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

Abstract

The present invention provides an information processing device, etc., that can suitably present services offered by a facility when a user stays at that facility. [Solution] The information processing device 1 comprises a display control unit that displays the types of services available to the user on a display unit of a user interface installed in the room of the facility where the user is staying, a reception unit that receives input from the user for selection of the types of services via the user interface, an acquisition unit that acquires user information relating to the user staying in the room corresponding to the user interface that received the input, and a determination unit that determines the priority order of a plurality of selected types of services based on the user information, wherein the display control unit displays the services on the display unit according to the determined priority order.

Description

Technical Field

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

Background Art

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

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

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

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

Means for Solving the Problems

[0006] An information processing device relating to one aspect comprises a display control unit that displays the types of services available to the user on a display unit of a user interface installed in the room of a facility where the user is staying; a reception unit that receives input from the user for selection of the types of services via the user interface; an acquisition unit that acquires user information relating to the user staying in the room corresponding to the user interface that received the input; and a determination unit that determines the priority order of a plurality of selected types of services based on the user information, wherein the display control unit displays the services on the display unit according to the determined priority order. [Effects of the Invention]

[0007] In one respect, it allows for the appropriate presentation of services offered by the facility when a user stays there. [Brief explanation of the drawing]

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

Mode for Carrying Out the Invention

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

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

[0011] In addition, the services that accept requests include not only those provided through the staff (persons) of the accommodation facility like room service, but also those provided through speakers 2 etc. without going through the staff, like the "questions" to be described later. In the following, when necessary, requests for the former (services through the staff) are called "orders", and are distinguished from requests for the latter (services without going through the staff). Also, the services may be provided in the form of goods, whether analog or digital, or may be provided by electronic media, regardless of whether they are analog or digital.

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

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

[0014] In this embodiment, an AI speaker is used as an example, and therefore the explanation will focus on audio input and output. However, the input / output means via the user interface is not limited to audio input and output means; it may also be an input / output means that allows text input from a screen (touch panel) or keyboard, and displays the text on the screen. For example, it may be a television-type terminal equipped with such input / output functions, or a system connecting a television and an AI speaker. Furthermore, the input / output means is not limited to audio or screen; for example, it may be a means of inputting text using brainwaves, an input means using gestures, an input means using electromyography, etc. In other words, the present invention relates to the form of the device, input The means are not limited.

[0015] Terminal 3 is an information processing terminal used by the accommodation staff, and can be, for example, a tablet, smartphone, or personal computer. As will be described later, Terminal 3 displays a management screen (see Figure 7, etc.) that shows a list of the status of requests received from users in each guest room, and presents it to the staff. Terminal 3 then receives input from the staff to change the status of requests via this management screen and updates the status of requests managed in the database on Server 1.

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

[0017] Alternatively, Server 1 and Management Server 4 could be treated as a single computer, with Server 1 handling all operations, including the management of the accommodation facilities, centrally.

[0018] Figure 2 is a block diagram showing an example configuration of Server 1. Server 1 comprises a control unit 11, a main memory unit 12, a communication unit 13, and an auxiliary memory unit 14. The control unit 11 has one or more arithmetic processing units such as a CPU (Central Processing Unit), MPU (Micro-Processing Unit), and GPU (Graphics Processing Unit), and performs various information processing, control processing, etc. by reading and executing the program P stored in the auxiliary storage unit 14. The main memory unit 12 has SRAM (Static Random Access Memory) and DR AM (Dynamic Random Access Memory) is a temporary storage area such as flash memory, which temporarily stores data necessary for the control unit 11 to perform calculation processing. The communication unit 13 is a communication module for performing communication-related processing, and it sends and receives information with the outside.

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

[0020] The auxiliary storage unit 14 may be an external storage device connected to the server 1. Furthermore, the server 1 may be a multi-computer system consisting of multiple computers, or it 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 for receiving operation input, a display unit for displaying images, etc. The server 1 may also include a read unit for reading portable storage media 1a such as a CD (Compact Disk)-ROM or DVD (Digital Versatile Disc)-ROM, and may read and execute the program P from the portable storage media 1a. Alternatively, the server 1 may read the program P from a semiconductor memory 1b.

[0022] Figure 3 is an explanatory diagram showing an example of the record layout for the guest room DB141, question DB142, service DB143, request DB144, and accommodation management DB401. The guest room database 141 includes columns for facility ID, room number, speaker ID, and status. The facility ID column stores the facility ID used to identify each accommodation facility affiliated with this system. The room number, speaker ID, and status columns, associated with the facility ID, store the room number, the speaker ID used to identify speaker 2 installed in that room, and the status of the room (for example, the status of requests, whether the room is being cleaned, or whether a user is staying in the room).

[0023] Question DB142 includes a question column and an answer column. The question column stores the questions received from the user via speaker 2. The answer column stores the answers to the questions, associated with each question.

[0024] Service DB143 includes a category column, a service column, and a price column. The category column stores the categories of services that can be offered to the user. The service column and price column, respectively, associate with the category and store the services included in that category and their usage fees. Note that services provided by accommodation facilities may be free of charge.

[0025] Request DB144 includes columns for date and time, facility, room number, user, request, fee, staff, and status. The date and time column stores the date and time 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 that received the request, the room number, the name of the user who made the request, the content of the request (service name and quantity), the usage fee, the name of the staff who handled the request, and the status of the request (handling status).

[0026] The accommodation management DB401 includes columns for date, accommodation, guest, and status. The date column stores the date. The accommodation, guest, and status columns, associated with the date, each store the facility ID and room number of the accommodation where the user is staying on that date, information about the guest (e.g., the representative's name and attribute information, number of guests, planned check-out date, etc.), and the check-in status, respectively.

[0027] Figure 4 is a block diagram showing an example configuration of speaker 2. Speaker 2 comprises 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 and control processing by reading and executing programs stored in the auxiliary storage unit 23. The main memory unit 22 is a temporary storage area such as RAM and temporarily stores data necessary for the control unit 21 to perform 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 perform processing. The communication unit 24 is a communication module for performing communication-related processing and sends and receives information with the outside.

[0028] The audio output unit 25 is a speaker that outputs sound, and outputs sound provided by the control unit 21. The audio input unit 26 is a microphone that collects sound 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 uses an image sensor such as a CMOS (Complementary MOS) sensor. It is a camera that captures images.

[0029] Figure 5 is a block diagram showing an example configuration of terminal 3. Terminal 3 comprises a control unit 31, a main memory unit 32, an auxiliary memory unit 33, a communication unit 34, a display unit 35, and an input unit 36. The control unit 31 has an arithmetic processing unit such as a CPU and performs various information processing and control processing by reading and executing programs stored in the auxiliary storage 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 perform arithmetic processing. The auxiliary storage unit 33 is a non-volatile storage area such as ROM and stores programs and other data necessary for the control unit 31 to perform processing. The communication unit 34 is a communication module for performing communication-related processing and sends and receives information with the outside. The display unit 35 is a display screen such as a liquid crystal 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] Figures 6A to 6F are explanatory diagrams showing examples of the display screens of speaker 2. Speaker 2 may be configured to receive requests only through audio input and output, but in this embodiment, screen display and operation of the display screen are also possible to assist the user and enable requests to be made quickly and accurately. Figures 6A to 6F illustrate examples of screens displayed on the display unit 27 of speaker 2. Speaker 2 communicates sequentially with server 1 and accepts requests by displaying the respective screens in Figures 6A to 6F. Based on Figures 6A to 6F, the processing content when speaker 2 receives a request will be explained.

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

[0032] Speaker 2 accepts input for the type (category) of service to be used by touching the object displayed on the screen. Speaker 2 may also accept input by operating physical buttons, etc. Furthermore, Speaker 2 may accept input by voice instead of manual operation. The same applies to subsequent processing.

[0033] If "Question" is selected, Speaker 2 transitions to the screen shown in Figure 6B, displaying a list of all questions stored in Question DB 142, i.e., all questions that the user can answer. Speaker 2 then accepts selection input, such as touch operation on the display screen, to select a question to answer from the multiple questions displayed. Once a question is accepted, Speaker 2 transitions to the screen shown in Figure 6C, displaying the answer to the question.

[0034] Speaker 2 may also accept and answer arbitrary questions, not just the questions set by default in Question DB 142. For example, when the screen shown in Figure 6B is displayed, Speaker 2 may accept voice input of an arbitrary question from the user, convert the input question into text, feed it into an external search engine, and display the search results as an answer on Speaker 2, or output them as voice. In this way, Speaker 2 may be capable of inputting and outputting not only pre-prepared questions and answers, but also other questions and answers.

[0035] Furthermore, while this embodiment uses the above-mentioned "questions" as an example of a service provided without staff intervention, the input and output of questions and answers are merely examples and are not limited to this. For example, Server 1 may output music playback, searches for nearby tourist attractions, or historical and cultural information for foreigners in response to user requests.

[0036] If "Order" is selected on the screen in Figure 6A, Speaker 2 will transition to the screen in Figure 6D, and A list of other service types is displayed. The services displayed on the screen in Figure 6D are services provided through staff and are provided at the accommodation facility either for a fee or free of charge. Speaker 2 displays the types of services that can be provided via room service, etc., on the screen in Figure 6D and accepts selection input for one of them.

[0037] When speaker 2 receives input to select a service type, it transitions to the screen shown in Figure 6E and displays the selected service type. In the example in Figure 6E, since "Tea" was selected on the screen in Figure 6D, the beverages available for room service are displayed. Speaker 2 then accepts input to order one of the displayed services.

[0038] Here, when displaying each service on the screen shown in Figure 6E, Server 1 acquires user information about the user staying in the room. User information is information related to the user staying in the room and may include, for example, user attribute information, the user's activity history within the room (described later), or the user's past usage history of services used at the accommodation. Based on the acquired user information, Server 1 determines the priority of each service to be presented to the user. Server 1 displays each service on Speaker 2 according to the determined priority.

[0039] Specifically, Server 1 identifies the user's room by referring to the Room Database 141 based on the Speaker ID (identifier) ​​of Speaker 2, which receives the request input. Server 1 then requests Management Server 4 to output the attribute information of the user staying in that room, and retrieves the user's attribute information stored in the Accommodation Management Database 401 as user information. The attribute information may include, for example, the user's age, gender, and nationality, but it is not limited to any information that represents the user's attributes.

[0040] Server 1 determines the priority of each service based on the acquired user attribute information. Specifically, Server 1 determines the priority of each service and displays the services with the highest priority on Speaker 2 in descending order. The method for determining priority is not particularly limited, but for example, Server 1 may refer to the request history (service usage history) of each user stored in Request DB 144 and extract services that are frequently requested by other users with similar attribute information to the user through collaborative filtering, etc. Alternatively, Server 1 may create a table of methods for calculating priority according to age, gender, etc., and calculate priority by referring to this table.

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

[0042] Furthermore, when determining priority, Server 1 may refer to user information other than attribute information. For example, Server 1 may determine priority based on the user's activity history in the guest room. Activity history includes, for example, television programs watched by the user in the guest room, words searched on the internet (search queries), and wake-up call settings, and is information obtainable from various electronic devices such as television receivers, personal computers, and telephones installed in the guest room. In addition to user attribute information, Server 1 may also determine priority based on information obtained from various electronic devices, i.e., activity history information showing the user's activity history in the guest room. This makes it possible to determine priority in a way that more accurately reflects the user's preferences.

[0043] Furthermore, regarding the "questions" mentioned above, the priority will be determined based on user information, and each question You can also change the display order.

[0044] Server 1 displays each type of service selected by the user on Speaker 2 according to the determined priority. Speaker 2 accepts a selection input for the user to choose one of the displayed services. Speaker 2 then transitions to the screen shown in Figure 6F, where it accepts input for the quantity of the service to be ordered and confirms the request.

[0045] Server 1 stores the request details in Request DB 144, associating them with the date and time the request was received, the room number, etc. Server 1 also reads the usage fee for the requested service from Service DB 143 and adds (calculates) it to the service usage fee to be billed to the user. Server 1 stores the final fee in Request DB 144.

[0046] Figure 7 is an explanatory diagram showing an example of a request list screen. Figure 7 illustrates an example of the management screen displayed when terminal 3 displays a list of requests received from users in each guest room. Based on Figure 7, the processing details for displaying information for each guest room on terminal 3 will be explained.

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

[0048] For example, terminal 3 displays the name of the requested service, the room number, the date and time the request was received, etc., for each request. Terminal 3 also displays a status 71 indicating the status of the request. In this embodiment, the status of requests is classified into three stages: "Not processed," "In progress," and "Processed." Requests that are "Not processed" and "In progress" are displayed at the top of the screen, while requests that are "Processed" are displayed at the bottom of the screen.

[0049] Terminal 3 also displays a change button 72 in response to each request. Terminal 3 changes the status of the request (status 71) in response to input on the change button 72, updating it from "Not processed" to "Processing" and then to "Processed". Specifically, when the change button 72 is tapped once, status 71 is updated from "Not processed" to "Processing", and the name of the staff member operating Terminal 3 is added as the person in charge. If the change button 72 is tapped again, status 71 is updated from "Processing" to "Processed", and the request moves to the bottom of the screen.

[0050] In addition, terminal 3 accepts input such as modifying the request (for example, changing the quantity) or deleting the request on the screen.

[0051] Furthermore, terminal 3 accepts additional requests in response to input from the add button 73. Figure 8 is an explanatory diagram showing the request list screen when a request is added. When input is received from the add button 73, terminal 3 displays a pop-up screen and accepts input of the user's room number, service (or content) type, service name, and quantity. Once the various request information has been 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 requests, for example, when receiving requests from users by phone or verbally, on the same screen as the request list screen received by speaker 2.

[0052] For example, when Server 1 displays each service in a pull-down list on the pop-up screen shown in Figure 8, similar to how it is displayed on Speaker 2, it prioritizes services according to the user's attribute information. You may also display each service in order of priority. This allows staff to recommend the appropriate service to users when they receive requests by phone or in person.

[0053] Figure 9 is an explanatory diagram showing an example of a guest room list screen. Figure 8 described the management screen that displays a list of requests received from each guest room. Figure 9 illustrates an example of the management screen displaying a list of the status of each guest room, including the status of the requests.

[0054] The room list screen displays a list of rooms according to floor and room number, along with the status of each room. The status of a room may include, for example, whether a request has not yet been fulfilled, whether cleaning is in progress, whether a user (guest) is currently staying in the room, or whether cleaning is complete and the room is ready. The information displayed on the room list screen only needs to appropriately represent the status of the room, and is not limited to the examples shown in Figure 9.

[0055] Server 1 refers to the guest room database 141 and displays the status of each guest room in a list on terminal 3. For example, terminal 3 displays each guest room in a display color corresponding to its status, and also displays text such as "Requested" or "Cleaning in Progress" indicating the status of the guest room. In Figure 9, the color coding is illustrated with hatching for convenience. If there are unanswered requests, terminal 3 displays an alert icon associated with the guest room. This allows staff to respond quickly to user requests.

[0056] When terminal 3 receives a tap operation to select any room on the room list screen, it displays a pop-up screen (not shown) and accepts input to change (update) the status of the room. When input to change the status of the room is received, server 1 updates the status of the room stored in room DB 141. Terminal 3 also displays a notification on the dashboard displayed on the left side of the room list screen indicating that the status of the room has been updated.

[0057] Figure 10 is an explanatory diagram showing an example of a request analysis screen. In response to a request from terminal 3, server 1 analyzes the history of requests received from users in each room (service usage history), generates the request analysis screen shown in Figure 10, and outputs it to 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 graph 104, and a reduction amount display field 105. Server 1 analyzes service usage trends by referencing the request history for the period specified in the period specification field 101 from the request DB 144.

[0059] For example, Server 1 aggregates the number of accesses to Speaker 2 by day during a specified period and generates an access count graph 102. Server 1 also aggregates the number of users (unique users) who made requests during a specified period by day and nationality (e.g., Japanese nationals or foreign nationals) and generates a user count graph 103. Furthermore, Server 1 aggregates the services requested during a specified period by category (type) and generates a category graph 104. Server 1 displays each of the generated graphs on the request analysis screen.

[0060] Furthermore, Server 1 calculates the amount of cost savings achieved by introducing this system (Speaker 2) based on the number of requests received via Speaker 2, and displays it on the request analysis screen. The cost savings amount is an estimated amount of personnel costs and other expenses reduced by automated responses by Speaker 2, and represents the cost savings effect due to the reduction in staff workload.

[0061] For example, Server 1 stores the average call duration required when providing services via telephone and information on the hourly wage of the staff who answer the phone (for example, the average wage of the prefecture where the accommodation facility is located). The cost reduction amount is calculated based on the average call time and hourly wage. Server 1 stores parameters used to calculate the cost reduction amount for each of the average call time and hourly wage information for telephone support, and calculates the cost reduction amount using these parameters. Server 1 refers to the request DB 144 to aggregate the number of requests for the period specified in the period specification field 101, and calculates the cost reduction amount by multiplying the aggregated number of requests by the average call time and hourly wage.

[0062] For example, Server 1 may store different average call times for each type of service (e.g., average call time when taking amenity orders, average call time when taking room service orders, etc.) and calculate the cost reduction by multiplying the average call time for each type by the number of requests of the corresponding type. Alternatively, Server 1 may store different hourly wages for each staff member and calculate the cost reduction based on the hourly wage of the staff member who handled the request. Thus, the specific method for calculating the cost reduction is not particularly limited.

[0063] Server 1 displays the calculated cost reduction amount in the cost reduction display field 105. This allows the accommodation facility to be shown the cost reduction effect achieved by introducing Speaker 2.

[0064] Based on the above, according to this embodiment, the priority of each service is determined based on the user's attribute information and displayed on speaker 2, and requests are accepted. Furthermore, the display screen of terminal 3 manages the requests received from each guest room. As a result, users can make requests quickly and accurately, and accommodation facilities can respond to requests accurately.

[0065] Figure 11 is a flowchart showing the procedure for receiving requests. Based on Figure 11, the processing steps for receiving requests from users will be explained. For example, when the control unit 11 of server 1 activates speaker 2 by receiving a wake word from a user, it executes the following process: Based on the identifier of the activated speaker 2, the control unit 11 obtains attribute information of the user staying in the room where speaker 2 is installed from the accommodation management DB 401 (step S11). In addition to attribute information, the control unit 11 may also obtain user activity history information in the room and use it to determine the priority of the service.

[0066] Furthermore, the control unit 11 displays a list of the types of services available to the user on the speaker 2 (step S12). The control unit 11 receives a selection input via the speaker 2 to select the type of service (step S13). As mentioned above, it is preferable that input to the speaker 2 be possible through both operation input on the display screen (list) and voice input.

[0067] The control unit 11 determines whether "Question" was selected in step S13 (step S14). If it determines that "Question" was selected (S13: YES), the control unit 11 refers to the question DB 142 and displays a list of answerable questions on the speaker 2 (step S15). The control unit 11 accepts the input of a question via the speaker 2 (step S16). The control unit 11 displays the answer corresponding to the input question on the speaker 2 (step S17) and terminates the series of processes.

[0068] If it is determined that "Question" has not been selected (S14: NO), the control unit 11 determines whether or not "Order" has been selected (step S18). If it is determined that "Order" has not been selected (S18: NO), the control unit 11 returns 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 and accepts the selection input, and displays each of the selected services on the speaker 2 (step S19). In this case, the control unit 11 steps Based on the user attribute information (and behavioral history information) obtained in S11, the control unit 11 determines the priority of each service and displays each service according to that 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 requests (usage requests) for the displayed services via the speaker 2 (step S20). The control unit 11 stores the contents of the request in the request DB 144, associating it with the date and time the request was received, the room number of the guest room, etc., and also adds (calculates) the usage fee for the requested service to the fee to be billed to the user, and stores the added fee in the request DB 144 (step S21). The control unit 11 then completes the series of processes.

[0070] Figure 12 is a flowchart showing the procedure for request management processing. Based on Figure 12, the processing details for displaying request information on terminal 3 will be explained. The control unit 11 of server 1 determines whether or not to display the request list screen (management screen) in response to the operation input from terminal 3 (step S31). If it is determined that the request list screen should be displayed (S31: YES), the control unit 11 accepts the floor selection input (step S32). The control unit 11 refers to the request DB 144 and displays a request list screen on terminal 3 that shows the status of requests received from each guest room on the selected floor (step S33). The control unit 11 accepts operation input via terminal 3 to change the status of each request and updates the request status (state) 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 the room list screen (management screen) (step S35). If it is determined that the room list screen should be displayed (S35: YES), the control unit 11 causes terminal 3 to display the room list screen, which shows the status of each room in the accommodation facility (step S36). The room status displayed in step S36 includes information such as the status of the request, whether the room is being cleaned, and whether a user is staying in the room. The control unit 11 displays the status of each room in a list, and if a room is one for which a request has not yet been made, it displays an alert icon associated with that room. The control unit 11 accepts an operation input to change the status of a room and updates the status of the room stored in the room DB 141 (step S37). The control unit 11 then terminates the series of processes.

[0072] If it is determined that the 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 to step S31.

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

[0074] Furthermore, the control unit 11 calculates the cost savings resulting from the introduction of speaker 2 (user interface) based on the quantity of services requested via speaker 2 (step S40). For example, the control unit 11 calculates the cost savings by multiplying the average call time required when providing services via telephone and the hourly wage information of the staff answering the telephone by the quantity of requests. The control unit 11 displays the analysis results from step S39 and the cost savings calculated in step S40 on terminal 3 (step S41). The control unit 11 then completes the series of processes.

[0075] Based on the above, according to this embodiment, each service is displayed with priority according to the user's attribute information, and the user can make requests appropriately.

[0076] Furthermore, according to this embodiment, by using a user interface (speaker 2) equipped with screen display and audio input / output functions, requests can be made both by inputting operations on the display screen (object) and by voice input, allowing the user to make requests more quickly and accurately.

[0077] Furthermore, according to this embodiment, the staff can be shown on the request list screen whether the request has been completed (service provided), and can update the completion status on the same screen, thereby streamlining the staff's work.

[0078] Furthermore, according to this embodiment, the cost reduction effect of introducing speaker 2 can be presented 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, by also referring to the user's behavior history within the guest room, the priority of services can be determined more appropriately.

[0081] The embodiments disclosed herein should be considered in all respects to be illustrative and not restrictive. The scope of the invention is indicated by the claims and not in the sense described above, and all modifications within the sense and scope equivalent to the claims are intended to be included. [Explanation of Symbols]

[0082] 1. Server (Information Processing Device) P Program 141 Guest Room Database 142 Question Database 143 Service DB 144 Request DB 2 speakers 3 terminals 4. Management Server 401 Accommodation Management Database

Claims

1. A reception unit that receives requests from the user via a user interface for the use of a service that provides items to the room of the facility where the user is staying, A storage unit that stores, in association with each room of the facility, the services requested by the user staying in each room, and the status of the response to said services, An output unit outputs a management screen to the terminal device of the facility's staff, which has a first area that displays the number of service requests that have not been completed on each floor, corresponding to the floor number of each floor of the facility. Equipped with, When a floor specification input is received via the first area of ​​the management screen, the output unit outputs the management screen, which has a second area that displays the response status for each room on the specified floor that has received a service request, to the terminal device of the facility's staff. An information processing device characterized by the following:

2. The user interface display unit is equipped with a display control unit that displays the type of service, The reception unit receives the user's input for selecting the type of service via the user interface. An acquisition unit that acquires attribute information of the user staying in the room corresponding to the user interface that received the input and / or behavioral history information indicating the user's behavioral history in the room, The system includes a determination unit that determines a priority level indicating the degree to which each of the selected types of services should be presented to the user based on the user's attribute information and / or behavioral history information, The display control unit displays the service on the display unit according to the determined priority. The information processing apparatus according to feature 1.

3. The user interface comprises a display unit, an input unit that receives operation input for objects displayed by the display unit, and an audio input unit and an audio output unit that perform audio input and output. The reception unit accepts input via either operation input in the input unit or voice input in the voice input unit. The information processing apparatus according to claim 1 or 2.

4. The service details displayed on the aforementioned management screen are the names of the items delivered to the room where the user is staying. The information processing apparatus according to any one of claims 1 to 3.

5. The service receives requests from users via a user interface for the provision of items to the rooms of the facilities where the user is staying. The storage unit stores in relation to each room of the facility the services requested by the user staying in each room, and the status of the response to those services. A management screen having a first area that displays the number of service requests that have not been completed on each floor, corresponding to the floor number of each floor of the facility, is output to the terminal device of the facility's staff. When a floor specification input is received via the first area of ​​the management screen, the management screen, which has a second area that displays the response status for each room on the specified floor that has received a service request, is output to the terminal device of the facility's staff. An information processing method characterized in that the processing is performed by a computer.

6. The service receives requests from users via a user interface for the provision of items to the rooms of the facilities where the user is staying. The storage unit stores in relation to each room of the facility the services requested by the user staying in each room, and the status of the response to those services. A management screen having a first area that displays the number of service requests that have not been completed on each floor, corresponding to the floor number of each floor of the facility, is output to the terminal device of the facility's staff. When a floor specification input is received via the first area of ​​the management screen, the management screen, which has a second area that displays the response status for each room on the specified floor that has received a service request, is output to the terminal device of the facility's staff. A program characterized by having a computer perform a process.

7. A management system comprising a user interface, a terminal device used by facility staff, and an information processing device connected to the user interface and the terminal device via communication, The aforementioned information processing device is A reception unit that receives requests from the user via the user interface for the use of a service that provides goods to the room of the facility where the user is staying, A storage unit that stores, in association with each room of the facility, the services requested by the user staying in each room, and the status of the response to said services, An output unit outputs a management screen to the terminal device of the facility's staff, which has a first area that displays the number of service requests that have not been completed on each floor, corresponding to the floor number of each floor of the facility. Equipped with, When a floor specification input is received via the first area of ​​the management screen, the output unit outputs the management screen, which has a second area that displays the response status for each room on the specified floor that has received a service request, to the terminal device of the facility's staff. A management system characterized by the following features.

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