Reception system, information processing device, information processing method, and recording medium

Abstract

The present invention reduces personnel costs for assisting a person who uses a reception machine. In the present invention, an acquisition unit acquires information indicating an operation performed on the reception machine by the person, a determination unit determines, on the basis of the acquired information, whether the person is having trouble operating the reception machine; and an invocation unit invokes an operation assistance function for assisting the person when it is determined that the person is having trouble operating the reception machine.

Description

Reception system, information processing device, information processing method, and recording medium

[0001] The present disclosure relates to a reception system, an information processing device, an information processing method, and a recording medium, and more particularly to a reception system, an information processing device, an information processing method, and a recording medium that accept check-in procedures at an airport or the like.

[0002] Related technologies provide services to simplify and make convenient the entry and exit procedures (e.g., immigration and customs procedures) of travelers (referred to as passengers). To provide services to passengers, freestanding information terminals are used as self-service check-in machines.

[0003] For example, an example of such an information terminal is disclosed in Patent Document 1. Specifically, the information terminal described in Patent Document 1 is equipped with a user interface that displays an operation menu and the like, and an audio output, and guides the user through the operation of the information terminal using video and audio of a concierge.

[0004] Japanese Patent Application Laid-Open No. 2023-87356

[0005] At airports, etc., staff and personnel are required to stand by near the automatic check-in terminals (reception machines) to assist passengers who are unfamiliar with using the terminals or who have special circumstances, which requires a lot of personnel costs.

[0006] The present disclosure has been made in view of the above-mentioned problems, and its purpose is to reduce the personnel costs required to support people who use reception machines.

[0007] A reception system according to one aspect of the present disclosure comprises a reception machine that accepts input from a person, an operation assistance device having an operation assistance function that assists the person in operating the reception machine, and an information processing device, wherein the information processing device acquires information indicating operations performed by the person on the reception machine, determines based on the acquired information that the person is having difficulty operating the reception machine, and when it is determined that the person is having difficulty operating the reception machine, calls the operation assistance function of the operation assistance device.

[0008] An information processing device according to one aspect of the present disclosure includes an acquisition means for acquiring information indicating operations performed by a person on a reception machine, a determination means for determining, based on the acquired information, whether the person is having difficulty operating the reception machine, and a call means for calling an operation assistance function to assist the person when it is determined that the person is having difficulty operating the reception machine.

[0009] In an information processing method according to one aspect of the present disclosure, a computer acquires information indicating operations performed by a person on a reception machine, determines based on the acquired information that the person is having difficulty operating the reception machine, and when it determines that the person is having difficulty operating the reception machine, invokes an operation assistance function to assist the person.

[0010] A recording medium according to one aspect of the present disclosure stores a program for a computer to perform the following processes: acquire information indicating operations performed by a person on a reception machine; determine, based on the acquired information, whether the person is having difficulty operating the reception machine; and, when it is determined that the person is having difficulty operating the reception machine, call an operation assistance function to assist the person.

[0011] According to one aspect of the present disclosure, it is possible to reduce the personnel costs for supporting people who use reception machines.

[0012] FIG. 1 is a diagram conceptually illustrating an example of a reception system according to an embodiment. FIG. 2 is a sequence diagram illustrating the flow of operation of each unit of a reception system according to an embodiment. FIG. 3 is a block diagram illustrating the configuration of an information processing device according to an embodiment. FIG. 4 is a flowchart illustrating the flow of processing executed by an information processing device according to an embodiment. FIG. 4 is a block diagram illustrating the configuration of an information processing device according to an embodiment. FIG. 5 is a flowchart illustrating the flow of processing executed by an information processing device according to an embodiment. FIG. 5 is a sequence diagram illustrating the flow of operation of each unit of a reception system according to an embodiment. FIG. 6 is a block diagram illustrating the configuration of an information processing device according to an embodiment. FIG. 7 is a flowchart illustrating the flow of processing executed by an information processing device according to an embodiment. FIG. 7 is a diagram illustrating an example of the hardware configuration of an information processing device according to an embodiment.

[0013] Embodiments of the present disclosure will be described with reference to the drawings.

[0014] First Embodiment A first embodiment of the present disclosure will be described with reference to FIGS. 1 and 2. FIG.

[0015] (Reception System 1) FIG. 1 is a diagram illustrating the configuration and operation of a reception system 1 according to the first embodiment.

[0016] 1, the reception system 1 includes an information processing device 10 (20, 30), an operation assistance device 200, and an automatic check-in terminal 300 (an example of a reception machine). Here, the "information processing device 10 (20, 30)" means "any of the information processing devices 10, 20, 30" according to the second to fourth embodiments described below. The information processing device 10 (20, 30) may be part of the automatic check-in terminal 300.

[0017] The information processing device 10 (20, 30), the operation assistance device 200, and the automatic check-in terminal 300 can communicate with each other via a communication network (not shown) (e.g., a local area network (LAN), a wide area network (WAN), or the Internet). Cameras (not shown) installed on-site at an airport or the like are also communicatively connected to the communication network.

[0018] In the following, an example will be described in which the person using the automatic check-in terminal 300 is a passenger.

[0019] The staff member's terminal 100 is used for communication between the staff member and passengers using the automatic check-in terminal 300. The staff member's terminal 100 communicates with the automatic check-in terminal 300 via a communication network. The staff member's terminal 100 may have a function to display images captured by a camera (not shown) provided in the automatic check-in terminal 300 in real time.

[0020] The operation assistance device 200 has an operation assistance function that assists passengers in operating the automatic check-in terminal 300 .

[0021] The operation assistance device 200 stores images captured by cameras (not shown) installed in a facility such as an airport. The images stored in the operation assistance device 200 include images captured by photographing passengers in the facility. For example, the operation assistance device 200 stores images captured by a surveillance camera (not shown) of passengers using the automatic check-in terminal 300.

[0022] The automatic check-in terminal 300 is used by passengers when they check in (check-in procedures). The passenger has the automatic check-in terminal 300 read their passport and inputs their identification information.

[0023] The passenger identification information is, for example, a facial image of the passenger taken by the automatic check-in terminal 300. In another example, the passenger identification information is passport information extracted from the passenger's passport by the automatic check-in terminal 300.

[0024] In yet another example, the passenger identification information is a two-dimensional code scanned from the display screen of the passenger's terminal (e.g., a smartphone) by the automatic check-in terminal 300. In this case, the two-dimensional code is linked to information about the passenger (e.g., the passenger's passport information and facial image) that is registered in advance in the reception system 1.

[0025] In this example, the passenger uses application software installed on the passenger's terminal to obtain the two-dimensional code issued by the reception system 1 and displays it on the display screen of the passenger's terminal.

[0026] When the automatic check-in terminal 300 reads the two-dimensional code displayed on the display screen of the passenger's terminal (e.g., a smartphone), it transmits the read two-dimensional code to the information processing device 10 (20, 30) as the passenger's identification information.

[0027] The information processing device 10 (20, 30) acquires information indicating the operation performed by the passenger on the automatic check-in terminal 300.

[0028] Here, "operation" refers to, for example, a touch operation (on a touch panel), an input operation (on a physical button or keyboard, etc.), an operation of having the automatic check-in terminal 300 read the passenger's passport information or boarding pass, or an operation of having a camera photograph the passenger's face.

[0029] The information processing device 10 (20, 30) determines, based on the acquired information, that the passenger is having difficulty operating the automatic check-in terminal 300.

[0030] In one example, if a passenger does not input anything into the automatic check-in terminal 300 for a first period of time after starting to operate the automatic check-in terminal 300, the information processing device 10 (20, 30) determines that the passenger is having difficulty operating the automatic check-in terminal 300.

[0031] In another example, if a second time has elapsed since the passenger started operating the automatic check-in terminal 300, the information processing device 10 (20, 30) determines that the passenger is having difficulty operating the automatic check-in terminal 300.

[0032] In yet another example, if information obtained from the automatic check-in terminal 300 indicates that the passenger is repeatedly performing the same operation on the automatic check-in terminal 300, the information processing device 10 (20, 30) determines that the passenger is having difficulty operating the automatic check-in terminal 300.

[0033] When it is determined that the passenger is having difficulty operating the automatic check-in terminal 300, the information processing device 10 (20, 30) calls an operation assistance function to assist the passenger. The operation assistance function is a computer program for assisting the passenger in operating the automatic check-in terminal 300, using the user interface of the automatic check-in terminal 300.

[0034] For example, the navigation assistance function may assist the passenger by presenting audio, text, illustrations, and / or diagrams.

[0035] In the first embodiment, the operation assistance function of the operation assistance device 200 is called by the information processing device 10 (20, 30).

[0036] (Operation of Reception System 1) The operation of the reception system 1 according to the first embodiment will be described with reference to Fig. 2. Fig. 2 is a flowchart showing the flow of processes executed by the information processing device 10 (20, 30), the operation assistance device 200, and the automatic check-in terminal 300, which are components of the reception system 1.

[0037] 2, the automatic check-in terminal 300 accepts an operation from a passenger (S3011). The automatic check-in terminal 300 transmits information indicating the operation performed by the passenger to the information processing device 10 (20, 30) (S3012).

[0038] The information processing device 10 (20, 30) acquires information indicating the operation performed by the passenger on the automatic check-in terminal 300 (S1011).

[0039] The information processing device 10 (20, 30) determines whether the passenger is having difficulty operating the automatic check-in terminal 300 based on the information acquired from the automatic check-in terminal 300 (S1012).

[0040] If it is determined that the passenger is having difficulty operating the automatic check-in terminal 300 (Yes in S1012), the information processing device 10 (20, 30) calls the operation assistance function of the operation assistance device 200 (S1013).

[0041] The operation assistance device 200 receives a call from the information processing device 10 (20, 30) (S2011). The operation assistance device 200 activates the operation assistance function and communicates with the automatic check-in terminal 300 (S2012).

[0042] The operation assistance device 200 communicates with the automatic check-in terminal 300, and the passenger operates the automatic check-in terminal 300 while receiving assistance from the operation assistance function of the operation assistance device 200 (S2012, S3013).

[0043] This completes the operation of the reception system 1 according to the first embodiment.

[0044] (Effects of this embodiment) According to the configuration of this embodiment, the automatic check-in terminal 300 (reception machine) accepts input from a passenger (person). The operation assistance device 200 has an operation assistance function that assists the passenger (person) in operating the automatic check-in terminal 300 (reception machine).

[0045] The information processing device 10 (20, 30) acquires information indicating operations performed by a passenger (person) on the automatic check-in terminal 300 (reception machine).

[0046] The information processing device 10 (20, 30) determines, based on information acquired from the automatic check-in terminal 300 (reception machine), that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine).

[0047] When the information processing device 10 (20, 30) determines that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine), it calls the operation support function of the information processing device 10 (20, 30).

[0048] The operation assistance function assists passengers (people) in operating the automatic check-in terminal 300 (reception machine). This allows the passengers (people) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). This reduces the personnel costs required to assist passengers (people) who use the automatic check-in terminal 300 (reception machine).

[0049] Second Embodiment A second embodiment of the present disclosure will be described with reference to Figures 3 and 4. In the second embodiment, an example of the configuration and operation of the information processing device 10 described in the first embodiment will be described.

[0050] (Configuration of Information Processing Device 10) Fig. 3 is a block diagram showing the configuration of the information processing device 10 according to embodiment 2. As shown in Fig. 3, the information processing device 10 includes an acquisition unit 11, a determination unit 12, and a call unit 13.

[0051] The acquisition unit 11 acquires information indicating operations performed by a passenger (person) on the automatic check-in terminal 300 (reception machine). The acquisition unit 11 is an example of an acquisition means.

[0052] For example, the acquisition unit 11 acquires information including the content of input by the passenger to the automatic check-in terminal 300 .

[0053] In another example, the acquisition unit 11 acquires information including data on the passenger's passport or boarding pass read by the automatic check-in terminal 300 .

[0054] In yet another example, the acquisition unit 11 acquires information including a facial image of the passenger captured by the automatic check-in terminal 300.

[0055] The acquisition unit 11 outputs the information acquired from the automatic check-in terminal 300 to the determination unit 12 .

[0056] The determination unit 12 determines that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine) based on the information acquired by the acquisition unit 11. The determination unit 12 is an example of a determination means.

[0057] The determination unit 12 receives the information obtained by the acquisition unit 11 from the automatic check-in terminal 300. The determination unit 12 determines, based on the information obtained from the automatic check-in terminal 300, whether the passenger is having difficulty operating the automatic check-in terminal 300.

[0058] For example, if nothing is input into the automatic check-in terminal 300 for a first period of time after the passenger starts operating the automatic check-in terminal 300, the judgment unit 12 judges that the passenger is having difficulty operating the automatic check-in terminal 300.

[0059] In another example, if a second time period has elapsed since the passenger started operating the automatic check-in terminal 300, the judgment unit 12 judges that the passenger is having difficulty operating the automatic check-in terminal 300.

[0060] In yet another example, if information obtained from the automatic check-in terminal 300 indicates that the passenger is repeatedly performing the same operation on the automatic check-in terminal 300, the judgment unit 12 judges that the passenger is having difficulty operating the automatic check-in terminal 300.

[0061] The determination unit 12 outputs the determination result as to whether or not the passenger is having difficulty operating the automatic check-in terminal 300 to the calling unit 13.

[0062] The calling unit 13 calls an operation assistance function that assists the passenger (person) when it is determined that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine). The calling unit 13 is an example of a calling means.

[0063] The calling unit 13 receives from the determining unit 12 the determination result as to whether or not the passenger is having difficulty operating the automatic check-in terminal 300 .

[0064] For example, when it is determined that the passenger is having difficulty operating the automatic check-in terminal 300 (reception machine), the calling unit 13 turns on a warning light on the automatic check-in terminal 300 (reception machine).

[0065] In another example, the calling unit 13 transmits information acquired from the automatic check-in terminal 300 (reception machine) to the terminal 100 (FIG. 1) of the person in charge of the automatic check-in terminal 300 (reception machine).

[0066] (Operation of Information Processing Apparatus 10) The operation of the information processing apparatus 10 according to the second embodiment will be described with reference to Fig. 4. Fig. 4 is a flowchart showing the operation of the information processing apparatus 10.

[0067] 4, first, the acquisition unit 11 acquires information indicating operations performed by the passenger on the automatic check-in terminal 300 (FIG. 1) (S101). The acquisition unit 11 outputs the information acquired from the automatic check-in terminal 300 to the determination unit 12.

[0068] Next, the determination unit 12 determines, based on the information acquired by the acquisition unit 11, that the passenger is having difficulty operating the automatic check-in terminal 300 (S102). The determination unit 12 outputs a determination result indicating whether or not the passenger is having difficulty operating the automatic check-in terminal 300 to the calling unit 13. Here, it is assumed that it is determined that the passenger is having difficulty operating the automatic check-in terminal 300.

[0069] Next, the calling unit 13 calls an operation assistance function that assists the passenger (S103). For example, the calling unit 13 calls the operation assistance function of the operation assistance device 200.

[0070] The operation assistance function outputs information to assist the passenger to the automatic check-in terminal 300. For example, the operation assistance function assists the passenger by presenting voice, text, illustrations, and / or diagrams.

[0071] This completes the operation of the information processing device 10 according to the second embodiment.

[0072] (Effects of this embodiment) According to the configuration of this embodiment, the acquisition unit 11 acquires information indicating operations performed by a passenger (person) on the automatic check-in terminal 300 (reception machine). The determination unit 12 determines, based on the acquired information, that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine). When it is determined that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine), the calling unit 13 calls an operation assistance function to assist the passenger (person).

[0073] The operation assistance function assists passengers (people) in operating the automatic check-in terminal 300 (reception machine). This allows the passengers (people) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). This reduces the personnel costs required to assist passengers (people) who use the automatic check-in terminal 300 (reception machine).

[0074] 5 and 6, a third embodiment will be described. In the third embodiment, a configuration will be described in which information acquired from an automatic check-in terminal 300 (reception machine) is linked to identification information of a passenger (person) and temporarily recorded.

[0075] In the third embodiment, the same components as those in the second embodiment are denoted by the same reference numerals as those in the second embodiment, and the description thereof will be omitted.

[0076] (Configuration of information processing device 20) Fig. 5 is a block diagram showing the configuration of the information processing device 20 according to embodiment 3. As shown in Fig. 5, the information processing device 20 includes an acquisition unit 11, a determination unit 12, and a calling unit 13. Furthermore, the information processing device 20 includes a recording unit 24.

[0077] The recording unit 24 temporarily records the information acquired from the automatic check-in terminal 300 (reception machine) in association with the identification information of the passenger (person). The recording unit 24 is an example of a recording means.

[0078] For example, the acquisition unit 11 further acquires passenger identification information from the automatic check-in terminal 300. For example, the passenger identification information is any one of a facial image, a fingerprint image, and passport data of the passenger.

[0079] The passenger has his / her passport read by the automatic check-in terminal 300 and inputs the passenger's identification information. The acquisition unit 11 acquires the passenger's identification information input to the automatic check-in terminal 300 from the automatic check-in terminal 300 at this time.

[0080] Alternatively, the automatic check-in terminal 300 reads a two-dimensional code displayed on the display screen of the passenger's terminal (e.g., a smartphone). The acquisition unit 11 acquires the two-dimensional code read by the automatic check-in terminal 300 from the automatic check-in terminal 300 as the passenger's identification information.

[0081] The acquisition unit 11 outputs the information acquired from the automatic check-in terminal 300 to the recording unit 24 together with the passenger's identification information.

[0082] The recording unit 24 receives the information acquired by the acquisition unit 11 from the automatic check-in terminal 300. Furthermore, the recording unit 24 receives the passenger's identification information from the acquisition unit 11. Then, the recording unit 24 associates the information acquired from the automatic check-in terminal 300 with the passenger's identification information and temporarily records the information in a storage device (not shown).

[0083] Thereafter, when the second identification information input to the automatic check-in terminal 300 is successfully matched with the temporarily recorded passenger identification information, the recording unit 24 reads out the information that was temporarily recorded in association with the passenger identification information from a storage device (not shown).The recording unit 24 then outputs the information read out from the storage device to the automatic check-in terminal 300.

[0084] (Operation of Information Processing Device 20) The operation of the information processing device 20 according to the third embodiment will be described with reference to Fig. 6. Fig. 6 is a flowchart showing the operation of the information processing device 20.

[0085] 6, first, the acquisition unit 11 acquires information indicating operations performed by the passenger on the automatic check-in terminal 300 (FIG. 1) (S101). The acquisition unit 11 outputs the information acquired from the automatic check-in terminal 300 to the determination unit 12.

[0086] Next, the determination unit 12 determines, based on the information acquired by the acquisition unit 11, that the passenger is having difficulty operating the automatic check-in terminal 300 (S102). The determination unit 12 outputs a determination result indicating whether or not the passenger is having difficulty operating the automatic check-in terminal 300 to the calling unit 13. Here, it is assumed that it is determined that the passenger is having difficulty operating the automatic check-in terminal 300.

[0087] Next, the calling unit 13 calls an operation assistance function that assists the passenger (S103). For example, the calling unit 13 calls the operation assistance function of the operation assistance device 200.

[0088] The operation assistance function outputs information to assist the passenger to the automatic check-in terminal 300. For example, the operation assistance function assists the passenger by presenting voice, text, illustrations, and / or diagrams.

[0089] Furthermore, the acquisition unit 11 further acquires the passenger's identification information from the automatic check-in terminal 300 (S204). The acquisition unit 11 outputs the information acquired from the automatic check-in terminal 300 to the recording unit 24 together with the passenger's identification information.

[0090] The recording unit 24 associates the information acquired from the automatic check-in terminal 300 with the passenger's identification information and temporarily records it in a storage device (not shown) (S205).

[0091] This completes the operation of the information processing device 20 according to the third embodiment.

[0092] (Effects of this embodiment) According to the configuration of this embodiment, the acquisition unit 11 acquires information indicating operations performed by a passenger (person) on the automatic check-in terminal 300 (reception machine). The determination unit 12 determines, based on the acquired information, that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine). When it is determined that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine), the calling unit 13 calls an operation assistance function to assist the passenger (person).

[0093] The operation assistance function assists passengers (people) in operating the automatic check-in terminal 300 (reception machine). This allows the passengers (people) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). This reduces the personnel costs required to assist passengers (people) who use the automatic check-in terminal 300 (reception machine).

[0094] Furthermore, according to the configuration of this embodiment, the acquisition unit 11 (the acquisition means) further acquires identification information of the passenger (person). The recording unit 24 links the information acquired from the automatic check-in terminal 300 (reception machine) with the identification information of the passenger (person) and temporarily records it. As a result, if the passenger (person) temporarily stops operating the automatic check-in terminal 300 (reception machine), the passenger (person) can later resume the operation he or she left off on, based on the temporarily recorded information.

[0095] 7 to 9, a fourth embodiment will be described. In this fourth embodiment, a configuration will be described in which either the operation assistance function or the terminal 100 (FIG. 1) of the person in charge of the automatic check-in terminal 300 (reception machine) is selected based on the acquired attribute information of the passenger (person).

[0096] In the fourth embodiment, the same components as those in the second or third embodiment are denoted by the same reference numerals as those in the second or third embodiment, and the description thereof will be omitted.

[0097] The configuration of the reception system 1 (FIG. 1) according to the fourth embodiment is the same as that of the first embodiment.

[0098] (Operation of Reception System 1) The operation of the reception system 1 according to the fourth embodiment will be described with reference to Fig. 7. Fig. 7 is a flowchart showing the flow of processes executed by the information processing device 30, the operation assistance device 200, and the automatic check-in terminal 300, which are components of the reception system 1.

[0099] 7, the automatic check-in terminal 300 accepts an operation from a passenger (S3021). The automatic check-in terminal 300 transmits information indicating the operation performed by the passenger to the information processing device 30 (S3022).

[0100] The information processing device 30 acquires information indicating the operation performed by the passenger on the automatic check-in terminal 300 (S1021).

[0101] The information processing device 30 determines, based on the information acquired from the automatic check-in terminal 300, whether the passenger is having difficulty operating the automatic check-in terminal 300 (S1022).

[0102] If it is determined that the passenger is having difficulty operating the automatic check-in terminal 300 (Yes in S1022), the information processing device 30 acquires attribute information of the passenger (S1023). Here, the attribute information of the passenger includes at least one of the passenger's age, nationality, and physical disability.

[0103] The information processing device 30 selects either the operation assistance device 200 (FIG. 1) or the staff member's terminal 100 (FIG. 1) based on the acquired passenger attribute information (S1024). Here, it is assumed that the information processing device 30 selects the staff member's terminal 100.

[0104] The information processing device 30 notifies the terminal 100 of the person in charge that the passenger is having difficulty operating the automatic check-in terminal 300 (S2025). The terminal 100 of the person in charge receives the notification from the information processing device 30 (S2021).

[0105] The staff member's terminal 100 communicates with the automatic check-in terminal 300, and the passenger operates the automatic check-in terminal 300 while receiving assistance from the staff member via voice or video call (S4022, S3023).

[0106] This completes the operation of the reception system 1 according to the fourth embodiment.

[0107] (Configuration of information processing device 30) Fig. 8 is a block diagram showing the configuration of the information processing device 30 according to embodiment 4. As shown in Fig. 8, the information processing device 30 includes an acquisition unit 11, a determination unit 12, and a calling unit 13. Furthermore, the information processing device 30 includes a selection unit 34.

[0108] The selection unit 34 selects either the operation assistance function or the terminal 100 (FIG. 1) of the person in charge based on the person's attribute information. The selection unit 34 is an example of a selection means.

[0109] For example, the acquisition unit 11 acquires passenger attribute information, which includes at least one of the passenger's age, nationality, and physical disability.

[0110] The acquisition unit 11 outputs the passenger attribute information to the selection unit 34.

[0111] The selection unit 34 selects either the operation assistance function or the terminal 100 of the person in charge based on the passenger attribute information acquired by the acquisition unit 11.

[0112] The selection unit 34 outputs to the calling unit 13 information indicating whether the operation assistance function or the terminal 100 of the person in charge has been selected.

[0113] The calling unit 13 calls one of the operation support function and the terminal 100 of the person in charge, whichever is selected by the selecting unit 34 .

[0114] (Operation of Information Processing Device 30) The operation of the information processing device 30 according to the fourth embodiment will be described with reference to Fig. 8. Fig. 8 is a flowchart showing the operation of the information processing device 30.

[0115] 8 , first, the acquisition unit 11 acquires information indicating the operation performed by the passenger on the automatic check-in terminal 300 (S301). The acquisition unit 11 outputs the information acquired from the automatic check-in terminal 300 to the determination unit 12.

[0116] Next, the determination unit 12 determines, based on the information acquired by the acquisition unit 11, whether the passenger is having difficulty operating the automatic check-in terminal 300 (S302). The determination unit 12 outputs the determination result as to whether the passenger is having difficulty operating the automatic check-in terminal 300 to the call unit 13.

[0117] The acquisition unit 11 further acquires attribute information of the passenger (S303). The acquisition unit 11 outputs the acquired attribute information of the passenger to the selection unit 34.

[0118] The selection unit 34 selects either the operation support function or the terminal 100 (FIG. 1) of the person in charge based on the passenger attribute information (S304).

[0119] The calling unit 13 calls either the operation assistance function or the terminal 100 of the person in charge, whichever is selected by the selecting unit 34 (S305).

[0120] This completes the operation of the information processing device 30 according to the fourth embodiment.

[0121] (Effects of this embodiment) According to the configuration of this embodiment, the acquisition unit 11 acquires information indicating operations performed by a passenger (person) on the automatic check-in terminal 300 (reception machine). The determination unit 12 determines, based on the acquired information, that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine). When it is determined that the passenger (person) is having difficulty operating the automatic check-in terminal 300 (reception machine), the calling unit 13 calls an operation assistance function to assist the passenger (person).

[0122] The operation assistance function assists passengers (people) in operating the automatic check-in terminal 300 (reception machine). This allows the passengers (people) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). This reduces the personnel costs required to assist passengers (people) who use the automatic check-in terminal 300 (reception machine).

[0123] Furthermore, according to the configuration of this embodiment, based on the attribute information of the passenger (person), either the operation assistance function or the person in charge's terminal 100 is selected. The calling unit 13 calls either the operation assistance function or the person in charge's terminal 100, whichever is selected by the selecting unit 34.

[0124] For example, if the passenger (person) is a child, the selection unit 34 selects the staff member's terminal 100. This allows the staff member to explain the operation to the child in an easy-to-understand manner and help the child with the operation.

[0125] [Embodiment 5] A description will be given of embodiment 5. In embodiment 5, a configuration will be described in which it is determined whether a passenger (person) is having difficulty in performing an operation or is simply performing an operation slowly, based on the passenger's (person's) past operation time.

[0126] The configuration of the information processing device according to the fifth embodiment is the same as the information processing device 20 (FIG. 5) according to the third embodiment.

[0127] In the fifth embodiment, the recording unit 24 acquires a facial image of the passenger taken by the automatic check-in terminal 300 (reception machine), and records information indicating the time required for the passenger to operate the automatic check-in terminal 300 in a storage device (not shown) by linking it to the facial image of the passenger. Furthermore, the recording unit 24 may acquire a determination result from the determination unit 12 indicating whether the passenger had difficulty operating the automatic check-in terminal 300, and record the acquired determination result in a storage device (not shown) by linking it to the facial image of the passenger.

[0128] When the same passenger uses the automatic check-in terminal 300 again, the determination unit 12 compares the passenger's face image acquired by the automatic check-in terminal 300 with the passenger's face image recorded in the storage device when the passenger last used the automatic check-in terminal 300.

[0129] If the collation is successful, the determination unit 12 obtains from the storage device information indicating the time taken by the passenger to operate the previous automatic check-in terminal 300. Then, the determination unit 12 determines whether the time taken by the passenger to operate the current automatic check-in terminal 300 is longer than the time taken by the passenger to operate the previous automatic check-in terminal 300.

[0130] When the time taken by the passenger to operate the automatic check-in terminal 300 this time is longer than the time taken by the passenger to operate the automatic check-in terminal 300 last time, the determination unit 12 determines that the passenger is having difficulty in operating the automatic check-in terminal 300.

[0131] On the other hand, if the time taken by the passenger to operate the automatic check-in terminal 300 this time is shorter (or not longer) than the time taken by the passenger to operate the automatic check-in terminal 300 the previous time, the judgment unit 12 will judge that the passenger is having difficulty operating the automatic check-in terminal 300, as in embodiment 3 above, based on information indicating the operations performed by the passenger on the automatic check-in terminal 300.

[0132] In one variation, determination unit 12 may determine that the passenger is having difficulty operating automatic check-in terminal 300, taking into account the length of the period from the date and time when the passenger last operated automatic check-in terminal 300 to the date and time when the passenger currently operates automatic check-in terminal 300. For example, if the amount of time taken by the passenger to operate automatic check-in terminal 300 within a certain period of time exceeds a threshold, determination unit 12 determines that the passenger is having difficulty operating automatic check-in terminal 300.

[0133] [Embodiment 6] Embodiment 6 will be described. In this embodiment 6, a configuration will be described in which, while a passenger (person) is operating the automatic check-in terminal 300, an estimated waiting time is presented to other passengers.

[0134] The configuration of the information processing device according to the sixth embodiment is the same as the information processing device 20 (FIG. 5) according to the third embodiment.

[0135] In the sixth embodiment, while a passenger is operating the automatic check-in terminal 300, the determination unit 12 acquires (for example, from a surveillance camera) facial images of other passengers waiting in line to use the automatic check-in terminal 300. Then, the determination unit 12 uses the facial images of the other passengers for matching and estimates the time required for the other passengers to operate the automatic check-in terminal 300 by referring to the operation history of the other passengers in a storage device (not shown). Note that if the operation history of the other passengers is not recorded in the storage device, the determination unit 12 estimates that the time required for the other passengers to operate the automatic check-in terminal 300 is a predetermined default value.

[0136] Similarly, the determination unit 12 acquires the operation history of all passengers waiting in line to use the automatic check-in terminal 300 and estimates the time required for each passenger to operate the automatic check-in terminal 300.

[0137] Then, the determination unit 12 calculates the cumulative time required for all passengers waiting in line to use the automatic check-in terminal 300 to complete the operation. The determination unit 12 presents the calculated cumulative time to the automatic check-in terminal 300 as a guideline waiting time.

[0138] For example, the determination unit 12 may notify other passengers of their estimated waiting times as follows: (first in line, estimated waiting time: 2 minutes), (second in line, estimated waiting time: 4 minutes), etc. The determination unit 12 may also detect that someone has left the queue by periodically photographing the faces of all passengers waiting in line to use the automatic check-in terminal 300. When the determination unit 12 detects that someone has left the queue, it may update the notification of the estimated waiting time described above.

[0139] (Hardware Configuration) Each of the components of the information processing devices 10, 20, and 30 described in the first to fourth embodiments represents a functional block. Some or all of these components are realized by an information processing device such as that shown in Fig. 10. Fig. 10 is a block diagram showing an example of the hardware configuration of the information processing device.

[0140] 10 , the computer 110 includes a CPU (Central Processing Unit) 111, a main memory 112, a storage device 113, an input interface 114, a display controller 115, a data reader / writer 116, and a communication interface 117. These components are connected to each other via a bus 121 so as to be able to communicate data with each other. Note that the computer 110 may include a GPU (Graphics Processing Unit) or an FPGA (Field-Programmable Gate Array) in addition to or instead of the CPU 111.

[0141] The CPU 111 loads the program (code) of this embodiment stored in the storage device 113 into the main memory 112 and executes it in a predetermined order to perform various calculations. The main memory 112 is typically a volatile storage device such as a DRAM (Dynamic Random Access Memory). The program of this embodiment is provided in a state stored in a computer-readable recording medium 120. The program of this embodiment may be distributed over the Internet connected via the communication interface 117.

[0142] Specific examples of the storage device 113 include a hard disk drive and a semiconductor storage device such as a flash memory. The input interface 114 mediates data transmission between the CPU 111 and input devices 118 such as a keyboard and a mouse. The display controller 115 is connected to a display device 119 and controls the display on the display device 119.

[0143] The data reader / writer 116 mediates data transmission between the CPU 111 and the recording medium 120, reads programs from the recording medium 120, and writes processing results from the computer 110 to the recording medium 120. The communication interface 117 mediates data transmission between the CPU 111 and other computers.

[0144] Specific examples of the recording medium 120 include general-purpose semiconductor storage devices such as CF (Compact Flash (registered trademark)) and SD (Secure Digital), magnetic recording media such as flexible disks, or optical recording media such as CD-ROMs (Compact Disk Read Only Memory).

[0145] (Supplementary Notes) A ​​part or all of the above-described embodiments can be described as, but are not limited to, the following supplementary notes.

[0146] (Supplementary Note 1) An information processing device comprising: an acquisition means for acquiring information indicating operations performed by a person on a reception machine; a determination means for determining, based on the acquired information, whether the person is having difficulty operating the reception machine; and a calling means for calling an operation assistance function for assisting the person when it is determined that the person is having difficulty operating the reception machine.

[0147] (Supplementary Note 2) The information processing device according to Supplementary Note 1, wherein the acquiring means acquires the information including the content of input by the person to the reception machine.

[0148] (Supplementary Note 3) The information processing device according to Supplementary Note 1, wherein the acquisition means acquires the information including data of the person's passport or boarding pass read by the reception machine.

[0149] (Supplementary Note 4) The information processing device according to Supplementary Note 1, wherein the acquisition means acquires the information including a facial image of the person photographed by the reception machine.

[0150] (Supplementary Note 5) The information processing device described in any one of Supplementary Notes 1 to 4 is characterized in that, if nothing is input into the reception machine for a first time period after the person starts operating the reception machine, the determination means determines that the person is having difficulty operating the reception machine.

[0151] (Appendix 6) An information processing device as described in any one of Appendices 1 to 4, characterized in that, when a second time has elapsed since the person started operating the reception machine, the determination means determines that the person is having difficulty operating the reception machine.

[0152] (Appendix 7) An information processing device as described in any one of Appendices 1 to 4, characterized in that, when the information obtained from the reception machine indicates that the person is repeatedly performing the same operation on the reception machine, the determination means determines that the person is having difficulty operating the reception machine.

[0153] (Supplementary Note 8) The information processing device described in any one of Supplementary Notes 1 to 7, characterized in that when it is determined that the person is having difficulty operating the reception machine, the calling means turns on a warning light on the reception machine.

[0154] (Supplementary Note 9) The information processing device according to any one of Supplementary Notes 1 to 8, wherein the calling means transmits the information acquired from the reception machine to a terminal of a person in charge of the reception machine.

[0155] (Supplementary Note 10) The information processing device according to any one of Supplementary Notes 1 to 9, wherein the acquisition means further acquires identification information of the person.

[0156] (Supplementary Note 11) The information processing device according to Supplementary Note 10, wherein the identification information of the person is any one of a face image, a fingerprint image, and passport data of the person.

[0157] (Supplementary Note 12) The information processing device according to Supplementary Note 10 or 11, further comprising a recording means for temporarily recording the information acquired from the reception machine in association with the identification information of the person.

[0158] (Appendix 13) The information processing device described in Appendix 12, characterized in that when the second identification information input into the reception machine is successfully matched with the temporarily recorded identification information of the person, the recording means reads out the temporarily recorded information linked to the identification information of the person.

[0159] (Supplementary Note 14) The information processing device according to any one of Supplementary Notes 1 to 13, wherein the acquisition means further acquires attribute information of the person.

[0160] (Supplementary Note 15) The information processing device according to Supplementary Note 14, wherein the attribute information of the person includes at least one of the person's age, nationality, and physical disability.

[0161] (Supplementary Note 16) The information processing device described in Supplementary Note 14 or 15, further comprising a selection means for selecting either the operation assistance function or the terminal of the person in charge of the reception machine based on the acquired attribute information of the person.

[0162] (Supplementary Note 17) The information processing device according to Supplementary Note 16, wherein the calling means calls a selected one of the operation support function and the terminal of the person in charge of the reception machine.

[0163] (Supplementary Note 18) A reception system comprising: a reception machine that accepts input from a person; an operation assistance device having an operation assistance function that assists the person in operating the reception machine; and an information processing device, wherein the information processing device acquires information indicating operations performed by the person on the reception machine, determines based on the acquired information that the person is having difficulty operating the reception machine, and when it is determined that the person is having difficulty operating the reception machine, calls the operation assistance function of the operation assistance device.

[0164] (Supplementary Note 19) An information processing method in which a computer acquires information indicating operations performed by a person on a reception machine, determines based on the acquired information that the person is having difficulty operating the reception machine, and, when it is determined that the person is having difficulty operating the reception machine, calls an operation assistance function to assist the person.

[0165] (Supplementary Note 20) A non-transitory recording medium storing a program for causing a computer to execute the following processes: a process for acquiring information indicating operations performed by a person on a reception machine; a process for determining, based on the acquired information, whether the person is having difficulty operating the reception machine; and a process for calling an operation assistance function to assist the person when it is determined that the person is having difficulty operating the reception machine.

[0166] Note that some or all of the configurations described in Supplementary Notes 2 to 17 that are subordinate to Supplementary Note 1 (information processing device) may also be subordinate to Supplementary Note 19 (information processing method) and Supplementary Note 20 (recording medium) in the same subordinate relationship as Supplementary Notes 2 to 17. Furthermore, within the scope of each of the above-mentioned embodiments, some or all of the configurations described as Supplements may be subordinate to various hardware, software, various recording means for recording software, or systems.

[0167] The present disclosure has been described above with reference to several embodiments. However, the present disclosure is not limited to the above embodiments. Each embodiment can be combined with other embodiments as appropriate. Furthermore, various modifications that can be understood by those skilled in the art can be made to the configurations and details of the above embodiments within the scope of the present disclosure.

[0168] The present disclosure can be used, for example, to provide guidance to passengers using automatic check-in terminals at airports.

[0169] REFERENCE SIGNS LIST 1 Reception system 10 Information processing device 11 Acquisition unit 12 Determination unit 13 Call unit 20 Information processing device 24 Recording unit 30 Information processing device 34 Selection unit 100 Personnel terminal 200 Operation support device 300 Automatic check-in terminal

Claims

1. An information processing device comprising: an acquisition means for acquiring information indicating operations performed by a person on a reception machine; a determination means for determining, based on the acquired information, whether the person is having difficulty operating the reception machine; and a calling means for calling an operation assistance function to assist the person when it is determined that the person is having difficulty operating the reception machine.

2. The information processing device according to claim 1, wherein said acquiring means acquires said information including the content of input by said person into said reception machine.

3. The information processing device according to claim 1, characterized in that the acquisition means acquires the information including data of the person's passport or boarding pass read by the reception machine.

4. The information processing device according to claim 1, characterized in that the acquisition means acquires the information including a facial image of the person photographed by the reception machine.

5. An information processing device according to any one of claims 1 to 4, characterized in that if nothing is input into the reception machine for a first period of time after the person starts operating the reception machine, the determination means determines that the person is having difficulty operating the reception machine.

6. An information processing device according to any one of claims 1 to 4, characterized in that, when a second time period has elapsed since the person started operating the reception machine, the determination means determines that the person is having difficulty operating the reception machine.

7. An information processing device according to any one of claims 1 to 4, characterized in that, when the information acquired from the reception machine indicates that the person is repeatedly performing the same operation on the reception machine, the determination means determines that the person is having difficulty operating the reception machine.

8. An information processing device according to any one of claims 1 to 7, characterized in that, when it is determined that the person is having difficulty operating the reception machine, the calling means turns on a warning light on the reception machine.

9. An information processing device according to any one of claims 1 to 8, characterized in that the calling means transmits the information acquired from the reception machine to a terminal of a person in charge of the reception machine.

10. The information processing device according to any one of claims 1 to 9, wherein the acquisition means further acquires identification information of the person.

11. The information processing device according to claim 10, wherein the identification information of the person is one of a face image, a fingerprint image, and passport data of the person.

12. An information processing device according to claim 10 or 11, further comprising a recording means for temporarily recording the information acquired from the reception machine in association with the person's identification information.

13. The information processing device according to claim 12, characterized in that when the second identification information input into the reception machine is successfully matched with the temporarily recorded identification information of the person, the recording means reads out the temporarily recorded information linked to the identification information of the person.

14. The information processing device according to any one of claims 1 to 13, wherein the acquisition means further acquires attribute information of the person.

15. The information processing device according to claim 14, wherein the attribute information of the person includes at least one of the person's age, nationality, and physical disability.

16. An information processing device as claimed in claim 14 or 15, further comprising a selection means for selecting either the operation assistance function or the terminal of the person in charge of the reception machine based on the acquired attribute information of the person.

17. The information processing device according to claim 16, wherein said calling means calls either said operation support function or said terminal of the person in charge of said reception machine, whichever is selected.

18. A reception system comprising: a reception machine that accepts input from a person; an operation assistance device having an operation assistance function that assists the person in operating the reception machine; and an information processing device, wherein the information processing device acquires information indicating operations performed by the person on the reception machine, determines based on the acquired information that the person is having difficulty operating the reception machine, and when it is determined that the person is having difficulty operating the reception machine, calls the operation assistance function of the operation assistance device.

19. An information processing method in which a computer acquires information indicating operations performed by a person on a reception machine, determines based on the acquired information that the person is having difficulty operating the reception machine, and when it determines that the person is having difficulty operating the reception machine, invokes an operation assistance function to assist the person.

20. A non-transitory recording medium storing a program for causing a computer to execute the following processes: a process for acquiring information indicating operations performed by a person on a reception machine; a process for determining, based on the acquired information, whether the person is having difficulty operating the reception machine; and a process for calling up an operation assistance function to assist the person when it is determined that the person is having difficulty operating the reception machine.

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