Customer Service Robot Reaction Estimation System
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Solution Overview
Problem
In customer service negotiations, personnel may miss visitor speech or fail to read visitor emotions, leading to inadequate service responses.
Innovation Solution
A customer service system utilizing a robot that acquires information on negotiation topics, detects visitor speech and behavior, estimates visitor reactions, and outputs information on these reactions to provide appropriate service.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Measurement precision
If a robot is used to detect visitor speech and behavior, then measurement precision of visitor reactions is improved, but device complexity increases
Solution Approach 1:
The system divides the complex detection task into separate functional modules: a first acquisition unit for negotiation topic information, a second acquisition unit for visitor speech and behavior detection, and an estimation unit for reaction analysis. This segmentation allows each module to specialize in specific detection aspects, improving overall measurement precision while managing system complexity through modular design.
Solution Approach 2:
The estimation unit acts as an intermediary that processes raw detection data from the second acquisition unit and transforms it into meaningful reaction estimates. This intermediary layer simplifies the complexity by providing a structured interpretation mechanism that bridges raw sensor data and actionable insights.
2Loss of information
If reaction estimation is performed based on detection results, then information completeness about visitor reactions is improved, but loss of time in processing increases
Solution Approach 1:
The system performs preliminary detection of visitor speech and behavior continuously during the negotiation process. By accumulating detection results in advance and processing them through the estimation unit in real-time, the system ensures information completeness without significant time loss, as the detection and estimation operations occur concurrently with the negotiation.
Solution Approach 2:
The detection and estimation processes operate continuously throughout the negotiation rather than as discrete post-processing steps. This continuous operation ensures that reaction information is constantly updated and complete, while minimizing time loss by eliminating idle processing intervals between detection and analysis.
Data Source
AI summary
A customer service system for providing customer service using a robot for customer service is provided. A first acquisition unit acquires first information regarding a topic provided by a person in charge of response in a negotiation between a visitor and the person in charge of response. A second acquisition unit acquires a detection result regarding speech and behavior of the visitor by the robot. An estimation unit estimates a reaction of the visitor on a basis of the detection result acquired by the second acquisition unit. An output unit outputs second information regarding the reaction estimated by the estimation unit.