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

Abstract

The present invention reduces human labour costs for supporting a person who uses a reception apparatus. In the present invention, a detection unit detects that a reception apparatus is being used. An acquisition unit acquires input data input to the reception apparatus by a person using the reception apparatus and image data obtained by photographing the person. An estimation unit estimates the psychological state of the person on the basis of at least one of the input data and the image data. When it is estimated that the psychological state of the person is abnormal, an output unit outputs a warning to a terminal of a person who is in charge of supporting the operation of the reception apparatus.

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, a terminal of a person in charge of assisting in the operation of the reception machine, and an information processing device, wherein the information processing device detects that the reception machine is being used, acquires input data entered into the reception machine by the person using the reception machine and image data of the person, infers the psychological state of the person based on at least one of the input data and the image data, and if it infers that the psychological state of the person is abnormal, outputs a warning to the terminal of the person in charge of assisting in the operation of the reception machine.

[0008] An information processing device according to one aspect of the present disclosure includes a detection means for detecting that a reception machine is being used, an acquisition means for acquiring input data entered into the reception machine by a person using the reception machine and image data of the person, an estimation means for estimating the psychological state of the person based on at least one of the input data and the image data, and an output means for outputting a warning to a terminal of a person in charge of assisting in the operation of the reception machine if it is estimated that the psychological state of the person is abnormal.

[0009] In an information processing method according to one aspect of the present disclosure, a computer detects that a reception machine is being used, acquires input data entered into the reception machine by the person using the reception machine and image data of the person, infers the psychological state of the person based on at least one of the input data and the image data, and if it infers that the psychological state of the person is abnormal, outputs a warning to the terminal of a person in charge of assisting in the operation of the reception machine.

[0010] A recording medium according to one embodiment of the present disclosure stores a program for causing a computer to execute the following processes: detecting that a reception machine is being used; acquiring input data entered into the reception machine by a person using the reception machine and image data of the person; inferring the psychological state of the person based on at least one of the input data and the image data; and outputting a warning to a terminal of a person in charge of assisting in the operation of the reception machine if the psychological state of the person is inferred to be abnormal.

[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 operations of each unit of the 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 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) detects that the automatic check-in terminal 300 is being used based on the information received from the automatic check-in terminal 300. For example, the information processing device 10 (20, 30) detects that a passenger has performed an operation on the automatic check-in terminal 300. Alternatively, the information processing device 10 (20, 30) detects that a passenger has been photographed by the automatic check-in terminal 300.

[0030] The information processing device 10 (20, 30) acquires input data input to the automatic check-in terminal 300 by a passenger using the automatic check-in terminal 300, and image data of the passenger. Then, the information processing device 10 (20, 30) infers the psychological state of the passenger based on at least one of the input data and the image data.

[0031] For example, the information processing device 10 (20, 30) infers the psychological state of the passenger based on image data including a facial image of the passenger taken by the automatic check-in terminal 300. Specifically, the information processing device 10 (20, 30) infers the psychological state of the passenger by analyzing the facial expression of the passenger from the facial image of the passenger.

[0032] Alternatively, the information processing device 10 (20, 30) may infer the passenger's psychological state by analyzing the passenger's facial movements from the passenger's facial image.

[0033] In yet another example, the information processing device 10 (20, 30) infers the psychological state of a passenger by analyzing the passenger's body movements from a video of the passenger.

[0034] Thereafter, if the information processing device 10 (20, 30) estimates that the passenger's psychological state is abnormal, it outputs a warning to the terminal 100 of the person in charge of assisting with the operation of the automatic check-in terminal 300. "Abnormal" here means, for example, being nervous, impatient, confused, anxious, in a hurry, looking for (something or someone), etc.

[0035] In addition, the information processing device 10 (20, 30) may notify (report) the terminal 100 of the person in charge before the passenger has had the automatic check-in terminal 300 read the two-dimensional code, or may have application software pre-installed on the passenger's terminal guide the passenger to a manned customs inspection table after the passenger has had the automatic check-in terminal 300 read the two-dimensional code.

[0036] The information processing device 10 (20, 30) can also call an operation support function to support passengers. The operation support function is a computer program that uses the user interface of the automatic check-in terminal 300 to support passengers in operating the automatic check-in terminal 300.

[0037] For example, the navigation assistance function may assist the passenger by presenting audio, text, illustrations, and / or diagrams.

[0038] In a third embodiment described later, an operation assistance function provided in the operation assistance device 200 is called by the information processing device 20 .

[0039] (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 staff member terminal 100, and the automatic check-in terminal 300, which are components of the reception system 1.

[0040] 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).

[0041] The information processing device 10 (20, 30) detects that the automatic check-in terminal 300 is being used based on information indicating the operation performed by the passenger on the automatic check-in terminal 300 (S1011).

[0042] The information processing device 10 (20, 30) infers the passenger's psychological state based on the input data input by the passenger to the automatic check-in terminal 300 and / or image data of the passenger (S1012). Details of step S1012 are as described above.

[0043] If it is determined that the passenger's psychological state is abnormal (Yes in S1013), the information processing device 10 (20, 30) outputs a warning to the terminal 100 of the person in charge (S1014).

[0044] The staff member's terminal 100 receives the warning from the information processing device 10 (20, 30) (S2011). The staff member may then communicate with the automatic check-in terminal 300 via the staff member's terminal 100 in order to ask the passenger about the problem or to assist the passenger in operating the automatic check-in terminal 300. Alternatively, the staff member may visit the automatic check-in terminal 300 and assist the passenger in operating it on-site.

[0045] Passengers can operate the automatic check-in terminal 300 with assistance from a staff member.

[0046] This completes the operation of the reception system 1 according to the first embodiment.

[0047] (Effects of this embodiment) According to the configuration of this embodiment, the automatic check-in terminal 300 (reception machine) accepts input from passengers (people). The staff member's terminal 100 is responsible for supporting the operation of the automatic check-in terminal 300 (reception machine).

[0048] The information processing device 10 (20, 30) detects that the automatic check-in terminal 300 (reception machine) is being used, and acquires input data entered into the automatic check-in terminal 300 (reception machine) by a passenger (person) using the automatic check-in terminal 300 (reception machine), as well as image data of the passenger (person).

[0049] The information processing device 10 (20, 30) infers the psychological state of the passenger (person) based on at least one of the input data and the image data. If the information processing device 10 (20, 30) infers that the person's psychological state is abnormal, it outputs a warning to the terminal 100 of the person in charge of assisting the operation of the automatic check-in terminal 300 (reception machine).

[0050] The staff member assists the passenger (person) in operating the automatic check-in terminal 300 (reception machine) either online or on-site. This allows the passenger (person) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). Since there is no need for a staff member or attendant to always be on standby near the automatic check-in terminal 300 (reception machine), it is possible to reduce the personnel costs for supporting passengers (persons) who use the automatic check-in terminal 300 (reception machine).

[0051] 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.

[0052] (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 a detection unit 11, an acquisition unit 12, an estimation unit 13, and an output unit 14.

[0053] The detector 11 detects whether the automatic check-in terminal 300 (FIG. 1) (reception machine) is being used. The detector 11 is an example of a detecting means.

[0054] For example, the detection unit 11 detects that the passenger has performed an operation on the automatic check-in terminal 300. In another example, the detection unit 11 detects that the passenger has been photographed by the automatic check-in terminal 300.

[0055] The detection unit 11 notifies the acquisition unit 12 that it has detected that the automatic check-in terminal 300 (FIG. 1) (reception machine) is being used.

[0056] The acquisition unit 12 acquires input data entered into the automatic check-in terminal 300 (reception machine) by a person using the automatic check-in terminal 300 (reception machine), and image data of a passenger (person). The acquisition unit 12 is an example of an acquisition means.

[0057] The acquisition unit 12 is notified by the detection unit 11 that it has detected that the automatic check-in terminal 300 is in use.

[0058] For example, the acquisition unit 12 acquires input data including data of the passenger's passport or boarding pass read by the automatic check-in terminal 300 .

[0059] In another example, the acquisition unit 12 acquires image data including a facial image of the passenger captured by the automatic check-in terminal 300.

[0060] The acquisition unit 12 outputs the acquired input data and image data to the estimation unit 13 .

[0061] In one modified example, the acquisition unit 12 may acquire only either the input data or the image data, and output the acquired data to the estimation unit 13 .

[0062] The estimation unit 13 estimates the psychological state of the passenger (person) based on at least one of the input data and the image data. The estimation unit 13 is an example of estimation means.

[0063] The estimation unit 13 receives the input data and image data acquired by the acquisition unit 12 from the automatic check-in terminal 300 .

[0064] For example, the estimation unit 13 estimates the psychological state of a passenger based on image data including a facial image of the passenger captured by the automatic check-in terminal 300. Specifically, the estimation unit 13 estimates the psychological state of the passenger by analyzing the facial expression of the passenger from the facial image of the passenger. Alternatively, the estimation unit 13 may estimate the psychological state of the passenger by analyzing the movements of the passenger from an image (video) of the passenger captured by a surveillance camera (not shown).

[0065] The estimation unit 13 outputs information indicating the estimated psychological state of the passenger to the output unit 14.

[0066] If it is estimated that the psychological state of the passenger (person) is abnormal, the output unit 14 outputs a warning to the terminal 100 of the person in charge of assisting the operation of the automatic check-in terminal 300 (reception machine). The output unit 14 is an example of an output means.

[0067] The output unit 14 receives information indicating the estimated psychological state of the passenger from the estimation unit 13.

[0068] For example, when the output unit 14 receives information indicating the estimated psychological state of the passenger, it notifies the terminal 100 of the person in charge that assistance is required to operate the automatic check-in terminal 300. Alternatively, the output unit 14 notifies the terminal 100 of the person in charge that the passenger's condition is abnormal (for example, the passenger is in a hurry).

[0069] In another example, the output unit 14 determines the matters to be confirmed with the passenger based on the information indicating the estimated passenger's psychological state, and then transmits the information indicating the matters to be confirmed with the passenger to the terminal 100 (FIG. 1) of the person in charge.

[0070] (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.

[0071] 4, first, the detection unit 11 detects that the automatic check-in terminal 300 (FIG. 1) is being used (S101). The detection unit 11 notifies the acquisition unit 12 that it has detected that the automatic check-in terminal 300 is being used.

[0072] Next, the acquisition unit 12 acquires input data input by the passenger to the automatic check-in terminal 300 and image data of the passenger (S102). The acquisition unit 12 outputs the acquired input data and image data to the estimation unit 13.

[0073] The estimation unit 13 estimates the passenger's psychological state based on at least one of the input data and the image data (S103).

[0074] The estimation unit 13 outputs information indicating the estimated psychological state of the passenger to the output unit 14.

[0075] Finally, if the passenger's psychological state is estimated to be abnormal, the output unit 14 outputs a warning (S104). For example, when the output unit 14 receives information indicating the estimated passenger's psychological state, it notifies the terminal 100 of the person in charge that assistance is required to operate the automatic check-in terminal 300.

[0076] This completes the operation of the information processing device 10 according to the second embodiment.

[0077] Effect of this embodiment According to the configuration of this embodiment, the detection unit 11 detects that the automatic check-in terminal 300 (reception machine) is being used. The acquisition unit 12 acquires input data entered into the automatic check-in terminal 300 (reception machine) by a passenger (person) using the automatic check-in terminal 300 (reception machine), and image data of the passenger (person).

[0078] The estimation unit 13 estimates the psychological state of the passenger (person) based on at least one of the input data and the image data. The output unit 14 outputs a warning when the psychological state of the passenger (person) is estimated to be abnormal.

[0079] The staff member assists the passenger (person) in operating the automatic check-in terminal 300 (reception machine) online or on-site. This allows the passenger (person) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). Since there is no need for a staff member or attendant to always be on standby near the automatic check-in terminal (reception machine), it is possible to reduce the personnel costs for supporting passengers (persons) who use the automatic check-in terminal 300 (reception machine).

[0080] [Embodiment 3] Embodiment 3 will be described with reference to Figures 5 and 6. In this embodiment, a configuration for calling an operation assistance function that assists passengers will be described. In this embodiment, components that are common to embodiment 2 will be assigned the same reference numerals as in embodiment 2, and descriptions thereof will be omitted.

[0081] (Configuration of information processing device 20) Fig. 5 is a block diagram showing the configuration of an information processing device 30 according to embodiment 3. As shown in Fig. 5, the information processing device 20 includes a detection unit 11, an acquisition unit 12, an estimation unit 13, and an output unit 14. Furthermore, the information processing device 20 includes a recording unit 25.

[0082] The recording unit 25 temporarily records input data and image data input by a passenger (person) to the automatic check-in terminal 300 ( FIG. 1 ) (reception machine) in association with the passenger's identification information. The recording unit 25 is an example of a recording means.

[0083] For example, the acquisition unit 12 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.

[0084] The passenger has his / her passport read by the automatic check-in terminal 300 and inputs the passenger's identification information. The acquisition unit 12 acquires the passenger's identification information input to the automatic check-in terminal 300 from the automatic check-in terminal 300 at this time.

[0085] 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 12 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.

[0086] The acquisition unit 12 outputs the input data and image data acquired from the automatic check-in terminal 300 to the recording unit 25 together with the passenger's identification information.

[0087] The recording unit 25 receives the input data and image data acquired by the acquisition unit 12 from the automatic check-in terminal 300. Furthermore, the recording unit 25 receives the passenger's identification information from the acquisition unit 12. The recording unit 25 then associates the input data and image data acquired from the automatic check-in terminal 300 with the passenger's identification information and temporarily records them in a storage device (not shown).

[0088] 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 25 reads out the information that was temporarily recorded in association with the passenger identification information from a storage device (not shown).The recording unit 25 then outputs the information read out from the storage device to the automatic check-in terminal 300.

[0089] (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.

[0090] 6, first, the detection unit 11 detects that the automatic check-in terminal 300 (FIG. 1) is being used (S201). The detection unit 11 notifies the acquisition unit 12 that it has detected that the automatic check-in terminal 300 is being used.

[0091] Next, the acquisition unit 12 acquires the input data input by the passenger to the automatic check-in terminal 300 and image data of the passenger (S202). The acquisition unit 12 outputs the acquired input data and image data to the estimation unit 13.

[0092] The estimation unit 13 estimates the passenger's psychological state based on at least one of the input data and the image data (S203).

[0093] The estimation unit 13 outputs information indicating the estimated psychological state of the passenger to the output unit 14.

[0094] Finally, if the passenger's psychological state is estimated to be abnormal, the output unit 14 outputs a warning (S204). For example, when the output unit 14 receives information indicating the estimated passenger's psychological state, it notifies the terminal 100 of the person in charge that assistance is required to operate the automatic check-in terminal 300.

[0095] Furthermore, the acquisition unit 12 further acquires the passenger's identification information from the automatic check-in terminal 300 (S205). The acquisition unit 12 outputs the information acquired from the automatic check-in terminal 300 to the recording unit 25 together with the passenger's identification information.

[0096] The recording unit 25 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) (S206).

[0097] This completes the operation of the information processing device 20 according to the third embodiment.

[0098] (Effects of this embodiment) According to the configuration of this embodiment, the detection unit 11 detects that the automatic check-in terminal 300 (reception machine) is being used. The acquisition unit 12 acquires input data entered into the automatic check-in terminal 300 (reception machine) by a passenger (person) using the automatic check-in terminal 300 (reception machine), and image data of the passenger (person). The estimation unit 13 estimates the psychological state of the passenger (person) based on at least one of the input data and the image data. If the output unit 14 estimates that the psychological state of the passenger (person) is abnormal, it outputs a warning to the terminal of a person in charge of assisting with the operation of the reception machine.

[0099] The staff member assists the passenger (person) in operating the automatic check-in terminal 300 (reception machine) online or on-site. This allows the passenger (person) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). Since there is no need for a staff member or attendant to always be on standby near the automatic check-in terminal (reception machine), it is possible to reduce the personnel costs for supporting passengers (persons) who use the automatic check-in terminal 300 (reception machine).

[0100] Furthermore, according to the configuration of this embodiment, the recording unit 25 temporarily records information indicating operations performed by a passenger on the automatic check-in terminal 300 (reception machine) in association with the passenger's (person's) identification information. As a result, if the passenger (person) temporarily suspends operation of 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.

[0101] [Fourth Embodiment] A fourth embodiment will be described with reference to Figures 7 and 8. In this fourth embodiment, a configuration for calling an operation assistance function that assists passengers will be described. In this fourth embodiment, components that are common to the second or third embodiment will be assigned the same reference numerals as those in the second or third embodiment, and descriptions thereof will be omitted.

[0102] (Configuration of information processing device 30) Fig. 7 is a block diagram showing the configuration of the information processing device 30 according to embodiment 4. As shown in Fig. 7, the information processing device 30 includes a detection unit 11, an acquisition unit 12, an estimation unit 13, and an output unit 14. Furthermore, the information processing device 30 includes a call unit 35.

[0103] The calling unit 35 calls an operation support function that supports the passenger when it is estimated that the passenger (person) has an abnormal psychological state. The calling unit 35 is an example of a calling means.

[0104] The calling unit 35 receives information indicating the passenger's estimated psychological state from the estimation unit 13 .

[0105] For example, the calling unit 35 notifies the automatic check-in terminal 300 that it is possible to call up a person in charge of assisting with the operation of the automatic check-in terminal 300 (reception machine) or an operation assistance function.

[0106] The calling unit 35 also notifies the terminal 100 (FIG. 1) of the person in charge that there is a possibility that the person in charge will be called.

[0107] (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.

[0108] 8, first, the detection unit 11 detects that the automatic check-in terminal 300 (FIG. 1) is being used (S301). The detection unit 11 notifies the acquisition unit 12 that it has detected that the automatic check-in terminal 300 is being used.

[0109] Next, the acquisition unit 12 acquires the input data input by the passenger to the automatic check-in terminal 300 and image data of the passenger (S302). The acquisition unit 12 outputs the acquired input data and image data to the estimation unit 13.

[0110] The estimation unit 13 estimates the passenger's psychological state based on at least one of the input data and the image data (S303).

[0111] The estimation unit 13 outputs information indicating the estimated psychological state of the passenger to the output unit 14 and the call unit 35.

[0112] If the passenger's psychological state is estimated to be abnormal, the output unit 14 outputs a warning (S304). For example, when the output unit 14 receives information indicating the estimated passenger's psychological state, it notifies the terminal 100 of the person in charge that assistance is required for operating the automatic check-in terminal 300.

[0113] The calling unit 35 also calls an operation support function for supporting the passenger (S305). For example, the calling unit 35 calls the operation support function of the operation support device 200 (FIG. 1).

[0114] 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.

[0115] This completes the operation of the information processing device 30 according to the fourth embodiment.

[0116] (Effects of this embodiment) According to the configuration of this embodiment, the detection unit 11 detects that the automatic check-in terminal 300 (reception machine) is being used. The acquisition unit 12 acquires input data entered into the automatic check-in terminal 300 (reception machine) by a passenger (person) using the automatic check-in terminal 300 (reception machine), and image data of the passenger (person). The estimation unit 13 estimates the psychological state of the passenger (person) based on at least one of the input data and the image data. If the output unit 14 estimates that the psychological state of the passenger (person) is abnormal, it outputs a warning to the terminal of a person in charge of assisting with the operation of the reception machine.

[0117] The staff member assists the passenger (person) in operating the automatic check-in terminal 300 (reception machine) online or on-site. This allows the passenger (person) to continue the check-in procedure at the automatic check-in terminal 300 (reception machine). Since there is no need for a staff member or attendant to always be on standby near the automatic check-in terminal (reception machine), it is possible to reduce the personnel costs for supporting passengers (persons) who use the automatic check-in terminal 300 (reception machine).

[0118] Furthermore, according to the configuration of this embodiment, when it is estimated that the psychological state of the passenger (person) is abnormal, the calling unit 35 calls an operation support function that supports the passenger (person).

[0119] 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).

[0120] (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. 9. Fig. 9 is a block diagram showing an example of the hardware configuration of the information processing device.

[0121] 9, 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.

[0122] 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.

[0123] 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.

[0124] 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.

[0125] 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).

[0126] (Supplementary Notes) A ​​part or all of the above-described embodiments can be described as, but are not limited to, the following supplementary notes.

[0127] (Supplementary Note 1) An information processing device comprising: a detection means for detecting that a reception machine is being used; an acquisition means for acquiring input data entered into the reception machine by a person using the reception machine and image data of the person; an estimation means for estimating the psychological state of the person based on at least one of the input data and the image data; and an output means for outputting a warning to a terminal of a person in charge of assisting in the operation of the reception machine if the psychological state of the person is estimated to be abnormal.

[0128] (Supplementary Note 2) The information processing device according to Supplementary Note 1, wherein the detection means detects that the person has performed an operation on the reception machine.

[0129] (Supplementary Note 3) The information processing device according to Supplementary Note 1, wherein the detection means detects that the person has been photographed by the reception machine.

[0130] (Supplementary Note 4) The information processing device according to any one of Supplementary Notes 1 to 3, wherein the acquisition means acquires the input data including data of the person's passport or boarding pass read by the reception machine.

[0131] (Supplementary Note 5) The information processing device according to any one of Supplementary Notes 1 to 4, wherein the acquisition means acquires the image data including a facial image of the person photographed by the reception machine.

[0132] (Supplementary Note 6) The information processing device according to Supplementary Note 5, wherein the estimation means estimates the psychological state of the person based on the image data including the facial image of the person photographed by the reception machine.

[0133] (Supplementary Note 7) The information processing device according to Supplementary Note 5, wherein the estimation means estimates the psychological state of the person by analyzing the facial expression of the person from the face image.

[0134] (Supplementary Note 8) The information processing device according to any one of Supplementary Notes 1 to 7, wherein the inference means turns on a warning light of the reception machine when it is inferred that the psychological state of the person is abnormal.

[0135] (Supplementary Note 9) The information processing device according to any one of Supplementary Notes 1 to 8, wherein the output means transmits information indicating matters to be confirmed by the person to a terminal of the person in charge.

[0136] (Supplementary Note 10) The information processing device according to any one of Supplementary Notes 1 to 9, further comprising a calling means for calling an operation assistance function for assisting the person when it is estimated that the person's psychological state is abnormal.

[0137] (Supplementary Note 11) The information processing device according to Supplementary Note 10, wherein the calling means notifies the reception machine that it is possible to call a person in charge of assisting with the operation of the reception machine.

[0138] (Supplementary Note 12) The information processing device according to Supplementary Note 11, wherein the calling means notifies a terminal of the person in charge that there is a possibility that the person in charge will be called.

[0139] (Supplementary Note 13) The information processing device according to any one of Supplementary Notes 10 to 12, wherein the acquisition means further acquires attribute information of the person.

[0140] (Supplementary Note 14) The information processing device according to Supplementary Note 13, wherein the attribute information of the person includes at least one of the person's age, nationality, and physical disability.

[0141] (Appendix 15) An information processing device as described in Appendix 13 or 14, characterized in that if the psychological state of the person is predicted to be abnormal, either an operation assistance function that assists the person based on the attribute information of the person, or a terminal of a person in charge of assisting in the operation of the reception machine is called.

[0142] (Supplementary Note 16) The information processing device according to any one of Supplementary Notes 1 to 15, wherein the acquisition means further acquires identification information of the person.

[0143] (Appendix 17) The information processing device described in Appendix 16, further comprising a recording means for temporarily recording the input data and image data input into the reception machine by a person using the reception machine, in association with the identification information of the person.

[0144] (Supplementary Note 18) A reception system comprising: a reception machine that accepts input from a person; a terminal of a person in charge of assisting in the operation of the reception machine; and an information processing device, wherein the information processing device detects that the reception machine is being used; acquires input data entered into the reception machine by the person using the reception machine and image data of the person; infers the psychological state of the person based on at least one of the input data and the image data; and if it is inferred that the psychological state of the person is abnormal, outputs a warning to the terminal of the person in charge of assisting in the operation of the reception machine.

[0145] (Supplementary Note 19) An information processing method in which a computer detects that a reception machine is being used, acquires input data entered into the reception machine by a person using the reception machine and image data of the person, infers the psychological state of the person based on at least one of the input data and the image data, and if it infers that the psychological state of the person is abnormal, outputs a warning to a terminal of a person in charge of assisting in the operation of the reception machine.

[0146] (Supplementary Note 20) A non-transitory recording medium storing a program for causing a computer to execute the following processes: a process for detecting that a reception machine is being used; a process for acquiring input data entered into the reception machine by a person using the reception machine and image data of the person; a process for inferring the psychological state of the person based on at least one of the input data and the image data; and a process for outputting a warning to a terminal of a person in charge of assisting in the operation of the reception machine if the psychological state of the person is inferred to be abnormal.

[0147] 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.

[0148] 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.

[0149] The present disclosure can be used, for example, to provide guidance to passengers using automatic check-in terminals at airports.

[0150] REFERENCE SIGNS LIST 1 Reception system 10 Information processing device 11 Detection unit 12 Acquisition unit 13 Estimation unit 14 Output unit 20 Information processing device 25 Recording unit 30 Information processing device 35 Call unit 100 Personnel terminal 200 Operation support device 300 Automatic check-in terminal

Claims

1. An information processing device comprising: a detection means for detecting that a reception machine is being used; an acquisition means for acquiring input data entered into the reception machine by a person using the reception machine and image data of the person; an estimation means for estimating the psychological state of the person based on at least one of the input data and the image data; and an output means for outputting a warning to a terminal of a person in charge of assisting in the operation of the reception machine if the psychological state of the person is estimated to be abnormal.

2. The information processing device according to claim 1, wherein said detection means detects that said person has operated said reception machine.

3. The information processing device according to claim 1, wherein said detection means detects that said person has been photographed by said reception machine.

4. An information processing device according to any one of claims 1 to 3, characterized in that the acquisition means acquires the input data including data of the person's passport or boarding pass read by the reception machine.

5. An information processing device according to any one of claims 1 to 4, characterized in that the acquisition means acquires the image data including a facial image of the person photographed by the reception machine.

6. The information processing device according to claim 5, wherein the estimation means estimates the psychological state of the person based on the image data including the facial image of the person photographed by the reception machine.

7. The information processing device according to claim 5, wherein said estimation means estimates the psychological state of said person by analyzing the facial expression of said person from said facial image.

8. An information processing device according to any one of claims 1 to 7, characterized in that the inference means turns on a warning light on the reception machine when it is inferred that the person's psychological state is abnormal.

9. An information processing device according to any one of claims 1 to 8, characterized in that the output means transmits information indicating the matters that the person should confirm to a terminal of the person in charge.

10. An information processing device according to any one of claims 1 to 9, further comprising a calling means for calling an operation assistance function for assisting the person when the person's psychological state is estimated to be abnormal.

11. The information processing device according to claim 10, wherein the calling means notifies the reception machine that it is possible to call a person in charge of assisting with the operation of the reception machine.

12. The information processing device according to claim 11, wherein said calling means notifies said person in charge's terminal that said person in charge may be called.

13. The information processing device according to any one of claims 10 to 12, wherein the acquisition means further acquires attribute information of the person.

14. The information processing device according to claim 13, wherein the attribute information of the person includes at least one of the person's age, nationality, and physical disability.

15. An information processing device as described in claim 13 or 14, characterized in that if the psychological state of the person is inferred to be abnormal, based on the attribute information of the person, either an operation assistance function that assists the person or the terminal of a person in charge of assisting in operating the reception machine is called.

16. The information processing device according to any one of claims 1 to 15, wherein the acquisition means further acquires identification information of the person.

17. An information processing device according to claim 16, further comprising a recording means for temporarily recording the input data and image data input into the reception machine by a person using the reception machine, in association with the identification information of the person.

18. A reception system comprising: a reception machine that accepts input from a person; a terminal of a person in charge of assisting in the operation of the reception machine; and an information processing device, wherein the information processing device detects that the reception machine is being used; acquires input data entered into the reception machine by the person using the reception machine and image data of the person; infers the psychological state of the person based on at least one of the input data and the image data; and if it is inferred that the psychological state of the person is abnormal, outputs a warning to the terminal of the person in charge of assisting in the operation of the reception machine.

19. An information processing method in which a computer detects that a reception machine is being used, acquires input data entered into the reception machine by a person using the reception machine and image data of the person, infers the psychological state of the person based on at least one of the input data and the image data, and if it infers that the psychological state of the person is abnormal, outputs a warning to the terminal of a person in charge of assisting in the operation of the reception machine.

20. A non-transitory recording medium storing a program for causing a computer to execute the following processes: a process for detecting that a reception machine is being used; a process for acquiring input data entered into the reception machine by a person using the reception machine and image data of the person; a process for inferring the psychological state of the person based on at least one of the input data and the image data; and a process for outputting a warning to the terminal of a person in charge of assisting in the operation of the reception machine if the psychological state of the person is inferred to be abnormal.

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