WO2012147394A1 - 評価装置及び評価方法、サービス提供システム、並びにコンピューター・プログラム - Google Patents

評価装置及び評価方法、サービス提供システム、並びにコンピューター・プログラム Download PDF

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Publication number
WO2012147394A1
WO2012147394A1 PCT/JP2012/053958 JP2012053958W WO2012147394A1 WO 2012147394 A1 WO2012147394 A1 WO 2012147394A1 JP 2012053958 W JP2012053958 W JP 2012053958W WO 2012147394 A1 WO2012147394 A1 WO 2012147394A1
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Prior art keywords
user
operation skill
robot
operator
subjective evaluation
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PCT/JP2012/053958
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English (en)
French (fr)
Japanese (ja)
Inventor
寛和 白土
章愛 田中
利充 坪井
岩井　嘉昭
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Sony Corp
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Sony Corp
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Priority to CN201280018828.9A priority Critical patent/CN103493084B/zh
Priority to US14/110,815 priority patent/US20140032281A1/en
Priority to EP12776263.1A priority patent/EP2704091A4/en
Publication of WO2012147394A1 publication Critical patent/WO2012147394A1/ja
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G06Q10/063—Operations research, analysis or management
    • G06Q10/0639—Performance analysis of employees; Performance analysis of enterprise or organisation operations
    • G06Q10/06398—Performance of employee with respect to a job function
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q10/00—Administration; Management
    • G06Q10/06—Resources, workflows, human or project management; Enterprise or organisation planning; Enterprise or organisation modelling
    • G—PHYSICS
    • G16—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR SPECIFIC APPLICATION FIELDS
    • G16H—HEALTHCARE INFORMATICS, i.e. INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR THE HANDLING OR PROCESSING OF MEDICAL OR HEALTHCARE DATA
    • G16H40/00—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices
    • G16H40/20—ICT specially adapted for the management or administration of healthcare resources or facilities; ICT specially adapted for the management or operation of medical equipment or devices for the management or administration of healthcare resources or facilities, e.g. managing hospital staff or surgery rooms

Definitions

  • the technology disclosed in this specification relates to an evaluation apparatus and an evaluation method for evaluating an operator who operates a robot, a service providing system for providing a robot remote operation service, and a computer program.
  • Evaluation apparatus and evaluation method for evaluating operations for providing services such as care and housekeeping services by remotely operating a robot installed in a service, and a service providing system for providing remote operation services for robots operated in daily living spaces And computer programs.
  • a remote operation system in which an operator remotely operates a robot from an operation terminal is known.
  • a robot, a hand, a first force sensor provided on the hand, a slave device including the robot control device and the hand control device, and a second force sensor are provided, and the operation of the slave device is generated by an operator's remote operation
  • the operation input / presentation device, the first force sensor, and the second force for inputting the operator force information as a basis for the operation and presenting the operation information of the slave device and the force information from the first force sensor to the operator
  • a master / slave device including a master device including a remote operation system control device that generates operation command information to a slave device and an operation input / presentation device based on sensor information has been proposed (for example, Patent Document 1). checking).
  • a robot is installed in a user's home such as a care recipient, and an operator such as a helper remotely operates the robot to perform care or help with housework.
  • an operator such as a helper remotely operates the robot to perform care or help with housework.
  • the skill to remotely operate the robot varies from operator to operator. For this reason, even if the same robot is installed in the user's home, there is a problem that the quality of service that can be provided to the user is not constant.
  • a remote operation system that matches an operated device and an operation terminal that remotely operates the operated device with a server on a communication network has been proposed (see, for example, Patent Document 2).
  • this remote operation system based on the operation request information on the operation side and the operation request information on the operated side, a combination of the operation terminal and the operated device to be remotely operated from the operation terminal is determined.
  • the operation request information includes information indicating a task desired to be remotely operated
  • the operation request information includes information indicating a task desired to be remotely operated.
  • no consideration is given to the quantification of physical work, the suitability of operators (helpers) for service recipients (users), and team building between operators. In other words, it is not sufficient as a remote control system for robots that provide care or help with housework.
  • the purpose of the technique disclosed in this specification is to provide an excellent evaluation apparatus and evaluation method that can suitably evaluate an operator who operates a robot, and a remote operation service for a robot operated in a daily living space. It is to provide an excellent service providing system and a computer program that can be provided.
  • a further object of the technology disclosed in the present specification is to provide an excellent evaluation apparatus and evaluation method capable of suitably evaluating an operator who operates a robot, and is necessary for nursing care or housework by combining robot manipulation and remote operation service. It is an object of the present invention to provide an excellent service providing system and a computer program that can realize matching between a user (care recipient) and an operator (helper) and team building between operators.
  • a subjective evaluation acquisition unit that acquires a user's subjective evaluation for each task performed by a robot installed in the same space as the user;
  • An operation skill parameter acquisition unit for acquiring operation skill parameters for a plurality of operation skill items when the operator performs remote control and the robot executes each task; Analyze the relationship between the subjective evaluation acquired by the subjective evaluation acquisition unit and the operation skill parameter acquired by the operation skill parameter acquisition unit, and determine the operation skill item to be subjectively evaluated by the user
  • the analysis department It is the evaluation apparatus which comprises.
  • the evaluation device performs analysis on a plurality of operators per user, and determines that the user performs subjective evaluation with importance.
  • a selection unit is further provided for selecting an operator having a high operation skill parameter for the selected operation skill item as the user.
  • the analysis unit of the evaluation apparatus performs subjective evaluation using multiple regression analysis when the operation skill parameter is a continuous value and a categorical variable. It is configured to model and analyze the relationship with operational skill parameters.
  • the analysis unit of the evaluation apparatus performs analysis of variance when the operation skill parameter is a nominal scale, an order scale, or three or more categories. It is configured to model and analyze the relationship between subjective evaluation and operational skill parameters.
  • the analysis unit of the evaluation apparatus uses covariance analysis when the operation skill parameter is a nominal scale and a small number of continuous values. It is configured to model and analyze the relationship between subjective evaluation and operational skill parameters.
  • the analysis unit of the evaluation apparatus takes into account the correlation between two or more operation skill items, and performs subjective evaluation and operation using a structural equation. It is configured to model and analyze the relationship with skill parameters.
  • the operation skill parameter acquisition unit of the evaluation apparatus according to claim 1 is configured to acquire the operation time of the remote operation by the operator as the operation skill parameter. Has been.
  • the operation skill parameter acquisition unit of the evaluation apparatus according to claim 1 acquires the reaction time of the robot after the user instructs as the operation skill parameter. It is configured as follows.
  • the operation skill parameter acquisition unit of the evaluation apparatus acquires the number of times the robot stopped during remote operation as the operation skill parameter. It is configured.
  • the operation skill parameter acquisition unit of the evaluation apparatus according to claim 1 is configured to acquire the number of remote operation errors by the operator as the operation skill parameter. Has been.
  • the operation skill parameter acquisition unit of the evaluation apparatus acquires, as the operation skill parameter, the frequency at which the robot speaks to the user during operation. It is configured.
  • the operation skill parameter acquisition unit of the evaluation apparatus indicates the operation time of the remote operation by the operator as the operation skill parameter. It is configured to acquire at least two or more of the robot reaction time, the number of times the robot stopped during remote operation, the number of remote operation errors by the operator, or the frequency of the robot talking to the user during operation Yes.
  • the technique according to claim 13 of the present application is A subjective evaluation acquisition step for acquiring a subjective evaluation of the user for each task performed by a robot installed in the same space as the user;
  • An operation skill parameter acquisition step for acquiring operation skill parameters for a plurality of operation skill items when the operator performs remote operation and the robot executes each task; Analyze the relationship between the subjective evaluation acquired in the subjective evaluation acquisition step and the operational skill parameter acquired in the operational skill parameter acquisition step, and determine the operational skill item for the user to perform subjective evaluation with emphasis Analysis steps; It is the evaluation method which has.
  • the present application has been made in consideration of the above-described problems, and the technology according to claim 14 provides: A robot installed in the same space as the user, An operator terminal for remotely operating the robot by an operator; Based on the subjective evaluation of the user for each task executed by the robot and the measurement result of the operation skill parameter when the operator executes each task remotely by the operator via the operator terminal, the user A service provider server that matches the operator and Is a service providing system.
  • system here refers to a logical collection of a plurality of devices (or functional modules that realize specific functions), and each device or functional module is in a single housing. It does not matter whether or not.
  • the technique described in claim 15 of the present application is: A subjective evaluation acquisition unit that acquires a user's subjective evaluation for each task performed by a robot installed in the same space as the user, An operation skill parameter acquisition unit that acquires operation skill parameters for a plurality of operation skill items when the operator performs remote control and the robot executes each task, Analyze the relationship between the subjective evaluation acquired by the subjective evaluation acquisition unit and the operation skill parameter acquired by the operation skill parameter acquisition unit, and determine the operation skill item to be subjectively evaluated by the user Analysis department, As a computer program written in a computer readable format to allow the computer to function.
  • the computer program according to claim 15 of the present application defines a computer program described in a computer-readable format so as to realize predetermined processing on a computer.
  • a cooperative operation is exhibited on the computer, and the same operational effect as the evaluation apparatus according to claim 1 of the present application is obtained. Can do.
  • FIG. 1 is a diagram illustrating a configuration example of a service providing system according to an embodiment of the technology disclosed in this specification.
  • FIG. 2 is a diagram schematically showing a system operation flow in the service providing system shown in FIG.
  • FIG. 3 is a diagram illustrating an example of the user's subjective evaluation and operation skill parameters to be aggregated.
  • FIG. 4 is a diagram showing examples of the user's subjective evaluation and operation skill parameters to be aggregated.
  • FIG. 1 schematically shows a configuration example of a service providing system according to an embodiment of the technology disclosed in this specification.
  • the illustrated system includes a service provider, one or more users, a plurality of operators, and four robots, and provides a remote operation service for a robot operated in a daily life space.
  • the services provided in the daily living space through the remote operation of the robot specifically include care for the care recipient and help with housework. Therefore, the user corresponds to a care recipient and each operator who remotely operates the robot corresponds to a helper.
  • a user (more specifically, a user terminal owned by the user), a robot, and each operator (more specifically, an operator terminal that remotely operates the robot) are service providers through a transmission medium such as a network. (More specifically, each server is connected to a server operated by a service provider).
  • the robot purchased by the user is interconnected with an operator terminal of an operator who remotely controls the robot through a transmission medium such as a network.
  • the robot When a user purchases a robot from a service provider, the robot is installed in the same living space. When the user gives an instruction to the robot, the robot transmits the instruction from the user to the operator in the form of video information, audio information, or other information. When the operator grasps the situation in the user's living space based on the transmitted information, the operator performs a remote operation on the robot through the operator terminal. As a result, the robot provides users with services in a living space such as nursing care and helping with housework.
  • the robot realizes operations such as transportation of objects through remote operation, quantifies the skill of remote operation by the operator, and transmits this to the server of the service provider as operation skill parameters.
  • the user receives a service from the robot, the user transmits a subjective evaluation of the service to the server of the service provider through the user terminal.
  • the server of the service provider is based on the subjective evaluation of the service received from the user and the operation skill of the operator, that is, the operation skill parameter quantitatively evaluated through the robot to be remotely operated. Perform matching. Then, the server selects an operator to be allocated to the user in the subsequent remote operation service and schedules each operator to realize team building between the operators. In addition, the service provider also pays consideration and reward for having engaged in the remote operation service for each operator.
  • FIG. 2 schematically shows a system operation flow in the service providing system shown in FIG.
  • step S201 when a user purchases a robot for remote operation from a service provider, the robot is introduced into the user's own living space (step S201).
  • the service provider who provided the robot selects an operator who remotely operates the robot (step S202). At this time, the operator supports one user by a single or a team of a plurality of operators.
  • the robot transmits the instruction from the user to the operator in the form of video information, audio information, or other information.
  • the operator grasps the situation in the user's living space based on the transmitted information, the operator performs a remote operation on the robot through the operator terminal.
  • the robot performs tasks such as object transportation, tidying up, watching the user, and guiding the user by remote control, and provides services such as care and housework to the user (step S203).
  • the robot When providing a service such as movement of an object by remote operation through an operator terminal, the robot quantitatively evaluates the operator's operation skill and calculates this as an operation skill parameter (step S204).
  • the operation skill parameters calculated include, for example, the operation time of the service (remote operation), the reaction time of the robot after instructed by the user, the number of times the robot stopped during the remote operation by the operator, and the remote operation by the operator.
  • the number of operation errors, the frequency with which the robot talks to the user during operation, and the like can be listed, and these values are measured for each task performed by the robot.
  • the user gives instructions to the operator via the robot and receives services such as nursing care and helping with housework. Then, the user who has received the service can notify the service provider's server of the subjective evaluation of the service through the user terminal (step S205).
  • the user's subjective evaluation is, for example, a score subjectively assigned by the user to each task executed by the robot.
  • the service provider aggregates the user's subjective evaluation and operation skill parameters obtained from the robot on the server. Then, the service provider can be used for the evaluation of the operator, the change of the operator, the selection of the operator for the new user, and the team building between the operators corresponding to the service requested by the user.
  • FIG. 3 shows a functional configuration for realizing selection of an operator for a user who has purchased a robot and team building between operators according to the service requested by the user in the service providing system shown in FIG. Show.
  • the user When a robot installed in his / her living space executes a task, the user inputs a subjective evaluation for the task at the subjective evaluation input unit 31 such as a user terminal. Then, on the server side of the service provider, the subjective evaluation acquisition unit 32 acquires the subjective evaluation input by each user.
  • the robot installed in the user's living space executes a task in response to the operator remotely operating on the operator terminal. Further, the robot operates as the operation skill / parameter measurement unit 33 to measure operation skill / parameters for a plurality of operation skill items when each task is executed. Then, on the server side of the service provider, the operation skill parameter acquisition unit 34 acquires operation skill parameters for each operation skill item measured by the operation skill parameter measurement unit 33.
  • the analysis unit 35 in the server of the service provider analyzes the relationship between the subjective evaluation acquired by the subjective evaluation acquisition unit 32 and the operation skill parameter acquired by the operation skill parameter acquisition unit 34, and the user gives more weight.
  • the operation skill items to be subjectively evaluated are determined.
  • Fig. 4 shows an example of the user's subjective evaluation and operation skill parameters that are aggregated.
  • the user's subjective evaluation is, for example, a score given by the user subjectively for each task executed by the robot.
  • the operation skill parameters are, for example, the service (remote operation) operation time measured for each task performed by the robot, the reaction time after the user instructs it, and the number of times the robot stopped during remote operation. The number of remote operation errors and the frequency of talking to the user during operation.
  • the relationship between the user's subjective evaluation and the operation skill parameter can be expressed by, for example, a general linearization model. Assume that the robot executes tasks # 1 to #N and measures operation skill parameters including p operation skill items # 1 to #p, and y 1 , .., Y N , and operation skill parameters are x 1 ,..., X p , the general linearization model is expressed as the following equation (1).
  • a b is the weight of each operation skill parameter for subjective evaluation.
  • E is an error, and expresses a portion that cannot be expressed only by operation skill parameters.
  • the relationship between the subjective evaluation and the operation skill parameters can be modeled using multiple regression analysis.
  • the relationship between subjective evaluation and operation skill parameter can be modeled using analysis of variance.
  • the relationship between subjective evaluation and operation skill parameter can be modeled using covariance analysis.
  • any one of the operation skill items can be calculated by aggregating the operation skill parameters measured when one or more users perform one or more tasks by remotely operating the robot. You can know whether you are good or bad. Therefore, the service provider can match the operator according to the user's preference by selecting an operator who is good at the remote operation of the robot with respect to the operation skill item on which the user places importance.
  • the weight A b is estimated on the assumption that the operation skill parameter X is independent among the parameters, that is, uncorrelated.
  • there is a correlation between actual operational skill parameters For example, when the operation time and the number of stops are considered as operation skill parameters, it is considered that there is a correlation between two variables. This is because the longer the number of stops, the longer the operation time. It is also considered that there is a correlation between subjective evaluations performed by the user in each of the two tasks. Furthermore, it is considered that there is a correlation between the subjective evaluation of the user's task and the operation skill parameter measured when the robot performs the task.
  • a structural equation model can be considered as a method of modeling in consideration of such correlation between operation skill parameters, correlation between subjective evaluations, and correlation between subjective evaluation and operation skill parameters.
  • the structural equation model is given by the following equation (3).
  • D is an error with respect to the subjective evaluation Y
  • a a is a coefficient matrix in which coefficients ⁇ aij expressing the defining power from the operation skill parameter x j to other operation skill parameters x i are arranged in ij elements.
  • a c is a coefficient matrix expressing the defining power from the subjective evaluation y j to another subjective evaluation y i
  • a d is a coefficient matrix expressing the defining power from the subjective evaluation y j to the operation skill parameter x i . .
  • the general linearization model can be rephrased as a special case of the structural analysis model.
  • the structural analysis model By using this structural analysis model, the relationship between the user's subjective evaluation and each operator's operation skill parameters is analyzed. It is possible to grasp the operation skill items that are regarded as important more accurately.
  • the structural equation model is excellent in clarifying the causal relationship between parameters, and can clarify the structure between parameters. Therefore, it is possible to model not only the relationship between the subjective evaluation of the user and the operation skill parameter of each operator, but also the causal relationship including the change of the operator ID and time series. In that case, the operator ID and the used time are included in the matrix for analysis.
  • a subjective evaluation acquisition unit that acquires a user's subjective evaluation for each task executed by a robot installed in the same space as the user, and a plurality of operations when the operator performs a remote operation and the robot executes each task Analyzes the relationship between the operation skill parameter acquisition unit that acquires operation skill parameters for skill items, the subjective evaluation acquired by the subjective evaluation acquisition unit, and the operation skill parameters acquired by the operation skill parameter acquisition unit And an analysis unit that determines an operation skill item for which the user attaches importance and performs subjective evaluation.
  • the evaluation device further including a selection unit to perform.
  • the analysis unit performs analysis by modeling the relationship between the subjective evaluation and the operation skill parameter using multiple regression analysis.
  • the evaluation apparatus as described in.
  • the analysis unit uses a variance analysis to model and analyze the relationship between the subjective evaluation and the operation skill parameter.
  • the analysis unit models and analyzes the relationship between the subjective evaluation and the operation skill parameter using covariance analysis.
  • the analysis unit considers the correlation between two or more operation skill items, and analyzes and analyzes the relationship between subjective evaluation and operation skill parameters using a structural equation.
  • the evaluation device described. The evaluation device according to (1), wherein the operation skill parameter acquisition unit acquires an operation time of remote operation by an operator as an operation skill parameter. (8) The evaluation device according to (1), wherein the operation skill parameter acquisition unit acquires a reaction time of the robot after an instruction from a user as an operation skill parameter. (9) The evaluation device according to (1), wherein the operation skill parameter acquisition unit acquires the number of times the robot has stopped during remote operation as the operation skill parameter. (10) The evaluation device according to (1), wherein the operation skill parameter acquisition unit acquires the number of remote operation errors by the operator as the operation skill parameter.
  • the evaluation device wherein the operation skill parameter acquisition unit acquires a frequency at which the robot speaks to the user during operation as an operation skill parameter.
  • the operation skill parameter acquisition unit uses the operation skill parameter as the operation skill parameter, the operation time of the remote operation by the operator, the reaction time of the robot after the user instructs, the number of times the robot stopped during the remote operation, the operation The evaluation apparatus according to (1), wherein at least two or more of a remote operation error count by a person or a frequency at which a robot speaks to a user during operation is acquired.
  • Subjective evaluation acquisition step of acquiring a user's subjective evaluation for each task executed by a robot installed in the same space as the user, and a plurality of operations when the operator performs a remote operation and the robot executes each task Analyzing the relationship between the operation skill parameter acquisition step for acquiring the operation skill parameter for the skill item, the subjective evaluation acquired in the subjective evaluation acquisition step, and the operation skill parameter acquired in the operation skill parameter acquisition step And an analysis step of determining operation skill items for which the user attaches importance and performs subjective evaluation.
  • a robot installed in the same space as the user, an operator terminal for an operator to remotely operate the robot, a user's subjective evaluation for each task performed by the robot, and an operator using the operator terminal
  • a service provider server that performs matching between a user and an operator based on a measurement result of an operation skill parameter when the robot performs each task by remote control via a service provider system.
  • Subjective evaluation acquisition unit that acquires a user's subjective evaluation for each task executed by a robot installed in the same space as the user, and a plurality of operation skills when the operator performs a remote operation and the robot executes each task
  • An operation skill parameter acquisition unit that acquires operation skill parameters for an item, analyzes the relationship between the subjective evaluation acquired by the subjective evaluation acquisition unit and the operation skill parameter acquired by the operation skill parameter acquisition unit.

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PCT/JP2012/053958 2011-04-25 2012-02-20 評価装置及び評価方法、サービス提供システム、並びにコンピューター・プログラム Ceased WO2012147394A1 (ja)

Priority Applications (3)

Application Number Priority Date Filing Date Title
CN201280018828.9A CN103493084B (zh) 2011-04-25 2012-02-20 评价装置、评价方法以及服务提供系统
US14/110,815 US20140032281A1 (en) 2011-04-25 2012-02-20 Evaluation device and evaluation method, service providing system, and computer program
EP12776263.1A EP2704091A4 (en) 2011-04-25 2012-02-20 ASSESSMENT APPROACH AND ASSESSMENT PROCEDURE, SERVICE DELIVERY SYSTEM AND COMPUTER PROGRAM

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JP2011097647A JP5720398B2 (ja) 2011-04-25 2011-04-25 評価装置及び評価方法、サービス提供システム、並びにコンピューター・プログラム
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