WO2021229692A1 - Avatar control program, avatar control method and information processing device - Google Patents

Avatar control program, avatar control method and information processing device Download PDF

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Publication number
WO2021229692A1
WO2021229692A1 PCT/JP2020/019006 JP2020019006W WO2021229692A1 WO 2021229692 A1 WO2021229692 A1 WO 2021229692A1 JP 2020019006 W JP2020019006 W JP 2020019006W WO 2021229692 A1 WO2021229692 A1 WO 2021229692A1
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WO
WIPO (PCT)
Prior art keywords
information processing
avatar
information
processing terminal
user
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PCT/JP2020/019006
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French (fr)
Japanese (ja)
Inventor
慎二 生川
和宏 中村
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富士通株式会社
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Publication date
Application filed by 富士通株式会社 filed Critical 富士通株式会社
Priority to PCT/JP2020/019006 priority Critical patent/WO2021229692A1/en
Priority to JP2022522145A priority patent/JP7371770B2/en
Publication of WO2021229692A1 publication Critical patent/WO2021229692A1/en

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    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06F—ELECTRIC DIGITAL DATA PROCESSING
    • G06F3/00—Input arrangements for transferring data to be processed into a form capable of being handled by the computer; Output arrangements for transferring data from processing unit to output unit, e.g. interface arrangements
    • G06F3/01—Input arrangements or combined input and output arrangements for interaction between user and computer
    • G06F3/048—Interaction techniques based on graphical user interfaces [GUI]
    • G06F3/0481—Interaction techniques based on graphical user interfaces [GUI] based on specific properties of the displayed interaction object or a metaphor-based environment, e.g. interaction with desktop elements like windows or icons, or assisted by a cursor's changing behaviour or appearance
    • G—PHYSICS
    • G06—COMPUTING; CALCULATING OR COUNTING
    • G06Q—INFORMATION AND COMMUNICATION TECHNOLOGY [ICT] SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES; SYSTEMS OR METHODS SPECIALLY ADAPTED FOR ADMINISTRATIVE, COMMERCIAL, FINANCIAL, MANAGERIAL OR SUPERVISORY PURPOSES, NOT OTHERWISE PROVIDED FOR
    • G06Q50/00—Information and communication technology [ICT] specially adapted for implementation of business processes of specific business sectors, e.g. utilities or tourism
    • G06Q50/10—Services

Definitions

  • the present invention relates to an avatar control program, an avatar control method, and an information processing device.
  • chatbot is a computer system that uses artificial intelligence to interact with humans and exchange messages. Further, in a conversation with a chatbot, if a specific condition is satisfied, the conversation may be switched from the chatbot correspondence to the manned conversation.
  • Prior art is to acquire information about the user, estimate the user's condition from the acquired information, and based on the estimation result, generate information for making the character move and / or speak, and generate the generated information. There is something to output.
  • the information processing terminal receives the user attribute information acquired by the information processing terminal together with the instruction to start the conversation with the chat bot, and uses the script information determined based on the user attribute information to be used in the information processing terminal.
  • the present invention aims to control the output of an avatar according to the external environment.
  • an avatar that moves in response to an operation of the first user in the first information processing terminal is output to the second information processing terminal, and the second user in the second information processing terminal is detected.
  • the information prompting the operation corresponding to the avatar is output to the first information processing terminal and the output operation corresponding to the information is accepted by the first information processing terminal, the received operation and the said operation.
  • An avatar control program that controls the output of the avatar based on the external environment information detected by the second information processing terminal is provided.
  • FIG. 1 is an explanatory diagram showing a system configuration example of the conversation control system 100.
  • FIG. 2 is a block diagram showing a hardware configuration example of the information processing apparatus 101.
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103.
  • FIG. 4 is an explanatory diagram showing an example of the stored contents of the option management table 120.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the avatar management table 130.
  • FIG. 6 is an explanatory diagram showing an example of the stored contents of the script table 140.
  • FIG. 7 is a block diagram showing a functional configuration example of the information processing apparatus 101.
  • FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100.
  • FIG. 9 is an explanatory diagram (No.
  • FIG. 10 is an explanatory diagram showing a screen example of an operator support screen displayed on the first information processing terminal 102.
  • FIG. 11 is an explanatory diagram (No. 2) showing a screen example of a talk screen displayed on the second information processing terminal 103.
  • FIG. 12 is a flowchart (No. 1) showing an example of the avatar control processing procedure of the information processing apparatus 101.
  • FIG. 13 is a flowchart (No. 2) showing an example of the avatar control processing procedure of the information processing apparatus 101.
  • FIG. 14 is a flowchart showing an example of a specific processing procedure of the avatar output change processing.
  • the conversation control system 100 is applied to services such as store guidance and career counseling in a company by, for example, automatic response by a chatbot or manned response by an operator.
  • FIG. 1 is an explanatory diagram showing a system configuration example of the conversation control system 100.
  • the conversation control system 100 includes an information processing device 101, a first information processing terminal 102, and a second information processing terminal 103.
  • the information processing device 101, the first information processing terminal 102, and the second information processing terminal 103 are connected via a wired or wireless network 110.
  • the network 110 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like.
  • the conversation control system 100 includes, for example, a plurality of first information processing terminals 102 and a plurality of second information processing terminals 103.
  • the information processing device 101 is a computer that controls the output of the avatar.
  • the avatar is a character that moves in response to an operation of the first user in the first information processing terminal 102, and is displayed as, for example, an operator's alter ego in a virtual space on a network.
  • the information processing device 101 is, for example, a server.
  • the information processing device 101 has, for example, an option management table 120, an avatar management table 130, and a script table 140.
  • the stored contents of the option management table 120, the avatar management table 130, and the script table 140 will be described later with reference to FIGS. 4 to 6.
  • the first information processing terminal 102 is a computer used by the first user, and can operate the avatar displayed on the second information processing terminal 103.
  • the first user is, for example, an operator who responds to a user who uses the second information processing terminal 103.
  • the first user can have a conversation with the second user through the avatar displayed on the second information processing terminal 103.
  • the first information processing terminal 102 is, for example, a PC (Personal Computer), a tablet PC, or the like.
  • the second information processing terminal 103 is a computer used by the second user.
  • the second information processing terminal 103 is, for example, a digital board installed in a store, a facility, or the like and used by an unspecified number of people. Further, the second information processing terminal 103 may be a smartphone, a tablet PC, or the like rented out at a store or facility, or owned by an individual user.
  • the facility is, for example, a commercial facility, a corporate facility, a public facility, or the like.
  • the second information processing terminal 103 may be available when the second user has a conversation in the chatbot.
  • the second user searches for a desired answer or uses a service while interacting with the chatbot operator, for example, by inputting a message or selecting an option. Can be done.
  • the answer is, for example, FAQ (freaky Asked Question).
  • FAQ means "frequently asked questions" and is a collection of questions and answers to expected questions in advance.
  • the question may be a question of how to solve some problem, or it may be a spoken question. Answers include answers that indicate how to solve the question being asked and answers to spoken questions.
  • the information processing apparatus 101 has, for example, a FAQ master, a chat log DB (Database), and the like.
  • the FAQ master stores the FAQ.
  • the chat log DB stores the chat log.
  • the chat log is a conversation history related to a conversation with a second user.
  • the chat log is stored in the chat log DB in association with the room ID, for example.
  • the room ID can identify a series of conversations with chatbots and operators.
  • the avatar make movements such as waving, nodding, and laughing according to the operation of the operator.
  • the movement of the avatar can be changed according to the content of the response to the user.
  • the preferred movement of the avatar may differ depending on the time, place, weather, and so on.
  • the movement of the avatar is controlled by considering not only the content of the response to the user but also the external environment such as time, place, and weather. , Explains the avatar control method that realizes a wide variety of avatar movements.
  • FIG. 2 is a block diagram showing a hardware configuration example of the information processing apparatus 101.
  • the information processing apparatus 101 includes a CPU (Central Processing Unit) 201, a memory 202, a disk drive 203, a disk 204, a communication I / F (Interface) 205, and a portable recording medium I / F 206. , And a portable recording medium 207. Further, each component is connected by a bus 200.
  • CPU Central Processing Unit
  • the CPU 201 controls the entire information processing device 101.
  • the CPU 201 may have a plurality of cores.
  • the memory 202 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like.
  • the flash ROM stores the OS (Operating System) program
  • the ROM stores the application program
  • the RAM is used as the work area of the CPU 201.
  • the program stored in the memory 202 is loaded into the CPU 201 to cause the CPU 201 to execute the coded process.
  • the disk drive 203 controls data read / write to the disk 204 according to the control of the CPU 201.
  • the disk 204 stores the data written under the control of the disk drive 203. Examples of the disk 204 include a magnetic disk and an optical disk.
  • the communication I / F 205 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the first information processing terminal 102 and the second information processing terminal 103 shown in FIG. 1) via the network 110.
  • the communication I / F 205 controls the interface between the network 110 and the inside of the device, and controls the input / output of data from an external computer.
  • a modem, a LAN adapter, or the like can be adopted for the communication I / F 205.
  • the portable recording medium I / F 206 controls data read / write to the portable recording medium 207 according to the control of the CPU 201.
  • the portable recording medium 207 stores data written under the control of the portable recording medium I / F 206.
  • Examples of the portable recording medium 207 include a CD (Compact Disc) -ROM, a DVD (Digital Versaille Disk), and a USB (Universal Serial Bus) memory.
  • the information processing device 101 may have, for example, an SSD (Solid State Drive), an input device, a display, or the like, in addition to the above-mentioned components. Further, the information processing apparatus 101 may not have, for example, a disk drive 203, a disk 204, a portable recording medium I / F 206, and a portable recording medium 207 among the above-mentioned components.
  • an SSD Solid State Drive
  • I / F 206 portable recording medium
  • FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103.
  • the information processing terminals 102 and 103 include a CPU 301, a memory 302, a display 303, an input device 304, a communication I / F 305, a camera 306, a speaker 307, a microphone 308, and a GPS (Global Positioning). It has a System) unit 309 and. Further, each component is connected by a bus 300.
  • the CPU 301 controls the entire information processing terminals 102 and 103.
  • the CPU 301 may have a plurality of cores.
  • the memory 302 is a storage unit having, for example, a ROM, a RAM, a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and RAM is used as a work area of CPU 301.
  • the program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.
  • the display 303 is a display device that displays data such as a cursor, an icon, a toolbox, a document, an image, and functional information.
  • a liquid crystal display for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.
  • the input device 304 has keys for inputting characters, numbers, various instructions, etc., and inputs data.
  • the input device 304 may be a touch panel type input pad, a numeric keypad, or the like, or may be a keyboard, a mouse, or the like.
  • the communication I / F 305 is connected to the network 110 through a communication line, and is connected to an external computer via the network 110 (for example, the information processing device 101 shown in FIG. 1, the first information processing terminal 102, and the second information processing terminal). It is connected to 103). Then, the communication I / F 305 controls the interface between the network 110 and the inside of the own device, and controls the input / output of data from the external device.
  • the camera 306 is a photographing device that captures an image (still image or moving image) and outputs image data.
  • the speaker 307 converts an electric signal into voice and outputs the voice.
  • the microphone 308 receives voice and converts it into an electrical signal.
  • the GPS unit 309 receives radio waves from GPS satellites and outputs the position information of the information processing terminals 102 and 103.
  • the position information of the information processing terminals 102 and 103 is information for specifying one point on the earth such as latitude and longitude.
  • the satellite for example, a satellite of the quasi-zenith satellite system may be used.
  • the information processing terminals 102 and 103 may include, for example, an HDD (Hard Disk Drive), SSD, short-range wireless communication I / F, portable recording medium I / F, portable recording medium, and the like. May have.
  • the second information processing terminal 103 does not have to have the GPS unit 309.
  • the various tables 120, 130, and 140 are realized by, for example, a storage device such as a memory 202 and a disk 204 shown in FIG.
  • FIG. 4 is an explanatory diagram showing an example of the stored contents of the option management table 120.
  • the option management table 120 has fields of conversation content, option 1, option 2, option 3, option 4, and option 5, and by setting information in each field, option management information (for example, option).
  • option management information for example, option.
  • the management information 400-1 to 400-3) is stored as a record.
  • the conversation content is information that identifies the content of the conversation with the operator through the avatar and the conversation with the chatbot.
  • the conversation content indicates selected options, input information, and the like in a conversation with an operator through an avatar or a conversation with a chatbot.
  • Options 1 to 5 are options corresponding to the avatar and are prepared in association with the conversation content. Options 1 to 5 are presented, for example, to an operator who can operate the avatar. That is, the options presented to the operator are switched according to the content of the conversation with the operator through the avatar and the conversation with the chatbot.
  • the option management information 400-1 indicates options ch1 to ch4 corresponding to the conversation content C1.
  • the maximum number of options corresponding to the conversation content "5" will be described as an example, but the present invention is not limited to this.
  • the maximum number of choices may be less than 5 or greater than or equal to 6.
  • FIG. 5 is an explanatory diagram showing an example of the stored contents of the avatar management table 130.
  • the avatar management table 130 has fields for operator ID, choices, face data, external environment, and body data, and by setting information in each field, avatar management information (for example, avatar management information 500-). 1,500-2) is stored as a record.
  • the options correspond to the options that are selectively displayed on the first information processing terminal 102 (for example, options 1 to 5 shown in FIG. 4).
  • the face data is information that identifies the appearance of the face portion of the avatar.
  • face data is prepared in association with the options.
  • the external environment represents the external environment in the second information processing terminal 103 on which the avatar is displayed.
  • the external environment represents time (time, time zone, date, etc.), place, season, weather, temperature, humidity, and the like.
  • Body data is information that identifies the appearance of the body part of the avatar.
  • body data is prepared in association with the external environment.
  • the operator ID is an identifier that uniquely identifies the operator corresponding to the option.
  • the operator ID may be an identifier that uniquely identifies the first information processing terminal 102 used by the operator.
  • the avatar management information 500-1 indicates the face data fc1 and the operator OP1 corresponding to the option ch1 and the body data bd1 corresponding to the external environment E1.
  • FIG. 6 is an explanatory diagram showing an example of the stored contents of the script table 140.
  • the script table 140 has user attributes and script fields, and by setting information in each field, script management information (for example, script management information 600-1 to 600-3) is stored as a record. do.
  • the user attribute is information representing the characteristics of the user.
  • user attributes represent age, age, gender, language used, clothing, presence or absence of companion, and the like.
  • the script is information (scenario) that defines the conversation flow of the chatbot, and is prepared in association with the user attribute.
  • the script is the information that defines the chat process.
  • the talk process is a process for realizing the operation (behavior) of the chatbot.
  • the talk process is a process of speaking, a process of displaying options, a process of selecting an option according to a user operation, a process of performing a procedure according to the selected option or input information, and a process of ending the talk process. And so on.
  • a script corresponding to the user attribute is prepared in advance.
  • the FAQ that is often selected tends to change depending on the age.
  • users in their thirties and forties tend to choose FAQs for career advancement compared to users in other age groups.
  • the FAQ that is often selected tends to change depending on the language. For example, when taking a course, people who speak a language other than Japanese (for example, foreigners) tend to choose FAQs related to Japanese courses compared to people who speak Japanese.
  • the script management information 600-1 indicates the script SP1 corresponding to the user attribute UA1.
  • the FAQ that is often selected may change depending on the time and place. Therefore, in the script table 140, a script corresponding to the combination of the user attribute and the external environment may be prepared in advance.
  • FIG. 7 is a block diagram showing a functional configuration example of the information processing apparatus 101.
  • the information processing apparatus 101 includes a first output control unit 701, a second output control unit 702, a communication unit 703, a conversation control unit 704, and a storage unit 710.
  • the first output control unit 701 to the conversation control unit 704 execute the program stored in the storage device such as the memory 202, the disk 204, and the portable recording medium 207 shown in FIG. 2 in the CPU 201.
  • the function is realized by the communication I / F 205 or by the communication I / F 205.
  • the processing result of each functional unit is stored in a storage device such as a memory 202 or a disk 204, for example.
  • the storage unit 710 is realized by, for example, a storage device such as a memory 202 and a disk 204. Specifically, for example, the storage unit 710 stores the option management table 120 shown in FIG. 4, the avatar management table 130 shown in FIG. 5, the script table 140 shown in FIG. 6, the FAQ master, the chat log DB, and the like. do.
  • the first output control unit 701 outputs an avatar that moves in response to an operation of the first user in the first information processing terminal 102 to the second information processing terminal 103.
  • the first user is, for example, an operator who handles a user who uses the second information processing terminal 103.
  • An avatar is, for example, a character that is displayed as an alter ego of an operator.
  • the first output control unit 701 outputs an avatar to the second information processing terminal 103 in response to the activation of the second information processing terminal 103. Further, the first output control unit 701 attaches an avatar to the second information processing terminal 103 in response to the activation operation of the first user using the input device 304 (see FIG. 3) of the second information processing terminal 103. May be output.
  • the first output control unit 701 outputs an avatar message or an option to the second information processing terminal 103 in response to an operation of the first user in the first information processing terminal 102, for example.
  • the message or option of the avatar may be displayed on the display 303 (see FIG. 3), or may be output by voice from the speaker 307 (see FIG. 3).
  • the first output control unit 701 uses the input message as the second information when the first user inputs a message in Japanese. It may be translated into a foreign language selected by the processing terminal 103 and output to the second information processing terminal 103. Further, when a message is input in a foreign language by the second user, the first output control unit 701 translates the input message into Japanese and outputs it to the first information processing terminal 102. You may do it.
  • the first output control unit 701 may change the facial expression of the avatar according to the movement of the face of the operator (speaker) detected by the motion sensor, for example. It should be noted that what kind of avatar is output when the second information processing terminal 103 is started is set in advance, for example.
  • the second output control unit 702 When the second output control unit 702 detects the second user in the second information processing terminal 103, the second output control unit 702 outputs information prompting the operation corresponding to the avatar to the first information processing terminal 102.
  • the second user is a user who uses the second information processing terminal 103.
  • the second information processing terminal 103 is a digital board installed in a commercial facility or a store as an example, the second user is, for example, a customer.
  • the second information processing terminal 103 when the second information processing terminal 103 is a digital board installed in a corporate facility, the second user is, for example, an employee. Further, for example, when the second information processing terminal 103 is a digital board installed in a public facility, the second user is, for example, a tourist.
  • the second user is detected, for example, in the second information processing terminal 103.
  • the second information processing terminal 103 detects a second user when a person is detected from the image information taken by the camera 306 (see FIG. 3) of the own terminal. Further, the second information processing terminal 103 may detect a second user when a person is detected by a temperature sensor (not shown).
  • the second information processing terminal 103 will detect the second user when the conversation start button or the like is pressed by the user operation using the input device 304 (see FIG. 3) of the own terminal. May be good.
  • the second information processing terminal 103 detects the second user, the second information processing terminal 103 transmits information indicating that the second user has been detected to the information processing apparatus 101.
  • the information indicating that the second user has been detected may be transmitted from the second information processing terminal 103 to the information processing apparatus 101, for example, as a chat start instruction.
  • the chat start instruction is for starting a conversation with the operator through the avatar. Further, the chat start instruction may be for starting a conversation in the chatbot.
  • the chat start instruction from the second information processing terminal 103 is received by the communication unit 703.
  • the second output control unit 702 determines that, for example, when the communication unit 703 receives the chat start instruction, the second user in the second information processing terminal 103 is detected. Thereby, in the information processing apparatus 101, it can be determined that the second user in the second information processing terminal 103 has been detected.
  • the second user detection process may be performed by the information processing apparatus 101.
  • the information processing apparatus 101 receives image information taken by the camera 306 from the second information processing terminal 103, and detects a person from the received image information to detect the second user. May be good.
  • the operation corresponding to the avatar is, for example, an operation of specifying the movement of the avatar.
  • the movement of the avatar includes, for example, waving, nodding, bowing, and rejoicing.
  • the operation corresponding to the avatar may be an operation of designating an operator who responds to the user through the avatar.
  • the operation corresponding to the avatar may be an operation for designating the avatar.
  • the information prompting the operation corresponding to the avatar is, for example, an option for specifying what kind of movement the avatar should be made, or an option for specifying an operator who responds to the user through the avatar.
  • the information prompting the operation corresponding to the avatar may include a message prompting the user to select one of the options.
  • the information prompting the operation corresponding to the avatar output to the first information processing terminal 102 may be predetermined information.
  • options for specifying basic avatar actions such as waving, nodding, and rejoicing may be predetermined.
  • the second output control unit 702 may determine the information to be output based on the attribute information of the second user.
  • the information to be output is information that prompts an operation corresponding to the avatar output to the first information processing terminal 102.
  • the attribute information of the second user is information for specifying the attribute of the second user.
  • the attribute information of the second user is information that can identify the age, age, gender, language, clothes, presence / absence of a wheelchair, presence / absence of a companion, etc. of the second user.
  • the attribute information of the second user is acquired from the second information processing terminal 103.
  • the communication unit 703 receives a chat start instruction from the second information processing terminal 103, and also receives the attribute information of the second user acquired by the second information processing terminal 103. You may do it.
  • the second output control unit 702 specifies the user attribute based on the received attribute information of the second user.
  • the second output control unit 702 refers to the storage unit 710 that stores information indicating the correspondence relationship between the user attribute and the information prompting the operation corresponding to the avatar, and sets the avatar corresponding to the specified user attribute.
  • the information that prompts the corresponding operation is determined as the information to be output.
  • the second output control unit 702 outputs the determined information of the output target to the first information processing terminal 102.
  • the attribute information of the second user may be input by, for example, a user operation using the input device 304.
  • the first information processing terminal 102 transmits the input attribute information of the second user to the information processing apparatus 101 together with the chat start instruction.
  • the second information processing terminal 103 analyzes the image information taken by the camera 306 to acquire attribute information such as the age, gender, clothes, presence / absence of a wheelchair, and presence / absence of a companion of the second user. You may. Further, the second information processing terminal 103 may analyze the voice information received by the microphone 308 (see FIG. 3) to acquire attribute information such as the gender and language of the second user.
  • the communication unit 703 may receive the image information taken by the camera 306 and the voice information received by the microphone 308 as the attribute information of the second user.
  • the information processing apparatus 101 may acquire information representing a user's characteristics from, for example, received image information or voice information. That is, the process of analyzing the image information and the voice information may not be performed by the second information processing terminal 103, but may be performed by the information processing apparatus 101.
  • any existing technology may be used as a technology for acquiring information representing a user's characteristics from image information and audio information.
  • the second information processing terminal 103 or the information processing device 101 uses a method based on machine learning such as deep learning to determine the age, gender, clothes, language, presence / absence of a wheelchair, and companion from the feature quantities of images and sounds. Information such as presence / absence may be extracted.
  • the second output control unit 702 may determine the information to be output based on the information received in the conversation through the avatar in the second information processing terminal 103.
  • the information received in the conversation is information representing the content of the conversation between the first user and the second user through the avatar.
  • the information received in the conversation includes information indicating the options selected by the operation of the second user using the input device 304 (see FIG. 3) of the second information processing terminal 103, information input, and the like. Is. That is, the second output control unit 702 determines the information to be output in consideration of the conversation content through the manned avatar in the second information processing terminal 103.
  • the conversation control unit 704 may start a conversation in the chatbot in the second information processing terminal 103. Specifically, for example, when the conversation control unit 704 receives a chat start instruction for starting a chat on the chatbot, the conversation control unit 704 applies the talk applied to the conversation on the chatbot on the second information processing terminal 103. Determine the script.
  • the conversation control unit 704 specifies the user attribute based on the attribute information of the second user received from the second information processing terminal 103 together with the chat start instruction. Next, the conversation control unit 704 determines a script corresponding to the specified user attribute as a talk script with reference to the script table 140 shown in FIG.
  • the conversation control unit 704 starts a conversation with the chatbot on the second information processing terminal 103 using the determined talk script. Thereby, it is possible to control the conversation in the chatbot according to the characteristics of the second user who uses the second information processing terminal 103.
  • the second output control unit 702 may determine the information to be output based on the information received in the conversation in the chatbot in the second information processing terminal 103. That is, the second output control unit 702 determines the information to be output in consideration of the conversation content in the chatbot in the second information processing terminal 103.
  • the second output control unit 702 specifies the conversation content based on the information received in the conversation through the avatar or the conversation in the chatbot. Then, the second output control unit 702 determines the option corresponding to the specified conversation content as the information to be output by referring to the option management table 120 shown in FIG.
  • the conversation content specified from the information received in the conversation through the avatar or the conversation in the chatbot is referred to as "conversation content C1".
  • the conversation content C1 is, for example, a combination of options selected in a conversation through an avatar or a conversation in a chatbot.
  • the second output control unit 702 determines, for example, the options ch1 to ch4 corresponding to the specified conversation content C1 as the information to be output by referring to the option management table 120.
  • the options ch1 to ch4 are, for example, options for designating the movement of the avatar, options for designating an operator who responds to the user through the avatar, and the like.
  • the information received in the conversation through the avatar or the conversation in the chatbot is specified, for example, from the chat log DB (not shown). Further, an output example of information for prompting an operation corresponding to the avatar, which is output to the first information processing terminal 102, will be described later with reference to FIG.
  • the first output control unit 701 is based on the received operation and the external environment information detected by the second information processing terminal 103. And control the output of the avatar.
  • the external environment information is information representing the external environment in the second information processing terminal 103 on which the avatar is displayed.
  • external environmental information represents time, place, season, weather, temperature, humidity, etc.
  • the time is, for example, a time, a time zone, a date, and the like.
  • the external environment information is acquired from the second information processing terminal 103.
  • the communication unit 703 may receive the chat start instruction from the second information processing terminal 103 and also receive the external environment information detected by the second information processing terminal 103. ..
  • the second information processing terminal 103 detects external environmental information representing time, season, weather, temperature, humidity, etc., for example, by using an environment sensor (not shown) or by inquiring to an external server. Further, the second information processing terminal 103 may detect the position information indicating the current position of the own terminal as the external environment information indicating the location by the GPS unit 309 (see FIG. 3).
  • the first output control unit 701 determines the movement of the avatar based on the received operation and the external environment information detected by the second information processing terminal 103. Then, the first output control unit 701 changes the output of the avatar based on the determined movement.
  • the first information processing terminal 102 accepts an operation of selecting an option for designating the movement of the avatar, which is "waving", by the operation of the first user using the input device 304. ..
  • the first output control unit 701 accepts an operation of selecting an option for designating the movement of the avatar, "waving", from the first information processing terminal 102.
  • the first output control unit 701 determines how the avatar "waving" according to the external environment specified from the external environment information detected by the second information processing terminal 103. Change the output of the avatar. How to adjust the movement of the avatar according to the external environment is set in advance, for example.
  • the first output control unit 701 refers to the storage unit 710 and determines the content of the avatar's movement of "waving" according to the external environment.
  • the storage unit 710 stores information indicating the correspondence between the content of the movement and the external environment for each movement of the avatar.
  • the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "time zone: daytime”.
  • the first output control unit 701 may change the output of the avatar so as to wave the hand with a brighter and larger motion than the time zone at night, for example.
  • the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "temperature: below freezing point".
  • the first output control unit 701 may change the output of the avatar so as to wave the hand as if trembling in the cold, for example.
  • the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "location: hotel".
  • the first output control unit 701 changes the output of the avatar so that, for example, the hotel man waved his hand as if he were seeing off the customer.
  • the first output control unit 701 may change the output of the face portion of the avatar based on the received operation.
  • the first information processing terminal 102 accepts an operation of selecting an option for designating an operator OP by an operation of the first user using the input device 304.
  • the first output control unit 701 receives an operation of selecting an option for designating the operator OP from the first information processing terminal 102. Then, the first output control unit 701 changes the face portion of the avatar to the face of the avatar corresponding to the designated operator OP. This makes it possible to change the face of the avatar according to the operator who responds to the user.
  • the first output control unit 701 may switch the first information processing terminal 102 to which the second information processing terminal 103 is connected when the first user is switched based on the received operation. good. For example, when the first user switches from "operator OP1" to "operator OP2", the first output control unit 701 connects the first information processing terminal 102 to which the second information processing terminal 103 is connected to the operator. Switch to the first information processing terminal 102 used by OP2.
  • the first output control unit 701 may change the output of the body part of the avatar based on the external environment information detected by the second information processing terminal 103.
  • the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "season: summer”.
  • the first output control unit 701 changes, for example, the body part of the avatar to a body wearing summer clothes.
  • the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "location: hotel".
  • the first output control unit 701 changes, for example, the body part of the avatar to a body wearing a hotel uniform.
  • the clothes of the avatar can be changed according to the place where the second information processing terminal 103 is installed and the season.
  • the first output control unit 701 specifies the avatar management information corresponding to the received operation with reference to the avatar management table 130 shown in FIG. As an example, it is assumed that an operation for selecting option ch1 is accepted. Further, the external environment specified from the external environment information detected by the second information processing terminal 103 is referred to as "E2".
  • the first output control unit 701 refers to the avatar management table 130 and specifies the avatar management information 500-2 corresponding to the option ch1 and corresponding to the external environment E2. Then, the first output control unit 701 changes the face portion of the avatar based on the face data fc1 with reference to the avatar management information 500-2.
  • the first output control unit 701 changes the body part of the avatar based on the body data bd2 with reference to the avatar management information 500-2.
  • the first output control unit 701 refers to the avatar management information 500-2 and uses the first information processing terminal 102 to which the second information processing terminal 103 is connected to be used by the operator OP2. Switch to terminal 102.
  • the first output control unit 701 may not change the output of the face portion and the body portion of the avatar.
  • the first output control unit 701 may determine whether or not there is history information corresponding to the second user. .. Then, when there is history information corresponding to the second user, the first output control unit 701 may control the output of the avatar based on the information of the avatar included in the history information.
  • the history information is information indicating that the second user has used the second information processing terminal 103.
  • the history information includes, for example, identification information that uniquely identifies the second user and information that can identify the avatar output when the second user uses the second information processing terminal 103.
  • the identification information that uniquely identifies the second user is, for example, a member ID.
  • the second information processing terminal 103 is installed in a corporate facility and an employee ID is input when the second information processing terminal 103 is used.
  • the identification information that uniquely identifies the second user is, for example, an employee ID.
  • the member ID and employee ID are included in the chat start instruction, for example.
  • the user attribute may be specified from the member ID and the employee ID.
  • the gender, age, years of service, annual income, etc. of the second user can be specified as user attributes.
  • Information that can identify an avatar includes, for example, information that identifies a face part and a body part of an avatar.
  • the information for specifying the face portion and the body portion of the avatar is, for example, the face data and the body data of the avatar displayed when the conversation through the avatar in the second information processing terminal 103 is completed.
  • the information that can identify the avatar may include information that identifies the operator corresponding to the avatar.
  • the information that identifies the operator is, for example, the operator ID of the operator who is responding to the second user immediately before the end of the conversation.
  • the history information is stored in, for example, a history information DB (not shown) of the information processing apparatus 101 when the conversation through the avatar in the second information processing terminal 103 is completed.
  • the first output control unit 701 refers to the history information DB and determines whether or not there is history information including the employee ID included in the chat start instruction. Here, if there is no history information including the employee ID, the first output control unit 701 does not change the output of the avatar based on the history information.
  • the first output control unit 701 changes the face part of the avatar to be output to the second information processing terminal 103 based on the face data included in the history information. Further, the first output control unit 701 changes the body part of the avatar based on the body data 2 included in the history information. Further, the first output control unit 701 switches the first information processing terminal 102 to which the second information processing terminal 103 is connected to the first information processing terminal 102 corresponding to the operator ID included in the history information. .. As a result, the same operator as the previous time can respond to the second user through the avatar having the same appearance as the previous time, and the character can be made consistent.
  • the first output control unit 701 detects a second user existing around the second information processing terminal 103
  • the first output control unit 701 provides information for prompting an operation on the second information processing terminal 103. It may be output to the information processing terminal 103 of.
  • the information prompting the operation on the second information processing terminal 103 may be a message such as "Hello. You there! That makes you aware of the existence of the second information processing terminal 103.
  • the second user existing around the second information processing terminal 103 is, for example, from the image information taken by the camera 306 of the second information processing terminal 103, or the temperature sensor of the second information processing terminal 103. Detected by (not shown). Specifically, for example, the first output control unit 701 decides to output a message such as "Hello. You there! As an avatar's remark from the speaker 307 of the second information processing terminal 103. May be good. As a result, for example, it is possible to actively call on visitors to commercial facilities and stores to increase customer service opportunities using the second information processing terminal 103.
  • each functional unit of the information processing apparatus 101 described above may be realized by a plurality of computers in the conversation control system 100.
  • the functional unit of the information processing apparatus 101 described above may be realized by the information processing apparatus 101, the first information processing terminal 102, and the second information processing terminal 103, respectively, by sharing the functions.
  • FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100.
  • the information processing apparatus 101 outputs an avatar av that moves in response to an operation of the operator OP1 in the first information processing terminal 102 to the second information processing terminal 103.
  • the information processing apparatus 101 detects the user U1 in the second information processing terminal 103, the information processing apparatus 101 outputs options # 1 to # 3 for prompting an operation corresponding to the avatar av to the first information processing terminal 102.
  • Options # 1 to # 3 are options for designating the movement of the avatar av and the operator who responds to the user U1 through the avatar av.
  • the information processing device 101 accepts the operation of selecting the output options # 1 to # 3 in the first information processing terminal 102, the accepted operation and the external environment information detected by the second information processing terminal 103 are used. Based on this, the output of the avatar av is controlled.
  • the information processing apparatus 101 determines the movement of the avatar av based on the received operation and the external environment information detected by the second information processing terminal 103, and outputs the avatar av based on the determined movement. Control. For example, if the option to specify the movement of the avatar "waving" is selected and the external environment specified from the external environment information is "temperature: below freezing point", the hand feels like trembling in the cold. The movement of the avatar av can be controlled as if it were shaken.
  • the information processing device 101 changes the output of the face portion fc of the avatar av based on the received operation. For example, when the option for designating the operator OP is selected, the face portion fc of the avatar av can be changed to the face of the avatar av corresponding to the designated operator OP.
  • the information processing device 101 changes the output of the body part bd of the avatar av based on the external environment information detected by the second information processing terminal 103. For example, when the external environment specified from the external environment information is "temperature: below freezing point", the body part bd of the avatar can be changed to a body wearing winter clothes.
  • the second information processing terminal 103 is a digital board installed in a corporate facility and used by employees.
  • manned support is performed through an avatar by escalation from chatbot support.
  • the user attribute specified from the attribute information of the second user acquired by the second information processing terminal 103 is defined as "30s x male”.
  • the information processing apparatus 101 refers to the script table 140 and starts a conversation in the chatbot on the second information processing terminal 103 by using the talk script corresponding to the user attribute "30s x male".
  • the talk script corresponding to the user attribute "30s x male” is, for example, a script for having a conversation about career advancement.
  • FIG. 9 is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the second information processing terminal 103.
  • the talk screen 900 is a talk screen displayed on the second information processing terminal 103 when the second user on the second information processing terminal 103 is detected and a conversation on the chatbot is started.
  • the avatar av represents a chatbot character or a character that moves in response to an operator operation.
  • the selection buttons 901 and 902 regarding career advancement are displayed in a conversational format.
  • the selection button 901 is selected by the operation input of the second user using the input device 304 of the second information processing terminal 103, it is possible to have a conversation about a course popular among people in their thirties.
  • the selection button 902 is selected on the talk screen 900, a conversation about a course related to DX (Digital Transformation) can be performed.
  • the language buttons b1, b2, b3, and b4 are selected on the talk screen 900, the language used can be switched. For example, if the language button b2 is selected, the language used can be switched from Japanese to English.
  • the talk screen 900 is updated.
  • the selection button 901 is selected on the talk screen 900.
  • the talk screen 900 displays the message m2 of the avatar av and the selection buttons 911 to 919 for listening to the desired content of the second user in a conversational format.
  • the second user can select the desired content for the course he / she wants to take by selecting an option such as the selection buttons 911 to 919.
  • the chatbot support is switched to the manned support through the avatar av.
  • the operator support screen 1000 as shown in FIG. 10 is displayed on the display 303 of the first information processing terminal 102, and the chatbot support is switched to the manned support through the avatar av.
  • FIG. 10 is an explanatory diagram showing a screen example of an operator support screen displayed on the first information processing terminal 102.
  • the operator support screen 1000 is an example of an operation screen that supports the operation of the operator.
  • the operator is a first user who uses the first information processing terminal 102.
  • the operator support screen 1000 includes a talk screen 900 and a conversation history 1010.
  • the talk screen 900 is a talk screen displayed on the second information processing terminal 103, and the display content is switched in synchronization with the talk screen displayed on the second information processing terminal 103.
  • the conversation history 1010 is information indicating the contents of the conversation performed in the second information processing terminal 103.
  • the operator can confirm the screen contents displayed on the second information processing terminal 103 by the talk screen 900 in the operator support screen 1000. Further, the operator can confirm the content of the conversation held in the second information processing terminal 103 by the conversation history 1010.
  • the operator support screen 1000 includes operation buttons b11 to b13.
  • the operation button b11 is selected by the operation input of the operator using the input device 304 of the first information processing terminal 102, the avatar av can be made to wave. At this time, the movement of waving the avatar av is controlled according to the external environment of the second information processing terminal 103.
  • the avatar av can be made to make a nod movement.
  • the nodding movement of the avatar av is controlled according to the external environment of the second information processing terminal 103.
  • the avatar av can be made to move quietly.
  • the happy movement of the avatar av is controlled according to the external environment of the second information processing terminal 103.
  • the operator support screen 1000 includes a voice synthesis button b14 and a QR sending button b15.
  • the voice synthesis button b14 is selected on the operator support screen 1000, the text input in the first information processing terminal 102 can be converted into voice and output to the second information processing terminal 103. ..
  • the QR (Quick Response) code can be output to the second information processing terminal 103.
  • the QR code is information that identifies, for example, a script that introduces a recommended course by a chatbot. QR code is a registered trademark.
  • the second user can read the QR code displayed on the digital board (second information processing terminal 103) by his / her smartphone (second information processing terminal 103), for example, to read the QR code displayed on the digital board (second information processing terminal 103).
  • You can start a chatbot conversation at.
  • the QR code to be output to the second information processing terminal 103 can be arbitrarily selected according to the operation of the first user in the first information processing terminal 102, for example.
  • options 1021 to 1023 are displayed together with the message 1020.
  • the message 1020 and the options 1021 to 1023 are examples of information prompting an operation corresponding to the avatar output to the second information processing terminal 103.
  • the message 1020 and the options 1021 to 1023 are information determined according to the conversation content on the talk screen 900 (for example, the desired content of the course that the second user wants to take).
  • the message 1020 is a message prompting to specify an operator who responds to the second user.
  • Options 1021 to 1023 are options for designating an operator who responds to the second user.
  • the operator candidates with abundant knowledge about the course suitable for the desired content of the second user are presented as options 1021 to 1023.
  • the operator can determine which operator should respond by referring to, for example, the talk screen 900 or the conversation history 1010.
  • the operator support screen 1000 may display an image of the second user taken by the camera 306 of the second information processing terminal 103. In this case, the operator can confirm what kind of person the second user is and determine which operator should respond.
  • option 1022 is selected on the operator support screen 1000.
  • the talk screen 1100 as shown in FIG. 11 is displayed on the display 303 of the second information processing terminal 103. ..
  • FIG. 11 is an explanatory diagram (No. 2) showing a screen example of the talk screen displayed on the second information processing terminal 103.
  • the talk screen 1100 is an example of a talk screen displayed on the second information processing terminal 103 when a “person in charge for a foreign language course” is designated as an operator.
  • the first information processing terminal 102 to which the second information processing terminal 103 is connected is used by the "person in charge of the foreign language course". It switches to the information processing terminal 102 of 1. Further, on the talk screen 1100, information 1110 indicating that manned support is in progress is displayed.
  • the avatar av represents a character that moves according to the operation of an operator who is a "person in charge of a foreign language course".
  • the face portion of the avatar av is modified based on the face data (for example, see FIG. 5) corresponding to the option 1022 selected on the operator support screen 1000 shown in FIG.
  • the body part of the avatar av is changed based on the body data (for example, see FIG. 5) corresponding to the external environment specified from the external environment information detected by the second information processing terminal 103.
  • the external environment specified from the external environment information is "season: summer"
  • the body is changed to a body wearing summer clothes.
  • the operator who is the "person in charge of the foreign language course" can have a conversation with the second user through the avatar av.
  • the face part and the body part are changed from the avatar av shown in FIG. 9, it is possible to direct the second user as if he / she is having a conversation with another person.
  • the message m11 from the operator who is the "person in charge for the foreign language course” is displayed through the avatar av. Further, the message m12 of the second user is input in response to the question from the operator by the message m11. Further, for the message m12 of the second user, the message m13 from the operator who is the "person in charge for the foreign language course" is displayed through the avatar av.
  • FIG. 12 and 13 are flowcharts showing an example of the avatar control processing procedure of the information processing apparatus 101.
  • the information processing apparatus 101 outputs an avatar that moves in response to an operation of the first user in the first information processing terminal 102 to the second information processing terminal 103 (step S1201).
  • the chat start instruction is a chat start instruction for starting a conversation with the chatbot.
  • the information processing apparatus 101 waits for receiving the attribute information and the external environment information of the second user together with the chat start instruction (step S1202: No).
  • the information processing apparatus 101 receives the attribute information of the second user and the external environment information together with the chat start instruction (step S1202: Yes)
  • the information processing apparatus 101 sets the user attribute based on the received attribute information of the second user. Specify (step S1203).
  • the information processing apparatus 101 refers to the script table 140 and determines the script corresponding to the specified user attribute as the talk script (step S1204).
  • the talk script is a script applied to a conversation in a chatbot at the second information processing terminal 103.
  • the information processing apparatus 101 starts a conversation with the chatbot on the second information processing terminal 103 using the determined talk script (step S1205).
  • the information processing apparatus 101 determines whether or not a specific condition is satisfied based on the information received in the conversation in the chatbot at the second information processing terminal 103 (step S1206).
  • the information processing apparatus 101 sets a specific condition when the conversation content in the chatbot in the second information processing terminal 103 corresponds to any conversation content in the option management table 120. Judge to meet. On the other hand, if it does not correspond to any conversation content in the option management table 120, the information processing apparatus 101 determines that the specific condition is not satisfied.
  • step S1205 determines whether or not to end the conversation in the chatbot at the second information processing terminal 103 (step S1207). ..
  • the conversation in the chatbot ends, for example, according to the talk script or according to the end operation of the second user.
  • step S1207: No if the conversation in the chatbot is not ended (step S1207: No), the information processing apparatus 101 returns to step S1206. On the other hand, when ending the conversation in the chatbot (step S1207: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1206 when a specific condition is satisfied (step S1206: Yes), the information processing apparatus 101 switches from chatbot correspondence to manned conversation (step S1208), and proceeds to step S1301 shown in FIG. ..
  • the information processing apparatus 101 refers to the option management table 120, and selects the options corresponding to the conversation contents in the chatbot in the second information processing terminal 103, the first information processing terminal 102. Is output to (step S1301). Specifically, for example, the information processing apparatus 101 displays options corresponding to the conversation content in the chatbot on the operator support screen 1000 as shown in FIG.
  • the information processing apparatus 101 determines whether or not any of the output options has been selected (step S1302).
  • the information processing apparatus 101 waits for one of the options to be selected (step S1302: No).
  • the information processing apparatus 101 executes the avatar output change process (step S1303).
  • the avatar output change process is a process of controlling the output of the avatar displayed on the second information processing terminal 103 according to the selected option.
  • the specific processing procedure of the avatar output change processing will be described later with reference to FIG.
  • the information processing apparatus 101 determines whether or not a specific condition is satisfied based on the information received in the conversation through the avatar in the second information processing terminal 103 (step S1304). Specifically, for example, the information processing apparatus 101 determines that a specific condition is satisfied when the conversation content through the avatar for manned correspondence corresponds to any conversation content in the option management table 120. On the other hand, if it does not correspond to any conversation content in the option management table 120, the information processing apparatus 101 determines that the specific condition is not satisfied.
  • step S1304 determines whether or not to end the conversation through the avatar by the manned correspondence in the second information processing terminal 103 (step). S1305). It should be noted that the conversation through the avatar by manned correspondence ends, for example, in response to the end operation of the second user.
  • step S1305: No when the conversation through the avatar by manned correspondence is not ended (step S1305: No), the information processing apparatus 101 returns to step S1304.
  • step S1305: Yes when ending the conversation through the avatar by manned correspondence (step S1305: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
  • step S1304 when a specific condition is satisfied in step S1304 (step S1304: Yes), the information processing apparatus 101 refers to the option management table 120 and passes the manned avatar in the second information processing terminal 103. The option corresponding to the content of the conversation is output to the first information processing terminal 102 (step S1306), and the process returns to step S1302.
  • chatbot support enables manned support through avatars.
  • FIG. 14 is a flowchart showing an example of a specific processing procedure of the avatar output change processing.
  • the information processing apparatus 101 identifies the external environment of the second information processing terminal 103 based on the external environment information received in step S1202 shown in FIG. 12 (step S1401).
  • the information processing apparatus 101 determines whether or not the option selected in step S1302 shown in FIG. 13 specifies the movement of the avatar or the operator (step S1402).
  • step S1402 movement of the avatar
  • step S1403 movement of the avatar
  • step S1404 changes the output of the avatar displayed on the second information processing terminal 103 based on the determined movement
  • step S1402 operator
  • the information processing apparatus 101 refers to the avatar management table 130 and specifies the avatar management information corresponding to the selected option (step S1405).
  • the information processing apparatus 101 identifies the face data of the avatar with reference to the identified avatar management information (step S1406).
  • the information processing apparatus 101 refers to the specified avatar management information and specifies the body data of the avatar corresponding to the specified external environment (step S1407).
  • the information processing apparatus 101 refers to the specified avatar management information and switches the first information processing terminal 102 to which the second information processing terminal 103 is connected (step S1408).
  • the information processing apparatus 101 changes the output of the avatar displayed on the second information processing terminal 103 based on the specified face data and body data (step S1409), and calls the avatar output change process. return.
  • the face part and body part of the avatar can be changed according to the operator who responds to the user.
  • the avatar that moves in response to the operation of the first user in the first information processing terminal 102 is output to the second information processing terminal 103.
  • the information prompting the operation corresponding to the avatar can be output to the first information processing terminal 102.
  • the information for prompting an operation corresponding to the avatar is, for example, information for prompting an operation for designating an operation of the avatar, or information for prompting an operation for designating an operator who responds to a second user through the avatar.
  • the information processing apparatus 101 when the operation corresponding to the output information is received by the first information processing terminal 102, it is based on the received operation and the external environment information detected by the second information processing terminal 103. And you can control the output of the avatar.
  • the movement of the avatar is determined based on the received operation and the external environment information detected by the second information processing terminal 103, and the output of the avatar is output based on the determined movement. Can be changed.
  • the output of the face part of the avatar can be changed based on the received operation, and the output of the body part of the avatar can be changed based on the external environment information.
  • the body part (appearance) of the avatar can be changed according to the external environment of the second information processing terminal 103.
  • the clothes of the avatar can be changed according to the place where the second information processing terminal 103 is installed and the season.
  • the external environment of the second information processing terminal 103 is "place: hotel”
  • the body part of the avatar can be changed to dress like a hotel man.
  • the external environment of the second information processing terminal 103 is "season: summer”
  • the body part of the avatar can be changed to the clothes of summer clothes.
  • the information processing apparatus 101 when the second user in the second information processing terminal 103 is detected, it is determined whether or not there is history information corresponding to the second user, and the second user is dealt with. If there is history information, the output of the avatar can be controlled based on the information of the avatar included in the history information.
  • the same operator as the previous time can respond to the second user through the avatar having the same appearance as when the second user used the second information processing terminal 103 last time. It can be consistent.
  • the first information processing information prompts the operation corresponding to the avatar based on the attribute information of the second user. It can be output to the terminal 102.
  • the avatar corresponds to the avatar based on the information received in the conversation through the avatar in the second information processing terminal 103.
  • Information prompting the operation can be output to the first information processing terminal 102.
  • the conversation in the chatbot in the second information processing terminal 103 is started and accepted in the conversation in the chatbot.
  • information prompting an operation corresponding to the movement of the avatar can be output to the first information processing terminal 102.
  • the avatar control method described in this embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation.
  • This avatar control program is recorded on a computer-readable recording medium such as a hard disk, flexible disk, CD-ROM, DVD, or USB memory, and is executed by being read from the recording medium by the computer. Further, this avatar control program may be distributed via a network such as the Internet.
  • the information processing apparatus 101 described in the present embodiment can also be realized by a standard cell, an IC for a specific use such as a structured ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device) such as an FPGA.
  • a standard cell an IC for a specific use such as a structured ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device) such as an FPGA.
  • Conversation control system 101
  • Information processing device 102
  • First information processing terminal 103
  • Second information processing terminal 110
  • Network 120
  • Choice management table 130 Avatar management table 140
  • Script table 200
  • 300 Bus 201 301
  • CPU 202 302
  • Memory 203 Disk drive 204
  • Disk 205 305
  • Communication I / F 206
  • Portable recording medium I / F
  • Portable recording medium 303
  • Display 304 Input device
  • Speaker 308 Microphone 309
  • Second output control unit 703
  • Conversation control unit 710 Storage unit 900, 1100 Talk screen 1000

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Abstract

An information processing device (101) outputs an avatar (av), which moves according to an operation by an operator (OP1) on a first information processing terminal (102), to a second information processing terminal (103). When a user (U1) is detected on the second information processing terminal (103), the information processing device (101) outputs choices (#1-#3) prompting an operation corresponding to the avatar (av) to the first information processing terminal (102). The choices (#1-#3) are to be selected by the operator and include, for example, movement of the avatar (av) and a response to the user (U1) via the avatar (av). When an operation for selecting an outputted choice (#1-#3) is received on the first information processing terminal (102), the information processing device (101) determines the movement of the avatar (av) on the basis of the received operation and external environment information detected by the second information processing terminal (103), and controls the output of the avatar (av) on the basis of the determined movement.

Description

アバター制御プログラム、アバター制御方法および情報処理装置Avatar control program, avatar control method and information processing device
　本発明は、アバター制御プログラム、アバター制御方法および情報処理装置に関する。 The present invention relates to an avatar control program, an avatar control method, and an information processing device.
　近年、チャットボットと呼ばれる技術を利用した自動応答システムがある。チャットボットは、人工知能を利用して、人間との対話やメッセージのやりとりを行うコンピュータシステムである。また、チャットボットでの会話において、特定の条件を満たす場合に、チャットボット対応から有人対応の会話に切り替える場合がある。 In recent years, there is an automatic response system that uses a technology called a chatbot. A chatbot is a computer system that uses artificial intelligence to interact with humans and exchange messages. Further, in a conversation with a chatbot, if a specific condition is satisfied, the conversation may be switched from the chatbot correspondence to the manned conversation.
　先行技術としては、ユーザに関する情報を取得し、取得した情報からユーザの状態を推定し、推定結果に基づいて、キャラクターに動作および／または発言を行わせるための情報を生成し、生成した情報を出力するものがある。また、情報処理端末から、チャットボットとの会話の開始指示とともに、情報処理端末が取得したユーザの属性情報を受信し、ユーザの属性情報に基づいて決定されるスクリプト情報を用いて、情報処理端末におけるチャットボットとの会話を開始する技術がある。また、リアルタイム会話の解析に基づいて、電話呼がボットから人間に移行されるべきかどうかを決定し、移行されるべきであるとの決定に応答して、ボットから人間へ電話呼を移行させる技術がある。 Prior art is to acquire information about the user, estimate the user's condition from the acquired information, and based on the estimation result, generate information for making the character move and / or speak, and generate the generated information. There is something to output. In addition, the information processing terminal receives the user attribute information acquired by the information processing terminal together with the instruction to start the conversation with the chat bot, and uses the script information determined based on the user attribute information to be used in the information processing terminal. There is a technique to start a conversation with a chatbot in. It also determines if the phone call should be transferred from the bot to the human based on the analysis of the real-time conversation, and in response to the decision that it should be transferred, the phone call is transferred from the bot to the human. There is technology.
特開２０１９－１３９１７０号公報Japanese Unexamined Patent Publication No. 2019-139170 特許第６６４８８７６号公報Japanese Patent No. 6648876 特表２０１９－５２２９１４号公報Special Table 2019-522914
　しかしながら、従来技術では、デジタルボードなどに表示されるアバターを通して、オペレータがユーザへの応対を行うにあたり、アバターの動きが定型的なものとなるという問題がある。 However, in the conventional technology, there is a problem that the movement of the avatar becomes standard when the operator responds to the user through the avatar displayed on the digital board or the like.
　一つの側面では、本発明は、外部環境に合わせてアバターの出力を制御することを目的とする。 In one aspect, the present invention aims to control the output of an avatar according to the external environment.
　１つの実施態様では、第１の情報処理端末における第１のユーザの操作に応じて動くアバターを第２の情報処理端末に出力し、前記第２の情報処理端末における第２のユーザを検出した場合、前記アバターに対応する操作を促す情報を前記第１の情報処理端末に出力し、出力した前記情報に対応する操作を前記第１の情報処理端末において受け付けた場合、受け付けた前記操作と前記第２の情報処理端末が検出した外部環境情報とに基づいて、前記アバターの出力を制御する、アバター制御プログラムが提供される。 In one embodiment, an avatar that moves in response to an operation of the first user in the first information processing terminal is output to the second information processing terminal, and the second user in the second information processing terminal is detected. In this case, when the information prompting the operation corresponding to the avatar is output to the first information processing terminal and the output operation corresponding to the information is accepted by the first information processing terminal, the received operation and the said operation. An avatar control program that controls the output of the avatar based on the external environment information detected by the second information processing terminal is provided.
　本発明の一側面によれば、外部環境に合わせてアバターの出力を制御することができるという効果を奏する。 According to one aspect of the present invention, there is an effect that the output of the avatar can be controlled according to the external environment.
図１は、会話制御システム１００のシステム構成例を示す説明図である。FIG. 1 is an explanatory diagram showing a system configuration example of the conversation control system 100. 図２は、情報処理装置１０１のハードウェア構成例を示すブロック図である。FIG. 2 is a block diagram showing a hardware configuration example of the information processing apparatus 101. 図３は、情報処理端末１０２，１０３のハードウェア構成例を示すブロック図である。FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103. 図４は、選択肢管理テーブル１２０の記憶内容の一例を示す説明図である。FIG. 4 is an explanatory diagram showing an example of the stored contents of the option management table 120. 図５は、アバター管理テーブル１３０の記憶内容の一例を示す説明図である。FIG. 5 is an explanatory diagram showing an example of the stored contents of the avatar management table 130. 図６は、スクリプトテーブル１４０の記憶内容の一例を示す説明図である。FIG. 6 is an explanatory diagram showing an example of the stored contents of the script table 140. 図７は、情報処理装置１０１の機能的構成例を示すブロック図である。FIG. 7 is a block diagram showing a functional configuration example of the information processing apparatus 101. 図８は、会話制御システム１００の一実施例を示す説明図である。FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100. 図９は、第２の情報処理端末１０３に表示されるトーク画面の画面例を示す説明図（その１）である。FIG. 9 is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the second information processing terminal 103. 図１０は、第１の情報処理端末１０２に表示されるオペレータ支援画面の画面例を示す説明図である。FIG. 10 is an explanatory diagram showing a screen example of an operator support screen displayed on the first information processing terminal 102. 図１１は、第２の情報処理端末１０３に表示されるトーク画面の画面例を示す説明図（その２）である。FIG. 11 is an explanatory diagram (No. 2) showing a screen example of a talk screen displayed on the second information processing terminal 103. 図１２は、情報処理装置１０１のアバター制御処理手順の一例を示すフローチャート（その１）である。FIG. 12 is a flowchart (No. 1) showing an example of the avatar control processing procedure of the information processing apparatus 101. 図１３は、情報処理装置１０１のアバター制御処理手順の一例を示すフローチャート（その２）である。FIG. 13 is a flowchart (No. 2) showing an example of the avatar control processing procedure of the information processing apparatus 101. 図１４は、アバター出力変更処理の具体的処理手順の一例を示すフローチャートである。FIG. 14 is a flowchart showing an example of a specific processing procedure of the avatar output change processing.
　以下に図面を参照して、本発明にかかるアバター制御プログラム、アバター制御方法および情報処理装置の実施の形態を詳細に説明する。 Hereinafter, embodiments of the avatar control program, the avatar control method, and the information processing apparatus according to the present invention will be described in detail with reference to the drawings.
（実施の形態）
　まず、実施の形態にかかる情報処理装置１０１を含む会話制御システム１００のシステム構成例について説明する。会話制御システム１００は、例えば、チャットボットによる自動応答やオペレータによる有人対応により、店舗の案内や、企業におけるキャリア相談などを行ったりするサービスに適用される。 (Embodiment)
First, a system configuration example of the conversation control system 100 including the information processing apparatus 101 according to the embodiment will be described. The conversation control system 100 is applied to services such as store guidance and career counseling in a company by, for example, automatic response by a chatbot or manned response by an operator.
　図１は、会話制御システム１００のシステム構成例を示す説明図である。図１において、会話制御システム１００は、情報処理装置１０１と、第１の情報処理端末１０２と、第２の情報処理端末１０３と、を含む。会話制御システム１００において、情報処理装置１０１、第１の情報処理端末１０２および第２の情報処理端末１０３は、有線または無線のネットワーク１１０を介して接続される。ネットワーク１１０は、例えば、ＬＡＮ（Ｌｏｃａｌ　Ａｒｅａ　Ｎｅｔｗｏｒｋ）、ＷＡＮ（Ｗｉｄｅ　Ａｒｅａ　Ｎｅｔｗｏｒｋ）、インターネットなどである。会話制御システム１００には、例えば、複数の第１の情報処理端末１０２と、複数の第２の情報処理端末１０３とが含まれる。 FIG. 1 is an explanatory diagram showing a system configuration example of the conversation control system 100. In FIG. 1, the conversation control system 100 includes an information processing device 101, a first information processing terminal 102, and a second information processing terminal 103. In the conversation control system 100, the information processing device 101, the first information processing terminal 102, and the second information processing terminal 103 are connected via a wired or wireless network 110. The network 110 is, for example, a LAN (Local Area Network), a WAN (Wide Area Network), the Internet, or the like. The conversation control system 100 includes, for example, a plurality of first information processing terminals 102 and a plurality of second information processing terminals 103.
　ここで、情報処理装置１０１は、アバターの出力を制御するコンピュータである。アバターは、第１の情報処理端末１０２における第１のユーザの操作に応じて動くキャラクターであり、例えば、ネットワーク上の仮想空間でのオペレータの分身として表示される。情報処理装置１０１は、例えば、サーバである。 Here, the information processing device 101 is a computer that controls the output of the avatar. The avatar is a character that moves in response to an operation of the first user in the first information processing terminal 102, and is displayed as, for example, an operator's alter ego in a virtual space on a network. The information processing device 101 is, for example, a server.
　情報処理装置１０１は、例えば、選択肢管理テーブル１２０、アバター管理テーブル１３０およびスクリプトテーブル１４０を有する。選択肢管理テーブル１２０、アバター管理テーブル１３０およびスクリプトテーブル１４０の記憶内容については、図４～図６を用いて後述する。 The information processing device 101 has, for example, an option management table 120, an avatar management table 130, and a script table 140. The stored contents of the option management table 120, the avatar management table 130, and the script table 140 will be described later with reference to FIGS. 4 to 6.
　第１の情報処理端末１０２は、第１のユーザが使用するコンピュータであり、第２の情報処理端末１０３に表示されるアバターを操作可能である。第１のユーザは、例えば、第２の情報処理端末１０３を使用するユーザへの対応を行うオペレータである。第１の情報処理端末１０２において、第１のユーザは、第２の情報処理端末１０３に表示されるアバターを通して、第２のユーザと会話を行うことができる。第１の情報処理端末１０２は、例えば、ＰＣ（Ｐｅｒｓｏｎａｌ　Ｃｏｍｐｕｔｅｒ）、タブレットＰＣなどである。 The first information processing terminal 102 is a computer used by the first user, and can operate the avatar displayed on the second information processing terminal 103. The first user is, for example, an operator who responds to a user who uses the second information processing terminal 103. In the first information processing terminal 102, the first user can have a conversation with the second user through the avatar displayed on the second information processing terminal 103. The first information processing terminal 102 is, for example, a PC (Personal Computer), a tablet PC, or the like.
　第２の情報処理端末１０３は、第２のユーザが使用するコンピュータである。第２の情報処理端末１０３は、例えば、店舗や施設などに設置され、不特定多数の人に利用されるデジタルボードである。また、第２の情報処理端末１０３は、店舗や施設で貸し出される、あるいは、ユーザ個人が所有するスマートフォン、タブレットＰＣなどであってもよい。施設は、例えば、商業施設、企業施設、公共施設などである。 The second information processing terminal 103 is a computer used by the second user. The second information processing terminal 103 is, for example, a digital board installed in a store, a facility, or the like and used by an unspecified number of people. Further, the second information processing terminal 103 may be a smartphone, a tablet PC, or the like rented out at a store or facility, or owned by an individual user. The facility is, for example, a commercial facility, a corporate facility, a public facility, or the like.
　また、第２の情報処理端末１０３は、第２のユーザが、チャットボットでの会話を行う際に利用可能であってもよい。第２の情報処理端末１０３において、第２のユーザは、例えば、メッセージを入力したり、選択肢を選択したりすることで、チャットボットオペレータと対話しながら、所望の回答を探したり、サービスを利用したりすることができる。回答は、例えば、ＦＡＱ（Ｆｒｅｑｕｅｎｔｌｙ　Ａｓｋｅｄ　Ｑｕｅｓｔｉｏｎ）である。 Further, the second information processing terminal 103 may be available when the second user has a conversation in the chatbot. In the second information processing terminal 103, the second user searches for a desired answer or uses a service while interacting with the chatbot operator, for example, by inputting a message or selecting an option. Can be done. The answer is, for example, FAQ (freaky Asked Question).
　ＦＡＱは、「頻繁に尋ねられる質問」の意味であり、あらかじめ予想される質問に対して、質問と回答とをまとめたものである。質問は、何らかの問題の解決方法を問うものであってもよく、また、話し言葉による問いかけであってもよい。回答は、質問された問題の解決方法を示す回答や、話し言葉による問いかけに対する回答などである。 FAQ means "frequently asked questions" and is a collection of questions and answers to expected questions in advance. The question may be a question of how to solve some problem, or it may be a spoken question. Answers include answers that indicate how to solve the question being asked and answers to spoken questions.
　なお、図示は省略するが、情報処理装置１０１は、例えば、ＦＡＱマスタやチャットログＤＢ（Ｄａｔａｂａｓｅ）などを有する。ＦＡＱマスタは、ＦＡＱを記憶する。チャットログＤＢは、チャットログを記憶する。チャットログは、第２のユーザとの会話に関する会話履歴である。チャットログは、例えば、ルームＩＤと対応付けて、チャットログＤＢに記憶される。ルームＩＤによれば、チャットボットやオペレータとの一連の会話を特定することができる。 Although not shown, the information processing apparatus 101 has, for example, a FAQ master, a chat log DB (Database), and the like. The FAQ master stores the FAQ. The chat log DB stores the chat log. The chat log is a conversation history related to a conversation with a second user. The chat log is stored in the chat log DB in association with the room ID, for example. The room ID can identify a series of conversations with chatbots and operators.
　ここで、オペレータがアバターを通してユーザへの応対を行うことで、チャットボットによる自動応答に比べて、きめ細かい対応を行うことが期待できる。一方で、オペレータがアバターを通してユーザへの応対を行うにあたり、アバターの動きが定型的なものとなると、人間と話しているような感じをユーザに与えることは難しい。 Here, by the operator responding to the user through the avatar, it can be expected that the operator will respond more finely than the automatic response by the chatbot. On the other hand, when the operator responds to the user through the avatar, it is difficult to give the user the feeling of talking to a human when the movement of the avatar becomes standard.
　このため、オペレータの操作に応じて、手を振ったり、うなずいたり、笑ったりするなどの動きをアバターにさせることが考えられる。これにより、ユーザへの応対内容に応じてアバターの動きを変化させることができる。しかし、時間、場所、天候などによって、アバターの好ましい動きが異なる場合がある。 For this reason, it is conceivable to make the avatar make movements such as waving, nodding, and laughing according to the operation of the operator. As a result, the movement of the avatar can be changed according to the content of the response to the user. However, the preferred movement of the avatar may differ depending on the time, place, weather, and so on.
　例えば、昼間の時間帯は、夜間の時間帯に比べて、明るく大きなモーションで動かすことが好ましい場合がある。また、場所によっては、礼儀正しく落ち着いた感じで動かすことが好ましい場合があるし、子供向けに明るく大きなモーションで動かすことが好ましい場合がある。 For example, it may be preferable to move in a brighter and larger motion during the daytime than during the nighttime. Also, depending on the location, it may be preferable to move it in a polite and calm manner, and it may be preferable to move it in a bright and large motion for children.
　そこで、実施の形態では、アバターを通してオペレータがユーザへの応対を行うにあたり、ユーザへの応対内容だけでなく、時間、場所、天候などの外部環境を考慮して、アバターの動きを制御することで、バリエーション豊富なアバターの動きを実現するアバター制御方法について説明する。 Therefore, in the embodiment, when the operator responds to the user through the avatar, the movement of the avatar is controlled by considering not only the content of the response to the user but also the external environment such as time, place, and weather. , Explains the avatar control method that realizes a wide variety of avatar movements.
（情報処理装置１０１のハードウェア構成例）
　つぎに、情報処理装置１０１のハードウェア構成例について説明する。 (Hardware configuration example of information processing device 101)
Next, a hardware configuration example of the information processing apparatus 101 will be described.
　図２は、情報処理装置１０１のハードウェア構成例を示すブロック図である。図２において、情報処理装置１０１は、ＣＰＵ（Ｃｅｎｔｒａｌ　Ｐｒｏｃｅｓｓｉｎｇ　Ｕｎｉｔ）２０１と、メモリ２０２と、ディスクドライブ２０３と、ディスク２０４と、通信Ｉ／Ｆ（Ｉｎｔｅｒｆａｃｅ）２０５と、可搬型記録媒体Ｉ／Ｆ２０６と、可搬型記録媒体２０７と、を有する。また、各構成部は、バス２００によってそれぞれ接続される。 FIG. 2 is a block diagram showing a hardware configuration example of the information processing apparatus 101. In FIG. 2, the information processing apparatus 101 includes a CPU (Central Processing Unit) 201, a memory 202, a disk drive 203, a disk 204, a communication I / F (Interface) 205, and a portable recording medium I / F 206. , And a portable recording medium 207. Further, each component is connected by a bus 200.
　ここで、ＣＰＵ２０１は、情報処理装置１０１の全体の制御を司る。ＣＰＵ２０１は、複数のコアを有していてもよい。メモリ２０２は、例えば、ＲＯＭ（Ｒｅａｄ　Ｏｎｌｙ　Ｍｅｍｏｒｙ）、ＲＡＭ（Ｒａｎｄｏｍ　Ａｃｃｅｓｓ　Ｍｅｍｏｒｙ）およびフラッシュＲＯＭなどを有する。具体的には、例えば、フラッシュＲＯＭがＯＳ（Ｏｐｅｒａｔｉｎｇ　Ｓｙｓｔｅｍ）のプログラムを記憶し、ＲＯＭがアプリケーションプログラムを記憶し、ＲＡＭがＣＰＵ２０１のワークエリアとして使用される。メモリ２０２に記憶されるプログラムは、ＣＰＵ２０１にロードされることで、コーディングされている処理をＣＰＵ２０１に実行させる。 Here, the CPU 201 controls the entire information processing device 101. The CPU 201 may have a plurality of cores. The memory 202 includes, for example, a ROM (Read Only Memory), a RAM (Random Access Memory), a flash ROM, and the like. Specifically, for example, the flash ROM stores the OS (Operating System) program, the ROM stores the application program, and the RAM is used as the work area of the CPU 201. The program stored in the memory 202 is loaded into the CPU 201 to cause the CPU 201 to execute the coded process.
　ディスクドライブ２０３は、ＣＰＵ２０１の制御に従ってディスク２０４に対するデータのリード／ライトを制御する。ディスク２０４は、ディスクドライブ２０３の制御で書き込まれたデータを記憶する。ディスク２０４としては、例えば、磁気ディスク、光ディスクなどが挙げられる。 The disk drive 203 controls data read / write to the disk 204 according to the control of the CPU 201. The disk 204 stores the data written under the control of the disk drive 203. Examples of the disk 204 include a magnetic disk and an optical disk.
　通信Ｉ／Ｆ２０５は、通信回線を通じてネットワーク１１０に接続され、ネットワーク１１０を介して外部のコンピュータ（例えば、図１に示した第１の情報処理端末１０２、第２の情報処理端末１０３）に接続される。そして、通信Ｉ／Ｆ２０５は、ネットワーク１１０と装置内部とのインターフェースを司り、外部のコンピュータからのデータの入出力を制御する。通信Ｉ／Ｆ２０５には、例えば、モデムやＬＡＮアダプタなどを採用することができる。 The communication I / F 205 is connected to the network 110 through a communication line, and is connected to an external computer (for example, the first information processing terminal 102 and the second information processing terminal 103 shown in FIG. 1) via the network 110. NS. The communication I / F 205 controls the interface between the network 110 and the inside of the device, and controls the input / output of data from an external computer. For the communication I / F 205, for example, a modem, a LAN adapter, or the like can be adopted.
　可搬型記録媒体Ｉ／Ｆ２０６は、ＣＰＵ２０１の制御に従って可搬型記録媒体２０７に対するデータのリード／ライトを制御する。可搬型記録媒体２０７は、可搬型記録媒体Ｉ／Ｆ２０６の制御で書き込まれたデータを記憶する。可搬型記録媒体２０７としては、例えば、ＣＤ（Ｃｏｍｐａｃｔ　Ｄｉｓｃ）－ＲＯＭ、ＤＶＤ（Ｄｉｇｉｔａｌ　Ｖｅｒｓａｔｉｌｅ　Ｄｉｓｋ）、ＵＳＢ（Ｕｎｉｖｅｒｓａｌ　Ｓｅｒｉａｌ　Ｂｕｓ）メモリなどが挙げられる。 The portable recording medium I / F 206 controls data read / write to the portable recording medium 207 according to the control of the CPU 201. The portable recording medium 207 stores data written under the control of the portable recording medium I / F 206. Examples of the portable recording medium 207 include a CD (Compact Disc) -ROM, a DVD (Digital Versaille Disk), and a USB (Universal Serial Bus) memory.
　なお、情報処理装置１０１は、上述した構成部のほかに、例えば、ＳＳＤ（Ｓｏｌｉｄ　Ｓｔａｔｅ　Ｄｒｉｖｅ）、入力装置、ディスプレイ等を有することにしてもよい。また、情報処理装置１０１は、上述した構成部のうち、例えば、ディスクドライブ２０３、ディスク２０４、可搬型記録媒体Ｉ／Ｆ２０６、可搬型記録媒体２０７を有していなくてもよい。 The information processing device 101 may have, for example, an SSD (Solid State Drive), an input device, a display, or the like, in addition to the above-mentioned components. Further, the information processing apparatus 101 may not have, for example, a disk drive 203, a disk 204, a portable recording medium I / F 206, and a portable recording medium 207 among the above-mentioned components.
（第１の情報処理端末１０２および第２の情報処理端末１０３のハードウェア構成例）
　つぎに、第１の情報処理端末１０２および第２の情報処理端末１０３のハードウェア構成例について説明する。ただし、ここでは、第１の情報処理端末１０２および第２の情報処理端末１０３を「情報処理端末１０２，１０３」と表記する。 (Hardware configuration example of the first information processing terminal 102 and the second information processing terminal 103)
Next, a hardware configuration example of the first information processing terminal 102 and the second information processing terminal 103 will be described. However, here, the first information processing terminal 102 and the second information processing terminal 103 are referred to as " information processing terminals 102, 103".
　図３は、情報処理端末１０２，１０３のハードウェア構成例を示すブロック図である。図３において、情報処理端末１０２，１０３は、ＣＰＵ３０１と、メモリ３０２と、ディスプレイ３０３と、入力装置３０４と、通信Ｉ／Ｆ３０５と、カメラ３０６と、スピーカ３０７と、マイクロフォン３０８と、ＧＰＳ（Ｇｌｏｂａｌ　Ｐｏｓｉｔｉｏｎｉｎｇ　Ｓｙｓｔｅｍ）ユニット３０９と、を有する。また、各構成部はバス３００によってそれぞれ接続される。 FIG. 3 is a block diagram showing a hardware configuration example of the information processing terminals 102 and 103. In FIG. 3, the information processing terminals 102 and 103 include a CPU 301, a memory 302, a display 303, an input device 304, a communication I / F 305, a camera 306, a speaker 307, a microphone 308, and a GPS (Global Positioning). It has a System) unit 309 and. Further, each component is connected by a bus 300.
　ここで、ＣＰＵ３０１は、情報処理端末１０２，１０３の全体の制御を司る。ＣＰＵ３０１は、複数のコアを有していてもよい。メモリ３０２は、例えば、ＲＯＭ、ＲＡＭおよびフラッシュＲＯＭなどを有する記憶部である。具体的には、例えば、フラッシュＲＯＭやＲＯＭが各種プログラムを記憶し、ＲＡＭがＣＰＵ３０１のワークエリアとして使用される。メモリ３０２に記憶されるプログラムは、ＣＰＵ３０１にロードされることで、コーディングされている処理をＣＰＵ３０１に実行させる。 Here, the CPU 301 controls the entire information processing terminals 102 and 103. The CPU 301 may have a plurality of cores. The memory 302 is a storage unit having, for example, a ROM, a RAM, a flash ROM, and the like. Specifically, for example, a flash ROM or ROM stores various programs, and RAM is used as a work area of CPU 301. The program stored in the memory 302 is loaded into the CPU 301 to cause the CPU 301 to execute the coded process.
　ディスプレイ３０３は、カーソル、アイコンあるいはツールボックスをはじめ、文書、画像、機能情報などのデータを表示する表示装置である。ディスプレイ３０３としては、例えば、液晶ディスプレイや有機ＥＬ（Ｅｌｅｃｔｒｏｌｕｍｉｎｅｓｃｅｎｃｅ）ディスプレイなどを採用することができる。 The display 303 is a display device that displays data such as a cursor, an icon, a toolbox, a document, an image, and functional information. As the display 303, for example, a liquid crystal display, an organic EL (Electroluminescence) display, or the like can be adopted.
　入力装置３０４は、文字、数字、各種指示などの入力のためのキーを有し、データの入力を行う。入力装置３０４は、タッチパネル式の入力パッドやテンキーなどであってもよく、また、キーボードやマウスなどであってもよい。 The input device 304 has keys for inputting characters, numbers, various instructions, etc., and inputs data. The input device 304 may be a touch panel type input pad, a numeric keypad, or the like, or may be a keyboard, a mouse, or the like.
　通信Ｉ／Ｆ３０５は、通信回線を通じてネットワーク１１０に接続され、ネットワーク１１０を介して外部のコンピュータ（例えば、図１に示した情報処理装置１０１、第１の情報処理端末１０２、第２の情報処理端末１０３）に接続される。そして、通信Ｉ／Ｆ３０５は、ネットワーク１１０と自装置内部とのインターフェースを司り、外部装置からのデータの入出力を制御する。 The communication I / F 305 is connected to the network 110 through a communication line, and is connected to an external computer via the network 110 (for example, the information processing device 101 shown in FIG. 1, the first information processing terminal 102, and the second information processing terminal). It is connected to 103). Then, the communication I / F 305 controls the interface between the network 110 and the inside of the own device, and controls the input / output of data from the external device.
　カメラ３０６は、画像（静止画または動画）を撮影して画像データを出力する撮影装置である。スピーカ３０７は、電気信号を音声に変換して、音声を出力する。マイクロフォン３０８は、音声を受音して電気信号に変換する。 The camera 306 is a photographing device that captures an image (still image or moving image) and outputs image data. The speaker 307 converts an electric signal into voice and outputs the voice. The microphone 308 receives voice and converts it into an electrical signal.
　ＧＰＳユニット３０９は、ＧＰＳ衛星からの電波を受信し、情報処理端末１０２，１０３の位置情報を出力する。情報処理端末１０２，１０３の位置情報は、例えば、緯度、経度などの地球上の１点を特定する情報である。また、衛星として、例えば、準天頂衛星システムの衛星を用いることにしてもよい。 The GPS unit 309 receives radio waves from GPS satellites and outputs the position information of the information processing terminals 102 and 103. The position information of the information processing terminals 102 and 103 is information for specifying one point on the earth such as latitude and longitude. Further, as the satellite, for example, a satellite of the quasi-zenith satellite system may be used.
　なお、情報処理端末１０２，１０３は、上述した構成部のほかに、例えば、ＨＤＤ（Ｈａｒｄ　Ｄｉｓｋ　Ｄｒｉｖｅ）、ＳＳＤ、近距離無線通信Ｉ／Ｆ、可搬型記録媒体Ｉ／Ｆ、可搬型記録媒体などを有することにしてもよい。第２の情報処理端末１０３は、ＧＰＳユニット３０９を有していなくてもよい。 In addition to the components described above, the information processing terminals 102 and 103 may include, for example, an HDD (Hard Disk Drive), SSD, short-range wireless communication I / F, portable recording medium I / F, portable recording medium, and the like. May have. The second information processing terminal 103 does not have to have the GPS unit 309.
（各種テーブル１２０，１３０，１４０の記憶内容）
　つぎに、図４～図６を用いて、情報処理装置１０１が有する各種テーブル１２０，１３０，１４０の記憶内容について説明する。各種テーブル１２０，１３０，１４０は、例えば、図２に示したメモリ２０２、ディスク２０４などの記憶装置により実現される。 (Memory contents of various tables 120, 130, 140)
Next, the stored contents of the various tables 120, 130, and 140 included in the information processing apparatus 101 will be described with reference to FIGS. 4 to 6. The various tables 120, 130, and 140 are realized by, for example, a storage device such as a memory 202 and a disk 204 shown in FIG.
　図４は、選択肢管理テーブル１２０の記憶内容の一例を示す説明図である。図４において、選択肢管理テーブル１２０は、会話内容、選択肢１、選択肢２、選択肢３、選択肢４および選択肢５のフィールドを有し、各フィールドに情報を設定することで、選択肢管理情報（例えば、選択肢管理情報４００－１～４００－３）をレコードとして記憶する。 FIG. 4 is an explanatory diagram showing an example of the stored contents of the option management table 120. In FIG. 4, the option management table 120 has fields of conversation content, option 1, option 2, option 3, option 4, and option 5, and by setting information in each field, option management information (for example, option). The management information 400-1 to 400-3) is stored as a record.
　会話内容は、アバターを通したオペレータとの会話やチャットボットでの会話の内容を特定する情報である。例えば、会話内容は、アバターを通したオペレータとの会話やチャットボットでの会話において、選択された選択肢や、入力された情報などを示す。 The conversation content is information that identifies the content of the conversation with the operator through the avatar and the conversation with the chatbot. For example, the conversation content indicates selected options, input information, and the like in a conversation with an operator through an avatar or a conversation with a chatbot.
　選択肢１～５は、アバターに対応する選択肢であり、会話内容に対応付けて用意される。選択肢１～５は、例えば、アバターを操作可能なオペレータに提示される。すなわち、アバターを通したオペレータとの会話やチャットボットでの会話の内容に応じて、オペレータに提示する選択肢を切り替える。 Options 1 to 5 are options corresponding to the avatar and are prepared in association with the conversation content. Options 1 to 5 are presented, for example, to an operator who can operate the avatar. That is, the options presented to the operator are switched according to the content of the conversation with the operator through the avatar and the conversation with the chatbot.
　例えば、選択肢管理情報４００－１は、会話内容Ｃ１に対応する選択肢ｃｈ１～ｃｈ４を示す。なお、ここでは、会話内容に対応する選択肢の最大数として、「５」を例に挙げて説明するが、これに限らない。例えば、選択肢の最大数は、５未満であってもよく、また、６以上であってもよい。 For example, the option management information 400-1 indicates options ch1 to ch4 corresponding to the conversation content C1. Here, as the maximum number of options corresponding to the conversation content, "5" will be described as an example, but the present invention is not limited to this. For example, the maximum number of choices may be less than 5 or greater than or equal to 6.
　図５は、アバター管理テーブル１３０の記憶内容の一例を示す説明図である。図５において、アバター管理テーブル１３０は、オペレータＩＤ、選択肢、顔データ、外部環境および体データのフィールドを有し、各フィールドに情報を設定することで、アバター管理情報（例えば、アバター管理情報５００－１，５００－２）をレコードとして記憶する。 FIG. 5 is an explanatory diagram showing an example of the stored contents of the avatar management table 130. In FIG. 5, the avatar management table 130 has fields for operator ID, choices, face data, external environment, and body data, and by setting information in each field, avatar management information (for example, avatar management information 500-). 1,500-2) is stored as a record.
　ここで、選択肢は、第１の情報処理端末１０２に選択可能に表示される選択肢（例えば、図４に示した選択肢１～５）に対応する。顔データは、アバターの顔部分の見た目を特定する情報である。例えば、顔データは、選択肢に対応付けて用意される。外部環境は、アバターが表示される第２の情報処理端末１０３における外部の環境を表す。例えば、外部環境は、時間（時刻、時間帯、日付など）、場所、季節、天気、温度、湿度などを表す。 Here, the options correspond to the options that are selectively displayed on the first information processing terminal 102 (for example, options 1 to 5 shown in FIG. 4). The face data is information that identifies the appearance of the face portion of the avatar. For example, face data is prepared in association with the options. The external environment represents the external environment in the second information processing terminal 103 on which the avatar is displayed. For example, the external environment represents time (time, time zone, date, etc.), place, season, weather, temperature, humidity, and the like.
　体データは、アバターの体部分の見た目を特定する情報である。例えば、体データは、外部環境に対応付けて用意される。オペレータＩＤは、選択肢に対応するオペレータを一意に識別する識別子である。例えば、オペレータＩＤは、オペレータが使用する第１の情報処理端末１０２を一意に識別する識別子であってもよい。 Body data is information that identifies the appearance of the body part of the avatar. For example, body data is prepared in association with the external environment. The operator ID is an identifier that uniquely identifies the operator corresponding to the option. For example, the operator ID may be an identifier that uniquely identifies the first information processing terminal 102 used by the operator.
　例えば、アバター管理情報５００－１は、選択肢ｃｈ１に対応する顔データｆｃ１およびオペレータＯＰ１と、外部環境Ｅ１に対応する体データｂｄ１とを示す。 For example, the avatar management information 500-1 indicates the face data fc1 and the operator OP1 corresponding to the option ch1 and the body data bd1 corresponding to the external environment E1.
　図６は、スクリプトテーブル１４０の記憶内容の一例を示す説明図である。図６において、スクリプトテーブル１４０は、ユーザ属性およびスクリプトのフィールドを有し、各フィールドに情報を設定することで、スクリプト管理情報（例えば、スクリプト管理情報６００－１～６００－３）をレコードとして記憶する。 FIG. 6 is an explanatory diagram showing an example of the stored contents of the script table 140. In FIG. 6, the script table 140 has user attributes and script fields, and by setting information in each field, script management information (for example, script management information 600-1 to 600-3) is stored as a record. do.
　ここで、ユーザ属性は、ユーザの特徴を表す情報である。例えば、ユーザ属性は、年齢、年代、性別、使用言語、服装、同行者の有無などを表す。スクリプトは、チャットボットの会話の流れを定義した情報（シナリオ）であり、ユーザ属性と対応付けて用意される。スクリプトは、チャットのトーク処理を定義した情報である。 Here, the user attribute is information representing the characteristics of the user. For example, user attributes represent age, age, gender, language used, clothing, presence or absence of companion, and the like. The script is information (scenario) that defines the conversation flow of the chatbot, and is prepared in association with the user attribute. The script is the information that defines the chat process.
　トーク処理は、チャットボットの動作（挙動）を実現するための処理である。例えば、トーク処理は、発話する処理、選択肢を表示する処理、ユーザ操作に応じて選択肢を選択する処理、選択された選択肢や入力された情報に応じた手続きを行う処理、トーク処理を終了する処理などを含む。 The talk process is a process for realizing the operation (behavior) of the chatbot. For example, the talk process is a process of speaking, a process of displaying options, a process of selecting an option according to a user operation, a process of performing a procedure according to the selected option or input information, and a process of ending the talk process. And so on.
　すなわち、スクリプトテーブル１４０では、ユーザ属性に対応するスクリプトをあらかじめ用意しておく。例えば、年代の違いによって、よく選ばれるＦＡＱが変化する傾向がある。一例を挙げると、３０代～４０代のユーザは、他の年代のユーザと比べて、キャリアアップに関するＦＡＱを選ぶ傾向がある。また、言語の違いによっても、よく選ばれるＦＡＱが変化する傾向がある。一例を挙げると、講座を受講するにあたり、日本語以外の言語を話す人（例えば、外国人）は、日本語を話す人と比べて、日本語講座に関するＦＡＱを選ぶ傾向がある。 That is, in the script table 140, a script corresponding to the user attribute is prepared in advance. For example, the FAQ that is often selected tends to change depending on the age. As an example, users in their thirties and forties tend to choose FAQs for career advancement compared to users in other age groups. Also, the FAQ that is often selected tends to change depending on the language. For example, when taking a course, people who speak a language other than Japanese (for example, foreigners) tend to choose FAQs related to Japanese courses compared to people who speak Japanese.
　例えば、スクリプト管理情報６００－１は、ユーザ属性ＵＡ１に対応するスクリプトＳＰ１を示す。なお、時間や場所などの違いによっても、よく選ばれるＦＡＱが変化する場合がある。このため、スクリプトテーブル１４０には、ユーザ属性と外部環境との組み合わせに対応するスクリプトをあらかじめ用意しておくことにしてもよい。 For example, the script management information 600-1 indicates the script SP1 corresponding to the user attribute UA1. The FAQ that is often selected may change depending on the time and place. Therefore, in the script table 140, a script corresponding to the combination of the user attribute and the external environment may be prepared in advance.
（情報処理装置１０１の機能的構成例）
　図７は、情報処理装置１０１の機能的構成例を示すブロック図である。図７において、情報処理装置１０１は、第１の出力制御部７０１と、第２の出力制御部７０２と、通信部７０３と、会話制御部７０４と、記憶部７１０と、を含む。具体的には、例えば、第１の出力制御部７０１～会話制御部７０４は、図２に示したメモリ２０２、ディスク２０４、可搬型記録媒体２０７などの記憶装置に記憶されたプログラムをＣＰＵ２０１に実行させることにより、または、通信Ｉ／Ｆ２０５により、その機能を実現する。各機能部の処理結果は、例えば、メモリ２０２、ディスク２０４などの記憶装置に記憶される。記憶部７１０は、例えば、メモリ２０２、ディスク２０４などの記憶装置により実現される。具体的には、例えば、記憶部７１０は、図４に示した選択肢管理テーブル１２０、図５に示したアバター管理テーブル１３０、図６に示したスクリプトテーブル１４０、ＦＡＱマスタ、チャットログＤＢなどを記憶する。 (Example of functional configuration of information processing device 101)
FIG. 7 is a block diagram showing a functional configuration example of the information processing apparatus 101. In FIG. 7, the information processing apparatus 101 includes a first output control unit 701, a second output control unit 702, a communication unit 703, a conversation control unit 704, and a storage unit 710. Specifically, for example, the first output control unit 701 to the conversation control unit 704 execute the program stored in the storage device such as the memory 202, the disk 204, and the portable recording medium 207 shown in FIG. 2 in the CPU 201. The function is realized by the communication I / F 205 or by the communication I / F 205. The processing result of each functional unit is stored in a storage device such as a memory 202 or a disk 204, for example. The storage unit 710 is realized by, for example, a storage device such as a memory 202 and a disk 204. Specifically, for example, the storage unit 710 stores the option management table 120 shown in FIG. 4, the avatar management table 130 shown in FIG. 5, the script table 140 shown in FIG. 6, the FAQ master, the chat log DB, and the like. do.
　第１の出力制御部７０１は、第１の情報処理端末１０２における第１のユーザの操作に応じて動くアバターを第２の情報処理端末１０３に出力する。ここで、第１のユーザは、例えば、第２の情報処理端末１０３を使用するユーザへの対応を行うオペレータである。アバターは、例えば、オペレータの分身として表示されるキャラクターである。 The first output control unit 701 outputs an avatar that moves in response to an operation of the first user in the first information processing terminal 102 to the second information processing terminal 103. Here, the first user is, for example, an operator who handles a user who uses the second information processing terminal 103. An avatar is, for example, a character that is displayed as an alter ego of an operator.
　具体的には、例えば、第１の出力制御部７０１は、第２の情報処理端末１０３が起動されたことに応じて、第２の情報処理端末１０３にアバターを出力する。また、第１の出力制御部７０１は、第２の情報処理端末１０３の入力装置３０４（図３参照）を用いた第１のユーザの起動操作に応じて、第２の情報処理端末１０３にアバターを出力することにしてもよい。 Specifically, for example, the first output control unit 701 outputs an avatar to the second information processing terminal 103 in response to the activation of the second information processing terminal 103. Further, the first output control unit 701 attaches an avatar to the second information processing terminal 103 in response to the activation operation of the first user using the input device 304 (see FIG. 3) of the second information processing terminal 103. May be output.
　また、第１の出力制御部７０１は、例えば、第１の情報処理端末１０２における第１のユーザの操作に応じて、アバターのメッセージや選択肢を第２の情報処理端末１０３に出力する。アバターのメッセージや選択肢は、例えば、ディスプレイ３０３（図３参照）に表示されてもよく、また、スピーカ３０７（図３参照）から音声出力されてもよい。 Further, the first output control unit 701 outputs an avatar message or an option to the second information processing terminal 103 in response to an operation of the first user in the first information processing terminal 102, for example. The message or option of the avatar may be displayed on the display 303 (see FIG. 3), or may be output by voice from the speaker 307 (see FIG. 3).
　また、第１の出力制御部７０１は、第２の情報処理端末１０３が多言語対応の場合、第１のユーザにより日本語によるメッセージが入力された際に、入力されたメッセージを第２の情報処理端末１０３で選択された外国語に翻訳して、第２の情報処理端末１０３に出力することにしてもよい。さらに、第１の出力制御部７０１は、第２のユーザにより外国語によりメッセージが入力された際に、入力されたメッセージを日本語に翻訳して、第１の情報処理端末１０２に出力することにしてもよい。 Further, when the second information processing terminal 103 supports multiple languages, the first output control unit 701 uses the input message as the second information when the first user inputs a message in Japanese. It may be translated into a foreign language selected by the processing terminal 103 and output to the second information processing terminal 103. Further, when a message is input in a foreign language by the second user, the first output control unit 701 translates the input message into Japanese and outputs it to the first information processing terminal 102. You may do it.
　また、第１の出力制御部７０１は、例えば、モーションセンサにより検知されるオペレータ（話者）の顔の動きに合わせて、アバターの顔の表情を変化させることにしてもよい。なお、第２の情報処理端末１０３の起動時にどのようなアバターを出力するかは、例えば、あらかじめ設定されている。 Further, the first output control unit 701 may change the facial expression of the avatar according to the movement of the face of the operator (speaker) detected by the motion sensor, for example. It should be noted that what kind of avatar is output when the second information processing terminal 103 is started is set in advance, for example.
　第２の出力制御部７０２は、第２の情報処理端末１０３における第２のユーザを検出した場合、アバターに対応する操作を促す情報を第１の情報処理端末１０２に出力する。ここで、第２のユーザは、第２の情報処理端末１０３を使用するユーザである。第２の情報処理端末１０３が商業施設や店舗に設置されるデジタルボードである場合を例に挙げると、第２のユーザは、例えば、顧客である。 When the second output control unit 702 detects the second user in the second information processing terminal 103, the second output control unit 702 outputs information prompting the operation corresponding to the avatar to the first information processing terminal 102. Here, the second user is a user who uses the second information processing terminal 103. Taking the case where the second information processing terminal 103 is a digital board installed in a commercial facility or a store as an example, the second user is, for example, a customer.
　また、第２の情報処理端末１０３が企業施設に設置されるデジタルボードである場合を例に挙げると、第２のユーザは、例えば、社員である。また、第２の情報処理端末１０３が公共施設に設置されるデジタルボードである場合を例に挙げると、第２のユーザは、例えば、観光客である。 Further, for example, when the second information processing terminal 103 is a digital board installed in a corporate facility, the second user is, for example, an employee. Further, for example, when the second information processing terminal 103 is a digital board installed in a public facility, the second user is, for example, a tourist.
　第２のユーザは、例えば、第２の情報処理端末１０３において検出される。具体的には、例えば、第２の情報処理端末１０３は、自端末のカメラ３０６（図３参照）により撮影された画像情報から人物を検知した場合に、第２のユーザを検出する。また、第２の情報処理端末１０３は、不図示の温度センサにより人物を検知した場合に、第２のユーザを検出することにしてもよい。 The second user is detected, for example, in the second information processing terminal 103. Specifically, for example, the second information processing terminal 103 detects a second user when a person is detected from the image information taken by the camera 306 (see FIG. 3) of the own terminal. Further, the second information processing terminal 103 may detect a second user when a person is detected by a temperature sensor (not shown).
　また、第２の情報処理端末１０３は、自端末の入力装置３０４（図３参照）を用いたユーザ操作により、会話開始ボタンなどが押下された場合に、第２のユーザを検出することにしてもよい。第２の情報処理端末１０３は、第２のユーザを検出した場合、第２のユーザを検出したことを示す情報を情報処理装置１０１に送信する。 Further, the second information processing terminal 103 will detect the second user when the conversation start button or the like is pressed by the user operation using the input device 304 (see FIG. 3) of the own terminal. May be good. When the second information processing terminal 103 detects the second user, the second information processing terminal 103 transmits information indicating that the second user has been detected to the information processing apparatus 101.
　第２のユーザを検出したことを示す情報は、例えば、チャットの開始指示として、第２の情報処理端末１０３から情報処理装置１０１に送信されることにしてもよい。ここで、チャットの開始指示は、アバターを通したオペレータとの会話を開始するためのものである。また、チャットの開始指示は、チャットボットでの会話を開始するためのものであってもよい。 The information indicating that the second user has been detected may be transmitted from the second information processing terminal 103 to the information processing apparatus 101, for example, as a chat start instruction. Here, the chat start instruction is for starting a conversation with the operator through the avatar. Further, the chat start instruction may be for starting a conversation in the chatbot.
　第２の情報処理端末１０３からのチャットの開始指示は、通信部７０３によって受信される。第２の出力制御部７０２は、例えば、通信部７０３によってチャットの開始指示が受信された場合に、第２の情報処理端末１０３における第２のユーザを検出したと判断する。これにより、情報処理装置１０１において、第２の情報処理端末１０３における第２のユーザが検出されたことを判断することができる。 The chat start instruction from the second information processing terminal 103 is received by the communication unit 703. The second output control unit 702 determines that, for example, when the communication unit 703 receives the chat start instruction, the second user in the second information processing terminal 103 is detected. Thereby, in the information processing apparatus 101, it can be determined that the second user in the second information processing terminal 103 has been detected.
　ただし、第２のユーザの検出処理は、情報処理装置１０１において行われてもよい。例えば、情報処理装置１０１は、第２の情報処理端末１０３からカメラ３０６により撮影された画像情報を受信し、受信した画像情報から人物を検知することにより、第２のユーザを検出することにしてもよい。 However, the second user detection process may be performed by the information processing apparatus 101. For example, the information processing apparatus 101 receives image information taken by the camera 306 from the second information processing terminal 103, and detects a person from the received image information to detect the second user. May be good.
　アバターに対応する操作は、例えば、アバターの動きを指定する操作である。アバターの動きとしては、例えば、手を振る、うなずく、おじぎをする、喜ぶなどが挙げられる。また、アバターに対応する操作は、アバターを通してユーザへの応対を行うオペレータを指定する操作であってもよい。また、アバターに対応する操作は、アバターを指定する操作であってもよい。 The operation corresponding to the avatar is, for example, an operation of specifying the movement of the avatar. The movement of the avatar includes, for example, waving, nodding, bowing, and rejoicing. Further, the operation corresponding to the avatar may be an operation of designating an operator who responds to the user through the avatar. Further, the operation corresponding to the avatar may be an operation for designating the avatar.
　アバターに対応する操作を促す情報は、例えば、アバターにどのような動きをさせるかを指定するための選択肢や、アバターを通してユーザへの応対を行うオペレータを指定するための選択肢などである。アバターに対応する操作を促す情報には、いずれかの選択肢を選択するよう促すメッセージが含まれていてもよい。 The information prompting the operation corresponding to the avatar is, for example, an option for specifying what kind of movement the avatar should be made, or an option for specifying an operator who responds to the user through the avatar. The information prompting the operation corresponding to the avatar may include a message prompting the user to select one of the options.
　ここで、第１の情報処理端末１０２に出力されるアバターに対応する操作を促す情報は、あらかじめ決められた情報であってもよい。例えば、手を振る、うなずく、喜ぶなどのアバターの基本的な動作を指定する選択肢は、あらかじめ決められていてもよい。 Here, the information prompting the operation corresponding to the avatar output to the first information processing terminal 102 may be predetermined information. For example, options for specifying basic avatar actions such as waving, nodding, and rejoicing may be predetermined.
　また、第２の出力制御部７０２は、第２のユーザの属性情報に基づいて、出力対象の情報を決定することにしてもよい。ここで、出力対象の情報とは、第１の情報処理端末１０２に出力されるアバターに対応する操作を促す情報である。第２のユーザの属性情報は、第２のユーザの属性を特定する情報である。 Further, the second output control unit 702 may determine the information to be output based on the attribute information of the second user. Here, the information to be output is information that prompts an operation corresponding to the avatar output to the first information processing terminal 102. The attribute information of the second user is information for specifying the attribute of the second user.
　例えば、第２のユーザの属性情報は、第２のユーザの年齢、年代、性別、言語、服装、車椅子の有無、同伴者の有無などを特定可能な情報である。第２のユーザの属性情報は、第２の情報処理端末１０３から取得される。具体的には、例えば、通信部７０３は、第２の情報処理端末１０３からチャットの開始指示を受信するとともに、第２の情報処理端末１０３が取得した第２のユーザの属性情報を受信することにしてもよい。 For example, the attribute information of the second user is information that can identify the age, age, gender, language, clothes, presence / absence of a wheelchair, presence / absence of a companion, etc. of the second user. The attribute information of the second user is acquired from the second information processing terminal 103. Specifically, for example, the communication unit 703 receives a chat start instruction from the second information processing terminal 103, and also receives the attribute information of the second user acquired by the second information processing terminal 103. You may do it.
　より詳細に説明すると、例えば、第２の出力制御部７０２は、受信された第２のユーザの属性情報に基づいて、ユーザ属性を特定する。つぎに、第２の出力制御部７０２は、ユーザ属性とアバターに対応する操作を促す情報との対応関係を示す情報を記憶する記憶部７１０を参照して、特定したユーザ属性に対応するアバターに対応する操作を促す情報を、出力対象の情報に決定する。そして、第２の出力制御部７０２は、決定した出力対象の情報を、第１の情報処理端末１０２に出力する。 More specifically, for example, the second output control unit 702 specifies the user attribute based on the received attribute information of the second user. Next, the second output control unit 702 refers to the storage unit 710 that stores information indicating the correspondence relationship between the user attribute and the information prompting the operation corresponding to the avatar, and sets the avatar corresponding to the specified user attribute. The information that prompts the corresponding operation is determined as the information to be output. Then, the second output control unit 702 outputs the determined information of the output target to the first information processing terminal 102.
　これにより、第２のユーザの特徴を考慮して、アバターに対応する操作を促す情報を出力することができる。例えば、ユーザ属性「１０歳未満」が特定された場合に、子供向けの動きを指定可能な選択肢や、子供の応対が得意なオペレータを指定可能な選択肢や、子供向けのアバターを指定可能な選択肢などを、オペレータに提示することができる。 This makes it possible to output information prompting an operation corresponding to the avatar in consideration of the characteristics of the second user. For example, when the user attribute "under 10 years old" is specified, an option that can specify a movement for children, an option that can specify an operator who is good at dealing with children, and an option that can specify an avatar for children. Etc. can be presented to the operator.
　なお、第２の情報処理端末１０３において、第２のユーザの属性情報は、例えば、入力装置３０４を用いたユーザ操作により入力されることにしてもよい。この場合、第１の情報処理端末１０２は、チャットの開始指示とともに、入力された第２のユーザの属性情報を、情報処理装置１０１に送信する。 In the second information processing terminal 103, the attribute information of the second user may be input by, for example, a user operation using the input device 304. In this case, the first information processing terminal 102 transmits the input attribute information of the second user to the information processing apparatus 101 together with the chat start instruction.
　また、第２の情報処理端末１０３は、カメラ３０６により撮影された画像情報を解析して、第２のユーザの年代、性別、服装、車椅子の有無、同伴者の有無などの属性情報を取得してもよい。また、第２の情報処理端末１０３は、マイクロフォン３０８（図３参照）により受音された音声情報を解析して、第２のユーザの性別、言語などの属性情報を取得してもよい。 Further, the second information processing terminal 103 analyzes the image information taken by the camera 306 to acquire attribute information such as the age, gender, clothes, presence / absence of a wheelchair, and presence / absence of a companion of the second user. You may. Further, the second information processing terminal 103 may analyze the voice information received by the microphone 308 (see FIG. 3) to acquire attribute information such as the gender and language of the second user.
　また、通信部７０３は、第２のユーザの属性情報として、カメラ３０６により撮影された画像情報や、マイクロフォン３０８により受音された音声情報を受信することにしてもよい。この場合、情報処理装置１０１は、例えば、受信した画像情報や音声情報から、ユーザの特徴を表す情報を取得することにしてもよい。すなわち、画像情報や音声情報を解析する処理は、第２の情報処理端末１０３で行わず、情報処理装置１０１で行うことにしてもよい。 Further, the communication unit 703 may receive the image information taken by the camera 306 and the voice information received by the microphone 308 as the attribute information of the second user. In this case, the information processing apparatus 101 may acquire information representing a user's characteristics from, for example, received image information or voice information. That is, the process of analyzing the image information and the voice information may not be performed by the second information processing terminal 103, but may be performed by the information processing apparatus 101.
　なお、画像情報や音声情報からユーザの特徴を表す情報を取得する技術としては、既存のいかなる技術を用いることにしてもよい。例えば、第２の情報処理端末１０３または情報処理装置１０１は、深層学習などの機械学習に基づく手法により、画像や音声の特徴量から、年代、性別、服装、言語、車椅子の有無、同伴者の有無などの情報を抽出することにしてもよい。 Any existing technology may be used as a technology for acquiring information representing a user's characteristics from image information and audio information. For example, the second information processing terminal 103 or the information processing device 101 uses a method based on machine learning such as deep learning to determine the age, gender, clothes, language, presence / absence of a wheelchair, and companion from the feature quantities of images and sounds. Information such as presence / absence may be extracted.
　また、第２の出力制御部７０２は、第２の情報処理端末１０３におけるアバターを通した会話において受け付けた情報に基づいて、出力対象の情報を決定することにしてもよい。ここで、会話において受け付けた情報は、アバターを通した第１のユーザと第２のユーザとの会話内容を表す情報である。 Further, the second output control unit 702 may determine the information to be output based on the information received in the conversation through the avatar in the second information processing terminal 103. Here, the information received in the conversation is information representing the content of the conversation between the first user and the second user through the avatar.
　例えば、会話において受け付けた情報は、第２の情報処理端末１０３の入力装置３０４（図３参照）を用いた第２のユーザの操作により、選択された選択肢を示す情報や、入力された情報などである。すなわち、第２の出力制御部７０２は、第２の情報処理端末１０３における有人対応によるアバターを通した会話内容を考慮して、出力対象の情報を決定する。 For example, the information received in the conversation includes information indicating the options selected by the operation of the second user using the input device 304 (see FIG. 3) of the second information processing terminal 103, information input, and the like. Is. That is, the second output control unit 702 determines the information to be output in consideration of the conversation content through the manned avatar in the second information processing terminal 103.
　会話制御部７０４は、第２の情報処理端末１０３における第２のユーザを検出した場合、第２の情報処理端末１０３におけるチャットボットでの会話を開始することにしてもよい。具体的には、例えば、会話制御部７０４は、チャットボットでの会話を開始するためのチャットの開始指示が受信された場合、第２の情報処理端末１０３におけるチャットボットでの会話に適用するトークスクリプトを決定する。 When the conversation control unit 704 detects the second user in the second information processing terminal 103, the conversation control unit 704 may start a conversation in the chatbot in the second information processing terminal 103. Specifically, for example, when the conversation control unit 704 receives a chat start instruction for starting a chat on the chatbot, the conversation control unit 704 applies the talk applied to the conversation on the chatbot on the second information processing terminal 103. Determine the script.
　より詳細に説明すると、例えば、会話制御部７０４は、第２の情報処理端末１０３からチャットの開始指示とともに受信された第２のユーザの属性情報に基づいて、ユーザ属性を特定する。つぎに、会話制御部７０４は、図６に示したスクリプトテーブル１４０を参照して、特定したユーザ属性に対応するスクリプトを、トークスクリプトに決定する。 More specifically, for example, the conversation control unit 704 specifies the user attribute based on the attribute information of the second user received from the second information processing terminal 103 together with the chat start instruction. Next, the conversation control unit 704 determines a script corresponding to the specified user attribute as a talk script with reference to the script table 140 shown in FIG.
　そして、会話制御部７０４は、決定したトークスクリプトを用いて、第２の情報処理端末１０３におけるチャットボットでの会話を開始する。これにより、第２の情報処理端末１０３を使用する第２のユーザの特徴に応じて、チャットボットでの会話を制御することができる。 Then, the conversation control unit 704 starts a conversation with the chatbot on the second information processing terminal 103 using the determined talk script. Thereby, it is possible to control the conversation in the chatbot according to the characteristics of the second user who uses the second information processing terminal 103.
　また、第２の出力制御部７０２は、第２の情報処理端末１０３におけるチャットボットでの会話において受け付けた情報に基づいて、出力対象の情報を決定することにしてもよい。すなわち、第２の出力制御部７０２は、第２の情報処理端末１０３におけるチャットボットでの会話内容を考慮して、出力対象の情報を決定する。 Further, the second output control unit 702 may determine the information to be output based on the information received in the conversation in the chatbot in the second information processing terminal 103. That is, the second output control unit 702 determines the information to be output in consideration of the conversation content in the chatbot in the second information processing terminal 103.
　より詳細に説明すると、例えば、第２の出力制御部７０２は、アバターを通した会話、または、チャットボットでの会話において受け付けた情報に基づいて、会話内容を特定する。そして、第２の出力制御部７０２は、図４に示した選択肢管理テーブル１２０を参照して、特定した会話内容に対応する選択肢を、出力対象の情報に決定する。 More specifically, for example, the second output control unit 702 specifies the conversation content based on the information received in the conversation through the avatar or the conversation in the chatbot. Then, the second output control unit 702 determines the option corresponding to the specified conversation content as the information to be output by referring to the option management table 120 shown in FIG.
　一例として、アバターを通した会話、または、チャットボットでの会話において受け付けた情報から特定される会話内容を「会話内容Ｃ１」とする。会話内容Ｃ１は、例えば、アバターを通した会話、または、チャットボットでの会話において選択された選択肢の組み合わせである。この場合、第２の出力制御部７０２は、例えば、選択肢管理テーブル１２０を参照して、特定した会話内容Ｃ１に対応する選択肢ｃｈ１～ｃｈ４を、出力対象の情報に決定する。選択肢ｃｈ１～ｃｈ４は、例えば、アバターの動きを指定するための選択肢や、アバターを通してユーザへの応対を行うオペレータを指定するための選択肢などである。 As an example, the conversation content specified from the information received in the conversation through the avatar or the conversation in the chatbot is referred to as "conversation content C1". The conversation content C1 is, for example, a combination of options selected in a conversation through an avatar or a conversation in a chatbot. In this case, the second output control unit 702 determines, for example, the options ch1 to ch4 corresponding to the specified conversation content C1 as the information to be output by referring to the option management table 120. The options ch1 to ch4 are, for example, options for designating the movement of the avatar, options for designating an operator who responds to the user through the avatar, and the like.
　なお、アバターを通した会話、または、チャットボットでの会話において受け付けた情報は、例えば、不図示のチャットログＤＢから特定される。また、第１の情報処理端末１０２に出力される、アバターに対応する操作を促す情報の出力例については、図１０を用いて後述する。 Note that the information received in the conversation through the avatar or the conversation in the chatbot is specified, for example, from the chat log DB (not shown). Further, an output example of information for prompting an operation corresponding to the avatar, which is output to the first information processing terminal 102, will be described later with reference to FIG.
　第１の出力制御部７０１は、出力された情報に対応する操作を第１の情報処理端末１０２において受け付けた場合、受け付けた操作と第２の情報処理端末１０３が検出した外部環境情報とに基づいて、アバターの出力を制御する。ここで、外部環境情報は、アバターが表示される第２の情報処理端末１０３における外部の環境を表す情報である。 When the first information processing terminal 102 receives an operation corresponding to the output information, the first output control unit 701 is based on the received operation and the external environment information detected by the second information processing terminal 103. And control the output of the avatar. Here, the external environment information is information representing the external environment in the second information processing terminal 103 on which the avatar is displayed.
　例えば、外部環境情報は、時間、場所、季節、天気、温度、湿度などを表す。時間は、例えば、時刻、時間帯、日付などである。外部環境情報は、第２の情報処理端末１０３から取得される。具体的には、例えば、通信部７０３は、第２の情報処理端末１０３からチャットの開始指示を受信するとともに、第２の情報処理端末１０３が検出した外部環境情報を受信することにしてもよい。 For example, external environmental information represents time, place, season, weather, temperature, humidity, etc. The time is, for example, a time, a time zone, a date, and the like. The external environment information is acquired from the second information processing terminal 103. Specifically, for example, the communication unit 703 may receive the chat start instruction from the second information processing terminal 103 and also receive the external environment information detected by the second information processing terminal 103. ..
　なお、第２の情報処理端末１０３は、例えば、不図示の環境センサにより、または、外部サーバに問い合わせることにより、時間、季節、天気、温度、湿度などを表す外部環境情報を検出する。また、第２の情報処理端末１０３は、ＧＰＳユニット３０９（図３参照）により、自端末の現在位置を示す位置情報を、場所を表す外部環境情報として検出してもよい。 The second information processing terminal 103 detects external environmental information representing time, season, weather, temperature, humidity, etc., for example, by using an environment sensor (not shown) or by inquiring to an external server. Further, the second information processing terminal 103 may detect the position information indicating the current position of the own terminal as the external environment information indicating the location by the GPS unit 309 (see FIG. 3).
　具体的には、例えば、第１の出力制御部７０１は、受け付けた操作と第２の情報処理端末１０３が検出した外部環境情報とに基づいて、アバターの動きを決定する。そして、第１の出力制御部７０１は、決定した動きに基づいて、アバターの出力を変更する。 Specifically, for example, the first output control unit 701 determines the movement of the avatar based on the received operation and the external environment information detected by the second information processing terminal 103. Then, the first output control unit 701 changes the output of the avatar based on the determined movement.
　ここで、第１の情報処理端末１０２において、入力装置３０４を用いた第１のユーザの操作により、「手を振る」というアバターの動きを指定する選択肢を選択する操作を受け付けた場合を想定する。この場合、第１の出力制御部７０１は、第１の情報処理端末１０２から、「手を振る」というアバターの動きを指定する選択肢を選択する操作を受け付ける。 Here, it is assumed that the first information processing terminal 102 accepts an operation of selecting an option for designating the movement of the avatar, which is "waving", by the operation of the first user using the input device 304. .. In this case, the first output control unit 701 accepts an operation of selecting an option for designating the movement of the avatar, "waving", from the first information processing terminal 102.
　そして、第１の出力制御部７０１は、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境に応じて、アバターがどのように「手を振る」のかを決定して、アバターの出力を変更する。アバターの動きを外部環境に応じてどのように調整するのかは、例えば、あらかじめ設定されている。 Then, the first output control unit 701 determines how the avatar "waving" according to the external environment specified from the external environment information detected by the second information processing terminal 103. Change the output of the avatar. How to adjust the movement of the avatar according to the external environment is set in advance, for example.
　より詳細に説明すると、例えば、第１の出力制御部７０１は、記憶部７１０を参照して、「手を振る」というアバターの動きの内容を、外部環境に応じて決定する。記憶部７１０は、例えば、アバターの動きごとに、当該動きの内容と外部環境との対応関係を示す情報を記憶する。 More specifically, for example, the first output control unit 701 refers to the storage unit 710 and determines the content of the avatar's movement of "waving" according to the external environment. For example, the storage unit 710 stores information indicating the correspondence between the content of the movement and the external environment for each movement of the avatar.
　例えば、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境を「時間帯：昼間」とする。この場合、第１の出力制御部７０１は、例えば、夜間の時間帯よりも、明るく大きなモーションで手を振るように、アバターの出力を変更することにしてもよい。 For example, the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "time zone: daytime". In this case, the first output control unit 701 may change the output of the avatar so as to wave the hand with a brighter and larger motion than the time zone at night, for example.
　また、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境を「温度：氷点下」とする。この場合、第１の出力制御部７０１は、例えば、寒さで震えているような感じで手を振るように、アバターの出力を変更することにしてもよい。 Further, the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "temperature: below freezing point". In this case, the first output control unit 701 may change the output of the avatar so as to wave the hand as if trembling in the cold, for example.
　また、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境を「場所：ホテル」とする。この場合、第１の出力制御部７０１は、例えば、ホテルマンが客を見送る感じで手を振るように、アバターの出力を変更する。 Further, the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "location: hotel". In this case, the first output control unit 701 changes the output of the avatar so that, for example, the hotel man waved his hand as if he were seeing off the customer.
　また、第１の出力制御部７０１は、受け付けた操作に基づいて、アバターの顔部分の出力を変更することにしてもよい。ここで、第１の情報処理端末１０２において、入力装置３０４を用いた第１のユーザの操作により、オペレータＯＰを指定する選択肢を選択する操作を受け付けた場合を想定する。 Further, the first output control unit 701 may change the output of the face portion of the avatar based on the received operation. Here, it is assumed that the first information processing terminal 102 accepts an operation of selecting an option for designating an operator OP by an operation of the first user using the input device 304.
　この場合、第１の出力制御部７０１は、第１の情報処理端末１０２から、オペレータＯＰを指定する選択肢を選択する操作を受け付ける。そして、第１の出力制御部７０１は、アバターの顔部分を、指定されたオペレータＯＰに対応するアバターの顔に変更する。これにより、ユーザへの応対を行うオペレータに合わせて、アバターの顔を変更することができる。 In this case, the first output control unit 701 receives an operation of selecting an option for designating the operator OP from the first information processing terminal 102. Then, the first output control unit 701 changes the face portion of the avatar to the face of the avatar corresponding to the designated operator OP. This makes it possible to change the face of the avatar according to the operator who responds to the user.
　また、第１の出力制御部７０１は、受け付けた操作に基づいて、第１のユーザが切り替わる場合、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２を切り替えることにしてもよい。例えば、第１のユーザが「オペレータＯＰ１」から「オペレータＯＰ２」に切り替わる場合、第１の出力制御部７０１は、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２を、オペレータＯＰ２が使用する第１の情報処理端末１０２に切り替える。 Further, the first output control unit 701 may switch the first information processing terminal 102 to which the second information processing terminal 103 is connected when the first user is switched based on the received operation. good. For example, when the first user switches from "operator OP1" to "operator OP2", the first output control unit 701 connects the first information processing terminal 102 to which the second information processing terminal 103 is connected to the operator. Switch to the first information processing terminal 102 used by OP2.
　また、第１の出力制御部７０１は、第２の情報処理端末１０３が検出した外部環境情報に基づいて、アバターの体部分の出力を変更することにしてもよい。ここで、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境を「季節：夏」とする。この場合、第１の出力制御部７０１は、例えば、アバターの体部分を、夏服を着た体に変更する。 Further, the first output control unit 701 may change the output of the body part of the avatar based on the external environment information detected by the second information processing terminal 103. Here, the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "season: summer". In this case, the first output control unit 701 changes, for example, the body part of the avatar to a body wearing summer clothes.
　また、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境を「場所：ホテル」とする。この場合、第１の出力制御部７０１は、例えば、アバターの体部分を、ホテルの制服を着た体に変更する。これにより、第２の情報処理端末１０３が設置された場所や季節に合わせて、アバターの服装を変更することができる。 Further, the external environment specified from the external environment information detected by the second information processing terminal 103 is defined as "location: hotel". In this case, the first output control unit 701 changes, for example, the body part of the avatar to a body wearing a hotel uniform. As a result, the clothes of the avatar can be changed according to the place where the second information processing terminal 103 is installed and the season.
　より詳細に説明すると、例えば、第１の出力制御部７０１は、図５に示したアバター管理テーブル１３０を参照して、受け付けた操作に対応するアバター管理情報を特定する。一例として、選択肢ｃｈ１を選択する操作を受け付けた場合を想定する。また、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境を「Ｅ２」とする。 More specifically, for example, the first output control unit 701 specifies the avatar management information corresponding to the received operation with reference to the avatar management table 130 shown in FIG. As an example, it is assumed that an operation for selecting option ch1 is accepted. Further, the external environment specified from the external environment information detected by the second information processing terminal 103 is referred to as "E2".
　この場合、第１の出力制御部７０１は、アバター管理テーブル１３０を参照して、選択肢ｃｈ１に対応し、かつ、外部環境Ｅ２に対応するアバター管理情報５００－２を特定する。そして、第１の出力制御部７０１は、アバター管理情報５００－２を参照して、顔データｆｃ１に基づいて、アバターの顔部分を変更する。 In this case, the first output control unit 701 refers to the avatar management table 130 and specifies the avatar management information 500-2 corresponding to the option ch1 and corresponding to the external environment E2. Then, the first output control unit 701 changes the face portion of the avatar based on the face data fc1 with reference to the avatar management information 500-2.
　また、第１の出力制御部７０１は、アバター管理情報５００－２を参照して、体データｂｄ２に基づいて、アバターの体部分を変更する。第１の出力制御部７０１は、アバター管理情報５００－２を参照して、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２を、オペレータＯＰ２が使用する第１の情報処理端末１０２に切り替える。 Further, the first output control unit 701 changes the body part of the avatar based on the body data bd2 with reference to the avatar management information 500-2. The first output control unit 701 refers to the avatar management information 500-2 and uses the first information processing terminal 102 to which the second information processing terminal 103 is connected to be used by the operator OP2. Switch to terminal 102.
　ただし、オペレータの切り替わりが発生しない場合は、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２の切り替わりも発生しない。また、アバター管理テーブル１３０からアバター管理情報が特定されなかった場合は、第１の出力制御部７０１は、アバターの顔部分および体部分の出力の変更は行わないことにしてもよい。 However, if the operator switching does not occur, the switching of the first information processing terminal 102 to which the second information processing terminal 103 is connected does not occur either. Further, when the avatar management information is not specified from the avatar management table 130, the first output control unit 701 may not change the output of the face portion and the body portion of the avatar.
　また、第１の出力制御部７０１は、第２の情報処理端末１０３における第２のユーザを検出した場合、第２のユーザに対応する履歴情報があるか否かを判断することにしてもよい。そして、第１の出力制御部７０１は、第２のユーザに対応する履歴情報がある場合、当該履歴情報に含まれるアバターの情報に基づいて、アバターの出力を制御することにしてもよい。 Further, when the first output control unit 701 detects the second user in the second information processing terminal 103, the first output control unit 701 may determine whether or not there is history information corresponding to the second user. .. Then, when there is history information corresponding to the second user, the first output control unit 701 may control the output of the avatar based on the information of the avatar included in the history information.
　ここで、履歴情報は、第２のユーザが第２の情報処理端末１０３を使用したことを示す情報である。履歴情報は、例えば、第２のユーザを一意に識別する識別情報と、第２のユーザが第２の情報処理端末１０３を使用した際に出力されたアバターを特定可能な情報とを含む。 Here, the history information is information indicating that the second user has used the second information processing terminal 103. The history information includes, for example, identification information that uniquely identifies the second user and information that can identify the avatar output when the second user uses the second information processing terminal 103.
　例えば、第２の情報処理端末１０３が商業施設や店舗に設置され、第２の情報処理端末１０３の使用にあたり、商業施設や店舗の会員ＩＤを入力する場合を想定する。この場合、第２のユーザを一意に識別する識別情報は、例えば、会員ＩＤである。また、第２の情報処理端末１０３が企業施設に設置され、第２の情報処理端末１０３の使用にあたり、社員ＩＤを入力する場合を想定する。この場合、第２のユーザを一意に識別する識別情報は、例えば、社員ＩＤである。 For example, assume that the second information processing terminal 103 is installed in a commercial facility or store and the member ID of the commercial facility or store is input when using the second information processing terminal 103. In this case, the identification information that uniquely identifies the second user is, for example, a member ID. Further, it is assumed that the second information processing terminal 103 is installed in a corporate facility and an employee ID is input when the second information processing terminal 103 is used. In this case, the identification information that uniquely identifies the second user is, for example, an employee ID.
　会員ＩＤや社員ＩＤは、例えば、チャットの開始指示に含まれる。なお、ユーザ属性は、会員ＩＤや社員ＩＤから特定されることにしてもよい。例えば、社員ＩＤに対応付けられている社員情報から、第２のユーザの性別、年齢、勤務年数、年収などを、ユーザ属性として特定することができる。 The member ID and employee ID are included in the chat start instruction, for example. The user attribute may be specified from the member ID and the employee ID. For example, from the employee information associated with the employee ID, the gender, age, years of service, annual income, etc. of the second user can be specified as user attributes.
　アバターを特定可能な情報は、例えば、アバターの顔部分および体部分を特定する情報を含む。アバターの顔部分および体部分を特定する情報は、例えば、第２の情報処理端末１０３におけるアバターを通した会話が終了した際に表示されていたアバターの顔データおよび体データである。 Information that can identify an avatar includes, for example, information that identifies a face part and a body part of an avatar. The information for specifying the face portion and the body portion of the avatar is, for example, the face data and the body data of the avatar displayed when the conversation through the avatar in the second information processing terminal 103 is completed.
　また、アバターを特定可能な情報には、アバターに対応するオペレータを特定する情報が含まれていてもよい。オペレータを特定する情報は、例えば、会話終了直前に第２のユーザへの応対を行っていたオペレータのオペレータＩＤである。履歴情報は、例えば、第２の情報処理端末１０３におけるアバターを通した会話が終了した際に、情報処理装置１０１が有する不図示の履歴情報ＤＢに記憶される。 Further, the information that can identify the avatar may include information that identifies the operator corresponding to the avatar. The information that identifies the operator is, for example, the operator ID of the operator who is responding to the second user immediately before the end of the conversation. The history information is stored in, for example, a history information DB (not shown) of the information processing apparatus 101 when the conversation through the avatar in the second information processing terminal 103 is completed.
　一例として、社員ＩＤを含むチャットの開始指示を受信した場合を想定する。この場合、第１の出力制御部７０１は、履歴情報ＤＢを参照して、チャットの開始指示に含まれる社員ＩＤを含む履歴情報があるか否かを判断する。ここで、社員ＩＤを含む履歴情報がない場合、第１の出力制御部７０１は、履歴情報に基づくアバターの出力の変更は行わない。 As an example, assume that a chat start instruction including an employee ID is received. In this case, the first output control unit 701 refers to the history information DB and determines whether or not there is history information including the employee ID included in the chat start instruction. Here, if there is no history information including the employee ID, the first output control unit 701 does not change the output of the avatar based on the history information.
　一方、社員ＩＤを含む履歴情報がある場合、第１の出力制御部７０１は、履歴情報に含まれる顔データに基づいて、第２の情報処理端末１０３に出力するアバターの顔部分を変更する。また、第１の出力制御部７０１は、履歴情報に含まれる体データ２に基づいて、アバターの体部分を変更する。また、第１の出力制御部７０１は、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２を、履歴情報に含まれるオペレータＩＤに対応する第１の情報処理端末１０２に切り替える。これにより、前回と同じ見た目のアバターを通して、前回と同じオペレータが第２のユーザへの応対を行うことが可能となり、キャラクターの一貫性を持たせることができる。 On the other hand, when there is history information including the employee ID, the first output control unit 701 changes the face part of the avatar to be output to the second information processing terminal 103 based on the face data included in the history information. Further, the first output control unit 701 changes the body part of the avatar based on the body data 2 included in the history information. Further, the first output control unit 701 switches the first information processing terminal 102 to which the second information processing terminal 103 is connected to the first information processing terminal 102 corresponding to the operator ID included in the history information. .. As a result, the same operator as the previous time can respond to the second user through the avatar having the same appearance as the previous time, and the character can be made consistent.
　また、第１の出力制御部７０１は、第２の情報処理端末１０３の周囲に存在する第２のユーザを検出した場合に、第２の情報処理端末１０３での操作を促す情報を、第２の情報処理端末１０３に出力することにしてもよい。第２の情報処理端末１０３での操作を促す情報は、例えば、「こんにちは。そこのあなた！」といった、第２の情報処理端末１０３の存在を気付かせるようなメッセージであってもよい。 Further, when the first output control unit 701 detects a second user existing around the second information processing terminal 103, the first output control unit 701 provides information for prompting an operation on the second information processing terminal 103. It may be output to the information processing terminal 103 of. The information prompting the operation on the second information processing terminal 103 may be a message such as "Hello. You there!" That makes you aware of the existence of the second information processing terminal 103.
　第２の情報処理端末１０３の周囲に存在する第２のユーザは、例えば、第２の情報処理端末１０３のカメラ３０６により撮影された画像情報から、または、第２の情報処理端末１０３の温度センサ（不図示）により検出される。具体的には、例えば、第１の出力制御部７０１は、「こんにちは。そこのあなた！」といったメッセージを、アバターの発言として、第２の情報処理端末１０３のスピーカ３０７から音声出力させることにしてもよい。これにより、例えば、商業施設や店舗の来店者などに能動的に呼びかけて、第２の情報処理端末１０３を利用した接客機会を増やすことができる。 The second user existing around the second information processing terminal 103 is, for example, from the image information taken by the camera 306 of the second information processing terminal 103, or the temperature sensor of the second information processing terminal 103. Detected by (not shown). Specifically, for example, the first output control unit 701 decides to output a message such as "Hello. You there!" As an avatar's remark from the speaker 307 of the second information processing terminal 103. May be good. As a result, for example, it is possible to actively call on visitors to commercial facilities and stores to increase customer service opportunities using the second information processing terminal 103.
　なお、上述した情報処理装置１０１の各機能部は、会話制御システム１００内の複数のコンピュータにより実現されることにしてもよい。例えば、上述した情報処理装置１０１の機能部を、情報処理装置１０１と第１の情報処理端末１０２と第２の情報処理端末１０３とがそれぞれ機能を分担して実現することにしてもよい。 Note that each functional unit of the information processing apparatus 101 described above may be realized by a plurality of computers in the conversation control system 100. For example, the functional unit of the information processing apparatus 101 described above may be realized by the information processing apparatus 101, the first information processing terminal 102, and the second information processing terminal 103, respectively, by sharing the functions.
（会話制御システム１００の一実施例）
　つぎに、図８を用いて、会話制御システム１００の一実施例について説明する。 (Example of conversation control system 100)
Next, an embodiment of the conversation control system 100 will be described with reference to FIG.
　図８は、会話制御システム１００の一実施例を示す説明図である。情報処理装置１０１は、第１の情報処理端末１０２におけるオペレータＯＰ１の操作に応じて動くアバターａｖを第２の情報処理端末１０３に出力する。情報処理装置１０１は、第２の情報処理端末１０３におけるユーザＵ１を検出した場合、アバターａｖに対応する操作を促す選択肢＃１～＃３を第１の情報処理端末１０２に出力する。 FIG. 8 is an explanatory diagram showing an embodiment of the conversation control system 100. The information processing apparatus 101 outputs an avatar av that moves in response to an operation of the operator OP1 in the first information processing terminal 102 to the second information processing terminal 103. When the information processing apparatus 101 detects the user U1 in the second information processing terminal 103, the information processing apparatus 101 outputs options # 1 to # 3 for prompting an operation corresponding to the avatar av to the first information processing terminal 102.
　選択肢＃１～＃３は、アバターａｖの動きや、アバターａｖを通してユーザＵ１への応対を行うオペレータを指定するための選択肢である。情報処理装置１０１は、出力した選択肢＃１～＃３を選択する操作を第１の情報処理端末１０２において受け付けた場合、受け付けた操作と第２の情報処理端末１０３が検出した外部環境情報とに基づいて、アバターａｖの出力を制御する。 Options # 1 to # 3 are options for designating the movement of the avatar av and the operator who responds to the user U1 through the avatar av. When the information processing device 101 accepts the operation of selecting the output options # 1 to # 3 in the first information processing terminal 102, the accepted operation and the external environment information detected by the second information processing terminal 103 are used. Based on this, the output of the avatar av is controlled.
　例えば、情報処理装置１０１は、受け付けた操作と第２の情報処理端末１０３が検出した外部環境情報とに基づいて、アバターａｖの動きを決定し、決定した動きに基づいて、アバターａｖの出力を制御する。例えば、「手を振る」というアバターの動きを指定する選択肢が選択され、かつ、外部環境情報から特定される外部環境が「温度：氷点下」の場合、寒さで震えているような感じで手を振るように、アバターａｖの動きを制御することができる。 For example, the information processing apparatus 101 determines the movement of the avatar av based on the received operation and the external environment information detected by the second information processing terminal 103, and outputs the avatar av based on the determined movement. Control. For example, if the option to specify the movement of the avatar "waving" is selected and the external environment specified from the external environment information is "temperature: below freezing point", the hand feels like trembling in the cold. The movement of the avatar av can be controlled as if it were shaken.
　また、情報処理装置１０１は、受け付けた操作に基づいて、アバターａｖの顔部分ｆｃの出力を変更する。例えば、オペレータＯＰを指定する選択肢が選択された場合、アバターａｖの顔部分ｆｃを、指定されたオペレータＯＰに対応するアバターａｖの顔に変更することができる。 Further, the information processing device 101 changes the output of the face portion fc of the avatar av based on the received operation. For example, when the option for designating the operator OP is selected, the face portion fc of the avatar av can be changed to the face of the avatar av corresponding to the designated operator OP.
　また、情報処理装置１０１は、第２の情報処理端末１０３が検出した外部環境情報に基づいて、アバターａｖの体部分ｂｄの出力を変更する。例えば、外部環境情報から特定される外部環境が「温度：氷点下」の場合、アバターの体部分ｂｄを、防寒具を着た体に変更することができる。 Further, the information processing device 101 changes the output of the body part bd of the avatar av based on the external environment information detected by the second information processing terminal 103. For example, when the external environment specified from the external environment information is "temperature: below freezing point", the body part bd of the avatar can be changed to a body wearing winter clothes.
（第２の情報処理端末１０３に表示されるトーク画面の画面例）
　つぎに、図９および図１０を用いて、第２の情報処理端末１０３のディスプレイ３０３に表示されるトーク画面の画面例について説明する。 (Screen example of the talk screen displayed on the second information processing terminal 103)
Next, a screen example of the talk screen displayed on the display 303 of the second information processing terminal 103 will be described with reference to FIGS. 9 and 10.
　ここでは、第２の情報処理端末１０３が、企業施設に設置され、社員の人に利用されるデジタルボードである場合を想定する。また、チャットボット対応からのエスカレーションにより、アバターを通した有人対応を行う場合を想定する。また、第２の情報処理端末１０３が取得した第２のユーザの属性情報から特定されるユーザ属性を「３０代×男性」とする。 Here, it is assumed that the second information processing terminal 103 is a digital board installed in a corporate facility and used by employees. In addition, it is assumed that manned support is performed through an avatar by escalation from chatbot support. Further, the user attribute specified from the attribute information of the second user acquired by the second information processing terminal 103 is defined as "30s x male".
　この場合、情報処理装置１０１は、スクリプトテーブル１４０を参照して、ユーザ属性「３０代×男性」に対応するトークスクリプトを用いて、第２の情報処理端末１０３におけるチャットボットでの会話を開始する。ユーザ属性「３０代×男性」に対応するトークスクリプトは、例えば、キャリアアップに関する会話を行うスクリプトである。 In this case, the information processing apparatus 101 refers to the script table 140 and starts a conversation in the chatbot on the second information processing terminal 103 by using the talk script corresponding to the user attribute "30s x male". .. The talk script corresponding to the user attribute "30s x male" is, for example, a script for having a conversation about career advancement.
　図９は、第２の情報処理端末１０３に表示されるトーク画面の画面例を示す説明図（その１）である。図９において、トーク画面９００は、第２の情報処理端末１０３における第２のユーザが検出され、チャットボットでの会話を開始した際に、第２の情報処理端末１０３に表示されるトーク画面の一例である。図９中、アバターａｖは、チャットボットのキャラクター、または、オペレータの操作に応じて動くキャラクターを表す。 FIG. 9 is an explanatory diagram (No. 1) showing a screen example of a talk screen displayed on the second information processing terminal 103. In FIG. 9, the talk screen 900 is a talk screen displayed on the second information processing terminal 103 when the second user on the second information processing terminal 103 is detected and a conversation on the chatbot is started. This is just one example. In FIG. 9, the avatar av represents a chatbot character or a character that moves in response to an operator operation.
　トーク画面９００には、アバターａｖのメッセージｍ１とともに、キャリアアップに関する選択ボタン９０１，９０２が会話形式で表示されている。トーク画面９００において、第２の情報処理端末１０３の入力装置３０４を用いた第２のユーザの操作入力により、選択ボタン９０１を選択すると、３０代に人気の講座に関する会話を行うことができる。 On the talk screen 900, along with the message m1 of the avatar av, the selection buttons 901 and 902 regarding career advancement are displayed in a conversational format. On the talk screen 900, when the selection button 901 is selected by the operation input of the second user using the input device 304 of the second information processing terminal 103, it is possible to have a conversation about a course popular among people in their thirties.
　また、トーク画面９００において、選択ボタン９０２を選択すると、ＤＸ（Ｄｉｇｉｔａｌ　Ｔｒａｎｓｆｏｒｍａｔｉｏｎ）に関する講座に関する会話を行うことができる。また、トーク画面９００において、言語ボタンｂ１，ｂ２，ｂ３，ｂ４を選択すると、使用言語を切り替えることができる。例えば、言語ボタンｂ２を選択すると、使用言語を日本語から英語に切り替えることができる。 Also, if the selection button 902 is selected on the talk screen 900, a conversation about a course related to DX (Digital Transformation) can be performed. Further, when the language buttons b1, b2, b3, and b4 are selected on the talk screen 900, the language used can be switched. For example, if the language button b2 is selected, the language used can be switched from Japanese to English.
　また、トーク画面９００において、マイクボタンｂ５を選択することで、音声によりメッセージを入力することができる。トーク画面９００において、選択された選択肢を示す情報や、入力された情報は、第２の情報処理端末１０３から情報処理装置１０１に送信される。この結果、トーク画面９００が更新される。 Also, by selecting the microphone button b5 on the talk screen 900, a message can be input by voice. On the talk screen 900, the information indicating the selected option and the input information are transmitted from the second information processing terminal 103 to the information processing apparatus 101. As a result, the talk screen 900 is updated.
　ここでは、トーク画面９００において、選択ボタン９０１が選択された場合を想定する。この場合、トーク画面９００には、アバターａｖのメッセージｍ２とともに、第２のユーザの希望内容を聞き出すための選択ボタン９１１～９１９が会話形式で表示される。 Here, it is assumed that the selection button 901 is selected on the talk screen 900. In this case, the talk screen 900 displays the message m2 of the avatar av and the selection buttons 911 to 919 for listening to the desired content of the second user in a conversational format.
　トーク画面９００において、第２のユーザは、選択ボタン９１１～９１９のような選択肢を選択することで、自分が受講したい講座についての希望内容を選択することができる。第２のユーザが受講したい講座についての希望内容の選択が終了すると、チャットボット対応から、アバターａｖを通した有人対応に切り替わる。 On the talk screen 900, the second user can select the desired content for the course he / she wants to take by selecting an option such as the selection buttons 911 to 919. When the selection of the desired content for the course that the second user wants to take is completed, the chatbot support is switched to the manned support through the avatar av.
　ここでは、トーク画面９００において、「エンジニア向」、「英語」および「中級」の選択肢が選択された場合を想定する。この場合、第１の情報処理端末１０２のディスプレイ３０３に、図１０に示すようなオペレータ支援画面１０００が表示され、チャットボット対応から、アバターａｖを通した有人対応に切り替わる。 Here, it is assumed that the options of "for engineers", "English" and "intermediate" are selected on the talk screen 900. In this case, the operator support screen 1000 as shown in FIG. 10 is displayed on the display 303 of the first information processing terminal 102, and the chatbot support is switched to the manned support through the avatar av.
　図１０は、第１の情報処理端末１０２に表示されるオペレータ支援画面の画面例を示す説明図である。図１０において、オペレータ支援画面１０００は、オペレータの操作を支援する操作画面の一例である。オペレータは、第１の情報処理端末１０２を使用する第１のユーザである。 FIG. 10 is an explanatory diagram showing a screen example of an operator support screen displayed on the first information processing terminal 102. In FIG. 10, the operator support screen 1000 is an example of an operation screen that supports the operation of the operator. The operator is a first user who uses the first information processing terminal 102.
　オペレータ支援画面１０００は、トーク画面９００と、会話履歴１０１０とを含む。トーク画面９００は、第２の情報処理端末１０３に表示されるトーク画面であり、第２の情報処理端末１０３に表示されるトーク画面と同期して表示内容が切り替わる。会話履歴１０１０は、第２の情報処理端末１０３において行われた会話の内容を示す情報である。 The operator support screen 1000 includes a talk screen 900 and a conversation history 1010. The talk screen 900 is a talk screen displayed on the second information processing terminal 103, and the display content is switched in synchronization with the talk screen displayed on the second information processing terminal 103. The conversation history 1010 is information indicating the contents of the conversation performed in the second information processing terminal 103.
　オペレータ（第１のユーザ）は、オペレータ支援画面１０００内のトーク画面９００により、第２の情報処理端末１０３に表示されている画面内容を確認することができる。また、オペレータは、会話履歴１０１０により、第２の情報処理端末１０３において行われた会話の内容を確認することができる。 The operator (first user) can confirm the screen contents displayed on the second information processing terminal 103 by the talk screen 900 in the operator support screen 1000. Further, the operator can confirm the content of the conversation held in the second information processing terminal 103 by the conversation history 1010.
　また、オペレータ支援画面１０００は、動作ボタンｂ１１～ｂ１３を含む。オペレータ支援画面１０００において、第１の情報処理端末１０２の入力装置３０４を用いたオペレータの操作入力により、動作ボタンｂ１１を選択すると、アバターａｖに、手を振る動きをさせることができる。この際、第２の情報処理端末１０３の外部環境に応じて、アバターａｖの手を振る動きが制御される。 Further, the operator support screen 1000 includes operation buttons b11 to b13. On the operator support screen 1000, when the operation button b11 is selected by the operation input of the operator using the input device 304 of the first information processing terminal 102, the avatar av can be made to wave. At this time, the movement of waving the avatar av is controlled according to the external environment of the second information processing terminal 103.
　また、オペレータ支援画面１０００において、動作ボタンｂ１２を選択すると、アバターａｖに、うなずく動きをさせることができる。この際、第２の情報処理端末１０３の外部環境に応じて、アバターａｖのうなずく動きが制御される。 Further, when the operation button b12 is selected on the operator support screen 1000, the avatar av can be made to make a nod movement. At this time, the nodding movement of the avatar av is controlled according to the external environment of the second information processing terminal 103.
　また、オペレータ支援画面１０００において、動作ボタンｂ１３を選択すると、アバターａｖに、喜ぶ動きをさせることができる。この際、第２の情報処理端末１０３の外部環境に応じて、アバターａｖの喜ぶ動きが制御される。 Further, when the operation button b13 is selected on the operator support screen 1000, the avatar av can be made to move happily. At this time, the happy movement of the avatar av is controlled according to the external environment of the second information processing terminal 103.
　また、オペレータ支援画面１０００は、音声合成ボタンｂ１４と、ＱＲ送付ボタンｂ１５とを含む。オペレータ支援画面１０００において、音声合成ボタンｂ１４を選択すると、第１の情報処理端末１０２において入力したテキストを音声に変換して、第２の情報処理端末１０３に出力する音声合成処理を行うことができる。 Further, the operator support screen 1000 includes a voice synthesis button b14 and a QR sending button b15. When the voice synthesis button b14 is selected on the operator support screen 1000, the text input in the first information processing terminal 102 can be converted into voice and output to the second information processing terminal 103. ..
　これにより、オペレータが入力したテキスト（あるいは、オペレータの音声を認識して得られるテキスト）を音声に変換して、アバターａｖのメッセージとして音声出力することができる。 This makes it possible to convert the text input by the operator (or the text obtained by recognizing the operator's voice) into voice and output the voice as an avatar av message.
　また、オペレータ支援画面１０００において、ＱＲ送付ボタンｂ１５を選択すると、ＱＲ（Ｑｕｉｃｋ　Ｒｅｓｐｏｎｓｅ）コードを、第２の情報処理端末１０３に出力することができる。ＱＲコードは、例えば、チャットボットによりおすすめの講座を紹介するスクリプトなどを特定する情報である。ＱＲコードは、登録商標である。 Further, when the QR sending button b15 is selected on the operator support screen 1000, the QR (Quick Response) code can be output to the second information processing terminal 103. The QR code is information that identifies, for example, a script that introduces a recommended course by a chatbot. QR code is a registered trademark.
　これにより、第２のユーザは、例えば、自身のスマートフォン（第２の情報処理端末１０３）により、デジタルボード（第２の情報処理端末１０３）に表示されたＱＲコードを読み込むことにより、自身のスマートフォンにおいてチャットボットでの会話を開始することができる。なお、第２の情報処理端末１０３に出力するＱＲコードは、例えば、第１の情報処理端末１０２における第１のユーザの操作に応じて任意に選択可能である。 As a result, the second user can read the QR code displayed on the digital board (second information processing terminal 103) by his / her smartphone (second information processing terminal 103), for example, to read the QR code displayed on the digital board (second information processing terminal 103). You can start a chatbot conversation at. The QR code to be output to the second information processing terminal 103 can be arbitrarily selected according to the operation of the first user in the first information processing terminal 102, for example.
　また、オペレータ支援画面１０００には、メッセージ１０２０とともに、選択肢１０２１～１０２３が表示されている。ここで、メッセージ１０２０および選択肢１０２１～１０２３は、第２の情報処理端末１０３に出力するアバターに対応する操作を促す情報の一例である。 Further, on the operator support screen 1000, options 1021 to 1023 are displayed together with the message 1020. Here, the message 1020 and the options 1021 to 1023 are examples of information prompting an operation corresponding to the avatar output to the second information processing terminal 103.
　メッセージ１０２０および選択肢１０２１～１０２３は、トーク画面９００における会話内容（例えば、第２のユーザが受講したい講座についての希望内容）に応じて決定された情報である。メッセージ１０２０は、第２のユーザへの応対を行うオペレータを指定するよう促すメッセージである。 The message 1020 and the options 1021 to 1023 are information determined according to the conversation content on the talk screen 900 (for example, the desired content of the course that the second user wants to take). The message 1020 is a message prompting to specify an operator who responds to the second user.
　選択肢１０２１～１０２３は、第２のユーザへの応対を行うオペレータを指定するための選択肢である。ここでは、第２のユーザの希望内容に合った講座についての知識が豊富なオペレータの候補が、選択肢１０２１～１０２３として提示されている。 Options 1021 to 1023 are options for designating an operator who responds to the second user. Here, the operator candidates with abundant knowledge about the course suitable for the desired content of the second user are presented as options 1021 to 1023.
　オペレータ支援画面１０００において、選択肢１０２１を選択すると、「情報技術系講座向け担当者」をオペレータとして指定することができる。また、オペレータ支援画面１０００において、選択肢１０２２を選択すると、「外国語講座向け担当者」をオペレータとして指定することができる。また、オペレータ支援画面１０００において、選択肢１０２３を選択すると、「論文講座向け担当者」をオペレータとして指定することができる。 When option 1021 is selected on the operator support screen 1000, "person in charge for information technology courses" can be designated as an operator. Further, when the option 1022 is selected on the operator support screen 1000, the "person in charge for the foreign language course" can be designated as the operator. Further, when the option 1023 is selected on the operator support screen 1000, the "person in charge for the dissertation course" can be designated as the operator.
　オペレータは、例えば、トーク画面９００や会話履歴１０１０などを参照して、どのオペレータが応対するのがよいのかを判断することができる。なお、図示は省略するが、オペレータ支援画面１０００には、第２の情報処理端末１０３のカメラ３０６により撮影された第２のユーザの画像が表示されていてもよい。この場合、オペレータは、第２のユーザがどんな感じの人であるかを確認して、どのオペレータが応対するのがよいのかを判断することができる。 The operator can determine which operator should respond by referring to, for example, the talk screen 900 or the conversation history 1010. Although not shown, the operator support screen 1000 may display an image of the second user taken by the camera 306 of the second information processing terminal 103. In this case, the operator can confirm what kind of person the second user is and determine which operator should respond.
　ここでは、オペレータ支援画面１０００において、選択肢１０２２が選択された場合を想定する。この場合、トーク画面９００に「該当オペレータにおつなぎします。」といったメッセージが表示された後、図１１に示すようなトーク画面１１００が、第２の情報処理端末１０３のディスプレイ３０３に表示される。 Here, it is assumed that option 1022 is selected on the operator support screen 1000. In this case, after a message such as "Connect to the corresponding operator" is displayed on the talk screen 900, the talk screen 1100 as shown in FIG. 11 is displayed on the display 303 of the second information processing terminal 103. ..
　図１１は、第２の情報処理端末１０３に表示されるトーク画面の画面例を示す説明図（その２）である。図１１において、トーク画面１１００は、「外国語講座向け担当者」がオペレータとして指定された場合に、第２の情報処理端末１０３に表示されるトーク画面の一例である。 FIG. 11 is an explanatory diagram (No. 2) showing a screen example of the talk screen displayed on the second information processing terminal 103. In FIG. 11, the talk screen 1100 is an example of a talk screen displayed on the second information processing terminal 103 when a “person in charge for a foreign language course” is designated as an operator.
　なお、「外国語講座向け担当者」がオペレータとして指定されると、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２が、「外国語講座向け担当者」が使用する第１の情報処理端末１０２に切り替わる。また、トーク画面１１００には、有人対応中である旨の情報１１１０が表示される。 When the "person in charge of the foreign language course" is designated as the operator, the first information processing terminal 102 to which the second information processing terminal 103 is connected is used by the "person in charge of the foreign language course". It switches to the information processing terminal 102 of 1. Further, on the talk screen 1100, information 1110 indicating that manned support is in progress is displayed.
　図１１中、アバターａｖは、「外国語講座向け担当者」であるオペレータの操作に応じて動くキャラクターを表す。アバターａｖの顔部分は、図１０に示したオペレータ支援画面１０００において選択された選択肢１０２２に対応する顔データ（例えば、図５参照）に基づき変更されたものである。 In FIG. 11, the avatar av represents a character that moves according to the operation of an operator who is a "person in charge of a foreign language course". The face portion of the avatar av is modified based on the face data (for example, see FIG. 5) corresponding to the option 1022 selected on the operator support screen 1000 shown in FIG.
　アバターａｖの体部分は、第２の情報処理端末１０３が検出した外部環境情報から特定される外部環境に対応する体データ（例えば、図５参照）に基づき変更されたものである。ここでは、外部環境情報から特定される外部環境が「季節：夏」のため、夏服を着た体に変更されている。 The body part of the avatar av is changed based on the body data (for example, see FIG. 5) corresponding to the external environment specified from the external environment information detected by the second information processing terminal 103. Here, because the external environment specified from the external environment information is "season: summer", the body is changed to a body wearing summer clothes.
　「外国語講座向け担当者」であるオペレータは、アバターａｖを通して第２のユーザと会話を行うことができる。この際、図９に示したアバターａｖから顔部分や体部分が変更されているため、第２のユーザに対して、別の人と会話をしているかのように演出することができる。 The operator who is the "person in charge of the foreign language course" can have a conversation with the second user through the avatar av. At this time, since the face part and the body part are changed from the avatar av shown in FIG. 9, it is possible to direct the second user as if he / she is having a conversation with another person.
　図１１の例では、「外国語講座向け担当者」であるオペレータからのメッセージｍ１１が、アバターａｖを通して表示されている。また、メッセージｍ１１によるオペレータからの問いかけに対して、第２のユーザのメッセージｍ１２が入力されている。また、第２のユーザのメッセージｍ１２に対して、「外国語講座向け担当者」であるオペレータからのメッセージｍ１３が、アバターａｖを通して表示されている。 In the example of FIG. 11, the message m11 from the operator who is the "person in charge for the foreign language course" is displayed through the avatar av. Further, the message m12 of the second user is input in response to the question from the operator by the message m11. Further, for the message m12 of the second user, the message m13 from the operator who is the "person in charge for the foreign language course" is displayed through the avatar av.
　このように、第２のユーザは、アバターａｖを通して、自分の希望内容に合った講座についての知識が豊富なオペレータと会話して、どのような講座を受講するのがよいのかといったことを相談することができる。 In this way, the second user talks with the operator who has abundant knowledge about the course that suits his / her desired content through the avatar av, and discusses what kind of course should be taken. be able to.
（情報処理装置１０１のアバター制御処理手順）
　つぎに、図１２および図１３を用いて、情報処理装置１０１のアバター制御処理手順について説明する。ここでは、チャットボット対応からのエスカレーションにより、アバターを通した有人対応を行う場合を例に挙げて説明する。 (Avatar control processing procedure of information processing device 101)
Next, the avatar control processing procedure of the information processing apparatus 101 will be described with reference to FIGS. 12 and 13. Here, a case where manned correspondence is performed through an avatar by escalation from chatbot correspondence will be described as an example.
　図１２および図１３は、情報処理装置１０１のアバター制御処理手順の一例を示すフローチャートである。図１２において、まず、情報処理装置１０１は、第１の情報処理端末１０２における第１のユーザの操作に応じて動くアバターを第２の情報処理端末１０３に出力する（ステップＳ１２０１）。 12 and 13 are flowcharts showing an example of the avatar control processing procedure of the information processing apparatus 101. In FIG. 12, first, the information processing apparatus 101 outputs an avatar that moves in response to an operation of the first user in the first information processing terminal 102 to the second information processing terminal 103 (step S1201).
　つぎに、情報処理装置１０１は、第２の情報処理端末１０３から、チャットの開始指示とともに、第２の情報処理端末１０３が検出した第２のユーザの属性情報および外部環境情報を受信したか否かを判断する（ステップＳ１２０２）。ただし、チャットの開始指示は、チャットボットでの会話を開始するためのチャットの開始指示とする。 Next, whether or not the information processing apparatus 101 has received the chat start instruction and the attribute information and the external environment information of the second user detected by the second information processing terminal 103 from the second information processing terminal 103. (Step S1202). However, the chat start instruction is a chat start instruction for starting a conversation with the chatbot.
　ここで、情報処理装置１０１は、チャットの開始指示とともに、第２のユーザの属性情報および外部環境情報を受信するのを待つ（ステップＳ１２０２：Ｎｏ）。情報処理装置１０１は、チャットの開始指示とともに、第２のユーザの属性情報および外部環境情報を受信した場合（ステップＳ１２０２：Ｙｅｓ）、受信した第２のユーザの属性情報に基づいて、ユーザ属性を特定する（ステップＳ１２０３）。 Here, the information processing apparatus 101 waits for receiving the attribute information and the external environment information of the second user together with the chat start instruction (step S1202: No). When the information processing apparatus 101 receives the attribute information of the second user and the external environment information together with the chat start instruction (step S1202: Yes), the information processing apparatus 101 sets the user attribute based on the received attribute information of the second user. Specify (step S1203).
　つぎに、情報処理装置１０１は、スクリプトテーブル１４０を参照して、特定したユーザ属性に対応するスクリプトを、トークスクリプトに決定する（ステップＳ１２０４）。トークスクリプトは、第２の情報処理端末１０３におけるチャットボットでの会話に適用するスクリプトである。 Next, the information processing apparatus 101 refers to the script table 140 and determines the script corresponding to the specified user attribute as the talk script (step S1204). The talk script is a script applied to a conversation in a chatbot at the second information processing terminal 103.
　そして、情報処理装置１０１は、決定したトークスクリプトを用いて、第２の情報処理端末１０３におけるチャットボットでの会話を開始する（ステップＳ１２０５）。つぎに、情報処理装置１０１は、第２の情報処理端末１０３におけるチャットボットでの会話において受け付けた情報に基づいて、特定の条件を満たすか否かを判断する（ステップＳ１２０６）。 Then, the information processing apparatus 101 starts a conversation with the chatbot on the second information processing terminal 103 using the determined talk script (step S1205). Next, the information processing apparatus 101 determines whether or not a specific condition is satisfied based on the information received in the conversation in the chatbot at the second information processing terminal 103 (step S1206).
　具体的には、例えば、情報処理装置１０１は、第２の情報処理端末１０３におけるチャットボットでの会話内容が、選択肢管理テーブル１２０内のいずれかの会話内容に対応する場合に、特定の条件を満たすと判断する。一方、選択肢管理テーブル１２０内のいずれの会話内容にも対応しない場合は、情報処理装置１０１は、特定の条件を満たさないと判断する。 Specifically, for example, the information processing apparatus 101 sets a specific condition when the conversation content in the chatbot in the second information processing terminal 103 corresponds to any conversation content in the option management table 120. Judge to meet. On the other hand, if it does not correspond to any conversation content in the option management table 120, the information processing apparatus 101 determines that the specific condition is not satisfied.
　ステップＳ１２０５において、特定の条件を満たさない場合（ステップＳ１２０６：Ｎｏ）、情報処理装置１０１は、第２の情報処理端末１０３におけるチャットボットでの会話を終了するか否かを判断する（ステップＳ１２０７）。なお、チャットボットでの会話は、例えば、トークスクリプトに従って、または、第２のユーザの終了操作に応じて終了する。 If the specific condition is not satisfied in step S1205 (step S1206: No), the information processing apparatus 101 determines whether or not to end the conversation in the chatbot at the second information processing terminal 103 (step S1207). .. The conversation in the chatbot ends, for example, according to the talk script or according to the end operation of the second user.
　ここで、チャットボットでの会話を終了しない場合（ステップＳ１２０７：Ｎｏ）、情報処理装置１０１は、ステップＳ１２０６に戻る。一方、チャットボットでの会話を終了する場合には（ステップＳ１２０７：Ｙｅｓ）、情報処理装置１０１は、本フローチャートによる一連の処理を終了する。 Here, if the conversation in the chatbot is not ended (step S1207: No), the information processing apparatus 101 returns to step S1206. On the other hand, when ending the conversation in the chatbot (step S1207: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
　また、ステップＳ１２０６において、特定の条件を満たす場合（ステップＳ１２０６：Ｙｅｓ）、情報処理装置１０１は、チャットボット対応から有人対応の会話に切り替えて（ステップＳ１２０８）、図１３に示すステップＳ１３０１に移行する。 Further, in step S1206, when a specific condition is satisfied (step S1206: Yes), the information processing apparatus 101 switches from chatbot correspondence to manned conversation (step S1208), and proceeds to step S1301 shown in FIG. ..
　図１３のフローチャートにおいて、まず、情報処理装置１０１は、選択肢管理テーブル１２０を参照して、第２の情報処理端末１０３におけるチャットボットでの会話内容に対応する選択肢を、第１の情報処理端末１０２に出力する（ステップＳ１３０１）。具体的には、例えば、情報処理装置１０１は、チャットボットでの会話内容に対応する選択肢を、図１０に示したようなオペレータ支援画面１０００に表示する。 In the flowchart of FIG. 13, first, the information processing apparatus 101 refers to the option management table 120, and selects the options corresponding to the conversation contents in the chatbot in the second information processing terminal 103, the first information processing terminal 102. Is output to (step S1301). Specifically, for example, the information processing apparatus 101 displays options corresponding to the conversation content in the chatbot on the operator support screen 1000 as shown in FIG.
　つぎに、情報処理装置１０１は、出力したいずれかの選択肢が選択されたか否かを判断する（ステップＳ１３０２）。ここで、情報処理装置１０１は、いずれかの選択肢が選択されるのを待つ（ステップＳ１３０２：Ｎｏ）。情報処理装置１０１は、いずれかの選択肢が選択された場合（ステップＳ１３０２：Ｙｅｓ）、アバター出力変更処理を実行する（ステップＳ１３０３）。 Next, the information processing apparatus 101 determines whether or not any of the output options has been selected (step S1302). Here, the information processing apparatus 101 waits for one of the options to be selected (step S1302: No). When any of the options is selected (step S1302: Yes), the information processing apparatus 101 executes the avatar output change process (step S1303).
　アバター出力変更処理は、選択された選択肢に応じて、第２の情報処理端末１０３に表示されるアバターの出力を制御する処理である。アバター出力変更処理の具体的な処理手順については、図１４を用いて後述する。 The avatar output change process is a process of controlling the output of the avatar displayed on the second information processing terminal 103 according to the selected option. The specific processing procedure of the avatar output change processing will be described later with reference to FIG.
　つぎに、情報処理装置１０１は、第２の情報処理端末１０３におけるアバターを通した会話において受け付けた情報に基づいて、特定の条件を満たすか否かを判断する（ステップＳ１３０４）。具体的には、例えば、情報処理装置１０１は、有人対応によるアバターを通した会話内容が、選択肢管理テーブル１２０内のいずれかの会話内容に対応する場合に、特定の条件を満たすと判断する。一方、選択肢管理テーブル１２０内のいずれの会話内容にも対応しない場合、情報処理装置１０１は、特定の条件を満たさないと判断する。 Next, the information processing apparatus 101 determines whether or not a specific condition is satisfied based on the information received in the conversation through the avatar in the second information processing terminal 103 (step S1304). Specifically, for example, the information processing apparatus 101 determines that a specific condition is satisfied when the conversation content through the avatar for manned correspondence corresponds to any conversation content in the option management table 120. On the other hand, if it does not correspond to any conversation content in the option management table 120, the information processing apparatus 101 determines that the specific condition is not satisfied.
　ここで、特定の条件を満たさない場合（ステップＳ１３０４：Ｎｏ）、情報処理装置１０１は、第２の情報処理端末１０３における有人対応によるアバターを通した会話を終了するか否かを判断する（ステップＳ１３０５）。なお、有人対応によるアバターを通した会話は、例えば、第２のユーザの終了操作に応じて終了する。 Here, when the specific condition is not satisfied (step S1304: No), the information processing apparatus 101 determines whether or not to end the conversation through the avatar by the manned correspondence in the second information processing terminal 103 (step). S1305). It should be noted that the conversation through the avatar by manned correspondence ends, for example, in response to the end operation of the second user.
　ここで、有人対応によるアバターを通した会話を終了しない場合（ステップＳ１３０５：Ｎｏ）、情報処理装置１０１は、ステップＳ１３０４に戻る。一方、有人対応によるアバターを通した会話を終了する場合には（ステップＳ１３０５：Ｙｅｓ）、情報処理装置１０１は、本フローチャートによる一連の処理を終了する。 Here, when the conversation through the avatar by manned correspondence is not ended (step S1305: No), the information processing apparatus 101 returns to step S1304. On the other hand, when ending the conversation through the avatar by manned correspondence (step S1305: Yes), the information processing apparatus 101 ends a series of processes according to this flowchart.
　また、ステップＳ１３０４において、特定の条件を満たす場合（ステップＳ１３０４：Ｙｅｓ）、情報処理装置１０１は、選択肢管理テーブル１２０を参照して、第２の情報処理端末１０３における、有人対応によるアバターを通した会話の内容に対応する選択肢を、第１の情報処理端末１０２に出力して（ステップＳ１３０６）、ステップＳ１３０２に戻る。 Further, when a specific condition is satisfied in step S1304 (step S1304: Yes), the information processing apparatus 101 refers to the option management table 120 and passes the manned avatar in the second information processing terminal 103. The option corresponding to the content of the conversation is output to the first information processing terminal 102 (step S1306), and the process returns to step S1302.
　これにより、第２の情報処理端末１０３を使用する第２のユーザの特徴に応じて、チャットボットでの会話を制御することができる。また、チャットボット対応からのエスカレーションにより、アバターを通した有人対応を行うことができる。 Thereby, it is possible to control the conversation in the chatbot according to the characteristics of the second user who uses the second information processing terminal 103. In addition, escalation from chatbot support enables manned support through avatars.
　つぎに、図１４を用いて、図１３に示したステップＳ１３０３のアバター出力変更処理の具体的な処理手順について説明する。 Next, with reference to FIG. 14, a specific processing procedure of the avatar output change processing in step S1303 shown in FIG. 13 will be described.
　図１４は、アバター出力変更処理の具体的処理手順の一例を示すフローチャートである。図１４のフローチャートにおいて、まず、情報処理装置１０１は、図１２に示したステップＳ１２０２において受信された外部環境情報に基づいて、第２の情報処理端末１０３の外部環境を特定する（ステップＳ１４０１）。 FIG. 14 is a flowchart showing an example of a specific processing procedure of the avatar output change processing. In the flowchart of FIG. 14, first, the information processing apparatus 101 identifies the external environment of the second information processing terminal 103 based on the external environment information received in step S1202 shown in FIG. 12 (step S1401).
　つぎに、情報処理装置１０１は、図１３に示したステップＳ１３０２において選択された選択肢が、アバターの動き、または、オペレータのいずれを指定するものであるか否かを判断する（ステップＳ１４０２）。 Next, the information processing apparatus 101 determines whether or not the option selected in step S1302 shown in FIG. 13 specifies the movement of the avatar or the operator (step S1402).
　ここで、アバターの動きを指定するものである場合（ステップＳ１４０２：アバターの動き）、情報処理装置１０１は、指定された動きと、特定した外部環境とに基づいて、アバターの動きを決定する（ステップＳ１４０３）。そして、情報処理装置１０１は、決定した動きに基づいて、第２の情報処理端末１０３に表示するアバターの出力を変更して（ステップＳ１４０４）、アバター出力変更処理を呼び出したステップに戻る。 Here, when the movement of the avatar is specified (step S1402: movement of the avatar), the information processing apparatus 101 determines the movement of the avatar based on the specified movement and the specified external environment (step S1402: movement of the avatar). Step S1403). Then, the information processing apparatus 101 changes the output of the avatar displayed on the second information processing terminal 103 based on the determined movement (step S1404), and returns to the step of calling the avatar output change process.
　一方、オペレータを指定するものである場合（ステップＳ１４０２：オペレータ）、情報処理装置１０１は、アバター管理テーブル１３０を参照して、選択された選択肢に対応するアバター管理情報を特定する（ステップＳ１４０５）。つぎに、情報処理装置１０１は、特定したアバター管理情報を参照して、アバターの顔データを特定する（ステップＳ１４０６）。 On the other hand, when the operator is designated (step S1402: operator), the information processing apparatus 101 refers to the avatar management table 130 and specifies the avatar management information corresponding to the selected option (step S1405). Next, the information processing apparatus 101 identifies the face data of the avatar with reference to the identified avatar management information (step S1406).
　つぎに、情報処理装置１０１は、特定したアバター管理情報を参照して、特定した外部環境に対応するアバターの体データを特定する（ステップＳ１４０７）。つぎに、情報処理装置１０１は、特定したアバター管理情報を参照して、第２の情報処理端末１０３の接続先の第１の情報処理端末１０２を切り替える（ステップＳ１４０８）。 Next, the information processing apparatus 101 refers to the specified avatar management information and specifies the body data of the avatar corresponding to the specified external environment (step S1407). Next, the information processing apparatus 101 refers to the specified avatar management information and switches the first information processing terminal 102 to which the second information processing terminal 103 is connected (step S1408).
　そして、情報処理装置１０１は、特定した顔データおよび体データに基づいて、第２の情報処理端末１０３に表示するアバターの出力を変更して（ステップＳ１４０９）、アバター出力変更処理を呼び出したステップに戻る。 Then, the information processing apparatus 101 changes the output of the avatar displayed on the second information processing terminal 103 based on the specified face data and body data (step S1409), and calls the avatar output change process. return.
　これにより、ユーザへの応対を行うオペレータの操作に応じて、第２の情報処理端末１０３の外部環境に合わせてアバターの動きを制御することができる。また、ユーザへの応対を行うオペレータに合わせて、アバターの顔部分や体部分を変更することができる。 This makes it possible to control the movement of the avatar according to the external environment of the second information processing terminal 103 according to the operation of the operator who responds to the user. In addition, the face part and body part of the avatar can be changed according to the operator who responds to the user.
　以上説明したように、実施の形態にかかる情報処理装置１０１によれば、第１の情報処理端末１０２における第１のユーザの操作に応じて動くアバターを、第２の情報処理端末１０３に出力することができる。また、情報処理装置１０１によれば、第２の情報処理端末１０３における第２のユーザを検出した場合、アバターに対応する操作を促す情報を第１の情報処理端末１０２に出力することができる。アバターに対応する操作を促す情報は、例えば、アバターの動作を指定する操作を促す情報や、アバターを通して第２のユーザへの応対を行うオペレータを指定する操作を促す情報である。そして、情報処理装置１０１によれば、出力した情報に対応する操作を第１の情報処理端末１０２において受け付けた場合、受け付けた操作と第２の情報処理端末１０３が検出した外部環境情報とに基づいて、アバターの出力を制御することができる。 As described above, according to the information processing apparatus 101 according to the embodiment, the avatar that moves in response to the operation of the first user in the first information processing terminal 102 is output to the second information processing terminal 103. be able to. Further, according to the information processing apparatus 101, when the second user in the second information processing terminal 103 is detected, the information prompting the operation corresponding to the avatar can be output to the first information processing terminal 102. The information for prompting an operation corresponding to the avatar is, for example, information for prompting an operation for designating an operation of the avatar, or information for prompting an operation for designating an operator who responds to a second user through the avatar. Then, according to the information processing apparatus 101, when the operation corresponding to the output information is received by the first information processing terminal 102, it is based on the received operation and the external environment information detected by the second information processing terminal 103. And you can control the output of the avatar.
　これにより、ユーザへの応対を行うオペレータの操作に応じて、第２の情報処理端末１０３の外部環境に合わせてアバターの出力を制御することができる。 This makes it possible to control the output of the avatar according to the external environment of the second information processing terminal 103 according to the operation of the operator who responds to the user.
　また、情報処理装置１０１によれば、受け付けた操作と第２の情報処理端末１０３が検出した外部環境情報とに基づいて、アバターの動きを決定し、決定した動きに基づいて、アバターの出力を変更することができる。 Further, according to the information processing apparatus 101, the movement of the avatar is determined based on the received operation and the external environment information detected by the second information processing terminal 103, and the output of the avatar is output based on the determined movement. Can be changed.
　これにより、ユーザへの応対を行うオペレータの操作に応じて、第２の情報処理端末１０３の外部環境に合わせてアバターの動きを制御することができる。例えば、「手を振る」というアバターの動きが指定された際に、第２の情報処理端末１０３の外部環境が「温度：氷点下」であれば、寒さで震えているような感じで手を振るように、アバターの動きを制御することができる。また、「おじぎ」というアバターの動きが指定された際に、第２の情報処理端末１０３の外部環境が「場所：ホテル」であれば、ホテルマンのような作法でおじぎをするように、アバターａｖの動きを制御することができる。 This makes it possible to control the movement of the avatar according to the external environment of the second information processing terminal 103 according to the operation of the operator who responds to the user. For example, when the movement of the avatar "waving" is specified, if the external environment of the second information processing terminal 103 is "temperature: below freezing point", the hand is waved as if trembling in the cold. As such, the movement of the avatar can be controlled. Also, when the movement of the avatar "Ojigi" is specified, if the external environment of the second information processing terminal 103 is "Place: Hotel", the avatar will bow like a hotel man. The movement of the av can be controlled.
　また、情報処理装置１０１によれば、受け付けた操作に基づいて、アバターの顔部分の出力を変更し、外部環境情報に基づいて、アバターの体部分の出力を変更することができる。 Further, according to the information processing device 101, the output of the face part of the avatar can be changed based on the received operation, and the output of the body part of the avatar can be changed based on the external environment information.
　これにより、ユーザへの応対を行うオペレータに合わせて、アバターの顔部分（見た目）を変更することができる。また、第２の情報処理端末１０３の外部環境に合わせて、アバターの体部分（見た目）を変更することができる。例えば、第２の情報処理端末１０３が設置された場所や季節に合わせて、アバターの服装を変更することができる。例えば、第２の情報処理端末１０３の外部環境が「場所：ホテル」であれば、アバターの体部分を、ホテルマンのような服装に変更することができる。また、第２の情報処理端末１０３の外部環境が「季節：夏」であれば、アバターの体部分を、夏服の服装に変更することができる。 This makes it possible to change the face part (appearance) of the avatar according to the operator who responds to the user. In addition, the body part (appearance) of the avatar can be changed according to the external environment of the second information processing terminal 103. For example, the clothes of the avatar can be changed according to the place where the second information processing terminal 103 is installed and the season. For example, if the external environment of the second information processing terminal 103 is "place: hotel", the body part of the avatar can be changed to dress like a hotel man. Further, if the external environment of the second information processing terminal 103 is "season: summer", the body part of the avatar can be changed to the clothes of summer clothes.
　情報処理装置１０１によれば、第２の情報処理端末１０３における第２のユーザを検出した場合、第２のユーザに対応する履歴情報があるか否かを判断し、第２のユーザに対応する履歴情報がある場合、当該履歴情報に含まれるアバターの情報に基づいて、アバターの出力を制御することができる。 According to the information processing apparatus 101, when the second user in the second information processing terminal 103 is detected, it is determined whether or not there is history information corresponding to the second user, and the second user is dealt with. If there is history information, the output of the avatar can be controlled based on the information of the avatar included in the history information.
　これにより、例えば、第２の情報処理端末１０３を第２のユーザが前回使用したときと同じ見た目のアバターを通して、前回と同じオペレータが第２のユーザへの応対を行うことが可能となり、キャラクターの一貫性を持たせることができる。 As a result, for example, the same operator as the previous time can respond to the second user through the avatar having the same appearance as when the second user used the second information processing terminal 103 last time. It can be consistent.
　情報処理装置１０１によれば、第２の情報処理端末１０３における第２のユーザを検出した場合、第２のユーザの属性情報に基づいて、アバターに対応する操作を促す情報を第１の情報処理端末１０２に出力することができる。 According to the information processing apparatus 101, when the second user in the second information processing terminal 103 is detected, the first information processing information prompts the operation corresponding to the avatar based on the attribute information of the second user. It can be output to the terminal 102.
　これにより、第２のユーザの特徴を考慮して、第２のユーザに合った選択肢、例えば、アバターの動作や第２のユーザへの応対を行うオペレータを指定する選択肢を提示可能となり、オペレータの応対業務を支援することができる。例えば、第２のユーザが子供であれば、子供が喜びそうな動作を選択肢として提示したり、子供の応対が得意なオペレータにつなぐための選択肢を提示したりすることができる。 This makes it possible to present an option suitable for the second user, for example, an option for designating an operator who operates the avatar or responds to the second user, in consideration of the characteristics of the second user. It is possible to support the reception work. For example, if the second user is a child, it is possible to present an action that the child is likely to enjoy as an option, or present an option for connecting to an operator who is good at dealing with the child.
　情報処理装置１０１によれば、第２の情報処理端末１０３における第２のユーザを検出した場合、第２の情報処理端末１０３におけるアバターを通した会話において受け付けた情報に基づいて、アバターに対応する操作を促す情報を第１の情報処理端末１０２に出力することができる。 According to the information processing apparatus 101, when the second user in the second information processing terminal 103 is detected, the avatar corresponds to the avatar based on the information received in the conversation through the avatar in the second information processing terminal 103. Information prompting the operation can be output to the first information processing terminal 102.
　これにより、第２の情報処理端末１０３における有人対応によるアバターを通した会話内容を考慮して、第２のユーザに合った選択肢を提示可能となり、オペレータの応対業務を支援することができる。例えば、アバターを通した会話の中で第２のユーザが希望する内容を聞き出して、それについての知識が豊富なオペレータにつなぐための選択肢を提示することができる。 As a result, it is possible to present options suitable for the second user in consideration of the conversation content through the avatar by the manned correspondence in the second information processing terminal 103, and it is possible to support the operator's response work. For example, it is possible to find out what the second user wants in a conversation through an avatar and present options for connecting to an operator who is knowledgeable about it.
　情報処理装置１０１によれば、第２の情報処理端末１０３における第２のユーザを検出した場合、第２の情報処理端末１０３におけるチャットボットでの会話を開始し、チャットボットでの会話において受け付けた情報に基づいて、アバターの動きに対応する操作を促す情報を第１の情報処理端末１０２に出力することができる。 According to the information processing apparatus 101, when the second user in the second information processing terminal 103 is detected, the conversation in the chatbot in the second information processing terminal 103 is started and accepted in the conversation in the chatbot. Based on the information, information prompting an operation corresponding to the movement of the avatar can be output to the first information processing terminal 102.
　これにより、第２の情報処理端末１０３におけるチャットボットでの会話内容を考慮して、第２のユーザに合った選択肢を提示可能となり、オペレータの応対業務を支援することができる。例えば、チャットボットでの会話の中で第２のユーザが希望する内容を聞き出して、それについての知識が豊富なオペレータにつなぐための選択肢を提示することができる。 As a result, it is possible to present options suitable for the second user in consideration of the conversation content in the chatbot on the second information processing terminal 103, and it is possible to support the operator's response work. For example, it is possible to listen to what the second user wants in a chatbot conversation and present options for connecting to an operator who is knowledgeable about it.
　これらのことから、会話制御システム１００および情報処理装置１０１によれば、バリエーション豊富なアバターの動きを実現するとともに、ユーザに合った適切なオペレータによる応対を実現してサービスの品質向上を図ることができる。 Based on these facts, according to the conversation control system 100 and the information processing device 101, it is possible to realize a wide variety of avatar movements and to improve the quality of service by realizing the response by an appropriate operator suitable for the user. can.
　なお、本実施の形態で説明したアバター制御方法は、予め用意されたプログラムをパーソナル・コンピュータやワークステーション等のコンピュータで実行することにより実現することができる。本アバター制御プログラムは、ハードディスク、フレキシブルディスク、ＣＤ－ＲＯＭ、ＤＶＤ、ＵＳＢメモリ等のコンピュータで読み取り可能な記録媒体に記録され、コンピュータによって記録媒体から読み出されることによって実行される。また、本アバター制御プログラムは、インターネット等のネットワークを介して配布してもよい。 The avatar control method described in this embodiment can be realized by executing a program prepared in advance on a computer such as a personal computer or a workstation. This avatar control program is recorded on a computer-readable recording medium such as a hard disk, flexible disk, CD-ROM, DVD, or USB memory, and is executed by being read from the recording medium by the computer. Further, this avatar control program may be distributed via a network such as the Internet.
　また、本実施の形態で説明した情報処理装置１０１は、スタンダードセルやストラクチャードＡＳＩＣ（Ａｐｐｌｉｃａｔｉｏｎ　Ｓｐｅｃｉｆｉｃ　Ｉｎｔｅｇｒａｔｅｄ　Ｃｉｒｃｕｉｔ）などの特定用途向けＩＣやＦＰＧＡなどのＰＬＤ（Ｐｒｏｇｒａｍｍａｂｌｅ　Ｌｏｇｉｃ　Ｄｅｖｉｃｅ）によっても実現することができる。 Further, the information processing apparatus 101 described in the present embodiment can also be realized by a standard cell, an IC for a specific use such as a structured ASIC (Application Specific Integrated Circuit), or a PLD (Programmable Logic Device) such as an FPGA.
　１００　会話制御システム
　１０１　情報処理装置
　１０２　第１の情報処理端末
　１０３　第２の情報処理端末
　１１０　ネットワーク
　１２０　選択肢管理テーブル
　１３０　アバター管理テーブル
　１４０　スクリプトテーブル
　２００，３００　バス
　２０１，３０１　ＣＰＵ
　２０２，３０２　メモリ
　２０３　ディスクドライブ
　２０４　ディスク
　２０５，３０５　通信Ｉ／Ｆ
　２０６　可搬型記録媒体Ｉ／Ｆ
　２０７　可搬型記録媒体
　３０３　ディスプレイ
　３０４　入力装置
　３０６　カメラ
　３０７　スピーカ
　３０８　マイクロフォン
　３０９　ＧＰＳユニット
　７０１　第１の出力制御部
　７０２　第２の出力制御部
　７０３　通信部
　７０４　会話制御部
　７１０　記憶部
　９００，１１００　トーク画面
　１０００　オペレータ支援画面 100 Conversation control system 101 Information processing device 102 First information processing terminal 103 Second information processing terminal 110 Network 120 Choice management table 130 Avatar management table 140 Script table 200, 300 Bus 201, 301 CPU
202, 302 Memory 203 Disk drive 204 Disk 205, 305 Communication I / F
206 Portable recording medium I / F
207 Portable recording medium 303 Display 304 Input device 306 Camera 307 Speaker 308 Microphone 309 GPS unit 701 First output control unit 702 Second output control unit 703 Communication unit 704 Conversation control unit 710 Storage unit 900, 1100 Talk screen 1000 Operator Support screen

Claims (11)

  1. 　第１の情報処理端末における第１のユーザの操作に応じて動くアバターを第２の情報処理端末に出力し、
    　前記第２の情報処理端末における第２のユーザを検出した場合、前記アバターに対応する操作を促す情報を前記第１の情報処理端末に出力し、
    　出力した前記情報に対応する操作を前記第１の情報処理端末において受け付けた場合、受け付けた前記操作と前記第２の情報処理端末が検出した外部環境情報とに基づいて、前記アバターの出力を制御する、
    　処理をコンピュータに実行させることを特徴とするアバター制御プログラム。     An avatar that moves in response to the operation of the first user in the first information processing terminal is output to the second information processing terminal.
    When the second user in the second information processing terminal is detected, information prompting the operation corresponding to the avatar is output to the first information processing terminal.
    When the operation corresponding to the output information is received by the first information processing terminal, the output of the avatar is controlled based on the received operation and the external environment information detected by the second information processing terminal. do,
    An avatar control program characterized by having a computer perform processing.
  2. 　前記制御する処理は、
    　受け付けた前記操作と前記第２の情報処理端末が検出した外部環境情報とに基づいて、前記アバターの動きを決定し、決定した前記動きに基づいて、前記アバターの出力を変更する、ことを特徴とする請求項１に記載のアバター制御プログラム。     The process to be controlled is
    The feature is that the movement of the avatar is determined based on the received operation and the external environment information detected by the second information processing terminal, and the output of the avatar is changed based on the determined movement. The avatar control program according to claim 1.
  3. 　前記制御する処理は、
    　受け付けた前記操作に基づいて、前記アバターの顔部分の出力を変更し、
    　前記外部環境情報に基づいて、前記アバターの体部分の出力を変更する、
    　ことを特徴とする請求項１に記載のアバター制御プログラム。     The process to be controlled is
    Based on the received operation, change the output of the face part of the avatar,
    The output of the body part of the avatar is changed based on the external environment information.
    The avatar control program according to claim 1.
  4. 　前記第２の情報処理端末における第２のユーザを検出した場合、前記第２のユーザに対応する履歴情報があるか否かを判断し、
    　前記第２のユーザに対応する履歴情報がある場合、当該履歴情報に含まれる前記アバターの情報に基づいて、前記アバターの出力を制御する、
    　処理を前記コンピュータに実行させることを特徴とする請求項１に記載のアバター制御プログラム。     When the second user in the second information processing terminal is detected, it is determined whether or not there is history information corresponding to the second user.
    When there is history information corresponding to the second user, the output of the avatar is controlled based on the information of the avatar included in the history information.
    The avatar control program according to claim 1, wherein the processing is executed by the computer.
  5. 　前記第２の情報処理端末における第２のユーザを検出した場合、前記第２のユーザの属性情報に基づいて、前記アバターに対応する操作を促す情報を前記第１の情報処理端末に出力する、
    　処理を前記コンピュータに実行させることを特徴とする請求項１に記載のアバター制御プログラム。     When the second user in the second information processing terminal is detected, the information prompting the operation corresponding to the avatar is output to the first information processing terminal based on the attribute information of the second user.
    The avatar control program according to claim 1, wherein the processing is executed by the computer.
  6. 　前記第２の情報処理端末における第２のユーザを検出した場合、前記第２の情報処理端末における前記アバターを通した会話において受け付けた情報に基づいて、前記アバターに対応する操作を促す情報を前記第１の情報処理端末に出力する、
    　処理を前記コンピュータに実行させることを特徴とする請求項１に記載のアバター制御プログラム。     When the second user in the second information processing terminal is detected, the information prompting the operation corresponding to the avatar is provided based on the information received in the conversation through the avatar in the second information processing terminal. Output to the first information processing terminal,
    The avatar control program according to claim 1, wherein the processing is executed by the computer.
  7. 　前記第２の情報処理端末における第２のユーザを検出した場合、前記第２の情報処理端末におけるチャットボットでの会話を開始し、
    　前記チャットボットでの会話において受け付けた情報に基づいて、前記アバターの動きに対応する操作を促す情報を前記第１の情報処理端末に出力する、
    　処理を前記コンピュータに実行させることを特徴とする請求項１に記載のアバター制御プログラム。     When the second user in the second information processing terminal is detected, the chatbot conversation in the second information processing terminal is started, and the conversation is started.
    Based on the information received in the conversation in the chatbot, the information prompting the operation corresponding to the movement of the avatar is output to the first information processing terminal.
    The avatar control program according to claim 1, wherein the processing is executed by the computer.
  8. 　前記アバターに対応する操作を促す情報は、前記アバターの動作を指定する操作を促す情報である、ことを特徴とする請求項１に記載のアバター制御プログラム。 The avatar control program according to claim 1, wherein the information prompting an operation corresponding to the avatar is information prompting an operation for designating the operation of the avatar.
  9. 　前記アバターに対応する操作を促す情報は、前記アバターを通して前記第２のユーザへの応対を行うオペレータを指定する操作を促す情報である、ことを特徴とする請求項３に記載のアバター制御プログラム。 The avatar control program according to claim 3, wherein the information prompting an operation corresponding to the avatar is information prompting an operation for designating an operator who responds to the second user through the avatar.
  10. 　第１の情報処理端末における第１のユーザの操作に応じて動くアバターを第２の情報処理端末に出力し、
    　前記第２の情報処理端末における第２のユーザを検出した場合、前記アバターに対応する操作を促す情報を前記第１の情報処理端末に出力し、
    　出力した前記情報に対応する操作を前記第１の情報処理端末において受け付けた場合、受け付けた前記操作と前記第２の情報処理端末が検出した外部環境情報とに基づいて、前記アバターの出力を制御する、
    　処理をコンピュータが実行することを特徴とするアバター制御方法。     An avatar that moves in response to the operation of the first user in the first information processing terminal is output to the second information processing terminal.
    When the second user in the second information processing terminal is detected, information prompting the operation corresponding to the avatar is output to the first information processing terminal.
    When the operation corresponding to the output information is received by the first information processing terminal, the output of the avatar is controlled based on the received operation and the external environment information detected by the second information processing terminal. do,
    An avatar control method characterized by a computer performing processing.
  11. 　第１の情報処理端末における第１のユーザの操作に応じて動くアバターを第２の情報処理端末に出力する第１の出力制御部と、
    　前記第２の情報処理端末における第２のユーザを検出した場合、前記アバターに対応する操作を促す情報を前記第１の情報処理端末に出力する第２の出力制御部と、を有し、
    　前記第１の出力制御部は、
    　前記第２の出力制御部によって出力された前記情報に対応する操作を前記第１の情報処理端末において受け付けた場合、受け付けた前記操作と前記第２の情報処理端末が検出した外部環境情報とに基づいて、前記アバターの出力を制御する、
    　ことを特徴とする情報処理装置。     A first output control unit that outputs an avatar that moves in response to an operation of the first user in the first information processing terminal to the second information processing terminal, and
    When a second user in the second information processing terminal is detected, it has a second output control unit that outputs information prompting an operation corresponding to the avatar to the first information processing terminal.
    The first output control unit is
    When the operation corresponding to the information output by the second output control unit is received by the first information processing terminal, the received operation and the external environment information detected by the second information processing terminal are used. Control the output of the avatar based on
    An information processing device characterized by this.
PCT/JP2020/019006 2020-05-12 2020-05-12 Avatar control program, avatar control method and information processing device WO2021229692A1 (en)

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