Information processing apparatus, information processing method, program, and management system

Abstract

To provide an information processing device, etc. capable of appropriately presenting services provided by a facility when a user stays at the facility.SOLUTION: An information processing device 1 includes: a display control unit that displays types of services that can be provided to a user in a display unit of a user interface installed in a room of a facility where the user stays; an acceptance unit that accepts a selection input of the types of the services from the user via the user interface; an acquisition unit that acquires user information on the user staying in the room corresponding to the user interface that has accepted the input; and a determination unit that determines, based on the user information, priority of the plurality of services of the selected types. The display control unit displays the services in the display unit according to the determined priority.SELECTED DRAWING: Figure 1

Description

Technical Field

[0001] The present invention relates to an information processing apparatus, an information processing method, a program, and a management system.

Background Art

[0002] Various systems for managing orders received from users in accommodation facilities, such as hotel room service, have been proposed. For example, in Patent Document 1, a hotel order processing system is disclosed in which a user terminal installed in a hotel guest room receives input of a service order and time from a user, and the order is managed for each time zone so as to be provided within the time set by the user.

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] However, the invention according to Patent Document 1 only manages to provide the service ordered by the user within the time, and is not necessarily highly convenient.

[0005] In one aspect, an object is to provide an information processing apparatus or the like that can suitably present services provided by a facility when a user stays at the facility.

Means for Solving the Problems

[0006] An information processing apparatus according to one aspect includes a display control unit that displays, on a display unit of a user interface installed in a room of a facility where a user stays, types of services that can be provided to the user; a reception unit that receives, via the user interface, a selection input of the types of services from the user; an acquisition unit that acquires user information regarding the user staying in the room corresponding to the user interface that has received the input; and a determination unit that determines the degree of priority of a plurality of the services of the selected type based on the user information, wherein the display control unit displays the services on the display unit according to the determined degree of priority.

Effect of the Invention

[0007] In one aspect, when a user stays at a facility, services provided by the facility can be preferably presented.

Brief Description of the Drawings

[0008]

Figure 1

Figure 2

Figure 3

Figure 4

Figure 5

Figure 6A

Figure 6B

Figure 6C

Figure 6D

Figure 6E

Figure 6F

Figure 7

Figure 8

Figure 9

Figure 10

Figure 11

Figure 12

Mode for Carrying Out the Invention

[0009] Hereinafter, the present invention will be described in detail based on the drawings showing its embodiments. (Embodiment) FIG. 1 is a schematic diagram showing a configuration example of a guest room management system. In the present embodiment, a guest room management system that receives a service use request (hereinafter referred to as a "request") from a user staying in a guest room in a lodging facility such as a hotel or a private lodging will be described. The guest room management system includes an information processing device 1, a speaker 2, a terminal 3, and a management server 4. Each device is connected to a network N such as the Internet or a LAN (Local Area Network).

[0010] In the present embodiment, a lodging facility such as a hotel or a private lodging will be described as an example. However, for example, the present system may be applied to a nursing facility to receive requests from users staying in the rooms of the nursing facility. That is, the target facility may be any facility where a user stays, and is not limited to lodging facilities for travelers.

[0011] In addition, the services that accept requests include not only those provided through the staff (humans) of the accommodation facility like room service, but also those provided through speakers 2 etc. without going through the staff, like the "questions" described later. Hereinafter, when necessary, the request for the former (service through the staff) is called an "order", and is distinguished from the request for the latter (service without going through the staff). Also, the service may be the provision of goods, or the provision through an electronic medium, regardless of whether it is analog or digital.

[0012] The information processing device 1 is an information processing device capable of various information processing and information transmission and reception, such as a server computer, a personal computer, etc. In the present embodiment, it is assumed that the information processing device 1 is a server computer, and hereinafter it will be read as server 1 for simplicity. The server 1 accepts requests for various services (such as amenities and room service) from users staying in the guest rooms, and manages the information of the requests.

[0013] In this system, it is partnered with one or more accommodation facilities, and speakers 2 are installed in the guest rooms of the accommodation facilities. The speaker 2 is a user interface installed in the guest room of the accommodation facility, and is an AI speaker equipped with a voice input / output function and a screen display function. Note that the user interface installed in the guest room is not limited to the AI speaker, and may be, for example, a tablet terminal, a personal computer, etc. The speaker 2 sequentially communicates with the server 1, presents the available services to the user, and accepts requests.

[0014] In the present embodiment, since an AI speaker is taken as an example, the input and output of voice will be described as an example. However, the input / output means by the user interface is not limited to the voice input / output means, and may be an input / output means for inputting characters from a screen (touch panel) or a keyboard, etc., and outputting the characters on the screen. For example, it may be a TV-type terminal equipped with such an input / output function, or a system in which a TV and an AI speaker are connected. Further, the input / output means is not limited to voice and screen. For example, it may be means for inputting characters using brain waves, input means using gestures, input means using myoelectric potential, etc. That is, the present invention is not limited to the form of the device and the input means.

[0015] The terminal 3 is an information processing terminal used by the staff of the accommodation facility, and is, for example, a tablet terminal, a smartphone, a personal computer, etc. As will be described later, the terminal 3 displays a management screen (see FIG. 7 etc.) showing the correspondence status of requests received from the users of each guest room in a list and presents it to the staff. Then, the terminal 3 receives an input from the staff to change the correspondence status of the request via the management screen, and updates the correspondence status of the request managed in the database of the server 1.

[0016] The management server 4 is a server computer for managing the business of the accommodation facility, and is, for example, a server computer related to a PMS (Property Management System). The PMS is a system for centrally performing reservation management, settlement, guest room management, customer information management, etc. of the accommodation facility, and is introduced, for example, for each accommodation facility or for each group consisting of a plurality of accommodation facilities (for example, a hotel chain). The management server 4 records various information including customer information in the accommodation management DB 401, and the server 1 acquires the user's attribute information etc. from the management server 4.

[0017] Note that the server 1 and the management server 4 may be integrated into one computer, and the server 1 may perform the business management of the accommodation facility in a unified manner.

[0018] FIG. 2 is a block diagram showing a configuration example of the server 1. The server 1 includes a control unit 11, a main memory unit 12, a communication unit 13, and an auxiliary storage unit 14. The control unit 11 has one or more arithmetic processing devices such as a CPU (Central Processing Unit), an MPU (Micro-Processing Unit), and a GPU (Graphics Processing Unit), and reads and executes the program P stored in the auxiliary storage unit 14 to perform various information processing, control processing, and the like. The main memory unit 12 is a temporary storage area such as an SRAM (Static Random Access Memory), a DRAM (Dynamic Random Access Memory), or a flash memory, and temporarily stores data necessary for the control unit 11 to execute arithmetic processing. The communication unit 13 is a communication module for performing communication-related processing, and transmits and receives information to and from the outside.

[0019] The auxiliary storage unit 14 is a non-volatile storage area such as a large-capacity memory or a hard disk, and stores the program P and other data necessary for the control unit 11 to execute processing. The auxiliary storage unit 14 also stores a guest room DB 141, a question DB 142, a service DB 143, and a request DB 144. The guest room DB 141 is a database that stores information on the guest rooms in which the speakers 2 are installed. The question DB 142 is a database that stores questions received from the user via the speaker 2 and answers to the questions. The service DB 143 is a database that stores information on services that can be ordered (requested) at the accommodation facility. The request DB 144 is a database that stores the history of requests received from the user.

[0020] Note that the auxiliary storage unit 14 may be an external storage device connected to the server 1. Also, the server 1 may be a multi-computer composed of a plurality of computers, or may be a virtual machine virtually constructed by software.

[0021] In addition, in this embodiment, the server 1 is not limited to the above configuration. For example, it may include an input unit that receives operation inputs, a display unit that displays images, and the like. Further, the server 1 may be provided with a reading unit that reads a portable storage medium 1a such as a CD (Compact Disk)-ROM or a DVD (Digital Versatile Disc)-ROM, and reads and executes the program P from the portable storage medium 1a. Alternatively, the server 1 may read the program P from the semiconductor memory 1b.

[0022] FIG. 3 is an explanatory diagram showing an example of the record layouts of the guest room DB 141, the question DB 142, the service DB 143, the request DB 144, and the accommodation management DB 401. The guest room DB 141 includes a facility ID column, a room number column, a speaker ID column, and a status column. The facility ID column stores the facility ID for identifying each accommodation facility that partners with this system. The room number column, the speaker ID column, and the status column respectively store, in association with the facility ID, the room number of the guest room, the speaker ID for identifying the speaker 2 installed in the guest room, and the status of the guest room (for example, in addition to the correspondence status of requests, whether the guest room is being cleaned, whether the user is staying in the guest room, etc.).

[0023] The question DB 142 includes a question column and an answer column. The question column stores the questions received from the user via the speaker 2. The answer column stores the answers to the questions in association with the questions.

[0024] The service DB 143 includes a category column, a service column, and a fee column. The category column stores the categories of services that can be provided to the user. The service column and the fee column respectively store, in association with the category, the services included in the category and the usage fees. Note that the services provided by the accommodation facility may be free of charge.

[0025] The request DB 144 includes a date and time column, a facility column, a room number column, a user column, a request column, a charge column, a staff column, and a status column. The date and time column stores the date and time when the request was received. The date and time column, the facility column, the room number column, the user column, the request column, the charge column, the staff column, and the status column respectively store, in association with the date and time, the facility ID of the accommodation facility that received the request, the room number of the guest room, the name of the user who made the request, the content of the request (the name and quantity of the service), the usage charge, the name of the corresponding staff, and the status of the request (the correspondence status).

[0026] The accommodation management DB 401 includes a date column, an accommodation facility column, an accommodation guest column, and a status column. The date column stores the date. The accommodation facility column, the accommodation guest column, and the status column respectively store, in association with the date, the facility ID and room number of the accommodation facility where the user stays on that date, the information of the user who is the accommodation guest (for example, the name of the representative, attribute information, the number of accommodation guests, the scheduled check-out date, etc.), and the check-in status.

[0027] FIG. 4 is a block diagram showing a configuration example of the speaker 2. The speaker 2 includes a control unit 21, a main memory unit 22, an auxiliary storage unit 23, a communication unit 24, an audio output unit 25, an audio input unit 26, a display unit 27, an input unit 28, and an imaging unit 29. The control unit 21 has an arithmetic processing device such as a CPU, and performs various information processing, control processing, etc. by reading and executing the program stored in the auxiliary storage unit 23. The main memory unit 22 is a temporary storage area such as a RAM, and temporarily stores the data necessary for the control unit 21 to execute arithmetic processing. The auxiliary storage unit 23 is a non-volatile storage area such as a ROM (Read-Only Memory), and stores the program and other data necessary for the control unit 21 to execute processing. The communication unit 24 is a communication module for performing communication-related processing, and transmits and receives information to and from the outside.

[0028] The voice output unit 25 is a speaker that outputs voice and outputs the voice given from the control unit 21. The voice input unit 26 is a microphone that collects voice and receives the input of voice. The display unit 27 is a display screen such as a liquid crystal display and displays the image given from the control unit 21. The input unit 28 is an operation interface such as a touch panel or a physical button and receives operation inputs. The imaging unit 29 is a camera equipped with an imaging element such as a CMOS (Complementary MOS) sensor and images an image.

[0029] FIG. 5 is a block diagram showing a configuration example of the terminal 3. The terminal 3 includes a control unit 31, a main memory unit 32, an auxiliary storage unit 33, a communication unit 34, a display unit 35, and an input unit 36. The control unit 31 has an arithmetic processing device such as a CPU, reads out and executes the program stored in the auxiliary storage unit 33, and performs various information processing, control processing, and the like. The main memory unit 32 is a temporary storage area such as a RAM and temporarily stores the data necessary for the control unit 31 to execute arithmetic processing. The auxiliary storage unit 33 is a non-volatile storage area such as a ROM and stores the program and other data necessary for the control unit 31 to execute processing. The communication unit 34 is a communication module for performing processing related to communication and transmits and receives information to and from the outside. The display unit 35 is a display screen such as a liquid crystal display and displays the image given from the control unit 31. The input unit 36 is an operation interface such as a touch panel or a physical button and receives operation inputs.

[0030] FIGS. 6A to 6F are explanatory diagrams showing display screen examples of the speaker 2. The speaker 2 may receive requests only for voice input and output, but in the present embodiment, screen display and operations on the display screen are also possible to assist the user so that requests can be made quickly and accurately. FIGS. 6A to 6F illustrate examples of the screens displayed on the display unit 27 of the speaker 2. The speaker 2 sequentially communicates with the server 1, displays each of the screens in FIGS. 6A to 6F, and receives requests. Based on FIGS. 6A to 6F, the processing content when the speaker 2 receives a request will be described.

[0031] For example, when the speaker 2 receives a voice input of a predetermined wake word or a touch operation on the screen, etc., it is activated and displays the screen of FIG. 6A. The said screen is a display screen that displays a list of the types of services received by the speaker 2. In the present embodiment, as one type of service, "question" (in FIG. 6A, "FAQ") and "order" (in FIG. 6A, "ORDER") for ordering (requesting) other services are displayed.

[0032] The speaker 2 receives a selection input of the type (category) of service to be used by a touch operation on the object displayed on the display screen. Note that the speaker 2 may receive an input by an operation on a physical button or the like. Also, the speaker 2 may receive an input by voice instead of a manual operation. The same applies to the subsequent processing.

[0033] When "question" is selected, the speaker 2 transitions to the screen of FIG. 6B and displays a list of each question stored in the question DB 142, that is, each question that can be answered to the user. Then, the speaker 2 receives a selection input for selecting the question to be answered from among the plurality of questions displayed in a list by a touch operation on the display screen or the like. When receiving an input of a question, the speaker 2 transitions to the screen of FIG. 6C and displays an answer to the question.

[0034] Note that the speaker 2 may receive an input and answer not only to the questions set by default in the question DB 142 but also to arbitrary questions. For example, when the screen of FIG. 6B is displayed, the speaker 2 receives a voice input of an arbitrary question from the user, converts the input question into text, inputs it to an external search engine, and displays the search result as an answer on the speaker 2 or outputs it by voice. In this way, the speaker 2 may be able to input and output not only the questions and answers prepared in advance but also other questions and answers.

[0035] In addition, in this embodiment, the above-mentioned "Question" is given as an example of a service provided without the intervention of staff, but the input and output of questions and answers is only an example and is not limited to this. For example, the server 1 may output music playback, a search for tourist spots in the surrounding area, a guide to history and culture for foreigners, etc. in response to a request from a user.

[0036] When "Order" is selected on the screen of Fig. 6A, the speaker 2 transitions to the screen of Fig. 6D, which displays a list of other types of services. The services displayed on the screen of Fig. 6D are services provided via staff and are provided at accommodation facilities for a fee or free of charge. The speaker 2 displays the types of services that can be provided by room service, etc. on the screen of Fig. 6D, and accepts a selection input to select one of them.

[0037] When a selection input for the type of service is received, the speaker 2 transitions to the screen in Fig. 6E and displays the selected type of service. In the example of Fig. 6E, beverages that can be provided by room service are displayed as a result of "Tea" being selected on the screen in Fig. 6D. The speaker 2 receives a selection input for ordering one of the displayed services.

[0038] Here, when displaying each service on the screen of FIG. 6E, the server 1 acquires user information related to the user staying in the guest room. The user information is information related to the user staying in the guest room, and may include, for example, the user's attribute information, a behavioral history in the guest room described below, or a usage history of services the user has used in the past at accommodation facilities. Based on the acquired user information, the server 1 determines the priority of each service, i.e., which service should be presented to the user with priority. The server 1 causes the speaker 2 to display each service according to the determined priority.

[0039] Specifically, based on the speaker ID (identifier) of the speaker 2 that receives the input of the request, the server 1 refers to the guest room DB 141 to identify the user's guest room. Then, the server 1 requests the management server 4 to output the attribute information of the user staying in the guest room, and acquires the attribute information of the user stored in the accommodation management DB 401 as user information. The attribute information is, for example, the user's age, gender, nationality, etc., but any information representing the user's attributes is acceptable, and its content is not particularly limited.

[0040] Based on the acquired attribute information of the user, the server 1 determines the priority of each service. Specifically, the server 1 determines the priority order of each service, and causes the services with higher priority to be displayed on the speaker 2 in order from the top. The method for determining the priority order is not particularly limited. For example, the server 1 refers to the request history (service usage history) of each user stored in the request DB 144, and extracts the services with many requests from other users whose users and attribute information are similar by collaborative filtering or the like. Alternatively, the server 1 may tabulate the calculation method of the priority order according to age, gender, etc., and refer to the table to calculate the priority order.

[0041] Note that, for example, the server 1 may not determine the priority order, but may determine whether to display or not display each service. In this way, it is sufficient that the server 1 can determine which of the services should be preferentially presented, and the specific determination method and display mode are not particularly limited.

[0042] Also, when determining the priority, the server 1 may determine the priority with reference to user information other than the attribute information. For example, the server 1 determines the priority based on the behavior history of the user in the guest room. The behavior history is, for example, the TV programs watched by the user in the guest room, the words (search queries) searched on the Internet, the setting time of the morning call, etc., and is information that can be obtained from various electronic devices such as a television receiver, a personal computer, and a telephone installed in the guest room. The server 1 may determine the priority based on, in addition to the user's attribute information, the information obtained from various electronic devices, that is, the behavior history information indicating the behavior history of the user in the guest room. Thereby, the priority can be determined more accurately reflecting the user's preferences.

[0043] Also, regarding the above-mentioned "questions", the degree of priority may be determined based on the user information, and the display order of each question may be changed.

[0044] The server 1 causes the speaker 2 to display each service of the type selected by the user according to the determined priority. The speaker 2 accepts a selection input for selecting any one of the displayed services. Further, the speaker 2 transitions to the screen of FIG. 6F, accepts the input of the quantity of the service to be ordered, and finalizes the request.

[0045] The server 1 stores the content of the request in the request DB 144 in association with the date and time when the request was received, the room number, etc. Also, the server 1 reads out the usage fee of the requested service from the service DB 143 and adds (calculates) it to the usage fee of the service to be billed to the user. The server 1 stores the fee after addition in the request DB 144.

[0046] FIG. 7 is an explanatory diagram showing an example of a request list screen. FIG. 7 illustrates a display example of a management screen when the terminal 3 displays a list of requests received from the users of each guest room. Based on FIG. 7, the processing content when displaying the information of each guest room on the terminal 3 will be described.

[0047] The terminal 3 communicates with the server 1 in response to operation inputs from the staff and displays the request list screen in Fig. 7. For example, on the request list screen, the number of floors of each floor of the accommodation facility and the number of requests on each floor are displayed on the left menu bar. The terminal 3 accepts the designation input of the floor displayed on the menu bar and displays a list of requests from each guest room on the designated floor on the right side of the screen.

[0048] For example, the terminal 3 displays, for each request, the name of the requested service, the room number, the date and time when the request was received, etc. In addition, the terminal 3 displays a status 71 indicating the response status of the request. In this embodiment, the response status of the request is classified into three levels: "unresponded", "responding", and "responded". The "unresponded" and "responding" requests are displayed in the upper part of the screen, and the "responded" requests are displayed in the lower part of the screen.

[0049] In addition, the terminal 3 displays a change button 72 corresponding to each request. The terminal 3 changes the response status (status 71) of the request according to the operation input to the change button 72, and updates it from "unresponded" to "responding" and then to "responded". Specifically, when the change button 72 is tapped once, the status 71 is updated from "unresponded" to "responding", and the name of the staff operating the terminal 3 is added as the person in charge. When the change button 72 is tapped again, the status 71 is updated from "responding" to "responded", and the request moves to the lower part of the screen.

[0050] In addition, the terminal 3 accepts inputs such as modification of requests (for example, modification of quantity) or deletion of requests on this screen.

[0051] In addition, the terminal 3 accepts additional input of requests in response to an operation input to the add button 73. FIG. 8 is an explanatory diagram showing a request list screen when a request is added. When the terminal 3 accepts an operation input to the add button 73, it displays a pop-up screen and accepts input of the user's guest room number, service (or content) type, service name, and quantity. When various pieces of information of the request are input, the information of the request is stored in the request DB 144 and added to the request list screen. As a result, for example, even when accepting a request by phone or verbally from the user, the request can be added on the same screen as the list screen of the requests received by the speaker 2.

[0052] Note that, for example, when the server 1 displays each service in a pull-down list on the pop-up screen of FIG. 8 in the same manner as when displayed on the speaker 2, the server 1 may display each service in a priority order (degree of priority) according to the user's attribute information. Thereby, for example, when a staff member receives a request from a user by phone or verbally, the staff member can recommend an appropriate service to the user.

[0053] FIG. 9 is an explanatory diagram showing an example of a guest room list screen. In FIG. 8, a management screen for displaying a list of requests received from each guest room has been described. In FIG. 9, an example of the display of the management screen when displaying the status of each guest room, including the correspondence status of the requests, in a list is illustrated.

[0054] On the guest room list screen, each guest room is displayed in a list according to the floor and room number, and the status of each guest room is also displayed. The status of the guest room is, for example, whether it is unresponsive to the request, whether it is being cleaned, whether there is a user (accommodation guest) staying in the guest room, whether the cleaning of the guest room has been completed and the preparation has been completed, and so on. Note that the information displayed on the guest room list screen may be information that appropriately represents the status of the guest room, and the content thereof is not limited to the content illustrated in FIG. 9.

[0055] Server 1 refers to the guest room DB141 and causes the terminal 3 to display a list of the statuses of each guest room. For example, the terminal 3 displays each guest room in a display color corresponding to the status of the guest room, and also displays texts such as "Request" and "Under cleaning" representing the status of the guest room. Note that in FIG. 9, for convenience, the state of being color-coded is illustrated by hatching. Further, when there is an unaddressed request, the terminal 3 displays an icon representing an alert in association with the guest room. Thereby, the staff can quickly respond to requests from the user.

[0056] When the terminal 3 receives a tap operation designating any guest room on the guest room list screen, it displays a pop-up screen (not shown) and receives an operation input for changing (updating) the status of the guest room. When receiving an input for changing the guest room status, the server 1 updates the status of the guest room stored in the guest room DB141. Further, the terminal 3 displays a notification indicating that the status of the guest room has been updated on the dashboard displayed on the left side of the guest room list screen.

[0057] FIG. 10 is an explanatory diagram showing an example of a request analysis screen. The server 1 analyzes the history of requests (service usage history) received from the users of each guest room in response to a request from the terminal 3, generates the request analysis screen of FIG. 10, and outputs it to the terminal 3.

[0058] The request analysis screen includes a period specification column 101, an access number graph 102, a user number graph 103, a graph by category 104, and a reduction amount display column 105. The server 1 refers to the history of requests for the period specified in the period specification column 101 from the request DB144 and analyzes the usage trend of the service.

[0059] For example, server 1 totals the number of accesses to speaker 2 by date within a specified period and generates access number graph 102. Also, server 1 totals the number of users (unique user numbers) who made requests within a specified period by date and by nationality (e.g., Japanese or foreigner) and generates user number graph 103. Further, server 1 totals the services requested within a specified period by category (type) and generates category-specific graph 104. Server 1 causes each generated graph to be displayed on the request analysis screen.

[0060] Also, server 1 calculates the cost reduction amount reduced by the introduction of this system (speaker 2) based on the quantity of requests received via speaker 2 and causes it to be displayed on the request analysis screen. The cost reduction amount is an amount estimated for labor costs etc. reduced by the automatic response of speaker 2 and is an amount representing the cost reduction effect due to the reduction in staff work.

[0061] For example, server 1 calculates the cost reduction amount based on the average call time required when providing services by phone response and the hourly wage information of the staff receiving the phone response (e.g., the average hourly wage of the prefecture where the accommodation facility is located). Server 1 stores the parameters used for calculating the cost reduction amount for each of the average call time of the phone response and the hourly wage information, and calculates the cost reduction amount using the said parameters. Server 1 refers to request DB 144, totals the quantity of requests within the period specified in period specification column 101, and multiplies the totaled request quantity by the average call time and the hourly wage to calculate the cost reduction amount.

[0062] For example, server 1 may store different average call times for different types of services (such as the average call time when accepting an amenity order, the average call time when accepting a room service order, etc.), and multiply each type of average call time by the corresponding number of requests of that type to calculate the cost reduction amount. Also, for example, server 1 may store different hourly wage rates for different staff members, and calculate the cost reduction amount according to the hourly wage of the staff member in charge of handling the request. Thus, the specific calculation method of the cost reduction amount is not particularly limited.

[0063] Server 1 causes the calculated cost reduction amount to be displayed in the cost reduction amount display column 105. Thereby, the cost reduction effect obtained by the introduction of the speaker 2 can be presented to the accommodation facility side.

[0064] As described above, according to the present embodiment, the priority of each service is determined based on the user's attribute information and displayed on the speaker 2, and requests are received. Also, on the display screen of the terminal 3, the requests received from each guest room are managed. Thereby, the user can make requests quickly and accurately, and the accommodation facility can accurately respond to the requests.

[0065] FIG. 11 is a flowchart showing the procedure of the request reception process. Based on FIG. 11, the processing content when receiving a request from a user will be described. For example, when the control unit 11 of server 1 activates the speaker 2 by receiving a wake word from the user or the like, the following processing is executed. The control unit 11 acquires the attribute information of the user staying in the guest room where the speaker 2 is installed from the accommodation management DB 401 based on the identifier of the activated speaker 2 (step S11). Note that the control unit 11 may acquire not only the attribute information but also the action history information of the user in the guest room and use it to determine the priority of the service.

[0066] Further, the control unit 11 causes the speaker 2 to display a list indicating the types of services available to the user (step S12). The control unit 11 receives a selection input for selecting the type of service via the speaker 2 (step S13). As described above, it is preferable that the input at the speaker 2 can be both an operation input to the display screen (list) and a voice input.

[0067] The control unit 11 determines whether "Question" has been selected in step S13 (step S14). If it is determined that "Question" has been selected (S13: YES), the control unit 11 refers to the question DB 142 and causes the speaker 2 to display a list of questions that can be answered (step S15). The control unit 11 receives an input of a question via the speaker 2 (step S16). The control unit 11 causes the speaker 2 to display an answer corresponding to the input question (step S17), and ends the series of processes.

[0068] If it is determined that "Question" has not been selected (S14: NO), the control unit 11 determines whether "Order" has been selected (step S18). If it is determined that "Order" has not been selected (S18: NO), the control unit 11 returns the process to step S13.

[0069] When it is determined that "order" is selected (S18: YES), the control unit 11 causes the type of service provided through the staff to be displayed and accepts a selection input, and causes each service of the selected type to be displayed on the speaker 2 (step S19). In this case, the control unit 11 determines the priority of each service based on the user's attribute information (and action history information) acquired in step S11, and causes each service to be displayed according to the priority. For example, the control unit 11 determines the priority order of each service and determines the display order of the services according to the determined priority order. The control unit 11 receives a request (usage request) for the displayed service via the speaker 2 (step S20). The control unit 11 stores the content of the request in the request DB 144 in association with the date and time when the request was received, the room number of the guest room, etc., and adds (calculates) the usage fee of the requested service to the fee to be billed to the user, and stores the added fee in the request DB 144 (step S21). The control unit 11 ends a series of processes.

[0070] Figure 12 is a flowchart showing the procedure of the request management process. Based on Figure 12, the processing content when displaying the request information on the terminal 3 will be described. The control unit 11 of the server 1 determines whether to display a request list screen (management screen) in response to an operation input on the terminal 3 (step S31). When it is determined that the request list screen is to be displayed (S31: YES), the control unit 11 accepts a selection input of the floor (step S32). The control unit 11 refers to the request DB 144 and causes the terminal 3 to display a request list screen that shows in a list the correspondence status of the requests received from each guest room on the selected floor (step S33). The control unit 11 receives an operation input for changing the correspondence status of each request via the terminal 3, and updates the correspondence status (state) of the request stored in the request DB 144 (step S34). The control unit 11 ends a series of processes.

[0071] When it is determined not to display the request list screen (S31: NO), the control unit 11 determines whether to display the guest room list screen (management screen) (step S35). When it is determined to display the guest room list screen (S35: YES), the control unit 11 causes the terminal 3 to display a guest room list screen that shows the status of each guest room in the accommodation facility in a list (step S36). The status of the guest rooms displayed in step S36 includes information such as the correspondence status of requests, whether a guest room is being cleaned, and whether a user is staying in the guest room. The control unit 11 displays the status of each guest room in a list, and when a guest room has an unresponded request, it displays an alert icon associated with the guest room. The control unit 11 receives an operation input for changing the status of the guest room and updates the status of the guest room stored in the guest room DB 141 (step S37). The control unit 11 ends a series of processes.

[0072] When it is determined not to display the guest room list screen (S35: NO), the control unit 11 determines whether to display the request analysis screen (step S38). When it is determined not to display the request analysis screen (S38: NO), the control unit 11 returns the process to step S31.

[0073] When it is determined to display the request analysis screen (S38: YES), the control unit 11 analyzes the usage trend of the service based on the request history (service usage history) stored in the request DB 144 (step S39). For example, the control unit 11 totals the number of accesses to the speaker 2, the number of users who made requests, the number of requests by category, and so on.

[0074] Further, the control unit 11 calculates the cost reduction amount due to the introduction of the speaker 2 (user interface) based on the quantity of the requested service via the speaker 2 (step S40). For example, the control unit 11 multiplies the average call time required when providing the service by telephone response and the hourly wage information of the staff responding to the telephone by the quantity of the request to calculate the cost reduction amount. The control unit 11 causes the terminal 3 to display the analysis result in step S39 and the cost reduction amount calculated in step S40 (step S41). The control unit 11 ends a series of processes.

[0075] As described above, according to the present embodiment, each service is displayed with a priority according to the attribute information of the user, and the user can make a request appropriately.

[0076] Further, according to the present embodiment, by using a user interface (speaker 2) having a screen display function and an audio input / output function, it is possible to make a request both by operating and inputting to the display screen (object) and by voice input, so that the user can make a request faster and more accurately.

[0077] Further, according to the present embodiment, by presenting to the staff on the request list screen whether it is possible to complete the response (completion of provision) of the request and making it possible to update whether the response can be completed on the screen, the work of the staff can be streamlined.

[0078] Further, according to the present embodiment, it is possible to present the cost reduction effect due to the introduction of the speaker 2 to the accommodation facility side.

[0079] Further, according to the present embodiment, it is possible to present the usage status (usage tendency) of the speaker 2, such as the number of accesses to the speaker 2, the number of users who made a request using the speaker 2, and the number of requests by category, to the accommodation facility side.

[0080] Further, according to the present embodiment, by also referring to the behavior history of the user in the guest room, it is possible to more appropriately determine the priority of the service.

[0081] The embodiments disclosed this time should be considered as illustrative in all respects and not restrictive. The scope of the present invention is shown not by the above description but by the claims, and it is intended that all modifications within the meaning and scope equivalent to the claims be included.

Explanation of Signs

[0082] 1 Server (information processing device) P Program 141 Guest room DB 142 Question DB 143 Service DB 144 Request DB 2 Speaker 3 Terminal 4 Management server 401 Accommodation management DB

Claims

1. A reception unit that receives, via a user interface installed in a room of a facility where a user stays, a request for using a service that can be provided to the user from the user; A history storage unit that stores a usage history of the service used by the user; An analysis unit that analyzes a usage tendency of the service based on the usage history of the service used by the user; An output unit that outputs an analysis result and the analysis unit aggregates information on the number of uses of the user interface, information on the number of users by nationality who have made requests for using the service, or information on the number of users by type of the service who have made requests for using the service; the output unit outputs the result of the aggregation as the analysis result An information processing apparatus characterized by the above.

2. A reception unit that receives, via a user interface installed in a room of a facility where a user stays, a request for using a service that can be provided to the user from the user; A history storage unit that stores a usage history of the service used by the user; An analysis unit that analyzes a usage tendency of the service based on the usage history of the service used by the user; An output unit that outputs an analysis result and the history storage unit stores the usage history of the service in association with a date and time, further comprising a period reception unit that receives a specification of a period, the analysis unit aggregates information on the number of uses of the user interface, information on the number of users by nationality who have made requests for using the service during the period, or information on the number of users by type of the service who have made requests for using the service during the specified period; the output unit outputs the result of the aggregation as the analysis result An information processing apparatus characterized by the above.

3. The user interface includes a display unit, an input unit that receives an operation input to an object displayed by the display unit, a voice input unit that performs voice input and output, and a voice output unit, the reception unit receives an input by either an operation input in the input unit or a voice input in the voice input unit The information processing apparatus according to claim 1 or 2, characterized by the above.

4. The display unit of the user interface is provided with a display control unit that displays the type of the service, the reception unit receives, via the user interface, a selection input of the type of the service from the user An acquisition unit that acquires attribute information of the user staying in the room corresponding to the user interface that has received an input; A determination unit that determines the priority levels of a plurality of the selected types of services based on the attribute information of the user; The display control unit displays the services on the display unit according to the determined priority levels. The information processing apparatus according to any one of claims 1 to 3, characterized in that.

5. A display control unit that displays the types of the services on a display unit of the user interface; The reception unit receives, from the user, a selection input of the types of the services via the user interface; An acquisition unit that acquires action history information indicating the action history of the user staying in the room corresponding to the user interface that has received an input; A determination unit that determines the priority levels of a plurality of the selected types of services based on the action history information; The display control unit displays the services on the display unit according to the determined priority levels. The information processing apparatus according to any one of claims 1 to 4, characterized in that.

6. A storage unit that stores the services requested by the user and the corresponding status associated with the services provided in association with the room; An output unit that outputs a management screen for displaying the corresponding status in a list corresponding to the room to a terminal device of a staff member of the facility; An update unit that receives an input for changing the corresponding status via the management screen and updates the corresponding status. The information processing apparatus according to any one of claims 1 to 5, characterized in that it comprises.

7. The storage unit stores the average call time required when providing the services by telephone response and the hourly wage information of the staff members of the facility; The information processing apparatus according to claim 6, characterized in that it comprises a calculation unit that calculates the cost reduction amount due to the introduction of the user interface based on the information on the services for which the provision has been completed, the average call time, and the hourly wage information.

8. A second storage unit that stores the usage fees of each of the services; A second calculation unit that calculates the usage fees to be billed to the user based on the usage history of the services used by the user. The information processing apparatus according to any one of claims 1 to 7, characterized in that it comprises.

9. Receive a service usage request that can be provided to the user from the user via a user interface installed in a room of a facility where the user stays, Store the usage history of the service used by the user in a storage unit, Based on the usage history of the service used by the user, aggregate information on the number of times the user interface is used, information on the number of users by nationality who have made service usage requests, or information on the number of users by service type who have made service usage requests, Output the result of the aggregation as an analysis result of the service usage trend An information processing method characterized in that a computer executes the process.

10. Receive a service usage request that can be provided to the user from the user via a user interface installed in a room of a facility where the user stays, Store the usage history of the service used by the user in a storage unit, Based on the usage history of the service used by the user, aggregate information on the number of times the user interface is used, information on the number of users by nationality who have made service usage requests, or information on the number of users by service type who have made service usage requests, Output the result of the aggregation as an analysis result of the service usage trend A program characterized in that the process is executed by a computer.

11. A management system having a user interface installed in a room of a facility where a user stays, a terminal device used by the staff of the facility, and an information processing device communicatively connected to the user interface and the terminal device, The information processing device, A reception unit that receives a service usage request that can be provided to the user from the user via the user interface, A storage unit that stores the usage history of the service used by the user, An analysis unit that analyzes the service usage trend based on the usage history of the service used by the user, An output unit that outputs the analysis result to the terminal device Comprising, The analysis unit aggregates information on the number of times the user interface is used, information on the number of users by nationality who have made service usage requests, or information on the number of users by service type who have made service usage requests, The output unit outputs the result of the aggregation as the analysis result A management system characterized by this.

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