Management System

Abstract

To appropriately provide employee customer service to a player.SOLUTION: A system that manages information related to the state of a player includes a state acquisition unit that acquires the state of the player over time, and a management device 20 that is communicably connected to the state acquisition unit. The management device 20 includes an event grasping unit 104 that grasps an event that occurs around a game machine or the player, a correlation derivation unit 109 that derives a correlation that associates the state of the player with the event, a storage unit 102 that stores the state of the player acquired by the state acquisition unit, the event grasped by the event grasping unit 104, and the correlation derived by the correlation derivation unit 109, and an output unit 110 that outputs the correlation.SELECTED DRAWING: Figure 2

Description

[Technical field]

[0001] The present invention relates to a management system for managing information relating to the status of a player. [Background technology]

[0002] For example, in an arcade equipped with gaming machines such as pachinko and slot machines, multiple employees are on standby or on patrol. Each employee provides various services to players individually. It is known that if the customer service provided by such employees is appropriate, it leads to improved customer satisfaction, which in turn leads to increased customer attraction and sales.

[0003] In order to improve the customer service provided by an employee, it is essential to properly evaluate the customer service provided by the employee. Therefore, for example, Patent Document 1 proposes an employee management system for evaluating the work content of each employee. This employee management system includes a mobile terminal device and a management device. The mobile terminal device is a device carried by each employee, and inputs the type of work performed by each employee and transmits work information indicating the type of work. The management device creates evaluation data for evaluating the employee based on the work information received from the mobile terminal device. The evaluation data includes evaluation based on the number of times each type of work was performed and evaluation based on the response time from the occurrence of a game situation that triggers the work to the time the work is performed or the time the work is completed. [Prior art documents] [Patent documents]

[0004] [Patent Document 1] JP 2004-242776 A Summary of the Invention [Problem to be solved by the invention]

[0005] However, as disclosed in Patent Document 1, the conventional employee management system simply evaluates the work of employees, and does not know how the players who received the customer service evaluated the service content. In other words, it is not possible to obtain an objective evaluation by the players. Therefore, it is not clear whether the customer service provided by the employees should be improved.

[0006] The present invention has been made in consideration of the above points, and has an object to enable employees to provide appropriate customer service to players. [Means for solving the problem]

[0007] In order to achieve the above-mentioned object, the present invention is a system for managing information related to the status of a player, comprising: a status acquisition unit which acquires the status of the player over time; and a management device communicatively connected to the status acquisition unit, wherein the management device comprises an event grasping unit which grasps events occurring around the player; a correlation derivation unit which derives a correlation relating the status of the player to the event; a memory unit which stores the status of the player acquired by the status acquisition unit, the event grasped by the event grasping unit, and the correlation derived by the correlation derivation unit; and an output unit which outputs the correlation, wherein the event grasped by the event grasping unit is a prize exchange. Another aspect of the present invention is a system for managing information relating to a player's state, comprising: a state acquisition unit that acquires the state of the player over time; and a management device communicably connected to the state acquisition unit, the management device comprising an event grasping unit that grasps events occurring around the player; a correlation derivation unit that derives a correlation that associates the state of the player with the event; a memory unit that stores the state of the player acquired by the state acquisition unit, the event grasped by the event grasping unit, and the correlation derived by the correlation derivation unit; and an output unit that outputs the correlation, and the event grasped by the event grasping unit is Gaming Machines The present invention is characterized in that the game is in a gaming state.

[0008] According to the present invention, the state acquisition unit acquires the state of the player over time, and the event grasping unit grasps the events occurring around the player. In this way, it is possible to grasp the change in the state of the player in response to the event that has occurred. For example, if the event is customer service by an employee, it is possible to grasp the change in the state of the player, such as the state of the player becoming smiling due to the customer service. Then, the correlation derivation unit derives a correlation that associates the state of the player with the event, and furthermore, the correlation is stored in the storage unit. By checking the correlation, the employee can grasp what kind of customer service will improve the state of the player, that is, improve the satisfaction of the player. As a result, it becomes possible for the employee to provide the customer service to the player appropriately.

[0009] In the management system, the state of the player may be the facial expression or movement of the player, and the state acquisition unit may have an imaging means for imaging the player.

[0010] In the management system, the management device may further include an expression intensity derivation section that quantifies the facial expression of the player as an expression intensity. Effect of the Invention

[0011] According to the present invention, the staff can provide appropriate customer service to the players, and the staff can be motivated by knowing that the customer gave a positive evaluation of the customer service they provided. [Brief description of the drawings]

[0012] [Figure 1] 1 is an explanatory diagram showing an outline of the configuration of a gaming system; [Diagram 2] FIG. 2 is an explanatory diagram showing an outline of the configuration of a machine; [Diagram 3] FIG. 2 is a block diagram showing functions of a management device. [Figure 4] 13 is an example of a graph showing smile frequency over time. [Diagram 5]FIG. 2 is a flow chart showing main steps of a management method according to the first embodiment. [Figure 6] FIG. 11 is a flowchart showing main steps of a management method according to a second embodiment. [Figure 7] FIG. 11 is a block diagram showing functions of a management device according to a third embodiment. [Figure 8] FIG. 11 is a flowchart showing main steps of a management method according to a third embodiment. [Figure 9] FIG. 13 is a flowchart showing main steps of a management method according to a fourth embodiment. [Figure 10] FIG. 13 is a block diagram showing functions of a management device according to a fifth embodiment. [Figure 11] FIG. 13 is a flowchart showing main steps of a management method according to a fifth embodiment. [Figure 12] FIG. 13 is a block diagram showing functions of a management device according to a sixth embodiment. [Figure 13] FIG. 13 is a flowchart showing main steps of a management method according to a sixth embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

[0013] Hereinafter, an embodiment of the present invention will be described with reference to the drawings. In this specification and the drawings, components having substantially the same functional configurations are denoted by the same reference numerals, and duplicated description will be omitted.

[0014] <Gaming System 1> First, the entire gaming system (management system) according to this embodiment will be described. Fig. 1 is an explanatory diagram showing an outline of the configuration of a gaming system 1.

[0015] As shown in FIG. 1, in a gaming system 1, a plurality of pachinko machines 2 (gaming machines), a plurality of space-between machines 3 and 4 (gaming devices), a plurality of slot machines 5 (gaming machines), and a plurality of space-between machines 6 (gaming devices) are connected to a network 8 via an island computer 7. The plurality of space-between machines 3 and 4 are each connected to the plurality of pachinko machines 2. The plurality of space-between machines 6 are each provided between the slot machines 5. The network 8 is, for example, a network such as a LAN.

[0016] The pachinko machines 2 and the spaced machines 3, the pachinko machines 2 and the spaced machines 4, and the slot machines 5 and the spaced machines 6 are arranged in a row to form "islands." In the following explanation, the pachinko machines 2 and the slot machines 5 are collectively referred to as "each gaming machine" unless it is necessary to explain each of them individually.

[0017] Each pachinko machine 2 is provided with an individual counter 2a. The individual counter 2a of each pachinko machine 2 is connected to the inter-machine machines 3, 4 to which the pachinko machine 2 is connected, and has a human body detection sensor. When the individual counter 2a detects a human body such as a player, it outputs a detection signal to the inter-machine machines 3, 4 connected thereto. This allows each inter-machine machine 3, 4 to detect that a person such as a player has come to that machine (the connected pachinko machine 2). Furthermore, each inter-machine machine 3, 4 may detect the actions and behaviors of the player using a human body detection sensor. In this embodiment, a configuration in which an individual counter is not provided for each slot machine 5 is shown, but an individual counter may also be provided for the slot machine 5.

[0018] Each island is provided with a surveillance camera 9 (imaging means, first camera, status acquisition unit). The surveillance camera 9 is installed, for example, on the ceiling of the gaming hall, and captures images of the surroundings of the multiple pachinko machines 2 and slot machines 5 on each island. Image data captured by the surveillance camera 9 is transmitted to a management device 20 (described later) via the island computer 7 and network 8.

[0019] The inter-machine machines 3, 4, and 6 are equipped with bill validators.

[0020] In addition to the devices described above, various other devices are provided in the gaming system 1. A counting machine 10, a fare adjustment machine 11, a prize management machine (POS) 12, a replay reception machine 13, a ticket issuing machine 14, a data display machine 15, a data publishing machine 16, a wearable terminal 17, and the like are also connected to the network 8. A prize dispensing machine 18 can also be provided in addition to the prize management machine (POS) 12.

[0021] The information from the devices is output to the management device 20 via the network 8, and is further transmitted to the card center 23 via the protocol converter 21 and the modem 22. The management device 20 is also connected to, for example, a personal computer 24. The personal computer 24 can access each piece of information managed by the management device 20, and can display and print each piece of information. Furthermore, the personal computer 24 can also perform various settings of the management device 20, such as setting a replay fee, and member registration. The information from the management device 20 is output to each device via the network 8. The communication of information from the modem 22 to the card center 23 is performed via a general communication line.

[0022] In the gaming system 1, a player can play games such as pachinko and slots using currency, a member's card 30, a non-member's card 31, etc. Specifically, in the gaming system 1, gaming media such as pachinko balls and medals (coins) are lent and borrowed between the gaming hall and the player (member player, non-member player) according to the degree (valuable value) that can be specified by the currency, the member's card 30, or the non-member's card 31, and the player plays games using the lent and borrowed pachinko balls and medals.

[0023] "Points" refers to the amount of money deposited that has been converted (converted into points) into a numerical value to be consumed in playing; for example, 10,000 yen converted into points is 100 points. A "member player" refers to a player who has a membership card 30, and whose attribute information, such as address, name, age, sex, favorite machine, contact information, and PIN number, is registered in the management device 20 in association with a membership number that can individually identify the member player. A "non-member player" refers to a general player whose information is not registered as a member player.

[0024] Next, the storage medium and each device constituting the gaming system 1 will be described.

[0025] <Member Card 30 and Non-member Card 31> The member card 30 and the non-member card 31 are contactless storage media having an IC chip and an antenna, and are card-shaped. The non-member card 31 is shorter in length and width than the member card 30, and is also thinner. The member card 30 and the non-member card 31 are not limited to a card shape, and may be, for example, coin-shaped. Alternatively, a mobile phone carried by a player may be used in place of the member card 30.

[0026] The membership card 30 can adopt a system in which (1) only the ID is recorded, and other information is managed by the management device 20, or (2) in which, in addition to the ID, valuable information such as points is recorded, and this information is also managed by the management device 20.

[0027] Here, the information when the member card 30 is used refers to ID, number of points, loaned balls, out (fired balls), safe (balls supplied to the gaming machine, i.e., balls supplied to the upper tray of the game: balls acquired by the player), win or loss (safe minus out), deposit, additional deposit, number of loaned balls, number of balls held, number of saved balls, number of saved balls for replay, number of saved medals for replay, replay fee, points, type of gaming machine, game data such as the occurrence of a jackpot, information such as troubles and events that occurred during the game, information that converts these information into history information, daily information, weekly information, member information such as address, name, age, sex, favorite machine, contact information, and PIN number. In addition, the information is not limited to these, and any information necessary for game management, such as information related to the status of the member player described later, can be managed. Furthermore, these information are information that is processed as a member when the member card 30 is used.

[0028] Non-member cards 31 can adopt (3) a system having recorded information of only the ID, and other information being managed in management device 20, (4) a system having information such as points and other valuable information, which is not managed in management device 20, or (5) a system having information such as points and other valuable information in addition to the ID, which is also managed in management device 20. (4) is not adopted for member cards 30, which require information management in management device 20.

[0029] Here, the information when the non-member card 31 is used refers to information such as the number of points, loaned balls, deposit, additional deposit, number of loaned balls, number of balls held, game data such as the occurrence of a jackpot, troubles and events that occurred during play, and other information that is managed for a limited period of time. This information is processed as a non-member when the non-member card 31 is used. In addition, this information differs from information processed as a member when the member card 30 is used in that it does not include the number of saved balls, the number of saved balls for replay, replay fees, points, types of game machines, and the like. In addition, the information managed by the management device 20 when the non-member card 31 is used is not limited to these, and any information necessary for game management, such as information related to the status of the non-member player described later, can be managed.

[0030] <Inter-stand machine 3, 4, 6> The inter-machine machine 3 (unit) and the inter-machine machine 4 (sandwich) are for pachinko, and the inter-machine machine 6 (inter-machine medal lending machine) is for slot machines. Figure 2 is an explanatory diagram showing the outline of the configuration of the inter-machine machines 3, 4, and 6, where (a) shows the inter-machine machine 3, (b) shows the inter-machine machine 4, and (c) shows the inter-machine machine 6.

[0031] The inter-machine unit 3 (unit) can communicate with the pachinko machine 2, so when the ball loan button on the pachinko machine 2 is pressed, pachinko balls can be directly supplied from inside the pachinko machine 2 to the upper tray of the pachinko machine 2. On the other hand, the inter-machine unit 4 (sand) cannot communicate with the pachinko machine 2, so pachinko balls are supplied to the upper tray of the pachinko machine 2 from the nozzle of the sand.

[0032] Also, since the inter-machine machine 6 (inter-machine medal lending machine) cannot communicate with the gaming machines, like the inter-machine machine 4 (Sand), medals are supplied to the medal payout outlet of the inter-machine machine 6 (inter-machine medal lending machine) and moved by the player to the slot machine 5. Note that a nozzle may be attached to the medal payout outlet of the inter-machine machine 6 (inter-machine medal lending machine) so that medals are automatically supplied to the medal payout outlet of the slot machine 5.

[0033] 2, each of the inter-machine machines 3, 4, 6 is provided with a card insertion slot 3a, 4a, 6a, a ball loan button 3b, 4b (because the game machine has a ball loan button, the inter-machine machine 3 (unit) may not have one), a replay button 3c, 4c, a medal loan button 6b, a replay button 6c, a return button 3d, 4d, 6d, a display unit 3e, 4e, 6e, a lamp 3f, 4f, 6f, a card recovery unit 3g, 4g, 6g, etc. The card insertion slot 3a, 4a, 6a is where cards are inserted into or ejected from the inter-machine machines 3, 4, 6.

[0034] When a card is inserted through the card insertion slots 3a, 4a, 6a, the card is transported to a reader / writer section that functions as a card processing section, and information such as the card ID is read. The read information is also sent to the management device 20. Note that, as described above, if a mobile phone carried by a player can be used instead of the membership card 30, a mobile phone reception section may be provided in addition to the card insertion slots 3a, 4a, 6a.

[0035] Here, when one card is inserted through the card insertion slots 3a, 4a, 6a, the card insertion slots 3a, 4a, 6a are closed by a mechanical means such as a solenoid, so that it is not possible to insert another card. This makes it possible to prevent card jamming, which occurs when multiple cards are inserted into the card insertion slots 3a, 4a, 6a. Also, card jamming may be prevented by other methods without using a mechanical means such as a solenoid.

[0036] The front panels of the inter-machine machines 3, 4, 6 are provided with unit cameras 3h, 4h, 6h (imaging means, second camera, status acquisition unit), respectively. The unit cameras 3h, 4h, 6h take images in the direction of players seated in the seats of the pachinko machine 2 and the slot machine 5, respectively. Image data captured by the unit cameras 3h, 4h, 6h is transmitted to the management device 20 via the island computer 7 and the network 8. The unit cameras 3h, 4h, 6h as second cameras may be provided in devices other than the inter-machine machines 3, 4, 6, for example, in the pachinko machine 2 or the slot machine 5, or in the data display device 15.

[0037] The ball loan buttons 3b and 4b are pressed when a player requests the loan of pachinko balls. For example, 500 yen worth of pachinko balls are loaned when the ball loan button 3b and 4b are pressed once. The medal loan button 6b is pressed when a player requests the loan of medals. For example, 1000 yen worth of medals are loaned when the medal loan button 6b is pressed once.

[0038] The replay buttons 3c, 4c, 6c are used only when using the membership card 30 for which a replay procedure has been carried out at the replay reception machine 13, and are pressed when a replay is to be carried out.

[0039] The display units 3e, 4e, and 6e display, for example, the value. This allows the user to check the value, such as the number of times, the number of balls held, and the number of balls saved, and to plan the timing of depositing money. The display units 3e, 4e, and 6e may display information other than the value.

[0040] In addition, the display units 3e, 4e, and 6e display evaluation buttons 3i, 4i, and 6i (evaluation units) for the customer to evaluate the customer service of the employees. The evaluation buttons 3i, 4i, and 6i are buttons to be pressed when the customer is satisfied with the customer service of the employees, and are, for example, buttons that display "Satisfied". In the following description, such evaluation buttons 3i, 4i, and 6i are referred to as "satisfied buttons". Note that the evaluation buttons 3i, 4i, and 6i may be provided with multiple "satisfied buttons" such as points of satisfaction with the customer service of the employees, satisfaction levels, and the names of employees to be evaluated, but do not include options for negative evaluation. In the evaluation of satisfaction, the degree of satisfaction may be expressed by, for example, the number of times the "satisfied button" is pressed, rather than by providing options. In addition, in this embodiment, the evaluation buttons 3i, 4i, and 6i are not displayed all the time, but are displayed for a certain period of time, as described later.

[0041] The evaluation result of the player using the evaluation buttons 3i, 4i, 6i, i.e., the evaluation result that the player is satisfied, is transmitted to the memory unit 102 of the management device 20 described later. In the memory unit 102, the evaluation result of the player is stored in association with the player. The attributes of the player are recognized by inserting a member card 30 or a non-member card 31 into the inter-machine devices 3, 4, 6.

[0042] In addition, the storage unit 102 stores the evaluation results of the players in association with the employee who provided customer service. For example, before opening, the gaming machine number is associated with the employee identification in charge of the gaming machine (island), and it is determined that the employee associated with the gaming machine from which the call was made responded. Alternatively, for example, when an employee wears a wearable terminal 17 and each wearable terminal 17 is registered in association with the area (the gaming machine in charge) in charge of the employee wearing the wearable terminal 17, it may be determined that the employee wearing the wearable terminal 17 responded to the call in the area associated with the wearable terminal 17. Furthermore, for example, the wearable terminal 17 that actually released the call by the call button 15a may be directly identified using a motion sensor or a short-distance communication state, and it may be determined that the employee wearing the wearable terminal 17 responded to the call.

[0043] Furthermore, in the memory unit 102, the evaluation results of the player are stored in association with the player's gaming data (e.g., slump graph), events (e.g., jackpot or employee call), or troubles (e.g., error occurrence or gaming machine malfunction).

[0044] The lamps 3f, 4f, and 6f are for visually identifying whether the player is a member or a non-member, and for example, they light up red for a member and blue for a non-member. They may also be lit up to identify if an error occurs in the inter-machine 3, 4, or 6.

[0045] The card collection units 3g, 4g, 6g function as non-member card processing units. They collect non-member cards 31 when the storage limit for non-member cards 31 is reached in a card storage unit that stores non-member cards 31 in a card processing machine (not shown). The non-member cards 31 collected in the card collection units 3g, 4g, 6g are collected by employees, for example, after business hours.

[0046] <Counting Machine 10> The counter 10 is called an island-end counter and is installed at the end of an island facility where pachinko machines 2 or slot machines 5 are lined up, and counts the number of pachinko balls or medals inserted.

[0047] <Payment machine 11> The settlement machine 11 returns the remaining credit points of the member's card 30 or non-member's card 31 inserted through the card insertion slot in cash.

[0048] <Prize Management Machine (POS) 12> The prize management machine (POS) 12 refers to the prize exchange value such as the number of balls held, the number of balls saved for replay, and the number of saved balls based on the ID read from the member's card 30 or non-member's card 31 inserted through the card insertion slot, displays the type and quantity of prizes to be exchanged for the prize exchange value, and if a prize payout machine 18 is installed, indicates the type and quantity of prizes to be paid out to the prize payout machine 18. Also, when a receipt issued by the counting machine 10 is used, the information recorded on the receipt is read with a barcode reader, and prizes are exchanged within the range of the prize exchange value based on that information.

[0049] <Replay reception machine 13> The replay acceptance machine 13 can accept the member's card 30, but cannot accept the non-member's card 31. The replay acceptance machine 13 transmits a request signal to the management device 20 via the network 8 to rewrite the information on the replay FLG, number of stored balls, and number of stored balls for replay stored in the management device 20 together with the ID stored in the member's card 30, and the management device 20, which receives the request signal and the ID, subtracts the number of stored balls and registers the subtracted amount in the memory as the number of stored balls for replay that can be replayed in association with the ID, thereby enabling replay. Note that some gaming halls do not have a replay acceptance machine 13, and instead register the number of stored balls for replay in the inter-machine machines 3 and 4.

[0050] <Ticket machine 14> The ticket issuing machine 14 updates the points on the member's card 30 corresponding to the amount selected by the purchase points button for the amount of bills inserted through the bill insertion slot, and issues a non-member's card 31 on which the points corresponding to that amount are recorded if the member's card 30 is not used.

[0051] <Data display 15> The data display 15 is provided on the top of each gaming machine. The data display 15 displays information such as a slump graph, the number of starts, and the number of big wins on the display unit, thereby providing information about the gaming machine to the player.

[0052] As shown in FIG. 1, the data display 15 is provided with a call button 15a (call section) and a call lamp 15b (call section). When the call button 15a is pressed, the call lamp 15b is turned on, and when the call button 15a is pressed again, the call lamp 15b is turned off. While the call button 15a is pressed and the call lamp 15b is turned on, information indicating that a call is being made is transmitted from the data display 15 to the management device 20 via the network 8 together with information capable of identifying the machine number of the corresponding gaming machine. Also, for example, instead of continuously transmitting information while the call lamp 15b is turned on, the information may be transmitted at the time when the lighting of the lamp starts and the time when the lighting of the lamp ends. By transmitting the information, the management device 20 identifies the gaming machine that is called, and determines the employee in charge of customer service at the gaming machine, and if the employee is wearing the wearable terminal 17, notifies the wearable terminal 17 that a call is being made at the gaming machine. In addition, instead of providing the call button 15a on the data display 15, it may be displayed on the display units 3e, 4e, and 6e of the machines 3, 4, and 6.

[0053] <Data Releaser 16> The data disclosure machine 16 displays, on the display unit, information such as a slump graph for each gaming machine, the number of starts, the number of jackpots, gaming machine rankings, and wins and losses for each gaming machine, thereby providing information about the gaming machines to the player.

[0054] <Wearable Device 17> Wearable terminal 17 is a wireless communication system connected to network 8. Wearable terminal 17 is composed of, for example, wearable camera 17a (imaging means, third camera, status acquisition unit), an intercom system equipped with headphones, a microphone, etc., and employees of the game hall wear wearable terminal 17 to perform their work. Wearable terminal 17 may also include a so-called smart watch, and as described above, when a call is made on data display 15, the information is transmitted from management device 20 to notify the user. A known wearable camera, for example, a glasses-type camera, can be used as wearable camera 17a. Image data captured by wearable camera 17a is transmitted to management device 20 via network 8.

[0055] <Management device 20> Next, the management device 20 will be described with reference to Fig. 3. Fig. 3 is a block diagram showing the functions of the management device 20 (functions as a customer service support computer, which will be described later).

[0056] The management device 20 has functions as a hall computer, a card management computer, a prize management computer, a member management computer, a customer service support computer, and the like.

[0057] The hall computer function is to manage various information related to the play of each gaming machine for each gaming machine. Specifically, it is a function to store and manage the game information for each gaming machine (individual machine history information, aggregate information such as average value) for adjusting the various gaming machines, game information for some gaming machine groups (aggregated information such as average value), game information for the entire gaming hall, etc., and output it according to instructions.

[0058] The function of the card management computer is to store and manage various valuable values ​​(points information, number of balls held, etc.) based on ID information, which is identification information that differs for each storage medium (member's card 30, nonmember's card 31). Specifically, it is a function to store and manage valuable values ​​from deposit, use for games at inter-machine machines 3, 4, 6, settlement of remaining points into cash at settlement machine 11, and exchange acquired held balls for prizes based on the ID information of the storage medium (member's card 30, nonmember's card 31), and output according to instructions.

[0059] The function of the prize management computer is to perform the number of prizes received and taken out, the number in stock, the number of prize exchange values ​​required for prize exchange, and the subtraction and updating of prize exchange values ​​due to prize exchange. Specifically, it is a function to increase or decrease the number of prizes based on prize exchanges performed using prize exchange values ​​such as the number of balls held, the number of balls saved, and the number of balls saved for replays based on the counting results of the individual counting machine 2a or the counting machine 10, as well as to store and manage the entry, exit, and inventory of prizes, and output according to instructions.

[0060] The function of the member management computer is to manage the information of the member players mentioned above. Specifically, it is to store and manage the member's gaming trend information, number of saved balls information, number of saved balls information for replay, point information, and data related to replay (including replay fees) based on the ID information of the member card 30.

[0061] The function as a customer service support computer is a function according to an embodiment of the present invention. That is, the function is to obtain the state of a player (in this embodiment, the smile level and evaluation result of the player) at regular intervals such as after a customer service, or over time, and to allow an employee to check the state of the player, thereby improving the customer service provided by the employee to the player. In addition, the customer service is further improved by allowing an employee to check the correlation between events occurring around the player and the state of the player. FIG. 3 is a block diagram showing the function as this customer service support computer.

[0062] As shown in FIG. 3, the management device 20 has a control unit 100, an input unit 101, a memory unit 102, a button control unit 103, an event understanding unit 104, a camera control unit 105, a smile frequency derivation unit 106 (facial expression frequency derivation unit), a smile frequency correction unit 107 (facial expression frequency correction unit), a facial expression determination unit 108, a correlation derivation unit 109, and an output unit 110.

[0063] These (control unit 100, input unit 101, memory unit 102, button control unit 103, event understanding unit 104, camera control unit 105, smile level derivation unit 106, smile level correction unit 107 (facial expression level correction unit), facial expression determination unit 108, correlation derivation unit 109, and output unit 110) are realized by, for example, electronic elements such as IC chips, electrical circuits, external devices (external devices), and various programs that operate these.

[0064] The management device 20 may be configured as one computer, or may be configured as a plurality of computers connected by cables or a network so as to function as a single management device 20 as a whole.

[0065] The management device 20 transmits and receives various information to and from each device shown in Fig. 1. Although there is no particular limitation on the protocol used for this transmission and reception, whatever the protocol, the management device 20 is configured to be able to identify the device that is the sender of the information received by the management device 20. For example, by adding an IP address, a MAC address, or a unique identifier to information transmitted to the management device 20, the management device 20 can individually identify each device (the same applies to devices other than the management device 20).

[0066] The control unit 100 is mainly composed of a central processing unit (CPU), a read-only memory (ROM), and a random access memory (RAM), and the CPU executes various types of arithmetic processing using programs and data stored in the ROM and RAM.

[0067] The control unit 100 controls the input unit 101, memory unit 102, button control unit 103, event understanding unit 104, camera control unit 105, smile frequency derivation unit 106, smile frequency correction unit 107, facial expression determination unit 108, correlation derivation unit 109, and output unit 110, and communicates information via network 8 with each device that constitutes the gaming system 1 shown in Figure 1, such as the island computer 7, pachinko machine 2, slot machine 5, inter-machine machines 3, 4, and 6, and prize management machine (POS) 12.

[0068] The input unit 101 is an interface for receiving data (signals) from each device shown in FIG. 1 via the network 8. The input unit 101 receives data from each device. For example, the input unit 101 receives image data captured by the surveillance camera 9, image data captured by the unit cameras 3h, 4h, and 6h, and image data captured by the wearable camera 17a. Also, for example, the input unit 101 receives an event inputted by the personal computer 24. Also, for example, the input unit 101 receives a signal indicating that the call button 15a of the data display 15 has been pressed and a call is being made, together with data capable of identifying the machine number of the gaming machine provided corresponding to the data display 15. Also, for example, the input unit 101 receives information on the game played by the player (for example, the occurrence of a jackpot, winning or losing in a game, depositing money, returning a card, etc.), information indicating the occurrence of an error or trouble, and information indicating the execution of each process, from the gaming machine and each device constituting the gaming system 1 shown in FIG. 1. Also, for example, the input unit 101 receives evaluation results of players who use the evaluation buttons 3i, 4i, and 6i. The data input to the input unit 101 is transmitted to the storage unit .

[0069] The storage unit 102 is a database that stores data of each unit of the management device 20. For example, the storage unit 102 stores image data captured by the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a, events grasped by the event grasping unit 104, the smile level of the player derived by the smile level derivation unit 106, the smile level of the player corrected by the smile level correction unit 107, the judgment result of the player's facial expression judged by the facial expression judgment unit 108, the correlation derived by the correlation derivation unit 109, and the like. In addition, for example, the storage unit 102 stores the evaluation result of the player using the evaluation buttons 3i, 4i, and 6i, and the like.

[0070] Furthermore, the memory unit 102 stores information on gaming machines and information on member and non-member players, which are managed as functions of the hall computer and member management computer described above. Specifically, information on games for each player and each gaming machine, information on member playing trends, information on non-member playing trends, data related to replays (including replay fees), attributes of members, etc. are stored and managed in association with, for example, the ID information of the member card 30 and non-member card 31.

[0071] Furthermore, the storage unit 102 stores various programs for controlling the gaming system 1.

[0072] The button control unit 103 controls the display of the evaluation buttons 3i, 4i, and 6i on the display units 3e, 4e, and 6e. Specifically, the button control unit 103 controls the display units 3e, 4e, and 6e so that the evaluation buttons 3i, 4i, and 6i are displayed after a predetermined time has elapsed since the employee pressed the call button 15a to turn off the lit call lamp 15b, that is, after the employee started serving the customer. Alternatively, for example, when the employee is wearing the wearable terminal 17, the display units 3e, 4e, and 6e may be controlled so that the evaluation buttons 3i, 4i, and 6i are displayed after a predetermined time has elapsed after the employee inputs into the wearable terminal 17 that the customer service has been completed. In addition, the button control unit 103 controls the display units 3e, 4e, and 6e so that the display of the evaluation buttons 3i, 4i, and 6i is stopped after a predetermined time has elapsed even if no operation is performed after the evaluation buttons 3i, 4i, and 6i are displayed. If the rating button 3i, 4i, or 6i is pressed after it has been displayed, the display may be stopped immediately or may continue to be displayed for a certain period of time thereafter. In the case where the rating button is displayed for a certain period of time after it has been pressed, the button may be controlled so that the button can be pressed multiple times.

[0073] The event grasping unit 104 grasps events occurring around the player. Here, "events" include various things. For example, customer service by employees corresponds to "events". Also, the winning or losing of a player, especially a big win (special prize), and errors or malfunctions of a gaming machine correspond to "events". Also, for example, events held in a gaming hall also correspond to "events". Also, for example, a call from a player by the data display device 15 also corresponds to "events". Also, for example, the sale and exchange process of prizes, coffee, etc. provided by a wagon service in response to an order from a player also corresponds to "events". Such events may be automatically grasped by the event grasping unit 104, or may be input by an employee by the personal computer 24 or the prize management machine (POS) 12. The events grasped by the event grasping unit 104 are transmitted to the storage unit 102.

[0074] The camera control unit 105 controls the operation of the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a. Specifically, the camera control unit 105 controls the imaging timing of the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a. In this embodiment, the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a capture images over time. These cameras may capture images continuously or at predetermined time intervals.

[0075] Alternatively, as a different embodiment from the present embodiment, instead of capturing images over time, for example, when a player presses the call button 15a of the data display 15 and the call lamp 15b turns on, when an employee presses the call button 15a and the call lamp 15b turns off, or when a predetermined operation such as a deposit is performed at the inter-machine machines 3, 4, and 6, the surveillance camera 9 or the unit cameras 3h, 4h, and 6h capable of capturing an image of the face of the player who performed the operation may start capturing images, or when an employee starts or completes customer service, the wearable camera 17a worn by the employee may start capturing images. For example, the timing when the call lamp 15b turns off and the call is released is the timing when the employee starts customer service to the player. Therefore, in order to evaluate the customer service provided by the employee, the image of the player is started.

[0076] As described above, the management device 20 of this embodiment functions as a customer service support computer and acquires the smile level of the player. Then, the camera control unit 105 selects which camera's image data to use from among the cameras capturing images over time, the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a. For example, the camera control unit 105 refers to the image data captured by the surveillance camera 9, the image data captured by the unit cameras 3h, 4h, and 6h, and the image data captured by the wearable camera 17a, and selects the image data captured from the front of the player.

[0077] The smile degree derivation unit 106 derives the degree of the player's facial expression, particularly the degree of smiling (smile degree), as the state of the player. The smile degree derivation unit 106 has a smile recognition function. The smile recognition function is a function that extracts features of a person's facial expression, such as the shape of the eyes and the shape of the mouth, and uses these features to determine a smile from the size of the eyes, the way the corners of the mouth turn up, and the like. Note that the technology for the smile recognition function is publicly known, so it will be briefly described below.

[0078] The smile level derivation unit 106 acquires the facial expression of the player by referring to the image data captured by the surveillance camera 9, the unit cameras 3h, 4h, 6h, or the wearable camera 17a. Then, for example, the smile is compared with a reference image to derive the smile level of the player.

[0079] For example, when a player is smiling, the area of ​​the white part of the eye above the center of the pupil is large. On the other hand, when the player is not smiling (when the player is angry or troubled), the area of ​​the white part of the eye below the center of the pupil is large. By using the area of ​​the white part of the eye above the center of the pupil and the area of ​​the white part of the eye below the center of the pupil, it is possible to quantify the smile degree.

[0080] Furthermore, when the player is smiling, the area of ​​the upper lip becomes smaller and the area of ​​the lower lip becomes larger. On the other hand, when the player is not smiling (when the player is angry or troubled), the area of ​​the upper lip becomes larger and the area of ​​the lower lip becomes smaller. Using the area of ​​the upper lip and the area of ​​the lower lip, it is possible to quantify the smile degree. Furthermore, if there are teeth (white parts) in the mouth area or if there is a shadow at the corner of the mouth, the quantified smile degree is further increased. Also, if there are wrinkles between the eyebrows, the quantified smile degree is decreased.

[0081] The smile score can be derived as an absolute value, or it can be expressed as a percentage by dividing the smile score detected for each facial expression of the player by the maximum value of 100, where 100 is the maximum value of the quantified smile score.

[0082] The smile index derived by the smile index derivation unit 106 is sent to the memory unit 102. In the memory unit 102, the smile index is stored in association with the member card 30 or non-member card 31 possessed by the player. The attributes of the player are recognized when the member card 30 or non-member card 31 is inserted into the inter-machine 3, 4, 6.

[0083] Furthermore, in the storage unit 102, the smile level is stored in association with the employee who provided customer service. For example, before opening, the gaming machine number is associated with the employee identification in charge of the gaming machine (island), and it is determined that the employee associated with the gaming machine from which the call was made responded. Alternatively, for example, if an employee is wearing a wearable terminal 17, it may be determined that the employee wearing the wearable terminal 17 responded to a call from a gaming machine in an area corresponding to each wearable terminal 17. Furthermore, for example, a motion sensor or a short-distance communication state may be used to directly identify the wearable terminal 17 that actually released the call by the call button 15a, and it may be determined that the employee wearing the wearable terminal 17 responded to the call.

[0084] Furthermore, the smile level is stored in association with the game data of the player (e.g., a slump graph) in the memory unit 102. When the smile level and the game data are stored in association with each other in this manner, the data can be used when correcting the smile level in the smile level correction unit 107, as described below.

[0085] The smile frequency correction unit 107 corrects the smile frequency derived by the smile frequency derivation unit 106. In the following, a method for correcting the smile frequency will be specifically described. Note that the following method is only an example, and other methods for correcting the smile frequency are also conceivable.

[0086] The smile degree correction unit 107 corrects the smile degree based on the game data of the player, the situation, the customer service of the staff, etc. In this correction, for example, the correlation between the smile degree and the game data stored in the storage unit 102 as described above is used. Then, for example, the game data of the player at the time of providing customer service to the player is referenced, and if the player is in a winning state, the smile degree is corrected to be lower. In particular, if the player calls the staff at the start of the big win (the start of the special prize), the smile degree is corrected to be even lower. This is because when in a winning state or a big win, the player is often in a good mood, and the expression of the player after the customer service includes this influence. On the other hand, for example, if the player is in a losing state, the smile degree is corrected to be higher. This is because when in a losing state, the player is often in a bad mood and is less likely to smile.

[0087] In addition, for example, the game data of the player at the time of providing customer service is referenced, and if the gaming machine has an error or malfunction, the smile level is adjusted higher. This is because when the gaming machine has an error or malfunction, the player is often in a bad mood, and the facial expression of the player after the customer service includes this effect.

[0088] The smile degree correction unit 107 corrects the smile degree based on the attributes of the player. For example, if the player is a member, the smile degree is corrected to be lower. This is because members often have a favorable impression of the amusement hall where they play, and this influence is reflected in the facial expression of the player after the customer service. On the other hand, for example, if the player is a non-member, the smile degree is corrected to be higher. This is because non-members, such as first-time players, often have no feelings toward the amusement hall where they play.

[0089] In addition, by referring to the data of the player stored in the memory unit 102, if the player has a high smile degree after receiving customer service from a staff member in the past, the smile degree is corrected to be lower. This is because such players often have a high smile degree regardless of the quality of the customer service, and the customer's facial expression after receiving customer service is influenced by this.

[0090] Also, if the player turns towards the employee while the employee is providing customer service, the smile level is corrected to a lower value. This is because when a player turns towards the employee in this way, it is often the case that the player has positive feelings towards the employee, and this influence is reflected in the player's facial expression after the customer service. On the other hand, if the player does not turn towards the employee while the employee is providing customer service, the smile level is corrected to a higher value. This is because when a player does not turn towards the employee in this way, it may be the case that the player does not have positive feelings towards the employee.

[0091] The smile degree correction unit 107 corrects the smile degree based on the time required from when the customer presses the call button 15a to call an employee until the employee serves the customer. Specifically, the time is measured from when the call button 15a is pressed and the call lamp 15b is turned on until the call button 15a is pressed again and the call lamp 15b is turned off. If the required time is shorter than a predetermined threshold, the smile degree is corrected to be lower. This is because if the customer is made to wait for a short time, the customer is often in a good mood, and this influence is reflected in the customer's facial expression after the customer service. On the other hand, if the required time is longer than a predetermined threshold, the smile degree is corrected to be higher. This is because if the customer is made to wait for a long time, the customer is often in a bad mood.

[0092] The smile degree correction unit 107 corrects the smile degree to a lower value when the customer service provided by the staff is a wagon service. This is because a customer may be satisfied with the wagon service, and the customer's facial expression may be influenced by this. However, in the case of a wagon service, since a customer is not likely to experience emotional fluctuations, the wagon service may be excluded from the determination of the smile degree.

[0093] The smile frequency correction unit 107 can correct the smile frequency by, for example, multiplying the smile frequency derived by the smile frequency derivation unit 106 by a predetermined correction coefficient. However, the method of correcting the smile frequency is not limited to this and can be set arbitrarily.

[0094] The smile level corrected by the smile level correction unit 107 as described above is sent to the memory unit 102. In the memory unit 102, the corrected smile level is stored in association with the member card 30 or non-member card 31 possessed by the player. The memory unit 102 also stores the corrected smile level in association with the employee. This association with the employee is as described above, so a detailed explanation will be omitted here. The memory unit 102 also stores the corrected smile level in association with the game data of the player.

[0095] The facial expression determination unit 108 determines the facial expression of the player based on the smile index corrected by the smile index correction unit 107. Specifically, the facial expression of the player is first classified based on the corrected smile index and a predetermined threshold value of the smile index. For example, if the predetermined threshold value of the smile index is 60, the facial expression of the player is classified as a smile if the corrected smile index is 60 or more, and is classified as a normal facial expression if the corrected smile index is less than 60. Furthermore, the time that the classified facial expression of the player continues is measured. Then, the facial expression of the player is determined based on the classified facial expression of the player and the duration.

[0096] The facial expression determination result of the facial expression determination unit 108 is transmitted to the memory unit 102. The memory unit 102 stores the facial expression determination result in association with the member's card 30 or non-member's card 31 possessed by the player. The memory unit 102 also stores the facial expression determination result in association with the employee. This association with the employee is as described above, so a detailed explanation will be omitted here. The memory unit 102 also stores the facial expression determination result in association with the game data of the player.

[0097] The correlation derivation unit 109 derives a correlation by associating the smile frequency derived by the smile frequency derivation unit 106 or the smile frequency corrected by the smile frequency correction unit 107 with the event grasped by the event grasp unit 104. FIG. 4 is an example of a graph showing the smile frequency over time. The vertical axis of FIG. 4 indicates the smile frequency, and the horizontal axis indicates time. Referring to FIG. 4, the smile frequency increases when events A and B occur, and decreases when events C and D occur. Note that events A to D are merely examples, and various other events are possible.

[0098] Event A is, for example, when a jackpot occurs in a game and the player is in a winning state. Event B is, for example, when an employee provides customer service to a player. When such events A and B occur, the player may be in a good mood and his / her smile level may increase.

[0099] Event C is, for example, when an error or malfunction occurs in a gaming machine. Event D is, for example, when it takes a long time for an employee to serve the customer after the customer calls for the employee. When such events C and D occur, the customer may become in a bad mood and the smile level may decrease.

[0100] As described above, the correlation derivation unit 109 associates the smile level of the player (or the smile level corrected by the smile level correction unit 107) with an event, and derives the correlation. The correlation derived by the correlation derivation unit 109 is sent to the memory unit 102. The memory unit 102 stores the correlation in association with the player. Note that while the smile level graph in FIG. 4 is associated with an event, it is also possible to associate the smile level with each timing of a graph (a so-called slump graph) in which the horizontal axis represents time and the vertical axis represents win / loss status.

[0101] 1 via the network 8. The output unit 110 outputs the facial expression of the customer stored in the memory unit 102, the smile level (or the smile level corrected by the smile level correction unit 107), the evaluation results from the customer, and the correlation between these and events to the wearable device 17 of the target employee.

[0102] <Management Method According to First Embodiment> Next, a description will be given of a management method according to the first embodiment. Fig. 5 is a flow chart showing main steps of the management method according to the first embodiment.

[0103] [S101: Status acquisition process] First, a player is photographed by any of the surveillance cameras 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a. Image data photographed by the cameras is output to the management device 20. In the management device 20, the input unit 101 receives the image data, and the image data is further transmitted to the storage unit 102.

[0104] At this time, camera control unit 105 controls the operations of surveillance camera 9, unit cameras 3h, 4h, 6h, and wearable camera 17a. Specifically, it controls so that imaging by surveillance camera 9, unit cameras 3h, 4h, 6h, and wearable camera 17a is performed over time.

[0105] Furthermore, the camera control unit 105 selects which camera's image data to use from among the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a. For example, the camera control unit 105 refers to the image data captured by the surveillance camera 9, the image data captured by the unit cameras 3h, 4h, and 6h, and the image data captured by the wearable camera 17a, and selects the image data captured from the front of the player.

[0106] The camera selected by the camera control unit 105 is not limited to the above condition, i.e., the camera that captures the player from the front. The priority order of camera selection can be set arbitrarily according to the situation at the time.

[0107] Alternatively, instead of capturing images over time, an image capture instruction may be output from output unit 110 at a predetermined timing to a camera selected by camera control unit 105 (either surveillance camera 9, unit cameras 3h, 4h, 6h, or wearable camera 17a).

[0108] [S102: Smile frequency calculation process] The smile index derivation unit 106 acquires the facial expression of the player by referring to image data captured by the surveillance camera 9, the unit cameras 3h, 4h, 6h, or the wearable camera 17a. Then, for example, the smile is compared with a reference image that serves as a reference to derive the smile index of the player. The method of deriving the smile index in the smile index derivation unit 106 is as described above.

[0109] The smile index derived by the smile index derivation unit 106 is sent to the memory unit 102. In the memory unit 102, the smile index is stored in association with the player with that smile index. The smile index is also stored in association with the employee. The smile index is further stored in association with the game data of the player. The stored smile index may be the smile index after correction by the smile index correction unit 107.

[0110] [S103: Event Understanding Process] The event grasping unit 104 grasps events occurring around the player over time. Such events may be grasped automatically by the event grasping unit 104, or may be input by an operator via the personal computer 24. The events grasped by the event grasping unit 104 are transmitted to the storage unit 102. In the storage unit 102, the correlations are stored in association with the players.

[0111] [S104: Correlation derivation process] The correlation derivation unit 109 derives a correlation by associating the smile frequency derived by the smile frequency derivation unit 106 (or the smile frequency corrected by the smile frequency correction unit 107) with the event grasped by the event grasp unit 104. Specifically, for example, as shown in FIG. 4, events A to D are associated in a graph of the smile frequency over time.

[0112] [S105: Output process] The output unit 110 outputs the correlation between the smile level and the event derived by the correlation derivation unit 109 to the employee's wearable terminal 17. In this case, when providing customer service when a specific event occurs, the employee can grasp the smile level of the customer when the same event occurred previously. Then, the employee can provide customer service according to the smile level of the customer. For example, if events C and D occur and the customer's smile level decreases, the employee can take note of this and provide better customer service. In addition, by enabling the employee who provided the customer service to check the correlation between the event and the smile level after providing the customer service, the employee can understand how the customer evaluated the customer's customer service, which leads to improved customer service and increased motivation.

[0113] According to the first embodiment described above, in step S101, the facial expression of the player is captured over time using the monitoring camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a, and then in step S102, the smile level of the player is derived based on the captured image data. In addition, in step S103, events occurring around the player are grasped. This makes it possible to grasp the change in the state of the player in response to the event that has occurred. For example, if the event is a customer service provided by an employee, it is possible to grasp the change in the state of the player, such as the state of the player becoming smiley due to the customer service. Then, in step S104, a correlation is derived that associates the smile level with the event, and the correlation is stored in the storage unit 102. By checking the correlation, the employee can grasp what kind of customer service will improve the state of the player, that is, how the satisfaction level of the player will be improved. As a result, the employee can provide the customer service to the player appropriately.

[0114] For example, by continuously acquiring facial expression judgment results such as the smile level while a player is playing, it is possible to judge not only the smile but also whether the player is bored or angry, and the staff can grasp the state. As a result, the staff can, for example, talk to the player to extend the player's play.

[0115] In the first embodiment, in step S101, a camera that captures the player from the front is selected from among the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a, so that the correlation between the smile level and the event can be derived more appropriately. This allows the staff to provide more appropriate customer service to the player.

[0116] <Modification of the first embodiment> In the first embodiment, the smile frequency of the player is acquired as the state of the player, but the invention is not limited to this. For example, the frequency of the angry face or the troubled face of the player may be acquired as the state of the player.

[0117] Also, for example, the behavior of the player may be acquired as the state of the player. There are various types of behavior of the player, but typical behaviors include the player looking around restlessly, and the player hitting or pushing the gaming machine. The behavior of the player is determined by capturing an image of the player using any of the surveillance camera 9, the unit cameras 3h, 4h, and 6h, or the wearable camera 17a, as in the first embodiment. In this case, if a camera that captures the player from the front is selected from among these cameras, the behavior of the player looking around restlessly can be accurately captured. Note that the means for acquiring the behavior of the player is not limited to this. For example, a sensor may be provided in the gaming machine to detect the behavior of the player. Other typical behaviors include frequently looking at a smartphone, walking fast, and the like. The acquired behavior of the player is converted into a degree of the player's emotional state based on the acquired behavior, similar to the smile degree derivation step S102. The obtained results may be output to the wearable terminal 17 worn by the employee. Furthermore, the objects for deriving correlation with events are not limited to smile level or emotional state level, but correlation may be derived with the results of pressing the evaluation buttons 3i, 4i, and 6i displayed by the button control unit 103 and operated by the player, and with the results of correcting the pressing operation results in the same manner as the correction by the smile level correction unit 107.

[0118] <Modification of the first embodiment> In the first embodiment described above, the state of the player is grasped, but the state of the employee may be grasped. As in the first embodiment, the employee may be photographed by the monitoring camera 9 or the unit cameras 3h, 4h, and 6h, and the smile level of the employee may be calculated by the management device 20.

[0119] For example, after an employee provides customer service to a player, the smile level of the player who received the customer service is output to the wearable terminal 17, and then the smile level of the employee who confirmed the smile level is derived. In such a case, the derived result can be output by the management device 20, etc., so that the store manager or the like can confirm the satisfaction level of the employees.

[0120] <Management Method According to Second Embodiment> Next, a description will be given of a management method according to the second embodiment with reference to Fig. 6, which is a flow chart showing main steps of the management method according to the second embodiment.

[0121] [S201: Calling process] First, a player presses the call button 15a to light up the call lamp 15b, thereby calling an employee. While the call lamp 15b is on, a call signal indicating that a call is being made is output from the data display 15 to the management device 20. Furthermore, a call signal is output from the management device 20 to the wearable terminal 17, and the employee recognizes that the player is being called. At that time, the wearable terminal 17 displays a display that allows the employee to recognize that a call is being made and a machine number, for example, that allows the employee to recognize which gaming machine the call is being made on. Note that the call signal may be output to the wearable terminal 17 of all employees, or may be output only to the wearable terminal 17 of the employee who is in charge of serving the gaming machine corresponding to the data display 15 that is being called. Also, an employee may recognize a call from a player by checking the lit call lamp 15b while patrolling the gaming hall.

[0122] In the management device 20, the input unit 101 receives the call signal, and the call signal is output to the camera control unit 105. The camera control unit 105 controls the operation of the monitoring camera 9, the unit cameras 3h, 4h, 6h, and the wearable camera 17a based on the call signal. Specifically, the timing at which the monitoring camera 9, the unit cameras 3h, 4h, 6h, and the wearable camera 17a start capturing images is controlled to the timing at which the employee presses the call button 15a to turn off the call lamp 15b. The timing at which the employee turns off the call lamp 15b and the call is released is the timing at which the employee starts providing customer service to the player. Therefore, the image capturing of the player is started to evaluate the customer service of the employee.

[0123] Furthermore, the camera control unit 105 selects which camera's image data to use from among the surveillance camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a. For example, the camera control unit 105 refers to the image data captured by the surveillance camera 9, the image data captured by the unit cameras 3h, 4h, and 6h, and the image data captured by the wearable camera 17a, and selects the camera that will capture the image of the player from the front.

[0124] The camera selected by the camera control unit 105 is not limited to the above condition, i.e., the camera that captures the player from the front. The priority order of camera selection can be set arbitrarily according to the situation at the time.

[0125] Then, an image capture instruction is output from output section 110 to the camera selected by camera control section 105 (either monitoring camera 9, unit cameras 3h, 4h, 6h, or wearable camera 17a).

[0126] [S202: Customer service process] When the employee arrives at the location of the called player, the employee presses the call button 15a to turn off the call lamp 15b. As described above, at this timing, the employee starts capturing an image of the player using either the surveillance camera 9, the unit cameras 3h, 4h, 6h, or the wearable camera 17a. The employee also provides customer service to the player.

[0127] [S203: Status acquisition process] When a player is imaged by any of the surveillance cameras 9, the unit cameras 3h, 4h, and 6h, or the wearable camera 17a, the image data is output to the management device 20. In the management device 20, the input unit 101 receives the image data, and the image data is further transmitted to the storage unit 102.

[0128] [S204: Smile frequency calculation process] The smile index derivation unit 106 acquires the facial expression of the player by referring to image data captured by the surveillance camera 9, the unit cameras 3h, 4h, 6h, or the wearable camera 17a. Then, for example, the smile is compared with a reference image that serves as a reference to derive the smile index of the player. The method of deriving the smile index in the smile index derivation unit 106 is as described above.

[0129] The smile index derived by the smile index derivation unit 106 is sent to the memory unit 102. In the memory unit 102, the smile index is stored in association with the member card 30 or non-member card 31 possessed by the player with that smile index. The memory unit 102 also stores the smile index in association with the employee who provided customer service at the time the image was captured. The memory unit 102 also stores the smile index in association with the game data of the player.

[0130] [S205: Smile power correction process] The smile frequency correction unit 107 corrects the smile frequency derived by the smile frequency derivation unit 106. The method of correcting the smile frequency in the smile frequency correction unit 107 is as described above.

[0131] The smile level corrected by the smile level correction unit 107 is sent to the memory unit 102. In the memory unit 102, the corrected smile level is stored in association with the member card 30 or non-member card 31 possessed by the player. The memory unit 102 also stores the corrected smile level in association with the employee. The memory unit 102 also stores the corrected smile level in association with the game data of the player.

[0132] [S206: Facial expression determination process] The facial expression determination unit 108 determines the facial expression of the player based on the smile level corrected by the smile level correction unit 107. The method of determining the facial expression in the facial expression determination unit 108 is as described above.

[0133] The facial expression determination result of the facial expression determination unit 108 is transmitted to the storage unit 102. In the storage unit 102, the facial expression determination result is stored in association with the member's card 30 or non-member's card 31 possessed by the player. The facial expression determination result is also stored in association with the employee. Furthermore, in the storage unit 102, the facial expression determination result is stored in association with the game data of the player.

[0134] [S207: Output process] The output unit 110 outputs the smile level corrected by the smile level correction unit 107 or the result determined by the facial expression determination unit 108 to the employee's wearable terminal 17. The employee can then check the customer's satisfaction with the customer service provided in real time. The output may be done immediately after the smile level or facial expression is determined, or may be done together with the output of a call signal when the customer calls the store the next time. In this case, the employee who is called to provide customer service can understand the customer's mood on that day. In addition, the output may be done to a personal computer 24, for example, so that the store manager can check it. In this case, the customer's satisfaction can be determined based on the customer service provided by the employee, which can serve as a reference for employee evaluation.

[0135] According to the second embodiment described above, in step S201, a player calls an employee using the call button 15a and the call lamp 15b, and in step S202, while the called employee is providing customer service to the player, the facial expression of the player is captured using the monitoring camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a in step S203. The captured image data is output to the management device 20, and the smile level of the player is derived in step S204, and then the smile level of the player is corrected in step S205, and the facial expression of the player is determined in step S206. Then, in step S207, the corrected smile level of the player or the determination result of the facial expression of the player is output, so that the employee can check the state of the player. For example, if the state of the player is a smile, the employee can know that the player is satisfied with the customer service provided by the employee, and the motivation of the employee can be improved. As a result, the employee can provide appropriate customer service to the player.

[0136] In the second embodiment, in steps S201 and S202, the timing for unit cameras 3h, 4h, and 6h and wearable camera 17a to start capturing images is set to the timing when the employee presses call button 15a to turn off call lamp 15b, so that when the employee starts customer service, the customer can be captured. Therefore, the customer service by the employee can be more appropriately provided to the customer.

[0137] In the second embodiment, in steps S201 and S202, a camera that captures the player from the front is selected from among the monitoring camera 9, the unit cameras 3h, 4h, and 6h, and the wearable camera 17a, so that the facial expression of the player can be captured more appropriately. Therefore, the staff can provide more appropriate customer service to the player.

[0138] In the second embodiment, the smile level of the customer is corrected in step S205, so the corrected smile level can be a result that is directly attributable to the customer service provided by the staff. Therefore, the customer service provided by the staff to the customer can be performed more appropriately.

[0139] Furthermore, in the second embodiment, since the facial expression of the customer is judged in step S206, the staff can easily know the customer's level of satisfaction and can check their own customer service.

[0140] In the second embodiment, immediately after the employee provides customer service in step S207, the employee can check the customer's satisfaction with the customer service provided in real time on the wearable terminal 17. Therefore, the customer service provided by the employee can be immediately improved.

[0141] <Management method according to the third embodiment> Next, a management method according to the third embodiment will be described. The third embodiment is a modification of the second embodiment, and differs in the configuration of the management device 20. Fig. 7 is a block diagram showing the functions of the management device 20 (functions as a customer service support computer) according to the third embodiment. Fig. 8 is a flow diagram showing main steps of the management method according to the third embodiment.

[0142] 7, the management device 20 further includes a smile degree tallying unit 120 that tallies the smile degrees of the customers for each employee. The smile degree tallying unit 120 tallies the smile degrees corrected by the smile degree correction unit 107 for each employee and stores them in the memory unit 102.

[0143] Next, a management method performed by the management device 20 equipped with the smile frequency counting unit 120 will be described with reference to FIG.

[0144] [S211~S216] The calling step S211, the customer service step S212, the state acquisition step S213, the smile level deriving step S214, the smile level correcting step S215, and the facial expression determining step S216 are the same as steps S201 to S206 in the second embodiment.

[0145] [S217: Smile frequency calculation process] After steps S211 to S215 are performed, the smile frequency counting unit 120 counts the smile frequency of each player corrected by the smile frequency correction unit 107 for each employee. This smile frequency counting step S217 is performed in parallel with the facial expression determination step S216. The smile frequency counted by the smile frequency counting unit 120 is then sent to the memory unit 102.

[0146] [S218: Output process] The output unit 110 outputs the smile level corrected by the smile level correction unit 107, the result determined by the facial expression determination unit 108, or the smile level calculated by the smile level calculation unit 120 to the employee's wearable terminal 17. The employee can then check the customer's satisfaction with the customer service he or she provided. Alternatively, the results may be output to a personal computer 24 so that a store manager or the like can check them. In that case, it can be determined whether the customer is satisfied with the customer service provided by the employee, which serves as a reference for employee evaluation.

[0147] According to the third embodiment described above, the smile frequency of the players is counted for each employee in step S217, so that the employee can know the satisfaction level of different players with the customer service he or she provided. Therefore, the employee can provide more appropriate customer service to the players.

[0148] <Modifications of the second and third embodiments> In the second and third embodiments described above, the unit cameras 3h, 4h, and 6h and the wearable camera 17a start imaging when the employee presses the call button 15a to turn off the call lamp 15b, but the imaging start timing is not limited to this. For example, the imaging start timing may be when the player presses the call button 15a to turn on the call lamp 15b. In this case, imaging of the player starts immediately after the player calls the employee, so that when the employee starts customer service, the player can be reliably imaged. Therefore, the customer service of the employee can be more appropriately confirmed.

[0149] In addition, when a player is calling (in a calling state), the current smile level of the player can be output along with a notification of the call to the wearable terminal 17. In this case, for example, if the player is angry, the staff can rush to the player's side and provide appropriate customer service.

[0150] <Modifications of the second and third embodiments> In the second and third embodiments described above, after an employee provides customer service, the smile level corrected by the smile level correction unit 107, the result of the judgment by the facial expression judgment unit 108, and the smile level tallied by the smile level tally unit 120 are output from the output unit 110 to the wearable device 17, but the output timing is not limited to this. For example, if the memory unit 102 stores a customer's past smile level, the output unit 110 may output the customer's past smile level to the wearable device 17 before the employee provides customer service to the customer.

[0151] The management device 20 keeps track of the past smile frequency of the player from the membership card 30 inserted in the inter-machine devices 3, 4, and 6. Then, when the player is calling (in a calling state), the call notification and the past smile frequency of the player are output to the wearable terminal 17. In such a case, for example, if the player does not usually smile much, the staff will know this in advance and will not be upset when providing customer service if the player does not smile. This allows the staff to provide more appropriate customer service to the player.

[0152] <Modifications of the second and third embodiments> In the second and third embodiments, the smile frequency of the player is acquired as the state of the player, but the present invention is not limited to this. For example, the frequency of the angry face or the troubled face of the player may be acquired as the state of the player.

[0153] Also, for example, the behavior of the player may be acquired as the state of the player. There are various types of player behavior, and typical actions include the player looking around restlessly, and the player hitting or pushing the gaming machine. The player's behavior is determined by capturing an image of the player using the monitoring camera 9, the unit cameras 3h, 4h, and 6h, or the wearable camera 17a, as in the second and third embodiments. In this case, if a camera that captures the player from the front is selected from among these cameras, the player's behavior of looking around restlessly can be accurately captured. Note that the means for acquiring the player's behavior is not limited to this. For example, a sensor may be provided in the gaming machine to detect the player's behavior. The acquired player's behavior may be managed as the player's emotion level through the same process as the processes of S214 to S218.

[0154] <Modifications of the second and third embodiments> In the second and third embodiments described above, the state of the player is grasped, but the state of the employee may be grasped. As in the second and third embodiments, the employee may be photographed by the monitoring camera 9 or the unit cameras 3h, 4h, and 6h, and the smile level of the employee may be calculated by the management device 20.

[0155] For example, after an employee provides customer service to a player, the smile level of the player is output to the wearable terminal 17, and then the smile level of the employee who confirmed the smile level is derived. In such a case, the satisfaction level of the employee can be confirmed.

[0156] <Management method according to the fourth embodiment> Next, a description will be given of a management method according to the fourth embodiment with reference to Fig. 9, which is a flow chart showing main steps of the management method according to the fourth embodiment.

[0157] [S301: Calling process] First, a player presses the call button 15a to light up the call lamp 15b and call an employee. While this call lamp 15b is lit, a call signal indicating that a call is being made is output from the data display 15 to the management device 20. Furthermore, a call signal is output from the management device 20 to the wearable terminal 17, and the employee recognizes that he or she is being called by a player. Also, while patrolling the gaming hall, the employee may become aware of a player's call by checking the lit call lamp 15b.

[0158] [S302: Customer service process] When the employee arrives at the location of the called player, the employee presses the call button 15a to turn off the call lamp 15b. Then, the employee provides customer service to the player.

[0159] [S303: Evaluation button display process] Meanwhile, in the management device 20, the input unit 101 receives the call signal, and the call signal is further output to the button control unit 103. The button control unit 103 controls the display of the evaluation buttons 3i, 4i, and 6i on the display units 3e, 4e, and 6e based on the call signal. Specifically, the button control unit 103 controls the display units 3e, 4e, and 6e so that the evaluation buttons 3i, 4i, and 6i are displayed after a predetermined time has elapsed since the employee pressed the call button 15a to turn off the call lamp 15b (after the call state is released), that is, after the employee started serving the customer. Then, an instruction to display the evaluation buttons 3i, 4i, and 6i is output from the output unit 110 to the display units 3e, 4e, and 6e.

[0160] The predetermined time is set so that the evaluation buttons 3i, 4i, 6i are displayed at least after the staff member has provided customer service. The time from when the staff member calls the player to when the staff member starts providing customer service, and the time the staff member provides customer service, can be set empirically.

[0161] [S304: Evaluation process] When the evaluation buttons 3i, 4i, 6i are displayed on the display units 3e, 4e, 6e, the customer can evaluate the customer service provided by the staff. As described above, the evaluation buttons 3i, 4i, 6i are satisfaction buttons, and the customer presses the evaluation buttons 3i, 4i, 6i only when the customer is satisfied with the customer service provided by the staff. When the evaluation buttons 3i, 4i, 6i are pressed, an evaluation signal is output from the display units 3e, 4e, 6e to the management device 20. Then, when the customer presses the evaluation buttons 3i, 4i, 6i, the output step of the next step S305 is performed. On the other hand, when the customer does not press the evaluation buttons 3i, 4i, 6i, the output step of the next step S305 is not performed.

[0162] When a player presses the evaluation button 3i, 4i, or 6i, the input unit 101 of the management device 20 receives an evaluation signal, which is then output to the memory unit 102. The memory unit 102 stores the evaluation result of the player pressing the evaluation button 3i, 4i, or 6i in association with the player. The memory unit 102 also stores the evaluation result of the player in association with an employee. This association with an employee is as described above, so a detailed explanation will be omitted here. The memory unit 102 also stores the evaluation result of the player in association with the game data, events, or trouble of the player.

[0163] [S305: Output process] The output unit 110 outputs the evaluation results of the player to the employee's wearable terminal 17. The employee can then check in real time the player's satisfaction with the customer service provided by him or her.

[0164] [S306: Evaluation button disappearance process] On the other hand, in the management device 20, the button control unit 103 controls the display units 3e, 4e, 6e to stop displaying the evaluation buttons 3i, 4i, 6i after a predetermined time has elapsed since the evaluation buttons 3i, 4i, 6i were displayed on the display units 3e, 4e, 6e. In this case, it is determined that the player has no intention of pressing the evaluation buttons 3i, 4i, 6i, and the display of the evaluation buttons 3i, 4i, 6i is stopped. Then, an instruction to erase the evaluation buttons 3i, 4i, 6i is output from the output unit 110 to the display units 3e, 4e, 6e.

[0165] The predetermined time is set so that the customer can press the evaluation button 3i, 4i, 6i at least after the staff member has provided customer service. As described above, the time during which the staff member provides customer service can be set empirically.

[0166] According to the fourth embodiment described above, in step S301, the player calls an employee using the call button 15a and the call lamp 15b, and in step S302, the called employee provides customer service to the player, and then in step S304, the player evaluates the employee's customer service. Then, when the player presses the evaluation buttons 3i, 4i, and 6i in step S304, that is, when the player evaluates that he is satisfied with the employee's customer service, the player's evaluation result is output from the output unit 110 to the employee's wearable terminal 17 in step S305. Then, the employee can check the player's evaluation result and know that the player is satisfied with the customer service provided by the employee, which can improve the employee's motivation. As a result, the employee can provide appropriate customer service to the player.

[0167] Furthermore, in the fourth embodiment, immediately after an employee provides customer service in step S305, the employee can check the customer's satisfaction with the customer service provided in real time on the wearable terminal 17. Therefore, the customer service provided by the employee can be immediately improved.

[0168] In the fourth embodiment, the evaluation buttons 3i, 4i, and 6i are satisfaction buttons that can only give positive evaluations and cannot give negative evaluations. Therefore, the employees can provide appropriate customer service to the players without lowering their motivation.

[0169] In the fourth embodiment, the rating buttons 3i, 4i, and 6i are displayed on the display units 3e, 4e, and 6e in step S303, and the display of the rating buttons 3i, 4i, and 6i is stopped from the display units 3e, 4e, and 6e in step S306. In this way, the rating buttons 3i, 4i, and 6i are displayed only when necessary, so that the limited space of the display units 3e, 4e, and 6e can be effectively utilized. Also, when the rating buttons 3i, 4i, and 6i are displayed, it becomes easier to attract the attention of the players.

[0170] In the fourth embodiment, the rating buttons 3i, 4i, and 6i are displayed only when necessary, but the present invention does not exclude a form in which the rating buttons 3i, 4i, and 6i are always displayed on the display units 3e, 4e, and 6e.

[0171] <Management method according to the fifth embodiment> Next, a management method according to the fifth embodiment will be described. The fifth embodiment is a modified example of the fourth embodiment, and is different in the configuration of the management device 20. Fig. 10 is a block diagram showing the functions of the management device 20 (functions as a customer service support computer) according to the fifth embodiment. Fig. 11 is a flow diagram showing main steps of the management method according to the fifth embodiment.

[0172] The evaluation buttons 3i, 4i, and 6i in the fourth embodiment described above were satisfaction buttons that could only give positive evaluations, but in the fifth embodiment, the evaluation buttons 3i, 4i, and 6i are configured to enable players to evaluate the customer service provided by employees by quantifying it as an evaluation factor. For example, the evaluation buttons 3i, 4i, and 6i may enable players to select a quantified evaluation factor, or to directly input an evaluation factor (numerical value). The evaluation factor may be derived as an absolute value, or the maximum value of the quantified evaluation factor may be set to 100, and the evaluation factor may be expressed as a percentage.

[0173] In the fifth embodiment, the evaluation results of the players using the evaluation buttons 3i, 4i, and 6i are also configured not to include negative evaluations of the customer service provided by the staff. For example, when the evaluation buttons 3i, 4i, and 6i are displayed, the evaluation level may be selected or input only when the player is satisfied with the customer service provided by the staff.

[0174] The evaluation results of the players using the evaluation buttons 3i, 4i, 6i, i.e., the evaluation points, are transmitted to the memory unit 102. In the memory unit 102, the evaluation points are stored in association with the players. Also, in the memory unit 102, the evaluation points are stored in association with the employees. Furthermore, in the memory unit 102, the corrected evaluation points are stored in association with the game data of the players.

[0175] In such a case, the management device 20 may further include an evaluation degree correction unit 130 that corrects the evaluation degree quantified by the player using the evaluation buttons 3i, 4i, and 6i, as shown in Fig. 10. In the following description, a method for correcting the evaluation degree will be specifically described. Note that the following method is one example, and a person skilled in the art can think of other methods for correcting the evaluation degree.

[0176] The evaluation degree correction unit 130 corrects the evaluation degree based on the game data of the player. When making this correction, the correlation between the evaluation degree and the game data stored in the storage unit 102 as described above is used. Then, for example, the game data of the player at the time of providing customer service to the player is referenced, and if the player is in a winning state, the evaluation degree is corrected lower. In particular, if the player calls an employee at the start of a big win (the start of a special prize), the evaluation degree is corrected even lower. This is because when in a winning state or a big win, the player is often in a good mood, and this influence is included in the evaluation of the player after the customer service. On the other hand, for example, if the player is in a losing state, the evaluation degree is corrected higher. This is because when in a losing state, the player is often in a bad mood.

[0177] In addition, for example, the game data of the player at the time of providing customer service is referenced, and if the gaming machine has an error or malfunction, the evaluation level is adjusted higher. This is because when the gaming machine has an error or malfunction, the player is often in a bad mood, and this influence is included in the evaluation of the player after the customer service.

[0178] The evaluation frequency correction unit 130 corrects the evaluation frequency based on the attributes of the player. For example, if the player is a member, the evaluation frequency is corrected lower. This is because members often have a favorable opinion of the amusement hall where they play, and this influences the player's evaluation after the customer service. On the other hand, if the player is a non-member, for example, the evaluation frequency is corrected higher. This is because non-members, such as first-time players, often have no feelings toward the amusement hall where they play.

[0179] In addition, by referring to the customer data stored in the memory unit 102, if a player has a high evaluation score after receiving customer service from a staff member in the past, the evaluation score is adjusted downward. This is because such players often have a high evaluation score regardless of the quality of the customer service, and this influence is included in the customer's evaluation after receiving customer service.

[0180] Also, if the player turns towards the employee while the employee is providing customer service, the evaluation frequency is corrected downward. This is because when a player turns towards the employee in this way, it is often the case that the player has positive feelings towards the employee, and this influence is included in the player's evaluation after the customer service. On the other hand, if the player does not turn towards the employee while the employee is providing customer service, the evaluation frequency is corrected upward. This is because when a player does not turn towards the employee in this way, it may be the case that the player does not have positive feelings towards the employee.

[0181] The evaluation frequency correction unit 130 corrects the evaluation frequency based on the time required from when the customer presses the call button 15a to call an employee until the employee serves the customer. Specifically, the time is measured from when the call button 15a is pressed and the call lamp 15b is turned on until the call button 15a is pressed again and the call lamp 15b is turned off. If the required time is shorter than a predetermined threshold, the evaluation frequency is corrected to be lower. This is because if the time a customer has to wait is short, the customer is often in a good mood, and this influence is included in the customer's evaluation after the customer service. On the other hand, if the required time is longer than a predetermined threshold, the evaluation frequency is corrected to be higher. This is because if a customer has to wait for a long time, the customer is often in a bad mood.

[0182] When the customer service provided by the staff is a wagon service, the evaluation degree correction unit 130 corrects the evaluation degree to a lower value. This is because a customer may be satisfied with the wagon service, and this influence is included in the customer's evaluation. However, since a customer is not likely to feel emotionally upset when receiving a wagon service, the wagon service may be excluded from the judgment of the evaluation degree.

[0183] The evaluation frequency correction unit 130 can correct the evaluation frequency by multiplying the evaluation frequency input using the evaluation buttons 3i, 4i, and 6i by a predetermined correction coefficient. However, the method of correcting the evaluation frequency is not limited to this and can be set arbitrarily.

[0184] The corrected evaluation points are stored in the memory unit 102 in association with the member card 30 or non-member card 31 possessed by the player. The corrected evaluation points are also stored in the memory unit 102 in association with the employee. The corrected evaluation points are also stored in the memory unit 102 in association with the game data of the player.

[0185] Next, a management method performed by the management device 20 equipped with the evaluation frequency correction unit 130 will be described with reference to FIG.

[0186] [S311~S313] The calling step of step S311, the customer service step of step S312, and the evaluation button display step of step S313 are the same as steps S301 to S303 in the fourth embodiment, respectively.

[0187] [S314: Evaluation process] In the evaluation step S314, similarly to step S304 in the fourth embodiment, the player evaluates the customer service provided by the staff using the evaluation buttons 3i, 4i, and 6i displayed on the display units 3e, 4e, and 6e. However, as described above, the player evaluates the customer service provided by the staff by quantifying it as an evaluation degree. When the evaluation is performed using the evaluation buttons 3i, 4i, and 6i, an evaluation signal (evaluation degree) is output from the display units 3e, 4e, and 6e to the management device 20. Then, if the player evaluates the customer service provided by the staff using the evaluation buttons 3i, 4i, and 6i, the evaluation degree correction step in the next step S315 and the output step in step S316 are sequentially performed. On the other hand, if the player does not evaluate the customer service provided by the staff using the evaluation buttons 3i, 4i, and 6i, the evaluation degree correction step in the next step S315 and the output step in step S316 are not performed.

[0188] The evaluation signal (evaluation result, i.e., evaluation points) of a player using the evaluation buttons 3i, 4i, 6i is received by the input unit 101 of the management device 20, and is further output to the memory unit 102. In the memory unit 102, the evaluation points are stored in association with the member card 30 or non-member card 31 possessed by the player. The memory unit 102 also stores the evaluation points in association with employees. The memory unit 102 also stores the evaluation points in association with the game data of the player.

[0189] [S315: Evaluation frequency correction process] The evaluation frequency of the player evaluated using the evaluation buttons 3i, 4i, and 6i is corrected in the evaluation frequency correction unit 130. The method of correcting the evaluation frequency in the evaluation frequency correction unit 130 is as described above.

[0190] The evaluation points corrected by the evaluation point correction unit 130 are transmitted to the memory unit 102. In the memory unit 102, the corrected evaluation points are stored in association with the member's card 30 or the non-member's card 31 possessed by the player. The memory unit 102 also stores the corrected evaluation points in association with the employee. The memory unit 102 also stores the corrected evaluation points in association with the game data of the player.

[0191] [S316: Output process] The output unit 110 outputs the evaluation results of the player to the employee's wearable terminal 17. The employee can then check in real time the player's satisfaction with the customer service provided by him or her.

[0192] [S317: Evaluation button disappearance process] The step S317 of stopping the display of the evaluation button is the same as the step S306 in the fourth embodiment.

[0193] According to the fifth embodiment described above, since the evaluation of the player is quantified as an evaluation score in step S314, the staff can more clearly confirm the evaluation of the player. This can further improve the motivation of the staff, and as a result, the staff can provide more appropriate customer service to the player.

[0194] In the fifth embodiment, since the evaluation score of the player is corrected in step S315, the corrected evaluation score can be a result that is directly attributable to the customer service provided by the staff. Therefore, the customer service provided by the staff to the player can be performed more appropriately.

[0195] <Management method according to the sixth embodiment> Next, a management method according to the sixth embodiment will be described. The sixth embodiment is a modified example of the fifth embodiment, and the configuration of the management device 20 is different. Fig. 12 is a block diagram showing the functions of the management device 20 (functions as a customer service support computer) according to the sixth embodiment. Fig. 13 is a flow diagram showing main steps of the management method according to the sixth embodiment.

[0196] 12, the management device 20 further includes an evaluation frequency counting unit 140 that counts the evaluation frequency of the players for each employee. The evaluation frequency counting unit 140 counts the evaluation frequency corrected by the evaluation frequency correction unit 130 for each employee and stores the counted evaluation frequency in the memory unit 102.

[0197] Next, a management method performed by the management device 20 equipped with the evaluation frequency counting section 140 will be described with reference to FIG.

[0198] [S321~S325] The calling step in step S321, the customer service step in step S322, the evaluation button display step in step S323, the evaluation step in step S324, and the evaluation frequency correction step in step S325 are the same as steps S311 to S315 in the fifth embodiment, respectively.

[0199] [S326: Evaluation frequency calculation process] When steps S321 to S325 are performed, the evaluation frequency counting unit 140 counts the evaluation frequency of the player corrected by the evaluation frequency correction unit 130 for each employee. Then, the evaluation frequency counted by the evaluation frequency counting unit 140 is transmitted to the memory unit 102.

[0200] [S327: Output process] The output unit 110 outputs the evaluation frequency corrected by the evaluation frequency correction unit 130 or the evaluation frequency totalized by the evaluation frequency totalization unit 140 to the employee's wearable terminal 17. The employee can then check the customer's satisfaction with the customer service he or she provided. Alternatively, the results may be output to a personal computer 24 so that a store manager or the like can check them. In that case, it can be determined whether the customer is satisfied with the customer service provided by the employee, which serves as a reference for employee evaluation.

[0201] [S328: Evaluation button disappearance process] The step of stopping the display of the evaluation button in step S328 is the same as step S317 in the fifth embodiment.

[0202] According to the sixth embodiment described above, since the evaluation score of the players is tallied for each employee in step S326, the employee can know the degree of satisfaction of different players with the customer service he or she provided. Therefore, the employee can provide more appropriate customer service to the players.

[0203] <Modifications of the Fourth to Sixth Embodiments> In the fourth to sixth embodiments, the evaluation buttons 3i, 4i, and 6i are used as the evaluation unit, but the means for evaluating employees is not limited to this. For example, a player may evaluate an employee using a social networking service (SNS). In such a case, a terminal owned by the player may serve as the evaluation unit of the present invention.

[0204] <Modifications of the Fourth to Sixth Embodiments> In the above fourth to sixth embodiments, the evaluation result of the player is output from the output unit 110 to the wearable terminal 17 after the staff member provides customer service, but the output timing is not limited to this. For example, if past evaluation results of the player are stored in the memory unit 102, the past evaluation results of the player may be output from the output unit 110 to the wearable terminal 17 before the staff member provides customer service to the player.

[0205] The management device 20 keeps track of the past evaluation results of the player from the membership card 30 inserted in the inter-machine devices 3, 4, and 6. Then, when the player is calling (in a calling state), the past evaluation results of the player are output to the wearable terminal 17 along with a notification of the call. In such a case, for example, if a player usually has a low evaluation, the staff will know this in advance and will not be flustered when providing customer service. This allows the staff to provide more appropriate customer service to the player.

[0206] Although the preferred embodiment of the present invention has been described above with reference to the accompanying drawings, the present invention is not limited to such an example. It is clear that a person skilled in the art can come up with various modified or altered examples within the scope of the ideas described in the claims, and it is understood that such examples also naturally belong to the technical scope of the present invention.

[0207] <First supplementary paragraph> [Additional note 1] A system for managing information relating to the status of a player, A status acquisition unit that acquires the status of the player over time; A management device communicably connected to the status acquisition unit; having The management device includes: An event recognition unit that recognizes events occurring around the gaming machine or the player; A correlation deriving unit that derives a correlation that associates the state of the player with the event; a storage unit that stores the state of the player acquired by the state acquisition unit, the event grasped by the event grasp unit, and the correlation derived by the correlation derivation unit; an output unit that outputs the correlation; A management system comprising:

[0208] [Additional note 2] 2. The management system according to claim 1, wherein the output unit outputs the correlation so that the employee can check it each time the event occurs.

[0209] [Additional note 3] The state of the player is a facial expression or a movement of the player, The management system described in appendix 1 or 2, wherein the status acquisition unit has an imaging means for imaging the player.

[0210] [Additional note 4] The management system described in Appendix 3, wherein the imaging means is a first camera provided for a plurality of gaming machines, a second camera provided on an amusement device installed corresponding to each of the gaming machines, or a third camera worn by the employee.

[0211] [Additional note 5] The management system described in Appendix 4 is characterized in that the management device determines, among the first camera, the second camera, or the third camera, a camera that captures an image of the player from the front as the status acquisition unit that acquires the status of the player.

[0212] [Additional note 6] The management system according to any one of claims 1 to 5, wherein the management device further comprises an expression level derivation unit that quantifies the expression of the player as an expression level.

[0213] <Second supplementary item> [Additional Note 11] A system for managing information relating to the status of a player, A status acquisition unit that acquires the status of the player; A management device communicably connected to the status acquisition unit; having The management device includes: A storage unit that stores the state of the player acquired by the state acquisition unit; An output unit that outputs the state of the player; A management system comprising:

[0214] [Additional Note 12] The state of the player is a facial expression or a movement of the player, The management system described in appended claim 11, characterized in that the status acquisition unit has an imaging means for imaging the player.

[0215] [Additional Note 13] The management system described in Appendix 12, characterized in that the imaging means is a first camera provided for a plurality of gaming machines, a second camera provided on an amusement device installed corresponding to each of the gaming machines, or a third camera worn by the employee.

[0216] [Additional Note 14] The management system described in Appendix 13 is characterized in that the management device determines, among the first camera, the second camera, or the third camera, a camera that captures an image of the player from the front as the status acquisition unit that acquires the status of the player.

[0217] [Additional Note 15] The management system described in any one of appendix 12 to 14, characterized in that the management device stores the status of the player acquired by the status acquisition unit based on the timing when the employee stops operating the call unit to call the employee.

[0218] [Additional Note 16] The management system described in any one of appendix 12 to 14, characterized in that the management device stores the status of the player acquired by the status acquisition unit based on the timing when the player starts operating a calling unit to call the employee.

[0219] [Additional Note 17] 17. The management system according to any one of claims 11 to 16, wherein the management device further comprises an expression level derivation unit that quantifies the expression of the player as an expression level.

[0220] [Additional Note 18] 18. The management system according to claim 17, wherein the management device further comprises a facial expression index correction unit that corrects the facial expression index.

[0221] [Additional Note 19] The management system described in appended claim 18, wherein the facial expression frequency correction unit corrects the facial expression frequency based on the gaming data of the player.

[0222] [Additional Note 20] The management system described in appendix 18 or 19, wherein the facial expression frequency correction unit corrects the facial expression frequency based on the attributes of the player.

[0223] [Additional Note 21] The management system according to any one of appendix 18 to 20, wherein the facial expression frequency correction unit corrects the facial expression frequency based on the time required from when the player calls the employee using a calling unit to call the employee until the employee serves the customer.

[0224] [Additional Note 22] The management device further includes a facial expression level counting unit that counts the facial expression level for each employee, The management system according to any one of appended claims 17 to 21, wherein the output unit outputs the facial expression intensity counted by the facial expression intensity counting unit so that the employee can confirm the counted facial expression intensity.

[0225] [Additional note 23] The management device further includes an expression determination unit that classifies the facial expression of the player based on the facial expression level and a predetermined threshold value related to the facial expression level, The management system described in any one of appendix 17 to 22, characterized in that the output unit outputs the classified facial expression of the player and the time the facial expression of the player continued so that the employee can confirm it.

[0226] [Additional note 24] The memory unit stores the past state of the player, The management system described in any one of appendix items 11 to 23, characterized in that the output unit outputs the player's past status to the employee when the player is calling the employee using a calling unit to call the employee.

[0227] [Additional note 25] The management system according to any one of claims 11 to 24, characterized in that the status acquisition unit acquires the status of the player based on a call made by the player at a call unit.

[0228] <Third supplementary paragraph> [Additional note 31] A system for managing information relating to the status of a player, an evaluation unit for allowing the player to evaluate the customer service of the employee after the employee has served the player; A management device communicably connected to the evaluation unit; having The management device includes: A storage unit that stores the evaluation results of the player using the evaluation unit; an output unit that outputs the evaluation result; A management system comprising:

[0229] [Additional note 32] 32. The management system according to claim 31, wherein the evaluation unit is an evaluation button provided on the gaming device.

[0230] [Additional note 33] The management device further includes a button control unit that controls display of the rating button, The management system described in Appendix 32, characterized in that the button control unit displays the evaluation button after a predetermined time has elapsed since the employee began serving the player.

[0231] [Additional note 34] the evaluation section is an evaluation button displayed on the gaming device, 34. The management system according to any one of appended claims 31 to 33, wherein the evaluation button stops being displayed after a predetermined time has elapsed since it was displayed even if the evaluation button is not pressed.

[0232] [Additional note 35] 35. The management system according to any one of appended claims 31 to 34, wherein the evaluation unit is configured not to include negative evaluations of the employee's customer service.

[0233] [Additional note 36] The management system described in any one of appendix 31 to 35, characterized in that the management device is configured to be able to evaluate the results of the evaluation by the player by the evaluation unit by quantifying them as evaluation levels.

[0234] [Additional note 37] 37. The management system according to claim 36, wherein the management device further comprises an evaluation factor correction unit that corrects the evaluation factor.

[0235] [Additional note 38] The management system described in Appendix 37, wherein the evaluation factor correction unit corrects the evaluation factor based on the gaming data of the player.

[0236] [Additional note 39] The management system described in appended claim 37 or 38, wherein the evaluation factor correction unit corrects the evaluation factor based on the attributes of the player.

[0237] [Additional note 40] The management system described in any one of appendix 37 to 39, characterized in that the evaluation frequency correction unit corrects the evaluation frequency based on the time required from when the player calls the employee to when the employee serves the customer.

[0238] [Additional note 41] The management device further includes an evaluation score counting unit that counts the evaluation score for each employee, The management system according to any one of appended claims 36 to 40, wherein the output unit outputs the evaluation frequency compiled by the evaluation frequency compilation unit so that the employee can confirm it.

[0239] [Additional note 42] The memory unit stores past evaluation results of the player, The management system described in any one of appendix 31 to 41, characterized in that the output unit outputs the player's past evaluation results to the employee when the player calls the employee so that the employee can check them. [Industrial Applicability]

[0240] The present invention is useful in managing information relating to the status of a player. [Explanation of symbols]

[0241] 1 Gaming system 2. Pachinko Machines 2a Individual counting machine 3, 4, 6 machines 3a, 4a, 6a card slots 3b, 4b Ball rental button 3c, 4c, 6c Replay buttons 6b Loan medal button 3d, 4d, 6d return button 3e, 4e, 6e display section 3f, 4f, 6f lamps 3g, 4g, 6g card collection department 3h, 4h, 6h Unit Camera 3i, 4i, 6i rating buttons 5. Slot Machines 7. Island Computer 8 Network 9. Surveillance Cameras 10 Counting Machine 11 Payment machine 12 Prize Management Machine (POS) 13 Replay reception machine 14 Ticket Machine 15 Data display 15a Call button 15b Call lamp 16 Data release machine 17 Wearable devices 17a Wearable Camera 18 Prize dispenser 20 Management device 21 Protocol Converter 22 Modem 23 Card Center 24 Personal Computers 30 Membership Card 31 Non-member cards 100 Control section 101 Input section 102 Storage section 103 Button control section 104 Event Grasping Department 105 Camera control unit 106 Smile Frequency Calculation Unit 107 Smile power correction unit 108 Facial expression determination section 109 Correlation Derivation Part 110 Output section 120 Smile Frequency Counting Unit 130 Evaluation frequency correction unit 140 Evaluation Frequency Counting Section

Claims

1. A system for managing information relating to the status of a player, A status acquisition unit that acquires the status of the player over time; A management device communicably connected to the status acquisition unit; having The management device includes: An event grasping unit that grasps events occurring around the player; A correlation deriving unit that derives a correlation that associates the state of the player with the event; a storage unit that stores the state of the player acquired by the state acquisition unit, the event grasped by the event grasp unit, and the correlation derived by the correlation derivation unit; an output unit that outputs the correlation; having A management system characterized in that the event grasped by the event grasping unit is a prize exchange.

2. A system for managing information relating to the status of a player, A status acquisition unit that acquires the status of the player over time; A management device communicably connected to the status acquisition unit; having The management device includes: An event grasping unit that grasps events occurring around the player; A correlation deriving unit that derives a correlation that associates the state of the player with the event; a storage unit that stores the state of the player acquired by the state acquisition unit, the event grasped by the event grasp unit, and the correlation derived by the correlation derivation unit; an output unit that outputs the correlation; having A management system characterized in that the event grasped by the event grasping unit is the gaming status of a gaming machine.

3. The state of the player is a facial expression or a movement of the player, 3. The management system according to claim 1, wherein the state acquisition unit has an image capturing means for capturing an image of the player.

4. 4. The management system according to claim 3, further comprising an expression level deriving section for converting the facial expression of the player into a numerical value as an expression level.

Images