Management information generation apparatus, management information generation method, and management information generation program

Abstract

To enable effective utilization of accumulated information on guests.SOLUTION: A management information generation apparatus 100 stores, in a storage unit 120, information obtained by deleting individually identifiable information from voice input information input via a voice input apparatus 200. The management information generation apparatus 100 generates information for use in management of an accommodation for responding to a request from a guest, based on the voice input information obtained by deleting the individually identifiable information.SELECTED DRAWING: Figure 2

Description

[Technical Field]

[0001] The present invention relates to a management information generating device, a management information generating method, and a management information generating program. [Background technology]

[0002] In recent years, hotels and other accommodation facilities have begun to use a combination of a hotel management system, which is used by the facility to handle reservations and manage guest rooms, a hotel ICT (Information and Communication Technology) system, which is used to manage the entire hardware aspect of the facility, and an external system, which is used for travel reservations, etc. For example, a hotel ICT system can link with the various sensors installed in the guest rooms as well as the guest room control panel that manages lighting, air conditioning, power, etc., to enable various controls over the guest rooms and the collection of information from the rooms.

[0003] Furthermore, technology has been proposed that utilizes the above-mentioned system to improve the customer experience during a hotel stay compared to conventional technology. For example, a technology is known in which check-in processing is performed for an identified customer based on an identification process for the customer who is checking in, and the check-in status for each room is displayed on a staff terminal in accordance with the check-in processing (see, for example, Patent Document 1). The above-mentioned conventional technology allows for information sharing between systems within an accommodation facility, thereby improving the operational efficiency of the accommodation facility as a whole and ultimately improving the customer experience. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] Japanese Patent Publication No. 2022-018305 Summary of the Invention [Problem to be solved by the invention]

[0005] However, the above-mentioned conventional technology has a problem in that it is difficult to effectively utilize the accumulated information about guests. For example, the above-mentioned conventional technology aims to improve operational efficiency by realizing system integration related to accommodation facilities, thereby improving the customer experience, but it is difficult to actively propose measures to improve the customer experience by aggregating information about guests and performing statistical processing, etc. [Means for solving the problem]

[0006] Therefore, in order to solve the above-mentioned problems and achieve the objectives, the management information generation device of the present invention is characterized by having a storage unit that deletes information that identifies individuals from voice input information input via a voice input device and stores the information in a memory unit, and a generation unit that generates information to be used in the management of accommodation facilities to meet the requests of guests based on the voice input information from which the information that identifies individuals has been deleted. [Effects of the Invention]

[0007] The present invention has the effect of enabling the effective use of accumulated information about guests. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating the overall processing of the management information generation device according to this embodiment. [Figure 2] FIG. 2 is a diagram showing the configuration of the management information generation device according to this embodiment. [Figure 3] FIG. 3 is a table showing an example of voice input information according to this embodiment. [Figure 4] FIG. 4 is a table showing an example of the needs of guests according to this embodiment. [Figure 5] FIG. 5 is a table showing an example of the number of complaints according to this embodiment. [Figure 6] FIG. 6 is a table diagram showing an example of a complaint handling history according to this embodiment. [Figure 7]FIG. 7 is a table diagram showing an example of guest information according to this embodiment. [Figure 8] FIG. 8 is a diagram showing an example of the management information generation process according to this embodiment. [Figure 9] FIG. 9 is a diagram showing an example of the management information generation process according to this embodiment. [Figure 10] FIG. 10 is a diagram showing an example of the management information generation process according to this embodiment. [Figure 11] FIG. 11 is a flowchart showing the storage process according to this embodiment. [Figure 12] FIG. 12 is a flowchart showing the generation process according to this embodiment. [Figure 13] FIG. 13 is a diagram illustrating an example of a computer that executes the management information generation process according to this embodiment. DETAILED DESCRIPTION OF THE INVENTION

[0009] DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS Hereinafter, embodiments of the present invention (hereinafter referred to as "embodiments") will be described with reference to the drawings. Note that the embodiments are not limited to the following description.

[0010] <Overview> Fig. 1 is a diagram illustrating an overall picture of the processing of a management information generation device 100 according to this embodiment. The management information generation device 100 shown in Fig. 1 is an example of a computer that provides technology for generating information (hereinafter, sometimes referred to as "management information") used in the management of accommodation facilities to improve the customer experience of guests, using accumulated information about guests, such as inquiries, requests, and complaints from guests.

[0011] In recent years, in accommodation facilities such as hotels, a hotel management system, a hotel ICT system, and an external system are sometimes operated in cooperation with each other.

[0012] The hotel ICT system described above enables various controls over the guest rooms and the collection of information from the guest rooms by linking with the various sensors installed in the guest rooms and the guest room control panel that manages the lighting, air conditioning, power supply, etc. Therefore, linking with various systems including the hotel ICT system can improve the comfort of the room environment, make room management more efficient, and increase convenience for guests.

[0013] For example, a reference technology is known in which the check-in status of each guest room is displayed on a staff terminal in accordance with check-in processing performed based on the identification processing of the customer checking in. With the reference technology described above, the check-in status is shared with the staff terminal on-site through the check-in processing at the reception desk, and the staff can prepare the guest room before the customer moves to the room, thereby improving the efficiency of operations throughout the accommodation facility and improving the customer experience.

[0014] However, the above-mentioned reference technology has the problem that it is difficult to effectively utilize the accumulated information about guests. Specifically, the reference technology is a technology that shares check-in status by linking the check-in process with the staff terminal through system integration, but because it is merely a means of information sharing, it is not possible to further improve the customer experience by utilizing the accumulated information.

[0015] (Selection process by management information generation device 100) Therefore, the management information generating device 100 according to this embodiment generates management information to be used for management decisions at accommodation facilities, using information about guests collected via a hotel ICT system or the like. Returning to FIG. 1, the management information generation process by the management information generating device 100 will now be described. Note that, in this embodiment, the explanation will be given on the assumption that a communication device (voice input device 200) installed in the accommodation facility is used, but the present invention is not limited to this.

[0016] FIG. 1 shows a management information generation device 100 that generates management information using information about guests, including voice input information collected and accumulated by a hotel ICT system, etc., and a voice input device 200 that analyzes voice input in natural language by a user and produces a speech in natural language in response to the voice input.

[0017] As shown in (1) of Figure 1, the management information generation device 100 deletes information that identifies an individual (hereinafter, sometimes referred to as "personal information") from the voice input information input by the user 10 via the voice input device 200 and stores the information in a memory unit.

[0018] As shown in FIG. 1(2), the management information generation device 100 generates management information to meet the needs of lodgers based on the voice input information from which the personal information has been deleted.

[0019] In this way, the management information generation device 100 according to this embodiment can aggregate the accumulated information using predetermined statistical processing or the like to generate management information, which is information to be displayed to guests to improve the customer experience or information to be used for management decisions. Therefore, the management information generation device 100 has the effect of enabling the accumulated information about guests to be effectively utilized.

[0020] <Explanation of the management information generating device 100> Next, the configuration of the management information generation device 100 will be described. FIG. 2 is a diagram showing the configuration of the management information generation device 100 according to this embodiment. As shown in FIG. 2, the management information generation device 100 has a communication unit 110, a memory unit 120, and a control unit 130. Although not shown in FIG. 2, the management information generation device 100 may also have an input unit such as a keyboard or a mouse for accepting input such as operations by employees, etc. The management information generation device 100 may also have a display unit such as a display for displaying stored information about guests and generated management information, etc. to employees, etc.

[0021] (Communication unit 110) The communication unit 110 performs data communication related to input of voice input information input from the voice input device 200, guest information input via an external information processing terminal device, etc., and output of management information generated based on stored information. The communication unit 110 is realized by a NIC (Network Interface Card) or the like, and controls communication via telecommunication lines such as a LAN (Local Area Network) or the Internet. The communication unit 110 is connected to a network via a wired or wireless connection as necessary, and can transmit and receive information bidirectionally with one or more voice input devices 200, other information processing devices, etc.

[0022] (Storage unit 120) The storage unit 120 stores data and programs used for various processes by the control unit 130, and various data acquired by the operation of the control unit 130. The storage unit 120 is realized by a semiconductor memory element such as a RAM (Random Access Memory) or a flash memory, or a storage device such as a hard disk or an optical disk. As shown in FIG. 2 , the storage unit 120 has a voice input information DB 121, a summary information DB 122, and a guest information DB 123.

[0023] (Voice input information DB121) The voice input information DB121 is a database that stores voice input information input via the voice input device 200. Specifically, the voice input information DB121 stores, as voice input information, information related to inquiries, requests, complaints, etc. that are input by voice to the voice input device 200 by guests. The voice input information DB121 also stores, as voice input information, information related to responses to inquiries, requests, complaints, etc. that are input by voice to the voice input device 200 by staff.

[0024] An example of voice input information stored in the voice input information DB 121 will now be described with reference to Fig. 3. Fig. 3 is a table diagram showing an example of voice input information according to this embodiment. As shown in Fig. 3, the voice input information DB 121 stores a voice inputter classification that identifies which entity, such as a guest or an employee, inputted the information, and voice input content that represents the input content, in association with "No" for identifying individual voice input information.

[0025] For example, the voice input information DB 121 stores the voice input person classification "guest" and the voice input content "Please tell me where the pool is," which are identified by No. "1."

[0026] Furthermore, the voice input information DB121 stores the voice inputter classification "guest" identified by No. "2-1" and the voice input content "Please tell me about nearby facilities that you recommend." Furthermore, the voice input information DB121 stores the voice inputter classification "employee" identified by No. "2-2" and the voice input content "The recommended nearby facility is "facility XX." The voice input contents of No. "2-1" and No. "2-2" described above are related information, and mean that they are the results of a response to the guest's inquiry "Please tell me about nearby facilities that you recommend," and the employee's inquiry "The recommended nearby facility is "facility XX."

[0027] Furthermore, the voice input information DB121 stores the voice inputter classification "guest" identified by No. "3-1" and the voice input content "There are no towels in the room, please bring some." Furthermore, the voice input information DB121 stores the voice inputter classification "employee" identified by No. "3-2" and the voice input content "We apologize for the inconvenience. We will arrange for towels as soon as possible." The voice input contents of No. "3-1" and No. "3-2" described above are related information, and represent the results of responding to the guest's complaint "There are no towels in the room, please bring some," with the employee's response "We apologize for the inconvenience. We will arrange for towels as soon as possible."

[0028] Note that personal information may be deleted from the voice input information input by the voice input information DB 121. For example, in the voice input person classification shown in Fig. 3, information indicating the classification of the subject, such as "guest" and "employee", may be stored instead of information such as the name or nickname of the guest or employee.

[0029] (Aggregated Information DB122) The aggregated information DB 122 is a database that stores information related to the results of aggregation processing by the generating unit 133, which will be described later. Specifically, the aggregated information DB 122 stores, as aggregation results, guest needs 122a, the number of complaints 122b, and complaint response history 122c.

[0030] (Guest Needs 122a) The aggregated information DB 122 stores, as guest needs 122a, information relating to the needs of the guest that has been aggregated from the voice input information from which personal information has been deleted.

[0031] Here, an example of the lodger needs 122a stored in the aggregated information DB 122 will be described. Fig. 4 is a table diagram showing an example of the lodger needs according to this embodiment. As shown in Fig. 4, the aggregated information DB 122 stores, as lodger needs 122a, "needs" indicating the content of the aggregated lodger needs and "number of cases" indicating the aggregated number of cases of the needs, in association with "No." for identifying the needs of individual lodgers.

[0032] For example, the aggregate information DB 122 stores the need "I want to know the location of the swimming pool" identified by No. "1" and the number of inquiries "100." The above content means that the generation unit 133, which will be described later, aggregated the number of inquiries classified as "I want to know the location of the swimming pool," such as "Please tell me the location of the swimming pool" and "Where is the swimming pool located?", and the result was "100."

[0033] Furthermore, for example, the aggregate information DB 122 stores the need "I want to know about recommended nearby facilities (as a result, I visited store XX)" identified by No. "2" and the number of cases "50." The above content means that the generating unit 133, which will be described later, aggregates the number of interactions classified as having similar content, for example, when a guest asks, "Please tell me about recommended nearby facilities," and an employee responds, "I recommend store XX," and as a result, the guest "visited store XX," and the number of interactions is found to be "50."

[0034] (Number of complaints: 122b) The total information DB 122 stores, as the number of complaints 122b, information on the number of complaints made by guests about accommodation facilities, which is totaled from the voice input information from which personal information has been deleted.

[0035] Here, an example of the number of complaints 122b stored in the aggregated information DB 122 will be described. Fig. 5 is a table diagram showing an example of the number of complaints according to this embodiment. As shown in Fig. 5, the aggregated information DB 122 stores, as the number of complaints 122b, "complaint content" indicating the content of the aggregated complaints of guests and "number" which is the aggregated number of complaints, in association with "No." which identifies the number of complaints of individual guests.

[0036] For example, the aggregated information DB 122 stores the complaint content "Towels left behind" identified by No. "1" and the number of complaints "100." The above content means that the generation unit 133, which will be described later, aggregates the number of complaints classified as "Towels left behind," such as "There are no towels in the room," and finds that the number is "100."

[0037] Furthermore, for example, the aggregate information DB 122 stores the complaint content "The room is dirty" identified by No. "2" and the number of complaints "50." The above content means that the generation unit 133, which will be described later, aggregates the number of complaints classified as "The room is dirty," such as "The room is dirty," and finds that the number is "50."

[0038] (Complaint Handling History 122c) The aggregated information DB 122 stores, as a complaint handling history 122c, information on the interactions between guests who have filed complaints about accommodation facilities and employees who have responded to the complaints, which is aggregated from voice input information with personal information deleted.

[0039] Here, we will explain an example of the complaint handling history 122c stored in the aggregate information DB 122. Fig. 6 is a table diagram showing an example of the complaint handling history according to this embodiment. As shown in Fig. 6, the aggregate information DB 122 stores, as the complaint handling history 122c, the "guest" who is the subject of each handling history and the "handling history" which is the content related to the handling, in association with "No" for identifying each individual complaint handling history.

[0040] For example, the aggregated information DB122 stores the subject "guest" identified by No. "1" and the response history "voice input: 'There are no towels in the room, please bring some.'" Furthermore, the aggregated information DB122 stores the subject "employee" identified by No. "2" and the response history "voice input: 'We apologize for the inconvenience. We will arrange for towels as soon as possible.'" The response histories of No. "1" and "2" described above are records of the content of the voice utterances of the guest and employee, respectively, and indicate that the dialogue took place in the chronological order of No. "1" → No. "2."

[0041] For example, the aggregated information DB 122 stores the subject "employee" identified by No. "3" and the response history "arranged for towels to be delivered to the guest room." Furthermore, the aggregated information DB 122 stores the subject "employee" identified by No. "4" and the response history "delivery completed." Furthermore, the aggregated information DB 122 stores the subject "employee" identified by No. "5" and the response history "apologized again at check-out." The response history from No. "3" to "5" above is a record of a series of responses made by the employee in response to the complaint, and the chronological order of No. "3" → No. "5" indicates that actions were taken to respond to the complaint.

[0042] (Guest information DB123) The lodger information DB123 is a database that stores information about lodgers staying at accommodation facilities. Specifically, the lodger information DB123 stores information such as the lodger's name, attribute information, itinerary information, room information, information about past lodgings, and special requests in association with information that identifies the information about each lodger.

[0043] An example of information about guests stored in the guest information DB 123 will now be described with reference to a table. Fig. 7 is a table showing an example of guest information according to this embodiment. As shown in Fig. 7, the guest information DB 123 stores the name, date of birth, gender, address, telephone number, email address, occupation, nationality, passport number, age, arrival date and time, departure date and time, previous lodging location, destination location, accommodation room, past accommodation history, information about past stays, and special requests, in association with "No." which identifies information about individual guests.

[0044] The above-mentioned name is information that identifies the guest, and is, for example, information about the guest's name. The date of birth is information about the guest's date of birth. The gender is information about the guest's gender. The address is information about the guest's habitual residence. The telephone number and email address are information about the guest's contact information. The occupation is information about the name and classification of the guest's occupation. The nationality is information about the guest's nationality. The passport number is a unique identification number written on the guest's passport. The age is information about the guest's age. The arrival date and time is the date and time of arrival at the accommodation facility, and may be, for example, the start date of the planned stay. The departure date and time is the date and time of departure from the accommodation facility, and may be, for example, the end date of the planned stay. The previous lodging location is information about the lodging location where the guest stayed the day before or before. The destination location is information about the destination after the departure date and time. The lodging room is information such as the room number of the accommodation facility where the guest will be staying during the stay period. The past accommodation history is information such as when, how many times, and for how long the target guest stayed at the accommodation facility. The information on past stays is various information about when the target guest stayed at the accommodation facility, and includes various information such as requests, demands, ratings, etc. The special request is a special request to the accommodation facility, and includes information such as after-hours check-in, extra bed, baby cot, barrier-free access, employee requests, etc.

[0045] For example, the guest information DB123 stores the following information as guest information associated with No. "1", such as name "Guest A", date of birth "XX / XX / 1986", gender "Male", address "XX Ward, Tokyo", telephone number "090-1234-xxxx", email address "sample@...", occupation "company employee", nationality "Japan", passport number "-", age "37", arrival date and time "January 12, 2024", departure date and time "January 13, 2024", previous lodging location "Osaka Prefecture", destination location "Aichi Prefecture", accommodation room "101", past accommodation history "XX", information from past accommodation "XX", special request "XX", etc.

[0046] (control unit 130) Now, returning to Fig. 2, the explanation will be continued. The control unit 130 has an internal memory for temporarily storing programs that define various processing procedures and the like of the management information generation device 100 and processing data, and is realized by electronic circuits such as a CPU (Central Processing Unit) and an MPU (Micro Processing Unit), and integrated circuits such as an ASIC (Application Specific Integrated Circuit) and an FPGA (Field Programmable Gate Array). As shown in Fig. 2, the control unit 130 has a receiving unit 131, a storage unit 132, a generating unit 133, and an output unit 134.

[0047] (Reception Department 131) The reception unit 131 receives voice input information that is input by voice by at least one of a guest and an employee to the voice input device 200. The reception unit 131 then temporarily stores the received voice input information, from which the personal information has not been deleted, in the storage unit 120.

[0048] (storage section 132) The storage unit 132 deletes personal information from the voice input information received by the reception unit 131 and stores the information in the voice input information DB 121.

[0049] Specifically, the storage unit 132 associates the subject who made the voice input with the content of the voice input for voice input information including requests, inquiries, etc. from guests, and stores the information in the voice input information DB 121. For example, when a guest makes a voice input saying, "Please tell me where the pool is," the storage unit 132 associates the subject (voice input classification) "guest" with the content (voice input content) "Please tell me where the pool is," and stores the information in the voice input information DB 121.

[0050] Furthermore, the storage unit 132 associates the subject who made the voice input with the content of the voice input for voice input information including requests and complaints from guests to accommodation facilities, extracted from the voice input information from which personal information has been deleted, and stores the information in the voice input information DB 121. For example, the storage unit 132 associates the subject (voice input classification) "guest" with the content (voice input content) "There are no towels in the room, please bring some" and stores the information in the voice input information DB 121.

[0051] Furthermore, the storage unit 132 associates information about interactions between the guest and the staff in chronological order and stores it in the voice input information DB 121. For example, the storage unit 132 associates the subject (voice input classification) "employee" with the content (voice input content) "We apologize for the inconvenience. We will arrange for towels as soon as possible," and stores the associations in the voice input information DB 121. The storage unit 132 then associates the above-mentioned complaint by the guest that "There are no towels in the room, so please bring some," with the staff's statement that "We apologize for the inconvenience. We will arrange for towels as soon as possible."

[0052] (Generation unit 133) The generation unit 133 generates management information to meet the requests of the lodger based on the voice input information from which the personal information has been deleted. Specifically, the generation unit 133 aggregates the voice input information from which the personal information has been deleted. Next, the generation unit 133 determines, from the aggregated voice input information, voice input information that satisfies predetermined conditions as the requests of the lodger (lodger needs). Then, the generation unit 133 generates management information to meet the determined requests of the lodger.

[0053] (output unit 134) The output unit 134 outputs the management information generated by the generation unit 133. For example, the output unit 134 can output the management information to guests, employees or managers of accommodation facilities, etc., via a display unit provided in the management information generating device 100 or an external display device, etc.

[0054] Next, first to third examples of the management information generation process realized by the management information generation device 100 according to this embodiment will be described with reference to Figures 8 to 10. Figures 8 to 10 are diagrams showing an example of the management information generation process according to this embodiment.

[0055] Specifically, the first example is an example of "generation of management information in response to an inquiry" and will be described using FIG. 8. The second example is an example of "generation of management information in response to an inquiry" and will be described using FIG. 9. The third example is an example of "generation of management information in response to a complaint" and will be described using FIG. 10.

[0056] (First example) The first example is a case in which the management information generation device 100 compiles information such as inquiries inputted verbally by guests, and generates and outputs management information corresponding to the inquiries whose number of compiled inquiries meets a predetermined condition.

[0057] Specifically, the management information generating device 100 (generation unit 133) aggregates inquiries about facility use at accommodation facilities contained in voice input information received from guests, with personal information deleted. Next, the management information generating device 100 (generation unit 133) generates information regarding facility use guidance as management information in response to inquiries about facility use at accommodation facilities whose aggregated number satisfies a predetermined descending order condition. Then, the management information generating device 100 (output unit 134) outputs the generated management information to guests and the manager of the accommodation facility.

[0058] The first example will now be described with reference to Fig. 8. Fig. 8 shows a voice input device 200 that accepts voice input from a lodger 11a, a management information generation device 100 that accepts voice input information from the voice input device 200 and performs processing for storing the voice input information and processing for generating management information, and a display device 21a that displays predetermined information.

[0059] First, the voice input device 200 receives a voice input from the guest 11a, "Where is the swimming pool located? ((1-1) in FIG. 8)" ((1) in FIG. 8). Next, the management information generating device 100 receives voice input information (inquiry) including information such as "an inquiry from the guest 11a, 'Where is the swimming pool located?'" ((2) in FIG. 8).

[0060] The management information generating device 100 deletes personal information such as "guest 11a" from the "inquiry from guest 11a, 'Where is the swimming pool located?'" ((3) in FIG. 8). For example, at this time, the management information generating device 100 may replace "guest 11a" with information such as "guest."

[0061] The management information generating device 100 stores the voice input information (inquiry) from which the personal information has been deleted in the voice input information DB 121 ((4) in FIG. 8). Next, the management information generating device 100 extracts the content of the inquiry, such as "I would like to know the location of the pool," from the "guest's inquiry, 'Where is the pool located?'" ((5) in FIG. 8).

[0062] The management information generating device 100 counts the number of inquiries with common content among the extracted inquiries such as "I want to know the location of the swimming pool" as the needs of guests ((6) in FIG. 8). Then, the management information generating device 100 stores the counted results of the inquiries in the counted information DB 122.

[0063] If the aggregated inquiry "I want to know the location of the swimming pool" is included within a predetermined descending order in the aggregation results, the management information generating device 100 determines that the inquiry is a high-priority guest need, such as "Many guests want to know the location of the swimming pool ((7-1) in FIG. 8)" ((7) in FIG. 8).The management information generating device 100 then generates management information based on the determined high-priority guest needs ((8) in FIG. 8).

[0064] The management information generating device 100 outputs the generated management information ((9) in FIG. 8). For example, in order to satisfy the needs of guests who want to know the location of the swimming pool, the management information generating device 100 outputs the management information to a predetermined display device 21a to display guidance information for the location of the swimming pool ((9-1) in FIG. 8). Furthermore, the management information generating device 100 outputs the management information to an information processing terminal device or the like operated by the manager 21b to inform the manager that there is a high demand from guests who want to know the location of the swimming pool ((9-2) in FIG. 8).

[0065] (Second example) The second example is a case in which the management information generating device 100 aggregates information such as response history from interaction information based on voice input between guests and employees, and generates and outputs management information corresponding to the response history whose aggregated number meets specified conditions.

[0066] Specifically, the management information generating device 100 (generation unit 133) aggregates inquiries about surrounding facilities contained in voice input information, which includes information about interactions between guests and employees and from which personal information has been deleted. Next, the management information generating device 100 (generation unit 133) generates, as management information, information about suggestions for surrounding facilities in response to inquiries about surrounding facilities whose aggregated number satisfies a predetermined descending order condition. Then, the management information generating device 100 (output unit 134) outputs the generated management information to guests and accommodation facility managers.

[0067] Next, a second example will be described with reference to Fig. 9. Fig. 9 shows a voice input device 200a that accepts voice input from a lodger 12a, a voice input device 200b that accepts voice input from an employee 12b, a management information generation device 100 that accepts voice input information from the voice input devices 200 (200a and 200b) and performs processing to store the voice input information and processing to generate management information, and a display device 22a that displays predetermined information.

[0068] First, the voice input device 200a receives a voice input such as "What nearby facilities do you recommend? ((1-1) in FIG. 9)" from the guest 12a ((1) in FIG. 9). Next, the voice input device 200b receives a voice input such as "I recommend facility XX ((2-1) in FIG. 9)" from the employee 12b ((2) in FIG. 9). Then, the voice input device 200a receives a voice input such as "I'm going to store XX" from the guest 12a ((1-2) in FIG. 9).

[0069] The management information generating device 100 accepts voice input information (response history) ((3-1) in Figure 9), which is information on the interactions between the guest 12a and the employee 12b, as shown in (1) and (2) in Figure 9 above ((3) in Figure 9).

[0070] The management information generating device 100 deletes personal information such as "guest 12a" from "guest 12a's inquiry about recommended nearby facilities" and "guest 12a's visit to store XX" ((4) in FIG. 9). Also, the management information generating device 100 deletes personal information such as "employee 12b" from "employee 12b's response that facility XX is recommended" ((4) in FIG. 9). For example, at this time, the management information generating device 100 may replace "guest 12a" with "guest" and "employee 12b" with "employee".

[0071] The management information generation device 100 stores the voice input information (response history) from which the personal information has been deleted in the voice input information DB 121 ((5) in FIG. 9).

[0072] The management information generating device 100 extracts response histories such as "guest inquiries about recommended nearby facilities, visits to store XX" and "employee responses that facility XX is recommended" ((6) in FIG. 9). Next, the management information generating device 100 counts the number of response histories with common content among the extracted response histories ((7) in FIG. 9). The management information generating device 100 then stores the counted inquiry content in the aggregated information DB 122.

[0073] If the collected response history, "guests' inquiries about nearby facilities and visits to store XX" and "staff responses that facility XX is recommended," is included within a predetermined descending order in the collected results, the management information generating device 100 determines the needs of high-priority guests, such as "many guests go to 'Store XX' (FIG. 9 (8-1))" (FIG. 9 (8)).The management information generating device 100 then generates management information based on the determined needs of high-priority guests (FIG. 9 (9)).

[0074] The management information generating device 100 outputs the generated management information ((10) in FIG. 9). For example, in order to satisfy the need of guests that many guests visit "Store XX," the management information generating device 100 outputs the management information to a predetermined display device 22a to display guidance information for the location of Store XX to guests ((10-1) in FIG. 9). Furthermore, the management information generating device 100 outputs, as the management information, a "proposal to install Facility XX within the accommodation facility," based on the need of guests that many guests visit "Store XX," to an information processing terminal device or the like operated by the manager 22b ((10-2) in FIG. 9).

[0075] (Third example) The third example is a case in which the management information generating device 100 aggregates information such as complaint handling history from interaction information based on voice input between guests and employees, and generates and outputs management information corresponding to the complaint handling history where the aggregated number of cases meets specified conditions.

[0076] Specifically, the management information generating device 100 (generation unit 133) aggregates, as a complaint response history, the contents of complaints from guests contained in voice input information from which personal information has been deleted, the voice input information including a conversation history regarding complaints between the guest and at least one of the voice input device 200 and the accommodation facility staff.The management information generating device 100 (generation unit 133) then generates, as management information, information that combines one or more of the aggregated complaint contents, the complaint response history corresponding to the complaint contents, and external information related to the accommodation facility.The management information generating device 100 (output unit 134) then outputs the generated management information to the manager of the accommodation facility.

[0077] Next, a third example will be described with reference to Fig. 10. Fig. 10 shows a voice input device 200a that accepts voice input from a lodger 13a, a voice input device 200b that accepts voice input from an employee 13b, and a management information generation device 100 that accepts voice input information from the voice input devices 200 (200a and 200b) and performs processing to store the voice input information and processing to generate management information.

[0078] First, the voice input device 200a receives a voice input ((1-1) in FIG. 10) such as "There were no towels in the room" from the guest 13a ((1) in FIG. 10). Next, the voice input device 200b receives a voice input ((2-1) in FIG. 10) about "handling the complaint" from the employee 13b ((2) in FIG. 10).

[0079] The management information generating device 100 accepts voice input information (complaint response history) ((3-1) in Figure 10), which is information on the exchange regarding complaints between the guest 13a and the employee 13b, as shown in (1) and (2) in Figure 10 above ((3) in Figure 10).

[0080] The management information generating device 100 deletes personal information such as "guest 13a" from "inquiry from guest 13a that 'towels' were not left in the room" ((4) in FIG. 10). Also, the management information generating device 100 deletes personal information such as "employee 13b" from "complaint handling by employee 13b" ((4) in FIG. 10). For example, at this time, the management information generating device 100 may replace "guest 13a" with "guest" and "employee 13b" with "employee".

[0081] The management information generating device 100 stores the voice input information (complaint handling history) from which the personal information has been deleted in the voice input information DB 121 ((5) in FIG. 10). Next, the management information generating device 100 extracts complaint handling history such as "guest complaints that towels were not provided in the room" and "complaint handling by employees" ((6) in FIG. 10).

[0082] The management information generating device 100 counts the number of complaint handling histories with common content from the extracted complaint handling histories ((7) in Figure 10).The management information generating device 100 then stores the counted result of the complaint handling histories in the counted information DB 122.

[0083] The management information generating device 100 generates management information related to complaints ((8) in FIG. 10) including information such as the complaints that have occurred and the history of complaint responses ((8-1) in FIG. 10) based on the collected complaint response history. At this time, the management information generating device 100 can generate the management information using external information related to accommodation facilities ((8-2) in FIG. 10) that has been collected in advance. For example, in the case of a complaint related to the cleaning of a guest room, such as "towels not provided" as described above, the management information generating device 100 can generate management information that associates the content of the complaint with external information including information on the cleaning team or person in charge who cleaned the room.

[0084] The management information generating device 100 outputs the generated management information ((9) in FIG. 10). For example, as shown in (9-1) in FIG. 10, the management information generating device 100 outputs the "number of complaints," "contents of complaints," "complaint response history," etc. as the management information to an information processing terminal device operated by the manager 23b.

[0085] (Procedure for generating management information) Next, the procedure for storing received information and generating management information, which is realized by the management information generation device 100 according to this embodiment, will be described.

[0086] First, the information storage process will be described with reference to Fig. 11. Fig. 11 is a diagram showing a flowchart of the storage process according to this embodiment.

[0087] The receiving unit 131 receives voice input information (S101). The storage unit 132 deletes personal information from the voice input information (S102). Then, the storage unit 132 stores the voice input information from which the personal information has been deleted in the voice input information DB 121 (S103). Then, the management information generation device 100 ends the process.

[0088] Next, the management information generation process will be described with reference to Fig. 12. Fig. 12 is a diagram showing a flowchart of the generation process according to this embodiment.

[0089] First, the management information generation device 100 waits for an instruction to generate management information (No in S201). When an instruction to generate management information is given (Yes in S201), the generation unit 133 executes a predetermined aggregation process (S202). The generation unit 133 generates management information based on the aggregation results (S203). The output unit 134 outputs the generated management information (S204). Then, the management information generation device 100 ends the process.

[0090] (effect) Next, we will explain the effects achieved by the management information generation device 100 according to this embodiment. The storage unit 132 of the management information generation device 100 according to this embodiment deletes personal information from the voice input information input via the voice input device 200 and stores the deleted information in the memory unit. The management information generation device 100 then generates management information to meet the needs of lodgers based on the voice input information from which the personal information has been deleted. Therefore, the management information generation device 100 according to this embodiment has the effect of enabling the effective use of accumulated information about lodgers.

[0091] The generation unit 133 aggregates the voice input information from which the personal information has been deleted. Next, the generation unit 133 determines, from the aggregated voice input information, voice input information that satisfies predetermined conditions as the guest's request. The generation unit 133 then generates management information to address the determined guest's request. Therefore, the management information generation device 100 can use information on inquiries, complaints, requests, etc. input to the voice input device 200 installed in each guest room to generate management information that addresses the inquiries, complaints, requests, etc. Therefore, the management information generation device 100 has the effect of using the accumulated information on guests to implement measures to improve the customer experience in advance of guests' requests and complaints.

[0092] Specifically, the generation unit 133 aggregates inquiries about facility use at the accommodation facility that are included in the voice input information from which personal information has been deleted. Then, the generation unit 133 generates, as management information, information related to facility use guidance, in accordance with inquiries about facility use at the accommodation facility whose aggregated number satisfies a predetermined descending order condition. Therefore, the management information generation device 100 has the effect of enabling measures to be implemented to improve customer experience in advance of guests' requests, such as displaying the location of the pool from the beginning, if many guests ask about the location of the pool.

[0093] The generation unit 133 also aggregates the inquiries about surrounding facilities contained in the voice input information from which the personal information has been deleted. Then, the generation unit 133 generates, as management information, information about suggestions for surrounding facilities, in response to inquiries about surrounding facilities whose aggregated numbers satisfy a predetermined descending order condition. Therefore, the management information generation device 100 has the effect of enabling measures to improve customer experience in advance of guests' requests, such as opening a store within the accommodation facility for a store that receives many inquiries.

[0094] The generation unit 133 also aggregates the contents of complaints from guests that are included in the voice input information from which the personal information has been deleted. Then, the generation unit 133 generates, as management information, information that combines one or more of the aggregated contents of the complaints, the complaint response history corresponding to the contents of the complaints, and external information related to the accommodation facility.

[0095] Furthermore, the management information generating device 100 can generate management information by using external information related to accommodation facilities that has been collected in advance and by matching the external information with the content of the complaint. For example, if a complaint is about the cleaning of a guest room, such as "towels are not provided," the management information generating device 100 generates management information that associates the content of the complaint with external information, including information about the cleaning team and person in charge who cleaned the room. As a result, the management information generating device 100 can generate management information that enables analysis of who makes the most mistakes when cleaning, etc.

[0096] Therefore, the management information generating device 100 has the effect of making it possible to prevent recurrence of complaints by guests, for example, by considering measures to prevent similar complaints from occurring in the future in the case of complaints that have occurred frequently.

[0097] In addition, the management information generating device 100 can appropriately aggregate the accumulated information according to the needs of the guests, thereby reducing the labor and time required to switch the guidance displays within the accommodation facility according to the needs of the guests and make proposals to the manager.

[0098] <Modification> The following describes modified examples realized by the management information generation device 100 according to this embodiment.

[0099] (Data, etc.) The voice input information, management information, guest needs, number of complaints, complaint response history, personal information, response history, voice input device 200, names of functional parts of management information generation device 100, steps, processes, names of steps or processes, etc. used in the description of the above embodiment are merely examples and can be changed as desired.

[0100] For example, the voice input information DB 121 stores the voice input person classification and the voice input content in association with "No" for identifying individual voice input information, but is not limited to this.

[0101] For example, the aggregate information DB 122 stores, as guest needs 122a, the needs and the number of cases in association with "No" for identifying the needs of individual guests, but is not limited to this.

[0102] For example, the aggregate information DB 122 stores, as the number of complaints 122b, the content of the complaint and the number of complaints in association with "No" for identifying the number of complaints by individual guests, but is not limited to this.

[0103] For example, the aggregate information DB 122 stores, as the complaint handling history 122c, the subject and the handling history in association with "No" for identifying an individual complaint handling history, but is not limited to this.

[0104] For example, guest information DB123 stores, in association with "No." which identifies information about an individual guest, the name, date of birth, gender, address, telephone number, email address, occupation, nationality, passport number, age, arrival date and time, departure date and time, previous lodging location, destination location, and accommodation room, but is not limited to this.

[0105] In addition, the storage unit 120 can also store external information related to the accommodation facility. Specifically, the storage unit 120 can store various information recorded in the management and operation of the accommodation facility, such as records of task responses at the accommodation facility, cleaning records, and room service response records. For example, the storage unit 120 can store information such as the room number, cleaning date, cleaning content, cleaning time, and cleaning staff as cleaning records. Note that the above-mentioned information is merely an example, and the storage unit 120 can store any information that falls within the category of external information related to the accommodation facility, without limitation.

[0106] (About voice input devices) In the above-described embodiment, the voice input device 200 is described on the assumption that a communication device installed in a lodging facility is used, but is not limited to this. For example, the voice input device 200 may be a device such as a smart speaker installed in each lodging room that allows a user to communicate with the device in natural language.

[0107] Furthermore, the voice input device 200 may be a mobile terminal device such as a smartphone or tablet operated by an employee, or a device such as an Inter Communication System. In this case, for example, when a guest makes various requests to an employee face-to-face (for example, to the front desk or to a passing employee), the voice input device 200 allows the employee who is handling the request to accept input of the voice request from the guest. In other words, when an employee accepts a voice request from a guest face-to-face, the employee can accept the voice request via the employee's smartphone or tablet, a stationary microphone, a smart speaker that allows a response between the user and the device in natural language, or the like.

[0108] The voice input device 200 may also be a mobile terminal device of a guest. In this case, the voice input device 200 may be realized as a device that enables internal calls with employees of the accommodation facility and other guests by installing an application that realizes a call connection program according to the present embodiment in the mobile terminal device such as a smartphone or tablet of the guest.

[0109] (Regarding extraction and aggregation processes) The extraction process and aggregation process by the management information generation device 100 in the above-described embodiment may be realized using known technology, and the method and means are not limited. For example, the management information generation device 100 can extract keywords such as "pool," "location," and "somewhere" from inquiries such as "Where is the swimming pool located?" using known technology. Then, the management information generation device 100 can aggregate inquiries that match the extracted keywords such as "pool," "location," and "somewhere" using known technology.

[0110] In addition, the management information generation device 100 may input the inquiry content and perform extraction and aggregation processes based on a machine learning model that has been trained to output information such as needs such as "I want to know the location of the swimming pool: XX items."

[0111] (Regarding the process of determining target needs) In the above-described embodiment, the management information generation device 100 determines the relevant inquiry content, etc. as the needs of the lodger when the aggregated results satisfy the descending order condition. However, this is not limited to this. For example, the management information generation device 100 may determine the inquiry content, etc. that includes a predetermined keyword set in advance in the aggregated results as the needs of the lodger. Furthermore, the management information generation device 100 may input the aggregated results and determine the needs of the lodger based on a machine learning model that has been trained in advance to output inquiry results that should be addressed with priority.

[0112] (Flowcharts, etc.) The steps in the flowcharts may be interchanged as long as there is no contradiction, and some steps may not be performed. In addition, conjunctions such as "next," "continue," "further," "at this time," and "on this occasion" used in the explanation of the flowcharts do not limit the order or timing of the execution of the processes in the flowcharts.

[0113] (system) The information including the processing procedures, control procedures, specific names, various data and parameters shown in the above documents and drawings can be changed arbitrarily unless otherwise specified.

[0114] Furthermore, the components of each device shown in the figure are conceptual functional components and do not necessarily have to be physically configured as shown. In other words, the specific form of distribution and integration of each device is not limited to that shown. In other words, all or part of them can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc.

[0115] <Hardware configuration> The components of each device shown in the figure are conceptual functional units and do not necessarily have to be physically configured as shown. In other words, the specific form of distribution and integration of each device is not limited to that shown, and all or part of each device can be functionally or physically distributed and integrated in any unit depending on various loads, usage conditions, etc. Furthermore, all or any part of the processing functions performed by each device can be realized by a CPU and a program analyzed and executed by the CPU, or can be realized as hardware using wired logic.

[0116] Furthermore, among the processes described in this embodiment, all or part of the processes described as being performed automatically can also be performed manually using known methods. In addition, the information including the processing procedures, control procedures, specific names, various data, and parameters shown in the drawings can be changed as desired unless otherwise specified.

[0117] <Program> In one embodiment, the various devices constituting the management information generation device 100 can be implemented by installing a management information generation program as package software or online software on a desired computer. For example, by running the management information generation program on an information processing device, the various devices constituting the management information generation device 100 can function. The information processing device referred to here includes desktop and notebook personal computers. Other information processing devices also include mobile communication terminals such as smartphones and mobile phones, as well as slate terminals such as PDAs (Personal Digital Assistants).

[0118] 13 is a diagram showing an example of a computer that executes the management information generation process according to this embodiment. The computer 1000 includes, for example, a memory 1010 and a CPU 1020. The computer 1000 also includes a hard disk drive interface 1030, a disk drive interface 1040, a serial port interface 1050, a video adapter 1060, and a network interface 1070. These components are connected by a bus 1080.

[0119] The memory 1010 includes a ROM (Read Only Memory) 1011 and a RAM 1012. The ROM 1011 stores, for example, a boot program such as a BIOS (Basic Input Output System). The hard disk drive interface 1030 is connected to a hard disk drive 1090. The disk drive interface 1040 is connected to a disk drive 1100. A removable storage medium such as a magnetic disk or optical disk is inserted into the disk drive 1100. The serial port interface 1050 is connected to, for example, a mouse 1110 and a keyboard 1120. The video adapter 1060 is connected to, for example, a display 1130.

[0120] The hard disk drive 1090 stores, for example, an OS 1091, an application program 1092, a program module 1093, and program data 1094. That is, the programs that define the processes of the various devices that make up the management information generation device 100 are implemented as program modules 1093 in which computer-executable code is written. The program modules 1093 are stored, for example, on the hard disk drive 1090. For example, program modules 1093 for executing processes similar to those of the functional configurations of the various devices that make up the management information generation device 100 are stored on the hard disk drive 1090. The hard disk drive 1090 may be replaced by an SSD (Solid State Drive).

[0121] Furthermore, setting data used in the processing of the above-described embodiment is stored as program data 1094, for example, in the memory 1010 or the hard disk drive 1090. Then, the CPU 1020 reads the program module 1093 or the program data 1094 stored in the memory 1010 or the hard disk drive 1090 into the RAM 1012 as necessary, and executes the processing of the above-described embodiment.

[0122] The program module 1093 and program data 1094 are not limited to being stored in the hard disk drive 1090, but may also be stored in, for example, a removable storage medium and read by the CPU 1020 via the disk drive 1100 or the like. Alternatively, the program module 1093 and program data 1094 may be stored in another computer connected via a network (such as a LAN or a WAN (Wide Area Network)). The program module 1093 and program data 1094 may then be read by the CPU 1020 from the other computer via the network interface 1070.

[0123] <Other> Although the present embodiment has been described above, the present embodiment is not limited by the descriptions and drawings that form part of the disclosure. In other words, other embodiments, examples, operational techniques, etc. that are made by those skilled in the art based on the present embodiment are all included in the scope of the present embodiment. [Explanation of symbols]

[0124] 100 Management information generating device 110 Communications Department 120 Storage section 121 Voice Input Information DB 122 Aggregate Information DB 123 Guest Information DB 130 control section 131 Reception 132 Storage area 133 Generation part 134 Output section 200 Voice input device

Claims

1. a storage unit that deletes information that identifies an individual from voice input information input via a voice input device and stores the information in a storage unit; a generating unit that generates information to be used for management of the accommodation facility to respond to requests of guests based on the voice input information from which the information that identifies the individual has been deleted; A management information generating device comprising:

2. The generation unit aggregating the voice input information from which the personally identifiable information has been deleted; Among the collected voice input information, the voice input information that satisfies a predetermined condition is determined as the request of the guest; generating information to be used in the management of the accommodation facility to meet the determined requests of the guests; 2. The management information generating device according to claim 1.

3. The generation unit The content of inquiries about the use of facilities at the accommodation facility, which are included in the voice input information from which the personally identifiable information has been deleted, is compiled; generating information regarding guidance on facility use as information to be used for management of the accommodation facility in response to inquiries about facility use of the accommodation facility for which the aggregated number of inquiries satisfies a predetermined descending order condition; 3. The management information generating device according to claim 1 or 2.

4. The generation unit aggregating the content of inquiries about guidance to nearby facilities contained in the voice input information from which the information that identifies the individual has been deleted; generating information about suggestions for the surrounding facilities as information to be used for the management of the accommodation facility in response to inquiries about the surrounding facilities whose aggregated numbers satisfy a predetermined descending order condition; 3. The management information generating device according to claim 1 or 2.

5. The generation unit aggregating the contents of complaints from the guests contained in the voice input information from which the personally identifiable information has been deleted; generating information that combines one or more of the aggregated complaint content, complaint response history corresponding to the complaint content, and external information related to the accommodation facility as information to be used in the management of the accommodation facility; 3. The management information generating device according to claim 1 or 2.

6. The response history of the complaint is as follows: A conversation history regarding a complaint between the guest and at least one of the voice input device and an employee of the accommodation facility.

6. The management information generating device according to claim 5.

7. A management information generation method executed by a management information generation device, comprising: a storage step of deleting information that identifies an individual from the voice input information input via the voice input device and storing the voice input information in a storage unit; a generating step of generating information to be used for management of the accommodation facility to respond to requests of guests based on the voice input information from which the information that identifies the individual has been deleted; A management information generating method comprising:

8. a storing step of deleting information that identifies an individual from the voice input information input via the voice input device and storing the voice input information in a storage unit; a generating step of generating information to be used for management of the accommodation facility to respond to requests of the lodger based on the voice input information from which the information that identifies the individual has been deleted; A management information generation program that causes a computer to execute the above.

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