System

Abstract

An object of a system according to an embodiment is to quickly and appropriately respond to a question or a request from a customer.SOLUTION: A system according to an embodiment includes a customer service humanoid, a voice recognition technique, and an answer generation unit. The serving humanoid is loaded with the generated AI. Voice recognition technology uses voice recognition technology to understand a customer's question or request. The answer generation unit generates an appropriate answer based on a question or a request understood by the speech recognition technology.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

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

[0003] [Patent Document 1] Japanese Patent Publication No. 2022-180282 Summary of the Invention [Problem to be solved by the invention]

[0004] Conventional techniques have had the problem of making it difficult to respond quickly and appropriately to customer questions and requests in customer service.

[0005] The system according to the embodiment aims to respond quickly and appropriately to customer questions and requests. [Means for solving the problem]

[0006] The system according to the embodiment comprises a customer service humanoid, speech recognition technology, and an answer generation unit. The customer service humanoid is equipped with a generation AI. The speech recognition technology uses speech recognition technology to understand customer questions and requests. The answer generation unit generates appropriate answers based on the questions and requests understood by the speech recognition technology. [Effects of the Invention]

[0007] The system according to the embodiment can respond quickly and appropriately to customer questions and requests. [Brief explanation of the drawings]

[0008] [Figure 1] 1 is a conceptual diagram showing an example of the configuration of a data processing system according to a first embodiment. [Figure 2] 1 is a conceptual diagram showing an example of main functions of a data processing device and a smart device according to a first embodiment. [Figure 3] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a second embodiment. [Figure 4] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and smart glasses according to a second embodiment. [Figure 5] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a third embodiment. [Figure 6] FIG. 11 is a conceptual diagram showing an example of main functions of a data processing device and a headset-type terminal according to a third embodiment. [Figure 7] FIG. 10 is a conceptual diagram showing an example of the configuration of a data processing system according to a fourth embodiment. [Figure 8] FIG. 10 is a conceptual diagram showing an example of main functions of a data processing device and a robot according to a fourth embodiment. [Figure 9] 1 shows an emotion map onto which multiple emotions are mapped. [Figure 10] 1 shows an emotion map onto which multiple emotions are mapped. DETAILED DESCRIPTION OF THE INVENTION

[0009] An example of an embodiment of a system according to the technology of the present disclosure will be described below with reference to the accompanying drawings.

[0010] First, the terms used in the following description will be explained.

[0011] In the following embodiments, a coded processor (hereinafter simply referred to as a "processor") may be a single arithmetic device or a combination of multiple arithmetic devices. Furthermore, the processor may be a single type of arithmetic device or a combination of multiple types of arithmetic devices. Examples of arithmetic devices include a CPU (Central Processing Unit), a GPU (Graphics Processing Unit), a GPGPU (General-Purpose computing on Graphics Processing Units), an APU (Accelerated Processing Unit), or a TPU (Tensor Processing Unit).

[0012] In the following embodiments, a coded RAM (Random Access Memory) is a memory in which information is temporarily stored and is used as a working memory by a processor.

[0013] In the following embodiments, the coded storage is one or more non-volatile storage devices that store various programs, various parameters, etc. Examples of non-volatile storage devices include flash memory (SSD (Solid State Drive)), magnetic disks (e.g., hard disks), and magnetic tapes.

[0014] In the following embodiments, a communication I / F (Interface) with a symbol is an interface including a communication processor, an antenna, etc. The communication I / F controls communication between multiple computers. Examples of communication standards applied to the communication I / F include wireless communication standards including 5G (5th Generation Mobile Communication System), Wi-Fi (registered trademark), and Bluetooth (registered trademark).

[0015] In the following embodiments, "A and / or B" is synonymous with "at least one of A and B." In other words, "A and / or B" means that it may be only A, only B, or a combination of A and B. Furthermore, in this specification, the same concept as "A and / or B" is also applied when three or more things are expressed connected by "and / or."

[0016] [First embodiment] FIG. 1 shows an example of the configuration of a data processing system 10 according to the first embodiment.

[0017] 1, a data processing system 10 includes a data processing device 12 and a smart device 14. An example of the data processing device 12 is a server.

[0018] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN (Wide Area Network) and / or a LAN (Local Area Network).

[0019] The smart device 14 includes a computer 36, a reception device 38, an output device 40, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The reception device 38, the output device 40, and the camera 42 are also connected to the bus 52.

[0020] The reception device 38 includes a touch panel 38A and a microphone 38B, and receives user input. The touch panel 38A detects contact with a pointer (for example, a pen or a finger) to receive user input by the touch of the pointer. The microphone 38B detects the user's voice to receive user input by voice. The control unit 46A transmits data indicating the user input received by the touch panel 38A and the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 (see FIG. 2) acquires the data indicating the user input.

[0021] Output device 40 includes a display 40A and a speaker 40B, and presents data to a user by outputting the data in a form of expression that the user can perceive (e.g., audio and / or text). Display 40A displays visible information such as text and images in accordance with instructions from processor 46. Speaker 40B outputs audio in accordance with instructions from processor 46. Camera 42 is a compact digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor.

[0022] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 control the exchange of various information between the processor 46 and the processor 28 via the network 54.

[0023] FIG. 2 shows an example of the main functions of the data processing device 12 and the smart device 14.

[0024] 2, in the data processing device 12, a specific process is performed by the processor 28. A specific processing program 56 is stored in the storage 32. The specific processing program 56 is an example of a "program" according to the technology of the present disclosure. The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific process is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0025] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290. The identification processing unit 290 can estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0026] In the smart device 14, the specific processing is performed by the processor 46. The storage 50 stores a specific processing program 60. The specific processing program 60 is used together with the specific processing program 56 by the data processing system 10. The processor 46 reads the specific processing program 60 from the storage 50 and executes the read specific processing program 60 on the RAM 48. The specific processing is realized by the processor 46 operating as the control unit 46A in accordance with the specific processing program 60 executed on the RAM 48. Note that the smart device 14 may have a data generation model and an emotion identification model similar to the data generation model 58 and the emotion identification model 59.

[0027] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device (e.g., a generation server) may have the data generation model 58. In this case, the data processing device 12 obtains a processing result (prediction result, etc.) using the data generation model 58 by communicating with the server device having the data generation model 58. Furthermore, the data processing device 12 may be a server device, or may be a terminal device owned by a user (e.g., a mobile phone, a robot, a home appliance, etc.). Next, an example of processing by the data processing system 10 according to the first embodiment will be described.

[0028] (Example 1) The customer service system according to the embodiment of the present invention is a system in which a customer service humanoid equipped with generative AI is installed in a storefront, which converses with customers and responds appropriately to their questions and requests. This enables the customer service system to improve the efficiency of customer service operations and customer satisfaction.

[0029] A customer service system according to an embodiment includes a customer service humanoid equipped with a generative AI, speech recognition technology, and an answer generation unit. The customer service humanoid equipped with a generative AI converses with customers. For example, when a customer speaks to the humanoid at a storefront, the humanoid initiates a dialogue using the generative AI. The speech recognition technology understands the customer's questions and requests. For example, the speech recognition technology converts the customer's speech into text data and analyzes the content. The speech recognition technology can also use natural language processing technology to understand the intent of the customer's speech. The answer generation unit generates an appropriate answer based on the question or request understood by the speech recognition technology. For example, the answer generation unit generates an answer to the customer's question using a generative AI (e.g., a natural language generation model such as GPT-3 or BERT). The answer generation unit can also make suggestions based on the customer's request. For example, the answer generation unit provides information on the availability and location of a product the customer is looking for. This enables quick and accurate responses to customer questions and requests.

[0030] The answer generation unit can explain the features, price, and usage of a product in response to a customer's question. For example, the answer generation unit explains the features of a product in response to a customer's question. For example, it explains the product's specifications and unique functions. The answer generation unit also explains the price of the product. For example, it provides price information and discount information that is updated in real time. The answer generation unit also explains how to use the product. For example, it provides a step-by-step guide or video tutorial. This allows the customer to obtain detailed information about the product.

[0031] The answer generation unit can provide information about the inventory status and location of a product in response to a customer's question. The answer generation unit, for example, provides information about the inventory status of a product in response to a customer's question. For example, the inventory status of a product can be confirmed using a real-time inventory management system. The answer generation unit also provides information about the location of the product. For example, the location of the product can be provided using an in-store map or a navigation system. This allows the customer to quickly find the product.

[0032] The answer generation unit can generate answers in multiple languages ​​to customer questions. The answer generation unit generates answers in multiple languages ​​to customer questions, for example. For example, dialogue in multiple languages ​​such as English, Chinese, and Korean is possible. The answer generation unit can also automatically recognize the language of the customer and generate answers in that language. This allows it to accommodate foreign customers as well.

[0033] The answer generation unit can analyze a customer's preferences and past purchase history and suggest products and services based on the results. The answer generation unit, for example, analyzes a customer's preferences and suggests products based on the results. For example, it suggests related products based on products that the customer has purchased in the past or products in which the customer has shown interest. The answer generation unit also analyzes a customer's past purchase history and suggests services based on the results. For example, it suggests related services based on services that the customer has used in the past. This makes it possible to suggest products and services that suit the customer.

[0034] The answer generation unit can collect and analyze feedback from customers. The answer generation unit, for example, collects feedback from customers. For example, when a customer gives an evaluation or opinion about customer service, the content of that evaluation or opinion is recorded. The answer generation unit also analyzes the collected feedback. For example, the answer generation unit analyzes customer evaluations and opinions and provides data for service improvement. This makes it possible to improve services by reflecting customer opinions.

[0035] Customer service humanoids equipped with generative AI can track customer movements in real time and maintain an appropriate distance while serving customers. For example, customer service humanoids equipped with generative AI use a camera mounted on the humanoid to track customer movements in real time and automatically adjust their position to maintain an appropriate distance. For example, the humanoid will move backward when a customer approaches and move forward when the customer moves away. Customer service humanoids equipped with generative AI also use sensors to detect customer movements and adjust their behavior to maintain an appropriate distance. For example, if a customer reaches out their hand, the humanoid will move back slightly. Customer service humanoids equipped with generative AI also automatically adjust their position according to the customer's movements, maintaining a comfortable distance while serving customers. For example, when a customer sits down, the humanoid will also move to a seated position. This allows for serving customers while maintaining an appropriate distance, providing a comfortable customer service experience.

[0036] A customer service humanoid equipped with generative AI can refer to a customer's past visit history and provide special service to repeat customers. For example, a customer service humanoid equipped with generative AI can retrieve a customer's past visit history from a database and provide special greetings and service to repeat customers. For example, it can greet them with a greeting such as, "Welcome back, it's been a long time since you last visited." A customer service humanoid equipped with generative AI can also refer to a customer's past purchase history and provide special discounts and services to repeat customers. For example, it can make suggestions such as, "We have new products in stock that are related to the items you purchased last time." In addition, a customer service humanoid equipped with generative AI can refer to a customer's preferences and past feedback in order to provide special service to repeat customers. For example, it can have conversations such as, "Did you like the wine we recommended the last time you visited?" This can improve customer satisfaction by providing special service to repeat customers.

[0037] Customer service humanoids equipped with generative AI can work with other digital devices in the store to optimize customer flow. For example, customer service humanoids equipped with generative AI can work with in-store digital signage to optimize customer flow. For example, they can guide customers according to the level of congestion, ensuring a smooth flow of customers. Customer service humanoids equipped with generative AI can also work with in-store smart shelves to provide real-time guidance on the location of the products customers are looking for. For example, they can provide guidance such as, "The product you are looking for is on the shelf on the right." Customer service humanoids equipped with generative AI can also work with in-store security cameras to monitor customer movements and provide optimal flow of customers. For example, they can guide customers to avoid crowded areas. This optimizes customer flow, providing a smooth customer experience.

[0038] A customer service humanoid equipped with generative AI can offer a special benefit the next time a customer visits based on their purchase history. For example, a customer service humanoid equipped with generative AI can refer to a customer's purchase history and offer a special benefit the next time they visit. For example, it can provide a service such as, "We will give you a coupon related to the product you purchased last time." A customer service humanoid equipped with generative AI can also offer special discounts and services the next time a customer visits based on their purchase history. For example, it can suggest, "We will give you a 10% off coupon the next time you visit." A customer service humanoid equipped with generative AI can also analyze a customer's purchase history and offer a special benefit the next time they visit. For example, it can provide a service such as, "We have new products in stock that are related to the product you purchased last time, so we will give you a special offer." This can help increase repeat customers by offering special benefits the next time a customer visits,

[0039] A customer service humanoid equipped with generative AI can analyze the content of a customer's question and provide reviews and ratings of related products in real time. A customer service humanoid equipped with generative AI can, for example, analyze the content of a customer's question and provide reviews of related products in real time. For example, in response to a question such as, "Please tell me the reviews and ratings of this product," it displays the most recent reviews. A customer service humanoid equipped with generative AI can also analyze the content of a customer's question and provide ratings of related products in real time. For example, in response to a question such as, "What is the rating of this product?" it displays the rating score. A customer service humanoid equipped with generative AI can also analyze the content of a customer's question and provide integrated reviews and ratings of related products. For example, in response to a question such as, "Please tell me the reviews and ratings of this product," it displays the reviews and rating score simultaneously. This allows customers to obtain product reviews and ratings in real time.

[0040] A customer service humanoid equipped with generative AI can present multiple answer options to customer questions, allowing the customer to choose from. For example, a customer service humanoid equipped with generative AI can present multiple answer options to customer questions. For example, for a question such as "Please tell me how to use this product," it can present text, video, and image options. A customer service humanoid equipped with generative AI can also generate multiple answer options to customer questions, allowing the customer to choose from. For example, for a question such as "Please tell me the features of this product," it can present options such as a detailed description, a simple description, and comparative information. A customer service humanoid equipped with generative AI can also present multiple answer options to customer questions, allowing the customer to select the most appropriate answer. For example, for a question such as "Please tell me the price of this product," it can present options such as the regular price, discounted price, and set price. This allows the customer to select the most appropriate answer.

[0041] A customer service humanoid equipped with generative AI can customize answers to customer questions based on the customer's past purchase history and preferences. For example, a customer service humanoid equipped with generative AI can refer to a customer's past purchase history to customize answers to questions. For example, in response to a question such as "Please tell me how to use this product," it will explain how to use products that have been purchased in the past. A customer service humanoid equipped with generative AI can also analyze a customer's preferences and customize answers to questions. For example, in response to a question such as "Please tell me the features of this product," it will explain by emphasizing the features that the customer prefers. A customer service humanoid equipped with generative AI can also customize answers to questions by integrating a customer's past purchase history and preferences. For example, in response to a question such as "What do you think of this product?" it will explain by comparing it with products that the customer has given high ratings to in the past. This allows it to provide the most appropriate answer to the customer.

[0042] A customer service humanoid equipped with generative AI can provide relevant video tutorials and demonstrations in response to customer questions. A customer service humanoid equipped with generative AI can provide relevant video tutorials in response to customer questions. For example, in response to a question such as "Please tell me how to use this product," it can play a video explaining how to use the product. A customer service humanoid equipped with generative AI can also provide relevant demonstrations in response to customer questions. For example, in response to a question such as "Please tell me the features of this product," it can play a video demonstrating the product's features. A customer service humanoid equipped with generative AI can also provide a combination of video tutorials and demonstrations in response to customer questions. For example, in response to a question such as "Please tell me how to use this product and its features," it can play a video explaining how to use the product and its features. This allows customers to visually understand how to use the product and its features.

[0043] A customer service humanoid equipped with generative AI can provide the most appropriate answer to a customer's question by referring to the question history of other customers. A customer service humanoid equipped with generative AI can, for example, refer to the question history of other customers and provide the most appropriate answer. For example, for a question such as "Please tell me how to use this product," it selects the most appropriate answer from the past question history. A customer service humanoid equipped with generative AI can also analyze the question history of other customers and provide the most appropriate answer to a customer's question. For example, for a question such as "Please tell me the features of this product," it selects the most appropriate answer from the past question history. A customer service humanoid equipped with generative AI can also customize answers to questions based on the question history of other customers. For example, for a question such as "What is your opinion of this product?" it selects the most appropriate answer from the past question history and customizes it to suit the customer's preferences. This allows the customer to receive the most appropriate answer.

[0044] Customer service humanoids equipped with generative AI can customize their responses by taking into account not only the customer's language but also their cultural background. Customer service humanoids equipped with generative AI can customize their responses by taking into account the customer's cultural background as well as their language. For example, they can incorporate greetings and etiquette based on the culture of the customer's country of origin. Customer service humanoids equipped with generative AI can also analyze the customer's language and cultural background to provide appropriate responses. For example, they can provide information about important events and holidays in a particular culture. Customer service humanoids equipped with generative AI can also integrate the customer's language and cultural background to provide customized responses. For example, they can provide product explanations and suggestions that are tailored to the customer's culture. This makes it possible to respond in accordance with the customer's cultural background.

[0045] Customer service humanoids equipped with generative AI can provide not only multilingual support, but also sign language and audio guides for the visually impaired. Customer service humanoids equipped with generative AI can, for example, provide sign language in addition to multilingual support. For example, they can use sign language to explain products and provide guidance to the hearing impaired. Customer service humanoids equipped with generative AI can also provide audio guides for the visually impaired. For example, they can explain product features and prices aloud, making it easier for the visually impaired to obtain information. Customer service humanoids equipped with generative AI can also integrate sign language and audio guides with multilingual support to provide comprehensive support. For example, by providing sign language and audio guides simultaneously, they can accommodate both the hearing and visually impaired. This makes them suitable for both the hearing and visually impaired.

[0046] A customer service humanoid equipped with generative AI can automatically recognize a customer's language and switch to the most appropriate language in real time. A customer service humanoid equipped with generative AI can automatically recognize a customer's language and switch to the most appropriate language in real time. For example, if a customer speaks to it in English, it will respond in English, and if the customer then speaks to it in Japanese, it will switch to Japanese. A customer service humanoid equipped with generative AI can also analyze a customer's language using voice recognition technology and respond in the most appropriate language. For example, if a customer speaks to it in Chinese, it will automatically switch to responding in Chinese. A customer service humanoid equipped with generative AI can also build a system that recognizes a customer's language in real time and responds in the most appropriate language. For example, if a customer speaks to it in Korean, it will immediately switch to responding in Korean. This makes it possible to respond in real time according to the customer's language.

[0047] Customer service humanoids equipped with generative AI can understand and respond to the nuances and slang of each language when providing multilingual support. Customer service humanoids equipped with generative AI can, for example, understand and respond to the nuances and slang of each language when providing multilingual support. For example, they can understand English slang and Japanese dialects and respond appropriately. Customer service humanoids equipped with generative AI can also analyze the nuances and slang of each language and engage in natural dialogue. For example, they can respond appropriately to specific slang used by customers. Customer service humanoids equipped with generative AI can also customize their responses by taking nuances and slang into account when providing multilingual support. For example, they can respond appropriately to specific expressions used by customers. This allows them to understand and respond to the nuances and slang of each language.

[0048] The system according to the embodiment is not limited to the above-described example, and various modifications are possible, for example, as follows.

[0049] The customer service system can further include an incentive provision unit to increase customer purchasing motivation. For example, if a customer shows interest in a particular product, a discount coupon related to that product can be immediately provided. The incentive provision unit can also award points that can be used the next time a customer visits the store when the customer makes a purchase of a certain amount or more. Furthermore, the incentive provision unit can also offer benefits when a customer introduces the store to a friend. This can increase customer purchasing motivation and encourage an increase in repeat customers.

[0050] The customer service system can also be equipped with a health management unit that monitors the customer's health condition. For example, if a customer complains of feeling unwell at the store, the health management unit can measure the customer's body temperature and heart rate and contact a medical institution if necessary. The health management unit can also suggest healthy products and services based on the customer's health condition. Furthermore, the health management unit can analyze the customer's health data and provide reminders for regular health checks. This supports customers' health management and allows them to enjoy shopping with peace of mind.

[0051] The customer service system can further include an eco-suggestion unit to raise customers' eco-consciousness. For example, when a customer purchases a product, the unit provides the customer with information about the product's environmental impact. The eco-suggestion unit can also suggest eco-friendly products. For example, the unit can introduce products that use renewable energy or recycled materials. The eco-suggestion unit can also encourage customers to use eco-bags and promote the purchase of eco-bags. This can raise customers' eco-consciousness and promote sustainable consumption.

[0052] The customer service system may further include an entertainment provider that provides entertainment content customized based on the customer's hobbies and interests. For example, the entertainment provider may provide a list of movies or music that the customer finds interesting so that they do not get bored while waiting. The entertainment provider may also provide information about related events and activities based on the customer's hobbies. Furthermore, the entertainment provider may provide the latest news and trend information in areas that interest the customer. This allows the customer to spend their waiting time meaningfully.

[0053] The customer service system can also be equipped with a security monitoring unit to ensure customer safety. For example, it can be linked to in-store surveillance cameras and issue an alert if it detects abnormal behavior. The security monitoring unit can also be equipped with a location tracking function to respond quickly if a customer gets lost. Furthermore, the security monitoring unit can also quickly guide customers to an evacuation site in an emergency to ensure customer safety. This allows customers to enjoy shopping with peace of mind.

[0054] The processing flow of the first embodiment will be briefly explained below.

[0055] Step 1: The customer service humanoid equipped with generative AI converses with the customer. For example, when a customer speaks to the humanoid at a storefront, the humanoid begins a conversation using generative AI. Step 2: Speech recognition technology understands the customer's question or request. For example, speech recognition technology converts the customer's speech into text data and analyzes its content. Speech recognition technology can also use natural language processing technology to understand the intent of the customer's speech. Step 3: The answer generation unit generates an appropriate answer based on the question or request understood by the speech recognition technology. For example, the answer generation unit uses generative AI (e.g., natural language generation models such as GPT-3 or BERT) to generate an answer to the customer's question. The answer generation unit can also make suggestions based on the customer's request. For example, the answer generation unit may provide information on the availability and location of the product the customer is looking for.

[0056] (Example 2) The customer service system according to the embodiment of the present invention is a system in which a customer service humanoid equipped with generative AI is installed in a storefront, which converses with customers and responds appropriately to their questions and requests. This enables the customer service system to improve the efficiency of customer service operations and customer satisfaction.

[0057] A customer service system according to an embodiment includes a customer service humanoid equipped with a generative AI, speech recognition technology, and an answer generation unit. The customer service humanoid equipped with a generative AI converses with customers. For example, when a customer speaks to the humanoid at a storefront, the humanoid initiates a dialogue using the generative AI. The speech recognition technology understands the customer's questions and requests. For example, the speech recognition technology converts the customer's speech into text data and analyzes the content. The speech recognition technology can also use natural language processing technology to understand the intent of the customer's speech. The answer generation unit generates an appropriate answer based on the question or request understood by the speech recognition technology. For example, the answer generation unit generates an answer to the customer's question using a generative AI (e.g., a natural language generation model such as GPT-3 or BERT). The answer generation unit can also make suggestions based on the customer's request. For example, the answer generation unit provides information on the availability and location of a product the customer is looking for. This enables quick and accurate responses to customer questions and requests.

[0058] The answer generation unit can explain the features, price, and usage of a product in response to a customer's question. For example, the answer generation unit explains the features of a product in response to a customer's question. For example, it explains the product's specifications and unique functions. The answer generation unit also explains the price of the product. For example, it provides price information and discount information that is updated in real time. The answer generation unit also explains how to use the product. For example, it provides a step-by-step guide or video tutorial. This allows the customer to obtain detailed information about the product.

[0059] The answer generation unit can provide information about the inventory status and location of a product in response to a customer's question. The answer generation unit, for example, provides information about the inventory status of a product in response to a customer's question. For example, the inventory status of a product can be confirmed using a real-time inventory management system. The answer generation unit also provides information about the location of the product. For example, the location of the product can be provided using an in-store map or a navigation system. This allows the customer to quickly find the product.

[0060] The answer generation unit can generate answers in multiple languages ​​to customer questions. The answer generation unit generates answers in multiple languages ​​to customer questions, for example. For example, dialogue in multiple languages ​​such as English, Chinese, and Korean is possible. The answer generation unit can also automatically recognize the language of the customer and generate answers in that language. This allows it to accommodate foreign customers as well.

[0061] The answer generation unit can analyze a customer's preferences and past purchase history and suggest products and services based on the results. The answer generation unit, for example, analyzes a customer's preferences and suggests products based on the results. For example, it suggests related products based on products that the customer has purchased in the past or products in which the customer has shown interest. The answer generation unit also analyzes a customer's past purchase history and suggests services based on the results. For example, it suggests related services based on services that the customer has used in the past. This makes it possible to suggest products and services that suit the customer.

[0062] The answer generation unit can collect and analyze feedback from customers. The answer generation unit, for example, collects feedback from customers. For example, when a customer gives an evaluation or opinion about customer service, the content of that evaluation or opinion is recorded. The answer generation unit also analyzes the collected feedback. For example, the answer generation unit analyzes customer evaluations and opinions and provides data for service improvement. This makes it possible to improve services by reflecting customer opinions.

[0063] Customer service humanoids equipped with generative AI can analyze a customer's facial expressions and tone of voice to infer their emotions and adjust their response accordingly. For example, a customer service humanoid equipped with generative AI captures a customer's facial expressions with a camera and infers their emotions using facial expression analysis technology. For example, it can determine whether the customer is happy or unhappy from facial expressions such as a smile or furrowed brow, and adjust its response accordingly. Customer service humanoids equipped with generative AI also collect the tone of a customer's voice with a microphone and infer their emotions using voice analysis technology. For example, it can determine whether the customer is nervous or relaxed from the pitch and speed of their voice, and adjust its response accordingly. Customer service humanoids equipped with generative AI can also combine facial expressions and tone of voice to comprehensively infer emotions and adjust their response accordingly. For example, it can respond in a friendly manner to a customer with a smile and a high-pitched voice, and in a polite manner to a customer with a furrowed brow and a low-pitched voice. This makes it possible to respond according to the customer's emotions.

[0064] Customer service humanoids equipped with generative AI can track customer movements in real time and maintain an appropriate distance while serving customers. For example, customer service humanoids equipped with generative AI use a camera mounted on the humanoid to track customer movements in real time and automatically adjust their position to maintain an appropriate distance. For example, the humanoid will move backward when a customer approaches and move forward when the customer moves away. Customer service humanoids equipped with generative AI also use sensors to detect customer movements and adjust their behavior to maintain an appropriate distance. For example, if a customer reaches out their hand, the humanoid will move back slightly. Customer service humanoids equipped with generative AI also automatically adjust their position according to the customer's movements, maintaining a comfortable distance while serving customers. For example, when a customer sits down, the humanoid will also move to a seated position. This allows for serving customers while maintaining an appropriate distance, providing a comfortable customer service experience.

[0065] A customer service humanoid equipped with generative AI can refer to a customer's past visit history and provide special service to repeat customers. For example, a customer service humanoid equipped with generative AI can retrieve a customer's past visit history from a database and provide special greetings and service to repeat customers. For example, it can greet them with a greeting such as, "Welcome back, it's been a long time since you last visited." A customer service humanoid equipped with generative AI can also refer to a customer's past purchase history and provide special discounts and services to repeat customers. For example, it can make suggestions such as, "We have new products in stock that are related to the items you purchased last time." In addition, a customer service humanoid equipped with generative AI can refer to a customer's preferences and past feedback in order to provide special service to repeat customers. For example, it can have conversations such as, "Did you like the wine we recommended the last time you visited?" This can improve customer satisfaction by providing special service to repeat customers.

[0066] Customer service humanoids equipped with generative AI can work with other digital devices in the store to optimize customer flow. For example, customer service humanoids equipped with generative AI can work with in-store digital signage to optimize customer flow. For example, they can guide customers according to the level of congestion, ensuring a smooth flow of customers. Customer service humanoids equipped with generative AI can also work with in-store smart shelves to provide real-time guidance on the location of the products customers are looking for. For example, they can provide guidance such as, "The product you are looking for is on the shelf on the right." Customer service humanoids equipped with generative AI can also work with in-store security cameras to monitor customer movements and provide optimal flow of customers. For example, they can guide customers to avoid crowded areas. This optimizes customer flow, providing a smooth customer experience.

[0067] A customer service humanoid equipped with generative AI can offer a special benefit the next time a customer visits based on their purchase history. For example, a customer service humanoid equipped with generative AI can refer to a customer's purchase history and offer a special benefit the next time they visit. For example, it can provide a service such as, "We will give you a coupon related to the product you purchased last time." A customer service humanoid equipped with generative AI can also offer special discounts and services the next time a customer visits based on their purchase history. For example, it can suggest, "We will give you a 10% off coupon the next time you visit." A customer service humanoid equipped with generative AI can also analyze a customer's purchase history and offer a special benefit the next time they visit. For example, it can provide a service such as, "We have new products in stock that are related to the product you purchased last time, so we will give you a special offer." This can help increase repeat customers by offering special benefits the next time a customer visits,

[0068] A customer service humanoid equipped with generative AI can analyze the content of a customer's question and provide reviews and ratings of related products in real time. A customer service humanoid equipped with generative AI can, for example, analyze the content of a customer's question and provide reviews of related products in real time. For example, in response to a question such as, "Please tell me the reviews and ratings of this product," it displays the most recent reviews. A customer service humanoid equipped with generative AI can also analyze the content of a customer's question and provide ratings of related products in real time. For example, in response to a question such as, "What is the rating of this product?" it displays the rating score. A customer service humanoid equipped with generative AI can also analyze the content of a customer's question and provide integrated reviews and ratings of related products. For example, in response to a question such as, "Please tell me the reviews and ratings of this product," it displays the reviews and rating score simultaneously. This allows customers to obtain product reviews and ratings in real time.

[0069] A customer service humanoid equipped with generative AI can present multiple answer options to customer questions, allowing the customer to choose from. For example, a customer service humanoid equipped with generative AI can present multiple answer options to customer questions. For example, for a question such as "Please tell me how to use this product," it can present text, video, and image options. A customer service humanoid equipped with generative AI can also generate multiple answer options to customer questions, allowing the customer to choose from. For example, for a question such as "Please tell me the features of this product," it can present options such as a detailed description, a simple description, and comparative information. A customer service humanoid equipped with generative AI can also present multiple answer options to customer questions, allowing the customer to select the most appropriate answer. For example, for a question such as "Please tell me the price of this product," it can present options such as the regular price, discounted price, and set price. This allows the customer to select the most appropriate answer.

[0070] A customer service humanoid equipped with generative AI can customize answers to customer questions based on the customer's past purchase history and preferences. For example, a customer service humanoid equipped with generative AI can refer to a customer's past purchase history to customize answers to questions. For example, in response to a question such as "Please tell me how to use this product," it will explain how to use products that have been purchased in the past. A customer service humanoid equipped with generative AI can also analyze a customer's preferences and customize answers to questions. For example, in response to a question such as "Please tell me the features of this product," it will explain by emphasizing the features that the customer prefers. A customer service humanoid equipped with generative AI can also customize answers to questions by integrating a customer's past purchase history and preferences. For example, in response to a question such as "What do you think of this product?" it will explain by comparing it with products that the customer has given high ratings to in the past. This allows it to provide the most appropriate answer to the customer.

[0071] A customer service humanoid equipped with generative AI can provide relevant video tutorials and demonstrations in response to customer questions. A customer service humanoid equipped with generative AI can provide relevant video tutorials in response to customer questions. For example, in response to a question such as "Please tell me how to use this product," it can play a video explaining how to use the product. A customer service humanoid equipped with generative AI can also provide relevant demonstrations in response to customer questions. For example, in response to a question such as "Please tell me the features of this product," it can play a video demonstrating the product's features. A customer service humanoid equipped with generative AI can also provide a combination of video tutorials and demonstrations in response to customer questions. For example, in response to a question such as "Please tell me how to use this product and its features," it can play a video explaining how to use the product and its features. This allows customers to visually understand how to use the product and its features.

[0072] A customer service humanoid equipped with generative AI can provide the most appropriate answer to a customer's question by referring to the question history of other customers. A customer service humanoid equipped with generative AI can, for example, refer to the question history of other customers and provide the most appropriate answer. For example, for a question such as "Please tell me how to use this product," it selects the most appropriate answer from the past question history. A customer service humanoid equipped with generative AI can also analyze the question history of other customers and provide the most appropriate answer to a customer's question. For example, for a question such as "Please tell me the features of this product," it selects the most appropriate answer from the past question history. A customer service humanoid equipped with generative AI can also customize answers to questions based on the question history of other customers. For example, for a question such as "What is your opinion of this product?" it selects the most appropriate answer from the past question history and customizes it to suit the customer's preferences. This allows the customer to receive the most appropriate answer.

[0073] A customer service humanoid equipped with generative AI can use its emotion estimation function to measure a customer's stress level when they ask a question and make suggestions to help them relax. A customer service humanoid equipped with generative AI can, for example, use its emotion estimation function to measure a customer's stress level when they ask a question and make suggestions to help them relax. For example, if a customer is nervous, it can play relaxing music. A customer service humanoid equipped with generative AI can also measure a customer's stress level and make suggestions to help them relax. For example, if a customer is feeling stressed, it can advise them to take deep breaths. A customer service humanoid equipped with generative AI can also use its emotion estimation function to measure a customer's stress level and provide an environment to help them relax. For example, it can make suggestions such as changing the lighting to warmer colors. This allows customers to ask questions in a relaxed state.

[0074] Customer service humanoids equipped with generative AI can customize their responses by taking into account not only the customer's language but also their cultural background. Customer service humanoids equipped with generative AI can customize their responses by taking into account the customer's cultural background as well as their language. For example, they can incorporate greetings and etiquette based on the culture of the customer's country of origin. Customer service humanoids equipped with generative AI can also analyze the customer's language and cultural background to provide appropriate responses. For example, they can provide information about important events and holidays in a particular culture. Customer service humanoids equipped with generative AI can also integrate the customer's language and cultural background to provide customized responses. For example, they can provide product explanations and suggestions that are tailored to the customer's culture. This makes it possible to respond in accordance with the customer's cultural background.

[0075] Customer service humanoids equipped with generative AI can provide not only multilingual support, but also sign language and audio guides for the visually impaired. Customer service humanoids equipped with generative AI can, for example, provide sign language in addition to multilingual support. For example, they can use sign language to explain products and provide guidance to the hearing impaired. Customer service humanoids equipped with generative AI can also provide audio guides for the visually impaired. For example, they can explain product features and prices aloud, making it easier for the visually impaired to obtain information. Customer service humanoids equipped with generative AI can also integrate sign language and audio guides with multilingual support to provide comprehensive support. For example, by providing sign language and audio guides simultaneously, they can accommodate both the hearing and visually impaired. This makes them suitable for both the hearing and visually impaired.

[0076] A customer service humanoid equipped with generative AI can automatically recognize a customer's language and switch to the most appropriate language in real time. A customer service humanoid equipped with generative AI can automatically recognize a customer's language and switch to the most appropriate language in real time. For example, if a customer speaks to it in English, it will respond in English, and if the customer then speaks to it in Japanese, it will switch to Japanese. A customer service humanoid equipped with generative AI can also analyze a customer's language using voice recognition technology and respond in the most appropriate language. For example, if a customer speaks to it in Chinese, it will automatically switch to responding in Chinese. A customer service humanoid equipped with generative AI can also build a system that recognizes a customer's language in real time and responds in the most appropriate language. For example, if a customer speaks to it in Korean, it will immediately switch to responding in Korean. This makes it possible to respond in real time according to the customer's language.

[0077] Customer service humanoids equipped with generative AI can understand and respond to the nuances and slang of each language when providing multilingual support. Customer service humanoids equipped with generative AI can, for example, understand and respond to the nuances and slang of each language when providing multilingual support. For example, they can understand English slang and Japanese dialects and respond appropriately. Customer service humanoids equipped with generative AI can also analyze the nuances and slang of each language and engage in natural dialogue. For example, they can respond appropriately to specific slang used by customers. Customer service humanoids equipped with generative AI can also customize their responses by taking nuances and slang into account when providing multilingual support. For example, they can respond appropriately to specific expressions used by customers. This allows them to understand and respond to the nuances and slang of each language.

[0078] A customer service humanoid equipped with generative AI can use its emotion estimation function to analyze a customer's emotions during a conversation in different languages ​​and provide the optimal response. A customer service humanoid equipped with generative AI can, for example, use its emotion estimation function to analyze a customer's emotions during a conversation in different languages ​​and provide the optimal response. For example, it can analyze a customer's emotions when they are speaking in English and provide an appropriate response. A customer service humanoid equipped with generative AI can also analyze a customer's emotions and provide the optimal response during a conversation in different languages. For example, it can analyze a customer's emotions when they are speaking in Chinese and provide a response to help them relax. A customer service humanoid equipped with generative AI can also use its emotion estimation function to analyze a customer's emotions during a conversation in different languages ​​and customize its response. For example, it can analyze a customer's emotions when they are speaking in Korean and provide an appropriate response. This makes it possible to analyze a customer's emotions during a conversation in different languages ​​and provide the optimal response.

[0079] The system according to the embodiment is not limited to the above-described example, and various modifications are possible, for example, as follows.

[0080] The customer service system can further include an incentive provision unit to increase customer purchasing motivation. For example, if a customer shows interest in a particular product, a discount coupon related to that product can be immediately provided. The incentive provision unit can also award points that can be used the next time a customer visits the store when the customer makes a purchase of a certain amount or more. Furthermore, the incentive provision unit can also offer benefits when a customer introduces the store to a friend. This can increase customer purchasing motivation and encourage an increase in repeat customers.

[0081] The customer service system can also be equipped with a health management unit that monitors the customer's health condition. For example, if a customer complains of feeling unwell at the store, the health management unit can measure the customer's body temperature and heart rate and contact a medical institution if necessary. The health management unit can also suggest healthy products and services based on the customer's health condition. Furthermore, the health management unit can analyze the customer's health data and provide reminders for regular health checks. This supports customers' health management and allows them to enjoy shopping with peace of mind.

[0082] The customer service system can further include an eco-suggestion unit to raise customers' eco-consciousness. For example, when a customer purchases a product, the unit provides the customer with information about the product's environmental impact. The eco-suggestion unit can also suggest eco-friendly products. For example, the unit can introduce products that use renewable energy or recycled materials. The eco-suggestion unit can also encourage customers to use eco-bags and promote the purchase of eco-bags. This can raise customers' eco-consciousness and promote sustainable consumption.

[0083] The customer service system may further include an entertainment provider that provides entertainment content customized based on the customer's hobbies and interests. For example, the entertainment provider may provide a list of movies or music that the customer finds interesting so that they do not get bored while waiting. The entertainment provider may also provide information about related events and activities based on the customer's hobbies. Furthermore, the entertainment provider may provide the latest news and trend information in areas that interest the customer. This allows the customer to spend their waiting time meaningfully.

[0084] The customer service system can also be equipped with a security monitoring unit to ensure customer safety. For example, it can be linked to in-store surveillance cameras and issue an alert if it detects abnormal behavior. The security monitoring unit can also be equipped with a location tracking function to respond quickly if a customer gets lost. Furthermore, the security monitoring unit can also quickly guide customers to an evacuation site in an emergency to ensure customer safety. This allows customers to enjoy shopping with peace of mind.

[0085] The customer service system can further include an environmental adjustment unit that estimates the customer's emotions and relaxes them based on the estimated emotions. For example, if a customer is feeling stressed, the environmental adjustment unit can change the store's lighting to warm colors and play relaxing music. If a customer feels nervous, the environmental adjustment unit can also advise the customer to take deep breaths. Furthermore, the environmental adjustment unit can adjust the scent and temperature according to the customer's emotions. This allows the customer to enjoy shopping in a relaxed state.

[0086] The customer service system can further include an emotion response suggestion unit that estimates the emotion of the customer and suggests appropriate products based on the estimated emotion. For example, if the customer is happy, the emotion response suggestion unit suggests products that will further improve the customer's mood. Also, if the customer is dissatisfied, the emotion response suggestion unit can also suggest products that will improve the customer's mood. Furthermore, if the customer is relaxed, the emotion response suggestion unit can also suggest products that have a relaxing effect. This makes it possible to suggest products that correspond to the customer's emotions.

[0087] The customer service system can further include a customer service adjustment unit that estimates the customer's emotions and adjusts the customer service style based on the estimated emotions. For example, if the customer is nervous, the customer service adjustment unit can provide more polite and calm customer service. Alternatively, if the customer is relaxed, the customer service adjustment unit can provide more friendly and casual customer service. Furthermore, if the customer is dissatisfied, the customer service adjustment unit can take action to quickly resolve the problem. This makes it possible to provide optimal customer service according to the customer's emotions.

[0088] The customer service system can further include a feedback providing unit that estimates the customer's emotions and provides appropriate feedback based on the estimated emotions. For example, if the customer is satisfied, the feedback providing unit provides a message expressing gratitude to the customer. If the customer is dissatisfied, the feedback providing unit can also take the customer's opinion seriously and suggest improvements. Furthermore, if the customer is relaxed, the feedback providing unit can also provide feedback that has a relaxing effect. This makes it possible to provide appropriate feedback according to the customer's emotions.

[0089] The customer service system may further include an experience personalization unit that estimates the customer's emotions and personalizes the customer's experience based on the estimated emotions. For example, if the customer is excited, the experience personalization unit may provide a special experience to further increase the customer's excitement. Alternatively, if the customer is relaxed, the experience personalization unit may provide an experience that has a relaxing effect. Furthermore, if the customer is feeling anxious, the experience personalization unit may provide an experience that gives a sense of security. In this way, a personalized experience can be provided according to the customer's emotions.

[0090] The processing flow of the second embodiment will be briefly explained below.

[0091] Step 1: The customer service humanoid equipped with generative AI converses with the customer. For example, when a customer speaks to the humanoid at a storefront, the humanoid begins a conversation using generative AI. Step 2: Speech recognition technology understands the customer's question or request. For example, speech recognition technology converts the customer's speech into text data and analyzes its content. Speech recognition technology can also use natural language processing technology to understand the intent of the customer's speech. Step 3: The answer generation unit generates an appropriate answer based on the question or request understood by the speech recognition technology. For example, the answer generation unit uses generative AI (e.g., natural language generation models such as GPT-3 or BERT) to generate an answer to the customer's question. The answer generation unit can also make suggestions based on the customer's request. For example, the answer generation unit may provide information on the availability and location of the product the customer is looking for.

[0092] The specific processing unit 290 transmits the result of the specific processing to the smart device 14. In the smart device 14, the control unit 46A causes the output device 40 to output the result of the specific processing. The microphone 38B acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 38B to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0093] The data generation model 58 is a so-called generative AI (Artificial Intelligence). An example of the data generation model 58 is ChatGPT (Internet Search<URL: https: / / openai.com / blog / chatgpt> Examples of generative AIs include the data generation model 58, such as a neural network model (e.g., a neural network model), and a neural network model (e.g., a neural network model). The data generation model 58 is obtained by performing deep learning on a neural network. A prompt including an instruction is input to the data generation model 58, and inference data such as voice data indicating speech, text data indicating text, and image data indicating an image is also input to the data generation model 58. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The specification processing unit 290 performs the above-mentioned specification processing using the data generation model 58. The data generation model 58 may be a fine-tuned model so as to output an inference result from a prompt that does not include an instruction. In this case, the data generation model 58 can output an inference result from a prompt that does not include an instruction. The data processing device 12 and the like include multiple types of data generation models 58, and the data generation model 58 includes AIs other than the generative AI. The AI ​​other than the generative AI may be, for example, linear regression, logistic regression, decision tree, random forest, support vector machine (SVM), k-means clustering, convolutional neural network (CNN), recurrent neural network (RNN), generative adversarial network (GAN), or naive Bayes, and can perform various processes, but is not limited to these examples. The AI ​​may also be an AI agent. When the processes of each of the above-mentioned parts are performed by AI, the processes may be performed in part or entirely by AI, but are not limited to these examples. The processes performed by AI, including the generative AI, may be replaced with rule-based processes.

[0094] Furthermore, the processing by the data processing system 10 described above is executed by the specific processing unit 290 of the data processing device 12 or the control unit 46A of the smart device 14, but may also be executed by the specific processing unit 290 of the data processing device 12 and the control unit 46A of the smart device 14. Furthermore, the specific processing unit 290 of the data processing device 12 acquires or collects information necessary for processing from the smart device 14 or an external device, and the smart device 14 acquires or collects information necessary for processing from the data processing device 12 or an external device.

[0095] [Second embodiment] FIG. 3 shows an example of the configuration of a data processing system 210 according to the second embodiment.

[0096] 3, the data processing system 210 includes the data processing device 12 and smart glasses 214. An example of the data processing device 12 is a server.

[0097] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN and / or a LAN.

[0098] The smart glasses 214 include a computer 36, a microphone 238, a speaker 240, a camera 42, and a communication I / F 44. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, and the camera 42 are also connected to the bus 52.

[0099] The microphone 238 receives instructions and the like from the user by receiving voice uttered by the user. The microphone 238 captures the voice uttered by the user, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio according to instructions from the processor 46.

[0100] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the user's surroundings (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0101] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0102] Fig. 4 shows an example of the main functions of the data processing device 12 and the smart glasses 214. As shown in Fig. 4, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0103] The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0104] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290. The identification processing unit 290 can estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0105] In the smart glasses 214, the specific processing is performed by the processor 46. A specific processing program 60 is stored in the storage 50. The processor 46 reads the specific processing program 60 from the storage 50 and executes the read specific processing program 60 on the RAM 48. The specific processing is realized by the processor 46 operating as the control unit 46A in accordance with the specific processing program 60 executed on the RAM 48. Note that the smart glasses 214 may have a data generation model and an emotion identification model similar to the data generation model 58 and the emotion identification model 59.

[0106] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device may have the data generation model 58. In this case, the data processing device 12 communicates with the server device having the data generation model 58 to obtain a processing result (such as a prediction result) using the data generation model 58. Furthermore, the data processing device 12 may be a server device, or may be a terminal device (for example, a mobile phone, a robot, a home appliance, etc.) owned by a user.

[0107] The specific processing unit 290 transmits the result of the specific processing to the smart glasses 214. In the smart glasses 214, the control unit 46A causes the speaker 240 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0108] The data generation model 58 is a so-called generative AI. An example of the data generation model 58 is a generative AI such as ChatGPT. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 receives a prompt containing an instruction, as well as inference data such as voice data representing speech, text data representing text, and image data representing an image. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing using the data generation model 58. The data generation model 58 may be a fine-tuned model so as to output an inference result from a prompt that does not include an instruction. In this case, the data generation model 58 can output an inference result from a prompt that does not include an instruction. The data processing device 12 and the like include multiple types of data generation models 58, and the data generation model 58 includes AIs other than the generative AI. The AI ​​other than the generative AI may be, for example, linear regression, logistic regression, decision tree, random forest, support vector machine (SVM), k-means clustering, convolutional neural network (CNN), recurrent neural network (RNN), generative adversarial network (GAN), or naive Bayes, and can perform various processes, but is not limited to these examples. The AI ​​may also be an AI agent. When the processes of each of the above-mentioned parts are performed by AI, the processes may be performed in part or entirely by AI, but are not limited to these examples. The processes performed by AI, including the generative AI, may be replaced with rule-based processes.

[0109] The data processing system 210 according to the second embodiment performs the same processing as the data processing system 10 according to the first embodiment. The processing by the data processing system 210 is executed by the specific processing unit 290 of the data processing device 12 or the control unit 46A of the smart glasses 214, but may also be executed by the specific processing unit 290 of the data processing device 12 and the control unit 46A of the smart glasses 214. Furthermore, the specific processing unit 290 of the data processing device 12 acquires or collects information required for processing from the smart glasses 214 or an external device, etc., and the smart glasses 214 acquires or collects information required for processing from the data processing device 12 or an external device, etc.

[0110] [Third embodiment] FIG. 5 shows an example of the configuration of a data processing system 310 according to the third embodiment.

[0111] 5, the data processing system 310 includes the data processing device 12 and a headset type terminal 314. An example of the data processing device 12 is a server.

[0112] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN and / or a LAN.

[0113] The headset type terminal 314 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a display 343. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the display 343 are also connected to the bus 52.

[0114] The microphone 238 receives instructions and the like from the user by receiving voice uttered by the user. The microphone 238 captures the voice uttered by the user, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio according to instructions from the processor 46.

[0115] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS (Complementary Metal-Oxide-Semiconductor) image sensor or a CCD (Charge Coupled Device) image sensor, and captures images of the user's surroundings (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0116] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0117] Fig. 6 shows an example of the main functions of the data processing device 12 and the headset type terminal 314. As shown in Fig. 6, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0118] The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0119] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290. The identification processing unit 290 can estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0120] In the headset type terminal 314, the identification process is performed by the processor 46. A identification program 60 is stored in the storage 50. The processor 46 reads the identification program 60 from the storage 50 and executes the read identification program 60 on the RAM 48. The identification process is realized by the processor 46 operating as a control unit 46A in accordance with the identification program 60 executed on the RAM 48. Note that the headset type terminal 314 may also have a data generation model and an emotion identification model similar to the data generation model 58 and the emotion identification model 59.

[0121] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device may have the data generation model 58. In this case, the data processing device 12 communicates with the server device having the data generation model 58 to obtain a processing result (such as a prediction result) using the data generation model 58. Furthermore, the data processing device 12 may be a server device, or may be a terminal device (for example, a mobile phone, a robot, a home appliance, etc.) owned by a user.

[0122] The specific processing unit 290 transmits the result of the specific processing to the headset type terminal 314. In the headset type terminal 314, the control unit 46A causes the speaker 240 and the display 343 to output the result of the specific processing. The microphone 238 acquires audio indicating a user input regarding the result of the specific processing. The control unit 46A transmits audio data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the audio data.

[0123] The data generation model 58 is a so-called generative AI. An example of the data generation model 58 is a generative AI such as ChatGPT. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 receives a prompt containing an instruction, as well as inference data such as voice data representing speech, text data representing text, and image data representing an image. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing using the data generation model 58. The data generation model 58 may be a fine-tuned model so as to output an inference result from a prompt that does not include an instruction. In this case, the data generation model 58 can output an inference result from a prompt that does not include an instruction. The data processing device 12 and the like include multiple types of data generation models 58, and the data generation model 58 includes AIs other than the generative AI. The AI ​​other than the generative AI may be, for example, linear regression, logistic regression, decision tree, random forest, support vector machine (SVM), k-means clustering, convolutional neural network (CNN), recurrent neural network (RNN), generative adversarial network (GAN), or naive Bayes, and can perform various processes, but is not limited to these examples. The AI ​​may also be an AI agent. When the processes of each of the above-mentioned parts are performed by AI, the processes may be performed in part or entirely by AI, but are not limited to these examples. The processes performed by AI, including the generative AI, may be replaced with rule-based processes.

[0124] The data processing system 310 according to the third embodiment performs the same processing as the data processing system 10 according to the first embodiment. The processing by the data processing system 310 is executed by the specific processing unit 290 of the data processing device 12 or the control unit 46A of the headset type terminal 314, but may also be executed by the specific processing unit 290 of the data processing device 12 and the control unit 46A of the headset type terminal 314. Furthermore, the specific processing unit 290 of the data processing device 12 acquires or collects information required for processing from the headset type terminal 314 or an external device, etc., and the headset type terminal 314 acquires or collects information required for processing from the data processing device 12 or an external device, etc.

[0125] [Fourth embodiment] FIG. 7 shows an example of the configuration of a data processing system 410 according to the fourth embodiment.

[0126] 7, a data processing system 410 includes a data processing device 12 and a robot 414. An example of the data processing device 12 is a server.

[0127] The data processing device 12 includes a computer 22, a database 24, and a communication I / F 26. The computer 22 includes a processor 28, a RAM 30, and a storage 32. The processor 28, RAM 30, and storage 32 are connected to a bus 34. The database 24 and the communication I / F 26 are also connected to the bus 34. The communication I / F 26 is connected to a network 54. Examples of the network 54 include a WAN and / or a LAN.

[0128] The robot 414 includes a computer 36, a microphone 238, a speaker 240, a camera 42, a communication I / F 44, and a control target 443. The computer 36 includes a processor 46, a RAM 48, and a storage 50. The processor 46, the RAM 48, and the storage 50 are connected to a bus 52. The microphone 238, the speaker 240, the camera 42, and the control target 443 are also connected to the bus 52.

[0129] The microphone 238 receives instructions and the like from the user by receiving voice uttered by the user. The microphone 238 captures the voice uttered by the user, converts the captured voice into audio data, and outputs it to the processor 46. The speaker 240 outputs audio according to instructions from the processor 46.

[0130] Camera 42 is a small digital camera equipped with an optical system including a lens, aperture, and shutter, and an imaging element such as a CMOS image sensor or a CCD image sensor, and captures images of the user's surroundings (for example, an imaging range defined by an angle of view equivalent to the field of vision of a typical healthy person).

[0131] The communication I / F 44 is connected to a network 54. The communication I / Fs 44 and 26 are responsible for the exchange of various information between the processor 46 and the processor 28 via the network 54. The exchange of various information between the processor 46 and the processor 28 using the communication I / Fs 44 and 26 is carried out in a secure state.

[0132] The control object 443 includes a display device, LEDs in the eyes, and motors that drive the arms, hands, and feet. The posture and gestures of the robot 414 are controlled by controlling the motors of the arms, hands, and feet. Some of the emotions of the robot 414 can be expressed by controlling these motors. In addition, the facial expressions of the robot 414 can also be expressed by controlling the light emission state of the LEDs in the eyes of the robot 414.

[0133] Fig. 8 shows an example of the main functions of the data processing device 12 and the robot 414. As shown in Fig. 8, in the data processing device 12, a specific process is performed by the processor 28. A specific process program 56 is stored in the storage 32.

[0134] The processor 28 reads the specific processing program 56 from the storage 32 and executes the read specific processing program 56 on the RAM 30. The specific processing is realized by the processor 28 operating as a specific processing unit 290 in accordance with the specific processing program 56 executed on the RAM 30.

[0135] The storage 32 stores a data generation model 58 and an emotion identification model 59. The data generation model 58 and the emotion identification model 59 are used by the identification processing unit 290. The identification processing unit 290 can estimate the user's emotion using the emotion identification model 59 and perform identification processing using the user's emotion.

[0136] In the robot 414, the processor 46 performs the identification process. A identification program 60 is stored in the storage 50. The processor 46 reads the identification program 60 from the storage 50 and executes the read identification program 60 on the RAM 48. The identification process is realized by the processor 46 operating as a control unit 46A in accordance with the identification program 60 executed on the RAM 48. The robot 414 may have a data generation model and an emotion identification model similar to the data generation model 58 and the emotion identification model 59.

[0137] Note that a device other than the data processing device 12 may have the data generation model 58. For example, a server device may have the data generation model 58. In this case, the data processing device 12 communicates with the server device having the data generation model 58 to obtain a processing result (such as a prediction result) using the data generation model 58. Furthermore, the data processing device 12 may be a server device, or may be a terminal device (for example, a mobile phone, a robot, a home appliance, etc.) owned by a user.

[0138] The specific processing unit 290 transmits the result of the specific processing to the robot 414. In the robot 414, the control unit 46A causes the speaker 240 and the control target 443 to output the result of the specific processing. The microphone 238 acquires voice indicating a user input regarding the result of the specific processing. The control unit 46A transmits voice data indicating the user input acquired by the microphone 238 to the data processing device 12. In the data processing device 12, the specific processing unit 290 acquires the voice data.

[0139] The data generation model 58 is a so-called generative AI. An example of the data generation model 58 is a generative AI such as ChatGPT. The data generation model 58 is obtained by performing deep learning on a neural network. The data generation model 58 receives a prompt containing an instruction, as well as inference data such as voice data representing speech, text data representing text, and image data representing an image. The data generation model 58 performs inference on the input inference data in accordance with the instruction indicated by the prompt and outputs the inference result in a data format such as voice data and text data. Here, inference refers to, for example, analysis, classification, prediction, and / or summarization. The identification processing unit 290 performs the above-mentioned identification processing using the data generation model 58. The data generation model 58 may be a fine-tuned model so as to output an inference result from a prompt that does not include an instruction. In this case, the data generation model 58 can output an inference result from a prompt that does not include an instruction. The data processing device 12 and the like include multiple types of data generation models 58, and the data generation model 58 includes AIs other than the generative AI. The AI ​​other than the generative AI may be, for example, linear regression, logistic regression, decision tree, random forest, support vector machine (SVM), k-means clustering, convolutional neural network (CNN), recurrent neural network (RNN), generative adversarial network (GAN), or naive Bayes, and can perform various processes, but is not limited to these examples. The AI ​​may also be an AI agent. When the processes of each of the above-mentioned parts are performed by AI, the processes may be performed in part or entirely by AI, but are not limited to these examples. The processes performed by AI, including the generative AI, may be replaced with rule-based processes.

[0140] The data processing system 410 according to the fourth embodiment performs the same processing as the data processing system 10 according to the first embodiment. The processing by the data processing system 410 is executed by the specific processing unit 290 of the data processing device 12 or the control unit 46A of the robot 414, but may also be executed by the specific processing unit 290 of the data processing device 12 and the control unit 46A of the robot 414. Furthermore, the specific processing unit 290 of the data processing device 12 acquires or collects information required for processing from the robot 414 or an external device, etc., and the robot 414 acquires or collects information required for processing from the data processing device 12 or an external device, etc.

[0141] The emotion identification model 59 as an emotion engine may determine the user's emotion according to a specific mapping. Specifically, the emotion identification model 59 may determine the user's emotion according to an emotion map (see FIG. 9), which is a specific mapping. Similarly, the emotion identification model 59 may determine the robot's emotion, and the identification processing unit 290 may perform identification processing using the robot's emotion.

[0142] FIG. 9 illustrates an emotion map 400 on which multiple emotions are mapped. In the emotion map 400, emotions are arranged in concentric circles radiating from the center. Emotions closer to the center of the concentric circles are more primitive. Emotions representing states and behaviors arising from a state of mind are arranged on the outer edges of the concentric circles. The concept of emotion encompasses both emotions and mental states. Emotions generally generated from reactions occurring in the brain are arranged on the left side of the concentric circles. Emotions generally induced by situational judgment are arranged on the right side of the concentric circles. Emotions generally generated from reactions occurring in the brain and induced by situational judgment are arranged on the upper and lower sides of the concentric circles. Furthermore, the emotion of "pleasure" is arranged on the upper side of the concentric circles, and the emotion of "discomfort" is arranged on the lower side. In this way, in the emotion map 400, multiple emotions are mapped based on the structure by which emotions are generated, and emotions that tend to occur simultaneously are mapped close to each other.

[0143] These emotions are distributed in the 3 o'clock direction on emotion map 400, and typically fluctuate between relief and anxiety. In the right half of emotion map 400, situational awareness dominates over internal sensations, resulting in a sense of calm.

[0144] The inside of emotion map 400 represents what is going on in the mind, and the outside of emotion map 400 represents behavior, so the further you go outside emotion map 400, the more visible the emotions become (the more they are expressed in behavior).

[0145] Human emotions are based on various balances, such as posture and blood sugar levels. When these balances deviate from the ideal, a state of discomfort is expressed, and when they approach the ideal, a state of pleasure is expressed. Emotions can also be created for robots, cars, and motorcycles, based on various balances, such as posture and remaining battery life. When these balances deviate from the ideal, a state of discomfort is expressed, and when they approach the ideal, a state of pleasure is expressed. An emotion map can be generated, for example, based on Dr. Mitsuyoshi's emotion map (Research on speech emotion recognition and brain physiological signal analysis systems for emotions, Tokushima University, doctoral dissertation: https: / / ci.nii.ac.jp / naid / 500000375379). The left half of the emotion map lists emotions belonging to the area called "reaction," where sensation is dominant. The right half of the emotion map lists emotions belonging to the area called "situation," where situational awareness is dominant.

[0146] The emotion map defines two emotions that promote learning. One is a negative emotion on the situation side, around the middle of "repentance" or "reflection." In other words, this occurs when the robot experiences negative emotions such as "I never want to feel this way again" or "I don't want to be scolded again." The other is a positive emotion on the response side, around "desire." In other words, this occurs when the robot experiences positive feelings such as "I want more" or "I want to know more."

[0147] The emotion identification model 59 inputs user input into a pre-trained neural network, obtains emotion values ​​indicating each emotion shown in the emotion map 400, and determines the user's emotion. This neural network is pre-trained based on multiple pieces of training data that are combinations of user input and emotion values ​​indicating each emotion shown in the emotion map 400. Furthermore, this neural network is trained so that emotions that are located close to each other have similar values, as in the emotion map 900 shown in FIG. 10. FIG. 10 shows an example in which multiple emotions, "relieved," "calm," and "reassuring," have similar emotion values.

[0148] In the above embodiment, an example was given in which a specific process is performed by one computer 22, but the technology disclosed herein is not limited to this, and distributed processing of the specific process may be performed by multiple computers including computer 22.

[0149] In the above embodiment, an example in which the specific processing program 56 is stored in the storage 32 has been described, but the technology of the present disclosure is not limited to this. For example, the specific processing program 56 may be stored in a portable, computer-readable, non-transitory storage medium such as a USB (Universal Serial Bus) memory. The specific processing program 56 stored in the non-transitory storage medium is installed in the computer 22 of the data processing device 12. The processor 28 executes the specific processing in accordance with the specific processing program 56.

[0150] Alternatively, the specific processing program 56 may be stored in a storage device such as a server connected to the data processing device 12 via the network 54, and the specific processing program 56 may be downloaded and installed on the computer 22 in response to a request from the data processing device 12.

[0151] It is not necessary to store all of the specific processing program 56 in a storage device such as a server connected to the data processing device 12 via the network 54, or to store all of the specific processing program 56 in the storage 32; only a portion of the specific processing program 56 may be stored.

[0152] The hardware resource for executing a specific process can be any of the following types of processors: A processor, for example, is a CPU, which is a general-purpose processor that functions as a hardware resource for executing a specific process by executing software, i.e., a program. A processor also includes a dedicated electrical circuit, such as an FPGA (Field-Programmable Gate Array), a PLD (Programmable Logic Device), or an ASIC (Application Specific Integrated Circuit), which is a processor with a circuit configuration designed specifically for executing a specific process. Each processor has built-in or connected memory, and each processor uses the memory to execute the specific process.

[0153] The hardware resource that executes the specific process may be configured with one of these various processors, or may be configured with a combination of two or more processors of the same or different types (for example, a combination of multiple FPGAs, or a combination of a CPU and an FPGA). Also, the hardware resource that executes the specific process may be a single processor.

[0154] As an example of a system configured with a single processor, first, one processor is configured by combining one or more CPUs and software, and this processor functions as a hardware resource that executes a specific process. Second, there is a system that uses a processor that realizes the functions of an entire system including multiple hardware resources that execute a specific process on a single IC chip, as typified by SoC (System-on-a-chip). In this way, a specific process is realized using one or more of the above-mentioned various processors as hardware resources.

[0155] Furthermore, the hardware structure of these various processors can be, more specifically, an electric circuit that combines circuit elements such as semiconductor devices. The specific processing described above is merely an example. Therefore, it goes without saying that unnecessary steps may be deleted, new steps may be added, or the processing order may be rearranged, without departing from the spirit of the invention.

[0156] In the above example, the first to fourth embodiments have been described separately, but some or all of these embodiments may be combined. The smart device 14, smart glasses 214, headset terminal 314, and robot 414 are merely examples, and they may be combined, or other devices may be used. In the above example, the first and second embodiments have been described separately, but they may be combined.

[0157] The above-described description and illustrations are a detailed explanation of the parts related to the technology of the present disclosure and are merely an example of the technology of the present disclosure. For example, the above description of the configuration, functions, actions, and effects is an explanation of an example of the configuration, functions, actions, and effects of the parts related to the technology of the present disclosure. Therefore, it goes without saying that unnecessary parts may be deleted, new elements may be added, or replacements may be made to the above-described description and illustrations within the scope of the gist of the technology of the present disclosure. Furthermore, to avoid confusion and facilitate understanding of the parts related to the technology of the present disclosure, the above-described description and illustrations omit explanations of common technical knowledge that do not require particular explanation to enable the implementation of the technology of the present disclosure.

[0158] All publications, patent applications, and technical standards mentioned in this specification are herein incorporated by reference to the same extent as if each individual publication, patent application, or technical standard was specifically and individually indicated to be incorporated by reference. [Explanation of symbols]

[0159] 10, 210, 310, 410 Data Processing Systems 12 Data Processing Device 14 Smart Devices 214 Smart Glasses 314 Headset-type terminal 414 Robot

Claims

1. A customer service humanoid equipped with generative AI, A voice recognition technology that understands customer questions and requests using voice recognition technology; a response generation unit that generates an appropriate response based on the question or request understood by the voice recognition technology; A system characterized by:

2. The answer generation unit Analyzing the customer's preferences and past purchase history and suggesting products and services based on that 2. The system of claim 1.

3. The customer service humanoid equipped with the generation AI is Analyzing the customer's question and providing the reviews and ratings of related products in real time 2. The system of claim 1.

4. The customer service humanoid equipped with the generation AI is Customize your response based on the customer's cultural background, not just their language.

2. The system of claim 1.

5. The customer service humanoid equipped with the generation AI is Analyzing the facial expression and tone of voice of the customer, inferring emotions, and adjusting responses 2. The system of claim 1.

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