Request reception control device and request reception control program

Abstract

To provide a request reception control device or the like for reducing a load on an operator while receiving a request from a user by voice.SOLUTION: A request reception control device 1 determines a telephone call to be switched to an operator terminal 14 among request calls 1a. The request reception control device includes: a voice recognition section 2 for converting response voice 1a from a user 15 into text data 2a; a voice generation section 3 for generating determination voice 3a which is based on the text data and allows the user to answer YES or NO; a determination section 4 for determining whether answer voice 4a of the user with respect to the determination voice is YES or NO; a temporary data generation section 8 for generating temporary data 8a based on the text data so as to transmit the data to the operator terminal when the answer voice is determined to be NO; and a switch section 5 for switching the telephone call to the operator terminal.SELECTED DRAWING: Figure 2

Description

Technical Field

[0001] The present invention relates to a technology for receiving voice requests from users.

Background Art

[0002] Patent Document 1 discloses a car locator device capable of recognizing voice uttered by a user with a voice recognition function, specifying a pick-up request position desired by the user, and contacting the vehicle closest to that position to arrange for a pick-up.

[0003] Patent Document 2 discloses a carpooling system that can pre-store a pick-up destination as user customer information in association with a phone number transmitted by the user. Thus, the user can arrange for a taxi to be sent to the pick-up destination simply by entering a number indicating the pick-up destination.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Patent Document 2

Summary of the Invention

Problems to be Solved by the Invention

[0005] The current labor shortage is serious in every industry. For example, it is not possible to allocate multiple operators for reservation services such as taxi pick-up and reservation, as well as for reservation services in restaurants, hotels, etc. Therefore, when multiple requests come in simultaneously, there is a problem that waiting states occur for each user, or the workload of the operator increases.

[0006] As one measure to solve such problems, various systems that accept requests from users have been developed on information terminals such as smartphones. However, from the user's perspective, it is often more convenient to be able to make requests by phone.

[0007] Regarding this, for example, there is a technology that applies the technology of a voice recognition machine to a phone call (Patent Document 1). However, there is a possibility of misrecognizing the call content. Also, in order to reduce the error, there is a technology that allows the user to register necessary information in advance (Patent Document 2). However, since a lot of information needs to be registered, it is cumbersome for the user.

[0008] Therefore, in one aspect, this specification discloses a request reception control device and the like that reduces the burden on an operator while accepting a request from a user by voice.

Means for Solving the Problem

[0009] (1) The request reception control device is a request reception control device that determines the call to be switched to the operator terminal among the requests for calls, and includes a voice recognition unit that converts the response voice from the user into text data, a voice generation unit that generates determination voice for allowing the user to answer yes / no based on the text data, a determination unit that determines whether the user's answer voice to the determination voice is yes / no, a temporary data generation unit that generates temporary data based on the text data and transmits it to the operator terminal when the answer voice is determined to be no, and a switching unit that switches the call to the operator terminal.

[0010] (2) Such a request reception control device further includes a second determination unit that determines whether it is possible to respond to the content of the call for the request after determining that the answer voice is yes. When the second determination unit determines no, it is preferable that the temporary data generation unit generates temporary data based on the text data and transmits it to the operator terminal, and the switching unit switches the call to the operator terminal.

[0011] (3) Further, the notice of the request is about dispatching a moving body to the user's home. It preferably further includes a storage unit that stores user information related to the user's phone number and home address, a second determination unit that determines whether it is possible to respond to the request content after determining that the response voice is "yes", and an order data generation unit that generates order data for dispatching to the home based on the text data when the second determination unit determines it is possible.

[0012] (4) Further, the notice of the request is about dispatching a moving body to a predetermined location. Preferably, the second determination unit determines whether it is possible to dispatch the moving body to the predetermined location within a predetermined time.

[0013] (5) Further, the notice of the request is about reserving a seat or a room at a desired date and time. Preferably, the second determination unit determines whether it is possible to reserve a seat or a room at the specified date and time.

[0014] (6) The request reception control program is a program that switches a call from a user to an operator terminal. It causes a computer to convert the response voice from the user into text data, generate a determination voice for the user to answer yes or no based on the text data, determine whether the user's response voice to the determination voice is yes / no, generate temporary data based on the text data and send it to the operator terminal, and switch the call to the operator terminal when the response voice is determined to be no.

[0015] (7) In such a request reception control program, after determining that the response voice is "yes", it is preferably determined whether it is possible to respond to the content of the request notice. When the determination is "no", temporary data based on the text data is generated and the call is switched to the operator terminal.

[0016] (8) Also, the notice of the request is about dispatching a moving body to the user's home, stores user information related to the user's phone number and home address, and after determining that the response voice is "yes", determines whether it is possible to handle the request content. It is preferable to generate order data for dispatching to the home based on the text data by the determination of "possible".

[0017] (9) Also, the notice of the request is about dispatching a moving body to a predetermined location, and preferably, the determination is whether it is possible to dispatch the moving body to the predetermined location within a predetermined time.

[0018] (10) Also, the notice of the request is about reserving a seat or room at a specified date and time, and preferably, the determination unit determines whether it is possible to reserve the seat or room at the specified date and time.

Effect of the Invention

[0019] An operator can efficiently determine a call to be handled.

Brief Description of the Drawings

[0020]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Mode for Carrying Out the Invention

[0021] [1. General Description] (First) A system including the request reception control device according to the present embodiment can efficiently determine a call that an operator should handle. Specifically, the response voice from the user is converted into text data, and based on the text data, a determination voice for asking the user to answer yes or no is generated. For example, the content of the text data is repeated, and the user is asked whether this content is okay. If not, it is assumed that there is some disagreement in the call between the user and the system, and the call is switched to the operator.

[0022] [2. Each Component] (System 10) First, the system will be described with reference to FIG. 1. FIG. 1 shows the system 10. In the system 10, it includes a request reception control device 1, a mobile body 12 holding a communication terminal 11, an operator terminal 14 operated by an operator 13, and a user terminal 16 held by a user 15. In the figure, the user 15 is making a request to dispatch a vehicle to the home 17. Reference numeral 18 is a communication network.

[0023] (Request Reception Control Device 1) Hereinafter, a detailed description will be given with reference to FIG. 2. FIG. 2 shows an embodiment of the functional block diagram of the system 10. The request reception control device 1 mainly includes, for example, a voice recognition unit 2, a voice generation unit 3, a determination unit 4, and a switching unit 5. In addition, in the present embodiment, the request reception control device 1 further includes a reception unit 6, an automatic response unit 7, a temporary data generation unit 8, a second determination unit 9, an order data generation unit 20, and a registration unit 21.

[0024] (Reception Unit 6) The reception unit 6 captures the request call 6a of the user 15 and converts it into a response voice 1a as a voice signal.

[0025] (Voice Recognition Unit 2) The voice recognition unit 2 converts the response voice 1a into text data 2a. The response voice 1a is a frequency signal or the like. It analyzes the response voice 1a and converts it into text data 2a, and a conventionally known method is used. For example, the voice uttered by the user 15 is captured by the reception unit 6, converted into the waveform of a voice signal, and the characteristic quantity is obtained from the waveform of the voice signal. With respect to the obtained characteristic quantity, with reference to the pre-registered conversion conditions, it is converted into text data 2a. The voice conversion conditions (not shown) are, for example, those in which the frequency characteristics corresponding to the language to be converted are made into a database. The words often used by the user 15 are registered. Note that it may be converted into text data 2a corresponding to the voice using machine learning.

[0026] (Voice generation unit 3) The voice generation unit 3 has a function of generating a voice imitating a human voice based on text data. For example, the voice generation unit 3 generates a judgment voice 3a for asking the user 15 to answer yes or no based on the prepared text data and the text data 2a. In the present embodiment, the judgment voice 3a is composed of a repeat voice 3b obtained by converting the text data 2a into voice, and a confirmation voice 3c for confirming whether the repeated content is correct. The repeat voice 3b is, for example, something like "Please dispatch a vehicle to my home immediately" which is the content recognized by the system 10. The confirmation voice 3c has the content like "Is that okay? Please answer with Yes (Yes) or No (No)" for the content of the repeat voice 3b.

[0027] (Automatic response unit 7) The automatic response unit 7 automatically responds to the user 15 by voice based on predetermined conditions. In the present embodiment, it responds with the judgment voice 3a. It is a conventionally known one called IVR (Interactive Voice Response).

[0028] (Judgment unit 4) The determination unit 4 determines whether the response voice 4a of the user 15 to the determination voice 3a is yes / no. The determination is performed by the above-described voice recognition.

[0029] (Temporary data generation unit 8) When the determination unit 4 determines "no", the temporary data generation unit 8 generates temporary data 8a for transmission to the operator terminal 14 based on the text data 2a. The operator 13 can grasp the reason for the occurrence of the discrepancy based on the temporary data 8a. Switch the call 1a of the request to the operator terminal 14. The temporary data 8a is stored in the temporary data DB 22. The temporary data DB 22 will be described later.

[0030] (Second determination unit 9) The second determination unit 9 determines whether the request content 1a can be handled. When the second determination unit 9 determines "no", temporary data 8a is generated and transmitted to the operator terminal 14, and the call 1a of the request is switched to the operator terminal 14.

[0031] (Order data generation unit 20) When the second determination unit 9 determines "possible", the order data generation unit 20 stores the reservation content in the order data DB 23. The order data DB 23 will be described later.

[0032] (Registration unit 21) The registration unit 21 is a function for the user 15 to input user information 39 in advance. The input is performed by downloading a predetermined input form to the user terminal 16. After filling it in, it is stored in the storage unit 36.

[0033] (Object 12) The object 12 may be a moving body, a reservation at a restaurant, a reservation at a hotel, obtaining concert tickets, receiving / transporting luggage, etc. It may be something to call immediately or something that can be reserved. Examples of the mobile body may include vehicles that can travel on public roads, such as automobiles, motorcycles, bicycles, and electric kick scooters, as well as vehicles that can fly in the air, such as drones. Further, the mobile body 12 may be a person who holds the communication terminal 11. The situation of the mobile body 12 is stored in the mobile body information DB 25. The mobile body information DB 25 will be described later. The communication terminal 11 is mounted on the mobile body 12.

[0034] (Communication terminal 11) In this embodiment, the communication terminal 11 is, for example, a smartphone. Note that it may also be a mobile phone, a tablet terminal, a personal computer (PC), or the like. Further, it may be a drive recorder or a navigation device. Furthermore, the communication terminal 11 may operate in cooperation with a drive recorder or a navigation device.

[0035] (Position detection unit 11a) The position detection unit 11a (see FIG. 1) of the communication terminal 11 has a function of acquiring local information including the position information and time information of the communication terminal 11. For example, the position detection unit 11a uses a GPS (Global Positioning System) sensor to acquire position information 25b (see FIG. 7a). Note that positioning methods other than the GPS sensor, such as WiFi positioning and beacon positioning, may also be used.

[0036] (Operator 13, operator terminal 14) The operator 13 listens to the content of the request from the user 15. The operator terminal 14 may be a tablet terminal, a personal computer (PC), or the like.

[0037] (User 15, user terminal 16) The user 15 is a person who uses the present system 10. In this embodiment, the user terminal 16 is, for example, a smartphone. Note that it may also be a mobile phone, a tablet terminal, a personal computer (PC), or the like.

[0038] (Home, registered location 17) The home or registered location 17 is set in advance by the user 15. It is associated with a telephone number. By numbering, for example, the location where the vehicle should be dispatched can be specified.

[0039] (Communication network 18) The communication network 18 is, for example, an Internet communication network, and is otherwise constructed by a mobile phone line network, a wireless communication path, Ethernet (registered trademark), etc.

[0040] (Display unit) The request reception control device 1, the communication terminal 11, the operator terminal 14, and the user terminal 16 may be provided with a display unit. As the display unit, for example, a device that displays a screen such as a liquid crystal display (LCD: Liquid Crystal Display), a plasma display (PDP: Plasma Display Panel), or an organic EL (EL: Electroluminescence) is used.

[0041] [3. Hardware configuration] Next, the hardware configuration of the request reception control device 1 will be described with reference to FIG. 3. Since the hardware configurations of the communication terminal 11, the operator terminal 14, and the user terminal 16 are substantially the same as that of the request reception control device 1, the description thereof will be omitted.

[0042] (Hardware configuration of the request reception control device 1) FIG. 3 shows the hardware configuration of the request reception control device 1. As shown in FIG. 3, in the request reception control device 1 of the present embodiment, for example, a computer is used. The request reception control device 1 includes a CPU (or GPU) 30. Connected to the CPU 30 via a bus line 35 are, for example, a memory (hereinafter referred to as a storage unit) 31, a connection port 33 for connecting / loading a recording device 32, etc., and a communication circuit 34 for communicating with the outside via a network. Programs 36 and 36a for processing the system 10 are stored in the storage unit 31. Also, a browser program 37 and further an OS 38 (operating system) may be stored. The program 36 is installed in the server 11 by the recording device 32. Note that a temporary data DB 22, an order data DB 23, a user information DB 24, and a mobile body information DB 25 are stored in the storage unit 31 of the request reception control device 1.

[0043] In the present embodiment, the program 36 may operate in cooperation using the functions of the OS 38 and the browser program 37. Note that the program 36 may operate independently without using the browser program 37 and the OS 38 respectively.

[0044] In the hardware configuration of the above-described programs 36 and 36a, the functions shown in the functional block diagram of FIG. 2 are realized using, for example, the CPU 30 and the program 36, but a part or all of them may be sequence-controlled using a logic circuit such as a microcomputer or a PLC (programmable logic controller).

[0045] [4. Program] (Flowchart showing the processing of the request reception control device 1) FIG. 4 is a flowchart showing an embodiment of the processing of the program 36 used in the request reception control device 1 of the system 10. An example of taxi dispatching / reservation will be used for explanation.

[0046] (Preparation step: User registration) In this embodiment, before using the system 10, the user information 39 is registered from the user terminal 16. Note that the system 10 can be used without registration.

[0047] (T1) An unregistered user 15 who intends to use the system 10 performs registration via the request reception control device 1. Note that registration may be performed on an externally pre-registered server. The user 15 requests the request reception control device 1 to transmit a registration form for user registration via the user terminal 16. For example, in this embodiment, the function of a WEB browser is used. Note that other terminals owned by the user 15 may be used.

[0048] (T2) The request reception control device 1 transmits the registration form. In the registration form, a telephone number, an address where vehicle allocation is desired (for example, home address), etc. are input.

[0049] (User Information DB 24) FIG. 5a is a schematic diagram showing an example of the data structure of the user information DB 24. The user information DB 24 shown in the figure is a collection of the user information 39. For example, in the user information DB 24 for taxi allocation / reservation, it includes the identification number ID 24a of the user 15, the telephone number 24b, the address 24c, and the type 24d of the mobile body 12. The type 24d is a vehicle type such as wheelchair compatibility or a minivan. Note that other information may be registered.

[0050] (T3) Information for registration is input into the entry field by the unregistered user 15. The user terminal 16 transmits the input information to the request reception control device 1.

[0051] (T4) The request reception control device 1 registers the user information 39 in the user information DB 24.

[0052] (S1: Incoming Call) Returning to FIG. 4, the CPU 30 (see FIG. 3) of the request reception control device 1 confirms the incoming call.

[0053] (S2: Answered?) When the received call number is not to be notified, the request reception control device 1 transfers the received call to the operator terminal 14 and ends the program 36. If there is a notification of the phone number, the process proceeds to the next step S3.

[0054] (S3: Prompt for speaking) The request reception control device 1 outputs a guidance voice to the call line to prompt the user to speak. For example, it outputs the following guidance voice. "For those who want to arrange a vehicle now, please say 'Arrange vehicle', for those with a reservation, please say 'Reservation', and for those with business for the operator, please say 'Inquiry'."

[0055] (S4: Voice recognition) The request reception control device 1 picks up the voice spoken by the user 15, converts the picked-up voice into text data, and recognizes it.

[0056] (S5: Can it be automatically answered?) When the converted text data cannot be recognized as text corresponding to "Arrange vehicle" or "Reservation", or when it is recognized as text corresponding to "Inquiry", the request reception control device 1 determines that automatic answering is not possible, switches the call to the operator terminal 14, and ends the program 36. On the other hand, when the converted text data can be recognized as text corresponding to "Arrange vehicle" or "Reservation", it is determined that automatic answering is possible and the process proceeds to the next step S6.

[0057] (S6: Ask questions according to reservation / vehicle arrangement) When the converted text data is "Reservation", the request reception control device 1 plays the following guiding voice for the user 15. "Please speak the reservation time, address, number of vehicles, and your name." When the converted text data is "Arrange vehicle", the request reception control device 1 plays the following guiding voice for the user 15. "For the registered address, please say 'Home' and the 'number of vehicles', and for other cases, please say the 'address' and the 'number of vehicles'."

[0058] (S7: Voice recognition) When user 15 responds to the above guidance voice for the question, the request reception control device 1 picks up the voice spoken by user 15, converts the picked-up voice into text data, and recognizes it.

[0059] (S8: Generation of judgment voice) Based on the text data, the request reception control device 1 generates a judgment voice. For example, play the following judgment voice: "Now, it's for one vehicle to ○○○ in Chuo-ku, Kobe City. If it's correct, please say 'Yes', if it's wrong, please say 'No'." In the case of dispatching to the registered address, the request reception control device 1 reads the address from the user information DB24 and generates a judgment voice.

[0060] (S9: Judgment of yes or no) When user 15 responds to the above judgment voice, the request reception control device 1 picks up the voice spoken by user 15, converts the picked-up voice into text data, and recognizes it. That is, if user 15 responds with "Yes", it is judged as affirmative; if it is "No", or a word different from both "Yes" and "No", or voice recognition fails, it is judged as negative.

[0061] (S10: Automatic response to connect to the operator) When the request reception control device 1 determines that user 15 gives a negative or unclear answer, for example, play the following voice: "Please wait a moment while we are checking."

[0062] (S11: Generation of temporary data) Based on the text data, the request reception control device 1 generates temporary data. The temporary data is obtained by extracting necessary information from the text data of the voice spoken by user 15 in response to the voice from the request reception control device 1. The request reception control device 1 stores the generated temporary data in the temporary data DB23.

[0063] (Temporary data DB23) FIG. 6a is a schematic diagram showing an example of the data structure of the temporary data DB23. The temporary data DB23 shown in the figure summarizes information about the moving body (taxi) 12. For example, it includes information such as who, when, where, and how many, and for example, it is in the form of "phone number", "now", "○○○ in the Central Ward of Kobe City", "1". The temporary data DB23 includes, for example, the ID 23a of the user 15, the phone number 23b, the date and time 23c, the location 23d, and the number of units 23e. Note that other information may also be registered.

[0064] (S12: Response by Operator) The request reception control device 1 switches the communication line with the user 15 to the operator terminal 14.

[0065] (S13: Confirmation of Availability) When the request reception control device 1 determines in step S10 that the user 15 has made an affirmative utterance, it checks the reservation status of the target object information DB25 to see if there is an available taxi that can be dispatched immediately or if there is an available taxi at the date and time the user 15 wants to reserve. The request reception control device 1 may, for example, determine whether it can dispatch a vehicle to a predetermined location within a predetermined time, taking into account the position information 25b (see FIG. 7a).

[0066] (Target Object Information DB25) FIG. 7a is a schematic diagram showing an example of the data structure of the target object information DB25. The target object information DB25 shown in the figure summarizes information about the moving body (taxi) 12. The target object information DB25 includes, for example, the ID 25a which is the identification number of the moving body 12, the current position 25b, the reservation status 25c, and the type 25d of the moving body. Note that other information may also be registered.

[0067] As a result of checking the reservation status of the target object information DB25, if the request reception control device 1 finds that there is no available taxi that can be dispatched immediately or that there is no available taxi at the reservation date and time desired by the user 15, it switches the communication line with the user 15 to the operator terminal 14 and ends the program 36.

[0068] (S14: When there is an empty vehicle) If the reservation status in the object information DB25 is checked and it is determined that there is an empty vehicle available for vehicle allocation or reservation, the request reception control device 1 plays the following voice automatically. "Thank you for your order. Please hang up and wait."

[0069] (S15: Order data DB23) The request reception control device 1 stores the temporary data 8a as order data 20a in the order data DB23. Other elements may be added and used as the order data 20a as well.

[0070] [5. Other embodiments] Next, other embodiments of the system 10 will be described. The other embodiments described below are substantially the same as the system 10 described above, so the same reference numerals are given to the same parts and the description thereof is omitted.

[0071] (System 10a) The system 10a is a system for receiving restaurant reservations by phone. Different parts (program 36a) of the processing of the program 36 described above will be explained. The data structure of the user information DB28 when reserving a restaurant seat on a specified date and time is shown in Fig. 5b.

[0072] (User information DB28) Fig. 5b is a schematic diagram showing an example of the data structure of the user information DB28. The user information DB28 shown in the figure summarizes information about the user 12 who has made a restaurant reservation. The user information DB28 includes, for example, ID 28a, phone number 28b, name 28c, presence or absence of allergies 28d, etc. Other information may be registered as well.

[0073] (S3: Prompt for speaking) The request reception control device 1 outputs a guidance voice to the call line to prompt the user to speak. For example, the following guidance voice is played. "For reservation, please say 'Reservation', and for inquiries to the operator, please say 'Inquiry'."

[0074] (S4: Voice Recognition) The request reception control device 1 picks up the voice spoken by the user 15, converts the picked-up voice into text data, and recognizes it.

[0075] (S5: Can it respond automatically?) When the converted text data cannot be recognized as text corresponding to "reservation" or is recognized as text corresponding to "inquiry", the request reception control device 1 determines that automatic response is not possible, switches the call to the operator terminal 14, and ends the program 36. On the other hand, when the converted text data can be recognized as text corresponding to "reservation", it is determined that automatic response is possible, and the process proceeds to the next step S6.

[0076] (S6: Ask questions according to the reservation) When the converted text data is "reservation", the request reception control device 1 plays the following guiding voice for the user 15: "Please speak the reservation time, number of people, and your name."

[0077] (S7: Voice Recognition) When the user 15 responds to the above guiding voice, the request reception control device 1 picks up the voice spoken by the user 15, converts the picked-up voice into text data, and recognizes it.

[0078] (S8: Generation of voice for judgment) The request reception control device 1 generates voice for judgment based on the text data. For example, play the following voice for judgment: "Mr. / Ms. ○○, it's for 2 people at 12:00 on December 14th, right? If it's correct, please say 'yes', if it's wrong, please say 'no'." Note that the request reception control device 1 may refer to the user information DB 28 when generating the judgment voice 3a.

[0079] (S9: Judgment of yes or no) When user 15 responds to the above-mentioned judgment voice, the request reception control device 1 picks up the voice spoken by user 15, converts the picked-up voice into text data, and recognizes it. That is, if user 15 responds with "yes", it is determined as affirmative; if the response is "no", or it is a word different from both "yes" and "no", or voice recognition fails, it is determined as negative.

[0080] (S10: Automatic response to connect to the operator) When the request reception control device 1 determines that user 15 has given a negative or unclear answer, for example, it plays the following voice: "Please wait a moment while we are checking."

[0081] (S11: Generation of temporary data) The request reception control device 1 generates temporary data 8a based on text data 2a. The temporary data 8a is obtained by extracting necessary information from the text data 2a. The generated temporary data 8a is stored in the temporary data DB 26.

[0082] (Temporary data DB 26) Figure 6b is a schematic diagram showing an example of the data structure of the temporary data DB 26. The temporary data DB 26 shown in the figure summarizes information about the restaurant 12. For example, it includes details such as who, when, how many people, and what course, for example, in the form of "ID", "phone number", "12 / 14", "2", "A", etc. The temporary data DB 26 includes, for example, the ID 26a of user 15, the phone number 26b, the date and time 26c, the type of course 26d, and the number of people 26e. Other information may also be registered.

[0083] (S12: Response by the operator) The request reception control device 1 switches the call line with user 15 to the operator terminal 14.

[0084] (S13: Confirmation of availability) When the reception control device 1 determines in step S10 that the user 15 has made an affirmative utterance, it checks based on the object information DB29 whether there is availability at the desired date and time.

[0085] (Object Information DB29) FIG. 7b is a schematic diagram showing an example of the data structure of the object information DB29. The object DB29 shown in the figure summarizes information regarding the restaurant 12. The object information DB29 includes, for example, an ID 29a which is the identification number of the restaurant, a reservation date and time 29b, and a course content 29c. Note that other information may also be registered.

[0086] (S14: When there is availability) As a result of checking the reservation status of the object information DB25, when there is availability, the reception control device 1 plays the following voice through an automatic response. "Thank you for your order. Please hang up and wait."

[0087] (S15: Order Data DB27) The reception control device 1 stores the temporary data 8a as order data 20a in the order data DB27. Note that other elements may be added and used as the order data 20a.

[0088] (Modification Example) The system 10 can be used for various reservation systems by changing the object. In that case, a temporary data DB, an order data DB, a user information DB, and an object information DB based on the object 12 are prepared. For example, it is possible to make a reservation for a hotel room at a specified date and time.

[0089] [6. Others] Note that the present invention is not limited to the above-described embodiments, and may be a system in which the configurations described in the embodiments are appropriately combined, or may be a system in which some of the functions of the reception control devices 1 and 1a are distributed and realized by other external servers.

[0090] [7. Summary] (1) The call reception control device 1 is a call reception control device that determines a call to be switched to the operator terminal 14 among the received calls 6a. It includes a voice recognition unit 2 that converts the response voice 1a from the user 15 into text data 2a, a voice generation unit 3 that generates a judgment voice 3a based on the text data and for which the user is asked to answer yes or no, a judgment unit 4 that judges whether the user's response voice to the judgment voice is yes / no, a temporary data generation unit 8 that generates temporary data 8a based on the text data and transmits it to the operator terminal when the response voice is judged as no, and a switching unit 5 that switches the call to the operator terminal.

[0091] The response voice 1a of the user 15 is recognized as text data 2a, and a judgment voice 3a asking the user yes or no is generated. Since the user is asked whether the recognized content is correct, it is easy to judge whether there is a discrepancy in the call. If there is a discrepancy, the call is switched to the operator, reducing the burden on the operator. At that time, since the temporary data is transmitted to the operator terminal, it is easy to grasp the cause of the discrepancy.

[0092] (2) In such a call reception control device 1, after the response voice 4a is judged as yes, it further includes a second judgment unit 9 that judges whether it is possible to handle the content of the call notification 6a. When the second judgment unit judges no, the temporary data generation unit 8 generates temporary data 8a based on the text data 2a and transmits it to the operator terminal 14, and the switching unit 5 switches the call 1a to the operator terminal. Therefore, when necessary, while narrowing down the range that can be handled through a call with the operator, it is possible to determine a reservation, etc. This reduces the burden on the operator.

[0093] (3) Also, the request call 6a is for dispatching the mobile unit 12 to the user's home. It includes a storage unit 31 that stores user information 39 related to the user's phone number and home address, a second determination unit 9 that determines whether the request call 6a can be processed after determining that the response voice 4a is affirmative, and an order data generation unit 20 that generates order data 20a for dispatching to the home 17 based on the text data 2a when the second determination unit determines it is possible. Therefore, the dispatching to the home 17 is smooth.

[0094] (4) Also, the request call 6a is for dispatching the mobile unit 12 to a predetermined location. Since the second determination unit determines whether it is possible to dispatch the mobile unit 12 to the predetermined location within a predetermined time, the dispatching can be more efficient.

[0095] (5) Also, the request notification 6a is for reserving a seat or room at a desired date and time. Since the second determination unit 9 determines whether the reservation of the seat or room at the said date and time is possible, the reservation can be made efficiently.

Explanation of Reference Numerals

[0096] 1 Request Reception Control Device 1a Response Voice 2 Voice Recognition Unit 2a Text Data 3 Voice Generation Unit 3a Judgment Voice 3b Repetition Voice 3c Confirmation Voice 4 Judgment Unit 4a Answer Voice 5 Switching Unit 6 Reception Unit 6a Request Call 7 Automatic Response Unit 8 Temporary Data Generation Unit 8a Temporary Data 9 Second Judgment Unit 10, 10a System 11 Communication Terminal 12 Object (mobile unit, restaurant, etc.) 13 Operator 14 Operator Terminal 15 User 16 User terminal 17 Home (registered address) 18 Communication network 20 Order data generation unit 20a Order data 21 Registration unit 22 Temporary data DB 23 Order data DB 24 User information DB 25 Object information DB 26 Temporary data DB 27 Order data DB 28 User information DB 29 Object information DB 30 CPU 31 Memory 32 Recording device 33 Connection port 34 Communication circuit 35 Bus line 36 Program 37 Browser program 38 OS 39 User information 40 Object information

Claims

1. A request reception control device that determines a call to be switched to an operator terminal among requests for calls, comprising: a voice recognition unit that converts a response voice from a user into text data; a voice generation unit that generates a determination voice for causing the user to answer yes or no based on the text data; a determination unit that determines whether the user's response voice to the determination voice is yes / no; a temporary data generation unit that generates temporary data based on the text data and transmits the temporary data to the operator terminal when the response voice is determined to be no; a switching unit that switches the call to the operator terminal.

2. Further comprising a second determination unit that determines whether it is possible to handle the content of the requested call after determining that the response voice is yes, wherein, when the second determination unit determines no, the temporary data generation unit generates temporary data based on the text data and transmits the temporary data to the operator terminal, and the switching unit switches the call to the operator terminal. The request reception control device according to claim 1.

3. The requested call is about dispatching a moving body to the user's home, a storage unit that stores user information related to the user's phone number and home address; a second determination unit that determines whether it is possible to handle the request content after determining that the response voice is yes; The request reception control device according to claim 1, further comprising an order data generation unit that generates order data for dispatching a vehicle to the home based on the text data when the second determination unit determines yes.

4. The requested call is about dispatching a moving body to a predetermined location, wherein the second determination unit determines whether it is possible to dispatch the moving body to the predetermined location within a predetermined time. The request reception control device according to claim 2.

5. The requested call is about reserving a seat or a room at a specified date and time, wherein the second determination unit determines whether it is possible to reserve the seat or the room at the specified date and time. The request reception control device according to claim 2.

6. A program for switching a requested call from a user to an operator terminal, causing a computer to convert a response voice from the user into text data, generate a determination voice for causing the user to answer yes or no based on the text data, determine whether the user's response voice to the determination voice is yes / no, ​ When it is determined that the response voice is not present, provisional data based on the text data is generated and sent to the operator terminal, A request reception control program that causes the call to be switched to the operator terminal.

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