System

Abstract

To shorten time required for acquiring a well-trained operator, and to quickly provide a supporter who can answer the questions from customers even if he / she lacks product knowledge.SOLUTION: A system needs a well-trained operator. The system includes a supporter who can answer the questions from customers even if he / she lacks product knowledge, in order to shorten time required for acquiring the know-how of the business and product knowledge.SELECTED DRAWING: Figure 1

Description

[Technical field]

[0001] The technology of the present disclosure relates to a system. [Background technology]

[0002] Patent document 1 discloses a persona chatbot control method performed by at least one processor, the method including the steps of receiving a user utterance, adding the user utterance to a prompt including a description and related instruction sentence regarding the chatbot character, encoding the prompt, and inputting the encoded prompt into a language model to generate a chatbot utterance in response to the user utterance. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2022-180282 A Summary of the Invention [Problem to be solved by the invention]

[0004] To provide a method for shortening the time required to acquire a trained operator and quickly providing an assistant who can answer questions from customers even if he or she lacks product knowledge. [Means for solving the problem]

[0005] To provide a system that requires a trained operator, and includes an assistant who can answer questions from customers even if he / she lacks product knowledge, in order to shorten the time required to acquire business know-how and product knowledge. [Brief description of the drawings]

[0006] [Figure 1]1 is a conceptual diagram showing an example of the configuration of a data processing system according to a first embodiment. [Diagram 2] 1 is a conceptual diagram showing an example of main functions of a data processing device and a smart device according to a first embodiment. FIG. [Diagram 3] FIG. 11 is a conceptual diagram showing an example of the configuration of a data processing system according to a second embodiment. [Figure 4] FIG. 11 is a conceptual diagram showing an example of main functions of a data processing device and smart glasses according to a second embodiment. [Diagram 5] FIG. 13 is a conceptual diagram showing an example of the configuration of a data processing system according to a third embodiment. [Figure 6] FIG. 11 is a conceptual diagram showing an example of main functions of a data processing device and a headset-type terminal according to a third embodiment. [Figure 7] FIG. 13 is a conceptual diagram showing an example of the configuration of a data processing system according to a fourth embodiment. [Figure 8] FIG. 13 is a conceptual diagram showing an example of main functions of a data processing device and a robot according to a fourth embodiment. [Figure 9] 1 shows an emotion map onto which multiple emotions are mapped. [Figure 10] 1 shows an emotion map onto which multiple emotions are mapped. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0007] Hereinafter, an example of an embodiment of a system according to the technology of the present disclosure will be described with reference to the accompanying drawings.

[0008] First, the terms used in the following description will be explained.

[0009] In the following embodiments, a signed processor (hereinafter simply referred to as a "processor") may be one arithmetic device or a combination of multiple arithmetic devices. Furthermore, a processor may be one type of arithmetic device or a combination of multiple types of arithmetic devices. Examples of arithmetic devices include a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a GPGPU (General-Purpose computing on Graphics Processing Units), an APU (Accelerated Processing Unit), or a TPU (Tensor Processing Unit).

[0010] In the following embodiments, a signed RAM (Random Access Memory) is a memory in which information is temporarily stored and is used as a working memory by the processor.

[0011] In the following embodiments, the coded storage is one or more non-volatile storage devices that store various programs, various parameters, etc. Examples of non-volatile storage devices include flash memory (SSD (Solid State Drive)), magnetic disks (e.g., hard disks), and magnetic tapes.

[0012] In the following embodiments, a communication I / F (Interface) with a code is an interface including a communication processor and an antenna. The communication I / F controls communication between multiple computers. An example of a communication standard applied to the communication I / F is a wireless communication standard including 5G (5th Generation Mobile Communication System), Wi-Fi (registered trademark), Bluetooth (registered trademark), etc.

[0013] In the following embodiments, "A and / or B" is synonymous with "at least one of A and B." In other words, "A and / or B" means that it may be only A, only B, or a combination of A and B. In addition, in this specification, the same idea as "A and / or B" is also applied when three or more things are expressed by connecting them with "and / or."

[0014] [First embodiment] FIG. 1 shows an example of the configuration of a data processing system 10 according to the first embodiment.

[0015] 1, a data processing system 10 includes a data processing device 12 and a smart device 14. An example of the data processing device 12 is a server.

[0016] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a wide area network (WAN) and / or a local area network (LAN).

[0017] The smart device 14 includes a computer 36, a reception device 38, an output device 40, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The reception device 38, the output device 40, and the camera 42 are also connected to the bus 52.

[0018] The reception device 38 includes a touch panel 38A and a microphone 38B, and receives user input. The touch panel 38A detects contact with a pointer (e.g., a pen or a finger) to receive user input by the touch of the pointer. The microphone 38B detects the user's voice to receive user input by voice. The control unit 46A transmits data indicative of the user input received by the touch panel 38A and the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 (see FIG. 2) acquires the data indicative of the user input.

[0019] The output device 40 includes a display 40A and a speaker 40B, and presents data to a user by outputting the data in a form of expression that the user can perceive (e.g., voice and / or text). The display 40A displays visible information such as text and images according to instructions from the processor 46. The speaker 40B outputs voice according to instructions from the processor 46. The camera 42 is a compact digital camera equipped with an optical system including a lens, an aperture, and a shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor.

[0020] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for transmitting and receiving various types of information between the processor 46 and the processor 28 via the network 54.

[0021] FIG. 2 shows an example of main functions of the data processing device 12 and the smart device 14.

[0022] As shown in Fig. 2, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32. The specific process program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific process program 56 from the storage 32, and executes the read specific process program 56 on the RAM 30. The specific process is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific process program 56 executed on the RAM 30.

[0023] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0024] In the smart device 14, the processor 46 performs the reception output processing. The storage 50 stores a reception output program 60. The reception output program 60 is used together with the specific processing program 56 by the data processing system 10. The processor 46 reads out the reception output program 60 from the storage 50, and executes the read reception output program 60 on the RAM 48. The reception output processing is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0025] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device (e.g., a ChatGPT server) may have the data generation model 58. In this case, the data processing device 12 obtains a processing result (such as a prediction result) using the data generation model 58 by communicating with the server device having the data generation model 58. In addition, the data processing device 12 may be a server device, or may be a terminal device (e.g., a mobile phone, a robot, or a home appliance) owned by a user. Next, the identification process by the identification processing unit 290 of the data processing device 12 will be described.

[0026] (Example 1) In order to shorten the time it takes to acquire trained operators, the embodiment of the present invention uses an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. Also, to respond to customer questions, an AI chatbot is used to provide product information in real time. (Example 2) In the embodiment of the present invention, in order to shorten the time it takes for trained operators to acquire knowledge, a supporter with extensive practical experience is dispatched to directly teach product knowledge. Also, in order to respond to questions from customers, a FAQ database created in advance is utilized to provide accurate answers. (Example 3) In an embodiment of the present invention, an online community is established to share information and know-how about products in order to shorten the time it takes to acquire trained operators. Also, a system is established in which community members cooperate to provide answers to questions from customers. As a specific example, when a question is asked about how to operate product A, a community member provides an answer based on past experience, immediately contributing to solving the customer's problem.

[0027] The process flow of each embodiment will be described below.

[0028] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: If a customer has a question, enter it into the AI ​​chatbot. Step 4: The AI ​​chatbot provides real-time information about the product and helps customers solve their problems. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: Learn practical know-how and how to operate the product from the supporter. Step 3: When a customer has a question, search a pre-built FAQ database to find the right answer. Step 4: Provide the customer with the answer from the FAQ database to help resolve their issue. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: Community members post their past experiences and knowledge and provide information about the product. Step 3: If your customers have questions, post them in the community. Step 4: Community members provide answers to questions and help solve customers' problems.

[0029] Furthermore, an emotion engine that estimates the emotion of the user may be combined. That is, the identification processing unit 290 may estimate the emotion of the user using the emotion identification model 59, and perform identification processing using the emotion of the user.

[0030] (Example 1) In order to shorten the time it takes for trained operators to acquire knowledge, the embodiment of the present invention utilizes an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. In addition, by combining an emotion engine, the system recognizes customer emotions and responds appropriately. As a specific example, if a customer uses chat to consult about a problem with a product, the emotion engine analyzes the emotions from the customer's comments and identifies their dissatisfaction or anxiety. It then provides an appropriate response based on the product knowledge acquired through educational materials. For example, if a customer is dissatisfied, the emotion engine detects that dissatisfaction and prompts the operator to offer a polite apology or propose a solution. (Example 2) In the embodiment of the present invention, a supporter with extensive practical experience is dispatched to provide product knowledge guidance. Furthermore, by combining an emotion engine, the emotions of the customer are monitored in real time and appropriate responses are made. As a specific example, when a support worker talks to a customer, the emotion engine analyzes the customer's emotions from their facial expressions and tone of voice to grasp their dissatisfaction or anxiety. Based on this information, the support worker communicates and responds in a way that matches the customer's emotions. For example, if a customer is feeling anxious, the support worker will proactively use words and attitudes that reassure the customer, building their trust. (Example 3) The embodiment of the present invention builds an online community to share information and know-how about products. By combining it with an emotion engine, the emotion of customers in the community is recognized and appropriate responses are made. For example, when a customer posts about a problem with a product in the community, the emotion engine analyzes the emotion in the post to understand the customer's dissatisfaction or anxiety. Community members use this information to provide answers and advice that are in tune with the customer's emotions. For example, if a customer is frustrated, community members will respond calmly and provide specific advice to resolve the problem.

[0031] The process flow of each embodiment will be described below.

[0032] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: When a customer asks a question, the emotion engine analyzes the customer's speech and facial expressions to recognize their emotions. Step 4: Suggest appropriate responses based on emotions to the operator who has learned from the educational materials. Step 5: The operator responds to the customer's issue based on learned knowledge and emotions and provides an appropriate answer. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: When the assistant and the customer are interacting, the emotion engine monitors the customer's facial expressions and tone of voice to recognize emotions. Step 3: The emotion engine suggests to the supporter an appropriate response method based on the emotion. Step 4: The support staff uses the suggestions from the emotion engine to communicate and respond in a way that matches the customer's emotions. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: A customer posts an issue with the product in the community. Step 3: The sentiment engine analyzes the post and identifies customer sentiment. Step 4: Community members use the information from the emotion engine to provide answers and advice that are relevant to the customer's emotions. Step 5: The customer receives the response from the community member and implements the specific advice to resolve the issue.

[0033] The specific processing unit 290 transmits the result of the specific processing to the smart device 14. In the smart device 14, the control unit 46A causes the output device 40 to output the result of the specific processing. The microphone 38B acquires a voice indicating a user input for the result of the specific processing. The control unit 46A transmits the voice data indicating the user input acquired by the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[0034] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ) and other generation AIs. The data generation model 58 is obtained by making a neural network perform deep learning. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating a voice, text data indicating a text, and image data indicating an image is input. The data generation model 58 performs inference on the input inference data according to the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing while using the data generation model 58.

[0035] In the above embodiment, an example was given in which the specific process was performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific process may be performed by the smart device 14.

[0036] [Second embodiment]

[0037] FIG. 3 shows an example of the configuration of a data processing system 210 according to the second embodiment.

[0038] 3, the data processing system 210 includes the data processing device 12 and smart glasses 214. An example of the data processing device 12 is a server.

[0039] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a wide area network (WAN) and / or a local area network (LAN).

[0040] The smart glasses 214 include a computer 36, a microphone 238, a speaker 240, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, and the camera 42 are also connected to the bus 52.

[0041] The microphone 238 receives instructions and the like from the user by receiving voice uttered by the user. The microphone 238 captures the voice uttered by the user, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs the voice according to instructions from the processor 46.

[0042] Camera 42 is a small digital camera equipped with an optical system including a lens, an aperture, and a shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the user's surroundings (e.g., an imaging range defined by an angle of view equivalent to the width of the field of vision of an average healthy person).

[0043] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for transmitting and receiving various types of information between the processor 46 and the processor 28 via the network 54. The transmission and reception of various types of information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is performed in a secure state.

[0044] Fig. 4 shows an example of main functions of the data processing device 12 and the smart glasses 214. As shown in Fig. 4, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0045] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32, and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0046] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0047] In the smart glasses 214, the reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50, and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0048] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device (e.g., a ChatGPT server) may have the data generation model 58. In this case, the data processing device 12 obtains a processing result (such as a prediction result) using the data generation model 58 by communicating with the server device having the data generation model 58. In addition, the data processing device 12 may be a server device, or may be a terminal device (e.g., a mobile phone, a robot, or a home appliance) owned by a user. Next, the identification process by the identification processing unit 290 of the data processing device 12 will be described.

[0049] (Example 1) In order to shorten the time it takes to acquire trained operators, the embodiment of the present invention uses an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. Also, to respond to customer questions, an AI chatbot is used to provide product information in real time. (Example 2) In the embodiment of the present invention, in order to shorten the time it takes for trained operators to acquire knowledge, a supporter with extensive practical experience is dispatched to directly teach product knowledge. Also, in order to respond to questions from customers, a FAQ database created in advance is utilized to provide accurate answers. (Example 3) In an embodiment of the present invention, an online community is established to share information and know-how about products in order to shorten the time it takes to acquire trained operators. Also, a system is established in which community members cooperate to provide answers to questions from customers. As a specific example, when a question is asked about how to operate product A, a community member provides an answer based on past experience, immediately contributing to solving the customer's problem.

[0050] The process flow of each embodiment will be described below.

[0051] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: If a customer has a question, they enter it into the AI ​​chatbot. Step 4: The AI ​​chatbot provides real-time information about the product and helps customers solve their problems. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: Learn practical know-how and how to operate the product from the supporter. Step 3: When a customer has a question, search a pre-built FAQ database to find the right answer. Step 4: Provide the customer with the answer from the FAQ database to help resolve their issue. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: Community members post their past experiences and knowledge and provide information about the product. Step 3: If your customers have questions, post them in the community. Step 4: Community members provide answers to questions and help solve customers' problems.

[0052] In addition, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[0053] (Example 1) In order to shorten the time it takes for trained operators to acquire knowledge, the embodiment of the present invention utilizes an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. In addition, by combining an emotion engine, the system recognizes customer emotions and responds appropriately. As a specific example, if a customer uses chat to consult about a problem with a product, the emotion engine analyzes the emotions from the customer's comments and identifies their dissatisfaction or anxiety. It then provides an appropriate response based on the product knowledge acquired through educational materials. For example, if a customer is dissatisfied, the emotion engine detects that dissatisfaction and prompts the operator to offer a polite apology or propose a solution. (Example 2) In the embodiment of the present invention, a supporter with extensive practical experience is dispatched to provide product knowledge guidance. Furthermore, by combining an emotion engine, the emotions of the customer are monitored in real time and appropriate responses are made. As a specific example, when a support worker talks to a customer, the emotion engine analyzes the customer's emotions from their facial expressions and tone of voice to grasp their dissatisfaction or anxiety. Based on this information, the support worker communicates and responds in a way that matches the customer's emotions. For example, if a customer is feeling anxious, the support worker will proactively use words and attitudes that reassure the customer, building their trust. (Example 3) The embodiment of the present invention builds an online community to share information and know-how about products. By combining it with an emotion engine, the emotion of customers in the community is recognized and appropriate responses are made. For example, when a customer posts about a problem with a product in the community, the emotion engine analyzes the emotion in the post to understand the customer's dissatisfaction or anxiety. Community members use this information to provide answers and advice that are in tune with the customer's emotions. For example, if a customer is frustrated, community members will respond calmly and provide specific advice to resolve the problem.

[0054] The process flow of each embodiment will be described below.

[0055] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: When a customer asks a question, the emotion engine analyzes the customer's speech and facial expressions to recognize their emotions. Step 4: Suggest appropriate responses based on emotions to the operator who has learned from the educational materials. Step 5: The operator responds to the customer's issue based on learned knowledge and emotions and provides an appropriate answer. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: When the assistant and the customer are interacting, the emotion engine monitors the customer's facial expressions and tone of voice to recognize emotions. Step 3: The emotion engine suggests to the supporter an appropriate response method based on the emotion. Step 4: The support staff uses the suggestions from the emotion engine to communicate and respond in a way that matches the customer's emotions. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: A customer posts an issue with the product in the community. Step 3: The sentiment engine analyzes the post and identifies customer sentiment. Step 4: Community members use the information from the emotion engine to provide answers and advice that are relevant to the customer's emotions. Step 5: The customer receives the response from the community member and implements the specific advice to resolve the issue.

[0056] The specific processing unit 290 transmits the result of the specific processing to the smart glasses 214. In the smart glasses 214, the control unit 46A causes the speaker 240 to output the result of the specific processing. The microphone 238 acquires a voice indicating a user input for the result of the specific processing. The control unit 46A transmits the voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[0057] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ) and other generation AIs. The data generation model 58 is obtained by making a neural network perform deep learning. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating a voice, text data indicating a text, and image data indicating an image is input. The data generation model 58 performs inference on the input inference data according to the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing while using the data generation model 58.

[0058] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the smart glasses 214.

[0059] [Third embodiment]

[0060] FIG. 5 shows an example of the configuration of a data processing system 310 according to the third embodiment.

[0061] 5, the data processing system 310 includes the data processing device 12 and a headset type terminal 314. An example of the data processing device 12 is a server.

[0062] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a wide area network (WAN) and / or a local area network (LAN).

[0063] The headset type terminal 314 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a display 343. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the display 343 are also connected to the bus 52.

[0064] The microphone 238 receives instructions and the like from the user by receiving voice uttered by the user. The microphone 238 captures the voice uttered by the user, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs the voice according to instructions from the processor 46.

[0065] Camera 42 is a small digital camera equipped with an optical system including a lens, an aperture, and a shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the user's surroundings (e.g., an imaging range defined by an angle of view equivalent to the width of the field of vision of an average healthy person).

[0066] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for transmitting and receiving various types of information between the processor 46 and the processor 28 via the network 54. The transmission and reception of various types of information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is performed in a secure state.

[0067] Fig. 6 shows an example of main functions of the data processing device 12 and the headset type terminal 314. As shown in Fig. 6, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0068] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32, and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0069] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0070] In the headset type terminal 314, the reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50, and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0071] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device (e.g., a ChatGPT server) may have the data generation model 58. In this case, the data processing device 12 obtains a processing result (such as a prediction result) using the data generation model 58 by communicating with the server device having the data generation model 58. In addition, the data processing device 12 may be a server device, or may be a terminal device (e.g., a mobile phone, a robot, or a home appliance) owned by a user. Next, the identification process by the identification processing unit 290 of the data processing device 12 will be described.

[0072] (Example 1) In order to shorten the time it takes to acquire trained operators, the embodiment of the present invention uses an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. Also, to respond to customer questions, an AI chatbot is used to provide product information in real time. (Example 2) In the embodiment of the present invention, in order to shorten the time it takes for trained operators to acquire knowledge, a supporter with extensive practical experience is dispatched to directly teach product knowledge. Also, in order to respond to questions from customers, a FAQ database created in advance is utilized to provide accurate answers. (Example 3) In an embodiment of the present invention, an online community is established to share information and know-how about products in order to shorten the time it takes to acquire trained operators. Also, a system is established in which community members cooperate to provide answers to questions from customers. As a specific example, when a question is asked about how to operate product A, a community member provides an answer based on past experience, immediately contributing to solving the customer's problem.

[0073] The process flow of each embodiment will be described below.

[0074] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: If a customer has a question, enter it into the AI ​​chatbot. Step 4: The AI ​​chatbot provides real-time information about the product and helps customers solve their problems. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: Learn practical know-how and how to operate the product from the supporter. Step 3: When a customer has a question, search a pre-built FAQ database to find the right answer. Step 4: Provide the customer with the answer from the FAQ database to help resolve their issue. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: Community members post their past experiences and knowledge and provide information about the product. Step 3: If your customers have questions, post them in the community. Step 4: Community members provide answers to questions and help solve customers' problems.

[0075] In addition, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[0076] (Example 1) In order to shorten the time it takes for trained operators to acquire knowledge, the embodiment of the present invention utilizes an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. In addition, by combining an emotion engine, the system recognizes customer emotions and responds appropriately. As a specific example, if a customer uses chat to consult about a problem with a product, the emotion engine analyzes the emotions from the customer's comments and identifies their dissatisfaction or anxiety. It then provides an appropriate response based on the product knowledge acquired through educational materials. For example, if a customer is dissatisfied, the emotion engine detects that dissatisfaction and prompts the operator to offer a polite apology or propose a solution. (Example 2) In the embodiment of the present invention, a supporter with extensive practical experience is dispatched to provide product knowledge guidance. Furthermore, by combining an emotion engine, the emotions of the customer are monitored in real time and appropriate responses are made. As a specific example, when a support worker talks to a customer, the emotion engine analyzes the customer's emotions from their facial expressions and tone of voice to grasp their dissatisfaction or anxiety. Based on this information, the support worker communicates and responds in a way that matches the customer's emotions. For example, if a customer is feeling anxious, the support worker will proactively use words and attitudes that reassure the customer, building their trust. (Example 3) The embodiment of the present invention builds an online community to share information and know-how about products. By combining it with an emotion engine, the emotion of customers in the community is recognized and appropriate responses are made. For example, when a customer posts about a problem with a product in the community, the emotion engine analyzes the emotion in the post to understand the customer's dissatisfaction or anxiety. Community members use this information to provide answers and advice that are in tune with the customer's emotions. For example, if a customer is frustrated, community members will respond calmly and provide specific advice to resolve the problem.

[0077] The process flow of each embodiment will be described below.

[0078] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: When a customer asks a question, the emotion engine analyzes the customer's speech and facial expressions to recognize their emotions. Step 4: Suggest appropriate responses based on emotions to the operator who has learned from the educational materials. Step 5: The operator responds to the customer's issue based on learned knowledge and emotions and provides an appropriate answer. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: When the assistant and the customer are interacting, the emotion engine monitors the customer's facial expressions and tone of voice to recognize emotions. Step 3: The emotion engine suggests to the supporter an appropriate response method based on the emotion. Step 4: The support staff uses the suggestions from the emotion engine to communicate and respond in a way that matches the customer's emotions. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: A customer posts an issue with the product in the community. Step 3: The sentiment engine analyzes the post and identifies customer sentiment. Step 4: Community members use the information from the emotion engine to provide answers and advice that are relevant to the customer's emotions. Step 5: The customer receives the response from the community member and implements the specific advice to resolve the issue.

[0079] The specific processing unit 290 transmits the result of the specific processing to the headset type terminal 314. In the headset type terminal 314, the control unit 46A causes the speaker 240 and the display 343 to output the result of the specific processing. The microphone 238 acquires voice indicating a user input for the result of the specific processing. The control unit 46A transmits voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[0080] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ) and other generation AIs. The data generation model 58 is obtained by making a neural network perform deep learning. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating a voice, text data indicating a text, and image data indicating an image is input. The data generation model 58 performs inference on the input inference data according to the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing while using the data generation model 58.

[0081] In the above embodiment, an example was given in which the specific processing is performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific processing may be performed by the headset type terminal 314. [Fourth embodiment]

[0082] FIG. 7 shows an example of the configuration of a data processing system 410 according to the fourth embodiment.

[0083] 7, a data processing system 410 includes a data processing device 12 and a robot 414. An example of the data processing device 12 is a server.

[0084] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 is an example of a "computer" according to the technology of the present disclosure. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, the RAM 30, and the storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a wide area network (WAN) and / or a local area network (LAN).

[0085] The robot 414 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a control target 443. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. In addition, the microphone 238, the speaker 240, the camera 42, and the control target 443 are also connected to the bus 52.

[0086] The microphone 238 receives instructions and the like from the user by receiving voice uttered by the user. The microphone 238 captures the voice uttered by the user, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs the voice according to instructions from the processor 46.

[0087] Camera 42 is a small digital camera equipped with an optical system including a lens, an aperture, and a shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the user's surroundings (e.g., an imaging range defined by an angle of view equivalent to the width of the field of vision of an average healthy person).

[0088] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for transmitting and receiving various types of information between the processor 46 and the processor 28 via the network 54. The transmission and reception of various types of information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is performed in a secure state.

[0089] The control target 443 includes a display device, LEDs in the eyes, and motors for driving the arms, hands, legs, etc. The posture and behavior of the robot 414 are controlled by controlling the motors of the arms, hands, legs, etc. Some of the emotions of the robot 414 can be expressed by controlling these motors. In addition, the facial expressions of the robot 414 can also be expressed by controlling the light emission state of the LEDs in the eyes of the robot 414.

[0090] Fig. 8 shows an example of main functions of the data processing device 12 and the robot 414. As shown in Fig. 8, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0091] The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32, and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0092] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290.

[0093] In the robot 414, the reception output process is performed by the processor 46. A reception output program 60 is stored in the storage 50. The processor 46 reads the reception output program 60 from the storage 50, and executes the read reception output program 60 on the RAM 48. The reception output process is realized by the processor 46 operating as the control unit 46A in accordance with the reception output program 60 executed on the RAM 48.

[0094] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device (e.g., a ChatGPT server) may have the data generation model 58. In this case, the data processing device 12 obtains a processing result (such as a prediction result) using the data generation model 58 by communicating with the server device having the data generation model 58. In addition, the data processing device 12 may be a server device, or may be a terminal device (e.g., a mobile phone, a robot, or a home appliance) owned by a user. Next, the identification process by the identification processing unit 290 of the data processing device 12 will be described.

[0095] (Example 1) In order to shorten the time it takes to acquire trained operators, the embodiment of the present invention uses an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. Also, to respond to customer questions, an AI chatbot is used to provide product information in real time. (Example 2) In the embodiment of the present invention, in order to shorten the time it takes for trained operators to acquire knowledge, a supporter with extensive practical experience is dispatched to directly teach product knowledge. Also, in order to respond to questions from customers, a FAQ database created in advance is utilized to provide accurate answers. (Example 3) In an embodiment of the present invention, an online community is established to share information and know-how about products in order to shorten the time it takes to acquire trained operators. Also, a system is established in which community members cooperate to provide answers to questions from customers. As a specific example, when a question is asked about how to operate product A, a community member provides an answer based on past experience, immediately contributing to solving the customer's problem.

[0096] The process flow of each embodiment will be described below.

[0097] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: If a customer has a question, they enter it into the AI ​​chatbot. Step 4: The AI ​​chatbot provides real-time information about the product and helps customers solve their problems. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: Learn practical know-how and how to operate the product from the supporter. Step 3: When a customer has a question, search a pre-built FAQ database to find the right answer. Step 4: Provide the customer with the answer from the FAQ database to help resolve their issue. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: Community members post their past experiences and knowledge and provide information about the product. Step 3: If your customers have questions, post them in the community. Step 4: Community members provide answers to questions and help solve customers' problems.

[0098] In addition, an emotion engine that estimates the user's emotion may be further combined. That is, the identification processing unit 290 may estimate the user's emotion using the emotion identification model 59, and perform identification processing using the user's emotion.

[0099] (Example 1) In order to shorten the time it takes for trained operators to acquire knowledge, the embodiment of the present invention utilizes an online education platform to provide teaching materials that enable operators to acquire product knowledge in a short period of time. In addition, by combining an emotion engine, the system recognizes customer emotions and responds appropriately. As a specific example, if a customer uses chat to consult about a problem with a product, the emotion engine analyzes the emotions from the customer's comments and identifies their dissatisfaction or anxiety. It then provides an appropriate response based on the product knowledge acquired through educational materials. For example, if a customer is dissatisfied, the emotion engine detects that dissatisfaction and prompts the operator to offer a polite apology or propose a solution. (Example 2) In the embodiment of the present invention, a supporter with extensive practical experience is dispatched to provide product knowledge guidance. Furthermore, by combining an emotion engine, the emotions of the customer are monitored in real time and appropriate responses are made. As a specific example, when a support worker talks to a customer, the emotion engine analyzes the customer's emotions from their facial expressions and tone of voice to grasp their dissatisfaction or anxiety. Based on this information, the support worker communicates and responds in a way that matches the customer's emotions. For example, if a customer is feeling anxious, the support worker will proactively use words and attitudes that reassure the customer, building their trust. (Example 3) The embodiment of the present invention builds an online community to share information and know-how about products. By combining it with an emotion engine, the emotion of customers in the community is recognized and appropriate responses are made. For example, when a customer posts about a problem with a product in the community, the emotion engine analyzes the emotion in the post to understand the customer's dissatisfaction or anxiety. Community members use this information to provide answers and advice that are in tune with the customer's emotions. For example, if a customer is frustrated, community members will respond calmly and provide specific advice to resolve the problem.

[0100] The process flow of each embodiment will be described below.

[0101] (Example 1) Step 1: Visit the online education platform and select the materials to acquire product knowledge. Step 2: Study the learning materials and acquire basic knowledge about the product and how to operate it. Step 3: When a customer asks a question, the emotion engine analyzes the customer's speech and facial expressions to recognize their emotions. Step 4: Suggest appropriate responses based on emotions to the operator who has learned from the educational materials. Step 5: The operator responds to the customer's issue based on learned knowledge and emotions and provides an appropriate answer. (Example 2) Step 1: We will dispatch a support staff member with extensive practical experience to provide product knowledge training. Step 2: When the assistant and the customer are interacting, the emotion engine monitors the customer's facial expressions and tone of voice to recognize emotions. Step 3: The emotion engine suggests to the supporter an appropriate response method based on the emotion. Step 4: The support staff uses the suggestions from the emotion engine to communicate and respond in a way that matches the customer's emotions. (Example 3) Step 1: Join online communities and share information and know-how about your products. Step 2: A customer posts an issue with the product in the community. Step 3: The sentiment engine analyzes the post and identifies customer sentiment. Step 4: Community members use the information from the emotion engine to provide answers and advice that are relevant to the customer's emotions. Step 5: The customer receives the response from the community member and implements the specific advice to resolve the issue.

[0102] The specific processing unit 290 transmits the result of the specific processing to the robot 414. In the robot 414, the control unit 46A causes the speaker 240 and the control target 443 to output the result of the specific processing. The microphone 238 acquires a voice indicating a user input for the result of the specific processing. The control unit 46A transmits voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[0103] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet search<URL: https: / / openai.com / blog / chatgpt> ) and other generation AIs. The data generation model 58 is obtained by making a neural network perform deep learning. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating a voice, text data indicating a text, and image data indicating an image is input. The data generation model 58 performs inference on the input inference data according to the instruction indicated by the prompt, and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing while using the data generation model 58.

[0104] In the above embodiment, an example was given in which the specific process was performed by the data processing device 12, but the technology of the present disclosure is not limited to this, and the specific process may be performed by the robot 414.

[0105] The emotion identification model 59 as an emotion engine may determine the emotion of the user according to a specific mapping. Specifically, the emotion identification model 59 may determine the emotion of the user according to an emotion map (see FIG. 9), which is a specific mapping. Similarly, the emotion identification model 59 may determine the emotion of the robot, and the identification processing unit 290 may perform identification processing using the emotion of the robot.

[0106] FIG. 9 is a diagram showing an emotion map 400 on which multiple emotions are mapped. In the emotion map 400, emotions are arranged in concentric circles radiating from the center. The closer to the center of the concentric circles, the more primitive emotions are arranged. The more outside the concentric circles, the more emotions that represent states and actions that arise from a state of mind are arranged. Emotions are a concept that includes emotions and mental states. On the left side of the concentric circles, emotions that are generally generated from reactions that occur in the brain are arranged. On the right side of the concentric circles, emotions that are generally induced by situational judgment are arranged. On the upper and lower sides of the concentric circles, emotions that are generally generated from reactions that occur in the brain and are induced by situational judgment are arranged. In addition, on the upper side of the concentric circles, emotions of "pleasure" are arranged, and on the lower side, emotions of "discomfort" are arranged. In this way, in the emotion map 400, multiple emotions are mapped based on the structure in which emotions are generated, and emotions that tend to occur simultaneously are mapped close to each other.

[0107] These emotions are distributed in the 3 o'clock direction of emotion map 400 and usually fluctuate between relief and anxiety. In the right half of emotion map 400, situational awareness dominates over internal sensations, resulting in a sense of calm.

[0108] The inside of emotion map 400 represents what is going on inside one's mind, and the outside of emotion map 400 represents behavior, so the further out you go on emotion map 400, the more visible the emotions become (the more they are expressed in behavior).

[0109] Here, human emotions are based on various balances such as posture and blood sugar level, and when these balances are far from the ideal, it indicates an unpleasant state, and when they are close to the ideal, it indicates a pleasant state. For robots, cars, motorcycles, etc., emotions can also be created based on various balances such as posture and battery level, and when these balances are far from the ideal, it indicates an unpleasant state, and when they are close to the ideal, it indicates a pleasant state. The emotion map may be generated based on, for example, the emotion map of Dr. Mitsuyoshi (Research on speech emotion recognition and emotion brain physiological signal analysis system, Tokushima University, doctoral dissertation: https: / / ci.nii.ac.jp / naid / 500000375379). In the left half of the emotion map, emotions belonging to an area called "reaction" where sensation is dominant are lined up. In addition, in the right half of the emotion map, emotions belonging to an area called "situation" where situation recognition is dominant are lined up.

[0110] The emotion map defines two emotions that promote learning. The first is the negative emotion around the middle of "repentance" or "remorse" on the situation side. In other words, this is when the robot experiences negative emotions such as "I never want to feel this way again" or "I don't want to be scolded again." The other is the positive emotion around "desire" on the response side. In other words, this is when the robot has positive feelings such as "I want more" or "I want to know more."

[0111] The emotion identification model 59 inputs the user input to a pre-trained neural network, obtains emotion values ​​indicating each emotion shown in the emotion map 400, and determines the emotion of the user. This neural network is pre-trained based on multiple learning data that are combinations of the user input and emotion values ​​indicating each emotion shown in the emotion map 400. Furthermore, this neural network is trained so that emotions that are located close to each other have similar values, as in the emotion map 900 shown in Fig. 10. Fig. 10 shows an example in which multiple emotions, "relief," "calm," and "encouraging," have similar emotion values.

[0112] In the above embodiment, an example was given in which a specific process is performed by one computer 22, but the technology disclosed herein is not limited to this, and distributed processing of the specific process may be performed by multiple computers, including computer 22.

[0113] In the above embodiment, an example in which the specific processing program 56 is stored in the storage 32 has been described, but the technology of the present disclosure is not limited to this. For example, the specific processing program 56 may be stored in a portable computer-readable non-transitory storage medium such as a Universal Serial Bus (USB) memory. The specific processing program 56 stored in the non-transitory storage medium is installed in the computer 22 of the data processing device 12. The processor 28 executes the specific processing in accordance with the specific processing program 56.

[0114] In addition, the specific processing program 56 may be stored in a storage device such as a server connected to the data processing device 12 via the network 54, and the specific processing program 56 may be downloaded and installed on the computer 22 upon request from the data processing device 12.

[0115] It is not necessary to store all of the specific processing program 56 in a storage device such as a server connected to the data processing device 12 via the network 54, or to store all of the specific processing program 56 in the storage 32; only a portion of the specific processing program 56 may be stored.

[0116] As the hardware resource for executing the specific process, various processors as shown below can be used. An example of the processor is a CPU, which is a general-purpose processor that functions as a hardware resource for executing the specific process by executing software, i.e., a program. Another example of the processor is a dedicated electric circuit, which is a processor having a circuit configuration designed exclusively for executing the specific process, such as a Field-Programmable Gate Array (FPGA), a Programmable Logic Device (PLD), or an Application Specific Integrated Circuit (ASIC). Each processor has a built-in or connected memory, and each processor executes the specific process by using the memory.

[0117] The hardware resource that executes the specific process may be one of these various processors, or may be a combination of two or more processors of the same or different types (for example, a combination of multiple FPGAs, or a combination of a CPU and an FPGA). Also, the hardware resource that executes the specific process may be a single processor.

[0118] As an example of a configuration using one processor, first, one processor is configured by combining one or more CPUs and software, and this processor functions as a hardware resource that executes a specific process. Second, there is a configuration using a processor that realizes the functions of the entire system including multiple hardware resources that execute a specific process on a single IC chip, as typified by SoC (System-on-a-chip). In this way, a specific process is realized using one or more of the above-mentioned various processors as hardware resources.

[0119] Furthermore, more specifically, the hardware structure of these various processors can be an electric circuit that combines circuit elements such as semiconductor elements. The specific processes described above are merely examples. It goes without saying that unnecessary steps may be deleted, new steps may be added, or the order of processes may be changed without departing from the spirit of the invention.

[0120] The above description and illustrations are detailed descriptions of the parts related to the technology of the present disclosure, and are merely an example of the technology of the present disclosure. For example, the above description of the configuration, function, action, and effect is an example of the configuration, function, action, and effect of the parts related to the technology of the present disclosure. Therefore, it goes without saying that unnecessary parts may be deleted, new elements may be added, or replacements may be made to the above description and illustrations, within the scope of the gist of the technology of the present disclosure. In addition, in order to avoid confusion and to facilitate understanding of the parts related to the technology of the present disclosure, the above description and illustrations omit explanations of technical common sense that do not require explanation in order to enable the implementation of the technology of the present disclosure.

[0121] All publications, patent applications, and standards mentioned in this specification are herein incorporated by reference to the same extent as if each individual publication, patent application, or standard was specifically and individually indicated to be incorporated by reference.

[0122] The following is further disclosed regarding the above embodiment.

[0123] (Appendix 1) To provide a system that requires a trained operator, and includes an assistant who can answer questions from customers even if he / she lacks product knowledge, in order to shorten the time required to acquire business know-how and product knowledge. (Appendix 2) The system described in Appendix 1 reduces the burden on both the instructor and the trainee, and improves work efficiency. (Appendix 3) The system described in Appendix 1, which reduces the time it takes to acquire trained operators and quickly provides ready-to-use support personnel.

[0124] (Appendix 1) The system shortens the time it takes to acquire trained operators and quickly provides assistants who can answer customer questions even if they lack product knowledge. Furthermore, by combining it with an emotion engine, it can recognize customer emotions and respond appropriately. (Appendix 2) The system described in Appendix 1 uses an emotion engine to analyze emotions from the customer's speech and facial expressions, and grasp the customer's dissatisfaction and anxiety. It also suggests appropriate ways to respond to the customer's emotions to the support staff. (Appendix 3) This is the system described in Appendix 1. The emotion engine monitors the customer's emotions in real time, and if the customer is dissatisfied or anxious, it automatically notifies the superior or manager. This allows for quick problem resolution and improves customer satisfaction. [Explanation of symbols]

[0125] 10, 210, 310, 410 Data Processing Systems 12 Data Processing Device 14 Smart Devices 214 Smart Glasses 314 Headset-type terminal 414 Robot

Claims

1. To provide a system that requires a trained operator, and includes an assistant who can answer questions from customers even if he / she lacks product knowledge, in order to shorten the time required to acquire business know-how and product knowledge.

2. The system according to claim 1 reduces the burden on both the instructor and the trainee, and improves work efficiency.

3. The system according to claim 1, which reduces the time it takes to acquire trained operators and quickly provides ready-to-use assistants.

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