WO2021205543A1 - 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
WO2021205543A1
WO2021205543A1 PCT/JP2020/015695 JP2020015695W WO2021205543A1 WO 2021205543 A1 WO2021205543 A1 WO 2021205543A1 JP 2020015695 W JP2020015695 W JP 2020015695W WO 2021205543 A1 WO2021205543 A1 WO 2021205543A1
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WIPO (PCT)
Prior art keywords
information
information processing
processing terminal
conversation
indoor
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Ceased
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PCT/JP2020/015695
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English (en)
French (fr)
Japanese (ja)
Inventor
海人 畠山
樹 柳沼
智和 辻
貴宏 前川
博至 松山
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Fujitsu Ltd
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Fujitsu Ltd
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Priority to PCT/JP2020/015695 priority Critical patent/WO2021205543A1/ja
Priority to JP2022513745A priority patent/JPWO2021205543A1/ja
Publication of WO2021205543A1 publication Critical patent/WO2021205543A1/ja
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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    • G—PHYSICS
    • G01—MEASURING; TESTING
    • G01C—MEASURING DISTANCES, LEVELS OR BEARINGS; SURVEYING; NAVIGATION; GYROSCOPIC INSTRUMENTS; PHOTOGRAMMETRY OR VIDEOGRAMMETRY
    • G01C21/00—Navigation; Navigational instruments not provided for in groups G01C1/00 - G01C19/00
    • G01C21/26—Navigation; Navigational instruments not provided for in groups G01C1/00 - G01C19/00 specially adapted for navigation in a road network
    • 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
    • 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
    • G06Q30/00—Commerce
    • G06Q30/02—Marketing; Price estimation or determination; Fundraising
    • 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
    • G—PHYSICS
    • G08—SIGNALLING
    • G08G—TRAFFIC CONTROL SYSTEMS
    • G08G1/00—Traffic control systems for road vehicles
    • G08G1/005—Traffic control systems for road vehicles including pedestrian guidance indicator

Definitions

  • the present invention relates to a conversation control program, a conversation control method, and an information processing device.
  • chatbots are computer systems that uses artificial intelligence to interact with humans and exchange messages.
  • a chatbot may be used to provide a service that recommends recommended spots.
  • the guidance information providing server transmits the map data corresponding to the position information acquired as the current position of the mobile terminal device to the mobile terminal device, and the mobile terminal device performs a detailed map on the received map data.
  • This mobile terminal device displays a map display screen displaying a current position display symbol indicating the current position, and when the current position display symbol is included in a predetermined area displayed separately from other areas on the map display screen.
  • the detailed map data is acquired from the storage destination, and the map data displayed on the map display screen is switched to the acquired detailed map data and displayed.
  • the present invention aims to realize a recommendation suitable for the user and improve the convenience of the user.
  • the chat start instruction is received from the first information processing terminal existing outdoors, the external environment information acquired by the first information processing terminal is received, and the received chat start instruction is received.
  • the chat bot conversation in the first information processing terminal is started based on the external environment information, and the map information is based on the information received in the chat bot conversation and the external environment information.
  • the recommendation information including the above is output to the first information processing terminal and it is detected that the first information processing terminal has entered the room, the recommendation information is changed from the map information to the indoor map information related to the room. Is output to the first information processing terminal, and the recommendation is changed to the indoor map information in response to the transfer of the conversation from the first information processing terminal to the second information processing terminal installed indoors.
  • a conversation control program is provided that updates the information and outputs the updated recommended information to the second information processing terminal.
  • FIG. 1 is an explanatory diagram showing a system configuration example of the conversation control system 100.
  • FIG. 2 is a block diagram showing a hardware configuration example of the information processing device 101.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103.
  • FIG. 4 is an explanatory diagram showing an example of the stored contents of the script table 120.
  • FIG. 5 is an explanatory diagram showing a specific example of the script.
  • FIG. 6 is an explanatory diagram showing an example of the stored contents of the script inheritance table 130.
  • FIG. 7 is a block diagram showing a functional configuration example of the information processing device 101.
  • FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100.
  • FIG. 9A is an explanatory diagram (No.
  • FIG. 10A is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the first information processing terminal 102.
  • FIG. 10B is an explanatory diagram (No. 2) showing a screen example of the talk screen displayed on the first information processing terminal 102.
  • FIG. 11A is an explanatory diagram (No. 1) showing a screen example of the talk screen displayed on the second information processing terminal (indoor) 103.
  • FIG. 11B is an explanatory diagram (No.
  • FIG. 12A is an explanatory diagram (No. 1) showing a screen example of the talk screen displayed on the first information processing terminal 102.
  • FIG. 12B is an explanatory diagram (No. 2) showing a screen example of the talk screen displayed on the first information processing terminal 102.
  • FIG. 13 is an explanatory diagram (No. 3) showing a screen example of the talk screen displayed on the second information processing terminal (indoor) 103.
  • FIG. 14 is a flowchart showing an example of the first conversation control processing procedure of the information processing device 101.
  • FIG. 15 is a flowchart (No. 1) showing an example of the second conversation control processing procedure of the information processing apparatus 101.
  • FIG. 16 is a flowchart (No. 2) showing an example of the second conversation control processing procedure of the information processing apparatus 101.
  • FIG. 17 is a flowchart showing an example of a third conversation control processing procedure of the information processing device 101.
  • the conversation control system 100 is applied to a service that recommends recommended sightseeing spots and stores by using, for example, a chatbot.
  • FIG. 1 is an explanatory diagram showing a system configuration example of the conversation control system 100.
  • the conversation control system 100 includes an information processing device 101, a first information processing terminal 102, a plurality of second information processing terminals 103, and an operator terminal 104.
  • the information processing device 101, the first information processing terminal 102, the second information processing terminal 103, and the operator terminal 104 are connected via a wired or wireless network 110.
  • the network 110 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.
  • the information processing device 101 is a computer that controls the conversation of the chatbot.
  • the information processing device 101 has, for example, a script table 120 and a script takeover table 130.
  • the stored contents of the script table 120 and the script takeover table 130 will be described later with reference to FIGS. 4 and 6.
  • the information processing device 101 is, for example, a server.
  • the first information processing terminal 102 and the second information processing terminal 103 are computers used when a user has a conversation with a chatbot.
  • the first information processing terminal 102 is, for example, a smartphone, a tablet PC (Personal Computer), or the like carried by a user.
  • the second information processing terminal 103 is, for example, a digital board installed in a highly public place such as a station or an airport, a commercial facility, a store, or the like and used by an unspecified number of people.
  • the second information processing terminal 103 may be installed outdoors or indoors.
  • the second information processing terminal 103 may be installed outdoors near the entrance / exit of a station or an airport.
  • a plurality of second information processing terminals 103 may be installed in the same facility.
  • the user searches for a desired answer while interacting with the chatbot, for example, by inputting a message or selecting an option. , You can use the service.
  • the answer is, for example, FAQ (freaky Asked Question).
  • 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 information processing device 101 has, for example, a FAQ master, a chat log DB (Database), and the like.
  • the FAQ master stores the FAQ.
  • the chat log DB 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 in association with the room ID, for example.
  • the room ID can identify a series of conversations with the chatbot.
  • the operator terminal 104 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 104, text communication, or the like.
  • the operator terminal 104 is, for example, a PC or a tablet PC.
  • chatbot is used to provide a service that recommends recommended spots in each area.
  • Recommended spots are, for example, stores and event venues. Stores offer, for example, recommended products and services. At the event venue, for example, a recommended event is held.
  • the information to be provided may differ depending on the user's situation. For example, when recommending a store in a commercial facility, it is possible to provide users who have not arrived at the commercial facility with useful information up to the point of going to the commercial facility rather than detailed information in the commercial facility. desirable.
  • the information processing device 101 first considers the external environment (weather, temperature, etc.) and the conversation content in the chatbot outdoors, and provides outdoor recommendation information including map information. Output to the information processing terminal 102. Further, when the first information processing terminal 102 enters the room, the information processing device 101 outputs the indoor recommendation information in which the map information is changed to the indoor map information to the first information processing terminal 102. Further, the information processing device 101 updates the indoor recommendation information in response to the transfer of the conversation from the first information processing terminal 102 to the indoor second information processing terminal 103, and updates the updated recommendation information. Output to the information processing terminal 103 of 2.
  • a conversation control method for realizing a recommendation suitable for the user and improving the convenience of the user will be described.
  • FIG. 2 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) 201, a memory 202, a disk drive 203, a disk 204, a communication I / F (Interface) 205, and a portable recording medium I / F 206. , And a portable recording medium 207. Further, each component is connected by a bus 200.
  • CPU Central Processing Unit
  • the CPU 201 controls the entire information processing device 101.
  • the CPU 201 may have a plurality of cores.
  • the memory 202 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 201.
  • the program stored in the memory 202 is loaded into the CPU 201 to cause the CPU 201 to execute the coded process.
  • the disk drive 203 controls data read / write to the disk 204 according to the control of the CPU 201.
  • the disk 204 stores the data written under the control of the disk drive 203. Examples of the disk 204 include a magnetic disk and an optical disk.
  • the communication I / F 205 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the first information processing terminal 102, the second information processing terminal 103, and the operator terminal 104 shown in FIG. 1) via the network 110. ) Is connected.
  • the communication I / F 205 controls the interface between the network 110 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 205.
  • the portable recording medium I / F 206 controls data read / write to the portable recording medium 207 according to the control of the CPU 201.
  • the portable recording medium 207 stores data written under the control of the portable recording medium I / F 206.
  • Examples of the portable recording medium 207 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-mentioned components. Further, the information processing device 101 does not have to have, for example, a disk drive 203, a disk 204, a portable recording medium I / F 206, and a portable recording medium 207 among the above-described components.
  • an SSD Solid State Drive
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103.
  • the information processing terminals 102 and 103 include a CPU 301, a memory 302, a display 303, an input device 304, a communication I / F 305, a camera 306, a speaker 307, a microphone 308, and a GPS (Global Positioning). It has a System) unit 309 and. Further, each component is connected by a bus 300.
  • the CPU 301 controls the entire information processing terminals 102 and 103.
  • the CPU 301 may have a plurality of cores.
  • the memory 302 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 RAM is used as a work area of 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 display 303 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 for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.
  • the input device 304 has keys for inputting characters, numbers, various instructions, etc., and inputs data.
  • the input device 304 may be a touch panel type input pad, a numeric keypad, or the like, or may be a keyboard, a mouse, or the like.
  • the communication I / F 305 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the information processing device 101 shown in FIG. 1 and the operator terminal 104) via the network 110. Then, the communication I / F 305 controls the interface between the network 110 and the inside of the own device, and controls the input / output of data from the external device.
  • an external computer for example, the information processing device 101 shown in FIG. 1 and the operator terminal 104
  • the camera 306 is a photographing device that captures an image (still image or moving image) and outputs image data.
  • the speaker 307 converts an electric signal into voice and outputs the voice.
  • the microphone 308 receives voice and converts it into an electrical signal.
  • the GPS unit 309 receives radio waves from GPS satellites and outputs the position information of the information processing terminals 102 and 103.
  • the position information of the information processing terminals 102 and 103 is information that identifies one point on the earth, such as latitude and longitude. Further, as the satellite, for example, a satellite of the quasi-zenith satellite system may be used.
  • the information processing terminals 102 and 103 include, for example, an HDD (Hard Disk Drive), SSD, short-range wireless communication I / F, portable recording medium I / F, portable recording medium, and the like. May have.
  • the second information processing terminal 103 does not have to have the GPS unit 309.
  • the operator terminal 104 shown in FIG. 1 can also be realized by the same hardware configuration as the information processing terminals 102 and 103.
  • the script table 120 is realized by, for example, a storage device such as the memory 202 and the disk 204 shown in FIG.
  • FIG. 4 is an explanatory diagram showing an example of the stored contents of the script table 120.
  • the script table 120 has user attribute / external environment and script fields, and by setting information in each field, script management information (for example, script management information 400-1 to 400-3) can be obtained. Store as a record.
  • the user attribute / external environment indicates a combination of the user attribute and the external environment.
  • the combination of the user attribute ID (for example, UA1, UA2, UA3) that identifies the user attribute and the external environment ID (for example, E1, E2, E3) that identifies the external environment is described.
  • User attributes are information that represents the characteristics of users. For example, user attributes represent age, age, gender, language used, clothing, presence / absence of companion, location information, and the like.
  • the external environment is information that represents the external environment. The outside is, for example, outside a building or facility, that is, outdoors. For example, the external environment represents weather, temperature, humidity, time, location, and so on.
  • the script is information (scenario) that defines the conversation flow of the chatbot, and is prepared in association with the combination of the user attribute and the external environment.
  • the script ID for example, SP1, SP2, SP3
  • the FAQ that is often selected tends to change depending on the age and gender. For example, women in their 20s and 40s are more likely to choose FAQs about shopping and cafes than men of the same age.
  • the FAQ that is often selected tends to change depending on the language. For example, people who speak languages other than Japanese (for example, foreigners) are more likely than people who speak Japanese to choose FAQs about tourism and multilingual stores.
  • the FAQ that is often selected tends to change depending on the location and the weather. For example, in Akihabara, there is a tendency for FAQs related to consumer electronics mass retailers and electric stores to be selected compared to other places. On rainy days, FAQs for indoor facilities such as movie theaters tend to be selected compared to sunny days.
  • the FAQ that is often selected tends to change depending on the presence or absence of a companion. For example, people with children tend to choose FAQs about events that they can enjoy with their children and restaurants that they can enter with their children. Also, people with a companion of the opposite sex (eg, a couple) are more likely to choose an FAQ about a date spot than without a companion.
  • a script corresponding to the combination of the user attribute and the external environment is prepared in advance.
  • the script may contain, for example, information about recommended spots.
  • Information on recommended spots includes introduction of recommended spots and map information including recommended spots.
  • the script management information 400-1 indicates the script SP1 corresponding to the combination of the user attribute UA1 and the external environment E1.
  • FIG. 5 is an explanatory diagram showing a specific example of the script.
  • the script SP1 is information (scenario) that defines the conversation flow of the chatbot.
  • scenario a part of the script SP1 is excerpted and displayed.
  • the script SP1 is information that defines chat processing.
  • the talk process is a process 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 for 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, an FAQ master (not shown) included in the information processing apparatus 101.
  • the script takeover table 130 is realized by a storage device such as a memory 202 or a disk 204, for example.
  • FIG. 6 is an explanatory diagram showing an example of the stored contents of the script inheritance table 130.
  • the script takeover table 130 has fields for the takeover source script, conversation content, user attribute / external environment, takeover destination script, and recommendation information.
  • script inheritance information (for example, script inheritance information 600-1 to 600-3) is stored as a record.
  • the takeover source script is the takeover source script.
  • the conversation content is information that identifies the content of the conversation in the chatbot at the takeover source. For example, the conversation content indicates the selected options, the input information, and the like in the conversation in the chatbot at the takeover source.
  • User attribute / external environment indicates a combination of user attribute and external environment.
  • the takeover destination script is a takeover destination script, and is prepared in association with, for example, a combination of the takeover source script, user attributes, and external environment. That is, since the FAQ that is often selected tends to change depending on the age, gender, location, weather, etc., the script to be taken over is switched according to the combination of the user attribute and the external environment.
  • the takeover destination script may be prepared in association with the combination of the takeover source script, conversation content, user attributes, and external environment. That is, the takeover destination script may be prepared in consideration of not only the user attributes and the external environment but also the conversation content in the chatbot at the takeover source.
  • Recommendation information is information to be recommended and includes map information.
  • the recommendation information is information about a recommended spot, and includes map information around the recommended spot.
  • Recommendation information is prepared in association with the combination of the takeover source script, conversation content, user attributes, and external environment.
  • the recommendation information corresponding to the combination of the takeover source script, the conversation content, the user attribute, and the external environment is prepared in advance. More specifically, for example, the recommendation information is determined according to the choices selected and the information entered in the chatbot conversation based on the takeover source script corresponding to the combination of user attributes and the external environment. NS.
  • the script takeover information 600-1 indicates the takeover destination script SP1-1 and the recommendation information RD1 corresponding to the takeover source script SP1, the conversation content C1, and the user attribute / external environment UA1 / E1.
  • FIG. 7 is a block diagram showing a functional configuration example of the information processing device 101.
  • the information processing device 101 includes a communication unit 701, a determination unit 702, a conversation control unit 703, and a storage unit 710.
  • the communication unit 701 to the conversation control unit 703 causes the CPU 201 to execute a program stored in a storage device such as the memory 202, the disk 204, and the portable recording medium 207 shown in FIG.
  • the function is realized by the communication I / F 205.
  • the processing result of each functional unit is stored in a storage device such as a memory 202 or a disk 204, for example.
  • the storage unit 710 is realized by, for example, a storage device such as a memory 202 or a disk 204. Specifically, for example, the storage unit 710 stores the script table 120 shown in FIG. 4, the script takeover table 130 shown in FIG. 6, the FAQ master (not shown), the chat log DB, and the like.
  • the communication unit 701 receives a chat start instruction from the first information processing terminal 102 existing outdoors, and also receives the external environment information acquired by the first information processing terminal 102. Further, the communication unit 701 receives the chat start instruction from the first information processing terminal 102 existing outdoors, and also receives the user information and the external environment information acquired by the first information processing terminal 102. May be good.
  • the chat start instruction is for starting a conversation between the user and the chatbot.
  • the user information is information that identifies the user attribute of the first information processing terminal 102.
  • the user information is information that can identify the age, age, gender, language, clothes, presence / absence of a wheelchair, presence / absence of a companion, etc. of the user of the first information processing terminal 102.
  • the external environment information is information that identifies the external environment of the first information processing terminal 102.
  • the external environment information is identifiable information such as weather, temperature, humidity, time, and position.
  • the first information processing terminal 102 may be made to input user information and external environment information by a user's operation input using an input device 304 (see FIG. 3). In this case, the first information processing terminal 102 transmits the input user information and external environment information to the information processing device 101 together with the chat start instruction.
  • the first information processing terminal 102 acquires user information when the user captured by the camera 306 (see FIG. 3) of the own terminal is detected or in response to the user's operation input using the input device 304. You may decide. In this case, the first information processing terminal 102 transmits the acquired user information to the information processing device 101 together with the chat start instruction.
  • the first information processing terminal 102 analyzes the image information (for example, a moving image) taken by the camera 306, 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 102 analyzes the image information taken by the camera 306 and acquires the user information such as the companion's age, gender, clothes, and the presence or absence of a wheelchair. You may.
  • the first information processing terminal 102 may analyze the voice information received by the microphone 308 (see FIG. 3) to acquire user information such as the gender and language of the user or the companion. Further, the first information processing terminal 102 may acquire external environment information such as weather, temperature, and humidity by using an environment sensor (not shown) or by inquiring to an external server. Further, the first information processing terminal 102 may acquire the position information indicating the current position as the external environment information by the GPS unit 309 (see FIG. 3).
  • the first information processing terminal 102 Whether or not the first information processing terminal 102 exists outdoors is determined from, for example, the position information of the first information processing terminal 102.
  • the position information of the first information processing terminal 102 is included in the external environment information, for example.
  • the communication unit 701 refers to a map information DB (not shown), and when the position indicated by the position information of the first information processing terminal 102 is outdoors, the first information processing terminal 102 Judge that it exists outdoors.
  • the communication unit 701 may receive the image information taken by the camera 306 as the user information. Further, the communication unit 701 may receive the voice information received by the microphone 308 as the user information. In this case, the information processing device 101 may acquire information representing the characteristics of the user from, for example, received image information or voice information. That is, the process of analyzing the image information and the audio information may not be performed on the first information processing terminal 102 side, but may be performed on the information processing device 101 side.
  • the first information processing terminal 102 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 based on the features of images and sounds. Information such as presence / absence may be extracted.
  • the determination unit 702 determines a talk script to be applied to the conversation in the chatbot on the first information processing terminal 102 existing outdoors. Specifically, for example, the determination unit 702 determines the talk script based on the external environment information received from the first information processing terminal 102 together with the chat start instruction with reference to the storage unit 710.
  • the storage unit 710 stores scripts corresponding to each of the plurality of external environments.
  • the determination unit 702 may determine the talk script based on the user information and the external environment information received from the first information processing terminal 102 together with the chat start instruction with reference to the storage unit 710. good.
  • the storage unit 710 stores the script corresponding to each of the plurality of combinations of the user attribute and the external environment.
  • the determination unit 702 identifies the user attribute of the first information processing terminal 102 based on the received user information. Further, the determination unit 702 identifies the external environment of the first information processing terminal 102 based on the received external environment information. Then, the determination unit 702 determines the script corresponding to the combination of the specified user attribute and the external environment as the talk script by referring to the script table 120 shown in FIG.
  • the determination unit 702 identifies the user attribute "20s x female” based on the user information. Further, the determination unit 702 identifies the external environment "sunny” based on the external environment information. Then, the determination unit 702 determines a script corresponding to the combination of the user attribute "20's x female” and the external environment “sunny” as the talk script with reference to the script table 120.
  • the script corresponding to the combination of the user attribute "20s x female” and the external environment “sunny” is, for example, a script for having a conversation about an event or a shooting spot.
  • the user information is "age” 70s ", gender” male "", and the external environment information is "weather” cloudy "”.
  • the determination unit 702 identifies the user attribute "70s x male” based on the user information.
  • the determination unit 702 identifies the external environment "cloudiness” based on the external environment information.
  • the determination unit 702 determines as a talk script a script corresponding to the combination of the user attribute "70s x male” and the external environment “cloudiness” with reference to the script table 120.
  • the script corresponding to the combination of the user attribute "70s x male” and the external environment “cloudy” is, for example, a script for having a conversation about gourmet food and rest areas.
  • the conversation control unit 703 starts a conversation with the chatbot on the first information processing terminal 102 in response to the received chat start instruction. Specifically, for example, the conversation control unit 703 starts a conversation with the chatbot on the first information processing terminal 102 by using the determined talk script.
  • the conversation control unit 703 uses a chatbot to speak, display options, and execute procedures according to the selected options according to the talk script.
  • the conversation history (chat log) between the chatbot and the user in the first information processing terminal 102 is stored in, for example, a chat log DB (not shown) of the information processing device 101.
  • the conversation control unit 703 outputs the recommendation information including the map information to the first information processing terminal 102 based on the information received in the conversation in the chatbot and the external environment information. Further, the conversation control unit 703 may output the recommendation information including the map information to the first information processing terminal 102 based on the information received in the conversation in the chatbot, the user information, and the external environment information. good.
  • the recommendation information is information that is recommended to the user, for example, information about recommended spots.
  • Recommended spots are, for example, stores in facilities such as commercial facilities and department stores, event venues, and the like.
  • Information about recommended spots includes, for example, introduction of recommended spots, introduction of products and services provided at recommended spots, coupon information that can be used at recommended spots, and the like.
  • the map information included in the recommendation information is, for example, the map information around the recommended spot.
  • the map information includes, for example, a route from the position of the first information processing terminal 102 to the recommended spot.
  • the route may include, for example, a route traveled on foot, or may include a route traveled by car or train.
  • the route is determined according to user attributes such as age and gender, and the external environment such as weather and time.
  • map information Mp the map information included in the recommendation information.
  • the conversation control unit 703 determines the recommendation information to be output based on the information received in the conversation in the chatbot and the external environment information with reference to the storage unit 710.
  • the storage unit 710 stores the recommendation information corresponding to each of the plurality of combinations of the conversation content in the chatbot and the external environment. Then, the conversation control unit 703 controls the first information processing terminal 102 to display the determined recommendation information of the output target together with the conversation in the chatbot.
  • the conversation control unit 703 may refer to the storage unit 710 and determine the recommendation information to be output based on the information received in the conversation in the chatbot, the user information, and the external environment information.
  • the storage unit 710 stores the recommendation information corresponding to each of a plurality of combinations of the conversation content in the chatbot, the user attribute, and the external environment.
  • the conversation control unit 703 considers not only the user attributes of the first information processing terminal 102 and the external environment but also the conversation content (input information, selected options, etc.) in the chatbot, and outputs the output target. Determine the recommendation information for.
  • the information received in the conversation in the chatbot is specified from, for example, a chat log DB (not shown).
  • the received information may be the information received in the conversation in the chatbot at the first information processing terminal 102, and another information processing terminal different from the first information processing terminal 102, for example, It may be the information received in the conversation in the chat bot on the second information processing terminal 103.
  • a conversation on a chatbot on a digital board (second information processing terminal 103) used by an unspecified number of people may be continued on a user's personal smartphone (first information processing terminal 102). ..
  • the information used for determining the recommendation information to be output may be the information received in the conversation with the chatbot on the digital board (second information processing terminal 103).
  • the communication unit 701 receives a chat start instruction including the takeover information from the first information processing terminal 102 existing outdoors, and the external environment acquired by the first information processing terminal 102. Receive information (or user information and external environment information).
  • the instruction to start the chat including the takeover information corresponds to the request to take over the conversation in the chatbot.
  • the takeover information is information for taking over the conversation in the chatbot on another information processing terminal.
  • the second information processing terminal 103 is a digital board installed outdoors, for example, near the entrance / exit of a station or an airport.
  • second information processing terminal 103 installed outdoors may be referred to as "second information processing terminal (outdoor) 103".
  • the communication unit 701 receives, for example, a chat start instruction from the second information processing terminal (outdoor) 103, and also receives the user information and the external environment information acquired by the second information processing terminal (outdoor) 103. Receive. Since the user information and the external environment information acquired by the second information processing terminal (outdoor) 103 are the same as the user information and the external environment information acquired by the first information processing terminal 102 described above, a detailed description will be given. Omit.
  • the position information of the second information processing terminal (outdoor) 103 may be information indicating the installation position of the second information processing terminal (outdoor) 103.
  • Information indicating the installation position of the second information processing terminal (outdoor) 103 may be stored in advance in the memory 302 of the second information processing terminal (outdoor) 103, for example.
  • the determination unit 702 determines the talk script to be applied to the conversation in the chatbot on the second information processing terminal (outdoor) 103. Specifically, for example, the determination unit 702 refers to the script table 120 and talks based on the user information and the external environment information received from the second information processing terminal (outdoor) 103 together with the chat start instruction. Determine the script.
  • the conversation control unit 703 starts a conversation with the chatbot on the second information processing terminal (outdoor) 103 in response to the received chat start instruction. Specifically, for example, the conversation control unit 703 starts a conversation with the chatbot at the second information processing terminal (outdoor) 103 using the determined talk script.
  • the conversation control unit 703 starts a conversation with the chatbot on the second information processing terminal (outdoor) 103, and then talks when the conversation content received from the second information processing terminal (outdoor) 103 satisfies a predetermined condition.
  • the takeover guidance is output to the second information processing terminal (outdoor) 103.
  • the conversation content includes, for example, the selected option and the input message.
  • the takeover guidance interrupts the conversation at the second information processing terminal (outdoor) 103 and prompts the user to continue the conversation at the first information processing terminal 102 carried by the user.
  • the takeover guide is information that can acquire takeover information by reading the takeover guide.
  • the takeover information includes information that identifies the takeover source script, for example, a script ID.
  • the takeover information includes information for specifying the conversation content in the chatbot at the information processing terminal of the takeover source, for example, the second information processing terminal (outdoor) 103.
  • the information that identifies the conversation content may be the information itself received in the chatbot conversation at the second information processing terminal (outdoor) 103.
  • the information that identifies the conversation content may be information that identifies the received information, for example, a chat log ID.
  • the information that identifies the conversation content identifies the information that identifies the location (takeover location) where the chatbot conversation on the transfer source information processing terminal is interrupted, for example, the talk process that interrupts the conversation on the chatbot. It may be information.
  • the takeover guidance is displayed on the second information processing terminal (outdoor) 103 as a two-dimensional code such as a QR (Quick Response) code.
  • QR code is a registered trademark.
  • the conversation control unit 703 may output a message such as "Please read the QR code" to the second information processing terminal (outdoor) 103 together with the QR code.
  • the takeover guidance may be output from a non-contact IC (Integrated Circuit) tag (not shown) of the second information processing terminal (outdoor) 103.
  • the conversation control unit 703 may output a message such as "Please touch here" to the non-contact IC tag portion of the second information processing terminal (outdoor) 103, 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 a predetermined option is selected, or may be a condition that a predetermined information is input.
  • the predetermined options include an option for selecting a recommended spot and an option for linking to a smartphone.
  • a screen example of the talk screen displayed on the display 303 of the second information processing terminal (outdoor) 103 will be described later with reference to, for example, FIGS. 9A and 9B.
  • the conversation control unit 703 analyzes the conversation content received from the second information processing terminal (outdoor) 103, and determines whether or not the conversation content satisfies a predetermined condition. Then, when the conversation control unit 703 determines that the predetermined condition is satisfied, the conversation control unit 703 outputs the conversation takeover guidance to the second information processing terminal (outdoor) 103.
  • which talk process is used to output the conversation takeover guidance may be preset in the talk script.
  • the first information processing terminal 102 acquires the takeover information by reading the takeover guidance output from the second information processing terminal (outdoor) 103 by the reading unit 720. Specifically, for example, the first information processing terminal 102 acquires the takeover information by reading the QR code displayed on the display 303 of the second information processing terminal (outdoor) 103 by the reading unit 720. .. Further, the first information processing terminal 102 acquires the takeover information by receiving the takeover guidance output from the non-contact IC tag of the second information processing terminal (outdoor) 103 by the reading unit 720. You may.
  • the first information processing terminal 102 may acquire the user information and the external environment information acquired by the second information processing terminal (outdoor) 103 together with the takeover information. Specifically, for example, the first information processing terminal 102 reads the takeover guide output from the second information processing terminal (outdoor) 103 by the reading unit 720, so that the takeover information, as well as the user information and the outside, are read. Environmental information may be acquired.
  • the first information processing terminal 102 When the first information processing terminal 102 acquires the takeover information, the first information processing terminal 102 includes a chat start instruction including the acquired takeover information, as well as user information and external environment information acquired by the own terminal (or external environment information acquired by the own terminal). ) Is transmitted to the information processing device 101.
  • the user information and the external environment information may be the user information and the external environment information acquired from the second information processing terminal (outdoor) 103 together with the takeover information.
  • the communication unit 701 receives a chat start instruction including the takeover information from the first information processing terminal 102 existing outdoors, and also receives the user information and the external environment information acquired by the first information processing terminal 102. (Or, the external environment information acquired by the first information processing terminal 102) is received.
  • the determination unit 702 receives the user information and the external environment information (or the external environment information) together with the chat start instruction. Determine the talk script based on.
  • the determination unit 702 specifies the takeover source script by referring to the takeover information included in the received chat start instruction. Further, the determination unit 702 identifies the user attribute of the information processing terminal 102 based on the received user information. Further, the determination unit 702 identifies the external environment of the information processing terminal 102 based on the received external environment information. Then, the determination unit 702 determines the takeover destination script corresponding to the specified combination of the takeover source script, the user attribute, and the external environment as the talk script with reference to the script takeover table 130 shown in FIG.
  • the determination unit 702 identifies the conversation content in the chatbot at the information processing terminal of the transfer source by referring to the transfer information included in the received chat start instruction.
  • the information processing terminal of the takeover source is, for example, the second information processing terminal (outdoor) 103. Then, the determination unit 702 determines the recommendation information corresponding to the combination of the specified takeover source script, conversation content, user attribute, and external environment as the recommendation information to be output by referring to the script takeover table 130.
  • the determination unit 702 may refer to the script inheritance table 130 and determine the inheritance destination script corresponding to the specified combination of the inheritance source script, the conversation content, the user attribute, and the external environment as the talk script. .. That is, the determination unit 702 may determine the talk script in consideration of not only the user attributes and the external environment but also the conversation content in the chatbot at the information processing terminal of the transfer source.
  • the conversation control unit 703 starts a conversation with the chatbot on the first information processing terminal 102 by using the determined talk script, and transfers the determined output target recommendation information to the first information processing terminal 102. Output. At this time, the conversation control unit 703 causes the first information processing terminal 102 to display the recommendation information together with the conversation in the chatbot, for example.
  • the first information processing terminal 102 existing outdoors can take over the conversation in the chatbot at the second information processing terminal (outdoor) 103 and display the recommendation information in consideration of the conversation content. ..
  • a screen example of a talk screen (including recommendation information) displayed on the display 303 of the first information processing terminal 102 existing outdoors will be described later with reference to, for example, FIG. 10A.
  • the conversation control unit 703 When the conversation control unit 703 detects that the first information processing terminal 102 has entered the room, the conversation control unit 703 changes the map information Mp to the indoor map information IdMp related to the room, and changes the recommendation information to the first information processing terminal 102. Output to.
  • the indoors to be detected are the indoors of facilities and buildings recommended by the recommendation information including the map information Mp.
  • the indoor map information IdMp is an indoor map of a facility, a building, or the like, and is, for example, a floor map including a second information processing terminal 103 installed indoors.
  • the indoor map information IdMp includes, for example, an indoor route from the place where the first information processing terminal 102 is detected to have entered the room to the place of the second information processing terminal 103 installed indoors.
  • the place where it is detected that the first information processing terminal 102 has entered indoors is, for example, the entrance / exit of a facility.
  • the indoor route may be a route from the position of the first information processing terminal 102 to the location of the second information processing terminal 103 installed indoors.
  • the indoor route may move on a plurality of floors in the facility.
  • the fact that the first information processing terminal 102 has entered indoors may be detected, for example, by indoor positioning using a beacon or Wi-Fi (registered trademark).
  • the conversation control unit 703 receives the positioning result from the first information processing terminal 102, and detects that the first information processing terminal 102 has entered the room based on the received positioning result. Further, the conversation control unit 703 may detect that the first information processing terminal 102 has entered the room from, for example, a change in the amount of light or the atmospheric pressure in the first information processing terminal 102.
  • the conversation control unit 703 displays a message prompting the user to move to the second information processing terminal 103 installed indoors as a conversation in the chat bot at the first information processing terminal 102.
  • the recommendation information changed to the indoor map information IdMp is output to the first information processing terminal 102.
  • a screen example of a talk screen (including recommendation information) displayed on the display 303 of the first information processing terminal 102 when entering the room will be described later with reference to, for example, FIG. 10B.
  • second information processing terminal 103 installed indoors may be referred to as "second information processing terminal (indoor) 103".
  • the conversation control unit 703 updates the recommendation information changed to the indoor map information IdMp in response to the transfer of the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103, and after the update.
  • the recommendation information of is output to the second information processing terminal (indoor) 103.
  • the conversation to be taken over is a conversation in the chatbot at the first information processing terminal 102.
  • the updated recommendation information is, for example, the recommendation information in which the indoor map information IdMp is changed to the indoor map information IdMp'(db) regarding the recommended indoor spots.
  • Indoor map information IdMp'(db) is an indoor map of a facility, a building, or the like, and is, for example, a floor map including recommended indoor stores.
  • the indoor map information IdMp'(db) includes, for example, an indoor route from the position of the second information processing terminal (indoor) 103 to the recommended indoor store.
  • the conversation control unit 703 receives the conversation takeover request from the second information processing terminal (indoor) 103
  • the updated recommendation information is sent to the second information processing terminal (indoor) 103.
  • the chat bot conversation regarding the updated recommendation information on the second information processing terminal (indoor) 103 is started.
  • the recommendation information is, for example, information received in a chat bot conversation, user information acquired by the second information processing terminal (indoor) 103, and external environment information (or acquired by the second information processing terminal (indoor) 103. It is updated based on the external environment information).
  • the conversation control unit 703 outputs the recommendation information changed to the indoor map information IdMp to the first information processing terminal 102, and then the first information processing terminal 102 is the second information processing terminal.
  • (Indoor) Determine whether or not the device has moved to the installation location of 103.
  • the movement of the first information processing terminal 102 to the installation location of the second information processing terminal (indoor) 103 may be detected by, for example, indoor positioning by a beacon or Wi-Fi.
  • the conversation control unit 703 receives a positioning result from the first information processing terminal 102, and based on the received positioning result, the first information processing terminal 102 sets the second information processing terminal ( (Indoor) Detects that it has moved to the installation location of 103.
  • the fact that the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103 is determined from, for example, the conversation content received from the first information processing terminal 102. May be good. Specifically, for example, when the conversation control unit 703 receives information indicating that it has moved from the first information processing terminal 102 to the installation location of the second information processing terminal (indoor) 103, the first It is detected that the information processing terminal 102 of the above has moved to the installation location of the second information processing terminal (indoor) 103.
  • the conversation control unit 703 outputs the conversation takeover guidance to the first information processing terminal 102. Let me. This takeover guidance interrupts the conversation at the first information processing terminal 102 and prompts the second information processing terminal (indoor) 103 to continue the conversation.
  • the takeover information of this takeover guide includes information that identifies the takeover source script, for example, a script ID. Further, the takeover information includes information for specifying the conversation content in the chatbot at the information processing terminal of the takeover source, for example, the second information processing terminal (outdoor) 103 and the first information processing terminal 102.
  • the second information processing terminal (indoor) 103 acquires the takeover information by reading the takeover guide output from the first information processing terminal 102 by the reading unit 730. Specifically, for example, the user holds the QR code displayed on the display 303 of the first information processing terminal 102 over the reading unit 730 of the second information processing terminal (indoor) 103.
  • the second information processing terminal (indoor) 103 acquires the takeover information by reading the QR code displayed on the display 303 of the first information processing terminal 102 by the reading unit 730. Further, the second information processing terminal (indoor) 103 acquires the takeover information by receiving the takeover guidance output from the non-contact IC tag of the first information processing terminal 102 by the reading unit 730. You may.
  • the second information processing terminal (indoor) 103 may acquire the user information and the external environment information acquired by the first information processing terminal 102 together with the takeover information. Specifically, for example, the second information processing terminal (indoor) 103 reads the takeover guidance output from the first information processing terminal 102 by the reading unit 730, so that the second information processing terminal (indoor) 103 includes the takeover information, user information, and external information. Environmental information may be acquired.
  • the second information processing terminal (indoor) 103 may acquire the external environment information acquired by the first information processing terminal 102 together with the takeover information.
  • the second information processing terminal (indoor) 103 When the second information processing terminal (indoor) 103 acquires the takeover information, the second information processing terminal (indoor) 103 includes the user information acquired by the own terminal and the external environment information (or acquired by the own terminal) together with a chat start instruction including the acquired takeover information. (External environment information) is transmitted to the information processing device 101.
  • the communication unit 701 receives the chat start instruction including the takeover information from the second information processing terminal (indoor) 103, and the user information acquired by the second information processing terminal (indoor) 103 and the outside.
  • the environment information (or the external environment information acquired by the second information processing terminal (indoor) 103) is received.
  • the determination unit 702 receives the chat start instruction including the takeover information from the second information processing terminal (indoor) 103, receives the user information and the external environment information (or external) together with the chat start instruction. Determine the talk script based on the environmental information).
  • the determination unit 702 specifies the takeover source script by referring to the takeover information included in the received chat start instruction. Further, the determination unit 702 identifies the user attribute of the information processing terminal 102 based on the received user information. Further, the determination unit 702 identifies the external environment of the information processing terminal 102 based on the received external environment information. Then, the determination unit 702 determines the takeover destination script corresponding to the combination of the specified takeover source script, user attribute, and external environment as the talk script with reference to the script takeover table 130.
  • the determination unit 702 identifies the conversation content in the chatbot at the information processing terminal of the transfer source by referring to the transfer information included in the received chat start instruction.
  • the information processing terminals of the takeover source are, for example, the second information processing terminal (outdoor) 103 and the first information processing terminal 102. Then, the determination unit 702 determines the recommendation information corresponding to the combination of the specified takeover source script, conversation content, user attribute, and external environment as the recommendation information to be output.
  • the output target recommendation information determined here corresponds to the updated recommendation information including the indoor map information IdMp'(db).
  • the indoor map information IdMp'(db) is, for example, a floor map including recommended spots selected in a chatbot conversation on the information processing terminal of the takeover source.
  • the conversation control unit 703 uses the determined talk script to start a conversation with the chatbot at the second information processing terminal (indoor) 103, and processes the determined output target recommendation information into the second information processing. Output to terminal (indoor) 103. Specifically, for example, the conversation control unit 703 displays the updated recommendation information on the second information processing terminal (indoor) 103, and uses the determined talk script to chat about the updated recommendation information. Start a bot conversation.
  • the second information processing terminal (indoor) 103 can take over the conversation in the chatbot at the first information processing terminal 102 and display the recommendation information in consideration of the conversation contents up to that point.
  • the information for displaying the updated recommendation information may be stored in the second information processing terminal (indoor) 103.
  • the conversation control unit 703 causes the second information processing terminal (indoor) 103 to display the updated recommendation information
  • the conversation control unit 703 displays the updated recommendation information as information for identifying the updated recommendation information in the second information processing terminal (indoor).
  • Output to 103 the amount of storage used for managing the recommendation information in the information processing device 101 can be suppressed, and the amount of communication between the information processing device 101 and the second information processing terminal (indoor) 103 can be suppressed.
  • a screen example of the talk screen (including the updated recommendation information) displayed on the display 303 of the second information processing terminal (indoor) 103 will be described later with reference to, for example, FIGS. 11A and 11B.
  • the conversation control unit 703 receives a request for taking over the conversation from the first information processing terminal 102 after starting the conversation in the chatbot regarding the updated recommendation information in the second information processing terminal (indoor) 103. If so, the information on the updated recommendation information is displayed on the first information processing terminal 102, and the chatbot conversation on the updated recommendation information on the first information processing terminal 102 is started.
  • the updated recommended information is, for example, recommended information in which the indoor map information IdMp'(db) is changed to the indoor map information IdMp'(smt) corresponding to the first information processing terminal 102.
  • Indoor map information IdMp'(smt) is, for example, a floor map including recommended indoor spots.
  • the indoor map information IdMp'(smt) displays and operates the indoor map information IdMp'(db), which is assumed to be displayed on a digital board having a large display, on a smartphone, tablet PC, or the like. This information has been changed to make it easier to use.
  • the conversation control unit 703 starts a conversation in the chatbot regarding the updated recommendation information in the second information processing terminal (indoor) 103, and then the second information processing terminal (indoor) 103.
  • the conversation takeover guidance is output to the second information processing terminal (indoor) 103.
  • This takeover guidance interrupts the conversation at the second information processing terminal (indoor) 103 and prompts the continuation of the conversation at the first information processing terminal 102.
  • the first information processing terminal 102 acquires the takeover information by reading the takeover guide output from the second information processing terminal (indoor) 103 by the reading unit 720.
  • the first information processing terminal 102 acquires, for example, the user information and the external environment information acquired by the second information processing terminal (indoor) 103 together with the takeover information. For example, when the first information processing terminal 102 acquires the takeover information, the first information processing terminal 102 transmits the user information acquired by the own terminal and the external environment information to the information processing device 101 together with a chat start instruction including the acquired takeover information.
  • the communication unit 701 receives the chat start instruction including the takeover information from the first information processing terminal 102, and also receives the user information and the external environment information acquired by the first information processing terminal 102.
  • the determination unit 702 When the determination unit 702 receives the chat start instruction including the takeover information from the first information processing terminal 102, the determination unit 702 refers to the script takeover table 130 and corresponds to the combination of the takeover source script, the user attribute, and the external environment. Determine the takeover destination script to be the talk script.
  • the determination unit 702 identifies the conversation content in the chatbot at the information processing terminal of the transfer source by referring to the transfer information included in the received chat start instruction. Then, the determination unit 702 determines the recommendation information corresponding to the combination of the transfer source script, the conversation content, the user attribute, and the external environment as the recommendation information to be output by referring to the script inheritance table 130.
  • the output target recommendation information determined here corresponds to the updated recommendation information including the indoor map information IdMp'(smt).
  • the conversation control unit 703 starts a conversation with the chatbot on the first information processing terminal 102 by using the determined talk script, and transfers the determined output target recommendation information to the first information processing terminal 102. Output. Specifically, for example, the conversation control unit 703 displays information on the updated recommendation information on the first information processing terminal 102, and uses the determined talk script to chatbot on the updated recommendation information. Start a conversation at.
  • the first information processing terminal 102 can take over the conversation in the chatbot at the second information processing terminal (indoor) 103, and can display the recommendation information in consideration of the conversation contents up to that point.
  • a screen example of the talk screen (including information on the updated recommendation information) displayed on the display 303 of the first information processing terminal 102 existing indoors will be described later with reference to, for example, FIGS. 12A and 12B. do.
  • the script may describe a process for 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 703 starts the conversation in the chatbot according to the talk script, and then, if a specific condition is satisfied based on the conversation history, the first information processing terminal 102 and the operator terminal 104. To switch from chatbot support to manned conversation by the operator.
  • each functional unit of the information processing device 101 described above may be realized by a plurality of computers (for example, the information processing device 101 and the information processing terminal 102) in the conversation control system 100.
  • FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100.
  • the information processing device 101 receives a chat start instruction from the first information processing terminal 102 existing outdoors, and also receives the external environment information acquired by the first information processing terminal 102.
  • the information processing device 101 starts a chatbot conversation on the first information processing terminal 102 based on the external environment information in response to the received chat start instruction. Further, the information processing device 101 outputs the recommendation information including the map information Mp to the first information processing terminal 102 based on the information received in the conversation in the chatbot and the external environment information.
  • the information processing device 101 controls the first information processing terminal 102 to display the recommendation information RD1 including the map information Mp1 together with the conversation in the chatbot.
  • the map information Mp1 is an outdoor MAP around the building BL, and includes, for example, a route from the position of the second information processing terminal (outdoor) 103 to the building BL.
  • the building BL is a building having a recommended spot selected in a chatbot conversation on the second information processing terminal (outdoor) 103.
  • the first information processing terminal 101 When the information processing device 101 detects that the first information processing terminal 102 existing outdoors has entered the room, the first information processing terminal changes the recommendation information in which the map information Mp is changed to the indoor map information IdMp related to the room. Output to 102.
  • the information processing device 101 outputs the recommendation information RD2 in which the map information Mp1 is changed to the indoor map information IdMp1 regarding the interior of the building BL to the first information processing terminal 102.
  • the indoor map information IdMp1 is an indoor map of the building BL, and includes, for example, an indoor route from the entrance / exit of the building BL to the location of the second information processing terminal (indoor) 103 installed indoors of the building BL.
  • the entrance / exit of the building BL corresponds to the place where it is detected that the first information processing terminal 102 has entered the interior of the building BL.
  • the user refers to the indoor map information IdMp1 included in the recommendation information RD2 displayed on the first information processing terminal 102, and refers to the second information processing terminal (indoor) 103 installed indoors in the building BL. Suppose you move towards.
  • the information processing device 101 updates the recommendation information including the indoor map information IdMp in response to the transfer of the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103, and the updated recommendation.
  • the information is output to the second information processing terminal (indoor) 103.
  • the user moves to the second information processing terminal (indoor) 103 installed indoors in the building BL, and the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103. It is assumed that the transfer is performed.
  • the information processing device 101 outputs the recommendation information RD3 in which the indoor map information IdMp1 is changed to the indoor map information IdMp'1 regarding the recommended spot in the building BL to the second information processing terminal (indoor) 103.
  • Indoor map information IdMp'1 is an indoor map including recommended spots in the building BL.
  • the indoor map information IdMp'1 includes, for example, an indoor route from the position of the second information processing terminal (indoor) 103 to the recommended spot in the building BL.
  • the user can refer to, for example, the indoor map information IdMp'1 included in the recommendation information RD3 displayed on the second information processing terminal (indoor) 103, and find out where the recommended spot is in the building BL. You can check.
  • the second information processing terminal (outdoor) 103 is a digital board installed at a station (for example, Tokyo station) and used by an unspecified number of people. Further, the user attribute specified from the user information acquired by the second information processing terminal (outdoor) 103 is set to "40s x female", and is specified from the external environment information acquired by the second information processing terminal (outdoor) 103. The external environment is "sunny”.
  • the information processing device 101 uses a talk script corresponding to the combination of the user attribute "40s x female" and the external environment "sunny” in the chatbot on the second information processing terminal (outdoor) 103. Start a conversation.
  • the talk script corresponding to the combination of the user attribute "40s x female" and the external environment "sunny” is a script for talking about tourist information.
  • FIGS. 9A and 9B are explanatory views showing a screen example of a talk screen displayed on the second information processing terminal (outdoor) 103.
  • the talk screen 900 is an example of a talk screen displayed on the second information processing terminal (outdoor) 103 when a conversation on the chatbot is started.
  • the avatar av1 represents a chatbot character.
  • selection buttons 901 to 903 related to tourist information are displayed in a conversational format.
  • the selection button 901 is selected by the user's operation input using the input device 304 (see FIG. 3) of the second information processing terminal (outdoor) 103, a conversation about a recommended sightseeing spot can be performed. can.
  • a time-saving route is a route that goes around recommended spots in a short amount of time.
  • the language used can be switched.
  • the language button b1 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 B, and a message input in the box B can be sent to the chatbot side (information processing device 101) by selecting the send button b5. Can be sent.
  • the selection button 901 is selected on the talk screen 900.
  • the talk screen 910 is displayed on the second information processing terminal (outdoor) 103.
  • Map information 911 including recommended tourist spots s1, s2, s3 is displayed on the talk screen 910.
  • the spot information screen 920 is displayed on the talk screen 910.
  • the spot information screen 920 is an operation screen for introducing the tourist spot s1 in a conversation format using a chatbot.
  • Tourist spot s1 is a large-scale commercial facility with many stores.
  • the button 921 When the button 921 is selected on the spot information screen 920, the route to the tourist spot s1 can be displayed. Further, when the button 922 is selected on the spot information screen 920, the talk screen 910 can be returned to. Further, when the button 912 is selected on the talk screen 910, the talk screen 900 can be returned.
  • the button 921 is selected on the spot information screen 920.
  • the talk screen 930 as shown in FIG. 9B is displayed on the second information processing terminal (outdoor) 103.
  • the recommendation information 940 is displayed on the talk screen 930.
  • the recommendation information 940 is information that recommends drinking coffee at the cafe in the tourist spot s1 selected on the talk screen 910.
  • the recommendation information 940 includes map information 941.
  • the map information 941 includes a route 942 from the position p1 of the second information processing terminal (outdoor) 103 to the tourist spot s1.
  • the recommendation information 940 is an example of the recommendation information output based on the information received in the chatbot conversation (conversation content: selection of tourist spot s1), the user attribute "40s x female", and the external environment "sunny”. be.
  • the procedure for handing over the chatbot conversation on the second information processing terminal (outdoor) 103 to the first information processing terminal 102 can be started. Further, when the button 944 is selected on the talk screen 930, the talk screen 910 can be returned to.
  • the button 943 is selected on the talk screen 930.
  • the talk screen 950 is displayed on the second information processing terminal (outdoor) 103.
  • the talk screen 950 is an operation screen for handing over the conversation in the chatbot on the second information processing terminal (outdoor) 103 to the first information processing terminal 102.
  • the message 952 is displayed in a conversational format together with the QR code 951.
  • the QR code 951 is a takeover guide regarding a conversation with a chatbot on the second information processing terminal (outdoor) 103.
  • the message 952 prompts the reader to read the QR code 951.
  • the user By reading the QR code 951 using the first information processing terminal 102, the user takes over the conversation in the chatbot at the second information processing terminal (outdoor) 103 at the first information processing terminal 102. Can be done. Further, when the button 953 is selected on the talk screen 950, the talk screen 900 shown in FIG. 9A can be returned.
  • the selection button 902 when the selection button 902 is selected on the talk screen 900, for example, detailed information about the tourist spot is displayed on the second information processing terminal (outdoor) 103.
  • the recommendation information including the map information including the route to the selected tourist spot is output to the second information processing terminal (outdoor) 103.
  • the selection button 903 is selected on the talk screen 900, for example, information on a plurality of time saving route candidates is displayed on the second information processing terminal (outdoor) 103.
  • the recommendation information including the map information including the selected time-saving route candidate is output to the second information processing terminal (outdoor) 103. ..
  • FIGS. 10A and 10B are explanatory views showing a screen example of a talk screen displayed on the first information processing terminal 102.
  • the talk screen 1000 is an example of a talk screen displayed when a chatbot conversation on the first information processing terminal 102 is started.
  • the avatar av2 represents a chatbot character.
  • chatbot conversation here is performed using the takeover source script, the talk script corresponding to the combination of the user attributes of the first information processing terminal 102 and the external environment.
  • the recommendation information 1010 is displayed together with the message m1 of the avatar av2.
  • the recommendation information 1010 is information about the tourist spot s1 selected on the talk screen 900 shown in FIG. 9A.
  • the recommendation information 1010 includes map information 1011.
  • the map information 1011 includes a route 1012 from the position p1 of the second information processing terminal (outdoor) 103 to the tourist spot s1.
  • the recommendation information 1010 is an example of the recommendation information output based on the information received in the chatbot conversation (conversation content: selection of tourist spot s1), the user attribute "40s x female", and the external environment "sunny". be.
  • Map information 1011 is an example of map information Mp.
  • the user can confirm the route to the tourist spot s1 by the map information 1011 while moving with the first information processing terminal 102.
  • the route 1012 may indicate a route from the current position of the first information processing terminal 102 to the tourist spot s1.
  • coupon information (not shown) that can be used in a store indoors of the tourist spot s1, for example, a cafe can be displayed instead of the map information 1011. Further, when the button b12 is selected on the talk screen 1000, the map information 1011 can be displayed again.
  • the message m2 of the avatar av2 and the button 1013 are displayed on the talk screen 1000.
  • the talk screen 1020 as shown in FIG. 10B is displayed.
  • the talk screen 1020 is an example of a talk screen displayed when the first information processing terminal 102 enters the tourist spot s1 indoors.
  • the recommendation information 1030 is displayed together with the message m3 of the avatar av2.
  • the recommendation information 1030 is an example of the recommendation information in which the map information 1011 is changed to the indoor map information 1031.
  • the indoor map information 1031 is an example of the indoor map information IdMp.
  • the indoor map information 1031 is indoors from the place p11 where the first information processing terminal 102 is detected to have entered the tourist spot s1 to the place p12 where the second information processing terminal (indoor) 103 is installed. Includes route 1032.
  • the "reaction board" included in the message m3 corresponds to the second information processing terminal (indoor) 103.
  • the user can confirm the route to the second information processing terminal (indoor) 103 installed indoors at the tourist spot s1.
  • the route 1032 may indicate a route from the current position of the first information processing terminal 102 to the place p12 where the second information processing terminal (indoor) 103 is installed.
  • the QR code 1040 is displayed on the talk screen 1020 together with the message m4 of the avatar av2, which is a conversation in the chatbot.
  • the QR code 1040 is a hand-over guide regarding a conversation with a chatbot on the first information processing terminal 102.
  • the message m4 prompts the reader to read the QR code 1040.
  • the user holds the QR code 1040 over the reading unit 730 of the second information processing terminal (indoor) 103, the conversation in the chatbot at the first information processing terminal 102 at the second information processing terminal (indoor) 103. Can be taken over.
  • FIG. 11A and 11B are explanatory views showing a screen example of a talk screen displayed on the second information processing terminal (indoor) 103.
  • the talk screen 1100 is an example of a talk screen displayed on the second information processing terminal (indoor) 103 when a conversation on the chatbot is started.
  • the avatar av3 represents a chatbot character.
  • chatbot conversation here is performed using the takeover source script, the talk script corresponding to the combination of the user attributes of the second information processing terminal (indoor) 103 and the external environment.
  • the user attributes and the external environment may have changed from the user attributes and the external environment of the first information processing terminal 102 immediately before.
  • the selection buttons 1102 to 1104 regarding the store in the tourist spot s1 are displayed in a conversational format.
  • the selection button 1102 is selected by the user's operation input, the cafe in the tourist spot s1 can be selected.
  • the selection button 1103 when the selection button 1103 is selected on the talk screen 1100, a store for shopping in the tourist spot s1 can be selected. Further, when the selection button 1104 is selected on the talk screen 1100, the event venue in the tourist spot s1 can be selected.
  • a message can be input by selecting the box 1110, and a message input in the box 1110 can be sent to the chatbot side (information processing device 101) by selecting the send button 1111. Can be sent.
  • the talk screen 1100 displays the recommendation information 1120 including the indoor map information 1121.
  • the recommendation information 1120 is information that introduces the cafe in the tourist spot s1.
  • the indoor map information 1121 is a floor map including a cafe.
  • the button 1122 When the button 1122 is selected on the talk screen 1100, the indoor route to the cafe in the tourist spot s1 can be displayed. Further, when the button 1123 is selected on the talk screen 1100, it is possible to return to the selection of the store.
  • the indoor map information 1132 is displayed together with the message 1131 on the talk screen 1100.
  • the indoor map information 1132 includes a route 1133 from the location p21 of the second information processing terminal (indoor) 103 to the location p22 of the cafe.
  • the recommendation information 1120 is an example of the updated recommendation information including the indoor map information IdMp'(db). Further, the indoor map information 1121 and the indoor map information 1132 are examples of the indoor map information IdMp'(db), and are based on the information received in the conversation in the chatbot (conversation content: selection of cafe in tourist spot s1). Is output.
  • the button 1134 When the button 1134 is selected on the talk screen 1100, the procedure for handing over the chatbot conversation on the second information processing terminal (indoor) 103 to the first information processing terminal 102 can be started. Further, when the button 1135 is selected on the talk screen 1100, it is possible to return to the selection of the store.
  • the button 1134 is selected on the talk screen 1100.
  • the message 1142 is displayed in a conversational format together with the QR code 1141 on the talk screen 1100.
  • the QR code 1141 is a takeover guide regarding a conversation in the chatbot at the second information processing terminal (indoor) 103.
  • the message 1142 prompts the reader to read the QR code 1141.
  • the user By reading the QR code 1141 using the first information processing terminal 102, the user takes over the conversation in the chatbot at the second information processing terminal (indoor) 103 at the first information processing terminal 102. Can be done. Further, when the button 1143 is selected on the talk screen 1100, it is possible to return to the selection of the store.
  • FIG. 12A and 12B are explanatory views showing a screen example of a talk screen displayed on the first information processing terminal 102.
  • the talk screen 1200 is an example of a talk screen displayed when the chatbot conversation is resumed on the first information processing terminal 102.
  • chatbot conversation is performed using a talk script that corresponds to the combination of the takeover source script, conversation content, user attributes, and external environment.
  • the recommendation information 1210 is displayed together with the message m11 of the avatar av2.
  • the recommendation information 1210 is information about the cafe in the tourist spot s1 selected on the talk screen 1100 shown in FIG. 11A.
  • the recommendation information 1210 includes indoor map information 1211, 1212.
  • the recommendation information 1210 is an example of information regarding the updated recommendation information output based on the information received in the chatbot conversation (conversation content: selection of cafe in tourist spot s1), user attributes, and external environment. ..
  • the indoor map information 1211, 1212 is an example of the indoor map information IdMp'(smt).
  • Indoor map information 1211 includes an indoor route 1213 from the elevator location p21 on the 1st floor to the elevator location p23 on the 4th floor where the cafe is located.
  • the indoor map information 1212 is displayed on the talk screen 1200.
  • the indoor map information 1212 includes an indoor route 1214 from the elevator location p23 on the 4th floor to the cafe location p22.
  • buttons 1221 to 1223 are displayed together with the message m12 of the avatar av2.
  • the message m12 is a question to the user.
  • the option 1221 is selected by the user's operation input on the talk screen 1200.
  • the user can confirm the route to the cafe in the tourist spot s1 by the indoor map information 1211, 1212 while moving with the first information processing terminal 102.
  • coupon information (not shown) that can be used at the cafe in the tourist spot s1 can be displayed instead of the indoor map information 1211, 1212. Further, when the button b12 is selected on the talk screen 1200, the indoor map information 1211, 1212 can be redisplayed.
  • the first information processing terminal 102 is detected to have arrived at the cafe in the tourist spot s1.
  • the message m13 of the avatar av2 and the button 1224 are displayed on the talk screen 1200.
  • the QR code 1230 is displayed together with the message m14 of the avatar av2.
  • the QR code 1230 is a hand-over guide regarding a conversation with a chatbot on the first information processing terminal 102.
  • the message m14 prompts the reader to read the QR code 1230.
  • the user holds the QR code 1230 over the reading unit 730 of the second information processing terminal (indoor) 103, the conversation in the chatbot at the first information processing terminal 102 at the second information processing terminal (indoor) 103. Can be taken over.
  • the talk screen 1300 as shown in FIG. 13 is displayed on the display 303 of the second information processing terminal (indoor) 103.
  • FIG. 13 is an explanatory diagram (No. 3) showing a screen example of the talk screen displayed on the second information processing terminal (indoor) 103.
  • the talk screen 1300 is an example of a talk screen displayed when the chatbot conversation is resumed on the second information processing terminal (indoor) 103.
  • the selection buttons 1302 to 1304 related to the store in the tourist spot s1 are displayed in a conversational format.
  • the selection button 1302 relating to the restaurant is displayed.
  • the restaurant in the tourist spot s1 can be selected.
  • the information processing apparatus 101 it is possible to control the options for conversation in the chatbot at the information processing terminal of the takeover destination according to the conversation in the chatbot at the information processing terminal of the takeover source.
  • the first conversation control process is a process of controlling the first conversation in the chatbot at the first information processing terminal 102 or the second information processing terminal 103.
  • the first conversation control process is a process of controlling the first conversation in the chatbot at the first information processing terminal 102 or the second information processing terminal 103.
  • a case where the first conversation in the chatbot is started in the second information processing terminal (outdoor) 103 will be described as an example.
  • FIG. 14 is a flowchart showing an example of the first conversation control processing procedure of the information processing device 101.
  • the information processing apparatus 101 receives a chat start instruction from the second information processing terminal (outdoor) 103, as well as user information and external environment information acquired by the second information processing terminal (outdoor) 103. Is determined (step S1401).
  • the information processing device 101 waits for receiving the user information and the external environment information together with the chat start instruction (step S1401: No).
  • the information processing device 101 receives the user information and the external environment information together with the chat start instruction (step S1401: Yes)
  • the information processing device 101 identifies the user attribute and the external environment based on the received user information and the external environment information (step S1401: Yes).
  • Step S1402 the information processing device 101 identifies the user attribute and the external environment based on the received user information and the external environment information.
  • the information processing apparatus 101 refers to the script table 120 and determines a script corresponding to the combination of the specified user attribute and the external environment as the talk script (step S1403). Then, the information processing device 101 starts a conversation with the chatbot at the second information processing terminal (outdoor) 103 using the determined talk script (step S1404).
  • the information processing device 101 determines whether or not the destination has been selected in the chatbot conversation on the second information processing terminal (outdoor) 103 (step S1405).
  • the destination is selected, for example, in a chatbot conversation on the second information processing terminal (outdoor) 103 (see, for example, the talk screen 910 shown in FIG. 9A).
  • the information processing device 101 waits for the destination to be selected (step S1405: No).
  • the information processing apparatus 101 displays the destination and the route (step S1406).
  • the route is a recommended route from the position of the second information processing terminal (outdoor) 103 to the destination.
  • the information processing device 101 determines whether or not the conversation content received from the second information processing terminal (outdoor) 103 satisfies a predetermined condition (step S1407). For example, the information processing device 101 determines that the conversation content satisfies a predetermined condition when the input operation requesting the succession of the conversation to the smartphone or the like is received.
  • the information processing apparatus 101 determines whether or not to end the conversation in the chatbot at the second information processing terminal (outdoor) 103 (step S1408).
  • the chatbot conversation ends, for example, according to a talk script or in response to a user forced termination operation.
  • step S1408: No when the conversation in the chatbot is not ended (step S1408: No), the information processing apparatus 101 returns to step S1405.
  • step S1408: Yes when ending the conversation in the chatbot (step S1408: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1407 the information processing apparatus 101 uses the chatbot conversation takeover guidance on the second information processing terminal (outdoor) 103 as the QR code for the second information processing device 101. It is displayed on the display 303 of the information processing terminal (outdoor) 103 of the above (step S1409).
  • the information processing device 101 determines whether or not the reading of the QR code is completed (step S1410). Whether or not the reading of the QR code is completed is determined by, for example, whether or not the first information processing terminal 102 has started the conversation following the conversation in the chatbot at the second information processing terminal (outdoor) 103. Judged by.
  • the information processing device 101 waits for the reading of the QR code to be completed (step S1410: No). Then, when the reading of the QR code is completed (step S1410: Yes), the information processing apparatus 101 can end a series of processes according to this flowchart.
  • the information processing device 101 may determine the talk script in consideration of the visited spots. For example, visited spots may be excluded from recommended spots in chatbot conversations.
  • the second conversation control process is a process of controlling the conversation in the chatbot at the first information processing terminal 102 existing outdoors.
  • the information processing device 101 receives a chat start instruction including the takeover information from the first information processing terminal 102 existing outdoors, as well as user information and external information acquired by the information processing terminal of the takeover destination. It is determined whether or not the environmental information has been received (step S1501).
  • the information processing device 101 waits for receiving the user information and the external environment information together with the chat start instruction including the takeover information (step S1501: No).
  • the information processing device 101 receives the user information and the external environment information together with the chat start instruction including the takeover information (step S1501: Yes)
  • the information processing device 101 refers to the takeover information included in the chat start instruction, and refers to the takeover source script and the takeover source script.
  • the content of the conversation is specified (step S1502).
  • the information processing device 101 identifies the user attribute and the external environment based on the received user information and the external environment information (step S1503). Then, the information processing apparatus 101 refers to the script takeover table 130, and determines the takeover destination script corresponding to the combination of the specified takeover source script, user attribute, and external environment as the talk script (step S1504).
  • the information processing apparatus 101 refers to the script takeover table 130, and determines the recommendation information corresponding to the combination of the specified takeover source script, conversation content, user attribute, and external environment as the recommendation information to be output (recommendation information to be output). Step S1505).
  • This recommendation information includes map information Mp.
  • the information processing device 101 starts a conversation with the chatbot on the first information processing terminal 102 existing outdoors by using the determined talk script (step S1506). Then, the information processing device 101 outputs the determined recommendation information of the output target to the first information processing terminal 102 (step S1507), and proceeds to step S1601 shown in FIG.
  • step S1504 the information processing apparatus 101 decides to use the script takeover table 130 as a reference to determine the takeover destination script corresponding to the specified combination of the takeover source script, the user attribute, and the external environment as the talk script.
  • the information processing device 101 may determine the takeover destination script corresponding to the combination of the specified takeover source script, conversation content, user attribute, and external environment as the talk script.
  • the information processing device 101 may determine the recommendation information to be output in consideration of the information received in the conversation after starting the conversation in the chatbot on the first information processing terminal 102. ..
  • the information processing device 101 determines whether or not it has detected that the first information processing terminal 102 existing outdoors has entered the room (step S1601).
  • the information processing device 101 waits for detecting that the first information processing terminal 102 has entered the room (step S1601: No).
  • the information processing device 101 detects that the first information processing terminal 102 has entered the room (step S1601: Yes), the first information processing terminal changes the recommendation information in which the map information Mp is changed to the indoor map information IdMp. Output to 102 (step S1602). Next, the information processing device 101 determines whether or not the first information processing terminal 102 has moved to the installation location of the second information processing terminal (indoor) 103 (step S1603).
  • the information processing device 101 waits to move to the installation location of the second information processing terminal (indoor) 103 (step S1603: No).
  • the information processing device 101 uses the chatbot conversation takeover guidance on the first information processing terminal 102 as a QR code.
  • the information processing device 101 determines whether or not the reading of the QR code is completed (step S1605). Whether or not the reading of the QR code is completed is determined by, for example, whether or not the second information processing terminal (indoor) 103 has started the conversation following the conversation in the chatbot at the first information processing terminal 102. Judged by.
  • the information processing device 101 waits for the reading of the QR code to be completed (step S1605: No). Then, when the reading of the QR code is completed (step S1605: Yes), the information processing apparatus 101 can end a series of processes according to this flowchart. However, the chatbot conversation may end, for example, in response to a user forced termination operation.
  • the chatbot conversation in the second information processing terminal (outdoor) 103 is taken over by the first information processing terminal 102, and the recommendation information including the map information Mp is output to the first information processing terminal 102. be able to. Further, in response to the detection that the first information processing terminal 102 has entered the room, the recommendation information in which the map information Mp is changed to the indoor map information IdMp can be output to the first information processing terminal 102. can.
  • the third conversation control process is a process of controlling a conversation in a chatbot at the first information processing terminal 102 or the second information processing terminal (indoor) 103 existing indoors.
  • FIG. 17 is a flowchart showing an example of the third conversation control processing procedure of the information processing device 101.
  • the information processing apparatus 101 receives the user information and the external environment information acquired by the information processing terminal of the transfer destination together with the start instruction of the chat including the information processing terminal of the transfer destination from the information processing terminal of the transfer destination. Whether or not it is determined (step S1701).
  • the information processing terminal to be taken over is, for example, a first information processing terminal 102 or a second information processing terminal (indoor) 103 existing indoors.
  • the information processing device 101 waits for receiving the user information and the external environment information together with the chat start instruction including the takeover information (step S1701: No).
  • the information processing device 101 receives the user information and the external environment information together with the chat start instruction including the takeover information (step S1701: Yes)
  • the information processing device 101 refers to the takeover information included in the chat start instruction, and refers to the takeover source script and the takeover source script.
  • the content of the conversation is specified (step S1702).
  • the information processing device 101 identifies the user attribute and the external environment based on the received user information and the external environment information (step S1703). Then, the information processing apparatus 101 refers to the script takeover table 130, and determines the takeover destination script corresponding to the combination of the specified takeover source script, user attribute, and external environment as the talk script (step S1704).
  • the information processing apparatus 101 refers to the script takeover table 130, and determines the recommendation information corresponding to the combination of the specified takeover source script, conversation content, user attribute, and external environment as the recommendation information to be output (recommendation information to be output). Step S1705).
  • This recommendation information includes indoor map information IdMp'(db) or indoor map information IdMp'(smt).
  • the information processing device 101 uses the determined talk script to start a conversation in the chatbot at the information processing terminal of the transfer destination, and outputs the determined output target recommendation information to the information processing terminal of the transfer destination. (Step S1706).
  • the information processing device 101 determines whether or not the information processing terminal to be taken over has arrived at the destination (step S1707).
  • the destination is selected, for example, in a chatbot conversation on the information processing terminal of the takeover source (see, for example, the talk screen 1100 shown in FIG. 11A).
  • the information processing device 101 waits for the information processing terminal to be taken over to arrive at the destination (step S1707: No).
  • the information processing device 101 uses the information of the transfer destination as the QR code for the transfer guidance of the conversation in the chat bot at the information processing terminal of the transfer destination. It is displayed on the display 303 of the processing terminal (step S1708).
  • the information processing device 101 determines whether or not the reading of the QR code is completed (step S1709).
  • the information processing device 101 waits for the reading of the QR code to be completed (step S1709: No).
  • the information processing apparatus 101 can end a series of processes according to this flowchart.
  • the chatbot conversation may end, for example, in response to a user forced termination operation.
  • the chatbot conversation is taken over between the first information processing terminal 102 and the second information processing terminal (indoor) 103, and the indoor map information IdMp'(db) or the information processing terminal of the takeover destination takes over.
  • Indoor map information It is possible to output recommendation information including IdMp'(smt).
  • step S1704 the information processing apparatus 101 decides to use the script takeover table 130 as a reference to determine the takeover destination script corresponding to the specified combination of the takeover source script, the user attribute, and the external environment as the talk script.
  • the information processing device 101 may determine the takeover destination script corresponding to the combination of the specified takeover source script, conversation content, user attribute, and external environment as the talk script.
  • the chat start instruction is received from the first information processing terminal 102 existing outdoors, and the first information processing terminal 102 acquires the chat start instruction. Can receive external environment information. Then, according to the information processing device 101, in response to the received chat start instruction, the chat bot conversation on the first information processing terminal 102 is started based on the external environment information, and the chat bot conversation is performed. Based on the received information and the external environment information, the recommendation information including the map information Mp can be output to the first information processing terminal 102.
  • the recommendation information is, for example, information about recommended spots.
  • the map information Mp includes, for example, a route from the position of the first information processing terminal 102 to the recommended spot.
  • the recommendation information in which the map information Mp is changed to the indoor map information IdMp related to the indoor is changed to the first information processing terminal. It can be output to 102.
  • the indoor map information IdMp includes, for example, an indoor route from the place where the first information processing terminal 102 is detected to have entered the room to the second information processing terminal (indoor) 103.
  • the recommendation information in which the map information Mp is changed to the indoor map information IdMp related to the indoor of the recommended spot in response to the user of the first information processing terminal 102 entering the indoor of the recommended spot. ..
  • the user arriving at the recommended spot can be guided to the second information processing terminal (indoor) 103 closest to the entrance / exit of the recommended spot.
  • the recommendation information changed to the indoor map information IdMp is updated in response to the transfer of the conversation from the first information processing terminal 102 to the second information processing terminal (indoor) 103.
  • the updated recommendation information can be output to the second information processing terminal (indoor) 103.
  • the updated recommendation information is, for example, recommendation information in which the indoor map information IdMp is changed to the indoor map information IdMp'(db) relating to an indoor store or event.
  • the indoor map information IdMp'(db) is, for example, a floor map including recommended stores.
  • the indoor map information IdMp'(db) includes, for example, an indoor route from the position of the second information processing terminal (indoor) 103 to the recommended store.
  • the conversation in the chatbot on the first information processing terminal 102 can be taken over by the second information processing terminal (outdoor) 103, and the recommendation information including the indoor map information IdMp'(db) can be provided. ..
  • a user can browse detailed information about a store or an event in a recommended spot on a second information processing terminal (outdoor) 103 having a display 303 having a screen larger than that of a smartphone or tablet PC.
  • the information processing device 101 when a conversation takeover request is received from the second information processing terminal (indoor) 103, the updated recommendation information is displayed on the second information processing terminal (indoor) 103. , It is possible to start a conversation in the chatbot regarding the updated recommendation information in the second information processing terminal (indoor) 103.
  • the first information processing terminal 102 requests to take over the conversation. Is received, the information on the updated recommendation information can be displayed on the first information processing terminal 102, and the chatbot conversation on the updated recommendation information on the first information processing terminal 102 can be started. ..
  • the conversation in the chatbot on the second information processing terminal (indoor) 103 can be taken over by the first information processing terminal 102, and the recommendation information including the indoor map information IdMp'(smt) can be provided. ..
  • the recommendation information including the indoor map information IdMp'(smt) can be provided. ..
  • the indoor route to the recommended store in a format that is easy to display and operate on a smartphone, it is possible to provide route guidance to the recommended store in a conversation format using a chatbot.
  • the information received in the conversation in the chat bot at the second information processing terminal (outdoor) 103 which is the transfer source before the conversation is handed over to the first information processing terminal 102, and the external information.
  • the recommendation information including the map information Mp can be output to the first information processing terminal 102.
  • the recommendation information including the map information Mp can be provided.
  • the conversation control method described in this 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 apparatus 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 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.
  • Conversation control system 101
  • Information processing device 102
  • First information processing terminal 103
  • Second information processing terminal 104
  • Operator terminal 110
  • Network 120
  • Script takeover table 200 300 Bus 201, 301 CPU 202, 302 Memory 203 Disk drive 204 Disk 205, 305 Communication I / F 206
  • Portable recording medium I / F 207
  • Input device 306
  • Camera 307
  • Microphone 309 GPS unit 701

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