Management systems, management methods, management programs

Abstract

Providing a management system for managing the staffing shifts of conductors who provide operational support for autonomous buses. [Solution] In order to manage the staffing shifts for assigning conductors to support the operation of autonomous buses according to the operating period, the processor of the management system is configured to perform the following actions: acquire sensing recognition information Is from the autonomous bus, which is recognized by sensing inside the autonomous bus while it is in operation; store sensing score information Ie, which evaluates the punctuality and hospitality of the support services provided by conductors inside the autonomous bus while it is in operation, according to the sensing recognition information for each operating period; and output updated data Ds, which updates the conductor staffing shifts for each operating period according to the sensing score information Ie.

Description

Technical Field

[0001] The present disclosure relates to a management technology for autonomous buses.

Background Art

[0002] Patent Document 1 discloses a management technology for remotely managing the operation of an autonomous bus on which passengers board and alight.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In the autonomous bus disclosed in Patent Document 1, a crew member for assisting in operation is on board. In general, in an autonomous bus under remote management where the driver is absent, a crew member assumes the conductor function as operation support. Crew members assuming such a conductor function are assigned to alternate according to the operation period from the viewpoint of ensuring safety, similar to the case of a driver driving a manual bus. Therefore, in an autonomous bus, not only the management of operation but also the management of the crew shift for assigning conductors according to the operation period is required.

[0005] From the above, the problem of the present disclosure is to provide a management system for managing the crew shift of conductors for operation support in an autonomous bus. Another problem of the present disclosure is to provide a management method for managing the crew shift of conductors for operation support in an autonomous bus. Yet another problem of the present disclosure is to provide a management program for managing the crew shift of conductors for operation support in an autonomous bus.

Means for Solving the Problems

[0006] The following describes the technical means of solving the problem described in this disclosure. Note that the claims and the reference numerals in parentheses in this section indicate the correspondence with the specific means described in the embodiments detailed later, and do not limit the technical scope of this disclosure.

[0007] The first aspect of this disclosure is, A management system having a processor (12) for managing the staffing shifts (Ps) for assigning conductors (9) who provide operational support to an autonomous bus (2) according to the operating period (Op), The processor is, This involves acquiring sensing recognition information (Is) from the autonomous bus, which is recognized through sensing within the autonomous bus while it is in operation, and This involves accumulating sensing score information (Ie) that evaluates the punctuality and hospitality of support services provided by the conductor inside an autonomous bus during operation, based on sensing and recognition information for each operating period, and The system is configured to output updated data (Ds) that updates the conductor staffing shifts for each operating period according to sensing score information.

[0008] A second aspect of this disclosure is, A management method executed by a processor (12) for managing the staffing shifts (Ps) for assigning conductors (9) to provide operational support to an autonomous bus (2) according to the operating period (Op), This involves acquiring sensing recognition information (Is) from the autonomous bus, which is recognized through sensing within the autonomous bus while it is in operation, and This involves accumulating sensing score information (Ie) that evaluates the punctuality and hospitality of support services provided by the conductor inside an autonomous bus during operation, based on sensing and recognition information for each operating period, and This includes outputting updated data (Ds) that updates the conductor staffing shifts for each operating period according to sensing score information.

[0009] A third aspect of this disclosure is: A management program that is stored in a storage medium (10) for managing the staffing shifts (Ps) for assigning conductors (9) to assist in the operation of an autonomous bus (2) according to the operating period (Op), and includes instructions for causing a processor (12) to perform said management, This involves acquiring sensing recognition information (Is) from the autonomous bus, which is recognized through sensing within the autonomous bus while it is in operation, and This involves accumulating sensing score information (Ie) that evaluates the punctuality and hospitality of support services provided by the conductor inside an autonomous bus during operation, based on sensing and recognition information for each operating period, and This includes a command to output updated data (Ds) that updates the conductor staffing shifts for each operating period according to sensing score information.

[0010] In the first to third embodiments described above, sensing recognition information is acquired from the autonomous bus, which is perceived through sensing while the bus is in operation. Sensing score information is then accumulated, which evaluates the punctuality and hospitality of the support services provided by the conductors assisting the operation of the autonomous bus on board, based on the sensing recognition information for each operating period. As a result, the conductor assignment shifts for each operating period can be updated according to the sensing score information from the perspectives of both punctuality and hospitality. Therefore, it becomes possible to properly manage the conductor assignment shifts for each operating period based on the updated data output by such shift updates. [Brief explanation of the drawing]

[0011] [Figure 1] This is a block diagram showing the overall configuration of the first embodiment. [Figure 2] This is a block diagram showing the functional configuration of the first embodiment. [Figure 3] This is a perspective view showing an autonomous bus to which the first embodiment is applied. [Figure 4] This is a schematic diagram showing examples of sensing recognition information and sensing evaluation information according to the first embodiment. [Figure 5]It is a flowchart showing a management flow according to the first embodiment. [Figure 6] It is a schematic diagram showing an example of feedback recognition information and feedback evaluation information according to the first embodiment. [Figure 7] It is a schematic diagram showing an example of analysis of service trends according to the first embodiment. [Figure 8] It is a schematic diagram showing an example of analysis of needs trends according to the first embodiment. [Figure 9] It is a schematic diagram showing an example of update of staff shifts according to the first embodiment. [Figure 10] It is a flowchart showing a management flow according to the second embodiment. [Figure 11] It is a flowchart showing a shift update subroutine according to the second embodiment. [Figure 12] It is a schematic diagram showing an example for explaining the shift update subroutine according to the second embodiment. [Figure 13] It is a schematic diagram showing an example for explaining the shift update subroutine according to the second embodiment. [Figure 14] It is a schematic diagram showing an example for explaining the shift update subroutine according to the second embodiment.

Modes for Carrying Out the Invention

[0012] Hereinafter, a plurality of embodiments of the present disclosure will be described based on the drawings. In each embodiment, the same reference numerals are assigned to corresponding components, and redundant explanations may be omitted. Also, when only a part of the configuration is described in each embodiment, the configuration of other embodiments described previously can be applied to other parts of the said configuration. Furthermore, not only the combinations of configurations explicitly shown in the description of each embodiment, but also the configurations of a plurality of embodiments can be partially combined with each other as long as there is no problem with the combination, even if not explicitly stated.

[0013] (First Embodiment) The management system 1 of the first embodiment shown in Figures 1 and 2 is installed at the remote center 3 and manages the operation of the autonomous bus 2. The management system 1 is configured to enable remote management of the autonomous operation of at least one autonomous bus 2.

[0014] The autonomous bus 2 shown in Figures 1-3 is constructed to be able to transport passengers 8 autonomously under remote management from the management system 1, without manual operation by an onboard driver. The autonomous bus 2 is then controlled to operate according to remote commands from the management system 1 or its operator, or according to remote operations by the operator of the system.

[0015] The autonomous bus 2 has a passenger compartment inside that can accommodate multiple passengers 8. Inside the passenger compartment of the autonomous bus 2, there is a conductor 9 who is assigned according to the operational period Op, based on the staffing shift Ps as illustrated in Figure 4, and is a required crew member to provide operational support. The staffing shift Ps is managed by the management system 1. In the management system 1, the staffing shift Ps is structured to assign conductors 9 according to the operational period Op for the routes on which the autonomous bus 2 operates repeatedly. In the example in Figure 4, the operational period Op in the staffing shift Ps is set for multiple time periods, each including the planned time for operation on all or part of the route. The operational period Op may be set to coincide with each of these planned times.

[0016] As shown in Figures 1 and 2, the autonomous driving bus 2 is equipped with a sensor system 4, a communication system 5, an information display system 6, and a map database 7, along with the control unit 20. The sensor system 4 acquires sensor information by sensing the external and internal environments of the autonomous driving bus 2. For this purpose, the sensor system 4 is composed of an internal sensor 40 and an external sensor 42.

[0017] The interior sensor 40 acquires sensor information by sensing the interior environment of the autonomous bus 2. The interior sensor 40 acquires sensor information by sensing the passengers 8 and the conductor 9 inside the passenger compartment of the autonomous bus 2. The passenger compartment sensing type interior sensor 40 may be configured by combining at least a camera with a sound-collecting microphone, among other things such as a camera, LiDAR (Light Detection and Ranging / Laser Imaging Detection and Ranging), and sonar.

[0018] The internal sensor 40 acquires sensor information by sensing by reading the registration information on IC cards or mobile terminals carried by passengers 8 and conductors 9 inside the passenger compartment of the autonomous bus 2. The reading-sensing type internal sensor 40 is, for example, a reader unit such as a near-field communication device. The internal sensor 40 acquires sensor information by sensing kinetic physical quantities within the internal environment of the autonomous bus 2. The physical quantity sensing type internal sensor 40 is, for example, at least one of the following: a driving speed sensor, an acceleration sensor, and an inertia sensor.

[0019] The external environment sensor 42 acquires sensor information by sensing the external environment surrounding the autonomous bus 2. The external environment sensor 42 acquires sensor information by sensing targets present in the external environment of the autonomous bus 2. The target sensing type external environment sensor 42 is at least one of the following: a camera, LiDAR, radar, and sonar.

[0020] Communication system 5 transmits and receives communication information via wireless communication. Communication system 5 provides and receives communication information to and from the outside world by transmitting and receiving information with V2X systems present in the outside world of the autonomous driving bus 2. The V2X type communication system 5 is at least one of the following, for example, a DSRC (Dedicated Short Range Communications) communication device and a cellular V2X (C-V2X) communication device, and may also function as the external sensor 42 described above.

[0021] The communication system 5 provides and receives communication information to and from the passenger compartment of the autonomous bus 2 by sending and receiving information with mobile terminals carried by passengers 8 and conductors 9 inside the passenger compartment. The terminal communication type communication system 5 is at least one of the following: Bluetooth® devices, Wi-Fi® devices, and infrared communication devices, and may also function as the above-mentioned interior sensor 40. The communication system 5 may also receive positioning signals as communication information from GNSS (Global Navigation Satellite System) satellites located outside the autonomous bus 2. The positioning type communication system 5 is, for example, a GNSS receiver.

[0022] Information display system 6 displays notification information to passengers 8 and conductor 9 inside the passenger compartment of the autonomous bus 2. Information display system 6 displays notification information by stimulating the hearing of passengers 8 and conductor 9. An auditory stimulation type information display system 6 is, for example, a speaker, a buzzer, and a vibration unit, at least a speaker. Information display system 6 may also display notification information by stimulating the sight of passengers 8 and conductor 9. A visual stimulation type information display system 6 is, for example, an in-vehicle monitor.

[0023] The map database 7 stores the latest map information, for example, obtained through the communication system 5. The map database 7 is composed of at least one type of non-transitory tangible storage medium, such as semiconductor memory, magnetic media, and optical media. The map database 7 may also be a database for locators that estimate the self-state quantities, including the self-position of the autonomous bus 2. The map database 7 may also be a database for a navigation unit that navigates the operating route of the autonomous bus 2. The map database 7 may be composed of a combination of multiple types of these databases.

[0024] The control unit 20 is comprised of at least one dedicated computer. The dedicated computer comprising the control unit 20 is connected to the sensor system 4, communication system 5, information display system 6, and map database 7 via at least one of the following: a LAN (Local Area Network) line, a wire harness, etc.

[0025] The dedicated computer constituting the control unit 20 may be a control ECU (Electronic Control Unit) that controls the operation of the autonomous bus 2. The dedicated computer constituting the control unit 20 may be a navigation ECU that navigates the route of the autonomous bus 2. The dedicated computer constituting the control unit 20 may be a locator ECU that estimates the self-state quantities of the autonomous bus 2. The dedicated computer constituting the control unit 20 may be an actuator ECU that controls the driving actuators of the autonomous bus 2. The dedicated computer constituting the control unit 20 may be an HCU (Human Machine Interface Control Unit) that controls the information presentation by the information presentation system 6 in the autonomous bus 2.

[0026] As shown in Figure 1, the dedicated computer constituting the control unit 20 has at least one memory 21 and one processor 22. The memory 21 is at least one type of non-transitory tangible storage medium, such as semiconductor memory, magnetic media, and optical media, which non-temporarily stores programs and data that can be read by the computer. The processor 22 includes at least one type as a core, such as a CPU (Central Processing Unit), GPU (Graphics Processing Unit), RISC (Reduced Instruction Set Computer)-CPU, DFP (Data Flow Processor), and GSP (Graph Streaming Processor).

[0027] In the control unit 20, the processor 22 executes multiple instructions included in the collaborative program stored in memory 21, which are used for autonomous driving control of the autonomous driving bus 2, particularly in cooperation with the management system 1. This allows the control unit 20 to construct a functional block for cooperating with the management system 1 during autonomous driving control of the autonomous driving bus 2. The functional block constructed in the control unit 20 includes a bus recognition block 200, as shown in Figure 2.

[0028] The bus recognition block 200 acquires sensor information from the internal sensor 40 and the external sensor 42. The bus recognition block 200 acquires communication information from the communication system 5. The bus recognition block 200 acquires map information from the map database 7. By fusing this acquired information as input, the bus recognition block 200 determines the internal and external environment of the autonomous bus 2 and recognizes the driving scene and the support scene.

[0029] In particular, the bus recognition block 200 recognizes the support services provided by the conductor 9 inside the autonomous bus 2 based on sensor information sensed by the interior sensor 40, and generates sensing recognition information Is (see Figure 4). The recognition process for generating sensing recognition information Is can be implemented, for example, by recognizing images and sounds in the sensor information related to the conductor 9 using a machine learning model such as an identification AI or a generative AI, or by a rule-based recognition model.

[0030] As shown in Figure 4, the sensing recognition information Is includes regular recognition information Ist, which recognizes the regular actions Bt of the conductor 9 regarding punctuality in relation to the operating schedule managed to determine the operating period Op that the staffing shift Ps will follow in the autonomous bus 2. The regular actions Bt of the conductor 9 represented by the regular recognition information Ist include multiple types, as illustrated in Figure 4, such as "permission to depart" according to the scheduled departure time at the bus stop, "permission to close the doors" after all passengers 8 have boarded at the bus stop, and "explanation of delay" regarding the scheduled arrival time at the bus stop. For each regular action Bt, a model action is defined as a standard of behavior that exemplifies punctuality. It is desirable that all conductors 9 assigned according to the staffing shift Ps be educated in advance about the model actions defined for each regular action Bt.

[0031] As shown in Figure 4, the sensing recognition information Is also includes the hospitality recognition information Ish, which recognizes the hospitality behavior Bh of the conductor 9 towards the passenger 8 who is riding in the passenger compartment of the autonomous bus 2. The hospitality behavior Bh represented by the hospitality recognition information Ish can be of multiple types, as exemplified in Figure 4, such as "considerate support" to the passenger 8, "announcements" to the passenger 8, and the conductor 9's own "personal appearance." Therefore, each hospitality behavior Bh has a model behavior defined as a standard of exemplary hospitality. It is desirable that all conductors 9 assigned according to the staffing shift Ps be taught in advance about the model behavior defined for each hospitality behavior Bh.

[0032] Now, the management system 1 installed together with the communication system 30 in the remote center 3 shown in Figures 1 and 2 is mainly composed of at least one type, such as a cloud server and an edge server. The management system 1 is connected to the communication system 30 via at least one type, such as a wired communication line and a wireless communication line. Thus, the communication system 30 forms at least a part of the V2X system with the communication system 5 of the autonomous bus 2. At the same time, the communication system 30 forms a part of the cellular communication system with the mobile terminals carried by the passengers 8 and the conductor 9.

[0033] The management system 1 is comprised of at least one dedicated computer. As shown in Figure 1, the dedicated computer comprising the management system 1 has at least one memory 10 and at least one processor 12. The memory 10 is at least one type of non-transitory tangible storage medium, such as semiconductor memory, magnetic media, and optical media, which non-temporarily stores programs and data that can be read by the computer. The processor 12 includes at least one type as a core, such as a CPU, GPU, and RISC-CPU.

[0034] In the management system 1, the processor 12 executes multiple instructions included in the management program, which is stored in memory 10, to manage the conductor 9's assignment shift Ps on the autonomous bus 2, as part of the operation management for the autonomous bus 2. At this time, the instructions of the management program are executed in cooperation with the instructions of the collaborative program in the control unit 20 of the autonomous bus 2. As a result, the management system 1 constructs multiple functional blocks for managing the conductor 9's assignment shift Ps on the autonomous bus 2. The multiple functional blocks constructed in the management system 1 include, as shown in Figure 2, a sensing recognition block 100, a sensing evaluation block 110, a feedback recognition block 120, a feedback evaluation block 130, a conductor training block 140, and a shift update block 150.

[0035] By constructing these blocks 100, 110, 120, 130, 140, and 150, the management method for managing the conductor 9's assignment shift Ps in the autonomous bus 2 is executed according to the management flow shown in Figure 5. The management flow is initiated, for example, by a periodic start command from the management system 1, or by a start command from the management operator of the system 1. In the management flow, each "S" represents multiple steps executed by multiple instructions included in the management program.

[0036] As shown in Figure 5, in S10, the sensing recognition block 100 (see Figure 2) acquires sensing recognition information Is, which is obtained by sensing the interior of the passenger compartment of the autonomous bus 2 (hereinafter simply referred to as "inside the autonomous bus 2") while it is in operation, from the bus recognition block 200 via the communication systems 5 and 30. The acquisition of sensing recognition information Is in S10 may be performed in real time while the autonomous bus 2 is in operation. The acquisition of sensing recognition information Is in S10 may be performed individually for each operating period Op in the daily operating schedule, or all operating period Ops may be acquired together.

[0037] As shown in Figure 5, in S20 following S10, the sensing evaluation block 110 (see Figure 2) stores sensing score information Ie in memory 10, which is an evaluation of the support services provided by the conductor 9 to the autonomous bus 2 during operation, for each operation period Op. The storage of sensing score information Ie in S20 may be performed in real time in response to the acquisition of sensing recognition information Is in S10 during the operation of the autonomous bus 2. The storage of sensing score information Ie in S20 may be performed in response to the acquisition of sensing recognition information Is in S10, which was performed for each operation period Op in the daily operation schedule, or in response to the acquisition of information Is in S10, which is a summary of all operation period Ops.

[0038] In S20, the sensing evaluation block 110 evaluates the punctuality and hospitality of the support services provided by the conductor 9 for each operating period Op, and stores sensing score information Ie related to each of these punctuality and hospitality aspects, linked to the conductor 9 for each operating period Op. Thus, as shown in Figure 4, in S20, the punctuality score information Iet, evaluated from the punctuality recognition information Ist regarding the punctuality action Bt, and the hospitality score information Ieh, evaluated from the hospitality recognition information Ish regarding the hospitality action Bh, are stored as sensing score information Ie. If the same conductor 9 is assigned to multiple operating period Ops, scores for each conductor 9 that are deemed to be different for each operating period Op may be stored, or the average score for all of those operating period Ops may be stored.

[0039] In the example in Figure 4, if the regular action Bt of conductor 9 is "permission to depart" at the scheduled departure time at the bus stop, the regular score information Iet consists of regular scores ranging from a maximum of 5 points in 1-point increments according to the delay time from the scheduled departure time to "permission to depart". The regular score for "permission to depart" is stipulated to increase as the delay time decreases. In the example in Figure 4, if the regular action Bt is "permission to close the doors" after passengers 8 have finished boarding at the bus stop, the regular score information Iet consists of regular scores ranging from a maximum of 5 points in 1-point increments according to the delay time from the boarding completion time to "permission to close the doors". The regular score for "permission to close the doors" is stipulated to increase as the delay time decreases. In the example in Figure 4, if the "delay explanation" regarding the scheduled arrival time at the bus stop is designated as the regular action Bt, the regular score information Iet is composed of regular scores with a maximum score range of 5 points, with 1 point added for each detailed item of exemplary behavior related to the "delay explanation." The detailed items of exemplary behavior related to the "delay explanation" are defined as five items, such as an explanation of the reason for the delay, an explanation of the delay situation, an apology for the delay, the speed of the delay explanation, and an explanation of the expected improvement.

[0040] In the example in Figure 4, if the conductor's (9) customer service action Bh is "compassionate support" for passenger 8 who requires assistance, the customer service score information Ieh is composed of customer service scores ranging from a maximum of 5 points, with 1 point added for each detailed item of exemplary behavior related to "compassionate support". The detailed items of exemplary behavior related to "compassionate support" are defined as five items, such as assisting passengers requiring assistance (elderly people, people with disabilities, buggy users, etc., passenger 8) with boarding and alighting, securing a seat for passengers requiring assistance, allowing the bus to depart after passengers requiring assistance are seated, speaking to passengers requiring assistance, and reminding them about forgotten items. In the example in Figure 4, if the conductor's (9) customer service action Bh is "announcement" to passenger 8, the customer service score information Ieh is composed of customer service scores ranging from a maximum of 5 points, with 1 point added for each detailed item of exemplary behavior related to "announcement". The detailed items for exemplary behavior regarding "announcements" are defined in five categories, such as volume of voice, speaking speed, use of polite language, warnings during risk avoidance driving (such as when bus 2 brakes suddenly), and explanations regarding breaches of etiquette. In the example in Figure 4, if "personal appearance" is defined as the conductor's customer service behavior Bh, the customer service score information Ieh is composed of a customer service score that has a maximum score range of 5 points, with 1 point added for each detailed item of exemplary behavior regarding "personal appearance." The detailed items for exemplary behavior regarding "personal appearance" are defined in five categories, such as disheveled uniform, dirty uniform, disheveled hair, facial expression, and eye contact.

[0041] As shown in Figure 5, in S30 following S20, the feedback recognition block 120 (see Figure 2) acquires feedback recognition information Ip by recognizing the satisfaction level feedback from passenger 8 who received support services from the conductor 9 inside the autonomous bus 2. The feedback for acquiring feedback recognition information Ip in S30 may be requested via the communication system 30 to the mobile terminal of passenger 8 who has disembarked from the autonomous bus 2. The feedback in S30 may be requested via the communication system 30 to the mobile terminal of passenger 8 who has disembarked from the autonomous bus 2, either individually for each operating period Op in the daily operating schedule, or for all operating period Ops together. In either of these cases, an incentive such as points or a discount on the next fare may be given to passenger 8's mobile terminal via the communication system 30 for the feedback.

[0042] As shown in Figure 6, the feedback recognition information Ip recognized by S30 includes regular recognition information Ipt, which recognizes the satisfaction level of the conductor 9 with respect to the regular behavior Bt regarding punctuality in relation to the operating schedule managed by the autonomous bus 2. The regular behavior Bt represented by the regular recognition information Ipt as feedback recognition information Ip is set to one of several types common to the regular recognition information Ist of the sensing recognition information Is (see Figure 4), as illustrated in Figure 6.

[0043] As shown in Figure 6, the feedback recognition information Ip recognized by S30 also includes hospitality recognition information Iph, which recognizes the satisfaction level of the conductor 9 with respect to hospitality behavior Bh regarding the hospitality of the passenger 8 inside the autonomous bus 2. The hospitality behavior Bh represented by the hospitality recognition information Iph as feedback recognition information Ip is set to one of several types common to the hospitality recognition information Iph of the sensing recognition information Is (see Figure 4), as illustrated in Figure 6.

[0044] As shown in Figure 5, in S40 following S30, the feedback evaluation block 130 (see Figure 2) stores feedback score information If, which evaluates the support services provided by the conductor 9 to the autonomous bus 2 during operation for each operation period Op, in memory 10. The storage of feedback score information If in S40 may be performed in response to the acquisition of feedback recognition information Ip from passengers 8 who have disembarked from the autonomous bus 2. The storage of sensing score information Ie in S40 may be performed in response to the acquisition of feedback recognition information Ip in S40 performed for each operation period Op in the daily operation schedule, or in response to the acquisition of information Ip in S40 that combines all operation period Ops.

[0045] In S40, the feedback evaluation block 130 evaluates the punctuality and hospitality of the support services provided by the conductor 9 for each operating period Op, and stores feedback score information If for each of these punctuality and hospitality aspects, linked to the conductor 9 for each period Op. Thus, as shown in Figure 6, in S40, the punctuality score information Ift, evaluated from the punctuality recognition information Ipt regarding the punctuality action Bt, and the hospitality score information Ifh, evaluated from the hospitality recognition information Iph regarding the hospitality action Bh, are stored as feedback score information If.

[0046] In the example in Figure 6, if the regular action Bt of the conductor 9 is "permission to depart" in relation to the scheduled departure time at the bus stop, the regular score information Ift consists of regular scores ranging from a maximum of 5 points in increments of 1 point, according to the average satisfaction level of passengers 8 with respect to "permission to depart". In the example in Figure 6, if the regular action Bt is "permission to close the doors" after passengers 8 have finished boarding at the bus stop, the regular score information Ift consists of regular scores ranging from a maximum of 5 points in increments of 1 point, according to the average satisfaction level of passengers 8 with respect to "permission to close the doors". Furthermore, in the example in Figure 6, if the regular action Bt is "explanation of delay" in relation to the scheduled arrival time at the bus stop, the regular score information Ift consists of regular scores ranging from a maximum of 5 points in increments of 1 point, according to the average satisfaction level of passengers 8 with respect to "explanation of delay". The average satisfaction score used as these regular ratings refers to the average value obtained by averaging the satisfaction ratings of passengers, which were provided as feedback to conductors 9 for each operating period Op and type of regular action Bt, in increments of 1 point, with a maximum rating range of 5 points.

[0047] In the example in Figure 6, if the conductor's service action Bh is "compassionate support" to passenger 8 who requires assistance, the service rating information Ifh is composed of service ratings ranging from a maximum of 5 points in 1-point increments according to passenger 8's average satisfaction with "compassionate support". In the example in Figure 6, if the conductor's service action Bh is "announcement" to passenger 8, the service rating information Ifh is composed of service ratings ranging from a maximum of 5 points in 1-point increments according to passenger 8's average satisfaction with "announcement". Furthermore, in the example in Figure 6, if the conductor's service action Bh is "appearance" of the crew uniform, the service rating information Ifh is composed of service ratings ranging from a maximum of 5 points in 1-point increments according to passenger 8's average satisfaction with "appearance". The average satisfaction score used for these customer service ratings refers to the average value obtained by averaging the satisfaction ratings of passengers who provided feedback to conductors 9 for each operating period Op and type of customer service action Bh, in increments of 1 point, with a maximum rating range of 5 points.

[0048] As shown in Figure 5, in S50 following S40, the conductor training block 140 (see Figure 2) outputs training data Dt and Dh for the purpose of retraining conductor 9 who has acted outside the acceptable range of exemplary behavior. The training data Dt and Dh output in S50 may be video data with audio. Therefore, in S50, the conductor training block 140 displays and outputs the training data Dt and Dh to conductor 9 who is to be retrained. At this time, the display output of the training data Dt and Dh may be performed from the display unit of the remote center 3 to conductor 9 who is to be retrained. The display output of the training data Dt and Dh may also be performed from the display unit of a portable terminal carried by conductor 9 who is to be retrained, via the communication system 30.

[0049] In S50, the conductor training block 140 outputs regular training data Dt to conductor 9 who has performed at least one regular action Bt that is judged to be outside the acceptable range because the regular score represented by the regular score information Iet from S20 is less than the midpoint of the score range (i.e., 3 points in the example in Figure 4). At the same time, the conductor training block 140 in S50 outputs customer service training data Dh to conductor 9 who has performed at least one customer service action Bh that is judged to be outside the acceptable range because the customer service score represented by the customer service score information Ieh from S20 is less than the midpoint of the score range (i.e., 3 points in the example in Figure 4).

[0050] Of these training data Dt and Dh, conductors 9 who receive output from at least one of S50 may be excluded from the reassignment target for the assignment shift Ps by S60 described later until they send a retraining response message via the remote center 3 or mobile terminal. Therefore, in the management flow, S50 is skipped if there are no conductors 9 who require retraining.

[0051] As shown in Figure 5, in S60 following S50, the shift update block 150 (see Figure 2) updates the conductor's assigned shift Ps for each operating period Op according to the sensing score information Ie, and outputs updated data Ds. The update of the assigned shift Ps in S60 is performed in particular according to the sensing score information Ie accumulated in S20 and the feedback score information If accumulated in S40.

[0052] Specifically, the shift update block 150 in S60 analyzes the service trends Ts for conductors 9 for each operating period Op, as shown in Figure 7, from the respective score information Iet and Ieh as sensing score information Ie related to punctuality and customer service. In S60, the average value of the punctuality score for multiple types of punctual actions Bt is set as an index value representing the service trends Ts for punctuality from the punctuality score information Iet. At the same time, in S60, the average value of the customer service score for multiple types of customer service actions Bh is set as an index value representing the service trends Ts for customer service from the customer service score information Ieh.

[0053] In S60, the shift update block 150 then analyzes the passenger needs trend Tn for each operating period Op assigned to an individual conductor 9, using the respective score information Ift and Ifh as feedback score information If regarding punctuality and customer service, as shown in Figure 8. In S60, a flag value representing the need trend Tn for punctuality improvement is set for the operating period Op of conductors 9 whose average punctuality score for multiple punctual actions Bt is less than the median score of the score range (i.e., 3 points in the example in Figure 6) based on the punctuality score information Ift. At the same time, in S60, a flag value representing the need trend Tn for customer service improvement is set for the operating period Op of conductors 9 whose average customer service score for multiple types of customer service actions Bh is less than the median score of the score range (i.e., 3 points in the example in Figure 6) based on the customer service score information Ifh. In both cases of improving punctuality and improving customer service, the example in Figure 8 shows that a judgment value of 0 indicates no need for improvement for average scores above the median, while a flag value of 1 indicates a need for improvement for average scores below the median.

[0054] After these two types of analysis, the shift update block 150 in S60 updates the staffing shift Ps to redeploy conductor 9 with a high index value representing service trend Ts for the operating period Op where a flag value representing the improvement need trend Tn has been set. As a result, as shown in Figure 9, for operating period Op where there was an improvement need trend Tn, the update data Ds is updated to staffing shift Ps with a redeployed conductor 9 with superior service trend Ts.

[0055] In the example in Figure 9, first, for the sixth operating period Op, where there was a need trend Tn for both punctuality improvement and customer service improvement, conductor No. 1 (9), who has the best service trend Ts in both punctuality and customer service, is preferentially matched. Next, in the example in Figure 9, for the first operating period Op, where there was a need trend Tn only for punctuality improvement, conductor No. 3 (9), who has the best service trend Ts in punctuality, is preferentially matched along with the already matched No. 1. Furthermore, in the example in Figure 9, for the second operating period Op, where there was a need trend Tn only for customer service improvement, conductor No. 4 (9), who has the best service trend Ts in customer service, is preferentially matched along with the already matched No. 1. Finally, in the example in Figure 9, for the third to fifth operating periods Op, where there was no need for improvement, conductor 9 is maintained in their current position and / or redeployed from their current position by considering not only service trend Ts but also, for example, continuous boarding time and past staffing shifts Ps.

[0056] Based on the above, the shift update block 150 in S60 temporarily stores the updated data Ds, which has been updated with the assigned shift Ps, in the memory 10 and displays it. At this time, the display output of the updated data Ds may be performed by the display unit of the remote center 3 to each conductor 9 for each operating period Op. Alternatively, the display output of the updated data Ds may be performed by the display unit of the portable terminal carried by each conductor 9 for each operating period Op, via the communication system 30. Furthermore, if, even after the two types of analysis described above, S60 determines that reassignment of the conductors 9 is unnecessary, it is preferable that the updated data Ds with the assigned shift Ps unchanged be displayed.

[0057] Once the execution of S60 is complete, the current execution of the management flow ends. Therefore, in the next execution of the management flow, the update by S60 in the next execution should be performed in such a way that conductor 9 (number 6 in the example in Figure 9), who was reassigned to a different operating period Op due to, for example, a low service trend Ts value during the update by S60 in the current execution, does not return to the original operating period Op.

[0058] (Effects and Benefits) The effects and advantages of the first embodiment described above will be explained below.

[0059] According to the first embodiment, sensing recognition information Is, which is obtained from the autonomous bus 2 through sensing while it is in operation, is acquired from the autonomous bus 2. Then, sensing score information Ie is accumulated, which evaluates the punctuality and hospitality of the support services provided by the conductor 9 who provides operational support inside the autonomous bus 2 while it is in operation, based on the sensing recognition information Is for each operating period Op. As a result, the staffing shifts Ps of the conductor 9 for each operating period Op can be updated according to the sensing score information Ie from the perspectives of both punctuality and hospitality. Therefore, it becomes possible to properly manage the staffing shifts Ps of the conductor 9 for each operating period Op based on the updated data Ds output by such shift updates.

[0060] According to the first embodiment, with respect to the conductor 9 sensed within the autonomous bus 2, sensing recognition information Is is obtained by recognizing both the scheduled behavior Bt, which defines normative behavior for punctuality, and the hospitality behavior Bh, which defines normative behavior for hospitality. In this first embodiment, the scheduled performance score information Iet, evaluated from the sensing recognition information Is regarding the scheduled behavior Bt, and the hospitality performance score information Ieh, evaluated from the sensing recognition information Is regarding the hospitality behavior Bh, are stored as sensing performance score information Ie, linked to the conductor 9 for each operating period Op. As a result, the staffing shift Ps of the conductor 9 for each operating period Op can be updated by reflecting both the scheduled performance score information Iet and the hospitality performance score information Ieh, which are based on objective sensing, thus enabling proper management.

[0061] According to the first embodiment, when the regular performance rating information Iet indicates a regular performance action Bt that falls outside the acceptable range of normative behavior, regular training data Dt is output in order to retrain the conductor 9 who performed the regular performance action Bt that fell outside the acceptable range. This makes it possible to improve the support services provided by the conductor 9 from a regularity perspective in order to properly manage the staffing shift Ps. In addition, according to the first embodiment, when the customer service rating information Ieh indicates a customer service action Bh that falls outside the acceptable range of normative behavior, customer service training data Dh is output in order to retrain the conductor 9 who performed the customer service action Bh that fell outside the acceptable range. This makes it possible to improve the support services provided by the conductor 9 from a customer service perspective in order to properly manage the staffing shift Ps.

[0062] According to the first embodiment, passenger 8 who receives support services from conductor 9 inside the autonomous bus 2 receives feedback recognition information Ip indicating their level of satisfaction. Therefore, feedback score information If, which evaluates the punctuality and hospitality of the support services provided by conductor 9 inside the autonomous bus 2 during operation, is accumulated together with sensing score information Ie, based on the passenger 8's feedback recognition information Ip for each operating period Op. As a result, the conductor 9's staffing shift Ps for each operating period Op can be updated from the perspectives of both punctuality and hospitality, in accordance with the sensing score information Ie and the feedback score information If. Thus, it becomes possible to appropriately manage the conductor 9's staffing shift Ps by reflecting not only evaluations based on objective sensing, but also evaluations based on feedback from passenger 8.

[0063] According to the first embodiment, with respect to the conductor 9 who provided support services to the passenger 8 inside the autonomous bus 2, feedback recognition information Ip is obtained based on the passenger 8's perception of satisfaction with the scheduled behavior Bt, which is defined as a normative behavior for punctuality, and the hospitality behavior Bh, which is defined as a normative behavior for hospitality. In this first embodiment, the scheduled performance score information Ift, evaluated from the feedback recognition information Ip regarding the scheduled behavior Bt, and the hospitality performance score information Ifh, evaluated from the feedback recognition information Ip regarding the hospitality behavior Bh, are stored as feedback performance score information If, linked to the conductor 9 for each operating period Op. As a result, the staffing shift Ps of the conductor 9 for each operating period Op can be updated to reflect the scheduled performance score information Ift and hospitality performance score information Ifh based on feedback from the passenger 8, thus enabling proper management.

[0064] According to the first embodiment, the staffing shift Ps is updated so that the service trends Ts, analyzed from the sensing score information Ie for each operating period Op, match the passenger needs trends Tn, analyzed from the feedback score information If for each operating period Op, and reassign the conductor 9 that matches them. This makes it possible to manage the staffing shift Ps appropriately, accurately reflecting the service trends Ts of the conductor 9 in the needs trends Tn, which is an aggregation of feedback from passengers 8.

[0065] (Second embodiment) The second embodiment is a modification of the first embodiment. As shown in Figure 10, in the management flow of the second embodiment, S2060 is executed instead of S60 in the first embodiment. In S2060, the shift update block 150 starts the shift update subroutine shown in Figure 11. In S2061 of the shift update subroutine, the shift update block 150 compares the sensing score information Ie accumulated in S20 and the feedback score information If accumulated in S40 for each operating period Op.

[0066] Specifically, the shift update block 150 in S2061 compares the regular score information Iet, which is the sensing score information Ie, and the regular score information Ift, which is the feedback score information If, for each operating period Op. In S2061, the score difference ΔIt between the average scores of multiple types of regular actions Bt is monitored for each operating period Op, as shown in Figure 12, for each regular score information Iet and Ift.

[0067] In S2061, the shift update block 150 also compares the customer service score information Ieh as sensing score information Ie and the customer service score information Ifh as feedback score information If, for each operating period Op. In S2061, the score difference ΔIh between the average scores of multiple types of customer service actions Bh is monitored for each operating period Op, as shown in Figure 12.

[0068] In S2061, as shown in Figure 11, the shift update block 150 determines whether the absolute values ​​of the score differences ΔIt and ΔIh for each action Bt and Bh monitored for each operating period Op are equal to or greater than the judgment criterion value (e.g., 1 point), as exemplified in the third and sixth operating period Ops in Figure 12. As a result, for the score differences ΔIh and / or the operating period Op corresponding to ΔIh that are judged negatively by S2061, the management flow moves to S2062. In S2062, the shift update block 150 analyzes the service trend Ts and needs trend Tn from the average score for the score-aligned actions Bt and / or Bh and their operating period Ops, similar to S60 in the first embodiment.

[0069] On the other hand, with respect to the score difference ΔIh and / or the operating period Op (third and sixth operating periods in Figure 12) corresponding to ΔIh for which a positive judgment is made in S2061, the management flow moves to S2063. In S2063 in Figure 11, the shift update block 150 (or sensing recognition block 100) increases the recognition depth of the sensing recognition information Is necessary for reconstructing the sensing score information Ie accumulated in S20 with respect to the score inconsistency behavior Bt and / or Bh and their operating period Op, compared to when S10 was executed. At this time, increasing the recognition depth means at least one of the following: understanding the support scene through standalone recognition processing of images or sound or integrated processing thereof (e.g., multimodal integrated processing), and understanding the context of announcements through natural language processing of sound or integrated processing with images.

[0070] Therefore, in S2064 following S2063 in Figure 11, the shift update block 150 (or sensing evaluation block 110) reconstructs the sensing score information Ie accumulated in S20 by re-evaluating the score mismatch behavior Bt and / or Bh and its operation period Op from the sensing recognition information Is, whose recognition depth level has been increased by S2063. In other words, in S2064, the accumulated score information data corresponding to the score mismatch behavior Bt and / or Bh from the timely score information Iet and customer service score information Ieh is reconstructed from the recognition information of the operation period Op corresponding to the score mismatch behavior Bt and / or Bh from the timely recognition information Ist and customer service recognition information Ish.

[0071] Furthermore, in S2065, following S2064 in Figure 11, the shift update block 150 determines whether the average score of the sensing score information Ie for the behavior type reconstructed in S2064 is less than the midpoint score (e.g., 3 points), which is the midpoint of the score range, as exemplified in the third operating period Op in Figure 13. As a result, for the score mismatch behaviors Bt and / or Bh in the operating period Op (sixth operating period in Figure 13) corresponding to the sensing score information Ie that is judged negative in S2065 in Figure 11, the management flow moves to S2066. In S2066, the shift update block 150 analyzes the service trend Ts and needs trend Tn in accordance with S60 of the first embodiment, except that it uses the score average for the score mismatch behaviors Bt and / or Bh and their operating period Op, for which the average score of the sensing score information Ie has become equal to or greater than the midpoint score after the recognition depth level-up.

[0072] On the other hand, for the score mismatch behaviors Bt and / or Bh in the operating period Op (third operating period in Figure 13) corresponding to the sensing score information Ie for which a positive judgment is made in S2065 in Figure 11, the management flow moves to S2067. In S2067, the shift update block 150 analyzes the service trend Ts in accordance with S60 of the first embodiment, except that it uses the score average value for the score mismatch behaviors Bt and / or Bh and their operating period Op for which the average score value of the sensing score information Ie has fallen below the midpoint of the score after the recognition depth level has been increased. On the other hand, in S2067, the shift update block 150 analyzes the needs trend Tn in accordance with S60 of the first embodiment, except that it uses the lowest score within the score range of the corresponding behavior type as feedback score information If for the score mismatch behavior Bt and / or Bh and its operation period Op, where the average score of the sensing score information Ie falls below the median score after the level-up of recognition depth.

[0073] From the steps S2062, S2066, and S2067 shown in Figure 11 that have been executed, the management flow moves to S2068. In S2068, the shift update block 150 displays and outputs updated data Ds, which is the staffing shift updated in the same way as in S60 of the first embodiment, based on the service trend Ts and needs trend Tn analyzed in the steps S2062, S2066, and S2067 that have been executed. When S2068 is completed, and S2060 is also completed, the execution of the management flow ends as shown in Figure 10.

[0074] According to this second embodiment, when the score difference ΔIt,ΔIh between the sensing score information Ie and the feedback score information If exceeds a judgment criterion value, the sensing score information Ie, which is re-evaluated from the sensing recognition information Is with an upgraded recognition depth, is used to update the personnel shift Ps. As a result, even if the sensing score information Ie deviates from the feedback score information If, the recognition accuracy of the sensing recognition information Is, and consequently the re-evaluation accuracy of the sensing score information Ie, can be improved by upgrading the recognition depth. Therefore, by updating the personnel shift Ps based on the re-evaluated sensing score information Ie, proper management of the personnel shift Ps becomes possible.

[0075] Furthermore, according to the second embodiment, if the sensing score information Ie, which is re-evaluated from the sensing recognition information Is with an increased level of recognition depth, falls below the midpoint of the score range, the lowest score value in the score range of the feedback score information If is used to update the staffing shift Ps. As a result, for low-scoring conductors 9 whose re-evaluated sensing score information Ie is below the midpoint, the lowest score value in the feedback score information If can be given importance as an indication of improvement needs, thereby ensuring reliability in the updating management of the staffing shift Ps.

[0076] (Other embodiments) Although several embodiments have been described above, this disclosure is not to be construed as being limited to the embodiments described herein, and can be applied to various embodiments without departing from the gist of this disclosure.

[0077] In the modified example, the dedicated computer constituting the management system 1 may have at least one of the digital circuit and the analog circuit as a processor. Here, the digital circuit is at least one of the following, for example, ASIC (Application Specific Integrated Circuit), FPGA (Field Programmable Gate Array), SOC (System on a Chip), PGA (Programmable Gate Array), and CPLD (Complex Programmable Logic Device). Furthermore, such a digital circuit may have memory for storing programs.

[0078] In the modified management flow, the set of S30 and S40 may be omitted. If the set of S30 and S40 is omitted, the needs trend Tn may be analyzed by S60 of the management flow based on, for example, statistical information stored in the memory 10 of the management system 1 of the remote center 3. In the modified management flow, S50 itself may be omitted.

[0079] (Additional note) This specification discloses several technical concepts and several combinations thereof, as listed below. The symbols in parentheses in this supplementary section indicate the correspondence with the specific means described in the embodiments detailed above, and do not limit the technical scope of this disclosure.

[0080] (Technical thought 1) A management system having a processor (12) for managing the staffing shifts (Ps) for assigning conductors (9) who provide operational support to an autonomous bus (2) according to the operating period (Op), The aforementioned processor, The system acquires sensing recognition information (Is) from the autonomous bus, which is recognized by sensing within the autonomous bus while it is in operation. The system accumulates sensing score information (Ie) which evaluates the punctuality and hospitality of the support services provided by the conductor in the autonomous bus during operation, based on the sensing recognition information for each operating period. A management system configured to output updated data (Ds) which updates the conductor's staffing shifts for each operating period according to the sensing score information.

[0081] (Technical thought 2) The acquisition of the aforementioned sensing and recognition information is performed by This includes acquiring sensing recognition information by recognizing the scheduled behavior (Bt) for which the normative behavior of scheduled time is defined and the hospitality behavior (Bh) for which the normative behavior of hospitality is defined with respect to the conductor sensed within the autonomous bus. The accumulation of the aforementioned sensing score information is A management system according to Technical Concept 1, which includes storing regular performance score information (Iet) evaluated from the sensing recognition information relating to the regular performance and customer service score information (Ieh) evaluated from the sensing recognition information relating to the customer service performance as sensing score information linked to the conductor for each operating period.

[0082] (Technical Thought 3) The aforementioned processor, In accordance with the regular performance evaluation information indicating that the regular performance falls outside the acceptable range of normative behavior, the system outputs regular training data (Dt) for the purpose of retraining the conductor who performed the regular performance outside the acceptable range. A management system according to technical concept 2, further configured to output customer service training data (Dh) for retraining the conductor who performed the customer service outside the acceptable range of normative behavior, in accordance with the customer service rating information indicating that the customer service behavior falls outside the acceptable range of normative behavior.

[0083] (Technical Thought 4) The aforementioned processor, The objective is to acquire feedback recognition information (Ip) that recognizes the satisfaction level reported by passengers (8) who have received the support services from the conductor inside the autonomous bus, The system is configured to further store feedback score information (If) which evaluates the punctuality and hospitality of the support services provided by the conductor in the autonomous bus during operation, based on the feedback recognition information, for each operating period. The output of the aforementioned update data is: A management system according to any one of the technical concepts 1 to 3, which includes outputting updated data obtained by updating the aforementioned staffing shifts for each operating period in accordance with the aforementioned sensing score information and the aforementioned feedback score information.

[0084] (Technical Thought 5) The acquisition of the aforementioned feedback recognition information is With respect to the conductor who provided the support services to the passengers inside the autonomous bus, the system includes obtaining feedback recognition information by recognizing the passengers' satisfaction with the scheduled behavior (Bt) for which the normative behavior of punctuality is defined and the hospitality behavior (Bh) for which the normative behavior of hospitality is defined. The accumulation of the aforementioned feedback score information is A management system according to technical concept 4, which includes storing regular performance score information (Ift) evaluated from the feedback recognition information regarding the regular performance and customer service score information (Ifh) evaluated from the feedback recognition information regarding the customer service performance as feedback score information linked to the conductor for each operating period.

[0085] (Technical Thought 6) The output of the aforementioned update data is: A management system according to technical idea 4 or 5, which outputs updated data of the staffing shift so as to reassign the conductor whose service trend (Ts) matches the passenger need trend (Tn) analyzed for each operating period from the sensing score information.

[0086] (Technical Thought 7) The output of the aforementioned update data is: A management system according to technical concept 6, which includes outputting updated data for the personnel assignment shift using the sensing score information re-evaluated from the sensing recognition information with an upgraded recognition depth when the score difference (ΔIt, ΔIh) between the sensing score information and the feedback score information exceeds a judgment criterion value.

[0087] (Technical Thought 8) The output of the aforementioned update data is: A management system according to technical concept 7, which includes, when the sensing score information re-evaluated from the sensing recognition information with an increased level of recognition depth falls below the midpoint of the score range, outputting updated data that updates the personnel shift using the lowest score value in the score range of the feedback score information.

[0088] Furthermore, the technical concepts 1 to 8 described above may be understood within the respective technical concepts of the methods and programs. [Explanation of Symbols]

[0089] 1: Management system, 2: Autonomous bus, 8: Passengers, 9: Conductor, 10: Memory, 12: Processor, Bh: Customer service behavior, Bt: Regular behavior, Dh: Customer service training data, Dt: Regular training data, Ds: Update data, Ie: Sensing score information, If: Feedback score information, Ieh,Ifh: Customer service score information, Iet,Ift: Regular score information, Is: Sensing recognition information, Ip: Feedback recognition information, Op: Operating period, Ps: Staffing shift, Tn: Needs trend, Ts: Service trend

Claims

1. A management system having a processor (12) for managing the staffing shifts (Ps) for assigning conductors (9) who provide operational support to an autonomous bus (2) according to the operating period (Op), The aforementioned processor, The process involves acquiring sensing recognition information (Is) from the autonomous bus, which is recognized by sensing within the autonomous bus while it is in operation, The system accumulates sensing score information (Ie) obtained by evaluating the punctuality and hospitality of the support services provided by the conductor in the autonomous bus during operation, based on the sensing recognition information for each operating period. A management system configured to output updated data (Ds) which updates the conductor's staffing shifts for each operating period according to the sensing score information.

2. The acquisition of the aforementioned sensing and recognition information is performed by This includes acquiring the sensing recognition information by recognizing the scheduled behavior (Bt) for which the normative behavior of scheduled time is defined and the hospitality behavior (Bh) for which the normative behavior of hospitality is defined with respect to the conductor sensed within the autonomous bus. The accumulation of the aforementioned sensing score information is The management system according to claim 1, further comprising storing regular performance score information (Iet) evaluated from the sensing recognition information relating to the regular performance and customer service score information (Ieh) evaluated from the sensing recognition information relating to the customer service performance as sensing score information linked to the conductor for each operating period.

3. The aforementioned processor, In accordance with the regular performance evaluation information indicating that the regular performance falls outside the acceptable range of normative behavior, the system outputs regular training data (Dt) for the purpose of retraining the conductor who performed the regular performance outside the acceptable range. The management system according to claim 2, further configured to output customer service training data (Dh) for retraining the conductor who performed the customer service performance that falls outside the acceptable range of normative behavior, in accordance with the customer service score information indicating that the customer service performance falls outside the acceptable range.

4. The aforementioned processor, The objective is to acquire feedback recognition information (Ip) that recognizes the satisfaction level reported by passengers (8) who have received the support services from the conductor inside the autonomous bus, The system is configured to further store feedback score information (If) which evaluates the punctuality and hospitality of the support services provided by the conductor in the autonomous bus during operation, based on the feedback recognition information, for each operating period. The output of the aforementioned update data is: The management system according to claim 1, which includes outputting updated data in which the staffing shifts for each operating period have been updated according to the sensing score information and the feedback score information.

5. The acquisition of the aforementioned feedback recognition information is With respect to the conductor who provided the support services to the passengers in the autonomous bus, the method includes obtaining feedback recognition information by recognizing the passengers' satisfaction with the scheduled behavior (Bt) for which the normative behavior of punctuality is defined, and the hospitality behavior (Bh) for which the normative behavior of hospitality is defined. The accumulation of the aforementioned feedback score information is The management system according to claim 4, further comprising storing regular performance score information (Ift) evaluated from the feedback recognition information regarding the regular performance and customer service score information (Ifh) evaluated from the feedback recognition information regarding the customer service performance as feedback score information linked to the conductor for each operating period.

6. The output of the aforementioned update data is: The management system according to claim 4, which includes outputting updated data of the staffing shift so as to reassign the conductor whose service trend (Ts) matches the passenger needs trend (Tn) analyzed for each operating period from the sensing score information.

7. The output of the aforementioned update data is: The management system according to claim 6, further comprising outputting updated data for the personnel assignment shift using the sensing score information re-evaluated from the sensing recognition information with an upgraded recognition depth when the score difference (ΔIt, ΔIh) between the sensing score information and the feedback score information exceeds a judgment threshold value.

8. The output of the aforementioned update data is: The management system according to claim 7, further comprising: outputting updated data for the personnel shift when the sensing score information, which is re-evaluated from the sensing recognition information with an increased level of recognition depth, falls below the midpoint of the score range; and using the lowest score value in the score range of the feedback score information.

9. A management method executed by a processor (12) for managing the staffing shifts (Ps) for assigning conductors (9) who provide operational support to an autonomous bus (2) according to the operating period (Op), The process involves acquiring sensing recognition information (Is) from the autonomous bus, which is recognized by sensing within the autonomous bus while it is in operation, The system accumulates sensing score information (Ie) obtained by evaluating the punctuality and hospitality of the support services provided by the conductor in the autonomous bus during operation, based on the sensing recognition information for each operating period. A management method that includes outputting updated data (Ds) obtained by updating the conductor's staffing shifts for each operating period according to the sensing score information.

10. A management program that is stored in a storage medium (10) for managing the staffing shifts (Ps) for assigning conductors (9) to assist in the operation of an autonomous bus (2) according to the operating period (Op), and includes instructions for causing a processor (12) to perform said management, The process involves acquiring sensing recognition information (Is) from the autonomous bus, which is recognized by sensing within the autonomous bus while it is in operation, The system accumulates sensing score information (Ie) obtained by evaluating the punctuality and hospitality of the support services provided by the conductor in the autonomous bus during operation, based on the sensing recognition information for each operating period. A management program including the command to output updated data (Ds) which updates the conductor's staffing shifts for each operating period according to the sensing score information.

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