JPWO2020250984A1 - Programs, information processing methods, information processing equipment and robots - Google Patents

Abstract

To provide a program that automatically checks the cleaning status of guest rooms using a robot (80). The program is a computer that enters a robot (80) into a room that has been cleaned, acquires an image taken by a camera (88) mounted on the robot (80), and confirms the cleaning state based on the image. To execute. The program causes the robot (80) to take an image having the same layout as a predetermined reference image. The program acquires odor data measured by an odor sensor (89) mounted on the robot (80), and confirms a cleaning state based on the image and the odor data.

Description

The present invention relates to programs, information processing methods, information processing devices and robots.

In accommodation facilities such as hotels and private lodgings, a system has been proposed in which robots are used to transport items necessary for cleaning guest rooms to guest rooms (Patent Document 1).

International Publication No. 2019/24465

According to the system of Patent Document 1, the articles necessary for cleaning are automatically transported to the guest room to be cleaned. However, it is necessary for employees to perform cleaning work and work such as inspection after cleaning work.

In one aspect, it is an object of the present invention to provide a program or the like that automatically inspects the cleaning state of a guest room by using a robot.

The program causes the robot to enter the room after cleaning, acquires an image taken by a camera mounted on the robot, and causes a computer to execute a process of confirming a cleaning state based on the image.

In one aspect, it is possible to provide a program or the like that automatically checks the cleaning state of the guest room by using a robot.

It is explanatory drawing which shows the outline of the operation of an information processing system. It is explanatory drawing explaining the structure of an information processing system. It is explanatory drawing explaining the record layout of PMSDB. It is explanatory drawing explaining the record layout of a speaker DB. It is explanatory drawing explaining the record layout of the cleaning state DB. It is a state transition diagram explaining the state transition of the cleaning state DB. It is a sequence diagram which shows the outline of the operation of an information processing system. It is a flowchart explaining the process flow of a program. It is a flowchart explaining the process flow of the subroutine of cleaning request processing. It is a flowchart explaining the process flow of the subroutine of the cleaning start process. It is explanatory drawing explaining the outline of the recommendation model of Embodiment 2. It is explanatory drawing explaining the structure of the information processing system of Embodiment 3. It is explanatory drawing explaining the record layout of the cleaning state DB of Embodiment 3. It is a state transition diagram explaining the transition of the cleaning state of Embodiment 3. It is a flowchart explaining the process flow of the program of Embodiment 3. It is explanatory drawing explaining the record layout of the transport DB of Embodiment 4. It is a flowchart explaining the process flow of the program of Embodiment 4. It is a functional block diagram of the information processing apparatus of Embodiment 5. It is explanatory drawing which shows the structure of the information processing system of Embodiment 6. It is explanatory drawing explaining the structure of the information processing system of Embodiment 7. It is explanatory drawing explaining the record layout of the confirmation condition DB. It is explanatory drawing explaining the record layout of the confirmation result DB. It is a flowchart explaining the process flow of the program of Embodiment 7. It is explanatory drawing explaining the outline of the recommendation model of Embodiment 8. It is explanatory drawing explaining the output of the smart speaker of Embodiment 8. It is a flowchart explaining the process flow of the program of Embodiment 8. It is explanatory drawing explaining the output of the smart speaker of Embodiment 9. It is a flowchart explaining the process flow of the program of Embodiment 9. It is explanatory drawing explaining the outline of the recommendation model used in the modification of Embodiment 9. FIG. It is a functional block diagram of the information processing apparatus of Embodiment 10. It is a functional block diagram of the information processing apparatus of Embodiment 11.

[Embodiment 1]
FIG. 1 is an explanatory diagram showing an outline of the operation of the information processing system 10. The information processing system 10 includes a smart speaker 20, an information processing terminal 18, and a room indicator 17. The smart speaker 20 and the information processing terminal 18 are examples of the user interface of the present embodiment.

The smart speaker 20 is arranged in a guest room of an accommodation facility such as a hotel or a private lodging. The smart speaker 20 has a substantially hemispherical shape, and has a circular touch panel 25 and a camera 28 (see FIG. 2) on a flat surface portion. The smart speaker 20 is installed so that the touch panel 25 faces diagonally upward. The smart speaker 20 has a microphone 26 at the upper part of the spherical surface portion and a speaker 27 at the lower part of the spherical surface portion.

The information processing terminal 18 is a general-purpose portable information processing device such as a smartphone or tablet. The information processing terminal 18 may be a portable information processing device dedicated to this system. The information processing terminal 18 has a touch panel, a microphone, and a speaker. Employees of the accommodation facility carry the information processing terminal 18 to carry out their work.

The room indicator 17 is a device installed in a cleaning preparation room, a linen room, or the like. The room indicator 17 is a combination of a display that displays a list of cleaning and confirmation statuses of the guest room, a general-purpose personal computer, and the like. The room indicator 17 displays the data recorded in the cleaning state DB 44 (see FIG. 2), which will be described later, in real time. That is, when the data is recorded in the cleaning state DB 44, the data is automatically displayed on the room indicator 17.

In the example shown in FIG. 1, “not” in the cleaning row indicates that cleaning is possible, but cleaning has not been completed yet. "Impossible" in the cleaning line indicates that the guest cannot be cleaned due to reasons such as staying. "End" in the cleaning line indicates that cleaning is complete.

"Impossible" in the confirmation column indicates that the cleaning status cannot be confirmed because the cleaning has not been completed or the guest is staying. "Not" in the confirmation column indicates that cleaning has been completed and waiting for confirmation. "End" in the confirmation column indicates that the confirmation after cleaning has been completed. The room indicator 17 may indicate a cleaning state and a confirmation state by using lamps such as red, yellow, and blue.

The cleaning person and the checking person see the display of the room indicator 17 and perform the cleaning work and the checking work of the guest room. The screen of the room indicator 17 can also be displayed on the display of the information processing terminal 18 and the personal computer installed at the front desk or the like. That is, the person in charge of cleaning and the person in charge of confirmation can confirm the cleaning state and the confirmation state by using the information processing terminal 18. The person in charge at the front desk can check the cleaning status and the confirmation status using the personal computer installed at the front desk.

For example, a guest staying for consecutive nights shown in Room 303 talks to the smart speaker 20 as "Please clean" before going out. By performing voice recognition and semantic analysis, the guest's intention is estimated, and "not yet" is displayed in the cleaning row of the room indicator 17. The person in charge of cleaning will sequentially clean the guest rooms with "Not yet" displayed in the cleaning line, and will replenish the guest rooms with towels and the like to maintain the guest rooms.

For example, in Room 305, the cleaning staff who finished cleaning talks to the smart speaker 20 as if "finished". By performing voice recognition and semantic analysis, the intention of the cleaning staff is estimated, and "end" is displayed in the cleaning row of the room indicator 17. Along with a voice such as "It is in the state of 3F" from the smart speaker 20, the cleaning state of a nearby room is displayed, which is extracted from the screen of the room indicator 17. The cleaner can determine which room to clean next.

For example, a person in charge of checking while moving in the corridor confirms the cleaning state using the information processing terminal 18. The person in charge of confirmation confirms the condition of the room after cleaning. After the confirmation is completed, the person in charge of confirmation speaks to the smart speaker 20 as "Confirmation is OK". By performing voice recognition and semantic analysis, the intention of the cleaning staff is estimated, and "end" is displayed in the cleaning row of the room indicator 17.

When a guest is checked out at the front desk, the check-out information is reflected in the room indicator 17 and "not yet" is displayed in the cleaning line of the room in which the guest was staying. At the front desk, the state of the room indicator 17 is confirmed, and new guests are guided to the guest rooms that have been cleaned and confirmed.

As described above, in each guest room, the room indicator 17 can be operated by the voice instruction via the smart speaker 20 without having to learn the operation method such as a special command. For example, the cleaning staff can operate the room indicator 17 via the smart speaker 20 even when the cleaning tool is held in both hands, so that the work efficiency can be improved.

At the front desk, you can confirm in real time that cleaning and confirmation have been completed. Therefore, for example, even if the guest arrives earlier than planned, the time for waiting for the room to be prepared can be shortened.

As described above, the smart speaker 20 and the information processing terminal 18 are examples of user interfaces in which users such as guests and staff of accommodation facilities operate the room indicator 17. The user interface is not limited to the smart speaker 20 as long as information can be obtained from the user. For example, a smartphone, tablet, PC or the like having a function of a microphone or a speaker can be used instead. The user interface can be replaced by a so-called smart TV, which has both the functions of a television and the functions of a computer.

The user interface may acquire information based on so-called gesture input based on the user's gestures and gestures. Gesture input may be based on foot movements such as user steps and jumps. The user interface may acquire information based on a biological signal such as a user's brain wave, myoelectric potential, or ocular potential. The user interface may acquire information based on a combination of a plurality of input means such as voice input and gesture input.

It is desirable that the user interface accepts input in a non-contact manner. The user can input even when both hands are blocked by luggage or the like.

The user interface may accept information from the user by inputting characters via an input device such as a touch panel or a keyboard. The user interface may receive information from the user by taking a picture of a handwritten memo or a pamphlet indicated by the user with the camera 28 and recognizing the characters.

When accepting the input of information in characters, the information processing system 10 may display the received contents on the touch panel 25 of the user interface or another display device. The information processing system 10 may display the contents of the input received in a plurality of languages including the language used by the user. The user can confirm by looking at the screen whether or not his / her intention is correctly recognized.

In the following description, the data acquired by the user interface from the user may be described as acquired data. A specific example will be described by taking the case where the acquired data is voice data as an example. Further, although a specific example will be described by taking the case where the user interface outputs voice as an example, the text may be displayed on the screen, or both the voice and the text may be output on the screen. The type is not limited.

FIG. 2 is an explanatory diagram illustrating the configuration of the information processing system 10. In addition to the above-mentioned smart speaker 20, information processing terminal 18, and room indicator 17, the information processing system 10 includes a management server 30, a voice response server 14, a PBX (Private Branch eXchange) 16, and a PMS (Property Management System). : Hotel management system) Includes server 15.

The management server 30 is connected to the PMS server 15 via the PBX 16. The management server 30 may be connected to the PMS server 15 without going through the PBX 16.

The smart speaker 20 includes a CPU (Central Processing Unit) 21, a main storage device 22, an auxiliary storage device 23, a communication unit 24, and a bus, in addition to the touch panel 25, a microphone 26, a speaker 27, and a camera 28 described above. The CPU 21 is an arithmetic control device that executes the program of the present embodiment. As the CPU 21, one or more CPUs, a multi-core CPU, or the like is used. The CPU 21 is connected to each part of the hardware constituting the smart speaker 20 via a bus.

The main storage device 22 is a storage device such as a SRAM (Static Random Access Memory), a DRAM (Dynamic Random Access Memory), and a flash memory. The main storage device 22 temporarily stores information necessary in the middle of processing performed by the CPU 21 and a program being executed by the CPU 21.

The auxiliary storage device 23 is a storage device such as a SRAM, a flash memory, or a hard disk. The auxiliary storage device 23 stores a program to be executed by the CPU 21 and various data necessary for executing the program.

The communication unit 24 is an interface for performing data communication between the smart speaker 20 and the network. The touch panel 25 includes a display unit 251 such as a liquid crystal display panel and an input unit 252 laminated on the display unit 251.

The shape of the smart speaker 20 shown in FIG. 1 is an example, and the smart speaker 20 is not limited to a substantially hemispherical shape. The smart speaker 20 may have any shape such as a columnar shape or a rectangular parallelepiped shape. The smart speaker 20 may be a general-purpose information processing device such as a smartphone, tablet, or personal computer. The smart speaker 20 may be composed of a combination of a general-purpose information processing device such as a personal computer and an external microphone, speaker, and camera.

The management server 30 includes a CPU 31, a main storage device 32, an auxiliary storage device 33, a communication unit 34, and a bus. The CPU 31 is an arithmetic control device that executes the program of the present embodiment. As the CPU 31, one or a plurality of CPUs, a multi-core CPU, or the like is used. The CPU 31 is connected to each part of the hardware constituting the management server 30 via a bus.

The main storage device 32 is a storage device for SRAM, DRAM, flash memory, and the like. The main storage device 32 temporarily stores information necessary in the middle of processing performed by the CPU 31 and a program being executed by the CPU 31.

The auxiliary storage device 33 is a storage device such as a SRAM, a flash memory, or a hard disk. The auxiliary storage device 33 stores a speaker DB (Database) 41, a cleaning state DB 44, a program to be executed by the CPU 31, and various data necessary for executing the program.

The speaker DB 41 and the cleaning state DB 44 may be recorded in an external large-capacity storage device connected to the management server 30 or another server connected to the management server 30 via a network.

The communication unit 34 is an interface for performing data communication between the management server 30 and the network. The management server 30 is a general-purpose information processing device such as a personal computer or a server machine. The management server 30 may be a virtual machine running on a large computer. The management server 30 may be configured by combining a plurality of computers or server machines.

The voice response server 14 is an information processing device that acquires voice data from the smart speaker 20, performs processing such as voice recognition, and transmits the voice data related to the response to the smart speaker 20.

The PMS server 15 is an information processing device that manages PMS. Here, PMS will be briefly described. PMS is an accommodation facility management system, and records the guest's address, name, nationality, fee settlement method, companion, accommodation history, and the like. Information such as guest preferences, various anniversaries, and allergies is also recorded in PMS used in accommodation facilities that provide services tailored to individual customers, such as luxury hotels and private lodgings. PMS is introduced for each accommodation facility or for each chain series, and is used for processing such as reservation reception, check-in, check-out, and settlement.

The voice response server 14 and the PMS server 15 are general-purpose information processing devices such as a personal computer or a server machine. The voice response server 14 and the PMS server 15 may be virtual machines running on a large computer. The voice response server 14 and the PMS server 15 may be configured by combining a plurality of computers or server machines.

The PBX 16 is an exchange that controls the extension telephone in the accommodation facility, the connection with the outside telephone, and the like. The management server 30 can acquire information from the PMS server 15 via the PBX 16 by transmitting a signal to the PBX 16 using a predetermined protocol.

FIG. 3 is an explanatory diagram illustrating a record layout of the PMS DB. The PMS DB is a DB that records the information recorded in the PMS server 15 in association with the information related to the user who is staying at the accommodation facility and making a reservation. The PMSDB has a date field, an accommodation field, a guest field and a status field. The accommodation field has a name field and a room number field.

The guest field has a representative field, a number of companions field, a relationship field, a check-out date field, and a special note field. The representative field has a name field, an age field, an address field, a gender field and a nationality field.

The date is recorded in the date field. The name of the accommodation facility is recorded in the name field. The room number of the guest room is recorded in the room number field. The name of the representative is recorded in the name field. The age of the representative is recorded in the age field. The address of the representative is recorded in the address field. The gender of the representative is recorded in the gender field. The nationality of the representative is recorded in the nationality field.

In the number of accompanying persons field, the number of guests staying with the representative is recorded. The relationship field records the relationship between the representative and the companion. The scheduled check-out date is recorded in the check-out date field. Special notes regarding guests are recorded in the special notes field. The status of the guest is recorded in the status field. The information recorded in each subfield of the guest field is an example of the guest attribute related to the guest attribute.

The PMSDB has one record for one guest room. The data of each sub-field of the guest field is acquired at the time of reservation reception, or is input by the person in charge at the front desk at the time of check-in. For guests who have stayed in the past, it may be obtained from the data recorded at the time of the past stay.

The description will be continued by taking the record of room 333 in FIG. 3 as an example. In each subfield of the representative field, the age, address, gender and nationality of the representative "Ichiro Tanaka" are recorded. A "1" in the number of companions field indicates that a total of two people, the representative "Ichiro Tanaka" and one companion, will stay. "Couple" in the related field means that the two people staying in Room 333 are a couple.

"June 21st" in the check-out date field means that guests staying in Room 333 will check out on June 21st. Special notes The "silver wedding anniversary" in the field means that the couple staying in room 333 will have a silver wedding anniversary. "Not arrived" in the status field means that you have not checked in yet.

The description will be continued by taking the record of Room 334 in FIG. 3 as an example. In each subfield of the representative field, the age, address, gender and nationality of the representative "Min Wang" are recorded. A "3" in the number of companions field indicates that a total of four people, the representative "Min Wang" and three companions, will stay. "Family" in the related field means that the four people staying in Room 334 are with their families.

"June 30" in the check-out date field means that guests staying in Room 334 will check out on June 30. Special notes "Two toddlers" in the field means that two of the four who stay in Room 334 are toddlers. "Checked in" in the status field means that the check-in has been completed.

FIG. 4 is an explanatory diagram illustrating a record layout of the speaker DB 41. The speaker DB 41 is a DB that records the speaker ID (Identifier) uniquely assigned to the smart speaker 20 in association with the installation location. In the present embodiment, the speaker ID is used as a specific example for identifying the smart speaker 20, but the user interface identifier for identifying the user interface may be any information for identifying the user interface. It may be the room number of the guest room in which the user interface is installed, the IP address assigned to the user interface, or the like.

The speaker DB 41 has a speaker ID field and an installation location field. The installation location field has an accommodation name field and a room number field. The speaker ID is recorded in the speaker ID field. The name of the accommodation is recorded in the accommodation name field. The room number of the guest room is recorded in the room number field. The speaker DB 41 has one record for one smart speaker 20.

FIG. 5 is an explanatory diagram illustrating a record layout of the cleaning state DB 44. The cleaning state DB 44 is a DB that records the guest room and the cleaning state in association with each other. The cleaning status DB 44 has an accommodation facility name field, a room number field, and a status field. The status field has a cleaning field, a confirmation field and a special note field.

The name of the accommodation is recorded in the accommodation name field. The room number of the guest room is recorded in the room number field. In the cleaning field, the work status of the cleaning staff is recorded. “Not” in the cleaning field indicates that cleaning is possible, but cleaning has not been completed yet. "No" in the cleaning field indicates that the guest cannot be cleaned due to reasons such as staying. "End" in the cleaning field indicates that cleaning is complete.

The confirmation field records the work status of the confirmer. "No" in the confirmation field indicates that the cleaning status cannot be confirmed because the cleaning has not been completed or the guest is staying. "Not" in the confirmation field indicates that cleaning has been completed and confirmation is possible. "End" in the confirmation field indicates that the confirmation after cleaning has been completed.

In the special notes column, special notes regarding cleaning are recorded. For example, in the special notes column of Room 306, it is recorded that cleaning and confirmation need to be completed by "13:00".

FIG. 6 is a state transition diagram illustrating the state transition of the cleaning state DB 44. "No" is recorded in the cleaning and confirmation fields when the guest is checked in, or when the guest who has been out returns and receives the room key from the front desk.

When the guest room is ready to be cleaned, such as when the guest requests cleaning, when the check-out is performed, or when the guest leaves the room key at the front desk and goes out, the cleaning field will be filled with "Not yet". Is recorded.

When the cleaning staff finishes cleaning and is ready for confirmation, "finished" is recorded in the cleaning field and "not yet" is recorded in the confirmation field. If the confirmer determines that re-cleaning is necessary, "not yet" is recorded in the cleaning field and "impossible" is recorded in the confirmation field. If the confirmer determines that the cleaning was successful, an "end" is recorded in the cleaning and confirmation fields. At the same time, the PMS server 15 is notified that the cleaning and confirmation of the guest room has been completed.

FIG. 7 is a sequence diagram showing an outline of the operation of the information processing system 10. The cleaning state DB44 is updated by a checkout process or the like at the front desk (step S800). An employee in charge of the guest room who receives a request for cleaning verbally or by telephone from the guest may operate the personal computer or the like to update the cleaning state DB 44.

The user speaks to the smart speaker 20, for example, "clean" or "finished". The voice is acquired by the microphone 26 (step S801). The CPU 21 transmits the voice data obtained by converting the acquired voice into an electric signal, the image taken by the camera 28, and the speaker ID to the voice response server 14 (step S802).

The voice response server 14 performs voice recognition based on the voice data and converts the user's request into a character string (step S811). The voice response server 14 performs semantic analysis based on the converted character string and determines the meaning of the user's request (step S812). The voice response server 14 performs an emotion analysis that estimates the user's emotion at the time of utterance based on the voice data (step S813). Since known methods can be used for speech recognition, semantic analysis, and emotion analysis, the details thereof will be omitted. Information such as voice tone and speed may be used for emotion analysis.

The voice response server 14 is based on the semantic analysis result and the emotion analysis result. It is determined whether or not there is an inquiry to the management server 30 (step S814). For example, when the user requests general information such as weather forecast or traffic information, the voice response server 14 determines that the inquiry to the management server 30 is unnecessary.

When it is determined that the inquiry to the management server 30 is unnecessary, the voice response server 14 collects information from the WEB service or the like via the network and creates voice data related to the response to the user. The voice response server 14 transmits voice data to the smart speaker 20, and the smart speaker 20 outputs a response by voice. Since the processing performed by the voice response server 14 when the inquiry to the management server 30 is not performed is known, the description thereof will be omitted in detail.

When the user makes a statement regarding the cleaning of the guest room, the voice response server 14 determines that an inquiry to the management server 30 is necessary. The voice response server 14 transmits the user's remark content obtained by analyzing the voice data, the image taken by the camera 28, and the speaker ID to the management server 30 (step S821).

Hereinafter, an outline of processing when it is determined that an inquiry to the management server 30 is necessary will be described. The details of the processing of the portion surrounded by the broken line will be described later.

The CPU 31 determines whether or not the cleaning state DB 44 needs to be updated based on the content of the statement (step S822). When it is determined that it is necessary, the CPU 31 updates the cleaning state DB 44. Specifically, the CPU 31 searches the cleaning state DB 44 using the speaker ID as a key and extracts records. The CPU 31 updates the status field of the extracted record.

The CPU 31 determines whether or not a response to the user is necessary (step S823). For example, when it is determined that the content of the statement is a soliloquy of the user, or when it is determined that the conversation is with another user, the CPU 31 determines that neither the update of the cleaning state DB44 nor the response to the user is necessary. , No further processing is performed.

For example, when the cleaning staff speaks as "finished", the CPU 31 determines that a response regarding the cleaning status of the neighboring guest room is necessary, and acquires the necessary information from the PMS server 15. If it is determined to respond to the user, the CPU 31 transmits the response content to the voice response server 14 (step S824).

The voice response server 14 creates an answer by natural voice based on the received information (step S831). The voice response server 14 transmits the voice data and the image related to the answer to the smart speaker 20 (step S832). The CPU 21 displays the received image on the touch panel 25 and outputs sound from the speaker 27 (step S833).

FIG. 8 is a flowchart illustrating a process flow of the program. FIG. 8 will be used to more specifically describe the flow of processing performed by the CPU 31 in the portion surrounded by the broken line in FIG. 7.

The CPU 31 receives the user's remark content, the image taken by the camera 28, and the speaker ID transmitted by the voice response server 14 in step S821 described above (step S851). The CPU 31 searches the speaker DB 41 using the received speaker ID as a key, and acquires the accommodation facility name and room number in which the smart speaker 20 is installed (step S852).

The CPU 31 determines whether or not the user, that is, the guest, requests cleaning of the guest room based on the content of the statement received in step S851 (step S853). When it is determined that the guest room is requested to be cleaned (YES in step S853), the CPU 31 activates the cleaning request processing subroutine (step S854). The cleaning request processing subroutine is a subroutine that accepts a cleaning request from a guest. The processing flow of the subroutine of cleaning request processing will be described later. After that, the CPU 31 ends the process.

If it is determined that the guest room cleaning is not requested (NO in step S853), the CPU 31 determines whether or not the user, that is, the guest room cleaning staff has reported the start of cleaning (step S861). When it is determined that the start of cleaning is reported (YES in step S861), the CPU 31 activates the subroutine of the cleaning start process (step S862). The subroutine of the cleaning start process is a subroutine that provides information to the person in charge of cleaning. The processing flow of the subroutine of the cleaning start processing will be described later. After that, the CPU 31 ends the process.

If it is determined that the start of cleaning has not been reported (NO in step S861), the CPU 31 determines whether or not the user has reported the end of cleaning (step S866). When it is determined that the completion of cleaning is reported (YES in step S866), the CPU 31 determines whether or not the user is a predetermined cleaning person (step S867). The determination is executed based on, for example, a user's image taken by the camera 28, voiceprint authentication, input of a predetermined password, or the like.

The designated cleaning person means a person who is hired by the accommodation facility and is in charge of cleaning work, or a person who is hired by a cleaning company entrusted with cleaning work by the accommodation facility and is in charge of cleaning work at the accommodation facility. do. The designated cleaning staff may mean not only those who are employed but also those who have received sufficient training and are certified to be qualified to work at the accommodation facility. A predetermined cleaning person may mean a specific cleaning person assigned a cleaning person of a specific room at a specific date and time. A predetermined cleaning person may mean a person who meets a predetermined condition such as being an employee of a predetermined cleaning company.

In any case, the information necessary for the determination in step S867, such as the name, face photo, voiceprint, and password of the predetermined cleaning person, is stored in the auxiliary storage device 33 or an external server connected via the network. It is recorded in.

When it is determined that the person in charge of cleaning is a predetermined person (YES in step S867), the CPU 31 updates the cleaning state DB 44 (step S868). Specifically, as described with reference to FIG. 6, the CPU 31 records "finished" in the cleaning field and "not yet" in the confirmation field of the record relating to the guest room being cleaned. If it is determined that the person is not the person in charge of cleaning (NO in step S867), or after the end of step S868, the CPU 31 ends the process.

When it is determined that the cleaning completion is not reported (NO in step S866), the CPU 31 determines whether or not the user has reported the confirmation completion (step S871). When it is determined that the confirmation completion is reported (YES in step S871), the CPU 31 determines whether or not the user is a predetermined confirmation person (step S872).

The designated confirmation person is a person who is hired by the accommodation facility to check the cleaning work, or is hired by a cleaning company entrusted with the cleaning work by the accommodation facility and is in charge of checking the cleaning work at the accommodation facility. Means the one who does. The designated confirmation person may mean not only a person who is employed but also a person who has received sufficient training and is certified to be qualified to confirm the cleaning work at the accommodation facility. .. The predetermined confirmation person may mean a person who is assigned a confirmation person of a specific guest room at a specific date and time. The predetermined confirmation person may mean a person who meets the specified conditions such as being an employee of the accommodation facility.

The same person may be the person in charge of cleaning in one guest room and the person in charge of checking in another room. The person in charge of confirmation and the person in charge of cleaning may be divided into departments or companies to which they belong.

In any case, the information necessary for the determination in step S872, such as the name, face photo, voiceprint, and password of the predetermined confirmer, is stored in the auxiliary storage device 33 or an external server connected via the network. It is recorded in.

When it is determined that the person in charge of confirmation is a predetermined person (YES in step S872), the CPU 31 updates the cleaning state DB 44 (step S873). Specifically, when the person in charge of confirmation reports that it is necessary to perform re-cleaning, the CPU 31 records "not yet" in the cleaning field and "impossible" in the confirmation field.

When the person in charge of confirmation reports that the cleaning has been performed correctly, the CPU 31 records "end" in the cleaning field and the confirmation field. The CPU 31 notifies the PMS server 15 that the cleaning and confirmation of the guest room has been completed.

If it is determined that the confirmation completion has not been reported (NO in step S871), if it is determined that the person is not the person in charge of confirmation (NO in step S872), or after the end of step S873, the CPU 31 ends the process.

FIG. 9 is a flowchart illustrating a processing flow of a subroutine for cleaning request processing. The cleaning request processing subroutine is a subroutine that accepts a cleaning request from a guest.

The CPU 31 transmits the room number of the guest room to the PMS server 15 via the PBX 16 and requests information about the guest (step S901). The CPU 31 acquires the information about the guest recorded in the PMS 15 (step S902). The information about the guest includes the information recorded in one record of the PMSDB described with reference to FIG.

The CPU 31 determines whether or not the guest is staying consecutive nights (step S903). When it is determined that the nights are consecutive nights (YES in step S903), the CPU 31 confirms by when the cleaning should be completed (step S904).

For example, if it is determined from the image taken by the camera 28 that the guest is preparing to go out, the CPU 31 tells the guest via the smart speaker 20, "You are out. What time do you plan to return? Ask. The CPU 31 performs voice recognition and semantic analysis of the guest's response to acquire the scheduled return time. The CPU 31 determines that a time earlier than the acquired time is the cleaning deadline.

For example, when a reservation for a restaurant, tea room, massage, etc. in an accommodation facility is recorded in PMS, the CPU 31 determines that a time earlier than the scheduled end time of use is the cleaning deadline. When the guest specifies a specific cleaning deadline, the CPU 31 determines that the deadline specified by the guest is the cleaning deadline.

The CPU 31 calculates the scheduled cleaning end time based on the standard cleaning time, and even if the smart speaker 20 asks, "The cleaning is scheduled to be completed by 3 o'clock. Is that okay?" good. If the guest agrees, the CPU 31 determines that the time when the guest is consulted is the cleaning deadline.

The CPU 31 updates the cleaning state DB 44 (step S905). Specifically, as described with reference to FIG. 6, the CPU 31 records “not yet” in the cleaning field and “impossible” in the confirmation field of the record relating to the guest room being used by the guest. The CPU 31 records the cleaning deadline and other requests from the guest in the remarks field. After that, the CPU 31 ends the process.

The CPU 31 may execute step S905 after confirming that the guest has left the guest room through an image or the like taken by the camera 28.

When it is determined that the nights are not consecutive nights (NO in step S903), the CPU 31 waits for the notification that the guest has checked out (step S906). The notification is automatically notified, for example, when the person in charge at the front desk processes the checkout. The CPU 31 may appropriately access the PMS server 15 to check whether or not the checkout is recorded.

After confirming that the guest has checked out, the CPU 31 updates the cleaning state DB 44 (step S907). Specifically, as described with reference to FIG. 6, the CPU 31 records “not yet” in the cleaning field and “impossible” in the confirmation field of the record relating to the guest room used by the guest. After that, the CPU 31 ends the process.

In step S906, the CPU 31 may settle the accommodation fee and activate the system that executes the checkout procedure. Since the system for performing check-out procedures in the guest room has been used conventionally, the explanation is omitted.

FIG. 10 is a flowchart illustrating a processing flow of the subroutine of the cleaning start processing. The subroutine of the cleaning start process is a subroutine that provides information to the person in charge of cleaning.

The CPU 31 determines whether or not the user is a predetermined cleaning person (step S911). The determination is executed based on, for example, a user's image taken by the camera 28, voiceprint authentication, input of a predetermined password, or the like.

If it is determined that the person is not the person in charge of cleaning (NO in step S911), the CPU 31 ends the process. If it is determined that the person is in charge of cleaning (YES in step S911), the CPU 31 transmits the room number of the guest room to the PMS server 15 via the PBX 16 and requests information about the guest (step S912).

The CPU 31 acquires the information about the guest recorded in the PMS 15 (step S913). The information about the guest includes the information recorded in one record of the PMSDB described with reference to FIG.

The CPU 31 extracts information to be notified to the cleaning staff from the acquired information (step S915). For example, in the case of an accommodation facility where bath towels, cups, etc. are prepared according to the number of guests, the CPU 31 extracts the number of guests. In the case of an accommodation facility where amenities such as cosmetics are prepared according to the gender of the guest, the CPU 31 extracts the number of guests by gender. In the case of an accommodation facility that provides amenities for infants, the CPU 31 extracts the presence or absence of infants, their age, and the like.

The CPU 31 outputs the information extracted to the smart speaker 20 via the voice response server 14 (step S916). After that, the CPU 31 ends the process. The cleaning staff can arrange the guest room to meet the needs of the guest based on the information output from the smart speaker 20.

According to the present embodiment, it is possible to provide an information processing system 10 that controls a device in an accommodation facility, specifically, a room indicator 17, based on an instruction by voice. Since instructions can be given in natural language, it is possible to provide an information processing system 10 that can be easily used not only by employees such as cleaning workers but also by guests.

When the guest requests cleaning via the smart speaker 20, the information is directly reflected in the room indicator 17 without the input work by the person in charge at the front desk or the like. It is possible to provide an information processing system 10 that can promptly respond to a guest's request without a time lag associated with input work.

According to the present embodiment, the cleaning staff or the like can operate the room indicator 17 by voice through the smart speaker 20 even when both hands are blocked by the cleaning tool or the like. That is, the cleaning worker or the like can operate the room indicator 17 without stopping the work. Therefore, the results of the cleaning work and the confirmation work are promptly reflected in the room indicator 17. As described above, it is possible to provide the information processing system 10 in which the front desk staff or the like can grasp the situation of the guest room without a time lag and guide the guest.

According to this embodiment, the screen of the room indicator 17 can be displayed on the information processing terminal 18 carried by the cleaning staff or the like. Therefore, the person in charge of cleaning or the like can judge the situation and make an appropriate judgment without returning to the cleaning preparation room or the like where the room indicator 17 is installed.

By using the smart speaker 20 installed in each guest room for the user interface, it is possible to provide the information processing system 10 in which the user does not need to input the guest room number or the like.

In the program described with reference to FIG. 8, it is determined in steps S867 and S872 whether or not the person in charge is a predetermined person, and the cleaning state DB 44 is updated only when it is determined that the person in charge is a predetermined person. Therefore, it is possible to prevent incorrect information from being registered in the cleaning state DB 44 due to mischief of an outsider or the like, resulting in omission of cleaning and omission of confirmation.

In the subroutine of the cleaning start process described with reference to FIG. 10, the CPU 31 ends the process when it is determined in step S911 that the person is not the person in charge of cleaning. Therefore, it is possible to prevent the leakage of the guest's personal information to outsiders.

If it is determined in step S911 that the person is not the person in charge of cleaning, the CPU 31 may end the process after recording the image, voice, etc. of the person who reported the start of measurement in the auxiliary storage device 33. By separately analyzing the recorded information, it is possible to identify the cause of the cleaning start processing subroutine being activated by a person who is not the person in charge of cleaning. Possible causes include, for example, omission of registration of the cleaning staff, misrecognition in step S861 of FIG. 8, mischief by the guest, and the like.

By using the cleaning start processing subroutine, the cleaning staff can arrange the guest room according to the guest. Therefore, it is possible to provide the information processing system 10 that contributes to the improvement of guest satisfaction.

In an accommodation facility where the guest room arrangement is not changed depending on the guest, the determination in step S861 and the activation of the subroutine of the cleaning start process in step S862 can be omitted in the program described with reference to FIG.

If it is determined in step S911 or step S867 that the person is not the person in charge of cleaning, or if it is determined in step S872 that the person is not the person in charge of confirmation, the CPU 31 may output a notification to the front desk of the accommodation facility, the security room, or the like. At this time, it is desirable that the CPU 31 be able to view the video captured through the camera 28 and the audio acquired via the microphone 26 at the front desk or the security room. It is possible to detect a suspicious person who has invaded the accommodation facility at an early stage under the guise of a cleaning staff or a confirmation staff.

The CPU 31 may record the change log of the cleaning state DB 44 in the auxiliary storage device 33. By separately analyzing the change log, for example, it is possible to calculate the cleaning time required for each cleaning person, the frequency at which the confirmation person determines that re-cleaning is necessary, and the like. As a result, the ability of the cleaning staff can be assessed and the work efficiency can be managed.

The room indicator 17 does not have to have a display. Employees of the accommodation facility can operate the information processing terminal 18 as needed to check the information of the room indicator 17. The function of the room indicator 17 may be realized by a combination of the management server 30 and an external diff play.

[Embodiment 2]
The present embodiment relates to an information processing system 10 that arranges a guest room using a recommendation model created by machine learning. The description of the parts common to the first embodiment will be omitted.

FIG. 11 is an explanatory diagram illustrating an outline of the recommendation model of the second embodiment. The recommendation model is a model that accepts input data such as guest attributes and weather, and outputs output data related to the maintenance status of the guest room. The user's attributes include the user's attributes recorded on the PMS server 15, the guest's request acquired via the smart speaker 20, and the guest's emotions estimated by analyzing the user's voice. User attributes include what is recorded in each subfield of the guest field described with reference to FIG.

The output data types A, B, and the like are types of guest rooms in a state of maintenance that combine, for example, the temperature setting of the air conditioner, the types of drinks to be put in the refrigerator, the types of amenities such as shampoo, and the like. The recommendation model outputs the recommended probabilities for each type.

The recommendation model is created by machine learning such as deep learning, for example, based on the teacher data collected by a veteran chambermaid selecting a guest room maintenance status for various input data by a questionnaire to the chambermaid. .. The recommendation model may be a program or the like in which a decision tree that determines the maintenance status of the guest room is coded based on the input data.

In the present embodiment, in step S915 of the subroutine of the cleaning start process described with reference to FIG. 10, the CPU 31 inputs the PMS information and the weather acquired from the weather forecast site on the Internet or the like into the recommendation model. The CPU 31 acquires the recommended probabilities of each type from the recommendation model, and outputs the type with the highest recommended probability in step S916.

As for the output, for example, "Type B is recommended. The set temperature of the air conditioner is 22 degrees, the refrigerator has 3 bottles of mineral water containing gas and 2 cans of beer." , It is also displayed on the display unit 251. The cleaner will arrange the guest rooms according to the output.

According to this embodiment, guest rooms can be arranged according to the attributes of guests and the weather. For example, in the case of a guest whose PMS server 15 records that he / she does not drink alcohol, he / she can put a large amount of soft drinks in the refrigerator instead of alcoholic drinks such as beer. From the above, it is possible to provide the information processing system 10 that improves the satisfaction level of the guest.

[Embodiment 3]
The present embodiment relates to an information processing system 10 that controls a robot 80 that carries luggage in an accommodation facility. The description of the parts common to the first embodiment will be omitted. The robot 80 is an example of a device in an accommodation facility that is controlled based on a voice instruction.

FIG. 12 is an explanatory diagram illustrating the configuration of the information processing system 10 of the third embodiment. The information processing system 10 includes a robot 80 in addition to the above-mentioned smart speaker 20, information processing terminal 18, room indicator 17, management server 30, voice response server 14, PBX 16, and PMS server 15.

The robot 80 includes a CPU 81, a main storage device 82, an auxiliary storage device 83, a communication unit 84, a touch panel 85, a microphone 86, a speaker 87, a camera 88, a bus, and a traveling actuator (not shown). The CPU 81 is an arithmetic control device that executes the program of the present embodiment. As the CPU 81, one or more CPUs, a multi-core CPU, or the like is used. The CPU 81 is connected to each part of the hardware constituting the robot 80 via a bus.

The main storage device 82 is a storage device for SRAM, DRAM, flash memory, and the like. The main storage device 82 temporarily stores information necessary during the processing performed by the CPU 81 and the program being executed by the CPU 81.

The auxiliary storage device 83 is a storage device such as a SRAM, a flash memory, or a hard disk. The auxiliary storage device 83 stores a program to be executed by the CPU 81 and various data necessary for executing the program.

The communication unit 84 is an interface for performing data communication between the robot 80 and the network. The touch panel 85 includes a display unit 851 such as a liquid crystal display panel and an input unit 852 laminated on the display unit 851. The robot 80 is a transport robot that transports a load to a designated destination.

FIG. 13 is an explanatory diagram illustrating a record layout of the cleaning state DB 44 according to the third embodiment. The cleaning state DB 44 is a DB that records the guest room and the cleaning state in association with each other. The cleaning status DB 44 has an accommodation facility name field, a room number field, and a status field. The status field has a cleaning status field and a special note field.

The name of the accommodation is recorded in the accommodation name field. The room number of the guest room is recorded in the room number field. The cleaning status is recorded in the cleaning status field. "No" in the cleaning status field indicates that the guest cannot be cleaned due to reasons such as staying. "Waiting for delivery" indicates a state of waiting for delivery of items used for guest room maintenance such as sheets, bath towels and shampoo.

"Waiting for cleaning" indicates a state of waiting for work by the cleaning staff. "Waiting for collection" indicates a state of waiting for collection of used bath towels, garbage, and the like. "Waiting for confirmation" indicates a state of waiting for confirmation by the person in charge of confirmation. "End" indicates that cleaning and confirmation have been completed and the guest is ready to be welcomed.

FIG. 14 is a state transition diagram illustrating the transition of the cleaning state according to the third embodiment. "No" is recorded in the cleaning status field when the guest is checked in, or when the guest who has been out returns and receives the room key from the front desk.

When the guest room is ready to be cleaned, such as when the guest requests cleaning, when the check-out is performed, or when the guest leaves the room key at the front desk and goes out, the cleaning status field will indicate " "Waiting for delivery" is recorded. The robot 80 delivers the necessary items to the guest room. "Waiting for cleaning" is recorded in the cleaning status field after delivery or if there are no items to deliver.

When the cleaning staff finishes cleaning, "waiting for collection" is recorded in the cleaning status field. The robot 80 goes to the guest room and collects the goods. "Waiting for confirmation" is recorded in the cleaning status field after collection is complete or if there are no items to collect. The cleaning staff inputs the presence or absence of items that need to be collected via the smart speaker 20.

When the person in charge of confirmation finishes the confirmation and determines that there is no problem, "finished" is recorded in the cleaning status field, and the PMS server 15 is notified that the cleaning and confirmation of the guest room are completed. If the confirmer determines that re-cleaning is required, "waiting for cleaning" is recorded in the cleaning status field.

FIG. 15 is a flowchart illustrating a processing flow of the program of the third embodiment. The program described with reference to FIG. 15 is a program for controlling delivery by the robot 80, and is executed in parallel with the program described with reference to FIG.

The CPU 31 searches the cleaning status DB 44 and acquires a record in which "waiting for delivery" or "waiting for collection" is recorded in the cleaning status field (step S921). The CPU 31 determines the delivery source and the delivery destination based on the acquired record (step S922). Specifically, in the case of "waiting for delivery", the delivery source is a linen room or the like, and the delivery destination is a guest room. In the case of "waiting for collection", the delivery source is the guest room and the delivery destination is the waste collection room.

The CPU 31 instructs the robot 80 to deliver the delivery source and the delivery destination (step S923). The CPU 81 receives the instruction (step S941). The CPU 81 moves to the delivery source (step S942). The CPU 81 receives the article (step S943).

The receipt of the article may be executed by the CPU 81 operating an actuator or the like to load the article, or by another machine or a human being loading the article on the robot 80. For example, when a human puts an article on the robot 80, the CPU 81 displays the necessary article and the delivery destination on the display unit 851. A human person selects an appropriate item by looking at the displayed contents, puts it on the robot 80, and then operates the input unit 852 to instruct the robot to go to the delivery destination.

The CPU 81 moves the robot 80 to the delivery destination (step S944). The CPU 81 unloads the article (step S945). The work of unloading the article may be executed by the CPU 81 operating an actuator or the like to load the article, or by another machine or a human being unloading the article from the robot 80.

The CPU 81 notifies the management server 30 that the delivery has been completed (step S946). The CPU 31 receives the notification (step S925). The CPU 31 updates the cleaning state DB 44 (step S926). Specifically, as described with reference to FIG. 13, when the delivery is completed, "waiting for cleaning" is recorded in the cleaning status field. When the collection is completed, "waiting for confirmation" is recorded in the cleaning status field.

The CPU 31 determines whether or not to end the process (step S927). For example, when the cleaning service time of the guest room ends (YES in step S927), the CPU 31 determines that the process ends. If it is determined that the process is not completed (NO in step S927), the CPU 31 returns to step S921. If it is determined that the process is finished, the CPU 31 ends the process.

The CPU 31 may acquire a plurality of records in step S921 and instruct the robot 80 to sequentially go around the plurality of guest rooms in step S923.

According to the present embodiment, it is possible to provide an information processing system 10 that does not require the cleaning staff to carry the articles used for the maintenance of the guest room. The burden on the cleaning staff can be reduced. In addition, since the cleaning staff does not have to return to the cleaning preparation room or the like to replenish the articles, the efficiency of the cleaning work can be improved.

[Modification-1]
The robot 80 may deliver cleaning tools used by cleaning personnel such as rags, mops, detergents and vacuum cleaners, in addition to items provided to guests such as sheets, bath towels and shampoos. The goods provided to the guest and the cleaning tools may be delivered by the same robot 80 or by different robots 80.

When the cleaning staff cleans a plurality of guest rooms in succession, the robot 80 that carries the cleaning tools may move together with the cleaning staff. Specifically, the robot 80 delivers the cleaning tool to the room where the cleaning is scheduled to be performed first, and waits for the arrival of the cleaning staff. The cleaning staff cleans the guest room using the cleaning tool delivered by the robot 80.

After the cleaning is completed, the cleaning staff either mounts the cleaning tool on the robot 80 or instructs the robot 80 to mount the cleaning tool. The person in charge of cleaning operates the information processing terminal 18, confirms the status of the room indicator 17, and determines the next guest room to be cleaned. The cleaning staff operates the input unit 852 to instruct the robot 80 to move to the next guest room. The robot 80 delivers the cleaning tool to the designated guest room.

According to this modification, since it is not necessary for the cleaning staff to carry the cleaning tools, it is possible to provide the information processing system 10 that reduces the burden on the cleaning workers.

The robot 80 may carry used bath towels, dust, and the like together with cleaning tools. It is possible to provide an information processing system 10 that transitions to a "waiting for confirmation" state without going through the "waiting for collection" state described with reference to FIG. 14 at the end of cleaning the guest room. In this case, when the cleaning staff finishes a series of cleanings and returns to the cleaning preparation room, the robot 80 moves to the waste collection room or the like and unloads the loaded used bath towels and dust.

The CPU 31 may instruct the robot 80 to instruct the robot 80 to perform cleaning next. The robot 80 is equipped with a cleaning tool and moves to the designated guest room. The CPU 81 may display the guest room to be cleaned next, which is instructed by the CPU 31, on the display unit 851.

The cleaning staff moves with the robot 80 to clean the next guest room. Since it is not necessary for the cleaning staff to determine the next guest room to be cleaned, it is possible to provide the information processing system 10 in which even an inexperienced cleaning staff can efficiently proceed with the work.

[Modification 2]
Rooms "waiting for cleaning" may be concentrated at specific times such as before and after check-out time. Such a concentrated time zone can be predicted based on past actual statistics and the occupancy rate of guest rooms on the day.

In this modification, the CPU 31 calculates the estimated number of guest rooms that can be cleaned during the concentrated time zone for each floor of the accommodation facility. The CPU 31 causes the robot 80 to deliver the required number of articles to the temporary storage locations provided for each floor based on the predicted number. The robot 80 or a cleaning worker carries necessary items from the temporary storage place to the guest room for cleaning.

It is possible to provide an information processing system 10 capable of promptly delivering and cleaning articles to each guest room by predicting necessary articles and delivering them to a temporary storage place. Even if the time from the check-out time to the check-in time of the next guest is short, it is possible to provide the information processing system 10 that can smoothly maintain the guest room.

For example, a large robot 80 having a large load capacity delivers an article from a linen room or a warehouse to a temporary storage place, and a small robot 80 delivers an article from the temporary storage place to each guest room. An information processing system 10 that delivers goods without obstructing the passage of guests can be provided in a corridor or the like in front of a guest room.

[Embodiment 4]
The present embodiment relates to an information processing system 10 in which a robot 80 delivers various articles. The description of the parts common to the third embodiment will be omitted.

FIG. 16 is an explanatory diagram illustrating a record layout of the transport DB according to the fourth embodiment. The transportation DB is a DB that records the delivery source, the delivery destination, the goods to be delivered, and the delivery status in association with each other. The transportation DB has an accommodation facility name field, a delivery source field, a delivery destination field, an article field, and a status field.

The name of the accommodation is recorded in the accommodation name field. The location of the delivery source is recorded in the delivery source field. The name of the delivery destination is recorded in the delivery destination field. The goods to be delivered are recorded in the goods field. The state of the article is recorded in the state field. "End" indicates that the delivery destination has arrived. "Move" indicates that the delivery source is moving to the delivery destination. "Before receipt" indicates that the robot 80 has not yet been mounted. The initial value of the status field is "before receipt".

For example, the record at the bottom of FIG. 16 is created when the cleaning person finishes cleaning and updates the cleaning state DB 44. The CPU 31 records the room number recorded in the room number field of the updated record in the cleaning state DB 44 in the delivery source field of the record added to the transportation DB.

The top record of FIG. 16 is created when the guest requests room service for meals via the smart speaker 20. Specifically, the CPU 31 searches the speaker DB 41 using the speaker ID of the smart speaker 20 that has received the guest's request as a key, and extracts a record. The CPU 31 records the room number recorded in the room number field of the extracted record in the delivery destination field of the record added to the transportation DB.

The second record from the top of FIG. 16 is created when the guest requests the cleaning of tableware after room service via the smart speaker 20. Specifically, the CPU 31 searches the speaker DB 41 using the speaker ID of the smart speaker 20 that has received the guest's request as a key, and extracts a record. The CPU 31 records the room number recorded in the room number field of the extracted record in the delivery source field of the record added to the transportation DB.

In the transportation DB, the records added by the CPU 31 as described above, the records automatically generated by the room service ordering system, and the records manually created by the employees of the accommodation facility are recorded in a mixed manner. You may.

FIG. 17 is a flowchart illustrating a processing flow of the program of the fourth embodiment. The program described with reference to FIG. 17 is a program for controlling delivery by the robot 80, and is executed in parallel with the program described with reference to FIG. The robot 80 has an appropriate transportation mechanism for each application, such as for food transportation and garbage collection.

The CPU 31 searches the transport DB and acquires a record in which "before receipt" is recorded in the status field (step S951). The CPU 31 selects the robot 80 to be used for delivery based on the article recorded in the article field of the acquired record (step S952).

The CPU 31 instructs the robot 80 of the delivery source, the delivery destination, and the article (step S953). The CPU 81 receives the instruction (step S971). The CPU 81 moves to the delivery source (step S972). The CPU 81 receives the article (step S973). The CPU 81 notifies the management server 30 that the article has been received (step S974).

The CPU 31 receives the notification (step S954). The CPU 31 updates the transport DB (step S955). Specifically, "moving" is recorded in the status field.

The CPU 81 moves the robot 80 to the delivery destination (step S975). The CPU 81 unloads the article (step S976). The work of unloading the article may be executed by the CPU 81 operating an actuator or the like to load the article, or by another machine or a human being unloading the article from the robot 80.

The CPU 81 notifies the management server 30 that the delivery has been completed (step S977). The CPU 31 receives the notification (step S956). The CPU 31 updates the transport DB (step S957). Specifically, "end" is recorded in the status field.

The CPU 31 determines whether or not to end the process (step S958). For example, when the room service time ends, the CPU 31 determines that the process ends. If it is determined that the process is not completed (NO in step S958), the CPU 31 returns to step S951. If it is determined to end the process (YES in step S958), the CPU 31 ends the process.

The CPU 31 may acquire a plurality of records in step S951 and instruct the robot 80 to sequentially go around the plurality of guest rooms in step S953.

According to this embodiment, it is possible to provide an information processing system 10 that delivers various articles to the robot 80.

The CPU 31 may determine the details of the article by using the recommendation model described in the second embodiment. The case where the guest requests the delivery of shampoo via the smart speaker 20 will be described as an example.

The CPU 31 determines the guest attributes based on the user attributes recorded on the PMS server 15, the guest requests acquired via the smart speaker 20, the guest emotions estimated by analyzing the user's voice, and the like. get. The CPU 31 accepts the guest's attributes and weather, and selects a recommendation model that outputs output data regarding the shampoo brand recommended to the guest. The CPU 31 inputs the guest attributes and the weather into the selected recommendation model. The CPU 31 determines the brand of shampoo to be delivered to the guest room based on the output data.

As described above, the information processing system 10 that provides shampoo according to the gender, age, etc. of the guest can be realized.

The case where the guest requests the room service for dinner via the smart speaker 20 will be described as an example. For example, when a guest places an order with a large discretion on the accommodation side such as "chef's recommended course", the CPU 31 accepts the guest's attributes and weather and outputs output data regarding the dinner recommended to the guest. Select the recommended model to do. The output data is the probability that the guest prefers each dish such as a main dish and a side dish.

The CPU 31 inputs the guest attributes and the weather into the selected recommendation model. The CPU 31 acquires the output data and transmits it to the kitchen via the network. The cook in the kitchen looks at the output data and assembles a course meal that suits the guest's taste. The cook causes the robot 80 to carry the cooked food.

As described above, the information processing system 10 that supports the provision of dishes according to the tastes of the guests can be realized.

[Embodiment 5]
FIG. 18 is a functional block diagram of the information processing apparatus according to the fifth embodiment. The information processing device includes an acquisition unit 91 and a device control unit 92. The acquisition unit 91 acquires voice data from the user interface 20 installed in the guest room of the accommodation facility. The device control unit 92 includes a device control unit 92 that controls the devices 17 and 80 in the accommodation facility based on the voice data acquired by the acquisition unit 91 and the user interface identifier that identifies the user interface 20.

[Embodiment 6]
The present embodiment relates to a mode in which a management server 30 for the information processing system 10 of the present embodiment is realized by operating a general-purpose computer 90 and a program 97 in combination. FIG. 19 is an explanatory diagram showing the configuration of the information processing system 10 of the sixth embodiment. The description of the parts common to the first embodiment will be omitted.

The information processing system 10 of the present embodiment includes a smart speaker 20, a voice response server 14, a PMS server 15, a PBX 16, a room indicator 17, an information processing terminal 18, and a computer 90 connected via a network. The computer 90 includes a CPU 31, a main storage device 32, an auxiliary storage device 33, a communication unit 34, a reading unit 36, and a bus.

Program 97 is recorded on the portable recording medium 96. The CPU 31 reads the program 97 via the reading unit 36 and stores it in the auxiliary storage device 33. Further, the CPU 31 may read the program 97 stored in the semiconductor memory 98 such as the flash memory mounted on the computer 90. Further, the CPU 31 may download the program 97 from the communication unit 34 and another server computer (not shown) connected via a network (not shown) and store the program 97 in the auxiliary storage device 33.

The program 97 is installed as a control program of the computer 90, loaded into the main storage device 32, and executed. As a result, the computer 90 functions as the management server 30 described above.

[Embodiment 7]
The present embodiment relates to an information processing system 10 that uses a robot 80 to perform confirmation work after cleaning is completed. The description of the parts common to the first embodiment will be omitted.

FIG. 20 is an explanatory diagram illustrating the configuration of the information processing system 10 of the seventh embodiment. The information processing system 10 includes a smart speaker 20, an information processing terminal 18, a room indicator 17, a management server 30, a voice response server 14, a PMS server 15, a PBX 16, and a robot 80.

The robot 80 of the present embodiment includes a CPU 81, a main storage device 82, an auxiliary storage device 83, a communication unit 84, a touch panel 85, a microphone 86, a speaker 87, a plurality of cameras 88, an odor sensor 89, and a bus. It is equipped with a traveling actuator. The CPU 81 is an arithmetic control device that executes the program of the present embodiment. As the CPU 81, one or more CPUs, a multi-core CPU, or the like is used. The CPU 81 is connected to each part of the hardware constituting the robot 80 via a bus.

The main storage device 82 is a storage device for SRAM, DRAM, flash memory, and the like. The main storage device 82 temporarily stores information necessary during the processing performed by the CPU 81 and the program being executed by the CPU 81.

The auxiliary storage device 83 is a storage device such as a SRAM, a flash memory, or a hard disk. The auxiliary storage device 83 stores the confirmation condition DB 45, the program to be executed by the CPU 81, and various data necessary for executing the program. The confirmation condition DB 45 may be stored in the auxiliary storage device 33 of the management server 30 or another server connected to the robot 80 via the network.

The communication unit 84 is an interface for performing data communication between the robot 80 and the network. The touch panel 85 includes a display unit 851 such as a liquid crystal display panel and an input unit 852 laminated on the display unit 851.

The plurality of cameras 88 are arranged at a plurality of heights, for example, about 5 cm above the floor, about 1 meter above the floor, and about 1.5 meters above the floor. The camera 88 is attached to the hand of the robot 80 and may be movable to any position. Cameras 88 with a plurality of viewing angles and sensitivities may be mounted on the robot 80. The camera 88 may be a so-called 360 degree camera.

The odor sensor 89 is a sensor that detects an odor substance that causes an odor that the guest feels unpleasant.

The robot 80 is a cleaning confirmation robot that automatically moves to a designated room, takes an image, and records an odor according to a predetermined procedure. The robot 80 has a manipulator that opens and closes the doors of the bathroom and the closet. The robot 80 may also serve as the transport robot described in the third embodiment.

In the auxiliary storage device 33, the confirmation result DB 46 is stored in addition to the speaker DB 41, the cleaning state DB 44, the program to be executed by the CPU 31, and various data necessary for executing the program.

The confirmation result DB 46 may be recorded in an external large-capacity storage device connected to the management server 30 or another server connected to the management server 30 via a network.

FIG. 21 is an explanatory diagram illustrating the record layout of the confirmation condition DB 45. The confirmation condition DB 45 is a DB that records the room number, the room condition, the shooting location for confirmation, and the shooting conditions in association with each other. The confirmation condition DB 45 has a room number field, a status field, a place field, a reference image field, and a shooting condition field. The shooting condition field includes a camera field, a camera position field, and a camera orientation field. The confirmation condition DB 45 has one record for one confirmation location.

The room number is recorded in the room number field. The status field records whether the room is for consecutive nights or has been checked out. “Consecutive nights” in FIG. 21 means a room for consecutive nights. If the room has been checked out, "Checked out" is recorded in the status field.

In the place field, the place where the image is taken is recorded. A standard image of the shooting target location is recorded in the reference image field. In the camera field, which camera 88 is used among the plurality of cameras 88 mounted on the robot 80 is recorded.

In the camera position field, coordinates indicating the position of the camera at the time of shooting are recorded. In the camera orientation field, coordinates indicating the orientation of the camera at the time of shooting are recorded. The coordinates are expressed in three-dimensional coordinates using, for example, the door of each guest room as a reference. By doing so, the same value can be used for the camera position field and the camera orientation field in the same type of guest room. The coordinates may be represented by three-dimensional coordinates using a specific place in the accommodation facility as a reference.

The shooting condition field may have subfields for recording shutter speed, sensitivity, focal length, and the like.

Note that the shooting location recorded in the location field may differ depending on whether the status field is "checked out" or "consecutive nights". For example, in the case of "consecutive nights", it is not necessary to include "in the closet" or the like as a shooting target.

FIG. 22 is an explanatory diagram illustrating the record layout of the confirmation result DB 46. The confirmation result DB 46 is a DB that records the confirmation result performed in each guest room based on the confirmation condition DB 45 in association with the room number and the confirmation date and time.

The confirmation result DB 46 has a room number field, a confirmation date and time field, a status field, a location field, and a result field. The result field has an appearance field and an odor field. The appearance field includes an image data field and an appearance determination field. The odor field has an odor data field and an odor determination field. The confirmation result DB46 has one record for one confirmation of one place.

The room number is recorded in the room number field. In the confirmation date / time field, the date and time when the robot 80 started the confirmation work of the guest room is recorded. The status field records whether the room is for consecutive nights or has been checked out.

The place where the image was taken is recorded in the place field. The location recorded in the location field corresponds to the location field of the confirmation condition DB 45 described with reference to FIG. In the image data field, data of an image taken by the camera 88 based on the shooting conditions recorded in the shooting condition field of the inspection condition DB 45 is recorded.

In the appearance determination field, the determination result determined by the CPU 31 based on each image is recorded. “Normal” indicates that the CPU 31 has determined that the degree of similarity with the reference image recorded in the reference image field of the inspection condition DB 45 is equal to or greater than a predetermined threshold value. When the CPU 31 determines that the similarity with the reference image is less than a predetermined threshold value, "abnormality" is recorded in the appearance determination field.

The odor data acquired by the odor sensor 89 is recorded in the odor data field. The odor data is, for example, text data that records the concentration or amount of the odorant substance measured by the odor sensor 89. It is desirable that the odor sensor 89 measures the concentration of each of the plurality of odorous substances. Experts can analyze the data obtained by measuring the concentrations of each of the multiple odorous substances to clarify the cause of the odor and take countermeasures.

In the odor determination field, the determination result regarding the odor detected by the odor sensor is recorded. “Normal” indicates that the odorant is below a predetermined threshold, that is, the CPU 31 determines that the odor is within the reference range. When the CPU 31 determines that the concentration of the odorous substance is equal to or higher than a predetermined threshold value, "abnormality" is recorded in the odor determination field.

FIG. 23 is a flowchart illustrating a processing flow of the program of the seventh embodiment. The CPU 31 waits for confirmation from the cleaning state DB 44, that is, extracts a guest room for which cleaning has been completed and confirmation after cleaning has not been completed (step S501). The CPU 31 transmits the extracted room number of the guest room to the robot 80 (step S502). In step S502, the CPU 31 realizes the function of an entry instruction unit that allows the confirmation robot 80 to enter the guest room after cleaning.

The room number is an example of information about the guest room to be confirmed. The CPU 31 may transmit, for example, the position information of the guest room to be confirmed or the movement route to the guest room to the robot.

The CPU 81 receives the room number (step S601). The CPU 81 searches for the confirmation condition using the received room number as a key, and acquires the confirmation condition (step S602). The CPU 81 moves to the guest room corresponding to the received room number (step S603). The CPU 81 autonomously moves the robot 80 to the destination based on a map of the accommodation facility, wireless beacons arranged in various places of the accommodation facility, an image taken by the camera 88, and the like. Since a system for autonomously traveling a moving body such as a robot 80 to a destination is known, the description thereof will be omitted.

The CPU 81 enters the guest room (step S604). The CPU 81 moves to a place where an image is taken according to the confirmation condition acquired in step S602 (step S605). The CPU 81 takes a picture in accordance with the confirmation conditions acquired in step S602 for the position and orientation of the camera 88 (step S606).

It is desirable that the CPU 81 adjusts the position, orientation, and setting of the camera 88 so as to have a high degree of similarity to the reference image before shooting. By doing so, the CPU 81 can capture an image having the same layout as the reference image.

The similarity of images can be quantitatively evaluated by using an arbitrary method such as MSE (Mean Square Error), PSNR (Peak Signal-to-Noise ratio) or SSIM (Structural Similarity). Since various methods are known for evaluating the similarity of images, the description thereof will be omitted.

The CPU 81 transmits the captured image and the data of the odor sensor acquired at the time of capture to the management server 30 (step S607). The CPU 81 determines whether or not the imaging of the images under all the conditions acquired in step S602 has been completed (step S608). If it is determined that the process has not been completed (NO in step S608), the CPU 81 returns to step S605.

The loop processing of steps S605 to S608 will be described with reference to specific examples. In the first step S605, the CPU 81 opens the door of the guest room and moves to the entrance. In the following step S606, the CPU 81 is No. The image seen from the entrance of the guest room is taken by using the camera 88 of 1.

In the second step S605, the CPU 81 opens the bathroom door and moves to the entrance of the bathroom. In the following step S606, the CPU 81 is No. The camera 88 of 4 is used to take an image of the entire bathroom. The CPU 81 may turn on the lights in the bathroom before taking an image. The robot 80 may be equipped with a lighting device for photographing. No. When the camera 4 is a camera for shooting in a dark place, the CPU 81 may shoot an image without turning on the lighting.

In the third step S605, the CPU 81 moves the camera 88 to a position looking into the bathtub. In the following step S606, the CPU 81 is No. Use the camera of 2 to take an image of the inside of the bathtub. As described above, by sequentially taking images according to the conditions defined in the confirmation condition DB 45, the CPU 81 comprehensively takes an image of a place where an error may occur during cleaning.

When it is determined that the image shooting under all the conditions has been completed (YES in step S608), the CPU 81 leaves the guest room (step S609). If the instruction of the place to be confirmed next is not received, the CPU 81 moves to a predetermined standby place.

When the predetermined shooting location cannot be reached due to the obstacle such as the trunk of the guest in step S605, the CPU 81 takes an image of the obstacle in step S606.

The CPU 31 receives the image and the odor sensor data transmitted from the robot 80 (step S511). In step S511, the CPU 31 realizes the function of the image acquisition unit that acquires the image captured by the camera mounted on the robot 80. The CPU 31 creates a new record in the confirmation result DB 46, and records the received data in the image data field and the odor data field, respectively. The CPU 31 analyzes the received data (step S512).

For example, the CPU 31 detects an object from a received image by an object detection method such as R-CNN (Regional Convolutional Neural Network), YOLO (You Only Look Once), or SSD (Single Shot Multibox Detector). For example, when the specified equipment is not arranged at the specified place, the CPU 31 determines that the appearance of the guest room is abnormal. The CPU 31 may determine that there is no abnormality when the degree of similarity between the image received in step S511 and the predetermined reference image is high, and that there is an abnormality when the degree of similarity is low.

The CPU 31 may make a determination using a learning model that outputs whether the image is normal or abnormal when the image is input. Such a learning model can be generated by performing supervised learning using training data in which a large number of combinations of images and the presence or absence of abnormalities are recorded. The CPU 31 records "normal" or "abnormal" in the appearance determination field of the confirmation result DB 46.

The CPU 31 determines that there is an odor abnormality when an odor molecule having a predetermined threshold value or more is detected based on the data of the odor sensor. The CPU 31 records "normal" or "abnormal" in the odor determination field of the confirmation result DB46. In step S512, the CPU 31 realizes the function of the confirmation unit for confirming the cleaning state of the guest room.

The CPU 31 determines whether or not the acquisition of data has been completed (step S513). For example, when the CPU 31 repeats steps S511 to S513 a predetermined number of times, the CPU 31 determines that the acquisition of data has been completed. The CPU 31 determines that the acquisition of predetermined data has been completed when the robot 80 receives a signal indicating that the last image has been transmitted, or when the robot 80 receives a signal indicating that the robot 80 has left the guest room. May be good. If it is determined that the process has not been completed (NO in step S513), the CPU 31 returns to step S511.

When it is determined that the cabin has been completed (YES in step S513), the CPU 31 determines whether or not the state of the guest room is "normal" (step S514). Specifically, the CPU 31 determines that the state of the guest room is normal when "normal" is recorded in all the appearance judgment fields and the odor judgment field, and the state of the guest room is not normal in other cases. Is determined.

If it is determined to be "normal" (YES in step S514), the CPU 31 extracts a record relating to the confirmed room number from the cleaning state DB 44 and records "end" in the confirmation field (step S515). When it is determined that it is not "normal" (NO in step S514), the CPU 31 extracts a record related to the confirmed room number from the cleaning state DB 44 and records "waiting for reconfirmation" in the confirmation field (step S516). "Waiting for reconfirmation" is an example of a record meaning that the cleaning state is determined not to be "normal".

The CPU 31 notifies the staff of the accommodation facility that the “waiting for reconfirmation” has occurred via a room indicator, a text message, or the like (step S517). The staff confirms the data recorded in the confirmation result DB 46, and if necessary, goes to the guest room to reconfirm the cleaning state.

The CPU 31 may record the confirmation result using the robot 80 and the confirmation result by a human confirmation person in the cleaning state DB 44 in a distinguishable manner. The CPU 31 may display the confirmation result using the robot 80 and the confirmation result by a human confirmation person on the room indicator 17 in a distinguishable manner.

After the end of step S515 or step S518, the CPU 31 determines whether or not to end the process (step S518). For example, when the provision time of the guest room cleaning service ends, the CPU 31 determines that the process ends. If it is determined that the process does not end (NO in step S518), the CPU 31 returns to step S501. If it is determined to end (YES in step S518), the CPU 31 ends the process.

The CPU 31 may take a picture in the guest room by remotely controlling the camera 28 of the smart speaker 20 and other cameras installed in the guest room instead of the robot 80 or in addition to the robot 80.

According to this embodiment, it is possible to provide an information processing system 10 that uses the robot 80 to perform confirmation work after cleaning is completed.

If it is determined in step S512 that there is an abnormality in the image, the CPU 31 may instruct the robot 80 to additionally capture an image of the surroundings. The CPU 31 also records the additionally captured image in the confirmation result DB 46. The staff member who received the notification in step S517 can promptly determine the necessity of redevelopment by checking the additionally captured image.

If it is determined in step S512 that there is an abnormality in the odor, the CPU 31 may remotely control the air conditioning equipment in the guest room to raise the ventilation level. The CPU 81 may execute the analysis in step S512 and send the analysis result together with the image or the like to the management server.

The CPU 81 may check the cleaning state of common areas such as corridors and lounges. The CPU 81 may check the cleaning state of the corridor or the like while moving to the guest room based on the instruction of the management server 30.

[Embodiment 8]
The present embodiment relates to an information processing system 10 that proposes a service when an explicit request from a guest is not received. In the following description, the format for proposing a service when an explicit request is not received is described as a push type. The description of the parts common to the first embodiment will be omitted.

FIG. 24 is an explanatory diagram illustrating an outline of the recommendation model of the eighth embodiment. The recommendation model is a model that accepts the guest's attributes, weather, date and time, and outputs information about the service to be proposed to the guest. The guest attributes include the guest attributes recorded on the PMS server 15, the guest requests acquired via the smart speaker 20, and the guest emotions estimated by analyzing the guest voices. Guest attributes include what is recorded in each subfield of the guest field described with reference to FIG.

The output data shows the probability that each service that can be provided to the guest will be accepted by the guest. In the example shown in FIG. 24, the probability that "Wine-1" will be accepted by the guest is 30%, and the probability that "Wine-2" will be accepted by the guest is 25%. The output of the recommended model is not limited to room service that brings goods to the guest room. For example, a restaurant reservation or a transportation reservation may be made.

The recommendation model is created by machine learning such as deep learning based on teacher data collected from orders received from various guests in the past, for example. The recommendation model may be a program or the like in which a decision tree that determines the maintenance status of the guest room is coded based on the input data. The recommendation model realizes the function of the service determination unit that determines the service recommended to the guest.

FIG. 25 is an explanatory diagram illustrating the output of the smart speaker 20 according to the eighth embodiment. The CPU 31 outputs a service proposed to the guest via the smart speaker 20. The output is performed by, for example, a display on the touch panel 25 and an output from the microphone 26. The output may be performed from either the touch panel 25 or the microphone 26. The output may be from a television or radio in the room.

For example, when the guest responds to the effect of agreeing to the proposal, such as "ask", the CPU 31 notifies the person in charge of room service of the guest's request. For example, when a response from the guest requesting another proposal such as "non-alcoholic is better" is obtained, the CPU 31 obtains the guest's request by a chatbot via the smart speaker 20.

FIG. 26 is a flowchart illustrating a processing flow of the program of the eighth embodiment. The CPU 31 determines whether or not the guest is in the room (step S521). For example, when the room key is deposited at the front desk, or when the restaurant or the like is reserved, the CPU 31 determines that the guest is not in the room.

When it is determined that the guest is in the room (YES in step S521), the CPU 31 determines whether or not the guest is sleeping (step S522). For example, the CPU 31 acquires data from a sleep sensor arranged in the guest room and determines whether or not the guest is sleeping. As the sleep sensor, for example, a type installed under a mattress, a type installed on the bedside, and the like are known, and details thereof will be omitted. The CPU 31 may detect whether or not the lighting in the guest room is on and determine whether or not the person is sleeping.

When it is determined that the guest is not sleeping (NO in step S522), the CPU 31 analyzes the guest attributes recorded in the PMS server 15, the guest request acquired via the smart speaker 20, and the guest voice. Based on the guest's emotions and the like estimated in the above, the guest's attributes are acquired (step S523). In step S523, the CPU 31 realizes the function of the attribute acquisition unit that acquires the attributes of the guest.

The CPU 31 inputs the guest attributes, the weather, and the date and time into the recommendation model described with reference to FIG. 24, and acquires the output service information (step S524). The CPU 31 deletes a service that cannot be provided to the guest due to reasons such as out of stock or the end of the service provision time, among the services determined to have a high probability of being accepted by the guest (step S525). The CPU 31 determines whether or not the remaining service includes a service whose probability of being accepted by the guest exceeds a predetermined threshold value (step S526).

If it is determined that it exists (YES in step S526), the CPU 31 proposes a service to the guest as described with reference to FIG. 25 (step S527). The CPU 31 determines whether or not the guest has responded to the proposal via the smart speaker 20 (step S528). In step S528, the CPU 31 realizes the function of the reception unit that accepts the necessity of providing the proposed service.

When it is determined that the guest has not responded (NO in step S528), the CPU 31 records the content of the proposal and the fact that it did not respond to the proposal in the guest attribute (step S529). When it is determined that the reaction has occurred (YES in step S528), the CPU 31 receives the details of the guest's request via the chatbot or the like (step S531). The CPU 31 records the guest's request content in the guest's attribute (step S532). The CPU 31 notifies the department in charge of the content requested by the guest (step S533).

If the chatbot cannot fully grasp the guest's request in step S531, the CPU 31 takes over the response to, for example, the person in charge at the front desk.

When it is determined that the guest is not present (NO in step S521), when it is determined that the guest is sleeping (YES in step S522), and when it is determined that the guest does not exist (NO in step S526). After the end of step S529 or the end of step S533, the CPU 31 ends the process.

According to this embodiment, it is possible to provide an information processing system 10 that proposes a push-type service to a guest. By adding the guest's reaction to the proposal to the guest's attributes, it is possible to provide the information processing system 10 that enhances the accuracy of the proposal to the regular customers.

If the appropriate proposal is output, the guest can order the service with a single word, for example, "ask". Therefore, it is possible to provide the information processing system 10 in which the guest can easily enjoy the service.

[Embodiment 9]
The present embodiment relates to an information processing system 10 that provides a service based on the physical condition information of a guest. The description of the parts common to the eighth embodiment will be omitted.

FIG. 27 is an explanatory diagram illustrating the output of the smart speaker 20 according to the ninth embodiment. The CPU 31 proposes a service or the like to the guest based on the physical condition information of the guest. The proposal is made, for example, by displaying on the touch panel 25 and outputting from the microphone 26. The proposal may be made from either the touch panel 25 or the microphone 26. Proposals may be made from in-room television or radio.

The physical condition information is, for example, the depth of sleep, heart rate, respiratory rate, body temperature, etc. acquired from a sleep sensor arranged in the guest room. The physical condition information may be the body temperature measured by a non-contact thermometer placed in the guest room or in the corridor or the like. The physical condition information may be blood pressure and heart rate measured by a sphygmomanometer placed in a guest room or in a common facility. A sensor that detects the physical condition of the guest from excrement may be installed in the toilet in the guest room. The physical condition information may be the presence or absence of blurring of the guest's voice acquired by the smart speaker 20. The physical condition information may be a subjective physical condition acquired by the smart speaker 20 based on a conversation with the guest.

In the example shown in FIG. 27, the smart speaker 20 outputs a proposal regarding the reservation of a nearby clinic. The CPU 31 may propose, for example, providing a supplement useful for improving the physical condition of the guest, or changing the setting of the air conditioning temperature. The CPU 31 may automatically change the temperature setting of the air conditioner by remote control without making a proposal to the guest.

FIG. 28 is a flowchart illustrating a processing flow of the program of the ninth embodiment. The CPU 31 is based on the guest's attributes recorded on the PMS server 15, the guest's request acquired via the smart speaker 20, the guest's voice, and the guest's emotions estimated by analyzing the guest's voice. Acquire the attribute (step S541).

The CPU 31 acquires the physical condition information of the guest (step S542). The CPU 31 determines whether or not there is an abnormality in the physical condition of the guest (step S543). For example, the CPU 31 determines that the physical condition is abnormal when the body temperature exceeds 37.5 degrees, the heartbeat rhythm is abnormal, or the respiratory rhythm is abnormal. The CPU 31 may change the threshold value for determining an abnormality based on the attribute acquired in step S541.

When it is determined that there is an abnormality (YES in step S543), the CPU 31 determines whether or not there is a serious abnormality (step S544). For example, if the body temperature exceeds 40 degrees, or if the heartbeat rhythm indicates ventricular fibrillation, the CPU 31 determines that it is a serious abnormality.

If it is determined that the abnormality is serious (YES in step S544), the CPU 31 calls out to the guest via the smart speaker 20 such as "It seems that the fever is very high. Do you want to call for help?" ( Step S545). When there is a reply from the guest, the CPU 31 talks with the guest via the smart speaker 20 by the chatbot.

For example, when the guest accidentally holds hot coffee over the body temperature sensor, or when there is no abnormality in the physical condition, the abnormal condition is resolved by calling out. The CPU 31 determines whether or not the abnormal state has been resolved (step S546). If it is determined that the problem has not been resolved (NO in step S546), the CPU 31 notifies the staff of the accommodation facility of the state of the guest (step S547).

When it is determined that the abnormality is not serious (NO in step S544), the CPU 31 determines the service to be provided to the guest based on the guest's attributes and physical condition information (step S551). The determination is made based on a rule-based method, such as a decision tree that divides cases based on various information such as the presence or absence of fever, the presence or absence of appetite, age, gender, nationality, and depth of sleep.

The CPU 31 provides the guest with a service that is expected to contribute to improving the physical condition of the guest (step S552). For example, as described with reference to FIG. 27, the CPU 31 proposes to the guest a reservation for a nearby clinic via the smart speaker 20. The CPU 31 may change the room temperature by remotely controlling the air conditioning equipment.

When it is determined that there is no abnormality (NO in step S543), when it is determined that the problem has been resolved (YES in step S546), the CPU 31 ends the process after the end of step S547 or the end of step S552.

According to the present embodiment, it is possible to provide an information processing system 10 that detects and deals with an abnormality in the physical condition of a guest. It is possible to provide an information processing system 10 that automatically notifies the staff when the guest is in a serious condition that he / she cannot ask for help.

For example, when an infectious disease accompanied by fever such as COVID-19 is prevalent, the CPU 31 notifies the staff or an infectious disease expert when a fever exceeding the reference value is detected, and the guest goes out. You may ban it.

When the CPU 31 determines that there is no abnormality in the physical condition of the guest (NO in step S543), the CPU 31 may acquire a service for further improving the health of the guest and provide the guest with the service.

[Modification example]
FIG. 29 is an explanatory diagram illustrating an outline of the recommendation model used in the modified example of the ninth embodiment. The recommendation model is a model that accepts guest attributes and guest physical condition information and outputs information on services that improve the guest's physical condition. The guest attributes include the guest attributes recorded on the PMS server 15, the guest requests acquired via the smart speaker 20, and the guest emotions estimated by analyzing the guest voices. Guest attributes include what is recorded in each subfield of the guest field described with reference to FIG.

The output of the recommendation model of this embodiment is the probability that various services such as changing the air conditioning settings in the guest room, providing supplements such as vitamins, and making reservations for nearby clinics are expected to contribute to improving the physical condition of the guest. Is.

In this modification, in step S551, the CPU 31 inputs the guest's attributes and the guest's physical condition information into the recommendation model described with reference to FIG. 29, and acquires the output service information. The CPU 31 determines the service to be provided to the guest by extracting an item having a high probability from the output of the recommendation model.

[Embodiment 10]
FIG. 30 is a functional block diagram of the information processing apparatus according to the tenth embodiment. The information processing device includes an attribute acquisition unit 71, a service determination unit 72, an output unit 73, and a reception unit 74. The attribute acquisition unit 71 acquires the attributes of the guest. The service determination unit 72 determines the service recommended to the guest based on the attributes acquired by the attribute acquisition unit 71. The output unit 73 outputs information about the service determined by the service determination unit 72 in a push type via the user interface 20 installed in the guest room where the guest is staying. The reception unit 74 receives the necessity of providing the service output by the output unit 73 via the user interface 20.

[Embodiment 11]
FIG. 31 is a functional block diagram of the information processing system 10 of the eleventh embodiment. The information processing system 10 includes an information processing device 30 and a robot 80. The information processing device 30 includes an entry instruction unit 75, an image acquisition unit 76, and a confirmation unit 77.

The entry instruction unit 75 causes the robot 80 to enter the guest room after cleaning. The image acquisition unit 76 acquires an image taken by the camera 88 mounted on the robot 80. The confirmation unit 77 confirms the cleaning state based on the image acquired by the image acquisition unit 76.

The robot 80 includes a moving unit 78 and a camera 88. The moving unit 78 moves to the guest room where cleaning has been completed. The camera 88 captures an image used for confirming the cleaning state in the guest room.

In each of the embodiments described above, the information processing system 10 mainly used in the hotel has been described. A hotel is an example of accommodation. Accommodation facilities that use the information processing system 10 are not limited to hotels. An accommodation facility is a facility where accommodation is possible, and is an accommodation room, that is, an arbitrary facility having a guest room. Specific examples of accommodation facilities include inns, private lodging facilities, real estate, hospitals, long-term care facilities, condominiums and villas.

A guest is an example of a person staying at an accommodation facility. The person staying at the accommodation facility may be the owner of the accommodation facility or each room included in the accommodation facility. The person staying at the accommodation may be the family, relatives, friends or acquaintances of these owners.

The case where the accommodation facility is a long-term care facility will be described as an example. The server of the system that stores the information of the person requiring long-term care who is staying realizes the function of the PMS server 15 in each embodiment. A display that lists the status of cleaning and confirmation of each room in the long-term care facility realizes the function of the room indicator 17 in each embodiment.

That is, the PMS server 15 is an example of a server that stores information about a person staying at an accommodation facility. The room indicator 17 is an example of a display device that displays a list of cleaning and confirmation statuses of each room of the accommodation facility.

The technical features (constituent requirements) described in each embodiment can be combined with each other, and by combining them, a new technical feature can be formed.
The embodiments disclosed this time should be considered as exemplary in all respects and not restrictive. The scope of the present invention is indicated by the scope of claims, not the above-mentioned meaning, and is intended to include all modifications within the meaning and scope equivalent to the scope of claims.

(Appendix 1)
Acquire the acquired data from the user interface installed in the guest room of the accommodation facility,
A program that causes a computer to execute a process of controlling equipment in the accommodation facility based on the acquired acquired data and a user interface identifier that identifies the user interface.

(Appendix 2)
The device is a program according to Appendix 1, which is a room indicator that displays a list of cleaning states of guest rooms.

(Appendix 3)
The program according to Appendix 2, which outputs to the room indicator that the guest room is waiting for cleaning when the acquired data indicates a cleaning request of the guest room in which the user interface is installed.

(Appendix 4)
When the acquired data indicates the end of work in the guest room where the user interface is installed, it is determined whether or not the user who issued the acquired data is a predetermined person in charge.
The program according to Appendix 2 or Appendix 3 that outputs to the room indicator that the work has been completed when it is determined that the person in charge is a predetermined person.

(Appendix 5)
When the acquired data indicates the completion of confirmation of the work performed in the guest room where the user interface is installed, it is determined whether or not the user who issued the acquired data is a predetermined confirmation person.
The program according to any one of Appendix 2 to Appendix 4, which outputs to the room indicator that the confirmation has been completed when it is determined that the person is in charge of confirmation.

(Appendix 6)
The program according to Appendix 1, wherein the device is a robot that transports goods in the accommodation facility.

(Appendix 7)
The program according to Appendix 6 which outputs an instruction to the robot to carry an article used for cleaning to the guest room when the acquired data indicates a cleaning request of a guest room in which the user interface is installed.

(Appendix 8)
When the acquired data indicates the end of work in the guest room where the user interface is installed,
The program according to Appendix 6 or Appendix 7, which outputs an instruction for the robot to collect an article used for cleaning from the guest room.

(Appendix 9)
When the acquired data indicates a request for transporting an article to a guest room in which the user interface is installed, any one of Appendix 6 to Appendix 8 outputs an instruction to the robot to transport the requested article to the guest room. The program described in.

(Appendix 10)
The program according to any one of Supplementary notes 1 to 9, wherein the acquired data is voice data.

(Appendix 11)
Acquire the acquired data from the user interface installed in the guest room of the accommodation facility,
An information processing method in which a computer executes a process of controlling a device in an accommodation facility based on the acquired acquired data and a user interface identifier that identifies the user interface.

(Appendix 12)
An acquisition department that acquires acquired data from the user interface installed in the guest room of the accommodation facility,
An information processing device including an equipment control unit that controls equipment in the accommodation facility based on the acquired data acquired by the acquisition unit and a user interface identifier that identifies the user interface.

10 Information processing system 14 Voice response server 15 PMS server 16 PBX
17 Room indicator (equipment)
18 Information processing terminal (user interface)
20 Smart speaker (user interface)
21 CPU
22 Main storage device 23 Auxiliary storage device 24 Communication unit 25 Touch panel 251 Display unit 252 Input unit 26 Microphone 27 Speaker 28 Camera 30 Management server (information processing device)
31 CPU
32 Main storage device 33 Auxiliary storage device 34 Communication unit 36 Reading unit 41 Speaker DB
44 Cleaning status DB
45 Confirmation condition DB
46 Confirmation result DB
71 Attribute acquisition unit 72 Service judgment unit 73 Output unit 74 Reception unit 75 Entrance instruction unit 76 Image acquisition unit 77 Confirmation unit 78 Moving unit 80 Robot (equipment)
81 CPU
82 Main storage device 83 Auxiliary storage device 84 Communication unit 85 Touch panel 851 Display unit 852 Input unit 86 Microphone 87 Speaker 88 Camera 89 Odor sensor 90 Computer 91 Acquisition unit 92 Equipment control unit 96 Portable recording medium 97 Program 98 Semiconductor memory

The program extracts information about the guest room that has been cleaned from the database that records the cleaning status of the guest room, and based on the information, the robot is allowed to enter the guest room that has been cleaned, and the image taken by the camera mounted on the robot. Is acquired, and the computer is made to execute the process of confirming the cleaning state based on the image.

Claims (20)

Let the robot enter the guest room that has been cleaned,
The image taken by the camera mounted on the robot is acquired and
A program that causes a computer to execute a process to check the cleaning status based on the above image. The program according to claim 1, wherein the robot is made to take an image having the same layout as a predetermined reference image. The odor data measured by the odor sensor mounted on the robot is acquired, and the odor data is acquired.
The program according to claim 1 or 2, wherein the cleaning state is confirmed based on the image and the odor data. The program according to any one of claims 1 to 3, which determines whether or not the cleaning state of the guest room is normal based on the plurality of images taken in the guest room. The program according to claim 3, wherein it is determined whether or not the cleaning state of the guest room is normal based on the plurality of images taken in the guest room and the odor data. The program according to any one of claims 1 to 5, which records the determination result when it is determined that the cleaning state of the guest room is normal. The program according to any one of claims 1 to 6, which records the determination result and notifies the determination result when it is determined that the cleaning state of the guest room is not normal. The program according to any one of claims 4 to 7, wherein the result of determining whether or not the cleaning state is normal is displayed on the room indicator that displays the cleaning state of the guest room in a list. The program according to any one of claims 1 to 8, wherein the robot transports a cleaning tool to a guest room to be cleaned. The program according to any one of claims 1 to 9, wherein the robot is not allowed to enter the guest room when the guest is staying in the guest room. Information about guest rooms that have been cleaned is extracted from the database that records the cleaning status of guest rooms.
The program according to any one of claims 1 to 10, wherein the robot is instructed to enter a guest room that has been cleaned based on the above information. Get the guest's attributes and
Based on the acquired attributes, the service recommended for the guest is determined, and
Information about the service is output in a push type via the user interface installed in the guest room where the guest is staying.
The program according to any one of claims 1 to 11, which accepts the necessity of providing the service via the user interface. The program according to claim 12, wherein the service recommended to the guest is determined by using a recommendation model that accepts the attributes of the guest and outputs information about the service recommended to the guest. The program according to claim 12 or 13, wherein the guest attribute includes the physical condition information of the guest acquired from a sensor arranged in the accommodation facility. The program according to claim 14, wherein when the physical condition information indicates that the guest's physical condition is abnormal, the staff of the accommodation facility is notified. Let the robot enter the guest room that has been cleaned,
The image taken by the camera mounted on the robot is acquired and
An information processing method that causes a computer to execute a process for confirming the cleaning status based on the image. An entry instruction unit that allows the robot to enter the guest room that has been cleaned,
An image acquisition unit that acquires an image taken by a camera mounted on the robot, and an image acquisition unit.
An information processing device including a confirmation unit for confirming a cleaning state based on the image. A moving part that moves to the guest room that has been cleaned,
A camera that captures images used to check the cleaning status in the guest room,
A robot equipped with. The robot according to claim 18, wherein the image is transmitted to an information processing system that determines a cleaning state based on the image. The robot according to claim 18, wherein the cleaning state is determined based on the image.

Images