Remote response support device, remote response support system, remote response support method, and remote response support program

Abstract

This remote response assistance device 60 comprises: a first position information acquisition unit 61 for acquiring position information 610 pertaining to a site 70; a second position information acquisition unit 62 for acquiring position information 620 pertaining to portable terminals 80; a specification unit 63 for specifying a portable terminal 80 that satisfies a prescribed criterion 630, from among a plurality of portable terminals 80, on the basis of the position information 610 pertaining to the site 70 and the position information 620 pertaining to portable terminals 80; and an output unit 64 for instructing the portable terminal 80 specified by the specification unit 63 to issue a response relating to the site 70. As a result of having this configuration, the remote response assistance device 60 makes it possible to rapidly respond at a location where an incident is occurring at a work site when remotely responding at the site.

Description

Technical Field

[0005]

[0001] The present invention relates to a remote response support device, a remote response support system, a remote response support method, and a recording medium storing a remote response support program.

Background Art

[0002] In order to realize a safe and secure society, technologies are expected that can quickly and accurately grasp incidents and accidents occurring in various places and provide appropriate responses.

[0003] As a technology related to such technologies, Patent Document 1 discloses a system in which a street terminal device that performs area monitoring, receives emergency contacts from residents, and provides information is installed at predetermined locations including in front of stations, on the streets, in parks, and at intersections in order to protect the safety and order of residents and support responses to residents. In this system, a police box terminal device that is connected to the street terminal device, monitors each operation of the street terminal device, and provides information by appropriately responding to the street terminal device according to the monitoring result is installed in a police box (police kiosk) that has jurisdiction over the area. And this system has a main office terminal device that comprehensively monitors each operation of the police box terminal device and appropriately responds to the police box terminal device according to the monitoring result.

[0004] Also, Patent Document 2 discloses a device for identifying a suspicious person, including cases where a suspicious person is acting pretending to be a harmless visitor. This device acquires motion information representing the motion of a person included in an image obtained by photographing a predetermined area (for example, inside a police box). This device derives a feature amount indicating that a person included in the image is performing abnormal behavior (for example, attacking a police officer) based on the acquired motion information. And this device notifies when it is suggested that a person included in the image is performing abnormal behavior based on the derived feature amount.

[0005] Furthermore, Patent Document 3 discloses a system that helps work managers efficiently create work shifts while flexibly responding to employees' work requests in workplaces where many employees are not necessarily required to work a fixed number of hours over a fixed period. This system focuses on the dates and times when work is impossible and assigns work dates and times accordingly. [Prior art documents] [Patent Documents]

[0006] [Patent Document 1] Japanese Patent Application Publication No. 04-021095 [Patent Document 2] Japanese Patent Publication No. 2021-135646 [Patent Document 3] Japanese Patent Publication No. 2017-134619 [Overview of the Initiative] [Problems that the invention aims to solve]

[0007] In various business fields, systems have been introduced to efficiently carry out tasks with limited human resources. These systems allow workers to remotely respond to visitors (customers, etc.) at business locations such as police boxes or stores, even when the workers in charge of the work are absent. However, in business environments where such systems are implemented, there is a problem in that workers cannot respond quickly on-site to incidents or accidents that occur at unmanned business locations. According to Patent Documents 1 to 3, it was not possible to solve the above-mentioned problem when responding to such business locations remotely.

[0008] The primary objective of this invention is to enable a rapid response at the site to events occurring at a business location when customer service is provided remotely. [Means for solving the problem]

[0009] A remote response support device according to one aspect of the present invention comprises: a first location information acquisition means for acquiring location information of a base; a second location information acquisition means for acquiring location information of a mobile terminal; an identification means for identifying a mobile terminal that meets predetermined criteria from among a plurality of mobile terminals based on the location information of the base and the location information of the mobile terminal; and an output means for instructing the mobile terminal identified by the identification means to respond to the base.

[0010] In addition to achieving the above objectives, a remote response support method according to one aspect of the present invention involves an information processing device that acquires location information of a base, acquires location information of a mobile terminal, identifies a mobile terminal that meets predetermined criteria from among a plurality of mobile terminals based on the location information of the base and the location information of the mobile terminal, and instructs the identified mobile terminal to respond to the base.

[0011] Furthermore, in order to achieve the above objectives, a remote response support program according to one aspect of the present invention causes a computer to execute a first location information acquisition process for acquiring location information of a base; a second location information acquisition process for acquiring location information of a mobile terminal; a selection process for identifying a mobile terminal that meets predetermined criteria from among a plurality of mobile terminals based on the location information of the base and the location information of the mobile terminal; and an output process for instructing the mobile terminal identified by the selection process to respond to the base.

[0012] Furthermore, the present invention can also be realized using a computer-readable, non-volatile recording medium on which the remote support program (computer program) is stored. [Effects of the Invention]

[0013] According to the present invention, when responding to business operations remotely, a remote response support device is obtained that enables a rapid response on-site to events occurring at a business location. [Brief explanation of the drawing]

[0014] [Figure 1]It is a block diagram showing the configuration of the remote response support system 1 according to the first embodiment of the present invention. [Figure 2] It is a flowchart showing the operation of the remote response support system 1 according to the first embodiment of the present invention. [Figure 3] It is a block diagram showing the configuration of the remote response support system 2 according to the second embodiment of the present invention. [Figure 4] It is a block diagram showing the configuration of the remote response support device 60 according to the third embodiment of the present invention. [Figure 5] It is a block diagram showing the configuration of the information processing device 900 capable of realizing the remote response support devices 10 and 60, and the plan setting device 50 according to each embodiment of the present invention.

Modes for Carrying Out the Invention

[0015] Hereinafter, embodiments of the present invention will be described in detail with reference to the drawings.

[0016] <First Embodiment> FIG. 1 is a block diagram showing the configuration of the remote response support system 1 according to the first embodiment of the present invention. The remote response support system 1 according to the present embodiment is a system that enables a police officer (an example of a worker) to remotely respond to a person who has visited a police box even when the police officer is absent at the police box (police substation) which is the base of the operation in police work.

[0017] The remote response support system 1 is roughly divided into a remote response support device 10, a robot 20 installed at the police box (an example of a response means), and a mobile terminal 30 individually possessed by a police officer. The remote response support device 10, the robot 20, and the mobile terminal 30 are connected to each other so as to be communicable via a communication network 40. That is, the remote response support device 10, the robot 20, and the mobile terminal 30 include a communication unit (an example of a communication means) not shown. The mobile terminal 30 is a device such as a smartphone or a tablet terminal, for example. The communication network 40 is a communication network such as the Internet, for example.

[0018] In the remote response support system 1 according to this embodiment, the robot 20 and any one of the mobile terminals 30 perform two-way communication regarding at least one of voice and image (video), thereby realizing the response by a police officer who owns the mobile terminal 30 to a person who visits the police box. In the remote response support system 1 according to this embodiment, the robot 20 and the mobile terminal 30 shall perform two-way communication regarding both voice and image.

[0019] The robot 20 includes a monitor 201, a speaker 202, a camera 203, a microphone 204, an arm 205, and a control unit 206. The monitor 201 displays an image of a police officer transmitted from the mobile terminal 30 of the police officer who remotely responds to a person who visits the police box. The speaker 202 outputs the voice of the police officer transmitted from the mobile terminal 30. The camera 203 images a person who visits the police box, and the microphone 204 collects the voice of a person who visits the police box. The robot 20 transmits the image and voice of a person who visits the police box to the mobile terminal 30 of the police officer during the response. The mobile terminal 30 of the police officer during the response displays on a screen including the image of a person who visits the police box received from the robot 20, and outputs the voice of a person who visits the police box from a speaker including the voice.

[0020] The robot 20 also transmits an image inside the police box imaged by the camera 203 and the voice inside the police box collected by the microphone 204 to the remote response support device 10 when the police officer is absent from the police box. When a police officer is stationed in the police box, the robot 20 may not operate.

[0021] In addition, the remote response support system 1 according to this embodiment may have response means different from the robot 20. The remote response support system 1 may have, for example, a device such as a personal computer including a monitor 201, a speaker 202, a camera 203, and a microphone 204 as response means.

[0022] The remote response support device 10 is a device that, when a police officer is absent from a police box and it becomes necessary for a police officer to remotely respond to a visitor to the police box, selects from among multiple mobile terminals 30 to perform two-way communication with the robot 20 regarding images and voice. The remote response support device 10 is composed of one or more information processing devices such as servers and includes an acquisition unit 11, a specification unit 12, an output unit 13, a detection unit 14, and a storage unit 15. The acquisition unit 11, specification unit 12, output unit 13, and detection unit 14 are examples of first and second location information acquisition means, specification means, output means, and detection means, respectively.

[0023] The memory unit 15 is a storage device such as a RAM (Random Access Memory) or a hard disk 904, as described later with reference to Figure 5. The memory unit 15 stores location information 151 and predetermined criteria 152. This information stored in the memory unit 15 will be described later.

[0024] The detection unit 14 detects when a person has entered the police box by analyzing at least one of the images and / or audio transmitted from the robot 20 to the police box when no police officers are present. The detection unit 14 can use existing image recognition or voice recognition technologies in this process.

[0025] The acquisition unit 11 acquires location information 151 from the mobile terminals 30 that are individually carried by police officers. The location information 151 is, for example, information measured by GNSS (Global Navigation Satellite System). The acquisition unit 11 associates each mobile terminal 30 with identification information that can identify it and stores the location information 151 in the storage unit 15. For example, the MAC (Media Access Control) address assigned to each mobile terminal 30 can be used as the identification information. The acquisition unit 11 may acquire location information 151 from the mobile terminals 30 at any time, or it may be triggered by the detection unit 14 detecting that a person has come to the police box.

[0026] Furthermore, the acquisition unit 11 may acquire location information representing the location of the police box and include the acquired location information representing the location of the police box in the location information 151 stored in the storage unit 15. The acquisition unit 11 may also acquire location information representing the location of the police box through input operations by, for example, the administrator of the remote response support device 10.

[0027] The identification unit 12, triggered by the detection unit 14's detection of a person's visit to the police box, identifies a mobile terminal 30 from among several mobile terminals 30 whose positional relationship with the police box, as indicated by the location information 151, satisfies a predetermined criterion 152. The predetermined criterion 152 indicates, for example, the shortest time required for the police officer carrying the mobile terminal 30 to travel to the police box. For example, assuming that the police officer does not use public transportation to travel to the police box (i.e., travels on foot or by bicycle, etc.), the predetermined criterion 152 may indicate the shortest distance from the police officer's location to the police box, or more simply, the shortest straight-line distance between the police officer's location and the police box. The identification unit 12 can calculate the distance from the police officer's current location to the police box based on map information, for example, by obtaining map information of the area including the police box from an external source. Alternatively, assuming that public transportation is used to travel to the police box, the predetermined criterion 152 may indicate the shortest travel time using public transportation. In this case, the specific unit 12 can calculate the travel time to the police box by using an external service that calculates the travel time when traveling from one point to another using public transportation.

[0028] The output unit 13, triggered by the detection unit 14's detection of a person visiting the police box, outputs communication instruction information to the mobile terminal 30 identified by the identification unit 12, instructing the robot 20 to engage in two-way voice and image communication.

[0029] Upon receiving communication instruction information from the output unit 13, the mobile terminal 30 presents the communication instruction information to the police officer holding the mobile terminal 30 by, for example, displaying it on its display screen. The police officer then makes an input operation to the mobile terminal 30 to instruct it to start two-way voice and image communication with the robot 20, in response to the communication instruction information presented by the mobile terminal 30, and two-way voice and image communication between the robot 20 and the mobile terminal 30 begins. The police officer then uses this two-way communication to respond to the person who has come to the police box. After the interaction with the person who has come to the police box is completed, the two-way communication ends when the police officer makes an input operation to the mobile terminal 30 to instruct it to end the two-way communication with the robot 20.

[0030] The control unit 206 of the robot 20 is communicatively connected to the entrance door 21 of the police box and controls the opening and closing of the entrance door 21. The control unit 206 is an example of an opening / closing means and a remote control means. The control unit 206 may also be communicatively connected to a window (not shown) of the police box and control the opening and closing of the window. For example, the image of the police box displayed on the mobile terminal 30 may depict a person who has come to the police box stealing equipment from the police box. Alternatively, the image of the police box displayed on the mobile terminal 30 may depict person B being chased by person A and running into the police box. In such a case, the mobile terminal 30 receives opening / closing instruction information from the police officer who has seen the above image, via an input operation to the mobile terminal 30, and transmits the received opening / closing instruction information to the robot 20. Then, the control unit 206 of the robot 20 closes the entrance door 21 according to the opening / closing instruction information received from the mobile terminal 30. In this way, the remote response support system 1 assists police officers in their work by preventing people attempting to steal equipment from the police box from escaping, and by safely isolating person B from person A.

[0031] Furthermore, if a person visiting a police box when no police officers are present wishes to know the current location of a police officer, the reception unit (not shown: an example of a reception means) of the robot 20 accepts input of police officer location request information indicating that the person visiting the police box wishes to be shown location information 151 representing the current location of a police officer. It is desirable that the location information 151 be kept confidential under normal circumstances so that the current location of each police officer is not known to criminals, etc. The robot 20 may, for example, be equipped with a button as a reception unit for inputting police officer location request information, or such a button may be displayed on a monitor 201 that has touch panel functionality. The robot 20 transmits the received police officer location request information to the mobile terminal 30.

[0032] The mobile terminal 30 presents the police officer's location request information received from the robot 20 to the police officer. In this case, the police officer checks the appearance of the person who has come to the police box using the image and sound from the robot 20 and decides whether or not it is acceptable to disclose their own location. If the police officer decides that it is acceptable to disclose their location, the authorization unit (not shown: an example of authorization means) in the mobile terminal 30 receives an input operation from the police officer to enter authorization information indicating permission to present the location information 151, and transmits the received authorization information to the robot 20. The location information presentation unit (not shown: an example of location information presentation means) in the robot 20 presents the location information 151 to the person who has come to the police box by, for example, displaying the police officer's location on a map on the monitor 201, according to the received authorization information. However, if the police officer determines that the appearance of the person who has come to the police box is suspicious and that their location should not be disclosed, the police officer will not enter authorization information, and therefore the location information 151 will not be disclosed to the person who has come to the police box.

[0033] The direction-determining unit (not shown: an example of direction-determining means) in the control unit 206 of the robot 20 controls the movement of the arm 205 (an example of direction information presentation means) according to information that controls the movement of the arm 205 (an example of direction information presentation means) input into the mobile terminal 30 by the police officer. Alternatively, the direction-determining unit in the control unit 206 may autonomously control the movement of the arm 205 according to information obtained via the camera 203 and microphone 204. This allows the police officer to remotely respond to visitors to the police box, including using gestures and body language. Furthermore, if the police officer who was remotely responding to a visitor to the police box returns to the police box, for example, in response to a request from the visitor, the direction-determining unit in the control unit 206 controls the movement of the arm 205 to indicate the direction from which the police officer is coming to the police box, based on the positional relationship between the police box and the police officer indicated by the position information 151.

[0034] Next, with reference to the flowchart in Figure 2, the operation (processing) of the remote support system 1 according to this embodiment will be described in detail.

[0035] The detection unit 14 detects that a person has come to the police box from at least one of the voice and / or images transmitted from the robot 20 during a time when no police officers are present at the police box (step S101). The acquisition unit 11 acquires location information 151 from the mobile terminals 30 that each police officer carries (step S102).

[0036] The identification unit 12 identifies a mobile terminal 30 whose positional relationship with the location of the police box and the location of the mobile terminal 30 indicated by the location information 151 satisfies a predetermined criterion 152 (step S103). The output unit 13 outputs communication instruction information to the identified mobile terminal 30, instructing it to perform two-way communication with the robot 20 using at least one of voice and images (step S104).

[0037] Upon input from the police officer possessing the identified mobile terminal 30, the identified mobile terminal 30 engages in two-way communication with the robot 20, consisting of at least one of voice and one of images (step S105). If no input is given to the identified mobile terminal 30 to terminate two-way communication with the robot 20 (No in step S106), the process returns to step S105. If an input is given to the identified mobile terminal 30 to terminate two-way communication with the robot 20 (Yes in step S106), the identified mobile terminal 30 terminates two-way communication with the robot 20 (step S107), and the entire process ends.

[0038] The remote response support system 1 according to this embodiment enables rapid on-site response to incidents occurring at operational bases, such as police boxes, when remotely handling inquiries at such bases. This is because the remote response support system 1 selects from among a plurality of mobile terminals 30 that are located in a position that satisfies a predetermined criterion 152 in relation to the police box, and uses this mobile terminal 30 to respond to inquiries via two-way voice and image communication with the robot 20 installed at the police box.

[0039] The effects realized by the remote support system 1 according to this embodiment will be described in detail below.

[0040] In this embodiment, the remote response support system 1 determines, from among a plurality of mobile terminals 30, the mobile terminal 30 located in a position that satisfies a predetermined criterion 152 in relation to the police box, to be the mobile terminal 30 that performs two-way voice and image communication with the robot 20 installed at the police box. The remote response support system 1 uses, for example, the shortest time required for a police officer to travel to the police box as the predetermined criterion 152. That is, the remote response support system 1 is set up so that the police officer closest to the police box responds remotely, enabling the police officer who was responding remotely to quickly arrive at the police box and respond to the incident or accident when it occurs. As a result, the remote response support system 1 can reduce the risks associated with remote response at operational bases such as police boxes.

[0041] Furthermore, the remote response support system 1 according to this embodiment detects when a person has arrived at the police box from information transmitted from the robot 20, and uses this detection as a trigger to determine which police officer will respond remotely. In other words, the remote response support system 1 is configured so that each time a person arrives at the police box, the police officer closest to the police box at that time will respond remotely, thereby more reliably reducing the risks associated with remote responses at police boxes.

[0042] Furthermore, in the remote response support system 1 according to this embodiment, the mobile terminal 30 of the police officer who is responding remotely transmits an opening and closing instruction for the entrance door 21 of the police box, which has been entered by the police officer, to the robot 20, and the robot 20 controls the opening and closing of the entrance door 21 in accordance with the opening and closing instruction. As a result, the remote response support system 1 can, for example, prevent a person attempting to steal equipment from the police box from escaping, or safely isolate a person who has been chased by a dangerous person and has run into the police box from that dangerous person. Therefore, the remote response support system 1 can reduce the risks associated with responding remotely at a police box.

[0043] Furthermore, in the remote response support system 1 according to this embodiment, the robot 20 receives a request from a person visiting the police box to display location information 151 and outputs the request to the mobile terminal 30 of the police officer providing remote support. The mobile terminal 30 of the police officer providing remote support displays the request to the police officer and then outputs permission to display the location information 151, which has been entered by the police officer through an input operation, to the robot 20. Then, in response to the permission, the robot 20 displays the location information 151 to the person visiting the police box. As a result, the remote response support system 1 can safely disclose the location of the police officer providing remote support to a person visiting the police box who requests it.

[0044] Furthermore, in the remote response support system 1 according to this embodiment, the robot 20 is equipped with an arm 205, and when a police officer who is responding remotely moves to the police box, the movement of the arm 205 is controlled to indicate the direction in which the police officer is coming to the police box, based on the positional relationship between the police box and the police officer. As a result, the remote response support system 1 clearly shows the direction in which the police officer is coming to the police box to a person who has come to the police box when the police officer is not present, thereby reassuring the person who has come to the police box. Alternatively, the remote response support system 1 may also indicate the direction in which the police officer is coming to the police box by displaying an image on the monitor 201 or by outputting sound from the speaker 202.

[0045] Furthermore, the business domain targeted by the remote response support system 1 according to this embodiment is not limited to police work as described above. The remote response support system 1 may target business domains such as the retail industry or the financial industry. In that case, the remote response support system 1 includes a robot 20 installed at a store (branch) that serves as the business base, and a portable terminal 30 carried by an employee.

[0046] <Second Embodiment> Figure 3 is a block diagram showing the configuration of a remote response support system 2 according to a second embodiment of the present invention. The remote response support system 2 includes a plan setting device 50 in addition to the configuration included in the remote response support system 1 according to the first embodiment described above. The plan setting device 50 is communicatively connected to the remote response support device 10. The plan setting device 50 may be communicatively connected to the remote response support device 10 via a communication network 40. Alternatively, the plan setting device 50 may be a device included in the remote response support device 10.

[0047] The planning device 50 is an information processing device that plans the time periods when responses via the mobile terminal 30 are required at the police box, that is, the time periods when police officers are absent. The planning device 50 includes a planning unit 51. The planning unit 51 is an example of a planning means.

[0048] The planning unit 51 plans (sets) the time periods when police officers will be absent from the police box and generates a time schedule 510 representing those time periods. The identification unit 12 of the remote response support device 10 according to this embodiment identifies a mobile terminal 30 that satisfies a predetermined criterion 152 in relation to the police box, as described in the first embodiment, during the time periods when police officers will be absent from the police box, as indicated by the time schedule 510. The output unit 13 then outputs communication instruction information to the mobile terminal 30 identified by the identification unit 12, instructing it to perform two-way voice and image communication with the robot 20 during those time periods.

[0049] The planning unit 51 sets irregular time periods when police officers are absent from the police box. The planning unit 51 uses a predetermined planning method to suppress the transition period (time) when police officers are absent from the police box from occurring more than a predetermined number of times in a row. For example, the predetermined planning method described above may represent suppressing the transition period when police officers are absent from occurring more than three times in a row. In this case, the time schedule 510 is set so that the time period when police officers are absent on a certain day (day 1) and the following day (day 2) is from 3 p.m. to 5 p.m. In this case, the planning unit 51 generates the time schedule 510 so that the time period when police officers are absent on day 3 is a different time period from 3 p.m. to 5 p.m.

[0050] The remote response support system 2 according to this embodiment enables rapid on-site response to incidents occurring at operational bases, such as police boxes, when responding remotely. The reason for this is as explained in the first embodiment. Furthermore, the planning device 50 according to this embodiment irregularly sets time periods when police officers are absent from the police box, thereby reducing the risk of crimes targeted during those unmanned times.

[0051] <Third Embodiment> Figure 4 is a block diagram showing the configuration of a remote response support device 60 according to a third embodiment of the present invention. The remote response support device 60 includes a first location information acquisition unit 61, a second location information acquisition unit 62, a identification unit 63, and an output unit 64. However, the first location information acquisition unit 61, the second location information acquisition unit 62, the identification unit 63, and the output unit 64 are, in order, examples of a first location information acquisition means, a second location information acquisition means, an identification means, and an output means.

[0052] The first location information acquisition unit 61 acquires location information 610 of the base 70. The base 70 may be, for example, a business base such as a police box according to the first embodiment, or a business base such as a store. The first location information acquisition unit 61 has a function equivalent to the function of the acquisition unit 11 according to the first embodiment which acquires location information 151 related to a police box.

[0053] The second location information acquisition unit 62 acquires location information 620 of the mobile terminal 80. The mobile terminal 80 is, for example, a device similar to the mobile terminal 30 according to the first embodiment. The second location information acquisition unit 62 has functions equivalent to those of the acquisition unit 11 according to the first embodiment, which acquires location information 151 related to the mobile terminal 30.

[0054] The identification unit 63 identifies a mobile terminal 80 that satisfies a predetermined criterion 630 from among a plurality of mobile terminals 80, based on the location information 610 of the base 70 and the location information of the mobile terminal 80. The predetermined criterion 630 is, for example, a criterion similar to the predetermined criterion 152 in the first embodiment. The identification unit 63 operates, for example, similarly to the identification unit 12 in the first embodiment.

[0055] The output unit 64 instructs the mobile terminal 80 identified by the identification unit 63 to respond regarding the base 70. The output unit 64 operates, for example, in the same manner as the output unit 13 according to the first embodiment.

[0056] The remote response support device 60 according to this embodiment enables rapid on-site response to events occurring at business locations when responding to inquiries at business locations remotely. This is because the remote response support device 60 determines, from among a plurality of mobile terminals 80, the mobile terminal 80 located in a position that satisfies a predetermined criterion 630 in relation to the business location, as the mobile terminal 80 that will handle inquiries related to the location 70.

[0057] <Example Hardware Configuration> In the embodiments described above, each component of the remote response support device 10 shown in Figure 1, the planning device 50 shown in Figure 3, and the remote response support device 60 shown in Figure 4 can be realized by dedicated hardware (electronic circuits). Furthermore, in Figures 1, 3, and 4, at least the following configurations can be considered as functional (processing) units (software modules) of a software program. ·Acquisition part 11, • Specific sections 12 and 63, Output sections 13 and 64, • Detection unit 14, • Memory control function in memory unit 15, • Planning Department 51, ·First location information acquisition unit 61, ·Second location information acquisition unit 62.

[0058] However, the divisions of the parts shown in these diagrams are for illustrative purposes only, and various configurations are possible during implementation. An example of such a hardware environment will be explained with reference to Figure 5.

[0059] Figure 5 is a diagram illustrating the configuration of an information processing device 900 (computer system) capable of realizing the remote response support device 10 according to the first and second embodiments of the present invention, the planning setting device 50 according to the second embodiment, or the remote response support device 60 according to the third embodiment. That is, Figure 5 represents the configuration of at least one computer (information processing device) capable of realizing the above-described devices shown in Figures 1, 3, and 4, and shows a hardware environment capable of realizing each of the functions in the embodiments described above.

[0060] The information processing device 900 shown in Figure 5 includes the following components, although it may not include some of these components. ·CPU(Central_Processing_Unit)901, ROM (Read-Only Memory) 902, ·RAM(Random_Access_Memory)903, • Hard disk (storage device) 904, • Communication interface 905 with external devices, Bus 906 (communication line), A reader / writer 908 capable of reading and writing data stored on a recording medium 907 such as a CD-ROM (Compact Disc Read Only Memory). • Input / output interface 909 for monitors, speakers, keyboards, etc.

[0061] In other words, the information processing device 900 having the above components is a general-purpose computer in which these components are connected via a bus 906. The information processing device 900 may have multiple CPUs 901, or it may have a CPU 901 configured with multiple cores. In addition to the CPU 901, the information processing device 900 may also have a GPU (Graphical Processing Unit) (not shown).

[0062] The present invention, as described using the above-described embodiment as an example, supplies a computer program capable of realizing the following functions to the information processing device 900 shown in Figure 5. These functions are those of the configuration described above in the block diagrams (Figures 1, 3, and 4) or the flowchart (Figure 2) referenced in the description of the embodiment. The present invention is then achieved by reading, interpreting, and executing the computer program into the CPU 901 of the hardware. The computer program supplied to the device may be stored in a read / write volatile memory (RAM 903) or a non-volatile storage device such as a ROM 902 or a hard disk 904.

[0063] Furthermore, in the aforementioned case, the method for supplying the computer program to the hardware can employ currently common procedures. These procedures include, for example, installing the program into the device via various recording media 907 such as a CD-ROM, or downloading it from an external source via a communication line such as the Internet. In such a case, the present invention can be understood as consisting of the code constituting the computer program or the recording media 907 on which the code is stored.

[0064] The present invention has been described above using the embodiments described above as exemplary examples. However, the present invention is not limited to the embodiments described above. That is, the present invention can be applied in various forms that can be understood by those skilled in the art within the scope of the present invention.

[0065] Furthermore, some or all of the embodiments described above may also be described as follows. However, the present invention, as illustrated by the embodiments described above, is not limited to the following.

[0066] (Note 1) A first location information acquisition means for acquiring location information of a base, A second location information acquisition means for acquiring the location information of a mobile device, A means for identifying a mobile device that meets predetermined criteria from among a plurality of mobile devices, based on the location information of the base and the location information of the mobile device, The mobile terminal identified by the aforementioned identification means is provided with an output means for instructing the user to respond to the aforementioned location, A remote support device equipped with [a specific feature / feature].

[0067] (Note 2) The aforementioned identification means uses the shortest time required to travel to the aforementioned base as the predetermined criterion. The remote support device described in Appendix 1.

[0068] (Note 3) The system further includes a detection means for detecting when a person visits the base of operations. The identification means, triggered by detection by the detection means, determines from among the multiple mobile terminals a mobile terminal that meets the predetermined criteria. Remote support device as described in Appendix 1 or Appendix 2.

[0069] (Note 4) The aforementioned base further includes a planning means for planning the time periods during which responses via the mobile terminal are required. A remote support device as described in any one of the items in Appendix 1 to Appendix 3.

[0070] (Note 5) The planning means sets the time period irregularly. The remote support device described in Appendix 4.

[0071] (Note 6) The planning means plans the time period in accordance with a predetermined planning method that suppresses the timing of switching to the time period from a predetermined number of times to a predetermined time period consecutively. The remote support device described in Appendix 5.

[0072] (Note 7) In a remote response support system having a remote response support device described in any one of the items 1 to 6 of the appendix, The means of responding to inquiries provided at the aforementioned base, A communication means for sending and receiving information between the identified mobile terminal and the response means, A remote support system that includes [specific feature / feature].

[0073] (Note 8) The aforementioned response means includes an opening / closing means for opening and closing the windows or doors of the aforementioned base. The system includes remote control means for controlling the opening / closing means in response to instructions from the specified mobile terminal. The remote support system described in Appendix 7.

[0074] (Note 9) The aforementioned response means includes a reception means for receiving requests for location information and a location information presentation means for presenting the location information of a mobile device. The identified mobile terminal, upon receiving the request for location information, is equipped with permission means that permits the identification mobile terminal to present its location information to the location information presentation means. The remote support system described in Appendix 7 or Appendix 8.

[0075] (Note 10) The aforementioned response means includes a direction information presentation means that presents information regarding direction, The system includes a direction identification means that causes the direction in which the identified mobile terminal is located to be displayed on the direction information display means, based on the location information of the base and the location information of the identified mobile terminal. A remote support system as described in any one of the items in Appendix 7 to Appendix 9.

[0076] (Note 11) By an information processing device, Obtain location information of bases, Obtain location information from mobile devices, Based on the location information of the aforementioned base and the location information of the mobile terminal, a mobile terminal that meets predetermined criteria is identified from among the multiple mobile terminals. The identified mobile device is instructed to respond to the aforementioned location. Remote support methods.

[0077] (Note 12) The first location information acquisition process acquires the location information of the base, A second location information acquisition process to obtain the location information of the mobile device, A process to identify a mobile device that meets predetermined criteria from among a plurality of mobile devices, based on the location information of the aforementioned base and the location information of the mobile device, Output processing that instructs the mobile terminal identified by the aforementioned specific processing to respond to the aforementioned location, A recording medium containing a remote support program that allows a computer to execute a remote response program. [Explanation of Symbols]

[0078] 1. Remote support system 10 Remote support device 11 Acquisition Department 12 Specific part 13 Output section 14 Detection unit 15 Storage section 151 Location information 152 Prescribed standards 20 Robots 201 Monitor 202 speakers 203 Camera 204 Mike 205 Arm 206 Control Unit 21 Entrance Door 30 Mobile devices 40 Communication Networks 50. Planning device 51 Planning Department 510 Time Schedule 60 Remote Response Support Device 61 1st location information acquisition unit 610 Location information 62 Second location information acquisition unit 620 Location information 63 Specific part 630 Prescribed standards 64 Output section 70 locations 80 Mobile devices 900 Information Processing Equipment 901 CPU 902 ROM 903 RAM 904 Hard disk (storage device) 905 Communication Interface 906 Bus 907 Recording media 908 Reader / Writer 909 Input / Output Interface

Claims

1. A first location information acquisition means for acquiring location information of a base, A second location information acquisition means for acquiring location information of a mobile device, A planning means for planning the time periods at the aforementioned base when it is necessary to respond using the mobile terminal, A means for identifying a mobile device that meets predetermined criteria from among a plurality of mobile devices, based on the location information of the base and the location information of the mobile device, The mobile terminal identified by the aforementioned identification means is provided with an output means for instructing the user to respond to the aforementioned location, A remote support device equipped with [a specific feature / feature].

2. The aforementioned identification means uses the shortest time required to travel to the aforementioned base as the predetermined criterion. The remote response support device according to claim 1.

3. The facility further includes a detection means for detecting when a person has visited the aforementioned location. The identification means, triggered by detection by the detection means, determines from among the multiple mobile terminals a mobile terminal that meets the predetermined criteria. The remote response support device according to claim 1 or claim 2.

4. The planning means sets the time period irregularly. A remote response support device according to any one of claims 1 to 3.

5. The planning means plans the time period in accordance with a predetermined planning method that suppresses the timing of switching to the time period from a predetermined number of times to a predetermined time period consecutively. The remote response support device according to claim 4.

6. A remote response support system having a remote response support device according to any one of claims 1 to 5, The means of responding to inquiries provided at the aforementioned base, A communication means for sending and receiving information between the identified mobile terminal and the response means, A remote support system that includes [specific feature / feature].

7. The aforementioned response means includes an opening / closing means for opening and closing the windows or doors of the aforementioned base. The system includes remote control means for controlling the opening / closing means in response to instructions from the specified mobile terminal. The remote support system according to claim 6.

8. By an information processing device, Obtain location information of bases, Obtain location information from mobile devices, At the aforementioned location, plan the time period during which responses via the mobile terminal are required. Based on the location information of the aforementioned base and the location information of the mobile terminal, a mobile terminal that meets predetermined criteria is identified from among the multiple mobile terminals. The identified mobile device is instructed to respond to the aforementioned location. Remote support methods.

9. The first location information acquisition process acquires the location information of the base, A second location information acquisition process to obtain the location information of the mobile device, At the aforementioned location, a planning process is performed to determine the time period during which responses via the mobile terminal are required. A process to identify a mobile device that meets predetermined criteria from among a plurality of mobile devices, based on the location information of the aforementioned base and the location information of the mobile device, Output processing that instructs the mobile terminal identified by the aforementioned specific processing to respond to the aforementioned location, A remote support program that allows a computer to execute commands.

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