Information processing device and information processing method

Abstract

This prevents users from discontinuing their use of online services when an operator is unable to respond to them. [Solution] The information processing device 1 includes a reception unit 131 that receives a call session connection request from a facility terminal 2 used by a user installed in the facility to an operator terminal 3 used by an operator that provides a predetermined service to the user; a session control unit 132 that starts a call session between the facility terminal 2 and the operator terminal 3 when the operator responds to the connection request; an acquisition unit 133 that acquires facility-related information when the operator is unable to respond to the connection request, by acquiring status information indicating the situation until the operator can provide the predetermined service, and generating facility-related information related to the facility based on the acquired status information using a large-scale language model; and an output unit 134 that outputs the facility-related information acquired by the acquisition unit 133 to the facility terminal 2.

Description

Technical Field

[0001] The present invention relates to an information processing apparatus and an information processing method.

Background Art

[0002] Conventionally, terminals used for users to utilize various services are installed in stores such as convenience stores, and services for making online calls to customers using the terminals have been provided (for example, see Patent Document 1).

Prior Art Documents

Patent Documents

[0003]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0004] In an online interview service, there are cases where an operator cannot respond to a user immediately. In this case, there is a problem that if the user's waiting time is long, the user may cancel the use.

[0005] Therefore, the present invention has been made in view of these points, and an object thereof is to suppress a user from canceling the use of an online service when an operator cannot respond to the user.

Means for Solving the Problems

[0006] An information processing device according to a first aspect of the present invention includes: a reception unit that receives a request to connect a call session from a facility terminal used by a user installed in a facility to an operator terminal used by an operator that provides a predetermined service to the user; a session control unit that, when the operator responds to the connection request, starts a call session between the facility terminal and the operator terminal; an acquisition unit that, when the operator is unable to respond to the connection request, acquires status information indicating the situation until the operator can provide the predetermined service, and acquires facility-related information by causing a large-scale language model to generate facility-related information related to the facility based on the acquired status information; and an output unit that outputs the facility-related information acquired by the acquisition unit to the facility terminal.

[0007] The acquisition unit may acquire the status information indicating the estimated waiting time until the operator is able to provide the predetermined service. The acquisition unit may acquire facility-related information corresponding to the length of the predicted waiting time. The acquisition unit may acquire facility-related information that prompts the user to use the facility if the predicted waiting time exceeds a predetermined time.

[0008] The acquisition unit may acquire contact information for contacting the user terminal used by the user, and after the output unit outputs the facility-related information to the facility terminal, it may acquire new status information, and the output unit may output the new status information to the user terminal based on the contact information.

[0009] If the estimated waiting time exceeds a predetermined time, the acquisition unit may acquire benefit information indicating benefits available at the facility as facility-related information to encourage the user to use the facility. The acquisition unit may acquire the benefit information for which an expiration date has been set based on the predicted waiting time.

[0010] If the estimated waiting time exceeds a predetermined time, the reception unit may receive notification from the user that the user is leaving the facility terminal, and when the output unit receives notification from the user that the reception unit is leaving the facility terminal, it may output a lock screen to the display unit of the facility terminal to restrict the use of the facility terminal by a user other than the user in question.

[0011] When the output unit receives notification from the user that the reception unit is leaving the facility terminal, it may output authentication information for unlocking the lock screen of the facility terminal to the display unit of the facility terminal, and then output the lock screen to the display unit of the facility terminal. Depending on the receipt of the authentication information, the output unit may also output a screen that appears before the lock screen is displayed to the display unit.

[0012] If the predicted waiting time exceeds a predetermined time, the acquisition unit may acquire, as facility-related information, benefit information indicating benefits available at the facility. If the estimated waiting time exceeds a predetermined time, the acquisition unit may acquire, as facility-related information, benefit information indicating benefits available at the facility after the end of the call session. The acquisition unit may increase the value of the benefit if the time from receiving the connection request to starting the call session is longer than the estimated waiting time.

[0013] The acquisition unit may acquire the status information from the operator terminal, indicating the number of other users the operator is dealing with before the operator can provide the predetermined service to the user.

[0014] The acquisition unit may acquire at least one of the following as facility-related information: advertising information for the facility, weather information indicating the weather in the vicinity of the facility, news information indicating news in the vicinity of the facility, and event information held at the facility. The acquisition unit may acquire information related to the predetermined service provided to the user from the facility terminal as facility-related information. The output unit may output the status information acquired by the acquisition unit to the facility terminal.

[0015] A second aspect of the present invention relates to an information processing method, which includes the steps of: receiving a call session connection request from a facility terminal used by a user installed in a facility to an operator terminal used by an operator that provides a predetermined service to the user, executed by a computer; starting a call session between the facility terminal and the operator terminal when the operator responds to the connection request; acquiring status information indicating the situation until the operator can provide the predetermined service when the operator is unable to respond to the connection request, and acquiring facility-related information by causing a large-scale language model to generate facility-related information related to the facility based on the acquired status information; and outputting the acquired facility-related information to the facility terminal. [Effects of the Invention]

[0016] According to the present invention, it is possible to prevent users from discontinuing their use of online services when an operator is unable to respond to them. [Brief explanation of the drawing]

[0017] [Figure 1] This is a diagram illustrating the overview of an information processing device. [Figure 2] This diagram shows the functional configuration of an information processing device. [Figure 3] This figure shows an example of a service selection screen. [Figure 4] This figure shows an example of facility-related information displayed on a facility terminal. [Figure 5] This is a flowchart showing the processing flow of an information processing device. [Modes for carrying out the invention]

[0018] [Overview of Information Processing Device 1] FIG. 1 is a diagram for explaining the overview of the information processing device 1. The information processing device 1 is communicably connected to a facility terminal 2 used by a user installed in a facility such as a convenience store and an operator terminal 3 used by an operator who provides a predetermined service to the user. The information processing device 1 is a computer for providing a predetermined service to a user using the facility terminal 2 by an operator using the operator terminal 3.

[0019] First, in response to the user performing an operation for starting the use of a predetermined service on the facility terminal 2, the information processing device 1 receives a connection request for a call session from the facility terminal 2 to the operator terminal 3 ((1) in FIG. 1). When the information processing device 1 receives the connection request, it makes the connection request to the operator terminal 3 ((2) in FIG. 1). When the operator responds to the connection request, a call session between the facility terminal 2 and the operator terminal 3 is started.

[0020] When the operator cannot promptly respond to the connection request ((3) in FIG. 1), the information processing device 1 identifies the situation until the operator can provide the predetermined service, and based on the identified situation, acquires facility-related information related to the facility ((4) in FIG. 1). Then, the information processing device 1 outputs the acquired facility-related information to the facility terminal 2 ((5) in FIG. 1).

[0021] By doing so, the user can check the facility-related information and spend time when the call with the operator cannot be made. Therefore, the information processing device 1 can suppress the user from canceling the use of the online service when the operator cannot respond to the user.

[0022] [Functional Configuration of Information Processing Device 1] Next, the functional configuration of the information processing device 1 will be described. Figure 2 is a diagram showing the functional configuration of the information processing device 1. The information processing device 1 includes a communication unit 11, a storage unit 12, and a control unit 13.

[0023] The communication unit 11 is a communication interface for sending and receiving data with external devices such as the facility terminal 2 and the operator terminal 3. The memory unit 12 is a storage medium for storing various types of data, and includes ROM, RAM, and hard disks. The memory unit 12 stores programs to be executed by the control unit 13. The memory unit 12 also stores programs that cause the control unit 13 to function as a reception unit 131, a session control unit 132, an acquisition unit 133, and an output unit 134.

[0024] The control unit 13 is, for example, a CPU. The control unit 13 functions as a reception unit 131, a session control unit 132, an acquisition unit 133, and an output unit 134 by executing a program stored in the memory unit 12.

[0025] The reception unit 131 receives a request to connect a call session from a facility terminal 2 used by a user installed in the facility to an operator terminal 3 used by an operator providing a predetermined service to the user. For example, the facility terminal 2 first displays a service selection screen on its display unit. Figure 3 shows an example of a service selection screen. It can be seen that the service selection screen shown in Figure 3 displays one of several services that the facility terminal 2 can provide, allowing the user to select one.

[0026] The specified services include, for example, at least one of the following: smartphone services that allow procedures such as those related to smartphones; electricity and gas services that allow procedures such as those related to electricity, gas, and internet; financial services that allow consultations on loans, etc.; healthcare services that allow consultations on health-related matters; and lifestyle consultation services that allow consultations on daily life matters.

[0027] When a user performs an operation to initiate the use of a predetermined service on the facility terminal 2, the facility terminal 2 sends a request to the information processing device 1 to connect to a call session with the operator terminal 3. The reception unit 131 receives the connection request from the facility terminal 2 and accepts the request to connect to a call session with the operator terminal 3.

[0028] When an operator responds to a call session connection request, the session control unit 132 initiates a call session between the facility terminal 2 and the operator terminal 3. For example, when the reception unit 131 receives a call session connection request, the session control unit 132 sends the connection request to the operator terminal 3. When an operator responds to a call session connection request, the session control unit 132 initiates a call session between the facility terminal 2 and the operator terminal 3 and relays the communication related to the call between the facility terminal 2 and the operator terminal 3.

[0029] When the operator is unable to respond to a connection request, the acquisition unit 133 identifies the circumstances until the operator can provide a predetermined service, and acquires facility-related information related to the facility based on the identified circumstances.

[0030] For example, if the acquisition unit 133 does not acquire response information from the operator terminal 3 indicating that the operator has responded to the connection request within a predetermined time after the session control unit 132 sends the connection request to the operator terminal 3, it determines that the operator is unable to respond to the connection request. However, the acquisition unit 133 does not limit its determination to cases where it does not acquire response information from the operator terminal 3 within a predetermined time, but it does not limit its determination to cases where the operator is unable to respond to the connection request. For example, if the operator is unable to respond to the connection request, the acquisition unit 133 may acquire information from the operator terminal 3 indicating that the operator is dealing with another user and cannot immediately respond to the user. The acquisition unit 133 may then determine that the operator is unable to respond to the connection request if it has acquired information indicating that the operator is unable to respond to the connection request.

[0031] The acquisition unit 133 may, for example, identify the current service response status on the operator side, such as the number of operators currently providing service or the number of operator terminals 3 currently providing service. The acquisition unit 133 may then determine that an operator is unable to respond to a connection request if the number of operator terminals 3 providing service and the number of personnel providing service are equal to the number of operators currently providing service and the number of operator terminals 3 currently providing service that it has identified.

[0032] When the acquisition unit 133 determines that the operator is unable to respond to a connection request, it identifies the situation by acquiring status information that indicates the circumstances until the operator can provide a predetermined service. Then, based on the situation indicated by the acquired status information, the acquisition unit 133 acquires facility-related information related to the facility.

[0033] For example, first, if the acquisition unit 133 determines that the operator is unable to respond to the connection request, it acquires status information from the operator terminal 3, which indicates the estimated waiting time until the operator can provide the predetermined service, as status information indicating the situation until the operator can provide the predetermined service. Based on this, the acquisition unit 133 identifies the estimated waiting time indicated by the status information.

[0034] The acquisition unit 133 acquired status information indicating the estimated waiting time from the operator terminal 3, but is not limited to this. It may also acquire status information from the operator terminal 3 indicating the number of other users the operator will be dealing with before the operator can provide a predetermined service to the user. In this case, the acquisition unit 133 may further determine the estimated waiting time based on the number of other users.

[0035] The acquisition unit 133 then acquires facility-related information corresponding to the length of the predicted waiting time indicated by the acquired status information. Here, facility-related information is at least one of the following: advertising information for the facility, weather information indicating the weather around the facility, news information indicating news around the facility, and event information held at the facility. Facility-related information may also include information related to a predetermined service provided by the facility terminal 2, that is, information related to a predetermined service selected by the user on the service selection screen. For example, if the predetermined service selected by the user is a healthcare service, the facility-related information is advertising information for health foods provided at the facility that is related to healthcare. The predetermined service and the facility-related information may be pre-associated and stored in the storage unit 12, or facility-related information corresponding to the predetermined service may be generated by a large-scale language model. Furthermore, facility-related information corresponding to the length of the predicted waiting time is facility-related information having an amount of information corresponding to the length of the predicted waiting time.

[0036] For example, the acquisition unit 133 may acquire facility-related information by generating facility-related information corresponding to the length of the predicted waiting time. Alternatively, the acquisition unit 133 may acquire facility-related information corresponding to the length of the predicted waiting time from a large-scale language model. In this case, the acquisition unit 133 generates a prompt for the large-scale language model that includes the predicted waiting time and the type of facility-related information to be generated, instructing the model to generate facility-related information corresponding to the predicted waiting time and the type. The acquisition unit 133 inputs this prompt to the large-scale language model and acquires the facility-related information output by the large-scale language model.

[0037] The output unit 134 outputs the facility-related information acquired by the acquisition unit 133 to the facility terminal 2. Figure 4 shows an example of facility-related information displayed on the facility terminal 2. In the example shown in Figure 4, it can be seen that advertising information regarding food products sold at the facility is displayed as facility-related information. This allows the user to wait for a call with an operator while checking the facility-related information, so the information processing device 1 can prevent the user from canceling the online call if the operator is unable to respond to the user.

[0038] The output unit 134 outputs facility-related information acquired by the acquisition unit 133 to the facility terminal 2, but is not limited to this. The output unit 134 may also output status information acquired by the acquisition unit 133 to the facility terminal 2. In this way, the user can check the status until they can speak with an operator. In addition, if the estimated waiting time indicated by the acquired status information exceeds a predetermined time, the acquisition unit 133 may acquire facility-related information prompting the user to use the facility. The output unit 134 then outputs this facility-related information to the facility terminal 2. If the estimated waiting time exceeds a predetermined time, the reception unit 131 accepts from the user that the user is leaving the facility terminal 2.

[0039] Furthermore, when the output unit 134 detects that the user has left the facility terminal 2, it outputs authentication information to the display unit of the facility terminal 2 to unlock a lock screen that restricts the use of the facility terminal 2 by users other than the user, and then outputs the lock screen to the display unit of the facility terminal 2. The reception unit 131 accepts the input of authentication information while the output unit 134 is outputting the lock screen to the display unit of the facility terminal 2.

[0040] The output unit 134 outputs the screen shown before the lock screen is displayed, i.e., the screen shown in Figure 4, which is in a state of waiting to speak with an operator, to the display unit of the facility terminal 2 if the input authentication information matches the authentication information displayed on the facility terminal 2 before the lock screen is output. In this way, it is possible to prevent a situation where a user is unable to speak with an operator because another user uses the facility terminal 2 when the user leaves it and then returns to the facility terminal 2 to find it occupied by another user.

[0041] Furthermore, when the reception unit 131 receives notification that the user is leaving the facility terminal 2, the acquisition unit 133 acquires contact information to contact the user terminal (not shown) used by the user, and after the output unit 134 outputs facility-related information to the facility terminal, it acquires new status information. The output unit 134 may then output the newly acquired status information from the acquisition unit 133 to the user's user terminal based on the contact information acquired by the acquisition unit 133. In this way, even if the user is away from the facility terminal 2, they can check the waiting status and return to the facility terminal 2 in time for the start of the call with the operator.

[0042] Furthermore, if the estimated waiting time exceeds a predetermined time, the acquisition unit 133 may acquire benefit information indicating benefits available at the facility as facility-related information to encourage the user to use the facility. In this case, the benefits available at the facility may be benefits available at the facility after the end of the call session.

[0043] For example, if the estimated waiting time exceeds a predetermined time, the output unit 134 outputs a message to the facility terminal 2 as facility-related information indicating that the user will be granted benefits available at the facility after the call session ends. Then, when the call session starts and subsequently ends, the output unit 134 outputs benefit information indicating the benefits. In this way, it is possible to prevent users from ending a call session without starting it.

[0044] Furthermore, while the benefits available at the facility are defined as benefits that can be used at the facility after the call session ends, this is not limited to this. The acquisition unit 133 may acquire benefit information with an expiration date set based on the estimated waiting time. In this case, the acquisition unit 133 may acquire benefit information with an expiration date set to the time when the estimated waiting time ends. The output unit 134 then outputs the benefit information to the facility terminal 2. In this way, the user can use the benefits to shop at the facility at a discount during the estimated waiting time, and the information processing device 1 can reduce the user's frustration from waiting for a call.

[0045] Furthermore, in this case, the acquisition unit 133 may increase the value of the reward if the time from receiving the connection request to starting the call session is longer than the estimated waiting time indicated by the acquired status information. By doing so, user dissatisfaction can be reduced if the time from receiving the connection request to starting the call session is longer than the estimated waiting time.

[0046] [Operation Flow] Next, we will explain the processing flow in the information processing device 1. Figure 5 is a flowchart of the processing flow of the information processing device. Figure 5 explains the processing flow until a call session is initiated between the facility terminal 2 and the operator terminal 3.

[0047] First, the reception unit 131 receives a request to connect a call session from the facility terminal 2 to the operator terminal 3 (S1). In response to the reception unit 131 receiving the request to connect a call session, the session control unit 132 makes a connection request to the operator terminal 3 (S2).

[0048] Next, the session control unit 132 determines whether or not it has obtained response information from the operator terminal 3 indicating that the operator has responded to the connection request (S3). If the session control unit 132 determines that it has obtained response information (YES in S3), it moves the process to S9; if it determines that it has not obtained response information (NO in S3), it moves the process to S4.

[0049] In S4, the acquisition unit 133 determines whether a predetermined time has elapsed since the connection request was made in S2. If the acquisition unit 133 determines that the predetermined time has not elapsed (NO in S4), it moves the process to S3.

[0050] When the acquisition unit 133 determines that a predetermined time has elapsed (YES in S4), it moves to S5 to acquire status information, and then acquires facility-related information based on the acquired status information (S6). Then, the output unit 134 outputs the acquired facility-related information to the facility terminal 2 (S7).

[0051] Next, the session control unit 132 determines whether or not it has received response information from the operator terminal 3 (S8). If the session control unit 132 determines that it has received response information (YES in S8), it proceeds to S9. If it determines that it has not received response information (NO in S8), it re-executes S8.

[0052] When the session control unit 132 determines that it has received response information in S3 or S8, it starts a call session between the facility terminal 2 and the operator terminal 3 (S9). As a result, the user of the facility terminal 2 can communicate with the operator on the operator terminal 3 and receive a predetermined service from the operator.

[0053] [Effects of Information Processing Device 1] As described above, the information processing device 1 according to this embodiment receives a request to connect a call session from a facility terminal 2 used by a user installed in the facility to an operator terminal 3 used by an operator that provides a predetermined service to the user. When the operator is unable to respond to the connection request, the device acquires status information indicating the situation until the operator can provide the predetermined service. Based on the status information acquired, the device acquires facility-related information related to the facility and outputs the acquired facility-related information to the facility terminal 2. In this way, the information processing device 1 can prevent users from discontinuing their use of online services when an operator is unable to respond to them.

[0054] Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations-led Sustainable Development Goals (SDGs), "Build resilient infrastructure, promote inclusive and sustainable industrialization and foster innovation."

[0055] Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of its gist. For example, all or part of the apparatus can be configured by functionally or physically distributing and integrating in any unit. Furthermore, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effects of the new embodiments resulting from the combinations are combined with the effects of the original embodiments. [Explanation of symbols]

[0056] 1. Information Processing Device 2 Facility terminals 3 Operator terminal 11 Communications Department 12 Storage section 13 Control Unit 131 Reception Department 132 Session Control Unit 133 Acquisition Department 134 Output section

Claims

1. A reception unit that receives requests to connect call sessions from facility terminals used by users installed in the facility to operator terminals used by operators who provide predetermined services to the users, When the operator responds to the connection request, a session control unit initiates a call session between the facility terminal and the operator terminal. When the operator is unable to respond to the connection request, the acquisition unit acquires status information indicating the estimated waiting time until the operator can provide the predetermined service, inputs the estimated waiting time indicated by the acquired status information and the type of facility-related information related to the facility to be generated into a large-scale language model to cause the large-scale language model to generate the facility-related information, and acquires the facility-related information output by the large-scale language model. An output unit that outputs the facility-related information acquired by the acquisition unit to the facility terminal, An information processing device having

2. The acquisition unit acquires facility-related information corresponding to the length of the predicted waiting time. The information processing apparatus according to claim 1.

3. The acquisition unit acquires facility-related information that prompts the user to use the facility if the predicted waiting time exceeds a predetermined time. The information processing apparatus according to claim 1.

4. The acquisition unit acquires contact information for contacting the user terminal used by the user, and after the output unit outputs the facility-related information to the facility terminal, it acquires new status information. The output unit outputs new status information to the user terminal based on the contact information. The information processing apparatus according to claim 3.

5. If the estimated waiting time exceeds a predetermined time, the acquisition unit acquires benefit information indicating benefits available at the facility as facility-related information to encourage the user to use the facility. The information processing apparatus according to claim 3.

6. The acquisition unit acquires the benefit information for which an expiration date has been set based on the predicted waiting time. The information processing apparatus according to claim 5.

7. The reception unit, if the estimated waiting time exceeds a predetermined time, receives notification from the user that the user is leaving the facility terminal. When the output unit receives notification from the user that the reception unit is leaving the facility terminal, it outputs a lock screen to the display unit of the facility terminal to restrict the use of the facility terminal by a user other than the aforementioned user. The information processing apparatus according to claim 3.

8. When the output unit receives notification from the user that the reception unit is leaving the facility terminal, it outputs authentication information for unlocking the lock screen of the facility terminal to the display unit of the facility terminal, then outputs the lock screen to the display unit of the facility terminal, and in response to receiving the authentication information, outputs a screen that was displayed on the display unit before the lock screen was displayed. The information processing apparatus according to claim 7.

9. If the predicted waiting time exceeds a predetermined time, the acquisition unit acquires, as facility-related information, benefit information indicating benefits available at the facility. The information processing apparatus according to claim 1.

10. If the estimated waiting time exceeds a predetermined time, the acquisition unit acquires, as facility-related information, benefit information indicating benefits available at the facility after the end of the call session. The information processing apparatus according to claim 9.

11. If the time from receiving the connection request to starting the call session is longer than the estimated waiting time, the acquisition unit increases the value of the benefit. The information processing apparatus according to claim 9.

12. The acquisition unit acquires status information from the operator terminal indicating the number of other users the operator is dealing with before the operator can provide the predetermined service to the user. The information processing apparatus according to claim 1.

13. The acquisition unit acquires at least one of the following as facility-related information: advertising information for the facility, weather information indicating the weather in the vicinity of the facility, news information indicating news in the vicinity of the facility, and event information held at the facility. The information processing apparatus according to claim 1.

14. The acquisition unit acquires information related to the predetermined service provided to the user from the facility terminal as facility-related information. The information processing apparatus according to claim 1.

15. The output unit outputs the status information acquired by the acquisition unit to the facility terminal. The information processing apparatus according to claim 1.

16. A computer executes The steps include receiving a request to connect a call session from a facility terminal used by a user installed in the facility to an operator terminal used by an operator providing a predetermined service to the user, When the operator responds to the connection request, the operator initiates a call session between the facility terminal and the operator terminal. When the operator is unable to respond to the connection request, the operator obtains status information indicating the estimated waiting time until the operator can provide the predetermined service, inputs the estimated waiting time indicated by the obtained status information and the type of facility-related information related to the facility to be generated into a large-scale language model to cause the large-scale language model to generate the facility-related information, and obtains the facility-related information output by the large-scale language model. The steps include outputting the acquired facility-related information to the facility terminal, An information processing method having

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