Information processing device, information processing method, and program

Abstract

To enable provision of a service suitable for a user in a virtual space.SOLUTION: An information processing device (1) is provided, comprising: an acquisition unit (11) for acquiring position information including a position of a user in a virtual space or a history of the position, and gaze target information including a gaze target present in a gaze direction of the user in the virtual space or a history of the gaze target; and a selection unit (12) configured to select a person in charge of dealing with the user in the virtual space according to the position information and the gaze target information.SELECTED DRAWING: Figure 1

Description

[Technical Field]

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

[0002] Patent Document 1 discloses a technique for selecting a clerk to serve a user in a virtual space that provides services.

[0003] Patent Document 1 discloses a virtual space distribution device that selects a clerk suitable for a user from among a plurality of virtual clerks of a virtual store represented in a virtual space, in consideration of products the user is interested in, a desired customer service style, other preferences, and the like. [Prior Art Documents] [Patent Documents]

[0004] [Patent Document 1] Japanese Unexamined Patent Application Publication No. 2022-036690 [Summary of the Invention] [Problem to be Solved by the Invention]

[0005] In the virtual space distribution device described in Patent Document 1, the products the user is interested in, the desired customer service style, and other preferences are acquired from a user database. Therefore, the virtual space distribution device described in Patent Document 1 requires user information to be stored in the user database in advance. Accordingly, in the case of a user whose information is not stored in the user database, a clerk suitable for the user cannot be selected, which causes a problem that a service suitable for the user cannot be provided.

[0006] One aspect of the present invention has been made in view of the above problem, and an example of the object thereof is to provide a technique for providing a user with a suitable service in a virtual space. [Means for Solving the Problem]

[0007] An information processing device according to one aspect of the present invention includes: acquisition means for acquiring location information including the location of a user in a virtual space or the history of said location; gaze target information including gaze targets located in the direction of the user's gaze in the virtual space or the history of said gaze targets; and selection means for selecting a personnel responsible for handling the user in the virtual space from among the personnel information stored in a storage device, based on the location information and the gaze target information.

[0008] An information processing method according to one aspect of the present invention includes an information processing device acquiring location information including the location of a user in a virtual space or the history of such location, and gaze target information including gaze targets located in the direction of the user's gaze in the virtual space or the history of such gaze targets, and selecting, based on the location information and the gaze target information, a person in charge of handling the user in the virtual space from among the person in charge information stored in a storage device.

[0009] A program according to one aspect of the present invention is a program that causes a computer to function as an information processing device, wherein the program causes the computer to function as an acquisition means for acquiring location information including the location of a user in a virtual space or a history of such location, and gaze target information including gaze targets existing in the direction of the user's gaze in the virtual space or a history of such gaze targets, and a selection means for selecting a person in charge of handling the user in the virtual space from among the person in charge information stored in a storage device, based on the location information and the gaze target information. [Effects of the Invention]

[0010] According to one aspect of the present invention, it is possible to provide users with suitable services in a virtual space. [Brief explanation of the drawing]

[0011] [Figure 1] This is a block diagram showing the configuration of an information processing device according to Embodiment 1 of the present invention. [Figure 2] This is a flowchart showing the flow of the information processing method according to Embodiment 1 of the present invention. [Figure 3] This is a block diagram showing the configuration of an information processing system according to Embodiment 2 of the present invention. [Figure 4] This figure shows an example of an image in a virtual space in an information processing system according to Embodiment 2 of the present invention. [Figure 5] This is a flowchart showing the processing flow in an information processing system according to Embodiment 2 of the present invention. [Figure 6] This figure shows an example of the processing performed by the selection unit according to Embodiment 2 of the present invention. [Figure 7] This is a block diagram showing the configuration of an information processing system according to Embodiment 3 of the present invention. [Figure 8] This is a flowchart showing the processing flow in an information processing system according to Embodiment 3 of the present invention. [Figure 9] This block diagram shows an example of the hardware configuration of a server, user terminal, and operator terminal according to each exemplary embodiment of the present invention. [Modes for carrying out the invention]

[0012] [Exemplary Embodiment 1] A first exemplary embodiment of the present invention will be described in detail with reference to the drawings. This exemplary embodiment is the basic form of the exemplary embodiments described later.

[0013] (Configuration of Information Processing Device 1) The configuration of the information processing device 1 according to this exemplary embodiment will be described with reference to Figure 1. Figure 1 is a block diagram showing the configuration of the information processing device 1 according to this exemplary embodiment.

[0014] The information processing apparatus 1 is an apparatus that selects a person in charge who is responsible for serving a user in a virtual space that provides services. As shown in FIG. 1, the information processing apparatus 1 includes an acquisition unit 11 and a selection unit 12. The acquisition unit 11 and the selection unit 12 are each an example of a configuration that implements an acquisition means and a selection means in the present exemplary embodiment.

[0015] The acquisition unit 11 acquires position information including a position of the user in the virtual space or a history of the position, and line-of-sight target information including a line-of-sight target existing in the user's line-of-sight direction in the virtual space or a history of the line-of-sight target. The acquisition unit 11 supplies the acquired position information and line-of-sight target information to the selection unit 12.

[0016] The selection unit 12 selects, from among persons in charge indicated by person-in-charge information stored in a storage device, a person in charge who is responsible for serving the user in the virtual space, based on the position information and the line-of-sight target information supplied from the acquisition unit 11.

[0017] As described above, the information processing apparatus 1 according to the present exemplary embodiment adopts a configuration including: the acquisition unit 11 that acquires position information including a position of the user in the virtual space or a history of the position, and line-of-sight target information including a line-of-sight target existing in the user's line-of-sight direction in the virtual space or a history of the line-of-sight target; and the selection unit 12 that selects, from among persons in charge indicated by person-in-charge information stored in a storage device, a person in charge who is responsible for serving the user in the virtual space based on the position information and the line-of-sight target information.

[0018] For this reason, the information processing apparatus 1 according to the present exemplary embodiment can identify a service that the user is considered to be interested in, based on the position information and the line-of-sight target information. Then, the information processing apparatus 1 according to the present exemplary embodiment selects a person in charge who is knowledgeable about the service that the user is considered to be interested in. Therefore, according to the information processing apparatus 1 of the present exemplary embodiment, an effect of being able to provide a suitable service to the user in the virtual space is obtained.

[0019] (Flow of Information Processing Method S1) The flow of the information processing method S1 according to this exemplary embodiment will be explained with reference to Figure 2. Figure 2 is a flowchart showing the flow of the information processing method S1 according to this exemplary embodiment.

[0020] (Step S11) In step S11, the acquisition unit 11 acquires location information including the user's location in the virtual space or the history of that location, and gaze target information including gaze targets that exist in the user's line of sight direction in the virtual space or the history of those gaze targets. The acquisition unit 11 supplies the acquired location information and gaze target information to the selection unit 12.

[0021] (Step S12) In step S12, the selection unit 12 selects, based on the location information supplied from the acquisition unit 11 and the gaze target information, the person in charge who will be in charge of assisting the user in the virtual space from among the person in charge information stored in the storage device.

[0022] As described above, the information processing method S1 according to this exemplary embodiment employs a configuration in which the acquisition unit 11 acquires location information including the user's location in the virtual space or the history of said location, and gaze target information including gaze targets existing in the user's line of sight direction in the virtual space or the history of said gaze targets, and the selection unit 12 selects a person in charge of assisting the user in the virtual space from among the person in charge information stored in the storage device, based on the location information and gaze target information supplied from the acquisition unit 11. For this reason, the information processing method S1 according to this exemplary embodiment provides the same effects as the information processing device 1 described above.

[0023] [Exemplary Embodiment 2] A second exemplary embodiment of the present invention will be described in detail with reference to the drawings. Components having the same function as those described in Exemplary Embodiment 1 will be denoted by the same reference numerals, and their descriptions will be omitted as appropriate.

[0024] In the information processing system 100 according to this exemplary embodiment, "virtual space" refers to a space for providing services to users. Examples of services include sales of goods, financial services, and educational services. Furthermore, "person in charge of user interaction" refers to a person who communicates with users through the virtual space in order to provide services. Examples of such persons include salespeople in sales of goods, counter staff in financial services, and teachers in educational services.

[0025] (Configuration of Information Processing System 100) The configuration of the information processing system 100 according to this exemplary embodiment will be described with reference to Figure 3. Figure 3 is a block diagram showing the configuration of the information processing system 100 according to this exemplary embodiment.

[0026] As shown in Figure 3, the information processing system 100 comprises a server 2, a user terminal 3, an operator terminal 4, a customer database 5, and a personnel database 6. In this exemplary embodiment, the server 2 and the user terminal 3 are configured to implement information processing devices. In this exemplary embodiment, the personnel database 6 is configured to implement a storage device.

[0027] In the information processing system 100, as shown in Figure 3, the server 2, user terminal 3, and operator terminal 4 are connected to each other via a network so that they can communicate with one another. Also in the information processing system 100, as shown in Figure 3, the customer database 5 and the personnel database 6 are connected to the server 2. The server 2 updates the information stored in the customer database 5 and the personnel database 6, and retrieves the information stored in the customer database 5 and the personnel database 6.

[0028] In the information processing system 100, services are provided to users by a staff member responsible for assisting them within a virtual space provided by server 2. The terminal used by the user to access the virtual space is the user terminal 3, and the terminal used by the staff member is the operator terminal 4. Examples of user terminal 3 and operator terminal 4 include PCs (Personal Computers), tablets, smartphones, wearable devices, and HMDs (Head Mounted Displays). As an example, let's describe the case where user terminal 3 (or operator terminal 4) is a PC, tablet, or smartphone. In this case, the user (or staff member) can access the virtual space by entering a URL (Uniform Resource Locator) for accessing the virtual space into a browser running on user terminal 3 (or operator terminal 4).

[0029] As an example, in the information processing system 100, the user's avatar and the staff member's avatar are placed in a virtual space. The user operates their avatar via the user terminal 3, and the staff member operates their avatar via the operator terminal 4. Here, the staff member responsible for assisting the user may be a person or a program (bot).

[0030] Furthermore, in the information processing system 100, server 2 selects a representative from multiple representative candidates based on information output from user terminal 3, operator terminal 4, customer database 5, and representative database 6. Details of the process by which server 2 selects a representative will be described later.

[0031] (Server 2 configuration) As shown in Figure 3, Server 2 comprises a communication unit 21, a control unit 22, and a storage unit 23.

[0032] The communication unit 21 is a communication module that communicates with devices connected to the server 2. For example, the communication unit 21 stores information supplied from the control unit 22 in the customer database 5 or the personnel database 6. The communication unit 21 also supplies the information stored in the customer database 5 or the personnel database 6 to the control unit 22. Furthermore, the communication unit 21 outputs the information supplied from the control unit 22 to the user terminal 3 and the operator terminal 4 connected via the network. The communication unit 21 also supplies the information output from the user terminal 3 and the operator terminal 4 to the control unit 22.

[0033] The memory unit 23 stores data that the control unit 22 references. For example, the memory unit 23 stores location information, gaze target information, purpose information, and emotion information.

[0034] (Functions of the control unit 22) The control unit 22 controls each component of the server 2. Furthermore, as shown in Figure 3, the control unit 22 also functions as an acquisition unit 11, a selection unit 12, a generation unit 221, an update unit 222, and an output unit 223. In this exemplary embodiment, the acquisition unit 11, selection unit 12, generation unit 221, update unit 222, and output unit 223 are configured to implement the acquisition means, selection means, generation means, update means, and output means, respectively.

[0035] The acquisition unit 11 acquires information supplied from the communication unit 21. For example, the acquisition unit 11 acquires location information, including the user's location in the virtual space or the history of that location, and gaze target information, including gaze targets that exist in the user's line of sight direction in the virtual space or the history of those gaze targets. The acquisition unit 11 stores the acquired information in the storage unit 23.

[0036] Here, the history of the user's location in the virtual space indicated by the location information may include, as an example, the following information: For example, the history of the user's location in the virtual space may include (i) the history of the user's location in the virtual space from the time the user arrived in the virtual space until the present time. The history of the user's location in the virtual space may also include (ii) the history of the user's location in the virtual space during the period when the user previously visited the virtual space. The history of the user's location in the virtual space may also include (iii) the history of the user's location in the virtual space from the time the user arrived in the overall virtual space (e.g., a city) that includes the virtual space in question (e.g., a store) until the time the user arrived in the overall virtual space. The history of the user's location in the virtual space may also include (iv) the history of the user's location in the virtual space during the period when the user visited other virtual spaces to use other services. As an example, in a configuration where server 2 generates a virtual space that provides financial services, acquisition unit 11 may acquire location information indicating the history of the user's location in a virtual space that provides educational services, generated by server 2 or another server. In the following, "history" is not limited to the history in the virtual space provided by Server 2.

[0037] Furthermore, an example of the information contained in the history of gaze targets located in the direction of gaze, as indicated by the gaze target information, can be similarly explained in the above explanations (i) to (iv) by replacing "user's position in virtual space" with "gaze targets located in the direction of gaze."

[0038] Furthermore, the location information, specifically the location history information, or the gaze target information, specifically the gaze target history information, may be stored in the customer database 5, which will be described later. The acquisition unit 11 may acquire both the current location information and the location history information, or it may acquire either one of them. The acquisition unit 11 may also acquire both the current gaze target information and the gaze target history information, or it may acquire either one of them.

[0039] The selection unit 12 selects a representative to handle the user's interaction in the virtual space. For example, based on the location information and gaze target information stored in the storage unit 23, the selection unit 12 selects a representative from among the representatives indicated by the representative information stored in the representative database 6 to handle the user's interaction in the virtual space. Details of the process by which the selection unit 12 selects a representative and details of the representative information will be described later.

[0040] The generation unit 221 generates a virtual space. The generation unit 221 also places objects in the generated virtual space. An example of an object is a notice related to the services provided in the virtual space. The generation unit 221 also generates a user avatar that operates based on the user's actions on the user terminal 3. The generation unit 221 also generates an avatar of a person in charge who is a user on the operator terminal 4 and who is selected by the selection unit 12, and who operates based on their actions.

[0041] Furthermore, the generation unit 221 generates virtual space images to be output to user terminal 3 and operator terminal 4, respectively, in accordance with operation information indicating the operations performed on the avatar by the user and the person in charge from user terminal 3 and operator terminal 4, respectively.

[0042] The update unit 222 updates the employee information stored in the employee database 6. For example, the update unit 222 updates the employee information based on evaluation information that indicates the user's evaluation of the employee. An example of the processing performed by the update unit 222 will be described later.

[0043] The output unit 223 supplies information to the communication unit 21 and outputs the information. For example, the output unit 223 outputs an image of the virtual space generated by the generation unit 221. The output unit 223 also outputs reason information indicating the reason why the selection unit 12 selected the person in charge. Details of the reason information will be described later.

[0044] (Configuration of User Terminal 3) As shown in Figure 3, the user terminal 3 includes a communication unit 31, a control unit 32, a storage unit 33, an input unit 34, a display unit 35, a camera 36, ​​a microphone 37, and a speaker 38.

[0045] The communication unit 31 is a communication module that communicates with devices connected to the user terminal 3 via a network. For example, the communication unit 31 outputs information supplied from the control unit 32 to the server 2, and supplies information output from the server 2 to the control unit 32.

[0046] The control unit 32 controls each component of the user terminal 3. For example, the control unit 32 acquires information supplied from the input unit 34, images supplied from the camera 36, ​​and sound information supplied from the microphone 37. The control unit 32 also causes images to be displayed on the display unit 35 and sounds to be output from the speaker 38.

[0047] The memory unit 33 stores the data that the control unit 32 references.

[0048] The input unit 34 is an interface that accepts information input. For example, the input unit 34 consists of a mouse, keyboard, touchpad, or a combination thereof that accepts user input. Another example is that the input unit 34 consists of a wearable device that measures the user's heart rate.

[0049] The display unit 35 is a display device that displays images. For example, the display unit 35 displays an image of a virtual space output from the control unit 32.

[0050] Camera 36 is an imaging device that captures images. For example, camera 36 captures the user's face and supplies the image to the control unit 32.

[0051] Microphone 37 is a sound-collecting device. For example, microphone 37 collects the voice spoken by the user and the voice of the conversation between the user and the person in charge, and supplies a conversation record indicating the voice to the control unit 32. Another example is microphone 37, which collects the voice used to operate the user's avatar and supplies operation information indicating the voice to the control unit 32.

[0052] Speaker 38 is a device that outputs sound. For example, speaker 38 outputs the voice of the person in charge, which is supplied from the control unit 32.

[0053] (Configuration of Operator Terminal 4) Since the components of operator terminal 4 are the same as those of user terminal 3 described above, their explanation will be omitted.

[0054] (Customer Database 5) Customer Database 5 is a database that stores information about customers (users). Examples of information stored in Customer Database 5 include user attributes such as name, age, and gender, information related to the services provided (for example, account number if financial services are provided in a virtual space), conversation records, and VoC (Voice of Customer) information. Here, conversation records may be audio recordings of conversations, or text data obtained by transcribing and processing conversations using existing technologies. In addition, Customer Database 5 may store information indicating the history of location from the aforementioned location information, information indicating the history of gaze targets from the gaze target information, or information indicating the history of emotions from the emotion information described later.

[0055] (Responsible Person Database 6) The 담당자 (person in charge) database 6 is a database that stores person in charge information for each of several candidate persons. Examples of person in charge information stored in the person in charge database 6 include name, age, gender, information indicating the area of ​​expertise in the services provided (for example, insurance, investment, etc., if financial services are provided in a virtual space), customer evaluation scores, and performance (for example, contract amount, number of orders, etc., if financial services are provided in a virtual space). Thus, person in charge information includes one or more characteristic information about the person in charge. The person in charge database 6 also stores operator availability information indicating whether or not the operator is currently handling customer inquiries.

[0056] (Example of an image displayed) An example of a virtual space image generated by server 2 in the information processing system 100 will be explained with reference to Figure 4. Figure 4 is a diagram showing an example of a virtual space image in the information processing system 100 according to this exemplary embodiment.

[0057] Image P1 is an example of an image of a virtual space that provides financial services. As shown in Image P1, the virtual space includes an avatar AT1 of the person providing the service and an avatar AT2 of the user receiving the service. The information processing system 100 may display Image P1 on the display unit 35 of the user terminal 3 and the display unit 45 of the operator terminal 4.

[0058] Furthermore, the information processing system 100 may be configured to display different images on the display unit 35 of the user terminal 3 and the display unit 45 of the operator terminal 4. For example, the display unit 35 of the user terminal 3 may display the image as seen from the user's avatar AT2 included in image P1, and the display unit 45 of the operator terminal 4 may display the image as seen from the operator's avatar AT1 included in image P1.

[0059] (Flow of processing S100 in information processing system 100) The flow of processing S100 in the information processing system 100 according to this exemplary embodiment will be explained with reference to Figure 5. Figure 5 is a flowchart showing the flow of processing S100 in the information processing system 100 according to this exemplary embodiment.

[0060] (Step S101) In step S101, the generation unit 221 of server 2 generates a virtual space on which objects are placed. The generation unit 221 supplies an image of the generated virtual space to the output unit 223. The output unit 223 outputs the image of the virtual space generated by the generation unit 221 to the user terminal 3.

[0061] (Step S102) In step S102, the control unit 32 of the user terminal 3 acquires an image of the virtual space output from the server 2. The control unit 32 displays the acquired image of the virtual space on the display unit 35. As an example of the image of the virtual space to be displayed in step S102, the control unit 32 may display an image that would be visible to the user if it were assumed that the user was present in the virtual space.

[0062] (Step S103) In step S103, the control unit 32 of the user terminal 3 acquires purpose information indicating the user's purpose for using the virtual space via the input unit 34. As an example, the control unit 32 of the user terminal 3 acquires purpose information by outputting information prompting the user to input purpose information to a reception terminal included as an object in the virtual space. One example of a configuration for outputting information prompting the user to input purpose information is to present an image containing a selection list for selecting purpose information. Another example of a configuration for outputting information prompting the user to input purpose information is to present an image containing an input field for text input of purpose information. Yet another example of a configuration for outputting information prompting the user to input purpose information is to output a voice message saying, "How can I help you?" The control unit 32 outputs the acquired purpose information to the server 2.

[0063] (Step S104) In step S104, the control unit 32 acquires position information and gaze target information.

[0064] One example of how the control unit 32 acquires position information is a configuration in which the control unit 32 acquires coordinates indicating the user's position in the world coordinate system of the virtual space. Here, for example, the generation unit 221 changes the user's position and gaze direction in the world coordinate system of the virtual space based on the user's operation, and updates the virtual space image displayed on the user terminal 3 based on the user's position and gaze direction in the virtual space. Therefore, the control unit 32 may acquire the user's position in the world coordinate system from the generation unit 221. Note that if the user terminal 3 is a PC, tablet, smartphone, etc., the user's operation to change the user's position or gaze direction in the virtual space may be performed via, for example, a keyboard, mouse, or touchpad. Also, if the user terminal 3 is an HMD and controller, the user's operation to change the virtual position may be performed by operating the controller on a moving object placed in the virtual space. If the HMD is equipped with a gyro sensor, the operation to change the virtual gaze may be performed by changing the orientation of the face together with the worn HMD.

[0065] One example of how the control unit 32 acquires gaze target information is that the control unit 32 identifies the gaze direction in the world coordinate system of the virtual space and identifies the gaze target located in that direction. For example, as described above, the control unit 32 may acquire information indicating the gaze direction in the world coordinate system from the generation unit 221. Another method is that if the user terminal 3 is a wearable device such as an HMD, the control unit 32 may use the gyro sensor of the wearable device to identify the gaze target. Furthermore, the control unit 32 may identify the gaze target included in the center of the virtual space image displayed on the display device of the user terminal 3 without identifying the gaze direction in the world coordinate system.

[0066] Furthermore, in step S104, the control unit 32 may acquire emotion information, including the user's emotions or a history of those emotions.

[0067] Here, the sentiment information may include, as an example, the following information. For example, the sentiment history may include (i) the history of the user's sentiment from the time the user visited the virtual space to the present time. The sentiment history may also include (ii) the history of the user's sentiment during periods when the user previously visited the virtual space. The sentiment history may also include (iii) the history of the sentiment of a user visiting an overall virtual space (e.g., a city) that includes the virtual space (e.g., a store) from the time the user visited the overall virtual space until the time the user visited the virtual space. The sentiment history may also include (iv) the history of the user's sentiment during periods when the user visited other virtual spaces to use other services. As an example, in a configuration where server 2 generates a virtual space that provides financial services, acquisition unit 11 may acquire sentiment information indicating the history of a user's sentiment in a virtual space that provides educational services, generated by server 2 or another server. Hereafter, "history" is not limited to history in the virtual space provided by server 2.

[0068] Furthermore, emotional information may be stored in the customer database 5 described above.

[0069] One example of how the control unit 32 acquires emotional information is to analyze the user's physiological indicators acquired via the input unit 34, the user's facial expressions acquired via the camera 36, ​​the voice acquired via the microphone 37, and the content of the text input to the input unit 34 to identify the user's emotions. Examples of the user's physiological indicators include pulse waves, brain waves, heart rate, and sweating. In addition, if the user terminal 3 is an HMD, the HMD can detect the user's facial expressions around their mouth to identify the user's emotions.

[0070] The control unit 32 outputs the acquired location information, gaze target information, and emotion information to the server 2.

[0071] (Step S105) In step S105, the acquisition unit 11 of the server 2 acquires the purpose information, location information, gaze target information, and emotion information output from the user terminal 3. The acquisition unit 11 stores the acquired purpose information, location information, gaze target information, and emotion information in the storage unit 23.

[0072] Here, the acquisition unit 11 may acquire both emotion information showing the user's emotional history and emotion information showing the user's current emotional state, or it may acquire either one of them.

[0073] (Step S106) In step S106, the selection unit 12 selects, based on the location information and gaze target information stored in the storage unit 23, the person in charge who will be in charge of assisting the user in the virtual space from among the person in charge information stored in the person in charge database 6. An example of the process by which the selection unit 12 selects a person in charge will be described later.

[0074] (Step S107) In step S107, the selection unit 12 generates reason information indicating the reason for selecting the person in charge in step S106. The selection unit 12 supplies the generated reason information to the output unit 223. The process by which the selection unit 12 generates the reason information will be described later. The output unit 223 outputs the reason information supplied from the selection unit 12 to the operator terminal 4.

[0075] (Step S108) In step S108, the control unit 42 of the operator terminal 4 acquires reason information output from the server 2. The control unit 42 displays the acquired reason information on the display unit 45.

[0076] (Step S109) In step S109, the generation unit 221 of server 2 generates the avatar of the person in charge selected by the selection unit 12 and the user's avatar. The avatar of the person in charge may be pre-stored in the person in charge database 6 in association with the person in charge. Alternatively, the avatar of the person in charge may be an avatar that is not associated with the selected person in charge. For example, even if the gender of the selected person in charge is male, the generation unit 221 may generate a female avatar as the person in charge's avatar.

[0077] The user's avatar may be generated by referring to an image of the user captured by the user's terminal camera. Alternatively, in step S103 described above, user information such as age and gender may be obtained along with the objective information, and the avatar may be generated by referring to that user information.

[0078] The generation unit 221 supplies the generated avatar to the output unit 223. The output unit 223 outputs the avatar of the person in charge from the avatars supplied by the generation unit 221 to the user terminal 3, and outputs the user's avatar and the image of the virtual space generated in step S101 to the operator terminal 4.

[0079] Here, in step S109, the generation unit 221 may generate a virtual space for the person in charge to interact with the user, which is different from the virtual space in which the user had previously existed. For example, the generation unit 221 may generate a virtual space of a private room for business negotiations. As another example, the generation unit 221 may refer to the customer database 5 and generate a virtual space tailored to the user's preferences. As yet another example, the generation unit 221 may generate a virtual space that corresponds to the user's movements in the virtual space generated in step S101. For example, if the user was always located in a large open space in the virtual space generated in step S101, the generation unit 221 may generate a large virtual space in step S109.

[0080] (Step S110) In step S110, the control unit 32 of the user terminal 3 acquires the avatar of the person in charge output from the server 2. The control unit 32 places the acquired avatar in the virtual space displayed in step S102 and displays it.

[0081] (Step S111) In step S111, the control unit 42 of the operator terminal 4 acquires the user's avatar and virtual space image output from the server 2. The control unit 42 places the acquired avatar in the acquired virtual space and displays it.

[0082] (Example 1 of the process executed by the selection unit 12) An example of the processing performed by the selection unit 12 will be explained with reference to Figure 6. Figure 6 is a diagram showing an example of the processing performed by the selection unit 12 according to this exemplary embodiment.

[0083] In step S106 described above, the selection unit 12 selects, based on the location information and the gaze target information, the person in charge who will be in charge of assisting the user in the virtual space from among the person in charge information.

[0084] As an example, let's describe an example of selecting a person in charge of product A, which the user is interested in. In this example, location information indicates that the user is or was located in front of a notice about product A, which is an object included in the virtual space. In addition, gaze target information indicates that the user is or was looking at the notice about product A. In this case, the selection unit 12 selects a person in charge who specializes in product A from among the persons in charge information stored in the person in charge database 6, based on the location information and gaze target information stored in the storage unit 23. The selection unit 12 may also determine whether "location information indicates that the user was located in front of the notice" based on the results of a statistical analysis of the location history included in the location information. Furthermore, the selection unit 12 may also determine whether "gaze target information indicates that the user was looking at the notice" based on the results of a statistical analysis of the gaze target history included in the gaze target information.

[0085] (Example 2 of the process executed by the selection unit 12) If the selection unit 12 selects multiple personnel, the selection unit 12 may be configured to assign a score to each personnel indicating the degree to which they contributed to the selection result.

[0086] As an example, the selection unit 12 selects multiple personnel by referring to location information stored in the memory unit 23. Then, the selection unit 12 assigns a score to the selected personnel.

[0087] Similarly, with respect to gaze target information, the selection unit 12 refers to the gaze target information stored in the memory unit 23 and selects multiple personnel. Then, the selection unit 12 assigns a score to the selected multiple personnel.

[0088] The selection unit 12 then adds up the scores given to each person in charge and selects the person with the highest score. For example, as shown in Figure 6, if Operator A's score is "78 points" and Operator B's score is "64 points", the selection unit 12 selects Operator A as the person in charge.

[0089] (Example 3 of the process executed by the selection unit 12) As shown in Figure 6, the selection unit 12 may be configured to select a person by further referring to at least one of the following: purpose information, emotion information, person in charge information, operator response information, conversation record, and VoC information, in addition to location information and gaze target information. The following describes the case where the selection unit 12 has selected multiple persons in charge by referring to location information and gaze target information.

[0090] For example, the selection unit 12 may be configured to select a person in charge based on purpose information stored in the storage unit 23. For instance, if the purpose information indicates that the purpose is to hear an explanation of product A, the selection unit 12 will select the person in charge who is most familiar with the details of product A from among several people in charge selected by referring to location information and gaze target information.

[0091] As another example, the selection unit 12 may be configured to select a representative based on emotion information, including the user's emotions or a history of those emotions, stored in the memory unit 23. For example, if the emotion information indicates that the user is angry, the selection unit 12 selects a representative specializing in complaint handling from among several representatives selected by referring to location information and gaze target information. With this configuration, the server 2 can select a representative that matches the user's emotions, and thus provide the user with a suitable service in the virtual space.

[0092] As yet another example, the selection unit 12 may be configured to refer to the personnel database 6 and select a personnel based on operator interaction information. For example, the selection unit 12 may select a personnel from among several personnel selected by referring to location information and gaze target information, and then select a personnel whose operator interaction information indicates that they are not currently assisting a customer.

[0093] As yet another example, the selection unit 12 may be configured to refer to the customer database 5 and select an agent based on the conversation record associated with the user. For example, if the conversation record includes a statement that the user was satisfied when they spoke with operator A, the selection unit 12 will select operator A as the agent if operator A is among several agents selected by referring to location information and gaze target information.

[0094] As yet another example, the selection unit 12 may be configured to refer to the customer database 5 and select a representative based on the VoC information associated with the user. For example, if the VoC information indicates that operator B's service was unsatisfactory, the selection unit 12 will refer to the location information and gaze target information to select a representative other than operator B from among several representatives selected.

[0095] As yet another example, the selection unit 12 may be configured to select a representative based on user information indicating the user's attributes from the information stored in the customer database 5. For example, if the user is female, the selection unit 12 selects a female representative from among several representatives selected by referring to location information and gaze target information.

[0096] As another example, if the user's language of use is English, the selection unit 12 will select a person who is fluent in English from among several personnel selected by referring to location information and gaze target information. Alternatively, if the user's language of use is English and an existing translation function is available, the selection unit 12 may select a person who is not fluent in English.

[0097] Furthermore, the selection unit 12 may also be configured to provide a score indicating the degree to which each person contributes to the selection process, even when referring to objective information, emotional information, person in charge information, operator response information, conversation records, and VoC information.

[0098] (Example 4 of the process executed by the selection unit 12) As shown in Figure 6, the selection unit 12 may be configured to select a person in charge by further referring to the user's reactions in the virtual space, in addition to location information and gaze target information.

[0099] For example, when a user starts using the virtual space, the system greets the user with phrases such as "Welcome" or "How can I help you?". Based on the user's response to these greetings, the selection unit 12 selects a suitable person to assist them.

[0100] For example, if it is determined that the user is nervous in response to being spoken to (for instance, if their response to being spoken to is slow), the selection unit 12 selects the person with the highest customer evaluation score from among several staff members selected by referring to location information and gaze target information.

[0101] (Example 5 of the process executed by the selection unit 12) In step S107 described above, the selection unit 12 generates reason information indicating the reason for selecting the person in charge. As an example, the selection unit 12 generates reason information that includes one or more feature information included in the person in charge information that contributed to the selection result by the selection unit 12.

[0102] For example, if a person is selected as the person in charge because they are an expert in product A, the selection unit 12 generates reason information that includes the characteristic information "expert in product A" contained in the person in charge information. The selection unit 12 supplies the generated reason information to the output unit 223. The output unit 223 outputs the reason information supplied from the selection unit 12 to the operator terminal 4. As an example, the display unit 45 of the operator terminal 4 displays an image containing the text, "You were assigned as the person in charge because you are an expert in product A."

[0103] In this way, server 2 outputs reason information to operator terminal 4 indicating the reason for selecting the person in charge. Therefore, server 2 can notify the person in charge why they were selected, allowing the person in charge to provide the user with the most suitable service.

[0104] Furthermore, the output unit 223 may be configured to output reason information to the user terminal 3 in addition to, or instead of, the operator terminal 4. With this configuration, the server 2 can notify the user of who has been selected as the person in charge, thereby allowing the user to use the service in the virtual space with peace of mind.

[0105] (Example of processing performed by update unit 222) In the information processing system 100, once the processing shown in Figure 5 is completed, the user terminal 3 may be configured to obtain evaluation information from the user indicating an evaluation of the person in charge.

[0106] For example, once the process shown in Figure 5 is completed, the control unit 32 of the user terminal 3 displays an image on the display unit 35 prompting the user to input an evaluation of the person in charge. The control unit 32 then acquires the evaluation information via the input unit 34. The control unit 32 outputs the acquired evaluation information to the server 2.

[0107] When the acquisition unit 11 of server 2 acquires evaluation information output from the user terminal 3, it supplies it to the update unit 222. Based on the evaluation information supplied by the acquisition unit 11, the update unit 222 updates the personnel information stored in the personnel database 6.

[0108] In this way, server 2 can select a more suitable person by updating the person information stored in the person database 6 based on the evaluation information.

[0109] At this point, once the process shown in Figure 5 is complete, the server 2 may acquire, in addition to the evaluation information, the conversation record acquired via the microphone 37 of the user terminal 3, the conversation record acquired via the microphone 37 of the operator terminal 4, and the VoC information acquired via the input unit 34. In this case, the update unit 222 updates the conversation record and VoC information stored in the customer database 5 based on the acquired conversation record and VoC information.

[0110] Thus, in the information processing system 100 according to this exemplary embodiment, the server 2 selects a person in charge by referring to location information and gaze target information, as well as purpose information, emotion information, operator response information, conversation records, and VoC information. Therefore, in the information processing system 100 according to this exemplary embodiment, the server 2 can select a more suitable person in charge, and thus can provide a more suitable service to the user in the virtual space.

[0111] Furthermore, in the information processing system 100 according to this exemplary embodiment, since information on the user's movements in the virtual space can be acquired, it is possible to select a person in charge according to the user's movements in the virtual space.

[0112] Furthermore, in the information processing system 100 according to this exemplary embodiment, services can be provided in a virtual space, thus enabling remote work for the personnel in charge. In addition, in the information processing system 100 according to this exemplary embodiment, the working hours of each person in charge can be taken into consideration when planning call routing, thus improving the labor management of the personnel in charge.

[0113] [Exemplary Embodiment 3] A third exemplary embodiment of the present invention will be described in detail with reference to the drawings. Components having the same function as those described in the above-described exemplary embodiments will be denoted by the same reference numerals, and their descriptions will be omitted as appropriate.

[0114] (Configuration of Information Processing System 100A) The configuration of the information processing system 100A according to this exemplary embodiment will be described with reference to Figure 7. Figure 7 is a block diagram showing the configuration of the information processing system 100A according to this exemplary embodiment.

[0115] As shown in Figure 7, the information processing system 100A comprises a server 2, a user terminal 3, a plurality of operator terminals 4 (operator terminal 4A and operator terminal 4B), a customer database 5, and a personnel database 6. In this exemplary embodiment, the server 2 and the user terminal 3 are configured to implement information processing devices. In this exemplary embodiment, the personnel database 6 is configured to implement a storage device.

[0116] In information processing system 100A, in addition to the functions of server 2 in information processing system 100 described above, server 2 has the function of selecting a different agent while an agent is assisting a user. Hereinafter, the agent selected by server 2 before assisting a user will be referred to as the first agent, and the agent selected by server 2 while assisting a user will be referred to as the second agent.

[0117] (Server 2 configuration) As shown in Figure 7, Server 2 comprises a communication unit 21, a control unit 22, and a storage unit 23. The communication unit 21 and the storage unit 23 are as described above.

[0118] The control unit 22 controls each component of the server 2. Furthermore, as shown in Figure 7, the control unit 22 also functions as an acquisition unit 11, a selection unit 12, a generation unit 221, an update unit 222, and an output unit 223. In this exemplary embodiment, the acquisition unit 11, selection unit 12, generation unit 221, update unit 222, and output unit 223 are configured to implement the acquisition means, selection means, generation means, update means, and output means, respectively.

[0119] The acquisition unit 11 acquires information supplied from the communication unit 21. For example, the acquisition unit 11 acquires location information and gaze target information. The acquisition unit 11 also acquires emotion information, including the user's emotions or a history of those emotions, and emotion information, including the emotions of the first representative during the interaction or a history of those emotions. The acquisition unit 11 stores the acquired information in the storage unit 23.

[0120] The selection unit 12 selects a staff member to handle user interactions in the virtual space. For example, based on the location information and gaze target information stored in the storage unit 23, the selection unit 12 selects a staff member from among those indicated by the staff member information stored in the staff member database 6 to handle user interactions in the virtual space.

[0121] Furthermore, the selection unit 12 selects a second representative, different from the first representative, based on the information acquired by the acquisition unit 11 while the first representative, selected as the representative, is interacting with the user in the virtual space. An example of the process by which the selection unit 12 selects the second representative will be described later.

[0122] The generation unit 221 generates a virtual space. The generation unit 221 also places objects in the generated virtual space. The generation unit 221 also generates a user avatar that operates based on the user's actions on the user terminal 3. The generation unit 221 also generates an avatar of a first person in charge, who is a user of the operator terminal 4A and selected by the selection unit 12, and that operates based on the actions of the first person in charge. The generation unit 221 also generates an avatar of a second person in charge, who is a user of the operator terminal 4B and selected by the selection unit 12, and that operates based on the actions of the second person in charge.

[0123] The update unit 222 updates the personnel information stored in the personnel database 6.

[0124] The output unit 223 supplies information to the communication unit 21 and outputs the information. For example, the output unit 223 outputs reason information indicating the reason why the selection unit 12 selected the first person in charge. The output unit 223 also outputs reason information indicating the reason why the selection unit 12 selected the second person in charge.

[0125] (Configuration of User Terminal 3) Since each component of user terminal 3 is the same as the components of user terminal 3 in the embodiment described above, their description will be omitted.

[0126] (Configuration of operator terminal 4A and operator terminal 4B) Since the components of operator terminal 4A and operator terminal 4B are the same as the components of user terminal 3 in the embodiment described above, their descriptions are omitted.

[0127] (Flow of processing S100A in information processing system 100A) The flow of processing S100A in the information processing system 100A according to this exemplary embodiment will be explained with reference to Figure 8. Figure 8 is a flowchart showing the flow of processing S100A in the information processing system 100A according to this exemplary embodiment.

[0128] (Steps S101 to S111) The processing in steps S101 to S111 is the same as the processing described in the embodiment described above, so the explanation will be omitted. In other words, in steps S101 to S111, the processing is performed until the person in charge (first person in charge) responds to the user. The processing from step S112 onwards is performed while the first person in charge is responding to the user.

[0129] (Step S112) In step S112, the control unit 32 of the user terminal 3 acquires the user's location information, the user's gaze target information, and the user's emotional information. The control unit 32 outputs the acquired user's location information, the user's gaze target information, and the user's emotional information to the server 2.

[0130] (Step S113) In step S113, the control unit 42A of the operator terminal 4A acquires the emotion information of the first person in charge. The control unit 42A outputs the acquired emotion information of the first person in charge to the server 2A.

[0131] (Step S114) In step S114, the acquisition unit 11 of server 2 acquires the user's location information, the user's gaze target information, the user's emotional information, and the first person in charge's emotional information. The acquisition unit 11 stores the acquired user's location information, user's gaze target information, user's emotional information, and the first person in charge's emotional information in the storage unit 23.

[0132] (Step S115) In step S115, the selection unit 12 selects the person in charge (second person in charge).

[0133] As an example, let's consider a scenario where a specialist in product A (first specialist) is assisting a user, and the user selects a specialist in product B (second specialist). In this example, location information indicates that the user is or was located in front of a notice about product B. Additionally, gaze target information indicates that the user is or was looking at the notice about product B. In this case, the selection unit 12, based on the location information and gaze target information stored in the storage unit 23, selects a specialist in product B from among the specialists indicated by the specialist information stored in the specialist database 6. As another example, consider a case where, while a specialist in product A (the first specialist) is assisting a user, the user's emotional information acquired by the acquisition unit 11 in step S114 indicates anxiety. In this case, the selection unit 12 selects a second specialist who is more familiar with product A than the first specialist.

[0134] As another example, let's consider a case where, during a user interaction with a specialist in product A (the first specialist), the emotional information of the first specialist acquired by the acquisition unit 11 in step S114 indicates anxiety. In this case, the selection unit 12 selects a second specialist who is more familiar with product A than the first specialist.

[0135] (Step S116) In step S116, the selection unit 12 generates reason information indicating the reason for selecting the second person in charge in step S115. The selection unit 12 supplies the generated reason information to the output unit 223. The output unit 223 outputs the reason information supplied from the selection unit 12 to the operator terminal 4B.

[0136] (Step S117) In step S117, the control unit 42B of the operator terminal 4B acquires reason information output from the server 2. The control unit 42B displays the acquired reason information on the display unit 45B. Here, the output unit 223 may output the reason information supplied from the selection unit 12 to at least one of the user terminal 3 and the operator terminal 4A, in addition to or instead of the operator terminal 4B.

[0137] (Step S118) In step S118, the generation unit 221 of server 2 generates the avatar of the second person in charge selected by the selection unit 12 in step S115, and the user's avatar. Here, the user's avatar generated by the generation unit 221 in step S118 may be the same avatar as the user's avatar generated in step S109.

[0138] The generation unit 221 supplies the generated avatar to the output unit 223. The output unit 223 outputs the avatar of the second person in charge from the avatars supplied by the generation unit 221 to the user terminal 3, and outputs the user's avatar and the image of the virtual space generated in step S101 to the operator terminal 4B.

[0139] (Step S119) In step S119, the control unit 32 of the user terminal 3 acquires the avatar of the person in charge output from the server 2. The control unit 32 places the acquired avatar in the virtual space displayed in step S102 and displays it.

[0140] (Step S120) In step S120, the control unit 42B of the operator terminal 4B acquires the user's avatar and virtual space image output from the server 2. The control unit 42B places the acquired avatar in the acquired virtual space and displays it.

[0141] Thus, in the information processing system 100A according to this exemplary embodiment, the server 2 selects a second representative, different from the first representative, based on information acquired by the first representative while the first representative was interacting with the user in the virtual space. Therefore, in the information processing system 100A according to this exemplary embodiment, for example, if the user is dissatisfied with the first representative, the server 2 can re-select a more suitable representative.

[0142] Furthermore, in the information processing system 100A according to this exemplary embodiment, the server 2 is the 1 person in charge User During the interaction, emotional information including the emotions of the first person in charge or the history of those emotions. To further obtain the information processing system 100A according to this exemplary embodiment, If the first person in charge feels there is a problem with the response, the first person in charge will contact the user to resolve the issue. A suitable second person in charge can be selected.

[0143] (Variation 1) In the modified information processing system 100A, if the selection unit 12 selects a second person other than the first person while the avatar is being operated by the first person, it will operate the avatar using the second person's operation instead of the first person's operation.

[0144] As an example, in step S118 described above, the generation unit 221 does not generate the avatar of the second person in charge selected by the selection unit 12 in step S115. Then, in step 118, the output unit 223 outputs the avatar of the first person in charge generated in step S109 to the user terminal 3.

[0145] Then, in step S119, the control unit 32 of the user terminal 3 acquires the avatar of the first person in charge output from the server 2. The control unit 32 places the acquired avatar in the virtual space displayed in step S102 and displays it.

[0146] Thus, in the information processing system 100A according to this modified example, if the server 2 selects a second person other than the first person while the avatar is operating under the operation of the first person, the server 2 will operate the avatar under the operation of the second person instead of the first person. In other words, in the information processing system 100A according to this modified example, while the first person is responding to the user, the server 2 changes the person responding to the user from the first person to the second person without changing the avatar. Therefore, the server 2 can change to a more suitable person without making the user aware that the person has changed. As a result, the user's satisfaction with the avatar's response is improved.

[0147] (Modification 2) In the modified information processing system 100A, the selection unit 12 selects multiple personnel. The generation unit 221 then generates identical avatars that operate according to the actions of each of the multiple personnel.

[0148] As an example, in step S106 described above, the selection unit 12 selects several personnel from among the personnel information stored in the personnel database 6 who will be responsible for assisting the user in the virtual space, based on the location information and gaze target information stored in the storage unit 23.

[0149] Then, in step S109, the generation unit 221 generates identical avatars that operate according to the operations of each of the multiple personnel selected by the selection unit 12, as well as the user's avatar. The generation unit 221 supplies the generated avatars to the output unit 223. The output unit 223 outputs the identical avatars that operate according to the operations of each of the multiple personnel from among the avatars supplied by the generation unit 221 to the user terminal 3. The output unit 223 also outputs the user's avatar and the image of the virtual space generated in step S101 to the operator terminals 4A and 4B.

[0150] Thus, in the information processing system 100A according to this modified version, server 2 generates the same avatar that operates through the operations of multiple personnel. In other words, in the information processing system 100A according to this modified version, even if there are multiple personnel, server 2 displays only one avatar to the user terminal 3. Therefore, if a user wants to use multiple services, server 2 can provide services without intimidating the user, as multiple personnel, each corresponding to a different service, will use a single avatar to handle the interaction. Furthermore, in the information processing system 100A according to this modified version, server 2 can provide services without making the user aware that the personnel changes for each service. In other words, the user can feel as if they have been served by a single avatar specializing in multiple services. As a result, user satisfaction with the avatar's response improves.

[0151] [Exemplary Embodiment 4] In Exemplary Embodiments 2 and 3, examples using a server 2 and a user terminal 3 were described, but one or more of the functions of the server 2 may be implemented in the user terminal 3. In other words, at least one of the acquisition unit 11, selection unit 12, generation unit 221, update unit 222, and output unit 223 provided in the control unit 22 of the server 2 may be provided in the control unit 32 of the user terminal 3. Furthermore, all of the functions of the acquisition unit 11, selection unit 12, generation unit 221, update unit 222, and output unit 223 provided in the control unit 22 of the server 2 may be provided in the control unit 32 of the user terminal 3.

[0152] [Examples of implementation using software] Some or all of the functions of server 2, user terminal 3, and operator terminal 4 (4A and 4B) may be implemented by hardware such as integrated circuits (IC chips) or by software.

[0153] In the latter case, the server 2, user terminal 3, and operator terminal 4 (4A and 4B) are implemented by a computer that executes instructions for a program, which is software that implements each function. An example of such a computer (hereinafter referred to as computer C) is shown in Figure 9. Computer C comprises at least one processor C1 and at least one memory C2. The memory C2 stores a program P that causes computer C to operate as server 2, user terminal 3, and operator terminal 4 (4A and 4B). In computer C, the processor C1 reads program P from memory C2 and executes it, thereby implementing the functions of server 2, user terminal 3, and operator terminal 4 (4A and 4B).

[0154] Processor C1 can include, for example, a CPU (Central Processing Unit), GPU (Graphic Processing Unit), DSP (Digital Signal Processor), MPU (Micro Processing Unit), FPU (Floating Point Number Processing Unit), PPU (Physics Processing Unit), microcontroller, or a combination thereof. Memory C2 can include, for example, flash memory, HDD (Hard Disk Drive), SSD (Solid State Drive), or a combination thereof.

[0155] Computer C may also be equipped with RAM (Random Access Memory) for loading program P at runtime and for temporarily storing various data. Furthermore, computer C may be equipped with communication interfaces for sending and receiving data with other devices. Additionally, computer C may be equipped with input / output interfaces for connecting input / output devices such as keyboards, mice, displays, and printers.

[0156] Furthermore, program P can be recorded on a non-temporary, tangible recording medium M that is readable by computer C. Such a recording medium M could be, for example, tape, disk, card, semiconductor memory, or programmable logic circuitry. Computer C can acquire program P via such a recording medium M. Program P can also be transmitted via a transmission medium. Such a transmission medium could be, for example, a communication network or broadcast waves. Computer C can also acquire program P via such a transmission medium.

[0157] Furthermore, each process described in the above embodiments may be performed by AI (Artificial Intelligence). In this case, the AI ​​may operate on the control device described above, or it may operate on other devices (for example, an edge computer or a cloud server).

[0158] [Additional Note 1] The present invention is not limited to the embodiments described above, and various modifications are possible within the scope of the claims. For example, embodiments obtained by appropriately combining the technical means disclosed in the embodiments described above are also included in the technical scope of the present invention.

[0159] [Additional Note 2] Some or all of the embodiments described above may also be described as follows. However, the present invention is not limited to the embodiments described below.

[0160] (Note 1) An information processing device comprising: acquisition means for acquiring location information including the user's location in a virtual space or the history of said location; gaze target information including gaze targets located in the user's line of sight in the virtual space or the history of said gaze targets; and selection means for selecting an employee from among the employees indicated by employee information stored in a storage device who is responsible for assisting the user in the virtual space, based on the location information and the gaze target information.

[0161] (Note 2) The information processing apparatus according to Appendix 1, further comprising: an output means that outputs reason information indicating the reason why the selection means selected the person in charge, the person in charge information includes one or more characteristic pieces of information relating to the person in charge, and the one or more characteristic pieces of information includes characteristic pieces of information that contributed to the selection result by the selection means.

[0162] (Note 3) The information processing apparatus according to Appendix 1 or 2, wherein the acquisition means further acquires emotion information including the user's emotions or a history of such emotions, and the selection means further selects the person in charge based on the emotion information.

[0163] (Note 4) The information processing apparatus according to any one of the appendices 1 to 3, wherein the selection means selects a second person in charge, different from the first person in charge, based on information acquired by the acquisition means while the first person in charge selected as the person in charge is interacting with the user in the virtual space.

[0164] (Note 5) The information processing device described in Appendix 4 further acquires emotional information, including the emotions of the first person selected as the person in charge during the interaction or a history of such emotions.

[0165] (Note 6) The information processing apparatus according to Appendix 4 or 5, further comprising a generation means for generating an avatar that operates by the operation of a first person selected as the person in charge, wherein if the selection means selects a second person different from the first person in charge while the avatar is operating by the operation of the first person in charge, the avatar is operated by the operation of the second person in charge instead of the operation of the first person in charge.

[0166] (Note 7) The information processing apparatus according to any one of claims 1 to 6, further comprising an update means for updating the person in charge information based on evaluation information indicating the user's evaluation of the person in charge.

[0167] (Note 8) The information processing apparatus according to any one of the appendices 1 to 7, wherein the selection means further includes a generation means for selecting multiple personnel and generating identical avatars that operate according to the operations of each of the multiple personnel.

[0168] (Note 9) Information processing method comprising: an information processing device acquiring location information including the location of a user in a virtual space or the history of such location; gaze target information including gaze targets located in the direction of the user's gaze in the virtual space or the history of such gaze targets; and selecting, based on the location information and the gaze target information, a person in charge of handling the user in the virtual space from among the person in charge information stored in a storage device.

[0169] (Note 10) A program that causes a computer to function as an information processing device, wherein the program causes the computer to function as an acquisition means for acquiring location information including the location of a user in a virtual space or a history of such location, and gaze target information including gaze targets existing in the direction of the user's gaze in the virtual space or a history of such gaze targets, and a selection means for selecting a person in charge of handling the user in the virtual space from among the person in charge information stored in a storage device, based on the location information and the gaze target information.

[0170] (Note 11) An information processing device comprising at least one processor, wherein the processor performs an acquisition process to acquire location information including the user's location in a virtual space or a history of such location, and gaze target information including gaze targets existing in the user's line of sight in the virtual space or a history of such gaze targets, and a selection process to select a personnel responsible for assisting the user in the virtual space from among the personnel information stored in a storage device, based on the location information and the gaze target information.

[0171] Furthermore, this information processing device may also be equipped with memory, and this memory may store a program that causes the processor to execute the acquisition process and the selection process. This program may also be recorded on a computer-readable, non-temporary, tangible recording medium. [Explanation of Symbols]

[0172] 1. Information Processing Device 2, 2A Server 3. User terminals 4, 4A, 4B Operator Terminals 5. Customer Database 6. Personnel Database 11 Acquisition Department 12 Selection Section 100, 100A Information Processing System 221 Generation part 222 Update Department 223 Output section

Claims

1. A means for acquiring location information including the user's location in a virtual space or the history of said location, and gaze target information including gaze targets that exist in the user's line of sight in the virtual space or the history of said gaze targets, A selection means that, based on the location information and the gaze target information, selects a personnel from among the personnel information stored in the storage device that is responsible for responding to the user in the virtual space. The system comprises a generation means for generating an avatar that operates based on the actions of one or more of the aforementioned personnel, The selection means selects a second person in charge, different from the first person in charge, based on information acquired by the acquisition means while the first person in charge selected as the person in charge is interacting with the user in the virtual space. The generation means generates an avatar that operates based on the actions of the first person selected as the person in charge, The selection means, when the avatar is operating based on the operation of the first operator, selects a second operator different from the first operator, and then operates the avatar based on the operation of the second operator instead of the operation of the first operator. Information processing device.

2. The aforementioned personnel information includes one or more characteristic pieces of information relating to the said personnel, The information processing apparatus according to claim 1, further comprising: an output means that outputs reason information indicating the reason why the selection means selected the person in charge, which includes, among the one or more pieces of feature information, feature information that contributed to the selection result by the selection means.

3. The acquisition means further acquires emotional information including the user's emotions or a history of such emotions, The information processing apparatus according to claim 1 or 2, wherein the selection means further selects the person in charge based on the emotional information.

4. The information processing apparatus according to claim 1, wherein the acquisition means further acquires emotional information including the emotions of the first person selected as the person in charge during the interaction or the history of such emotions.

5. The information processing apparatus according to claim 1 or 2, further comprising an update means for updating the person in charge information based on evaluation information indicating the user's evaluation of the person in charge.

6. A means for acquiring location information including the user's location in a virtual space or the history of said location, and gaze target information including gaze targets that exist in the user's line of sight in the virtual space or the history of said gaze targets, A selection means that, based on the location information and the gaze target information, selects a personnel from among the personnel information stored in the storage device that is responsible for responding to the user in the virtual space. The system comprises a generation means for generating an avatar that operates based on the actions of one or more of the aforementioned personnel, The aforementioned selection means selects multiple personnel, The generation means generates identical avatars that operate based on the actions of each of the multiple personnel. Information processing device.

7. Information processing device, A process for acquiring location information including the user's location in a virtual space or the history of said location, and gaze target information including gaze targets that exist in the user's line of sight in the virtual space or the history of said gaze targets, Based on the location information and the gaze target information, a process is performed to select the person in charge who is responsible for assisting the user in the virtual space from among the person in charge information stored in the storage device. A process for generating an avatar that operates based on the actions of one or more of the aforementioned personnel, Execute, In the process of selecting the person in charge, a second person in charge, different from the first person in charge, is selected based on information obtained by the first person in charge while interacting with the user in the virtual space. In the process of generating the aforementioned avatar, an avatar is generated that operates based on the actions of the first person selected as the person in charge. In the process of selecting the person in charge, if a second person in charge different from the first person in charge is selected while the avatar is operating based on the operation of the first person in charge, the avatar will be operated based on the operation of the second person in charge instead of the operation of the first person in charge. Information processing methods.

8. Information processing device, A process for acquiring location information including the user's location in a virtual space or the history of said location, and gaze target information including gaze targets that exist in the user's line of sight in the virtual space or the history of said gaze targets, Based on the location information and the gaze target information, a process is performed to select the person in charge who is responsible for assisting the user in the virtual space from among the person in charge information stored in the storage device. A process for generating an avatar that operates based on the actions of one or more of the aforementioned personnel, Execute, In the process of selecting the person in charge, multiple persons in charge are selected, In the process of generating the avatar, the same avatar is generated that operates based on the actions of each of the multiple personnel. Information processing methods.

9. A program that makes a computer function as an information processing device, The aforementioned program, the computer, A means for acquiring location information including the user's location in a virtual space or the history of said location, and gaze target information including gaze targets that exist in the user's line of sight in the virtual space or the history of said gaze targets, A selection means that, based on the location information and the gaze target information, selects a personnel from among the personnel information stored in the storage device that is responsible for responding to the user in the virtual space. A generation means that generates an avatar that operates based on the actions of one or more of the aforementioned personnel, and functions as such, The selection means selects a second person in charge, different from the first person in charge, based on information acquired by the acquisition means while the first person in charge selected as the person in charge is interacting with the user in the virtual space. The generation means generates an avatar that operates based on the actions of the first person selected as the person in charge, The selection means, when the avatar is operating based on the operation of the first operator, selects a second operator different from the first operator, and then operates the avatar based on the operation of the second operator instead of the operation of the first operator. program.

10. A program that makes a computer function as an information processing device, The aforementioned program, the computer, A means for acquiring location information including the user's location in a virtual space or the history of said location, and gaze target information including gaze targets that exist in the user's line of sight in the virtual space or the history of said gaze targets, A selection means that, based on the location information and the gaze target information, selects a personnel from among the personnel information stored in the storage device that is responsible for responding to the user in the virtual space. A generation means that generates an avatar that operates based on the actions of one or more of the aforementioned personnel, and functions as such, The aforementioned selection means selects multiple personnel, The generation means generates identical avatars that operate based on the actions of each of the multiple personnel. program.

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