Information processing device, information processing method, and program

Abstract

Previously, it was not possible to smoothly implement avatar-based customer service for store customers. [Solution] An information processing device 1 comprises a reminder output unit 141 that transmits reminder information stored in a reminder information storage unit 111 to a store terminal 3, a response receiving unit 121 that receives response information from the store terminal 3, and a communication control unit 132 that performs a dialogue start processing that enables dialogue between the customer on the store terminal 3 and the avatar on the customer service terminal 2 when the response receiving unit 121 receives the response information. This allows the store to smoothly initiate customer service using an avatar for its customers.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus and the like that utilizes avatar technology to assist in serving customers.

Background Art

[0002] Conventionally, there has been a customer service system in which an operator remotely operates a customer service terminal installed in a store to enable smooth customer service (see Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, in the prior art, it has been impossible to smoothly start serving customers using an avatar in a store.

Means for Solving the Problems

[0005] The first information processing device of this invention is an information processing device that constitutes a store system having a store terminal used by a customer to interact with an avatar, an information processing device, and a customer service terminal for an avatar that interacts with the customer. The store terminal comprises a store receiving unit that receives prompt information from the information processing device to encourage interaction with the avatar, a store output unit that outputs the prompt information received by the store receiving unit, a store receiving unit that receives response information from the customer indicating a request for interaction with the avatar in response to the output of the prompt information, and a store transmitting unit that transmits the response information received by the store receiving unit to the information processing device. The store receiving unit receives customer service information having customer service voice based on customer service terminal information transmitted from the customer service terminal and information about the avatar. The store output unit outputs customer service voice based on customer service terminal information received by the store receiving unit and outputs the avatar. The store receiving unit receives customer service information from the customer. The store transmission unit receives customer terminal information including customer voice, which is voice information; the store transmission unit transmits the customer terminal information received by the store reception unit; the information processing device comprises a reminder output unit that transmits reminder information stored in a reminder information storage unit to the store terminal; a response reception unit that receives response information from the store terminal; and a communication control unit that performs a dialogue start processing that enables dialogue between the customer on the store terminal and the avatar on the customer service terminal when the response reception unit receives response information; and the customer service terminal comprises a customer service reception unit that receives customer service terminal information including customer service voice; a customer service transmission unit that transmits the customer service terminal information received by the customer service reception unit; a customer service reception unit that receives customer-side information based on customer terminal information transmitted from the store terminal; and a customer service output unit that outputs output information including customer voice based on the customer-side information received by the customer service reception unit, thus constituting an information processing device for a store system.

[0006] This configuration allows stores to smoothly begin providing customer service using avatars to their customers.

[0007] Furthermore, the information processing device of the second invention, compared to the first invention, comprises a store receiving unit that receives customer service information from the information processing device, a store transmitting unit that transmits customer terminal information to the information processing device, a customer terminal information receiving unit that receives customer terminal information from a store terminal, a customer terminal information receiving unit that receives customer service terminal information from a customer service terminal, a customer side information output unit that transmits customer side information, which is information based on the customer terminal information received by the customer terminal information receiving unit, to the customer service terminal, an information configuration unit that constructs customer side information using avatar information stored in an avatar management unit where avatar information relating to an avatar is stored, and customer service terminal information, and a customer side information output unit that transmits the customer side information constructed by the information configuration unit to the store terminal, a customer service transmitting unit that transmits customer service terminal information to the information processing device, and a customer service receiving unit that receives customer side information from the information processing device.

[0008] This configuration allows stores to smoothly begin providing customer service using avatars to their customers.

[0009] Furthermore, the information processing device of this third invention is an information processing device in which, unlike the first or second invention, when a reception termination condition is met, which is a condition for ending the reception of response information from a customer, the store reception unit of the store terminal stops receiving response information.

[0010] This configuration allows for the proper termination of customer service interactions using avatars at a store.

[0011] Furthermore, the information processing device of this fourth invention, in contrast to the first or second invention, is an information processing device in which the communication control unit performs a dialogue termination process to terminate the dialogue between the customer and the avatar when the dialogue termination conditions are met after dialogue between the customer and the avatar becomes possible.

[0012] This configuration allows for the appropriate termination of customer service using avatars in a store.

[0013] Furthermore, the information processing device of the fifth invention, in addition to the first or second invention, is an information processing device in which the store system has two or more store terminals placed at two or more seats in the store, the information processing device further comprises a terminal determination unit that determines a store terminal that satisfies candidate conditions from among the two or more store terminals, and the reminder output unit transmits reminder information to the store terminal determined by the terminal determination unit.

[0014] With this configuration, reminder information can be sent to the appropriate store terminal that meets the candidate criteria among the store terminals located at each seat in the store.

[0015] Furthermore, the information processing device of the sixth invention, in contrast to the fifth invention, is an information processing device in which the terminal determination unit determines the next store terminal to which to send reminder information when communication between the store terminal and the customer service terminal has ended.

[0016] With this configuration, the next candidate seat for customer service using an avatar can be automatically determined from the store terminal at each seat in the store.

[0017] Furthermore, the information processing device of the seventh invention, compared to the fifth invention, further comprises an order management unit that stores order information relating to customer orders at a seat, associated with a store terminal identifier that identifies two or more store terminals, and a terminal determination unit that determines the store terminal to which reminder information is sent using the order information associated with the two or more store terminal identifiers.

[0018] With this configuration, the next candidate seat for customer service using an avatar can be automatically determined within the store's terminal at each seat, using the customer's order information.

[0019] Furthermore, the information processing device of the eighth invention, compared to the fifth invention, is an information processing device in which a terminal determination unit determines a store terminal to which a reminder information will be sent within a predetermined time after a customer enters the store, and a reminder output unit sends the reminder information to the store terminal determined by the terminal determination unit.

[0020] With such a configuration, after a customer enters the store, urging information can be transmitted to the store terminal within a predetermined time.

[0021] Further, in the information processing apparatus of the ninth invention, with respect to the fifth invention, the information processing apparatus further includes a time management unit that stores time information, which is the customer's entry time or the elapsed time since entry, in association with a store terminal identifier that identifies two or more store terminals. The terminal determination unit is an information processing apparatus that determines a store terminal to which the urging information is to be transmitted by using the time information associated with two or more store terminal identifiers.

[0022] With such a configuration, among the store terminals at the seats in the store, the next candidate seat for customer service using an avatar can be automatically determined by using the elapsed time since the customer entered the store.

[0023] Further, in the information processing apparatus of the tenth invention, with respect to the fifth invention, the information processing apparatus further includes a customer management unit that stores customer information having a customer attribute value, which is an attribute value of a customer at a seat, in association with a seat identifier of two or more seats. The terminal determination unit is an information processing apparatus that determines a store terminal to which the urging information is to be transmitted by using the customer attribute value associated with two or more seat identifiers.

[0024] With such a configuration, among the store terminals at the seats in the store, the next candidate seat for customer service using an avatar can be automatically determined by using the customer attribute value.

Effect of the Invention

[0025] According to the information processing apparatus of the present invention, customer service using an avatar can be smoothly started for customers in the store.

Brief Description of the Drawings

[0026] [Figure 1] Conceptual diagram of the store system A in Embodiment 1 [Figure 2] Block diagram of the same store system A [Figure 3] Block diagram of the information processing apparatus 1 [Figure 4]A flowchart illustrating an example of the operation of the information processing device 1. [Figure 5] A flowchart illustrating an example of the terminal determination process. [Figure 6] A flowchart illustrating an example of the application completion process. [Figure 7] A flowchart illustrating an example of the operation of the customer service terminal 2. [Figure 8] A flowchart illustrating an example of operation for the store terminal 3. [Figure 9] A diagram showing an example of the customer management sheet. [Figure 10] A diagram showing an example of the customer service management sheet. [Figure 11] Image of the seating arrangement [Figure 12] Figure showing an example of the same output. [Figure 13] Block diagram of the computer system [Modes for carrying out the invention]

[0027] The embodiments of the information processing device, etc., will be described below with reference to the drawings. In the embodiments, components that are denoted by the same reference numerals perform the same operation, and therefore, further explanation may be omitted.

[0028] (Embodiment 1) This embodiment describes a store system having store terminals, customer service terminals, and information processing devices, each located at one or more seats in one or more stores. The system transmits prompt information, which is information that encourages interaction with an avatar corresponding to a customer service terminal, to one or more store terminals. After receiving response information from a store terminal that has received a response from a customer in response to the prompt information, the system enables interaction between the customer on the store terminal and the avatar on the customer service terminal. While the interaction here is preferably voice-based, it may also include the exchange of information through video, images, motion, vibration, text examples, etc.

[0029] In this embodiment, we will describe a store system in which, once the conditions for ending the reception are met, the customer is prevented from entering response information into the store terminal.

[0030] In this embodiment, we will describe a store system that, after the customer on the store terminal and the avatar on the customer service terminal have become able to communicate, terminates the communication between the customer on the store terminal and the avatar on the customer service terminal when the conditions for ending the communication are met.

[0031] In this embodiment, we will describe a store system that determines whether a seat in the store meets the candidate criteria and sends reminder information only to seats that meet the candidate criteria.

[0032] In this embodiment, a store system that automatically determines the store terminal to which the following reminder information is sent will be described.

[0033] In this specification, information X being associated with information Y means that information Y can be obtained from information X, or information X can be obtained from information Y, and the method of association is irrelevant. Information X and information Y may be linked, may reside in the same buffer, may information X be contained in information Y, or information Y may be contained in information X, and so on.

[0034] Furthermore, in this specification, selecting or determining information Z means obtaining information Z, obtaining a pointer to information Z, obtaining the ID of information Z, setting a flag on information Z, etc., and it is sufficient to be able to access information Z.

[0035] Figure 1 is a conceptual diagram of store system A in this embodiment. Store system A comprises an information processing device 1, one or more customer service terminals 2, and one or more store terminals 3. In Figure 1, store system A has, for example, one or more store terminals 3 in one or more stores. Note that the stores here are usually restaurants, but are not limited to that. Also, restaurants are, for example, snack bars, clubs, and bars, but are not limited to that type. The stores here can be any business entity where customer service takes place.

[0036] Information Processing Device 1 is a server that supports customer service using avatars. In this case, Information Processing Device 1 is a server that, for example, sends prompt information to a store terminal to encourage the customer to interact with the avatar, and when it receives response information from the store terminal, enables interaction between the customer using the store terminal and the avatar on the customer service terminal. Information Processing Device 1 can be, for example, a cloud server or an ASP server, but the type is not limited. Information Processing Device 1 may also be a terminal.

[0037] Customer service terminal 2 is a terminal used by a customer service staff member. Customer service terminal 2 collects the staff member's voice. This voice information is output by store terminal 3. Customer service terminal 2 is, for example, a terminal that photographs the customer service staff member. Customer service terminal 2 is, for example, a terminal that configures avatar model information corresponding to the movements of the customer service staff member being photographed and transmits this model information. The moving avatar is output by store terminal 3. Customer service terminal 2 can be, for example, a personal computer, tablet, smartphone, etc., and the type is not limited. The avatar model information output by store terminal 3 may be configured by customer service terminal 2, information processing device 1, or store terminal 3. Customer service terminal 2 may also implement the functions of information processing device 1.

[0038] Store terminal 3 is a terminal located in the store. Store terminal 3 is typically a terminal installed in the store. Store terminal 3 is typically a terminal installed at a seat in the store. However, store terminal 3 may also be a terminal owned by the user. Even if it is a user-owned terminal, it can still be said to be installed at a seat. Furthermore, it is preferable that one or more store terminals 3 are installed in one or more stores. Store terminal 3 displays an avatar of the person being served to the customer. Store terminal 3 can be, for example, a personal computer, tablet, smartphone, etc., and the type is not limited. Store terminal 3 may also implement the functions of information processing device 1.

[0039] Furthermore, the information processing device 1 may also function as customer service terminal 2. In this case, customer service terminal 2 is not required in store system A. The information processing device 1 may also function as store terminal 3. In this case, store terminal 3 is not required in store system A.

[0040] Information processing device 1 and one or more customer service terminals 2, and information processing device 1 and one or more store terminals 3 can normally communicate with each other via the internet, LAN, etc.

[0041] Figure 2 is a block diagram of the store system A in this embodiment. Figure 3 is a block diagram of the information processing device 1.

[0042] The information processing device 1 comprises a storage unit 11, a reception unit 12, a processing unit 13, and an output unit 14. The storage unit 11 comprises a reminder information storage unit 111, an avatar management unit 112, a customer management unit 113, an order management unit 114, and a time management unit 115. The reception unit 12 comprises a response reception unit 121, a customer terminal information reception unit 122, and a customer service terminal information reception unit 123. The processing unit 13 comprises a terminal determination unit 131, a communication control unit 132, and an information configuration unit 133. The output unit 14 comprises a reminder output unit 141, a customer-side information output unit 142, and a customer service-side information output unit 143.

[0043] The customer service terminal 2 includes a customer service storage unit 21, a customer service reception unit 22, a customer service processing unit 23, a customer service transmission unit 24, a customer service reception unit 25, and a customer service output unit 26.

[0044] The store terminal 3 comprises a store storage unit 31, a store reception unit 32, a store processing unit 33, a store transmission unit 34, a store reception unit 35, and a store output unit 36.

[0045] The storage unit 11, which constitutes the information processing device 1, stores various types of information. These types of information include, for example, reminder information (described later), avatar information (described later), customer information (described later), order information (described later), time information (described later), information on one or more service staff, and various conditions.

[0046] Customer service information refers to information about a customer service provider. A customer service provider is a person who serves a customer. A customer service provider may serve one customer or two or more customers. Customer service information includes, for example, a customer service terminal identifier and one or more customer service attribute values. Customer service information also includes, for example, candidate conditions, which will be described later. In other words, the candidate conditions may differ for each customer service provider. Customer service information also includes, for example, a customer service availability flag. The customer service terminal identifier is information that identifies customer service terminal 2. The customer service terminal identifier may also be information that identifies a customer service provider. The customer service terminal identifier may include, for example, an ID, email address, phone number, IP address of customer service terminal 2, or MAC address of customer service terminal 2. Customer service attribute values ​​may include, for example, gender, age, place of origin, place of residence, information indicating work history, current occupation, and educational background. The customer service availability flag is a flag that indicates whether or not customer service is currently available. The customer service availability flag may be, for example, "1" (customer service available) or "0" (customer service unavailable). Also, while a customer service provider is serving a customer, the "customer service availability flag = 0 (customer service unavailable)".

[0047] These various conditions include, for example, the candidate conditions, the acceptance termination conditions, and the dialogue termination conditions, which will be described later. These conditions may also be embedded within the program.

[0048] The reminder information storage unit 111 stores reminder information. Reminder information is information that prompts the customer to interact with an avatar. It can be said that the interaction with the avatar is the same as the interaction with the service provider. The interaction with the avatar is communicated with the service terminal 2. The reminder information is usually displayed information, but it may also be audio information. The reminder information may also be a combination of two or more types of information (for example, text, still images, videos, and audio information).

[0049] The avatar management unit 112 stores one or more avatar information. Avatar information refers to information about an avatar. For example, avatar information may include model information. For example, avatar information may include an avatar identifier and one or more avatar attribute values.

[0050] Model information refers to the information used to construct the display of an avatar. Model information includes, for example, mesh information, bone information, and material information. Model information may have a data structure such as glTF (GL Transmission Format). However, the data structure of the model information may also be VRM, OBJ, FBX, STL, GLB, COLLADA, etc., and the type is not restricted.

[0051] An avatar identifier is information that identifies an avatar. Examples of avatar identifiers include an ID and a name. The avatar identifier can also be the customer service terminal identifier.

[0052] Avatar attribute values ​​include, for example, the avatar's gender, age, type, and data size. Avatar types include, for example, elegant, stylish, ladylike, and boyish. The data size refers to the size of the model information data. Note that avatar attribute values ​​can also be customer service attribute values.

[0053] The customer management unit 113 stores one or more customer information. Preferably, the customer information is associated with a store terminal identifier. The customer information may also be associated with a store identifier that identifies the store. The customer information has one or more customer attribute values, which are attribute values ​​of the customers at a table. Customer attribute values ​​include, for example, the number of customers at the table, information indicating whether the customers at the table are having fun or not, information indicating whether the customers at the table are talking or not, gender, age (age group), place of residence, address, occupation, educational background, and name of the organization to which they belong (e.g., company name, workplace). Note that the gender and age (age group) of the customer may be estimated from images taken by a camera installed at the table, for example. Note that a table does not have to have a chair. In other words, a table can be a table. For example, if the store is a standing bar, a table can be a table or a section of a table.

[0054] The store terminal identifier is information that identifies store terminal 3. The store terminal identifier may include the store identifier and the store terminal identifier for that store.

[0055] The order management unit 114 stores order information related to customer orders at each seat, associated with a store terminal identifier that identifies two or more store terminals 3.

[0056] The store terminal identifier is information that identifies store terminal 3. The store terminal identifier may also be information that identifies the seat where store terminal 3 is installed. For example, the store terminal identifier may be the seat ID or the IP address of store terminal 3.

[0057] Order information refers to information related to an order placed by a customer. For example, order information may include a product identifier that identifies the ordered product, the quantity ordered, the price of the ordered product, the total price of one or more ordered products, and information indicating whether or not a specific product was ordered (for example, information indicating whether or not a drink for a toast was ordered).

[0058] The time management unit 115 stores time information associated with store terminal identifiers that identify two or more store terminals. Time information refers to the customer's entry time or the elapsed time since entry. It can also be considered that time information is a customer attribute value. The entry time may be the time the customer sat down, etc. Strict accuracy of the entry time is not required.

[0059] The reception unit 12 receives various instructions and information. For example, the reception unit 12 receives various instructions and information. These instructions and information include, for example, response information, customer terminal information, and customer service terminal information, which will be described later. The reception unit 12 also receives, for example, order information associated with a store terminal identifier.

[0060] The response receiving unit 121 receives response information. The response receiving unit 121 receives response information from, for example, the store terminal 3. Response information is information from the customer indicating a request for interaction with the avatar. Response information can also be thought of as information indicating that the customer allows interaction with the avatar. Response information is based on information entered by the customer in response to the output of a reminder message. Response information is based on information entered by the customer in response to the output of a reminder message on the store terminal 3. Customer input may include, for example, pressing a button to request interaction with the avatar, or voice information indicating "I would like to interact."

[0061] The customer terminal information receiving unit 122 receives customer terminal information. For example, the customer terminal information receiving unit 122 receives customer terminal information from the store terminal 3. Customer terminal information is information about the customer. For example, customer terminal information is information about the customer transmitted from the store terminal 3. Customer terminal information includes customer voice. Preferably, customer terminal information includes customer video, which is video footage of the customer. Customer voice is voice information of the customer. Customer voice is voice information collected at the seat where the customer is sitting. Customer video can also be said to be video footage of the seat where the customer is sitting.

[0062] Furthermore, the transmission and reception of voice information and video during the interaction between the store terminal 3 and the customer service terminal 2 may be performed via P2P or by a server other than the information processing device 1. In such cases, the customer terminal information receiving unit 122 may be omitted.

[0063] The customer service terminal information receiving unit 123 receives customer service terminal information. For example, the customer service terminal information receiving unit 123 receives customer service terminal information from customer service terminal 2. Customer service terminal information is information about the customer service provider. For example, customer service terminal information is information about the customer service provider transmitted from customer service terminal 2. Customer service terminal information includes customer service audio. Customer service terminal information may also include customer service video. Customer service audio is the voice information of the customer service provider. Customer service video is video footage of the customer service provider. It is preferable for customer service terminal information to include information about the avatar. The avatar information here is model information of the avatar. The avatar information here is motion information that identifies the body movements of the customer service provider.

[0064] As mentioned above, the transmission and reception of voice and video information during the interaction between the store terminal 3 and the customer service terminal 2 may be performed via P2P or by a server other than the information processing device 1. In such cases, the customer service terminal information receiving unit 123 may be omitted.

[0065] The processing unit 13 performs various processes. These various processes include, for example, the processes performed by the terminal determination unit 131, the communication control unit 132, and the information configuration unit 133.

[0066] The terminal determination unit 131 determines a store terminal 3 that satisfies the candidate conditions from among two or more store terminals 3. Here, two or more store terminals 3 usually refer to two or more store terminals 3 of a single store, but they may also refer to one or two or more store terminals 3 of each of two or more stores.

[0067] Candidate conditions are the conditions used by the reminder output unit 141 to determine which store terminal 3 will send reminder information. Candidate conditions can also be said to be the conditions used to determine which store terminal 3 is the seat of a candidate customer who will interact with the avatar. Candidate conditions include, for example, conditions related to order information, conditions related to time information, and conditions related to customer attribute values. Candidate conditions include, for example, that the customer has not interacted with the avatar. Note that candidate conditions may also be conditions used to determine which store terminal 3 will not receive reminder information. The conditions used to determine which store terminal 3 will not receive reminder information can also be considered as the conditions used to determine which store terminal 3 will receive reminder information.

[0068] The conditions for order information include, for example, "the store terminal 3 at the table where a specific product (e.g., alcoholic beverages such as beer) was ordered," "the store terminal 3 at the table where a specific product (e.g., alcoholic beverages such as beer) was not ordered after entering the store," "the store terminal 3 at the table with the highest total order amount," "the store terminal 3 at the table with the lowest total order amount," "the store terminal 3 at the table where no order has been placed," "the store terminal 3 at the table with the most items ordered," and "the store terminal 3 at the table with the fewest items ordered." The order information is stored in, for example, the order management unit 114. The conditions for order information are referred to as order conditions as appropriate.

[0069] Time information refers to the customer's entry time or the time elapsed since entry. A condition related to time information might be, for example, "a predetermined time (e.g., 3 minutes) has elapsed since entry." These conditions related to time information are sometimes referred to as time conditions.

[0070] Conditions related to customer attribute values ​​include, for example, "there is one customer at the table," "there are two or more customers at the table," "the atmosphere at the table is not lively," and "customers at the table are not conversing." Customer attribute values ​​are information stored in the customer management unit 113. Conditions related to customer attribute values ​​are referred to as customer conditions as appropriate.

[0071] Candidate conditions can be conditions common to two or more service providers, or conditions that differ for each of the two or more service providers. Alternatively, candidate conditions can be a combination of common conditions common to two or more service providers and specific conditions unique to each service provider. The combination condition is an AND condition between the common condition and the specific condition, but an OR condition is also acceptable.

[0072] It is preferable for the terminal determination unit 131 to determine which store terminal 3 will receive the reminder information next after communication between the store terminal 3 and the customer service terminal 2 has ended. It is also preferable for the terminal determination unit 131 to immediately determine which store terminal 3 will receive the reminder information next after communication between the store terminal 3 and the customer service terminal 2 has ended. In general, when communication between the store terminal 3 and the customer service terminal 2 has ended, it means that the conversation between the customer and the customer service staff has ended.

[0073] The terminal determination unit 131 may determine the store terminal 3 to which the reminder information will be sent using order information associated with two or more store terminal identifiers. For example, the terminal determination unit 131 determines order information that satisfies the order conditions from the order information associated with two or more store terminal identifiers in the order management unit 114, and obtains the store terminal identifier paired with that order information from the order management unit 114. This process can, for example, facilitate orders.

[0074] The terminal determination unit 131 may determine which store terminal 3 will send reminder information within a predetermined time after the customer enters the store. For example, the terminal determination unit 131 analyzes the customer video contained in the customer terminal information received from the store terminal 3 to detect that the customer has taken a seat, obtains the time of entry (the time of detection) from a clock (not shown), and determines that the store terminal 3 will be the terminal to send reminder information when a predetermined time (for example, 5 minutes) has elapsed from the time of entry. For example, if the terminal determination unit 131 receives entry information from the store terminal 3 indicating that the customer has taken a seat, it obtains the time of entry (the time of the entry) from a clock (not shown), and determines that the store terminal 3 will be the terminal to send reminder information when a predetermined time has elapsed from the time of entry. Through this process, the customer can start interacting with the avatar at an appropriate time, such as when toasting.

[0075] The terminal determination unit 131 may determine the store terminal 3 to which the reminder information will be sent using time information associated with two or more store terminal identifiers. For example, the terminal determination unit 131 determines time information that satisfies the time conditions from among the time information associated with two or more store terminal identifiers in the time management unit 115, and obtains the store terminal identifier that corresponds to that time information from the time management unit 115. Through this process, the customer can start interacting with the avatar at the appropriate time.

[0076] The terminal determination unit 131 may determine the store terminal 3 to which the reminder information will be sent using customer attribute values ​​associated with two or more store terminal identifiers. For example, the terminal determination unit 131 determines customer attribute values ​​that satisfy the customer conditions from among the customer attribute values ​​associated with two or more store terminal identifiers in the customer management unit 113, and obtains the store terminal identifier paired with that customer attribute value from the customer management unit 113. Through this process, it is possible to propose dialogue with an avatar to the appropriate customer.

[0077] The communication control unit 132 performs a dialogue start process when the response receiving unit 121 receives response information. For example, the communication control unit 132 performs a dialogue start process when the response receiving unit 121 receives response information from the store terminal 3. The dialogue start process is a process that enables a dialogue between the customer of the store terminal 3 that sent the response information and the avatar of the customer service terminal 2. The dialogue start process is, for example, a process that enables communication between the store terminal 3 and the customer service terminal 2. If there are two or more customer service terminals 2, the method by which the communication control unit 132 selects one customer service terminal 2 does not matter. It should be noted that a dialogue with an avatar can be said to be a dialogue with a customer service provider.

[0078] The communication control unit 132 performs a dialogue termination process after the customer and avatar are able to communicate and the dialogue termination conditions are met. The dialogue termination process is the process of ending the conversation between the customer and the avatar. The dialogue termination process usually includes the process of disconnecting communication between the store terminal 3 and the customer service terminal 2. The dialogue termination conditions are, for example, conditions related to the elapsed time since the start of the conversation, or the receipt of a termination instruction from the customer or customer service provider. A condition related to the elapsed time since the start of the conversation is, for example, "five minutes have passed since the start of the conversation."

[0079] The information configuration unit 133 uses the avatar information stored in the avatar management unit 112 and the received customer service terminal information to configure customer service-side information.

[0080] The information configuration unit 133, for example, acquires customer service voice from the received customer service terminal information. The information configuration unit 133, for example, acquires customer service worker movement information from the received customer service terminal information. The information configuration unit 133, for example, uses the avatar model information stored in the avatar management unit 112 to configure an avatar that performs the movement specified by the acquired movement information. The information configuration unit 133, for example, superimposes the acquired customer service voice and the acquired avatar video to configure customer service-side information to be transmitted to the store terminal 3. Note that the customer service-side information may be the same as the customer service terminal information.

[0081] The output unit 14 outputs various types of information. These types of information include, for example, reminder notices, customer information, and customer service information. The output here is usually transmitted, but it may also be displayed, output as sound, etc.

[0082] The reminder output unit 141 outputs the reminder information stored in the reminder information storage unit 111. For example, the reminder output unit 141 transmits the reminder information stored in the reminder information storage unit 111 to the store terminal 3. It is preferable for the reminder output unit 141 to transmit the reminder information to one or more store terminals 3 determined by the terminal determination unit 131. It is preferable for the reminder output unit 141 to transmit the reminder information to the store terminals 3 determined by the terminal determination unit 131 within a predetermined time.

[0083] The reminder output unit 141 may send reminder information to two or more store terminals 3 in response to one customer service representative. In such a case, the customer who becomes able to interact with the avatar is usually the customer of the store terminal 3 that first sent the response information.

[0084] The customer-side information output unit 142 outputs customer-side information, which is information based on the customer terminal information received by the customer terminal information receiving unit 122. The customer-side information output unit 142 transmits, for example, the customer-side information, which is information based on the customer terminal information received by the customer terminal information receiving unit 122, to the customer service terminal 2. The customer-side information output unit 142 outputs, for example, the customer-side information, which is information based on the customer terminal information received by the customer terminal information receiving unit 122. The customer-side information includes customer voice information contained in the customer terminal information. Preferably, the customer-side information includes customer video information contained in the customer terminal information. The customer-side information may be the same information as the customer terminal information.

[0085] As mentioned above, the transmission and reception of audio and video information during the interaction between the store terminal 3 and the customer service terminal 2 may be performed via P2P or by a server other than the information processing device 1. In such cases, the customer-side information output unit 142 may be omitted.

[0086] The customer service information output unit 143 outputs the customer service information configured by the information configuration unit 133. For example, the customer service information output unit 143 transmits the customer service information configured by the information configuration unit 133 to the store terminal 3.

[0087] As mentioned above, the transmission and reception of audio and video information during the interaction between the store terminal 3 and the customer service terminal 2 may be performed via P2P or by a server other than the information processing device 1. In such cases, the customer service side information output unit 143 may be omitted.

[0088] The customer service storage unit 21, which constitutes the customer service terminal 2, stores various types of information. These types of information include, for example, a customer service terminal identifier and model information for the avatar representing the customer service provider.

[0089] The customer service reception unit 22 receives various instructions and information. These instructions and information include, for example, customer service terminal information and termination instructions. Termination instructions are instructions to end the customer service interaction.

[0090] The customer service reception unit 22 receives customer service audio, for example, using a microphone. The customer service reception unit 22 also takes pictures of the customer using a camera and acquires customer service video.

[0091] In this context, "reception" encompasses a wide range of processes, including receiving information from microphones for sound collection, cameras for photography, input devices such as keyboards, mice, and touch panels, receiving information transmitted via wired or wireless communication lines, and receiving information read from recording media such as optical discs, magnetic discs, and semiconductor memory.

[0092] The customer service processing unit 23 performs various processes. These various processes include, for example, the process of structuring received information into data to be displayed. These various processes include, for example, the process of structuring received instructions and information into instructions to transmit.

[0093] The customer service processing unit 23 performs, for example, avatar conversion processing. Avatar conversion processing is the process of constructing an avatar with movement. In other words, the customer service processing unit 23 uses the avatar model information of the customer service storage unit 21 to acquire model information with movement according to the movements of the customer service worker shown in the customer service video acquired by the customer service reception unit 22. The customer service processing unit 23 analyzes the captured customer service video and acquires movement information indicating the movements of the customer service worker. Then, the customer service processing unit 23 uses, for example, this movement information to construct model information in which movement has been added to the avatar model information. Next, the customer service processing unit 23 constructs customer service terminal information having, for example, model information of an avatar with movement and customer service audio. Then, the customer service reception unit 22 acquires the customer service terminal information constructed by the customer service processing unit 23. In this case, the customer service terminal 2 constitutes an avatar. Note that the above process of acquiring model information of an avatar with movement is publicly known technology.

[0094] The customer service transmission unit 24 transmits customer service terminal information received by the customer service reception unit 22. The customer service terminal information received by the customer service reception unit 22 may be customer service terminal information configured by the customer service processing unit 23 and acquired by the customer service reception unit 22.

[0095] The customer service transmission unit 24 preferably transmits customer service terminal information to the information processing device 1. However, the customer service transmission unit 24 may also transmit customer service terminal information to the store terminal 3 or another server.

[0096] The customer service receiving unit 25 receives customer-side information based on customer terminal information transmitted from the store terminal 3. It is preferable for the customer service receiving unit 25 to receive customer-side information from the information processing device 1. However, the customer service receiving unit 25 may also receive customer-side information from the store terminal 3 or another server.

[0097] The customer service output unit 26 outputs output information that includes customer voice, which is contained in the customer information received by the customer service receiving unit 25. The output information may be the same as the customer information. It is preferable that the output information includes customer video.

[0098] Here, "output" preferably refers to audio output and display on a screen, but it may also be a concept that includes projection using a projector, printing with a printer, transmission to a separate device, storage on a recording medium, and transfer of processing results to other processing devices or other programs.

[0099] The store storage unit 31, which constitutes the store terminal 3, stores various types of information. These types of information include, for example, a store terminal identifier and avatar model information.

[0100] The store reception unit 32 receives response information from the customer indicating a request to interact with the avatar, in response to the output of the reminder information. The receipt of the response information may be, for example, by pressing a button to input a request to interact with the avatar, but it may also be by receiving voice information indicating a request to interact with the avatar, and the method of receipt is not limited.

[0101] The store reception unit 32 receives customer terminal information, including customer voice. Preferably, the customer terminal information includes customer video. The store reception unit 32 receives customer voice, for example, using a microphone. The store reception unit 32 also captures customer video, for example, by photographing one or more customers using a camera.

[0102] In this context, "reception" encompasses a wide range of processes, including receiving information from microphones for sound collection, cameras for photography, input devices such as keyboards, mice, and touch panels, receiving information transmitted via wired or wireless communication lines, and receiving information read from recording media such as optical discs, magnetic discs, and semiconductor memory.

[0103] The store processing unit 33 performs various processes. These various processes include, for example, the process of structuring the received information into data to be displayed. These various processes include, for example, the process of structuring the received instructions into instructions to transmit.

[0104] The store processing unit 33, for example, uses the avatar model information from the store storage unit 31 and the received motion information to construct the output avatar. The processing of the store processing unit 33 is the same as the avatar conversion processing of the customer service processing unit 23. Note that if the model information to be output by the customer service terminal 2 or the information processing device 1 is already constructed, the store processing unit 33 does not need to perform avatar conversion processing.

[0105] The store transmission unit 34 transmits the response information received by the store reception unit 32 to the information processing device 1. The store transmission unit 34 usually transmits the response information corresponding to the store terminal identifier to the information processing device 1.

[0106] The store transmission unit 34 transmits customer terminal information received by the store reception unit 32. It is preferable for the store transmission unit 34 to transmit the customer terminal information to the information processing device 1. However, the store transmission unit 34 may also transmit the customer terminal information to the customer service terminal 2 or a server (not shown).

[0107] The store receiving unit 35 receives reminder information from the information processing device 1. It is preferable that such reminder information be associated with a customer service terminal identifier.

[0108] The store receiving unit 35 receives customer service information, which includes customer service voice based on customer service terminal information and information about the avatar. For example, the store receiving unit 35 receives customer service information, which includes customer service voice and information about the avatar, from customer service terminal information transmitted from customer service terminal 2. The customer service voice is usually voice information, but it may also be a string of characters resulting from the recognition of the customer service provider's voice.

[0109] Furthermore, the customer service voice received by the store receiving unit 35 does not need to be the same information as the customer service voice transmitted from the customer service terminal 2; it may be voice information based on the customer service voice transmitted from the customer service terminal 2. Voice information based on the customer service voice transmitted from the customer service terminal 2 is, for example, voice information obtained by modifying the feature quantities of the customer service voice transmitted from the customer service terminal 2 and performing a voice change. Voice information based on the customer service voice transmitted from the customer service terminal 2 is, for example, voice information obtained by performing speech recognition processing on the voice information based on the customer service voice transmitted from the customer service terminal 2, machine translation of the acquired string, and speech synthesis processing on the result of the machine translation.

[0110] The store receiving unit 35 preferably receives customer service information from the information processing device 1. However, the store receiving unit 35 may also receive customer service information from the customer service terminal 2 or a server (not shown).

[0111] The store output unit 36 ​​outputs the reminder information received by the store receiving unit 35. The store output unit 36 ​​outputs information based on the customer service information received by the store receiving unit 35. The information based on the customer service information includes, for example, customer service voice from the customer service information, a string obtained by speech recognition processing of the customer service voice from the customer service information, a foreign language string obtained by machine translation of the string obtained by speech recognition processing of the customer service voice from the customer service information into a foreign language, and a foreign language voice obtained by speech synthesis of the foreign language string obtained by machine translation of the string obtained by speech recognition processing of the customer service voice from the customer service information into a foreign language. The store output unit 36 ​​outputs, for example, customer service voice based on the customer service information received by the store receiving unit 35, and also outputs the avatar. The store output unit 36 ​​outputs, for example, the voice of the customer service provider and also outputs the avatar using the customer service information received by the store receiving unit 35. Outputting an avatar using customer service information means, for example, outputting a moving avatar using the model information of a moving avatar included in the received customer service information, or outputting an avatar acquired by the store processing unit 33. The customer service voice output by the store output unit 36 ​​and the customer service voice received by the store receiving unit 35 do not have to be the same information. For example, one of the customer service voice output by the store output unit 36 ​​and the customer service voice received by the store receiving unit 35 may be voice information and the other may be text. For example, one of the customer service voice output by the store output unit 36 ​​and the customer service voice received by the store receiving unit 35 may be information in a first language (e.g., Japanese) and the other may be information in a second language (e.g., English).

[0112] Here, "output" preferably refers to audio output and display on a screen, but it may also be a concept that includes projection using a projector, printing with a printer, transmission to a separate device, storage on a recording medium, and transfer of processing results to other processing devices or other programs.

[0113] The storage unit 11, reminder information storage unit 111, avatar management unit 112, customer management unit 113, order management unit 114, time management unit 115, customer service storage unit 21, and store storage unit 31 are preferably made of non-volatile recording media, but can also be made of volatile recording media.

[0114] The process by which information is stored in the storage unit 11, etc. is not relevant. For example, information may be stored in the storage unit 11, etc. via a recording medium, information transmitted via a communication line, etc. may be stored in the storage unit 11, etc., or information input via an input device may be stored in the storage unit 11, etc.

[0115] The reception unit 12, response reception unit 121, customer terminal information reception unit 122, customer service terminal information reception unit 123, customer service receiving unit 25, and store receiving unit 35 are usually implemented by wireless or wired communication means, but may also be implemented by means of receiving broadcasts.

[0116] The processing unit 13, terminal determination unit 131, communication control unit 132, information configuration unit 133, customer service processing unit 23, and store processing unit 33 can typically be implemented using a processor, memory, etc. The processing procedures of the processing unit 13, etc., are typically implemented in software, and this software is recorded on a recording medium such as ROM. However, it may also be implemented in hardware (dedicated circuitry). The processor can be a CPU, MPU, GPU, etc., and the type is not limited.

[0117] The output unit 14, the reminder output unit 141, the customer-side information output unit 142, the customer service-side information output unit 143, the customer service transmission unit 24, and the store transmission unit 34 are usually implemented by wireless or wired communication means, but may also be implemented by broadcasting means.

[0118] The customer service reception unit 22 and the store reception unit 32 can be implemented using device drivers for input means such as touch panels and keyboards, or control software for menu screens.

[0119] The customer service output unit 26 and the store output unit 36 ​​may or may not be considered to include output devices such as displays and speakers. The customer service output unit 26 can be implemented using driver software for the output device, or driver software for the output device and the output device itself.

[0120] Next, an example of the operation of the information processing device 1 will be explained using the flowchart in Figure 4. Here, the information processing device 1 is assumed to be an information processing device 1 that constitutes a store system A having a store terminal 3 used by a customer to interact with an avatar, the information processing device 1, and a customer service terminal 2 for the avatar that interacts with the customer.

[0121] (Step S401) The processing unit 13 refers to the storage unit 11 and determines whether there is a customer service terminal 2 whose customer service availability flag is "available" (for example, "1"). If such a customer service terminal 2 exists, the process goes to step S402; otherwise, the process goes to step S408.

[0122] (Step S402) The processing unit 13 assigns 1 to counter i.

[0123] (Step S403) The processing unit 13 refers to the storage unit 11 and determines whether or not the i-th customer service terminal 2 exists. If the i-th customer service terminal 2 exists, the process proceeds to step S404; otherwise, the process returns to step S401.

[0124] (Step S404) The terminal determination unit 131 determines the store terminal 3 of the customer to be served by the i-th available customer service provider. An example of such terminal determination process will be explained using the flowchart in Figure 5.

[0125] (Step S405) Determine whether one or more store terminals 3 were determined in step S404. If store terminals 3 were determined, proceed to step S406; otherwise, proceed to step S407.

[0126] (Step S406) The reminder output unit 141 reads the reminder information from the reminder information storage unit 111. The reminder output unit 141 transmits the reminder information to one or more store terminals 3 determined by the terminal determination unit 131. The processing unit 13 obtains the current time from a clock (not shown). The processing unit 13 stores the reminder transmission time, which is the time the reminder information was transmitted, in the storage unit 11, paired with the store terminal identifier of one or more store terminals 3.

[0127] (Step S407) The processing unit 13 increments counter i by 1. The process returns to step S403.

[0128] (Step S408) The response receiving unit 121 determines whether or not it has received response information from the store terminal 3. If response information is received, the unit proceeds to step S409; otherwise, it proceeds to step S410. The received response information is associated with, for example, the store terminal identifier and the customer service terminal identifier.

[0129] (Step S409) The communication control unit 132 performs the dialogue start process. The process returns to step S401.

[0130] Here, the communication control unit 132 obtains, for example, the store terminal identifier and the customer service terminal identifier associated with the response information received in step S408. The communication control unit 132 temporarily stores, for example, the pair of the store terminal identifier and the customer service terminal identifier in a buffer (not shown). Such a pair is information that associates the customer service provider with the customer during service. The communication control unit 132 also enables communication between the store terminal 3 identified by the store terminal identifier and the customer service terminal 2 identified by the customer service terminal identifier. Enabling communication means enabling the customer at store terminal 3 and the customer service provider at customer service terminal 2 to interact. The communication control unit 132 transmits start information to store terminal 3 and customer service terminal 2 indicating the start of service. The communication control unit 132 also rewrites the customer service ready flag of customer service terminal 2 identified by the customer service terminal identifier to "0". The start information may include avatar model information or an avatar identifier.

[0131] (Step S410) The customer terminal information receiving unit 122 determines whether or not it has received customer terminal information from the store terminal 3. If customer terminal information has been received, the unit proceeds to step S411; otherwise, it proceeds to step S415. The received customer terminal information is associated with a store terminal identifier. This customer terminal information is usually associated with a customer service terminal identifier.

[0132] (Step S411) The processing unit 13 uses the customer terminal information received in step S410 to obtain customer-side information.

[0133] (Step S412) The customer-side information output unit 142 obtains a customer service terminal identifier from a buffer (not shown) that corresponds to the store terminal identifier associated with the received customer terminal information. The customer-side information output unit 142 transmits the customer-side information obtained in step S411 to the customer service terminal 2 identified by the customer service terminal identifier.

[0134] (Step S413) The communication control unit 132 determines whether or not the dialogue termination condition is met. If the dialogue termination condition is met, the process proceeds to step S414; otherwise, the process returns to step S401.

[0135] Furthermore, the communication control unit 132, for example, determines whether the received customer terminal information satisfies the conditions for ending the conversation.

[0136] (Step S414) The communication control unit 132 performs the dialogue termination process. The process returns to step S401.

[0137] At this point, the communication control unit 132 terminates communication between, for example, store terminal 3, identified by the store terminal identifier to which the received customer terminal information corresponds, and customer service terminal 2, identified by the customer service terminal identifier. The communication control unit 132 also deletes the pair of store terminal identifier and customer service terminal identifier from a buffer (not shown). The communication control unit 132 also rewrites the customer service availability flag of customer service terminal 2, identified by the customer service terminal identifier, to "1".

[0138] (Step S415) The customer service terminal information receiving unit 123 determines whether or not it has received customer service terminal information from customer service terminal 2. If customer service terminal information has been received, the unit proceeds to step S416; otherwise, the unit proceeds to step S420.

[0139] (Step S416) The information configuration unit 133 acquires customer service information using the customer service terminal information received in step S415.

[0140] (Step S417) The customer service information output unit 143 obtains a store terminal identifier from a buffer (not shown) that corresponds to the customer service terminal identifier associated with the received customer service terminal information. The customer information output unit 142 transmits the customer service information obtained in step S416 to the store terminal 3 identified by the store terminal identifier.

[0141] (Step S418) The communication control unit 132 determines whether or not the dialogue termination condition is met. If the dialogue termination condition is met, the process proceeds to step S419; otherwise, the process returns to step S401.

[0142] Furthermore, the communication control unit 132, for example, determines whether the received customer terminal information satisfies the conditions for ending the conversation.

[0143] (Step S419) The communication control unit 132 performs the dialogue termination process. The process returns to step S401.

[0144] At this point, the communication control unit 132 terminates communication between customer terminal 2, identified by the customer terminal identifier to which the received customer terminal information corresponds, and store terminal 3, identified by the store terminal identifier. The communication control unit 132 also deletes the pair of store terminal identifier and customer terminal identifier from a buffer (not shown). The communication control unit 132 also rewrites the customer service availability flag of customer terminal 2, identified by the customer terminal identifier, to "1".

[0145] (Step S420) The reception unit 12 determines whether or not it has received information from the customer service terminal 2 or the store terminal 3. If information has been received, it proceeds to step S421; otherwise, it proceeds to step S424. The information here is information other than response information, customer service terminal information, and customer terminal information. Examples of this information include order information, customer service availability flag, customer voice, and customer video. The customer voice and customer video here are pieces of information acquired by the store terminal 3 before customer service begins.

[0146] (Step S421) The processing unit 13 stores the received information in the storage unit 11, paired with a customer service terminal identifier that identifies the customer service terminal 2 or a store terminal identifier that identifies the store terminal 3.

[0147] (Step S422) The processing unit 13 uses the received information to determine whether or not to perform the processing corresponding to that information. If processing is to be performed, the unit proceeds to step S423; otherwise, it returns to step S401.

[0148] (Step S423) The processing unit 13 performs processing using the received information. The process returns to step S401.

[0149] If the information is order information, for example, the order information is sent to a terminal in the kitchen or processed for billing. If the information is customer video, the still images contained in the video are analyzed to obtain the number of customers at each seat, and this number is stored in the customer management unit 113 in pairs with the store terminal identifier that identifies the seat. If the information is customer video, the video is analyzed to obtain information indicating whether the seat is lively or whether customers are talking at each seat, and this information, along with the number, is stored in the customer management unit 113 in pairs with the store terminal identifier that identifies the seat. If the information is customer audio, one or more feature quantities are obtained from the customer audio to obtain information indicating whether the seat is lively or whether customers are talking at each seat, and this information, along with the number, is stored in the customer management unit 113 in pairs with the store terminal identifier that identifies the seat.

[0150] (Step S424) The processing unit 13 performs the reception termination process. The process returns to step S401. An example of the reception termination process will be explained using the flowchart in Figure 6.

[0151] In the flowchart shown in Figure 4, processing is terminated by power-off or processing termination interrupts.

[0152] Next, an example of the terminal determination process in step S404 will be explained using the flowchart in Figure 5.

[0153] (Step S501) The terminal determination unit 131 obtains candidate conditions from the storage unit 11. The candidate conditions may be conditions common to two or more customer service staff, or they may be different conditions for each of the two or more customer service staff.

[0154] (Step S502) The terminal determination unit 131 assigns 1 to counter i.

[0155] (Step S503) The terminal determination unit 131 refers to the customer management unit 113 and determines whether there is a store terminal 3 that is not currently being served to a customer. If there is a store terminal 3 that is not currently being served to a customer, the process proceeds to step S504; otherwise, the process returns to the higher level.

[0156] Here, the terminal determination unit 131 determines, for example, whether there is a store terminal identifier in the customer management unit 113's store terminal identifiers that is not paired with a customer service terminal identifier in a buffer (not shown). Furthermore, it is preferable that the store terminal 3 that is not currently serving a customer is the store terminal 3 at a customer's seat.

[0157] (Step S504) The terminal determination unit 131 obtains from the storage unit 11 one or more pieces of information that are used to determine the candidate conditions acquired in step S501, and that are paired with the store terminal identifier of the store terminal 3.

[0158] Such information includes, for example, customer attribute values ​​paired with the store terminal identifier, order information paired with the store terminal identifier, and time information paired with the store terminal identifier.

[0159] (Step S505) The terminal determination unit 131 determines whether the one or more pieces of information obtained in step S504 satisfy the candidate conditions obtained in step S501. If the candidate conditions are met, the unit proceeds to step S506; otherwise, the unit proceeds to step S508.

[0160] (Step S506) The terminal determination unit 131 obtains the store terminal identifier of the i-th store terminal 3 that is not currently serving a customer, and temporarily stores it in a buffer (not shown).

[0161] (Step S507) The terminal determination unit 131 determines whether to determine the other store terminals 3. If the other store terminals 3 are to be determined, the unit proceeds to step S508; otherwise, it returns to the higher-level processing.

[0162] For example, the maximum number of store terminals 3 to be determined (a natural number of 1 or more) may be predetermined, or it may be determined to determine as many store terminals 3 as possible.

[0163] (Step S508) The terminal determination unit 131 increments counter i by 1. The process returns to step S503.

[0164] Next, an example of the reception completion process in step S424 will be explained using the flowchart in Figure 6.

[0165] (Step S601) The processing unit 13 obtains the reception termination conditions from the storage unit 11. The reception termination conditions are the conditions for ending the reception of response information. Examples of reception termination conditions include "a threshold amount of time has elapsed since the sending of the reminder information" and "the atmosphere at the table is lively."

[0166] (Step S602) The processing unit 13 assigns 1 to counter i.

[0167] (Step S603) The processing unit 13 determines whether there is an i-th store terminal 3 that matches the reception confirmation conditions. If the i-th store terminal 3 exists, the process proceeds to step S604; otherwise, it returns to the higher-level processing.

[0168] The reception confirmation conditions are the conditions for confirming that the store terminal 3 is the target store terminal for determining whether or not the reception completion conditions have been met. Examples of reception confirmation conditions include "the store terminal 3 is one to which a reminder message has been sent and is not currently serving a customer" and "the elapsed time since the reminder message was sent is greater than or equal to a threshold."

[0169] (Step S604) The processing unit 13 obtains one or more pieces of information from the storage unit 11 to be used in determining the conditions for ending the reception. Such information may include, for example, the time of sending the reminder, customer voice, and customer video.

[0170] The processing unit 13 obtains information, for example, from customer audio or customer video, indicating whether or not the seating area is lively.

[0171] (Step S605) The processing unit 13 determines whether the one or more pieces of information obtained in step S604 satisfy the acceptance termination conditions. If the acceptance termination conditions are met, the process proceeds to step S606; otherwise, the process proceeds to step S607.

[0172] (Step S606) The processing unit 13 performs the reception termination process. The reception termination process is a process that prevents the store terminal 3 from accepting input of response information.

[0173] The reception termination process is, for example, the process of sending screen information to the store terminal 3 to configure a screen that does not accept input of response information. The reception termination process is, for example, the process of deactivating (disabling input) objects (e.g., buttons, menu items) used for inputting response information on the store terminal 3.

[0174] (Step S607) The processing unit 13 increments counter i by 1. The process returns to step S603.

[0175] Next, we will explain an example of the operation of customer service terminal 2 using the flowchart in Figure 7.

[0176] (Step S701) The customer service reception unit 22 determines whether or not it has received a customer service availability flag from the customer service provider. If it has received a customer service availability flag, it proceeds to step S702; if it has not received a customer service availability flag, it proceeds to step S703.

[0177] (Step S702) The customer service processing unit 23 obtains a customer service terminal identifier from the customer service storage unit 21. Next, the customer service processing unit 23 configures information having a customer service availability flag and a customer service terminal identifier. Next, the customer service transmission unit 24 transmits the configured information to the information processing device 1. The process returns to step S701.

[0178] (Step S703) The customer service receiving unit 25 determines whether or not it has received start information from the information processing device 1. If start information has been received, the process proceeds to step S704; otherwise, the process returns to step S701.

[0179] (Step S704) The customer service processing unit 23 obtains model information contained in the received start information, or obtains model information from the customer service storage unit 21 that is paired with the avatar identifier contained in the start information.

[0180] (Step S705) The customer service reception unit 22 activates the camera and starts taking pictures. The customer service reception unit 22 activates the microphone and starts collecting sound.

[0181] (Step S706) The customer service reception unit 22 acquires customer service video.

[0182] (Step S707) The customer service processing unit 23 extracts information about the customer service worker's movements from the customer service video, and modifies the model information acquired in step S704 according to the information about those movements to construct the model information to be transmitted.

[0183] (Step S708) The customer service reception unit 22 acquires customer service audio using a microphone.

[0184] (Step S709) The customer service processing unit 23 configures customer service terminal information that includes the model information configured in step S707 and the customer service voice acquired in step S708.

[0185] (Step S710) The customer service transmission unit 24 transmits the customer service terminal information configured in step S709 to the information processing device 1, associating it with the customer service terminal identifier.

[0186] (Step S711) The customer service processing unit 23 determines whether or not to end the customer service. If the customer service is to end, the process proceeds to step S712; if the customer service is not to end, the process proceeds to step S713. The customer service is to end if, for example, the customer service reception unit 22 receives an end instruction, or the customer service receiving unit 25 receives customer-side information including an end instruction from the information processing device 1.

[0187] (Step S712) The customer service processing unit 23 performs the customer service termination process. The process returns to step S701. The customer service termination process includes, for example, sending a customer service availability flag, which indicates that customer service is available, to the information processing unit 1 in association with the customer service terminal identifier, and turning off the camera and microphone.

[0188] (Step S713) The customer service receiving unit 25 determines whether or not it has received customer information. If customer information has been received, the unit proceeds to step S714; otherwise, it returns to step S706.

[0189] (Step S714) The customer service output unit 26 outputs the customer video contained in the customer information received in step S713.

[0190] (Step S715) The customer service output unit 26 outputs the customer voice contained in the customer information received in step S713. Return to step S706.

[0191] In the flowchart shown in Figure 7, processing is terminated by power-off or processing termination interrupts.

[0192] Next, we will explain an example of the operation of the store terminal 3 using the flowchart in Figure 8.

[0193] (Step S801) The store receiving unit 35 determines whether or not it has received reminder information from the information processing device 1. If reminder information is received, the unit proceeds to step S802; if reminder information is not received, the unit proceeds to step S806. The received reminder information is associated with a customer service identifier.

[0194] (Step S802) The store processing unit 33 uses the reminder information received in step S801 to construct the reminder information to be output.

[0195] (Step S803) The store output unit 36 ​​outputs the reminder information configured in step S802.

[0196] (Step S804) The store reception unit 32 determines whether or not it has received a response from the customer based on the output of the reminder information. If a response has been received, it proceeds to step S805; otherwise, it returns to step S804.

[0197] (Step S805) The store processing unit 33 configures the response information to be transmitted. The store transmission unit 34 transmits the response information to the information processing device 1. The process returns to step S801. The response information to be transmitted is, for example, associated with a customer terminal identifier and a customer service terminal identifier.

[0198] (Step S806) The store processing unit 33 determines whether or not it is currently serving a customer. If it is currently serving a customer, it proceeds to step S807; otherwise, it proceeds to step S817.

[0199] (Step S807) The store reception unit 32 acquires customer video.

[0200] (Step S808) The store reception unit 32 acquires customer voice.

[0201] (Step S809) The store processing unit 33 configures customer terminal information having customer video and customer audio. The transmitted customer terminal information is associated with, for example, a store terminal identifier. Alternatively, the transmitted customer terminal information may also be associated with, for example, a store identifier. The store terminal identifier is information that identifies the store terminal 3, and is, for example, the same as a seat identifier.

[0202] (Step S810) The store transmission unit 34 transmits the customer terminal information configured in step S809 to the information processing device 1.

[0203] (Step S811) The store receiving unit 35 determines whether or not it has received customer service information from the information processing device 1. If customer service information has been received, the unit proceeds to step S812; otherwise, the unit proceeds to step S815.

[0204] (Step S812) The store processing unit 33 configures the output avatar using the customer service information received in step S811. The store processing unit 33 configures the output avatar using, for example, the avatar model information contained in the customer service information. The store processing unit 33 configures the output avatar using, for example, the movement information contained in the customer service information and the avatar model information of the store storage unit 31.

[0205] (Step S813) The store output unit 36 ​​outputs the avatar configured in step S812.

[0206] (Step S814) The store processing unit 33 acquires the customer service voice contained in the customer service information received in step S811. The store output unit 36 ​​outputs the customer service voice.

[0207] (Step S815) The store processing unit 33 decides whether or not to end the customer service. If the customer service is to end, the unit proceeds to step S816; otherwise, it returns to step S807. The customer service is to end if, for example, the store receiving unit 35 receives an end instruction, or the store reception unit 32 receives an end instruction.

[0208] (Step S816) The store processing unit 33 performs termination processing. The process returns to step S801.

[0209] The termination process includes, for example, sending a termination instruction to the information processing device 1, and disconnecting communication with the information processing device 1 or the customer service terminal 2.

[0210] (Step S817) The store reception unit 32 determines whether or not it has received order information associated with the customer identifier. If it has received order information, it proceeds to step S818; otherwise, it returns to step S801.

[0211] (Step S818) The store processing unit 33 configures the order information to be transmitted. Next, the store transmission unit 34 associates the order information with the store terminal identifier and transmits it to the information processing device 1, etc. The process returns to step S801.

[0212] In the flowchart shown in Figure 8, processing is terminated by power-off or processing termination interrupts.

[0213] The following describes a specific example of the operation of store system A in this embodiment. Here, the store is, for example, a Japanese-style pub (izakaya).

[0214] The customer management unit 113 of the information processing device 1 stores the customer management table shown in Figure 9. The customer management table is a table that manages information about customers at a table. The customer management table manages one or more records that have an "ID", "store identifier", "store terminal identifier", and "customer attribute value". "ID" is information that identifies the record. "Customer attribute value" has "number of people", "excitement information", "time of sitting", "first drink order", "number of orders", and "total order amount". "Number of people" is the number of people at the table corresponding to the store terminal 3. "Excitement information" is information that can take the status of whether the customers at that table are excited (e.g., "1") or not ("0"). "Time of sitting" is the time when the customers sat down at their seats. "First drink order" is information that indicates whether or not the first drink for a toast was ordered. "First drink order = 1" indicates that the first drink for a toast was ordered, and "First drink order = 0" indicates that there was no order for a first drink for a toast. "Number of orders" is the number of items ordered. "Total order amount" is the total price of the ordered items.

[0215] The storage unit 11 stores the customer service management table shown in Figure 10. The customer service management table is a table that manages customer service information. The customer service management table manages one or more records that have an "ID", a "customer service terminal identifier", and "customer service attribute values". The "customer service attribute values" include "gender", "age", "candidate conditions", "customer service availability flag", and "model information". The "candidate conditions" are customer conditions specific to the customer service provider. The candidate condition "-" means that there are no specific conditions. The candidate condition "number of people = 1" means that only customers who came alone can be served. The candidate condition "number of people >= 2 AND gender = female" means that only groups of female customers can be served.

[0216] The storage unit 11 stores the following candidate conditions common to all service staff: "Time elapsed since entering the store = 3 minutes AND excitement level = 0 AND first drink order = 1". In other words, the candidate conditions are designed to give a chance to interact with an avatar at a table where the excitement level is not high and the first drink order has been placed, and to have the avatar liven up the toast at the exact moment it is made. Here, it is assumed that a candidate condition is adopted in which both the common candidate conditions and the unique candidate conditions for each service staff member are combined with AND.

[0217] Furthermore, the storage unit 11 stores the reception termination condition "2 minutes from the sending of the reminder information OR excitement information = 1". In other words, the reception termination condition here is a condition for moving the chance to interact with the avatar to another seat if a considerable amount of time has passed since the sending of the reminder information and no response information has been sent. Also, the reception termination condition is a condition for moving the chance to interact with the avatar to another seat if the seat becomes more lively.

[0218] Furthermore, the storage unit 11 stores the dialogue termination condition "received termination instruction OR 10 minutes have elapsed since the start of the dialogue."

[0219] In this scenario, suppose a customer C visits a store identified by the store identifier "P01" and sits down at a seat identified by the store terminal identifier "S101". Figure 11 shows an image of this seat. In Figure 11, a store terminal 3 displaying an avatar is placed at the seat, and preparations are made for the customer to interact with the avatar.

[0220] Next, the store terminal 3 located at the seat captures a video of customer C, acquires customer audio, and continuously transmits the customer video, customer audio, store identifier "P01", and store terminal identifier "S101" to the information processing device 1.

[0221] Then, the reception unit 12 of the information processing device 1 receives the information. Next, the processing unit 13 analyzes the customer video and obtains the number of people "1". The processing unit 13 also analyzes the customer voice and obtains the excitement level information "0". The processing unit 13 also obtains the current time "T" from a clock (not shown). 11 The processing unit 13 also obtains the initial drink order "0", the number of orders "0", and the total order amount "0". Next, the processing unit 13 stores the various information obtained in the customer management table (Figure 9).

[0222] Next, let's assume that immediately after entering the store, customer C entered order information indicating their first drink order into store terminal 3. Then, store terminal 3 constructs the order information to be transmitted as "<Store Identifier>P01 <Store Terminal Identifier>S101 <Ordered Item Identifier>Beer <Quantity>1" and transmits this order information to information processing device 1.

[0223] Next, the processing unit 13 of the information processing device 1 uses the received information to associate the first drink order "1" and the order quantity "1" with the store identifier "P01" and the store terminal identifier "S101," and stores them in the customer management table (Figure 9) (see the record with "ID=1" in Figure 9).

[0224] Next, the terminal determination unit 131 determines that for customer service employee W with customer service terminal identifier "A001", the record with "ID=1" in the customer management table (Figure 9) satisfies the candidate conditions "Time elapsed since entering the store = 3 minutes AND excitement information = 0 AND first drink order = 1". Then, the terminal determination unit 131 obtains the store identifier "P01" and the terminal identifier "S101".

[0225] The reminder output unit 141 reads the reminder information from the reminder information storage unit 111. Next, the reminder output unit 141 constructs the reminder information to be transmitted. This reminder information includes the customer service terminal identifier "A001" in addition to the information output to the store terminal 3. Next, the reminder output unit 141 transmits the reminder information to the store terminal 3 at the seat of customer C, as determined by the terminal determination unit 131.

[0226] Next, the store receiving unit 35 of the store terminal 3 at customer C's seat receives the reminder information. Then, the store processing unit 33 uses the reminder information to construct the reminder information to be output. Next, the store output unit 36 ​​outputs the reminder information. An example of such output is shown in Figure 12.

[0227] Next, let's assume that customer C presses the button "Interact with avatar" 1201 in Figure 12. The store reception unit 32 then receives the response information from customer C. Next, the store processing unit 33 composes the response information to be transmitted: "Interaction request <store identifier>P01 <terminal identifier>S101 <customer service terminal identifier>A001". Next, the store transmission unit 34 transmits this response information to the information processing device 1.

[0228] Next, the response receiving unit 121 of the information processing device 1 receives response information from the store terminal 3 at customer C's seat.

[0229] Next, the communication control unit 132 performs the interaction start process. That is, the communication control unit 132 obtains the store identifier "P01", terminal identifier "S101", and customer service terminal identifier "A001" from the received response information. The communication control unit 132 temporarily stores, for example, the set of store identifier "P01", terminal identifier "S101", and customer service terminal identifier "A001" in a buffer (not shown). The communication control unit 132 also enables communication between the store terminal 3 and the customer service terminal 2 identified by the customer service terminal identifier "A001". The communication control unit 132 transmits start information indicating the start of customer service to the store terminal 3 and the customer service terminal 2. The communication control unit 132 also rewrites the customer service ready flag of the customer service terminal 2 identified by the customer service terminal identifier "A001" to "0".

[0230] Then, customer C at the seat where the store terminal 3 is installed and the service provider W at the service terminal 2, which is identified by the service terminal identifier "A001", will be able to begin a conversation.

[0231] The information processing device 1 receives store terminal information transmitted from store terminal 3, uses this store terminal information to construct store-side information, and continues to transmit this store-side information to customer service terminal 2. The information processing device 1 also receives customer service terminal information transmitted from customer service terminal 2, uses this customer service terminal information to construct customer service-side information, and continues to transmit this customer service-side information to customer service terminal 2.

[0232] Furthermore, the store terminal information and store-side information include customer video and customer audio of customer C. The customer service terminal information also includes, for example, the customer service video and customer service audio of the customer service provider W. The customer service-side information includes motion information identifying the movements of customer service provider W, avatar model information, and customer service audio.

[0233] During the conversation between the service provider W and customer C, the service terminal 2 receives store-side information and continuously outputs customer C's video and audio. Also, during the conversation between the two, the store terminal 3 receives service provider-side information and continuously outputs an avatar and service voice that operate according to the motion information obtained from the service provider W's movements.

[0234] Let's assume that the conversation between customer C, who came to the izakaya alone, and server W continued for 10 minutes. Next, the communication control unit 132 determines that the conversation termination condition "received termination instruction OR 10 minutes have passed since the start of the conversation" is met. Let's also assume that during the conversation, customer C ordered various items recommended by server W, enjoyed the meal, and also enjoyed the conversation with server W.

[0235] Next, since the interaction termination condition has been met, the communication control unit 132 performs the interaction termination process as follows: The communication control unit 132 sends information to the store terminal 3 at customer C's seat and the customer service terminal 2 of the customer service provider W indicating that the interaction has ended. Next, the communication control unit 132 terminates the communication between the store terminal 3 and the customer service terminal 2. The communication control unit 132 also deletes the set of store identifier "P01", terminal identifier "S101", and customer service terminal identifier "A001" from a buffer (not shown). The communication control unit 132 also rewrites the customer service availability flag of the customer service terminal 2 identified by the customer service terminal identifier to "1".

[0236] As described above, according to this embodiment, it is possible to smoothly initiate customer service using avatars for customers in a store.

[0237] Furthermore, according to this embodiment, the acceptance of customer service requests using avatars at a store can be appropriately terminated. As a result, a limited number of service staff can be used effectively.

[0238] Furthermore, according to this embodiment, customer service using avatars can be appropriately concluded for customers in a store. As a result, the service provider can then proceed to serve the next customer.

[0239] Furthermore, according to this embodiment, reminder information can be sent to the appropriate store terminal 3 that satisfies the candidate conditions among the store terminals 3 at the seats in the store.

[0240] Furthermore, according to this embodiment, the next candidate store terminal 3 that will provide customer service using an avatar can be automatically determined from among the store terminals 3 at the seats in the store.

[0241] Furthermore, according to this embodiment, the next candidate store terminal 3 that will provide customer service using an avatar can be automatically determined from among the store terminals 3 at the seats in the store, using the customer's order information.

[0242] Furthermore, according to this embodiment, reminder information can be sent to the store terminal 3 within a predetermined time after the customer enters the store.

[0243] Furthermore, according to this embodiment, the next candidate store terminal 3 that will provide customer service using an avatar can be automatically determined from among the store terminals 3 at the customer's seat in the store, based on the elapsed time since the customer entered the store.

[0244] In this embodiment, as described above, the information processing device 1 may be a terminal having the functions of a customer service terminal 2. In this case, the information processing device 1 is an information processing device 1 that constitutes a store system A having a store terminal 3 used by a customer who interacts with an avatar, and an information processing device 1 used by a customer service representative corresponding to the avatar, and comprises a reminder output unit 131 that sends reminder information to the store terminal 3 to prompt the customer to interact with the avatar, a response receiving unit 121 that receives response information from the store terminal 3, and a communication control unit 132 that performs a dialogue start processing that enables interaction between the customer on the store terminal 3 and the avatar on the customer service terminal 2 when the response receiving unit 121 receives the response information.

[0245] Furthermore, in this embodiment, as described above, the information processing device 1 may be a terminal having the functions of a store terminal 3. In this case, the information processing device 1 is an information processing device 1 that constitutes a store system A having the information processing device 1 and a customer service terminal 2 with an avatar that interacts with customers at seats in the store, and comprises a prompt output unit 141 that outputs prompt information to encourage customers to interact with the avatar on the customer service terminal, a response receiving unit 121 that receives response information, and a communication control unit 132 that performs a dialogue start processing that enables the customer to interact with the avatar on the customer service terminal 2 when the response receiving unit 121 receives the response information.

[0246] The processing in this embodiment may be implemented by software. This software may be distributed by software download or the like. Alternatively, this software may be recorded on a recording medium such as a CD-ROM and distributed. This also applies to other embodiments in this specification. The software that implements the information processing device 1 in this embodiment is the following program. In other words, this program is a program that causes a computer to function as an information processing device that constitutes a store system having a store terminal used by a customer to interact with an avatar, an information processing device, and a customer service terminal for an avatar that interacts with the customer at the seat in the store. The program includes a prompt transmission unit that sends prompt information to the store terminal to encourage the customer to interact with the avatar, a response receiving unit that receives response information from the store terminal, and a communication control unit that performs a dialogue start processing that enables dialogue between the customer at the store terminal and the avatar at the customer service terminal when the response receiving unit receives the response information.

[0247] Figure 13 is a block diagram of a computer system 300 that executes the program described herein to realize the various embodiments of the information processing device 1 described above.

[0248] In Figure 13, the computer system 300 includes a computer 301 with a CD-ROM drive, a keyboard 302, a mouse 303, and a monitor 304.

[0249] In Figure 13, the computer 301 includes, in addition to the CD-ROM drive 3012, an MPU 3013, a bus 3014 connected to the CD-ROM drive 3012, a ROM 3015 for storing programs such as boot-up programs, a RAM 3016 connected to the MPU 3013 for temporarily storing application program instructions and providing temporary storage space, and a hard disk 3017 for storing application programs, system programs, and data. Although not shown here, the computer 301 may further include a network card for providing connectivity to a LAN.

[0250] The program that causes the computer system 300 to execute the functions of the information processing device 1, etc., as described above, may be stored on the CD-ROM 3101, inserted into the CD-ROM drive 3012, and then transferred to the hard disk 3017. Alternatively, the program may be transmitted to the computer 301 via a network (not shown) and stored on the hard disk 3017. The program is loaded into the RAM 3016 during execution. The program may also be loaded directly from the CD-ROM 3101 or the network.

[0251] The program does not necessarily have to include an operating system (OS) or third-party program that causes the computer 301 to execute the functions of the information processing device 1, etc., as described above. The program only needs to include the instruction portion that calls the appropriate function (module) in a controlled manner and obtains the desired result. How the computer system 300 operates is well known, so a detailed explanation is omitted.

[0252] In the above program, steps such as sending information and receiving information do not include hardware-based processing, such as processing performed by a modem or interface card in the transmission step (processing that can only be performed by hardware).

[0253] Furthermore, the computer running the above program may be a single computer or multiple computers. In other words, it may perform centralized processing or distributed processing.

[0254] Furthermore, it goes without saying that in each of the above embodiments, two or more communication means present in a single device may be physically implemented in a single medium.

[0255] Furthermore, in each of the above embodiments, each process may be implemented by centralized processing by a single device, or by distributed processing by multiple devices.

[0256] It goes without saying that the present invention is not limited to the embodiments described above, and various modifications are possible, all of which are also included within the scope of the present invention. [Industrial applicability]

[0257] As described above, the information processing device according to the present invention has the effect of enabling a store to smoothly initiate customer service using avatars, and is therefore useful as an information processing device. [Explanation of symbols]

[0258] A Store System 1. Information Processing Device 2 Customer service terminals 3 Store terminals 11 Storage Unit 12 Reception Department 13 Processing Unit 14 Output section 21 Customer Service Storage Unit 22 Customer Service Department 23 Customer Service Department 24 Customer Service Transmission Department 25 Customer Service Reception Department 26 Customer Service Output Section 31 store storage area 31 Store storage area 32 Store Reception Department 33 Store Processing Department 34 Store Transmission Unit 35 Store Receiving Unit 36 Store Output Section 111 Reminder Information Storage Unit 112 Avatar Management Department 113 Customer Management Department 114 Order Management Department 115 Time Management Department 121 Response Reception Department 122 Customer Terminal Information Reception Department 123 Customer Service Terminal Information Reception Department 131 Terminal Determination Unit 132 Communication Control Unit 133 Information Configuration Department 141 Reminder Output Section 142 Customer-side information output unit 143 Customer service information output unit

Claims

1. This is an information processing device that constitutes a store system having a store terminal used by customers to interact with an avatar, an information processing device, and a customer service terminal for the avatar that interacts with the customer. The aforementioned store terminal is A store receiving unit that receives prompt information from the information processing device to encourage interaction with the avatar, The store output unit outputs the reminder information received by the store receiving unit, A store reception unit receives response information from the customer indicating a request for interaction with the avatar in response to the output of the aforementioned reminder information, The system comprises a store transmission unit that transmits the response information received by the store reception unit to the information processing unit, The aforementioned store receiving unit is The system receives customer service information that includes customer service voice based on customer service terminal information transmitted from the aforementioned customer service terminal, and information regarding the avatar. The aforementioned store output unit is The store receiving unit outputs customer service voice based on the customer service information received, and also outputs the avatar. The aforementioned store reception area is The system receives customer terminal information, including customer voice information, which is the voice information of the aforementioned customer. The aforementioned store transmission unit is The store reception desk transmits the customer terminal information it has received. The aforementioned information processing device is A reminder output unit transmits the reminder information stored in the reminder information storage unit to the store terminal, A response receiving unit that receives the response information from the store terminal, The system comprises a communication control unit that, upon receiving the response information from the response receiving unit, performs a dialogue initiation process that enables dialogue between the customer on the store terminal and the avatar on the customer service terminal, The aforementioned customer service terminal is The customer service reception department receives customer service terminal information, including customer service voice messages, A customer service transmission unit that transmits the customer service terminal information received by the customer service reception unit, A customer service receiving unit that receives customer-side information based on the customer terminal information transmitted from the store terminal, An information processing device constituting the store system, comprising: a customer service output unit that outputs output information including customer voice based on the customer information received by the customer service receiving unit.

2. The aforementioned store receiving unit is The customer service information is received from the information processing device. The aforementioned store transmission unit is The customer terminal information is transmitted to the information processing device. The aforementioned information processing device is A customer terminal information receiving unit that receives the customer terminal information from the store terminal, A customer service terminal information receiving unit that receives the customer service terminal information from the customer service terminal, A customer-side information output unit transmits the customer-side information, which is information based on the customer terminal information received by the customer terminal information receiving unit, to the customer service terminal. An information configuration unit that constitutes customer service information uses the avatar information stored in the avatar management unit, which stores avatar information related to the avatar, and the customer service terminal information, The system further comprises a customer service information output unit that transmits the customer service information configured by the information configuration unit to the store terminal, The aforementioned customer service transmission unit is The customer service terminal information is transmitted to the information processing device, The aforementioned customer service receiving unit is The information processing device according to claim 1, which receives the customer information from the information processing device.

3. The information processing device according to claim 1 or 2, wherein when a reception termination condition is met, which is a condition for ending the reception of the response information from the customer, the store reception unit of the store terminal stops receiving the response information.

4. The aforementioned communication control unit, The information processing apparatus according to claim 1 or 2, which, after the customer and the avatar have become able to communicate, performs a communication termination process to terminate the communication between the customer and the avatar when the communication termination conditions are met.

5. The aforementioned store system has two or more store terminals placed at each of the two or more seats in the store. The aforementioned information processing device is The system further comprises a terminal determination unit that determines a store terminal that satisfies candidate conditions from among two or more of the aforementioned store terminals. The aforementioned reminder output unit is, The information processing device according to claim 1 or claim 2, wherein the terminal determination unit transmits the reminder information to the store terminal determined by the terminal determination unit.

6. The terminal determination unit, The information processing apparatus according to claim 5, which determines the next store terminal to which to send reminder information when communication between the store terminal and the customer service terminal has ended.

7. The aforementioned information processing device is The system further comprises an order management unit that stores order information relating to customer orders at a table, associated with a store terminal identifier that identifies two or more store terminals. The terminal determination unit, The information processing apparatus according to claim 5, which determines the store terminal to which the reminder information is transmitted using the order information associated with each of the two or more store terminal identifiers.

8. The terminal determination unit, After the customer enters the store, the store terminal to which the aforementioned reminder information will be sent will be determined within a predetermined time. The aforementioned reminder output unit is, The information processing apparatus according to claim 5, wherein the terminal determination unit transmits the reminder information to the store terminal determined by the terminal determination unit.

9. The aforementioned information processing device is The system further comprises a time management unit that stores time information, which is the customer's entry time or the time elapsed since entry, associated with a store terminal identifier that identifies two or more store terminals. The terminal determination unit, The information processing apparatus according to claim 5, which determines the store terminal to which the reminder information is transmitted using the time information associated with each of the two or more store terminal identifiers.

10. The aforementioned information processing device is The system further comprises a customer management unit that stores customer information having customer attribute values, which are attribute values ​​of the customer associated with each of two or more seats, associated with the seat identifier of each seat. The terminal determination unit, The information processing apparatus according to claim 5, which determines a store terminal to transmit the reminder information using the customer attribute values ​​associated with the two or more seat identifiers.

11. This is an information processing device that constitutes a store system having an information processing device and an avatar customer service terminal that interacts with customers at seats in the store. A reminder output unit that outputs reminder information to encourage customers to interact with the customer service terminal's avatar, A response receiving unit that receives response information, An information processing apparatus comprising: a communication control unit that performs a dialogue initiation process that enables dialogue between the customer and the avatar on the customer service terminal when the response receiving unit receives the response information.

12. The information processing device according to claim 11, wherein when a reception termination condition is met, which is a condition for ending the reception of the response information from the customer, the store reception unit of the store terminal stops receiving the response information.

13. This is an information processing device that constitutes a store system having a store terminal used by customers to interact with an avatar, and an information processing device used by a customer service representative corresponding to the avatar. A reminder output unit that sends reminder information to the store terminal to prompt the customer to interact with the avatar, A response receiving unit that receives response information from the store terminal, An information processing apparatus comprising: a communication control unit that performs a dialogue initiation process that enables dialogue between the customer and the avatar of the store terminal when the response receiving unit receives the response information.

14. An information processing method for performing all steps performed by the information processing device described in claim 1, claim 2, or any one of claims 6 to 13.

15. Computers, A program for causing an information processing device to function as described in any one of claims 1, 2, 6 to 13.

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