Information processing device, 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 device, an information processing method, a program, and a management system. [Background technology]

[0002] Various systems have been proposed for managing orders received from users at accommodation facilities, such as hotel room service. For example, Patent Document 1 discloses a hotel order processing system that receives service orders and time inputs from users at user terminals installed in hotel rooms, and manages the orders by time slot so that the orders are provided within the time set by the users. [Prior art documents] [Patent documents]

[0003] [Patent Document 1] Japanese Patent Application Laid-Open No. 2004-295282 Summary of the Invention [Problem to be solved by the invention]

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

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

[0006] An information processing device according to one aspect includes a display control unit that displays the types of services that can be provided to a user on a display unit of a user interface installed in a room of a facility where the user is staying; a reception unit that receives a selection input of the type of service from the user via the user interface; an acquisition unit that acquires user information about the user staying in the room corresponding to the user interface that received the input; and a determination unit that determines the priority of multiple services of the selected type based on the user information, and the display control unit displays the services on the display unit according to the determined priority. [Effects of the Invention]

[0007] In one aspect, when a user stays at a facility, services provided by the facility can be presented in an appropriate manner. [Brief explanation of the drawings]

[0008] [Figure 1] FIG. 1 is a schematic diagram illustrating an example of the configuration of a guest room management system. [Figure 2] FIG. 2 is a block diagram illustrating an example of the configuration of a server. [Figure 3] FIG. 1 is an explanatory diagram showing an example of the record layout of a guest room DB, a question DB, a service DB, a request DB, and an accommodation management DB. [Figure 4] FIG. 2 is a block diagram showing an example of the configuration of a speaker. [Figure 5] FIG. 2 is a block diagram illustrating an example of the configuration of a terminal. [Figure 6A] FIG. 10 is an explanatory diagram showing an example of a display screen of a speaker. [Figure 6B] FIG. 10 is an explanatory diagram showing an example of a display screen of a speaker. [Figure 6C] FIG. 10 is an explanatory diagram showing an example of a display screen of a speaker. [Figure 6D] FIG. 10 is an explanatory diagram showing an example of a display screen of a speaker. [Figure 6E] FIG. 10 is an explanatory diagram showing an example of a display screen of a speaker. [Figure 6F]FIG. 10 is an explanatory diagram showing an example of a display screen of a speaker. [Figure 7] FIG. 10 is an explanatory diagram illustrating an example of a request list screen. [Figure 8] FIG. 10 is an explanatory diagram showing a request list screen when a request is added. [Figure 9] FIG. 10 is an explanatory diagram showing an example of a guest room list screen. [Figure 10] FIG. 10 is an explanatory diagram showing an example of an analysis result screen. [Figure 11] 10 is a flowchart showing the procedure of a request reception process. [Figure 12] 10 is a flowchart illustrating a procedure for a request management process. DETAILED DESCRIPTION OF THE INVENTION

[0009] The present invention will be described in detail below with reference to the drawings showing embodiments thereof. (Embodiment) FIG. 1 is a schematic diagram showing an example of the configuration of a guest room management system. In this embodiment, a guest room management system that receives service requests (hereinafter referred to as "requests") from users staying in guest rooms in hotels, private lodgings, etc. is 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 this embodiment, the description will be given taking lodging facilities such as hotels and private lodgings as examples, but the present system may also be applied to a nursing care facility, for example, to accept requests from users staying in rooms at the nursing care facility. In other words, the target facility may be any facility where users stay, and is not limited to lodging facilities for tourists.

[0011] Furthermore, services that accept requests include not only those provided via human staff at the accommodation facility, such as room service, but also those provided via speaker 2 or the like without the involvement of staff, such as "questions" described below. In the following, where necessary, requests for the former (services provided via staff) will be referred to as "orders" to distinguish them from requests for the latter (services not provided via staff). Furthermore, services may be the provision of goods, whether analog or digital, or may be provided via electronic media.

[0012] The information processing device 1 is an information processing device capable of various information processing and sending and receiving information, such as a server computer or a personal computer. In this embodiment, the information processing device 1 is assumed to be a server computer, and for simplicity, will be referred to as server 1 below. The server 1 accepts requests for various services (e.g., amenities and room service) from users staying in guest rooms and manages information on the requests.

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

[0014] In this embodiment, an AI speaker is used as an example, and therefore the description will be given taking voice input and output as an example. However, the input and output means by the user interface is not limited to voice input and output means, but may be input and output means in which characters are input from a screen (touch panel) or keyboard, etc., and the characters are output on a screen. For example, it may be a television-type terminal equipped with such input and output functions, or a system in which a television and an AI speaker are connected. Furthermore, the input and output means is not limited to voice and a screen, but may be, for example, a means for inputting characters using electroencephalograms, an input means using gestures, an input means using myoelectric potential, etc. In other words, the present invention is not limited to the form of the device, the input There is no limitation on the means.

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

[0016] The management server 4 is a server computer for managing the operations of accommodation facilities, and is, for example, a server computer related to a PMS (Property Management System). A PMS is a system that centrally manages accommodation facility reservation management, payment settlement, room management, and customer information management, and is installed, for example, for each accommodation facility or for each group of multiple accommodation facilities (for example, a hotel chain). The management server 4 records various information including customer information in an accommodation management DB 401, and the server 1 obtains user attribute information and the like from the management server 4.

[0017] The server 1 and the management server 4 may be integrated into a single computer, and the server 1 may also perform the business management of the accommodation facility in an integrated manner.

[0018] 2 is a block diagram showing an example of the configuration of the server 1. The server 1 includes a control unit 11, a main memory unit 12, a communication unit 13, and an auxiliary memory unit . The control unit 11 has one or more arithmetic processing devices such as a central processing unit (CPU), a micro-processing unit (MPU), a graphics processing unit (GPU), etc., and performs various information processing, control processing, etc. by reading and executing a program P stored in the auxiliary storage unit 14. The main storage unit 12 includes a static random access memory (SRAM), a DR It is a temporary storage area such as AM (Dynamic Random Access Memory) or flash memory, and temporarily stores data required 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 a program P and other data required 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 about guest rooms in which the speakers 2 are installed. The question DB 142 is a database that stores questions received from users via the speakers 2 and answers to those questions. The service DB 143 is a database that stores information about services that can be ordered (requested) at accommodation facilities. The request DB 144 is a database that stores a history of requests received from users.

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

[0021] Furthermore, in this embodiment, the server 1 is not limited to the above configuration, and may include, for example, an input unit that accepts operation input, a display unit that displays images, etc. The server 1 may also include 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 may read and execute the program P from the portable storage medium 1a. Alternatively, the server 1 may read the program P from a semiconductor memory 1b.

[0022] FIG. 3 is an explanatory diagram showing an example of the record layout 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 a facility ID for identifying each accommodation facility affiliated with this system. The room number column, speaker ID column, and status column each 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, whether the request has been handled, whether the guest room is being cleaned, whether a user is staying in the guest room, etc.).

[0023] The question DB 142 includes a question string and an answer string. The question string stores questions received from the user via the speaker 2. The answer string stores 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 users. The service column and fee column store the services included in the category and the usage fee, respectively, in association with the category. Note that the services provided at accommodation facilities may be free of charge.

[0025] The request DB 144 includes a date and time column, a facility column, a room number, a user column, a request column, a fee 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, facility column, room number, user column, request column, fee column, staff column, and status column each 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 (name and quantity of the service), the usage fee, the name of the staff member who handled the request, and the status of the request (response status).

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

[0027] 4 is a block diagram showing an example configuration of the speaker 2. The speaker 2 includes a control unit 21, a main memory unit 22, an auxiliary memory 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 unit such as a CPU, and performs various information processing, control processing, etc. by reading and executing programs stored in the auxiliary storage unit 23. The main storage unit 22 is a temporary storage area such as RAM, and temporarily stores data necessary for the control unit 21 to execute arithmetic processing. The auxiliary storage unit 23 is a non-volatile storage area such as ROM (Read-Only Memory), and stores programs 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 audio output unit 25 is a speaker that outputs audio, and outputs audio provided by the control unit 21. The audio input unit 26 is a microphone that collects audio, and accepts audio input. The display unit 27 is a display screen such as a liquid crystal display, and displays an image provided by the control unit 21. The input unit 28 is an operation interface such as a touch panel or physical buttons, and accepts operation input. The imaging unit 29 is an imaging element such as a CMOS (Complementary MOS) sensor. The camera is equipped with a sensor and captures images.

[0029] 5 is a block diagram showing an example of the configuration of the terminal 3. The terminal 3 includes a control unit 31, a main memory unit 32, an auxiliary memory unit 33, a communication unit , a display unit , and an input unit . The control unit 31 has an arithmetic processing unit such as a CPU, and performs various information processing, control processing, etc. by reading and executing programs stored in the auxiliary memory unit 33. The main memory unit 32 is a temporary storage area such as RAM, and temporarily stores data necessary for the control unit 31 to execute arithmetic processing. The auxiliary memory unit 33 is a non-volatile storage area such as ROM, and stores programs and other data necessary for the control unit 31 to execute processing. The communication unit 34 is a communication module for performing communication-related processing, and sends and receives information to and from the outside. The display unit 35 is a display screen such as an LCD display, and displays images provided by the control unit 31. The input unit 36 ​​is an operation interface such as a touch panel or physical buttons, and accepts operation input.

[0030] 6A to 6F are explanatory diagrams showing example display screens of the speaker 2. The speaker 2 may receive requests only through audio input and output, but in this embodiment, it is also possible to display a screen and operate the display screen to assist the user and enable the request to be made quickly and accurately. FIGS. 6A to 6F show example screens displayed on the display unit 27 of the speaker 2. The speaker 2 communicates with the server 1 sequentially and displays each of the screens in FIGS. 6A to 6F to receive requests. The processing contents when the speaker 2 receives a request will be described based on FIGS. 6A to 6F.

[0031] For example, when the speaker 2 receives a voice input of a predetermined wake word or a touch operation on the screen, the speaker 2 starts up and displays the screen of FIG. 6A. This screen is a display screen that displays a list of types of services for which the speaker 2 accepts requests. In this embodiment, "Question" ("FAQ" in FIG. 6A) is displayed as one type of service, and "Order" ("ORDER" in FIG. 6A) is displayed for ordering (requesting) other services.

[0032] The speaker 2 accepts input for selecting the type (category) of service to be used by touching an object displayed on the display screen. The speaker 2 may also accept input by operating a physical button. The speaker 2 may also accept input by voice rather than manual operation. The same applies to the subsequent processes.

[0033] When "Question" is selected, the speaker 2 transitions to the screen shown in Fig. 6B, which displays a list of questions stored in the question DB 142, i.e., questions that can be answered by the user. The speaker 2 then accepts a selection input, such as by touching the display screen, to select a question to be answered from the multiple questions displayed in the list. When a question input is accepted, the speaker 2 transitions to the screen shown in Fig. 6C, which displays the answer to the question.

[0034] Note that the speaker 2 may be configured to accept input of and answer any question, in addition to questions set as defaults in the question DB 142. For example, the speaker 2 may accept voice input of any question from the user when the screen of Fig. 6B is displayed, convert the input question into text, enter the text into an external search engine, and display the search results as answers on the speaker 2 or output them as voice. In this way, the speaker 2 may be capable of inputting and outputting not only questions and answers prepared in advance, but also other questions and answers.

[0035] In addition, in this embodiment, the above-mentioned "Question" is cited as an example of a service provided without the intervention of staff, but the input and output of questions and answers is one example and is not limited to this. For example, in response to a request from a user, 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.

[0036] When "Order" is selected on the screen of FIG. 6A, Speaker 2 transitions to the screen of FIG. 6D, and A list of other service types is displayed. The services displayed on the screen of Fig. 6D are services provided by staff at accommodation facilities, either for a fee or free of charge. Speaker 2 displays the types of services that can be provided by room service, etc. on the screen of Fig. 6D and accepts 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 shown in Fig. 6E and displays the selected type of service. In the example of Fig. 6E, because "Tea" was selected on the screen of Fig. 6D, beverages available for room service are displayed. 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 about 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 later), or a usage history of services the user has used at the accommodation facility in the past. 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 displays each service on the speaker 2 according to the determined priority.

[0039] Specifically, the server 1 identifies the user's guest room by referring to the guest room DB 141 based on the speaker ID (identifier) ​​of the speaker 2 that accepts the request input. The server 1 then requests the management server 4 to output attribute information of the user staying in that guest room, and acquires the user's attribute information stored in the accommodation management DB 401 as user information. The attribute information may be, for example, the user's age, sex, nationality, etc., but the content of the attribute information is not particularly limited as long as it is information that represents the user's attributes.

[0040] The server 1 determines the priority of each service based on the acquired user attribute information. Specifically, the server 1 determines the priority of each service and displays the services with the highest priority on the speaker 2 in descending order. There are no particular limitations on the method for determining the priority, but for example, the server 1 may refer to the request history (service usage history) of each user stored in the request DB 144 and extract services that are frequently requested by other users whose attribute information is similar to that of the user by collaborative filtering or the like. Alternatively, the server 1 may create a table of calculation methods for priority according to age, gender, etc., and calculate the priority by referring to the table.

[0041] For example, the server 1 may decide whether to display or hide each service, rather than deciding the priority order. In this way, the server 1 only needs to be able to decide which of the services should be presented with priority, and the specific method of decision and the display mode are not particularly limited.

[0042] Furthermore, when determining the priority, the server 1 may determine the priority by referring to user information other than the attribute information. For example, the server 1 determines the priority based on the user's behavior history in the guest room. The behavior history may include, for example, television programs watched by the user in the guest room, words searched on the Internet (search queries), and the time set for a wake-up call, and is information that can be acquired from various electronic devices installed in the guest room, such as a television receiver, a personal computer, and a telephone. In addition to the user's attribute information, the server 1 may also determine the priority based on information acquired from various electronic devices, i.e., behavior history information indicating the user's behavior history in the guest room. This allows the priority to be determined by more accurately reflecting the user's preferences.

[0043] In addition, the above "questions" are prioritized based on user information, and each question is The display order may be changed.

[0044] The server 1 displays each service of the type selected by the user on the speaker 2 in accordance with the determined priority order. The speaker 2 accepts a selection input to select one of the displayed services. The speaker 2 then transitions to the screen shown in FIG. 6F, where the user is prompted to enter the number of services to be ordered and confirm the request.

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

[0046] Fig. 7 is an explanatory diagram showing an example of a request list screen. Fig. 7 shows an example of the display of a management screen when terminal 3 displays a list of requests received from users of each guest room. The processing content when information about each guest room is displayed on terminal 3 will be described with reference to Fig. 7.

[0047] Terminal 3 communicates with server 1 in response to operational input from staff, and displays the request list screen shown in Figure 7. For example, on the request list screen, the menu bar on the left side displays the floor number of each floor of the accommodation facility and the number of requests on each floor. Terminal 3 accepts input specifying the floor displayed on the menu bar, and displays a list of requests from each guest room on the specified floor on the right side of the screen.

[0048] For example, for each request, the terminal 3 displays the name of the requested service, the room number, the date and time the request was received, etc. The terminal 3 also displays a status 71 indicating the response status of the request. In this embodiment, the response status of a request is classified into three stages: "not yet responded to," "being responded to," and "responded to." Requests that are "not yet responded to" and "being responded to" are displayed in the upper section of the screen, and requests that are "responded to" are displayed in the lower section of the screen.

[0049] Furthermore, the terminal 3 displays a change button 72 corresponding to each request. The terminal 3 changes the response status (status 71) of the request in response to an operation input to the change button 72, updating it from "not being responded to" to "being responded to" and then to "responded to." Specifically, when the change button 72 is tapped once, the status 71 is updated from "not being responded to" to "being responded to," and the name of the staff member 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 "being responded to" to "responded to," and the request is moved to the bottom of the screen.

[0050] Additionally, the terminal 3 accepts inputs on the screen such as modifying the request (for example, modifying the quantity) or deleting the request.

[0051] Furthermore, the terminal 3 accepts additional input of a request in response to an operational input to the add button 73. FIG. 8 is an explanatory diagram showing the request list screen when a request is added. When an operational input to the add button 73 is accepted, the terminal 3 displays a pop-up screen and accepts input of the user's guest room number, the type of service (or content), the service name, and the quantity. When various information of the request is entered, the information of the request is stored in the request DB 144 and added to the request list screen. This makes it possible to add a request on the same screen as the list screen of requests accepted by the speaker 2, for example, even when accepting a request from a user by telephone or verbally.

[0052] For example, when the server 1 displays a list of services in a pull-down menu on the pop-up screen of FIG. 8 in the same way as when the server 1 displays the list on the speaker 2, the server 1 may display a priority list according to the attribute information of the user. The services may be displayed in order of priority, so that when a staff member receives a request from a user by telephone 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. Fig. 8 explained the management screen that displays a list of requests received from each guest room. Fig. 9 shows an example of the management screen display when displaying a list of the status of each guest room, including the response status of the request.

[0054] The guest room list screen displays a list of each guest room according to floor and room number, as well as the status of each guest room. The status of a guest room may be, for example, whether a request has not yet been fulfilled, whether cleaning is in progress, whether a user (guest) is staying in the room, whether cleaning of the room has been completed and preparation is complete, etc. Note that the information displayed on the guest room list screen may be any information that appropriately represents the status of the guest rooms, and the content is not limited to the content exemplified in FIG. 9.

[0055] The server 1 refers to the guest room DB 141 and displays a list of the status of each guest room on the terminal 3. For example, the terminal 3 displays each guest room in a color corresponding to the status of the room, and also displays text such as "Request" or "Cleaning in Progress" to indicate the status of the room. For convenience, the color-coded display is illustrated in FIG. 9 using hatching. Furthermore, if there is an unprocessed request, the terminal 3 displays an icon indicating an alert in association with the guest room. This allows staff to quickly respond to requests from users.

[0056] When the terminal 3 receives a tap operation to designate a guest room on the guest room list screen, it displays a pop-up screen (not shown) and receives an operation input to change (update) the status of the guest room. When the terminal 3 receives an input to change the status of the guest room, it updates the status of the guest room stored in the guest room DB 141. In addition, the terminal 3 displays a notification 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] 10 is an explanatory diagram showing an example of a request analysis screen. In response to a request from the terminal 3, the server 1 analyzes the history of requests (service usage history) received from users of each guest room, generates the request analysis screen shown in FIG. 10, and outputs it to the terminal 3.

[0058] The request analysis screen includes a period specification field 101, an access count graph 102, a user count graph 103, a category-specific graph 104, and a reduction amount display field 105. The server 1 refers to the request history for the period specified in the period specification field 101 from the request DB 144, and analyzes the usage trends of the service.

[0059] For example, the server 1 tally up the number of accesses to the speaker 2 during a specified period by date, and generates an access count graph 102. The server 1 also tally up the number of users (number of unique users) who made requests during the specified period by date and by nationality (for example, Japanese or foreign), and generates a user count graph 103. The server 1 also tally up the services requested during the specified period by category (type), and generates a category-by-category graph 104. The server 1 displays each of the generated graphs on the request analysis screen.

[0060] Furthermore, the server 1 calculates the cost reduction amount achieved by introducing this system (speaker 2) based on the number of requests received via speaker 2, and displays this amount on the request analysis screen. The cost reduction amount is an estimated amount of labor costs and other expenses reduced by the automatic response by speaker 2, and represents the cost reduction effect due to the reduction in staff workload.

[0061] For example, the server 1 may store the average call time required to provide a service by answering the phone and the hourly wage information of the staff who answer the phone (for example, the average hourly wage of the prefecture where the accommodation facility is located). The server 1 stores parameters used to calculate the cost reduction amount for each of the average call duration and hourly wage information for answering calls, and calculates the cost reduction amount using the parameters. The server 1 refers to the request DB 144 to count the number of requests for the period specified in the period specification field 101, and calculates the cost reduction amount by multiplying the counted number of requests by the average call duration and hourly wage.

[0062] For example, the server 1 may store different average call times for different types of services (for example, the average call time when accepting an amenity order, the average call time when accepting a room service order, etc.), and calculate the cost reduction amount by multiplying each type of average call time by the number of requests of the corresponding type. Also, for example, the server 1 may store different hourly wages 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. In this way, the specific method of calculating the cost reduction amount is not particularly limited.

[0063] The server 1 displays the calculated cost reduction amount in the reduction amount display field 105. This makes it possible to present the cost reduction effect obtained by introducing the speaker 2 to the accommodation facility.

[0064] As described above, according to this embodiment, the priority of each service is determined based on the user's attribute information, and is displayed on the speaker 2, and requests are accepted. In addition, requests accepted from each guest room are managed on the display screen of the terminal 3. This allows users to make requests quickly and accurately, and accommodation facilities to respond to requests accurately.

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

[0066] Furthermore, the control unit 11 causes the speaker 2 to display a list showing the types of services that can be provided 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 input to the speaker 2 can be made possible by both operation input to the display screen (list) and voice input.

[0067] The control unit 11 determines whether or not "Question" was selected in step S13 (step S14). If it is determined that "Question" was selected (S13: YES), the control unit 11 refers to the question DB 142 and causes the speaker 2 to display a list of answerable questions (step S15). The control unit 11 accepts 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] If it is determined that "Order" has been selected (S18: YES), the control unit 11 displays the types of services to be provided via the staff, accepts the selection input, and displays each service of the selected type on the speaker 2 (step S19). The control unit 11 determines the priority of each service based on the user's attribute information (and behavior history information) acquired in S11, and displays each service according to the priority. For example, the control unit 11 determines the priority of each service and determines the display order of the services according to the determined priority. The control unit 11 receives a request (a 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, etc., and also adds (calculates) the usage fee for the requested service to the fee to be charged to the user, and stores the added fee in the request DB 144 (step S21). The control unit 11 then terminates the series of processes.

[0070] 12 is a flowchart showing the procedure of the request management process. The process contents when request information is displayed on the terminal 3 will be described with reference to FIG. The control unit 11 of the server 1 determines whether or not to display a request list screen (management screen) in response to an operation input on the terminal 3 (step S31). If it is determined that the request list screen should be displayed (S31: YES), the control unit 11 accepts a floor selection input (step S32). The control unit 11 refers to the request DB 144 and causes the terminal 3 to display a request list screen showing a list of the response status of requests received from each guest room on the selected floor (step S33). The control unit 11 accepts an operation input via the terminal 3 to change the response status of each request, and updates the response status (state) of the request stored in the request DB 144 (step S34). The control unit 11 then terminates the series of processes.

[0071] If it is determined that the request list screen should not be displayed (S31: NO), the control unit 11 determines whether or not to display a guest room list screen (management screen) (step S35). If it is determined that the guest room list screen should be displayed (S35: YES), the control unit 11 causes the terminal 3 to display a guest room list screen showing a list of the status of each guest room in the accommodation facility (step S36). The guest room status displayed in step S36 includes information such as the request response status, whether the room is being cleaned, whether a user is staying in the room, etc. The control unit 11 displays the status of each guest room in a list, and if a request has not been responded to, displays an alert icon associated with the room. The control unit 11 accepts an operation input to change the guest room status and updates the guest room status stored in the guest room DB 141 (step S37). The control unit 11 ends the series of processes.

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

[0073] When it is determined that the request analysis screen should be displayed (S38: YES), the control unit 11 analyzes the usage trends of the service (step S39) based on the request history (service usage history) stored in the request DB 144. For example, the control unit 11 tally up the number of accesses to the speaker 2, the number of users who have made requests, the number of requests by category, etc.

[0074] The control unit 11 also calculates the cost reduction amount due to the introduction of the speaker 2 (user interface) based on the number of services requested via the speaker 2 (step S40). For example, the control unit 11 calculates the cost reduction amount by multiplying the number of requests by the average call time required to provide a service by answering the phone and the hourly wage information of the staff answering the phone. The control unit 11 displays the analysis results of step S39 and the cost reduction amount calculated in step S40 on the terminal 3 (step S41). The control unit 11 then ends the series of processes.

[0075] As described above, according to this embodiment, each service is displayed with a priority level according to the user's attribute information, allowing the user to make a request in an appropriate manner.

[0076] Furthermore, according to this embodiment, a user interface (speaker 2) equipped with a screen display function and a voice input / output function is used to enable requests to be made by both operation input to the display screen (object) and voice input, thereby enabling the user to make requests more quickly and accurately.

[0077] Furthermore, according to this embodiment, the request list screen shows staff whether or not a request has been completed (provided), and the staff can update whether or not the request has been completed on the screen, thereby making the work of the staff more efficient.

[0078] Furthermore, according to this embodiment, it is possible to present the cost reduction effect of introducing the speaker 2 to the accommodation facility.

[0079] Furthermore, according to this embodiment, the usage status (usage trends) of speaker 2, such as the number of accesses to speaker 2, the number of users who made requests using speaker 2, and the number of requests by category, can be presented to the accommodation facility.

[0080] Furthermore, according to this embodiment, the priority of services can be determined more appropriately by also referring to the user's behavior history in the guest room.

[0081] The embodiments disclosed herein are illustrative in all respects and should not be considered limiting. The scope of the present invention is defined by the claims, not by the above meaning, and is intended to include all modifications within the meaning and scope of the claims. [Explanation of symbols]

[0082] 1. Server (information processing device) P Program 141 guest room database 142 Question DB 143 Service Database 144 Request DB 2 speakers 3. Terminal 4 Management Server 401 Accommodation Management DB

Claims

1. a reception unit that receives, via a user interface, a request from the user to use a service that provides an item to a room in a facility where the user is staying; a storage unit that stores the services requested by the users staying in each room in association with each room of the facility and the status of the provision of the services; an output unit that outputs a management screen that displays a list of the response statuses corresponding to each room in the facility to a terminal device of a staff member of the facility; an update unit that accepts an input to change the response status via the management screen and updates the response status; Equipped with When the update unit updates the response status from not yet handled to being handled, the output unit outputs the management screen that displays, in association with the response status updated to being handled, information identifying a staff member who will handle the service and a button that accepts an input to change the response status from being handled to handled.

1. An information processing device comprising:

2. A display control unit that displays the type of service on a display unit of the user interface, the reception unit receives a selection input of the type of service from the user via the user interface; an acquisition unit that acquires attribute information of the user staying in the room corresponding to the user interface that has received the input and / or behavior history information indicating a behavior history in the room; a determination unit that determines a priority level indicating a degree to which each of the plurality of services of the selected type should be presented to the user with priority based on attribute information and / or behavior history information of the user, The display control unit displays the service on the display unit according to the determined priority level.

2. The information processing apparatus according to claim 1, wherein:

3. the user interface includes a display unit, an input unit that receives operation inputs to objects displayed on the display unit, and an audio input unit and an audio output unit that input and output audio; The receiving unit receives input by either operation input at the input unit or voice input at the voice input unit.

3. The information processing apparatus according to claim 1, wherein the information processing apparatus is a computer.

4. The content of the service displayed on the management screen is the name of the item to be delivered to the room where the user is staying.

4. The information processing device according to claim 1, wherein the information processing device is a computer.

5. receiving, via a user interface, a request from the user to use a service for providing an item to a room at a facility where the user is staying; storing the services requested by the users staying in each room and the response status of the services in association with each room of the facility in a storage unit; outputting a management screen displaying a list of the response statuses corresponding to each room in the facility to a terminal device of a staff member of the facility; accepting an input to change the response status via the management screen and updating the response status; When the response status is updated from not yet responded to to being responded to, the management screen that displays information identifying the staff member who will respond to the service in association with the response status updated to being responded to and a button for receiving an input to change the response status from being responded to to having responded is output to a terminal device of the staff member of the facility. An information processing method characterized in that the processing is executed by a computer.

6. receiving, via a user interface, a request from the user to use a service for providing an item to a room at a facility where the user is staying; storing the services requested by the users staying in each room and the response status of the services in association with each room of the facility in a storage unit; outputting a management screen displaying a list of the response statuses corresponding to each room in the facility to a terminal device of a staff member of the facility; accepting an input to change the response status via the management screen and updating the response status; When the response status is updated from not yet responded to to being responded to, the management screen that displays information identifying the staff member who will respond to the service in association with the response status updated to being responded to and a button for receiving an input to change the response status from being responded to to having responded is output to a terminal device of the staff member of the facility. A program that causes a computer to execute a process.

7. A management system having a user interface, a terminal device used by facility staff, and an information processing device communicatively connected to the user interface and the terminal device, The information processing device includes: a reception unit that receives, via the user interface, a request from the user to use a service for providing an item to a room in a facility where the user is staying; a storage unit that stores the services requested by the users staying in each room in association with each room of the facility and the status of the provision of the services; an output unit that outputs to the terminal device a management screen that displays a list of the response statuses corresponding to each room in the facility; an update unit that accepts an input to change the response status via the management screen and updates the response status; Equipped with When the update unit updates the response status from not yet handled to being handled, the output unit outputs the management screen that displays, in association with the response status updated to being handled, information identifying a staff member who will handle the service and a button that accepts an input to change the response status from being handled to handled. A management system characterized by:

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