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 response partner such as a customer.

Background Art

[0002] Conventionally, for example, response education for response partners such as customers by salespersons in stores has generally been carried out by a lecturer using a dedicated textbook or screening 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 response partner and provides a pseudo-response experience such as customer service to a salesperson 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 as 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 salesperson in a store feel the nuances of the interaction with a response partner 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 providing a pseudo-response experience to a response partner, comprising: an image providing unit that displays an image of a virtual response partner to be responded to 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; 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 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. Subsequently, a plurality of different options for responding to the next virtual response partner are output from the terminal, and finally, these evaluation degrees are calculated to obtain a total evaluation degree. The response experience is a response experience in a business scenario, and for each business scenario, the entire process from the beginning to the end of the response, or the process from the beginning to the end of the response segmented into multiple stages, can be experienced. The control unit is capable of obtaining each total evaluation degree.

[0008] The invention according to claim 2 is the invention 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 response partner 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 options are listed and displayed on the display unit of the terminal in a selectable manner by characters.

[0010] The invention according to claim 4 is the invention according to claim 3, further comprising a voice determination unit that determines an additional evaluation degree to be added to the evaluation degree of the expression by the speech of reading out the option displayed by the character selected by the person experiencing the response acquired by the voice acquisition unit of the terminal.

[0011] The invention according to claim 5 is the invention according to claim 4, further comprising an expression determination unit, wherein the expression determination unit determines an additional evaluation degree to be added to the evaluation degree of the expression by the expression during the reading-out speech of the option of the person having the response experience acquired by the expression acquisition unit of the terminal.

[0012] The invention according to claim 6 is the invention according to claim 1 or 2, further comprising an audio providing unit, wherein when the expression of the virtual response partner is displayed on the display unit of the terminal, the audio providing unit transmits an electrical signal of the speech of the lines spoken by the virtual response partner and causes the audio conversion unit of the terminal to convert it into speech.

[0013] The invention according to claim 7 is the invention according to claim 1 or 2, wherein comments or advice stored in the storage unit according to the total evaluation degree obtained for the result of the response to the response experience with respect to the virtual response partner can be displayed on the display unit of the terminal.

[0014] The invention according to claim 8 is the invention according to claim 1 or 2, wherein the evaluation degree is an evaluation score.

Advantages of the Invention

[0015] According to the invention described in claim 1, the control unit retrieves 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 responding 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.

[0016] Also, according to the invention described in claim 1, the response experience is a response experience in a business scenario, and for each of these business scenarios, the entire process from the beginning to the end of the response, or the response can be experienced step by step by dividing the process from the beginning to the end of the response into multiple stages, and the control unit can calculate the total evaluation degree for each. As a result, the experiencer can experience and train and strengthen the parts where they want to polish their response skills more, for each business scenario, either as a whole or step by step.

[0017] According to the invention described in claim 2, it is provided 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.

[0018] According to the invention described in claim 3, the options are listed and displayed on the display unit of the terminal in a selectable manner in characters. As a result, the experiencer can visually confirm and select the options that they think are appropriate, which is easy to understand.

[0019] According to the invention described in claim 4, a voice determination unit is provided, and this voice determination unit determines an 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 experiencing the response acquired by the voice acquisition unit of the terminal. As a result, the experiencer is evaluated not only for selecting the options that he / she thinks are appropriate but also for the speech that he / she thinks is appropriate, so it can be used as a tool that is more useful for response education.

[0020] According to the invention described in claim 5, a facial expression determination unit is provided, and this facial expression determination unit determines an additional evaluation degree added to the evaluation degree of the expression by the facial expression during the speech of reading out the options of the person experiencing the response acquired by the facial expression acquisition unit of the terminal. As a result, the experiencer is evaluated not only for selecting the options and making speeches that he / she thinks are appropriate but also for the facial expression that he / she thinks is appropriate, so it can be used as a tool that is even more useful for response education.

[0021] According to the invention described in claim 6, a voice providing unit is provided, and this voice providing unit transmits an electrical signal of the speech of the lines uttered by the virtual response partner when the facial expression of the virtual response partner is displayed on the display unit of the terminal, and causes the voice conversion unit of the terminal to convert it into speech. As a result, the experiencer can experience the interaction with the virtual response partner not only by visually seeing the lines uttered by the virtual response partner but also by listening to the speech, so the subtleties of the interaction with the virtual response partner can be felt more.

[0022] According to the invention described in claim 7, a comment or advice stored in a storage unit according to the total evaluation degree obtained for the response result of the response experience for the virtual response partner can be displayed on the display unit of the terminal. As a result, the experiencer can polish his / her response skills such as customer service skills by using this comment or advice as encouragement or reference.

[0023] According to the invention described in claim 8, the evaluation degree is an evaluation score. As a result, the response result can be judged clearly and easily.

Brief Description of the Drawings

[0024]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6

Figure 7

Figure 8

Figure 9

Figure 10

Figure 11

Figure 12

Figure 13

Figure 14

Figure 15

Figure 16

Figure 17

Figure 18

Figure 19

Figure 20

Figure 21

[0025] Hereinafter, embodiments of the present invention will be described with reference to the drawings. [First Embodiment]

[0026] First, the first embodiment of the present invention will be described. FIG. 1 is a block diagram showing the schematic configuration of a response experience system according to the first embodiment of the present invention.

[0027] As shown in FIG. 1, the response experience system 1 according to the first embodiment is a response experience system for providing a pseudo-response experience for 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, ···.

[0028] Note that a personal computer dedicated to the server or the like is preferably used as the server 10 which is a response experience device. Also, a smartphone, a tablet, or the like owned by the experiencer is preferably used as the terminal 20.

[0029] The server 10 which is a response experience device includes an image providing unit 11, an option receiving unit 12, a storage unit 13, a control unit 14, a machine learning unit 15, and a communication unit 19.

[0030] 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.

[0031] The option receiving unit 12 is for receiving any one of a plurality of different options for responses to the virtual response partner selected on the display unit 21 of the terminal 20.

[0032] The storage unit 13 consists of a database or the like that stores the options received by the option receiving unit 12, the evaluation scores of these options, and images of the expressions of the virtual response partners corresponding to these options respectively.

[0033] The control unit 14 consists of a central processing unit or the like that controls the image providing unit 11, the option receiving unit 12, the storage unit 13, etc. in an integrated manner.

[0034] 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 partners are learned.

[0035] The communication unit 19 is for performing communication of data and electrical signals with the communication unit 25 of the terminal 20.

[0036] Hereinafter, based on the flowchart illustrated in FIG. 2, as an example, the specific configuration of the reception experience when selling home appliances or the like in a home appliance mass retailer will be described.

[0037] 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.

[0038] Then, on the display unit 21 of the terminal 20, a selection screen for a situation of dealing with a virtual customer who is a virtual response partner is displayed as the first screen.

[0039] And the experiencer selects a situation stored in the storage unit 13 such as the season, time zone, weather, etc. for dealing with a virtual customer who is a virtual response partner and output from the image providing unit 11 from among those displayed on the display unit 21 (step S1).

[0040] 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 swiping with a finger. And when the start button 30 is pressed with a finger, it is selected.

[0041] Here, as an example, the case where selection starts by selecting midday 33 on a rainy day in spring in FIG. 5 will be described.

[0042] Note that the selection method of the selection screen for a situation of dealing with a virtual customer who is a virtual response partner is not the above-described slide-type selection method, but may be implemented as a pick-up type selection method in which selection screens of a plurality of various situations as shown in FIGS. 3 to 7 are reduced and arranged and an arbitrary one is picked up and selected from among those displayed on one screen.

[0043] Also, for example, with midday 31 on a general sunny day as shown in FIG. 3 as the default setting, it is also possible to implement 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.

[0044] Subsequently, a selection screen for a virtual customer, which is a virtual response partner, is displayed on the display unit 21 of the terminal 20.

[0045] Then, the experiencer selects a virtual customer, which 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).

[0046] Specifically, as virtual customers who are target virtual response partners, 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 various virtual customers P1 to P3, which are different virtual response partners as shown in FIGS. 8 to 10, are displayed by swiping with a finger. Then, when the button 40 for speaking to the customer is pressed with a finger, the selection is made.

[0047] Note that the selection method of the selection screen for the virtual customer who is a virtual response partner is not the above-described slide-type selection method, but may be implemented as a pick-up type selection method in which selection screens of a plurality of various virtual customers P1 to P3 as shown in FIGS. 8 to 10 are reduced and arranged, and an arbitrary one is picked up and selected from among those displayed on one screen.

[0048] Here, as an example, the case where the virtual customer P1 of a woman in her 30s is selected and started will be described.

[0049] Subsequently, when the experiencer presses the button 41 for scenario selection, a pull-down menu consisting of various product items is displayed. A target product stored in the storage unit 13 is selected from among these items (step S3).

[0050] Here, as an example, the case where a refrigerator is selected as the target product will be described.

[0051] 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.

[0052] In addition, when a product is selected by pressing it with a finger, a further pull-down menu consisting of items of the type of customer service experience, which are various response experiences that can be experienced, will be displayed. From among these items, for each product handled in this customer service experience that has already been selected, select the overall customer service experience from the beginning to the end of the customer service, or the step-by-step customer service experience that divides the entire process from the beginning to the end of the customer service into multiple steps. That is, not only the overall customer service experience from the beginning to the end for virtual customers such as virtual customer P1, but also, for example, the access stage of contacting virtual customers such as virtual customer P1 to introduce the product, and the closing stage where it is determined whether the product can be sold to virtual customers such as virtual customer P1, etc., can be individually experienced.

[0053] 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.

[0054] Select the refrigerator, which is the product handled in this customer service experience, from the pull-down menu, and then select and press the entire process from the beginning to the end of the customer service from the further pull-down menu. Then, as shown in FIG. 11, on the display unit 21 of the terminal 20, the virtual customer P1, who is the virtual response partner standing in front of the refrigerator corner 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).

[0055] Here, the options C1 to C5 are listed and displayed in a selectable manner by characters on the display unit 21 of the terminal 20.

[0056] Subsequently, the experiencer presses and selects one that is considered appropriate from among the plurality of different options C1 to C5 with a finger to respond to the virtual customer P1, who is the virtual response partner (step S5). Then, this one option is received by the option reception unit 12.

[0057] Here, specifically, when the experiencer sees the contemplative expression of the virtual customer P1, who is the virtual interaction partner, and selects and responds, thinking that Option C1, "Welcome. Good morning. Thank you for coming in despite the slippery floor. Were you having trouble with your refrigerator?" is appropriate, an explanation will be given.

[0058] At this time, corresponding evaluation scores are given to 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.

[0059] Subsequently, changes in the expression of the virtual customer P1, who is the virtual interaction partner corresponding to the response by this experiencer, actions such as gestures, and replies as reactions are received (Step S6).

[0060] At this time, the control unit 14 of the server 10 extracts an image of the expression of the virtual customer P1, who is the virtual interaction 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.

[0061] Here, specifically, as shown in FIG. 12, the virtual customer P1, who is the virtual interaction partner, has a confused expression, and a reply line L1, "Yes, that's right. It suddenly broke...", is received.

[0062] That is, the experiencer looks at the expression of the virtual customer P1, who is the virtual interaction partner, and also considers the mood and feelings of the virtual customer P1, who is the virtual interaction partner and may not be observable only by words, and conducts future exchanges with the virtual customer P1, who is the virtual interaction partner.

[0063] Note that the image data of the expression of the virtual customer P1, who is the virtual interaction partner stored in the storage unit 13, includes various types as shown in FIG. 13, such as a normal face, a confused face, a surprised face, a smiling face, an indifferent face, and a displeased face.

[0064] In addition, as shown in Fig. 14, the image data of the expressions of the virtual customer P2, who is a virtual response partner stored in the memory unit 13, also includes various types such as a normal face, a confused face, a surprised face, a smiling face, an indifferent face, and an irritated face.

[0065] In addition, as shown in Fig. 15, the image data of the expressions of the virtual customer P3, who is a virtual response partner stored in the memory unit 13, also includes various types such as a normal face, a confused face, a surprised face, a smiling face, an indifferent face, and an irritated face.

[0066] 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 memory 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.

[0067] 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 the option C12 "How many years have you been using the current refrigerator? Do you have the manual? If you'd like, I can check it for you." is appropriate will be described.

[0068] Then, as shown in Fig. 17, the virtual customer P1, who is a 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.

[0069] Then, when the Next button 50 in Fig. 17 is pressed 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 as the virtual response partner is repeated (step S7).

[0070] For example, FIG. 18 shows a case where when the virtual customer P1, who is a virtual counterpart, wishes to replace the refrigerator, a plurality of options C22 to C24 for selecting what kind of response is appropriate are displayed on the display unit 21 of the terminal 20 when checking the virtual customer P1, who is a virtual counterpart with a normal expression, and the type of the refrigerator to be newly purchased.

[0071] And as a conclusion of the interaction with the virtual customer P1, who is a virtual counterpart, as shown in FIG. 19, the final screen of the response by the customer service is displayed on the display unit 21 of the terminal 20.

[0072] Note that the final screen of the response by the customer service shown in FIG. 19 shows a case where the virtual customer P1, who is a virtual counterpart, happily purchases the refrigerator with a smiling expression.

[0073] 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 a comment 70 for this training result are displayed (step S8).

[0074] Note that this comment 70 is a text such as a simple encouragement, but instead of this comment 70, it may be implemented so that advice on which part is weak and should be strengthened is displayed.

[0075] Also, as shown in the lower part of FIG. 20, when the product handled in this 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).

[0076] 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, where the total evaluation score obtained and stored in the storage unit 13 is output from the image providing unit 11 by the control unit 14.

[0077] Also, the ranking of the total evaluation scores obtained may be displayed on the display unit 21 of the terminal 20 for each branch of the company operating the physical store, for the overall store comprehensive ranking, etc.

[0078] In addition, the experiencer can also check a list of histories such as items that have not been experienced or items that have been acquired with full marks in the experienced items.

[0079] Furthermore, for each of the items experienced, the experiencer can view a series of descriptions of their selected responses and the replies of the virtual customer, which is the virtual response partner, and can review the scenarios they have experienced.

[0080] 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 this option and the images of the expressions of the virtual customers who are the response partners, etc. are learned.

[0081] 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 this option and the images of the expressions of the virtual customers who are the response partners, etc. may be learned based on the criteria of regarding the responses of professional customer service staff, who are multiple professional responders, as full marks.

[0082] According to the response experience system 1 according to the first embodiment described above, the control unit 14 extracts, from the storage unit 13, an image of the expression of the virtual customer P1 or the like, which is the response partner corresponding to one option C1 or the like received by the option reception unit 12, and the image providing unit 11 displays it on the display unit 21 of the terminal 20. Subsequently, a plurality of different options C11 to C15 or the like for responding to the virtual customer P1 or the like, which is the next response partner, are displayed on the display unit 21 of the terminal 20, and finally, these evaluation scores are calculated to obtain a total evaluation score. As a result, the expression of the virtual customer P1 or the like, which is the response partner, may change according to the response to the virtual customer P1 or the like, which is the response partner, and the experiencer can sense the nuances of the interaction with the virtual customer P1 or the like, which is the response partner. 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 a response partner such as a customer during free time or the like, and can polish their customer service skills, which are their own response skills.

[0083] Further, according to the response experience system 1 according to the first embodiment, it includes a machine learning unit 15 of artificial intelligence, and the storage unit 13 stores options C1 to C5 or the like machine-learned by the machine learning unit 15, their evaluation scores, and images of the expressions of the virtual customer P1 or the like, which are the response partners. As a result, for example, these can be learned based on the customer service responses of professional customer service personnel who are professionals in responses. Therefore, the experiencer can obtain the same effect as being educated by a professional customer service person who is a professional in responses.

[0084] Further, according to the response experience system 1 according to the first embodiment, the response experience is a customer service experience, and for each product handled in this customer service experience, it is possible to experience the entire process from the beginning to the end of customer service, or in stages by dividing the process from the beginning to the end of customer service into multiple stages, and the control unit 14 can calculate the respective total evaluation scores. As a result, the experiencer can experience and train and strengthen the areas where they want to polish their customer service skills more, for each product, either as a whole or in stages.

[0085] Also, according to the response experience system 1 according to the first embodiment, 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 to be handled, for each stage of customer service, or for each comprehensive ranking. As a result, the experiencer can grasp their own strengths and weaknesses from this ranking, so the weak points can be strengthened by more experience training, and the strong points can be seen as an encouragement.

[0086] Also, according to the response experience system 1 according to the first embodiment, 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.

[0087] Also, according to the response experience system 1 according to the first embodiment, options C1 to C5, etc. are listed and displayed on the display unit 21 of the terminal 20 so that they can be selected in characters. As a result, the experiencer can visually confirm and select the options C1 to C5, etc. that they think are appropriate, which is easy to understand.

[0088] Furthermore, according to the response experience system 1 according to the first embodiment, 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, etc., which is the virtual response partner, can be displayed on the display unit 21 of the terminal 20. As a result, the experiencer can polish their customer service skills, which are their response skills, using this comment 70 or advice as an encouragement or reference. [Second Embodiment]

[0089] Next, Embodiment 2 of the present invention will be described. FIG. 21 is a block diagram showing the schematic configuration of the coping experience system according to Embodiment 1 of the present invention. The coping experience system 1 according to Embodiment 2 is different from the coping experience system 1 according to the above-described Embodiment 1 mainly in that the server 10, which is a coping experience device, further includes a voice determination unit 16, a facial expression determination unit 17, and a voice providing unit 18, and the terminals 20,... further include a voice acquisition unit 22, a facial expression acquisition unit 23, and a voice conversion unit 24. Therefore, mainly the description will be made on that point, and the same components will be denoted by the same reference numerals and the description thereof will be omitted.

[0090] In the coping experience system 1 according to the present Embodiment 2, as shown in FIG. 21, as described above, to the configuration of the coping experience system 1 according to Embodiment 1, the server 10, which is a coping experience device, further includes a voice determination unit 16, a facial expression determination unit 17, and a voice providing unit 18, and the terminals 20,... further include a voice acquisition unit 22, a facial expression acquisition unit 23, and a voice conversion unit 24.

[0091] The voice determination unit 16 is a voice confirmation device that applies, for example, voice analysis technology that can confirm the degree of coincidence such as the intonation between the voice serving as a criterion for determining an additional evaluation score to be added to the above-described evaluation score of the expression by the utterance that the experiencer who read out the options C1 to C5, etc. displayed with the 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.

[0092] The facial expression determination unit 17 is a facial expression confirmation device that applies, for example, facial expression recognition technology that can confirm the degree of coincidence such as the change between the facial expression serving as a criterion for determining an additional evaluation score to be added to the above-described evaluation score of the expression by the facial expression that the experiencer thinks is appropriate during the read-out utterance of the options C1 to C5, etc. of the experiencer acquired by the facial expression acquisition unit 23 such as the in-camera of the terminal 20 and the facial expression of the experiencer.

[0093] In addition, regarding the relationship between the expressions by speech determined by the speech determination unit 16 and the additional evaluation score, and the relationship between the expressions by facial expressions determined by the facial expression determination unit 17 and the additional evaluation score, the machine learning unit 15 of the artificial intelligence can be trained using, as a criterion with a perfect score, the responses of customer service professionals who are professionals in a plurality of responses.

[0094] Also, in the response experience system 1 according to the above-described Embodiment 1, only by selecting options C1 to C5, etc., an evaluation score was given to the experiencer. 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 facial expressions during speech. Therefore, for example, the evaluation score obtained by selecting an option is allocated 70% of the grading, the additional evaluation score for the expression by speech is allocated 15% of the grading, and the additional evaluation score for the expression by facial expressions during speech is allocated 15% of the grading. When everything goes well, the total can be set to a full score of 100 points and implemented.

[0095] When the facial expressions of the virtual customer P1, which is the virtual response partner, etc. are displayed on the display unit 21 of the terminal 20, the voice providing unit 18 transmits an electrical signal of the speech uttered by the virtual customer P1, which is the virtual response partner 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.

[0096] That is, according to the response experience system 1 according to the present Embodiment 2, the voice determination unit 18 determines the additional evaluation score added to the evaluation score of the expression by the speech of reading out the options C1, etc. displayed in the characters selected by the experiencer acquired by the voice acquisition unit 22 of the terminal 20. As a result, the experiencer is evaluated not only for selecting the option C1, etc. that he / she thinks is appropriate, but also for the speech that he / she thinks is appropriate, so it can be used as a more useful tool for response education.

[0097] 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 based on the expression during the read-out speech of the option C1 or the like 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 or speaking an option C1 or the like that he / she thinks is appropriate, but also for an appropriate expression. Therefore, it can be used as a tool that is even more useful for response education.

[0098] Also, according to the response experience system 1 according to the second embodiment, when the expression of the virtual customer P1 or the like, which is the virtual response partner, is 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 line L1 or the like spoken by the virtual customer P1 or the like, which is the virtual response partner, 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 customer P1 or the like, which is the virtual response partner, not only by visually seeing the line L1 or the like spoken by the virtual customer P1 or the like, which is the virtual response partner, but also by listening to the speech. Therefore, the subtleties of the interaction with the virtual customer P1 or the like, which is the virtual response partner, can be felt more.

[0099] 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 configuration and specific procedures of the above embodiments without departing from the spirit of the present invention.

[0100] In the above-described embodiment, as the response experience, the customer service experience when selling home appliances or the like at a home appliance mass retailer is exemplified, but the present invention is not limited to this. For example, the present invention can be applied to and implemented in various customer service experiences such as the customer service experience when selling furniture or the like at a furniture mass retailer, or the customer service experience when providing financial services or the like at a financial institution or the like.

[0101] Furthermore, in the above-described embodiment, only the customer service experience is exemplified as the response experience, but 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 responds to a superior or the response experience when a superior responds to a subordinate.

[0102] In addition, in the above-described embodiment, the options corresponding to the responses to the virtual customers P1, etc. as virtual response counterparts are the options C1 to C5, etc. 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 voices output from the terminal 20.

[0103] Furthermore, in the above-described embodiment, the evaluation degrees corresponding to the options C1 to C5, etc. are used as evaluation scores. However, the present invention is not limited to this. For example, double circles, circles, triangles, crosses, etc. may be used as the evaluation degrees.

Explanation of Reference Numerals

[0104] 1 Response Experience System 10 Server (Response Experience Device) 11 Image Providing Unit 12 Option Reception 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 Sunny Day in General (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 Speak to the Customer 41 Button to Select a Scenario 50 Next Button 60 Next Button 70 Comment N Network P1, P2, P3 Virtual Customers (Virtual Respondents) 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; an option receiving unit that receives one selected option from a plurality of different options for responses 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 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 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 responses to the next virtual response partner from the terminal, and finally calculates these evaluation degrees to obtain a total evaluation degree; the response experience is a response experience in a business scenario, and for each business scenario, the whole process from the beginning to the end of the response, or the response can be experienced step by step by dividing the process from the beginning to the end of the response into a plurality of stages, and the control unit can obtain the respective total evaluation degrees. A response experience system characterized by this.

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 response partner learned by the machine learning unit.

3. 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 selectable manner by characters.

4. The response experience system according to claim 3, further comprising a voice determination unit, which determines an additional evaluation degree added to the evaluation degree of the expression by the speech of reading out the option selected by the person experiencing the response and displayed in characters obtained by the voice acquisition unit of the terminal.

5. The response experience system according to claim 4, further comprising an expression determination unit, which determines an additional evaluation degree added to the evaluation degree of the expression by the expression of the person experiencing the response during the speech of reading out the option and obtained by the expression acquisition unit of the terminal.

6. A voice providing unit, wherein when the expression of the virtual respondent is displayed on the display unit of the terminal, the voice providing unit transmits an electrical signal of the speech of the lines spoken by the virtual respondent, and causes the voice conversion unit of the terminal to convert it into speech. The response experience system according to claim 1 or 2, characterized in that.

7. The response experience system according to claim 1 or 2, characterized in that comments or advice stored in the storage unit according to the total evaluation degree obtained for the result of the response of the response experience to the virtual respondent can be displayed on the display unit of the terminal.

8. The response experience system according to claim 1 or 2, characterized in that the evaluation degree is an evaluation score.

Images