WO2021224992A1

WO2021224992A1 - Conversation control program, conversation control method, and information processing device

Info

Publication number: WO2021224992A1
Application number: PCT/JP2020/018685
Authority: WO
Inventors: 樹柳沼; 慎二生川
Original assignee: 富士通株式会社
Priority date: 2020-05-08
Filing date: 2020-05-08
Publication date: 2021-11-11
Also published as: JP7414128B2; JPWO2021224992A1

Abstract

This information processing device receives a chat initiation instruction from a first information processing terminal (201) and also receives identification information associated with the first information processing terminal (201) and user information acquired by the first information processing terminal (201). On the basis of the received identification information associated with the first information processing terminal (201), the information processing device initiates a first conversation at the first information processing terminal (201) using a chatbot. The information processing device generates a plurality of sets of takeover information on the basis of the number of persons identified by the received user information. The information processing device outputs each of the generated plurality of sets of takeover information to the first information processing terminal (201) if it is determined that the conversation content of the first conversation satisfies a prescribed condition.

Description

Conversation control program, conversation control method and information processing device

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

In recent years, digital boards capable of two-way communication linked with chatbots have begun to be used. The digital board may be installed in a store or facility and used for guiding the store or facility, for example.

As a prior art, access by a user terminal based on the access method included in the two-dimensional code is accepted, and the access is performed from the time when the two-dimensional code is displayed on the electronic signboard with reference to the generation rule stored in the storage means. There is a server device that determines whether or not the operation was performed within a predetermined period. Further, when the first conversation in the chatbot on the first information processing terminal is started and the takeover information indicating the takeover from the first conversation is received from the second information processing terminal, it is based on the received takeover information. Then, there is a technique for initiating a second conversation following the first conversation in the chatbot on the second information processing terminal.

Japanese Unexamined Patent Publication No. 2019-16678 Japanese Patent No. 6652231

However, in the prior art, the convenience of the user may be reduced when the digital board installed in the store or facility is used to guide the store or facility using two-way communication linked with the chatbot. There is a problem.

On one aspect, it is an object of the present invention to enable a plurality of users to take over chat on information processing terminals.

In one embodiment, when a chat start instruction is received from the first information processing terminal, the first conversation in the chat bot at the first information processing terminal is started and accepted in the first conversation. Conversation control that outputs to the first information processing terminal each of a plurality of handing over information capable of taking over the first conversation in a second information processing terminal different from the first information processing terminal based on the information. The program is provided.

According to one aspect of the present invention, it is possible to take over the chat in the information processing terminals of each of the plurality of users.

FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment. FIG. 2 is an explanatory diagram showing a system configuration example of the conversation control system 200. FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101. FIG. 4 is a block diagram showing a hardware configuration example of the first information processing terminal 201 and the like. FIG. 5 is an explanatory diagram showing an example of the stored contents of the script table 220. FIG. 6 is an explanatory diagram showing an example of the stored contents of the script takeover table 230. FIG. 7 is an explanatory diagram showing an example of the stored contents of the conditional script table 240. FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101. FIG. 9 is an explanatory diagram showing an example of the stored contents of the read management table 900. FIG. 10 is an explanatory diagram showing an operation example of the conversation control system 200. FIG. 11A is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the first information processing terminal 201. FIG. 11B is an explanatory diagram (No. 2) showing a screen example of the talk screen displayed on the first information processing terminal 201. FIG. 11C is an explanatory diagram (No. 3) showing a screen example of the talk screen displayed on the first information processing terminal 201. FIG. 12 is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the second information processing terminal 202. FIG. 13 is an explanatory diagram (No. 2) showing a screen example of a talk screen displayed on the second information processing terminal 202. FIG. 14 is an explanatory diagram (No. 3) showing a screen example of a talk screen displayed on the second information processing terminal 202. FIG. 15 is a flowchart showing an example of the first conversation control processing procedure of the information processing device 101. FIG. 16 is a flowchart showing an example of the second conversation control processing procedure of the information processing device 101.

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

(Embodiment)
FIG. 1 is an explanatory diagram showing an embodiment of a conversation control method according to an embodiment. In FIG. 1, the information processing device 101 is a computer that controls the conversation of the chatbot. A chatbot is a computer system that uses artificial intelligence to interact with humans and exchange messages.

The first information processing terminal 102 is a stationary computer used when a user has a conversation with a chatbot. For example, the first information processing terminal 102 is a digital board installed in a store, a commercial facility, a station, an airport, or the like and used by an unspecified number of people.

The second information processing terminal 103 is a portable computer used when a user has a conversation with a chatbot. For example, the second information processing terminal 103 is a personal smartphone, a tablet PC (Personal Computer), or the like.

In the first information processing terminal 102 and the second information processing terminal 103, 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 (not shown), 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. According to the room ID, a series of conversations in the chatbot can be identified.

Here, a digital board (for example, the first information processing terminal 102) may be used to provide guidance on stores and facilities by using two-way communication linked with a chatbot. For example, it is conceivable to install a digital board in a next-generation store and use a chatbot to guide the store concept and products sold in the store.

However, it is not desirable for a specific person to use a digital board that is expected to be used by an unspecified number of people for a long time. Therefore, for example, by enabling the transfer of conversation from the digital board to the smartphone (for example, the second information processing terminal 103), it is possible to prevent a situation in which a specific person uses the digital board for a long time. ..

On the other hand, multiple people such as family members and friends may visit stores and facilities. For example, suppose a group of people visits a store. In this case, even if the conversation is handed over to the smartphone of one of the group members, only that person can be informed of the store concept and products. For this reason, it is difficult to issue coupons to encourage each person in the group to purchase products.

The transfer of conversation from the digital board to the smartphone is realized, for example, by reading the QR (Quick Response) code displayed on the digital board with the smartphone. QR code is a registered trademark. Therefore, it is conceivable to make it possible to repeatedly read the QR code displayed on the digital board so that the smartphone of each person in the group can take over the conversation.

However, since it is difficult to read the QR code unless it is from the front, the QR code must be read one by one. That is, it is necessary to wait for the reading of other people in the group to be completed and read the QR code one by one in order, which may lead to a situation in which a specific group uses the digital board for a long time.

Therefore, in the present embodiment, a conversation control method that enables the inheritance of chats on the information processing terminals of each of a plurality of users and improves the convenience of the users will be described. Hereinafter, a processing example of the information processing apparatus 101 will be described.

(1) The information processing device 101 receives a chat start instruction from the first information processing terminal 102. Here, the chat start instruction is for starting a conversation between the user and the chatbot. Further, the information processing device 101 may receive, for example, a chat start instruction from the first information processing terminal 102 and the identification information corresponding to the first information processing terminal 102.

The identification information corresponding to the first information processing terminal 102 is the information for identifying the first information processing terminal 102. For example, the identification information corresponding to the first information processing terminal 102 may be an identifier that uniquely identifies the first information processing terminal 102. Further, the identification information corresponding to the first information processing terminal 102 is information indicating that the first information processing terminal 102 is an information processing terminal installed in a store, a facility, or the like and used by an unspecified number of people. It may be.

The identification information corresponding to the first information processing terminal 102 is used, for example, when determining a script to be applied to the conversation in the chatbot at the first information processing terminal 102. A script is information (scenario) that defines the flow of conversation in a chatbot. Specifically, for example, a script is information that defines chat processing.

Talk processing is a process for realizing the operation (behavior) of a chatbot. For example, the talk process includes 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, a process of performing a procedure according to a selected option or input information, a process of selecting a selected option or input. It includes a process of searching an FAQ according to the received information, a process of ending the talk process, and the like. The FAQ search is performed using, for example, an FAQ master (not shown) included in the information processing apparatus 101.

In the example of FIG. 1, it is assumed that the identification information 110 corresponding to the first information processing terminal 102 is received from the first information processing terminal 102 together with the chat start instruction.

(2) When the information processing device 101 receives a chat start instruction from the first information processing terminal 102, the information processing device 101 starts the first conversation in the chatbot at the first information processing terminal 102. Specifically, for example, the information processing apparatus 101 may determine the first script based on the identification information 110 corresponding to the received first information processing terminal 102.

Here, the first script is a script applied to the conversation in the chatbot on the first information processing terminal 102. Then, the information processing device 101 starts the first conversation in the chatbot at the first information processing terminal 102 by using the determined first script.

More specifically, for example, the information processing device 101 uses the chatbot to speak, display options, and execute procedures according to the selected options according to the first talk script. The conversation history (chat log) between the chatbot and the user is stored in, for example, a chat log DB (not shown) of the information processing device 101.

For example, it is assumed that the identification information 110 is a terminal ID that uniquely identifies the first information processing terminal 102. In this case, the information processing apparatus 101 may determine, for example, a script stored in advance in association with the terminal ID of the first information processing terminal 102 as the first script.

Further, it is assumed that the identification information 110 is information indicating that the first information processing terminal 102 is an information processing terminal installed in a store, a facility, or the like and used by an unspecified number of people. In this case, the information processing device 101 may determine, for example, a script stored in advance for a terminal installed in a store, facility, or the like as the first script.

However, the first script may be predetermined. In this case, the information processing device 101 uses, for example, a chat bot in the first information processing terminal 102 by using a predetermined first script in response to a chat start instruction from the first information processing terminal 102. Start the first conversation at.

In the example of FIG. 1, it is assumed that the first conversation in the chatbot on the first information processing terminal 102 is started based on the identification information 110.

(3) The information processing apparatus 101 takes over a plurality of information processing terminals 103 different from the first information processing terminal 102 so that the first information processing terminal 103 can take over the first information processing based on the information received in the first information processing. Each piece of information is output to the first information processing terminal 102. Here, the takeover information is information for taking over the conversation in the chatbot on the first information processing terminal 102.

Specifically, for example, the information processing device 101 determines whether or not the conversation content of the first conversation satisfies a predetermined condition based on the information received in the first conversation. The information received in the first conversation is, for example, information indicating the selected option or the input information in the first conversation.

The predetermined condition may be, for example, a condition that a predetermined option is selected, or a condition that a predetermined information is input. Then, when the conversation content of the first conversation satisfies a predetermined condition, the information processing device 101 outputs each of the plurality of hand-over information to the first information processing terminal 102.

At this time, the information processing device 101 outputs, for example, each of the plurality of hand-over information to the first information processing terminal 102 so that the second information processing terminal 103 can read it. Each takeover information of the plurality of takeover information is displayed on the first information processing terminal 102 as, for example, a code that can read the takeover information. The code is, for example, a QR code or a barcode.

Further, the plurality of inheritance information output from the first information processing terminal 102 may be set in advance, or may be determined according to the number of users. The number (number of people) of users can be specified by using, for example, a camera that photographs the surroundings of the first information processing terminal 102, a sensor that detects the temperature around the first information processing terminal 102, and the like.

In the example of FIG. 1, it is assumed that the

QR codes

121, 122, and 123 are displayed on the first information processing terminal 102 together with the message 120 of the avatar av. The avatar av represents the character of the chatbot. The message 120 is an example of a message prompting the reader to read the

QR codes

121, 122, 123. The

QR codes

121, 122, and 123 are information that allows the second information processing terminal 103 to read the takeover information for taking over the first conversation.

As described above, according to the information processing device 101, it is possible to output each of the plurality of transfer information capable of inheriting the first conversation in the second information processing terminal 103 to the first information processing terminal 102. As a result, even if the users who use the first information processing terminal 102 are a group of a plurality of people, the second information processing terminal 103 of each user can read the takeover information and take over the first conversation. It will be possible.

In the example of FIG. 1, since the

QR codes

121, 122, and 123 are output, it is possible for a plurality of users to read the passing information in parallel, and a specific group lengthens the first information processing terminal 102. It is possible to prevent situations such as using time.

(System configuration example of conversation control system 200)
Next, a system configuration example of the conversation control system 200 including the information processing device 101 shown in FIG. 1 will be described. The conversation control system 200 is applied to, for example, a system that uses a chatbot to provide guidance on store or facility concepts, products, services, and the like.

FIG. 2 is an explanatory diagram showing a system configuration example of the conversation control system 200. In FIG. 2, the conversation control system 200 includes an information processing device 101, a first information processing terminal 201, a second information processing terminal 202, and an operator terminal 203. In the conversation control system 200, the information processing device 101, the first information processing terminal 201, the second information processing terminal 202, and the operator terminal 203 are connected via a wired or wireless network 210. The network 210 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.

Here, the information processing device 101 has a script table 220, a script takeover table 230, and a conditional script table 240, and controls the conversation of the chatbot. For example, the information processing device 101 is a server. The stored contents of the script table 220, the script takeover table 230, and the conditional script table 240 will be described later with reference to FIGS. 5 to 7.

The first information processing terminal 201 is a stationary computer used when a user has a conversation with a chatbot. For example, the first information processing terminal 201 is a digital board installed in a store, a commercial facility, or the like and used by an unspecified number of people. The first information processing terminal 102 shown in FIG. 1 corresponds to, for example, the first information processing terminal 201.

The second information processing terminal 202 is a portable computer used when a user has a conversation with a chatbot. For example, the second information processing terminal 202 is a personal smartphone, tablet PC, or the like. The second information processing terminal 103 shown in FIG. 1 corresponds to, for example, the second information processing terminal 202.

The operator terminal 203 is a computer used by the operator. An operator is a person who responds to a user when switching from a chatbot-enabled conversation to a manned-enabled conversation. For example, the operator can communicate with the user by using the telephone function of the operator terminal 203, text communication, or the like. The operator terminal 203 is, for example, a PC or a tablet PC.

In the example of FIG. 2, only one of the first information processing terminal 201, the second information processing terminal 202, and the operator terminal 203 are displayed, but the present invention is not limited to this. For example, the conversation control system 200 may include a plurality of first information processing terminals 201, a second information processing terminal 202, and a plurality of operator terminals 203, respectively.

(Example of hardware configuration of information processing device 101)
Next, a hardware configuration example of the information processing device 101 will be described.

FIG. 3 is a block diagram showing a hardware configuration example of the information processing device 101. In FIG. 3, the information processing device 101 includes a CPU (Central Processing Unit) 301, a memory 302, a disk drive 303, a disk 304, a communication I / F (Interface) 305, and a portable recording medium I / F 306. , And a portable recording medium 307. Further, each component is connected by a bus 300.

Here, the CPU 301 controls the entire information processing device 101. The CPU 301 may have a plurality of cores. The memory 302 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like. Specifically, for example, the flash ROM stores the OS (Operating System) program, the ROM stores the application program, and the RAM is used as the work area of the CPU 301. The program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.

The disk drive 303 controls data read / write to the disk 304 according to the control of the CPU 301. The disk 304 stores the data written under the control of the disk drive 303. Examples of the disk 304 include a magnetic disk and an optical disk.

The communication I / F 305 is connected to the network 210 through a communication line, and is connected to an external computer (for example, the first information processing terminal 201, the second information processing terminal 202, and the operator terminal 203 shown in FIG. 2) via the network 210. ) Is connected. The communication I / F 305 controls the interface between the network 210 and the inside of the device, and controls the input / output of data from an external computer. For the communication I / F 305, for example, a modem, a LAN adapter, or the like can be adopted.

The portable recording medium I / F 306 controls data read / write to the portable recording medium 307 according to the control of the CPU 301. The portable recording medium 307 stores the data written under the control of the portable recording medium I / F 306. Examples of the portable recording medium 307 include a CD (Compact Disc) -ROM, a DVD (Digital Versailles 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 303, a disk 304, a portable recording medium I / F 306, and a portable recording medium 307 among the above-described components.

(Example of hardware configuration of first information processing terminal 201 or the like)
Next, a hardware configuration example of the first information processing terminal 201 and the second information processing terminal 202 will be described. Here, the first information processing terminal 201 and the second information processing terminal 202 are referred to as "first information processing terminal 201 and the like".

FIG. 4 is a block diagram showing a hardware configuration example of the first information processing terminal 201 and the like. In FIG. 4, the first information processing terminal 201 and the like include a CPU 401, a memory 402, a display 403, an input device 404, a communication I / F 405, a camera 406, a speaker 407, and a microphone 408. Further, each component is connected by a bus 400.

Here, the CPU 401 controls the entire control of the first information processing terminal 201 and the like. The CPU 401 may have a plurality of cores. The memory 402 is a storage unit having, for example, a ROM, a RAM, a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and the RAM is used as a work area of the CPU 401. The program stored in the memory 402 is loaded into the CPU 401 to cause the CPU 401 to execute the coded process.

The display 403 is a display device that displays data such as a cursor, an icon, a toolbox, a document, an image, and functional information. As the display 403, for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.

The input device 404 has keys for inputting characters, numbers, various instructions, etc., and inputs data. The input device 404 may be a touch panel type input pad, a numeric keypad, or the like, or may be a keyboard, a mouse, or the like.

The communication I / F 405 is connected to the network 210 through a communication line, and is connected to an external computer (for example, an information processing device 101, an operator terminal 203) via the network 210. Then, the communication I / F 405 controls the interface between the network 210 and the inside of the own device, and controls the input / output of data from the external device.

Camera 406 is a photographing device that captures an image (still image or moving image) and outputs image data. The camera 406 is provided, for example, at a position where a person looking at the display 403 and his / her companion can be photographed. That is, the camera 406 is installed at a position where the users in each group can be photographed even if the users are in a group of a plurality of people.

The camera 406 may be built in the terminal body, or may be provided separately from the device body. The speaker 407 converts an electric signal into voice and outputs the voice. The microphone 408 receives voice and converts it into an electric signal.

In addition to the above-described components, the first information processing terminal 201 and the like may include, for example, an HDD (Hard Disk Drive), SSD, short-range wireless communication I / F, portable recording medium I / F, GPS (Global). It may have a Positioning System) unit or the like. However, the second information processing terminal 202 has a reading unit 820 (see FIG. 8 described later) that can read the takeover information output from the first information processing terminal 201, in addition to the above-described components. Further, the operator terminal 203 shown in FIG. 2 can also be realized by the same hardware configuration as the first information processing terminal 201 and the like.

(Stored contents of script table 220)
Next, the stored contents of the script table 220 included in the information processing apparatus 101 will be described with reference to FIG. The script table 220 is realized by, for example, a storage device such as the memory 302 and the disk 304 shown in FIG.

FIG. 5 is an explanatory diagram showing an example of the stored contents of the script table 220. In FIG. 5, the script table 220 has user attributes and script fields, and by setting information in each field, script management information (for example, script management information 500-1 to 500-3) is stored as a record. do.

Here, the user attribute represents the characteristics of the user, and is classified by, for example, a combination of age, gender, language, clothing, location information, weather information, and the like. User attributes include, for example, "20s x female", "30s x male", "20s x female x children", "20s x female x weather (rain)", "20s x female x temperature". (25 ° C or higher) ”and the like. As a user attribute, for example, "ALL" may be provided for all users.

The script is information (scenario) that defines the conversation flow of the chatbot, and is prepared in association with the user attribute. However, in FIG. 5, only the script ID (for example, SP1, SP2, SP3, ...) That identifies the script is shown. For example, the script management information 500-1 indicates the script SP1 corresponding to the user attribute UA1.

(Stored contents of script takeover table 230)
Next, the stored contents of the script takeover table 230 included in the information processing apparatus 101 will be described with reference to FIG. The script takeover table 230 is realized by a storage device such as a memory 302 or a disk 304, for example.

FIG. 6 is an explanatory diagram showing an example of the stored contents of the script inheritance table 230. In FIG. 6, the script takeover table 230 has fields for the takeover source script, conversation content, number of people, and takeover destination script. By setting information in each field, script inheritance information (for example, script inheritance information 600-1 to 600-3) is stored as a record.

Here, the takeover source script is a script applied to a chatbot conversation on the takeover source information processing terminal. 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.

The number of people indicates the number of users who use the information processing terminal of the transfer source. The takeover destination script is a script applied to a chatbot conversation on the information processing terminal of the takeover destination. The takeover destination script is prepared, for example, in association with the combination of the takeover source script, the conversation content, and the number of people.

The takeover destination script is associated with, for example, the recommendation information provided in the information processing terminal of the takeover destination. The recommendation information is information to be recommended, for example, information on recommended products and services. The recommendation information includes, for example, map information in a store or a facility. The map information includes, for example, information that identifies a place where a recommended product is located.

For example, the script takeover information 600-1 indicates a takeover destination script SP1-1 corresponding to the takeover source script SP1, the conversation content C1, and the number of people "1". Further, the script takeover information 600-2 indicates the takeover destination scripts SP1-1 and SP1-2 corresponding to the takeover source script SP1, the conversation content C1, and the number of people "2".

(Stored contents of conditional script table 240)
Next, the stored contents of the conditional script table 240 included in the information processing apparatus 101 will be described with reference to FIG. 7. The conditional script table 240 is realized by a storage device such as a memory 302 or a disk 304, for example.

FIG. 7 is an explanatory diagram showing an example of the stored contents of the conditional script table 240. In FIG. 7, the conditional script table 240 has fields for conditional and inherited scripts, and by setting information in each field, conditional script management information (for example, conditional script management information 700-1 to 700). -3) is stored as a record.

Here, the condition is a condition for using the takeover destination script. The conditions are specified, for example, by the date, time, cumulative number of visitors to the store, and the like. The takeover destination script is a conditional takeover destination script, and is prepared in association with the condition. For example, the conditional script management information 700-1 indicates a takeover destination script SP1000-1 corresponding to the condition K1.

(Example of functional configuration of information processing device 101)
FIG. 8 is a block diagram showing a functional configuration example of the information processing device 101. In FIG. 8, the information processing device 101 includes a communication unit 801, a determination unit 802, a conversation control unit 803, and a storage unit 810. Specifically, for example, the communication unit 801 to the conversation control unit 803 causes the CPU 301 to execute a program stored in a storage device such as the memory 302, the disk 304, and the portable recording medium 307 shown in FIG. Alternatively, the function is realized by the communication I / F 305. The processing result of each functional unit is stored in a storage device such as a memory 302 or a disk 304, for example. The storage unit 810 is realized by a storage device such as a memory 302 or a disk 304, for example. Specifically, for example, the storage unit 810 stores the script table 220 shown in FIG. 5, the script takeover table 230 shown in FIG. 6, and the conditional script table 240 shown in FIG. 7.

The communication unit 801 receives a chat start instruction from the first information processing terminal 201. Here, the chat start instruction is for starting a conversation between the user and the chatbot.

Further, the communication unit 801 may receive the chat start instruction from the first information processing terminal 201 and also receive the identification information corresponding to the first information processing terminal 201. The identification information corresponding to the first information processing terminal 201 may be, for example, the terminal ID of the first information processing terminal 201, or the first information processing terminal 201 is installed in a store, facility, or the like. It may be information indicating that the information processing terminal is used.

Further, the communication unit 801 may receive the chat start instruction from the first information processing terminal 201 and further receive the user information acquired by the first information processing terminal 201. Further, the communication unit 801 may receive the chat start instruction from the first information processing terminal 201 and further receive the external environment information acquired by the first information processing terminal 201.

The user information is information that identifies the user attribute of the first information processing terminal 201. For example, the user information is information that can specify the number of users, age, age, gender, language, clothes, presence or absence of a wheelchair, etc. of the first information processing terminal 201. Further, the external environment information is information that identifies the external environment of the first information processing terminal 201. For example, the external environment information is identifiable information such as weather, temperature, humidity, time, and position.

Specifically, for example, the first information processing terminal 201 may be made to input user information and external environment information by a user's operation input using an input device 404 (see FIG. 4). In this case, the first information processing terminal 201 transmits the input user information and external environment information to the information processing device 101 together with the chat start instruction.

Further, the first information processing terminal 201 acquires user information when the user captured by the camera 406 (see FIG. 4) of the own terminal is detected or in response to the user's operation input using the input device 404. You may decide. In this case, the first information processing terminal 201 transmits the acquired user information to the information processing device 101 together with the chat start instruction.

More specifically, for example, the first information processing terminal 201 analyzes image information (for example, a moving image) taken by the camera 406 to specify the number of users, age, gender, and the like. Then, the first information processing terminal 201 acquires user information indicating the number of specified users, age, gender, and the like. Further, the first information processing terminal 201 may specify the number of users by detecting the radiation temperature from a person existing within a predetermined range of the own terminal by a temperature sensor (not shown).

Further, the first information processing terminal 201 may analyze the voice information received by the microphone 408 (see FIG. 4) to acquire user information indicating the number of users, gender, language, and the like. Further, the first information processing terminal 201 may acquire external environment information indicating weather, temperature, humidity, position, etc. by using various sensors (not shown) or by inquiring to an external server.

Further, the communication unit 801 may receive the image information taken by the camera 406 as the user information. Further, the communication unit 801 may receive the voice information received by the microphone 408 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 201 side, but may be performed on the information processing device 101 side.

Any existing technology may be used as a technology for acquiring information representing a user's characteristics from image information and audio information. For example, the first information processing terminal 201 or the information processing device 101 extracts information such as the number of people, age, gender, clothes, and language from the feature quantities of images and sounds by a method based on machine learning such as deep learning. You may decide.

The determination unit 802 determines the first script to be applied to the chatbot conversation on the first information processing terminal 201. For example, the determination unit 802 may determine a predetermined script as the first script.

Further, the determination unit 802 determines a first script to be applied to the chatbot conversation in the first information processing terminal 201 based on the received identification information corresponding to the first information processing terminal 201. May be good. Specifically, for example, the determination unit 802 may determine the script stored in the storage unit 810 in advance in association with the terminal ID indicated by the received identification information as the first script.

Further, when the received identification information indicates that the first information processing terminal 201 is an information processing terminal installed in a store or facility, the determination unit 802 indicates that the first information processing terminal 201 is for a terminal installed in the store or facility. The script stored in the storage unit 810 in advance may be determined as the first script.

Further, when the determination unit 802 indicates that the received identification information is an information processing terminal installed in a store, facility, or the like, the determination unit 802 refers to the storage unit 810 and makes a first determination based on the received user information. You may decide the script of. In this case, the storage unit 810 stores scripts corresponding to each of the plurality of user attributes.

Further, when the determination unit 802 indicates that the received identification information is an information processing terminal installed in a store, facility, or the like, the determination unit 802 refers to the storage unit 810 and is based on the received user information and external environment information. The first script may be determined. In this case, the storage unit 810 stores a script corresponding to each of a plurality of combinations of the user attribute and the external environment.

More specifically, for example, when the determination unit 802 indicates that the received identification information is an information processing terminal installed in a store, facility, or the like, the first information is based on the received user information. The user attribute of the processing terminal 201 is specified. Then, the determination unit 802 determines the script corresponding to the specified user attribute as the first script by referring to the script table 220 shown in FIG.

For example, the user attribute specified from the user information is "20s x female". The user attribute "20's x female" indicates that the age of the user is "20's" and the gender of the user is "female". In this case, the determination unit 802 refers to the script table 220 and determines the script corresponding to the user attribute “20s × female” as the first script.

Also, the script corresponding to the specified user attribute may not be in the script table 220. In this case, the determination unit 802 may refer to the script table 220 and determine the script corresponding to the user attribute "ALL" as the first script.

When the number of users is a group of a plurality of users, the user attribute used for determining the first script may represent, for example, the characteristics of any user in the group, and the average of the users in the group. It may represent a characteristic. In addition, the most common feature in the group, for example, the gender of the male and female, may be used as the user attribute.

The conversation control unit 803 starts the first conversation in the chatbot on the first information processing terminal 201 in response to the received chat start instruction. Specifically, for example, the conversation control unit 803 starts the first conversation in the chatbot at the first information processing terminal 201 by using the determined first script.

More specifically, for example, the conversation control unit 803 uses the chatbot to speak, display options, and execute procedures according to the selected options according to the first script. The conversation history (chat log) between the chatbot and the user in the first information processing terminal 201 is stored in, for example, a chat log DB (not shown) of the information processing device 101.

A screen example of the talk screen displayed on the display 403 of the first information processing terminal 201 will be described later with reference to, for example, FIGS. 11A, 11B and 11C.

Further, the conversation control unit 803 transfers each of the plurality of transfer information capable of inheriting the first conversation in the second information processing terminal 202 to the first information processing terminal 201 based on the information received in the first conversation. Output. Here, the second information processing terminal 202 is another information processing terminal different from the first information processing terminal 201, such as a smartphone or a tablet PC.

The information received in the first conversation is, for example, the options selected in the first conversation in the chatbot on the first information processing terminal 201, the information input, and the like. The information received in the first conversation is specified, for example, from a chat log DB (not shown) included in the information processing device 101.

The takeover information is information for taking over the conversation in the chatbot on the first information processing terminal 201. The takeover information includes information that identifies a script to be applied to the conversation following the first conversation in the chatbot at the second information processing terminal 202, for example, the script ID of the takeover destination script. Further, the takeover information may include an identifier that uniquely identifies the takeover information.

Specifically, for example, the conversation control unit 803 determines whether or not the conversation content of the first conversation satisfies a predetermined condition based on the information received in the first conversation. The predetermined condition can be arbitrarily set, and may be, for example, a condition that a predetermined option is selected, or a condition that a predetermined information is input.

The predetermined options and predetermined information are, for example, options and information that allow the user using the first information processing terminal 201 to specify the purpose of visiting the store or facility in which the first information processing terminal 201 is installed. be. In addition, the predetermined condition may be a condition that "the content of the next inquiry is related to personal information". Personal information is, for example, information such as a name, date of birth, telephone number, and address required to use a service at a store or facility.

In addition, the conversation control unit 803 generates the takeover information of the output target. For example, the conversation control unit 803 identifies the number of people from the user information received together with the chat start instruction. The number of people is the number of users who use the first information processing terminal 201. Then, the conversation control unit 803 generates the takeover information of the output target based on the specified number of people. Further, the conversation control unit 803 may generate the takeover information of the output target based on the information received in the first conversation.

More specifically, for example, the conversation control unit 803 specifies the takeover source script and the conversation content based on the information received in the first conversation. In the takeover source script, the first information processing terminal 201 is a script applied to the first conversation in the chatbot at the takeover source information processing terminal, that is, the first information processing terminal 201.

The conversation content is information that identifies the content of the first conversation in the chatbot on the first information processing terminal 201. For example, the conversation content indicates the options selected in the first conversation, the information input, and the like. Next, the conversation control unit 803 refers to the script takeover table 230 shown in FIG. 6 to specify the takeover source script, the conversation content, and the takeover destination script corresponding to the combination of the number of people.

Then, the conversation control unit 803 generates takeover information including information for specifying the specified takeover destination script. When a plurality of takeover destination scripts are specified, the conversation control unit 803 generates takeover information including information for specifying the takeover destination script for each of the plurality of takeover destination scripts.

At this time, the conversation control unit 803 sets, for example, at least one of the plurality of inheritance information as the inheritance information including the information that identifies the inheritance destination script different from the other inheritance information. That is, the conversation control unit 803 includes information that identifies a takeover destination script that is different from other takeover information in order to have a different conversation or output different recommendation information between the information processing terminals of the takeover destination. Include takeover information.

As an example, the takeover source script is "script SP1", the conversation content is "conversation content C1", and the number of people is "3". In this case, the conversation control unit 803 refers to the script takeover table 230, and the takeover destination script SP1-1, SP1-2, SP1-3 corresponding to the combination of the takeover source script SP1, the conversation content C1, and the number of people "3". To identify. Then, the conversation control unit 803 includes takeover information including information for specifying the takeover destination script SP1-1, takeover information including information for specifying the takeover destination script SP1-2, and information for specifying the takeover destination script SP1-3. Generate takeover information including.

Then, when the conversation control unit 803 determines that the conversation content of the first conversation satisfies a predetermined condition, the conversation control unit 803 outputs each of the generated plurality of inheritance information to the first information processing terminal 201. At this time, the conversation control unit 803 outputs, for example, each of the generated plurality of hand-over information so that the second information processing terminal 202 can read it.

Each takeover information of the plurality of takeover information is displayed on the first information processing terminal 201 as, for example, a QR code that can read the takeover information. At this time, the conversation control unit 803 may display a message such as "Please read the QR code" on the first information processing terminal 201 together with the QR code.

Further, each takeover information of the plurality of takeover information may be output from, for example, a non-contact IC (Integrated Circuit) tag (not shown) of the first information processing terminal 201. At this time, the conversation control unit 803 may display a message such as "Please touch here" on the non-contact IC tag portion of the first information processing terminal 201, for example. As the non-contact IC tag, for example, an NFC (Near Field Communication) tag can be used.

Further, each takeover information of the plurality of takeover information may be displayed on the first information processing terminal 201 as, for example, a character string indicating the script ID of the takeover destination script. In this case, the second information processing terminal 202 may read the takeover information by receiving the script ID by the operation input of the user using the input device 404, for example.

In the following explanation, the QR code that can read the takeover information may be referred to as "takeover guidance".

As a result, in consideration of the conversation content in the chatbot in the first information processing terminal 201 (information processing terminal of the takeover source), the chatbot in the second information processing terminal 202 (information processing terminal of the takeover destination) The script to be applied to the conversation following the first conversation can be determined. Therefore, in consideration of the conversation content in the first information processing terminal 201, the second information processing terminal 202 can provide guidance on stores and facilities and provide recommendation information. Further, when the user who uses the first information processing terminal 201 is a group of a plurality of people, it is possible to output a plurality of hand-over information according to the number of people in the group.

Further, the conversation control unit 803 may generate, for example, at least one of a plurality of hand-over information, based on the cumulative number of users who have used the first information processing terminal 201. Here, the cumulative number of users who have used the first information processing terminal 201 corresponds to, for example, the cumulative number of users who have visited a store or facility where the first information processing terminal 201 is installed.

The cumulative number of users is, for example, sequentially updated and stored in the memory 302 or the disk 304. Specifically, for example, the conversation control unit 803 sequentially adds the number of people specified from the user information received from the first information processing terminal 201 together with the chat start instruction, and outputs the result to the memory 302 or the disk 304. Remember.

For example, it is assumed that the condition K1 of the conditional script management information 700-1 in the conditional script table 240 shown in FIG. 7 is a condition that "the cumulative number of visitors is 10,000". In this case, the conversation control unit 803 refers to the condition K1 of the conditional script management information 700-1 in the conditional script table 240, and calculates the cumulative number before and after the update of the user using the first information processing terminal 201. Based on the results of the comparison, it is determined whether or not the cumulative number of people, which was less than 10,000, has reached 10,000.

Here, when the number of people reaches 10,000, the conversation control unit 803 generates takeover information including information for specifying the takeover destination script SP1000-1 corresponding to the condition K1. The takeover destination script SP1000-1 is a script for conducting a conversation for the 10,000th user who visits the store, and is associated with recommendation information including a special coupon such as a discount of 3 for all products.

Further, the conversation control unit 803 generates, for example, at least one of a plurality of hand-over information, based on the date or time when the chat start instruction is received from the first information processing terminal 201. You may decide.

For example, it is assumed that the condition K2 of the conditional script management information 700-2 in the conditional script table 240 is the condition "January 1". Further, "January 1" is assumed to be the anniversary of the opening of the store in which the first information processing terminal 201 is installed. In this case, the conversation control unit 803 refers to the condition K2 of the conditional script management information 700-2 in the conditional script table 240, and the date when the chat start instruction is received from the first information processing terminal 201. Is "January 1st" or not.

Here, in the case of "January 1", the conversation control unit 803 generates takeover information including information for specifying the takeover destination script SP1000-2 corresponding to the condition K2. The takeover destination script SP1000-2 is a script for conducting a conversation for an anniversary, and is associated with recommendation information including a special coupon such as a discount of 2 for all products.

For example, it is assumed that the condition K3 of the conditional script management information 700-3 in the conditional script table 240 is the condition "15:00 to 15:15". Further, it is assumed that "15:00 to 15:15" is a time zone in which the "karaage" sold at the store can be served in a freshly fried state. In this case, the conversation control unit 803 refers to the condition K3 of the conditional script management information 700-3 in the conditional script table 240, and is the time when the chat start instruction is received from the first information processing terminal 201. Is included in the time zone of "15:00 to 15:15".

Here, when it is included in the time zone of "15:00 to 15:15", the conversation control unit 803 generates takeover information including information for specifying the takeover destination script SP1000-3 corresponding to the condition K3. .. The takeover destination script SP1000-3 is a script for conducting a conversation to introduce freshly fried chicken, and is associated with recommendation information including a coupon such as a discount of 2 for fried chicken.

The takeover information including the information that identifies the conditional takeover destination script (for example, the takeover destinations SP1000-1 to SP1000-3) may be output together with the takeover information generated according to the number of people, and the number of people. It may be output by replacing with any of the inheritance information generated according to.

A display example of the takeover guidance (takeover information) displayed on the display 403 of the first information processing terminal 201 will be described later with reference to, for example, FIG. 11B. Further, the reading status of the hand-over information output to the first information processing terminal 201 is managed by using, for example, a reading management table 900 as shown in FIG. 9 described later.

Further, the communication unit 801 receives a chat start instruction including the takeover information from the second information processing terminal 202. Here, the second information processing terminal 202 acquires the takeover information by reading the takeover guide output from the first information processing terminal 201 by the reading unit 820.

Specifically, for example, the second information processing terminal 202 acquires the takeover information by reading the QR code displayed on the first information processing terminal 201 by the reading unit 820. Further, the second information processing terminal 202 may acquire the takeover information by receiving the takeover guidance output from the non-contact IC tag of the first information processing terminal 201 by the reading unit 820. .. When the second information processing terminal 202 acquires the takeover information, the second information processing terminal 202 transmits a chat start instruction including the acquired takeover information to the information processing device 101.

When the decision unit 802 receives a chat start instruction including the takeover information from the second information processing terminal 202, the determination unit 802 uses the second information processing terminal based on the takeover information included in the received chat start instruction. Determine a second script to apply to the conversation following the first conversation in the chatbot at 202. Specifically, for example, the determination unit 802 determines the takeover destination script specified from the takeover information as the second script.

The conversation control unit 803 starts the second conversation in the chatbot on the second information processing terminal 202 by using the determined second script. At this time, the conversation control unit 803 causes the second information processing terminal 202 to display the recommendation information associated with the second script (takeover destination script) together with the conversation in the chatbot, for example.

As a result, the second information processing terminal 202 can take over the conversation in the chatbot of the first information processing terminal 201 and display the recommendation information in consideration of the conversation content.

A screen example of the talk screen displayed on the display 403 of the second information processing terminal 202 will be described later with reference to, for example, FIGS. 12 to 13.

Further, the conversation control unit 803 stops the output of the takeover information read by the second information processing terminal 202 among the takeover information output to the first information processing terminal 201. Whether or not the reading of the hand-over information is completed is determined by, for example, whether or not the second information processing terminal 202 has started the conversation following the first conversation in the chatbot of the first information processing terminal 201. Will be done.

Stopping the output of the takeover information may mean, for example, hiding the QR code displayed on the first information processing terminal 201 that can read the takeover information. Further, stopping the output of the hand-over information may mean processing in a state where the QR code cannot be read, for example, black-painting.

Further, when the conversation control unit 803 stops the output of the hand-over information, the conversation control unit 803 may output the information related to the hand-over information to the first information processing terminal 201. Specifically, for example, the conversation control unit 803 may display a message of what kind of coupon is issued on the first information processing terminal 201 in a conversation format using a chatbot.

Further, when the conversation control unit 803 stops the output of the hand-over information, the conversation control unit 803 may output information indicating the number of remaining hand-over information that can be read to the first information processing terminal 201. Specifically, for example, the conversation control unit 803 may display a message such as "there is only one left" on the first information processing terminal 201 in a conversation format using a chatbot.

Further, the conversation control unit 803 may update the display of the remaining readable transfer information when the output of the transfer information is stopped. Specifically, for example, the conversation control unit 803 enlarges the size of the remaining readable QR code displayed on the first information processing terminal 201, or changes the display position in the center of the screen. You may decide.

Here, the stored contents of the read management table 900 will be described with reference to FIG. The read management table 900 is realized by a storage device such as a memory 302 or a disk 304, for example.

FIG. 9 is an explanatory diagram showing an example of the stored contents of the read management table 900. In FIG. 9, the read management table 900 has fields of id, takeover destination script, and read flag, and by setting information in each field, read management information 900-1 to 900-3 is stored as a record.

Here, id is an identifier that uniquely identifies the takeover information output to the first information processing terminal 201. The takeover destination script indicates the script ID of the takeover destination script. The read flag is a flag indicating whether or not the takeover information has been read. The read flag "0" indicates that the takeover information has not been read. The read flag "1" indicates that the takeover information has been read.

For example, when the conversation control unit 803 receives a chat start instruction including the takeover information from the second information processing terminal 202, the conversation control unit 803 specifies the id (or the script ID of the takeover destination script) included in the takeover information. do. Next, the conversation control unit 803 refers to the read management table 900 and sets the read flag of the read management information corresponding to the specified id to “1”.

Then, the conversation control unit 803 stops the output of the takeover information corresponding to the specified id among the takeover information output to the first information processing terminal 201. At this time, the conversation control unit 803 refers to, for example, the read management table 900, and outputs information indicating the number of remaining readable inheritance information to the first information processing terminal 201.

Of the takeover information output to the first information processing terminal 201, a display example when stopping the output of the takeover information read by the second information processing terminal 202 will be described later with reference to, for example, FIG. 11C.

Note that 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 of the chatbot. In this case, the conversation control unit 803 starts the conversation in the chatbot according to the first script, and then, based on the conversation history, satisfies the specific condition, the first information processing terminal 201 and the operator. By connecting to the terminal 203, the conversation is switched from chatbot support to manned conversation by the operator.

Further, each functional unit of the information processing device 101 described above includes a plurality of computers in the conversation control system 200 (for example, the information processing device 101 and the first information processing terminal 201, or the information processing device 101 and the second information processing). It may be realized by the terminal 202).

(Operation example of conversation control system 200)
Next, an operation example of the conversation control system 200 will be described with reference to FIG.

FIG. 10 is an explanatory diagram showing an operation example of the conversation control system 200. In FIG. 10, the information processing device 101 receives a chat start instruction from the first information processing terminal 201, and also acquires the identification information corresponding to the first information processing terminal 201 and the first information processing terminal 201. Receive user information.

The information processing device 101 starts the first conversation in the chatbot at the first information processing terminal 201 based on the received identification information corresponding to the first information processing terminal 201. The information processing device 101 generates a plurality of hand-over information based on the number of people specified from the received user information and the information received in the first conversation.

The information processing device 101 determines whether or not the conversation content of the first conversation satisfies a predetermined condition based on the information received in the first conversation. When the information processing device 101 determines that the conversation content of the first conversation satisfies a predetermined condition, the information processing device 101 outputs each of the generated plurality of hand-over information to the first information processing terminal 201.

In the example of FIG. 10, the

QR code

1001, 1002, 1003 is the first information together with the message 1010 of the avatar av according to the number of users U1, U2, U3 "3" who use the first information processing terminal 201. It is displayed on the processing terminal 201. Message 1010 is a message that a profitable coupon can be obtained by reading the

QR code

1001, 1002, 1003.

The

QR code

1001, 1002, 1003 is information that allows the second information processing terminal 202 to read the takeover information for taking over the first conversation. The user U1 can start a conversation following the first conversation in the chatbot by reading the QR code 1001 by the reading unit 820 of the second information processing terminal 202, and can obtain a coupon for rice balls. can.

The user U2 can start a conversation following the first conversation in the chatbot and obtain a coupon for the lunch by reading the QR code 1002, for example, by the reading unit 820 of the second information processing terminal 202. can. The user U3 can start a conversation following the first conversation in the chatbot by reading the QR code 1003, for example, by the reading unit 820 of the second information processing terminal 202, and can obtain a coupon for karaage. can.

(Screen example of the talk screen displayed on the first information processing terminal 201)
Next, a screen example of a talk screen displayed on the display 403 of the first information processing terminal 201 will be described with reference to FIGS. 11A, 11B, and 11C.

Here, the first information processing terminal 201 is a digital board installed in a next-generation convenience store (store) and used by an unspecified number of people. Further, the user attribute specified from the user information acquired by the first information processing terminal 201 is "20s x female", and the number of people is "3". In this case, the information processing device 101 refers to the script table 220 and uses the talk script corresponding to the user attribute "20's x female" to make the first conversation in the chatbot at the first information processing terminal 201. To start.

11A, 11B and 11C are explanatory views showing a screen example of a talk screen displayed on the first information processing terminal 201. In FIG. 11A, the talk screen 1100 is an example of a talk screen displayed on the first information processing terminal 201 when the first conversation on the chatbot is started.

On the talk screen 1100, the

selection buttons

1101 and 1102 regarding the store are displayed in a conversational format together with the message m1. On the talk screen 1100, when the selection button 1101 is selected by the user's operation input using the input device 304 (see FIG. 3) of the first information processing terminal 201, a conversation about the concept of the store can be performed.

Also, if the selection button 1102 is selected on the talk screen 1100, a conversation about the service provided at the store can be performed. Further, on the talk screen 1100, a message can be input by selecting box B, and a message input in box B can be sent to the chatbot side (information processing device 101) by selecting the send button b1. Can be sent.

Also, by selecting the microphone button b2 on the talk screen 1100, a message can be input by voice. On the talk screen 1100, the information indicating the selected option and the input information are transmitted from the first information processing terminal 201 to the information processing device 101.

In addition, the language used can be switched by selecting the language buttons b3 to b9 on the talk screen 1100. For example, when the language button b4 is selected, the language used can be switched from Japanese to English. In the example of FIG. 11A, "Japanese" is selected as the language to be used.

Here, it is assumed that the selection button 1102 is selected on the talk screen 1100. In this case, the talk screen 1110 is displayed on the first information processing terminal 201.

On the talk screen 1110, the

selection buttons

1111, 1112 are displayed in a conversational format together with the message m2. When the selection button 1111 is selected on the talk screen 1110, a conversation regarding store guidance can be performed. In addition, when the selection button 1112 is selected on the talk screen 1110, it is possible to have a conversation about recommended food products sold in the store.

Here, it is assumed that the selection button 1112 is selected on the talk screen 1110. When the selection button 1112 is selected, it is understood that the purpose of the user's visit to the store is because he / she is hungry. In this case, the talk screen 1120 as shown in FIG. 11B is displayed on the first information processing terminal 201.

In FIG. 11B, the product information 1121 and the map information 1122 are displayed in a conversational format on the talk screen 1120 together with the message m3. Product information 1121 and map information 1122 are examples of recommendation information. Product information 1121 is information that recommends rice balls, bento boxes, and fried chicken. Map information 1122 is a map showing the location in the store where rice balls, bento boxes, and fried chicken are displayed.

According to the talk screen 1120, the user can confirm the recommended product and the location of the recommended product in the store.

If you select the Next button 1123 on the talk screen 1120, you can proceed to the next conversation. Further, when the back button 1124 is selected on the talk screen 1120, the talk screen 1110 can be returned.

Here, it is assumed that the next button 1123 is selected on the talk screen 1120. In this case, the talk screen 1130 is displayed on the first information processing terminal 201.

On the talk screen 1130, the

QR code

1131,1132,1133 is displayed in a conversational format together with the message m4. The

QR code

1131, 1132, 1133 is an example of a QR code that can read the takeover information. The

QR code

1131, 1132, 1133 is associated with

information

1134, 1135, 1136 indicating a product.

The QR code 1131 can read the hand-over information for conducting a conversation about rice balls as a conversation following the first conversation. The QR code 1132 can read the takeover information for conducting a conversation about a bento as a conversation following the first conversation. The QR code 1133 can read the hand-over information for conducting a conversation about freshly fried chicken as a conversation following the first conversation.

The takeover information that can be read by the QR code 1133 is generated when the time when the chat start instruction is received from the first information processing terminal 201 is included in the time zone in which the freshly fried karaage can be provided. This is an example of information.

Each user reads the

QR code

1131, 1132, 1133 by the reading unit 820 of the second information processing terminal 202 to start the conversation following the first conversation in the chatbot, and the coupon for the recommended product. Can be obtained.

Note that the

QR code

1131, 1132, 1133 may include a QR code that allows you to obtain special coupons such as 3 discounts for all products. In this case, the information processing device 101, for example, instead of the

information

1134, 1135, 1136 indicating the product, "This includes a hit where you can get a very advantageous coupon. Well, which one!" You may output a message such as.

When the reading of any of the

QR codes

1131, 1132, 1133 on the talk screen 1130 is completed, the QR code is hidden. For example, when the reading of the QR code 1133 is completed, the talk screen 1130 as shown in FIG. 11C is displayed.

In FIG. 11C, on the talk screen 1130, when the QR code 1133 is read by the second information processing terminal 202, the output of the takeover information corresponding to the QR code 1133 is stopped, and the QR code 1133 is hidden. As a result, the

QR codes

1131, 1132 are displayed in a conversational format together with the message m5 on the talk screen 1130. The message m5 is an example of information regarding the takeover information for which output is specified.

A screen example of the talk screen displayed on the second information processing terminal 202 by reading the QR code 1133 will be described later with reference to, for example, FIG.

Further, when the QR code 1132 of the

QR codes

1131, 1132 is read on the talk screen 1130, the output of the takeover information corresponding to the QR code 1132 is stopped, and the QR code 1132 is hidden. As a result, the QR code 1131 is displayed in a conversational format together with the message m6 on the talk screen 1130.

Message m6 is an example of information regarding the remaining readable hand-over information. On the talk screen 1130, the size of the QR code 1131 is enlarged and displayed. Further, on the talk screen 1130, information 1137 indicating the number of remaining readable transfer information and image 1138 of a product for which a coupon can be obtained by reading the QR code 1131 are displayed.

According to the talk screen 1130, the remaining unread QR code 1131 is enlarged and displayed, the user is informed that there is only one remaining QR code 1138, and the image 1138 of the product is shown to read the QR code 1131 to the user. Can be prompted.

(Screen example of the talk screen displayed on the second information processing terminal 202)
Next, a screen example of the talk screen displayed on the display 403 of the second information processing terminal 202 will be described with reference to FIGS. 12 to 14. First, a screen example of the talk screen displayed when the QR code 1133 of the talk screen 1130 shown in FIG. 11B is read will be described.

FIG. 12 is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the second information processing terminal 202. In FIG. 12, the talk screen 1200 is an example of a talk screen displayed when a second conversation following the first conversation on the chatbot is started on the second information processing terminal 202.

Note that the second conversation in the chatbot here is performed using the takeover destination script specified from the takeover information corresponding to the QR code 1133.

On the talk screen 1200, the recommendation information 1210 is displayed together with the message m11 of the avatar av. The recommendation information 1210 includes product information 1211 and map information 1212. Product information 1211 is information that recommends rice balls, bento boxes, and fried chicken. Map information 1212 is a map showing the location in the store where rice balls, bento boxes, and fried chicken are displayed.

According to the talk screen 1200, the user can confirm the location in the store where the recommended products such as rice balls, bento boxes, and fried chicken are displayed.

When the selection button 1213 is selected by the user's operation input using the input device 404 (see FIG. 4) of the second information processing terminal 202 on the talk screen 1200, for example, a conversation regarding store guidance can be performed (see FIG. 4). For example, see FIG. 14 below). Further, when the selection button 1214 is selected on the talk screen 1200, it is possible to display a conversation that explains in detail the location in the store where the fried chicken is displayed and a detailed map in the store.

Also, on the talk screen 1200, if you select the tab tb1, you can display the QR code that represents the coupon for karaage. In addition, when the tab tb2 is selected on the talk screen 1200, it is possible to have a conversation about the contents of the coupon related to karaage and the procedure for using it. Further, if the tab tb1 or the tab tb2 is selected on the talk screen 1200 and then the tab tb3 is selected, the recommendation information 1210 can be redisplayed together with the message m11 of the avatar av.

Next, a screen example of the talk screen displayed when the QR code 1132 of the talk screen 1130 shown in FIG. 11C is read will be described.

FIG. 13 is an explanatory diagram (No. 2) showing a screen example of the talk screen displayed on the second information processing terminal 202. In FIG. 13, the talk screen 1300 is an example of a talk screen displayed when the second information processing terminal 202 starts a second conversation following the first conversation in the chatbot.

Note that the second conversation in the chatbot here is performed using the takeover destination script specified from the takeover information corresponding to the QR code 1132.

The QR code 1301 is displayed on the talk screen 1300 together with the message m12 of the avatar av. The QR code 1301 is information representing a coupon related to a lunch box. When the selection button 1302 is selected on the talk screen 1300, it is possible to have a conversation about the contents of the coupon related to the lunch box and the usage procedure.

According to the talk screen 1300, the user can use the coupon related to the lunch box. When the selection button 1303 is selected on the talk screen 1300, it is possible to display, for example, recommendation information including product information related to the lunch box and map information indicating the location in the store where the lunch box is displayed.

Also, if you select tab tb2 on the talk screen 1300, you can have a conversation about the contents of the coupon related to the lunch box and the procedure for using it. Further, when the tab tb3 is selected on the talk screen 1300, the recommendation information including the product information related to the lunch box and the map information indicating the location in the store where the lunch box is displayed can be displayed. Further, on the talk screen 1300, if tab tb2 or tab tb3 is selected and then tab tb1 is selected, the QR code 1301 can be displayed again.

Next, a screen example of the talk screen displayed when the selection button 1213 is selected on the talk screen 1200 shown in FIG. 12 will be described.

FIG. 14 is an explanatory diagram (No. 3) showing a screen example of a talk screen displayed on the second information processing terminal 202. In FIG. 14, the recommendation information 1410 is displayed on the talk screen 1200 together with the message m13 of the avatar av. The recommendation information 1410 includes the image 1411 and the map information 1412.

Image 1411 is an image showing an automatic serving service provided at a next-generation convenience store. The map information 1412 is a map showing the location in the store where the automatic serving service is provided. When the selection button 1413 is selected on the talk screen 1200, a more detailed conversation regarding the automatic serving service can be performed.

Also, if the selection button 1414 is selected on the talk screen 1200, the conversation regarding the automatic serving service can be ended. When the conversation about the automatic serving service is completed on the talk screen 1200, for example, a conversation about the contents of the coupon regarding karaage and the usage procedure may be performed.

(Conversation control processing procedure of information processing device 101)
Next, the conversation control processing procedure of the information processing device 101 will be described. First, the first conversation control processing procedure of the information processing apparatus 101 will be described with reference to FIG. The first conversation control process is a process for controlling a conversation in a chatbot at the first information processing terminal 201.

FIG. 15 is a flowchart showing an example of the first conversation control processing procedure of the information processing device 101. In the flowchart of FIG. 15, first, the information processing device 101 acquires the identification information corresponding to the first information processing terminal 201 and the first information processing terminal 201 together with the chat start instruction from the first information processing terminal 201. It is determined whether or not the user information has been received (step S1501).

Here, the information processing device 101 waits for receiving the identification information and the user information together with the chat start instruction (step S1501: No). When the information processing device 101 receives the identification information and the user information together with the chat start instruction (step S1501: Yes), the information processing device 101 identifies the user attribute based on the received user information (step S1502).

The process of step S1502 is executed when it indicates that the received identification information is an information processing terminal installed in a store, facility, or the like. If the received identification information does not indicate that it is an information processing terminal installed in a store, facility, or the like, the information processing device 101 performs error processing and ends a series of processing according to this flowchart. May be good.

Next, the information processing device 101 specifies the number of users who use the first information processing terminal 201 based on the received user information (step S1503). Next, the information processing apparatus 101 refers to the script table 220 and determines the script corresponding to the specified user attribute as the first script (step S1504). The first script is a script applied to the conversation in the chatbot at the first information processing terminal 201.

Then, the information processing device 101 starts the first conversation in the chatbot on the first information processing terminal 201 by using the determined first script (step S1505). Next, the information processing device 101 determines whether or not the conversation content of the first conversation satisfies a predetermined condition based on the information received in the first conversation in the chatbot of the first information processing terminal 201. (Step S1506).

Here, the information processing device 101 waits for the conversation content of the first conversation to satisfy a predetermined condition (step S1506: No). When the conversation content of the first conversation satisfies a predetermined condition (step S1506: Yes), the information processing device 101 takes over the output target based on the specified number of people and the information received in the first conversation. Information is generated (step S1507).

Note that the process of step S1507 may be executed before the process of step S1506 or in parallel with the process of step S1506, for example.

Then, the information processing device 101 outputs each of the generated takeover information of the output target to the first information processing terminal 201 (step S1508). Next, the information processing device 101 determines whether or not the takeover information has been read (step S1509).

Whether or not the takeover information has been read is determined by, for example, whether or not the second information processing terminal 202 has started a second conversation following the first conversation in the chatbot of the first information processing terminal 201. It is judged by.

Here, if the takeover information has not been read (step S1509: No), the information processing apparatus 101 shifts to step S1511. On the other hand, when the takeover information is read (step S1509: Yes), the information processing apparatus 101 stops outputting the read takeover information and updates the display of the remaining readable takeover information (step S1510).

Then, the information processing device 101 determines whether or not to end the first conversation in the chatbot on the first information processing terminal 201 (step S1511).

In the first conversation in the chatbot, for example, according to the first script, in response to the forced termination operation of the user, or it is detected that there is no user using the first information processing terminal 201. If it ends, it ends.

Here, if the first conversation is not ended (step S1511: No), the information processing apparatus 101 returns to step S1509. On the other hand, when ending the first conversation (step S1511: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.

Thereby, it is possible to control the first conversation in the chatbot according to the characteristics of the user who uses the first information processing terminal 201. Further, in the first conversation, for example, when the purpose of visiting the store is selected, the transfer information for the number of users who use the first information processing terminal 201 is output, and each user's takeover information is output. The second information processing terminal 202 can be prompted to continue the first conversation.

Next, the second conversation control processing procedure of the information processing apparatus 101 will be described with reference to FIG. The second conversation control process is a process of controlling the conversation in the chatbot at the second information processing terminal 202.

FIG. 16 is a flowchart showing an example of the second conversation control processing procedure of the information processing device 101. In the flowchart of FIG. 16, first, the information processing device 101 determines whether or not a chat start instruction including the takeover information has been received from the second information processing terminal 202 (step S1601).

Here, the information processing device 101 waits for receiving the chat start instruction including the takeover information (step S1601: No). When the information processing device 101 receives the chat start instruction including the takeover information (step S1601: Yes), the information processing device 101 determines the second script based on the takeover information included in the chat start instruction (step S1602). The second script is a script applied to the conversation following the first conversation in the chatbot at the second information processing terminal 202.

Then, the information processing device 101 starts a second conversation following the first conversation in the chatbot on the second information processing terminal 202 using the determined second script (step S1603). Next, the information processing device 101 determines whether or not to end the second conversation in the chatbot at the second information processing terminal 202 (step S1604).

Note that the second conversation in the chatbot ends, for example, according to the second script or in response to the user's forced termination operation.

Here, the information processing device 101 waits for the second conversation to end (step S1604: No). Then, when ending the second conversation (step S1604: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.

As a result, the first conversation in the chatbot on the first information processing terminal 201 can be taken over by the second information processing terminal 202. Further, in consideration of the conversation content of the first conversation, in the second conversation with the chatbot on the second information processing terminal 202, for example, it is possible to provide store guidance or provide recommendation information. can.

As described above, according to the information processing apparatus 101 according to the embodiment, when the chat start instruction is received from the first information processing terminal 201, the first information processing terminal 201 in the chatbot is the first. Can start a conversation. Specifically, for example, the information processing device 101 receives a chat start instruction from the first information processing terminal 201, and also receives the identification information corresponding to the first information processing terminal 201, and the received identification information. Based on the above, the first conversation in the chatbot at the first information processing terminal 201 can be started.

As a result, considering that the first information processing terminal 201 is an information processing terminal (for example, a digital board) installed in a store, facility, or the like, the first information processing terminal 201 in the chatbot is the first. Can control the conversation.

Further, according to the information processing device 101, the second information processing terminal 202 can take over the first conversation based on the information received in the first conversation in the chatbot of the first information processing terminal 201. Each of the plurality of hand-over information can be output to the first information processing terminal 201. Each takeover information of the plurality of takeover information is displayed on the first information processing terminal 201 as, for example, a QR code that can read the takeover information.

As a result, even if the user who uses the first information processing terminal 201 is a group of a plurality of people, the second information processing terminal 202 of each user can read the takeover information and take over the first conversation. can do. At this time, since a plurality of hand-over information (QR code) is output, a plurality of users can read the hand-over information in parallel, and a specific group uses the first information processing terminal 201 for a long time. It is possible to prevent such a situation.

Further, according to the information processing device 101, it is possible to stop the output of the takeover information read by the second information processing terminal 202 among the plurality of takeover information output to the first information processing terminal 201.

This makes it possible, for example, to hide the read QR code and prevent one QR code from being read by a plurality of people. Therefore, for example, when issuing a coupon with a limited number of people, it is possible to prevent the coupon from being issued to a larger number of users than the store expects.

Further, according to the information processing apparatus 101, there is a plurality of hand-over information including information for specifying a script to be applied to the conversation following the first conversation, and at least one of the plurality of hand-over information is the other hand-over information. Each of the plurality of inheritance information including the information specifying the script different from the inheritance information of the above can be output to the first information processing terminal 201.

As a result, the QR code connected to a different script can be displayed on the first information processing terminal 201. Therefore, in the conversation following the first conversation in the chatbot on the second information processing terminal 202, for example, it is possible to provide store guidance with different contents or recommend different products.

Further, according to the information processing device 101, it is possible to determine whether or not the conversation content of the first conversation satisfies a predetermined condition based on the information received in the first conversation. Then, according to the information processing device 101, when it is determined that the conversation content of the first conversation satisfies a predetermined condition, each of the plurality of hand-over information can be output to the first information processing terminal 201.

As a result, when the purpose or purpose of the user visiting the store or facility is specified in the first conversation in the chatbot on the first information processing terminal 201, each of the plurality of hand-over information is first. It can be output to the information processing terminal 201.

Further, according to the information processing device 101, it is possible to receive the chat start instruction from the first information processing terminal 201 and further receive the user information acquired by the first information processing terminal 201. Further, according to the information processing device 101, it is possible to generate a plurality of takeover information capable of taking over the first conversation in the second information processing terminal 202 based on the number of people specified from the received user information. Then, according to the information processing device 101, each of the generated plurality of hand-over information can be output to the first information processing terminal 201.

As a result, when the number of users using the first information processing terminal 201 is a group of a plurality of people, the number corresponding to the number of people in the group, for example, the transfer information for the number of people is output to the first information processing terminal 201. Can be done.

Further, according to the information processing device 101, it is possible to generate a plurality of takeover information capable of taking over the first conversation in the second information processing terminal 202 based on the information received in the first conversation.

Thereby, the conversation following the first conversation in the chatbot in the second information processing terminal 202 can be controlled in consideration of the conversation content in the chatbot in the first information processing terminal 201. For example, the conversation following the first conversation in the chatbot on the second information processing terminal 202 can be changed according to the purpose of visiting the store or facility.

Further, according to the information processing device 101, it is possible to generate at least one of the plurality of transfer information based on the cumulative number of users who have used the first information processing terminal 201.

As a result, when the cumulative number of users who have visited the store or facility reaches a predetermined number, the second information processing terminal 202 provides a special coupon such as a discount of 3 for all products for specific users (visiting the store). It can be controlled to have a conversation (such as the 10,000th user).

Further, according to the information processing device 101, at least one of the plurality of transfer information is generated based on the date or time when the chat start instruction is received from the first information processing terminal 201. be able to.

Thereby, when the day when the user visits the store is an anniversary or the like, the second information processing terminal 202 can be controlled to have a conversation for providing a special coupon such as a discount of 2 for all products. .. Further, when the time zone when the user visits the store is a predetermined time zone, the second information processing terminal 202 can be controlled to perform a conversation for recommending, for example, fried chicken.

Further, according to the information processing device 101, the second information processing terminal 202 receives a chat start instruction including any one of the plurality of takeover information output to the first information processing terminal 201. be able to. Then, according to the information processing device 101, when the chat start instruction including the takeover information is received, the second conversation following the first conversation in the chat bot at the second information processing terminal 202 is based on the takeover information. You can start a conversation.

As a result, the second information processing terminal 202 of each user can take over the first conversation in the chatbot of the first information processing terminal 201.

Further, according to the information processing device 101, the first information processing terminal 201 is based on the identification information corresponding to the first information processing terminal 201 received from the first information processing terminal 201 and the user information acquired by the first information processing terminal 201. The first conversation in the chat bot at the information processing terminal 201 of 1 can be started.

Thereby, the first conversation in the chatbot on the first information processing terminal 201 can be changed according to the characteristics of the user who uses the first information processing terminal 201. For example, the first conversation can be changed according to the characteristics of a user who visits a store or facility.

From these facts, according to the information processing apparatus 101, even if the users who use the first information processing terminal 201 are a group of a plurality of people, the second information processing terminal 202 of each of the plurality of users takes over the conversation. It is possible to improve the convenience of the user and to smoothly provide the service using the chatbot. For example, when a plurality of users visit a store, the conversation can be taken over to each user's smartphone to provide information on the store concept and products, or to issue coupons to encourage the purchase of products.

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.

Further, 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.

101 Information processing device 102,201 First information processing terminal 103,202 Second information processing terminal 110 Identification information 121,122,123,1001,1002,1003,1131,1132,1133,1301 QR code 200 Conversation control system 203 Operator terminal 210 Network 220 Script table 230 Script takeover table 240 Conditional script table 300,400 Bus 301,401 CPU
302,402 Memory 303 Disk drive 304 Disk 305,405 Communication I / F
306 Portable recording medium I / F
307 Portable recording medium 403 Display 404 Input device 406 Camera 407 Speaker 408 Microphone 801 Communication unit 802 Decision unit 803 Conversation control unit 810 Storage unit 820 Reading unit 900 Reading management table 1100, 1110, 1120, 1130, 1200, 1300 Talk screen

Claims

When a chat start instruction is received from the first information processing terminal, the first conversation in the chatbot at the first information processing terminal is started, and the chat is started.
Based on the information received in the first conversation, the first information includes a plurality of transfer information capable of taking over the first conversation in a second information processing terminal different from the first information processing terminal. Output to the processing terminal,
A conversation control program characterized by having a computer execute processing.
Each of the plurality of hand-over information is output to the first information processing terminal so that the second information processing terminal can read it.
A claim, characterized in that the computer is made to execute a process of stopping the output of the takeover information read by the second information processing terminal among the plurality of takeover information output to the first information processing terminal. The conversation control program according to 1.
Each of the plurality of hand-over information includes information that identifies a script to be applied to the conversation following the first conversation in the chatbot at the second information processing terminal.
The conversation control program according to claim 1, wherein at least one of the plurality of inheritance information includes information that identifies a script different from the other inheritance information.
Based on the information received in the first conversation, it is determined whether or not the conversation content of the first conversation satisfies a predetermined condition.
When it is determined that the conversation content of the first conversation satisfies a predetermined condition, each of the plurality of hand-over information is output to the first information processing terminal.
The conversation control program according to claim 1, wherein the computer executes the process.
The receiving process receives a chat start instruction from the first information processing terminal, and further receives user information acquired by the first information processing terminal.
Based on the number of people specified from the received user information, the second information processing terminal generates a plurality of takeover information capable of taking over the first conversation.
Each of the generated plurality of inheritance information is output to the first information processing terminal.
The conversation control program according to claim 4, wherein the computer executes the process.
The process to be generated is
The conversation control program according to claim 5, wherein the plurality of hand-over information is generated based on the information received in the first conversation.
From the second information processing terminal, a chat start instruction including any one of the plurality of transfer information is received, and the chat start instruction is received.
When the chat start instruction including the takeover information is received, the second conversation following the first conversation in the chatbot at the second information processing terminal is started based on the takeover information.
The conversation control program according to claim 1, wherein the computer executes the process.
The process to be generated is
The conversation control program according to claim 5, wherein at least one of the plurality of transfer information is generated based on the cumulative number of users who have used the first information processing terminal. ..
The process to be generated is
The claim is characterized in that at least one of the plurality of transfer information is generated based on the date or time when the chat start instruction is received from the first information processing terminal. The conversation control program according to 5.
The process of starting the first conversation is
Based on the identification information corresponding to the first information processing terminal and the user information received from the first information processing terminal, the first conversation in the chat bot at the first information processing terminal is started. The conversation control program according to claim 5, characterized in that.
The conversation according to claim 1, wherein the transfer information of each of the plurality of transfer information is displayed on the first information processing terminal as a QR (Quick Response) code capable of reading the transfer information. Control program.
When a chat start instruction is received from the first information processing terminal, the first conversation in the chatbot at the first information processing terminal is started, and the chat is started.
Based on the information received in the first conversation, the first information includes a plurality of transfer information capable of taking over the first conversation in a second information processing terminal different from the first information processing terminal. Output to the processing terminal,
A conversation control method characterized by a computer performing processing.
A communication unit that receives a chat start instruction from the first information processing terminal,
When the communication unit receives the chat start instruction, the first conversation in the chat bot at the first information processing terminal is started, and the first conversation is started based on the information received in the first conversation. A conversation control unit that outputs each of a plurality of inheritance information capable of inheriting the first conversation to the first information processing terminal in a second information processing terminal different from the information processing terminal of the above.
An information processing device characterized by having.