Server device, information processing method, and program

Abstract

A server device (110), which is a server device in an aircraft (1), is provided with: a processing unit (111); and a non-transitory first recording medium (113) storing data. The processing unit (111) receives an inquiry from a terminal device in the aircraft (1), and uses the data recorded in the first recording medium (113) to determine whether or not it is possible to answer the inquiry. When it is determined that it is not possible to answer the inquiry, the processing unit (111) accesses a resource located outside the server device (110), generates answer information by using the resource, and transmits the answer information to the terminal device, thereby performing the abovementioned answer.

Description

Server device, information processing method and program

[0001] The present disclosure relates to a server device and the like installed on an aircraft.

[0002] Conventionally, an inquiry answering system has been proposed that receives inquiries via chat or the like and returns answers (see, for example, Patent Document 1). This inquiry answering system includes an answer server device and a plurality of terminal devices. Messages and questions are repeatedly transmitted between the answer server device and the terminal devices, and answers to the inquiries are transmitted from the answer server device to the terminal devices. In addition, in this inquiry answering system, answers based on the attributes of the user of the terminal device are provided to the terminal devices.

[0003] Japanese Patent Application Laid-Open No. 2021-009587

[0004] However, the response server device of Patent Document 1 may not be able to provide a response to a query from a terminal device. For example, when the response system of Patent Document 1 is applied to an in-flight entertainment (IFE) system of an aircraft, it is difficult to obtain an appropriate response according to every situation on the aircraft.

[0005] Therefore, the present disclosure provides a server device and the like that can increase the likelihood of obtaining an appropriate response to an inquiry.

[0006] A server device according to one aspect of the present disclosure is a server device on an aircraft, comprising a processor and a non-temporary first recording medium storing data, wherein the processor receives an inquiry from a terminal device on the aircraft, and uses the data recorded on the first recording medium to determine whether or not an answer to the inquiry is possible, and if it determines that the answer is not possible, the processor accesses a resource outside the server device, uses the resource to generate answer information, and sends the answer to the terminal device, thereby providing the answer.

[0007] These comprehensive or specific aspects may be realized as a system, a method, an integrated circuit, a computer program, or a computer-readable recording medium such as a CD-ROM, or may be realized as any combination of a system, a method, an integrated circuit, a computer program, and a recording medium. The recording medium may also be a non-transitory recording medium.

[0008] The server device of the present disclosure can increase the likelihood of receiving an appropriate response to an inquiry.

[0009] Further advantages and effects of one aspect of the present disclosure will become apparent from the specification and drawings. Such advantages and / or effects are provided by some of the embodiments and configurations described in the specification and drawings, but not all of the configurations are necessarily required.

[0010] FIG. 1 is a diagram illustrating an overall configuration of an information processing system according to an embodiment. FIG. 2 is a diagram illustrating an example of an arrangement of a plurality of passenger terminals according to an embodiment. FIG. 3 is a block diagram illustrating an example of a configuration of a server device according to an embodiment. FIG. 4 is a diagram illustrating an example of an inquiry displayed on a passenger terminal and a response to the inquiry according to an embodiment. FIG. 5 is a diagram illustrating an example of an inquiry displayed on a crew terminal and a response to the inquiry according to an embodiment. FIG. 6 is a diagram illustrating an example of an inquiry made using a passenger terminal and a response from the server device according to an embodiment. FIG. 7 is a diagram illustrating an example of an inquiry made using a crew terminal and a response from the server device according to an embodiment. FIG. 8 is a diagram illustrating an example of an inquiry made using a passenger terminal and a response using aircraft information from the server device according to an embodiment. FIG. 9 is a diagram illustrating an example of an inquiry made using a crew terminal and a response using lighting information from the server device according to an embodiment. FIG. 10 is a diagram illustrating an example of an inquiry made using a passenger terminal and a response using flight operation information from the server device according to an embodiment. FIG. 11A is a diagram illustrating an example of an inquiry made using a crew terminal and a response using time information from the server device according to an embodiment. FIG. 11B is a diagram showing an example of an inquiry made using a passenger terminal and a response using time information from a server device in an embodiment. FIG. 12 is a diagram showing an example of an inquiry made using a passenger terminal and a response using inventory information from a server device in an embodiment. FIG. 13 is a diagram showing an example of an inquiry made using a crew terminal and a response using inventory information from a server device in an embodiment. FIG. 14 is a diagram showing an example of an inquiry made using a passenger terminal and a response from a server device that has received response support in an embodiment. FIG. 15 is a diagram showing another example of an inquiry made using a passenger terminal and a response from a server device that has received response support in an embodiment. FIG. 16 is a diagram showing another example of an inquiry made using a crew terminal and a response from a server device that has received response support in an embodiment.FIG. 17 is a sequence diagram showing an example of the processing operation of the information processing system until a response to an inquiry from a passenger terminal is obtained in an embodiment. FIG. 18 is a sequence diagram showing another example of the processing operation of the information processing system until a response to an inquiry from a passenger terminal is obtained in an embodiment. FIG. 19 is a sequence diagram showing yet another example of the processing operation of the information processing system until a response to an inquiry from a passenger terminal is obtained in an embodiment. FIG. 20 is a sequence diagram showing an example of the processing operation of the information processing system until a response to an inquiry from a crew terminal is obtained in an embodiment. FIG. 21 is a sequence diagram showing another example of the processing operation of the information processing system until a response to an inquiry from a crew terminal is obtained in an embodiment. FIG. 22 is a sequence diagram showing yet another example of the processing operation of the information processing system until a response to an inquiry from a crew terminal is obtained in an embodiment. FIG. 23 is a flowchart showing an example of the processing operation of the server device in an embodiment.

[0011] A server device according to a first aspect of the present disclosure is a server device on an aircraft, comprising a processor and a non-temporary first recording medium storing data, wherein the processor receives an inquiry from a terminal device on the aircraft, and determines whether or not it is possible to respond to the inquiry using the data recorded on the first recording medium, and if it determines that it is not possible to respond, it accesses a resource outside the server device, generates response information using the resource, and sends the response to the terminal device.

[0012] As a result, even if the server device is unable to respond to an inquiry using the data stored in the first recording medium, the server device can respond to the inquiry by using resources external to the server device, thereby increasing the likelihood of receiving an appropriate answer to an inquiry that corresponds to any situation on the aircraft.

[0013] In addition, in the server device according to a second aspect, a plurality of terminal devices are used as the terminal devices on board the aircraft, and when the processor receives the inquiry from an inquiry source that is one of the plurality of terminal devices, the processor further determines whether the inquiry source is a passenger terminal or a crew terminal, the passenger terminal being a terminal device among the plurality of terminal devices used by a passenger of the aircraft, and the crew terminal being a terminal device among the plurality of terminal devices used by a crew of the aircraft, and the processor, in determining whether an answer is possible, may determine whether an answer appropriate for the passenger corresponding to the passenger terminal is possible if the inquiry source is the passenger terminal, and may determine whether an answer appropriate for the crew corresponding to the crew terminal is possible if the inquiry source is the crew terminal. Note that the server device according to the second aspect may be subordinate to the first aspect.

[0014] This allows a determination to be made as to whether an answer appropriate to the user who made the inquiry, i.e., the passenger or crew of the aircraft, is possible depending on whether the inquiry originated from a passenger terminal or a crew terminal, thereby making it possible to make an appropriate determination appropriate to the user.

[0015] In the server device according to a third aspect, the first recording medium stores first answer data for answering an inquiry from the passenger terminal and second answer data for answering an inquiry from the crew terminal, and the processor, in determining whether the answer is possible, may determine whether the answer is possible by referring to the first answer data as the data if the inquiry originates from the passenger terminal, and may determine whether the answer is possible by referring to the second answer data as the data if the inquiry originates from the crew terminal. Note that the server device according to the third aspect may be subordinate to the second aspect.

[0016] As a result, the first answer data for passengers and the second answer data for crew members are used differently depending on the source of the inquiry. That is, when the source of the inquiry is a passenger terminal and an answer cannot be obtained using the first answer data, it is determined that an answer cannot be provided to the passenger terminal. Similarly, when the source of the inquiry is a crew terminal and an answer cannot be obtained using the second answer data, it is determined that an answer cannot be provided to the crew terminal. As a result, it is possible to appropriately determine whether an answer can be provided depending on whether the user who made the inquiry is a passenger or a crew member. Furthermore, by using the first answer data and the second answer data differently, it is possible to obtain an appropriate answer specific to the user depending on whether the user who made the inquiry is a passenger or a crew member.

[0017] In the server device according to a fourth aspect, the processor may access the resource by accessing a second recording medium that is outside the server device and within the aircraft and that stores information about the aircraft as aircraft-related information, and the processor may generate the answer information by using the aircraft-related information stored on the second recording medium. Note that the server device according to the fourth aspect may be subordinate to any one of the first to third aspects.

[0018] This allows the response information to be generated using information about the aircraft, effectively increasing the likelihood of obtaining an appropriate response to an inquiry that corresponds to any situation regarding the aircraft.

[0019] In the server device according to a fifth aspect, the aircraft-related information may include at least one of aircraft information indicating the status of the aircraft, flight information indicating a flight plan and flight status of the aircraft, inventory information indicating the number or amount of items loaded on the aircraft, lighting information indicating lighting settings and status of the aircraft, and time information indicating a time schedule on board the aircraft. Note that the server device according to the fifth aspect may be subordinate to the fourth aspect.

[0020] This allows response information to be generated using the aircraft's condition, flight plan, operational status, inventory, time schedule, etc., effectively increasing the likelihood of receiving specific responses to inquiries related to any aircraft situation.

[0021] In addition, in the server device according to a sixth aspect, a plurality of terminal devices are used as the terminal devices on board the aircraft, and when the processor receives the inquiry from an inquiry source that is one terminal device of the plurality of terminal devices, the processor accesses the resource by requesting assistance with the response from a crew terminal of the plurality of terminal devices that is different from the inquiry source and is used by a crew member of the aircraft, and generates the response information using information from the crew terminal that is treated as the resource. Note that the server device according to the sixth aspect may be subordinate to any one of the first to fifth aspects.

[0022] As a result, if the server device is unable to provide an answer to an inquiry using the data on the first recording medium, it requests assistance in providing an answer from the crew terminal. Therefore, for example, answer information can be generated using information received by the crew terminal through input operations by the crew. In other words, answer information can be generated using the crew's knowledge. As a result, it is possible to further increase the likelihood of obtaining an appropriate answer to an inquiry that corresponds to any situation on the aircraft.

[0023] In a server device according to a seventh aspect, the processor may access the resource by requesting assistance with the response from an off-board management system located outside the aircraft, and may generate the response information using information from the off-board management system treated as the resource. Note that the server device according to the seventh aspect may be subordinate to any one of the first to sixth aspects. For example, the off-board management system is a ground-based system.

[0024] As a result, if the server device is unable to respond to an inquiry using the data on the first recording medium, it requests assistance in providing a response from the off-board management system. Therefore, response information can be generated using, for example, information received by the off-board management system through an operator's input operation, or a search function of the off-board management system. As a result, it is possible to further increase the likelihood of obtaining an appropriate response to an inquiry that corresponds to any situation on the aircraft.

[0025] In addition, in the server device according to an eighth aspect, a plurality of terminal devices are used as the terminal devices on board the aircraft, and when the processor receives the inquiry from an inquiry source that is one of the plurality of terminal devices, in accessing the resource, the processor may request response assistance from a crew terminal that is different from the inquiry source and is used by a crew member of the aircraft, and if the processor is unable to receive the response assistance from the crew terminal, the processor may request the response assistance from the off-aircraft management system. Note that the server device according to the eighth aspect may be subordinate to the seventh aspect.

[0026] As a result, if the server device is unable to respond to an inquiry using the data on the first recording medium and is unable to obtain support for a response to a request for support for a response to the crew terminal, the server device will further request support for a response from the off-aircraft management system. This allows for repeated support for responses, further effectively increasing the likelihood of obtaining an appropriate response to an inquiry that corresponds to any situation on the aircraft.

[0027] In the server device according to a ninth aspect, the processor may further transmit the generated response information to the crew terminal when the inquiry source is the passenger terminal. Note that the server device according to the ninth aspect may be subordinate to any one of the second to eighth aspects.

[0028] This allows the response information to be shared between the passenger terminal and the crew terminal, allowing the crew to receive responses to passenger inquiries via the crew terminal, improving the efficiency of work on board the aircraft.

[0029] In the server device according to a tenth aspect, the processor may identify an attribute of the inquiry source and determine whether the inquiry source is the passenger terminal or the crew terminal based on the identified attribute. The server device according to the tenth aspect may be subordinate to any one of the second to ninth aspects. For example, the attribute may be an Internet Protocol (IP) address of the terminal device.

[0030] This makes it possible to determine with high accuracy whether the inquiry originates from a passenger terminal or a crew terminal.

[0031] In the server device according to an eleventh aspect, in generating the answer information, the processor may identify attributes of the passenger corresponding to the inquiry source when the inquiry source is the passenger terminal, and generate the answer information according to the identified attributes. Note that the server device according to the eleventh aspect may be subordinate to any one of the second to tenth aspects.

[0032] This allows appropriate response information to be generated according to the attributes of the passengers.

[0033] In the server device according to a twelfth aspect, the attribute may be at least one of a class of a seat in which the passenger sits, a seat number, and a seat area. Note that the server device according to the twelfth aspect may be subordinate to the server device according to the eleventh aspect.

[0034] This makes it possible to generate appropriate answer information according to the service provided for each class, depending on whether the passenger's seat is in first class, business class, economy class, etc. Also, it is possible to generate appropriate answer information according to the service provided for the seat number, seat area, etc. of the passenger's seat. The seat area is the area in which the passenger's seat is located.

[0035] Hereinafter, the embodiments will be specifically described with reference to the drawings.

[0036] The embodiments described below are all comprehensive or specific examples. The numerical values, shapes, materials, components, component placement and connection configurations, steps, and step sequences shown in the following embodiments are merely examples and are not intended to limit the present invention. Furthermore, among the components in the following embodiments, components that are not described in the independent claims that represent the highest concepts are described as optional components. Furthermore, each drawing is a schematic diagram and is not necessarily an exact illustration. Furthermore, the same components are designated by the same reference numerals in each drawing.

[0037] (Embodiment) FIG. 1 is a diagram showing the overall configuration of an information processing system according to this embodiment.

[0038] The information processing system 100 in this embodiment is disposed inside the aircraft 1 together with a second recording medium 200. The information processing system 100 refers to the information stored in the second recording medium 200 and further communicates with, for example, an off-aircraft management system 300 installed on the ground. Note that the information processing system 100 may communicate with the off-aircraft management system 300 via, for example, a satellite or a terrestrial base station. The aircraft 1 is, for example, a passenger aircraft.

[0039] The information processing system 100 has a function as, for example, an in-flight entertainment system (IFE) system, and includes a server device 110, a plurality of passenger terminals 120, and a plurality of crew terminals 130. The server device 110 provides various services to the plurality of passenger terminals 120 and the plurality of crew terminals 130. One of the various services is replying to inquiries. In other words, when the server device 110 receives an inquiry from one of the plurality of passenger terminals 120 and the plurality of crew terminals 130, the server device 110 replies to the inquiry. The inquiry and reply are performed, for example, by chat. The server device 110 has a function as a chatbot.

[0040] Each of the multiple passenger terminals 120 is a terminal device used by a passenger on the aircraft 1. Each of the multiple crew terminals 130 is a terminal device used by a crew member on the aircraft 1, and is configured as, for example, a smartphone or a tablet terminal. The crew member is specifically a cabin attendant, also known as a CA (Cabin Attendant), FA (Flight Attendant), or cabin crew. These multiple terminal devices (i.e., the multiple passenger terminals 120 and the multiple crew terminals 130) are connected to the server device 110 wirelessly or via a wired connection to communicate with the server device 110. The wireless communication may be performed using Wi-Fi (registered trademark), Bluetooth (registered trademark), ZigBee (registered trademark), or a specific low-power radio.

[0041] In this way, in the present embodiment, a plurality of terminal devices are used as terminal devices for making inquiries inside the aircraft 1. Among the plurality of terminal devices, the passenger terminal 120 is a terminal device used by the passengers of the aircraft 1, and the crew terminal 130 is a terminal device among the plurality of terminal devices used by the crew of the aircraft 1.

[0042] The second recording medium 200 is a resource located outside the server device 110 and within the aircraft 1, and stores information about the aircraft 1 as aircraft-related information 210. The aircraft-related information 210 includes aircraft information 211, flight information 212, inventory information 213, lighting information 214, and time information 215. The second recording medium 200 may be composed of a single recording medium or multiple recording media. That is, the above-mentioned multiple pieces of information may be stored on the same recording medium or may be stored in a distributed manner across multiple recording media. The aircraft information 211 is information indicating the status of the aircraft 1. The flight information 212 is information indicating the flight plan and flight status of the aircraft 1. The inventory information 213 is information indicating the number or quantity of items loaded on the aircraft 1. The items may be merchandise sold on the aircraft 1, food, drinks, etc. The lighting information 214 is information indicating the lighting settings and status of the aircraft 1. The time information 215 is information indicating the time schedule on the aircraft 1. For example, the time schedule indicates the time periods during which meals are served on the aircraft 1, the time periods during which preparations for those meals are made, etc. Such aircraft-related information 210 is referenced by the server device 110. The second recording medium 200 is configured as, for example, a hard disk drive, a RAM (Random Access Memory), a ROM (Read Only Memory), or a semiconductor memory. The second recording medium 200 may be volatile or non-volatile.

[0043] FIG. 2 is a diagram showing an example of the layout of a plurality of passenger terminals 120 in this embodiment.

[0044] A passenger terminal 120 is attached to each of a plurality of seats 2 arranged in the cabin of the aircraft 1. In other words, the passenger terminal 120 is attached to the rear side of the backrest of the seat 2. The display of the passenger terminal 120 attached to a seat 2 is directed toward the rear seat, which is another seat 2 immediately behind that seat 2, and is visible to passengers sitting in the rear seats. Such a passenger terminal 120 is used by passengers sitting in the rear seats.

[0045] The display of the passenger terminal 120 displays passenger inquiries and responses to those inquiries from the server device 110. The passenger terminal 120 also includes an input device and accepts inquiries in response to input operations made by passengers on the input device. The input device may be a touch sensor disposed on the display of the passenger terminal 120. In this case, a touch panel is configured from the display and the touch sensor. The input device may also be one or more physical buttons, a keyboard, a touchpad, or the like. The input device may also be a microphone. In this case, the passenger terminal 120 accepts inquiries in response to passenger voices picked up by the microphone.

[0046] FIG. 3 is a block diagram showing an example of the configuration of the server device 110 according to this embodiment.

[0047] The server device 110 is disposed within the aircraft 1 and includes a processing unit 111, an input / output unit 112, and a first recording medium 113. The server device 110 may be configured as a single device or may be configured as multiple devices or devices. The processing unit 111 is configured as an integrated circuit or circuit such as a CPU (Central Processing Unit). The input / output unit 112 serves as an interface between the processing unit 111 and each of the multiple passenger terminals 120 and the multiple crew terminals 130, and also serves as a communication interface between the processing unit 111 and the external management system 300. The input / output unit 112 is also used to access the second recording medium 200.

[0048] The first recording medium 113 is a non-transitory recording medium that stores data. The first recording medium 113 may be configured as, for example, a hard disk drive, RAM, ROM, or semiconductor memory. The first recording medium 113 may be either volatile or non-volatile. The first recording medium 113 includes a first recording section 113a, a second recording section 113b, and a third recording section 113c.

[0049] The first recording unit 113a stores first response data 11 for responding to inquiries from the passenger terminal 120. The first response data 11 may indicate a plurality of responses to a plurality of inquiries anticipated in advance from the passenger terminal 120, or information used for the plurality of responses. Alternatively, the first response data 11 may be configured as a machine learning model. The machine learning model is a model generated by performing machine learning such that, in response to an inquiry input from the passenger terminal 120, an answer for the passenger corresponding to the inquiry is output.

[0050] The second recording unit 113b stores second response data 12 for responding to inquiries from the crew terminal 130. The second response data 12 may indicate multiple responses to multiple inquiries anticipated in advance from the crew terminal 130, or information used for the multiple responses. Alternatively, the second response data 12 may be configured as a machine learning model. The machine learning model is a model generated by performing machine learning such that, in response to an inquiry input from the crew terminal 130, an answer for the crew corresponding to the inquiry is output.

[0051] The third recording unit 113c stores service data 13 for providing various services to passengers. The service data 13 may include multiple movie data, multiple music data, and food and beverage data. Each of the multiple movie data and music data is streamed to the passenger terminal 120 and played back so that passengers can view it. The food and beverage data is data related to the food and beverages provided to passengers on the aircraft 1. The service data 13 may also include other data, such as data indicating the tasks of the crew for passengers.

[0052] In the server device 110, when the processing unit 111 receives an inquiry message consisting of a sentence or a character string from a terminal device via the input / output unit 112, the processing unit 111 performs natural language processing on the inquiry. The natural language processing in this embodiment may be natural language processing (NLP), which may convert the inquiry message into text and analyze the content of the text. The natural language processing may also be processing using artificial intelligence (AI), or may include simple pattern matching of words contained in the sentence or character string. The processing unit 111 then generates answer information indicating an answer to the inquiry using the first recording medium 113 based on the results of the natural language processing. Furthermore, the processing unit 111 transmits the answer information to the inquiry source, which is one of the multiple terminal devices that made the inquiry, via the input / output unit 112. The answer information is displayed on the display of the inquiry source terminal device.

[0053] Here, the processing unit 111 determines whether the inquiry originates from the passenger terminal 120 or the crew terminal 130. If the inquiry originates from the passenger terminal 120, the processing unit 111 generates answer information for the passenger using the first answer data 11 stored in the first recording unit 113a. On the other hand, if the inquiry originates from the crew terminal 130, the processing unit 111 generates answer information for the crew using the second answer data 12 stored in the second recording unit 113b. This allows the processing unit 111 to generate and transmit different answer information to the passenger terminal 120 and the crew terminal 130 even when the same inquiry is received from these terminals. In other words, if the inquiry originates from the passenger terminal 120, the processing unit 111 can generate answer information specialized for the passenger who is the user of the passenger terminal 120. If the inquiry originates from the crew terminal 130, the processing unit 111 can generate answer information specialized for the crew who is the user of the crew terminal 130.

[0054] The processing unit 111 may generate answer information by narrowing down categories in response to an inquiry. For example, upon receiving an inquiry, the processing unit 111 first performs natural language processing on the inquiry and extracts multiple categories related to the inquiry from multiple predetermined categories. The multiple predetermined categories are defined according to the first answer data 11 and the second answer data 12, respectively. The first answer data 11 and the second answer data 12 each have a hierarchical category structure. The processing unit 111 displays the extracted multiple categories on the display of the inquiry source. When the inquiry source selects one of the multiple categories, the processing unit 111 further extracts multiple categories (i.e., subcategories) belonging to the selected category. The processing unit 111 displays the extracted multiple subcategories on the display of the inquiry source and accepts one of the multiple subcategories selected by the inquiry source. This narrows down the categories. By narrowing down the categories in this way, the processing unit 111 acquires content belonging to the finally narrowed-down category from the first answer data 11 or the second answer data 12. The content may be a message, a sentence, a character string, or an image. The processing unit 111 generates answer information including the acquired content. Note that the first answer data 11 and the second answer data 12 may each include a different natural language processing algorithm. In this case, the processing unit 111 can perform highly accurate natural language processing for each of the passengers and the crew by using different algorithms depending on the source of the inquiry.

[0055] [Specific Example 1 of Inquiry and Response: Response Possible by Server Device 110] FIG. 4 is a diagram showing an example of an inquiry displayed on the passenger terminal 120 and a response to the inquiry.

[0056] As shown in FIG. 4 , the passenger terminal 120 receives an inquiry message Q1 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q1 to the server device 110, thereby making an inquiry about the inquiry message Q1 to the server device 110. For example, the inquiry message Q1 is the message "Are there any action movies?" In response to the inquiry message Q1, the processing unit 111 of the server device 110 generates answer information A1 and transmits the answer information A1 to the passenger terminal 120, thereby displaying the answer information A1 on the display of the passenger terminal 120. For example, the answer information A1 includes the message "These movies are available" and a list of action movies. In this way, the inquiry is answered.

[0057] Specifically, when the processing unit 111 receives the inquiry message Q1 via the input / output unit 112, it determines that the sender of the inquiry message Q1, i.e., the source of the inquiry, is the passenger terminal 120. For example, the processing unit 111 determines whether the IP address used to send the inquiry message Q1 is an address assigned to the passenger terminal 120 or an address assigned to the crew terminal 130. In the above example, the processing unit 111 determines that the source of the inquiry is the passenger terminal 120 by determining that the IP address is an address assigned to the passenger terminal 120. Then, the processing unit 111 determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q1, using the first response data 11 in the first passenger recording unit 113a. For example, if the first response data 11 indicates a message such as "There are no action movies" or "This movie is available" for an action movie, the processing unit 111 determines that it is possible to respond. The processing unit 111 then refers to the service data 13 in the third recording unit 113c, searches for action movies in the service data 13, and, if the action movies are found, acquires a list of the action movies. The processing unit 111 then generates answer information A1 including the list of action movies and the message "These movies are available." When extracting the above-mentioned categories through inference using natural language processing by AI, the processing unit 111 may determine that an answer is impossible if the reliability of the inference is equal to or less than a threshold, and may determine that an answer is possible if the reliability is greater than the threshold. When extracting the above-mentioned categories through simple pattern matching of each word included in the inquiry message Q1, the processing unit 111 may determine that an answer is impossible if there are no matching words, and may determine that an answer is possible if there are matching words.

[0058] FIG. 5 is a diagram showing an example of an inquiry displayed on the crew terminal 130 and a response to the inquiry.

[0059] As shown in FIG. 5 , the crew terminal 130 receives an inquiry message Q2 in response to an input operation by the crew. The crew terminal 130 then transmits the inquiry message Q2 to the server device 110, thereby making an inquiry about the inquiry message Q2 to the server device 110. For example, the inquiry message Q2 is the message "What should I do next?" In response to the inquiry message Q2, the processing unit 111 of the server device 110 generates answer information A2 and transmits the answer information A2 to the crew terminal 130, thereby displaying the answer information A2 on the display of the crew terminal 130. For example, the answer information A2 includes the message "The unaddressed tasks are as follows." In this way, the inquiry is answered.

[0060] Specifically, when the processing unit 111 receives the inquiry message Q2 via the input / output unit 112, it determines that the sender of the inquiry message Q2, i.e., the source of the inquiry, is the crew terminal 130. For example, the processing unit 111 determines whether the IP address used to send the inquiry message Q2 is an address assigned to the passenger terminal 120 or an address assigned to the crew terminal 130. In the above example, the processing unit 111 determines that the source of the inquiry is the crew terminal 130 by determining that the IP address is an address assigned to the crew terminal 130. Then, the processing unit 111 determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q2, using the second response data 12 in the second crew recording unit 113b. For example, if the second response data 12 for the crew contains a message such as "There are no unhandled tasks" or "The unhandled tasks are as follows" for the crew task, the processing unit 111 determines that it is possible to respond. The processing unit 111 then refers to the service data 13 in the third recording unit 113c, searches for unhandled tasks from the service data 13, and if any unhandled tasks are found, acquires a list of the unhandled tasks. Thereafter, the processing unit 111 generates answer information A2 including the list of unhandled tasks and the message "The unhandled tasks are as follows."

[0061] Fig. 6 is a diagram showing an example of an inquiry made using the passenger terminal 120 and a response from the server device 110. The inquiry and the response are displayed on the display of the passenger terminal 120, but in Fig. 6, the inquiry and the response are displayed in a position outside the display so that the contents of the inquiry and the response are shown large.

[0062] As shown in FIG. 6 , the passenger terminal 120 receives an inquiry message Q3 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q3 to the server device 110, thereby inquiring about the inquiry message Q3 to the server device 110. For example, the inquiry message Q3 is the message "How do I fill out the immigration card?" In response to the inquiry message Q3, the processing unit 111 of the server device 110 generates answer information A3 and transmits the answer information A3 to the passenger terminal 120, thereby displaying the answer information A3 on the display of the passenger terminal 120. For example, the answer information A3 includes the message "Please fill it out like this" and an image showing how to fill out the immigration card. In this way, the inquiry is answered.

[0063] Specifically, when the processing unit 111 receives the inquiry message Q3 via the input / output unit 112, it determines that the sender of the inquiry message Q3, i.e., the source of the inquiry, is the passenger terminal 120. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q3, using the first answer data 11 stored in the first passenger recording unit 113a. For example, if the first answer data 11 contains a message such as "Please fill it out like this" in response to a question about how to fill out an arrival card, the processing unit 111 determines that it is possible to respond. The processing unit 111 then references the service data 13 stored in the third recording unit 113c, searches the service data 13 for an image showing how to fill out an arrival card, and, if found, acquires the image. The processing unit 111 then generates answer information A3 including the image and the message "Please fill it out like this." In addition, if the first response data 11 contains response information A3 regarding how to fill out the entry card, the processing unit 111 may determine that the response is possible and transmit the response information A3 to the passenger terminal 120.

[0064] 7 is a diagram showing an example of an inquiry made using the crew terminal 130 and a response from the server device 110. The inquiry and the response are displayed on the display of the crew terminal 130, but in FIG. 7, the inquiry and the response are displayed in a position outside the display so that the content of the inquiry and the response is shown large.

[0065] As shown in FIG. 7 , the crew terminal 130 receives an inquiry message Q4 in response to an input operation by the crew. The crew terminal 130 then transmits the inquiry message Q4 to the server device 110, thereby inquiring about the inquiry message Q4 to the server device 110. For example, the inquiry message Q4 is the message "Who is calling the crew?" In response to the inquiry message Q4, the processing unit 111 of the server device 110 generates answer information A4 and transmits the answer information A4 to the crew terminal 130, thereby displaying the answer information A4 on the display of the crew terminal 130. For example, the answer information A4 includes the message "A crew call is being made at seat number 12A, 24F." This provides an answer to the inquiry.

[0066] Specifically, when the processing unit 111 receives the inquiry message Q4 via the input / output unit 112, it determines that the sender of the inquiry message Q4, i.e., the source of the inquiry, is the crew terminal 130. The processing unit 111 then determines whether or not a response to the inquiry regarding the inquiry message Q4 is possible, using the second response data 12 stored in the second crew recording unit 113b. For example, if the second response data 12 contains a message such as "A crew call is being made" or "A crew call is not being made" in response to a crew call, the processing unit 111 determines that a response is possible. The processing unit 111 then references the service data 13 stored in the third recording unit 113c, searches the service data 13 for the seat number of the passenger making the crew call, and, if the seat number is found, acquires a list of the seat numbers and an image showing the seat number. Thereafter, the processing unit 111 uses the list of seat numbers to generate a message "A crew call is being made at seat number 12A, 24F," and generates answer information A4 including the message and the above-mentioned image.

[0067] As described above, in the server device 110 of this embodiment, the processing unit 111 receives an inquiry from a terminal device on board the aircraft 1 and determines whether or not it is possible to respond to the inquiry by using the data recorded on the first recording medium 113. If the processing unit 111 determines that it is possible to respond, it uses the data to respond to the inquiry.

[0068] Furthermore, when the processing unit 111 receives an inquiry from an inquiry source, it determines whether the inquiry source is the passenger terminal 120 or the crew terminal 130. If the inquiry source is the passenger terminal 120, the processing unit 111 determines whether or not an answer appropriate for the passenger corresponding to the passenger terminal 120 is possible. If the inquiry source is the crew terminal 130, the processing unit 111 determines whether or not an answer appropriate for the crew corresponding to the crew terminal 130 is possible. As a result, it is determined whether or not an answer appropriate for the user of the inquiry source, i.e., a passenger or crew member of the aircraft 1, is possible depending on whether the inquiry source is the passenger terminal 120 or the crew terminal 130. Therefore, it is possible to appropriately determine whether or not an answer appropriate for the user is possible.

[0069] Specifically, when the inquiry source is the passenger terminal 120, the processing unit 111 determines whether an answer is possible by referring to the first answer data 11 for passengers, and when the inquiry source is the crew terminal 130, the processing unit 111 determines whether an answer is possible by referring to the second answer data 12 for crew. In this way, the first answer data 11 for passengers and the second answer data 12 for crew are used appropriately depending on the inquiry source. In other words, when the inquiry source is the passenger terminal 120 and an answer cannot be obtained using the first answer data 11, it is determined that an answer cannot be provided to the passenger terminal 120. Similarly, when the inquiry source is the crew terminal 130 and an answer cannot be obtained using the second answer data 12, it is determined that an answer cannot be provided to the crew terminal 130. As a result, it is possible to appropriately determine whether an answer is possible depending on whether the user who made the inquiry is a passenger or a crew member. Furthermore, by using the first response data 11 and the second response data 12 appropriately, it is possible to obtain an appropriate response specific to the user depending on whether the user making the inquiry is a passenger or a crew member.

[0070] In this embodiment, the processing unit 111 identifies the attributes of the inquiry source and determines whether the inquiry source is the passenger terminal 120 or the crew terminal 130 based on the identified attributes. For example, the attributes may be the IP address of the terminal device. This makes it possible to accurately determine whether the inquiry source is the passenger terminal 120 or the crew terminal 130. Furthermore, when the inquiry source is the passenger terminal 120, the processing unit 111 may identify the attributes of the passenger corresponding to the inquiry source and generate answer information according to the identified attributes. This makes it possible to generate appropriate answer information according to the passenger attributes. Specifically, the attributes may be at least one of the class, seat number, and seat area of ​​the seat 2 in which the passenger sits. This makes it possible to generate appropriate answer information according to the service provided for that class, depending on whether the passenger's seat 2 is first class, business class, economy class, or the like. Furthermore, it is possible to generate appropriate answer information according to the seat number, seat area, etc. of the passenger's seat. The seat area is the section in which the passenger's seat is located. The attributes may also be the passenger's frequent flyer status, language, age, gender, etc. In this case, appropriate response information can be generated according to the service of the attribute. Note that the processing unit 111 may also identify the passenger's language, age, gender, etc., through an input operation by the passenger on the passenger terminal 120.

[0071] [Specific Example 2 of Inquiry and Response: Response by Accessing Second Recording Medium] Figure 8 is a diagram showing an example of an inquiry made using passenger terminal 120 and a response using aircraft information 211 from server device 110. Note that the inquiry and response are displayed on the display of passenger terminal 120, but in Figure 8, the inquiry and response are displayed in a position outside the display so that the contents of the inquiry and response are shown large.

[0072] As shown in FIG. 8 , the passenger terminal 120 receives an inquiry message Q5 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q5 to the server device 110, thereby inquiring about the inquiry message Q5 to the server device 110. For example, the inquiry message Q5 is the message "I would like to drink orange juice." In response to the inquiry message Q5, the processing unit 111 of the server device 110 generates answer information A5 and transmits the answer information A5 to the passenger terminal 120, thereby displaying the answer information A5 on the display of the passenger terminal 120. For example, the answer information A5 includes the message "This service is unavailable because the aircraft is ascending. Please wait a while until the service begins." This completes the response to the inquiry.

[0073] Specifically, when the processing unit 111 receives the inquiry message Q5 via the input / output unit 112, it determines that the sender of the inquiry message Q5, i.e., the source of the inquiry, is the passenger terminal 120. Then, the processing unit 111 determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q5, using the first response data 11 in the first passenger recording unit 113a. In this case, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the first response data 11 includes multiple messages in response to the inquiry and it is necessary to select a message corresponding to the current state of the aircraft 1 from the multiple messages, the processing unit 111 determines that it is unable to respond to the inquiry. Alternatively, if the processing unit 111 refers to the first response data 11 and extracts "drink order" as a category for the inquiry, it determines that it is unable to respond to the category "drink order." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the aircraft information 211 in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the current status of the aircraft 1 indicated in the aircraft information 211, for example, "ascending." As a result, the processing unit 111 obtains a message corresponding to the current status of the aircraft from the above-mentioned multiple messages, such as "The aircraft is ascending and is therefore unavailable. Please wait a moment until service begins," and generates response information A5 including the message. The processing unit 111 may also generate a message corresponding to the current status of the identified aircraft without obtaining a single message from the multiple messages.

[0074] 9 is a diagram showing an example of an inquiry made using the crew terminal 130 and a response using the illumination information 214 from the server device 110. The inquiry and response are displayed on the display of the crew terminal 130, but in FIG. 9, the inquiry and response are displayed in a position outside the display so that the content of the inquiry and response is shown large.

[0075] As shown in FIG. 9 , the crew terminal 130 receives an inquiry message Q6 in response to an input operation by the crew member. The crew terminal 130 then transmits the inquiry message Q6 to the server device 110, thereby making an inquiry about the inquiry message Q6 to the server device 110. For example, the inquiry message Q6 is the message "What is the lighting situation for seat number 12A?" In response to the inquiry message Q6, the processing unit 111 of the server device 110 generates answer information A6 and transmits the answer information A6 to the crew terminal 130, thereby displaying the answer information A6 on the display of the crew terminal 130. For example, the answer information A6 includes the message "Reading light: ON, accent light is lit in blue." This provides an answer to the inquiry.

[0076] Specifically, when the processing unit 111 receives the inquiry message Q6 via the input / output unit 112, it determines that the sender of the inquiry message Q6, i.e., the source of the inquiry, is the crew terminal 130. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q6, using the second response data 12 in the second crew recording unit 113b. In this case, the processing unit 111 determines that it is not possible to respond to the inquiry. For example, if the second response data 12 contains multiple messages corresponding to the inquiry and it is necessary to select a message corresponding to the current status of the lighting at seat number 12A from the multiple messages, the processing unit 111 determines that it is not possible to respond to the inquiry. Alternatively, if the processing unit 111 references the second response data 12 and extracts "check the lighting status" as a category for the inquiry, it determines that it is not possible to respond to the category "check the lighting status." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the lighting information 214 in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the current state of the lighting for seat 12A indicated in the lighting information 214. As a result, the processing unit 111 acquires a message corresponding to the current state of the lighting for seat 12A from the above-described plurality of messages, such as "Reading light: ON, accent light is lit in blue," and generates answer information A6 including the message. The processing unit 111 may also generate a message corresponding to the identified current state of the lighting without acquiring a single message from the plurality of messages.

[0077] 10 is a diagram showing an example of an inquiry made using the passenger terminal 120 and a response using the flight operation information 212 from the server device 110. The inquiry and response are displayed on the display of the passenger terminal 120, but in FIG. 10, the inquiry and response are displayed in a position outside the display so that the contents of the inquiry and response are shown large.

[0078] As shown in FIG. 10 , the passenger terminal 120 receives an inquiry message Q7 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q7 to the server device 110, thereby making an inquiry about the inquiry message Q7 to the server device 110. For example, the inquiry message Q7 is the message "What is the arrival time?" In response to the inquiry message Q7, the processing unit 111 of the server device 110 generates answer information A7 and transmits the answer information A7 to the passenger terminal 120, thereby displaying the answer information A7 on the display of the passenger terminal 120. For example, the answer information A7 includes the message "It will arrive five hours later, at 17:00 local time." In this way, an answer to the inquiry is provided.

[0079] Specifically, when the processing unit 111 receives the inquiry message Q7 via the input / output unit 112, it determines that the sender of the inquiry message Q7, i.e., the source of the inquiry, is the passenger terminal 120. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q7, using the first response data 11 stored in the first passenger recording unit 113a. In this case, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the first response data 11 contains a message corresponding to the inquiry and specific parameters such as time and date need to be inserted into the message, the processing unit 111 determines that it is unable to respond to the inquiry. Alternatively, if the processing unit 111 references the first response data 11 and extracts "Confirm arrival time" as a category for the inquiry, it determines that it is unable to respond to the category "Confirm arrival time." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and references the flight information 212 included in the aircraft-related information 210 stored on the second recording medium 200. Then, the processing unit 111 identifies the time until the aircraft 1 arrives at the destination and the time at which the aircraft 1 will arrive at the destination based on the flight plan and flight status indicated in the flight information 212. As a result, the processing unit 111 inserts the identified time and time into the above-mentioned message to obtain the message "Arrival will occur five hours later, at 17:00 local time," and generates answer information A7 including the message. Note that the processing unit 111 may directly generate a message according to the identified time and time without inserting the identified time and time.

[0080] 11A is a diagram showing an example of an inquiry made using the crew terminal 130 and a response using time information 215 from the server device 110. The inquiry and response are displayed on the display of the crew terminal 130, but in FIG. 11A, the inquiry and response are displayed in a position outside the display so that the content of the inquiry and response is shown large.

[0081] As shown in FIG. 11A , the crew terminal 130 receives an inquiry message Q8 in response to an input operation by the crew. The crew terminal 130 then transmits the inquiry message Q8 to the server device 110, thereby making an inquiry about the inquiry message Q8 to the server device 110. For example, the inquiry message Q8 is the message "When is the next meal?" In response to the inquiry message Q8, the processing unit 111 of the server device 110 generates answer information A8 and transmits the answer information A8 to the crew terminal 130, thereby displaying the answer information A8 on the display of the crew terminal 130. For example, the answer information A8 includes the message "Dinner should be served in one hour. Please start preparation in 30 minutes." In this way, an answer to the inquiry is provided.

[0082] Specifically, when the processing unit 111 receives the inquiry message Q8 via the input / output unit 112, it determines that the sender of the inquiry message Q8, i.e., the source of the inquiry, is the crew terminal 130. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q8, using the second response data 12 in the second crew recording unit 113b. In this case, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the second response data 12 contains a message corresponding to the inquiry and the message requires the insertion of information such as the time until meal service begins, the time until meal preparation begins, and the type of meal, the processing unit 111 determines that it is unable to respond to the inquiry. Alternatively, if the processing unit 111 references the second response data 12 and extracts "confirm meal" as a category for the inquiry, it determines that it is unable to respond to the category "confirm meal." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the time information 215 in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the time and type of meal indicated in the time information 215. The processing unit 111 then inserts the identified time and type of meal into the message, thereby obtaining the message "Dinner should be served in one hour. Please start preparations in 30 minutes.", and generates answer information A8 including the message. The processing unit 111 may also directly generate a message according to the time and type of meal without inserting the identified time and type of meal.

[0083] 11B is a diagram showing an example of an inquiry made using the passenger terminal 120 and a response using time information 215 from the server device 110. The inquiry and response are displayed on the display of the passenger terminal 120, but in FIG. 11B, the contents of the inquiry and response are displayed in a larger size outside the display.

[0084] As shown in FIG. 11B , the passenger terminal 120 receives an inquiry message Q8 in response to an input operation by the passenger. The passenger terminal 120 then transmits the inquiry message Q8 to the server device 110, thereby making an inquiry about the inquiry message Q8 to the server device 110. This inquiry message Q8 is the same as the inquiry message Q8 in the example of FIG. 11A , for example, the message "When is the next meal?" In response to the inquiry message Q8, the processing unit 111 of the server device 110 generates answer information A8a and transmits the answer information A8a to the passenger terminal 120, thereby displaying the answer information A8a on the display of the passenger terminal 120. For example, the answer information A8a includes the message "Dinner will be served in one hour." This provides an answer to the inquiry.

[0085] Specifically, when the processing unit 111 receives the inquiry message Q8 via the input / output unit 112, it determines that the sender of the inquiry message Q8, i.e., the source of the inquiry, is the passenger terminal 120. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q8, using the first response data 11 in the first passenger recording unit 113a. In this case, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the first response data 11 contains a message corresponding to the inquiry and the message requires the insertion of information such as the time until meal service begins and the type of meal, the processing unit 111 determines that it is unable to respond to the inquiry. Alternatively, if the processing unit 111 references the first response data 11 and extracts "confirm meal" as a category for the inquiry, it determines that it is unable to respond to the category "confirm meal." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the time information 215 in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the time and type of meal indicated in the time information 215. The processing unit 111 then inserts the identified time and type of meal into the message, thereby obtaining the message "Dinner will be served in one hour." The processing unit 111 then generates answer information A8a including the message. The processing unit 111 may directly generate a message corresponding to the time and type of meal without inserting the identified time and type of meal. Furthermore, if the time information 215 indicates the type of meal (e.g., chicken, fish, etc.), the processing unit 111 may also include the type of meal in the message of the answer information A8a.

[0086] 11A and 11B , even when the processing unit 111 receives the same inquiry from the passenger terminal 120 and the crew terminal 130, it can generate and transmit different response information to these terminal devices. In other words, if the inquiry originates from the passenger terminal 120, the processing unit 111 can generate response information specialized for the passenger who is the user of the passenger terminal 120, and if the inquiry originates from the crew terminal 130, it can generate response information specialized for the crew who is the user of the crew terminal 130.

[0087] 12 is a diagram showing an example of an inquiry made using the passenger terminal 120 and a response using inventory information 213 from the server device 110. The inquiry and response are displayed on the display of the passenger terminal 120, but in FIG. 12, the inquiry and response are displayed in a position outside the display so that the contents of the inquiry and response are shown large.

[0088] As shown in FIG. 12 , the passenger terminal 120 receives an inquiry message Q9 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q9 to the server device 110, thereby making an inquiry about the inquiry message Q9 to the server device 110. For example, the inquiry message Q9 is the message "I would like to buy five airplane models." In response to this inquiry message Q9, the processing unit 111 of the server device 110 generates answer information A9 and transmits the answer information A9 to the passenger terminal 120, thereby displaying the answer information A9 on the display of the passenger terminal 120. For example, the answer information A9 includes the message "There are three in stock, so the order quantity will be three. Is that okay?" In this way, an answer to the inquiry is made.

[0089] Specifically, when the processing unit 111 receives the inquiry message Q9 via the input / output unit 112, it determines that the sender of the inquiry message Q9, i.e., the source of the inquiry, is the passenger terminal 120. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q9, using the first response data 11 in the first passenger recording unit 113a. In this case, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the first response data 11 contains multiple messages corresponding to the inquiry and it is necessary to select a message corresponding to the inventory of airplane models from the multiple messages, the processing unit 111 determines that it is unable to respond to the inquiry. Alternatively, if the processing unit 111 references the first response data 11 and extracts "in-flight sales orders" as the category for the inquiry, it determines that it is unable to respond to the category "in-flight sales orders." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the inventory information 213 in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the inventory quantity of the airplane models indicated in the inventory information 213. The processing unit 111 then selects a message from the multiple messages described above that corresponds to the identified inventory quantity (e.g., three units) and the order quantity (e.g., five units) and inserts the identified inventory quantity into the selected message. As a result, the processing unit 111 obtains the message "There are three units in stock, so the order quantity will be three units. Is that okay?" and generates answer information A9 including the message. The processing unit 111 may directly generate a message corresponding to the identified inventory quantity without inserting the identified inventory quantity.

[0090] 13 is a diagram showing an example of an inquiry made using the crew terminal 130 and a response using inventory information 213 from the server device 110. The inquiry and response are displayed on the display of the crew terminal 130, but in FIG. 13, the contents of the inquiry and response are displayed in a larger size outside the display.

[0091] As shown in FIG. 13 , the crew terminal 130 receives an inquiry message Q10 in response to an input operation by the crew. The crew terminal 130 then transmits the inquiry message Q10 to the server device 110, thereby making an inquiry about the inquiry message Q10 to the server device 110. For example, the inquiry message Q10 is the message "How much orange juice do you have in stock?" In response to the inquiry message Q10, the processing unit 111 of the server device 110 generates answer information A10 and transmits the answer information A10 to the crew terminal 130, thereby displaying the answer information A10 on the display of the crew terminal 130. For example, the answer information A10 includes the message "15 packs." This provides an answer to the inquiry.

[0092] Specifically, when the processing unit 111 receives the inquiry message Q10 via the input / output unit 112, it determines that the sender of the inquiry message Q10, i.e., the source of the inquiry, is the crew terminal 130. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q10, using the second response data 12 in the second crew recording unit 113b. In this case, the processing unit 111 determines that it is not possible to respond to the inquiry. For example, if the second response data 12 contains a message corresponding to the inquiry and the number of orange juices in stock needs to be inserted into the message, the processing unit 111 determines that it is not possible to respond to the inquiry. Alternatively, if the processing unit 111 references the second response data 12 and extracts "inventory check" as the category for the inquiry, it determines that it is not possible to respond to the category "inventory check." In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the inventory information 213 in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the number of orange juices in stock (e.g., 15 packs) indicated in the inventory information 213. The processing unit 111 then inserts the identified number of orange juices in stock into the message described above to obtain the message "15 packs" and generate answer information A10 including the message. The processing unit 111 may also directly generate a message corresponding to the number of orange juices in stock without inserting the identified number of orange juices in stock.

[0093] As described above, in this embodiment, when the processing unit 111 receives an inquiry from a terminal device on the aircraft 1, the processing unit 111 determines whether or not an answer to the inquiry is possible using the data recorded on the first recording medium 113. When the processing unit 111 extracts the above-mentioned categories through inference using AI-based natural language processing, the processing unit 111 may determine that an answer is impossible if the reliability of the inference is equal to or lower than a threshold, and may determine that an answer is possible if the reliability is greater than a threshold. When the processing unit 111 extracts the above-mentioned categories through simple pattern matching of each word included in the inquiry message, the processing unit 111 may determine that an answer is impossible if there are no matching words, and may determine that an answer is possible if there are matching words. The processing unit 111 may determine that an answer is impossible if the data on the first recording medium 113 does not contain answer information to the inquiry, and may determine that an answer is possible if there is answer information. If the processing unit 111 determines that an answer is impossible, it accesses a resource external to the server device 110. In the examples of FIGS. 8 to 13 , the resource is the second recording medium 200. The processing unit 111 then uses the resources to generate response information and transmits it to the terminal device to provide the response. As a result, even if the server device 110 cannot provide a response to the inquiry using the data on the first recording medium 113, the server device 110 can provide a response to the inquiry by using resources external to the server device 110. This increases the likelihood of obtaining an appropriate response to an inquiry that corresponds to any situation of the aircraft 1.

[0094] 8 to 13 , the processing unit 111 accesses the second recording medium 200, which is a resource outside the server device 110 and located within the aircraft 1, and which stores information about the aircraft 1 as aircraft-related information 210. The processing unit 111 then generates answer information using the aircraft-related information 210 stored on the second recording medium 200. As a result, answer information is generated using information about the aircraft 1, which effectively increases the likelihood of obtaining an appropriate answer to an inquiry that corresponds to any situation of the aircraft 1.

[0095] In the present embodiment, the aircraft-related information 210 includes aircraft information 211, flight information 212, inventory information 213, lighting information 214, and time information 215. The aircraft-related information 210 may include at least one of these pieces of information, or may include other pieces of information. This allows response information to be generated using the aircraft status, flight plan, flight status, inventory, time schedule, and the like of the aircraft 1, effectively increasing the likelihood of obtaining a specific response to an inquiry that corresponds to any situation regarding the aircraft 1. The aircraft-related information 210 may be updated by the processing unit 111 as needed depending on the current situation of the aircraft 1.

[0096] [Specific Example 3 of Inquiry and Response: Response with Assistance Request] Fig. 14 is a diagram showing an example of an inquiry made using the passenger terminal 120 and a response from the server device 110 that has received response support. Note that the inquiry and response are displayed on the display of the passenger terminal 120, but in Fig. 14, the inquiry and response are displayed in a position outside the display so that the contents of the inquiry and response are shown large.

[0097] As shown in FIG. 14 , the passenger terminal 120 receives an inquiry message Q11 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q11 to the server device 110, thereby making an inquiry about the inquiry message Q11 to the server device 110. For example, the inquiry message Q11 is the message "Please tell me where my connecting flight is." In response to the inquiry message Q11, the processing unit 111 of the server device 110 generates answer information A11 and transmits the answer information A11 to the passenger terminal 120, thereby displaying the answer information A11 on the display of the passenger terminal 120. For example, the answer information A11 includes the message "It's Gate 15 at Terminal 1" and a map showing the location of the connecting flight. In this way, the inquiry is answered.

[0098] Specifically, when the processing unit 111 receives the inquiry message Q11 via the input / output unit 112, it determines that the sender of the inquiry message Q11, i.e., the source of the inquiry, is the passenger terminal 120. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q11, using the first response data 11 stored in the first passenger recording unit 113a. Here, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the first response data 11 does not contain a message (or category) corresponding to the inquiry, the processing unit 111 determines that it is unable to respond to the inquiry. In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then identifies the next aircraft on which the passenger will board from the destination of aircraft 1, based on information about the boarding pass of the passenger who is the user of the passenger terminal 120, which is shown in the aircraft-related information 210. However, because the processing unit 111 cannot identify the terminal number and gate number from which the next aircraft will take off, it requests response assistance from the crew terminal 130. For example, the processing unit 111 notifies the crew terminal 130 of the identified flight number of the next aircraft along with the inquiry message Q11, and prompts the crew of the crew terminal 130 to input the terminal number and gate number from which the aircraft will take off.

[0099] Alternatively, the processing unit 111 refers to the first response data 11 and extracts "Confirm connection information" as a category for the inquiry. Then, when "Ask crew member" is associated with that category in the first response data 11, the processing unit 111 determines that the inquiry cannot be answered. Then, the processing unit 111 requests answering support from the crew terminal 130 as described above.

[0100] When the crew terminal 130 receives a terminal number and a gate number in response to an input operation by the crew, the crew terminal 130 transmits response support information indicating the terminal number and the gate number to the server device 110. When the processing unit 111 of the server device 110 acquires the response support information from the crew terminal 130 via the input / output unit 112, the processing unit 111 reads, for example, a map of the destination airport from the service data 13 on the first recording medium 113. The processing unit 111 then generates a map indicating the location of the connecting flight by marking the terminal number and gate number on the map, and further generates the message "Terminal 1, Gate 15." As a result, the processing unit 111 generates response information A11 including the message "Terminal 1, Gate 15" and a map indicating the location of the connecting flight.

[0101] On the other hand, if the crew terminal 130 does not accept the crew's input operation, i.e., the terminal number and gate number, it notifies the server device 110 that response support is not possible. When the processing unit 111 of the server device 110 receives the notification that response support is not possible from the crew terminal 130 via the input / output unit 112, it further requests response support from the external management system 300. For example, the processing unit 111 notifies the external management system 300 of the identified flight number of the next aircraft along with the inquiry message Q11, and prompts the external management system 300 to transmit response support information indicating the terminal number and gate number from which the aircraft will take off.

[0102] The external management system 300 searches for the terminal number and gate number and transmits response support information indicating the terminal number and gate number to the server device 110. Instead of performing a search, the external management system 300 may accept the terminal number and gate number in response to an input operation by an operator. Upon acquiring the response support information from the external management system 300 via the input / output unit 112, the processing unit 111 of the server device 110 reads, for example, a map of the destination airport from the service data 13 stored on the first recording medium 113, as described above. The processing unit 111 then generates a map indicating the location of the connecting flight by marking the terminal number and gate number on the map, and further generates the message "Gate 15, Terminal 1." As a result, the processing unit 111 generates response information A11 including the message "Gate 15, Terminal 1" and a map indicating the location of the connecting flight.

[0103] 15 is a diagram showing another example of an inquiry made using the passenger terminal 120 and a reply from the server device 110 that has received reply support. The inquiry and reply are displayed on the display of the passenger terminal 120, but in FIG. 15, the inquiry and reply are displayed in a position outside the display so that the contents of the inquiry and reply are shown large.

[0104] As shown in FIG. 15 , the passenger terminal 120 receives an inquiry message Q12 in response to an input operation by a passenger. The passenger terminal 120 then transmits the inquiry message Q12 to the server device 110, thereby making an inquiry about the inquiry message Q12 to the server device 110. For example, the inquiry message Q12 is a message such as "My flight is delayed, so please arrange a hotel for me." In response to the inquiry message Q12, the processing unit 111 of the server device 110 generates answer information A12 and transmits the answer information A12 to the passenger terminal 120, thereby displaying the answer information A12 on the display of the passenger terminal 120. For example, the answer information A12 includes the message "I have arranged a room at ABC Hotel." This completes the response to the inquiry.

[0105] Specifically, when the processing unit 111 receives the inquiry message Q12 via the input / output unit 112, it determines that the sender of the inquiry message Q12, i.e., the source of the inquiry, is the passenger terminal 120. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q12, using the first response data 11 stored in the first passenger recording unit 113a. Here, the processing unit 111 determines that it is not possible to respond to the inquiry. For example, if the first response data 11 does not contain a message (or category) corresponding to the inquiry, the processing unit 111 determines that it is not possible to respond to the inquiry. In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and refers to the flight information 212 included in the aircraft-related information 210 stored on the second recording medium 200. The processing unit 111 then determines the estimated arrival time of the aircraft 1 indicated in the flight information 212. However, since the processing unit 111 cannot arrange a hotel, it requests response support from the crew terminal 130. That is, the processing unit 111 notifies the crew terminal 130 of the expected arrival time along with the inquiry message Q12, and prompts the crew of the crew terminal 130 to make hotel arrangements according to the expected arrival time.

[0106] Alternatively, the processing unit 111 refers to the first answer data 11 and extracts "hotel arrangements" as the category for the inquiry. If "ask a crew member" for that category is indicated in the first answer data 11, the processing unit 111 determines that the inquiry cannot be answered. Then, the processing unit 111 requests answering assistance from the crew terminal 130 as described above.

[0107] For example, if the crew member is unable to make hotel arrangements, the crew member terminal 130 notifies the server device 110 that response support is unavailable in response to an input operation by the crew member. When the processing unit 111 of the server device 110 receives the notification that response support is unavailable from the crew member terminal 130 via the input / output unit 112, it further requests response support from the off-board management system 300. For example, the processing unit 111 notifies the off-board management system 300 of the estimated arrival time along with the inquiry message Q12, and prompts the off-board management system 300 to make hotel arrangements according to the estimated arrival time.

[0108] The off-board management system 300 searches for hotels available after the scheduled arrival time, makes a reservation, and transmits response support information indicating ABC Hotel as the hotel to the server device 110. Note that an operator of the off-board management system 300 may perform the search and reservation instead of the off-board management system 300. In this case, the off-board management system 300 transmits response support information indicating ABC Hotel as the hotel arranged by the operator to the server device 110. When the processing unit 111 of the server device 110 acquires the response support information from the off-board management system 300 via the input / output unit 112, it generates response information A12 including the message "ABC Hotel has been arranged" based on the response support information. Note that when the operator makes a reservation, chat communication may be conducted between the off-board management system 300 and the passenger terminal 120 or the crew terminal 130 via the server device 110.

[0109] 16 is a diagram showing another example of an inquiry made using the crew terminal 130 and a reply from the server device 110 that has received reply support. The inquiry and reply are displayed on the display of the crew terminal 130, but in FIG. 16, the inquiry and reply are displayed in a position outside the display so that the contents of the inquiry and reply are shown large.

[0110] As shown in FIG. 16 , the crew terminal 130 receives an inquiry message Q13 in response to an input operation by the first crew member. The crew terminal 130 then transmits the inquiry message Q13 to the server device 110, thereby making an inquiry about the inquiry message Q13 to the server device 110. For example, the inquiry message Q13 is the message "A passenger has a fever. Please tell me what to do." In response to the inquiry message Q13, the processing unit 111 of the server device 110 generates answer information A13 and transmits the answer information A11 to the crew terminal 130, thereby displaying the answer information A13 on the display of the crew terminal 130. For example, the answer information A13 includes the message "As a first aid measure...." In this way, the inquiry is answered.

[0111] Specifically, when the processing unit 111 receives the inquiry message Q13 via the input / output unit 112, it determines that the sender of the inquiry message Q13, i.e., the source of the inquiry, is the crew terminal 130. The processing unit 111 then determines whether or not it is possible to respond to the inquiry regarding the inquiry message Q13, using the second response data 12 in the second crew recording unit 113b. Here, the processing unit 111 determines that it is unable to respond to the inquiry. For example, if the second response data 12 does not contain a message (or category) corresponding to the inquiry, the processing unit 111 determines that it is unable to respond to the inquiry. In such a case, the processing unit 111 accesses the second recording medium 200 via the input / output unit 112 and references the aircraft-related information 210 stored on the second recording medium 200. However, even after referencing the aircraft-related information 210, the processing unit 111 is unable to respond to the inquiry, and therefore requests response assistance from the crew terminal 130 of the second crew member. The second crew member is a different crew member from the first crew member who is the user who made the inquiry, and the crew terminal 130 of the second crew member is a different terminal device from the user who made the inquiry. For example, the processing unit 111 notifies the crew terminal 130 of the second crew member of the inquiry message Q13 and prompts the second crew member to input a response to the inquiry regarding the inquiry message Q13.

[0112] Alternatively, the processing unit 111 refers to the second answering data 12 and extracts "treatment for sick passengers" as a category for the inquiry. If "ask another crew member" is associated with that category in the second answering data 12, the processing unit 111 determines that the inquiry cannot be answered. Then, the processing unit 111 requests answering support from the crew terminal 130 of the second crew member as described above.

[0113] As a result, the second crew member inputs the measures to be taken for the passenger with a fever into the crew terminal 130. As a result, the crew terminal 130 of the second crew member receives response support information indicating the measures to be taken in response to the input operation by the second crew member, and transmits the response support information to the server device 110. When the processing unit 111 of the server device 110 acquires the response support information from the crew terminal 130 of the second crew member via the input / output unit 112, it generates the message "As a first aid measure..." based on the response support information. As a result, the processing unit 111 generates answer information A13 including the message "As a first aid measure...". Note that the answer support information may be the same information as the answer information A13.

[0114] On the other hand, if the second crew member cannot input the above-mentioned response measures, i.e., if the crew terminal 130 of the second crew member does not accept the input operation by the second crew member, i.e., the response support information, the server device 110 is notified that response support is not possible. When the processing unit 111 of the server device 110 receives the notification that response support is not possible from the crew terminal 130 of the second crew member via the input / output unit 112, the processing unit 111 further requests response support from the external management system 300. For example, the processing unit 111 transmits an inquiry message Q13 to the external management system 300, prompting the external management system 300 to transmit response support information indicating response measures for the passenger with a fever.

[0115] The external management system 300 transmits the response support information to the server device 110. When the processing unit 111 of the server device 110 acquires the response support information from the crew terminal 130 via the input / output unit 112, it generates response information A13 including the response measure indicated by the response support information, i.e., the message "As a first aid measure...".

[0116] As described above, in this embodiment, when the processing unit 111 receives an inquiry from an inquiry source that is one of the multiple terminal devices, the processing unit 111 accesses the resource by requesting response assistance from the crew terminal 130, which is a terminal device different from the inquiry source and used by the crew of the aircraft 1. The processing unit 111 then generates response information using information from the crew terminal 130, which is treated as a resource. As a result, if the server device 110 is unable to answer the inquiry using the data on the first recording medium 113, the processing unit 111 requests response assistance from the crew terminal 130. Therefore, for example, the response information can be generated using information received by the crew terminal 130 through input operations by the crew. In other words, the response information can be generated using the crew's knowledge. As a result, the likelihood of obtaining an appropriate response to an inquiry that corresponds to any situation on the aircraft 1 can be further increased.

[0117] Furthermore, in this embodiment, the processing unit 111 accesses resources by requesting response assistance from the external management system 300 located outside the aircraft 1. The processing unit 111 then generates response information using information from the external management system 300, which is treated as a resource. As a result, if the server device 110 is unable to provide an answer to an inquiry using the data on the first recording medium 113, the processing unit 111 requests response assistance from the external management system 300. Therefore, the response information can be generated using, for example, information accepted by the external management system 300 through an input operation by an operator, or a search function of the external management system 300. As a result, the likelihood of obtaining an appropriate response to an inquiry tailored to any situation on the aircraft 1 can be further increased.

[0118] Furthermore, in this embodiment, more specifically, when the processing unit 111 receives an inquiry from an inquiry source that is one terminal device among the plurality of terminal devices, the processing unit 111 requests response assistance from a crew terminal 130 that is different from the inquiry source and is used by a crew member of the aircraft 1. If response assistance cannot be received from the crew terminal 130, the processing unit 111 requests response assistance from the external management system 300. As a result, if the processing unit 111 is unable to respond to the inquiry using the data on the first recording medium 113 included in the server device 110 and is unable to receive response assistance in response to the request for response assistance from the crew terminal 130, the processing unit 111 further requests response assistance from the external management system 300. As a result, response assistance is repeatedly performed, which can more effectively increase the possibility of receiving an appropriate response to an inquiry that is suited to any situation on the aircraft 1.

[0119] [Processing Flow] FIG. 17 is a sequence diagram showing an example of the processing operation of the information processing system 100 until a response to an inquiry from the passenger terminal 120 is obtained.

[0120] First, the passenger terminal 120 makes an inquiry to the server device 110 in response to an input operation by a passenger (step S1). That is, an inquiry message is transmitted from the passenger terminal 120 to the server device 110. Upon receiving the inquiry, the server device 110 determines that the inquiry originates from the passenger terminal 120 (step S2). The server device 110 then determines that the server device 110 alone cannot provide an answer by referencing the first answer data 11 in the first recording unit 113a corresponding to the inquiry origin (step S3). For example, the processing unit 111 may determine that an answer is not possible if the first answer data 11 in the first recording medium 113 does not contain answer information to the inquiry itself, or may determine that an answer is possible if the answer information is present. Therefore, the server device 110 accesses the second recording medium 200 (step S4) and acquires all or part of the aircraft-related information 210 stored in the second recording medium 200 (step S5).

[0121] Next, the server device 110 determines that it is possible to respond to the inquiry using all or part of the aircraft-related information 210 acquired in step S5 (step S6). As a result, the server device 110 generates answer information indicating an answer to the inquiry using all or part of the aircraft-related information 210, and transmits the answer information to the passenger terminal 120 that made the inquiry (step S7). As a result, the passenger terminal 120 acquires the answer information and displays content such as a message or image indicated by the answer information (step S8). In other words, the inquiry of step S1 is answered.

[0122] Furthermore, when the server device 110 determines that the information sharing of the inquiry and the answer is necessary (step S9), it transmits question-and-answer result information including the inquiry message and the answer information to one or more crew terminals 130 (step S10). Upon receiving the question-and-answer result information, the one or more crew terminals 130 display content such as a message indicated by the question-and-answer result information (step S11). Thus, in the present embodiment, when the inquiry originates from a passenger terminal 120, the processing unit 111 also transmits the generated answer information to the crew terminal 130, including the question-and-answer result information. This allows the answer information to be shared between the passenger terminal 120 and the crew terminal 130. Therefore, the crew can learn the answers to passenger inquiries via the crew terminal 130, thereby improving the efficiency of operations on board the aircraft 1.

[0123] FIG. 18 is a sequence diagram showing another example of the processing operation of the information processing system 100 until a response to an inquiry from the passenger terminal 120 is obtained.

[0124] First, steps S1 to S5 of FIG. 17 are performed. However, in the example of FIG. 18, the server device 110 determines that it is unable to respond to the inquiry using all or part of the aircraft-related information 210 acquired in step S5 (step S6a). In this case, the server device 110 requests response support from one or more crew terminals 130 (step S21). Upon receiving the response support request, each of the one or more crew terminals 130 displays the inquiry message transmitted from the passenger terminal 120 in step S1 (step S22). As a result, each of the one or more crew terminals 130 prompts the crew of that crew terminal 130 to input response support information, which is information for supporting the response to the inquiry message. Note that the response support information may include a message, image, or the like used in the response, or may be the response itself or the response information. As a result, at least one of the one or more crew terminals 130 accepts the response support information in response to the input operation by the crew (step S23). Then, at least one crew terminal 130 transmits the received response support information to the server device 110 (step S24).

[0125] When the server device 110 acquires the response support information, it generates response information based on the response support information and transmits the response information to the passenger terminal 120 that originated the inquiry (step S25). The passenger terminal 120 then acquires the response information and displays the content, such as a message or image, indicated by the response information (step S8). In other words, a response is made to the inquiry of step S1. Furthermore, steps S9 to S11 are performed in the same manner as in the example shown in FIG. 17 .

[0126] FIG. 19 is a sequence diagram showing yet another example of the processing operation of the information processing system 100 until a response to an inquiry from the passenger terminal 120 is obtained.

[0127] First, steps S1 to S5, S6a, S21, and S22 of FIG. 18 are processed. However, in the example of FIG. 19, the crew cannot provide response support. That is, all crew terminals 130 that have received a response support request notify the server device 110 that they cannot provide response support, in response to the crew's input operation (step S23a). Note that the crew terminal 130 may notify the server device 110 that it cannot provide response support if it does not receive response support information within a predetermined period of time after receiving the response support request. In this case, the server device 110 requests response support from the external management system 300 (step S31). Upon receiving the response support request, the external management system 300 generates response support information and transmits it to the server device 110 (step S32).

[0128] When the server device 110 acquires the response support information, it generates response information based on the response support information and transmits the response information to the passenger terminal 120 that originated the inquiry (step S33). As a result, the passenger terminal 120 acquires the response information and displays the content, such as a message or image, indicated by the response information (step S8). In other words, a response to the inquiry of step S1 is made. Furthermore, the processes of steps S9 to S11 are performed as in the example shown in FIG.

[0129] FIG. 20 is a sequence diagram showing an example of the processing operation of the information processing system 100 until a response to an inquiry from the crew terminal 130 is obtained.

[0130] First, the first crew terminal 131, which is one of the multiple crew terminals 130, makes an inquiry to the server device 110 in response to an input operation by the first crew member (step S41). That is, an inquiry message is transmitted from the first crew terminal 131 to the server device 110. Upon receiving the inquiry, the server device 110 determines that the inquiry originates from the crew terminal 130 (step S42). Then, by referencing the first response data 11 in the first recording unit 113a corresponding to the inquiry origin, the server device 110 determines that it cannot provide an answer by itself (step S43). Therefore, the server device 110 accesses the second recording medium 200 (step S44) and acquires all or part of the aircraft-related information 210 stored in the second recording medium 200 (step S45).

[0131] Next, the server device 110 determines that it is possible to respond to the inquiry using all or part of the aircraft-related information 210 acquired in step S45 (step S46). As a result, the server device 110 generates answer information indicating an answer to the inquiry using all or part of the aircraft-related information 210, and transmits the answer information to the first crew terminal 131 that made the inquiry (step S47). As a result, the first crew terminal 131 acquires the answer information and displays content such as a message or image indicated by the answer information (step S48). In other words, the inquiry of step S41 is answered.

[0132] Furthermore, when the server device 110 determines that the information sharing of the inquiry and the answer is necessary (step S49), it transmits question-and-answer result information including the inquiry message and the answer information to one or more second crew terminals 132 (step S50). Note that the one or more second crew terminals 132 are one or more crew terminals 130 other than the first crew terminal 131 among the multiple crew terminals 130. Upon receiving the question-and-answer result information, the one or more second crew terminals 132 display content such as a message indicated by the question-and-answer result information (step S51).

[0133] FIG. 21 is a sequence diagram showing another example of the processing operation of the information processing system 100 until a response to an inquiry from the crew terminal 130 is obtained.

[0134] First, steps S41 to S45 of FIG. 20 are performed. However, in the example of FIG. 21, the server device 110 determines that it is unable to respond to the inquiry using all or part of the aircraft-related information 210 acquired in step S45 (step S46a). In this case, the server device 110 requests response support from one or more second crew terminals 132 (step S61). Upon receiving the response support request, each of the one or more second crew terminals 132 displays the inquiry message transmitted from the first crew terminal 131 in step S41 (step S62). As a result, each of the one or more second crew terminals 132 prompts the crew of that second crew terminal 132 to input response support information, which is information for supporting the response to the inquiry message. As a result, at least one of the one or more second crew terminals 132 accepts the response support information in response to the input operation by the second crew member (step S63). Then, at least one second crew terminal 132 transmits the received response support information to the server device 110 (step S64).

[0135] When the server device 110 acquires the response support information, it generates response information based on the response support information and transmits the response information to the first crew terminal 131 that originated the inquiry (step S65). The first crew terminal 131 then acquires the response information and displays the content, such as a message or image, indicated by the response information (step S48). In other words, a response is made to the inquiry of step S41. Furthermore, steps S49 to S51 are performed in the same manner as in the example shown in FIG. 20 .

[0136] FIG. 22 is a sequence diagram showing yet another example of the processing operation of the information processing system 100 until a response to an inquiry from the crew terminal 130 is obtained.

[0137] First, steps S41 to S45, S46a, S61, and S62 of FIG. 21 are performed. However, in the example of FIG. 21, the second crew member is unable to provide response support. That is, each of the second crew member terminals 132 that received the response support request notifies the server device 110 that it is unable to provide response support in response to the second crew member's input operation (step S63a). Note that the second crew member terminal 132 may notify the server device 110 that it is unable to provide response support if it does not receive response support information within a predetermined period of time after receiving the response support request. In this case, the server device 110 requests response support from the off-board management system 300 (step S71). Upon receiving the response support request, the off-board management system 300 generates response support information and transmits it to the server device 110 (step S72).

[0138] When the server device 110 acquires the response support information, it generates response information based on the response support information and transmits the response information to the first crew terminal 131 that originated the inquiry (step S73). The first crew terminal 131 then acquires the response information and displays the content, such as a message or image, indicated by the response information (step S48). In other words, a response is made to the inquiry of step S41. Furthermore, steps S49 to S51 are performed in the same manner as in the example shown in FIG. 20 .

[0139] FIG. 23 is a flowchart showing an example of the processing operation of the server device 110.

[0140] First, upon receiving an inquiry, the processing unit 111 of the server device 110 determines whether the inquiry originates from the passenger terminal 120 or the crew terminal 130 (step S101). In other words, the processing unit 111 determines whether the user who originated the inquiry is a passenger or a crew member. If the processing unit 111 determines that the inquiry originates from the passenger terminal 120 ("Passenger" in step S101), it uses the first response data 11 stored in the first recording unit 113a to determine whether it is possible to respond to the inquiry from the passenger terminal 120 (step S102a). If the processing unit 111 determines that it is possible to respond (Yes in step S102a), it generates response information using the first response data 11 (step S103a). The processing unit 111 then transmits the response information to the passenger terminal 120 that originated the inquiry, thereby displaying the response information on the display of the passenger terminal 120 (step S104a). This allows the processing unit 111 to respond to the inquiry from the passenger terminal 120.

[0141] Furthermore, when the processing unit 111 determines in step S101 that the inquiry originates from the crew terminal 130 ("Crew" in step S101), it uses the second response data 12 in the second recording unit 113b to determine whether it is possible to respond to the inquiry from the crew terminal 130 (step S102b). When the processing unit 111 determines that it is possible to respond (Yes in step S102b), it generates response information using the second response data 12 (step S103b). Then, the processing unit 111 transmits the response information to the crew terminal 130 that originated the inquiry, thereby displaying the response information on the display of the crew terminal 130 (step S104b). This allows the processing unit 111 to respond to the inquiry from the crew terminal 130.

[0142] On the other hand, if the processing unit 111 determines in each of steps S102a and S102b that it cannot respond to the inquiry (No in step S102a or No in step S102b), the processing unit 111 accesses the second recording medium 200 to acquire the aircraft-related information 210 (step S105). The processing unit 111 may acquire one or more pieces of information included in the aircraft-related information 210. The processing unit 111 then determines whether it is possible to respond using the acquired aircraft-related information 210 (step S106). If it determines that it is possible to respond to the inquiry from the passenger terminal 120 ("Able to respond to passengers" in step S106), the processing unit 111 executes the processes from step S103a. If it determines that it is possible to respond to the inquiry from the crew terminal 130 ("Able to respond to crew" in step S106), the processing unit 111 executes the processes from step S103b.

[0143] Furthermore, if the processing unit 111 determines that the inquiry cannot be answered using the aircraft-related information 210 (No in step S106), it requests answering support from one or more crew terminals 130 that are not the inquiry source (step S107). Then, the processing unit 111 determines whether or not answering support information has been acquired from at least one crew terminal 130 in response to the request (step S108). Here, if the processing unit 111 determines that answering support information has not been acquired from any crew terminal 130 (No in step S108), it requests answering support from the off-board management system 300 (step S109). As a result, the processing unit 111 acquires answering support information from the off-board management system 300 (step S110).

[0144] Next, when the processing unit 111 determines in step S108 that response support information has been acquired (Yes in step S108), or when the processing unit 111 acquires response support information in step S110, the processing unit 111 generates response information based on the response support information. The processing unit 111 then transmits the response information to the inquiry source, thereby displaying the response information on the display of the inquiry source (step S111). As a result, even if the server device 110 alone cannot respond to an inquiry from the inquiry source, the inquiry can be answered by using the aircraft-related information 210 or by acquiring the response support information.

[0145] The processing unit 111 then determines whether information sharing of the inquiries and responses is necessary (step S112). For example, the processing unit 111 may determine that information sharing is necessary for all inquiries and responses, or may determine that information sharing is necessary for a predetermined subset of inquiries and responses. Alternatively, the processing unit 111 may determine that information sharing of the inquiries and responses is necessary when response information is generated using the aircraft-related information 210 or response support information through the processing of steps S105 to S110. Here, if it determines that information sharing is necessary (Yes in step S112), the processing unit 111 transmits the above-mentioned question-and-answer result information to a crew terminal 130 different from the source of the inquiry. As a result, the content indicated by the question-and-answer result information is displayed on the display of the crew terminal 130 (step S113).

[0146] As described above, even if the server device 110 in this embodiment cannot answer an inquiry by itself, it answers the inquiry by using resources external to the server device 110. This increases the likelihood of obtaining an appropriate answer to an inquiry that corresponds to any situation of the aircraft 1. Furthermore, because requests for answering assistance are repeatedly made, the likelihood of obtaining an appropriate answer can be further increased.

[0147] While the server device 110 of the present disclosure has been described above based on the above embodiment, the present disclosure is not limited to the embodiment. As long as it does not deviate from the spirit of the present disclosure, various modifications conceivable by those skilled in the art to the above embodiment may also be included in the present disclosure.

[0148] In the above embodiments, each component may be configured with dedicated hardware, or may be realized by executing a software program suitable for each component. Each component may be realized by a program execution unit such as a CPU or processor reading and executing a software program recorded on a recording medium such as a hard disk or semiconductor memory. Here, the software realizing the server device 110 in each of the above embodiments is a computer program that causes a computer to execute each step of the flowchart shown in FIG. 23.

[0149] The following cases are also included in this disclosure:

[0150] (1) The at least one device is specifically a computer system comprising a microprocessor, ROM, RAM, hard disk unit, display unit, keyboard, mouse, etc. A computer program is stored in the RAM or hard disk unit. The at least one device achieves its function when the microprocessor operates in accordance with the computer program. Here, the computer program is composed of a combination of multiple instruction codes that indicate commands for the computer to achieve a predetermined function.

[0151] (2) Some or all of the components constituting at least one of the above devices may be configured as a single system LSI (Large Scale Integration). A system LSI is an ultra-multifunctional LSI manufactured by integrating multiple components on a single chip, and specifically, is a computer system configured to include a microprocessor, ROM, RAM, etc. A computer program is stored in the RAM. The system LSI achieves its functions by the microprocessor operating in accordance with the computer program.

[0152] (3) Some or all of the components constituting at least one of the above devices may be configured as an IC card or a standalone module that can be attached to or detached from the device. The IC card or module is a computer system configured with a microprocessor, ROM, RAM, etc. The IC card or module may include the above-mentioned ultra-multifunctional LSI. The IC card or module achieves its functions when the microprocessor operates in accordance with a computer program. This IC card or module may be tamper-resistant.

[0153] (4) The present disclosure may be embodied as the methods described above, a computer program that implements these methods on a computer, or a digital signal that includes the computer program.

[0154] The present disclosure may also be a computer program or a digital signal recorded on a computer-readable recording medium, such as a flexible disk, a hard disk, a CD (Compact Disc)-ROM, a DVD, a DVD-ROM, a DVD-RAM, a BD (Blu-ray (registered trademark) Disc), a semiconductor memory, etc. Alternatively, the present disclosure may be a digital signal recorded on such a recording medium.

[0155] The present disclosure may also be applied to transmitting a computer program or digital signal via a telecommunications line, a wireless or wired communication line, a network such as the Internet, data broadcasting, or the like.

[0156] Furthermore, the program or digital signal may be recorded on a recording medium and transferred, or the program or digital signal may be transferred via a network or the like, so that the program or digital signal may be implemented by another independent computer system.

[0157] The server device of the present disclosure can be applied to, for example, an in-flight entertainment system (IFE) system installed on an aircraft.

[0158] REFERENCE SIGNS LIST 1 Aircraft 2 Seat 11 First response data 12 Second response data 13 Service data 100 Information processing system 110 Server device 111 Processing unit 112 Input / output unit 113 First recording medium 113a First recording unit 113b Second recording unit 113c Third recording unit 120 Passenger terminal (terminal device) 130 Crew terminal (terminal device) 131 First crew terminal (terminal device) 132 Second crew terminal (terminal device) 200 Second recording medium 210 Aircraft-related information 211 Aircraft information 212 Operation information 213 Inventory information 214 Lighting information 215 Time information 300 External management system

Claims

1. A server device on an aircraft comprising: a processor; and a non-transitory first recording medium storing data, wherein the processor receives an inquiry from a terminal device on the aircraft; and uses the data recorded on the first recording medium to determine whether or not it is possible to answer the inquiry; and if it determines that it is not possible to answer, the server device accesses resources external to the server device, generates answer information using the resources, and sends the answer to the terminal device, thereby providing the answer.

2. The server device according to claim 1, wherein a plurality of terminal devices are used as the terminal devices on board the aircraft, and the processor, when receiving the inquiry from an inquiry source that is one of the plurality of terminal devices, further determines whether the inquiry source is a passenger terminal or a crew terminal, the passenger terminal being a terminal device among the plurality of terminal devices used by passengers of the aircraft, and the crew terminal being a terminal device among the plurality of terminal devices used by crew of the aircraft, and the processor, in determining whether or not the response is possible, determines whether or not an answer appropriate to the passenger corresponding to the passenger terminal is possible if the inquiry source is the passenger terminal, and determines whether or not an answer appropriate to the crew corresponding to the crew terminal is possible if the inquiry source is the crew terminal.

3. The server device according to claim 2, wherein the first recording medium stores first answer data for answering inquiries from the passenger terminal and second answer data for answering inquiries from the crew terminal, and the processor, in determining whether the answer is possible, determines whether the answer is possible by referring to the first answer data as the data if the inquiry originates from the passenger terminal, and determines whether the answer is possible by referring to the second answer data as the data if the inquiry originates from the crew terminal.

4. A server device as described in claim 1, wherein the processor, in accessing the resource, accesses a second recording medium which is outside the server device and located within the aircraft and which stores information about the aircraft as aircraft-related information, and in generating the answer information, generates the answer information using the aircraft-related information stored on the second recording medium.

5. The server device of claim 4, wherein the aircraft-related information includes at least one of the following: aircraft information indicating the status of the aircraft; operation information indicating the operation plan and operation status of the aircraft; inventory information indicating the number or amount of items loaded on the aircraft; lighting information indicating the lighting settings and status of the aircraft; and time information indicating the time schedule on board the aircraft.

6. The server device of claim 1, wherein a plurality of terminal devices are used as the terminal devices on board the aircraft, and when the processor receives an inquiry from an inquiry source which is one of the plurality of terminal devices, the processor accesses the resource by requesting assistance with the response from a crew terminal which is one of the plurality of terminal devices and is a terminal device used by a crew member of the aircraft, and generates the response information using information from the crew terminal which is treated as the resource.

7. A server device as described in claim 1, wherein the processor, in accessing the resource, accesses the resource by requesting assistance with the response from an off-aircraft management system located outside the aircraft, and, in generating the response information, generates the response information using information from the off-aircraft management system which is treated as the resource.

8. The server device according to claim 7, wherein a plurality of terminal devices are used as the terminal devices on board the aircraft, and the processor, when accessing the resources, requests the response assistance from the off-aircraft management system when the processor receives the query from an inquiry source which is one of the plurality of terminal devices, and requests the response assistance from a crew terminal which is a terminal device among the plurality of terminal devices that is different from the inquiry source and is used by a crew member of the aircraft, and if the processor is unable to receive the response assistance from the crew terminal.

9. The server device according to claim 2, wherein the processor further transmits the generated response information to the crew terminal when the inquiry source is the passenger terminal.

10. The server device according to claim 2, wherein the processor, in determining the source of the inquiry, identifies an attribute of the inquiry source and determines whether the inquiry source is the passenger terminal or the crew terminal based on the identified attribute.

11. The server device of claim 2, wherein, in generating the response information, the processor identifies attributes of the passenger corresponding to the source of the inquiry if the source of the inquiry is the passenger terminal, and generates the response information according to the identified attributes.

12. The server device according to claim 11, wherein the attribute is at least one of a class of seat, a seat number, and a seat area in which the passenger sits.

13. An information processing method performed by a server device on an aircraft, comprising: receiving an inquiry from a terminal device on the aircraft; using data recorded on a first recording medium, determining whether or not it is possible to reply to the inquiry; and, if it is determined that the reply is not possible, accessing resources external to the server device, generating reply information using the resources, and transmitting the reply information to the terminal device, thereby providing the reply.

14. A program for a server device on an aircraft, the program causing a computer of the server device to execute the following: receive an inquiry from a terminal device on the aircraft; use data recorded on a first recording medium to determine whether or not it is possible to reply to the inquiry; and if it is determined that the reply is not possible, access resources external to the server device, generate reply information using the resources, and send the reply information to the terminal device, thereby making the reply.

Images