Information processing device and information processing method

Abstract

The present invention provides an information processing device and information processing method that suppresses the user from canceling the interaction. [Solution] The information processing device 1, which is connected to multiple terminals in a communication manner, includes: a dialogue unit 131 that interacts with the user by analyzing the voice of the user using the terminal based on sound information collected by the terminal and outputting a response voice to the user's voice to the terminal; an acquisition unit 132 that acquires situation information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user by the dialogue unit 131; a first determination unit 133 that determines whether the situation is a predetermined situation that makes it difficult for the user to interact, based on the situation information acquired by the acquisition unit 132; and a presentation unit 134 that, based on the determination by the first determination unit 133 that the situation is a predetermined situation, presents to the user that it is possible to continue the conversation by using a second terminal different from the first terminal at a different location from the first terminal.

Description

[Technical Field]

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

[0002] Conventionally, there has been known a dialogue apparatus that causes an avatar to be displayed on a terminal as a dialogue agent and allows the avatar to perform a response based on a voice uttered by a user to thereby conduct a dialogue with the user (see, for example, Patent Document 1). [Prior Art Literature] [Patent Literature]

[0003] [Patent Document 1] Japanese Unexamined Patent Application Publication No. 2024-112283 [Summary of the Invention] [Problem to be Solved by the Invention]

[0004] When a terminal that displays an avatar is installed in a place with heavy human traffic or the like, there has arisen a problem that a user feels it difficult to talk to the avatar because the user feels embarrassed to speak to the avatar or does not want other people to know the content of the dialogue, which results in the user stopping the dialogue.

[0005] Therefore, the present invention has been made in view of these points, and an object of the present invention is to suppress a user from stopping a dialogue. [Means for Solving the Problem]

[0006] An information processing device according to a first aspect of the present invention includes: a dialogue unit that analyzes the voice of a user using the terminal based on sound information collected by the terminal and interacts with the user by outputting a response voice to the user's voice to the terminal; an acquisition unit that acquires situation information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user by the dialogue unit; a first determination unit that determines, based on the situation information acquired by the acquisition unit, whether or not the situation is one of predetermined conditions that make it difficult for the user to interact; and a presentation unit that, based on the determination by the first determination unit that the situation is one of predetermined conditions, presents to the user that it is possible to continue the dialogue by using another terminal different from the terminal at a different location from the terminal.

[0007] The information processing device further includes a second determination unit that, when the other terminal collects sound information, determines whether the user who was using the terminal and the user using the other terminal are the same user, based on the sound information collected by the terminal and the sound information collected from the other terminal. The dialogue unit may, based on the second determination unit's determination that the user who was using the terminal and the user using the other terminal are the same user, continue the dialogue with the user of the other terminal, taking over the content of the dialogue that was taking place on the terminal.

[0008] The second determination unit may determine whether the user using the terminal and the user using the other terminal are the same user, based on the characteristics of the voice indicated by the sound information collected by the terminal and the characteristics of the voice indicated by the sound information collected from the other terminal.

[0009] The presentation unit stores the content of the dialogue between the dialogue unit and the user in a storage unit, associating it with identification information for identifying the content of the dialogue, and informs the user that the dialogue can be continued by using the other terminal, and displays the identification information on the display unit of the terminal. The dialogue unit may then take over the content of the dialogue stored in the storage unit in association with the identification information received from the other terminal and engage in dialogue with the user of the other terminal.

[0010] The other terminal is a mobile terminal owned by the user, and the display unit stores in the storage unit the content of the dialogue between the dialogue unit and the user and identification information for identifying the content of the dialogue in association with each other, and displays to the user that the dialogue can be continued by using the mobile terminal, and displays on the display unit of the terminal dialogue continuation information, which includes the identification information and allows the mobile terminal to request the continuation of the dialogue, and is readable by the mobile terminal, and the dialogue unit may receive the identification information from the mobile terminal that has read the dialogue continuation information, and based on the received identification information, take over the content of the dialogue that was being conducted on the terminal and continue the dialogue with the user of the mobile terminal.

[0011] The acquisition unit may acquire sound information collected by the terminal as situational information, and the first determination unit may identify the content of the user's dialogue based on the sound information acquired by the acquisition unit, and determine whether or not the predetermined situation is met based on the identified content of the dialogue.

[0012] The first determination unit may determine that the predetermined situation exists if the content of the identified dialogue concerns the user's finances or illness.

[0013] The acquisition unit may acquire the sound information collected by the terminal as situational information, and the first determination unit may determine that the predetermined situation exists when the ambient sound indicated by the sound information acquired by the acquisition unit includes the voices of multiple people.

[0014] The acquisition unit may acquire the sound information collected by the terminal as situational information, and the first determination unit may determine that the predetermined situation is met when the user's voice, as indicated by the sound information acquired by the acquisition unit, becomes quieter over time.

[0015] The acquisition unit acquires sound information collected by the terminal as situational information, and the first determination unit analyzes the user's voice indicated by the sound information acquired by the acquisition unit, and may determine that the predetermined situation exists if the user's voice contains a predetermined word indicating a specific hesitation.

[0016] The acquisition unit acquires video information showing the surroundings of the terminal captured by the terminal as the situation information, and the first determination unit determines whether the person other than the user is related to the user if the video information shows the user and another person. If it determines that the other person is not related to the user, it may determine that the predetermined situation is met.

[0017] The first determination unit may determine that if the video information shows multiple people other than the user, and these multiple people are not talking to each other or looking at each other, then the multiple people other than the user are not related to the user. The first determination unit may determine whether the other person is related to the user based on the position of the user and the position of the other person in the video shown by the video information.

[0018] An information processing method according to a second aspect of the present invention is executed by a computer, and comprises the steps of: analyzing a voice of a user who uses a terminal based on sound information collected by the terminal, and interacting with the user by causing the terminal to output a response voice to the user's voice; acquiring situation information indicating a surrounding situation of the terminal collected by the terminal during an interaction with the user; determining based on the acquired situation information whether the situation is a predetermined situation predefined as a situation in which it is difficult for the user to interact; and presenting to the user, based on determining that the situation is the predetermined situation, that the interaction can be continued by using another terminal different from the terminal at a location different from the terminal. Effects of the Invention

[0019] According to the present invention, there is produced an effect that it is possible to suppress a user from discontinuing an interaction. Brief Description of the Drawings

[0020] [Figure 1] It is a diagram showing an outline of an information processing apparatus. [Figure 2] It is a diagram showing a functional configuration of an information processing apparatus. [Figure 3] It is a diagram for explaining a voice interaction method. [Figure 4] It is a flowchart showing a flow of processing in an information processing apparatus. Mode for Carrying Out the Invention

[0021] Outline of Information Processing Apparatus 1 FIG. 1 is a diagram outlining an information processing apparatus 1. The information processing apparatus 1 is a computer that causes, for example, a display unit of a first terminal 2 installed at a storefront of a store such as a retail store or a financial institution or a government office, and a second terminal 3 installed at a location different from the first terminal 2, to display a person who interacts with a user, causes sound output units of these terminals to output the voice of the person, and operates the person to interact with the user. The information processing apparatus 1 is communicably connected to the first terminal 2 and the second terminal 3.

[0022] The first terminal 2 is a computer such as a personal computer or a tablet that can be used first by a user who has visited a store or a government office. The second terminal 3 is a computer such as a personal computer or a tablet installed at a location different from that of the first terminal 2. For example, the second terminal 3 is provided in a private room or a booth where fewer people pass by compared to the position where the first terminal 2 is installed. Note that the second terminal 3 is a terminal provided by the store or government office, but is not limited thereto, and may be a mobile terminal such as a smartphone owned by the user.

[0023] First, the information processing apparatus 1 interacts with the user by causing the first terminal 2 to output response information corresponding to the dialogue information based on dialogue information about the dialogue received by the first terminal 2 from the user. Interaction with the user is repeatedly performed in response to receiving dialogue information.

[0024] The information processing apparatus 1 acquires situation information indicating the surrounding situation of the first terminal 2 collected by the first terminal 2 during interaction with the user ((1) in FIG. 1). Based on the acquired situation information, the information processing apparatus 1 determines whether the situation is a predetermined situation predefined as a situation in which it is difficult for the user to interact ((2) in FIG. 1). When the information processing apparatus 1 determines that the situation is the predetermined situation, it presents usage guidance information indicating that the interaction can be continued by using the second terminal 3 as another terminal at a location different from the first terminal 2 to the first terminal 2 ((3) in FIG. 1).

[0025] This allows the user to move to the location where the second terminal 3 is installed and continue the conversation that was taking place using the first terminal 2 by using the second terminal 3. In this way, the information processing device 1 can prevent the user from discontinuing the conversation due to difficulty in continuing the conversation.

[0026] [Functional configuration of the information processing device 1] Next, the functions of the information processing device 1 will be explained. Figure 2 is a diagram showing the functional configuration of the information processing device 1. The information processing device 1 includes a communication unit 11, a storage unit 12, and a control unit 13.

[0027] The communication unit 11 is a communication interface for sending and receiving data with external devices such as the first terminal 2 and the second terminal 3 via a communication network such as the internet or a mobile phone line. The memory unit 12 is a storage medium for storing various types of data, and includes ROM (Read Only Memory), RAM (Random Access Memory), and hard disks. The memory unit 12 stores programs to be executed by the control unit 13. The memory unit 12 stores programs that cause the control unit 13 to function as the dialogue unit 131, acquisition unit 132, first determination unit 133, presentation unit 134, and second determination unit 135.

[0028] The control unit 13 is, for example, a CPU (Central Processing Unit). The control unit 13 functions as an interaction unit 131, an acquisition unit 132, a first determination unit 133, a presentation unit 134, and a second determination unit 135 by executing a program stored in the memory unit 12.

[0029] [Dialogue method used by Dialogue Unit 131] The dialogue unit 131 interacts with the user by causing the terminal to output response information corresponding to the dialogue information received from the user by the first terminal 2 or the second terminal 3. In the following description, when the first terminal 2 and the second terminal 3 are not distinguished, they will simply be referred to as terminals.

[0030] The dialogue unit 131, for example, displays a virtual human, a virtual person generated using computer graphics, on the terminal's display unit as a person to interact with the user. The dialogue unit 131 then enables interaction between the virtual human and the user by outputting the virtual human's voice to the terminal's sound output unit, outputting the virtual human's messages to the terminal's display unit, and changing the virtual human's facial expressions in response to the user's responses.

[0031] In this embodiment, the dialogue unit 131 interacts with the user, for example, using a voice dialogue method. Figure 3 is a diagram illustrating the voice dialogue method. First, the acquisition unit 132 acquires sound information collected by the terminal as dialogue information from the terminal in order to realize the voice dialogue method.

[0032] The voice interaction method is a dialogue method that interacts with the user by analyzing the user's voice contained in the sound information collected by the terminal and outputting a response voice to the user's voice as response information to the terminal. In the voice interaction method, as shown in Figure 3, a virtual human is displayed on the terminal's display, and a response voice is output from the terminal, while the display is controlled so that the virtual human speaks the response voice.

[0033] In this embodiment, the dialogue unit 131 interacts with the user using a voice dialogue method, but it is not limited to this. The dialogue unit 131 may also interact with the user using a selection dialogue method, where it displays one or more candidate answers as response information on the display unit of the first terminal 2, and receives the user's answers as dialogue information via an operation unit such as a touch panel or buttons superimposed on the display unit of the first terminal 2. The response voice in the voice dialogue method and the response information in the selection dialogue method may be generated, for example, by using artificial intelligence (AI).

[0034] Furthermore, the acquisition unit 132 acquires terminal type information indicating whether the terminal is the first terminal 2 or the second terminal 3, in order to identify whether the terminal is the first terminal 2 or the second terminal 3.

[0035] [Determining whether the situation is one where dialogue is difficult] The acquisition unit 132 and the first determination unit 133 work together to determine whether the situation in which the user is interacting with the virtual human is one of the predetermined situations that make it difficult for the user to interact.

[0036] First, the acquisition unit 132 acquires situational information indicating the surrounding environment of the first terminal 2, which is collected by the first terminal 2 during the dialogue between the virtual human and the user via the dialogue unit 131. For example, the acquisition unit 132 acquires sound information as situational information, which includes the user's voice and the sounds around the first terminal 2, collected by the first terminal 2 during the dialogue between the user and the dialogue unit 131. The acquisition unit 132 also acquires video information indicating the surrounding environment of the first terminal 2, which is captured by an imaging device installed on the first terminal 2 that images the area around the first terminal 2, as situational information.

[0037] The first determination unit 133 determines, based on the situation information acquired by the acquisition unit 132, whether the user's situation is a predetermined situation that makes it difficult for the user to interact. A predetermined situation is, for example, a situation in which it is difficult for the user to interact because the user is concerned about the presence of other users around the first terminal 2, or because the user is embarrassed to speak and interact with the virtual human.

[0038] The first determination unit 133 determines whether the user's situation is a predetermined situation if the terminal type information acquired by the acquisition unit 132 indicates the first terminal 2. The first determination unit 133 may determine whether the user's situation is a predetermined situation regardless of whether the terminal the user is using is the first terminal 2 or the second terminal 3.

[0039] The first determination unit 133 identifies the content of the user's dialogue based on the sound information acquired by the acquisition unit 132, and determines whether a predetermined situation exists based on the identified dialogue content. For example, the first determination unit 133 analyzes the sound information acquired by the acquisition unit 132 as situation information and identifies the user's voice and ambient sounds that are different from the user's voice. The first determination unit 133 identifies the content of the user's dialogue by analyzing the user's voice identified from the sound information. The first determination unit 133 determines that a predetermined situation exists if the content of the dialogue identified from the user's voice concerns the user's finances or illness. For example, the content of the dialogue concerning finances may be loans or consultations regarding the user's asset management. The content of the dialogue concerning illness may be consultations regarding medical treatment for the user or related parties, or consultations regarding insurance. For example, keywords related to finances or illnesses may be stored in the memory unit 12 in advance. The first determination unit 133 then determines that a predetermined situation exists if the text information indicating the content of the dialogue identified from the user's voice contains the keywords stored in the memory unit 12.

[0040] Furthermore, the first determination unit 133 determines that a predetermined situation exists if the ambient sound included in the sound information contains the voices of multiple people. Also, the first determination unit 133 determines that a predetermined situation exists if the user's voice indicated by the sound information becomes quieter over time.

[0041] Furthermore, the first determination unit 133 analyzes the user's voice indicated by the sound information and determines that a predetermined situation exists if the user's voice contains specific hesitant words such as "um," "uh," or "excuse me."

[0042] Furthermore, the first determination unit 133 analyzes the video information acquired by the acquisition unit 132 as situation information and determines that a predetermined situation exists if a person who is not related to the user is shown in the video. For example, the first determination unit 133 determines whether the video information acquired by the acquisition unit 132 shows the user and a person who is not related to the user.

[0043] Then, if the first determination unit 133 determines that the user and another person other than the user are visible in the video, it determines whether or not the other person is related to the user. Based on the state of the other person visible in the video, the first determination unit 133 determines whether or not a person who is not related to the user is visible in the video.

[0044] For example, the first determination unit 133 analyzes the video information acquired by the acquisition unit 132 and, if multiple people other than the user are visible in the video, determines whether the multiple different people are talking to each other or looking at each other. If the first determination unit 133 determines that the multiple different people are not talking to each other or looking at each other, it determines that the multiple different people are not related to the user and that the video contains people who are not related to the user.

[0045] Furthermore, the first determination unit 133 has determined that multiple different people are not related to the user if it determines that multiple different people are not talking to each other or not looking at each other, but it is not limited to this. The first determination unit 133 may also determine whether different people are related to the user based on the user's position in the video shown by the video information acquired by the acquisition unit 132 and the positions of the different people.

[0046] For example, the first determination unit 133 determines that if all the different people in the video are located to the side of the user's position, those different people are related to the user, and that no people who are not related to the user are shown in the video. Also, if all the different people are not located to the side of the user's position, the first determination unit 133 determines that there are people who are not related to the user in the video. In this way, the information processing device 1 can determine that the situation around the first terminal 2 is a predetermined situation, for example, if a user different from the user is standing behind the user or moving behind the user to use the first terminal 2.

[0047] In the above description, the first determination unit 133 determined whether the user's situation was a predetermined situation based on the sound information and video information acquired by the acquisition unit 132, but it is not limited to this. The first determination unit 133 may also determine whether the situation is a predetermined situation based on the sound information and video information acquired by the acquisition unit 132. For example, the first determination unit 133 may calculate a score indicating the likelihood that the situation is a predetermined situation based on the sound information and video information acquired by the acquisition unit 132, and determine that the situation is a predetermined situation if the sum of the calculated scores exceeds a predetermined threshold.

[0048] The predetermined situations that make it difficult for a user to communicate are, for example, situations where the user is distracted by the presence of other users around the first terminal 2, but are not limited to this. The predetermined situation may also be a situation where it is difficult for the user to communicate because the surroundings of the first terminal 2 are noisy. The first determination unit 133 may determine that the predetermined situation exists if the volume of ambient noise included in the sound information is above a predetermined volume.

[0049] [Continuing conversation using other devices] Based on the determination by the first determination unit 133 that a predetermined situation exists, the presentation unit 134 presents to the user that it is possible to continue the conversation by using a second terminal 3, which is a different terminal from the first terminal 2, at a different location from the first terminal 2.

[0050] For example, when the first determination unit 133 determines that a predetermined situation exists, the display unit 134 displays user guidance information on the first terminal 2 indicating that it is possible to continue the conversation with the virtual human by using the second terminal 3, which is located in a different location from the first terminal 2, thereby informing the user that the conversation can be continued. The user guidance information includes, for example, information indicating the location of the second terminal 3.

[0051] In this case, the dialogue unit 131 may, in response to the first determination unit 133 determining that a predetermined situation exists, ask the user whether it is difficult for the user to communicate at the location of the first terminal 2. Then, in response to the dialogue unit 131 receiving a response from the user indicating that it is difficult for the user to communicate, the presentation unit 134 may present user guidance information to the first terminal 2, thereby informing the user that it is possible to continue the conversation by using the second terminal 3. As a result, the user can move to a private room or booth where the second terminal 3 is installed and communicate using the second terminal 3.

[0052] The second determination unit 135, upon the start of a dialogue by the dialogue unit 131, determines whether the terminal from which the dialogue was initiated is the first terminal 2 or the second terminal 3, based on the terminal type information acquired by the acquisition unit 132. When the second determination unit 135 determines that a dialogue has been initiated on the second terminal 3, which is another terminal, it determines whether the user who was using the first terminal 2 and the user who is using the second terminal 3 are the same user. For example, the second determination unit determines whether the user who was using the first terminal 2 and the user who is using the second terminal 3 are the same user, based on the characteristics of the voice indicated by the sound information collected by the first terminal 2 and the characteristics of the voice indicated by the sound information collected from the second terminal 3.

[0053] In this case, for example, the presentation unit 134 stores in the storage unit 12 a correlation between feature information indicating the characteristics of the user's voice included in the sound information acquired from the first terminal 2 and the content of the conversation between the user and the virtual human. When the acquisition unit 132 acquires sound information indicating the sound collected by the second terminal 3, the second determination unit 135 identifies the characteristics of the user's voice included in the sound information, and if feature information corresponding to the identified characteristics is stored in the storage unit 12, it determines that the user who was using the first terminal 2 and the user who is using the second terminal 3 are the same user.

[0054] Based on the second determination unit 135's determination that the user using the first terminal 2 and the user using the second terminal 3 are the same user, the dialogue unit 131 identifies the content of the dialogue associated with the feature information indicating the voice characteristics of the user identified by the second determination unit as the content of the dialogue that took place on the first terminal 2. Then, the dialogue unit 131 takes over the identified content of the dialogue that took place on the first terminal 2 and engages in dialogue with the user on the second terminal 3.

[0055] Furthermore, the second determination unit 135 determined, but is not limited to, whether the user using the first terminal 2 and the user using the second terminal 3 were the same user, based on the characteristics of the voice indicated by the sound information collected by the first terminal 2 and the characteristics of the voice indicated by the sound information collected by the second terminal 3.

[0056] The second determination unit 135 may determine whether the user using terminal 2 and the user using terminal 3 are the same user by comparing the user's characteristics shown in the video information acquired by the acquisition unit 132 from terminal 1 and terminal 2 respectively. Alternatively, the second determination unit 135 may determine whether the user using terminal 2 and the user using terminal 3 are the same user based on the audio characteristics shown in the sound information collected by terminal 1 and terminal 2 and terminal 3, and the user's characteristics shown in the video information acquired by terminal 1 and terminal 2 and terminal 3. Furthermore, the second determination unit 135 may determine whether the user using terminal 2 and the user using terminal 3 are the same user based on whether or not information for identifying the user using terminal 2 has been acquired from terminal 3.

[0057] In this case, the presentation unit 134 informs the user that the conversation can be continued by using the second terminal 3, and displays conversation identification information on the display unit of the second terminal 3 to identify the content of the conversation, which serves as information to identify the user who was using the first terminal 2. The conversation identification information is, for example, a predetermined password or keyword. In addition, when presenting the user guidance information, the presentation unit 134 stores the content of the conversation with the user by the conversation unit 131 and the conversation identification information in the storage unit 12, associating them.

[0058] When a dialogue is initiated on the second terminal 3, the dialogue unit 131 accepts a choice from the user whether to continue a dialogue that has already taken place between the user and the virtual human. If the dialogue unit 131 accepts a choice to continue the dialogue, it receives dialogue identification information from the user via the second terminal 3.

[0059] The second determination unit 135 determines that the user using the first terminal 2 and the user using the second terminal 3 are the same user, if the dialogue identification information received from the user is stored in the storage unit 12.

[0060] The dialogue unit 131 stores dialogue identification information received from the user via the second terminal 3 in the storage unit 12. If the second determination unit 135 determines that the user using the first terminal 2 and the user using the second terminal 3 are the same user, the dialogue unit 131 takes over the content of the dialogue associated with the dialogue identification information and engages in dialogue with the user of the terminal.

[0061] Furthermore, the display unit 134 may display on the first terminal 2 that the conversation can be continued by using the user's mobile terminal, thereby informing the user that the conversation can be continued, and may also display on the display unit of the first terminal 2 conversation continuation information, which includes conversation identification information and is readable by the mobile terminal, for the mobile terminal to request the continuation of the conversation.

[0062] Here, the dialogue continuation information is the address of the dialogue webpage for continuing the dialogue with the virtual human. The address of the dialogue webpage is the address of the information processing device 1, and this address includes dialogue identification information as a parameter. The display unit 134 causes the display unit of the first terminal 2 to display a two-dimensional code such as a QR code (registered trademark) indicating the dialogue continuation information.

[0063] The dialogue unit 131 can initiate a dialogue using a virtual human via the dialogue webpage when a two-dimensional code is read by the user's mobile device and the mobile device accesses the dialogue webpage.

[0064] The dialogue unit 131 receives dialogue identification information from the mobile terminal acting as the second terminal 3, which has read the dialogue continuation information. For example, when the user's mobile terminal, acting as the second terminal 3, reads the dialogue continuation information and accesses the information processing device 1, the dialogue unit 131 receives the dialogue identification information contained in the dialogue continuation information. Based on the received dialogue identification information, the dialogue unit 131 takes over the content of the dialogue that was taking place on the first terminal 2 and continues the dialogue with the user on the mobile terminal. In this way, the user can continue the dialogue with the virtual human that was taking place on the first terminal 2 with a simple operation of reading a two-dimensional code.

[0065] [flowchart] Next, the processing flow of the information processing device 1 will be explained. Figure 4 is a flowchart showing the processing flow in the information processing device 1. The processing in this flowchart is initiated when the first terminal 2 or the second terminal 3 receives a command to start a dialogue from the user. Although not shown in this flowchart, the acquisition unit 132 acquires situational information, including voice information, collected by the first terminal 2 or the second terminal 3 as needed.

[0066] First, the second determination unit 135 determines whether a dialogue has been initiated by the first terminal 2 (S1). If the second determination unit 135 determines that a dialogue has been initiated by the first terminal 2 (YES in S1), it moves the process to S2. If it determines that a dialogue has not been initiated by the first terminal 2, that is, that a dialogue has been initiated by the second terminal 3 (NO in S1), it moves the process to S6.

[0067] Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S2). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S2), it terminates the processing related to this flowchart. If it determines that the dialogue by the dialogue unit 131 has not ended (NO in S2), it moves the processing to S3.

[0068] Next, the first determination unit 133 determines whether the user's situation is a predetermined situation (S3). If the first determination unit 133 determines that the user's situation is a predetermined situation (YES in S3), it moves the process to S4. If it determines that the user's situation is not a predetermined situation (NO in S3), it moves the process to S2.

[0069] Next, the display unit 134 displays user guidance information on the first terminal 2 indicating that the user can continue interacting with the virtual human by using the second terminal 3, which is located in a different location from the first terminal 2 (S4). The display unit 134 also stores the characteristic information indicating the characteristics of the user's voice included in the sound information acquired from the first terminal 2 and the content of the conversation between the user and the virtual human in the storage unit 12 (S5), and then terminates the processing of this flowchart.

[0070] In S6, the second determination unit 135 determines whether the user using the second terminal 3 is the same user as the user using the first terminal 2, that is, whether the user using the second terminal 3 is the same user as the user who was using the first terminal 2. If the second determination unit 135 determines that the user is the same user as the user who was using the first terminal 2 (YES in S6), it moves the process to S7. If it determines that the user is not the same user as the user who was using the first terminal 2 (NO in S6), it moves the process to S8.

[0071] In S7, the dialogue unit 131 identifies the content of the dialogue stored in the memory unit 12, which is associated with the feature information indicating the characteristics of the user's voice identified by the second determination unit, as the content of the dialogue that was taking place at the first terminal 2, and then takes over the identified content of the dialogue at the first terminal 2 and conducts a dialogue with the user at the second terminal 3.

[0072] Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S8). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S8), it terminates the processing related to this flowchart. If it determines that the dialogue by the dialogue unit 131 has not ended (NO in S8), it re-executes S8.

[0073] [Differentiation] In the above-described embodiment, the presentation unit 134, when the first determination unit 133 determines that a predetermined situation exists, presents to the user that the conversation can be continued by using the second terminal 3. However, the system is not limited to this. The presentation unit 134 may output both guidance on continuing the conversation by using the second terminal 3 and guidance on continuing the conversation using the selection dialogue method when the first determination unit 133 determines that a predetermined situation exists, and may accept which of the two conversation continuation methods the user chooses. Furthermore, if the presentation unit 134 accepts the user's choice to continue the conversation using the selection dialogue method, it may switch the dialogue method from the voice dialogue method to the selection dialogue method.

[0074] Furthermore, the presentation unit 134 may control whether to guide the user to continue the conversation using the second terminal 3 or to continue the conversation using the selection dialogue method, based on the content of the user's conversation when the first determination unit 133 determines that a predetermined situation exists. For example, the presentation unit 134 may guide the user to continue the conversation using the second terminal 3 if the content of the user's conversation when the first determination unit 133 determines that a predetermined situation exists is related to the user's finances or illness, and guide the user to continue the conversation using the selection dialogue method if the content of the user's conversation is not related to the user's finances or illness. In this way, the information processing device 1 can make it easier for the user to continue the conversation on the first terminal 2 when the content of the user's conversation is not related to the user's finances or illness and the user's privacy information will not be leaked to other users.

[0075] [Effects of Information Processing Device 1] As described above, the information processing device 1 according to this embodiment, when it determines that the situation during interaction with a user using the first terminal 2 is one of predetermined situations in which it is difficult for the user to continue the interaction, presents to the user that it is possible to continue the interaction by using the second terminal 3 at a different location from the first terminal 2. In this way, the information processing device 1 can prevent the user from discontinuing the interaction.

[0076] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations-led Sustainable Development Goals (SDGs), "Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation."

[0077] Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of its gist. For example, all or part of the apparatus can be configured by functionally or physically distributing and integrating in any unit. Furthermore, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effects of the new embodiments resulting from the combinations are combined with the effects of the original embodiments. [Explanation of Symbols]

[0078] 1. Information Processing Device 2. First Terminal 3. Second Terminal 11 Communications Department 12 Storage section 13 Control Unit 131 Dialogue Section 132 Acquisition Department 133 1st Judgment Department 134 Presentation section 135 Second Judgment Section

Claims

1. A dialogue unit that interacts with the user by analyzing the voice of the user using the terminal based on sound information collected by the terminal and outputting a response voice to the user's voice to the terminal, An acquisition unit that acquires situational information indicating the surrounding conditions of the terminal collected by the terminal during the dialogue with the user by the dialogue unit, A first determination unit determines whether the situation is one in which the user is in a predetermined state that is difficult to communicate with, based on the situation information acquired by the acquisition unit. Based on the determination by the first determination unit that the predetermined conditions are met, a presentation unit presents to the user that the conversation can be continued by using another terminal different from the terminal at a different location from the terminal, An information processing device having

2. When the aforementioned other terminal collects sound information, the system further includes a second determination unit that determines, based on the sound information collected by the terminal and the sound information collected from the other terminal, whether the user who was using the terminal and the user using the other terminal are the same user. Based on the second determination unit's determination that the user using the terminal and the user using the other terminal are the same user, the dialogue unit continues the dialogue with the user of the other terminal, taking over the content of the dialogue that was taking place on the terminal. The information processing apparatus according to claim 1.

3. The second determination unit determines whether the user using the terminal and the user using the other terminal are the same user, based on the characteristics of the voice indicated by the sound information collected by the terminal and the characteristics of the voice indicated by the sound information collected from the other terminal. The information processing apparatus according to claim 2.

4. The presentation unit stores the content of the dialogue between the user and the dialogue unit in a storage unit, associating it with identification information for identifying the content of the dialogue, and informs the user that the dialogue can be continued by using another terminal, and displays the identification information on the display unit of the terminal. The dialogue unit takes over the content of the dialogue stored in the storage unit in association with the identification information received from the other terminal and performs dialogue with the user of the other terminal. The information processing apparatus according to claim 2.

5. The aforementioned other terminal is a mobile terminal owned by the aforementioned user. The display unit stores in the storage unit the content of the dialogue between the dialogue unit and the user and identification information for identifying the content of the dialogue in association with the content of the dialogue, and displays in the display unit of the terminal dialogue continuation information, which includes the identification information and allows the mobile terminal to request the continuation of the dialogue, and which is readable by the mobile terminal. The dialogue unit receives the identification information from the mobile terminal that has read the dialogue continuation information, and, based on the received identification information, takes over the content of the dialogue that was taking place on the terminal and engages in dialogue with the user of the mobile terminal. The information processing apparatus according to claim 2.

6. The acquisition unit acquires the sound information collected by the terminal as situational information. The first determination unit identifies the content of the user's dialogue based on the sound information acquired by the acquisition unit, and determines whether or not the predetermined situation is met based on the identified content of the dialogue. The information processing apparatus according to claim 1.

7. The first determination unit determines that the predetermined situation exists if the content of the identified dialogue concerns the user's finances or illness. The information processing apparatus according to claim 6.

8. The acquisition unit acquires the sound information collected by the terminal as situational information. The first determination unit determines that the predetermined situation exists when the ambient sound indicated by the sound information acquired by the acquisition unit includes the voices of multiple people. The information processing apparatus according to claim 1.

9. The acquisition unit acquires the sound information collected by the terminal as situational information. The first determination unit determines that the predetermined situation exists when the sound information acquired by the acquisition unit indicates that the user's voice is getting quieter over time. The information processing apparatus according to claim 1.

10. The acquisition unit acquires the sound information collected by the terminal as situational information. The first determination unit analyzes the user's voice indicated by the sound information acquired by the acquisition unit, and determines that the predetermined situation exists if the user's voice contains a predetermined word indicating a specific hesitation. The information processing apparatus according to claim 1.

11. The acquisition unit acquires video information showing the surroundings of the terminal captured by the terminal as the situation information. The first determination unit determines whether the person other than the user is related to the user if the video information shows the user and another person other than the user, and if it determines that the other person is not related to the user, it determines that the predetermined situation is met. The information processing apparatus according to claim 1.

12. The first determination unit determines that if the video information shows multiple people other than the user, and these multiple people are not talking to each other or looking at each other, then the multiple people are not related to the user. The information processing apparatus according to claim 11.

13. The first determination unit determines whether the other person is related to the user based on the position of the user and the position of the other person in the video shown by the video information. The information processing apparatus according to claim 11.

14. A computer executes The process involves analyzing the voice of a user using the terminal based on sound information collected by the terminal, and having the terminal output a response voice to the user's voice, thereby engaging in dialogue with the user; The steps include: acquiring situational information indicating the surrounding conditions of the terminal, which was collected by the terminal during the interaction with the user; Based on the acquired situation information, the step of determining whether the situation is one of predetermined conditions that make it difficult for the user to communicate, Based on the determination that the predetermined conditions are met, the user is informed that the conversation can be continued by using another terminal at a different location from the terminal. An information processing method having

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