Information Processing Apparatus and Information Processing Method

Abstract

Provided are an information processing apparatus and an information processing method for suppressing a user from aborting an interaction. 【Solution means】An information processing apparatus 1 communicably connected to a plurality of terminals analyzes the voice of a user using the terminal based on voice information collected by the terminal, and outputs a response voice to the voice of the user to the terminal, thereby interacting with the user. A dialogue unit 131, 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 dialogue unit 131, and based on the situation information acquired by the acquisition unit 132, a first 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, and based on the determination by the first determination unit 133 that it is a predetermined situation, a presentation unit 134 that presents to the user that it is possible to continue the interaction by using a second terminal different from the first terminal at a location different from the first terminal.

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 an interactive device that displays an avatar as an interactive 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 with a lot of human traffic, etc., it is difficult to have a conversation because the user may feel ashamed to talk to the avatar or may not want others to know the content of the conversation, 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] The information processing apparatus according to the first aspect of the present invention analyzes the voice of a user who uses the terminal based on the sound information collected by the terminal, and outputs a response voice to the voice of the user to the terminal, thereby interacting with the user. A dialogue unit, 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 based on the situation information acquired by the acquisition unit, a first determination unit that determines whether or not it is a predetermined situation defined in advance as a situation where it is difficult for the user to interact, and based on the determination by the first determination unit that it is the predetermined situation, a presentation unit that presents to the user that the dialogue can be continued by using another terminal different from the terminal at a location different from the terminal.

[0007] When the other terminal collects sound information, the information processing apparatus further includes a second determination unit that determines whether or not the user using the terminal and the user using the other terminal are the same user based on the sound information collected by the terminal and the sound information collected from the other terminal. Based on the determination by the second determination unit that the user using the terminal and the user using the other terminal are the same user, the dialogue unit may continue the content of the dialogue being performed on the terminal and conduct a dialogue with the user of the other terminal.

[0008] The second determination unit may determine whether or not the user using the terminal and the user using the other terminal are the same user based on the voice characteristics indicated by the sound information collected by the terminal and the voice characteristics indicated by the sound information collected from the other terminal.

[0009] The prompting unit stores in the storage unit by associating the content of the dialogue with the user by the dialogue unit and identification information for identifying the content of the dialogue, and prompts the user that the continuation of the dialogue is possible by using the other terminal, and causes the display unit of the terminal to display the identification information. The dialogue unit may continue the dialogue with the user of the other terminal by taking over the content of the dialogue stored in the storage unit in association with the identification information received from the other terminal.

[0010] The other terminal is a mobile terminal possessed by the user. The prompting unit stores in the storage unit by associating the content of the dialogue with the user by the dialogue unit and identification information for identifying the content of the dialogue, and prompts the user that the continuation of the dialogue is possible by using the mobile terminal, and causes the display unit of the terminal to display dialogue continuation information including the identification information and being for the mobile terminal to request continuation of the dialogue and being readable by the mobile terminal. The dialogue unit may receive the identification information from the mobile terminal that has read the dialogue continuation information, and continue the dialogue with the user of the mobile terminal by taking over the content of the dialogue being carried out on the terminal based on the received identification information.

[0011] The acquisition unit acquires the sound information collected by the terminal as situation information, and the first determination unit may specify the content of the user's dialogue based on the sound information acquired by the acquisition unit, and determine whether it is the predetermined situation based on the specified content of the dialogue.

[0012] The first determination unit may determine that it is the predetermined situation when the specified content of the dialogue is related to the user's money or illness.

[0013] The acquisition unit acquires the sound information collected by the terminal as situation information, and the first determination unit may determine that it is the predetermined situation when the ambient sound indicated by the sound information acquired by the acquisition unit includes the voices of a plurality of people.

[0014] The acquisition unit acquires the sound information collected by the terminal as situation information, and the first determination unit may determine that it is the predetermined situation when the voice of the user indicated by the sound information acquired by the acquisition unit becomes smaller over time.

[0015] The acquisition unit acquires the sound information collected by the terminal as situation information, and the first determination unit analyzes the voice of the user indicated by the sound information acquired by the acquisition unit, and may determine that it is the predetermined situation when the voice of the user includes words indicating a predetermined specific hesitation.

[0016] The acquisition unit acquires video information indicating the video around the terminal captured by the terminal as the situation information, and the first determination unit determines whether a person different from the user appears in the video indicated by the video information. When it is determined that the different person is not a relative of the user, it may be determined that it is the predetermined situation.

[0017] When a plurality of people different from the user appear in the video indicated by the video information, the first determination unit may determine that the plurality of different people are not relatives of the user when the plurality of different people are not talking to each other or not facing each other. The first determination unit may determine whether a person different from the user is a relative of the user based on the positions of the user and the different person in the video indicated by the video information.

[0018] The information processing method according to the second aspect of the present invention includes steps for a computer to analyze the voice of a user who uses the terminal based on voice information collected by the terminal, and output a response voice to the voice of the user to the terminal to interact with the user, obtain situation information indicating the situation around the terminal collected by the terminal during the interaction with the user, determine based on the obtained situation information whether it is a predetermined situation defined in advance as a situation where it is difficult for the user to interact, and based on the determination that it is the predetermined situation, present to the user that the interaction can be continued by using another terminal different from the terminal at a location different from the terminal.

Effect of the Invention

[0019] According to the present invention, there is an effect that it is possible to suppress the user from aborting the interaction.

Brief Description of the Drawings

[0020]

Figure 1

Figure 2

Figure 3

Figure 4

Embodiment for Carrying Out the Invention

[0021] [Overview of Information Processing Apparatus 1] FIG. 1 is a diagram showing an overview of the 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 first terminal 2 installed at a storefront or an office of a store such as a retail store or a financial institution, or at a place different from the first terminal 2, and outputs the voice of the person to a sound output unit of these terminals, and operates the person to interact with the user. The information processing apparatus 1 is communicably connected to the first terminal 2 and the second terminal 3.

[0022] The first terminal 2 is a computer such as a personal computer or a tablet that can be first used by a user who visits a store or an office. The second terminal 3 is a computer such as a personal computer or a tablet installed at a location different from the first terminal 2. The second terminal 3 is provided, for example, in a private room or a booth where people do not pass around compared to the location where the first terminal 2 is installed. Note that the second terminal 3 is assumed to be a terminal provided by a store or an office, but is not limited thereto, and may be a mobile terminal such as a smartphone owned by a user.

[0023] First, the information processing apparatus 1 interacts with the user by outputting response information corresponding to the dialogue information to the first terminal 2 based on the dialogue information regarding the dialogue received by the first terminal 2 from the user. The interaction with the user is repeated in response to receiving the dialogue information.

[0024] The information processing apparatus 1 acquires situation information indicating the situation around the first terminal 2 collected by the first 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 presents utilization guidance information indicating that the interaction can be continued by using the second terminal 3 as another terminal at a location different from the first terminal 2 to the first terminal 2 ((3) in FIG. 1).

[0025] As a result, the user can move to the location where the second terminal 3 is installed and, by using the second terminal 3, continue the conversation that was being conducted using the first terminal 2. By doing so, the information processing apparatus 1 can suppress the user from canceling the conversation on the grounds that it is difficult for the user to have a conversation.

[0026] [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.

[0027] The communication unit 11 is a communication interface for transmitting and receiving data to and from external devices such as the first terminal 2 and the second terminal 3 via a communication network such as the Internet or a mobile phone line. The storage unit 12 is a storage medium that stores 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 programs executed by the control unit 13. The storage unit 12 stores programs that cause the control unit 13 to function as a dialogue unit 131, an acquisition unit 132, a first determination unit 133, a presentation unit 134, and a second determination unit 135.

[0028] The control unit 13 is, for example, a CPU (Central Processing Unit). The control unit 13 functions as a dialogue unit 131, an acquisition unit 132, a first determination unit 133, a presentation unit 134, and a second determination unit 135 by executing programs stored in the storage unit 12.

[0029] [Dialogue Method Performed by Dialogue Unit 131] The dialogue unit 131 conducts a dialogue with the user by causing the first terminal 2 or the second terminal 3 to output response information corresponding to the dialogue information based on the dialogue information regarding the dialogue received from the user. In the following description, when the first terminal 2 and the second terminal 3 are not distinguished, the first terminal 2 and the second terminal 3 are simply referred to as terminals.

[0030] The dialogue unit 131 causes, for example, a virtual human, which is a virtual character generated using computer graphics, to be displayed on the display unit of the terminal as a person who interacts with the user. Then, according to the response from the user, the dialogue unit 131 causes the voice of the virtual human to be output from the sound output unit of the terminal, causes the message of the virtual human to be output on the display unit of the terminal, or changes the expression of the virtual human, thereby realizing the dialogue between the virtual human and the user.

[0031] In the present embodiment, the dialogue unit 131 interacts with the user by, for example, a voice dialogue method. FIG. 3 is a diagram for explaining the voice dialogue method. First, in order to implement the voice dialogue method, the acquisition unit 132 acquires, from the terminal, the sound information collected by the terminal as dialogue information.

[0032] The voice dialogue method is a dialogue method in which the voice of the user included in the sound information collected by the terminal is analyzed, and a response voice to the voice of the user is output to the terminal as response information, thereby interacting with the user. In the voice dialogue method, as shown in FIG. 3, the virtual human is displayed on the display unit of the terminal, the response voice is output from the terminal, and the display is controlled so that the virtual human speaks the response voice.

[0033] Note that in the present embodiment, the dialogue unit 131 interacts with the user by the voice dialogue method, but it is not limited to this. The dialogue unit 131 may interact with the user by a selection dialogue method in which one or more answer candidates are displayed as response information on the display unit of the first terminal 2, and the answer from the user is received as dialogue information via an operation unit such as a touch panel or a button arranged to overlap the display unit of the first 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 generative AI (Artificial Intelligence).

[0034] In addition, in order to enable the acquisition unit 132 to identify whether the terminal is the first terminal 2 or the second terminal 3, the acquisition unit 132 acquires terminal type information indicating whether the terminal is the first terminal 2 or the second terminal 3.

[0035] [Determination of whether it is a situation where it is difficult to interact] The acquisition unit 132 and the first determination unit 133 cooperate to determine whether, when the user is interacting with the virtual human, it is a predetermined situation defined in advance as a situation where it is difficult for the user to interact.

[0036] First, the acquisition unit 132 acquires situation information indicating the situation around the first terminal 2 collected by the first terminal 2 during the interaction between the virtual human and the user by the interaction unit 131. For example, the acquisition unit 132 acquires, as situation information, sound information including the user's voice and the sounds around the first terminal 2 that the first terminal 2 has collected during the interaction with the user by the interaction unit 131. In addition, the acquisition unit 132 acquires, as situation information, video information indicating the video around the first terminal 2 captured by an imaging device that images the surroundings of the first terminal 2 provided in the first terminal 2.

[0037] Based on the situation information acquired by the acquisition unit 132, the first 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 interact. The predetermined situation is, for example, a situation where it is difficult to interact because the user is concerned about the presence of other users around the first terminal 2 or is ashamed to speak out and interact with the virtual human.

[0038] When the type of the terminal indicated by the terminal type information acquired by the acquisition unit 132 indicates the first terminal 2, the first determination unit 133 determines whether the situation of the user is a predetermined situation. Note that the first determination unit 133 may determine whether the situation of the user is a predetermined situation regardless of whether the terminal used by the user is the first terminal 2 or the second terminal 3.

[0039] The first determination unit 133 identifies the content of the user's conversation based on the sound information acquired by the acquisition unit 132, and determines whether it is a predetermined situation based on the identified conversation content. For example, the first 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 sound that is different from the user's voice. The first determination unit 133 identifies the content of the user's conversation by analyzing the user's voice identified from the sound information. When the content of the conversation identified from the user's voice is related to the user's money or illness, the first determination unit 133 determines that it is a predetermined situation. For example, the content of the conversation related to money is consultation on financing such as loans and the user's asset management. The content related to illness is consultation on medical treatment such as the treatment of the user or the user's relatives and consultation on insurance. For example, keywords related to money or illness are stored in the storage unit 12 in advance. Then, when the keyword stored in the storage unit 12 is included in the text information indicating the content of the conversation identified from the user's voice, the first determination unit 133 determines that it is a predetermined situation.

[0040] In addition, when the surrounding sound included in the sound information contains the voices of a plurality of people, the first determination unit 133 determines that it is a predetermined situation. Also, when the voice of the user indicated by the sound information becomes smaller over time, the first determination unit 133 determines that it is a predetermined situation.

[0041] In addition, when the first determination unit 133 analyzes the voice of the user indicated by the sound information and the user's voice contains words indicating a specific hesitation such as "um", "ah", or "excuse me" determined in advance, the first determination unit 133 determines that it is a predetermined situation.

[0042] In addition, when the first determination unit 133 analyzes the video shown in 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 first determination unit 133 determines that it is a predetermined situation. For example, the first determination unit 133 determines whether the video shown in the video information acquired by the acquisition unit 132 shows the user and a person different from the user.

[0043] Then, when the first 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 person related to the user. The first determination unit 133 determines whether a person who is not a person related to the user is shown in the video based on the state of the different person shown in the video.

[0044] For example, when a plurality of persons different from the user are shown in the video information acquired by the acquisition unit 132, the first 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 first 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 persons related to the user, and determines that a person who is not a person related to the user is shown in the video.

[0045] Also, when the first 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 persons related to the user, but it is not limited to this. The first determination unit 133 may determine whether the different person is a person related to 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.

[0046] For example, when the positions of all the different persons shown in the video are positions beside the position of the user, the first determination unit 133 determines that the different person is a person related to the user, and determines that a person who is not a person related to 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 first determination unit 133 determines that a person who is not a person related to the user is shown in the video. By doing so, the information processing apparatus 1 can determine that the situation around the first 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 in order to use the first terminal 2.

[0047] In the above description, the first 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, the present invention is not limited to this. The first 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 first 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.

[0048] Note that the predetermined situation defined in advance as a situation where it is difficult for the user to interact is, for example, a situation where it is difficult for the user to interact because the user is concerned about the presence of other users around the first terminal 2. However, the present invention is not limited to this. The predetermined situation may be a situation where it is difficult for the user to interact because the surroundings of the first terminal 2 are noisy. The first determination unit 133 may determine that it is a predetermined situation when the volume of the ambient sound included in the sound information is equal to or greater than a predetermined volume.

[0049] [Continuation of Interaction Using Another Terminal] Based on the determination by the first determination unit 133 that it is a predetermined situation, the presentation unit 134 presents to the user that it is possible to continue the interaction by using a second terminal 3 as another terminal different from the first terminal 2 at a location different from the first terminal 2.

[0050] For example, when the first determination unit 133 determines that it is a predetermined situation, the presentation unit 134 causes the first terminal 2 to display usage guidance information indicating that it is possible to continue the interaction with the virtual human by using the second terminal 3 arranged at a location different from the first terminal 2, thereby presenting to the user that it is possible to continue the interaction. The usage guidance information includes, for example, information indicating the installation location of the second terminal 3.

[0051] In this case, in response to the first determination unit 133 determining that it is a predetermined situation, the dialogue unit 131 may inquire of the user whether it is difficult for the user to engage in dialogue at the location of the first terminal 2. Then, in response to the dialogue unit 131 receiving a response indicating that it is difficult for the user to engage in dialogue, the presentation unit 134 may present the usage guidance information to the first terminal 2, thereby presenting to the user that it is possible to continue the dialogue by using the second terminal 3. As a result, the user can move to the private room or booth where the second terminal 3 is installed and engage in dialogue using the second terminal 3.

[0052] At the start of the dialogue by the dialogue unit 131, the second determination unit 135 identifies whether the terminal at which the dialogue is started is the first terminal 2 or the second terminal 3 based on the terminal type information acquired by the acquisition unit 132. When the second determination unit 135 identifies that the dialogue has started on the second terminal 3 as the other terminal, it determines whether the user using the first terminal 2 and the user using the second terminal 3 are the same user. For example, the second determination unit determines whether the user using the first terminal 2 and the user using the second terminal 3 are the same user based on the characteristics of the voice indicated by the voice information collected by the first terminal 2 and the characteristics of the voice indicated by the voice information collected from the second terminal 3.

[0053] In this case, for example, the presentation unit 134 associates the feature information indicating the characteristics of the user's voice included in the voice information acquired from the first terminal 2 with the content of the dialogue between the user and the virtual human and stores it in the storage unit 12. When the acquisition unit 132 acquires voice information indicating the voice collected by the second terminal 3, the second determination unit 135 identifies the characteristics of the user's voice included in the voice information, and when the feature information corresponding to the identified characteristics is stored in the storage unit 12, it determines that the user using the first terminal 2 and the user using the second terminal 3 are the same user.

[0054] Based on the determination by the second determination unit 135 that the user using the first terminal 2 and the user using the second terminal 3 are the same user, the conversation unit 131 identifies the content of the conversation associated with the feature information indicating the voice feature of the user identified by the second determination unit, and identifies it as the content of the conversation being carried out on the first terminal 2. Then, the conversation unit 131 continues the conversation content carried out on the identified first terminal 2 and conducts a conversation with the user of the second terminal 3.

[0055] Note that the second determination unit 135 determines whether the user using the first terminal 2 and the user using the second terminal 3 are the same user based on the voice features indicated by the sound information collected by the first terminal 2 and the voice features indicated by the sound information collected from the second terminal 3, but it is not limited to this.

[0056] The second determination unit 135 may compare the user features reflected in the video information acquired by the acquisition unit 132 from each of the first terminal 2 and the second terminal 3, and determine whether the user using the first terminal 2 and the user using the second terminal 3 are the same user. Also, the second determination unit 135 may determine whether the user using the first terminal 2 and the user using the second terminal 3 are the same user based on the voice features indicated by the sound information collected by the first terminal 2 and the second terminal 3 and the user features indicated by the video information acquired by the first terminal 2 and the second terminal 3. Further, the second determination unit 135 may determine whether the user using the first terminal 2 and the user using the second terminal 3 are the same user based on whether information for identifying the user using the first terminal 2 has been acquired from the second terminal 3.

[0057] In this case, the presentation unit 134 presents to the user that the continuation of the dialogue is possible by using the second terminal 3, and causes the display unit of the second terminal 3 to display dialogue identification information for identifying the content of the dialogue as information for identifying the user who was using the first terminal 2. The dialogue identification information is, for example, a predetermined password or keyword. Further, when presenting the usage guidance information, the presentation unit 134 associates the content of the dialogue with the user by the dialogue unit 131 and stores it in the storage unit 12 in association with the dialogue identification information.

[0058] When the dialogue unit 131 starts a dialogue on the second terminal 3, it accepts a selection of whether to continue the dialogue that has already been conducted between the user and the virtual human. When the dialogue unit 131 accepts a selection to continue the dialogue, it accepts dialogue identification information from the user via the second terminal 3.

[0059] When the second determination unit 135 determines that the dialogue identification information received from the user is stored in the storage unit 12, it determines that the user who was using the first terminal 2 and the user who is using the second terminal 3 are the same user.

[0060] When the dialogue unit 131 determines by the second determination unit 135 that the dialogue identification information received from the user via the second terminal 3 is stored in the storage unit 12 and that the user who was using the first terminal 2 and the user who is using the second terminal 3 are the same user, it continues the dialogue with the user of the terminal by taking over the content of the dialogue associated with the dialogue identification information.

[0061] Further, the presentation unit 134 presents to the user that the continuation of the dialogue is possible by causing the first terminal 2 to display that the continuation of the dialogue is possible by using the user's mobile terminal, and may cause the display unit of the first terminal 2 to display dialogue continuation information that includes the dialogue identification information and is for the mobile terminal to request the continuation of the dialogue and is readable by the mobile terminal.

[0062] Here, the information for continuing the dialogue is the address of the dialogue web page for continuing the dialogue with the virtual human. The address of the dialogue web page is the address of the information processing device 1, and the dialogue identification information is included as a parameter in the address. The presentation unit 134 causes a two-dimensional code such as a QR code (registered trademark) indicating the information for continuing the dialogue to be displayed on the display unit of the first terminal 2.

[0063] When the two-dimensional code is read by the user's mobile terminal and the mobile terminal accesses the dialogue web page, the dialogue unit 131 can start a dialogue using the virtual human via the dialogue web page.

[0064] The dialogue unit 131 receives the dialogue identification information from the mobile terminal as the second terminal 3 that has read the information for continuing the dialogue. For example, when the user's mobile terminal as the second terminal 3 reads the information for continuing the dialogue and accesses the information processing device 1, the dialogue unit 131 receives the dialogue identification information included in the information for continuing the dialogue. Then, based on the received dialogue identification information, the dialogue unit 131 continues the content of the dialogue being carried out on the first terminal 2 and conducts a dialogue with the user of the mobile terminal. By doing so, the user can continue the dialogue with the virtual human being carried out on the first terminal 2 with a simple operation of reading the two-dimensional code.

[0065] [Flowchart] Subsequently, the processing flow of the information processing device 1 will be described. FIG. 4 is a flowchart showing the processing flow in the information processing device 1. The processing of this flowchart is started in response to receiving a dialogue start instruction from the user at the first terminal 2 or the second terminal 3. 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 first terminal 2 or the second terminal 3 at any time.

[0066] First, the second determination unit 135 determines whether the dialogue by the first terminal 2 has started (S1). If the second determination unit 135 determines that the dialogue by the first terminal 2 has started (YES in S1), the process proceeds to S2. If it determines that the dialogue by the first terminal 2 has not started, that is, the dialogue by the second terminal 3 has started (NO in S1), the process proceeds to S6.

[0067] Subsequently, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S2). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S2), the process related to this flowchart ends. If it determines that the dialogue by the dialogue unit 131 has not ended (NO in S2), the process proceeds to S3.

[0068] Subsequently, the first determination unit 133 determines whether the user's situation is a predetermined situation (S3). If the first determination unit 133 determines that the user's situation is a predetermined situation (YES in S3), the process proceeds to S4. If it determines that the user's situation is not a predetermined situation (NO in S3), the process proceeds to S2.

[0069] Subsequently, the presentation unit 134 causes the first terminal 2 to display usage guidance information indicating that the dialogue with the virtual human can be continued by using the second terminal 3 arranged at a location different from the first terminal 2 (S4). Also, the presentation unit 134 associates the feature information indicating the feature of the user's voice included in the sound information acquired from the first terminal 2 with the content of the dialogue between the user and the virtual human and stores it in the storage unit 12 (S5), and the process of this flowchart ends.

[0070] In S6, the second determination unit 135 determines whether the user using the second terminal 3 is the same user as the user of the first terminal 2, that is, whether the user using the second terminal 3 is the same user as the user who used the first terminal 2. If the second determination unit 135 determines that it is the same user as the user who used the first terminal 2 (YES in S6), the process proceeds to S7. If it determines that it is not the same user as the user who used the first terminal 2 (NO in S6), the process proceeds to S8.

[0071] In S7, the dialogue unit 131 identifies the content of the dialogue stored in the storage unit 12, which is associated with the feature information indicating the features of the user's voice identified by the second determination unit, as the content of the dialogue being carried out on the first terminal 2, and continues the dialogue with the user of the second terminal 3 by taking over the content of the dialogue on the identified first terminal 2.

[0072] Subsequently, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S8). When the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S8), it ends the processing according to this flowchart. When the control unit 13 determines that the dialogue by the dialogue unit 131 has not ended (NO in S8), it re-executes S8.

[0073] [Modification Example] In the above-described embodiment, the presentation unit 134 presents to the user that the continuation of the dialogue is possible by using the second terminal 3 when the first determination unit 133 determines that it is a predetermined situation. However, the present invention is not limited to this. When the first determination unit 133 determines that it is a predetermined situation, the presentation unit 134 may output both guidance on continuing the dialogue by using the second terminal 3 and guidance on continuing the dialogue in the selected dialogue method, and receive which of the two dialogue continuation methods to select. Then, when the presentation unit 134 receives the continuation of the dialogue in the selected dialogue method, it may switch the dialogue method from the voice dialogue method to the selected dialogue method.

[0074] Further, the presentation unit 134 may control whether to guide the continuation of the dialogue by using the second terminal 3 or to guide the continuation of the dialogue in the selective dialogue method based on the content of the user's dialogue when the first determination unit 133 determines that it is a predetermined situation. For example, when the content of the user's dialogue when the first determination unit 133 determines that it is a predetermined situation is related to the user's money or illness, the presentation unit 134 guides the continuation of the dialogue by using the second terminal 3, and when the content of the user's dialogue is not related to the user's money or illness, the presentation unit 134 may guide the continuation of the dialogue in the selective dialogue method. By doing so, when the content of the user's dialogue is not related to the user's money or illness and the information related to the user's privacy does not leak to other users, the information processing apparatus 1 can make it easier for the user to continue the dialogue on the first terminal 2.

[0075] [Effect by 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 determined in advance as a situation where it is difficult for the user to have a dialogue when having a dialogue with the user using the first terminal 2, the information processing apparatus 1 presents to the user that the dialogue can be continued by using the second terminal 3 at a location different from the first terminal 2. By doing so, the information processing apparatus 1 can suppress the user from canceling the dialogue.

[0076] Note that the present invention can contribute to Goal 9, "Build the infrastructure for industry and technological innovation," of the Sustainable Development Goals (SDGs) led by the United Nations.

[0077] 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. For example, all or part of the device can be configured by being functionally or physically distributed and integrated in an arbitrary unit. Also, new embodiments generated by any combination of a plurality of embodiments are 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.

Explanation of Reference Numerals

[0078] 1 Information processing apparatus 2 First terminal 3 Second terminal 11 Communication unit 12 Memory unit 13 Control unit 131 Dialogue unit 132 Acquisition unit 133 First determination unit 134 Presentation unit 135 Second determination unit

Claims

1. a dialogue unit that analyzes the voice of a user using the terminal based on sound information collected by the terminal and communicates with the user by causing the terminal to output a response voice to the user's voice; 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 first 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; a presentation unit that presents to the user, based on the first determination unit's determination that the predetermined situation exists, that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal; a second determination unit that, when the other terminal collects sound information, determines whether a user who used the terminal and a user who uses the other terminal are the same user based on the sound information collected by the terminal and the sound information collected from the other terminal; having The dialogue unit, based on the determination by the second determination unit that the user who used the terminal and the user who uses the other terminal are the same user, takes over the content of the dialogue that was being carried out at the terminal and conducts a dialogue with the user of the other terminal. Information processing device.

2. The second determination unit determines whether a user who has used the terminal and a user who is using the other terminal are the same user based on a voice characteristic indicated by the sound information collected by the terminal and a voice characteristic indicated by the sound information collected from the other terminal. The information processing device according to claim 1 .

3. a dialogue unit that analyzes the voice of a user using the terminal based on sound information collected by the terminal and communicates with the user by causing the terminal to output a response voice to the user's voice; 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 first 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; a presentation unit that presents to the user, based on the first determination unit's determination that the predetermined situation exists, that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal; a second determination unit that, when it is determined that a dialogue has started at the other terminal, determines whether a user who has been using the terminal and a user who is using the other terminal are the same user, based on video information acquired from the terminal and video information acquired from the other terminal; having The dialogue unit, based on the determination by the second determination unit that the user who used the terminal and the user who uses the other terminal are the same user, takes over the content of the dialogue that was being carried out at the terminal and conducts a dialogue with the user of the other terminal. Information processing device.

4. the presentation unit causes a content of the dialogue between the dialogue unit and the user to be associated with identification information for identifying the content of the dialogue and to be stored in a storage unit, presents to the user that the dialogue can be continued by using the other terminal, and displays the identification information on a display unit of the terminal; the dialogue unit takes over the content of the dialogue stored in the storage unit in association with the identification information received from the other terminal and dialogues with the user of the other terminal; The information processing device according to claim 1 .

5. the other terminal is a mobile terminal owned by the user, the presentation unit causes a content of the dialogue between the dialogue unit and the user to be associated with identification information for identifying the content of the dialogue and stores the associated content in a storage unit, presents to the user that the dialogue can be continued by using the mobile terminal, and displays, on a display unit of the terminal, dialogue continuation information including the identification information and readable by the mobile terminal for the mobile terminal to request the continuation of the dialogue; the dialogue unit receives the identification information from the mobile terminal that has read the dialogue continuation information, and continues a dialogue with the user of the mobile terminal based on the received identification information, taking over the content of the dialogue that was being carried out on the terminal. The information processing device according to claim 1 .

6. The acquisition unit acquires sound information collected by the terminal as situation information, The first determination unit identifies a content of a dialogue of the user based on the sound information acquired by the acquisition unit, and determines whether or not the predetermined situation exists based on the content of the identified dialogue. The information processing device according to claim 1 .

7. The first determination unit determines that the predetermined situation exists when the content of the identified dialogue is related to money or illness of the user. The information processing device according to claim 6.

8. The acquisition unit acquires sound information collected by the terminal as situation information, The first determination unit determines that the predetermined situation exists when the ambient sound indicated by the sound information acquired by the acquisition unit includes voices of a plurality of people. The information processing device according to claim 1 .

9. The acquisition unit acquires sound information collected by the terminal as situation information, The first determination unit determines that the predetermined situation exists when the voice of the user indicated by the sound information acquired by the acquisition unit is getting quieter over time. The information processing device according to claim 1 .

10. The acquisition unit acquires sound information collected by the terminal as situation information, The first determination unit analyzes a voice of the user indicated by the sound information acquired by the acquisition unit, and determines that the predetermined situation exists when the voice of the user includes a word indicating a predetermined specific hesitation. The information processing device according to claim 1 .

11. The acquisition unit acquires, as the situation information, image information indicating an image of the surroundings of the terminal captured by the terminal; The first determination unit, when the user and a person other than the user are shown in an image indicated by the video information captured by the terminal, determines whether the person other than the user is a person related to the user, and when it is determined that the person other than the user is not a person related to the user, determines that the predetermined situation exists. The information processing device according to claim 1 .

12. The first determination unit, when a plurality of people different from the user are shown in an image represented by the image information captured by the terminal, determines that the plurality of people different from the user are not related to the user when the plurality of people different from the user are not talking to each other or are not face to face. The information processing device according to claim 11.

13. The first determination unit determines whether the different person is a relative of the user based on a position of the user and a position of the different person in a video represented by video information captured by the terminal. The information processing device according to claim 11.

14. The computer executes a step of analyzing a voice of a user using the terminal based on sound information collected by the terminal, and having the terminal output a response voice in response to the user's voice, thereby interacting with the user; acquiring situation information indicating a situation around the terminal collected by the terminal during a dialogue with the user; determining 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 acquired situation information; based on the determination that the predetermined situation exists, presenting to the user that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal; When the other terminal collects sound information, determining whether the user who used the terminal and the user who is using the other terminal are the same user based on the sound information collected by the terminal and the sound information collected from the other terminal; having In the step of interacting, the computer takes over the content of the interaction that was being carried out at the terminal and interacts with the user of the other terminal based on the determination that the user who was using the terminal and the user who is using the other terminal are the same user. Information processing methods.

15. The computer executes a step of analyzing a voice of a user using the terminal based on sound information collected by the terminal, and having the terminal output a response voice in response to the user's voice, thereby interacting with the user; acquiring situation information indicating a situation around the terminal collected by the terminal during a dialogue with the user; determining 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 acquired situation information; based on the determination that the predetermined situation exists, presenting to the user that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal; when it is determined that a dialogue has started at the other terminal, determining whether the user who has been using the terminal and the user who is using the other terminal are the same user based on video information acquired from the terminal and video information acquired from the other terminal; having In the step of interacting, the computer takes over the content of the interaction that was being carried out at the terminal and interacts with the user of the other terminal based on the determination that the user who was using the terminal and the user who is using the other terminal are the same user. Information processing methods.

Images