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

Abstract

Respond to customer inquiries on behalf of the store. [Solution] The information processing device according to the present invention is characterized by having: a reception unit that receives incoming calls from users to a store during a period of time when the store stops accepting incoming calls; a user call unit that makes a call with the user using a call model when an incoming call from a user is received by the reception unit; and a store call unit that makes a call with the store using a call model based on the content of the call made with the user by the user call unit at a predetermined timing after the end of the period of time when the store stops accepting incoming calls.

Description

[Technical Field]

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

[0002] Conventionally, a technology for providing a service that exchanges messages with a user in a conversational format has been known. As an example of such technology, a technology has been proposed that receives an input message entered by a user through speech, inputs information including the input message to generative AI such as a language model, and generates a (speech) response to the user's speech. [Prior Art Documents] [Patent Documents]

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

[0004] However, with the above-mentioned conventional technology, it is not always possible to respond to a user on behalf of a store.

[0005] The present application has been made in view of the above, and an object thereof is to provide a response to a user on behalf of a store. [Means for Solving the Problem]

[0006] The information processing device according to the present application is characterized by comprising: a reception unit that receives incoming calls from users to a store during a period of downtime when the store stops accepting incoming calls; a user call unit that, when an incoming call from a user is received by the reception unit, makes a call with the user using a call model; and a store call unit that, at a predetermined timing after the end of the downtime, makes a call with the store using the call model based on the content of the call made with the user by the user call unit. [Effects of the Invention]

[0007] According to one embodiment of the system, it has the effect of being able to respond to users on behalf of the store. [Brief explanation of the drawing]

[0008] [Figure 1] Figure 1 shows an example of information processing according to the embodiment. [Figure 2] Figure 2 shows an example of a call using the call model according to the embodiment. [Figure 3] Figure 3 shows an example of a call using the call model according to the embodiment. [Figure 4] Figure 4 shows an example of a call using the call model according to the embodiment. [Figure 5] Figure 5 shows an example of the configuration of the information processing device 10 according to the embodiment. [Figure 6] Figure 6 shows an example of a store information database 31. [Figure 7] Figure 7 is a flowchart showing an example of the information processing procedure according to the embodiment. [Figure 8] Figure 8 is a hardware configuration diagram showing an example of a computer that implements the functions of the information processing device 10. [Modes for carrying out the invention]

[0009] The following describes in detail, with reference to the drawings, the embodiments for implementing the information processing device, information processing method, and information processing program according to the present application (hereinafter referred to as "embodiments"). Note that these embodiments do not limit the information processing device, information processing method, and information processing program according to the present application. Furthermore, the same parts are denoted by the same reference numerals in each of the following embodiments, and redundant descriptions are omitted.

[0010] [1. Embodiments] The information processing realized by the information processing device of this embodiment will be explained using Figure 1. Figure 1 is a diagram showing an example of information processing according to the embodiment. In Figure 1, the information processing according to the embodiment is realized by the information processing device 10, which is an example of the information processing device according to the present application.

[0011] As shown in Figure 1, the information processing system 1 according to this embodiment includes an information processing device 10, a user terminal 100, and a store terminal 200. The information processing device 10, the user terminal 100, and the store terminal 200 are connected to each other via a network N (see, for example, Figure 5) by wired or wireless means so that they can communicate with each other. The network N is, for example, a WAN (Wide Area Network) such as the Internet. Note that the information processing system 1 shown in Figure 1 may include multiple information processing devices 10, multiple user terminals 100, and multiple store terminals 200.

[0012] The information processing device 10 shown in Figure 1 is an information processing device that performs information processing according to the embodiment, and can be realized by, for example, a server device or a cloud system. For example, the information processing device 10 provides a reservation service #1 for reservations at a restaurant to users.

[0013] To give a specific example, the information processing device 10 receives reservation information from the user via reservation service #1 (for example, information indicating the store to be reserved, reservation date and time, number of people, etc.). The information processing device 10 then uses a call model (AI (Artificial Intelligence)) that has been trained to output a voice response corresponding to the input voice (question) to make a call based on the reservation information (for example, a reservation request) to the store to be reserved, and provides the user with information indicating the store's response (for example, whether the reservation is possible or not). In other words, the information processing device 10 provides reservation service #1, which allows users to make reservations even for stores that do not support online reservations (in other words, stores that only accept telephone reservations), without having to call the store directly.

[0014] Here, the call model consists of a language model that performs natural language processing, such as GPT (Generative Pre-trained Transformer) or BERT (Bidirectional Encoder Representations from Transformers), which is trained to output a response corresponding to an input question and to handle multimodal input (e.g., voice input); a speech conversion model that converts the output of such a language model (e.g., text information) into speech; and a program that implements rules for these two models to work together. The call model resides within the information processing device 10 and is independently created by the business operator managing the information processing device 10. It is desirable that the input information, such as personal information, be kept confidential by training the system so that it is not used as a new response.

[0015] Note that the information processing apparatus 10 may have a function as a web server that provides a website related to reservation service #1. Further, the information processing apparatus 10 may be an apparatus that distributes information to be displayed on an application related to reservation service #1 installed in a user terminal 100 or a store terminal 200 to the user terminal 100 or the store terminal 200. Further, the information processing apparatus 10 may be a server that distributes application data itself. Further, the information processing apparatus 10 may function as a distribution apparatus that distributes control information to the user terminal 100 or the store terminal 200. Here, the control information is described in, for example, a script language such as JavaScript (registered trademark), a style sheet language such as CSS (Cascading Style Sheets), a programming language such as Java (registered trademark), Kotlin, Swift, and Objective-C. Note that the application itself distributed from the information processing apparatus 10 may be regarded as control information.

[0016] The user terminal 100 shown in FIG. 1 is an information processing apparatus used by a user. For example, the user terminal 100 is implemented by a smartphone, a tablet terminal, a notebook PC (Personal Computer), a desktop PC, a mobile phone, a PDA (Personal Digital Assistant), or the like. In the example shown in FIG. 1, the case where the user terminal 100 is a smartphone used by a user is illustrated.

[0017] The store terminal 200 shown in FIG. 1 is an information processing apparatus used by a store manager (for example, an employee). For example, the store terminal 200 is implemented by a smartphone, a tablet terminal, a notebook PC, a desktop PC, a mobile phone, a PDA, or the like. In the example shown in FIG. 1, the case where the store terminal 200 is a smartphone is illustrated.

[0018] Note that the user terminal 100 and the store terminal 200 display information provided by the information processing apparatus 10 via a web browser or an application. When the user terminal 100 and the store terminal 200 receive control information for implementing information display processing from the information processing apparatus 10 or the like, they implement display processing in accordance with the control information.

[0019] Hereinafter, information processing executed by the information processing apparatus 10 will be described with reference to FIG. 1. In the following description, according to a user who uses a user terminal 100, the user terminals are described as user terminals 100-1 to 100-N (N is an arbitrary natural number). For example, the user terminal 100-1 is a user terminal 100 used by a user (user U1) identified by a user ID "U1". Further, hereinafter, when the user terminals 100-1 to 100-N are described without particular distinction, they are referred to as the user terminal 100. In addition, in the following description, the user terminal 100 may be equated with a user. That is, hereinafter, the user U1 can also be read as the user terminal 100-1.

[0020] Further, in the following description, it is assumed that the store terminal 200 is used by an administrator (administrator M1) identified by an administrator ID "MID#1". Further, in the following description, it is assumed that the administrator M1 manages store #1. In addition, in the following description, the store terminal 200 may be equated with the administrator M1 and the store #1. That is, hereinafter, the administrator M1 and the store #1 can also be read as the store terminal 200.

[0021] Furthermore, in the following explanation, it is assumed that the store terminal 200 has an application related to reservation service #1 pre-installed. For example, the store terminal 200 has an application installed (hereinafter sometimes referred to as the "store app") for administrator M1 to manage store information related to store #1 in reservation service #1. To give a specific example, administrator M1 inputs store information such as the name of store #1, the phone number of store #1 (store terminal 200), the address of store #1, and the business hours of store #1 via the store app and sends it to the information processing device 10. The information processing device 10 then manages the store information received from the store terminal 200 in its own storage unit, associating it with store #1.

[0022] Furthermore, in the following explanation, the application used by general users of user terminal 100 to make store reservations using reservation service #1 may be referred to as the "user app." The user app may or may not be installed on user terminal 100.

[0023] First, the information processing device 10 receives a request from the store terminal 200 to specify a period during which it will stop accepting incoming calls from the user terminal 100 (step S1). For example, suppose store #1 is busy on date #1, and administrator M1 wishes to temporarily stop accepting incoming calls from user terminal 100 from 17:00 to 18:00 on date #1. In this case, administrator M1 launches the store application installed on the store terminal 200 and inputs the period from 17:00 to 18:00 on date #1 as the stop period to the store terminal 200. The information processing device 10 then receives the stop period input via the store application.

[0024] Next, during the downtime, the information processing device 10 receives an incoming call from the user terminal 100 to the phone number of store #1 (step S2). Subsequently, the information processing device 10 makes a call with the user using a call model that has been trained to output a voice response corresponding to the input voice (question) (step S3). For example, the information processing device 10 inputs the user's utterance and an instruction sentence that instructs the call model to output a response to that utterance, and makes the call model output a voice response to the user's utterance, thereby making a call with the user.

[0025] In the example shown in Figure 1, the information processing device 10 receives incoming calls from user terminals 100-1 and 100-2 to the telephone number of store #1 during the downtime, and makes calls to users U1 and U2 respectively regarding the reservation request for store #1.

[0026] Next, at a predetermined time after the downtime has ended, the information processing device 10 dials the phone number of store #1 and makes a call to administrator M1 using a call model (step S4). For example, the information processing device 10 makes a call to administrator M1 based on the content of the calls made with users U1 and U2 during the downtime. To give a specific example, the information processing device 10 makes a call to users U1 and U2 regarding whether or not reservations are possible.

[0027] For example, the information processing device 10 first inputs the content of the conversation with user U1 in step S2 and an instruction sentence instructing the device to output a summary of the conversation content into the conversation model, and then causes the conversation model to output the summary (voice), thereby making the first utterance to administrator M1. Then, the information processing device 10 inputs the content of administrator M1's utterance in response to the summary and an instruction sentence instructing the conversation model to output the response to that utterance, and then causes the conversation device 10 to output the response (voice) to administrator M1's utterance, thereby making a conversation with administrator M1.

[0028] Next, the information processing device 10 provides predetermined information to the user terminal 100 based on the content of the call with administrator M1 (step S5). For example, the information processing device 10 provides information regarding the availability of reservations for store #1 to user terminals 100-1 and 100-2.

[0029] Here, using Figure 2, we will explain an example of a call made between user U1 and administrator M1 using the call model. Figure 2 is a diagram showing an example of a call using the call model according to the embodiment.

[0030] As shown in Figure 2, when the information processing device 10 receives an incoming call from the user terminal 100-1, it outputs a voice message (speech) to the user terminal 100-1 stating that it is not possible to make a call to store #1 because store #1 is closed. For example, the information processing device 10 outputs the speech T11 "Thank you for calling. We are currently experiencing high call volume, so an AI will take your call instead." to the user terminal 100-1.

[0031] In response to utterance T11, user U1 makes an utterance indicating that they would like to make a reservation at store #1. For example, user U1 makes the utterance T12: "I would like to make a reservation for 4 people at 8 PM today (date #1)."

[0032] Here, based on the utterance T12, the information processing device 10 determines whether the reservation made by user U1 for store #1 is for the same day (date #1) or for a later date (the day after date #1 or later). If it is a same-day reservation, the information processing device 10 outputs an utterance stating that confirmation of the reservation for store #1 will be made after the end of the closed time period (after 18:00), and an utterance requesting information about user U1 (for example, name and contact information (telephone number)). On the other hand, if it is a later date reservation, the information processing device 10 outputs an utterance stating that a reservation form for store #1 will be provided to user terminal 100-1.

[0033] The information processing device 10 may, for example, determine whether user U1's reservation at store #1 is for the same day or a later date by inputting user U1's utterance and an instruction sentence instructing the call model to output whether the reservation is for the same day or a later date. Alternatively, the information processing device 10 may perform the determination using a model different from the call model, which has been trained to generate answers to input questions. Furthermore, the information processing device 10 may perform the determination using any method without using a call model or the like.

[0034] In the example shown in Figure 2, since utterance T12 concerns a same-day reservation at store #1, the information processing device 10 outputs to utterance T12 an utterance stating that it will confirm the reservation with store #1 after the end of the off-peak hours, and an utterance requesting information about user U1. For example, the information processing device 10 outputs utterance T13 "Understood. We will confirm with store #1 after 6pm," and utterance T14 "Could you please tell us your name and contact information?"

[0035] In response to utterance T14, user U1 makes an utterance about themselves. For example, user U1 makes utterance T15, "User U1, contact number is XXX12345678."

[0036] After utterance T15, the information processing device 10 terminates the call with user U1. Then, after the downtime period ends, the information processing device 10 makes a call with administrator M1 at a predetermined timing to confirm whether user U1 can make a reservation at store #1 based on utterances T11 to T15. For example, after the downtime period ends, the information processing device 10 makes a call with administrator M1 at a predetermined timing to confirm whether user U1 can make a reservation at store #1 based on utterances T11 to T15. To give one example, the information processing device 10 makes a call with administrator M1 immediately after the downtime period ends.

[0037] First, the information processing device 10 makes an utterance indicating that a reservation request (incoming call) has been received from user U1, the details of the reservation, and a request for a response regarding whether the reservation is possible. For example, the information processing device 10 outputs the utterance T16 "We have received a reservation call. It is for 4 people at 8pm today. Can you accommodate this?"

[0038] In response to utterance T16, administrator M1 makes an utterance indicating whether or not to accept the reservation. For example, administrator M1 makes the utterance T17, "That's fine. Your reservation has been accepted."

[0039] In response to utterance T17, the information processing device 10 outputs an utterance indicating information about user U1. For example, the information processing device 10 outputs utterance T18, "Understood. The customer is user U1, and the contact number is XXX12345678."

[0040] After utterance T18, the information processing device 10 terminates the call with administrator M1. Then, based on utterances T16-T18, the information processing device 10 provides user U1 with information indicating the confirmation result of the reservation for store #1. For example, the information processing device 10 sends a message to user U1's phone number using SMS (Short Message Service) confirming that the reservation has been accepted.

[0041] Furthermore, if user U1 follows a predetermined account (for example, the account for reservation service #1) in a predetermined message service, the information processing device 10 may provide a message confirming that the reservation has been accepted via the predetermined account in the message service. Also, if a user application is installed on the user terminal 100-1, the information processing device 10 may provide a message confirming that the reservation has been accepted via the user application.

[0042] Furthermore, the information processing device 10 may make a call with administrator M1 at any time. For example, the information processing device 10 may make a call after the end of the downtime period and up to a predetermined time before user U1's reserved time (20:00) (for example, one hour before).

[0043] Next, using Figure 3, we will explain an example of a call made between user U2 and administrator M1 using the call model. Figure 3 is a diagram showing an example of a call using the call model according to the embodiment.

[0044] As shown in Figure 3, when the information processing device 10 receives an incoming call from the user terminal 100-2, it outputs a voice message to the user terminal 100-2 stating that it is not possible to make a call to store #1 because store #1 is closed. For example, the information processing device 10 outputs the voice message T21 "Thank you for calling. We are currently experiencing high call volume, so an AI will take your call instead." to the user terminal 100-2.

[0045] In response to utterance T21, user U2 makes an utterance indicating that they would like to make a reservation at store #1. For example, user U2 makes the utterance T22: "I would like to make a reservation for 3 people at 5 PM tomorrow (date #2, which is the day after date #1)."

[0046] Here, the information processing device 10 determines, based on the utterance T22, whether the reservation made by user U2 for store #1 is for the same day or for a later date. Since utterance T22 concerns a reservation for store #1 for a later date (date #2), the information processing device 10 outputs an utterance indicating that it will provide the user terminal 100-2 with a reservation form for store #1. For example, the information processing device 10 outputs utterance T23, "Understood. For reservations for tomorrow and beyond, please use the reservation form that will be sent to your smartphone."

[0047] After outputting utterance T23, the information processing device 10 provides the user terminal 100-2 with a reservation form for booking store #1. For example, the information processing device 10 provides a link to the reservation form to the user U1's phone number via SMS.

[0048] Furthermore, if user U2 follows a predetermined account in a predetermined message service, the information processing device 10 may provide the reservation form via the predetermined account in that message service. Also, if a user application is installed on the user terminal 100-2, the information processing device 10 may provide the reservation form via the user application.

[0049] After the reservation form is provided, user U2 enters reservation information for store #1 (for example, user U2's name, contact information, reservation date and time, and number of people) into the reservation form and sends the reservation information from user terminal 100-2 to information processing device 10. The information processing device 10 then uses a call model to make a call with administrator M1 regarding the reservation based on the received reservation information. For example, in the example in Figure 3, assume that the information processing device 10 received the reservation information during the downtime. In such a case, after the downtime ends, the information processing device 10 makes a call to the phone number of store #1 (store terminal 200) at a predetermined time to make a call with administrator M1 to confirm whether user U2 can make a reservation at store #1 based on the reservation information.

[0050] First, the information processing device 10 makes an utterance indicating that user U2 has made a reservation request, the details of the reservation, and requests a response regarding whether the reservation is possible. For example, the information processing device 10 outputs the utterance T24 "A reservation request has been made. It is for 3 people at 5pm tomorrow. Can you accommodate this?"

[0051] In response to utterance T24, administrator M1 makes an utterance indicating whether or not to accept the reservation. For example, administrator M1 outputs utterance T25, "That's fine. Your reservation has been accepted," indicating that the reservation is accepted.

[0052] In response to utterance T25, the information processing device 10 outputs an utterance indicating information about user U2. For example, the information processing device 10 outputs utterance T25: "Understood. The customer is user U2, and the contact information is YYY12345678."

[0053] After utterance T25, the information processing device 10 terminates the call with administrator M1. Then, based on utterances T24-T26, the information processing device 10 provides user U2 with information indicating the confirmation result of the reservation for store #1. For example, the information processing device 10 sends a message to user U2's phone number via SMS confirming that the reservation has been accepted.

[0054] Furthermore, even if user U2's reservation for store #1 is for a later date, the information processing device 10 may output to utterance T22 an utterance (for example, utterance T13) stating that confirmation of the reservation for store #1 will be made after the end of the off-peak hours, and an utterance (for example, utterance T14) requesting information about user U1. In such a case, user U2 will utter an utterance about themselves. For example, user U2 will utter "User U2, contact information is YYY12345678."

[0055] After the above utterance by user U2, the information processing device 10 terminates the call with user U1. After the downtime period ends, at a predetermined time, the information processing device 10 makes a call with administrator M1 to confirm whether or not user U2 can make a reservation at store #1. For example, after the downtime period ends, at a predetermined time, the information processing device 10 dials the phone number of store #1 (store terminal 200) and, based on the content of the call with user U2, makes a call with administrator M1 to confirm whether or not user U2 can make a reservation at store #1. For example, the information processing device 10 makes an utterance indicating that user U2 has requested a reservation, the details of the reservation, and requests a response regarding whether or not the reservation is possible. Then, based on the content of the call with administrator M1, the information processing device 10 provides user U2 with information indicating the result of the reservation confirmation for store #1.

[0056] Figures 2 and 3 show examples of separate calls made by user U1 and user U2 to administrator M1 to confirm whether a reservation for store #1 is possible. However, these calls may be combined into a single call. Here, an example of a call made with administrator M1 will be explained using Figure 4. Figure 4 is a diagram showing an example of a call using the call model according to the embodiment.

[0057] As shown in Figure 4, during the downtime, the information processing device 10 makes an utterance indicating that there have been two reservation requests from users U1 and U2, and requests a response regarding the details of the first reservation (by user U1) and whether or not the first reservation is possible. For example, the information processing device 10 outputs the utterance T31 "There have been two reservation requests. The first is for 4 people at 8pm today. Can you accommodate this?"

[0058] In response to utterance T31, administrator M1 makes an utterance indicating whether or not to accept the reservation. For example, administrator M1 makes the utterance T32, "That's fine. Your reservation has been accepted."

[0059] In response to utterance T32, the information processing device 10 outputs an utterance indicating information about user U1. For example, the information processing device 10 outputs utterance T33, "Understood. The customer is user U1, and the contact number is XXX12345678."

[0060] After utterance T33, the information processing device 10 makes an utterance indicating the details of the second reservation (for user U2) and requesting a response regarding whether the second reservation is possible. For example, the information processing device 10 outputs utterance T34: "The second reservation is for 3 people at 5 PM tomorrow. Can you accommodate this?"

[0061] In response to utterance T34, administrator M1 makes an utterance indicating whether or not to accept the reservation. For example, administrator M1 makes the utterance T35, "That's fine. Your reservation has been accepted."

[0062] In response to utterance T35, the information processing device 10 outputs an utterance indicating information about user U1. For example, the information processing device 10 outputs utterance T36, "Understood. The customer is user U2, and the contact information is YYY12345678."

[0063] After utterance T35, the information processing device 10 terminates the call with administrator M1. Then, based on utterances T31 to T36, the information processing device 10 provides users U1 and U2 with information indicating the confirmation result of the reservation for store #1.

[0064] As described above, even when a store is busy and unable to accept incoming calls from customers, the information processing device 10 according to the embodiment accepts incoming calls on behalf of the store, communicates the requirements of the call with the customer to the store, and provides the customer with the store's response. In other words, the information processing device 10 according to the embodiment can respond to customers on behalf of the store.

[0065] [2. Other processing examples] The process described above is merely one example, and the information processing device 10 may perform various processes using various types of information. Examples of this are listed below.

[0066] [2-1. Regarding the timing of phone calls with stores] Beyond the examples shown in Figures 1-4, the information processing device 10 may make a call with administrator M1 at any time. For example, if the information processing device 10 receives reservation information from user terminal 100-2 after the downtime has ended, it may immediately make a call with administrator M1 to confirm whether user U2 can make a reservation at store #1. Alternatively, if the information processing device 10 receives reservation information from user terminal 100-2 outside of store #1's business hours, it may make a call with administrator M1 within the next business hours to confirm whether user U2 can make a reservation at store #1.

[0067] Furthermore, the information processing device 10 may make a call regarding same-day reservations (for example, a call to confirm whether a reservation for store #1 by user U1 is possible) to administrator M1 at an earlier time than a call regarding future reservations (for example, a call to confirm whether a reservation for store #1 by user U2 is possible). For example, the information processing device 10 may make a call regarding same-day reservations immediately after the downtime ends, and a call regarding future reservations after that (for example, immediately after the start of business hours the following day).

[0068] Furthermore, the information processing device 10 may extract reservations from the content of calls made with users during the downtime, prioritizing those with the earliest reservation dates and times, and make calls with administrator M1 regarding the extracted reservations. For example, the information processing device 10 may make a call with administrator M1 to confirm whether a reservation for store #1 is possible by user U1, earlier than a call with administrator M1 to confirm whether a reservation for store #1 is possible by user U2.

[0069] Furthermore, the information processing device 10 may make a call regarding reservations with administrator M1 at a time specified by administrator M1. For example, if administrator M1 specifies that the timing for making a call regarding same-day reservations is immediately after the end of the downtime, the information processing device 10 will make a call immediately after the end of the downtime to confirm whether user U1 can make a reservation at store #1. Also, if administrator M1 specifies that the timing for making a call regarding future reservations is immediately after the start of business hours the following day, the information processing device 10 will make a call immediately after the start of business hours for store #1 on date #2 to confirm whether user U2 can make a reservation at store #1.

[0070] Furthermore, the information processing device 10 may make a call regarding the reservation to the administrator M1 during the business hours of store #1, or it may make a call to the administrator M1 outside of the business hours of store #1.

[0071] [3. Configuration of the Information Processing Device] Next, the configuration of the information processing device 10 will be described using Figure 5. Figure 5 is a diagram showing an example of the configuration of the information processing device 10 according to the embodiment. As shown in Figure 5, the information processing device 10 has a communication unit 20, a storage unit 30, and a control unit 40.

[0072] (Regarding Communications Section 20) The communication unit 20 is implemented, for example, by a NIC (Network Interface Card). The communication unit 20 is connected to the network N by wire or wireless connection and transmits and receives information with user terminals 100, store terminals 200, etc.

[0073] (Regarding memory unit 30) The storage unit 30 is implemented by, for example, semiconductor memory elements such as RAM (Random Access Memory) and flash memory, or by storage devices such as hard disks and optical discs. As shown in Figure 5, the storage unit 30 has a store information database 31 and a model database 32.

[0074] (Regarding store information database 31) The store information database 31 stores various types of information about the store. Here, an example of the information stored in the store information database 31 will be explained using Figure 6. Figure 6 is a diagram showing an example of the store information database 31. In the example in Figure 6, the store information database 31 has items such as "store ID," "location," "telephone number," "business hours," and "downtime."

[0075] "Store ID" indicates identification information used to identify the store. "Location" indicates the store's location. "Telephone number" indicates the store's telephone number; for example, it stores information indicating the telephone number of store terminal 200 used by the store. "Business hours" indicates the store's business hours. "Downtime" indicates the time period during which the store stops accepting incoming calls.

[0076] In other words, Figure 6 shows an example where the store identified by the store ID "SID#1" has its location as "Location#1", its telephone number as "Telephone Number#1", its business hours as "Business Hours#1", and its downtime as "Downtime#1".

[0077] (Regarding Model Database 32) The model database 32 stores models that have undergone a predetermined training process. For example, the model database 32 stores a call model.

[0078] (Regarding the control unit 40) The control unit 40 is a controller, and is realized, for example, by a CPU (Central Processing Unit) or MPU (Micro Processing Unit) executing various programs stored in the memory device inside the information processing device 10 using RAM as the working area. Alternatively, the control unit 40 is a controller, and is realized, for example, by an integrated circuit such as an ASIC (Application Specific Integrated Circuit) or FPGA (Field Programmable Gate Array). As shown in Figure 5, the control unit 40 according to this embodiment has a designated reception unit 41, a reception unit 42, a user call unit 43, a store call unit 44, and a provision unit 45, and realizes or executes the information processing functions and operations described below.

[0079] (Regarding designated reception desk 41) The designated reception unit 41 receives a designation of a downtime period from the store. For example, in the example in Figure 1, the designated reception unit 41 receives a designation from the store terminal 200 of a downtime period during which it will stop receiving incoming calls from the user terminal 100 to the store terminal 200, and stores it in the storage unit 30 (for example, the store information database 31).

[0080] (Regarding reception desk 42) The reception unit 42 receives incoming calls from users to the store during the off-peak hours when the store stops accepting incoming calls. For example, in the example in Figure 1, the reception unit 42 receives incoming calls from user terminal 100 to the phone number of store #1 during the off-peak hours.

[0081] Furthermore, the reception unit 42 may accept incoming calls from users to the store during the downtime period specified by the store. For example, in the example in Figure 1, the reception unit 42 accepts incoming calls from the user terminal 100 to the telephone number of store #1 (administrator M1) during the downtime period specified by store #1.

[0082] (Regarding user call section 43) When the reception unit 42 receives an incoming call from a user, the user call unit 43 uses a call model to make a call with the user. For example, in the example in Figure 1, the user call unit 43 refers to the storage unit 30 (for example, the model database 32) and uses the call model to make calls with users U1 and U2, respectively.

[0083] (Regarding store phone line 44) The store call unit 44, at a predetermined timing after the downtime has ended, uses a call model to make a call to the store based on the content of the call made with the user by the user call unit. For example, in the example in Figure 1, the store call unit 44 refers to the storage unit 30 (for example, the model database 32) and uses the call model to make a call to the administrator M1 based on the content of the calls made with users U1 and U2, respectively.

[0084] Furthermore, if the content of the call with the user concerns a same-day reservation at the store, the store call unit 44 may make a call to the store regarding the reservation based on the content of that call. For example, in the example in Figure 1, the store call unit 44 makes a call to the administrator M1 based on the content of the call with user U1 regarding a same-day reservation.

[0085] Furthermore, the store communication unit 44 may make a call to the store regarding same-day reservations immediately after the downtime ends. For example, in the example in Figure 1, the store communication unit 44 makes a call to administrator M1 immediately after the downtime ends, based on the content of the call with user U1 regarding same-day reservations.

[0086] Furthermore, if the content of the call with the user concerns a future reservation at the store, the store call unit 44 may make a call to the store regarding that future reservation based on the content of the call. For example, in the example in Figure 1, the store call unit 44 makes a call to the administrator M1 based on the content of the call with user U2 regarding a future reservation.

[0087] Furthermore, the store communication unit 44 does not need to make a call to the store based on the content of the call with the user if the content of the call is related to a future reservation at the store. For example, in the example in Figure 1, the store communication unit 44 does not make a call to the administrator M1 based on the content of the call with user U2 regarding a future reservation.

[0088] Furthermore, the store call unit 44 may use a call model to make a call to the store regarding the reservation, based on the information entered in the content. For example, in the example in Figure 1, the store call unit 44 uses a call model to make a call to the administrator M1 regarding the reservation, based on the reservation information entered by user U2 in the reservation form.

[0089] Furthermore, the store communication unit 44 may make calls to the store based on the content of calls with each of the multiple users. For example, in the example in Figure 1, the store communication unit 44 combines a call by user U1 to confirm whether a reservation at store #1 is possible, and a call by user U2 to confirm whether a reservation at store #1 is possible, into a single call with administrator M1.

[0090] Furthermore, if the content of the call with the first user concerns a reservation for the store at a first date and time, and the content of the call with the second user concerns a reservation for the store at a second date and time that is later than the first date and time, the store call unit 44 may make a call with the store at the first timing based on the content of the call with the first user, and at the second timing that is later than the first timing, it may make a call with the store based on the content of the call with the second user. For example, in the example in Figure 1, the store call unit 44 makes a call with administrator M1 to confirm whether a reservation for store #1 by user U1 (a reservation for 8pm at date and time #1) is possible, earlier than a call with administrator M1 to confirm whether a reservation for store #1 by user U2 (a reservation for 5pm at date and time #2) is possible.

[0091] Furthermore, if the content of the call with the first user concerns a same-day reservation at the store, and the content of the call with the second user concerns a future reservation at the store, the store call unit 44 may, at the first timing, make a call with the store based on the content of the call with the first user, and at the second timing, later than the first timing, make a call with the store based on the content of the call with the second user. For example, in the example in Figure 1, the store call unit 44 makes a call with the administrator M1 regarding the same-day reservation at an earlier time than the call regarding the future reservation.

[0092] Furthermore, the store communication unit 44 may make calls to the store during the store's business hours after the downtime has ended. For example, in the example in Figure 1, the store communication unit 44 makes a call to the administrator M1 during the business hours of store #1 after the downtime has ended.

[0093] (Regarding Section 45) The provision unit 45 provides the user with the store's response to the content of the conversation with the user. For example, in the example in Figure 1, the provision unit 45 provides responses to users U1 and U2 to user terminals 100-1 and 100-2 based on the content of the conversation with administrator M1.

[0094] Furthermore, the service provider 45 may provide the user with information indicating whether or not a same-day reservation is possible, based on the content of the call with the store. For example, in the example in Figure 1, the service provider 45 provides user terminals 100-1 and 100-2 with information regarding the availability of a reservation at store #1, based on the content of the call with administrator M1.

[0095] Furthermore, the service provider 45 may provide the user with information indicating whether or not a reservation can be made at a later date, based on the content of the call with the store. For example, in the example in Figure 1, the service provider 45 provides the user terminal 100-2 with information indicating whether or not a reservation can be made at store #1 at a later date by user U2.

[0096] Furthermore, the provisioning unit 45 may provide the user with content for making a reservation at a store in a predetermined reservation service. For example, in the example in Figure 1, the provisioning unit 45 provides the user terminal 100-2 with a reservation form for making a reservation at store #1 in reservation service #1. Then, based on the reservation information entered in the reservation form and the content of a call with administrator M1, the provisioning unit 45 provides the user terminal 100-2 with information indicating whether or not a reservation at store #1 is possible.

[0097] [4. Information Processing Flow] The information processing procedure of the information processing device 10 according to the embodiment will be explained using Figure 7. Figure 7 is a flowchart of an example of the information processing procedure according to the embodiment.

[0098] As shown in Figure 7, the information processing device 10 receives incoming calls from users to the store during the downtime when the store stops accepting incoming calls (step S101). Subsequently, the information processing device 10 makes a call with the user using a call model (step S102). Next, the information processing device 10 determines whether or not it is a predetermined time after the downtime has elapsed (step S103).

[0099] If it is not the predetermined timing (Step S103; No), the information processing device 10 waits until the predetermined timing arrives. On the other hand, if it is the predetermined timing (Step S103; Yes), the information processing device 10 uses a call model based on the content of the call with the user to make a call with the store (Step S104), and then terminates the process.

[0100] [5. Variations] The above-described embodiment is merely an example, and various modifications and applications are possible.

[0101] [5-1. About the store] In the above embodiment, an example was shown where the store is a restaurant, but the store is not limited to such examples. For example, the store may be a beauty salon, a relaxation salon, a hospital, or the like.

[0102] [5-2. Regarding the processing method] Of the processes described in the above embodiments, all or part of the processes described as being performed automatically can be performed manually, and conversely, all or part of the processes described as being performed manually can be performed automatically by known methods. In addition, the processing procedures, specific names, and information including various data and parameters shown in the above text and drawings can be arbitrarily changed unless otherwise specified. For example, the various information shown in each figure is not limited to the information shown.

[0103] Furthermore, the components of each illustrated device are functionally conceptual and do not necessarily need to be physically configured as shown. In other words, the specific forms of distribution and integration of each device are not limited to those shown, and all or part of them can be functionally or physically distributed and integrated in any unit according to various loads and usage conditions.

[0104] Furthermore, the embodiments described above can be combined as appropriate, provided that the processing content is not contradictory.

[0105] [6. Effects] As described above, the information processing device 10 according to the embodiment includes a designated reception unit 41, a reception unit 42, a user call unit 43, a store call unit 44, and a provision unit 45. The reception unit 42 receives incoming calls from users to a store during the off-peak hours when the store stops accepting incoming calls. The user call unit 43, when an incoming call from a user is received by the reception unit 42, makes a call with the user using a call model. The store call unit 44, at a predetermined timing after the off-peak hours have ended, makes a call with the store using a call model based on the content of the call with the user made by the user call unit. The provision unit 45 provides the user with the store's response to the content of the call with the user.

[0106] As a result, the information processing device 10 according to this embodiment can accept incoming calls and make calls with users on behalf of the store, even if the store is unable to accept incoming calls from users, and can therefore respond to users on behalf of the store.

[0107] Furthermore, in the information processing device 10 according to this embodiment, for example, the designated reception unit 41 receives a designation of a downtime period from the store. The reception unit 42 then receives incoming calls from users to the store during the downtime period designated by the store.

[0108] As a result, the information processing device 10 according to the embodiment can be made more convenient because stores can arbitrarily specify the downtime period.

[0109] Furthermore, in the information processing device 10 according to this embodiment, for example, if the content of the call with the user concerns a same-day reservation with the store, the store call unit 44 makes a call to the store regarding the reservation based on the content of the call. The provision unit 45 then provides the user with information indicating whether or not a same-day reservation is possible, based on the content of the call with the store. The store call unit 44 also makes a call to the store regarding a same-day reservation immediately after the downtime ends.

[0110] As a result, the information processing device 10 according to this embodiment can make calls regarding reservations to stores after the downtime has ended, and can therefore respond to reservation requests during the downtime.

[0111] Furthermore, in the information processing device 10 according to this embodiment, for example, if the content of the call with the user concerns a reservation for a later date at the store, the store call unit 44 makes a call to the store regarding the reservation for a later date based on the content of the call. The provision unit 45 also provides the user with information indicating whether or not a reservation for a later date can be made, based on the content of the call with the store.

[0112] As a result, the information processing device 10 according to this embodiment can make calls regarding reservations to stores after the downtime has ended, and can therefore respond to reservation requests during the downtime.

[0113] Furthermore, in the information processing device 10 according to this embodiment, for example, if the content of the call with the user concerns a future reservation with the store, the store call unit 44 does not make a call to the store based on the content of the call. The provision unit 45 then provides the user with content for making a reservation with a store in a predetermined reservation service. The store call unit 44 then uses a call model based on the information entered into the content to make a call to the store regarding the reservation.

[0114] As a result, the information processing device 10 according to the embodiment can make reservations via predetermined content when a call from a user does not require immediate attention, thus enabling flexible responses.

[0115] Furthermore, in the information processing device 10 according to the embodiment, for example, the store call unit 44 makes calls to the store based on the content of calls made with each of the multiple users.

[0116] As a result, the information processing device 10 according to this embodiment can consolidate the content of calls made with multiple users and transmit it to the store, thereby reducing the burden on the store's operations.

[0117] Furthermore, in the information processing device 10 according to the embodiment, for example, if the content of the call with the first user concerns a reservation for the store at a first date and time, and the content of the call with the second user concerns a reservation for the store at a second date and time that is later than the first date and time, the store call unit 44 will make a call with the store at a first timing based on the content of the call with the first user, and at a second timing that is later than the first timing, the store call unit 44 will make a call with the store based on the content of the call with the second user. Also, if the content of the call with the first user concerns a reservation for the store on the same day, and the content of the call with the second user concerns a reservation for the store at a later date, the store call unit 44 will make a call with the store at a first timing based on the content of the call with the first user, and at a second timing that is later than the first timing, the store call unit 44 will make a call with the store based on the content of the call with the second user.

[0118] As a result, the information processing device 10 according to the embodiment can prioritize transmitting calls requiring immediate attention to stores, thereby improving convenience.

[0119] Furthermore, in the information processing device 10 according to this embodiment, for example, the store call unit 44 makes calls to the store during the store's business hours after the shutdown period has ended.

[0120] As a result, the information processing device 10 according to this embodiment can transmit the content of calls from users during the store's business hours, thereby improving convenience.

[0121] [7. Hardware Configuration] Furthermore, the information processing device 10 according to each embodiment described above can be realized by a computer 1000 having a configuration such as that shown in Figure 8. The following explanation will use the information processing device 10 as an example. Figure 8 is a hardware configuration diagram showing an example of a computer that realizes the functions of the information processing device 10. The computer 1000 has a CPU 1100, ROM 1200, RAM 1300, HDD 1400, communication interface (I / F) 1500, input / output interface (I / F) 1600, and media interface (I / F) 1700.

[0122] The CPU 1100 operates based on programs stored in the ROM 1200 or HDD 1400, and controls various parts. The ROM 1200 stores boot programs executed by the CPU 1100 when the computer 1000 starts up, as well as programs that depend on the computer 1000's hardware.

[0123] The HDD 1400 stores programs executed by the CPU 1100, as well as data used by such programs. The communication interface 1500 receives data from other devices via the communication network 500 (corresponding to network N in this embodiment) and sends it to the CPU 1100, and also transmits data generated by the CPU 1100 to other devices via the communication network 500.

[0124] The CPU 1100 controls output devices such as displays and printers, and input devices such as keyboards and mice, via the input / output interface 1600. The CPU 1100 acquires data from input devices via the input / output interface 1600. The CPU 1100 also outputs the data it generates to output devices via the input / output interface 1600.

[0125] The media interface 1700 reads a program or data stored in the recording medium 1800 and provides it to the CPU 1100 via the RAM 1300. The CPU 1100 loads the program from the recording medium 1800 onto the RAM 1300 via the media interface 1700 and executes the loaded program. The recording medium 1800 is, for example, an optical recording medium such as a DVD (Digital Versatile Disc) or PD (Phase Change Rewritable Disk), a magneto-optical recording medium such as an MO (Magneto-Optical disk), a tape medium, a magnetic recording medium, or a semiconductor memory.

[0126] For example, when computer 1000 functions as information processing device 10, the CPU 1100 of computer 1000 realizes the functions of control unit 40 by executing programs loaded on RAM 1300. The HDD 1400 stores the data in the storage device of information processing device 10. The CPU 1100 of computer 1000 reads and executes these programs from the recording medium 1800, but as another example, these programs may be obtained from other devices via a predetermined communication network.

[0127] [8. Other] Although some embodiments of the present invention have been described in detail above with reference to the drawings, these are illustrative examples, and the present invention can be implemented in various other forms with modifications and improvements based on the knowledge of those skilled in the art, starting with the embodiments described in the disclosure section of the invention.

[0128] Furthermore, the configuration of the aforementioned information processing device 10 can be flexibly changed, for example, by calling external platforms, etc., via APIs (Application Programming Interfaces) or network computing, depending on the function.

[0129] Furthermore, the term "part" in the claims can be replaced with "means," "circuit," etc. For example, "reception part" can be replaced with "reception means" or "reception circuit." [Explanation of symbols]

[0130] 1. Information Processing System 10 Information Processing Devices 20 Communications Department 30 Storage section 31 Store Information Database 32 Model Databases 40 Control Unit 41 Designated Reception Department 42 Reception Department 43 User call section 44 Store Telephone Department 45 Providing Department 100 User Terminals 200 store terminals

Claims

1. During the period when the store stops accepting incoming calls, the reception desk will accept incoming calls from customers to the store. When the reception unit receives an incoming call from a user, the user call unit uses a call model to make a call with the user. At a predetermined timing after the aforementioned downtime has ended, the store call unit, using the call model, makes a call to the store based on the content of the call made with the user by the user call unit. An information processing device characterized by having the following features.

2. The provisioning unit provides the user with the store's response to the content of the phone call with the user. The information processing apparatus according to claim 1, further comprising the above.

3. Designation reception desk that receives the designation of the aforementioned suspension period from the aforementioned store. It further possesses, The aforementioned reception unit is During the aforementioned suspension period designated by the store, the store will accept incoming calls from users. The information processing apparatus according to feature 1.

4. The aforementioned store communication unit is If the content of the call with the user concerns a same-day reservation at the store, the store will make a call to the store regarding the reservation based on the content of that call. The service provider provides the user with information indicating whether or not same-day reservations are possible, based on the content of the phone call with the store. The information processing apparatus according to claim 1, further comprising the features.

5. The aforementioned store communication unit is Immediately after the aforementioned downtime ends, make a call to the store regarding the same-day reservation. The information processing apparatus according to feature 4.

6. The aforementioned store communication unit is If the content of the call with the user concerns a future reservation at the store, then a call regarding the future reservation based on the content of the call will be made to the store. Based on the content of the phone call with the store, the service provider will provide the user with information indicating whether or not the reservation for a later date is possible. The information processing apparatus according to claim 1, further comprising the above.

7. The aforementioned store communication unit is If the content of the call with the user concerns a future reservation at the store, the call based on the content of that call will not be made to the store. A service provider that provides users with content for making reservations at the aforementioned stores within a designated reservation service. The information processing apparatus according to claim 1, further comprising the above.

8. The aforementioned store communication unit is Based on the information entered in the aforementioned content, the call model is used to make a call to the store regarding the reservation. The information processing apparatus according to feature 7.

9. The aforementioned store communication unit is Based on the content of the conversations with each of the multiple users, a call is made to the store. The information processing apparatus according to feature 1.

10. The aforementioned store communication unit is If the content of the call with the first user concerns a reservation for the store at a first date and time, and the content of the call with the second user concerns a reservation for the store at a second date and time that is later than the first date and time, then at the first timing, a call will be made with the store based on the content of the call with the first user, and at the second timing, which is later than the first timing, a call will be made with the store based on the content of the call with the second user. The information processing apparatus according to feature 1.

11. The aforementioned store communication unit is If the content of the call with the first user concerns a same-day reservation at the store, and the content of the call with the second user concerns a future reservation at the store, then at the first timing, a call will be made with the store based on the content of the call with the first user, and at the second timing, which is later than the first timing, a call will be made with the store based on the content of the call with the second user. The information processing apparatus according to feature 1.

12. The aforementioned store communication unit is During the store's business hours after the aforementioned downtime has ended, make a call to the store. The information processing apparatus according to feature 1.

13. A method of information processing performed by a computer, During the period when the store stops accepting incoming calls, the process of receiving incoming calls from users to the store, When an incoming call from a user is received through the aforementioned reception process, a user call process is performed to conduct a call with the user using a call model. At a predetermined timing after the aforementioned downtime has ended, a store call process is initiated using the call model to make a call to the store, based on the content of the call with the user made in the user call process. An information processing method characterized by including

14. During the period when the store stops accepting incoming calls, a procedure for accepting incoming calls from customers to the store, When an incoming call from a user is received through the aforementioned reception procedure, a user call procedure is performed to make a call with the user using a call model, At a predetermined timing after the aforementioned downtime has ended, a store call procedure is performed using the call model, based on the content of the call with the user conducted by the user call procedure, to make a call with the store. An information processing program that causes a computer to execute something.

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