WO2021130999A1 - 会話制御プログラム、会話制御方法および情報処理装置 - Google Patents

会話制御プログラム、会話制御方法および情報処理装置 Download PDF

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Publication number
WO2021130999A1
WO2021130999A1 PCT/JP2019/051290 JP2019051290W WO2021130999A1 WO 2021130999 A1 WO2021130999 A1 WO 2021130999A1 JP 2019051290 W JP2019051290 W JP 2019051290W WO 2021130999 A1 WO2021130999 A1 WO 2021130999A1
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WO
WIPO (PCT)
Prior art keywords
information
conversation
information processing
processing terminal
user
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
Application number
PCT/JP2019/051290
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English (en)
French (fr)
Japanese (ja)
Inventor
裕子 堀添
中村　和宏
慎二 生川
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Fujitsu Ltd
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Fujitsu Ltd
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Filing date
Publication date
Application filed by Fujitsu Ltd filed Critical Fujitsu Ltd
Priority to JP2021566710A priority Critical patent/JP7205649B2/ja
Priority to PCT/JP2019/051290 priority patent/WO2021130999A1/ja
Publication of WO2021130999A1 publication Critical patent/WO2021130999A1/ja
Priority to US17/828,294 priority patent/US20220294749A1/en
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • H—ELECTRICITY
    • H04—ELECTRIC COMMUNICATION TECHNIQUE
    • H04L—TRANSMISSION OF DIGITAL INFORMATION, e.g. TELEGRAPHIC COMMUNICATION
    • H04L51/00—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail
    • H04L51/02—User-to-user messaging in packet-switching networks, transmitted according to store-and-forward or real-time protocols, e.g. e-mail using automatic reactions or user delegation, e.g. automatic replies or chatbot-generated messages
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F13/00—Interconnection of, or transfer of information or other signals between, memories, input/output devices or central processing units
    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F9/00—Arrangements for program control, e.g. control units
    • G06F9/06—Arrangements for program control, e.g. control units using stored programs, i.e. using an internal store of processing equipment to receive or retain programs
    • G06F9/46—Multiprogramming arrangements
    • G06F9/54—Interprogram communication
    • G06F9/546—Message passing systems or structures, e.g. queues

Definitions

  • the present invention relates to a conversation control program, a conversation control method, and an information processing device.
  • Digital boards capable of two-way communication linked with chatbots have begun to be used.
  • Digital boards are used, for example, to guide stores and facilities.
  • digital boards are installed in highly public places such as government offices, train stations, and towns, and are expected to be used by an unspecified number of people.
  • the identification information for identifying the content information is transmitted to an external information device and the content is displayed.
  • the user information of the user included in the group is displayed as a candidate of the designated destination, and the user information selected from the candidates is displayed.
  • the first content are associated with each other, the first content is transmitted, and when the received second content is associated with the user information of the terminal, the second content is associated with the user information of the terminal in a manner different from the other contents.
  • the present invention aims at smooth use of services using chatbots.
  • a chat start instruction is received from the first information processing terminal, user information acquired by the first information processing terminal is received, and the first information processing terminal responds to the chat start instruction.
  • the first conversation in the chat bot on the information processing terminal is started and the takeover information indicating the takeover from the first conversation is received from the second information processing terminal, the first conversation is based on the takeover information.
  • the second conversation following the first conversation in the chatbot at the second information processing terminal is started, and the first information processing terminal is different from the first conversation based on the received user information.
  • a conversation control program is provided that displays information or initiates a process different from that of the first conversation.
  • FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment.
  • FIG. 2 is an explanatory diagram showing a system configuration example of the conversation control system 200.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101.
  • FIG. 4 is a block diagram showing a hardware configuration example of the information processing terminal 201.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the script table 240.
  • FIG. 6 is an explanatory diagram showing a specific example of script information.
  • FIG. 7 is an explanatory diagram showing an example of the stored contents of the script inheritance table 250.
  • FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101.
  • FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101.
  • FIG. 9 is an explanatory diagram showing an operation example of the conversation control system 200.
  • FIG. 10 is an explanatory diagram (No. 1) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 11 is an explanatory diagram (No. 2) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 12 is an explanatory diagram (No. 3) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 13 is an explanatory diagram (No. 1) showing a screen example of a conversation screen displayed on the second information processing terminal 202.
  • FIG. 14 is an explanatory diagram (No. 2) showing a screen example of a conversation screen displayed on the second information processing terminal 202.
  • FIG. 15 is an explanatory diagram (No. 4) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 16 is an explanatory diagram (No. 5) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 17 is an explanatory diagram (No. 6) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 18 is an explanatory diagram (No. 7) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 19 is a flowchart (No. 1) showing an example of the first conversation control processing procedure of the information processing apparatus 101.
  • FIG. 20 is a flowchart (No. 2) showing an example of the first conversation control processing procedure of the information processing device 101.
  • FIG. 21 is a flowchart showing an example of the second conversation control processing procedure of the information processing device 101.
  • FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment.
  • the information processing device 101 is a computer that controls the conversation of the chatbot.
  • a chatbot is a computer system that uses artificial intelligence to interact with humans and exchange messages.
  • the first information processing terminal 102 is a computer used when a user has a conversation with a chatbot.
  • the first information processing terminal 102 is installed in a highly public place such as a station or an airport, or a place where products and services are provided such as a store or a commercial facility, and is used by an unspecified number of people.
  • the first information processing terminal 102 may be a stationary information processing terminal or a portable information processing terminal. More specifically, for example, the first information processing terminal 102 is a digital board provided with a large touch panel display, a tablet PC (Personal Computer) rented out to a user at a store, or the like.
  • the first information processing terminal 102 is a digital board provided with a large touch panel display, a tablet PC (Personal Computer) rented out to a user at a store, or the like.
  • the second information processing terminal 103 is a computer used by the user when having a conversation with the chatbot.
  • the second information processing terminal 103 is a smartphone, tablet PC, or the like owned by an individual user.
  • the second information processing terminal 103 may be rented out to the user at a store or the like.
  • the first information processing terminal 102 uses the first information processing terminal 102 to provide a service using two-way communication in cooperation with a chatbot.
  • Examples of services include a service that accepts inquiries and applications from users who visit airports, stores, government offices, etc., and a service that introduces recommended stores and facilities.
  • the user may have a companion.
  • a companion For example, when a user with a child uses the service, he / she must pay attention to the child so as not to encounter any incident or accident while continuing to chat on his / her personal terminal.
  • the companion is an adult, the user may rush to make an erroneous operation or give up using the service because he / she feels ashamed for making him / her wait.
  • the first information processing terminal 102 even after the conversation with the chatbot is taken over from the first information processing terminal 102 to the second information processing terminal 103, the first information processing terminal 102 continues to respond to the companion. By doing so, a conversation control method for smooth use of services using chatbots will be described.
  • a processing example of the information processing apparatus 101 will be described.
  • the information processing device 101 receives a chat start instruction from the first information processing terminal 102 and also receives the user information acquired by the first information processing terminal 102.
  • the chat start instruction is for starting a conversation between the user and the chatbot.
  • the user information is information about a user who uses the first information processing terminal 102.
  • user information includes information that identifies the presence or absence of a companion.
  • the companion is, for example, a child, family member, friend, etc. who accompanies the user.
  • the user information may include information representing the characteristics of the user.
  • the user information may include information representing the characteristics of the companion.
  • Information representing the characteristics of the user or companion is, for example, information that identifies the age, age (generation), gender, language, clothing, presence or absence of a wheelchair, etc. of the user or companion. Further, the user information may include position information (latitude, longitude, altitude, etc.) indicating the user's current position, and weather information (temperature, humidity, weather, etc.) of the user's current position.
  • position information latitude, longitude, altitude, etc.
  • weather information temperature, humidity, weather, etc.
  • the information processing device 101 may receive a chat start instruction from the first information processing terminal 102, and may also receive identification information corresponding to the first information processing terminal 102.
  • the identification information corresponding to the first information processing terminal 102 is, for example, information indicating that the first information processing terminal 102 is installed in a highly public place, a store, or a commercial facility. .. Further, the identification information corresponding to the first information processing terminal 102 may be information that uniquely identifies the first information processing terminal 102.
  • the identification information corresponding to the first information processing terminal 102 is, for example, one of the information for determining the script information to be applied to the conversation of the chatbot in the first information processing terminal 102.
  • the script information is information (scenario) that defines the processing related to the conversation of the chatbot. Specifically, for example, the script information is information that defines the flow of chat talk processing.
  • the user information 110 acquired by the first information processing terminal 102 and the identification information 120 corresponding to the first information processing terminal 102 are received from the first information processing terminal 102 together with the chat start instruction. It is assumed that it is done.
  • the user u is a user who uses a service linked with the chatbot.
  • the companion c is a person who accompanies the user u.
  • the information processing device 101 starts the first conversation in the chatbot on the first information processing terminal 102 in response to the chat start instruction. Specifically, for example, the information processing apparatus 101 determines the first script information based on the identification information 120 corresponding to the received first information processing terminal 102.
  • the first script information is script information applied to the conversation of the chatbot on the first information processing terminal 102. Then, the information processing device 101 starts the first conversation using the determined first script information. In the first information processing terminal 102, the user has a conversation with the chatbot by selecting an option or inputting a message.
  • the identification information 120 is information indicating that the first information processing terminal 102 is installed in a highly public place.
  • the information processing device 101 may determine, for example, the script information stored in advance for the terminal installed in a highly public place as the first script information.
  • the identification information 120 is information indicating that the first information processing terminal 102 is installed in a specific store.
  • the information processing device 101 may determine, for example, the script information stored in advance for the terminal installed in a specific store as the first script information.
  • the identification information 120 is a terminal ID that uniquely identifies the first information processing terminal 102.
  • the information processing apparatus 101 may determine, for example, the script information stored in advance in association with the terminal ID of the first information processing terminal 102 as the first script information.
  • the information processing device 101 uses the first script information X to start the first conversation in the chatbot at the first information processing terminal 102.
  • the first conversation is, for example, an open chat conversation held in a highly public place. In open chat, for example, questions about highly confidential personal information are not asked.
  • the information processing device 101 receives the takeover information from the second information processing terminal 103.
  • the takeover information is information indicating the takeover from the first conversation.
  • the takeover information includes, for example, information that identifies the first script information.
  • the hand-over information may include information for identifying a place where the first conversation is interrupted, a conversation history of the first conversation, and the like.
  • the second information processing terminal 103 indicates the takeover from the first conversation in the chatbot at the first information processing terminal 102, for example, by reading the takeover guide output from the first information processing terminal 102. Acquire takeover information. That is, the takeover information is acquired based on the takeover guidance read by the second information processing terminal 103.
  • the takeover guidance interrupts the conversation in the open chat and encourages the conversation to continue in the closed chat held on the user's smartphone or the like.
  • closed chat for example, it is possible to ask questions about personal information that is more confidential than open chat.
  • the takeover guidance is output from the first information processing terminal 102 when the conversation content satisfies a predetermined condition after the first conversation is started. More specifically, for example, the takeover guidance is displayed on the first information processing terminal 102 as a two-dimensional code such as a QR (Quick Response) code. QR code is a registered trademark.
  • the second information processing terminal 103 reads the QR code 130 displayed on the first information processing terminal 102, so that the first conversation in the chatbot on the first information processing terminal 102 It is assumed that the takeover information 140 indicating the takeover from is acquired. Then, it is assumed that the information processing device 101 receives the takeover information 140 from the second information processing terminal 103.
  • the information processing device 101 When the information processing device 101 receives the takeover information from the second information processing terminal 103, the information processing device 101 follows the first conversation in the chatbot at the second information processing terminal 103 based on the takeover information. Start a conversation. Specifically, for example, the information processing apparatus 101 determines the second script information based on the received takeover information 140.
  • the second script information is script information applied to the conversation of the chatbot on the second information processing terminal 103. Then, the information processing device 101 starts a second conversation following the first conversation by using the determined second script information. In the second information processing terminal 103, the user has a conversation with the chatbot by selecting an option or inputting a message.
  • the information processing apparatus 101 may determine, for example, a script stored in advance in association with the first script information X as the second script information.
  • the takeover information 140 includes information for identifying the first script information X and information for specifying the place where the first conversation is interrupted (takeover place).
  • the information processing apparatus 101 sets the script information corresponding to the takeover location specified from the takeover information 140 among the script information stored in advance in association with the takeover location of the first script information X. It may be decided to the script information of 2.
  • the second script information may define the flow of conversation after the inherited point in the first script information. That is, instead of preparing the first script information and the second script information separately, the part after the inheritance point of the first script information may be used as the second script information.
  • the second script information Y is determined from the takeover information 140.
  • the information processing apparatus 101 uses the second script information Y to start a second conversation following the first conversation in the chatbot at the second information processing terminal 103.
  • the second conversation is a closed chat conversation.
  • the user u can input personal information and perform troublesome procedures at the second information processing terminal 103.
  • the information processing device 101 starts displaying information different from the first conversation or processing different from the first conversation on the first information processing terminal 102 based on the received user information.
  • the information different from the first conversation is information displayed to the companion, for example, a message or an image having a content different from that of the first conversation.
  • the process different from the first conversation is a process performed for the companion, for example, outputting information different from the first conversation or accepting input of information different from the first conversation. It is a process to do.
  • the companion is a person who accompanies the user who has a second conversation following the first conversation with the chatbot on the second information processing terminal 103, and is, for example, a child, a family member, a friend, or the like of the user.
  • the information processing device 101 displays information different from the first conversation on the first information processing terminal 102, or the first Start a process different from the conversation in 1.
  • the information processing terminal 102 displays information different from the first conversation, or the first information processing terminal 102. You may decide to start a process different from the conversation.
  • Display of information different from the first conversation, or processing different from the first conversation is realized by, for example, the first script information. That is, the first script information may describe a process for displaying information different from the first conversation, or a process different from the first conversation.
  • the display of information different from the first conversation or the processing different from the first conversation may be realized by the script information different from the first script information.
  • the display of information different from the first conversation, or the processing different from the first conversation is realized in a format different from the conversation format with the chatbot (video playback, music playback, etc.). It may be.
  • the information processing device 101 When the information processing device 101 indicates that the user has no companion, the information processing device 101 displays information different from the first conversation on the first information processing terminal 102, or the first conversation. Does not start different processing. In this case, the information processing device 101 may end the first conversation in the chatbot at the first information processing terminal 102.
  • the user information 110 indicates that the user u has a companion c.
  • the information processing device 101 starts the second conversation in the second information processing terminal 103, and then starts the reproduction of the content 150 in the first information processing terminal 102.
  • the content 150 is information directed to the companion c, displays information different from the first conversation, and accepts input of information different from the first conversation.
  • the content 150 may display information for children or perform processing for children.
  • the content 150 may display information for foreign tourists or perform processing for foreign tourists.
  • the information processing device 101 it is possible to take over the chat between different devices.
  • the information processing device 101 can take over the conversation with the chatbot from the first information processing terminal 102 installed in a highly public place to the second information processing terminal 103 owned by the individual user.
  • the personal information is stolen by a third party by taking over the conversation with the chatbot from the first information processing terminal 102 to the second information processing terminal 103. Can be prevented.
  • information that the companion may be interested in may be displayed while the user continues to chat with the second information processing terminal 103. You can entertain your companion by performing processing.
  • the content 150 can be provided to the companion c on the first information processing terminal 102 while the user u continuously chats with the second information processing terminal 103.
  • the first information processing terminal 102 continues to respond to the companion c, and the service using the chatbot is smooth. It can be used.
  • the conversation control system 200 is applied to, for example, a computer system that provides a service using two-way communication in cooperation with a chatbot.
  • FIG. 2 is an explanatory diagram showing a system configuration example of the conversation control system 200.
  • the conversation control system 200 includes an information processing device 101, a first information processing terminal 201, a second information processing terminal 202, and an operator terminal 203.
  • the information processing device 101, the first information processing terminal 201, the second information processing terminal 202, and the operator terminal 203 are connected via a wired or wireless network 210.
  • the network 210 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.
  • the information processing device 101 has a FAQ (Freakmently Asked Question) master 220, a chat log DB (Database) 230, a script table 240, and a script takeover table 250, and controls the conversation of the chatbot.
  • the information processing device 101 is a server.
  • the FAQ master 220 stores the FAQ.
  • FAQ means "frequently asked questions" and is a collection of questions and answers to questions that are expected in advance.
  • the question may be a question of how to solve some problem, or it may be a spoken question. Answers include answers that indicate how to solve the question being asked and answers to spoken questions.
  • the chat log DB 230 stores the chat log.
  • the chat log is a conversation history related to a conversation between a user and a chatbot.
  • the chat log is stored in the chat log DB 230 in association with the room ID, for example.
  • the room ID can identify a series of conversations with the chatbot.
  • the stored contents of the script table 240 and the script takeover table 250 will be described later with reference to FIGS. 5 and 7.
  • the first information processing terminal 201 is a computer used when a user has a conversation with a chatbot.
  • the first information processing terminal 201 is installed in a highly public place, a store, a commercial facility, or the like, and is used by an unspecified number of people.
  • the first information processing terminal 102 shown in FIG. 1 corresponds to, for example, the first information processing terminal 201.
  • the second information processing terminal 202 is a computer used by the user when having a conversation with the chatbot.
  • the second information processing terminal 202 is a smartphone, tablet PC, or the like owned by an individual user.
  • the second information processing terminal 103 shown in FIG. 1 corresponds to, for example, the second information processing terminal 202.
  • the operator terminal 203 is a computer used by the operator.
  • An operator is a person who responds to a user when switching from a chatbot-enabled conversation to a manned-enabled conversation.
  • the operator can communicate with the user by using the telephone function of the operator terminal 203, text communication, or the like.
  • the operator terminal 203 is a PC or a tablet PC.
  • the conversation control system 200 may include a plurality of first information processing terminals 201, a second information processing terminal 202, and a plurality of operator terminals 203, respectively.
  • a plurality of first information processing terminals 201 may be installed at each place where a service using two-way communication linked with a chatbot is provided.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101.
  • the information processing device 101 includes a CPU (Central Processing Unit) 301, a memory 302, a disk drive 303, a disk 304, a communication I / F (Interface) 305, and a portable recording medium I / F 306. , And a portable recording medium 307. Further, each component is connected by a bus 300.
  • CPU Central Processing Unit
  • the CPU 301 controls the entire information processing device 101.
  • the CPU 301 may have a plurality of cores.
  • the memory 302 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like.
  • the flash ROM stores the OS (Operating System) program
  • the ROM stores the application program
  • the RAM is used as the work area of the CPU 301.
  • the program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.
  • the disk drive 303 controls data read / write to the disk 304 according to the control of the CPU 301.
  • the disk 304 stores the data written under the control of the disk drive 303. Examples of the disk 304 include a magnetic disk and an optical disk.
  • the communication I / F 305 is connected to the network 210 through a communication line, and is connected to an external computer (for example, the first information processing terminal 201, the second information processing terminal 202, and the operator terminal 203 shown in FIG. 2) via the network 210. Etc.).
  • the communication I / F 305 controls the interface between the network 210 and the inside of the device, and controls the input / output of data from an external computer.
  • a modem, a LAN adapter, or the like can be adopted for the communication I / F 305.
  • the portable recording medium I / F 306 controls data read / write to the portable recording medium 307 according to the control of the CPU 301.
  • the portable recording medium 307 stores the data written under the control of the portable recording medium I / F 306.
  • Examples of the portable recording medium 307 include a CD (Compact Disc) -ROM, a DVD (Digital Any Disk), and a USB (Universal Serial Bus) memory.
  • the information processing device 101 may include, for example, an SSD (Solid State Drive), an input device, a display, or the like, in addition to the above-described components. Further, the information processing apparatus 101 does not have to have, for example, a disk drive 303, a disk 304, a portable recording medium I / F 306, and a portable recording medium 307 among the above-described components.
  • SSD Solid State Drive
  • I / F portable recording medium
  • first and second information processing terminals 201 and 202 (Hardware configuration example of the first and second information processing terminals 201 and 202) Next, hardware configuration examples of the first and second information processing terminals 201 and 202 will be described.
  • the first and second information processing terminals 201 and 202 are referred to as "first information processing terminal 201 and the like".
  • FIG. 4 is a block diagram showing a hardware configuration example of the information processing terminal 201.
  • the first information processing terminal 201 and the like include a CPU 401, a memory 402, a display 403, an input device 404, a communication I / F 405, a camera 406, a speaker 407, and a microphone 408. Further, each component is connected by a bus 400.
  • the CPU 401 controls the entire control of the first information processing terminal 201 and the like.
  • the CPU 401 may have a plurality of cores.
  • the memory 402 is a storage unit having, for example, a ROM, a RAM, a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and the RAM is used as a work area of the CPU 401.
  • the program stored in the memory 402 is loaded into the CPU 401 to cause the CPU 401 to execute the coded process.
  • the display 403 is a display device that displays data such as a cursor, an icon, a toolbox, a document, an image, and functional information.
  • a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.
  • the input device 404 has keys for inputting characters, numbers, various instructions, etc., and inputs data.
  • the input device 404 may be a touch panel type input pad, a numeric keypad, or the like, or may be a keyboard, a mouse, or the like.
  • the communication I / F 405 is connected to the network 210 through a communication line, and is connected to an external computer (for example, an information processing device 101, an operator terminal 203) via the network 210. Then, the communication I / F 405 controls the interface between the network 210 and the inside of the own device, and controls the input / output of data from the external device.
  • an external computer for example, an information processing device 101, an operator terminal 203
  • Camera 406 is a photographing device that captures an image (still image or moving image) and outputs image data.
  • the speaker 407 converts an electric signal into voice and outputs the voice.
  • the microphone 408 receives voice and converts it into an electric signal.
  • the first information processing terminal 201 and the like may include, for example, an HDD (Hard Disk Drive), SSD, short-range wireless communication I / F, portable recording medium I / F, and portable recording. It may have a medium, a GPS (Global Positioning System) unit, or the like.
  • the operator terminal 203 shown in FIG. 2 can also be realized by the same hardware configuration as the first information processing terminal 201 and the like.
  • the script table 240 is realized by, for example, a storage device such as the memory 302 and the disk 304 shown in FIG.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the script table 240.
  • the script table 240 has user attributes and script fields, and by setting information in each field, script management information 500-1 to 500-n is stored as a record (n is 2 or more). Natural number).
  • the user attribute represents the characteristics of the user.
  • the user attribute may represent the characteristics of the companion.
  • user attributes are categorized by at least one or a combination of age, gender, language, clothing, presence or absence of companions, number of companions, presence or absence of wheelchairs, location information, weather information, and the like.
  • User attributes include, for example, "accompanied (infant)”, “accompanied (adult, foreigner)", “20s x female x companion (infant)", “40s x male x companion”. Yes (adults, foreigners) ”and so on.
  • the features in parentheses after "with companion” represent the features of the companion.
  • "ALL” may be provided for all users.
  • the attribute ID (for example, UA1, UA2, ..., UAn) that identifies the user attribute is described.
  • the script is script information (scenario) that defines the conversation flow of the chatbot, and is prepared in association with the user attribute.
  • the script ID for example, SP1, SP2, ..., SPn
  • the script management information 500-1 indicates the script information SP1 corresponding to the user attribute UA1.
  • the chat log stored in the chat log DB 230 shown in FIG. 2 is analyzed to determine what kind of script information is associated with which user attribute.
  • script information is created in consideration of changes in frequently used FAQs and services due to differences in the characteristics of users and companions.
  • the script table 240 may be provided for each place (airport, station, store, commercial facility, etc.) that provides a service using two-way communication in cooperation with a chatbot, for example.
  • script information (Specific example of script information)
  • a specific example of the script information will be described with reference to FIG.
  • the script information SP1 corresponding to the user attribute UA1 will be described as an example.
  • FIG. 6 is an explanatory diagram showing a specific example of script information.
  • the script information SP1 is information (scenario) that defines the conversation flow of the chatbot.
  • a part of the script information SP1 is excerpted and displayed.
  • the script information SP1 is information that defines chat processing.
  • Talk processing is processing for realizing the operation (behavior) of the chatbot.
  • the talk process is a process of speaking, a process of displaying options, a process of selecting an option according to a user operation, a process of performing a procedure according to a selected option or input information, and a process of ending a talk process. And so on.
  • STR-1 indicates the start of talk processing.
  • TXT-1 indicates a process of uttering a message.
  • SLC-2 indicates a process of displaying the options of OPT-3 to OPT-8.
  • the FAQ-1 is a process of searching and displaying FAQs according to options.
  • ERR-10 indicates error processing.
  • the FAQ search is performed using, for example, the FAQ master 220 shown in FIG.
  • the script takeover table 250 is realized by, for example, a storage device such as the memory 302 and the disk 304 shown in FIG.
  • FIG. 7 is an explanatory diagram showing an example of the stored contents of the script inheritance table 250.
  • the script inheritance table 250 has fields for the first script, the inheritance location, the user attribute, and the second script, and by setting information in each field, script inheritance information (for example, script inheritance information) 700-1 to 700-6) are stored as a record.
  • the first script is the script information of the takeover source.
  • User attributes represent the characteristics of the user, and are classified by, for example, a combination of age, gender, language, clothing, location information, weather information, and the like.
  • the user attribute may be "ALL".
  • the second script is the script information of the inheritance destination, and is prepared in association with the user attribute.
  • the script takeover information 700-1 indicates the script information SP1-1 of the takeover destination corresponding to the user attribute UA100 in association with the takeover location OPT-8 of the script information SP1 of the takeover source.
  • the script inheritance table 250 may store the second script in association with the inheritance location of the first script. That is, the second script may be prepared in association with the inherited part of the first script without considering the user attribute.
  • FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101.
  • the information processing device 101 includes a communication unit 801, a determination unit 802, a conversation control unit 803, and a storage unit 810.
  • the communication unit 801 to the conversation control unit 803 causes the CPU 301 to execute a program stored in a storage device such as the memory 302, the disk 304, and the portable recording medium 307 shown in FIG.
  • the function is realized by the communication I / F 305.
  • the processing result of each functional unit is stored in a storage device such as a memory 302 or a disk 304, for example.
  • the storage unit 810 is realized by a storage device such as a memory 302 or a disk 304, for example.
  • the storage unit 810 stores the script table 240 shown in FIG. 5 and the script takeover table 250 shown in FIG. 7.
  • the communication unit 801 receives the chat start instruction from the first information processing terminal 201, and also receives the user information acquired by the first information processing terminal 201. Further, the communication unit 801 may receive the chat start instruction from the first information processing terminal 201 and further receive the identification information corresponding to the first information processing terminal 201.
  • the user information is information about a user who uses the first information processing terminal 201.
  • the user information includes information that can identify the characteristics of the user.
  • the user information may include information that can identify the characteristics of the companion.
  • the characteristics of the user are, for example, age, age (generation), gender, language, clothes, presence of companion, presence of wheelchair, etc.
  • Companion characteristics include, for example, age, age (generation), gender, language, clothing, and the presence or absence of a wheelchair.
  • the user information may include position information indicating the current position and weather information of the current position.
  • the first information processing terminal 201 may be made to input user information by a user's operation input using an input device 404 (see FIG. 4). In this case, the first information processing terminal 201 transmits the input user information to the information processing device 101 together with an instruction to start a conversation with the chatbot.
  • the first information processing terminal 201 detects a user captured by the camera 406 (see FIG. 4) of the own terminal, or responds to a user's operation input using the input device 404 (see FIG. 4). User information may be acquired. In this case, the information processing terminal 201 transmits the acquired user information to the information processing device 101 together with an instruction to start a conversation with the chatbot.
  • the first information processing terminal 201 analyzes the image information (for example, a moving image) taken by the image pickup device, and analyzes the user's age, gender, clothes, presence / absence of a wheelchair, and companion. User information such as presence / absence may be acquired.
  • the first information processing terminal 201 analyzes the image information taken by the image pickup device and acquires the user information such as the companion's age, gender, clothes, and the presence or absence of a wheelchair. You may.
  • the imaging device may be a camera 406 mounted on the first information processing terminal 201, or may be a camera (not shown) installed in association with the first information processing terminal 201.
  • a camera (not shown) installed in association with the first information processing terminal 201 is installed at a position where a user using the first information processing terminal 201 can be photographed, for example, at an airport or a store.
  • a camera (not shown) installed in association with the first information processing terminal 201 may be capable of photographing a person waiting to use the first information processing terminal 201.
  • the first information processing terminal 201 may analyze the voice information received by the microphone 408 (see FIG. 4) to acquire user information such as the gender and language of the user or the companion. Further, the first information processing terminal 201 may acquire weather information such as temperature, humidity, and weather by using an environment sensor (not shown) or by inquiring to an external server.
  • the first information processing terminal 201 may acquire position information indicating the current position by a GPS unit (not shown). However, when the first information processing terminal 201 is a stationary computer such as a digital board, the position information indicating the installation position of the first information processing terminal 201 may be stored in the memory 402 in advance.
  • the communication unit 801 may receive the image information captured by the camera 406 or the camera (not shown) installed in association with the first information processing terminal 201 as the user information. Further, the communication unit 801 may receive the voice information received by the microphone 408 as the user information.
  • the information processing device 101 may acquire information representing the characteristics of the user or the companion from the received image information or voice information, for example. That is, the process of analyzing the image information and the audio information may not be performed on the first information processing terminal 201 side, but may be performed on the information processing device 101 side.
  • the first information processing terminal 201 or the information processing device 101 uses a method based on machine learning such as deep learning to determine the age, gender, clothes, language, presence / absence of a wheelchair, and companion from the feature quantities of images and sounds. Information such as presence / absence may be extracted.
  • the identification information corresponding to the first information processing terminal 201 is one of the information used for determining the script information to be applied to the conversation of the chatbot in the first information processing terminal 201.
  • the identification information corresponding to the first information processing terminal 201 indicates that the first information processing terminal 201 is installed in a highly public place, a store, or a commercial facility. Further, the identification information corresponding to the first information processing terminal 201 may be information that uniquely identifies the first information processing terminal 201.
  • the determination unit 802 determines the first script information to be applied to the chatbot conversation in the first information processing terminal 201. Specifically, for example, the determination unit 802 may determine the first script information based on the identification information corresponding to the received first information processing terminal 201.
  • the determination unit 802 determines, for example, the script information stored in advance for the terminal installed in a highly public place as the first script information.
  • the determination unit 802 determines the first script information based on the received user information by referring to the storage unit 810 that stores the script information corresponding to each of the plurality of user attributes, for example. May be good. That is, the determination unit 802 determines the first script information according to the characteristics of the user and the characteristics of the companion.
  • the determination unit 802 refers to the storage unit 810 when the identification information corresponding to the first information processing terminal 201 indicates that the first information processing terminal 201 is installed at a specific place. Then, the first script information may be determined based on the received user information. Specific locations are, for example, highly public places, stores, commercial facilities, and the like.
  • the determination unit 802 determines the first script information according to the characteristics of the user and the characteristics of the companion only when the first information processing terminal 201 is installed at a specific place.
  • the determination unit 802 first stores the script information stored in advance for the terminal installed in a place other than the specific place. You may decide on the script information of.
  • the determination unit 802 specifies the user attribute based on the user information in response to the chat start instruction. Then, the determination unit 802 refers to the script table 240 and determines the script corresponding to the specified user attribute as the first script information.
  • the determination unit 802 identifies the user attribute "accompanied (infant)" based on, for example, user information. Then, the determination unit 802 refers to the script table 240 and determines the script corresponding to the specified user attribute “with companion (infant)” as the first script information.
  • the determination unit 802 specifies, for example, the user attribute "20s x female x companion (infant)" based on the user information. Then, the determination unit 802 refers to the script table 240 and determines the script corresponding to the specified user attribute "20's x female x companion (infant)" as the first script information.
  • the determination unit 802 specifies, for example, the user attribute "40s x male x companion (adult, female)" based on the user information. Then, the determination unit 802 refers to the script table 240 and determines the script corresponding to the specified user attribute "40s x male x companion (adult, female)" as the first script information.
  • the determination unit 802 specifies, for example, the user attribute "40s x male x companion (adult, foreigner)" based on the user information. Then, the determination unit 802 refers to the script table 240 and determines the script corresponding to the specified user attribute "40s x male x companion (adult, foreigner)" as the first script information.
  • the determination unit 802 may refer to the script table 240 and determine the script corresponding to the user attribute "ALL" as the first script information. Further, the determination unit 802 may refer to the script table 240 and determine the script corresponding to at least one element of the user attribute as the first script information.
  • the determination unit 802 may, for example, refer to the script table 240 and determine the script corresponding to the user attribute “with companion (infant)” as the first script information.
  • the conversation control unit 803 starts the first conversation in the chatbot on the first information processing terminal 201 by using the determined first script information. Specifically, for example, the conversation control unit 803 uses the chatbot to speak, display options, and execute procedures according to the selected options according to the first script information.
  • chat log The conversation history between the chatbot and the user in the first information processing terminal 201 (so-called chat log) is stored in, for example, the chat log DB 230 shown in FIG.
  • chat log DB 230 A screen example of the conversation screen displayed on the display 403 of the first information processing terminal 201 will be described later with reference to, for example, FIG.
  • the conversation control unit 803 provides the first information processing to take over the first conversation.
  • the conversation content includes, for example, the selected option and the input message in the first conversation.
  • the takeover guidance interrupts the conversation on the first information processing terminal 201 and encourages the personal terminal (second information processing terminal 202) to continue the conversation. That is, the takeover guidance interrupts the first conversation on the first information processing terminal 201, and prompts, for example, to continue the first conversation on the second information processing terminal 202 owned by the individual user. Is.
  • the takeover guide is information that can acquire the takeover information indicating the takeover from the first conversation by reading the takeover guide.
  • the takeover information includes information that identifies the first script information, for example, a script ID. Further, the takeover information may include information for identifying a place where the first conversation is interrupted (takeover place) and a conversation history of the first conversation.
  • the takeover location is represented by, for example, information that identifies the talk process that interrupted the first conversation, for example, a process name such as TXT- #, SLC- #, or OPT- #.
  • the transfer point may be specified from the conversation history of the first conversation.
  • the takeover guidance is displayed on the display 403 of the first information processing terminal 201, for example, as a one-dimensional code or a two-dimensional code.
  • a one-dimensional code for example, there is a bar code.
  • a two-dimensional code for example, there is a QR code.
  • the conversation control unit 803 may output a message such as "Please read the QR code" to the first information processing terminal 201 together with the QR code.
  • the takeover guidance may be output from a non-contact IC (Integrated Circuit) tag (not shown) of the first information processing terminal 201.
  • the conversation control unit 803 may output a message such as "Please touch here" to the non-contact IC tag portion of the first information processing terminal 201, for example.
  • the non-contact IC tag for example, an NFC (Near Field Communication) tag can be used.
  • predetermined conditions can be set arbitrarily.
  • the predetermined condition may be a condition that "the content of the inquiry is related to personal information".
  • personal information is information that can identify an individual, such as a name, date of birth, telephone number, and address.
  • the predetermined condition may be a condition that "the content of the inquiry is related to a specific store or service”. Information for specifying what kind of thing (personal information, store, service, etc.) the inquiry content is related to is described in, for example, the first script information.
  • the conversation control unit 803 analyzes the conversation content received from the first information processing terminal 201 based on the first script information, and determines whether or not the conversation content satisfies a predetermined condition. to decide. Then, when it is determined that the predetermined condition is satisfied, the conversation control unit 803 causes the first information processing terminal 201 to output the takeover guidance of the first conversation.
  • which talk processing should be used to output the takeover guidance of the first conversation may be preset in the first script information. That is, in the flow of the first conversation, it is set in advance so that the takeover guidance is output at the timing when a predetermined condition is satisfied.
  • the second information processing terminal 202 reads the takeover guidance from the first conversation output from the first information processing terminal 201 by the reading unit 820, thereby displaying the takeover information indicating the takeover from the first conversation. get. Specifically, for example, the second information processing terminal 202 acquires the takeover information by reading the QR code displayed on the display 403 of the first information processing terminal 201 by the reading unit 820. Further, the second information processing terminal 202 may acquire the takeover information by receiving the takeover guidance output from the non-contact IC tag of the first information processing terminal 201 by the reading unit 820. ..
  • the second information processing terminal 202 may acquire the user information acquired by the first information processing terminal 201 together with the takeover information. Specifically, for example, the second information processing terminal 202 reads the takeover guidance from the first conversation output from the first information processing terminal 201 by the reading unit 820, so that the user can read the takeover information together with the takeover information. Information may be obtained.
  • the second information processing terminal 202 may communicate with the first information processing terminal 201 by short-range wireless communication to acquire user information. Further, the second information processing terminal 202 may be made to input user information by, for example, a user's operation input using the input device 404 of the own terminal. It should be noted that what kind of attribute information is to be input is determined in advance, for example.
  • the second information processing terminal 202 transmits the acquired takeover information to the information processing device 101 in response to the acquisition of the takeover information indicating the takeover from the first conversation. At this time, the second information processing terminal 202 may transmit the user information acquired by the own terminal to the information processing device 101 together with the takeover information.
  • the user information is acquired from, for example, the first information processing terminal 201 together with the takeover information.
  • the second information processing terminal 202 analyzes the image information taken by the camera 406 of the own terminal and the voice information received by the microphone 408 (see FIG. 4) of the own terminal to acquire the user information. You may decide to do it. In this case, the second information processing terminal 202 does not have to acquire the user information acquired by the first information processing terminal 201.
  • the second information processing terminal 202 may inquire of the user for permission to transmit the takeover information when transmitting the takeover information. In this case, when the transmission permission is obtained, the second information processing terminal 202 transmits, for example, the user information acquired by the own terminal together with the takeover information to the information processing device 101.
  • the communication unit 801 receives the takeover information indicating the takeover from the first conversation from the second information processing terminal 202. Further, the communication unit 801 may receive the user information acquired by the second information processing terminal 202 together with the takeover information.
  • the determination unit 802 determines the second script information to be applied to the chatbot conversation on the second information processing terminal 202 based on the received takeover information. Specifically, for example, the determination unit 802 refers to the storage unit 810 that stores the script information that defines the conversation flow of the chatbot following the first conversation in association with the inherited portion of the first script information. Then, the second script information may be determined based on the takeover information.
  • the determination unit 802 may determine the second script information based on the received takeover information and the user information.
  • the storage unit 810 stores script information that defines the conversation flow of the chatbot following the first conversation, which corresponds to each of the plurality of user attributes in association with the inheritance location of the first script information. Suppose you are. In this case, the determination unit 802 may determine the second script information based on the takeover information and the user information with reference to the storage unit 810.
  • the determination unit 802 specifies the user attribute based on the user information. Then, the determination unit 802 determines the second script information based on the specified user attribute and the inheritance information with reference to the script inheritance table 250 as shown in FIG. 7.
  • the user attribute specified from the user information is "20s x female”.
  • the takeover information includes the script ID "SP1" that identifies the first script information and the takeover location "OPT-8".
  • the determination unit 802 refers to the script takeover table 250, and makes a second script corresponding to the first script “SP1”, the takeover location “OPT-8”, and the user attribute “20s ⁇ female”. Determine the script information.
  • the determination unit 802 may refer to the script inheritance table 250 and determine the first script, the inheritance location, and the script corresponding to the user attribute "ALL" as the second script information.
  • the conversation control unit 803 uses the determined second script information to start a second conversation following the first conversation in the chatbot on the second information processing terminal 202. Specifically, for example, the conversation control unit 803 uses the chatbot to speak, display options, and execute procedures according to the selected options according to the second script.
  • chat log The conversation history between the chatbot and the user in the second information processing terminal 202 (so-called chat log) is stored in, for example, the chat log DB 230.
  • chat log DB 230 A screen example of the conversation screen displayed on the display 403 of the second information processing terminal 202 will be described later with reference to FIGS. 13 and 14.
  • the conversation control unit 803 displays information different from the first conversation in the first information processing terminal 201, or displays the first information based on the user information acquired by the first information processing terminal 201 received.
  • the information different from the first conversation is information displayed to the companion, for example, a message or an image having a content different from that of the first conversation.
  • the process different from the first conversation is a process performed for the companion, for example, outputting information different from the first conversation or accepting input of information different from the first conversation. It is a process to do.
  • the conversation control unit 803 determines whether or not the user information indicates that there is a companion.
  • the conversation control unit 803 starts a second conversation in the second information processing terminal 202, and then causes the first conversation in the first information processing terminal 201, for example. Displays different information or starts a process different from the first conversation.
  • the conversation control unit 803, for example, starts the second conversation in the second information processing terminal 202 and then ends the first conversation in the first information processing terminal 201. To do.
  • the user information acquired by the first information processing terminal 201 is installed in association with the camera 406 mounted on the first information processing terminal 201 or the first information processing terminal 201 (not shown). ) Is included.
  • the conversation control unit 803 may determine, for example, whether or not the image information included in the user information includes a person who satisfies a predetermined condition.
  • the person who meets the predetermined conditions is, for example, a person who accompanies the user. More specifically, for example, a person who satisfies a predetermined condition is a child who accompanies the user. As children, for example, infants aged 2 to 6 and children aged 7 to 15 are targeted. Then, when the conversation control unit 803 determines that the image information includes a person who satisfies a predetermined condition, the first information processing terminal 201 displays information different from the first conversation, or the first conversation. Starts a different process.
  • the conversation control unit 803 displays information different from that of the first conversation on the first information processing terminal 201, or first. Do not start processing different from the conversation. Then, the conversation control unit 803 ends the first conversation in the first information processing terminal 201.
  • Information different from the first conversation is, for example, information for children.
  • Information for children is, for example, digital contents such as images, videos, and music created for infants and children to see.
  • a process different from the first conversation is, for example, a process for children. Processing for children is, for example, quizzes or games created for use by infants and children.
  • the conversation control unit 803 may determine information different from the first conversation or processing different from the first conversation according to the age or age of the user's companion specified from the user information. Good. For example, when the companion's age is "under 10 years old", the conversation control unit 803 determines information different from the first conversation as information for children. Further, the conversation control unit 803 determines a process different from the first conversation as a process for children.
  • the conversation control unit 803 determines information different from the first conversation as information for adolescents. In addition, the conversation control unit 803 determines a process different from the first conversation as a process for adolescents. For example, when the companion's age is "20's or older", the conversation control unit 803 determines information different from the first conversation as information for adults. In addition, the conversation control unit 803 determines a process different from the first conversation as a process for adults.
  • the conversation control unit 803 may determine information different from the first conversation or processing different from the first conversation according to the language used by the user's companion identified from the user information. Good. For example, if the companion's age is "under 10 years old" and the companion's language is "English", the conversation control unit 803 provides information different from the first conversation, and the language used is English for the child. Determine the information for. Further, the conversation control unit 803 determines a process different from the first conversation to be a process for children whose language is English.
  • the conversation control unit 803 may acquire the waiting status information of the first information processing terminal 201. Then, the conversation control unit 803 displays information different from the first conversation on the first information processing terminal 201 based on the received user information and the acquired waiting status information, or the first conversation. You may start a process different from the above.
  • the waiting status information of the first information processing terminal 201 is information for specifying the waiting status of a person waiting to use the first information processing terminal 201.
  • the waiting status information is information that specifies the presence / absence, the number of people, the waiting time, and the like who are waiting in order to use the first information processing terminal 201.
  • the user information received from the first information processing terminal 201 includes image information taken by a camera (not shown) installed in association with the first information processing terminal 201.
  • This image information is a photograph of a person waiting to use the first information processing terminal 201.
  • the conversation control unit 803 analyzes, for example, the image information included in the user information, and waits to specify the presence or absence or the number of people waiting in order to use the first information processing terminal 201. Information may be obtained.
  • staff may be assigned to each facility to support people who are unfamiliar with the operation of the first information processing terminal 201 or the like or to explain the procedure.
  • the staff may have an information processing terminal capable of inputting the waiting status information of the first information processing terminal 201.
  • the conversation control unit 803 may acquire the waiting status information by receiving the waiting status information of the first information processing terminal 201 from the information processing terminal owned by the staff.
  • the conversation control unit 803 determines whether or not a predetermined waiting status has occurred based on the acquired waiting status information.
  • the predetermined waiting situation can be arbitrarily set, and for example, a situation in which a predetermined number or more of waiting people or a waiting time of a predetermined time or more occurs.
  • the conversation control unit 803 displays information different from that of the first conversation on the first information processing terminal 201, or displays information different from that of the first conversation, even if there is a companion. It may be possible not to start any of the processes different from the first conversation.
  • the conversation control unit 803 displays information different from the first conversation on the first information processing terminal 201 based on the user information, or the first conversation. Starts a process different from.
  • the conversation control unit 803 may determine the digital content having a short reproduction time among the plurality of digital contents as information different from the first conversation. Alternatively, the conversation control unit 803 may determine a game having a short playing time among a plurality of games as a process different from the first conversation.
  • the conversation control unit 803 of the first information processing terminal 201 You may decide to acquire the waiting status information. Then, when the conversation control unit 803 determines that a predetermined waiting status has occurred based on the acquired waiting status information, the conversation control unit 803 displays information different from the first conversation in the first information processing terminal 201. Alternatively, the process different from that of the first conversation may be terminated.
  • the script information may describe a process of switching from a chatbot-compatible conversation to a manned-compatible conversation when a specific condition is met based on the conversation history with the chatbot.
  • the conversation control unit 803 starts a conversation with the chatbot according to the first script information, and then, based on the conversation history, if a specific condition is satisfied, the conversation from the chatbot to the manned conversation. Switch to.
  • the conversation control unit 803 may determine that a specific condition is satisfied when a specific keyword is input.
  • Specific keywords can be set arbitrarily.
  • the specific keyword may be a complaint keyword such as "give a person in charge” or "give a boss”, or may be a business keyword such as "luxury French” or "resort”.
  • the conversation control unit 803 may determine that a specific condition is satisfied when, for example, a specific option is selected a plurality of times.
  • the specific option is selected when the desired information such as "not in this" or "no" is not available. Then, when the conversation control unit 803 determines that a specific condition is satisfied, the first information processing terminal 201 and the operator terminal 203 are connected to switch from the chatbot correspondence to the manned conversation by the operator.
  • FIG. 9 is an explanatory diagram showing an operation example of the conversation control system 200.
  • the user u1 mother
  • the information processing device 101 starts the first conversation in the chatbot at the first information processing terminal 201 in response to the chat start instruction.
  • the information processing device 101 is not shown.
  • the QR code 901 is displayed because it is necessary to input personal information.
  • the QR code 901 is a guide for taking over the first conversation. That is, the user u1 (mother) is urged to interrupt the conversation on the first information processing terminal 201 and continue the conversation on the personal terminal (second information processing terminal 202).
  • the user u1 uses the second information processing terminal 202 to read the QR code 901 displayed on the first information processing terminal 201, thereby following the first conversation with the chatbot. Start a conversation. Specifically, for example, when the information processing device 101 receives the takeover information from the second information processing terminal 202, it causes a second conversation following the first conversation in the chatbot at the second information processing terminal 202. Start.
  • the user u1 (mother) can apply for a support service for children using the second information processing terminal 202 (see, for example, FIGS. 13 and 14 described later).
  • the information processing device 101 starts a process different from the first conversation in the first information processing terminal 201 based on the user information acquired by the first information processing terminal 201.
  • the content 910 for children is intended to attract the interest of the companions c1 and c2 (two children) who will wait while the user u1 (mother) is operating on the second information processing terminal 202.
  • Contents 911-916 are included.
  • a video about how to ride an airplane is displayed in a picture book format so that even children can understand it.
  • content 914 you can play rock-paper-scissors with your avatar.
  • content 916 you can take a quiz about airplanes.
  • the companions c1 and c2 enjoy watching the video and playing a game until the operation of the user u1 (mother) on the second information processing terminal 202 is completed. be able to. This prevents the children from getting bored and kneading or going somewhere and getting lost while the parents are in the process.
  • a screen example of a conversation screen will be described by taking a service provided by an airline company as an example. Further, the user is defined as a "mother with a child”, and the user attribute specified from the user information acquired by the first information processing terminal 201 is defined as "with a companion (infant)".
  • FIG. 10 is an explanatory diagram (No. 1) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • the conversation screen 1000 starts a conversation with the chatbot by using the first script information corresponding to the user attribute “accompanied (infant)”
  • the first information processing terminal 201 This is an example of a conversation screen displayed on the display 403.
  • the avatar av1 is a character representing an airport employee.
  • selection buttons 1001 to 1005 corresponding to each of the plurality of services are displayed in a conversation format.
  • the service to be used is selected by selecting one of the selection buttons 1001 to 1005 by the user's operation input using the input device 404 (see FIG. 4) of the first information processing terminal 201. be able to.
  • the selection button 1001 it is possible to have a conversation with a chatbot about a service for users with babies.
  • the selection button 1002 it is possible to have a conversation with the chatbot about the service for pregnant users. If you select the selection button 1003, you can talk with the chatbot about the support service for children.
  • Priority guests are, for example, physically handicapped guests, sick or injured guests, and so on.
  • the selection button 1006 when the selection button 1006 is selected on the conversation screen 1000, the contents of the selection button can be updated and the available services can be changed. Further, when the language buttons b1, b2, b3, and b4 are selected on the conversation screen 1000, the language used can be switched. For example, when the language button b1 is selected, the language used can be switched from Japanese to English.
  • a message can be input by selecting the box Bx, and a message input to the box Bx can be sent to the chatbot side (information processing device 101) by selecting the send button b5. Can be sent.
  • the user can select a service to be used from a plurality of services provided by the airline company at the airport.
  • FIG. 11 is an explanatory diagram (No. 2) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • FIG. 12 is an explanatory diagram (No. 3) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • the conversation screen 1100 is an example of a conversation screen displayed on the display 403 of the first information processing terminal 201 when the selection button 1003 is selected on the conversation screen 1000 shown in FIG. According to the conversation screen 1100, the user can confirm the flow of the procedure when applying for the support service for children.
  • the conversation screen 1100 when the forward button 1101 is selected by the user's operation input, the conversation screen 1200 shown in FIG. 12 can be advanced. Further, when the return button 1102 is selected on the conversation screen 1100, the conversation screen 1000 shown in FIG. 10 can be returned.
  • the conversation screen 1200 is an example of a conversation screen displayed on the display 403 of the first information processing terminal 201 when the forward button 1101 is selected on the conversation screen 1100 shown in FIG.
  • the conversation screen 1200 is an operation screen for handing over the conversation (first conversation) with the chatbot in the first information processing terminal 201 to the personal terminal (second information processing terminal 202).
  • the message 1202 is displayed in a conversational format together with the QR code 1201.
  • the QR code 1201 is a takeover guide regarding a conversation with the chatbot in the first information processing terminal 201.
  • the message 1202 prompts the reader to read the QR code 1201.
  • the user can use the second information processing terminal 202 with the chatbot in the first information processing terminal 201. You can take over the conversation.
  • the conversation screen 1100 shown in FIG. 11 can be returned.
  • FIG. 13 is an explanatory diagram (No. 1) showing a screen example of a conversation screen displayed on the second information processing terminal 202.
  • FIG. 14 is an explanatory diagram (No. 2) showing a screen example of a conversation screen displayed on the second information processing terminal 202.
  • the conversation screen 1300 is an example of an operation screen for performing a second conversation following the first conversation with the chatbot in the first information processing terminal 201.
  • the conversation screen 1400 is an example of an operation screen for inputting various information (including personal information) necessary for using the support service for children.
  • the user can input information such as the departure date, the boarding flight, the name / contact information of the person who sees off, the name / contact information of the person who greets the person, and the name / age of the child.
  • the user can apply for the support service for children using the second information processing terminal 202.
  • the QR code is displayed on the second information processing terminal 202.
  • This QR code is a two-dimensional code that records various information input on the conversation screen 1400.
  • a support card for children with the QR code printed will be issued, and the application for support services for children will be completed.
  • the support card for children is carried by a child traveling alone and is used to check various information such as application details.
  • FIG. 15 is an explanatory diagram (No. 4) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • the conversation screen 1500 is a conversation displayed on the display 403 of the first information processing terminal 201 after the conversation screen 1200 shown in FIG. 12 when the user attribute is “with a companion (infant)”. This is an example of a screen.
  • the avatar av2 is a character representing an airport employee.
  • Information different from the first conversation is displayed on the conversation screen 1500.
  • the conversation screen 1500 along with the message 1501, selection buttons 1502 and 1503 corresponding to the contents for infants are displayed in a conversational format.
  • Message 1501 prompts the selection of content for young children.
  • FIG. 16 is an explanatory diagram (No. 5) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • the conversation screen 1610 is an operation screen relating to the content of kids Fun 1.
  • the content of kids Fun 1 is the content to play rock-paper-scissors with Avatar av2.
  • an operation screen like the conversation screen 1620 will be displayed.
  • the selection button 1621 is selected by the operation input of the companion (child)
  • the player can play rock-paper-scissors with the avatar av2 again.
  • the selection button 1622 is selected by the operation input of the companion (child)
  • the content of kids Fun 1 can be terminated.
  • the companion can enjoy playing rock-paper-scissors with the avatar av2 while the user (mother) is performing the procedure on the second information processing terminal 202.
  • FIG. 17 is an explanatory diagram (No. 6) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • the conversation screen 1700 is an operation screen relating to the content of the kids enjoyment 2.
  • the content of kids Fun 2 is the content that challenges the quiz issued by Avatar av2.
  • the quiz question 1702 is displayed in a conversational format together with the message 1701.
  • Message 1701 prompts you to answer the quiz.
  • the quiz can be answered by selecting one of the selection buttons 1703 and 1704 by the operation input of the companion (child).
  • the answer to the quiz can be "jumbo jet”.
  • the companion can challenge and enjoy the quiz given by the avatar av2 while the user (mother) is performing the procedure on the second information processing terminal 202.
  • the quiz question 1702 shown in FIG. 17 is a relatively easy question for young children.
  • the question of the quiz may be decided according to the age and age of the companion (child).
  • a screen example of a conversation screen displayed when the age of the companion (child) is 10 to 12 years old will be described with reference to FIG.
  • FIG. 18 is an explanatory diagram (No. 7) showing a screen example of a conversation screen displayed on the first information processing terminal 201.
  • the conversation screen 1800 is an operation screen relating to the content of the kids enjoyment 2.
  • the content of kids Fun 2 is the content that challenges the quiz issued by Avatar av2.
  • the quiz question 1802 is displayed in a conversational format together with the message 1801.
  • the quiz can be answered by selecting any of the selection buttons 1803 to 1805 by the operation input of the companion (child).
  • the quiz question 1802 is a question for the upper grades of elementary school, and is more difficult than the quiz question 1702 shown in FIG. In this way, by controlling the difficulty level of the quiz according to the age and age of the companion (child), the quiz problem may be too easy or too difficult, and the children will soon get bored. Can be prevented.
  • Step S1901 the information processing device 101 determines whether or not the user information acquired by the first information processing terminal 201 is received from the first information processing terminal 201 together with the chat start instruction.
  • the information processing device 101 waits for receiving the user information together with the chat start instruction (step S1901: No). Then, when the information processing device 101 receives the user information together with the chat start instruction (step S1901: Yes), the information processing device 101 identifies the user attribute based on the received user information (step S1902).
  • the information processing device 101 refers to the script table 240 and determines the script corresponding to the specified user attribute as the first script information (step S1903).
  • the first script information is a script applied to the conversation of the chatbot in the first information processing terminal 201.
  • the information processing device 101 starts the first conversation in the chatbot on the first information processing terminal 201 using the determined first script information (step S1904).
  • the information processing device 101 determines whether or not the conversation content received from the first information processing terminal 201 satisfies a predetermined condition (step S1905).
  • the information processing device 101 determines that the predetermined condition is satisfied when it is determined from the conversation content received from the first information processing terminal 201 that the content to be inquired from the next time onward is related to personal information. Further, even if the information processing device 101 determines that the predetermined condition is satisfied when it is determined from the conversation content received from the first information processing terminal 201 that the content to be inquired from the next time onward is related to a specific store or service. Good.
  • step S1905 when the predetermined condition is not satisfied (step S1905: No), the information processing apparatus 101 determines whether or not to end the first conversation (step S1906).
  • the first conversation ends, for example, according to the first script information or in response to a user forced termination operation.
  • step S1906: No if the first conversation is not ended (step S1906: No), the information processing apparatus 101 returns to step S1905. On the other hand, when ending the first conversation (step S1906: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1905 If the predetermined condition is satisfied in step S1905 (step S1905: Yes), the information processing apparatus 101 shifts to step S2001 shown in FIG.
  • the information processing apparatus 101 displays the takeover guidance of the first conversation as a QR code on the display 403 of the first information processing terminal 201 (step S2001). Then, the information processing device 101 determines whether or not the reading of the QR code is completed (step S2002).
  • the information processing device 101 waits for the reading of the QR code to be completed (step S2002: No). Whether or not the reading of the QR code is completed is determined by, for example, whether or not the second conversation following the first conversation is started in the second information processing terminal 202.
  • the information processing device 101 refers to the specified user attribute and determines whether or not the user is accompanied by a child (step S2003).
  • the target children are, for example, infants aged 2 to 6 years old, or children aged 7 to 15 years old.
  • step S2003 when the person is not accompanied by a child (step S2003: No), the information processing apparatus 101 ends the first conversation in the chatbot on the first information processing terminal 201 (step S2004), and a series according to this flowchart. Ends the processing of.
  • the information processing device 101 displays the content for children on the first information processing terminal 201 (step S2005).
  • Children's content may be determined according to the age and age of the child.
  • the information processing device 101 determines whether or not to end the conversation in the chatbot on the first information processing terminal 201 (step S2006).
  • the chatbot conversation ends, for example, according to the first script information or in response to a user forced termination operation.
  • step S2006: No when the conversation in the chatbot is not ended (step S2006: No), the information processing apparatus 101 returns to step S2006.
  • step S2006: Yes when ending the conversation in the chatbot (step S2006: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • the flow of the chatbot conversation on the first information processing terminal 201 can be controlled according to the characteristics of the user and the companion who use the first information processing terminal 201.
  • the conversation on the first information processing terminal 201 open chat
  • the conversation continues on the second information processing terminal 202 closed chat
  • the content for children is displayed on the first information processing terminal 201 to entertain the children while the user continues to support chat on the second information processing terminal 202. be able to.
  • step S1901 the information processing device 101 receives the chat start instruction from the first information processing terminal 201, and further receives the identification information corresponding to the first information processing terminal 201. May be good.
  • the information processing apparatus 101 may further determine the first script information based on the identification information corresponding to the first information processing terminal 201.
  • FIG. 21 is a flowchart showing an example of the second conversation control processing procedure of the information processing device 101.
  • the information processing apparatus 101 determines whether or not the user information is received from the second information processing terminal 202 together with the takeover information indicating the takeover from the first conversation (step S2101). ).
  • the user information is, for example, the user information acquired by the first information processing terminal 201.
  • the information processing device 101 waits for receiving the user information together with the takeover information (step S2101: No). Then, when the information processing apparatus 101 receives the user information together with the takeover information (step S2101: Yes), the information processing device 101 identifies the user attribute based on the received user information (step S2102).
  • the information processing apparatus 101 refers to the script takeover table 250, and based on the specified user attributes and takeover information, provides the second script information to be applied to the chatbot conversation in the second information processing terminal 202. Determine (step S2103). Then, the information processing apparatus 101 uses the determined second script information to start a second conversation following the first conversation in the chatbot at the second information processing terminal 202 (step S2104).
  • the information processing device 101 determines whether or not to end the second conversation in the chatbot on the second information processing terminal 202 (step S2105).
  • the second conversation in the chatbot ends, for example, according to the second script information or in response to the user's forced termination operation.
  • the information processing device 101 waits for the second conversation to end (step S2105: No). Then, when the information processing device 101 ends the second conversation (step S2105: Yes), the information processing device 101 ends a series of processes according to this flowchart.
  • the chat start instruction is received from the first information processing terminal 201, and the user information acquired by the first information processing terminal 201 is received. Then, in response to the chat start instruction, the first conversation in the chat bot at the first information processing terminal 201 can be started.
  • the first conversation in the chatbot on the first information processing terminal 201 can be started in response to the chat start instruction from the first information processing terminal 201.
  • the chatbot in the second information processing terminal 202 is based on the takeover information.
  • a second conversation can be initiated following the first conversation at.
  • a conversation with the chatbot can be performed from the first information processing terminal 201 installed in a highly public place and used by an unspecified number of people to, for example, the second information processing terminal 202 owned by the individual user.
  • the personal information can be stolen by a third party by taking over the conversation with the chatbot from the first information processing terminal 201 to the second information processing terminal 202. Can be prevented.
  • the procedure is carried out on the terminal familiar to the user by taking over the conversation with the chatbot from the first information processing terminal 201 to the second information processing terminal 202. Can be done.
  • the first information processing terminal 201 based on the received user information, starts displaying information different from the first conversation or processing different from the first conversation. be able to. Specifically, for example, when the information processing device 101 determines that the user has a companion based on the received user information, after starting the second conversation on the second information processing terminal 202, The first information processing terminal 201 starts displaying information different from the first conversation or processing different from the first conversation.
  • the user information including the image information captured by the image pickup device can be received from the first information processing terminal 201 together with the chat start instruction.
  • the image pickup apparatus is a camera 406 mounted on the first information processing terminal 201, or a camera (not shown) installed in association with the first information processing terminal 201.
  • the information processing terminal 201 when it is determined that the image information included in the received user information includes a person who satisfies a predetermined condition, the information processing terminal 201 has information different from that of the first conversation.
  • the display or processing different from the first conversation can be started.
  • the person who satisfies the predetermined condition is, for example, a child accompanying the user.
  • the user is accompanied by the image information taken by the camera 406 mounted on the first information processing terminal 201 or the camera (not shown) installed in association with the first information processing terminal 201.
  • a person for example, can determine the presence or absence of a child.
  • the first information processing terminal 201 can display information for children or start processing for children.
  • Children are, for example, infants aged 2 to 6 and children aged 7 to 15.
  • the child when the user is accompanied by a child, the child can be enjoyed by displaying and processing information preferred by the child while the user continues to chat with the second information processing terminal 202. You can do it.
  • the waiting status information of the first information processing terminal 201 is information for specifying the waiting status of a person waiting to use the first information processing terminal 201. Then, according to the information processing device 101, based on the received user information and the acquired waiting status information, the information processing terminal 201 of 1 displays information different from the first conversation, or the first conversation. It is possible to start a process different from the above.
  • the information processing terminal 201 displays information different from that of the first conversation, or the first conversation. It is possible to start a process different from the above.
  • the first information processing terminal 201 when it is determined that a predetermined waiting status has occurred based on the waiting status information of the first information processing terminal 201, the first information processing terminal 201 has the first information processing terminal 201. It is possible not to start either the display of information different from the first conversation or the processing different from the first conversation.
  • the first script information to be applied to the conversation of the chat bot in the first information processing terminal 201 is determined based on the received user information, and the determined first script information is used. It can be used to initiate a first conversation in a chatbot at the first information processing terminal 201.
  • the flow of the first conversation of the chatbot in the first information processing terminal 201 is changed according to the script information determined according to the characteristics of the user who uses the first information processing terminal 201 and the characteristics of the companion. Can be made to.
  • the information processing device 101 it is possible to receive the chat start instruction from the first information processing terminal 201 and further receive the identification information corresponding to the first information processing terminal 201. Then, according to the information processing device 101, it is possible to determine the first script information to be applied to the conversation of the chatbot in the first information processing terminal 201 based on the received identification information.
  • the flow of the first conversation of the chatbot in the first information processing terminal 201 according to the script information determined according to the place where the first information processing terminal 201 is provided (for example, a highly public place). Can be changed.
  • the second script information to be applied to the conversation of the chat bot in the second information processing terminal 202 is determined based on the received takeover information, and the determined second script information is used. It can be used to initiate a second conversation following the first conversation on the chatbot at the second information processing terminal 202.
  • the flow of the second conversation following the first conversation in the chatbot at the second information processing terminal 202 is changed according to the script information determined according to the takeover information indicating the takeover from the first conversation. Can be made to.
  • information different from the first conversation or processing different from the first conversation is performed according to the age or age of the companion of the user specified from the received user information. Can be decided.
  • the content provided to the companion by the first information processing terminal 201 can be determined according to the age or age of the companion. Therefore, while the user continues to chat with the second information processing terminal 202, the first information processing terminal 201 displays information preferred by the companion or performs processing preferred by the companion. , Can entertain companions.
  • information different from the first conversation or processing different from the first conversation is performed according to the language used by the companion of the user specified from the received user information. Can be decided.
  • the content provided to the companion by the first information processing terminal 201 can be determined according to the language used by the companion.
  • the first information processing terminal 101 after the first information processing terminal 201 starts displaying information different from the first conversation or processing different from the first conversation, the first information processing terminal The waiting status information of 201 can be acquired. Then, according to the information processing device 101, when it is determined that a predetermined waiting status has occurred based on the acquired waiting status information, information different from the first conversation in the first information processing terminal 201 is provided. It is possible to end a process different from the display or the first conversation.
  • the information display and processing for the companion is terminated, and the first information processing terminal 201 is used. Can be prevented from being used by some people for a long time. That is, even if the subsequent chat correspondence on the second information processing terminal 202 is not completed, the information display and processing for the companion on the first information processing terminal 201 is terminated.
  • the first conversation takeover guidance is provided. It can be output to the information processing terminal 201.
  • the conversation with the chatbot on the first information processing terminal 201 can be interrupted, and the second information processing terminal 202 can be prompted to continue the conversation. .. Further, the second information processing terminal 202 can acquire the takeover information indicating the takeover from the first conversation by reading the takeover guide output from the first information processing terminal 201.
  • the QR code can be displayed on the first information processing terminal 201 as a guide for taking over the first conversation.
  • the second information processing terminal 202 can be made to acquire the takeover information indicating the takeover from the first conversation by a simple operation of reading the QR code with the second information processing terminal 202.
  • the takeover guidance is output to the first information processing terminal 201. be able to.
  • the conversation with the chatbot is taken over from the first information processing terminal 201 to the second information processing terminal 202, and the personal information is seen or leaked by others. You can prevent it from happening.
  • the conversation with the chatbot is taken over from the first information processing terminal 201 to the second information processing terminal 202, the first While the user continues to chat with the information processing terminal 202 of 2, the companion can be entertained and the service can be used smoothly.
  • the efficiency of use of the first information processing terminal 201 can be improved by smoothly using the service using the chatbot.
  • the user can enter data with peace of mind by entertaining the children and preventing the children from making noise or getting lost. It becomes possible to perform the operation of.
  • the user (coordinator) can entertain the foreign tourists while the user (coordinator) with the foreign tourists is in the process of proceeding, and prevent the foreign tourists from spending time.
  • the conversation control method described in the present embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation.
  • This conversation control program is recorded on a computer-readable recording medium such as a hard disk, flexible disk, CD-ROM, DVD, or USB memory, and is executed by being read from the recording medium by the computer. Further, this conversation control program may be distributed via a network such as the Internet.
  • the information processing device 101 described in the present embodiment can also be realized by a standard cell, an IC for a specific purpose such as a structured ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device) such as an FPGA.
  • a structured ASIC Application Specific Integrated Circuit
  • PLD Programmable Logic Device
  • Information processing device 102 101 First information processing terminal 103, 202 Second information processing terminal 110 User information 120 Identification information 130,901,1201 QR code 140 Handover information 150 Content 200 Conversation control system 203 Operator terminal 210 Network 220 FAQ Master 230 Chat Log DB 240 Script table 250 Script takeover table 300,400 Bus 301,401 CPU 302,402 Memory 303 Disk drive 304 Disk 305,405 Communication I / F 306 Portable recording medium I / F 307 Portable recording medium 403 Display 404 Input device 406 Camera 407 Speaker 408 Microphone 801 Communication unit 802 Decision unit 803 Conversation control unit 810 Storage unit 820 Reading unit

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  • Signal Processing (AREA)
  • Physics & Mathematics (AREA)
  • General Engineering & Computer Science (AREA)
  • General Physics & Mathematics (AREA)
  • Information Transfer Between Computers (AREA)
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