JP7693962B1 - Information processing device and information processing method - Google Patents

Abstract

An information processing device and an information processing method are provided that suppress a user from abandoning a dialogue.
[Solution] An information processing device 1 that is communicatively connected to multiple terminals has a dialogue unit 131 that analyzes the voice of a user using the terminal based on sound information collected by the terminal and dialogues with the user by having the terminal output a response voice to the user's voice, an acquisition unit 132 that acquires situation information indicating the situation around the terminal collected by the terminal during dialogue with the user by the dialogue unit 131, a first determination unit 133 that determines whether or not the situation is a predetermined situation that makes it difficult for the user to dialogue, based on the situation information acquired by the acquisition unit 132, and a presentation unit 134 that presents to the user that it is possible to continue the dialogue by using a second terminal different from the first terminal in a location different from the first terminal, based on the determination by the first determination unit 133 that it is a predetermined situation.
[Selected figure] Figure 2

Description

The present invention relates to an information processing device and an information processing method.

Conventionally, there is known a dialogue device that displays an avatar on a terminal as a dialogue agent and has the avatar respond based on the voice uttered by the user to dialogue with the user (see, for example, Patent Document 1).

JP 2024-112283 A

When a terminal displaying an avatar is installed in a place with a lot of foot traffic, users may feel embarrassed to talk to the avatar or may not want others to know the content of their conversation, making it difficult to have a conversation with the avatar and causing problems such as users abandoning the conversation.

The present invention was made in consideration of these points, and aims to prevent users from abandoning a conversation.

The information processing device according to the first aspect of the present invention has a dialogue unit that analyzes the voice of a user using the terminal based on sound information collected by the terminal and dialogues with the user by causing the terminal to output a response voice to the user's voice, an acquisition unit that acquires situation information indicating a situation around the terminal collected by the terminal during dialogue with the user by the dialogue unit, a first determination unit that determines whether or not the situation is a predetermined situation that is difficult for the user to dialogue based on the situation information acquired by the acquisition unit, and a presentation unit that presents to the user that the dialogue can be continued by using another terminal different from the terminal in a location different from the terminal based on the first determination unit's determination that the situation is the predetermined situation.

The information processing device may further have a second determination unit that, when the other terminal collects sound information, determines whether the user who was using the terminal and the user who is using the other terminal are the same user based on the sound information collected by the terminal and the sound information collected from the other terminal, and the dialogue unit may take over the content of the dialogue that was being carried out on the terminal and engage in a dialogue with the user of the other terminal based on the second determination unit's determination that the user who was using the terminal and the user who is using the other terminal are the same user.

The second determination unit may determine whether the user who used the terminal and the user who is using the other terminal are the same user based on the characteristics of the voice indicated by the sound information collected by the terminal and the characteristics of the voice indicated by the sound information collected from the other terminal.

The presentation unit may store in a memory unit the content of the dialogue between the dialogue unit and the user in association with identification information for identifying the content of the dialogue, and may present to the user that the dialogue can be continued by using the other terminal, and may display the identification information on a display unit of the terminal, and the dialogue unit may take over the content of the dialogue stored in the memory unit in association with the identification information received from the other terminal, and may engage in a dialogue with the user of the other terminal.

The other terminal is a mobile terminal owned by the user, and the presentation unit associates the content of the dialogue with the user by the dialogue unit with identification information for identifying the content of the dialogue and stores it in a storage unit, presents to the user that the dialogue can be continued by using the mobile terminal, and displays on a display unit of the terminal the dialogue continuation information that includes the identification information and is readable by the mobile terminal and is used by the mobile terminal to request the continuation of the dialogue, and the dialogue unit may receive the identification information from the mobile terminal that reads the dialogue continuation information, and based on the received identification information, continue the dialogue that was being carried out on the terminal and engage in a dialogue with the user of the mobile terminal.

The acquisition unit may acquire sound information collected by the terminal as situation information, and the first determination unit may identify the content of the user's dialogue based on the sound information acquired by the acquisition unit, and determine whether or not the specified situation exists based on the identified content of the dialogue.

The first determination unit may determine that the specified situation exists when the content of the identified dialogue is related to the user's finances or illness.

The acquisition unit may acquire sound information collected by the terminal as situation information, and the first determination unit may determine that the predetermined situation exists when the surrounding sounds indicated by the sound information acquired by the acquisition unit include voices of multiple people.

The acquisition unit may acquire sound information collected by the terminal as situation information, and the first determination unit may determine that the predetermined situation exists when the sound information acquired by the acquisition unit indicates that the user's voice is getting quieter over time.

The acquisition unit may acquire sound information collected by the terminal as situation information, and the first determination unit may analyze the user's voice indicated by the sound information acquired by the acquisition unit, and determine that the specified situation exists when the user's voice includes a predetermined word indicating a specific hesitation.

The acquisition unit may acquire video information showing an image of the surroundings of the terminal captured by the terminal as the situation information, and the first determination unit may determine whether the different person is related to the user when the image shown by the video information shows the user and a person other than the user, and may determine that the specified situation exists when it is determined that the different person is not related to the user.

The first judgment unit may determine that multiple people other than the user are not related to the user when the image indicated by the video information shows multiple people other than the user and the multiple people are not speaking to each other or not face to face.
The first determination unit may determine whether the different person is a related person of the user based on a position of the user and a position of the different person in the image represented by the image information.

The information processing method according to the second aspect of the present invention includes the steps of: analyzing the voice of a user using a terminal based on sound information collected by the terminal, and having the terminal output a response voice to the user's voice, executed by a computer, thereby interacting with the user; acquiring situation information indicating the situation around the terminal collected by the terminal during the interaction with the user; determining, based on the acquired situation information, whether or not the situation is a predetermined situation that makes it difficult for the user to have an interaction; and, based on the determination that the situation is the predetermined situation, presenting to the user that the interaction can be continued by using another terminal different from the terminal in a different location from the terminal.

The present invention has the effect of preventing users from abandoning a conversation.

FIG. 1 is a diagram illustrating an overview of an information processing device. FIG. 2 is a diagram illustrating a functional configuration of an information processing device. FIG. 1 is a diagram for explaining a voice dialogue method. 4 is a flowchart showing a process flow in an information processing device.

[Overview of information processing device 1]
1 is a diagram showing an overview of an information processing device 1. The information processing device 1 is a computer that displays a person who will have a conversation with a user on a display unit of a first terminal 2 installed, for example, at a storefront of a retail store, a financial institution, or a government office, and on a second terminal 3 installed in a location different from the first terminal 2, and outputs the voice of the person to a sound output unit of these terminals, thereby operating the person to have a conversation with the user. The information processing device 1 is communicably connected to the first terminal 2 and the second terminal 3.

The first terminal 2 is a computer such as a personal computer or tablet that can be used first by a user who visits a store or government office. The second terminal 3 is a computer such as a personal computer or tablet that is installed in a location different from the first terminal 2. The second terminal 3 is installed, for example, in a private room or booth where there are fewer people passing by compared to the location where the first terminal 2 is installed. Note that the second terminal 3 is a terminal provided by the store or government office, but is not limited to this, and may be a mobile terminal such as a smartphone owned by the user.

First, the information processing device 1 has the first terminal 2 output response information corresponding to dialogue information based on dialogue information related to the dialogue received from the user by the first terminal 2, thereby having a dialogue with the user. The dialogue with the user is repeated in response to the reception of dialogue information.

The information processing device 1 acquires situation information indicating the situation around the first terminal 2 collected by the first terminal 2 during a dialogue with the user ((1) in FIG. 1). Based on the acquired situation information, the information processing device 1 determines whether the situation is a predetermined situation in which it is difficult for the user to dialogue ((2) in FIG. 1). If the information processing device 1 determines that the situation is a predetermined situation, it presents to the first terminal 2 usage guide information indicating that the dialogue can be continued by using the second terminal 3 as another terminal in a location different from the first terminal 2 ((3) in FIG. 1).

As a result, the user can move to the location where the second terminal 3 is installed and use the second terminal 3 to continue the conversation that was taking place using the first terminal 2. In this way, the information processing device 1 can prevent the user from abandoning the conversation because it is difficult for the user to have a conversation.

[Functional configuration of information processing device 1]
Next, a description will be given of functions of the information processing device 1. Fig. 2 is a diagram showing the functional configuration of the information processing device 1. The information processing device 1 has a communication unit 11, a storage unit 12, and a control unit 13.

The communication unit 11 is a communication interface for transmitting and receiving data to and from external devices such as the first terminal 2 and the second terminal 3 via a communication network such as the Internet or a mobile phone line.
The storage unit 12 is a storage medium that stores various data, and includes a ROM (Read Only Memory), a RAM (Random Access Memory), a hard disk, etc. The storage unit 12 stores a program executed by the control unit 13. The storage unit 12 stores a program that causes the control unit 13 to function as a dialogue unit 131, an acquisition unit 132, a first determination unit 133, a presentation unit 134, and a second determination unit 135.

The control unit 13 is, for example, a CPU (Central Processing Unit). The control unit 13 executes the programs stored in the storage unit 12, thereby functioning as a dialogue unit 131, an acquisition unit 132, a first determination unit 133, a presentation unit 134, and a second determination unit 135.

[Dialogue method performed by dialogue unit 131]
The dialogue unit 131 dialogues with the user by causing the first terminal 2 or the second terminal 3 to output response information corresponding to dialogue information based on dialogue information related to the dialogue received from the user. In the following description, when the first terminal 2 and the second terminal 3 are not distinguished from each other, the first terminal 2 and the second terminal 3 are simply referred to as terminals.

The dialogue unit 131, for example, displays a virtual human, which is a virtual person generated using computer graphics, on the display unit of the terminal as a person who will dialogue with the user. Then, in response to a response from the user, the dialogue unit 131 realizes a dialogue between the virtual human and the user by outputting the voice of the virtual human from the sound output unit of the terminal, outputting a message from the virtual human on the display unit of the terminal, and changing the facial expression of the virtual human.

In this embodiment, the dialogue unit 131 dialogues with the user, for example, by a voice dialogue method. FIG. 3 is a diagram for explaining the voice dialogue method. First, in order to realize the voice dialogue method, the acquisition unit 132 acquires, from the terminal, sound information collected by the terminal as dialogue information.

The voice dialogue method is an interaction method in which a terminal analyzes the user's voice contained in the sound information collected by the terminal, and has the terminal output a response voice to the user's voice as response information, thereby interacting with the user. In the voice dialogue method, as shown in Figure 3, a virtual human is displayed on the display unit of the terminal, the response voice is output from the terminal, and the display is controlled so that the virtual human speaks the response voice.

In this embodiment, the dialogue unit 131 dialogues with the user using a voice dialogue method, but this is not limited to this. The dialogue unit 131 may also dialogue with the user using a selective dialogue method in which one or more answer candidates are displayed as response information on the display unit of the first terminal 2, and an answer from the user is received as dialogue information via an operation unit such as a touch panel or button superimposed on the display unit of the first terminal 2, thereby dialogue with the user. The response voice in the voice dialogue method and the response information in the selective dialogue method may be generated, for example, by using a generation AI (Artificial Intelligence).

The acquisition unit 132 also acquires terminal type information indicating whether the terminal is a first terminal 2 or a second terminal 3, so as to be able to identify whether the terminal is a first terminal 2 or a second terminal 3.

[Determining whether a situation is difficult for dialogue]
The acquisition unit 132 and the first determination unit 133 cooperate to determine whether a situation in which the user is interacting with a virtual human is a predetermined situation in which it is difficult for the user to interact.

First, the acquisition unit 132 acquires situation information indicating the situation around the first terminal 2 collected by the first terminal 2 during a dialogue between the virtual human and the user by the dialogue unit 131. For example, the acquisition unit 132 acquires, as situation information, sound information including the user's voice and sounds around the first terminal 2 collected by the first terminal 2 during a dialogue with the user by the dialogue unit 131. The acquisition unit 132 also acquires, as situation information, video information indicating an image around the first terminal 2 captured by an imaging device that captures an image of the surroundings of the first terminal 2 and that is provided in the first terminal 2.

The first determination unit 133 determines whether the user's situation is a predetermined situation in which it is difficult for the user to have a conversation, based on the situation information acquired by the acquisition unit 132. The predetermined situation is, for example, a situation in which it is difficult for the user to have a conversation because the user is concerned about the presence of other users around the first terminal 2 or is embarrassed to talk to the virtual human out loud.

When the terminal type information acquired by the acquisition unit 132 indicates the first terminal 2 as the terminal type, the first determination unit 133 determines whether the user's situation is a predetermined situation. Note that the first determination unit 133 may determine whether the user's situation is a predetermined situation regardless of whether the terminal used by the user is the first terminal 2 or the second terminal 3.

The first determination unit 133 identifies the content of the user's dialogue based on the sound information acquired by the acquisition unit 132, and determines whether or not the situation is a predetermined situation based on the content of the identified dialogue. For example, the first determination unit 133 analyzes the sound information acquired by the acquisition unit 132 as situation information, and identifies the user's voice and surrounding sounds that are different from the user's voice. The first determination unit 133 identifies the content of the user's dialogue by analyzing the user's voice identified from the sound information. The first determination unit 133 determines that the situation is a predetermined situation when the content of the dialogue identified from the user's voice is content related to the user's money or illness. For example, the content of the dialogue related to money is a loan or other financing, or a consultation regarding the user's asset management. Furthermore, the content related to illness is a consultation regarding medical care such as treatment for the user or a person related to the user, or a consultation regarding insurance. For example, keywords related to money or illness are stored in the storage unit 12 in advance. Then, the first determination unit 133 determines that a predetermined situation exists when text information indicating the content of the dialogue identified from the user's voice contains a keyword stored in the storage unit 12.

The first determination unit 133 also determines that a predetermined situation exists when the ambient sounds included in the sound information include the voices of multiple people. The first determination unit 133 also determines that a predetermined situation exists when the user's voice indicated by the sound information becomes quieter over time.

In addition, the first determination unit 133 analyzes the user's voice indicated by the sound information, and determines that a specific situation exists if the user's voice contains predetermined words indicating specific hesitation, such as "um," "ah," or "sorry."

The first determination unit 133 also analyzes the video indicated by the video information acquired by the acquisition unit 132 as situation information, and determines that a predetermined situation exists if a person who is not related to the user is shown in the video. For example, the first determination unit 133 determines whether or not the user and a person other than the user are shown in the video indicated by the video information acquired by the acquisition unit 132.

When the first determination unit 133 determines that the video shows the user and a person other than the user, it determines whether the different person is a related person of the user. The first determination unit 133 determines whether the video shows a person who is not a related person of the user, based on the state of the different person shown in the video.

For example, the first determination unit 133 analyzes the video information acquired by the acquisition unit 132, and when the video shows multiple people different from the user, determines whether the multiple different people are not talking to each other or not meeting face to face. When the first determination unit 133 determines that the multiple different people are not talking to each other or not meeting face to face, it determines that the multiple different people are not related to the user, and determines that a person not related to the user is shown in the video.

In addition, the first determination unit 133 determines that the multiple different people are not related to the user when it determines that the multiple different people are not talking to each other or not meeting face to face, but this is not limited to the above. The first determination unit 133 may determine whether the different people are related to the user based on the position of the user and the positions of the different people in the video indicated by the video information acquired by the acquisition unit 132.

For example, if all the different people shown in the video are located to the side of the user's position, the first determination unit 133 determines that the different people are related to the user, and determines that no people who are not related to the user are shown in the video. Furthermore, if all the different people are not located to the side of the user's position, the first determination unit 133 determines that a person who is not related to the user is shown in the video. In this way, the information processing device 1 can determine that the situation around the first terminal 2 is a predetermined situation, for example, if a user different from the user is standing behind the user to use the first terminal 2 or moving behind the user.

In the above description, the first determination unit 133 determines whether the user's situation is a predetermined situation based on each of the sound information and video information acquired by the acquisition unit 132, but this is not limited to the above. The first determination unit 133 may determine whether the situation is a predetermined situation based on the sound information and video information acquired by the acquisition unit 132. For example, the first determination unit 133 may calculate a score indicating the likelihood that the situation is a predetermined situation based on each of the sound information and video information acquired by the acquisition unit 132, and determine that the situation is a predetermined situation when the sum of the calculated scores exceeds a predetermined threshold.

Note that the predetermined situation in which it is difficult for the user to have a conversation is, for example, a situation in which it is difficult for the user to have a conversation because the user is concerned about the presence of other users around the first terminal 2, but is not limited to this. The predetermined situation may also be a situation in which it is difficult for the user to have a conversation because the surroundings of the first terminal 2 are noisy. The first determination unit 133 may determine that a situation is a predetermined situation when the volume of the surrounding sound included in the sound information is equal to or greater than a predetermined volume.

[Continuing conversation using other devices]
Based on the first determination unit 133 determining that a specified situation exists, the presentation unit 134 presents to the user that it is possible to continue the conversation by using a second terminal 3 as another terminal different from the first terminal 2 in a location different from the first terminal 2.

For example, when the first determination unit 133 determines that a predetermined situation exists, the presentation unit 134 displays, on the first terminal 2, usage guide information indicating that the user can continue the dialogue with the virtual human by using a second terminal 3 that is located in a different place from the first terminal 2, thereby presenting to the user that the dialogue can be continued. The usage guide information includes, for example, information indicating the location of the second terminal 3.

In this case, in response to the first determination unit 133 determining that the situation is a predetermined situation, the dialogue unit 131 may inquire of the user whether or not it is difficult for the user to dialogue at the location of the first terminal 2. Then, in response to the dialogue unit 131 receiving a response indicating that it is difficult for the user to dialogue, the presentation unit 134 may present usage guide information to the first terminal 2, thereby presenting to the user that it is possible to continue the dialogue by using the second terminal 3. This allows the user to move to a private room or booth where the second terminal 3 is installed and to use the second terminal 3 to carry out the dialogue.

When the dialogue unit 131 starts a dialogue, the second determination unit 135 determines whether the terminal at which the dialogue started is the first terminal 2 or the second terminal 3, based on the terminal type information acquired by the acquisition unit 132. When the second determination unit 135 determines that the dialogue started at the second terminal 3 as the other terminal, it determines whether the user who used the first terminal 2 and the user who is using the second terminal 3 are the same user. For example, the second determination unit determines whether the user who used the first terminal 2 and the user who is using the second terminal 3 are the same user, based on the voice characteristics indicated by the sound information collected by the first terminal 2 and the voice characteristics indicated by the sound information collected from the second terminal 3.

In this case, for example, the presentation unit 134 associates feature information indicating the features of the user's voice contained in the sound information acquired from the first terminal 2 with the content of the dialogue between the user and the virtual human, and stores them in the storage unit 12. When the acquisition unit 132 acquires sound information indicating the sound collected by the second terminal 3, the second determination unit 135 identifies the features of the user's voice contained in the sound information, and if feature information corresponding to the identified features is stored in the storage unit 12, determines that the user who used the first terminal 2 and the user who is using the second terminal 3 are the same user.

Based on the second determination unit 135 determining that the user who used the first terminal 2 and the user who uses the second terminal 3 are the same user, the dialogue unit 131 identifies the content of the dialogue associated with the feature information indicating the voice features of the user identified by the second determination unit as the content of the dialogue that was taking place on the first terminal 2. Then, the dialogue unit 131 takes over the identified content of the dialogue that was taking place on the first terminal 2 and engages in a dialogue with the user of the second terminal 3.

Note that the second determination unit 135 determines whether the user who used the first terminal 2 and the user who is using the second terminal 3 are the same user based on the characteristics of the voice indicated by the sound information collected by the first terminal 2 and the characteristics of the voice indicated by the sound information collected from the second terminal 3, but this is not limited to the above.

The second determination unit 135 may compare the characteristics of the users shown in the video information acquired by the acquisition unit 132 from the first terminal 2 and the second terminal 3, and determine whether the user who used the first terminal 2 and the user who uses the second terminal 3 are the same user. The second determination unit 135 may also determine whether the user who used the first terminal 2 and the user who uses the second terminal 3 are the same user, based on the characteristics of the voice indicated by the sound information collected by the first terminal 2 and the second terminal 3 and the characteristics of the user indicated by the video information acquired by the first terminal 2 and the second terminal 3. The second determination unit 135 may also determine whether the user who used the first terminal 2 and the user who uses the second terminal 3 are the same user, based on whether information for identifying the user who used the first terminal 2 was acquired from the second terminal 3.

In this case, the presentation unit 134 presents to the user that the dialogue can be continued by using the second terminal 3, and causes the display unit of the second terminal 3 to display dialogue identification information for identifying the content of the dialogue as information for identifying the user who was using the first terminal 2. The dialogue identification information is, for example, a predetermined password or keyword. Furthermore, when presenting the usage guide information, the presentation unit 134 associates the content of the dialogue between the dialogue unit 131 and the user with the dialogue identification information and stores them in the storage unit 12.

When starting a dialogue on the second terminal 3, the dialogue unit 131 accepts a selection as to whether or not to continue the dialogue that is already taking place between the user and the virtual human. When the dialogue unit 131 accepts a selection to continue the dialogue, it accepts dialogue identification information from the user via the second terminal 3.

When the dialogue identification information received from the user is stored in the memory unit 12, the second determination unit 135 determines that the user who used the first terminal 2 and the user who is using the second terminal 3 are the same user.

The dialogue unit 131 stores dialogue identification information received from a user via the second terminal 3 in the storage unit 12, and when the second determination unit 135 determines that the user who used the first terminal 2 and the user who is using the second terminal 3 are the same user, the dialogue unit 131 takes over the content of the dialogue associated with the dialogue identification information and engages in a dialogue with the user of the terminal.

The presentation unit 134 may also display on the first terminal 2 that the dialogue can be continued by using the user's mobile terminal, thereby presenting to the user that the dialogue can be continued, and may also display on the display unit of the first terminal 2 dialogue continuation information that includes dialogue identification information and is readable by the mobile terminal and is used by the mobile terminal to request the dialogue to be continued.

Here, the dialogue continuation information is the address of a dialogue webpage for continuing the dialogue with the virtual human. The dialogue webpage address is the address of the information processing device 1, and this address includes dialogue identification information as a parameter. The presentation unit 134 displays a two-dimensional code such as a QR code (registered trademark) indicating the dialogue continuation information on the display unit of the first terminal 2.

When the two-dimensional code is read by the user's mobile terminal and the mobile terminal accesses the dialogue web page, the dialogue unit 131 can start a dialogue using the virtual human via the dialogue web page.

The dialogue unit 131 receives dialogue identification information from the mobile terminal serving as the second terminal 3 that has read the dialogue continuation information. For example, the user's mobile terminal serving as the second terminal 3 reads the dialogue continuation information and accesses the information processing device 1, whereby the dialogue unit 131 receives the dialogue identification information contained in the dialogue continuation information. Then, based on the received dialogue identification information, the dialogue unit 131 continues the content of the dialogue that was being carried out at the first terminal 2 and engages in a dialogue with the user of the mobile terminal. In this way, the user can continue the dialogue with the virtual human that was being carried out at the first terminal 2 with the simple operation of reading the two-dimensional code.

[flowchart]
Next, a description will be given of the flow of processing in the information processing device 1. Fig. 4 is a flowchart showing the flow of processing in the information processing device 1. The processing in this flowchart is started in response to receipt of an instruction to start a dialogue from a user at the first terminal 2 or the second terminal 3. Although not shown in the flowchart, the acquisition unit 132 acquires situation information including voice information collected by the first terminal 2 or the second terminal 3 at any time.

First, the second determination unit 135 determines whether a dialogue has been started by the first terminal 2 (S1). If the second determination unit 135 determines that a dialogue has been started by the first terminal 2 (YES in S1), it proceeds to S2. If the second determination unit 135 determines that a dialogue has not been started by the first terminal 2, i.e., that a dialogue has been started by the second terminal 3 (NO in S1), it proceeds to S6.

Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S2). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S2), it ends the process related to this flowchart, and if the control unit 13 determines that the dialogue by the dialogue unit 131 has not ended (NO in S2), it moves the process to S3.

Next, the first determination unit 133 determines whether the user's situation is a predetermined situation (S3). If the first determination unit 133 determines that the user's situation is a predetermined situation (YES in S3), the process proceeds to S4. If the first determination unit 133 determines that the user's situation is not a predetermined situation (NO in S3), the process proceeds to S2.

Then, the presentation unit 134 causes the first terminal 2 to display usage guide information indicating that it is possible to continue the dialogue with the virtual human by using the second terminal 3 that is located in a different place from the first terminal 2 (S4). The presentation unit 134 also causes the feature information indicating the features of the user's voice contained in the sound information acquired from the first terminal 2 to be associated with the content of the dialogue between the user and the virtual human and stores them in the storage unit 12 (S5), and the processing of this flowchart ends.

In S6, the second determination unit 135 determines whether the user using the second terminal 3 is the same user as the user using the first terminal 2, i.e., whether the user using the second terminal 3 is the same user as the user who used the first terminal 2. If the second determination unit 135 determines that the user is the same user as the user who used the first terminal 2 (YES in S6), it proceeds to S7, and if it determines that the user is not the same user as the user who used the first terminal 2 (NO in S6), it proceeds to S8.

In S7, the dialogue unit 131 identifies the content of the dialogue stored in the memory unit 12 in association with the feature information indicating the voice features of the user identified by the second determination unit as the content of the dialogue that was being conducted at the first terminal 2, and carries out a dialogue with the user of the second terminal 3 by taking over the identified content of the dialogue at the first terminal 2.

Next, the control unit 13 determines whether the dialogue by the dialogue unit 131 has ended (S8). If the control unit 13 determines that the dialogue by the dialogue unit 131 has ended (YES in S8), it ends the process related to this flowchart, and if it determines that the dialogue by the dialogue unit 131 has not ended (NO in S8), it executes S8 again.

[Modification]
In the above embodiment, when the first determination unit 133 determines that the situation is a predetermined situation, the presentation unit 134 presents to the user that the dialogue can be continued by using the second terminal 3, but this is not limited to the above. When the first determination unit 133 determines that the situation is a predetermined situation, the presentation unit 134 may output both a guide to continue the dialogue by using the second terminal 3 and a guide to continue the dialogue in a selective dialogue method, and accept which of the two dialogue continuation methods to select. When the presentation unit 134 accepts the continuation of the dialogue in the selective dialogue method, it may switch the dialogue method from the voice dialogue method to the selective dialogue method.

The presentation unit 134 may also control whether to guide the user to continue the dialogue by using the second terminal 3 or to continue the dialogue in a selective dialogue manner, based on the content of the user's dialogue when the first determination unit 133 determines that the situation is a predetermined situation. For example, the presentation unit 134 may guide the user to continue the dialogue by using the second terminal 3 when the content of the user's dialogue when the first determination unit 133 determines that the situation is a predetermined situation is related to the user's money or illness, and may guide the user to continue the dialogue in a selective dialogue manner when the content of the user's dialogue is not related to the user's money or illness. In this way, the information processing device 1 can make it easier for the user to continue the dialogue on the first terminal 2 when the content of the user's dialogue is not related to the user's money or illness and information regarding the user's privacy is not leaked to other users.

[Effects of information processing device 1]
As described above, the information processing device 1 according to the present embodiment, when a conversation with a user using the first terminal 2 is determined to be in a predetermined situation in which it is difficult for the user to have a conversation, presents to the user that the conversation can be continued by using the second terminal 3 in a location different from the first terminal 2. In this way, the information processing device 1 can prevent the user from stopping the conversation.

Furthermore, this invention will make it possible to contribute to Goal 9 of the United Nations' Sustainable Development Goals (SDGs), which is "Build resilient infrastructure, promote inclusive and sustainable industrialization, and promote innovation and infrastructure."

Although the present invention has been described above using embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes are possible within the scope of the gist of the invention. For example, all or part of the device can be configured by distributing or integrating functionally or physically in any unit. In addition, new embodiments resulting from any combination of multiple embodiments are also included in the embodiments of the present invention. The effect of the new embodiment resulting from the combination also has the effect of the original embodiment.

REFERENCE SIGNS LIST 1 Information processing device 2 First terminal 3 Second terminal 11 Communication unit 12 Storage unit 13 Control unit 131 Dialogue unit 132 Acquisition unit 133 First determination unit 134 Presentation unit 135 Second determination unit

Claims (15)

a dialogue unit that analyzes the voice of a user using the terminal based on sound information collected by the terminal and communicates with the user by causing the terminal to output a response voice to the user's voice;
an acquisition unit that acquires situation information indicating a situation around the terminal collected by the terminal during a dialogue between the dialogue unit and the user;
a first determination unit that determines whether or not the situation is a predetermined situation that is determined in advance as a situation in which it is difficult for the user to have a conversation, based on the situation information acquired by the acquisition unit;
a presentation unit that presents to the user, based on the first determination unit's determination that the predetermined situation exists, that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal;
a second determination unit that, when the other terminal collects sound information, determines whether a user who used the terminal and a user who uses the other terminal are the same user based on the sound information collected by the terminal and the sound information collected from the other terminal;
having
The dialogue unit, based on the determination by the second determination unit that the user who used the terminal and the user who uses the other terminal are the same user, takes over the content of the dialogue that was being carried out at the terminal and conducts a dialogue with the user of the other terminal.
Information processing device. The second determination unit determines whether a user who has used the terminal and a user who is using the other terminal are the same user based on a voice characteristic indicated by the sound information collected by the terminal and a voice characteristic indicated by the sound information collected from the other terminal.
The information processing device according to claim 1 . a dialogue unit that analyzes the voice of a user using the terminal based on sound information collected by the terminal and communicates with the user by causing the terminal to output a response voice in response to the user's voice;
an acquisition unit that acquires situation information indicating a situation around the terminal collected by the terminal during a dialogue between the dialogue unit and the user;
a first determination unit that determines whether or not the situation is a predetermined situation that is determined in advance as a situation in which it is difficult for the user to have a conversation, based on the situation information acquired by the acquisition unit;
a presentation unit that presents to the user, based on the first determination unit's determination that the predetermined situation exists, that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal;
a second determination unit that, when it is determined that a dialogue has started at the other terminal, determines whether a user who has been using the terminal and a user who is using the other terminal are the same user, based on video information acquired from the terminal and video information acquired from the other terminal;
having
The dialogue unit, based on the determination by the second determination unit that the user who used the terminal and the user who uses the other terminal are the same user, takes over the content of the dialogue that was being carried out at the terminal and conducts a dialogue with the user of the other terminal.
Information processing device. the presentation unit causes a content of the dialogue between the dialogue unit and the user to be associated with identification information for identifying the content of the dialogue and to be stored in a storage unit, presents to the user that the dialogue can be continued by using the other terminal, and displays the identification information on a display unit of the terminal;
the dialogue unit takes over the content of the dialogue stored in the storage unit in association with the identification information received from the other terminal and dialogues with the user of the other terminal;
The information processing device according to claim 1 . the other terminal is a mobile terminal owned by the user,
the presentation unit causes a content of the dialogue between the dialogue unit and the user to be associated with identification information for identifying the content of the dialogue and stores the associated content in a storage unit, presents to the user that the dialogue can be continued by using the mobile terminal, and displays, on a display unit of the terminal, dialogue continuation information including the identification information and readable by the mobile terminal for the mobile terminal to request the continuation of the dialogue;
the dialogue unit receives the identification information from the mobile terminal that has read the dialogue continuation information, and continues a dialogue with the user of the mobile terminal based on the received identification information, taking over the content of the dialogue that was being carried out on the terminal.
The information processing device according to claim 1 . The acquisition unit acquires sound information collected by the terminal as situation information,
The first determination unit identifies a content of a dialogue of the user based on the sound information acquired by the acquisition unit, and determines whether or not the predetermined situation exists based on the content of the identified dialogue.
The information processing device according to claim 1 . The first determination unit determines that the predetermined situation exists when the content of the identified dialogue is related to money or illness of the user.
The information processing device according to claim 6. The acquisition unit acquires sound information collected by the terminal as situation information,
The first determination unit determines that the predetermined situation exists when the ambient sound indicated by the sound information acquired by the acquisition unit includes voices of a plurality of people.
The information processing device according to claim 1 . The acquisition unit acquires sound information collected by the terminal as situation information,
The first determination unit determines that the predetermined situation exists when the voice of the user indicated by the sound information acquired by the acquisition unit is getting quieter over time.
The information processing device according to claim 1 . The acquisition unit acquires sound information collected by the terminal as situation information,
The first determination unit analyzes a voice of the user indicated by the sound information acquired by the acquisition unit, and determines that the predetermined situation exists when the voice of the user includes a word indicating a predetermined specific hesitation.
The information processing device according to claim 1 . The acquisition unit acquires, as the situation information, image information indicating an image of the surroundings of the terminal captured by the terminal;
When the video information captured by the terminal shows the user and a person other than the user, the first determination unit determines whether the person other than the user is a person related to the user, and when the first determination unit determines that the person other than the user is not a person related to the user, the first determination unit determines that the predetermined situation exists.
The information processing device according to claim 1 . The first determination unit, when a plurality of people different from the user are shown in an image represented by the image information captured by the terminal , determines that the plurality of people different from the user are not related to the user when the plurality of people different from the user are not talking to each other or are not face to face.
The information processing device according to claim 11. The first determination unit determines whether the different person is a relative of the user based on a position of the user and a position of the different person in a video represented by video information captured by the terminal .
The information processing device according to claim 11. The computer executes
a step of analyzing a voice of a user using the terminal based on sound information collected by the terminal, and having the terminal output a response voice in response to the user's voice, thereby interacting with the user;
acquiring situation information indicating a situation around the terminal collected by the terminal during a dialogue with the user;
determining whether or not the situation is a predetermined situation that is determined in advance as a situation in which it is difficult for the user to have a conversation based on the acquired situation information;
based on the determination that the predetermined situation exists, presenting to the user that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal;
When the other terminal collects sound information, determining whether the user who used the terminal and the user who is using the other terminal are the same user based on the sound information collected by the terminal and the sound information collected from the other terminal;
having
In the step of interacting, the computer takes over the content of the interaction that was being carried out at the terminal and interacts with the user of the other terminal based on the determination that the user who was using the terminal and the user who is using the other terminal are the same user.
Information processing methods. The computer executes
a step of analyzing a voice of a user using the terminal based on sound information collected by the terminal, and having the terminal output a response voice in response to the user's voice, thereby interacting with the user;
acquiring situation information indicating a situation around the terminal collected by the terminal during a dialogue with the user;
determining whether or not the situation is a predetermined situation that is determined in advance as a situation in which it is difficult for the user to have a conversation based on the acquired situation information;
based on the determination that the predetermined situation exists, presenting to the user that the conversation can be continued by using another terminal different from the terminal at a location different from the terminal;
when it is determined that a dialogue has started at the other terminal, determining whether the user who has been using the terminal and the user who is using the other terminal are the same user based on video information acquired from the terminal and video information acquired from the other terminal;
having
In the step of interacting, the computer takes over the content of the interaction that was being carried out at the terminal and interacts with the user of the other terminal based on the determination that the user who was using the terminal and the user who is using the other terminal are the same user.
Information processing methods.

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