Information processing device, information processing method, and information processing program

Abstract

Respond to customer inquiries on behalf of the store. [Solution] The information processing device according to the present invention is characterized by comprising: a reception unit that receives telephone inquiries to a store from a user using a call model; a determination unit that determines whether the inquiry received by the reception unit can be answered based on store information about the store; a collection unit that, if the determination unit determines that it cannot be answered, makes a call with the store using a call model and collects answer information to be used to answer the inquiry; and an output unit that outputs an answer to the inquiry to the user using a call model based on the answer information collected by the collection unit.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, and an information processing program.

Background Art

[0002] Conventionally, there has been known a technology for providing a service that exchanges messages with a user in a conversational format. As an example of such a technology, a technology has been proposed that receives an input message input by a user via utterance, inputs information including the input message to generative AI such as a language model, and generates a (utterance) response to the user's utterance.

Prior Art Literature

Patent Literature

[0003]

Patent Literature 1

Summary of the Invention

Problem to be Solved by the Invention

[0004] However, with the above-described conventional technology, it is not always possible to respond to inquiries from users on behalf of a store.

[0005] The present application has been made in view of the above, and an object thereof is to respond to inquiries from users on behalf of a store.

Means for Solving the Problem

[0006] The information processing device according to the present application is characterized by comprising: a reception unit that receives telephone inquiries to a store from a user using a call model; a determination unit that determines whether the inquiry received by the reception unit can be answered based on store information relating to the store; a collection unit that, if the determination unit determines that it cannot be answered, makes a call with the store using the call model and collects answer information to be used to answer the inquiry; and an output unit that outputs an answer to the inquiry to the user using the call model based on the answer information collected by the collection unit. [Effects of the Invention]

[0007] According to one embodiment of the system, it has the effect of being able to respond to inquiries from users on behalf of the store. [Brief explanation of the drawing]

[0008] [Figure 1] Figure 1 shows an example of information processing according to the embodiment. [Figure 2] Figure 2 shows an example of a call using the call model according to the embodiment. [Figure 3] Figure 3 shows an example of a call using the call model according to the embodiment. [Figure 4] Figure 4 shows an example of a call using the call model according to the embodiment. [Figure 5] Figure 5 shows an example of a call using the call model according to the embodiment. [Figure 6] Figure 6 shows an example of the configuration of the information processing device 10 according to the embodiment. [Figure 7] Figure 7 shows an example of a store information database 31. [Figure 8] Figure 8 is a flowchart showing an example of the information processing procedure according to the embodiment. [Figure 9] Figure 9 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device 10. [Modes for carrying out the invention]

[0009] The following describes in detail, with reference to the drawings, the embodiments for implementing the information processing device, information processing method, and information processing program according to the present application (hereinafter referred to as "embodiments"). Note that these embodiments do not limit the information processing device, information processing method, and information processing program according to the present application. Furthermore, the same parts are denoted by the same reference numerals in each of the following embodiments, and redundant descriptions are omitted.

[0010] [1. Embodiments] The information processing realized by the information processing device of this embodiment will be explained using Figure 1. Figure 1 is a diagram showing an example of information processing according to the embodiment. In Figure 1, the information processing according to the embodiment is realized by the information processing device 10, which is an example of the information processing device according to the present application.

[0011] As shown in Figure 1, the information processing system 1 according to this embodiment includes an information processing device 10, a user terminal 100, and a store terminal 200. The information processing device 10, the user terminal 100, and the store terminal 200 are connected to each other via a network N (see, for example, Figure 6) by wire or wireless means so that they can communicate with each other. The network N is, for example, a WAN (Wide Area Network) such as the Internet. Note that the information processing system 1 shown in Figure 1 may include multiple information processing devices 10, multiple user terminals 100, and multiple store terminals 200.

[0012] The information processing device 10 shown in Figure 1 is an information processing device that performs information processing according to the embodiment, and can be realized by, for example, a server device or a cloud system. For example, the information processing device 10 provides an automated response service that receives incoming calls from users to a store (for example, a restaurant) on behalf of the store and responds to the users. To give a specific example, the information processing device 10 responds to users using a call model (AI (Artificial Intelligence)) that has been trained to output a response in voice corresponding to the input voice (question).

[0013] Here, the call model consists of a language model that performs natural language processing, such as GPT (Generative Pre-trained Transformer) or BERT (Bidirectional Encoder Representations from Transformers), which is trained to output a response corresponding to an input question and to handle multimodal input (e.g., voice input); a speech conversion model that converts the output of such a language model (e.g., text information) into speech; and a program that implements rules for these two models to work together. The call model resides within the information processing device 10 and is independently created by the business operator managing the information processing device 10. It is desirable that the input information, such as personal information, be kept confidential by training the system so that it is not used as a new response.

[0014] The user terminal 100 shown in Figure 1 is an information processing device used by a user. For example, the user terminal 100 can be a smartphone, a tablet device, a notebook PC (Personal Computer), a desktop PC, a mobile phone, a PDA (Personal Digital Assistant), etc. In the example shown in Figure 1, the user terminal 100 is shown as a smartphone used by the user.

[0015] The store terminal 200 shown in FIG. 1 is an information processing device used by a store manager (e.g., an employee). For example, the store terminal 200 is implemented by a smartphone, a tablet terminal, a notebook PC, a desktop PC, a mobile phone, a PDA, or the like. Note that the example shown in FIG. 1 illustrates a case where the store terminal 200 is a smartphone.

[0016] Note that the user terminal 100 and the store terminal 200 display information provided by the information processing device 10 via a web browser or an application. When the user terminal 100 and the store terminal 200 receive control information for realizing information display processing from the information processing device 10 or the like, they implement display processing in accordance with the control information.

[0017] Hereinafter, information processing executed by the information processing device 10 will be described with reference to FIG. 1. In the following description, user terminals 100 are described as user terminals 100-1 to 100-N (N is an arbitrary natural number) according to users who use the user terminals 100. For example, the user terminal 100-1 is a user terminal 100 used by a user (user U1) identified by user ID "U1". Further, hereinafter, when user terminals 100-1 to 100-N are described without particular distinction, they are referred to as user terminal 100. In addition, in the following description, the user terminal 100 may be equated with a user. That is, hereinafter, user U1 may also be read as user terminal 100-1.

[0018] Further, in the following description, it is assumed that the store terminal 200 is used by an administrator (administrator M1) identified by administrator ID "MID#1". Further, in the following description, it is assumed that administrator M1 manages store #1. In addition, in the following description, the store terminal 200 may be equated with administrator M1 and store #1. That is, hereinafter, administrator M1 and store #1 may also be read as the store terminal 200.

[0019] Furthermore, the following explanation illustrates an example where store #1 (administrator M1) is subscribed to an automated response service, and the information processing device 10 receives incoming calls from users on behalf of store #1 and handles the user's inquiries.

[0020] First, the information processing device 10 receives store information #1 related to store #1 from the store terminal 200 (step S1). For example, the information processing device 10 receives store information #1 to be used when responding to users on behalf of store #1 in an automated response service. Specifically, the information processing device 10 receives store information #1 such as the location of store #1, the telephone number of store #1 (for example, the telephone number of the store terminal 200), the business days of store #1, the business hours of store #1, route information indicating the route to store #1, rejection target information indicating which calls to be rejected, and the reservation status of store #1, and manages them in the storage unit of the device in association with store #1.

[0021] To give a more specific example, the information processing device 10 accepts route information, which shows the directions from the nearest station. The information processing device 10 also accepts information to be rejected, such as the name of the person to be rejected (for example, their name) or the telephone number of the person to be rejected (for example, the telephone number of the user terminal 100 used by the person to be rejected). Note that the person to be rejected is not limited to an individual, but may also be a designated organization (for example, a company).

[0022] Next, the information processing device 10 receives telephone inquiries to store #1 from users using a call model (step S2). For example, the information processing device 10 receives an incoming call from a user terminal 100 to the telephone number of store #1. The information processing device 10 then inputs the user's utterance and an instruction sentence that instructs the call model to output a response to that utterance, and by outputting a response (voice) to the user's utterance, it conducts a call with the user and receives inquiries to store #1.

[0023] Next, the information processing device 10 determines whether the received inquiry can be answered based on store information #1 (step S3). For example, the information processing device 10 inputs information indicating the inquiry (e.g., the user's voice), store information #1, and an instruction sentence instructing the call model to output whether or not it can answer the inquiry based on store information #1. If it outputs that it can answer, it determines that it can answer the inquiry. On the other hand, if the call model outputs that it cannot answer, the information processing device 10 determines that it cannot answer the inquiry.

[0024] Furthermore, the determination of whether or not an inquiry can be answered may be made using a model different from the call model, which is a model trained to generate answers to the input questions. In addition, the information processing device 10 may determine whether or not an inquiry can be answered by any method without using a call model or the like.

[0025] Next, if it is determined that the inquiry cannot be answered, the information processing device 10 collects answer information to be used to answer the inquiry from store #1 (step S4). For example, the information processing device 10 dials the phone number of store #1 and uses a call model to make a call with manager M1 and collect answer information. To give a specific example, the information processing device 10 inputs information indicating the inquiry (e.g., text information) and an instruction sentence instructing the call model to output the content of the inquiry, and makes a statement to manager M1 by having the call model output the content of the inquiry (voice). The information processing device 10 then collects manager M1's response to the utterance made by the call model as answer information.

[0026] Next, the information processing device 10 outputs a response to the inquiry to the user using a call model (step S5). For example, the information processing device 10 communicates with the user using a call model and outputs a response to the inquiry. To give a specific example, in step S3, if the information processing device 10 determines that it can answer the inquiry based on store information #1, it outputs a response to the inquiry by inputting information indicating the inquiry, store information #1, and an instruction sentence instructing the call model to output a response to the inquiry based on store information #1.

[0027] On the other hand, in step S3, if the information processing device 10 determines that it is not possible to answer the inquiry based on store information #1, it inputs information indicating the inquiry, answer information, and an instruction sentence instructing the call model to output an answer to the inquiry based on the answer information, thereby outputting an answer to the inquiry.

[0028] Here, we will explain an example of a call made with user U1 using the call model, using Figure 2. Figure 2 is a diagram showing an example of a call using the call model according to the embodiment. In the example in Figure 2, we show a case where the inquiry received from user U1 can be answered based on store information #1.

[0029] As shown in Figure 2, when the information processing device 10 receives an incoming call from the user terminal 100-1, it outputs a voice message (utterance) to the user terminal 100-1 stating that it will handle the call on behalf of store #1. For example, the information processing device 10 outputs the utterance T11 "Thank you for calling. This is store #1. The AI ​​will take your call."

[0030] In response to utterance T11, user U1 makes an inquiry to store #1. For example, user U1 makes utterance T12, "Are you open today?" (in other words, an inquiry about business hours).

[0031] Here, the information processing device 10 inputs the utterance T12, store information #1, and an instruction sentence that instructs the device to output a response to utterance T12 based on store information #1 into the call model, thereby outputting a response to utterance T12 to the user terminal 100-1. For example, the information processing device 10 outputs the utterance T13 "Yes, we are open" to the user terminal 100-1.

[0032] Next, user U1 makes an inquiry to store #1. For example, user U1 makes the utterance T14 "Until what time are you open?" (in other words, an inquiry about business hours).

[0033] Here, the information processing device 10 inputs the utterance T14, store information #1, and an instruction sentence that instructs the device to output a response to utterance T14 based on store information #1 into the call model, thereby outputting a response to utterance T14 to the user terminal 100-1. For example, the information processing device 10 outputs the utterance T15 "We are open until 11:30pm today" to the user terminal 100-1.

[0034] Next, user U1 makes an inquiry to store #1. For example, user U1 makes the utterance T16 "How do I get there from station #1?" (in other words, an inquiry about the route to store #1).

[0035] Here, the information processing device 10 inputs the utterance T16, store information #1, and an instruction sentence that instructs the device to output a response to utterance T16 based on store information #1 into the call model, thereby outputting a response to utterance T16 to the user terminal 100-1. For example, the information processing device 10 outputs the utterance T17, "It's on the 4th floor of building #1, next to the convenience store located after turning right at exit 4 of station #1," to the user terminal 100-1.

[0036] Next, we will explain an example of a call made with user U2 using the call model, using Figure 3. Figure 3 is a diagram showing an example of a call using the call model according to the embodiment. In the example in Figure 3, we show a case where the inquiry received from user U2 cannot be answered based on store information #1.

[0037] As shown in Figure 3, when the information processing device 10 receives an incoming call from the user terminal 100-2, it outputs a message to the user terminal 100-2 indicating that it will handle the call on behalf of store #1. For example, the information processing device 10 outputs the message T21, "Thank you for calling. This is store #1. The AI ​​will take your call."

[0038] In response to utterance T21, user U2 makes an inquiry to store #1. For example, user U2 makes utterance T22, "Is dish #1 available today?" (in other words, an inquiry about the availability of dish #1).

[0039] Here, the information processing device 10 outputs an utterance to the user terminal 100-2 stating that it will check with store #1 (in other words, that it will collect the answer information from store #1) because it cannot answer utterance T22 based on store information #1. For example, the information processing device 10 outputs utterance T23, "You want to confirm dish #1...I will check with store #1."

[0040] In such a case, the information processing device 10 puts the call with user U2 on hold and makes a call with store #1 (administrator M1) to collect response information. For example, the information processing device 10 dials the phone number of store terminal 200 and outputs the utterance T24 "We have a call from a customer. Can you serve dish #1 today?"

[0041] In response to utterance T24, administrator M1 makes an utterance regarding the availability of dish #1. For example, administrator M1 makes utterance T25 "Yes, we can" (in other words, an utterance indicating that dish #1 is available).

[0042] In response to utterance T25, the information processing device 10 makes an utterance acknowledging receipt of utterance T25 and ends the call with administrator M1. For example, the information processing device 10 makes utterance T26, "Understood," and ends the call.

[0043] At this point, the information processing device 10 releases the hold on the call with user U2. The information processing device 10 then inputs utterance T25 (response information) and an instruction sentence that instructs the call model to output a response to utterance T22 based on utterance T25, thereby outputting the response to utterance T22 to user terminal 100-2. For example, the information processing device 10 outputs utterance T27 "I have confirmed with store #1. Dish #1 is available today" to user terminal 100-2.

[0044] Furthermore, if, after outputting utterance T23, a call with administrator M1 could not be established, or if administrator M1 made an utterance indicating that the call was being refused (i.e., response information could not be collected), the information processing device 10 may output an utterance to the user terminal 100-2 indicating that a response to utterance T22 could not be provided. For example, the information processing device 10 might output an utterance such as, "I'm sorry, I was unable to confirm. Please call again later."

[0045] Next, using Figure 4, we will explain an example of a call made with user U3 using the call model. Figure 4 is a diagram showing an example of a call using the call model according to the embodiment. In the example in Figure 4, user U3 wishes to make a call (transfer) to store #1.

[0046] As shown in Figure 4, when the information processing device 10 receives an incoming call from the user terminal 100-3, it outputs a message to the user terminal 100-3 indicating that it will handle the call on behalf of store #1. For example, the information processing device 10 outputs the message T31, "Thank you for calling. This is store #1. The AI ​​will take your call."

[0047] In response to utterance T31, user U3 makes an utterance indicating that they wish to speak with store #1. For example, user U3 makes utterance T32: "I would like to discuss the menu for our year-end party, so please connect me to store #1."

[0048] In response to utterance T32, the information processing device 10 outputs an utterance to the user terminal 100-3 indicating that it will transfer the call to store #1. For example, the information processing device 10 outputs utterance T33, "You're asking about a meal...I'll connect you to store #1."

[0049] In such a case, the information processing device 10 puts the call with user U3 on hold and makes a call with store #1 (administrator M1) to confirm whether it is possible to call user U3. For example, the information processing device 10 dials the phone number of store terminal 200. Then, the information processing device 10 inputs, for example, utterance T32 and an instruction sentence instructing the system to output the requirements of utterance T32 into the call model and outputs utterance T34, "We have a call regarding cooking consultations. Can you handle it?"

[0050] In response to utterance T34, administrator M1 makes an utterance regarding whether or not it is possible to make a call with user U3. For example, administrator M1 makes utterance T35, "Not now! Tell them to call after 9 PM!" (In other words, an utterance indicating that a call will be possible after 9 PM).

[0051] Here, based on the utterance T35, the information processing device 10 determines that administrator M1 cannot communicate with user U3. The information processing device 10 then makes an utterance acknowledging receipt of utterance T35 and terminates the call with administrator M1. For example, the information processing device 10 makes the utterance T36 "Understood" and terminates the call.

[0052] Furthermore, the information processing device 10 may, for example, input an utterance T35 and an instruction sentence that instructs the administrator M1 to output whether or not a call with user U3 is possible based on the utterance T35 to the call model. If the instruction indicates that a call is possible, administrator M1 may determine that a call with user U3 is possible. If the instruction indicates that a call is not possible, administrator M1 may determine that a call with user U3 is not possible. In addition, such a determination may be made using a model different from the call model, which has been trained to generate answers to input questions. Furthermore, the information processing device 10 may make a determination using any method without using a call model or the like.

[0053] After ending the call with administrator M1, the information processing device 10 releases the hold on the call with user U3 and, based on utterance T35, outputs an utterance from administrator M1 to user terminal 100-3 indicating that it is not possible to talk to user U3. For example, the information processing device 10 outputs utterance T37, "It is difficult to assist you at this time, please call back after 9 PM."

[0054] Furthermore, if administrator M1 is able to communicate with user U3, the information processing device 10 outputs a message to user terminal 100-3 indicating that communication with user U3 is possible, and then transfers the call to store #1.

[0055] Next, we will explain an example of a call made with user U4 using the call model, using Figure 5. Figure 5 is a diagram showing an example of a call using the call model according to the embodiment. Note that in the example in Figure 5, user U4 is a target of rejection by store #1.

[0056] As shown in Figure 5, when the information processing device 10 receives an incoming call from the user terminal 100-4, it outputs a message to the user terminal 100-4 indicating that it will handle the call on behalf of store #1. For example, the information processing device 10 outputs the message T41, "Thank you for calling. This is store #1. The AI ​​will take your call."

[0057] In response to utterance T41, user U4 makes an utterance indicating that they wish to speak with store #1. For example, user U4 makes utterance T42, "This is user U4 from company #1. I would like to speak with the store manager." (In other words, an inquiry about making a call.)

[0058] In such a case, the information processing device 10 outputs a message to the user terminal 100-4 indicating that the call is being rejected because user U4 is the target of the rejection. For example, the information processing device 10 outputs the message T43 "I am currently unavailable, please call back another day."

[0059] Whether or not user U4 is subject to rejection can be determined by any method. For example, the information processing device 10 determines that user U4 is subject to rejection if the telephone number of user terminal 100-4 matches the telephone number indicated in the rejection information. In addition, the information processing device 10 determines that user U4 is subject to rejection if the name or organization name contained in user U4's utterance (for example, utterance T42) matches the one indicated in the rejection information.

[0060] As described above, the information processing device 10 according to the embodiment receives incoming calls from users to the store on behalf of the store and provides answers to user inquiries based on store information and information collected from the store. In this way, the information processing device 10 according to the embodiment can provide answers to user inquiries on behalf of the store.

[0061] [2. Other processing examples] The process described above is merely one example, and the information processing device 10 may perform various processes using various types of information. Examples of this are listed below.

[0062] [2-1. Inquiries about reservations] In the example shown in Figure 1, the information processing device 10 may receive an inquiry from a user regarding a reservation at store #1 using a call model, and output a response regarding the availability of the reservation using the call model. For example, when the information processing device 10 receives an inquiry from a user regarding a reservation, it puts the call with the user on hold and makes a call with administrator M1 to confirm whether or not the user's reservation is possible. Then, the information processing device 10 releases the call with the user and, based on the call with administrator M1, outputs an utterance to the user regarding the availability of the reservation.

[0063] Furthermore, when the information processing device 10 receives an inquiry regarding a reservation for store #1, it may determine whether a reservation is possible or not based on the reservation status of store #1 as indicated by store information #1. If it determines that a reservation is not possible, the information processing device 10 may output a message to the user indicating that a reservation cannot be made. If it determines that a reservation is possible, the information processing device 10 may output a message to the user indicating that the reservation is accepted and may make a call to administrator M1 to confirm that the reservation has been accepted.

[0064] [2-2. Regarding the accumulation of information] In the example shown in Figure 1, the information processing device 10 may manage information indicating inquiries received from users and the responses (utterances) made to those inquiries in its own storage unit, associating them with store #1. The information processing device 10 may then provide the information indicating inquiries received from users and the responses made to those inquiries to the store terminal 200. This allows store #1 to use the provided information as a manual to educate employees, etc.

[0065] [2-3. Regarding the equipment used by stores for making phone calls] In the example shown in Figure 1, the device used by store #1 (administrator M1) for communication is not limited to the store terminal 200, which is a smartphone. For example, store #1 may use a smart speaker to communicate with the information processing device 10.

[0066] [3. Configuration of the Information Processing Device] Next, the configuration of the information processing device 10 will be described using Figure 6. Figure 6 is a diagram showing an example of the configuration of the information processing device 10 according to the embodiment. As shown in Figure 6, the information processing device 10 has a communication unit 20, a storage unit 30, and a control unit 40.

[0067] (Regarding Communications Section 20) The communication unit 20 is implemented, for example, by a NIC (Network Interface Card). The communication unit 20 is connected to the network N by wire or wireless connection and transmits and receives information with user terminals 100, store terminals 200, etc.

[0068] (Regarding memory unit 30) The storage unit 30 is implemented by, for example, semiconductor memory elements such as RAM (Random Access Memory) and flash memory, or by storage devices such as hard disks and optical discs. As shown in Figure 6, the storage unit 30 has a store information database 31 and a model database 32.

[0069] (Regarding store information database 31) The store information database 31 stores various types of information about the store. Here, an example of the information stored in the store information database 31 will be explained using Figure 7. Figure 7 is a diagram showing an example of the store information database 31. In the example in Figure 7, the store information database 31 has items such as "store ID," "location," "telephone number," "business days," "business hours," "route information," "rejection target information," and "reservation status."

[0070] "Store ID" indicates identification information used to identify the store. "Location" indicates the store's location. "Telephone Number" indicates the store's telephone number; for example, it stores information indicating the telephone number of store terminal 200 used by the store. "Business Days" indicates the store's business days. "Business Hours" indicates the store's business hours. "Route Information" indicates the route to the store. "Rejected Call Information" indicates the types of calls the store rejects; for example, it stores information such as the name of the rejected caller and the telephone number of the rejected caller. "Reservation Status" indicates the store's reservation status.

[0071] In other words, Figure 7 shows an example where the location of a store identified by the store ID "SID#1" is "Location#1", the telephone number is "Telephone Number#1", the business days are "Business Days#1", the business hours are "Business Hours#1", the route information is "Route Information#1", the information to be rejected is "Rejected Information#1", and the reservation status is "Reservation Status#1".

[0072] (Regarding Model Database 32) The model database 32 stores models that have undergone a predetermined training process. For example, the model database 32 stores a call model.

[0073] (Regarding the control unit 40) The control unit 40 is a controller, and is realized, for example, by a CPU (Central Processing Unit) or MPU (Micro Processing Unit) executing various programs stored in the memory device inside the information processing device 10 using RAM as a working area. Alternatively, the control unit 40 is a controller, and is realized, for example, by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array). As shown in Figure 6, the control unit 40 according to this embodiment has a reception unit 41, a user determination unit 42, a determination unit 43, a collection unit 44, an output unit 45, a storage unit 46, and a provision unit 47, and realizes or executes the information processing functions and operations described below.

[0074] (Regarding Reception Desk 41) The reception unit 41 receives telephone inquiries to the store from users using a call model. For example, in the example in Figure 1, the reception unit 41 refers to the storage unit 30 (for example, the model database 32) and receives telephone inquiries to store #1 from users using a call model.

[0075] Furthermore, the reception unit 41 may receive inquiries regarding store reservations from users using a call model. For example, in the example in Figure 1, the reception unit 41 receives an inquiry regarding a reservation for store #1 from a user using a call model.

[0076] (Regarding the user determination unit 42) The user determination unit 42 determines whether the user is a target for rejection by the store. For example, in the example in Figure 1, the user determination unit 42 refers to the storage unit 30 (for example, the store information database 31) and determines whether the user is a target for rejection by store #1.

[0077] (Regarding the determination unit 43) The determination unit 43 determines whether the inquiry received by the reception unit 41 can be answered based on store information relating to the store. For example, in the example in Figure 1, the determination unit 43 refers to the storage unit 30 (for example, the store information database 31 or the model database 32) and determines whether the user's inquiry can be answered based on store information #1.

[0078] (Regarding Collection Unit 44) If the determination unit 43 determines that an answer is not possible, the collection unit 44 uses a call model to make a call to the store and collects answer information to be used to answer the inquiry. For example, in the example in Figure 1, the collection unit 44 refers to the storage unit 30 (e.g., the model database 32), dials the phone number of store #1, makes a call to administrator M1 using the call model, and collects answer information.

[0079] Furthermore, the collection unit 44 does not need to collect response information if the determination unit 43 determines that a response is possible. For example, in the example in Figure 1, the collection unit 44 does not collect response information if the inquiry can be answered based on store information #1.

[0080] (Regarding output section 45) The output unit 45 outputs a response to the inquiry to the user using a call model, based on the response information collected by the collection unit 44. For example, in the example in Figure 1, the output unit 45 refers to the storage unit 30 (for example, the model database 32) and inputs information indicating the inquiry, response information, and an instruction sentence instructing the call model to output a response to the inquiry based on the response information, thereby outputting a response to the inquiry.

[0081] Furthermore, the output unit 45 may output a response to the inquiry to the user using a call model, based on the store information. For example, in the example in Figure 1, the output unit 45 refers to the storage unit 30 (for example, the store information database 31 or the model database 32) and inputs information indicating the inquiry, store information #1, and an instruction sentence instructing the call model to output a response to the inquiry based on store information #1, thereby outputting a response to the inquiry.

[0082] Furthermore, the output unit 45 may output a response regarding the availability of the reservation to the user using a call model. For example, in the example in Figure 1, the output unit 45 outputs information regarding the availability of the reservation for store #1.

[0083] Furthermore, if the output unit 45 is unable to collect response information, it may output a response to the user using a call model indicating that it is unable to answer the inquiry. For example, in the example in Figure 1, the output unit 45 outputs a response indicating that it is unable to answer the inquiry if it is unable to make a call with administrator M1 or if administrator M1 makes an utterance indicating that it will not accept the call.

[0084] Furthermore, the output unit 45 may output a predetermined response to the user using a call model if the user is subject to rejection. For example, in the example in Figure 1, if the user is subject to rejection at store #1, the output unit 45 outputs an utterance indicating that the call is rejected.

[0085] (Regarding the storage unit 46) The storage unit 46 stores information indicating inquiries and answers. For example, in the example in Figure 1, the storage unit 46 stores information indicating inquiries received from users and answers given to those inquiries in the storage unit 30, associating them with store #1.

[0086] (Regarding Section 47) The provision unit 47 provides the store with information indicating the inquiries and answers stored by the storage unit 46. For example, in the example in Figure 1, the provision unit 47 provides the store terminal 200 with information indicating the stored inquiries and the answers given to those inquiries.

[0087] [4. Information Processing Flow] The information processing procedure of the information processing device 10 according to the embodiment will be explained using Figure 8. Figure 8 is a flowchart showing an example of the information processing procedure according to the embodiment.

[0088] As shown in Figure 8, the information processing device 10 receives telephone inquiries to the store from the user using a call model (step S101). Next, the information processing device 10 determines whether the inquiry can be answered based on store information (step S102). If it can be answered (step S102; Yes), the information processing device 10 outputs an answer to the inquiry to the user using the call model based on the store information (step S103), and terminates the process.

[0089] On the other hand, if an answer is not possible (Step S102; No), the information processing device 10 makes a call with the store using the call model and collects answer information to be used to answer the inquiry (Step S104). Subsequently, the information processing device 10 outputs an answer to the inquiry to the user using the call model based on the answer information (Step S105), and terminates the process.

[0090] [5. Variations] The above-described embodiment is merely an example, and various modifications and applications are possible.

[0091] [5-1. About the store] In the above embodiment, an example was shown where the store is a restaurant, but the store is not limited to such examples. For example, the store may be a beauty salon, a relaxation salon, a hospital, or the like.

[0092] [5-2. Regarding the processing method] Of the processes described in the above embodiments, all or part of the processes described as being performed automatically can be performed manually, and conversely, all or part of the processes described as being performed manually can be performed automatically by known methods. In addition, the processing procedures, specific names, and information including various data and parameters shown in the above text and drawings can be arbitrarily changed unless otherwise specified. For example, the various information shown in each figure is not limited to the information shown.

[0093] Furthermore, the components of each illustrated device are functionally conceptual and do not necessarily need to be physically configured as shown. In other words, the specific forms of distribution and integration of each device are not limited to those shown, and all or part of them can be functionally or physically distributed and integrated in any unit according to various loads and usage conditions.

[0094] Furthermore, the embodiments described above can be combined as appropriate, provided that the processing content is not contradictory.

[0095] [6. Effects] As described above, the information processing device 10 according to the embodiment includes a reception unit 41, a user determination unit 42, a determination unit 43, a collection unit 44, an output unit 45, a storage unit 46, and a provision unit 47. The reception unit 41 receives telephone inquiries to stores from users using a call model. The determination unit 43 determines whether the inquiry received by the reception unit 41 can be answered based on store information about the store. If the determination unit 43 determines that an answer cannot be provided, the collection unit 44 makes a call with the store using the call model and collects answer information to be used to answer the inquiry. The output unit 45 outputs an answer to the inquiry to the user using the call model based on the answer information collected by the collection unit 44. In addition, if answer information could not be collected, the output unit 45 outputs a response to the user using the call model indicating that an answer to the inquiry cannot be provided.

[0096] As a result, the information processing device 10 according to this embodiment can receive incoming calls from users to the store on behalf of the store and answer the user's inquiries, thus acting as an agent for the store to answer user inquiries.

[0097] Furthermore, in the information processing device 10 according to this embodiment, for example, the collection unit 44 does not collect response information if the determination unit 43 determines that a response is possible. The output unit 45 then outputs a response to the inquiry to the user using a call model, based on the store information.

[0098] As a result, the information processing device 10 according to this embodiment can receive incoming calls from users to the store on behalf of the store and answer the user's inquiries, thus acting as an agent for the store to answer user inquiries.

[0099] Furthermore, in the information processing device 10 according to this embodiment, for example, the reception unit 41 receives inquiries regarding store reservations from users using a call model. The output unit 45 then outputs a response regarding the availability of the reservation to the user using the call model.

[0100] As a result, the information processing device 10 according to this embodiment can respond to inquiries from users regarding reservations, thereby improving convenience.

[0101] Furthermore, in the information processing device 10 according to the embodiment, for example, the user determination unit 42 determines whether the user is a target for rejection by the store. Then, if the user is a target for rejection, the output unit 45 outputs a predetermined response to the user using a call model.

[0102] As a result, the information processing device 10 according to this embodiment can make calls to the person who is rejecting the call on behalf of the store, thereby reducing the burden on the store's operations.

[0103] Furthermore, in the information processing device 10 according to this embodiment, for example, the storage unit 46 stores information indicating inquiries and answers. The providing unit 47 then provides the information indicating inquiries and answers stored by the storage unit 46 to the store.

[0104] As a result, the information processing device 10 according to this embodiment can use inquiries received from users and the answers given to those inquiries as a manual, thereby supporting the training of store employees.

[0105] [7. Hardware Configuration] Furthermore, the information processing device 10 according to each embodiment described above can be implemented by a computer 1000 having a configuration such as that shown in Figure 9. The following explanation will use the information processing device 10 as an example. Figure 9 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device 10. The computer 1000 has a CPU 1100, RAM 1200, ROM 1300, HDD 1400, communication interface (I / F) 1500, input / output interface (I / F) 1600, and media interface (I / F) 1700.

[0106] The CPU 1100 operates based on programs stored in the ROM 1300 or HDD 1400, and controls various parts. The ROM 1300 stores boot programs executed by the CPU 1100 when the computer 1000 starts up, as well as programs that depend on the computer 1000's hardware.

[0107] The HDD 1400 stores programs executed by the CPU 1100, as well as data used by such programs. The communication interface 1500 receives data from other devices via the communication network 500 (corresponding to network N in this embodiment) and sends it to the CPU 1100, and also transmits data generated by the CPU 1100 to other devices via the communication network 500.

[0108] The CPU 1100 controls output devices such as displays and printers, and input devices such as keyboards and mice, via the input / output interface 1600. The CPU 1100 acquires data from input devices via the input / output interface 1600. The CPU 1100 also outputs the data it generates to output devices via the input / output interface 1600.

[0109] The media interface 1700 reads a program or data stored in the recording medium 1800 and provides it to the CPU 1100 via the RAM 1200. The CPU 1100 loads the program from the recording medium 1800 onto the RAM 1200 via the media interface 1700 and executes the loaded program. The recording medium 1800 is, for example, an optical recording medium such as a DVD (Digital Versatile Disc) or PD (Phase Change Rewritable Disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), a tape medium, a magnetic recording medium, or a semiconductor memory.

[0110] For example, when computer 1000 functions as information processing device 10, the CPU 1100 of computer 1000 realizes the functions of control unit 40 by executing programs loaded on RAM 1200. The HDD 1400 stores the data in the storage device of information processing device 10. The CPU 1100 of computer 1000 reads and executes these programs from the recording medium 1800, but as another example, these programs may be obtained from other devices via a predetermined communication network.

[0111] [8. Other] Although some embodiments of the present invention have been described in detail above with reference to the drawings, these are illustrative examples, and the present invention can be implemented in various other forms with modifications and improvements based on the knowledge of those skilled in the art, starting with the embodiments described in the disclosure section of the invention.

[0112] Furthermore, the configuration of the aforementioned information processing device 10 can be flexibly changed, for example, by calling external platforms, etc., via APIs (Application Programming Interfaces) or network computing, depending on the function.

[0113] Furthermore, the term "part" in the claims can be replaced with "means," "circuit," etc. For example, "reception part" can be replaced with "reception means" or "reception circuit." [Explanation of symbols]

[0114] 1. Information Processing System 10 Information Processing Devices 20 Communications Department 30 Storage section 31 Store Information Database 32 Model Databases 40 Control Unit 41 Reception Department 42 User determination section 43 Judgment section 44 Collection Department 45 Output section 46 Storage section 47 Providing Department 100 User Terminals 200 store terminals

Claims

1. A reception department that receives telephone inquiries from customers using a call model, A determination unit that determines whether the inquiry received by the reception unit can be answered based on store information relating to the store, If the determination unit determines that an answer is not possible, the collection unit uses the call model to make a call with the store and collects answer information to be used to answer the inquiry. Based on the response information collected by the collection unit, an output unit outputs a response to the inquiry to the user using a call model. An information processing device characterized by having the following features.

2. The aforementioned collection unit is If the determination unit determines that an answer is possible, the answer information is not collected. The output unit is, Based on the aforementioned store information, the response to the inquiry is output to the user using a call model. The information processing apparatus according to feature 1.

3. The aforementioned reception unit is The aforementioned inquiry regarding the reservation of the aforementioned store is received from the user using the aforementioned call model. The output section is, The response regarding the feasibility of the reservation is output to the user using the aforementioned call model. The information processing apparatus according to feature 1.

4. The output unit is, If the aforementioned response information cannot be collected, a response indicating that an answer to the inquiry cannot be provided will be output to the user using the aforementioned call model. The information processing apparatus according to feature 1.

5. User determination unit that determines whether the user is subject to rejection by the store. Furthermore, The output section is, If the user is subject to rejection, a predetermined response is output to the user using the call model. The information processing apparatus according to feature 1.

6. A storage unit that stores information indicating the aforementioned inquiry and the aforementioned answer, A provisioning unit provides the store with information indicating the inquiry and the answer stored by the storage unit. The information processing apparatus according to claim 1, further comprising the features.

7. A method of information processing performed by a computer, A reception process that uses a call model to receive inquiries from customers by phone to the store, A determination step to determine whether the inquiry received through the reception step can be answered based on store information relating to the store, If the determination step determines that an answer is not possible, the collection step involves making a call to the store using the call model and collecting answer information to be used to answer the inquiry. Based on the response information collected in the collection step, an output step is performed to output a response to the inquiry to the user using a call model. An information processing method characterized by including

8. A reception procedure for receiving customer inquiries by phone to the store using a call model, A determination procedure for determining whether the inquiry received through the above-mentioned reception procedure can be answered based on store information relating to the store, If the determination procedure determines that an answer is not possible, a collection procedure is performed to make a call to the store using the call model and collect answer information to be used to answer the inquiry. Based on the response information collected by the collection procedure, an output procedure is performed to output a response to the inquiry to the user using a call model. An information processing program that causes a computer to execute something.

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