WO2021141004A1 - 情報処理装置、情報処理方法、プログラム及び管理システム - Google Patents

情報処理装置、情報処理方法、プログラム及び管理システム Download PDF

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Publication number
WO2021141004A1
WO2021141004A1 PCT/JP2021/000024 JP2021000024W WO2021141004A1 WO 2021141004 A1 WO2021141004 A1 WO 2021141004A1 JP 2021000024 W JP2021000024 W JP 2021000024W WO 2021141004 A1 WO2021141004 A1 WO 2021141004A1
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WIPO (PCT)
Prior art keywords
user
service
unit
information
input
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
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PCT/JP2021/000024
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English (en)
French (fr)
Japanese (ja)
Inventor
良樹 戸田
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.)
Tradfit Co Ltd
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Tradfit Co Ltd
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Publication date
Application filed by Tradfit Co Ltd filed Critical Tradfit Co Ltd
Priority to JP2021551838A priority Critical patent/JP7007009B2/ja
Publication of WO2021141004A1 publication Critical patent/WO2021141004A1/ja
Priority to JP2021211175A priority patent/JP7364256B2/ja
Anticipated expiration legal-status Critical
Priority to JP2023168396A priority patent/JP7710690B2/ja
Priority to JP2025111678A priority patent/JP7812590B2/ja
Priority to JP2026008985A priority patent/JP7851060B2/ja
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G06—COMPUTING OR CALCULATING; COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services
    • G06Q50/12—Hotels or restaurants

Definitions

  • the present invention relates to an information processing device, an information processing method, a program and a management system.
  • a user terminal installed in a hotel guest room receives input of a service order and time from a user, and manages the order for each time zone so that the service is provided within the time set by the user.
  • the hotel order processing system, etc. to be used is disclosed.
  • Patent Document 1 only manages to provide the service ordered by the user in time, and is not necessarily highly convenient.
  • One aspect is to provide an information processing device or the like that can suitably present the service provided by the facility when the user stays at the facility.
  • the information processing device has a display control unit that displays the types of services that can be provided to the user on the display unit of the user interface installed in the room of the facility where the user stays, and the user interface via the user interface. Based on the reception unit that accepts the selection input of the service type from the user, the acquisition unit that acquires the user information about the user staying in the room corresponding to the user interface that received the input, and the user information.
  • the display control unit includes a determination unit for determining a plurality of selected priorities of the service, and the display control unit displays the service on the display unit according to the determined priority.
  • the service provided by the facility can be preferably presented.
  • FIG. 1 is a schematic view showing a configuration example of a guest room management system.
  • a guest room management system that receives a service usage request (hereinafter, referred to as “request”) from a user staying in a guest room in a lodging room such as a hotel or a private lodging will be described.
  • the guest room management system includes an information processing device 1, a speaker 2, a terminal 3, and a management server 4.
  • Each device is connected to a network N such as the Internet and a LAN (Local Area Network).
  • a network N such as the Internet and a LAN (Local Area Network).
  • accommodation facilities such as hotels and private lodgings will be described as an example, but for example, this system may be applied to a nursing care facility to accept requests from users who sleep in a room of the nursing care facility.
  • the target facility may be any facility where the user stays, and is not limited to accommodation facilities for passengers.
  • the service for accepting requests is not limited to the service provided through the staff (human beings) of the accommodation facility such as room service, but also via the speaker 2 or the like without the staff as in the "question” described later. Including those provided by In the following, when necessary, the former (service through staff) request is called “order” (order) and is distinguished from the latter (service without staff) request. Further, the service may be provided by an article or an electronic medium regardless of whether it is analog or digital.
  • the information processing device 1 is an information processing device capable of transmitting and receiving various types of information processing and information, such as a server computer and a personal computer.
  • the information processing device 1 is a server computer, and in the following, it is read as server 1 for the sake of brevity.
  • the server 1 receives requests for various services (for example, amenities and room service) from users staying in the guest room, and manages the information of the requests.
  • the speaker 2 is a user interface installed in a guest room of an accommodation facility, and is an AI speaker having a voice input / output function and a screen display function.
  • the user interface installed in the guest room is not limited to the AI speaker, and may be, for example, a tablet terminal or a personal computer.
  • the speaker 2 sequentially communicates with the server 1, presents a service that can be provided to the user, and accepts a request.
  • the input / output of voice will be described as an example.
  • the input / output means by the user interface is not limited to the voice input / output means, and the screen (touch panel). Alternatively, it may be an input / output means for inputting characters from a keyboard or the like and outputting the characters to the screen.
  • a television-type terminal having such an input / output function, a system in which a television and an AI speaker are connected, or the like may be used.
  • the input / output means is not limited to voice and screen, and may be, for example, a means for inputting characters using brain waves, an input means using gestures, an input means using myoelectric potentials, and the like. That is, the present invention is not limited to the form of the device and the input means.
  • the terminal 3 is an information processing terminal used by the staff of the accommodation facility, for example, a tablet terminal, a smartphone, a personal computer, or the like. As will be described later, the terminal 3 displays a management screen (see FIG. 7 and the like) showing a list of response status of requests received from users in each guest room, and presents the terminal 3 to the staff. Then, the terminal 3 receives an input for changing the response status to the request from the staff via the management screen, and updates the response status of the request managed in the database of the server 1.
  • a management screen see FIG. 7 and the like
  • the management server 4 is a server computer for managing the business of the accommodation facility, for example, a server computer related to PMS (Property Management System).
  • PMS is a system that centrally manages reservation management, settlement, guest room management, customer information management, etc. of accommodation facilities, and is introduced for each accommodation facility or for each group consisting of multiple accommodation facilities (for example, a hotel chain). ing.
  • the management server 4 records various information including customer information in the accommodation management DB 401, and the server 1 acquires user attribute information and the like from the management server 4.
  • server 1 and the management server 4 may be integrated into a computer, and the server 1 may centrally perform the business management of the accommodation facility.
  • FIG. 2 is a block diagram showing a configuration example of the server 1.
  • the server 1 includes a control unit 11, a main storage unit 12, a communication unit 13, and an auxiliary storage unit 14.
  • the control unit 11 has one or more CPUs (Central Processing Units), MPUs (Micro-Processing Units), GPUs (Graphics Processing Units), and other arithmetic processing units, and stores the program P stored in the auxiliary storage unit 14. By reading and executing, various information processing, control processing, etc. are performed.
  • the main storage unit 12 is a temporary storage area for SRAM (Static Random Access Memory), DRAM (Dynamic Random Access Memory), flash memory, etc., and temporarily stores data necessary for the control unit 11 to execute arithmetic processing.
  • the communication unit 13 is a communication module for performing processing related to communication, and transmits / receives information to / from the outside.
  • the auxiliary storage unit 14 is a non-volatile storage area such as a large-capacity memory or a hard disk, and stores a program P and other data necessary for the control unit 11 to execute processing. Further, the auxiliary storage unit 14 stores the guest room DB 141, the question DB 142, the service DB 143, and the request DB 144.
  • the guest room DB 141 is a database that stores information on the guest room in which the speaker 2 is installed.
  • the question DB 142 is a database that stores a question received from the user via the speaker 2 and an answer to the question.
  • the service DB 143 is a database that stores information on services that can be ordered (requested) at the accommodation facility.
  • the request DB 144 is a database that stores a history of requests received from users.
  • the auxiliary storage unit 14 may be an external storage device connected to the server 1. Further, the server 1 may be a multi-computer composed of a plurality of computers, or may be a virtual machine virtually constructed by software.
  • the server 1 is not limited to the above configuration, and may include, for example, an input unit that accepts operation input, a display unit that displays an image, and the like. Further, the server 1 is provided with a reading unit that reads a portable storage medium 1a such as a CD (CompactDisk) -ROM, a DVD (DigitalVersatileDisc) -ROM, and reads and executes a program P from the portable storage medium 1a. You can do it. Alternatively, the server 1 may read the program P from the semiconductor memory 1b.
  • a portable storage medium 1a such as a CD (CompactDisk) -ROM, a DVD (DigitalVersatileDisc) -ROM
  • FIG. 3 is an explanatory diagram showing an example of the record layout of the guest room DB 141, the question DB 142, the service DB 143, the request DB 144, and the accommodation management DB 401.
  • the guest room DB 141 includes a facility ID row, a room number row, a speaker ID row, and a status row.
  • the facility ID column stores the facility ID for identifying each accommodation facility affiliated with this system.
  • the room number column, the speaker ID column, and the state column are associated with the facility ID, respectively, and correspond to the room number of the guest room, the speaker ID for identifying the speaker 2 installed in the guest room, and the state of the guest room (for example,).
  • the response status of the request it remembers whether the guest room is being cleaned, whether the user is staying in the guest room, etc.).
  • Question DB 142 includes a question column and an answer column.
  • the question sequence stores questions received from the user via the speaker 2.
  • the answer column stores the answer to the question in association with the question.
  • Service DB 143 includes a category column, a service column, and a charge column.
  • the category column stores the categories of services that can be provided to the user.
  • the service column and the charge column are associated with each category and store the services and usage charges included in the category.
  • the services provided by the accommodation facility may be free of charge.
  • the request DB 144 includes a date / time column, a facility column, a room number, a user column, a request column, a charge column, a staff column, and a status column.
  • the date and time column stores the date and time when the request was received.
  • the date and time column, facility column, room number, user column, request column, charge column, staff column, and status column are associated with the date and time, respectively, and the facility ID of the accommodation facility that received the request, the room number of the guest room, and the request are displayed. It stores the name of the user who made the request, the content of the request (name and quantity of the service), the usage fee, the name of the staff who responded, and the status of the request (response status).
  • the accommodation management DB 401 includes a date column, an accommodation facility column, a guest column, and a status column.
  • the date column remembers the date.
  • the accommodation facility column, the guest column, and the status column are associated with the date, respectively, and the facility ID and room number of the accommodation facility where the user stays on the date, and the information of the user who is the guest (for example, the name of the representative and the name of the representative). Attribute information, number of guests, scheduled check-out date, etc.), and check-in status are stored.
  • FIG. 4 is a block diagram showing a configuration example of the speaker 2.
  • the speaker 2 includes a control unit 21, a main storage unit 22, an auxiliary storage unit 23, a communication unit 24, an audio output unit 25, an audio input unit 26, a display unit 27, an input unit 28, and an imaging unit 29.
  • the control unit 21 has an arithmetic processing unit such as a CPU, and performs various information processing, control processing, and the like by reading and executing a program stored in the auxiliary storage unit 23.
  • the main storage unit 22 is a temporary storage area such as a RAM, and temporarily stores data necessary for the control unit 21 to execute arithmetic processing.
  • the auxiliary storage unit 23 is a non-volatile storage area such as a ROM (Read-Only Memory), and stores programs and other data necessary for the control unit 21 to execute processing.
  • the communication unit 24 is a communication module for performing processing related to communication, and transmits / receives information to / from the outside.
  • the voice output unit 25 is a speaker that outputs voice, and outputs the voice given by the control unit 21.
  • the voice input unit 26 is a microphone that collects voice and receives voice input.
  • the display unit 27 is a display screen such as a liquid crystal display, and displays an image given by the control unit 21.
  • the input unit 28 is an operation interface for a touch panel, physical buttons, and the like, and receives operation input.
  • the image pickup unit 29 is a camera provided with an image pickup element such as a CMOS (Complementary MOS) sensor, and captures an image.
  • CMOS Complementary MOS
  • FIG. 5 is a block diagram showing a configuration example of the terminal 3.
  • the terminal 3 includes a control unit 31, a main storage unit 32, an auxiliary storage unit 33, a communication unit 34, a display unit 35, and an input unit 36.
  • the control unit 31 has an arithmetic processing unit such as a CPU, and performs various information processing, control processing, and the like by reading and executing a program stored in the auxiliary storage unit 33.
  • the main storage unit 32 is a temporary storage area such as a RAM, and temporarily stores data necessary for the control unit 31 to execute arithmetic processing.
  • the auxiliary storage unit 33 is a non-volatile storage area such as a ROM, and stores programs and other data necessary for the control unit 31 to execute processing.
  • the communication unit 34 is a communication module for performing processing related to communication, and transmits / receives information to / from the outside.
  • the display unit 35 is a display screen such as a liquid crystal display, and displays an image given by the control unit 31.
  • the input unit 36 is an operation interface for a touch panel, physical buttons, and the like, and receives operation input.
  • 6A to 6F are explanatory views showing an example of a display screen of the speaker 2.
  • the speaker 2 may receive a request only by input / output of voice, but in the present embodiment, it is possible to display the screen and operate the display screen to assist the user so that the request can be made quickly and accurately.
  • To. 6A to 6F show an example of a screen displayed on the display unit 27 of the speaker 2.
  • the speaker 2 sequentially communicates with the server 1, displays each screen of FIGS. 6A to 6F, and accepts a request. The processing contents when the request is received by the speaker 2 will be described with reference to FIGS. 6A to 6F.
  • the speaker 2 is activated when it receives a voice input of a predetermined wake word, a touch operation on the screen, or the like, and displays the screen of FIG. 6A.
  • the screen is a display screen that displays a list of service types that accept requests from the speaker 2.
  • a "question” (“FAQ” in FIG. 6A) is displayed as one type of service
  • an "order” (“ORDER” in FIG. 6A) for ordering (requesting) another service is displayed. ..
  • the speaker 2 accepts the selection input of the type (category) of the service to be used by touching the object displayed on the display screen.
  • the speaker 2 may accept input by operating a physical button or the like. Further, the speaker 2 may accept input by voice instead of manual operation. The same applies to the subsequent processing.
  • the speaker 2 transitions to the screen of FIG. 6B and displays a list of each question stored in the question DB 142, that is, each question that can be answered to the user. Then, the speaker 2 accepts a selection input for selecting a question to be answered from a plurality of questions displayed in a list by a touch operation on the display screen or the like. When the input of the question is accepted, the speaker 2 transitions to the screen of FIG. 6C and displays the answer to the question.
  • the speaker 2 may accept and answer not only the questions set in the question DB 142 by default but also any questions.
  • the speaker 2 receives voice input of an arbitrary question from the user when the screen is displayed in FIG. 6B, converts the input question into text and inputs it to an external search engine, and displays the search result as an answer on the speaker 2. Or output by voice.
  • the speaker 2 may be able to input / output not only the questions and answers prepared in advance but also other questions and answers.
  • the above-mentioned "question” is mentioned as a service provided without the intervention of staff, but the input / output of the question and the answer is an example, and the input / output is not limited to this.
  • the server 1 may output music playback, a search for tourist spots in the surrounding area, information on history and culture for foreigners, and the like in response to a request from the user.
  • the speaker 2 transitions to the screen of FIG. 6D and displays a list of other service types.
  • the service displayed on the screen of FIG. 6D is a service provided through the staff, and is a service provided at the accommodation facility for a fee or free of charge.
  • the speaker 2 displays the types of services that can be provided by room service or the like on the screen of FIG. 6D, and accepts a selection input for selecting one of them.
  • the speaker 2 transitions to the screen of FIG. 6E and displays the service of the selected type.
  • the speaker 2 receives a selection input for ordering any of the displayed services.
  • the server 1 acquires user information about the user staying in the guest room.
  • the user information is information related to the user staying in the guest room, for example, the attribute information of the user, the behavior history in the guest room, which will be described later, or the usage history of the service that the user has used in the accommodation facility in the past. May include.
  • the server 1 determines which service should be preferentially presented to the user and the priority of each service.
  • the server 1 causes the speaker 2 to display each service according to the determined priority.
  • the server 1 identifies the user's guest room by referring to the guest room DB 141 based on the speaker ID (identifier) of the speaker 2 that receives the input of the request. Then, the server 1 requests the management server 4 to output the attribute information of the user staying in the guest room, and acquires the attribute information of the user stored in the accommodation management DB 401 as the user information.
  • the attribute information is, for example, the age, gender, nationality, etc. of the user, but the information may be any information that represents the attributes of the user, and the content thereof is not particularly limited.
  • the server 1 determines the priority of each service based on the acquired attribute information of the user. Specifically, the server 1 determines the priority of each service, and displays the services having the highest priority on the speaker 2 in order from the top.
  • the method of determining the priority order is not particularly limited, but for example, the server 1 refers to the request history (service usage history) of each user stored in the request DB 144, and the attribute information is similar to that of the user by collaborative filtering or the like. Extract services that are frequently requested by other users.
  • the server 1 may create a table of the priority calculation method according to age, gender, etc., and calculate the priority by referring to the table.
  • the server 1 may determine whether to display or hide each service instead of determining the priority.
  • the server 1 may be able to determine which of the services should be presented with priority, and the specific determination method and display mode thereof are not particularly limited.
  • the server 1 may determine the priority by referring to the user information other than the attribute information. For example, the server 1 determines the priority based on the action history of the user in the guest room.
  • the action history includes, for example, a TV program watched by a user in a guest room, a word searched on the Internet (search query), a set time of a wake-up call, and various types of television receivers, personal computers, telephones, etc. installed in the guest room. Information that can be obtained from electronic devices.
  • the server 1 may determine the priority based on the information acquired from various electronic devices, that is, the behavior history information indicating the behavior history of the user in the guest room. As a result, the priority can be determined by more accurately reflecting the user's preference.
  • the priority may be determined based on the user information, and the display order of each question may be changed.
  • the server 1 causes the speaker 2 to display each service of the type selected by the user according to the determined priority.
  • the speaker 2 receives a selection input for selecting one of the displayed services. Further, the speaker 2 transitions to the screen of FIG. 6F, accepts an input of the quantity of the service to be ordered, and confirms the request.
  • the server 1 stores the contents of the request in the request DB 144 in association with the date and time when the request was received, the room number, and the like. Further, the server 1 reads the requested service usage fee from the service DB 143 and adds (calculates) it to the service usage fee charged to the user. The server 1 stores the added charge in the request DB 144.
  • FIG. 7 is an explanatory diagram showing an example of the request list screen.
  • FIG. 7 illustrates a display example of the management screen when the terminal 3 displays a list of requests received from users in each guest room. Based on FIG. 7, the processing content when displaying the information of each guest room on the terminal 3 will be described.
  • the terminal 3 communicates with the server 1 in response to the operation input from the staff, and displays the request list screen of FIG. 7. For example, on the request list screen, the number of floors of each floor of the accommodation facility and the number of requests on each floor are displayed in the menu bar on the left side.
  • the terminal 3 accepts the designated input of the floor displayed on the menu bar, and displays a list of requests from each guest room on the designated floor on the right side of the screen.
  • the terminal 3 displays the name of the requested service, the room number, the date and time when the request was received, etc. for each request.
  • the terminal 3 displays the status 71 indicating the response status of the request.
  • the response status of the request is classified into three stages of "not supported”, “supported", and “supported”. "Not supported” and “Supported” requests are displayed at the top of the screen, and "Supported” requests are displayed at the bottom of the screen.
  • the terminal 3 displays the change button 72 in response to each request.
  • the terminal 3 changes the response status (status 71) of the request according to the operation input to the change button 72, and updates from “not supported” to “supported” and then to “supported”. Specifically, when the change button 72 is tapped once, the status 71 is updated from “not supported” to “supported”, and the name of the staff who operates the terminal 3 is added as the person in charge. When the change button 72 is further tapped, the status 71 is updated from “supporting" to "supported”, and the request moves to the bottom of the screen.
  • the terminal 3 accepts input such as request correction (for example, quantity correction) or request deletion on the screen.
  • request correction for example, quantity correction
  • request deletion on the screen.
  • FIG. 8 is an explanatory diagram showing a request list screen when a request is added.
  • the terminal 3 displays a pop-up screen and accepts the input of the room number of the user's guest room, the type of service (or content), the service name, and the quantity.
  • the information of the request is stored in the request DB 144 and added to the request list screen. As a result, even when a request is received by telephone or verbal from a user, the request can be added on the same screen as the list screen of the requests received by the speaker 2.
  • each service has a priority (priority) according to the attribute information of the user.
  • the service may be displayed. This makes it possible for the staff to recommend appropriate services to the user, for example, when the staff receives a request from the user by telephone or verbally.
  • FIG. 9 is an explanatory diagram showing an example of the guest room list screen.
  • a management screen for displaying a list of requests received from each guest room has been described.
  • FIG. 9 illustrates a display example of the management screen when displaying the status of each guest room in a list, including the response status of the request.
  • each guest room is displayed in a list according to the floor and room number, and the status of each guest room is displayed.
  • the state of the guest room is, for example, whether the request is not met, whether the guest is being cleaned, whether the user (guest) is staying in the guest room, and the guest room is completely cleaned and ready. Whether or not it was done, etc.
  • the information displayed on the guest room list screen may be any information that appropriately represents the state of the guest room, and the content is not limited to the content illustrated in FIG.
  • the server 1 refers to the guest room DB 141 and displays a list of the states of each guest room on the terminal 3.
  • the terminal 3 displays each guest room in a display color according to the state of the guest room, and also displays texts such as "request” and "cleaning” indicating the state of the guest room.
  • FIG. 9 shows how the color-coded display is displayed by hatching.
  • the terminal 3 displays an icon representing an alert in association with the guest room. This allows staff to respond quickly to requests from users.
  • the terminal 3 When the terminal 3 accepts a tap operation to specify one of the guest rooms on the guest room list screen, it displays a pop-up screen (not shown) and accepts an operation input to change (update) the state of the guest room.
  • the server 1 updates the state of the guest room stored in the guest room DB 141.
  • the terminal 3 displays a notification indicating that the guest room status has been updated on the dashboard displayed on the left side of the guest room list screen.
  • FIG. 10 is an explanatory diagram showing an example of the request analysis screen.
  • the server 1 analyzes the history of requests received from the users of each guest room (service usage history) in response to the request from the terminal 3, generates the request analysis screen of FIG. 10, and outputs it to the terminal 3.
  • the request analysis screen includes a period designation column 101, an access number graph 102, a user number graph 103, a category graph 104, and a reduction amount display column 105.
  • the server 1 refers to the history of requests for the period specified in the period designation field 101 from the request DB 144, and analyzes the usage tendency of the service.
  • the server 1 aggregates the number of accesses to the speaker 2 in the designated period by date and generates the access number graph 102. Further, the server 1 aggregates the number of users (number of unique users) who made a request during the designated period by date and nationality (for example, by Japanese or foreigner), and generates a user number graph 103. In addition, the server 1 aggregates the services requested in the designated period by category (type) and generates a graph 104 by category. The server 1 displays each generated graph on the request analysis screen.
  • the server 1 calculates the cost reduction amount reduced by the introduction of this system (speaker 2) based on the number of requests received via the speaker 2, and displays it on the request analysis screen.
  • the cost reduction amount is an estimated amount of labor costs and the like reduced by automatic response by the speaker 2, and is an amount representing the cost reduction effect due to the reduction of staff work.
  • the server 1 determines the cost reduction amount based on the average call time required when providing a service by telephone response and the hourly wage information of the staff who accepts the telephone response (for example, the average hourly wage of the prefecture where the accommodation facility is located). calculate.
  • the server 1 stores parameters used for calculating the cost reduction amount for each of the average call time for answering the telephone and the hourly wage information, and calculates the cost reduction amount using the parameters.
  • the server 1 refers to the request DB 144, totals the number of requests for the period specified in the period designation field 101, and multiplies the totaled number of requests by the average call time and the hourly wage to calculate the cost reduction amount.
  • the server 1 stores different average call times for each type of service (for example, average call time when accepting an amenity order, average call time when accepting a room service order, etc.), and each type of call is stored.
  • the average call time may be multiplied by the number of corresponding types of requests to calculate the cost savings.
  • the server 1 may store different hourly wages for each staff member and calculate the cost reduction amount according to the hourly wages of the staff member in charge of responding to the request.
  • the specific calculation method of the cost reduction amount is not particularly limited.
  • the server 1 displays the calculated cost reduction amount in the reduction amount display column 105. As a result, the cost reduction effect obtained by introducing the speaker 2 can be presented to the accommodation facility side.
  • the priority of each service is determined based on the attribute information of the user, displayed on the speaker 2, and the request is accepted.
  • the request received from each guest room is managed on the display screen of the terminal 3.
  • FIG. 11 is a flowchart showing the procedure of request acceptance processing. Based on FIG. 11, the processing content when receiving a request from the user will be described.
  • the control unit 11 of the server 1 executes the following processing when the speaker 2 is activated by receiving a wake word from the user.
  • the control unit 11 acquires the attribute information of the user staying in the guest room in which the speaker 2 is installed from the accommodation management DB 401 based on the identifier of the activated speaker 2 (step S11).
  • the control unit 11 may acquire not only the attribute information but also the behavior history information of the user in the guest room and use it for determining the priority of the service.
  • control unit 11 causes the speaker 2 to display a list indicating the types of services that can be provided to the user (step S12).
  • the control unit 11 receives a selection input for selecting a service type via the speaker 2 (step S13).
  • the input in the speaker 2 is possible by both the operation input on the display screen (list) and the voice input.
  • the control unit 11 determines whether or not the "question" is selected in step S13 (step S14). When it is determined that the "question” is selected (S13: YES), the control unit 11 refers to the question DB 142 and causes the speaker 2 to display a list of questions that can be answered (step S15). The control unit 11 receives input of a question via the speaker 2 (step S16). The control unit 11 causes the speaker 2 to display an answer corresponding to the input question (step S17), and ends a series of processes.
  • control unit 11 determines whether or not the "order" is selected (step S18). If it is determined that "order” is not selected (S18: NO), the control unit 11 returns the process to step S13.
  • the control unit 11 displays the type of service provided via the staff, accepts the selection input, and displays each service of the selected type on the speaker 2. (Step S19). In this case, the control unit 11 determines the priority level of each service based on the user attribute information (and action history information) acquired in step S11, and displays each service according to the priority level. For example, the control unit 11 determines the priority of each service, and determines the display order of the services according to the determined priority. The control unit 11 receives the displayed service request (use request) via the speaker 2 (step S20).
  • the control unit 11 stores the content of the request in the request DB 144 in association with the date and time when the request is received, the room number of the guest room, and the like, and adds (calculates) the usage fee of the requested service to the fee charged to the user. ), And the added charge is stored in the request DB 144 (step S21).
  • the control unit 11 ends a series of processes.
  • FIG. 12 is a flowchart showing the procedure of the request management process. Based on FIG. 12, the processing content when displaying the request information on the terminal 3 will be described.
  • the control unit 11 of the server 1 determines whether or not to display the request list screen (management screen) in response to the operation input on the terminal 3 (step S31). When it is determined that the request list screen is to be displayed (S31: YES), the control unit 11 accepts the floor selection input (step S32).
  • the control unit 11 refers to the request DB 144 and causes the terminal 3 to display a request list screen showing a list of the response status of the requests received from each guest room on the selected floor (step S33).
  • the control unit 11 receives an operation input for changing the response status of each request via the terminal 3 and updates the response status (state) of the request stored in the request DB 144 (step S34).
  • the control unit 11 ends a series of processes.
  • the control unit 11 determines whether or not to display the guest room list screen (management screen) (step S35). When it is determined to display the guest room list screen (S35: YES), the control unit 11 causes the terminal 3 to display the guest room list screen showing the state of each guest room in the accommodation facility in a list (step S36).
  • the state of the guest room displayed in step S36 includes information such as whether the guest room is being cleaned or the user is staying in the guest room, in addition to the response status of the request.
  • the control unit 11 displays the status of each guest room in a list, and if the guest room does not respond to the request, displays an alert icon in association with the guest room.
  • the control unit 11 receives an operation input for changing the state of the guest room, and updates the state of the guest room stored in the guest room DB 141 (step S37). The control unit 11 ends a series of processes.
  • control unit 11 determines whether or not to display the request analysis screen (step S38). When it is determined that the request analysis screen is not displayed (S38: NO), the control unit 11 returns the process to step S31.
  • the control unit 11 analyzes the service usage tendency based on the request history (service usage history) stored in the request DB 144 (step S39). .. For example, the control unit 11 totals the number of accesses to the speaker 2, the number of users who have made a request, the number of requests for each category, and the like.
  • control unit 11 calculates the cost reduction amount due to the introduction of the speaker 2 (user interface) based on the quantity of services requested via the speaker 2 (step S40). For example, the control unit 11 calculates the cost reduction amount by multiplying the number of requests by the average call time required when providing the service by answering the telephone and the hourly wage information of the staff who answer the telephone.
  • the control unit 11 displays the analysis result of step S39 and the cost reduction amount calculated in step S40 on the terminal 3 (step S41). The control unit 11 ends a series of processes.
  • each service is displayed with a priority degree according to the attribute information of the user, and the user can make a request appropriately.
  • a user interface having a screen display function and a voice input / output function is used to make a request for both operation input to the display screen (object) and voice input.
  • speaker 2 having a screen display function and a voice input / output function is used to make a request for both operation input to the display screen (object) and voice input.
  • the request list screen is used to indicate to the staff whether or not the request has been completed (provided), and whether or not the response has been completed can be updated on the screen, thereby making the staff's work more efficient. Can be transformed into.
  • the cost reduction effect by introducing the speaker 2 can be presented to the accommodation facility side.
  • the usage status (usage tendency) of the speaker 2 such as the number of accesses to the speaker 2, the number of users who made a request using the speaker 2, and the number of requests by category is transmitted to the accommodation facility side. Can be presented.
  • the priority of the service can be determined more appropriately by referring to the behavior history of the user in the guest room.

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