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WO2018174285A1 - Dispositif de commande de conversation et système de conversation - Google Patents

Dispositif de commande de conversation et système de conversation Download PDF

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Publication number
WO2018174285A1
WO2018174285A1 PCT/JP2018/011909 JP2018011909W WO2018174285A1 WO 2018174285 A1 WO2018174285 A1 WO 2018174285A1 JP 2018011909 W JP2018011909 W JP 2018011909W WO 2018174285 A1 WO2018174285 A1 WO 2018174285A1
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WO
WIPO (PCT)
Prior art keywords
dialogue
customer
scenario
stay state
state
Prior art date
Legal status (The legal status is an assumption and is not a legal conclusion. Google has not performed a legal analysis and makes no representation as to the accuracy of the status listed.)
Ceased
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PCT/JP2018/011909
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English (en)
Japanese (ja)
Inventor
雄介 柴田
智彦 大内
浩平 小川
雄一郎 吉川
石黒　浩
Current Assignee (The listed assignees may be inaccurate. Google has not performed a legal analysis and makes no representation or warranty as to the accuracy of the list.)
Osaka University NUC
Zensho Holdings Co Ltd
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Osaka University NUC
Zensho Holdings Co Ltd
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Publication date
Application filed by Osaka University NUC, Zensho Holdings Co Ltd filed Critical Osaka University NUC
Publication of WO2018174285A1 publication Critical patent/WO2018174285A1/fr
Anticipated expiration legal-status Critical
Ceased legal-status Critical Current

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  • the present invention relates to a dialogue control device and a dialogue system.
  • the dialogue is appropriate for the current situation, for example, the situation before ordering, the situation after ordering and food and beverages being provided, the situation where meals are being served, etc. If not, the dialogue will be frustrating and may reduce customer satisfaction.
  • the present invention provides a dialog control apparatus and a dialog system that can perform an appropriate dialog with a customer.
  • the dialogue control device is dialogue scenario information for carrying out a dialogue with a customer who has entered a restaurant, and obtains dialogue scenario information according to a stay state of the customer in the restaurant. Based on the dialogue scenario information acquired by the information acquisition unit, a dialogue control unit that performs a dialogue with the customer, and a staying state of the customer in the restaurant based on the content of the dialogue with the customer A stay state determination unit.
  • the information acquisition unit may acquire dialogue scenario information based on the stay state of the customer determined by the stay state determination unit.
  • the current stay state of the customer is A stay state update unit that updates the stay state of the customer may be further provided, and the information acquisition unit acquires dialog scenario information based on the stay state of the customer updated by the stay state update unit. Also good.
  • the stay state of the customer determined by the stay state determination unit may be a state that changes over time.
  • the stay state of the customer determined by the stay state determination unit is a state from when the customer enters or eats the restaurant until an order for food and drink, and the food and drink ordered by the customer are provided. At least one of a state waiting for the customer, a state until the customer completes eating and drinking of the food and drink, and a state until the customer leaves the restaurant after completing the eating and drinking of the food and drink May be included.
  • the stay state determination unit waits for food and drinks ordered by the customer to be provided for the stay state of the customer when the content of dialogue with the customer transitions from information about the menu to other information. You may judge that it is in a state.
  • a scenario storage unit that stores a plurality of different pieces of dialog scenario information may be provided, and the information acquisition unit may acquire dialog scenario information according to a stay state of the customer from the scenario storage unit.
  • the information acquisition unit may acquire dialog scenario information according to the staying state of the customer via a communication network.
  • the dialogue system is dialogue scenario information for performing a dialogue between a robot that performs an operation in accordance with an instruction signal and a customer that the robot has entered a restaurant, and in the restaurant of the customer Dialogue control for obtaining dialogue scenario information corresponding to a stay state, and controlling an instruction signal for the robot to interact with the customer based on the dialogue scenario information obtained by the information obtaining unit.
  • a stay state judging means for judging a stay state of the customer in the restaurant based on the contents of dialogue between the customer and the robot.
  • An operation terminal that generates the instruction signal and transmits the instruction signal to the robot further including a terminal device including at least the information acquisition unit and the dialogue control unit, wherein the customer and the robot are connected to the robot via the operation terminal. Dialogue according to the staying state of the customer may be performed.
  • the block diagram which shows another example of the scenario control part which concerns on one Embodiment The figure which shows another example of the dialogue system which concerns on one Embodiment.
  • the figure which shows another example of the dialogue system which concerns on one Embodiment The figure which shows another example of the dialogue system which concerns on one Embodiment.
  • the figure which shows another example of the dialogue system which concerns on one Embodiment The figure which shows another example of the dialogue system which concerns on one Embodiment.
  • FIG. 1 is a block diagram showing a dialogue system 1 according to an embodiment of the present invention.
  • the dialogue system 1 includes a robot 2, an operation terminal 3 that is an example of a robot control device, a handy terminal 4, and a store management device 5 such as a POS (Point Of Sales) system.
  • the dialogue system 1 is, for example, a system for a restaurant customer (hereinafter referred to as a user) to interact with the robot 2 via the operation terminal 3 that operates the robot 2.
  • the handy terminal 4 is, for example, an order terminal possessed by a store staff, and the store staff transmits an order to the store management apparatus 5 through the handy terminal 4 when receiving an order from a user.
  • the robot 1 is a machine having a human-like appearance and dialogue function, that is, a humanoid.
  • the robot 2 may have a dissimilar appearance to humans such as animals and characters. Further, the robot 2 may be a virtual robot based on an image displayed on the display unit 35.
  • the robot 2 includes a robot drive unit 21 and a robot control unit 22 that is an example of a drive control unit.
  • the robot 2 may be driven by electric power supplied from a commercial power source or may be driven by a battery.
  • the robot drive unit 21 includes a voice output device that outputs the speech voice of the robot 2. By driving the robot drive unit 21 as necessary, the robot 2 can speak to perform a dialogue with the user.
  • a drive control signal for controlling the drive of the robot drive unit 21 is input from the robot control unit 22 to the robot drive unit 21.
  • the robot drive unit 21 is driven according to the drive control signal.
  • the robot drive unit 21 may include an actuator that drives a portion of the robot 2 having a degree of freedom, a lighting device that lights the eyeball unit of the robot 2, and the like.
  • the robot control unit 22 receives a robot control command, which is an example of a command signal, from the operation terminal 3.
  • the robot control unit 22 generates the above-described drive control signal based on the received robot control command, and outputs the generated drive control signal to the robot drive unit 21. That is, the robot 2 can operate according to the robot control command.
  • the command for causing the robot 2 to speak includes data indicating the content of the utterance (scenario data described later).
  • the robot control unit 22 includes, for example, at least one memory storing software such as an application program and an operating system that operates the application program, and a CPU (Central Processing Unit) that executes the software stored in the memory.
  • the drive control signal may be generated by the CPU executing software stored in the memory.
  • the operation terminal 3 is a dialog control device carried by the user, and is, for example, a tablet terminal having a touch function.
  • the operation terminal 3 may be a smartphone, a desktop display type terminal, or the like.
  • the operation terminal 3 includes an orientation sensor 31 that is an example of a sensor, and an operation generation unit 32 that is an example of a command signal generation unit and a transmission unit.
  • the operation terminal 3 is driven by electric power supplied from the built-in battery.
  • the azimuth sensor 31 outputs an azimuth detection signal indicating the azimuth of the operation terminal 3 to the motion generation unit 32.
  • the direction sensor 31 outputs a direction detection signal indicating the detected direction of the operation terminal 3 to the operation generation unit 32.
  • the operation generation unit 32 for example, a direction in which the operation terminal 3 exists based on the direction detection signal.
  • a robot control command for controlling the posture of the robot 2 is generated so as to face.
  • the operation generation unit 32 generates a robot control command for controlling the operation of the robot 2.
  • the motion generation unit 32 transmits the generated robot control command to the robot control unit 22 via wireless communication such as Wi-Fi, for example.
  • the robot control unit 22 receives the robot control command from the motion generation unit 32, and outputs a drive control signal corresponding to the received robot control command to the robot drive unit 21, thereby controlling the operation of the robot 2. Do.
  • the operation of the robot 2 includes an interactive operation in which a conversation with the user is performed using voice.
  • the operation terminal 3 includes a scenario DB (database) 33, a scenario control unit 34, and a display unit 35 in addition to the motion generation unit 32 described above.
  • an input unit 36 such as a touch panel, and an audio output unit 37.
  • Scenario DB 33 is a scenario storage unit, and stores a plurality of different dialog scenario information for performing a dialog between the user and the robot 2.
  • the dialogue scenario information includes a plurality of dialogue scenarios.
  • the dialogue scenario is a story of dialogue exchanged between the user and the robot 2.
  • a user who has entered a restaurant changes a plurality of staying states between entering the restaurant and leaving the store. Therefore, a separate dialogue scenario is stored in the scenario DB 33 for each transition state. Further, when a customer selects a specific option from among a plurality of options while the dialog scenario executed in a certain staying state is in progress, there may be a case of switching to another dialog scenario.
  • Each dialogue scenario is composed of robot-side scenario data that the robot 2 uses for dialogue (ie, utterance) and user-side scenario data that the user uses for dialogue (ie, selection on the operation terminal 3).
  • the user-side scenario data is data that collects user-side options and the like for the utterances of the robot 2 in each dialogue scenario.
  • the user-side scenario data is used for displaying options and the like on the display unit 35 of the operation terminal 3 in accordance with the progress of the conversation scenario. The user can select a specific option from the displayed options using the input unit 36.
  • Each of the dialogue scenario options shown in the user-side scenario data has a tree structure in which new (lower) robot-side scenario data and user-side scenario data different from each other are alternately coupled as nodes.
  • a predetermined series of nodes ranging from the highest level to the lowest level are managed as basic scenarios used for typical dialogue, for example, and many node groups are managed as correction scenarios for correcting the basic scenarios. It may be.
  • dialogue scenario data for restaurants may be divided into a plurality of scenario groups according to status data indicating user stay information at restaurants.
  • the status data is data including a user's action in which the user's stay state is changed.
  • the status data is transmitted from the handy terminal 4 by the store staff or transmitted from the dialog control unit 345 based on the dialog contents.
  • the status data in the example of FIG. 1 is information indicating that the user has performed the following actions: sitting, ordering, food and drink provision, meal termination, and accounting.
  • the dialogue scenario data is provided from the scenario group classified by these status data.
  • the scenario control unit 34 controls the scenario based on the staying state of the user.
  • FIG. 2 is a block diagram illustrating a configuration of the scenario control unit 34 of the operation terminal 3.
  • the scenario control unit 34 includes a reception unit 341, a stay state determination unit 342, an information acquisition unit 343, and a dialogue control unit 345.
  • the orientation sensor 31 and the audio output unit 37 in the operation terminal 3 shown in FIG. 1 are omitted for simplicity.
  • the receiving unit 341 of the operation terminal 3 receives information including status data output from the store management device 5, for example.
  • the status data can be input, for example, at the handy terminal 4 for ordering formed by the store staff of the restaurant.
  • This status data is transmitted from the handy terminal 4 to the store management device 5 and transmitted to the receiving unit 341 of the scenario control unit 34. Further, the status data may be transmitted from the handy terminal 4 directly to the operation terminal 3 via the receiving unit 341 without passing through the store management device 5.
  • the status data transmitted from the handy terminal 4 may be used for preliminarily determining the staying state. Further, in the initial state, that is, in the state where the user enters or sits in the store, information indicating that the user enters or sits down from the handy terminal 4 may be transmitted as status data in order to initialize the staying state. In this way, by preliminarily determining the stay state from the status data input via the handy terminal 4, even if the change of the stay state is not determined during the dialogue, the handy terminal 4 forces the stay state. It is possible to change the staying state.
  • the stay state is after ordering and waiting for provision of food and drink It becomes possible to set to the state of.
  • the stay state is before the order at this timing. Even if it is in the state, it may be forcibly after ordering and transition to a food and drink provision waiting state. By doing so, the staying state is not changed during the conversation, but it is possible to cope with the case where the staying state is changed by the user's action.
  • an operation according to the staying state may be performed. Therefore, an operation instruction may not be issued.
  • the stay state determination unit 342 determines the stay state of the user based on the interaction information performed between the robot 2 and the user.
  • the staying state of the user may be determined based on the status data received by the receiving unit 341 in a preliminary manner.
  • This staying state is a state indicating the state of the user that changes over time.
  • the information acquisition unit 343 acquires, from the scenario DB 33, dialogue scenario information corresponding to the stay state determined by the stay state determination unit 342.
  • the dialogue scenario information refers to information on a scenario group that changes depending on the stay state, or individual scenario data included in the scenario group. There may be no scenario group, and the dialogue scenario information may be composed of data of a plurality of dialogue scenarios.
  • the scenario group is a bundle of scenario data suitable for the staying state of the user, and includes various scenario data according to the staying state. For example, if the user's staying state is the state before ordering, the scenario group includes scenario data that presents a menu according to each time, and the content of the conversation and the way the conversation changes depending on the number of adults and children Data and other scenario data according to various situations are included. Moreover, even in the same staying state, a plurality of dialogue scenario data that can be selected according to the operation of the operation terminal 3 may be provided.
  • the information acquisition unit 343 may acquire scenario data to be interacted according to the stay state of the user determined by the stay state determination unit 342, or after the information acquisition unit 343 acquires the scenario group, the scenario You may make it select and output the scenario data used for a dialog from a group.
  • the information acquisition unit 343 or the dialogue control unit 345 may select the scenario data used for the dialogue from the scenario group.
  • the dialogue control unit 345 outputs information including scenario data used for the dialogue acquired according to the staying status of the user to the action generation unit 32. Further, the dialogue control unit 345 may output data used for the dialogue to the display unit 35 of the operation terminal 3 if necessary.
  • the data used for the dialogue is basically information on the user side scenario data used for responding to the robot side scenario data.
  • the data output by the dialogue control unit 345 is not limited to the user-side scenario data, and when the user selects a menu, an image or video of food or drink may be output to the display unit 35. . That is, not only information about words and characters used for dialogue, but also data that can be used for display, such as images and moving images, may be output to the display unit 35 as appropriate.
  • the present invention is not limited to this, and sound may be output from the operation terminal 3 or the operation terminal 3 may be vibrated as necessary. In this case, the sound data, vibration data, and the like are output. You may do it. Further, when the robot 2 utters a sound, the sound uttered by the robot 2 may be output to the display unit 35 as characters. On the other hand, the user makes an arbitrary selection at the input unit 36 from the options displayed on the display unit 35 based on the user-side scenario data displayed on the display unit 35.
  • the dialogue control unit 345 outputs the robot side scenario data for responding to the data selected by the user to the display unit 35 and the motion generation unit 32.
  • the user's selection may be output as audio information from the operation terminal 3 via the audio output unit 37.
  • the dialogue between the user and the robot 2 is repeatedly performed by the dialogue control unit 345.
  • a dialogue can be performed between the user and the robot 2 using the dialogue scenario data.
  • the store management device 5 is a device that collectively manages other devices in the store such as the robot 2, the operation terminal 3, the handy terminal 4, and the POS terminal that exist in the store.
  • the store management device 5 includes a transmission unit, and transmits necessary information to each device in the store.
  • the necessary data is, for example, status data for determining the stay state from the status data in the stay state determining unit 342 of the scenario control unit 34.
  • the store management device 5 includes a receiving unit and receives necessary information from each device in the store.
  • the necessary data is, for example, status data transmitted from the handy terminal 4, accounting data transmitted from the POS terminal, or the like.
  • a database for storing data used for transmission / reception may be provided in the store management device 5.
  • the store management device 5 may include an operation instruction unit for instructing operations corresponding to the changed stay state to the store staff when the stay state of the user is changed.
  • the operation instruction to the store staff may be given to the handy terminal 4 or may be provided with a display board for receiving the operation instruction at a predetermined position in the store and displayed on the display board.
  • the store management device 5 performs processing related to other stores. For example, when an order is received from the user via the handy terminal 4, the order of the user can be transmitted to the staff who cooks food and drink by transmitting the order to the kitchen. Furthermore, by associating the order information from the user with the user, when the user leaves the store, it becomes possible to perform accounting processing based on the food and drink ordered by each user at the POS terminal.
  • FIG. 3 is a diagram schematically showing a state of processing from dialogue between the robot 2 and the user to selection of scenario data together with a time series.
  • solid arrows indicate data and signal input / output, and broken arrows indicate the passage of time.
  • the process up to scenario data selection is executed by the store management device 5, the scenario DB 33, and the scenario control unit 34.
  • the first information that the user has entered the handy terminal 4 or the second information that the user has been seated is input to the handy terminal 4 as status data (stay information) by the operation of the store staff.
  • This status data is transmitted to the operation terminal 3 via the store management device 5.
  • stay state determination unit 342 initializes the stay state of the user, and stay state P1 is a state from when the user enters the restaurant or sits down and places an order. Judge that there is.
  • the stay state determination unit 342 notifies the information acquisition unit 343 that the stay state of the user is the stay state P1.
  • the information acquisition unit 343 acquires scenario data belonging to the scenario group 1 corresponding to the stay state P1 from the scenario DB 33, and performs dialogue with the user.
  • the stay state determination unit 342 determines that the food and drinks that the user wants to order are determined from the dialogue between the user and the robot 2 in the stay state P1
  • the stay state determination unit 342 orders the stay state determination unit 342. It is determined that it is a staying state from the determination of the food and drink to the ordering, or the state of waiting for the food and drink ordered by the user to be provided.
  • the information acquisition unit 343 controls the robot 2 to utter a dialogue based on the scenario information via the action generation unit 32 based on the scenario information belonging to the scenario group suitable for the stay state from the scenario DB 33.
  • the stay state includes a state until the user completes eating and drinking of the food and drink, a state until the user leaves the restaurant after completing the eating and drinking of the food and drink, and the user enjoys the conversation after the meal.
  • a state such as a state, a state in which a user orders dessert may be provided.
  • a scenario group is selected according to each of the above stay states, and a dialogue between the user and the robot 2 is performed. Then, the information acquisition unit 343 selects a dialogue scenario according to the changed stay state.
  • scenario data belonging to scenario group 1 is acquired in a staying state from when the user enters the restaurant or sits down until the user determines the food to order.
  • scenario data from the scenario group 2 if the staying state from the determination of the food and drink to be ordered by the user until the ordering and the staying state waiting for the food and drink ordered by the user to be provided, If it is a stay state until the user completes eating and drinking of food and drink, scenario data from scenario group 3 and if it is a stay state until the user leaves the store after completing eating and drinking of food and drink, scenario data Is acquired.
  • the stay state change is determined by the stay state determination unit 342 based on the dialogue between the user and the robot 2, or is forcibly changed by the handy terminal 4 possessed by the store staff as an auxiliary. Further, when a predetermined time has elapsed due to the staying state, the state may transition to the next staying state.
  • scenario groups and stay states are shown as an example. Other stay states and scenario groups may be added, and the stay states described above may be omitted or combined. Also good.
  • FIG. 4 is a flowchart showing a flow of processing according to the present embodiment.
  • the scenario control unit 34 obtains status data that the user's stay information is entered or seated by the user via the handy terminal 4 possessed by the store staff, that is, The acquisition process of the initial value of stay information is performed (step S10). For example, at the timing when the user is seated, the store staff transmits to the handy terminal 4 to the store management apparatus 5 as status data indicating that the user is seated at a number corresponding to the table. Then, the stay state determination unit 342 acquires the status data from the store management device 5 via the reception unit 341.
  • the stay state determination unit 342 determines the stay state of the user based on the acquired status data (step S11). For example, when the status data indicating that the user is seated is received, the stay state determination unit 342 outputs the obtained stay state P1 to the information acquisition unit 343.
  • the stay state determination unit 342 determines whether or not the user's stay state has been changed (step S12). For example, when the state is changed from the unentered state or the unoccupied state to the stay state P1, the stay state determination unit 342 determines that the state has changed to a new stay state (step S12: YES), and the scenario group Move to the selection step.
  • the stay state determination unit 342 that has determined that the stay state has been changed notifies the information acquisition unit 343 that the stay state has been changed.
  • the information acquisition unit 343 notified of the change in the stay state selects a scenario group corresponding to the updated stay state (step S13). For example, when the stay state is notified that the stay state P1 illustrated in FIG. 3 has been updated from the stay state P1 to the stay state P2, the information acquisition unit 343 changes the scenario group from the scenario group 1 to the scenario group. Change to 2.
  • the information acquisition unit 343 acquires a dialogue scenario from the selected scenario group (step S14). As described above, the information acquisition unit 343 acquires scenario data belonging to an appropriate scenario group based on the stay state.
  • the information acquisition unit 343 transmits the acquired scenario data to the dialogue control unit 345, the dialogue control unit 345 performs a dialogue operation based on the received scenario data, and the robot 2 performs a dialogue operation with the user.
  • Step S15 If the stay state has not been changed (step S12: NO), the dialogue operation is continued without selecting a scenario group and acquiring a scenario.
  • the dialogue control unit 345 acquires status data based on the dialogue contents (step S15).
  • the status data is, for example, as described above, a state in which a menu to be ordered by the user is determined, a state in which food and drink are provided to the user, a state in which the user has completed eating and drinking, a state in which the user is about to leave the store, etc. It is data which shows.
  • the dialogue control unit 345 determines whether or not to terminate the dialogue based on the content of the dialogue (step S16).
  • step S16 determines whether or not to terminate the dialogue based on the content of the dialogue.
  • step S16 determines whether or not to terminate the dialogue based on the content of the dialogue.
  • FIG. 5 is a diagram illustrating an example of a dialogue between the robot 2 and the operation terminal 3 after the user is seated.
  • the status data is notified to the stay state determination unit 342 via the store management device 5 and the reception unit 341.
  • the stay state determination unit 342 receives the status data, the stay state determination unit 342 determines that the user is seated on the seat as an initial value of the stay state.
  • the robot 2 starts an interactive operation to show the menu to the user.
  • a greeting may be made in accordance with the time information held by the robot 2, the operation terminal 3, the handy terminal 4, or the store management device 5.
  • the robot 2 may make a greeting such as “Good morning!”.
  • the robot 2 may be introduced before starting to speak.
  • the greeting may be followed by saying “Good morning! It ’s Robo!”. Then, as shown in FIG. 5, “What to order?”
  • the operation terminal 3 may cause the user to select whether to refer to the normal menu or the recommended menu in accordance with this timing. For example, when the user selects to refer to the recommended menu, the display on the display unit 35 of the operation terminal 3 is the display shown in FIG.
  • FIG. 6 is a diagram illustrating a display example of the display unit 35 when “Tell me a recommended menu!” In FIG. 5 is selected by the user. As shown in FIG. 6, the letters “Italian cheese hamburger” are displayed together with images and moving images as today's recommended menu. At the same time, other recommended menus may be displayed together.
  • FIG. 7 is a diagram showing an example of dialogue when the recommended menu is selected.
  • the robot 2 utters a message such as “Thank you for choosing the recommended menu. Thank you!” For the user's selection.
  • options such as “of course!” And “change after all” are displayed.
  • the robot 2 utters, for example, “Recommended menu is ... Good choice!”.
  • a message that prompts the user to place an order such as “call the clerk and place an order!” Is uttered.
  • the dialogue control unit 345 notifies the stay state determination unit 342 of status data indicating that the user has determined the menu.
  • the stay state determination unit 342 notified of this status data determines that the stay state of the user is the stay state from when the user orders food and drink until the order is placed.
  • the stay state determination unit 342 determines that the stay state has been changed, the stay state determination unit 342 notifies the information acquisition unit 343 to change the scenario group. This determination may be performed by the information acquisition unit 343, or the information acquisition unit 343 notified of the stay state may determine that the stay state has been changed and select a scenario group.
  • the information acquisition unit 343 acquires scenario data for performing a dialogue between the user and the robot 2 from the scenario data belonging to the scenario group after selecting the scenario group.
  • FIG. 7 is an example of a dialogue at the timing when the staying state transitions from the initial state to the state from when the user decides to place an order to when placing an order. That is, in this example, the information acquisition unit 343 acquires scenario data from a scenario group in a state different from the initial state. At this timing, it is unknown whether the user has completed the order. For this reason, for example, the robot 2 may make a question such as “I still see other menus?” So that the user can determine whether or not the order has been completed.
  • the dialogue control unit 345 issues status data that the user still browses the menu, and the stay state determination unit 342 displays the stay state of the user. Judge that there is no change in state. Since there is no change in the staying state of the user, the information acquisition unit 343 continues the dialog without acquiring the scenario data, or continues the dialog by acquiring the scenario data belonging to the current scenario group To do. Note that status data may not be issued for such options that do not change the stay state. That is, in the user-side scenario data, an option that does not issue status data, for example, an option such as “I still want to see” may be set. As another method, in the case of such an option, the status data may not be transmitted to the stay state determination unit 342.
  • the dialogue control unit 345 issues status data indicating that the user has confirmed the order or that the user has completed the order, and the stay state determination unit 342. Determines that the staying state of the user has been updated.
  • the information acquisition unit 343 acquires new scenario data from the scenario group based on the updated stay state, and the robot 2 performs a dialogue based on the scenario data acquired by the information acquisition unit 343.
  • the staying state is a state where the user waits for food and drinks to be provided after completing the order, “Now, let's talk until food comes!” Etc., a dialogue suitable for the state waiting for provision of food and drinks is started.
  • the change in stay status is determined is not limited to the above. That is, when the dialog control unit 345 stores the status data or the stay state and acquires status data different from the current status data in the dialog, or the status data to be shifted from the current stay state to a different stay state.
  • the status data may be transmitted to the staying state determination unit 342 when acquired.
  • the stay state determination unit 342 stores the stay state
  • the dialog control unit 345 sequentially notifies the stay state determination unit 342 of status data or conversation contents that change in the dialog
  • the updated staying state may be transmitted to the store management device 5 when the staying state differs from the current staying state due to the status data notified from the dialog control unit 345 or the content of the dialog.
  • the information acquisition unit 343 stores the stay state, and when the stay state transmitted from the stay state determination unit 342 is changed, the scenario group for acquiring the scenario data is changed. You may do it.
  • a stay state storage unit (not shown) for storing the stay state may be provided.
  • the stay state determination unit 342 updates the stay state of the stay state storage unit every predetermined time, for example, every 30 seconds or every minute.
  • the information acquisition unit 343 refers to the stay state in the stay state storage unit every predetermined time, for example, every 30 seconds or every minute, and when the stay state is updated to a different stay state, the scenario data is stored. You may make it change the scenario group to acquire.
  • the predetermined time is not limited to 30 seconds or 1 minute, and may be a shorter time interval or a longer time interval.
  • the stay state confirmation method is not limited to the above-described method, and any method can be used as long as the scenario group can be appropriately selected according to the status data notified by the dialogue control unit 345 or the stay state determined by the stay state determination unit 342. Such a form may be sufficient.
  • FIG. 9 is a diagram illustrating an example in which the user explicitly selects to update the status data.
  • the robot 2 speaks “Is the order complete?”. Then, the display unit 35 displays options such as “I have decided!” And “I am still thinking”.
  • the dialogue control unit 345 notifies the stay state determination unit 342 of status data indicating that the menu has been determined.
  • the stay state determination unit 342 that has received the notification of status data determines the stay state corresponding to the status data, and transmits the stay state to the information acquisition unit 343.
  • the information acquisition unit 343 that has received the stay state changes the scenario group for acquiring the scenario data.
  • the scenario group corresponding to the staying state being ordered is changed to the scenario group corresponding to the staying state waiting to provide food and drink, and the robot 2 “calls the store clerk” based on the new scenario data. Then, let's talk after ordering! ", And then control the robot 2 to interact with the user.
  • status data is updated by the user during the conversation, either explicitly or not explicitly.
  • This change in status data may be included in the scenario data.
  • the scenario data stored in the scenario DB 33 may internally hold status data associated with the option selected by the user so that the dialog control unit 345 can refer to the status data.
  • a score for predetermined status data is assigned to each option, and when the cumulative value of the score for the status data exceeds a threshold value, the dialog control unit 345 transmits status data. It may be issued.
  • a scenario group is selected based on each stay state or status data.
  • the user and the robot 2 may move to a state in which no dialogue is performed.
  • a silent scenario may be set as the scenario data.
  • status data indicating that the user has finished eating and drinking and has entered the interactive mode may be notified.
  • the conversation may not be performed until the status data that the eating and drinking is explicitly completed is notified via the operation terminal 3.
  • Scenario data for confirming whether or not an order has been determined is prepared in a case where there is no notification of status data from the dialogue control unit 345 for a predetermined time after the status data on which the user is seated is input.
  • the user and the robot 2 may interact with each other using data.
  • the user When the user starts to refer to the menu via the operation terminal 3 in the staying state while eating or drinking, the user predicts that there is an additional order, selects the corresponding scenario group when there is an additional order, and sets the scenario data You may make it acquire.
  • a dialogue or a game may be performed, or scenario data may be acquired so as to select whether or not there is an additional order at an appropriate timing.
  • the selection of the stay state and the scenario group corresponding to the stay state and the acquisition of the scenario data are not limited to those described above as long as the user satisfaction is improved.
  • each scenario group has a plurality of dialogue scenario information, and the user and the robot 2 interact with each other, thereby allowing one dialogue scenario information dialogue. Make it progress. Furthermore, depending on the selection contents of the user, etc., the dialog scenario may be switched from one dialog scenario information to another dialog scenario information.
  • status data is issued according to the state of dialogue between the user and the robot 2, the stay state is determined based on the issued status data, and based on the determined stay state.
  • scenario data By acquiring scenario data by selecting a scenario group, the user can perform appropriate dialogues with the robot 2 corresponding to various staying states, and the user's satisfaction can be improved. Become.
  • the stay state determination unit 342 is provided in the scenario control unit 34 of the operation terminal 3, but the present invention is not limited to this.
  • the store management device 5 may include a stay state determination unit 342.
  • FIG. 10 is a block diagram illustrating the configuration of the operation terminal 3 and the store management device 5 according to this modification.
  • the store management device 5 includes a transmission unit 51 and a stay state determination unit 342. As described above, when the stay state determination unit 342 is provided in the store management device 5, the status data or the conversation content in the dialog between the user and the robot 2 is transmitted from the dialog control unit 345 to the stay state determination unit of the store management device 5. 342 is transmitted. The stay state determination unit 342 that has received the status data or the conversation content determines the stay state of the user, and transmits the stay state to the information acquisition unit 343 of the scenario control unit 34 via the transmission unit 51.
  • the store management device 5 that is a server or the like has a higher processing capability and a larger data area than the operation terminal 3 that is a tablet or the like. Further, since the operation terminal 3 is operated by being held by the user's hand, when the operation terminal 3 is not connected to a power source or the like, the operation amount of the battery is lowered according to the usage time by being operated by the user for a long time. According to this modification, it becomes possible to perform high-speed processing at a more appropriate location, lighten the processing of the operation terminal 3, improve the battery usage status of the operation terminal 3, and allow the user to It can be gripped and used.
  • the usage of the stay status is not limited to the acquisition of scenario data. That is, when the stay state is desired to be used at a place other than the operation terminal 3, it may be preferable to determine the stay state in the store management device 5. By adopting such a configuration, it is possible to collect judgment materials in the store management device 5, and it is possible to easily manage various situations.
  • the interactive system 1 includes the operation terminal 3, but is not limited thereto.
  • the operation terminal 3 is not provided, and a dialogue operation between the user and the robot 2 may be performed by voice.
  • FIG. 11 is a block diagram showing the configuration of the interactive system 1 according to this modification.
  • the robot 2 includes a robot drive unit 21, a robot control unit 22, an action generation unit 32, a scenario DB 33, a scenario control unit 34, Furthermore, a voice recognition unit 23 is provided.
  • the robot drive unit 21 and the robot control unit 22 are the same as those in the above-described embodiment, and the motion generation unit 32 and the scenario DB 33 are moved to the robot 2 instead of omitting the operation terminal 3.
  • the voice recognition unit 23 When the voice recognition unit 23 receives a voice from the user, the voice recognition unit 23 converts the received voice into a signal using a voice recognition method, and converts the converted signal data into user-side scenario data.
  • a voice recognition method an acoustic model such as a hidden Markov model may be used, or a language model such as a context free grammar may be used.
  • the speech recognition method is not limited to these, and any method may be used as long as speech can be appropriately converted into character string data.
  • an input device such as a microphone may be provided in order to distinguish surrounding noise and the like from the user's voice.
  • the voice recognition unit 23 extracts user-side scenario data using the converted character string data after the user's voice is converted into character string data.
  • the extracted user side scenario data is transmitted to the scenario control unit 34.
  • the scenario control unit 34 in FIG. 11 is equivalent to the scenario control unit 34 shown in FIG. 2, and the stay state determination unit 342 is provided in the scenario control unit 34.
  • the subsequent processing is the same as that in the above-described embodiment.
  • the stay state determination unit 342 includes the robot 2 as in the present modification. It may be possible to be provided within. That is, the stay state determination unit 342 may be provided in the operation terminal 3 as in the first embodiment, may be provided in the store management device 5 as in the first modification, or the present modification. It may be provided in the robot 2 as an example. Based on various viewpoints such as processing weight in each device or terminal, data flow, memory amount, data area for a program that secures the function, the mounting location can be appropriately changed to an appropriate location. .
  • the stay state is determined in the robot 2 and the scenario data is acquired.
  • the stay state is determined and the scenario data is acquired.
  • the store management device 5 In the store management device 5.
  • the robot 2 In general, the robot 2 must have a mechanism and a structure for physically controlling the robot 2 and a data area for controlling the same, and it is difficult to secure other processing capabilities and data areas. There is something wrong. Therefore, in the present modification, the store management device 5 performs processing that places a heavy load.
  • FIG. 12 is a block diagram showing a configuration of the dialogue system 1 according to this modification.
  • the robot 2 includes a robot drive unit 21, a robot control unit 22, and a voice recognition unit 23.
  • the store management device 5 includes an action generation unit 32, a scenario DB 33, a scenario control unit 34, and a stay state determination unit 342.
  • the robot 2 obtains the user's voice, that is, the dialogue data by the voice recognition unit 23 and transmits the dialogue data to another place, the stay state determination unit 342 of the store management device 5.
  • the stay state determination unit 342 determines the stay state and outputs the stay state to the scenario control unit 34 when the conversation data includes status data.
  • the scenario control unit 34 that has received the stay state acquires the scenario data, and the operation generation unit 32 controls the interactive operation with the user.
  • the scenario control unit 34 in the present modification is equivalent to the configuration of the scenario control unit 34 shown in FIG.
  • the store management device 5 As described above, even in the case where the operation terminal 3 is not provided, it is possible to provide the store management device 5 with a portion that performs high-load processing. In particular, such a configuration is effective when the communication band is sufficient or when it is desired to secure the processing capability of the robot 2.
  • FIG. 13 is a block diagram showing the configuration of the interactive system 1 according to this modification.
  • the scenario DB 33 may be in another place via the communication network 6 connected by a wired or wireless method.
  • it may be stored in a predetermined database on the cloud, or may be on a server that supervises many stores.
  • the scenario DB 33 By arranging the scenario DB 33 in this way, it is not necessary to secure the scenario DB 33 for each store, and it is also possible to manage the scenario in a unified manner.
  • the dialogue is described as a state in which the user or the robot 2 outputs some information, but is not limited thereto.
  • a silent scenario may be prepared in advance and the silent scenario may be output. .
  • scenario database is not provided in any of the robot 2, the operation terminal 3, and the store management device 5, various modifications are conceivable.
  • a scenario control unit 34 including a stay state determination unit 342 is provided in the store management device 5, and scenario data is transferred from the scenario control unit 34 of the store management device 5 to the robot 2 and the operation terminal 3 with respect to the scenario DB 33. May be instructed to output.
  • robot-side scenario data is transmitted from the scenario DB 33 to the robot 2
  • user-side scenario data is transmitted from the scenario DB 33 to the operation terminal 3 including the motion generation unit 32, the display unit 35, and the input unit 36.
  • the user and the robot 2 may interact using these scenario data.
  • the content of the user's dialogue is transmitted from the operation terminal 3 to the store management device 5 so that the store management device 5 determines the stay state, selects the scenario group, and decides which scenario data to acquire. Also good. By doing in this way, it becomes possible to consolidate the process which becomes high load into the store management apparatus 5 further.
  • the dialog system 1 according to all the embodiments and the modifications described above can be suitably applied to the eating and drinking service as described above, but may be applied to various services other than the eating and drinking service.
  • the interactive system 1 may be a program in which software processing is specifically executed by hardware using a program recorded in a computer such as a CPU and a memory.
  • each unit may be configured by an analog circuit or a digital circuit and the function may be executed, or the function may be realized by mixing a computer and a circuit.

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  • Manipulator (AREA)
  • Management, Administration, Business Operations System, And Electronic Commerce (AREA)
  • Cash Registers Or Receiving Machines (AREA)

Abstract

L'invention concerne un dispositif de commande de conversion capable de mener une conversation appropriée avec un client. Ce dispositif de commande de conversation comprend : une unité d'acquisition d'informations permettant d'acquérir des informations de scénario de conversation qui sont des informations de scénario permettant d'avoir une conversation avec un client venu dans un restaurant et qui dépendent d'un état de séjour du client dans le restaurant ; une unité de commande de conversation permettant d'avoir une conversation avec le client d'après les informations de scénario de conversation acquises par l'unité d'acquisition d'informations ; et une unité de détermination d'état de séjour permettant de déterminer de l'état de séjour du client dans le restaurant d'après le contenu de la conversation avec le client.
PCT/JP2018/011909 2017-03-24 2018-03-23 Dispositif de commande de conversation et système de conversation Ceased WO2018174285A1 (fr)

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JP2017-060028 2017-03-24
JP2017060028A JP2018163504A (ja) 2017-03-24 2017-03-24 対話制御装置及び対話システム

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WO2020145085A1 (fr) * 2019-01-08 2020-07-16 株式会社日立国際電気 Dispositif de reconnaissance d'image, programme de reconnaissance d'image et procédé de reconnaissance d'image

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JP2004102817A (ja) * 2002-09-11 2004-04-02 Toshiba Corp 飲食店の注文処理システム及び方法
JP2004109323A (ja) * 2002-09-17 2004-04-08 Denso Corp 音声対話装置及びプログラム
JP2004283983A (ja) * 2003-03-24 2004-10-14 Seiko Epson Corp ロボット及びロボットを用いた給仕サービススシステム
JP2008036799A (ja) * 2006-08-09 2008-02-21 Yaskawa Electric Corp ロボットシステム

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JP2004102817A (ja) * 2002-09-11 2004-04-02 Toshiba Corp 飲食店の注文処理システム及び方法
JP2004109323A (ja) * 2002-09-17 2004-04-08 Denso Corp 音声対話装置及びプログラム
JP2004283983A (ja) * 2003-03-24 2004-10-14 Seiko Epson Corp ロボット及びロボットを用いた給仕サービススシステム
JP2008036799A (ja) * 2006-08-09 2008-02-21 Yaskawa Electric Corp ロボットシステム

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