Information processing device and information processing method

Abstract

To provide an information processing device and information processing method for quickly dealing with a support incident occurring in an unmanned vehicle configured to provide a predetermined service.SOLUTION: A center server 1 of a mobile locker system comprises a control unit 11 configured to detect occurrence of a support incident requiring human support regarding an unmanned vehicle configured to travel without people to provide a predetermined service, and request a user registered in the predetermined service and located in the surroundings of the vehicle, or store staff of an affiliate business operator acting as a virtual administrator, to deal with the support incident.SELECTED DRAWING: Figure 3

Description

[Technical field]

[0001] The present disclosure relates to an information processing device and an information processing method. [Background technology]

[0002] A locker management system has been disclosed that determines which locker a user will use based on the user's locker usage request, and dispatches an autonomous vehicle equipped with the determined locker to the user (for example, Patent Document 1). [Prior art documents] [Patent documents]

[0003] [Patent Document 1] JP 2019-96201 A Summary of the Invention [Problem to be solved by the invention]

[0004] An object of the present disclosure is to provide an information processing device and an information processing method that are capable of quickly responding to a support case that occurs in an unmanned vehicle that provides a specified service. [Means for solving the problem]

[0005] One aspect of the present disclosure is Detecting an occurrence of a support event requiring human intervention with respect to a vehicle providing a predetermined service; Requesting a virtual manager located in the vicinity of the vehicle to handle the support case; A control unit that executes The information processing device includes:

[0006] Another aspect of the present disclosure is The computer Detecting an occurrence of a support event requiring human intervention with respect to a vehicle providing a predetermined service; Requesting a virtual manager located in the vicinity of the vehicle to handle the support case; It is an information processing method for performing the above. Effect of the Invention

[0007] According to the present disclosure, it is possible to quickly respond to support cases that arise in unmanned vehicles that provide specified services. [Brief description of the drawings]

[0008] [Figure 1] FIG. 1 is a diagram illustrating an example of a system configuration of a movable locker system according to the first embodiment. [Diagram 2] FIG. 2 illustrates an example of the hardware configuration of the center server, the user terminal, and the vehicle. [Diagram 3] FIG. 3 is a diagram illustrating an example of functional configurations of the center server, the user terminal, the vehicle, and the store terminal. [Figure 4] FIG. 4 is an example of information held in the user information database. [Diagram 5] FIG. 5 is an example of information held in the virtual manager terminal information database. [Figure 6] FIG. 6 is an example of information held in the incentive information database. [Figure 7] FIG. 7 is an example of information held in the history information database. [Figure 8] FIG. 8 is an example of information held in the service information database. [Figure 9] FIG. 9 shows an example of a user registration screen of a user terminal. [Figure 10] FIG. 10 shows an example of a support request screen on a user terminal. [Figure 11] FIG. 11 is an example of a flowchart of processing for a vehicle according to the first embodiment. [Figure 12] FIG. 12 is an example of a flowchart of the process of the center server according to the first embodiment. [Figure 13]FIG. 13 is an example of a flowchart of a user registration process in a user terminal. [Figure 14] FIG. 14 is an example of a flowchart of a process performed by a user terminal when a support request is received. [Figure 15] FIG. 15 is a diagram showing an example of a sequence of a vehicle support case handled by a virtual manager in the first embodiment. [Figure 16] FIG. 16 is a flowchart of the implementer selection process in the modified example of the first embodiment. [Figure 17] FIG. 17 is an example of a flowchart of processing for a vehicle according to the second embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0009] There is a system that provides a temporary luggage storage service in which a vehicle carrying lockers moves around, allowing users to deposit and retrieve luggage at a location designated by the user. A locker that can be moved by being loaded onto a vehicle is hereinafter referred to as a mobile locker. A temporary luggage storage service using a mobile locker is hereinafter referred to as a mobile locker service.

[0010] The vehicles used for the mobile locker service are assumed to be unmanned and capable of autonomous driving. Since there are no staff on board the vehicles, for example, if an abnormality occurs inside the vehicle, it is necessary to return to the center that manages the vehicles. For example, relatively minor abnormalities such as forgetting to close the locker door, leaving trash inside the vehicle, and dirt inside the vehicle can be dealt with without specialized knowledge and skills, or special tools.

[0011] Therefore, in one aspect of the present disclosure, a system is constructed in which virtual managers are recruited from users registered in the mobile locker service to be in charge of minor maintenance of the vehicle, and vehicle managers are distributed in various locations. When a support case such as a minor abnormality occurs in the vehicle, a user registered as a virtual manager in the vicinity is requested to handle the support case and resolve the support case. This can, for example, eliminate the need to return to the center, and improve the operating rate of the vehicle used in the mobile locker service. Note that the system in which users are distributed as virtual managers is not limited to the mobile locker service, but can be applied to any service in which a vehicle is used.

[0012] One aspect of the present disclosure is an information processing device including a control unit that detects the occurrence of a support case requiring human intervention for a vehicle that provides a predetermined service, and requests a virtual manager located in the vicinity of the vehicle to handle the support case. The information processing device is, for example, a server that controls the vehicle, or a computer mounted on the vehicle. The control unit is, for example, a processor such as a CPU (Central Processing Unit).

[0013] Examples of support cases include fixing trash left inside the vehicle, cleaning the inside of the vehicle, etc. If the vehicle is an electric vehicle that runs on electricity, support cases also include support with charging. If the specified service is, for example, a mobile locker service, support cases also include fixing forgetting to close the locker door, support with loading and unloading luggage, and transporting luggage to a specified location. Note that support cases for the vehicle 3 are not limited to these.

[0014] A virtual manager is a person who is not engaged in the specified service or vehicle maintenance and is responsible for handling support issues that arise regarding vehicles used for a specified service. In addition to virtual managers, they are also called supporters or helpers. A virtual manager is a user who is registered with a specified service or a staff member at a store of an affiliated business. A user who is registered with a specified service may choose whether or not to register as a virtual manager.

[0015] The control unit may identify a virtual manager located in the vicinity of the vehicle based on the respective position information of the vehicle and the terminal used by the virtual manager, and may request the identified virtual manager to handle the support case. For example, when the information processing device is a server, the request to the virtual manager to handle the support case may be made by sending a request to the terminal used by the virtual manager. However, this is not limited to this, and when the information processing device is a computer mounted on the vehicle, for example, a sound requesting the handling of the support case may be output from a speaker provided in the vehicle to notify virtual managers present in the vicinity.

[0016] According to one aspect of the present disclosure, a support issue occurring in a vehicle can be dealt with more quickly by requesting a virtual manager in the vicinity. For example, in the case of a minor maintenance issue, the issue can be resolved quickly and without unnecessary driving, improving the vehicle's operating rate. In addition, in the case of a support issue occurring in a vehicle, such as loading and unloading luggage or transporting luggage from the vehicle to a specified location, support for service use can be provided to the user by requesting a nearby virtual manager to handle the issue, even if no staff is in the vehicle.

[0017] In one aspect of the present disclosure, the control unit may further specify a virtual manager that matches attributes according to the type of support case from among the virtual managers present around the vehicle. For example, if the type of support case is loading and unloading or transporting luggage, if the luggage is large or heavy, it may be difficult for a woman to handle it, and a male virtual manager is more suitable. Therefore, according to one aspect of the present disclosure, it is possible to request a virtual manager with attributes that are highly suitable for the type of support case to handle the support case, and the support case can be handled smoothly.

[0018] In one aspect of the present disclosure, when a support case occurs due to a request from a user and the control unit has received the user's desired conditions, the control unit may further specify a virtual manager with attributes that satisfy the desired conditions. This makes it possible to request a virtual manager that meets the desires of the user requesting support to handle the support case.

[0019] In one aspect of the present disclosure, the control unit may grant a predetermined incentive to a virtual administrator who has handled a support case. The value or content of the incentive may be a value according to the type of support case, or may be determined according to whether the virtual administrator who handled the support case is an individual user or a staff member of a business partnered with a predetermined service. This can promote the handling of support cases. This can also increase motivation to register as a virtual administrator, and increase the number of virtual administrators.

[0020] As another aspect, the present disclosure can be specified as an information processing method executed by a computer, the information processing method including: detecting an occurrence of a support event requiring human intervention for a vehicle providing a predetermined service; and requesting a virtual manager located in the vicinity of the vehicle to handle the support event.

[0021] Hereinafter, embodiments of the present disclosure will be described with reference to the drawings. The present disclosure is not limited to the configurations of the embodiments.

[0022] First Embodiment FIG. 1 is a diagram showing an example of the system configuration of a mobile locker system 100 according to the first embodiment. The mobile locker system 100 is a system that provides mobile coin lockers by mounting coin lockers on a vehicle and traveling the vehicle. A user can deposit luggage in a locker at a designated location, have the luggage stored for a specified period of time, and retrieve the luggage from the locker at the designated location. The location where the luggage is deposited and the location where the luggage is retrieved may be different. A usage fee is charged to the user according to, for example, the length of time the luggage is deposited and the distance between the location where the luggage is deposited and the location where the luggage is retrieved.

[0023] The mobile locker system 100 includes a center server 1, lockers 4, a vehicle 3 that carries the lockers 4, a user terminal 2 of a user who is registered with the service, and a store terminal 5 used in a store of a business operator that is affiliated with the service. Note that the mobile locker system 100 includes multiple user terminals 2, vehicles 3, lockers 4, and store terminals 5, but for the sake of convenience, only one of each is shown in FIG. 1.

[0024] Locker 4 has a plurality of storage compartments in one housing. Each storage compartment in locker 4 has a door and can be locked and unlocked.

[0025] In the mobile locker service, it is assumed that, in principle, the user who deposits the luggage in the locker 4 and the user who retrieves the luggage from the locker are the same person. However, it is also possible for the user who deposits the luggage in the locker to hand over the authentication information or physical key for the electronic lock of the locker 4 to another user and ask them to retrieve the luggage.

[0026] The vehicle 3 is an autonomous vehicle. In addition, no staff rides in the vehicle 3, and the vehicle 3 runs unmanned except when the user deposits and retrieves luggage from the locker 4. In the first embodiment, the vehicle 3 is assumed to be an electric vehicle that uses power from a rechargeable battery as an energy source. However, the present invention is not limited to this, and the vehicle 3 may be an engine-driven vehicle that uses gasoline as an energy source, a hybrid vehicle that uses electricity and gasoline as energy sources, etc. In the first embodiment, the vehicles 3 run in their respective assigned areas. In addition, the vehicles 3 may run in an on-demand manner in which the vehicles run in response to the occurrence of a request for service use, or may travel along a predetermined route. In the first embodiment, the vehicles 3 are assumed to run in an on-demand manner.

[0027] The user terminal 2 is a terminal used by a user who is registered for the service of the mobile locker system 100. The user terminal 2 is, for example, a smartphone, a tablet terminal, or a PC (Personal Computer). An application program for using the service is installed.

[0028] The store terminal 5 is, for example, a PC, a tablet terminal, a POS (Point Of Sales) terminal, etc. An application program for executing processing related to the mobile locker system 100 is installed in the store terminal 5. In the first embodiment, it is assumed that the store terminal 5 is a terminal used within the premises of a store.

[0029] The user terminal 2, the vehicle 3, and the store terminal 5 are connected to a network N1 and communicate with the center server 1 through the network N1. The network N1 is, for example, a public network such as the Internet. The vehicle 3 is, for example, equipped with a device having a communication function, and can connect to the network N1 and communicate with the center server 1 by using the device.

[0030] The center server 1 is a server that manages the mobile locker system 100. When a user uses the services of the mobile locker system 100, the user transmits a locker use request to the center server 1 through an application program on the user terminal 2. Together with the locker use request, information designated by the user regarding the location and date and time to deposit the luggage, and the location and date and time to retrieve the luggage, is also transmitted to the center server 1.

[0031] When the center server 1 receives a locker use request from the user terminal 2, it determines the vehicle 3 that will head to the specified location at the specified date and time, and the storage section of the locker 4 that will store the luggage. If the locker 4 is equipped with an electronic lock, the center server 1 notifies the user terminal 2 of the authentication information of the locker 4. The user then meets up with the vehicle 3 at the specified location, gets into the vehicle 3, stores the luggage in the locker 4, and locks the locker 4 using the authentication information received from the center server 1. When retrieving the luggage, the user meets up with the vehicle 3 at a previously specified location, gets into the vehicle 3, unlocks the mobile locker 4 using the authentication information received from the center server 1, and retrieves the luggage from the locker 4.

[0032] In the first embodiment, the user of the user terminal 2 and the operator of the store equipped with the store terminal 5 are registered as virtual administrators of the mobile locker system 100. The virtual administrator is a person who is a candidate for handling support cases related to the vehicle 3. Support cases include, for example, forgetting to close the door of the locker 4, leaving garbage in the vehicle 3, minor abnormalities such as insufficient charging, support for loading and unloading luggage to the vehicle 3, and transportation of luggage from the vehicle 3 to a specified location. Note that the support cases are not limited to these. Usually, maintenance related to the vehicle 3 is performed by the administrator of the mobile locker system 100, but for cases that do not require special skills, equipment, tools, etc., such as the above support cases, the virtual administrator is given the authority to carry out the maintenance. The virtual administrator is also called a supporter or a helper. A predetermined incentive is given to the virtual administrator who has handled the support case.

[0033] When the center server 1 detects that a support event has occurred in the vehicle 3, it identifies a virtual manager who is present within a predetermined distance from the vehicle 3, and transmits a support request to the user terminal 2 or the store terminal 5 of the identified virtual manager. The occurrence of a support event is detected, for example, by a notification from the vehicle 3, a request from the user terminal 2, and monitoring of the vehicle 3 by the center server 1.

[0034] The virtual administrator who received the support request responds to the support case of the vehicle 3. When the support case is that the door of the locker 4 was left unclosed, the response is, for example, to close the door of the locker 4 that was left unclosed. When the support case is that garbage was left behind in the vehicle 3, the response is, for example, to remove and dispose of the garbage in the vehicle 3. When the support case is that the battery is insufficient, the response is, for example, to provide a charging station for the vehicle 3 and / or to plug the charging cord of the vehicle 3 into an outlet. When the support case is support for loading and unloading luggage to and from the vehicle 3, the response is to load luggage onto the vehicle 3 or to unload luggage from the vehicle 3. When the support case is transporting luggage from the vehicle 3 to a predetermined location, the response is, for example, to transport luggage from the vehicle 3 to a predetermined location.

[0035] As a result, even if the vehicle 3 is operating in an unmanned state, if manpower is required, the help of a nearby virtual manager can be obtained. For example, if the abnormality is minor, it can be resolved without moving the vehicle 3 to a maintenance yard or the like, and the operating rate of the vehicle 3 can be improved. In addition, since a user can call a virtual manager when he or she needs support, the convenience of the mobile locker service can be improved. In addition, since there is no need to have a staff member ride in the vehicle 3, labor costs can be reduced.

[0036] 2 is an example of the hardware configuration of the center server 1, the user terminal 2, and the vehicle 3. The center server 1 is, for example, a computer dedicated to being a server or a general-purpose computer. The center server 1 includes, as its hardware configuration, a CPU 101, a memory 102, an external storage device 103, and a communication unit 104. The memory 102 and the external storage device 103 are computer-readable recording media. The center server 1 is an example of an "information processing device."

[0037] The external storage device 103 stores various programs and data used by the CPU 101 when executing each program. The external storage device 103 is, for example, an erasable programmable ROM (EPROM) or a hard disk drive. The programs held in the external storage device 103 include, for example, an operating system (OS), a control program for the mobile locker system 100, and various other application programs.

[0038] The memory 102 is a storage device that provides the CPU 101 with a storage area for loading a program stored in the external storage device 103 and a working area, and is used as a buffer. The memory 102 may be, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), or the like. This includes semiconductor memory such as IEEE 802.11b / g / n (IEEE 802.11b / g / n) and IEEE 802.11b / g / n (IEEE 802.11b / g / n) memory.

[0039] The CPU 101 executes various processes by loading the OS and various other application programs stored in the external storage device 103 into the memory 102 and executing them. The number of CPUs 101 is not limited to one, and multiple CPUs 101 may be provided. The CPU 101 is an example of a "control unit."

[0040] The communication unit 104 is, for example, a network interface card (NIC). The communication unit 104 is connected to an access network such as a local area network (LAN) by wire, and is connected to the network N1 through the access network. However, the communication unit 104 is not limited to a circuit that connects to a network by wire, and may be, for example, a wireless communication circuit that complies with a wireless communication method such as WiFi or a mobile communication method.

[0041] Next, the user terminal 2 is, for example, a smartphone, a tablet terminal, a wearable terminal, or a PC. The user terminal 2 includes, as a hardware configuration, a CPU 201, a memory 202, an external storage device 203, a wireless communication unit 204, a touch panel display 205, and a position acquisition sensor 206. However, in FIG. 2, the hardware components that perform the processing according to the first embodiment are extracted and shown as the hardware configuration of the user terminal 2, and the hardware components included in the user terminal 2 are not limited to the elements shown in FIG. 2.

[0042] The CPU 201, memory 202, and external storage device 203 are similar to the CPU 101, memory 102, and external storage device 103, respectively. However, the storage device (storage) employed as the external storage device 203 is, for example, a flash memory. The external storage device 203 may also include a portable recording medium such as an SD card. In addition to an OS and the like, the external storage device 203 also stores application programs for utilizing the services of the mobile locker system 100.

[0043] The wireless communication unit 204 is a wireless communication unit that supports mobile communication methods such as 5G (5th Generation), 6G, 4G, and LTE (Long Term Evolution), WiMAX, and WiFi. The wireless communication unit 204 is a wireless communication circuit conforming to the standard. The wireless communication unit 204 connects to the network N1 via wireless communication, enabling communication with the center server 1.

[0044] The touch panel display 205 outputs an image according to an instruction from the CPU 201, and outputs a signal input by the user to the CPU 201. The position acquisition sensor 206 is a sensor that acquires position information indicating the current position of the user terminal 2. The position acquisition sensor 206 is, for example, a GPS (Global Positioning System) receiver. The location information acquired by the location acquisition sensor 206 is, for example, latitude and longitude. However, the location acquisition sensor 206 is not limited to a GPS receiver, and the location information acquired by the location acquisition sensor 206 is not limited to latitude and longitude. The location information acquired by the location acquisition sensor 206 is output to the CPU 201.

[0045] The vehicle 3 includes a data communication device 310, a touch panel display 320, a sensor 330, and a speaker 340. However, in Fig. 3, hardware components related to the processing related to the mobile locker system 100 are extracted and shown, and the hardware configuration of the vehicle 3 is not limited to that shown in Fig. 3.

[0046] The data communication device 310, the touch panel display 320, the sensor 330, and the speaker 340 are connected to each other by an in-vehicle network such as in-vehicle Ethernet (registered trademark) or a CAN (Controller Area Network).

[0047] The touch panel display 320 is provided, for example, inside the vehicle 3. In the first embodiment, the touch panel display 320 is used as an input device for user operations when a user requests support such as loading and unloading luggage or transporting luggage to a predetermined location. Also, in the first embodiment, the touch panel display 320 is used as an input device for user operations for completing a support case. In the first embodiment, the touch panel display 320 displays a screen in accordance with an instruction from the data communication device 310, and outputs the input user operation to the data communication device 310.

[0048] The sensor 330 is a sensor that monitors the state inside the vehicle 3. For example, the sensor 330 is a camera, a sensor that detects the opening and closing of the door of the locker 4, or the like. A plurality of sensors 330 may be provided. The sensor 330 may also include a plurality of types of sensors. The sensor 330 is used to detect minor abnormalities inside the vehicle 3, such as the door of the locker 4 being left open and trash being left behind. The detection value of the sensor 330 is output to the data communication device 310. For example, if the sensor 330 is a camera, the detection value of the sensor 330 is a captured image, and if the sensor 330 is a sensor that detects the opening and closing of the door of the locker 4, the detection value is information indicating that the door has been opened or closed.

[0049] The speaker 340 is installed, for example, facing the outside of the vehicle 3. In the first embodiment, the speaker 340 receives audio data from the data communication device 310 and outputs audio.

[0050] The data communication device 310 includes, as its hardware configuration, a CPU 301, a memory 302, an external storage device 303, a wireless communication unit 304, and a position acquisition sensor 305. The data communication device 310 actually performs communication with the center server 1 of the vehicle 3, but hereinafter, for convenience, the vehicle 3 will be expressed as the subject of communication. In other words, when it is stated that the vehicle 3 transmits or receives data, it is actually the data communication device 310 that transmits or receives the data.

[0051] The hardware configuration of the store terminal 5 is similar to that of the user terminal 2, for example. That is, the store terminal 5 includes a CPU, a memory, an external storage device, and a touch panel display. The store terminal 5 includes either a communication unit or a wireless communication unit depending on the type of device. The store terminal 5 may include a position acquisition sensor. However, the store terminal 5 may be a stationary device, in which case the store terminal 5 may not include a position acquisition sensor. In the first embodiment, the store terminal 5 is assumed to be a terminal used within the premises of a store, and the store's position information is substituted for the position information of the store terminal 5. Therefore, in the first embodiment, the store terminal 5 may not include a position acquisition sensor, and even if it includes a position acquisition sensor, it is not used.

[0052] Note that the hardware configurations of the center server 1, the user terminal 2, and the vehicle 3 shown in Fig. 2 are merely examples, and the hardware configurations of the center server 1, the user terminal 2, and the vehicle 3 are not limited to those shown in Fig. 2. For example, the user terminal 2 includes, in addition to the hardware components shown in Fig. 2, a microphone, a speaker, a camera, and a position sensor such as a Global Positioning System (GPS) as part of its hardware configuration.

[0053] FIG. 3 is a diagram showing an example of the functional configuration of the center server 1, the user terminal 2, the vehicle 3, and the store terminal 5. The center server 1 includes, as functional components, a control unit 11, a virtual manager terminal information DB 12, an incentive information DB 13, a history information DB 14, a service information DB 15, and a user information DB 16. The processing of the control unit 11 is achieved by the CPU 101 executing the control program of the mobile locker system 100. In the following, when the term "user terminal 2" is used, it refers to the user terminal of a user who is registered as a virtual manager, and the processing as the terminal of the virtual manager will be described. The processing of the user terminal of a general user who uses the mobile locker service will be simply referred to as "user terminal."

[0054] The control unit 11 detects the occurrence of a support case related to the vehicle 3, and requests a virtual manager present in the vicinity of the vehicle 3 to handle the support case. First, the control unit 11 receives position information from the vehicle 3 and the user terminal 2 at a predetermined period, respectively, and monitors the positions of each.

[0055] The control unit 11 detects the occurrence of a support case by receiving, for example, a support request from a user terminal or vehicle 3 requesting that the support case be dealt with. Along with the support request, identification information and location information of the sending user terminal or vehicle 3, and information related to the support case are also received. The information related to the support case is, for example, information indicating the type of support case and detailed information on the support case. Types of support cases include, for example, forgetting to close the locker 4 door, leaving trash behind, insufficient battery charge, loading and unloading luggage, and transporting luggage. The information indicating the type of support case is, for example, a flag, a code, or a keyword.

[0056] The information included in the detailed information of the supporting case varies depending on the type of the supporting case. If the supporting case is about the door of a locker 4 being left open, the detailed information of the supporting case is, for example, identification information of the storage section of the corresponding locker 4 and / or information indicating the position in the locker 4. If the supporting case is about garbage being left behind, the detailed information of the supporting case is, for example, information indicating the target garbage. The information indicating the target garbage is, for example, information indicating the type and size of the target garbage, and / or a captured image of the interior of the vehicle 3 in which the target garbage is included in the captured range.

[0057] If the support issue is insufficient battery charge, the detailed information of the support issue is, for example, the current remaining battery level. If the support issue is loading and unloading of luggage, the detailed information of the support is, for example, The detailed support information is, for example, service identification information and the size of the luggage. If the support case is the transportation of luggage, the detailed support information is, for example, service identification information, the size of the luggage, and location information of the destination. The service identification information is identification information assigned to one service that uses a mobile locker in the mobile locker service.

[0058] The occurrence of a support event is not limited to being detected by receiving a support request from the user terminal or the vehicle 3, and may be detected by the control unit 11. For example, the vehicle 3 may transmit a detection value of the sensor 330 to the center server 1 at a predetermined period, and the control unit 11 may detect the occurrence of a support event of the vehicle 3 based on the detection value of the sensor 330.

[0059] When the control unit 11 detects the occurrence of a support case, it identifies the user terminal 2 or store terminal 5 of the virtual manager that is present within a predetermined range from the vehicle 3 based on the position information of the vehicle 3 and the position information of the user terminal 2 and store terminal 5 registered as the virtual manager. The range for identifying the user terminal 2 or store terminal 5 of the virtual manager is, for example, a range within a predetermined distance from the vehicle 3 or the same section as the vehicle 3, and is set by the manager of the mobile locker system 100. Information on the user terminal 2 and store terminal 5 registered as the virtual manager is acquired by referring to the virtual manager terminal information DB 12 described later.

[0060] The control unit 11 transmits a support request to the user terminal 2 or the store terminal 5 of the identified virtual manager. Along with the support request, identification information of the target vehicle, location information of the target vehicle 3, information indicating the type of support case, information indicating the content of the support case response, information on the incentive to be granted, and detailed support information are also transmitted. The information indicating the type of support case and the detailed support information transmitted along with the support request are the same as the information indicating the type of support case and the detailed support information received along with the support request from the user terminal or the vehicle 3. However, the information indicating the type of support case transmitted along with the support request is, for example, in a message format.

[0061] The control unit 11 receives a response indicating acceptance from the user terminal 2 or the store terminal 5 in response to the support request. The control unit 11 selects the virtual administrator of the user terminal 2 or the store terminal 5 that sent the response indicating acceptance as the person who will handle the support case, and sends a formal request to the user terminal 2 or the store terminal 5. This completes the request for the support case for the vehicle 3. The control unit 11 sends support response information to the target vehicle 3 to notify that the support case will be handled. The support response information includes, for example, the type of support case, identification information of the person who will handle the support case, and detailed information about the support case described above.

[0062] The control unit 11 may transmit the support request to the user terminals 2 or store terminals 5 of multiple virtual managers that are present within a predetermined range from the vehicle 3. When accepting responses from the user terminals 2 or store terminals 5 of multiple virtual managers, for example, the control unit 11 may select the virtual manager of the user terminal 2 or store terminal 5 that sent the earliest received response indicating acceptance as the person who will handle the support case. Alternatively, the control unit 11 may select the virtual manager of the store terminal 5 as the person who will handle the support case, giving priority to the user terminal 2, from among the user terminals 2 or store terminals 5 that sent the received responses indicating acceptance.

[0063] The control unit 11 determines that the support case in question has been completed, for example, when it receives a support response completion notification indicating the completion of the support case from both the vehicle 3 and the user terminal 2 or store terminal 5 of the person handling the support case. The support response completion notification from the vehicle 3 is input by the person handling the support case from, for example, a touch panel display 320 provided on the vehicle 3. However, this is not limited to this, and the control unit 11 determines that the support case in question has been completed, for example, when it receives a support response completion notification from either the vehicle 3 or the user terminal 2 or store terminal 5 of the person handling the support case. The completion of the process may be determined.

[0064] The control unit 11 grants incentives to the person who handles the support case, for example, depending on the type of the support case. The incentives granted are, for example, points that can be used in the mobile locker system 100, discount coupons for the mobile locker service, electronic money, or cash. The control unit 11 may, for example, change the type of incentive to be granted between an individual user and a business operator. For example, the control unit 11 grants points or coupons as an incentive to an individual user. For example, the control unit 11 may pay a fee to a business operator as an incentive. For example, the control unit 11 tally up the performance of handling support cases from history information for each of the business operator's multiple stores or for all stores together, and pay a fee for a predetermined period to the business operator.

[0065] The virtual administrator terminal information DB 12, incentive information DB 13, history information DB 14, service information DB 15, and user information DB 16 are created in the storage area of ​​the external storage device 103 of the center server 1. The virtual administrator terminal information DB 12 holds information about the terminal used by the virtual administrator. The incentive information DB 13 holds information about incentives granted for each type of support case. The history information DB 14 holds history information about events responding to support cases. The service information DB 15 holds information about services requested in the mobile locker system 100. The user information DB 16 holds information about users registered in the mobile locker system 100 and businesses affiliated with the mobile locker system 100. The virtual administrator terminal information DB The information stored in each of the databases 12, 13, 14, 15, and 16 will be described in detail later.

[0066] Next, the vehicle 3 includes, as a functional configuration, a control unit 31. The processing of the control unit 31 is achieved by the CPU 301 of the data communication device 310 executing a control program for the vehicle 3 of the mobile locker system 100.

[0067] The control unit 31 acquires the detection value of the sensor 330 at a predetermined cycle and analyzes the detection value of the sensor 330 to detect minor abnormalities, such as the door of the locker 4 being left open and trash being left behind inside the vehicle 3. Note that detection conditions are set in advance for the minor abnormalities detected by the control unit 31, and when the detection value of the sensor 330 satisfies the detection condition, the control unit 31 detects the minor abnormality.

[0068] The control unit 31 also includes an ECU (Electronic Control Unit) that controls charging of a rechargeable battery provided in the vehicle 3. The Battery Control Unit (BCU) notifies you when the remaining battery power is low. The remaining charge is referred to as insufficient charge. The notification of insufficient charge is generated, for example, when the remaining power falls below a predetermined threshold. The control unit 31 also accepts input of a user operation for a support request from the touch panel display 320. In the user operation for a support request, information indicating the type of support case and detailed information on the support case are input.

[0069] When the control unit 31 detects a minor abnormality, when it receives a notification of insufficient charging, or when it receives a user operation input for a support request, it detects the occurrence of a support case and transmits a support request to the center server 1. Together with the support request, the identification information and location information of the vehicle 3, information indicating the type of the support case, and the above-mentioned detailed information of the support case are also transmitted.

[0070] When the control unit 31 transmits a support request, or when a support request regarding the vehicle 3 is transmitted from a user terminal to the center server 1, the control unit 31 receives the above-mentioned support response information from the center server 1. When the control unit 31 receives the support response information, the control unit 31 A support completion input screen including support response information is displayed on the display 320. When the completion of the support case is input from the support completion input screen, the control unit 31 transmits a support response completion notice to the center server 1.

[0071] Next, the user terminal 2 includes a control unit 21 as a functional configuration. The processing of the control unit 21 is achieved by the CPU 201 executing an application program for utilizing the services of the mobile locker system 100. When the control unit 21 receives input of a user operation for user registration, it transmits a user registration request to the center server 1. Together with the user registration request, for example, a user name, a password, identification information of the user terminal 2, and information indicating whether or not to register as a virtual administrator are also transmitted.

[0072] When the control unit 21 receives a support request from the center server 1, it notifies the user that a support request has been made. The notification method is, for example, push notification. The control unit 21 displays a support request screen (described later) including information on the support request on the touch panel display 205. When a user operation indicating acceptance or refusal is input through the touch panel display 205, the control unit 21 transmits a response indicating acceptance or refusal to the center server 1. When the control unit 21 receives a formal request from the center server 1, it outputs, for example, to the touch panel display 205, that the control unit 21 has formally received a request to handle the support case as a provider. When a user operation indicating completion of handling the support case is input, the control unit 21 transmits a support completion notification to the center server 1. In addition, the identification information of the user terminal 2 is also transmitted in the response to the center server 1.

[0073] Next, the store terminal 5 includes a control unit 51 as a functional component. The control unit 51 is achieved by the CPU of the store terminal 5 executing a program for the store terminal 5 of the mobile locker system 100 held in an external storage device. Like the control unit 21, when the control unit 51 receives a support request from the center server 1, it notifies the store staff acting as the virtual administrator by voice or the like, and displays a support request screen on, for example, a touch panel display. When a user operation indicating acceptance or refusal is input, the control unit 51 transmits a response indicating acceptance or refusal to the center server 1. When the control unit 51 receives a formal request from the center server 1, it outputs, for example, to a touch panel display, that the control unit 51 has received a formal request to handle the support case as a provider. When a user operation indicating completion of handling the support case is input, the control unit 51 transmits a support completion notification to the center server 1. In addition, the identification information of the store terminal 5 is also transmitted in the response to the center server 1.

[0074] 4 is an example of information stored in the user information DB 16. The user information DB 16 stores information on users who are registered with the mobile locker system 100 or businesses affiliated with the mobile locker system 100. One record in the mobile locker system 100 includes fields for user ID, individual / business, virtual administrator, gender, age, and incentive.

[0075] The user ID field stores user identification information. The user identification information is uniquely assigned in the mobile locker system 100. The individual / business field stores information indicating whether the user is an individual user or a business. The information indicating whether the user is an individual user or a business is, for example, any of a flag, a code, or a keyword.

[0076] The virtual administrator field stores information indicating whether or not a user is a virtual administrator. The information for determining whether or not a user is a virtual administrator may be, for example, a flag, a code, or , a keyword. The gender and age fields store information indicating the user's gender and age, respectively. The information indicating the user's gender and age is, for example, a flag, a code, or a keyword. The gender and age fields store values ​​when the individual / business field stores information indicating an individual user. When the individual / business field stores information indicating a business, the gender and age fields are empty.

[0077] The incentive field stores information about incentives held by the user. For example, incentives are given to individual users in the form of points and coupons that can be used in the mobile locker system 100. In the first embodiment, a fee is paid to the business operator as an incentive. Depending on the contract, incentives may not be paid to the business operator.

[0078] A record in the user information DB 16 is registered, for example, when a user registration request is received from the user terminal 2 and when a partnership contract is concluded with a business operator. Whether or not to register as a virtual administrator is selected by the user. The information held in the user information DB 16 is not limited to the information shown in FIG.

[0079] 5 is an example of information stored in the virtual manager terminal information DB 12. The virtual manager terminal information DB 12 stores information about terminals used by virtual managers. One record in the virtual manager terminal information DB 12 corresponds to one terminal used by a virtual manager. One record in the virtual manager terminal information DB 12 includes fields for a terminal ID, a user ID, a store ID, and location information.

[0080] The terminal ID field stores identification information of the user terminal 2 or the store terminal 5. The identification information of the user terminal 2 and the store terminal 5 may be, for example, uniquely assigned in the mobile locker system 100, or may be terminal identification information that is uniquely assigned in advance to the user terminal 2 and the store terminal 5. The user ID field stores identification information of the user of the user terminal 2 or the store terminal 5.

[0081] The store ID field stores identification information of the store where the store terminal 5 is used. The store identification information may be assigned to each store by a business operator, or may be uniquely assigned by the mobile locker system 100. The store ID field is empty if the user terminal 2 is that of an individual user.

[0082] The location information field stores information indicating the locations of the user terminal 2 and the store terminal 5. In the case of the user terminal 2, the location information field is updated by the control unit 11 every time location information is received from the user terminal 2 at a predetermined period. In the case of the store terminal 5, the location information field stores location information of the store where the store terminal 5 is used.

[0083] A record in the virtual manager terminal information DB 12 is registered by the control unit 11, for example, when a user registration request is received from the user terminal 2, and when a terminal registration request is received from the store terminal 5 after a partnership contract is concluded with the business operator. The information held in the virtual manager terminal information DB 12, which also receives user identification information, store identification information, terminal identification information, and store location information together with the terminal registration request from the store terminal 5, is not limited to the information shown in FIG.

[0084] FIG. 6 is an example of information stored in the incentive information DB 13. The incentive information DB 13 stores the correspondence between the type of support case and the incentive. One record in the incentive information DB 13 includes an incident ID, support content, and , which contains a field for incentives.

[0085] The incident ID field stores identification information for identifying the support case. The support content field stores information indicating the type of support case corresponding to the incident ID. The information indicating the type of support case is either a flag, a code, or a keyword.

[0086] The incentive field stores information on the incentive given to the virtual administrator who handled the support case. In the first embodiment, the incentive information DB 13 shown in FIG. 6 is referenced by the control unit 11 when an incentive is given to an individual user. However, when the same incentive is given to both an individual user and a business, the same incentive information DB 13 may be shared. Note that the information held in the incentive information DB 13 is not limited to that shown in FIG. 6.

[0087] 7 is an example of information stored in the history information DB 14. The history information DB 14 stores history information related to responses to support cases. One record in the history information DB 14 includes fields for a time stamp, a user ID, an individual / business, and support details.

[0088] The timestamp field stores, for example, the date and time when the record is registered. The value of the timestamp field may be the date and time when a support response completion notice is received from the user terminal 2 or the store terminal 5 of the virtual manager who responded to the support case, or from the target vehicle 3.

[0089] The user ID field stores identification information of the user who is the virtual administrator who handled the support case. The individual / business field stores information indicating whether the user who is the virtual administrator who handled the support case is an individual user or a business. The support content field stores information indicating the type of support case.

[0090] In the first embodiment, a record in the history information DB 14 is created and registered by the control unit 11 when a support response completion notification has been received from both the user terminal 2 or shop terminal 5 of the virtual manager who responded to the support case and the target vehicle 3. The history information DB 14 is calculated by the control unit 11, for example, when calculating a fee for responding to each business operator support case during a predetermined period. The fee to the business operator is calculated, for example, by tallying up the number of times support cases were handled by each business operator and by type, calculating a fee according to the number of times support cases were handled, and totaling the fees for all types.

[0091] The information stored in the history information DB 14 is not limited to that shown in Fig. 7. For example, the history information DB 14 may include identification information of the vehicle to be supported and detailed information of the support case.

[0092] Fig. 8 is an example of information stored in the service information DB 15. The service information DB 15 stores service information. One record in the service information DB 15 shown in Fig. 8 is service information for a service provided in response to one locker use request. One record in the service information DB 15 shown in Fig. 8 includes fields for a service ID, a user ID, a locker ID, a deposit date and time, a deposit location, a removal date and time, and a removal location.

[0093] The service ID field stores the service identification information. The service identification information is used when a service is provided in response to a locker usage request received from a user terminal. is assigned by the control unit 11. The user ID field stores identification information of a user. The locker ID field stores identification information of a storage unit of a locker 4 assigned to the service.

[0094] The fields of deposit date and time, deposit location, take-out date and time, and take-out location store information indicating the deposit date and time, deposit location, take-out date and time, and take-out location, respectively. Information indicating the deposit location and take-out location is, for example, an address, latitude and longitude, and a landmark name. The deposit date and time and take-out date and time are indicated, for example, by year, month, day, hour, and minute.

[0095] When the control unit 11 receives a locker use request from a user terminal and the provision of the service is established, the control unit 11 adds a record to the service information DB 15. When the record is added, the control unit 11 assigns identification information to the established service and stores it in the service ID field. The locker ID field stores the identification information of the storage unit of the locker 4 assigned by the control unit 11. The user ID, deposit date and time, deposit location, removal date and time, and removal location fields store the user identification information, deposit date and time, deposit location, removal date and time, and removal location received by the control unit 11 from the user terminal together with the locker use request. The information held in the service information DB 15 is not limited to the information shown in FIG. 8.

[0096] 9 is an example of a user registration screen of the user terminal 2. The user registration screen is a screen for inputting information about a user and registering the user in the mobile locker system 100. The user registration screen is displayed, for example, when user registration is selected from a menu of an application program for using the services of the mobile locker system 100.

[0097] 9 includes input fields for the user name, password, sex, age group, registered region, and payment method, a check box for selecting registration as a virtual administrator, a user registration button, and a cancel button. When the user registration button is selected, an operation for a user registration request is input to the user terminal 2, and the control unit 21 transmits the user registration request to the center server 1.

[0098] Together with the user registration request, information regarding the user name, password, gender, age group, registered region, and payment method entered on the user registration screen is also sent to the center server 1. If a check box for selecting registration as a virtual administrator is checked on the user registration screen, information indicating registration as a virtual administrator is also sent to the center server 1 together with the user registration request. If a check box for selecting registration as a virtual administrator is not checked, information indicating not to register as a virtual administrator is also sent to the center server 1 together with the user registration request. Note that the user registration screen shown in FIG. 9 is just an example, and the configuration of the user registration screen is not limited to the example shown in FIG. 9.

[0099] 10 is an example of a support response request screen of the user terminal 2. The support response request screen is a screen for inputting a response as to whether or not to accept the implementation of the support case for the vehicle 3. The support response request screen is displayed when a support response request is received from the center server 1. In other words, the support response request screen is displayed when the user of the user terminal 2 is registered as a virtual administrator and the user terminal 2 is present within a predetermined range of the vehicle 3 that requires the support case to be handled.

[0100] The support request screen shown in Fig. 10 includes information indicating the type of support case, information indicating the support case response content, identification information of the target vehicle 3, information regarding the incentive to be provided, a display field indicating captured images of the inside of the target vehicle 3 and location information of the target vehicle 3, an accept button, and a reject button. Both are received from the center server 1.

[0101] In the example shown in FIG. 10, a message "Trash left inside vehicle" is displayed as information indicating the type of support case. A message "Please remove the trash from the vehicle" is displayed as information indicating the content of the support case. "Vehicle identification information: CA001" is displayed as information on the target vehicle 3. "Awarded points: 100pt" is displayed as information regarding the incentive to be granted.

[0102] The captured image of the inside of the target vehicle 3 in the example shown in Fig. 10 is one of the pieces of information included in the detailed support information when the type of support case is left behind garbage. In the example shown in Fig. 10, the vehicle location information is notified by the center server 1 as latitude and longitude, for example, and is displayed on the user terminal 2 together with the current location of the user terminal 2 on a map for easy visual understanding.

[0103] When the "accept" button is selected, the control unit 21 transmits a response indicating acceptance to the center server 1. When the "reject" button is selected, the control unit 21 transmits a response indicating rejection to the center server 1. Together with the response indicating acceptance or rejection, the control unit 21 also transmits identification information of the user terminal 2 and identification information of the user to the center server 1. Note that the configuration of the support request screen is not limited to the example shown in FIG.

[0104] <Processing flow> Fig. 11 is an example of a flowchart of the process of the vehicle 3 according to the first embodiment. The process shown in Fig. 11 is repeatedly executed at a predetermined cycle. The process shown in Fig. 11 is executed by the CPU 301 of the data communication device 310, but for convenience, the process will be described mainly with respect to the functional components.

[0105] In OP101, the control unit 31 determines whether or not a support event has occurred. The occurrence of a support event is detected, for example, when a minor abnormality is detected, when a notification of insufficient charging is received, or when a user operation input for a support request is received. If a support event has occurred (OP101: YES), the process proceeds to OP102. If a support event has not occurred (OP101: NO), the process proceeds to OP103.

[0106] In OP102, the control unit 31 transmits a support request to the center server 1. Together with the support request, for example, identification information and location information of the vehicle 3, information indicating the type of the support case, and detailed information of the support case are also transmitted.

[0107] In OP103, the control unit 31 determines whether or not support response information has been received from the center server 1. The support response information is transmitted from the center server 1 to the vehicle 3 when a support request is made from a user terminal or the vehicle 3. The support response information includes, for example, information indicating the type of support case, identification information of the person providing the support, and detailed information of the support case. If support response information has been received from the center server 1 (OP103: YES), the process proceeds to OP105.

[0108] If no support response information has been received from the center server 1, or if no support response information has been received from the center server 1 even after a predetermined time has elapsed since the support request was sent (OP103: NO), the processing shown in Figure 11 is terminated.

[0109] In OP105, the control unit 31 determines whether or not a user operation for completing support is input. The user operation for completing support is input by a user (virtual administrator) who is the person who handles the support case. When a user operation for completing support is input, If the answer is YES in OP105, the process proceeds to OP106, and the control unit 31 transmits a support response completion notification to the center server 1. If a user operation to complete support response has not been input (NO in OP105), the control unit 31 enters a standby state until a user operation to complete support response is input.

[0110] In OP107, the control unit 31 determines whether or not a response has been received from the center server 1. If a response has been received from the center server 1 (OP107: YES), the process shown in Fig. 11 ends. If a response has not been received from the center server 1 (OP107: NO), the control unit 31 goes into a standby state until a response is received from the center server 1.

[0111] Fig. 12 is an example of a flowchart of the process of the center server 1 according to the first embodiment. The process shown in Fig. 12 is repeatedly executed at a predetermined cycle. The process shown in Fig. 12 is executed by the CPU 101, but for convenience, the process will be described mainly with respect to the functional components.

[0112] In OP201, the control unit 11 determines whether or not a support request has been received from the user terminal or the vehicle 3. Along with the support request, for example, identification information and location information of the vehicle 3, information indicating the type of support case, and detailed information of the support case are also received. If a support request has been received (OP201: YES), the process proceeds to OP202. If a support request has not been received (OP201: NO), the process shown in FIG. 12 ends.

[0113] In OP202, the control unit 11 refers to the virtual manager terminal information DB 12 to identify the user terminal 2 or the store terminal 5 of the virtual manager that is present within a predetermined range from the vehicle 3. In OP203, the control unit 11 transmits a support response request to the user terminal 2 or the store terminal 5 identified in OP202. Together with the support response request, for example, identification information of the target vehicle 3, location information of the target vehicle 3, information indicating the type of support case, information indicating the content of the support case response, information regarding the incentive to be granted, detailed support information, and the like are also transmitted.

[0114] In OP204, the control unit 11 judges whether or not a response indicating acceptance of the support request has been received from the user terminal 2 or the store terminal 5 that is the destination of the support request transmitted in OP203. When a response indicating acceptance of the support request has been received (OP204: YES), the process proceeds to OP205. When a response indicating acceptance of the support request has not been received, that is, when a response indicating rejection has been received (OP204: NO), the process shown in FIG. 12 ends. When multiple user terminals 2 or store terminals 5 are specified in OP202 and the support request has been transmitted to multiple user terminals 2 or store terminals 5 in OP203, if a response indicating acceptance is received from at least one user terminal 2 or store terminal 5, then OP204 is judged as positive. On the other hand, when a response indicating acceptance is not received from any one user terminal 2 or store terminal 5, then OP204 is judged as negative.

[0115] In OP205, the control unit 11 determines the user (virtual administrator) of the user terminal 2 or store terminal 5 that is the sender of the received response indicating acceptance as the person who will handle the support case, and transmits a formal request to the user terminal 2 or store terminal 5. If responses indicating acceptance are received from a plurality of user terminals 2 or store terminals 5, the control unit 11 determines the user of the user terminal 2 or store terminal 5 that satisfies a random or predetermined condition from among the plurality of user terminals 2 or store terminals 5 as the person who will handle the support case. The predetermined condition is, for example, that the user terminal 2 or store terminal 5 is the sender of the first received response indicating acceptance, or that the store terminal 5 is given priority. In addition, in OP205, the control unit 11 transmits support response information to the vehicle 3.

[0116] In OP206, the control unit 11 determines whether or not a support response completion notification has been received from the vehicle 3. If a support response completion notification has been received from the vehicle 3 (OP206: YES), the process proceeds to OP207. If a support response completion notification has not been received from the vehicle 3 (OP206: NO), the control unit 11 enters a standby state until a support response completion notification is received from the vehicle 3.

[0117] In OP207, the control unit 11 determines whether or not a support response completion notice has been received from the user terminal 2 or the store terminal 5 of the person who will handle the support case. If a support response completion notice has been received from the user terminal 2 or the store terminal 5 of the person who will handle the support case (OP207: YES), the processing proceeds to OP208. If a support response completion notice has not been received from the user terminal 2 or the store terminal 5 of the person who will handle the support case (OP207: NO), the control unit 11 enters a standby state until a support response completion notice is received.

[0118] In OP208, the control unit 11 transmits a response to the vehicle 3 and the user terminal 2 or the shop terminal 5 of the person who handled the support case. The control unit 11 also records the history information in the history information DB 14. In OP209, the control unit 11 refers to the incentive information DB 13, grants an incentive to the person who handled the support case according to the type of the support case, and updates the corresponding user information in the user information DB 16. The process of OP209 is performed when the person who handled the support case is an individual user. After that, the process shown in FIG. 12 ends.

[0119] Fig. 13 and Fig. 14 are each an example of a flowchart of the processing of the user terminal 2 according to the first embodiment. The processing of Fig. 13 and Fig. 14 is repeatedly executed at a predetermined cycle. The processing shown in Fig. 13 and Fig. 14 is executed by the CPU 201, but for convenience, the processing will be described mainly with respect to the functional components.

[0120] Fig. 13 is an example of a flowchart of the user registration process of the user terminal 2. In OP301, the control unit 21 determines whether or not a user operation for a user registration request has been input through the touch panel display 205. If a user operation for a user registration request has been input (OP301: YES), the process proceeds to OP302. If a user operation for a user registration request has not been input (OP301: NO), the process shown in Fig. 13 ends.

[0121] In OP302, the control unit 21 transmits a user registration request to the center server 1. Together with the user registration request, for example, a user name, a password, identification information of the user terminal 2, and information indicating whether or not to register the user as a virtual administrator are also transmitted.

[0122] In OP303, the control unit 21 determines whether or not a response to the user registration request has been received from the center server 1. Receiving a response from the center server 1 indicates that the user of the user terminal 2 has been registered in the mobile locker system 100. If a response to the user registration request has been received from the center server 1 (OP303: YES), the processing shown in Fig. 12 ends. If a response to the user registration request has not been received from the center server 1 (OP303: NO), the control unit 21 enters a standby state until a response is received from the center server 1.

[0123] 14 is an example of a flowchart of processing performed by the user terminal 2 when a support request is received. In OP401, the control unit 21 determines whether or not a support request has been received from the center server 1. If a support request has been received from the center server 1 (OP401: YES), the processing proceeds to OP402. If a support request has not been received from the center server 1 (OP401: NO), the processing shown in FIG. 14 ends. do.

[0124] In OP402, the control unit 21 displays a support response request screen on the touch panel display 205. In OP403, the control unit 21 determines whether or not a user operation of a response indicating acceptance has been input through the touch panel display 205. If a user operation of a response indicating acceptance has been input (OP403: YES), the process proceeds to OP404, where the control unit 21 transmits a response indicating acceptance to the center server 1. If a user operation of a response indicating refusal has been input (OP403: NO), the process proceeds to OP405, where the control unit 21 transmits a response indicating refusal to the center server 1. Thereafter, the process shown in FIG. 14 ends.

[0125] In OP406, the control unit 21 determines whether or not a formal request has been received from the center server 1. If a formal request has been received from the center server 1 (OP406: YES), the process proceeds to OP407. For example, if a formal request has not been received from the center server 1 even after a predetermined time has elapsed (OP406: NO), the process shown in Fig. 14 ends.

[0126] In OP407, the control unit 21 determines whether or not a user operation for completing support has been input. If a user operation for completing support has been input (OP407: YES), the process proceeds to OP408, in which the control unit 21 transmits a support completion notification to the center server 1. If a user operation for completing support has not been input (OP407: NO), the control unit 21 enters a standby state until a user operation for completing support is input.

[0127] In OP409, the control unit 21 determines whether or not a response has been received from the center server 1. If a response has been received from the center server 1 (OP409: YES), the process shown in Fig. 14 ends. If a response has not been received from the center server 1 (OP409: NO), the control unit 21 enters a standby state until a response is received from the center server 1.

[0128] Note that the processes shown in FIGS. 11 to 14 are merely examples, and processes can be added, replaced, or deleted as appropriate depending on the embodiment.

[0129] Fig. 15 is a diagram showing an example of a sequence of a virtual manager responding to a support case of the vehicle 3 in the first embodiment. Fig. 15 shows a processing sequence from when a minor abnormality occurs in the vehicle 3 to when the virtual manager around the vehicle 3 responds to the minor abnormality.

[0130] In S11, the vehicle 3 detects a minor abnormality, such as the door of the locker 4 being left open (OP101 in FIG. 11: YES). In S12, the vehicle 3 transmits a support request to the center server 1 (OP102 in FIG. 11). Along with the support request transmitted in S12, the identification information and location information of the vehicle 3, information indicating that the door of the locker 4 has been left open, and the identification information of the storage section of the corresponding locker 4 and / or information indicating the position of the storage section in the locker 4 are also transmitted. The information indicating that the door of the locker 4 has been left open corresponds to information indicating the type of support case. The identification information of the storage section of the corresponding locker 4 and / or information indicating the position of the storage section in the locker 4 corresponds to detailed information of the support case.

[0131] In S13, the center server 1 receives a support request from the vehicle 3 (OP201 in FIG. 12: YES), and identifies the user terminal 2 as the terminal of the virtual administrator that is present within a predetermined range from the vehicle 3 (OP202 in FIG. 12). In S14, the center server 1 transmits a support request to the user terminal 2 (OP203 in FIG. 12). In S14, the support request is transmitted to the user terminal 2 along with the identification information and location information of the vehicle 3, information indicating that the door of the locker 4 has been left closed, and the corresponding The identification information of the storage section of the locker 4 and / or the location in the locker 4, and information regarding the incentive to be awarded are also transmitted.

[0132] In S15, the user terminal 2 receives the support request from the center server 1 (OP401: YES in FIG. 14), displays a support request screen (OP402 in FIG. 14), receives a user operation input of a response indicating acceptance (OP403: YES in FIG. 14), and transmits the response indicating acceptance to the center server 1 (OP404 in FIG. 14). In S16, the center server 1 receives the response indicating acceptance from the user terminal 2 (OP204: YES in FIG. 12), and transmits a formal request to the user terminal 2 (OP205 in FIG. 12). In S17, the center server 1 transmits support information to the vehicle 3.

[0133] In S21, the virtual administrator, who is the user of the user terminal 2, gets into the vehicle 3 and performs a corresponding process, such as closing the door of the locker 4 that was forgotten to be closed. In S22, the virtual administrator, who is the user of the user terminal 2, inputs a user operation to the user terminal 2 and the vehicle 3 to complete the support response (OP105: YES in FIG. 11, OP407 in FIG. 14). In S23, the vehicle 3 transmits a support response completion notification to the center server 1 (OP106 in FIG. 11). In S24, the user terminal 2 transmits a support response completion notification to the center server 1 (OP408 in FIG. 14).

[0134] In S25, since the center server 1 has received support response completion notifications from both the user terminal 2 and the vehicle 3 (OP206: YES, OP207: YES in FIG. 12), it transmits responses to the user terminal 2 and the vehicle 3 (OP208 in FIG. 12). In S26, the center server 1 gives an incentive to the user of the user terminal 2 for addressing the issue of forgetting to close the door of the locker 4 (OP209 in FIG. 12).

[0135] <Effects of the First Embodiment> In the first embodiment, a user or a business operator serves as a virtual manager capable of handling support cases for the vehicle 3, so that managers of the vehicle 3 can be distributed. As a result, even if a support case for the vehicle 3 occurs, the support case is handled by the virtual manager in the vicinity of the vehicle 3. Therefore, according to the first embodiment, support cases for the vehicle 3 can be handled more quickly.

[0136] For example, if the support issue for the vehicle 3 is a minor abnormality, the vehicle 3 can resolve the abnormality without returning to a center, etc., thereby improving the operating rate. Also, for example, if the support issue for the vehicle 3 is support for loading and unloading luggage or transportation from the vehicle 3 to a specified location, the convenience of the user who uses the mobile locker service can be improved.

[0137] In addition, in the first embodiment, an incentive is given to a virtual administrator who has responded to a support case for the vehicle 3, so that it is possible to encourage the virtual administrator to register as a virtual administrator. In addition, the type or timing of the incentive given varies depending on whether the user is an individual user or a business operator, so that an incentive that is convenient for the virtual administrator can be given.

[0138] <Modification of the first embodiment> In the first embodiment, a virtual manager present within a predetermined range from the vehicle 3 is selected as a person who will handle the support case for the vehicle 3. In addition, in a modified example of the first embodiment, the attributes of the virtual manager are also taken into consideration when selecting a person who will handle the support case for the vehicle 3.

[0139] For example, if the luggage is large or heavy, women may have difficulty loading and unloading the luggage. In addition, when a user who uses a mobile locker service requests a virtual administrator to load and unload or transport luggage, the user and the virtual administrator meet face to face. When requesting the transportation of luggage, for example, the luggage may be delivered to the user's home. For this reason, for example, a user who requests the loading and unloading of luggage and transportation may have desired conditions regarding attributes for the person who will handle the support case, such as preferring a woman over a man and preferring a young person.

[0140] In a modified example of the first embodiment, the control unit 11 selects a male virtual manager as the supporter when the support case for the vehicle 3 is loading and unloading or delivery of luggage and the size of the luggage is a predetermined size or larger. The control unit 11 also accepts desired conditions for the supporter from the user requesting support for the support case, and selects a virtual manager that meets the desired conditions as the supporter. Note that the user is the sender of the support request when the type of support case is loading and unloading luggage, and transporting luggage from the vehicle 3 to a predetermined location.

[0141] Fig. 16 is a flowchart of a provider selection process in a modified example of the first embodiment. The process shown in Fig. 16 is executed instead of the process of OP202 in Fig. 12, for example. That is, the process shown in Fig. 16 is started after the control unit 11 receives a support request from a user terminal or a vehicle 3 (OP201 in Fig. 12).

[0142] In OP501, the control unit 11 refers to the virtual manager terminal information DB 12 to identify the user terminal 2 or the store terminal 5, which is the terminal of the virtual manager that exists within a predetermined range from the vehicle 3. In OP502, the control unit 11 determines whether there are desired conditions for the person who will handle the support case of the vehicle 3. The desired conditions for the person who will handle the support case are input into the user terminal or the vehicle 3, for example, by the user who is the sender of the support request, and are transmitted to the center server 1 together with the support request. The desired conditions for the person who will handle the support case include, for example, the specification of attributes such as gender and age.

[0143] If there are desired conditions for the implementer (OP502: YES), the process proceeds to OP503. In OP503, the control unit 11 refers to the user information DB 16 and extracts the user terminal 2 or the store terminal 5 of the virtual manager that matches the desired conditions from among the user terminals 2 and the store terminals 5 that are the terminals of the virtual manager identified in OP501. Thereafter, the process proceeds to OP203 in FIG. 12. In this case, the implementer for handling the support case for the vehicle 3 is selected from among the virtual managers who are within a predetermined range from the vehicle 3 and match the desired conditions. Note that since the business operator does not have attributes such as gender and age, the business operator may be treated as satisfying the gender and age included in the desired conditions.

[0144] If there are no desired conditions for the implementer (OP502: NO), the process proceeds to OP504. In OP504, the control unit 11 determines whether the type of the support case for the vehicle 3 is loading and unloading of luggage or transportation from the vehicle 3 to a predetermined location. If the type of the support case for the vehicle 3 is neither loading and unloading of luggage nor transportation from the vehicle 3 to a predetermined location (OP504: NO), the process proceeds to OP203 in Fig. 12. In this case, a implementer to handle the support case for the vehicle 3 is selected from among the virtual managers present within a predetermined range from the vehicle 3.

[0145] In OP505, the control unit 11 determines whether the size of the luggage to be unloaded or transported is equal to or larger than a predetermined size. The size of the luggage may be classified into stages based on the total length of three sides of the luggage, namely, width, height, and depth, for example. The size of the luggage is input to the user terminal or vehicle 3 by the user who is the sender of the support request, and is transmitted to the center server 1 together with the support request.

[0146] When the size of the cargo to be loaded, unloaded or transported is equal to or larger than the specified size (OP5 12. In this case, a person who will handle the support case for the vehicle 3 is selected from among the male virtual managers who are present within a predetermined range from the vehicle 3.

[0147] When the size of the cargo to be unloaded or transported is less than the predetermined size (OP505: NO), the process proceeds to OP203 in Fig. 12. In this case, a person to handle the support case for the vehicle 3 is selected from among the virtual managers present within a predetermined range from the vehicle 3.

[0148] According to the modified example of the first embodiment, a virtual manager with attributes according to the size of the luggage and the desired conditions of the user who made the support request can be selected as the person who will handle the support case for the vehicle 3. For example, when the support case for the vehicle 3 is loading and unloading or delivery of luggage, a male virtual manager is selected as the person who will handle the luggage if it is large, so that loading and unloading or transportation can be carried out smoothly. For example, when the user who makes the support request has desired conditions for the person who will handle the support case, a virtual manager that meets the desired conditions can be selected as the person who will handle the support case, and the convenience of the mobile locker service can be improved.

[0149] <Second embodiment> In the first embodiment, a support request is sent from the center server 1 to the user terminal 2 or store terminal 5 of a virtual manager present in the vicinity of the vehicle 3. In the second embodiment, instead, when a virtual manager is present in the vicinity of the vehicle 3, the vehicle 3 outputs an audio message indicating the support request, thereby notifying the surrounding virtual managers of the support request. In the second embodiment, the system configuration, and the hardware configuration and functional configuration of each device are the same as those in the first embodiment.

[0150] Fig. 17 is an example of a flowchart of the process of the vehicle 3 according to the second embodiment. The process shown in Fig. 17 is repeatedly executed at a predetermined cycle. The process shown in Fig. 17 is executed mainly by the CPU 310 of the data communication device 310, but for convenience, the process will be described mainly by the functional components of the vehicle 3. In the second embodiment, the process shown in Fig. 17 is executed in place of the process shown in Fig. 11 of the first embodiment.

[0151] In OP601, the control unit 31 determines whether or not a support event has occurred. The occurrence of a support event is detected, for example, when a minor abnormality is detected, when a notification of insufficient charging is received, and when a user operation input for a support request is received. In the second embodiment, a support request is transmitted from a user terminal to the center server 1, and when the vehicle 3 matches the support request, the support request is transmitted from the center server 1 to the vehicle 3. Therefore, in the second embodiment, the control unit 31 detects that a support event has occurred even when a support request is received from the center server 1.

[0152] If a support event has occurred (OP601: YES), the process proceeds to OP602. If a support event has not occurred (OP601: NO), the process shown in FIG. 17 ends.

[0153] In OP602, the control unit 31 transmits a request to identify the virtual manager to the center server 1. The request to identify the virtual manager is a request to determine whether or not a user terminal 2 or a shop terminal 5, which is the virtual manager's terminal, is present within a predetermined range from the vehicle 3. Along with the request to identify the virtual manager, for example, identification information and location information of the vehicle 3 are also transmitted. In response to the request to identify the virtual manager, the center server 1 transmits a request to determine whether or not a user terminal 2 or a shop terminal 5, which is the virtual manager's terminal, is present within a predetermined range from the vehicle 3. The center server 1 receives information indicating whether or not a user terminal 2 or a store terminal 5 is present. However, without being limited to this, for example, the center server 1 may also receive identification information of the user terminal 2 or the store terminal 5, which is the terminal of the virtual manager, within a predetermined range from the vehicle 3.

[0154] In OP603, the control unit 31 determines whether or not a user terminal 2 or a store terminal 5, which is a terminal of the virtual manager, is present within a predetermined range from the vehicle 3. The determination in OP603 is made based on a response to a request from the center server 1 to identify the virtual manager. If a user terminal 2 or a store terminal 5, which is a terminal of the virtual manager, is present within a predetermined range from the vehicle 3 (OP603: YES), the process proceeds to OP604. If a user terminal 2 or a store terminal 5, which is a terminal of the virtual manager, is not present within the predetermined range from the vehicle 3 (OP603: NO), the process shown in FIG. 17 ends.

[0155] In OP604, the control unit 31 outputs a voice message requesting a support case of the vehicle 3 from the speaker 340. The voice message requesting a support case to be output from the speaker 340 is, for example, "Please support me." However, the present invention is not limited to this, and the control unit 31 may simply output an alarm sound from the speaker 340. The output of the voice from the speaker 340 continues for a predetermined time, for example, until a response of acceptance is input.

[0156] When a virtual administrator present around the vehicle 3 notices the voice output from the vehicle 3 and agrees to handle the support case, for example, the virtual administrator inputs a response indicating agreement and his / her own identification information via the touch panel display 320 of the vehicle 3. At this time, for example, a screen including information such as the type of support case, such as a support response request screen, may be displayed on the touch panel display 320.

[0157] In OP605, the control unit 31 determines whether or not a user operation indicating a response of approval has been input through, for example, the touch panel display 320. If a user operation indicating a response of approval has been input (OP605: YES), the process proceeds to OP606. If a user operation indicating a response of approval has not been input even after a predetermined time has elapsed (OP605: NO), the process shown in FIG. 17 ends.

[0158] In OP606, the control unit 31 determines whether or not a user operation to complete support has been input. The user operation to complete support is input by the user (virtual administrator) who is the person who handles the support case. If a user operation to complete support has been input (OP606: YES), the process proceeds to OP607, and the control unit 31 transmits a support completion notification to the center server 1. This causes the center server 1 to record history information on the handling of the support case of the vehicle 3. If a user operation to complete support has not been input (OP606: NO), the control unit 31 waits until a user operation to complete support is input.

[0159] In OP608, the control unit 31 determines whether or not a response has been received from the center server 1. If a response has been received from the center server 1 (OP608: YES), the process shown in Fig. 17 ends. If a response has not been received from the center server 1 (OP608: NO), the control unit 31 goes into a standby state until a response is received from the center server 1.

[0160] In the second embodiment, the vehicle 3 outputs a voice to notify the surroundings of a request for handling a support case, so that the virtual manager present in the surroundings can be directly notified of the occurrence of a support case. This makes it possible to handle the support case more quickly. The data communication device 301 of the vehicle 3 according to the second embodiment is an example of an "information processing device."

[0161] <Other embodiments> The above-described embodiment is merely an example, and the present disclosure can be modified and implemented as appropriate without departing from the spirit and scope of the present disclosure.

[0162] The processes and means described in this disclosure can be freely combined and implemented as long as no technical contradiction occurs.

[0163] Furthermore, a process described as being performed by one device may be shared and executed by multiple devices. Alternatively, a process described as being performed by different devices may be executed by one device. In a computer system, the hardware configuration (server configuration) by which each function is realized can be flexibly changed.

[0164] The present disclosure can also be realized by supplying a computer program implementing the functions described in the above embodiments to a computer, and having one or more processors of the computer read and execute the program. Such a computer program may be provided to the computer by a non-transitory computer-readable storage medium connectable to the system bus of the computer, or may be provided to the computer via a network. Non-transitory computer-readable storage media include, for example, any type of disk, such as a magnetic disk (floppy disk, hard disk drive (HDD), etc.), an optical disk (CD-ROM, DVD disk, Blu-ray disk, etc.), a read-only memory (ROM), a random access memory (RAM), an EPROM, an EEPROM, a magnetic card, a flash memory, an optical card, and any type of medium suitable for storing electronic instructions. [Explanation of symbols]

[0165] 1. Center server 2. User terminal 3. Vehicle 4. Lockers 5. Store terminal 11, 21, 31 Control section 12. Virtual administrator terminal information database 13. Incentive information database 14. History information database 15. Service Information Database 16. User information database 100··Mobile Locker System 101, 201··CPU 102, 202...Memory 103, 203...External storage device 104 Communications Department 204 Wireless communication unit

Claims

1. Detecting an occurrence of a support event requiring human intervention with respect to a vehicle providing a predetermined service; a control unit that executes a request for handling the support case to a virtual manager located in the vicinity of the vehicle; Equipped with The control unit is A predetermined incentive is given to the virtual administrator who responded to the support case, The control unit of the information processing device determines the specified incentive depending on whether the virtual administrator who handled the support case is an individual user registered with the specified service or a staff member of a business operator affiliated with the specified service.

2. The virtual administrator is a user who is registered with the specified service or a staff member of a store of an affiliated business. The information processing device according to claim 1 .

3. The vehicle is an autonomous vehicle and runs without a human on board.

3. The information processing device according to claim 1 or 2.

4. The control unit is Identifying a virtual manager located in the vicinity of the vehicle based on the location information of the vehicle and the terminal used by the virtual manager, Sending a request for handling the support case to a terminal used by the identified virtual administrator; The information processing device according to claim 1 .

5. The control unit is Further identifying a virtual administrator that matches attributes according to the type of support case; The information processing device according to claim 4.

6. The control unit is When the support case occurs at the request of a user and a desired condition of the user is accepted, a virtual administrator having attributes that satisfy the desired condition is further identified. The information processing device according to claim 4.

7. The control unit grants an incentive of a value according to the type of the support case. The information processing device according to claim 1 .

8. The control unit is receiving information indicating that the first user is to be registered as the virtual administrator from a terminal of the first user who is to register with the predetermined service; registering the first user as the virtual administrator in a storage unit; The information processing device according to claim 1 .

9. the vehicle is a vehicle loaded with lockers and used for a service of transporting luggage stored in the lockers as the specified service, The support case is any one of forgetting to close the locker door, leaving trash in the vehicle, insufficient charge of the vehicle, loading and unloading the luggage, and transporting the luggage to a specified location. The information processing device according to claim 1 .

10. The computer Detecting an occurrence of a support event requiring human intervention with respect to a vehicle providing a predetermined service; and requesting a virtual manager located in the vicinity of the vehicle to handle the support case; The computer, A predetermined incentive is given to the virtual administrator who responded to the support case, An information processing method in which the computer determines the specified incentive depending on whether the virtual administrator who handled the support case is an individual user registered with the specified service or a staff member of a business operator affiliated with the specified service.

11. The virtual administrator is a user who is registered with the specified service or a staff member of a store of an affiliated business. The information processing method according to claim 10.

12. The vehicle is an autonomous vehicle and runs without a human on board.

12. The information processing method according to claim 10 or 11.

13. The computer, Identifying a virtual manager located in the vicinity of the vehicle based on the location information of the vehicle and the terminal used by the virtual manager, Sending a request for handling the support case to a terminal used by the identified virtual administrator; The information processing method according to any one of claims 10 to 12.

14. The computer, Further identifying a virtual administrator that matches attributes according to the type of support case; The information processing method according to claim 13.

15. The computer, When the support case occurs at the request of a user and a desired condition of the user is accepted, a virtual administrator having attributes that satisfy the desired condition is further identified. The information processing method according to claim 13.

16. The computer, receiving information indicating that the first user is to be registered as the virtual administrator from a terminal of the first user who is to register with the predetermined service; registering the first user as the virtual administrator in a storage unit; 16. The information processing method according to claim 10.

17. the vehicle is a vehicle loaded with lockers and used for a service of transporting luggage stored in the lockers as the specified service, The support case is any one of forgetting to close the locker door, leaving trash in the vehicle, insufficient charge of the vehicle, loading and unloading the luggage, and transporting the luggage to a specified location.

17. The information processing method according to any one of claims 10 to 16.

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