example, the reception terminal 3 may implement some or all of the functions of the processing circuit 25, You may memorize a part or all of the contents to do. For example, the reception terminal 3 implements all the functions of the processing circuit 25 and stores all the contents stored in the storage circuit 24, thereby implementing a configuration similar to that of the reception guide system 1 on a stand-alone computer. can be done. Further, each function of the processing circuit 25 of the guide server 2 may be implemented on the cloud, and the contents stored by the storage circuit 24 may be stored on the cloud.

According to at least one embodiment described above, it is possible to output service guide information that prompts the person in charge of service to improve.

While several embodiments of the invention have been described, these embodiments have been presented by way of example and are not intended to limit the scope of the invention. These embodiments can be implemented in various other forms, and various omissions, replacements, and modifications can be made without departing from the scope of the invention. These embodiments and their modifications are included in the scope and spirit of the invention, as well as the scope of the invention described in the claims and equivalents thereof.

1 reception guide system 2 guide server 3 reception terminal 4, 5 camera 21 communication I/F
22 Input I/F
23 display 24 memory circuit 25 processing circuit 251 control function 254 output function

Claims (7)

to the computer,
Acquiring first information about the behavior of the person in charge of hospitality and second information about the behavior of the subject who receives the hospitality,
guide information prompting improvement of the behavior of the person in charge based on at least one of the first information and the second information when the mode corresponding to the scene of the reception is selected by the person in charge A reception guide program for executing a process of selecting and outputting guide information stored in association with the selected mode . The output processing compares a reference behavior used as a criterion for selecting the guide information with at least one of the first information and the second information, and outputs the guide information based on the comparison result. 2. The hospitality guide program of claim 1, which determines. 3. The hospitality guide program according to claim 1 or 2 , further causing the computer to execute a process of accepting selection of the mode. Receiving input of information on past treatment of the subject,
causing the computer to further execute a process of storing the input information related to the service in association with the subject and the mode specified or selected at the time of the past service;
4. The hospitality guide program according to any one of claims 1 to 3 , wherein the process of outputting selects and outputs the guide information including the stored information about the past hospitality. In the acquiring process, as the first information, at least one of a video related to the action currently being performed by the person in charge and a sound related to the content uttered by the person in charge is acquired, and as the second information, the 5. The reception guide program according to any one of claims 1 to 4 , wherein at least one of an image of the action that the subject is actually performing and a voice of the content uttered by the person in charge is acquired. When the mode corresponding to the scene of the reception is selected by the person in charge of the reception, based on the first information about the behavior of the person in charge and the second information about the behavior of the subject who receives the reception, A reception guide device for selecting and outputting guide information stored in association with the selected mode, the guide information prompting improvement in behavior of the person in charge. a first acquisition unit that acquires at least one of a video of an action currently being performed by a person in charge of hospitality and a voice of a content uttered by the person in charge as first information;
a second acquisition unit that acquires, as second information, at least one of a video relating to an action currently being performed by the subject who is being treated and a voice relating to the content uttered by the person in charge;
Guide information that prompts the person in charge to improve his or her behavior based on the first information and the second information that are acquired when the person in charge selects a mode corresponding to the scene of the reception , Selecting guide information stored in association with the selected mode
an output unit for output;
A reception guide system.

Images