JPWO2021205543A5 - - Google Patents

Description

The present invention relates to a conversation control program, a conversation control method, and an information processing apparatus.

In recent years, an increasing number of companies are introducing automatic response systems that use technology called chatbots. Chatbots are computer systems that use artificial intelligence to interact and exchange messages with humans. For example, a chatbot may be used to provide a service that recommends recommended spots.

As a prior art, a guide information providing server transmits map data corresponding to position information acquired as the current position of a mobile terminal device to the mobile terminal device, and the mobile terminal device displays a detailed map on the received map data. Some display a predetermined area having data, distinguishing it from other areas. This portable terminal device displays a map display screen on which a current position display symbol indicating the current position is displayed, and when the current position display symbol is included in a predetermined area displayed separately from other areas on the map display screen. , the detailed map data is acquired from the storage location, and the map data displayed on the map display screen is switched to the acquired detailed map data for display.

JP 2010-169490 A

However, the conventional technology has a problem that the same information is uniformly recommended regardless of the user's situation, and it is impossible to make a recommendation that suits the user.

In one aspect, an object of the present invention is to implement recommendations suited to the user and improve convenience for the user.

In one embodiment, an instruction to start a chat is received from a first information processing terminal located outdoors, external environment information acquired by the first information processing terminal is received, and the received instruction to start a chat is received. in response to, based on the external environment information, starting a chatbot conversation on the first information processing terminal, and based on the information received in the chatbot conversation and the external environment information, map information is output to the first information processing terminal, and when the first information processing terminal detects that the first information processing terminal has entered indoors, recommendation information in which the map information is changed to indoor map information regarding the indoors is output to the first information processing terminal, and in response to handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, a recommendation changed to the indoor map information A conversation control program is provided for updating information and outputting the updated recommendation information to the second information processing terminal.

ADVANTAGE OF THE INVENTION According to one aspect of the present invention, there is an effect that a recommendation suitable for a user can be realized, and convenience for the user can be improved.

FIG. 1 is an explanatory diagram showing a system configuration example of a conversation control system 100. As shown in FIG. FIG. 2 is a block diagram showing a hardware configuration example of the information processing apparatus 101. As shown in FIG. FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103. As shown in FIG. FIG. 4 is an explanatory diagram showing an example of the contents of the script table 120. As shown in FIG. FIG. 5 is an explanatory diagram showing a specific example of a script. FIG. 6 is an explanatory diagram showing an example of the contents stored in the script handover table 130. As shown in FIG. FIG. 7 is a block diagram showing a functional configuration example of the information processing apparatus 101. As shown in FIG. FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100. As shown in FIG. FIG. 9A is an explanatory diagram (part 1) showing an example of a talk screen displayed on the second information processing terminal (outdoor) 103. FIG. FIG. 9B is an explanatory diagram (part 2) showing an example of the talk screen displayed on the second information processing terminal (outdoor) 103 . 10A is an explanatory diagram (part 1) showing an example of a talk screen displayed on the first information processing terminal 102. FIG. FIG. 10B is an explanatory diagram (part 2) showing an example of the talk screen displayed on the first information processing terminal 102 . FIG. 11A is an explanatory diagram (part 1) showing an example of a talk screen displayed on the second information processing terminal (indoor) 103. FIG. FIG. 11B is an explanatory diagram (part 2) showing an example of the talk screen displayed on the second information processing terminal (indoor) 103 . FIG. 12A is an explanatory diagram (part 1) showing an example of a talk screen displayed on the first information processing terminal 102. FIG. FIG. 12B is an explanatory diagram (part 2) showing an example of the talk screen displayed on the first information processing terminal 102 . FIG. 13 is an explanatory diagram (part 3) showing an example of the talk screen displayed on the second information processing terminal (indoor) 103 . FIG. 14 is a flow chart showing an example of the first conversation control processing procedure of the information processing device 101 . FIG. 15 is a flowchart (Part 1) showing an example of the second conversation control processing procedure of the information processing apparatus 101 . FIG. 16 is a flowchart (part 2) showing an example of the second conversation control processing procedure of the information processing apparatus 101 . FIG. 17 is a flowchart showing an example of the third conversation control processing procedure of the information processing device 101. As shown in FIG.

Exemplary embodiments of a conversation control program, conversation control method, and information processing apparatus according to the present invention will be described below in detail with reference to the drawings.

(Embodiment)
First, a system configuration example of the conversation control system 100 including the information processing device 101 according to the embodiment will be described. The conversation control system 100 is applied, for example, to a service that recommends recommended sightseeing spots and shops using a chatbot.

FIG. 1 is an explanatory diagram showing a system configuration example of a conversation control system 100. As shown in FIG. In FIG. 1 , conversation control system 100 includes information processing device 101 , first information processing terminal 102 , multiple second information processing terminals 103 , and operator terminal 104 . In conversation control system 100 , information processing device 101 , first information processing terminal 102 , second information processing terminal 103 and operator terminal 104 are connected via wired or wireless network 110 . The network 110 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.

Here, the information processing device 101 is a computer that controls conversation of a chatbot. The information processing apparatus 101 has, for example, a script table 120 and a script handover table 130 . The contents of the script table 120 and the script inheritance table 130 will be described later with reference to FIGS. 4 and 6. FIG. The information processing device 101 is, for example, a server.

The first information processing terminal 102 and the second information processing terminal 103 are computers that are used by users to have chatbot conversations. The first information processing terminal 102 is, for example, a smartphone carried by a user, a tablet PC (Personal Computer), or the like. The second information processing terminal 103 is, for example, a digital board installed in highly public places such as stations and airports, commercial facilities, shops, and the like, and used by an unspecified number of people.

Some of the second information processing terminals 103 are installed outdoors, and some are installed indoors. For example, the second information processing terminal 103 may be installed outdoors near the entrance/exit of a station or airport. Also, a plurality of second information processing terminals 103 may be installed in the same facility.

In the first information processing terminal 102 and the second information processing terminal 103, the user can search for a desired answer while interacting with the chatbot by, for example, inputting a message or selecting an option. can use the service. The answers are, for example, FAQs (Frequently Asked Questions).

FAQ means "Frequently Asked Questions", and is a collection of questions and answers to expected questions. The question may ask how to solve some problem, or it may be a spoken question. An answer may be an answer that indicates how to solve the question asked, or an answer to a spoken question.

Although illustration is omitted, the information processing apparatus 101 has, for example, an FAQ master, a chat log DB (Database), and the like. The FAQ master stores FAQs. The chat log DB stores chat logs. A chat log is a history of conversations between a user and a chatbot. The chat log is stored in the chat log DB in association with the room ID, for example. A room ID can identify a series of conversations with a chatbot.

The operator terminal 104 is a computer used by an operator. The operator is a person who responds to the user when the conversation is switched from chatbot support to manned support. For example, the operator can communicate with the user using the telephone function of the operator terminal 104, text communication, or the like. The operator terminal 104 is, for example, a PC or a tablet PC.

Here, a chatbot may be used to provide a service that recommends recommended spots in various places. The recommended spots are, for example, stores, event venues, and the like. In stores, for example, recommended products and services are provided. At the event site, for example, a recommended event is held.

However, in providing information on recommended spots, the information to be provided may differ depending on the user's situation. For example, when recommending a store in a commercial facility, it is possible to provide users who have not yet arrived at the commercial facility with useful information on the way to the commercial facility rather than detailed information on the commercial facility. desirable.

On the other hand, it is desirable to provide users who have arrived at the commercial facility with detailed information on the commercial facility, such as information for identifying where the store is located within the commercial facility. That is, if the same information is uniformly recommended regardless of the user's situation, it is not possible to make a recommendation suitable for the user.

Therefore, in the present embodiment, the information processing apparatus 101 considers the external environment (weather, temperature, etc.) and the content of the chatbot conversation outdoors, and selects outdoor recommendation information including map information as the first recommendation information. Output to the information processing terminal 102 . Further, when the first information processing terminal 102 enters indoors, the information processing apparatus 101 outputs to the first information processing terminal 102 indoor recommendation information in which the map information is changed to indoor map information. In addition, the information processing apparatus 101 updates the recommended information for indoor use in accordance with the handover of the conversation from the first information processing terminal 102 to the second indoor information processing terminal 103, and transmits the updated recommended information to the second information processing terminal 103. 2 to the information processing terminal 103 . A conversation control method that achieves recommendations suited to the user and improves the user's convenience will be described.

(Hardware Configuration Example of Information Processing Device 101)
Next, a hardware configuration example of the information processing apparatus 101 will be described.

FIG. 2 is a block diagram showing a hardware configuration example of the information processing apparatus 101. As shown in FIG. 2, an information processing apparatus 101 includes a CPU (Central Processing Unit) 201, a memory 202, a disk drive 203, a disk 204, a communication I/F (Interface) 205, and a portable recording medium I/F 206. , and a portable recording medium 207 . Also, each component is connected by a bus 200 .

Here, the CPU 201 controls the entire information processing apparatus 101 . The CPU 201 may have multiple cores. The memory 202 has, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like. Specifically, for example, a flash ROM stores an OS (Operating System) program, a ROM stores an application program, and a RAM is used as a work area for the CPU 201 . A program stored in the memory 202 is loaded into the CPU 201 to cause the CPU 201 to execute coded processing.

The disk drive 203 controls data read/write with respect to the disk 204 under the control of the CPU 201 . The disk 204 stores data written under the control of the disk drive 203 . Examples of the disk 204 include a magnetic disk and an optical disk.

The communication I/F 205 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the first information processing terminal 102, the second information processing terminal 103, the operator terminal 104 shown in FIG. 1) via the network 110. ). A communication I/F 205 serves as an interface between the network 110 and the inside of the apparatus, and controls input/output of data from an external computer. For the communication I/F 205, for example, a modem, a LAN adapter, or the like can be adopted.

A portable recording medium I/F 206 controls reading/writing of data from/to a portable recording medium 207 under the control of the CPU 201 . The portable recording medium 207 stores data written under control of the portable recording medium I/F 206 . Examples of the portable recording medium 207 include CD (Compact Disc)-ROM, DVD (Digital Versatile Disk), USB (Universal Serial Bus) memory, and the like.

Note that the information processing apparatus 101 may include, for example, an SSD (Solid State Drive), an input device, a display, etc., in addition to the components described above. Further, the information processing apparatus 101 does not have to include, for example, the disk drive 203, the disk 204, the portable recording medium I/F 206, and the portable recording medium 207 among the components described above.

(Hardware Configuration Example of First Information Processing Terminal 102 and Second Information Processing Terminal 103)
Next, hardware configuration examples of the first information processing terminal 102 and the second information processing terminal 103 will be described. However, here, the first information processing terminal 102 and the second information processing terminal 103 are referred to as "information processing terminals 102 and 103".

FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103. As shown in FIG. 3, information processing terminals 102 and 103 include CPU 301, memory 302, display 303, input device 304, communication I/F 305, camera 306, speaker 307, microphone 308, GPS (Global Positioning System) unit 309. Also, each component is connected by a bus 300 .

Here, the CPU 301 controls the entire information processing terminals 102 and 103 . The CPU 301 may have multiple cores. The memory 302 is a storage unit having, for example, ROM, RAM and flash ROM. Specifically, for example, a flash ROM or ROM stores various programs, and a RAM is used as a work area for the CPU 301 . A program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute coded processing.

A display 303 is a display device that displays data such as a cursor, an icon, or a toolbox, as well as documents, images, and functional information. As the display 303, for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.

The input device 304 has keys for inputting characters, numbers, various instructions, etc., and inputs data. The input device 304 may be a touch panel type input pad or numeric keypad, or may be a keyboard or mouse.

The communication I/F 305 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the information processing apparatus 101 and operator terminal 104 shown in FIG. 1) via the network 110 . A communication I/F 305 serves as an interface between the network 110 and the inside of the device, and controls input/output of data from an external device.

A camera 306 is a photographing device that photographs an image (still image or moving image) and outputs image data. The speaker 307 converts the electrical signal into sound and outputs the sound. A microphone 308 receives sound and converts it into an electrical signal.

GPS unit 309 receives radio waves from GPS satellites and outputs position information of information processing terminals 102 and 103 . The position information of the information processing terminals 102 and 103 is, for example, information specifying one point on the earth such as latitude and longitude. Also, as the satellite, for example, a satellite of the quasi-zenith satellite system may be used.

In addition to the components described above, the information processing terminals 102 and 103 include, for example, a HDD (Hard Disk Drive), an SSD, a short-range wireless communication I/F, a portable recording medium I/F, a portable recording medium, and the like. may have Second information processing terminal 103 may not have GPS unit 309 . Further, the operator terminal 104 shown in FIG. 1 can also be realized by the same hardware configuration as the information processing terminals 102 and 103 .

(Stored Contents of Script Table 120)
Next, the contents stored in the script table 120 of the information processing apparatus 101 will be described with reference to FIG. The script table 120 is implemented by a storage device such as the memory 202 and disk 204 shown in FIG. 2, for example.

FIG. 4 is an explanatory diagram showing an example of the contents of the script table 120. As shown in FIG. In FIG. 4, the script table 120 has user attribute/external environment and script fields. Store as a record.

Here, user attribute/external environment indicates a combination of user attribute and external environment. Here, combinations of user attribute IDs (eg, UA1, UA2, UA3) that identify user attributes and external environment IDs (eg, E1, E2, E3) that identify external environments are shown.

A user attribute is information representing characteristics of a user. For example, the user attributes represent age, generation, gender, language used, clothing, presence or absence of companions, location information, and the like. The external environment is information representing the external environment. The outside is, for example, the outside of a building or facility, that is, outdoors. For example, the external environment represents weather, temperature, humidity, time, location, and the like.

A script is information (scenario) that defines the flow of chatbot conversation, and is prepared in association with a combination of user attributes and an external environment. However, here, script IDs (for example, SP1, SP2, SP3) for identifying scripts are shown. For example, frequently-selected FAQs tend to change depending on age and gender. For example, women in their 20s to 40s tend to choose FAQs related to shopping and cafes compared to men of the same age.

Frequently selected FAQs also tend to change depending on language differences. For example, people who speak languages other than Japanese (for example, foreigners) tend to choose FAQs related to tourism and multilingual stores compared to people who speak Japanese. Frequently selected FAQs also tend to change depending on location and weather. For example, in Akihabara, compared to other places, there is a tendency for FAQs related to electronics stores and electronics stores to be selected. FAQs related to indoor facilities such as movie theaters tend to be selected on rainy days compared to sunny days.

Frequently selected FAQs also tend to change depending on the presence or absence of companions. For example, people with children tend to select FAQs about events that children can enjoy and restaurants that children can enter. Also, people with a companion of the opposite sex (for example, couples) tend to choose FAQs about dating spots compared to unaccompanied people.

In the script table 120, scripts corresponding to combinations of user attributes and external environments are prepared in advance. A script may include, for example, information about recommended spots. The information about the recommended spot includes introduction of the recommended spot, map information including the recommended spot, and the like.

For example, the script management information 400-1 indicates script SP1 corresponding to the combination of user attribute UA1 and external environment E1.

A specific example of the script will now be described with reference to FIG.

FIG. 5 is an explanatory diagram showing a specific example of a script. In FIG. 5, script SP1 is information (scenario) that defines the flow of chatbot conversation. However, in FIG. 5, a part of the script SP1 is extracted and displayed.

Specifically, for example, the script SP1 is information defining chat talk processing. The talk process is a process for realizing the operation (behavior) of the chatbot. For example, talk processing includes processing for speaking, processing for displaying options, processing for selecting options according to user operations, processing for performing procedures according to the selected options and input information, and processing for ending talk processing. and so on.

In script SP1, for example, STR-1 indicates the start of talk processing. TXT-1 indicates the process of speaking a message. SLC-2 indicates processing for displaying options of OPT-3 to OPT-8. FAQ-1 is a process of searching and displaying FAQs corresponding to options. ERR-10 indicates error processing. The FAQ search is performed using, for example, an FAQ master (not shown) that the information processing apparatus 101 has.

(Stored contents of script handover table 130)
Next, the contents stored in the script handover table 130 of the information processing apparatus 101 will be described with reference to FIG. The script handover table 130 is implemented by a storage device such as the memory 202 or disk 204, for example.

FIG. 6 is an explanatory diagram showing an example of the contents stored in the script handover table 130. As shown in FIG. 6, the script transfer table 130 has fields of transfer source script, conversation content, user attribute/external environment, transfer destination script, and recommendation information. By setting information in each field, script transfer information (for example, script transfer information 600-1 to 600-3) is stored as a record.

Here, the takeover source script is the takeover source script. The conversation content is information specifying the content of the conversation in the chatbot at the takeover source. For example, the conversation content indicates selected options, input information, and the like in the conversation with the chatbot at the takeover source.

User attribute/external environment indicates a combination of user attribute and external environment. A succession destination script is a succession destination script, and is prepared in association with, for example, a combination of a succession source script, a user attribute, and an external environment. That is, frequently-selected FAQs tend to change due to differences in age, gender, location, weather, etc. Therefore, the script to be passed on is switched according to the combination of user attributes and external environment.

Note that the handover destination script may be prepared in association with a combination of the handover source script, conversation content, user attribute, and external environment. That is, the takeover destination script may be prepared in consideration of not only the user attributes and the external environment, but also the content of the conversation in the chatbot at the takeover source.

The recommendation information is information to be recommended, and includes map information. For example, the recommendation information is information about recommended spots, and includes map information around the recommended spots. The recommendation information is prepared in association with a combination of the inheritance source script, conversation content, user attribute and external environment.

For example, people tend to show different interests depending on age and gender. For example, women in their 20s to 40s tend to be more interested in shopping and cafes than men of the same age. In addition, different languages tend to have different interests. For example, people who speak languages other than Japanese (for example, foreigners) tend to be more interested in sightseeing and multilingual shops than people who speak Japanese.

In addition, there is a tendency for people to show different interests according to differences in location and weather. For example, people in Akihabara tend to show more interest in electronics stores and electronics stores than in other places. People tend to be more interested in indoor facilities such as movie theaters on rainy days than on sunny days. In addition, there is a tendency for different interests to be shown depending on the presence or absence of companions. For example, people with children tend to be interested in events that they can enjoy with their children and restaurants that can be entered with children. Also, people with a companion of the opposite sex (for example, a couple) tend to be more interested in dating spots than those without.

In the script transfer table 130, recommendation information corresponding to combinations of transfer source scripts, conversation contents, user attributes, and external environments is prepared in advance. More specifically, for example, the recommendation information is determined according to the options selected and the information input in the chatbot conversation based on the takeover source script corresponding to the combination of the user attribute and the external environment. be.

For example, the script handover information 600-1 indicates a handover destination script SP1-1 and recommendation information RD1 corresponding to the handover source script SP1, conversation content C1, and user attribute/external environment UA1/E1.

(Example of functional configuration of information processing apparatus 101)
FIG. 7 is a block diagram showing a functional configuration example of the information processing apparatus 101. As shown in FIG. In FIG. 7, the information processing apparatus 101 includes a communication unit 701, a determination unit 702, a conversation control unit 703, and a storage unit 710. Specifically, for example, the communication unit 701 to conversation control unit 703 cause the CPU 201 to execute a program stored in a storage device such as the memory 202, the disk 204, and the portable recording medium 207 shown in FIG. Alternatively, the function is realized by the communication I/F 205 . The processing results of each functional unit are stored in a storage device such as the memory 202 or disk 204, for example. The storage unit 710 is realized by a storage device such as the memory 202 and the disk 204, for example. Specifically, for example, the storage unit 710 stores the script table 120 shown in FIG. 4, the script transfer table 130 shown in FIG. 6, an FAQ master (not shown), a chat log DB, and the like.

The communication unit 701 receives a chat start instruction from the first information processing terminal 102 located outdoors, and receives external environment information acquired by the first information processing terminal 102 . Further, the communication unit 701 receives a chat start instruction from the first information processing terminal 102 located outdoors, and receives user information and external environment information acquired by the first information processing terminal 102. good too.

Here, the chat start instruction is for starting a conversation between the user and the chatbot. The user information is information specifying the user attributes of the first information processing terminal 102 . For example, the user information is information that can identify the age, generation, sex, language, clothes, presence or absence of a wheelchair, presence or absence of a companion, etc. of the user of the first information processing terminal 102 . The external environment information is information specifying the external environment of the first information processing terminal 102 . For example, the external environment information is weather, temperature, humidity, time, location, and other identifiable information.

Specifically, for example, the first information processing terminal 102 may input user information and external environment information through user operation input using the input device 304 (see FIG. 3). In this case, the first information processing terminal 102 transmits the input user information and the external environment information to the information processing apparatus 101 together with the chat start instruction.

In addition, the first information processing terminal 102 acquires user information when detecting a user captured by the camera 306 (see FIG. 3) of the own terminal or in response to user operation input using the input device 304. You can decide. In this case, the first information processing terminal 102 transmits the acquired user information to the information processing apparatus 101 together with the chat start instruction.

More specifically, for example, the first information processing terminal 102 analyzes image information (for example, moving images) captured by the camera 306 to determine the user's age, gender, clothing, presence of a wheelchair, accompanying person, etc. User information such as presence/absence may be acquired. If the user has a companion, the first information processing terminal 102 analyzes the image information captured by the camera 306 and acquires user information such as the companion's age, gender, clothing, and presence or absence of a wheelchair. may

Also, the first information processing terminal 102 may analyze voice information received by the microphone 308 (see FIG. 3) to acquire user information such as the gender and language of the user or companion. Also, the first information processing terminal 102 may acquire external environment information such as weather, temperature, and humidity by using an environment sensor (not shown) or by querying an external server. Also, the first information processing terminal 102 may acquire position information indicating the current position as the external environment information using the GPS unit 309 (see FIG. 3).

Whether or not the first information processing terminal 102 exists outdoors is determined, for example, from the position information of the first information processing terminal 102 . The location information of the first information processing terminal 102 is included in the external environment information, for example. Specifically, for example, the communication unit 701 refers to a map information DB (not shown), and when the position indicated by the position information of the first information processing terminal 102 is outdoors, the first information processing terminal 102 Judging that it exists outdoors.

Also, the communication unit 701 may receive image information captured by the camera 306 as user information. Also, the communication unit 701 may receive voice information received by the microphone 308 as user information. In this case, the information processing apparatus 101 may acquire information representing the features of the user, for example, from the received image information or audio information. That is, the process of analyzing image information and audio information may be performed on the information processing apparatus 101 side instead of on the first information processing terminal 102 side.

Any existing technology may be used as a technology for acquiring information representing user characteristics from image information or audio information. For example, the first information processing terminal 102 or the information processing device 101 uses a technique based on machine learning such as deep learning to determine the age, gender, clothing, language, presence or absence of a wheelchair, companions from image and voice feature amounts. Information such as presence or absence may be extracted.

The determination unit 702 determines a talk script to be applied to the chatbot conversation on the first information processing terminal 102 located outdoors. Specifically, for example, the determination unit 702 refers to the storage unit 710 and determines the talk script based on the external environment information received together with the chat start instruction from the first information processing terminal 102 . Storage unit 710 stores a script corresponding to each of a plurality of external environments.

Further, determination unit 702 refers to storage unit 710 and determines a talk script based on the user information and external environment information received together with the chat start instruction from first information processing terminal 102. good. In this case, the storage unit 710 stores scripts corresponding to multiple combinations of user attributes and external environments.

More specifically, for example, the determining unit 702 identifies the user attribute of the first information processing terminal 102 based on the received user information. Also, the determining unit 702 identifies the external environment of the first information processing terminal 102 based on the received external environment information. Then, the determining unit 702 refers to the script table 120 illustrated in FIG. 4 and determines the script corresponding to the specified combination of the user attribute and the external environment as the talk script.

For example, assume that the user information is "age 'twenties', gender 'female'" and the external environment information is 'weather 'sunny''. In this case, the determining unit 702 identifies the user attribute “twenties×female” based on the user information. Further, the determining unit 702 identifies the external environment “sunny” based on the external environment information. Then, the determining unit 702 refers to the script table 120 and determines the script corresponding to the combination of the user attribute “twenties×female” and the external environment “sunny” as the talk script. A script corresponding to the combination of the user attribute “twenties×female” and the external environment “sunny” is, for example, a script for having conversations about events and shooting spots.

For example, assume that the user information is "age '70s', gender 'male'" and the external environment information is 'weather 'cloudy''. In this case, the determining unit 702 identifies the user attribute “70s×male” based on the user information. Also, the determination unit 702 identifies the external environment “cloudy” based on the external environment information. Then, the determining unit 702 refers to the script table 120 and determines the script corresponding to the combination of the user attribute "70s x male" and the external environment "cloudy" as the talk script. A script corresponding to the combination of the user attribute “man in his 70s” and the external environment “cloudy” is, for example, a script for conversation about gourmet food and rest areas.

The conversation control unit 703 starts a chatbot conversation in the first information processing terminal 102 in response to the received instruction to start a chat. Specifically, for example, the conversation control unit 703 uses the determined talk script to start a chatbot conversation on the first information processing terminal 102 .

More specifically, for example, the conversation control unit 703 causes the chatbot to speak, display options, and execute procedures according to the selected options according to the talk script. A conversation history (chat log) between the chatbot and the user in the first information processing terminal 102 is stored, for example, in a chat log DB (not shown) of the information processing apparatus 101 .

Further, the conversation control unit 703 outputs recommendation information including map information to the first information processing terminal 102 based on the information received in the chatbot conversation and the external environment information. Further, even if the conversation control unit 703 outputs recommendation information including map information to the first information processing terminal 102 based on the information received in the chatbot conversation, the user information, and the external environment information, good.

Here, the recommendation information is information to be recommended to the user, for example, information regarding recommended spots. Recommended spots are, for example, shops in facilities such as commercial facilities and department stores, and event venues. Information on recommended spots includes, for example, introduction of recommended spots, introduction of products and services provided at recommended spots, coupon information usable at recommended spots, and the like.

The map information included in the recommendation information is, for example, map information around recommended spots. The map information includes, for example, a route from the position of the first information processing terminal 102 to recommended spots. The route may include, for example, a route for walking or a route for traveling by car or train. The route is determined, for example, according to user attributes such as age and gender, and external environment such as weather and time.

In the following description, the map information included in the recommendation information may be referred to as "map information Mp".

Specifically, for example, the conversation control unit 703 refers to the storage unit 710 and determines the recommendation information to be output based on the information received in the chatbot conversation and the external environment information. The storage unit 710 stores recommendation information corresponding to each of a plurality of combinations of the content of the chatbot conversation and the external environment. Then, the conversation control unit 703 controls the first information processing terminal 102 to display the decided recommendation information to be output together with the conversation by the chatbot.

Further, the conversation control unit 703 may refer to the storage unit 710 and determine the recommendation information to be output based on the information received in the chatbot conversation, the user information, and the external environment information. In this case, the storage unit 710 stores recommendation information corresponding to each of a plurality of combinations of chatbot conversation content, user attributes, and external environment.

That is, the conversation control unit 703 considers not only the user attributes and the external environment of the first information processing terminal 102, but also the content of the conversation in the chatbot (inputted information, selected options, etc.). determine the recommendation information for Information received in the chatbot conversation is identified from, for example, a chat log DB (not shown).

However, the received information may be information received in a chatbot conversation on the first information processing terminal 102, or may be information received by another information processing terminal different from the first information processing terminal 102, for example, It may be information received in a chatbot conversation on the second information processing terminal 103 .

For example, a chatbot conversation on a digital board (second information processing terminal 103) used by an unspecified number of people may be continued on the user's personal smartphone (first information processing terminal 102). . In this case, the information used to determine the recommendation information to be output may be information received in a chatbot conversation on the digital board (second information processing terminal 103).

More specifically, for example, the communication unit 701 receives an instruction to start a chat including handover information from the first information processing terminal 102 located outdoors, and also receives an external environment acquired by the first information processing terminal 102. Receive information (or user information and external environment information). Here, the chat start instruction including the handover information corresponds to a conversation handover request in the chatbot. The takeover information is information for taking over the chatbot conversation on another information processing terminal.

Here, an operation example when handing over the chatbot conversation in the second information processing terminal 103 to the first information processing terminal 102 will be described. Here, it is assumed that the second information processing terminal 103 is, for example, a digital board installed outdoors such as near the entrance of a station or airport.

In the following description, the second information processing terminal 103 installed outdoors may be referred to as "second information processing terminal (outdoor) 103".

In this case, the communication unit 701 receives, for example, a chat start instruction from the second information processing terminal (outdoor) 103, and transmits user information and external environment information acquired by the second information processing terminal (outdoor) 103. receive. Note that the user information and the external environment information acquired by the second information processing terminal (outdoor) 103 are the same as the user information and the external environment information acquired by the first information processing terminal 102 described above. omitted.

However, the position information of the second information processing terminal (outdoor) 103 may be information indicating the installation position of the second information processing terminal (outdoor) 103 . Information indicating the installation position of the second information processing terminal (outdoor) 103 may be stored in advance in the memory 302 of the second information processing terminal (outdoor) 103, for example.

The determination unit 702 determines a talk script to be applied to the chatbot conversation on the second information processing terminal (outdoor) 103 . Specifically, for example, the determination unit 702 refers to the script table 120, and based on the user information and the external environment information received together with the chat start instruction from the second information processing terminal (outdoor) 103, Decide on a script.

The conversation control unit 703 starts a chatbot conversation on the second information processing terminal (outdoor) 103 in response to the received instruction to start the chat. Specifically, for example, the conversation control unit 703 uses the determined talk script to start a chatbot conversation on the second information processing terminal (outdoor) 103 .

Conversation control unit 703, after starting the conversation by chatbot in second information processing terminal (outdoor) 103, when the content of the conversation received from second information processing terminal (outdoor) 103 satisfies a predetermined condition, handover guidance is output to the second information processing terminal (outdoor) 103 . Here, the conversation content includes, for example, selected options and input messages.

The handover guidance prompts the user to interrupt the conversation on the second information processing terminal (outdoor) 103 and continue the conversation on the first information processing terminal 102 carried by the user. The handover guidance is information from which handover information can be acquired by reading the handover guidance. The takeover information includes information for identifying the takeover source script, such as a script ID.

In addition, the handover information includes information specifying the content of the chatbot conversation at the handover source information processing terminal, for example, the second information processing terminal (outdoor) 103 . For example, the information specifying the content of the conversation may be the information itself received in the chatbot conversation on the second information processing terminal (outdoor) 103 .

Also, the information specifying the content of the conversation may be information specifying the received information, for example, the ID of the chat log. Also, the information specifying the content of the conversation is the information specifying the point where the conversation in the chatbot in the information processing terminal of the takeover source was interrupted (takeover point), for example, identifying the talk process that interrupted the conversation in the chatbot. It may be information.

For example, the handover guidance is displayed on the second information processing terminal (outdoor) 103 as a two-dimensional code such as a QR (Quick Response) code. QR Code is a registered trademark. At this time, the conversation control unit 703 may cause the second information processing terminal (outdoor) 103 to output a message such as "Please read the QR code" together with the QR code.

Also, the handover guidance may be output from a non-contact IC (Integrated Circuit) tag (not shown) of the second information processing terminal (outdoor) 103 . At this time, the conversation control unit 703 may output a message such as “Please touch here” to the non-contact IC tag portion of the second information processing terminal (outdoor) 103 . As a contactless IC tag, for example, an NFC (Near Field Communication) tag can be used.

Also, the predetermined condition can be arbitrarily set. For example, the predetermined condition may be a condition that a predetermined option has been selected or a condition that predetermined information has been input. The predetermined options are options for selecting recommended spots, options for linking to smartphones, and the like.

An example of the talk screen displayed on the display 303 of the second information processing terminal (outdoor) 103 will be described later with reference to FIGS. 9A and 9B, for example.

Specifically, for example, the conversation control unit 703 analyzes the conversation content received from the second information processing terminal (outdoor) 103 and determines whether or not the conversation content satisfies a predetermined condition. When the conversation control unit 703 determines that the predetermined condition is satisfied, the conversation control unit 703 causes the second information processing terminal (outdoor) 103 to output a conversation handover guidance. However, the talk script may be set in advance as to which talk process is used to output the conversation handover guidance.

The first information processing terminal 102 acquires handover information by reading the handover guidance output from the second information processing terminal (outdoor) 103 with the reading unit 720 . Specifically, for example, the first information processing terminal 102 acquires the handover information by reading the QR code displayed on the display 303 of the second information processing terminal (outdoor) 103 with the reading unit 720. . First information processing terminal 102 acquires handover information by receiving handover guidance output from non-contact IC tag of second information processing terminal (outdoor) 103 by reading unit 720 . may

Also, the first information processing terminal 102 may acquire the user information and the external environment information acquired by the second information processing terminal (outdoor) 103 together with the handover information. Specifically, for example, the first information processing terminal 102 uses the reading unit 720 to read the handover guidance output from the second information processing terminal (outdoor) 103, thereby reading the handover information as well as the user information and the external information. Environmental information may be acquired.

When the first information processing terminal 102 acquires the takeover information, the user information and the external environment information acquired by the own terminal (or the external environment information acquired by the own terminal) together with the instruction to start the chat including the acquired takeover information. ) to the information processing apparatus 101 . The user information and the external environment information may be the user information and the external environment information acquired from the second information processing terminal (outdoor) 103 together with the handover information.

In this case, the communication unit 701 receives an instruction to start a chat including handover information from the first information processing terminal 102 located outdoors, and also receives user information and external environment information acquired by the first information processing terminal 102. (or the external environment information acquired by the first information processing terminal 102) is received.

When a chat start instruction including handover information is received from first information processing terminal 102, determining unit 702 determines whether user information and external environment information (or external environment information) received together with the chat start instruction is received. Determine the talk script based on

Specifically, for example, the determination unit 702 refers to the handover information included in the received instruction to start the chat to identify the handover source script. Also, the determining unit 702 identifies the user attribute of the information processing terminal 102 based on the received user information. Also, the determination unit 702 identifies the external environment of the information processing terminal 102 based on the received external environment information. Then, the determination unit 702 refers to the script handover table 130 shown in FIG. 6 and determines the handover destination script corresponding to the specified combination of the handover source script, the user attribute, and the external environment as the talk script.

The determination unit 702 also refers to the handover information included in the received instruction to start the chat, and specifies the conversation content of the chatbot in the information processing terminal of the handover source. The information processing terminal that is the takeover source is, for example, the second information processing terminal (outdoor) 103 . Then, the determining unit 702 refers to the script inheritance table 130 and determines the recommendation information corresponding to the specified combination of the inheritance source script, the conversation content, the user attribute, and the external environment as the recommendation information to be output.

Further, the determination unit 702 may refer to the script handover table 130 and determine the handover destination script corresponding to the specified combination of the handover source script, conversation content, user attribute and external environment as the talk script. . That is, the determination unit 702 may determine the talk script by considering not only the user attributes and the external environment but also the content of the chatbot conversation in the information processing terminal of the takeover source.

The conversation control unit 703 uses the decided talk script to start a chatbot conversation on the first information processing terminal 102, and sends the decided recommendation information to be output to the first information processing terminal 102. Output. At this time, the conversation control unit 703 causes the first information processing terminal 102 to display the recommendation information together with the chatbot conversation, for example.

As a result, in the first information processing terminal 102 located outdoors, it is possible to take over the conversation of the chatbot in the second information processing terminal (outdoor) 103 and to display the recommendation information in consideration of the content of the conversation. .

A screen example of a talk screen (including recommendation information) displayed on the display 303 of the first information processing terminal 102 located outdoors will be described later, for example, using FIG. 10A.

Further, when detecting that the first information processing terminal 102 has entered indoors, the conversation control unit 703 sends the recommended information obtained by changing the map information Mp to the indoor map information IdMp related to the indoors to the first information processing terminal 102. Output to The indoors to be detected is the indoors of facilities and buildings recommended by the recommendation information including the map information Mp.

Here, the indoor map information IdMp is an indoor map of facilities, buildings, etc., for example, a floor map including the second information processing terminal 103 installed indoors. The indoor map information IdMp includes, for example, an indoor route from the location where it was detected that the first information processing terminal 102 entered indoors to the location of the second information processing terminal 103 installed indoors.

The place where it is detected that the first information processing terminal 102 has entered the building is, for example, the entrance/exit of a facility. The indoor route may be a route from the location of first information processing terminal 102 to the location of second information processing terminal 103 installed indoors. Also, the indoor route may be one that travels through a plurality of floors within the facility.

The entry of the first information processing terminal 102 indoors may be detected by, for example, indoor positioning using a beacon or Wi-Fi (registered trademark). For example, conversation control section 703 receives a positioning result from first information processing terminal 102, and detects that first information processing terminal 102 has entered the building based on the received positioning result. Further, the conversation control unit 703 may detect that the first information processing terminal 102 has entered the room, for example, based on changes in the amount of light and air pressure at the first information processing terminal 102 .

Specifically, for example, the conversation control unit 703 displays a message prompting the user to move to the second information processing terminal 103 installed indoors as a chatbot conversation on the first information processing terminal 102 and , the recommended information changed to the indoor map information IdMp is output to the first information processing terminal 102 .

A screen example of the talk screen (including recommendation information) displayed on the display 303 of the first information processing terminal 102 when entering the room will be described later, for example, using FIG. 10B.

In the following description, the second information processing terminal 103 installed indoors may be referred to as "second information processing terminal (indoor) 103".

Further, the conversation control unit 703 updates the recommendation information changed to the indoor map information IdMp in accordance with the handover of the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103, and after updating to the second information processing terminal (indoor) 103 . The conversation that is handed over is the conversation with the chatbot on the first information processing terminal 102 .

The updated recommendation information is, for example, recommendation information in which indoor map information IdMp is changed to indoor map information IdMp'(db) regarding recommended indoor spots. The indoor map information IdMp'(db) is an indoor map of facilities and buildings, such as a floor map including indoor recommended shops. The indoor map information IdMp'(db) includes, for example, an indoor route from the position of the second information processing terminal (indoor) 103 to an indoor recommended shop.

Specifically, for example, when the conversation control unit 703 receives a request to take over the conversation from the second information processing terminal (indoor) 103, the updated recommendation information is sent to the second information processing terminal (indoor) 103. While displaying the information, a chatbot conversation about the updated recommended information on the second information processing terminal (indoor) 103 is started.

The recommendation information is, for example, information received in a chatbot conversation, user information and external environment information acquired by the second information processing terminal (indoor) 103 (or updated based on external environment information).

More specifically, for example, after the conversation control unit 703 outputs the recommendation information changed to the indoor map information IdMp to the first information processing terminal 102, the first information processing terminal 102 communicates with the second information processing terminal. (Indoor) It is determined whether or not it has moved to the installation location of 103 .

The fact that the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103 may be detected by, for example, indoor positioning using a beacon or Wi-Fi. Specifically, for example, the conversation control unit 703 receives the positioning result from the first information processing terminal 102, and based on the received positioning result, the first information processing terminal 102 receives the second information processing terminal ( Indoors) 103 is detected to have moved to the installation location.

Further, it is assumed that the fact that the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103 is determined from the content of the conversation received from the first information processing terminal 102, for example. good too. Specifically, for example, when the conversation control unit 703 receives information indicating that the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103, the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103 .

Here, when the first information processing terminal 102 moves to the installation location of the second information processing terminal (indoor) 103, the conversation control unit 703 outputs the conversation handover guidance to the first information processing terminal 102. Let This handover guidance prompts the user to interrupt the conversation on the first information processing terminal 102 and continue the conversation on the second information processing terminal (indoor) 103 .

The handover information of this handover guidance includes information for identifying the handover source script, for example, a script ID. The handover information also includes information specifying the content of the chatbot conversation at the handover source information processing terminal, for example, the second information processing terminal (outdoor) 103 and the first information processing terminal 102 .

The second information processing terminal (indoor) 103 acquires handover information by reading the handover guidance output from the first information processing terminal 102 with the reading unit 730 . Specifically, for example, the user holds the QR code displayed on the display 303 of the first information processing terminal 102 over the reading unit 730 of the second information processing terminal (indoor) 103 .

The second information processing terminal (indoor) 103 acquires the handover information by reading the QR code displayed on the display 303 of the first information processing terminal 102 with the reading unit 730 . Second information processing terminal (indoor) 103 acquires handover information by receiving handover guidance output from the contactless IC tag of first information processing terminal 102 by reading unit 730 . may

Also, the second information processing terminal (indoor) 103 may acquire the user information and the external environment information acquired by the first information processing terminal 102 together with the handover information. Specifically, for example, the second information processing terminal (indoor) 103 uses the reading unit 730 to read the handover guidance output from the first information processing terminal 102, thereby reading the handover information, the user information and the external information. Environmental information may be acquired.

The second information processing terminal (indoor) 103 may acquire the external environment information acquired by the first information processing terminal 102 together with the handover information.

When the second information processing terminal (indoor) 103 acquires the handover information, the user information and external environment information acquired by the terminal (or external environment information) to the information processing apparatus 101 .

In this case, the communication unit 701 receives an instruction to start a chat including handover information from the second information processing terminal (indoor) 103, and also receives the user information and the external information acquired by the second information processing terminal (indoor) 103. Environment information (or external environment information acquired by the second information processing terminal (indoor) 103) is received.

When a chat start instruction including handover information is received from second information processing terminal (indoor) 103, determination unit 702 receives user information and external environment information (or external environment information) received together with the chat start instruction. (environmental information) to determine the talk script.

Specifically, for example, the determination unit 702 refers to the handover information included in the received instruction to start the chat to identify the handover source script. Also, the determining unit 702 identifies the user attribute of the information processing terminal 102 based on the received user information. Also, the determination unit 702 identifies the external environment of the information processing terminal 102 based on the received external environment information. Then, the determination unit 702 refers to the script handover table 130 and determines the handover destination script corresponding to the specified combination of the handover source script, the user attribute, and the external environment as the talk script.

The determination unit 702 also refers to the handover information included in the received instruction to start the chat, and specifies the conversation content of the chatbot in the information processing terminal of the handover source. The information processing terminals that are the takeover sources are, for example, the second information processing terminal (outdoor) 103 and the first information processing terminal 102 . Then, the determination unit 702 determines recommendation information corresponding to the specified combination of the inheritance source script, conversation content, user attribute, and external environment as recommendation information to be output.

The recommended information to be output determined here corresponds to the updated recommended information including the indoor map information IdMp'(db). The indoor map information IdMp'(db) is, for example, a floor map including recommended spots selected in a chatbot conversation at the information processing terminal that is the takeover source.

The conversation control unit 703 uses the determined talk script to start a chatbot conversation on the second information processing terminal (indoor) 103, and transmits the determined recommendation information to be output to the second information processing. Output to terminal (indoor) 103 . Specifically, for example, the conversation control unit 703 causes the second information processing terminal (indoor) 103 to display the updated recommendation information, and uses the determined talk script to conduct a chat regarding the updated recommendation information. Start a conversation with your bot.

As a result, the second information processing terminal (indoor) 103 can take over the conversation of the chatbot in the first information processing terminal 102 and display recommendation information in consideration of the content of the conversation up to that point.

However, information for displaying updated recommendation information, such as indoor map information IdMp′(db), may be stored in the second information processing terminal (indoor) 103 . In this case, when causing the second information processing terminal (indoor) 103 to display the updated recommendation information, the conversation control unit 703 transmits information identifying the updated recommendation information to the second information processing terminal (indoor). 103. In this case, it is possible to suppress the amount of storage used by the information processing apparatus 101 for management of recommendation information, and to suppress the amount of communication between the information processing apparatus 101 and the second information processing terminal (indoor) 103 .

A screen example of the talk screen (including the updated recommendation information) displayed on the display 303 of the second information processing terminal (indoor) 103 will be described later with reference to FIGS. 11A and 11B, for example.

Further, after starting a chatbot conversation about the updated recommendation information in the second information processing terminal (indoor) 103, the conversation control unit 703 receives a handover request for the conversation from the first information processing terminal 102. In this case, information about the updated recommendation information is displayed on the first information processing terminal 102, and a chatbot conversation about the updated recommendation information on the first information processing terminal 102 is started.

Information about the updated recommendation information is, for example, recommendation information in which the indoor map information IdMp'(db) is changed to the indoor map information IdMp'(smt) corresponding to the first information processing terminal 102. The indoor map information IdMp'(smt) is, for example, a floor map including indoor recommended spots. Specifically, for example, the indoor map information IdMp'(smt) is assumed to be displayed on a digital board having a large display, and the indoor map information IdMp'(db) is displayed and operated on a smartphone, tablet PC, or the like. This information has been modified for your convenience.

More specifically, for example, after the conversation control unit 703 starts a chatbot conversation about the updated recommendation information in the second information processing terminal (indoor) 103, the second information processing terminal (indoor) 103 When the content of the conversation received from the terminal satisfies a predetermined condition, the second information processing terminal (indoor) 103 is caused to output guidance for handing over the conversation.

This handover guidance prompts the user to interrupt the conversation on the second information processing terminal (indoor) 103 and continue the conversation on the first information processing terminal 102 . The first information processing terminal 102 acquires handover information by reading the handover guidance output from the second information processing terminal (indoor) 103 with the reading unit 720 .

Also, the first information processing terminal 102 acquires, for example, the user information and the external environment information acquired by the second information processing terminal (indoor) 103 along with the handover information. For example, when the first information processing terminal 102 acquires the takeover information, the first information processing terminal 102 transmits the user information and the external environment information acquired by itself to the information processing apparatus 101 together with the chat start instruction including the acquired takeover information.

In this case, the communication unit 701 receives from the first information processing terminal 102 an instruction to start a chat including handover information, and receives user information and external environment information acquired by the first information processing terminal 102 .

When a chat start instruction including handover information is received from the first information processing terminal 102, the determination unit 702 refers to the script handover table 130 to determine the combination of the handover source script, user attribute, and external environment. Decide the takeover destination script to be the talk script.

The determination unit 702 also refers to the handover information included in the received instruction to start the chat, and specifies the conversation content of the chatbot in the information processing terminal of the handover source. Then, the determination unit 702 refers to the script handover table 130 and determines the recommendation information corresponding to the combination of the handover source script, conversation content, user attribute, and external environment as recommendation information to be output.

The recommended information to be output determined here corresponds to the updated recommended information including the indoor map information IdMp'(smt).

The conversation control unit 703 uses the decided talk script to start a chatbot conversation on the first information processing terminal 102, and sends the decided recommendation information to be output to the first information processing terminal 102. Output. Specifically, for example, the conversation control unit 703 causes the first information processing terminal 102 to display information about the updated recommendation information, and uses the determined talk script to create a chatbot about the updated recommendation information. Start a conversation with

This allows the first information processing terminal 102 to take over the chatbot conversation at the second information processing terminal (indoor) 103 and display recommendation information in consideration of the content of the conversation up to that point.

A screen example of the talk screen (including information about the updated recommendation information) displayed on the display 303 of the first information processing terminal 102 located indoors will be described later with reference to FIGS. 12A and 12B, for example. do.

Note that the script may describe processing for switching from chatbot support to manned support when a specific condition is satisfied based on the conversation history with the chatbot. In this case, the conversation control unit 703, for example, after starting the chatbot conversation according to the talk script, if a specific condition is satisfied based on the conversation history, the first information processing terminal 102 and the operator terminal 104. to switch from chatbot-enabled to human-operated conversations.

Also, each functional unit of the information processing device 101 described above may be implemented by a plurality of computers (for example, the information processing device 101 and the information processing terminal 102) in the conversation control system 100. FIG.

(One embodiment of conversation control system 100)
Next, an embodiment of the conversation control system 100 will be described using FIG.

FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100. As shown in FIG. In FIG. 8 , the information processing apparatus 101 receives an instruction to start a chat from a first information processing terminal 102 located outdoors, and receives external environment information acquired by the first information processing terminal 102 .

In response to the received instruction to start a chat, the information processing apparatus 101 starts a chatbot conversation on the first information processing terminal 102 based on the external environment information. Further, the information processing apparatus 101 outputs recommendation information including the map information Mp to the first information processing terminal 102 based on the information received in the chatbot conversation and the external environment information.

Here, by reading the QR code 801 output from the second information processing terminal (outdoor) 103 at the first information processing terminal 102, a chatbot conversation at the second information processing terminal (outdoor) 103 is performed. is assumed to be taken over. In this case, recommendation information RD<b>1 considering the content of the chatbot conversation at the second information processing terminal (outdoor) 103 is output to the first information processing terminal 102 .

Specifically, for example, the information processing apparatus 101 controls the first information processing terminal 102 to display the recommendation information RD1 including the map information Mp1 together with the chatbot conversation. The map information Mp1 is an outdoor map around the building BL, and includes, for example, a route from the position of the second information processing terminal (outdoor) 103 to the building BL. A building BL is a building having a recommended spot selected in a chatbot conversation on the second information processing terminal (outdoor) 103 .

Here, it is assumed that the user refers to the map information Mp1 included in the recommendation information RD1 displayed on the first information processing terminal 102 and moves toward the building BL.

When the information processing apparatus 101 detects that the first information processing terminal 102, which has been outdoors, has entered indoors, the information processing apparatus 101 transmits the recommendation information in which the map information Mp is changed to the indoor map information IdMp regarding indoors to the first information processing terminal. 102.

Here, it is assumed that it is detected that the first information processing terminal 102 has entered the building BL. In this case, the information processing apparatus 101 outputs, to the first information processing terminal 102, recommendation information RD2 in which the map information Mp1 is changed to indoor map information IdMp1 regarding the interior of the building BL.

The indoor map information IdMp1 is an indoor map of the building BL, and includes, for example, an indoor route from the entrance of the building BL to the location of the second information processing terminal (indoor) 103 installed indoors of the building BL. The entrance/exit of the building BL corresponds to the place where it is detected that the first information processing terminal 102 has entered the building BL.

Here, the user refers to the indoor map information IdMp1 included in the recommendation information RD2 displayed on the first information processing terminal 102, and the second information processing terminal (indoor) 103 installed inside the building BL. Suppose you are moving towards

The information processing apparatus 101 updates the recommendation information including the indoor map information IdMp in response to handing over the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103, and updates the recommendation information after the update. The information is output to the second information processing terminal (indoor) 103 .

Here, the user moves to the second information processing terminal (indoor) 103 installed indoors in the building BL, and starts a conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103. Assume that a handover is performed.

In this case, the information processing apparatus 101 outputs, to the second information processing terminal (indoor) 103, recommendation information RD3 in which the indoor map information IdMp1 is changed to indoor map information IdMp'1 regarding recommended spots in the building BL. The indoor map information IdMp'1 is an indoor map including recommended spots within the building BL. The indoor map information IdMp'1 includes, for example, an indoor route from the position of the second information processing terminal (indoor) 103 to a recommended spot inside the building BL.

As a result, the user can, for example, refer to the indoor map information IdMp'1 included in the recommendation information RD3 displayed on the second information processing terminal (indoor) 103 to determine where the recommended spots are in the building BL. can be confirmed.

(Screen example of talk screen displayed on second information processing terminal (outdoor) 103)
Next, screen examples of the talk screen displayed on the display 303 of the second information processing terminal (outdoor) 103 will be described with reference to FIGS. 9A and 9B.

Here, the second information processing terminal (outdoor) 103 is assumed to be a digital board installed in a station (for example, Tokyo Station) and used by an unspecified number of people. Further, the user attribute specified from the user information acquired by the second information processing terminal (outdoor) 103 is assumed to be “40s×female”, and the external environment information acquired by the second information processing terminal (outdoor) 103 is specified. It is assumed that the external environment is "sunny".

In this case, the information processing apparatus 101 uses the talk script corresponding to the combination of the user attribute “40s×female” and the external environment “sunny” to perform the chatbot communication on the second information processing terminal (outdoor) 103. start a conversation. The talk script corresponding to the combination of the user attribute “40s×female” and the external environment “sunny” is a script for talking about tourist information.

9A and 9B are explanatory diagrams showing screen examples of the talk screen displayed on the second information processing terminal (outdoor) 103. FIG. In FIG. 9A, a talk screen 900 is an example of a talk screen displayed on the second information processing terminal (outdoor) 103 when a chatbot conversation is started. In FIG. 9A, avatar av1 represents a chatbot character.

On the talk screen 900, selection buttons 901 to 903 relating to tourist information are displayed in a conversation format. On the talk screen 900, when the selection button 901 is selected by the user's operation input using the input device 304 (see FIG. 3) of the second information processing terminal (outdoor) 103, conversation about recommended sightseeing spots can be conducted. can.

Further, by selecting the selection button 902 on the talk screen 900, the tourist information can be checked in detail. Moreover, on the talk screen 900, when the selection button 903 is selected, it is possible to have a conversation about the time-saving route. A time-saving route is a route that visits recommended spots in a short amount of time.

Also, on the talk screen 900, by selecting language buttons b1, b2, b3, and b4, it is possible to switch languages. For example, when the language button b1 is selected, the language used can be switched from Japanese to English.

Also, by selecting the box B on the talk screen 900, a message can be input, and by selecting the send button b5, the message input in the box B can be sent to the chatbot side (information processing device 101). can be sent.

Here, it is assumed that the selection button 901 is selected on the talk screen 900 . In this case, a talk screen 910 is displayed on the second information processing terminal (outdoor) 103 .

A talk screen 910 displays map information 911 including recommended sightseeing spots s1, s2, and s3. For example, when tourist spot s1 is selected on talk screen 910, spot information screen 920 is displayed. The spot information screen 920 is an operation screen that introduces the tourist spot s1 in a chatbot conversation style. The tourist spot s1 is a large commercial facility with many stores.

By selecting a button 921 on the spot information screen 920, the route to the tourist spot s1 can be displayed. Further, when a button 922 is selected on the spot information screen 920, the talk screen 910 can be displayed. Also, when a button 912 is selected on the talk screen 910 , the talk screen 900 can be displayed again.

Here, it is assumed that button 921 is selected on spot information screen 920 . In this case, a talk screen 930 as shown in FIG. 9B is displayed on the second information processing terminal (outdoor) 103 .

In FIG. 9B, recommendation information 940 is displayed on the talk screen 930 . The recommendation information 940 is information that recommends drinking coffee at a cafe within the sightseeing spot s1 selected on the talk screen 910 . The recommendation information 940 includes map information 941 .

The map information 941 includes a route 942 from the position p1 of the second information processing terminal (outdoor) 103 to the tourist spot s1. The recommendation information 940 is an example of recommendation information output based on the information received in the chatbot conversation (conversation content: selection of sightseeing spot s1), the user attribute "40s x female", and the external environment "sunny". be.

When a button 943 is selected on the talk screen 930 , the procedure for handing over the chatbot conversation at the second information processing terminal (outdoor) 103 to the first information processing terminal 102 can be performed. Also, when the button 944 is selected on the talk screen 930 , the talk screen 910 can be displayed again.

Here, it is assumed that button 943 is selected on talk screen 930 . In this case, a talk screen 950 is displayed on the second information processing terminal (outdoor) 103 .

The talk screen 950 is an operation screen for handing over the chatbot conversation at the second information processing terminal (outdoor) 103 to the first information processing terminal 102 .

A QR code 951 and a message 952 are displayed in a conversation format on the talk screen 950 . The QR code 951 is a handover guidance regarding the chatbot conversation on the second information processing terminal (outdoor) 103 . A message 952 prompts reading of the QR code 951 .

By reading the QR code 951 using the first information processing terminal 102, the user can take over the chatbot conversation at the second information processing terminal (outdoor) 103 at the first information processing terminal 102. can be done. In addition, when a button 953 is selected on the talk screen 950, it is possible to return to the talk screen 900 shown in FIG. 9A.

Although not shown, when the selection button 902 is selected on the talk screen 900 , for example, detailed information about tourist spots is displayed on the second information processing terminal (outdoor) 103 . Also, when any tourist spot is selected, recommendation information including map information including a route to the selected tourist spot is output to the second information processing terminal (outdoor) 103 .

Further, when the selection button 903 is selected on the talk screen 900 , information regarding a plurality of time-saving route candidates is displayed on the second information processing terminal (outdoor) 103 , for example. Also, when one of the time-saving route candidates is selected from a plurality of time-saving route candidates, recommendation information including map information including the selected time-saving route candidate is output to the second information processing terminal (outdoor) 103. .

(Screen example of talk screen displayed on first information processing terminal 102)
Next, an example of a talk screen displayed on the display 303 of the first information processing terminal 102 located outdoors will be described with reference to FIG. 10A. A screen example of the talk screen displayed on the first information processing terminal 102 when entering the room will be described with reference to FIG. 10B. Here, a screen example of the talk screen displayed on the display 303 of the first information processing terminal 102 by reading the QR code 951 displayed on the talk screen 950 shown in FIG. will be explained.

10A and 10B are explanatory diagrams showing screen examples of the talk screen displayed on the first information processing terminal 102. FIG. In FIG. 10A, a talk screen 1000 is an example of a talk screen displayed when a chatbot conversation is started on the first information processing terminal 102 . In FIG. 10A, avatar av2 represents a chatbot character.

The chatbot conversation here is conducted using a takeover source script, a talk script corresponding to a combination of the user attributes of the first information processing terminal 102 and the external environment.

Recommendation information 1010 is displayed on the talk screen 1000 together with the message m1 of the avatar av2. The recommendation information 1010 is information about the sightseeing spot s1 selected on the talk screen 900 shown in FIG. 9A. The recommendation information 1010 includes map information 1011 .

The map information 1011 includes a route 1012 from the position p1 of the second information processing terminal (outdoor) 103 to the tourist spot s1. The recommendation information 1010 is an example of recommendation information output based on the information received in the chatbot conversation (conversation content: selection of sightseeing spot s1), the user attribute "40s x female", and the external environment "sunny". be. Map information 1011 is an example of map information Mp.

According to the talk screen 1000, the user can check the route to the tourist spot s1 from the map information 1011 while moving with the first information processing terminal 102 in hand. Note that the route 1012 may indicate a route from the current position of the first information processing terminal 102 to the tourist spot s1.

Also, when button b11 is selected on talk screen 1000, instead of map information 1011, it is possible to display coupon information (not shown) that can be used at a store, for example, a cafe inside tourist spot s1. Further, when the button b12 is selected on the talk screen 1000, the map information 1011 can be displayed again.

Here, it is assumed that it is detected that the first information processing terminal 102 has entered the interior of the tourist spot s1. In this case, message m2 of avatar av2 and button 1013 are displayed on talk screen 1000 . When button 1013 is selected on talk screen 1000, talk screen 1020 as shown in FIG. 10B is displayed.

A talk screen 1020 is an example of a talk screen displayed when the first information processing terminal 102 enters the tourist spot s1.

Recommendation information 1030 is displayed on the talk screen 1020 together with the message m3 of the avatar av2. The recommended information 1030 is an example of recommended information obtained by changing the map information 1011 to the indoor map information 1031 . Indoor map information 1031 is an example of indoor map information IdMp.

Indoor map information 1031 is an indoor map from the location p11 where it was detected that the first information processing terminal 102 entered the tourist spot s1 to the location p12 where the second information processing terminal (indoor) 103 was installed. Root 1032 is included. A “reaction board” included in the message m3 corresponds to the second information processing terminal (indoor) 103 .

According to the talk screen 1020, the user can confirm the route to the second information processing terminal (indoor) 103 installed indoors at the tourist spot s1. Note that the route 1032 may indicate a route from the current position of the first information processing terminal 102 to the place p12 where the second information processing terminal (indoor) 103 is installed.

Here, it is assumed that it is detected that the first information processing terminal 102 has moved to a place p12 where the second information processing terminal (indoor) 103 is installed. In this case, the QR code 1040 is displayed on the talk screen 1020 together with the message m4 of the avatar av2, which is the chatbot conversation.

The QR code 1040 is a handover guidance regarding the chatbot conversation on the first information processing terminal 102 . Message m4 prompts reading of QR code 1040 . When the user holds QR code 1040 over reading unit 730 of second information processing terminal (indoor) 103 , second information processing terminal (indoor) 103 initiates a chatbot conversation in first information processing terminal 102 . can take over.

(Screen example of talk screen displayed on second information processing terminal (indoor) 103)
Next, screen examples of the talk screen displayed on the display 303 of the second information processing terminal (indoor) 103 will be described with reference to FIGS. 11A and 11B. Here, by reading QR code 1040 displayed on talk screen 1020 shown in FIG. A screen example of the talk screen will be described.

11A and 11B are explanatory diagrams showing screen examples of the talk screen displayed on the second information processing terminal (indoor) 103. FIG. In FIG. 11A, a talk screen 1100 is an example of a talk screen displayed on the second information processing terminal (indoor) 103 when a chatbot conversation is started. In FIG. 11A, avatar av3 represents a chatbot character.

The chatbot conversation here is conducted using a takeover source script, a talk script corresponding to a combination of the user attributes of the second information processing terminal (indoor) 103, and the external environment. However, the user attribute and the external environment may have changed from the previous user attribute and external environment of the first information processing terminal 102 .

On the talk screen 1100, along with a message 1101, selection buttons 1102 to 1104 relating to shops within the sightseeing spot s1 are displayed in a conversation format. On the talk screen 1100, when the selection button 1102 is selected by the user's operation input, it is possible to select a cafe located within the sightseeing spot s1.

Also, by selecting a selection button 1103 on the talk screen 1100, a store for shopping within the sightseeing spot s1 can be selected. Also, by selecting the select button 1104 on the talk screen 1100, an event venue within the sightseeing spot s1 can be selected.

Also, by selecting a box 1110 on the talk screen 1100, a message can be input, and by selecting a send button 1111, the message input in the box 1110 can be sent to the chatbot side (information processing device 101). can be sent.

Here, it is assumed that selection button 1102 is selected on talk screen 1100 . In this case, recommended information 1120 including indoor map information 1121 is displayed on the talk screen 1100 . The recommendation information 1120 is information that introduces a cafe within the tourist spot s1. Indoor map information 1121 is a floor map including a cafe.

When a button 1122 is selected on the talk screen 1100, an indoor route to a cafe within the sightseeing spot s1 can be displayed. Also, when a button 1123 is selected on the talk screen 1100, it is possible to return to the store selection.

Here, it is assumed that button 1122 is selected on talk screen 1100 . In this case, indoor map information 1132 is displayed along with message 1131 on talk screen 1100, as shown in FIG. 11B. The indoor map information 1132 includes a route 1133 from the location p21 of the second information processing terminal (indoor) 103 to the location p22 of the cafe.

The recommended information 1120 is an example of updated recommended information that includes the indoor map information IdMp'(db). In addition, the indoor map information 1121 and the indoor map information 1132 are examples of the indoor map information IdMp'(db), and based on the information received in the chatbot conversation (conversation content: selection of a cafe in the tourist spot s1). output as

When button 1134 is selected on talk screen 1100 , it is possible to shift to a procedure for handing over the chatbot conversation at second information processing terminal (indoor) 103 to first information processing terminal 102 . Further, when a button 1135 is selected on the talk screen 1100, it is possible to return to store selection.

Here, it is assumed that button 1134 is selected on talk screen 1100 . In this case, a QR code 1141 and a message 1142 are displayed in a conversation format on the talk screen 1100 . A QR code 1141 is a handover guidance regarding a chatbot conversation on the second information processing terminal (indoor) 103 . A message 1142 prompts reading of the QR code 1141 .

By reading the QR code 1141 using the first information processing terminal 102, the user can take over the chatbot conversation at the second information processing terminal (indoor) 103 at the first information processing terminal 102. can be done. Further, when a button 1143 is selected on the talk screen 1100, it is possible to return to the store selection.

(Screen example of talk screen displayed on first information processing terminal 102 located indoors)
Next, an example of a talk screen displayed on the display 303 of the first information processing terminal 102 located indoors will be described with reference to FIGS. 12A and 12B. Here, a screen example of the talk screen displayed on the display 303 of the first information processing terminal 102 by reading the QR code 1141 displayed on the talk screen 1100 shown in FIG. will be explained.

12A and 12B are explanatory diagrams showing screen examples of the talk screen displayed on the first information processing terminal 102. FIG. In FIG. 12A, a talk screen 1200 is an example of a talk screen displayed when the chatbot conversation is resumed on the first information processing terminal 102 .

The chatbot conversation here is carried out using a talk script corresponding to a combination of the takeover source script, conversation content, user attributes, and external environment.

Recommendation information 1210 is displayed on the talk screen 1200 together with the message m11 of the avatar av2. The recommendation information 1210 is information about a cafe within the sightseeing spot s1 selected on the talk screen 1100 shown in FIG. 11A. The recommendation information 1210 includes indoor map information 1211 and 1212 .

The recommendation information 1210 is an example of updated recommendation information that is output based on the information received in the chatbot conversation (conversation content: selection of a café in the tourist spot s1), user attributes, and the external environment. . Indoor map information 1211 and 1212 are examples of indoor map information IdMp'(smt).

The indoor map information 1211 includes an indoor route 1213 from the elevator location p21 on the 1st floor to the elevator location p23 on the 4th floor where the cafe is located. When the user of the first information processing terminal 102 arrives at the 4th floor, the talk screen 1200 displays indoor map information 1212 . The indoor map information 1212 includes an indoor route 1214 from the elevator location p23 on the 4th floor to the cafe location p22.

Also, options 1221 to 1223 are displayed on the talk screen 1200 along with the message m12 of the avatar av2. Message m12 is a question for the user. Here, it is assumed that option 1221 is selected on talk screen 1200 by the user's operation input.

According to the talk screen 1200, the user can check the route to the cafe in the tourist spot s1 from the indoor map information 1211, 1212 while moving with the first information processing terminal 102. FIG.

Further, when button b11 is selected on talk screen 1200, instead of indoor map information 1211 and 1212, coupon information (not shown) that can be used at a cafe within tourist spot s1 can be displayed. Also, on the talk screen 1200, when the button b12 is selected, the indoor map information 1211 and 1212 can be displayed again.

Here, it is assumed that it is detected that the first information processing terminal 102 has arrived at a cafe within the tourist spot s1. In this case, message m13 and button 1224 of avatar av2 are displayed on talk screen 1200 . When button 1224 is selected on talk screen 1200, QR code 1230 is displayed together with message m14 of avatar av2.

The QR code 1230 is handover guidance regarding the chatbot conversation on the first information processing terminal 102 . The message m14 prompts reading of the QR code 1230. FIG. When the user holds QR code 1230 over reading unit 730 of second information processing terminal (indoor) 103 , second information processing terminal (indoor) 103 initiates a chatbot conversation in first information processing terminal 102 . can take over.

For example, assume that the user causes second information processing terminal (indoor) 103 to read QR code 1230 displayed on talk screen 1200 after having coffee at a cafe. In this case, a talk screen 1300 as shown in FIG. 13 is displayed on the display 303 of the second information processing terminal (indoor) 103 .

FIG. 13 is an explanatory diagram (part 3) showing an example of the talk screen displayed on the second information processing terminal (indoor) 103 . In FIG. 13 , a talk screen 1300 is an example of a talk screen displayed when the chatbot conversation is resumed on the second information processing terminal (indoor) 103 .

On the talk screen 1300, along with a message 1301, selection buttons 1302 to 1304 relating to shops within the tourist spot s1 are displayed in a conversation format. Here, since option 1221 has been selected on talk screen 1200 shown in FIG. 12A, selection button 1302 relating to restaurants is displayed.

On the talk screen 1300, when the selection button 1302 is selected by the user's operation input, a restaurant within the sightseeing spot s1 can be selected. As described above, according to the information processing apparatus 101, it is possible to control options for a chatbot conversation in the information processing terminal of the takeover destination according to the conversation of the chatbot in the information processing terminal of the takeover source.

(Conversation control processing procedure of information processing device 101)
Next, a conversation control processing procedure of the information processing apparatus 101 will be described. First, the first conversation control processing procedure of the information processing apparatus 101 will be described with reference to FIG. The first conversation control process is a process of controlling the first conversation with the chatbot in the first information processing terminal 102 or the second information processing terminal 103 . Here, a case where the first conversation with the chatbot is started on the second information processing terminal (outdoor) 103 will be described as an example.

FIG. 14 is a flow chart showing an example of the first conversation control processing procedure of the information processing device 101 . In the flowchart of FIG. 14 , first, the information processing apparatus 101 receives an instruction to start a chat from the second information processing terminal (outdoor) 103 , and user information and external environment information acquired by the second information processing terminal (outdoor) 103 . is received (step S1401).

Here, the information processing apparatus 101 waits to receive user information and external environment information together with a chat start instruction (step S1401: No). When the information processing apparatus 101 receives the user information and the external environment information along with the chat start instruction (step S1401: Yes), the information processing apparatus 101 identifies the user attribute and the external environment based on the received user information and external environment information ( step S1402).

Next, the information processing apparatus 101 refers to the script table 120 and determines the script corresponding to the specified combination of the user attribute and the external environment as the talk script (step S1403). Then, the information processing apparatus 101 uses the determined talk script to start a chatbot conversation on the second information processing terminal (outdoor) 103 (step S1404).

Next, the information processing apparatus 101 determines whether or not a destination is selected in the chatbot conversation on the second information processing terminal (outdoor) 103 (step S1405). The destination is selected, for example, in a chatbot conversation on the second information processing terminal (outdoor) 103 (see, for example, talk screen 910 shown in FIG. 9A).

Here, the information processing apparatus 101 waits for the destination to be selected (step S1405: No). When the destination is selected (step S1405: Yes), the information processing apparatus 101 displays the destination and the route (step S1406). The route is a recommended route from the position of the second information processing terminal (outdoor) 103 to the destination.

Next, the information processing apparatus 101 determines whether or not the content of the conversation received from the second information processing terminal (outdoor) 103 satisfies a predetermined condition (step S1407). For example, the information processing apparatus 101 determines that the content of the conversation satisfies a predetermined condition when receiving an input operation requesting handover of the conversation to a smartphone or the like.

Here, if the predetermined condition is not satisfied (step S1407: No), the information processing apparatus 101 determines whether or not to end the chatbot conversation on the second information processing terminal (outdoor) 103 (step S1408). ). A chatbot conversation ends, for example, according to a talk script or according to a user's forced termination operation.

Here, if the chatbot conversation is not ended (step S1408: No), the information processing apparatus 101 returns to step S1405. On the other hand, when ending the chatbot conversation (step S1408: Yes), the information processing apparatus 101 ends the series of processes according to this flowchart.

In step S1407, if the predetermined condition is satisfied (step S1407: Yes), the information processing apparatus 101 uses the second information processing terminal (outdoor) 103 as a QR code to guide the handover of the chatbot conversation to the second information processing terminal (outdoor) 103. is displayed on the display 303 of the information processing terminal (outdoor) 103 (step S1409).

Next, the information processing apparatus 101 determines whether or not the reading of the QR code is completed (step S1410). Whether or not the reading of the QR code has been completed is determined, for example, by whether or not a conversation has started on the first information processing terminal 102 following the chatbot conversation on the second information processing terminal (outdoor) 103. determined by

Here, the information processing apparatus 101 waits until the reading of the QR code is completed (step S1410: No). Then, when the reading of the QR code is completed (step S1410: Yes), the information processing apparatus 101 can end the series of processes according to this flowchart.

This makes it possible to control the chatbot conversation according to the features of the user who uses the digital board (the second information processing terminal (outdoor) 103) and the external environment. Also, in the chatbot conversation, when the destination is selected, the conversation on the digital board is interrupted and the smartphone or the like (first information processing terminal 102) is used to prompt the user to continue the conversation. can be done.

Note that when taking over the chatbot conversation on the second information processing terminal (outdoor) 103, the information processing apparatus 101 may determine a talk script in consideration of visited spots. For example, spots that have already been visited may be excluded from spots recommended in a chatbot conversation.

Next, a second conversation control processing procedure of the information processing apparatus 101 will be described with reference to FIGS. 15 and 16. FIG. The second conversation control process is a process of controlling a chatbot conversation in the first information processing terminal 102 located outdoors.

15 and 16 are flowcharts showing an example of the second conversation control processing procedure of the information processing apparatus 101. FIG. In the flowchart of FIG. 15 , first, the information processing apparatus 101 receives from the first information processing terminal 102 located outdoors an instruction to start a chat including handover information, user information acquired by the information processing terminal of the handover destination, and external It is determined whether environment information has been received (step S1501).

Here, the information processing apparatus 101 waits to receive user information and external environment information together with a chat start instruction including handover information (step S1501: No). When the information processing apparatus 101 receives the user information and the external environment information together with the chat start instruction including the takeover information (step S1501: Yes), the information processing apparatus 101 refers to the takeover information included in the chat start instruction, and refers to the takeover source script and the The content of the conversation is specified (step S1502).

Next, the information processing apparatus 101 identifies user attributes and external environment based on the received user information and external environment information (step S1503). Then, the information processing apparatus 101 refers to the script handover table 130, and determines the handover destination script corresponding to the specified combination of the handover source script, the user attribute, and the external environment as the talk script (step S1504).

Next, the information processing apparatus 101 refers to the script transfer table 130, and determines the recommendation information corresponding to the specified combination of the transfer source script, conversation content, user attribute, and external environment as recommendation information to be output ( step S1505). This recommendation information includes map information Mp.

Next, the information processing apparatus 101 uses the determined talk script to start a chatbot conversation at the first information processing terminal 102 located outdoors (step S1506). Then, the information processing apparatus 101 outputs the determined recommendation information to be output to the first information processing terminal 102 (step S1507), and proceeds to step S1601 shown in FIG.

In step S1504, the information processing apparatus 101 refers to the script handover table 130 and determines the handover destination script corresponding to the specified combination of the handover source script, user attribute, and external environment as the talk script. However, it is not limited to this. For example, the information processing apparatus 101 may determine the handover destination script corresponding to the specified combination of the handover source script, conversation content, user attribute, and external environment as the talk script. Further, after starting a chatbot conversation on the first information processing terminal 102, the information processing apparatus 101 may determine recommendation information to be output in consideration of information received in the conversation. .

In the flowchart of FIG. 16, first, the information processing apparatus 101 determines whether or not it has been detected that the first information processing terminal 102, which is located outdoors, has entered indoors (step S1601). Here, the information processing apparatus 101 waits until it is detected that the first information processing terminal 102 has entered the room (step S1601: No).

When the information processing apparatus 101 detects that the first information processing terminal 102 has entered indoors (step S1601: Yes), the information processing apparatus 101 sends the recommended information obtained by changing the map information Mp to the indoor map information IdMp to the first information processing terminal. 102 (step S1602). Next, the information processing apparatus 101 determines whether or not the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103 (step S1603).

Here, the information processing apparatus 101 waits to move to the installation location of the second information processing terminal (indoor) 103 (step S1603: No). When the information processing apparatus 101 has moved to the installation location of the second information processing terminal (indoor) 103 (step S1603: Yes), the information processing apparatus 101 receives guidance for handing over the chatbot conversation in the first information processing terminal 102 as a QR code. , is displayed on the display 303 of the first information processing terminal 102 (step S1604).

The information processing apparatus 101 then determines whether or not the reading of the QR code has been completed (step S1605). Whether or not the reading of the QR code has been completed is determined, for example, by whether or not a conversation has started at the second information processing terminal (indoor) 103 following the chatbot conversation at the first information processing terminal 102. determined by

Here, the information processing apparatus 101 waits for completion of reading of the QR code (step S1605: No). Then, when the reading of the QR code is completed (step S1605: Yes), the information processing apparatus 101 can end the series of processes according to this flowchart. However, the chatbot conversation may end, for example, in response to the user's forced termination operation.

As a result, the chatbot conversation at the second information processing terminal (outdoor) 103 is taken over by the first information processing terminal 102, and the recommendation information including the map information Mp is output to the first information processing terminal 102. be able to. Also, in response to detection that the first information processing terminal 102 has entered indoors, recommended information in which the map information Mp is changed to the indoor map information IdMp can be output to the first information processing terminal 102 . can.

Next, a third conversation control processing procedure of the information processing apparatus 101 will be described with reference to FIG. The third conversation control process is a process of controlling chatbot conversation in the first information processing terminal 102 or the second information processing terminal (indoor) 103 located indoors.

FIG. 17 is a flowchart showing an example of the third conversation control processing procedure of the information processing device 101. As shown in FIG. In the flowchart of FIG. 17, first, the information processing apparatus 101 receives, from the information processing terminal of the takeover destination, the user information and the external environment information acquired by the information processing terminal of the takeover destination together with the instruction to start the chat including the takeover information. (step S1701).

The handover destination information processing terminal is, for example, the first information processing terminal 102 existing indoors or the second information processing terminal (indoor) 103 .

Here, the information processing apparatus 101 waits to receive user information and external environment information together with a chat start instruction including handover information (step S1701: No). When the information processing apparatus 101 receives the user information and the external environment information along with the chat start instruction including the takeover information (step S1701: Yes), the information processing apparatus 101 refers to the takeover information included in the chat start instruction, and refers to the takeover source script and the The content of the conversation is specified (step S1702).

Next, the information processing apparatus 101 identifies user attributes and external environment based on the received user information and external environment information (step S1703). Then, the information processing apparatus 101 refers to the script handover table 130 and determines the handover destination script corresponding to the specified combination of the handover source script, the user attribute, and the external environment as the talk script (step S1704).

Next, the information processing apparatus 101 refers to the script transfer table 130, and determines the recommendation information corresponding to the specified combination of the transfer source script, conversation content, user attribute, and external environment as recommendation information to be output ( step S1705). This recommendation information includes indoor map information IdMp'(db) or indoor map information IdMp'(smt).

Then, the information processing apparatus 101 uses the determined talk script to start a chatbot conversation in the information processing terminal of the takeover destination, and outputs the determined recommendation information to be output to the information processing terminal of the takeover destination. (Step S1706).

Next, the information processing apparatus 101 determines whether or not the information processing terminal of the takeover destination has arrived at the destination (step S1707). The destination is selected, for example, in a chatbot conversation on the information processing terminal that is the takeover source (see, for example, the talk screen 1100 shown in FIG. 11A).

Here, the information processing apparatus 101 waits for the information processing terminal of the takeover destination to arrive at the destination (step S1707: No). When the information processing terminal of the takeover destination has arrived at the destination (step S1707: Yes), the information processing apparatus 101 converts the handover guidance of the chatbot conversation in the information processing terminal of the takeover destination into a QR code and transmits the information of the handover destination. It is displayed on the display 303 of the processing terminal (step S1708).

The information processing apparatus 101 then determines whether or not the reading of the QR code has been completed (step S1709). Here, the information processing apparatus 101 waits until reading of the QR code is completed (step S1709: No). Then, when the reading of the QR code is completed (step S1709: Yes), the information processing apparatus 101 can end the series of processes according to this flowchart. However, the chatbot conversation may end, for example, in response to the user's forced termination operation.

As a result, the chatbot conversation is taken over between the first information processing terminal 102 and the second information processing terminal (indoor) 103, and the indoor map information IdMp'(db) or , recommended information including indoor map information IdMp'(smt).

In step S1704, the information processing apparatus 101 refers to the script handover table 130 and determines the handover destination script corresponding to the specified combination of the handover source script, the user attribute, and the external environment as the talk script. However, it is not limited to this. For example, the information processing apparatus 101 may determine the handover destination script corresponding to the specified combination of the handover source script, conversation content, user attribute, and external environment as the talk script.

As described above, according to the information processing apparatus 101 according to the embodiment, while receiving a chat start instruction from the first information processing terminal 102 located outdoors, the first information processing terminal 102 acquires External environment information can be received. Then, according to the information processing apparatus 101, in response to the received instruction to start a chat, based on the external environment information, a chatbot conversation is started on the first information processing terminal 102, and in the chatbot conversation, Recommended information including the map information Mp can be output to the first information processing terminal 102 based on the received information and the external environment information. The recommendation information is, for example, information about recommended spots. The map information Mp includes, for example, a route from the position of the first information processing terminal 102 to recommended spots.

Accordingly, it is possible to control the chatbot conversation in the first information processing terminal 102 according to the external environment of the first information processing terminal 102 located outdoors. Also, it is possible to provide recommendation information including the map information Mp in consideration of not only the external environment of the information processing terminal 102 but also the content of the chatbot conversation.

Further, according to the information processing apparatus 101, when it is detected that the first information processing terminal 102 has entered indoors, the recommended information obtained by changing the map information Mp to the indoor map information IdMp regarding indoors is sent to the first information processing terminal. 102. The indoor map information IdMp includes, for example, an indoor route from the location where the first information processing terminal 102 is detected indoors to the second information processing terminal (indoor) 103 .

As a result, when the user of the first information processing terminal 102 enters the recommended spot indoors, it is possible to provide recommended information in which the map information Mp is changed to the indoor map information IdMp regarding the recommended spot indoors. . For example, a user arriving at a recommended spot can be guided to the second information processing terminal (indoor) 103 closest to the entrance/exit of the recommended spot.

Further, according to the information processing apparatus 101, in accordance with handover of the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103, the recommendation information changed to the indoor map information IdMp is updated, The updated recommendation information can be output to the second information processing terminal (indoor) 103 . The updated recommendation information is, for example, recommendation information in which indoor map information IdMp is changed to indoor map information IdMp'(db) regarding indoor shops and events. The indoor map information IdMp'(db) is, for example, a floor map including recommended shops. The indoor map information IdMp'(db) includes, for example, an indoor route from the position of the second information processing terminal (indoor) 103 to the recommended shop.

As a result, the second information processing terminal (outdoor) 103 can take over the chatbot conversation at the first information processing terminal 102 and provide recommendation information including the indoor map information IdMp'(db). . For example, the user can view detailed information about shops and events in recommended spots on the second information processing terminal (outdoor) 103 having a display 303 larger than that of a smartphone or tablet PC.

Further, according to the information processing apparatus 101, when a request to take over the conversation is received from the second information processing terminal (indoor) 103, the updated recommendation information is displayed on the second information processing terminal (indoor) 103. , the second information processing terminal (indoor) 103 can start a conversation with the chatbot regarding the updated recommendation information.

As a result, for example, while displaying an indoor route to a recommended store, it is possible to introduce a recommended store in a conversational style using a chatbot.

Further, according to the information processing apparatus 101, after starting a chatbot conversation regarding the updated recommendation information in the second information processing terminal (indoor) 103, the first information processing terminal 102 requests to take over the conversation. is received, information on the updated recommendation information is displayed on the first information processing terminal 102, and a chatbot conversation on the updated recommendation information on the first information processing terminal 102 can be started. .

As a result, the chatbot conversation at the second information processing terminal (indoor) 103 can be taken over by the first information processing terminal 102, and recommendation information including the indoor map information IdMp'(smt) can be provided. . For example, while displaying an indoor route to a recommended store in a format that is easy to display and operate on a smartphone, it is possible to provide route guidance to a recommended store in a conversational style with a chatbot.

Further, according to the information processing apparatus 101, the information received in the chatbot conversation at the second information processing terminal (outdoor) 103, which is the handover source before the conversation is handed over to the first information processing terminal 102, and the external Recommendation information including the map information Mp can be output to the first information processing terminal 102 based on the environment information.

As a result, when the first information processing terminal 102 takes over the chatbot conversation at the second information processing terminal (outdoor) 103 installed outdoors such as near the entrance of a station, the content of the conversation at the handover source can be taken into consideration to provide recommendation information including the map information Mp.

From these, according to the conversation control system 100 and the information processing device 101 according to the embodiment, by taking over the chatbot conversation between the first information processing terminal 102 and the second information processing terminal 103, Information can be provided through seamless data linkage. As a result, it is possible to realize a recommendation that matches the user's situation, and improve the user's convenience. In addition, by realizing recommendations that suit the user, it is possible to improve the accessibility of recommendation services using chatbots and lead to the use of stores and services. In addition, it is possible to control the movement of the user by guiding the user from one reaction board to another reaction board while continuing the conversation using a smartphone or the like.

The conversation control method described in this embodiment can be implemented by executing a prepared program on a computer such as a personal computer or a workstation. This conversation control program is recorded in a computer-readable recording medium such as a hard disk, flexible disk, CD-ROM, DVD, USB memory, etc., and is executed by being read from the recording medium by a computer. Also, the conversation control program may be distributed via a network such as the Internet.

Further, the information processing apparatus 101 described in the present embodiment can also be realized by application specific ICs such as standard cells and structured ASICs (Application Specific Integrated Circuits), and PLDs (Programmable Logic Devices) such as FPGAs.

Further, the following additional remarks are disclosed with respect to the above-described embodiment.

(Appendix 1) receiving an instruction to start a chat from a first information processing terminal located outdoors, and receiving external environment information acquired by the first information processing terminal;
starting a chatbot conversation on the first information processing terminal based on the external environment information in response to the received instruction to start the chat;
outputting recommendation information including map information to the first information processing terminal based on the information received in the chatbot conversation and the external environment information;
outputting, to the first information processing terminal, recommendation information in which the map information is changed to indoor map information regarding the indoors when the first information processing terminal detects that the first information processing terminal has entered the room;
updating the recommended information changed to the indoor map information in accordance with the handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, and transmitting the updated recommendation information; Output to the second information processing terminal,
A conversation control program characterized by causing a computer to execute processing.

(Additional remark 2) When the request to take over the conversation is received from the second information processing terminal, the updated recommendation information is displayed on the second information processing terminal, and the update in the second information processing terminal is performed. The conversation control program according to appendix 1, wherein a chatbot conversation about the recommended information is started later.

(Appendix 3) After starting a conversation with a chatbot regarding the updated recommendation information in the second information processing terminal, if a request to take over the conversation is received from the first information processing terminal, after the update Displaying information about the recommended information on the first information processing terminal, and starting a chatbot conversation about the updated recommended information on the first information processing terminal;
The conversation control program according to appendix 2, which causes the computer to execute the processing.

(Appendix 4) The recommendation information is information about recommended spots,
The conversation control program according to appendix 1, wherein the map information includes a route from the position of the first information processing terminal to the recommended spot.

(Appendix 5) The indoor map information is an indoor route from the location where the first information processing terminal is detected to enter the indoor location to the indoor location where the second information processing terminal is installed. The conversation control program according to appendix 4, characterized by comprising:

(Appendix 6) The recommended information after updating is information about a store in the recommended spot, and includes an indoor route from the indoor location where the second information processing terminal is installed to the location of the store. The conversation control program according to appendix 5, characterized by:

(Supplementary Note 7) A description of Supplementary note 1, characterized in that the received information is information received in the conversation at the information processing terminal that is the takeover source before the conversation is handed over to the first information processing terminal. conversation control program.

(Appendix 8) receiving an instruction to start a chat from a first information processing terminal located outdoors, and receiving external environment information acquired by the first information processing terminal;
starting a chatbot conversation on the first information processing terminal based on the external environment information in response to the received instruction to start the chat;
outputting recommendation information including map information to the first information processing terminal based on the information received in the chatbot conversation and the external environment information;
outputting, to the first information processing terminal, recommendation information in which the map information is changed to indoor map information regarding the indoors when the first information processing terminal detects that the first information processing terminal has entered the room;
updating the recommended information changed to the indoor map information in accordance with the handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, and transmitting the updated recommendation information; Output to the second information processing terminal,
A conversation control method characterized in that processing is executed by a computer.

(Appendix 9) A communication unit that receives an instruction to start a chat from a first information processing terminal located outdoors and receives external environment information acquired by the first information processing terminal;
In response to the chat start instruction, based on the external environment information, a chatbot conversation is started on the first information processing terminal, and information received in the chatbot conversation and the external environment information are used. recommended information including the map information is output to the first information processing terminal, and when the first information processing terminal detects that the first information processing terminal has entered indoors, the map information is converted to indoor map information relating to the indoors. to the first information processing terminal, and according to the handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, the indoor map a conversation control unit that updates the recommended information changed to information and outputs the updated recommended information to the second information processing terminal;
An information processing device comprising:

100 conversation control system 101 information processing device 102 first information processing terminal 103 second information processing terminal 104 operator terminal 110 network 120 script table 130 script transfer table 200, 300 bus 201, 301 CPU
202, 302 memory 203 disk drive 204 disk 205, 305 communication I/F
206 portable recording medium I/F
207 portable recording medium 303 display 304 input device 306 camera 307 speaker 308 microphone 309 GPS unit 701 communication unit 702 determination unit 703 conversation control unit 710 storage unit 720, 730 reading unit 900, 910, 930, 950, 1000, 1020, 1100 , 1200, 1300 Talk screen 920 Spot information screen 940, 1010, 1030, 1120, 1210 Recommendation information 1031, 1121, 1132, 1211, 1212 Indoor map information

Claims (5)

receiving an instruction to start a chat from a first information processing terminal located outdoors, and receiving external environment information acquired by the first information processing terminal;
starting a chatbot conversation on the first information processing terminal based on the external environment information in response to the received instruction to start the chat;
outputting recommendation information including map information to the first information processing terminal based on the information received in the chatbot conversation and the external environment information;
outputting, to the first information processing terminal, recommendation information in which the map information is changed to indoor map information regarding the indoors when the first information processing terminal detects that the first information processing terminal has entered the room;
updating the recommended information changed to the indoor map information in accordance with the handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, and transmitting the updated recommendation information; Output to the second information processing terminal,
A conversation control program characterized by causing a computer to execute processing. When the request to take over the conversation is received from the second information processing terminal, the updated recommendation information is displayed on the second information processing terminal, and the updated recommendation information in the second information processing terminal is displayed. 2. The conversation control program according to claim 1, for initiating a chatbot conversation about information. After starting a chatbot conversation regarding the updated recommendation information in the second information processing terminal, when a request to take over the conversation is received from the first information processing terminal, Displaying information on the first information processing terminal and starting a chatbot conversation regarding the updated recommended information on the first information processing terminal;
3. The conversation control program according to claim 2, causing the computer to execute processing. receiving an instruction to start a chat from a first information processing terminal located outdoors, and receiving external environment information acquired by the first information processing terminal;
starting a chatbot conversation on the first information processing terminal based on the external environment information in response to the received instruction to start the chat;
outputting recommendation information including map information to the first information processing terminal based on the information received in the chatbot conversation and the external environment information;
outputting, to the first information processing terminal, recommendation information in which the map information is changed to indoor map information regarding the indoors when the first information processing terminal detects that the first information processing terminal has entered the room;
updating the recommended information changed to the indoor map information in accordance with the handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, and transmitting the updated recommendation information; Output to the second information processing terminal,
A conversation control method characterized in that processing is executed by a computer. a communication unit that receives an instruction to start a chat from a first information processing terminal located outdoors and receives external environment information acquired by the first information processing terminal;
In response to the chat start instruction, based on the external environment information, a chatbot conversation is started on the first information processing terminal, and information received in the chatbot conversation and the external environment information are used. recommended information including the map information is output to the first information processing terminal, and when the first information processing terminal detects that the first information processing terminal has entered indoors, the map information is converted to indoor map information relating to the indoors. to the first information processing terminal, and according to the handover of the conversation from the first information processing terminal to the second information processing terminal installed indoors, the indoor map a conversation control unit that updates the recommended information changed to information and outputs the updated recommended information to the second information processing terminal;
An information processing device comprising: