Facility evaluation device

Abstract

Appropriately evaluate customer satisfaction with the facility. [Solution] The server device 10 acquires evaluation information of the visited facility using the acquisition unit 11, and notifies the user of the evaluation of the visited facility based on the evaluation information using the notification unit 12 before the visit. Then, the acquisition unit 11 acquires comment information about the visited facility after the visit, and the determination unit 13 determines the satisfaction level with the evaluation information based on the comment information acquired.

Description

Technical Field

[0006] , ,

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[0001] The present invention relates to a facility evaluation device for evaluating visited facilities.

Background Art

[0002] For example, when visiting a facility such as a store, it is widely practiced to obtain information regarding the evaluation of the facility and utilize the obtained evaluation information to provide various services. For example, an information system has been proposed that collects information regarding satisfaction from people who have visited a facility and discloses it on a network (see, for example, Patent Document 1).

[0003] In addition, in order to improve the estimation accuracy of satisfaction, the invention described in Patent Document 2 has been proposed. Patent Document 2 describes that when it is determined by a stay determination unit that vehicle X has stayed at a facility, based on the emotion of the passenger estimated by an emotion estimation unit within a specified time after vehicle X leaves the facility, an index value of the passenger's satisfaction with the facility is evaluated by an index value evaluation unit.

Prior Art Documents

Patent Documents

[0004]

Patent Document 1

Patent Document 2

Summary of the Invention

Problems to be Solved by the Invention

[0005] In Patent Document 2, based on the estimated emotion of the passenger, an index value of the passenger's satisfaction with the facility is evaluated. However, the emotional changes described in Patent Document 2 are not necessarily due to the satisfaction of the facility. In addition, although Patent Document 2 uses the emotional changes of the passenger for satisfaction, questions regarding the facility are also asked, and it cannot be accurately evaluated only by emotion.

[0006] One example of a problem that this invention aims to solve is the appropriate evaluation of customer satisfaction with a facility. [Means for solving the problem]

[0007] To solve the above problems, the invention described in claim 1 is characterized by comprising: an evaluation acquisition unit that acquires evaluation information of a facility to be visited; a notification unit that notifies the user of an evaluation of the facility to be visited based on the evaluation information before the visit to the facility; a statement acquisition unit that acquires statement information about the facility to be visited after the visit to the facility; and a determination unit that determines the satisfaction level with respect to the evaluation information based on the acquired statement information.

[0008] The invention described in claim 9 is a facility evaluation method performed by a facility evaluation device, characterized by including an evaluation acquisition step of acquiring evaluation information of a visited facility; a notification step of notifying a user of an evaluation of the visited facility based on the evaluation information before visiting the facility; a statement acquisition step of acquiring statement information about the visited facility after visiting the facility; and a determination step of determining satisfaction with the evaluation information based on the acquired statement information.

[0009] The invention described in claim 10 is characterized in that the facility evaluation method described in claim 9 is executed by a computer as an evaluation program.

[0010] The invention described in claim 11 is characterized in that the facility evaluation program described in claim 10 is stored in a computer-readable storage medium. [Brief explanation of the drawing]

[0011] [Figure 1] This is a schematic diagram of a system having a facility evaluation device according to one embodiment of the present invention. [Figure 2] Figure 1 is a functional configuration diagram of the server device shown. [Figure 3] Figure 1 is a functional configuration diagram of the in-vehicle device. [Figure 4] Figure 1 is a flowchart illustrating the operation of the server device. [Modes for carrying out the invention]

[0012] The following describes an evaluation device according to one embodiment of the present invention. In the facility evaluation device according to one embodiment of the present invention, an evaluation acquisition unit acquires evaluation information of a visited facility, and a notification unit notifies the user of the evaluation of the visited facility based on the evaluation information before the visit. Then, a comment acquisition unit acquires comment information about the visited facility after the visit, and a determination unit determines the satisfaction level with respect to the evaluation information based on the acquired comment information. In this way, the satisfaction level with respect to the evaluation information of the visited facility can be evaluated from the comment information about the visited facility after the visit. In other words, it is possible to obtain satisfaction levels with respect to pre-visit reputations. Therefore, it becomes clear what the user is satisfied with and not satisfied with, and satisfaction with the facility can be appropriately evaluated.

[0013] Furthermore, the judgment unit may determine that the satisfaction level exceeded the evaluation information, fell short of the evaluation information, or was as expected from the evaluation information. This makes it possible to make a relative judgment of whether the experience was good or bad compared to the pre-release reputation.

[0014] Furthermore, the system may include an evaluation unit that evaluates the visited facility based on the satisfaction level determined by the judgment unit. In this way, the visited facility can be evaluated based on satisfaction levels.

[0015] Furthermore, if the satisfaction level exceeds the evaluation information, the evaluation unit may request the user to provide feedback to reflect it in the evaluation information. In this way, if the user is at least satisfied, the evaluation, including evaluation values ​​and comments, can be requested.

[0016] Furthermore, the system includes a registration section for users to register their favorite facilities. This section allows users to register a facility as a favorite if their satisfaction level at least exceeds the rating provided in the evaluation information. In this way, if a user is at least satisfied with a facility, they can register it as a favorite, making it easier to visit it again in the future.

[0017] Furthermore, the judgment unit may determine satisfaction based on whether the content of the statement is positive, negative, or neither positive nor negative regarding the evaluation information. In this way, satisfaction can be determined by analyzing the emotions embedded in the user's statement using methods such as well-known sentiment analysis.

[0018] Furthermore, the speech acquisition unit may acquire conversational information related to the visited facility if it contains specific keywords defined in advance. By doing so, it is possible to acquire and analyze conversations containing keywords such as "evaluation" and "review," eliminating the need for the computationally intensive process of analyzing all speeches.

[0019] Furthermore, the visited facility may be the destination or a transit point, and the notification unit may notify the user of an evaluation of the visited facility along with directions to the destination or transit point. In this way, the evaluation of the visited facility can be performed while the navigation system or other guidance is in progress.

[0020] In addition, in the facility evaluation method according to an embodiment of the present invention, an evaluation acquisition step acquires evaluation information of a visited facility, and a notification step notifies a user of an evaluation regarding the visited facility based on the evaluation information before visiting the visited facility. Then, a speech acquisition step acquires speech information regarding the visited facility after visiting the visited facility, and a determination action determines a satisfaction level with respect to the evaluation information based on the acquired speech information. By doing so, it is possible to evaluate the satisfaction level with respect to the evaluation information of the visited facility from the speech information regarding the visited facility after visiting the visited facility. That is, it becomes possible to obtain the satisfaction level with respect to the previous reputation. Therefore, it becomes clear whether or not the user is satisfied with something, and the satisfaction level with respect to the facility can be appropriately evaluated.

[0021] Further, the above-described facility evaluation method may be executed by a computer as a facility evaluation program. By doing so, using a computer, it is possible to evaluate the satisfaction level with respect to the evaluation information of the visited facility from the speech information regarding the visited facility after visiting the visited facility. That is, it becomes possible to obtain the satisfaction level with respect to the previous reputation. Therefore, it becomes clear whether or not the user is satisfied with something, and the satisfaction level with respect to the facility can be appropriately evaluated.

[0022] Further, the above-described facility evaluation program may be stored in a computer-readable storage medium. By doing so, in addition to incorporating the program into a device, it can be distributed alone, and version updates and the like can be easily performed.

Example

[0023] A facility evaluation device according to an embodiment of the present invention will be described with reference to FIGS. 1 to 4. FIG. 1 is a schematic configuration diagram of a system having the facility evaluation device according to the present embodiment.

[0024] System 100 comprises a server device 10, an in-vehicle unit 20, and a server device 30. Server device 10 constitutes the facility evaluation device according to this embodiment. Server device 10 is capable of communicating with the in-vehicle unit 20 and the server device 30 (described later) via a network N such as the Internet.

[0025] The server device 10 is a well-known server computer, and is equipped with a microprocessor that includes a CPU (Central Processing Unit), memory, etc., a storage device such as a hard disk, a network interface, and the like.

[0026] Figure 2 shows the functional configuration of the server device 10. The server device 10 comprises an acquisition unit 11, a notification unit 12, a determination unit 13, and an evaluation unit 14.

[0027] The acquisition unit 11 acquires evaluation information of the visited facility, which is a facility visited by the user, from the server device 30, which will be described later. The evaluation information in this embodiment includes the evaluation value of the facility. The evaluation value may be a score, a number of stars, etc. Alternatively, it may be a rating such as good, average, or bad. In short, any information that indicates the reputation of the facility is acceptable. Furthermore, the evaluation information may also include comments from other users regarding the evaluation.

[0028] Furthermore, the acquisition unit 11 acquires spoken information about the visited facility from the in-vehicle device 20 after the visit. In other words, the acquisition unit 11 functions as both an evaluation acquisition unit and a spoken word acquisition unit. The acquisition unit 11 primarily functions as a network interface, for example, but a computer program running on a microprocessor also partially functions as the spoken word acquisition unit.

[0029] When the acquisition unit 11 acquires spoken information, it acquires it as conversational information related to the visited facility if it contains specific keywords predetermined in advance. These specific keywords predetermined in advance are words or phrases that indicate that the spoken information relates to the evaluation of the visited facility, such as "evaluation," "review," "impression," "word of mouth," and "pre-reputation." Therefore, the acquisition unit 11 also has functions such as natural language processing of well-known speech recognition.

[0030] The notification unit 12 notifies the user of an evaluation of the facility to be visited, based on evaluation information, before the visit. This evaluation is based on evaluation information acquired by the acquisition unit 11 from the server device 30. This evaluation is also transmitted to the in-vehicle unit 20 as voice or text information, and the in-vehicle unit 20 notifies the user. Note that the evaluation is not limited to being notified to the user from the in-vehicle unit 20; it may also be transmitted to a mobile terminal or other device carried by the user. The notification unit 12 functions, for example, as a network interface.

[0031] The determination unit 13 determines the level of satisfaction with the evaluation information based on the statement information acquired by the acquisition unit 11. Specifically, the determination unit 13 uses sentiment analysis, a well-known technique, to classify the content of the statement information acquired by the acquisition unit 11 as either positive, negative, or neutral (neither positive nor negative) regarding the evaluation information. If the statement is positive, the determination unit 13 determines that the performance exceeded the evaluation; if it is negative, the determination unit 13 determines that the performance fell short of the evaluation; and if it is neutral, the determination unit 13 determines that the performance was as expected.

[0032] The evaluation unit 14 evaluates the visited facility based on the satisfaction level determined by the judgment unit 13. For example, if the satisfaction level exceeds at least the evaluation in the evaluation information, the evaluation unit 14 requests the user to provide an evaluation to be reflected in the evaluation information. Specifically, the in-vehicle unit 20 outputs a message requesting an evaluation of the facility, and the user inputs the evaluation value and comments by voice. Of course, the user may use a mobile device instead of the in-vehicle unit 20. Here, the evaluation of the visited facility may be requested even when the satisfaction level does not exceed the evaluation in the evaluation information, but in this embodiment, it is set to at least exceed the evaluation in the evaluation information because, for example, if the user is not satisfied, they may find it bothersome and may not provide an evaluation.

[0033] Furthermore, if the satisfaction level exceeds the evaluation information, the evaluation unit 14 may register the facility as a favorite facility. Favorite facilities may be registered in the server device 30 for each user, or if the in-vehicle unit 20 is capable of registering favorite facilities, the in-vehicle unit 20 may be used for registration. In other words, the evaluation unit 14 also functions as a registration unit.

[0034] The determination unit 13 and evaluation unit 14 are operated by computer programs running on the microprocessor of the server device 10.

[0035] The in-vehicle device 20 is a device installed in or used within the vehicle V. Specific examples of the in-vehicle device 20 include a car navigation system and a drive recorder. As shown in Figure 3, the in-vehicle device 20 includes a microphone 21, a camera 22, a control unit 23, and a communication unit 24. Note that the in-vehicle device 20 is not limited to devices fixed inside the vehicle; it may also be a portable device brought in by a passenger.

[0036] Microphone 21 is used to capture (acquire) conversations of users and others riding in vehicle V. Microphone 21 converts the acquired conversations into electrical signals and outputs them to control unit 23.

[0037] Camera 22 captures images of the interior and exterior of vehicle V. Camera 22 can be used for user authentication, for example, by capturing images of a user inside the vehicle.

[0038] The control unit 23 is composed of a microprocessor that includes a CPU and memory. The control unit 23 is responsible for the overall control of the in-vehicle device 20. In this embodiment, it transmits the audio signal acquired by the microphone 21 to the server device 10 via the communication unit 24. If the device is a navigation system, the control unit 23 searches for a route from the current location to a set destination and provides guidance along the searched route. If it is a drive recorder, it stores the video captured by the camera 22 in a storage device (not shown) or transmits it to the server device 10 via the communication unit 24.

[0039] The communication unit 24 communicates wirelessly with network N. The communication unit 24 transmits the voice information of the conversation described above to the server device 10.

[0040] Server device 30 is a well-known server computer, similar to server device 10, and is equipped with a microprocessor including a CPU (Central Processing Unit), memory, etc., a storage device such as a hard disk, and a network interface, etc.

[0041] Server device 30 stores evaluation information for facilities. This evaluation information includes public comments about the facilities being evaluated and evaluation values ​​associated with those comments. Furthermore, the evaluation information stored in server device 30 does not have to be collected solely for use by server device 10. Server device 30 allows an unspecified number of people to save new comments and evaluation values ​​via the Internet N, etc. (It may also be a member-only service allowing a specific number of people to save comments). In addition, the evaluation information stored in server device 30 may be accessible to third parties via the Internet N, etc.

[0042] Next, the operation of the server device 10 with the above configuration (facility evaluation method) will be explained with reference to the flowchart in Figure 4. Note that the flowchart in Figure 4 can be configured as a facility evaluation program by running it on a computer equipped with a CPU, etc.

[0043] First, the determination unit 13 identifies the facility to be evaluated (step S11). For example, if the in-vehicle device 20 is a navigation device, it can be identified by acquiring information on the set destination or waypoints. Alternatively, if the server device 10 or another server device has POI (Point of Interest) information, it can be identified by using the voice recognition function of the acquisition unit 11 to extract the name of the facility included in the POI information around the current location from the acquired spoken information.

[0044] Next, the acquisition unit 11 acquires evaluation information for the facility (visited facility) identified in step S11 from the server device 30 (step S12). Specifically, it can acquire the evaluation information by searching the server device 30 using the identified facility name.

[0045] Next, the notification unit 12 outputs the evaluation information acquired in step S12 to, for example, the in-vehicle unit 20, and notifies the user as an audio message from the speaker (not shown) of the in-vehicle unit 20 (step S13). Specifically, it makes a notification such as, "The evaluation of (facility name) at (service name or site name provided by server device 30) is × points out of a possible ○ points." When making this notification, a relative evaluation with other well-known facilities of the same genre may be added. For example, the evaluation values ​​of facilities of the same genre within a 1km radius of the destination may be acquired and compared with the average value, and a notification such as, "The evaluation of (facility name) is higher than the average of surrounding (genre) facilities" may be made. Alternatively, a standard score may be calculated for the evaluation values ​​of facilities of the same genre and a notification comparing it with surrounding facilities may be made. Or, the evaluation may be increased by ○ points compared to (facility name) which the user visited last week, by referring to the user's visit history information and notifying the user of a comparison with the evaluation information of facilities of the same genre that the user has visited in the past as additional information, such as, "The evaluation is ○ points higher than (facility name) which you visited last week."

[0046] Next, the determination unit 13 determines whether the facility has been visited (step S14). The determination of whether the facility has been visited can be made, for example, by obtaining information from the in-vehicle device 20 indicating that the vehicle has arrived at the facility (evaluation target facility) set as the destination or waypoint and has started moving again. Alternatively, the movement trajectory of the vehicle V may be periodically obtained from the in-vehicle device 20 and the server device 10 itself may determine the arrival at and departure from the evaluation target facility.

[0047] If the determination in step S14 indicates that the facility visit has not yet taken place (step S14; N), this step is repeated. On the other hand, if the facility visit has already taken place (step S14; Y), the acquisition unit 11 acquires the user's statement information regarding the visited facility (step S15).

[0048] Next, the determination unit 13 determines the level of satisfaction with the evaluation information based on the statement information obtained in step S15 (step S16). Then, the evaluation unit 14 performs an evaluation based on the level of satisfaction determined by the determination unit 13 (step S17).

[0049] Although the configuration shown in Figure 2 includes an evaluation unit 14, this is not mandatory. In that case, the satisfaction level determined by the judgment unit 13 may be notified to the user. Alternatively, the satisfaction level may be output to the server device 30 and reflected in the evaluation value on the server device 30. In other words, the server device 30 may collect the satisfaction level for the facility's evaluation information.

[0050] As is clear from the above explanation, step S12 functions as the evaluation acquisition process, step S13 as the notification process, and step S16 as the comment judgment process.

[0051] Here, we will explain a specific example of the operation of the server device 10, which is a facility evaluation device according to this embodiment. Suppose a vehicle V equipped with an in-vehicle unit 20 has set restaurant X as its destination. When heading to restaurant X, the server device 10 obtains evaluation information for restaurant X from the server device 30 and sends a notification from the in-vehicle unit 20 such as, "Restaurant X's rating on the review site is 3.5 out of 5 points," or "Restaurant X's rating is higher than the average for surrounding restaurants."

[0052] Then, on the way back from Restaurant X, suppose the user says, "It was better than the reviews said." This statement is picked up by the microphone 21 of the in-vehicle device 20 and transmitted from the in-vehicle device 20 to the server device 10. The judgment unit 13 then performs sentiment analysis and classifies it as a positive statement, and determines that the satisfaction level exceeds the evaluation information.

[0053] Then, since the satisfaction level exceeds the rating in the evaluation information, the evaluation unit 14 requests the user to provide an evaluation and further registers Restaurant X as a favorite facility. Note that the user's evaluation may be modified later.

[0054] Furthermore, if conversations inside the vehicle cannot be confirmed or if there is only one occupant, the in-vehicle unit 20 may initiate a speech to prompt a response. For example, on the way back from restaurant X, the in-vehicle unit 20 may say, "What kind of restaurant was restaurant X?" or "Was the food delicious?" The in-vehicle unit 20 obtains responses to these speeches and transmits them to the server device 10, which then requests a satisfaction rating and evaluation as described above.

[0055] In this embodiment, the server device 10 acquires evaluation information of the visited facility using the acquisition unit 11, and notifies the user of the evaluation of the visited facility based on the evaluation information using the notification unit 12 before the visit. Then, the acquisition unit 11 acquires commentary information about the visited facility after the visit, and the determination unit 13 determines the satisfaction level with the evaluation information based on the acquired commentary information. In this way, the satisfaction level with the evaluation information of the visited facility can be evaluated from the commentary information about the visited facility after the visit. In other words, it becomes possible to obtain satisfaction with the pre-visit reputation. Therefore, it becomes clear what the user is satisfied with and not satisfied with, and satisfaction with the facility can be appropriately evaluated. Furthermore, by collecting satisfaction levels with the evaluation information of a facility from a large number of users into the server device, it becomes possible to evaluate the appropriateness and validity of the evaluation value (pre-visit reputation) assigned to that facility.

[0056] Furthermore, the judgment unit 13 determines whether the satisfaction level exceeded the evaluation information, fell below the evaluation information, or was as expected from the evaluation information. In this way, it becomes possible to make a relative judgment of whether the experience was good or bad compared to the pre-release reputation.

[0057] Furthermore, the system includes an evaluation unit 14 that evaluates the visited facility based on the satisfaction level determined by the judgment unit 13. In this way, it is possible to evaluate the visited facility based on satisfaction levels.

[0058] Furthermore, if the satisfaction level exceeds the evaluation information, the evaluation unit 14 may request the user to provide an evaluation to reflect in the evaluation information. In this way, if the user is at least satisfied, an evaluation including evaluation values ​​and comments can be requested.

[0059] Furthermore, the evaluation unit 14 can register favorite facilities, and if the satisfaction level exceeds the evaluation information, it may register the facility as a favorite. In this way, if the user is at least satisfied, the facility can be registered as a favorite, making it easier to visit in the future.

[0060] Furthermore, the judgment unit 13 determines satisfaction based on whether the content of the statement is positive, negative, or neither positive nor negative regarding the evaluation information. In this way, satisfaction can be determined by analyzing the emotions embedded in the user's statement using methods such as well-known sentiment analysis.

[0061] Furthermore, the acquisition unit 11 acquires conversational information related to the visited facility when it contains predetermined specific keywords. In this way, conversations containing keywords such as "evaluation" and "review" can be acquired and analyzed, eliminating the need for the computationally intensive process of analyzing all statements.

[0062] Furthermore, the visited facility may be the destination or a transit point, and the notification unit may notify the user of an evaluation of the visited facility along with directions to the destination or transit point. In this way, the evaluation of the visited facility can be performed while the navigation system or other guidance is in progress.

[0063] In the embodiment described above, the server device 10 included an acquisition unit 11, a notification unit 12, a determination unit 13, and an evaluation unit 14, but the embodiment is not limited to this configuration. For example, the acquisition unit 11 and the notification unit 12 may be functioned by the in-vehicle device 20. Alternatively, the in-vehicle device 20 may function as a facility evaluation device.

[0064] Furthermore, the present invention is not limited to the embodiments described above. That is, those skilled in the art can implement the invention in various ways, without departing from the core principles, in accordance with conventionally known knowledge. Such modifications, as long as they still incorporate the facility evaluation device of the present invention, are of course included within the scope of the present invention. [Explanation of symbols]

[0065] 10. Server equipment (facility evaluation equipment) 11. Acquisition Section (Evaluation Acquisition Section, Statement Acquisition Section) 12 Notification Department 13 Judgment section 14. Evaluation Department 20 Onboard equipment 30 Server Devices

Claims

1. The evaluation acquisition unit acquires evaluation information of the visited facilities, A notification unit that notifies the user of an evaluation of the facility to be visited based on the evaluation information before the visit to the facility, A statement acquisition unit that acquires statement information regarding the visited facility after the visit, A determination unit that determines satisfaction with the evaluation information based on a positive or negative assessment of the evaluation information obtained from natural language processing of the spoken information, A facility evaluation device characterized by being equipped with the following features.

2. The facility evaluation device according to claim 1, wherein the determination unit determines satisfaction with the evaluation information based on a sentiment analysis of the acquired statement information.

3. The facility evaluation device according to claim 1 or 2, characterized in that the determination unit determines that the satisfaction level is higher than the evaluation in the evaluation information, lower than the evaluation in the evaluation information, or as per the evaluation information.

4. It has a registration section where you can register your favorite facilities. The facility evaluation device according to claim 3, characterized in that the registration unit registers the facility as a favorite facility if the satisfaction level exceeds at least the evaluation of the evaluation information.

5. The facility evaluation device according to any one of claims 1 to 4, characterized in that the determination unit determines the satisfaction level based on whether the content of the statement information is positive with respect to the evaluation information, negative with respect to the evaluation information, or neither positive nor negative with respect to the evaluation information.

6. The facility evaluation device according to any one of claims 1 to 5, characterized in that the speech acquisition unit acquires conversation information relating to the visited facility when it contains a predetermined specific keyword.

7. The aforementioned facility to be visited is either the destination or a transit point. The notification unit notifies the user of directions to the destination or transit point, along with an evaluation of the visited facility. A facility evaluation device according to any one of claims 1 to 6.

8. A facility evaluation method performed by a facility evaluation device, The evaluation acquisition process involves obtaining evaluation information about the visited facilities, A notification step of notifying the user of the evaluation of the facility to be visited based on the evaluation information before the visit to the facility, A statement acquisition step to acquire statement information regarding the visited facility after visiting the facility, A determination step to determine satisfaction with the evaluation information based on a positive or negative response to the evaluation information obtained from natural language processing of the spoken information, A facility evaluation method characterized by including the following.

9. A facility evaluation program characterized by causing a computer to execute the facility evaluation method described in claim 8.

10. A computer-readable recording medium characterized by storing the facility evaluation program described in claim 9.

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