Information processing device

Abstract

To improve a quality of a guide against a user.SOLUTION: A control part of an information processing device receives information indicating an ask for starting a conversation of a specified user riding on a specific vehicle with an operator, information on a content of an interaction generated between the specific user and a specific device mounted onto the specific vehicle before the specific user performs the ask of the conversation, and specific information containing at least one of the information on the situation of the specific vehicle before the start of the ask of the conversation of the specific user. The control part of the information processing device estimates the content of the conversation desired by the specific user on the basis of the specific information. The control part determines the specific operation corresponded to the content of the conversation to be estimated from a plurality of operators. Then, the control part connects a first device for performing the conversation with the specific operator by the specific user with a second device for performing the conversation with the specific user by the specific operator.SELECTED DRAWING: Figure 6

Description

[Technical Field]

[0001] The present disclosure relates to an information processing device. [Background technology]

[0002] Patent Document 1 discloses an information processing device that manages a communication line for a call between a user driving a vehicle and an operator who talks with the user. The information processing device disclosed in Patent Document 1 executes a predetermined determination process to determine whether a predetermined condition for determining that the user is lost is met when the current location of the vehicle is within a predetermined range from the user's destination. If the information processing device determines that the predetermined condition is met in the predetermined determination process, it notifies the operator to provide route guidance to the user via telephone. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Patent Publication No. 2021-083060 Summary of the Invention [Problem to be solved by the invention]

[0004] The present disclosure aims to improve the quality of guidance provided to users. [Means for solving the problem]

[0005] The information processing device according to the present disclosure includes: receiving information indicating that a specific user in a specific vehicle has requested to start a call with an operator, and specific information including at least one of information about the content of an interaction that occurred between the specific user and a specific device mounted on the specific vehicle before the specific user made the call request and information about the status of the specific vehicle before the specific user made the call request; Inferring the content of a call desired by the specific user based on the specific information; determining a specific operator associated with the estimated content of the call from a plurality of operators; connecting a first device for the specific user to make a call with the specific operator and a second device for the specific operator to make a call with the specific user; The control unit executes the above. [Effects of the Invention]

[0006] The present disclosure can improve the quality of guidance provided to users. [Brief explanation of the drawings]

[0007] [Figure 1] FIG. 1 is a diagram showing a schematic configuration of a call system. [Figure 2] FIG. 2 is a block diagram illustrating an example of a functional configuration of a communication device and a relay server. [Figure 3] FIG. 3 is a diagram showing an example of a table configuration of vehicle information held in the vehicle information database. [Figure 4] FIG. 4 is a diagram showing an example of a table configuration of performance information stored in the performance information database. [Figure 5] FIG. 5 is a diagram showing an example of a table configuration of operator information held in the operator information database. [Figure 6] FIG. 6 is a sequence diagram showing the flow of information processing in the call system. DETAILED DESCRIPTION OF THE INVENTION

[0008] Assume a case where a specific user in a specific vehicle is about to start a call with an operator. Also assume a case where an operator to call the specific user is randomly selected from among multiple operators. When an operator is randomly selected, there is a possibility that an operator who is not familiar with the content of the call desired by the specific user will start the call with the specific user. In this case, it may not be possible to provide appropriate information to the specific user. The information processing device according to the present disclosure solves such a problem.

[0009] A control unit of an information processing device according to the present disclosure receives information indicating that a specific user has requested to start a call with an operator. Here, it is assumed that an interaction occurs between the specific user and a specific device before the specific user requests to start a call with an operator. Therefore, it is assumed that the information processing device can infer the content of the call desired by the user by grasping the interaction that occurred between the specific user and the specific device. Furthermore, it is assumed that a specific vehicle is in a specific situation before the specific user requests to start a call with an operator. Therefore, it is assumed that the information processing device can infer the content of the call desired by the user by grasping the situation of the specific vehicle.

[0010] Therefore, the control unit of the information processing device according to the present disclosure receives specific information including at least one of information about the content of the interaction that occurred between the specific user and the specific device installed in the specific vehicle before the specific user made a request to start a call and information about the status of the specific vehicle before the specific user made a request to start a call.

[0011] The control unit infers the content of the call desired by the specific user based on the acquired identification information. The control unit determines a specific operator associated with the inferred content of the call from among the multiple operators. This allows the control unit to determine an operator who is familiar with the content of the call as the specific operator. Then, the control unit initiates a connection between the first device and the second device. Here, the first device is a device through which the specific user can make a call with the operator, and the second device is a device through which the specific operator can make a call with the specific user.

[0012] As described above, the information processing device allows a specific user to make a call with a specific operator determined based on the specific information when the specific user needs to speak with an operator. This allows the specific user to speak with a specific operator who is familiar with the content of the desired call. As a result, the quality of guidance provided to the user can be improved.

[0013] Specific embodiments of the present disclosure will be described below with reference to the drawings. The dimensions, materials, shapes, and relative positions of the components described in the present embodiments are not intended to limit the technical scope of the present disclosure unless otherwise specified.

[0014] <Embodiment> (System Overview) A call system 1 in this embodiment will be described with reference to FIG. 1. FIG. 1 is a diagram showing a schematic configuration of the call system 1. The call system 1 includes a call device 100, an in-vehicle device 110, an operator terminal 200, and a relay server 300. In the call system 1, the call device 100, the operator terminal 200, and the relay server 300 are connected to one another by a network N1. The network N1 includes, for example, the Internet Alternatively, a WAN (Wide Area Network), which is a global public communication network such as the Internet, or a telephone communication network such as a mobile phone may be employed. The vehicle 10 and the communication device 100 are connected to each other via an in-vehicle network.

[0015] (Telephone device) The communication device 100 is a device mounted on the vehicle 10. The communication device 100 is a device for a user to communicate with an operator. The user may communicate with the operator to receive guidance while traveling in the vehicle 10. For example, the user may communicate with the operator to receive guidance about a route to a destination. Furthermore, the user may communicate with the operator to receive guidance about an in-vehicle device mounted on the vehicle 10 or how to operate the vehicle 10. In this case, the user operates the communication device 100 to communicate with the operator.

[0016] (In-vehicle device) The in-vehicle device 110 is a device mounted on the vehicle 10. The in-vehicle device 110 is configured to include any device mounted on the vehicle 10. In this embodiment, the in-vehicle device 110 includes a car navigation system. Also, in this embodiment, the in-vehicle device 110 includes an electronic control unit that controls the running of the vehicle 10.

[0017] (operator terminal) The operator terminal 200 is a device through which an operator communicates with a user. In response to a call request from a user, the operator communicates with the user using the operator terminal 200 and provides various kinds of guidance. There are multiple operators who provide guidance to users. In other words, the call system 1 includes multiple operator terminals 200 used by each operator.

[0018] (Relay server) The relay server 300 is a device that relays a call between a user and an operator. Specifically, the relay server 300 determines an operator (hereinafter, sometimes referred to as a "specific operator") who will actually make a call with the user from among a plurality of operators. Then, the relay server 300 connects the user's call device 100 with the operator terminal 200 of the specific operator, thereby realizing a call between the user and the specific operator.

[0019] Here, it is assumed that the relay server 300 randomly selects a specific operator from among a plurality of operators. In this case, there is a possibility that one of the multiple operators who is not familiar with the content of the call desired by the user (content of the guidance) will be the specific operator who will make the call with the user. In this case, the specific operator may not be able to provide appropriate information to the user. Therefore, the relay server 300 selects a specific operator from the multiple operators who is familiar with the content of the desired call.

[0020] For example, a user may need to speak with an operator to receive guidance on how to operate the in-vehicle device 110. In this case, it is assumed that the user operates the in-vehicle device 110 before requesting to start a call with the operator. Also, there may be cases where the information output by a device in the in-vehicle device 110 that outputs information desired by the user is insufficient. In this case, the user may want to speak with the operator and receive information. Therefore, it is assumed that the user has caused the in-vehicle device 110 to output the desired information before requesting to start a call with the operator. In this way, it is assumed that an interaction occurs between the user and the in-vehicle device 110 before requesting to start a call with the operator.

[0021] Therefore, the relay server 300 can infer the content of the call desired by the user by grasping the content of the interaction that occurred between the relay server 300 and the in-vehicle device 110 before the user requested to start a call with an operator. Therefore, the relay server 300 acquires the content of the operation on the in-vehicle device 110 or the information output by the in-vehicle device 110 before the user requested to start a call with an operator. Then, the relay server 300 infers the content of the call desired by the user based on the operation on the in-vehicle device 110 or the information output by the in-vehicle device 110.

[0022] For example, if the user has operated the car navigation system in the in-vehicle device 110 before requesting the start of a call, the relay server 300 can infer that the user needs guidance on how to operate the car navigation system. Also, if the user has caused the car navigation system in the in-vehicle device 110 to output information on nearby restaurants before requesting the start of a call, the relay server 300 can infer that the user needs guidance from an operator on information on nearby restaurants.

[0023] Furthermore, when a user in vehicle 10 is outside his / her living area, it is assumed that the user will request to start a call with an operator to receive information on surrounding facilities, road conditions, and the like. Furthermore, there are cases where the user does not know how to operate vehicle 10 and so temporarily stops vehicle 10. In this case, it is assumed that the user will talk to an operator and receive information on how to operate vehicle 10. Thus, it is assumed that vehicle 10 is in a specific situation before the user requests to start a call with an operator. Therefore, relay server 300 can infer the content of the call desired by the user by grasping the situation of vehicle 10 before the user requests to start a call with an operator.

[0024] Therefore, the relay server 300 determines a specific operator from a plurality of operators based on the vehicle information. Here, the vehicle information is information including information about the content of the interaction that occurred between the user and the in-vehicle device 110 before the user made a call request and information about the status of the vehicle 10 before the user made a call start request. Details of how the relay server 300 determines a specific operator from a plurality of operators based on the vehicle information will be described later.

[0025] The relay server 300 includes a computer having a processor 310, a main memory 320, an auxiliary memory 330, and a communication interface (communication I / F) 340. The processor 310 is, for example, a central processing unit (CPU) or a digital signal processor (DSP). The main memory 320 is, for example, a random access memory (RAM). The auxiliary memory 330 is, for example, a read-only memory (ROM). The auxiliary memory 330 is, for example, a hard disk drive (HDD) or a disc recording medium such as a CD-ROM, a DVD disc, or a Blu-ray disc. The auxiliary memory 330 may also be a removable medium (portable storage medium). Examples of removable media include a USB memory or an SD card. The communication I / F 340 is, for example, a local area network (LAN) interface board or a wireless communication circuit for wireless communication.

[0026] In the relay server 300, the auxiliary storage unit 330 stores an operating system (OS), various programs, various information tables, etc. Also, in the relay server 300, the processor 310 loads the programs stored in the auxiliary storage unit 330 into the main storage unit 320 and executes them, thereby realizing various functions as described below. However, some or all of the functions in the relay server 300 may be implemented by ASIC or F The relay server 300 may be realized by a hardware circuit such as a PGA. The relay server 300 does not necessarily have to be realized by a single physical configuration, but may be configured by a plurality of computers that cooperate with each other. The communication device 100, the in-vehicle device 110, and the operator terminal 200 are also configured to include a computer, just like the relay server 300.

[0027] (Functional configuration) Next, the functional configurations of the communication device 100 and the relay server 300 that configure the communication system 1 will be described with reference to Fig. 2 to Fig. 6. Fig. 2 is a block diagram that schematically shows an example of the functional configurations of the communication device 100 and the relay server 300.

[0028] (Telephone device) The communication device 100 is configured to include a control unit 101, an in-vehicle communication unit 102, an exterior communication unit 103, a call unit 104, and a vehicle information database 105 (vehicle information DB105). The control unit 101 has a function of performing arithmetic processing for controlling the communication device 100. The control unit 101 can be realized by a processor in the communication device 100. The in-vehicle communication unit 102 has a function of connecting the communication device 100 to an in-vehicle network of the vehicle 10. The in-vehicle communication unit 102 can be realized by an in-vehicle communication I / F in the communication device 100. The exterior communication unit 103 has a function of connecting the communication device 100 to the network N1. The in-vehicle communication unit 102 can be realized by an exterior communication I / F in the communication device 100. The call unit 104 has a function of enabling a call between a user and an operator.

[0029] The call unit 104 can be realized by a speakerphone in the communication device 100. A speakerphone is a device including a microphone for inputting voice and a speaker for outputting voice. When the call unit 104 receives an operation from the user to start a call with an operator, the control unit 101 outputs request information indicating that the user is requesting to start a call with an operator. The control unit 101 transmits the request information to the relay server 300 via the exterior communication unit 103. The request information includes the address of the communication device 100, which is required when the relay server 300 starts a connection between the communication device 100 and the operator terminal 200.

[0030] The control unit 101 receives information indicating an interaction that has occurred between the in-vehicle device 110 and the user from the in-vehicle device 110 via the in-vehicle communication unit 102. Here, the information indicating the interaction that has occurred between the in-vehicle device 110 and the user includes information about the content of an operation that the user performed on the in-vehicle device 110. Furthermore, the information indicating the interaction that has occurred between the in-vehicle device 110 and the user includes information about the content of information that the in-vehicle device 110 output to the user.

[0031] The control unit 101 also receives information about the status of the vehicle 10 from the car navigation system in the in-vehicle device 110 via the in-vehicle communication unit 102. The information about the status of the vehicle 10 includes information about the current position of the vehicle 10. The information about the status of the vehicle 10 also includes information about whether the vehicle 10 is traveling, which is received from the electronic control unit in the in-vehicle device 110.

[0032] The control unit 101 adds the information indicating the interaction that has occurred between the in-vehicle device 110 and the user and the information about the status of the vehicle 10, which are received from the in-vehicle device 110 via the in-vehicle communication unit 102, to the vehicle information held in the vehicle information DB 105. Here, the control unit 101 receives the information indicating the interaction that has occurred between the in-vehicle device 110 and the user and the information about the status of the vehicle 10 from the in-vehicle device 110 at a predetermined period.

[0033] The vehicle information DB 105 has a function of storing vehicle information. The vehicle information DB 105 includes information about the content of interactions that have occurred between the communication device 100 and the vehicle, and information about the status of the vehicle. The vehicle information DB 105 can be realized by an auxiliary storage unit in the communication device 100. FIG. 3 is a diagram showing an example of a table configuration of vehicle information stored in the vehicle information DB 105.

[0034] As shown in Fig. 3, the vehicle information has a communication device ID field, a date and time field, an interaction field, and a vehicle status field. The communication device ID field stores an identifier (communication device ID) for identifying the communication device 100. The date and time field stores information for identifying the date and time. The interaction field stores information indicating the content of the interaction that occurred between the in-vehicle device 110 and the user at the date and time corresponding to the date and time field. The vehicle status field stores information about the status of the vehicle 10 at the date and time corresponding to the date and time field.

[0035] The control unit 101 transmits the vehicle information together with the request information to the relay server 300 via the exterior communication unit 103. Here, the control unit 101 transmits to the relay server 300 the vehicle information for a predetermined period before the call unit 104 accepts an operation from the user to make a call with an operator. That is, the control unit 101 transmits to the relay server 300 the information stored in the interaction field and the vehicle status field for a predetermined period based on the vehicle information held in the vehicle information DB 105. This enables the relay server 300 to grasp the content of the interaction that occurred between the in-vehicle device 110 and the user and the status of the vehicle 10 before the user requested to start a call with an operator.

[0036] (Relay server) The relay server 300 includes a control unit 301, a communication unit 302, a performance information database 303 (performance information DB303), and an operator information database 304 (operator information DB304).

[0037] The control unit 301 has a function of performing arithmetic processing for controlling the relay server 300. The control unit 301 can be realized by the processor 310 in the relay server 300. The communication unit 302 has a function of connecting the communication device 100 to the network N1. The communication unit 302 can be realized by the communication I / F 340 in the relay server 300.

[0038] The control unit 301 receives vehicle information along with request information from the communication device 100 via the communication unit 302. The control unit 301 infers the content of the call desired by the user based on the learning model and the vehicle information. The control unit 301 may, for example, infer the category of the content of the call desired by the user. The control unit 301 inputs the vehicle information into the learning model and obtains the content of the call inferred to be desired by the user as an output. Here, the learning model is a model that has learned the relationship between the content of interactions corresponding to multiple users, the status of the vehicles corresponding to the multiple users, and the content of subsequent calls. Furthermore, the content of interactions corresponding to the multiple users is the content of interactions that occurred between the multiple users and the in-vehicle devices installed in the multiple users' vehicles before the multiple users requested to start calls with an operator. Furthermore, the status of the vehicles corresponding to the multiple users is the status of the vehicles of the multiple users before the multiple users requested to start calls with an operator. Here, the control unit 301 generates the learning model based on the performance information stored in the performance information DB 303.

[0039] 4 is a diagram showing an example of a table configuration of performance information stored in performance information DB 303. Performance information DB 303 has a function of storing performance information. Performance information DB 303 can be realized by auxiliary storage unit 330 in relay server 300. Performance information is stored in a plurality of The information is about the relationship between the content of the interaction corresponding to the user, the status of the vehicle corresponding to the multiple users, and the content of the subsequent calls desired by the multiple users.

[0040] As shown in FIG. 4, the performance information has a communication device ID field, an interaction field, a vehicle status field, and a call content field. The communication device ID field stores an identifier (communication device ID) for identifying the communication device installed in each user's vehicle. The interaction field stores information about the content of the interaction that occurred between a user of a communication device corresponding to the communication device ID and an in-vehicle device installed in the user's vehicle before the user of the communication device corresponding to the communication device ID requests to start a call with an operator. The vehicle status field stores information about the status of the vehicle before the user of the communication device corresponding to the communication device ID requests to start a call with an operator. The call content field stores information about the content of the call that the user of the communication device corresponding to the communication device ID actually had with an operator. The call content field stores, for example, information about the category of the content of the call that the user of the communication device corresponding to the communication device ID actually had with an operator.

[0041] The control unit 301 receives vehicle information from the communication device 100 corresponding to the communication device ID via the communication unit 302 at the timing when a call request is received from the communication device 100. Furthermore, the control unit 301 receives information about the content of the actual call made between the user of the communication device corresponding to the communication device ID and the operator from the operator terminal 200 via the communication unit 302 at the timing when the call ends. Then, the control unit 301 stores the information about the content of the actual call received from the operator terminal 200 in the call content field.

[0042] As shown in Fig. 4, the performance information is information about the relationship between the content of interactions with multiple users, the status of the vehicle corresponding to the multiple users, and the content of subsequent calls with the multiple users. Therefore, the control unit 301 can generate a learning model based on the performance information. The control unit 301 can use any method to generate a learning model based on the performance information.

[0043] The control unit 301 identifies a specific operator from among a plurality of operators based on the content of the call desired by the user, which is inferred based on the vehicle information and the learning model, and the operator information stored in the operator information DB 304. The operator information DB 304 is realized by the auxiliary storage unit 330 in the relay server 300. Figure 5 is a diagram showing an example of a table configuration of the operator information stored in the operator information DB 304.

[0044] As shown in FIG. 5, the operator information has an operator ID field, a call content field, and a connection destination field. The operator ID field stores an identifier (operator ID) for identifying an operator. The call content field stores information indicating the content of a call (call content) associated with an operator corresponding to the operator ID. The call content field may store information indicating the content (category) of a call (guidance) for which the operator corresponding to the operator ID has knowledge at a predetermined level or higher. The call content field stores information input by an administrator or the like of multiple operators. The connection destination field includes the address of the operator terminal 200, which is required when the relay server 300 starts a connection between the communication device 100 and the operator terminal 200.

[0045] The control unit 301 determines a specific operator based on the content of the call that is inferred to be desired by the user and the operator information stored in the operator information DB 304. Specifically, the control unit 301 determines the category of the content of the call that is inferred to be desired by the user and the operator information stored in the operator information DB 304. An operator whose category of call content matches the category stored in the call content field of the operator information is determined as the specific operator. At this time, if there are multiple operators whose call content that the user presumes to be desired matches the call content stored in the call content field of the operator information, the specific operator may be determined randomly from these operators.

[0046] The control unit 301 starts a call connection between the call device 100 and the operator terminal 200 based on the address of the call device 100 included in the request information and the address of the operator terminal 200 of the specific operator stored in the connection destination field of the operator information. This allows the user to make a call with the specific operator.

[0047] The control unit 301 receives report information from the operator terminal 200 via the communication unit 302. Here, the report information is information including information indicating the content of an actual call made between a user and a specific operator. The control unit 301 updates the performance information held in the performance information DB 303. Specifically, the control unit 301 acquires information regarding the content of the interaction between the user and the in-vehicle device 110 and information regarding the vehicle status of the vehicle 10, which are included in the vehicle information. The control unit 301 stores this information in an interaction field and a vehicle status field in the performance information. Furthermore, the control unit 301 stores information indicating the content of an actual call made between the user and a specific operator, which is included in the report information, in a call content field in the performance information.

[0048] The control unit 301 generates (regenerates) a learning model based on the updated performance information. This allows the learning model to be generated based on the latest performance information. As a result, a more accurate learning model can be generated, and the content of the call desired by the user can be predicted with high accuracy.

[0049] (Information processing flow) Next, the flow of information processing in the call system 1 will be described with reference to Fig. 6. Fig. 6 is a sequence diagram showing the flow of information processing in the call system 1. The processes executed by the call device 100, the operator terminal 200, and the relay server 300 are executed by the control unit 101, the control unit of the operator terminal 200, and the control unit 301, respectively.

[0050] In the communication system 1, first, the communication device 100 outputs request information (S11). Also, the communication device 100 acquires vehicle information from the vehicle information DB 105 (S12). Then, the communication device 100 transmits the request information and the vehicle information to the relay server 300 (S13).

[0051] The relay server 300 infers the content of the call desired by the user based on the vehicle information and the learning model (S14). Next, the relay server 300 determines a specific operator based on the content of the call inferred as desired by the user and the operator information held in the operator information DB 304 (S15). Then, the relay server 300 starts a connection between the communication device 100 and the operator terminal 200 (S16). This enables communication for the call between the communication device 100 and the operator terminal 200, and allows the user to talk with the specific operator.

[0052] The operator terminal 200 transmits the report information to the relay server 300 (S17). Here, the specific operator inputs information on the content (category) of the call to the operator terminal 200 during or after the call with the user, and the operator terminal 200 generates the report information based on this. Then, the operator terminal 200 transmits the report information to the relay server 300.

[0053] The relay server 300 updates the performance information based on the vehicle information received from the communication device 100 and the report information received from the operator terminal 200 (S18). Then, the relay server 300 generates (regenerates) a learning model based on the updated performance information. Note that the relay server 300 does not have to generate a learning model immediately after updating the performance information. The relay server 300 may generate a learning model at a predetermined timing. Here, the predetermined timing is, for example, a predetermined timing. The predetermined timing may also be, for example, a timing when an administrator of the relay server 300 causes regeneration of the learning model. The predetermined timing may also be, for example, a timing when the performance information has been updated a predetermined number of times.

[0054] As described above, the call system 1 allows a user to call a specific operator when they need to talk to an operator. This allows the user to talk to a specific operator who is familiar with the content of the desired call. As a result, the quality of guidance provided to the user can be improved.

[0055] (Variation 1) In this embodiment, the vehicle information includes information indicating the content of the interaction that occurred between the user and the in-vehicle device 110 before the user made a call request, and information indicating the status of the vehicle 10 before the user made a call request. However, the vehicle information may include only one of these two pieces of information. In this case, the relay server 300 infers the content of the call desired by the user based on a learning model that has learned the relationship between either the content of the interactions corresponding to multiple users or the status of the vehicle corresponding to multiple users, and the content of subsequent calls with multiple users. This also allows the relay server 300 to determine a specific operator, thereby improving the quality of guidance provided to the user.

[0056] (Variation 2) In this embodiment, the information about the status of the vehicle 10 includes information about the current location of the vehicle 10. The information about the status of the vehicle 10 also includes information about whether the vehicle 10 is moving. However, the information about the status of the vehicle 10 may include information other than these two pieces of information. Here, there is a case where the user has only a short history of using the vehicle 10. In this case, it is assumed that the user wishes to make a call to receive guidance on how to use the vehicle 10. Therefore, the information about the status of the vehicle 10 may include information about the user's history of using the vehicle 10.

[0057] (Variation 3) In this embodiment, the relay server 300 infers the content of the user's desired call based on a learning model. However, the relay server 300 does not necessarily have to infer the content of the user's desired call based on a learning model. The relay server 300 may infer that the user desires a specific call content when the vehicle information indicates that a specific interaction has occurred between the user and the in-vehicle device 110. The relay server 300 may also infer that the user desires a specific call content when the vehicle information includes information indicating that the vehicle 10 is in a specific situation. For example, if the vehicle information includes information indicating that the in-vehicle device 110 is operating a car navigation system, the relay server 300 infers that the user desires guidance on how to operate the car navigation system. For example, if the vehicle information indicates that the vehicle 10 is stopped, the relay server 300 infers that the user desires guidance on information about nearby facilities. This also allows the relay server 300 to determine a specific operator, thereby improving the quality of guidance provided to the user.

[0058] <Other embodiments> The above-described embodiment is merely an example, and the present disclosure may be modified as appropriate within the scope of the present disclosure. Furthermore, the processes and means described in the present disclosure may be freely combined and implemented as long as no technical contradiction occurs.

[0059] Furthermore, a process described as being performed by one device may be shared and executed by multiple devices. Alternatively, a process described as being performed by different devices may be executed by a single device. In a computer system, the hardware configuration (server configuration) by which each function is realized can be flexibly changed.

[0060] The present disclosure can also be realized by providing a computer program implementing the functions described in the above embodiments to a computer, and having one or more processors in the computer read and execute the program. Such a computer program may be provided to the computer via a non-transitory computer-readable storage medium connectable to the computer's system bus or via a network. Non-transitory computer-readable storage media include any type of medium suitable for storing electronic instructions, such as a magnetic disk (e.g., a floppy disk or a hard disk drive (HDD)), an optical disk (e.g., a CD-ROM, a DVD disk, or a Blu-ray disk), a read-only memory (ROM), a random-access memory (RAM), an EPROM, an EEPROM, a magnetic card, a flash memory, or an optical card. [Explanation of symbols]

[0061] 1. Call system 10. Vehicle 100...Telephone device 101 Control unit 102 In-vehicle communication unit 103 External communication unit 104...Telephone section 105 Vehicle Information DB 110...In-vehicle equipment 200 Operator terminal 300 Relay Server 301 Control Unit 302··Communications Department 303··Performance Information DB 304··Operator Information DB

Claims

1. receiving information indicating that a specific user in a specific vehicle has requested to start a call with an operator, and specific information including at least one of information about the content of an interaction that occurred between the specific user and a specific device mounted on the specific vehicle before the specific user made the call request and information about the status of the specific vehicle before the specific user made the call request; Inferring the content of a call desired by the specific user based on the specific information; determining a specific operator associated with the estimated content of the call from a plurality of operators; connecting a first device for the specific user to make a call with the specific operator and a second device for the specific operator to make a call with the specific user; a control unit that executes the The control unit a learning model that has learned the relationship between at least one of the contents of interactions that occurred between the plurality of users and devices installed in the vehicles of the plurality of users before the plurality of users requested the start of a call with the operator and the status of the vehicles of the plurality of users before the plurality of users requested the start of a call with the operator, and the contents of the call that was made thereafter, and the specific information, and the content of the call that the specific user desires is predicted; Information processing device.

2. a storage unit that stores performance information indicating a relationship between at least one of the content of the interactions corresponding to the plurality of users and the status of the vehicles corresponding to the plurality of users, and the content of actual calls made by the plurality of users; The control unit updating the performance information based on at least one of the content of the interaction corresponding to the specific user and the status of the specific vehicle corresponding to the specific user, and the content of an actual call made between the specific user and the specific operator; generating the learning model based on the updated performance information; Further implementation of The information processing device according to claim 1 .

3. the information about the content of the interaction that has occurred between the specific user and the specific device includes at least one of information about an operation of the specific user on the specific device or information about the content of information output by the specific device to the specific user; 3. The information processing device according to claim 1.

4. The information about the status of the specific vehicle includes at least one of information about the current location of the specific vehicle, information about whether the specific vehicle is moving, or information about the usage history of the specific vehicle by the specific user.

3. The information processing device according to claim 1.

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