JP7014646B2 - Response device, response method, response program and response system - Google Patents

Description

The present invention relates to a response device, a response method, a response program, and a response system for responding to a user.

There is known a system that accepts an utterance from a user on a communication terminal and outputs a response to the utterance via a network. Patent Document 1 describes a system that switches and responds between an autonomous response method by a computer and a response method by an operator based on user information.

JP-A-2017-194910

By the way, the autonomous response method by a computer includes a response process that interacts according to a scenario and a response process that presents a search result using a keyword, and the response process suitable for each user is different. However, the system described in Patent Document 1 only switches between an autonomous response method and a response method by an operator, and cannot give an answer suitable for the user.

The present invention has been made in view of these points, and an object of the present invention is to provide a response device, a response method, a response program, and a response system capable of giving an answer suitable for the user.

The response device according to the first aspect of the present invention includes a reception unit that receives a character string input by the user, a specific unit that specifies the attribute of the user, and a plurality of units based on the attribute specified by the specific unit. A selection unit that selects at least one response processing from the response processing, a processing unit that determines a response to the character string received by the reception unit by executing the response processing selected by the selection unit, and a processing unit. It has an output unit that outputs the answer determined by the processing unit.

The specific unit may specify at least one of the user's emotions, the user's actions, and the registration information corresponding to the user as the attributes.

The specific unit may specify the emotion based on the content of the character string.

The reception unit may receive an image of the user's face, and the specific unit may specify the emotion based on the image received by the reception unit.

The reception unit may receive information indicating the emotion selected by the user, and the specific unit may specify the emotion of the user based on the selected emotion received by the reception unit.

The specifying unit may specify the operation indicating the speed at which the user inputs the character string.

The specific unit may specify the registration information indicating the age of the user.

The selection unit uses an interactive process for determining the answer by alternately outputting a question to the user and accepting an input from the user, and a keyword included in the character string. The response process may be selected from the search type process for determining the answer by searching for the answer.

When the selection unit selects the interactive processing, the processing unit executes the search-type processing in parallel with the interactive processing, and the output unit executes the interactive processing by the processing unit. On the way, if the answer determined by the search-type process satisfies a predetermined condition, the answer determined by the search-type process may be output.

When the selection unit selects the interactive processing, the processing unit executes the search-type processing in parallel with the interactive processing, and the output unit executes the interactive processing by the processing unit. In the middle, if the elapsed time of the interactive processing or the number of responses satisfies a predetermined condition, the answer determined by the search-type processing may be output.

The response method of the second aspect of the present invention is based on a step in which the processor accepts a character string input by the user, a step of specifying the attribute of the user, and the attribute specified in the specifying step. , By executing the step of selecting at least one response process from the plurality of response processes and the response process selected in the selected step, the answer to the character string accepted in the accepted step is determined. And the step of outputting the answer determined in the determination step are executed.

The response program according to the third aspect of the present invention is based on a step of accepting a character string input by a user in a computer, a step of specifying an attribute of the user, and a step of specifying the attribute specified in the specifying step. By executing the step of selecting at least one response process from the plurality of response processes and the response process selected in the selected step, the answer to the character string accepted in the accepted step is determined. And the step of outputting the answer determined in the determination step are executed.

The response system according to the fourth aspect of the present invention includes a response device and a communication terminal capable of communicating with the response device, and the response device receives a character string input by a user from the communication terminal. A unit, a specific unit that specifies the attribute of the user, a selection unit that selects at least one response process from a plurality of response processes based on the attribute specified by the specific unit, and a selection unit that selects the unit. A processing unit that determines a response to the character string received by the reception unit and an output unit that outputs the response determined by the processing unit to the communication terminal are provided by executing the response processing.

According to the present invention, there is an effect that an answer suitable for each user can be given.

It is a schematic diagram of the response system which concerns on this embodiment. It is a block diagram of the response system which concerns on this embodiment. It is a schematic diagram of the response processing executed by the response apparatus according to this embodiment. It is a schematic diagram of the user attribute specifying process executed by the response device which concerns on this embodiment. It is a schematic diagram of the response processing selection process executed by the response apparatus which concerns on this embodiment. It is a schematic diagram of the response processing executed by the response apparatus according to this embodiment. It is a schematic diagram of the response processing executed by the response apparatus according to this embodiment. It is a schematic diagram of the switching of the response processing executed by the response device according to this embodiment. It is a figure which shows the flowchart of the response method executed by the response apparatus which concerns on this embodiment.

[Overview of Response System S]
FIG. 1 is a schematic diagram of a response system S according to the present embodiment. The response system S includes a response device 1 and a communication terminal 2. The response device 1 and the communication terminal 2 are connected via a network N such as the Internet and a local area network. The number of response devices 1 included in the response system S is not limited. The response system S may include other devices such as servers and terminals.

The communication terminal 2 is a communication device that receives an input from the user U and performs communication. The communication terminal 2 is, for example, a smartphone, a tablet terminal, a personal computer, or the like. The communication terminal 2 is connected to the network N by wire or wirelessly.

The response device 1 is a computer that outputs a response to a word input by the user U by a response method described later. The response device 1 is connected to the network N by wire or wirelessly.

[Configuration of response system S]
FIG. 2 is a block diagram of the response system S according to the present embodiment. In FIG. 2, the arrows indicate the main data flows, and there may be data flows not shown in FIG. In FIG. 2, each block shows not a hardware (device) unit configuration but a functional unit configuration. Therefore, the block shown in FIG. 2 may be mounted in a single device, or may be mounted separately in a plurality of devices. Data can be exchanged between blocks via any means such as a data bus, a network, and a portable storage medium.

The communication terminal 2 has a display unit 21, an operation unit 22, an image pickup unit 23, and a communication unit 24. The display unit 21 includes a display device such as a liquid crystal display and an organic light emission diode (OLED) display for displaying various information. The display unit 21 displays information according to the signal received from the response device 1 via the communication unit 24.

The operation unit 22 includes operation members such as buttons, switches, and dials for accepting user operations. The operation unit 22 transmits a signal indicating the user's operation to the response device 1 via the communication unit 24. The display unit 21 and the operation unit 22 may be integrally configured by using a touch screen capable of detecting the position of contact by the user as the display unit 21.

The image pickup unit 23 is an imaging device provided on the communication terminal 2 and captures a predetermined imaging range including the face of a user having the communication terminal 2. The image pickup unit 23 includes an image pickup element such as a CCD (Charge Coupled Device) sensor and a CMOS (Complementary Metal Oxide Semiconductor) sensor. The imaging unit 23 may perform imaging at a timing preset in the communication terminal 2, or may perform imaging according to an imaging instruction received from the response device 1 via the communication unit 24. The image pickup unit 23 transmits the captured content as an image to the response device 1 via the communication unit 24.

The communication unit 24 is a communication interface for communicating with the response device 1. The communication unit 24 includes a processor, a connector, an electric circuit, and the like for executing communication. The communication unit 24 performs predetermined processing on the communication signal received from the outside to acquire data. Further, the communication unit 24 performs predetermined processing on the data to be transmitted to generate a communication signal, and transmits the generated communication signal to the outside.

The response device 1 has a control unit 11, a communication unit 12, and a storage unit 13. The control unit 11 includes an input receiving unit 111, a user attribute specifying unit 112, a response processing selection unit 113, an interactive processing unit 114, a search type processing unit 115, and an output unit 116. The storage unit 13 includes a registration information storage unit 131, a statistical information storage unit 132, an interactive model storage unit 133, and a search-type model storage unit 134. The registered information storage unit 131, the statistical information storage unit 132, the interactive model storage unit 133, and the search type model storage unit 134 may each be a storage area on the storage unit 13, or may be configured on the storage unit 13. It may be a database.

The communication unit 12 is a communication interface for communicating with the communication terminal 2. The communication unit 12 includes a processor, a connector, an electric circuit, and the like for executing communication. The communication unit 12 performs predetermined processing on the communication signal received from the outside to acquire data, and inputs the acquired data to the control unit 11. Further, the communication unit 12 performs predetermined processing on the data input from the control unit 11 to generate a communication signal, and transmits the generated communication signal to the outside.

The storage unit 13 is a storage medium including a ROM (Read Only Memory), a RAM (Random Access Memory), a hard disk drive, and the like. The storage unit 13 stores in advance the program executed by the control unit 11. The registration information storage unit 131 stores in advance registration information corresponding to the user, such as user identification information (user ID), name, age, telephone number, and e-mail address. The statistical information storage unit 132 stores in advance the statistical information of the response made by the response device 1 in the past. The interactive model storage unit 133 stores information used in the interactive response processing described later in advance. The search-type model storage unit 134 stores information used in the search-type response processing described later in advance.

The control unit 11 is a processor such as a CPU (Central Processing Unit), and by executing a program stored in the storage unit 13, the input reception unit 111, the user attribute specification unit 112, the response processing selection unit 113, and the dialogue It functions as a type processing unit 114, a search type processing unit 115, and an output unit 116. The functions of the input receiving unit 111, the user attribute specifying unit 112, the response processing selection unit 113, the interactive processing unit 114, the search type processing unit 115, and the output unit 116 will be described later with reference to FIGS. 3 to 8. At least some of the functions of the control unit 11 may be performed by an electric circuit. Further, at least a part of the functions of the control unit 11 may be executed by a program executed via the network.

The response system S according to the present embodiment is not limited to the specific configuration shown in FIG. The response device 1 and the communication terminal 2 are not limited to one device each, and may be configured by connecting two or more physically separated devices by wire or wirelessly.

[Type of response processing]
The processing that responds to the words input by the user includes an interactive processing as shown in FIG. 3A and a search-type processing as shown in FIG. 3B. FIG. 3A is a schematic diagram of an interactive response process (also referred to as an interactive process) executed by the response device 1 according to the present embodiment. For interactive processing, the interactive model storage unit 133 stores in advance scenarios corresponding to various utterances (that is, words input by the user) as an interactive model. The interactive model storage unit 133 may store the interactive model as a database, or may store the data as a list.

A scenario is information that sequentially associates a word input by a user with a word (question or answer) output in response to the word. That is, a scenario is a rule defined to ask a question sequentially to a user and obtain a user's input to the question to finally determine an answer.

When the response device 1 receives an utterance from the user, the response device 1 selects a scenario corresponding to the received utterance from the scenarios stored in the interactive model storage unit 133. When a scenario can be selected, the response device 1 alternately (that is, interactively) outputs a question to the user and accepts the word input by the user again according to the selected scenario. And finally decide the answer. That is, in the interactive processing, the response device 1 once acquires a scenario from the data stored in the interactive model storage unit 133 using the words input by the user, and then interactively interacts with the user according to the scenario. Determine the answer. According to the interactive processing, even if the response device 1 cannot directly derive an answer from the user's words to the user's words, it is appropriate to dig deep into the situation according to a predefined scenario. Answers can be output.

FIG. 3B is a schematic diagram of a search-type response process (also referred to as a search-type process) executed by the response device 1 according to the present embodiment. For the search-type processing, the search-type model storage unit 134 of the response device 1 stores in advance the answers associated with various keywords included in the words input by the user as the search-type model. The search type model storage unit 134 may store the search type model as a database, or may store the search type model as a list of data.

When the response device 1 receives an utterance from the user, the response device 1 searches the search-type model storage unit 134 using the keywords included in the utterance, and searches for a search result including one or more answers associated with the keywords included in the utterance. get. That is, in the search type processing, the response device 1 directly searches the data stored in the search type model storage unit 134 using the words input by the user, thereby determining the answer corresponding to the words input by the user. Then, the response device 1 outputs the answer included in the search result. According to the search type processing, the response device 1 can quickly output an answer one by one by directly searching the data using the keywords included in the words input by the user.

In interactive processing, it is necessary to construct a scenario for each assumed word, so it costs a lot to prepare a scenario corresponding to a large number of words. However, in the interactive processing, since it is possible to interactively communicate with the user according to the scenario, it is difficult to input accurate words indicating a question on the communication terminal 2 like an elderly person or a beginner. There is an advantage that an appropriate answer can be output to the user as well. Further, the interactive processing has an advantage that the answer requested by the user can be narrowed down and guided step by step by repeating the dialogue according to the scenario.

On the other hand, since the search type processing directly searches the data using the input words, it may not be possible to output an appropriate answer to the user who has difficulty in inputting the correct words. However, the search-type processing can promptly present an answer if the user can input an accurate word indicating a question, and can simultaneously present multiple answer proposals to the user by acquiring one or more results by searching. There are advantages. Further, the search type processing has an advantage that it can correspond to a large number of words at low cost because it can easily correspond to various words by adding the answer data to the search type model.

As will be described later, the response device 1 identifies the attributes of the user, estimates whether the user is suitable for interactive processing or search-type processing based on the identified attributes, and performs interactive processing and search for each user. Switch between type processing and execute. This makes it possible to increase the possibility of presenting an answer suitable for the user.

[Explanation of response method]
The response method by the response system S according to the present embodiment will be described below. First, the input receiving unit 111 receives the input information input by the user U from the communication terminal 2. Here, the input receiving unit 111 accepts information indicating a character string (word) input by the user U using the operation unit 22 as input information. Further, the input receiving unit 111 may accept as input information a character string obtained by converting the voice emitted by the user U by the voice recognition process. Further, the input receiving unit 111 may accept an image including the face of the user U captured by the imaging unit 23 as input information.

Next, the user attribute specifying unit 112 identifies the attribute of the user U based on the input information received by the input receiving unit 111 by executing the user attribute specifying process. The attribute of the user U includes at least one of the emotion information of the user U, the registration information of the user U, and the operation information of the user U. The emotional information of the user U indicates, for example, whether or not the user U is angry. The registration information of the user U indicates, for example, the age of the user U. The user's operation information indicates, for example, an input speed at which the user U inputs a character string using the operation unit 22.

4 (a) to 4 (c) are schematic views of the user attribute specifying process executed by the response device 1 according to the present embodiment. FIG. 4A shows an example of an input screen displayed by the display unit 21 of the communication terminal 2. The display unit 21 displays an input field C for the user U to input a character string, and a virtual transmission button B1 pressed by the user U to transmit the input character string to the response device 1. .. The display unit 21 displays a response message M1 representing a character string output by the response device 1 to the user U and an input message M2 representing the character string transmitted by the user U.

The user attribute specifying unit 112 specifies the emotion information of the user U based on the content of the character string input by the user U on the input screen. In this case, the user attribute specifying unit 112 estimates the emotion based on the character string received by the input receiving unit 111. For example, the user attribute specifying unit 112 states that the user U has an angry feeling when the character string contains a predefined negative word (“bad”, “slow”, “no”, etc.). presume. The user attribute specifying unit 112 can use a known technique capable of estimating emotions based on a character string. Then, the user attribute specifying unit 112 identifies the estimated emotion as the emotion information of the user U.

Further, the user attribute specifying unit 112 identifies the registration information of the user U based on the identification information of the user U who has input the character string on the input screen. In this case, the identification information (user ID) of the user U is set in the communication terminal 2 in advance. The input receiving unit 111 receives the character string input in the communication terminal 2 and the identification information set in the communication terminal 2. Then, the user attribute specifying unit 112 reads out the registration information associated with the identification information received by the input receiving unit 111 from the registration information storage unit 131, and identifies it as the registration information of the user U.

Further, the user attribute specifying unit 112 specifies the operation information of the user U based on the speed at which the user U inputs a character string on the input screen. In this case, the communication terminal 2 measures the input time required for the user U to input the character string (for example, the elapsed time from the input of the first character to the input of the last character in the character string). The input receiving unit 111 receives the character string input in the communication terminal 2 and the input time required for inputting the character string. Then, the user attribute specifying unit 112 calculates the input speed (that is, the number of characters input per unit time) from the character string received by the input receiving unit 111 and the input time, and specifies it as the operation information of the user U.

Further, the user attribute specifying unit 112 may specify the emotion information of the user U based on the emotion selected by the user U. FIG. 4B shows a modified example of the input screen displayed by the display unit 21 of the communication terminal 2. In addition to the input screen of FIG. 4A, the display unit 21 further displays a virtual emotion button B2 that the user U presses to select his / her own emotion and transmit it to the response device 1. The emotion button B2 includes buttons corresponding to, for example, joy, anger, sadness, and fun. The display unit 21 may display not only a button but also a list, a check box, or the like in order to accept the selection of emotions.

The input receiving unit 111 receives the information indicating the emotion selected by the user U together with the character string input in the communication terminal 2. Then, the user attribute specifying unit 112 specifies the emotion received by the input receiving unit 111 as the emotion information of the user U. When the user U clearly indicates his / her own emotion, the user attribute specifying unit 112 can specify the emotion information of the user U that does not appear in the character string, so that the attribute of the user U can be specified more accurately. Can be done.

Further, the user attribute specifying unit 112 may specify the emotion information of the user U based on the image including the face of the user U. FIG. 4C shows how the image pickup unit 23 of the communication terminal 2 captures the face of the user U. The image pickup unit 23 of the communication terminal 2 captures a predetermined range including the face of the user U when the user U inputs a character string (that is, at any time from the start to the end of the input of the character string), and obtains an image as an image. It is transmitted to the response device 1. The input receiving unit 111 receives the character string input in the communication terminal 2 and the image of the face of the user U when the character string is input.

The user attribute specifying unit 112 recognizes a face in the image by performing face recognition on the image received by the input receiving unit 111, and estimates emotions based on the recognized face. For example, the user attribute specifying unit 112 estimates that the user U has an angry feeling when the face in the image matches a predefined angry facial expression. The user attribute specifying unit 112 can use a known technique capable of performing face recognition on an image and estimating emotions. Further, when the input receiving unit 111 accepts the character string obtained by converting the voice of the user U as the input information, the user attribute specifying unit 112 may estimate the emotion information based on the strength of the voice.

Then, the user attribute specifying unit 112 identifies the estimated emotion as the emotion information of the user U. By estimating the emotion from the image including the face of the user U in this way, the user attribute specifying unit 112 can specify the emotion information of the user U that does not appear in the character string, so that the attribute of the user U can be more accurately determined. Can be identified.

Next, the response processing selection unit 113 is based on the attribute of the user U (that is, at least one of the emotion information, the registration information, and the operation information) specified by the user attribute identification unit 112 by executing the response processing selection process. Then, select whether to perform response processing, interactive processing or search-type processing. As a result, the response device 1 can select and respond to an appropriate autonomous response process for each user.

5 (a) to 5 (d) are schematic views of the response process selection process executed by the response device 1 according to the present embodiment. When the emotion information specified by the user attribute specifying unit 112 indicates a predetermined emotion (here, anger), the response processing selection unit 113 selects the interactive processing as the response processing as shown in FIG. 5A. As a result, the response device 1 can deeply dig into the situation in which the user U has a predetermined emotion and output an appropriate answer.

When the emotion information specified by the user attribute specifying unit 112 does not show a predetermined emotion, the response processing selection unit 113 selects the search type processing as the response processing as shown in FIG. 5 (b). As a result, the response device 1 can quickly output an answer to the input of the calm user U.

The response processing selection unit 113 determines the age group of the user U based on the registration information specified by the user attribute specification unit 112. For example, the response processing selection unit 113 determines that the user U is an elderly person when the age indicated by the registration information is equal to or greater than a predetermined threshold value, and determines that the user U is a young person otherwise. Further, the response processing selection unit 113 may use a flag set for each user U in the registration information (for example, a flag indicating an important person) for selection of response processing.

Further, the response processing selection unit 113 determines the technical level of the user U based on the operation information specified by the user attribute specification unit 112. For example, the response processing selection unit 113 determines the user U as a beginner when the input speed indicated by the operation information is equal to or less than a predetermined threshold value, and determines the user U as an advanced user when the input speed is not equal to or less than a predetermined threshold value.

Then, when the response processing selection unit 113 determines that the user U is an elderly person or a beginner, the response processing selection unit 113 selects the interactive processing as the response processing as shown in FIG. 5 (c). As a result, it is possible to output an appropriate answer while interacting with the elderly and beginners who are unfamiliar with the operation of the communication terminal 2. On the other hand, when the response processing selection unit 113 determines that the user U is a young person or an advanced person, the response processing selection unit 113 selects the search type processing as the response processing as shown in FIG. 5D. As a result, it is possible to quickly present an answer to a young person or an advanced person who is accustomed to operating the communication terminal 2.

The response processing selection criteria by the response processing selection unit 113 described here are an example, and the response processing selection unit 113 interactively processes and searches according to a predetermined rule based on the attribute of the user U specified by the user attribute specification unit 112. You can select the appropriate type processing.

The response processing selection unit 113 may select response processing by using the number of characters input by the user U in addition to the attributes of the user U specified by the user attribute specification unit 112. For example, the response processing selection unit 113 selects interactive processing when the number of characters input by the user U is equal to or less than a predetermined threshold value. That is, the response processing selection unit 113 guides the user U to the interactive processing because the search may not be successful when the number of characters in the input character string is small. In this way, the response device 1 can select an appropriate response process based on the number of characters.

The response processing selection unit 113 may select response processing by using the statistical information stored in the statistical information storage unit 132 in addition to the attributes of the user U specified by the user attribute specification unit 112. Here, the statistical information indicates whether or not the answer received from the response device 1 in the past by the user U who has input the same character string as this time is appropriate. Whether or not the answer received by the user U is appropriate is totaled by taking a questionnaire to the user U.

Then, the response processing selection unit 113 preferentially selects the search type processing regardless of the attribute of the user U, for example, when the statistical information indicates that the answer was not appropriate when the answer was made by the interactive processing in the past. Further, the response processing selection unit 113 preferentially selects the interactive processing regardless of the attribute of the user U, for example, when the statistical information indicates that the answer was not appropriate when the answer was made by the search type processing in the past. In this way, the response device 1 can more appropriately select the response process by using not only the attributes of the user U but also the statistical information.

The response processing selection unit 113 may select response processing from the response by the operator (that is, a human) in addition to the interactive processing and the search type processing based on the attribute of the user U specified by the user attribute specifying unit 112. .. When the response processing selection unit 113 selects a response by the operator, the response device 1 connects the communication terminal 2 and the terminal used by the operator so that the operator responds to the user's input. As a result, when an appropriate response cannot be obtained by either the interactive process or the search type process, the operator can take an appropriate response.

Next, one of the interactive processing unit 114 and the search type processing unit 115 executes the response processing according to the selection of the response processing selection unit 113. 6 (a) and 6 (b) are schematic views of the response process executed by the response device 1 according to the present embodiment.

When the response processing selection unit 113 selects the interactive processing, the interactive processing unit 114 stores the scenario corresponding to the character string received by the input reception unit 111 in the scenario stored in the interactive model storage unit 133. Select from. The interactive processing unit 114 determines a question or an answer to be output to the user U according to the selected scenario.

The output unit 116 outputs information indicating a question or answer determined by the interactive processing unit 114 to the communication terminal 2. Then, the communication terminal 2 causes the display unit 21 to display the question or answer received from the response device 1 as shown in FIG. 6A. Further, the output unit 116 may convert the information indicating the question or answer determined by the interactive processing unit 114 into voice and output it to the communication terminal 2, and the communication terminal 2 may reproduce the voice received from the response device 1. .. Further, the response device 1 and the communication terminal 2 alternately (that is, interactively) continue accepting the character string input by the user and outputting the question according to the scenario selected by the interactive processing unit 114. And output the final answer.

When the response processing selection unit 113 selects the search type processing, the search type processing unit 115 searches the search type model storage unit 134 using the keywords included in the character string received by the input reception unit 111, and the search type model storage unit 134 searches for the keywords. Gets search results that include one or more answers associated with. When the search result includes a plurality of answers, the search type processing unit 115 may sort the plurality of answers based on the past learning data.

The search type processing unit 115 may perform a search using keywords included in the character string input by the same user U in the past in addition to the keywords included in the character string input by the user U this time. For example, the search type processing unit 115 searches the search type model storage unit 134 by combining the keyword included in the character string input by the user U this time and the keyword included in the character string previously input by the user U, and searches the search result. To get. As a result, the response device 1 can acquire the search result in consideration of the context.

The search type processing unit 115 may perform a search using keywords corresponding to the time (date or time) in which the character string is input, in addition to the keywords included in the character string input by the user U this time. The search type processing unit 115 searches by adding a keyword defined in advance with respect to the time input by the user U to the keyword included in the character string input by the user U. For example, the search-type processing unit 115 uses a combination of a keyword included in the character string input by the user U and a keyword indicating the name of the campaign when the character string is input within the implementation period of a specific campaign. Searches the search type model storage unit 134 and acquires the search result. As a result, the response device 1 can acquire the search result in consideration of the time when the search is performed.

The output unit 116 outputs to the communication terminal 2 information indicating a part or all of the answers included in the search result by the search type processing unit 115. The output unit 116 may output answers within a predetermined number (for example, a number that can be displayed at one time on the display unit 21 of the communication terminal 2), or outputs answers having a search result score of a predetermined value or more. May be good. The score is calculated according to a predetermined rule based on the degree of matching and importance of the search. Then, the communication terminal 2 causes the display unit 21 to display the answer received from the response device 1 as shown in FIG. 6 (b). Further, the output unit 116 may convert the answer included in the search result by the search type processing unit 115 into voice and output it to the communication terminal 2, and the communication terminal 2 may reproduce the voice received from the response device 1.

Further, the output unit 116 may set the number of outputs of the answer based on the attribute of the user U specified by the user attribute specifying unit 112. For example, the output unit 116 outputs a response when the response processing selection unit 113 determines that the user U is an elderly person or a beginner, as compared with the case where the response processing selection unit 113 determines that the user U is a young person or an advanced person. To reduce. Thereby, the display mode of the answer can be adjusted according to the user U.

The search type processing unit 115 may output statistical information to the communication terminal 2 in addition to the search results. FIG. 7 is a schematic diagram of the response processing executed by the response device 1 according to the present embodiment. When the response processing selection unit 113 selects the search type processing, the search type processing unit 115 acquires the search result from the search type model storage unit 134 and statistically collects the statistical information corresponding to the answer included in the acquired search result. Obtained from the information storage unit 132. Here, the statistical information corresponding to the answer is, for example, the ratio at which each answer is selected, which is calculated by statistically processing the response that the response device 1 has made in the past to the character string input by the user U this time. Selectivity). The search-type processing unit 115 may sort the answers in descending order of selection rate in the search results. Further, the search type processing unit 115 may rank the search results in descending order of selection rate.

The output unit 116 associates the search result by the search type processing unit 115 with the statistical information and outputs the result to the communication terminal 2. Then, as shown in FIG. 7, the communication terminal 2 causes the display unit 21 to display a message M3 in which each answer included in the search result received from the response device 1 and the selection rate of each answer are associated with each other. As a result, the response device 1 can present to the user U the high and low statistical relevance to the input character string.

The interactive processing unit 114 and the search type processing unit 115 may switch to the search type processing in the middle of the interactive processing. FIG. 8 is a schematic diagram of switching of response processing executed by the response device 1 according to the present embodiment. While the interactive processing unit 114 is in the process of executing the interactive processing, the output unit 116 outputs the question by the interactive processing to the communication terminal 2 as shown in the upper figure of FIG. At this time, the search-type processing unit 115 executes the search-type processing in parallel with the interactive processing, and acquires the search result for the character string input by the user U. However, the output unit 116 does not output the search result by the search type processing to the communication terminal 2 during the output of the question by the interactive processing.

Then, when a predetermined condition is satisfied in the middle of the interactive processing, the output unit 116 stops the output of the question by the interactive processing, and outputs the answer included in the search result by the search type processing as shown in the lower figure of FIG. Output to the communication terminal 2. The switching condition is, for example, that the elapsed time of the interactive processing or the number of responses exceeds a predetermined threshold value. As a result, the response device 1 can shift to the search type processing and output the answer even when the appropriate answer cannot be reached by the interactive processing.

Further, the switching condition may be, for example, that the number of answers included in the search result is a predetermined number or less, or the score of the search result is a predetermined value or more. As a result, the response device 1 can shift to the search type processing when the accuracy of the search result by the search type processing becomes high, so that a more appropriate answer can be output.

[Flowchart of response method]
FIG. 9 is a diagram showing a flowchart of a response method executed by the response device 1 according to the present embodiment. First, the input receiving unit 111 receives the input information input by the user U from the communication terminal 2 (S11). The user attribute specifying unit 112 identifies the attribute of the user U based on the input information received by the input receiving unit 111 in step S11 by executing the above-mentioned user attribute specifying process (S12). The attribute of the user U is at least one of emotion information, registration information, and operation information.

By executing the above-mentioned response processing selection processing, the response processing selection unit 113 responds to either the interactive processing or the search type processing based on the attribute of the user U specified by the user attribute specifying unit 112 in step S12. Select whether to perform processing (S13).

When the response processing selection unit 113 selects interactive processing (YES in S14), the interactive processing unit 114 sets a scenario corresponding to the character string received by the input reception unit 111 in step S11 in the interactive model storage unit. Select from the scenarios stored in 133, and execute the interactive process according to the selected scenario (S15). In the interactive processing of step S15, the interactive processing unit 114 alternately outputs the question to the user by the output unit 116 and accepts the input by the input reception unit 111, and determines the final answer.

When the response processing selection unit 113 selects the search type processing (NO in S14), the search type processing unit 115 uses the keyword included in the character string received by the input reception unit 111 to store the search type model storage unit 134. The search type process for searching is executed (S16). The search-type processing unit 115 acquires, in the search-type model storage unit 134, a search result including one or more answers associated with the keyword used for the search.

The output unit 116 outputs to the communication terminal 2 the information indicating the answer determined by the interactive processing unit 114 in step S15, or the information indicating the answer included in the search result acquired by the search type processing unit 115 in step S16 (S17). ). Then, the communication terminal 2 causes the display unit 21 to display the answer received from the response device 1.

[Effect of this embodiment]
The response device 1 according to the present embodiment selects whether to perform interactive processing or search-type processing based on an attribute indicating at least one of the user's emotion information, registration information, and operation information. .. As a result, the response device 1 can select and respond to an appropriate autonomous response process for each user.

Specifically, the response device 1 politely follows a predetermined scenario by selecting and executing interactive processing, for example, when the user is angry, or when the user is an elderly person or a beginner. It is possible to narrow down and guide the answers that the user wants in stages while interacting with. Further, the response device 1 can quickly present an answer to the user by selecting and executing the search type processing, for example, when the user is calm, a young person or an advanced person, and the search result. Based on this, multiple answer proposals can be presented at the same time.

Although the present invention has been described above using the embodiments, the technical scope of the present invention is not limited to the scope described in the above embodiments, and various modifications and changes can be made within the scope of the gist. be. For example, the specific embodiment of the distribution / integration of the device is not limited to the above embodiment, and all or a part thereof may be functionally or physically distributed / integrated in any unit. Can be done. Also included in the embodiments of the present invention are new embodiments resulting from any combination of the plurality of embodiments. The effect of the new embodiment produced by the combination has the effect of the original embodiment together.

The processor of the response device 1 is the main body of each step (step) included in the response method shown in FIG. That is, the processor of the response device 1 reads a program for executing the response method shown in FIG. 9 from the storage unit, executes the program, and controls each unit of the response device 1, thereby performing the response method shown in FIG. To execute. Some of the steps included in the response method shown in FIG. 9 may be omitted, the order between the steps may be changed, and a plurality of steps may be performed in parallel.

S Response system 1 Response device 2 Communication terminal 11 Control unit 111 Input reception unit 112 User attribute specification unit 113 Response processing selection unit 114 Interactive processing unit 115 Search type processing unit 116 Output unit

Claims (15)

A reception unit that accepts character strings entered by the user,
The specific part that specifies the attribute of the user and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified by the specific unit, and the character string. A search-type process that determines an answer by searching using the keywords included in, and a selection unit that selects at least one response process from a plurality of response processes including .
A processing unit that determines a response to the character string received by the reception unit by executing the response processing selected by the selection unit, and a processing unit.
An output unit that outputs the answer determined by the processing unit, and
Have,
When the selection unit selects the interactive processing, the processing unit executes the search-type processing in parallel with the interactive processing.
The output unit satisfies a predetermined condition when the number of answers determined by the search-type processing or the score of the search result by the search-type processing satisfies a predetermined condition while the processing unit is executing the interactive processing. Output the answer determined by the search-type processing,
Response device. A reception unit that accepts character strings entered by the user,
The specific part that specifies the attribute of the user and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified by the specific unit, and the character string. A search-type process that determines an answer by searching using the keywords included in, and a selection unit that selects at least one response process from a plurality of response processes including.
A processing unit that determines a response to the character string received by the reception unit by executing the response processing selected by the selection unit, and a processing unit.
An output unit that outputs the answer determined by the processing unit, and
Have,
When the selection unit selects the interactive processing, the processing unit executes the search-type processing in parallel with the interactive processing.
The output unit outputs the answer determined by the search-type processing when the elapsed time or the number of responses of the interactive processing satisfies a predetermined condition while the processing unit is executing the interactive processing. do,
Response device. The specific unit specifies the operation of the user as the attribute, and
The selection unit determines the technical level of the user based on the attribute, and selects the response process according to the technical level.
The response device according to claim 1 or 2 . The response device according to claim 3 , wherein the specific unit specifies at least one of the user's emotion and the registration information corresponding to the user as the attribute in addition to the operation. The response device according to claim 4 , wherein the specific unit identifies the emotion based on the content of the character string. The reception unit receives an image of the user's face and receives the image.
The response device according to claim 4 or 5 , wherein the specific unit identifies the emotion based on the image received by the reception unit. The reception unit receives information indicating an emotion selected by the user, and receives information.
The response device according to any one of claims 4 to 6 , wherein the specific unit identifies the user's emotion based on the selected emotion received by the reception unit. The response device according to any one of claims 4 to 7 , wherein the specific unit specifies the registration information indicating the age of the user. 1 The response device according to any one of 8 to 8 . The processor,
A step that accepts a character string entered by the user,
The step of identifying the user's attributes and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified in the specifying step, and the above-mentioned. A search-type process that determines an answer by searching using keywords contained in a character string, a step of selecting at least one response process from a plurality of response processes including, and a step of selecting at least one response process.
A step of determining a response to the character string accepted in the accepting step by executing the response processing selected in the selecting step, and a step of determining the answer to the character string accepted in the accepting step.
The step of outputting the answer determined in the determination step and the step of outputting the answer
And run
When the interactive process is selected in the selected step, the determined step executes the search type process in parallel with the interactive process.
The output step is when the number of answers determined by the search-type processing or the score of the search result by the search-type processing satisfies a predetermined condition while the determination step is executing the interactive processing. Outputs the answer determined by the search-type processing.
Response method. The processor,
A step that accepts a character string entered by the user,
The step of identifying the user's attributes and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified in the specifying step, and the above-mentioned. A search-type process that determines an answer by searching using keywords contained in a character string, a step of selecting at least one response process from a plurality of response processes including, and a step of selecting at least one response process.
A step of determining a response to the character string accepted in the accepting step by executing the response processing selected in the selecting step, and a step of determining the answer to the character string accepted in the accepting step.
The step of outputting the answer determined in the determination step and the step of outputting the answer
And run
When the interactive process is selected in the selected step, the determined step executes the search type process in parallel with the interactive process.
The output step is the answer determined by the search-type process when the elapsed time or the number of responses of the interactive process satisfies a predetermined condition while the determined step is executing the interactive process. To output,
Response method. On the computer
A step that accepts a character string entered by the user,
The step of identifying the user's attributes and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified in the specifying step, and the above-mentioned. A search-type process that determines an answer by searching using keywords contained in a character string, a step of selecting at least one response process from a plurality of response processes including, and a step of selecting at least one response process.
A step of determining a response to the character string accepted in the accepting step by executing the response processing selected in the selecting step, and a step of determining the answer to the character string accepted in the accepting step.
The step of outputting the answer determined in the determination step and the step of outputting the answer
To execute,
When the interactive process is selected in the selected step, the determined step executes the search type process in parallel with the interactive process.
The output step is when the number of answers determined by the search-type processing or the score of the search result by the search-type processing satisfies a predetermined condition while the determination step is executing the interactive processing. Outputs the answer determined by the search-type processing.
Response program. On the computer
A step that accepts a character string entered by the user,
The step of identifying the user's attributes and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified in the specifying step, and the above-mentioned. A search-type process that determines an answer by searching using keywords contained in a character string, a step of selecting at least one response process from a plurality of response processes including, and a step of selecting at least one response process.
A step of determining a response to the character string accepted in the accepting step by executing the response processing selected in the selecting step, and a step of determining the answer to the character string accepted in the accepting step.
The step of outputting the answer determined in the determination step and the step of outputting the answer
To execute,
When the interactive process is selected in the selected step, the determined step executes the search type process in parallel with the interactive process.
The output step is the answer determined by the search-type process when the elapsed time or the number of responses of the interactive process satisfies a predetermined condition while the determined step is executing the interactive process. To output,
Response program. It has a response device and a communication terminal capable of communicating with the response device.
The response device is
A reception unit that accepts character strings entered by the user from the communication terminal,
The specific part that specifies the attribute of the user and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified by the specific unit, and the character string. A search-type process that determines an answer by searching using the keywords included in, and a selection unit that selects at least one response process from a plurality of response processes including .
A processing unit that determines a response to the character string received by the reception unit by executing the response processing selected by the selection unit, and a processing unit.
An output unit that outputs the answer determined by the processing unit to the communication terminal, and an output unit.
Equipped with
When the selection unit selects the interactive processing, the processing unit executes the search-type processing in parallel with the interactive processing.
The output unit satisfies a predetermined condition when the number of answers determined by the search-type processing or the score of the search result by the search-type processing satisfies a predetermined condition while the processing unit is executing the interactive processing. Output the answer determined by the search-type processing,
Response system. It has a response device and a communication terminal capable of communicating with the response device.
The response device is
A reception unit that accepts character strings entered by the user from the communication terminal,
The specific part that specifies the attribute of the user and
An interactive process for determining an answer by alternately outputting a question to the user and accepting an input from the user based on the attribute specified by the specific unit, and the character string. A search-type process that determines an answer by searching using the keywords included in, and a selection unit that selects at least one response process from a plurality of response processes including.
A processing unit that determines a response to the character string received by the reception unit by executing the response processing selected by the selection unit, and a processing unit.
An output unit that outputs the answer determined by the processing unit to the communication terminal, and an output unit.
Equipped with
When the selection unit selects the interactive processing, the processing unit executes the search-type processing in parallel with the interactive processing.
The output unit outputs the answer determined by the search-type processing when the elapsed time or the number of responses of the interactive processing satisfies a predetermined condition while the processing unit is executing the interactive processing. do,
Response system.

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