Counter service machine, counter service system, counter service method, and counter service program

Abstract

To provide technology that supports the work of station staff and reduces their workload. [Solution] A window processing machine operated by a station attendant according to the embodiment, comprising: a display control unit that displays ticket information, including media information obtained from a ticket held by a passenger that cannot be used due to an error, and a support button on a display, and detects when the support button is pressed by the station attendant; a window processing machine application control unit that, in response to the pressing of the support button, obtains optimal processing information, including support information for resolving the ticket error, created using a trained model learned from learning information including processing results for past errors, and controls the machine to display the optimal processing information on the display; and an output control unit that outputs a write instruction to rewrite the media information according to instructions from the station attendant who has identified the cause of the error based on the optimal processing information.

Description

Technical Field

[0001] Embodiments of the present invention relate to a counter processing machine, a counter processing system, a counter processing method, and a counter processing program.

Background Art

[0002] At stations such as those for railways, when a passenger inserts a ticket into station service equipment such as a ticket gate and an error occurs, counter service handled by a station staff member is required. Station staff members use station service equipment to check ticket information and resolve the cause of the ticket error. The causes of ticket errors are diverse, so proficiency is required for station staff members.

[0003] For example, Patent Document 1 discloses a technology that outputs warnings and advices based on past data for information input to station service equipment, so as to call station staff members' attention.

Prior Art Literature

Patent Literature

[0004]

Patent Document 1

Summary of the Invention

Problem to be Solved by the Invention

[0005] Currently, aging of station staff is progressing due to factors such as population decline, and reducing the workload of station staff has become an issue. There is also a demand for providing support technology that allows even inexperienced station staff to easily resolve the causes of ticket errors.

[0006] The present invention has been made in view of the above circumstances, and an object of the present invention is to provide a technology capable of supporting the work of station staff and reducing the workload of station staff.

Means for Solving the Problem

[0007] The window processing machine operated by a station attendant according to this embodiment includes: a display control unit that displays ticket information, including media information obtained from a ticket held by a passenger that cannot be used due to an error, and a support button on a display, and detects when the station attendant presses the support button; a window processing machine application control unit that, in response to the press of the support button, obtains optimal processing information, including support information for resolving the error in the ticket, created using a trained model learned from learning information including processing results for past errors, and controls the machine to display the optimal processing information on the display; and an output control unit that outputs a write instruction to rewrite the media information according to instructions from the station attendant who has identified the cause of the error based on the optimal processing information. [Brief explanation of the drawing]

[0008] [Figure 1] Figure 1 is a conceptual diagram showing an example of a counter processing system according to the first embodiment. [Figure 2] Figure 2 is a block diagram showing an example of the hardware configuration of a higher-level server according to the first embodiment and the software configuration associated with said hardware configuration. [Figure 3] Figure 3 shows an example of the training information stored in the trained dataset storage unit according to the first embodiment. [Figure 4] Figure 4 is a block diagram showing an example of the hardware configuration of station equipment according to the first embodiment and the software configuration associated with said hardware configuration. [Figure 5] Figure 5 is a sequence diagram showing an example of the error resolution operation process according to the first embodiment. [Figure 6] Figure 6 shows an example of ticket information displayed on a station staff display according to the first embodiment. [Figure 7] Figure 7 shows an example of a list of recommended candidates displayed on a station staff display according to the first embodiment. [Figure 8]Figure 8 shows an example of recommended candidate guidance displayed on a station staff display according to the first embodiment. [Figure 9] Figure 9 shows an example of a chat screen displayed on a station staff display according to the first embodiment. [Figure 10] Figure 10 is a conceptual diagram showing an example of a counter processing system according to the second embodiment. [Figure 11] Figure 11 is a block diagram showing an example of the hardware configuration of a higher-level server and the software configuration associated with said hardware configuration according to the second embodiment. [Figure 12] Figure 12 is a sequence diagram showing an example of the error resolution operation process according to the second embodiment. [Modes for carrying out the invention]

[0009] The counter service machine, counter service system, counter service method, and counter service program will be described in detail below with reference to the drawings. In the following embodiments, parts with the same number are assumed to perform the same operation, and therefore repeated explanations will be omitted. For example, when there are multiple identical or similar elements, a common reference numeral may be used to describe each element without distinction, or a sub-number may be used in addition to the common reference numeral to describe each element separately.

[0010] [First Embodiment] (composition) Figure 1 is a conceptual diagram showing an example of a counter processing system according to the first embodiment. As shown in Figure 1, the ticket counter processing system includes a higher-level server 1, station equipment 2, etc. It is also assumed that there is a station employee 3 operating the station equipment 2 and a passenger 4 wishing to resolve a ticket error. The ticket can be any type of ticket, such as a magnetic ticket, IC card ticket, or 2D code ticket. Furthermore, the ticket may be CBT (Card Based Ticketing) or ABT (Account Based Ticketing).

[0011] The host server 1 is a server communicably connected to station equipment 2, and installed in a predetermined place managed by a transportation business operator such as a railway business operator or a bus business operator. The host server 1 is a support server that supports the resolution of ticket errors. Note that the host server may be integrated with any server connectable to the station equipment 2, such as a management server for managing ticket information or the like by a CBT method or an ABT method.

[0012] The station equipment 2 is a counter processing machine installed in a predetermined place available to a station attendant 3 in a station yard, for example, a counter 20 or the like. The station equipment 2 may be an attendant processing terminal or the like. That is, the station equipment 2 may be any equipment that is used by the station attendant 3 and can resolve ticket errors. Although only one piece of station equipment 2 is shown in FIG. 1 for simplification, a plurality of pieces of station equipment 2 may be installed in the station yard. It goes without saying that the host server 1 may be connected to the station equipment 2 installed in a plurality of stations.

[0013] The station attendant 3 is an attendant who can use the station equipment 2, and a passenger 4 is a user (including employees of railway business operators and the like) who has an error occurred in a ticket and desires resolution of the error. Here, the error may be any error determined by an automatic ticket gate or the like in a station yard such that ticket information stored in the ticket or stored in a management server does not allow passage.

[0014] As shown in FIG. 1, the passenger 4 makes a request for resolving a ticket error to the station attendant 3. The station attendant 3 uses the station equipment 2 to perform error resolving work. Then, the passenger 4 receives the ticket after the error has been resolved. As described above, since there are various types of errors, the station attendant 3 needs to identify the cause of the error and perform error resolving work corresponding to the identified error. For example, in the first embodiment, the host server 1 provides support information so as to reduce this error resolving work.

[0015] FIG. 2 is a block diagram showing an example of the hardware configuration of an upper server 1 according to the first embodiment and the software configuration associated with the hardware configuration. First, details of the hardware configuration of the upper server 1 will be described. The upper server 1 includes a control unit 11, a program storage unit 12, a data storage unit 13, a communication interface 14, and an input / output interface 15. The control unit 11, the program storage unit 12, the data storage unit 13, the communication interface 14, and the input / output interface 15 are communicably connected to each other via a bus.

[0016] The upper server 1 can implement various operations by a computer such as a PC (Personal Computer).

[0017] The control unit 11 controls the upper server 1. The control unit 11 includes a hardware processor such as a CPU (Central Processing Unit).

[0018] The program storage unit 12 is configured by combining, for example, a non-volatile memory capable of writing and reading at any time such as an SSD (Solid State Drive) and a non-volatile memory such as a ROM (Read Only Memory) as a storage medium, and stores application programs necessary for executing various control processes according to an embodiment, in addition to middleware such as an OS (Operating System). Hereinafter, the OS and each application program are collectively referred to as a program.

[0019] The data storage unit 13 may be, for example, a combination of a non-volatile memory capable of random writing and reading such as an SSD and a volatile memory such as a RAM (Random Access Memory) as a storage medium.

[0020] The communication interface 14 includes one or more wired or wireless communication modules. For example, the communication interface 14 includes communication modules that connect wired or wirelessly to external devices, including station equipment 2, either directly or via a network. The communication interface 14 can be any general communication interface that can communicate with external devices, including station equipment 2, under the control of the control unit 11, and send and receive various types of information.

[0021] The input / output interface 15 is connected to the input unit 151 and the output unit 152, etc. The input / output interface 15 is an interface that enables the transmission and reception of information between the control unit 11 and the input unit 151 and the output unit 152. The input / output interface 15 may be integrated with the communication interface 14. For example, the input / output interface 15 may be wirelessly connected to the control unit 11 and the input unit 151 or the output unit 152 using short-range wireless technology, and information may be transmitted and received using said short-range wireless technology.

[0022] The input unit 151 may include, for example, a keyboard or pointing device for an administrator managing the upper-level server 1 to input various information to the upper-level server 1. The input unit 151 may also include a reader for reading data to be stored in the program storage unit 12 or the data storage unit 13 from a memory medium such as a USB memory, or a disk device for reading such data from a disk medium.

[0023] The output unit 152 includes a display that shows output data to be presented to the administrator from the upper server 1, and a printer for printing it.

[0024] Next, we will describe the software configuration details of upper-level server 1. The control unit 11 includes a communication control unit 111 and an optimal processing information creation unit 112, etc. The data storage unit 13 includes a trained dataset storage unit 131, etc.

[0025] The communication control unit 111 is a control unit that controls the transmission and reception of various information by communicating with the station equipment 2 through the communication interface 14. For example, the communication control unit 111 receives an optimal processing inquiry, including ticket information. Furthermore, the communication control unit 111 transmits the optimal processing information created in response to the optimal information to the station equipment 2.

[0026] The optimal processing information creation unit 112 is a unit that creates optimal processing information. The optimal processing information creation unit 112 uses the trained dataset (trained model) stored in the trained dataset storage unit 131, which will be described later, to create optimal processing information that includes support information for resolving the cause of errors in the ticket information included in the optimal processing query. Details of the information included in the optimal processing information will be described later.

[0027] The trained dataset storage unit 131 contains learning information about error resolution tasks previously handled by station staff member 3. The trained dataset storage unit 131 also stores a trained model created using this learning information. Since a general machine learning method can be used, a detailed explanation is omitted here.

[0028] Figure 3 shows an example of the training information stored in the trained dataset storage unit 131 according to the first embodiment. The trained dataset includes information from error resolution operations for tickets at each ticket counter (station equipment 2). For example, the trained dataset includes the status of the ticket (i.e., media information stored on the ticket), processing details, processing time, station information, and the content of the conversation during processing. The trained dataset storage unit 131 stores multiple sets of this trained information.

[0029] For example, the control unit 11 performs machine learning by adding labels that caused errors (e.g., "cannot enter," "cannot exit") in addition to this learning information. The trained dataset storage unit 131 then stores the trained model generated by the machine learning process.

[0030] Furthermore, the control unit 11 may sequentially acquire learning information from the station equipment 2, which is a counter processing machine, store it in the learned dataset storage unit 131, and control the unit to update the learning model based on that information.

[0031] Figure 4 is a block diagram showing an example of the hardware configuration of the station equipment 2 according to the first embodiment and the software configuration associated with said hardware configuration. First, we will describe the hardware configuration details of station equipment 2. The station equipment 2 comprises a control unit 21, a program storage unit 22, a data storage unit 23, a communication interface 24, and an input / output interface 25. The control unit 21, the program storage unit 22, the data storage unit 23, the communication interface 24, and the input / output interface 25 are connected to each other via a bus so that they can communicate with one another.

[0032] Station equipment 2 can perform various operations using a computer such as a PC.

[0033] The control unit 21 controls the station equipment 2. The control unit 21 includes a hardware processor such as a central processing unit (CPU).

[0034] The program storage unit 22 is configured, for example, by combining a non-volatile memory such as an SSD that can be written to and read at any time, and a non-volatile memory such as ROM, and stores the program.

[0035] The data storage unit 23 may, for example, be a combination of a non-volatile memory such as an SSD that allows writing and reading at any time, and a volatile memory such as RAM, as the storage medium.

[0036] The communication interface 24 includes one or more wired or wireless communication modules. For example, the communication interface 24 includes a communication module that connects to the upper-level server 1 via a wired or wireless connection, either directly or via a network. The communication interface 24 can be any general communication interface that can communicate with external devices, including the upper-level server 1, and send and receive various types of information under the control of the control unit 21.

[0037] The input / output interface 25 is connected to the input unit 251, the output unit 252, and the media reading unit 253, etc. The input / output interface 25 is an interface that enables the transmission and reception of information between the control unit 21 and the input unit 251, the output unit 252, and the media reading unit 253. The input / output interface 25 may be integrated with the communication interface 24. For example, the input / output interface 25 may be wirelessly connected to the control unit 21 and at least one of the input unit 251, the output unit 252, and the media reading unit 253 using short-range wireless technology, and information may be transmitted and received using said short-range wireless technology.

[0038] The input unit 251 includes, for example, a keyboard or pointing device for a user or station staff member 3 to input various information to the station equipment 2. The input unit 251 also includes a microphone to acquire voice information from the station staff member 3 and passengers 4. The microphone outputs the acquired voice information to the control unit 21. The input unit 251 may also include a reader for reading data to be stored in the program storage unit 22 or data storage unit 23 from a memory medium such as a USB memory, or a disk device for reading such data from a disk medium.

[0039] The output unit 252 includes a passenger display 2521 and a station staff display 2522. The passenger display 2521 and the station staff display 2522 include display devices using, for example, liquid crystal, organic EL, etc. The display devices display various information received from the upper-level server 1 to the passenger 4 and station staff 3, respectively. In addition to the display devices, the output unit 252 also includes a printer for issuing tickets, etc.

[0040] The media reading unit 253 is equipped with a reader capable of reading media information stored in the ticket. For example, the media reading unit 253 may be equipped with a reader capable of reading media information from various types of tickets, or it may be equipped with an integrated reader capable of reading media information from IC card tickets, 2D code tickets, etc. The media reading unit 253 outputs the read media information to the control unit 21. The media reading unit 253 also writes the updated media information to the ticket under the control of the control unit 21.

[0041] Next, we will describe the details of the software configuration of station equipment 2. The control unit 21 includes an information acquisition unit 211, a display control unit 212, a communication control unit 213, a media information control unit 214, and the like. The data storage unit 23 also includes an acquired information storage unit 231. For example, the control unit 21 operates as a counter processing machine application control unit. The counter processing machine application control unit is a control unit that can perform some or all of the functions of the information acquisition unit 211, the display control unit 212, and the communication control unit 213, which are described below.

[0042] The information acquisition unit 211 is an acquisition unit that acquires various types of information, such as media information. For example, the information acquisition unit 211 acquires media information read from the ticket by the media reading unit 253. Furthermore, the information acquisition unit 211 acquires voice information from conversations between station staff 3 and passenger 4. The information acquisition unit 211 stores the acquired information in the acquired information storage unit 231, which will be described later.

[0043] The display control unit 212 is a control unit that controls the display of various information on the passenger display 2521 and the station staff display 2522. Based on the media information etc. stored in the acquired information storage unit 231, the display control unit 212 displays the ticket information on the station staff display 2522. Alternatively, the display control unit 212 displays various information on the station staff display 2522 based on the optimal processing information. Details of the information to be displayed will be described later.

[0044] The communication control unit 213 is a control unit that controls the transmission and reception of various information by communicating with the upper-level server 1 through the communication interface 24. For example, the communication control unit 213 sends an optimal processing query including ticket information to the upper-level server 1 and receives optimal processing information from the upper-level server 1 as a response to the optimal processing query.

[0045] The media information control unit 214 is a control unit that outputs an instruction to write media information to the ticket via the media reading unit 253. For example, when the media information control unit 214 receives an instruction from the station staff member 3, it outputs a media information writing instruction corresponding to that instruction to the media reading unit 253. The media reading unit 253 updates the media information stored in the ticket according to that instruction.

[0046] The acquired information storage unit 231 is a storage unit for storing various types of information acquired by the information acquisition unit 211. Furthermore, the acquired information storage unit 231 may also store information about stations.

[0047] (operation) Next, we will explain the procedure when passenger 4 attempts to pass through an automatic ticket gate or similar device, but encounters an error and is unable to pass through, and wishes to resolve the error at ticket counter 20.

[0048] Figure 5 is a sequence diagram showing an example of the error resolution operation process according to the first embodiment. This sequence of operations is realized when the control unit 11 of the upper-level server 1 and the control unit 21 of the station equipment 2 read and execute the programs stored in the program storage unit 12 and the program storage unit 22, respectively.

[0049] For example, this sequence is initiated when passenger 4 has the ticket information of the erroneous ticket read by the media reader 253 of the station equipment 2 installed at the ticket window 20. In one embodiment, In step ST101, the information acquisition unit 211 acquires media information. The information acquisition unit 211 acquires media information read from the ticket by the media reading unit 253. The information acquisition unit 211 stores the acquired media information in the acquired information storage unit 231.

[0050] In step ST102, the display control unit 212 displays the ticket information. Based on the media information stored in the acquired information storage unit 231, the display control unit 212 controls the station staff display 2522 to display the ticket information.

[0051] Figure 6 shows an example of ticket information displayed on the station staff display 2522 according to the first embodiment. As shown in Figure 6, the station staff display 2522 displays media information read from the ticket, as well as support button SB, etc. Support button SB is a button that station staff 3 presses, for example, when they wish to receive support from the ticket counter application.

[0052] In step ST103, station attendant 3 presses the support button SB. Station attendant 3, who wishes to receive support from the ticket counter application, presses the support button SB displayed on the station attendant display 2522. The display control unit 212 then detects that the support button SB displayed on the station attendant display 2522 has been pressed. For example, by pressing the support button SB, the ticket counter application is launched, and the control unit 21 operates as the ticket counter application control unit.

[0053] Furthermore, station attendant 3 may input information obtained through conversation with passenger 4 into the station attendant display 2522. Alternatively, station attendant 3 may recognize the error status of the ticket not through conversation, but through chat using text information entered into the passenger display 2521 and the station attendant display 2522.

[0054] In step ST104, the communication control unit 213 sends an optimal processing query to the upper-level server 1. The information acquisition unit 211 stores information indicating that the support button SB was pressed and conversation information entered by the station staff 3 in the acquired information storage unit 231. The communication control unit 213 acquires the ticket information, conversation information, and station information stored in the acquired information storage unit 231. Then, the communication control unit 213 sends an optimal processing query including the ticket information, conversation information, station information, etc., to the upper-level server 1 via the communication interface 24.

[0055] In step ST105, the communication control unit 213 receives optimal processing information. When the communication control unit 111 receives an optimal processing query, it outputs the query to the optimal processing information creation unit 112. The optimal processing information creation unit 112 uses the trained model stored in the trained dataset storage unit 131 to create a list of recommended candidates and recommended candidate guidance when a candidate is selected from the list. That is, the optimal processing information creation unit 112 creates optimal processing information that includes support information to resolve the ticket error. For example, the optimal processing information creation unit 112 detects and lists possible reasons for errors from the information included in the optimal processing query. Then, the optimal processing information creation unit 112 generates a list of recommended candidates from the listed information. At this time, the optimal processing information creation unit 112 may determine the priority of each item in the list. Note that if the reason for the error (e.g., inability to enter, inability to exit) has already been identified, the optimal processing information creation unit 112 does not need to create a list of recommended candidates.

[0056] Furthermore, the optimal processing information creation unit 112 generates recommended candidate guidance corresponding to each item in the list. In this case, if there are multiple candidates in the recommended candidate guidance, the optimal processing information creation unit 112 may determine the priority of each candidate. If the reason for the error has already been identified, the optimal processing information creation unit 112 may create recommended candidate guidance corresponding to that reason. Here, the recommended candidate guidance includes, for example, what the station staff member 3 should ask the passenger 4 when dealing with the cause of the error, a list of tasks necessary to resolve the error, etc.

[0057] The optimal processing information creation unit 112 then creates optimal processing information including a list of recommended candidates, the priority of the list of recommended candidates, the guidance of the recommended candidates, and the priority of the guidance of the recommended candidates. The optimal processing information creation unit 112 then outputs this optimal processing information to the communication control unit 111. The communication control unit 111 transmits the optimal processing information, including the list of recommended candidates, to the station equipment 2 via the communication interface 14.

[0058] In step ST106, the display control unit 212 displays the recommended candidate list. The communication control unit 213 outputs the recommended candidate list included in the received optimal processing information to the display control unit 212. The display control unit 212, which operates as the application control unit for the counter processing machine, controls the display to show the recommended candidate list on the station staff display 2522 based on the recommended candidate list.

[0059] Figure 7 shows an example of a list of recommended candidates displayed on the station staff display 2522 according to the first embodiment. As shown in Figure 7, a list of recommended candidates is displayed in the operation window. The recommended candidate list shows a list of the most likely corrective actions for the errors created by the optimal processing information creation unit 112. For example, in the example in Figure 7, the recommended candidate list is: We will support you. 1) Entry is not permitted 2) Unable to participate 3) Contact Us This is what is displayed.

[0060] For example, if the recommended candidate list contains multiple lists, the display control unit 212 may determine the display order based on the priority of the recommended candidate lists included in the optimal processing information. For example, the display control unit 212 may control the station staff display 2522 to display the lists in order of priority, from 1) onwards. Then, for example, the station staff member 3 recognizes the error status of the ticket (for example, that passenger 4 cannot enter) through conversation with passenger 4.

[0061] In step ST107, the display control unit 212 detects the pressing of a number button. For example, station attendant 3 recognizes the passenger's error state through conversation, as described above. In one embodiment, station attendant 3 recognizes that passenger 4 cannot enter. Therefore, station attendant 3 presses a candidate button. For example, station attendant 3 presses 1 on the numeric keypad. The display control unit 212 detects that 1) has been pressed, that is, that the button indicating that entry is not possible has been pressed. Note that if the cause of the error has already been identified, the process may skip steps ST106 and ST107.

[0062] In step ST108, the display control unit 212, which operates as the application control unit for the counter processing machine, displays recommended candidate guidance. The display control unit 212 controls the display 2522 for station staff to display the recommended candidate guidance included in the optimal processing information corresponding to the pressed number button.

[0063] Figure 8 shows an example of recommended candidate guidance displayed on the station staff display 2522 according to the first embodiment. As shown in Figure 8, recommended operation guidance is displayed in the operation window. The recommended operation guidance is a list of conversations that station staff 3 should have with passenger 4 and recommended tasks in response to errors created by the optimal processing information creation unit 112, as described above. For example, in the example in Figure 8, a list of recommended tasks is displayed. 1) Forced participation 2) Mandatory participation + reduction in salary 3) Forced participation → Manual settlement This is what is displayed.

[0064] For example, if the recommended candidate guidance includes multiple recommended tasks, the display control unit 212 may determine the display order based on the priority of the recommended candidate guidance. For example, the display control unit 212 may control the station staff display 2522 to display the tasks in order of priority, starting from 1).

[0065] In step ST109, the display control unit 212 detects the pressing of the confirmation button. For example, as a result of a conversation between station attendant 3 and passenger 4, it is learned that passenger 4 entered the current station the previous day, but the train was canceled due to a train accident, and was released at the station, and went home without processing their ticket. Therefore, station attendant 3 determines that 1) forced exit is the best option, and presses 1 on the keypad and then presses the exit button. In other words, station attendant 3 identifies a means to resolve the cause of the error based on the optimal processing information and inputs an instruction (forced exit) to the station equipment 2 to resolve the cause of the error. The information acquisition unit 211 acquires the instruction and outputs the acquired instruction to the media information control unit 214.

[0066] In step ST110, the media information control unit 214 outputs a media information write instruction. As described above, since passenger 4 is not at fault, the control unit 21 of the station equipment 2 needs to write "forced exit" as new media information. Therefore, the media information control unit 214 outputs a media information write instruction, that is, an instruction to write "forced exit" as media information, to the ticket to the media reader unit 253. The media reader unit 253 writes the necessary information (for example, information indicating that a forced exit occurred) to the ticket according to the instruction. As a result, passenger 4 can enter through the automatic ticket gate using the ticket.

[0067] Additionally, station staff member 3 and passenger 4 may use chat to identify the cause of the error and how to resolve it. This method is effective, for example, when passenger 4 is a foreigner or otherwise unable to speak Japanese.

[0068] Figure 9 shows an example of a chat screen displayed on the station staff display 2522 according to the first embodiment. As shown in Figure 9, passenger 4 is a foreigner and speaks English. In this case, station attendant 3 may press the English button to switch the display language of the passenger display 2521 to English. The microphone provided in the input unit 251 of the station equipment 2 acquires the words spoken by station attendant 3 and passenger 4 as audio information. The information acquisition unit 211 outputs the acquired audio information to the display control unit 212 or to the communication control unit 213.

[0069] The display control unit 212, which operates as the application control unit for the ticket counter, converts the voice information to Japanese if it is in a foreign language such as English, and controls the station staff display 2522 to display the converted Japanese. Alternatively, the communication control unit 213, which operates as the application control unit for the ticket counter, transmits the voice information to the higher-level server 1. The control unit 11 of the higher-level server 1 may convert the voice information to Japanese and transmit it again to the station equipment 2. The display control unit 212, which operates as the application control unit for the ticket counter, may then control the station staff display 2522 to display the converted Japanese information.

[0070] Similarly, the display control unit 212, which operates as a counter processing machine application control unit, may also control the display to show the voice information spoken by passenger 4 on the passenger display 2521. Furthermore, in the same operation as described above, the display control unit 212 may also convert the voice information spoken by station staff 3 into English and control the display to show the converted voice information on the passenger display 2521.

[0071] In the example shown in Figure 9, the station staff display 2522 shows "What's the matter?" spoken by station staff 3, and then the voice information spoken by passenger 4 is translated into Japanese and displayed as "I can't enter the ticket gate." Next, the station staff 3 says "Please scan your ticket," and then the voice information spoken by passenger 4 is translated into Japanese and displayed as "I understand."

[0072] Then, station attendant 3 presses the support button SB. In this case, as explained in steps ST104 to ST106 above, station equipment 2 sends an optimal processing query including conversation information (information that the cause of the error is the inability to enter the ticket gate), station information, and ticket information, receives the optimal processing information, and displays the recommended candidate guidance included in the optimal processing information. Here, in the example in Figure 9, since it is known that the cause of the ticket error is the inability to enter, the optimal processing information does not need to include a list of recommended candidates.

[0073] In the example shown in Figure 9, the display control unit 212 displays the message: "A ticket has been scanned. The entry / exit status is 'Entry'. We suggest the following operation." 1) Forced participation 2) Mandatory participation + reduction in salary 3) Compulsory participation → Entrance 4) Other than that" This information is displayed on the station staff display 2522. Note that this information is not displayed on the passenger display 2521.

[0074] Then, station attendant 3 uses the keypad to press 4) anything other than that.

[0075] In this case, the display control unit 212 displays "Please ask which station you last exited at, following the recommended guidance." Then, the voice information spoken by station attendant 3, "Which station did you last exit the ticket gate at?", and the voice information spoken by passenger 4, "I exited at Tokyo Station," are displayed. Then, the display control unit 212 displays "Please ask when you exited," following this information and the recommended guidance. Then, the voice information spoken by station attendant 3, "When did you exit?", and the voice information spoken by passenger 4, "I exited 20 minutes ago," are displayed.

[0076] The display control unit 212, in accordance with the information and recommended guidance, displays the message: "Your ticket has been scanned. You need to exit at Tokyo Station. We suggest the following operation." 1) Exiting at another station 2) Exiting from another station → Entering 3) Other than that" This is displayed on the station staff display 2522. Then, the voice message spoken by station staff member 3, "Entry was not possible because there is no exit record on the ticket," is displayed. Then, the voice message spoken by passenger 4, "Understood, please take action," is displayed. Then, station staff member 3 performs the error resolution procedure to clear the ticket error.

[0077] (Effects of the first embodiment) According to the first embodiment described above, when station staff member 3 needs support for error resolution, they press the support button SB. When station equipment 2 detects that the support button SB has been pressed, it sends an optimal processing inquiry including ticket information and obtains optimal processing information. Then, station equipment 2 displays recommended candidate guidance on the station staff member display 2522, corresponding to the conversation between station staff member 3 and passenger 4. Station staff member 3 performs the error resolution task according to this display. As a result, station staff member 3 can easily perform error resolution tasks for various types of errors, and their workload can be reduced.

[0078] [Second Embodiment] In the first embodiment, the case where station staff 3 is located in a designated place within the station premises was described. However, there are cases where a station is unmanned due to population decline or other reasons, and station staff 3 is not stationed at the station. In the second embodiment, the case where station staff 3 is located in a remote location rather than at the station, and performs error resolution work for a passenger 4 who is at the station (for example, an unmanned station) will be described.

[0079] Figure 10 is a conceptual diagram showing an example of a counter processing system according to the second embodiment. Similar to the first embodiment, the ticket counter processing system includes a higher-level server 1, station equipment 2, etc. In the second embodiment, the station staff 3 are located in a remote location far from the station where the higher-level server 1 is located. Furthermore, the station is an unmanned station without station staff 3, and the station equipment 2 is located at the unmanned station ticket counter 30.

[0080] Passenger 4 wishes to resolve an error in their ticket using the station equipment 2 installed at the unmanned station ticket window 30. Therefore, station staff 3, located remotely, performs the error resolution task using the higher-level server 1 and the station equipment 2.

[0081] Figure 11 is a block diagram showing an example of the hardware configuration of the upper-level server 1 according to the second embodiment and the software configuration associated with said hardware configuration. The upper-level server 1 differs from the first embodiment in that the control unit 11 includes a display control unit 113. Other hardware and software configurations may be the same as in the first embodiment. Furthermore, the control unit 11 operates as a counter processing machine application control unit. The counter processing machine application control unit is, for example, a control unit capable of performing some or all of the functions of the display control unit 113, which is described below.

[0082] The display control unit 113 is a control unit that controls the display of various information on the display provided by the output unit 152. Based on the ticket information received by the communication control unit 111, the display control unit 113 displays the ticket information on the display provided by the output unit 152. Alternatively, the display control unit 113 displays various information on the display provided by the output unit 152 based on optimal processing information.

[0083] Furthermore, the hardware and software configurations of station equipment 2 can be the same as those described with reference to Figure 4, so a redundant explanation will be omitted here.

[0084] (operation) Next, we will explain the process when passenger 4 attempts to pass through an automatic ticket gate or similar device, but an error occurs and they are unable to pass through, and they wish to resolve the error using the station equipment 2 installed at the unmanned station ticket window 30.

[0085] Figure 12 is a sequence diagram showing an example of the error resolution operation process according to the second embodiment. This sequence of operations is realized when the control unit 11 of the upper-level server 1 and the control unit 21 of the station equipment 2 read and execute the programs stored in the program storage unit 12 and the program storage unit 22, respectively.

[0086] For example, first, passenger 4 presses a call button or the like displayed on the passenger display 2521 of the station equipment 2. When this call button is pressed, the control unit 11 notifies the higher-level server 1 that the call button has been pressed. Then, the control unit 11 of the higher-level server 1 and the control unit 21 of the station equipment 2 enable communication between station staff 3 and passenger 4. Then, through conversation (or chat) with passenger 4, station staff 3 prompts passenger 4 to place the erroneous ticket on the media reader 253 of the station equipment 2 installed at the unmanned station ticket window 30. This sequence then begins when the media reader 253 of the station equipment 2 reads the media information.

[0087] In step ST201, the information acquisition unit 211 acquires media information. The information acquisition unit 211 acquires media information read from the ticket by the media reading unit 253. The information acquisition unit 211 stores the acquired media information in the acquired information storage unit 231.

[0088] In step ST202, the communication control unit 213 transmits the ticket information. The communication control unit 213 retrieves the media information stored in the acquired information storage unit 231 and transmits the ticket information to the upper-level server 1 via the communication interface 24. The communication control unit 111 may also transmit station information related to stations to the upper-level server 1.

[0089] In step ST203, the display control unit 113 displays the ticket information. The communication control unit 111 outputs the received ticket information to the display control unit 113. Based on the ticket information, the display control unit 113 controls the display provided by the output unit 152 to display the ticket information. The information displayed may, of course, be the same as the information displayed on the station staff display 2522 as described with reference to Figure 6.

[0090] In step ST204, station attendant 3 presses the support button SB. Station attendant 3, who wishes to receive support from the window processing machine application, presses the support button SB displayed on the display of the output unit 152. The display control unit 113 then detects that the support button SB displayed on the display has been pressed. For example, by pressing the support button SB, the window processing machine application is activated, and the control unit 11 operates as the window processing machine application control unit.

[0091] In step ST205, the optimal processing information creation unit 112 creates optimal processing information. For example, the optimal processing information creation unit 112 uses the trained model stored in the trained dataset storage unit 131 to create a list of recommended candidates and recommended candidate guidance when a candidate is selected from the list. That is, the optimal processing information creation unit 112 creates optimal processing information that includes support information for resolving ticket errors. For example, the optimal processing information creation unit 112 detects and lists the most likely reasons for errors from the information included in the optimal processing query. Then, the optimal processing information creation unit 112 generates a list of recommended candidates from the listed information. At this time, the optimal processing information creation unit 112 may determine the priority of each item in the list. Note that if the reason for the error (for example, inability to enter or exit) has already been identified, the optimal processing information creation unit 112 does not need to create a list of recommended candidates.

[0092] Furthermore, the optimal processing information creation unit 112 generates recommended candidate guidance corresponding to each item in the list. In this case, if there are multiple candidates in the recommended candidate guidance, the optimal processing information creation unit 112 may determine the priority of each candidate. If the reason for the error has already been identified, the optimal processing information creation unit 112 may create recommended candidate guidance corresponding to that reason. Here, the recommended candidate guidance includes, for example, what the station staff member 3 should ask the passenger 4 when dealing with the cause of the error, a list of tasks necessary to resolve the error, etc.

[0093] In step ST206, the display control unit 113 displays the recommended candidate list. The display control unit 113 controls the display of the output unit 152 to display the recommended candidate list based on the recommended candidate list included in the optimal processing information. The information displayed as the recommended candidate list may be the same as the information described with reference to Figure 7.

[0094] For example, station staff member 3 may input information obtained through conversation with passenger 4 via the upper server 1 and station equipment 2 to the display provided by the output unit 152. For example, station staff member 3 may recognize an error status of the ticket (for example, passenger 4 is unable to enter) through conversation with passenger 4.

[0095] In step ST207, the display control unit 113 detects that a number button has been pressed. For example, station attendant 3 recognizes the passenger's error state through conversation, as described above. In one embodiment, station attendant 3 recognizes that passenger 4 cannot enter. Therefore, station attendant 3 presses a candidate button. The display control unit 212 detects that a button indicating that entry is not possible has been pressed. Note that if the cause of the error has already been identified, the process may skip steps ST206 and ST207.

[0096] In step ST208, the display control unit 113 displays the recommended candidate guidance. The display control unit 113 controls the display of the output unit 152 to display the recommended candidate guidance included in the optimal processing information corresponding to the pressed number button. The information displayed as the recommended candidate guidance may be the same as the information described with reference to Figure 8.

[0097] In step ST209, the display control unit 212 detects the pressing of the confirmation button. For example, station attendant 3, after interviewing passenger 4, learns that passenger 4 entered the current station the previous day, but the train was canceled due to an accident, and was released at the station, returning home without having their ticket processed. Therefore, station attendant 3 determines that forced exit is the best course of action, and presses the designated button on the keypad, followed by the exit button.

[0098] In step ST210, the communication control unit 111 transmits a ticket writing instruction. As described above, since passenger 4 is not at fault, it is necessary to write the forced exit information to the ticket. Therefore, the communication control unit 111 transmits ticket writing information, that is, information indicating that a forced exit has occurred, to the station equipment 2 via the communication interface 14. The control unit 21 of the station equipment 2 uses the media reading unit 253 to write the necessary information (for example, information indicating that a forced exit has occurred) to the ticket according to the instruction. As a result, passenger 4 can enter through the automatic ticket gate using the ticket.

[0099] Furthermore, as explained with reference to Figure 9 of the first embodiment, it is also possible to communicate between the station staff 3 and the passenger 4 using a chat screen in the second embodiment.

[0100] (Effects of the second embodiment) According to the second embodiment described above, when a station attendant 3 located in a remote location needs support for error resolution, they press the support button SB. When the higher-level server 1 detects that the support button SB has been pressed, it creates optimal processing information based on the ticket information. The higher-level server 1 then displays recommended candidate guidance on the display, corresponding to the conversation between the station attendant 3 and the passenger 4. The station attendant 3 instructs the station equipment 2 to resolve the error according to this display. As a result, even if the station attendant 3 is located in a remote location, they can easily perform error resolution tasks for various types of errors, thereby reducing their workload.

[0101] [Other embodiments] In this embodiment, the upper-level server 1 is equipped with a trained dataset storage unit 131, but the station equipment 2 may also be equipped with a trained dataset storage unit 131. In this case, when the upper-level server 1 receives training information, it transmits the training information to each station equipment 2. Alternatively, the upper-level server 1 may update the trained model based on the training information and transmit the trained model to each station equipment 2.

[0102] In short, this invention is not limited to the embodiments described above, and can be modified in various ways during implementation without departing from its essence. Furthermore, each embodiment may be combined as appropriately as possible, and in that case, the combined effects can be obtained. Moreover, the embodiments described above include inventions at various stages, and various inventions can be extracted by appropriate combinations of the multiple constituent elements disclosed. [Explanation of Symbols]

[0103] 1… Upper server 20... Counter 30... Unmanned station ticket window 2…Station equipment 3... Station staff 4...Passenger 11…Control Unit 111...Communication Control Unit 112...Optimal Processing Information Creation Department 113...Display Control Unit 12…Program memory 13…Data storage unit 131...Storage unit for pre-trained datasets 14…Communication Interface 15… Input / Output Interface 151...Input section 152…Output section 21... Control Unit 211…Information acquisition department 212...Display Control Unit 213...Communication Control Unit 214...Media Information Control Unit 22...Program memory unit 23...Data storage unit 231...Acquired information storage unit 24…Communication Interface 25… Input / Output Interface 251...Input section 252…Output section 2521…Passenger display 2522…Display for station staff 253... Media reading unit

Claims

1. A ticket counter processing machine operated by station staff, A display control unit that displays ticket information, including media information obtained from a passenger's ticket that is invalid due to an error, and a support button on a display, and detects when the station staff member presses the support button, In response to the pressing of the support button, the window processing machine application control unit acquires optimal processing information, which includes support information for resolving errors in the ticket, created using a trained model that has been trained using learning information including processing results for past errors, and controls the machine to display the optimal processing information on the display. An output control unit outputs a write instruction to rewrite the media information in accordance with instructions from the station staff member who identified the cause of the error based on the aforementioned optimal processing information, A counter service machine equipped with the necessary features.

2. The system further includes a communication control unit that, upon pressing the support button, sends an optimal processing query to a higher-level server, including the ticket information, station information, and conversation information between the station staff and the passenger, and receives the optimal processing information from the higher-level server as a result of the optimal processing query. The counter service machine according to claim 1.

3. The application control unit of the counter processing machine controls the display to show a list of recommended candidates, which is a list indicating possible reasons for errors included in the optimal processing information. The counter service machine according to claim 1.

4. The application control unit of the counter processing machine controls the display of the recommended candidate list on the display according to the priority of the recommended candidate list included in the optimal processing information. The counter service machine according to claim 3.

5. After one of the recommended candidate lists is selected, the window processing machine application control unit controls the display to show a recommended candidate guidance on the screen, which includes a list of tasks to be performed by the station staff, as contained in the optimal processing information, corresponding to the selected recommended candidate list. The counter service machine according to claim 3.

6. The application control unit of the counter processing machine controls the display of the recommended candidate guidance on the display according to the priority of the recommended candidate guidance included in the optimal processing information. The counter service machine according to claim 5.

7. The system further includes an acquisition unit that acquires voice information from the aforementioned passenger, The aforementioned counter processing machine application control unit controls the translation of the passenger's voice information and displays it on the display. The counter service machine according to claim 1.

8. A communication control unit that receives the ticket information from station equipment and transmits the write instruction to the station equipment, A storage unit for storing the aforementioned trained model, The counter service machine according to claim 1, further comprising:

9. Station equipment operated by station staff and A higher-level server connected to the aforementioned station equipment, The station equipment is equipped with, A display control unit that displays ticket information, including media information obtained from a passenger's ticket that is invalid due to an error, and a support button on a display, and detects when the station staff member presses the support button, A communication control unit, upon pressing the support button, sends an optimal processing query including the ticket information to the upper server, and in response to the optimal processing query, receives optimal processing information including support information for resolving the ticket error, which is created using a trained model that has been trained using learning information including processing results for past errors. A window processing machine application control unit that controls the display to show the aforementioned optimal processing information, An output control unit outputs a write instruction to rewrite the media information in accordance with instructions from the station staff member who identified the cause of the error based on the aforementioned optimal processing information, Equipped with, The aforementioned upper-level server, A storage unit that stores learning information including processing for past errors, and a trained model trained by machine learning using the learning information, An optimal processing information creation unit creates the optimal processing information based on the trained model and the optimal processing query, A communication control unit that transmits the aforementioned optimal processing information to the station equipment, A counter service system equipped with the necessary features.

10. Station equipment installed at unmanned stations and A higher-level server connected to the aforementioned station equipment and operated by station staff, The station equipment is equipped with, An acquisition unit that acquires media information from a passenger's ticket that is invalid due to an error, A communication control unit transmits ticket information including the aforementioned media information and receives a write instruction to rewrite the aforementioned media information. A media information control unit that updates media information in accordance with the aforementioned write instruction, Equipped with, The aforementioned upper-level server, A display control unit that displays ticket information and support buttons on a display and detects when the station staff member presses the support button, A storage unit that stores learning information including processing results for past errors, and a trained model learned using the learning information, An optimal processing information creation unit, which, upon pressing the support button, creates optimal processing information including support information for resolving errors in the ticket using the ticket information and the learned model, A window processing machine application control unit that controls the display to show the aforementioned optimal processing information, A communication control unit transmits a write instruction to rewrite the media information in accordance with instructions from the station staff member who identified the cause of the error based on the aforementioned optimal processing information. A counter service system equipped with the necessary features.

11. The aforementioned higher-level server is connected to multiple station equipment. The counter service system according to claim 9 or 10.

12. A window processing method executed by the processor of a window processing machine operated by a station employee, The system displays ticket information, including media information obtained from a passenger's ticket that is invalid due to an error, and support buttons on the display. To detect when the station staff member presses the support button, In response to the pressing of the support button, optimal processing information is obtained, which includes support information for resolving errors in the ticket, and is created using a trained model that has been trained with learning information including processing results for past errors. Controlling the display to show the aforementioned optimal processing information, Based on the aforementioned optimal processing information, the system outputs a write command to rewrite the media information in accordance with the instructions from the station staff member who identified the cause of the error. A counter service method that includes the following features.

13. A window processing program comprising instructions to be executed by the processor of a window processing machine operated by a station employee, wherein the instructions are: The system displays ticket information, including media information obtained from a passenger's ticket that is invalid due to an error, and support buttons on the display. To detect when the station staff member presses the support button, In response to the pressing of the support button, optimal processing information is obtained, which includes support information for resolving errors in the ticket, and is created using a trained model that has been trained with learning information including processing results for past errors. Controlling the display to show the aforementioned optimal processing information, Based on the aforementioned optimal processing information, the system outputs a write command to rewrite the media information in accordance with the instructions from the station staff member who identified the cause of the error. A counter service program equipped with the necessary features.

Images