Response experience system

Abstract

To provide a response experience system being usable as a tool truly useful for response education.SOLUTION: A response experience system 1 includes: an image providing unit 11 causing a display unit 21 of a terminal 20 to display an image of a virtual customer P1, etc., as a virtual counterparty to be served; an option receiving unit 12 for receiving a selected one of a plurality of different options C1 to C5, etc. for responding to the virtual customer P1, etc., as the virtual counterparty; a storage unit 13 for storing the options C1 to C5, etc., evaluation scores as evaluation degrees thereof, and images of expressions of the virtual customer P1, etc., as the virtual counterparty respectively corresponding to the options C1 to C5, etc.; and a control unit 14 for integrally controlling all the units.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to a response experience system for providing a pseudo-response experience such as customer service to a respondent such as a customer.

Background Art

[0002] Conventionally, for example, customer service education for respondents such as customers by salesclerks in stores has generally been carried out by a lecturer using a dedicated textbook or showing a video of exemplary responses.

[0003] On the other hand, with the progress of technology, in recent years, technologies such as a response experience system that interacts with a virtual customer or the like as a respondent and provides a pseudo-response experience such as customer service to a salesclerk in a store have also been proposed (see Patent Document 1, etc.).

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0005] However, the conventional response experience system disclosed in Patent Document 1 described above still remains a technology that requires further improvement to be used as a tool that can truly serve response education, including the lack of a function to make an experiencer such as a salesclerk in a store feel the nuances of the interaction with a respondent such as a virtual customer.

[0006] Therefore, the present invention has been made in view of such circumstances, and an object thereof is to provide a response experience system that can be used as a tool that can truly serve response education.

Means for Solving the Problems

[0007] In order to achieve the above object, the invention according to claim 1 is a response experience system for giving a pseudo-response experience to a response target, including an image providing unit that displays an image of a virtual response target for response on a display unit of a terminal, a selection option receiving unit that receives one selected option from a plurality of different options for the response to the virtual response target output from the terminal, a storage unit that stores the options, the evaluation degrees of the options, and images of the expressions of the virtual response target corresponding to the options respectively, and a control unit that comprehensively controls the image providing unit, the selection option receiving unit, and the storage unit. The control unit extracts the image of the expression of the virtual response target corresponding to one option received by the selection option receiving unit from the storage unit, and causes the image providing unit to display the image on the display unit of the terminal. Subsequently, a plurality of different options for the response to the next virtual response target are output from the terminal, and finally, these evaluation degrees are calculated to obtain a total evaluation degree.

[0008] The invention according to claim 2 is the invention according to claim 1, further including a machine learning unit of artificial intelligence, and the storage unit stores the options, the evaluation degrees, and the images of the expressions of the virtual response target machine-learned by the machine learning unit.

[0009] The invention according to claim 3 is the invention according to claim 1 or 2, wherein the response experience is a customer service experience, and for each product handled in the customer service experience, the whole process from the beginning to the end of the customer service, or the customer service process divided into a plurality of stages from the beginning to the end can be experienced, and the control unit can calculate the respective total evaluation degrees.

[0010] The invention according to claim 4 is the invention according to claim 3, wherein the ranking of the total evaluation degrees obtained by the person who has experienced the customer service experience can be displayed on the display unit of the terminal according to each product handled, each stage of the customer service, or the overall ranking.

[0011] The invention according to claim 5 is the invention according to claim 3, characterized in that the product includes a service.

[0012] The invention according to claim 6 is the invention according to claim 1 or 2, characterized in that the options are listed and displayed in characters on the display unit of the terminal so as to be selectable.

[0013] The invention according to claim 7 is the invention according to claim 6, characterized by comprising a voice determination unit, and the voice determination unit determines an additional evaluation degree added to the evaluation degree of the expression by the utterance of reading out the option displayed in characters selected by the person experiencing the response acquired by the voice acquisition unit of the terminal.

[0014] The invention according to claim 8 is the invention according to claim 7, characterized by comprising an expression determination unit, and the expression determination unit determines an additional evaluation degree added to the evaluation degree of the expression by the expression on the face during the utterance of reading out the option by the person experiencing the response acquired by the face acquisition unit of the terminal.

[0015] The invention according to claim 9 is the invention according to claim 1 or 2, characterized by comprising a voice providing unit, and when the expression of the virtual response partner is displayed on the display unit of the terminal, the voice providing unit transmits an electrical signal of the utterance of the lines spoken by the virtual response partner and causes the voice conversion unit of the terminal to convert it into an utterance.

[0016] The invention according to claim 10 is the invention according to claim 1 or 2, characterized in that comments or advice stored in the storage unit according to the total evaluation score obtained for the result of the response to the response experience for the virtual response partner can be displayed on the display unit of the terminal.

[0017] The invention according to claim 11 is the invention according to claim 1 or 2, characterized in that the evaluation degree is an evaluation score.

Advantages of the Invention

[0018] According to the invention described in claim 1, the control unit extracts, from the storage unit, an image of the expression of the virtual respondent corresponding to one option received by the option reception unit, and causes the image providing unit to display it on the display unit of the terminal. Subsequently, the terminal outputs a plurality of different options for responses to the next virtual respondent, and finally calculates these evaluation degrees to obtain a total evaluation degree. As a result, the expression of the virtual respondent may change according to the response to the virtual respondent, and the experiencer can sense the nuances of the interaction with the virtual respondent, so it can be used as a tool that is truly useful for response education. Moreover, since a pseudo-response experience can be performed using the terminal owned by the experiencer, for example, an experiencer such as a salesperson in a store can easily receive response education such as customer service for a response partner such as a customer during free time, etc., and can polish response skills such as their own customer service skills.

[0019] According to the invention described in claim 2, it is equipped with a machine learning unit of artificial intelligence, and the storage unit stores the options, evaluation degrees, and images of the expressions of the virtual respondents learned by the machine learning unit. As a result, for example, these can be learned based on the responses of professionals in responses such as customer service, so the experiencer can obtain an effect equivalent to being educated by a professional in responses such as customer service.

[0020] According to the invention described in claim 3, the response experience is a customer service experience, and for each product handled in this customer service experience, it is possible to experience the whole from the beginning to the end of customer service, or step-by-step by dividing the whole from the beginning to the end of customer service into multiple stages, and the control unit can calculate the respective total evaluation degrees. As a result, the experiencer can experience and train and strengthen the parts where they want to polish their customer service skills more, for each product, as a whole or step-by-step.

[0021] According to the invention described in claim 4, the ranking of the total evaluation scores obtained by those who have had a customer service experience can be displayed on the display unit of the terminal for each product to be handled, for each stage of customer service, or for each comprehensive ranking. As a result, the experiencer can grasp their strengths and weaknesses from this ranking, so the weak points can be further strengthened through more experience training, and the strong points can serve as an encouragement when seen.

[0022] According to the invention described in claim 5, the product includes services. As a result, the experiencer can also experience customer service regarding, for example, mobile phone contracts, Internet subscriptions, and other various services.

[0023] According to the invention described in claim 6, the options are listed and displayed on the display unit of the terminal so that they can be selected in text. As a result, the experiencer can visually confirm and select the options that they think are appropriate, which is easy to understand.

[0024] According to the invention described in claim 7, it is provided with a voice determination unit, and this voice determination unit determines the additional evaluation degree added to the evaluation degree of the expression by the speech of reading out the options displayed in the characters selected by the person having the response experience acquired by the voice acquisition unit of the terminal. As a result, the experiencer can be evaluated not only on the selection of the options that they think are appropriate but also on the speech that they think is appropriate, so it can be used as a tool that is more useful for response education.

[0025] According to the invention described in claim 8, it is provided with an expression determination unit, and this expression determination unit determines the additional evaluation degree added to the evaluation degree of the expression by the expression during the speech of reading out the options of the person having the response experience acquired by the expression acquisition unit of the terminal. As a result, the experiencer can be evaluated not only on the selection and speech of the options that they think are appropriate but also on the expression that they think is appropriate, so it can be used as an even more useful tool for response education.

[0026] According to the invention described in claim 9, a voice providing unit is provided. When the expression of the virtual counterpart is displayed on the display unit of the terminal in this voice providing unit, an electrical signal of the speech of the lines spoken by the virtual counterpart is transmitted and converted into speech by the voice conversion unit of the terminal. As a result, the user can experience the interaction with the virtual counterpart not only by visually observing the lines spoken by the virtual counterpart but also by listening to the speech, so that the subtleties of the interaction with the virtual counterpart can be felt more keenly.

[0027] According to the invention described in claim 10, comments or advice stored in a storage unit according to the overall evaluation degree obtained for the result of the response in the response experience for the virtual counterpart can be displayed on the display unit of the terminal. As a result, the user can polish their response skills such as customer service skills by using this comment or advice as encouragement or reference.

[0028] According to the invention described in claim 11, the evaluation degree is an evaluation score. As a result, the response result can be judged easily and clearly.

Brief Description of the Drawings

[0029]

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Mode for Carrying Out the Invention

[0030] Hereinafter, embodiments of the present invention will be described with reference to the drawings. [Embodiment 1] First, Embodiment 1 of the present invention will be described. FIG. 1 is a block diagram showing a schematic configuration of a response experience system according to Embodiment 1 of the present invention.

[0031] As shown in FIG. 1, a response experience system 1 according to Embodiment 1 is a response experience system for giving a pseudo-response experience to a response partner, and is implemented via a network N such as the Internet between a server 10 which is a response experience device and a plurality of terminals 20, ···.

[0032] Note that a personal computer dedicated to the server or the like is preferably used for the server 10 which is a response experience device. Also, a smartphone, a tablet, or the like owned by an experiencer is preferably used for the terminal 20.

[0033] The server 10 which is a response experience device includes an image providing unit 11, a selection option receiving unit 12, a storage unit 13, a control unit 14, a machine learning unit 15, and a communication unit 19.

[0034] The image providing unit 11 is for displaying an image of a virtual response partner corresponding to the display unit 21 of the terminal 20.

[0035] The selection option receiving unit 12 is for receiving any one of a plurality of different selection options for responses to the virtual response partner selected on the display unit 21 of the terminal 20.

[0036] The storage unit 13 consists of a database or the like in which the selection options received by the selection option receiving unit 12, the evaluation scores of these selection options, and images of the expressions of the virtual response partners corresponding to these selection options are stored.

[0037] The control unit 14 is composed of a central processing unit or the like that comprehensively controls the image providing unit 11, the option receiving unit 12, the storage unit 13, and the like.

[0038] The machine learning unit 15 is a machine learning unit of artificial intelligence. In this machine learning unit 15, the respective correspondence relationships between the options to be stored in the storage unit 13 and the evaluation scores, and the respective correspondence relationships between these options and the images of the expressions of the virtual response partner are learned.

[0039] The communication unit 19 is for performing communication of data and electrical signals with the communication unit 25 of the terminal 20.

[0040] Hereinafter, based on the flowchart illustrated in FIG. 2, as an example, the specific configuration of the customer experience when selling home appliances and the like in a home appliance mass retailer will be described.

[0041] First, the experiencer launches the icon of this response experience system 1 from the home screen of the display unit 21 of the terminal 20.

[0042] Then, on the display unit 21 of the terminal 20, as the first screen, a selection screen for a situation of responding to a virtual customer who is a virtual response partner is displayed.

[0043] Then, the experiencer selects, from the display unit 21, a situation stored in the storage unit 13 and output from the image providing unit 11, such as the season, time zone, weather, etc. for responding to a virtual customer who is a virtual response partner (step S1).

[0044] Specifically, as this situation, for example, as shown in FIG. 3, midday 31 on a general sunny day, as shown in FIG. 4, midday 32 on a sunny day in summer, as shown in FIG. 5, midday 33 on a rainy day in spring, as shown in FIG. 6, night 34 on a sunny day in spring, as shown in FIG. 7, midday 35 on a snowy day in winter, etc. are displayed on the display unit 21 of the terminal 20. These various different situations as shown in FIGS. 3 to 7 are displayed by sliding with a finger. Then, when the start button 30 is pressed with a finger, it is selected.

[0045] Here, as an example, the case where the midday 33 on a spring rainy day in FIG. 5 is selected and started will be described.

[0046] Note that the selection method of the selection screen for the situation of dealing with a virtual customer who is a virtual response partner is not the above-described slide-type selection method, but rather, as shown in FIGS. 3 to 7, the selection screens of a plurality of various situations are reduced and arranged, and it may be implemented as a pick-up type selection method or the like in which an arbitrary one is picked up and selected from those displayed on one screen.

[0047] Also, for example, with a general sunny day midday 31 as shown in FIG. 3 as the default setting, it is also possible to implement it without much consideration of situations such as the season, time zone, weather, etc. for dealing with a virtual customer who is a virtual response partner.

[0048] Subsequently, a selection screen for a virtual customer who is a virtual response partner is displayed on the display unit 21 of the terminal 20.

[0049] Then, the experiencer selects a virtual customer who is a target virtual response partner stored in the storage unit 13 and output from the image providing unit 11 from among those displayed on the display unit 21 (step S2).

[0050] Specifically, as the virtual customer who is this target virtual response partner, for example, as shown in FIG. 8, a virtual customer P1 of a woman in her 30s, as shown in FIG. 9, a virtual customer P2 of a man in his 20s, as shown in FIG. 10, a virtual customer P3 of a man in his 50s, etc. are displayed on the display unit 21 of the terminal 20. These virtual customers P1 to P3 who are different virtual response partners as shown in FIGS. 8 to 10 are displayed by sliding with a finger. Then, when the button 40 for calling out to the customer is pressed with a finger, it is selected.

[0051] Note that the selection method for the selection screen of the virtual customer, who is the virtual response partner, is not the slide-type selection method described above. Instead, it may be implemented as a pick-up type selection method or the like in which the selection screens of a plurality of various virtual customers P1 to P3 shown in FIGS. 8 to 10 are reduced and arranged, and any one is picked up and selected from those displayed on one screen.

[0052] Here, as an example, the case where the virtual customer P1, a woman in her 30s, is selected and the process is started will be described.

[0053] Subsequently, when the experiencer presses the button 41 for scenario selection, a pull-down menu consisting of various product items is displayed. From these items, the target product stored in the storage unit 13 is selected (step S3).

[0054] Here, as an example, the case where a refrigerator is selected as the target product will be described.

[0055] Note that the target product is not limited to home appliances, etc., and includes, for example, mobile phone contracts, Internet subscriptions, and other various services.

[0056] Also, when a product is pressed and selected with a finger, a further pull-down menu consisting of items of the types of reception experiences, which are various response experiences that can be experienced, is displayed. From these items, for each product handled in this reception experience that has already been selected, the entire reception experience from the beginning to the end of the customer service, or the step-by-step reception experience in which the entire process from the beginning to the end of the customer service is divided into multiple steps, is selected. That is, not only the entire reception experience from the beginning to the end of the customer service for the virtual customer P1, etc., but also, for example, the access stage of introducing the product when contacting the virtual customer P1, etc., and the closing stage where it is determined whether the product can be sold to the virtual customer P1, etc., can be individually experienced.

[0057] Here, as an example, the case where the entire process from the beginning to the end of the customer service is selected will be described.

[0058] Select the refrigerator, which is the product handled in this customer experience, from the pull-down menu. Then, select and press the entire process from the beginning to the end of customer service from the further pull-down menu. As shown in FIG. 11, on the display unit 21 of the terminal 20, a virtual customer P1, who is a virtual response partner standing in front of the refrigerator corner and stored in the storage unit 13 and output from the image providing unit 11, and a plurality of different options C1 to C5 for selecting what kind of response is appropriate for this virtual response partner, the virtual customer P1, are displayed (step S4).

[0059] Here, the options C1 to C5 are listed and displayed in characters so that they can be selected on the display unit 21 of the terminal 20.

[0060] Subsequently, the experiencer presses and selects one that he / she thinks is appropriate from the plurality of different options C1 to C5 to respond to the virtual customer P1, who is a virtual response partner (step S5). Then, this one option is received by the option reception unit 12.

[0061] Here, specifically, looking at the contemplative expression of the virtual customer P1, who is a virtual response partner, the case where the experiencer selects and responds, thinking that "Welcome. Good morning. Thank you for coming to the store despite the slippery floor. Are you having trouble with the refrigerator?" in option C1 is explained.

[0062] At this time, corresponding evaluation scores are given to the option C1 selected by the experiencer and the other options C2 to C5, and these evaluation scores are also stored in the storage unit 13.

[0063] Subsequently, changes in the expression of the virtual customer P1, who is a virtual response partner corresponding to the response by this experiencer, actions such as gestures, and replies as reactions come back (step S6).

[0064] At this time, the control unit 14 of the server 10 extracts an image of the expression of the virtual customer P1, which is the virtual response partner corresponding to one option C1 received by the option reception unit 12, from the storage unit 13, and the image providing unit 11 performs a process of displaying it on the display unit 21 of the terminal 20.

[0065] Here, specifically, as shown in FIG. 12, the virtual customer P1, who is the virtual response partner, has a confused expression, and the reply line L1 of "Yes, that's right. It suddenly broke..." comes back.

[0066] That is, the experiencer looks at the expression of the virtual customer P1, who is the virtual response partner, and also considers the mood and feelings of the virtual customer P1, who is the virtual response partner and may not be observable only by words, and then interacts with the virtual customer P1, who is the virtual response partner, in the future.

[0067] Note that the image data of the expressions of the virtual customer P1, who is the virtual response partner, stored in the storage unit 13 includes various ones such as the face in the normal state, the face in the confused state, the face in the moment of inspiration, the smiling face, the indifferent face, and the displeased face, as shown in FIG. 13.

[0068] Also, the image data of the expressions of the virtual customer P2, who is the virtual response partner, stored in the storage unit 13 includes various ones such as the face in the normal state, the face in the confused state, the face in the moment of inspiration, the smiling face, the indifferent face, and the displeased face, as shown in FIG. 14.

[0069] Also, the image data of the expressions of the virtual customer P3, who is the virtual response partner, stored in the storage unit 13 includes various ones such as the face in the normal state, the face in the confused state, the face in the moment of inspiration, the smiling face, the indifferent face, and the displeased face, as shown in FIG. 15.

[0070] Then, when the experiencer presses the Next button 50 in Fig. 12 with a finger, as shown in Fig. 16, on the display unit 21 of the terminal 20, a virtual customer P1, who is a virtual response partner standing in front of the refrigerator corner and stored in the storage unit 13 and output from the image providing unit 11, and a plurality of further different options C11 to C15 for selecting what kind of response is appropriate for this virtual customer P1 as the virtual response partner are displayed.

[0071] Here, specifically, for the virtual customer P1, who is a virtual response partner with a confused expression, the case where the experiencer selects and responds, thinking that Option C12, "How many years have you been using the current refrigerator? Do you have the manual? If you like, I can check it for you.", is appropriate will be described.

[0072] Then, as shown in Fig. 17, the virtual customer P1, who is the virtual response partner, assumes a normal expression, and a reply line L2, "Well, it's about 12 years. I still don't understand even after looking at the manual...", comes back.

[0073] Then, when pressing the Next button 50 in Fig. 17 with a finger, a plurality of further different options are displayed, and until the final result is obtained, such an interaction with the virtual customer P1, who is the virtual response partner, is repeated (Step S7).

[0074] For example, Fig. 18 shows a case where, when the virtual customer P1, who is the virtual response partner, desires to replace the refrigerator, on the display unit 21 of the terminal 20, a virtual customer P1, who is the virtual response partner with a normal expression, and a plurality of options C22 to C24 for selecting what kind of response is appropriate when confirming the type of the newly desired refrigerator to be purchased are displayed.

[0075] And as the end of the interaction with the virtual customer P1, who is the virtual response partner, as shown in Fig. 19, a final screen of the response by customer service is displayed on the display unit 21 of the terminal 20.

[0076] Note that, in the final screen of the customer service response shown in Fig. 19, it shows the case where the virtual customer P1, who is the virtual response partner, happily purchases the refrigerator with a smiling expression.

[0077] When the next button 60 on this final screen is pressed with a finger, as shown in Fig. 20, the training result as the response result stored in the storage unit 13 and output from the image providing unit 11, and the comment 70 for this training result are displayed (step S8).

[0078] Note that this comment 70 is about a text like a simple encouragement, etc., but instead of this comment 70, it may be implemented so that advice on which parts are weak and should be strengthened, etc. can be displayed.

[0079] Also, as shown in the lower part of Fig. 20, when the product handled in this customer service experience, which is the customer service experience, is a refrigerator and the entire process from the beginning to the end of the customer service is selected, the ranking of the total evaluation score obtained is displayed, and it can be seen that the ranking of this experiencer is in the second place (step S8).

[0080] Note that the ranking of the obtained evaluation score can be displayed on the display unit 21 of the terminal 20 for each product handled, for each stage of the customer service, and for each comprehensive ranking, with the total evaluation score obtained stored in the storage unit 13 being output from the image providing unit 11 by the control unit 14.

[0081] Also, the ranking of the total evaluation score obtained may be displayed on the display unit 21 of the terminal 20 for each branch of the company operating the actual store, for each comprehensive ranking of all stores, etc.

[0082] Also, the experiencer can also check a list of histories of items that have not been experienced, items that have been acquired with a full score, etc. in the experienced items.

[0083] Furthermore, for each item experienced, the experiencer can view a series of records of their selected responses and the replies of the virtual customer, who is the virtual response partner, corresponding to those responses, and can thus review the scenarios they have experienced.

[0084] Here, as described above, the machine learning unit 15 is a machine learning unit of artificial intelligence. In this machine learning unit 15, the respective correspondence relationships between the options to be stored in the storage unit 13 and the evaluation scores, and the respective correspondence relationships between these options and the images of the expressions of the virtual customers who are the response partners, etc. are learned.

[0085] As this learning method, the respective correspondence relationships between the options to be stored in the storage unit 13 and the evaluation scores, and the respective correspondence relationships between these options and the images of the expressions of the virtual customers who are the response partners, etc. may be learned using, as a standard with a perfect score, the responses of customer service professionals, who are a plurality of response professionals, to customers.

[0086] According to the response experience system 1 according to the first embodiment described above, the control unit 14 extracts, from the storage unit 13, the images of the expressions of the virtual customers P1, etc., who are the response partners corresponding to one option C1, etc. received by the option reception unit 12, and causes the image providing unit 11 to display them on the display unit 21 of the terminal 20. Subsequently, a plurality of different options C11 to C15, etc. for the response to the next virtual customer P1, etc., who is the response partner, are displayed on the display unit 21 of the terminal 20, and finally, these evaluation scores are calculated to obtain the total evaluation score. As a result, the expressions of the virtual customers P1, etc., who are the response partners, may change according to the responses to the virtual customers P1, etc., who are the response partners, and the experiencer can sense the nuances of the interaction with the virtual customers P1, etc., who are the response partners. Therefore, it can be used as a tool that is truly useful for response education. Moreover, since a pseudo-response experience can be performed using the terminal 20 owned by the experiencer, for example, an experiencer such as a salesperson in a store can easily receive response education for response partners such as customers during their free time, etc., and can polish their customer service skills, which are their own response skills.

[0087] Moreover, according to the response experience system 1 according to Embodiment 1, it includes a machine learning unit 15 of artificial intelligence. In the storage unit 13, options C1 to C5 and the like machine-learned by the machine learning unit 15, their evaluation scores, and images of the expressions of virtual customers P1 and the like who are the response counterparts are stored. Thereby, for example, since these can be learned based on the responses of customer service professionals who are professionals in responses, the experiencer can obtain the same effect as being educated by a customer service professional who is a professional in responses.

[0088] Moreover, according to the response experience system 1 according to Embodiment 1, the response experience is a customer service experience. For each product handled in this customer service experience, the entire process from the beginning to the end of customer service, or the stages divided into multiple stages from the beginning to the end of customer service, can be experienced, and the control unit 14 can calculate the total evaluation score for each. Thereby, the experiencer can experience and train and strengthen the parts where they want to improve their customer service skills for each product, either as a whole or by stage.

[0089] Moreover, according to the response experience system 1 according to Embodiment 1, the ranking of the total evaluation scores obtained by the experiencer can be displayed on the display unit 21 of the terminal 20 for each product handled, for each stage of customer service, or for each comprehensive ranking. Thereby, the experiencer can grasp their strengths and weaknesses from this ranking, so the weak points can be further strengthened through experience training, and the strong points can be used as motivation by seeing them.

[0090] Moreover, according to the response experience system 1 according to Embodiment 1, the product includes services. Thereby, the experiencer can also experience customer service related to, for example, mobile phone contracts, Internet subscriptions, and other various services.

[0091] Moreover, according to the response experience system 1 according to Embodiment 1, options C1 to C5 and the like are listed and displayed on the display unit 21 of the terminal 20 so that they can be selected in text. Thereby, the experiencer can visually confirm and select options C1 to C5 and the like that they think are appropriate, which is easy to understand.

[0092] Furthermore, according to the response experience system 1 according to the first embodiment of the present invention, the comment 70 or advice stored in the storage unit 13 according to the total evaluation score obtained for the result of the response experience for the virtual customer P1 or the like, which is the virtual response partner, can be displayed on the display unit 21 of the terminal 20. Thereby, the experiencer can polish his / her customer service skills, which are his / her response skills, using this comment 70 or advice as encouragement or reference. [Embodiment 2] Next, a second embodiment of the present invention will be described. FIG. 21 is a block diagram showing a schematic configuration of the response experience system according to the first embodiment of the present invention. The difference between the response experience system 1 according to the second embodiment and the response experience system 1 according to the above-described first embodiment is mainly that the server 10, which is a response experience device, further includes a voice determination unit 16, a facial expression determination unit 17, and a voice providing unit 18, and the terminal 20,... further includes a voice acquisition unit 22, a facial expression acquisition unit 23, and a voice conversion unit 24. Therefore, mainly the points will be described, and the same components will be denoted by the same reference numerals and the description thereof will be omitted.

[0093] In the response experience system 1 according to the second embodiment, as shown in FIG. 21, as described above, to the configuration of the response experience system 1 according to the first embodiment, the server 10, which is a response experience device, further includes a voice determination unit 16, a facial expression determination unit 17, and a voice providing unit 18, and the terminal 20,... further includes a voice acquisition unit 22, a facial expression acquisition unit 23, and a voice conversion unit 24.

[0094] The voice determination unit 16 is a voice confirmation device that applies, for example, voice analysis technology or the like that can confirm the degree of coincidence such as the intonation between the voice that serves as a criterion for determining an additional evaluation score to be added to the above-described evaluation score for the expression by the utterance that the experiencer who read out the options C1 to C5 or the like displayed in characters selected by the experiencer acquired by the voice acquisition unit 22 such as the microphone of the terminal 20 thinks is appropriate and the voice of the experiencer.

[0095] The expression determination unit 17 is an expression confirmation device that applies, for example, an expression recognition technique that can confirm the degree of coincidence such as changes between the expression serving as the criterion for determining the additional evaluation score added to the above-described evaluation score of the expression by the expression of the experiencer who thinks the experiencer's expression during the readout speech of options C1 to C5, etc., acquired by the expression acquisition unit 23 such as the front camera of the terminal 20, and the expression of the experiencer.

[0096] Regarding the relationship between the expression by the speech determined by the voice determination unit 16 and the additional evaluation score, and the relationship between the expression by the expression determined by the expression determination unit 17 and the additional evaluation score, the machine learning unit 15 of the artificial intelligence can also be trained with the criterion of giving full marks to the responses of the customer service professionals who are multiple response professionals as the standard.

[0097] In the response experience system 1 according to the above-described Embodiment 1, the evaluation score was given to the experiencer only by the selection of options C1 to C5, etc. However, in the response experience system 1 according to the present Embodiment 2, there are an additional evaluation score for the expression by speech and an additional evaluation score for the expression by the expression during speech. Therefore, for example, the evaluation score by the selection of the option may be allocated 70% of the scoring, the additional evaluation score for the expression by speech may be allocated 15% of the scoring, and the additional evaluation score for the expression by the expression during speech may be allocated 15% of the scoring, and when everything goes well, the whole may be implemented with a full score of 100 points.

[0098] When the expression of the virtual customer P1, which is the virtual response partner, etc. is displayed on the display unit 21 of the terminal 20, the voice providing unit 18 transmits the electrical signal of the speech uttered by the virtual customer P1, which is the virtual response partner, etc. to be displayed on the display unit 21 of the terminal 20 stored in the storage unit 13, and causes the voice conversion unit 24 such as the speaker of the terminal 20 to convert it into speech.

[0099] That is, according to the response experience system 1 according to the second embodiment, the voice determination unit 18 determines an additional evaluation score to be added to the evaluation score of the expression by the speech in which the options C1, etc. displayed with the characters selected by the experiencer acquired by the voice acquisition unit 22 of the terminal 20 are read out. As a result, the experiencer is evaluated not only for selecting options C1, etc. that are considered appropriate, but also for the speech that is considered appropriate, so that it can be used as a tool that is more useful for response education.

[0100] Also, according to the response experience system 1 according to the second embodiment, the expression determination unit 23 determines an additional evaluation score to be added to the evaluation score of the expression by the expression during the read-out speech of the options C1, etc. of the experiencer acquired by the expression acquisition unit 23 of the terminal 20. As a result, the experiencer is evaluated not only for selecting and speaking options C1, etc. that are considered appropriate, but also for the expression that is considered appropriate, so that it can be used as a tool that is even more useful for response education.

[0101] Also, according to the response experience system 1 according to the second embodiment, when the expressions of the virtual customers P1, etc. who are virtual response partners are displayed on the display unit 21 of the terminal 20, the voice providing unit 18 transmits an electrical signal of the speech such as the lines L1, etc. uttered by the virtual customers P1, etc. who are virtual response partners, and causes the voice conversion unit 24 of the terminal 20 to convert it into speech. As a result, the experiencer can experience the interaction with the virtual customers P1, etc. who are virtual response partners not only by visually seeing the lines L1, etc. uttered by the virtual customers P1, etc. who are virtual response partners, but also by listening to the speech, so that the subtleties of the interaction with the virtual customers P1, etc. who are virtual response partners can be felt more.

[0102] The embodiments described above are examples of the present invention, and it goes without saying that the present invention is not limited to only the above embodiments. That is, various changes can be made to the specific configurations and specific procedures of the above embodiments without departing from the gist of the present invention.

[0103] In the above-described embodiment, as a response experience, the experience of interacting with customers when selling home appliances and the like at a home appliance mass retailer was exemplified. However, the present invention is not limited to this. For example, the present invention can be applied to and implemented in various interaction experiences such as the experience of interacting with customers when selling furniture and the like at a furniture mass retailer, or the experience of interacting with customers when providing financial services and the like at a financial institution or the like.

[0104] Furthermore, in the above-described embodiment, as a response experience, only the experience of interacting with customers was exemplified. However, the present invention is not limited to this. For example, in a business scene, the present invention may be applied to and implemented in various response experiences such as the response experience when a subordinate interacts with a superior or the response experience when a superior interacts with a subordinate.

[0105] Also, in the above-described embodiment, the options corresponding to the responses to the virtual customer P1 and the like as the virtual response partner were the options C1 to C5 and the like displayed on the display unit 21 of the terminal 20. However, the present invention is not limited to this. For example, it may be implemented as options such as voice output from the terminal 20.

[0106] Furthermore, in the above-described embodiment, the degree of evaluation corresponding to the options C1 to C5 and the like was used as the evaluation score. However, the present invention is not limited to this. For example, double circles, circles, triangles, crosses, etc. may be used as the degree of evaluation.

Explanation of Reference Numerals

[0107] 1 Response Experience System 10 Server (Response Experience Device) 11 Image Providing Unit 12 Option Receiving Unit 13 Storage Unit 14 Control Unit 15 Machine Learning Unit 16 Voice Judgment Unit 17 Facial Expression Judgment Unit 18 Voice Providing Unit 19 Communication Unit 20 Terminal 21 Display Unit 22 Voice Acquisition Unit 23 Facial Expression Acquisition Unit 24 Voice Conversion Unit 25 Communication Unit 30 Start button 31 Midday on a typical sunny day (Situation) 32 Midday on a sunny day in summer (Situation) 33 Midday on a rainy day in spring (Situation) 34 Night on a sunny day in spring (Situation) 35 Midday on a snowy day in winter (Situation) 40 Button to address the customer 41 Button to go to scenario selection 50 Next button 60 Next button 70 Comment N Network P1, P2, P3 Virtual customers (virtual counterparts) C1~C5 Options C11~C15 Options C21~C24 Options L1, L2 Lines

Claims

1. A response experience system for providing a pseudo-response experience to a response partner, comprising: an image providing unit that displays an image of a virtual response partner on a display unit of a terminal; a selection option receiving unit that receives one selected option from a plurality of different options for responding to the virtual response partner output from the terminal; a storage unit that stores the options, the evaluation degrees of the options, and images of the expressions of the virtual response partner corresponding to the options respectively; a control unit that comprehensively controls the image providing unit, the selection option receiving unit, and the storage unit, wherein the control unit extracts the image of the expression of the virtual response partner corresponding to one option received by the selection option receiving unit from the storage unit, and causes the image providing unit to display the image on the display unit of the terminal, and then outputs a plurality of different options for responding to the next virtual response partner from the terminal, and finally calculates these evaluation degrees to obtain an overall evaluation degree. A response experience system characterized by the above configuration.

2. The response experience system according to claim 1, further comprising a machine learning unit of artificial intelligence, wherein the storage unit stores the options, the evaluation degrees, and the images of the expressions of the virtual customer learned by the machine learning unit.

3. The response experience is a customer service experience, and for each product handled in the customer service experience, the entire process from the beginning to the end of the customer service, or the customer service process divided into multiple stages from the beginning to the end, can be experienced. The control unit can calculate the respective overall evaluation degrees. The response experience system according to claim 1 or 2, characterized by the above.

4. The response experience system according to claim 3, wherein the ranking of the overall evaluation degrees obtained by the person who has experienced the customer service can be displayed on the display unit of the terminal for each product handled, for each stage of the customer service, or for the overall ranking.

5. The response experience system according to claim 3, wherein the product includes services.

6. The response experience system according to claim 1 or 2, wherein the options are listed and displayed on the display unit of the terminal in a manner that can be selected by characters.

7. A response experience system according to claim 6, comprising a voice determination unit, wherein the voice determination unit determines an additional evaluation degree added to the evaluation degree of an expression by a speech in which the options displayed in characters selected by the person having the response experience acquired by the voice acquisition unit of the terminal are read out.

8. A response experience system according to claim 7, comprising an expression determination unit, wherein the expression determination unit determines an additional evaluation degree added to the evaluation degree of an expression by an expression during the reading speech of the options of the person having the response experience acquired by the expression acquisition unit of the terminal.

9. A response experience system according to claim 1 or 2, comprising a voice providing unit, wherein when the expression of the virtual response partner is displayed on the display unit of the terminal, the voice providing unit transmits an electrical signal of a speech of a line spoken by the virtual response partner and causes the voice conversion unit of the terminal to convert it into speech.

10. A response experience system according to claim 1 or 2, wherein a comment or advice stored in the storage unit according to the total evaluation score obtained for the result of the response of the response experience to the virtual response partner can be displayed on the display unit of the terminal.

11. The response experience system according to claim 1 or 2, wherein the evaluation degree is an evaluation score.

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