Multilingual guidance call delivery method

Abstract

Even when one of the callers is unidentified, this system can accurately identify the caller, translate the message into multiple languages, and ensure a smooth call. It also reduces the system's memory load by eliminating call interruptions due to busy signals, thus enabling both customer harassment prevention and personal information protection. [Solution] When a call request is sent to the automatic distribution system 2, the automatic distribution system 2 searches for an available host on the guidance call provider terminal 3 and transmits the call request signal. When the response voice from the available host is sent to the language-specific voice room distribution system 4, the response voice from the available host is sent to the input room host in the voice room 5. The response voice is sent to the translation processing device 7, where a translated voice is synthesized in the language set by the guidance call requester, then distributed to the foreign language output room of the voice room, and transmitted to the guidance call request terminal 1.

Description

Technical Field

[0001] The present invention relates to a method for distributing multilingual guidance calls used when making a guidance call from a service provider such as a hotel in response to inquiries from foreign users using a hotel or the like.

Background Art

[0002] With the increase in foreign travelers, many foreigners stay at hotels, and there is a situation where foreign guests make various inquiries in foreign languages at the hotel front desk. Usually, such inquiries are made using an internal phone within the hotel, and on the hotel side, in order to handle foreign tourists, there are staff proficient in foreign languages waiting to respond.

[0003] However, in recent years, travelers from many countries visit, and it is difficult to arrange staff who can handle many types of foreign languages from the perspective of securing human resources. Also, with an internal phone within the hotel, when many inquiries concentrate, the line becomes busy, and the information provision service for guests is not sufficient, causing inconvenience to the guests. Especially in an emergency such as a disaster, inquiries concentrate at once, and it is difficult to respond quickly and appropriately, increasing the anxiety and dissatisfaction of users.

[0004] An example of a technique aimed at easily specifying the language type in face-to-face voice translation is disclosed in Patent Document 1.

Prior Art Documents

Patent Documents

[0005]

Patent Document 1

Summary of the Invention

Problems to be Solved by the Invention

[0006] Hotel guests typically own smartphones, and if they can use their smartphones to communicate with terminals installed at the hotel via an internet connection to make inquiries, it would be convenient as it would allow them to make calls without using any additional hardware resources.

[0007] However, while internet-based calls conducted to date are of the B2B type, used in situations where both the caller and receiver are identified, communication between a hotel front desk and a guest is a B2C type, where the hotel front desk is identified, but the guest is unspecified. Therefore, it has different characteristics from typical internet calls, and it is necessary to accurately establish a call in a situation where one party is unspecified.

[0008] In hotels, each room is usually equipped with an internal telephone, making it easy to identify the device used by the guest. However, for a call to be conducted using a guest's smartphone as the device, and for the translation process to be effective, it is necessary to identify the guest's smartphone, which is one of the parties involved in the translation system. This situation, where one party is unspecified, is a common challenge not only for foreign guests but also for Japanese guests. Furthermore, in tourist information service organizations such as tourist information centers, public service providers such as government offices, bank counters, and call centers for product sales, when providing information, there are no internal telephone systems like those in hotels that are available for use by those requesting information. Therefore, if the smartphone of the person requesting information cannot be used as the communication device, information provision via telephone call is not possible.

[0009] Furthermore, guests use a wide variety of foreign languages ​​for inquiries. Building a system that can handle these multiple languages ​​would place a heavy load on the system's memory, which would lead to operational problems. Therefore, there is a need to reduce the memory load while connecting the smartphones owned by foreign guests with terminals installed at the hotel via the internet to handle their inquiries.

[0010] Furthermore, in recent years, customer harassment has become a problem in various industries, and countermeasures against it are required. However, at the same time, it is also necessary to protect customers' personal information obtained through commercial transactions, creating a situation where both customer harassment countermeasures and personal information protection are required.

[0011] This invention was made in consideration of these circumstances, and aims to provide a multilingual guidance call delivery method that can accurately identify the caller even when one of the callers is unspecified, translate the call into multiple languages ​​to ensure a successful call, reduce the system's memory load without causing call interruptions due to busy lines, and enable both customer harassment prevention and personal information protection. [Means for solving the problem]

[0012] To solve the above problems, the present invention provides a multilingual guidance call distribution method that is used when a guidance call requester makes a call request using a guidance call request terminal and receives a guidance call from a guidance call provider terminal installed on the guidance call provider side, and the language used by the guidance call requester and the language used by the guidance call provider are languages ​​selected from among the various languages ​​used in each country. The system is characterized by the selection of a language used by the call requester from among the various languages ​​used in each country, the identification of the call requester's attributes and language used via an information code assigned by the call service provider that identifies at least the call service provider, the identification of the call requesting terminal by a call requesting terminal identification means, and the delivery of the call using the web browser of the call requesting terminal and the call service provider terminal, so that a call is established between the call requester and the call service provider in the language selected by the call requester.

[0013] The information code assigned by the call guidance provider identifies the call guidance requester's attributes and language, and the call guidance requester's terminal is identified by the call guidance requester terminal identification means. This allows for a call between the call guidance requester and the call guidance provider in the language selected by the call guidance requester. Therefore, even if the caller is an unspecified general user, the call guidance requester and the call guidance requester terminal can be accurately identified, and it is possible to accurately recognize which terminal is using which language. As a result, a call request made using a call guidance requester terminal allows for accurate identification of the call recipient and enables multilingual calls. The call guidance requester's attributes refer to the information necessary for the call guidance provider to identify the call guidance requester.

[0014] The statement that the attributes and language of the person requesting the guidance call are identified at least through an information code that identifies the guidance call provider means that the information code assigned by the guidance call provider identifies only the guidance call provider, and the attributes and language of the person requesting the guidance call are identified by the person entering the information into a browser screen obtained by reading this information code, and that reading the information code assigned by the guidance call provider identifies not only the attributes of the guidance call provider but also the attributes and language of the person requesting the guidance call.

[0015] Furthermore, since the service is delivered using the web browser on both the requesting terminal and the providing terminal, there is no need to download translation apps or other software. Moreover, since the requesting party operates using the browser screen on their requesting terminal and the providing party operates using the browser screen on their providing terminal, no other special hardware is required. Therefore, it is highly convenient for both the requesting party and the providing party.

[0016] In the multi-language guidance call distribution method of the present invention, when a call request made by a guidance call requester using a guidance call request terminal is transmitted to the automatic distribution system, the automatic distribution system searches for an available host on the guidance call provider side terminal installed on the guidance call provider side and transmits the call request signal to that available host. When a voice response from an available host that has received a call request signal is sent to the language-specific voice room allocation system, the language-specific voice room allocation system sets up an input room host in the voice room created on the web and sends the voice response from the available host to the input room host. The response audio input to the voice room's input room host is sent to the translation processing device, where a translated audio is synthesized in the language set by the call requester. This translated audio is then distributed to the voice room's foreign language output room, and the translated audio is sent to the call requester's terminal. When the foreign language voice of the call requester responding to the translated synthesized voice of the call guidance provider is sent to the language-specific voice room allocation system, the language-specific voice room allocation system sets up a foreign language input room for the language set by the call requester in the voice room and sends that foreign language voice to the foreign language input room. The foreign language audio transmitted to the foreign language input room can be sent to a translation processing device, where a translated audio is synthesized in the language of the response audio of an available host, and then distributed to the output room host in the audio room, and finally transmitted to the guidance call provider terminal.

[0017] The automatic distribution system searches for available hosts on the information service provider's terminal and transmits call request signals to those available hosts, thus eliminating call downtime due to busy periods. Furthermore, the language-specific voice room distribution system eliminates the need for the information service provider to identify and wait for multiple languages, thus reducing the memory load required for the translation process while still supporting multiple languages. The language-specific voice room distribution system can be configured using a CPU and functions as a control unit that manages the voice rooms.

[0018] In the multi-language guidance call distribution method of the present invention, the response voice of the guidance call provider input to the input room host of the voice room is transmitted to the recording manager of the recording management system for recording, then transmitted to the translation processing device, where translated speech synthesis is performed, then transmitted to the distribution manager of the recording management system, and distributed to the foreign language output room of the voice room. The foreign language voice of the guidance call requester transmitted to the foreign language input room of the voice room is transmitted to the recording manager of the recording management system for recording, then transmitted to the translation processing device, where translated speech synthesis is performed, then transmitted to the distribution manager of the recording management system, and distributed to the output room host of the voice room.

[0019] By recording the conversation between the person requesting the guidance call and the person providing the guidance call, measures can be taken to prevent customer harassment and other related issues.

[0020] In the multi-language guidance call distribution method of the present invention, the recording management system may be configured to record only during the time managed by the guidance call provider for the guidance call requester, and to delete the recording once the managed time has elapsed.

[0021] Since the recordings are deleted after the designated time period has elapsed, this prevents the harmful effects of personal information being accumulated through recordings.

[0022] In the multi-language guidance call distribution method of the present invention, the guidance call providing side terminal is in a state where web browsers of a plurality of hosts who are the persons in charge on the guidance call providing side are waiting, and it can be set so that a call request signal can be transmitted from the automatic distribution system to an idle host.

[0023] Since web browsers of a plurality of hosts are in a waiting state, the automatic distribution system can quickly search for an idle host of the guidance call providing side terminal installed on the guidance call provider side, and transmit a call request signal to the idle host, so that there is no call unavailable time due to being on the phone.

[0024] In the multi-language guidance call distribution method of the present invention, the voice room includes an input room host into which the response voice of an idle host is input, and a foreign language output room to which the translated response voice output to the guidance call request terminal is distributed from the translation processing device. The foreign language output room can be set to be of multiple languages, and the foreign language output room of the language set by the guidance call request terminal is selected from them. When the call between the guidance call requester and the guidance call provider ends, the input room host and the foreign language output room enter a standby state where they have once stopped. When the management target time of the guidance call provider for the guidance call requester elapses, the input room host and the foreign language output room used for the call can be deleted.

[0025] When the call between the guidance call requester and the guidance call provider ends, the input room host and the foreign language output room enter a standby state where they have once stopped. When the management target time of the guidance call provider for the guidance call requester elapses, the input room host and the foreign language output room used for the call are deleted, thereby reducing the memory load required for the system constructed to realize a call with translation while being able to support multiple languages.

[0026] In the multi-language guidance call distribution method of the present invention, the voice room comprises a foreign language input room into which the foreign language voice of the guidance call requester is input, and an output room host into which the translated response voice output to the guidance call provider terminal is distributed from the translation processing device. The foreign language input room can be set for multiple languages, and the foreign language input room for the language set by the guidance call request terminal is selected from among them. When the call between the guidance call requester and the guidance call provider ends, the output room host and the foreign language input room enter a standby state and are temporarily stopped. When the management time for the guidance call provider for the guidance call requester has elapsed, the output room host and the foreign language input room used for the call can be deleted.

[0027] When a call between a call requester and a call provider ends, the output room host and foreign language input room enter a paused standby state. Once the time allocated for the call provider to the call requester has elapsed, the output room host and foreign language input room used for that call are deleted. This reduces the memory load required for a system built to support multiple languages ​​while enabling calls with translation.

[0028] In the multilingual guidance call delivery method of the present invention, the guidance call request terminal can be selected from a multilingual web browser and can be used as a terminal that establishes a call in the language selected by the guidance call requester.

[0029] The guidance call request terminal allows users to select a web browser with multiple languages, enabling them to request and receive guidance calls in multiple languages.

[0030] In the multi-language guidance call distribution method of the present invention, the guidance call provider is identified by reading a two-dimensional code assigned by the guidance call provider with the guidance call request terminal. The guidance call requester's attributes and language used are identified through screen operations by logging in from the guidance call request terminal's web browser screen, and a unique ID as a first identifier is created and recorded. This unique ID can be used to create a communication browser address used for calls between the guidance call requester and the guidance call provider.

[0031] The creation of a unique ID, which includes identifying the attributes and language used by the caller requesting the guidance call, can be performed through screen operations by the caller logging in via the web browser screen of the guidance call request terminal. The guidance call provider can then use the accumulated information about the caller requester as needed, such as reviewing past conversations.

[0032] In the multi-language guidance call delivery method of the present invention, the language used by the guidance call requesting terminal is determined when the guidance call requesting user logs in using the guidance call requesting terminal, by the guidance call provider terminal detecting the language set on the guidance call requesting terminal. The detected language can then be displayed on the guidance call requesting terminal as a candidate language to be used for the call, providing language selection guidance.

[0033] The service provider's terminal can detect the language used in the browser of the service requesting the service, and display a language selection prompt on the service requesting the service terminal, presenting the detected language as a candidate language for the call. The service requesting the service can review this language selection prompt, and if the setting is correct, the language for the call will be automatically set, simplifying input. If there is a setting error, or if the service requesting the service wishes to use a different language from the candidate language for any reason, the service requesting the service can change the language setting by inputting the information themselves.

[0034] In the multi-language guidance call distribution method of the present invention, by reading a two-dimensional code assigned by the guidance call provider with the guidance call request terminal, the attributes and languages ​​used by the guidance call provider and the guidance call requester are identified, a unique ID as a first identifier is created and recorded, and a communication browser address used for communication between the guidance call requester and the guidance call provider can be created using this unique ID.

[0035] The creation of a unique ID, which includes identifying the attributes and language of the caller requesting guidance, can also be done by scanning a QR code provided by the guidance service provider with the guidance service request terminal. When the foreign language used is a widely used and common language, such as English, it is convenient to identify the language by scanning a QR code pre-configured with that language. In this case, scanning the QR code pre-configured with the foreign language will log the user into a logged-in state. Even in this case, the creation of a unique ID allows the guidance service provider to use the accumulated information about the caller requester as needed, such as reviewing past conversations.

[0036] In the multi-language guidance call delivery method of the present invention, a unique ID is created at the time of login by the person requesting the guidance call, and once the use of that unique ID ends, the same unique ID can be prevented from being used thereafter.

[0037] Upon login by the call requester, the managed time for the call provider for the call requester begins, and the call history within that managed time is recorded as text data linked to a unique ID. Furthermore, once the use of that unique ID ends, the same unique ID will not be used again, thus preventing confusion of the data recorded under the unique ID and ensuring the accuracy of the management of records related to call guidance.

[0038] In the multi-language guidance call distribution method of the present invention, the guidance call request terminal identification means is performed by obtaining a token as a second identifier from a token creation server, the obtained token is linked and registered with a unique ID, information about the guidance call requester and the guidance call request terminal are associated and identified, and the guidance call provider can make a call to the guidance call request terminal.

[0039] Because the token is registered and linked to a unique ID, the guidance call provider can identify the guidance call requester and the guidance call requesting device, enabling the guidance call provider to call the guidance call requesting device. Therefore, in emergencies, it is possible to send push notifications, send push notification messages, and call the guidance call requester's browser device.

[0040] In the multi-language guidance call delivery method of the present invention, a talk room is created on the web and enters a waiting state where it can be connected, triggered by the login of a user requesting a guidance call. The talk room enters a connection waiting state when the user requests a call, enters a communication state during the call, enters a temporarily stopped waiting state when the call ends, and enters a completely stopped state and is deleted when the guidance call provider's management time for the user requesting the guidance call ends.

[0041] This type of operation in the chat room allows for proper management from the time the call requester accesses the system until the call ends. Furthermore, once the call from the requester ends, it enters a paused standby state, and when the management time for the call provider to the requester ends, it completely stops and is deleted. This allows for controlled and efficient use of the memory required to configure the system, enabling streamlined and efficient operation tailored to the usage patterns of call requesters. Therefore, it is possible to provide call guidance even with systems that have relatively small memory capacities.

[0042] In the multi-language guidance call delivery method of the present invention, in the talk room, the transition from the call in progress state to the standby state temporarily stopped due to the end of the call can be performed via a termination request state, which is an intermediate state in the termination process.

[0043] The termination request state, an intermediate state in the termination process, occurs when the call requester initiates an termination operation, when the server determines that the call has been disconnected, or when a timeout occurs. Going through this termination request state allows for a safer disconnection compared to immediately moving from the call in progress state to a paused state due to call termination, and enables logging, translation result saving, and reconnection hooks to be preserved. [Effects of the Invention]

[0044] According to the present invention, even in situations where one of the callers is unspecified, the caller can be accurately identified, translated into multiple languages, and the call can be successfully completed. This reduces the system's memory load by eliminating call interruptions due to busy lines, and enables a multilingual guidance call delivery method that balances measures against customer harassment with the protection of personal information. [Brief explanation of the drawing]

[0045] [Figure 1] This figure shows the basic configuration of a system for realizing a multi-language guidance call delivery method according to an embodiment of the present invention. [Figure 2] This diagram illustrates the processing process of an automated call routing system for guidance call requests. [Figure 3] This figure shows an example of the detailed processing of the sorting decision unit in an automatic sorting system. [Figure 4] This diagram illustrates the creation of a unique ID and the acquisition of a token. [Figure 5] This diagram illustrates access to the translation system based on the creation of a unique ID and the acquisition of a token. [Modes for carrying out the invention]

[0046] The multi-language guidance call delivery method of the present invention will be described below based on its embodiments. The present invention relates to a multilingual guided call distribution method used when a guided call requester makes a call request using a guided call request terminal and receives a guided call from a guided call provider terminal installed on the guided call provider side, and the language used by the guided call requester and the language used by the guided call provider are selected from among the various languages ​​used in each country. The method involves selecting the language used by the guided call requester from among the various languages ​​used in each country, identifying the attributes and language used by the guided call requester via an information code assigned by the guided call provider to identify at least the guided call provider, identifying the guided call request terminal by a guided call request terminal identification means, and distributing the guided call using the web browser of the guided call request terminal and the web browser of the guided call provider terminal so that a call is established between the guided call requester and the guided call provider in the language selected by the guided call requester.

[0047] The attributes of the caller requesting the information refer to information necessary for the information provider to identify the caller. An example of this is the room number in the case of a hotel. This allows for the identification of the caller, who is the caller requesting the information. The language used is set to be selectable by the caller requesting the information. Furthermore, the information requesting terminal is identified by the information requesting terminal identification means, thus identifying the information requesting terminal used by the caller. Details of the methods for identifying callers and their terminals will be described later.

[0048] To enable a call between a call requester and a call provider to be established in the language selected by the call requester means that if the language selected by the call requester is a foreign language different from the language used by the call provider, the call can be established by translating so that the content of the call can be understood. Furthermore, if the language selected by the call requester is the language of the same country as the language used by the call provider, the call can be established without translation, or a translation engine can be used to generate synthesized speech in the same country's language, thereby establishing the call. In any of these cases, the method of the present invention makes it possible to identify the attributes and language used by the call requester and to identify the call request terminal.

[0049] Figure 1 shows the basic configuration of a system for realizing a multilingual guidance call delivery method according to an embodiment of the present invention. In the following description, the person requesting the guidance call is assumed to be a hotel guest, and the person providing the guidance call is assumed to be the hotel front desk. However, the invention is not limited to such cases and can be applied to tourist information service organizations such as tourist information centers, public service providers such as government offices, bank counters, and call centers for product sales, etc. It can be applied to guidance call delivery between all guidance call requesters and guidance call providers.

[0050] The guidance call request terminal 1 is capable of selecting a web browser with multiple languages ​​and is used as a terminal to establish a call in the language selected by the guidance call requester. When a guidance call requester makes a call request using the guidance call request terminal 1 that they possess, the call request signal is sent to the automatic distribution system 2. The automatic distribution system 2 searches for an available host on the guidance call provider terminal 3 installed on the guidance call provider side and transmits the call request signal to that available host.

[0051] The call guidance terminal 3 has multiple hosts with web browsers waiting, and is configured to transmit a call request signal to an available host from the automatic distribution system 2. Because the automatic distribution system 2 can quickly search for an available host, there is no waiting time due to a busy line, as is the case with regular internal telephone lines.

[0052] In Figure 1, among the guidance call provider terminals 3, the host for person in charge A is available, so person in charge A's Japanese voice response is sent to the language-specific voice room allocation system 4. The language-specific voice room allocation system 4 sets the Japanese input room host in the voice room 5 created on the web and sends the Japanese voice response audio from person in charge A, who is an available host, to the Japanese input room host. Voice room 5 is created using a communication method that enables real-time communication.

[0053] The Japanese voice response from person in charge A, entered into the Japanese input room host in voice room 5, is sent to the recording manager 6a of the recording management system 6 for recording, and then streamed to the translation processing device 7. The translation processing device 7 converts the transmitted voice into text, translates it, performs translated speech synthesis, and sends it to the distribution manager 6b of the recording management system 6. The translated synthesized speech sent to the distribution manager 6b is distributed to the foreign language output room in voice room 5 and sent to the guidance call request terminal 1. The translation engine of the translation cloud server can be used as the translation processing device 7.

[0054] In Figure 1, since the foreign customer making the information request has set English as their foreign language in the information request terminal 1, the English output room is used as the output room for the corresponding foreign language in voice room 5, and the English browser of the information request terminal 1 is used as the destination for the translated synthesized speech. The method for setting the foreign language used by the information requester will be described in detail later.

[0055] When a foreign customer, who is requesting the guidance call, responds in a foreign language to the translated synthesized voice of staff member A, who is providing the guidance call, that foreign language voice is sent to the language-specific voice room allocation system 4. The language-specific voice room allocation system 4 sets up a foreign language input room for the language set by the guidance call requester in voice room 5 and sends the foreign language voice response from the foreign customer to the foreign language input room. In Figure 1, since the foreign customer who is requesting the guidance call has set English as their foreign language, the English input room is set as the input room for that foreign language in voice room 5.

[0056] English audio entered into the English input room is sent to the recording manager 6a of the recording management system 6 for recording, and then streamed to the translation processing device 7. The translation processing device 7 converts the transmitted audio into text, translates it, performs translated speech synthesis, and sends it to the distribution manager 6b of the recording management system 6. The translated speech synthesized and sent to the distribution manager 6b is distributed to the Japanese output room host in the audio room 5 and then sent to the guidance call provider terminal 3.

[0057] The recording management system 6 records only during the managed time for the guidance call provider to the person requesting the guidance call, and the recordings are deleted once the managed time has elapsed. In the case of hotels, the check-in time is usually the start time of management, and the check-out time is the end time of management. Because the recordings are deleted once the managed time has elapsed, it is possible to take measures against customer harassment and other issues while simultaneously preventing the harmful effects of personal information being accumulated through recordings.

[0058] By repeating the above steps between the guidance call requesting terminal 1 and the guidance call providing terminal 3, smooth guidance is provided in a language that is instantly translated between the guidance call requesting party and the guidance call provider.

[0059] Voice room 5 comprises an input room host into which the response voice of an available host is input, and a foreign language output room into which the translated response voice output to the guidance call request terminal 1 is distributed from the translation processing device 7. The foreign language output room can be configured for multiple languages, and the foreign language output room for the language set by the guidance call request terminal 1 is selected from among them. When the call between the guidance call requester and the guidance call provider ends, the input room host and the foreign language output room enter a temporarily stopped standby state, and when the management time for the guidance call provider for the guidance call requester has elapsed, the input room host and the foreign language output room used for that call are deleted. This allows for control and saving of necessary memory, and reduces the memory load on the system. The temporarily stopped standby state means that the system is switched off and temporarily paused after the call ends, and it can be used again if a call request is made by the same guidance call requester.

[0060] Furthermore, the voice room 5 includes a foreign language input room into which the foreign language voice of the call requester is input, and an output room host into which the translated response voice output to the call provider terminal 3 is distributed from the translation processing device 7. The foreign language input room can be configured for multiple languages, and the foreign language input room for the language set in the call request terminal 1 is selected from among them. When the call between the call requester and the call provider ends, the output room host and the foreign language input room enter a standby state and are temporarily stopped. Once the management time for the call provider for the call requester has elapsed, the output room host and the foreign language input room used for that call are deleted. This allows for control and conservation of necessary memory, and reduces the memory load on the system. Details of the creation, operation, and deletion of each room configured in the voice room described above will be described in detail later.

[0061] Based on Figure 2, the processing process of the automated call routing system for guidance call requests will be explained. When a call requester makes a call request using the call request terminal 1 they possess, the call request signal is sent to the automatic distribution system 2. If the call requester is a hotel guest, the call request is to call the hotel front desk.

[0062] In this case, the call request terminal 1 is the user's smartphone. When a call request is made, the front call (telephone bell) rings, and the call request is transmitted to the call distribution unit of the automatic distribution system 2. The user's smartphone has its room number, foreign language type, and date and time specified. When English voice is played from the user's smartphone, voice translation is performed and Japanese voice is synthesized.

[0063] The call routing unit searches for an available terminal among the guidance call provider terminals 3 and connects to it. For example, if it is possible to connect to front PC1, it decides to connect to front PC1. If it is not possible to connect to front PC1, and front PC2 is available, it decides to connect to front PC2. The guidance call provider terminals 3 also include an off-site front PC 3 and employee smartphones 4, and are configured to minimize connection waiting times.

[0064] The response voice from the guidance call provider terminal 3 is translated into speech by the translation unit, and an English voice is synthesized. This synthesized voice is then transmitted to the user terminal smartphone.

[0065] Based on Figure 3, an example of the detailed processing of the distribution decision unit of the automatic distribution system is shown. When a call is received from the user terminal smartphone, which is the call request terminal 1, the system calls Front PC1. If a connection can be established with Front PC1 within the first three calls, the system decides to connect to Front PC1. If a connection cannot be established with Front PC1 even after a fourth call, the system calls Front PC2. If a connection can be established with Front PC2 within the first three calls, the system decides to connect to Front PC2.

[0066] If a connection to Front PC2 cannot be established after the fourth call, the off-site Front PC3 is called. If a connection to Off-site Front PC3 can be established by the third call, the connection to Off-site Front PC3 is decided. If a connection to Off-site Front PC3 cannot be established after the fourth call, employee smartphone 4 is called and connected to. If a connection to employee smartphone 4 cannot be established, the process returns to calling Front PC1. This is just one example, and the number of Front PCs can be changed as appropriate depending on the situation.

[0067] Next, we will describe in detail the methods for identifying the attributes and language used by the caller requesting the guidance call, and for identifying the terminal requesting the guidance call. Based on Figure 4, we will explain the creation of a unique ID and the acquisition of a token as an example of a method for identifying the attributes and language used by the caller requesting guidance, and for identifying the caller requesting terminal. Furthermore, based on Figure 5, we will explain access to the translation system based on the creation of a unique ID and the acquisition of a token.

[0068] The hotel, as the provider of the information call service, provides a QR code to the hotel guest, who is the requester of the information call service. When the guest scans this QR code using the information call request terminal, the hotel, as the provider of the information call service, is identified on the terminal. The guest logs into the browser screen displayed on the information call request terminal and enters their room number and preferred language. To prevent input errors, this input can also be done by allowing the guest to select from a pull-down menu.

[0069] The language used by the call requesting terminal can be determined when the call requesting user logs in using the call requesting terminal. The call provider's terminal detects the language set on the call requesting terminal. In this case, the detected language is displayed on the call requesting terminal as a candidate language for use in the call, and a language selection prompt is displayed.

[0070] The service provider's terminal can detect the language used in the browser of the service requesting the service, and display a language selection prompt on the service requesting the service terminal, presenting the detected language as a candidate language for the call. The service requesting the service can review this language selection prompt, and if the setting is correct, the language for the call will be automatically set, simplifying input. If there is a setting error, or if the service requesting the service wants to use a different language from the candidate language for any reason, the service requesting the service can change the language setting by inputting it themselves. The service requesting the service can also select a language from a pull-down menu (alphabetical order) and confirm the language by pressing OK.

[0071] Through the above operations, a unique ID is created for distributing guidance calls, and the attributes and language used by the person requesting the guidance call are identified. Specifically, the unique ID identifies the room number, language used, check-in / check-out times, and hotel front desk staff information, all of which are encrypted. In this way, the unique ID functions as an ID to identify guidance calls made between hotel guests who request guidance calls and hotel front desk staff who provide the guidance calls. As an example, a 5-digit unique ID can be created using alphanumeric characters and symbols (UTF-8).

[0072] A unique ID is created when the person requesting the guidance call logs in, and once the use of that unique ID ends, the same unique ID will not be used again. When the person requesting the guidance call logs in, the guidance call provider's managed time for the person requesting the guidance call begins, and the call history within that managed time is recorded as text data linked to the unique ID. Furthermore, since the same unique ID will not be used again once the use of that unique ID ends, it is possible to prevent confusion of the data recorded with the unique ID and ensure the accuracy of the management of guidance call records.

[0073] One example of how a hotel, as the provider of the call guidance service, can provide a QR code to a hotel guest requesting the service is to send an email to the hotel's dedicated internal phone number at the time of booking or after check-in. The reply email from the hotel will contain a link, which, when clicked, will launch a browser allowing the guest to select their room number and language. Alternatively, calling the hotel's dedicated internal phone number will result in a QR code link being sent via SNS, which, when opened, will allow the guest to log in.

[0074] When entering a room number, a security code can also be entered as a means of preventing errors. Even if a room number is entered incorrectly and registered twice, the room number will be distinguished by adding a hyphen, and a security code issued by the hotel will be assigned to it. The same applies when there are two guests; they will be separated and distinguished by a hyphen. In this way, room number entry can be seen as a means for the front desk to verify the guest's identity.

[0075] Next, a token is obtained from the token server 8 for this guidance call request terminal. This token is then linked and registered with a unique ID, and the guidance call request terminal is identified by associating it with information about the guidance call requester. This makes it possible for the guidance call provider to call the guidance call request terminal. Therefore, it is possible to send push notifications in emergencies and to make mass calls in emergencies. It is also possible to check whether the message can be delivered, so it can be used as a disaster prevention measure within the hotel.

[0076] A unique ID is used to create a browser address for communication between the call requester and the call provider. Specifically, as shown in Figure 5, a browser address dedicated to a specific customer and a browser address dedicated to a specific person in charge are created, and these browser addresses are used to execute the call via translation by a translation engine. The information obtained when the token is linked to the unique ID and registered is stored in database 9.

[0077] When a guest who has requested an information call logs in, this triggers the creation of a chat room on the web based on information about the guest. Specifically, the chat room is created based on the room number, the guest's language of use, and the hotel front desk staff's language of use. The creation of a unique ID, the linking of the unique ID to a token, and the creation of the chat room are performed by the control server 10. Once the chat room is created, the browser of the guest terminal requesting the information call and the browser of the hotel front desk terminal providing the information call are exposed.

[0078] A chat room becomes active (available for connection) when a guest who has requested a call logs in; it becomes waiting (waiting) when the guest requests a call; it becomes in call (in call) while the call is in progress; it becomes closed (closed) when the call ends; and it becomes completely purged (purged) and deleted when the time allocated by the call provider for the guest requesting the call expires.

[0079] The connectable standby state is set immediately after creating a chat room and when you want to reuse it after a call ends. Since it is always in a waiting state, it means that it can be called at any time. Setting this state allows the connectable state to remain resident, enables push notifications, and controls and maintains a low load on memory and communication.

[0080] The connection waiting state is the state in which the server is preparing the connection after the call has been initiated and the caller is waiting for a response. It is meaningful to manage the timeout in this state, as this is the stage immediately before the call starts and before the connection is established.

[0081] The paused standby state after a call ends means that the call session has ended, but the chat room remains active, and therefore the history is preserved. In this paused standby state, the attributes of the call requester, such as the room number and language used, are recorded in the unique ID, so if another call request is made, this data can be immediately recovered and used. In this state, WebSocket communication is kept to a minimum. In contrast, the completely stopped state is the state when the management time for the call provider for the call requester has ended, and the chat room is deleted, so no history from the chat room remains.

[0082] Once stopped and in standby mode, the system is switched off. When a call resumes from the same caller requesting guidance, the system switches on. The chat room usage time is, in principle, from check-in to check-out. If the language used and unique ID information are the same, it will be assumed that the guest is staying for multiple nights, and the same chat room will be reused from the previous day. In other words, if the same room, the same user, and the usage period are continuous, the existing chat room will be reused.

[0083] Since the chat room is deleted when the guest who requested the guidance call checks out, it is possible to prevent the chat room from increasing indefinitely. This operation of chat rooms allows for control and conservation of memory usage, minimizing the load on the system's memory.

[0084] In a chat room, the transition from an in-call state to a paused waiting state due to the end of a call is performed via an intermediate termination state called a checkout requested state. This checkout requested state occurs when the call requester initiates an termination operation, when the server determines that the call has been disconnected, or when a timeout occurs. By going through this checkout requested state, a safer disconnection is possible compared to immediately transitioning from an in-call state to a paused state due to the end of a call, and it is possible to save logs, translation results, and reconnection hooks.

[0085] We compare the memory usage in each state of the chat room. If we set the memory usage in the most memory-intensive state (communication in progress) as 100%, then the usage is 8-15% in standby mode, 15-30% in connection waiting mode, 10-25% in termination request mode, 2-8% in paused mode, and 0-1% in completely stopped mode.

[0086] Furthermore, we compared the amount of data transmitted in each state of the chat room. If we set the data usage in the most data-intensive state (active communication) as 100%, then it is 1-3% in standby mode, 5-15% in connection waiting mode, 2-8% in termination request mode, 0-1% in paused mode, and 0% in completely stopped mode. From these memory usage and data transmission amounts, it can be seen that the aforementioned chat rooms are controlling and saving memory usage and data transmission.

[0087] This talk room is the same as the one described as voice room 5 in Figure 1. In Figure 1, the talk room, which is a virtual web-based call room for facilitating communication between a hotel guest (the call requester) and a hotel front desk staff member (the call provider), is shown divided into specific foreign language input rooms and output rooms. Therefore, each room set up in voice room 5 becomes active (available for connection when a hotel guest (the call requester) logs in), enters a waiting state (waiting) when the call requester makes a call request, enters an in-call state (in call) while the call is in progress, enters a closed state (closed) when the call ends, and enters a completely stopped state (purged) and is deleted when the time managed by the call provider for the call requester ends. Furthermore, the transition from the in-call state to the temporarily stopped state after the call ends is achieved via a checkout requested state, which is an intermediate state in the termination process.

[0088] Next, we will describe another example of identifying the attributes and language used by the person requesting the guidance call. When a guidance call request is made by a guidance call request terminal, the guidance call request terminal can read a QR code provided by the guidance call provider, thereby identifying not only the guidance call provider but also the attributes and language used by the person requesting the guidance call, and creating a unique ID. This method is described below.

[0089] The information service provider assigns a two-dimensional code to the person requesting the information service, which identifies the person's attributes and language of use. There are various ways to assign the two-dimensional code; it can be printed at the front desk using a two-dimensional code printer, displayed on electronic shelf labels for each room, or assigned upon entry to the hotel room. Note that the two-dimensional code is just one example; other forms of information codes can be used as long as they provide information about the person requesting the information service and their attributes and language of use.

[0090] In this room check-in system, scanning a QR code assigned to each room displays a language list, alphabetical order, or search screen, allowing the caller to select the country of the language they wish to use. The QR code is displayed on the room wall and on the information TV monitor. When the QR code is scanned, the room number, scan time, and selected language type are linked within the QR code. In this way, the QR code identifies the room number, foreign language type information, and check-in / check-out dates and times.

[0091] The room number and country information, which are addresses associated with each room, are read from the QR code. This identifies the room number and the foreign language used, which are attributes of the caller requesting the guidance call. Based on this caller information, the unique ID and token are created as described above, and a talk room is generated. The functions of the unique ID, token, and talk room are the same as described above.

[0092] Thus, a request for guidance from the guidance call request terminal 1 is made based on the language type entered by the guidance call requester or the language type set by the two-dimensional code read by the guidance call requester. The guidance call request terminal 1 can select a web browser with multiple languages, and the translation processing device translates the information into the language set by the guidance call requester.

[0093] Since records of calls made with callers requesting guidance are stored based on caller information linked to a unique ID, it is possible to manage response records for a certain period. Therefore, even after checkout, the content of past conversations can be recovered as audio playback or text, making it an effective measure against customer harassment.

[0094] As described above, even in situations where one of the callers is unspecified, such as in a B2C type, the present invention allows for the identification of the call requester's attributes and language of use through an information code assigned by the call guidance provider, and the identification of the call guidance requesting terminal by the call guidance requesting terminal identification means. Therefore, the call requester can be accurately identified, and the call can be translated into multiple languages ​​and the call can be completed.

[0095] Furthermore, since information exchange between the call requester and the call provider is delivered via a web browser, no special hardware is required to build this system, it can be used regardless of the OS, and there is no need to download translation apps, making it highly convenient for both call requesters and call providers. In addition, call providers can call call requesters, eliminating call downtime due to busy lines, thus enabling emergency response.

[0096] Therefore, it can be applied not only to calls between hotel front desks and hotel guests, but also to tourist information service agencies such as tourist information centers, public service providers such as government offices, bank counters, and call centers for product sales, as well as to train service announcements to passengers at train stations. Thus, a major advantage is that it can be applied to the distribution of information calls between all information call requesters and information call providers. In addition, because it can reduce the memory load of the system, it is possible to build the system using a relatively small-capacity server, which can contribute to the widespread adoption of the system. [Industrial applicability]

[0097] This invention can accurately identify the caller even when one of the callers is unspecified, translate the call into multiple languages, and ensure a successful conversation. It can reduce the system's memory load by eliminating call downtime due to busy signals, and can be widely used as a multilingual guidance call delivery method that balances customer harassment prevention with personal information protection. In particular, because it reduces the system's memory load, it does not require a large-capacity server, and the system can be built using a relatively small and inexpensive server, making it widely applicable. [Explanation of Symbols]

[0098] 1. Terminal for requesting information calls 2. Automatic distribution system 3. Terminal providing information calls 4. Language-based voice room allocation system 5 Audio Room 6. Recording Management System 6a Recording Manager 6b Streaming Manager 7 Translation Processing Device 8 Token Server 9 Databases 10 Control Server

Claims

1. A multilingual guidance call delivery method used when a person requesting guidance calls makes a call request using a guidance call request terminal and receives guidance calls from a guidance call provider terminal installed on the guidance call provider's side, and the language used by the person requesting guidance calls and the language used by the guidance call provider are selected from among the various languages ​​used in each country, A multilingual guidance call delivery method characterized by selecting a language to be used by the guidance call requester from among the various languages ​​used in each country, identifying the attributes and language used by the guidance call requester via an information code assigned by the guidance call provider that identifies at least the guidance call provider, identifying the guidance call requesting terminal by guidance call requesting terminal identification means, and delivering the guidance call using the web browser of the guidance call requesting terminal and the web browser of the guidance call provider terminal, so that a call between the guidance call requester and the guidance call provider is established in the language selected by the guidance call requester.

2. When a call request made by a call requester using a call request terminal is sent to the automatic distribution system, the automatic distribution system searches for an available host on the call provider's terminal and transmits the call request signal to that available host. When a response voice from an available host that has received a call request signal is sent to the language-specific voice room allocation system, the language-specific voice room allocation system sets up an input room host in the voice room created on the web and sends the response voice from the available host to the input room host. The response audio input to the voice room's input room host is sent to the translation processing device, where a translated audio is synthesized in the language set by the call requester. This translated audio is then distributed to the voice room's foreign language output room, and the translated audio is sent to the call requester's terminal. When the foreign language voice of the call requester responding to the translated synthesized voice of the call guidance provider is sent to the language-specific voice room allocation system, the language-specific voice room allocation system sets up a foreign language input room for the language set by the call requester in the voice room and sends that foreign language voice to the foreign language input room. The multi-language guidance call distribution method according to claim 1, characterized in that the foreign language voice transmitted to the foreign language input room is transmitted to a translation processing device, a translated voice is synthesized in the language of the response voice of an available host, and then distributed to the output room host in the voice room and transmitted to the guidance call provider terminal.

3. The voice response from the call provider, entered into the input room host of the voice room, is sent to the recording manager of the recording management system for recording, then sent to the translation processing unit, where translated speech synthesis is performed, and finally sent to the distribution manager of the recording management system for distribution to the foreign language output room of the voice room. The multi-language guidance call distribution method according to claim 2, characterized in that the foreign language voice of the guidance call requester transmitted to the foreign language input room of the voice room is transmitted to the recording manager of the recording management system for recording, then transmitted to the translation processing device, and after translated speech synthesis is performed, transmitted to the distribution manager of the recording management system for distribution to the output room host in the voice room.

4. The multi-language guidance call distribution method according to claim 3, characterized in that the recording in the recording management system is performed only during the time managed by the guidance call provider for the guidance call requester, and is deleted when the managed time has elapsed.

5. The multi-language guidance call distribution method according to claim 2, characterized in that the guidance call provider terminal is configured to have web browsers on standby operated by multiple guidance call provider hosts, and to enable the transmission of a call request signal from the automatic distribution system to an available host.

6. The multi-language guidance call distribution method according to claim 2, wherein the voice room comprises an input room host into which the response voice of an available host is input, and a foreign language output room into which the translated response voice output to the guidance call request terminal is distributed from the translation processing device, the foreign language output room can be set to multiple languages, and a foreign language output room for the language set by the guidance call request terminal is selected from among them, and when the call between the guidance call requester and the guidance call provider ends, the input room host and the foreign language output room enter a temporarily stopped standby state, and when the management time of the guidance call provider for the guidance call requester has elapsed, the input room host and the foreign language output room used for the call are deleted.

7. The multi-language guidance call distribution method according to claim 2, wherein the voice room comprises a foreign language input room into which the foreign language voice of the guidance call requester is input, and an output room host into which the translated response voice output to the guidance call provider terminal is distributed from the translation processing device, the foreign language input room can be set for multiple languages, and the foreign language input room for the language set by the guidance call requester terminal is selected from among them, and when the call between the guidance call requester and the guidance call provider ends, the output room host and the foreign language input room enter a temporarily stopped standby state, and when the management time for the guidance call provider for the guidance call requester has elapsed, the output room host and the foreign language input room used for the call are deleted.

8. The multilingual guidance call distribution method according to claim 1, characterized in that the guidance call request terminal is capable of selecting a web browser for multiple languages ​​and is used as a terminal to establish a call in the language selected by the guidance call requester.

9. The multi-language guidance call distribution method according to claim 1, characterized in that the guidance call provider is identified by reading a two-dimensional code assigned by the guidance call provider with the guidance call request terminal, the guidance call requester's attributes and language used are identified by the guidance call requester's login and screen operation from the guidance call request terminal's web browser screen, a unique ID as a first identifier is created and recorded, and a communication browser address used for communication between the guidance call requester and the guidance call provider is created using this unique ID.

10. The method for delivering multi-language guidance calls according to claim 9, characterized in that the language used by the guidance call requesting terminal is determined when the guidance call requesting user logs in using the guidance call requesting terminal, the guidance call provider's terminal detects the language set on the guidance call requesting terminal, and the detected language is displayed on the guidance call requesting terminal as a candidate language to be used for the call, and language selection guidance is displayed on the guidance call requesting terminal.

11. The multi-language guidance call distribution method according to claim 1, characterized in that by reading a two-dimensional code provided by the guidance call provider with a guidance call request terminal, the attributes and language used by the guidance call provider and the guidance call requester are identified, a unique ID as a first identifier is created and recorded, and a communication browser address used for communication between the guidance call requester and the guidance call provider is created using this unique ID.

12. The multilingual guidance call delivery method according to any one of 9 to 11, characterized in that a unique ID is created at the time of login by the person requesting the guidance call, and once the use of the unique ID ends, the same unique ID will not be used thereafter.

13. The means for identifying the guidance call requesting terminal is performed by obtaining a token as a second identifier from a token creation server, the obtained token is registered in association with a unique ID, information about the guidance call requesting person and the guidance call requesting terminal are associated and identified, and the guidance call provider is in a state where a call to the guidance call requesting terminal can be made, as described in any one of 9 to 11.

14. The multi-language guidance call delivery method according to claim 1, characterized in that, triggered by the login of a person requesting a guidance call, a talk room is created on the web and enters a waiting state where it can be connected, the talk room enters a waiting state when the person requesting a guidance call makes a call request, enters a communication state during the call, enters a temporarily stopped waiting state when the call ends, and enters a completely stopped state and is deleted when the guidance call provider's managed time for the person requesting the guidance call ends.

15. The multi-language guidance call delivery method according to claim 14, characterized in that, in the aforementioned talk room, the transition from the call in progress state to the temporarily paused standby state due to the termination of the call is performed via a termination request state, which is an intermediate state in the termination process.

Images