Information Processing Apparatus, Information Processing Method, and Program

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The information processing apparatus addresses the issue of user discomfort in public by adjusting the dialogue method and volume of an avatar conversation, enhancing user engagement and reducing conversation abandonment in high-traffic areas.

JP7691585B1Active Publication Date: 2025-06-11KDDI CORP

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Patent Information

Application Number: JP2025029080
Authority / Receiving Office: JP · JP
Patent Type: Patents
Current Assignee / Owner
Filing Date: 2025-02-26
Publication Date: 2025-06-11
Estimated Expiration: 2045-02-26

AI Technical Summary

Technical Problem

In environments with high human traffic, users may feel embarrassed to converse with an avatar, leading to a higher likelihood of stopping the conversation.

Method used

An information processing apparatus that conducts a dialogue with a user by analyzing sound information and determining if it's a predetermined situation where the user is uncomfortable. It adjusts the dialogue method from voice-based to selection-based, reducing the volume of the response voice or displaying answer candidates on a terminal, to make the conversation less noticeable to others.

Benefits of technology

The solution effectively reduces the user's discomfort in conversing with an avatar in public settings, thereby reducing the likelihood of the user stopping the conversation.

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Abstract

Provided are an information processing apparatus and an information processing method for suppressing a user from canceling an interaction. 【Solution means】In an information processing apparatus 1 having a communication unit 11 for transmitting and receiving data to and from an external device such as a terminal via a communication network such as the Internet, a control unit 13 includes: an interaction unit 131 that interacts with a user by causing the terminal to output response information corresponding to interaction information based on the interaction information regarding the interaction received by the terminal from the user; an acquisition unit 132 that acquires situation information indicating the situation around the terminal collected by the terminal during the interaction with the user by the interaction unit 131; and a determination unit 133 that determines whether or not it is a predetermined situation defined in advance as a situation in which it is difficult for the user to interact, based on the acquired situation information. The interaction unit 131 adjusts the output of the response information so that it is difficult for people existing around the terminal to grasp the interaction with the user, based on the determination by the determination unit 133 that it is the predetermined situation.

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Description

Technical Field

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

Background Art

[0002] Conventionally, there has been known a dialogue device that displays an avatar as an interaction agent on a terminal and makes the avatar respond based on the voice uttered by the user to interact with the user (see, for example, Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] When a terminal for displaying an avatar is installed in a place where there is a lot of human traffic, etc., it is difficult to have a conversation because the user may feel embarrassed to talk to the avatar, etc., and there has been a problem that the user stops the conversation.

[0005] Therefore, the present invention has been made in view of these points, and an object thereof is to suppress the user from stopping the conversation.

Means for Solving the Problems

[0006] An information processing apparatus according to a first aspect of the present invention includes: a dialogue unit that conducts a dialogue with a user by causing a terminal to output response information corresponding to dialogue information regarding a dialogue received from the user by the terminal; an acquisition unit that acquires situation information indicating the situation around the terminal collected by the terminal during the dialogue between the dialogue unit and the user; and a determination unit that determines whether or not it is a predetermined situation defined in advance as a situation in which the user has difficulty in having a dialogue, based on the situation information acquired by the acquisition unit. The dialogue unit adjusts the output of the response information so that it is difficult for people existing around the terminal to grasp the dialogue with the user, based on the determination by the determination unit that it is the predetermined situation.

[0007] The dialogue information is sound information collected by the terminal. The dialogue unit analyzes the voice of the user included in the sound information collected by the terminal, and starts a dialogue with the user by causing the terminal to output a response voice to the voice of the user as the response information, and based on the determination by the determination unit that it is the predetermined situation, the dialogue method may be switched from the voice dialogue method to a selection dialogue method in which one or more answer candidates are displayed on a display unit of the terminal and an answer is received from the user to conduct a dialogue with the user.

[0008] The dialogue unit starts a dialogue with the user by the voice dialogue method, and based on the determination by the determination unit that it is the predetermined situation, reduces the volume of the response voice, and based on the further determination by the determination unit that it is the predetermined situation after reducing the volume of the response voice, the dialogue method may be switched from the voice dialogue method to the selection dialogue method.

[0009] The dialogue unit starts a dialogue with the user by the voice dialogue method, and based on the determination by the determination unit that it is the predetermined situation, switches the dialogue method from the voice dialogue method to the selection dialogue method, and based on the determination by the determination unit that it is not the predetermined situation after switching the dialogue method, the dialogue method may be switched from the selection dialogue method to the voice dialogue method.

[0010] The dialogue unit starts a dialogue with the user by the voice dialogue method, switches the dialogue method from the voice dialogue method to the selected dialogue method based on the determination by the determination unit that it is the predetermined situation, and after displaying candidates for the answer on the display unit of the terminal, if no answer is received for a predetermined time, the reason why the user does not answer may be asked of the user.

[0011] The dialogue information is sound information collected by the terminal, the predetermined situation is a situation where the user is concerned about the presence of other users around the terminal, and the dialogue unit analyzes the voice of the user included in the sound information collected by the terminal and outputs a response voice to the voice of the user to the terminal, thereby starting a dialogue with the user by a voice dialogue method, and based on the determination by the determination unit that it is the predetermined situation, the volume of the response voice may be reduced.

[0012] The acquisition unit acquires, as the situation information, sound information including the sound around the terminal collected by the terminal, and the determination unit may determine that it is the predetermined situation when the ambient sound indicated by the sound information includes the voices of a plurality of people.

[0013] The acquisition unit acquires, as the situation information, sound information including the voice of the user collected by the terminal, and the determination unit may determine that it is the predetermined situation when the voice of the user indicated by the sound information is decreasing over time.

[0014] The acquisition unit acquires, as the situation information, sound information including the voice of the user collected by the terminal, and the determination unit analyzes the voice of the user indicated by the sound information, and may determine that it is the predetermined situation when the voice of the user includes words indicating a predetermined hesitation.

[0015] The acquisition unit acquires, as the situation information, video information indicating a video of the surroundings of the terminal imaged by the terminal, and the determination unit determines whether a person different from the user is a person related to the user when the user and a person different from the user are shown in the video indicated by the video information. When it is determined that the person different from the user is not a person related to the user, it may be determined that the situation is the predetermined situation.

[0016] When a plurality of persons different from the user are shown in the video indicated by the video information, the determination unit may determine that the plurality of persons different from the user are not persons related to the user when the plurality of persons different from the user are not talking to each other or not facing each other. The determination unit may determine whether a person different from the user is a person related to the user based on the position of the user and the position of the person different from the user in the video indicated by the video information.

[0017] An information processing method according to a second aspect of the present invention includes: a step of causing a computer to perform a dialogue with a user by outputting response information corresponding to dialogue information regarding a dialogue received from the user by a terminal based on the dialogue information; a step of acquiring situation information indicating the situation around the terminal collected by the terminal during the dialogue with the user; a step of determining whether the situation is a predetermined situation determined in advance as a situation in which it is difficult for the user to have a dialogue based on the acquired situation information; and a step of adjusting the output of the response information so that it becomes difficult for a person existing around the terminal to grasp the dialogue with the user based on the determination that the situation is the predetermined situation.

Brief Description of Drawings

[0018]

Figure 1

Figure 2

Figure 3

Figure 4

Best Mode for Carrying Out the Invention

[0019] [Overview of Information Processing Apparatus 1] FIG. 1 is a diagram showing an overview of an information processing apparatus 1. The information processing apparatus 1 is, for example, a computer that displays a person who interacts with a user on a display unit of a terminal 2 installed at a storefront or an office of a store such as a retail store or a financial institution, and outputs the voice of the person to a sound output unit of the terminal, and operates the person to interact with the user. The information processing apparatus 1 is communicably connected to the terminal 2. In the present embodiment, the information processing apparatus 1 and the terminal 2 are different apparatuses, but the present invention is not limited to this, and the information processing apparatus 1 and the terminal 2 may be configured by one apparatus.

[0020] First, the information processing apparatus 1 interacts with the user by outputting response information corresponding to the interaction information to the terminal 2 based on the interaction information regarding the interaction received by the terminal 2 from the user. The interaction with the user is repeatedly performed in response to receiving the interaction information.

[0021] The information processing apparatus 1 acquires situation information indicating the situation around the terminal 2 collected by the terminal 2 during the interaction with the user ((1) in FIG. 1). The information processing apparatus 1 determines whether it is a predetermined situation defined in advance as a situation where it is difficult for the user to interact based on the acquired situation information ((2) in FIG. 1). When it is determined that it is a predetermined situation, the information processing apparatus 1 adjusts the output of the response information so that it is difficult for the people present around the terminal 2 to grasp the interaction with the user ((3) in FIG. 1). By doing so, the information processing apparatus 1 can improve the situation where it is difficult for the user to interact and suppress the user from canceling the interaction.

[0022] [Functional Configuration of Information Processing Apparatus 1] Next, the functions of the information processing apparatus 1 will be described. FIG. 2 is a diagram showing the functional configuration of the information processing apparatus 1. The information processing apparatus 1 includes a communication unit 11, a storage unit 12, and a control unit 13.

[0023] The communication unit 11 is a communication interface for transmitting and receiving data to and from external devices such as the terminal 2 via a communication network such as the Internet. The storage unit 12 is a storage medium for storing various types of data, and includes a ROM (Read Only Memory), a RAM (Random Access Memory), and a hard disk, etc. The storage unit 12 stores the programs executed by the control unit 13. The storage unit 12 stores programs that cause the control unit 13 to function as an interaction unit 131, an acquisition unit 132, and a determination unit 133.

[0024] The control unit 13 is, for example, a CPU (Central Processing Unit). By executing the programs stored in the storage unit 12, the control unit 13 functions as an interaction unit 131, an acquisition unit 132, and a determination unit 133.

[0025] [Interaction method performed by the interaction unit 131] The interaction unit 131 interacts with the user by causing the terminal 2 to output response information corresponding to the interaction information based on the interaction information regarding the interaction received by the terminal 2 from the user. For example, the interaction unit 131 displays a virtual human, which is a virtual character generated using computer graphics, as a person who interacts with the user on the display unit of the terminal 2. Then, in response to the user's answer, the interaction unit 131 outputs the voice of the virtual human to the sound output unit of the terminal, outputs the message of the virtual human to the display unit, or changes the expression of the virtual human, etc., to realize the interaction between the virtual human and the user. The interaction unit 131 interacts with the user by two interaction methods: a voice interaction method and a selection interaction method.

[0026] FIG. 3 is a diagram for explaining the voice dialogue method and the selection dialogue method. First, in order to implement the voice dialogue method, the acquisition unit 132 acquires the sound information collected by the terminal 2 from the terminal 2 as dialogue information. The voice dialogue method is a dialogue method in which the user's voice included in the sound information collected by the terminal 2 is analyzed, and a response voice to the user's voice is output to the terminal 2 as response information, thereby conducting a dialogue with the user. In the voice dialogue method, as shown in FIG. 3(a), a virtual human is displayed on the display unit of the terminal 2, a response voice is output from the terminal 2, and the display is controlled so that the virtual human speaks the response voice.

[0027] The selection dialogue method is a dialogue method in which one or more answer candidates are displayed as response information on the display unit of the terminal 2, and an answer from the user is received as dialogue information through an operation unit such as a touch panel or buttons arranged superimposed on the display unit of the terminal 2, thereby conducting a dialogue with the user. In the selection dialogue method, as shown in FIG. 3(b), a virtual human is displayed on the display unit of the terminal 2, and one or more answer candidates are displayed as response information on the display unit of the terminal 2. Note that the response voice in the voice dialogue method and the response information in the selection dialogue method may be generated, for example, by using a generation AI (Artificial Intelligence).

[0028] [Determination of Whether It Is a Difficult-to-Dialogue Situation] The acquisition unit 132 and the determination unit 133 cooperate to determine whether, when the user is having a dialogue with the virtual human, it is a predetermined situation defined in advance as a difficult-to-dialogue situation for the user.

[0029] First, the acquisition unit 132 acquires situation information indicating the situation around the terminal 2 collected by the terminal 2 during the dialogue between the virtual human and the user by the dialogue unit 131. For example, the acquisition unit 132 acquires, as situation information, sound information including the user's voice and the sounds around the terminal 2 collected by the terminal 2 during the dialogue with the user by the dialogue unit 131. In addition, the acquisition unit 132 acquires, as situation information, video information indicating the video around the terminal 2 captured by an imaging device that images the surroundings of the terminal 2 provided in the terminal 2.

[0030] Based on the situation information acquired by the acquisition unit 132, the determination unit 133 determines whether the situation of the user is a predetermined situation defined in advance as a situation where it is difficult for the user to have a dialogue. The predetermined situation is, for example, a situation where it is difficult for the user to have a dialogue because the user is concerned about the presence of other users around the terminal 2 or is ashamed to speak out and have a dialogue with the virtual human.

[0031] For example, the determination unit 133 analyzes the sound information acquired by the acquisition unit 132 as situation information, and identifies the user's voice and the surrounding sounds that are different from the user's voice. When the surrounding sounds included in the sound information include the voices of a plurality of people, the determination unit 133 determines that it is a predetermined situation. In addition, when the user's voice indicated by the sound information becomes smaller over time, the determination unit 133 determines that it is a predetermined situation.

[0032] In addition, when the determination unit 133 analyzes the user's voice indicated by the sound information and the user's voice includes words indicating a specific hesitation, such as "um", "ah", or "excuse me", which are predetermined, the determination unit 133 determines that it is a predetermined situation.

[0033] In addition, when the determination unit 133 analyzes the video indicated by the video information acquired by the acquisition unit 132 as situation information and a person who is not a relative of the user appears in the video, the determination unit 133 determines that it is a predetermined situation. For example, the determination unit 133 determines whether a user and a person different from the user appear in the video indicated by the video information acquired by the acquisition unit 132.

[0034] When the determination unit 133 determines that the video shows both the user and a person different from the user, it determines whether the different person is a relative of the user. The determination unit 133 determines whether a person who is not a relative of the user is shown in the video based on the state of the different person shown in the video.

[0035] For example, when a plurality of persons different from the user are shown in the video information acquired by the acquisition unit 132, the determination unit 133 analyzes the video information and determines whether the plurality of different persons are not talking to each other or not facing each other. When the determination unit 133 determines that the plurality of different persons are not talking to each other or not facing each other, it determines that the plurality of different persons are not relatives of the user and determines that a person who is not a relative of the user is shown in the video.

[0036] Also, when the determination unit 133 determines that the plurality of different persons are not talking to each other or not facing each other, it determines that the plurality of different persons are not relatives of the user, but this is not the only case. The determination unit 133 may determine whether the different person is a relative of the user based on the position of the user and the position of the different person in the video indicated by the video information acquired by the acquisition unit 132.

[0037] For example, when the positions of all the different persons shown in the video are positions beside the position of the user, the determination unit 133 determines that the different person is a relative of the user and determines that a person who is not a relative of the user is not shown in the video. Also, when the positions of all the different persons are not positions beside the position of the user, the determination unit 133 determines that a person who is not a relative of the user is shown in the video. By doing so, the information processing apparatus 1 can determine that the situation around the terminal 2 is a predetermined situation when, for example, a user different from the user is lined up behind the user or moving behind the user to use the terminal 2.

[0038] In the above description, the determination unit 133 determines whether the user's situation is a predetermined situation based on each of the sound information and video information acquired by the acquisition unit 132. However, it is not limited to this. The determination unit 133 may determine whether it is a predetermined situation based on the sound information and video information acquired by the acquisition unit 132. For example, the determination unit 133 may calculate a score indicating the probability of a predetermined situation based on each of the sound information and video information acquired by the acquisition unit 132, and determine that it is a predetermined situation when the sum of the calculated scores exceeds a predetermined threshold value.

[0039] [Adjustment of Output of Response Information] The dialogue unit 131 adjusts the output of the response information based on whether the user's dialogue situation is a predetermined situation. The dialogue unit 131 adjusts the output of the response information so that it is difficult for people existing around the terminal 2 to grasp the dialogue between the virtual human and the user based on the determination by the determination unit 133 that the user's dialogue situation is a predetermined situation.

[0040] For example, first, the dialogue unit 131 starts a dialogue with the user by the voice dialogue method. Then, the dialogue unit 131 switches the dialogue method from the voice dialogue method to the selection dialogue method based on the determination by the determination unit 133 that the user's dialogue situation is a predetermined situation.

[0041] Specifically, the dialogue unit 131 reduces the volume of the response voice based on the determination by the determination unit 133 that the user's dialogue situation is a predetermined situation. The dialogue unit 131 may accept a selection from the user as to whether to reduce the volume of the response voice, and reduce the volume of the response voice in response to accepting a selection to reduce the volume of the response voice.

[0042] Then, based on the further determination by the determination unit 133 that the user's conversation situation is a predetermined situation after reducing the volume of the response voice, the conversation unit 131 switches the conversation method from the voice conversation method to the selection conversation method. For example, the conversation unit 131 switches the conversation method from the voice conversation method to the selection conversation method based on the further determination by the determination unit 133 that the user's conversation situation is a predetermined situation after a predetermined time has elapsed since the volume of the response voice was reduced. Here, the conversation unit 131 may accept a selection of whether to switch the conversation method from the voice conversation method to the selection conversation method, and switch the conversation method from the voice conversation method to the selection conversation method in response to accepting the switching of the conversation method.

[0043] After switching the conversation method from the voice conversation method to the selection conversation method, the conversation unit 131 switches the conversation method from the selection conversation method to the voice conversation method based on the determination by the determination unit 133 that the user's conversation situation is not a predetermined situation. The conversation unit 131 may automatically switch the conversation method from the selection conversation method to the voice conversation method, or may accept a selection of whether to switch the conversation method from the selection conversation method to the voice conversation method, and switch the conversation method from the selection conversation method to the voice conversation method in response to accepting the selection of switching the conversation method. The voice conversation method has a higher degree of freedom in conversation compared to the selection conversation method, and it is easier to have a conversation with the user. Therefore, the information processing apparatus 1 can make it easier for the user to have a conversation by returning the conversation method to the voice conversation method when the situation is not a predetermined situation.

[0044] In addition, when the dialogue unit 131 switches the dialogue method from the voice dialogue method to the selection dialogue method and displays answer candidates on the display unit of the terminal 2, and then does not receive an answer for a predetermined time, the dialogue unit 131 may ask the user the reason why the user does not answer. For example, when the dialogue unit 131 does not receive an answer for a predetermined time, the dialogue unit 131 may ask whether the reason why the user does not answer is due to the lack of good options and difficulty in answering. Then, when the user answers that there are no good options and it is difficult to answer, the dialogue unit 131 receives a selection on whether to switch the dialogue method from the selection dialogue method to the voice dialogue method, and in response to receiving the selection to switch the dialogue method, the dialogue unit 131 may switch the dialogue method from the selection dialogue method to the voice dialogue method.

[0045] [Flowchart] Subsequently, the processing flow of the information processing apparatus 1 will be described. FIG. 4 is a flowchart showing the processing flow in the information processing apparatus 1. Although not shown in this flowchart, it is assumed that the acquisition unit 132 acquires the situation information including the voice information collected by the terminal 2 at any time.

[0046] First, in response to receiving an operation to start a dialogue on the terminal 2, the dialogue unit 131 starts a voice dialogue with the user of the terminal 2 (S1). Here, when the dialogue unit 131 receives an operation to start a dialogue on the terminal 2, it starts the dialogue, but it is not limited to this. For example, a virtual human may be displayed on the display unit of the terminal 2, and when it is detected that the user has spoken to the virtual human, the dialogue may be started. Subsequently, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S2). When the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S2), the processing according to this flowchart ends, and when the control unit 13 determines that the dialogue by the dialogue unit 131 has not ended (NO in S2), the processing proceeds to S3.

[0047] Subsequently, the determination unit 133 determines whether the user's situation is a predetermined situation (S3). When the determination unit 133 determines that the user's situation is a predetermined situation (YES in S3), it transfers the process to S4. When it determines that the user's situation is not a predetermined situation (NO in S3), it transfers the process to S2.

[0048] Subsequently, the dialogue unit 131 adjusts the volume of the response voice downward (S4). Subsequently, the determination unit 133 waits for a predetermined time for the determination of the user's situation (S5). Subsequently, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S6). When the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S6), it ends the process according to this flowchart. When it determines that the dialogue by the dialogue unit 131 has not ended (NO in S6), it transfers the process to S7.

[0049] Subsequently, the determination unit 133 determines whether the user's situation is a predetermined situation (S7). When the determination unit 133 determines that the user's situation is a predetermined situation (YES in S7), it transfers the process to S8. When it determines that the user's situation is not a predetermined situation (NO in S7), it transfers the process to S6.

[0050] Subsequently, the dialogue unit 131 switches the dialogue method from the voice dialogue method to the selection dialogue method (S8). Subsequently, the determination unit 133 waits for a predetermined time for the determination of the user's situation (S9). Subsequently, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S10). When the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S10), it ends the process according to this flowchart. When it determines that the dialogue by the dialogue unit 131 has not ended (NO in S10), it transfers the process to S11.

[0051] Subsequently, the determination unit 133 determines whether the user's situation is a predetermined situation (S11). If the determination unit 133 determines that the user's situation is a predetermined situation (YES in S11), the process proceeds to S10. If the determination unit 133 determines that the user's situation is not a predetermined situation (NO in S11), the process proceeds to S12. Subsequently, the dialogue unit 131 switches the dialogue method from the selection dialogue method to the voice dialogue method and returns the volume of the response voice to its original level (S12), and the process proceeds to S2. By repeating the processes from S2 to S12, the response information output in the dialogue between the dialogue unit 131 and the user is adjusted.

[0052] [Modification Example] In the above-described embodiment, the predetermined situation previously defined as a situation where it is difficult for the user to engage in dialogue is, for example, a situation where it is difficult for the user to engage in dialogue because the user is concerned about the presence of other users around the terminal 2. However, it is not limited to this. The predetermined situation may be a situation where it is difficult for the user to engage in dialogue because the surroundings of the terminal 2 are noisy.

[0053] In this case, the determination unit 133 analyzes the sound information acquired by the acquisition unit 132 as situation information and identifies the user's voice and the ambient sound, which is a sound different from the user's voice. If the volume of the ambient sound included in the sound information is equal to or greater than a predetermined volume, the determination unit 133 determines that it is a predetermined situation. When the determination unit 133 determines that it is a predetermined situation because the volume of the ambient sound is equal to or greater than the predetermined volume, the dialogue unit 131 switches the dialogue method from the voice dialogue method to the selection dialogue method without adjusting the sound of the response voice. By doing so, when the surroundings of the terminal 2 are noisy, the information processing apparatus 1 can quickly switch the dialogue method to the selection dialogue method.

[0054] [Effect of the Information Processing Apparatus 1] As described above, based on the determination that the information processing apparatus 1 according to the present embodiment is in a predetermined situation that is a situation in which it is difficult for the user to interact during the interaction with the user by the interaction unit 131, the information processing apparatus 1 adjusts the output of the response information by the interaction unit 131 so that it is difficult for people existing around the terminal 2 to grasp the interaction between the user and the user. By doing so, the information processing apparatus 1 can suppress the user from canceling the interaction.

[0055] In addition, according to the present invention, it becomes possible to contribute to Goal 9, "Build the infrastructure for industry and technological innovation," of the Sustainable Development Goals (SDGs) led by the United Nations.

[0056] As described above, the present invention has been described using the embodiments. However, 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 thereof. For example, all or part of the device can be configured by functionally or physically dispersing and integrating it in an arbitrary unit. In addition, new embodiments generated by an arbitrary combination of a plurality of embodiments are also included in the embodiments of the present invention. The effects of the new embodiments generated by the combination have the effects of the original embodiments combined.

Description of Reference Numerals

[0057] 1 Information processing apparatus 2 Terminal 11 Communication unit 12 Storage unit 13 Control unit 131 Interaction unit 132 Acquisition unit 133 Determination unit

Claims

1. a dialogue unit that causes a terminal to output response information corresponding to dialogue information on the basis of dialogue information on the dialogue received from the user, thereby engaging in a dialogue with the user; an acquisition unit that acquires situation information indicating a situation around the terminal collected by the terminal during a dialogue between the dialogue unit and the user; a determination unit that determines whether or not the situation is a predetermined situation that is determined in advance as a situation in which it is difficult for the user to have a conversation, based on the situation information acquired by the acquisition unit; having the dialogue unit analyzes the user's voice included in sound information collected by the terminal as the dialogue information, starts a dialogue with the user by a voice dialogue method in which a response voice to the user's voice is output from the terminal as the response information, and based on the determination unit's determination that the situation is the specified situation, reduces the volume of the response voice, and based on the determination unit's further determination that the situation is the specified situation after reducing the volume of the response voice, switches the dialogue method from the voice dialogue method to a selection dialogue method in which one or more answer candidates are displayed on a display unit of the terminal and an answer is received from the user, thereby adjusting the output of the response information so that it is difficult for people around the terminal to understand the dialogue with the user. Information processing device.

2. a dialogue unit that causes a terminal to output response information corresponding to dialogue information on the basis of dialogue information on the dialogue received from the user, thereby engaging in a dialogue with the user; an acquisition unit that acquires situation information indicating a situation around the terminal collected by the terminal during a dialogue between the dialogue unit and the user; a determination unit that determines whether or not the situation is a predetermined situation that is determined in advance as a situation in which it is difficult for the user to have a conversation, based on the situation information acquired by the acquisition unit; having the dialogue unit analyzes the user's voice included in sound information collected by the terminal as the dialogue information, and starts a dialogue with the user by a voice dialogue method in which a response voice to the user's voice is output to the terminal as the response information, and based on the determination unit's determination that the situation is the specified situation, switches the dialogue method from the voice dialogue method to a selection dialogue method in which one or more answer candidates are displayed on a display unit of the terminal and an answer is received from the user, thereby adjusting the output of the response information so that it is difficult for people around the terminal to understand the dialogue with the user, and based on the determination unit's determination that the situation is not the specified situation after switching the dialogue method, switches the dialogue method from the selection dialogue method to the voice dialogue method. Information processing device.

3. The dialogue unit, in a state in which the dialogue method can be switched from the selective dialogue method to the voice dialogue method based on a determination result by the determination unit, accepts a selection of whether or not to switch the dialogue method from the selective dialogue method to the voice dialogue method, and switches the dialogue method from the selective dialogue method to the voice dialogue method in response to accepting the selection to switch the dialogue method.