Information processing device, information processing method, and program

Abstract

The present invention provides an information processing device and an information processing method that suppress the user from canceling the interaction. [Solution] An information processing device 1 having a communication unit 11 that sends and receives data with an external device such as a terminal via a communication network such as the Internet, the control unit 13 includes a dialogue unit 131 that interacts with the user by causing the terminal to output response information corresponding to the dialogue information based on the dialogue information received by the terminal from the user, an acquisition unit 132 that acquires situation information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user by the dialogue unit 131, and a determination unit 133 that determines whether or not the situation is a predetermined situation that makes it difficult for the user to interact, based on the acquired situation information. Based on the determination unit 133's determination that the situation is a predetermined situation, the dialogue unit 131 adjusts the output of response information so that it is difficult for people around the terminal to understand the conversation with the user.

Description

Technical Field

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

Background Art

[0002] Conventionally, there has been known a dialogue device that allows a user to have a conversation by displaying an avatar as a dialogue agent on a terminal and causing the avatar to output a response based on voice uttered by the user (see, for example, Patent Document 1).

Prior Art Literature

Patent Literature

[0003]

Patent Document 1

Summary of the Invention

Problem to be Solved by the Invention

[0004] When a terminal that displays an avatar is installed in a location with heavy human traffic, there has been a problem that users find it difficult to have a conversation because they feel embarrassed to speak to the avatar, and thus users often discontinue the conversation.

[0005] Therefore, the present invention has been made in view of these points, and an object of the present invention is to suppress users from discontinuing conversation.

Means for Solving the Problem

[0006] An information processing device according to a first aspect of the present invention includes: a dialogue unit that interacts with a user by causing the terminal to output response information corresponding to the dialogue information based on dialogue information received from the user by the terminal; an acquisition unit that acquires situation information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user by the dialogue unit; and a determination unit that determines, based on the situation information acquired by the acquisition unit, whether or not the situation is a predetermined situation that makes it difficult for the user to interact. The dialogue unit adjusts the output of the response information so that it is difficult for people around the terminal to understand the conversation with the user, based on the determination unit's determination that the situation is one of the predetermined conditions.

[0007] The dialogue information is sound information collected by the terminal, and the dialogue unit analyzes the user's voice contained in the sound information collected by the terminal and outputs a response voice to the user's voice as response information to the terminal, thereby initiating a dialogue with the user using a voice dialogue method. Based on the determination unit's determination that a predetermined situation exists, the dialogue method may be switched from the voice dialogue method to a selection dialogue method in which one or more answer candidates are displayed on the terminal's display unit and the user's answer is accepted, thereby initiating a dialogue with the user.

[0008] The dialogue unit may initiate a dialogue with the user using the voice dialogue method, reduce the volume of the response voice based on the determination unit's determination that a predetermined situation exists, and switch the dialogue method from the voice dialogue method to the selection dialogue method based on the determination unit's further determination that a predetermined situation exists after reducing the volume of the response voice.

[0009] The dialogue unit may initiate a dialogue with the user using the voice dialogue method, and based on the determination unit's determination that a predetermined situation exists, switch the dialogue method from the voice dialogue method to the selection dialogue method. After switching the dialogue method, the determination unit may determine that the predetermined situation does not exist, and then switch the dialogue method back from the selection dialogue method to the voice dialogue method.

[0010] The dialogue unit may initiate a dialogue with the user using the voice dialogue method, and based on the determination unit's determination that a predetermined situation exists, switch the dialogue method from the voice dialogue method to the selection dialogue method, display the candidate answers on the terminal's display unit, and if no answer is received within a predetermined time, ask the user why they did not answer.

[0011] The dialogue information is sound information collected by the terminal, the predetermined situation is a situation in which the user is aware of the presence of other users around the terminal, and the dialogue unit starts a dialogue with the user by analyzing the user's voice included in the sound information collected by the terminal and outputting a response voice to the user's voice, and the determination unit may reduce the volume of the response voice based on the determination that the predetermined situation has occurred.

[0012] The acquisition unit acquires sound information, including sounds around the terminal collected by the terminal, as the situation information, and the determination unit may determine that the predetermined situation exists when the surrounding sounds indicated by the sound information include the voices of multiple people.

[0013] The acquisition unit may acquire sound information, including the user's voice, collected by the terminal, as the status information, and the determination unit may determine that the predetermined situation exists when the user's voice, as indicated by the sound information, becomes quieter over time.

[0014] The acquisition unit acquires sound information, including the user's voice, collected by the terminal, as the situation information, and the determination unit may analyze the user's voice indicated by the sound information and determine that the predetermined situation exists if the user's voice contains a predetermined word indicating a specific hesitation.

[0015] The acquisition unit acquires video information showing the surroundings of the terminal captured by the terminal as the situation information, and the determination unit determines whether the person other than the user is related to the user if the video information shows the user and another person, and if it determines that the person other than the user is not related to the user, it may determine that the predetermined situation is met.

[0016] The determination unit may determine that if the video information shows multiple people other than the user, and these multiple people are not talking to each other or looking at each other, then the multiple people other than the user are not related to the user. The determination unit may determine whether the other person is related to the user based on the user's position in the video shown by the video information and the position of the other person.

[0017] A second aspect of the present invention relates to an information processing method which includes the steps of: having a computer perform a dialogue with a user by causing the terminal to output response information corresponding to the dialogue information based on dialogue information relating to the dialogue received by the terminal from the user; acquiring situation information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user; determining, based on the acquired situation information, whether or not the situation is a predetermined situation that makes it difficult for the user to engage in dialogue; and, based on the determination that the situation is a predetermined situation, adjusting the output of the response information so that it is difficult for people around the terminal to understand the dialogue with the user. [Brief explanation of the drawing]

[0018] [Figure 1] This is a diagram illustrating the overview of an information processing device. [Figure 2] This diagram shows the functional configuration of an information processing device. [Figure 3] This is a diagram illustrating voice-based dialogue and choice-based dialogue. [Figure 4] This is a flowchart showing the processing flow in an information processing device. MODE FOR CARRYING OUT THE INVENTION

[0019] [Overview of Information Processing Apparatus 1] Figure 1 is a diagram illustrating an overview of the information processing apparatus 1. The information processing apparatus 1 is, for example, a computer that displays a person who interacts with a user on the display unit of a terminal 2 installed at a storefront of a retail store, a financial institution or the like or in a government office, causes the sound output unit of the terminal to output the voice of the person, and operates the person to interact with the user. The information processing apparatus 1 is communicably connected to the terminal 2. In the present embodiment, the information processing apparatus 1 and the terminal 2 are described as separate apparatuses; however, the configuration is not limited thereto, and the information processing apparatus 1 and the terminal 2 may be configured as a single apparatus.

[0020] First, the information processing apparatus 1 interacts with the user by causing the terminal 2 to output response information corresponding to dialogue information, based on the dialogue information related to a dialogue received by the terminal 2 from the user. Interaction with the user is repeatedly performed in response to reception of dialogue information.

[0021] The information processing apparatus 1 acquires situation information indicating surrounding situations of the terminal 2 collected by the terminal 2 during interaction with the user ((1) in Figure 1). Based on the acquired situation information, the information processing apparatus 1 determines whether a situation is a predetermined situation predetermined as a situation in which it is difficult for the user to interact ((2) in Figure 1). When the information processing apparatus 1 determines that the situation is the predetermined situation, the information processing apparatus 1 adjusts the output of response information such that it becomes difficult for persons present around the terminal 2 to grasp the content of the interaction with the user ((3) in Figure 1). By means of this configuration, the information processing apparatus 1 can improve situations in which it is difficult for the user to interact, and can suppress the user from discontinuing the interaction.

[0022] [Functional Configuration of Information Processing Apparatus 1] Next, functions of the information processing apparatus 1 will be described. Figure 2 is a diagram illustrating a functional configuration of the information processing apparatus 1. The information processing apparatus 1 includes a communication unit 11, a storage unit 12, and a control unit 13.

[0023] The communication unit 11 is a communication interface for sending and receiving data with external devices such as terminal 2 via a communication network such as the Internet. The memory unit 12 is a storage medium for storing various types of data, and includes ROM (Read Only Memory), RAM (Random Access Memory), and hard disks. The memory unit 12 stores programs to be executed by the control unit 13. The memory unit 12 also stores programs that cause the control unit 13 to function as the dialogue unit 131, the acquisition unit 132, and the determination unit 133.

[0024] The control unit 13 is, for example, a CPU (Central Processing Unit). The control unit 13 functions as an interaction unit 131, an acquisition unit 132, and a determination unit 133 by executing a program stored in the memory unit 12.

[0025] [Dialogue method used by Dialogue Unit 131] The dialogue unit 131 interacts with the user by causing terminal 2 to output response information corresponding to the dialogue information received from the user. For example, the dialogue unit 131 displays a virtual human, a virtual person generated using computer graphics, on the display unit of terminal 2 as the person interacting with the user. Then, in response to the user's response, the dialogue unit 131 enables interaction between the virtual human and the user by outputting the virtual human's voice to the terminal's sound output unit, outputting the virtual human's message to the display unit, and changing the virtual human's facial expressions. The dialogue unit 131 interacts with the user using two dialogue methods: a voice dialogue method and a selection dialogue method.

[0026] Figure 3 is a diagram illustrating the voice dialogue method and the selection dialogue method. First, the acquisition unit 132 acquires the sound information collected by terminal 2 as dialogue information in order to realize the voice dialogue method. The voice dialogue method is a dialogue method that interacts with the user by analyzing the user's voice contained in the sound information collected by terminal 2 and outputting a response voice to the user's voice as response information to terminal 2. In the voice dialogue method, as shown in Figure 3(a), a virtual human is displayed on the display unit of terminal 2, a response voice is output from terminal 2, and the display is controlled so that the virtual human speaks the response voice.

[0027] The selection dialogue method is a dialogue method in which the terminal 2 displays one or more answer candidates as response information on its display unit, and the terminal 2 interacts with the user by receiving the user's response as dialogue information via an operation unit such as a touch panel or buttons superimposed on the display unit. In the selection dialogue method, as shown in Figure 3(b), a virtual human is displayed on the display unit of the terminal 2, and one or more answer candidates are displayed on the display unit of the terminal 2 as response information. Note that the response voice in the voice dialogue method and the response information in the selection dialogue method may be generated, for example, using generative AI (Artificial Intelligence).

[0028] [Determining whether the situation is one where dialogue is difficult] The acquisition unit 132 and the determination unit 133 work together to determine whether the situation in which the user is interacting with the virtual human is one of the predetermined situations that make it difficult for the user to interact.

[0029] First, the acquisition unit 132 acquires situational information that shows the surrounding environment of terminal 2, which is collected by terminal 2 during the interaction between the virtual human and the user via the dialogue unit 131. For example, the acquisition unit 132 acquires sound information as situational information, which includes the user's voice and sounds around terminal 2 that are collected by terminal 2 during the interaction with the user via the dialogue unit 131. In addition, the acquisition unit 132 acquires video information as situational information that shows the surrounding environment of terminal 2, which is captured by an imaging device installed on terminal 2 that captures images of the area around terminal 2.

[0030] The determination unit 133 determines, based on the situation information acquired by the acquisition unit 132, whether the user's situation is one of the predetermined situations that make it difficult for the user to interact. These predetermined situations include, for example, situations where the user is concerned about the presence of other users around terminal 2, or where the user feels embarrassed to speak and interact with the virtual human, making it difficult for them to interact.

[0031] For example, the determination unit 133 analyzes the sound information acquired by the acquisition unit 132 as situation information and identifies the user's voice and ambient sounds that are different from the user's voice. The determination unit 133 determines that a predetermined situation exists if the ambient sounds included in the sound information include the voices of multiple people. The determination unit 133 also determines that a predetermined situation exists if the user's voice indicated by the sound information becomes quieter over time.

[0032] Furthermore, the determination unit 133 analyzes the user's voice indicated by the sound information and determines that a predetermined situation exists if the user's voice contains specific hesitant words such as "um," "uh," or "excuse me."

[0033] Furthermore, the determination unit 133 analyzes the video information acquired by the acquisition unit 132 as situation information and determines that a predetermined situation exists if a person who is not related to the user is shown in the video. For example, the determination unit 133 determines whether the video information acquired by the acquisition unit 132 shows the user and a person who is not related to the user.

[0034] Then, if the determination unit 133 determines that the user and another person other than the user are visible in the video, it determines whether or not the other person is related to the user. Based on the state of the other person visible in the video, the determination unit 133 determines whether or not a person who is not related to the user is visible in the video.

[0035] For example, the determination unit 133 analyzes the video information acquired by the acquisition unit 132 and, if multiple people other than the user are visible in the video, determines whether the multiple different people are talking to each other or looking at each other. If the determination unit 133 determines that the multiple different people are not talking to each other or looking at each other, it determines that the multiple different people are not related to the user and that the video contains people who are not related to the user.

[0036] Furthermore, the determination unit 133 determines that multiple different people are not related to the user if it determines that multiple different people are not talking to each other or not looking at each other, but it is not limited to this. The determination unit 133 may also determine whether different people are related to the user based on the user's position in the video shown by the video information acquired by the acquisition unit 132 and the positions of the different people.

[0037] For example, the determination unit 133 determines that if all the different people in the video are located to the side of the user, those different people are related to the user, and that no people unrelated to the user are visible in the video. Conversely, if all the different people are not located to the side of the user, the determination unit 133 determines that there are people unrelated to the user in the video. In this way, the information processing device 1 can determine that the situation around terminal 2 is a predetermined situation, for example, if a different user is standing behind the user or moving behind the user to use terminal 2.

[0038] In the above description, the determination unit 133 determined whether the user's situation was a predetermined situation based on the sound information and video information acquired by the acquisition unit 132, but it is not limited to this. The determination unit 133 may also determine whether the situation is a predetermined situation based on the sound information and video information acquired by the acquisition unit 132. For example, the determination unit 133 may calculate a score indicating the likelihood that the situation is a predetermined situation based on the sound information and video information acquired by the acquisition unit 132, and determine that the situation is a predetermined situation if the sum of the calculated scores exceeds a predetermined threshold.

[0039] [Adjusting the output of response information] The dialogue unit 131 adjusts the output of response information based on whether the user's dialogue status is in a predetermined state. Based on the determination unit 133's determination that the user's dialogue status is in a predetermined state, the dialogue unit 131 adjusts the output of response information so that it is difficult for people around terminal 2 to understand the dialogue between the virtual human and the user.

[0040] For example, first, the dialogue unit 131 starts a conversation with the user using a voice dialogue method. Then, based on the determination unit 133's determination that the user's dialogue status is in a predetermined state, the dialogue unit 131 switches the dialogue method from the voice dialogue method to the selection dialogue method.

[0041] Specifically, the dialogue unit 131 reduces the volume of the response voice based on the determination unit 133's determination that the user's dialogue situation is in a predetermined state. The dialogue unit 131 may also accept a choice from the user as to whether or not to reduce the volume of the response voice, and may reduce the volume of the response voice in response to the acceptance of a choice to reduce the volume of the response voice.

[0042] Then, the dialogue unit 131 switches the dialogue method from voice dialogue to selection dialogue method based on the determination unit 133's further determination that the user's dialogue situation is in a predetermined state after the volume of the response voice has been reduced. For example, the dialogue unit 131 switches the dialogue method from voice dialogue to selection dialogue method based on the determination unit 133's further determination that the user's dialogue situation is in a predetermined state after a predetermined time has elapsed since the volume of the response voice was reduced. Here, the dialogue unit 131 may accept a choice of whether or not to switch the dialogue method from voice dialogue to selection dialogue method, and may switch the dialogue method from voice dialogue to selection dialogue method in response to the acceptance of the dialogue method switch.

[0043] The dialogue unit 131 switches the dialogue method from the voice dialogue method to the selection dialogue method, and then, based on the determination unit 133's determination that the user's dialogue situation is not a predetermined situation, switches the dialogue method back from the selection dialogue method to the voice dialogue method. The dialogue unit 131 may automatically switch the dialogue method from the selection dialogue method to the voice dialogue method, or it may accept a choice of whether or not to switch the dialogue method from the selection dialogue method to the voice dialogue method, and switch the dialogue method from the selection dialogue method to the voice dialogue method in response to the acceptance of the choice to switch the dialogue method. The voice dialogue method offers a higher degree of freedom in dialogue and makes it easier to interact with the user compared to the selection dialogue method. Therefore, the information processing device 1 can make it easier for the user to interact by switching the dialogue method back to the voice dialogue method when the situation is not a predetermined situation.

[0044] Furthermore, the dialogue unit 131 may switch the dialogue method from voice dialogue method to selection dialogue method, display candidate answers on the display unit of terminal 2, and then, if no answer is received within a predetermined time, ask the user why they are not answering. For example, if no answer is received within a predetermined time, the dialogue unit 131 may ask whether the reason the user is not answering is because there are no good options and it is difficult to answer. If the user answers that there are no good options and it is difficult to answer, the dialogue unit 131 may then ask whether or not to switch the dialogue method from selection dialogue method to voice dialogue method, and depending on whether the user has chosen to switch the dialogue method, the dialogue unit 131 may switch the dialogue method from selection dialogue method to voice dialogue method.

[0045] [flowchart] Next, the processing flow of the information processing device 1 will be explained. Figure 4 is a flowchart of the processing flow in the information processing device 1. Although not shown in this flowchart, the acquisition unit 132 acquires situational information, including voice information, collected by terminal 2, as it occurs.

[0046] First, the dialogue unit 131 starts a voice dialogue with the user of terminal 2 in response to receiving an operation to start a dialogue from terminal 2 (S1). Here, the dialogue unit 131 starts a dialogue when it receives an operation to start a dialogue from terminal 2, but is not limited to this. For example, a virtual human may be displayed on the display unit of terminal 2, and the dialogue may start when it detects that the user has spoken to the virtual human. Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended or not (S2). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S2), it terminates the processing related to this flowchart, and if it determines that the dialogue by the dialogue unit 131 has not ended (NO in S2), it moves the processing to S3.

[0047] Next, the determination unit 133 determines whether the user's situation is a predetermined situation (S3). If the determination unit 133 determines that the user's situation is a predetermined situation (YES in S3), it moves the process to S4. If it determines that the user's situation is not a predetermined situation (NO in S3), it moves the process to S2.

[0048] Next, the dialogue unit 131 adjusts the volume of the response voice to a lower level (S4). Next, the determination unit 133 waits for a predetermined time to determine the user's status (S5). Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended or not (S6). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S6), it terminates the processing related to this flowchart. If it determines that the dialogue by the dialogue unit 131 has not ended (NO in S6), it moves the process to S7.

[0049] Next, the determination unit 133 determines whether the user's situation is a predetermined situation (S7). If the determination unit 133 determines that the user's situation is a predetermined situation (YES in S7), it moves the process to S8. If it determines that the user's situation is not a predetermined situation (NO in S7), it moves the process to S6.

[0050] Next, the dialogue unit 131 switches the dialogue method from voice dialogue method to selection dialogue method (S8). Next, the determination unit 133 waits for a predetermined time to determine the user's status (S9). Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended or not (S10). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S10), it terminates the processing related to this flowchart, and if it determines that the dialogue by the dialogue unit 131 has not ended (NO in S10), it moves the processing to S11.

[0051] Next, the determination unit 133 determines whether the user's situation is a predetermined situation (S11). If the determination unit 133 determines that the user's situation is a predetermined situation (YES in S11), it moves the process to S10. If it determines that the user's situation is not a predetermined situation (NO in S11), it moves the process to S12. Next, the dialogue unit 131 switches the dialogue method from the selection dialogue method to the voice dialogue method, restores the volume of the response voice to its original level (S12), and moves the process to S2. By repeating the process from S2 to S12, the response information output in the dialogue with the user by the dialogue unit 131 is adjusted.

[0052] [Differentiation] In the above-described embodiment, the predetermined situation that makes it difficult for the user to communicate is, for example, a situation where the user is distracted by the presence of other users around terminal 2, making it difficult to communicate, but it is not limited to this. The predetermined situation may also be a situation where the user is distracted by the noise around terminal 2, making it difficult to communicate.

[0053] In this case, the determination unit 133 analyzes the sound information acquired by the acquisition unit 132 as situation information and identifies the user's voice and ambient sounds that are different from the user's voice. The determination unit 133 determines that a predetermined situation exists if the volume of ambient sounds included in the sound information is above a predetermined volume. Then, if the determination unit 133 determines that a predetermined situation exists because the volume of ambient sounds is above a predetermined volume, the dialogue unit 131 switches the dialogue method from voice dialogue method to selection dialogue method without adjusting the volume of the response voice. In this way, the information processing device 1 can quickly switch the dialogue method to selection dialogue method when the surroundings of the terminal 2 are noisy.

[0054] [Effects of Information Processing Device 1] As described above, the information processing device 1 according to this embodiment, when the dialogue unit 131 interacts with the user, determines that the situation is one of predetermined circumstances that make it difficult for the user to continue the conversation, and adjusts the output of response information from the dialogue unit 131 so that it is difficult for people around the terminal 2 to understand the conversation with the user. In this way, the information processing device 1 can prevent the user from canceling the conversation.

[0055] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations-led Sustainable Development Goals (SDGs), "Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation."

[0056] Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of its gist. For example, all or part of the apparatus can be configured by functionally or physically distributing and integrating in any unit. Furthermore, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effects of the new embodiments resulting from the combinations are combined with the effects of the original embodiments. [Explanation of symbols]

[0057] 1. Information Processing Device 2 terminals 11 Communications Department 12 Storage section 13 Control Unit 131 Dialogue Section 132 Acquisition Department 133 Judgment section

Claims

1. A dialogue unit that interacts with the user by causing the terminal to output response information corresponding to the dialogue information based on the dialogue information received from the user, An acquisition unit that acquires situational information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user by the dialogue unit, Based on the status information acquired by the acquisition unit, a determination unit determines whether or not the situation is a predetermined situation that makes it difficult for the user to communicate. It has, Based on the determination unit's determination that a predetermined situation exists, the dialogue unit adjusts the output of the response information so that it becomes difficult for people around the terminal to understand the conversation with the user. Information processing device.

2. The aforementioned dialogue information is sound information collected by the terminal, The dialogue unit starts a dialogue with the user by analyzing the user's voice contained in the sound information collected by the terminal and outputting a response voice to the user's voice as response information to the terminal, and based on the determination unit's determination that a predetermined situation has occurred, it switches the dialogue method from the voice dialogue method to a selection dialogue method in which it displays one or more answer candidates on the terminal's display and accepts an answer from the user, thereby continuing the dialogue with the user. The information processing apparatus according to claim 1.

3. The dialogue unit initiates a dialogue with the user using the voice dialogue method, and based on the determination unit's determination that a predetermined situation exists, it reduces the volume of the response voice, and after reducing the volume of the response voice, based on the determination unit's further determination that a predetermined situation exists, it switches the dialogue method from the voice dialogue method to the selection dialogue method. The information processing apparatus according to claim 2.

4. The dialogue unit initiates a dialogue with the user using the voice dialogue method, and based on the determination unit's determination that a predetermined situation exists, switches the dialogue method from the voice dialogue method to the selection dialogue method, and based on the determination unit's determination that the predetermined situation does not exist after switching the dialogue method, switches the dialogue method back from the selection dialogue method to the voice dialogue method. The information processing apparatus according to claim 2.

5. The dialogue unit initiates a dialogue with the user using the voice dialogue method, and based on the determination unit's determination that a predetermined situation exists, switches the dialogue method from the voice dialogue method to the selection dialogue method, displays the candidate answers on the terminal's display unit, and if no answer is received within a predetermined time, asks the user for the reason why they did not answer. The information processing apparatus according to claim 2.

6. The aforementioned dialogue information is sound information collected by the terminal, The aforementioned predetermined situation is a situation in which the user is aware of the presence of other users around the terminal. The dialogue unit analyzes the user's voice contained in the sound information collected by the terminal, and initiates a dialogue with the user using a voice dialogue method by outputting a response voice to the user's voice to the terminal, and based on the determination unit's determination that a predetermined situation exists, it reduces the volume of the response voice. The information processing apparatus according to claim 1.

7. The acquisition unit acquires sound information, including sounds from the surrounding area of ​​the terminal collected by the terminal, as the situation information. The determination unit determines that the predetermined situation exists when the ambient sound indicated by the sound information includes the voices of multiple people. The information processing apparatus according to claim 1.

8. The acquisition unit acquires sound information, including the user's voice, collected by the terminal, as the status information. The determination unit determines that the predetermined situation exists when the user's voice, as indicated by the sound information, becomes quieter over time. The information processing apparatus according to claim 1.

9. The acquisition unit acquires sound information, including the user's voice, collected by the terminal, as the status information. The determination unit analyzes the user's voice indicated by the sound information and determines that the predetermined situation exists if the user's voice contains a predetermined word indicating a specific hesitation. The information processing apparatus according to claim 1.

10. The acquisition unit acquires video information showing the surroundings of the terminal captured by the terminal as the situation information. The determination unit determines whether the person other than the user is related to the user if the video information shows the user and another person other than the user, and if it determines that the other person is not related to the user, it determines that the predetermined situation is met. The information processing apparatus according to claim 1.

11. The determination unit determines that if the video information shows multiple people other than the user, and these multiple people are not talking to each other or looking at each other, then the multiple people are not related to the user. The information processing apparatus according to claim 10.

12. The determination unit determines whether the other person is related to the user based on the position of the user in the video shown by the video information and the position of the other person. The information processing apparatus according to claim 10.

13. A computer executes The steps include: interacting with the user by having the terminal output response information corresponding to the dialogue information based on the dialogue information received from the user by the terminal; The steps include: acquiring situational information indicating the surrounding conditions of the terminal, which was collected by the terminal during the interaction with the user; Based on the acquired situation information, a step is to determine whether the situation is one of predetermined conditions that make it difficult for the user to communicate. Based on the determination that the predetermined conditions are met, the step of adjusting the output of the response information so that it is difficult for people around the terminal to understand the conversation with the user; An information processing method having

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