Information Processing Apparatus, Information Processing Method, and Program
Patent Information
- Application Number
- JP2024093243
- Authority / Receiving Office
- JP · JP
- Patent Type
- Patents
- Current Assignee / Owner
- Filing Date
- 2024-06-07
- Publication Date
- 2025-06-02
- Estimated Expiration
- 2043-05-31
AI Technical Summary
In virtual space systems, employees may not be aware of customer visits and cannot proactively respond due to the need for customers to call them, leading to suboptimal sales interactions.
An information processing device that manages customer avatar behavior in a virtual facility, determining notification conditions based on positional relationships or actions, and proactively notifies worker avatars using associated real-space employees to respond.
Enables workers in virtual space to proactively engage with customers without direct customer calls, enhancing sales interactions and customer service responsiveness.
Smart Images
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Abstract
Description
[Technical field]
[0001] The present invention relates to an information processing device, an information processing method, and a program for processing information relating to a virtual space. [Background technology]
[0002] Patent document 1 describes a system in which information about products placed in a store in a virtual space is displayed on a customer terminal, and when a customer presses a specific button on the screen displayed on the customer terminal, a store clerk is called via a store clerk terminal. [Prior art documents] [Patent documents]
[0003] [Patent Document 1] JP 2002-183525 A Summary of the Invention [Problem to be solved by the invention]
[0004] In a facility such as a store in the real world, sales of products can be increased by having employees working at the facility serve customers. In contrast, in the system described in Patent Document 1, the customer needs to call the employee, so the employee may not notice the customer's visit and may not be able to serve the customer proactively.
[0005] The present invention has been made in consideration of these points, and aims to enable employees working at facilities in a virtual space to proactively respond to customers who visit the facility. [Means for solving the problem]
[0006] An information processing device of a first aspect of the present invention has an acquisition unit that acquires behavioral information indicating the behavior of a customer avatar used by a customer to use a virtual facility, which is a facility in a virtual space where a worker is engaged using a worker avatar; a determination unit that determines whether a notification condition indicating that a predetermined positional relationship has been achieved between the customer avatar and the virtual facility or the worker avatar is satisfied based on the behavioral information; a selection unit that selects one of the workers associated with an area in the virtual facility in which the customer avatar is located, from information that associates each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers engaged in the virtual facility, which information is pre-stored in a memory unit; and a notification unit that notifies an information terminal associated with a real facility, which is a facility corresponding to the virtual facility in real space, and used by the worker selected by the selection unit, on condition that the determination unit determines that the notification condition has been satisfied.
[0007] An information processing device of a second aspect of the present invention includes an acquisition unit that acquires behavioral information indicating the behavior of a customer avatar used by a customer to use a virtual facility, which is a facility in a virtual space where a worker is engaged using a worker avatar; a determination unit that determines whether a notification condition indicating that the customer avatar has taken a predetermined action toward a product sold in the virtual facility is satisfied based on the behavioral information; a selection unit that selects one of the workers associated with an area in the virtual facility in which the customer avatar is located, from information that associates each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers engaged in the virtual facility, which information is pre-stored in a memory unit; and a notification unit that notifies an information terminal associated with a real facility, which is a facility corresponding to the virtual facility in real space, and used by the worker selected by the selection unit, on condition that the determination unit determines that the notification condition is satisfied.
[0008] The positional relationship may include at least one of the customer avatar entering the virtual facility and the distance between the customer avatar and the staff avatar becoming equal to or smaller than a reference value.
[0009] The action may include at least one of the following: a distance between the customer avatar and the product becoming equal to or smaller than a reference value; and the customer avatar taking an action to display information about the product.
[0010] The information processing device may further include a receiving unit in the information terminal that receives designation of the notification condition.
[0011] The notification unit may notify the information terminal on condition that the determination unit determines that the notification condition is satisfied and the employee avatar is in the virtual space.
[0012] The notification unit may notify the information terminal on condition that the determination unit determines that the notification condition is satisfied and the employee avatar is within the virtual facility in the virtual space.
[0013] The selection unit may select one of the multiple employees working in the virtual facility based on the area within the virtual facility in which the customer avatar is located, as well as attributes of the customer corresponding to the customer avatar.
[0014] The selection unit may select one of the multiple employees working in the virtual facility based on the area within the virtual facility in which the customer avatar is located, as well as the type of product that the customer avatar is the subject of the action.
[0015] The information processing device may further include a reception unit that receives an operation indicating whether or not to respond to the customer avatar on the information terminal used by a first staff member notified by the notification unit, and the notification unit may notify the information terminal used by a second staff member different from the first staff member on condition that the reception unit receives an operation indicating that the first staff member will not respond to the customer avatar.
[0016]
[0017]
[0018] An information processing method of a third aspect of the present invention includes the steps of: acquiring behavioral information indicating the behavior of a customer avatar used by a customer to use a virtual facility, the virtual facility being a facility in a virtual space where a worker is engaged using a worker avatar; determining, based on the behavioral information, whether a notification condition indicating that a predetermined positional relationship has been reached between the customer avatar and the virtual facility or the worker avatar is satisfied; selecting one of the workers associated with the area in the virtual facility in which the customer avatar is located, from information previously stored in a memory unit associating each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers engaged in the virtual facility; and, on the condition that it has been determined in the determining step that the notification condition has been satisfied, notifying an information terminal associated with a real facility, the facility corresponding to the virtual facility in real space, the information terminal being used by the worker selected in the selecting step.
[0019] A fourth aspect of the program of the present invention causes a computer to execute the following steps: acquiring behavioral information indicating the behavior of a customer avatar used by a customer to use a virtual facility, which is a facility in a virtual space where a worker is engaged using a worker avatar; determining, based on the behavioral information, whether a notification condition indicating that a predetermined positional relationship has been reached between the customer avatar and the virtual facility or the worker avatar is satisfied; selecting one of the workers associated with the area in the virtual facility in which the customer avatar is located, from information previously stored in a memory unit associating each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers engaged in the virtual facility; and, on the condition that it is determined in the determining step that the notification condition has been satisfied, notifying an information terminal associated with a real facility, which is a facility corresponding to the virtual facility in real space, and used by the worker selected in the selecting step. Effect of the Invention
[0020] According to the present invention, it is possible to provide an advantage that employees working at a facility in a virtual space can proactively respond to customers who visit the facility. [Brief description of the drawings]
[0021] [Figure 1] 1 is a schematic diagram of an information processing system according to an embodiment. [Diagram 2] 1 is a block diagram of an information processing system according to an embodiment. [Diagram 3] FIG. 13 is a schematic diagram of an employee terminal displaying an exemplary setting screen. [Figure 4] 11 is a schematic diagram for explaining a method in which a determination unit determines whether or not a notification condition is satisfied. FIG. [Diagram 5] 11 is a schematic diagram for explaining a method in which a determination unit determines whether or not a notification condition is satisfied. FIG. [Figure 6] FIG. 13 is a schematic diagram of an employee terminal displaying an exemplary notification screen. [Figure 7] 11 is a schematic diagram for explaining a method in which a movement control unit automatically moves an employee avatar. FIG. [Figure 8] FIG. 1 is a flowchart illustrating an exemplary information processing method executed by an information processing device according to an embodiment. DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0022] [Outline of Information Processing System S] 1 is a schematic diagram of an information processing system S according to this embodiment. The information processing system S includes an information processing device 1, a customer terminal 2, and an employee terminal 3. The information processing system S may include a plurality of customer terminals 2 and employee terminals 3. The information processing system S may also include other devices such as servers and terminals.
[0023] The information processing device 1 is a computer that processes information about the virtual space displayed on the customer terminal 2 and the staff terminal 3. The virtual space is an imaginary space (e.g., metaverse) formed on a computer. The virtual space is displayed as an area having an area or volume on each of the customer terminal 2 and the staff terminal 3. On the other hand, the actual space in which the user lives (e.g., space on the earth) is called real space.
[0024] The information processing device 1 places a virtual facility, which is a virtual facility, in a virtual space. The virtual facility is, for example, a store that sells one or more types of products I. The virtual facility corresponds to a real facility, which is a facility in the real space, and has, for example, a structure in the virtual space that imitates the real facility. By visiting the virtual facility using the customer avatar A1, a customer can have the experience of visiting a real store corresponding to the virtual facility.
[0025] The product I is a virtual item in the virtual space. When the product I corresponds to an item in the real space, a physical store corresponding to the virtual facility, for example, delivers an item in the real space corresponding to the product I to a customer in response to the customer's purchase of the product I in the virtual facility.
[0026] The customer terminal 2 is an information terminal used by a user who is a customer using the virtual facility. The staff terminal 3 is an information terminal used by a user who is a staff member working at the virtual facility (an employee of the virtual facility, an owner of the virtual facility, an administrator of the virtual facility, etc.), and is associated in advance with the real facility corresponding to the virtual facility. A customer uses the virtual facility by operating a customer avatar A1 in the virtual space. A staff member performs duties such as customer service and sales in the virtual facility by operating a staff member avatar A2 in the virtual space.
[0027] The position of the staff member in the real space may be linked to the position of the staff member avatar A2 corresponding to the staff member in the virtual space. In this case, the information processing device 1 automatically moves the staff member avatar A2 in the virtual space according to the position information of the staff member terminal 3 held by the staff member. This allows the staff member to respond to the customer avatar A1 in the virtual store corresponding to the real store while actually moving around the real store.
[0028] The customer terminal 2 and the staff terminal 3 are, for example, a smartphone, a tablet terminal, or a personal computer. The customer terminal 2 and the staff terminal 3 have an operation unit such as a touch panel or a keyboard for receiving operations, and a display unit such as a liquid crystal display for displaying information. The customer terminal 2 and the staff terminal 3 can communicate with the information processing device 1 via a network.
[0029] An overview of the process executed by the information processing device 1 according to this embodiment will be described below. The information processing device 1 acquires behavior information indicating the behavior of the customer avatar A1 in the virtual facility. The behavior information is, for example, information indicating the position, behavior, etc. of the customer avatar A1.
[0030] The information processing device 1 determines whether or not a notification condition indicating that the customer avatar A1 and the virtual facility or the staff avatar A2 have a predetermined positional relationship is satisfied based on the acquired behavioral information. The notification condition regarding the virtual facility or the staff avatar A2 includes, for example, that the customer avatar A1 has entered the virtual facility or that the distance between the customer avatar A1 and the staff avatar A2 has become equal to or smaller than a reference value.
[0031] Furthermore, the information processing device 1 may determine, based on the acquired behavioral information, whether or not a notification condition indicating that the customer avatar A1 has taken a predetermined behavior with respect to a product I being sold in the virtual facility is satisfied. The notification condition regarding the product I includes, for example, that the distance between the customer avatar A1 and the product I is equal to or less than a reference value, that the customer avatar A1 has taken an action to display information about the product I, or that the customer avatar A1 has taken an action to purchase the product I.
[0032] The information processing device 1 notifies the staff terminal 3 associated with the real facility corresponding to the virtual facility, on the condition that it has determined that the notification condition is satisfied. The staff member uses the staff avatar A2 on the staff terminal 3 to interact with the customer avatar A1 in the virtual store.
[0033] In this way, the information processing device 1 notifies the staff terminal 3 in response to the customer avatar A1 satisfying a predetermined notification condition related to the virtual facility, the staff avatar A2, or the product I. In this way, the information processing device 1 makes the staff aware of the customer's visit to the virtual facility without the customer having to call the staff, and the staff can proactively attend to the customer.
[0034] [Configuration of Information Processing System S] FIG. 2 is a block diagram of an information processing system S according to this embodiment. In FIG. 2, arrows indicate main data flows, and data flows other than those shown in FIG. 2 may exist. In FIG. 2, each block indicates a configuration in functional units, not a configuration in hardware (device) units. Therefore, the blocks shown in FIG. 2 may be implemented in a single device, or may be implemented separately in multiple devices. Data may be exchanged between blocks via any means, such as a data bus, a network, or a portable storage medium.
[0035] The information processing device 1 includes a communication unit 11, a storage unit 12, and a control unit 13. The information processing device 1 may be configured by connecting two or more physically separate devices by wire or wirelessly. The information processing device 1 may also be configured by a cloud that is a collection of computer resources.
[0036] The communication unit 11 has a communication controller for transmitting and receiving data between the customer terminal 2 and the staff terminal 3 via the network. The communication unit 11 notifies the control unit 13 of data received via the network from the customer terminal 2, the staff terminal 3, or other devices. The communication unit 11 also transmits data output from the control unit 13 to the customer terminal 2, the staff terminal 3, or other devices via the network.
[0037] The storage unit 12 is a storage medium including a ROM (Read Only Memory), a RAM (Random Access Memory), a hard disk drive, etc. The storage unit 12 stores in advance a program to be executed by the control unit 13. The storage unit 12 may be provided outside the information processing device 1, in which case data may be exchanged between the storage unit 12 and the control unit 13 via a network.
[0038] The control unit 13 has a reception unit 131, an acquisition unit 132, a determination unit 133, a selection unit 134, a notification unit 135, and a movement control unit 136. The control unit 13 is a processor such as a CPU (Central Processing Unit), and functions as the reception unit 131, the acquisition unit 132, the determination unit 133, the selection unit 134, the notification unit 135, and the movement control unit 136 by executing a program stored in the storage unit 12.
[0039] The following is a detailed description of the processing executed by the information processing device 1. In the information processing device 1, the reception unit 131 receives, in the staff terminal 3, the designation of notification conditions for notifying the virtual facility of a customer's visit and the designation of selection conditions for selecting staff members to be notified. The staff terminal 3 displays, on the display unit, a setting screen for receiving the designation of the notification conditions and selection conditions by the staff member.
[0040] 3 is a schematic diagram of the employee terminal 3 displaying an exemplary setting screen. The setting screen includes, for example, an area for receiving designation of notification conditions and an area for receiving designation of selection conditions.
[0041] The notification condition is, for example, a condition indicating that the customer avatar A1 and the virtual facility or staff avatar A2 have a predetermined positional relationship. The positional relationship that is the notification condition includes, for example, at least one of the following: the customer avatar A1 has entered the virtual facility; and the distance between the customer avatar A1 and the staff avatar A2 has become equal to or smaller than a reference value. The reference value of the distance may be a value specified by the staff on the setting screen, or may be a predetermined value.
[0042] The notification condition may be, for example, a condition indicating that the customer avatar A1 has taken a predetermined action toward a product I being sold in the virtual facility. The action that is the notification condition includes at least one of the following: the distance between the customer avatar A1 and the product I has become equal to or smaller than a reference value; the customer avatar A1 has taken an action to display information about the product I; and the customer avatar A1 has taken an action to purchase the product I. The reference value of the distance may be a value specified by an employee on a setting screen, or may be a predetermined value.
[0043] The selection conditions are, for example, conditions related to any one of the following: the distance between the customer avatar A1 and the staff avatar A2, the relationship between the attributes of the customer corresponding to the customer avatar A1 and the staff, the relationship between the area in the virtual facility in which the customer avatar A1 is located and the staff, and the relationship between the type of product I that the customer avatar A1 is targeting for its action and the staff.
[0044] The employee terminal 3 transmits condition information including the notification condition and the selection condition specified by the employee on the setting screen to the information processing device 1. In the information processing device 1, the reception unit 131 receives the condition information from the employee terminal 3 and stores the received condition information in the storage unit 12.
[0045] The acquisition unit 132 acquires behavior information indicating the behavior of the customer avatar A1 in the virtual facility. The acquisition unit 132 acquires the behavior information of the customer avatar A1 at a predetermined time interval (1 second, 5 seconds, etc.), for example, and notifies the determination unit 133 of the acquired behavior information.
[0046] The behavior information is, for example, information indicating at least one of the position of the customer avatar A1 and the behavior of the customer avatar A1. The position of the customer avatar A1 includes, for example, coordinates in a virtual space. The behavior of the customer avatar A1 includes, for example, the customer avatar A1 taking an action to enter a virtual facility, the customer avatar A1 taking an action to display information about a product I in the virtual facility, the customer avatar A1 taking an action to purchase the product I in the virtual facility, and the like. The customer can move the customer avatar A1, have the customer avatar A1 enter the virtual facility, use the customer avatar A1 to display information about the product I, or use the customer avatar A1 to purchase the product I, by performing a predetermined operation on the customer terminal 2.
[0047] The acquiring unit 132 may acquire attribute information indicating attributes of a customer corresponding to the customer avatar A1 in addition to the behavioral information. The customer attributes are information indicating characteristics of the customer, and include, for example, the customer's age, sex, place of residence, product purchase history in virtual facilities or real facilities, and the like.
[0048] The determination unit 133 determines whether or not the notification condition accepted by the acceptance unit 131 is satisfied based on the behavior information acquired by the acquisition unit 132. Figures 4(a), 4(b), 5(a), and 5(b) are schematic diagrams for explaining a method in which the determination unit 133 determines whether or not the notification condition is satisfied.
[0049] The example of Fig. 4(a) shows a case where the notification condition indicates that the customer avatar A1 and the virtual facility have a predetermined positional relationship. In this case, the determination unit 133 determines that the notification condition is satisfied when the behavioral information indicates that the customer avatar A1 has entered the virtual facility, and determines that the notification condition is not satisfied when the behavioral information does not indicate that the customer avatar A1 has entered the virtual facility. This allows the information processing device 1 to notify the staff that the customer avatar A1 has entered the virtual facility without the customer having to call the staff.
[0050] The example of FIG. 4(b) shows a case where the notification condition indicates that the customer avatar A1 and the staff avatar A2 have a predetermined positional relationship. In this case, the determination unit 133 determines that the notification condition is satisfied when the behavioral information indicates that the distance between the customer avatar A1 and the staff avatar A2 has become equal to or less than a reference value, and determines that the notification condition is not satisfied when the behavioral information does not indicate that the distance between the customer avatar A1 and the staff avatar A2 has become equal to or less than the reference value. The reference value of the distance may be a value designated by the staff on the staff terminal 3, or may be a predetermined value (such as 1 meter or 2 meters in the virtual space). This allows the information processing device 1 to notify the staff that the customer avatar A1 has approached the staff without the customer having to call the staff.
[0051] The determination unit 133 may determine that the notification condition is satisfied if the state in which the behavioral information indicates that the distance between the customer avatar A1 and the staff avatar A2 is equal to or smaller than a reference value continues for a predetermined period of time or more. This enables the information processing device 1 to suppress frequent notifications when the customer avatar A1 passes near the staff avatar A2, for example.
[0052] The examples of FIG. 5(a) and FIG. 5(b) show a case where the notification condition indicates that the customer avatar A1 has taken a predetermined action toward the product I being sold in the virtual facility. In the example of FIG. 5(a), for example, the determination unit 133 determines that the notification condition is satisfied when the behavioral information indicates that the distance between the customer avatar A1 and the product I has become equal to or less than a reference value, and determines that the notification condition is not satisfied when the behavioral information does not indicate that the distance between the customer avatar A1 and the product I has become equal to or less than the reference value. The reference value of the distance may be a value designated by the staff member at the staff member terminal 3, or may be a predetermined value (such as 1 meter or 2 meters in the virtual space). This allows the information processing device 1 to notify the staff member that the customer avatar A1 has approached the product I without the customer needing to call the staff member.
[0053] The determination unit 133 may determine that the notification condition is satisfied if the state in which the behavioral information indicates that the distance between the customer avatar A1 and the product I is equal to or smaller than a reference value continues for a predetermined period of time or more. This enables the information processing device 1 to suppress frequent notifications when the customer avatar A1 passes near the product I, etc.
[0054] In the example of FIG. 5(b), for example, when the behavioral information indicates that the customer avatar A1 has taken an action to display the information of the product I, the determination unit 133 determines that the notification condition is satisfied, and when the behavioral information does not indicate that the customer avatar A1 has taken an action to display the information of the product I, the determination unit 133 determines that the notification condition is not satisfied. The information of the product I is, for example, detailed information of the product I, such as the contents, price, and description of the product I. The action to display the information of the product I is, for example, the customer performing an operation to select the product I using the customer avatar A1. When the action is performed, the information of the product I is switched from a non-displayed state to a displayed state on the staff terminal 3 of the customer. This allows the information processing device 1 to notify the staff that the customer avatar A1 is interested in the product I, without the customer needing to call the staff.
[0055] Furthermore, the determination unit 133 determines that the notification condition is satisfied, for example, when the behavioral information indicates that the customer avatar A1 has taken an action to purchase the product I, and determines that the notification condition is not satisfied, when the behavioral information does not indicate that the customer avatar A1 has taken an action to purchase the product I. An example of an action to purchase the product I is when the customer uses the customer avatar A1 to add any product I to a purchase list (such as a shopping cart). The customer can then purchase the product I by performing an operation to pay for the product I in the purchase list on the staff terminal 3. This allows the information processing device 1 to notify the staff that the customer avatar A1 has an intention to purchase the product I, without the customer having to call the staff.
[0056] The determination unit 133 may determine whether or not other notification conditions for notifying the customer of a visit to the virtual facility are satisfied, without being limited to the specific notification conditions shown here.
[0057] The selection unit 134 selects one of the workers working in the virtual facility as a notification destination, according to the selection conditions received by the reception unit 131. When only one worker works in the virtual facility, the selection unit 134 may select the one worker regardless of the selection conditions.
[0058] When the selection condition is a condition related to the distance between the customer avatar A1 and the staff avatar A2, the selection unit 134 selects, for example, from among a plurality of staff members, any one of the staff members corresponding to the staff avatar A2 that is closest to the position of the customer avatar A1 indicated by the behavior information acquired by the acquisition unit 132. This enables the information processing device 1 to notify the staff member corresponding to the staff avatar A2 that can approach the customer avatar A1 first.
[0059] When the selection condition is a condition related to the relationship between the attribute of the customer corresponding to the customer avatar A1 and the staff member, the selection unit 134 selects, for example, from among a plurality of staff members, a staff member associated with the attribute of the customer indicated by the attribute information acquired by the acquisition unit 132. The customer attributes are, for example, the customer's age, sex, place of residence, and product purchase history in a virtual facility or a real facility. Information (such as a table) associating the customer attributes with staff members is stored in advance in the storage unit 12. This enables the information processing device 1 to notify staff members (such as a person in charge according to the customer attributes) associated with the attributes of the customer corresponding to the customer avatar A1.
[0060] When the selection condition is a condition related to the relationship between the area in the virtual facility where the customer avatar A1 is located and the staff member, the selection unit 134 selects, for example, from among a plurality of staff members, a staff member associated with the area in the virtual facility that includes the location of the customer avatar A1 indicated by the behavioral information acquired by the acquisition unit 132. The area in the virtual facility is an area according to the characteristics of the arranged product I, such as an area that handles men's products and an area that handles women's products. Information (such as a table) that associates the areas in the virtual facility with the staff members is stored in advance in the storage unit 12. This enables the information processing device 1 to notify staff members (such as the person in charge of each area) associated with the area in the virtual facility where the customer avatar A1 is located.
[0061] When the selection condition is a condition related to the relationship between the type of product I that the customer avatar A1 has taken an action on and the employee, the selection unit 134 selects, for example, from among a plurality of employees, an employee associated with the type of product I that the customer avatar A1 has taken an action on, which is indicated by the action information acquired by the acquisition unit 132. The product I that the customer avatar A1 has taken an action on is the product I that the customer avatar A1 has taken an action on to display information about, or the product I that the customer avatar A1 has taken an action on to purchase. Information (such as a table) that associates the type of product I with the employee is stored in advance in the storage unit 12. This enables the information processing device 1 to notify the employee (such as the person in charge of each type of product I) associated with the type of product I that the customer avatar A1 is interested in.
[0062] The selection unit 134 may select an employee with a predetermined title (such as a store manager) from among the multiple employees. The selection unit 134 may also select an employee who is suitable for serving the customer avatar A1 from among the multiple employees. Whether an employee is suitable for serving the customer avatar A1 is determined based on, for example, evaluations given to the employee by a superior or a customer in the past. This allows the information processing device 1 to notify an employee who is suitable for serving the customer.
[0063] The selection unit 134 may select, from among the multiple staff members, a staff member corresponding to the staff avatar A2 who has previously served the customer avatar A1. Information indicating the staff avatar A2 who has previously served the customer avatar A1 is stored in the storage unit 12. This allows the information processing device 1 to notify the staff member who has previously served the customer avatar A1.
[0064] The selection unit 134 may select, from among the multiple workers, a worker viewing the virtual space on the worker terminal 3. For example, the selection unit 134 selects a worker who has operated the worker avatar A2 within a predetermined time (e.g., within one minute) going back from the current time as a worker viewing the virtual space. This allows the information processing device 1 to notify a worker who is available to respond quickly using the worker avatar A2.
[0065] The selection unit 134 may select the staff member to be notified according to other selection conditions related to the customer avatar A1, the staff member avatar A2, or the product I, without being limited to the specific selection conditions shown here.
[0066] The notification unit 135 notifies an employee terminal 3 associated with the real facility corresponding to the virtual facility and used by the employee selected by the selection unit 134, on the condition that the determination unit 133 has determined that the notification condition is satisfied.
[0067] The notification unit 135 may notify the staff terminal 3 on the condition that the determination unit 133 determines that the notification condition is satisfied and the staff avatar A2 is in the virtual space (for example, the staff is logged in to the virtual space). On the other hand, when the staff avatar A2 is not in the virtual space, the notification unit 135 does not notify the staff terminal 3. This allows the information processing device 1 to notify a staff member who is already logged in to the virtual space.
[0068] The notification unit 135 may notify the employee terminal 3 on the condition that the determination unit 133 determines that the notification condition is satisfied and the employee avatar A2 is within the virtual facility in the virtual space. On the other hand, when the employee avatar A2 is not within the virtual store, the notification unit 135 does not notify the employee terminal 3. This allows the information processing device 1 to notify an employee who has already positioned the employee avatar A2 within the virtual facility.
[0069] The notification unit 135 notifies the staff terminal 3, for example, by transmitting to the staff terminal 3 display information for displaying a message (character string or image) indicating that the customer avatar A1 has visited the virtual facility. In addition, the notification unit 135 may notify the staff terminal 3, for example, by transmitting to the staff terminal 3 information for outputting a predetermined sound or information for vibrating the staff terminal 3.
[0070] The staff terminal 3 displays a notification screen including a message indicating that the customer avatar A1 has visited the virtual facility on the display unit in accordance with the display information received from the information processing device 1. Fig. 6 is a schematic diagram of the staff terminal 3 displaying an exemplary notification screen. The notification screen includes a message indicating that the customer avatar A1 has visited the virtual facility.
[0071] In the information processing device 1, the reception unit 131 may receive an operation indicating whether or not the first staff member selected by the selection unit 134 from among the multiple staff members will attend to the customer avatar A1 who has visited the virtual store, on the staff member terminal 3 used by the first staff member. The staff member performs an operation indicating whether or not the first staff member will attend to the customer avatar A1 who has visited the virtual store, on a notification screen displayed on the staff member terminal 3. The staff member terminal 3 transmits information indicating the operation content by the staff member to the information processing device 1. The reception unit 131 determines whether or not the first staff member will attend to the customer avatar A1, based on the information received from the staff member terminal 3.
[0072] On the condition that the reception unit 131 receives an operation indicating that the first staff member will attend to the customer avatar A1, the information processing device 1 displays the virtual space on the staff member terminal 3 used by the first staff member. The first staff member interacts with the customer avatar A1 in the virtual store using the staff member avatar A2 on the staff member terminal 3.
[0073] On the other hand, on condition that the receiving unit 131 receives an operation indicating that the first worker will not respond to the customer avatar A1, the notification unit 135 notifies the worker terminal 3 used by a second worker, who is different from the first worker, among the multiple workers. The second worker is, for example, a worker selected by the selection unit 134 from among the multiple workers excluding the first worker using the above-mentioned method. This allows the information processing device 1 to notify another worker when a worker is busy in real space, for example.
[0074] For example, when the notification unit 135 notifies the staff terminal 3 in response to the customer avatar A1 entering a virtual facility, the staff avatar A2 corresponding to the staff using the staff terminal 3 may be located away from the virtual facility in the virtual space. In such a case, the movement control unit 136 may automatically move the staff avatar A2.
[0075] 7 is a schematic diagram for explaining a method for automatically moving the staff avatar A2 by the movement control unit 136. For example, on condition that the determination unit 133 determines that the notification condition is satisfied and the staff avatar A2 corresponding to the staff member selected by the selection unit 134 is outside the virtual facility in the virtual space, the movement control unit 136 automatically moves the staff avatar A2 into the virtual facility.
[0076] The movement control unit 136 may instantly change the position of the staff avatar A2 from its pre-movement position to a position within the virtual facility. The movement control unit 136 may also move the staff avatar A2 from its pre-movement position to a position within the virtual facility at a predetermined speed. This allows the information processing device 1 to move the staff avatar A2 into the virtual facility without requiring any operation by the staff, even if the staff avatar A2 is outside the virtual facility when the customer avatar A1 visits the virtual facility.
[0077] In a case where the position of the worker in the real space is linked to the position of the worker avatar A2 in the virtual space, when the movement control unit 136 automatically moves the worker avatar A2, a discrepancy may occur between the position of the worker and the position of the worker avatar A2. In such a case, the movement control unit 136 may temporarily set the position of the worker not to be linked to the position of the worker avatar A2. At this time, the notification unit 135 notifies the customer terminal 2 of information indicating that a discrepancy has occurred between the position of the worker and the position of the worker avatar A2, for example, and notifies the employee terminal 3 of the position of the customer avatar A1 that satisfies the notification condition.
[0078] Thereafter, the movement control unit 136 may set the position of the employee and the position of the employee avatar A2 to be linked again in response to the employee's position in the real space coinciding with the position of the employee avatar A2 in the virtual space, or in response to an operation for linking the position of the employee and the position of the employee avatar A2 being performed on the employee terminal 3. This allows the information processing device 1 to automatically move the employee avatar A2 in response to the customer avatar A1 visiting the virtual facility, even when the position of the employee in the real space and the position of the employee avatar A2 in the virtual space are linked.
[0079] [Information processing method flow] 8 is a diagram showing a flowchart of an exemplary information processing method executed by the information processing device 1 according to this embodiment. The reception unit 131 receives, at the employee terminal 3, a designation of a notification condition for notifying a customer of a visit to the virtual facility and a designation of a selection condition for selecting an employee to be notified (S11).
[0080] The acquisition unit 132 acquires behavior information indicating the behavior of the customer avatar A1 in the virtual facility (S12). The behavior information is, for example, information indicating at least one of the position of the customer avatar A1 and the behavior of the customer avatar A1.
[0081] The determination unit 133 determines whether the notification condition accepted by the acceptance unit 131 is satisfied based on the behavior information acquired by the acquisition unit 132 (S13). The notification condition is, for example, a condition indicating that the customer avatar A1 and the virtual facility or staff avatar A2 have a predetermined positional relationship. The notification condition may be, for example, a condition indicating that the customer avatar A1 has taken a predetermined behavior with respect to the product I being sold in the virtual facility.
[0082] The selection unit 134 selects one of the workers working in the virtual facility to be the notification destination (S14) in accordance with the selection conditions received by the reception unit 131. The selection conditions are, for example, conditions related to any one of the following: the distance between the customer avatar A1 and the worker avatar A2, the relationship between the attribute of the customer corresponding to the customer avatar A1 and the worker, the relationship between the area in the virtual facility where the customer avatar A1 is located and the worker, and the relationship between the type of product I targeted by the customer avatar A1 and the worker.
[0083] The notification unit 135 notifies an employee terminal 3 associated with the real facility corresponding to the virtual facility and used by the employee selected by the selection unit 134, on condition that the determination unit 133 has determined that the notification condition is satisfied (S15).
[0084] When the staff member avatar A2 corresponding to the staff member selected by the selection unit 134 is outside the virtual facility in the virtual space (YES in S16), the movement control unit 136 automatically moves the staff member avatar A2 into the virtual facility (S17). When the staff member avatar A2 corresponding to the staff member selected by the selection unit 134 is inside the virtual facility in the virtual space (NO in S16), the information processing device 1 ends the process.
[0085] [Effects of the embodiment] According to the information processing system S of this embodiment, the information processing device 1 notifies the staff terminal 3 in response to the customer avatar A1 satisfying a predetermined notification condition related to the virtual facility, the staff avatar A2, or the product I. In this way, the information processing device 1 makes the staff aware of the customer's visit to the virtual facility without the customer having to call the staff, and the staff can proactively attend to the customer.
[0086] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations' Sustainable Development Goals (SDGs), which is to "build resilient infrastructure, promote industry, innovation and infrastructure."
[0087] Although the present invention has been described above using the embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of the gist of the present invention. For example, all or part of the device can be configured by distributing or integrating functionally or physically in any unit. In addition, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effect of the new embodiment resulting from the combination combines the effect of the original embodiment. [Explanation of symbols]
[0088] S Information Processing System 1. Information processing device 11 Communications Department 12 Storage section 13 Control section 131 Reception 132 Acquisition Department 133 Judgment section 134 Selection section 135 Notification Department 136 Movement control section 2. Customer terminal 3. Staff terminal
Claims
1. an acquisition unit that acquires behavior information indicating behavior of a customer avatar used by a customer to utilize a virtual facility, the virtual facility being a facility in which an employee works using an employee avatar in a virtual space; a determination unit that determines whether a notification condition indicating that the customer avatar and the virtual facility or the staff avatar have reached a predetermined positional relationship is satisfied based on the behavior information; a selection unit that selects one of the workers associated with an area in the virtual facility where the customer avatar is located from information that associates each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers working in the virtual facility, the information being stored in advance in a storage unit; a notification unit that notifies an information terminal associated with a real facility that is a facility corresponding to the virtual facility in real space and used by the employee selected by the selection unit, on the condition that the determination unit has determined that the notification condition is satisfied; An information processing device having the above configuration.
2. an acquisition unit that acquires behavior information indicating behavior of a customer avatar used by a customer to utilize a virtual facility, the virtual facility being a facility in which an employee works using an employee avatar in a virtual space; a determination unit that determines whether a notification condition indicating that the customer avatar has taken a predetermined action with respect to a product sold in the virtual facility is satisfied based on the action information; a selection unit that selects one of the workers associated with an area in the virtual facility where the customer avatar is located from information that associates each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers working in the virtual facility, the information being stored in advance in a storage unit; a notification unit that notifies an information terminal associated with a real facility that is a facility corresponding to the virtual facility in real space and used by the employee selected by the selection unit, on the condition that the determination unit has determined that the notification condition is satisfied; An information processing device having the above configuration.
3. the positional relationship includes at least one of the customer avatar entering the virtual facility and the distance between the customer avatar and the staff avatar becoming equal to or smaller than a reference value; The information processing device according to claim 1 .
4. The behavior includes at least one of a distance between the customer avatar and the product becoming equal to or smaller than a reference value, and the customer avatar performing an action to display information about the product. The information processing device according to claim 2 .
5. The information terminal further includes a reception unit that receives designation of the notification condition. The information processing device according to claim 1 .
6. the notification unit notifies the information terminal when the determination unit determines that the notification condition is satisfied and the employee avatar is in the virtual space. The information processing device according to claim 1 .
7. the notification unit notifies the information terminal when the determination unit determines that the notification condition is satisfied and the employee avatar is within the virtual facility in the virtual space. The information processing device according to claim 6.
8. the selection unit selects one of the plurality of employees working at the virtual facility based on an area in the virtual facility where the customer avatar is located as well as attributes of the customer corresponding to the customer avatar; The information processing device according to claim 1 .
9. the selection unit selects one of the plurality of employees working in the virtual facility based on the area in the virtual facility in which the customer avatar is located and also based on the type of the product that the customer avatar has acted on; The information processing device according to claim 2 .
10. a reception unit configured to receive an operation indicating whether or not to respond to the customer avatar in the information terminal used by the first employee notified by the notification unit, the notification unit notifies the information terminal used by a second employee different from the first employee, on condition that the reception unit has received an operation indicating that the first employee will not respond to the customer avatar. The information processing device according to claim 1 .
11. The processor executes acquiring behavior information indicating behavior of a customer avatar used by a customer to utilize a virtual facility, the virtual facility being a facility in which an employee works using an employee avatar in a virtual space; determining whether a notification condition indicating that the customer avatar and the virtual facility or the employee avatar have reached a predetermined positional relationship is satisfied based on the behavior information; selecting one of the workers associated with an area in the virtual facility where the customer avatar is located from information previously stored in a storage unit that associates each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers working in the virtual facility; a step of notifying an information terminal associated with a real facility that is a facility corresponding to the virtual facility in real space and used by the employee selected in the selecting step, on condition that it is determined in the determining step that the notification condition is satisfied; An information processing method comprising the steps of:
12. On the computer, acquiring behavior information indicating behavior of a customer avatar used by a customer to utilize a virtual facility, the virtual facility being a facility in which an employee works using an employee avatar in a virtual space; determining whether a notification condition indicating that the customer avatar and the virtual facility or the employee avatar have reached a predetermined positional relationship is satisfied based on the behavior information; selecting one of the workers associated with an area in the virtual facility where the customer avatar is located from information previously stored in a storage unit that associates each of a plurality of areas into which the virtual facility is divided with each of a plurality of workers working in the virtual facility; a step of notifying an information terminal associated with a real facility that is a facility corresponding to the virtual facility in real space and used by the employee selected in the selecting step, on condition that it is determined in the determining step that the notification condition is satisfied; A program to execute.