Information processing device, information processing method, and program

Abstract

An information processing device (1, 1a) comprises a detection means (11) that detects the location of a crew member and the state of the crew member in a cabin, a determination means (12) that determines whether the crew member is attending a passenger on the basis of the results of the detection by the detection means (11), an estimation means (13) that estimates a seat location for the passenger that the crew member is attending on the basis of the results of the determination by the determination means (12), an acquisition means (14) that acquires the speech of at least one of the crew member and the passenger, an analysis means (15) that analyzes the speech acquired by the acquisition means (14), a server (16) that stores passenger information about the passenger that associates a request of the passenger that is the result of the analysis of the speech by the analysis means (15) and the seat location of the passenger estimated by the estimation means (13), and a presentation device (20) that presents the passenger information stored at the server (16) as audio or a screen.

Description

Information processing device, information processing method, and program

[0001] The present disclosure relates to an information processing device, an information processing method, and a program.

[0002] Patent Literature 1 discloses a voice order acceptance system that supports input of order information into an ordering system by an operator who accepts voice orders or reservations from customers. A voice recognition engine of the voice order acceptance system acquires voice data of a conversation between a customer and an operator regarding stock orders, converts it into text data, and outputs it as conversation data. A morphological analysis unit of the voice order acceptance system performs so-called morphological analysis on each statement in the conversation data, dividing it into a sequence of morphemes (the smallest units of meaning in language) and determining the part of speech, and outputs the analysis results. An order information extraction unit receives the conversation data to which the morpheme sequence information has been added by the morphological analysis unit, and, while also referring to an order information dictionary, extracts words corresponding to elements necessary for executing stock buy and sell orders in real time, and outputs the extracted words as order information.

[0003] Patent Document 2 discloses a task management system configured to assign tasks to one or more attendants of a vehicle, which, upon receiving a passenger's service request, determines the location of the requesting passenger and then analyzes the attendant's location within the interior cabin via a position sensor located on the attendant's device.

[0004] Patent Literature 3 discloses a customer service situation analysis device that uses a processor to analyze the customer service situation of a store clerk and generate information about the customer service situation. The processor of this customer service situation analysis device acquires location information of the store clerk and the customer based on location information of people acquired from image data of people in the store and location information of a mobile terminal device carried by the store clerk, acquires utterance location information indicating the location where the store clerk spoke based on location information of voice acquired from audio data of voices captured in the store and the store clerk location information, determines whether the store clerk has served customers based on the utterance location information and the customer location information, and generates information about the customer service situation based on the determination result.

[0005] JP 2018-41155 A JP 2019-6370 A JP 2018-120344 A

[0006] However, in the conventional technology of Patent Document 1, an operator accepts orders or reservations from customers by voice, but the operator must memorize the orders or reservations from the customers before providing the ordered or reserved products to the customers, which increases the burden on the operator and may result in customers not being provided with the products or the time until the products are provided being extended.

[0007] The conventional technology of Patent Document 2 can analyze the location of an attendant, but does not take any measures to address the increased burden on operators, the possibility of customers being left without information, and the longer time it takes to provide information.

[0008] The conventional technology in Patent Document 3 can obtain location information spoken by a store clerk within a store and determine whether the clerk is serving a customer, but does not take any measures to prevent the increased burden on operators, missed deliveries to customers, or longer delivery times.

[0009] Therefore, the present disclosure provides an information processing device and the like that can reduce the burden on crew members and quickly provide services to passengers.

[0010] An information processing device according to one aspect of the present disclosure includes a detection means for detecting the position and status of a crew member in the cabin, a determination means for determining whether the crew member is serving passengers based on the detection result detected by the detection means, an estimation means for estimating the seat position of a passenger the crew member is serving based on the determination result of the determination means, an acquisition means for acquiring utterances from at least one of the crew member and the passenger, an analysis means for analyzing the utterances acquired by the acquisition means, a server for storing passenger information related to the passenger that associates the passenger's requests, which are the result of the analysis of the utterances by the analysis means, with the passenger's seat position estimated by the estimation means, and a presentation device for presenting the passenger information stored in the server by voice or on a screen.

[0011] Furthermore, an information processing method according to one aspect of the present disclosure includes: a detection means detecting the position and status of a crew member in the cabin; a determination means determining whether the crew member is serving a passenger based on the detection result detected by the detection means; an estimation means estimating the seat position of the passenger the crew member is serving based on the determination result of the determination means; an acquisition means acquiring utterances of at least one of the crew member and the passenger; an analysis means analyzing the utterances acquired by the acquisition means; a server storing passenger information regarding the passenger that associates the passenger's request, which is the result of the analysis of the utterances by the analysis means, with the seat position of the passenger estimated by the estimation means; and a presentation device presenting the passenger information stored in the server by voice or on a screen.

[0012] Furthermore, a program according to one aspect of the present disclosure is a program for causing a computer to execute an information processing method.

[0013] According to an information processing device or the like according to one aspect of the present disclosure, it is possible to reduce the burden on crew members and provide services to passengers quickly.

[0014] FIG. 1 is a block diagram showing an information processing device according to an embodiment. FIG. 2A is a diagram showing a state in which a presentation device presents a message to a crew member prompting the crew member to speak again when the order contents have not been decided. FIG. 2B is a diagram showing a travel route presented on the presentation device. FIG. 2C is another block diagram showing an information processing device according to an embodiment. FIG. 2D is a diagram showing a state in which the presentation device presents a confirmation of the order contents to a passenger when the order contents have been decided. FIG. 3 is a flowchart showing an operation example 1 of the information processing device. FIG. 4 is a flowchart showing an operation example 2 of the information processing device. FIG. 5 is a flowchart showing an operation example 3 of the information processing device. FIG. 6 is a flowchart showing an operation example 4 of the information processing device. FIG. 7 is a diagram showing a presentation device presenting a confirmation of the order contents.

[0015] Hereinafter, the embodiments will be specifically described with reference to the drawings.

[0016] The embodiments described below are all comprehensive or specific examples. The numerical values, shapes, materials, components, component placement and connection configurations, steps, and step order shown in the following embodiments are merely examples and are not intended to limit the present disclosure. Furthermore, among the components in the following embodiments, components not described in independent claims are described as optional components.

[0017] In addition, each drawing is a schematic diagram and is not necessarily an exact illustration. In addition, the same components are denoted by the same reference numerals in each drawing.

[0018] (Embodiment) <Configuration and Function> First, an information processing device 1 will be described with reference to FIGS. 1 to 2B.

[0019] Fig. 1 is a block diagram showing an information processing device 1 according to an embodiment. Fig. 2A is a diagram showing a state in which the presentation device 20 presents a message prompting the driver to speak again when the order contents cannot be determined. Fig. 2B is a diagram showing a travel route presented by the presentation device 20.

[0020] 1, the information processing device 1 is used by a crew member on board a vehicle to provide a service according to a request from a passenger on board the vehicle. For example, the information processing device 1 extracts a passenger's request based on a conversation between the passenger and the crew member, and manages the provision of a service according to the extracted passenger's request.

[0021] Here, the mobile body refers to an aircraft, vehicle, ship, etc. on board with passengers and crew members who provide services to the passengers. In this embodiment, it is assumed that the mobile body is an aircraft, and the crew members in this embodiment are cabin crew members.

[0022] Passenger requests include ordering food and drink, purchasing merchandise, borrowing or receiving amenity goods, and the like.

[0023] Services include the provision of food and drinks by crew members to passengers, the provision of merchandise by crew members to passengers, and the provision of amenities by crew members to passengers.

[0024] Specifically, the information processing device 1 includes a detection means 11, a determination means 12, an estimation means 13, an acquisition means 14, an analysis means 15, a server 16, a storage means 17, a comparison means 18, a creation means 19, and a presentation device 20.

[0025] The detection means 11 detects the position and status of the crew member in the cabin. The detection means 11 is, for example, a position detection sensor, an image sensor, or the like, and is installed in the cabin so as to be able to detect the position and status of the crew member present in the cabin.

[0026] A cabin is a passenger compartment in a moving object where passengers are seated. The crew position is the position where the crew is present in the cabin, and is indicated, for example, by a relative position with respect to a reference position preset in the cabin. The crew status includes, for example, a state in which the crew is speaking to passengers (serving passengers), a state in which the crew is preparing to provide service in response to passenger requests, a state in which the crew is patrolling the cabin, etc.

[0027] The detection means 11 outputs the detected crew information to the determination means 12. The crew information is information indicating the position and condition of the crew.

[0028] The determination means 12 determines whether or not the crew member is serving passengers based on the crew member information, which is the detection result detected by the detection means 11. Since the crew member information includes the crew member's status, the determination means 12 can determine whether or not the crew member is serving passengers based on the crew member's status included in the crew member information.

[0029] The determination means 12 outputs the determination result to the estimation means 13 .

[0030] The estimation means 13 estimates the seat position of the passenger who is being served by the crew member based on the determination result of the determination means 12. For example, when the determination result indicates that the crew member is serving the passenger, the estimation means 13 estimates the seat position of the passenger who is being served by the crew member based on the position of the crew member included in the crew member information detected by the detection means 11. On the other hand, when the determination result indicates that the crew member is not serving the passenger, the estimation means 13 does not estimate the seat position of the passenger and waits until the crew member serves the passenger.

[0031] A seat location is a position in the cabin where a passenger sits. A seat location is identified by a seat number.

[0032] The estimation means 13 outputs the estimated seat positions of the passengers to the server 16 .

[0033] The acquisition means 14 acquires speech from at least one of the crew and passengers. The acquisition means 14 is, for example, a microphone, and acquires speech (voice from conversation) from at least one of the crew and passengers. In this embodiment, the acquisition means 14 acquires at least speech from the crew.

[0034] The acquisition means 14 converts the acquired speech from an analog signal into a digital signal and outputs it to the analysis means 15 .

[0035] The analysis means 15 analyzes the utterance acquired by the acquisition means 14. Specifically, the analysis means 15 analyzes the utterance using two methods: text analysis and AI (Artificial Intelligence) processing.

[0036] Text analysis has the function of extracting only terms from text data that match terms pre-registered in a database. Text analysis has the properties of being less accurate than AI processing in detecting passenger requests, but also of being less burdensome in terms of processing.

[0037] AI processing is a large-scale language model that uses deep learning technology to learn patterns such as language grammar, meaning, and context, and has the ability to extract only terms that indicate passenger requests from voice or text data.

[0038] The analysis means 15, for example, recognizes utterances of at least one of the crew and passengers, converts the recognized utterances into text data, and then extracts terms representing passenger requests using two methods: text analysis and AI processing. In other words, the terms include terms extracted from terms pre-registered for text analysis and terms extracted by AI processing such as a large-scale language model. The analysis means 15 has a function of extracting terms such as ordering food and drink such as "coffee" or "beer," purchasing products such as "souvenirs," borrowing or receiving amenities such as "blanket" or "hand towel" from the utterances using either of the two methods.

[0039] In addition, since it is possible that a passenger may look at the menu and point to a desired item without speaking, in this case it is preferable that the crew member speaks the passenger's request. From this perspective, the analysis means 15 may analyze at least the crew member's speech.

[0040] In addition, the analysis means 15 determines whether or not the terms resulting from analyzing the speech using text analysis match the terms resulting from analyzing the speech using AI processing.

[0041] If the terms resulting from analyzing the speech using text analysis match the terms resulting from analyzing the speech using AI processing, the analysis means 15 determines the matching terms as the passenger's request, i.e., the passenger's order content.

[0042] As described above, because the order details requested by the passengers are extracted using two methods, the results of analyzing the speech using text analysis may differ from the results of analyzing the speech using AI processing. In this case, the analysis means 15 causes the presentation device 20 to prompt the crew to confirm the order details again by speech. Specifically, when the order details obtained by analyzing the speech using text analysis differ from the order details obtained by analyzing the speech using AI processing, the analysis means 15 causes the presentation device 20 to prompt the crew to confirm the order details again by speech. For example, as shown in FIG. 2A , the presentation device 20 may prompt the crew to "Please speak again about XXX." For example, "XXX" may be "the order details." This prompts the crew to speak the order details again.

[0043] In this case, the driver confirms the order again by speaking, that is, the driver speaks the order contents, and the analysis means 15 compares the order contents, which are the result of analyzing the reconfirmed utterance, with the result of analyzing the utterance before the reconfirmation, to determine the order contents. The result of analyzing the utterance before the reconfirmation can be, for example, the result of analyzing the initial utterance, the result of analyzing the previous utterance, the result of analyzing multiple past utterances from the previous utterance, etc.

[0044] Then, the analysis means 15 outputs the order details, which are the results of analyzing the utterance, to the server 16 and the comparison means 18 .

[0045] As described above, the detection means 11 detects the position of the passenger and the estimation means 13 estimates the seat position of the passenger, but the estimation accuracy may not be high. For this reason, the crew may utter the passenger's request and the seat number of the seat where the passenger who made the request is sitting.

[0046] In this case, the analysis means 15 may analyze the passenger's seat number from the crew member's speech using two methods: text analysis and AI processing.

[0047] For example, the analysis means 15 may recognize the speech of the crew member, convert the recognized speech into text data, and then extract the seat number uttered by the crew member by two methods: text analysis and AI processing. In other words, the seat number uttered by the crew member may be extracted by text analysis from a table of all seat numbers present in the cabin that has been registered in advance, and may also be extracted by AI processing.

[0048] The analysis means 15 determines whether the results of analyzing the crew's speech using text analysis (seat numbers extracted by text analysis) match the results of analyzing the crew's speech using AI processing (seat numbers extracted by AI processing).

[0049] As described above, because passenger seat numbers are extracted using two methods, the result (seat number) of analyzing the crew member's speech using text analysis may differ from the result (seat number) of analyzing the crew member's speech using AI processing. In this case, the analysis means 15 may cause the presentation device 20 to prompt the crew member to confirm the seat number again by speech. For example, as shown in FIG. 2A , the presentation device 20 may present a prompt saying, "Please speak about XXX again." For example, "XXX" may be the "seat number." This prompts the crew member to speak the seat number again.

[0050] In this case, the crew member may confirm again by speaking, that is, by speaking the seat number, and the analysis means 15 may determine the seat number by comparing the seat number obtained as a result of analyzing the reconfirmed utterance with the seat number obtained as a result of analyzing the utterance before the reconfirmation.

[0051] Then, the analysis means 15 outputs the seat number, which is the result of the analysis, to the server 16 .

[0052] The server 16 stores passenger information relating to passengers that associates passenger requests, which are the results of analyzing the speech by the analysis means 15, with the seat positions of the passengers estimated by the estimation means 13. In other words, the server 16 stores passenger information that associates passenger requests handled by crew members with the seat positions of passengers who have been handled by the crew and who have made the requests. The server 16 is a computer system for storing, managing, and processing data.

[0053] As described above, when the server 16 acquires a seat number from the analysis means 15, the server 16 may take into account the seat number acquired from the analysis means 15 and store passenger information related to the passenger in which the passenger's request, which is a result of the analysis of the speech by the analysis means 15, is associated with the passenger's seat position estimated by the estimation means 13. For example, when the seat number acquired from the analysis means 15 differs from the passenger's seat position estimated by the estimation means 13 (e.g., the seat number indicated by the seat position), the server 16 may prioritize the seat number acquired from the analysis means 15 and store the passenger information related to the passenger in which the passenger's request is associated with the seat number. Since the seat number acquired by the analysis means 15 has higher accuracy than the seat position estimated by the estimation means 13, the seat number acquired by the analysis means 15 may be prioritized.

[0054] The presentation device 20 presents, by voice or on a screen, the results of the analysis performed by the analysis means 15, the information stored in the server 16, the results determined by the comparison means 18, the results created by the creation means 19, the results translated by the translation means 21, etc. The presentation device 20 includes a monitor for transmitting information to crew members or passengers, a speaker, a communication function such as Bluetooth, or a headphone jack, and is, for example, a smartphone or tablet terminal. The presentation device 20 may be different for crew members and passengers. In this case, the presentation device 20 for passengers may be the passenger's private smartphone or tablet, or an IFE (In-Flight Entertainment) monitor installed at each seat. The crew-carried presentation device 20 is carried by the crew member in the cabin, but this embodiment assumes that all crew members in the cabin carry one. While not all passengers necessarily need to own a presentation device 20, if an IFE monitor is used as the passenger-carried presentation device 20, all passengers will be provided with a presentation device 20.

[0055] The storage means 17 stores service information related to services that the crew can provide in the cabin. The storage means 17 is, for example, an EEPROM (Electrically Erasable Programmable Read Only Memory) or a rewritable non-volatile memory such as a flash memory. As described above, the service information is information related to services that the crew can provide to passengers. Services include food and beverages, merchandise, and amenities that the crew can provide to passengers.

[0056] The comparison means 18 compares the passenger's request, which is the result of the analysis of the speech by the analysis means 15, with the service information stored in the storage means 17. For example, if the passenger's request is "coffee," the comparison means 18 compares the passenger's request with the service information and determines whether the passenger's request, "coffee," is included in the service information.

[0057] If the passenger's request is not included in the service information, the comparison means 18 determines that the service based on the passenger's request cannot be provided, and causes the presentation device 20 to present that the service cannot be provided. In other words, the presentation device 20 presents that the service requested by the passenger cannot be provided. In this case, the crew informs the passenger that the service cannot be provided.

[0058] On the other hand, if the passenger's request is included in the service information, the comparison means 18 determines that the service based on the passenger's request can be provided, and causes the presentation device 20 to present that the service can be provided. In other words, the presentation device 20 presents that the service requested by the passenger can be provided. In this case, the crew member utters the passenger's request to determine the passenger's request. As a result, the order content, which is the passenger's request, is determined, as will be described later.

[0059] When the comparison means 18 determines that the crew can provide the service based on the passenger's request and the order contents are decided, the creation means 19 creates a service procedure based on the detection result and the service information so that the travel distance from the crew to the passenger when providing the service in response to the passenger's request and the working time for the crew to provide the service in response to the passenger's request are minimized.

[0060] The service procedures include, for example, the travel route that the crew members take to provide services in response to passenger requests, and the preparation procedures for appropriately fulfilling passenger requests.

[0061] The travel route is, for example, a travel route from the location where the crew is present to the location where food, beverages, merchandise, and amenities are stored, a travel route from the location where the crew is present with food, beverages, merchandise, and amenities to the passengers, etc. The preparation procedure is, for example, a procedure for preparing food and beverages, a procedure for preparing merchandise, a procedure for preparing amenities, etc.

[0062] The creation means 19 outputs the created service procedure to the presentation device 20 of the crew member, and causes the presentation device 20 to present the procedure. In other words, the presentation device 20 presents the service procedure. For example, as shown in FIG. 2B , the presentation device 20 presents a travel route from the location where the crew member is carrying food and beverages, merchandise, amenities, etc. to the passenger. Therefore, the crew member can provide the service to the passenger by acting in accordance with the service procedure. Note that the presentation device 20 may present locations for picking up food and beverages, merchandise, and amenities on the travel route.

[0063] Next, the information processing device 1a will be described with reference to FIGS. 2C and 2D.

[0064] Fig. 2C is another block diagram showing an information processing device 1a according to an embodiment. Fig. 2D is a diagram showing how the presentation device 20 presents a confirmation of the order contents to the passenger once the order contents have been decided. Fig. 2D (a) shows a case where the order is not translated into the passenger's native language, and Fig. 2D (b) shows a case where the translation means 21 has translated into the passenger's native language. Fig. 2D (b) shows a case where the order is translated into Japanese because the passenger's native language is Japanese.

[0065] As described above, the information processing device 1a includes a detection means 11, a determination means 12, an estimation means 13, an acquisition means 14, an analysis means 15, a server 16, a storage means 17, a comparison means 18, a creation means 19, and a presentation device 20, and may further include a translation means 21.

[0066] When the analysis unit 15 causes the presentation device 20 to present the results of the analysis of the speech, the translation unit 21 can translate the results of the analysis of the speech into the passenger's native language and present the result on the presentation device 20. For example, as shown in (a) of Fig. 2D , the presentation device 20 may present the confirmation of the order details, which is the result of the analysis of the speech, in English, which is the common language. However, as shown in (b) of Fig. 2D , the presentation device 20 may translate the confirmation of the order details, which is the result of the analysis of the speech, into Japanese, which is the passenger's native language, and present the result. Note that the common language and the native language exemplified in (a) and (b) of Fig. 2D are merely examples and are not limited to the present embodiment.

[0067] This is because passengers can register their native language in advance when registering as users, or can recognize a passenger's native language by selecting a preferred language on the IFE monitor at their seat when they sit down, or by recognizing a passenger's native language from their passport or the like when boarding an aircraft, and therefore the server 16 can associate the seat number at which the passenger sits with the passenger's native language. This allows the translation means 21 to understand the passenger's native language, and can translate the results of the speech analysis into the passenger's native language and present it on the presentation device 20. As a result, passengers can easily understand whether the order details they requested from the crew are consistent.

[0068] <Operation> Next, an example of the operation of the information processing device 1, the information processing method, and the program will be described.

[0069] (Operation Example 1) In this operation example, the overall operation of the information processing device 1 and the like will be described with reference to FIG.

[0070] FIG. 3 is a flowchart showing a first operation example of the information processing device 1.

[0071] 3, the detection means 11 detects the position and state of the crew member in the cabin (S11). The detection means 11 outputs crew member information indicating the detected position and state of the crew member to the determination means 12.

[0072] Next, the determination means 12 determines whether or not the crew member is serving a customer based on the crew member information that is the detection result detected by the detection means 11 (S12).

[0073] If the determination means 12 determines that the crew member is not currently serving a customer (NO in S12), the process returns to step S11.

[0074] On the other hand, if the determination means 12 determines that the crew member is serving a passenger (YES in S12), the estimation means 13 estimates the seat position of the passenger who is being served by the crew member based on the determination result of the determination means 12 (S13).

[0075] Next, the acquisition unit 14 acquires the speech of at least one of the crew and the passengers (S14). The acquisition unit 14 converts the acquired speech from an analog signal to a digital signal and outputs the digital signal to the analysis unit 15.

[0076] Next, the analysis means 15 analyzes the speech acquired by the acquisition means 14 and determines the order content, which is the passenger's request (S15). This allows the crew to provide the passenger with service according to the order content.

[0077] Details of the process in step S15 will be described in the next operation example 2 and subsequent steps.

[0078] (Operation Example 2) In this operation example, a case where the passenger's order content is determined based on speech in the process of step S15 in FIG. 3 will be specifically described with reference to FIG.

[0079] FIG. 4 is a flowchart showing a second operation example of the information processing device 1.

[0080] First, the analysis means 15 recognizes the speech of at least one of the crew and passengers acquired by the acquisition means 14, and converts the recognized speech into text data. Preferably, the analysis means 15 recognizes the speech of at least the crew acquired by the acquisition means 14, and converts the recognized speech into text data. The analysis means 15 analyzes the following "text data," which is the speech of at least one of the crew and passengers, using two methods: text analysis and AI processing (S21).

[0081] The analysis means 15 extracts the order details by analyzing the following "text data." This "text data" shows the conversations of the crew and passengers, and the order details ('requests') that are the results of the analysis of the conversations by the analysis means 15.

[0082] "Text Data" of Crew Members and Passengers Conversation: Passenger: Excuse me, could I have a drink, please? Cabin Attendant: Of course, we have a selection of beverages. We offer soft drinks, juice, water, tea, coffee, and we also have beer if you're interested. Passenger: Great, I'll have beer. If you have nuts please give me it. Cabin Attendant: Sure, we have nuts as well. I'll bring beer and nuts right over. Thank you. {'requests': [{'request': 'beer'}, {'request': 'nuts'}]} Conversation: Passenger: Excuse me, may I order something to drink? Cabin Attendant: Of course, we have a variety of beverages available. We offer soft drinks, juice, water, tea, coffee, and we also have beer selections. Is there anything specific you'd like to order? Passenger: Uhhm, OK, I don't need any drink at this time, thank you. Cabin Attendant: Certainly, at this moment you don't need anything. If you need any assistance, please let me know.{'requests': []} Conversation: Passenger: Hi there, could I get a drink, please? Cabin Attendant: Absolutely, we have a range of beverages to choose from - soft drinks, juice, water, tea, coffee, and also a selection of alcoholic drinks. What can I get for you? Passenger: I'll have coffee and water, please. Cabin Attendant: Sure, I'll bring coffee and water right over. Thank you. {'requests': [{'request': 'coffee'}, {'request': 'water'}]} Conversation: Passenger: Excuse me, could I have something to drink? Cabin Attendant: Of course, we offer a variety of drinks onboard, including soft drinks, juice, water, tea, coffee, and a selection of alcoholic beverages. What can I get for you? Passenger: I'd like a margarita, please. Cabin Attendant: Sorry, we don't have margarita. Any other drink do you want? Passenger: OK, then please give me gin and tonic. Cabin Attendant: Yes, we have gin and tonic. I'll bring it right over. Thank you.{'requests': [{'request': 'gin and tonic'}]} Conversation: Passenger: Hi, is it possible to order a drink? Cabin Attendant: Absolutely, we have a range of drink options such as soft drinks, juice, water, tea, coffee, and alcoholic beverages. What would you like to order today? Passenger: I'll have a Whiskey on the rocks, please. Cabin Attendant: Certainly, I'll bring that right over. Thank you. Passenger: Sorry, I wanna some snacks as well. Do you have anything? Cabin Attendant: Sure, we have nuts, potato chips and chocolates. Passenger: Then, I'd like to have potato chips please. Cabin Attendant: Certainly, I'll bring whiskey on the rocks, and potato chips soon. Thank you. Passenger: Oops, excuse me, I cancel potato chips, but can I have chocolate instead. Cabin Attendant: I understand. You cancel potato chips and order chocolate instead. I'll bring whiskey on the rocks and chocolate soon. {'requests': [{'request': 'whiskey on the rocks'}, {'request': 'chocolate'}]}.

[0083] The analysis means 15 may also analyze only the speech of the crew. In this case, the analysis means 15 analyzes the following "text data" consisting only of the crew's speech using two methods: text analysis and AI processing, and extracts the order details. The following "text data" also shows the crew's speech (CA Speaking) and the order details ('requests') that are the result of the analysis of the speech by the analysis means 15.

[0084] Crew's "Text Data" CA Speaking: Cabin Attendant: Of course, we have a selection of beverages. We offer soft drinks, juice, water, tea, coffee, and we also have beer if you're interested. Cabin Attendant: Sure, we have nuts as well. I'll bring beer and nuts right over. Thank you. {'requests': [{'request': 'beer'}]} CA Speaking: Cabin Attendant: Of course, we have a variety of beverages available. We offer soft drinks, juice, water, tea, coffee, and we also have beer selections. Is there anything specific you'd like to order? Cabin Attendant: Certainly, at this moment you don't need anything. If you need any assistance, please let me know. {'requests': []} CA Speaking: Cabin Attendant: Absolutely, we have a range of beverages to choose from - soft drinks, juice, water, tea, coffee, and also a selection of alcoholic drinks. What can I get for you? Cabin Attendant: Sure, I'll bring coffee and water right over. Thank you.{'requests': [{'request': 'coffee'}, {'request': 'water'}]} CA Speaking: Cabin Attendant: Of course, we offer a variety of drinks onboard, including soft drinks, juice, water, tea, coffee, and a selection of alcoholic beverages. What can I get for you? Cabin Attendant: Sorry, we don't have margarita. Any other drink do you want? Cabin Attendant: Yes, we have gin and tonic. I'll bring it right over. Thank you. {'requests': [{'request': 'gin and tonic'}]} CA Speaking: Cabin Attendant: Absolutely, we have a range of drink options such as soft drinks, juice, water, tea, coffee, and alcoholic beverages. What would you like to order today? Cabin Attendant: Certainly, I'll bring that right over. Thank you. Cabin Attendant: Sure, we have nuts, potato chips and chocolates. Cabin Attendant: Certainly, I'll bring whiskey on the rocks, and potato chips soon. Thank you. Cabin Attendant: I understand. You cancel potato chips and order chocolate instead.I'll bring whiskey on the rocks and chocolate soon. {'requests': [{'request': 'whiskey on the rocks'}, {'request': 'chocolate'}]} .

[0085] Next, the analysis means 15 determines whether the order details obtained as a result of analyzing the speech using text analysis match the order details obtained as a result of analyzing the speech using AI processing (S22).

[0086] For example, when the analysis means 15 analyzes the "text data" of the speech of the crew and passengers described above, the following order contents ('request') are extracted: 'beer', 'nuts', requested nothing, 'coffee', 'water', 'gin and tonic', 'whiskey on the rocks', and 'chocolate'.

[0087] For example, when the analysis means 15 analyzes the "text data" of the crew member's speech alone as described above, the following order contents ('request') are extracted: 'beer', 'nuts', request nothing, 'coffee', 'gin and tonic', 'whiskey on the rocks', and 'chocolate'.

[0088] If the order content obtained by analyzing the speech using text analysis matches the order content obtained by analyzing the speech using AI processing (YES in S22), the analysis means 15 determines the matching order content as the passenger's order content (S23).

[0089] On the other hand, if the order details obtained by analyzing the speech using text analysis differ from the order details obtained by analyzing the speech using AI processing (NO in S22), the analysis means 15 causes the presentation device 20 to present a message to the driver requesting that the order details be confirmed by speech again (S24). This prompts the driver to speak the order details again.

[0090] In this case, when the crew member speaks the order details, the analysis means 15 analyzes the order details (spoken order details) confirmed again from the crew member's speech using at least one of text analysis and AI processing (S25).

[0091] Next, the analysis means 15 compares the results of analyzing the reconfirmed order contents using at least one of the text analysis and AI processing with the results of analyzing the order contents before the reconfirmation. For example, the analysis means 15 determines whether there is any order content that occupies a majority of the results of the order content analyses performed so far (S26).

[0092] If the analysis means 15 determines that there is no order content that occupies a majority of the total order content from the results of the analysis of the order content up to this point (NO in S26), the processing returns to step S24.

[0093] On the other hand, if the analysis means 15 determines that there is a majority order content among the results of analyzing the order content up to now (YES in S26), it determines the majority order content as the passenger's order content (S27).

[0094] (Operation Example 3) In this operation example, a case where a seat number of a passenger is determined based on speech in the process of step S15 in FIG. 3 will be specifically described with reference to FIG.

[0095] FIG. 5 is a flowchart showing a third operation example of the information processing device 1.

[0096] 5, the analysis means 15 recognizes the crew member's speech acquired by the acquisition means 14 and converts the recognized crew member's speech into text data. The analysis means 15 analyzes the following "text data," which is the crew member's speech, using two methods: text analysis and AI processing (S31).

[0097] The analysis means 15 extracts the seat number by analyzing the following "text data." This "text data" shows the flight attendant's speech (CA Speaking) and the seat number ("seat") that is the result of the analysis means 15 analyzing the flight attendant's speech.

[0098] Crew's "Text Data" CA Speaking: Cabin Attendant: Of course, we have a selection of beverages. We offer soft drinks, juice, water, tea, coffee, and we also have beer if you're interested. Cabin Attendant: Sure, we have nuts as well. I'll bring beer and nuts here Seat 5 A. Thank you. {"seat": "5A”, “requests”: [{“request”: “beer”},{“request”: “nuts”}] CA Speaking: Cabin Attendant: OK, your seat is 11 C. Of course, we have a selection of beverages. We offer soft drinks, juice, water, tea, coffee, and we also have beer if you’re interested. Cabin Attendant: Sure, we have nuts as well. I’ll bring beer and nuts soon. Thank you. {"seat": "11C","requests": [{"request": "beer"}, {"request": "nuts"}] CA Speaking: Cabin Attendant: Of course, we have a selection of beverages. We offer soft drinks, juice, water, tea, coffee, and we also have beer if you're interested. Cabin Attendant: Sure, we have nuts as well. I'll bring beer and nuts soon. Thank you.{"seat": "Unknown","requests": [{"request": "beer"}, {"request": "nuts"}].

[0099] Next, the analysis means 15 determines whether the seat number obtained as a result of analyzing the crew member's speech using text analysis matches the seat number obtained as a result of analyzing the speech using AI processing (S32).

[0100] For example, when the analysis means 15 analyzes the "text data" of the speech of the crew and passengers described above, an example is shown in which "5A" and "11C" are extracted as seat numbers ("seat"), and the terms "beer" and "nuts" are extracted as the order content ("request") for seat number "5A," and the terms "beer" and "nuts" are extracted as the order content ("request") for seat number "11C." Note that in the case where the seat number is "Unknown," the analysis means 15 may cause the presentation device 20 to present a prompt to the crew to utter their seat.

[0101] If the seat number obtained by analyzing the speech using text analysis matches the seat number obtained by analyzing the speech using AI processing (YES in S32), the analysis means 15 determines the matching seat number as the passenger's seat number (S33).

[0102] On the other hand, if the seat number obtained as a result of analyzing the speech using text analysis differs from the seat number obtained as a result of analyzing the speech using AI processing (NO in S32), the analysis means 15 causes the presentation device 20 to present a message to the flight attendant requesting that the seat number be confirmed by speech again (S34). This prompts the flight attendant to speak the seat number again.

[0103] In this case, when the crew member speaks the seat number, the analysis means 15 analyzes the seat number confirmed again from the crew member's speech using at least one of text analysis and AI processing (S35).

[0104] Next, the analysis means 15 compares the results of analyzing the reconfirmed seat numbers using at least one of the text analysis and AI processing with the results of analyzing the seat numbers before the reconfirmation. Specifically, the analysis means 15 determines whether or not there is a majority seat number among the results of analyzing the seat numbers so far (S36).

[0105] If the analysis means 15 determines that there is no majority seat number among the results of the analysis of the seat numbers up to this point (NO in S36), it returns the process to step S34.

[0106] On the other hand, if the analysis means 15 determines that there is a seat number that occupies a majority of the seats based on the results of the analysis of the seat numbers up to this point (YES in S36), it determines the seat number that occupies a majority of the seats as the seat number of the passenger (S37), which allows the crew to provide service to the passenger with the determined seat number.

[0107] 7, after determining the passenger's order contents, the analysis means 15 causes the presentation device 20 to present a confirmation as to whether or not the determined order contents are acceptable. If the determined order contents are acceptable, the crew can provide the passenger with a service according to the determined order contents.

[0108] (Operation Example 4) In this operation example, an operation example for determining whether or not a service based on a passenger's request can be provided will be specifically described with reference to FIGS. 6 and 7. FIG.

[0109] Fig. 6 is a flowchart showing a fourth operation example of the information processing device 1. Fig. 7 is a diagram showing the presentation device 20 presenting a confirmation of the order contents.

[0110] First, when the passenger's order details are determined in step S15 of Fig. 3, the analysis means 15 outputs the order details, which are the results of analyzing the speech, to the server 16 and the comparison means 18. Also, when the crew member estimates the seat position of the passenger they are serving in step S13 of Fig. 3, the estimation means 13 outputs the estimated seat position of the passenger to the server 16. As a result, the server 16 stores passenger information relating to the passenger, which associates the passenger's order details with the passenger's seat position (S41).

[0111] Next, the comparison means 18 acquires the order details determined as a result of the analysis by the analysis means 15 from the passenger information in the server 16, and determines whether or not the service based on the order details can be provided (S42). Specifically, the comparison means 18 compares the order details analyzed by the analysis means 15 with the service information stored in the storage means 17.

[0112] If the order details include the service information, the comparison means 18 determines that the service based on the order details can be provided to the passenger (YES in S42), and causes the presentation device 20 to present that the service can be provided. The comparison means 18 determines the order details as the passenger's order details (S43).

[0113] When the comparison means 18 determines the passenger's order, it may display a message to the presentation device 20 to confirm whether the determined order is correct. For example, as shown in Fig. 7, the presentation device 20 may display the text "We'll bring this for you. Is that okay?", the product name of the order "hot coffee," and an image of the order.

[0114] This allows the crew to confirm whether the decided order details are correct. Also, passengers can determine whether their orders are correct. The display device 20 displays the options "Yes" and "No." If the decided order details are correct, the crew selects "Yes." If the decided order details are different from the decided order details, the crew selects "No." If "Yes" is selected, the crew can provide the passenger with service according to the decided order details. If "No" is selected, the process may be repeated from the beginning (for example, S11 in FIG. 3 or S21 in FIG. 4).

[0115] If the comparison means 18 determines that the service information is included in the order details and that the crew member is able to provide the service based on the passenger's request, and if the crew member or passenger selects "Yes," the order details are finalized. Based on the detection results and the service information, the creation means 19 then creates a service procedure that minimizes the travel distance from the crew member to the passenger and the work time required for the crew member to provide the service based on the passenger's request. The creation means 19 outputs the created service procedure to the presentation device 20 of the crew member, and causes the presentation device 20 to present the created service procedure. By acting in accordance with the service procedure, the crew member's travel distance and work time can be expected to be minimized when providing the service to the passenger.

[0116] On the other hand, if the service information is not included in the order details, the comparison means 18 determines that the service based on the order details cannot be provided to the passenger (NO in S42), and causes the presentation device 20 to present that the service cannot be provided. That is, the presentation device 20 presents to the passenger that the service based on the order details cannot be provided (S44). In this case, since the order details are not determined as the passenger's order details, the comparison means 18 may cause the presentation device 20 to present one or more services that are similar to the order details and are included in the service information as candidates. The crew can present one or more candidate services to the passenger, and the passenger can select a desired service from the presented one or more services.

[0117] Next, the comparison means 18 deletes the order details that it has determined cannot be provided to the passenger (the order details determined in step S15 in FIG. 3) (S45), and then returns to the processing of step S41.

[0118] <Operational Effects> Next, operational effects of the information processing device 1, 1a, information processing method, and program according to the present embodiment will be described.

[0119] As described above, the information processing device 1, 1a of technology 1 relating to this embodiment includes a detection means 11 that detects the position and state of a crew member in the cabin, a determination means 12 that determines whether or not the crew member is serving passengers based on the detection result detected by the detection means 11, an estimation means 13 that estimates the seat position of a passenger who is being served by the crew member based on the determination result of the determination means 12, an acquisition means 14 that acquires utterances of at least one of the crew member and the passenger, an analysis means 15 that analyzes the utterances acquired by the acquisition means 14, a server 16 that stores passenger information related to the passenger that associates the passenger's request, which is the result of the analysis of the utterances by the analysis means 15, with the passenger's seat position estimated by the estimation means 13, and a presentation device 20 that presents the passenger information stored in the server 16 by voice or on a screen.

[0120] This allows passenger requests to be acquired by analyzing the speech of at least one of the crew and the passengers. Because passenger requests can be extracted from speech alone, it is possible to reduce the burden on the crew, such as having to remember passenger requests or reconfirming passenger requests if they are overheard or misheard.

[0121] Furthermore, by the estimation means 13 estimating the seat positions of passengers, the server 16 can acquire passenger information that associates passenger requests with the seat positions of the passengers. If this passenger information is presented on the presentation device 20, the crew can easily understand which seats the passengers are requesting, and can provide appropriate services to the passengers.

[0122] Therefore, the information processing device 1, 1a can reduce the burden on crew members and provide services to passengers quickly.

[0123] In particular, since passenger information is stored in the server 16, the passenger information stored in the server 16 can be presented on the presentation device 20 carried by each crew member, thereby allowing all crew members to share the passenger information.

[0124] Furthermore, the information processing device 1, 1a of technology 2 according to this embodiment further includes a storage means 17 that stores service information regarding services that the crew can provide in the cabin, a comparison means 18 that compares the passenger requests that are the result of the analysis of the speech by the analysis means 15 with the service information stored in the storage means 17, and a creation means 19 that, when the comparison means 18 determines that the crew can provide the service based on the passenger request, creates a service procedure based on the detection result and the service information so as to minimize the travel distance from the crew to the passenger when the crew provides the service in response to the passenger request and the working time required for the crew to provide the service in response to the passenger request.

[0125] This allows the crew to determine whether or not they can provide the service requested by the passenger while serving the passenger, which reduces the need for the crew to move around the cabin to check whether or not they can provide the passenger's request, thereby preventing an increase in the crew's working hours.

[0126] Furthermore, if it is determined that the service can be provided, a service procedure is created for the crew to provide the service in response to the passenger's request, so the crew can proceed with their work in accordance with the service procedure. As a result, it is possible to prevent the crew from increasing the amount of time it takes to provide the service in response to the passenger's request, and it is possible to provide the passenger with an efficient service.

[0127] In addition, in the information processing device 1, 1a of technique 3 according to this embodiment, when the comparison means 18 determines that the service based on the passenger's request cannot be provided, it causes the presentation device 20 to present that the service cannot be provided.

[0128] This allows crew members to inform passengers that they cannot provide the service requested by the passenger while they are serving them, allowing the passenger to consider an alternative request on the spot.

[0129] Furthermore, in the information processing device 1, 1a of technique 4 relating to this embodiment, the analysis means 15 analyzes the speech using two methods, namely, text analysis and AI processing, and if the result of analyzing the speech using text analysis differs from the result of analyzing the speech using AI processing, the presentation device 20 presents the crew with a message to confirm again by speech.

[0130] According to this, speech can be analyzed using both text analysis, which has a low accuracy in analyzing speech but a light processing load, and AI processing, which has a higher accuracy in analyzing speech than text analysis but a heavier processing load. By comparing the results of analysis using the two methods, it is expected that speech can be analyzed with higher accuracy.

[0131] Furthermore, there are cases where speech cannot be analyzed accurately due to noise caused by the movement of the vehicle, commotion in the cabin, etc. Therefore, if the results of the analysis by the two methods are different, the presentation device 20 prompts the crew to confirm the speech again. This causes the crew to speak again, allowing the analysis means 15 to analyze the speech again. As a result, it is expected that speech can be analyzed with even higher accuracy.

[0132] Furthermore, in the information processing device 1, 1a of technique 5 relating to this embodiment, the analysis means 15 analyzes the speech using two methods, namely, text analysis and AI processing, and if the order content obtained by analyzing the speech using text analysis differs from the order content obtained by analyzing the speech using AI processing, the analysis means 15 causes the presentation device 20 to present a message to the driver requesting that the order content be confirmed again by speech.

[0133] According to this, speech can be analyzed using both text analysis, which has a low accuracy in analyzing speech but a light processing load, and AI processing, which has a higher accuracy in analyzing speech than text analysis but a heavier processing load. By comparing the results of the analysis using the two methods and analyzing the speech with higher accuracy, it is expected that the order details can be extracted.

[0134] Furthermore, there are cases where the speech cannot be analyzed accurately due to noise caused by the movement of the vehicle, commotion in the cabin, etc. Therefore, if the order contents resulting from the speech analysis using the two methods are different, the presentation device 20 presents the crew with a speech request to confirm the order contents again. This causes the crew to re-utter the order contents, allowing the analysis means 15 to analyze the speech again. As a result, it is expected that the speech will be analyzed with even higher accuracy and the order contents will be determined.

[0135] Furthermore, in the information processing device 1, 1a of technique 6 relating to this embodiment, when the crew member reconfirms the order contents by speech, the analysis means 15 determines the order contents by comparing the order contents obtained as a result of analyzing the reconfirmed speech with the order contents obtained as a result of analyzing the speech before the reconfirmation.

[0136] This is expected to enable more accurate analysis of speech and the determination of order contents.

[0137] Furthermore, in the information processing device 1, 1a of technique 7 relating to this embodiment, the analysis means 15 analyzes the passenger's seat number from the crew member's speech using two methods, namely, text analysis and AI processing, and if the result of analyzing the crew member's speech using text analysis differs from the result of analyzing the crew member's speech using AI processing, the analysis means 15 causes the presentation device 20 to present a message to the crew member requesting that the seat number be confirmed again by speech.

[0138] According to this method, speech can be analyzed using text analysis, which has a low accuracy in analyzing speech but a light processing load, and AI processing, which has a higher accuracy in analyzing speech than text analysis but a heavier processing load. By comparing the results of the analysis using the two methods and analyzing the speech with higher accuracy, it is expected that the seat number can be extracted.

[0139] Furthermore, there are cases where the speech cannot be analyzed accurately due to noise caused by the movement of the vehicle, commotion in the cabin, etc. Therefore, if the seat numbers obtained as a result of analyzing the speech using the two methods are different, the presentation device 20 presents the crew with a speech request to confirm the seat number again. This causes the crew to re-utter the seat number, allowing the analysis means 15 to analyze the speech again. As a result, it is expected that the speech can be analyzed with even higher accuracy and the seat number can be determined.

[0140] Furthermore, in the information processing device 1, 1a of technology 8 relating to this embodiment, when the crew member confirms the seat number again by speaking, the analysis means 15 determines the seat number by comparing the seat number obtained as a result of analyzing the reconfirmed utterance with the seat number obtained as a result of analyzing the utterance before the reconfirmation.

[0141] This is expected to enable speech analysis with even higher accuracy to determine seat numbers.

[0142] In addition, the information processing device 1a of Technology 9 according to this embodiment further includes a translation means 21 that, when the analysis means 15 causes the presentation device 20 to present the results of the analysis of the speech, translates the results of the analysis of the speech into the passenger's native language and presents the results on the presentation device 20.

[0143] According to this, the translation means 21 can translate the analyzed order contents into the passenger's native language and present it on the presentation device 20. This allows the passenger to easily understand whether the order contents he or she requested from the crew match or not. Therefore, it is expected that an increase in work time due to an order mistake by the crew can be suppressed, and a decrease in work efficiency can be suppressed.

[0144] Furthermore, the information processing method of technology 10 relating to this embodiment includes: a detection means 11 detecting the position and state of a crew member in the cabin; a determination means 12 determining whether or not the crew member is serving a passenger based on the detection result detected by the detection means 11; an estimation means 13 estimating the seat position of a passenger who is being served by the crew member based on the determination result of the determination means 12; an acquisition means 14 acquiring utterances of at least one of the crew member and the passenger; an analysis means 15 analyzing the utterances acquired by the acquisition means 14; a server 16 storing passenger information relating to the passenger that associates the passenger's request, which is the result of the analysis of the utterances by the analysis means 15, with the passenger's seat position estimated by the estimation means 13; and a presentation device 20 presenting the passenger information stored in the server 16 by voice or on a screen.

[0145] This information processing method also provides the same effects as those described above.

[0146] Furthermore, the program of technique 11 according to the present embodiment is a program for causing a computer to execute the information processing method.

[0147] This program also provides the same effects as those described above.

[0148] (Other Modifications) The information processing device, information processing method, and program according to the present disclosure have been described above based on the above-described embodiments, but the present disclosure is not limited to these embodiments. As long as the modifications do not deviate from the spirit of the present disclosure, various modifications conceivable by those skilled in the art may also be included in the scope of the present disclosure.

[0149] For example, in the information processing device according to the above embodiment, the information processing device can be replaced with an information processing system.

[0150] Furthermore, in the information processing device, information processing method, and program according to the above-described embodiments, the analysis means and comparison means cause the presentation device to present the above-described information, but for example, a control means provided in the information processing device may control the presentation of the above-described information based on the results of analysis by the analysis means and the results of comparison by the comparison means, etc.

[0151] Furthermore, the determining means, estimating means, acquiring means, analyzing means, server, comparing means, creating means, presentation device, etc. included in the information processing device according to the above-described embodiment are typically realized as an LSI, which is an integrated circuit. These may be individually implemented as single chips, or some or all of them may be integrated into a single chip.

[0152] Furthermore, the integrated circuit is not limited to an LSI, but may be realized by a dedicated circuit or a general-purpose processor. An FPGA (Field Programmable Gate Array) that can be programmed after the LSI is manufactured, or a reconfigurable processor that can reconfigure the connections and settings of circuit cells within the LSI may also be used.

[0153] In each of the above embodiments, each component may be configured with dedicated hardware, or may be realized by executing a software program suitable for each component. Each component may be realized by a program execution unit such as a CPU or processor reading and executing a software program recorded on a recording medium such as a hard disk or semiconductor memory.

[0154] The division of functional blocks in the block diagram is an example, and multiple functional blocks may be realized as a single functional block, one functional block may be divided into multiple blocks, or some functions may be moved to another functional block.Furthermore, the functions of multiple functional blocks having similar functions may be processed in parallel or in time-sharing by a single piece of hardware or software.

[0155] The order in which the steps in the flowchart are executed is merely an example for specifically explaining the present disclosure, and other orders may be used. Also, some of the steps may be executed simultaneously (in parallel) with other steps.

[0156] In addition, this disclosure also includes forms obtained by making various modifications to the above-mentioned embodiments that a person skilled in the art may think of, and forms realized by arbitrarily combining the components and functions of each embodiment within the scope that does not deviate from the intent of this disclosure.

[0157] The information processing device, information processing method, and program disclosed herein are useful in fields where services are provided in the cabin of a moving vehicle, such as crew members providing food and drink to passengers, crew members providing merchandise to passengers, and crew members providing amenities to passengers.

[0158] REFERENCE SIGNS LIST 1, 1a Information processing device 11 Detection means 12 Determination means 13 Estimation means 14 Acquisition means 15 Analysis means 16 Server 17 Storage means 18 Comparison means 19 Creation means 20 Presentation device 21 Translation means

Claims

1. An information processing device comprising: a detection means for detecting the position and status of a crew member in the cabin; a determination means for determining whether the crew member is serving passengers based on the detection result detected by the detection means; an estimation means for estimating the seat position of a passenger the crew member is serving based on the determination result of the determination means; an acquisition means for acquiring utterances from at least one of the crew member and the passenger; an analysis means for analyzing the utterances acquired by the acquisition means; a server for storing passenger information relating to the passenger that associates the passenger's request, which is the result of the analysis of the utterances by the analysis means, with the passenger's seat position estimated by the estimation means; and a presentation device for presenting the passenger information stored in the server by voice or on a screen.

2. An information processing device as described in claim 1, further comprising: a storage means for storing service information regarding services that the crew can provide within the cabin; a comparison means for comparing the passenger's request, which is the result of the analysis of the speech by the analysis means, with the service information stored in the storage means; and a creation means for, when the comparison means determines that the crew can provide the service based on the passenger's request, creating a service procedure based on the detection result and the service information so as to minimize the travel distance from the crew to the passenger when providing the service in response to the passenger's request and the working time required for the crew to provide the service in response to the passenger's request.

3. The information processing device according to claim 2, wherein, when the comparison means determines that the service based on the passenger's request cannot be provided, the comparison means causes the presentation device to present a message to that effect.

4. The information processing device according to claim 1, wherein the analysis means analyzes the utterance using two methods, namely, text analysis and AI (Artificial Intelligence) processing, and, if the result of analyzing the utterance using the text analysis differs from the result of analyzing the utterance using the AI ​​processing, causes the presentation device to present a message to the crew member requesting them to check the utterance again.

5. The information processing device according to claim 4, wherein the analysis means analyzes the speech using two methods, namely, the text analysis and the AI ​​processing, and, if the order content resulting from analyzing the speech using the text analysis differs from the order content resulting from analyzing the speech using the AI ​​processing, causes the presentation device to present a message to the crew member requesting that the order content be confirmed again using the speech.

6. An information processing device as described in claim 5, wherein when the driver confirms the order details again in the speech, the analysis means compares the order details obtained as a result of analyzing the reconfirmed speech with the order details obtained as a result of analyzing the speech before the reconfirmation, and determines the order details.

7. The information processing device according to claim 4, wherein the analysis means analyzes the seat number of the passenger from the utterance of the crew member using two methods, namely, the text analysis and the AI ​​processing, and, if the result of analyzing the utterance of the crew member using the text analysis differs from the result of analyzing the utterance of the crew member using the AI ​​processing, causes the presentation device to present a message to the crew member to confirm the seat number again using the utterance.

8. An information processing device as described in claim 7, wherein when the crew member confirms the seat number again in the utterance, the analysis means compares the seat number obtained as a result of analyzing the reconfirmed utterance with the seat number obtained as a result of analyzing the utterance before the reconfirmation, thereby determining the seat number.

9. An information processing device according to any one of claims 4 to 8, further comprising a translation means for translating the results of the analysis of the utterance into the passenger's native language and displaying the results on the presentation device when the analysis means causes the presentation device to display the results of the analysis of the utterance.

10. An information processing method comprising: a detection means detecting the position and status of a crew member in the cabin; a determination means determining whether the crew member is serving a passenger based on the detection result detected by the detection means; an estimation means estimating the seat position of the passenger the crew member is serving based on the determination result of the determination means; an acquisition means acquiring utterances from at least one of the crew member and the passenger; an analysis means analyzing the utterances acquired by the acquisition means; a server storing passenger information regarding the passenger that associates the passenger's request, which is the result of the analysis of the utterances by the analysis means, with the passenger's seat position estimated by the estimation means; and a presentation device presenting the passenger information stored in the server by voice or on a screen.

11. A program for causing a computer to execute the information processing method according to claim 10.

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