Information processing device, information processing system, information processing method, and program

Abstract

This approach addresses the diverse needs of users without increasing the burden on those responsible for operating the avatars. [Solution] An information processing device that provides guidance to a user using an avatar comprises: a storage unit that stores operator registration information indicating guidance that the operator operating the avatar can handle; an acquisition unit that acquires user preference information indicating guidance desired by the user; and an operator selection unit that selects the operator responsible for guiding the user based on the operator registration information and the user preference information.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing system, an information processing method, and a program.

Background Art

[0002] There is a system for guiding users. Some such systems provide a service in which an avatar serves customers. For example, Patent Document 1 discloses a technique for changing an avatar according to a user.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in Patent Document 1, although an avatar can be changed according to a user, the operator who operates the avatar is not changed. In recent years, due to the increasing inbound demand, the number of foreign tourists has increased, and the needs of users have diversified, such as not only shopping but also attention being paid to experiences unique to Japan. For this reason, various skills such as guidance in foreign languages and specialized guidance are required, and there has been a problem that the burden on the person in charge of operating the avatar increases.

[0005] The present invention has been made in view of such a situation, and an object thereof is to provide an information processing apparatus, an information processing system, an information processing method, and a program that can meet the diverse needs of users without increasing the burden on the person in charge of operating the avatar.

Means for Solving the Problems

[0006] One aspect of the present invention is an information processing device that provides guidance to a user using an avatar, comprising: a storage unit that stores operator registration information indicating guidance that an operator operating the avatar can handle; an acquisition unit that acquires user preference information indicating guidance desired by the user; and an operator selection unit that selects an operator to be in charge of guiding the user based on the operator registration information and the user preference information.

[0007] One aspect of the present invention is an information processing system comprising: a signage device that displays the avatar that provides guidance to the user; an avatar operation terminal that transmits operation information indicating the operation of the avatar by the operator; and the above-described information processing device that is communicably connected to the signage device and the avatar operation terminal.

[0008] One aspect of the present invention is an information processing method performed by a computer, which is an information processing device that provides guidance to a user using an avatar, wherein a storage unit stores operator registration information indicating guidance that an operator operating the avatar can handle, an acquisition unit acquires user preference information indicating guidance desired by the user, and an operator selection unit selects an operator to be responsible for guiding the user based on the operator registration information and the user preference information.

[0009] One aspect of the present invention is a program for a computer, which is an information processing device that provides guidance to a user via an avatar, which stores operator registration information indicating guidance that the operator operating the avatar can handle, acquires user preference information indicating guidance desired by the user, and selects an operator to provide guidance to the user based on the operator registration information and the user preference information. [Effects of the Invention]

[0010] According to the present invention, it is possible to respond to the diverse needs of users without increasing the burden on the person in charge of operating the avatar. [Brief explanation of the drawing]

[0011] [Figure 1] This is a block diagram showing an example configuration of a guidance system in an embodiment. [Figure 2] This is a block diagram showing an example configuration of an information processing device in an embodiment. [Figure 3] This figure shows an example of information stored in the operator registration information storage unit in the embodiment. [Figure 4] This figure shows an example of a guide image for an embodiment. [Figure 5] This figure shows an example of a guide image for an embodiment. [Figure 6] This figure shows an example of information stored in the guidance history storage unit in the embodiment. [Figure 7] This is a sequence diagram showing the processing flow performed by the guidance system of the embodiment. [Figure 8] This is a sequence diagram showing the processing flow performed by the guidance system of the embodiment. [Modes for carrying out the invention]

[0012] Embodiments of the present invention will be described below with reference to the drawings.

[0013] (Regarding Guidance System 1) Figure 1 shows an example configuration of a guidance system 1 according to an embodiment of the present invention. The guidance system 1 comprises an information processing device 10, a plurality of signage devices 20 (signage devices 20-1, 20-2, 20-3, ...), and a plurality of avatar operation terminals 40 (avatar operation terminals 40-1, 40-2, 40-3, ...). In the guidance system 1, the information processing device 10, the signage devices 20, and the avatar operation terminals 40 are each connected via a communication network NW. The communication network NW is, for example, an information communication network such as a LAN (Local Area Network), WAN (Wide Area Network), or the Internet. The information communication network may be a wired network, a wireless network, or a combination thereof.

[0014] The signage device 20 is a stationary image display device that includes a display module such as an LCD display. The signage device 20 transmits information to users via Avatar V. Avatar V is a character displayed on the signage device 20 and is a representation of the operator (a person who remotely controls Avatar V).

[0015] Information dissemination here includes the dissemination of any information. For example, if the signage device 20 is installed in a visitor facility such as a zoo, it will display information about events and special offers at that facility. If the signage device 20 is installed in a transportation hub such as a terminal station or roadside rest area, it will display information about directions, tourist information, local products, events and special offers, and campaigns for specific products.

[0016] The signage device 20 includes, for example, a camera as an imaging unit, a microphone as a sound collection unit, and a speaker as an output unit. These cameras, microphones, and speakers may be built into the signage device 20 or may be externally connected to the signage device 20. The camera, acting as the imaging unit, captures images of the space where the signage device 20 is installed and outputs the captured images to the control unit of the signage device 20. The imaging unit captures images of users using the avatar V guidance. The control unit of the signage device 20 transmits the image information of the images captured by the imaging unit to the information processing device 10. The microphone, acting as a sound collection unit, collects sounds in the space where the signage device 20 is installed, including ambient noises and the voices of users using the avatar V guidance system, and outputs the collected sounds to the control unit of the signage device 20. The control unit of the signage device 20 transmits sound information, such as the voices of users, to the information processing device 10. The speaker as the output unit outputs the voice spoken by the operator, alarm sounds, melody sounds, etc. according to the operator's operations. For example, the signage device 20 receives voice information indicating the voice spoken by the operator notified from the information processing device 10, sounds, music, etc. according to the operator's operations, and outputs the received voice information to the speaker as the output unit via the control unit of the signage device 20. Thereby, the voice spoken by the operator, etc. is output from the speaker. The signage device 20 displays the operations of the operator and the movements according to the operator's operations as the movements of the avatar V. The movement according to the operator's operation is, for example, a movement associated with an operation of a controller or the like, and when the operator operates a controller or the like, for example, the operator moves the head left and right or nods. For example, the signage device 20 receives the motion information notified from the information processing device 10. The motion information here is information indicating the time-series change of the positions of the body feature points of the operator acquired using motion capture or the like. The body feature points include, for example, feature points of the face such as eyes, eyebrows, and mouth corners, and joints of operating parts such as the neck, shoulders, arms, and hands. Alternatively, the motion information is information indicating the movement according to the operator's operation. The signage device 20 displays the motion information received from the information processing device 10 as the movement of the avatar V displayed on the screen of the signage device 20 via the control unit of the signage device 20. Thereby, an image in which the operations of the operator, etc. are reflected in the movement of the avatar V is displayed.

[0017] The avatar operation terminal 40 is a terminal used when the operator operates the avatar V. The avatar operation terminal 40 is, for example, a computer such as a smartphone, a tablet terminal, or a PC. The avatar operation terminal 40 is communicably connected to the information processing device 10 via the communication network NW. The avatar operation terminal 40 is provided, for example, in a space different from the place where the signage device 20 is installed, and remotely operates the avatar V displayed on the signage device 20. For example, in communication with the information processing device 10, images of the user using the guidance by the avatar V and information such as the voice of the user are received. Based on the received information, the avatar operation terminal 40 displays the state of the user on the monitor of the avatar operation terminal 40 and outputs the voice of the user's question from the speaker of the avatar operation terminal 40. The operator listens to the user's question while observing the state of the user and gives an answer corresponding to the question from the user. As an answer corresponding to the question, the operator, for example, while speaking the answer, performs an action of making gestures or operates the controller. The avatar operation terminal 40 collects the spoken voice of the answer by the operator with a microphone, and transmits information indicating the collected spoken voice to the information processing device 10 as the voice information of the avatar V. In addition, the avatar operation terminal 40 acquires information indicating the operator's own actions by motion capture or the like, or acquires information indicating the operation of the controller by the operator from the controller, and transmits the acquired information to the information processing device 10 as operation information. The voice information transmitted from the avatar operation terminal 40 is transmitted to the signage device 20 via the information processing device 10 and is reflected as the spoken voice of the avatar V displayed by the signage device 20. In addition, the motion information transmitted from the avatar operation terminal 40 is transmitted to the signage device 20 via the information processing device 10 and is reflected in the movement of the avatar V displayed by the signage device 20.

[0018] The information processing device 10 is a computer that provides a guidance service performed by the guidance system 1. The information processing device 10 is composed of one or more servers (for example, cloud servers). The information processing device 10 is communicably connected to the signage device 20 and the avatar operation terminal 40 via the communication network NW. In the guidance service, a dedicated application program (hereinafter referred to as a guidance app) is distributed. The operator downloads the guidance app and installs it on the avatar operation terminal 40, and starts the guidance app to perform user registration as the operator. Thereby, registration as an operator of the guidance service can be performed. For our information service, we are seeking operators who can provide information on events, special offers, and sightseeing in Japanese, as well as in other foreign languages. For example, the guidance service would reach out to students learning foreign languages ​​and invite them to register as operators of Avatar V. This is because students learning foreign languages ​​would likely want to apply to be operators of the guidance service, as having the opportunity to converse in the language they are learning would contribute to improving their language skills. The information processing device 10, for example, receives images of the user's appearance and information indicating the user's voice during communication with the signage device 20, and transmits the received information to the avatar operation terminal 40. The information processing device 10 also receives movement information and voice information of avatar V during communication with the avatar operation terminal 40, and transmits the received information to the signage device 20.

[0019] (Regarding the information processing device 10) Figure 2 is a block diagram showing an example configuration of the information processing device 10. The information processing device 10 is composed of, for example, an operator registration information acquisition unit 101, a user request information acquisition unit 102, an operator selection unit 103, a guidance control unit 104, an operator evaluation unit 105, an operator registration information storage unit 106, and a guidance history storage unit 107.

[0020] The operator registration information acquisition unit 101 acquires operator registration information. Operator registration information is information about the operator, for example, information indicating the guidance that the operator can provide. The operator registration information acquisition unit 101 acquires information about the operator who has registered as a user via the guidance application as operator registration information. The operator registration information acquisition unit 101 stores the acquired operator registration information in the operator registration information storage unit 106.

[0021] The operator registration information storage unit 106 stores the operator registration information. Figure 3 shows an example of information stored in the operator registration information storage unit 106. As shown in Figure 3, the operator registration information storage unit 106 stores information corresponding to items such as registrant ID, language / level, and self-introduction. The registrant ID is identification information that identifies the registrant. The language / level is information indicating the languages ​​the registrant can handle and their level of proficiency in those languages. The self-introduction is information indicating what the registrant wants to emphasize when taking on the role of operator of Avatar V. In this figure, the registrant identified by registrant ID (001) is shown to be a native Japanese speaker, meaning a student whose mother tongue is Japanese. Furthermore, their English proficiency level is shown to be at a level where they can understand everyday conversations, and they have not studied French, meaning their French proficiency level is that of a complete beginner.

[0022] Returning to the explanation of Figure 2, the user request information acquisition unit 102 acquires the user request information and outputs the acquired user request information to the operator selection unit 103. User preference information is information that indicates the guidance the user desires, such as the language to be used for the guidance and the avatar attributes. The language to be used for the guidance here refers to the language in which the user wishes the guidance to be provided. Avatar attributes refer to information that indicates what kind of operator the user wants to be in charge of the guidance via avatar V. The user request information acquisition unit 102 acquires user request information, for example, through operations on the guidance image G. The guidance image G is an image displayed on the signage device 20, and it is an image on which the user can set the language of the guidance and avatar attributes they wish to receive. The guidance image G is displayed on the signage device 20 by the guidance control unit 104, which will be described later.

[0023] Figures 4 and 5 show examples of guide images for the embodiment.

[0024] Figure 4 shows an example of a guidance image G, which illustrates how users can select their preferred language. In this image, a dropdown list PD1 is shown along with guidance text such as "Please select your preferred language." When the user pulls down this dropdown list PD1, options such as "Japanese," "English," and "Other Languages" are displayed, along with checkboxes for selecting these options. The user selects their desired language (desired language for guidance) from the options displayed in the guidance image G, and then sets a checkmark by tapping the checkbox in the column indicating the selected language. When a user sets a checkmark, the signage device 20 transmits the selected language (desired guidance language) in the guidance image G to the information processing device 10. The information processing device 10 receives the information indicating the desired guidance language notified by the signage device 20. As a result, the user preference information acquisition unit 102 of the information processing device 10 acquires the information indicating the desired guidance language as user preference information.

[0025] Figure 5 shows an example of a guidance image G, which allows the user to select their preferred avatar operator. In this image, the attributes of each operator are listed along with guidance text such as, "Please select the attributes of the avatar operator who will provide the guidance." This list is created based on the operator registration information storage unit 106. For example, the attribute shown at the top of the list, "A Japanese student interested in English conversation. Loves convenience store sweets," is an attribute created based on the information written in the self-introduction section of the registrant identified by the registrant ID (001) in the operator registration information storage unit 106. The user selects their desired avatar operator (desired operator) from the list displayed in the guidance image G, and sets a checkmark by tapping the checkbox in the column showing the attributes of the selected operator. When a user sets a checkmark, the signage device 20 transmits the selected operator (the operator requesting guidance) in the guidance image G to the information processing device 10. The information processing device 10 receives the information indicating the operator requesting guidance notified by the signage device 20. As a result, the user request information acquisition unit 102 of the information processing device 10 acquires the information indicating the operator requesting guidance as user request information.

[0026] Returning to the explanation in Figure 2, the operator selection unit 103 selects an operator to guide the user based on the operator registration information and the user's request information. The operator selection unit 103 reads the operator registration information by referring to the operator registration information storage unit 106. The operator selection unit 103 also obtains the user's request information from the user's request information acquisition unit 102. For example, the operator selection unit 103 extracts information from the user preference information indicating the language preferred by the user. Based on the operator registration information, the operator selection unit 103 selects operators whose language proficiency level is above a threshold and designates the selected operators as the first candidate to guide the user. The operator selection unit 103 also selects operators whose language proficiency level is below the threshold and designates the selected operators as the second candidate to guide the user.

[0027] The operator selection unit 103 determines whether a first candidate exists, and if so, sends a request (a request to the operator to take on the user guidance role) to the avatar operation terminal 40 of the first candidate operator. If the information processing device 10 receives confirmation (a response indicating that the operator will take on the user guidance role) from the avatar operation terminal 40 of the first candidate operator, the operator selection unit 103 designates that first candidate operator as the third candidate.

[0028] Furthermore, if the operator selection unit 103 satisfies the shortage condition indicating a lack of candidates, it sends a request (a request to the second candidate operator to take on the role of guiding the user) to the avatar operation terminal 40. The shortage condition here can be set arbitrarily, but for example, it could be that the number of first candidate operators is below a threshold, or that the number of first candidate operators who have given their acceptance (a response indicating that they will take on the role of guiding the user) is below a threshold. When sending a request (a request to the second candidate operator to guide the user) to the avatar operation terminal 40, the operator selection unit 103 checks whether the operator will guide the user if translation assistance is available. Translation assistance here means displaying a translated text of the user's speech on the avatar operation terminal 40. As further translation assistance, the avatar operation terminal 40 may also output a simulated voice reading the translated text of the speech using speech recognition technology. Alternatively, as translation assistance, the translated text of the operator's speech may be displayed on the signage device 20, or a simulated voice reading the translated text of the speech may be output to the signage device 20. Translation assistance can be implemented using any existing technology, but for example, it can be implemented by converting the user's speech into text using speech recognition technology and then translating the text using translation software. If the avatar operation terminal 40 of the second candidate operator notifies the information processing device 10 of acceptance (a response indicating that they will be in charge of guiding the user if translation assistance is available), the operator selection unit 103 designates that second candidate operator as the third candidate.

[0029] The guidance control unit 104 controls the guidance via avatar V. First, the guidance control unit 104 displays an image on the signage device 20 as a guidance image G, which allows the user to select their desired language (desired guidance language). Then, the user performs an operation to select the desired guidance language, and in response to the operator selection unit 103 selecting a third candidate based on the selected guidance language, the guidance control unit 104 displays the attributes of the third candidate operator on the guidance image G. The guidance control unit 104 designates the operator selected by the user from the third candidate operators as the person responsible for guiding the user via avatar V. The guidance control unit 104 associates the avatar operation terminal 40 of the staff member with the signage device 20 that the user uses for guidance. As a result, the movements and speech of the staff member are reflected as the movements and speech of the avatar V displayed on the signage device 20, and the user can receive guidance services through the avatar V operated by the staff member.

[0030] If the person in charge is the first choice operator, the guidance control unit 104 associates the person in charge's avatar operation terminal 40 with the signage device 20 that the user will use for guidance, without providing translation assistance. Specifically, the guidance control unit 104 displays avatar V on the signage device 20. The guidance control unit 104 also controls the camera on the signage device 20 to capture images of the user and displays the captured images on the monitor of the person in charge's avatar operation terminal 40. The guidance control unit 104 also controls the microphone on the signage device 20 to collect the user's voice and outputs the collected voice from the speaker on the person in charge's avatar operation terminal 40. Furthermore, the guidance control unit 104 transmits the voice of the person in charge notified from the avatar operation terminal 40 to the signage device 20 so that it is reflected as the voice spoken by avatar V displayed on the signage device 20. Furthermore, the guidance control unit 104 transmits the operation information notified from the avatar operation terminal 40 to the signage device 20 so that it is reflected in the movement of the avatar V displayed on the signage device 20.

[0031] Meanwhile, if the person in charge is the second-choice operator, the guidance control unit 104 provides translation support and associates the person in charge's avatar operation terminal 40 with the signage device 20 that the user uses for guidance. Specifically, the guidance control unit 104 displays avatar V on the signage device 20. The guidance control unit 104 also controls the camera of the signage device 20 to capture images of the user and displays the captured images on the monitor of the person in charge's avatar operation terminal 40. The guidance control unit 104 also controls the microphone of the signage device 20 to collect the user's voice and translates the collected voice into the person in charge's native language (e.g., Japanese). The guidance control unit 104 displays the translated text on the monitor of the person in charge's avatar operation terminal 40, or (and) outputs a simulated voice reading the translated text from the speaker of the avatar operation terminal 40. Furthermore, the guidance control unit 104 translates the voice of the person in charge notified from the avatar operation terminal 40 into the desired guidance language (for example, English). The guidance control unit 104 transmits the translated text to the signage device 20 so that it is displayed as the spoken content of avatar V on the signage device 20, or (and) outputs a simulated voice reading the translated text from the speaker of the signage device 20. In addition, the guidance control unit 104 transmits the operation information notified from the avatar operation terminal 40 to the signage device 20 so that it is reflected in the movements of avatar V displayed on the signage device 20.

[0032] The operator evaluation unit 105 evaluates the operator's language proficiency. For example, the operator evaluation unit 105 evaluates the operator's language proficiency based on the interactions that took place during guidance provided by the operator (first candidate) who does not provide translation assistance. Students learning foreign languages ​​may see a dramatic improvement in their listening and speaking skills through actual guiding experience. The operator evaluation unit 105 accurately assesses the operator's language level, allowing for a precise understanding of their language abilities. Accurate assessment of the operator's language skills enables the payment of appropriate compensation for their guiding services. For example, the operator evaluation unit 105 evaluates the operator's language level based on the content of the avatar V's speech displayed on the signage device 20 during guidance, as well as the content of the user's speech. For example, the operator evaluation unit 105 evaluates the operator's language level for each evaluation checklist item, such as whether the vocabulary and grammar in the avatar V's conversation are accurate, whether the pronunciation is accurate, and whether the operator accurately understands what the user has said. This evaluation is performed, for example, by an expert who has mastered the language used for guidance (the language of the desired guidance). In this case, the information processing device 10 displays, for example, an operator evaluation checklist on the monitor, and the expert inputs the evaluation results based on the evaluation checklist. As a result, the operator evaluation unit 105 of the information processing device 10 obtains an evaluation result that assesses the operator's language level. The operator evaluation unit 105 stores the acquired evaluation results in the guidance history storage unit 107.

[0033] The guidance history storage unit 107 stores the guidance history. The guidance history includes the content of the guidance given by the operator and the evaluation results of the operator's language level based on that guidance. Figure 6 shows an example of information stored in the guidance history storage unit 107. As shown in Figure 6, the guidance history storage unit 107 stores information corresponding to items such as guidance ID, signage ID, operator ID, guidance date and time, guidance language, guidance content, and evaluation result. The guidance ID is identification information that identifies the guidance provided in the guidance service. The signage ID is identification information that identifies the signage device 20 used in the guidance. The operator ID is identification information that identifies the operator (person in charge) who was in charge of the guidance. The guidance date and time is information indicating the date and time the guidance was provided. The guidance language is information indicating the language used in the guidance (desired guidance language). The guidance content is information indicating images (videos) and audio showing the interaction between the user and avatar V that took place in the guidance. The evaluation result is information indicating the evaluation result evaluated by the operator evaluation unit 105. Furthermore, information corresponding to items such as guidance ID, signage ID, operator ID, guidance date and time, guidance language, and guidance content in the guidance history storage unit 107 is stored in the guidance history storage unit 107 by the guidance control unit 104, for example.

[0034] The operator evaluation unit 105 updates the operator registration information storage unit 106 of the first candidate operator based on the evaluation result of the operator's language level in the guidance provided by that operator. This makes it possible to more accurately determine whether to designate the operator as the first candidate or the second candidate for guidance in subsequent instances.

[0035] The functional units of the information processing device 10 (including the operator registration information acquisition unit 101, the user request information acquisition unit 102, the operator selection unit 103, the guidance control unit 104, and the operator evaluation unit 105) are realized by the execution of programs (software) by a hardware processor such as the CPU (Central Processing Unit) of the information processing device 10. Some or all of these functional units may be realized by hardware (including circuitry) such as LSI (Large Scale Integration), ASIC (Application Specific Integrated Circuit), FPGA (Field-Programmable Gate Array), and GPU (Graphics Processing Unit), or by the cooperation of software and hardware. The programs may be stored in advance in a storage device such as an HDD (Hard Disk Drive), SSD (Solid State Drive), or flash memory (a storage device with a non-transient storage medium), or they may be stored in a removable storage medium such as a DVD or CD-ROM (a non-transient storage medium) and installed when the storage medium is inserted into a drive device.

[0036] Figures 7 and 8 are sequence diagrams showing the processing flow performed by the guidance system 1.

[0037] As shown in Figure 7, first, the operator registers as a user of the guidance service. Avatar operation terminal 40-1 transmits the information necessary for user registration as an operator (supported languages ​​and their proficiency levels, self-introduction, etc.) to the information processing device 10 via the guidance application (step S10). Avatar operation terminal 40-2 transmits the information necessary for user registration as an operator (supported languages ​​and their proficiency levels, self-introduction, etc.) to the information processing device 10 via the guidance application (step S11). Avatar operation terminal 40-3 transmits the information necessary for user registration as an operator (supported languages ​​and their proficiency levels, self-introduction, etc.) to the information processing device 10 via the guidance application (step S12). The information processing device 10 stores the information necessary for user registration (supported languages ​​and their proficiency levels, self-introduction, etc.) notified by each of the avatar operation terminals 40 in the operator registration information storage unit 106 (step S13).

[0038] The information processing device 10 transmits image information of the guidance image G, in this case the guidance image G for selecting the guidance language shown in Figure 4, to the signage device 20 (step S14). The signage device 20 receives the image information of the guidance image G for selecting the guidance language from the information processing device 10 and displays the guidance image G for selecting the guidance language on the monitor based on the received image information (step S15). The signage device 20 acquires information indicating the desired language in response to the user's operation on the guidance image G, in this case the user's operation to select the desired language (desired guidance language) (step S16). The signage device 20 transmits the acquired information indicating the desired language to the information processing device 10 (step S17). The information processing device 10 receives information indicating the language of guidance desired from the signage device 20, and selects an operator of the first candidate and an operator of the second candidate based on the received information (step S18). The information processing device 10 transmits a notification asking whether the avatar operation terminal 40 of the operator of the first candidate is responsible for guiding the user, and if necessary, such as when the shortage condition is satisfied, transmits a notification asking whether the avatar operation terminal 40 of the operator of the second candidate is responsible for guiding the user (step S19). Here, when transmitting a notification asking whether the avatar operation terminal 40 of the operator of the second candidate is responsible for guiding the user, the information processing device 10 notifies that translation support can be performed, and confirms whether to be responsible for guiding the user if there is translation support. For example, the information processing device 10 transmits a notification asking whether the avatar operation terminal 40-1 of the operator of the first candidate is responsible for guiding the user, and transmits a notification asking whether the avatar operation terminal 40-2 of the operator of the second candidate is responsible for guiding the user if there is translation support. The avatar operation terminal 40-1 receives the notification (notification asking whether to be responsible for guiding the user) from the information processing device 10, and transmits a commitment (answer indicating being responsible for guiding the user) to the information processing device 10 according to the received notification (step S20). The avatar operation terminal 40-2 receives the notification (notification asking whether to be responsible for guiding the user if there is translation support) from the information processing device 10, and transmits a commitment (answer indicating being responsible for guiding the user if there is translation support) to the information processing device 10 according to the received notification (step S21). The information processing device 10 receives the commitment notified from the avatar operation terminal 40 (answer indicating being responsible for guiding the user notified from the avatar operation terminal 40-1, and answer indicating being responsible for guiding the user if there is translation support notified from the avatar operation terminal 40-2), and selects a third candidate according to the received commitment. The information processing device 10 sets the operator who obtained the commitment as the third candidate (step S22).

[0039] As shown in Figure 8, the information processing device 10 transmits image information of the guidance image G, in this case the guidance image G for selecting a user of the guidance system as shown in Figure 5, to the signage device 20 (step S23). The signage device 20 receives the image information of the guidance image G for selecting a user of the guidance system from the information processing device 10 and displays the guidance image G for selecting a user of the guidance system on the monitor based on the received image information (step S24). The signage device 20 acquires information indicating the desired operator in response to the user's operation on the guidance image G, in this case, the user's operation to select the operator they wish to use (desired operator for guidance) (step S25). The signage device 20 transmits the acquired information indicating the desired operator for guidance to the information processing device 10 (step S26). The information processing device 10 receives the information indicating the desired operator for guidance from the signage device 20 and, based on the received information, determines the person in charge of guiding the user. The information processing device 10 designates the desired operator for guidance as the person in charge (step S27).

[0040] The information processing device 10 links the signage device 20 with the staff member's avatar operation terminal 40 (step S28). As a result, the user's movements and speech are notified to the staff member's avatar operation terminal 40, and the staff member's movements and speech are reflected as the movements and speech of avatar V displayed on the signage device 20 used by the user, thereby providing guidance (step S29). When the guidance is completed, the information processing device 10 stores the guidance history in the guidance history storage unit 107 (step S27). The information processing device 10 stores information related to the completed guidance (guidance ID, signage ID, operator ID, guidance date and time, guidance language, guidance content, etc.) in the guidance history storage unit 107. The information processing device 10 evaluates the operator's language level based on the interactions that took place during the guidance (such as the content of avatar V's speech and the user's speech) (step S31). The information processing device 10 reflects the evaluation result in the operator's operator registration information storage unit 106 (step S32).

[0041] As described above, the information processing device 10 of this embodiment provides guidance to the user via an avatar. The information processing device 10 comprises an operator registration information storage unit 106 (storage unit), a user request information acquisition unit 102, and an operator selection unit 103. The operator registration information storage unit 106 stores operator registration information indicating the guidance that the operator operating the avatar can provide. The user request information acquisition unit 102 acquires user request information indicating the guidance that the user desires. The operator selection unit 103 selects the operator responsible for guiding the user based on the operator registration information and the user request information. As a result, the information processing device 10 of this embodiment stores in advance the guidance that the operator can provide, and retrieves the guidance that the user desires, so that an operator who can respond to the user's request can be selected. This prevents an operator who cannot respond to the user's request from being assigned to guide that user, thus enabling the response to the diversifying needs of users without increasing the burden on the person in charge of operating the avatar.

[0042] Furthermore, the information processing device 10 of this embodiment further includes a guidance control unit 104. The guidance control unit 104 displays a guidance image G on a signage device 20 for displaying an avatar V, which sets the language to be used for guidance. The user preference information acquisition unit 102 acquires information indicating the user's preferred guidance language, selected from multiple languages ​​displayed on the guidance image G, as user preference information. The operator selection unit 103, based on operator registration information, designates operators whose proficiency level in the preferred guidance language is above a threshold as first candidates to guide the user. The operator selection unit 103 designates operators whose proficiency level in the preferred guidance language is below the threshold as second candidates to guide the user. As a result, the information processing device 10 of this embodiment can designate operators with a high proficiency level in the user's preferred guidance language as candidates to guide that user, giving priority to students learning that language, and enabling users to receive guidance in their preferred language. On the other hand, even in situations where there are no operators who have mastered the preferred guidance language, translation support can be provided to enable users to receive guidance in their preferred language.

[0043] Furthermore, in the information processing device 10 of this embodiment, the operator selection unit 103 sends a first confirmation notice to the first candidate avatar operation terminal 40 to confirm whether or not it will be in charge of guiding the user. The operator selection unit 103 sends a second confirmation notice to the second candidate avatar operation terminal 40 to confirm whether or not it will be in charge of guiding the user if translation assistance is available. The operator selection unit 103 designates the first candidate operator who has responded to the first confirmation notice that it will be in charge of guiding the user, and the second candidate operator who has responded to the second confirmation notice that it will be in charge of guiding the user, as the third candidate who will be in charge of guiding the user. In this way, the information processing device 10 of this embodiment can extract operators who can be in charge of guiding the user for each of the first candidate and second candidate operators, and can extract candidates who can provide guidance in the language desired by the user.

[0044] Furthermore, in the information processing device 10 of this embodiment, the operator registration information includes information indicating the operator's attributes (self-promotion). Based on the operator registration information, the guidance control unit 104 displays information indicating the attributes of the third candidate operator on the guidance image G. The user preference information acquisition unit 102 acquires information indicating the selected operator for guidance from the operators displayed on the guidance image G as user preference information. If the selected operator for guidance is the second candidate operator, the guidance control unit 104 displays a translated text of the user's speech on the operator's avatar operation terminal 40 and displays a translated text of the operator's speech on the signage device 20 used by the user for guidance. As a result, in the information processing device 10 of this embodiment, if the operator selected by the user has not learned the desired guidance language, translation support is provided, enabling guidance in the language desired by the user.

[0045] Furthermore, the information processing device 10 of this embodiment further includes an operator evaluation unit 105. The operator evaluation unit 105 evaluates the language level of the first candidate operator based on the guidance provided by that operator. Based on the evaluation result of the operator's language level, the operator evaluation unit 105 updates the operator's registration information. As a result, the information processing device 10 of this embodiment can accurately grasp the language skills of the operator. If the operator's language skills can be accurately grasped, the correct compensation for the guidance provided can be paid to that operator.

[0046] Furthermore, the guidance system 1 (information processing system) of the embodiment comprises a signage device 20, an avatar operation terminal 40, and an information processing device 10. The signage device 20 displays an avatar V that provides guidance to the user. The avatar operation terminal 40 transmits operation information indicating the operation of avatar V by the operator. The information processing device 10 is communicably connected to the signage device and the avatar operation terminal and has an operator registration information storage unit 106, a user request information acquisition unit 102, and an operator evaluation unit 105. As a result, the guidance system 1 of the embodiment can respond to the diverse needs of users without increasing the burden on the person in charge of operating the avatar, and achieves the same effects as described above.

[0047] The guidance system 1 and information processing device 10 in the above-described embodiment may be implemented in whole or in part by a computer. In that case, the program for implementing this function may be recorded on a computer-readable recording medium, and the program recorded on this recording medium may be loaded into the computer system and executed. The term "computer system" here includes hardware such as the OS and peripheral devices. The term "computer-readable recording medium" refers to portable media such as flexible disks, magneto-optical disks, ROMs, CD-ROMs, and storage devices such as hard disks built into the computer system. Furthermore, the term "computer-readable recording medium" may also include those that dynamically hold programs for a short period of time, such as communication lines used when transmitting programs via networks such as the Internet or communication lines such as telephone lines, and those that hold programs for a certain period of time, such as volatile memory inside the computer system that acts as a server or client in such cases. The program may be for implementing a part of the functions described above, or it may be a program that can implement the functions described above in combination with a program already recorded in the computer system, or it may be implemented using a programmable logic device such as an FPGA.

[0048] While embodiments of this invention have been described in detail above with reference to the drawings, the specific configuration is not limited to these embodiments and includes designs and the like that do not depart from the spirit of this invention. [Explanation of Symbols]

[0049] 1… Guidance system (information processing system) 10…Information Processing Devices 101... Operator registration information acquisition unit 102…User desired information acquisition department 103... Operator Selection Section 104... Guidance Control Unit 105... Operator Evaluation Department 106... Operator registration information storage unit 107... Guidance history storage unit 20…Signage device 40... Avatar control terminal

Claims

1. In an information processing device that provides guidance to users using avatars, A storage unit that stores operator registration information indicating guidance that the operator operating the avatar can respond to, An acquisition unit that acquires user preference information indicating the guidance desired by the user, An operator selection unit selects the operator responsible for guiding the user based on the operator registration information and the user preference information, An information processing device equipped with the following features.

2. The signage device for displaying the avatar further includes a guidance control unit that displays a guidance image for setting the language to be used for guidance, The acquisition unit acquires information indicating the user's preferred language for guidance, selected from multiple languages ​​displayed in the guidance image, as the user preference information. The operator selection unit, based on the operator registration information, designates operators whose proficiency level in the desired language of guidance is above a threshold as first candidates to be responsible for guiding the user, and operators whose proficiency level in the desired language of guidance is below the threshold as second candidates to be responsible for guiding the user. The information processing apparatus according to claim 1.

3. The operator selection unit is, A first confirmation notice is sent to the first candidate avatar operation terminal to confirm whether or not it will be responsible for guiding the user. A second confirmation notice is sent to the second candidate avatar operation terminal to confirm whether or not it will be responsible for guiding the user if translation assistance is available. The operator who received a response from the first candidate indicating that he would be in charge of guiding the user in response to the first confirmation notice, and the operator who received a response from the second candidate indicating that he would be in charge of guiding the user in response to the second confirmation notice, are designated as the third candidate in charge of guiding the user. The information processing apparatus according to claim 2.

4. The operator registration information includes information indicating the attributes of the operator, The guidance control unit displays information indicating the attributes of the third candidate operator on the guidance image based on the operator registration information. The acquisition unit acquires information indicating the operator who selected the operator who wants guidance from the operators displayed in the guidance image as the user preference information. If the selected operator requesting guidance is the second candidate operator, the guidance control unit will display a translation of the user's speech on the operator's avatar operation terminal and display a translation of the operator's speech on the signage device used by the user for guidance. The information processing apparatus according to claim 3.

5. The system further includes an operator evaluation unit that evaluates the language level of the operator responsible for guiding the user and updates the operator's registration information based on the evaluation results of the operator's language level. The information processing apparatus according to claim 1.

6. A signage device that displays the avatar used to guide the user, An avatar operation terminal that transmits operation information indicating the operation of the avatar by the operator, The information processing device according to claim 1, which is connected to the signage device and the avatar operation terminal in a manner that enables communication with them, An information processing system equipped with the following features.

7. An information processing method performed by a computer, which is an information processing device that provides guidance to users using avatars, The memory unit stores operator registration information that indicates the guidance that the operator controlling the avatar can respond to. The acquisition unit acquires user preference information indicating the guidance desired by the user, The operator selection unit selects the operator responsible for guiding the user based on the operator registration information and the user preference information. Information processing methods.

8. A computer, which is an information processing device that provides guidance to users using avatars, The operator registers information that indicates the guidance that the operator controlling the avatar can provide, The system obtains user preference information indicating the guidance the user desires. Based on the operator registration information and the user preference information, the operator responsible for guiding the user is selected. program.

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